Iberia Reviews

Of course when I get to the airport my first flight is delayed 25 minutes making my connection now 30 minutes. I called again to get them to switch my flight and once again they said no. I am now missing my flight to Miami and they still will not rebook my flight when I call customer support until I land in Madrid. They treat their customers horribly and the customer service agents I talk to don’t seem to understand or be very intelligent.

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.

He ends up finding one to Germany and tells us to get to the airport now and then call on the way and we will get a flight from Germany to Venice, Italy. They then NEVER answer again so we have to purchase new tickets to get from Germany to Venice because now we were left stuck in Germany by Iberia. I have to fly with them on the return or lose my money. It was the dirtiest most cramp flight overseas I have ever been on. The entire plane was complaining it was the worst airline ever! The bathrooms were so disgusting I would wait as long as possible, food was horrible, the seat laid in your lap when reclined in front of you.

DO NOT FLY IBERIA! I have flown with so many airlines and this is the worst. Then on top of it they wouldn’t give a refund or credit for the flight. They CANCELLED!!!! I want to keep anyone else from getting into this horrible situation. Choose a different airline! I never write reviews and this was so bad I am writing them everyone to help others not get stuck in a random country and lose so much money!!

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.

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.

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!!!

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.

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.

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.

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.

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!

4. Total incompetent airline with rude incapable employees.

Avoid this airline!

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.

The man told us to board a bus, and we told him our parents aren't here. He said another bus was coming to get them. We got on the bus and the ride was 15 minutes long. When we got off the bus, we confirmed that another bus was coming to get them. This time they said no. There was a minor with us and legally anyone under the age of 17 who is flying alone on an international flight may be required to produce a signed letter of consent from a parent or responsible adult. The man who brought us there said: "it's okay. It's fine". The other kids were trying to contact the parents saying that we can board or get off. However, our luggage was not going to come back to Madrid and in total, we had 12 bags.

Overall we held up the plane by 30 minutes, which was good enough time to get a bus to take them here. And believe it or not, the gate that was originally written on our boarding pass was the gate we ended up at. So 5 kids and 1 minor had to go to Croatia by themselves. The parents, on the other hand, were left stranded in Madrid and another flight to Croatia wasn't for 3 days. So all in all the parents had spent $6000 on a flight to Frankfurt, then to Budapest, finally, a taxi to Zagreb. THiS WAS INSANE. 100% DO NOT RECOMMEND.

I tried getting help at the ticket window to get me on my flight I was told they couldn't help me. I would have to called Iberia. Called Iberia. Was on hold for two hours just to hear I was a no show on my flight. I was on the phone holding for two hours straight. I'm stuck with no extra money to book another flight because they refuse to make arrangements and help me get back to the USA. Lesson learned for me most definitely. I'm praying my family come together with the ticket money to get me back home.

Then, on the next day replacement flight our three purchased seats were not considered as originally assigned on the missed connecting flight. Later, on our return MIA-Madrid, we were given the wrong seats, not the ones we selected months ago when the tickets were purchased. Then on our return flight Madrid-Tenerife South, our baby stroller got irreversible damage. We are a family of three now without a baby stroller due to handling negligence by the Iberia crew. The stroller, brand Cybex and model Mios, was left at the plane's gate H68 as recommended by the air crew in Madrid-Barajas upon boarding. The stroller had a protective cover that did not sustain the maltreatment and handling negligence given by the Iberia crew. The stroller have signs that it was dragged for long distances over rough surfaces or pavement instead of being carried even though it only weights 8.70 kilograms.

Also, just to make matters worst, during the same flight, we were denied of a baby seat belt extension and a baby life-safe vest even though our daughter is 21 months old. The flight attendant claimed that our daughter ticket did not say "baby" or "infant" for the reason why, what kind of responsibility is that? Regardless, now we are without a properly functioning stroller here in Tenerife due to Iberia crew mishandling of our stroller. It is not safe to use by our daughter due to the sustained damage. We have used many other airlines in the past but never received such bad experiences. All families out there, please, stay well away from Iberia’s negligence, save yourself time, headaches and frustrating experiences and most importantly, consider the well-being on your children.

In addition, I have to pay penalty and price difference and $25 (customer fees) total of $850 (my original tickets was $1050). In the end, I asked them if they could put another flight with different airlines. The response was none "we don't do that". They couldn't even reimburse for my return ticket schedule for March 14th (today is 10 March, 2019). This is the worst customer service I have seen in my entire life. There is no help for small incident such us cancel or reschedule itinerary. If something happened you are on your own. I would never flight or either recommend anyone to use Iberia. Thanks.

After a couple of hours I got another email saying my flight was canceled. I spent ONE FULL WEEK calling Iberia without being able to speak to the same representative to claim the return ticket since I paid for it. After being told they were going to put a request (which never happened) and try to fix this situation (which never happened) I had to take another flight and pay more so I could come back to work because it is their policy to cancel flights if you don't take the first one. HOW IS THIS EVEN ALLOWED??? If I pay for it, I take it or not, it is MY ticket. INEXCUSABLE.

I contacted Iberia and Travelocity to allow me to use my tickets at a later date without having to pay a penalty fee. I had paid good money for these tickets, and was not asking for anything more than what I had paid for. After several months of back and forth, their answer was no! A week ago I called Iberia Airlines directly and asked to speak to a supervisor: the supervisor's response was that she did not want to speak with me. I asked for her name and to speak to another supervisor, but I was refused. I was not being rude. I don't think this would have happened with an American airline company. It seems to me that I will only use American airline companies in the future, to avoid this indirect discrimination from foreign airlines such as Iberia. I will also avoid booking flights on sites such as Travelocity.

How can anyone trust this airline to never return personal items left on the aircraft? After so many customer service desks and claims...I ended up filing a police report so a thorough investigation could be made. Imagine this was at the beginning of my vacation. So much for that right? I will never use this airline again! Terrible service!

I did choose basic economy for the return trip as the price difference was greater, so I was willing to pay an extra $40 for each ticket for seat selection. Much to my surprise, in managing my booking, a fee of $18-$37 was being charged for EACH LEG of the trip, on both the outgoing and incoming flights, for regular seats (exit rows are even higher)! The only seats I was able to reserve for free are for the short ORD-CVG flight on AA, but NOT the AA flight out, from CVG-MIA. Seat selection is not even available at a price for that flight. I called Iberia to complain, in hopes they would assign seats for me. When the agent tried to do that for the MIA-MAD flight, the charge was $37 and she apparently couldn't waive the charge though she admitted I had booked an economy flight, not basic economy, and that the only difference between the two is (supposedly) seat selection, which I was being denied!

I asked for a supervisor to call me back last night, which of course never happened, I have now been on hold with them for 20 minutes, no msgs stating how long the hold time is, or anything. Now, in going to Manage My Booking, I see that the entire trip, all 3 legs, outgoing (the one I paid more for, for Economy rather than Basic Economy) now mysteriously says "seat selection unavailable"!! That happened since last night, so now there isn't even an option to pay for them! For the return trip (which I'd booked at Basic Economy, so DID expect to pay for seat selection, but only up to $40 for the entire trip, not 3 separate fees--well, for some reason the short AA flight was reservable for no fee, so it is the 2 Iberia flights now--of up to $37 each!!).

There seems to be no resolution to my complaint, I would have booked the Basic Economy flights the entire way, rather than a higher fare that was described as including seat selection, had I known. Or chosen a different airline, entirely, at a somewhat higher fare!! Presenting these fares side by side in search engines for comparison with higher fares that include seat selection, without an upfront disclosure, is highly deceptive! Does anyone here have any suggestions for possible recourse?

