Iberia

✅ Trip Verified | Iberia lost my luggage. To date, I have not received compensation for the essential items I bought in June/July 2023, nor have I received any communication regarding the matter. When I call, they first say that I need to provide documentation. I then inform them that I have already provided everything they have asked for. Then they say that an "agent" will resolve my case. It is now three months later and I have received nothing. What is most disturbing is that you can't actually talk to anyone about it. The call center says that all I can do is wait for the "agent" to contact me. They also say that it will be done via email or message and that there is no number I can call to talk to someone to give me more information. The least they can do is have a number one can call and an actual person who is assigned the case.

✅ Trip Verified | San Sebastián to Madrid. I have been notified due to the full flight I have complementary check in bags for free. But night prior to this flight I already paid for 1 check in bag as I am aware of bag policy. I was told that I can have only hand carry and roll away bag. But the Iberia representative repeatedly point to our bag and held us up. I told her that we paid for one checked in bag. She said I check. Yes, check because I got the receipt. I don’t know how you trained people but berating me before looking for my paid bag is one reason I would not fly out on a small airport where personnel does not understand that your customer deserves respect.

✅ Trip Verified | I don’t understand how Iberia stays in business! We paid for a business class ticket and was told by the agent that we didn’t have business class. She was very rude. We then showed her the receipt. She sent us over to customer service who pointed us out in line and said, ”Economy is over there. This is for business class.” We told her that we are aware that this was business class. Once we got up to the front of the line, she told us that business class was full and she could not refund us. This was unbelievable. They gave us economy seats! We are still trying to get our money back. I cannot believe this!

✅ Trip Verified | I received the worst possible treatment from a flight attendant. On that flight I paid additionally for seats near my husband and son. When boarding the plane I found my seat occupied by a person. The flight attendant gave it to him and he didn't want to change it. She told me to sit somewhere else and I explained that I had paid for them and that it was important to be close to my children for personal reasons. Still, she insisted that the man was taking my place to be close to some teenagers (note that there was a space available between the teens and in the middle section Right next to it, so I don't understand the need to take my place when there are more spaces available and appropriate for the care of people in their late teens). I did not accept giving up my place and the flight attendant cursed me saying that I am inflexible and that life was going to give it back to me and that she hoped everyone is inflexible with me (in front of all the passengers) which was insuring and made my daughter cry and made us have a very difficult, awkward and unpleasant trip. I filed a complaint of which there was only an acknowledgment of receipt by the airline and they never communicated anything to me again, closing the file without any notification or report. The plane has very small spaces, it is uncomfortable and the dining table cannot be extended or placed. It was very Unfortunate what happened. Why is the point of this airline selling seats when their flight attendants take them away and curse and insult the client in front of the rest of passengers when the experience they supposedly sell is nice? Why charge extra money?

✅ Trip Verified | I booked an economy ticket LAX-Madrid and paid for exit row seats on both flights. At the airport, I was informed that my paid seats were taken, even though I had a confirmed seats email from Iberia. On the outbound flight, they put us on the plane's last row (from my booked and paid row 23). After we sat, other passengers came claiming the same seats and we had to be separated and moved to middle seats. On the returning flight, I confirmed the seats over the phone the day before the flight and still, they separated us and assigned us in middle seats. During check-in, the agent lied saying that they had changed the aircraft (not true) and that I had allocated seats but not confirmed seats - when I showed her the email from Iberia showing confirmed seats, she became hostile. During the 12 hours flight, the entertainment service and Wi-Fi crashed. I applied for a refund for the almost $400 I paid for the exit row seats and Iberia refused to refund me. The whole situation is so absurd that it is almost unbelievable that an airline can be this callous. Customer service was unhelpful and condescending. From customer service (or complete lack of) check-in and onboard crew - everything is just terrible and extremely unprofessional on Iberia. If you have plans to travel on this airline, for the sake of your vacation, find another airline and you can thank me later.

