If I could give 0 or negative stars, I would. This has been the worst experience I have ever had…read moredealing with any airline. We simply wanted to add our lap infant, which we were informed could be done at check in-- and I have traveled extensively on numerous international carriers, often in Business Class.
To make matters worse, LATAM is currently the only airline offering direct flights to Brazil from where we live. We travel there frequently, and unfortunately our hands are tied due to limited competition. I strongly urge other airlines to expand direct routes to Brazil to provide travelers with alternatives.
We arrived approximately 4 hours prior to departure with all required documentation for our infant son. We were fully prepared and acting in good faith.
At the airport, we were instructed to resolve an internal issue by calling customer service while standing at the C check-in counter. We remained on hold for over 3 hours at the check-in desk, and as a direct result, we missed our flight -- a trip we had been planning for over 5 months.
Because of this, we were forced to stay overnight at a hotel at our own expense. LATAM refused to compensate us despite the delay being entirely caused by their internal operational confusion and inability to resolve the matter in person, even though we were told it could be handled at the ticket counter.
In total, it took a day and a half and approximately 8 cumulative hours on the phone to correct an issue that other international airlines handle routinely and efficiently. There were multiple "dropped" calls during this process, which felt intentional given the timing and frequency. Each time a call was disconnected, we were forced to restart the entire process from the beginning, repeatedly explaining the situation and resubmitting information. No one seemed to know how to resolve this issue and we repeatedly recieved contradicting information from multiple agents.
We made repeated attempts to reach customer service. Only after I contacted the U.S. Department of Transportation did LATAM finally respond with seriousness.
To make matters worse:
* We were traveling Business Class.
* LATAM sent us an email requesting extensive documentation (itinerary, expenses, credit card statements, etc.).
* In ongoing email correspondence, they repeatedly addressed my wife despite my clearly stating my name and asking to be addressed correctly. This shows a lack of attention and basic respect.
LATAM wrote:
"Once we have the documentation, we will analyze the case and take the appropriate steps to resolve your request as quickly as possible."
After providing all requested documents, we received this response:
"We have reviewed your case and would like to inform you that we have not identified any outstanding amounts that would require cancellation."
We were not requesting a cancellation. We were requesting reimbursement for the hotel stay caused by missing the flight due to being held on the phone at their instruction.
After numerous exchanges, LATAM stated they stand firm and would not compensate us.
Under ANAC Resolution No. 400/2016, Articles 28 and 30, when a passenger experiences a delay or missed flight due to the airline's operational responsibility, the airline must provide material assistance, including accommodation when an overnight stay becomes necessary. This was refused.
It is also worth noting that LATAM's internal operational issues appear to be ongoing and widely reported. While the airline has received high ratings from organizations such as Skytrax and the APEX Passenger Choice Awards, these accolades stand in stark contrast to consumer-driven platforms like Trustpilot, where customer experiences reflect significant dissatisfaction. As a consumer, this discrepancy raises serious concerns about consistency between industry recognition and real-world service experiences.
This entire experience caused unnecessary financial loss, stress, and significant emotional strain while traveling with an infant.
Issues happen in travel. What defines an airline is how it takes responsibility. In this case, LATAM failed.
I cannot recommend them based on our experience and strongly urge other travelers to avoid them.
