ComplaintsforLatam Airlines

• Initial Complaint

  09/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had my LatamPass account *********** blocked in August 2023 because I issued more tickets than allowed without knowing there was a limitation. Latam told me they would give me my account back after 6 months. In March 2024, I opened case #********, #******** and #******** and sent the required documentation more than 5 times to get my account back to no avail. I have double citizenship, so I tried to move the account to the **, but then Latam informed me they would cut my miles in half. So I decided to get the account unblocked in ******. It was unblocked in August but to my surprise, I cannot use my miles. So, I have access to the account now but I am unable to use my miles, issue tickets or do anything with them. In ******, they keep asking me again and again to send the same documents, which I've sent at least 5 times.Could you please help me to get my Latam Pass account back with the possibility of using my miles? Thank you, ***** ****

  Business response

  09/06/2024

  BBB of Silicon Valley Complaint ID: ********
   
   
  Dear ***** **** , 
   
  We received your comments addressed to the Better Business Bureau, regarding the inconveniences with your LATAM PASS Frequent Flyer account .
   
  In order to serve you better we tried calling ************** , however , we were unable to reach you.
   
  As a company committed to excellence in service, we provide a personalized attention to our LATAMPASS passengers , we regret that we were unable to achieve our goals on this occasion
   
  In reference to your comments , our records show that your account was reactivated on June 26, 2024 , and we have confirm that you were able to redeem your points today.
   
  If your need more information about the terms and conditions of the program , we invite you to visit us at
  *****************************************************************************************************************************
   
   
  We appreciate your patience and apologize for the inconvenience.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We changed our return flight to July 29, 2024. We were charged $300.00 for the change. Latam stated that we had to return before July 31, 2024, with our pet. Our schedule return was for August ****** They stated that CDC changes would not permit our pet to travel. CDC changes only required an online dicument and that the pet was vacinated for rabies in the ***. We had to cancel our travel plans and return early. Total pet charges were $1300.00 for pet to travel. Our flight was $2770.00.

  Business response

  08/16/2024

  Dear ****************************
   
  We are in receipt of your comments addressed to the Better Business Bureau the inconveniences with your Pet Transportation returning to *** on August 5th , 2024
   
  As informed in our telephone conversation , the Centers for Disease Control and Prevention (CDC) of ***************** established new requirements for the entry of dogs and cats (including service or emotional support animals), as of August 1, 2024.
   
  We have reviewed the information , and by the time they made the change to your reservation, the information available at the time  was that we were unable to transport animals to/from the ************* until the necessary information from CDC was finalized. The final information was updated indicating that the embargo was lifted for PETC vaccinated in the *** and (*) originating in low or no rabies risk countries, only connecting in SCL (no risk country)
   
  Given the above, and a previously informed we offer a refund of USD ****** corresponding to the penalty for a change of date . This amount will be added to your LATAM account and can be exchanged for cash, by requesting a bank transfer.
   
  To accept , kindly respond to  this email as soon as possible .
   
  CC : BBB 
   

  Customer response

  08/17/2024

   
  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

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 19, I was told by the agent over the phone to purchase latam + seats to get a bassinet. When I arrived at the counter in ********, I notice they changed my seats to economy. The agent told me to resolve my issue at the gate. She was not knowledgable at all and treated us with no respect. In addition, when we tried to ask at the gate, the representative there said I had to take care of that in check in. Everyone just went in circles. Point been it sounds like no one knows what they are doing. That said I was assign 30H and 30J instead of my originally purchased latam+ 16J and 16H. The interesting thing is that when we went from *********** to ********* we had latam + bassinet in aisle 12 but the representative told us the aircraft from ********* to *********** did not have it which was false because it did when we ask the flight attendant. By that point those seats were given to another person. Latam is very very confusing but I want me refund for my ****** USD that we paid for those seats since we were just thrown into economy. They need to stop overselling tickets and then pushing people to economy. my wife, my 4 month old, and I had a poor experience during the flight.

  Business response

  08/15/2024

  Dear ********************** , 
   
  Thank you for taking our call
   
  We are committed to provide an excellent service in all areas of our operations, and we are concerned to hear that your travel experience did not meet our standards of service. We have referred your comments to the responsible areas for their review , in order to avoid similar situation in the future.
   
  We would like to clarify that passengers may request assigned seats previously as part of the benefits depending on the fare, but the reservation is not always guaranteed, since sometime operational situation might change the type of aircraft that service your flight.
   
  As explained in our telephone conversation, we must add that the **************** is not available in all our aircrafts . This courtesy service consist of a bassinet for transporting infants, which is installed on the aircraft panel in front of the passenger. Normally , the **** is located in the first row , seats 12AB, 12F, but also on row 30FH on ******* aircrafts .
   
  As informed , we offer the refund of USD ****** to be added to the Wallet of your LATAM account to be exchanged for cash by requesting a bank transfer.
   
  To accept , kindly respond to this email as soon as possible.
   
