Anonymous
map-marker Paterson, New Jersey

Cancel

Would like to know when credit is coming through. The cancellation number I received was 5322****. Thank you. James Engel
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Anonymous
map-marker Encinitas, California

Customer Service

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I apologize LAN but where did your Customer Service go?? We fly to Chile 2-3 times annually and wonder why your Customer Service Skills are non-existent anymore! Not only do your representatives at the 1(800) # Fail but the representatives you have running and managing at the Los Angeles Airport location in California are just plain RUDE!!! My had planned our trips months ahead and seems you punish your punish your first class passengers as well as economy passengers too! I called numerous times to upgrade my ticket over the phone and was told I needed to wait 48 hours prior to departure. Then when called they said I would need to do it in person at the Airport since we were paying cash or credit card. We get to the Los Angeles Airport (USA) LAN customer service stand and were in for a Surprise. We were greeted nicely but things soon took a turn for the worst! My wife is pregnant (6 months) and wanted to question about upgrading her seat for a little more room.. We were told that would be the Emergency Exit row but since she was pregnant that was not an option. We asked.. What about Business Class and we pay extra? She prompted us that it was going to be $2,000 estimated and made us feel we were waiting her time trying to get the exact amount $. She then asks (what I thought was a manager) and they pulled it up on the computer, she came back to say it was $1,595 one way, I said "Perfect" can you reserve that and look to see if we could do Round Trip? After telling us Round Trip was going to be $6,7500 we decided to go just one-way. Now because she/he didn't reserve it our price jumped $4,250 One Way. The gentlemen and the girl became to be very hostile and simply yelling at me and my wife! THIS WAS UN-CALLED FOR!!! When asked to speak to a manager (Daniel Diaz) he did not want to burden his time and didn't want to talk to us! I had to try so hard just for him to give me a business card! CUSTOMERS SHOULD NOT BE YELLED AT! I THINK YOUR CUSTOMER SERVICE NEEDS IMPROVING ON 1(800) AND AT YOUR AIRPORT STATIONS AND I WOULD NOT RECOMMEND THIS AIRLINE TO ANY OF MY FRIENDS OR FAMILY!
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Loss:
$1500
Cons:
  • Managment is very bad
  • 1800 bad customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker South San Francisco, California

Don't believe any information LAN provides

We flew LAN from Lima to Punta Arenas, Chile. There was a technical issue; therefore the flight was delayed for one day. We was issued travel voucher for $600 credit or $200 cash and was told we can redeem back in the United States. We went to the Los Angeles airport twice, still can't redeem cash. The US- based LAN don't issue cash which we were told they do. They gave us number to call, but both numbers were not working. We called the LAN office at the airport more than 10 times, never reach anyone, so we gave up. We went to the airport again to talk to someone. They told us they need to submit the paperwork to the LAN office in Florida for the cash redeem. We never receive any call update or our cash. I gave up working with them.
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Reason of review:
Not as described/ advertised
Anonymous
map-marker Athens, Attica

Not served refreshments during flight

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Lan Airlines - Not served refreshments during flight
I flew from Cuzco to Lima on April 24, 2026, at 15:05, flight LA 2074 (Seat 12K). The cabin personnel started serving soft drinks etc., but after having served 2-3 rows, they stopped after an announcement (and seat belt sign went on) that we would experience turbulence. After 1-2 minutes, the light turbulence that we shortly experienced stopped and there was no more turbulence during the rest of the flight, i.e. approximately 1 hour. Although there was no turbulence (very calm flight), the seat belt sign went off just before starting the procedure of landing, when it went on again (ha, ha, ha!). When exiting the aircraft, an air-hostess gave us the small package with snack and to my comment that the flight was excellent, with no turbulence at all, she replied "for you maybe" (they can be ironic, indeed!). Were we dealing with a scared pilot or with lazy cabin personnel?
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Reason of review:
Poor customer service

Preferred solution: explanation and apology

Anonymous
map-marker Coral Springs, Florida

Unattended minors in airport for 9 hours

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my children are minors, they flew to Brazil from Florida alone. A check in LATAM employee advised us not to pay extra, since my son is 17 and could be in charge of his 8 years old sister. They arrived in a different state and even after identified themselves as minors, TAM (LATAM) staff did not attend to them, like the brazilian law states. They arrived at destination 12 hours later without their luggages, food, drink, while parents and grandparents were not aware where they were. LATAM kept hanging up the phone on concerned parents. Total disrespect and negligence. Will see them in court!
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Cons:
  • Treatment of passengers
  • Poor customer service
  • Lack of accountability
Anonymous
map-marker East Acton, England

Short Review on August&nbs-04:00;18,&nbs-04:00;2016

To do lo que uds hacen es envolatar a la gente y sacar miles de escusas
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Anonymous
map-marker Nelson, Nelson

Impossible connections and poor handling of their mistake.

