Iberia Airlines Customer Service Issues

On May 25, [redacted], I flew with your airline to Madrid and had a connecting flight to Barcelona to collect my luggage. Unfortunately, upon arrival in Barcelona and waiting 2 hours, my luggage was missing. Despite traveling with family and friends who received their luggage, mine was nowhere to be seen. I followed procedures, filed a lost luggage complaint with the Iberia service desk, and was told it was in Madrid and would be sent to Barcelona. However, my luggage never reached me. I had to spend $[redacted] on clothes and a new suitcase for a 7-day cruise. Upon returning home to JFK on June 4th, [redacted], I was informed they didn't have my luggage. Surprisingly, my luggage was delivered the next day, June 5, [redacted], revealing it never left JFK airport. This experience caused a lot of stress and disappointment, as my vacation was meant to be joyful. While I understand the challenges airline employees face, the mishandling of luggage impacted my trip negatively. Considering the situation, I am uncertain whether I would recommend your airline to my family and friends.

Hello, I have been attempting to add baggage to my upcoming flight on June 21st, but have encountered various issues throughout the day. Despite my efforts to call and resolve it, I was unable to get through due to busy phone lines. While I eventually found a method to add the baggage, I faced payment rejections using two valid Visa cards. Each attempt resulted in an error message claiming my session had expired, even though this was not the case. I physically went to the Lisbon airport following information on the website about an office, but found none. Despite trying to reach out through chat and other means, I have not received satisfactory assistance. This ordeal has been quite frustrating, and it has tainted my impression of the company. I have provided my flight details below and sincerely hope for a quick resolution to this concerning matter, as I aim to avoid expensive fees at the airport due to the online inconveniences. Thank you for your prompt attention. Best regards, Nataša Vidak Lisbon to Madrid – IB [redacted] Jun 21, 6:35 AM–9:00 AM Madrid to Vienna – IB [redacted] Jun 21, 7:55 PM–10:55 PM

I am contacting regarding claim VCEIB10560 for 2 passengers, Sophie Gurfinkel and Halle Matz-Squires. They arrived in Venice on July 4th without their luggage and are currently in Florence still without their bags, which were mistakenly sent to San Francisco. I kindly request that their two pieces of luggage be put on the next available flight. I can be reached at [redacted] or [redacted] Thank you. - Janice Matz

On June 18, [redacted], I was traveling from Casablanca to Madrid on flight number [redacted] with ticket number 92lA63. Upon boarding, a flight attendant insisted that I hand over my small handbag containing my passport, money, blood pressure, and heart medication. Despite explaining the importance of my essentials, they forcibly took my bag causing distress. Throughout the flight, I was treated poorly by the attendant and even faced threats. Upon arrival in Madrid, I lodged a complaint at the airport and online. The airport complaint was filed with number 2[redacted]9 and the online one with AA-23shams-G79U22-pO3T. The disrespectful and discriminatory behavior of the attendant continues to trouble me, and I hope that my complaint will be addressed promptly. Thank you for your attention to this matter.

Hello, I am reaching out regarding my lost baggage that did not arrive on my connecting flight from Belgrade to Dubrovnik. I submitted a property irregularity report four days ago, but unfortunately, no progress has been made. According to my AirTags, my luggage is still located at terminal 1 in Belgrade. I am Jessica Kariofilis, and my PIR number is BCNJU10869. The missing luggage is a dark silver hard-cover suitcase with a green and white ribbon attached. I have included photos for reference. Of utmost importance, my medication is inside the luggage, and I urgently need it. Please assist me in locating and sending my luggage to Mykonos at the following address: Argyraina, Mýkonos City, [redacted], Greece. Thank you for your prompt attention to this matter. Jess

Hello, I have a return flight booked departing tonight at 18:40, returning on 29 July with Iberia operated by British Airways to Barcelona (booking reference P05VB). Unfortunately, I realized this morning that I don't have a British transit visa, only a Schengen visa. After contacting Air Iberia and being told their system is down, I managed to have my ticket protected by London BA to give me time to sort the visa issue. Despite Air Iberia's system still being down, I spoke with Bellen. However, I'm unsure about the status of my ticket and what steps to take next. I urgently need help to understand the situation and decide the best course of action. I've been attempting to change my booking since 11 am without success. Please advise me on changing both flights to a later time and different destination. I am overseas and unreachable by phone, so kindly communicate via email. Thank you for your help, Annali V.

