RICARIZA From United States of America, joined Apr 2005, 2404 posts, RR: 23 Posted (5 years 5 months 1 week 4 days 15 hours ago) and read 26295 times:
MIA - BOG
LFactor: Approximately 75%
A short trip to Bogota. LAN ticket in J was a very decent price. AV J class ticket was close (about $100 additional) but I decided to use LAN due to the miles on AAdvantage to keep my privileges.
Anyway, I arrived to MIA, I was the only one in the line for Business Class, but nobody took care of me. After waiting for 10 minutes I said to the LAN person that was controlling the line for Coach, that what was happening that please allow me to go to one of the counters attending coach passengers or something. She apologized and spoke with the agent at the counter of Business and he immediately called me (It was pure negligence I thought).
Once there, the checking in was fast and it surprised me that they invited me to Delta's VIP room on concourse H. I didn't know they replaced the Club America J, but I was very glad (Club America J is located before security, which I hate).
After security I went straight to the VIP room. Delta's VIP is not great, but I had free wireless internet, drinks, snacks and at least it was comfortable. (and better than Club America J anyway).
I went later to the boarding room. They were starting to board and there wasn't a priority line, so I asked and they realized they forgot about calling business class first, so they let me board immediately and they proceeded to call the other business class passengers.
I was at the end of the business class (row 5).
Punctual flight, the breakfast was a bit delayed and after 40 minutes to be serving, finally they arrived to my row with the following greeting:
"Sir, we are out of hot entrees. I only have a plate with cold cuts". I looked at her like "whaaaat??" and they served me the "breakfast":
After the initial shock I didn't care about the "no hot entree issue" anymore, what I really wanted at that moment was a good cup of black coffee, but when I tried the coffee, it was very cold (of course it was cold, it had been for 40 minutes on the cart and it was not on a thermos carafe, it was in a french press). I told her it was cold and she said, well, we are sorry but we are out of coffee. (I didn't believe her). I was really upset and asked her to please remove the so called breakfast, that I have lost my appetite.. ( When I get upset I tend to get serious and quiet, I don't raise my voice or anything like that, but you can clearly notice that I am upset). She apologized so I told her that it was OK.
Later on I called to deliver the duty free form, a male F/A picked it up and after a while a lady came to told me that they were out of the chocolates I wantd (I wanted to buy some Toblerones for my nephews). I replied, "you know? Forget it, you guys gave me left overs on this flight, even the duty free. This doesn't look like business class but a bad coach"
I was upset, but well, I was in BOG and all I could think of was meeting with my family...
BOG - MIA
LFactor: Approximately 85%
BOG is a mess, so I arrived with enough time. LAN's business line was very short, they checked me in quickly but I had to remind the agent to put the "Priority" tags on the luggage.
Knowing that LAN serves just a Snack if the flight departs at 3PM, I went to have something to eat before going to customs and security. I went to one of my favorites places in BOG: "Crepes & Waffles" and ordered a Chicken and cheese crepe with mushrooms sauce, it was delicious and a good portion (not too small not too big) before a flight.
A look from my table of a very crowded, hectic and outdated BOG (thank God it will be demolished soon)..
Before customs, I went to see how the construction of the new terminal was going:
Customs took forever but at least after that ordeal I was glad that they removed the "manual search" by police officers at the end of the duty free. I felt tired of all the time in line in Customs and I went straight to the Admirals Club. After resting it was time to board so I was going out the Admirals when the receptionist told me that my flight was delayed, that the plane had not arrive yet.. I was upset and returned to my seat at the Admirals. Long story short, the flight departed at 5:10 PM (almost two hours late).
Boarding was organized and quick, they offered me a welcome drink,; I gladly accepted a Pisco Sour which was very good:
After this moment, we didn't hear or see the crew again. No more drinks, no hot towels, no menus. They just appeared to serve their so called Snack (at 6PM on business class on an international flight (??)). The f/a came and he just served me the tray. He saw me staring at the food and he said: "is pork sir. We have no options". I couldn't believe this service and I forgot to take the picture of the two slices of pork with carrots. It was tasty but tiny. (as it usually is).
