Iberia

✅ 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.

✅ Trip Verified | Without a doubt, this has been the worst flight experience I have ever had. On April 5th, my wife and I traveled from Mexico City to Madrid (Flight IB 6402). Upon arriving at Barajas Airport, we proceeded to the baggage claim area, and after waiting for approximately an hour and a half, we went to the Iberia counter to file a complaint. The airline provided us with a receipt that had no logo or much information that could identify them. It should be noted that none of the passengers on this flight received their luggage, so the airline should easily identify what happened. The luggage was finally delivered on the eve of our departure to Rome, which means that we spent our entire stay in Madrid without our luggage. Upon my return to Mexico City, I initiated the process of filing a complaint regarding the inconveniences caused by this airline, and initially, Iberia showed a willingness to provide a refund. They requested my bank account information and copies of the expenses incurred. However, after I sent them all the required information, they stopped responding to my emails, and my calls went unanswered.

✅ Trip Verified | My wife and I had spent 8 months planning a trip for our family of five. We had flight confirmation for all of us with American Airlines and were flying out of Boston to Barcelona with Iberia which was part of the booking. When we arrived in Boston for our flights to Barcelona, we were told by the Iberia agent that four of our family members had boarding passes but one of our daughters did not have a confirmed pass. I showed the agent the emails I had received stating that all members of our family had been confirmed for the flight with American Airlines (through Iberia). We had flown to Boston from Indianapolis so I was able to show the Iberia agent our luggage tags for all five of our family members showing that we had confirmed flights for everyone from Indy to Barcelona with a layover in Boston. The agent searched and again said that she didn't have any record of our daughter being confirmed for the flight to Barcelona and was told that we needed to go to the American Airlines counter to discuss. We had already spent about 45 minutes with the Iberia agent at this point. The check-in counter for American was 1 mile from the Iberia counter and there were no shuttles available at that time to take us to the other terminal. All five family members ran from Iberia to AA (15 minutes) only to find out that there were no agents at the AA counter. It was now about 1.5 hours before our flight was to leave. So we ran back to the Iberia counter and told them there was nobody at the AA counter. I asked them to look again to see why they weren't seeing my daughter's boarding pass and how would it be possible for us to have all of our luggage for all five passengers from Indy to Barcelona approved on the initial check-in if we all did not have boarding passes. I asked if they could check to see if there was room on the flight to add my daughter because at that point I was desperate to get her on the flight and was willing to pay the money to make that happen. The agent said that "Yes, there is room on the flight" but that we need to book the flight with American. At this point, we had spent an additional 30 minutes arguing with them and it was getting close to the time that they were shutting the doors for the flight. Another Iberia agent was calling American for us and we were told that there was now someone waiting for us at American Airlines counter at the other terminal. We ran back again to the American Airlines counter and talked with an agent who, within three minutes, pulled up the information showing - Here is my flight information with all five family members showing each was "ticketed" and confirmed for all of the flights.

✅ Trip Verified | Denied Boarding at Check-in counter. Reason given, the return flight was beyond 90-day stay limit. It didn't matter that I had a flexible schedule and was planning on booking a return flight when my plans were finalized during the trip. This has been my practice over the past 7 years. In this instance, a trainee informed me I couldn't board. When I asked the supervisor why Iberia sold me a ticket she would not honor, she repeated herself several times citing the 90-day rule and exasperated that I questioned her authority, took our boarding passes and with a flourish, hands high over her head, tore them to pieces proclaiming loudly that "You are not flying today!" When I asked to talk to her supervisor, she climbed on the baggage scale, so she could look down on me and with arms held high, triumphantly shouted, "I AM THE BOSS!" My wife was traveling with me but had a different return date within the 90-day window. I got out my phone to document the incident with a video recording. That spooked her and she went back to her seat and said she didn't remember her name, etc.. Filing complaints with Iberia, Massport, FAA, Congress.

✅ Trip Verified | Issues started with online check-in. The website had an error and I was unable to check in. I show up at the counter and they tell me I’m on standby, because they overbooked the flight by 20 people, and apparently seats are first come first serve even for a confirmed ticket. Agents tried to rebook, but the next available flight was 2 days away, which was after the event that I was traveling for. To top it off, I have to call for a refund, they won’t automatically refund unless you request it.

✅ Trip Verified | One of the worst experiences I've had with an airline. The flight was overbooked by 20-30 people but Iberia choose not to fill up business class, and people were bumped involuntarily. Customer service was at the other end of the airport, and no extra staff was called. Waited in line for 1.5-2 hours, ensuring that nobody could make alternative flights. CS agent was extremely dismissive and couldn't be bothered to explain anything, including that some of us couldn't get EU compensation in the airport. Stood in line for about 5.5 hours, waiting for luggage, vouchers that didn't work, shuttle that didn't come, call center who hung up on me etc. The hotel Iberia took us to was 2 stars, in the middle of nowhere. Exciting to see how long it'll take to get compensation. I'll never fly Iberia again.

Not Verified | Flight from Santiago to Madrid delayed by two days, connection flight from Madrid to Toulouse lost, had to spend two days looking for urgent accommodation to stay until next flight. What a loss of money and time.