Thank God I haven't flown with them yet! I tried to reach customer support because the new Iberia Plus account I set up seemed to be malfunctioning. Iberia seems to hire people whose English is unintelligible. This is not helped by its use of a voice-over-internet service and hardware that breaks up and echoes every communication. Requests to speak to supervisors are refused.
Even more bizarre, I could not opt out of spam ("marketing") emails from the email. Evidently, only the Spanish version allows what the EU REQUIRES. Online complaints don't work because one needs a booking number.
I shudder at my need to fly a couple of within-Spain trips next month. I will see if I can fly Vueling. It's that scary.
Review by Farzona1 month ago
Only included baggage on one way of a long haul flight. Customer service is a joke.
Review by Bubsy Woolveridge1 month ago
Late boarding unorganized boarding, staff unfriendly, no space for a tiny bag in the overhead, in summary , less than acceptable
Review by Elangbam Derrow1 month ago
This was a terrible flight. Never reviewed an airline before but Iberia were poor. Started from the unhelpful miserable girl on the desk. Then on the flight cabin staff who were not interested in serving and requests made you feel like it was a chore.
Then it gets worse. Was given a frozen solid dinner. No not just cold frozen solid!! How she didn’t realise when she gave it says everything about them. Was replaced by a Luke warm one.
And the coming back from Cuba had 2 items stolen from my luggage. Opened a case a week ago still haven’t heard anything at all.
I’m short. Don’t fly Iberia.
Review by Tdot1 month ago
Our flight was cancelled, no one contacted us by tx or email. We tried to book again, for several days and eventually our UK MP got us back to the UK.
Since back in the UK, I have left several messages and claims and only get a noreply email. Under EU regulation, I understand as they are based in the EU they should pay compensation for cancelled or delayed flights, they do not want to engage in this discussion and ignore them.
From the stories I have researched on the internet, several people have tried, unsuccessfully and there does not seem to be a mechanism to enforce this.
I have contacted my MEP for advice.
Has anyone else experience bad Customer Service?
Review by Sylvanna Kwesell1 month ago
Tries to trick into paying for online check-in. Charges for the first checked baggage on intercontinental flights. Button to add baggage online doesn't work. E-mail customer service is virtually useless, claims they're the wrong department, refuses to address your concerns, provide an e-mail address or contact form for the correct department, or forward your e-mail to the correct department and forwards you to international toll numbers. Phone survey doesn't work, keeps asking the same question.
Review by Djeddi Derrow2 months ago
Nightmare nightmare nightmare! Rude, unhelpful, unfriendly staff. Check in online wouldn’t work, check in at kiosk wouldn’t work and was sent to three different desks before I got an answer. Then was sent to a LONG line with ONE desk open. Also asked an Iberian employee If we could check our bag weight to re distribute and not hold up the line when we got up there his response NOPE. And then walked away. Really great attention to details guys. I hope this airline faces some sort of lawsuit and disappears. Truly.
Review by Demicoli2 months ago
NEVER EVER AGAIN... THE WORST EXPERIENCE!!!
My wife and my two small children were on a flight bound for Madrid for Christmas and once everyone had boarded, we were kept on the tarmac for over 3 hours with no information as to whether we would be flying eventually the flight was cancelled and we were not given any information once again, we were asked to disembark, after almost 10 hours of no information we were informed we would be lucky if we can fly out the following day. We could not speak to any one, with two small children no one at Iberia bothered to assist us or have any empathy in respect to us travelling with very young children.
We were finally put on a flight the following day. As a result we were a day late, our car hire in Madrid was cancelled and we had to pay 4 times the cost of our car hire to hire a vehicle for the remainder of our journey, there was even more convenience, financial too, there is not enough space for me to go through it all. On our return I approached Iberia to assist and they took over 4 months to respond. Their complaints procedure is designed to make you give up. You can not submit a complaint in a straight forward process. The matter has still not been resolved by Iberia for almost a YEAR now despite numerous email correspondence, most of which they never bother to return. I was forced to contact the Civil Aviation Authority who are now looking into the matter. Iberia by far have THE WORST customer service I have ever come across. Avoid them at all costs, they don't care about anyone and as a parent with small children. I will NEVER fly with them again and would not recommend them to anyone!!!!!
Review by Masuwa2 months ago
Terrible airline. I flew from Dakar Senegal to Stuttgart Germany with a layover in Madrid. I checked a bag in Dakar all the way through to Stuttgart. When I picked up my bag in Stuttgart, my bag was damaged with a pair of shorts and shirt missing from inside. Additionally, someone had place a small plastic bag in my suitcase with trash in it including cigarette butts. Finally, the inspector placed someone's personal item kit in my suitcase which included makeup, earrings, and other small personal items. I called customer service for baggage and they indicated that I had to call the police on the extra stuff that was placed in my suitcase. I will avoid flying on Iberia airlines in the future.
