Iberia Airlines
Reviews and Complaints

075-[protected] Ticket Number

The flight from A coruna to Madrid was delayed

At Terminal 4 of Madrid Airport, I was asked to change gates, go outside the airport, recheck in and security inspite of taking the connecting flight at the same airport.

Harrowing experience with the ground staff which was informed of the delay and did not assist in boarding the new flight

My baggage was lost and now sitting in Madrid with iberia, i am walking the Camino and all of my belongings are in my baggage which was not shipped with me when I arrived in Madrid on 9/20/22. The airport staff assured me they would forward it to me at my albergue but now is denying me of that and wanting me to take a bus all they way back to Madrid for my bag. I have been wearing the same clothes for almost a week and am running low on money. I will never ever do business with this airline again

My name is Ruth Ganthier and my sister's name is Gertha Pierre-Louis.

We made a round trip reservation to Barcelona last June. Upon making our reservation we paid for an extra piece of luggage because we knew that from Barcelona the charge would be in Euro. However upon checking in from Barcelona to New York we were charge again for the extra piece of luggage even though we told the attendant that the charge was already covered. We are requesting your help so that we could recover our money back

Called Iberia to cancel my Business Class tkt 21 days prior to takeoff was told I would get a full refund and was given a case number and would receive and email conformation within 5 days. Did not receive conformation and called back was told original case # was not submitted and was given a 2nd case# and would receive a full refund. Received no conf and disputed the charge with my CC company. Iberia resubmitted the charge w/ my CC company. Worst customer service. Do NOT fly w/ Iberia. I have disputed the charge again. I will Never fly w/ Iberia.mi

User's recommendation: dont fly w/ Iberia.

PIR LAXIB10359.

Here is a history of my complaint. My luggage had a cracked bracket and missing wheel when I flew on Iberia on July 23rd, 2022 from Madrid to LAX. The Iberia customer care team refers me to [protected]@iberia.es and that email refers me to the website. I have also tried this email: [protected]@Iberia.com with no response.

___________________________________________

Iberia team, I have no resolution on my claim. Can someone please contact me to resolve the issue or to re-open the claim?

According to my travel agent, if wheels are missing on a case for International Travel, the Montreal Convention treaty applies here. Your Iberia customer service said they cannot resolve my claim on the phone (one rep said that the calls are outsourced and they don't work for Iberia). I look forward to one of your Customer Service agents contacting me re: PIR LAXIB10359.

Thank, you,

Anne Powell

International Baggage Liability

For most INTERNATIONAL flights, a treaty called the Montreal Convention applies to the carriage of baggage. The maximum baggage liability for flights covered by the Montreal Convention is currently 1,288 Special Drawing Rights (approximately $1,780.00 US). This is the most that airlines must pay a passenger for a lost, damaged, or delayed bag. Airlines are free to pay more than the limit, but are not required to do so.

The Montreal Convention’s international baggage liability limit is reviewed for inflationary adjustment every five years by the International Civil Aviation Organization (ICAO).

In the few situations when the Montreal Convention does not apply to travel to and from the United States, an older treaty called the “Warsaw Convention” may apply.

---------- Forwarded message ---------

From: Tasha Powell

Date: Sun, Aug 21, 2022 at 6:01 PM

Subject: Re: Damaged Luggage on Iberia Flight IB6171 PIR Number LAXIB10359

To: , ,

Cc: LAX Baggage Services

Dear Iberia Team,

I flew from Madrid to Los Angeles last month (July 23rd, 2022) and my luggage was retrieved with a missing wheel and cracked frame. Since then,

I have filed 5 claims, each one resulting in the email below. I have also sent all the requested info for a refund: Passport, ticket, baggage claim ticket, photos. I was told this was required to issue a check. Today I am being told it was the fault of TSA. I would like to reopen the claim and reslove this matter. I am disappointed how your customer service team is handling the claim. They told me they were "outsourced" and not part of Iberia.

Please note the 5 claim numbers:

25 July 2022: [protected]-[protected]

26 July 2022: [protected]-[protected]

29 July 2022: [protected]-[protected]

13 August 2022: [protected]-[protected]

21 August 2022: E20220725-[protected]

PIR Number LAXIB10359

___________

Dear Ms Powell,

We apologise for the inconvenience caused in relation to your baggage on flight IB6171 of 23/07/2022.

To access our compensation service, please click on this link to the Iberia website:

https://equipajes.europ.es/iberia/pir

Kind regards,

Iberia Customer Services

_______________________________________

I also sent this email:

I flew from Marseille, Madrid to LAX on July 23rd, Flight IB 6171 / AA 8838

I have an extra large rectangular zip suitcase that measures 30" x 20" x 12"

I have photocopied the luggage tag for your reference, the suitcase and a photo that shows that there is a missing wheel.