And I am STILL on hold, wondering now whether my number has been coded to never get a response! It is just dead silence, no music, no "continue to hold" or "leave number for callback" messages, NOTHING! I believe my booking, which was confirmed (before I knew about these outrageous extra fees) is nonrefundable, or at least with heavy penalty for refunds + I have already booked an Airbnb in Madrid for the overnight layover there.

On a European flight 4 days later, Madrid to London Heathrow, which was late, I asked the cabin staff if my messenger bag was okay under the seat across the aisle as I had no seat in front of me, he said no so I went to retrieve it and put it in the overhead lockers but as I did he closed them all in front of me. I and those sat around me looked quizzical but we thought we'd got it wrong so I put the bag back under the seat. When he came back later there was quite a performance at his insistence the bag be placed overhead! I went onto their website this morning to lodge a cancelled flight compensation request but when you pull up the page in English it switches from complaint to compliment! This airline is best avoided.

After an incredible runaround, they said they will only give a voucher if you are hospitalized. Think about that. They would prefer that someone with a highly contagious disease sit in the seat next to you. Here is a quick challenge for you - Go on the Iberia website and try to figure out how to contact Iberia's customer service. You can't and that is by design. As long as I live I would never, ever, ever fly Iberia. They are horrible.

Please talk to your staff. I have traveled in worse planes, with less space and less comfortable but I would 100% go back to that due to their customer service being so much better. Also, very poor organization to the point where my boarding pass did not have the same flight number or time. I only got to the right terminal and gate because there was only one flight going to Miami. Terrible! I am not one to write reviews but for the first time I could not just keep it to myself. And I am sorry, but I can definitely not recommend this airline to anyone.

No control over their rowdy passengers, they walk up and down plane whole time, gather all over the plane and hang over other passengers trying to get some rest, leaning over their seats, speak loud for hours, grabbing on to anything and everything around them, no respect for people, it's absolutely savage! Not ONE attendant in sight while this is going on. Turbulence came, it was pretty rough, seat belt sign never come on, not one passenger stopped talking or went to their seat, stuff was flying everywhere. Extremely loud passengers, no one checking them, no service, you ask for assistance, no answer, attendants are very aggressive if you go in the back and ask for any type of help with this! Plane is also dirty, captain doesn't speak a word of English even when he's speaking it, announcements were low and no one could understand what he was saying or try to say.

Also they will advertise wrong terminal (on your boarding pass as well as online) so be VERY careful to triple check when you land from USA to Madrid cuz info desk there WILL be empty and you might get stuck... There needs to be an undercover federal agent on one of these flights, I do not even understand how USA does business with them??? Seriously dangerous and sloppy ** airline, no diligence, serious danger. Do NOT even consider them!

I have tried to contact customer service by e-mail and phone. When calling, either the calls are not connected, or they are disconnected far more often than actually being able to complete a call with a customer service representative. The actual representatives have ZERO personality or compassion and speak as if they are preprogrammed robots. They also apparently do not have supervisors with which to speak... quite interesting. When e-mailing, which is recommended as the only way to remedy the situation when calling, the response time lapses for days and is also lacking any form of human undertone. Each e-mail response appears computer generated, impersonal and does not address the issue mentioned in my original e-mail. I have truly never experienced such dissatisfaction when dealing with a company. It amazes me that they are still in business.

At the last possible second before closing the doors - after I was hysterical that we needed to know something about how to connect at our destination as they were threatening to cancel my ticket if I wouldn't get on board without any knowledge of what they were doing with his ticket - they mysteriously let him on the flight. More recently, I had two bags lost for a total of five days on the way back to Spain from a trip to Bali via Hong Kong.

I had important work meetings and was without all of my clothing bought specifically - and not cheaply, as I work in fashion - for the meetings. When I tried to call Iberia to get information about my bags, the first "customer service" operator hung up on me. Following this – for the next few days – I called the luggage phone number AND the Iberia plus number (I am a platinum member, which apparently means nothing) multiple times a day. I was told that my bags "had arrived, and been handed off to the luggage delivery service," but not a single person I spoke to was able to contact the delivery service to ask why it had taken so long to deliver the bags; nor were they able to let the delivery service know that I work all day and cannot simply wait around my house with no notice as to what day/time my bags were arriving.

My friend, who was flying with me and whose bags were lost as well, finally reached an Iberia representative 100 phone calls later who was able to give her not one but three different possible delivery phone numbers. We tried calling and texting all of them and had several wrong numbers before finally someone picked up with knowledge of the matter. I got on the phone after her to arrange my bag drop off time as I knew they would not proactively reach out to me, and the man said that no, he could not come drop the bags to us after 6 pm because he would, "be asleep by then."

I was forced to have him drop the bags at the café below my friend´s apartment (10 min away from my apartment), go to the café, and then pay to take a taxi myself with my bags to my own apartment. I fly with Iberia all the time - as the company I work for sends me on flights that, when coupled with my vacation flights, probably amount to 20,000 - 30,000 Euros per year, and it´s no joke that they have lost my bags about 10-15 times to and from long-haul destinations. That alone is intolerable. Not to mention waiting 5 days to receive luggage and being told that it cannot be delivered after normal office hours (which has never usually been a problem).

When I made a phone call to inquire about the discourse for claiming lost luggage compensation, I was told that I had to submit receipts for "basic items" and would be compensated 50 Euros per bag per day the luggage is lost. NOT SO for any other airline in the world, which compensates with a 100 Euro or Pound gift card upon arrival at the luggage claim desk, no questions asked.

I dug for my receipts, submitted them and of course, true to form, when Iberia called me back (one month later!) I was told that they were not sufficient and that I needed to contact the stores to request INVOICES with tax IDs for all purchases made that would then have to be submitted to a review process before possible compensation. When I asked to speak with a manager, I was told, "they are in a meeting." Riiight.

This airline continues to surprise me with new lows in customer service, as well as flight quality. As a baseline, for any product or service I purchase with money, I expect to be treated as a customer. With Iberia, there's no guarantee that I will even be treated like a human. More than happy to file a class action and pursue legal discourse, please write back to this post if you have had similar treatment.

When I used the travel cancellation insurance, I was told that we would only be reimbursed for the person who was injured or sick; they stated that their insurance would not cover the balance of the 3 tickets on the reservation because theoretically they could travel. This was unbelievable to us. My father & I were not going to leave my mother alone with her diseased eye for 2 weeks, and our family friend had no interest in traveling alone out of the country. We believe it was unreasonable for the insurance to deny our claim.

I reached out to Iberia Airlines customer service chief director with two separate emails on the situation and he did not even reply to my email. My concern is that you would think that an airline the size of Iberia would have a good travel cancellation insurance policy, but that is not the case. We are very disappointed with Iberia customer service, their lack of reply to our situation and their lack of assistance with the insurance carrier that they represent. Buyer Beware!

After another tight transfer in Madrid requiring running I arrive in JFK but my bag doesn't. I check my email and have an email from Iberia saying my bag didn't fly with me and will be transferred to JFK asap. After this the following fiasco occurs: I arrive at the baggage office in JFK and see 15-20 other people from my flight also missing bags. (This says a lot - someone screwed up big time.) After a long wait inform the agent that I am driving back to Ohio the next day. She says that is fine and asks for the nearest airport to me and informs me that they will get it to JFK then transfer it on another flight to Cleveland and it will be delivered to me likely within 24 hours. She also stated I will be able to track it online.

