RICARIZA
Topic Author
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LAN Airlines: MIA - BOG - MIA (Business Class)

Sun Aug 29, 2010 5:22 pm



MIA - BOG
Business Class
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).

http://arizainc.tripod.com/AALAN/IMG_1282.JPG

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
Business Class
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.

http://arizainc.tripod.com/AALAN/IMG_1321.JPG


A look from my table of a very crowded, hectic and outdated BOG (thank God it will be demolished soon)..
http://arizainc.tripod.com/AALAN/IMG_1322.JPG

Before customs, I went to see how the construction of the new terminal was going:
http://arizainc.tripod.com/AALAN/IMG_1324.JPG

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:

http://arizainc.tripod.com/AALAN/IMG_1328.JPG

http://arizainc.tripod.com/AALAN/IMG_1329.JPG

http://arizainc.tripod.com/AALAN/IMG_1330.JPG

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
 
Avianca
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sun Aug 29, 2010 5:33 pm

thanks Ricardo for the nice report.
Have to say a really shame what LA delivered to you!
Even the cold cuts looked goood!

cheers
Avianca
Colombia es el Mundo Y el Mundo es Colombia
 
roseflyer
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sun Aug 29, 2010 5:37 pm

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!
 
jeffrey1970
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sun Aug 29, 2010 7:17 pm

Quoting Avianca (Reply 1):
I told her it was cold and she said, well, we are sorry but we are out of coffee. (I didn't believe her)

Didn't they have microwaves on the plane? She could have at least microwaved your coffee.
God bless through Jesus, Jeff
 
Avianca
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sun Aug 29, 2010 7:22 pm

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!
Colombia es el Mundo Y el Mundo es Colombia
 
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turk223
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sun Aug 29, 2010 7:25 pm

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.
 
767747
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sun Aug 29, 2010 7:44 pm

Looks like your flights with LAN were quite a contrast to your reports about Avianca! What a difference it looks like in the service.

Quoting RICARIZA (Thread starter):
"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":

This is amazing for an international flight to run out of entrees, or at least not have any other back up options ..

Looking forward to your next report!

767747
I love to fly!
 
Longhornmaniac
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sun Aug 29, 2010 7:52 pm

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.

Thanks again!   

Cheers,
Cameron
Cheers,
Cameron
 
RCS763AV
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sun Aug 29, 2010 8:01 pm

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
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sun Aug 29, 2010 8:02 pm

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.

Have LAN´s standards deteriorated so much?
 
globalflyer
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sun Aug 29, 2010 8:06 pm

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
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sun Aug 29, 2010 8:52 pm

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.

MIA - BOG - MIA In LAN (Business) (by RICARIZA Jan 4 2008 in Trip Reports)
I miss ACES, I am proud of AVIANCA & I am loyal to AMERICAN
 
MHTripple7
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Mon Aug 30, 2010 12:27 am

Wow, what a poor experience you had. In fact, it was unbelievably poor! It's a shame because their hard product is very nice. Nice trip report though!
 
Comeflywithme
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Mon Aug 30, 2010 1:59 am

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
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Mon Aug 30, 2010 5:04 am

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.

Carfield
 
ba319-131
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Mon Aug 30, 2010 7:05 am

Wow, not what I expected from LAN at all.

The lack of food and coffee is ridiculous, though the cold cuts look nice!

I really expected better from them, hopefully these fllights were a blip in the service.

Lets see what the next TR shows.

Thanks for posting.

Rgds

Mark
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AR385
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Mon Aug 30, 2010 5:55 pm

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
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Mon Aug 30, 2010 8:46 pm

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.

The777Man
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abrelosojos
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Tue Aug 31, 2010 4:45 am

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.

Saludos,
A.
Live, and let live.
 
b737100
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Tue Aug 31, 2010 10:05 am

A letter to LAN customer service is in order. Usually on a round trip, at least one flight is good. Well, the pisco sour looked good!
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b707forever
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Tue Aug 31, 2010 12:27 pm

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
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Tue Aug 31, 2010 1:33 pm

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.

Cheers
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ogre727
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Tue Aug 31, 2010 6:44 pm

Wow... I am surprised.... I have used them more than 5 times (round trips) in the last 12 months (always in business) and service has been very very good....
I am between the devil and the deep blue sea
 
RICARIZA
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Tue Aug 31, 2010 7:05 pm

Quoting ogre727 (Reply 22):
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.

