Iberia

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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!