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.

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