Family of 5 headed to Madrid then Barcelona from MIA. Wife and I in first using Avios, 3 kids in economy on AA saver awards. Booked 330 days out. Gate agent at MIA denies us boarding because I didn't have the exact credit card I used to pay the taxes with. I had 3 other forms of ID + 6 other credit cards, and chase app where I could show them the credit card and related statements showing where taxes were paid on account that I had digital access to. Gate agent and his supervisor still refused to allow us to board.

We then had to rent a car, drive 250 miles roundtrip to get the exact credit card, and fly the next day. Then it got even worse. Iberia refused to honor the kids (19, 17, 15) tickets so I had to cough up another 240k miles to get them on AA metal direct to Barcelona where wife and I would meet them.

Total cost to me. 240k AA miles, $130 for rental car and gas and tolls, lost day of family vacation time in Barcelona, 2 nights hotel room charges in Barcelona that were no-refundable at last minute, tickets for entrance to Sagrada Famila that were booked for our first day there

Iberia gate agent in Madrid where wife and I connected to get to Barcelona and meet kids told us that they should have allowed us to pay taxes with different card at a worst case condition

Iberia customer service (lol) response from a no reply email address
First of all, I would like to reiterate my most sincere apologies for the inconveniences caused.As we stated when you made the purchase, the card holder will have to show proof of their identity at the check-in desk on the day of departure. The card will only be required at the first starting point of the journey (not on the return or connecting flights). If this rule is not observed, you can not be admitted on the flight and may only board it if you buy a new ticket there and then. 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 Services


@iberia Total fail on your part. The plane was oversold and your gate agent looked for any reason to deny us boarding. Ruined the start of our first family trip to Europe. Your customer service then doubled down with no offer for compensation. Rest assured that this story will be told again and again for years to come over every social media platform I have access to.

Question for board, what happens if you close that credit card you used to pay the taxes or if it is lost and a new card issued with a different account number? Would you expect Iberia to deny you boarding and force you to buy a new ticket?

Does this happen with any regularity or just on flights that are overbooked?

@iberia are you listening or do you care?