We arrived to MIA, immigration was quick but unfortunately all the priority tagged luggage were the last to arrive. At the end, only the business class passengers were at the belt, people could not believe that was happening.
I am not sure what is happening to LAN. My parents did the same trip a month ago with similar results. I am not a big fan of LAN but my problem has been always that they were not warm or happy to service but their service was quite good. I never had these many problems before, specially in both legs, which seems to show a systematic problem. I sent a letter to Customer Service. They haven't answered yet, but when they do (if they do) I will post the answer.
I apologize for the lack of pictures, but being upset on both legs, all I wanted was the flight to end and I wasn't in the mood for more pictures.
I miss ACES, I am proud of AVIANCA & I am loyal to AMERICAN
RoseFlyer From United States of America, joined Feb 2004, 10898 posts, RR: 52
Reply 2, posted (5 years 5 months 1 week 4 days 15 hours ago) and read 26220 times:
It looks like Lan is having some identity problems on this flight. The food service seems severely lacking, yet they have flat bed seats. On the same route, AA provides high quality food service although the comfort is not the same as the Lan 767s.
If you have never designed an airplane part before, let the real designers do the work!
Avianca From Venezuela, joined Jan 2005, 5949 posts, RR: 34
Reply 4, posted (5 years 5 months 1 week 4 days 13 hours ago) and read 25843 times:
Quoting RICARIZA (Thread starter): wing that LAN serves just a Snack if the flight departs at 3PM, I went to have something to eat before going to customs and security. I went to one of my favorites places in BOG: "Crepes & Waffles" and ordered a Chicken and cheese crepe with mushrooms sauce, it was delicious and a good portion (not too small not too big) before a flight.
oh yes Crepes & Waffles is great, you gave me a hint what to have today for lunch... thanks god that I have restaurant just 5 blocks away from my apartment in Lima!
turk223 From Barbados, joined Aug 2003, 437 posts, RR: 1
Reply 5, posted (5 years 5 months 1 week 4 days 13 hours ago) and read 25833 times:
I'm beginning to have my doubts about LAN. I've had a nightmare with them regarding a cancellation and rebooking - my first flight with LAN will be in October. With the poor customer service I recieved over the phone plus the poor service your reported, I'm not expecting much...
And LAN is seen as the best airline in Latin America? Maybe not?
Longhornmaniac From United States of America, joined Jun 2005, 3516 posts, RR: 42
Reply 7, posted (5 years 5 months 1 week 4 days 13 hours ago) and read 25753 times:
This is an absolutely disgusting report, RICARIZA. I was planning on using LAN for my RTW trip a good amount, but I may have to think twice. Absolutely incomprehensibly bad service. I'm thoroughly disgusted, and suggest you call LAN customer service and ask for...well, anything. You paid for service you didn't receive. They should offer you a hefty chunk of frequent flier miles or something.
Thanks for the report, though. In and of itself, it was delightful, and great pictures. Just a pity it had such a bad experience accompanying it.
RCS763AV From Colombia, joined Jun 2004, 4428 posts, RR: 11
Reply 8, posted (5 years 5 months 1 week 4 days 13 hours ago) and read 25701 times:
That was unfortunate, but could it be a case of two crappy non-related flights? I mean, their service must have slipped because LAN's J is consistently very good. Or maybe it is an ongoing problem.
If it's the first thing, it happens on all airlines, it it's the second, LAN has to do something about it. For example, AV has a big problem with their service: seats are great (on the airbus fleet), crews are smiling and warm, but the catering ex-BOG has always been simply awful. Maybe LAN is having issues with their catering.
PlunaCRJ From Uruguay, joined Nov 2007, 580 posts, RR: 2
Reply 9, posted (5 years 5 months 1 week 4 days 13 hours ago) and read 25702 times:
I am sorry, and surprised, to read about your poor experience on Premium Business. I flew it SCL-LIM about three years (not a long time after being introduced) ago and my experience was absolutely fantastic, very different from yours.
globalflyer From United States of America, joined Dec 2005, 1032 posts, RR: 3
Reply 10, posted (5 years 5 months 1 week 4 days 13 hours ago) and read 25680 times:
Wow... what a shame as I hear that LAN is really great. I have the option of taking LA 343 SYD-AKL or EK 388 on same route. I have flown EK several times but never LA. This may have me decide on the EK 388? Nice report though.
