Originally Posted by lazy_flyer

Quite likely yes. I went to the Lan office in Lima today, which was a total waste of time. I asked three questions and received an unsatisfactory response to all three.

No, we won't look up your case to determine what has happened - deal with the credit department.

No, we are unable to create any link between your reservation and your wife's because there is an infant on the booking.

No, we are not prepared to book a domestic flight with another airline to a place that we don't fly to so that your itinerary can be all on the one ticket. You should use a travel agent for that. (Amusingly, when I asked if they could recommend someone locally, they said no to that too because none of the TA's in Lima could be trusted)

What is it about the culture of this company that makes them so customer unfriendly, with no obvious desire to change that perception?