They take your money and then say you don't have a booking. I cannot believe how awful their service is.
- Make booking, see transaction
- Never receive confirmation email
- Contact customer service, provide details, call gets disconnected
- Contact customer service again, provide details, call gets forwarded to Spanish speaker who then hangs up on me
- Contact customer service again, provide details, tells me there's nothing he can do. When I ask to speak to a manger puts me on hold and eventually hangs up on me
- Contact customer service 4TH TIME, provide details, tells me there's nothing he can do. When I ask to speak to a manger puts me on hold - still waiting 30 minutes later.
This service is so appalling - stay away!!!!!!
Review by Nesanet2 months ago
I have bought a flight for 187 euros but company charged 324 euros in my account. I have called them to get an explanation and let them know that they have made an error and showed the booking confirmation email with the 187 euros quantity. Instead of correcting the mistake and refund the extra money charged, they tell me to file a claim in their web page!! So months of headache to get my money back 😬😬and this for their mistake!! awful customer service!!
Review by Murtuza Verhaar4 months ago
Terrible online purchasing system contributed to me making a mistake on flight dates (and discovering the excessive extra cost for luggage). I phoned immediately to cancel. They said flights could not be cancelled. Could I change the flight? £68 penalty, £57 flight cost difference, £30 admin fee per flight! More than the cost of the original ticket.
Review by Baranyai Bhautoa5 months ago
The worse customer service care and compassion ever had.
Had to missed travel arrangements for a serious medical condition and they wouldn't refund the flight.
Still waiting for the requirements to claim it on the insurance, 3 months later!!
Review by Cryptino5 months ago
Do not use this company.
Terrible experience. They took the money for my booking then sent an email to say the booking was pending.
The next day I got an email stating I had to phone them on a Spanish number in the next 24 hours to avoid cancellation of the booking.
I tried to contact them and they are impossible to speak to. You can only speak on a Spanish number. I asked my Sister who lives in Spain to ring and she has not been able to get anywhere with them either.
I don't know whether to turn up for the flight or not. They have not refunded my money.
Review by Hbass5 months ago
Lost my luggage and my husbands and 20 other people on the plane from Madrid to Mallorca and reported it and didn't get a tracking number of anything. Then tried to ring them that night and got told to hang up and ring the same number over and over again and no one answered or gave a hoot. This would airline would have the worst customer service I have seen in over 20 years and that is saying something. Do not fly with them. Still haven't got my bag and have medical pills that I require!!
Review by Tremaine6 months ago
This is honestly the worst flight experience I have ever had. After having bought plane tickets for the entire family, Iberia Express sends me an email-confirmation that the tickets have been bought. One day prior to the day of our departure, I receive an email with a link for early check in, but when I click it, the site says that my tickets have not been paid for - despite the email I got that said that the purchase had been confirmed. When calling Iberia Express for help on this issue, I spent four hours in total talking to different people who all said different things. One said that the tickets were never paid, another said hat they were paid, another said that the tickets were actually for another day. Many of the more than ten people I talked to were very rude and had no interest in helping me at all. Now, only some of us can go on our vacation, while one of us has to book another flight and get there a day later. Even worse, we talked to several other families in the line at the Iberia Express check in at the airport, and they had experienced the exact same thing.
I have never experienced such bad customer service, and I hope I never will. This company is entirely unreliable, and I can only recommend that you do not buy your plane tickets here.
Review by RachieBee Litoris6 months ago
Shameful Iberia Express. Iberia Express cancelled a flight a month before we were due to fly back from Madrid to Birmingham however they told no one on the flight and even sent emails inviting us to check in for the flight the day before! Lot's of people turn up at Madrid Airport to check in and board but guess what, nobody at check in knows anything about this flight. We were due to fly back on April 19 and apparently the return flight on a Monday had stopped flying a month before.
Loads of passengers stranded and absolutely no customer services to speak of. Iberia (separate from Iberia Express) claimed no responsibility and would not help at all. It cost me well over £1,000 to arrange alternative flights to Bristol airport and then hire a car to pick my vehicle up from Birmingham Airport.
