Iberia Express Reviews

This would be no star for my experience if it was an option. Iberia express cancelled my flight in November 20 so I requested a refund, I was informed I would get a reply in 5 days. Suprise I heard nothing,early this week I got through to customer service who said it had been pushed for payment, still nothing.
Do not book with these unless you can afford to wait forever, I can't so maybe I could look at asking my credit card to pull payment as I'm still being charged for a ticket I can not pay off as I will be in credit.
I have now received a refund.

My flight of the 22end of April was cancelled, I requested the refund from them for Booking number (PSG5AN) and still up to now; the 29th of September, No answer, trying to avoid refunding.
What is my legal right, and is there anyone who can advise, please.
Ryan air gave me a refund within weeks.
I will avoid Iberia Express for its customer service and Iberia for its prices.

HORRIFIC AIRLINE, will not refund me for my flight cancelled in May 2020 due the he covid 19 outbreak,no emails, no notifications , appauling customer service. I will issue a charge back on my credit card instead. AVOID.

I have been waiting for Iberia to refund me since April for flights they cancelled. Two weeks ago I got emails saying they have refunded me however the funds have not appeared in my account. I telephoned yesterday and spoke to the most unhelpful person ever, who pretty much said tough, take it up with your bank. The bank have checked but the funds haven’t been sent. There is no way of raising a complaint email address etc.

Iberia express cancelled my flight due to Covid , on the 8th May 2020 I telephoned to request a refund and was asked 3 times to take a credit voucher instead of a refund , I made it very clear I wanted a refund not a credit voucher and was told a refund would take 6 to 8 weeks . On the 30th July 2020 I again contacted Iberia express to ask where’s my refund as we are well in excess of the 6 to 8 weeks and was told I would get a refund within the next 14 day’s . Today the 20th August 7 day’s past the 14 day deadline I have telephoned again to ask where is my refund and was told that I just have to wait and that no one in that call centre would have promised to repay within 6 to 8 weeks , there’s no record of the call on the 30th July and any law saying that the airline has to repay within 30 day’s is not applicable in this Covid situation . I also asked them to confirm via email that today’s conversation actually took place and they flatly refused

NOT TRUSTWORTHY! I have tried to call more than 5 times over the span of two months to get my voucher for covid-19. Have gotten really rude treatment, promises of the voucher and NOTHING. I havent been able to get the money back or even changes in the reservation. Im still waiting on this! Never ever booking with Iberia Express again.

Hugely disappointing!!!!!
I booked a flight with Iberia via the Vueling app just before covid-19. My flights was for the last weekend. My departure flight got cancelled and was not even informed of it and just found out when I tried to check in. When I called Vueling, they told me to contact Iberia. When I called Iberia, they told me they didn’t have my booking code (even though I managed to check in the return flight back, not the going out!! Then Tanya (customer service) told me that they did have my booking but wasn’t confirmed as they were not paid. This wasn’t true because no booking gets a confirmation unless it is paid for, and it also didn’t make any sense because I managed to get a boarding pass for the return flights when I checked in??!! When I tried to ask about the departure flights to even get to my destination, I was flogged off back to Vueling with no suitable or honest explanation. In the end I could not make the trip, I was given no options for a change or refund. It was just like being told to suck it up!! This company and their policies are terrible. Customer service is awful!! Tanya was absolutely clueless and most unhelpful! Hard to ever trust this company again!!!!!!

They cancelled 2 of my flights due to the coronavirus. For the first flight, I stupidly accepted a voucher, only to find out that they've trebled the prices of all their flights next year. I decided to ask for a refund for my second flight. Their cancellation form only gives options for voucher, rebooking and 'other'. Their facebook people told me to select 'other'. I did this and got an email a day later telling me that their customer services would be in touch in 'a few days'. Two weeks later I'm still waiting. Even Easyjet & Ryanair have a refund form that you can fill in with no trouble. I don't mind waiting for a refund, but waiting just to apply for a refund is disgraceful. Iberia Express are just dishonestly doing everything they can to avoid giving customers their money back. Disgusting customer service.

I booked flights with iberia express and I needed to change the date. I called and it was changed within 5 minutes with no charge . Thanks Tanya . Great customer service .

Booked a flight ticket from Copenhagen to Madrid. The amount of 3 persons 579 euro - a good price. Money taken from account but no tickets. I called Iberia Express they told me they have problems with their homepage - so I could try book again!!

I booked a ticket online for €95 but forgot to add my baby. When I called them to try and add her, they wanted to charge me €200! More than double the original price even though no extra seat was being added. I went online and the seat with a baby still cost €95! So, they were just using my mistake as a way to rip me off. Shameful.

A complaint aimed at Iberia and Iberia Express, and the confused and confusing - for the customer - relationship between them. As an Iberia Express member I recently booked a flight for my daughter from Madrid to Manchester via my account on the Iberia Express website. For some reason, the ticket appeared with my daughter's Christian name, followed by my Christian name and my daughter's surname. I tried to correct this error directly on the website but to no avail. On arriving at Barajas Terminal 4, we were told at the Iberia check-in desk (note there are no separate check-in desks marked ¨Iberia Express¨), that my daughter could not fly and that we would need to get in touch with Iberia Express to correct the mistake. When we argued that Iberia could surely help us as Iberia Express formed part of the wider Iberia group - as the website itself clearly states - we were met with a shrug. The attitude was basically ¨it´s not our problem, so go away.¨ Check-in desks were busy and we refused to budge. The Iberia employee fetched her supervisor and the whole ¨problem¨ was solved in 20 seconds by pressing a few buttons on the computer. But it was clear that if we had not made a fuss, our daughter would have missed her flight, we would have been 200 Euros out of pocket and Iberia wouldn't have cared a jot. In conclusion: buck up your passenger service and accept that when people book though Iberia Express they expect Iberia - as the only physical representative of the group at the airport - to face up its responsibilities and solve problems.

Hi,
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 !!!

Very Poor Customer Services
03/07/19 - Website crashes and I make a duplicate booking online. 08/07/19 - Contact customer services and I am informed the duplicate booking has been cancelled and I will get a refund.
One month later...................nada
14/08/19 - contact customer services again and informed use the online complaint form. Nothing they can do (mirrors other people's expeiences)
14/08/19 - raise a complaint via online portal. No confirmation emails received.
One month later .......................................................nada
another month ...........................................................nada
another month ............................................................nada
05/12/2019 - get through to a member of the Iberia team via British Airways customer services team. Why you may ask? It is because BA is code sharing with Iberia and I thought that might be a way in to get some answers. No chance there Jose!!! The guy I spoke to did inform me to contact Iberia via facebook/ write to them or legal.
05/12/2019 - Today, I contacted them via facebook and completed this review on trustpilot. Not holding my breath because I would be dead before I get a response from Iberia Express.

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!!!!!!

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!!

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!!

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!!
Disgusting service!!!

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.

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.

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.

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.

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

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.

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.