2:30 hours later I have no bag and I check the link provided with my case to check my bag and find no updates. I make approximately 10-12 phone calls to Iberia and nobody is able to tell me where the bag is. They say they have to send "internal communications" to the airports involved in the transfer and wait 24 hours for a response. During this entire process I was treated rudely, uncaring, and hung up on 4 times. They also refused to transfer me to a supervisor - first saying they didn't have one then saying it was their policy to not give customers direct access to their supervisor.

During this process all I get is the information of the flights the bag was scheduled to be on but nobody can tell me that an airline. Agent confirmed that the bag made it on the plane and again "you just have to wait until the airports involved get back to us with confirmation." After being fed up with this I decide to drive to the Cleveland airport and speak with the American Airlines baggage desk who is supposed to be receiving the bag. After speaking with the very friendly agent there who at first says he can't find the bag tracked in the system and that I have to keep trying with Iberia. However after hearing my tale of woe continues very professionally to try to help me.

After determining they added an expedite tag number to the bag that was being used to track it all along in their "world tracer" system (why Iberia didn't know this all along is beyond me) he was able to tell me that JFK was late in getting the bag out (not surprising for an airport that big) and that it was boarded on a flight this morning that just landed in Cleveland and would be unloaded onto the baggage claim right outside the baggage office door in about 30 minutes. So 45 minutes later (after profusely thanking the competent, friendly and professional staff the at the AA baggage office) I head home with my suitcase with all the olive oil and vinegar etc intact and ok.

Bottom line this spoiled my experience with Iberia and it will be my first and only flight with them. However it redeemed American Airlines as well after they broke a wheel off of my suitcase a few years back and didn't replace it because they "don't cover wheels and handles." I am ok with that as long as you can keep track of my bag and treat me like a human being. Which they proved they can do both.

Is this some kind of joke. Then why would he ask me to call back. Out of frustration when I said why the hell he asked me to call back, he was giving me etiquette lessons by saying, "see now you are saying what the hell". It's very disappointing how Aniruddh, showed least empathy towards passenger's situation and is simply asking to refund the ticket and offer refund before departure, when pax has actually booked tickets to go to a wedding. First rule of customer service is empathy. Try to put yourself in passenger's shoes and try and understand the situation they are in, because of the airline schedule change. Based on the service received from Iberia agent Anirrudh, I have doubts offering Iberia to our customers in future. Very disappointed.

Well I booked my flight. 121 Euros. Mallorca. Brussels with the usual stop in Barcelona or Madrid. Guess what? The confirmation email came. I was supposed to be in Madrid instead of Mallorca. Because Iberia decided so. Because They have schemed a Crap website where you can enter the data. But oh Sesame the data is miraculously converted in Iberia Currency. So I entered Palma like a thousand times for many years but Iberia website manages to glitch data. I tried to change the flight. No way. The site is a trip to Dante's Inferno. You end up exactly case 0. As I need to be in Brussels in March and best rates are gone, I had to book with the impeccable Norwegian Airlines. With a stop in Danemark. Never was there ever. I took the risk to lose a ticket should I wake up completely depressed. It happens more and more. Europe is turning into a Albanian Macedonian trap.

In total, I will survive. I just know I lost 121 euros because the dishonesty is such you can't cancel the flight but in eDreams. I never booked with eDreams or TripAdvisor. I do go directly to the right place. Iberia is Iberia. Do not fly with these modern Thieves. Do not fly with Vueling. Fly with serious companies. So far, Norwegian and Easyjet never failed me. Air Europa can be ok but do not rely on their crap website. Call them. Buy at airport. I will contact Iberia. If they do not refund me, I will write the most impertinent review ever written. I had enough of the Spanish Pains in the **. Spaniards are the new European Chinese. Same flag. Same frame.

For the next 15 days, I would be making daily phone calls to their helpline. By the way, they only allow you to call the "call centre" but the people here cannot really help you - they don't know what's happening on the ground, neither can they make any decisions regarding your request. I asked them to send my baggage to Cusco where I was - call centre people said "yes, we will leave a message for the airline to do so". But every day I called up the luggage would still be in Lima and the call centre people kept saying "yes we will leave the message...". This went on until my final day when I was in Lima to fly out of Peru and there, I picked up the luggage myself (after a very convoluted process at the airport in itself).

Needless to say, I made a claim to Iberia for delayed baggage compensation. They issued only half the amount of what their policy says I should be entitled to, and despite my question as to why, they informed me that the case was closed without giving any reasons. Now in order for me to make a claim through my travel insurer for the additional expenses I incurred, I would need a letter from Iberia stating simply the date they returned the luggage to me and the final amount they compensated me. But despite me sending several emails to the helpline email address requesting this, they refuse to give me that letter. This effectively prevents me from making a claim to my insurer to cover the costs incurred by me as a result of this airline's **. The worst airline ever who does not give a ** about their customers.

No good for me as I then left Rome to meet my sister in Tuscany - in the clothes I stood up in. On my return to Rome my bag was there. Then on the return flight I was horrified to see that three teenage girls (friends of crew?) had been allowed in the cockpit during the flight. This was reported to the CEO with no action. Again in Madrid the connecting gate was a mile away and again I only just made the flight. NEVER AGAIN - A HORRIBLE EXPERIENCE which soured my reunion with my dear sister.

Of course, the attendant couldn't accompany her into the jetway from the gate to the plane, which was quite a long one. My mother told the Iberia people at the gate she wouldn't be able to walk all the way in holding her walking stick and bag. She had already walked the entire distance (not short even for a non-octogenarian). Once again, one of the attendants volunteered the same as before and (I stress) not an Iberia employee to help her walk into the plane. But at that point, the shift manager I mentioned before went ballistic. She stopped the poor kid, grabbed my mother’s bag, tossed it halfway back up the jetway and screamed that she would prevent mother (who must be all of 5 3, thin, retiring and prone to shaking like a leaf when attacked) from boarding since she endangers the flight.

By now, my mother was in tears and the flight attendant drawn by the noise looked out and took refuge in the cockpit. My mother decided to take a stand and continue on her way. At that point the flight attendant came back out and informed the shift manager that the pilot demands that my mother be allowed onto the plane. Once aboard, both the pilot and the flight attendant swore they would report the matter to management. But things didn't end there. Upon arriving in Madrid, my mother and 5 other wheel-chair bound passengers were simply left to fend for themselves, sitting around, waiting for help. One of them actually missed her connection.

My mother's connection, thank god, was with American Airlines. However, one of her suitcases came late. It had been delayed for security reasons. We have since received apologies from American Airlines, through whom the flight had been booked, and British Airways, which handles Iberia in Israel. A month or more has gone by and not a word from Iberia.

When we arrived MADRID at the customer service of IBERIA was a long line of passenger. Although we were very tired we joined the line, we were waiting there for 2 1/2 hours and when we arrived the clerk he took the voucher and check at the computer and said that it's written that they paid us already at GRANADA. We couldn't believe that lie. It was crazy. After my husband was furious the clerk call the manager and she said someone at GRANADA possibly did a mistake and she tried call GRANADA but they didn't answer at 21:00. We explain that we are flying the next morning out of the country So she took our email and promise to try found out what happen. IBERIA didn't call us the next morning. It was exhausting experience and we lost the few hours that we have planned at MADRID it felt Kafkaesque.

