LAN Airlines Customer Reviews and LAN Airlines Passenger Trip Reports

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Flew Santiago - Rio, then Sao Paulo-Santiago-Auckland in economy. All ok Santiago-Rio. Plane took off from Sao Paulo then had to go back due to a never-identified 'system' problem. Circled for 2 hours, stuck on tarmac and hour, then in the terminal, then back on plane, then cancelled. Ended up in shabby hotels at 2am in middle of Sao Paulo. Disorganised rebooking. Ordinary service back. Communication poor. Food ordinary, Staff not well trained. Would be reluctant to go with LAN again.

JFK-SCL in Economy. Fairly new 767-300ER with 777-style interior. Upon boarding, a Chilean newspaper was available in the jetway. Flight attendants were friendly and attentive, although some didn't appear to speak much English. Economy seating was standard, with 32" pitch/18" width, adjustable headrests, usb outlets, PTVs with AVOD. At each seat was a package containing a pillow, decently thick blanket, eyeshades and ear plugs. Departure delayed slightly due to ATC, but kept updated. Cabin announcements in Spanish and English. Dinner was quite good. Of note, LAN used real silverware, real glassware for the wine, and a real dish for the entree, even in economy. I had red wine, which was Chilean and quite good. A refill was offered. After dinner, coffee/tea and cordials were served, along with M&Ms. IFE featured over 200 on demand movies, including many South American films, as well as games, map function, extensive music tracks and destination information. Screen was large and picture/sound quality was good. Content was slow to load at times, but otherwise the system was excellent. The in-flight magazine was very thick and contained interesting articles. There was a cup holder on each seat back, a nice feature on long flights. Lavatories featured moist towelettes and hand lotion, a couple of extras not found on US carriers, and were cleaned several times throughout the flight. A full breakfast was served 90 minutes prior to arrival, which is better than the American carriers which only serve a snack. Beverages were refilled afterwards, and sweets were provided prior to arrival. Overall, I found my first long-haul experience on LAN to be thoroughly enjoyable, and I wouldn't hesitate to recommend them to friends.

Reading other reviews it makes you wonder what people expect these days. I have flown LAN within Peru many times to different destinations and have nothing but praise for them. They run new fleets of the airbus 319 and 320. I have had more legroom on these internal flights than some long haul from Lima to Europe with other airlines. Most flights within Peru are only an hour long so don't expect amazing food, just a snack and a drink.

EZE-SCL-MIA-EZE. Excellent on board service, great IFE, beats US airlines on the same routes every day.

Bogota to San Paulo, flight was on time and service was excellent. Good food and wine with refills if you wanted. Staff friendly and entertainment system was very good once they got it connected . Much better then the dreadful old fashioned Iberia.

Business class (MEX-SCL-IPS return). I found the service to be consistent, crew friendly, aircraft clean and in good condition (767), and food tasty. The inflight entertainment worked and a good selection. The on board service did seem to take a bit of time to get going and the seat did seem a bit narrow around the shoulders when reclined into the flat bed. Other than that the flights were great. Check-in at all airports was easy, lounges comfortable, no lounge in Easter Island but I didn't expect that anyway as its such a unique airport, and flights were on time. Frequent flyer miles were added to my BA account within the week and I had no baggage issues.

EZE-SCL-EZE. Both flights were delayed. Outbound 7 hrs and the return 3 hrs. The crew behaved as though they were doing you a favor, and food was just ok for the short flight. Not worth the money, there are better options for this route.

SCL-EZE. Connected in SCL from SYD. New 767. I was immediately impressed when I boarded and crew acknowledged me as I walked through the cabin. All cabin crew were immaculate and the service was good. I did not expect a meal on this short flight, we got a sandwich and a drink. Flight left and arrived on time. IFE was great too, as it was available shortly after the safety demonstration I managed to watch a film. I would fly LAN from SYD next time.

Flight between SCL to Madrid. Bad service, very bad food and regular seat. LAN is going down every time I fly, much better options available. The staff don't help much. Avoid.

