Iberia Airlines
Reviews and Complaints

We booked to fly from LHR to Senegal via Madrid in business class, departing 03/02/24 and returning 13/02/24.

The outward flights were perfectly acceptable.

However, the return flight from Dakar to Madrid was extremely disappointing. Business class was the same as the rest of the aeroplane except that nobody was in the middle seat. The seats were small, did not recline, and there was not even a screen. It could have been a Ryanair flight.

There was absolutely no point in paying for business class seats. I hope that you will agree to refund the amount I paid for my husband and me for this flight.

This trashy airline decided out of nowhere to give my seat away to a passenger who missed another flight. They don't understand what a reservation is. I booked the flight months ago. Their website threw an error when I tried to check in 24 hours before departure and never worked. They didn't inform me until after I arrived at the airport and checked in that I wouldn't be on the flight. I'll be spending my entire day at the airport for no reason. They were unapologetic. Don't book Iberia unless you want your seat given away at random with no notice.

I cancelled my flight from LAX TO BARCELONA 2 days before travel due to a travel companion being sick. I am fully aware that these are nonrefundable flights, which is not my issue. My issue is that I have requested verification that I did not board my flight, or my travel, companion, or any type of verification that shows that I canceled the flight. The reason for this is my travel insurance company is requesting proof that we did not utilize our flights. A request was made to Iberia via telephone and online complaint form. Iberia replied that their records indicate that we did board our flight, which is a lie, as we are currently still in Los Angeles.

Our holiday started off with a terrible experience thanks to Iberia!

We purchased Business class tickets and were given our boarding passed at Cape Town international airport. My husband was given a seat in row 4 and my son and I were allocated seats in row 3. My husband was just behind us. (see attached boarding passes. We were all J class).

1st. My husband and another gentleman were given the same seat numbers. The air hostess was more than happy to move the gentleman to another seat to accommodate him but even though there were empty seats in Business class she steadfastly refused to move my husband to business class.

2nd. When it was time for us to receive our drinks my son and I were offered juice or water. I asked the steward to please give to my husband as we all three had business class tickets. The young man was very obliging, but he was moaned at by the air hostess for doing so.

Then when it was time to receive our breakfast the air hostess refused to give my husband a meal and was very rude and argumentative. I did not accept my sons or my meal. I told her that how could she expect us to eat a meal while my husband is watching us and that we had paid for the meal! She was not accommodating at all and refused to listen to us even though our boarding passes reflected that we were all travelling in business class, J class. The air hostess told us if we aren’t happy we must lay a complaint with the airlines.

Then on our returned another disaster! We arrived at Alicante airport, did our check in and waited to board. The flight was delayed and a 3pm it was cancelled. I went to the enquiry counter and was told to go collect our luggage and go to the Iberia counter. Iberia allocated 2 busses to take the passages to Madrid. When I asked the gentleman behind the counter how long the drive would take he told us five and a half hours. I told him this would make us late for our connecting flight. His response (very rudely was) then we will put you in a hotel until the next flight. I spoke to my travel agent and the next flight was 2 day later and only 3 tickets left on the flight.

By 3.30 there was still no busses in sight to collect the passages. We could not miss our connection flights as my son would miss school and I had an appointment with a specialist as I need a foot op, I made this appointment months ago and couldn’t miss it. We decided to take a taxi so that we wouldn’t miss our flights. This cost us an additional 520 euros. This was a nerve wrecking and traumatic experience for us and our 14-year-old son.

I hope you will treat this situation seriously and mend appropriately.

Many thanks

The Fernandes family

[protected]@telkomsa.net

+[protected]

I have filled out a complaint form and provided all of the necessary paperwork and I am still waiting on someone to contact me regarding this compensation?

Case number can not be checked online as it comes back as error.

Case number: p20230704-[protected]

Please report back asap as this is getting to be quite a long ordeal.

