LATAM Airlines

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I have already filed numerous claimsThe claim has allegedly been in process for the last monthI sent you the claim numbers so this generic response is ridiculousAs all correspondence with you, this is just a further attempt to avoid resolving the issue In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

At this time, I have been contacted directly by LATAM Airlines regarding complaint ID [redacted] , however my complaint has NOT been resolved because: [Your Answer Here] They are saying that I cancelled my flight but that is not true.they cancelled my flight and did not refund me In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

[redacted]
[redacted]Hello Revdex.com,Please be advised that on July [redacted] 2007 , LATAM replied to case [redacted] as follows:RE: DOT CASE [redacted]
Dear [redacted], We acknowledge receipt of your correspondence to the Department of Transportation...

regarding the inconvenience you describe with our delayed flight and the refund of your ticket.We can certainly appreciate that delays or other irregular operations can be very disturbing and we realize that you expect pleasant, trouble-free travel and organized problem resolution when difficulties occur. However, in relation to the refund of your ticket, our records indicate that you contacted our contact center May [redacted], 2017 and clearly requested the refund of your ticket; during the process our agent asked you if he could continue with the refund of your ticket and you answered that he could continue to process the refund, reason for which we are unable to fulfill your request on this occasion.[redacted], we regret that we were unable to fulfill your expectations on this occasion and thank you for the opportunity to review this matter and provide you with an explanation.[redacted]/AOSincerely,[redacted]
[redacted]
[redacted]Sincerely[redacted]
[redacted]
[redacted]

At this time, I have been contacted directly by LATAM Airlines regarding complaint ID [redacted], however my complaint has NOT been resolved because:
[Your Answer Here]
 They are saying that I cancelled my flight but that is not true.they cancelled my flight and did not refund...

me.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 
 I have already filed numerous claims. The claim has allegedly been in process for the last 8 month. I sent you the claim numbers so this generic response is ridiculous. As all correspondence with you, this is just a further attempt to avoid resolving the issue. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[ The company denies the simple fact that I never cancelled my return flight. Please request from LatAm the audio from case number [redacted]. They clearly tell me they are sorry for the mistake. I think I would know if I cancel my flight back. I was stuck at the airport with my luggage and waiting there stranded for many, many hours of aggravation. Here is a message I'd like to send as a response to LatAm: I have never requested a cancellation of my return trip. Like I said in my original message, I also have record of a conversation with Customer Service where a representative apologies to me because LatAm accidentally cancelled my return to NY, and instructs me to purchase a ticket to get back, letting me know LatAm would be reimbursing me for the expense. Please refer to case number [redacted], and provide the audio and transcript related to that case number. In addition, please provide the contact information and physical address for LatAm headquarters and United States headquarters. If the United States headquarters/office, is not authorized to settle claims, then provide address information for the office that is responsible for settling claims.]
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Customer:Thanks for contact us, in order to guide your request, we would like to inform that you have the following options:- If you need another claim or request, you must enter it through the Contact Form of [redacted].- If your request is in process, or we requested you additional...

information, you must reply the same email we sent you.- If you need communicate us, you may call to our Contact Center.(*) This email does not create a case or following case.LATAM Team

Dear sirs: Back in July 2017 I went to Peru and I had to delay my trip back to NY due to a sickness of my mother, and passing on Aug.25th. I scheduled my return to September 25th and by spoken to one
Agents in Peru which I must say was very helpful showing a lot of concern, told me that I could request a refund for the money I had to pay, due to the circumstances. My return flight was LA530 Sep25.
Pls let me know how to go about it to get the refund

Review: I have a TAM miles card and I am trying the purchase a ticket using the internet [redacted] and the call center ###-###-#### and neither are allowing me to finish my request.

The call service attendants are giving the run around always telling me I did not input my password and reconnecting me to an automated system that does not allow me to insert my password.

I've spent 3 hours and 30 minutes already and spoke to 4 different attendants and nobody can help on escalate the call to a supervisor .

Note that some of the miles will expire in 2 days 03/**/2015.Desired Settlement: I want someone the company to honor the miles program and to issue the ticket without making me wait more than 20 mins.

