Lan Chile moves Syd to Akl departure by 2h and did not inform passenger

[smart1999]

We're booked on LAN for Christmas to Auckland and then on a separate ticket to PPT on NZ. When I made the booking earlier this year, I intentionally left 3.5h in AKL to avoid any issues with connecting and re-checking bags etc. Today I noticed on the QF website that the LAN flight now departs 2h later making it a tight 1.5h connection in AKL for us. LAN does have our email and phone number in the reservation as I can see on the LAN website (ticket booked via LAN website) but they did not inform us of any change. Also, if you try to book a one-way SYD-AKL on the Lan website for any date in December not a single date is available.

I booked the tickets with our Plat Reserve AMEX, so believe we would be covered for travel delays but the problem is that flights to not depart to PPT every day and this would cut into our Xmas holiday if we end up stuck in Auckland for a few days.

Should I be worried about it at this stage? Has anyone any experience with the travel delay cover of the AMEX Plat Reserve cards? Would they rebook us onto the next available flight or does it only cover us for hotel and meals and potentially this would mean we have to buy 3 new tickets AKL-PPT? I don't have good experience with using the "free" insurances on my AMEX card. Just got a claim for "refund protection insurance" declined by them. Would it be too late to get travel insurance now for this trip from an insurance? My original etix obviously still has the old times on it and even with the change I guess it could be doable in 1.5hours although around Xmas time I have sometimes waited 1h just to get through customs in AKL, so I think there is a high chance we will not make the connection with our bags.

Does LAN have really no responsibility if they change their departure times by 2h? Any chance they would rebook us onto the QF flight which leaves almost at the same time as the LAN flight used to depart?

 

[Mattg]

I would ask to be moved to the QF flight that leaves at the same time as you originally booked. I don't think that would be unreasonable in your circumstances, but who knows if they'll allow it.

 

[smart1999]

I would ask to be moved to the QF flight that leaves at the same time as you originally booked. I don't think that would be unreasonable in your circumstances, but who knows if they'll allow it.

Probably the best option although I was never successful getting any airline to do this (although this was usually on award tickets and this one is a paid ticket). One other option could be that if I get in writing from LAN that they will check our bags through to PPT on NZ, then I think the 1.5h should be enough in AKL for the transit. But it would probably be safer to get rebooked onto the QF flight leaving at 10am (original departure of LAN was 9.50am).

 

[opusman]

You could always ask LAN to move you to the day before and spend the night in AKL.

 

[Milboo]

LAN are well known for changing their flight times around.

 

[JohnK]

Does LAN have really no responsibility if they change their departure times by 2h? Any chance they would rebook us onto the QF flight which leaves almost at the same time as the LAN flight used to depart?

If LAN do not assist would a refund be of any use and can you book the Qantas flight cheaply?

 

[smart1999]

If LAN do not assist would a refund be of any use and can you book the Qantas flight cheaply?

Unfortunately not because the QF flight only has flexible tickets lefts now.

Changing flight times is Ok as long as they assist with rebooking if they stuff up your holiday plans...not sure how well known this is for LAN

 

[Mattg]

Unfortunately not because the QF flight only has flexible tickets lefts now.

Changing flight times is Ok as long as they assist with rebooking if they stuff up your holiday plans...not sure how well known this is for LAN

I've found LAN to be great in the air, but shockingly bad on the ground. Their call centre in South America isn't something I would want to have to deal with again. Nevertheless, good luck!

 

[kpc]

If all else fails, can you do carryon only?

 

[ozbeachbabe]

We're booked on LAN for Christmas to Auckland and then on a separate ticket to PPT on NZ. When I made the booking earlier this year, I intentionally left 3.5h in AKL to avoid any issues with connecting and re-checking bags etc. Today I noticed on the QF website that the LAN flight now departs 2h later making it a tight 1.5h connection in AKL for us. LAN does have our email and phone number in the reservation as I can see on the LAN website (ticket booked via LAN website) but they did not inform us of any change. Also, if you try to book a one-way SYD-AKL on the Lan website for any date in December not a single date is available.

Separate tickets on different airlines in opposite alliances durings Christmas holidays and you almost have the perfect storm. When it comes to schedule changes NZ are just as bad as LAN particularly on flights to places like PPT & RAR so there still could be further changes between now and when you travel. It's a good idea to leave the day prior when you have separate tickets to allow for any potential hiccups.