Wow, it is systematic then, I am truly amazed. Well, so far I haven't received any answer from them.
I miss ACES, I am proud of AVIANCA & I am loyal to AMERICAN
 
ogre727
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Tue Aug 31, 2010 7:19 pm

Quoting RICARIZA (Reply 23):
Quoting ogre727 (Reply 22):
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.

This is NOT what I wrote?????
I am between the devil and the deep blue sea
 
RICARIZA
Topic Author
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Tue Aug 31, 2010 8:43 pm

Quoting ogre727 (Reply 24):
Quoting RICARIZA (Reply 23):
Quoting ogre727 (Reply 22):
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.

This is NOT what I wrote?????

My bad, I guess I selected the text to quote from Pugsley's message but mistakenly clicked on the button from yours.

Quoting pugsley (Reply 21):
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.
I miss ACES, I am proud of AVIANCA & I am loyal to AMERICAN
 
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vhqpa
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Thu Sep 02, 2010 11:44 am

I had a similar experience on LA last year. I was flying AKL-BNE but decided to go via SYD after as the fare was excellent. I arrived at check in there was one other passenger in the J queue there must of been a huge problem as I was waiting for about 10 minutes while about 15 or so Y class passengers had all gone though by then even then I didn't get a priority tag on my bag. I used the The Qantas Club lounge which was excellent. Boarding was free for all very unorganised. The hard product was exceptional I really enjoyed the seat and slept for the rest of flight after after the hot breakfast which was lukewarm at best. I can't fault the crew they were excellent although hard to understand at times due to their heavily accented english. On arrival at SYD there was at least a half hour wait at baggage collection until the first bags were delivered I also noticed that the pop up handle on my bag broke as I couldn't raise it although thats more of a AKL or SYD ground handling problem then LA. But considering I only paid $A300 for the J ticket and they got me into SYD on time despite leaving AKL 20 minutes late I was satisfied considering what I paid. However if I paid $1000 for the flight (what J usually is on the route) I would have had a few words to LA. But next time I'd rather just fly AKL-BNE nonstop even if it is in Y then transit through SYD which wasn't exactly a smooth experience. But I must say I really did except a lot more from a carrier like LA.



Vhq.
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RICARIZA
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Thu Sep 02, 2010 6:06 pm

No answer yet. I will write again...!
I miss ACES, I am proud of AVIANCA & I am loyal to AMERICAN
 
RICARIZA
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sat Sep 04, 2010 7:55 am

Quoting abrelosojos (Reply 18):
You were significantly much calmer than me if I had NO option for a hot entree in a JCL cabin.

I know, I was quite upset, but in these particular cases, I decided to give the benefit of the doubt to the F/As about not being their fault, but a company policy (which is worse anyway)

BTW, I called LAN today and in a very rude manner the agent told me to wait another 10 days to receive an answer.
I miss ACES, I am proud of AVIANCA & I am loyal to AMERICAN
 
a300aa
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sun Sep 05, 2010 1:21 am

Honestly I dont see the the problem of not getting your first choice of meal.

You paid to get from point A to point B, and you got it.

Service is changing every single day due to LCC, and we have to get used to .

The price you paid now is not even near the price you have paid 10 years ago.
 
RICARIZA
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sun Sep 05, 2010 3:34 am

Quoting a300aa (Reply 29):
Honestly I dont see the the problem of not getting your first choice of meal.

You paid to get from point A to point B, and you got it.

Service is changing every single day due to LCC, and we have to get used to .

The price you paid now is not even near the price you have paid 10 years ago.

Wrong.. I didn't pay just to get to point A to point B, they charged me twice as much to deliver a premium product that was not delivered, that is what I am complaining about.

Taken from LAN's website:

"...In Premium Business you’ll get a level of service that few airlines in the world can provide, with a new concept of travel based on what passengers most value on their flights: the quality of their downtime and excellent service. You’ll be charmed by the friendliness of our flight attendants and more than pleasantly surprised by the exquisite menu and fantastic wine list..."

These were not delivered at all.... and let's not forget all the other issues either.
I miss ACES, I am proud of AVIANCA & I am loyal to AMERICAN
 
TBYO787
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RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sun Sep 05, 2010 5:26 am

Me too. I never had a good luck with LA. I flew many times to LIM and CCS and always there was trouble.

The F/A Attitude is permanent. The service: lousy.

