ComplaintsforLATAM Airlines Group S.A.

• Initial Complaint

  06/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am not that young anymore and I feel so disrespected. At first, Latam didnt help us at the airport in ***** they were very disrespectful to us. We lost our connection flight to ****** along with more than **************************************************************************************************** a new flight that day. We booked a hotel at the airport and everything was payed out of our pocket, without Latams help or cooperation. The trip lasted almost ************************* my age. They relocate us in a connection flight to ** when our original flight would fly straight ***** to ******. So many delays at the airport and they didnt even offered us water. I had to change my flight back home and I previously purchased a FULL fare that allows me 100% refund as you can see in my ticket. My flight would departure from ****** ** to So ********* on 05/28/2024. I called LATAM on 05/23/2024 and requested the refund. I received an email confirming that up to 7 business days I would receive 100% of my refund. Because I didnt receive the refund, I called Latam and they said my request was denied. I have never received an email informing that.I called LATAM and after many hours on the phone they said I wouldnt be able to change my flight or ask for a refund because I purchased different fares. 1 - there are no information anywhere in my ticket that if I purchase different fares I wont be able to request the refund for that one that allow me to. 2 - when I called to request the cancellation of my way back (FULL FARE), NO ONE told me I would lose my money if I did, or I could change my flight without losing my money instead 3- when we purchase in Latam website, they give us option to purchase different fares from outbound and inbound (and prices are separate as well), which invalidates their argument for denying my refund. So I humbly ask for a full refund of what I paid for my way back ticket (FULL FARE) rightfully mine, and not just fee and taxes refund.

  Business response

  06/17/2024

  BBB Serving Southeast Florida & the Caribbean, Consumer Complaint #********
   
  Dear **************** , 
  
  LATAM makes reasonable efforts to transport passengers and their baggage within a reasonable time, even though flight times are not guaranteed. In the event of schedule changes, delays and cancellations the air carrier's sole responsibility is limited to protection of ticketed passengers on the next available flight to their destination or if this is not possible or the protection offered is not accepted by the passenger, then refund the value of any unused portion of the ticket.
   
  Our records show that LA 8194 arrived to ***** at 18:05 PM , your connection to ****** was scheduled for 19:25 PM. It is important to mention that the minimum connecting time at ************* is 1hour and 30 minutes , reason why you were rebooked on the next direct flight available on May 15th, AA 618 .We apologize for your disappointment in our efforts.
   
  In an effort to help and as part of our service policy, we will provide a refund of the hotel accommodation in *****. Please submit receipts or other evidence of such actual cost (including visible date) in support of any reimbursement request.
   
  With respect to you refund , we also want to address that LATAM Airlines has available a wide range of fares for the same  routes to all our passengers; 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 The Economy Full fare for the first leg of your trip and ******************** fare for your return, therefore , the refund was processed accordingly. You are always entitled to the refund of the boarding fees .
   
  For your information , we have attached a copy of the purchase receipt.
   
  We regret our reply cannot be more favorable, but hope to have been successful in explaining our position on this matter.  

  Customer response

  06/19/2024

  Good afternoon.

  I would like to inform you that Ms. ******** representative from Latam Airlines, contacted me by email. I believe I haven't been clear enough in my request so far. She proposed a refund for the hotel we stayed at in *****. I have already sent the invoice and receipts of my expenses there for her review but did not hear back yet. I explained everything that happened during my ****BOS trip because I thought it was relevant for them to know how disrespectfully we were treated. My main request is a refund for my return ticket from *** to GRU scheduled for 05/28/2023. Here are the reasons for my request:
  1 - When I bought the ticket, there were two separate segments (outbound and return - with different prices and fares for each segment, meaning they are separate trips).
  I bought the STANDARD fare for the ****BOS segment and used it normally.
  2 - For the return segment ****GRU, I bought the FULL fare which states that I am entitled to changes without paying fees and a 100% refund if it's before my first flight (I did not take the first flight of the return segment) an I requested a refund on 05/23/2024 which was before the FIRST flight of my RETURN trip.
  3 - Nowhere on my ticket does it specify that the first flight must be on the outbound flight, so Latam's argument that I need to cancel before the first flight doesn't make sense. It needs to be clear what isn't and ends up leading the customer on. If you analyze it, the interpretation is vague and ambiguous.
  4 - When I called Latam on 05/23/2024, the agent never informed me that if I canceled my ticket, I would lose my money. She only CONFIRMED that my refund would be processed within 7 business days.
  5 - Latam did not inform me that my refund request was denied. I only realized after 7 days had passed and the refund hadn't been processed, which was too late for me to reschedule the flight and avoid losing my money.

