Hi guys,

I recently had a flight with Iberia from ORD-MAD (Premium Economy) and then MAD-LHR (Business), both tickets booked using my BAEC using Avios (HUGE mistake as I didn't realise I could transfer Avios from my BA to IB account to pay lesser tax!). Anyways.

So my BA issued e-ticket issued showed my baggage allowance for all flights is 2x32 kgs. Prior to that, I had a transit in Madrid on the 10th of March and asked Iberia ground staff whether my return baggage allowance is 2x23kgs as a standard for IB Premium Economy or go with what my e-ticket has said- 2x32kgs as I am a oneworld Sapphire member. I went with the latter.

Fast forward to the 14th, upon checking in at ORD, the rude check in agent has told me that my bag was overweight (my bag was 25kgs- a mere 2kgs) and I have explained to her that using my oneworld Sapphire status, my e-ticket has stated 2x32kgs. SHE COMPLETELY DISMISSED AND DID NOT CARE and immediately told me to step aside to repack my suit case or pay USD 100. It was evident that I had a small backpack. I insisted that I hold oneworld Sapphire status and should be entitled extra baggage allowance. Yet, she ignored my status and THREATENED to not check me in and get security for my 'disruptive behavior'. I had no choice but to pay the USD 100 because I needed to get home to the UK as Spain was going in to a lock down. I also politely asked her if she could check me through as I believe IB can through check for IB to IB flights in two separate tickets and she said no and have told her I have not had this problem before with other oneworld airlines i.e CX to IB using two tickets.

I have emailed Iberia Customer Services and took ownership of her unprofessionalism and said they can't process my request for a refund.

It is such a shame because I have actually enjoyed IB premium economy and long-haul business product compared to BA and have really enjoyed the interaction I had with the crew on board. The ground staff has completely ruined the whole Iberia experience.

So my question is, who is in the wrong?

PLEASE post sensible and NON-CONDESCENDING responses.


Thank you all and stay safe.