Latamairlines Reviews 

we were flying with the firrst flight from Bogota to Cartagena 0900 flight. The flight was cancelled after we have done the check-in. There was no information in english only spanish. The LATAM client didnt speak english and she was trying to communicate via an online translator. We lost 56 mins in the LATAM desk till we find the next flight which was at 2000 . We lost all the bookings we have arragned in Cartagena (guided tours, restaurant reservartion cost of 150 euros. We asked for compensation after filling tons of paperwork to get a reply after 35 days that the file was closed and they are not responsible for third party cancellations. it was LATAM fault that we lost our money. it was LATAM fault that their employees IN THE AIRPORT cannot assist international english speaking passengers. I have sent more than 20 mails only to received an automatic reply. "case is closed". I have traveled 40+ years in far east, india, africa. never had such a bad service. oh, they gave as a $10 MCDONALDS coupon for the 11 hours we spent in the airport. STAY AWAY from these crooks

Worst travel experience of my life. My connecting flight was changed by two hours less than 48 hours before my departure eliminating my ability to get through customs to catch my flight. They literally allowed 45 minutes to get through customs which takes an hour and a half. To top it off, they would not issue a new ticket so that it would show up on Delta (they use LATAM for through flights from Lima to Cusco). This flight has been booked for over 6 months and had to be redone by Delta and myself two days before departure. I will NEVER set foot on a LATAM plane again. Their customer service is the worst I have ever experienced. It took over an hour of manipulating their call tree to even get to a live body who was zero help at all. Stay away from this airline at all cost. I never thought I would experience anything worse than Spirit Airlines but the incompetence of this group knows no bounds.

Very disappointing experience with LATAM’s business class upgrade process. I entered the upgrade auction with what I think was a very fair bid only about 500 below the full business fare. Staff later told me there were still business seats available, and that I was the only bidder, yet my bid was rejected without explanation. The airport staff were polite and tried to help, but said they no longer had the ability to process upgrades at the counter. Everything had to go through the app. Once the app blocked upgrades within four hours of departure, their hands were tied. Add to that, I was directed to customer service via WhatsApp, chat only, no way to speak to anyone. The agents couldn’t resolve anything and just pushed me back to the app, suggested clearing my browser, using a private window, none of it worked. It felt like being sent in circles with no one able to take ownership or provide a solution, despite empty business seats. LATAM left premium seats unsold, turned away the only bidder, and blocked a willing customer from paying for an upgrade outright. That’s not just frustrating for the customer. It’s baffling from a business perspective. Based on this experience, I wouldn’t rely on LATAM’s upgrade process again.

Flight delayed, missed connection, no explanation. Being stuck at an airport and forced to eat airport food, we embarked on the horrible experience of asking for reimbursement. No contact email, no functional phone line, chatbots closing the chat and each time we sent a case the website ‘crashed’. I doubt this to be a coincidence. They are purposely trying to make this proces impossible. AVOID AT ALL TIMES.

Shame of Brazil . Rubbish company, disregarded about passenger queries, lost my son luggage, after being rebooked due to delay on the connection flight. Ridiculous. We will not never, ever fly in this trash anymore.
Wait for the legal action.

The worst experience I have had with any company in any sector. Not the worst airline. The worst, full stop, and I have dealt with banks, insurers, utilities and government departments.

This started on 6 April 2026 and it is still not resolved. LATAM locked my LATAM Pass account without warning or explanation, which shut me out of seat selection on both legs of a Brasilia to London return. I flew two eleven-hour overnight sectors in a centre-block aisle seat, clipped by service trolleys on every pass in both directions, no sleep either way, on a service I had paid for and been locked out of adjusting. LATAM describes the block as a "preventive measure" and has never said what it was preventing.

Everything since has been me chasing them. Weeks on the phone, by email and through social media before I escalated anywhere. Then Reclame Aqui, then the Brazilian government's official consumer platform, then Resolver in the UK, formally and on the record, from 3 June. Six routes, two countries, one of them a state consumer body. Four months of my life spent trying to get a company to answer a question about my own account.

