A passenger has come forward with serious allegations against LATAM Airlines, accusing the carrier of unfair treatment, poor communication, and deceptive practices after a canceled flight resulted in unexpected charges and travel chaos.
The ordeal began when LATAM canceled a flight from Montevideo to Madrid scheduled for August 13. The passenger and their partner were rebooked on a flight the following day, which meant they would miss their already-booked connecting flight from Madrid to Copenhagen on August 14. The airline offered two options: a full refund or a no-cost rebooking.
Hoping to salvage their travel plans, the couple chose to wait for new route availability and remained in touch with LATAM’s official WhatsApp support. A few days later, they were offered a rerouting to Copenhagen, which they accepted. The new flight details were updated on their profile without mention of any additional cost.
Then came the shock: after the change was processed, LATAM informed them of a 700 USD charge per passenger for the change. This fee was never disclosed prior to acceptance and came as a retroactive penalty. When the couple objected, LATAM refused to honor the original full refund option or reverse the rerouting.
Despite multiple formal complaints and phone calls, the airline rejected their claims and ignored clear evidence including screenshots of WhatsApp conversations showing the timeline and promises made.
The incident has left the couple without their intended flight or a refund. Such treatment raises serious questions about LATAM’s customer service ethics and accountability. Airlines cannot revoke promises after the fact or trap passengers into paying for flights they did not knowingly agree to.
