Complaints

This profile includes complaints for LATAM Airlines Group S.A.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  LATAM Airlines Group S.A.

  6500 NW 22nd St Doral, FL 33122-2234

• 

  LATAM Airlines Group S.A.

  PO Box 520846 Miami, FL 33152-0846

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:03/27/2025

  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.

  My wife and I planned a vacation in ******** and purchased tickets on Latam airlines. The flight res * GRNAXN. ******* to Bogota wirh return flights in 10 days. The day before the flight march 25, I got very sick and i knew i could not fly, i had to see my doctor. My wife called Latam to explain what was happening and that we had to cancel the flight as i had doctor appt next day with my doctors PA. The person my wife spoke with said we could get a refund but only with doctors note. So after the doctors visit. i find i have a kidney stone and have to have it removed, my surgery is scheduled for Wednesday. So my wife called Latam back wirh the note and ct scan but this time she given the run around, kept on phone for 2 houes only to be denied our refund. I think this is wrong. We will diapute on our cc and i will be filing complaints wirh DOT and any other agency thats appropriate. I believe Latam should offer a rrfund or at least a voucher to be used when I'm better.

  Business Response

  Date: 04/01/2025

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

   

  April 1, 2025
   
  BBB Serving Southeast Florida & the Caribbean, Consumer Complaint #******** / ZD #********
   
  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);"> 
  We received your comments addressed to the Better Business Bureau, regarding your refund request for booking GRNAXN.
   
  We are pleased to inform you that the refund for tickets number 045-2221421984, 045-2221421985, 045-4446120211 and 045-4446120212 has been approved.
   
  Your payment is processing, and the payment will be refunded to your original method of payment. The process may take up 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.
   
  Thanks again for contacting us. We hope to continue enjoying your confidence.
  
  Sincerely,
  ********* ************ style="line-height: inherit;">Customer Relations
  LATAM Airlines

  Customer Answer

  Date: 04/03/2025

   
  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:03/18/2025

  Type:Sales and Advertising 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 filing a complaint against LATAM Airlines for engaging in deceptive pricing practices, false advertising, and breach of contract in violation of consumer protection laws. I'm trying to buy a ticket on their website using miles from *** to ******. It's showing the fare of 37k miles + USD 40. The website is asking to change it to the Brazilian version of the website, and following by a crash (Access Denied). When contacted the customer service channel, they stated the same ticket is 118k miles + BRL 200. LATAM Airlines states in its **************** Plan: ********************** always offers the lowest published fares available. When I requested LATAM to honor its commitment to offer the lowest published fare, they refused to match or sell me the ticket at the lower rate. They are clearly violating multiple trade practices as False *********************** Trade Practices (FTC Act, 15 U.S.C. 45), Breach of Contract, refusing to match the lowest fare contradicts its stated policy, Unfair ************************* Pricing withholding lower fares, and Failure to Disclose Pricing Restrictions, clearly not disclosing why the lowest fare is not available directly, violating consumer transparency rights.I demand LATAM to honor its commitment to providing the lowest published fare and allow direct customers to purchase at the lowest available rate. Also, BBB should investigate LATAM for potential false advertising and unfair business practices. If this issue is not resolved satisfactorily, I am prepared to escalate this matter to the ************************ (***) and the ********************************* (***).

  Business Response

  Date: 04/02/2025

  Dear Sirs,

  
  We are writing to inform you that we are in direct contact with the customer in order to assist with his request. During our communication with the customer, we have requested additional documentation to facilitate the review of his claim.

  Please find attached our recent communications with the customer, indicating that we are currently investigating the matter. We will contact them again as soon as we have a response.

  
  Yours sincerely,
  ******* ******

  Business Response

  Date: 04/03/2025

  Dear Sirs, 

  Please find attached our last communication with the Customer. 