  I am only requesting what is rightfully mine. I shared my story from the beginning as feedback to help improve Latam's services and customer relationships. We all deserve to be respected and treated as human beings.

  MY MAIN REQUEST is for a refund of the total amount I paid for the ****GRU return segment, once I did everything follwing the rules specified in my ticket.

  Thanks so much!

  Shirlei

  Customer response

  06/19/2024

   
  Complaint: 21856098
  
  I am rejecting this response because:

  Good afternoon.
  I would like to inform you that Ms. ******** representative from Latam Airlines, contacted me by email. I believe I haven't been clear enough in my request so far. She proposed a refund for the hotel we stayed at in *****. I have already sent the invoice and receipts of my expenses there for her review.I explained everything that happened during my ****BOS trip because I thought it was relevant for them to know how disrespectfully we were treated. My main request is a refund for my return ticket from *** to GRU scheduled for 05/28/2023. Here are the reasons for my request:
  When I bought the ticket, there were two separate segments (outbound and return - with different prices and fares for each segment, meaning they are separate trips).
  I bought the STANDARD fare for the ****BOS segment and used it normally.
  For the return segment ****GRU, I bought the FULL fare which states that I am entitled to changes without paying fees and a 100% refund if it's before my first flight (I did not take the first flight of the return segment).
  Nowhere on my ticket does it specify that the first flight must be on the outbound flight, so Latam's argument that I need to cancel before the first flight doesn't make sense. It needs to be clear what isn't and ends up leading the customer on. If you analyze it, the interpretation is vague and ambiguous.
  When I called Latam on 05/23/2024, the agent never informed me that if I canceled my ticket, I would lose my money. She only said my refund would be processed within 7 business days.
  Latam did not inform me that my refund request was denied; I only realized after 7 days had passed and the refund hadn't been processed, which was too late for me to reschedule the flight and avoid losing my money.
  I am only requesting what is rightfully mine. I shared my story from the beginning as feedback to help improve your services and customer service. We all deserve to be respected and treated as human beings.
  My main request is a refund for the total amount I paid for the ****GRU return segment. Nowhere on my ticket does it specify that the first flight must be the outbound flight. They charge separately for each segment and with separate fares. I did not take the first flight from ****** to ********** and I followed all the rules.

  
  Thanks so much!
  

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

• Initial Complaint

  05/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today, 05/27/2024 at approximately 7:40 p.m., my wife ****************** y **** gave me permission to access her LATAM account ************ and buy her a ticket with miles and money.I made the purchase from her LATAM account ************, I entered her name and her passport number and paid with the miles and her credit card.Due to some error in the LATAM system, she put my name on the ticket, surely because I have a LATAM account and I did it from my laptop which she surely recognized by the *** it is the only explanation I have. Peri it was a mistake by LATAM, I called after 10 minutes to change the name because it was a mistake by LATAM, and they wanted to charge me an additional $293 for the change. That is illegal, LATAM should review its systems. I asked for my wife's money back and they only returned $120.69. They did not return the ****** miles and $131.95. The LATAM return policy that I am attaching says that I have 7 days to make the return and I called after 10 minutes and they kept all the miles and the money.I demand a full refund of miles and money, because I called after 10 minutes, not after 7 days.

  Business response

  05/30/2024

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

   

  May 30, 2024
   
  BBB Serving ***************** & the Caribbean, Consumer Complaint #******** / ZD #********
   
  Dear **************, 
   
  We would like to inform you that we have processed the full refund for your ticket # ***-2158495818 dated 05/30/2024.
   
  Currently, your refund is in process. The payment details have been recorded in the account you indicated and the process may take up to 15 to 30 business days.
   
  If you have not received information regarding your refund after the date stipulated, we suggest you call our ************** and follow up on your case directly.
   