One Iberia assistant tried to help us, we were all booked on Latem to Frankfurt with a connecting flight from Frankfurt to Dubrovnik. We were delayed for 3 hours because of bad weather conditions at Frankfurt, just to miss our next connecting flight to Dubrovnik. Arriving at Frankfurt, 2 of us, my name and one lady from New York names could not be found, Latem assistant tried to assist, and eventually we were also allowed with the group to go to the hotel, and booked by Latem through Lufthansa to depart the next day to Dubrovnik. When arriving at Frankfurt Airport the Monday checked in at Lufthansa, we were not booked in by Latem at all. Only one person of the group was booked. We all had to purchase new tickets just to start our planned holiday in Croatia. We ended at Dubrovnik 3 days late for our planned trip.

Our luggage was almost lost, we found it at Dubrovnik, lost the accommodation which was paid beforehand, as well as the car rental car and deposits. Since we came back from the trip we've contacted the Customer Care division of Iberia telephonically and various emails they "claimed" they refunded at least the additional air ticket, R356 was paid into my bank account, what a joke, the total costs was R11 500!!

NEVER EVER TAKE IBERIA, RATHER FLY EMIRATES and you will take longer, but actually it won't be longer, because you will arrive on the planned time. Worst airline and no service. A disgrace, we've met more people in Croatia who was reserved on the same flight, they said 25 of them were driven in a cargo from one port to another who also could not found the terminal, they were dropped off just in time for the flight. The poor people from America had to be in Croatia for a wedding, having the groom's wedding ring. They took a train that evening from Frankfurt and another flight from Germany and arrived in Croatia the Sunday morning a hour before the wedding without any sleep for 48 hours.

The only reason I can see for this was that one elderly man was getting a little mouthy. They said that they had no vouchers, transportation, or places to stay. When pressed, they lied (twice) about reimbursing ground transportation that we found. I loaded my exhausted children into a taxi at 2 AM and ran up a $680 taxi fare after Iberia shirked responsibility. When I called the next day, they said that they were not responsible and would not pay. They should be sued and/or have their license to operate in American airports revoked. Iberia Airlines is a poorly run, INCOMPETENT LAZY AND DISHONEST COMPANY!!! Do not fly with them and refuse any carrier who pawns them off on you, or you may get screwed like I did.

Updated on 01/12/2018: This is a continuation of the complaint about a flight 6 Months ago (see my previous review). Iberia told me in October (2.5 Months ago) that a payment would go out in 20 days. Approximately 50 days later, I get an email asking for my bank routing. It is from a no-reply address with no contact info, no instructions and containing broken website links.

I call Iberia and use my case number. The operator can't find it. 6 minutes on hold and she says that I have to go back to the Iberia website and enter a NEW COMPLAINT, including the information. I asked specifically "Is there no one there who can help me over the phone?" and was told no. The website is entirely outdated and built to dissuade successful use. There is no help option. You have to scroll through every airport with no type-ahead. If you have an error, it gives no clue to what is causing it. There is no way to resume a claim and the site asks for all sorts of superfluous information that you will have to source to submit the form. For no apparent reason, the website times out your session.

This company not only LIED to me multiple times, but their customer service department has perfected the art of being completely unhelpful. P.S. I recently had a flight with Delta during the Atlanta airport power outage. After this experience, I feared the worst. Instead, Delta was professional and amazingly helpful every step of the way!!

After that, they told me that they cannot transfer the money to an account in a currency different than euro. However, the account is in euros. So we send the letter again. Hence, they said that they cannot transfer overseas... So we send the letter again. Again and again. Finally, I gave them a friend's account in Spain but they say that I have to send my friend's DNI copy to check the signature (what signature? My friend was not supposed to sign the letter). And that was so ridiculous that I told them to keep the euros. They always gave another excuse but never a solution. Be careful. Fly with Air Europa, Lan, American Airlines, even a low-cost is better.

Needless to say, the points didn't go through so tried to contact Iberia again and went through the 15 minutes explaining to be told there was no offer even though it was on their website. This then prompted my being cut off again. Managers refuse to speak to you and no one takes ownership. Terrible terrible customer service, I hope you never need to call them!

On September 28, 2016 I began calling the Miami Iberia reservation number (800-772-4642). It was extremely difficult to get thru since as the recording said "all agents are assisting other customers". All probably meant the only one agent on duty. I would hold and listen to the scratchy awful music for up to 27 minutes sometimes. Call after call, I got the same damn recording.

About 3 days later, I got lucky and a real live person answered. I gave my booking number, explained that I needed to change my return flight. The agent then put me on hold while he tried to figure out the change fee on my ticket. After about 15 minutes he came back and said he could not find the change fee amount, so he has to send a request to Spain. They would get back to me in a day or two. On the fourth day I called back and again was tortured with their music on hold endlessly. Finally when I got thru to a live person, I was told they had a reply from Spain. I didn't care what the change fee was, I just needed to move forward. I stated that I did not have a new return date, so was it ok if I called back when I did. The agent said no problem.

On October 1, 2016 I tried to reach Iberia to make the change only to have to be put on hold ENDLESSLY!! I arrived in China on October 8, 2016 and immediately began calling Iberia Miami to confirm my new return date. Finally, on October 13, 2016 I decided to hell with Iberia, I will dispute the charge on my credit card. I called my card company and the lady asked if she can call Iberia to try to resolve my issue in order to avoid the dispute. I said OK. She was able to get Iberia agent on the line in a jiffy. I confirmed my China contact telephone number with Iberia and my card company and I was put on hold. After listening to music for 32 minutes, the call dropped. Since then, no one has called me back to finish this ordeal.

My conclusion is STAY AWAY from IBERIA. If you want to book online, first you must check if they offer changes/cancellation on their site. If not, you will have to make calls and listen to awful music as I did. IBERIA is NOT QUALIFIED to DO BUSINESS in the USA. I hope I can help save one of you out there from the agony I experienced.

It turned out that my daughter's flight was the next flight, flying out at 8:55 PM. We came for 5:30 PM flight because I brought a wrong printout. :( Now I'm trying to get a refund for my unused ticket but after a month of messing with me, Iberia just refused to pay without any explanation. Customer service at Iberia is the worst service among all the companies I know. What they did is a plain thievery.

It never showed up! Tried to call them the number that was given was invalid! We were leaving Rome the Next morning, got back to the airport, get there early 5am and of course no one is working in lost and found at that time. We search through what suitcases we could find and there was no sign of the suitcase! We had no option but to get on the flight to Croatia that we had already booked and through Facebook, which was my only point of contact I could tell them we have moved on and give them another address to send the case. This happened for 2 months of traveling. They had no idea where the bag had gone, no phone numbers were working, no sign of the bag, no compensation had been given.

Getting back to Australia, I have made contact through phone a few times, but they keep saying that lost luggage is not their department and they will call me back! They are in Spain and I am in Australia, they will never call me back! I have made claims and sent all claim information by mail and through email! All the emails we have received are no reply emails, and they are very blunt! They still have no idea where the suitcase has gone and they have told us that they have sent a cheque in the mail, that was almost a month ago and we have received nothing! I have sent everything through registered post and been calling and Facebook messaging them as much as I possibly can!

Apparently the cheque they have sent is only worth 700 Aus dollars. If this is the case this does not cover the suitcase and is pretty insulting. I have and will be trying to pursue this and get what we are owed even if according to the 'Montreal's convention' it's not as much as we deserve, they don't deserve to be an airline if this is how they are going to treat their customers from around the world. I have been harassing them and I know they are not enjoying it as they ended up blocking me on Facebook! It's not good enough and the airline should be ashamed of their actions. I feel like I'm fighting a losing battle but I will keep on fighting!

