We were separated but on the plane at least. We eventually spoke to a supervisor who advised this was common practice for LAN and other airlines, so how about contacting us BEFORE we arrived at the airport given we had provided all our contact details.įinally got on the place as we had someone with us who could speak Spanish. Absolute confusion, no process whatsoever to deal with this situation. We were offered some sort of compensation - a voucher for future travel - as if we would fly with them again! The flight was scheduled to depart at midnight and we were standing in a makeshift queue waiting for volunteers to be bumped. We were suspicious when the LAN app and the website refused to allow us to checkin up to 48 hours earlier. People who could speak Spanish were given preference and were given boarding passes even though they had not printed them off and clearly had not checked in onl. We were told of this by someone who could not speak English, they refused to put us on the place even though tickets were bought and confirmed over 3 months earlier. Flight from Santiago to Sydney was oversold. Food was the worst ever, do yourself a favour and eat before you fly if you dare go with them. I have flown extensively on many airlines and vote this one as absolutely terrible. Never, ever will we fly with this shoddy airline. We felt that we have been scammed into purchasing new tickets. It turned out we could have gone on standby but this information was not made clear to us because of the poor customer service officer speaking mainly in Spanish and not English to the other passengers. After much discussion with airline personnel we were sold tickets for the next day to return home to Australia. Interestingly they took our baggage off the plane along with other passengers baggage all without making any announcements. There were no announcements asking for late passengers for the flight. Upon arrival at this other gate we were advised the flight had been closed off five minutes earlier and we were unable to. We were advised the flight was departing from another gate. When we tried to board our flight the indicator panel showed a different destination. ![]() Unbeknown to us and several other passengers the gate number had changed. We noted the gate number and went to that gate waiting for our flight. We checked in and received our boarding passes. ![]() We were booked on flights from Santiago to Brisbane.
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