The people I reached could not help and largely did not try. Hours on the phone with agents reading from scripts, none of whom could tell me why my account had been locked. Dismissive when they engaged at all. Assurances that an answer was coming, followed by the ticket being closed with nothing in it. I asked repeatedly for a manual review by a senior manager with authority to actually resolve something. That request has been ignored every single time. Four months on, the basic question is still unanswered.

Then there is the law. I submitted a Subject Access Request on 29 May 2026 to LATAM's European passenger address. Under UK GDPR the response was legally due by 29 June. It was never acknowledged through that channel at all. LATAM then told me it had acknowledged the request on 30 June and was "still within the required timeframe". That is false. The statutory clock runs from receipt of the request, not from the date the company chooses to notice it. Either LATAM does not know its legal obligations in a market it operates in, or it was prepared to tell a customer something untrue about them. The breach is now with the Information Commissioner's Office.

And this is the part that makes it indefensible. LATAM has repeatedly acknowledged, in writing, that the service I received was poor. They have apologised for it more than once. Having admitted the failure, their answer to four months of my time is 2,190 air miles, worth about seventy dollars, in a scheme whose own restrictions make the miles I already hold nearly impossible to spend. I had already accepted air miles once as an interim gesture while the complaint stayed open. The identical gesture then came back as the final settlement. An apology costs a company nothing, which is presumably why it is the only thing they have offered freely.

Their systems compounded all of it. At one point my frequent flyer account was relocated to Ecuador, a country I have never visited. Repeated requests for an explanation produced silence, then the single word "desynchronisation", then nothing further.

If you fly LATAM, understand this: a booking that goes wrong will cost you months, not hours, and there is no route to a person who can fix it. I have tried six. This is also the case when they simply lock your account for no reason. If you have an alternative airline, use them. LATAM pride themselves on their poor service.

I would give LATAM Airlines zero stars if I could.
Our flight from Lima to Cusco on July 6, 2026, was canceled, and the way LATAM handled the situation was beyond unacceptable. I was responsible for a group of 23 travelers, and the airline turned an already stressful situation into an absolute nightmare.
Instead of assisting passengers at the gate, everyone was forced to collect their luggage and stand in line for hours just to speak with a ticket agent. There was no organization, no communication, and no concern for the hundreds of passengers waiting for help.
Our group was split between two agents. One agent tried to help, but the hotel vouchers she offered were for a hotel nearly an hour from the airport, and the meal vouchers could only be used at one location inside the airport. The other agent was incredibly rude and condescending. She insisted that passengers scan a QR code on their phones, despite the fact that many of us had no cellular service in Peru and the airport Wi-Fi barely worked. When I explained this in Spanish and pointed out that another LATAM agent was helping customers without requiring the QR code, she told me to be quiet because she was "helping the customer." The customer was my daughter, and I was simply translating for her.
The situation became even more unbelievable when the agent stopped helping passengers altogether, sat down, and started using her phone while people continued waiting in line. A manager was called, but she did absolutely nothing to address the employee's behavior or help resolve the situation.
To make matters worse, LATAM separated our group onto different flights even though all 23 of us were traveling on the same reservation. Some passengers were rebooked on a 5:00 a.m. flight, making the hotel vouchers impractical. We ended up paying out of pocket for airport sleeping pods because it made no sense to travel an hour to a hotel for only a few hours of sleep.
Because of LATAM's poor handling of the cancellation, we missed half of our tour in Cusco. Earlier in the trip, LATAM had also canceled our flight from Juliaca to Lima, causing us to lose money on a hotel reservation. By the end of our vacation, LATAM's repeated cancellations and lack of customer service had cost me thousands of dollars.
The lack of professionalism, poor communication, and complete disregard for customers was unlike anything I've experienced with any airline. Employees should not be sitting on their phones while passengers are waiting for help, and managers should be held accountable for addressing these situations.
I will never fly LATAM Airlines again, and I strongly encourage anyone considering them to think twice.
Travel disruptions happen, but how an airline responds defines its reputation. LATAM failed at every opportunity to care for its customers.

