LAN LANPASS - LAN is absolutely terrible

First off, I get it. Lan basically controls western part of S. America. It's close to monopoly, and they can give middle finger to anyone who complains. But seriously. Sometimes, i think they have taken it too far.

I was flying from ICN to LAX on KE, and then to connect to SCL via LAN.

At LAX, the plane got delayed an hour. another one, and another one, until it got cancelled. I wasn't too happy about it, because it was my first time taking LAN, and I did get some advice that LAN delays all the time, but it happens.

I went to LAN counter in LAX (USA! FOR CHRISTSAKE!), and LAN counter had ZERO person who spoke english. I am not kidding. Each time i try to ask them a question about compensation, what they are going to do to get me to SCL, and what about my luggage, they asked me if i spoke Spanish, which i don't.

and each time, they just waved me off and shrugged, until i had to get someone to help me translate from the passenger side. like really? The official language of US is English, and LAN couldn't even get a single person who spoke English??

What made things worse was LAN promised to ensure my luggage will come with me to SCL, as they changed my flight.
They put me on LAX to MIA (!!!!) then to SCL on AA flight.

My final destination was ASU, so once i got to SCL, i had to take TAM to ASU.
and of course, when i got to ASU, no luggage.

yup... they were still stuck in LA.


I hate. I HATE LAN. How did one world accept this piece of trash airline? Oh that's right... monopoly in S. America (western part). Still. terrible quality.

(1) The USA has no official language.
(2) Every ground personnel I've ever dealt with @ LAX speaks English. You seem to have had a different experience.
(3) The order of compensation, then routing, then luggage, in order of importance, is interesting, but just my observation.
(4) I am sorry you had what appeared to be a horrible experience.

Sorry for you for bad experience as well, I had a cancelled flight on a NA carrier recently and it wasn't nice, but it is nice to learn something from every post... AA LAX-MIA, AA MIA-SCL, TAM SCL-ASU has allowable interlining of baggage all the way to ASU, no customs pickup in SCL. Nice to know.

Now only if we could convince the USA no need for baggage pickup at LAX for KE ICN-LAX-SCL to match what is apparently possible in SA.

I suppose your language problems only got worse? Your stop at MIA, a USA airport where Spanish is the first language (I always smile when I follow signs to the “baños” and see “caballero”).

And then I suppose even worse again in ASU, where the country language is Spanish, trying to get information in English about your delayed bags?

First off, I get it. Lan basically controls western part of S. America. It's close to monopoly, and they can give middle finger to anyone who complains. But seriously. Sometimes, i think they have taken it too far.

I was flying from ICN to LAX on KE, and then to connect to SCL via LAN.

At LAX, the plane got delayed an hour. another one, and another one, until it got cancelled. I wasn't too happy about it, because it was my first time taking LAN, and I did get some advice that LAN delays all the time, but it happens.

I went to LAN counter in LAX (USA! FOR CHRISTSAKE!), and LAN counter had ZERO person who spoke english. I am not kidding. Each time i try to ask them a question about compensation, what they are going to do to get me to SCL, and what about my luggage, they asked me if i spoke Spanish, which i don't.

and each time, they just waved me off and shrugged, until i had to get someone to help me translate from the passenger side. like really? The official language of US is English, and LAN couldn't even get a single person who spoke English??

What made things worse was LAN promised to ensure my luggage will come with me to SCL, as they changed my flight.
They put me on LAX to MIA (!!!!) then to SCL on AA flight.

My final destination was ASU, so once i got to SCL, i had to take TAM to ASU.
and of course, when i got to ASU, no luggage.

yup... they were still stuck in LA.


I hate. I HATE LAN. How did one world accept this piece of trash airline? Oh that's right... monopoly in S. America (western part). Still. terrible quality.

LAN customer service can indeed be terrible at times. However, as you stated, LAN has a monopoly on many routes and this isn't an area of priority for an airline that already considers itself the best among underachievers. Customer service at TAM is far worse (unless you are flying F). In the future, you may want to consider AV, which has friendly staff for the most part, but will most likely require an extra connection in BOG.

