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Our trip was from Chicago to Madrid and then to Barcelona. They canceled the Madrid to Barcelona leg and did not offer an alternative. I called customer service; they suggested full refund for the trip because our dates were not flexible. I received email confirming the refund ($29.61 to credit card and $1003 Cash per passenger). My credit card was credited 2X $29.61, and I kept waiting for the rest of the refund for 6 weeks, to no avail. I called and they said case was closed! And asked that I submit a complaint online. I issued a complaint and provided their own documents showing they still owe me 2X $1003. A week later they emailed me to tell me that they credited me back on my credit card, which is not true! I was given the runaround. They stole my money. Iberia, Never again.
I was flying in a business class and the service was one of the worst of all of my other business class flights. Flight attendants, check in agents and gate agents are barely speaking English on this international flight. They are extremely cold, unfriendly and disinterested in their customer service in general. They do not take any care of the customers.
In flight experience was very bad as well. Flight attendants barely communicated with me throughout, and never took any effort to please me and give proper business class service. I never received the drink I requested and once they served the main course, they never cared to ask if we needed anything else and they would just pass by so quickly that I didn't get a chance to catch them. There was no eye contact or smile either. Their service was below airline customs, below average across the industry. This was not my first flight with Iberia, but for sure will be the last one.
Over Covid times when airlines couldn't flight I bought a Voucher to use within a year. When I try to use it over the last month was invalid and had expired after 11 months. I complained asking for an extension and they told me they couldn't do it, because the voucher was valid for a year! And that´s precisely why I was complaining, because didn't last for 12 months, I feel they have stolen my money, I would like to use the voucher that I paid for!
I had a flight for the holidays and unfortunately I got covid so I ended up needing a voucher. I emailed them to inform them and they requested my results, I sent them immediately. When I didn’t hear anything from them I called for my voucher (January), I was supposed to take 24to 48 hours, I got nothing. I called once a week for the first 3 weeks of February and I was always told 24-48 it will be emailed to me, Nothing. February 25th I called, and everyday since… Today is March 5th and I want to book my flight for March 15th and still Nothing… I was on the phone with customer service and they hung up on me when I asked for help expediting my voucher because I want to book my flight… I travel ALL the time all over the world. This was without a doubt The WORST experience of my life… Iberia should be ashamed of their employees and customer service….
They broke into my bag, stole all the jewelry. And now they are telling they are not responsible for any stolen things that were in my bag. I filled the form for the bag replacement on their website and GOT NOTHING FROM THEM. I am trying to reach them for a week already and they tell they can't help me and send every time to fill the form on their website. Half of the numbers they provided me don't exist or they speak only Spanish there. NEVER fly with them!
I have never had such a bad service. Last Thursday I flew from Tenerife to Madrid, as I am a resident I always get an island discount on my domestic flights. When I checked in, they asked me for my travel certificate. When I said I didn't have it, they put a big cross on my boarding pass and told me I could book a new ticket for another date. As I had an important appointment in Madrid, I couldn't miss this flight. At the Iberia counter they finally sold me a new ticket for the same flight for which I had to pay the full price, and out of desperation I took it.
When I arrived in Madrid I immediately went to the Iberia customer service to avoid the same problems on the return flight, there I was told that if I paid 585 euros I could go on the flight. Shameful for a one-way trip from ¡¡¡¡Madrid to Tenerife for which I already had a ticket!!!! Of course, I didn't, so I had to book another ticket. The only option was an 8.15am flight to Tenerife, so I lost a day's holiday and all the travel I had already paid for. To make matters worse, when I arrived in Tenerife, my luggage was still in Madrid! They had no idea when it would be returned to me, scandalous! I then arranged for a friend who was in Madrid to take it to me in the evening as I needed my things. I have never been treated so badly while travelling and had to spend so much money unnecessarily. I am very disappointed and will not recommend anyone to travel with Iberia.
Iberia is the most dysfunctional airline in the industry. Not only do their people not speak English well enough to understand and communicate, but their customer service is the WORST!! We booked a trip to Italy through American and the outbound flight was very good (British Airways), but the return was a nightmare. First our flight from Italy to London on British Airways was cancelled the day before we were scheduled to leave. British Airways could not help re-book, we had to do it through AA. AA booked us on an Iberia flight from Italy to Madrid and Madrid to Miami. Everything seems good until I could not check in online.
