Complain about a product or service

Iberia

Carol of Flagstaff, AZ November 14, 2009

A man who was DRUNK sat across the aisle from me. He was obnoxious. Everyone in my compartment complained. I rang for the attendants at least five times; no answer. If I and my fellow passengers had not complained and INSISTED that this man be restrained, we were all convinced that nothing would happen. We INSISTED upon his arrest. The pilot and crew did not seem to know what to do. This lasted NINE HOURS. I want a full refund!!!!!!!! This was outrageous.

Laura of Mijas, Spain November 11, 2009

I have just come off the overnight flight from Sao Paolo, Brasil, to Madrid, with Iberia. Only when we boarded were we informed that Cabin Crew were on strike. Obviously they were stressed as the girls in my part of the cabin were very abrubt. They would not hand out earphones and woul not play the DVD's programmed for the 10 hour flight. Meals were literally "flung" at passengers with only water (ice not an option) offered as a beverage. Cabin lights were dimmed early in the flight and crew remained at the rear, with instructions to us to come and get our own water if we wanted more.

I understand strike action is sometimes necessary, however it was the crew's attitude that angered me. I was travelling in a group of four and upon boarding my friend accidently sat in the wrong seat. The stewardess impatiently snatched her boarding pass and passport. My elderly friend did not hear what she had been asked, so I tried to explain to the stewardess that our group of four had been split and that my friend had mistakenly taken the wrong seat. Unfortunately I was met with a filthy look and a "was I speaking to you". We all have off days but this kind of attitude and behaviour is totally unacceptable, strike or no strike. Their attitude leaves me with no sympathy for thir cause and perhaps they should look elsewhere for their employment, as customer relations are certainly not their strong points.

Sílvia of Barcelona, Spain October 17, 2009

We departure from Barcelona to Washington via London last August, when our first fly from Bcn to London were delayed by Iberia, therefore, we were forced to take another flight with British Airways and we miss our connection in London, landing in Washington at 22:00 PM instead of 15:00 PM.

We arrive without clothes and we were awake for more than 30 hours, nobody helped us in any country, and after many, many claims, our luggage arrived 3 days later to Washington, mine was broken. We have to buy clothes, etc, and no one gave us any money for those shoppings. I understand that the guilty company was Iberia, but they are claming they are not the guilty. The time is passing and no one help us. Could you help us ?

Maria of Cape Coral, FL October 15, 2009

On September 1, 2009, IBERIA received original documents for Lost Luggage Questionnaire that Iberia instructed us to submit in order to be reimbursed for lost luggage under the name of Jessica C and it was SEND VIA US EXPRESS MAIL CERTIFIED AND SIGNED ON 9/1/2009. Our daughter’s luggage was lost upon our arrival flight in Barcelona from MIA. Her luggage was lost for 3 weeks and we bought her the essential as instructed by the Serv Rep Baggage Dept. We spent over 30 Euros making phone calls everyday checking on the luggage status. Till this day, I have not received notification from Iberia Customer’s Relation Department of when will they mail me a check for damages/lost. The amount that need to be reimbursed 336.50 Euros. The emails listed on thier website does not work

John of Berkeley Heights, NJ September 11, 2009

On April 2, 2009, I made an online purchase of two airline tickets to travel between Madrid and Santiago, in Spain. The tickets were for travel to Santiago on July 22, 2009 and to return on August 20. The total price of the tickets was € 217.76 (292.68) and they were paid using my active Visa credit card. This amount was billed on April 10 and in turn the bill was paid in full on the due date of May 7.

On July 22 we arrived in Madrid, one and one half hours prior to our scheduled 11:40 flight to travel to Santiago. We unsuccessfully tried to get a boarding pass on one of the electronic machines, since it notified us that we had to go to a counter and consult with an Iberia representative. Once we arrived at the counter, the representative informed us that we could not travel unless we provided the credit card used to purchase the tickets nearly three months prior. Since that credit card account was not in my possession and no longer active, we were informed that they had to cancel our existing tickets; that we had to purchase new tickets; and by the way, there were no available seats in our scheduled flight.

While being incredulous to the situation, we proceeded to purchase a new ticket on the next flight, but we were told that there were no seats available in the rest of the day’s flights to Santiago. We were advised and proceeded to purchase seats on a standby basis for any of the three flights scheduled that day. For this “privilege” we had to pay an additional €50 each.

We waited over three hours and went to the gate for the next flight, but there were no seats available, actually there were approximately eight additional individuals left without a seat. After viewing and experiencing this chaos we proceeded to see a representative from Iberia to see what alternatives were available to us, since it would be difficult to board the next flight based on the number of people left from the previous one. Once we arrived at the counter the Iberia representative informed us that we had a good chance in the 18:45 flight, since there were five empty seats. When we inquired why we were on standby for this flight when there were empty seats, the representative seemed clueless and confused at our predicament.

Finally we were permitted to embark on the 18:45 flight, nearly nine hours after arriving to board our original flight to Santiago at 11:40. This experience has caused us great consternation and inconvenience.

