Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets for myself and my whole family to travel to **** **** to spend the holiday of 2025 there.I have been waiting for tickets to go down and I was scared that it increases more and more than I decided to purchase.I purchased total of 5 tickets, two tickets for $1,392.54 and the other 3 for $1,096.24 each. I spent a total of $4,681.26.I see the prices today drastically down that each ticket is almost $450, I called the LATAM and I expressed if they can either match the price or refund with a voucher.The ***resentative was very rude and said that the only way that LATAM does is giving the 10% back and then I can purchase my ticket back... I was are you kidding me? I expressed my feelings saying that I have 3 kids and is has been many years that I don't celebrate the holiday with my family back home and it will be a first experience for my kids.The LATAM *** said to me literally "next time see the price before you spend such amount and there is nothing I can do and no manager is available for your issue" It was non empathetic and poor customer service.I dont really have money just to give for free and at least I'm asking if I can get some refund now the tickets are 50% of the half price that i purchased.

  Business Response

  Date: 04/02/2025

  ************** BBB complaint #********
  LATAM REF: 65351688
  
  Dear ******* ****** *****, 
  
  Thank you for your recent communication with the Better Business Bureau concerning the request for ******* ****** ****.
  
  We hope this message finds you well. We are aware of your experienced while purchasing your tickets on our website.
  
  To this respect, we would like to inform you that our advertising different media channels always indicates that travel to a national or international destination is possible from a certain price. Once a fare is not available, the system will automatically offer the next higher fare.
  
  Furthermore, we must point out that fares our are dynamic and constantly subject to change according to market demand. The same applies to promotions, which have limited availability. 
  
  We appreciate the opportunity to provide you with this explanation.
  
  We look forward to welcoming you and your family on board in the near future.
  
  Regards,

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a ticket on 1/17 with Delta for 2/21 *** to SFO layover in ***, my 1st flight was with Latam and went to their counter the representative said to me my bag was over weight by over 4 kilos and I had to paid the overweight. I said theres no way as I weighted my bag before and my scale couldn't be off that much, I said let me get my bag then so I can put items on my carry on and backup. He said no that I could only pay and if I didnt pay he was going to rebook my flight and I had to pay extra for that too since I didnt have much time left. I insisted to give me my bag since it was by his side and he said the same thing. I said fine Ill pay. He left for about 8 mins and went to other side of the airport where there was a kiosk, when he came back he said if you want to flight home go there and pay the lady and she will give you your ticket. At the kiosk the lady said pay 430+ soles cash, I said Ill not pay soles in cash. She said can you pay in dollars cash? I said Ill not pay in cash I was upset as I felt that I was being scam. She kept insisting in cash and I said theres no way that a big airline wants only cash and no credit card. She then said its 118 and pulled the credit card reader. I paid and she gave me my flight ticket and no purchase receipt. I have only the credit card transaction. When I got to *******, I grabbed my bag since thats what you do after immigration and then took it to delta for my connection and I weighed my bag there and my luggage was only 3lbs over not 4kl the representative in **** said. I took a pic of my bag in ******* where shows 3lbs from which I could have easy moved those 3 pounds to my backpack. I do feel that they manipulated their scale and tried so they can keep the cash as they insisted cash. Also my bag wasn't labeled as overweight when normally when is overweight they put a sticker. I am so disappointed of the corruption of your personal in ****. I definitely want a refund of what I was forced to pay.

  Business Response

  Date: 03/31/2025

  Dear BBB,
  
  Please see below a copy of our response in reference to this complaint:

   

  March 31, 2025
   
  BBB of Silicon Valley, Consumer Complaint #******** / ZD #********
   
  Dear Ms. ******** style="line-height: inherit; color: rgb(41, 50, 57); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; background-color: rgb(248, 249, 249);"> 
  We received your comments addressed to the Better Business Bureau, regarding the inconveniences you describe during your recent flight with our company to ******* on 02/21/2025.
   
  We would like to inform you that we have tried calling you at number **************, but were unsuccessful.
   
  Firstly, we would like to apologize for not being able to provide you with an earlier response.
   
