LATAM Airlines / LAN Airlines
reviews and complaints

To whom it may concern,

I'm wanting to share my grievances my 8 year old (solo flight) encountered. As you well know the flight from São Paulo to Heathrow had major electrical faults which was diverted and crash landed in Belo Horizonte, We has very little communication with your airline at some points my only way of talking to my daughter was a fellow unaccompanied minor. When my daughter finally arrived in the UK she was shocked and hadn't eaten for a number of days. This problem has caused my daughter phycological issues which she is now seeing a therapist! Therefore her solo return flight had to be changed as I needed to take unpaid time off work to accompany her which costed me £1500, I had to change my return date to the UK which I was charged a further £1200. I believe this is horrendous and I believe some form of compensation is due I've tried speaking to people in Brazil to no prevail. I would appreciate some form of communication asap

We had taken the 3D scanning machine owned by M/S Aries marine & Engg.services to chile (Antofagasta) for the purpose of survey onboard the ship BOW ANDES. The return flight from chile to DXB were connected through Antofagasta - Santiago-Sao paulo (Latam Airlines) & Sao paulo-DXB (Emirates). All the baggages were checked in Antofagasta(Chile). Th machine was placed inside the trolley bag which contained tripod & the FARO machine . Upon arrival at Dubai international airport and after collection of the checked in baggage at Dubai international Airport, understand that the 3D scanning machine is missing from the checked in trolley bag.

On a recent trip from Santiago, thru Lima and continuing on to Los Angeles all passengers were required to disembark and proceed through a security screening check and then re-board the same plane to continue on to Los Angeles.

I was legally transporting a firearm declared and stored in the hold of the aircraft. LATAM was aware of the paper work, item and destination when I checked in for my flight to Los Angeles.

During the security check of the plane the local officials became aware of the item being transported and requested to check it for proper documentation. This process lasted long enough to cause me to miss re-boarding the plane for Los Angeles. It was finally determined that all proper notifications and paper work were in order.

LATAM told me that not only would they not protect me for the next available flight but that there were no LATAM flights available for 36 hours.

I then took upon myself to find a solution to my flight situation. Within 20 minutes I purchased a business class ticket back to Los Angeles on the very next LATAM flight.

My complaints are as follows:

1 LATAM sold me a ticket that included a leg from Lima to Los Angeles. I was forced to purchase another one way ticket Lima to Los Angeles for more than my entire original trip.
2 I was told there were no available flights on LATAM for 36 hours and in fact the very next flight was available.
3 I filed complaints with LATAM and they began the process and then deleted my complaints with out explanation.
4 LATAM did not properly inform the local authorities of the item being transported even though I had reported it to them.
5 LATAM has the ability of waive their own restrictions if they choose. They chose not to waive or assist a long time client. I have made more than 10 trips in 15 years to south american destinations.

Dear Latam Customer Service Team,

I am writing to let you know about an unfortunate event that occurred which has given me a bad impression of your company. I wish to let you know about my experience so that I can somehow be recompensed and so that similar situations can be prevented in the future for the well-being of other customers.

My flight on Saturday 30th March was from Santiago de Chile to Castro Chiloe. I attempted to check in online prior to my flight and was unable to do so because the website was down and failed to load multiple times, telling me to attempt later. At my arrival to the airport I went straight to security, as it was a domestic flight, and I explained my situation. The assistant diverted me to another agent, who diverted me to another and finally after 10 minutes of being diverted to different assistants, I found myself at the Latam desk where I was told I was too late for checkin and would not be allowed to board the flight.

I was shocked by the lack of possibilities that I had been given, especially considering that the lamentable situation had been triggered by a fault of the company and was not of my own wrong doing. I was advised to buy another ticket, with no benefits from the company whatsoever, paying a considerably higher price for a route which was much less than desirable considering my final destination. The new route was to take me to Puerto Montt, and I would have to organise my own way to Castro by bus and ferry. This would take me the entire day and would be expensive.

I took this option, although reluctantly, as I knew I would have been able to undertake my original plan had it not been for a more cooperative attitude from the staff and a more helpful policy from the company, and ultimately with a lack of faults of the website.

