I had a 1k booking directly with Iberia, they called me today to explain it was an error fare and offered a 25% voucher on top of a refund or an economy ticket. After the call I got the following email:
« Thank you for answering our call, for dedicating your time and for allowing us to express our sincere apologies in relation to the error that occurred when charging the Business class fare on our flights between Madrid and Santiago de Chile, which caused
your reservation to travel with Iberia under XXXXX
locator in favour of the following passengers:
Name and surname/s:
Passenger # 1
patvd
As we have explained to you over the phone, the reservation you made for us is the result of a totally involuntary technical error on the part of Iberia when loading this fare into its systems. The error consisted in registering it omitting the last figure of the rate, thus offering it at a tenth of its real value. The rate was only available for about 24 hours and was removed as soon as the error was detected. In no case was it a promotional rate, nor did Iberia carry out any advertising of it since in no case was that its intention.
In our telephone conversation we offered you as possible alternatives either to cancel your reservation and obtain full refund of the amount you paid for it, free of charge; or keep the reservation for the same dates and passengers but traveling in the Economy cabin. In both cases, and with the aim of compensating you for the possible inconvenience that we could have caused you, we offered to issue you a voucher with a 25% discount that you could use in future flight reservations and purchases of services on our Iberia
website.com.
Unfortunately, we have not been able to convince you to choose either of the two alternatives offered.
We hereby inform you that within [3 days] from today we will proceed unilaterally to apply the first of the options (cancellation and refund of your reservation and sending of the discount voucher). If prior to today you had incurred any
travel expenses (hotel reservations, car rental, connecting flights...) that could not be recovered, please let us know, providing the corresponding supporting documentary evidence of purchase (including cancellation conditions) and payment through the
claims form enabled on our website.
You can also contact us through our
customer service telephone center for any information you need in this regard.
Once again, we are sorry and humbly apologize for any inconvenience this incident may have caused you and we sincerely thank you in advance for your understanding
Yours sincerely,
Iberia Team »