When travelling long haul in business class and there is any chance that your schedule may change, it is prudent to consider purchasing fully refundable flight tickets. In January 2020 I bought two fully refundable LATAM Airlines flight tickets from Glasgow to Salvador de Bahia, Brazil and from Buenos Aires, Argentina to Edinburgh. However, I work in the cruise industry and my ship's itinerary changed and so I had to cancel my flights using the LATAM Airlines website. I received confirmation on 10 February that my refunds totalling US$6,675.20 were accepted and were being actively processed. Since February I have emailed and phoned LATAM on multiple occasions and have kept copies of all emails to and from them as proof, but still my refund is not forthcoming after SIX MONTHS!! Whenever I call LATAM customer services, which I now do weekly, I am told that because the refund is in progress there is nothing more they can do. They then routinely apologise and tell me that COVID-19 is delaying the process. Good excuse, but I cancelled pre-COVID and this was not an irregular cancellation; it was the cancellation of fully refundable, full fare business class tickets. I see from the TripAdvisor website that I am not alone. LATAM Airlines have an historical reputation of not refunding passengers; or delaying the process so long that people eventually give up, which I will not. If I had known before buying my LATAM tickets I would instead have used an alternative airline. I had assumed that, as a member of the OneWorld airline alliance, of which I am a top-tier Emerald traveller, LATAM would be a reliable and reputable airline. However, I was proved wrong and LATAM has mysteriously since left OneWorld. Were they expelled? If so, their policy of not refunding legitimate claims may be a reason? Would be interesting to know..... I recommend that any similarly affected LATAM passengers should follow my lead and expose that Airline's fraudulent refund policy and they should approach their credit card providers to claim any outstanding LATAM refunds.
We ventured around South America for a month and took many flights with many different airlines. Latam was definitely my favourite. We were placed at the front of the plane each time, had lots of room. We received blanket and pillow package and the food was quite good for free on flight meal. Staff was very nice as well.
My wife and I were planning to visit her family in Rio de Janeiro back in April of 2020. Unfortunately we had to cancel due to COVID-19 kicking off. We called the airline asking for a refund of our tickets and since we purchased through Expedia.com we were instructed to contact the travel agency to process the request. Fast forward 4 months later and nothing has happened. Expedia has bent over backwards trying to get the process completed, but LATAM has ignored them and us almost every time we've called (and we've called a lot). Full control of our tickets was turned over to LATAM in early July and they're still saying they can't process the request. LATAM's customer service is extremely poor. Agents will constantly talk over you, interrupt you, be very rude and are difficult to understand if you're not a native Spanish speaker. My wife had the same experience calling the Portuguese speaking line. Some agents have said they will process the refund and refer us to a number based out of Miami, FL. This number is not helpful as the agents there have said they don't process refunds and will only with bookings. In June, LATAM did give us a travel voucher for $95, but that only covered the taxes we paid for our tickets. Not even close to what the full amount was. Expedia was able to prove that LATAM needed to fix the mistake, to which LATAM agreed, but a month later they have not done anything. LATAM says they are not able to see the full amount we paid, despite Expedia turning full control of our tickets over to them and our bank statement also shows that LATAM charged our account, not Expedia. There are much better airlines that provide a service for getting to South America. COPA airlines, Delta, much better than LATAM. DO NOT, DO NOT, DO NOT, fly with LATAM or trust anything they say. This is a very corrupt company that will flat out lie if they are backed into a corner.
We had to cancel our Latam flights back to Australia due to the closure of the Argentinian border in March 2020. We applied for a refund and were initially granted travel credit which we refused. Instead we requested a cash refund This week the refund arrived in our bank account. The whole process took five months. I do believe Latam are doing their best in these difficult times so everyone just needs to be patient
I have regularly used Latam Airlines in the past. After having my flight cancelled on the 2nd May 2020 due to Coronavirus. I am left extremely frustrated waiting for a refund. It has been 4 months now. I keep contacting my travel agency and all they have to say is Latam have authorised a full refund but have not issued the money. I wonder how long they will drag this on.
