www.lan.com Reviews 117

Last airline you should fly with!
Would advice everyone to be careful! They lost my luggage 4 months ago and refuse to compensate. Kept lying to me saying my case has been privatized but still nothing happened after 4 months!
And after 4 months they are telling me to sign the same piece of paper/ email I had already signed a month ago! Of course after running after them be keep asking.
Some would call it delaying tactics

An experience I could have been without

I had booked and paid for a flight from Medellin to Arequipa, on the first leg I was to travel from Medellin to Bogota on the 16th of April, on the morning of the 15th I was informed that my flight had been canceled, they were going to find a replacement, this was it never mattered, despite a myriad of attempts via emails with suggestions for solution, whatsapp, phones, complaints, they simply gave away just the bluff, after 10 hours of just nonsense I had to buy a ticket from another company to Bogota, afterwards I demanded a refund from Latam for my extra costs ($ 80), it degenerated into a myriad of emails back and forth without a solution, Travellink, Edreams and Latam they hide behind each other without taking responsibility for anything that preferably, a scandalous treatment, so to everyone out there, avoid these companies, traveling in South America is an ordeal, this is not the first time, delays and simply being moved several times until later departures are shown normally here.
Travel date: April 2022

Never again! They lost my luggage for about 2 weeks, stuff had been stolen out of my luggage, I keep writing the customer service but not getting any answer and I’m not even getting any compensation! Horrible experience and never again! My solicitor is handling the case now. Would advise everyone to be careful!

Super bad! Rude and disrespectful after they had a delay and we missed our two consecutive flights. Costumer service is also just not existant. No possibility to call the Hotline for over 24 hrs and the office at the airport was closed for whatever reason. Worst flight of my life, I am involving lawyers. Also: staff should speak English on a transcontinental flight, they definitely didn't.

I paid for my luggage in the website and the company returned my payment some days later. After that I tried to pay online for several days and the website didn't finish the transaction and I also tried to pay at the Salgado Filho Airport in Brazil before my flight to London and the check in's employee said that I should pay at the time of my check in at Guarulhos Airport ,GRU-LHR. I had to pay a lot more because of that and I can see that is a scam.
Unfortunately, I will have to sue the company and claim for compensation.

The Airline Latam booked twice the money from my visa and didn't send any ticket. I thought they will just book the money back but no. One month later any many may calls to spanish hotline (the german one is not even working) still no refund. I'll give the case to a lawer now. Very unprofessional. Stay away from this company if you can.

My flight would have gone from Juliaca to Luxembourg, with connecting flights in Lima. I was shocked at the incompetence of your staff at the airport. They spoke no English, the announcements and information only in Spanish. I don’t understand how you can assume that passengers can only speak Spanish. Instead of helping the passengers, your staff played on their mobile phones. Without consultation, my flight was rebooked, which went via Chile. A long diversion that could have been avoided if your staff had reacted in time. Instead of organising a new flight, they waited until the actual flight was fixed. Latam had 5 hours to organise this so that passengers could have got their connecting flight. The colleagues in Lima had also not managed to rebook me directly to Europe, so I ended up having to fly via Chile. A flight that should normally take 19 hours now takes almost 30 hours. I arrive on 20.09 instead of 18.09. This is unacceptable and I demand a refund.

Their office in Colombia is very bad. Avoid this company if you can. They lie freely (a freak called 'Levisom' told me he had secured my ticket - just to find out he didn't and it cost us another $400 as a result), then they said they would call us back in 48 hours.. never did.. they lie about phone numbers.. They hang up at will (some stupid woman did this.. whilst giggling and laughing just before she did it). The whole company is 3rd world. Repulsive people.

Stole my money
Stole my money! Flights Cancelled May 9, 2020 to Peru.
The airline cancelled my flights. Per FareBoom's own policies, the airline, as well as DOT regulations I should then get a full refund. Not only is FareBoom not refunding my money, they also have now taken an additional $200 from my credit card for Administrative refund processing fee, consistent with the original purchase agreement accepted at the time of payment. The deeply discounted and highly restricted airfare you purchased cannot be refunded without charging any fee. Unfortunately, we cannot cover the full cost of reversing the purchase since we have already paid up to 4.5% in credit card transaction fees charged by the banking network at the time of purchase.... Any attempts to contact someone go unanswered and you are given the runaround, I have written and called several times. On June 8, 2020 you charged $200 to my credit card and have yet to refund the ticket prices.
How can you take my money again and not refund me...If you can make a withdraw then you can make a credit. What are you guys doing????