As I was travelling for work, the costs and delay had a particularly high impact, for which, along with the negative experience, I would like to be recompensed. I would, this time, expect a proactive response to my complaint and I hope to this time be satisfied by the services of your company.

Thank you in advance for your response,
Blanca Valdes

I am unable to book a special meal (vegetarian) from Lima - sao paulo - lima.. They say that this service is not offered for flights of 6 hours or less when the website they say it can be booked for flights longer than 3.5 hours.

Lima - santiago has the option to book and also serves vegetarian food as an option.

I am very disappointed with the service being offered by Latam.
I am flying business class and on the way to Sao paulo there were only 8 of us on the flight and they only offered one drink and didnt even collect the glasses - which crashed to the floor on landing..

My flight was delayed almost 5 hours, while travelling from Cusco to Puerto Maldonado, on 24th of December 2018. It meant I had to spend christmas Eve partially in the irport and in the hostel in Puerto Maldonado. Latam destroyed my plans, and not even bothered to inform me early about any changes. I have find out about delay around 1h before planned flight (one I ave shoved up in the aiport). They have send me an email after 4 pm, while the flight was scheduled on shortly before 12pm! They didn't inform about any reason and didn't provide any information.
I request a refund of that flight, or any other resolution from the company to recompensate my wasted time and money I had to spend on extra taxis and hostel.
Lost time won't come back ever.

I have 2 reservation numbers since last evening:
SILUWV for William
ZMHCGE for Cristina
I have entered credit card number multiple times and website is not working for payment.
I call the contact center and am told they can book the same for a higher price?
I just want to pay the price LATAM quoted when they gave the reservation numbers.
Please Help !

Thank You,
William McKenzie
[protected]@yahoo.com
cell number [protected]

The following is the complaint we submitted to LATAM and we are yet to hear back:
We placed an application for a refund of ticket cost on 29 May 2018 and since then we have been through a very frustrating process with Latam. I had purchased a ticket to go to Chile and see my father in April 2018. Unfortunately my father had a brain haemorrhage unexpectedly in January 2018 and had days to live. My heart broken and needing to travel urgently. Latam advised that the only way was to use the ticket I had for April but pay the excess (over AU$2, 000) to change the date, which I did as I had no other viable option and I was desperate to see my father before it was too late, plus Latam advised that because of the special circumstances I could apply for a refund of the money upon my return to Australia and presenting all the required documentation confirming the reason for my trip. My father passed away the day after I arrived! Once all his affairs were finalised I was able to return to Australia on 27 May. I then lodged the claim for the refund, provided all the required paperwork, but more and more information and documentation was requested, but only after I followed Latam up on the status of my claim. Then on 17 July I was advised the claim was accepted and the refund would be processed between 7 to 45 working days. Once this time elapsed and nothing happened we called your contact centre (with what we became very familiar with over the many months this whole thing has taken) only to be told that further documentation was needed. We had already provided this but did it again. Then we followed up again in early November only to be told that an internal error had occurred which delayed the process. We were then told this error was corrected and the claim was AGAIN admitted and we were told AGAIN that the refund would be processed between 7 and 45 working days. BUT THEN on 15 November I receive an email from Latam simply saying the refund application had been rejected. No reason given, nothing! Very disrespectful way to treat a customer! We called AGAIN your contact centre only to be told that a message would be sent to the relevant area within Latam and that I should receive SOMETHING within 48 hours. Your contact centre representative (Victor Deter ?) was not helpful and would not confirm in writing our conversation.
I would like the refund to be processed asap, as I have written evidence my claim was accepted (TWICE). Copies of emails attached.
Any further delays which have been affecting my mental and physical wellbeing I will instruct my lawyers to lodge a complaint with the relevant aviation regulators and social media outlets. I have not been able to properly mourn my father in the way he deserves it! Please!

Flying from Trujillo to Lima - booked my ticket, clearly advertised $15 for the checked bag. I tried three times to book, there was never an option to include the bag. I assumed you pay at the airport. Get to the airport and now they want to charge me $25.

