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20th floor of the 5711 Avenida Presidente Riesco Building in Las Condes, Santiago Province
Heathrow Airport, Greater London TW6
Miami International Airport, 2100 NW 42nd Ave, Miami, FL. 33126

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UK Phone: 0800 026 0728
US Phone: 1 866 435 9526

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LATAM Airlines Complaints: Common Issues, Advice, and Contact Information

LATAM Airlines Complaints: Common Issues, Advice, and Contact Information

Joanna Teljeur
Written By Joanna Teljeur
Last Updated: December 19, 2024

In 2023, Skytrax awarded LATAM the title, Best Airline in South America. While the Chilean carrier does have a solid reputation, they aren’t without problems. Delays and cancellations are some of the most common complaints, but there are many other issues that passengers have encountered.

Advocating for air passengers’ rights, we here at AirAdvisor can help you submit your LATAM complaint, but if you prefer to file it on your own, keep reading for some tips and tricks that will help your claim have a favorable outcome. 

Worthwhile Complaints

LATAM passengers can lodge an official complaint for any number of reasons including customer service, cabin comfort, and fees. But some situations like LATAM flight delays or cancellations, can lead to compensation payouts.

You may also have a chance of receiving cash compensation for lost or damaged baggage and oversold flights that cause you to be bumped, also known as denied boarding.

Understanding Passenger Rights

Anytime a LATAM flight departs from an airport in the United Kingdom or European Union country, you are immediately protected by the air passenger rights regulations for these regions known as Regulation UK261 and Regulation EU261

Based on these laws, LATAM is required to compensate their passengers as follows if you end up arriving late by 3 or more hours at your final destination. If your flight was canceled, and you were given less than 2 weeks notice, then you may also be eligible for compensation.

  • Flights under 1500 km - £220 (€250)
  • Flights between 1500-3500 km - £350 (€400)
  • Flights over 3500 km - £520 (€600)

Flight delayed over 3 hours or canceled? See if AirAdvisor can get you compensation.Check Your Flight

LATAM Airlines Complaints: Expert Tips

The points listed below will help you secure a positive result for your claim.

  1. Act quickly: Submit your complaint to the airline as soon as possible because the longer you wait, the fuzzier the details become. 
  2. Retain everything: You have to support the claim you’re making against LATAM, so to do this, retain boarding passes, photos, receipts, and anything else pertaining to your disrupted flight.
  3. Check your contact details. It’s important to make it easy for LATAM to contact you. So for this reason, double check your contact information.
  4. State your desired outcome: Be clear about what you hope the end result will be. Reference UK/EU regulations if you need to.

Contacting LATAM 

If you have a general concern, you can always refer to the HELP and FAQ sections of the airline’s website for quick answers. Here are some other options.

LATAM Email

The airline doesn’t post email contact information on their site, so you will have to submit your claim on the webform.

LATAM Phone Numbers

You can find contact information for different regions by going to LATAM’s website and finding their ABOUT LATAM page. 

  • 0800 026 0728 - LATAM Customer Service Phone Number for the UK
  • +44 800 026 0728 - Customer Service line from outside the UK
  • 1-866-435-9526 - Toll Free Customer Service in the United States

LATAM Complaints Form

If you go to the HELP CENTER section and scroll to the bottom, you’ll see the CONTACT US section. Under the heading, select ‘Create a Case’ in order to submit your complaint via the webform.

Create a Case from the Help Center

Make a complaint

Choose a category

Submitting LATAM Airlines Complaints

For the easiest and most successful way to complain about LATAM flight disruptions, follow these steps.

  1. Go to the the AirAdvisor homepage
  2. Provide a few preliminary flight details and click Check Compensation
  3. Enter a few more specifics about your trip
  4. After we do the initial review, we’ll contact you if we need more details for your claim.

You can save time and alleviate stress by using our convenient complaint form. When we win your case, we’ll only charge a small fee from your compensation amount, but if we don’t succeed, you pay nothing!

