Complain about a product or service

Iberia

Basak of New York NY (02/23/09)
I have had a terrible experience at an Iberia Airlines flight from Madrid to New York yesterday, on Feb 22, 2009. I got yelled at by the Steward for going to bathroom during meal service. he not only yelled at me while I passed him paying attention to not to disturb his service, he came around to my seat and continue screaming at me for the bathroom I used and when I used it; claiming that he was working at the time and used very obscene language telling me if I have ever worked in my life!!I asked him to stop being rude and tried explaining to him I had to use the bathroom (like it needs an explanation) and he did not stop and the whole flight he was so very rude and angry for some reason? I was so shocked to this behaviour!

If I had treated any of my customers this way at my job, there would be no way for me to keep my job! None of the other stewards did anything to warn or stop him and to my friends' surprise they were being very rude as well.

Jewell of Louisville, KY February 17, 2009

Jewell of Louisville KY (02/17/09)
I was on a trip from Washington DC to Casablanca through Madrid. Oh-My-God what a horrible nightmare! It was my first trip. The price was so reasonable and I have never been to Spain before so my husband and I decided to 'explore'. I was 7 months pregnant and with a layover in madrid of nearly 11 hours, the exploration was meant to be a distraction. Well... I filed a complaint in person with Iberia in Madrid Spain as soon as I got off of the plane.

Shortly after take off we were served dinner. When the attendant came to collect our plates I informed her it was very warm in the cabin. She nodded and left. A few moments later my face felt as if it were on fire because of the increase in the heat instead of decrease. I thought maybe the attendant did not understand me and informed her again while fanning my face with my hand that it was hot. Again she nodded and left. Shortly after that the lights were turned out for the night. I pressed my call button to ask for some water and complain again about the heat as it was very hot, so warm that everyone within a few moments was sleeping. Which was good considering the movie they were showing had full nudity and a shower scene which should have been rated R and not shown in a gathering where minors were present.

But anyway...No one responded to my call button. I was 7 months pregnant at the time and needed water to stay hydrated and cool. The heat was so warm my face burned as if it was sun burned. I kept going to the bathroom and putting cold water on my face to stay cool. My husband also pressed his call button to try to get any one to come. Every time an attendant would pass we would try to stop her and she would turn her back to us and keep walking as close to the other side of the aisle as possible, because we would reach out to try to get their attention. We were sitting by the first class curtain in the first row of the coach class. My husband and I pressed our call buttons periodically all through the night with no reply.

Finally in the morning we were served breakfast and the heat was turned down and everyone woke up. About a half hour before we landed the person sitting next to us asked us if there was anything they can do to help. She was kind enough to give us a whole large bottle of water, of which I drank half of it right away because I was so thirsty.

When I made my original complaint with Iberia I only requested to be in the First class on my trip home so that I would get better service since I was going to be 8 months pregnant at the return trip, and might not have to worry about the same difficulties if I were in the first class. And I felt that maybe Iberia didnt want to lose me as a customer, and for putting my unborn baby and myself at risk, would have liked to avoid being sued. So I thought my request for a first class trip was very minimal compared to the legal troubles they could have. I did not get any reply on my complaint. But as I was talking with the Customer Service person they gave me suggestions on how to follow up. Of course I never was able to reach anyone.

I hope anyone can do something about this. I felt that my health and the health of my unborn child was so threatened I will never use this airline again. I couldn't even bear the thought of it. My complaint number filed on 04-30-08 - I have since thrown away my card as I doubt I will ever use it again. The flight number was 7971 from Washington DC to Madrid with my final destination in Casablanca.

I was so dehydrated by the time we landed I was feeling weak and was not feeling the movement of my baby either. It took me several days to get hydrated enough so that I was comfortable. I visited a doctor and was informed that one of my kidneys were swollen and may have been related to the incident with possible infection. Thanks to God my baby was ok. It took me 2 weeks for the skin on my face to get back to normal. I had to use burn lotion on my face often in order for it to heal.

