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Business Profile

Airlines

Iberia Airlines of Spain

This business is NOT BBB Accredited.

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Complaints

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

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Iberia Airlines of Spain has 3 locations, listed below.

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    Customer Complaints Summary

    • 19 total complaints in the last 3 years.
    • 10 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/18/2024

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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 called iberia May 14, 2024 to make a basinet/cot reservation. I was told it was done, looked like me and the agent were bot fully understanding each other but to my understanding it was reserved on my ticket. I called again on May 18, ************************************************************************************************************************************************************************** that i no longer had the reservation of the basinet, so i asked for an explanation that he was not able to provide and i requested a supervisor that he refused to transfer me to. He placed me on mute without saying anything and then kept me on and off hold for over 15min not talking to me or providing a solution or supervisor. He will stay on mute all the time bot talking im guessing waiting for me to hangup, since i didnt he eventually did. I find this unprofessional and evasive.

    • Initial Complaint

      Date:05/16/2024

      Type:Product Issues
      Status:
      Unanswered
      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 flew to ********* Spain in February 2024.I did not have my suitcase four out of the five days I was there. I purchased a few pairs of yoga pants, a couple T-shirts, scarf sweater, toiletries something to sleep in they will not reimburse me for a pair of gym shoes. Its been one excuse after another stating that they will not Honor a receipt from a souvenir store I couldve went to ***** and spent a ton of money at the fine quality stores they have over there, but I chose some cheap stuff to get me the excuses. The dates arent on the receipt which they clearly are. Please help me. !!

    • Initial Complaint

      Date:02/26/2024

      Type:Product Issues
      Status:
      Unpursuable
      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.
      On the 14th of October, my wife and I missed our connecting flight from ****** to *****, (IB 6123), in which we had Business class seats ******* assigned. We missed our flight as a result of a 12-hr flight delay with our connecting flight from Las Palmas Gran Canaria to ******, (IB 3835 was delayed due to a parts problem with the plane). We had to stay in ****** overnight and catch the next IB 6123 flight on the 15th at 11:40am. However, when we arrived in ****** on the night of the 14th, the Iberia agent told us that there were no more Business class seats available on the next morning's flight, so he booked us on Economy seats ********** By the way, this flight ended up being significantly delayed too, (by 5 hours), also due to a parts problem with the plane! We therefore need to be refunded for the additional cost we initially paid when we booked our Business class seats on flight IB 6123 and ended up being downgraded to Economy, (on a very long flight), through no fault of ours. On 10/19/2023, our travel agent, *********, (through their agent AERTiCKET S.L.U.), filed a claim with **************************************** "BA NDC" - for reimbursement of the Business class seats, (since we had originally purchased the tickets through *********, we had to go through them to file the claim). When the claim was initially filed, AERTiCKET S.L.U. stated that it would *********** to 8 weeks to finalize the claim. It has now been over 18 weeks, and were still waiting to get reimbursed.Please help us with the airline so we can get this matter resolved.Thank you!

    • Initial Complaint

      Date:02/23/2024

      Type:Product Issues
      Status:
      Unpursuable
      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.
      June 25th approx. 12:25pm, purchased 4 tickets online via Iberia website for 7/2/23-7/14/23. Flight reservation number MEC1T (4 flights at $1,056.65 each.... totaling $4,226.60) Within minutes of completing purchase, one of the passengers informs me I had the wrong departure date. Immediately called Iberia **************** ***************) to correct. On the phone for 22 mins (12:32pm-1:04pm). **************** rep provided a cancellation confirmation number (20230625-38820340) stating the reservation was canceled and a refund would be issued within **** business days (due between 7/4/23-7/10/23). Total amount to be refunded was $4,226.60. Refund never hit account. Upon concluding the cancelation call, I rebooked 3 flights for 7/7/23-7/14/23 on reservation number J1FJT (3 flights at $1,001.65...totaling $3,004.95), and for one flight for 7/8/23-7/14/23 on reservation J1G1P ($1,197.65). Since 6/25/23 cancelation call: Iberia never refunded the original flight reservation, which shouldve cleared the bank prior to any return flights on either flight purchases. Cancelation number is a valid reference number in their system and has been used numerous times when personally calling Iberia for status updates. The matter was escalated with Amex to assist as Iberia didnt properly cancel the res, duping me into buying 4 more tickets, then mixing up the reservations so at least one flight was used on each to justify the double charges as valid. Since the expectation was that the second flight purchases were the desired flights, Im requesting the original flight reservation refunded ($4,226.60). Everything that transpired after 7/10/23 contradicts the original information provided by Iberia on 6/25/23. Iberia claims that the return leg was used is an effort to invalidate my claim and thereby scam me out of an additional $4k+. Amex was unable to clear up the matter on my behalf due to the run around from Iberia.