  As explained to the Customer, our records indicate that his ********************** Pass account is registered with Brazil as his country of residence. We explained that maintaining an accurate country of residence in his LATAM Pass account is crucial. This ensures the correct calculation of mileage accrual and redemption rates, as these factors are determined by the member's country of residence and membership tier.
  We also reminded the customer that upon enrolling in ********************** Pass, he agreed to section 2.1 of the program's terms and conditions. This section stipulates that terms and conditions may vary based on local legal requirements, and that it is the member's responsibility to keep their country of residence information current.
  Therefore, we advised the customer to update his country of residence in his account and to review and accept the updated terms and conditions applicable to his new country of residence. This would allow us to align his LATAM Pass account with his current location and ensure accurate mileage calculations.
  Furthermore, regarding the customer's request to honor a previously advertised fare for a flight departing from ******** on April 13th at 07:00 and arriving in ************* on April 14th at 11:15 for 37 miles and US$41.41, we informed the customer that we would be happy to accommodate his request as a gesture of goodwill under our ************* policy.
  To proceed, we requested confirmation of the flight details, the passenger's full name, and a contact phone number to finalize the booking, process the payment, and issue the ticket.

• Initial Complaint

  Date:02/18/2025

  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.

  The airline was supposed to refund ***** but it hasn't.The case number sitting on their end is ********, i have contacted repeatedly and they have not provided the refund aggreged/

  Business Response

  Date: 02/18/2025

  
  BBB Serving Southeast Florida & the Caribbean, Consumer Complaint #********
   
  Dear Mr. ***** , 
   
  We hope this message finds you well. 
   
  We are writing to inform you about a delay in your payment due to recent changes in our internal processes. We sincerely apologize for any inconvenience this may have caused.
   
  We are pleased to inform you  that the payment has been processed  Our team is committed to resolving this matter promptly and ensuring that your experience with us remains positive.
   
  Funds should be available within the following days, or on your next bank statement, depending on your financial institutions internal procedures.
     
  Thank you for your understanding and patience during this time. Should you have any further questions or require additional assistance, please do not hesitate to contact us.
   
  CC : BBB 
   

• Initial Complaint

  Date:12/23/2024

  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.

  Subject: Complaint Regarding Denied Boarding Due to ************** Rules And Request for full refund (Reservation Code: ICYBME) Dear BBB Team, I am writing to formally raise a complaint regarding an incident on 23/12/2024 at ****************** (CVG) involving my travel booking with LATAM Airlines and ***************. Indian citizens with US ****s valid for more than 180 days do not require a **** to enter ********. However, I was denied boarding on my flight despite holding all the necessary documentation and meeting the **** requirements established by Colombia. The denial was based on incorrect **** rules cited by your staff. However, according to the official rules provided by Colombia and India, my wife and I were fully compliant with the **** regulations for entry. I even presented the consulates guidance at the check-in counter, but it was disregarded. I have attached evidence from Colombian and Indian authorities in this email. This denial caused me significant inconvenience, including - Loss of money spent towards travel to and fro from the airport, air tickets in ********, stay in *********- Not to say, this is causing me immense emotional stress due to missing holiday season due to misinformation and refusal to acknowledge the issue. I kindly request the following:1. A thorough investigation into this matter, including why outdated **** information was used.2. Reimbursement for the full price of the tickets and all additional costs incurred due to this error. Please find attached supporting documentation, including: A copy of my **** and relevant travel documents. A screenshot or printout of the consulates official **** regulations. Receipts for expenses incurred due to this incident. I trust that LATAM Airlines values its customers and will address this issue promptly. Thank you for your attention to this matter. Sincerely,******* ******* ******, *** **** ******

  Business Response

  Date: 12/26/2024

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

   

  December 26, 2024
   
  BBB Serving Southeast Florida & the Caribbean, 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 received your comments addressed to the Better Business Bureau, regarding the inconveniences you mention experiencing when attempting to travel to *********
   
  In relation to that, please be advised it is the responsibility of the passenger to present the necessary valid passport, documentation, permits or entry visas for international travel. This information is available in each Countrys Consulate located at the originating city and should be verified prior to purchasing a ticket for international travel.
   
