LATAM Airlines

Latam App, check in made automatically and therefore seat chosen from the app, not considering your company status in the airline. Seat exchange only possible under additional fee!

I won’t blame the desk attendants or flight attendants, the problem with Latam Airlines is at Corporate level, it is imperative that the company review their policies and rules to Avoid the customers frustration for being victim of a system that obviously isn’t working, to give an example: People have to go through a second search of their carry on or backpack before boarding the plane even though already passed through customs. Another case per instance is that people have to get rid of their liquids (water, soda etc) purchased inside the airport at he same area where people purchased liquid products That are allowed inside the plane which does not make sense. Although Latam is a South American Airline they should constantly give their employees training, for procedures and communication e.g: Bilingual customer service representatives to be able to assist English speaking customers. My general impression of Latam is they have poor Customer care and support staff that obviously are following rules and training imposed by Corporate Governance.

I am Latam BlackSignature member since a while already. I have been always using the app and the website and I am still convinced that both things are the biggest weakness that Latam has . A few years ago when I started using the app, I found it very basic and full of errors, and I compared it with the AA app which was already much better than this one. At that time I thought that it was a matter of time and learning curve. However, as the years passed there is no improvement at the app, in the contrary, things are getting worse every day. Its completely inestable, and you cannot trust that it will work . Upgrade requests, data update, boarding pass download, account status, do work only once in a while. In most of the cases I need to contact the special services WhatsApp to solve y requests. It also misses very basic features like baggage tracking. I would recommend that you re do it from scratch . Is really terrible

I selected my seats on my international premium business flights and both the app and the website do not reflect the confirmed selections in the opening screen. Instead both keep saying “random seat”, suggesting I haven’t made a selection. Had to call customer service to find out that oh, that’s the just app / online UI being crappy. App also indicates the wrong baggage allowance for my fare, and I got an email alert stating I needed to buy a check in bag AND a cabin bag (for my business class fare!). Again, had to call customer service helpline a few times to sort this out (they were nice but twice I got a trainee whose English wasn’t good). But back to this app: not great. I’ve now updated it twice within a month and still same seat selection issue.

Horrible , horrible experience since the moment to download the app to my flight back home. Flight was cancel for technical issues and left stranded lots of people like me with international connecting flights. Hours of waiting and lost of miss understanding. Delta was able to book me rapidly a flight home the next morning via text that Latam lacks ( no text no WhatsApp)The only positive thing was the hotel I stayed with lovely employees that help without excitation. Hotel was clean and comfortable , the downside was the distance from the airport. We also had car service. Things happened without control but comunication in between the customer and the company is a must. I don’t think I will fly Latam again. Thanks Maria Schepps

Yeah, that’s right, LATAM does not care if you are connecting and 50 minutes prior was not enough time to allow me to check in to my flight to La Serena. I had to rebook myself to the next flight. In addition, when I did check in later and self checked my bag, I had to try five different machines because they had all run out of paper and of course no one told me that because I was traveling premium I could have checked in with their Premium checkin services without doing all the self-check-print-your-own-luggage.

I don’t know why the app has this high rating, my experience with it was awful! I try to use the app to modify my flight, to pay the difference and fee, which is fine, but app won’t take charge, in the end, and I tried three or four times, has to repeat input my info (not saving profile info, even I login in my account ), in addition, the charges are constantly changes, more charges added on for each time….i eventually have to go to airports counter to modify the change. I told my experience with the app, they agreed it didn’t work. I don’t understand this high rating of this app, if there is no way to help customers.

Unfortunately the coordination between App, web page and agents are the worst in the business. Agents cannot read or understand benefits on web page, the app constantly errors out when making changes so you are forced to call in and spend hours to process simply changes like same day flight changes. It’s impossible to speak to the agents at latam as each one them lacks common sense or ability to read. It’s quite disappointing that Delta has joined a partnership with the worlds worst airline due to its pitiful customer service and lack of training of its employees.

I bought two international flights with their “LATAM Flex” add-on service to be able to make changes or return the tickets. Changes through the app don’t work. After calling their call center, I was told that only date changes were allowed and that I’d have to request a refund if I wanted to change the destination airport. The refund took over a month, multiple calls to their call center, being hung up multiple times, and at the end I was only refunded part of the amount that I paid. NEVER AGAIN. Not a serious company.

