✅ Verified Review
| London Gatwick to Sao Paulo via Madrid. I take over 100 flights annually, and this was the worst experience for years. When Iberia sold me a flight with a 55 min connection time in Madrid, little did I realise that there was virtually no chance to make this. 2 hours should be the minimum in this nightmarish airport, especially between terminals. Not for the unfit or easily stressed. Normal flight from LGW to MAD, which landed about 8 mins late. I was assured by the flight crew that there should be no problem. Landed at Terminal 4. On disembarking we (family of 5) were directed to bus with a few other connecting passengers. Waited in the bus for 15 mins for no apparent reason. I didn't panic because we were in Iberia's hands and I felt sure the onward flight was held for us and the others. The bus journey took another 15 mins to get to T4S, which is very far away from T4. Barajas in massive and a terrible place to connect, especially if you have to connect. Instead of the bus taking us to the next gate, we were dropped at the entrance to T4S. We all ran like crazy the very long distance to Gate 37, through a vast and empty terminal, up and down badly signed stairs and escalators. We saw the gate in the distance and felt reassured. Plane was there, and ground crew were at the gate. We were denied boarding on the grounds that they shut the doors 15 mins before scheduled departure no matter what. We begged and argued for nearly 30 mins to open the gate no avail, during which time the plane stayed attached to the jetty. Staff were extremely rude, unsympathetic and unhelpful. We were sent to a hotel and put on a flight at midday the following day, making me miss a whole day of meetings, which had a knock-on effect on my Lat Am trip. No compensation offered. Flight to GRU characterised by cramped conditions, food extremely low in quality and quantity and surly service. Was shouted at for asking for a glass of water from a flight attendant. Never again will I use Iberia long-haul or connect in Madrid.