Dealing with LAN
 

Because there wasn't a LAN Pass, forum, I wasn't sure where this should be posted. I've been a long time reader of flyertalk and rarely post but was wondering if others have had similar experiences.

About a month ago, I called LAN to see how many miles I needed for a flight from HKG-PVG on CX for four people. Because I didn't have access to the internet at the time, I had to ask over the telephone the distance between the two places because LAN is a distance based award chart. The representative told me I would need to redeem 48,000 kms roundtrip for four people. I called Starwood and transferred 20,000 points which converted into 50,000 LAN kms. About two weeks later, the points credited and I called up LAN to make the reservation. I spoke with the same reservationist I had spoken with before and began to make the reservation, being quoted the same 48,000 kms for 4 people. I gave her my phone number in case we got disconnected and started to make my reservation. After 37 minutes on the phone, after my flights were chosen and passenger names were entered, my call abruptly ended. I received no phone call back from the representative within a couple hours so I called back. I spoke with the same representative who claims she misquoted and the actual amount of kms I need is 80,000 for the trip. She then went on to say that she is not responsible for the misquote because my reservation was not complete and the call "happened to get disconnected." So, I asked to speak with a supervisor to sort out the discrepancy. She refused to transfer me to a supervisor and when I asked for her representative id, I was disconnected again. Because my flight is in two weeks and it takes a minimum of two weeks for the Starwood points to be transferred into the account, I needed to somehow expedite 30,000 more kms into the account. I called Starwood and spoke with a supervisor who said she would be glad to call LAN to try to work out the issue. When she spoke with LAN, they claimed they did not know who Starwood was and that the Starwood Supervisor could not speak with a LAN supervisor. When the Starwood supervisor asked for the LAN agent's name, the agent hung up. The Starwood supervisor then called one more time and the same thing happened. Now, I need to figure out how to get these 30,000 kms into my LAN account for a trip in two weeks. Has anybody else dealt with LAN in the past and had similar experiences? They seem very unprofessional and almost impossible to deal with, but they are the cheapest way to get from Hong Kong to Shanghai.

I'm hoping you'll get some response to this in the Other North & South America Frequent Flyer Programs forum, where I'm moving it. Fingers crossed that things work out.

-Mod.

Unfortunately I can offer nothing more than sympathy and empathy for your situation. Poor service on the ground from LAN is a well-documented reality here (with the exception of Lima, apparently).

In one of the threads someone posted the name of a manager in customer service with contact details, but my quick search wasn't very successful. If you have the time to do some digging here it might pay off.

Good luck, Gberg, and welcome to the generally crappy ground service that is LAN today. I hope someone has better info to post...!

Well, first, sorry for you. Second, what LAN number are you calling? Third, do you now know what the correct KMs are on the charts?

Edit: Checked the charts... looks like 10000 in turista (distance 1254?), if so, 80K rtn for 4 is the correct redemption charge so you will be stuck with that... no matter what they said before, no matter if you heard it from the President himself, LAN staff ALWAYS go by the book (and hide behind the book, no matter how many bads occur before).

Do not necessarily jump to the conclusion the agent cut you off, some LAN lines are notoriously unstable and do regularly cut off (as you seem to know, by giving your number to them at the start of the call). What numbers have you tried?

Hmmm. No use trying to fight to get it at 48k, likely a waste of time, you will not easily find someone at LAN willing to say they made a mistake let alone offer compensation.

Solutions? Can you expedite the Starwoods transfer somehow? Buy the missing KMs?

the worst LAN customer service nightmares I've yet to hear of just came out of LIM this week. Maybe someone will tell the story.

Unfortunately, there isn't a dedicated LAN forum here.

As to the OP, your initial transaction would have never completed, even if you weren't cut off, if you did not have enough kms for the published award.

I am afraid they are a comedy show on the ground. No logic. No lateral thinking. I dont agree that they do everything by the book. I was refused entry to the lounge in Lima as I was travelling on my Lan Pass No using an upgrade despite being an Executive Platinum. Their fares dept often get the rules wrong on the RTW tickets. Never get a ticket reissued there.

80k is the correct amount for the tickets. I am not surprised you couldn't believe your ears when you heard 48.

I just called the standard number, 1(866) 435-9526 and I pressed option 5. In the past, calls have cut off with them and they have never called back, even when I give them a call back number. Also, I'm fine paying the 80kms for 4 seats, it's just that Starwood can't expedite to international airlines and I'm short the kilometers in my LAN account. Even when a Starwood supervisor called LAN to try to work with a supervisor at LAN, the Starwood supervisor's call was disconnected by an agent at LAN when the Starwood supervisor asked for the LAN agent's name when she refused to connect the Starwood supervisor to a LAN supervisor. Hopefully, the points will credit in exactly or just under two weeks and the seats will still be available.

Oh, yeah, they make lots of mistakes. Maybe I wasn't clear enough. If a front line LAN agent puts a finger on a rule, they will not budge... even if it is the wrong rule, a rule being inappropriately applied, illogical, anti-situational, or against common sense. They fear reprimand and are generally under-trained and inexperienced. If they can point to a rule, their behind is covered for the file and that is what matters. Supervisors are better.

Oh, yeah, they make lots of mistakes and for me pretty much sure that, on the balance, I have benefited more, way way more, because of these mistakes. I may lose a battle or two, be frustrated at their ground service, but knowing this ineptitude and inexperience is the reason I benefit (and sometimes big time) gives me patience. ;):D

I'll cross my fingers for you that they post quickly and all works out for you.