Passengers aboard LATAM Airlines flight LA800 found themselves in a nightmare scenario when the Boeing 787 suddenly nosedived, leaving dozens injured. However, the ordeal did not end with the terrifying mid-air event; instead, passengers have raised serious concerns about the airline's handling of the situation, accusing LATAM of negligence and disorganization.
Despite more than 200 passengers facing a life-threatening situation, some claimed they were ignored for hours after the incident, with LATAM Airlines providing only a McDonald's cheeseburger upon landing in Auckland, New Zealand.
Thais Iwamoto, 26, from Sydney, Australia, expressed her frustration, telling New Zealand Herald, "It's just ridiculous, just so disorganized after what we have been through. Accidents happen, but the way they treat us, that's not what it's supposed to be." Others echoed her sentiments, pointing out the lack of clear instructions and support from the airline once on the ground.
Clara Azevedo, 28, shared her experience of having to assist an injured fellow passenger due to the absence of translators provided by LATAM Airlines. Azevedo said, "We were all traumatized, and we had to find strength to help people out. But this is not our responsibility; it is LATAM's — but they haven't done anything."
Despite initial promises of overnight accommodations and alternative flights, passengers claim LATAM Airlines fell short on delivering these commitments. The airline's email, offering reimbursement for expenses incurred during the crisis, has left some skeptical, especially as the reimbursement of airfare for the disrupted trip remains uncertain.
New Zealand's Transport Accident Investigation Commission has seized the cockpit voice recorder and flight data recorder. The investigation, assisted by Chilean authorities, seeks to shed light on the incident that unfolded just an hour outside of Auckland.
LATAM Airlines, in an official statement, reiterated its commitment to safety and expressed its dedication to assisting passengers. However, with discrepancies between promises and actions, the airline faces growing scrutiny over its crisis management and communication with affected passengers.
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