   
  CC : BBB 

• Initial Complaint

  08/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  A cousin bought a flight ticket for me. However, they put in the wrong name and we both went to the ticket desk in the airport to try to get it changed. The LATAM representative told us they could only change a single letter in the name -- and that I needed documentation of a name change. Since the name was not and never was my legal name, I had no documentation, and we were forced to buy TWO tickets to change the name to my legal name. This cost well over $1k USD. Later I found out from a friend of mine that ****** has a law requiring airlines to change names on flight tickets in the case of a mistake, for free - we never should have paid!!!The law cited: *************************************************************************************************************** To make matters worse, the only way we could have gotten better help was by calling their customer service number. We were in ******, the number they had was in **, and none of our phones could call that number from *******We tried getting in touch with customer service but they told us that since the flights had been completed, nothing more could be done. What a ripoff.

  Business response

  09/13/2024

  BBB SILICON VALLEY COMPLAINT ID ********
   
  Dear *******************,
   
  We received your comments addressed to the Better Business Bureau, regarding the inconveniences with your  booking.
   
  In order to serve you better , we tried calling  ************** , however , we were unable to reach you. .
   
  As a company committed to excellence in service, we want  provide a personalized attention to our passengers. We regret that we were unable to achieve our goals on this occasion and assure you that this matter has been thoroughly reviewed in order to improve our services in the future.
   
  In reference to your comments , we want to inform you that currently, the tickets are non-transferable, hence, name changes on a confirmed reservation are not permissible. You will need to cancel your ticket and book a new ticket with the new passenger's name. Cancellation charges, if any, will be applicable accordingly.
   
  LATAM like most airlines will correct mild misspellings or missing letters for no extra fees. once  in order to match their government-issued ID or passport. since TSA rules say the name on the boarding pass must exactly match the passenger's government-issued ID presented at the security checkpoint. When booking, use the form of your name that is on the photo ID that you will show at the airport, the Department of Transportation advises.
   
  We have reviewed your bookings  confirming that name change was from  Thorn/ Lymon  to Thorn/ *****************,   therefore,  the exception did not apply. However, in an effort to help  and as part of our service policy we will proceed to refund  the full amount of the unused ticket 0452160934116 through  an automated repayment process , that pays back  to the same account you used to make your purchase.    Pleas allow between 7 to 10 business days to reflect on your account .
   
  We appreciate your understanding

  Customer response

  09/19/2024

   
  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

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought the wrong flight.I called within 24 hours to cancel my purchase. The agent said that even in the 24hs period I had the right to just 30% refund. I called again another day and another agent say that I have the right to a full refund if I cancel the flight in 24 hours but as the period has passed they can give me only a 30% refund. Even after explaining the situation with the first agent, the second agent said they can do nothing and that I should create a written complaint. I created a written complaint explaining the situation with the first and second agents and the company response is that due to the type of ticket I bought I have the right to just 30% refund (Even calling within 24hs?).I want to cancel this flight and want a full refund as I called with this intention within 24hs.

  Business response

  08/07/2024

  BBB of Silicon Valley Complaint 22100838
   
  Dear ***********************************   
   
  Thank you for taking our call today .
   
  As informed in our telephone conversation , we want to assure you that in accordance with the applicable regulations, our procedures include providing a full refund when requested within 24 hours of purchase for tickets that are purchased at least seven days before a flights scheduled departure.
   
  Therefore , in accordance with the evidence provided , we have submitted your request  to an to an automated repayment process , that pays back  to the same account you used to make your purchase. Please allow between 7  to ****************************** your account
   
  If  after that time you find that you need to contact again regarding this request , please go to www.latam.com, select ************ complete a new form referring to the case number # ********
   
  We appreciate the opportunity to review this matter and hope to serve you again in the near future, this time to your complete satisfaction.
   

  Customer response

  08/16/2024

   
  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

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a flight from ****** to **** on the 11th of july (and from **** to ****** on the 25th of july), and was allowed to board the plane, however i was denied entry to **** due to a **** requirement.Therefore, as requirement of Peru regulations, the airline that flew me to **** is responsible for flying me back. LATAM put me on the next flight back to ******, however i had fully paid for my return trip.Now, they are refusing a refund( request was refund only for the return flight) because i booked through an agency(FlightHub), however LATAM exchanging the return flight that I had originally on the 26th, means that this flight is now booked through the airline. Hence, Flighthub has no access to any of my information and directing me to LATAM, and LATAM is directing me to FlightHub.Furthermore, if log in to my LATAM page, they completely erased my passanger information, and keep providing me with the incorrect information regarding who to reach out, as well as do not address the issue that i state.The airline is fully responsible for returning me tp the place of origin, as per peru regulations, whether I had a return flight or not.This has been a highly stressful situation, and LATAM keeps sending me in circles. I want full refund for the return flight only, as they are responsible for flying me back.

