LAN Airlines Review

Overall Rating

There horrible customer service ruined anything good that the company may have done in the past.

Horrible customer Service. They treat their customers with an utter lack of respect. Read about my experience below.

Don't fly with Lan Airlines to Peru or within Peru because if anything happens you will be messed around by their customer service department. Here's what happened to me:

I bought a ticket to fly with LanPeru from Lima to Iquitos on July 6 at 5:30 a.m.. I went to the airport, went through security, checked my bags and was waiting for the flight to depart when the flight attendant announced that all flights to Iquitos were canceled until the next day. I couldn't fly the next day because I had a reservation for a two-day stay and there was no point in going for only one day.

I went that same day, July 6, to the Main Lan office in Miraflores and the service representative there gave me a hard copy of my ticket and said I would be able to credit the amount I paid for the ticket towards a new flight on another route, and the only thing I needed was my ticket.

Now, I'm trying to use that credit towards a new flight from Lima to Cusco. I called their 1-866 number (a.k.a Miami office) today and they refuse to make the change saying that they can't do anything because day-long delay was out of their control.

I spoke to two customer service representatives and a supervisor (who didn't speak any English even though this is the only number you can call in the U.S.) who all said that I was lied to by the Lan office in Peru.

So who's right? The main office in Peru--the country out of which the company operates-- or a branch office in Miami? I would say the Peru office.

So now I've lost $115 and have had to deal with customer service representatives that say different things depending on which country they're in, and are very rude to customers.

The representatives in the Miami office were so rude and refused to let me speak to a supervisor. They tried to tell me that I couldn't speak with the supervisor but here's what he told me to tell you. When I insisted to speak with him the second customer service representative tried to get rid of me by saying she couldn't help. After waiting for 30 minutes for the supervisor that I demanded to speak with he didn't speak English.

I think this level of service is unacceptable for a company that is operating within the United States. I would never receive this type of service from any other company operating here and could not believe the way I was treated by Lan Airlines.

My advice find another airline. If something happens you will lose your money.