liverpoolA

Evening all,

I was hoping some can help me, I'm trying to get hold of an email / physical address for Iberia's new CEO or anyone at the board level. I have spent the last 4 weeks trying to reason with Iberia's non-existent customer service to avail.

Thanks in advance.

bhomburg

https://www.elliott.org/company-cont...eria-airlines/ This is up-to-date.

liverpoolA

Thank you😊.

I sent an email to the new CEO's address listed on this page over 10 days ago. It was completely ignored, not even an acknowledgement which I find very strange.. I thought maybe the email was incorrect

Thanks again for replying.

StevenSeagalFan

What are you trying to contact about? A short and concise email is usually best.

LupineChemist

In Spain a formal complaint will usually get you far further than trying to talk to people who are clearly not interested in talking back. Quite frankly any airline CEO just won't concern themselves with an individual customer issue unless it's something that becomes a PR problem. And escalating like that outside of normal procedures in an email that certainly won't be read won't help your case of being reasonable.

https://www.iberia.com/es/customer-relations/

There's your best bet for getting a response as they are required to respond and government can fine them if they don't.

LondonElite

I’d love to hear the details.

In all likelihood, the email that you sent was read by a secretary and then forwarded to customer services. Or not. The CEO never saw it.

craigthemif

This thread title should be: DYKWIA? Yes, we do... which is why we ignored your email...

As you say, the best case scenario is that the email finds its way to customer service, who then MIGHT pay a bit more attention because it came via the CEO's office...

LondonElite

I have a client who, whenever there was a mistake or minor problem with one of his investment accounts, would, after having a minor fit with his account manager, write an email to the CEO of the investment firm, whom he knew well, asking him to resolve the problem personally. Now these were typically minor account admin issues in a large firm with several hundred billion under management.

One evening we had dinner with the CEO and, after a few glasses of wine, the CEO tells my client that it really makes no sense for him to send these admin emails to him because these are monitored by a team of secretaries and anything that was operational was sent on to a specialist team which his account manager had already of course been in touch with. He only knew about the emails in the first place because the system was set up in such a way to allow known contacts through to his desk. Had it been a complete random person, the email would not have reached him.

Often1

This.

In any large organization, everything gets routed into the CRM database. No matter whether it is hand-delivered by messenger to the CEO's home address. It simply gets scanned in and routed (just takes longer). Some organizations make a fuss of responding via the same front line person taking on the persona of a "senior executive team member" or some such.

Given what IB and other carriers face these days, any CEO spending their time on individual complaints -- other than from someone with funds to bail the enterprise out of its financial depths -- ought to be terminated.

liverpoolA

Thanks everyone for your responses. Some very valuable insight indeed

I wasn't trying to fast-track my complaint or push for favorable treatment. It's merely desperation having failed to speak to anyone at Iberia. I spent hours on the phone just to be told to email as 'the matter can only be looked into by a specialist team'. Then a few days later I get a robotic response from the 'specialist team' saying that the computer says no.

I was hoping Iberia has some sort of exec complaints team who will actually spare a few minutes to speak to me.

For those curious about the subject of the complaint, it's Avios-related. They expired 500K of my Avios incorrectly.

Thanks again for all the responses.

Often1

You have asked IB to restore Avios which IB maintains are expired and you maitnain have not? IB responded by saying "no," e.g., we are correct and you are wrong?

If that is the case, correspond in the form of a Letter Before Action (only if you are willing to follow through) or forget about it.

liverpoolA

Yes, that's exactly what happened & thanks for the advice. I'll follow up accordingly.

craigthemif

So what is the earning or burning activity you made within the last 36 months that isn't showing as activity?

London Dude

I would write a carefully worded paper letter and I would mail it to the CEO at the company's HQ whose physical address is generally known. He/she won't read it but one of their personal assistants will and either they will bring it to the CEO's attention or more likely they will forward it to a high-level exec who might help. This approach helped me resolve a couple of grievances I'd been having with BA (over dismal service in F during a strike) and with Vodafone, which concerned a £900 mobile phone bill for the alleged use of a ridic 1.7 megabytes of data (yes MB not GB! this was in 2006) while on holiday in Greece. I had disputed the charge and didn't get anywhere with Vodafone's customer support, so I eventually settled the bill and moved to O2. A few months later I was at a Goldman Sachs investment conference and I heard Vodafone's then-CEO pontificate on how important their customer service was to him. That's when I decided to write him a letter to let him know why I'd left Vodafone after 12 years and what I thought of his vaunted customer service. I also enclosed copies of the itemized monthly statement that showed the £900 charge for 1.7 MB of roaming data. About a week later to my astonishment I got a call from a Vodafone senior manager who said they'd reconsidered and they would be immediately refunding the £900. When asked why he refused to say lol.

liverpoolA

I have been toying with the letter idea for a few days now. Thank you, I might give this a try.