UIO-GYE-UIO. Machine check-in at UIO airport didn't find my reservation, proceed to counter: courteous and fast service. Boarding: ok, but buses were old and not handicapped friendly, use stairs to board aircraft. Onboard service regular: robotic attitude and one candy, no water round. On arrival: fast disembark and baggage retrieval. Returning portion: same as UIO for check-in and on-board service, upon arrival: stairs used for bus to take us to terminal, baggage: wrongly announced carrousel. LA has declined it service in recent years and not one agent at arrival at UIO to inform us anything.

LAN Flight 801 - Santiago to Sydney via Auckland 16 March 2013. When I arrived to check in at a connecting flight in Buenos Aires - I was told that the flight would be leaving 12 hours later. This is was despite the fact that I had already checked and they did not attempt to contact me by email or by mobile phone. When I arrived at Santiago we were given accommodation and were told to be ready by 8.30am for a 12 Noon departure. All passengers arrived at the Departure Gate - however there was no aircraft, and much to our dismay no LAN Staff to explain what was happening. Eventually the flight departed 24 hours late and terminated at Auckland not Sydney - so continuing passengers were forced to stay overnight in a hotel at Auckland Airport - to make things worse the airport bus broke down and we eventually checked in at 2am. The service from LAN Airlines through this event was appalling - and not once did anyone apologise to myself or any of the other passengers.

Over a 3 week visit to Peru and Ecuador from England we had 8 flights with LAN booked through our agent. 2 of these flights were approximately 12 hours long. All the flights were booked with request for a vegetarian meal but on every flight I had nothing to eat. We checked with our agent who confirmed the booking and each time we booked in we ask about the vegetarian meal but none arrived. On one flight out of Quito the hostesses smirked to each other and just continued on. Why should I pay the same price and not get any food. So if you require a different diet try a different airline.

We flew Auckland to Santiago to Lima return in March 2013. I was pleasantly surprised by the flight over. Return flight was a disaster. Arrived at the airport at Santiago at 4pm for a 10.30 flight and was told by LAN staff that we could not book in until 8pm. Made inquiries at 6.30 and was told the flight had been cancelled. They provided us with accommodation and meals at Santiago and Auckland but you had to go looking for the information it was never just offered to you. Flight was ordinary to Auckland. We were in the last row and every time the Flight Attendant pushed the trolley out of the galley she hit my wife's seat so sleep was off the cards. More offers of water during the flight would be a good start. We had one good flight and one bad one. Finally when we were given seat allocation we were not sitting together. As it turned out the last 3 centre rows had 4 couples in them and no one was seated together. How hard is it to allocate seating together when tickets are made on the same booking? If you want to be an international airline then start looking at making visitors and tourists welcome.

I had booked the first long-haul flight for my husband and I from LAX to Lima, Peru. What I found was a pleasurable experience, and a 9 hour flight that did not feel like 9 hours. We flew through the daytime, so on-board entertainment was key. Boarding was easy, and we flew a 767 in economy class. Seats were very comfortable, the entertainment excellent, the seats had USB ports for charging or electronic use, and the food was good airline food. Wine was served with the meal, and staff came around refilling glasses. Staff very happy and helpful, smiling a lot, and were excellent bilingual speakers. Not only were we served dinner (or lunch), but at the end of the flight at 8 pm Pacific time, they served breakfast. The on-board entertainment included first-run movies, TV shows, games, music. I would definitely recommend LAN and hope that our return flight from Santiago, Chile, is just as good.

Flew in Business Class multiple legs from MIA to Santiago/Montivideo. Then Buenos Aires to Lima and Lima to JFK. All flights were on 767's. All flights were on time, with clean aircraft, extremely spacious and comfortable flat bed type seats, excellent white duvets and pillows, and an adequate VOD system. Catering was a bit skimpy and of decent quality. The main negative for this airline is the pleasant, but almost consistently lazy and indifferent attitude of the cabin crews. The flights to Montevideo were with LAN Chilean crews, and they were ok, but beyond serving meals and a very long wait for drinks with no refills, their presence in the cabin was seldom noted, the MIA-SCL leg being 8 1/2 hours. The Peruvian crews on the BUE-LIM-JFK flights could generally be found congregated in the forward galley, reading magazines and playing on their computers. They never almost never patrolled the cabin soliciting requests, even on the 7 1/2 hour flight between Lima and JFK. However, the great seat, duvet, and on time performance made up for me the poor, slow cabin service and mediocre catering.

