Iberia

I flew recently with Iberia from Brussels to Malaga and back via Madrid. As the international and domestic legs are different products, I report here about the first and fourth segments, both operated with an A320 the middle seats unoccupied in business class. I got a very decent rate for discounted business class and it was a good experience for a European flight. The planes were in good shape internally, and the crews were as should be. BRU-MAD was delayed by 30 minutes because they had to unload the bags of two passengers who missed the flight, whereas MAD-BRU was on time. The delay on the first leg had no impact for me, as my connection in MAD was a very long one. And this connection was a pleasant one in both directions, the Iberia lounge at T4 MAD is equal or better than what can be found in competing hubs. There was ample legroom in the front section of the cabin, and the seats were okay, even if their recline is limited. I can do without IFE as long as there is enough space to work on my computer. Both flights from and to BRU offered the best warm meals I had in the last ten years on a European flight of such duration. A menu card was provided, and the choice was meat or pasta. I had a veal hamburger one way and a steer eye fillet steak the other way, with a quality and a quantity you expect on a long haul flight. They came with a salad, cheese, cake, and there was also a good selection of decent airline wines, followed by coffee and cognac. My suitcase was not on the carousel at my arrival in Malaga because they had left it in Brussels. I reported thus to their missing bags office. I was first told that my suitcase was in Mallaga, and I wasted time queuing before filling a form and getting neither an explanation (except that the bag was still in Brussels), nor any sort of assistance. They promised it would be delivered “manana”, but this translated at the end into a two-day delay. This was under the unpleasant physical pressure of a Guardia Civil member they called because another passenger was complaining loudly for the same reason, and I filled a complain in writing about the event. At the time of writing this back in Belgium (seven days later), I am still waiting to hear from Iberia customer service department about my claim and written request for compensation. On the phone they just told me that they will reimburse my expenses (but did not explain how), and I shall not push the matter further because the amount of what I bought is far below the value of my time to get a problematic refund.

When I reached Bilbao Airport, there is no one queuing for check-in, so I could get my Iberia boarding pass within 1 minute. Passed the security in another 1 minute and took quite a while to find the lounge. The lounge is the only one in Bilbao airport, there was not much people when I arrived at 11am. Food choices are limited but quite a large variety or drinks and alcohol. When it was 40 min before departure, there was a long queue already. I could hardly find a sign showing queue for priority boarding. Eventually the IB staff just started boarding without inviting Business Class and OW Priority Members to get on board first. After airborne, a cold and small wrap was served with drinks. Passengers could enjoy a wide range of drinks including alcohol. Crews were nice and arrived Madrid in an hour. After 1.5 hour in Madrid Airport, I needed to go to the T4S for boarding my flight to London Heathrow. The queue in the immigration was terribly long and I was so rushed that it was only 10 min prior to my boarding. Priority boarding was given this time, and the A340 aircraft was incredible for short haul flight. Very soon after airborne, meals was served with 2 choices (Steak or Pasta). Drinks choices are up to long haul flights standard. They did drink run more than 5 times in this 2.5 hour journey. The seat was very good which could turn to a lie-flat bad. Entertainment is so-so with limited choices of movies. Crew were nice and helpful too.

We quoted for an upgrade to business on our Zurich to Quito trip, highest bid as possible. We did not get the upgrade; a couple flying with us got it and they bid for the same amount. Business class was not full! Web check-in failed. Hotline agents are unfriendly and incompetent and I got cut off twice! Check-in at the airport was a nightmare - it took each couple more than 30 minutes since they messed up our bookings. I still have an e-Mail inquiry pending - handed in 2 months ago - they just don't care. The airplane was old and we did not have a personal entertainment system - the flight was 11 hours, full of screaming kids, food was terrible, service was poor.

The business class seats reclined only as much as Economy. We received a drink and snack, but were given more on request. We had priority boarding and disembarking as well as our bags being tagged as priority. They took a long time to come out but quick Business Class check in. We had only the seat between us empty, not a proper business class seat. The staff weren't so friendly. We got from A to B which was the main thing. Everything was BA at Heathrow, check in, lounge, boarding staff etc.

We booked these Iberia flights through BA and I assumed the same level of service. Staff were rude, safety demonstration was only done in Spanish and food was very expensive and inedible. I didn't see a member of the cabin crew crack a smile once. Only plus, was that on the return flight they had a good system by which you could watch a few select BBC shows through your iPhone.

