Iberia Airlines
Reviews and Complaints

Unfortunately, the company I work for keeps booking my flights with Iberia. On several occasions, I've attempted to use their website and also their app to check-in or even to change my seats. Neither work.

I'm a fairly large man and require a seat with extra legroom to avoid pains in my knees, but when trying to pay for seat upgrades via their website, it always fails. My next course of action is to call their customer service with is non-existent. I call repeatedly the customer service number provided on their website, but after a few minutes of waiting, it automatically hangs up on me. What kind of service is that?

Dear team,

There is 8 days that I am coming back and forward with Iberia regarding my 23kg luggage that is lost. They keeping saying that my luggage was located and will be delivered, but it never happened.
The incident occurred on my flight from London-Madri-Sao Paulo. I arrived in Sao Paulo/Guarulhos Airport on the 17th August 2021 and after research for my luggage and I could not find, I went to the Iberia desk to make a complaint. I was informed that the luggage never left UK. On the paper provided by the company, I was informed that the luggage would be delivered to the destination address provided on the 19th August 2021. Again, never happened. I called again Iberia UK as there is no working telephone available in Brazil. None of the telephones works in Brazil. Which makes me even more disappointed and disrespected. It is just a lack of professionalism with the clients.
Once again a called Iberia UK to try to locate my luggage and tell me what is going on. I was told the same thing, the luggage it was on the way and it would be delivered now, on the 20th. Guess. No luggage. No telephone I could call of the company which is doing the delivery.
I have some medical equipment in this luggage, plus other electronic devices, all my clothes, medication etc for 2 months in Brazil and the company is treating me as a joke! I already provided all the information needed. I have emails, confirming everything. I paid even extra protection at Heathrow Airport in London to secure the safe of my luggage. I cannot even contact the third company yet to ask for my insurance because Iberia does not do anything.
I came to Brazil to do a medical treatment and instead of being able to start my treatment, I am more stressed, overwhelmed and anxious with all this.

If they do not delivery my luggage by the 23rd of August, I want a full refund of all the items included inside the luggage. And I am telling you in advance, there was expensive items in there plus all the hassle of me calling, getting stress over something that should not have happened in the first place.

Today is the 22nd of August 2021 and I am here trying to find a solution because Iberia customer service does not help, the online form to complaint about missing luggage does work. They do not reply any emails or even on Facebook Social media. Nothing.

I truly believe that my luggage was lost and they are trying to push me and not to solve the problem. They are probably thinking that I will give up. I already got in touch with a solicitor in Brazil which will take the case if this problem is not solved.

Please refer the dates on the emails.

Please, I need your help.

Kind regards,

Carolinne.

To iberia
My name is shmuel and my brother shneur were scheduled to board an Iberian flight from New York Kennedy to Israel via Madrid. When we got to the airport it became clear to us that they had brought a small plane and your staff said there was no room on the plane .
Complete negligence
This trip turned out to be catastrophic disaster .
After hours of waiting around .
Your staff was completely unhelpfully .
We barely speak English, we were told they are looking for another ticket to issue us.
They gave us to wait more than 24 hours later.
Our original flight we were supposed to board was on November 1 at 18:35 and due to company negligence we got a flight to November 2 at 19:55 for more than 24 hours !
Your staff broke all goverment laws .
We were stuck for hours with no hotel, food, drinks and no telephone to call .
This is completely unacceptable, and disgrace .
Your staff needs better training in place .
This has caused me and my brother undescribable pain and suffering .We went through hell stuck on bench in the airport without the basic necessities of life
No one deserves to suffer the way we did .
I'm requesting under Under federal rules, the passenger is entitled to cash compensation, not just a voucher, and a seat on a later flight. Bumped passengers whose travel is delayed for at least an hour are entitled to up to $1, 350 in compensation,
For me and my brother
As well refund of our tickets .
Customer service is number one in airlines .
Your staff failed .
All proof is in the attachment of this email
I thank you very much
Shmuel

On december 30 of 2020, I had a return flight with latam from london to manaus/brazil. The reservation code is kiwgyn, my surname is martins dos santos junior. (brazilian national)

On arrival at the airport on that morning at the iberia check - in desk I was informed I could not board because only spanish nationals were allowed on that flight. I had a pcr test done the day before which is nowadays mandatory to fly anywhere in the world.

The first leg of the journey was with company iberia to madrid the same airline that refused me on board. They did send me across terminals to find latam member of staff to gather information however there was not any member of staff in sight to help me whatsoever resulting in my losing my flight.