(1) The USA has no official language.
(2) Every ground personnel I've ever dealt with @ LAX speaks English. You seem to have had a different experience.
(3) The order of compensation, then routing, then luggage, in order of importance, is interesting, but just my observation.
(4) I am sorry you had what appeared to be a horrible experience.


1) ok its true there isn't official language, but now that you mention it, i hope there is one (only because i dont speak spanish. I should learn it though)

2)before this experience, every ground personnel i've dealt with @ lax spoke english. first time ever (first time ever flying lan)

3) comp- route-lug order only applies because 1) now that i am in ASU, i can complain about routing but i am here at least. 2) my bag arrived 2 days later, and i had to suffer with wahtever i was wearing for 2 days, but they are here at least . 3) which means comp is only thing that i can ask for now that i am here.

4)thanks. it was a rant.

Sorry for you for bad experience as well, I had a cancelled flight on a NA carrier recently and it wasn't nice, but it is nice to learn something from every post... AA LAX-MIA, AA MIA-SCL, TAM SCL-ASU has allowable interlining of baggage all the way to ASU, no customs pickup in SCL. Nice to know.

Now only if we could convince the USA no need for baggage pickup at LAX for KE ICN-LAX-SCL to match what is apparently possible in SA.

I suppose your language problems only got worse? Your stop at MIA, a USA airport where Spanish is the first language (I always smile when I follow signs to the “baños” and see “caballero”).

And then I suppose even worse again in ASU, where the country language is Spanish, trying to get information in English about your delayed bags?



Since they put me on AA flight from LAX to MIA, and MIA to SCL, i had no trouble (even at MIA airport with great latin population) speaking english to AA reps. It was LAN reps in LAX that caught me by surprise.

and of course, things did get worse in SCL. I tried to ask questions about my luggage there, and they asked me if i spoke spanish, and when they realized i didn't, they just waved me off.

time to learn a new language.. lol

LAN customer service can indeed be terrible at times. However, as you stated, LAN has a monopoly on many routes and this isn't an area of priority for an airline that already considers itself the best among underachievers. Customer service at TAM is far worse (unless you are flying F). In the future, you may want to consider AV, which has friendly staff for the most part, but will most likely require an extra connection in BOG.


I learned that in S.A. you just gotta be patient, and not get frustrated. TAM wasn't so bad, even at small airports like IGU. Yes, this is isolated incident, and i don't fly LAN enough to make proper judgement, but first impression tends to last long time i guess.

and finally, i know Skyteam woudl love to jump on either TAM or LAN, if things go sour between their alliances. There just isn't enough competition in SA to warrant good quality.


don't get me started about Aerosur. sheesh.

Welcome to the wonderful world of the LAN ground staff. I've had a few discussions with some of them and virtually all of the frontline people speak decent english. The "no habla inglis" has been known to appear when they decide that there is a problem (attitude) they just don't want to deal with. I've seen the same thing happen in the former Soviet Union, Japan, Philippines, Hong Kong (former British colony) and even in the good old USA (MIA, LAX and JFK come to mind.) Hopefully things will get better for your return trip. Also if you decide to complain to the head office you'll find out just how annoying things can get, even a gripe to the elite service unit can take weeks to hear anything and if you talk to somebody they end up having to talk to the back office to do almost anything.

OP did you get reunited with your bags yet?

OP did you get reunited with your bags yet?

Read message 5.

Read message 5.

Ah thanks! Didnt turn out too bad for the OP then after all

Ah thanks! Didnt turn out too bad for the OP then after all

It did work out, didn't it. I appreciate it was a rant, but, really, a plane went IRROPS, they delayed while assessing the situation, then cancelled the flight. This is daily occurrence in the airline industry. If that is the definition of a “trash airline”, then all airlines are trash.

LAN re-booked him on OneWorld partner and got him to SCL to make his connection! Sounds pretty good to me, hardly the action of a “trash airline”, quite the opposite really, don't ya think?

Yup, in the mess the bags get delayed. This is a daily occurrence in the airline industry. I do not like it when it happens either, but if that is the definition of a “trash airline”, then all airlines are trash.

Only remaining issue was Spanish at LAX, where they do actually speak several languages... depending on the customer. ;)

To conclude with “hate”, “piece of trash airline”, “terrible quality” is a bit out there and unnecessary IMHO.

