Iberia

Iberia rebooked my flight and I got stranded in London! Had to travel back to Sweden and pay for new tickets my self. NO REFUND and very very very very hard to get in contact with anyone
DO NOT FLY WITH IBERIA!!!!

Had flights cancelled 3 times, each time having to get through to customer services to book an alternative, which was extremely difficult as customer services numbers are impossible to get through. Once I managed to get hold of a customer service agents service is unhelpful and dismissive and in some occasions rude. Had to purchase an alternative flight.

The worst airline you will ever fly on.
Shockingly bad airline, providing the worst possible service.
RyanAir is crap but at least you know what you're getting for the price you paid, with iberia you're paying a lot more money for an even more mediocre service.
Thanks but not flying with them anymore!

Hello,
72 hours that IBERIA keeps me in Madrid following 3 of my cancelled flights to Marseille.
Currently I am at the NH Hotel in Madrid, Spain in room 224.
This is the worst airline I strongly advise against it, the customer service is poor, unpleasant, the staff is disrespectful and incompetent. the information about flight cancellations does not reach the passengers in time and it's been 3 days since I'm stuck in Madrid, a stopover that has turned into a real ordeal. Indeed I left Dakar Senegal on January 11th for a flight to Marseille with a stopover in Madrid. Once in Madrid my flight to Marseille was cancelled and it's been 3 days that they put me on a waiting list, and every day history repeats itself, many have encountered these same difficulties and some are held for 8 days with the reason "full flight".
As for the hotel accommodation, let's not talk about it, I had to give my body and soul.
they favor some more than others.
Tomorrow I have to go back to the airport for the flight IB 8750 at 4:25 PM, seat 9A to Marseille, which may be cancelled again.
A piece of advice, don't make the mistake I made.

THEY BASICALLY STOLE FROM MY MOTHER.

So CS Agents Jonathan S谩nchez, Iv谩n Ractiva, promised my mother on 12.11.2020 a refund, they assured her that she didn't need any case number or reference number to followup, and they said: we will reach you to your email address after 30 working days. This is the day and we are still waiting for that email. We have also call back the CS line, only to find out that we've been scammed by the mentioned employees, as everyone that have talked to us is asking us for a number to followup. Jessica G贸mez and Sof铆a R铆os also left my mother on hold for more than 25 minutes, as if they wanted to just get rid of her instead of trying to find a solution and give us back what is rightfully ours.
I have lost the trust on your word, and demand to be reached by a Manager or by an Complaints Team A.S.A.P. I even went to social media to caught your attention, got a DM in twitter, I explained my case, and still have no reply. I have waited more than 30 working days for what it promised and the calls are recorded on your end as a proof that I'm not lying.
I want to take legal action against you and against all the employees that contacted us, I want to have on my email address the recordings of all the calls my mother made.
You kept our money, you didn't take care, and as we were never given a number to followup our query I assume that we've been robbed by both of your employees.
If I could give less than 1 star I would, but is not possible.
What a desgrace, and waste of energy is having to escalate this to have what is rightfully ours.

Iberia is literally the WORST. Please avoid like plague, they deserve less than zero stars. **TL-DR – they lost my luggage on an intercontinental flight, took them 25 DAYS to find it, sent it to the wrong airport, and in the end didn't even refund in full my expenses**.

