Review Time
We flew return Sydney to Santiago with LATAM in February 26. The seats are ridiculously narrow so if you have a pair of shoulder be prepared to be real close with your next door neighbor. They are also so short you can forget about even touching your toes. Staff are rude, unhelpful and do not carry out any services after the bare minimum meal service. Meal was white rice with 3 small pieces of meat and some watery tasteless sauce. If you want water you have to attend the crew bay for it. LATAM will also use two different scales to weigh your luggage and one at the desk over reads by about 1kg compared to my scales and the free airport ones. They will then try and hit you up for luggage fees, which on that flight is about 127 AUD. The website and app don't work well either. Of concern they appear to employ pilots who love to slam the aircraft into the ground on landing. I have never seen any aircraft abused in such a manner, let alone a Dreamliner. This was the last time we will use LATAM and I cannot recommend them to anyone.
After successfully purchasing our tickets, we attempted on 31 January to add seat selection (rows 26/27, forward cabin) and 1x 23kg baggage. Payment repeatedly failed on LATAM’s website despite successful bank merchant verification (multiple cards tried, including the original one used for ticket purchase). Error shown: “We were unable to complete your purchase.”
We contacted LATAM several times. Responses were delayed and even a payment link sent by them failed. By the time an agent called us, the seats were no longer available and we were told to pay more for seats further back.
We then sent a formal escalation email requesting senior review. The reply came from the same customer support agent, repeating generic policy about seat availability and offering no alternative or goodwill solution.
This was not a simple availability issue — it was a documented payment system failure that prevented completion of purchase. Very disappointing complaint handling and no accountability.
Absolutely unacceptable experience with LATAM Airlines.
They canceled my flight from Rio de Janeiro to São Paulo while I was at the airport doing check-in. No proper notice, no real support just “canceled.” Because of them, I missed my connection from São Paulo to Bogotá.
The only options they gave me were a refund or sending me somewhere else hours later. That doesn’t fix a missed international connection. Completely irresponsible and disorganized.
This is one of the worst airlines I’ve ever dealt with.
Never again.
I missed the initial flight of my itinerary and discovered that I cannot modify my return ticket as a result. I managed to board the subsequent flights after missing that first one. The representatives keep insisting that I voluntarily missed the first flight, which is not accurate. I've spent the past two days on the phone, and the support team has been unhelpful. They seem to lack the knowledge to assist in resolving the issues.
Like another airline, I found myself in a difficult situation abroad after a flight cancellation, struggling to get assistance. Despite trying to remain polite, I eventually had to adopt a more frustrated tone, acknowledging the reality of the flight unavailability as I could see it on my own screen. There were two airlines involved, and each shifted blame onto the other. It's unfortunate, but if you typically approach customer service with kindness and find no satisfactory solution, my experience suggests that things may change if you express your frustration more openly, file complaints, and document interactions when possible. I honestly don't understand why it works this way. It didn't feel right, even for me.
I traveled with a pet and faced issues during my return trip. An agent measured my bag without courtesy and claimed it was too large, refusing to assist with a refund. The supervisor spoke little English and offered no help. We eventually switched to another airline that treated us properly.
I experienced flight changes without any notification. My bag was checked, leaving me without luggage. I was rebooked onto another flight with no prior warning and felt disrespected by the staff's attitude. If the price difference is minor, steer clear of this airline.
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