Review: I booked a trip to Brazil from New York City for travel dates on Dec. **, 2013-Jan. *, 2014 in the amount of $4,735.56. I could not travel due to a medical emergency. I provided documentation from my doctor and was given a year from the date of issue to travel. However, I was unable to travel during the allotted time due to a medical condition. I contacted TAM Airlines and [redacted] and was told that there were no exceptions to the policy. I requested to extend the credit until I was able to travel again and was denied. I was told that the value of the ticket would be counted as a loss.Desired Settlement: My desire is to have the full amount of $4,735.56 refunded.

Review: I flew TAM **/Jan - Flight 3421 14:53 - 5/Jan Flight 8078 22:53 from Santarem, Para, Brasil - Rio de Janeiro, RJ, Brasil - New York, NY JFK. I flew with two other friends, their luggage made it to JFK, mine didn't. I was told someone would call me the following day (yesterday - Jan **) but no one called me. I was given a number that goes to voicemail - ###-###-####. I left 3 messages, called 30 times with no answer. I called their general [redacted] line 10 times between Monday and today and was given at least 5 more phone numbers to call, half of which are disconnected. NO ONE at their 1-888 number is able to look up the status of my lost luggage, the only people who can help me are the people at JFK but they are unreachable. The only other solution they have given me is to make an international call to their lost and found in brasil. It's absolutely outrageous that they cannot help me. I've reached out to them via Twitter, facebook and phone - the customer service teams at the 1888 number left messages on my behalf as well to the JFK lost and found TAM team and still no luck.Desired Settlement: I want to receive status of my luggage - where it is, and I want it delivered ASAP. I need my luggage back!

Consumer

Response:

The business finally sent me an email notifying me of status of my luggage. Thank you for mediating!

Sincerely,

Review: I am a TAM Loyal Flyer, but I lived every flyer worst nightmare , scariest and traumatic experience that any flyer can experience in on the way to return Home is when the attendant on the check in counter tells you that:Ticket for return to Usa. Was not found in the airport system due to , its a computer error... when we ( my friend and I got to the airport ) the check in did not allocate my reservation on the system due to a according to the counter attendant a computer error from beginning to start 2 hours 30 minutes later still no reservation found , now my departing flight is long gone, Now on my attempt to purchase another ticket to return , The attendant at the purchase Tam store , instead of giving attention to my problem is talking to her friend about what they are doing after work, offer me an outrageous price($3.500), I asked her where was this seat ? because of the price; "Her answer was It doesn't matter if you want to fly this is what we have available".with a sarcastic tone on her voice. My friend and went to another carrier to purchase another airline ticket for a more reasonable price, because the airline would not accommodate, or offer to put me on another flight, or even give a break or discount on another airline ticket. a manager was requested to assist on the resolution , A manager never showed up. and another check in counter, was sent to resolve the situation , where she stated there is nothing we can do" I should them my eticket and reservation print out papers. prove of USA residency, and the worries to the obligation to return to work next Day.it didn't matter to no one. alI lived a nightmare, the scariest moment of my life ,my only luck was that my friend that is my witness decided to stay and assist me with my luggage and didn't leave . we had a minor with us, otherwise I would see me sleeping in the airport , all because your costumer services representatives are not trained to act on situations like this and we as tourist and totally vulnerable I believe I should be refunded for the amount I paid for my ticket from Tam, and I should be compensated for the new airline ticket that I purchase from the other carrier to return to the Usa where I am resident. all documentation was presented to prove my country of residency and where I work. My refund should be money refunded to me or in a form of a voucher $1600 for second airline ticket and $700.00 from Tam $ 2300 total . If it wasn't for my friend that serviced as a witness. I would not have a place to sleep, but at the airport with my luggage, expenses with the tolls $10 I will expect the resolution of this matter on a timely matter necessary. and expect to here from you. within the next 2 weeks starting from this day. Reservation Code : [redacted] my email [redacted], cell phone ###-###-#### / home [redacted] home address: ATT: [redacted] This trip took place in May and the company never got back to since I got back in June, * were now in August never heard from Tam until this Day. no email, no phone calls, no letters. but ounce you make a purchase the money disappears fast from your account, and poor costumer service, We costumers are nothing but a business.

My Attempts to reach an agreement with the Company were effortless, They never return my email ,or called.Desired Settlement: All I want is my refund. the first airline ticket cost $700

The second last minute ticket I had to buy cost me $1.600

I"m asking for $2300, total Refund in the form of , check, voucher .