  We appreciate your trust in our services and want to reiterate that we are available to assist you whenever you need.
  
  Sincerely,
  ***********************************,
  Customer Relations
  *********************************************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a round trip from ************* to **** on April 21st, 2024, for $699.25. The confirmation number is JTNYPX. On May 18th, 2024, my flight from ***** to **** (Flight LA2002) was delayed by 5 hours, causing me to miss my connecting LATAM flight (LA2690) to ********. Due to the delay, no LATAM flights were available on the same day, and I had to purchase a new ticket on another airline at a higher cost. Immediate assistance was unavailable at the airport, as there were no LATAM representatives on site. Despite filing a complaint via the LATAM app, I have not received any response or assistance. I am requesting a full refund for the missed LATAM flight LA2690 due to these circumstances.

  Business response

  06/04/2024

  BBB Serving Southeast Florida & the Caribbean, Consumer Complaint #********
   
  Dear Fangzheng Tu ,  
  
  We are in receipt of your recent comments related to the inconvenience with the delay of your flight LA2002 from Cusco to **** on May 18th which suffered a delay due to an operational situation.
   
  As informed on case # ******** , corresponding to New York BBB complaint #******** , LATAM makes reasonable efforts to transport passengers and their baggage within a reasonable time, even though flight times are not guaranteed.
   
  In the event of schedule changes, delays and cancellations the air carrier's sole responsibility is limited to protection of ticketed passengers on the next available flight to their destination or if this is not possible or the protection offered is not accepted by the passenger, then refund the value of any unused portion of the ticket.
   
  It is also important to clarify that according to the procedures, the company's responsibility is limited to transporting a passenger from his point of origin to his point of destination , we do not assume the responsibility of guaranteeing connections on a itinerary that is not included in the same ticket or reservation. In reference to this , our records show that booking JTNYPX only included the international segments of your itinerary.
   
  As previously informed, in consideration to the inconvenience and as part of our service policy , we have accessed to your request to process a refund of the unused segment of your itinerary. Our records indicate the the refund was submitted and paid back to the same account you used to make your purchase. Attached you can find a copy of payment receipt.
   
   
  We appreciate the opportunity to review this for you and look forward to serving you again in the near future.
   
