✅ Trip Verified
| Hamburg to Sevilla via Madrid. I thought that Iberia stood for quality, but I experienced no customer-oriented behaviour on so many levels today. Boarding was completed and we were already running late - cabin crew told us that there was a problem with the luggage - we stood there for one hour in a boarded aircraft, summer heat of 36 degrees outside, cabin crew denied opening the doors to let air in. We were not allowed to take the hand luggage with us (standard procedure, I know), but some had connecting flights and were told that the time would be sufficient (we had that delay of one hour then, had 40 minutes time to change planes...impossible I guess unless that other plane waited. After landing we were told that connecting flights were rescheduled to the regional airline Air Nostrum, but we did not have our luggage, so I had to get my luggage, leave the airport and enter again, go through airport security. Unfortunately, Iberia could not tell us which gate we should go to and told us we should talk to the customer service to find out more. Well, there was a line of 50-100 passengers and 4 employees. So many of us just waited without being able to talk to customer service for our connecting flight. We were hoping that at some point some information would be released. -During those hours of uncertainty I tried to talk to Iberia personnel and was told that I should wait in line. Iberia personnel would even avoid me, when I talked to them, they were just starting to talk to their colleagues. I would have never expected this experience in my life. Certainly it was the worst travelling day for me. I am feeling angry, helpless and also humiliated. I do not expect to get any refund for this.