LAM

Callous disregard for passengers:

I was scheduled on LAM’s flight from Pemba to JNB on Feb 15 at 1:40PM, with my final destination being Bermuda via JFK- reservation code: P9426 and ticket # 068-4640231461-62.

LAM decided to cancel this first leg without any notice either through phone or email. I was at the airport and only found out when it was my turn to “check in” when I was informed the flight has been cancelled. We were however told there was an SAA flight going to JNB the same day- the flight would have arrived in time in JNB for me to catch my 2nd flight from JNB to JFK.

I am however not sure what transpired- but one thing we were able to confirm is that SAA had enough seat for all the 9 LAM passengers going to JNB on the 15th. It so happens though that LAM was not able to negotiate in order to get us on the flight to JNB.

I experienced for the first time a complete breakdown in customer service from your managers in Maputo who refused to get us on the SAA flight- at least that is how the staff in Pemba relayed the message to us- there is no reason whatsoever that LAM would not honor the commitment to get us to JNB especially when there was an alternative flight that could have taken us to JNB.

To make matters worse, LAM was only wiling to reschedule my flight to the following day i.e. a 24 hour delay for POL to JNB and JNB to JFK. However, I had a last leg going from JFK to BDA. I was at the LAM office for at least 5 hours to no avail.

Note that LAM’s manager’s decisions to not do the best that they could do to ensure their customers to their final destination as they planned showed a total disregard to passengers. The actions confirmed that customer service was the least of the company’s priorities and it is obviously non-existent.

My schedule was so messed up to the extent that my 16-month old child has to stay with a neighbor because my spouse is supposed to travel the following day i.e. Feb 17, since I was originally scheduled to arrive in Bermuda on Feb 16. Obviously, LAM doesn’t care, because the extra dollars that they thought they would be saving was more important than how inconvenient they made it for their customers.

I hope I am never in a situation to have to fly LAM as it should be voted worst airline.

Regards,

Terrible landing months ago in Nampula. aircraft Embraer 190. horrible food on board. Price tickets very high.