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.
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