EDIT: I just realized what it must be. When my name appeared on tickets [husbands too, and from what I gather many others]
they used our last name twice. Debit NM NM and of course my passport says Debit NM.
Their glitch and they are using it to get out of the deal

Now what IF my avios get posted? Not going to want them after receiving this email to my husband.

"Dear Mr. _____

Please accept our sincere apologies for the inconveniences we may have caused you for not being able to respond until today the e-mail you sent us few days ago.

We correctly received your documentation, however, we are sorry to inform you that the details of your identification document do not match your Iberia Plus account information. Therefore, it is not possible for us to activate your account.

As an exceptional case, we inform you that you can request the total refund of your bookings (no extra charges).

In case you are interested in proceeding with the cancellation, please indicate us through this via your ticket number and the Iberia Plus account. The deadline to request the refund of your reservations is July 31 2018.

Kindest regards,

Your Iberia Plus Service Center."
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Perhaps it was a typo, who knows. Perhaps nothing at all. I can't even see it to know.

As I had posted previously in this thread. I intend to fly all of my IB bookings next year - 5 round-trips to/from MAD booked as one-ways over a 2-day period. Surely that is consistent and flyable.

As a new IB Plus member, I had sent in my identity verification, as well as booking details. On the latter, you would think IB has your booking details already.

My account is still unlocked but no bonus avios have posted yet. Should I contact someone or be patient?

any idea what doesn't match? Your email is different than the one posted by others.

wondering if it is the repeating the last name because of the IB+ program setup.

I believe that is what must be causing the "non-matching identity information" I have edited my post above .

Same here and they never answer email, take them 4 days between each message on facebook and twitter and the Call center answer is : "it's another department dealing with this, sorry".
Now I wait for either the miles either a pathetic email regarding inconsistencies in order to decide what is the best to do. Question of principle. I have ethics in business and expect others to act the same way : professional, ethical and respectful of contracts and T&C. Period.

Got a friend with an even more crazy story : old account (status with them) > points posted on Monday > today tickets refunds and points removed without asking him if he wants to fly (I understood he wanted to fly 5 out of 10 or something like that).

Guys, it's just the beginning of the story... pop corn time Is not over ;)

it's their system that caused last names to be repeated. I did not fill in the second surname section ... their system did. Guess I'll be getting that email soon.

I wish one of our blogger friends would start writing about this and get some publicity.

Lucky did today : https://onemileatatime.boardingarea....consistencies/

No second surname on my etickets, e-mail requesting ID and tickets, acknowledged, nothing further yet. OMAAT has written about it

When I registered my account it asked for First Name and there were 2 different fields for last name.

On the first field I put my last name and on the second I ended up putting my middle name, so my name there is shown like this: FirstName LastName MiddleName.

Could this invalidate and cause the inconsistency everyone is talking about?

I have already received the new pin and an email from Iberia:

We correctly received your documentation and we would like to inform you that we have proceeded to activate your Iberia Plus account and to generate a new temporary access PIN code for you to enter into your Iberia Plus personal profile. You will receive it soon on the e-mail address associated to your Iberia Plus account.

Keep in mind that this is a temporary access PIN code; therefore, you must change it once you enter your profile.

Lastly, is it important to mention that we are still verifying all the information included in your bookings in order to confirm if you are eligible for crediting the corresponding Avios. We kindly ask you to wait a few more days.

We are sorry for the inconveniences this may have caused you.

We hope to continue with your reliability and take this opportunity to send you our warmest greetings.


My thought is that since I received this email saying that my account is now active, it means that they accepted my registration (if they said my name didn't match than why unblock my account?). So now they are checking my actual bookings (date, ect..) what do you guys think?

Not sure if anyone else is going through what I'm going through, but I had an old IB account, booked ten flights when logged in to my account on June 24 but have yet to have any points posted, nor have I had any emails from them. I logged into my account today and realised, that despite being logged in when booking them, the IB number wasn't on the bookings. So I've now added the my IB Plus number to all the bookings and am hoping that the points will get automatically posted.

Anyone else going through this and have any advice?

Did the confirmation emails show your IB#?
If so, you probably have a case. Start by emailing them requesting credit as you were eligible, but somehow the system did not include your IB# - even though you were logged in at the time. Include each of the email confirmations that contain your IB# - not the e-tickets as those do not have IB#s (yep, odd, but true).

I think this is what happened to my account - created almost a year ago, transferred some Chase points previously and account got activated. Took advantage of the promotion and got 90K points in my account already. IB then reviewed my account and thought my booking were suspicious. Therefore, they cancelled all my bookings and sent me refund notice (I got all of them sitting in my INBOX now though I did not ask for a refund) - YES, bookings were cancelled by IB and I can not see any bookings in my account.

Points were still there but I guess they will be taken away. Shall I immediately make the booking then?

Use them and throw away the IB account when they drop you into the negative. My only hesitation would be if you have it connected to BA though.