JordanD - 10/01/2012 14:21 GMT
The flight was from MAD-LIM on a B767-300ER from Madrid's T4S. It was taken in late September 2011.
CHECK-IN
I was connecting off a British Airways flight from LHR, so I was "checked-in" at LHR. For reasons unknown, although the flight (and onward connection to Cuzco in Peru) were on one ticket, BA were only able to check my luggage as far as LIM and only able to provide my first boarding pass.
Additionally, the inbound flight from London was delayed due to a technical issue, so my party of 9 were getting quite anxious at our ever decreasing connection time in Madrid. Although Oneworld assistance was promised, none was forthcoming as we emerged into the terminal, and so screens were checked and the group headed off (at speed) to the gate where LAN had already finished boarding.
We were greeted by the gate staff with an incredulous look when we asked for our boarding passes - passes they eventually gave to us. Not the best start to a two week holiday. Disappointingly, we were not sat together (as was requested).
BOARDING
Our party of 9, along with 3 others connecting in from Iberia's flight from LHR were the last to board. The crew were awaiting us (although not our luggage) and once on board, it wasn't long before we getting ready for push back. The crew came down both aisles of the length economy cabin offering eyemasks and ear plugs to all in advance of our 0045 departure.
THE SEAT
For those who are regulars on the BA 767s, the LAN version comes as a bit of a surprise. Not only are the emergency exit doors akin to those found on a narrowbody, rather than being full sized doors, but the economy cabin stretches the majority of the plane without any mid-plane galleys to break up the space.
Configured as 2-3-2 in economy, I was sat in 32B. The IFE and tray table are attached to the seat in front, and the leg room was plenty enough to allow me to swap my hiking shoes for something more comfortable for the 12hr flight. The seats provide inflight power (I took a converter, but US and EU pins seem fine) and and there is a handy cup holder for drinks - plentiful water on the overnight flight was crucial.
THE FLIGHT
Once pushed back and after the inevitable long taxi at MAD, we were away on a 'direct' routing over to LIM in South America. I was dozing through take-off until the lights came on, and was expecting plenty of sleeping time on during the flight (scheduled to take close to 12hrs). The service by the crew seemed very procedural, and quite slow - it shouldn't ever take until 2.5hrs into the flight to remove trays from the meal service (which, it must be said was excellent - although this could be to do with not being fed on the LHR-MAD leg).
Once the lights were turned down, the only problem was the aircraft temperature. The front of the economy section was cool, the middle comfortable and the rear (where I was sat) was like a sauna.
With it being a full flight, there was no opportunity to swap seats and the crew seemed unable or unwilling to attend to the problem despite it being reported by myself and other members of my group. Water-passes seemed very ad hoc, and there did seem to be some resentment at people coming to the back galley (the only galley in economy) to obtain extra fluids.
The IFE was the redeeming feature - it was excellent and second bar none in my recent experience (beating even the one used by Cathay Pacific). Simple, easy to use, with a fairly wide selection of movies (lots of Spanish/Latin American films, plus a good selection of Hollywood fodder), some TV series (crucially, more than one episode of a series) and possibly the largest selection of music in the sky. Top marks and one that other airlines should definitely think of taking on board (take note Iberia).
Disappointingly (considering arrival was to be before 5.30am), the lights were turned on for breakfast far, far too early (equivalent to just after 3am Lima time) and breakfast itself wasn't what you'd expect at the back end of 12hr flight. The second meal, should be a proper one, or at least offer an element of choice - a weak ham/cheese toastie wasn't really it.
ARRIVAL
Although connecting onto another LAN flight in Peru, our luggage had only been tagged as far as Lima, so combined with the need to clear immigration/customs, we headed to the baggage reclaim. And waited. And waited. Until the belt stopped - only were we able to collar a LAN employee, who sheepishly informed us that the luggage was still in Madrid. Worse was to follow: they would be there for at least a day, despite an Iberia flight departing 8hrs after us - it seemed no one in Madrid cared about 12 large looking trek bags!
LAN refused to provide any help, support, or "first needs" bag - stating we could only get things if the luggage didn't arrive within 24hrs. The luggage did eventually turn up - 30hrs later, at our first stop on our journey in Peru, but by then, we'd had to bite the bullet and get things.
VERDICT
In so many ways, LAN did things right: good seats, excellent IFE, nice food. And in so many ways, they failed miserably - crew who were not responsive, slow service and baggage farce. Would I fly them again - on the balance, yes, but only once they buck up their act and improve.