Upon calling latam they told me that I did show in their system as no show therefore my entire flight was voided.

I had to purchase another ticket with another airline to leave london and spend new years eve with my family in brazil.

A week later on the 14th of january I called latam in a attempt to retrieve my ticket. After explaining the situation I was told I they would open an exception and had opened a case regarding my issue and someone would contacted me in 48h which never happened. I am again over 1h30 min on the phone trying to speak to an agent and have no success.

The automated system is close to useless these days you keep going in circles, pressing all the options and you go nowhere. I am rather stressed, stuck in brazil and neither have the money to buy another ticket neither to pay for a fine for no show for a flight that I was unfairly denied boarding.

I questioned the principals of having a pcr test before flying should state that a passenger is not sick when on board doesn't matter where they come from.

I must say I felt rather discriminated by my nationality once my pcr test should make me less capable of being a passenger than a spanish national.

Was scheduled to fly barcelona to boston march 30 2020. Received a 'coronavirus update notice' -
that in order not to lose the fight you must must make out a 'voucher application' within five days.
Followed instructions. Should not have.

Got a lower valued restricted flight voucher.
Only can fly certain weeks of the year.

Of course - Three days later they canceled the flight.
On which point they should give a total refund ...
Not a voucher.

OF COURSE !

NO MONEY BACK for a VOUCHERED FLIGHT. !

Super deceptive company.
Hope they get the virus and die.
Cheapest shoddiest service I could not even imagine being treated so poorly. Delibetately decieve their customers to keep their money.
Tell you to go on line a make a complaint ... Complaints not possible on vouchers.

Deceptive cheap company run by LEVEL.
I PAID FOR THEIR DECEPTIVE TREATMENT.
THIS SHOULD BE AGAINST THE LAW.

On 28/02 I attempted to book two flights from London to Lanzarote. Iberia's web site froze twice while booking, eventually I entered my card details. The web site would not progress forward to show my bank responding, I gave up and booked with EasyJet. I did not get any emails from Iberia and I thought no more about it, until my card statement arrived showing I had been charged for the flights. I phone Iberia Who then emailed me useless tickets. they could not help by phone and to go through the web site.
I have tried a number of times. It is possible to get a complaint case number, they then ask you to enter the details on line. I found it impossible to do this without an Iberia plus number the forms will not complete and send, without one. I dully registered and got my IB number, filled in the form and sent it.
The next reply from Iberia stated that my complaint could not be handled by Iberia plus and referred me back to the site.
I have then found that they are linked to Resolver. Via money saving web site. I have followed through that process and eventually I have the same answer from Iberia.
So the process has been designed to go round in circles. The phone lines will not handle a complaint or connect you to a manager only refer you to the web site. The forms there will not progress without and IB number. Iberia Plus will not take the complaint. There is not any email addresses. How neat.

Dear Customer,

We have analysed your complaint E20190729-[protected] concerning the incident with flight IB3207 of 14/07/2019, from BRU to MAD,

and have decided to resolve your case by paying you the sum of 57EUR by bank transfer to an account of which you must be the holder. Please therefore provide us with your bank details, which must include, by clicking on this link.

If you cannot view this link, please check the version of your browser because it is only compatible with the following (or later) versions: Chrome 35, Firefox 31, Safari 9, Opera, Edge, IE 11.

Thank you for choosing to fly with Iberia. Yours sincerely,

Iberia Customer Services

Our original flight was booked through American Airlines, it was to Rome, Italythen on to Tel Aviv. Our stay out of the country was from May 6 -18, 2019. Our return flight home from Tel Aviv was flight number Iberia 3317, to our connection in Spain which was to be Iberia 6171.
We were delayed in Tel Aviv on the day of our departure (May 18) for 3 hours due to a computer outage on Iberia websites. We missed our connecting flight by 5 minutes (believe it or not).
I have been trying to get help from Iberia, as I need a statement from them for the insurance, stating the delay was their responsibility. Their web site is totally useless as is their "Customer Service Reps" as they keep telling me to go to the Iberia website to file a complaint, which it does not allow me to do.

