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LAN AIRLINES customer review :  30 April 2011 by C Miro   (USA)

MIA-SCL-GRU-GIG, flights on B767-300, wide seats, above average recline and tasty food. LAN provides free wine with meals, and free headset. Cabin staff professional, attentive and friendly. Combined with competitive fares, make LAN a very attractive option.

LAN AIRLINES customer review :  27 April 2011 by Monika Lash   (USA)

JFK-GYE-UIO, and back. Nice flight, attentive crew, comfortable bulkhead seats, which where assigned to me after double Knee replacement surgery. Crews offer charm, grace and hospitality. LAN could use a few English speaking staff at GYE, changing planes and paying the departure tax was a bit trying, since our Spanish was limited. But wherever you travel in Ecuador, there is at least one Ecuadorian willing to help a frustrated Tourist.

LAN AIRLINES customer review :  25 April 2011 by C Rainbow   (New Zealand)

Auckland to Sydney, had to check-in at around 3am for 5:10am departure. The cabin crew were very pleasant indeed and helpful towards older people and families with babies. A reasonable if modest breakfast was served and good IFE. A340 is comfortable and seats with good legroom.

LAN AIRLINES customer review :  22 April 2011 by B Walberer   (USA)

EZE-SCL and SCL-GIG with stopover in GRU. All flights on time, aircraft clean and crew friendly. Seating was tight, and legroom was just ok for segments of 2-3 hours. Service consisted of sandwiches and free drinks, including beer and wine. Overall, a good experience. Also, contacted customer service once via email and got reply within 24 hours.

LAN AIRLINES customer review :  10 April 2011 by Elisabeth Goodwin   (Australia)

I did nine flights with Lan as part of an extensive South American package, and found them to be very good. They were far superior to Qantas. While selling as a LAN business class package, there are actually no business seats for flying within Argentina or Chile, so business is only for the International component. Flight attendants generally did their job very well and were friendly. The pisco sours from Lan were the nicest I had, and food was always of good quality. The problem, and this is a big one, is with the scheduling. LAN schedules daily flights Santiago to Auckland, but seem to cancel them quite easily. Our flight on the 21st March was cancelled, and I believe a second flight was also cancelled that week. Obviously this causes major inconvenience, and although we had plenty of notice, we still had nothing else to do but spend time in the Santiago Airport holiday Inn. Some of the Argentine regional airports could have used a third check-in counter going (El Calafate, Ushuaia) as there were long queues. A large tour group was allowed to effectively push in front of us at one of these airports, which I wasn't happy with.

LAN AIRLINES customer review :  4 April 2011 by W Duits   (Netherlands)

FTE-AEP via Ushuaia , check in long lines, very strict on hand luggage weight (7kg), on flight to Ushuaia drink service. On flight to Buenos Aires just a drink and some cookies, too little for a 6 hour trip with a high price - disappointed.

LAN AIRLINES customer review :  27 March 2011 by J Blasini   (Puerto Rico)

Lima to Eastern Island return. Flight crews excellent, food good, beverage service is basic but enough for 5 hour flight. Lima airport a mess with only 1 bus to transfer to the main building from a remote location.

LAN AIRLINES customer review :  25 March 2011 by W Speers   (Australia)

Sydney-Santiago-Sao Paulo. An uneventful flight, with a good crew on board. I was fortunate to have the only spare Y class seat on my flight next to me. Food good, drinks good, but the wine glasses were thimbles. IFE is fantastic! I needed assistance at the SCL Airport transfer desk, and LAN staff seemed a little overwhelmed, but did their best to resolve. Appreciated the English - and I tried my hand at Spanish with good result!

LAN AIRLINES customer review :  18 March 2011 by Vitalij Zabelo   (Lithuania)

Lima-Easter Island-Lima. Lima departure was delayed for more than 2 hours, but enjoyed the flight on new, clean airplane with large selection of movies, attentive and courteous flight hosts. Return flight more than 2 hours late again, got emergency exit row seat, so, extra leg room, same clean airplane, but irritated crew, probably from the previous flight from Santiago. When I approached one of them, was bluntly told she didn't speak English.