  CC : BBB  

  Customer response

  06/05/2024

   
  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,
  
  Fangzheng Tu

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 8, 2023. At 8:20 p.m. on Latam flight LA8191 m* husband, m* children 7- and 5-*ear-old and I would go to ******, we would arrive in ********* on June 9 at 5:35 a.m. and we would spend the whole da* getting around the cit* and at 10:20 p.m. we would travel to ************** on flight LA3350 and we would arrive at 11:20 p.m. at the *************************************** hotel that we had reserved to spend that night. However. On June 8, we arrived at ************* and checked in. The strange thing was that for the first time ever, the* did not ask us for our passports, and the* gave us our boarding tickets. The* informed us that the flight was dela*ed for 2 hours, which seemed normal to us, since there was heav* rain in the afternoon. We were waiting and then we arrived at our departure gate at 9:00 p.m. and apparentl* ever*thing was normal, at around 9:45 p.m. the* reported that the flight had been cancelled. The reason the* gave us, that due to the weather, the plane that was going to flight **************** had to land at another airport, in ***************. In advance, Latam should have known that the flight from ***** to ********* would not be able to take place that da*, due to hours of crew flights and other administrative processes. There was no reason to keep us at the airport for more than 5 hours with children, to sa* that the* canceled it after so much time, it is unheard of. The* told us that our flight had been rescheduled for next da* June 9 at 3:30 p.m., so our da* in ********* could not be possible, the plans we had in that cit* could not be carried out, nor the hotel that had alread* been reserved. for the earl* night of June 9/10 in ***. We live approximatel* 30 miles from the ************* and we had to take a L*ft (taxi-uber) that cost us $52.72, I attach the invoice, We called Latam customer service to see if the* could put us on another flight, since we couldn't waste more time, nor the commitment we had in *** on June 10, at first thing in the morning, and after more than 1 hour on the phone the* told us that there was no other possibilit*. We went to bed thinking that the flight was alread* confirmed for 3:30 p.m. However, when we woke up at 6 am, we checked the email and saw that the 3:30 pm flight had also been canceled without an* explanation and that the new flight was at 9:30 pm, meaning we would arrive in *** at noon. on June ************************************************************************* the morning. I called one more time and finall* after a long time on the phone the* put us on 2 stopovers to get to *** at 6:50 on June 10. Finall*, our trip was: June 9 at 1:25 p.m. Miami-Bogot on a plane that did not even have a TV to entertain the children. After all the inconveniences, we had to wait in ****** more than 4 hours, so we had to have lunch at the Crepes and ****************** at the airport for a total of $81.63. I am attaching the expense shown on m* credit card. Then we took a flight at 20:45 Bogot *********, another plane without entertainment and then the last plane on June 10 at 6:50 am. With all this I want to make it clear that the* not onl* made us lose mone* but, most importantl*, time, as well as the level of stress the* generated in our famil*. The information the* gave was incorrect, the staff the* have is not prepared to handle this t*pe of situation, since the* do not even understand what it means to travel with 2 small children. I asked for an upgrade, which the* denied all the time. To not end up with the inconveniences, I tried to file a claim, but it was not allowed on latam.com so I called them, and the* filed the claim. This was the answer from *************************** to m* case #********, the first flight was canceled due to weather issues and the* couldn't do an*thing and the second one was canceled for operational reasons that the* were going to pa* for the additional charges, he asked me to send the receipts that I had alread* attached to the case, I answered and the* never replied to me, finall* the case was closed without resolution. I submitted a new claim, with the reference number of the previous case. The new claim #******** the* responded to me on 10-31-23 that the* were not going to recognize an*thing. Since we cannot recover the lost time or erase the stress of going through this shocking situation, we request compensation to mitigate the **** (we lost 1 and da*s of vacation), mone* (taxi, gasoline, plans in *********, hotel reservation in ***, etc.), stress and discomfort for both children and us. This is wh* I am opening this claim with *ou, the* hide behind the fact that the first flight was canceled due to the weather, but the* have no wa* to justif* the handling the* gave to the situation. And even worse, the* have no wa* to justif* the cancellation of the second flight on June 9 at 3:30 p.m. The* didn't cancel one flight but two. It is a lack of respect for the passengers who trust and believe that the airline will respond with respect. Attach: The* asked me for an invoice for the transportation service with the name of one of the passengers: I am attaching the invoice we received from the ************ who transported us from ************* to our house in *****. The invoice shows our email, which is the same one we used for the reservation and for this claim, the* show the map of the route, the time and the value $52.72 dollars. Cop* of m* credit card statement, showing the charge from the Crepes * ***************** on June 9 at the *************, for $81.63 dollars Hotel reservation that we lost on the night of June 9 in ************** amounting to ****** reals. At the exchange rate of that da*, it would be approximatel* $134.14 dollars I am looking forward for *our response, Thank *ou,

  Business response

  05/21/2024

  Dear ********************
   
  We received your comments addressed the Better Business Bureau regarding your experience with LATAM Airlines.
   
  LATAM makes reasonable efforts to transport passengers and their baggage within a reasonable time ,even though flight times are not guaranteed. We understand that these changes can be disruptive and therefore we aim to provide pleasant, trouble-free travel. In the event of schedule changes, delays and cancellations the air carrier's sole responsibility is limited to protection of ticketed passengers on the next available flight to their destination or if this is not possible or the protection offered is not accepted by the passenger, then refund the value of any unused portion of the ticket.
   
  As informed in our telephone conversation , your flight LA8191 ***** to ********* on June 8th , 2023 was cancelled caused by extreme weather conditions in *****. The inbound flight that serviced LA8191 that day had to be diverted to ****************
   
  In order to minimize the inconveniences , you were protected on another flight, in the same class of service, to your destination. We regret to hear that our efforts were not up to your expectations
   
  It is important to mention that if your flight is delayed, sometimes difficult for airlines to estimate the total duration of a delay during its early stages. The so- called "creeping delays," occur , the carrier make its initial estimate of the length of the delay, and it is possible, that the weather that had been forecast to improve can instead deteriorate, or a mechanical problem can turn out to be more complex than initially evaluated.
   
