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Iberia

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 472 reviews
6/10
3 star Skytrax Rating
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1/10

"not in any way a "premium" experience"

(Germany)

Verified Review | Iberia Business Class: really an awful experience. We flew on a connecting business class flight from Madrid to Lisbon. Overall we were surprised to find that the aircraft was quite old - there was no entertainment system or wifi and seat space was minimal. The experience on the aircraft had nothing that would distinguish it from an economy flight as they received apparently the same food too. It really leaves some room for improvement there as the flight experience was not in any way a "premium" experience. The real bummer came upon arrival: our luggage apparently had been left behind in Madrid and the Iberia service staff were really terrible at speaking English so we ended up waiting at the airport without any information for 2 hours in the middle of the night. We were then promised delivery in the morning, but the luggage did not arrive until 16 hours later. That is without any apology or reimbursement. And don't even get me started on their online helpdesk - it is pretty much a waste of effort to write to them and good luck getting a straight answer out of these people. At that point I was really asking myself, why I had even bothered flying business class on Iberia, neither the inflight experience nor the following service experience are up to speed with any other airline I have recently flown on. Definently not a returning customer for Iberia.
Type Of TravellerCouple Leisure
Cabin FlownBusiness Class
RouteMAD to LIS
Date FlownJuly 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
4/10

"seat spacing is too tight"

(Spain)

Verified Review | I was on the air shuttle (Puente Aéreo) service between Madrid and Barcelona, a service directed at business travelers who need full flexibility flights between the biggest two spanish cities. The service promises open ticket access to a constant stream of flights so you just hop on the next plane (and if that's full just wait for the next soon after). For this flexibility you pay a fairly hefty 373€ return (or 271€ one-way), quite a substantial premium over the high speed rail service on this short 500km hop. However if you need to fly in August little is left of this promise - in line with classic Madrid vacation season customs, Iberia slashes their schedule down to as little as 6 flights in a day, some with more than 5 hours between them. No online check-in is possible and self-check-in on regular machines at the airport is also refused. You need to just know that only the machines at the Air Shuttle area will accept your reservation identifier as that isn't explained anywhere. This is quite annoying as it rules out the possibility of locking down your seat while you're on the way to the airport. When I arrived, all (roughly a dozen) check-in machines were down showing a maintenance screen and the grumpy lady at the counter begrudgingly looked up my reservation. On board the elevated pricing only yields a comfort level one would expect from a low cost carrier. Seat spacing is too tight for passengers taller than 180cm, using skinny plastic-backed seat with no seat pocket. There are neither Wifi nor any in flight entertainment. Sandwiches and drink are only available for purchase, not even water is complimentary. Cleanliness on the plane left to be desired, with potato crisps and fresh chewing gum on the floor and an undefined sticky residue all over my tray table. Cabin crew also did not bother to come through collecting rubbish since they didn't manage to sell any sandwiches in my section. Overall I would only recommend this if you're in a serious hurry and your destination is quick to reach from the airport. Otherwise the train service will be just as fast and offer better service and value.
AircraftA320
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteMAD to BCN
Date FlownAugust 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"fast, impersonal, no smile"

(United Kingdom)

Verified Review | Frankfurt - Madrid. First flight out of FRA for Iberia. Check-in was slow and full loaded. Even if you’re doing online check-in you need to queue. There is no certain baggage drop-off counter. Boarding also was very chaotic. We had to change our pre chosen seats twice for no obvious reason. The comfort inside of the Airbus was standard. Seats were good for the 2 hours hop. Service wasn’t included. The flight however was safe and disregarding the fact, that no one of the flight crews speaks understandable English, we arrived into Madrid on-time. Madrid - Lima flight was done by A340-600. The transit in MAD is smart. We arrived with no rush at the gate. Boarding this time was quick. First impression of the cabin was good with acceptable seats in 2-4-2 configuration. Apparently Iberia improved their long-haul product a lot. Personal TV was available and the selection was absolutely sufficient. Again English announcements were very hard to understand. The Captain did not even do an announcement in English. This might be an issue in the case of an emergency. Service was Iberia still. Fast, impersonal, no smile and as a passenger you get the feeling to have to excuse for any request. The flight was smooth and we arrived safely in LIM ontime. Lima - Madrid - this flight was a nightmare. Same issues as on the way to LIM. Additional we had an 4,5 hour delay due to late arrival. No one of Iberia apologized for the delay. Departure in LIM finally at 1am. Vouchers or any sign of customer focus? Not with Iberia. Finally airborne the crew was good-humored among themselves. Towards the passengers in consideration of the heavy delay it was just beyond words. Never undergo such an ignorant and arrogant crew. In MAD we expected to receive our new ticket for the late flight to FRA as we missed the actually booked connection to FRA. And again Iberia surprises you. “Tomorrow 8am”. That’s all what the ground staff has to tell you. Furthermore you receive Spanish documents only and need to translate them with google translator. Finally we had received a hotel voucher as they were not able to arrange a connection flight the same day. Iberia in short words – rude, unreckonable and nerve-racking.
AircraftA320, A340-600, A320
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteFRA to LIM via MAD
Date FlownFebruary 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
7/10