Many thanks

Dolly romano

To whom it may concern:

Iberia lost my baggage on July 16th from Madrid to San Juan. I filed complaint # SJUIB27391 and complaint #[protected]-[protected]. Fortunately, the baggage has inside an Apple Airtag (GPS) that tells me in real time exactly were the baggage is located. The bagagge is located right now at a storage at Madrid Airport. I provided this information to Iberia customer service, but they tell me that unfortunately Iberia's system doesn't provides to receive a photo or email of the location of the bag. I can provide te exact location of the baggage, but Iberia can't receive that information. That doesn't make any sense. I spoke with the following customer service representatives:

María - July 16

Javier July 18

Elizabeth - July 19

Marina Martinez - July 21

Christopher - July 21

Angel - July 22

Valeria - July 23

Sylvia Olmo - July 24

With this complaint I will attached a screenshot of the location of the baggage, as well as a picture of the baggage.

Please read carefully and reply asap for my case .

Regards

Sent from Mail for Windows

From: toufic hallak

Sent: Saturday, July 8, 2023 1:49 PM

To: [protected]@iberia.es; [protected]@iberia.es

Subject: FW: HFFPE Confirmación de bono

Dear customer service

I already contact your customer service many times but unfortunately I get no reply

Please go thru my below emails and arrange to refund my ticket asap

Regards

Sent from Mail for Windows

From: toufic hallak

Sent: Sunday, June 25, 2023 11:40 PM

To: reply-fe8b15777c600d7f71-70_HTML-[protected]-[protected]@comunicaciones.iberia.com

Subject: Re: HFFPE Confirmación de bono

Reminder

Sent from my iPhone

On 20 Jun 2023, at 12:04 AM, toufic hallak wrote:

REMINDER

PLZ ARRANGE TO REFUND MY TICKET ASAP AS IT IS FLEXIBLE .

Sent from Mail for Windows

From: toufic hallak

Sent: Saturday, June 17, 2023 3:05 PM

To: reply-fe8b15777c600d7f71-70_HTML-[protected]-[protected]@comunicaciones.iberia.com

Subject: RE: HFFPE Confirmación de bono

Dear customer service

Refer to my below ticket details kindly proceed with the refund of my flexible ticket accordingly

MY COMBINED VOUCHER CODE IS FB2-HFFPE1415947006Q7

1.

Flexible

2. Hand baggage1 item max. 10 kg (56x40x25cm) and 1 personal accessory included, on flights operated by oneworld airlines. For all other airlines, check with the flight operator.Baggage in hold1 item max. 23 kg and 158 cm included.MealWith a fee.Seat selectionIncluded.ChangeAllowed at any time.Refund (in each direction)Allowed without a fee. Not allowed for no-shows.Included.CabinEconomy.AVIOSIncluded.WiFiAvailable with a fee, depending on aircraft type.Extra legroom seatWith a fee.Front seatIncluded. (On flights operated by the Iberia, Iberia Express and Air Nostrum).Fast Boarding.Not included.Exclusive check-in counterNot included.Priority baggage deliveryWith a fee.Fast TrackNot included.Access to VIP loungesAccess not included.Exclusive check-in desk not included

3. Fast Track not included

4. Access to VIP Lounge not included

Sent from Mail for Windows

From: toufic hallak

Sent: Wednesday, June 14, 2023 12:17 PM

To: reply-fe8b15777c600d7f71-70_HTML-[protected]-[protected]@comunicaciones.iberia.com

Subject: Fwd: HFFPE Confirmación de bono

Dear customer service

Based on your below paragraph i confirm and accept your condition to deduct as managment fee from my voucher refund as per terms and conditions of iberia airlines

Appreciate your consideration and wish to hear from you soon

Regards

A management fee may be applied to the voucher refund. You can check the amount Sent from my iPhone

Begin forwarded message:

From: toufic hallak

Date: 12 June 2023 at 8:11:59 AM GMT+3

To: "Iberia Lineas Aereas de Espana S.A. Operadora U."

Subject: Re: HFFPE Confirmación de bono

Dear iberia

Thank you for your reply but please note the following

First of all try to reply me in english

Also my request was basically refund of the ticket and not voucher

As iam not schedule any travel to europe more because of the critical health and serious case facing

Please try to re evaluate the case taking in consideration the situation

Regards

Sent from my iPhone

On 12 Jun 2023, at 7:42 AM, IBERIA wrote:

Si no ves correctamente este e-mail, accede a nuestra versión web.

Aquí tiene su bono

Estimado cliente,

De acuerdo a su solicitud, le adjuntamos el/los bono/s que podrá utilizar en sus próximas compras en Iberia.com y la App.