  As stated in our records, the first leg of your itinerary - ********** (CVG) to ******* (ATL) -  was operated in by Delta Airlines, this situation is out of our responsibility. 
   
  While we deeply regret all possible inconveniences, we need to state that our Company does not compensate for these eventualities, reason for which we are unable to fulfill your request.
   
  We would like to inform you that we have forwarded your comments and your compensation request to Delta Airlines. Your case number associated with Delta Airlines is #********. Please expect a response within 7 to 10 business days.
   
  If you have not received information regarding your request after the date stipulated, we suggest you to call Delta Airlines and follow up on your case directly.
   
  We appreciate the opportunity to review this matter for you and hope to serve you again in the near future, this time to your complete satisfaction.
   
   
  
  Sincerely,
  ********* ************ style="line-height: inherit;">Customer Relations
  LATAM Airlines

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22724437
  
  I am rejecting this response because:

  ---
  Hi ********, I would like to have a phone conversation with your team or would like to escalate to your supervisor. Please let me know if that works for you. 
  
  Let me clarify some of the inconsistencies in your understanding with evidence. 
  1) We did verify our documentation and followed the rules provided by the *********. Please see the attached documents which support it. However, Delta / LATAM desk agent had the incorrect information on their system (attached the screenshot of their desktop with the agent name as well). Net, despite having the right documentation and verifying prior to our purchase, we were wrongfully grounded and denied permission to travel. I request you to please review the document before we have more back and forth conversation on whether we had the right documents because we did. 

  (Link: ************************************************************************************************************************************************************ :  to Colombian consulate website, page 8, row 4, ***** which says ' SI Exento de **** si es poseedor de **** *** o Schengen con validez superior a 180 das al momento de ingresar a ********' or YES **** exempt if you have valid USA or Schengen **** greater than 180 days at the time of enter ********)

  2) We spoke to the delta agent managing the boarding for LATAM. They requested to speak with LATAM because you own the full booking. As we called your customer service, they confirmed that Delta has the right information and you (LATAM) agree that we should not be boarded. Hence, both Delta and LATAM were complicit in confirming that we could not travel. I request you to review the records of the conversation with your team which confirmed they believed they were responsible because the booking was done via LATAM.

  
  3) As a consumer who followed the rules, presented the right documentation, verified before travel - I feel I am being cheated and harassed for no wrong doing by both Delta and LATAM airlines. Please reconsider and review your position before the next response.  At the end, we have lost more than $4,000 USD in travel and stays. This matter must be taken more seriously and urgently by both LATAM and Delta Airlines.
  

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

  Business Response

  Date: 01/07/2025

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

   

  January 7, 2025
   
  BBB Serving Southeast Florida & the Caribbean, 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);"> 
  According to our phone conversation, we need to reiterate the response already provided through case 64007280.
   
  please be advised it is the responsibility of the passenger to present the necessary valid passport, documentation, permits or entry visas for international travel. This information is available in each Countrys Consulate located at the originating city and should be verified prior to purchasing a ticket for international travel.
   
  As stated in our records, the first leg of your itinerary - ********** (CVG) to ******* (ATL) -  was operated in by Delta Airlines, this situation is out of our responsibility. 
   
  While we deeply regret all possible inconveniences, we need to state that our Company does not compensate for these eventualities, reason for which we are unable to fulfill your request.
   
  We would like to inform you that we have forwarded your comments and your compensation request to Delta Airlines. Your case number associated with Delta Airlines is #********. Attached is the response sent by Delta Airlines.
   
  Please be advised that the denied boarding was executed by Delta Airlines. As a result, we are unable to access your refund request for the ticket, even though it was issued by Latam Airlines.
   
  We suggest you to call Delta Airlines and follow up on your case directly.
   