Once I requested a Diabetic Meal for my Daughter and she got a Mushroom Sandwich. A Lan exclusive. In the same flight another F/A didn't want my daughter to get her Insulin shot, because she did know if that was insulin. Of course I send her to check the chickens, but almost get in trouble for her ignorance.

I got so many complaints on LA that decide not to use them again to LIM and CCS.

Regards,

TBYO787
 
OP3000
Posts: 343
Joined: Thu Jun 25, 2009 5:45 pm

RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sun Sep 05, 2010 5:50 am

Nice TR - we can learn as much from the bad experiences as from the good.

Quoting RICARIZA (Thread starter):
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).

The MIA DL lounge is one of their newest and sharpest looking. And generally I like the DL lounges more than AA and others - I actually like the fact they are more self-serve than the AA lounges where you often have to deal with some reluctant employees. The lounges are typically smaller, which along with the lower labor costs permits them to have more locations and offer free alcohol.

Quoting RICARIZA (Thread starter):
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).


That is ridiculous - particularly on flights in a region and to a country in this case where coffee is a fundamental sticking point. And the problem with LA is that due to their FA's generally cold, dry attitude when something goes wrong they just don't have the people skills or attitude to make it better for the passenger.

By the way, I tend to react the same way in terms of customer service issues...can't hide the displeasure!

Quoting RICARIZA (Thread starter):
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.

Would be curious to know if you do.

Generally, the people I know who like LA's service style are those used mostly to USA carriers - which on average tend to have personnel that is as equally as cold but with an inferior product on top of that. I really don't know many non-Chileans in the region who like LA's service.
 
RICARIZA
Topic Author
Posts: 2029
Joined: Sat Apr 02, 2005 7:56 am

RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sun Sep 05, 2010 9:31 pm

Quoting OP3000 (Reply 32):
And the problem with LA is that due to their FA's generally cold, dry attitude when something goes wrong they just don't have the people skills or attitude to make it better for the passenger.

You are absolutely right.

Quoting OP3000 (Reply 32):
I really don't know many non-Chileans in the region who like LA's service.

Never saw it this way, now that you mention it, neither do I..
I miss ACES, I am proud of AVIANCA & I am loyal to AMERICAN
 
777jaah
Posts: 852
Joined: Thu Jan 05, 2006 11:38 pm

RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Mon Sep 06, 2010 5:39 pm

I've flown LA only once, BOG-MIA-BOG in Y. Let me said only this It seems I got better service, and a better crew that you in J.

Quoting a300aa (Reply 29):
Honestly I dont see the the problem of not getting your first choice of meal.

You paid to get from point A to point B, and you got it.

Big mistake. I pay to get from point A to B in a LCC. Sometimes I consider that policy in legacies with LCC prices. But he paid J class, which involves a different type of deal than just a simple a plain form of transportation. For that matter, he could paid Y class, had the same result in terms of transportation, but probably, better service than what he got. So, is not only a thing of being taken from point A to B, is about receiving what you paid for, and that's some decent service, not this crappy LCC stuff.

Quoting RICARIZA (Thread starter):
Sir, we are out of hot entrees. I only have a plate with cold cuts".
Quoting RICARIZA (Thread starter):
but when I tried the coffee, it was very cold
Quoting RICARIZA (Thread starter):
we are out of coffee

Shame on LA, considering is a 7am departure!!!!!. They should know better,.


Any news on LAs customer service??

Thanks for sharing.



777jaah
Next flights: AV BOG-ADZ-BOG, AV-UA BOG-IAD-ORD-IAD-BOG, BOG-FLL-BOG, LA BOG-MIA-BOG J
 
jeffrey1970
Posts: 1243
Joined: Sat Apr 07, 2001 1:41 am

RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Mon Sep 06, 2010 6:47 pm

Quoting RICARIZA (Reply 11):
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?

I did not know that since I am not a coffee lover. However, you do make a good point. I do not think I have ever heard that on an airplane.
God bless through Jesus, Jeff
 
lanperu
Posts: 602
Joined: Fri Jun 29, 2001 1:17 pm

RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Tue Sep 07, 2010 6:10 pm

LAN - El Encanto de Volar (Porque no te queda otra!   

Out of the few times that I have flown LA both long-haul and regional, I think I had ONE consistent flight. Besides the actual hard product, the service in Y seemed "warmer". I know airlines usually have the more senior cabin crew in premium cabins, but these FAs were young...