  Please accept our apologies for the delay in replying to your request within the established timeframe. Also, if you encounter a delay in the future and do not receive a response in the stipulated timeline, you may call our ************** and receive assistance with your request.
   
  We realize that you expect pleasant, trouble-free travel and organized problem resolution when difficulties occur, and we do offer our apologies for the level of service you mention receiving during the process. Please rest assured that we have forwarded your comments to the managers involved for their review.
  
  According to our records, we regret to inform you that the advertised limits do apply and the fee baggage charged at the airport was correct.  The fare you paid for your ticket included 1 piece of baggage of 23kgs/50pnds allowance. Your bag exceeded this limit.
   
  Keep in mind that the price of baggage depends on the flight date (high or low season), fare, how far in advance its purchased and/or the passengers route. 
   
  While we deeply regret all possible inconveniences, we need to state that our Company is unable to process a refund, since it was impossible to attribute the error to the company's personnel.
   
  You will find correct information for baggage allowance in the following link ******************************************************************************************************
   
  We appreciate the opportunity to provide you with an explanation and look forward to serving you on your future flight.
   
  
  Sincerely,
  ********* ************ style="line-height: inherit;">Customer Relations
  LATAM Airlines

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23026874
  
  I am rejecting this response because:

  
  1st your counter told me I had 5 kilos overweight when I was in ******* and I weighted my bag it was only 3 pounds, so right there I was lied by your personnel.

  2nd he didnt let me get my bag as he had it next to him at the other side of the counter, and he told me to pay that and he wasnt going to give me my bag, if he gives me the bag then he will reschedule me for another flight.

  3rd they where forcing me to pay cash and I refused to do that so they accepted and didnt give me a receipt.
  
  All that treatment was very sketchy and definitely your people in **** more likely were trying to keep the money for themselves. Its fraud what your company did. If he would have giving me my bag I could have easily put those 3 pounds in my backpack or carry on. But your people lied just to put money on their pockets and didn't want to give me my suitcase back to move the supposed to be weight and to reweight my bag. Ill be in **** next week and Ill open a case with Indecopi. 
  
  Also, Ive no missed calls or voice messages from Latam either. So I dont believe that they really called not even once. Normally if a call doesnt go through people leave a voice message and they didnt.
  

  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 04/02/2025

  Dear BBB,
  
  Please see below a copy of our response in reference to this complaint:
  
  

  April 1, 2025
   
  BBB of **************, Consumer Complaint #******** / ZD #********
   
  Dear Ms. ******** style="line-height: inherit; color: rgb(41, 50, 57); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; background-color: rgb(248, 249, 249);"> 
  We received your comments addressed to the Better Business Bureau, regarding the inconveniences you describe during your recent flight with our company to ******* on 02/21/2025.
   
  We would like to inform you that we have tried calling you at number **************, but were unsuccessful.
   
  In response to your disagreement, we regret the inconveniences that, according to what your indicates, would have been caused.
   
  We understand that the answer given by the airline was not satisfactory for you, so we analyzed your approach again and regret to inform you that we will have to maintain our position.
   
  According to our records, we regret to inform you that the advertised limits do apply and the fee baggage charged at the airport was correct.  The fare you paid for your ticket included 1 piece of baggage of 23kgs/50pnds allowance. Your bag exceeded this limit.
   
  Keep in mind that the price of baggage depends on the flight date (high or low season), fare, how far in advance its purchased and/or the passengers route. 
   
  While we deeply regret all possible inconveniences, we need to state that our Company is unable to process a refund, since it was impossible to attribute the error to the company's personnel.
   
  You will find correct information for baggage allowance in the following link ******************************************************************************************************
   
  We appreciate the opportunity to provide you with an explanation and look forward to serving you on your future flight.
   