I called Iberia, they assigned seats, I paid for the upgrade and was told we would have to check in at the airport.. "Ok. No problem," we thought. We get to the airport, stand in line and finally get to the counter... The lady checks me in but says she can't find my wife's reservation, even though we have seats assigned... I have to get out of line and call AA. They find that the Iberia agent booked me on the Madrid to Miami flight, but booked my wife on British Airways from Madrid to London!!! AA had to cancel the entire reservation and re-book us, which meant that we lost the seats we had upgraded to. Got back in line and back to the agent who now found the new reservation and gave us our boarding passes in economy... Fine. At least we will get home. 10 hours later we arrive in Miami (Thursday night) and guess what, two of our four bags don't show up!!
File a claim, the guy finds the bags (still in Madrid) and says they will be in Miami on Friday and we will have them delivered within 28 hours.. It is now Wednesday and still no bags. Called Iberia customer service everyday and get the same story... "Your bags got to Miami on Friday and should be delivered but we can't tell you when..." No one to escalate to, no way to get any additional information. Six days and counting. I will never fly Iberia again and I would strongly recommend everyone find a different more customer friendly airline to spend your money with!!!
Iberia needed to cancel my flight due to COVID related reasons which was understandable. They did not offer me a cash refund as they are required by EU laws and as all other airlines across the world were providing. When trying to call their customer service line, you are automatically disconnected if you are on hold for any length of time, when I finally got through to someone, I was then transferred to a non-English speaking person to help me and they disconnected from me. Their online help simply rejects requests. I have spent hours trying to get a hold of someone that can help and have got nowhere. I would never book with them again.
Impossible to reach. You have to keep on calling till you get an agent. Otherwise it just hangs up and asks you to call again. Can't leave a message or on hold. No email. Can't cancel online etc. Can't believe this is even happening in this day and age! Iberia worst customer service to work with.
This company is the worst. I have been on the phone all day trying to reach someone. The customer service is below one star. If you have a voucher you can never reach someone to apply it. Avoid choosing or booking with this airline. This company and airline is subpar. Avoid the frustration and experience of not being treated as a consumer.
NEVER IBERIA again. Found our baby stroller back heavily damaged and broken. Terrible customer service! Not transparent about their customer service department structures. I have called them for hours, and most of the time they simply disconnect the call if it gets too difficult for them. Easy fix for then but very concerning for the customer. Nothings really goes well there, I am surprised the flight itself went fine! If the customer service department is the standard for how their business is being managed, it would be a disaster for Iberia. Don’t fly with them, simply pay a little bit more money and fly with a mature, customer centric and friendly airline.
While boarding a plane to Santorini and despite of having all required Covid related documents, Iberia Express did not let us board the flight. Further, they did not take our bags off the airplane. Since we did not make the flight to Greece, we stayed in Spain without our luggage and had to buy the essentials to last few days. We are back in USA now and still don't have our bags and it's been 5 days. Iberia's customer service is terrible, their luggage tracing system is a complete mess, rude uncaring staff on the phone and in airport unwilling to help. We have medical equipment in the luggage and now it's stranded without any update on when we can get our luggage. Avoid this airline by all means possible!!
Booked flight AGES ago, because of Covid was unable to fly until this year... Finally booked flight to Europe in March, paid for reserved seats in premium economy. Flight was canceled 3 times before I even left the USA... Spent UNTOLD hours on hold to change bookings after they canceled my flights. Finally after getting to Europe and 6 weeks later I'm heading home with my 11 year old, I'm unable to check on online, show up in Lisbon for my flight, check in and check bags through to final destination. At my connection in Barcelona I'm told my seat was SOLD and I'm now screwed and must take the CRAPPIEST economy seats available (my son's seat was broken and wouldn't recline BTW)... Unbelievably BAD!! I was basically told I'm screwed and I'd have to contact Iberia (MORE TIME ON HOLD) and resolve this.... Do yourself a favor, FLY ANOTHER AIRLINE that actually gives a crap about screwing over customers.