I explain that there was no option to purchase luggage online. The counter assistant informs me that it is impossible to make any exception and I should have used other options for purchasing the ticket such as phoning.

Now they are threatening me with the police if I don't remove the completely empty and open Suitcase (it barely had anything in it as I had just transported chrismas gifts over to Peru for a chocolatada for kids here living in poverty.)

What kind of way is this to treat passengers

Hello,

I booked my ticket from Johannesburg to Bogota with a stop in Sao Paulo departure on the 26th of October. My booking reservation number is CQVIFR. The total was 870.93 euros. The original itinerary was a departure on friday 26th of October at 11:05 am arriving in Bogota on the 27th of October at 10am. It was a night at the airport of Sao Paulo where I booked an hotel that I payed for nothing.

On the day of the departure on the 26th of October, 4 hours before the flight I received an email saying that the flight to Sao Paulo (LA8163) was cancelled. No explanation was given. I then contacted the office to book another flight the only proposition was a flight on the 27th of October departure at 8.45am flight number LA 9451 arriving at 7pm of the same day with one hour stop in Sao Paulo. So this flight was making me lose one day off that I put for work (friday) and making me lose a day in Bogota. Unfortunately this is not the end of this nightmare but only the beginning. The flight LA 9451 departured one and a half hours after scheduled we arrived at destination 2 hours after the time planned. So our flight to Bogota already left. The desk proposed us to take a flight at night with one stop in Santiago de Chile and then arriving in Bogota at 7am on the 28th of October. We discussed with them and told them that with all that have happen we wanted a direct flight to Bogota (what we paid for originally), then told us that they will put us on the flight at 6.50am from Sao Paulo to Bogota with Avianca on the 28th of October. This transfer to Avianca was confirmed twice by Latam agents. We stayed 5 hours at the airport on the 27th of October waiting for our luggage, the reservation of an hotel and the confirmation from Avianca. After 5 hours waiting with a terrible service being moved from a person to another we finally left to the hotel at 9pm because our flight was at 6.50am the next day. On the 28th of October we arrived at 4.30am at the airport to take our Avianca flight back to Bogota. Imagine our surprise when at the counter they told us that they were never contacted by Latam and that we have no ticket. Avianca tried to contact Latam but they never answered. We then couldn't get on this plane, we went to see Latam who told us that they was an issue in the system, of course still no apologize for all this mess. Then they put us in the flight LA 800 departure from Sao Paulo at 2.55pm arriving at 7.10 pm. We asked to have a financial compensation with all the trouble we went through and to at least be put in business class for the flight from Sao Paulo to Bogota... and they said that they were not habilitated to do that and that we had to ask only on the form.

To summarize, my flight was cancelled, then the new flight was delayed so I missed my connexion, then the new flight I was supposed to take Latam never put me on this flight... I have lost two days of vacation, I put a day of on the 26th of October for nothing, and the service was terrible I had to do everything by myself... And even after all that they didn't want to put us in Business Class.

Let me tell you, I am a journalist in french, and I travel a lot, I have never seen that... So unprofessional.

What I am expecting from you is that looking at all that happened to me and that I have lost two days of holidays I am asking for:

- the reimbursement of my hotel in Sao Paulo on the 26th of October (36 euros),

- the reimbursement of my ticket at least 70% (2 days lost, one flight cancelled) it represent 609, 65 euros.

Know that if the compensation is not enough I will right an article on my paper, my website and all of the social media and believe I know who to us them very well.

I think you will understand that what happened to me is incredible and not profesional and that it is a necessity that you do something and quickly.

Thank you

On Thursday 25th of October, in Sao Paulo Airport, Brazil (Terminal 3 International Flights) Gateway 310 for Flight LA 8090, I approached the gateway 310 desk to ask for assistance. I needed to know what time the plane would land in Santiago Chile.
I had lost my last flight and when the new boarding pass was printed, it did not have this information. It was very important for me to know this, since I had little time to reschedule my Transfer in Santiago.

