Attention:CEO customer service
Beware of flying LAN
I am writing today as I have been sadly misled to the quality of your airline. I had been assured that LAN was world class in its efficiency, reliability and customer service. This has proven to be false.
In the last month I have taken 7 LAN flights. They will be my last. As a frequent flyer I fly up to 50 to 70 flights yearly. I know quality airlines and you have failed to qualify.
My first misadventure was when I checked my email inthe departure lounge in montevideo on dec 30 and was informed that the plane I was boarding was cancelled and I would have to fly later. I was confused as I was boarding and had a seat assigned. It took off on time. I suspect that you had over booked and we trying to accommodate other passengers and I probably didn't meet your criteria.
On dec 31 , i changed my reservation and was told I had to pay an additional $225 . No problem! I gave them my credit card and the following day I was phoned and told that it was wrong and that the fee was now $373. Ok, I paid as I had changed all my hotel and transportation reservation thinking that LAN knew what they were doing ,I was wrong of course.
On jan 24 , I went to check in 24 hours prior to the flight and found out that I had a seat but no ticket. Figure that one out! And of course in order to fix all this I needed to pay more $,, this time it was 444$. I am not sure that I have a ticket or a seat on the plane to Santiago as I have no confidence that you know what u are doing. As I was at Iquitos airport at the time, and LAN had just cancelled their 855am flight and failed to inform me, I had 10 hours at the airport to straighten out this matter . Exactly what is the purpose of providing a phone number and email if you dont bother contacting customer in the event of a cancellation? In spite of the fact that there were 2 other flights that day, 6 pm was the best they could do for me.
Presently I am sitting on my very sore butt waiting to see if LAN will ever get me out of iquitos. I have no doubt that tomorrow's flight to Santiago will be another disaster.WE have now decided to change our plans to fly from MVD to SYD on LAN and will seek a more reliable Carrier.
To say I am incredibly disappointed is an understatement.