  Business response

  07/30/2024

  BBB of Silicon Valley Complaint ID: ****************************
   
  Dear ***********************   
   
  We are in receipt of your recent comments addressed to the Better Business Bureau (BBB)  regarding the inconveniences experienced with your flights from ****** (CUN) to *********; (LIM )  on July 11th , 2024
   
  We understand that you are seeking a refund  for the return of your itinerary .However, we would like to draw your attention to our Contract of  Carriage, which you agreed to with the purchase of your tickets with LATAM and outlines the  responsibilities of passengers in terms of obtaining and fulfilling all travel requirements imposed by the authorities at the place of origin and destination. This includes presenting the necessary identification documents, permits, visas, and any other required documentation dependent upon the destination.
   
  It has been confirmed through our internal investigation that you were declared inadmissible ("INAD")by the local authorities upon your arrival in **** , ****  due to the lack of required travel documents,(Improper Documentation). As per applicable law, an INAD passenger due to Improper Documentation must return to their country of origin or nationality, and it is the airline's responsibility to coordinate this return, while any extra expenses incurred are the passenger's responsibility.
   
  Therefore, under these circumstances , we are unable to access you request at this time.
   
  We  regret our reply cannot be more favorable, but hope to have been successful in explaining our position on this matter. We very much appreciate the opportunity of reviewing this matter for you and confident your future contacts with us  will meet with your complete satisfaction.
   
   
  CC : BBB 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Feb 28th, I spent over an hour on the phone trying to get one checked bag added to my itinerary (confirmation #FBFCXV). They said that I would need to get it added once I went to the airport. On the morning of my flight, I was charged $158.04 for ONE checked luggage. I wrote LATAM multiple times (June 9th and June 16th) to no avail and received no responses.

  Business response

  07/11/2024

  BBB of Silicon Valley Complaint ID: ********
   
  Dear *****************************, 
   
  We received your comments addressed the Better Business Bureau regarding your experience with LATAM Airlines.
   
  In reference to your comments , 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.
   
  Our records show that the fare purchased was a light fare that did not allowed checked baggage , therefore, it had to be pay .  Airport report indicates that 1/22Kgs  was checked under airport rate .
   
  However , In consideration of any inconveniences you  encountered, and as part of our service policy , we added the amount of USD ****** to the LATAM Wallet of your account.
   
  To withdraw money :
   
  Go to your LATAM Wallet menu
  Request money withdrawal.
  Enter the amount you want to withdraw and then fill in the requested information.
   
  If the request is processed successfully, the money will be reflected in your account within 3 to 7 business days. Please note that these periods are subject to the bank's processing times.
   
  We appreciate your patience and hope you'll continue to choose LATAM , and our Connection Carriers for your future air travel needs.
   
  CC: BBB 

  Customer response

  07/11/2024

   
  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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is the second time I have issues traveling from ****** to ******* with my Travel Parole. The personnel at Latam never seem to understand this document can be used to travel to the U.S.A since it is a document given by USCIS in lieu of waiting for a green card. My wife is an American citizen and petitioned for me but while we wait for the process we use this Travel Parole to travel. I had issue with Latam in ****** before traveling with this document. It was a horrible experience when I missed the plane June 21, 2024 as the representative did not understand what the travel parole was and took over 1.5 hours to research it. The representative was also confused because the Parole had a document number different from my passport which actually are two different numbers. I explained the Parole ID number was actually my alien umber and not a passport number. I ended up missing the plane. A new ticket was reissued for the next day but I had to incurred in additional hotel, meal cost and taxi transportation again. This delayed cost me over $150 and it was not due to me not been on time at the airport but to Latam's lack of training and understanding on something they should understand. Even on June 22nd again I had to wait over 2 hours for them to understand what a Travel Parole is and almost loss the flight again. This to me is something basic any attendant should read and understand. The attendant even told me some rude comments stating that because I am from *********, I should get used to this kind of difficulties to enter the U.S.A. which was extremely rude. I asked that I be reimbursed for part of the cost of the ticket to mitigate the problems caused by Latam.

  Business response

  07/11/2024

  BBB Complaint ID: ********
   
  Dear *********************** , 
   
  We received your comments addressed to the Better Business Bureau regarding your experience with LATAM Airlines.
   
  As a company committed to excellence in service, we provide a personalized attention to our passengers., we regret that we were unable to achieve our goals on this occasion.
   
  We are concerned to hear that the service provided in ****** did not meet our standards of service. Although we placed great emphasis on training and supervision of our personnel, the fact of human error can sometimes create embarrassing results, we can assure you that your comments have been referred to the responsible areas so the proper action is taken to avoid similar situations in the future.
   
  As informed in our telephone conversation , in consideration of any inconvenience encountered we will provide reimbursement of reasonable, actual and verifiable incidental expenses incurred in ****** Please submit receipts or other evidence of such actual costs (including visible date) in support of any reimbursement requests.
   
  We appreciate your cooperation and look forward to hearing from you soon. 
   
  CC : BBB  

  Customer response

  07/11/2024

   
  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,
  
  ************************* **********

*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. ↩