Iberia Airlines
Reviews and Complaints

conf. #3P4SAZ. We have a 55 min. layover. Not enough time for passenger with heart condition. I and the travel agency have Doctor's letter attesting to problem. All I want is to change connecting AA flite from MIA to earlier flite AA#638 arriving at DFW at 11:40am allowing a 3 hour layover. I am willing to pay cost. Both Iberia and AA customer services said it can be done. However, the travel agency has to initiate [topbusinessclass.com]. They will not return my calls.

PLEASE HELP!

John Anderson

[protected]@yahoo.com

[protected]

After 10 days delay I receive an email what my luggage is here and they gonna delivery at 26th of January between 5 pm to 9 pm. I stay at the hotel waiting and nobody shows up. I call them and ask them and they said they bring it the next day, 27th of January between 5pm to 9 pm. I wait at the at club Villamar again and for 2nd time nothing happens, nobody comes. I call again at 28th morning and the lady who I speak beside she was very rude and she didn't give me any specific time and make me wait around the Club Villamar all day, until 9 pm when I ask if I can go to the airport to pick up my luggage the answer it was what the delivery company have my luggage.
I ask them how I contact with the delivery company and they told me they don't have any email or any phone number. Now I don't know what to do, I already lost 3 days of my vacations waiting the guys to bring my luggage

I have purchased an IBERIA ticket to Gijon via Madrid for July 2020. The code was LZBKWI. When offered a refund I decided to keep it. I was given a voucher for 354,46 Euro and with the no 23903989670B. I was told that I had to book a flight by 30/6/2022 and use it until 31/12/2022. Due to an accident and an operation I had serious mobility problems and was not able to undertake any trip. I asked for a refund or extension of the deadline (ticket nos [protected] and [protected]) where I was assured that I would be informed. I had no feedback so I called again at the end of December (IBERIA Athens) where I was told rather rudely that I could not have any refund for medical reasons. I believe that despite my good will of not asking for a refund when the company was in dire straits, I am treated atrociously. I would like to avoid getting this matter further so IBERIA has better solve this issue.

On December 31 we flew from Milan to Madrid on Flight IB3253. I had purchased seats for my husband, son and I before our flight, and checked in at the same time. My husband has dementia and needs someone with him at all times, which is why I paid the extra money for the seats. I purchased seats 26C and 26 D. When we got to the gate the gate agent told me that they had reassigned our seats to 6B and 15A. When I asked if we were sitting together they said no. I explained why either myself or my son needed to sit with my husband to help him. The gate agent told me they could do nothing. I pleaded with her to help me find a solution and she told me I just needed to get on the plane. The flight attendant did help and seated me next to my husband for which I am very grateful. I feel that you should do some training with your staff on how to handle situations like these. A disabled person in a wheelchair would not have been treated like this. It was humiliating for my husband.

I originally booked 2 flights to new yokr and due to covid 19 could not use these tickets. I was given vouchers which i used to book 2 flights from tenerife to madrid then 2 flights from madrid to miami however due to the covid 9 could not use these tickets. I have been trying for months to get new vouchers for the correct amount without success. Either the vouchers they send have expired or the amounts are incorrect. I have tried numerous times by telephone and by email but it is still not sorted out! The customer service that i have recieved has been shocking. They do not do what they say the are going to do. They just want to take your money. This has caused me so much stress and is making me ill!

Due to Covid...flights were cancelled. We chose to get vouchers.

Presently trying to book flights. Voucher info was sent, dollar amount, HOWEVER the voucher code was encrypted. For two weeks tried to resolve the issue with Iberia [protected]. Finally someone gave me vouchers numbers. Tried to apply them, was told I could not apply and had wrong e-mail ! FRUSTRATING

When I traveled to Spain n October 6,and on October 7 whenI arrived to Asturias I found out when I opened my luggage that they have stolen the telephone that I was supposed to give it to my cousin. The identification number I have from your company is FS [protected].

I have the airplane tickets from Miami-Madrid-Asturias-Madrid-Miami.

