Iberia Airlines Customer Service Issues

I had booked a flight from Almeria to London with a stop in Madrid on October 24, [redacted]. Despite reserving seats online in advance, when attempting to check in, my wife was able to do so, but I needed help due to being a disabled passenger. This led to us being given non-adjacent seats, causing distress as my wife is also my carer. Fortunately, another passenger switched seats, allowing us to sit together. I find it unreasonable that I couldn't check in online like with BA, as this would significantly reduce stress for disabled travelers. If the policy towards disabled passengers doesn't change, I'll opt to fly from Gatwick directly to Almeria instead of Heathrow, even though it is closer to me.

Upon checking in for my flight, I was informed that not having an exit ticket from Colombia within 3 months could result in deportation, fines for Iberia, and termination for the employee. Despite being a legal resident in Colombia for 5 years, I had to pay a [redacted] Euro penalty to change my flight and buy an exit ticket. The Iberia staff refused to consider my explanation or the visa label in my passport stating my resident status and its indefinite validity according to Colombian law. If the staff were more knowledgeable about travelers' legal statuses, the stressful situation, including being stranded in Madrid for two nights while our luggage departed, could have been avoided. My spouse has already submitted a complaint on the Iberia website in Spanish, but the standard responses received indicate that no investigation was conducted. I am determined to pursue this matter further.

I have a reservation booked with Iberia under the name Alexa Nichols for flight # 2CU3BW, departing on Sunday, March 15, [redacted]. I am currently facing an emergency situation due to the COVID-19 pandemic, as directed by both the United States and Spanish governments to evacuate Europe immediately. I am requesting a full refund for my ticket, as it is beyond my control to travel on the scheduled date. I understand the severity of the situation and hope for your understanding and cooperation in processing my refund for the ticket cost, as well as the fees for baggage and seat upgrades. You can reach me at +1 [redacted] or via email at [redacted] Thank you for your assistance in this matter.

Dear Customer Service Team, I am reaching out in regards to a canceled Iberia flight. In light of the recent ruling by the Court of Justice of the European Union in the case of Tui & others v CAA, confirming the eligibility for compensation outlined in the Sturgeon case, I am seeking compensation under EC Regulation [redacted]/[redacted] for the aforementioned flight. Here are the flight details: Booking Reference: VXKEW2/NTKHK Existing Complaint Reference: [redacted] Flight Number: [redacted][redacted] Departure Airport: London City Airport (LCY) Scheduled Departure Time: Mon 25/05/20 15:35 Arrival Airport: Ibiza Airport (IBZ) Number of Passengers: 1 Despite contacting Iberia directly and requesting a cash refund, I have not received the promised email outlining the refund process, causing me significant stress given my recent job loss. The lack of communication and empathy from Iberia is disheartening. I anticipate a comprehensive response within 14 days. Failure to provide a satisfactory resolution may lead me to escalate this matter further legally. Sincerely, Lucinda J. Address: 44 Acorn Walk, London, SE165DU Phone: [redacted]

Dear Iberia, I am writing to request the delivery of my luggage currently located at Barcelona's Prat airport. The suitcase details are as follows: IB [redacted], IB [redacted], IB [redacted], IB [redacted], IB [redacted]. These bags were checked in on flight IB6585 on October 23 alongside two other suitcases for a trip to Bogota with passenger CHD Toscano Yelema. It was discovered that not all the luggage was sent to Bogota as intended. I have a rescheduled flight on October 30 with passenger Toscano Ortega Yelema and I kindly ask for the prompt return of the missing luggage before our check-in on the day of our flight. I appreciate a swift response either via email or at mobile number [redacted], as well as a contact number for the department responsible for luggage inquiries and deliveries in Barcelona. Sincerely, Gloria Ospna

I supervise a dentist from Honduras who recently completed a humanitarian mission in Sierra Leone. Due to US travel restrictions, her flight back to the US from Sierra Leone was rerouted, causing changes to her itinerary. After flying from Sierra Leone to London with Brussels Air, she had to rebook her journey as she was unable to board. We arranged for her to go from London to Madrid with Iberia, then on to Guatemala City before taking another airline to Honduras. Upon arrival in Guatemala City, her bags were missing, and despite filing a report, she was not provided with a tracking number. Efforts to contact Iberia in Spain, the US, and Guatemala have been unsuccessful. She is currently trying to locate a friend in Guatemala City who can visit the airport office to speak with someone and obtain the tracking number.

