Iberia

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.

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!!

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.

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 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.