If only I could give negative points. I had luggage to put on the hold and they wouldn't allow me to put it on from Alicante->Manchester. This meant I had to put my luggage through security, so all of my toiletries were confiscated including expensive aftershave.
When I complained to customer service, they took 2 months to reply with a generic response, where they admitted fault, but no compensation. I appealed and after 2 months I received another generic response.
Review by Sumy4 weeks ago
The worst air company I’ve used in my life. First they delayed the flight IB3167 on 19/09/19 for more than one hour, all the passengers stuck in the airplane without air ventilation, it was so hot in there. No attendants came to speak to us, they didn’t offer us water, they just say and kept chatting to each other.
After one hour the pilot said it was all ok and we took flight, the screen didn’t work so we didn’t know when we were arriving in Madrid. We missed the connection to São Paulo, they took us to a hotel at 2am and back to airport at 9am for the next flight.
We complained at the customer service desk and the receptionist Isabel Sanchez
was so rude, she kept saying “you have to write the complain form”. She refused to give me her name when I asked first time, she even covered her IDcard hanging on her neck. Reluctantly she finally gave me her first and second name, never her last name.
Iberia staff are useless.
Now we are on our way to SP via Rio, praying that our luggages will be there too. I have a horrible feeling that we won’t see our luggages in our final destination.
We are on work trip and all our tools are in the luggage.
This is an absolute disaster.
Review by Lavilles Munshi1 month ago
Worst airline ever. I’ve made a simple claim asking for travel certificate (you can only do it online) and they have never got back to me. In addition they seem to have serious issues with their company email addresses as anything they claim they’ve sent never reaches its destination. Communication skills over the phone are another layer of nightmare as staff’s English is so poor it makes simple question unanswerable. I’m still stuck with unresolved immigration situation solely due to this airline’s lack of professionalism. Avoid at any cost.
Review by Ernad1 month ago
Weiter gehts. Weder das SMT von Facebook noch Twitter kann adäquat antworten. Textbausteine, wo ich einen Flug canclen soll, der weder von ihrer noch meiner Seite bestätigt wurde. Beschwerde nunmehr über die Europäische Kommission, dort wird mir auch auch bisher unbekannte mailadresse der Gestoria Iberias angezeigt. Mal sehen, ob die existiert.
I guess you can get the whole conversation from your SMT on Twitter and FB. In short: I booked a flight, an hour later one of the stops got canceled. Next day called the service, totally rude guy: your problem, buy a new one, Madame(!!!), question for his name he hang up the phone (still have the time when I called, you record the calls, so you can find him out).
Got a new flight: arriving at 7pm, but my other flight leaves already at 12. No one cares. I wrote a million mails, just stupid standart answers. I am not willed to call another time, hang hours in the line and than have such a rude guy again. I never confirmed the change, I dont want the whole flight anymore, I dont want to fly with a company that treats clients like basura (zensur) even before they even started the journey. I can image how to be treated if somethings else goes wrong.
Already wrote a complaint to the European Comission but now I saw you are before to take the money from my Account. DONT DARE TO DO THAT, or I will completey freak out. I will publish everything on FB and internet pages like TripAdvisor, Trustpilot, all the flight pages, in german, english, spanish, french and dutch (and chinese with a little help...).
DONT DARE TO TOUCH MY BANK ACCOUNT.
I expect a statement immediately.
Review by Memorial Aguirreche2 months ago
Absolute worst customer experience. Called to inquire about changing flights, knew there would be a fee. Customer agent goes on to already re-book it which wasn't the inquiry, I ask him to stop and he starts yelling at me. I tell him not to yell at me and he hangs up. Never booking with them again in the future.
Review by Altheiah2 months ago
Budget airline without any customer service. Due to a delayed flight, I have missed my connecting flight and arrived a day later at my destination. I have claimed a compensation for this, but my request has been completely ignored. The only method of contact is a form on their website. After opening a case there, it is impossible to send any other message to them, or reply to a message received. Instead, you can only open a new case by filling in the form all over again, which takes at least 15 minutes. It seems they are doing everything possible to not be reachable. After calling their customer service telephone number, I was informed that they do are unwilling to help me, since through their phone customer service you can only book flights, nothing else.