It did work out, didn't it. I appreciate it was a rant, but, really, a plane went IRROPS, they delayed while assessing the situation, then cancelled the flight. This is daily occurrence in the airline industry. If that is the definition of a “trash airline”, then all airlines are trash.

LAN re-booked him on OneWorld partner and got him to SCL to make his connection! Sounds pretty good to me, hardly the action of a “trash airline”, quite the opposite really, don't ya think?

Yup, in the mess the bags get delayed. This is a daily occurrence in the airline industry. I do not like it when it happens either, but if that is the definition of a “trash airline”, then all airlines are trash.

Only remaining issue was Spanish at LAX, where they do actually speak several languages... depending on the customer. ;)

To conclude with “hate”, “piece of trash airline”, “terrible quality” is a bit out there and unnecessary IMHO.


Maybe I have been too spoiled by top notch airlines, such as KE, OZ, and TG... but at least i expected ground agents to be courteous toward agitated customers. (i wasn't shouting at them btw, i was just merely asking).

what got me upset was they assured me that my bag will follow me to MIA, SCL , and finally to ASU.

I had important materials in there that was time sensitive (yes, i regret checking it, instead of carrying it on, but they were heavy), i believed their assurance.

Finally, yes stuff like this happens daily, but during this trip, i also took LAN from BOG to LIM, LIM to IGU, and hey guess what. they were each delayed for 3-5 hrs.

so that's 0 for 3. maybe i am unlucky?

and if you want to claim that this is norm, then why bother improving quality? I'd prefer LAN to look up at those guys who are considered elite, and follow their examples, rather than merely shrug their shoulder and say sh*t happens.

... but at least i expected ground agents to be courteous toward agitated customers.

so that's 0 for 3. maybe i am unlucky?

Unfortunately LAN ground service is well-known for being poor. Rarely have I been very impressed (with the exception of LIM), even in the lounges.

I am tempted to mark this up as VERY unlucky. I've been flying LAN at least 25 times a year for the last three years and I have rarely had an experience like yours. Yes, I've had delays, and changes in equipment resulting in the elimination of my ticketed cabin (Business and Prem. Econ), but nothing beyond what I have experienced with other airlines. I'd be a little put-off if I had your experiences with my first three flights on an airline, too, but I encourage you to keep an open mind for upcoming flights.

zpaul,

One thing I'm beginning to wonder is if one's address as listed in the record locator or FF program may influence how one is treated by LAN in a problem situation. Do Chile-based persons (due to LAN headquarters location and Chile originating itins being subject to Chile consumer laws) get the extra effort on the part of LAN employees as compared to those with outside of Chile addresses or originating itins?

Pure speculation and shooting the breeze here of course.

zpaul,
Pure speculation and shooting the breeze here of course.

In the same vein, shooting the breeze, I wonder if it is their location more than yours? I do not seem to have the problems some people mention, with more flights even than zpaul, but I am flying Peru a lot. And no difference status vs no status, always treated well. Could it be that JFK is better than LAX? LIM is better than BUE? Flight crew and ground crew better, and better trained, in some countries than others?

Small print: LANPASS is non-disciminatory, they treat us all badly.

Small print: LANPASS is non-disciminatory, they treat us all badly.


lol..

On the other note, I have 2 more LAN flights coming up. Bue As to SCL, and SCL to LIM.


I hope i hit at least .400 for this trip. Would i stop taking LAN even if go 0-5? I have no choice if i want to fly around western part of S. America i guess.

This thread caught my interest because I too have had a few "hiccups" with LAN, especially on my first trip with them. However, my view of them has improved significantly.

Having dealt with unpleasant ground crew in JFK and having been on a few delayed and overbooked LAN flights, I can relate to the frustration.

First of all, if something goes wrong, report it when your trip is finished through their website. From my experience, and perhaps this is just a hunch, it does seem like someone, somewhere in LAN actually listens. It is worth reporting when something specific goes wrong and the only way LAN is going to get better is if we point out our (reasonable) concerns to them.

Secondly, their U.S. ground crew does tend to be unpleasant. I've dealt with some very unpleasant crew in JFK (and my husband and I speak Spanish, no less - it doesn't matter the language, they still are not friendly). I do wish that LAN would at least try to give a few tips to their ground staff on how to be slightly more pleasant, especially when other U.S. airlines seem to have put some effort towards making their ground staff be more pleasant in recent years.