Hello, My name is Valentine Tika Nyazaka. On 28/1, I traveled with Iberia from Stockholm via Madrid to Fiumincino in Rome. On 29/1 at 11:30, I realized that my carry-on luggage did not arrive. I followed the procedures, and was told they would contact me once they locate my bag. It has been 14 days without any updates. I did not budget for buying clothes, undergarments, perfumes, and other items for this trip. I was forced to beg because I have nothing. No one has called to check on me during this wait. My return was scheduled for 13/2, but without that bag, my trip has been in vain, as I came for two main reasons: 1. My civil wedding (documents and clothes are in that bag) 2. My nephew's baptism, which I had to postpone. I need my bag! I took this vacation to relax from work stress and the coronavirus pandemic since I am a nurse. But you have caused me more stress than I wanted to unload! The case number is: FCOIB24133. My contact is: [redacted]. Email: [redacted]. Best regards, Valentine Tika Nyazaka.

I am traveling with my family on a flight from Chicago O'Hare (ORD) to Venice, Italy (Marco Polo) via Madrid, Spain on July 10/11. Our record locator is UQMFIK. I'm concerned about quarantine restrictions in Venice and Madrid. We plan to stay in Venice for 3 days. I've heard about "Covid-tested flights" exempt from quarantine, wondering if our flight qualifies. We all had Covid in December [redacted] and possess positive Serology tests from May [redacted] showing antibodies. The booking is through American Airlines Advantage award travel with flight [redacted] operated by Iberia. Flight details: 4:35 PM ORD to 7:50 AM MAD on July 11, then 8:20 AM MAD to 10:50 AM VCE on July 11. Confirmation Code for both flights is LYY27. Can someone confirm if quarantine is required? Please refrain from calling or texting at this time.

I am reviewing the correspondence sent by you and I am being DOUBLE BILLED for the same flight. I AM THE ONLY TRAVELER and I do not need two tickets. PLEASE REMOVE THE CHEAPER ONE WITHOUT THE EXTRA SO I CAN CHANGE MY FLIGHT IN ADVANCE. I have received purchase confirmation NQ7J2X and another NRVXTF for the same flight, Both have different prices, one is [redacted].92 which I believe is the one I can change the flight with no cost, OPTIMA with 1 bag. the other is for [redacted].92 dollars. In Peru, you no longer have offices and the phone number provided is not answering. In the first one, I never finished entering the information, and of course, that's the one I want you to cancel. It showed that the time had expired, so I did another one. Please get in touch as soon as possible and fix this error, thank you. I am ELVIRA CASTAÑEDA MALDONADO WITH PHONE +51 [redacted]80 COULD YOU PLEASE BE KIND ENOUGH TO CALL ME AND LET ME KNOW WHAT YOU ARE GOING TO DO. I AM BUYING IN ADVANCE TO ORGANIZE MY FLIGHT PROPERLY. They have not charged me for any of them yet, I have checked with the bank and no charges have been received. I am in Peru and there are no Iberia offices. They have given a phone number that is NOT ANSWERING.

I accidentally paid for the same ticket twice because of an error message I got when using my credit card. The ticket is for a trip from Boston to Barcelona departing on July 16 and returning on July 25, and it's for Elizabeth S. I was charged twice but only received one error message. After checking my email, I found that I was issued two tickets. The purchase confirmation code for one ticket is HD1B8, and for the other ticket, it's HD1G0. I need to cancel one of the tickets and get a refund.

