irishguy28

This is a very unusual statement.

Iberia are unlikely to have contacted you on their own initiative to make such a statement - so what happened that spurred you to ask Iberia about this particular flight? How did this "issue" come to light? Why did you contact Iberia directly, rather than relying on your Travel Agent? You presumably have a PNR issued by the travel agent - can this be viewed on the Travel Agent's website, or on a site like CMT or ViewTrip? Is the LHR-MAD flight now missing when you look at your confirmation? Was it ever visible in the confirmed itinerary? Do you have a printout of your confirmed ticketed itinerary as given to you by your Travel Agent in January? Can you obtain a printout of your current itinerary as provided by your Travel Agent?

Or - and this would be even more unusual - are you saying that Iberia previously confirmed the existence of this flight (whether that means you asked them, or you were able to view it on their website), and are now saying the exact opposite? Has something materially changed with Iberia - or is this just the first time that you have "asked" them?

On multi-airline bookings, it is not unusual for each airline involved to have its own, internal PNR, each of which may be different from the Travel Agency's own PNR, and which the TA may not even have notified you of. It may not even be immediately apparent to you that each airline (or, in your case, maybe it is only Iberia) refers to your booking via a different PNR: There are many different GDSs/booking platforms, and it is possible that the Travel Agent used a platform that is different from the platform used by Iberia, hence the need for different PNRs (each airline would have their "own" way of looking up your reservation, and giving Iberia the wrong "code" will, naturally, lead to a denial of the existence of any such booking). If you directly asked Iberia about a booking and gave them one of these other non-Iberia PNRs, then they really would have no idea what you were talking about, and would tell you that they had no flights in their systems for your surname and that PNR - but this would not be unusual.

Are you sure you're not just asking Iberia/checking their website with the WRONG PNR???

I recently travelled on a ticket bought via a travel agent and issued on Virgin Australia stock; although none of the sectors were actually operated by Virgin Australia. The TA used Amadeus, and hence I had an Amadeus PNR - this was also the PNR used by airberlin (for their flights on the ticket). Virgin Australia, however, had a completely separate, non-Amadeus PNR (which is mentioned in the confirmation, but you have to go looking for it). When I checked in with Etihad, who operated the remaining flights under VA flight numbers, it turned out that they had another PNR, which was separate to both VA's PNR, and to the TA/AB's PNR, and which I only discovered once I checked in with Etihad as the operating airline. Nowhere had this third PNR been mentioned anywhere, in the confirmations, or when I looked at my booking via AirBerlin or Virgin Australia's websites.

Hence, my TA-provided Amadeus PNR only worked when using CMT or the Air Berlin website - using this PNR with Virgin or with Etihad gave me the "no booking found" standard error. My single itinerary therefore resulted in the creation of 3 different PNRs, one each for each of the airlines involved, and each airline said "there is no such booking" unless you use the right PNR for the right airline. It is not always apparent that this happens, and I suspect this is what has happened in your case.

In short: even if you cannot get Iberia to confirm the existence of your booking in its entirety, the fact that any/all of: Travel Agent, TAM, LAN confirm the Iberia flights, means that you have nothing to worry about.

Only if the Iberia flight is missing when you consult your itinerary via your Travel Agent, LAN, or TAM, should you be worried about this.