On Nov 17 I received an email from your company in which I explained about

the stolen telephone and pair of earings Since then I havenot received any answer as this issue.

Therefore, I just want to received whether are you going to respond to my claim about the stolen phone. I have all airlines tickets. I will wait no more than 5 days to receive an answer whether you are going to be reimbursed or not. I need to receive a written notice to my emai: [protected]@yahoo.com

I purchased a ticket from Miami to Spain in January 2020, just before COVID was closing the country. This was a 10-year wait for a trip that was very dear to me. To walk the El Camino with my sister, an 18 day experience.

During COVID, Iberia was gracious enough to provided me with a voucher to use in the future. They even added an addition $100.00 more on a second voucher later in the year. They continued to extend the vouchers every so often as the pandemic continued. I continued to monitor the expiration dates.

The final date to use the voucher was 11/24/2022. We tried to book a trip to Lisbon on 11/23/22, with no success applying the voucher.

11/23/22

Started to make calls about the voucher I had and if it was still valid as we could not get it to work on the website. More than 3 calls were made. Some as long as 6 minutes with Iberia Customer Service people. Each one hung up on us. And there was no help from anyone. We were told we could only apply a voucher through the website. But each time we called, the first thing that was said was "I see you are calling again." We were given so many "none" answers, it because very frustrating, but we kept our cool and continued.

11/24/22

Spent several hours working on verifying that the voucher was still valid, it was, but it was not being applied through the website. More than 3 calls were made. Some as long as 6 minutes with Iberia Customer Service people. Each one hung up on us. And there was no help from anyone. We were told we could only apply a voucher through the website. We were even told once we were doing it wrong. One of the people told my husband that the system had a “glitch” that's why it was hanging up, but I had been hung up on before, a year before these calls. Additionally, my brother-in-law was trying to use his voucher on the same day and he had to call over 4 times, with each call being cut off by Iberia.

On yet another call, my husband was told that if he wanted to use the voucher that he should book the new trip to Lisbon, and then file a complaint to have the voucher amount refunded to us if it did not apply on the website. And that it should take about a week. With great hesitation, but in-good-faith, he went ahead and booked the flight to Lisbon, and again tried to apply the voucher. When the reservation finalized, it did not apply the voucher of $664.35. So we are now in another $1,096.96.

My husband filed a complaint, I don't have the exact date and it does not show on the paperwork that printed off. But on Iberias website it stated it was "received, in process, closed". But there was no resolution provided, only the statement that "if you believe the incident has not been fully resolved, you can file another complaint."

12/10/22

11:30 PM

Tried to submit a complaint through the Iberia website. It stated the email address and Iberia number did not match. They were correct. But this has happened so many times before and you get kicked out.

8:30 PM

Constructed and sent an email to as many International Airlines Group management folks as I could find email address for. Requesting any help, from anyone within the IAG group, who are the management company for Iberia Airlines. In hopes that someone might be kind enough to forward it on to the appropriate department.

7:30 PM

Spent about 20 minutes on the phone with a man called Don, in Virginia at [protected].. He could not help at all. Stated we needed to make an International call to “see” if they could help. [protected] and [protected]) This man, chuckled throughout the conversation, and stated “it sounds like Iberia does not want to give you your money back.” He actively sounded like he was looking, but never really could connect the dots with the voucher, only that we have the flight to Lisbon purchased. He also stated with hesitation, that there might be a difference in time zones or days. Nowhere is that noted on the website, nor did he sound confident that this might be true, it was a guess on his part.

12/11/22

12:46 AM

I submitted a second claim for the application of the voucher to the new tickets to Lisbon.

Claim number: 20...

1:34 AM

Check the status of the first incident claim again to see if anything had change. It remained empty of a resolution.

