and the beat goes on.. (shared with permission)

[tgh]

Sharing this with the permission of the author…


LATAM Air Lines tried to 'steal' from me -



On July 8, 2018, through the LATAM Airlines (English language, Canada) website, I purchased a one-way ticket on flight LA893 departing 11:20 LPB (La Paz, Bolivia), arriving 15:20 SCL (Santiago, Chile) for March 5, 2019. I paid CAD $354.87 with my Royal Bank of Canada (RBC) - issued) VISA card.



- September 14, LATAM informed me the departure time had changed to 08:30. I did not accept the new departure time; and I requested a refund. The same day, I received an email (in Spanish) stating they had received my request for a refund. They left the ‘Document No.’, ‘Amount’ and ‘Currency’ blank.



- September 26, LATAM informed me I would be refunded CAD $98.55 (with no explanation of how they arrived at that figure); and my VISA card was credited with that amount.



- September 29, I filed a complaint on the LATAM website requesting a further refund of CAD $256.32 ($354.87 minus $98.55). LATAM acknowledged the complaint and assigned me case # xx_xx_XX.



- October 18, I emailed LATAM to ask what was happening with my case. On October 19, I received a reply from Sergio Polo at LATAM Customer Support stating my case was “...being dealt with” and “we will contact you again to provide a response”.



- November 15, I had not heard from anyone at LATAM. I emailed Mr. Polo. There has been no response.



- December 2, I phoned LATAM Canada’s Customer Support Centre. After waiting two hours, I was able to speak with an agent who informed me she could do nothing because the complaint had been assigned to Mr. Polo. She said she would contact Mr. Polo and ask him to contact me. There has been no response.



December 9, I emailed Mr. Polo's supervisor:

Mariloly Cabello
Lead Agent
Presidente Riesco 5711, piso 3
Santiago, Chile
[email protected]

There was no response.



- December 20. Mr. Polo (nor or anyone at LATAM) had responded. It had become apparent he (and LATAM) wereignoring me in the hope I would 'give up' and drop the matter. I contacted RBC and initiated 'Charge Back' procedures on my VISA card. I WILL get my money back!!!

 

[drron]

Similiar to my experience.
Cancelled a refundable ticket on Latam in August.Eventually they said they had refunded my fare.Nothing has ever appeared on my Amex.Told me they will not investigate further so chargeback initiated.Also referred to Amex fraud unit.Not heard anything yet.

 

[tgh]

It seems to be embedded in their culture.
I had a similar problem many years ago which was also resolved by an amex charge back.

 

[zig]

Sounds like I might have been lucky. I cancelled a refundable fare last year and the full refund was back on my Amex quite promptly.

 

[BAM1748]

i too would be getting my money back even if it cost me some. LATAM needs a lesson tonight to it by the sound of things. The web is littered with complaints about their customer service.

 

[drron]

And out of the blue I get this from LATAM.Maybe with an Amex fraud squad investigation.
"By reviewing our processes, we have detected that your case ******** associated with a return does not have a formal response from us. For us it is important to know if you have apprehensions regarding your request to be able to follow up and thus have the opportunity to remedy the inconvenience caused."

The last message from them was-we have refunded your money.the case is closed.