Several customers were sold a package of Lima-Madrid (LAN) then Madrid to Heathrow (Iberia). At some stage before we travelled flights were changed meaning that we were due to be at the check in gate for the 2nd flight only 5 mins after landing (a transit of at least 45 mins). At no stage before we flew or at check in were we warned about this. There was no-one to meet us off the flight to explain. A group of us pushed to the front to get off the plane first then ran very stressed for considerable time before some noticed a worker with some re-issue tickets. There was no sign, and no attempt to stop people. In fact some of us had missed this. No apology and not even any attempt to help provide service for us to rearrange things at the other end or any food or drink vouchers. really badly handled. This package was impossible but no-one had alerted us or done anything about it. A group of 10 + affected who had booked through different agents. :(
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Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

Anonymous
map-marker Elmont, New York

Lan Airlines Customer Care Review

La peor compañía en atención y en abuso de personal, mi hija viajó el 2 de agosto y querían que volviera a comprar un Ticket teniendo uno vigente
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Reason of review:
Poor customer service
Lita Uye
map-marker Santiago, Region Metropolitana

Lan Airlines Flight 2767 Review from Santiago, Region Metropolitana

This is a complaint for LAN.com My flight was from 2/24 Lima to Easter island (transfer from Sao Paulo to Santiago in chile then arrive in Easter island. LA 2767 / 24 FEB LA 761 / 24 FEB LA 841 / 25 FEB LIM / GRU / SCL / IPC ) Your staff ask us to collect our bags in santiago and recheck in for the flight to Easter island. When we collected our bags, there was one bag missing. There was one of your staff in luggage counter told me don't worry, your bag will be arrived in EasterIsland directly, trust him. Then I asked again to your staff in luggage dropping counter in Santiago, she also said that the other missing one will be delivered directly to easter island. However, when we arrived in easter island, there is no bag for me!!!! Your staff's attitude in Easter island is really really bad. She didn't look at me when she's talking and she said that someone has contacted her that my bag can only arrive the next day. She didn't give me any compensation until we said that I don't have clothes to change, then she just gave me one small bag which only contain one set of cloth, teeth brush. Then the most worst thing is that my bag didn't come for the next day!!!!! I called your customer service centre. No one can solve my problem and only ask me to wait. One guy has helped me created a case and said that there would be someone from the luggage centre to contact me. But none util now (2/27). The tracking no shown on your website is that my bag has been redelivered on 2/25 and arrived Easter island on 2/26. However I still have not received my bag now 2/27, 16:10............ No compensation, no sorry, no useful information. No one can even make a call to your counter in easter island to ask whether the bag is arrived or not. It is really ridiculous and really bad service!!!!!!!!!!!! Please give me feedback and the compensation that I should have!!!!! P.s. I have just received my bag now, 2/27 16:30 but with no cover!!!!
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Reason of review:
Poor customer service
Indie Eyk
map-marker Cusco, Cusco

Lan Airlines Flight Review

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So far, the worst customer service ever. One of my luggages disappeared and no one had a clear explanation of the problem, two days and I'm still waiting for a solution
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Reason of review:
Poor customer service
Anonymous
map-marker Sydney, New South Wales

Lan Airlines Flight Review from Sydney, New South Wales

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SOOO UPSETING... my parents lost their flight from Santiago to Sydney for medical reasons so I was told that they had lost the tickets and we were forced to buy new ones which we did. Next day my parents went to the airport and they were put on flight the next day to Sydney on the original ticket. I have called to cancel the 2nd tickets and I was told there is no refund and the first tickets were cancelled including the return because they missed their flight and there was no record of them taking the flight. NOT ONLY THAT! On the aircraft my mother had pieces of glasses in her food, she swallowed one small piece and managed to take one bigger piece of glass out of her mouth. My parents made a complaint on the aircraft and we have had no response. This has been so stressful for my family we are loosing money and health especially my mother with her health condition. This instead of being a joyful time being reunited with my parents has been a NIGHTMARE.VERY DISAPPOINTED WITH LAN AIRLINES.
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Reason of review:
Poor customer service
Anonymous
map-marker Miami, Florida

LAN BOGUS TRAVEL VOUCHERS

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The way LAN makes up for their lousy Customer Service is to issue Vouchers for all their deficiencies and oversold flights. But they add insult to injury when they refuse to refund their vouchers as promised. I submitted a voucher for refund four months ago, and each time I call them they give me the same scripted answer: "we are working on it"...But the reality is that they expect us to give up calling at some time so that they don't have to reimburse their customers! What a rip off...They are long due for a Class Action law suit!!!!!
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Cons:
  • Voucher redemption is a scam
Reason of review:
Poor customer service

Preferred solution: Full refund

Shawntia Mxb
map-marker Tracy, California

I BOUGTH A TRIP OF 19 HRS. AND I ENDED UP TRAVELLING 36 HRS.

