✅ Trip Verified
London to Lima in December 2017, with a stopover in Madrid. As soon as I arrived in Lima, I was told that my baggage was delayed. They issued me a ticket, saying the baggage would arrive the day after and that I should pick it up from the airport. That would be fine - but the day after would be the only opportunity for me to pick it up in Lima, as I would travel to other places in Peru after that, for 15 days. The day after - I arrived at the airport to find the desk closed, and the Info help desk tried in vain to help us call the number stated in the directory. No answer. For the next 15 days, I would be making daily phone calls to their helpline. By the way, they only allow you to call the "call centre" but the people here cannot really help you - they don't know what's happening on the ground, neither can they make any decisions regarding your request. I asked them to send my baggage to Cusco where I was - call centre people said "yes, we will leave a message for the airline to do so". But every day i called up the luggage would still be in Lima and the call centre people kept saying "yes we will leave the message". This went on until my final day when i was in Lima to fly out of Peru and there, i picked up the luggage myself (after a very convoluted process at the airport in itself). Needless to say, I made a claim to Iberia for delayed baggage compensation. They issued only half the amount of what their policy says I should be entitled to, and despite my question as to why, they informed me that the case was closed without giving any reasons. In order to make a claim through my travel insurer for the additional expenses I incurred, I need a letter from Iberia stating the date they returned the luggage to me and the final amount they compensated me. But despite me sending several emails to the helpline email address requesting this, they refuse to give me that letter. This effectively prevents me from making a claim to my insurer to cover the costs incurred by me.