I have wondered at the many weeks it takes to get a response from LANPASS (after that "we sent it to the back office" reply after a few days).

"There are currently over 4 millions members in Chile, Argentina, Peru, Ecuador and the United States who enjoy LANPASS benefits. Every year, over 250,000 LANPASS members fly for free."

Given the frequent need to email LANPASS, the response time for replies, maybe makes a little more sense now... they must deal with a zillion queries...

Also I suspect that queries where they are clearly wrong and responsible end up NOT getting a reply from the back office unless you persist with a follow up email.