I was wondering if there is any chance that you could help get some help so that I can file my insurance claim.
I have tried to get relief through Iberia but it is an exercise in futility.

thanx for your help in this matter

Dana Hayes
71 Patagonia Lake Road
Nogales, AZ 85621
[protected]

The sales pitch with Iberia does not match the reality

This is what they want you to believe on iberia.com:
"Early seat booking policy
Now you can book your seat with Iberia.com from the time of purchase.
And, in addition, if your fare does not include the possibility to book a seat, you can purchase it before you fly at a better price than at the airport.
Early seat booking
To improve your in-flight comfort and allow you to sit with your family and travel companions, we offer the possibility of choosing your seat earlier and at a much better price than at the airport."

I believed it and paid the extra amount to book seats for my wife and I on all 4 sectors of our international flights from South Africa to Spain and Portugal.

We paid, booked the seats and got confirmation that the seats were reserved for us.

The reality:
At check in, the seats on 3 out of the 4 flights which we had chosen and paid for were not allocated to us.
In fact, the seats that were allocated to us on our return flights from Lisbon-Madrid and Madrid-Johannesburg had us seated separate from each other.

The Iberia check in individual at Lisbon airport was not interested in our problems. An attitude which sadly extended to the on-board staff as well.

I did send an e-mail to Iberia after my paid for seat was given away on my flight from Johannesburg to Madrid but I got the standard response without any offer to refund the additional amount which I had paid for the service which I had not received.

This was Iberia's reply:
"We apologise for the incident that occurred in relation to the selection of your seat on flight IB6058 of 16/10/2018.
Due to an unexpected adjustment to our schedule, we were unable to respect the original seating arrangement assigned."

For the last two legs when, once again the seats that we paid for were not available, I did not bother to complain,

What is the point? No doubt I will receive a similar if not the same response.

Iberia Economy - "The most exclusive class for all" - I don't think so.

Iberia lost my luggage on a flight leaving Madrid on January 8, 2016. After almost a month, they still cannot locate the bag which stayed behind in Madrid. They have extremely poor customer service and will not send me information on how to make a claim for the lost luggage. They will not answer any emails and have provided me fake email addresses to send them information.

My husband and I were traveling from Geneva to Las Palmas, Gran Canaria on December 29, 2015 with a stop-over in Madrid. On the Madrid leg to Las Palmas on IB 3834, we checked in as we always do but a few meters before my wife was boarding the plane, she was stopped by an Iberia employee who seized my wife's only hand luggage (meeting the prescribed standards) in a very aggressive way. Inside the hand luggage, my wife had her wallet, a piece of jewelry and two glass framed pictures of our grandchildren. She managed to remove the wallet and the jewelry whilst the employee was shouting "hurry up, hurry up" and the boarding passengers behind my wife were complaining. My wife did not have the time to remove the glass framed pictures of the grandchildren. When we unpacked, the glass framed pictures were broken because the employee threw the hand luggage to the workers on the ground to put in the hold of the plane. We are elderly people who have been flying Iberia for many years with the same luggage. We do not understand the inadmissible mannerism of the employee in question. The next day my wife unpacked her hand luggage and found the glass framed picture broken. IB flight 3834 leaving Las Palmas at 21h30 had only lights in the middle of the plane but no lights over the passengers'seats. Many passengers complained but the answer was "we have problems with the connection and there was nothing that can be done". This, of course, did not put us at ease and for the two hours flight, we could not read but had to bear the consequences. We tried to lodge this complaint with Iberia but could not find an appropriate contact point. To which Iberia e-mail can we send this complaint ? Name of passenger : Mrs Martha Koch IB [protected] Booking Confirmation 4XF3RT hand luggage receipt IB 849448 Seat 9E

Iberia Airlines has horrendous customer service. If you value your money, time or sanity do not book Iberia.

In April, I purchased tickets for my daughter to travel alone to Spain as an unaccompanied minor. I purchased the tickets 4 months in advance of her trip. I called Iberia directly & purchased the tickets on the phone with an Iberia customer service agent. The Iberia customer service agent "never put in my credit card information" even though I DEFINITELY provided it.

I discovered that my daughter's ticket was CANCELLED without any notification or warning. I had no idea why so I called Iberia customer service to investigate. I was told that I "never provided payment information" and I would be required to pay an additional $1, 000 USD in order to re-book these tickets that I had already purchased.

Fast forward later after 5 phone calls to Iberia customer service, 4 times being HUNG UP ON by customer service reps who were "transferring me to their manager", THREE AND HALF HOURS LATER Iberia finally offers me a "resolution". The manager (who NEVER came on the phone directly) found the recording of my original 40 minute phone call to Iberia back in April. The manager reviewed the call & discovered that I INDEED provided payment information & that I INDEED HAD PREVIOUSLY PAID! The manager told the customer service representative to re-book my flight & offer me the same price I originally paid back in April.

