✅ Trip Verified
| On Thursday, December 27th, my fiancé and I were scheduled to fly New York to Madrid. At 8:30, we all lined up to board and then after standing for 30 minutes with no direction, we were told that the plane had a mechanical issue. For the following three hours, we were given vague and unhelpful updates roughly once an hour. This was stressful since it was getting later and later in the night. Finally, close to 11:30, we were told the flight was cancelled in Spanish. The message was not repeated in English for another three minutes. We then proceeded down to baggage claim and there was no one from Iberia to direct us or tell us what was happening. We waited in complete confusion for close to 30 minutes. Finally, we were let through a door and told to write our name, phone number and email on a white sheet of printer paper and that they would be getting buses to take us to a hotel. Everyone on our flight was very confused why we were being asked to write our information down as we assumed that any airline would already have this information in their system. At this point, we took a cab and returned to our apartment in Brooklyn to attempt to get some sleep. We were told we would get a phone call or text letting us know when the plane was fixed. At 2:53AM, we woke up to the sound of a text saying our itinerary was changed. We were now scheduled to leave on December 28th at 18:59 to London, have a three-hour layover and then take another flight from London to Madrid. I immediately called Iberia and spoke to an incredibly rude customer service rep. She told me that Iberia already changed my ticket for free so any other change would require a fee. I have never heard of a policy like this. I knew there was a 5:00 (17:00) direct flight on Dec 28th and I at the very least I wanted to get on that. After a very frustrating conversation with no apology or resolution, I attempted to get more sleep. At 7:05AM, I got another text saying that our original flight was delayed to 15:30 and to call the airport at 12:30 to check. I immediately called Iberia to ask about that flight status and why our itinerary didn’t show that flight and the customer service representative could not explain this. They said that the 15:30 flight did not exist and/or that we didn’t have tickets on it. At this point, we were confused whether we should go back to JFK with no ticket or go for our new flight with the connection. I finally reached a customer service rep, who told us there was nothing he could do. At that point, I asked to speak to his manager and suddenly he said that he could get us on the 17:00 direct flight. I’m confused why this wasn’t an option from the beginning. When we arrived at the airport and returned to our original gate from the previous night around 3:45PM, we were told that our original flight from Thursday night departed at 3:30 (15:30). I do not understand why we weren’t given the option to be on that flight. The lack of clear communication is unacceptable. I have submitted a formal complaint to Iberia about the situation, asking for reimbursement for the cabs and hotel room we had to pay for, but did not use in Spain, and I was sent a generic apology email saying it was out of their control. I cannot emphasize enough, Iberia has been the most unprofessional airline I have ever experienced and I have flown too many places to count.