Código/s de bono para los billetes de su reserva HFFPE:

BONO VALOR PASAJERO

HFFPE1416947006Q7 307.8 USD SUZAN ZEIDANI

HFFPE14169470053F 307.8 USD TOUFIC HALLAK

¿Cómo puedo usar mi bono?

PASO 1

Entre en Iberia.com o en la App de Iberia

Realice la búsqueda al destino y las fechas que desee

PASO 2

Elija los vuelos que desea reservar

Recuerde que el bono es válido en cualquier vuelo de Iberia, Iberia Express, Iberia Regional Air Nostrum y vuelos en conexión

PASO 3

Introduzca su código de bono

En el proceso de pago, al final de la compra, podrá validar su código para pagar su viaje

Condiciones

El bono puede usarse una o más veces, hasta agotar su importe.

Podrá usarlo cuando desee hasta el lunes, 12 de agosto de 2024.

Válido para vuelos directos o en conexión operados en los que al menos uno de los trayectos sea operado por Iberia, Iberia Express o Air Nostrum.

Para volar cuando quiera hasta el lunes, 12 de agosto de 2024.



CONDICIONES

Los bonos los emite en exclusividad Iberia para sus clientes. No se pueden añadir más de un código en una misma reserva.

No válido para compras conjuntas de vuelo+hotel y vuelo+coche. No pueden ser utilizados en caso de comprar billetes para vuelos de Puente Aéreo.

No es aplicable para compras de billetes con Avios, sí aplicable en compras de billetes con descuento con Avios.

Recuerde que cuando solicite el bono éste tendrá, una vez haya sido emitido por Iberia, la condición de reembolso del importe de su billete a todos los efectos incluidos, si corresponden, los establecidos en la normativa nacional e internacional aplicable en materia de compensación y asistencia a los pasajeros aéreos en caso de denegación de embarque y de cancelación o gran retraso de los vuelos. Este bono constituye un reembolso completo y definitivo y no es canjeable posteriormente por dinero en efectivo.

INFORMACIÓN SOBRE PROTECCIÓN DE DATOS

Esta dirección de correo está destinada exclusivamente al envío de información y no está habilitada para la recepción de mensajes.

Esta comunicación electrónica le es remitida por Iberia Líneas Aéreas de España S.A. Operadora U. ("Iberia"), en calidad de responsable del tratamiento de sus datos, para cumplir con la relación contractual que nos une con Usted, y está sujeta a los términos de nuestra Política de Protección de Datos que tiene a su disposición en nuestra web www.iberia.com . En esta Política podrá conocer el detalle de la información sobre la protección de sus datos, incluido el ejercicio de sus derechos de oposición, acceso, portabilidad, rectificación, limitación y supresión de datos. Sus datos podrán ser comunicados a entidades del Grupo IAG al que Iberia pertenece. Gracias.

Calle Martínez Villergas, 49, Madrid, Madrid, 28027. ES.

Good day Sir /Mam

We are extremely unhappy with iberian airlines.

My wife and I, Gertruda Siebritz had to travel from Cape Town to Madrid on the 24th May but were denied boarding with your codeshare airline BA due to a transit visa.

We booked through edreams on Iberia airlines yet we were not informed about this visa. We have heard, at the check in counter, that every day people are being turned around at Cape town international because of this arrangement that you have with British airways and not being informed.

We booked with you because of your good price. A transit visa costs R874. 00 per person extra. If this expense was communicated with us we would not have flow with you as it is then more expensive and time consuming to go for interviews with the british consulate.

We tried contacting your airlines and edreams for hours on end and not one person wanted to help us or take responsibility. The airline told us to contact the agency and the agency told us to contact the airline because the flight was less than 24 hrs away and 1 flight had left already. We were assured at the british airways check in counter that our flights were protected. However, we could not get oir problem resolved by anyone of your staff on the numerous phone calls. Due to this we are losing 5 flights booked with you (booking nos: Njsv8, Lxbj5, Vj9zlt, Hj954) and thousand of rands. Not even mentioning the hundreds of rands trying to call your offices in South africa and Spain. And losing out on accommodation that has been prepaid also. We also had to book a new flight because of all these changes ( booking no: HZ8Q8). We need to solve this matter very urgently and be reimbursed for these flights please, as we are pensioners and need the money urgently, so that we can reimburse the people who had to pay for our new flights.

