✅ Verified Review
| London to Almeria via Madrid. My flights were amended 3 times before my trip. I resorted to changing my return flight from Almeria to Madrid because of the final time change. I also then had to change my ongoing train from the UK airport to home because of the time factor. When I arrived at Heathrow, the BA check-in assistant said there was not enough time between my Heathrow to Madrid and Madrid to Almeria flights for my luggage to be transferred. She said Iberia are always doing this. Her superior told her that the luggage could only be booked to Madrid and that I would have to sort the problem out there. Iberia do not have a desk at Heathrow. The assistant printed out boarding cards for both outgoing flights. I would have to collect my luggage at Madrid and check it in again. At the boarding gate an assistant checked my details and insisted that I’d booked the flights separately. I disagreed. I later checked this online: I had one booking reference; therefore I had not booked them separately. Iberia never acknowledged this. I spoke to a flight attendant on-board. He said this had not happened before. He said that the assistant at check-in should have booked my luggage to go all the way to Almeria. He said ‘BA are always doing this’, contradicting his earlier comment. A Heathrow member of staff said she would make a note of what had happened. On landing at Madrid, I ran to Enquiries to be told to go straight to the gate and make a claim for the luggage at Almeria. No one had told me this previously. I am 61 years old and had to run the length of the airport to board my plane by the skin of my teeth. On arriving at Almeria, I made my claim. Again I was told my luggage should have been booked right through! I eventually got my luggage the next evening. In a reply to my email to Iberia, they asked for various details as if I was making a claim for 'lost' luggage. Iberia also gave me some platitudes regarding airport policies on change of flight times. They had misunderstood some of the main points of my email: to make Iberia aware of the complete shambles of booking my flights, particularly with not enough time allocated between connecting flights and little or no coordination with BA, whom I dealt with during check in at Heathrow. In their last email to me, Iberia said 'As long as you have confirmed connecting tickets which comply with the minimum times we can usually offer you the possibility of getting your boarding cards and checking in your luggage through to the final destination'. When I booked the tickets for my flight, I expected Iberia to confirm 'connecting tickets which comply with the minimum times'. They indicated that the onus was on me. I strongly disagree. In fact, I spoke at length with BA Customer Services who said that if I tried to book a flight online with them, their website would not permit such a booking with such a short connecting time between flights! I feel that they tried to fob me off by deflecting my criticisms and complaints. I do not intend to fly with this company again.