Review: My luggage went missing on arrival to JFK from Person International Airport on January *, 2016. TAM Airlines said they would search for my luggage and if they could not find it they would reimburse me $1002.00 USD ($1419.00 CAD) for my missing property. The entire process from the time my luggage went missing to financial compensation was suppose to take 60 days. TAM Airlines has not reimbursed me for my missing luggage and will no longer return my emails regarding the matter.Desired Settlement: Either TAM Airlines finds my missing luggage or reimburses for the quoted amount of $1002.00 USD.

Review: I booked a trip to Brazil as well as San Paleo. On 2/*/2016 the World Health Organization issued a stern warning to pregnant as well as women contemplating pregnancy to avoid traveling to Brazil due to the out break of the Zika Virus.

I contacted the [redacted], TAM Airline and the insurance company I paid and could not get any assistance. I was told that I would be charged a cancellation fee of $200 as well as take a loss of my $780.00 I paid for my airline ticket.

As a young woman who is contemplating pregnancy this would be detrimental to the health of my child in the future. I have begged and pleaded to get assistance, but all that I have contacted have said the same, " [redacted]". In other words they are saying that I should just go on the trip to Brazil and suffer the consequences.Desired Settlement: I would like to have my cancellation fee of $200 returned to me as well as my fee for the airline ticket of $780.00 refunded..

Review: On February [redacted] 2015 TAM airlines changed my mother's departure date from February ** 2015 to April ** 2015.

Ticket information as follows: E-Ticket# [redacted]; Record Locator [redacted]; Passenger Name: [redacted].

As I have been recently diagnosed with cancer and I am in medical care with chemotherapy, I require my mother to extend her stay until July 2015. For the past 3 weeks, TAM airlines has been giving me the run around, with many excuses why they are unable to change the departure date. Their claim is that "TAM cannot change departure dates" and deny having changed my departure date previously on February **, 2015. I have an email confirmation from TAM airlines confirming the change of departure date, and I have a credit card charge from TAM for the change date fee of $245.02. I have spoken to many staff members and supervisors from TAM, including [redacted], and [redacted] on April * 2015. In an email TAM sent me on April * 2015, TAM states, with another excuse, that "the airline can change your flights until April [redacted]". However, no where in the original ticket or in the follow up departure change email is this policy stated. TAM has kept me over one and a half hour on the phone on April * 2015 refusing to help me, denying that TAM has ever changed departure date, when I have written proof on email that TAM has already done. Moreover, they have also given me the run around stating that I need to speak to the "English speaking TAM", the English speaking call center stated I need to speak to the "Portuguese speaking TAM call center", so on and so forth...This has been the most frustrating customer experience I have ever experienced. Moreover, remember I have a [redacted] patient, which I have emphasized throughout, and NO consideration or empathy has EVER been expressed.Desired Settlement: I want to change my mother's departure date from April **, 2015 to July [redacted] 2015 due to medical emergency. I have CANCER and I am undergoing CHEMO and I need my mother here. I WILL pay any necessary fee as I have paid on February ** 2015 ($245.02).

Ticket information as follows: E-Ticket# [redacted]; Record Locator [redacted]; Passenger Name: [redacted].

Review: I TRAVEL TO BRAZIL ON JUNE * ,** AND THEY AIRLINE COMPANY DESTROY MY BAG I WAS TOLD TO RESOLVE MY PROBLEM ON MY FINAL DESTINATION , THERE TOLD I WILL HAVE TO TRANSFER TO MY HOME AND BACK I CALL 12 TIMES EMAIL 100 TIMES AND THEY TOLD ME WILL REPLACE MY BAG TODAY IS 2 MONTHS SO FAR NOTHING HAD BEEN DONE CAN YOU HELP MEDesired Settlement: REPLACE NY BAG AND PAY ME ON AIRLINE CREDIT MY TIME MY PHONE CALLS AND ALL THEY HARD TIME GAVE TO ME BECAUSE I WAS TRAVEL BACK TO USA WITH MY STUFF IN A PLASTIC BAG FRUSTATE

Review: Last September, I booked flights with TAM Airlines for me, my wife, [redacted], and my daughter [redacted] to Asuncion, Paraguay. Our itinerary was to leave JFK on 12/** and to return 1/*. One week before departure, I noticed a mistake in the names on our itinerary. The itinerary gave our names as [redacted], and [redacted]. As my daughter [redacted]’s name is [redacted], I knew that this would be a problem, so I contacted [redacted], with whom we booked. They tried to help us make a name change, but to no avail as TAM was unwilling to make this easy correction on the ticket. For that reason, my daughter, [redacted], had to buy another ticket.

