Business Profile

Airlines

LATAM Airlines

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Complaints

This profile includes complaints for LATAM Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

81 total complaints in the last 3 years.
53 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/04/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 8 I tried to book tickets on LATAM's website and kept getting this error after I entered my credit card information and clicked submit (screenshot attached). Because I got no confirmation page I assumed the booking did not go through. I then booked the same tickets on ********* successfully. A few days later I noticed the charge on my credit card for the tickets for the amount of $213.20. I called LATAM customer service, but they said they could not help me get a refund because it had been more than 24 hours. I am reaching out to you as a last resort to get a refund, because the tickets were purchased twice due to your website error. The ticket details are as follows:Passenger ******/******* (and 3 others)Ticket Number *************
Business Response
Date: 07/07/2025
*** **** *** ********* *********
**** ********* ** *********

Dear *** ******* ******,

First of all, please accept our cordial greetings. We sincerely regret the inconvenience you experienced during the ticket issuance process with us. We understand how important it is for you to have a smooth and seamless experience.

In order to provide you with a prompt and appropriate solution, we would appreciate it if you could please send us the following information related to your Delta airline purchase:

Delta reservation code
Delta ticket number
Delta receipt or proof of purchase
Image or photo of the tickets clearly showing the Delta itinerary.
Once we receive this information, we will be able to review your case and assist you in the best way possible.

We greatly appreciate your understanding and cooperation. We look forward to your response to continue the process.

Best regards,

Customer Answer
Date: 07/09/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* ******
Initial Complaint
Date:06/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased airfare for company employee on 6/9 confirmation ******* Unfortunately, as of 6/12 employee is no longer with the company. I called airline to explain situation and request a refund. Associate **** stated that I would only receive 9-10% of the total fair. I paid a total ********, so I will only received about $145. ******* website clearly states that refund are available. Yet, I was denied a refund or credit. I spoke to ******** in a second call to airline, she stated website information was incorrect and I was allowed a refund. **************************************************************************************************
Business Response
Date: 06/16/2025
Dear BBB,

Please see below a copy of our response in reference to this complaint:

June 16, 2025

New York BBB complaint #******** / ZD #********

Dear *** ************ ******************* ******** ******
We received your comments addressed to the Better Business Bureau, regarding your refund for ticket ************** associated with booking *******

We would like to inform you that we have tried calling you at number **************, but were unsuccessful.

According to our records, your request has already been addressed in case #********.

Based on the information published on our website, you may request a ticket refund if you meet all of the following conditions:

Any ticket purchased on the channels in the *************, no matter the route.
You make the request within 24 hours of purchasing your ticket.
The ticket was purchased at least 7 days before the day of the flight.
We have reviewed your refund request and would like to inform you that the ticket was purchased on June 9th and your refund request was submitted on June 13th. Unfortunately, the request was made outside the allowed timeframe, as our policy requires that refund requests be submitted within 24 hours of the ticket purchase. After conducting a thorough investigation, we have found no record of a refund request being submitted within the established timeframe.

We would like to inform you that it is not possible to process the total refund for booking ******* as the fare purchased does not allow for a refund. We would like to remind you that this information was detailed in the Single Sales Receipt (CUV) issued at the time of purchase.

However, you can request a refund of the boarding fees directly on our website.

We understand that this situation can be frustrating and apologize for any inconvenience it may have caused.

Sincerely,
********* ************ ******************* ****************** *********
LATAM Airlines

Customer Answer
Date: 06/17/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Per the website, it does not state that ALL conditions must be met. I question the authenticity of LATAM, and its deceptive practice. Which is misleading and a misrepresentation of information. As someone who uses well known airlines such as Delta, American Airlines, *********, etc. I'm very disappointed and shocked at the lack of customer service and ethics, I will certainly voice my experience with friends, family, colleges, and news outlets. I will also forward my complaint to US DOT.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** ********

Customer Answer
Date: 07/21/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
the travel agency did not provide the necessary information in a timely manner or in a format that meets legal standards. I had submitted the cancellation request with ample time, which should have allowed the agency to clearly communicate the terms and conditions for cancellation. However, not only was this information not provided, but it also cannot be found on their website, raising serious concerns about transparency and compliance.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** ********

Business Response
Date: 07/25/2025
Dear BBB,

Please see below a copy of our response in reference to this complaint:

July 25, 2025

New York BBB complaint #******** / ZD #********

Dear *** ************ ******************* ******** ****** ******* *** **** ************ ********** ************** ******************* ****** **** ******* ************ ******* ********** ********** ****** ****** *********** ***************** ******** **** *******
We offer our sincere apologies for any inconvenience this situation may have caused you.