After explaining my position, the personnel showed no interest or concern. They repeated, "the next flight was back to (BCN) is at 840 am in the morning." There happened to be another passenger there with the same problem. After asking to be put up at a hotel for the night, then she started making calls, handed us a slip, and told us take a taxi outside. She told us, "They will know where the hotel is." We both went on a taxi line, which was a 45-minute wait. It is now 1 AM. Once we got there, the man informed us we were at the wrong address because the name was spelled wrong. The man called another taxi for us to take us to the right location.

After arriving at the second location, I tried to get in touch with my family because they had not heard from me in almost twenty-four hours. My phone connector was located in my suitcase but I did not have it in my possession. I borrowed a connector from the hotel and subsequently incurred roaming charges on my cell phone because the hotel has no Wifi. I had no personal items with me, due to me not having my suitcase. The next morning, I called a taxi and headed for the airport, which was one hour away. I was told would be given back my taxi expenses at the airport, but there was no one there to handle the claim.

After arriving at (BCN), I once again inquired about my luggage. Still, there was no explanation for where my luggage ended up and so I was forced to put in a luggage claim. One bag finally arrived on Monday the 27th late in the evening and the other near the end of my trip on Wednesday the 29th. However, I was there for an anniversary celebration and was forced to buy more apparel. I was practically lost, with no personal supplies, and none of my necessary clothing. I am totally shocked by the behavior of the Iberia personnel who did not seem to care very much about their customers satisfaction.

There should be compensation for all the stress and items I had to purchase but it's without a saying there is no amount of compensation that will counteract this dreadful experience. The job is to hand you a slip - no apologies, no interest and give no reasoning to why things are done like this. I travel all over the world with different airlines, never called half an hour before the plane is schedule to leave to board, so the flight never leave on time. So there is always the chance of you missing any connection, only if it is about three hours away.

So I question why on British Airways online site where I book my flights, you are given an option to also book a BA coded flight with Iberia Express? My story is this. Yesterday evening 26/09/15 I flew back for the first time with Iberia Express from Palma to London Heathrow. This was the only available flight for me and I naturally expected the flight and service to be of a similar standard to that of BA's. When I boarded the plane I was instantly shocked by the seating. It made Ryan Air look like a luxury airline! The seats were tiny and the cabin looked like it had been designed to cram as many seats in as possible to transport an army of midgets.

The gentleman sitting next to me was 6'7'' and had wanted to fly in business class but had been informed that there were no seats available. His legs, which I've taken a photograph of (this will be sent to BA along with a further complaint) were crushed partly under the seat and partly out in the aisle. In my opinion and others sitting around us this must have breached what must be considered airline safety and also health and safety. This gentleman asked if he could pay to sit in Club Class when it became apparent that there was an available seat but was told by the senior member of staff, "No, we cannot do that".

When I stepped in and argued that that was not acceptable she seemed unable to get her head around the fact that he could not fit into the tiny seat and that he could easily get seriously hurt if the flight encounter turbulence. Her attitude was very trashy and dismissive. Thank you Iberia for employing such intelligent staff. I question how the airline staff would respond in an emergency?

And the other issue I'm seriously annoyed about is that the on-board service was similar to Easyjet. We had to pay for our drinks and snacks??? The plane was both old and filthy. I'm 5'2'' and my head was inches away from the seat in front of me and I was constantly assaulted by a dirty curtain hanging in front of my face which was suppose to divide business class from economy. The business class section looked very basic too.

Finally I'll now argue with British Airways that they should not sell Iberia Express flights on their website. The type of person that books flights with BA expects a good if not excellent level of service and Iberia Express are a basic 'run for the plane', trashy airline staffed and 'who wound up the elastic bands to take off' airline who should not be selling seats via the British Airways online site. I and just about everyone else on last night's flight were disgusted and stunned by such low standards. Needless to say I won't be flying with this airline again!

The sales agent said she should check my name on the flight since both Iberia and Vueling were operating the same flight. She came back and said I was not on the flight and that I must buy a new ticket. I did, with Iberia for 560 euro plus and insurance. She said that this was the only solution for me to get on the flight. I really was had to be sure I could go that day so I had no choice. I had already paid 250 euro with Vueling for the same flight.

When I came to the airport I found it was Vueling who was operating the check in. No Iberia staff in sight. I told the check in agents about the problem. When they searched their system they could only find the Vueling ticket that I never got confirmation for. They also said they were from another company, not Vueling, just a handling company so they could not do anything about my double booking. The Iberia ticket I just bought did not exist, they said. They gave me a boarding pass for Vueling.

I called the same minute, before departure, to Iberia customer service to tell them about the problem and to cancel the ticket that did not exist and give me back the money. The agent said he should file a report and call me back. He never called back. I called the next day and they promised again to make a report. I have since then contacted Iberia customer offices in Sevilla, Barcelona, Madrid and I have called many times. I have made a written report in paper and on internet. Thus far nothing has happened. I have paid over 900 euro for a ticket to Sevilla one way from Copenhagen. It was the sales agent of Iberia who did the mistake telling me I was not on the flight and forcing me to buy a new ticket!

I received an email apologizing for the cancellation with a 20 voucher for my next booking. If the refund is available to me why don't they send me one instead of the voucher? I am very upset about this because all up it cost me 350 to get to Barcelona instead of 50. I have lost faith in low cost airlines and I want to warn others to not fly Vueling because there is no easy or economical way to communicate with them if things go wrong. They don't care.

Return flight from Madrid to NYC. Check in was lousy with this grumpy old man and again quite a line at business counter. First security check was quick and they singled me out for a pat down. Passport check was fairly quick. We decided to leave the lounge a bit earlier so as not to rush to the gate. A real nightmare started there. The passport clerk told us to go to his supervisor who said my daughter was selected for random security screening. To our horror, there was a huge crowd of people waiting for this and the line was barely moving. We have 30 min to flight departure! After 5 min, I asked and the clerk said "so?" Finally after another 5 min, my daughter was called. They rechecked her backpack and patted her down. Mind you we both wore tights and slim t-shirts so hiding anything on our bodies would be impossible!

We made it to our flight on last call! We were so upset that we kept going to the bathroom every hour. Once at JFK, passport check was fast, luggage came out very slowly!!! And our bags were screened for the third time!!! It appears that Iberia singled us out as terrorists or smugglers! I never had my bags checked this many times or had both myself and my daughter patted down. It was horrible. We have no criminal records, smuggling, no suspicious travel etc. Never again, they can go to hell.

Customer Service were absolutely useless and I had no alternative but to cancel the flights and request a refund of monies paid. I am still waiting for my refund despite numerous telephone calls. Iberia have made all sorts of excuses even advising that the banks hold on to my money! I have been greatly inconvenienced by Iberia because I have had to look and pay for alternative flights. Never again! I would never recommend this company nor would I ever consider using them again.

Fast forward 3 and 1/2 hours later, 5 phone calls later, 4 times being hung up on by customer service reps who were "transferring me to their managers," they finally "resolved" my issue. Luckily, I had an email confirmation with a day/ time stamp. I provided that information plus the phone # I called from when I initially made my reservation. The manager was able to locate the recording of my original phone call, he listened to the 40 minute recording & confirmed that I INDEED paid initially!