In issues such as baggage or missed flights/connections, I find that staying calm, cordial and firm (no matter what language you're trying to communicate in) is the best way to get anywhere with LAN airport personnel. (This is also a cultural thing in South America. Most people remain pretty calm, no matter how upset they might be.) You will get somewhere, eventually.

With that said, I find that most of their FA are actually very pleasant and reasonable. Whereas many American airlines have FA that bark at pax like they are misbehaving schoolchildren on a field trip, LAN FA tend to be courteous, professional and businesslike, which I really appreciate and I believe elevates the overall flying experience. I've noted they are especially nice to mothers travelling with small children. Also, I have been on many domestic flights and the FA even on the domestic flights speak at least some English! Usually when I try to speak in my very less than perfect Spanish to them, they will be more than happy to switch to English for me.

Finally, I think there's something to be said for the cleanliness of the LAN aircraft, the fact that most flights are quite on schedule, and the fact that you'll get chocolate.

I flew SCL to EZE a few months ago and although the plane was delayed by about 45 minutes (it was late arriving due to weather conditions in EZE) they were quick about turning it around and boarding so the delay didn't end up being significant.

Generally I will say that I have seen improvements in only the last year or so that I've been traveling them, and to anyone thinking of flying LAN in the near future, I would suggest not to despair; there are some very good aspects to flying LAN that balance out a couple of their flaws.

zpaul,

One thing I'm beginning to wonder is if one's address as listed in the record locator or FF program may influence how one is treated by LAN in a problem situation. Do Chile-based persons (due to LAN headquarters location and Chile originating itins being subject to Chile consumer laws) get the extra effort on the part of LAN employees as compared to those with outside of Chile addresses or originating itins?

Pure speculation and shooting the breeze here of course.

That's an interesting thought, but I don't think so. The best ground service I have ever received from LAN was at LIM, not SCL or any other airport in Chile, and I've had horrible ground service in most places when it has been needed. I can go off on cultural stereotypes that do turn out to be mostly true which probably affect LAN's ability to recognize good service, let alone provide it, but I'll leave that for OMNI. There are plenty of Chile-based flyers who complain about the service, as well, so I think we are all equal in LAN's eyes.

Sunrider101...so so sorry you had a difficult time with LAN....I have flown them several times and have had a few problems....but nothing to the extent that you experienced. One has to remember that the Latin culture is quite kind and gentle....but that can also translate to being a bit stubborn when they detect a bit of hostility and/or aggressiveness...This is not to say you approached them that way.....But I have learned over the years...to smile...make a joke...and usually all of the times my problem are solved. Once I was on a cancelled flight, and LAN put all passengers up at a hotel with meals, transfers, and even paid the Chilean visa charge of over USD200...which surprised even me. I used to work for an International Airline....27 years.....I now no longer get airline discounts......But I witnessed many times flight interruptions over the many years.......Try the smile approach, remember, the counter agents hear nothing but screaming, complaining South Americans....when they are approached very kindly.....trust me the results can be utterly fabulous.....

Sunrider101...so so sorry you had a difficult time with LAN..

Welcome to flyertalk, michal1027!

Sunrider101...so so sorry you had a difficult time with LAN....I have flown them several times and have had a few problems....but nothing to the extent that you experienced. One has to remember that the Latin culture is quite kind and gentle....but that can also translate to being a bit stubborn when they detect a bit of hostility and/or aggressiveness...This is not to say you approached them that way.....But I have learned over the years...to smile...make a joke...and usually all of the times my problem are solved. Once I was on a cancelled flight, and LAN put all passengers up at a hotel with meals, transfers, and even paid the Chilean visa charge of over USD200...which surprised even me. I used to work for an International Airline....27 years.....I now no longer get airline discounts......But I witnessed many times flight interruptions over the many years.......Try the smile approach, remember, the counter agents hear nothing but screaming, complaining South Americans....when they are approached very kindly.....trust me the results can be utterly fabulous.....


