Originally Posted by
Bachovas
LAN is hilarious. The other I called to get my seats assigned because the website is not working.
I'm able to get assignment for 5 out of 6 flights. For the 6th one the girls tells me I can't do it now but I can go and do it online.
Como se dice facepalm en Español?
Yes, infuriating when they tell you to do exactly what you called in to tell them what you couldn't do. Been there, sadly, too often. It is because the CS staff have limited ability to give any other answer than the canned answer. Not sure if it is lack of training or actual lack of systems options.
My recent example. Called LanPass because they double charged my credit card for the same tix. Of course, the #5 LanPass phone options do not include “dispute a charge”or “talk to a real person” so after trying a few options that only returned automated answers, I called Lan in frustration explaining I've tried LanPass #5 option several times with no success, it does not give me the option I need, please connect me with someone who can resolve my double charge problem. Answer: We cannot, you need to call LanPass #5. But I did that several times! Answer: Well, that is what you have to do. Auuurgh! So is it because they cannot (systems fail) or do not know how (training fail) to solve a problem. To make it worse, I said you are telling me to call LanPass as the solution, but LanPass closed 5 minutes ago. No sir, it is open until 9 pm. Of course, it closes at 6. Auuurgh! So the level of frustration of the client is high even before finally getting a hold of someone... then if they give a non-operative canned answer... well, infuriating.
So add reasons Lan CS is frustrating: the call in telephone system is inadequate, not providing the option you might need or a none-of-the-above option, so frustrating you before you even talk to someone. When you do get someone, they give you an inadequate, or even false answer, because of lack of training or systems limitations.
BTW, the double charge for taxes on the award tix happened at the time of change-over to Sabre, so I cut them some slack there. But after 6 weeks of trying, they are still unable to refund the 10 bucks. Talk about tight financial control – no one has the power to simply do a miscellaneous refund, they are spending hours and hundreds of dollars trying to track back the problem, unsuccessfully.