  As agreed , and as part of our service policy we will access you request for a refund of USD ****** . The amount will be added to the LATAM wallet of your account to be exchanged for cash by requesting a bank transfer.
   
  We appreciate your understanding and look forward to hearing from you soon 
   
  CC: BBB 

  Customer response

  05/29/2024

   
  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

  04/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Subject: Complaint Against LAN Airlines I'm deeply disappointed with LAN Airlines' escalating prices and extra charges for basic services like seat selection and baggage. The decline in service quality, confusing website, and excessive fees for flight changes add to the frustration. LAN must prioritize customer satisfaction over profit.Thank you.

  Business response

  04/25/2024

  Dear *******************************,   
  
  We are in receipt of your comments regarding our website, fares and services that we offer to all our customers. 
   
  In this regard, we would first like to point out that we offer a wide range of fares on the same routes, establishing as the only form of differentiation between one and another certain conditions, such as the impossibility of making any kind of change or refund, among others. When you choose a fare, you accept the corresponding conditions, which apply equally to all of them.
   
  Our web site is a self-service channel where you type in your best option. The system displays in a clear and friendly way the flight information, dates, fares and conditions, among other data. 
   
  We appreciate your feedback , your comments have been transferred to the responsible areas for further evaluation and review.
   
  We extend our apologies for any disappointment experienced , and we remain available for any future assistance you may need.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I tried to purchase a ticket online using the Latam Airlines website. The web kept telling me there was a problem with the system and that I should try again.I did that 34 times and it did not work. I called the company and stayed on the phone with them for 3 hours (you can ask them for the recording). After many back and forth, I was able to pay for the ticket but the company kept telling me it was a problem when trying to issue my ticket. I waited an entire day for them to call me back, I called them back again like 2 or 3 times. they told me they were working on their system but nothing. I asked several times to ask someone from their IT team to fix the issue (I guess an airline that issues tickets and has a system should be able to fix that) but after also initiating a conversation on ******** they told me they were not able to fix the problem. I asked for a refund and to return my miles since they used both but until today I got an email saying they want my credit card number to charge me again and continue with the process. I just cannot believe a company that should have a good system can't fix a problem, can't refund me my money, and make me wait for days to say that they just can't sell me a ticket because the system did not work. I need them to either give me my ticket now for free or do something to refund me and refund compensate me ASAP. The total charged is ***** dollars plus around 6k miles.

  Customer response

  04/25/2024

  I received a call last tuesday from Latam asking me about the case. Explained all (again) and a laidy called ******* told me she will call me back today Thursday April 25th with a response (you can ask for the recordings) I did not receive a call (again, since they always said they will call back but they never do). I e-mailed asking her for news. She called me back but I couldn answer and I asked her to provide an answer by e-mail. she just e-mailed me and BCC you saying they are still working on my case and I cannot belive this is taking so long! they should have an IT able to fix any glitch. 

  I request for my ticket to be issued and do not have to pay more since the price changes every day and they told me I would have to pay the difference.

  Thank you!

  Business response

  04/29/2024

  BBB Serving Southeast Florida & the Caribbean, Consumer Complaint #********
   
  Dear **************** ,
   
  As informed in our telephone conversation today, we have been notified in order to process your purchase you must change the form of payment or contact them your bank directly , since that have rejected your purchase .
   
  In consideration of the inconvenience experienced , as a one-time exception , and as part of our service policy , we have issued booking GAMRZP, in accordance to your request . At the same time we added the amount of ***** in LATAM services to the wallet of your account to pay for tickets, seats, baggage allowance and boarding fees whenever you wish.
   
  Attached you will find a copy of booking GAMRZP,
  
  We apologize for the delay in responding to your request and appreciate your understanding.

  Customer response

  04/30/2024

   
  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.

  However, and as you see attached, I requested the company to continue working on inproving their services as well as looking for an answer from their team to try to figure it out what happened with their system.

  Also the response of the company was slow and non client friendly so even when they proceed to issue a ticket for me and pay for my seat and baggage, I hope this situation does not happen again. It is very hard to deal with a company that seems to do not care much about their clients.

  Hope this stays as precedent for future clients and this situation can be avoided in the future.