If only I'd read the previous reviews before booking with LATAM Airlines. What a complete travesty of a company — avoid at all costs if you can.
I had an 8-hour delay on a flight from Lima to Miami, which meant I missed my connecting flight, operated by Virgin, to London. A full plane of passengers were left sitting with little to no explanation from the pilot or flight attendants. After three hours we were finally told to disembark and wait for a rescheduled departure time — first given as 2pm, then pushed to 4pm, and finally 5:40pm.
Because of the missed connection, I was rebooked with a different airline, also scheduled to leave Lima at 5:40pm. On returning home, I contacted LATAM to request compensation, and they are now denying I was ever booked on those flights. I'm astonished.
I will never book with them again, and I'd advise anyone who asks to do the same. Terrible service in the air, at the airport, and from customer services. Avoid at all costs.

Why does Latam put single travellers ALWAYS into MIDDLE SEATS??!! And you cannot select seating foc anymore, ridiculous for being the MOST EXPENSIVE Latin airline!
Neither you can add the Miles card anymore after Latam' s auto check in.
Definitely NOT RECOMMEND that airline at all!

I purchased a ticket with full price to be able to make changes if I need, the representative cannot find any flight for my country, but I can buy a new ticket at the website. Also on the chat was confirmed the change but they couldnt contact me over the phone so they told me to start all over again on the phone. IF YOU THINK THAT YOU WILL NEED HELP FROM A COMPANY DO NOT PURCHASE LATAM

Very disappointing experience with LATAM Airlines.

My family (2 adults and 2 children) experienced a significant disruption on a LATAM itinerary from Rio de Janeiro to London via São Paulo. Due to operational delays caused by LATAM, we missed our connection and were ultimately rerouted via Milan, arriving more than 72 hours late.

During the disruption, we received very limited assistance. We were left waiting overnight in São Paulo airport for several hours with minimal communication or provision of basic care. Accommodation arrangements were poorly handled, including changes between hotels and lack of clear guidance.

Our checked baggage remained inaccessible for approximately 48 hours while under LATAM’s control, which was particularly difficult as it included essential personal items and medication.

As a result of the delay and lack of support, we incurred necessary expenses totalling £484.86 (meals, transport, clothing, medication). Despite providing this information, LATAM only offered USD 45 towards these costs, along with a refund of seat selection fees. No compensation or meaningful goodwill gesture was provided for the disruption.

After multiple attempts to resolve the issue, LATAM maintained their position and declined to increase their offer.

Overall, a very poor level of customer care during a serious disruption, followed by an inadequate response afterwards.

I would like to express my dissatisfaction with the way the carry-on baggage situation was handled on this flight LA751 ( Latam Airlines) Origin: Guarulhos GRU - SP. Final destination: Sydney - Australia.

During boarding, we were informed that the flight was full and that it would be necessary to check our carry-on baggage. However, once on board, I observed several empty seats and even passengers occupying entire rows with three available seats. In addition, there was available space in the overhead compartments throughout the flight.

It was also evident that many passengers who boarded with only backpacks used the overhead compartments to store them instead of placing them under the seat in front of them, which contributed to the unnecessary occupation of baggage storage space.

What was most frustrating was that we were pressured to check our carry-on baggage against our wishes, even though there apparently was no operational need to do so. We were even informed that if we chose to keep our baggage with us and the overhead compartments ran out of space, we might be required to pay a fee to check it later.

As a passenger, I find this situation extremely disappointing. I planned my trip expecting to carry my hand luggage in the cabin, especially because it contained important personal items. The information provided at the boarding gate did not reflect what was actually observed inside the aircraft, creating a sense of lack of transparency and significantly affecting my experience with LATAM.

I hope the company reviews its procedures so that future passengers do not have to go through the same situation.

⭐ 1 Star

My experience with LATAM has been extremely disappointing and has left me with serious concerns about the airline’s customer service, communication, and operational standards.

The problems started before I even boarded. LATAM appears to have a habit of cancelling flights without adequate notice. Rather than being informed in advance, I only discovered my flight had been cancelled when I arrived at the airport. No meaningful communication was provided, and passengers were left scrambling for answers.

The replacement flight offered to me departed six hours later. During this lengthy delay, there was no comfortable place to rest, no meal vouchers, no refreshments, and very little communication from airline staff. To make matters worse, despite having paid extra for a front-row seat, I was reassigned to a seat at the rear of the aircraft on the replacement flight without compensation or explanation. Paying for a preferred seat clearly means nothing when LATAM changes your booking.