On top of that, the service when waiting for our next flight was horrible. We were lucky enough to be the the first people to arrive at the customer service desk, since all the people after us did not get any help anymore. We did get a hotel, but we did not receive any actual food for dinner nor for breakfast.
Review by Bafford2 months ago
Another great Iberia experience. No room for carry ons! Look folks, if you say passengers have a right to one carry on, you should insure that there is room for them. After a hard day's work, passengers want to be treated properly. Check it you say? Why should we? And have to wait at T4 in Madrid for one hour to retrieve a briefcase???!! Dont want us to take carry ons "on board"?? Tell us when you sell your tickets and we will decide...
And this evening you will send me a survey to measure my satisfaction, right? ¡Lo teneis claro!
Review by Miss Heron2 months ago
WORSE EXPERIENCE EVER!
First of all my apologies to all my dear Spanish friends which I love and respect.
This experience with IBERIA was beyond humiliating and frustrating . It was a nightmare.
I have never experienced something even close to this before in 45 years that I have traveled around the world. IBERIA WORST SERVICE & ZERO ACCOUNTABILITY . IBERIA WORST EXPERIENCE EVER.
I am not the kind of person to do this but honestly IBERIA deserves this and my fellow passengers and the airline industry government regulators need to be aware of this.
My experience with IBERIA has been HORRIBLE. The worse customer service and accountability. NEVER ever will I fly with them again.
Back in July we went to Spain for my sister in law’s wedding, a big event for the whole family . We all flew from different places around the world Dubai, Australia, USA and of course Spain.
We went with our two boys while our daughter was waiting for us in San Sebastián. As was expecting given the importance of the event we meticulously picked out our outfits .
First flight from Madrid to San Sebastián IBERIA didn’t allow us to board the flight because we didn’t check in online (mind you we got to the airport a couple hours before). IBERIA never advised that you needed to check in online or run the risk of being left out due to overbooking. We were later told by IBERIA’s ‘atención al cliente desk’ that it is very common for IBERIA to do this during peak travel periods of the year — I take this as IBERIA first and passengers/customers last. We were supposed to arrive San Sebastián early to attend a family pre rehearsal lunch. It was the first time that all the family got together after my father in law passed away. A very very important event for all of us. FYI this flight was leaving at 8:00 am.”
Second attempt we were on stand by on a direct flight to San Sebastián two hours after our original flight. As IBERIA protocol which we understood at the moment, we waited until the last passenger boarded. IBERIA called us and assigned us different seats which was ok with us since our kids are older.
Finally we made it! We might be able to get to the family lunch! Well well well not too fast all of the sudden last minute four passengers arrived to the plane that was about to leave and what happened 😳, after a humiliating discussion we had to leave the plane in the middle of the tarmac, remove our luggage and go up again and find another flight to get to San Sebastián. FYI we bought these tickets way in advance back in March. By EU law if any EU airline bumps you out of a flight they have to compensate you for it. Almost three months after we haven’t heard anything from IBERIA awful awful experience and humiliating.
Unfortunately the story doesn’t end here.
IBERIA finally put us in a flight to Bilbao at 2:00 pm . Bilbao is an hour away from San Sebastián, so an hour flight plus another hour to get to San Sebastián.
When we arrived to Bilbao our suitcase with all the suits and my dress for the wedding did not arrive😡. Well we notified IBERIA at the airport and they told us that we would have the suitcase before the wedding which was “4 DAYS AWAY”. We thought no worries we will have everything by the day of the wedding. After calling every day to find out the status and getting the same answer “it is on the way you will have it before the wedding”. Well, the morning of the wedding they finally admitted that it wouldn’t arrive on time. Remember that the suitcase was not coming from Kuala Lumpur, Australia or any remote island in the world , the suitcase was in Madrid. Why did it take 4 days for the suitcase to arrive when it was only in Madrid. On top of all that, POOR FOLLOW UP and SLOW response on our claims BY IBERIA.
The day of the wedding we had to go and rush to buy something to wear for the wedding. Even though it might sound fun IT WAS NOT. Actually it was a nightmare.
To make this frustrating story with IBERIA shorter .
We introduced our claims as every other IBERIA worker told us to do and wait until they got back from their August break and three months after their answer is just $200 for your claims.
COULD YOU BELIEVE THIS 😳
We had to buy two suits and my dress . Do you think realistically that we can buy this for a total of $200? .