Landing on every Continent almost on an annual basis!
RICARIZA From United States of America, joined Apr 2005, 2404 posts, RR: 23
Reply 11, posted (5 years 5 months 1 week 4 days 12 hours ago) and read 25584 times:
Quoting Avianca (Reply 1): Have to say a really shame what LA delivered to you!
It was, it really was disappointing.
Quoting jeffrey1970 (Reply 3): Didn't they have microwaves on the plane? She could have at least microwaved your coffee.
Well, being a coffee lover, that would have been worst, it kills the freshness but thank you for suggesting it hehehe. But come on, "we have no more coffee"? when was the last time that you hear that? and in J?
Quoting turk223 (Reply 5): I'm beginning to have my doubts about LAN. I've had a nightmare with them regarding a cancellation and rebooking - my first flight with LAN will be in October. With the poor customer service I recieved over the phone plus the poor service your reported, I'm not expecting much...
And LAN is seen as the best airline in Latin America? Maybe not?
Nice report - sad, but nice.
Quoting Longhornmaniac (Reply 7): This is an absolutely disgusting report, RICARIZA. I was planning on using LAN for my RTW trip a good amount, but I may have to think twice. Absolutely incomprehensibly bad service.
Quoting globalflyer (Reply 10): Wow... what a shame as I hear that LAN is really great. I have the option of taking LA 343 SYD-AKL or EK 388 on same route. I have flown EK several times but never LA. This may have me decide on the EK 388? .
As I said before, I am not a fan of LAN, but being objective, it is a very efficient airline (at least it used to be). If I were you, I would give them the opportunity to serve you, you might get much better service than me.
Quoting 767747 (Reply 6): This is amazing for an international flight to run out of entrees, or at least not have any other back up options ..
My thoughts exactly. Not an excuse, but the flight wasn't even full.
Quoting RCS763AV (Reply 8): That was unfortunate, but could it be a case of two crappy non-related flights?
A serious possibility. I never had such problems before and I have used LAN many, many times.
Quoting PlunaCRJ (Reply 9): I am sorry, and surprised, to read about your poor experience on Premium Business. I flew it SCL-LIM about three years (not a long time after being introduced) ago and my experience was absolutely fantastic, very different from yours.
Well, I had some issues in the past but nothing relevant, my experiences with LAN have been always good. Check my other TR in J from a couple of years back and you'll see that even-though some issues remain, my overall experience was quite good.
comeflywithme From Argentina, joined Sep 2006, 265 posts, RR: 2
Reply 13, posted (5 years 5 months 1 week 4 days 7 hours ago) and read 24963 times:
I've been hearing mixed reports about LAN lately.....from great to poor experiences. Seems they have a problem with delivering a consistent product as you found out. I thought their recent profits looked dodgy but maybe they were accurate. If they keep running out of things to give the passengers they must save themselves a fortune.
Carfield From United States of America, joined Dec 2003, 2082 posts, RR: 8
Reply 14, posted (5 years 5 months 1 week 4 days 4 hours ago) and read 24612 times:
Wow it is indeed shocking to see such poor service on LAN Chile and I will be hesitate to book any LAN flight in the near future. I have read better reports before, but sensed that there are some consistency issues with the airlines. A full and proper beverage service should be served, irregardless of time. A full meal should be offered on a flight over two hours, except redeye flights.
Sorry to hear about the poor service and I am glad you write to LA and hopefully they will answer back. Maybe you should mention that a trip report has already been posted, and people are aware of the poor service on this sector.
Running out of hot entrees is pretty much unacceptable and a poor act by an international airline...
Thanks for posting a report and I am glad I do not pick LA on an upcoming SYD-AKL flight in business class.
