I actually think how many lanpass members there are is irrelevant for customers. The number of active Amazon USA accounts is 100 million which is 25 times as many customers as there are Lanpass customers and you don't see them responding 25 times slower than LAN.

Obviously an organisation needs to have as many agents as is required to respond to their customers in a timely manner. I personally think 10 days is a bit slow. In the month that LAN has taken to sort our my LANpass account I have flown 4 times with Avianca.

I also think that atencion.premium@bo... should be looking to answer their messages much quicker, when you look at the customer service our elite American cousins get from their airlines. Setting a KPI of 10 days for your elite frequent flyers is a joke.

Lan's back office would be far less overwhelmed of course if their website wasn't such a wibbling pile of crap, and if they provided a less lamentable level of service on the ground when something goes wrong