  
  Sincerely,
  ********* ************ style="line-height: inherit;">Customer Relations
  LATAM Airlines

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22724437
  
  I am rejecting this response because: In the email attachment I sent you, ***** has denied the request and redirected to LATAM
  
  Sincerely,
  
  ******* ******* ******

  Business Response

  Date: 01/17/2025

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

   

  January 17, 2025
   
  BBB Serving Southeast Florida & the Caribbean, 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 received your comments addressed to the Better Business Bureau, regarding the inconveniences you mention experiencing when attempting to travel to *********
   
  After reviewing the information you provided, we have approved, as a one-time exception, the refund of your airline tickets. Please note that this decision is made under exceptional circumstances and should not be considered a precedent for future requests.
   
  We would like to inform you that we have processed the refund for your tickets number ticket # ***-2174063085 and ***-2174063086 dated 01/17/2025.
   
  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,
  ********* ************ style="line-height: inherit;">Customer Relations
  LATAM Airlines

• Initial Complaint

  Date:12/16/2024

  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.

  My flights was cancelled with no support (food, drinks, transportation, accommodation and rebooking option) were provided. We were stranded at the airport all by ourselves with limited support from the ground staffs. Apparently, the staffs are pretending not to understand or speak English to evade our questions. They are unprofessional, disorganized and dysfunctional. We will be stranded at the airport and missed all our other connections and travel plans if we had not sought help from fellow other Spanish speaking customers. Let me reiterate, we receive NO ASSISTANCE at all from LATAM ! I'm disgruntled and annoyed with how things are being handled and seek full compensation to remedy the bad experience.

  Business Response

  Date: 12/17/2024

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

  December 17, 2024
   
  BBB Serving Southeast Florida & the Caribbean, 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 received your comments addressed to the Better Business Bureau, regarding your recent flight to ********, on 12/07/2024.
   
  We would like to inform you that we have tried calling you at number **************, but were unsuccessful.
   
  We do understand the importance of your time and although punctuality is one of our main objectives, sometimes flight operations are affected by situations beyond our control. In the case of LATAM flight LA3201, adverse weather conditions in the destination city made it necessary to reschedule the flight.
   
  Considering your comments regarding the quality of the information provided during your wait, we do offer our apologies for not fulfilling your expectations on this occasion. Please rest assured that your comments have been forwarded to the managers involved for their review.
   
  We do regret to inform you that the Company does not compensate in these situations, reason for which we are unable to fulfill your request.
   
  We appreciate your comprehension and would welcome another chance to serve you, this time to your complete satisfaction.
   
   
  
  Sincerely,
  ********* ************ style="line-height: inherit;">Customer Relations
  LATAM Airlines

   

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22692465
  
  I am rejecting this response because:

  Poor coordination and bad customer service is obviously the main issue here. Please do not divert or mix up with adverse weather. I do understand weather is beyond control however what concerned me most is the post cancellation support. I literally have no help or assistance from LATAM following the cancellation. Like I mentioned no food, drinks, transportation and accommodation is provided which clearly stated in **** handbook. With that alone, Im entitled for a full compensation! Please take this seriously before I take further action to the authorities. 

  
  Sincerely,
  
  Shao Ze Tan

  Business Response

  Date: 12/18/2024

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

   

  December 18, 2024
   
  BBB Serving Southeast Florida & the Caribbean, 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 received your comments addressed to the Better Business Bureau, In response to your disagreement, we regret the inconveniences that, according to what you indicates, would have been caused.
   
  We are sorry about the situation you described, and would like to manifest that our purpose is to provide a service of excellence, warm and humane. Therefore, we do not approve the way you describe you were attended.
   
  Understanding your concern, the Company offered you a flight alternative which was accepted by you.
   
  We are conscious about the inconveniences that an itinerary change may cause, but please consider that our Company does not compensate for these situations.
  
  We regret the inconveniences this may have caused, and we look forward to assist you again.
   