The staff at check-in were rude, dismissive, and disrespectful. Rather than helping passengers affected by the disruption, they appeared uninterested in providing assistance or showing empathy.

Once onboard, the experience deteriorated further. The flight was delayed by almost an hour due to a broken overhead compartment. What was most alarming was how the issue was handled. The first person sent to repair it appeared completely unsure of what the problem was. He then called in two more staff members who also seemed confused and unable to resolve the issue. Eventually, tape was applied to keep the compartment closed. The tape failed within minutes, and a passenger ultimately secured the compartment. Watching this unfold was genuinely frightening and raised serious concerns about safety, maintenance procedures, and the availability of qualified personnel.

The onboard catering was equally disappointing. The food was below average and resembled cheap fast food despite the premium prices charged for economy travel. Water was served in tiny cups that were barely sufficient for a sip, leaving passengers repeatedly requesting more and struggling to stay hydrated during the flight.

Communication throughout the journey was poor. Despite many English-speaking passengers onboard, Spanish was overwhelmingly the primary language used. The crew’s English was difficult to understand, and announcements were limited to the bare minimum during takeoff and landing. There were no meaningful updates regarding delays, flight status, or operational issues.

The cabin crew also appeared disengaged. On multiple occasions, staff members were gathered at the rear of the aircraft chatting amongst themselves while passenger call bells were ringing unanswered.

Overall, this experience reflected an airline that appears to place little value on communication, customer care, passenger comfort, or accountability. Between cancelled flights, unexplained downgrades, poor treatment by staff, inadequate support during delays, concerning maintenance practices, poor food, minimal hydration, and ineffective communication, LATAM delivered one of the worst airline experiences I have encountered.

I cannot recommend LATAM and will actively avoid flying with them again.

It's simply impossible to buy a ticket from LATAM using their website or app. Every time, I get a "this ticket is no longer available" message regardless of how quickly I proceed. Then, I contacted the customer service trying to buy over the phone and the guy says the only ticket available was 6 thousand something (the regular price is 700) Highly suspicious! I'm out of options. LATAM says that the only way to prevent fraud is buying on the website or app, neither work, and now it feels like people are trying to scam me over the phone. Makes it more suspicious since I needed to authorise my card with kiwibank to turn off the protections because kiwibank says buying from LATAM is not safe. This is the worst, by far, experience trying to buy a ticket I've ever had in my life. And LATAM does not seem to care since they are a monopoly in flights from NZ to Latin America.

Very poor customer service. I can rate it zero star if had an option. I had multiple flights with them and each flight got rescheduled and my baggage allowance removed in process and customer service was very unhelpful.

Absolutely unacceptable service – never again with LATAM Airlines.

Our outbound flight (Lima → Iquitos) was cancelled, and the only “alternative” offered was a replacement flight two days later at 3 AM. That is not a solution—it’s a joke. Since this was not an option, we were forced to buy expensive last-minute tickets with another airline.

The return journey was even worse. We already had valid boarding passes, arrived at the gate, and were then told during boarding that there were no seats available. How is it possible to issue confirmed boarding passes and then deny passengers entry?

Instead, we were offered a later flight in the afternoon, which caused us to miss our connecting flight to Germany, leading to significant additional costs and disruption.

No reliability, no accountability, no professionalism. If you value your travel plans, avoid this airline at all costs.

On 28/2 I flew Premium Economy from Cartagena to Bucaramanga via Bogotá.

Premium Economy is the highest class available on this route and was presented during booking as including the benefit:
“Access to LATAM VIP lounges.”

There was no lounge available in Cartagena.
During a 4-hour layover in Bogotá, there was no lounge access either.

When I asked staff for clarification, I was told there is no lounge and that I should submit a written complaint.

The handling of the situation by the ground staff was unprofessional and demonstrated a lack of training and customer service standards. There was no clear explanation and no attempt to manage the situation properly.

If Premium Economy is the top product offered on this route, it should at minimum deliver the benefits explicitly advertised at the time of purchase.

This is not about comfort.
It is about transparency and credibility.