And if there is one thing I HATE is when they deliver better service to the airline non-revs and their families, and pretty much forget that there are customers on the flight. And I think it is absolutely ridiculous that you basically get treated better if you are a spanish speaker.

[Edited 2010-09-07 11:13:09]
 
abrelosojos
Posts: 4050
Joined: Sun May 29, 2005 6:48 am

RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Wed Sep 08, 2010 2:47 pm

Quoting LanPeru (Reply 36):
And if there is one thing I HATE is when they deliver better service to the airline non-revs and their families, and pretty much forget that there are customers on the flight. And I think it is absolutely ridiculous that you basically get treated better if you are a spanish speaker.

= Welcome to Latin America. The first part, I agree 100% with. I am not quite sure that you get "better service" if you're a Spanish speaker - it's more because 75% of the crew on most Latin airlines have miserable command of English, and so they feel comfortable with Spanish. A myopic education system like ours, and an insular culture (besides, the love-affair with the U.S.) helps sustain this ... but again, this is my personal take on it.

Quoting OP3000 (Reply 32):
Generally, the people I know who like LA's service style are those used mostly to USA carriers - which on average tend to have personnel that is as equally as cold but with an inferior product on top of that. I really don't know many non-Chileans in the region who like LA's service.

= Look. Many of us in Latin America do NOT have a choice. On many routes, it is the predictability of schedules of Lan vs. no competition, or weak competition. LAN Chile has been able to exploit this perfectly (sort of like LH on the world scale). They are a mediocre airline, but we don't have a choice.

Personally, I would fly an U.S. airline over LAN Chile anyday - and I really hope Brasilian law doesn't allow the LATAM meger ...

Quoting RICARIZA (Reply 28):
I know, I was quite upset, but in these particular cases, I decided to give the benefit of the doubt to the F/As about not being their fault, but a company policy (which is worse anyway)

BTW, I called LAN today and in a very rude manner the agent told me to wait another 10 days to receive an answer.

= Compadre, you thought LAN was bad in the air ... their call center customer service absolutely suck! I have an Indian friend of mine who is a "Commodoro" - they have not been able to figure out how to send his credentials to India - after he changed his mailing address to the U.S., they still have not been able to do anything. He has called them over 30 times - I kid you not. And, countless email exchanges. LAN is thoroughly incompetent. And, I hope you get a better answer ...

Saludos,
A.
Live, and let live.
 
777jaah
Posts: 852
Joined: Thu Jan 05, 2006 11:38 pm

RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Wed Sep 08, 2010 3:50 pm

Quoting LanPeru (Reply 36):
I know airlines usually have the more senior cabin crew in premium cabins, but these FAs were young...

I know. Last May I flew AV in J to LAX, and on the way back, the seior FA sat with and we chatted about AV history. Got to say it was a pleasant flight, since she has been with the airline since the 747 service to FRAn and CDG......Anyway, don't have to tell you how nice she was serving and helping everyone, and it was a 7 hr flight.


777jaah
Next flights: AV BOG-ADZ-BOG, AV-UA BOG-IAD-ORD-IAD-BOG, BOG-FLL-BOG, LA BOG-MIA-BOG J
 
OP3000
Posts: 343
Joined: Thu Jun 25, 2009 5:45 pm

RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Wed Sep 08, 2010 7:26 pm

Quoting 777jaah (Reply 34):
For that matter, he could paid Y class, had the same result in terms of transportation, but probably, better service than what he got. So, is not only a thing of being taken from point A to B, is about receiving what you paid for, and that's some decent service, not this crappy LCC stuff.

I could not agree more - especially regarding J class.

Quoting LanPeru (Reply 36):
LAN - El Encanto de Volar (Porque no te queda otra!   

Haha...I find that comment funny, particularly given your screen name 
Quoting abrelosojos (Reply 37):
= Look. Many of us in Latin America do NOT have a choice. On many routes, it is the predictability of schedules of Lan vs. no competition, or weak competition. LAN Chile has been able to exploit this perfectly (sort of like LH on the world scale). They are a mediocre airline, but we don't have a choice.

That's my point of view. CM plays by somewhat the same playbook also, but their service gets more of a pass since they don't have long-haul routes nor much of a premium hard product.

Quoting abrelosojos (Reply 37):
Personally, I would fly an U.S. airline over LAN Chile anyday - and I really hope Brasilian law doesn't allow the LATAM meger ...

There I don't agree. Perhaps the only better thing about US airlines is that you do have a choice amongst the many, but they are pretty much all as much and in a lot of ways more mediocre in terms of the on-board experience.

