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Business Profile

Airlines

Lan Chile Airlines

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:09/30/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    It all started on August 5, 2024 when I took my family members fot thier flight at ***. Their flight was at 12:05. We arrived at 10 am. I went to check in their luggage and they told me that it was a little over one kilogram over the weight. I asked them how much it would be to pay for that One kilogram and she said six dollars. So I paid it but I did not check how much she charged me since she had said 6 dollars. After that I took them right away to the elderly waiting area. They were going to take my 89 year old granmother on the plane. When 11:30 hit I started to get worried because they still had not taken my grandma and aunt to the plane. The Flight Attendant called me twice and I told them that I was in the area for elderly people. I told the person attending the waiting area that it was almost time for the plane to leave. She just told me that I had to wait our turn. It wasn't until the third call that the people attending the elderly people finally took my Grandma to the plane, but by then it was too late. My grandma and my aunt missed the plane and I had to return the following day. They were able to get me another flight on the following day. Besides this inconvenience, about a week later I found a receipt for a one hundred dollar charge in my pocket. The only thing that I had paid for was for the charge of one kilo extra in the luggage, she had never said that it was a hundred dollars. She had said that it was $6. When I contacted the airline asking about this charge. They said that that was the price 5 kilos over the limit and that there was no reason for a refund because my luggage had gone 5 kilos over not the 1 that they had originally told me. If it had been $100 I wouldn't have paid that amount I would have found moved the luggage around to keep under the limit. All of this caused me a lot of stress and to lose time and money on things thar were their fault.

Lan Chile Airlines is NOT a BBB Accredited Business.

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