  
  Sincerely,
  ********* ************ style="line-height: inherit;">Customer Relations
  LATAM Airlines

   

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02/20/2025 I flew with LATAM AIrlines from ********, ***** to ***********, ********** (flight LA602). I checked-in one bag that carried sustainable damage after being handled by the LATAM staff. After contacting customer service about this issue, they offered a $30 cash compensation, which was extremely low considering that the value of the bag I checked-in is currently $179.95. I explained this to them and submitted photographic evidence along with manufacturer links. I received several generic answers until they offered $80. I continued to explain that the amounts they were offering did not equal the value of the bag they broke, but all I received were generic answers and they would not offer any more than that.I currently have a Case Open with LATAM #******** I'm looking to receive a money compensation equal to the value of my bag ($179.95) or a replacement for the bag they damaged that is at least of equal or very similar quality.

  Business Response

  Date: 03/13/2025

  RE: Better Business Bureau, Consumer Complaint #********
   
  Dear Mr. *********** style="line-height: inherit; color: rgb(41, 50, 57); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; background-color: rgb(248, 249, 249);"> 
  Hoping this email finds you well. We would like to inform you that we received the release of claims signed and the copy of you passport so we have credit USD80 into your Latam Wallet.  
   
  Please follow these steps for viewing and/or use:
   
  -Access the Latam Airlines website through your preferred internet browser.

  -In the upper right corner of our page, you will find the button that says "Sign in", then you must enter your partner number 400001755615. 

   - After logging in, in the upper right corner, you can find your name, you must select it and a list with several options will be displayed, there you must select "LATAM Wallet". 

  - Then select the "Check your LATAM Wallet" option. 

  -In this section you can see the value available for use or for return to a bank account. 
  

  For use, you must generate a purchase again and on the payment screen, after entering passenger data, LATAM Wallet will be enabled as a payment method. If you want to request a refund, you must select "Request cash out" in your wallet and enter bank details to make the transfer to the account provided.
   
  Thank you for contacting us an the opportunity to provide you an solution. 
   

  Customer Answer

  Date: 03/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased through a ************* (************** ********************, ***) a flight for two people with LATAM, aka LAN AIRLINES S.A., in economy class for February 12, 2025, with reservation code "JNLLOA" for passengers ****** and *****.I am a PLATINUM frequent flyer of LATAM's loyalty program (************) and as per the website ****************************************************** and the attached image, include:"Benefits for your category: 2 additional checked bags at no cost on LATAM flights" without referring to any specific fare family. Similarly, on the website ********************************************************************************************************, there is a reference to the included baggage benefit, in English, with the second piece of luggage starting from the PLATINUM *********** the time of checking in luggage at the LATAM Airlines counter at ****************************, I was informed by the staff that due to my economy class fare family ("Coup" in the assistant's words) I did not have any benefits associated with the LATAMPASS loyalty program and that I could not check my luggage unless I paid a differential for baggage check-in, amounting to ********** Argentine pesos per passenger, paying a total of ********** Argentine pesos.Furthermore, due to this same issue, and having another return flight from ************************* to ************ - ****** on February 16, I paid US$116.00 in advance to avoid going through the same situation.The person attending to me was unsure of what to do and was consulting via phone and WhatsApp with another person at each step, creating an extortionate attitude and doubt towards me as a consumer. I agreed to pay the mentioned amount under the prejudice of not being able to board the scheduled flight otherwise.I am claiming from LATAM Airlines the refund of the money paid due to the lack of clear communication and guidelines to honor the benefits offered as part of their loyalty package across different jurisdictions.

  Business Response

  Date: 03/25/2025

  BBB Reference: #********
  LATAM Airlines Reference: 65242368
  Dear Mr. ****** ******,

  According to our records, we verified that although through our web self-service ************************** benefits by category it is stated that for the Platinium category the additional baggage and second baggage benefit is applicable from the light fare, in the English section there is no such warning, which we understand that this generated confusion and expectations to make use of this benefit for your trip with Basic fare.
   
  For the above mentioned, we have referred this case to our Management for the respective correction in our website, however, according to our Loyalty policies, we offer you the total refund of the luggage paid for both the outbound and return leg for a total of USD ******, which would be paid within an estimated period of 15 working days.

  Having received the acceptance of Mr. ****** ****** together with the respective bank details, today March 25, 2025, we have initiated the bank transfer process for the total amount of USD ******, which has a maximum term of ********************************** the bank account provided by you.
   
