LATAM became the largest airline in South America when it was formed by the merger of LAN Chile and Brazil’s TAM airlines. There’s now a LATAM subsidiary in Argentina and Colombia too. As an Avgeek and a travel blogger I was excited to learn that LATAM sold seats on a weekly flight between Madrid (“MAD”) and Frankfurt (“FRA”). Through their website I bought a business class fare for just £75, which seemed terrific value for a 2.5 hour flight in an ‘intercontinental’ business product, complete with Champagne and lie-flat seats.

Dark clouds formed on the morning of the flight when I checked in online and found they had moved the departure time forward  by 15 minutes without notifying me. I was already anxious about making a 1hr 25m connection at MAD, and this was going to make it more challenging.  My flight to MAD ran a little late, parked away from an airbridge gate, and Air Europa gave me no help at all in transferring between Terminals 1 and 4. I eventually got to LATAM’s ticket desk in Terminal 4 at 14:20  and asked them to call the gate to say I was on my way.

But the lady at the desk just said I was too late and wouldn’t make it; end of, go away. No advice on how I could get to FRA that day. Nothing.

I was distraught and entered into an autistic meltdown, so I asked her to call a doctor. But she wasn’t interested in helping me one little bit.   A male supervisor who turned up was equally ambivalent about helping me.

LATAM’s customer service was abysmal 0/10 but I do wonder if this was a Spanish issue rather than a LATAM one. Unfortunately I have too often been irritated by sloppy, scruffy, lazy and unsympathetic Spaniards working in customer services. A laid back, casual, informal even casual style can sometimes be endearing. But other times it’s down right rude and unprofessional.

I called LATM to get a refund, but only the tax element of this bargain fare was refundable (understandable).