This is my Experience
November 2, 2024
I recently had a very frustrating experience with Latam Airlines while trying to cancel three flights. I paid $472.30 on September 18, 2024.
When I purchased the tickets from the US site (Latam Airlines USA), I understood that I could cancel them and receive a refund, albeit with a penalty. However, the penalty fee wasn’t clearly defined or explicitly stated.
Last Friday, I called one of the reservations toll-free numbers (+1 855-921-4888) and spoke with a representative named “Kendrick” (extension 1074). I was under the impression that I could get a refund minus the penalty fee, but to my surprise, Kendrick informed me that I would need to pay $225 to initiate the refund. I decided to think about it.
Doing the math, $472 – $225 equals $247, which is almost 50% of the ticket price. It seemed very high to me, but I figured it was the only way to get a refund.
Today, on November 2, 2024, I called the same number again and spoke with Jake Wilson (extension 1012). After verifying my identity, Jake told me that I would need to pay $150 per flight to get a refund, totaling $450. I was outraged. Paying $450 to get a $472 refund is absurd—a mere $12 refund.
I informed Jake about what Kendrick had told me and provided Kendrick’s name and extension. After putting me on hold to speak with a supervisor, Jake said they would make an exception and charge me only $225 for the refund. He emphasized it was an exception, like a favor. I was shocked because I was sure Kendrick had said it would be $75 per flight.
I asked how to make the payment, and Jake explained it could be done over the phone with a credit card or through an email link he would send me. He told me he would wait for my response to speed up the process.
I made the payment, and Jake told me he would call within two hours for confirmation.
Here’s where it gets interesting.
Jake called within an hour, asking for my approval to start the refund process. He mentioned that the fees and taxes would be credited to my credit card, but the rest of the refund would go into my “Latam Wallet.” This stressed me out. I asked several questions, like how much I would actually get, but Jake couldn’t provide specifics as it was handled by the Refund Department. He said the money in the Latam Wallet could be used for flights within the next 12 months.
- I reluctantly agreed.
After hanging up, I checked the receipt: Fees and/or taxes amounted to $30.30.
I immediately called Jake back, less than 10 minutes later, expressing my frustration that I probably wouldn’t fly with Latam within the next year. Essentially, I was ending up with a net loss after the refund process.
I asked if we could revert everything, cancel the refund request, and get my $225 back. Jake said that was not possible, but as a favor, he could refund me $125 from today’s payment, meaning they would keep $100. I felt I had no other choice and reluctantly agreed.
Long story short, I called Latam Airlines for a refund, and not only did I not get a refund, but I also had to pay an extra $100. It’s crazy and ridiculous!
Conclusions
Latam Airlines seems to avoid giving refunds. Once you’ve paid, you’re out of luck.
The call center representatives are trained to obscure information and “guide” you in a way that benefits the company.
They follow their policies closely, making it difficult to take legal action.
It feels like in this planet, everyone, (especially big companies), is trying to take advantage of you.
NOTE: This story is true to the best of my knowledge and based on my personal experience with Latam Airlines. The events and details described are accurate and reflect what I encountered.
If you check their Fb page there are a lot of complains!
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