Review by Zabion2 months ago
booked two business class tickets Miami/Madrid 4K + - they inverted my wife's name (first name last /last name first)- to correct the ticket- they charged me $ 40. we have flown this flight over 20 times and their error costs me money? what is that?
Review by Allanna3 months ago
thanks for your detailed answer (see below), that is not helpful at all (as your are not telling me anything new!). Apart from that, it shows clearly IBERIA'scustomer evaluation! By the way, did you know, that Iberia was late, when we were returning from South America and did not even apologize for it?! However, we will not miss any chance to share our IBERIA experience with others and of course from today on, we will avoid Iberia when ever possible. Congratulations - your customer care could not have been worse, then that!
Kind regards, Olaf Kempin and Ana Paula Marques
On Fri, Nov 15, 2019 at 11:20 AM IBERIA No-reply wrote:
Dear Mr Kempin,
Thank you for your notification regarding flight IB3097 of 22/10/2019.
With regard to the compensation requested, this is only payable when boarding is denied due to overbooking, and this was not what happened in your case. To be eligible for compensation, you must have a confirmed booking and you must check in before the flight is closed.
In any case, we thank you for taking the trouble to contact us. Kind regards.
Iberia Customer Services
Review by BaLrOg3 months ago
One of the worst EU airlines I ve ever flown with. On my return flight from Havana to Madrid I cut myself with the packaging of the food served by the crew. By the way the food was just disgusting! After I cut myself I asked the crew and in particular, Mrs Muniz, for an elastic plaster. Her response was really surprising: ‘we might have and we might not have’. I then waited for 30 mins with the wound open but no signs of Mrs Muniz. Next I saw her serving coffee/tea to passengers and there I asked her if she had found a plaster for me. Her response, again surprising, was that she is busy serving coffee. At the end she brought me a plaster after 40 mins of waiting. If this is what they call service...I would rather fly with a different airline. Worth noting that the aircraft for a flight of 11 hours is at least uncomfortable and dirty. Really bad experience overall!
Review by Liscan Foullani3 months ago
Upone arrival Las Palmas, my suite case was found on the belt , heavily damaged. ( broken handle , cracked ) the lady at the desk had completed damaged report and wrote web site , phone number of Iberia. All my efforts to submit claim on line were unsuccessful, as all reports should be sent via POST!!!
The next try was a phone call.... 🙂 The rude lady on the phone had informed me that , they do not have any Iberia branches in Cyprus( the country of originI ) and nothing can be done unless they get my damaged bag , and / or documents via post !!!
My holidays on Canary Islands were spoiled same as my suitcase! There is cheaper and better airlines flying to Las Palmas !!!
NEVER FLY WITH IBERIA !!! This is disaster !!!
Review by LeeBrown3 months ago
Scammed me out of $40. I booked online with my credit card and received a confirmation email saying it was processing. I heard nothing else so called them (took 5 attempts). In the end they said they didn't manage to take the payment but they could take the payment on the phone if I paid an extra $40. Terrible service not keeping me informed then price gouging me.
Review by Fayyozjon3 months ago
Worst website I have ever used for an airline. At first I can't log in. Keep on giving me error message. Then once logged in, had to verify each time like as if they are so concerned for the security of your information. Finally once I got in, it tells me Request Not Processed. What a shame to Spain and an embarrassment. This is the 20th century and Iberia can't find better tech guys to fix their website??? LOL, this is a website that sucks up your time if you are lucky to get in. The Avios points are useless.
Review by Tubelihle3 months ago
Iberia’s booking system and customer service are easily the worst I have ever encountered, and I fly at least once a month.
I tried booking a flight from London to Madrid over the Christmas break. After a slow and clunky online booking process, I was sent my reservation and given 24 hrs to confirm it. However, there was a problem. The return date was wrong by an entire year.
After checking that I hadn’t made a mistake in the booking, I called them up and was told that due to a fault with their IT systems, plenty of passengers on that day had experienced the same problem. I was re-sent a flight reservation with the right date and told them to confirm it there and then over the phone. I was reassured it was all taken care of.
Several days later, I noticed that the price of my tickets had been refunded. I called customer service and told that (despite my previous confirmation over the phone) my reservation had expired and been cancelled. They made no apology for this. I was then told that I would need to rebook again from scratch but due to (another) problem with their systems, I wouldn’t be able to do that in the afternoon. I then asked to be put through to their complaints department. I was told me they didn’t have one at which point the customer service adviser hung up on me.
I ended up having to book through another airline, at a higher price on different dates.
I honestly do not know how Iberia is still in business. They have reached a point where they are worse than their low-cost competitors by every measure. They also give a bad name to their OneWorld partners by association. I’m never using them again.if I can avoid them, for business or leisure.