Quoting abrelosojos (Reply 37):
= Compadre, you thought LAN was bad in the air ... their call center customer service absolutely suck! I have an Indian friend of mine who is a "Commodoro" - they have not been able to figure out how to send his credentials to India - after he changed his mailing address to the U.S., they still have not been able to do anything. He has called them over 30 times - I kid you not. And, countless email exchanges. LAN is thoroughly incompetent. And, I hope you get a better answer ...

Actually, a big part of their "call center" now consists of reps working from home with a VOIP line. Not that it should matter, but when their standards are already low that probably is not the best way to ensure higher consistency and quality.

Quoting 777jaah (Reply 38):
Got to say it was a pleasant flight, since she has been with the airline since the 747 service to FRAn and CDG......Anyway, don't have to tell you how nice she was serving and helping everyone, and it was a 7 hr flight.

Those kind of personal touches are harder to find these days, although still part of the culture at certain carriers - AM and AR also come to kind.
 
lanperu
Posts: 602
Joined: Fri Jun 29, 2001 1:17 pm

RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Thu Sep 09, 2010 3:03 am

Quoting OP3000 (Reply 39):
Haha...I find that comment funny, particularly given your screen name

  I know isn't it ironic? I am merely showing some tough love, when I made this screen name it was back in like 2000? Or something when LAN Chile was really pulling out all the stops and delivering a level of service that was really never part of any latin american airline's hard or soft product. Don't get me wrong, I'm still a fan of the airline, but like many businesses on the continent, they offered something new and great, but as they built a loyal customer base they also slowly declined. I remember when I flew LAN's A340 for the first time and the A320 (LanPeru) domestically, I was in awe. I LOVED it, but it has changed and it shows.

The "call-centers" are a nightmare when it comes to customer service, I remember calling one time and I was like "Are there any seats left on LA601 (LAX-LIM) ?" and the guy was like..."Are you going to buy a ticket?" and my response was "I would like to, but I was wondering if there are any seats left, and if there are, are there any last minute specials?" He simply went on to say that he could not tell me because there was no way to find out. I was like ???, then I asked if I went to the airport could I find out? And he told me that he couldn't tell me that. So by this time I was a convinced that I was not going to get a response from him so I asked him if he could transfer me to a supervisor, and he said no, that it was impossible. And I asked if there was ANYONE that might know a little more, he said, no that it would be impossible. And so Finally I insisted on a supervisor and he disconnected the call! I was so shocked but gave him the benefit of doubt, and called back. Of course I happened to end up in his queue AGAIN and he went on to tell me that the information that I was asking for was IMPOSSIBLE to get, he kept insisting on IMPOSSIBLE and that he would not transfer me to anyone.... Finally I gave up and asked for his name and he told me that he could not give me it... That is utter BS because I have actually had agents give me their e-mail so that I could send them an authorization letter scanned, when I was buying my mom's ticket online but she was the only one traveling and I was paying the ticket...just goes to show you how inconsistent the service can be. On the flip-side, LAN will always deliver a solid "hard" product - i.e. Comfortable SEATS and a new PLANE, but food and cabin crew are always a gamble.

My apologies for high-jacking the thread, but I still enjoyed the report very much and I liked the pictures. Because at the end of the day, LAN will always have a spot in my heart, even with little issues here and there.
 
777jaah
Posts: 852
Joined: Thu Jan 05, 2006 11:38 pm

RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Thu Sep 09, 2010 1:44 pm

Quoting abrelosojos (Reply 37):
I would fly an U.S. airline over LAN Chile

Ohhhh, hold your horses......with all due respect (considering your expertise is well above mine in terms of travelling and experiencing different products) I wouldn't go that far. If you ask me, what LA is almost looking like a legacy american carrier, but with an extremly nice hard product. That might be the reason many americans feel surprised when they try them, but still, service might be to the level of any american legacy.

Quoting OP3000 (Reply 39):
CM plays by somewhat the same playbook also, but their service gets more of a pass since they don't have long-haul routes nor much of a premium hard product.

