Iberia

Not Verified | Iberia downgraded from business class ticket to economy for entire flight without notification. They also changed my dates and eliminated stopover in Madrid / Hola Madrid! for 2 days. Multiple attempts with "customer service" did not fix the issue caused by Iberia. Tremendous time waste. Incompetent "customer service" and ancient software booking system. Poor management.

✅ Trip Verified | My luggage didn't make it to my connecting flight in Madrid. The meals were supremely mediocre (2 of them were literally a small sandwich), and the cabin crew was visibly annoyed when I returned the cheese & ham sandwich she placed on my table, despite having requested a vegetarian meal, and asked whether they had a vegetarian alternative. She did come around a few minutes later with a different sandwich at my table while saying "vegan" and walking away.

✅ Trip Verified | Flight was good and bad. The plane was dirty and our seat trays didn’t work. Seats were old not enough cushion on them. The flight attendants were nice and very attentive. The food were good as well. They made me wait all that time waiting for my bag when they knew it was still in Madrid. They told me it was going to arrive the next day and will be delivered same day. It didn’t arrive till the second day. My new luggage came back with two missing wheels and beat up. I can’t seem to file a claim online it kept giving me errors and took forever to speak to someone on customer service line. When we finally got someone they barely spoke English and after all that explaining the call drops. By the way when they called for us to get my bag we had to go to the car and we had to ask the man to open the trunk for us. He didn’t even get out of the vehicle.

✅ Trip Verified | My husband and I did an upgrade to business class, but according to check in assistant we did not have the same luggage allowance as if I had bought a business class ticket. We also did not have lounge access. What is the point of doing upgrades if we do not have the same amenities as if we had bought a Business Ticket? My husband had to pay an additional luggage after spending an hour at check in. Very disappointing, false propaganda from Iberia to do upgrades. Very bad ground service at Austrian Airport also.

✅ Trip Verified | Madrid-Rome return over the weekend. Both flights departed and arrived on time. Boarding priority worked well, seat comfort ok, but nothing special, just middle seat empty, and a bit more legroom than economy. Service was great, the food service is tasty. Pre lunch/dinner drinks served then a full meal. Open bar during the flight. Lounge in Madrid is great, not the one in Fuimucino, but it does the job. Overall it was a great experience.

Not Verified | I recently flew with Iberia from Madrid to New York and back, and my experience was far from satisfactory. From the start, the service was disappointing. The staff were neither polite nor well-trained, and their approach felt rushed and indifferent. It seemed as though they were just trying to get through the flight rather than attending to passengers’ needs. Adding to this, there was a significant delay with the flight. No clear or timely communication was provided about the reasons for the delay. Once we finally arrived it took an unusually long time for the baggage to arrive, and there was no apology from the airline for the delay. Throughout the flight, the crew’s attitude was unaccommodating and unsympathetic. When I had concerns, their responses were curt and dismissive, which made the journey even more stressful. Simple requests seemed to be a burden, and any sense of hospitality was noticeably absent. Add to this that the WiFi would not work with any of my functioning credit cards. Overall, this was a very disappointing experience. Iberia needs to improve not only their in-flight service but also their handling of delays and baggage delivery. Better communication, more efficient operations, and well-trained, empathetic staff would go a long way in enhancing the passenger experience. Based on this trip, I would be hesitant to fly with Iberia again unless significant improvements are made.

✅ Trip Verified | During my recent business class flight from Madrid to Bogota, I was disappointed to find my seat in an unacceptable condition. There were several used tissues next to my seat, which I had to clean myself using wet wipes. The seat was extremely dirty requiring multiple wipes to clean. I observed that cabin crew in business class were female and their overall conduct was unprofessional. Their hair was not tied back properly, which is a safety hazard when handling food for passengers. They lacked smiles and friendliness, and their service was rushed, as if they were eager to return to the galley to chat and rest. The rest of the time, they were seated and chatting. This was a different experience from when I flew from Bogota to Madrid, where the cabin crew seemed happy to work and were not rushing with the service.

✅ Trip Verified | I had a terrible experience with customer service. They damaged one of my checked bags and its contents but refused to compensate me. Additionally, my connecting flight was canceled while I was in Dallas, which isn't my home city. They rebooked me on another flight three days later and denied my request for hotel compensation during the wait.

Not Verified | On my latest flight with Iberia (always from Latin America) I paid for one sector to premium economy. When I checked in online it was economy. 3 calls to customer service and this wasn't resolved. They said work it out at the airport. At the airport they said I was in economy and PE was full and to write to Iberia after my flight for a refund. The airport staff put me in a bulkhead seat though, but Onboard two random people sat in the empty seats next to me from the back and crew did nothing. Needless to say it was an uncomfortable 10h flight. Then after arrival I could not get anyone from Iberia to honour a compensation. To the point I took to complaining on their social media and got targetted by a scammer! I guess lots of people like me frustrated with Iberia take to their social media. Never again with the level of incompetence, and disinterested crew service in economy. Iberia makes me feel like they should pay me to fly them.

✅ Trip Verified | Worst customer service experience I have had - very aggressive poorly trained check in staff. The airline has lost its perspective on customer service and loyalty. Very long check in queue in business as only two agents for business check in for all Iberia flights from Madrid. Very unfriendly agent demanded payment for additional bag weight even though well within limits of loyalty scheme. She insisted I was a grade lower than I am - even though it was printed on the ticket and boarding pass - meaning I had to pay or repack into an additional bag (as I was only checking in a fraction of total allowance anyway - which begs the question why bother when it will only effect loyalty and increase the queue of other business class passengers). She refused to look at the ticket or website when I tried to show her and then refused to give her name when said I wanted to complain. She said I could go to customer services and miss the flight unless I obeyed her. All I can do is never travel with them again.