Don't trust LATAM (the airline...)

Complaints Corner
1
Well, I thought I have seen it all when it comes to airlines, but this is a new one (for me):

1. I booked a flight ticket from Zurich over Madrid to Ecuador.

2. The tickets did for some reason not include the typical info about my baggage allowance.... so I asked the airline directly giving them my booking reference.

3. I received the answer that I can bring two pieces with 23 kg each.

4. My flight to Madrid is operated by Iberia, no issue with my two suitcases. My flight to Guayaquil is operated by Latam, no issue either.

5. On the return, suddenly the ground crew informs me "this flight is operated by Iberia, so you are only allowed to bring one suitcase". I showed them in writing my confirmation by Latam that I can bring 2, but they didn't care... I was told I can either pay for my extra suitcase or leave it behind. The tone was about as friendly as this sounds... so well, I paid.

6. After that went to the airline counter and complained. "We do not do custome support here, only sell tickets. For support please contact through our website"...

7. Complained through the website. Supplied them with the written statement by their employee that I could bring two pieces as well as the bill from Iberia for the second piece...

8. After weeks of waiting did I get a reply today "Please allow us to inform that the flight LA6152 was operated by Iberia (IB6464) therefore we are not responsible for the excess baggage fee paid at the airport. For the reasons explained above, we will not be able to attend your request for reimbursement."

You are not responsible for the baggage fee? I have a contract with you, not Iberia... and besides: The point is not that I complain about the fee, but about you idiots giving me the wrong information!

9. Best part: I wanted to reply to their email telling them that I will give them two weeks to reconsider before I will write the Ombudsmann for air traffic in Switzerland (my flight fortunately started in Zurich after all...). Costs me 20 minutes max as I can copy paste the info I sent to them anyway... but them probably more money in effort than the hundreds my luggage cost... guess what? "Dear Customer, We'd like to inform you that this address is not enabled to receive any email message."

10. Yes, I sent them the message again through their shitty contact form instead...

Simply put:

1. Don't fly Latam. The airline has the most pathetic service I have ever seen.

2. If you fly, don't trust their information. They lie in writing and don't feel responsible for it afterwards.

I have honestly been on hundreds of code share flights but never experienced that the operating airline does to honor the tickets of the code share partner in this way... have you?

2
Shitty indeed.

Although TBH I'd think your complaint equally justified against Iberia, for failing to honour your ticket conditions.

I have experienced a similar situation where baggage allowances varied across a journey because of codesharing, but at least we were able to establish this in advance.

3
That sucks man... airlines really are some of the worst when it comes to delivering customer satisfaction.

4
Agreed.

LATAM are a major airline in South America, so many people travelling in the region won't have the option to avoid using them.

Unfortunately, the issue with baggage allowances not being the same across an itinerary where codeshares different airlines have been used, is very common. There's also issues with the changes and cancellation rules across an itinerary.

If you booked through an agent, they should have used the industry rule of thumb that the most restrictive rules apply across the whole ticket, or at the very least, have advised you that there was a variance in the baggage allowance.

Let's see how you get on with the complaint to LATAM and I'd be interested to see their response. It could help other forum members.

5
But technically do I not have any contract with Iberia... so I can only complain with the guys who sell me a ticket, no? The problem seems to be that Iberia has certain rules, Latam knows about it, but simply close their eyes and don't care...

6
Sorry, but it doesn't work that way. European example would be if you flew from Zurich to Brussels with Swiss then from Brussels to Manchester with Brussels Airlines. Brussels include 23kg of luggage in their fares, whereas Swiss charge extra for luggage. It's completely up to the agent or individual booker to check that the rules of each flight sector are the same. Sorry!

Right....which airline were your tickets issued with? Iberia or LATAM?

Were your bags checked-in straight through from Switzerland to Ecuador, or did you collect them in Madrid and check them in again there?

Was the Ecuador to Madrid flight operated by Iberia but on a LATAM code share? Basically, what was written on the side of the aircraft and did that sector of your ticket have an IB flight number on it?

7
If I book a ticket on a code share in Europe will I always get the luggage allowance in my booking confirmation. If all flights have a code-share, as in a flight number starting on LX, will I ALWAYS get at least as much as Swiss promised me.

Latam

Checked in straight through... it was ONE ticket for the entire route. Otherwise would I have never been permitted to bring two suitcases on an EU flight with Iberia...

Code Share. That's kind of the point of this thread in case you did not notice... no IB number, but a latam one on my ticket...

8
Generally, and particularly for long haul flights where everything is on one ticket (which it clearly was in this case) there is the concept of the most significant carrier, precisely to avoid different baggage allowances on the various sectors.

See this link to an Air New Zealand page explaining the concept with the reference to the relevant IATA Resolution. I have only linked to this page because it is well explained...I know that Air New Zealand is not involved in this specific case.

https://www.airnewzealand.co.nz/most...ficant-carrier

But, in theory anyway, you should have had the same baggage allowance for your whole trip.

I find it strange though that there was no mention of your baggage allowance on your e-ticket receipt.....

9
The moral of the story is: don't pack like a woman and you'll be OK

10
or: avoid economy

11
Was just trying to establish if you had an overnight stay in Madrid as it would be another point where the issue could have possibly been flagged up.

I did notice. Just wanted to be 100% sure.

As I said, I would be interested to see the result of this complaint. From when you've said, they should compensate you. Can't say conclusively without seeing the ticket T&Cs, but you clearly had no reason to believe it would be a codeshare as there wasn't an IB on that sector.

Please note that I'm trying to help, not prove you wrong.

12
I've never even heard of Latam. I just did a quick google search and came up with 2 US carriers and KLM servicing Guayaquil. Why on earth would you fly with Latam to begin with is beyond me.

13
Even in business class code-shares can be a pita...

I have often found that it is impossible to pre-select a seat on code-share flights and that is a nuisance, particularly on long-haul.

14
They are a big carrier in South America and they were competitively priced?

They are also a member of Oneworld (along with British Airways, Cathay Pacific, Qantas, American, etc...) so not altogether an unknown quantity....

15
They cover all of South America ...

https://en.wikipedia.org/wiki/LATAM_Airlines_Group

16
Yup!

Even in Business class, only a percentage of seats are offered for pre-allocation and the priority card holders of the carrier airline get first choice. If I had a quid for every call from a Gold card holder royally kicking off because he can't get his aisle seat... then you tell them that they're flying with 6 of their colleagues who are Platinum.

17
From Zurich were the alternatives:

1) Fly the exact same planes but pay a bit more cause your ticket will say Iberia

2) Fly over Amsterdam with KLM

I do not know what your experiences with KLM are, but mine are so terrible that I thought "I've never heard of Latam, but what are the chances of them being worse than KLM?"...

P.S: Why are mods moving the thread from the complaints corner to international politics and then back?

18
I went scuba diving and my gear simply is heavy. I am of course aware of it, so that's why I explicitely asked up-front... I am happy pay for it if the costs are clear and transparent. Like they for example were on my regional flight to Galapagos from there...

I just don't like to have a surprise extortion at the airport...

19
Gold? Pshaw!

Here is where they rank on most airlines:

Joking aside. I'm working on my next million mile award and code share still sucks. Swiss and Lufthansa could give a rats ass that I'm a United Global Services customer, even though they are part of the Star Alliance. Easy Jet sometimes has better service.

20
...from a check-in agent who possibly didn't understand the ticket rules. It happens unfortunately. Just hope this gets resolved correctly for you.