Review by Rifer2 months ago
I would rate Iberia with zero stars if possible.
First experience in 2012: Due to delay of the initial Iberia flight from Zurich to Madrid, we arrived relatively late at the gate for the connection flight to Rio de Janerio. The plane was still at the gate , but they refused to let me board, although the plane did not leave the gate for the next half hour.
A voucher for a hotel at the airport was all I got, so I arrived one day later in Rio. Suppose the flight was overbooked.
I now want to take my bicycle on a flight with a stop over. Since there is no possibility to do it online (they announce it can be done via their customer service), I called them getting three different answers. One agent was at first extremly unfriendly, then even pushed me into the waiting loop to get rid of me.
Iberia? Never, ever again! Worst experience with an airline in my life. I was a frequent flyer with other companies, but never encountered such a humiliating behavior.
Review by JeaHun2 months ago
La Coruna to Nice connecting through Madrid. I had connecting boarding passes, got to the gate in Madrid 15 minutes before boarding started and was refused boarding as they had allocated my checked in seat (and others connecting) to other passengers. 45 minutes wait at the service desk to get a boarding pass for next Iberia Nice flight. In the meantime I bought a €300 ticket on line for that same flight in case all seats were allocated by the time I got to the desk, as I just had to get to Nice that night. I was allocated a seat on the flight but Iberia refused to refund the extra ticket even though the plane was not filled. Not a single person apologised. Not even an apology in the customer service reply after I filled in a complaints form. I got to Nice at 01.15 with not an Iberia attendant or taxi in sight. What an appalling airline.
Review by HonnyBun2 months ago
Very bad site, with bad services that are not synchronized with the airport offices.
I bought an extra luggage online and it was not recognized in the airport. I had to pay the same luggage the extra fee from the airport.
THIS IS ROBBERY
Very BAD services and personal
Review by Motilayo2 months ago
Can I give them a zero star rating? This bunch of clowns were supposed to transport me from Manchester to Porto via Madrid on 11th June. They neglected to inform me that the Manchester to Madrid flight had been rescheduled meaning I would miss my connection in Madrid. Luckily I noticed when I decided to check in on line. They then rerouted me. Manchester, Heathrow, Madrid, Porto. Blazing mad at A) not being informed B) The incompetence of the person in the call centre who rebooked it for the wrong date and then C) getting to Manchester and being told I now had to pay 65 pound for my bag because although I had already paid Iberia for it, British Airways hadnt received this money from them.
I then called Iberia from the check in desk and some liar told me not to worry that if I called back the next day with the receipt number they would refund it. Next day I was told that this was rubbish and I had to make a complaint!!
My complaint was lodged and I received an email telling me I would get a reply in 21 business days. That didn't happen. I called Iberia and was told there is nothing I can do except lodge it again. Now waiting another 21 days!! I will be taking this up with the appropriate ombudsman if I can find them.
Upshot is PLEASE DON'T EVER CHANCE BOOKING WITH THIS AIRLINE. I fly a lot and have never been treated so disgracefully and blatantly lied to.
Review by Mafiul2 months ago
CUSTOMER ORIENTATION INEXISTENT
I’m flying to London from Madrid pregnant. I ask the agent checking boarding passes if I can board in priority due to being pregnant to what he says yes.
When the flight starts boarding, and I get to the agent that checks the boarding pass, a woman!, she says I was not in the right group to what I say I was pregnant and her colleague had told me to board in this group. She shake her head said ‘god’ and let me pass.
I totally thought that this was a regular practise and after that unpleasant experience I searched the web to find out that airlines are not obliged to let pregnant women board first. Really? Why? When I was 10 weeks I did not take the benefit of boarding early, but now on week 20, a big belly already and at a 7am flight, I did not expect to be treated as abusing being pregnant. How much does it cost to look after customers? Appalling.
Review by CustomerMrsW Stanioniene2 months ago
Terrible ground service that is rude, unhelpful and discriminating together with outrageous luggage fees that are hiden. Failing to provide the most basic and honest service. Pls contact me if you care about improving any of this.
