EN ESPANOLThey are dishonest. They mislead you. They do not offer customer service. They do not complete what they commit.
I purchased a round-trip ticket from Medellin to Quito in July. I only flew the first leg. Their website clearly states that they will refund airport taxes for any flights not taken.
I have been to four different offices in two countries a total of 12 times. I have made multiple phone calls. I have written emails.
The Medellin office said the Manta office would help. Manta said that I could call the Refunds department, but that they would not help. In July,
Anthony Valensuela promised me $74.64 as a refund. I asked him if he needed to double check with his supervisor, Leslie. He said he was certain of the refund, and to call him if there is any issue.
I received $13.64.
Back in Quito in the office on
Orellana, Maria Alexandra Echeverria said she would resolve the issue. She called his boss Leslie. Leslie would not help. Maria Alexandra told me to email the refund team. I did so. Supposedly they respond in 72 hours. I wrote them in August. They never replied. Know what's funny? I sent them another email last night with this text. In 46 minutes LAN Chile logged onto my blog. 46 minutes. After two months of waiting for a reply. Right.
Maria Alexandra then conveniently went on vacation.
In September I returned to Quito. I asked to speak to the manager. I spoke to
Juan Carlos Barreiro. He said he would email Refunds and ask for help. I returned to the office yet again over a week later. He said they emailed him the night before... Asking for my personal information (He neglected to include my plane ticket number. Genius.)
I asked him about his power as a manager. He informed me he was not a manager after all. I was being pawned off yet again.
He promised to call or email me with his response. I agreed, and let him know that if he did not, I would create this blog. He neither called nor emailed.
I returned to the office today, October 7. The manager
Aida Morales informed me that I would not be refunded. She made plenty of excuses, and took no responsibility for customer service ignoring my emails, the office staff lying about
Juan Carlos' status as a manager, and
Juan Carlos not contacting when he said he would.
Is this blog vengeance? I do not know. But is it acceptable that a company make a promise and force their customer to literally make a dozen office visits, phone calls, etc for them to... NOT make good on their word? No.
It has been more than three months since LAN stated they would refund my funds.
Travel wisely.
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See the two comments posted below. Read the second.
Interestingly, although LAN never took the time to reply to my many (polite!) emails, they did take the time to hire Altius. The comment posted on October 27 from "." is from LAN - They pay Altius to save their image from monsters like me.
Good grief. Here's to ethics and great client service. One point for you, LAN!
(Let's see how long it takes for Altius to retract their comment...)
Within 12 hours of emailing Altius on their behavior, I received
14 hits on my site from LAN all over the world. Including offices specific to those named in the blog. I wonder how much of their money I have wasted on their salaries alone???This blog is viewed over 400 times weekly.
This specific story will be directly emailed to 1,500 people, many of whom regularly travel in South America.
(The following is intended to allow LAN customers to google LAN and find my blog. Internationals find the blog every day through Google.)
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