I bought tickets from American Airlines, which included a flight with Iberia where I had purchased upgrades. When I realized I made a mistake with the date, I canceled the tickets. American Airlines has informed me that I need to seek a refund for the Iberia upgrades directly from Iberia. However, they did not provide me with the reservation code for the Iberia flight because I canceled it. I have attempted to contact Iberia through various means without success. How can I proceed to obtain my refund from Iberia? Thank you.

I am writing this complaint on behalf of AURORA SUAREZ SUAREZ (ID [redacted]4V) and myself, JOSE FERNANDO FERNANDEZ RODRIGUEZ (ID [redacted]7L). We were both part of reservation QSYOM9 for the BCN/NY JFK flight in May [redacted] with a return on June 1, [redacted]. In April [redacted], due to the COVID pandemic situation, we contacted you and were offered a compensation voucher for the flight with a 10% increase and an expiration date of June [redacted] (voucher [redacted]QSYOM9ZK for AURORA SUAREZ and [redacted]QSYOM9LF for me). At that time, with no other alternative provided, we accepted the proposal as our wish was to travel, and NO ONE could have predicted the current global situation we are still facing today. Although the usage deadline has been extended to October of this year, we believe that during this fifth wave of the pandemic, with many countries rating Spain in red and the lack of vaccination in most Hispanic countries, it is NOT FEASIBLE to plan a trip for that time, especially with a return flight limit in March [redacted]. Therefore, we REQUEST that, just like other companies such as Air Europa have done without us having to ask, you extend the voucher expiry dates to the beginning of [redacted], allowing us to fly throughout the entire year [redacted], hopefully with a clearer pandemic outlook.

Hello, I am reaching out with a concern regarding our recent booking experience. We booked a round trip to Madrid with flexible booking through Iberia via Booking.com, using the Booking Reference number METDM. Upon receiving the flight confirmation after the 24-hour cancellation window had passed, we discovered that Booking.com had used an intermediary called GoToGate, which we have had negative experiences with in the past and has been reported to the Better Business Bureau. Upon trying to address our concerns with Booking.com, we were continuously redirected to GoToGate. They informed us that there would be a $[redacted] fee to cancel, along with additional non-refundable fees and taxes to Iberia, despite Iberia's COVID policy allowing cancellations. Sadly, GoToGate was unable to provide us with the exact amount of fees or details regarding the COVID cancellation policy. As a result, we re-booked the same flight through Iberia with British Airways to avoid these issues. We are now worried that we may encounter similar non-refundable fees and taxes if we cancel our booking, especially since we made the decision within the penalty-free window. We believe it is unfair that we have to incur cancellation fees, as we are ultimately flying the same route through British Airways instead of Iberia. We feel deceived by GoToGate and Booking.com and are seeking guidance on this matter. We would appreciate it if you could contact us via phone or email to discuss this further. Thank you. Valerie A.

We had made a reservation for a round trip to Madrid with flexible booking on Iberia through Booking.com, with the Booking Reference number METDM. Upon realizing that Booking.com used an intermediary called GOTOGATE only after the 24-hour cancellation window had passed and receiving the flight confirmation, we were disappointed. We tried to contact Booking.com without success, as we were consistently redirected to GOTOGATE. GOTOGATE informed us that we would need to pay a $[redacted] cancellation fee and cover all non-refundable fees and taxes to Iberia, without specifying the exact amount. Feeling unsettled by this lack of transparency, we decided to rebook the same flights with Iberia through British Airways. We are concerned about facing additional non-refundable fees and taxes, especially since we canceled just within the penalty-free window. As we will now be flying with British Airways, it seems unreasonable to be subjected to Iberia's cancellation fees. Our experience with GOTOGATE and Booking.com has left us feeling deceived and distressed. We hope for a response in English via email.