We were supposed to fly with this thing in March to Santiago. Due to corona related border closure between Czech Republic and Germany, we were not able to board our flight and we voluntarily cancelled our tickets on Mar 13th. Its five months later and we still did not receive money refund nor a voucher for our tickets. This by the way prohibits us from approaching insurance company and retrieve the rest of the money. Call centre service is apalling. During last five months I experienced passivity and unwilligness to solve our case - refund request mistreated multiple times when operators put wrong or uncomplete data into system - complete unwillingness to give this case some priority after five months - obvious lies or incompetence (constantly changing info bout form of refund and time schedule) - when promised to be called back, it never happened - one operator providing different info from the other I know airlines have a hard time now, but this airline customer service is in complete disarray. They even refused to provide refund calculation so I can take our case to the insurance company to retrieve the rest of the money we spent on the tickets. Im currently in state of awe how arrogant a corporation can be and will never ever board a LATAM plane.
the airline cancelled our flights several times or changed the dates and when it was totally cancelled we asked for a refund and were told we could change dates instead. Then were told in April we can have a refund. Its now august 2020 and still trying to get a refund. Each time I contact them Im told it will take another two weeks or a month. I also feel like Im in the 70s making an international call when speaking to the call centre the phone connections are terrible, Its crackly and can barely hear the person on the other end. I had to put in august flight dates to post this but we never got to travel in april so ignore the flight dates.
Do not book with them!!! I paid extra for maximum cancellation protection in case something would happen, THEY cancelled they flights and even after getting an email from them stating that I have the right to a full refund they won’t refund me! They are holding onto my money and are not replying!!! I honestly can’t believe it, how it’s even possible for them to act like this?? I’m speaking with lawyers and as I have the law on my side I will sue them to get my money back! There is no way I will let them get away with this!!
I recently had to cancel flights for my family of four from Los Angeles to Cuzco (connecting in Lima) due to the Covid-19 pandemic. This was a proactive cancellation on my part, eight weeks before the trip because it has become clear Peru will not be able to welcome international visitors. While LATAM's website is a little tricky to navigate, I did receive email updates for the actions I took online. I did ultimately need to call the airline because I did not complete my refund request correctly on my own. I did not have a long on-hold wait. I was greeted by Louisa. She spoke perfect English, was kind, patient, and articulate. Over the course of about 20 minutes Louisa processed my refund request for all four travelers on four flights. I spoke to LATAM on June 29th, and the refund hit my account on July 7th. I look forward to rebooking LATAM flights when the pandemic has passed and it is safe to travel.
Flight was cancelled for no legitimate reason and I was placed on a flight that was packed as was my connecting flight. They are not taking ANY precautions during COVID. When in Sao Paulo ( connection to Salvador)I noticed many flights being cancelled. They are cancelling low volume flights to then pack everyone into one flight. I don't like LATAM service and the only reason I've flown with them is because they usually have direct flights from Miami to Salvador.
Reading the reviews it makes me feel better that I'm not the only one struggling to get my money back. I too got a notification that my flight in November 2020 was cancelled due to the airline ceasing internal flights and I was going to be refunded the cost of the ticket. I tried to use the link included in their email to claim my refund. That wasn't working! I researched their website, tried various ways to ask for a refund, nothing worked! I contacted the airline by phone and was told that I had to claim my refund from the travel agency I used to obtain the ticket. The travel agency Go To Gate was happy to request the refund on my behalf. However, they would charge me £30 for service charge. I argued that it wasn't fair as it wasn't my choice to cancel the flight! I left it. I contacted the airline again another time and was told the same thing. The travel agency said the same thing too, they'd do it for a fee of £30! I can't ask my credit card for a refund because I paid for a return ticket and the other part of the journey was with a different airline and I want to keep that ticket. Neither the travel agent nor the airline were able to confirm the value of my refund. Then I emailed Latam Airlines and explained that the travel agent would charge me a fee to arrange the refund for me and I wished to have the refund paid by the airline directly to myself. I was asked for a confirmation of the flight which I was able to provide. The reply was the very same text I received in the original email, suggesting to contact the travel agent for my refund. Very disappointed to be treated like this.
My Latam flights were all cancelled by Latam. I made the bookings via Expedia and I contacted Expedia to ask about a refund due to passengers when an airline cancels a flight. Expedia told me that I qualify for a refund but that Latam is not authorizing Expedia to refund any passenger. This is against international regulations requiring airlines to refund passengers when a flight is cancelled. They offer a voucher valid only until 12/2020. I am 78 years old and in poor health. This was to be my last vacation with my daughter. I cannot fly anywhere before 12/2020 and probably cannot fly anywhere in future. Yet Latam refuses a refund. May they cease operations!