On my return I naively thought that obtaining a refund for my cancelled flight and compensation for the alternative flights would be straight forward. After all, how could Iberia Express deny the incident occurred when at least one hundred passengers had been left stranded (it was particularly distressing to see a young lady with a very young baby being offered no help by the airline).
How wrong I was! Iberia Express customer relations/services is non existent. They ignored and ignored and on the rare occasion we could speak to someone they tried to fob me off.
I feel particularly aggrieved because this company operates under the umbrella of the International Airlines Group (IAG) of which BA are a part of. They are a listed UK company. They almost operate in the wild west with no care or responsibility for their customers, working in the knowledge that the various airline regulatory bodies are toothless and will not do anything. These airlines would be an ideal target for a BBC Panorama type investigation as they really must be raking in millions with this scam. If they were operating in the financial services sector the CEO and board and directors would be looking at serious consequences for their behaviour and actions i.e prison sentences.
Review by SJoanne Goodburn7 months ago
AVOID! There is long delays almost always, if not your bag will get lost. Staff look bored and tired.
Business class is a cold pasta with no choice of drink. very disappointed. There is always something when travelling with Iberia.
Last time I travelled i had one piece showing on my boarding pass and they said no, and charged me 40 euros. They dont speak good english and ignore my correspondance.
Review by Harshika Seashack8 months ago
Cancelled flights, no notice given, additional charges, unhelpful customer service, definitely the worst airline I have flown with.
Review by Akiera8 months ago
It's insane that this airlane cancels a booking, and doesn't properly notify the passenger, the only notification was a text in Spanish, in the middle of a mail written in English, with "Travel documents" as subject and while having all the previous communication in English.
Imagine the situation, do the analogy with another language, let's say Chinese, getting notified that your booking was cancelled by a text in Chinese, within a mail written in English with the Subject "Travel documents"... absolutely unbelievable
Review by Hengameh10 months ago
It`s hard to believe how bad it is
Took my money, cancelled the ticket and didn´t inform about it. Really bad digital services. Not to be trusted.
Review by Keneesha Reher10 months ago
NEVER USE IBERIA - They have conned me a lot over the past few months in regards to a flight back in SEPTEMBER!! Even their CEO has ignored every attempt at contact. Ridiculous company
Review by Vertyce11 months ago
The worst airline in the world!!!!! The worst staff!!! The worst service!!! The worst flight!!!! The worst plane!!! I will never fly with them again...and you should not too!!!!
Review by Genat1 year ago
Cancelled my flight with no reason given, so I booked another. Am waiting for a refund for the cancelled flight but the only way to contact them is telephoning Spain. Have tried 5 times today:
Call 1 - asked me to call back
Calls 2, 3 and 4 - someone literally picked up the phone and put it down again before I or they spoke
Call 5 - did the old trick of hanging up in the middle of them speaking, so it looked like we'd been cut off!
I find it incomprehensible how an international airline customer service department routinely hang up on people. They should be closed down.
Review by Germana1 year ago
My boyfriend and me had two flights booked to travel from Gatwick to Madrid for Christmas. Both our flights were cancelled due to the drone isue that shut down Gatwick airport for a full day. We called on the same day to get new flights and were confirmed over the phone we both had been booked in the same flight on the 24 to get to Madrid in the morning. When we got the new confirmation emails, we realise one of us was booked on that flight, the other one was booked in a flight landing in Madrid on the 24 at midnight (which means missing Spanish Christmas)!.
When calling again, the most rude lady accusses me of lying. Saying we had initially only booked ONE flight and not TWO (which makes absolute no sense as we had the original booking confirmation email with two tickets). After much discussion and accepting I was right, she confirms she can change the flights so we both can fly together... and she changes BOTH to the flight htat lands at MIDNIGHT! - Perfect solution, so we both can miss Christmas together.