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

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my severe frustration regarding the ongoing issues with the cabin upgrade segment benefit. I recently attempted to apply my 2 available upgrade segments to premium cabin for an upcoming flight. Unfortunately, despite trying well over 72 hours before departure, the segments disappeared from my account without explanation, and I was unable to use them.Frustratingly, my account now shows no available upgrade segments, indicating that the system erroneously used them despite the failed application. This is the second time I've encountered this problem when attempting to use my cabin upgrade benefit.I am deeply disappointed that I cannot reliably use a benefit that is a major reason for maintaining my LATAM credit card. These repeated system errors are causing significant inconvenience and make the value of the card questionable.Please I request the refund for my plus ticket that I got just to be eligible for this benefit and my cabin segments back to my latam account.Andreia

  Business response

  04/10/2024

  BBB ref:  21554050
  LATAM Ref.: 59689511
  
  
  Dear Sirs,
  
  We acknowledge receipt of your claim regarding the cabin upgrade segment benefit, on behalf of *******************************.
  
  To this respect, we consulted our LATAM Pass area, which confirms that the coupon expired on April 4, 2024, which is why ******************** cannot use it. No system error occurred.
  
  In her current Gold category there are only 4 vouchers for ******************** and her travel companion for flights within South America.
  
  For this reason, we regret to inform you that ******************** will unfortunately not be able to access the benefits of an upgrade with coupons for her trip tomorrow under booking code MGTAXG.
  
  Thank you for the opportunity to review your case.

  Customer response

  04/10/2024

   
  Complaint: 21554050
  
  I am rejecting this response because:
  I encountered an issue while trying to redeem a coupon that was seemingly available at the time. I clicked the upgrade link and updated my documents as prompted, but the coupon then disappeared. If the coupon had expired, it shouldn't have been displayed or allowed me to proceed with the update process. I believe this might be a system error. Could you please investigate this further?
  Sincerely,
  
  *******************************

  Business response

  04/11/2024

  Dear ********************, hello.
   
  After consulting with our LATAMpass department, we were informed that the Cardless Premium benefit is a banking agreement. Therefore, the expiration date depends on the bank and all information is provided through them.
   
  LATAMpass confirms that there is no record of any system error.

  Customer response

  04/11/2024

   
  Complaint: 21554050
  
  I am rejecting this response because: I am 100% this was available until I applied for the upgrade, it disappeared right after I uploaded my document information. I was very excited about a program advertised as a benefit, but it turned out to be misleading. To participate, I had to purchase a more expensive "plus ticket" costing an extra $100 each way. However, when you try to use this benefit, it became unavailable.
  
  This is False advertising! I tried to use it for two times, and both of the times I paid more for my ticket and Latam make a way for you not use it. The first time my flight was cancelled due to maintenance, I couldn't transfer the benefit to the rescheduled flight.
  This experience feels like a bait-and-switch tactic. I paid extra for a benefit I couldn't use, and even when the opportunity arose, the program wouldn't allow it.

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

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Flight from ******, Chile to ******** Chile: The Sake-down, dismissal, and disrespect.Dont think my wife and I have every been treaded with such disregard and disrespect than by the employees of LATAM airlines.Original tickets where purchased months ago and included the fee for one overhead carry-on each and one under the seat carry-on each. I believe the originally ticked seats where on LATAM Airlines, 1 April 2024, flight LA377 from ***************************************************First the airline changed our flight our plan requiring us to wait extra hours in ******, which itself would not be a problem. Meanwhile I requested a change of seating so that I might have an aisle seat and was so assigned to an ailed seat in row 28 (Group 6, and the last row of seats in the plane). Several minutes before boarding two plain clothed employees of LATAM airlines approach my wife and requested her boarding pass; and, seeing she was assigned Group 6 informed her she would need to pay an extra fee for her over-heard carry-on (by the way I did not see them approach anyone else). She politely explained we had already paid for the overhead carry-on months ago. Her statement was dismissed. Next the LATAM employees turned their attention to me giving me the message that since I too was in group 6 an extra fee was required of me as well. My statements, just as my wifes were simply ignored and dismissed. There appeared to be no thought or inquiry into how we ended up on that flight or in Group 6. We had boarding passes for Group 6 and that was sufficient to demand additional fees, ignore our information, and disrespect us.Bringing the argument to the service desk, at boarding, we were once again dismissed and disrespected until I produced a hard copy of the original booking information. At which time we were asked why we were not on the original flight as if we could know why. The airline itself had cancelled that flight and rebooked us for reasons known or knowable only by them. At this point LATAM employees no longer request an extra fee but only that we check in the two overhead carry-ons.We were the last to board and had to walk to the end of the plane and thus observed there were lots of places in the overhead bins for two more pieces of luggage and more.Too make matter even worse the attendants handed a handful of popcorn to each passenger. Being the last served I could see likely hundreds of tinny bags left and so requested an addition handful. This was denied. Frankly this denial, I believe, further reflects the mean-spirited, unkind, ungenerous, and disrespectful attitude of the employees on that flight and perhaps either a poor choice of employees or poor training or both.