During check in the attendant insisted that I checked in my bag because it was a full plane and in my zone (3) it’s almost guaranteed that I wasn’t going to have space for my bag. With the language barrier I same yes.Well after 13 hours including a lay over I was fortunate enough to have my bag ransack and my purse and wallet stolen out of my bag. After going through the prompts they said that since I didn’t claim it when I checked in the bag I will not qualify after anything. Well one I barely understood what was going on, second I didn’t want my bag checked in and I almost felt obligated. Lastly I feel scammed because it was right after VAT. I’m sorry but I’m a young adult, these items were actually for my mother who PayPal me and it was over $1000 worth in items. It was such a bad experience and very emotional that nothing was done. No call, no apologize just excuses why they couldn’t help. Not a way a company should represent themselves.

I travelled with QATAR 21st Dec 2022 from Melbourne (Australia) direct to Lisbon (Portugal) with partner airline IBERIA. In transiting 4 airports as non-stop flight, IBERIA managed the transfer from MADRID to LISBON. I am a business flyer, checked in luggage intended to go direct to Portugul is missing. Qatar site status on this last leg of trip and this bag has work information and clothing requirements for business in winter. This is a new bag also. At Lisbon airport, other same flight passengers now have missing bags, and one passenger had a completely damaged hard case bag. In my case, Ground Force in Portugal said the bag was found (speaking to Iberia) and would be flown from Madrid to Lisbon and delivered to me on the day, 7pm in Lisbon; whereas the Ground Force main office I followed up after 7pm with stated the bag has unknown status and it had NOT been found. The big concern is the WordTracingWeb form with IBERIA has errors about the bag type and excludes the update and contact request I wanted.

I am temporarily in Lisbon before flying to ATHENS on 1st December 2022 - I have the address where I will be staying and need to issue this urgently as I am only in Lisbon until 1December - since Ieave Lisbon for ATHENS where I am staying until 28 Dec 2022.

I expected I would be contacted for status and development except the form does not include by sms or email except my phone number and Lisbon address details. The form shows this and the Australian home address, the list of airport transfers. QATAR current status check online shows the bag arrived in Madrid (Barajas).

Iberia airline issue - I have no access to forms to submit a complaint and update the bag detail and Athens address online. The website is not recognising my correct reference inputs, and customer service is inundated with calls causing delay.

Please refer to background information:

My Emails:

Refer email image attached for latest email on itinerary and timing for baggage delivery.

I fly to Athens on 01 December 2022 via Aegean Airlines,

I return to Australia 28 December 2022 from Athens via Qatar.

If the baggage has NOT been found contrary to GoundForce/ Iberia, baggage item must be sent to my ATHENS address.

From: Anna Fairbank

Sent: Wednesday, November 23, 2022 3:05 PM

To: Qatar Airways Customer Care

Cc: [protected]@iberia. es

Subject: case reference:   CAS-2178385-T9J4L9 ) CRM:[protected] / IBERIA REF LISIB22450

Dear Sir/ Madam

The following refers to QATAR complain referenced above related to partner airline baggage handling/ missing baggage

IBERIA REF LISIB22450

Please refer to the following attached information related to my case:

DOC 1_FAIRBANK LISIB22450_status_WORLD TRACER WEB internet (IBERIA)

DOC_2 FAIRBANK_ BAGGAGE TYPE_CORRECTION (comparison provided by me)

ALL reference details for information:

FAIRBANK (PASSENGER)

REFS: PASSENGER BOOKING Ref 69GNX9 / BAGGAGE SERVICES ref LISIB22450 / TAG NUMBER: QR724318 / TICKET NUMBER 157-[protected] – 48

QATAR CASE NO. CAS-2178385-T9J4L9

I have checked the status of the baggage search and note that the information lodged by Ground Force officer in PORTUGUL is incorrect for :

1. The form notes updates by sms or email “is not selected”. I made request to be contacted by phone as the officer recommended. The officer has my phone number and address and the baggage lock pin number. I noted I am at the temporary address until December 01, after which is Athens. I noted the material is business purposes and concerned for lost information and clothing to suit my purposes. The officer noted he doesn’t in his opinion worry if he loses a bag.

a. why is this?

b. how will I be contacted or updated on status?

c. How will my baggage be sent to me if this is not selected?

d. do I have a security risk with my information?

e. Why would the officer ask for this if locks are TSA compliant?