_________________________________________

And yet, with all this correspondence, the rep on the phone said it was not Iberia's fault to contact the airport. I would like to resolve this matter quickly and efficiently.

Thank you,

Anne Powell, [protected] (phone)

---------- Forwarded message ---------

From: Tasha Powell

Date: Fri, Sep 2, 2022 at 1:26 PM

Subject: Fwd: FW: Case number: E20220729-[protected]

To:

Subject: RE: Case number: E20220729-[protected]

Service Recovery Team, I am re-sending my info as per your customer care team. I would like to resolve this matter as my flight was on 23 July 2022. Do you have any questions? I will send a second email with all the claims that have been opened.

Sincerely,

Anne Powell

Hello Iberia Customer Service,

Thank you for processing my claim for damaged luggage in the amount of $450 US Dollars.

My PIR code is LAXIB10359

My full name is Anne Mary POWELL

A copy of my U.S. Passport is attached.

My address is

Anne POWELL

1201 Second Street

Manhattan Beach, CA 90266 U.S.A.

PHONE: [protected]

EMAIL: [protected]@gmail.com

My ticket number is [protected] FROM JULY 23, 2022, I have attached a print out from the travel agent.

A copy of the bag stub is attached for flight IB6171 from Madrid to Los Angeles.

Please let me know if you require any additional information.

Anne Powell

[protected]@gmail.com

We went from Hamburg to Madrid (IB 3273) to San Francisco (IB6193) with Iberia on September 2nd 2022. We had to check in our two carry-on bags right before boarding the plane in Hamburg. We told the flight attendants that we have a connecting flight from Madrid to SFO and they told us it will arrive at our final destination. All they put on the two bags was a little piece of paper with "SFO" written on it - no names or any further information.

We tried to call the airline after arriving at SFO and tried to find any airline personnel there, but without success.

The bags are two Samsonite bags, we can describe exactly what is in them. We expect them to be at the Madrid Airport.

Hello,

I hope this message finds you well.

I will need extent the valid date of my voucher soon as possible because I want to use that voucher in February 2023.

I called many times to customer service in UK and Spain but by phone only received the information about the voucher will be renew automatically and I cannot do nothing more than wait for the automatic renovation. I believe should be any way to process this extension before. The thickets are in reasonable price now. Another option is select the fly now and you can freeze the price for me until the voucher be automatically renewed.

Please let me know.

Kind Regards,

Israel Gutman

After using Iberia for the first time (and last!) in July 2022 to fly me over to where my mother lived after she suddenly passed away unexpectedly and I had to go and sort out everything, including her funeral etc, I had the most horrible experience with Iberia Flights, Luggage delivery, and costumer services!

I had problems from the moment of check in all the way until de delivery of my delayed luggage which only arrived 5 days later (the day before I travelled back to UK)!

Not only I am self-employed and have spent over 18 hours complaining and trying to get my refund for the clothes and essentials I was forced to buy as well as calling hundreds of times to chase up my luggage, a response to my claim, etc etc, and it is STILL NOT RESOLVED!

I want to know also who's going to pay the interest for the money I had to borrow?!

On March 22, I opened a complaint against Iberia regarding an issue with my vouchers, the total amount spent on tickets was £1579,00 but Iberia provided a voucher valuated in 1319,00€, on the web nothing happened and also via a phone call, I was told that in 7 days everything should be sorted and price corrected. 2 weeks late I phoned them as I have none call or email from Iberia, again they said anothe week, after 2 more weeks, I phoned again, and the agente has been so grumpy and even shutted the call because they have no more information to provide and I should keep calling for the same problem, so, since that, I have been calling once in a week, every week but even after 3 months I have no lucky in my complaint.

Estando en la linea de abordaje, nuestro euipaje chequedo, empezaron a llamar pasajeros en standby, y no nos dejaron abordar el avion de un vuelo MAD -SQD, tuvimos dos personas mayores 68 y 75 que irnos a un hostal en barajas, comprarnos ropa y pagar comida porque lo unico que hizo Iberia fue darnos un boleto para el siguiente dia. Necesito llenar un complain formal. Gracias

Wednesday, May 11: Per instructions from Iberia website, encouraged to combine our 4 refund vouchers into one combine voucher. I did this online and received a response that I would get a combined voucher in 72 hours.

Monday, May 16: Called Iberia customer service to explain that I had not received an email with my new combined voucher. Representative indicated he fixed it and I should get a new voucher on Tuesday.

