LAN LANPASS - LAN denies check-in & leaves me w/out assistance

Hi

I bought a multi-destination ticket with TAM, however one of the legs (LIM-GRU) was operated by LAN.

I came to LAN's check-in desk in Lima, but the system could not find my booking. I proceeded to LAN's customer services desk: although I presented my booking confirmation (incl. booking reference & e-ticket nr), they said my ticket was not valid and refused any further help in that situation. LAN employees at the airport were a kind of those robots repeating "we are not responsible for this problem, please contact TAM".

TAM office had closed 30 minutes earlier, so at that time there were no TAM employees at the airport.

I called both LAN and TAM call centers, but neither of them would help me, nor rebook me on a later flight that day.

Eventually TAM call center booked me on their flight next day, but refused to provide me any accommodation or food, leaving me at the airport for 19 hours (overnight).

I've never got any apology nor explanation. I was forced to stay at a hotel for 200 USD.

Which airline was responsible for taking care of me? TAM or LAN?
What were my passenger rights? What law guarantees them, Brazilian or Peruvian?

What are the consequences of leaving me without assistance and what compensation should I expect?

Thank you for your help

I would document this objectively, and factually, sending the original to the TAM office that did your booking.

My experience: I had a nice broken seat in the perma-rest position on a 10 hour flight. I had to sit forward the entire trip, and my shirt and slacks took a bath when the passenger in front of me tilted his seat back with my juice on the tray in front of me. The young FA serving us could have cared less: " Oh, really ? "

Upon arriving, I notified the main FA in Business, who finally noted the seat. Doing significant business in Brasil, I was told by the president of a Brasilian company to notify TAM. He was more upset about this conduct than I was. 3 letters later, I received a curt letter offering a 20% discount as compensation on my next flight with TAM.

Your documentation and expense copies may be more rewarding for your efforts.

They say Never say Never, but I have researched my alternatives, and TAM is no longer in the business itinerary effective January, 2012.

Oh, how I miss Varig.

I have to agree; as bad as LAN can be TAM is much much worse!

LAN & TAM seem to be competing on who has the worst customer service.

Were you in Brazil the advice would be a short letter to TAM and, probably after a no answer or a boiled plate answer, simply deliver it all to a small court against both TAM and LAN - so that one cannot point the finger at the other.

TAM is known to pay their penalties at court; Eventually it may be their corporate decision to postpone payments after a court order and only for those passengers willing to pursue that route.