I INDEED provided credit card information! The customer service rep then ONLY offered for me to re-purchase the tickets for the same price I paid. Again, this is after 3 & 1/2 hours of endless frustration. They offered NOTHING for all the inconvenience. No upgrades, no apologies, nothing. This is a horrible airline. I am a frequent flier to Spain & I would NEVER fly with them again. Run now if you value your time, sanity and your money.

I subsequently made a series of requests for information from Iberia Customer Services (12/07; 13/07; 14/07; and 16/07/2015). These requests were met with general disinterest and, at best, inaccurate feedback in relation to the location of my Lost Luggage. Please also note that many Iberia Customer Services staff appear to possess what used to be politely termed, "limited English skills". Bizarrely, I was initially led to believe that my Lost Luggage had been sent through to Heathrow on a later flight.

With this in mind, on 16/07, I wasted 5 hours and incurred an additional cost of 40.00 going back to Heathrow in an attempt to recover my Lost Luggage. It was only as a result of assistance from BA staff at Heathrow (who have proved considerably more helpful than Iberia Customer Services) that I found out no one has any idea where the Lost Luggage is. Further note that Iberia only finally acknowledged this after I pointed out what had happened at Heathrow in 16/07! I then demanded to speak to an Iberia manager - Iberia Customer Services refused to refer. I have since heard nothing from Iberia - even after making a written complaint. Needless to say, they'll be hearing from my solicitor in due course. Quite frankly, I don't expect this sort of service, business class or standard, and have no intention of travelling BA/Iberia again as a result.

I spoke to 3 different representatives and was hung-up on 3x. I was told someone would call me back with a resolution in 48 hours max. No one did. I tried to call multiple times with no response leaving my family to purchase a new set of tickets to return home through another airline. Now back in Canada I've called 3x, spoken to 3 different customer service representatives and once again hung-up on 3x after being on hold for over an hour. I'm disgusted in how they've treated their customers and have yet to hear back regarding my request.

Filling a form in their website simply does not work, calling their support number no one was able to address the problem or provide me a solution, last but not least, filling-in a complaint in the website does not work as well as in the last moment you are told the page expired. Was all this done on purpose? Maybe yes, maybe not, however I will never ever book a flight anymore with Iberia. I don't care how cheap it is. I urge you to stay away from them. Save yourself the headache and time!

In extremely hostile tone company officials told that the only option would be to buy a new ticket (about 1500 Euros) and wait for 36 hours in the airport lobby. Not agreeing with the "solution" suggested by the company, I headed to another company and had to buy a new passage in the amount of EUR 1050 and wait for 12 hours. Very unfortunate the attitude of the company. I am starting to lawsuits, recover my loss of money and compensation for moral damages.

1st Customer services contact **, would not put me through to a supervisor then told me the supervisor had just left the office and would be back in 2 hours. I am of the opinion I was lied to. Phoned back 2 hours later talked to ** who told me she would put me through to the supervisor. I then waited 30 minutes before the line went dead. I am of the opinion I was being fobbed off. I put a complaint in via the Iberia website and got a message, "your message has been received at the Customer Service Centre." There was also a reference number for the complaint.

A few days later I tried to see how far my complaint had advanced, used the reference number I had been given on the Iberia website and got a message that the complaint did not exist. Obviously all complaints to Iberia go through the internet to Iberia and then straight in to the rubbish bin which saves the centre the hassle of actually dealing with it. There is no way of contacting the actual Customer Service Centre. When you phone, you actually go through to reservations. Iberia Customer Service Centre has no direct phone number, no fax number, and no e-mail address. They seem to be only contactable by post or carrier pigeon!

I have now written to Luis Gallego, the CEO of Iberia and who knows, I might even get a reply but there again I still believe in Santa Claus! So, when is business class not business class? When you book with Iberia. When is Customer Service not Customer Service? When you try and contact Iberia with a compliant.

In my case, I have bought a ticket through Expedia, for a flight from Manchester to Barcelona. The flight is with BA for the first leg and with Iberia for the second leg. That second leg is a code-share flight with BA. Unfortunately it is a flight that BA have cancelled. Even more unfortunately they either HAVEN'T told Iberia or (more likely) Iberia haven't bothered to listen so they're still selling tickets online.

Expedia are now unable to issue my e-ticket. They are also unable to issue a refund which would be meaningless in any case. It would take til after I am expected to leave before I'd get my money back. And there isn't any other way for me to get back to Barcelona without spending a fortune - given that prices have risen 300% since I paid for my ticket. Expedia are only following procedures - they expect the airlines with which they deal to run a proper system to handle flight cancellations. Iberia on the other hand are acting incredibly irresponsibly with seeming impunity.

I drove 45 minutes to the airport and went to American Airlines counter. The lady there told me there was an issue with my ticket. She said they wouldn't let my son board the AA plane in London because he is a minor and AA does not let minors under the age of 14 travel alone. So I called Iberia again. The agent that I spoke with this time told me that I must add unaccompanied minor service to the reservation and that it cost $100; he told me the fee is to be paid at the airport in Accra. So I left the airport and went home. The next day (one day before my son is supposed to be traveling) I called Iberia again to make sure that everything is in order. The agent I spoke with this time told that it is impossible to add the unaccompanied minor service to the booking because the flights are not operated by Iberia. She was so rude for no reason and told me that my only option is to call British Airways and AA and figure it out with them.

Mind you that I purchased the ticket from Iberia and not BA or AA. So I called BA, they said the service is not required for minors 12 years and older. Then I called AA; they said though the service is required, they cannot add it because all fights from departure to arrival are not operated by AA. My only option now is to cancel the ticket. So I called Iberia to see if my ticket is refundable; the person I spoke with told me that it is, but I had to pay a penalty of $215. She said the refund will be issued in 3 business days. So I cancelled the ticket. I called Delta and booked a flight (cheaper) with unaccompanied service with no problem whatsoever. The lady was very courteous and took the names of the persons who will dropping and picking up my son at the airports. She assured me that my son will be well taken care of.

I called Iberia the next day AGAIN; spoke with a different agent. She told me the penalty for cancellation is $215 + $25 service fee. I RECEIVED A REFUND RECEIPT TODAY. MY REFUND IS $589.88 which is $500 less than what the Iberia agents told me when I called. So I called Iberia AGAIN and asked where is the rest of my money. The agent said the $589.88 is what they owe me because the legs of the trip that flown by AA are not refundable. It doesn't say that anywhere on my reservation. How come the legs operated by BA are refundable and the AA ones are not, if all legs are Iberia flights? How do they come up with the calculation that resulted in a refund of $589.88??? Don't ask because only God knows. I will never never never ever book a flight with Iberia. I don't care how cheap it is. I urge you to stay away from them. Save yourself the headache and time.

When I said that the website allowed to purchase the tickets, the woman said, “Oh yes I know, it is a problem with our website, the tickets are not actually available.” However, she could not return my points to American Express nor could she find me tickets. She said what I could do was to submit a complaint at the Iberia website. As many have already mentioned here, it is not possible to do that. I filled out the form 4 times, but each time an error came back "Status field must be filled out". There is NO status field on the form. And there is no phone number to call where they will submit a complaint over the phone. I want them either to honor the purchase (which STILL appears as available for purchase with points at the website) or else void the transfer of my points from American Express.