Find out if you are owed compensation for a disrupted flight.Check Your Flight

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Complaints

Hans Jurgen Blanckenburg

SAO PAULO AIRP FLIGHT WAS FIRST DE LAYED THEN CANCELLED

Jan 29, 2025
Documents Hans Jurgen
OUR LATAM FLIGHT 407, DUE TO LEAVE FROM SAO PAULO TO MONTEVIDEO AT 15:05, WAS FIRST DELAYED. WE WERE THEN ADVISED OF ANOTHER FLIGHT AT 18:30, AND FINALLY, WE GOT THE MESSAGE THAT THE FLIGHT WAS CANCELLED. WE RECEIVED THE CANCELLATION MESSAGE IN THE AMERICAN EXPRESS LOUNGE AND, PANICKED, IMMEDIATELY LOOKED FOR AN ALTERNATIVE FLIGHT. WE FOUND A FLIGHT WITH GOL AT 9:20 THE NEXT DAY, 13/01. FLIGHT 37630. WHEN WE RETURNED TO THE GATE TO ENQUIRE WHERE WE WOULD STAY FOR THE NIGHT, WE WERE TOLD THAT THERE ACTUALLY WAS A NEW LATAM FLIGHT DUE TO LEAVE AT 18:30. STANDING THERE WITH OUR NEWLY BOOKED FLIGHT FOR THE NEXT DAY IN HAND, WE FELT QUITE FRUSTRATED AS WE KNEW WE COULDN'T CANCEL THE FLIGHT AND GET A REFUND. NATURALLY WE LEFT WITH THE LATAM FLIGHT 18:30, 12/01. I HAVE ATTACHED ALL MESSAGES RECEIVED AND OTHER EVIDENCE. I FEEL STRONGLY THAT WE SHOULD RECEIVE COMPENSATION FROM LATAM AIRWAYS BECAUSE THEY ONLY ADVISED US BY MESSAGE OF THE CANCELLATION OF OUR ORIGINAL FLIGHT. THEY, HOWEVER, SHOULD THEN HAVE ADDED, "BUT WE HAVE A NEW FLIGHT AT 18:30". BAD MISLEADING COMMUNICATION! HERE THE MESSAGES RECEIVED: FIRST MESSAGE We are sorry to inform you that your flight to Montevideo has been delayed for unscheduled maintenance. We sincerely apologize if this affects your plans. Check the details 👇 * Order number LA0458578AUYH * Booking ID GDJDNG São Paulo (GRU) to Montevideo (MVD) 🛫 New schedule LA407 🟢 Departure: Sunday, January 12, 2025, 5:05 PM. Arrival: Sunday, January 12, 2025, 7:45 PM. 🛬 Previous schedule LA407 🔴 Departure: Sunday, January 12, 2025, 3:05 PM. Arrival: Sunday, January 12, 2025, 5:45 PM. SECOND MESSAGE Hello HANS, We found a solution for you. We already have your new flight to Montevideo. Once again, we sincerely apologize if this affected your plans. Check the details 👇 * Order number LA0458578AUYH * Booking ID GDJDNG 🛫 New flight LA9455 🟢 São Paulo GRU to Montevideo MVD Departure: Sunday, January 12, 2025, 6:30 PM. Arrival: Sunday, January 12, 2025, 9:10 PM. If you prefer, you can choose one of the following options free of charge: THIRD AND FINAL MESSAGE Hello HANS, We are sorry to inform you that your flight to Montevideo has been canceled for unscheduled maintenance. We are working to find you a solution. We sincerely apologize if this affects your plans. Check the details 👇 * Order number LA0458578AUYH * Booking ID GDJDNG 🔴 Flight canceled LA407 São Paulo (GRU) to Montevideo (MVD)Departure: Sunday, January 12, 2025, 3:05 PMArrival: Sunday, January 12, 2025, 5:45 PM If you prefer, you can choose one of the following options free of charge:
Preferred solution: Compensation
Loss: 504.60 EUR
Torren Dove

Disrespectful and discriminating costumer service

Nov 22, 2024
Rating - 1Rating - 2Rating - 3Rating - 4Rating - 5

2.7

confidental
On October 31st, my partner and I flew from Melbourne to São Paulo on flight LA804, with a stopover in Santiago. During our time at Santiago airport, we were scheduled to board flight LA8206 from Santiago to São Paulo. Unfortunately, my experience with LATAM staff at this point was highly disappointing, as their behavior was uncooperative, unacceptable, and unsupportive. The announcements at the airport were made exclusively in Spanish and Portuguese. As an English-speaking passenger traveling from Australia, I required assistance to understand the updates regarding our flight. I approached a LATAM staff member for clarification and asked if she could either translate the announcement into English or find someone who could assist me. She refused, turned her back to me, and offered no further help. Shortly afterward, another LATAM staff member approached and placed a tag on my carry-on luggage without providing any explanation or engaging in communication. As I proceeded to board the plane, another staff member addressed me in Spanish while pointing at my bag. I explained that I did not speak Spanish and asked if she could speak English. In response, she sighed in frustration, turned her back on me, and offered no support. This treatment left me feeling disrespected and discriminated against at a time when I needed understanding and assistance from LATAM staff. Having spent over AUD 7,000 with LATAM to travel through South America, I find this level of service entirely unacceptable. It is worth mentioning that the LATAM staff on our flights from Melbourne to Santiago were impeccable. However, the behavior of the staff at Santiago airport was the worst I have ever encountered. I cannot believe I spent so much money only to be treated this way. I hope this matter is taken seriously, as no customer should endure such treatment, particularly in a situation where assistance is needed. This experience left me feeling embarrassed and ashamed. Despite this incident, I loved Brazil and South America so much that I plan to return next September. However, I am now strongly considering flying with a different airline for my next trip.
Preferred solution: Compensation, Apology / Voucher
A Rodgers

Alejandra Velasco

Nov 7, 2024
Order number LA0458224VUTI Flight canceled LA2165 Tuesday, November 5, 2024 22:20-Cusee Airport A. Velaseo Astete Tuesday, November 5, 2024 23:50- Lima Airport J Chavez Intl. I had a connecting flight in Lima with a different airline. I missed it and was considered a no show. Your staff at Cusco was awful. They led us from boarding area to check-in counter never explaining to everyone what happened. Instead they explained to small groups that were vocal. I would have preferred to be treated as a human instead of a bunch of herd. It was my first experience to stay all night in an airport. The rescheduled flight for the next day was delayed also. So of course I couldn't make another reservation with my connecting flight airline because I didn't know when if ever we would leave Cusco. It felt like all your airline cares about is dinero. Very disappointing.
Preferred solution: Reimbursement

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