  Business response

  04/12/2024

  Dear *************************,   
   
  We are in receipt of your comments regarding your recent experience on flight LA377 from ****** , to ******** on April 1, 2024.
   
  LATAM makes reasonable efforts to transport passengers and their baggage within a reasonable time, even though flight times are not guaranteed. We understand that these changes can be disruptive and therefore we aim to provide pleasant, trouble-free travel. In the event of schedule changes, delays and cancellations the air carrier's sole responsibility is limited to protection of ticketed passengers on the next available flight to their destination or if this is not possible or the protection offered is not accepted by the passenger, then refund the value of any unused portion of the ticket. .
   
  We are aware of the inconveniences that itinerary changes may cause , therefore LATAM Airlines notifies the changes advance in order to offer flight alternatives according to our passengers needs. Our records indicate a schedule change was notified on February 25th , and LA377 on April 1st departed on-time at 08:11am.
   
  In reference to comments regarding your carry on luggage , we must point out that seats on row 28 on domestic flights are always assigned to passengers traveling with basic fare (regardless of membership category), which includes only a handbag (purse, backpack or laptop bag) to be stored under your front seat. Carry-ons are not included in this fare.
   
  Also, we are concerned to hear that the service of our crew and airport staff was perceived as uncooperative under the circumstances and apologize for any lapse in our expected performance. Your comments have been transferred to the responsible areas for further evaluation and review.
   
  We extend our apologies for any disappointment experienced , and we remain available for any future assistance you may need.
   
  CC : BBB 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I flew with LATAM from *** to *** and the flight was completely cancelled and then rescheduled for the next day. I spoke to the agent at the airport and they informed me that all my expenses would be reimbursed during that time in addition to receiving a refund for the flight booking fee so I am attaching those expenses. This was such a complete disaster by the airline and I lost an entire day of my trip and vacation due to the airline that I will never get back. I am truly dissatisfied with LATAM and do not want to fly with you in the future. ************* in ******** - $450.98 ************** $104.70 LATAM flight cost - $491.80.After sending this complaint to the company they responded and said they can offer me $105 credit, that is it. I was explicitly directed by the airport superintendent to submit a claim for all my expenses incurred due to the reschedule and they would be reimbursed. They continue to argue with me that they have a policy that they only can reimburse $105. This is a joke and terrible customer service. How would you not reimburse the hotel that I cannot use because of your failure to complete a service that I paid you for? The only resolution I see is getting reimbursed in dollars for the full amount and not with LATAM credits because I will never fly on the airline again in my life.

  Business response

  04/02/2024

  Dear ********************, 
  
  We acknowledge receipt of your comments submitted to the Better Business Bureau regarding your recent travel experience with LATAM Airlines from *********** to ******** on February 22nd, 2024.
  
  Based on our records, the aforementioned flight was cancelled due to operational reasons. However, we promptly rebooked you on a flight departing the following day to ******** and provided all necessary assistance during the waiting time in *****.
  
  We would like to inform you that a credit of USD 105, which covers the additional costs incurred in *****, has already been credited to your LATAM Wallet.
  
  Regarding your request for a refund of the LATAM Airlines ticket cost, we regret to inform you that we are unable to process it, as the ticket was utilized for your travel from ***** to ******** on February 23rd, 2024.
  
  In regards to your claim regarding the cost of the prepaid hotel in ********, we would like to clarify that we cannot be held responsible for services purchased from third parties upon arrival at your destination.
  
