Review Time
I am writing about their customer understanding and relating to life situations. My husband and I have two tickets from Madrid to Mexico in 5 days which we bought 2 months ago to go on our honeymoon. We are in the middle east and a war started which does not allow us to make it to Madrid with our different flights.
We called iberia asking for a favor to change our tickets with a fee or give us a voucher to change our date for sometime this month.
Unfortunately there are no exceptions. It is very upsetting to see how there is no empathy and understanding.
We didn't even want to cancel it. Just change the date because of the situation.
Humanity has no place in this airline unless you paid. Big shame, we learned, not to buy from them again. Because they won't be there for you when you truly need them.
Can I have Zero stars, please. Longhaul Heathrow to Puerto Rico via Madrid, seats terrible, Food even worse, temperature in cabin intolerable, late arriving in Madrid, rush to gate for Puerto Rico and luggage left behind. What can I say, first and last time with Iberia. Never, ever again - I'd rather stay at home.
Oh, yes, forgot to mention. Evidently the aircraft was having some technical problems. This meant that in my seat (and many others) there was no onscreen entertainment/facilities. Nothing working and also no usb charging. This affected many passengers and the flight attendants didn't respond to any assistance calls.
I recently flew with Iberia from Madrid to London on flight IB 711, departing at 06:45, and I must say it was one of the most unpleasant service experiences I have ever had. I was connecting from Senegal and was absolutely exhausted, so I had fallen asleep during the flight and was still feeling quite groggy as we landed. While I was taking a moment to clear my head and carefully check my seat to ensure I hadn't left any of my belongings behind, a Spanish flight attendant approached me and began repeatedly barking, "Can you leave the plane? Please, please, please." She must have said it nearly ten times every few seconds. It wasn't as if I was refusing to deboard; I was simply moving at a steady pace to make sure my packing was done properly, yet being rushed in such a relentless and condescending manner felt incredibly disrespectful.
Beyond the poor service, the actual layout of the aircraft is highly inconvenient because all the economy toilets are located at the very back, and the crew strictly forbids economy passengers from using the forward business class lavatories. This makes a simple trip to the loo a major ordeal, especially on a crowded flight. Although I took this flight for business, I can say with certainty that I will never choose Iberia for personal travel again. If anyone is considering booking with them, I would strongly advise looking elsewhere because you are almost guaranteed to encounter unpleasant service. In my opinion, this experience deserves a score of zero, and I would urge others to avoid the headache and book with a different carrier instead.
Booked a returning flight from Brussel to Cape Town, with the idea to possibly change my returning flight (if I wanted to stay for a longer period).
When booking this ticket it showed that there would be a 45euro fine to change the returning ticket. Which I think is a reasonable penalty.
I have been in Cape Town for a little over 2 weeks now and wanted to stay for a longer time. My original returning flight would be in April, but I wish to go back to Brussel in June.
My returning ticket cost me 600euros or so.
When trying to change my (already paid for ticket) returning ticket to a date in June, I had to pay additional fees and penalties never mentioned when booking in the first place.
Coming out at extra costs of 700 to 900 euros.
When I tried calling the Customer Services they said they would not be able to give a quote for this time because they couldn't see the availability. (Which I think is completely false)
So If you are looking for an airline company with good customer service or reliable terms of service I would ignore Iberia Airlines.
I ended up canceling my trip (which they wouldn't refund of course) and book through a different airline.
This company is an absolute joke. Lesson learned, never try to save money booking through cheap organizations.
We have been denied boarding, because the flight from Frankfurt to Montevideo via Madrid was overbooked. Ok, can happen. But then I had to call Iberia to get a rebooking to the next flight myself, which was a 1h long super annoying procedure. My expectation was that the check-in and gate team would do that for me. Then, I submitted a claim to get the compensation for the denied boarding as is my passenger right. And here it starts being so rude, that I decided to never book Iberia again. They keep requesting weird things in order to process my claim: authorizations of my wife and for my kids so that I can claim on their behalf (although I booked all the 4 flights in 1 booking and paid with my credit card), after replying to them, they now want that I submit 4 claims for each ticket one claim. This is just ridiculous. It is a tactic to avoid paying anything at all, because the client just like me will get too annoyed by their stupid requests. So: yes, the airline might be relatively cheap, good flight experience, and so on, but their service is the worst I ever experienced in my life. And for this reason, I will never fly Iberia again. I prefer to pay more and get better service if needed.
