Review Insights · App Store
LATAM: Flights, Hotels, Cars
LATAM Airlines Group S.A. · 41,514 ratings · ★ 4.7
4.7
★★★★★
41,514 ratings
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Top complaints - extracted from 68 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"latam"
14 negative reviews mention this · 21% of all complaints
★★★★★ "Mal protocolo de gestion de cancelacion. Es terrible como reacciona LATAM frente a sus propias cancelaciones. 12 horas de espera, sin cubrir los gastos y asignando vuelos aleatoriamente." - Bad Protocols
2
"flight"
11 negative reviews mention this · 16% of all complaints
★★★★★ "Flight cancelled. Last minute cancellation! Not good. Have to catch flight to Canada." - Saman2704
3
"service"
10 negative reviews mention this · 15% of all complaints
★★★★★ "Extremely poor service. I was separated from my family and couldn’t travel on the same flight from Guayaquil to Galapagos. This is despite having booked flights 3 months ago. We travelled from JFK to Guayaquil in premium economy. Severely compromised communication…" - Latam sucks
4
"flights"
7 negative reviews mention this · 10% of all complaints
★★★★★ "So frustrating! Can’t search for flights. Keyboard covers airport selection options. No way to move. On iPhone 17 with latest iOS. Cannot use app to search flights because of persistent keyboard and no ability to hide it or scroll the primary screen to uncover selection options." - PandaMoon11
5
"change"
7 negative reviews mention this · 10% of all complaints
★★★★★ "Cannot change phone number. The app will not allow me to change my phone number. I wait for a link and it never arrives. I asked for help and no one at LATAM could correct it for me. Very frustrating!" - 7maize
6
"customer"
7 negative reviews mention this · 10% of all complaints
★★★★★ "HORRIBLE!!. LATAM HAS BEEN CONSTANTLY CHANGING MY FLIGHT! THEY MADE ME HAVE A 10 + HOUR LAYOVER ! THEY WILL NOT REFUND YOU! THEY CONSTANTLY CLICK ON YOU! HORRIBLE CUSTOMER SERVICE!! THEN THEY CANCELLED MY RETURN FLIGHT !! DONT BOOK WITH LATAM!! YOU WIL…" - JES0530
7
"airline"
7 negative reviews mention this · 10% of all complaints
★★★★★ "Disorganized Airline. We flew Latam many times to and within South America. Their computer system boots you off, when trying to pay for several flights, website goes down & tells you to come back. Took us three + hours to book seats & bags, after paying & receiv…" - ReadyforfunI
📋 All 68 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Flight cancelled
Last minute cancellation! Not good. Have to catch flight to Canada.
Mal protocolo de gestion de cancelacion
Es terrible como reacciona LATAM frente a sus propias cancelaciones. 12 horas de espera, sin cubrir los gastos y asignando vuelos aleatoriamente.
Aplicativo e site erro
Não conseguimos atender sua solicitação…. Diversos funções.
Payment system
Is completely painful and useless waste of time
App mto ruim… vive instável!
Pessima experiencia
Cannot change phone number
The app will not allow me to change my phone number. I wait for a link and it never arrives. I asked for help and no one at LATAM could correct it for me. Very frustrating!
Horrible website
Worse website ever
What a mess during registration
How come the app got a 4.7 review? Reg, login, have to change where you are. Bad experience
Pessimo site
Lento, confuso, Gol 10/Air France 10x melhor
Extremely poor service
I was separated from my family and couldn’t travel on the same flight from Guayaquil to Galapagos. This is despite having booked flights 3 months ago. We travelled from JFK to Guayaquil in premium economy. Severely compromised communication at airports. No effort or empathy.
Crashes
App crashes every time it is opened. Only works first few minutes after installing and reinstalling.
HORRIBLE!!
LATAM HAS BEEN CONSTANTLY CHANGING MY FLIGHT! THEY MADE ME HAVE A 10 + HOUR LAYOVER ! THEY WILL NOT REFUND YOU! THEY CONSTANTLY CLICK ON YOU! HORRIBLE CUSTOMER SERVICE!! THEN THEY CANCELLED MY RETURN FLIGHT !! DONT BOOK WITH LATAM!! YOU WILL SPEND MORE MONEY !
Terrible, not user friendly
Needs a lot of work
Horrible app
Theme of this app is “sorry this page is unavailable” on virtually every section when trying to check into a flight and find information on your trip.
La peor atención al cliente
No es posible que me tengan 5 horas en el teléfono y al final digan que el sistema se cayó. Es una lástima a la mala calidad del servicio que han llegado. En mi vida vuelvo a usarlos
Cannot change phone number
My phone number is missing a digit. After sending selfies, photos or my passport and drivers license my phone number is still missing a digit. This failed
process took hours. LATAM says they send me verifications to my WhatsApp account yet I see nothing. Plus LATAM cannot send SMS to US cell numbers. I just wanted my account profile information to reflect reality with my correct cell number. LATAM cannot do that.
process took hours. LATAM says they send me verifications to my WhatsApp account yet I see nothing. Plus LATAM cannot send SMS to US cell numbers. I just wanted my account profile information to reflect reality with my correct cell number. LATAM cannot do that.
Delay after Cancel after Delay
LATAM can’t seem to figure out how to complete a short flight within Peru.
My 12:45 flight from Lima to Cusco was cancelled while I was in flight from Bogota.
A new flight was provided at 2:25 for gate C14.
Then my updated flight was changed to 3:50 at gate A4. It’s now 2:15pm and I’m at gate A4 only to notice that the gate info has changed to a new flight and destination and the customer service rep. at the gate isn’t sure where or when my flight to Cusco may be
My 12:45 flight from Lima to Cusco was cancelled while I was in flight from Bogota.