   
   
   
   
  
  Sincerely,
  ********* ************ style="line-height: inherit;">Customer Relations
  LATAM Airlines

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22692465
  
  I am rejecting this response because:

  What an irony you mentioned about providing service of excellence, warm and humane. I never feel any of these through the poor services I received. The way I described is exactly what I encountered. I'm not targeting any specific individual or group but please understand my frustration and exhaustion dealing with the pretentious staffs trying to avoid valid questions at frantic moment like that. These are the altitude I would not tolerate. 

  Yes the company does provide an alternative flight option but with close to 7 hours late than originally schedule. As a result, I have to cancel my accommodation and modify my travel plans. I'm trying to restitute the mental distress and monetary losses from this cancellation.

  Since we could not come to an agreement with compensation, could you at least provide some sort of goodwill points or voucher to restore my confidence in this airline?

  
  Sincerely,
  
  Shao Ze Tan

• Initial Complaint

  Date:12/09/2024

  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 have an upcoming flight with LATAM from ***** to **********, on 12/14/2024. I will be flying with two other passengers. I went on LATAM's website to select seats for the flight, and was asked if I wanted to purchase checked bags for the flight. The user interface did not indicate anywhere that my 3 tickets already included 3 checked bags (1 per passenger), so I was led to believe that I needed to purchase 2 checked bags, which I paid USD $138 for. After completing the purchase, I went back to verify everything looked correct, and finally saw that I now had 5 checked bags available (the 3 already included with the tickets, plus the 2 additional ones I bought). I immediately called LATAM to ask for a refund, but they were extremely unhelpful and said there was nothing they could do since the bags are non refundable. I asked the customer service agent to open a case, which they immediately marked as resolved, refusing to give me a refund. I wrote back to them to once again explain the situation, since I don't need these additional bags, the flight is still several days away, and the payment hasn't even been processed yet. Through all this they continue to refuse to refund me, which is dishonest and predatory.

  Business Response

  Date: 12/10/2024

  Dear Sirs, 

  Firstly, we sincerely apologize for any inconvenience Mrs. ******* experienced in locating the information regarding the inclusion of one piece of baggage per passenger in her booking. According to our records, she purchased the tickets through a travel agency, and we regret to hear that she was not informed by them about the baggage allowance associated with the tickets purchased. 
  

  Please note that a refund for baggage services is only possible if it is requested simultaneously with the refund of the ticket. Baggage fees will be refunded separately only under the following circumstances:
  - If passenger voluntarily changes the date of flight: We will automatically refund the additional seats and baggage purchased to your LATAM Wallet.
  - If passenger has a rescheduled flight: Baggage will be transferred to the new flight, and passenger will be able to request a refund if cannot find seats with the same characteristics as those purchased.
  - If passenger changes flight time forward or delay it on the same day of travel: Baggage will be transferred to the new flight, and passenger will be able to request a refund if cannot find seats with the same characteristics as those purchased.
  

  Also it is important to mention that when a passenger log in with booking reference at **************************, all the details regarding the travel is available, including a special notification option to review the baggage allowance per passenger.

  For the reasons explained above, we regret to inform that we will not be able to accommodate Mrs. ******* request for a refund of the baggage purchased. However, as part of our customer care policy, we offered her a credit in her LATAM Wallet for a total amount of US$138, which she may use to purchase LATAM Airlines products in the future and will be valid for 12 months.

  We have attempted to contact Mrs. ******* through the number indicating at her claim, however with no sucess. Please find attached a copy of our response to Mrs. ******************** sincerely, 

  ******* ******

  LATAM Airlines

  
  
  
  

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22661824
  
  I am rejecting this response because:

  Every time I have flown with LATAM in the past some inconvenience or problem has come up, so I have no plans of ever flying with LATAM again in the future, and the credit offered will be of no use to me.
  
  I am still requesting that you issue a refund for the money I spent on the additional luggage. Your message is very condescending showing me an image of the LATAM website. I am a reasonably intelligent person so the fact that your website led me to believe that I needed additional luggage (not on the main page that you showed in the image by the way, but rather on the prompt while I was booking the seats) means that you have an issue with your UI, since it's so easy to make a mistake. I indeed made a mistake, and immediately tried to correct it with your customer service, and now I'm having to spend all my time trying to get this money back.
  