I have never been able to sign up for the LATAM Miles program online (tried numerous times), and phone agents (the worst), say they are unable to assist. Agents are super slow, leave you ‘hanging’ for long periods, and basically have very limited powers. Website is super slow, and not informative (for a frequent flyer). Agents at JFK seem to have little ‘care’ and concern, or lack of basic flight knowledge. Not a good start to my first trip. They ought to be divested from SkyTeam, as there is no connection to it/Delta regulars. Lesson learned, sadly.

After downloading the app, it’s not possible to create a new account on the first page. Eventually, I was able to after multiple errors trying to login an option to create an account appeared. Next, it’s not possible to locate a purchased ticket. The box appears for a moment then disappears. I’ll have to access my account on a desktop to locate my ticket.

I cannot sign into my LATAM Millas account on the newest version. I had the confirmation email sent to me, I clicked the button to verify my identity, and it just took me to the app but I still wasn’t signed in. Additionally, I was able to add my flight reservation to the old version of the app, but on the new version, it cannot locate my reservation. Please make sure these things work before you require users to use the new version of the app.

I was in a call for 1 hour to add my 6months old son to my reservation and they agent wanted me to pay almost 20% of the adult ticket for him, when the policy written on your website says that the infant ticket cost is 10% of the adult ticket. I asked multiple times why this was the cost and was told multiple times that it is what it is and that there was nothing they could do. Poor customer service at it’s best, but I really should not have expected much more from Latam.

The app is slow. It often does not work for checkin. The server doesn’t save info, so I re-entered passport numbers and contact information for all 5 members of my traveling party about twenty times to get the same “Something went wrong, try again later” message. So we had to get to the airport extra early to check in. The agent just said,”Yeah. The app doesn’t work.”

Be it in-cell app, web browser, or even browser you open on a computer, it won’t let you buy a ticket. After you enter card details and clock next, it shows an error 100% of the time even when you clean cookies. The error says: “ Tuvimos un problema Por motivos de seguridad no pudimos realizar el pago de tu compra.” As a result they extort you for additional 30$+ to pay for the service of buying a ticket in the airport or by phone.

App was great when I was able to log in and use it. Then next thing you know, I can’t log in with my credentials on the app. It tells me to confirm my account (again) using the verification email they sent (but never ended up receiving) even though I’d already been using the app previously. And I have no problem logging in on the LATAM website. Not sure where the disconnect is, but the app developers need to fix it.

Can’t checki-in. Multiple repetitive requests for the same basic information that was previously requested. Unable to make flight changes. Cheap feel with constant add-ons for common services. Overall awful experience with the app. The people are slightly better but good luck deviating in any way from their programmed routine.

The app is unstable. Many times does not allow you to book, displaying the message “the search is taking longer than usual”, after less than 1 or 2 seconds of your search. In addition, compared with other airlines apps, the amount of tracking is far beyond the little service its provide. A positive point: It can generate boarding passes. It is better to use the webpage.

This could possibly be the worst site ever for any type of self service. Back arrows don’t function, literally have to close the app to start again. No real information that is at all useful so you have to call the airline and wait 30 minutes plus (assuming they can even help). The airline itself is bad even with a business class ticket but the site and app are just useless.

All was good with this app until a day before my flight the hours shown were changed, had to call customer service thinking there was a change which I wasn’t told about, but the representative told me there was no changes to my flight, still the app said different hours which made absolutely no sense at all.

First time flyer with LATAM airlines but very frequent air traveler of 25 years. Rebooking of flight was completed without consent or information. Upon arrival at my original flight gate, the attendants were unable to adjust rebooking to original flight. Instead Supervisor Luis Huaya indicated he is the only one I can talk, but would not rebook me on my confirmed flight, even though boarding pass was in hand.

My experience with the check in procedure indicates what to expect from an Airline. In this case it’s exceptional …. And why the number of staff available to help also self check in capability Kiosks and final baggage drop off. In all cases LATAM makes an A grade . Furthermore friendliness of staff and outward willingness to assist indicates LATAM does proper hiring of individuals to help and assist . I will always consider this airline to fly first and know that the service will be great . Thanks LATAM

Called several times, waited very, very, long and got no support when I finally got a live person. They have no knowledge of Delta and it’s partnership with LATAM, and much less of any medallion services. In addition, your website need help. It’s provides no support. Definitely not user friendly and provides no useful information. Thinking of canceling my flights.

Very good flight attendants very good food bathroom was always stocked with soap and tp lots of drink choices and lots of movies in the latam play if you are taking a bigger flight. Mine was jfk to scr and it was great

Impossible to recover your account. Even though an email was sent and a new pw was set, I simply cannot login to my account (or create a new one since they confirm the info already exists in the other account). When compared to AA or Delta, this app really seems to be years behind.