Review by YeTe Rouhollahi3 months ago
So I made a mistake and bought the wrong flight (right date/route, wrong time). So I call right away, as basically every decent airline under the sun has a grace period, right? Wrong. no refund on the seat (11eur) and they charged me a 30eur fee for cancellation. 5’ after booking...!!! The flight cost 55eur... so basically I am getting nothing back. Oh, and it takes 30 days to receive a refund!!!! LOL - the joke is on me. Let me tell you I have even been a silver member with this airline... I am so DONE.
Review by Mahaveera Meersmans3 months ago
15 months ago we had the misfortune of almost flying with Iberia (outbound). As we were stood in line at the departure gate in Madrid Airport, boarding card in hand, the flight was cancelled. Technical problems were confirmed so compensation definately due. We tried at the the time to claim this but poor website, unclear process (we actually purchased through BA), and a general lack of interets on the part of Iberia, we did what I suspect they hoped for and gave up. 10 days ago I received an email advising how much compensation I'd been awarded, woo hoo. It asked for confirmation of name, full address, bank details and a copy of passport page. I made extra checks before sending this personal sensitive information. Today I received a reply (from a 'no reply' email address), so email was legit, saying 'we must repeat the resolution we offered in our previous communication'...which looks like they've changed their mind. So now they've breached data protection legislation (gathering data for no purpose) as well as the EU compensation rules. The sooner they go bust the better.
Review by Miramodus3 months ago
Iberia airlines is a shame for the great Spanish people and incridible country. One more time their flight was delayed, and I was in a connection flight which let me nervous during the whole route. When the first leg landed, there was nobody there of the company to guide the passengers, I was lost and 8 had to run against time to make my way to home. When I found the right gate, there were differnt queues for the flight, I asked Iberia staff about which queue I should take, so I went to one told. Once the my time come to scan the boarding pass, the same lady the instructed me to take the queue, told that I was in the wrong queue. Complete messy company and not well prepared staff, one of the worst companies in my opinion.
Review by DaFee4 months ago
Its a shame for such a big company, I bougth 3 tickets for holidays, now due to family emergency illness I want to cancelled and request my money back, I understand maybe is some penalties for cancellation, jajaja, NO, no penalties, simple they take all your money and that's it, you can forget about your family or holidays and your money is gone, so disappointed with them, I will never EVER buy any single ticket from them.
Review by GamersNL4 months ago
They lost half of everyone’s bags from the flight! Shocking!!
Review by Kaelowyn4 months ago
The worst airline ever! I have no idea how it’s a star alliance member. The planes are nasty, old, filthy. The food on the flight tastes awful- hospitals have better food! And the crew, rude racist people! I was in a headscarf and got treated like garbage! As if I sat on the plane for free!
The “customer service” at Madrid airport is a joke. Such RUDE and disrespectful agents sitting there not even helping customers instead stressing them out more.
Never ruin a holiday by flying with Iberia.
Review by Cozariuc Wiczynska4 months ago
Purchased flights from London to Kenya on the Iberia website flying with British Airways. The purchase included check-in luggage for all passengers on both flights and this was stated on the booking confirmation email from Iberia. However, I by accident discovered when booking a child meal on the flights that the booking according to BA was hand luggage only. Spoke to Iberia customer service who confirmed that it was hand luggage only and I would have to make a complaint via the Iberia website, which I did immediately. No acknowledgement from Iberia of the compliant requesting them honour the inclusion of luggage or full refund. 5 days after submitting the compliant its status is still "received" and not moved forward and this has resulted in missing the opportunity to purchase fare at lower price elsewhere on other carriers. Even their Twitter response was unhelpful and implied that it was tough luck. I have informed my credit card company who agreed this was misrepresentation by Iberia as they are not providing the service as advertised and paid for.
This could be seen as a deliberate ploy where passengers turn up at the airport and are told hand luggage only and then have no option but to pay for check in luggage or not take their luggage with them for a 2 week holiday!!!
The sign of a good customer focused company is one who address their errors and manages customer issues efficiently...Iberia are definitely not customer focused.
Review by Sharon4 months ago
Never again. London Gatwick to Casablanca. Both flights delayed one by 1 hour other still sat on damn tarmac at Madrid in a plane that looks like a child's toy. Staff on planes are lovely but a realbad day. First and last experience with them.
Review by Raige Armster4 months ago
Iberia is probably the only big national airline that can delay your flight in order to combine it with another one when they don't sell enough tickets, and you don't get any advance notice. So you end up sitting in the airport, waiting, just because they can't be bothered to fly a plane that is not fully booked on that day. When enquiring at the Iberia customer service they just admit that this is what they do sometimes. Amazing, never to be booked with them again.