2. The type of bag listed on the form:

a. The baggage type IS NOT a soft cover bag. This is INCORRECT

b. The CORRECT type is a HARD COVER bag with one zip.

3. I am extremely concerned that the search is not being conducted well:

a. I cannot access IBERIA for noting a complaint as the reference number and passenger name is NOT recognised.

b. I am concerned the ground force officer has details, that he noted bag was found in Madrid and will be sent on a plane (4pm then changed to 5pm), with delivery around 7pm, and the officer noted 9 bags missing.

c. I observed other customer from the Madrid flight with a completely damaged hard shell baggage.

Customers should not be misled by the process and be informed properly and not waste passenger time finding errors and confusion about status.

I am concerned there is possible damage and likelihood of finding it judging by this form and my experience appears slim, however I appreciate the airlines are working to solve the location/ status. The disappointment comes with being an international business flyer and the item also being a NEW bag purchased just before flight gifted to me. Further information – I am a QANTAS frequent flyer one world member, and this had not been included in any flight details although the travel agent requested my number.

Please see attached:

a. World tracing form to my case and image information issued below by QATAR partner airline IBERIA, and reiteration of the images of bag.

b. Image of incorrect world bag type search form (IBERIA) and my correct information related to this case as issued previously.

Thankyou

flight canceled on sunner 2020 for a family of seven people. I got a voucher

of £1 300.00 it was because of a Covid 19.

I used this voucher + £1 500.00 to rebook for seven of us for summer 2022.

flight cancellation again : Iberia gave me back the £1 500.00 but forget about the £1 300.00.

I phoned many times, made a complaints but they answer the same : Firs

table they tell me that the tickets have been all refund.

when i asked them to look more carefully they finaly see that the voucher of £1 300.00 is still in the system, but they just say that is now expired and if I want I can make a complaint. But the complaints don t get results.

Case Number : P20221029-[protected]

Unified voucher : FB7-RGMCQA238977254405J

need email confirmation of seat purchases

We called twice, for a confirmation email to be sent for the purchase of the Seats for the following flights. We never received the email confirmation

Booking Code is MTYBC

Flight AA8579 Madrid to Barcelona on Dec 5, Seat 9D

Flight AA8577 Barcelona to Madrid Dec 8, Seat 16C

Please email us a receipt confirmation for the Seats as soon as possible.

Margaret.[protected]@Nouryon.com

Robin.[protected]@Nouryon.com

On October 19 I had a flight from Barcelona to Boston that got cancelled. I filled a claim that was granted but I'm unable to enter my Bank information because I live in the USA and there is no IBAN to provide which prevents me to go forward.

My name is Liliana Nascimento Lobo

Case # P20221027-[protected] concerning the incident with flight IB2625 of 19/10/2022 from BCN to Boston.

What should I do?

Thank you.

I had a flight Vigo – Madrid no: IB533 on 22 Oct 2022, 13.35h (Saturday). After announcing flight delays several times, the flight was canceled due to bad weather conditions. All passengers were advised to rebook their tickets on another flight. My flight was changed to the next day, 23 October 2022, 9.30 a.m. (Sunday), after waiting in line for 4 hours. For this reason, I missed the flight from Madrid to Sofia no: IB 2386, 18.15 h on 22 Oct 2022 (Saturday). On the thicket (Madrid – Sofia) is written that the carrier of this flight is Iberia Airlines and it is operated by Bulgaria Air. I asked Iberia to change my ticket from Madrid to Sofia for the next flight, but I’ve been told they are not responsible and I have to buy a new ticket. The next day (Sunday) the flight from Vigo to Madrid took place with a long delay from Santiago airport and it was not possible to buy a ticket for the only flight Madrid - Athens - Sofia. I had to stay in a hotel in Madrid on Sunday, as I managed to buy a Madrid - Sofia ticket for the flight on Monday, October 24, 2022.

