Because of my recent experience, I will never fly with Iberojet again. While waiting in line to receive our boarding pass, my daughter of 6 years old began to complain of stomach pain, and shortly after, she began to vomit. As I attempted to comfort her, I was instructed by an employee to weigh our luggage. Despite the obvious distress my daughter and I were experiencing, the employee showed no empathy or understanding of our situation. She insisted that our luggage was overweight by 1.5 kilograms per person, ignoring my daughter's illness and my attempts to address it. Even as I explained our predicament, the employee remained unyielding, offering no assistance or compassion.Feeling overwhelmed and unsure if we would even be able to board our flight with a sick child, I reluctantly agreed to pay the excessive fee of 150 euros!!! to check our slightly overweight suitcase. This decision was made out of necessity, as opening our bags in the airport while dealing with my daughter's illness was simply unfeasible. I explained this to the employee and she didn’t care. When I later wrote to Iberojet to explain what had happened, hoping their online support would show any level of compassion and understanding that was lacking from their ground staff at Madrid Barajas airport - I discovered that they are all the same. Zero empathy. They wrote me a cold standard email back repeating their policy for baggage.
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