Hoping to hear from you soonest.

Kind regards Mr Siebritz

Re: Case #[protected]-[protected] – I am still waiting for a response. None of your website links work. It says I can track the status of my claim, yet I continually get error codes. Nothing works. Everything is listed in this claim, and all information can be found there.

I need to be refunded for the First Class ticket that I purchased when I was involuntarily downgraded. And I need to be reimbursed for lost items from luggage. I was told that I would hear something within 5-7 business days. It’s been well beyond that. And I paid a lot of money for a ticket that I was forced out of. There should be delay in getting a refund to me. This was NOT my error and I paid for services that I did not receive.

Today I arrived in Madrid from DFW on a flight you operate that was delayed & missed my connection to Malaga. I finally found your customer service desk & was revoked on IB3872 - when I was rebooked the customer service agent did not use my One World flying status - I got to the lounge, explained the situation & they resolved & gave me entry. The flight to Malaga is delayed, states this on the Madrid airport website, but the boards say ‘on time’. I left the lounge to go to the gate, H16, & the gate shows the flight as delayed - I have returned to the lounge, the flight still shows on - how can you provide such a disappointing level of customer service - incompetent, incapable or just don’t care? If my organisation did this I would fire the leaders responsible - you need to get a grip & take a long hard look at yourself’s in a mirror.

1. I booked round trip Business class to Madrid from LAX from 10/4/23 to 10/21/23. The software for Iberian air would not let me book additional legs to Lisbon and returning from Barcelona. I then booked these flights independently. Because it became a separate booking #, we are forced to leave security in Madrid and re-enter, not allowing enough time to catch to the 5:00 pm flight. The agent forced me to buy a new ticket, even though it was an software glitch. We paid for the later flight (7:00 pm) and still paid for the first flight. In addition, the agent charged me a "penalty" for talking to him.

2. I tried to book my second leg from Barcelona to Madrid on 10/21. The auto-fill on the Iberian web site, booked a ticket from Lisbon to Madrid. Why? Not sure but when I tried to call and fix this, I was told I had to just eat the charge on this flight too.

3. I finally booked our flight from Barcelona to Madrid on 10/21. Only problem, Iberian air populated the names Deron Luessen and Deron Wright, not Lynda Wright. I made a call again and the agent said she could not help me. I called the next day and spoke with a second agent who did not charge me and finally fixed this error.

We are feeling like this nickel dime charges from flight corrects are very unreasonable. Especially since we apying for Business class to begin with.

Perhaps you can help me with my situation or direct me to someone who can. My wife is from Spain; therefore, we travel to Spain on a regular basis. In 2022 I purchased two RT tickets to Madrid for my wife and myself. We purchased the tickets through Orbitz on American Airlines. On August 6, 2022, I was injured and could not walk. I was doing everything possible to recover from my injury prior to my flight to Madrid on August 31, 2022. However, on August 30, 2022, my doctor told me I was medically unable to travel. On August 30, 2022, I contacted American Airlines (AA) since they were listed on the itinerary. The AA agent said the flight was operated by Iberia; therefore, I need to contact Orbitz.

I contacted Orbitz on August 30, 2022, by phone, the agent requested a note from my doctor. The agent said they would contact Iberia and I would likely receive credit for the flight. Orbitz then cancelled my flight. I submitted the documents to Orbitz and a few days later a credit appeared from Iberia in my Orbitz account. On November 22, 2022, I attempted to book a flight using the Orbitz credit issued from Iberia; however, it would not go through. I contacted Orbitz and the agent said I would have to contact Iberia since they received the payment from Orbitz. I contacted Iberia by phone, the agent said they could not help me. I contacted Orbitz again and they said they could not help me either.

In December 2022, I filed a dispute with our credit card company, Citi Bank. Citi Bank responded back to me, after the bank communicated with Iberia, Iberia is not willing to refund the money since the ticket I purchased was restricted even though I submitted all the necessary documents. Additionally, I was initially issued credit; however, it was later removed. I sent documents to Orbitz, Expedia (Expedia owns Orbitz), American Airlines, however, I'm unable to find the mailing address in the USA for Iberia. I have not received a response from anyone.

Currently, my wife and I are planning another trip to Spain this summer (2023); however, we are apprehensive purchasing flight tickets with American Airlines, Iberia or using Orbitz, due to my experience. If you have any suggestions how we can get reimbursed or the flight credit (that was initially issued and revoked), that would be greatly appreciated.

Booking Code NY84K in names of David and Patricia HUMPHRIES were made online from Australia on 02 April 2023. Flight IB3017 BCN to MAD

Ticket data 075-[protected] + 075-[protected] Fiscal No A-[protected]

On this day we also booked seats x 2 No 21B + 21C

Our seats were charged a fee at the time of booking however no seats are allocated to us on the flight and we have tried again and again been booked for the cost of seats twice and now in order to check in we must book seat again.

We paid 53 Euro each - for our flight which includes seats we selected 21B + 21C but we do not have these seats allocated to our tickets.

We need to fix this error and NOT PAY again for our seats

Please contact me with advice

email - [protected]@gmail.com

We have booked a Marseille New York flight for a departure on 12/22/22 (see document below). The flight included a transfer to Madrid airport with a scheduled flight to London Heathrow. However, things did not go as planned at all. My kids and I had a problem with the boarding gate signalisation being in the wrong place. I was not doing very well that day, so I closed my eyes for a moment to be woken up with a start by my children who told me of the display error on the screen and told me to run immediately to the right check-in door. There were 3 employees of the Ibéria company there who all unanimously refused to board us, telling us that it was too late. The plane still there on the run way, we explained to them the display problem which misled us and that we were not at fault. They continued to deny us boarding. With that, I fainted in front of their boarding gate. They did absolutely nothing and left my two children in total panic, my son lifting me off the ground and encouraging me to go to the official Iberia office. After regaining consciousness, we saw ourselves running through the maze of Madrid airport and after struggling to find the company offices, a lady informed us that she could not do anything for us and that we had to turn to American Airlines to whom we paid the tickets. She specified that their office was closed until the next morning and there... I was seized with a second discomfort my children not knowing what to do and asking people for help desperately: still no support for Iberia faced with my distress without showing us the medical service of the airport where we finally made our way through not without difficulty in the midst of an anxiety attack.

The doctors greeted me and calmed me down with medication asking my son to call American Airline. The flight was postponed to the next day and we had to sleep on the ground with nothing. This caused me a great deal of stress, discomfort and anguish on top of not arriving in time for the funeral in New York.

This unprofessional non-assistance is not acceptable. For my part, I contacted American Airlines who told me that they were not responsible for anything and that they had rebooked a flight the next day. I also contacted Ibéria who did not answer me! Faced with so many faults on their part, I want to take them to court if you do not get back to me on this matter.

Thank you in advance for informing me of my rights for reparation under the travel legal protection I have contracted. I am obviously at your disposal for any further information and supporting documents.

Mrs Sonia Chikhi

4B Parc des Colombes

Aubagne - France

tel: [protected]

mail: [protected]@yahoo.com

Perhaps you can help me with my situation. My wife is from Spain; therefore, we travel to Spain on a regular basis. In 2022 I purchased two RT tickets to Madrid for my wife (Maria Dahl) and myself (Craig Dahl). We purchased the tickets through Orbitz.

On August 6, 2022, I was injured and could not walk. I was doing everything possible to recover from my injury prior to my flight to Madrid on August 31, 2022. However, on August 30, 2022, my doctor told me I was medically unable to travel.

On August 30, 2022, I contacted American Airlines (AA) since they were listed on the itinerary. The AA agent said the flight was operated by Iberia; therefore, I need to contact Orbitz.

I contacted Orbitz on August 30, 2022, by phone, the agent requested a note from my doctor. The agent said they would contact Iberia and I would likely receive credit for the flight. Orbitz then cancelled my flight, a few days later a credit appeared from Iberia in my Orbitz account.

On November 22, 2022, I attempted to book a flight using the Orbitz credit issued from Iberia; however, it would not go through. I contacted Orbitz and the agent said I would have to contact Iberia since they received the payment from Orbitz. I contacted Iberia by phone, the agent said they could not help me. I contacted Orbitz again and they said they could not help me either.

