Iberia Airlines ignoring emails and will not resolve problems that they have caused.

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Jul 2, 2018
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#1
Booked a return flight with Iberia (we all make mistakes) from Paris to PTP for October, returning in November. Iberia told me that they were changing the date of my return flight by 1 day. I know that I am not entitled to compensation under EU 261/2004 (as more than 2 weeks notice was given) but the airline still has a responsibility to provide a hotel, food and transport for the 24 hour delay. But Iberia are refusing to do this.

Next thing from Iberia was an email to say that I have been rebooked onto a budget airline (Level) instead. So I lose legroom, entertainment and also included onboard meals. Again, I have requested that Iberia rebook me onto a legacy airline, but Iberia have failed to answer.

Tried all the company contacts on the Elliott.org website, gone through the contacts but no joy from Iberia. It seems that Iberia just ignore emails, customer 'service' from them is terrible. I think that the next stage may be to start a court action against Iberia for failing to provide hotel, food and transport for the duration of the delay, and also a claim for compensation for the downgrade to a budget airline.

Views appreciated !

thanks.
 
Mar 17, 2015
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#2
While not due compensation under EU261, can you cancel for a full refund since the flight was moved more than just a few hours? If you can, you should be far enough out to still find decent fares.
 
Apr 10, 2017
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#3
While not due compensation under EU261, can you cancel for a full refund since the flight was moved more than just a few hours? If you can, you should be far enough out to still find decent fares.
Air France does offer 2 nonstop flights (both directions) between PTP and Orly on Saturdays in those months. I don't know your exact travel dates or how much more it would cost but it's worth considering.
 
Likes: Tanya
Jul 2, 2018
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#4
Thanks for your reply. I saw that I am not entitled to compensation under EU 261/2004 because more than 2 weeks notice had been given, but the airline still has an obligation under 261/2004 to provide hotel, transport & food for the 24 delay. But it is difficult because Iberia are not replying to emails, even the senior contacts have ignored my recent emails.

I would have thought that a reputable airline would have done things to help passengers. It was Iberia who cancelled my flight, and it was Iberia who rebooked me onto a budget airline (Level) both ways. But it seems that once Iberia has got your money, then that is the end of things. I am not sure if court action or disputing the credit card charge is the best way to go now. I expected better from Iberia, but I made a mistake booking with them.
 

Neil Maley

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Dec 27, 2014
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www.promalvacations.com
#5
A reputable airline might have. This is why I try my hardest to use a US airline whenever possible.

With foreign airlines there actually does need t be some kind of protection for consumers because they don’t do business like we do here. The airlines call strikes in a whim - Air France and Alitalia call strikes at the drop of a hat.

I try to use US airlines as much as possible even if it costs more.
 
Sep 19, 2015
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#6
Thanks for your reply. I saw that I am not entitled to compensation under EU 261/2004 because more than 2 weeks notice had been given, but the airline still has an obligation under 261/2004 to provide hotel, transport & food for the 24 delay. But it is difficult because Iberia are not replying to emails, even the senior contacts have ignored my recent emails.

I would have thought that a reputable airline would have done things to help passengers. It was Iberia who cancelled my flight, and it was Iberia who rebooked me onto a budget airline (Level) both ways. But it seems that once Iberia has got your money, then that is the end of things. I am not sure if court action or disputing the credit card charge is the best way to go now. I expected better from Iberia, but I made a mistake booking with them.
Honestly I would cancel the entire flight and get away from Iberia. Iberia continues to deterioriate and they are scaling it down as they try to compete with Norwegian. Iberia and British have the same parent company but I do not think BA serves that route. They are likely not going to put you on Air France as it costs more.

So is it worth it to fight for a 20 euro dinner voucher and breakfast voucher and a night in an Ibis hotel (if you are lucky) to be put on the lower amenity Level airline? Level is part of the same group as Iberia. The Iberia flight must not have been profitable enough.

And before screaming about Iberia being concerned only about profits— they are competing against the Ryanair and Norwegian airlines of the world — and how can these airlines be so cheap — for one thing, they base a lot of crew out of Thailand and pay Thai wages — or they base the crews in the US but the contracts are still out of the Far East. Or they have subcontracting agencies that supply the pilots.

Today I booked a flight from London to Rome — my choices for non stop were from Stanstead Ryanair, Gatwick Easyjet, Heathrow BA or Alitalia.

Ryanair I refuse (did it once and never again), Easyjet not interested, BA no because they charge for a cup of coffee (even if it is an expensive Y ticket, like my past same day r/t domestic UK flight) and Alitalia no because of bankruptcy.

I chose to take an airline that is in my mind better but it involves a change. But I am voting with my wallet.

