Lan Chile

We had purchased a round trip ticket to visit Chile for 3 months (we do each year). On return trip, there was no problem until the change of planes in Lima. The 2nd check-in Lan employee decided they did not like my paperwork. They denied access to continue the trip home. They said I could not get on a plane, and my only option was to leave the airport with luggage in a country never visited at 24:00 on Friday night on a major holiday weekend. And they told me to find the US Embassy which was described as being far away, all while carrying my luggage. That was not a realistic option. I requested they allow me to call my husband in the US or my sister in Chile. They refused to do that. They claimed they had no telephones.

After I complained a lot that I will not leave the airport in a foreign country, the option to be sent back to Chile was given. I then had to wait at the airport until 8:00 am to return to Chile. My husband was not notified in any way by Lan Airlines of any of these issues. He repeatedly called the Lan phone number. They said I arrived in Los Angeles 3 hours prior to him calling, saying no wife at the airport at 10:00 am. Even late that night, Lan employees at their customer support department were unaware that Lidia ** had not arrived in Los Angeles.

I would also like to state that my luggage was searched through. All gels, lotions, soaps, and makeup containers were opened with the lids left off, making contents leak out onto my cloths. One of the wheels of my suitcase was also broken. I view this entire incident as an attack upon me because I am of Hispanic origin. Currently, I am stuck in Chile, South America with no way back due to this company's actions.

Take notice that Lan, operating within Peru, has a two-tier price policy. A foreigner or "extranjero" pay 2/3 more than a Peruvian. For example, a two way flight from Lima to Cusco will cost a Peruvian $117 while a tourist will pay $419. This is like Peter robbing Paul to give Juan a price break. This is the only international airline that I know that practices this discriminatory and biased tariff. Avoid Lan while traveling within Peru. Look for Star Peru or Taca airlines that have a one price for all policy.

Flying nightmare from the remotest inhabited island in the world with a broken leg. Lan Chile and American Airline service is going from bad to worse while flying back home from Easter Island to New York. On a recent trip to Easter Island to photograph the total eclipse of the sun for WorldTimeZone.com, I fell and broke my ankle. I am grateful to the people of Easter Island and other eclipse attendees for their assistance during my stay, which enabled me to stay on to photograph the event. However, the airline service I received on both LAN Chile and American Airlines (a code share flight with LAN Chile), 9 days after being injured, fell short.

Seven days in advance of my return flights (Easter Island-Santiago-Miami-Newark), I presented medical papers (in Spanish) to the LAN Chile office on Easter Island, which stated that I was to keep my ankle elevated for the duration of 5 hours, then connecting 9-hour flights. (I later learned that this was to avoid a serious blot clot condition called deep vein thrombosis). They said that they had made a note in the passenger record that I would need assistance.

On the day of travel, when I asked the gate operations people about an opportunity for a courtesy seat change to a business class seat, they said that I would need to ask the flight crew when I boarded the plane. LAN Chile ground crew did move my seats around in the economy section of the 5-hour flight from Easter Island to Santiago. However, what was amazing to me is that two entire business class sections of the Airbus A 340 were completely empty.

When I explained to the flight crew my condition (which was clearly visible) and asked if I could just sit in the empty section (I did not want business class meals or service) so that I could keep my leg elevated, I was told that I needed to have arranged that with the gate/ground operations people in advance. So, each service area was pointing to the other and no one had responsibility for this. Instead, I had to elevate my foot on the wall of the bulkhead in front of me. When I expressed my concern about the connecting 9-hour flight, one flight attendant said that they would check ahead with American Airlines to make arrangements. From my connecting experience, that did not happen and the ball was dropped.

Things got worse on the connecting 9-hour flight from Santiago to Miami on American Airlines. On American, after asking, I did learn that there was a single open business class seat on the 767 aircraft and asked the flight crew about the possibility of a courtesy move. After this conversation, the Santiago-based cabin crew did everything to avoid eye contact. American Airlines gate did move me within the economy section seating me at the bulkhead on the aisle. Due to the 2-3-2 configuration of the economy seats, this time, my affected ankle was in the aisle, on a corner, directly in the way of in-flight service cart, flight attendants, or any wandering passenger. The fact that this was a night flight and the lights would be dimmed made this seat location of even more concern to me.

So, seated with my crutches between my legs, not a single AA flight attendant in the economy and business section cared to notice my situation or condition. I had to ask 3 or 4 different flight attendants for help and nothing happened. When I asked again (5th flight attendant) if I could move to an empty business class seat (without service) to elevate my leg for a while, he told me that flight purser suggested that I would have to pay the difference for the class of service change. I had already paid close to $3,000.00 for this itinerary.

When I pressed the flight attendant call button, it took 20 minutes for a crew member to talk with me and only after I had to stop her passing in the aisle. When I asked her if they did not hear the call bell or see the light above me, she said that they were busy and did not notice it. It was only when asked to speak directly with the flight purser, that anyone took notice. The flight purser came to speak with me after being in the air for two hours. When I again asked if I could move to an empty business class seat to elevate my leg for a while, she then arranged for me to move to an emergency exit row which did have more leg room but no way to elevate the leg.

So, with my apologies to the passenger in the row ahead of mine, I had to place my old-fashioned plaster cast from Easter Island on the top of the seat in front of me. Additionally, they took my crutches somewhere else in the cabin so I never knew where to find it. Because I did not want to "disturb" the flight crew, I felt like a prisoner in this inhospitable cabin, afraid to even ask for water or any other assistance.