"good and punctual experience"

(Switzerland)

Verified Review | Zurich to Madrid. A good and overall punctual experience. Friendly attention from the crew, Even I offered them to change my meal in order to please another customer, they didn't want to do so. That's one thing I found very special since other Iberia crews did more appreciate my humble way.
AircraftA319
Type Of TravellerFamily Leisure
Cabin FlownBusiness Class
RouteZRH to MAD
Date FlownAugust 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"very friendly attention"

(Switzerland)

Verified Review | A very good experience - excellent service and very friendly attention! However, it has to be said that there were only 1 1/2 half rows of Business class to be served and there was no problem among the customers for the Business Class meal choice.
AircraftA320
Type Of TravellerFamily Leisure
Cabin FlownBusiness Class
RouteMAD to ZRH
Date FlownAugust 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"good attendance to all customers"

(Switzerland)

Verified Review | A very good experience flying Iberia from Madrid to Zurich - the crew even remembered the Swiss National Holiday and they made sure to lower the cabin lights in order to enjoy the fireworks over Switzerland. Good attendance to all customers. The only point to mention is the delay, especially where Iberia claims to be the most punctual airline in Europe.
AircraftA319
Type Of TravellerBusiness
Cabin FlownBusiness Class
RouteMAD to ZRH
Date FlownAugust 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
7/10

"good quality of service and meals"

(Switzerland)

Verified Review | Good experience overall flying Iberia from Zurich to Madrid. Good quality of service and meals. However, departure was delayed and baggage delivery in Madrid took a long time. The aircraft had been in service since 1999 and some bits had been fixed only by tapes.
AircraftA319
Type Of TravellerBusiness
Cabin FlownBusiness Class
RouteZRH to MAD
Date FlownJuly 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"never to fly with Iberia again"

(France)

Verified Review | We flew with Iberia Business Class from Panama to Biarritz France, via Madrid on the 25th July. Only one of our suitcases arrived at the airport at our final destination. We submitted a claim for the lost bag and today, 5 days later we still do not have our suitcase. Iberia call centre has been unrelentingly unhelpful and unapologetic, I have called every day several times, each time they tell me different information. I have been told the bag is in Madrid, Toulouse and even several times the operator insisted that the bag had been delivered to our address by courier ! I can not believe anything this airline tells me. I am very upset that we do not have our bag with all our personal things. I can't believe how Iberia don't care, their operators are blasé and most importantly do nothing to find my bag. Iberia Business class is old, old seats, worn, old TV monitors, choice of perhaps 6 films on the flight, food is average. The hostess seemed quite put out when we made a request to them, doesn't seem to be in the company manifesto to care for their customers on any level. I will do everything I can never to fly with Iberia again.
Type Of TravellerBusiness
Cabin FlownBusiness Class
RoutePTY to BIQ via MAD
Date FlownJuly 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"lack of sufficient Iberia personnel"

(Turkey)

Verified Review | We arrived at the Iberia Check-In line at 06.50 on July 7 for an 08.45 domestic flight. Two adult passengers + 2 pet-in-cabin. There were about 200 people in line waiting to check in, but only 4 Iberia employees working at the check-in counter. After 80 minutes (1 hour and 20 minutes) we arrived at the counter (08.10) and were told that check-in was closed. We were denied boarding. We were told we could be put on a wait list for the 17.55 pm flight but with no guarantee to get on the flight. This problem was caused by an insufficient number of Iberia personnel checking people in. Also, at 08.00, three Iberia employees left their stations and were not replaced until 08.10. We were traveling with an elderly passenger who was not feeling well. We could not wait all day and take the chance of again being denied boarding on the 17.55 flight. We rented a car and departed immediately for Malaga. We arrived by car at 15.20. We missed our flight due to the lack of sufficient Iberia personnel to check-in everyone in the line.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteMAD to AGP
Date FlownJuly 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
8/10

"process was fast and efficient"

(France)

Verified Review | Flew from Madrid to Dusseldorf. I have to say that I am impressed with Iberia. They have improved a lot. I was surprised how the crew handled boarding being pro active helping people stowing their bags in the overhead racks. Something not common in Europe. The boarding process was fast and efficient. The cabin crew were smiling during all the flight. I am really impressed by Iberia improvement. The only bad point is the seat pitch.
AircraftA320
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteMAD to DUS
Date FlownJune 2016
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes