[Ren]

I have recently had a similar experience: not once, but twice - the first time with LAN, the second with TAM (although a LAN controlled flight).

I attempted to buy a ticket via lan.com in early December, but experienced several issues navigating their website - choosing instead to call their Call Centre for assistance. They took all of my details, including credit card - and deducted money 2 days later. I never received the itinerary/confirmation.

I rang the Australian Call Centre to lodge the complaint and was provided with a reservation code and email address and was asked to send a copy of my CC statement (I should note that I also included copies of my CC and my passport as supporting documentation); without a response. Two days later, I sent an email again asking for an ETA, and the next day - forwarded the information again. All three emails went without a response.

I then went to their office (the day before the flight) in Guayaquil (Mall del Sol) and spoke with a girl there - I also took a Spanish speaker with me (my Spanish is good, but when I am upset/angry - it becomes a little difficult) - again without help - although they did acknowledge that their Call Centre was experiencing technical difficulties that day. I visited the office again that day AND rang the Call Centre again; all without help/assistance/resolution.

The next day I went to the airport and tried to fix it there - without success, I missed the flight (without my friend with whom I should have been flying) and had to find another hotel for the night.

I was then told that the only solution was to purchase another ticket the following day - which I did failing to find another avenue. I have since lodged a complaint via their website and followed up with 2 additional visits to the LAN offices in Vina del Mar: my case is currently 'assigned' althought their site does not indicate what this means exactly nor does it provide an ETA on the solution.

So - then needing a flight between SCL and GRU, I purchased a ticket through tam.com (not wanting to deal directly with LAN again). This time, they took the money AND issued me with an email confirmation but again - the ticket did not exist and I was, once again - forced to purchase another ticket: this time almost $350 more than the original purhcase price. I have submitted a complaint via their website (I think) which was how I was told to chase the issue - but as it is all in Portuguese, I am not entirely sure of how successful my complaint has been. That is one language that I don't speak...

I was told by the sales girl that I am not the only one that this has happened to (admitting fault?) and that the problem appears to be with the TAM website.

So, I have purchased 4 tickets, for 2 flights at an expense of +$4000 AUS...

In each case, my bank has confirmed that the money has been accepted by LAN/TAM...

Has anyone ever received their money back?