Massive Back Office and Account Problems
 

I am not sure, if anyone else is experiencing this, but for the last couple of months I am facing massive problems with LATAM's infamous "Customer Service".

I have to say that, in the past, I was one of the lucky few who always received good and swift attention, but since February this year, it seems that the LATAM bug has hit me in its worst form of expression.

My account, both on the webpage and the application, is constantly messed up. Some weeks ago, suddenly all of my elite miles and dollars disappeared and magically showed up again after a few days and a rant on Facebook.

Currently, all of my trips have vanished from "Mis Viajes" (they are still visible in the app though, but I am unable to have new reservations reflected in either of the two) and nobody has accommodated my request to fix this for days.

Moreover, I am waiting for several OW filghts to be credited for my family and myself from an extended trip in January. Upon their request, I have sent in copies of all the boarding passes, but my enquiry is still met with ignorance and robotic blabla replies.

To top it off, I have a JJ-operated flight from early April (GRU to MAD in J) that they have been unable to credit so far, again despite of having presented the respective boarding pass and their own confirmation that any retroactive credit for JJ should not exceed 10 days, once reported.

This may sound very DYKWIA, but I am at the verge of dropping a line to Enrique Cueto. Why has everything got so dreadful after the merger? Apart from my personal inconveniences, it really annoys me how a once nice airline (I am specifically speaking about LA and subsidiaries here) is deteriorating like this, at least on a customer service level.

I'm not a LATAMpass member - always credit to a partner. Most recently, I had a flight change where the W cabin (premium economy) was eliminated. (I still haven't traveled.) My choices were (1) $200 flight credit, (2) $100 in cash, or (3) change to an earlier flight. I chose (3). The flight isn't a particularly long one, but I just don't have confidence that (1) or (2) would ever properly process. Even during the "days of yore" that you fondly speak, ground CS was never all that good. I once had a longer haul downgrade, and offered a generous cash compensation that took many months and many inquiries to finally process.

OP it looks like it's time to go back to Facebook and any other social media you use. It sounds like an old song with the Back Orifice (and LIM as well), not having to deal with JJ yet it sounds like they're going to be as much "fun".

I've had multiple issues with the Back Orifice messing things up. New one today when I was trying to get a Preferred seat on a local flight in Colombia and the automatic system didn't want to take my LATAM Pass number, it was on the reservation still but it took the phone rep about 10 minutes to fix things. The LATAM website still can't find this one with the PNR but it's still on the app.

Historically I've usually given LAN/LATAM a couple of calls and then a very nasty post on social media usually gets fairly quick results (usually within hours not weeks). Somehow the social media team seems to be able to get the Back Orifice moving to make things right. My last couple of times were waiting for almost 6 months (twice) for credentials before they went electronic and getting a reservation restored after LATAM messed up an IRROPS connection in LIM for both me and my bags.

I wonder if some of this might be with the very messed up online access issues,(website and app) Sunday and Monday.

Of course it's LATAM so YMMV!

Terrible customer service
 

Since the merger it getting every day worse.
My last chapter with them is getting automatically charged for an upgrade “LATAM UPGRADE” showing on my credit card statement, without having a reservation. I don’t even know what are they charging me for.has anybody experienced this?
i have been complaining for the last 20+ days and got no answer.

Six weeks ago, I submitted some missing mileage requests (to AAdvantage) for LATAM operated flights. Response from AA Customer Service was:

And since roughly mid-May, I haven't been able to sign in to my LATAM account - regardless of which combination of browser & country-website I try. It's just a vicious loop, where my attempts at logging in via the LATAM website redirects me to Multiplus, where I'm unable to register, but am informed that I'm already registered, and literally told my login is likely some other random number. ["By default, your Multiplus number is your CPF. If your registration was made from TAM FIDELITY, it may be a random number, not necessarily your CPF.]

What a system!

Also remember, if you are not a Brazilian you do not have a CPF, do you have to go to Brazil to use the Latam FF program? Also when they move you to this new system, and you live in US by default their system gives you the country prefix +55 with your phone, which might be an issue when you want to use you miles/point/kms as they send a message with a code to confirm is you.

Not all .... if you want to call Multuplus you actually (no joke), need to do an international call to Brazil, to get on the queue and talk to the attendant and pray (a lot) if you do not speak Portuguese that they understand Spanish or English.

My only goal is to cash out all the miles and leave this programa asap, as they are defintely trying to push away all their elite FF, i am Black in Latam for the last 3 years and i really feel sorry for anyone with a lower tier, as i cannot imagine the kind of hell that must be.

Cheers!