  In case the above mentioned term has elapsed and you do not see the agreed payment reflected, please let us know as soon as possible in order to take immediate action.
   
  We appreciate the opportunity to provide you with a solution and look forward to serving you next time, this time to your satisfaction.

• Initial Complaint

  Date:12/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 4 tickets for my family to travel with LATAM. We paid $1093. 40 for all four tickets. The first flight was operated by LATAM, but the connecting flight was operated by ***** (one itinerary purchased through LATAM airlines). When we arrived to ****, **** we were surprised to find that LATAM had made the mistake of not placing us on the ***** flight and we were in the airport for nearly 5 hours attempting to resolve the issue. This long delay actually caused us to arrive nearly 6 hours later than our initial arrival time. We were supposed to arrive at 9:37am but the flight arrived in the final destination at nearly 4pm. This error caused us to miss our connecting flight and after waiting and speaking for around 7 hours LATAM offered no help to resolve our problem. We had to rent a car and drive almost 8 hours. This is after delays and being stuck in different airports for now a total of 20 hours, and a total travel time of 36 hours. I do not understand how an airline can simply make the mistake of not putting us on the original flight, causing us to arrive nearly 6 hours later than the original time, and then offering no help to resolve the problem that was caused by their error. It was tiring and frustrating having to watch my kids laying and sleeping on an airport floor, no food vouchers or anything provided, then we had to pay $357.12 for a rental car to get us to our final destination. Seeking $1,450.52 refund and reimbursement for:- airfare $1093.40 - rental car $357.12

  Business Response

  Date: 01/02/2025

  Dear BBB,
  
  Please see below a copy of our response in reference to this complaint:

   

  January 02, 2025
   
  BBB of Silicon Valley, Consumer Complaint ******** / ZD #********
   
  Dear Mr. ************ style="line-height: inherit; color: rgb(47, 57, 65); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; background-color: rgb(248, 249, 249);"> 
  We are pleased to inform you that the payment has been credited to your Latam Wallet.
   
  Payment details are as follows:
  - Date of payment: 01-02-2025
  - Amount: US$357.12
   
  We invite you to verify this transaction on our website ******************************.
   
  Once again, we regret any inconveniences and we hope we can serve you in the near future to your complete satisfaction.
  
  Sincerely,
  ********* ************ style="line-height: inherit;">Customer Relations
  LATAM Airlines

• Initial Complaint

  Date:10/24/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,I am writing to formally file a complaint against LATAM Airlines regarding a serious incident involving the theft of my belongings during a recent flight.On 9-28-24, I traveled with LATAM Airlines on flight DL5053 from ********* ** to ************* . Upon arriving at my destination, I discovered that several valuable items were missing from my luggage. The total value of the stolen belongings amounts to approximately $3,000.I promptly reported the theft to LATAM Airlines' customer service, providing all necessary details and documentation. However, I was informed that the airline would only reimburse me $111 for the loss, which I believe is unacceptable given the value of my stolen items.I have made multiple attempts to resolve this issue directly with LATAM Airlines, but my concerns have not been adequately addressed. I am disappointed with their lack of support and the inadequate compensation offered for my loss.I kindly request your assistance in resolving this matter and urge LATAM Airlines to take responsibility for the theft of my belongings. I hope that the BBB can mediate this situation and help me receive fair compensation.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,**** *****

