I agree entirely that LAN is a first rate airline - From check-in onwards. However, the ticketing agents & customer services agents appear to be consistently rude and unhelpful.
Recently, I re-ticketed a DONE5 with BA - as LAN refused to re-issue the ticket because it was originally purchased with BA in CAI. Seemed strange especially given that the next 4 segments were with LAN and I only had 7 left.
Phoned BA customer services in London whilst I was in Santiago and arranged via the phone the new routing and confirmed the costs. BA said they could not take payment over the phone, but everything was on the system including a final sentance in capital letters asking LAN to re-issue the ticket and collect payment for the change fee & additional taxes.
LAN refused to re-issue - again, and suddenly the agent was 'unable' to understand english despite holding a perfectly coherent conversation with me prior to me calling BA, I tried explaining to her again - politely, explaining I was trying to catch a flight to IPC in 2 hours time, the ticket just needed to be re-issued and that I had cash in my hand to cover the costs. She said her supervisor would be able to help - But she wasn't due to start her shift until 9am - 15mins prior to the departure to IPC.
I waited, and asked for them to contact BA or the LAN head office to see if there was anything that could be done. Nada.
Eventually I was told the only way to re-issue the ticket was to take a taxi to the BA office downtown which I did and had the ticket re-issued within 10mins. The BA agent even showed me the notes on the system explicitly requesting LAN to re-issue and take payment.
Disapointed & frustrated doesn't even to begin to describe how I felt. In stark contrast LAN's new business class is superior to any Oneworld partner's hard product (admittedly i've not flown AY,AA or IB in intl Business Class). Food was good, but seemed to have the same menu's for every flight and the service was a little reactive but if you wanted anything the crew were extremely responsive.