AR385 From Mexico, joined Nov 2003, 7478 posts, RR: 41
Reply 16, posted (5 years 5 months 1 week 3 days 15 hours ago) and read 23793 times:
Unfortunately, it seems to have become systematic. A lot of people I know fly LAN constantly and have recently come back with awful stories. I took them last month MEX-SCL-MDZ and the MEX-SCL was a simply poor service airline flight. No smiles, cold hard bread thrown at you by the F/A, a 2 hour long food service, disappearing crew, minuscule portion on the plates, J was half empty and when I asked for an extra pillow they said they had run out! The only saving grace was the seat and the IFE. The SCL-MDZ flight could have been crew-less as once we took off we saw no one, although it is a very short flight granted. But in the past you got a sandwich and a soft drink.
Next time I´ll try AM on my MEX-SCL part, I´ve been wishing to do the SCL-MDZ by road for a few years now.
The777Man From United States of America, joined Jul 1999, 6812 posts, RR: 54
Reply 17, posted (5 years 5 months 1 week 3 days 12 hours ago) and read 23576 times:
Surprising to hear about the bad service on LAN; thought that they were much better. It seems that they have had a lotof cutbacks. Both flights being bad shows that it was not a one-time thing. Too bad.
Need a Boeing 777 Firing Order....Further to fly....LX and LH 777s
abrelosojos From Venezuela, joined May 2005, 5153 posts, RR: 54
Reply 18, posted (5 years 5 months 1 week 3 days 4 hours ago) and read 23232 times:
This is such a shame. Thanks for sharing with us the horror. You were significantly much calmer than me if I had NO option for a hot entree in a JCL cabin. I can understand lack of options, but not having enough meals show extremely poor load planning ... or, someone giving the meal to a "friend" or "crew" ...
Sad at how LAN is abusing its dominant power in the Continent. And, why the TAM merger is so bad for the passengers.
b707forever From United States of America, joined Dec 2007, 459 posts, RR: 0
Reply 20, posted (5 years 5 months 1 week 2 days 20 hours ago) and read 22883 times:
From check-in to bag delivery, poor service. Not good for Lan. I hope you get some satisfaction. Cold coffee in J travelling to Colombia, coffee capital of the world is sort of unforgiveable. You took it a lot better than I would have!
pugsley From Australia, joined Jan 2010, 231 posts, RR: 0
Reply 21, posted (5 years 5 months 1 week 2 days 19 hours ago) and read 22793 times:
Quoting RICARIZA (Thread starter): I sent a letter to Customer Service. They haven't answered yet, but when they do (if they do) I will post the answer.
Earlier this year, my wife and I were traveling EZE-SCL-AKL-SYD-MEL, with the EZE-SCL-SYD on LA. One week before the flight we were informed that the SCL-SYD sector had been canceled. After three long and very rude phone calls we were placed on flights leaving the following day, however our new itineary included an 11 hour layover in SCL and a 4 hour layover in SYD and the total travel time was now at 38hours.
Any way, two days before we were scheduled to leave, our original sector had been re-schedualed. So we rang the call centre only to be told we had used our free change when we swapped to the latter date and to change back to our original flights would cost thoursands of dollars. (Mind you, we did not want to change, we were forced to change because of the cancelation, so i did not, and still do not understand this concept) So we visited the office in Buenos Aires, only to be told that what we saw was a computer glitch and the flight was actually not operating and we had to stay on our new flights. At this stage i gave up and left the office, I wanted to enjoy my last 24hours in BA. Plus, by this stage my wife and i had already paid for our own extra night of accomodation. (this was not provided by LA)
We ended up writing a letter of complaint (3pages long, this is the short version, the actual problems went on and on, and to make things worse, we were on our honeymoon as well) Only to have a repy of two sentences, sent to us more than two months later. All they wrote was that they do not offer compensation in cases such as ours, and that they hope to see us again some time on Lan.
While our service in the air was to a consistant level on all our flights, their ground team lied to my wife an I, and had no care about our situation or desire to provide a basic level of customer service. It was very dissapointing. And the letter they wrote to us just made us feel even more mad.
I hope you get a better response when their Customer Service finally writes back to you, I'm very keen to hear what they say.