I wrote this review and I have to say that I got a response from Fareboom. Fareboom Customer Service person called me and handled my issues as best she could. She has filed with LATAM for my refund, which requires a request for a voucher first. LATAM will issue a voucher per customer but are taking up to 4 weeks to do so. The voucher confirmation email will have a link to initiate the refund process as a direct deposit. You have 6 months from the date you receive the voucher to request a refund. All this is based off of LATAM refund procedure. According to FAA/DOT these are absolutely not the guidelines they have issued. I feel that the FAREBOOM CUSTOMER SERVICE REP, that I spoke to the other day listened to me and understood. She did a great job handling an irate customer and smoothed it over. I can not change my rating just yet. I explained that to her. I will follow up again when I receive my "VOUCHER CONFIRMATION EMAIL with link to initiate the refund process as a direct deposit". I wonder how long it will actually take to get the refund...

So in short it is LATAM that is holding my money hostage. The rating of one star should be theirs. I think i'll followup on their site.

Order#: O-2B978401 & O-2B978402

Update: July 2, 2020 - Why is that LATAM has not contacted me....they have all my information...Why is that LATAM is able to hold onto my money with no repercussion from DOT. "DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send consumers written responses addressing these complaints within 60 days of receiving them. DOT also requires airlines to let consumers know how to complain to them." I have been complaining since May 9, 2020 when my flight was cancelled and even before..."It’s often best to email or write to the airline’s consumer office at its corporate headquarters. DOT requires airlines that fly to, from, or within the United States to state on their websites how and where complaints can be submitted. There may be a form on the airline’s website for this purpose.

If you feel that the airline does not resolve the issue to your satisfaction, you may want to file a complaint with DOT. You may also file a complaint with DOT if you feel that you experienced unlawful discriminatory treatment in air travel by airline employees or the airline’s contractors on the basis of disability or on the basis of race, color, national origin, sex, religion, or ancestry."

I filed a complaint with DOT regarding LATAM

Was taking a three- legged flight from London to Medellin on Friday 13th December with different airlines. Suitcase not put onto LATAM flight in Madrid.. Promises to return the suitcase to me on Saturday 14th have come to nothing. Still waiting for suitcase with all my clothes etc including for an important wedding today. Living on the kindness of friends. LATAM would not be my first choice of airline now.

I booked a flight with Latam from Cuzco to Lima on November 13th. Due to weather conditions in Cuzco my flight was cancelled and needed to be moved to the next day. While u understand the cancellation of my flight, it is the insufficient customer service which made my travel experience unpleasant. When the cancellation was announced only 3 employees were available to attend to a crowd of of approximately 100 people. Instead of rebooking the flight directly I was given a customer service number. I strongly recommend that Latam looks into its staffing and customer service issues. For now I will avoid flying with Latam.

I GAVE THE 1 X AS 0 X IS NOT AN OPTION .Waiting for response of claim 12128464.this is 5 star airline ?????????????? NEVER !!!!!!!!!!!!!!

I flew LATAM Airlines Flight LA 1310 on Oct 31, 2018 From Buenos Aires to Asuncion, Paraguay. They did not have ANY vegetarian meals and also broke the zipper pull of my checked baggage so now its very difficult to open and close the bag. When I filed a complaint on this, I was told:
"Unfortunately, in this case, the claimed damages are not included in our compensation policy, as they represent normal wear and tear that may occur during transport, as a result of typical handling of the baggage such as: scrapes, dents, cuts, stains, wear, damage caused by excess weight, or loss of superficial elements, such as straps, padlocks or pockets."

So, for them it's superfluous and therefore, I won't fly with such an airline again!

Cannot recommend LAN. My experience with them is that the planes are dirty and seemingly bad maintained. Furthermore they are delayed time and time again. I even tried a 1.5 hour delayed flight being further delayed due to long bording time. Next time I am in latin america, I will definately find another airline.

As a tourist you pay a quite high prize for flights, hotels, services and airporttaxes- just because you are a visitor...its due to SA discriminatory milking of its guests.

Lan is one of the best in the market- I am told- however you will be standing in lines for ages if you choose this company and its partner TAM. Highly understaffed checkin counters in airports, dirty aircrafts, smelly leatherrette seats and finding an inflight magazine is more the exseption than the norm.

For flights more than 3 hours you are served nothing else than a snack- you better eat before you fly or bring your own food. On most of the flights I had on Lan there was 1 serving on drinks- even for flights longer than 3 hours. The staff seems more interested in having a meeting behind the curtain in front. Calling them for a drink of water, you can not be sure they react...

For the prices I payed I am not impressed

Not much to say, great service on the flight, the hostess was just so kind and had very sense of humankind , excellent customer service, food and beverage on board was just absolutely eat as much as you like....cheapest price on flight through all south america.....
Well worth the experience