✅ Verified Review
| Gatwick to Havana via Madrid. In May I flew to Cuba from London with what was meant to be a short stop in Madrid. On getting to Madrid, the flight to Havana was delayed - these things happen so we weren't panicked. However, the length of the delay kept changing on the board, 1 hour grew to 5, the boarding gate kept changing and so (whilst we stayed in the bar at the airport) every 50 mins or so a plane load of people would cross from one end of the airport to the other. The staff refused to give us any update, just kept saying to check the boards. Our 17.30 flight was finally cancelled due to mechanical faults at 22.30 and we were told that we would have to leave the airport collect our luggage and get on a coach to a hotel for the night. This would be the start of the farce. Our luggage was not available we were told if we waited for it we would miss the bus to the hotel. On going through passport control there was no member of staff to herd us and nobody knew what was happening, on getting to the hotel there was a 2 hour queue to check in. Finally reaching my room at midnight I was exhausted. Again, mechanical faults happen, but it could have been handled so much better. We were collected and driven to the airport the next morning for a 1300 flight, that didnt take off until 1500. This meant we had lost a full day of our holiday. The flight itself was great (there and back) and although the return was delayed too it was only by 45 mins or so. It was when I wrote to Iberia to claim compensation that things got worse. I raised the claim on my return and was told that the issue was an extraordinary circumstance and I was not entitled. This is not true for mechanical faults and I asked Iberia to confirm the issue with the plane. I was ignored for 3 months despite chasing emails. I then asked the Spanish Aviation Authority to look into this and in September I received an email from Iberia admitting fault and offering to pay compensation. That said, no money was forthcoming and a further 4 chasing emails eventually led to an apology a month later saying I would have the money in "a few days". A week later I chased again and this time I asked for the address to send a notice of legal action to. Finally money was paid to me. As far as I'm concerned I will never fly them again, whilst the flights were good and reasonably priced if something goes wrong it is impossible to reach a member of the staff, it is only emails and always an automatic response. In addition they clearly lied to me when claiming extraordinary circumstances at the start. Please do not fly Iberia, they do not deserve your money.