Complaints

This profile includes complaints for Iberia Airlines of Spain's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Iberia Airlines of Spain

  5600 Mannheim Rd Terminal 3 East Lobby Chicago, IL 60666-1007

• 

  Iberia Airlines of Spain

  455 N. City Front Plaza Drive Chicago, IL 60611-5503

• 

  Iberia Airlines of Spain

  6250 N. River Rd Des Plaines, IL 60018-4247

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I experienced this issue when checking in for my flight from ****** to ********. There is a layover in ******, before a small flight over to ********. Firstly, I received my email to check in to my flight 34 hours before (a phone representative later told me I should never have the option to check in outside of 24 hours before my flight). As I was going through the check in process, I was presented with the option to upgrade to business class for a fee. It did not specify if it were only for one of the two flights, so it was implied it was for both. The price seemed reasonable, so I decided to upgrade. Upon completing check in, I noticed my boarding pass for the ****** to ****** flight still had us in economy. When I checked the receipt for the upgrade, it showed as only the second/shorter flight (which again was not specified on the website). I immediately called Iberia to tell them of this mistake and was told there was nothing they could do - they would not refund me and move me back to economy. I called multiple times asking for a supervisor, to be put on hold, and then hung up on. I finally did speak to someone who said I would need to file a claims complaint through their website which I completed. I received a response promptly, but again denying my claim and blaming me for not reading their website properly. I am a frequent traveler (not of Iberia), and would absolutely have noticed if the website had shown the upgrade was only for one flight. Not to mention the security risk of allowing check ins much too early, this feels fraudulent and deceitful. I am just looking for a refund for the upgrade (would be happy to be moved back to economy, but they will not make the change) and am filing this complaint so that others are not taken advantage of the way I have been. It is not a large amount of money, but more so the principle of their business practices.

• Initial Complaint

  Date:01/03/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** had several problems with this airline. To start, when I landed at my destination, it took them 4 days to deliver my checked baggage. They have offered no compensation for this delay. I had a first class ticket for my return flight from ****** to ***. They waited until I arrived at the gate to board the plane to tell me and about 5 other passengers that we had been downgraded from first class to the lowest level economy seats. They offered no other alternative but to take the downgrade, and gave us no warning that this downgrade was forthcoming so that we could make alternative travel arrangements. At every step of the way, Iberia has made every effort to provide the worst service possible with absolutely zero transparency. Theyve made flying with them a nightmare and have not delivered on what I paid for in any way. In addition, I have had to deal with considerable stress (including not having clothes for 4 days) and additional effort on my end to try to deal with their impossible customer service to reach an acceptable resolution with this airline. All of these efforts have so far been unfruitful. Given the added emotional distress and effort Ive had to expend, I feel I am certainly entitled to a full refund of the price of my round trip from this airline.

• Initial Complaint

  Date:01/01/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm running out of option and have to opt for BBB. On my J-Class flight in Dec 13 2024, my checked baggage was arrived almost 2 hours late at the airport carousel in ***. It only happens to this particular flight, IB0118. I'm not sure what is going on with the transfer time because no explanation or assistance is given at all ! This is very disappointing and ridiculous and never have I waited for that long for my baggage to arrive. As I have a connecting flight with different airline on my next leg, I do not have time to file a PIR or contact customer service at the airport. This delay results in me having to pay out of pocket for trip modification and all the distress having the next connecting flight in mind. I think it only make sense to demand for Avios points compensation for all the troubles I have to go through.

• Initial Complaint

  Date:12/30/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had 2 flight ticket numbers----075-1425077243 and 075-1425077242 when we booked a flight nearly 9 months in advance from ******* to ******. We had paid for upgraded seats on the return flight segment from ****** to *****. When we checked in the day before the flight, those seats had been given to another passenger, and we were not provided comparable seats to those we had paid extra for, and were assigned lesser seats. We went the day before 10/05/2024 our flight and waited in a 90 minute line at the airport in ******, only to be told that there was nothing that they could do, and we would need to seek out a refund once we returned since we were given "normal" seats instead of the upgraded seats we had paid for. For 3 months after returning from the trip we have been given the run around by Iberia. Every time we call they give us a different story and ask us to submit a claim online, which we have done multiple times. After at least 6 different calls to Iberia, we finally got someone that escalated the concern and told us that our refund had been issued back to the credit card we purchased the tickets with. After another billing cycle and no refund we called to ask Iberia if they could confirm the credit card they refunded it to. At first they couldn't confirm, but then after a few more phone calls and explaining that we were growing tired of the run around they said they could email us a report of the refund. They had refunded it to someone else's account. When we told them it was not our credit card, they said there was nothing more that they could do. We had paid for 2 upgraded seats in the amount of $62.43 EACH, for a total of $124.86. At this point it was no longer about the refund, but about their lack of trying to assist us with a change THEY made and money they took from us. We want to report them because we want others to know about their extremely poor customer service and tendencies to take money from their customers.

• Initial Complaint

  Date:12/30/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had 2 flight ticket numbers----075-1425077243 and 075-1425077242 when we booked a flight nearly 9 months in advance from ******* to ******. We had paid for upgraded seats on the return flight segment from ****** to *****. When we checked in the day before the flight, those seats had been given to another passenger, and we were not provided comparable seats to those we had paid extra for, and were assigned lesser seats. We went the day before our flight and waited in a 90 minute line at the airport in ******, only to be told that there was nothing that they could do, and we would need to seek out a refund once we returned since we were given "normal" seats instead of the upgraded seats we had paid for. For 3 months after returning from the trip we have been given the run around by Iberia. Every time we call they give us a different story and ask us to submit a claim online, which we have done multiple times. After at least 6 different calls to Iberia, we finally got someone that escalated the concern and told us that our refund had been issued back to the credit card we purchased the tickets with. After another billing cycle and no refund we called to ask Iberia if they could confirm the credit card they refunded it to. At first they couldn't confirm, but then after a few more phone calls and explaining that we were growing tired of the run around they said they could email us a report of the refund. They had refunded it to someone else's account. When we told them it was not our credit card, they said there was nothing more that they could do. We had paid for 2 upgraded seats in the amount of $62.43 EACH, for a total of $124.86. At this point it was no longer about the refund, but about their lack of trying to assist us with a change THEY made and money they took from us. We want to report them because we want others to know about their extremely poor customer service and tendencies to take money from their customers.

