oruvin

This is the worst company ever in my experience!

Impossible to contact over the phone - even if you are lucky to get pass through a voice recognition system to keep you on the line (without pre-recorded message to visit the website), nobody is answering and after some time system hangs up on you. Was trying to call multiple times in the morning, afternoon, evening... so-called 24/7 (NO!). One time I actually managed to get to an agent and the only solution was to send an email to [email protected]

Emails to [email protected] are being ignored as well! Straight away after the email, I receive an automatic reply that my email was received, but 2 days later I receive another email saying some crap that "we haven't been able to access your email, please use website worm". So I'm using website form and 2 days later receiving the same reply that they weren't able to access my email! Nonsense!

How to get Avios and money from them back for cancelled flights?!

ned

Have had the same experience. Can not get a coherent response from any of the email addresses provided.

kingcole974

Apologies for double posting, but I have experienced identical issues.

Is there an Iberia rep on this board? Surely they don't want their company being talked about publicly like this?

Like others, I'm anxious for a refund for Avios and taxes for a flight that was due to fly in August.

Has anyone tried the CEDR route to get refunds?

AirbusA350

Genuinely it does seem Iberia don’t give two hoots about their PR or customer experience and are happy being a very average airline on their good day and if they achieve that, then that’s job well done! Shame as they do have the facilities (MAD is a great airport), modern fleet, part of a very stable group of airlines, to be a truly great carrier, but there are just so many issues in so many areas that I’m very skeptical of any genuine turnaround in customer experience! I would love to be wrong…

kingcole974

I'm still without luck. A week ago I did finally get a human response on Facebook Message. I was told someone would be right back. That was 5 days ago.

I can't believe there isn't another way. Had this been a purely cash booking I would have gone down the chargeback route, but I need my avios back

rdlmitedu

Is this normal for Iberia? I couldn't fly today due to covid (sigh....), I contacted them several days ago, never was able to get through on phone, twitter DM gave me some information and I emailed the email address provided, was asked to re-send the document multiple times to include my passport number, etc., which I did, and then nothing after that. It's only ~$950 or so for the ticket, so it isn't the end of the world, but I specifically booked it months ago knowing covid was a possibility and they had a covid-specific cancellation policy.

Not sure at what point I should call Amex and do the chargeback route. I guess I'll give them until next week, but it's constant irritation until then.

What I sort of hate is I'll be flying Iberia extensively in the future (SJU-MAD-LIS, as I live in SJU and am buying property in LIS), and have a bunch of the CMN-MAD-LHR legs booked on IB as well over the next year. If they're this bad for customer service all the time I'm going to regret this decision and just fly TAP via NYC or something instead.

ArtemisTravels

I've had luck contacting Iberia via Twitter messages. Takes hours if not days, but eventually I get a reply and if I respond quickly enough I can sometimes get a resolution before it goes back into the queue until the next agent picks it up. Posted a complaint today about my credit redemption period being shortened. There's a check next to it, meaning it's in the queue so I hope I'll hear from them - eventually.

rdlmitedu

Yes, I just got my problem resolved (with a voucher) by Twitter. The Twitter IB team is now my first choice when dealing with IB. Thanks!

Anthonyy7

I've been trying to reach someone for a couple days now because my flight has been canceled. I've yet to received any email or notifications but the flight itself is gone and I no longer can access the booking. I sent email through the contact form, message on twitter, no response. Finally today @ 9:40a PST I reached a young man I spoke to in the past. He confirmed the cancellation and was polite however the process was extremely slow. It seemed like he was working from home? It took 20 min for min to confirm I'm due for a refund and another 15 min for him to process it. I got a confirmation number so we'll see what happens.

phant0m

Was able to get a person on their US line after 2 calls. 1:38pm PST.

fttc

Anyone knows how to file a delayed or lost luggage compensation request? The Spain numbers only provide Spanish automatic messages and the US reservation number doesn't care about it. Any other email address that I can use? Thanks.

Sadly I didn't realize how crappy this airline is before hand. At least I don't have any Iberia avios. Was thinking about getting an Iberia Plus card before, but definitely not now. Seems to me the risk far outweight whatever savings those avios provide.

phant0m

Well its been about 2 weeks now and my refund has not processed nor have the points returned to my account.

Anthonyy7

It took 7 days for my cash refund but I had to call back for the miles and those were instant.

phant0m

I called back and they put me on hold for about 30 minutes as they manually processed the refund of the cash and miles. They didn't charge me a fee for the redeposit.