Iberia

MUC-MAD-EZE return from Rio was booked at short notice at a very reasonable price. We did not expect much but actually went away satisfied. All flights on time. Staff service and meals long-haul ok up to actually pretty good. Rather large seat pitch long-haul for Economy within Europe pay attention to sit upfront otherwise it is atrocious. Lack of inflight entertainment did not bother us as we manage to sleep on long-haul night flights. I would actually even consider it good value for money given the price paid.

We were booked from Heathrow to Lanzarote. The schedule was changed 6 times and eventually all but one connecting flight were cancelled. Iberia were unable to get us to Madrid in time to catch the connecting flight. We were left high and dry and eventually flew out on the previous evening to Madrid booking our own hotel. Iberia couldn't care less and offered no help or explanation. Just to add insult to injury they use an 0870 number so it cost every time I called them.

MAD-TFN-MAD. Check in and security at Madrid was fine fast and easy. All flights departed on time early arrival both cases. Boarding by groups it was time Iberia started this since always boarding with them is chaotic. On board seat comfortable small legroom no service no IFE food for purchase. FA very nice and accommodating.

Very unimpressed with Iberia long haul flight from London to Quito via Madrid. It was like stepping back to the 1990s travelling on a flight with no seat back screens only 3 drop down TVs per cabin showing 3 films on the outbound journey and 2 on the return. Outbound films didn't even start until over 4 hours into the 10 hour+ flight. The only screen I could see on the return flight was not working meaning that not only could I not watch the film but it flashed on and off throughout the entire flight meaning I couldn't sleep either. The inflight meal was poor but the wine was ok (only one was offered). No water or snacks brought through the cabin between meals. Return flight was a shambles. It was delayed but no announcement made until after the time the flight should have departed. Then told we'd have an hour to wait due to a security issue so everybody left the queue. A couple of minutes later it was announced that the flight was boarding resulting in a scrum as everybody charged for the gate!

Internal flight Bilbao to Alicante operated by Air Nostrum a subsidiary. Bought the ticket online but instead of receiving an eticket in return I got an itinerary headed "When the charge to your credit card has been made we will send you a new email with the information about the tickets issued." Fare was charged to my card immediately but no further email with eticket arrived. After a week I phoned the number in Madrid as the number of their helpline. Nobody spoke English but I managed enough Spanish to explain the situation. The employee was curt and unhelpful even when I asked her to speak more slowly. I then discovered that Iberia had refunded my account the fare days after the first payment and Iberia had taken a further amount of double the fare. I have had enormous trouble sorting this out and getting a refund. A call to the same "helpdesk" in Madrid resulted in the insisting that the problem was with my (Spanish) bank and that there was nothing further she could (or would) do. Of course my (Spanish) bank disagreed and said I needed to deal with Iberia. Very stressful for someone whose Spanish is not fluent. The actual flight was fine. Air Nostrum planes are small a 2x2 configuration but leg room was adequate. No free food or drink but available at a price as in low cost airlines. A late departure resulted in a late arrival. Just beware booking through their website.

Wheelchair was not available upon arrival as requested in Madrid. First request we were told it was not their job. Second request to flight attendant we were told they would call. The third request was to the Captain who told us it was taken care of as he walked off. Not one time did any of these individuals ever off me a seat until a chair arrived. It was very evident that they did not care.

London - Sao Paolo flight change in Madrid. Departed London late as needed to take off missing passengers luggage. Pay as you eat 'Tu Menu' service served courteously. Boarding went quite well at Madrid but delayed departure due to taking off more missing passengers luggage. From Madrid meal was a good example of airline food and the wine was agreeable. Crew delighted to offer me a second wine. This was a modern Airbus but no individual television screens two dated films shown along with was an interesting Iberia magazine programme. Surprised that staff did make 2 rounds giving out water and chocolate biscuits during the flight. Good attention to use of seat belts through turbulence and announcements in English clear. Wash rooms do not appear to get sufficient if any attention during this 10 hour flight and became rather smelly. Sao Paolo - London. On departure the plane was clean and pleasant smelling. Cabin crew greeted passengers with a mixture of surly indifference and pleasant smiles but didn't see much in the way of assistance to find seats or storing hand luggage. Meal good but I made the mistake of asking for an additional wine! The reply came 'I am very busy collecting. If you want more wine wait until we are finished and come to the back of the plane'. This time one reasonably recent film. Again wash rooms became smelly and lacked attention during the flight. This was 24th December and the crew could not have been less festive. Madrid - London was code share with BA and what a contrast to the Iberia leg.

MAD-CPH. Operated by Iberia Express. Flight departed 5 minutes early and arrived 15 minutes ahead of schedule. Check-in was fast with no issues and VIP lounge was excellent with plenty of food and space. Only 6 seats in Business Class so service was attentive and friendly. Meal served onboard was nice. The seat was okay but legroom was tighter than Iberia mainline. In conclusion it was a pleasant experience.

MAD-ALG and ALG-MAD. Impressed with the punctuality with the departure and arrival time. The quality of the service was very good in terms of staff on board and on the ground. FA's were attentive. I flew them again from SFO-ORD-MAD with the second leg with Iberia and again I was not disappointed. My only complaint is Madrid Barajas Airport. At the airport there are no real amenities for the long haulers. Will fly Iberia again.

Crew from BRA to TLV were abrasive in their enforcement of airline policies and regulations. Aircraft itself was an Airbus A319. Economy seats were cramped and uncomfortable. Definitely not where I want to spend 4 hours. The food itself was acceptable as far as airline food is concerned. In-flight entertainment was non- existent. In short a terrible flight experience.