Excellent post. While i do hope cultural tendency has nothing to do with planes getting frequently delayed or cancelled (warm climate people tend to be more mellow, laid back, which negatively means not as uptight on scheduling), but should bad things happen again, i will take your advice and try to be extra kind and humorous to agents.


cheers!

Delayed Luggage Rant.

Flew SCL-EZE-MIA - overnight - DCA.

Bag does not come off belt at MIA - 17 Feb
Place report with AA - 17 Feb
No information in AA system.
Call AA - 19 Feb.
Bag located but placed on LA flight when there were three AA flights.
Check LA schedule. Flight they are using delayed 18 hours!
AA tries calling LAN Buenos Aires - no answer.

Yes, good that bag has been located. Bad - in no way is this expeditious forwarding. Since no ETA for receiving bag at final destination.

Delayed Luggage Rant.

Flew SCL-EZE-MIA - overnight - DCA.

Bag does not come off belt at MIA - 17 Feb
Place report with AA - 17 Feb
No information in AA system.
Call AA - 19 Feb.
Bag located but placed on LA flight when there were three AA flights.
Check LA schedule. Flight they are using delayed 18 hours!
AA tries calling LAN Buenos Aires - no answer.

Yes, good that bag has been located. Bad - in no way is this expeditious forwarding. Since no ETA for receiving bag at final destination.


I think the word "indifference" or " worn-out" or "got used-to" is how i used to view ppl who came to defend LAN's policy/behavior. well, i can certainly understand why.

after going 0-5 in what i consider decent quality of service/care from LAN, by 4th one, i just got so used to it, i start going eh, what the heck.


only after taking american airline from lima to miami, did my sense come back to life.


my 4th (0 for 4) was from Buenos Aires to Santiago, Chile.

went to airport 2 and half hr before flight. they had close to 8 checkin counters open (including the luggage dropoff), each agent took close to baout 25-30 min handling one customer. i don't want to blame it all on the incompentency of agent. maybe they had recently upgraded their server? and they were struggling through ? who knows.

what i know is they were extremely rude, and went on angry tirade at ppl waiting, telling us to shut up and just wait. wow. haven't had that before.
luckily, one of the passenger (later found out) was route manager for LAN ,and he was upset at his own company's behavior (maybe we see improvement from now on?)

well i got my ticket when i heard "final boarding call". great, i stood in that line for 2 hrs. good job LAN.


finally, another minor (not THAT bad but seriously?) issue in santiago. at least ppl were more competent here than in BA, but... they had no idea BWI (baltimore) was a city in US. which was fine, but despite my explanation, they went through 15-20 min search, finding exact location of BWI, and their server didn't show it, and as such they couldn't tag my luggage all the way through. since BWI isn't new york, i can understand, but still not happy.

Baltimore, that's funny... I do not use the LIM-JFK direct because it arrives too late for my connections. So I route thru MIA and the lan.com search consistently offers me a Baltimore routing, so lan.com certainly knows it. But I have had trouble getting luggage tagged anywhere past my entry point to USA, maybe that was the problem.

Reminds me last time thru MIA without tags. Very early arrival, went to UA counter where no line and 2 agents talking trashing the behavior of a third. Waited to see which one would help me, neither, so went to counter to get assistance. Without stopping her rant about the other employee, she just held out her hand for my papers, looked at them, then said "you have to pay for your second bag." So I loaded the contents second bag into the first, while she gave me impatient looks, even tho no other customers present, and said "you should have had them tag your bags thru!". Since I had left plenty of time for the cnx, I asked if there was an earlier flight for me? "No" as she went closer to the other guy continue their rant.
Your experience may vary.

In SCL I had no problem getting an agent to tag my bag on jetblue to SFO, just asked, and it did take some time...

Just sharing my experience on this. I've flown LAN and AA for many years between COR, MDZ, and EZE and cities in the US. I never had issues tagging my luggage to final destination which pretty much all the times involves at least one connection with AA. As far as I understand, as long as your itinerary is in a single ticket, and the segments are on AA or LAN, there is no issue at all in tagging it to final destination and also getting your boarding passes when you check-in for your first flight.

Also, the other way around, AS agent didn't know for sure what of all santiagos in the world was SCL and of course, tagged my bag further down to KNA (I'll let that one for you guys to figure out!)