Review by JavierGonzalez Bulkan2 months ago
Interesting policy of Iberia... when people have a delay of more than 6 hours, they cannot file a proper complaint. By phone they do not except complaints and the person is not allowed to forward the call to the manager. On the online complaint form you get a standard answer "we are sorry for the inconvenience, we hope you book with Iberia again and we close this case". On a second complaint form you do not even get a confirmation of receipt. Links in the website which should help do not work... Clearly a way to avoid people filing complaints and avoiding to pay the people who have a delay the money they are entitled to according to EU law. Swiss handled such a complaint in an opposite way. They reply within a day and the payment followed within a week without any discussion. I wonder why Iberia chooses to operate in such a customer unfriendly way?
Review by Olape Harad3 months ago
The agent on the phone was unhelpful, aggressive and hung up when I asked for his name.
My advise : Stay away from Iberia.
Review by Manura Sincai3 months ago
Due to the bankruptcy of Aigle Azur, I do not get on an iberia flight. Yes, I have a non-refundable rate, but if the company was customer-oriented, then it would go to a meeting and accept a ticket refund. Moreover, I made a notice 15 days before departure. They would still have sold the ticket, and at that more expensively. And so they do not care about their customers. Strongly do not recommend flying such a company.
Review by FreeRangechildminder Saindun3 months ago
#iberia How much did you spend on your lost luggage voice recognition system??!! Absolute disaster. Never understands a human voice!! An awful waste of your customers' time. Terrible customer service experience once again...Nice revenue stream though: customers must pay to learn where their lost luggage is!!
Review by Shakeeta Derrow3 months ago
If I could give zero or minus stars I would. In June my flight was delayed by 5+ hours. I filled out the claim form via Iberia Esapña website and received an email the next day, apologising and confirming receipt of my claim. I could also monitor the progress of the claim on their website which was stating pending at the time. Two weeks later, it was showing closed despite having not received further correspondence. Th emails I sent inquiring were getting ignored so I took to Twitter. Since then I've been told by Iberia_UK "if you´re not happy with the response given to you you can open another claim." Utterly absurd and useless as I've received no response other than the initial email apologising and stating my claim had been received.
My complaints via twitter simply trigger a cycle of the same messages saying nothing.
If your flight has been cancelled or delayed you have the right to compensation under European law, EU Regulation 261/2004 but Iberia seem to think this doesn't apply to them nor will they state why they´re not paying. So, still no compensation and still no reason why. Disgusting service, avoid at all costs. Vueling at least under very similar circumstances paid the compensation with next to no hassle.
Review by Dsnow3 months ago
Customer care and customer service are not only very bad, but they also not worry to show you that they won't care of the issue the customer are having because their fault.
I book a stop over flight London to Zurich by Madrid with 1h 50minutes gap.
Unfortunately I did not read any review and I thought Iberia would be a professional company, but...the flight was 30' minutes late before boarding at Gatwick apparently ready to depart when we set in the aircraft for further 1 hour and 15minutes because a "technical problems", not due to weather as both Gatwick and Madrid were sunny.
I let the hostess know about my other flight and they answered to do not worry.
A second time I asked them during the flight and they told me to do not worry, they would call the gate for connection from the flight to speed up.
A third time I realized it could be to late and asked the hostess if would be possible to advise my other flight of the delay, but she replied that I should not have booked a flight connections with so low time, I make she aware that I booked it from their official website.
I was only with a little carry on luggage so once in Madrid I ran into the gate, the flight was still there but the boarding was closed, so he did not let me board and sent me to the customer service, that would take care of me and surprise! There were at least more than 50 people complaining from several flight delayed!
They finally booked me on a flight 6 hours later so I miss the point for my trip and had to ask for a food voucher. They won't listen to me (I asked to be booked on another flight and they just left me with that option or to be left in Madrid!) even if I tried to be very kind as I saw they were exhausted because all those complaint.
I won't save any step for such of experience I do not know actually how they can still stay in business.
Good luck if you book with them.
Since that I avoid Iberia, worse is that you could book a BA flight finding yourself on Iberia instead!
Review by Cjk Vujasin3 months ago
The worst customer service from any airline I've dealt with. Honestly, where do they come up with their policies?
You cannot check in over the phone (competitors like Air Europa allow this).
I had an issue with my phone and I accidentally muted myself (literally lasted 10 seconds) and the agent hung up on me?!
They have a ''no can do attitude'' about everything.
Don't look for ways to help you whatsoever.