Wednesday, May 18: As of today, I still hadn't received my combined voucher. I then email customer service requesting assistance and lining out all details including the original voucher numbers that I was trying to combine. No response.

Friday, June 10: Called Iberia customer service. Representative issued a case # and indicated I would get a new voucher within 24 hours.

Saturday, June 11: Called Iberia customer service and explained my difficulties in getting my original 4 vouchers combined. This representative issued a new case # and indicated she had assigned it with priority. She indicated I would get the new voucher in 48 hours.

Friday, June 17: Called Iberia customer service. Representative indicated she would give it to her supervisor to handle personally and I would get an email by Monday, June 20. Issue a new case #.

Tuesday, June 21: Called Iberia customer service. Talked directly to a supervisor who insured me that he would process an email within 3-5 hours with a new combined voucher number.

Never received an email and I'm still without my $400 worth of vouchers for future travel.

Tuesday, June 21: Called Iberia customer service

We scheduled a Mediterranean cruise for May 9, 2020 (Carnival Cruise out of Barcelona). Purchased tix on Iberia for 6 people Confirmation # LP9Z2H. Trip cancelled due to Covid Pandemic. Voucher issued which I accepted at the time since i planned on rescheduling. Rescheduled cruise for May 17, 2021. This trip was cancelled even before I got to use my voucher. Rescheduled again for Sept. 21, 2022 when I attempted to get a nonstop with my voucher. All nonstop were sold out so i had to obtain from another airline. I have truly tried to use this voucher without success.

Now I would like my money refunded. the following is directly from your site

BONO / VOUCHER VALOR / VALUE PASAJERO / PASSENGER

2384941406LP9Z2HID 401.58 USD CIMINO/MELISSA MRS

2384941407LP9Z2HJD 401.58 USD CIMINO/GIOVANNI MR

2384941408LP9Z2HKC 401.58 USD CIMINO/PATRICIA MRS

2384941409LP9Z2HLC 401.58 USD CIMINO/GERLANDO MR

2384941410LP9Z2HLL 401.58 USD LALLI/LINDA MRS

2384941411LP9Z2HDG 401.58 USD CIMINO/GERLANDO SCOTT MR

Patricia Cimino

[protected]@aol.com

[protected]

I bought a ticket on Iberia from Barcelona (FLT IB5602) to Split via Rome (FLT IB5704) for July 13, 2022. Reservation code LK83F, Ticket # [protected].

I tried to cancel online, filling out the information but the form wouldn't take the date so it wouldn't send. Took half an hour.

Then I tried calling [protected]. holding for 41 minutes with loud announcements every ten seconds to hang on. After 41 minutes the announcements stopped but no one came on the line.

I have to cancel this ticket because I was diagnosed with Covid, just now recovering, and had to cancel all my summer plans. I hope to make a similar trip later but would like to obtain any credit for this ticket with Iberia for future reservations, if possible. I know there's a cancellation fee but I've haven't even been able to cancel!

Help!

I was due to travel on 17 May 2022 from LHR - MAD. I was travelling alone with a 5 month old baby. After boarding the flight we were told that the truck that moves the plane had broken down and that the landing gear had been damaged. After hours on the plane and having only been offered one small glass of water, we were told that the flight had been cancelled. We were un boarded however the airline did not have my baby’s buggy ready so I had to go back on the plane and wait. We were told to wait further if we needed accommodation. At this point my baby was too tired after having been waiting around for hours, and so I made the decision to make a booking myself into the Sofitel hotel in terminal 5 in order to avoid further displacement and travelling. The hotel cost me around £400. I then proceeded to baggage reclaim where we were told to wait even longer as our baggage was not ready. During all this time no one assisted me.

I then received an email that I was booked on to the 10.50am flight the next day. I returned to the airport and went to the check in where I was told by British airways that they did not recognise my ticket number and that I had to call Iberia to get them to sort it out. I told BA that I expected them to do it as they were affiliated with Iberia but they refused. I gave in and called Iberia and got the correct code, so proceeded to check in. I was told that I was being downgraded from Business class to Economy and was given an aisle seat. I told them I needed more space as I had to breastfeed my baby and an aisle seat was not sufficient. They gave me a seat further back in economy.

I proceeded to the gate (having to do security all over again which is not easy when travelling alone with a baby). At the gate we were then told that the flight had been cancelled and to go back to departures. I went to departures where we were told that was a mistake in communication and that the flight was not cancelled but instead had a technical issue which they hoped to resolve. So we had to proceed back to the gate (doing security etc all over again). At the gate we were made to wait and then after hours were told that the flight had been cancelled. At this point I was exhausted and in distress as travelling with a 5 month old alone and having to go through all this is very difficult. We were made to go get out luggage which was delayed again over an hour and at one point unable to be located. Having been in the airport for yet and other 12 hours and an exhausted baby, I decided to take a train back to my mothers house in the north of England to recover.

