Iberia Won't Pay Out My EU261 Compensation

[LyleD90]

On September 24, 2018, I had a flight from Madrid to Los Angeles with Iberia (IB6171). On the day of the flight, Iberia notified me that it had been delayed, and then later that day said the flight was canceled. I was rebooked for a flight at the same time the next day.

From what I understand, I'm entitled to 600 Euros in compensation under EU261. It was a category 3 flight longer than 3,500 km, and I didn't reach my destination until 24 hours later than originally planned.

I've emailed Iberia about this and received a form letter response saying they depend on external factors outside of their control and offering no explanation for what these supposed external factors were.

Since then, I've filed a claim with the AESA on November 2, 2018. That's currently still pending. I also tried contacting Veronica Sanchez, listed on this site under Iberia's Executive Contacts, but that email didn't go through, I think it may be an out-of-date contact or email address.

Any advice on what I can do here? The delay did cost me some money, and I'd like to get what I'm entitled to. At this point I'm also frustrated that Iberia has essentially brushed off my issue.

 

[Neil Maley]

What is AESA?

 

[LyleD90]

What is AESA?

Agencia Estatal de Seguridad Aerea, in English the Spanish Aviation Safety and Security Agency. I read that it helped to file a complaint with that agency or Iberia won't bother issuing any compensation.

 

[Christina H]

If you have contacted the AESA, the national enforcement board, there is nothing you can do but wait. Iberia is going to wait to see what AESA says.

 

[Cayohueso]

What was their reason for denyin

 

[Cayohueso]

Never mind, I see, vague and non-specific. You are also due duty of care for you expenses because of the delay. Just write back, not accepting their denial. If they persist, you might have to go to a third party claim service which will cost you a percent of your claim value.

 

[Neil Maley]

Have you tried email the AESA and asking what the delay is?

http://www.seguridadaerea.es

 

[Christina H]

AESA can take up to 120 days to respond. Between Iberia and Veuling , there are a lot of complaints. Add in Christmas holidays and all, it is likely they are behind.

 

[LyleD90]

Minor Update: AESA recently processed my complaint and reached out to Iberia, they said they'll update me within 90 days or 120 at most.

I also tried reaching out to Iberia customer service again and got the same BS. Sorry, out of our control, we take this opportunity to greet you. I would write back as Cayohueso suggested, but Iberia also responds to complaints from a noreply email address, ensuring that they never have to have an extended conversation with a customer. Talk about awful customer service.

I'm debating emailing the CEO at the email address listed on this site. I've been looking for some other executives to contact also, or really any of the higher ups at the company.

 

[Neil Maley]

If you have asked AESA to get involved, you most likely will not hear from anyone else at Iberia not. You might have to just wait for AESA to do their job. They can enforce this. You can try emailing the CEO but if you don't hear from them - you'll know why.

 

[Christina H]

Minor Update: AESA recently processed my complaint and reached out to Iberia, they said they'll update me within 90 days or 120 at most.

I also tried reaching out to Iberia customer service again and got the same BS. Sorry, out of our control, we take this opportunity to greet you. I would write back as Cayohueso suggested, but Iberia also responds to complaints from a noreply email address, ensuring that they never have to have an extended conversation with a customer. Talk about awful customer service.

I'm debating emailing the CEO at the email address listed on this site. I've been looking for some other executives to contact also, or really any of the higher ups at the company.

Executives will likely not answer you now that AESA is involved. I think you need to wait for AESA. Yes it is a long process.

 

[GAT]

If you have asked AESA to get involved, you most likely will not hear from anyone else at Iberia not. You might have to just wait for AESA to do their job. They can enforce this. You can try emailing the CEO but if you don't hear from them - you'll know why.

You won't hear from anybody at Iberia, if my experience is of any relevance. And it didn't even involve a third party regulatory agency. My one and only experience with that airline has convinced me never to be involved with them again. And I'm normally a forgiving person.

 

[LyleD90]

Update: Got some good news this morning. Iberia contacted me to let me know that they've reviewed my case and will be sending me my 600 Euros in compensation. They said in the email that they already contacted the AESA letting the Agency know that they'd contact me to get my mailing information and send payment.

So, from my experience, it looks like filing a complaint with the AESA does work. I'd recommend anyone in the same situation do that as soon as possible, since it can take several months for the entire process to play out.

Thanks to all who responded!

 

[Neil Maley]

Its too bad it had to get that far. Iberia should have paid it when you first requested it. Too many airlines say no and hope you will go away. Glad you persevered.