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Please stay away from this airline. They are the worse. My husband & I left from JFK for our cruise. They lost our luggage. We had to go on a cruise to Europe with no clothes. We didn’t receive our clothes until the day before we had to come home. Five days!! We had to purchase clothes underclothes, tooth brush, etc. Money we were not expecting to spend. They promised a reimbursement. Well I got an email they are only giving us $161. Which we spend $400 for everything we needed. So not even half. This was our first time using this airline. It will be the last. PLEASE STAY AWAY!!
I fly with Iberia twice a year. In general, there are no complaints, except for the food served on the flights with room for improvement, but that is not the problem. The problem starts when there is a delay or a mistake on their part. Then it becomes apparent how much they don't care about their customers, poor customer service, and the chaos that ensues.
My flight was with a connection from Tel Aviv via Madrid to Bogota. When I arrived in Bogota, I waited for my suitcase, and after seeing it was not coming, I went to their counter. Their representative told me my suitcase did not board the plane in Madrid due to lack of space and he guaranteed that it would arrive at the address I will provide. I told them that my final destination was going to be in another city, and the representative promised they would deliver it to the address that I'm providing them. I should note that beyond that, they didn't give me any information about what to do during this time, and they didn't provide me with essential hygienic equipment to get by until my suitcase arrived. They only promised the suitcase would arrive at my house in 3 days.
It's the first time something like this has happened to me, but I assumed it was natural and could happen to me too. And without delay, I continued to the final destination. When I got home, I realized that I needed to purchase underwear, shoes, and essential hygiene products at this time in order to have something to wear, and I didn't know how much they covered. I went to bed, and the next day I called customer service. I waited a long time in line until their representative answered me. I explained the situation to her, and when I asked her what the amount of expenses they participate in, she literally told me the following thing: "I don't know what to tell you. You can Google it."
Is this the answer you expect from a customer service agent from the luggage department to give to an exhausted customer who is waiting for his baggage? She didn't even pass the question on, check again, or refer me to a manager, and when I continued to ask her, I got no answer! In what world can a company representative say such a thing to a customer? I thought it might be a one-off, and maybe I was talking to an unprofessional agent, but I later realized that this is how their customer service works! At this point, I am disappointed and exhausted!
The next day I called again because it had already been three days and my suitcase still hadn't arrived as promised. I got another agent, and she didn't know what to say either. She only apologized and couldn't transfer the call to the manager! I note that I called once at noon EST and once in the evening EST, so no matter what hours they work, a manager should be available at that time! It wasn't until the fourth day that an independent delivery company reached out to me and told me that they had my suitcase and that I had to get to the airport to pick it up physically! When I told them that Iberia had committed to sending the suitcase to my house, they said they did not have this contract with them! And again, no response from Iberia customer service!
As far as Iberia is concerned, their customers have had no response. There is no backup. Everyone throws the ball of responsibility from one to the other. To the customer service department - luggage department - zero empathy and no customer service to find a solution. Angry, disappointed, and exhausted, I had to leave the city and take a long drive to the airport, go and back! And to pay with my own money for the ride! And if all this is not enough, I received the suitcase damaged! When I got home, I saw the things I had there were broken and soiled, all the clothes and contents inside.
I came out of this experience disappointed. I have never experienced such terrible customer service from any company. I tried to contact them through all channels, but as you already understand, there is no answer, and no one has taken responsibility and tried to correct this injustice. I'm the one who suffered the damages, paid with my own money, and left with a broken suitcase, and dirty clothes, and this matter is far from over! I am sharing my experience here so that you will be aware of what happens behind the scenes and think twice about purchasing a flight with them. Points out that, to date, no one has gotten back to me or contacted me. And if anything changes, I will update.
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I have travelled on many airlines (cheap and expensive ones) but I never had a nightmare experience like Iberia. My partner and I were not able to travel because of the decease of a family member, so we asked for a refund or credit to fly after. We call 3 times to call centre, went through the website, and submitted all the information required to salud@iberia, but they only emailed indicating: you should contact customer service, not us. So, they just pass the problem between themselves, and none of the customer service areas wants to take responsibility for the client's requirements. After 2+ months, many emails, and many calls they just do not reply anymore. Once you have paid the ticket they just do not care about the clients. Please use another airline if you do not want to be treated like trash.
I haven't even flown yet on this airline, yet feel compelled to warn everyone about its bizarrely inept and useless management. I booked a round-trip ticket on Iberian's website from Boston to Mallorca a few days ago. The final leg of the return trip was to be on its partner British Airways (BA) from London to Boston. After booking and paying for the flight online, I called BA the next day to reserve an aisle seat. The BA rep told me that he could see that a seat was 'temporarily' being held for me with a reservation code but that the ticket had not been confirmed and technically had not been issued. He said I had to call Iberia and have them 'link the ticket' so that I could actually get on the BA flight.