Please note that a response to your request has already been provided through cases #********, #********, #******** and #********.

We understand your position; however, we must inform you that, on this occasion, we are unable to fulfill your request, as it is important for us to maintain a consistent policy for all our passengers.

Once again, we sincerely apologize and thank you for your understanding regarding this formal and final response from our side.

Thank you for your understanding.

Sincerely,
********* ************ ******************* **********Customer Relations
LATAM Airlines
Initial Complaint
Date:06/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a ticket for my mother to visit me. When she went to check in to her flight the woman at the desk told her she could not open her ticket on the computer screen and could not get help from a manager or supervisor nor was she able to speak to me on the phone. My mother missed her flight because they refused to check her in! In fact they told her she had to have me rebook her flight remotely. My mother has a health problem and is diabetic we requested wheelchair help for her and they told her that she could not have the help she needed. This caused her deep distress and was a major inconvenience for my family. I do not understand how the desk could not open a ticket when I could and she has photos of all her ticket information with her.
Business Response
Date: 06/16/2025
New York BBB complaint #********
LATAM ref: ********

Dear *** ****** *******,

We acknowledge receipt of your comments submitted to the Better Business Bureau regarding your mothers ticket.

We would like to inform you that, in order to review your request we need you to provide us the reservation code, ticket number and name of the passenger.

Please allow us to explain that, in accordance with LATAM Airlines policy and personal data protection act, for us to investigate and respond to a third party we require a legible copy of passenger´s ID or passport and a signed letter where passenger authorises you to liaise on his/her behalf.

We appreciate you to send the required information.
Customer Answer
Date: 06/19/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I was not provided an address or place to respond to their requests for a copy for person flying information and a letter with their signature approving I speak for them. Where do I send this to?

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

****** *******

Business Response
Date: 06/30/2025
*** **** *** ********* *********
***** **** ******** * ********

Dear *** ****** *******,

We acknowledge receipt of your comments submitted to the Better Business Bureau regarding your mothers ticket.

We would like to inform you that, in order to review your request we need you to provide us the reservation code, ticket number and name of the passenger.

Please allow us to explain that, in accordance with LATAM Airlines policy and personal data protection act, for us to investigate and respond to a third party we require a legible copy of passenger´s ID or passport and a signed letter where passenger authorises you to liaise on his/her behalf. Please send the requested by the email sent under LATAM case number ******** *r BBB.

We appreciate you to send the required information as soon as posible.
Regards,
Initial Complaint
Date:06/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased two airline tickets. In addition I purchased a pet in cabin ticket ($500 round trip) following their instructions to do so. The agent asked me for the description of the dog, size measurements, etc and the size of the container for the pet in cabin. The ticket was purchased several weeks prior to the flight.When I arrived at the airport, they told me that the dog was too big to be in cabin (9lbs) and that I needed to purchase another ticket for the dog to flight on cargo. ($300) also I had to purchase a hard case for him. I took an **** to do so ($98) purchased the size they told me. when back to the airport, they told me that the case wasn't big enough. Went back to exchange in **** ($98), brought the size they told me the second time and then they bump me from my flight even that it was plenty time for me to board (arrived 4 hours before the flight to check in) The person that processed the payment for the pet cargo ticket assured me that my previous ticket was 100% refundable, but I had to call customer services. she said they cans that the other ticket was not used.I called several times, because they could not help me or pass me to a supervisor or a manager.They asked me to call back in case the next person that answers the phone know the answer!!When I finally get through customer services they told me the pet in cabin ticket is not refundable. who is lying?They put me in a way longer flight, had to wait for 8 hours at the airport for it, my dog was completely traumatized and the flight had connection in ****, making the flight almost double the amount of hours than what I paid for ( paid for a 10 hours flight and my journey ended up being over 20 hours)The team working at the airport do not work for Latam, so every time you ask something that say they don't work for Latam, they are a vendor and they don't know the answers to most questions. Why is a company like this allowed to do business in this country?
Business Response
Date: 06/06/2025
******** *** ********* *********
***** ********

Dear ** ********************* you for your comments addressed to the BBB of ********, regarding your experience with LATAM Airlines.

