Originally Posted by wyddfa

LAN staffer in downtown PA office initially insisted not possible to change dates on this tkt, then concedes change is possible at a hefty price (it's a LONE4) . Get distinct impression I'm causing all sorts of problems to smooth running of her day and why don't I go and jump in the Magellan Straight and drown myself a mere 500 metres from the office.

I try to be super pleasant and helpful when asking for things like date changes. "Good afternoon, I was wondering if you could possibly assist me in this matter...that's most kind of you, I really appreciate...." It goes a long way. This Rosa Klebb lookalike was not having it.

But the LAN desk at PUQ late last Saturday night couldn't have been nicer. Super helpful and as a result we have spent a pleasant day in Mediterranean sunshine here in Santiago rather than another day in chilly Chile. Next stop: AUK.

A key rule of business: a useless member of staff can cost you a fortune in lost future sales. If I hadn't had a positive subsequent experience at PUQ I'd probably be forever slagging off LAN in person and via Internet.