LAN AIRLINES customer review :  14 March 2011 by B Namsil   (USA)

Santiago - NY Economy. Very neat B767-300, clean interior. Surprising and very comfortable seat pitch. Tasteful dinner menu with free wine, and breakfast. Reasonable entertainment selection. The most attentive crew in a long time. Compared with American, LAN is by far the best choice.

LAN AIRLINES customer review :  4 March 2011 by W Crutcher   (UK)

I have never been subjected to so little customer care. LAN twice delayed our flight from Lima, so that it was just short of 24 hours late. They could not give me accurate information on my flight, whether I was actually booked and what would happen with my connecting flight from Madrid to London - which was already a problem with an overnight stay planned with the delay from Lima. The line to speak to someone in the LAN department was 3 hours long and no organisation. Unless you wish to ruin your business or pleasure trip avoid this airline. It's not that they had the problems, it's the fact they have not dealt with them at all. The only good thing about this whole episode is that I have now managed to book another flight home with a more reliable carrier.

LAN AIRLINES customer review :  3 March 2011 by Mike Smith   (Australia)

Sydney - Ushuaia. Business class to BA then economy to Ushuaia. Food great, large variety of choice. Auckland - Santiago about 12 hours and flat sleeper was definitely worth it. Staff make an effort with English. Customer service at the airport was polite and efficient. Oneworld lounges at several locations are well stocked but they pack you in. Can get noisy. The aircraft all seem in good condition and despite the length of the trip were value for money and the business class comparable to other major airlines.

LAN AIRLINES customer review :  28 February 2011 by Melanie Woods   (USA)

We booked a flight from Cusco to Arequipa on Lan. The plane flew only to Juliaca. We found out that Lan knew they were not going to Arequipa because of bad weather, but decided, I guess, that the passengers didn't need to know. We were dumped off in Juliaca with no help in figuring out how to get to the destination we paid for. We took a long bus ride to Arequipa and arrived there at 3am. Lan did not compensate us, did not help us, did nothing. I would not fly this airline again.

LAN AIRLINES customer review :  6 February 2011 by Rafael Vieira   (Brazil)

GRU-LIM-SFO. The cabin is classy and seats recline to flatbeds. Service is quite courteous and entertainment (15in AVOD screens) is top-notch. However this is not the best flight if you want to rest. The problem has to do with flight times. The 5hour flight from GRU to LIM is too short to sleep and, if you are coming from Brazil the 12am departure from LIM means that, after meal service, it's already 4am according to your body clock.

LAN AIRLINES customer review :  4 February 2011 by S Rogozinski   (USA)

LAN airlines will not even let you complain. Traveling with two small children and speak very little Spanish, from Santiago to Lima then Lima to Los Angeles, the plane broke in Lima. I understand that planes break sometimes but the staff from LAN should communicate with passengers what is going on. After two hours of no information I noticed that everybody got up and either got in line or were leaving the gate. After asking several passengers I found out that the flight was not going to leave for 12 hours and we were supposed to go to the hotel. No one said what hotel or where it was located. In tears and clearly upset, I followed other Spanish speaking passengers and 2 hours later was outside the airport getting on a bus that looked like it was going to break down, without my luggage. No LAN staff members were around to tell us anything, on the bus the driver communicated in Spanish that we were headed 1 hour 40 mins away to downtown Lima in rush hour traffic. It took two hours to check into the hotel, where one of the passengers passed out and needed medical attention, just so we could leave three hours later to travel back to the airport where they made us stand in line again to check in for the flight. I encountered around 100 LAN staff members and not one was helpful. I would ask a question and they would say they had to find out the answer and disappear. Nobody helped with connections, everybody was on their own. Submitted a complaint to customer service and the response took almost three weeks and was in Spanish, go figure! I will never fly LAN or any of their Oneworld Alliance carriers ever again!

LAN AIRLINES customer review :  30 January 2011 by H Williams   (USA)

Calling reservations office from USA - usually on recording for 1/2 hour or more, if they answer at all - last time I gave up after 45 minutes with no answer at a non-peak calling time. I also received conflicting information on several occasions - reservations office appears to be staffed by only 2 or 3 people - problems with lan.com website are not addressed - cannot get Lanpass number through web site and if you call reservations, you are told to do it on line. Agent said to send information to email address that turned out to be bogus - if you can use an agency, you probably should, because reservations office is incompetent and unprofessional.