I was asked to used the new version and it took a while to enter all personal information. I then proceeded to make my check in with the app and I had to enter all the info again, including my Latam frequent flyer number. The system has to get smarter.

The app works fine, however very slowly. The biggest issue is the seat selection, it does not differentiate between cabin sections, or between seats and consoles in business class which makes it hard to use and understand. Having to scroll across the seat map also makes it very hard to navigate.

This app glitches so badly, it did not process my checkin, and apparently with LATAM checkin closes 2 hours before your flight and you just will not get on… So yeah, the glitchy app made me miss my flight and spend the night in the airport and spend an extra $150 (and it could have been another $900 if there hadn’t been space on the flight). not cool

If you are not using the Colombian version, don’t even try. Absolutely horrible experience every step of the way with no reason as to why the flight won’t book. Had to have a Colombian friend book it for me and and then it wouldn’t even let enter an emergency contact number so I couldn’t see my boarding pass.

This app is in general good but once you need to buy a ticket ask you to repeat many steps because does not keep passengers and method of payment in memory. So it is a pain. Azul app is way better. They should look at it.

The app was good and powerful now is bad, slow and dumb.

Downloaded the new app and was immediately asked to update my data. Tried twice and the app says it is unable to send me an email. I’ve had issues with LATAM during the pandemic and it seems that some of the issues continue to happen.

I have to complete my documentation to check in so I spend the time to do it and it just tells me to call customer service. Really hope this company is investing in whoever is answering their phone calls because everyone directs you to the same number. The app and the people at the airport.

I can’t add credit card from another country and I can’t register a passenger with different other countries documentation. Also can’t buy a multi city ticket either

Difficult to “go” and “return” to the previous page and also the app should allow the passenger to easily select a seat. I prefer window but the app always come with a pre selected seat that I have never managed to change.

This app as well as the website changed for the worst. Now it’s impossible to compare fares when booking, the Latampass account is terrible, etc.

I tried retrieving my credentials and this airline has no process for my case. I haven’t flown with them in over 10 years but they still have a record of my email and can’t recover my credentials unless I have a membership number I don’t have a record of. It’s crazy and stupid.

Latam’s app and website are extremely slow and unreliable. There’s no option to edit information on the reservation (you can only add it once), the app crashes mid purchases and wont load info like gates or your frequent flyer tier from other airlines

Horrible customer service! Very disorganized and confusing check in, I tried 4 check in machines were out of printing paper. I will recommend more training for the staff. specially in customer service.

User friendly, I Can navigate and find anything or any info needed. Thank you LATAM

Just hope that nothing goes wrong Also you pay more by using the English site but the Spanish site doesn’t work for US cards even if you are in the country. Total rip-off Missed connections, overcharging. Might as well fly VIA and save your money

I have tried on app and online to make an online account with LATAM and it won’t let me. It keeps telling me to call the help desk but provides no number. I finally found the number and called the airline and have spent 3 hours on the line bc I keep getting disconnected.

There is a limit on the number of digits in mobile phone numbers in many countries. They don’t know how many digits are in mobile phone numbers in other countries. What a stupid design.

Nothing works...it is always breaking. You need to go to the website to log in..come on! If it is available because sometime you cannot even log in. I was a Black Signature but stop flying and using latam within time because it is bad. They also think that everybody must be in Chile or brasil to everything to work. Just a reminder..the world is global even more for an airline business. You cannot cancel trips easily..you have to call.. 2023 and we still need to call someone to do trivial stuff. Horrible!

Nice UI better then other app But it has a lot bugs, almost every action it crashes the app… pretty annoying….

Latam app is always full of bad surprises. Can’t add a baggage, my husband who bought a separate ticket can’t add either. We get different failure messages. Possibly this is a way for LATAM to charge more for baggage at the airport. Never had a smooth experience with this app nor airline.

other airlines have decent app but latam is the worst app and also their web page is terrible you are unavailable to reserve and pay a flight. I don’t understand they get a lot money and they can’t hire good software engineers to work on their app and web page 😡😡😡😡😡

There are several functions in this app that generate errors and can’t complete the request.

This system has something very wrong on the backend. It is not updating flights that are delayed and doesn’t give you complete information about the flight that was purchased. Kids are blocked from getting seats.

I received an email this afternoon that my flight LA 1402 at 10:37 am on Saturday, August 6 had been cancelled and that I have been booked on a flight the same day leaving at 5:37 pm. This is really unacceptable, and with no compensation or apologies. I am new to LATAM but I do not have any good will toward your airline because of how this was handled. Gary Woods