A340-300, AKL-SYD. Not bad, seat pitch is 32' with adjustable headrest and the IFE screen is of the large variety. Choice of programmes was also good. There is no power or USB outlet though. Seats was fine for 3 hours, don't think I would have like it long haul though. Staff were helpful and polite. Only major letdown was the food, wouldn't normally comment as I tend to eat before I board but to be offered for breakfast a tiny ham and cheese sandwich, 2 small crackers with a frozen tub of butter and a fruit bowl which consisted of 3 slices of apples and a lonely looking grape is really not acceptable. Even the guy that served me apologized when he saw the look on my face.

In my opinion this was the worst long haul flight that I have experienced in terms of seat comfort, crew service, food and facilities. Seats were hard and narrow. Food choice ran out before trolley reached us and the only food left was ghastly - wine serving was paltry. Inflight entertainment malfunctioned. One toilet was out of order before we even took off and the 4 functioning toilets were inadequate for a 13+ hour flight. Eye masks thin. Worst was the attitude of crew who were surly and unhelpful throughout and spent most of their time huddled in their galley. Flight was so late we missed connections but Iberia were helpful and efficient at re-routing us.

Santiago - Easter Island (Business Class) Boeing 767. Great seats, lovely breakfast and great service. Flight left on time and arrived almost an hour early! How can that be if flight timings are correct?

Easter Island - Santiago (Business Class), Boeing 767. Great seats, pretty poor food for business class and awful service (even had to 'ring' for coffee after dinner!). Flight left over one hour late yet managed to arrive on time! How can that be if flight timings are correct?

LAX-LIM overnight flight. Having flown with LAN many times in the past I found this flight to be not up to par with other LAN flights. Crunky, unhappy, in some instances straight forward rude crew. Shouting "sit down" at a paying customer is unacceptable. What happened to the word 'please'? Meals were served during the first hour after take off, after which crew disappeared for the entire flight. Individual mini bottles of wine with your meal have gone. Now you get just a 'mini glass' that holds a sip of wine. Morning service was abysmal - no hot drinks, reheated scrambled eggs were disgusting and again - unhappy crew what showed you in all possible way that you were a nuisance in their otherwise bright day! Though LAN still wins against their North American competitors, I will think twice if I have to fly with them again.

Booked LAN Chile through codeshare with Qantas. Flew SYD-AKL. Confirmed I had dietary meal requested, ok with all Qantas flights I had, but on board with LAN, they offered me a regular meal. The FA said they didn't have the request, and all the dietary meals on board were taken. No extra meal supplied.

Lima to JFK. Staff at check-in counter friendly and helpful. Very pleasantly surprised by 767-300ER plane. Very neat and new interior with comfortable seats installed. Personal TV monitor (touch-screen) is very new with high definition. Decent selection of movies and TV programs. Flight attendants are polite and friendly. There were two kids traveling alone sitting next to me, and the flight attendants took good care of them. Meals are not outstanding but decent enough. Overall it's a very good experience, and I am impressed.

Recently did return MIA-GYE (Ecuador). Long check-in lines (hr+), chaotic procedures, inept desk agents and a computer system out of the 1990's were standard for all flights. Things like overbooking the plane, double booking seats for numerous passengers, refusing to assist with rebooking missed flights on partner airlines, passing the buck to the next shift, the next airport, stonewalling, running out the clock, and rudeness - it was unbelievable. Never again.

To and from LAX to Lima plus internal flights to Cusco, and Puno/Juiliaco. Most flights not on time and only explanation was that there was congestion and problems with communications. Originally flight from LAX ran about 30 minutes late so unable to make next internal connection to Cusco. Told that flight already left even thought it was not scheduled for another 30 minutes+. Told to come back to the counter in 50 minutes then may be given a standby ticket to wait in another line with all our luggage. Offered vouchers for lunch - turned out the only option was at McDonalds and then only for two meal choices.