• Initial Complaint

  Date:12/29/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scheduled to fly Iberia Airliens on October 12, 2025 and to my surprise, I was bumped from the seat that I had specifically selected and paid for. Upon inquiring about the possibility of upgrade to a better seat, I was informed that no such option was available. Instead, I was downgraded to a coach seat without any prior notification.What is more disheartening is that my traveling companion, who was booked on the exact same flight and encountered the same circumstances, was able to cancel her ticket and received a full reimbursement without *********** is perplexing to me that Iberia would treat customers with identical situations so ************** a paying customer, I believe it is reasonable to expect that the seat I reserved and paid for would be available to me on the day of my fight. Additionally, I would hope that any changes to my seat assignment would be clearly communicate in advance, rather than discovering the downgrade myself.I am disheartened by the unfair conditions and inconsistent treatment that I have received with Iberia Airlines.I am seeking a full refund and look forward to a resolution that reaffirms my faith in the values and commitment to customer satisfaction that ********************************************* claims to represent.

• Initial Complaint

  Date:12/26/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight through Iberia from *******, ****************************************** on December 11, 2024, and there were may complications.Iberia Plus Member: FQTV IB ******** Ticket number: 075-1435042462 Booking Code: OHOFKN Also OHOFKN The first part of the trip from ******* to *** was by Jet Blue. Jet blue cancelled the flight due to bad weather at *** and instructed me to buy a ticket with *****. Somehow Delta was flying to ***, but Jet Blue was not.I was told I would get a refund, but I did not get one. Since the ticket was purchased through Iberia and I paid Iberia. Since I had a family meeting in Spain, I purchased a ticket to *** from ***** for $************ was late getting to **** and I lost my connection to Iberia FLT 326 which was to leave *** at 9:00 p.m. When I arrived, at *** I went to the Iberia counter, but it was closed, although all the counters for other airlines were open. I had to sleep in the airline counter area, which had no seats, since security checkpoint was closed.I had to call several times since the call was disconnected. I was finally able to speak to someone who informed me that there were no available seats at ***, and I had to fly to *****, ******* and then connect with Iberia to get to ******. I finally arrived at ****** on December 13, 2024. I tried filing a complaint through Iberia website several time and every time it produced an error.I spoke to an Iberia agent by the name of ***** on December 26 at around ***** a.m. nd he was very rude. Refused to let me speak to a supervisor when asked several times. Finally, he told me a supervisor would call me back. A supervisor never did. I am seeking:A refund for the Jet Blue ticket canceled A refund for a Delta Ticket for $148.48 Compensation for all the problems described for $600.00 Please acknowledge receipt of my complaint. You may refund my **************** credit card I used to purchase the ticket. You may also send me a check to my address shown above.

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, on September 27th, 2024, my family and I were supposed to travel on a flight from ****** to ********* at 7:15am. I was charged to my credit card, $366.37 USD. When I arrived to the airport, I was told that my reservation was cancelled. I was heartbroken as we had plans in ********* in the morning as we planned ahead with booking this particular flight. I was only given a temporary booking code: L2132. It was a mess to receive assistance and I was not given an alternative to fly on a later flight. I am seeking compensation for this issue as I had to spend money on transportation unnecessarily to head to the airport. It was incredibly insensitive and unprofessional to not provide a confirmation or any kind of information to give me a heads up.

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought tickets from Iberia on January 29, 2024 for two round trip tickets to *********. Both tickets were for premium economy. Our first flight was on July 11, 2024 and at the gate we were told that we were downgraded to economy. We were given a copy of Iberia passenger rights which had a highlighted section saying that we were subject to a 75% refund on our original payment. On our returning flight (July 23, 2024) we were downgraded once again. I was told to file a claim in order to get a refund. When I got a response back I was given les than half of my original payment. Iberia has single handedly ruined my vacation and is willfully withholding my compensation. This company sells tickets on order to fill the plane than they resell already purchased tickets at a higher rate in order to get a bigger profit. This is not how an airline should do business and they should be punished for their actions.

• Initial Complaint

  Date:07/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the round trip ticket from ********* to Spain with same airline company on their official website. The first leg from ********* to ******* delayed . The time it landed is one minute before the next leg depart. I cant get out of the cabin until 45 mins later. There is no way I can catch my next leg and all trip after have to be rebooked. They rejected to rebook for me to let me go Spain. They said no flight in next few days. Ok but we can send you home. We will give you full refund. Then they send me home by a flight from ******* to *********. And I keep calling customer service. They keep telling me refund no issue. Just takes time. On July ******************************************************************************** I liable for full amount as they sold me the ticket but I havent use it. Man. How can I use it if you delay me ! And reject rebook me ! And now reject refund me. You guys are not running business in honesty way. I hope you bankrupt soon. Becuase thats the only way you can escape from paying me back for my refund. You guys fraud on cheating me to trick me go home rather than rebook me and I lose $2 k. You either pay me back. Or I will file a lawsuit with consumer dispute lawyer. You guys *****. Get out of our country if you cant be honesty doing business here !