I have mixed fellings about CM, and I've tried them in Y a couple of times. I really love their punctuality, how professionaly they handle their PTY hub and the efficiency in their system. Ahhh, and compared to BOG, transiting through PTY is always nice. But that's about it, because their FAs give a new meaning to robotic service, crappy IFE (or lack of it), tight seat pitch, and very mediocre inflight snacks. But their network has given me many opportunities to go from BOG to other places that otherwise would've required to go to MIA and then take something like NK or AA, which I have to say, are on the bottom of my list. Anyway, next month I will take CM once again on a family vacation, so I'll try to make a TR on this route: BOG-PTY-PUJ-PTY-BOG (las leg with sister P5).

Quoting LanPeru (Reply 40):
My apologies for high-jacking the thread

What?? This whole thread is about exposing LA inconsistent soft-rpoduct, so I guess its OK with me.   


777jaah
Next flights: AV BOG-ADZ-BOG, AV-UA BOG-IAD-ORD-IAD-BOG, BOG-FLL-BOG, LA BOG-MIA-BOG J
 
ogre727
Posts: 514
Joined: Thu Feb 24, 2005 9:43 pm

RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Thu Sep 09, 2010 2:11 pm

I find this thread so bizarre... it's as if you all were talking about a different airline than the one I know... I am not from Chile, but lived there for 4 years... I hold a Commodoro status, but not for flying on LAN only... I have used regularly Qantas, Cathay Pacific, American Airlines, Japan Airlines, Iberia, British Airways and LAN over the past 2 years... and I have to say that I have only found better service than LAN in Cathay Pacific of all the previous list... and if I include non OW carriers I also think that LAN had no worse service than that of LH, AF, KL or LX.... so I don't know... I am not discrediting your opinions... I just find them incredibly bizarre. I know some of you are like a pendulum and go from total hate to total love.... but that's valid too.
I am between the devil and the deep blue sea
 
RICARIZA
Topic Author
Posts: 2029
Joined: Sat Apr 02, 2005 7:56 am

RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Thu Sep 09, 2010 8:10 pm

Quoting ogre727 (Reply 42):
I just find them incredibly bizarre. I know some of you are like a pendulum and go from total hate to total love.... but that's valid too.

I understand what you are saying. As I said before and meaning to be objective here, I have to say that I am not a fan of LAN, but their service has been good, that is why is so shocking to see how they have lost their touch. They have never been warm, but they were consistent with their J product and since the end of last year (as personal account) I have seen a vast difference (negative) that seems to be confirmed by the posts on this thread.

Quoting LanPeru (Reply 40):
My apologies for high-jacking the thread,

Not at all...

Quoting 777jaah (Reply 41):
What?? This whole thread is about exposing LA inconsistent soft-rpoduct, so I guess its OK with me.   

Hehe, yeah!
I miss ACES, I am proud of AVIANCA & I am loyal to AMERICAN
 
AR385
Posts: 6763
Joined: Fri Nov 07, 2003 8:25 am

RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Fri Sep 10, 2010 1:56 am

Quoting abrelosojos (Reply 37):
The first part, I agree 100% with. I am not quite sure that you get "better service" if you're a Spanish speaker - it's more because 75% of the crew on most Latin airlines have miserable command of English,

Although I agree with your statement, I´d qualify it, because various important airlines like AM, MX, JJ, AV, CM, and most of LAN do speak excellent English. In my experience the English on AR, VivaAerobus, Gol, Pluna and TACA is pretty unintelligible. I would think that in most cases, that maybe due to the lack of international exposure of the crews on those airlines. But there´s no excuse for an airline like AR or TACA to basically be monolingual. And I apologize, I stil can´t get used to the fact that MX is gone.

Quoting abrelosojos (Reply 37):
Personally, I would fly an U.S. airline over LAN Chile anyday - and I really hope Brasilian law doesn't allow the LATAM meger ...

It depends. I would certainly fly AA´s 777´s J or even CO´s 777 J but not their 767´s for example. But not the other American carriers over LAN. And I definitely agree with you in the need for that merger to not be allowed to proceed. It would create a terrible LATAM virtual monopoly and the only one hurt will be the consumer. Plus, the service on TAM can´t be compared to that of LAN at all. TAM´s up there with Cathay and SIA.

Quoting ogre727 (Reply 42):
I have used regularly Qantas, Cathay Pacific, American Airlines, Japan Airlines, Iberia, British Airways and LAN over the past 2 years... and I have to say that I have only found better service than LAN in Cathay Pacific of all the previous list... and if I include non OW carriers I also think that LAN had no worse service than that of LH, AF, KL or LX.... so I don't know...