I proceeded to ask in English (since my native language is English) as on various occasions this was the only way of communicating effectively for both sides. The first man at the front desk understood me perfectly and asked his coworker to help me.
When he found this information on his computer, he proceeded to tell me in Portuguese. I tried to understand him, but couldn't. He kept saying "doce", but I did not understand. Then he proceed to scream at me "doce" many times. I stopped him and said I was not trying to be rude but he needed to calm down so we could communicate.

Finally, he screamed in Spanish "dos". He continued shouting that it was impossible for me to not understand him and went on to yell "doce" at me many more times. Then he claimed that if I had a Chilean Passport, it meant I spoke Spanish and I was not using my native language to communicate with him. I told him to look at my passport were he could clearly see it read I was born in Canada and therefore it was easier for me to speak in English. He told me he was from Paraguay and I had to "accept my culture and speak my language."

The encounter should have ended there, but I was forced to continue to listen to him, since he refused to return my boarding pass. When he started to see I was becoming very affected by the whole situation, instead of stopping, he insulted me, telling me in Spanish "Cometelo". Which means "to go Suck it". When he finally stopped screaming I asked for my boarding pass again, but he still refused to give it me without providing any reason why. The first coworker that spoke English went over to him and took it from him and gave it to me, asking me to leave. Even though he witnessed his coworker's behavior, I got no apology. I told him he needed to talk to his coworker and control him because this was no way to treat a person or a passenger, but he did nothing.

I am very affected by this situation and cannot understand how LATAM has this type of employee working for them, especially in Customer Support. I find it hard to believe that your company would consider this behavior appropriate and I am sure the other people who could easily see and hear this man would agree. I am also sure that telling someone to go "Suck it" qualifies as verbal abuse.

I have to travel in a few more weeks to Brazil and I am terrified to have to encounter this man again! Given how comfortable he was swearing at me in full public view, I don't think this was an isolated incident and I would like some assurance that this man will not be attending clients or passengers like myself.

Attached is a picture of the two people that were at the gateway 310 desk and I circled the one that was abusive.

I sincerely hope to hear back from LATAM with the steps you will take to prevent this person from mistreating your clients in the future.

I think I've never seen a company with such disrespect and disregard for its customer, as Latam does.

I bought my flight from Australia to Brazil and spent AUD 1.269, 00 for that, but unfortunately my mother passed away and I had to anticipate my flight to be present at her funeral.

When I called to Latam to request it I was told that I'd have to buy another flight and then send to them my mother´s death certitificate to get my refund. So I paid AUD 1.500, 00 for this new flight, besides the AUD 1.269, 00 that I had already paid.

Arriving in Brazil I sent all the necessary documents, called several times to the number of Latam in Brazil and in Australia, sent dozens of emails asking for some feedback, some update about my case, anything, and never had any information from them.

It has been such a stressful and frustrating situation, I'm dealing with a lot of problems and pain due to my mother's death and Latam is making it worse.

I just need any information about my case, if they need any other document, when this refund will happened, anything...

My case number is #[protected].

Looking forward for any help, before I arrive in Australia and have to open a court case against LATAM.

Regards,

Ana Carolina Delgado Patrignani

To LATAM Airlines

Good morning,

On Tuesday 25 September 2018, we bought 3 return flights to the Galápagos Islands on the internet for US$ 607.92. We thought this was very good value. We were pleased. We paid with our credit card and were excited about our trip the next day. Below are details of our booking:

Miércoles 26 septiembre 2018 11:15 Guayaquil (GYE) 12:12 Baltra, Islas Galápagos (GPS) XL1413
Operado por LATAM Airlines Ecuador Economy-A Sólo incluye equipaje de mano
Miércoles 03 octubre 2018 13:00 Baltra, Islas Galápagos (GPS) 15:52 Guayaquil (GYE) XL1412
Operado por LATAM Airlines Ecuador Economy-A Sólo incluye equipaje de mano
Código de reserva: AJBFDL

When we checked in at Guayaquil Airport on Wednesday 26 September, we were told by staff that we had underpaid, that the ticket we had bought on the internet was a promotional ticket for Ecuadorians only. We had not noticed any indication of this on the website. Besides, the website allowed us to pay for our tickets. If these tickets were not meant to be for us, why were we permitted to pay for them? By entering into this contract, we expected to receive the service that we paid for.