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I choose this airline because offer a trip from San Francisco, CA to Bolivia in 19 hours while other airlines had trips from 24 to 35 hours, same trip, that were $250 to $350 cheaper than this trip. And I accepted the fare because I planned to spend less hours traveling. But when we where in MIAMI, LAN informed us that the plane from MIAMI-LIMA was late so we will be late to get the connection between Lima-La Paz. So they offered us to pay for the hotel in Miami or in Lima. So we chose Miami. What they didn't say, and we find out later, was if we choose Miami we will be late 24 to 36 hours because the next available trip will be the next day and if there is no enough room on it we have to take the next one. But if we choose Lima, we could be late only 12 hours, taking the next connection Lima-La Paz only 12 hours late if there is room of course. LAN told us that the hotel include breakfast but the hotel said NO. they give us a ticket for the dinner, that wasn't enough to pay for it. We have to carry out all our luggage to the hotel and the next day from the hotel to the airline with no help at all. We tried to put the complaint calling the customer service several times, to know better what was happening and which will be the best solution to arrive to La Paz as soon as possible because we were going to a medical appointment, and we were carrying the Hospital letter, but nobody in the counter wanted to even take a look at it. Who will pay for our missing appointment?. We called by phone several times but the answer was always the same "I am sorry, you have to complain online only" Is more than 2 weeks by now and I don't have any response to my complain.
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Loss:
$900
Pros:
  • Entertainment
  • Safety
  • Comfortable
Cons:
  • Overbooking flight in christmas season
  • Flight cancellation
  • Refund never processed
Reason of review:
Poor customer service
Jin Jls
map-marker Brisbane, Queensland

LAN and customer services

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LAN reservation QKGSAL I bought a LAN ticket going from Brisbane Australia-Auckland-Santiago-Sao Paulo-Santiago-Auckland-Sydney-Brisbane. The ticket was bought from a LAN representative. It was one single ticket but it was broken in many small trips. When I realised some problems with the ticket I contacted LAN. The customer service informed me that their sales representative book the ticket in the wrong way. They informed me that the sales representative had done the same mistakes many times before with other people but LAN has never interacted with the sales representative to avoid the same problems in the future for other passengers (explanation: because the ticket was broken in small parts, LAN was not prepared to guarantee my connections in case of any flight delay because the trips were booked independently). Again has been maintaining the sales representative even knowing they sell irregular tickets. The solution of LAN for my ticket problem was to say to me that I had to fly the first trip (Brisbane-Auckland) and then they could start changing my ticket due to the mistakes of the sales representative. It was when my nightmare started because after I flew the first trip (Brisbane-Auckland) the LAN customer services started to push me to avoid to solve the problem of the ticket. Every interaction with them was followed by the same sentence: "your ticket is a mess and it is difficult to solve the problems of the ticket". My ticket was cancelled at least 3 times during the trip and I was not informed. I travelled for around 22 days and during my entire trip I had to stay on the phone trying to solve the problem of the ticket. Could you imagine you in the middle of a foreign country trying to talk to a flight company every day and sometimes you discovered that your flight was cancelled and you were not informed? I stayed at least (adding all my calls - including the amount of time that you wait for the attendants) 24 hours in 20 days contacting LAN. There is a major issue with LAN customer services. LAN just bought another company in Brazil called TAM . When you call LAN in some of the Latin America countries, TAM customer service answers the phone. Then the TAN attendant tells you they can not answer questions about LAN. You need to stay calling the same number (it is the same for LAN and TAN) and be lucky that the LAN customer service answer the phone before TAM!!!! Have you seen it in your lifer? When I got back to Australia I wrote to LAN Australia and received an answer from LAN in Chile. I asked them actions to solve the problem for other passengers (e.g. train the sales people or cancel their license to sell LAN tickets) and asked them any kind of compensation for my nightmare and the answer was: we do not train sales representative and it was your problem with the ticket not ours. We cancel your ticket many times because you had an irregular ticket!!!!!!!
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Loss:
$2000
Cons:
  • Poor customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Buenos Aires, Autonomous City Of Buenos Aires

Awful experience with deceitful company

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I am still waiting for a response to a claim filed on July 15 when LAN canceled my flight from Buenos Aires to Iguazú for "meterological reasons," which I later discovered was the deceitful excuse used so that the majority of aircraft could be used to bring Argentine fans back home from Brazil the day after the final World Cup game. Most flights were canceled this day, including mine, resulting in our 10-year anniversary trip being canceled and the loss of hundreds of dollars on nonrefundable travel expenses. I am very disappointed with this irresponsible decision, misleading information as to the reason, and poor customer service I have since received with nobody responding to my several messages.
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Loss:
$500
Cons:
  • Scam
  • Lack of accountability
  • Refund never processed
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Miami, Florida

Lan Airlines Flight 2511 Review

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Muy mal servicio, el vuelo 2511 que debia salir a la 1.05 am del 12 Nov 2015, fue cancelado y nos tuvieron 3 horas dentro del avion, nos mandaron a un hotel por los everglades de muy mala calidad y que es un casino Miccosukee. y no hay nadie que de explicacion hoy 12 se supone sale a las 6 pm. Lan no sirve , mala aerolinea por decir lo menos.
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Reason of review:
Poor customer service

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