Complain about a product or service

Lan Chile

Paul of Mendoza, Chile November 7, 2009

I regularly fly back and forth from Argentina to Chile, usually flying between Mendoza and Santiago. Having flown to Argentina on a return ticket I was unable, for work reasons, to use the return to Chile. I thus lost my next flight frm Chile to Argentina and finally decided to use the return part of that second ticket to get back to Chile. When I arrived at the airport I was informed that failing to use the first leg of the flight constituted a failure to comply with the terms of the ticket and that I would not be allowd to board the plane unless I purchased another ticket. I was annoyed and a heated debate ensued. My point of view is that I am the only one who lost out because of not being able to use tickets that I had payed for and that I should be able to fly. I was showed the small print on the back of the ticket that specifically precludes using the return portion of the ticket if the outward portion is not used. I was offered another ticket which cost in excess of US400. I declined and told my tormentors that I would walk to Chile rather than put another cent in tehe pockets of this company. SInce tis experienceI have heard other peoples complaints aout similar problems, one on this website, aNother from a work mate who was attacked in the airport and had his wallet stolen just after being given his boarding pass. The Lan Chile people refused to give him another boarding pass and charged him US500 for a replacement ticket. He had to comply because he was in the middle of his journey.

Stephen of Fort Lauderdale, FL May 8, 2009

I recently tried to purchase a flight from Lima (Peru) to Cuzco (Peru) on LAN airlines (www.LAN.com) For absolutely no reason, I clicked on as a Peruvian resident and tried to book a flight. The price appeared good value for money in at 216.58 for both myself and my wife..(It only takes 1 hour to get the destination) However I did not book the flight until confirming it with my wife.

A few days later, I went in as a US resident and got quoted a price of 853.76. Needless to say I went back into these websites as both US and Peruvian resident several times to reconfirm what had just happened. Still in shock and seeing it all in front of my eyes, I contacted customer service and they are telling me I need to book from whatever country I reside in no matter how different the prices. Is this fair that because of where we reside I should be charged more than someone else. I would be taking the flight from exactly the same place as a Peruvian national.I just don’t think this is fair. I wonder how many US residents have NOT looked into this.

George of Los Angeles, CA January 24, 2009

George of Los Angeles CA (01/24/09)
Received a promotion email from Lan Chile, (LA - Lima for 416). Proceeded to buy it online but could not even with help from LAN executive. He asked me to make a reservation and referred me to the Call Center, 'The Back office' and then to Customer Service. Two months later and after numerous calls and excuses, such as: the price was for 'One way' only, or 'your reservation has expired' or 'your complaint is in a committee', etc. etc. I was notified that LAN Chile would not honor that promotion.

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