Given all the inconvenience, headache, frustration Iberia should have AT LEAST offered my daughter an upgrade. They offered nothing, no apologies, no upgrades, nothing. Only a slap in the face, wasting several hours of my life and a huge headache.

I frequently fly from NY to Spain & I would NEVER use Iberia again. Customer service is so subpar it is sad. Below is a list of the various unacceptable resolutions Iberia offered me prior to finally reviewing the recording of my original phone call where I purchased the tickets:
1- call back in 3 days after the manager has time to review the information (the flight is scheduled for a mere 7 days away, this is grossly inappropriate)
2- call back in 1 day after the manager has time to review the information (again, the flight is in a mere 7 days, the issue should be resolved immediately not days later especially given how soon the flight is scheduled)
3- call back in 1 hour since the manager was "busy" (there should always be other managers available/ or that manager's supervisor should be available)
4- stay on hold for another 1 hour while you wait for the manager to free up
5- pay for new tickets costing an additional $1, 000 (goes without saying that I should not have to pay an additional $1, 000 for Iberia's mistake).
6- hold on while you are "being transferred to a manager" only to be HUNG UP ON EACH TIME for a total of FOUR TIMES!

The original customer service representative who “never put in my credit card information” should be fired. Customer service representatives should be retrained so that they provide resolutions that are acceptable. Upgrades should always be automatically offered when Iberia’s does such horrible mistakes. Managers / alternate managers should always be available to help customers with urgent issue. In conclusion, I am irate with the horrible customer service Iberia has provided to me so much so to the point I feel the need to file a complaint and provide this lengthy explanation resulting in the issue with Iberia’s customer service taking up yet more of my time.

Sincerely,
An Irate Customer

I have a hard time getting Iberia to credit mileage points of flights on Oneworld partners. The two occasions when I flew Oneworld partners and the partner systems did not record properly the flights I boarded, I have never been able to get the points credited. I filed 2 complaints (#2673979 [protected] AA 0995 May 22, 2010 mia gru REJECTED and
#3713043 [protected] BA 0247 September 4, 2011 LHR GRU REJECTED). In both cases I submitted the boarding passes and even so they argue they cannot credit points because their system (AA and BA in that case) does not show the records that I boarded the plane. What more can consumers do to have their rights respected? If an airline system fails to register something, should the consumer be penalized for that? That is really disrespectful. To make matters worse, I am an Iberia Platinum customer. Even being at the highest level of loyalty a customer can have with Iberia, I am still ignored in my plea. That is really disppointing.

Iberia have an online booking system wherreby you can reserve a ticket and pay for it in 24 hours, which is what i did. When it came to paying for it, therre is a contdown timer, as i proveeded to checkout and pay for my ticket, an error message appeared that told me to choose travel insurance, i didnt want this but was unable to uncheck the box. Time was ticking and i didnt want to lose the price of this flight as it had gone up on the iberia website, so i called the number on the iberia website for help! Well, the rudest person ive ever had the displeasure of having to deal with answered my call and said her name was 'nadi' - i explained the situation and was told ' i cant help you, refresh the page', i told her i had done so a few times but nothing had changed, she then said ' well i cant help you', i then asked to speak to her manager who may be able to help me, to which i was told 'no!' i asked what she meant by no and she said ' dont u understand what no means?! ' i was in shock! I couldnt believe her terrible attitude so i said 'pls give me your manager again and again she said point blank NO!i said you are. Rude woman to which she replied thank you madam! Needless to say i hung up and called back a different number where i was able to book the ticket. I will be calling their head office to make a formal complaint!

My wife and I were subject to a 24 hour flight delay when flying last week from Tenerife Norte to Alicante. Despite having published rates of compensation for such matters the airline is denying our claim simply because we did not retain the airlinebtickets, which IBERIA MUST HAVE IN THEIR SYSTEM AS THEY MADE THE ALTERNATIVE ARRANGEMENTS TO GET US HOME.
Who do I complain to as a higher authority to Iberia?