They lost my luggage on my London-Madrid-Mexico City route. Dealing with this issue has been the worst customer experience of my whole life, an absolutely appalling chain of errors due to incompetence, non-existent customer service, lack of basic communication skills, poor English support, total dumbness of their agents and people working for them.
Just managing to get hold of someone has been an absolute nightmare, from being given wrong numbers, to answering machines options that don鈥檛 work and send you in loops, agents who speak such a terrible English they couldn't understand me and preferred to hung up on me instead, a website full of broken links and dead ends, Twitter and FB 鈥渟upport鈥?that instead of answering your questions keeps sending you back to those broken links and answering machines鈥?
I lived off one change of clothes for two weeks when in Mexico while trying to understand how their refund policy works. I had to leave for icy cold Northern Michigan after that, so I needed to know what to do about the warm snow clothes and shoes I had in my luggage and absolutely needed – that was expensive stuff to replace, would I be refunded? Up to what amount? Were there any exclusions I should be aware of? No-one could answer my questions. They just kept repeating like robots that I could buy 鈥渆ssentials鈥?but no-one listened to the details of my issue, and no-one was able to direct me to their luggage compensation T&C – they said they don鈥檛 have one, go figure how serious they are.
It took them 20 DAYS just to locate my luggage, and another 5 to deliver it to me. They鈥檙e so incompetent that not only I had to call them up for the umpteenth time to find out they got it (they had three phone numbers and an email address of mine, but never ever reached out to me proactively), they even sent it to Detroit, which is at the other end of Michigan – and I swear I鈥檓 not even kidding. I went to the local airport only to find out the luggage wasn't there, so I had to call them up (again) just to hear 鈥渢hey sent it to Michigan鈥?so what was the problem? I had to explain that Michigan is huge, I was at the other end of the State, Detroit is not the only airport and that if they only checked the delivery address I gave them they'd know I was CLEARLY Nancy where near Detroit… It鈥檇 be funny if wasn't so tragic.
And believe it or not, at the end they didn鈥檛 even refund me in full. All I had when I landed in Michigan were sandals, shorts, a couple of t-shirts, one pair of long trousers and one pair of trainers. It was below zero and snowing when I got there. I waited a few days in case the luggage would arrive but then had to buy a jumper, gloves, hat, socks, didn鈥檛 buy snow shoes luckily as they鈥檙e so expensive and not knowing what鈥檇 be refunded I lived in trainers in below zero temperatures for 11 days鈥?They only covered for part of my expenses (all with receipts), and when I complained they said what I bought weren鈥檛 鈥渆ssentials鈥? but gave me another 拢12 (!) refund on top as a goodwill gesture鈥?Let鈥檚 take a minute to remember – THEY lost my luggage for 25 DAYS, and SENT IT TO THE WRONG AIRPORT 鈥榗ause they don鈥檛 know how to read addresses and can't figure out the geography of the US鈥?

Please be aware of this if considering booking with them. They鈥檙e a bunch of incompetent people who鈥檇 make your trip a complete nightmare. Avoid, avoid, avoid.

I will try to be factual so it could be helpful for others when deciding whether they want to book a ticket with Iberia. Personally, I would warn against it as strongly as possible, as no budget airline has treated me this way during a global epidemic such as Iberia 鈥?and funny thing is, my issues started way before the mass cancellations and before COVID was on the radar in Europe. We had a return flight (two separate bookings for me and my partner) to the US. In short:

1) BOOKING: I selected a package with cancellation insurance as I considered it to be a crucial factor for going with Iberia. The order went through, but in the end, I just received a message regarding the failure of contracting the insurance. I was NOT given an option to reconsider my purchase, they deducted the rest of the booking just fine i.e. flights, extra cost for seats etc. The fact that the confirmation email couldn't be sent was the least of the problems (I have proof).

2) POST-BOOKING 1: My booking never actually showed up in my account even after numerous tries of adding it. I could only review it if I searched for it separately.

3) POST BOOKING 3: There were times when my bookings got mixed up and random booking codes were shown on the site (I have proof).

4) POST-BOOKING 2: Iberia detached two suitcases from my booking, which I had to chase to get a separate booking number for them.

5) VOUCHER TROUBLES: During the start of the pandemic, when all airlines were suffering, I decided to accept a voucher partially to help out Iberia, and since Iberia did NOT offer a refund at the time of cancellation, which I am pretty sure goes against all EU regulations. Then, obviously my replacement flight which I bought from the voucher got cancelled too, at which point I asked for a monetary refund as I could not plan like that: surprisingly their official (and only) communication changed to this: " It's not possible to give a cash refund for bookings paid with vouchers". I only purchased with a voucher as my original flight 鈥?which was paid by card 鈥?was already canceled and I trusted the airline a second time by accepting a voucher. So no monetary refund.

6) FALSE INFORMATION ON REFUND REQUEST AND CUSTOMER DISCRIMINATION: I have had tens of phone calls with them always stating I will not accept a voucher under any circumstances for the second cancellation, and I request a monetary refund. These were regarding two separate bookings (2 x 208.95 EUR), which apparently is more than what they value a customer for since I and my partner will never choose this company again and trying to spread the word to everyone we meet. So just to state it, I was asking for less than 500 EUR refund after the issues and incorrect (highly likely illegal) handling of my bookings, 2 cancellations, and numerous phone calls that cost me money. I said I would drop my case if I get what I am owed. On most of these, I got their usual reply stating that booking made with a voucher cannot be refunded to a bank account 鈥?again, never was I offered the option for a refund in the first place 鈥? however on two separate occasions when I called in Spanish I was ensured that the refund will be made to my bank account (I always stated not to proceed otherwise). Needless to say, this was discrimination at its best too, as the English-speaking customer service clearly had other instructions on treating customers, while the Spanish one was more helpful. In the end, this did not happen, and I got refunded with a voucher, on top of this Iberia claimed such information was never provided and falsely accused me of incorrectly stating what actually happened.