Tamar of New York, NY August 27, 2009

I flew with Iberia from JFK-TLV with a layover in Madrid. My outbound flight had few problems. The seats were small, and the plane 'vintage' but otherwise the service was adequate. My only real complaint was the flight attendant yelling out loudly "Who needs the kosher meal, Did you order Jewish food?" up and down the aisle until finally I raised my hand. Her reply (in English), "Oh you need Jewish food, ok". Overall, though, the flight was not full and it landed mostly on time.

The problem came on the return trip. Due to a family emergency, I had to change my flight. The office in TLV told me to go to the airport. The airport office told me they did not open for 3 hours, so I sat at the airport waiting for ticketing to open. Then,I found out that the only way to change my flight was to pay a huge fee, and worse they had already cancelled my return flight, so I had to re-book. After an hour of bickering, they gave me the number to the first TLV office (the one's that sent me to the airport). As it turns out my Mum, in the US called and had a flight booked, without the attitude and problems of the TLV office.

Then, when I boarded the flight, the service was terrible. I fell asleep on the first leg, and woke up to everyone eating breakfast. I asked if I could have my breakfast, and that it was kosher,and the attendant said he was busy. Then, a while later, after service was being picked up, I asked again. He told me he did not have a kosher meal, and not to bother him again. A while later, while he was passing around water, a child (not mine, but a random child from the other seats) had fallen asleep in the seat next to me. When I asked for water, he spilled it all over the sleeping child, and then said, "You moved, you got the child wet" and left me without water.

Then, in Madrid, the confusion began. Madrid has this stupid system of assigning areas and then, only an hour before the flight, assigning the gate (despite the fact that you have to walk to the middle to find the screens). Waiting for my JFK flight were a number of disgruntled people, all waiting in the general area, all waiting of the flight. When the flight boarded, they announced, in Spanish only, that they were boarding. No zones, no seat numbers, people just seemed to get on randomly. The flight itself was uneventful. When we landed, however, I noticed my bag was damaged. I went to the luggage area and was told that I should file a complaint on-line, since I had my luggage (it was not missing). I could not find a place to submit on-line. They gave me another number to call. Still, one week later, I have not been able to reach anyone or file a complaint.

Vedanta of Plaistow, NH May 7, 2009

My father was flying from London to with a connection in Madrid. He had packed extensively as he was scheduled to be gone for nearly a month. Included in the luggage, in addition to mis medication, were numerous notes for analysis and completion of his Thesis for his PHD. The airline has lost the luggage, but told him to 'come back tomorrow' to 'see if it shows up on the next plane'...after reading numerous complaints regarding the same...it seems a waste for him to incur the expense of a hotel simply to wait for NOTHING to arrive.

I was unable to speak to ANYONE who would help me. I even called the US toll free number....only to be routed to a call center in Madrid, where I politely asked for a supervisor...I was told that I "WOULD NEVER SPEAK TO A SUPERVISOR...EVER!' i HAVE never heard of anyone tell a customer that in my life. HE said it is a call center that is not staffed with a supervisor. The moment I suggested filing a police report, I was hung up on. We were later advised by the Embasssy, as a last resort...since the Airport Police are only versed to command you to "SPEAK SPANISH!" and then hang up...to go home, there is little they can do. I cannot imagine a company that treats its customers this way is still in operation.

Vedanta of Plaistow, NH May 7, 2009

My father was flying from London to with a connection in Madrid. He had packed extensively as he was scheduled to be gone for nearly a month. Included in the luggage, in addition to mis medication, were numerous notes for analysis and completion of his Thesis for his PHD. The airline has lost the luggage, but told him to 'come back tomorrow' to 'see if it shows up on the next plane'...after reading numerous complaints regarding the same...it seems a waste for him to incur the expense of a hotel simply to wait for NOTHING to arrive.

I was unable to speak to ANYONE who would help me. I even called the US toll free number....only to be routed to a call center in Madrid, where I politely asked for a supervisor...I was told that I "WOULD NEVER SPEAK TO A SUPERVISOR...EVER!' i HAVE never heard of anyone tell a customer that in my life. HE said it is a call center that is not staffed with a supervisor. The moment I suggested filing a police report, I was hung up on. We were later advised by the Embasssy, as a last resort...since the Airport Police are only versed to command you to "SPEAK SPANISH!" and then hang up...to go home, there is little they can do. I cannot imagine a company that treats its customers this way is still in operation.

Months of research that will have to be duplicated, roughly 1000 in clothing, medication, educational material and computer equip.

Susan of Chappaqua, NY April 26, 2009

The insides of my luggage were damaged enroute to Italy on an Iberia flight. A portion of the inside of the suitcase was cut off, a wallet and make up case were punctured. When I wrote to Iberia to ask for 150 in damage, Susana Zomarano, a supervisor, wrote back to say that "Iberia cannot take responsibility for damaged items if the luggage did not present external evidence of damage or mishandling." This is directly counter to what their agent told me when I called Spain from my hotel in Italy. This was part of a trip with a 7 hour delay before leaving New York and no arrangements made for same day connecting flights for most passengers - many of whom including myself have no intention of using Iberia in the future.

Elsayed of Cairo, OTHER April 5, 2009

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