We would like to inform you that according to our airport record the size of the pet carrier exceeded the allowed limit in cabin. Afterwards the passenger returned to the counter with a new kennel which was too small for the dog size since the pet should be allowed to stand inside the kennel without touching the ceiling. Therefore the passenger was offered and relocated in an alternative flight which was accepted.

As a company committed to excellence in service, we are very concerned to hear that the clarity in our communications was not up to our service standards.

Please rest assured that your comments have been transferred to the responsible area managers for further evaluation and review.

In addition, we would like to emphasize that our staff members are highly trained professionals committed to ensuring the safety of both you and your pet throughout the journey. Our associates play a pivotal role in our operations, and we are committed to their well-being, just as we are for our passengers. At LATAM, we prioritize a culture of mutual respect among our colleagues, business partners, and clients.

For future references, we invite you to visit our website for more information regarding the pet transportation.

For the above mentioned-reasons we regret to inform you that no refunds or reimbursement applies to this case.

*** *******, we are writing to express our sincere regret at not meeting your service expectations on this occasion however we would like to thank you for your time and comments which will undoubtedly contribute to enhancing our service standards.

Sincerely,
LATAM Airlines
Initial Complaint
Date:05/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I missed a connection because of a maintenance issue on a latam flight. They forced me to check my carry on. They then booked me on a flight for the next day but would not give me my bag so I didnt have clothing, toiletries, or money to get any. The staff was not sympathetic or helpful and I had to where the same clothes again without washing and buy new toiletries. I was not compensated properly for the inconvenience they caused.
Business Response
Date: 05/22/2025
Dear BBB,

Please see below a copy of our response in reference to this case:

*** *** ****

New York BBB complaint #******** / ** *********

Dear *** ************** ******************* *
We received your comments addressed to the Better Business Bureau, regarding the inconveniences you describe during your recent flight with our company to ********* on 05/15/2025.

On behalf of LATAM please accept our apologies for the difficulties that such an unfortunate event caused, as we understand that delays or other irregular operations can be very disrupting. In this opportunity, the flight had to be delayed due to last minute operational reasons.

According to our records, you were confirmed on the next available flight to your final destination.

We realize that you expect pleasant, trouble-free travel and organized problem resolution when difficulties occur, and we do offer our apologies for the level of service you mention receiving during the process. Please rest assured that we have forwarded your comments to the managers involved for their review.

We are pleased to offer reimbursement of your extra expenses incurred in ********* during this delay, regarding transportation, food and phone calls, by sending a copy of the payment receipts for our review.

We appreciate the opportunity to review this matter and hope to have a chance to serve you in the near future, this time to your complete satisfaction.

Sincerely,
********* ********,
******** *********
***** ********

-----------------------------------------------------------------

*** *** ****

New York BBB complaint #******** / ** *********

Dear *** ************** *******************
We are committed to provide an excellent service in all areas of our operations, and especially to those passengers who honor us with their patronage. We are concerned to hear that your experience with at our counter at the Airport did not meet our standards of service. We are also concerned to hear that our agents handling was perceived as uncooperative under the circumstances and apologize for any lapse in our expected performance. Your comments have been transferred to the responsible area managers for further evaluation and review.

Once again *** *********** please accept our apologies, we know we have the ability to serve you properly, and we hope you will give us another opportunity to serve you and your family to your complete satisfaction in the near future.

Sincerely,
********* ********,
******** *********
***** ********
Initial Complaint
Date:05/13/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We booked a round*trip flight with LATAM from JFK * SCL * PNT. Our outbound flight, LA533 from *** to SCL on 4/10/2005, was delayed by more than two hours, causing us to miss our connection. LATAM rescheduled our connecting flight from *** to PNT for the next day. We accepted this change and successfully flew on the rescheduled flight and arrived at PNT 4/12/2025.On 4/15/2025, we received an email from LATAM regarding a refund. The email was vague, written in Spanish, and did not explain the reason for the refund or indicate any changes to our return itinerary. We replied to LATAM via email seeking clarification, but received no response. The case was created by LATAM on 4/12/2025, we did not have internet access and did not see the email until 4/15. Throughout this time, the LATAM app continued to show our original return flight reservations. Two days before our scheduled return on April 20, 2025, we checked the app to begin the online check*in process. The app indicated that automatic check*in was in progress. There was no indication that our return flights had been cancelled.We only discovered the cancellation upon arriving at *********** on April 20, 2025. We were forced to purchase new, significantly more expensive tickets to return to ***************** from a different airport. We filed a claim with LATAM upon our return. A LATAM agent stated that the refund and cancellation of our return flights were due to DOT regulations related to the initial change in the outbound flight (LA533). On 3/10/2025 we were notified that LA533 was rescheduled from 7:30pm to 8:15pm, instead of refund/change we choose to keep the changed flight and we completed that flight on 4/10/2025 as well as the second leg from SCL to PNT on 4/12/2025. Somehow LATAM on 4/12/2025 refunded the rest of our itinerary without our request/knowledge. LATAM claims the refund is due to DOT regulation but failed to explain how since we kept and completed the rescheduled outbound flights.
Business Response
Date: 05/20/2025
*** *** **** *** ********* *********
****** ********