Subject: Urgent Refund Request for Booking Codes M0F275 and M45C2 Dear Sir/Madam, I am writing to express my disappointment with the handling of my booking codes, M0F275 and M45C2. The first booking was canceled, and I am entitled to a full refund of $[redacted].80. The second booking, which is also refundable, amounts to $[redacted].24. Despite numerous attempts to reach out for assistance, both through the Miami call center and in Spain, I have not received the necessary support to process my refund. This is concerning as my flights are scheduled for December, yet I am already facing cancellations without resolution. I am a frequent flyer with your airline and have always appreciated the service provided onboard. However, the lack of customer support in this situation is disheartening. I urge you to escalate this matter to the appropriate department or CEO promptly, as the option of receiving only a voucher is unacceptable to me. As a vaccinated traveler eagerly looking forward to my visit to Spain, I trust that you will address this issue promptly and provide the refund to my credit card as per the terms of my fully refundable tickets. Your swift response is highly appreciated. Sincerely, L.H.

Dear Sir/Madam, I had booked a one-way flight with your airline on March 4, [redacted], flight number IB3698 from Madrid to Nantes. My booking code is OUTKJE/MZ3SL. This flight was canceled by your airline due to Covid. You notified me of the flight cancellation on July 21, [redacted]. You offered me a voucher which I have not used to book a new flight. In accordance with Article 8 of European Regulation No. [redacted]/[redacted] of February 11, [redacted], and the European Commission recommendation of May 13, [redacted], regarding travel, I kindly request a full refund of the payments made for the canceled booking, which amounts to [redacted].04 euros. Thank you in advance. Yours sincerely, Sébastien MINS

Hello, I am writing to report an issue with my baggage after a recent flight from Florence, Italy to Miami on August 25th with Iberia via Madrid. Unfortunately, my luggage did not arrive at the Miami airport. Although an agent acknowledged the situation and took my details, promising to contact me once the bags arrived in Miami, I have not received any updates so far. I was not provided with a claim number. I have reached out to Iberia and the airport, but they are both deflecting responsibility. I have my luggage receipt tags with the following numbers: IB387754, IB387949, IB387980. I am frustrated by the lack of assistance and clarity regarding the whereabouts of my bags. Any help would be greatly appreciated. Thank you, F. Pinet

I traveled from Italy to Miami on August 25th with a short layover in Madrid. Unfortunately, out of the 3 pieces of luggage for myself and two others, only one has arrived by August 30th. Dealing with Iberia's customer service in the USA has been frustrating as they directed me to a number in Spain, which seems unnecessary. When calling Spain, I often have to redial as the line disconnects while on hold. Even when I do manage to speak to someone, they cannot provide details on my missing bags. It's perplexing how a modern airline cannot track tagged luggage efficiently. The lack of information is alarming, and I am very concerned about the situation.

I have a travel itinerary with Iberia for Oct 11-20 from Los Angeles LAX to Barcelona. Iberia changed my outbound flight two months ago to a later one, causing me to miss my connection in London's Heathrow Airport. Despite numerous attempts over the past two months, I have been unable to reach Iberia as their phone line disconnects after a few minutes on hold. I tried to change my connection online, but both Iberia and British Airways' websites are not allowing me to make any changes. British Airways informed me that Iberia must make the changes since the flight was booked through them. As a result, I am facing the possibility of missing my Barcelona flight, incurring additional expenses, and dealing with last-minute hotel bookings. I am in need of assistance to resolve this issue promptly.

Hello, my name is Maria Teresa Failde Garrido. I have been trying to reach you by phone without success. I'm contacting you regarding a voucher I received for a flight canceled due to Covid-19. The flight was from Naples to Santiago de Compostela, scheduled for 23 April [redacted] with a return on 26 April [redacted]. Iberia offered me a voucher (KWJX7T[redacted]FA) worth [redacted].14 euros, valid until 31 March [redacted], as an alternative. However, due to travel restrictions during Christmas, I couldn't use it. I contacted Iberia and they extended the voucher's validity until September [redacted]. Since I haven't used the voucher this summer, I would like to request a refund in accordance with Italian Law no. 77/[redacted], art. 88.bis, which allows for cash refunds under certain conditions. As I fulfill all the required criteria, I kindly ask for a refund of the voucher KWJX7T[redacted]FA amounting to [redacted].14 euros. Looking forward to your response. Best regards, Maria Teresa Failde Garrido.