14.11.2011

I have flown with Iberia airlines from Tel Aviv via Madrid to Mexico City (return).
The return flight from Madrid to Tel Aviv was on flight 3754 on 11.11.2011.
This flight was performed by a plane model AB A319.
According their publication, this plane can carry 121-141 passengers.
Our plane carried the maximum - 141 passengers!
The seats of the plane are narrower than the regular seats of other planes and what is worse is the space between the rows .My knees touched the seat in front of me. During the whole flight I have suffered heavy pressure on my knees without being able to change position in order to ease the pain. In addition the passage is very narrow and does not allow standing during the flight to enable some relief. The only way to release pressure is to enter the toilet which is the most spacious spot on this plane.
This plane cannot and should not carry 141 human beings!
Even the lowest cost charter planes do not allow such narrow space between rows.
I publish my observations so that potential customers shall be aware of how Iberiay is treating its customers, rather as cattle than human beings.
I will never fly again with Iberia.
Dov Kantor

Unfortunately my wife and I had a bad experience with Iberia Airlines which my wife called "Sh_t for Airlines". Our plane we were supposed to fly out on was late and due to bad weather later was diverted to another airport and the flight was canceled. The next day the flight was delayed because Iberia didn't get the plane from the other airport early enough. We had to wait for them to clean and prepare the plane. So almost 2 1/2 hours later our plane finally took off.

I booked and paid return flight on iberia.com between Barcelona and Casablanca on flight IB7709/IB7711, which I later learned was operated by Royal Air Maroc.

There was no issue from Barcelona to Casablanca with Royal Air Maroc. On return from Casablanca to Barcelona, I was refused to board the flight by Royal Air Maroc because I was told they couldn't find the reservation in the system. I was forced to pay another ticket from Casablanca to Barcelona.

I have contacted iberia.com via its website, but they refused to resolve the issue, referring me to Royal Air Maroc. I have no issue with Royal Air Maroc because I paid my original booking through iberia.com, and I booked an Iberia flight (IB7711).

I want to file a court complaint, but I'm living in New Jersey. Anyone knows whether NJ courts take such a case?

I have never seen or experienced the worse customer service in my life with Iberia. We flew from Los Angeles to Miami with American Airlines and from Miami we were to fly to Madrid and from Madrid to Algeria with Iberia. We were traveling in a family of 4 and when we got to Madrid they told us one of our tickets were put on standby and only 3 of us could go on the plane. They said they overbooked and they expected one of us to stay behind. Being from the USA and expecting one of us to stay by ourselves in an unfamiliar, foreign country is unacceptable. My children and my husband and I were all screaming and crying and they were unsympathetic. When we told them we were all going together or not at all they gave our seats to other people. They made us go stand in a very long line for customer service after being on the plane for 12 hours. Then they sent us to another long line way across the airport to talk to a supervisor. They finally put us up in a hotel for the night and booked us a flight for the next day but we had to take a connecting flight instead of going direct like we had booked. We finally got to Algeria. We had 6 pieces of luggage and they werent there when we arrived. So far we have been getting one piece of luggage a day and we have been going back and forth to the airport wasting our vacation time. When we get back to the USA we are going to sue Iberia for ruining our vacation.

I want to make a formal complaint against Iberia Airlines of Spain. I flew from Frankfurt to Madrid to Malaga. When I got to Malaga they had already lost my bag I had a 9 hour layover I had to recheck my bag for my next flight since it did not make it the lady at the counter told me they would send right to my house. I make it home after the worst flight in my life! My bag is no where to be found I called the first day and they are not sure where me bag is. Last they knew it was in madrid. They wouldsend it from Madrid to Augusta Ga and it would be delivered to my home. Day 2 I call they still have no Idea where my bag is at. Day 3, 4, 5, 6, 7 same answer. Day 8 they are sending emails to find my stuff and no one is responding to the email. The lady on the phone that I managed to talk to told me my bag was not lost they just didnt know where it was and they didnt understand why I didnt have it because thier system says it was delivered to Augusta Main (wrong airport) I call down to augusta maine and no bag so I call Iberia back. They will send another email. Day 9 I am trying to see what I can do to get compensated for my things. They give me more runaround. When low and behold they call me fro boston and tell me they have my bag and confirm address and phone number (the same one they just called) to make sure it is current. It still takes more than 24 hours for my bag to show up. I go to the airport to pick up my bag cuz at this point I am done waiting and I dont want one more set of hands on my bag. I have things missing. When I checked in for my flight in Frankfurt I had my bag wrapped so nothing would happen and now there is no wrap and half of my computer stuff is missing and all my pictures from my trip are gone. I cant even get them back. I intend on making a formal complait but so far it has been difficult to get anything from Iberia! I WILL NEVER EVER AGAIN FLY IBERIA EVER!