I would run from Iberia the customer service is not good and it is getting worse.
 

jsn55

Verified Member
Dec 26, 2014
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#7
Christina is right, a cheap hotel and small meal voucher aren't worth dealing with an airline that doesn't care about you. Cancel and rebook with a real airline. Life is short!

While it's on my mind, is there a service (like TripAdvisor for hotels or SeatGuru for seats) that would let an infrequent traveller know which airlines to avoid booking?
 
Jul 2, 2018
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#8
Thanks for your replies. Still no further reply from Iberia, it was a big mistake to book with them. It is sadly not so easy with the alternatives...really only comes down to Air France (more expensive and apparently also poor service now, as well as 10-across seating, which I avoid like the plague). I have a feeling that the only way forward now is to take Iberia to court over the matter (for a breach of EU 261/2004). They are liable for hotel, taxi and meal costs during the delay, but are just avoiding their responsibility.

There is a good lesson for the future, avoid Iberia Airlines. I certainly will !
 
Sep 19, 2015
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#9
Also one thing to consider— as the trip is not until October the airline may not want to address this so early in case their is another schedule change — it really might be too early.

I do not think you should even consider taking this to court so early - it is premature.
 
Jul 2, 2018
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#10
Good point, never thought that there might be yet another change. Very unhappy though that they have changed me onto a budget airline, and also did not offer to still provide meals on the budget airline. And the fact that they ignore my emails just makes me more unhappy. But I will hold off on court action for a time, although court things take so much time to get completed. I have learned my lesson though from my experience with Iberia. Thanks for the point about the possibility of more schedule changes.
 
Jul 16, 2018
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#11
My first experience with Iberian was this past weekend and I will never fly them again. Reading this thread told me I'm not alone with my dissatisfaction. Our travel (Seville to Portland, OR) was to begin on TAP on Saturday morning at 7:00 am. We had checked in on line and had our boarding passes. At 8:12 PM Friday evening (less than 12 hours before departure) an email arrived stating our flights had been changed and we now had totally different flights on Iberian and United for Sunday. Since we were in Spain, I attempted to call their customer service number requesting an English speaking rep and after a few transfers and no English rep, I was given Iberian's US customer service number and they hung up. At the Seville airport on Sunday I attempted to seek reimbursement for the many costs incurred and was given a form to complete. Will I get a response? It's clear they do not empower their employees with information. Not one person could answer why our flights were canceled nor had the ability to at least reimburse me for meals and hotel. On arrival to the US through ORD, we missed our connection due to the Iberian flight running late out of Madrid. There was no help to reschedule the connecting flights and I incurred enormous expenses to get us home. I am deeply appreciative of American and United for trying to help us. They tracked down the one Iberian person working out of ORD who was suppose to arrive at the airport in 2 hours. This was no help nor was the Iberian 800 number as both the American customer service person and myself were unable to get a live person on the phone. I have never experienced such ineptness and frustration. It's now Monday and I will finally get home this afternoon. I'm interested in any and all comments on dealing with Iberian on this situation. In the form I completed I did ask for compensation under EU 261/2004 since it was less than 7 days that the flight cancellation occurred, we arrived to our destination more than 4 hours later than we originally had intended and the distance from Sevile to PDX is greater than 3,500 km. Will I get it? What if I don't?
 
Jul 2, 2018
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#12
Customers can forgive a lot IF they see that a company is trying, but in the case of Iberia, it seems that once they have your money then they just do not care. They certainly do not seem to care about repeat business, as I cannot see many passengers returning to Iberia when so many people have such bad experiences with them.

I can forsee that this one is going to end up in court......although I am waiting for now given the advice received above. In my case, the return flight has been cancelled, but even though compensation is not payable under EU 261/2004 (because more than 2 weeks was given) then Iberia still HAVE to provide hotel, transport, food and assistance. No way out of that for them. So although their customer 'service' staff and executives may choose to ignore emails now, when the summons arrives from the court then they will not have that option. Sometimes I just give up, other times I stand and fight. This is one case where I am going to stand and fight, due to the lack of replies from Iberia. And I am going to fight hard for this one too.....all the way through the courts.
 
Jul 2, 2018
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#13
Update on the current position......Iberia are ignoring emails still, and there is no sign of a resolution. Perhaps it is time to start with the court papers, might be the only way with this airline.

I cannot see how an airline with such poor customer service remains in business. I am not the only one who has these sorts of problems with Iberia, yet they are still in business.

I am learning. Once bitten, twice shy.....