A new flight was provided at 2:25 for gate C14.
Then my updated flight was changed to 3:50 at gate A4. It’s now 2:15pm and I’m at gate A4 only to notice that the gate info has changed to a new flight and destination and the customer service rep. at the gate isn’t sure where or when my flight to Cusco may be
Will not verify my phone
I’ve tried multiple times over multiple days and it says they are having a problem. Also, you can’t choose your meals in the app, you get a text. But it won’t verify my phone number so I won’t get info
Poor service
Very bad. Service
Mal servicio
Quiero asociar mi latam bonus a un viaje determinado y no entiendo como hacerlo
How is it this bad?
There are no words that accurately describe how bad the user experience is or pervasive the bugs are, across both the app and the website. It’s embarrassing.
Bad service
Overprice and it’s impossible to get help
Payment method
The app is obsolete as it does not accept payment method. Also it is not possible to change country or language, both are tied to original known setting and I moved to another county. It does not allow to enter US residence docs and check in .
Nothing went right
Purchased ticket from quito to baltran was moved to san cristobal by latam agent. Manager would not correct employee mistake. I was in row 24 from Quito to Guayaquil not row 4 B which I paid an upgrade. Guayaquil to San Cristobal last row middle seat. Changed that to 9 F and now 10 B. So far it's been a horrible trip.
Worst app ever
This app requires multiple attempts to get authenticated and provides ZERO customer support if you experience a snafu while traveling.
Unable to Book Flight
Latest version of app makes it impossible to book flights. Can’t input airport code. Using iPhone. I hate it when companies update an app that is working and then it’s not working anymore.
Jorge Duarte
I don’t understand why can you do Multi City on the app to purchase tickets
Almost impossible to make changes on tickets
After the app failed, I spent 6 hours on the phone trying to change a flight date due to not being able to arrive into Santiago with Delta (due to mechanical problems with Delta flight) the two airlines are members of the same group for miles. It doesn’t give you any advantage at all. Not only I had to be on the phone waiting with four different individuals, three of them who seem to be trying their best but couldn’t get it done. I had to pay almost the price of a new tickets to get the change done. If this is good customer service I don’t know what would be considered bad.
Slow and disconnected
La app está incompleta. Enlaza con el sitio web. Para que usar la app?
Boarding pass
Not easy to understand how to get boarding pass
Ridiculously
It seems impossible to arrange for a wheelchair online , and nearly or totally impossible to find a phone number.
Disappearing with latam
This airline used to be good. I had too many issues with them checking my small bag when other people with giant bags get to take them with in the plane. Flight attendants are great, but before you get into the plane is a nightmare
Flights ok, CUSTOMER SERVICE HORRENDOUS
My friend and I went back and forth with various agents with conflicting answers and it is actually insane to understand how they can continue to operate. If you have to book a flight please consider doing so through another airline like delta because LATAM will not help in the event something happens.
Sign in
The sign in process has been onerous. I spent well over an hour just getting signed in and the password reset. Your system cycled me thru at least 8 times, doing the same thing each time. You need to make this process simpler!
Não conecta após atualização
Como uma empresa deste tamanho não testa um login antes de publicar uma atualização?
App abuses notifications for marketing spam
As the title says, they abuse the notification system to send spam notifications completely unrelated to any trips or otherwise. Immediately red flag and uninstall for me.
Demasiados mensajes
Aparecen demasiados mensajes. Me hacen perder tiempo.
Not happy
Our flight got cancelled and our group got divided into two flights which completely messed up our itinerary and tour plans. When we asked to be placed on Standby at the next flight they said they don’t have a standby policy even if a seat becomes open. Worse airline ever!
Terrible app
Terrible. The worst!
Implementen cambios URGENTES
Soy socio Black Signature.
A la App le urgen muchos cambios, sobretodo que integren Live Activities, integración con iOS 26 en la App, sobretodo ahora con las tarjetas de embarque para que haya más información.
Deberían copiarle a American Airlines, Delta que ellos están más actualizados.
Como socio yo espero que siempre estén actualizados, pero la App deja mucho que desear.
Por favor que sea una App innovadora e integren cosas como lo que Apple ofrece a ustedes los desarrolladores.
A la App le urgen muchos cambios, sobretodo que integren Live Activities, integración con iOS 26 en la App, sobretodo ahora con las tarjetas de embarque para que haya más información.
Deberían copiarle a American Airlines, Delta que ellos están más actualizados.
Como socio yo espero que siempre estén actualizados, pero la App deja mucho que desear.
Por favor que sea una App innovadora e integren cosas como lo que Apple ofrece a ustedes los desarrolladores.
Delays
App wont inform you on delays
Keep crashing
Crashes every time I open either seating or luggage
Terrible
The app may work for a tourist that travel once in a while. But this app only do one way or round trip. Can’t do a multi city. So if you are a business traveler you have to go to booking or kayak.
Foreigners can’t pay
App requires brazilian tax id for payment, and doesn’t accept Apple Pay. Beyond patethic in 2025. Furthermore, doesn’t accept credit card first name with a single letter, despite that being what my credit card has. Maybe no one at Latam ever heard of using INITIALS.
APP não funciona
Nota ZERO
Alex
A
Don’t bother
This app feels scam like. I created an account i was never even able to log in to and called to cancel it and they requested i sent a photo of myself holding my passport so my account could be canceled. No thanks.
LATAM is the
This airline has no customer service and no protocol for supervisor support. They do not know customer service. Experience is terrible.
Does not allow to change FF #
App nor web allow to modify/change your frequent flyer once it is entered. it is horrible!
Bad
Always a problem with your airline
+ 18 more in the clipboard copy
Sentiment summary
94%
Positive (4-5★)
1%
Neutral (3★)
5%
Negative (1-2★)