Originally Posted by
Yllanes
Before going to AESA, you have to make a claim with Iberia. This should be the link:
https://www.iberia.com/web/program.do?menuId=CEATCL
Then, when they deny it, you can go to AESA and attach Iberia's response (or a copy of your complaint if they do not reply in a month).
It is a simple process (you only have to fill two forms, Iberia's and AESA's), but you should be prepared for it to take months, even if the delay was Iberia's fault and you are entitled to compensation.
Thank you, I did fill in this form and this is the response I got back today:
Dear Customer,
We apologize for the inconvenience caused by the incident on your flight IB8809 dated 10/03/2019.
In order to carry out our daily operation, we depend on external factors that are beyond our scope of control and before which we have no possibility of action. Our main objective is to offer a better service to our customers every day and reduce the impact of these factors on their experience. Unfortunately, and despite our efforts, in this case we were not been able to prevent our customers from being affected.
We thank you for your understanding and reiterate our apologies for not having fulfilled your expectations.
We hope your next flights are satisfactory. Thank you for continuing trust in Iberia.
Kind regards,
Iberia Customer Support
It looks like they are saying it was "exceptional" however, they had options to get my to my destination closer to on-time by rerouting me from Malaga when it was clear I'd miss-connect, and avoiding Madrid entirely, the refused to do so, which is what caused me a 14 hour delay. They did accommodate with hotel and meal. The issue was Madrid is suffering delays due to runway construction, however, how is the exceptional, when it's known and should be planned for?