On April I purchased a ticket from Latam and the money into my account was reduced, which, was clear that I was charged for the flight. I received an email from the company cancelling my flight and in the same day I notice that they charged me once again, so, I payed double for a flight that has been canceled. The customer service is terrible, really difficult for them to understand the situation and they need that to prove and error that they executed. For some reason I can’t clarify this into my statement, which makes the story even more confusing. I’m sure I payed for the amount a couple of months ago and now once again.
On April I purchased a ticket from Latam and the money into my account was reduced, which, was clear that I was charged for the flight. On the 30 of July I received an email from the company cancelling my flight and in the same day I notice that they charged me once again, so, I payed double for a flight that has been canceled. The costumer service is terrible, really difficult for them to understand the situation and they need that o prove and error that they executed. For some reason I can’t clarify this into my statement, which makes the story even more confusing. I’m SURE I payed for the amount a couple of months ago and now once again. Did someone else go trough something similar? I’m begging for help as this is not fair at all. Thank you for your time. By the way, I’m using a different credit card and it is not the same one that I used to purchased the ticket on April, how would they have access to my new credit card?
My flight was canceled by Latam Airlines and I was emailed the notification. I went online to try to get my refund and received a message that I had to call customer service. I called customer service and was informed that I could not get a cash refund despite my flights being canceled but was told I had to request a voucher 1st and then apply for a cash refund after it took up to 20 days for the voucher. Then, I was informed that because I did not have my passport number yet because travel wasn't until this coming August 2020 that they could not issue a voucher. At this time, it has been well over the 48 hours that I was told it would take to follow up on my request and complaint for a refund. I booked the tickets without my passport (because they were not yet issued) but wasd told they cannot issue my money back without a passport number. This is the worst customer service response ever! Americans cannot even travel to Brazil because of the travel ban, however, Latam Airlines still had my money for canceled roundup flights for two. Do not book through them if you value good customer service worth a timely response and full refund. Horrible!
Forced to take a quasi repatriation flight after 3 1/2 month quarantine in Lima. Took four hours from pick up point to the airport to boarding, much of it out in the cold as disorganized staff processed the passengers (including immigration and hand printed boarding passes with seats randomly assigned). Each part of process was repeated 3-4 times. Plane finally left about an hour late. Minimal interaction with flight attendants. Disgruntled, confused, at times uncooperative passengers. Meal for 51/2 flight: small water, small chips and tiny cans bar. All in all just glad we made it to Miami. Airline did not win any friends and price was double the usual price.
One of the few airlines that already paid out cash for a cancelled flight. Willingness of the customer service agents to help differs hugely. I opted to rebook a flight instead of a voucher as originally the conditions for vouchers were bad (use only until Dec this year). Few days later they improved the voucher conditions. I asked them to change my rebook to a voucher. Waiting for the answer.
I wanted to acknowledge the fantastic customer service I have received from LATAM airlines throughout the whole process of dealing with flights affected by the COVID-19 pandemic. My every contact with them has received prompt and helpful action. They have even helped me with things when I could not get a response from my travel agent. This has guaranteed that any future travel plans I make in South America, or in fact anywhere they fly, I will travel with them if possible. Such a refreshing change within the airline industry. Keep it up LATAM!
Do NOT buy from LATAM. My flight got canceled and I started a process for refound. It has been over 4 months and still nothing. The company justifies the delay saying that there has been a mistake when filling the refound form...or I get the worng amount...I have not even gotten my voucher number. I have over 14h on calls and over 40 calls with them. They are not helpfull, not polite and treat you as the dumbest person in the world. Do NOT recomend. DO NOT request a refound, unless you have a lifetime to spend hanging on the phone listening to BS excuses. I am exausted of trying to get them to follow through with their word. I will NEVER use their services again.
I had a flight booked on the 8th April which was cancelled in March due to the pandemic. As flying is no longer an option, I submitted to have my travel vouchers refunded as cash into my bank account. Once this process was complete, I was told that this would take 30 days to show in my account. It has now been 12 weeks, I have had no refund and each time I call to speak to someone I get told "I don't know". All I want is a time frame and some reassurance but this is not possible from LATAM. I have been patient and understand the situation is out of the ordinary but I am disappointed in the lack of care and follow up from this Airline. I want to support this company but can no longer say I have faith in them