I booked the tickets with our Plat Reserve AMEX, so believe we would be covered for travel delays but the problem is that flights to not depart to PPT every day and this would cut into our Xmas holiday if we end up stuck in Auckland for a few days.

Should I be worried about it at this stage? Has anyone any experience with the travel delay cover of the AMEX Plat Reserve cards? Would they rebook us onto the next available flight or does it only cover us for hotel and meals and potentially this would mean we have to buy 3 new tickets AKL-PPT? I don't have good experience with using the "free" insurances on my AMEX card. Just got a claim for "refund protection insurance" declined by them.

I would not rely on travel insurance protecting you as I believe the 'missed connection' clause only covers you once the journey has commenced - not when you get advance notification ahead of time that the times have changed despite the fact that you found out of the time change accidentally. The travel insurance may not even cover you in that instance if you have separate bookings so I would read the PDS thoroughly with respect to that scenario starting with the paragraphs "we will not pay" and go from there.

Would it be too late to get travel insurance now for this trip from an insurance? My original etix obviously still has the old times on it and even with the change I guess it could be doable in 1.5hours although around Xmas time I have sometimes waited 1h just to get through customs in AKL, so I think there is a high chance we will not make the connection with our bags.

Yes it would be too late to get insurance now if you are seeking reimbursement for a flight time change that's already happened. The insurance company won't just look at your etickets with the times on it they'll make their own enquiries with the airline as to when the schedule change came into effect. As mentioned in the above paragraph you may not even be covered for "missed connection" when you have purchased separate tickets as you have two entrirely different journeys.

Does LAN have really no responsibility if they change their departure times by 2h? Any chance they would rebook us onto the QF flight which leaves almost at the same time as the LAN flight used to depart?

They have a contract with you to take you from A to B that day. You'd need to look closely at their conditions of carriage to see if there's any specific time line mentioned for getting you to your destination. The fact that you have booked an onward flight with a different airline to another destination has no bearing on the outcome as far as LAN are concerned.

Your best bet would be to see if they'll transfer you to the earlier QF flight but if they won't do that you could ask LAN if they're prepared to fly you out the day prior on their service (assuming they fly daily). That may not be convenient to you however I'm sure it would still be more convenient than experiencing a missed connection during the Christmas Holiday season.

One other option could be that if I get in writing from LAN that they will check our bags through to PPT on NZ, then I think the 1.5h should be enough in AKL for the transit. But it would probably be safer to get rebooked onto the QF flight leaving at 10am (original departure of LAN was 9.50am).

I wouldn't bank on any airline giving you anything in writing with regard to the through checking of bags. Somehow I doubt LAN will check to NZ on separate pnrs as they're not even in the same alliance. NZ certainly wouldn't check to LAN - in fact NZ won't even through check to NZ on different pnrs!

 

[eric2011]

Remember this is LAN and they will occasionally cancel the AKL-SYD-AKL leg of the SCL-SYD-SCL flight, usually at very short notice, which means that there isn't even a flight.

 

[smart1999]

Thank you for everyone for your constructive ideas. Just wanted to update this thread with the outcome. After LAN actually made a second time change on the flight I would have been happy if they could have just checked our bags through on the NZ flight. But apparently checking bags through to another airline in a different alliance despite not costing anything is impossible. I thought this was my best bet.

However, in the end I am glad I booked an airline from a country where Christmas is highly valued. And given that we would have missed Xmas if the connection was missed in AKL they allowed us a once-off free change to our booking and rebooked us onto the QF flight departing at the original time of the LAN flight. Very very happy with the outcome and with LANs assistance and understanding. I am not sure how this would have gone down with another airline...NZ would not even assist you if you have 2 seperate tickets on their own airline!

Now onto the next challenge of this holiday which is that the Hilton Bora Bora we had booked is now closed for renovations. Yes, I'm not kidding...should have been a sign to cancel the whole trip maybe

 

[kpc]

Now onto the next challenge of this holiday which is that the Hilton Bora Bora we had booked is now closed for renovations. Yes, I'm not kidding...should have been a sign to cancel the whole trip maybe

I read someone was relocated to St Regis Bora Bora which is a huge upgrade!!

 

[hummel]

If it's already booked I think Hilton will look after you.

I stayed there in 2013 and it needed renovations then..

 

[bsb]

Thorough Ozbeachbabe, thorough and impressive

 

[scwappy]

I have flights from SYD to AKL and, as have no connecting flights, the new times are much more drink friendly ðŸ