Iberia Airlines Iberia Plus - Iberia (J) - Vueling (Y) - Not Invol Downgrade?!?!

Hi All,

Maybe someone with a better understanding of EC 261/2004 Article 10 than me can help here. Bear with me for the long background...

I booked LHR-MAD-PMI//PMI-MAD-LHR all in Y. I later received two separate email notifications that the MAD-PMI and PMI-MAD segments had suffered a schedule change. A little later I also decided to upgrade the entire itinerary to J, which I did with no problem, paying the change fee and (quite significant) fare difference.

Now I have been informed that the MAD-PMI and PMI-MAD flights have been cancelled and I have been rebooked on Vueling flights which, coincidentally are at exactly the same time as the new schedule. Vueling is a Low Cost Carrier with no business class.

It seems clear to me that IB first modified the flight times so that there could be no complaints when they rebooked passengers on the Vueling flights. This also indicates that they knew that there would be no business class option when they processed my upgrade and took my money.

In fact, I was never actually notified that the flights had been cancelled, I was simply sent an email asking me to call the Service Centre. For a start, I consider this a dereliction of Iberia's duty to inform me of the cancellation - it is their responsibility to phone me, surely? (I know that the contact information they have for me is correct)

I made the above point twice through the online complaints system but it has now been over three weeks with absolutely no response.

Finally, I called Iberia to be told that I had been rebooked in Economy class (although the LON<->MAD legs are still in J) and did I have any problem with that. Yes, I said, what about the compensation for my involuntary downgrade? "Oh no sir, you have been booked in the highest grade tourist class, therefore no compensation is payable".

I have checked Vueling's website and there is no mention of any 'grading' of classes. It is possible to purchase a 'duo' or 'xl' seat but this does not appear to be the case for my booking and, anyway, surely still constitutes a downgrade - meaning I am entitled to 30% of the fare.

If anyone has actually made it this far ;), any suggestions for my next steps? I am extremely disappointed with the way this has been dealt with (I could go on and on with more complaints about the way I have been treated, but I think this is enough for now!) and want to get as much out of Iberia as I possibly can - more as a matter of principle than anything else. Open to all ideas.

Thanks for reading,
TBK

I think you're seeing a conspiracy where none exists. Especially in summer, VY operates a lot of IB's flights, and I really can't imagine there is anyone at IB who would expend that kind of effort over something like this.

At the end of the day you're talking about a flight of about an hour, where the only difference between J and Y would have been a tiny snack and a seat at the front of the cabin. If you're booked in the highest fare class on the VY flight you should be given a duo seat anyway, though you may need to ask when you get to Madrid if you aren't able to choose it online beforehand.

Vueling is a great airline, with new planes and a friendly young crew. The duo seats (aka Vueling Business) are the first three rows with the middle blocked, so pretty much the same as any other European business class minus the snack (you can buy on board a really nice sandwich for about 4€).

Tip (speaking in general to those not used to dealing with Spanish companies): when asking for your duo seats in Madrid, be nice. Neither the person on the phone nor the person at the transfer desk will be the one who canceled your flight, there is nothing they can do about that, and they have no reason or motivation to do anything but hand you a boarding pass. A smile and a "I wonder if you can help me with my problem" will get you a lot further than stamping your feet and demanding satisfaction.

At the end of the day you're talking about a flight of about an hour, where the only difference between J and Y would have been a tiny snack and a seat at the front of the cabin.

It's true that the OP will not suffer too much physically... :)

But as far as I understand Iberia is not only not giving any compensation, but they are not refunding him the paid upgrade to Business class either. (Please correct me if I'm wrong.)
If that's case, he has every reason the be angry.

It's true that the OP will not suffer too much physically... :)

But as far as I understand Iberia is not only not giving any compensation, but they are not refunding him the paid upgrade to Business class either. (Please correct me if I'm wrong.)
If that's case, he has every reason the be angry.

Thanks alanw for the good advice. I certainly try to be the sort of person who is extremely polite (although firm where necessary) with anyone with whom I have dealings - irrespective of country or their job. I believe I have been in this case; my original post was a venting of my feelings, rather than a reflection of the way I spoke to the call centre operator.

You are, of course, correct that I have no reason to be concerned about the one hour flight on Vueling. Indeed, I am not - I upgraded the trip to earn BA tier points rather than for the comfort. Koby, however, has hit the nail on the head, aren't Iberia completely in the wrong here by first, not offering me compensation and secondly, claiming that I am not eligible for compensation despite the fact that I will not be flying in the class I booked and paid for?

I do not expect a full refund of the upgrade fee as I am still in J for the LON-MAD legs, but I fail to see how I am not entitled to some sort of refund/compensation for the involuntary downgrade. This is what is making me angry, not the thought of having to sit with the unwashed masses ;)

(to clarify, by 'compensation' what I mean is a partial refund of the upgrade fee to cover the two legs that have not been upgraded - not compensation for any 'discomfort' I may experience!)

One practical question I should have asked earlier: In the 'manage my booking' section of Iberia's website I have to confirm that I accept my new itinerary (with the Vueling flights). I am quite happy to do so but I am worried that this will jeopardise my chances of getting the refund I believe I am due under EU regulations - am I correct to be worried or should I just accept the change and keep pushing IB for the refund?

Thanks again.

Thanks alanw for the good advice. I certainly try to be the sort of person who is extremely polite (although firm where necessary) with anyone with whom I have dealings - irrespective of country or their job. I believe I have been in this case; my original post was a venting of my feelings, rather than a reflection of the way I spoke to the call centre operator.

You are, of course, correct that I have no reason to be concerned about the one hour flight on Vueling. Indeed, I am not - I upgraded the trip to earn BA tier points rather than for the comfort. Koby, however, has hit the nail on the head, aren't Iberia completely in the wrong here by first, not offering me compensation and secondly, claiming that I am not eligible for compensation despite the fact that I will not be flying in the class I booked and paid for?

I do not expect a full refund of the upgrade fee as I am still in J for the LON-MAD legs, but I fail to see how I am not entitled to some sort of refund/compensation for the involuntary downgrade. This is what is making me angry, not the thought of having to sit with the unwashed masses ;)

(to clarify, by 'compensation' what I mean is a partial refund of the upgrade fee to cover the two legs that have not been upgraded - not compensation for any 'discomfort' I may experience!)

One practical question I should have asked earlier: In the 'manage my booking' section of Iberia's website I have to confirm that I accept my new itinerary (with the Vueling flights). I am quite happy to do so but I am worried that this will jeopardise my chances of getting the refund I believe I am due under EU regulations - am I correct to be worried or should I just accept the change and keep pushing IB for the refund?

Thanks again.

Don't accept, then once you get to the airport, flip out that you got an involuntary downgrade and "Weren't even informed" :D

One practical question I should have asked earlier: In the 'manage my booking' section of Iberia's website I have to confirm that I accept my new itinerary (with the Vueling flights). I am quite happy to do so but I am worried that this will jeopardise my chances of getting the refund I believe I am due under EU regulations - am I correct to be worried or should I just accept the change and keep pushing IB for the refund?

I can't give you any legal advice. But if you don't accept the new itinerary, will you get (all) your money back?
If so, depending on how much flexibility you have, you could just forget about this flight and book a new one in Economy (through MAD or BCN) - if that turns out cheaper than what you have payed now.