Customer service plan
At LAN, our customers are our priority. We therefore developed a Customer Service Plan to share our commitment, to provide each and every Customer our best service, while ensuring their trip is a pleasant experience, from the reservation process until the time we deliver their luggage. Our plan is detailed ahead.
1. Lowest fares available
LAN always offers the lowest published fares available. You can find these fares at www.lan.com, through the Contact Center or at LAN's Sales Offices at aiports (a service fee applies). Fares are subject to the specific terms and conditions, as well as the availability of dates, flights and services requested.
2. Notifying passengers of delays, cancellations and changes in itinerary
LAN provides its passengers at the airport or onboard, updated information regarding delays, cancellations or the rerouting of its flights. This information is delivered either by agents at the airport or by the flight crew. They will make sure that you receive the most accurate information available regarding the length of the delay and, if possible, the estimated time of departure.
It is LAN Airlines and its affiliates’ policy to promptly inform its passengers each time there is a delay of 30 minutes or more, an early departure of 15 or more minutes, a cancellation or when a flight is rerouted modifying the itinerary. These notifications are distributed by email, SMS and/or via an automated telephone call to the phone number and/or email address provided by you at the time of the reservation. If none of these contacts is successful, one of our agents at the Contact Center will attempt to contact you directly. If you make a reservation through a Travel Agency we recommend that you include your direct contact information, otherwise LAN will contact the agency who will in turn contact you.
In addition, LAN provides updated automated information for passengers who wish to check the status of their flights at www.lan.com, LAN.com Mobile or by dialing 1(866) 435-9526, select option 1.
If a flight is cancelled or there is a delay we will make all reasonable efforts to accommodate passengers on the next available flight, if seats are available. If we are unable to take you to your final destination on the expected date and the delay or cancellation is the result of circumstances under LAN’s control, we will offer you hotel accommodation, subject to availability, and a meal. If, on the other hand, the circumstances that resulted in the delay are due to force majeure (for example, bad weather conditions) we will try to protect you on the best available connecting flight, in the same class of service purchased, in which case you will be responsible for the overnight accomodations, meals and related incidentals. If available, LAN personnel may be able to help you obtain hotel accommodations.
On certain occasions it is necessary for flights to be diverted or to land at a non-scheduled location. If possible, and if available, we will provide this information before the departure of the flight. If it becomes necessary to divert the flight after its departure, the information will be provided by the flight crew.
3. Delivery of your baggage
At LAN your flight experience begins from the moment you make your reservation and continues until the moment when your baggage is delivered or you reach a connecting flight. Therefore, our intention is to deliver your baggage on time. If this is not possible, we will make every effort to deliver your missing baggage within 24 hours following the arrival of your flight. For international flights you will be you should be compensated in accordance with applicable international conventions.
If your baggage is missing
- If you left an article onboard the aircraft, please contact our nearest Baggage Claim office.
- If your baggage did not arrive to the baggage claim area at the airport, please contact LAN personnel at the destination airport with your passport, ticket and bagggage receipt.
- If your baggage is still missing after you filed your claim, you may track your baggage online by entering your claim number and your name.
- If the information is not available please check back later or contact the airport closest to you.
- In addition, you may email at firstname.lastname@example.org or complete our online query form.
4. Ticket Refunds
Once you have submitted all the required information for a ticket refund, LAN will make every effort to process the corresponding refund in the least possible time; eligible tickets as required by 14 CFR 374.3 and 12 CFR Part 226 for credit card purchases (i.e., within seven business days of receipt of complete refund request) and within 20 days after receiving a complete refund request for cash and check purchases, including refunding fees charged to a passenger for optional services that the passenger was unable to use due to an oversale situation or flight cancellation. It is important to mention that some tickets are non-refundable so we recommend that your review the terms and conditions associated with the ticket fare purchased.
Refunds due to airport closures, flight cancellations, the death of the passenger, itinerary changes, lost ticket notices or duplicate tickets, must be processed through a LAN Sales Office or the Contact Center.
If you submit your ticket refund request through www.lan.com, even the requests previously mentioned, these will be processed in accordance with the applicable fare conditions
5. Passengers requiring special services
At LAN every one of our passengers is important, including those wih special needs for whom we provide an array of services.
Passengers with Special Medical Needs:
- Visually or Hearing Impaired Passengers
Passengers with other Special Needs:
- Unaccompanied Minors
- Pregnant Passengers
- Special Meals
- Medical Certificate for Travel
LAN provides specialized services to passengers with specific requirements; please request them at our Contact Center or at any LAN office.
People who need any kind of special service cannot check in through www.lan.com.
6. Provide our passengers with a prompt answer to their claims
At LAN, our customers are our priority. Our Customer Service Department looks forward to hearing from you and will reply no later than 15 day after receipt of your inquiry. For more information please contact us at Contact Us.
7. Oversold Flights
When a flight has more passengers with confirmed reservations than seats available, as long as you have fully complied with the ticketing and check-in requirements during the minimum required periods, LAN will request volunteers to give up their confirmed spaces in exchange for an agreed compensation. If there are not sufficient volunteers and boarding must be denied to passengers against their will, these passengers will have the right to be justly compensated, in accordance with the applicable laws which guarantee fair treatment.
8. Cancellation of ticketed reservations without penalty.
LAN allows you to cancel your ticketed reservation without penalty and by providing a full refund if: (i) you cancel your reservation within twenty-four hours of purchase, and (ii) the ticketed reservation is made one week or more prior to a flight's departure.
9. Lengthy Tarmac Delays
In support of LAN's commitment to ensure customer's safety and pleasant experience in the event of weather, air traffic control, and other factors that may result in changes in the operations at U.S. airports, LAN developed a Contingency Plan for Lengthy Tarmac Delays. LAN's Contingency Plan for Lenghty Tarmac Delay has been coordinated with the applicable airport authorities at all U.S. airports served and at designated U.S. diversion airports, including U.S. Customs and Border Protection and with the Transportation Security Administration.
Should a lengthy tarmac delay occur, if safety and security considerations permit, LAN will offer passengers beverages and a snack no later than two hours after the aircraft leaves the gate (in case of a departure) or touches down (in the case of an arrival), operable lavatory facilities, as well as adequate medical attention while the aircraft remains on the tarmac. Furthermore, every 30 minutes of the lengthy tarmac delay, LAN will provide up-to-date information about the status of the situation and will notify passengers of the opportunity to disembark at their own risk and with the risk that the flight departs without them.
10. Disclose travel itinerary, cancellation Policies, frequent flyer Rules, and aircraft configuration
LAN is committed to providing passengers clear information about LAN’s existing policies and services, including but not limited to aircraft seating configuration, the terms and conditions of the fare that applies to your travel, including cancellation policies; and aircraft lavatory availability. Such information is available to customers at lan.com and, when asked, through the Call Center and at airports. LANPASS frequent flyer program information is on our website and in materials provided upon enrollment and in updates to LANPASS members.
11. Changes to Travel Itineraries
We understand that passengers need timely information about changes to travel itineraries. If you provide LAN with your contact information, we will notify you using information in your reservation about any travel itinerary changes prior to the date of departure.