Review by Vkrs3 months ago
Some years ago, I had to travel with Iberia from Granada to Copenhagen (via Madrid) and had booked my tickets online.Unfortunately, during my stay in Granada, many documents, including my credit card, were stolen. Most infuriatingly, at the airport on my way back, the Iberia personnel demanded precisely the credit card that was stolen when I tried to check in. They claimed it was necessary in order to verify my identity as a customer. Despite having shown them my other ID cards and a copy of the police report stating that my credit card was stolen, the entirely rude and arrogant Iberia staff at the airport demanded that I had to buy a new ticket- which I did in desperation because I had to get this flight. So I was even robbed two times - and I have far less sympathy for the Iberia criminals.
After this humiliating experience I had sworn to never use Iberia again. Unfortunately, I recently had to buy a ticket for my wife and the only connection available was with Iberia. When I tried to purchase the ticket online, after typing in my credit card details I got the message that the booking could not be completed and I had to buy a new ticket. Nevertheless, the money was withdrawn from my account - without having received a ticket or even a confirmation, of course. Some minutes later, I was able to purchase the same ticket with even the same seat number again - and I was charged a second time.
Since then, I have tried to get Iberia to return my money. I have been contacting their "customer-service" in English, German and Spanish and have by now talked to around 12 Iberia employees. Never have I experienced such a level of rudeness, incompetence and plain absurdity!
Some stated they could not find my booking at all, others stated that they found it, one wanted to have my full credit card number, another one promised I would get my money back after 21 days, then another one claimed I would get it in one more week etc. One of them at least pretended to be seriously interested in being helpful, but in the end he was not. After all, Iberia is a bad joke and obviously their system is designed to keep complaining customers away - customers who could rightfully claim back their money. One of these subjects stated I should send an email, which I did two times and I have not received an answer in 4 weeks, again, not even a confirmation. Now I have to consider taking legal action.
As a customer I am quite easy to please and have been travelling with many airlines for many years. The Iberia experience is a unique and outstanding example of incompetence and irresponsibility. I can only advise anybody to avoid this "company".
Review by Haddaz Derrow3 months ago
If I could only give zero!
My interactions with Iberia have been horrendous. After a delayed flight, I arrived in Senegal and both my suitcases had gone missing. Iberia's phone line were useless and unable to offer me any whereabouts of my cases. I called countless times over 24 hours, to be told my luggages were in Ghana! A work friend I travel with arrived a day later and found my suitcases abandoned in the airport. Not once did Iberia contact me with any updates or information.
Due to clothes I had to purchase and the numerous phonecalls made to Iberia, I was £200 out of pocket. Four and a half months later and over 10 hours of my time spent contacting Iberia, they have refunded £45 then an additional £30 and I am still £125 out of pocket and they are refusing to do anything more!
I am submitting a formal complaint to PACT.
Review by Ianplag3 months ago
They lie to you at the airport about luggage payments and rip you off. I have never been as angry and upset in my life as I was at the airport of Milan and Madrid when dealing with the same issue over and over again. The website is also awful. To avoid at any cost!
Review by Blagz3 months ago
I had a flight from Manchester to Zurich on the 25th June, with a 1 hour transfer in Madrid.
By the time the passengers had disembarked, then gone through a police check, I'd missed the flight. I kept telling the flight attendants I only had 1 hour to get the next flight, and they just shrugged.
I tried to go to the customer service desk, but there were around 300 people waiting in a huge crowd. I told them i needed urgent assistance and they just told me to take a number and wait.
After 3 hours of waiting (i tried to call them, but they just told me to wait at the desk) they told me they would put me on the next flight the next morning - but i had to be in Basel for 8.20am.
I had to book the last flight to switzerland on a different airline on my phone then literally run to another terminal with only 4 minutes to go before boarding closed.
They said i could go to the other end of the terminal and claim the cost of the original flight + the replacement flight at the sales desk - but I didn't have time, because the last flight out was about to leave and i couldn't miss a second flight!
I filled in their compensation request online two months ago - *it has been completely ignored* .so i'm over £500 down. I rang their customer service number who says there is no way to speak to anyone about a complaint or a compensation request. So they block any follow up and completely ignore you.
It says I must wait 21 business days to hear from them, it has been that now, so I've waited 2 months for a response, and they're still solidly ignoring me.
I've opened the case on Resolver, so will hopefully get it escalated to the ombudsman before the end of the year. It doesn't help me get my £500 back right now though.