✅ Trip Verified
| Disgusting customer service and complete inability to deal with problems. Iberia are scammers. They sold tickets, cancelled the flight and simply refused to take any responsibility. On December 7, Iberia cancelled a transatlantic flight IB2626 from Boston to Barcelona. Passengers were told to go home or to the hotel and wait. On the next morning, we received an email saying that the flight was cancelled (in case someone hadn’t figured that out). That was the only update from the company. Phone customer support refused to deal with the problem. The flight was marketed under Level, an airline brand under which Iberia operates low-cost flights, so we were told to call Level. Level customer reps, in their turn, kept sending us to the operator, Iberia. Level website clearly states that Iberia is the operating carrier for flights to Barcelona. After a dozen back and forth calls we were told to go back to Boston Logan Airport. At the airport, we found over 200 frustrated passengers from the same flight - and no Iberia representatives. None. At the airport information desk we were told that Iberia refused to give any updates to Boston Logan. 2 Iberia reps appeared after 1 pm on December 8, that was 15 hours after the flight was supposed to depart. Their initial response was - again! - to tell us to call Level. Or Vueling? Or someone. And to keep waiting. No attempts to book passengers for other flights were made. Eventually, Iberia reps said they needed to write down passenger names and ticket numbers. When I asked why, they told me they needed to send that information to Iberia office in Madrid. Seriously? The company didn’t have information about 200 people that had already checked in for their flight? After that, we were - again - told to go home. We were not given any information about what to expect, potential compensations, refunds, anything. We called customer service again and asked to book us for a new flight. Apparently, the earliest date available was December 12, i.e. five days later. Alternatively, we could get a refund for the tickets. Still waiting for a refund.