If I could give 0 or negative stars, I would. This has been the worst experience I have ever had dealing with any airline. We simply wanted to add our lap infant, which we were informed could be done at check in— and I have traveled extensively on numerous international carriers, often in Business Class.

To make matters worse, LATAM is currently the only airline offering direct flights to Brazil from where we live. We travel there frequently, and unfortunately our hands are tied due to limited competition. I strongly urge other airlines to expand direct routes to Brazil to provide travelers with alternatives.

We arrived approximately 4 hours prior to departure with all required documentation for our infant son. We were fully prepared and acting in good faith.

At the airport, we were instructed to resolve an internal issue by calling customer service while standing at the C check-in counter. We remained on hold for over 3 hours at the check-in desk, and as a direct result, we missed our flight — a trip we had been planning for over 5 months.

Because of this, we were forced to stay overnight at a hotel at our own expense. LATAM refused to compensate us despite the delay being entirely caused by their internal operational confusion and inability to resolve the matter in person, even though we were told it could be handled at the ticket counter.

In total, it took a day and a half and approximately 8 cumulative hours on the phone to correct an issue that other international airlines handle routinely and efficiently. There were multiple “dropped” calls during this process, which felt intentional given the timing and frequency. Each time a call was disconnected, we were forced to restart the entire process from the beginning, repeatedly explaining the situation and resubmitting information. No one seemed to know how to resolve this issue and we repeatedly recieved contradicting information from multiple agents.

We made repeated attempts to reach customer service. Only after I contacted the U.S. Department of Transportation did LATAM finally respond with seriousness.

To make matters worse:
• We were traveling Business Class.
• LATAM sent us an email requesting extensive documentation (itinerary, expenses, credit card statements, etc.).
• In ongoing email correspondence, they repeatedly addressed my wife despite my clearly stating my name and asking to be addressed correctly. This shows a lack of attention and basic respect.

LATAM wrote:

“Once we have the documentation, we will analyze the case and take the appropriate steps to resolve your request as quickly as possible.”

After providing all requested documents, we received this response:

“We have reviewed your case and would like to inform you that we have not identified any outstanding amounts that would require cancellation.”

We were not requesting a cancellation. We were requesting reimbursement for the hotel stay caused by missing the flight due to being held on the phone at their instruction.

After numerous exchanges, LATAM stated they stand firm and would not compensate us.

Under ANAC Resolution No. 400/2016, Articles 28 and 30, when a passenger experiences a delay or missed flight due to the airline’s operational responsibility, the airline must provide material assistance, including accommodation when an overnight stay becomes necessary. This was refused.

It is also worth noting that LATAM’s internal operational issues appear to be ongoing and widely reported. While the airline has received high ratings from organizations such as Skytrax and the APEX Passenger Choice Awards, these accolades stand in stark contrast to consumer-driven platforms like Trustpilot, where customer experiences reflect significant dissatisfaction. As a consumer, this discrepancy raises serious concerns about consistency between industry recognition and real-world service experiences.

This entire experience caused unnecessary financial loss, stress, and significant emotional strain while traveling with an infant.

Issues happen in travel. What defines an airline is how it takes responsibility. In this case, LATAM failed.

I cannot recommend them based on our experience and strongly urge other travelers to avoid them.

I am Michael Cole with my partner Vera were so impressed with Latam Airlines from Lisbon to Fortaleza the crew were so helpful with instructions for security of bags and handing out spring water to everyone and later delicious food free videos or films,music, before landing also with chocolate biscuits and other biscuits I want always to fly with Latam even though it was part of a group flying before with TAP Portugal everyone had to buy spring water and food I was disgusted with them I will always be truthful and recommend Latam Airlines to everyone it was so impressive

I contacted LATAM customer service to correct a booking error and was treated in an unacceptable and intimidating manner by an agent named Alvin. He claimed our tickets would be cancelled due to unpaid “airport taxes for Brazil,” which were never clearly disclosed during purchase. He threatened to cancel the booking without refund if I did not call back within one hour and ask specifically for him. Due to this pressure, we felt forced to pay a very high additional amount. Another agent later behaved politely, which shows the issue was the conduct of this agent. This experience caused unnecessary stress and was extremely unprofessional. cases 69181012 and 69265179