This extra ticket cost $1,659.05. I ask for reimbursement for this additional cost due to your intransience.

Here are the gory details.

Saturday, December ** – Getting ready for our trip, I looked at our itinerary and noticed the name problem discussed above. I contacted [redacted], right away. They tried calling you, but your offices are only opened during regular business hours, so they told me to call back on Monday.

Monday, December ** - I was on the phone 3 hours trying to get [redacted] to change the name on my reservation. They say they must work through TAM to do this, but cannot get through.

I called TAM myself and 2 different agents said that you could make the change for a $25 charge, but that it would be done and an email will be sent to me.

Tuesday, December ** - I receive an email, which states that I must contact [redacted] to make this simple change. This contradicts what I was told twice over the phone from TAM. I did call TAM earlier asking why you cannot correct this, though on Monday I was told TAM could fix this. I got pretty angry with Sandra a supervisor with you. She would not answer my questions as to why your agents are giving me conflicting information, or why [redacted] cannot get in touch. I asked if [redacted] was lying to me. She didn’t answer that either.

By this time both TAM and [redacted] have created case files. The TAM case # is [redacted] has a case # of S - [redacted]

Wednesday, December ** – We receive an email from [redacted] stating that it cannot make the name change as “it is outside of airline policy”. I spent several hours on the phone trying to get this worked out with both you and [redacted] to no avail.

Thursday, December [redacted] – As my daughter had business in Asuncion, she booked another trip there as a backup. We did try to call your corporate office to see if we could get this fixed. As this was Christmas Eve, no one answered.

Saturday, December ** – [redacted], and I go to the airport 7 hours prior to our flight in the hope that we could get the name changed on the ticket and proceed. Your ticket agent at JFK was helpful and felt that she could get my daughter on the plane by making a note on the ticket. She, though, could not make the name change. Without the name change your ticketing agent feared that my [redacted] would be held up in Sao Paulo, our layover, and possibly again upon return from Asuncion. With this uncertainty, my daughter took the backup flight.

As you can see, we tried to work with you to resolve this problem. I spent well over ten hours on the phone, wrote numerous emails, and showed up at the airport 5 hours too early. If your policies allowed a simple name correction, then I wouldn’t be bothering you now. Instead, I had to pay an additional $1,659.05 to get the service (i.e. flight) I paid you for in September. Please send me a check for this amount, which you failed to provide.

ADDITIONAL INFORMATION

Ticket number: [redacted]

Traveler's Name: [redacted] Elizabeth Taaffe correct name is [redacted] Elizabeth Taaffe

TAM Airlines Confirmation Code: [redacted] Airlines Confirmation Code: [redacted]

Lastly, I tried calling the phone numbers of your New York City Office to make sure I was sending this to a correct address. Not one of these numbers was working.Desired Settlement: A check for $1,659.05, which is what we had to pay for another ticket.

Review: I bought a flight from TAM via [redacted]. My card was billed by TAM for $2600 in May 2014. My refund was requested by [redacted] on August [redacted] when the airline agreed that I could get a refund for canceling my flight since they had a material timetable change of multiple hours from the original flight, and it is supposed to take 4-6 weeks for the return. It is way past that and TAM has not given any contact information to [redacted] regarding my refund. There is no sense of what is happening, timelines, or even confirmation that it is being processed. I believe I will NEVER get this back. They are crooks.Desired Settlement: I am requesting a refund for my cancelled flight which they approved of.

Review: The airline advertises that it's infant seat when booking an international flight for infants 0-2 (incomplete) years old going on the parents lap should be 10% of the adult ticket.

When I purchased my ticket I paid $850 and when I called to have the infant added the cost was $1128 but still they charged me $284.40 for an infant which is no where close to the 10% advertised, I asked the airline girl at the phone why was it so much and she said that she did not know, that the numbers come on the computer she does not calculate anything and for me to file a complaint if I wanted.

At this point there was nothing I could do because I had already paid for my ticket, which I did not purchase the infant at the time because they told me I would need the baby's passport and I did not have it with me but when I called to book it after buying my adult ticket they did not need it (??).