Jack of Englewood, FL February 11, 2009

Jack of Englewood FL (02/11/09)
Iberia airline lost my family's luggage for our total vacation of 10 days in Italy. The luggage was seven bags for all seven of us. We didn't get them back till the complete vacation was over. They had said they would reimburse us for the amount of 50 euros a day per person. They asked us to send in the bills we en cured and we did, it is almost a year now and we get nothing but complete run around. We call and send letters (even registered) they completely ignore us. The cost to us for the loss was over 6000.00 euros DO NOT EVER TRUST Iberia Airline they are not truth full and are completely not trust worthy of meeting their obligations. Please Help!

We had to purchase all new clothes and shoes. We also purchased all toiletries and cosmetics for everyone. We went to the airport every day by Taxi to see if the bags had come in.

O.r. of Swampscott, MA February 6, 2009

O.r. of Swampscott MA (02/06/09)
On Jan. 9, 2009, our flight from Madrid to Tel Aviv was delayed and eventually canceled due to a rare snow storm that affected Madrid's airport. While we do not hold Iberia responsible for the weather conditions and for the flight cancellations and delays which resulted from them, we hold Iberia fully liable for ignoring its passengers, providing no customer service, not communicating with its passengers or releasing any information to them, and harming its passengers by not providing any services to them throughout the process.

On Friday, January 9, 2009, the departure time posted on the monitor near the gate was pushed later into the day time and again. Throughout the day, which lasted about 12 hours, we were provided with no information, updates, water, food, blankets, or any other service. With no Iberia personnel at the terminal, about 20 passengers walked to a remote counter and asked for hotel accommodations for the group.

A chaotic scene the ensued: Iberia assigned someone to guide the group to a bus, but the assigned guide walked away from the group about half way through the walk to the bus, causing significant amounts of stress among the group members, which included a mother and her young baby as well as an older woman with a heart condition. When the deserted group caught up with the disappearing guide, he said he was walking with a group of London- bound passengers, and agreed only to give us vague directions to a bus.

After several long hours, we finally found a bus that took us to the Ambassador Hotel in Madrid. We were in shock and disbelief when we arrived at the terminal and witnessed thousands of people in line for ONE counter, while all of the other Iberia counters in the airport were closed. Iberia did not bother to assign anyone to greet arriving passengers and guide them to where they should go. This caused a great amount of stress among the passengers in the terminal, and more chaos than already existed. Spanish people provided the following remark: ''Welcome to the real face of Iberia, the company that does not care.''

We decided not to stand in the 1,800+ person long line, and rather go through security with the old boarding passes and proceed to the gate. When we finally arrived at the gate, we were astonished to find that Iberia's customer service desks were all closed! We waited for 3 more hours for the counters to open, and then waited 3 more hours in line for the slow process to issue new boarding passes.

Throughout the day, we could not find any Iberia personnel who could provide us with any information related to our travel time. The Tel Aviv flight, scheduled for 10:10 a.m. for Saturday, January 10, finally left at 7p.m. Altogether, many passengers in our group were delayed by more then 36 hours. The consensus among all group members was and still is that Iberia failed us and that we should be compensated.

K of Alexandria, VA February 4, 2009

K of Alexandria VA (02/04/09)
Called up to change a flight my boss was on, simple procedure. Had done it the day before for another business associate. I get Vielka on the line who tells me she can't make any changes since I am not the passenger. I explained I had no problems the day before, she begins speaking very slowly as if I don't understand her. She continues to interrupt me and give me the same response over and over again. Then I was hung up on.

I phoned back and as luck would have it, Vielka answered the phone again. I explained to her that this was urgent and that we do a lot of business with their airline. I asked that she call my boss direct on his cellular to confirm that I am permitted to make changes. She began speaking very slowly again, this time with an attitude and repeating the same old phrase from before. Then hung up a second time. She had no desire to consider customer service. In this time of economic turmoil, you would think they would have more respect for the customer! This woman was the most unprofessional, uneducated and obnoxious Cust. Service rep I have ever dealt with.

We will no longer be routing flights through Iberia and I urge everyone to steer clear of this Nightmare Airline

Chau of London, OTHER February 1, 2009

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