Iberia ....Worst customer service ever

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Feb 1, 2019
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#1
Hi New on the forum .
I have a terrible experience with Iberia .
I am a Iberia plus member and I have tried to make a reservation for a 1 way trip from Miami to Napoli.
Tickets available on their website. I transfer 150 000 point from my Amex account . Booked the tickets , but impossible to pay , there is an error on their platform they say ( website) .
Then I start calling , USA , Spain . Agents are not polite , but they tell me I need to escalate and that I will have an answer on why I cannot pay online in a week .
I wait , call again 6 times to finally talk to someone telling it is ok , I can book my ticket.
Go back to web site , impossible to book .Call gain , now they tell me I cannot do it because
1/reservation cancelled because I did not pay within 24hrs!!!
2-Then they see the booking code and tell me I cannot book one way ! But web sites allows it , so I do not understand .
4 calls later , i am trying to talk to a supervisor BUT , either they are not available , or do not speak English , or are not on duty.
This is something incredible , and I am still trying to talk to someone . Yet called again and a nice agent tells me there is no supervisor , and that I should fil a complaint BUT , to fill a complaint you need a ticket number...
This is endless , and this is like this for 2 weeks .
Never seen something like that in my life.
I am still at loss on who to talk to , the email that was in Elliot for the manager of customer service bounced back ...
What should I do???
 
Feb 1, 2019
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#3
Yes i did , but once the miles are transferred , there is nothing they can do .
They tried to reach the Iberia customer service , but it was not answering for half an hour. This is really incerdible ...
 
Jul 15, 2016
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#6
I have booked many iberia avios flights in last 2 weeks without problem. Just logged in now and made a search for Feb 15, 16 or 17 and there is availability each day for Miami-Napoli from 19,5k (economy) to 21,5k (premium ec). I have screenshots. So, can you try another navigator, delete cookies, etc? If it matters, I am trying in Iberia spain, but same results in other country. You can choose which country, it doesn’t matter where is your credit card from, actually as I said I didn’t have any problem and paid with non-european card. Btw, for a purchased ticket you can just make a reservation (sometimes even for free) but for avios redemption it is first time I hear that you can hold it for 24 hours,...I might think you have to buy inmediately
 

jsn55

Verified Member
Dec 26, 2014
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#7
I have booked many iberia avios flights in last 2 weeks without problem. Just logged in now and made a search for Feb 15, 16 or 17 and there is availability each day for Miami-Napoli from 19,5k (economy) to 21,5k (premium ec). I have screenshots. So, can you try another navigator, delete cookies, etc? If it matters, I am trying in Iberia spain, but same results in other country. You can choose which country, it doesn’t matter where is your credit card from, actually as I said I didn’t have any problem and paid with non-european card. Btw, for a purchased ticket you can just make a reservation (sometimes even for free) but for avios redemption it is first time I hear that you can hold it for 24 hours,...I might think you have to buy inmediately
Well, there's some hope here, first thing you should try is to clean up all the cookie and related stuff on your computer. If that doesn't solve it, can you use a friend's computer to try the booking? If Iberia won't even help you book the tix, I'd find another airline ... but of course point transfers are permanent. Are you close enough to an airport to try a ticket agent in person? You might do some reading on FlyerTalk's forums to see if there's any help there.
 
Feb 1, 2019
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I have tried again tonight
1/To clear all cookies , tried 2 navigators....
2/To make the reservation ...and again the site makes all the pages up to the payment and then says it is not able to connect to the system scorer.
Here are all the files . I am not kidding ....
I am really at loss . and thank you to all of you that are trying to help , but Iberia is the issue .
No one to talk , no supervisor , this is a real Joke!!!
I do not want to loose 150 000 points , and I will go further than this .
Iberia FB does not answer anymore , Iberia Plus email gives me the same number again and again , and it is not even them , it is a platform they are hiring , agent told me ...
Don't know what to do...
 

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Sep 19, 2015
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#9
I see that you are trying to book Air Italy flights through Iberia — could that be the problem?

This seems to be a tech problem that people have encountered before. (System scorer).

How many times have you tried calling? Many others have had to hang up and call again several times.

Have you considered posting on flyertalk?