Dear ****** ***,

Thank you for your comments addressed to the New York BBB regarding your experience with LATAM Airlines.

First, we would like to apologize for the inconvenience you experienced with the refund for your ticket, which occurred due to an involuntary system error resulting from your no-show
to your originally planned flight to **************. Since you did not show up for your scheduled flight from ******** to **************, the system automatically processed a refund for the unused portion of your ticket.

For the aforementioned reasons, we regret to inform you that we are unable to refund the requested amount of USD $2305.00. However, since the original ticket (**************) was partially used and the unused portion was refunded ($711.61), we are offering you a refund for the difference you paid for your trip, which is $439.10, plus the $50 service fee charged for issuing the new ticket (**************). Please note that the new ticket has also been used.

Additionally, we offer a credit of USD 120.- in your LATAM wallet to pay future LATAM services.

If you are representing the other passengers, please be advised that, in accordance with LATAM Airlines policy and the ************* Protection Act, we require a legible copy of each passenger's ID or passport and a signed letter authorizing you to act on their behalf.

Please note that LATAM Airlines provides compensation and refunds through a virtual wallet known as LATAM Wallet. The amount will be added to your LATAM Wallet, allowing you to use the credit to pay for LATAM services or transfer the money to a bank account of your choice.

To accept this offer, please contact us and refer to case *********

We appreciate the opportunity to review this matter and look forward to your response.

Sincerely,

*** ***** ********
LATAM Airlines
Customer Answer
Date: 05/23/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** ***
Initial Complaint
Date:05/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am absolutely disgusted with LATAM. Words cannot even describe how much I hate LATAM. I will never use this airline again. Thanks for ruining my trip & derailing my entire day. I got home 8 hrs later bc of this delay. I had to run across the airport just to make this flight on time bc my other LATAM flight from ***** to **** was over 1 hr late and left me with less than 45 mins to make this connecting flight from **** to ****I had to spend hours of my time contacting ****************************** to reschedule my last flight from LAX to PHX. My flight was delayed due to LATAM so LATAM should have been responsible for making sure that my final flight was rescheduled. The rescheduled flight was supposed to leave at 6 am & it didnt even depart until 6:43 am. Yet again no apology for the delay. The crew didnt alert anyone about why the flight had been delayed. As I type this I am light headed & my blood sugar levels are low due to being dehydrated & hungry. Its not okay to starve & dehydrate passengers. The Snack/Drink cart came around for the first time when there was only 2 hr & 25 mins left in the flight. We were supposed to get ****************** for this flight according to the ticket. Only 1 meal served & 1 drink provided on an almost 9 hr flight is absolutely ridiculous. She also said the $15 meal voucher was included as a meal which again was never communicated to passengers. How hard is it to communicate & set proper expectations? I expect a full refund due to the incompetence of LATAM. LATAM did not provide the services that I paid for. It was LATAMs job to get me to LAX on time not delay my flight by over 7 hrs and to provide both ****************** as those were included with the price of my plane ticket. LATAM failed to do this.I also want the $60 that I spent upgrading my seats back as well. LATAM is too stupid to assign seats to people who book tickets together. I shouldnt have to pay for this service.
Business Response
Date: 05/12/2025
Ref: ******** BBB complaint #********

Dear *** **************** have received your recent comments addressed to the Better Business Bureau regarding the inconveniences you describe during your recent flights from ***** to **** to *********** to ******* on May 07- 08,, 2025
We would like to take this opportunity to provide further clarification.
On behalf of LATAM please accept our apologies for the difficulties that such an unfortunate event caused, as we understand that delays or other irregular operations can be very disturbing. In this opportunity, the flight from **** to *********** had to be delayed due to unscheduled but essential aircraft maintenance, safety reasons and, as safety is our primary concern, there will be times when we will not hesitate to delay or even cancel a flight if the circumstances warrant this decision.