EZE-SCL. Economy. LAN expect you to be at the airport 3 hours before departure for international flights. They are not joking. Passengers like me who had already checked-in and printed their boarding cards were made to wait outside the cordoned off check-in area. We were admitted after airport security complained about the queue getting in the way of other passengers. After 50 minutes waiting it was my turn but the agent just held his hand up and got out his mobile phone. He was still chatting after I had finished leaving my bags with another agent. Boarded in strict priority of cabin class, frequent flyer status and row numbers - then all got on to the same bus! Cabin crew too busy having coffee to check the boarding cards. Crew surly with no smiles or good-byes. Usual economy class type snack. Arrived on time with fairly quick bag return. My experience on this flight was that LAN staff are all well turned out, check-in areas and aircraft are clean and appear almost new but just scratch the surface and you may find a very different airline to the first impression.

Undertook 2 international flights with LAN - both of over 18 hours duration and 6 internal flights. Would be reluctant to travel LAN again. Ground staff were courteous and helpful if not friendly. I found the onboard crew to be surly and not willing to help with a request for a glass of water, or a passenger who had a nose bleed or helping in re-seating family groups who had been separated. We worked out the seating ourselves and in the end I moved twice to enable family groups to sit together. If travelling on an internal flight ensure that you eat and take a drink with you beforehand. Offered either a lolly or a box which proudly proclaims 'the contents of this box contain no preservatives. Please consume within 48 hours.' However when you open the box there are 3 packets of biscuits which are laden with preservatives. Some planes used on internal flights were not clean.

AKL-SCL, SCL-AKL. Both flights satisfactory. I found the service very good, the cabin crew were polite and professional. Food was plentiful and good. Offered drinks in between meals, mainly water. The interior was lovely and clean, they supplied everyone with a blanket, pillow and headphones, IFE very good, plenty to keep you entertained. Leg room was decent. Thoroughly enjoyed both trips and will be flying LAN in the future.

Flew from Santiago to Los Angeles on B767, Dec 2012. Very pleasant flight, much nicer than commercial US airlines. Free food and wine, of good quality. Would try to fly this airline where available.

Impossible to book a seat, even though the plane showed plenty of available seats on the web page and the web interface pretended it was allowing the booking of seats. I was traveling with my wife and 4 year old boy, we ended in separate areas of the plane. The rest of the services similar to other airlines in the same route, so not booking again with LAN. Unfortunately there is no score for the booking services that can be rated here.

I have logged 23 flights with LAN, the last one being SCL-PMC-PUQ. Impossible to choose a seat during online check-in (all seats taken, even though I was the 3rd person to check-in). On some other routes I paid a higher fare (2x the normal one) to be able to pre-book a seat, but my seat was changed by LAN. Rude attendants at the counter in SCL. Service from flight attendants vary wildly: on this flight one FA was extremely friendly but the other one seemed annoyed. Food, beverages and IFE all OK.

Madrid to Lima on B767-300ER. Able to use Iberia VIP lounge at Madrid which is excellent. Flight left on time. Business cabin feels a bit cramped on 767. Seats very comfortable for sitting, but too narrow when flat - I'm not very tall and struggled to lie on my side. Food and wine good.

AEP-USH, Airbus A320. Flight itself very good on a clean aircraft. Departure and arrival on time. Two meals served. Both snacks. One supposedly breakfast was chocolate biscuits!

Just flown LAN on a return trip via Santiago to Buenos Aires. No complaints about this airline. Check in was smooth at all points and the staff pleasant and accommodating. Planes left on time and the announcements were clearly made when in English. My only problem was they did not issue an arrival card on the return sector, even if napping it could have been placed in the seat pocket as others have done. Would also like to have been offered more fluid while airborne.

Santiago [Chile] to Madrid, 15/11/2012 in seat 31C. Enough leg room for a tall person. FA's attentive and friendly. Good meals and plenty of drinks throughout the flight. You would be better flying with LAN than Iberia on this route as the 'plane was in good condition and seat choice is honoured.

Flew PPT - SCL - BUE - IGR. Once airborne all 3 flights were good. Check in though was chaotic each time with at least 1 hr waiting [2 hours in Papeete]. Flight from Papeete to SCL (ETD 2350) was 15 hrs late due to weather in pacific. Only advised at the airport 1 hr prior to scheduled take off. Check in staff handed us with a letter advising due to weather conditions not their responsibility and told us to find our own overnight accommodation and check with them at 0800 the next morning. Abysmal customer service. Also specific seats booked and confirmed in advance were never ever the ones available when checking in.

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