• Initial Complaint

  Date:10/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against LATAM Airlines regarding the mishandling of my baggage and the subsequent failure to provide timely reimbursement despite nearly 5 months of delay.On 31 March 2024, I travelled from ********* to ******** with my family, including my wife and 8-month-old daughter. Upon our arrival, one of my suitcases was missing. I immediately filed a complaint with LATAM, and after follow-up, I was informed that the suitcase would be delivered to my address once it was located.Two weeks later, the suitcase was returned in broken condition. I reported this to LATAM, and after lengthy discussions, we mutually agreed that LATAM would reimburse me for the damage. However, since that agreement, LATAM has continuously delayed processing the reimbursement.LATAM initially offered me $230 via bank transfer or $290 into my LATAM Wallet. I provided the correct bank details, which my bank branch manager confirmed. Still, despite this, LATAM has repeatedly claimed the information is incorrect and that they have not processed the ********** expedite the resolution, I even agreed to accept the $290 into my LATAM Wallet instead of the bank transfer if LATAM found the bank details to be problematic. Despite this, they have neither processed the wallet transfer nor resolved the issue in any other way.I have raised multiple cases with LATAM, including Case Nos. ********, ********, ********, and the latest Case No. ********, as well as Travel Voucher No. ***************. Yet, after almost 5 months, there has been no ************* is unacceptable that LATAM has failed to honour their commitment or provide any reasonable explanation for these delays. I kindly request your intervention to ensure that LATAM resolves this matter promptly.Thank you for your attention to this issue. I look forward to your assistance in obtaining the reimbursement I am rightfully owed.

  Business Response

  Date: 10/24/2024

  Dear ***** ******
   
  We are in receipt of your recent comments addressed to the Better Business Bureau regarding the delay on the payment of baggage claim CCELA13620.
   
  We sincerely regret the inconvenience you may have encountered with your luggage on your recent flight from ***** to ******** .
   
  Whenever there are difficulties regarding baggage, every effort is made to ensure delivery to the destination is as accurate and in perfect condition as possible. We are very concerned to hear that our service did not meet our standards, your comments have been referred to the responsible areas so the proper action can be taken to avoid similar situations in the future.
   
  We apologize for the inconvenience caused by the delay in payment. In an effort to help minimize the inconvenience , the amount of USD ****** has been credited to the LATAM Wallet linked to your email *********************** on October 18th , 2024.
   
  We appreciate the opportunity to resolving this matter for you , and restoring your confidence in our services.
   

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/09/2024 I had a schedule trip to ****** where I requested wheel chair assistance. I was offered the service in ** ,however once I arrived in ********* there was no wheel chair for me and I was told that I had to walk.I have back issues and a lot of times I cant walk ****** suitcase was temporally lost. I had to walk begging every Latam employee to help me with a wheel chair and when a Latam *** laugh on my face and told that walking was good.I explained to him that I was in pain and couldn't walk. he told me and I quote " thats not my problem lady". I asked at least 4 people for help. Got yelled at and made fun of it. Finally when I got to the gate to board to ******* after over 1 hour of walking inside the airport I asked for a supervisor name ***. Who when I told what had happened told me that she was going to take of my situation and my tickets was going to be refunded. When I called to confirm I was told to wait until I got back to *** to call and request my refund. When I arrived back in *** on 08/23/2024 I called and I was told that nothing was going to be done and it was not their problem that I had a issue..This company almost send to the hospital.

  Business Response

  Date: 10/28/2024

  BB of Silicon Valley Complaint ID: ********
   
  Dear ******* ******
   
  We are in receipt of your recent comments addressed to the Better Business Bureau  regarding your travel experience with LATAM .
   
  We have conducted an investigation with respect to your matter, which included collecting information from our ************ in ********* , and after reviewing our findings, we have concluded  as follows :
   
  Wheelchair Service: Our records indicate that the request for  wheelchair service to help going up and down stairs (WCHS) was included in your booking .
   
  LATAM Airlines offers services that are available prior to and on the date of travel to ensure passengers with a disability and/or a special need promptly receive assistance, by or on behalf of the passengers, for the enplaning and deplaning process, including assistance by our personnel and contractors and the use of wheelchair, as required by the Air Carrier Access Act (ACAA, 14 CFR 382, Nondiscrimination on the Basis of Disability in Travel), Sections 14 CFR 382.91(b) and 382.95(a). As mentioned above, ******************* can also be requested at the airport on the same day of a passengers flight, and we will always make the best efforts to accommodate our passengers as promptly as possible according to wheelchair availability which sometimes could be delayed due to high demand.
   
  According to our findings from ***************** report , including a report from Gate Supervisor **** flight LA8181 from ******** landed in ********* at 5:40 am, the  door was opened for disembarkation at 5:55 am, and at 6:08 am our records show that the wheelchair assistance was declined.  
   