According to our records, you were confirmed in the following available flight to final destination

We realize that you expect pleasant, trouble-free travel and organized problem resolution when difficulties occur, and we do offer our apologies for the level of service you mention receiving during the process.

We are pleased to offer reimbursement of your extra expenses incurred in **** and ***********, during this delay, regarding transportation, food and phone calls, by sending a copy of the receipts for our review.

Thank you for your understanding,

Customer Answer
Date: 05/12/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Thank you for your response regarding my recent flights from ***** to ******* on May 78, 2025. Unfortunately, your reply does not adequately address the primary issues I raised.
While I understand that safety-related delays may sometimes be unavoidable, your response fails to acknowledge the full extent of the inconvenience passengers experienced, particularly on the **** to *********** leg. Most notably, there was a clear failure on LATAMs part to provide basic refreshments to the majority of passengers during an extended international flight. This lack of service is unacceptable and falls well below the standard of care expected from a global airline.
The offer to reimburse expenses is appreciated but does not resolve the core issue of poor in-flight service and lack of communication and support from staff. I ask that LATAM take full accountability for this lapse and offer more than a reimbursement of incidental expenses. A gesture that reflects the inconvenience and discomfort causedsuch as a travel voucher or miles creditwould be appropriate.
I expect a prompt and thorough reconsideration of your response.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

******* *****

Business Response
Date: 05/23/2025
Ref: New York BBB complaint #********

Dear *** ********* ******************* ******** ****** ******* *** **** ************
According to our records, you accepted payment of USD 85 per passenger, for a total of USD 170. This amount has already been credited to your LATAM Wallet, and you have requested its transfer to your bank account.
We are pleased to confirm that your case has been resolved.
Please find our previous communications attached for your reference.
Kind regards,
Customer Answer
Date: 05/23/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

$85 per passenger doesnt come close to making up for what happened. Ive explained this already, and Im still expecting a proper resolution. Please escalate this to someone who can actually help.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

******* *****
Initial Complaint
Date:05/08/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was booked a flight 6/1 from **** to *************************. The flight was cancelled and I was moved to a flight 6/2 which does not work because I would miss the tour. There is another time 6/1 that they can schedule me to, but they are refusing because I booked Business and the only seats on the other flight are Economy. I said it is okay, I will take the downgrade and lose the money. Then they refused to book that flight for me and said that they cannot change it for me because of the downgrade. (Which I am accepting).I was told I have no options but a refund. I don't understand why they cannot put me on the 6/1 flight when there are seats available on the flight. If I get a refund, the tickets are grossly more expensive now so I end up paying more than $100 more.
Customer Answer
Date: 05/08/2025
Better Business Bureau:
I had to speak with more people but they eventually resolved my complaint. I got the flight but was downgraded with no refund. It is not perfect but at least I can go to the tour I booked

I have reviewed the response made by the business in reference to complaint ID ********, and find thatthis resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*** ******
Initial Complaint
Date:04/29/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a LATAM ticket to fly to ******** to be with my wife for surgery. At the airport, LATAM agents denied me check-in, claiming I needed a ***** I am a dual citizen (Brazilian and American) and do not require a ***** Although my Brazilian passport was expired, I presented my birth certificate, RG, and military enlistment, which legally prove my Brazilian citizenship. I was able to board another airline just 5 hours later using these same documents and am writing this 24 hours later from ******. LATAMs denial caused serious delays, emotional distress, and major expenses. I requested a refund, but LATAM is only offering $60 out of nearly $600 spent, citing penalties, even though the denial was their mistake. I am requesting a full refund and compensation for the trouble and additional expenses caused by LATAMs wrongful actions.
Business Response
Date: 05/07/2025
*** **** *** ********* *********
***** **** ********

Dear **** ******* ***********

Thank you for your recent communication with the Better Business Bureau concerning the request for *** ******* ***********.

We hope this message finds you well. We have taken acknowledgement of your request regarding your flight to ***** on April 28th.

To this respect, according to our registers you arrived after the flight closure time, therefore you were unable to check in flight LA8191 and you informed that you would take an American Airlines flight.

