Originally Posted by
Seat 1F
It's funny, this whole experience with LA trying to book award seats on a OW partner flight, reminds me of how I felt about LA when I was flying them more frequently. I lived in South America from 2002 to 2007 and flew LA alot. I was Comodoro status for 4 of the 5 years. I always felt once you were up in the air, Lan were very good. Good food (in J), good wine, generally good treatment from FA's, pretty good hard product (now excellent hard product). Their big weakness has always been how they manage things on the ground (everything from managing IRROPS to itinerary changes to how they manage the LANPASS program). Its almost like they are two diffehttp://images.ibsrv.net/ibsrv/res/src:
http://www.flyertalk.com/get/forum/i...umbsup.gifrent carriers.....the one in the air (generally very good) and the one on the ground (not so much). They seem to adopt the AR mentality when dealing with passengers on the ground......yet they have an SQ mentality when in the air. Odd.
Yes, quite true. Maybe they have cleaned up the IRROPS and itinerary changes part somewhat from before, I have recent good experiences with that, but the LanPass part is an absolute disaster, as is any customer service interaction outside the airport... that pretty much sucks big time. Too bad because the in-the-air product is so good.