The whole ordeal was traumatic. Neither Iberia not British Airways offered any help or expressions of regret. We were treated like animals. I have made a complaint on Iberia’s complaint form (which does not allow you to include any details) and they responded saying they can not provide a refund. Something needs to be done as people can not be treated like this

I travelled with IB3340 on May 17,2022 on connecting flight from Madrid to Marrakech that reached at 11:00 AM. I saw that my locked suitcase metal latch was cut and a pouch containing jewelry was taken. The suitcase is not usable anymore. The pouch had gold earrings, silver earrings, a silver set with precious stones, a silver Swiss watch and some other jewelry. Total worth about $2000+suitecase. I sent you photos of my suitcase & detailed description, no response from you. There was one message in a language, I didn’t understand. Several emails, lot of attempts to make call, no luck. I want my pouch back & provide me a suitcase since mine was destroyed Thanks

Flight from Santiago, Chile to Heathrow on 26/27 February 2022

We checked in on line less than 24hr prior to the flight time. We needed to get seat nos for the tracing form required to transit in Madrid.

When it came to the seat allocation page of check in there were costs indicated!

We were not seated together, so looked around the cabin seat plan to see if there were two together, there was. We moved our allocated seats to be together and a charge of 60 euros was applied. We had to pay in order to get the seat numbers and finish check in.

This was less than 24hrs before departure and you are allowed to move or allocate seats within that time period for no charge!

I have submitted this to Iberia with a detailed letter and received a two line response, with no reasoning or explanation. I also copied the charge invoice.

It is clear from all I read on their web site that this is an erroneous charge and needs refunding.

Dear Sir / Madam,

I am writing to you to raise an issue about: Airlines

The issue that I have experienced was: I booked a return ticket from Frankfurt, Germany to San Jose, Costa Rica with Iberia Airlines to travel on 10th of November 2021, for the price of USD 930.68 full payment in advance (see attached e-ticket, booking code M18EW). One week before my date of return, I was diagnosed with Covid-19 symptoms and was suggested by the doctor to not go to public spaces like the airport. I reported to Iberia customer service, who told me to choose between either change the flight date or refund the ticket for a voucher. I took the option of changing the flight to February 11th 2022. The customer service representative told me that the extra payment of USD 212 was to be payed in advance because there is a price difference for the date of flight I choose. I payed the price difference with my credit card and received a new e-ticket sent by Iberia (see attached e-ticket, booking code U3JQXO). However, approaching the date of flight on February 10th 2022, I was suddenly instructed to take quarantine because the person who lives in my house was confirmed with Covid positive. I immediately reported this to Iberia customer service and was suggested not to travel. Because of the immense unpredictability and risks, I eventually agreed to receive the refund of my ticket for the full refund of my un-used part of the ticket (the price for the not-used return flight from San Jose to Frankfurt and the extra price of USD 212 payed for the price difference) in the form of a voucher. On February 13th, I received the voucher from Iberia of EUR 212 (see attached email from Iberia). I called Iberia customer service to ask about the amount of the voucher. After "investigation", the customer service told me that they have only processed partial refund and the rest part should be received in the next 3 days. I was given the tracking number of "[protected]" to follow up with the case. After one week, on February 18th, not receiving the promised rest part of voucher, I called Iberia customer service in Costa Rica again to inquire about the processing of my refund, and got the reply that they will be making my case as priority because I need to use the voucher to make another booking for my return flight. Until late March, I have not received any information or follow up from Iberia, so I had to book with another airline to return to Germany. On April 20th, I wrote a complaint about this case through Iberia official website. On April 24th, I received an email reply from Iberia stating that "We have checked the fare conditions and in this case cannot process your request for a refund", without any explanation about what are its "fare conditions" or why such amount refunded matches its "fare conditions".

It occurred on: 11/02/2022

This meant that 1. I consider the resolution provided by Iberia is very inconsistent. My consent of receiving the voucher was based on oral agreement made by Iberia phone customer service representative, who had instructed that full fare of the non-used part of the return ticket (part of the USD 930.68) will be refunded plus the pricing difference (USD 212). What was delivered by Iberia afterwards is different from what was agreed, even with the 2 times of promises made by its phone service representative who confirmed that I will receive the rest amount of voucher "in the next few days".