Not Verified | My wife and I flew with Iberia to Barcelona with our 2 toddlers and a high end sturdy 3-parts stroller (Uppababy) which have flown 50+ times with us (we fly a lot, with the kids). Our Stroller was not broken once in any of these flights. We have delivered the 3 pieces of the stroller to the Iberia team, each well-folded as we always do. We received a unusable broken stroller, broken in 5 separate locations over each of the 3 pieces. We complained and after having our time wasted in the airport, without any alternative solution offered (it’s not their problem our week long trip to Barcelona is ruined, where we have 2 toddlers and no stroller), were asked to also file a complain digitally. That led to an endless game where Iberia refused to pay for the damage. They made up a “broken beyond repair” certificate which “every store has” and “if only we got it we will be paid back”. We have gone to several stores, both dedicated kids/stroller stores and large chains who sell strollers like Walmart and Target. No one has heard of that certificate. When explained to Iberia they insisted it exists and will only pay if we get it. When we asked for “just one example of one store that has these certificate in Texas” they refused to provide one example, and repeated the mantra. This is beyond poor customer services.

✅ Trip Verified | The de boarding experience for this flight was unforgivable. Everything leading to that point was as expected: nether good or bad, just the usual international flight and average entertainment. However, the flight was on time, even a little early and I was convinced that I’ll catch my next flight which was scheduled for 2 hours later. The ground crew could not attach the gate to the door and it kept passengers on the plane for over an hour, enough to cause many passengers, including me to miss their next flights. The stunning part was the passive attitude of the flight crew which did nothing to communicate the situation, and when they finally did it was only in Spanish. No offer for support whatsoever, and a wait and see attitude. The usual follow up after the flight with an email to request feedback also missing. An incredible demonstration of incompetence from the flight and ground crews, which could not de board passengers for over an hour.

✅ Trip Verified | In three days they lost three bags and wasted days of our trip. They lost my wife’s bag on the way to San Sebastián and both her and my bag on the way to Rome. The staff could not care less and in Rome the queue for missing bags was about 70m long. All correspondence was in Spanish which I don’t know and my names suggest that! Onboard rubbish service. The crew rush you to buy expensive food and drinks before rushing to the back of the place to enjoy 3 course meals themselves. This airline is seriously mucked up. Crew first, passengers perhaps later. My advice, take the bus. Truly awful. Never, ever again. And as I write my bags are missing and I’ve had to buy clothes and toiletries. Iberia you are special...I add a photo of the queue for lost baggage in the early stages. A great way to enjoy a trip. Never again.

✅ Trip Verified | We booked a flight from Madrid to Los Angeles with American Airlines, from MAD to London Heathrow with IB, and from there a flight to LAX with AA. We only had 90 minutes to catch the connecting flight, so when our IB flight was delayed for over 2 hours, we knew that we weren't going to make our connecting flight. I spoke with an IB employee while we were still in Madrid, and asked them if we should still fly to LHR since we're missing the connecting flight (or at the very least, start making accommodations for an alternate connecting flight). The IB employee said that there's nothing they can do at MAD, so we should take the flight to LHR and that they would figure it out once we arrive to London. We arrive at London 3 hours late (2 hrs from the delay at MAD, and another hour at the gate at LHR because the door was jammed and they couldn't get it open). Once we finally got out, there were no IB employees at LHR (they leave at 8pm), so we went to AA's customer service. Well, AA can't help us because it's IB who was delayed. Only problem is that all IB employees are gone for the night (they won't return until 6am), and their 24-hour customer service is trash. The IB customer service reps that I spoke with said that since I bought the tickets from AA, that it's AA and not IB who have to book me a new flight home. After 4 different phone calls totalling 90+ minutes on the phone, IB was able to book us a flight to Paris, and from Paris take a 13-hour flight to LAX. Also, not once did they mention that we can get a hotel for the night and that they would have to reimburse us. However, we know our rights as airline passengers, and when I mentioned this, the IB reps were vague as to how I can get reimbursed, or what my allowance was.

✅ Trip Verified | Flight was on time, the service was OK, not the best. Food was below average. Checking in online was frustrating. My return flight was operated by level, but it was not very clear. We had food available on our flight to Madrid. However, on the way back on Level, we had no meal and only water, no other drinks. There was food and drink, available for purchase, but expensive. The the check in process at the airport for Level was terrible. I was upset that the return leg was on this budget airline.