7) REFUND TO VOUCHER WHEN EXPLICITLY REFUSED: As I have described, I stated I do not accept a voucher and want a monetary refund. I was assured on two separate phone calls it would happen for the two separate bookings (only when calling in Spanish…), but I finally relieved that almost a year of requests and chasing Iberia paid off, and I will get my 420鈧?back. Iberia thought otherwise and while I was refusing to accept a voucher, they simply made the refund to one anyway while I was on the phone with them!

To warn people how desperate they might get if they decide to fly with Iberia, I am outlining my next steps to get support on proving how Iberia mistreated me and very likely many other customers:
1. Review & flight cancellation rights ( done)
2. Turn to AEPD 鈥?the Spanish Data Protection Agency
3. File a claim through a 3rd party
4. Contact consumer protection authorities

So overall, please think twice / three times or more before ever deciding to purchase a ticket with Iberia. They treat their customers horribly in a time when they need to support the most, and that says everything about a company. Iberia, is a customer really worth less than 200 EUR?

– Iberia website telling me there was a fraud with my own card when I tried to pay part card and part voucher (from a past cancelled flight), and they told me to come into their offices (which are all shut).
– Instead I called to book the ticket over the phone only to find out 5 days later (after they took my money and spent 4 days assuring me it would be issued the next day) it was cancelled due to a problem with the voucher? which they couldn't explain what it was? every time you call them you hear a range of conflicting information and speak to many different people all of which range in their level of helpfulness, some telling me not to interrupt them while others attempting to be somewhat useful.
– After my booking was mysteriously cancelled by Iberia I went back onto the website to try and book , which always results in this fraud issue being detected on my own working card! even when I tried bank transfer it wouldn't let me proceed! (my card 100% works as I booked other flights + hotel), Iberia staff cannot take a voucher over the phone now I am told (Even though they did first of all over the phone) and that they can't help when the web site has errors! ABSOLUTELY NO HELP GIVEN, WASTE OF TIME AIRLINE! I'D RATHER WALK!

Iberia changed second leg of journey from madrid to newcastle such that i could never make the connection in Heathrow. Would only change date of flight which was useless to me. Consequently I had to purchase a flight with easyjet to edinburgh (much cheaper as it turned out). Iberia refused a refund and only offered a voucher.
Throughout this covid pandemic i have received full refunds from easyjet, jet2 and even ryanair with little fuss. I find Iberia's stance very disappointing and as such it is unlikely I shall ever bother using them again.
When I did fly Madrid /Heathrow/Newcastle with them and BA in Sept i was shocked at the state of their aircraft compared to the so called "budget" carriers. I cannot see IAG surviving much longer on their business model.

Though I received multiple promises for a refund from a flight cancellation due to COVID restrictions, I have yet to see that money. They, at least, do answer their phone. But, every time they made a promise with a time frame for the refund for a COVID cancellation, no refund was delivered. It is not worth taking this to court, but I would avoid them if there was any possibility that your flight will get cancelled as you will never see your money.

Cleanliness and tidiness on board. Departure and arrival according to schedule. Nice staff

Appalling online booking and check-in system. Some parts don't work on the mobile app, others on a phone browser, others on a computer browser. Booked and paid for baggage. After about an hour trying to check in, system said I had not paid for any baggage.
After receiving my boarding cards, I thought I would check to see how much a business upgrade would have cost, but didn't purchase it as I was just curious.
On arrival at TFS airport, a gruff manager checked and told me that my baggage purchase was in the system but that I still had to pay for my upgrade. I explained (in Spanish, I'm a translator) what I'd done and said I didn't want it, I already had my boarding cards. She told me those were no longer valid and I would have to go through check-in again. I asked how it was possible to be issued boarding cards if I hadn't checked it. She just shrugged and walked off.
As the check-in queue was painfully slow I decided I would just go with the upgrade, very begrudgingly, as I could go straight to the business class desk, time was passing, and it would just be easier at this point. I paid for the upgrade and received my boarding cards.
As I passed the manager, she started talking to the check-in assistant about me, in front of me, asking why she had checked me in because "I thought he said he didn't want it". I asked her if there was a problem. She said I hadn't told her that I had changed my mind; I asked why I needed to explain anything to her if I had just paid for the upgrade and been issued my boarding cards.
However on arriving at security, I noticed that I had been issued economy boarding cards despite paying for the upgrade, and had to go back to the check-in desk and wait for another 15 minutes to get my correct cards.
Dreadful, unprofessional, discourteous service.