  Why is it that you can't make an exception and issue a refund? I clearly don't need this additional luggage that I purchased incorrectly, and the transaction hasn't even been processed by my credit card yet. Why do you need to make a customer so miserable just so you can keep an additional $138 dollars?
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 12/11/2024

  Dear Sirs, 

  As previously mentioned, we regret to hear that **** ******** was not informed by the travel agency where she purchased the ticket about the baggage allowance included on the ticket per passenger.

  It appears that the uncertainty in purchasing additional baggage at LATAM Airliness wbspage stemmed from a lack of awareness regarding the baggage inclusion in her ticket fare, rather than any information given at the time of seat selection. Unfortunately, we must inform that we are unable to fulfill her request for money refund of the additional baggage purchased.

  However, the travel credit offered as an exception and as a ************* policy remains available should she chooses to accept it.

  Please find attached a copy of our response to **** ********. 

  Yours sincerely, 

  ******* ******

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair 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 my way back traveling from ********* to ***** my luggage was damaged. I contacted LATAM (via WhatsApp which is so extremely non-professional as part of their process) and they created a case. They tried to do the usual airline reimbursement of being as cheap as possible, so low you couldnt even cover the suitcase. Then they wanted you to go through their wallet and penalized you even more if you wanted the compensation directly so you could buy a bag instead of being forced to only receive a credit you could use for future flights to receive higher compensation. I explained several times my hard case was not cheap and that I wanted a manager involved to a) directly cover the cost of a similar bag I found on ****** where I wouldnt even ask them to cover shipping or taxes, and b) to allow me to have that as direct compensation since they had already asked me for my address. They kept jerking me around, a manager never reached out, and they said they went to extreme to offer $100 flight credit or $80 wallet amount to transfer to a bank account. They try to gas light customers full knowing they charged me both ways to check this luggage and that I have spent easily $5k-$10k in flights with them over the years. It was truly insulting. After I threatened to report them if they kept asking for my right to speak to a manager, they stopped responding and have just ignored me. This is very unprofessional. Hard cases with 4 wheel rolling, and expanders, and built solid compression protection into the design ( not just for luxury styling) easily go for $200+.At this point I asked for $250 to compensate, and thats without me jumping through a bunch of hoops through their wallet etc. this is flat out abuse to customers and I would like resolve so I can get a new bag for future travels and not to be penalized and forced into accepting credits where their airline is the only one benefiting and forcing you to use their business as credit to you when they are at fault.

  Business Response

  Date: 10/08/2024

  Dear Sirs, 

  Please allow us to inform that we have contacted the Customer in order to better understand her claim and an agreement was settled. Please find attached a copy of our response to the passenger. 

  Yours sincerely, 

   

  Customer Answer

  Date: 10/08/2024

   
  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

  Date:08/13/2024

  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.

  Dear BBB,Hope all is well,I booked a flight with LATAM to import my beloved pet back on July ******* for travel dates August 10 to 11, 2024. They told me I had to wait until the travel dates to purchase the Pet Fee. The day of travel arrived and they advised that USA is not allowing to import pets into *** so I could not bring my pet. That statement is totally false as I showed them all the approved documentation from the **** One employee named *********************** confirmed the same with his supervisor so they went ahead and approved the service as they can see that the statement is false. However at the airport in ****, ****. They declined the services due to a notification from the *** not allowing pets. Therefore, I provided all the documentation from the *** approving my pet entry to the ************************. They knew they were wrong but still did not allowed my pet to flight with me. I tried to find other solutions and find out Avianca Airlines does allows pet to travel with no restrictions. At that point I realized the problem could be LATAM. I could not do anything else due to work schedule so I had to return back home heartbroken without my pet. Arriving at the *************************** and passing through Customs. I asked a *** official to confirm whether or not USA is not allowing pets into the Country. The *** official stated that information is false and after revising all my pet's documentation. The *** was actually waiting for my pet to arrived with me and we would not have any problems. I was even more upset but try to calm down and commented I will be coming back with my pet next weekend. Also, I would like to add that I tried to get the best resolution with LATAM and they responded; they can refund me $40 and stated that my pet did not fly due to missing documents. Which is a lie. I cannot express my frustration. Now I had to spend another $708 for flight and pet fee with Avianca.Please contact me for more details.Kind regards,