I think this not fair practice to just eat all of the ticket fare and not allow for any changes. I offered to even buy insurance on top of this but was refused access. I think IBERIA is the worst airline to deal with and are the most inflexible set of folks to deal with. I know I lost $1000 but I will NEVER ever travel this airline again. #IBERIAWORST #WORSTAIRLINE #NEVEREVER.

The way that your customer service employees quickly squash complaints and have absolutely no steps in place to correct what seems to be a common problem (judged by the speed at which I was given the brush-off on the phone and refusal to speak with a manager because I would just "get the same message") implies that this is a set-up (una estafa) and is done on purpose to squeeze more money out of their customers.

Here is my story, which I'm sure is not the first: My husband and I were told at the airport that, in order to avoid paying 30 euros per bag that we could check in online to only pay 15 euros per bag. So, I tried to do this online. There appeared to be three steps to checking in. On step 2, it asked me for my credit card information to pay for our bags. So after entering in all of my credit card and personal information and hitting send, I got a message saying there was a problem with the numbers on my card. I then tried another card, but it didn't work either.

So at this point, I picked up the phone and called the customer service line to try to get help so that I could get to step 3 and print my boarding passes. The woman on the phone told me that, according to her information, I was already checked in from the internet and that I could no longer pay the 15 euros per bag because my account had been blocked, and that I would have to pay the full 30 euros at the airport per bag. I asked to speak with a supervisor because clearly this was a problem with the Iberia webpage and she refused, saying I would get the same message. Don't buy in to their "offers" to let you check in your luggage online for half the price. It's a bunch of B.S.

"You cannot fly," she said. "Why," I asked. "You are late," she answered. "No, we were on time." "Your luggage did not come," she barked. "It must have come," I answered. "Why I cannot take this flight?"

She took my boarding pass we were given in costa rica; it did not work. She looked at me as I was a mongrel and torn it into pieces and thrown it on her desk. I gave her the pass we were given by the man. It was for the 9.50 plane, but nobody informed us about it.

"Who is your supervise?" I asked. No answer. "Who?" I repeated. "Write a complain," she answered. She seemed not care. She feels she can treat passengers as she liked.

I fortunately did not fly Iberia the whole way to Spain from Boston - I flew Swiss. Talk about night and day customer service. Swiss airlines was fantastic in every way. I had no choice but to fly Iberia when traveling from Valencia to Palma Majorca. When arriving in Palma (mind you, this is a 30 minute flight!), my luggage did not arrive with me. Yes, they misplaced my luggage during the shortest flight of my entire life. I proceeded on with my day and was told I could contact Iberia if needed and trace my luggage on their online tracking system. The attendant at Iberia in the Palma airport was absolutely awful and rude. I had an increasing desire to hit her, but my mom swayed me from doing so, by reminding me that I need to be polite to get what I want! She was no help at all and as I went on with my holiday - no one else was helpful either.

I spoke with three different women customer service agents that were all useless. They were rude, unhelpful, uncaring, and selfish. One woman also gave me misinformation and led me to believe my bag would arrive the next day early in the morning, and instead it was nowhere to be found. I was thrilled at the news and then found out from another agent that she misled me. What horrendous customer service. On the fourth day of my trip - I was told my luggage had finally made it to Palma and although I wanted every agent to get in a car and drive in the uncomfortable heat to hand deliver the luggage to me, it made more sense for me to just pick up the luggage on my flight back to Valencia. Even the agent I spoke to when picking up my luggage had a smirk on her face and was rude.

I did learn quite a bit from this experience - travel light, take on medications, jewelry, and anything important to you with your hand baggage (I know this rule but didn't think a bag would go missing in 30 minutes!!!). I also learned that sometimes technology can be awful. In the old days - we used to just go about our journey and hope that our bag showed up. Now there are so many modes of tracking, communication, updates, alerts, etc., it creates more anxiety during an already severely anxious time.

I will say that one agent was quite helpful toward the end and told me exactly what I needed to hear and also said "I am sorry you are going through this". Sometimes it really is nice to just hear that and in a customer service industry such as airlines... it is a necessity and Iberia should consistently work on this. Best of luck to all of you that have to travel Iberia. I know I do because they are the only direct flight from Boston to Madrid.

The seats on this particular aeroplane did not have a suitable place in the back where magazines and such like could be stored. Normally when I travel with British Airways I can slip my MacBook in to one and fall asleep. The ones on this flight were quite flimsy and inadequate and the laptop and magazines kept falling out. As I was by the window and so as not to disturb my wife who was asleep to my right, I held it in my arms. I too eventually fell asleep. It subsequently ended up on the floor to my left against the wall.

Hours later we arrived in Guatemala City. In my weariness, I inadvertently left the laptop on the plane. It was not until we arrived at our final destination, Copan Ruinas in Honduras, that we realised what had happened. Of course we immediately tried to contact the airline, a task which was seemingly impossible. A frantic search for contact numbers on the Iberia website gave us a few numbers, all of which involved choosing a number of automated options and all led to being hung up on by the automated voice. This was excruciatingly frustrating.

Having had no luck getting through to anyone at Iberia Airlines, we realised that a friend used to work with Iberia Airlines Spain. She was able to obtain the name of a senior member of Iberia Airlines based at Guatemala Airport. We sent him a text and to our relief he responded. He assured us he would check. He did and confirmed that nothing was found. We asked him if the aeroplane is cleaned after the flight and he said that it was. We told him the reason we asked was that we overheard a passenger on our flight who had said that this aeroplane goes on to El Salvador after Guatemala City and that it is dirty and untidy if you board in Guatemala City. He insisted this was not the case.

Nevertheless, we decided we should report through the correct channels to be sure. We completed the form in the lost section on the Iberia website. I wrote a few paragraphs in the free text box explaining that the laptop may have ended up travelling on to El Salvador, so please could this be investigated. After a number of days I received a response which simply read in Spanish. Sorry, your request for the following lost object has been rejected. Did they even check regarding the flight to El Salvador? It certainly isn't clear from the email.

Without knowing exactly what had been checked, the impossible task of speaking to anyone on a phone, and knowing that our mobile telephone bills were now already mounting, we decided to wait until our return to Guatemala City to ask someone at Iberia Airlines face to face. We returned to the airport on 25th April and we immediately went to the Iberia Airlines office at the airport. Luckily we did find someone with whom to speak. The lady there was actually helpful and when we explained the story about the MacBook, she said she would help. The first thing she told us was that the aeroplane was cleaned after arrival at its final destination, El Salvador. Once again our mouths dropped. The passenger on the flight had been right all along; the aeroplane does not in fact get cleaned until El Salvador, not at Guatemala City as the senior member of staff had insisted. She took our details and her email was waiting for us when we landed in London; there was no laptop found.

The issue of the laptop had troubled us for the duration of our holiday; something wasn't quite right. I understand that it was of course me who had left the laptop on the aeroplane. However, as it was in a black case and propped up against the wall. It would not have been spotted by a passenger leaving the plane. It would however have been picked up by a member of staff cleaning the two empty bottles of wine that were in my seat pocket. Surely there is a quick check for the standard forgotten iPads, iPhones and eBooks? Otherwise regular passengers on that route are aware of the free-for-all finders keepers opportunity that must frequently befall them?

So whatever happened to the laptop? I have absolutely no doubt a member of Iberia staff or a member of the cleaning contractors had pinched it. I consider this even more probable now I know that a senior staff member at the airport lied to us about the process. I have asked myself over and over why he would lie. Perhaps he wasn't sure of the process of cleaning the aeroplane; that's possible I thought. But then if you're not sure you don't insist (bearing in mind what we had overheard on the flight), you just say you're not sure. He insisted. I even have a record of the texts that were sent and I have his full name if required.

