✅ Trip Verified
| On 14 May 2018, my wife and I were booked on Iberia Express flight No 12 3877 from Santiago de Compostela to Madrid. The flight was scheduled to leave Santiago de Compostela at 9.15 am but due to a fault with the de-icing mechanism on the port engine of the aircraft, the flight was delayed and eventually took off from Santiago at 11.26 am, landing at Madrid at 12.20 pm. As a result of the delayed flight, we missed our connecting flight, from Madrid to Bucharest which departed at 12.15 pm. The Iberia staff at Madrid airport were most unhelpful in solving our problem and were rude and dismissive. A large number of passengers on the flight lost connections. The attitude and service was appalling. To add insult to injury, our baggage and 21 other passengers’ baggage did not arrive in Madrid with our flight. We put in a baggage claim and our two bags eventually arrived late afternoon at Terminal 4 which I had to go searching for and which I found going around and around on a carousel all on their own and which could have been taken by any other passenger. The Iberia baggage claim staff had promised that they would keep the bags for us in their office once they arrived from Santiago, but this was not done. This is shocking service. In the meantime, we had to travel back and forth from Terminal 4 to Terminal 1 on two occasions in search of our baggage. As a result of the delayed Santiago - Madrid flight, we had to purchase two new airline tickets with another airline because we were a “no show” for the Tarom flight to Bucharest. I phoned Iberia Express in Madrid from Romania on many occasions and at great expense in order to investigate lodging a claim for compensation under the EU Regulations. I was told to lodge a claim online which I tried on numerous occasions but each time I tried to submit the claim, the message I received we that the Santiago flight number does not correspond to any Iberia or Iberia Express flight number. I phoned Madrid again and one of the customer service people said that she could not understand why the website is rejecting my application because the flight number I put into the system was correct. She then told me to send my claim by email to which I did but received a reply that the email address is for “internal use only”. I once again phoned Iberia in Madrid and the customer service person promised to investigate the problem and get back to me but I have never received a call back from her or anyone else. I have tried on 23 occasions to submit my claim online with the same result, the online system keeps telling me that the flight number does not correspond to and Iberia or Iberia Express flight number. In desperation, I wrote a letter to the CEO of Iberia and sent the letter by email and mailed it to him on 28 June 2018. I have not had the courtesy of a response from him our his staff.