  Business Response

  Date: 08/20/2024

  ************************* Auriquez(LATAM) Aug 19, 2024, 16:02 GMT-4 BBB of ************** Complaint # ******** Dear *********************************, We are in receipt of your comments addressed to the Better Business Bureau the inconveniences with your Pet Transportation returning to *** on August 11th , 2024. To this respect, I tried to contact you on your telephone ************** but without success. I also sent you a Whatsapp message to the same number. We would like to inform you that the Centers for Disease Control and Prevention (CDC) of the United States established new requirements for the entry of dogs and cats (including service or emotional support animals), as of August 1, 2024. Due to theCDCtemporary measure, as LATAM we maintainthe dogs transportation services fromthe high-risk fordog rabiescountries listed by theCDCrestricted, until further notice. Due the above, we can offer you exceptionaly the refund of your ticket ************* and the fee pet service paid under booking code MVCWFD. This amount will be added to your LATAM account and can be exchanged for cash, by requesting a bank transfer. To accept , kindly respond tothis email as soon as possible . CC : BBB ************************* Auriquez, Equipo LATAM Airlines

  
  

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22138244
  
  I am rejecting this response because:

  Regarding LATAM *** statement. I have to kindly keep clarifying LATAM that they are not reading the communication correctly as they are not saying; "*** are not permitting entry". 
  The *** are saying we will not take any more applications to import pets until August 31 as they will be changing or adding more requirements to apply for the pet entry. Which is not my case. 
  I applied to the *** back on June 20, and got approval to all my documents with expiration date of August 31, 2024. I provided all the documents stating the same to the front desk at the time of my check in but LATAM still did not allow my pet to fly.
  Furthermore, l have great news. My beloved pet Viyey is now home with his family(my wife and myself). Avianca and the *** did not put me through any type of situation where I felt mistreated or discriminated against.
  Rather, they made my family feel full of joy and happiness as we are finally reunited. LATAM, on the other hand, provides us with sadness, regret and depression. 
  Therefore, I have to kindly decline LATAM offer because we are looking for compensation as I have to fly again next weekend. That caused me to lose hours of work, fees for the person taking care of my pet, taxi expenses, food and stay, etc.
  More importantly, all the suffering LATAM put me through at the airport when they did not allow my pet to fly. There was a moment, I could no longer hold my tears while I was waiting for my return flight. I do not wish anyone to go through the feeling I went through that Sunday 11th.
  Also the way LATAM staff handles the situation is not professional as they replied to me with false statements, such as; "I did not provide the correct documentation" and that was the reason for not letting my pet fly.
  I have proof of all my statements and attached some expenses for Avianca. 

  My wife and I are looking to at least for LATAM to cover the fees from Avianca in top of the offer to refund us the fees from LATAM.

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

  Business Response

  Date: 09/10/2024

  ********************************** (LATAM)
  
  Sep 10, 2024, 11:10 GMT-3
  
  BBB of ************** Complaint # ********
   
   
  Dear *********************************, good morning.
   
  Thank you for your response.
   
  We can proceed with the payment to your account today. You can withdraw the amount to your Bank account, which then takes approximately 8 working days without any extra fees. 
   
  As soon as you confirm I deposit the money to your Wallet.
   
  Looking forward hearing from you.
  **********************************,
  Equipo LATAM Airlines

  Customer Answer

  Date: 09/17/2024

   
  Better Business Bureau:
  
  Hope all is well,

  I would like to thank everyone involved as we appreciate your support. 
  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:08/13/2024

  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.