We are a family of four and booked our summer holiday in August from Munich to Costa Rica back in February. We specifically chose Iberia, because we could get XXL seats for all of us at 260 Euros extra. Since my husband and I are both very tall, we need the extra legroom on the long flight. We got the seats 25 G/H/J/L confirmed for the flight to Costa Rica and the return. Unfortunately we did not get the seats on the first flight and no reason was given. In the plane we found out that only two of the seats would have been XXL seats anyway (25 J/L), because they are at the emergency exit. The seats 25 G/H have exactly the same legroom as every other seat in the plane, but were charged to us as XXL anyway. Once we arrived in Costa Rica I called Iberia and asked if we could at least get the two XXL seats on the flight back. I was told that of course we would definitely get those seats. On the return flight, we did not get the seats however. The answers were always the same: “I don’t know how this happened, but I cannot do anything, it is a different department that is responsible, I can’t do anything about it, but in Madrid you will get your money back.” Anyone who is tall knows that XXL seats are not about getting money back but about having more legroom on a 10-hour flight. On the way back we spend two days in Madrid. When we checked in for the flight back home to Munich, we were at the airport 3 hours before the departure time. Iberia told us that unfortunately that was too late, and only my husband and my daughter could fly, whereas my son and I would have to stay another night in Madrid, because the plane was overbooked. Booking and paying a flight 8 months ahead of time, reserving seats and being at the airport 3 hours before the departure time is obviously not enough to guarantee you any seat at all in an Iberia plane, never mind the one that you booked. I was told that we would have had to do the online check-in 24 hours before the flight, like everyone else. I am usually not online when I am on holidays, so I did not receive the email with the online checkin data. If you are planning to fly Iberia, don’t pay for the XXL seats since you won’t get them anyway and carry your laptop with you so you can check-in online, otherwise you will probably not end up in the plane that you have booked. The service on the plane and the food were good, although two of our four flights were delayed because of technical problems with the aircraft for 60 minutes and 30 minutes respectively. Needless to say that we did not get the money back for the XXL seats that we paid and did not get.

Milan to Lima via Madrid. Haven't flown Iberia for almost three years, this time I chose them for this business trip because of price and convenient schedule. I saw some improvements in their website, cabin crew attitude (not all of the,m but speaking they are nicer than before even though the interactions with the passengers are very basic) and the fact they are buying new planes or retrofitting some of the long-haul ones with personal PTV. I find Madrid a great airport for connecting, one of the best among the main European hubs in my opinion, better than CDG and FRA for layout of the terminals, the cleanliness and the shops. On the downside, some aircraft like the A340-600 I flew with on my return trip from MEX are kind of old, worn out, with no entertainment system and with pretty hard and uncomfortable seats. Food can be okay, like on the way to Lima, or bad like on the way back from MEX - so it looks like it is a matter of luck. I booked another trip with them for my upcoming trip to USA in November as their price was unbeatable (EUR 450 both ways but with one flight operated by AA) so I hope I will be flying on their new A333 for a better experience.

After 6 years of personal boycot of Iberia because of delays and quality, I gave them another chance to fly from Barcelona to Madrid, basically because I had to for a domestic flight in Spain (and in order to avoid Vueling). Online check in was not possible (ticket bought one day before flight and they do not update their systems), by telephone staff who said they could not do it etc. As a BA executive club member I feel that I was treated quite badly, especially because it was a very expensive ticket. Boycot back in effect (I know, they will not notice but it gives some personal pleasure).

After 6 years of personal boycot of Iberia because of delays and quality, I gave them another chance, basically because I had to for a domestic flight in Spain (in order to avoid Vueling). Online check in was not possible (my ticket bought one day before flight and they do not update their systems), by telephone staff said they could not do it etc etc. As a BA executive club member I feel treated quite badly, especially because it was a very expensive ticket.

The plane was new (or recently renovated) with comfortable seats, a new-technology touchscreen for inflight entertainment (very good movies too). Nice food, you can choose between meat or pasta, and friendly staff. I didn't have any problem with my transit at Madrid Barajas (a good airport). I heard that Iberia has changed many things and renovated it's planes. Really good and recommendable!