I am not guilty for the bad weather in Vigo, but I was stressed by the uncertainty of the upcoming trip and lost two more days to it. Furthermore I paid more (att. files):

- the price of missed flight (IB 2386, 18.15 h on 22 Oct 2022) is 163.43 EUR;

- the price of a hotel in Madrid is 60 EUR.

I please Iberia Air to cover the expenses mentioned above.

I booked a flight that allows for changes. When I go online to change my flight, it says I can not and that I have to call American Airlines because they are a leg of the trip. Of course American says they can’t do anything because I purchased through Iberia. So I call Iberia and they give me one option to change flights and it will be an additional $2300 on top of the $1800 I already paid for my flexible flight. I tell them the flights that I see kn the website which I would like to change it to and they say they are not a aila le which is not true. They refuse to allow me to choose my own flight online or give me a voucher. They will not allow me to speak to a manager. I have called a dozen times now and I get no where. Why should I have to pay 1000s more when online I see plenty of options that they are incorrectly keeping me from choosing. This is a total scam and I want my mo eh. Ack or a voucher or that they honor the flight online. i

letter sent in september and again in october.. I only get an answer concerning covid and a link to contact if reason differant then covid... phoned iberia france and getting the same email adress.. which already sent me twice the answer on being ill with covid... I need an answer.. my voucher is valid till end of this month... I had 3 brain vascular bleedings.. I m on medication and need to go twice to fysiotherapie a week for the nex six months minimal... I would like to have the refund of my voucher as I cannot see when I will be fit to travel ever.. I sent documentation and copies from doctor and fysiotherapy allready by mail and by facebook contact with iberia

thanks — obrigado

From: marijke taffein

Sent: 20 September 2022 11:55

To: [protected]@iberia.es

Subject: refund request V6ICC2389240833TA

Dear sir — Due to unforseen circumstances — I had 3 brain strokes since changing my ticket intoa voucher..

I have no possibilities for travelling and using my voucher VICQQ in the near future I still need twice a wek kinesitherapy at home twice a week renewable prescription is added and medicines to take every day.. which I already take since my very first stroke. So could you please consider the refund of my voucher as I am a pensioner and the value of this voucher is over 800 euros which I could use for the extra costs that I m having to pay at the moment for all the help I can get in my condition Here are all the details voucher nr V6ICQQ2389240833TA Número de EMD / EMD number Su recibo Your receipt 075-[protected] Fecha de Emisión/Issue data Emitido por/Issued by 04 JAN 2020 PAR175 Thank you very much

Mucho obrigado

Taffein Marijke

Grande rue 12

55110 Sassey sur Meuse

France

codigo de expediente P20220914 -[protected]

Glazman Joseph Mr FT IB 7699887 -Glazman Silvia FT IB 2230065

me he dirijido a las 7-8 opciones de quejas via internet y recibi la misma respuesta : NO SOMOS LA OPCION QUE ATIENDE ESTE SERVICIO.

hemos comprado un vuelo en Bussines class Tel Aviv-Madrid- Sevilla /Madrid-Tel Aviv y al embarque fuimos informados que por cambio de avion, no hay bussines class. Por lo cual nos corresponde recibir la diferencia del precio pagado.

a pesar de todos mis intentos no consigo hablar o contactar con el departamento que se ocupa de estos casos. Por lo cual espero que esta direccin sea la apropiada.

mi mobil es XX972-[protected] y puedo enviar todos los comprobantes a la direccion que me indiquen .

aguardo su respuesta como recibire la diferencia de lo pagado al servicio recibido.

con mi mayor consideracion

Joseph Glazman

I booked connecting flights with Iberia Airlines on 06/10/2022 from SANTIAGO SCQ (SCQ)to MADRID (MAD) on 09/09/2023, 1330hrs to 1445hrs. Then from MADRID (MAD) to VALENCIA (VLC) on 09/09/2023, 1555hrs to 1700hrs.

IB3875 IBERIA EXPRESS

9 September 13:30

SCQ

Santiago De Compostela

Santiago de Compostela, Spain

9 September 14:45

MAD

Madrid Barajas Apt

Madrid, Spain

I received notification from Iberia Airlines on Thursday 13/01/2022 that the initial leg of our journey, our flight has been changed to 12/08/2023, which is 4 weeks earlier. We will not be in Spain on this date.

Our only option online is to request a voucher, which will be of no use to us as we have no other flights whilst in Spain.

To request a refund there is no way of contacting Iberia via an email address and the only phone number that they provide (+[protected]) does not connect.

IB0571 IBERIA LINEAS AEREAS

12 August 09:15

SCQ

Santiago De Compostela

Santiago de Compostela, Spain

12 August 10:30

MAD

Madrid Barajas Apt

Madrid, Spain

Terminal 4

12/08/2023 - 09:15

NEW OUTBOUND FLIGHT

09/09/2023 - 17:00

SCQ Santiago de Compostela

1 stop

679h 45min.

VLC Valencia

I do not know how to get a refund for our flights.

I have searched the internet to no avail and have no way of contacting the company.

Their website keeps taking you in circles and the only way to get a refund is to phone the company on a phone number that does not connect.

I attempted to phone a number I found for an office in Sydney, Australia, but that too is not connected.

Re: Rita Lucitania Rancier

ETKT 075 [protected]

IB 6252 G 21 Sept 21:00

New York - JFK - Madrid

I took a flight from JFK to Madrid & my baggage was never checked in by one of your agents. I, therefore, arrived in Madrid for my stay without any of my clothing. It was an imposition of time as well financial that I had to purchase clothing for the events that I had to attend.

I expect to be made compensated for money & time spent for one of your employees' lack of responsibility to his job, I say his, because I understand he name is Harry.

Thank you for your attention to this matter,

Rita Rancier

El dia 17.08.2022 a las 16.00 horas en el Aeropuerto para obtener mi tarjeta embarque de mi Reserva L676F me solicitarón la presencia de la persona quién me compro el pasaje,asimismo la tarjeta en fisico con la que se compro ,indique que venia de otra Ciudad donde Iberia no tiene Agencia,pero através via Wathsaap y camara podia entrevistar a la persona que me compro el pasaje asimismo verificar la tarjeta incluso enviarle copia,no aceptarón ,es de remarcar que este pasaje se compro el dia 06 Enero y el dinero del pasaje desde esa fecha fue abonado a Iberia,no considerarón ello,ni edad y que viajaba con una Menor de Edad,estuve inicialmente 3 horas insistiendo para que den solución,luego me hicierón pagar 150 Dolares para una asistente de viaje para la menor que debia viajar por su proximo Inicio Escolar, posteriormente cuando pense que ya mi nieta se encontraba de viaje ,me llaman indicando que espere en Aeropuerto porque aún no partierón y posiblemente tengan que suspender el viaje,estuve casi 2 horas esperando en el Aeropuerto ,es el atrazo que tuvo el Avión para su partida.Si la Compañia indicaba que era necesario mostrar en fisico la tarjeta de compra,no me explico como es que dias antes ellos aceptarón mi tarjeta credito para comprar asientos.He reclamado através del libro reclamaciones de Iberia y via Internet me indican que no tengo derecho a ningún reclamo,es decir ellos

cobrarón el pasaje,tienen el dinero de la Reserva, aparte del maltrato fisico porque el trato del personal del Aeropuerto no fue amable,fisico porque estuve en Aeropuerto como 5 horas y tuve problemas de Salud ante esta situación,despues que por muchos años viajaba através de esta compañia.

Me preguntó que si esto pasa a muchas personas que desconocemos las normas de trabajo que tiene Iberia, otras Compañias no trabajan bajo ese sistema hasta donde tengo conocimiento,entonces estamos sujetos a perder nuestro dinero que pagamos por la reservación de pasaje y asientos.Una Reserva que se hizo 8 meses antes del viaje,que cobrarón y no hubo intención de Fraude.considero que si piden la tarjeta debe ser por ello. Aparte de haber perdido mi Seguro de Viaje y gastar nuevamente pasaje via Aerea retornando a la Ciudad donde vivo.