| Review: |
RUDE TO IMPAIRED BUT FAITHFUL PASSENGER
I used to be a great fan of LAN ever since I came to live in Chile over 17 years ago. I even made what I thought was friendly relations with several people in management, to whom I would faultlessly send a detailed trip report after each flight. I had been seeing deterioration in service at various levels for some time, but this was more than confirmed when I flew back to Santiago from Montevideo (in Uruguay) in mid-June. Just before boarding the outward flight 5 days earlier, I had suffered a double fracture in my shoulder (not LAN's fault) which was not properly diagnosed at the iarport clinic, so I did not cancel my trip. Three days before the return leg, I advised the airline that I would require some assistance for the return journey. None was provided, and when I insisted, a duty clerk said I was to blame for not putting the request in the "original booking" (which was made 12 days before my mishap!), and dismissed me rudely..This was not the worst of it. When I reported the story to some 8 or 9 senior and mid-level management, as well as through the usual customer service procedure, not a single one of those "friends" even ackowledged the complaint, despite three chasers. I have now written to the CEO and the chairman. Let us see what happens. What a pity, as it was about the only service company in Chile that was decently run in the past. |
