Well - let me tell you:
1. We waited 2 hours in the queue at Customer Service Desk, when the customer service agent just got up and walked off - after 16 of us had been queuing! We then had to move to another line and wait for a further 30 minutes.
We searched the new terminal for other showers - but the same story - the terminal had opened to the public before the facilities were finished. Unfortunately we do not speak Spanish, and the terminal staff at a supposed International Terminal do not speak English very well. So by 3pm when we got to the Lounge and asked if we could go to Madrid, we were told we could not leave the Terminal. Like the polite English people we are - we accepted this was true. You must really not defend bad service just because it comes from your own country. There is bad service as well as good service in England. By 3pm in the afternoon and having started our journey at Heathrow at 7.30am we were exhausted. Our complaint is simple. When we arrived for the flight we found as Business Class passengers we had been told to stay in the terminal without shower facilities - whereas the economy passengers were given Hotel rooms. Iberia simply refuse to answer our questions. In addition to the Customer Service staff being rude - the airline has signed up to answer complaints with 28 days - not 4 months later. It is simply not good enough to shrug your shoulders and say 'this is Spain'. Standards will not be brought up to acceptable levels anywhere with this jingoistic attitude. We received terrible service, were badly treated, and no-one will even acknowledge our complaint. This could have happened anywhere - but it happened in Spain - get over it!!!!