2. Noting that I have payed in total USD 1142.68 for this ticket, and only used a one-way part of the ticket (from Frankfurt to San Jose, economy class, without luggage allowance), I think Iberia's refund of only EUR 212 is highly unfair. Unless Iberia would openly admit that my first payment of USD 930.68 was the price of only the outboard flight from Frankfurt to San Jose, and the return flight of San Jose to Frankfurt was $0 of price. Moreover, the process and decisions based on which Iberia has made its refund shows little transparency. The company never explained why such number of amount was refunded. I take this as a price fraud that Iberia uses to take advantage from the lacking of information on the consumer side.

3. Due to the urgency, I have made many telephone calls to Iberia Costa Rica, with an average of 30 minutes waiting time for the phone to be picked up each time. Even though in this way I have received oral promises that Iberia was going to refund the rest part of my ticket with "priority", I did never receive the refund. This caused me to have to buy a new ticket with a different airline with delay of my date of travel.

4. According to Iberia official website, refunding in voucher due to Covid related incidents is stated as guarantee as part of the company's pandemic measurements of "safe & flexible flight" promise (https://www.iberia.com/us/en/covid-19/flight-flexibility/), as I was thus instructed by the customer service representative when I reported the infection before flight. As my refund was never properly processed, I doubt the information authenticity and accuracy on the Iberia website, as well as its misleading purposes.

5. Further more, I am afraid with Iberia's inconsistency, non-transparency and improper handling in dealing with the Covid related measurements, it will lead to many passengers rather travel without reporting infection than trusting these measurements. This makes taking the Iberia flight very dangerous with high risk of getting infected due to the invalidity and non-implementation of its "safe & flexible flight" promise. I do not think this is honest behavior by an international airline during such time.

I expect Iberia

1. To process the rest part of my refund as promised.

2. To explain why the amount of EUR 212 was refunded to me, for what part of the payment was this refund made.

3. To make detailed and separate price lists of my flights of the outboard and inboard flight. If the inboard (return) flight price was $0, an official paper document should be presented.

4. properly implement and execute its stated measurements instead of only posting them online as advertisements.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Booking reference and/or flight number M18EW

Iberia customer service tracking No.[protected]

My wife and I were booked on round trip flights to Barcelona from January 22-31. The confirmation code was TSELP8

In December, I called Iberia and explained that we needed to delay our trip because of Covid. (Cases in Spain were rising and my wife is immunocompromised.) The agent assured me that within 15 days, 248,000 Avios frequent flier miles would be redeposited and that I would receive a refund or credit of $275.58.

The Avios miles have still not been redeposited and I have not received a refund or credit.

I have written to Iberia seven times. For each of my messages I received a response telling me to either call an agent or send a message via the website.

I have called Iberia at least ten times but I was able to reach an agent four times. On one occasion, the agent hung up on me. Twice I was told to call back. Finally, on January 5 an agent told me that the issue was resolved and that I would receive my miles and refund by January 20. She gave me the following case number: [protected]-[protected].

My miles have still not been redeposited nor have I received a credit or refund.

Iberia is the most dysfunctional airline in the industry. Not only do their people not speak English well enough to understand and communicate, but their customer service is the WORST!

We booked a trip to Italy through American and the outbound flight was very good (British Airways), but the return was a nightmare. First our flight from Italy to London on British Airways was cancelled the day before we were scheduled to leave. British Airways could not help re-book, we had to do it through AA. AA booked us on an Iberia flight from Italy to Madrid and Madrid to Miami. Everything seems good until I could not check in online. I called Iberia, they assigned seats, I paid for the upgrade and was told we would have to check in at the airport..ok no problem we thought. We get to the airport, stand in line and finally get to the counter...the lady checks me in but says she can't find my wife's reservation, even though we have seats assigned...I have to get out of line and call AA. They find that the Iberia agent booked me on the Madrid to Miami flight, but booked my wife on British Airways from Madrid to London! AA had to cancel the entire reservation and re-book us, which meant that we lost the seats we had upgraded to. Got back in line and back to the agent who now found the new reservation and gave us our boarding passes in economy...fine at least we will get home. 10 hours later we arrive in Miami (thursday night) and guess what, two of our four bags don't show up! File a claim, the guy finds the bags (still in Madrid) and says they will be in Miami on Friday and we will have them delivered within 28 hours.. It is now Weds 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 cant 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!

Dear Iberia Airlines,
I flew on December 4, 2021, Valencia to Madrid (IB8873) and Madrid to JFK (IB 6253) I am still waiting for my luggage .
I have spoken everyday with your airline with no updates on where my blue checked luggage is.
Luggage claim ticket is JFKIB49090. Luggage was checked in Valencia, Spain ticket number IB 524581
Benjamin Mathios