  We appreciate your understanding in this matter and remain available to provide any further information you may require.
  
  Yours sincerely,

  Customer response

  04/07/2024

   
  Complaint: 21504426
  
  I am rejecting this response because: I purchased the prepaid hotel in ******** prior to my trip starting. How can you expect someone to not book hotel accommodations prior to a trip? I am requesting a refund because LATAM is solely responsible for me missing my hotel reservation and not being able to use the hotel that I paid for. If LATAM would have performed the service that I purchased from them properly I would have used my hotel like I anticipated. I am unclear how LATAM doesnt take responsibility for failing to meet the service that I paid them for and then believes I shouldnt be reimbursed for the hotel that I had to prepay prior to knowing my flight would be canceled. Please advise how you continue to argue against giving a refund for this. 
  
  Sincerely,
  
  ***************************

  Business response

  04/10/2024

  Dear ********************, 
  
  We acknowledge receipt of your disagreement regarding LATAM Airlines response to your claim through Better Business Bureau. 
  
  As mentioned before, regarding the cost of the prepaid hotel in ********, we would like to reinforce that we cannot be held responsible for services purchased from third parties upon arrival at your destination.
  
  Nevertheless, we kindly ask you to provide a copy of the hotel receipt, where indicates the daily rate, for our analysis. 
  
  Thank you for your understanding and we will be waitting for your response. 
  
  Yours sincerely, 

  Customer response

  04/10/2024

   
  Complaint: 21504426
  
  I am rejecting this response because:

  Attaching the hotel receipt. As you can see, I was charged and had to prepay the hotel prior to knowing the flight would be canceled and the hotel charges 2days prior to check in. $471 was for 3 nights so one night reimbursement would be $157. Thanks.

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

  Business response

  04/16/2024

  Dear ********************,

  Thank you for sending the copy of the prepaid amount made to the Hotel Nomada and for explaining that the total amount paid was related to 3 nights, which you could not enjoy the first one. 

  As a gesture of goodwill, we will attend your request for refund of the daily rate, corresponding to the amount of US$ 157. This has already been credited into your LATAM Wallet. 

  We hope you will consider this solution, satisfactory, and please do not hesitate to contact us should you require any further assistance. 

  Yours sincerely, 

  Customer response

  04/16/2024

   
  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

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Urgent account unlock request Three years ago, I updated my residential address from ****** to *****************, providing all the necessary documentation as requested. Since then, I had been using my account normally, conducting transactions, redeeming my points, and so on.However, last November (November 2023), I was surprised by the abrupt blocking of my account. Since then, I have been trying to resolve this issue by repeatedly contacting LATAM's support team, but without any success.I have sent, more than once, all the requested documents, including passport, driver's license, proof of address, and other relevant documents. Recently, I received an email from ********************************* from the customer support department, requesting the resending of all previously mentioned documents and informing me that my points would be halved due to my change of address.I would like to emphasize that my change of address was made about three years ago, and I am trying to resolve an undue blockage of my account that occurred four months ago. I request that this situation be treated with the appropriate urgency, as it has been dragging on for months, causing me inconvenience and loss.I need my account to be unblocked immediately so that I can use the accumulated points as previously agreed upon.I await a response and an effective solution to this problem.

  Business response

  03/20/2024

  BBB Serving Southeast ******* & *************, Consumer Complaint #********
   
  Dear ***************************** , 
   
  We received  your comments addressed to the Better Business Bureau regarding issues with you LATAM account.
   
  Our Frequent Flyer Program, LATAM Pass Program, program or LATAM Pass: allow you to accumulate LATAM Pass Miles, ********** Points and ********** Segments when flying on all routes operated by LATAM Airlines and Associated Airlines, as well as when using the services of other associated companies, subject to some conditions and requirements.
   
  Our records indicate that due to changes on your account and for security reasons, your account was temporarily unavailable. Updates to your account were applied, and we are pleased to confirm that problem has been successfully solved, therefore, your account is now active.
   
  Please log-in to your account at  *******************************************************************************;
   
  if the problem persists , kindly open a new case referring to case # ********.
   
  Once again we apologize for the delay, we  look forward to seeing you on board our flights  again soon 
   
  CC : 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. ↩