  Since  you missed the original flight to ******** (VIX) , our team was able to protect you on the next flight available to your destination at no additional cost to you.
   
  In consideration to any inconvenience you may have experienced, and in line with our service policy, we would like to offer you USD ****** (Four Hundred Dollars) in LATAM services, which will be added to the Wallet of your account.
   
  To accept this offer , kindly respond to this email as soon as possible
   
  CC : BBB 

• Initial Complaint

  Date:09/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a round trip ticket to **** for my mother leaving on august ******* Returning October ******* She changed her Mind she want to stay longer so I change the date to her desire of January ****** They charged me a penalty no problem but what didnt inform me was my mother couldnt stay that long in **** do to changes in the law the airline said when she got there the day of her departure she was unable to fly no one from LATAM airline was helpful they informed her and I couldnt change the return date and she couldnt broad the plane then I spoke to someone in latam customer service who spoke the worst English ever and it was very noisy and the phone connection was horrible and informed me they couldnt do anything which is absurd he charge me a penalty fee, which they canceled the flight and only gave me back my tax money which is incorrect, because Latam made the mistake of not informing me when I changed the ticket the first time instead of quick ti charge me with a penalty ******* am out $1100 and have to buy my mother who by the way is 77 years old they did this too a new ticket which is unexceptable these days.I just want a complete refund of my money do to there greedy Ness they teach there very rude non-English speaking customer service workers.Its wrong its the principal of it they do not help the customer once they purchase a ticket and change them they need to retrain there customer service personel

  Business Response

  Date: 09/10/2024

  BBB of Silicon Valley Complaint ID: ********
   
  Dear **** *******,
   
  Thank you for taking our call today .
   
  In reference to your case , we would like to inform you that LATAM Airlines has available a wide range of fares for the same routes to all our passengers; establishing as a unique form of differentiation between one and another conditions, such as purchasing in advance, or the inability to make any changes to the itinerary, among others. At the moment you choose a specific fare, you are accepting the conditions, which apply to all passengers without exception.
   
   Also as provided in our Air Transport Agreement, available at ******************************, and which you agreed to and accepted with the purchase and issuance of your air ticket, passengers are solely responsible for informing themselves about, and obtaining and fulfilling all travel requirements imposed by any authority in the place of origin and the place of destination, and must present identification documents, permits for exit, transit or entry, **** and any other requirement dependent upon the destination. The Carrier will not be held liable whatsoever for any delays or boarding refusals passengers may experience in association with, or arising from, their failure to comply with this obligation.
   
  As informed on our telephone conversation , as required by Peruvian authorities Us citizens can travel to **** for Tourism purposes for a maximum stay of 90 days.
   
  As a company committed to excellence in service, we regret that we were unable to achieve our goals on this occasion. We are concerned to hear that the service offered by our *********** was perceived as uncooperative, we apologize for any lapse in our expected performance.
   
  In consideration of the inconvenience and as a Service policy , we are pleased to offer the amount of USD ****** for the penalty applied to your refund .This amount will be added to LATAM Wallet of your account , and can be exchanged for cash by requesting a bank transfer.
   
  To accept , please reply to this email as soon as possible. 
   
   
  CC : BBB .

• Initial Complaint

  Date:09/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morning,LATAM Airlines lost and forgot my mother's dog at the airport of embarkation. After extensive searching, the dog was finally located, still at the original point of embarkation. During this time, she was left locked in her crate, where she injured herself trying to escape. Unfortunately, she lost her teeth and sustained a cut on the side of her mouth, which has left a scar. When she was finally brought home, there was blood inside the crate.LATAM has offered compensation to cover the cost of her care, but they require us to sign a document for this to take effect. However, I believe this process should be resolved without requiring us to sign documents drafted by LATAM's lawyers, especially since the company has neither acknowledged its mistake nor explained clearly what happened to our dog.I would greatly appreciate the BBB's assistance in resolving this matter. While I am open to closing this process, I am not willing to sign a document that seems to benefit only LATAM, as it should be neutral and impartial for both parties.