Complain about a product or service

Iberia

Joanna of Rahway, NJ January 9, 2008

Joanna of Rahway NJ (01/09/08)
June 2007: Booked Christmas Flights to visit my family in Spain. November 2007: Receive an e-mailed itinerary changing my outbound flight without changing the connecting flight, and canceling my Jan. 1 flight back to the States.  On November 5-7: After being told all Jan. 1 flights were canceled (a lie--Iberia was selling our flight for 1300 instead of the 1400 that we paid). We were grudgingly given a return flight on 30th Dec and a 9-hour lay- over on our flight out. This was instead of a refund that would have prevented us from being able to buy Christmas flights so close to Christmas at a price we could afford. On Dec 21: The flight was delayed for 12 hours, and I spent two nights in an American and Spanish hotel before I could be flown to my destination.

Dec 24: Finally arrive at our destination minus our luggage. Dec 25: Luggage arrives. Dec 30: Get our flights home without a hitch. Result: Five whole days with my family (one day with my sister) who I hadn't seen in one and a half years. Our original trip would have given me 11 days. I will never book or waste my money on Iberia again. The customer service was very rude and put the phone down. The customer really isn't valued. Unfortunately for Iberia, my parents who live in Spain won't be flying with them either, as well as all the people we share our story with.

Our trip was cut by six days that I would have spent with my family.

Francis of Hoboken, NJ January 4, 2008

Francis of Hoboken NJ (01/04/08)
We took IB3703 from Casablanca to Madrid, with a connecting flight (IB2606) from Madrid to Barcelona. Flight 3703 was almost 90 minutes late and barely made the connecting flight. The luggage never arrived in Barcelona. It's been 4 days and the customer service people have been hopeless. It is difficult to get through, and they do not provide much information once connected. The flights themselves were cramped (worse than any plane I have ever flown on), they charged for all food and drink (including water), and have been singularly unhelpful in retrieving the lost luggage.

Lost a week's worth of clothing, keys to my apartment, office, and car.

Beth of Key West, FL November 8, 2007

Beth of Key West FL (11/08/07)
My ederly parents traveled with a group of friends to Spain. My Mother booked the trip to celebrate her All Clear sign from her year long battle with cancer. Unfortunately, a couple of months before the trip she was informed the colon cancer had come back. Her doctor advised that if she felt okay she could go ahead and go on her trip scheduled for Sept 7th.

My Stepfather who is 75 and my Mother who is 67, decided to go ahead with the trip. When the plane took off from Miami four hours into the flight my Mom started to get sick. They called for bags from the flight attendant and asked for water. She yelled at my Stepfather to Sit Down, and he tried to beg her not to make a scene, and pleaded please my wife needs help she didnt want to vomit all over the plane. She would not even let him speak and when he switched to Spanish she threatened to call the air marshalls on him.

Some nice passengers grabbed a bag for him but the stewardess was flat out rude she never came to ask if my Mom was okay or anything. They never did get the water. The passengers on the flight teamed together to help my Mom. And they were outraged and were asking the stewardess to please give this woman food and water and she ignored them. Its hard enough to be sick in front of people but to be treated with such a lack of respect is indecent!!!

They ended up leaving Spain on Sept 12th. They used Frequent flyer miles to get back home on American Airlines. Iberia has charged them over 2,000 dollars for flights not used. We were given customer service numbers to call and they hang up on us!!! They play a game of sorry cant hear you, hanging up now.

Feb of Edmonds, WA October 19, 2007

Feb of Edmonds WA (10/19/07)
My daughter and I flew Iberia from Chicago through Dublin to Malaga, Spain on 9/30, returning to Chicago through Madrid on 10/9. What a complete nightmare.

My daughters luggage never arrived in Spain - they claimed American Airlines didn't transfer it to them in Chicago. AA claims they did, and that they can track the bag to Iberia in Dublin (Iberian can't track the bag at all). When I went to the lost luggage in Malaga, Spain - they feigned that they didn't speak English or Spanish (They were not happy to discover I speak both) they told me they couldn't help me and that I'd need to file a report on the luggage contents, which I did.

They said we had an allowance of 225 while in Spain to buy clothing to replace her lost luggage (give me a break, the 5 pairs of jeans in her suitcase cost more then that, not to mention the other contents). Well, when I got back to the airport for my return trip, they said I couldn't be reimbursed there, that I would need to wait for Iberia to contact me for receipts to be reimbursed. Well, we're home now for 4 days, and guess what??? Still haven't heard from Iberia. I tried to call them. Wow, what a joke. Got nowhere.

So, I called AA to see if they could help me - got a rude woman on the phone who says that because AA was not the flight that got me to my final destination - they are not responsible for my luggage and that I cannot file a claim with them. Note that when I checked my luggage all the way through from Seattle to Malaga - it was with AA!! I asked her how they could say they are not responsible for my luggage since they checked it all the way through - she hung up on me. Still getting no where with them. I'm on the verge of filing suit against both airlines and see who the courts believe is responsible. 250 doesn't even begin to compensate me for the lost luggage let alone the incredibly bad experience I've had.

Add insult to injury, the flight crew was horribly rude, their translations into English on the flight were so disgustingly slaughtered that I had to interpret for everyone around me (maybe they should pay me for my professional time as well), the food on the flight was not eatable, the plane was filthy, the dropdown screens for the inflight movie didn't drop down uniformly so we were required to crane our necks in odd directions to see a screen further up and to the right - and then.........the movie is Die Hard 2 - hardly appropriate for the children on the flight - and because it was being shown on the main screens and not on individual movie players, there was no way for me to not expose my child to the movie.

All in all, it was the worst travel experience I've had. Bear in mind I travel for work about 30 weeks out of the year - and never have I had an experience like this before. I will do my absolute best to not travel with Iberia again.

My daughter is out about 500 in clothing, misc and I am out an additional 250 for replacment clothing which of course we've never been reimbursed for.

Tracy of Berkeley, CA October 19, 2007

Tracy of Berkeley CA (10/19/07)
On July 5, my husband flew from San Francisco to London on British Airways, and then transferred to Iberia from London to Barcelona. His luggage did not arrive in Barcelona. We called every day and sometimes more than once a day in Barcelona and spoke with one unsympathetic employee after the next with no news about the bag. We were told to save receipts for replacement items and clothes we were forced to purchase in Barcelona, which we did. We spent precious time during our week in Barcelona dealing with this huge inconvenience.

Upon returning home, I continued to call the lost luggage center but still no news of the bag. Finally I was told to write a letter with the bag description and itemized contents, receipts for replacement items, copies of the lost luggage paperwork, boarding passes, luggage claim, passport etc which I did sent to the Madrid headquarters August 27.

To date we have heard nothing from Iberia. When I try to call the lost luggage center now, I am placed on hold for 3 minutes listening to hideous music and then the system disconnects. I've called the reservation line trying to find alternate means of contacting these people, but they are entirely unsympathetic and say I must keep trying and that when they try to call the number they are able to get through.

The alternate number I was finally given for the Madrid was of no help and they referred me back to the lost luggage center I cannot get through to. The whole system seems to be impentrable. I have never encountered such inconvenience, stress, frustration and been met with such utter contempt by airline employees. We will never fly this airline again, and I would appreciate any tips for other ways I might contact the necessary representative of this company in order to be properly reimbursed for this entire ordeal.

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