Instead, we were asked to pay another US$168, not in total, but per person! That comes to $504... on the spot! We were not expecting this. We understood that we had to pay another $90 for baggage in the hold, that was fine, but an extra $504 there and then... that was ridiculous. If we had been aware that the tickets were not meant for us, we would not have tried to buy those tickets. As it was, you accepted payment for those tickets over the internet.

Moreover, when we discussed this with your staff at the check-in desk, there was no attempt whatsoever at a compromise on their behalf. All we were told was that if we didn't pay the $504 extra within the next 5 minutes, the desk would be closed and we would not get on the flight. If they had negotiated with us, reduced the extra cost by half for example (we would have been happy to meet you halfway), we would have been satisfied. But to have been forced to pay the extra there and then, without expecting it, was distressing. I speak from the perspective of a father, who had a distressed 12-year-old daughter standing next to him, crying as a result of the scene. It was most embarrassing, to say the least!

I myself asked about a full refund of the cost of the tickets, but my wife and daughter were distressed and so looking forward to visiting your islands. I felt under a lot of pressure and finally had to concede to paying the extra.

When we finally boarded the plane, we found that it was full: you would certainly have made a good profit that day. Surely, your company's profit account could have afforded a "slight discount" in this case, in the name of professional customer relations?

Furthermore, for the price of $1201.92, we expected to be served a complimentary meal on our 2-hour flight. We received nothing... well, 1 glass of water. British Airways flights at this price from the UK to Europe always include complimentary food and drink.

Although professional, your staff at check-in made no attempt at a compromise. They did not take our surprise and distress into account.

We felt that we were punished as tourists, discriminated against, insofar as we had to pay double what an Ecuadorian national has to pay for a flight ticket with LATAM. You can surely empathise with this when you know that foreign tourists have to pay 16.6 times more for the Galápagos Islands entrance fee than Ecuadorian nationals (although this does not concern your company, of course). There are no differences in tariffs for foreigners in the UK.

Suffice to say, we were very unimpressed with your service and will be mentioning it on our travel blog and Facebook. It is a shame that we tourists, who provide you with most of your income, are treated unfairly.

Yours sincerely,
Fiona, James & Lily Perry

Good morning,

On Tuesday 25 September 2018, we bought 3 return flights to the Galápagos Islands on the internet for US$ 607.92. We thought this was very good value. We were pleased. We paid with our credit card and were excited about our trip the next day. Below are details of our booking:

Miércoles 26 septiembre 2018 11:15 Guayaquil (GYE) 12:12 Baltra, Islas Galápagos (GPS) XL1413
Operado por LATAM Airlines Ecuador Economy-A Sólo incluye equipaje de mano
Miércoles 03 octubre 2018 13:00 Baltra, Islas Galápagos (GPS) 15:52 Guayaquil (GYE) XL1412
Operado por LATAM Airlines Ecuador Economy-A Sólo incluye equipaje de mano
Código de reserva: AJBFDL

When we checked in at Guayaquil Airport on Wednesday 26 September, we were told by staff that we had underpaid, that the ticket we had bought on the internet was a promotional ticket for Ecuadorians only. We had not noticed any indication of this on the website. Besides, the website allowed us to pay for our tickets. If these tickets were not meant to be for us, why were we permitted to pay for them? By entering into this contract, we expected to receive the service that we paid for.

Instead, we were asked to pay another US$168, not in total, but per person! That comes to $504... on the spot! We were not expecting this. We understood that we had to pay another $90 for baggage in the hold, that was fine, but an extra $504 there and then... that was ridiculous. If we had been aware that the tickets were not meant for us, we would not have tried to buy those tickets. As it was, you accepted payment for those tickets over the internet.