They told us no changing fee but they charged us $70 each passenger and they call it penalty. We were about 1 hour wait for check in. When we asked for supervisor she came. Said, "Since you complained you have to wait more." We were about to purchase tickets from another airline and leave. Extremely poor service, customer means nothing to them. Tickets cheap but don't worth buying it. Please don't buy ticket from this airline and even they damaged our luggage also. We had to pay extra for luggage and we had to pay for seats also. At the end we pay a lot more.
Iberia has no regard for its customers or for global affairs. After booking flights pre-Covid, they were canceled due to restricted travel. Iberia only offered a voucher, however trying to use this voucher to book new air fare is literally impossible. First, the cost of airfare is now hundreds of dollars more for the same class of service; there are no options near the same price after getting vouchers which have added value of what was paid. Second, at the time of accepting the vouchers they were described as no expiration, but upon receiving the voucher code they do expire for a June 30, 2021 return date. Third, it is impossible to speak to someone to resolve this issue and get flights booked at a reasonable rate. Fourth, navigating the website for air fare is very restrictive and frustrating.
After spending hours trying to speak to someone and rebook through the website, I am convinced that this company is a bad actor and is purposely trying to make a profit off of Covid travel restrictions. Iberia is running a scam where they are holding funds already paid and making it impossible to use those funds by price gauging, and falsely advertising vouchers that in reality are prohibitively restrictive. The only way to use these "Covid Vouchers" is to pay hundreds of dollars more than the voucher value for a lower quality product than what was purchased originally. The icing on the cake is that they keep advertising to me that I have voucher, as if I could actually use them. When I try to apply the voucher or contact the company, I get redirected to the air fare search page. Blatant fraud.
Due COVID-19, my flight is cancelled from Barcelona to NY. They gave me a voucher. But Iberia voucher is very limited for redemption. Like no travel in state of Spain. No low cost of fare. Customer service is very bad. Iberia is a cheap, rip off. They only have 1 time my money and I will never fly with Iberia. Take my voucher and you will lost customers in future.
They cancelled my booking for no reason and didn't refund. I called them several times, whey keep promising to refund, but nothing's going on. It's been almost 2 months already. Will never book with Iberia again.
I purchased two round trips, from Miami International to Madrid. Our trip was planned to leave on 3-8-2020 and return on the 3-18-2020. Before leaving, the Corona Virus started to have publicity, so I tried to cancel. I was denied. I ended up going, my wife did not, since she feared the epidemic. I purchased a rental car with Avis, and one night stay for two, on the evening prior to our day of our return in Madrid. I lost one airfare there and back, one night stay in Madrid for two. Everything purchased as an Iberia Vacation package. Got to Spain on the 9th, got my car, drove to northern Spain, and three days later had to leave the country, because the US was closing to incoming flights. The last night in Madrid, I had to rebook, and lost that previously paid stay. The rental car for 10 days, became only four days, and Avis did allow me a credit.
I get to Barajas Airport, Terminal 4, get my boarding pass, go thru Customs, all good. Take the train to Terminal 4C, and after going thru the 2nd Bazaar of Stores, had to walk about a 1/2 mile to the end of the west wing to Iberia. Before getting there, Iberia had another security post check-in with their own security personnel. Waited in line, as I was going thru, I commented that this 2nd security post, was 'ridiculous and inconvenience to travelers, everyone is stressed enough'. That idiot, must alerted the CDC in the US, and all of a sudden arriving at Miami, I get visited by a very polite Iberia rep, that tells me that I have been accused of carrying the virus.
I was told that I could not leave the plane, and that after every left, the CDC would be visiting me. But, before anyone was allowed off the plane, here they came, two Border Control Policemen, and a CDC Nurse. She checked my temperature, and escorted me off the plane, like some kind of criminal. Luckily for me, never had to go thru customs, my suitcase was picked up and delivered to me downstairs at Arrivals, about an hour later. One of the Border Patrol Police, confessed to me, that an Iberia Airlines Rep in Madrid, had filed the accusation. Thanks Iberia, never again will I be traveling with your airline.
Updated on 09/16/2020: Hello, I am trying to get some help from you but I am not getting any. Your customer service is not knowledgeable and did not let me speak to a manager or a supervisor to discuss my issue. I spoke with Daneil ** (Employee ID **) and asked to speak to a supervisor. However, because I booked through a 3rd party he responded that he cannot transfer me. I explained that I spoke to the agency and they talked to Iberia regarding my ticket.