⭐☆☆☆☆
Forced downgrade, broken systems, no customer service, flight delayed
Second major failure with Iberia in less than a year.
I had selected and had a specific seat validated (1XA). Despite this, when my boarding pass was issued, a different seat was automatically assigned (23xF).
This was a clear forced downgrade, done without my consent, with no explanation and no way to fix it.
I immediately tried to resolve the situation through every official channel.
None of them worked.
The website was broken, the mobile app unusable, the complaint form blocked even with a valid PNR and ticket number, and WhatsApp support kept returning error messages.
By phone, I was told to wait until the airport.
At Brussels airport, staff were blocked by the system and could not help.
In Madrid, customer service sent me to the gate.
At the gate, I was sent back to customer service, in a rushed and dismissive manner.
I arrived more than 3 hours early to follow Iberia’s instructions, for absolutely no result.
On top of everything, the flight was delayed, with no clear information or assistance.
End result: forced downgrade, zero customer service, all support channels broken, and no accountability.
This is an unacceptable level of dysfunction for an international airline.
LATAM yes. TAP yes.
Iberia, never again.
The website offers a frustrating user experience. I struggled to search for flights due to persistent errors, and accessing my account has been nearly impossible. This is not just a temporary issue; it's been ongoing. For a prominent airline, this level of technical failure is simply unacceptable. The website requires immediate enhancements. I attempted to contact the support team multiple times, but they were unable to resolve the issue, leaving me locked out of my account.
Two months prior, I reserved a return flight from Valencia to Málaga for 20/22 January at a cost of €102. However, I was informed yesterday that the outbound flight was changed from 0715 to 2030, rendering it unusable for my plans. When I attempted to cancel just that segment of the journey, I was told I could only cancel the entire trip, after which they offered me a one-way flight from Málaga to Valencia for €159. This seems to be the standard of "customer service" I encountered. I've decided to travel both ways by train instead. (It’s unfortunate what happens when a well-known airline acquires another.)
We experienced a nearly 10-hour delay on the Montevideo–Madrid flight, which caused us to miss our connection entirely due to the company's error and misleading information displayed at the airport. Despite rushing to the gate, we were informed, without any courtesy, that the aircraft had already closed. Traveling with a toddler and an elderly individual, we received no assistance or empathy. The rebooking process was handled poorly, with staff outright stating, 'I don’t work for the company.' The extra-paid seats were not honored on both return flights. To top it all off, our stroller, valued at CHF 300, was lost upon our arrival in Zurich. A service that creates issues and then neglects its passengers. I would advise avoiding it entirely.
This airline is possibly the most incompetent, arrogant, and frustrating service I've ever encountered. We traveled from Boston to Madrid, then to Barcelona. An employee specifically assured us in Boston that we wouldn't need to pick up our luggage until reaching Barcelona. Unfortunately, our travel agent scheduled a flight to Barcelona that left right after our arrival in Madrid, leaving us no time to verify this information. Upon arriving in Barcelona, we waited for our luggage until the conveyor stopped, but it never showed up. At the baggage support desk, we were told our luggage was missing and they would contact us if they found it. We informed them of our hotel in Barcelona and our plans to leave for Seville the next day. We updated our address on their baggage website and confirmed it with a representative. However, after arriving in Seville, we still had no luggage four days later. We received a notification that our luggage was at the Barcelona airport, which is now farther away from us than before. Despite informing them of our location, they claimed they had no record of our update. It's incredibly frustrating to deal with such incompetence! We still have no luggage after it was lost on Sunday. I can't believe this level of unprofessionalism exists in a business. To make matters worse, the flight attendants from Boston to Madrid were quite rude, while those on the Madrid to Barcelona flight were professional and kind.
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