I wrote a complaint to Iberia. I mentioned the fact that their lost and found section of the website is too difficult to navigate and that I could not be sure that the laptop was categorised correctly so I could find it. Their response was to direct me to the lost and found section of their website!!! They even had the nerve to say 'we hope that you continue to trust Iberia'!! Sorry are they taking the p*ss?!? !

I followed up with a second complaint and guess what, once again they directed me to the lost and found section of their useless website!! All in all a complete waste of my time. What kind of a company doesn't clean their plane between flights?? They allow a free for all on lost property for anyone who boards their planes immediately after a previous flight. DO NOT FLY WITH THIS ROGUE COMPANY. You will regret it and if something goes wrong they will show no regard whatsoever.

However, there was no way to get the situation sorted out. After being bounced back and forth from one desk to another, I was running out of time. I had to pay the full amount (+25%).

When I asked to speak with a manager the rep told me she would not pass on the phone to anyone else because it was company policy. So, for 48 hours I have been told that my bag will arrive for sure within two hours, that the courier service has it, but that they don't know the phone number of name of said courier service. I am now leaving Turin for Florence and have no idea how I will receive my bag since Iberia does not know where it is, and I cannot get a hold of the service that has it. I have been lied to, and hung up on by Iberia. I will never fly Iberia airlines again in my life. This has truly been a horrific experience.

From 12:25 to 13:55, a full hour and a half, all passengers were held in that baggage claim area. The baggage carousel never moved. No one came to tell us what going on. I called the Iberia Germany customer service number. I called the Iberia ticket office in the Munich airport. No one could rebook me over the phone. They could not tell me why we were being held captive in the baggage claim area. They did not send anyone to set us free. Leaving the baggage area would have meant leaving the security area and possibly losing access to one’s luggage.

At 13:55 the baggage carousel began to move. My bag was one of the last to arrive. Outside, I found myself in a line behind more than 200 people. There were only two people at the desk. No one was present to explain to people standing in line what Iberia was prepared to do. I could see that Iberia had only one more flight to Madrid that day from Munich. Passengers were coming back from the window saying that Iberia was putting people on planes the next day. Again I called the Iberia Germany office. They could not rebook me. My wife was arriving at the Madrid Airport from the USA and was expecting to find me there. In desperation, I decided to book another flight on Lufthansa, hoping that Iberia would eventually accept responsibility. Six hours later, their Madrid office still could not tell my wife that my plane had been cancelled. I arrived in Madrid near midnight.

In Madrid the next day, I tried to file a complaint on the Iberia complaint webpage. It did not work. Every time I tried to submit my complaint, I got an error message saying that the “status field” could not be empty. But there was no status field. No working email address for Iberia can be found on the internet. I called the US customer service number. I was told I had to use the complaint webpage. I called again and was told that they would “escalate” the issue and that a supervisor would call me in an hour. No one called.

Back in the US I tried again to use the complaint webpage. Same result. I tried five different browsers on two kinds of computers. I called the US customer service number. First I was disconnected. Then no one spoke English. Later in the day I was able to talk to someone. I was told that I had to use a different browser. I was told that I would have to go to an Iberia ticket office. (The nearest one is 500 miles away.) I was told that they would “escalate” the issue and a supervisor would call. No one called. Finally they gave me an email address. I wrote to it, but no one has ever replied.

I discovered that Iberia has a Facebook page where customers can ask for help with various problems (not to be confused with their main Facebook page). From the person who attends that Facebook page I obtained an email address. I wrote to it. No one has ever replied. I sent a complaint to the Munich Airport authorities about the ordeal in the baggage claim area. Eventually, I got an email from the Iberia Traffic and Operations Supervisor at the Munich Airport. He simply denied what I had said. “Only a 40 bags were delivered late”, he said. “The delay lasted only 50 minutes”, he said. That’s wrong. 300 passengers were held for an hour and a half.

Eventually, a comment on the Facebook page gave me a clue: I had been trying to attach my receipt using the attachment buttons on the website. So I tried not adding any attachments. The complaint went through! A couple weeks later, I got a reply saying that they would refund the price of my ticket. (I had already gotten my credit card company to cancel the charges.) They said nothing about the rest of my complaint and said nothing about my request for reimbursement for my flight on Lufthansa.

The Iberia website says that complaints can be sent to an address in Madrid. I sent a five page letter both there and to the headquarters of the parent company IAG in the UK. I have never received a response from the Madrid office. At the beginning of February I received an email from British Airways promising me that they were investigating and would contact me again. One month later, I have heard nothing. Iberia Airlines has no working procedures for dealing with flight cancellations. They think of passengers as somebody else’s problem. They have no working customer service. They tell customers that they are “escalating” the issue, when in fact they intend to do nothing. They do not answer any email or any letters. In my experience no one associated with that airline possesses the slightest degree of personal integrity.

On the way back, no flights were available from VLC to BCN on the 30th (as we booked and paid) or early morning 31st. The only choice the supervisor gave me is to fly on 29th again via MAD or buy tickets with AIR EUROPE (5 times more expensive) or pay the upgrade into business class (400,00 Euro per passenger). This is unacceptable. You sell tickets and you do not advise passengers that you cancel the flights????? Then you book us on flights as long as crossing Europe and finally YOU give the dates the passengers can travel. This is so bad!!! Really bad!!! Finally, if it is not suitable for the travelers, you don't care. You even dare asking to pay a difference to be in a different rate class! UNBELIEVABLE. You MUST carry the passengers on the dates booked and not just do it the way you want!

If we travel on 29th, we have to pay one extra night in BCN as 2 leave on 31st to Luxembourg and 2 to Cologne-Germany. We intended to spend one night in BCN and not 2. So now, my questions are: can you make us travel after 11.00 am on 30th. Should we decide to rent a car from VLC to BCN and not fly from VLC-MAD-BCN, will you give us money back for the return flight we will not use? Will we have any kind of compensation?

It is not easy when a whole family of 3 adults, 1 child and one small dog from 2 countries has planned vacations together and a budget and rented cars, booked hotels, ... and just because of the BAD service from IBERIA the experience is already negative. I have the pleasure of being a head concierge in a 5-star hotel + president of the hotel concierge association in Luxembourg and for Western Europe. You can be assured that if no suitable solution is found, I WILL CERTAINLY NOT BE THE ONE WHO WILL PROMOTE SPAIN, IBERIA and help your country in its catastrophic economy. I don't care about what, who, ... I just want a service and a relaxable vacation in Spain.

If you want another suitable solution, you can also try to fly us back directly home via whatever city. 2 to LUXEMBOURG (LUX) and 2 to DUSSELDORF (DUS) at your expense and that can be on 30th after 11.00 am or 31st. I fly about 7-10 times a year since I work in Luxembourg and have the position of Les Clefs d'Or members and this is the worst situation since 25 years of activity. I look forward on a quick answer.

Iberia told us the situation was our fault and offered no help to fix the situation. They refused to give us a refund and when we asked how much an alternative flight would cost, they told us $849 each. We had already paid $130 each! Had we not telephoned, we would not have known about the issue until we arrived at the airport. We would have been told that we could not get on our flight. Iberia's customer service is disgraceful to say the least. We have had to book alternative flights with Easy Jet at an additional cost of $620 as our hotel was nonrefundable. I would never use Iberia Airlines ever again and would strongly suggest you do not book your flights with them!