For some reason, out of my 2 tickets only 1 remains open to be refunded due to canceled flight. They said that I have to contact Iberia. Daniel stated I have to contact them. I went back and forth trying to get a manager but got nothing. This is really not a good way to treat your customers. Please contact me regarding this issue ASAP. Why are you holding one of my tickets hostage and why did you even separate the tickets? I am also going to contact European Agency that deals with violations.
Original Review: I have purchased my premium tickets to fly to Spain. Due to COVID19 my flight got canceled. Iberia confirmed that I would receive a full refund after 2 month of me trying to get an answer. However, it has been 6 month now and I still don't have the money. I keep trying to reach them but I get a roundabout that I cannot talk to their refunds department.
Simple enough, DO NOT SPEND YOUR MONEY ON THIS AIRLINE. One star is not even enough from flight attendants down to customer service. Just simple rude people in an industry that is struggling right now. I was going to travel back in March 2020 to Europe and then the pandemic hit and I had to cancel the flight. A month ago (April 2020) they told me they CAN REFUND the money with no problem but I need to wait a couple of weeks because of the pandemic. Now I'm calling (JUNE 2020) and they said they have denied my petition for my $$ back and the have issued a voucher and then I can use it. I have never requested a voucher and now they'll make me use it. There's no consideration and definitely not good customer service. I wish you the best but I will not travel with you again! Keep your good work www.Iberia.com.
I had a flight from Barcelona to Boston on Mar 30.. But had to get there from Italy. Italy flights were banned from landing in Spain. I got a notice in email from Iberia stating that I had five days to claim a 'voucher' from iberia. Then three days later they CANCELLED THE FLIGHT. No money back.."Oh too bad..you applied for a voucher so no money will be reimbursed." This is against the law by passenger rights. I tried 8 times and waited on the line over 40 minutes. Get only a recorded 'voucher' application message.
They are deceptive thieves. They knew they would cancel the flights and instead push the customer into a trap so as to 'legally' keep your money. Not only that - the 'voucher' is not for the total money paid. They keep the fees!!!! And the dates of available flights are limited and lost after December 30. This company..now owned by LEVEL is deceptive and disrespectful. They will get a bail out from the government and keep your money too. DON'T BOTHER WITH THIS COMPANY. Alitalia on the contrary - refunded all the cost of the flight for this trip. Why should coronavirus flight cancellation victims PAY THE AIRLINES TO CANCEL FLIGHTS? SEEMS TO ME THAT'S AGAINST THE LAW.
I am trying to cancel or postpone my flight due to COVID-19 travel bans. I call the international number for Iberia Airlines and to continue in English I press 1. Then I get a Spanish recording that I do not understand. I then call again and go through to 2 and the customer sevice person is Spanish and does not speak English. She cannot help. There is no email or other contact details. I have sent personal messages on their FB page and get an automatic message to contact their ibot chat. It is only in Spanish. How do we contact Iberia to sort out our travel plans?
I haven't yet traveled with the Iberia airline, (fortunately I think), but without words to describe the very despicable way of treatment by the customer service team, they first sell me an itinerary from USA to Spain, after a month they changed everything without respecting the connections or the schedules that already had. After consulting them to make an arrangement, they replied very rude and without any interest to help me with the situation, on the contrary, they advised me to cancel it 'because they no longer had availability', (I don't understand why, if there was one before), and ensuring total reimbursement.
It's been more than a month and I'm still making continuous calls and long waiting times to hear the same answer, 'it's being processed'! In addition to being a great lack of respect for the client that they sell an itinerary that they don't have, they debit the credit card money in just 24 hours and then take a whole month (or more) to return it, it only shows how little they care about customer needs and satisfaction, it is a pity that it's one of the only options to travel within Spain. I will try not to do business with them ever!
Awful flight attendants, food, administration. I purchased (5) tickets to fly from SFO to Sevilla, Spain. Company did not have dedicated Iberia employees... more like San Francisco “rent some inadequate help” during check-in.