In the case of Iberia, I agree with you. But you will find better service on a Greyhound bus than on IB. I cannot believe, however, that you found better service on LAN than on QA, CX, JL, LX and BA. on any class. Maybe the Y service on AF, and KL is lousier than on LAN, but definitely not their C product. I do respect your opinion, but I´ll pass on agreeing.

Quoting 777jaah (Reply 41):
I have mixed fellings about CM, and I've tried them in Y a couple of times. I really love their punctuality, how professionaly they handle their PTY hub and the efficiency in their system.

That´s how I would describe CM. Their problem, is that they don´t distinguish in their J product between a 3 hr flight and an 8 hr one. That is the main reason that, although convenient, I´ve chosen not to fly them to EZE, SCL, COR or GRU. Those flights on their J class in a 737-700 or 737-800 must be torture, but also a waste of money.

Quoting RICARIZA (Reply 43):
As I said before and meaning to be objective here, I have to say that I am not a fan of LAN, but their service has been good,

True. It´s been constantly declining, though, as you found out.
 
ogre727
Posts: 514
Joined: Thu Feb 24, 2005 9:43 pm

RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Fri Sep 10, 2010 12:19 pm

Quoting AR385 (Reply 44):
In the case of Iberia, I agree with you. But you will find better service on a Greyhound bus than on IB. I cannot believe, however, that you found better service on LAN than on QA, CX, JL, LX and BA. on any class. Maybe the Y service on AF, and KL is lousier than on LAN, but definitely not their C product. I do respect your opinion, but I´ll pass on agreeing.

But I did... I even wrote a trip report about it (round the world in 3 weeks, or there was another one around the world one, in two weeks). QA, BA, JL were worst than LAN ... CX was much better but I did state that above.

I am curious to understand why you pass on agreeing... have you actually flown on these consistently in the past say... two years to make such a statement? And I am not trying to be all snotty, cuz if you have flown on all of them then I have to respect your opinion, but if you haven't, then it all boils down to perception... I mean, some people in this forum fly a lot, but will use an airline once or maybe twice on a specific class in a period of 5 years... so how valid is that opinion on that carrier? I am not saying is completely unvalid, but certainly less so than someone who's flown them at least once each three months... wouldn't you agree?
I am between the devil and the deep blue sea
 
RICARIZA
Topic Author
Posts: 2029
Joined: Sat Apr 02, 2005 7:56 am

RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sat Sep 11, 2010 12:11 am

Quoting AR385 (Reply 44):
True. It´s been constantly declining, though, as you found out.

Absolutely, at the point that I am traveling to BOG again in a few days and even though their price is a little more convenient ($50), I definitely will not use them. I just purchased my ticket in AV which is getting better and better. Expect a very objective TR on AV.

LAN is not the airline it used to be and I am tired of bad customer service, get frown upon from F/As to any request and a cheap J Class.
I miss ACES, I am proud of AVIANCA & I am loyal to AMERICAN
 
AR385
Posts: 6763
Joined: Fri Nov 07, 2003 8:25 am

RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sat Sep 11, 2010 3:30 am

Quoting ogre727 (Reply 45):
I am curious to understand why you pass on agreeing... have you actually flown on these consistently in the past say... two years to make such a statement?

In the past two years I have flown on: BA, IB, QA, CX, LX, AF, KLM, LAN and others. Not on JL and not on SIA. However, the fact that I have not flown on a carrier does not impede me from having and opinion on them. What is the good of Skytrax, People´s Choice Awards, JD Power etc. etc., and the trip reports on this site then? Why did you write about your 3 week trip? Do you know that a few airlines monitor these reports here?

If you are saying that the only way to have an opinion about an airline is by flying on them, consistently and within a certain period of timee, you just eliminated among other things, one of the main reasons for the existence of this forum.

[Edited 2010-09-10 20:46:17]
 
RICARIZA
Topic Author
Posts: 2029
Joined: Sat Apr 02, 2005 7:56 am

RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sat Sep 11, 2010 11:03 pm

Still no answer. I don't expect they will ever contact me.
I miss ACES, I am proud of AVIANCA & I am loyal to AMERICAN
 
aces727
Posts: 143
Joined: Sat Oct 01, 2005 10:40 pm

RE: LAN Airlines: MIA - BOG - MIA (Business Class)

Sat Sep 11, 2010 11:11 pm

Hola Ricardo!

Unfortunately not a good experience!

Thanks for sharing! and thanks for uploading the current status of the new terminal in Bogota.

Saludos!

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