Downgraded and battling LATAM - what to do next?
May 11, 2024, 12:39 pm
#1
Original Poster
Join Date: Nov 2014
Posts: 76
Downgraded and battling LATAM - what to do next?
Hello all,
I have been battling with LATAM and wondering if anybody has any advice on what I should do next.
I had fully refundable, premium economy tickets for two people travelling from Goiana to Rio de Janeiro via Sao Paulo Congonhas.
I needed to change dates which I was able to do in five minutes on the LATAM website (at a cost of GBP 5 per passenger). So far so good.
Once the confirmation arrived, however, we had without explanation been downgraded to economy. To top it all, my tickets were now apparently non-refundable! LATAM had no explanation for why when I called the telephone centre, and said my only recourse was to raise a ticket. I asked for them to apply the upgrade, as per my original booking, or give me a full refund, but the agent said there was nothing they could do.
Soon after, I received a response to my ticket advising there was nothing LATAM could do, seeing as the new terms were stated on the website, and I agreed to them. This is NOT the case. If the website had informed me I would be downgraded, and would lose the flexibility to cancel, I would not have completed the date change (instead I would have simply cancelled and rebooked for my new date).
I replied to the message, stating the above, but have had no response after 24 hours.
I am wondering what the collective wisdom advises for my next move? I am sure Amex will refund the charges if I dispute the transaction now, but I am worried that if I buy new tickets, Amex will later charge me again for the first lot, should LATAM try and claim I was aware. Should I just hold my nerve and hope LATAM reply with something sensible? Thank you.
I have been battling with LATAM and wondering if anybody has any advice on what I should do next.
I had fully refundable, premium economy tickets for two people travelling from Goiana to Rio de Janeiro via Sao Paulo Congonhas.
I needed to change dates which I was able to do in five minutes on the LATAM website (at a cost of GBP 5 per passenger). So far so good.
Once the confirmation arrived, however, we had without explanation been downgraded to economy. To top it all, my tickets were now apparently non-refundable! LATAM had no explanation for why when I called the telephone centre, and said my only recourse was to raise a ticket. I asked for them to apply the upgrade, as per my original booking, or give me a full refund, but the agent said there was nothing they could do.
Soon after, I received a response to my ticket advising there was nothing LATAM could do, seeing as the new terms were stated on the website, and I agreed to them. This is NOT the case. If the website had informed me I would be downgraded, and would lose the flexibility to cancel, I would not have completed the date change (instead I would have simply cancelled and rebooked for my new date).
I replied to the message, stating the above, but have had no response after 24 hours.
I am wondering what the collective wisdom advises for my next move? I am sure Amex will refund the charges if I dispute the transaction now, but I am worried that if I buy new tickets, Amex will later charge me again for the first lot, should LATAM try and claim I was aware. Should I just hold my nerve and hope LATAM reply with something sensible? Thank you.
May 11, 2024, 2:30 pm
#2
FlyerTalk Evangelist
Join Date: Apr 2001
Location: MEL CHC
Posts: 21,164
I asked for them to apply the upgrade, as per my original booking,
Asking for an "upgrade" may be part of the problem. I would have asked to be seated in the class as originally purchased.
May 11, 2024, 3:23 pm
#3
Original Poster
Join Date: Nov 2014
Posts: 76
It was a cash booking. I didn't ask them for "an upgrade" - I asked them to upgrade me so that I had the same class as my original booking! The flights were exactly the same time/ routing, just 24 hours different and aside from charging 10, the website gave no indication I would be changing class or conditions.
May 11, 2024, 5:25 pm
#4
Join Date: Aug 2016
Programs: LATAMPASS Silver, SkyMiles Silver Medallion
Posts: 456
I am afraid there wasn’t favorable outcomes in the past LATAM DOWNGRADE - What to do?