Moreover, when we discussed this with your staff at the check-in desk, there was no attempt whatsoever at a compromise on their behalf. All we were told was that if we didn't pay the $504 extra within the next 5 minutes, the desk would be closed and we would not get on the flight. If they had negotiated with us, reduced the extra cost by half for example (we would have been happy to meet you halfway), we would have been satisfied. But to have been forced to pay the extra there and then, without expecting it, was distressing. I speak from the perspective of a father, who had a distressed 12-year-old daughter standing next to him, crying as a result of the scene. It was most embarrassing, to say the least!

I myself asked about a full refund of the cost of the tickets, but my wife and daughter were distressed and so looking forward to visiting your islands. I felt under a lot of pressure and finally had to concede to paying the extra.

When we finally boarded the plane, we found that it was full: you would certainly have made a good profit that day. Surely, your company's profit account could have afforded a "slight discount" in this case, in the name of professional customer relations?

Furthermore, for the price of $1201.92, we expected to be served a complimentary meal on our 2-hour flight. We received nothing... well, 1 glass of water. British Airways flights at this price from the UK to Europe always include complimentary food and drink.

Although professional, your staff at check-in made no attempt at a compromise. They did not take our surprise and distress into account.

We felt that we were punished as tourists, discriminated against, insofar as we had to pay double what an Ecuadorian national has to pay for a flight ticket with LATAM. You can surely empathise with this when you know that foreign tourists have to pay 16.6 times more for the Galápagos Islands entrance fee than Ecuadorian nationals (although this does not concern your company, of course). There are no differences in tariffs for foreigners in the UK.

Suffice to say, we were very unimpressed with your service and will be mentioning it on our travel blog and Facebook. It is a shame that we tourists, who provide you with most of your income, are treated unfairly.

Yours sincerely,
Fiona, James & Lily Perry

I have received a travel voucher in 29 April 2018 N° [protected]. which still hasn't been refunded, I have spent over a 150$ calling Argentina from South Africa, every time I get a new case number with the company, last call I made I got a new case number and they told me the funds have been transferred yet nothing has being received 6 months later and still no refund or proper answer from this airline. I cannot believe the incompetence of the airline.
ha de emisión
Date of issue
29-04-2018
Passenger's Name
ALEECIA LOREAL MS NAIDOO Nombre Pasajero
Correo Electrónico
PP A04008467 ZA
Type / ID Nº / Country
Tipo / Nº ID / País
[protected]@YAHOO.
Email
Aeropuerto GIG
Airport
LA Aerolínea
Airline
N° Boleto [protected]
Ticket Number
Flight Number/ Date
1310 N° Vuelo / Fecha / 29-04-2018 LA1310 / 29-04-2018
Flight Protection N° / Date
N° Vuelo Protección / Fecha DP
Cause
Motivo
1- Opción / Option (A):
Transferencia de dinero en moneda Local / Money transfer in local currency
360 SI TRECIENTOS SESENTA
Monto / Amount USD Otra moneda / Other currency Monto en letras (Monto por Escrito) / Amount in writing
RECIPIENTS SESENTA

I want this complaint to be escalated to the highest authority as this airline does not take customers seriously

My father was flying with LATAM trom Lima to Vienna and back. Because he is vegetarián we asked for veg option. They told us IS not possible. The flight from Lima to Spain IS 12hours. And then he need to change to Vienna. So he needs to be hungry. That means if you are vegetarian you dont eat in LATAM. Even you paid for service. Never heppend this with other company. Horrible. Never more.
Romulo Alfonso Yallico Andia
YDKPVV

I flew from Brasilia to São Paulo on Saturday 22 September 2018, then São Paulo to Luanda (22 Sept) and then Luanda to Johannesburg (23 Sept).
The LATAM ground hostess doing the check in in Brasilia insisted that my luggage (2 suitcases) must be booked straight through to Johannesburg. This was not my preference as I wanted to sight my luggage. I landed in SA 4 days and still do not have my luggage!
The staff in SA who I am dealing with state LATAM have not found my luggage yet.
About 7 of the 22 of us who travelled LATAM have had missing luggage issues.

I require my 2 suitcases urgently!

Can somebody pls call me or mail me urgently.

