LATAM Airlines complaint: Upgraded to Business but then told couldnt hve access to loungeno service on flight

REF: 38821879

TO WHOM IT MAY CONCERN

I was wondering if you could please let me know what is happening with my enquiry and if you are unable to help, please let me know where I can take this matter further.

We were sent an email asking if we’d like to bid to upgrade on the flight from Uruguay to Brazil- we read the information and chose to upgrade on the second leg as it stated we could use the airport facilities if flying within Latin America- as we had a long layover, we thought we would. We bid got it. On arrival at San Paulo, we found out that Latam don’t have a lounge here in the airport only for international flights and we were not able to use it, although the email re upgrading said lounges could be used – what a waste of our money and how misleading the email was. We would have never paid for the upgrade and feel it was unfair misleading!!
Once on board we had no service as expected from business, no water, snack nothing – just the staff talking behind the curtain in front of us.

We look forward to hearing from you in regards to this, Kind regards Catherine