Iberia Airlines Review

Overall Rating

Poor food, appalling customer service, lost luggage etc etc

3rd January London to Las Palmas via Madrid.

Just terrible experience, I would never fly with Iberia again and allow myself to be treated in this way. Our original flight from London to Madrid was delayed so when we checked in flying Business Class we were put on an earlier flight. Check in staff was brusque to the point of rudeness and I've never ever flown with an airline and not been asked any security questions - she just didn't bother.

Flight to Madrid okay but one vegetarian meal never turned up, the one that did we wished it hadn't as their view of vegetarian extends to carrot and semi cooked courgette.

Once arriving at Madrid, it was only when having waiting at the gate and the departure time had passed did we find out that the plane was delayed. From then onwards we waited for over 8 hours with the flight time being pushed back and back, with Iberia staff who claimed to have no idea.

When they announced you could go queue for a meal, the one restaurant open that they sent you too promptly closed. At midnight, they closed terminal TS4 and sent us back to the other terminal. Once there, nothing was open for drinks or food and we were then told the flight was at 1.30am. At 1.30am we queued at a gate with a crush of other people, the flight boarded in a completely random way with people pushing to get forward - after 15 minutes we were told the plane was full and bumped off being told in a rude manner (when someone finally could converse in English) that the next flight was at 4am. The police and guard got called as passengers were shouting and screaming at just the truly bad way they had been treated.

From 1.30-4 we queued, well formed part of a scrum around, at a customer service desk from Iberia which at one point had two staff on, but then one went home as he stated 'he had had enough'. At 4am we were given new boarding passed for a flight that eventually left close to 6am

Arriving at Las Palmas, half our suitcases were missing - great another queue for filing a complaint as to where out suitcase might be. Eventually following more calls and driving back to the airport (Iberia's promise of ringing/delivering never materialized) we did get our second suitcase.

The delays were down to air traffic control staff being sick we were told, clearly can't be helped if true, and Iberia pilots working to rule - whatever the reason it doesn't negate the need to be civil to your customers, or polite or any of that basic customer service functions that help in these situations

I wouldn't hesitate in telling anyone never ever consider flying with this airline.