1. Neither Customer Service (CS) team was willing to contact the other airline to resolve this issue and make sure I was properly ticketed.
2. Neither CS rep would allow me to escalate the issue and speak to a supervisor or anyone higher.
BA said I had to have Iberia fix the problem. Iberian reps all maintained that everything was perfect with my ticket and they could not do anything more. So now I have a fully paid ticket, yet the 'partner airline' I am scheduled to fly home on states that I don't have a valid ticket with them. Obviously, this is a nightmare that I will have to deal with at Heathrow. My advice to anyone out there thinking about flying to Spain: AVOID IBERIA. As the other reviews attest, this is one crummy airline. Maybe North Korea has a connecting flight through Pyongyang... That would be better!!
Just flew from New York JFK on my first leg before my destination which was supposed to be Madrid. My husband and five month old had a layover at Boston Logan…We arrived at our gate an hour early and they refused to allow us on the plane, because they said we needed a ticket number for our infant who had a boarding pass and had just flown with us from NY. After American Airlines and Expedia said it was absolutely not a problem and that she was in the itinerary. We ended up having to take a bus from Boston back to NY and just missed our week in Spain because of the disgusting staff who laughed and actually danced in front of us while I sobbed asking why we weren’t able to get on our flight. We just lost 4K because of these people. I will be suing in small claims court and possibly more after speaking to my attorney. I have never had such a crazy horrible experience in my 40 years of traveling.
Stuck in another state with a five month old and no way to get home. The Iberia staff should all be fired immediately. Do not fly with this company, they are really truly soulless people. Another woman in the line had the same thing happening to her. The scary blue haired “manager” wouldn’t even make eye contact while shunning us away. My family is heartbroken and we just spend my husband's 40th bday vacation on a bus ride home with a crying infant.
Be cautious when booking. I paid in advance $40 per ticket to for the privilege of choosing my seats (two window and two aisle on the same row 28) and was placed in random seats on the back. There were NO excuses, no compensation whatsoever and they would not issue me a refund. They written excuse (via email) was that when the plane configuration changes the seat assignments may change as well.
The plane had not changed and I was seated in a middle seat, first row. The tray table was broken, the screen would slide down continuously and I had no room for my personal belongings. It's like paying for steak and being given a ham sandwich. In addition the plane was disgusting, the bathrooms were filthy from the very beginning, the food choices atrocious, not even seltzer and butter and cheese for the bread. I give it a 2/10 because the pilot did a fine job. Avoid flying Iberia and if you must, be very cautious because they are sneaky without shame.
I will never fly Iberia again. Long story short, we used flight credits from their previous stuff ups to fly to Morocco. Flights were changed and canceled. 2 hour delays at the airport when we finally got to fly. We had to totally rearrange our accommodations which of course cost $$$ to take new flights and pay more for these. Then when we left Marrakesh the attendant at the check in counter forced me to check in my carry on. Told me I could not board if I didn’t as it was a full flight.
I told her we had a 40 minute transfer in Madrid and that I was worried our bags would not come with us. She assured me they would, now we are in Croatia and have been waiting 3 days for our bags. Totally ruined our time here as we have to stay at our accommodations in case they show up. So pissed off right now. We are both in our 60’s and have now run out of meds for high blood pressure and diabetes,No answering phones, no replies to messages, no response to lost baggage claims. Thank you so much Iberia for your pathetic attitude to the customers that keep you in the air. Never ever ever again will I fly with you. And I will also bad mouth you to everybody I know.
Customer service deficient, problem-solving none, reservation management especially if you buy the ticket from another airliner operated by them. I repurchased a reservation in May 2021 to travel in June 2022. There was no place to reserve a seat until the day before travel; the service call center was not reachable and did not provide any solution.
I have been trying to sort out a ticket refund, called customer service and after waiting 25 minutes for an agent, she could not hear me and dropped me. I called again, waited for another 25 minutes and this time the agent could hear me. I then asked for agent to take note of my phone number in case called dropped. Agent did so. Call eventually dropped but agent never called me back...
After our initial flight was cancelled due to COVID, we were issued a refund as a travel voucher that was supposed to be valid for a year (through Sept 2022). After spending OVER TEN HOURS on the phone with the company (and 3 months going back and forth), we were never able to get the voucher to be activated, even though it had been less than 6 months since our initial cancelled flight. They continuously sent us from one customer service rep to another, each time telling us that this had been resolved, when in fact it had not. Why even offer a voucher if you are not going to allow us to use it!?!? It was very frustrating to waste so much time trying to get our voucher activated and that even after all that time were unable to do so. We found them horribly unprofessional and will never buy another Iberia flight again! We highly recommend staying away.
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