In all, the return flights were an exercise in frustration and poor service. Understandably, the airlines are trying to make money but there should be some allowances for passengers who are injured while away from home and are trying to return. After all, the seats were empty anyhow and no one was asking for a seat to be given up. Passengers are not asking for special assistance because they want a free ride in business class, they are trying to avoid further personal injury, limit the disruption of service to other passengers, and get home in one piece.

My wife and I arrived at Santiago but our luggage did not. As we had a connecting flight straight to Easter Island we were told the luggage would be there next day and were given US$70 each to cover expenses. The luggage did not turn up the next day so we spent 4 days on Easter Island trying to track the luggage down with the LAN staff at the Airport and local office unwilling to provide any real assistance. We bought minimal items (3 tshirts, 2 shorts, 1 hat, 1 swimmers, 2 sandles and bathroom items) to cover the period but with Easter Island being so expensive, these cost a total of US$261, so we are now US$121 out of pocket and LAN is making no effort to refund this.

We finally found our luggage when we returned to Santiago airport on 16 Feb. The luggage was damaged and numerous items were missing, this was reported immediately to the LAN luggage staff who made notes to this effect on their system. The total value of the items damaged/missing from both of our packs was US$1500.

Since then we have contacted LAN over 19 times and only had a small number of responses. On one occasion they offered a total of $140 and on the next $300. As they comply with the Montreal Convention their liability extends well over the amount claimed, yet they seem unwilling to pay or give any reason why they won't.

Communications from LAN have been extremely poor and despite numerous follow up emails, I have heard nothing back from them since 28 April. Their customer service team has escalated the issue to "Central Baggage" and I have a direct email address for a contact there, however she seems unwilling to acknowledge my correspondence, advise what action is being taken or provide me with any other contact person who can assist.

Without luggage for four days in Easter Island, wasted time shopping for clothes, wasn't able to do long walks as no decent footwear, wasted time visiting airport every day and LAN office serveral times. Wife and I very worried the complete loss of luggage could have a massive impact on the next two months of travelling. Still not had a full refund from LAN for items bought. When luggage turned up damaged and with items missing, had to make do without good quality hiking clothes and other items for the rest of trip. Security concerns as luggage unable to be locked for the next 2 months of travelling due to damage to zips. Have since wasted many hours trying to get LAN to pay.

I regularly fly back and forth from Argentina to Chile, usually flying between Mendoza and Santiago. Having flown to Argentina on a return ticket I was unable, for work reasons, to use the return to Chile. I thus lost my next flight frm Chile to Argentina and finally decided to use the return part of that second ticket to get back to Chile. When I arrived at the airport I was informed that failing to use the first leg of the flight constituted a failure to comply with the terms of the ticket and that I would not be allowd to board the plane unless I purchased another ticket. I was annoyed and a heated debate ensued. My point of view is that I am the only one who lost out because of not being able to use tickets that I had payed for and that I should be able to fly. I was showed the small print on the back of the ticket that specifically precludes using the return portion of the ticket if the outward portion is not used. I was offered another ticket which cost in excess of US$400. I declined and told my tormentors that I would walk to Chile rather than put another cent in tehe pockets of this company. SInce tis experienceI have heard other peoples complaints aout similar problems, one on this website, aNother from a work mate who was attacked in the airport and had his wallet stolen just after being given his boarding pass. The Lan Chile people refused to give him another boarding pass and charged him US500 for a replacement ticket. He had to comply because he was in the middle of his journey.

I was returning home from Lima, Peru to JFK New York. I got to the airport an hour before my flight took off and they closed the check-in service. They told me its whether I pay $306 before 12 o'clock that night to leave the next day or $1,000 to leave in October. I don't understand why they would give someone else my seat when I bought my ticket 7 months ago. I felt like it was wrong of them to do so. If it would of said that on the regulations I would of got to the airport as soon as possible.

I spoke to the company and they kept giving me different answers like, they don't give out that information then next day another person said they do give out that information about closing an hour before the flight takes off when you buy your ticket. Which is also a lie because it didn't say that anywhere. If you can please help me out cause I'm very upset with the situation. I even tried calling the lady who was looking through the case and twice they told me she wasn't at her desk and I even left a message and nothing. Please help me out, thank you.

However I did not book the flight until confirming it with my wife.

A few days later, I went in as a US resident and got quoted a price of $853.76. Needless to say I went back into these websites as both US and Peruvian resident several times to reconfirm what had just happened. Still in shock and seeing it all in front of my eyes, I contacted customer service and they are telling me I need to book from whatever country I reside in no matter how different the prices. Is this fair that because of where we reside I should be charged more than someone else. I would be taking the flight from exactly the same place as a Peruvian national.I just dont think this is fair. I wonder how many US residents have NOT looked into this.

I was notified that LAN Chile would not honor that promotion.

My sons are doing volunteer work in Cusco,Peru this summer. They were to do a vacation in the jungles of Peru for 5 days before one of their college roommates left the country. Fifteen minutes before the flight was to leave from Cusco to Puerto Maldonado, they announced the flight was cancelled - no explanation. The next flight, which left within the hour, was full, as were the only 2 flights the next day.

Now Lan airlines claims it was weather related and won't refund the money. They missed their pre-paid vacation to the jungle. There was no rain or wind at the time, and the other airplane took off without problem. Two weeks prior after a big festival in Peru, they stranded tourists in Cusco after overbooking flights, again claiming it was weather while other planes took off and landed, keeping these travelers' money as well. Beware LAN airlines

LOst a vacation that was planned for months, took typhoid vaccine and malaria vaccine unnecessarily, and cut a trek to Machu PIcchu short in order to travel back in time during a national strike so as not to miss this flight!