    • Initial Complaint

      Date:01/31/2024

      Type:Product Issues
      Status:
      Unpursuable
      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.
      Name of passenger: ******************************************* Flight Number: IB6252 Reservation: NMJR4 Ticket Number: 075-1417783484 Itinerary: *** to ****** Flight date: 12/20/23 I am writing to express my profound disappointment and concerns following my recent Iberia flight on December 20, 2023, from JFK to ******, Spain.Despite having paid for an extra legroom seat, I was assigned a regular seat at the back of the plane upon arrival at the airport. This experience left me deeply dissatisfied with the service provided. I contacted the company in January expressing my concern, and they audaciously responded on January 21, 2023 as attached in the email with a blatant refusal to issue a refund. Furthermore, they have admitted to their mistake, referencing an entirely different flight in September 2023. This level of incompetence and disorder is utterly unacceptable. I refuse to bear the consequences of their unprofessionalism and disarray.Amount Paid and needed to be refunded to me: USD ***** I urgently request a refund for the extra legroom seat and wish to emphasize the gravity of my dissatisfaction and the potential impact on my loyalty to Iberia.Iberia's immediate attention to this matter is not only appreciated but necessary to address the serious concerns raised.Thank you,

    • Initial Complaint

      Date:12/11/2023

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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.
      Iberia broke my checked luggage.

    • Initial Complaint

      Date:12/05/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Please refer to timeline and granular details within uploaded PDF file. Synopsis is, I had booked a trip from ********* to ******** to ******, round trip October 29, 2023. I contacted Iberia to see if I could, instead of going from ******** to ******, could I purchase another ticket, one way, from ******** to Valencia (and abandon the second leg of my trip to Spain). I was told by an Iberia rep that, yes, I could. And it was further confirmed by that rep (on a recorded line), that I could check my luggage from ********* all the way through to Valencia (even though that was a departure from my original itinerary). I purchased the one way ticket based on Iberia's confirmation that luggage could go to Valencia. I contacted *************** (the actual carrier for all flights purchased from Iberia) and BA confirmed that the information provided to me by Iberia was indeed incorrect, luggage could only go to ****** rendering my ticket to Valencia useless. I want a refund for the one way ticket from ******** to Valencia. Please refer to details in PDF upload but I contacted Iberia immediately WELL before the flight in question occurred. Iberia has yet to resolve the issue or even contact me with status. Please note Iberia's **************** Plan documentation provided on uploaded PDF.

    • Initial Complaint

      Date:12/05/2023

      Type:Product Issues
      Status:
      Unpursuable
      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.
      On July 2022, my travel agent (****** @ *************, ************ **) bought a ************ -****** plane ticket for me and my wife for 2850$ to travel on September. Unfortunately, due to lower back problems, I was unable to travel and had to change my ticket. The new ticket (included my daughter) was bought on January 16 for travel on May 2023. My agent informed me that the change fee was 300$/ticket and that Iberia would reimburse (2850-600)$=2250$ to my credit card within 4-6 weeks. Finally on Feb 28, an email saying that the case would be settled within the next seven days arrived with expedient case number:P20230301-34840337.We waited for 6 more weeks and informed our agent that no reimbursement had been done so she decided to call Iberia to see what happened. On June my agent tells me that Iberia had sent a voucher to my e mail. After verifying I wasnt able to find anything from Iberia, voucher or reimbursement. On October, my agent informs me that she had talked to Iberia in ***** and that the problem was going to be settled soon. To date, Iberia still has my $2250 and I dont know what to do to get my money back.

    • Initial Complaint

      Date:08/24/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Created profile/online cabinet with Iberia Plus on 8/14/23 Transferred point to book flight ****** points on 8/14/23 On 8/15 I was trying to access my profile/online cabinet to book my flight on Iberia Plus and I couldn't. Tried to reset password and website would show me an error. My fiance called to Iberia to solve the problem on same day 8/15/23. Over the phone they said we need to wait 5-7 days for account to be approved. We did wait that time and we still can't access online account and points/money already transferred to that account which we can't access. We called Iberia maybe 15 times and they said to send an email to Iberia to open the case and we did maybe 2-4 times and no one got back to us about that issue. So we did send money to online account on ********************** Plus to book a flight, but we can't access the profile. **************** wouldn't help, online emails wouldn't help. It is a theft from the airline. I have reference number of my fiance calling them regarding that issue and email case number. So you can listen to their phone recordings.Phone call reference number ******** Online email case number G20230821-40259679 We need your help with this problem. Looking forward to hearing from you.Thank you,*****************.

    Iberia Airlines of Spain is NOT a BBB Accredited Business.

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