We would like to advise you that due safety standards in our operations, domestic and international flights must be closed in advance. You must be on time that is indicated on your boarding pass.

The presentation time at the airport is 3 hours before the flight departure and the presentation time at the boarding gate is 45 minutes before. This anticipation is necessary, because although the plane is still in the sleeve, the doors close early to start operations and preliminary checks before the departure, so it is no longer possible to open the door for security reasons.

These schedules may differ depending on the route, season and the airport of origin of the flight, so it is necessary that before each trip you read this information on your boarding pass to be able to present yourself on time. After verifying your situation, we have confirmed that you showed up late for the flight, when the doors were already closed, so it was no longer possible to board.

According to the terms and conditions of your ticket, refunds is not permitted. However, as a service policy, we are offering you a full refund, which will be credited to your LATAM wallet to be used in Latam services valid for one year.
We would like to inform you that we have confirmed that the taxes of the ticket USD33 and the seat you purchased for USD60.80 has already been reimburst on April 30th.

Regarding the ticket fare, USD515 has been credited to you Latam Travel whcich can be used in Latam services valid for a year as you acepted our offer.
Please follow these steps for viewing and/or use:
Enter through your preferred internet browser to LATAM Airlines.
In the upper right corner of our page, you will find the button that says "Log in". Subsequently, you must enter your member number or registered email and your password.
After logging in, in the upper right corner, you can find your name. You must select it, and a list with several options will be displayed. There, you should select "LATAM Wallet".
Then select the option "Check your LATAM Wallet".
In this section, you can see the value available for use.
For use, you must generate a purchase again, and on the payment screen, after entering passenger data, LATAM Wallet will be enabled as a payment method

Thank you for contacting us and the opportunity to provide you an answer.

Customer Answer
Date: 05/09/2025
Better Business Bureau:
Although it is not true that I arrived late to the airport, as LATAM statedI was there five hours prior to departurethey are now willing to reimburse me, which I find acceptable.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
******* **********
Initial Complaint
Date:04/29/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently purchased airline tickets to fly from *********** to ****, **** for my myself, my husband, and our 4 children through Delta airlines for a flight operated by Latam airlines. Prior to purchasing tickets, I spoke with a representative at ***** because the website was not allowing me to select seat assignments for the flight, even though we paid for the Plus tickets, which includes seat selection and luggage. I was told that I would be able to select the seats through Latam after the tickets were purchased. However, after paying for the tickets (including seat selection), I was directed to the Latam website and it said it was an additional charge ($33 per seat per flight) to select seats (which Id already paid for through the upgraded tickets). I called Latam airlines and was told we were not able to select seats and that we have to call delta. I called Delta again and they told me that they dont have access to Latams seating charts to be able to assign our seats. Since we are traveling with our 4 children (2 teenagers, a toddler, and an infant) it is important that we know ahead of time that we will all be able to sit together for this long, international flight. I last spoke with Latam yesterday morning and they have opened a case but I have not heard back yet and we are now outside of our window to cancel the flights without a fee. I have spent a total of 6 phone calls between the 2 airlines and more than 4 hours trying to resolve this issue. I do know I have heard similar stories from others who have flown Latam through *****. It seems fraudulent to me that they can charge us for seat selection and then not honor this, with both airlines claiming its out of their control.
Business Response
Date: 05/06/2025
Dear BBB,

Please see below a copy of our response in reference to this complaint:

******

*** ** ****
******
*** **** *** ******************************* *****************
******
Dear *** ********** *******
We received your comments addressed to the Better Business Bureau, regarding the inconveniences you describe during your seats selection linked to booking ******.
******
Please be advised that we had a technical problem in the automatic assignment and could not be confirmed by the website or through our Contact Center.
******
According to our records, your seats have already been reserved and are confirmed on your flights operated by our company.
******
** **** ********** *********** ***** * **** ***** ***** *******
* ************** ******* ***
* ************ ****** ****** ****** * ***
* *************** ****** * ***
* ************ ****** ****** ****** ******* ***
* ************ ****** ****** ******* ***
******
** **** ********** ********** ***** * *********** ***** ***** *****
* ************** ******* ***
* ************ ****** ****** ****** * ***
* *************** ****** * ***
* ************ ****** ****** ****** ******* ***
* ************ ****** ****** ******* ***
******
We appreciate your understanding and apologize for any inconvenience this situation may have caused.
******
******
Sincerely,
********* ************ ******************* ****************** *********
LATAM Airlines

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