Iberia Express

Good afternoon,
my name is Ulyana Usatiuk. I bought tickets from your company from Amsterdam to Madrid, departure on August 3 at 12:00 for myself and my friend.

I bought tickets through the kiwi.com website without logging into my account and when entering my email to receive tickets I indicated the wrong address. I kindly ask you to send tickets for me and my friend Chenskyi Roman to the email address I provided to receive a response.

I can also provide you with my and my friends passport, a screenshot of payment for tickets, as well as a screenshot of the ticket I selected. Sincerely, Ulyana Usatiuk.

Hello and good day to the representative of the Customer care of IBERIA EXPRESS,

The subject: Kindly request of REFUND OF EXPENSES due to the cancellation of the flight I2 3980 and

connected to the reservations: M5ZH1 and M5WZP from Madrid to Tel Aviv on the date of 12 of August 2024.

This request concerns 2 families: Kindler Brigitte and Haim and Fridman Tali and Itamar.

Attached to this e-mail the following: 1 - A word document describing all the concerned facts and all the concerned expenses. 2- Documents and invoices attesting the kind of payments.

We have the true hope that this saga will be solved in the best way possible and Iberia Express will be ready to refund us as

a sign of good will and as a true participation at what we have faced at that time, not too long but with enough tension and worries.

Thanks a lot for your care and we would like to believe that all will pass in the best way possible.

I would like to point out that there is one document which is partialy in Hebrew and English.

This document had been received from Booking.com and in the mean time we have asked for the English version. Once it will be received we will send it to you.

Yours sincerely,

Haim Kindler

Brigitte Kindler

Tali Fridman

Itamar Fridman.

PS - If this e-mail was not sent to the right address PLEASE let me know what is and would be the best suitable address to be sent in order to receive the right and suitable care.

I am messaging you to let you know that my flight from Seville to Madrid didn't occur. This was because we weren't given enough time to check in after our arrival. We had to collect our checked luggage, which took ten minutes, and when we went to check in, they said the plane had already been boarded. So, we missed the flight. We had two other planes to catch as we were heading to Split, so we lost our flights to Split and the return flights home to Ireland. Additionally, we lost the money for our accommodation, which we booked for seven nights.

We were extremely upset and had to sleep on the floor of the Madrid airport. The airport wouldn't let us charge my phone, which I needed to contact the airline and the accommodation to inform them we wouldn't be arriving.

Now, my question is, can I get back the money for all the flights? Furthermore, we had to get a train to Madrid, which cost 100 euros, and the taxi to the airport cost 35 euros. We had to book a flight back home to Ireland for 700 euros.

Now, I would like to know if there's any chance that Iberia Airline will refund me. We had to spend two more nights in the Madrid airport because the return flights were full. It was a stressful and upsetting experience both financially and emotionally.

Even when I told the Iberia Airline staff at Madrid Airport about our situation, they didn't even say sorry when I started crying. I hope to hear back from you soon.

Regards,

Carmel.

Dear Iberia Customer Service,

I am writing to express my deep dissatisfaction with the handling of my recent flight cancellation and refund request. During the week of May 6, 2024, I contacted your customer service line multiple times to cancel my flight to Israel due to the current unsafe geopolitical situation. I explicitly explained the circumstances, and the representative assured me that I would receive my full refund for the ticket (~400 EUR). I even asked if this could be refunded to my credit card instead of a voucher and he confirmed that was possible and that he would do it for me.

However, to my dismay, I discovered that only 25 EUR had been refunded. Upon following up, I was told that this was due to the fare I originally paid. This is completely unacceptable. Had I been informed about such a minimal refund and the penalties involved, I would have opted to reschedule the flight for a later date when the situation in Israel might have improved. I never agreed to Iberia proceeding with such a refund and losing 375 EUR is unethical without my explicit consent and without giving me the full information.

The representative totally misled me, and I am genuinely furious about this miscommunication and the subsequent financial loss. I demand that Iberia compensates me for the full amount of the ticket, as promised. If necessary, please review the call transcripts to verify that the representative provided incorrect and misleading information. This is unacceptable and unethical.

I trust Iberia values its customers and will address this issue promptly. I expect a resolution that includes a full refund of the remaining amount or an alternative satisfactory compensation.

Thank you for your immediate attention to this matter. I look forward to your prompt response.

Sincerely,
[redacted personal details]

I have flown frequently with Iberian express recently as my daughter is on a placement in Spain. The experiences have generally been good until the last trip.

On 24th March my daughter and I flew from Madrid to Dublin on the 440pm flight.

We were one of the first to board and I placed my daughters hand luggage in the overhead locker above our seat. The overhead locker was empty at the time. I was immediately told by one of the flight attendants to remove it and place it below her seat. It was too big to fit below the seat but she insisted.

Over the next 15 minutes we sat and watched a dozen or more passengers place their bags of all shapes and sizes in the same locker without challenge.

We had a very uncomfortable 3 hour flight. The bag also posed a safety hazard as it would not fit under the seat although it was within the size restrictions. I have two questions

1. The planes have always had the same capacity as have the lockers.

Why is there now a growing trend of having to put hand luggage in the hold or under the seat?

2. What is the Iberian Express policy on who gets priority to store bags in the lockers?

I await your response

Dr Peter Wardlow