I think it is a disrespect and false advertisement saying that it would cost 10% but when you buy it it is more than 30%

(I have twins so I had to buy 2 seats for 284.40 each)Desired Settlement: refund of the amount paid more than advertised

Consumer

Response:

At this time, I have not been contacted by TAM Brazilian Airlines regarding complaint ID [redacted].

Sincerely,

Review: I flew TAM airlines from JFK to Sao Paulo in May. They cancelled my return flight, called and told me they would put me on another flight with another airline that night so I went ot the airport anyway, but they actually had no such reservation for me and forced me to get on a flight the next morning. I had to miss a number of important meetings, which I reconfirmed that afternoon based on the guidance from [redacted] that they were going to put me onto another flight that evening. I submitted a compliant on their website on May [redacted] as the airport agents instructed that I do but have not yet received any response. I even took a screenshot of the acnkowledgement from the website that the complaint went through, so I know someone over there received it. I am copying the text of what I put on the online form on [redacted]'s website below.

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

Problem with reservation [redacted]

I had a major problem flying [redacted] - I was supposed to be on the 10.30pm GRU-JFK flight leaving May [redacted]. Someone from [redacted] customer service called me around 11.30am on the [redacted] and told me there is a problem with the plane and the flight is delayed until 7.30am the following day.

I told her this was unacceptable for me because I had several critical business meetings in New York on Friday May [redacted], so the [redacted] agent said she would call back after trying to put me on another flight - I told her earlier flights, other airlines, even ones with connections are OK but I must get to NY on Friday morning. She did call back and told me I was confirmed on the American Airlines flight to JFK leaving at 9.15pm and that I should go straight to the [redacted] counter at the airport to get the confirmation. I requested an email confirmation about the flight change which she said she would send but never did.

When I got to the airport, the [redacted] agent told me I was on AA [redacted] leaving at 10.20pm, which I thought was strange because it was not was I was told by the earlier Tam agent, but still OK. When I went to check in at the American Airlines counter they said there was no AA958 leaving that night and that I was booked on the flight leaving Friday May [redacted] at 10.20pm! This was unbelievable, I couldn't believe how I was blatantly lied to by 2 Tam agents. During the day on the [redacted] I confirmed all my meetings for the [redacted] because I was promised by the Tam agent I would be on the 9.15pm flight and would arrive in time to attend those meetings.

I checked with American Airlines and they said that their 9.15pm flight was full but that there was room on their Miami flight and plenty of availability from MIA to the NYC area on the morning of the [redacted], BUT that only Tam can change the ticket to another AA flight.

I went back to the Tam counter and over the next 2 hours was told that they would keep trying to put me on something that night but there was no availability (which of course was not true from what the AA agents told me). They at first said they would put me on another airline but actually every time I suggested another route, i.e. the United flight to Newark or Delta to JFK or even through Houston or Miami or Atlanta, they constantly told me it wasn't available. When I check with these airlines websites on my phone there was definitely availability on these flights but I was told by Tam staff that it was not possible.

In the end they pretended to give me choices and were gone for 30 minutes at a time "checking" but ultimately wasted 3 hours of my time, but really my only choice was to wait for the 7,30am flight the next day. Finally I took the hotel voucher and left - the hotel wasn't even close to the airport, wasting another hour of travel time!

I paid nearly $9,000 for a business class seat and had no idea I would be treated in such a terrible manner. I feel bad for how economy passengers must be treated. I was lied to, mislead, and strung along. I kept asking to speak to someone in charge, but these requests were simply ignored. I have never been so disappointed or frustrated with a travel experience. The outcome was quite negative and Tam's treatment of me was awful every step of the way.

I demand a refund on the return leg of my trip. It was completely ruined. I missed the meetings I needed to be back in NYC for and at a very minimum will need to travel to San Francisco and London to meet those same clients at another time - which will obviously cost me considerably more time and money. Actually I believe I should get a refund as well as vouchers to fly to those locations as well.

I don't know how this internet form works, but If I do not receive a response to this message within 3 weeks, please note that I will make a complaint to the Revdex.com.Desired Settlement: An apology would be nice, but more than anything, I would like a refund for the return leg of my trip, it should be $4,500-5,000 since that was half the cost of the flight. I would also like some sort of voucher or compensation for air travel to meet the clients in San Francisco and London who I have to visit directly since I missed them while they were in New York because of the Tam delay and I now have to pay out of pocket for that.