In December 2022, I filed a dispute with our credit card company, Citi Bank. Citi Bank responded back to me, after the bank communicated with Iberia, Iberia is not willing to refund the money since the ticket I purchased was restricted even though I submitted all the necessary documents. Additionally, I was initially issued credit; however, it was later revoked by Iberia.

Currently, my wife and I are planning another trip to Spain this summer (2023); however, we are apprehensive purchasing flight tickets with Iberia due to my past experience. If you have any suggestions how we can get reimbursed or the flight credit (that was initially issued and revoked), that would be greatly appreciated.

I have detailed documents that I can send in a pdf too.

Thank you,

Craig Dahl

I need my money back!

I have been trying to resolve my issue over 4 months and no one helps me. I was told to email [protected]@iberia.es regarding my stolen credit. I was also told that this was happening to multiple people and my issue would be resolved.

Someone stole my credit from my voucher and I want to get it back. My voucher was stolen by someone unknown. I'm already very angry because you don't do anything! It's a thousand dollars that I'm going to lose, it's ridiculous.

I have already spoken to a representative of your company and they told me that they could return my voucher. I verified with them that the name of the person who stole my voucher and took a flight and told them they are unknown. They traveled from a different country I live in.

I LIVE IN THE UNITED STATES!

I want to travel and use my voucher! My voucher was for $1068.56

The reservation number of the person who stole my money is:

JPKXT for $1030.30 USD

I called and requested some help and no one helped me all they said it was my fault it was stolen even after I was told this was happening to other customers. All they told me to do was to file a police report and that’s it.

Booking Reference UXJEI7 and L38M2
Ian and Susan Jeffery
march 10 IB 6314 St Jose to Madrid Seats 4A 5C
No problem
connecting flight
Madrid to Malaga
March 11 1950 seats 1D 1F
denied boarding
checked in in St Jose both flights on the same booking reference
boarding cards issued for both legs
Arrived at Gate H2 first in the group 1 queue - plenty of time
boarding card was apparently not correct I was asked o show further evidence of the booking-showed the booking refs and hard copies also emails confirming flight time changes
supervisor called nd repeated the whole process - suggested it was somehow my fault and seemed to imply that as the computer did not recognise us -it must be our fault
asked how we could have been ticketed through from St Jose by iberia was told that they had made an error
was then told that the door had been closed and we could not travel
was told they could not help and was told to go to the Iberia desk at J68
huge queue , guarda officer said the desk was closing at 2100 suggested we would not be seen by then
we were then sent to the office on level 0, another queue, the desk said they could not deal with the problem and sent us to level 2 business desk
another hour in a queue
Emily at the desk identified an administrative problem with our ticket and asked why the gate had not simply phoned- not something I could answer
she and the BA manager Amaya apologised saying this was the companies fault, reissued our ticket for Malaga on the 0720 flight and sent us to a hotel arrived there at 1130pm up at 0445
The staff at the gate were
rude- body language says it all
ill informed- our baggage was in Malaga they told us that the luggage would not be on the flight without us
incompetent - they did either not know who to contact or simply could not be bothered

Yesterday I completed a booking under reference KCT0V. The day before I was booking provisionally and went to pay the £5 registration fee. I was also attempting to add luggage but this didn't go through. When I went to pay the registration fee of £5 the system took £21.01 which including one luggage fee.

When I went to pay the balance there was no credit for any of the £21.01, although your email of Monday 20th (copied below) shows that I should only have had to pay an additional £136.16, so I had to pay the full price of £157.17 in order to keep the booking. I have spoken to your call centre who cannot see the additional payment on the system - they can only see that I paid £162.17 (£157.17 for the flight plus a reservation deposit of £5) although in total I have paid £178.18, How can I access the credit of £21.01? I would be happy to use this against the charges for additional luggage if there is a way of doing so.

My voucher which was valid till end of april for departure and end of october for returning flights dissapeared without my knowledge or permission.. I found out on 23/01.. It disapeared 20/01 since then I put complaint in at local police in france.. And try to get complaint in with the form they.. Iberia.. Keep sending me and which is useless as I don t know name of flight or passenger the voucher was used for.. Value 857 euros.. Can somebody please tell me what to do to be compensated