  I bought three air tickets to ********* $3176.10 ( reservation code CZFUWY) on July 24th, when the airline system was not working correctly. I was not aware of this. When I was about to finish my purchase, the LATAM system would not allow me to buy seats. The system told me to finish my purchase, and then I could buy seats with the reservation, which did not happen. I called for help, but the airline had no seat selection access because of web page problems. Then, knowing the US right of withdrawal, I requested on the same call that the transaction be canceled and my money returned. The person on the phone told me, "Of course," she would help me cancel, but obviously, she made a mistake, and the airline just returned the airport fees $446.10. I was evident with her saying that I had the right to cancel and receive a full refund since it was within 24 hours. I was very upset when I realized that the airline did NOT comply with the *** and did not want to return my money, only the airport fees. Latam does not comply with the law and is stealing $2,730 from me. LATAM WEB PAGE ***** of Withdrawal in the ************* You may request the cancellation of your purchase of: Any ticket purchased on the channels in *****************, no matter the route. You make the request within 24 hours of purchasing your ticket. The ticket was purchased at least 7 days before the day of the flight.I opened 3 reclamation cases with LATAM, but they denied returning the money.Also, I opened a dispute on my credit card. Translation pdf Hello,Thank you for contacting us. We received your return request associated with ticket 045-2166787864 , 045-****************-**********.We will make the refund within 7 days from when you made your request to the payment method you used when purchasing.In the next few days we will send you an email with the details of the amount to be refunded.Check the status of your returns:0452166787864 ************* 045********** LATAM Airlines Team

  Business Response

  Date: 08/19/2024

  Dear Sirs,

  Please find attached our response to ****************************** complaint. 

  Yours sincerely, 

  ***************************

  LATAM Airlines team
  
  

  Customer Answer

  Date: 08/24/2024

  I appreciate your interest in the matter. LATAM has already refunded the money to my credit card. I want to state that the complaint to the BBB was the last option in the face of LATAM's repeated refusal to refund the money when the cancellation was made under the legal terms stipulated by law and reflected on the LATAM website. The case will be closed, but I would like to state the mistreatment of customers.
  Kind regards,

  Customer Answer

  Date: 08/27/2024

   
  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

  Date:07/16/2024

  Type:Order 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 the cost of checking in a carry on bag with LATAM airlines and later changed my flight to July 14th (I believed I paid $50 for my carry on). When I got to the airport in ***** there is always one person from LATAM helping passengers obtain their boarding pass through LATAM electronic machines, i told this person that I have already paid for my carry on. **** then suggested that I should go to the counter and ask to check in my bag as it was for free as I already paid for my bag. When I went to the counter, the lady told me that because i changed my flight the initial fee that I paid for a my carry on was refunded; therefore, I needed to pay $150.00 for my carry on bag. This fee was irrelevant if I checked in my bag or if I took my bag in my flight.My major frustration was that LATAM should have communicated of the fee when I changed my flight departure date. The lack of communication is unacceptable.Additionally, if you go to LATAM's website under carry-on baggage fees, the fees are completely different of what I was charged. It says $45 if you check in 1-6 hours before the flight. Overcharging me $100 dollars more is an abusive practice.

  Business Response

  Date: 07/16/2024

  RE : BBB Serving ***************** & the Caribbean, Consumer Complaint #********
   
  Dear ******************  *******,  
   
  We received your comments addressed  the Better Business Bureau regarding your experience with LATAM Airlines.
  
  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.
   
  As explained on our telephone conversation , our records show  that the  fare purchased was a Basic fare that did  not include:
  Carry-on bag, therefore , it had to be pay. 
   
  Due to the change of date of your itinerary , the original charge for your carry-on was refunded , therefore , as agreed we will add the amount of USD ****** to the LATAM wallet of your account , to be exchanged for cash by requesting a bank transfer. 
   
  We very much appreciate the opportunity of reviewing this matter for you and confident your future contacts with LATAM Airlines will meet with your complete  satisfaction.