Jerry
 
Sep 19, 2015
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#14
Worldtraveler, I looked at the issue on the BA flyertalk forum:

While EC261 excludes compensation for cancellations that are notified more than 14 days in advance, there is nothing in its wording to suggest that the right to care does not apply in those situations. That said, a ‘common sense’ approach probably needs to be adopted in determining what the right to care covers here. It is far from clear, in particular, that a passenger could insist on making two phone calls at the expense of the airline. Whether the passenger can charge the airline for meals and refreshments is also debatable (except perhaps where the reschedule results in a long wait between flights at the airport). On the other hand, there is a stronger argument to be made for the airline to be responsible for providing accommodation when the new itinerary requires an additional overnight stay.
There is, in any event, no authoritative interpretation of the Regulation by a superior court of law to rely on here.


You may be the one to make a precedent......
 
Jul 2, 2018
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#15
I believe that EU 261/2004 still DOES apply here.. The position about compensation is very clear, that I will NOT get any because more than 2 weeks notice has been given, but my interpretation of 261/2004 is that the airline still has a duty of care, and that extends to hotels, meals and transport for the duration of the delay.

In this particular case, the delay is 24 hours, so an overnight stay is obviously now necessary. I find it difficult to accept that I have to demand this from the airline, as it is Iberia airline who are making all the changes, not myself. And the fact that they are ignoring emails and that they do not seem to care one iota about the passenger is worrying.

It may indeed need a court case to sort this one out, and I feel like going for it. If I want to make a change to my reservation, then Iberia will charge me a LOT of money, but when they change my reservation, they try and do it without even trying to help me with the problems that THEY are causing. That seems very unfair to me, and I think that the EU 261/2004 was put in place to help remedy that situation.

Jerry
 
Sep 19, 2015
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#16
I believe that EU 261/2004 still DOES apply here.. The position about compensation is very clear, that I will NOT get any because more than 2 weeks notice has been given, but my interpretation of 261/2004 is that the airline still has a duty of care, and that extends to hotels, meals and transport for the duration of the delay.

In this particular case, the delay is 24 hours, so an overnight stay is obviously now necessary. I find it difficult to accept that I have to demand this from the airline, as it is Iberia airline who are making all the changes, not myself. And the fact that they are ignoring emails and that they do not seem to care one iota about the passenger is worrying.

It may indeed need a court case to sort this one out, and I feel like going for it. If I want to make a change to my reservation, then Iberia will charge me a LOT of money, but when they change my reservation, they try and do it without even trying to help me with the problems that THEY are causing. That seems very unfair to me, and I think that the EU 261/2004 was put in place to help remedy that situation.

Jerry
Jerry I took the quote from the BA flyertalk EU thread -- I certainly would not be surprised if Iberia continues to stonewall you -- they are doing their best to deteriorate into the Spanish WOW -- you may have to push it -- have you tried to contact the regional regulators as Iberia does not to respond?
 

Dwayne Coward

Administrator
Staff Member
Director
Apr 13, 2016
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St. Louis
#18
I believe that EU 261/2004 still DOES apply here.. The position about compensation is very clear, that I will NOT get any because more than 2 weeks notice has been given, but my interpretation of 261/2004 is that the airline still has a duty of care, and that extends to hotels, meals and transport for the duration of the delay.

In this particular case, the delay is 24 hours, so an overnight stay is obviously now necessary. I find it difficult to accept that I have to demand this from the airline, as it is Iberia airline who are making all the changes, not myself. And the fact that they are ignoring emails and that they do not seem to care one iota about the passenger is worrying.

It may indeed need a court case to sort this one out, and I feel like going for it. If I want to make a change to my reservation, then Iberia will charge me a LOT of money, but when they change my reservation, they try and do it without even trying to help me with the problems that THEY are causing. That seems very unfair to me, and I think that the EU 261/2004 was put in place to help remedy that situation.

Jerry
Worldtraveller,

If the airline is denying your request or not responding, then you may want to appeal to the National Authority, to see if they will help or at least give you a determination. Unfortunately, each of the National Authorities handles these request differently. I haven't had any experience with the French Authority, but some of the others have been helpful in the past (Spain and the UK). If all this fails, after you have taken the trip, they still deny the right to care in accordance with the regulation, you should then consider court proceedings in France.

I haven't seen a case under these circumstances come into us, but unless the court has enforced a provision, the airlines seem to ignore it.

A good example of this is the issue with a delay of connecting flights. We have had several cases where airlines in the past have refused to pay EC261 compensation if the delay was less than 3 hours from the EU, even though the connecting flight arrived more than 3 hours late to the final destination. The ECJ recently ruled that compensation is due in these cases.

https://www.traveldailymedia.com/ec...ts-to-compensation-beyond-the-european-union/