I, Maria Luiza FS G., made a reservation for me and my husband, Antonio G. P., for a round trip flight from Washington, DC to Madrid departing on September 4th and returning on October 2nd. The confirmation code is HHW32. Due to my son's sudden surgery in early September, I need to reschedule our trip to the beginning of October with a return at the end of the month. I kindly request guidance on how to adjust our travel dates. Thank you!

I had a terrible experience with Iberia regarding my damaged bags. The Iberia representative at the baggage area was unhelpful and only provided a missing baggage form to fill out. When I contacted Iberia at the airport, I was advised by Cristina to fill out an online form under ticket problems, which she would later adjust to a baggage problem. I even submitted a picture of the damage. Despite this, after 20 days, I received an email from Iberia stating they could not assist because I reportedly did not inform anyone at the airport and failed to file a claim within 7 days. These claims are inaccurate as I filed the claim the following day, and I have email proof from Iberia to support my case.

To Whom It May Concern, I am writing to inform you that I, Maria Lydia Vorvila, booked flight tickets on Saturday, May 8, [redacted], for a total price of [redacted].21 euros. After checking my bank account, I noticed the money was put on hold, and I received two emails from Iberia regarding the booking. Unfortunately, I was later informed by my bank that the purchase was canceled without a clear reason, even though the money was still on hold. The tickets I intended to buy cost over [redacted] euros. I was not notified of the cancellation at any point during the process. I would appreciate any advice on how I can proceed since I still wish to book the same tickets. Thank you for your time and consideration. Kind regards, Maria Lydia Vorvila.

Hello, I am Olivier Winkler. I recently cancelled my Ibiza to Menorca and Menorca to Ibiza flights on August 31st. I requested an email confirmation from Iberia but was informed they do not send cancellation emails. Instead, I was given a case number: [redacted]1 / [redacted] [redacted] 22, and told that I would receive a refund within 10 days. When I called on September 19th to inquire about my refund, I was informed that there is a €25 refund fee that I need to pay to receive the refund. I was assured that I would receive an email confirmation within 72 hours and provided a new case number: 20 23 09 19 / 41 10 53 40. I am seeking answers to some questions: a) Why am I required to pay a cancellation fee? b) Will I receive a refund of €[redacted] after deducting the €25 fee? c) Why can't an email confirmation be sent after the call? d) Why is it necessary to request a case number? e) Is this a deliberate strategy by Iberia to delay refunds? f) I have already spent 3 hours trying to resolve this issue. Is this acceptable? I would appreciate a clear response from the company. Thank you. Best regards, Olivier Winkler

Subject: Lost Stroller on Flight IB3341 on 29/08 (Booking Code JMT8E) Dear Sir or Madam, I hope this message finds you well. On August 29, [redacted], we had a flight from Marrakech to Düsseldorf International with a layover in Madrid. Our flight details are as follows: - Flight number: IB3341 - Booking code: JMT8E Upon our arrival in Düsseldorf, we discovered that our stroller did not make it to the airport. We waited at the airport for over four hours hoping that the stroller would show up. Since it did not and no one at the airport could provide us with information, we approached the Global counter and filled out a corresponding form. Unfortunately, we have not received any feedback or information regarding the whereabouts of our stroller up to this point. The lost stroller consists of two parts and is black. The stroller brand is "Kinderkraft." This stroller holds not only material value for us but is also indispensable for our child's mobility. We are deeply concerned about the loss of our stroller and urgently need a resolution. We would like to inquire if the stroller has been located and, if so, how it can be returned. Alternatively, we are willing to accept a refund for the lost stroller. We kindly request your assistance and prompt response to this matter as the loss of our stroller has caused us significant inconvenience. Please contact us at [redacted][redacted] or email '[redacted]' to address further details and find a solution. We thank you in advance for your assistance and hope for a swift resolution to this issue. Sincerely, Houssam