Again, call to the customer centre to ask why the hell they have moved the flight that was rightly booked instead of the one where they made the mistake. More accusations and rude answers to finally change my ticket back to the morning and leave my boyfriend with a flight at midnight,
This company is an absolute joke and I would not recommned anyone to book with them. I am Spanish and have travelled plenty of times with Iberia having no issues. My luggage was lost once and the customer service was great. However, this Iberia Express is a total scam. They ruined our Christmas to me, my boyfriend and my family in Spain.
Review by Reclaiming Raleva1 year ago
Flight without problems, on time. Baggage arrived also without problems. The seating space is small, but it is a low cost airline....
Review by KaterinaUsik1 year ago
This company is a scam!! Just take a look at their Facebook page with hundreds of people complaining from all over the world.
They are the best at ignoring our several refund claims. It is impossible to receive proper information. After a month of waiting, they are still trying to contact the "refund department" to check the status of my claim. Obviously the "refund department" is a secret thing that cannot be reached under any mean. This company ignores not only their customers but also the aviation laws.
Our flight with Iberia was horrendous. We had a 5 hours delay without any explanation nor apologises. During the 5 hours, no food/water was given, as the law request. The vegetarian meal I had ordered was non-existent, they gave me banana instead (for a 10hour flight). The staff was extremely rude throwing biscuits at our faces and making racist comments. When we finally arrived to our destination, our 4 bags were lost. it was extremely difficult to contact their customer service to know where our bags were. It took them a week to find them, even though they had tags with our name and address.
DO NOT USE IBERIA!
Review by Avihai1 year ago
They act as a scam company. I tried to buy a ticket with this company five months ago. Something went wrong and they told me the ticket was "no longer available". It turned out that they had already charged me for the ticket TWICE. The first person I talked to was incredibly rude and accused me of lying. He said that I had bought a ticket and that it was non-returnable. I told him that that was precisely the problem: unbeknownst to me, I had bought a ticket and never received it after having payed DOUBLE for it. He could not very well explain how the SAME ticket had been sold to the same person twice, and he didn´t offer to refer my problem to anybody else.
The two other people I managed to talk to later were nicer, but they lied: they said my money was going to be returned very soon. Five months later my bank tells me Iberia Express has refused to give me my money back.
Lesson learned: Never do business with an internet company that has no e-mail address and, therefore, no way to keep a record of your claims. Honest companies have e-mail addresses, the rest are not to be trusted. Ever.
Review by Abertawe1 year ago
The worst communication strategy with customer. I call and wait 10 min to reach someone than tell close itself. searching any mail on their webside to write about a change and no single mail possible. They say that they are most punctual low cost company in the world but they dont have system to communicate with their customer
Review by Clutch Sunnies1 year ago
The page is amazing, very fast, very clear, one of the best ones from flight companies. The bad part .. they do not send you the confirmation of the booking, it has happened already with 2 flights, and until now, it shows error messages to retrieve it. Customer service is also not available in most languages and they do not have an email to contact them. Such a pity, the start was very good, but not the end product
Review by MMedina Zhurakovskaya1 year ago
The worst airlines ever!!! Unprofessional, rude company which creates some new requirements and rules and does not allow to board the plane if u dont have the credit card with !!!!!! BUT DO NOT inform about it in front! And their support is horrible!!! When talking to them they just closed the microphone and then hanged up on customer!
How is this even acceptable?
NEVER USE THEM
Review by Shanthy Abdelidis1 year ago
Bought the 22.th of january 3 tickets from Copenhagen to Madrid. I newer got a confirmation or bookingnumber, but i have paid through my MasterCard and they have received the Money. Now I try to get in contact and get my booking reference but no one wants to help in phone or mail.
The communication departments which is the only mail I can find on homepage - gave me a phone number that says they are not iberia Express but iberia airlane. Which according to them is different.
So if you want to get tickets for the Money you pay - dont be a customer at iberia Express. The worst ever and now 330 euros poorer and none tickets.
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