Horrible experience with this airline twice! Honestly can not stand how terrible the customer service is. They lie to you about actions being taken. Keep your money tied up for flights they cancelled when EU law 261/2004 requires an airline that cancels a flight to REFUND the customer鈥檚 money. Reported them to Department of Justice & AESA & 3 consumer protection groups. I will not ever fly them again. So many headaches & they have wasted hours of my time & provided no customer service despite 8 separate interactions via multiple methods. Absolutely shameful in their behavior!

Iberia is the worst company ever.
my flight from Argentina to Spain was canceled in March. The call line "gave us" another flight, when we tried to see our flight it was nowere. Its seems that te Agent gave us a Voucher that we never asked.
The voucher never come, the money never come. We asked for a refund and they say that they cannot give us a refund because we asked for a Voucher. We try to get that Voucher and they say that we cannot get the Voucher because we asked for a Refund.
They get you 2 hours on line for a random answer.
They stole my money and my vouchers.
I want my money back!!

I am looking for an Iberia mail address that actually works to send then my request of reimbursement, do you know something? They debited me for a reservation that didn't worked and I tried several mail that I found and it never worked. And then they said to my bank they needed mail exchanges to "prove" the all story and pay me back ! I have to say I will never trust Iberia again, it's seems like they don't care about paying me back a ticket that they never sent. I don't recommand this company at all, the customer service is horrible !

Absoluty disgusting. I have a flight tomorrow, travel restrictions have changed and have to cancel due to Covid. I'm being refused a voucher as the flight is still operating. other airlines are being flexible on the matter. I would advise to avoid this airline and pick another. thieves

Very bad experience! I travelled from London by British Airways with interchange in Madrid with Iberia to Coruna. My suitcase didn't arrive!! Iberia costumer service at Coruna Airport promised me that suitcase will arrive next day and it will be delivered to place where I will stay. So another day came, no updates, just email in the evening that my suitcase couldn't be delivered! What?!!! No emails during the day. No calls, no updates. I am staying only 5 full days on holiday in Galicia. They already wasted my 2 days! I am extremely angry! Iberia customer service asked me to pick up suitcase in Coruna airport again!!! Why? Bad communication. I don't stay in Coruna city and this is not what they told me on my arrival. Iberia provided bad costumer service, no communication, no number to call, no updates via message, nada!!! I won't use this company again! I traveled despite restrictions due to coronavirus and Iberia made my trip very awful!

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Got 1 star as it is impossibile to give 0!! I bought a flight 1 year back. It was cancelled due to covid. They didnt informed well the customers about the possibility and right to have the money back. No email and information contact indicated on the website. You could only call to the customer service and it was impossibile as they had very few people to answer. Now they refuse to give money back. The customer service is also very unpleasant offendung customers as well. Dont fly with them never. You are a good client when you pay… And dont give a damn to you when you should have the money back…. The low cost airlines treated people better!!!

I would give a zero if I could. My flights were cancelled back on 22nd April, still no refund, I鈥檝e phoned, emailed & tweeted, they just keep saying it鈥檚 my banks fault, I need to wait 45 business days, then it was 30 days for the refund. I鈥檝e complained to the CMA

I was amazed how quickly I got through to Iberia on the phone to claim a refund for my son's cancelled return flights from Brazil to Spain due to Covid 19.
Two weeks later the money was back in my account with no hassle. I had been sceptical when I wasnt given a reference number for my query/ claim but so glad Iberia followed through.
Much appreciated at a time when life is stressful enough!

Had a one way flight booked with my family and friends . Checked on their website and it confirmed I was now eligible for a refund … there was an option for a voucher or a cash refund. I opted for the cash refund and completed the form . 2 days later I received an email with 5 vouchers named for each person on the booking to the value of each single flight … not what I wanted AND checking the terms it said only ONE voucher could be used per booking. Not only that but the terms say that once you have a voucher you can鈥檛 swap it for a refund …. interesting given I never wanted them anyway . Of course I can鈥檛 get hold of Iberia now at all ….

They have been outright refusing refunds during the coronavirus pandemic.

Tried to call and request multiple times but nothing

We were booked on a flight from San Jose to Alicante leaving on 9th April. This flight was cancelled although we had no notification from Iberia before or after the scheduled flight time.
We have been unable to contact this company since.
Does anyone have any suggestions as to how we can progress this?
Cheers everyone.

Refuse to refund the flight they cancelled due to Covid-19. They have only offered a voucher which expires in three month's time.