Latam refund wanted: Paid business, put in economy- twice!

A week ago today, for the second time, I was put into economy by Latam on a full fare business ticket between Sydney and Rio. I've been met with radio silence since requesting a refund and I'm keen to hear other's experiences with paying full business fares and being put in economy, as well as the best way to get a refund. Is legal action the best course?

Given this experience, I'm nervous about buying business again. Should I be worried about this or is it easily avoided by avoiding Latam? The cause, by the way, was that my connecting flights in Santiago were not accessible to check in staff on the ticket I bought from Latam. The problem happened on both legs, clearly a systemic issue, with their own systems struggling even more than the staff who try to make it work.

I'm really keen to hear your thoughts.

If the airline won't budge, talk to your credit card provider about doing a 'chargeback' for services paid for but not provided. In short, you paid for a business class ticket, and the airline did not give you a business class seat. They may decide you're not owed a full refund but you'd at least be entitled to a partial refund (and you should argue for a substantial refund, not just the difference between the price of your ticket and the cost of the most expensive flexible economy fare that you wouldn't have purchased, but an economy fare in the same grouping: so if you paid for 'discount' business class, I'd be asking for a refund of the difference between that and 'discount' economy).

Chargeback would probably be cheaper than legal for a situation like this.

I regularly fly between Australia and South America and I'm sorry to say it but I avoid booking through LATAM because I have had numerous system problems with bookings and their website and their phone and online support is shocking.

I agree with the observations of the previous commentator. I have had nothing but bad luck with LATAM. I think they are a thoroughly unprofessional outfit. I particularly echo the comments about their phone support. It is a complete joke. On a flight about 12 months ago the chap was not even able to speak enough English to provide basic information about, for example, when bag drop closed at SYD.

I have received a charge back for several flights I booked on LATAM using an American Express card. They seem quite aware of LATAM's poor customer service, in my case the inability to change the flight time of a flexible fare months before departure either online, by phone or by contacting LATAM through email.

After reading this makes one want to stay clear of LATAM. I would have to agree with AlexTravAddict and follow his recommendations. I have a family holiday later this year to South America and am so glad we booked on QF.

I have been flying backwards and forwards to Sth America for 20 years now and I saw the decline of LAN and TAM (now LATAM). I now use Air NZ via Buenos Aires. its easier and more comfortable despite the stop over in Auckland. If you don't want to take the QF flight they are a good option.

All good advice to stick with QF or Air NZ. I will update the thread when I have an outcome with LATAM, but the option of going through my bank for services not rendered is a good suggestion that I will also look into.

Did you book through a travel agent? If yes, the agent can put in a so-called IATA-BSP downgrade refund application which the airline MUST deal and provide you with a partial refund.

I'm flying to South America in March, so will be interested to see what happens then. It should be business class, MEL to AKL, then 4 days later to SCL. I'm joining a tour which includes flights, which will be in economy, then back Rio to SCL and on to MEL the next day. My booking is with QANTAS, with QF flight numbers on the international legs. Looking at my booking online (and I did book through a travel agent), the flight from Rio to SCL is in a space seat and has a LATAM flight number. I assumed that the pricing would take account of this, as when I've bought a Britrail pass, they are also priced on the basis that not all trains have first class.