For the last couple days I have been trying to get a straight answer from LATAM regarding my request. I have a ticket from Miami to Rio de Janeiro on October 2, 2018. In this interim, my mother got hospitalized and I requested to change my ticket as soon as possible. I called LATAM in the US, and Brazil and they both told me I have to make a written complaint to Fale Conosco (which I did). I sent an affidavit from her doctor explaining the situation and asking for my presence as soon as possible. This was done yesterday around 1PM EST. Today, almost 24 hours later nobody at LATAM knows what is going on and one person told me that I might have to wait for up to 5 days to get an answer! This is absurd! This is a serious issue and I can't get resolve soon enough. I sent them a note through the e-mail LATAM gave it to me, saying that I need an answer no later than noon. After that I hope they have the decency to cancel my flight and reimburse me for the ticket. I understand that the ticket is not reimbursable but this is a special circumstance. I am not planning to go to Rio to go to the beach! So far terrible customer service!

We my husband and myself have reserved flight today 12.09.2018 from Sydney to Auckland on flight LA800 departing from Sydney at 11 past 10 AM. We are travelling for our child birthday today 12.09.2018. Took 1 hour waiting for check out to find out the flight is cancelled.There is no information for any alternatives to fligh to Auckland.It was told to us they are doing their best to make alternative booking, but not giving any details when and where to come back to check. This is very disappointing that I am going to miss my child birthday without any information to know at least whether I will be able to get to Auckland today.Plus my husband and I are missing a day from work. At least there should be SMS communication with the passengers and alternative booking done straight away. I raised a complaint with LATAN over the phone, but they gave me the only alternative to get a flight tomorrow.I am missing my child birthday today.For sure there are at least 10 flight a day from Sydney to Auckland. What a shame nobody helped in securing 2 places even if on different flights, for me and my husband to not disappoint our child. Very disappointed:-(((((. Mrs.Peneva

I am writing to complain about the embarrassing level of service, efficiency, professionalism and the way in which I have been treated by your airline.

My flight from London to Sao Paulo was delayed, getting me into Sao Paulo very late. Upon arrival, I needed to transfer from GRU to CON airport and I was given the wrong directions to the Latam bus NUMEROUS times by NUMEROUS different members of your staff forcing me to miss the shuttle and my connecting flight in CON. Whilst at GRU I even waited at the wrong terminal for over 30 minutes under the instruction of your staff.

Whilst in CON, I had to wait over an hour before being given an alternative flight to Curitiba and a lunch voucher. I then asked your staff for directions to the SINGLE restaurant (Bom Senso) that the voucher was eligible in and was again sent around the airport for over 60 minutes. Upon arriving at Bom Senso, after being directed around the airport and going through security TWICE, I was greeted by the waitress at Bom Senso who said my voucher wasn't eligible with a confused look on her face. I am still in possession of the voucher if proof is required.

Deciding that your airline was not likely to get anything right or improve it's service to me, I returned through security yet again to wait for my connecting flight which was almost 4 hours after my arrival to CON.

I finally tried to board at around 1pm after having not eaten since the meal on the London to Sao Paulo flight due to be taken on the NUMEROUS scenic tours of CON airport by your staff as aforementioned and was told YET AGAIN that the flight was delayed.

My friends in curitiba who were scheduled to pick me up from the airport had to return to work, having lost money for taking the morning off and then leaving me to pay for my own transport from the airport to my accommodation.

I'd like to take this opportunity to state that other passengers in the airport were of much more assistance than anyone of your staff, except for Paloma at the check in who was fighting with your broken computer system and was polite and patient.

Never in my life have I been treated so badly and with such little respect by any company I've been a customer with. Least of all an airline that received over £1300 GBP from me.

I am scheduled to return to London on August 10th and am obliged to insist on my ticket being upgraded (business class at MINIMUM) and airmiles to use for my next trip to Brazil to avoid any further mistreatment of myself and/or embarrassment to your airline.

I'd like to end with stating that this the first time, in over 15 years of consistent travel, have I felt mocked and disrespected by an airline.

I look forward to you fixing this situation promptly.

It occurred on: 19/07/2018

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account.

Yours faithfully,

Patrick Fleming

Booking reference and/or flight number: M7PENA