2. They forgot to tag my suitcase so it would surely get lost.
3. They split me off our family reservation so the tickets could not be changed at the same time. Iberia rep on phone said, “Not sure why we did that, but we can’t fix it. Sorry.”
4. Total incompetent airline with rude incapable employees.
Avoid this airline!
I flew from Madrid to Chicago on Iberia yesterday, and had an absolutely terrible experience. Our flight was delayed by over an hour (not their fault), which meant that we were on the plane for ~11 hours. We were offered food (but nothing to drink) a short time into the flight, and then ignored until around an hour prior to landing at ORD when a cart of snacks and drinks came through. No water, snacks, nothing. The only interaction I had with a member of the cabin crew during that time was when they reached across my friend and I to shut the window blinds. I would gladly have closed it, but they did not even bother asking. None of the staff were friendly. The flight itself was okay. The wifi was unavailable for the entire 10+ trip. This was quite possibly the worst service I've experienced on a flight, and I will not be flying with Iberia again.
I have a work visa for USA. I have been traveling on it for more than 5 years now. Iberia denied my boarding as they did not understand my visa. Result, flight missed, charges incurred. No apologies. Nothing... I have raised a complaint but I don't expect any action as Iberia is widely known to be a mess and will soon dissolve. Iberia, if by any chance you are reading this (doubt it), treat your customers right and you will indeed make money. You ruined my travel experience.
I have paid for extra luggage with Iberia, currently 2 × 23kgs plus hand luggage. One of my suitcases is 14kgs and the other 28kgs. And they won't let me spread it over two bags, they want to charge me another €100 for 4 extra kilos. Even though one bag is only 14kgs. What a joke honestly. I choose Iberia because I believed them to be fair with luggage. How wrong was I!
If I could give this review negative stars, I would do it gladly. There are political disturbances, riots, and fires happening in Barcelona at the moment. I had this vacation planned with 5 other members of my family, my two girls of 6 and 8 years old included, but I will not travel to such place and risk our lives. I contacted the airline to get a credit and use it for another ticket. They rudely said no. The lady even laughed and said there's no way they would do that as if mocking me.
Then I said, "Ok, let me change the tickets to another date". So I gave her the dates and she proceeded to tell me that there would be a $275 penalty for each ticket plus any fare changes. I said, "Ok, check the tickets and see how much more I would have to pay". It turns out that I first checked, on my laptop under their website Iberia.com, on date for January 15 - 20th, 2020 and each ticket was $598.16 per person. But when the Iberia representative checked on their end, the tickets were $867.13. So I had to give them $402.33 more per person which totaled up to $2,413.98 more besides the $4,438.80 that I originally paid. I tried to search other dates and these were actually the "cheaper" ones according to the rep.
I asked them in the nicest way to please make an exception and with their arrogance they said they have never done any exceptions and they wouldn't do it now. We are 6 travelers and they did not attempt to help in any way. I am outraged at this airline and will never travel with them again! A friend of mine booked a flight with AA and he also decided it wasn't safe to go and he was given a credit to use it within a year for another flight. So now I know who will be getting my money when I travel.
I was looking forward to this vacation with my family, but I simply will not put them, and especially my daughters, at risk. We are all American citizens and we could get stranded there or get hurt, but the airline does not care at all about the safety of their travelers. I filed complaints with them online because they do not take complaints over the phone. God forbid they have to do any extra work. I doubt anything will get resolved, but I just hope this doesn't happen to anyone else. Please....use any other airline, stay away from this rude and arrogant people.
Iberia is hands down the worst airline experience I've had in my life. Of the three Iberia flights I took a month ago, all of them arrived late. They also lost my luggage and could seem to care less about it. I haven't gotten a single apology for losing it, let alone an attempt to actually recover my bags. Their customer service numbers are an endless maze which keep you from talking to an actual person. If you do get someone the phone, they are rude and unhelpful. I will never fly Iberia again!
I have just flown from Madrid to Palma Mallorca and my husband and I have had our bags lost along with at least 20 people from the same flight. When we reported it we weren't given any number to track it with. So when I rang the lost bag department you couldn't get in contact with anyone as no one spoke English and when they did answer they said ring again which we did 10 times until we gave up. I had medical pills that I required urgently and no one would even take our calls. This airline shouldn't be in the air. It is dreadful.
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