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382 comments
Runar C
Verified | Oct 22, 2026
Oslo-Colombo
Economy
Claim escalated to airline
Unknown
Involuntary Denied Boarding / Unnotified Cancellation Route, Parties & Direct Consequence: Route: Oslo (OSL) β Doha (DOH) β Colombo (CMB) (Return) Contracting / Ticketing Carrier: Iberia (Issued booking confirmation & PNR) Operating Carrier: Qatar Airways Passengers: 2 (Claimant + 4-year-old child) Delay at Final Destination: +20 hours Advance Cancellation Notice: None given (0 days; discovered at check-in) Statutory Assistance & Rerouting: None provided (required self-funded mitigation) A: Chronological Timeline Day 0: Initial Booking & Contract Formation 1. Claimant booked the return itinerary via Iberiaβs official platform. 2. Iberia issued an official Booking Confirmation with a Passenger Name Record (PNR) and a payment summary totaling ~NOK 19,500. 3. An authorization hold of ~NOK 19,500 was placed on Claimant's MasterCard, confirmed by the issuing bank in the attached records. Days 1 to 7: Carrier Default and Failure to Issue Ticket Despite Verified Funds 1. The authorization hold remained active for the full 7-day banking window. 2. Iberia failed to execute the settlement capture against the authorized funds. 3. Upon expiry of the pre-authorization window, Iberia administratively voided the reservation without generating an e-ticket number. 4. Zero notification (no email, SMS, or phone alert) was transmitted to the passenger regarding any payment or booking issue. Day of Departure: Involuntary Denied Boarding at Airport 1. Claimant and daughter presented at Oslo Airport check-in over two hours prior to departure, in full compliance with Article 3(2)(a) of EC 261/2004. 2. Ground staff for the operating carrier (Qatar Airways) refused check-in, stating no valid e-ticket was associated with the PNR. 3. Claimant contacted Iberia customer service immediately via phone and official WhatsApp support. Staff confirmed the PNR existed but refused to resolve the ticketing failure, offering no rerouting, no accommodation, and no care. Post-Refusal of Boarding: Mitigation of Losses & Duty of Care Breach 1. Stranded Passenger Status: Claimant was left stranded at Oslo Airport with his 4-year-old daughter without statutory assistance. 2. Breach of Duty of Care: The carriers failed to discharge mandatory obligations under Article 9 (EC 261/2004), offering no refreshments, meals, or accommodation. 3. Reasonable Mitigation: To complete the journey, Claimant arranged replacement flights and necessary layover accommodation out of pocket: 3.a) Replacement Flights: Purchased at ~NOK 23,000, creating an unrecovered price delta of ~NOK 3,500 above the original booking (as the original authorization hold was never captured). 3.b) Overnight Hotel & Transfers (Istanbul): ~NOK 1,500 incurred due to an unavoidable overnight layover on the replacement return routing. B: Total Claim Summary 1. Statutory Compensation (EC 261/2004, Art. 7): β¬1,200 total (β¬600 Γ 2 passengers for long-haul distance > 3,500 km). 2. Direct Airfare Price Delta: NOK 3,500 (difference between original booking and mandatory self-rerouting). 3. Duty of Care / Out-of-Pocket Expenses: NOK 1,000 (USD 105 overnight hotel stay in Istanbul on return). C: Key Legal Grounds for Counsel 1. Confirmed Reservation (Art. 3(2)(a)): Issuance of a booking reference and payment confirmation created a binding contract; the ticketing carrier's internal failure to capture authorized funds does not invalidate passenger rights. 2. Involuntary Denied Boarding (Art. 4(3) / CJEU C-321/11): The flight operated as scheduled; carriage was denied solely due to internal administrative ticketing mismanagement. 3. Alternative Ground - Unnotified Cancellation (Art. 5(1)(c)): If classified as an administrative cancellation prior to check-in, zero advance notice was provided to claimant. 4. Breach of Duty of Care (Arts. 8 & 9): Neither carrier provided rerouting or care, requiring full indemnification of reasonable out-of-pocket expenses. D. Documentary Evidence Enclosed 1. Iberia Booking Confirmation & Payment Summary displaying PNR. 2. Official written confirmation from issuing bank establishing the initial 7-day pre-authorization hold and account solvency. 3. Time-stamped call logs and WhatsApp support transcripts from departure day. 4. Receipts and tax invoices for replacement flights and the Istanbul hotel.
- Oslo-Colombo
- Economy
- Claim escalated to airline
Matias C
Verified | Oct 20, 2026Buenos Aires-Barcelona
Economy
Claim escalated to airline
Technical problems
The flight departed on schedule, but thirty minutes after takeoff, we returned to the origin airport due to a technical issue. Once at the airport, we spent three hours inside the aircraft waiting for the issue to be resolved, with very little information provided, until we were finally asked to deplane. We were offered accommodation or transportation back to our homes, and we chose the transportation. We were able to reschedule our flight to depart the following day (August 21st) at 1:00 PM- Buenos Aires-Barcelona
- Economy
- Claim escalated to airline
Daiana N
Verified | Oct 20, 2026Prague-Florianopolis
Economy
Claim escalated to airline
No reason given
Passengers: β’ AleΕ‘ Neumann β Booking reference: KZTBIJ β’ Daiana Neumann β Booking reference: JOWBIH 1. Outbound Journey to Brazil On 25 September 2026, we travelled from Prague to Madrid on flight LA1802 / IB0812. The scheduled departure time was 19:40 and the scheduled arrival time was 22:50. The flight departed approximately one hour late. We boarded at 20:30 and arrived in Madrid at approximately 23:50. As a result of this delay, we missed our originally scheduled connecting flight LA1572 / IB0267 from Madrid to SΓ£o Paulo, which was due to depart at 23:55. The airline provided: β’ Hotel accommodation in Madrid β’ Airport-to-hotel transportation β’ Dinner vouchers We arrived at the hotel at approximately 1:55 a.m. We were subsequently rebooked onto flight LA8075 from Madrid to SΓ£o Paulo on 26 September 2026. According to the itinerary, the departure was scheduled for 14:45, while the boarding passes indicated a departure time of 15:40, representing at least a 55-minute delay. Therefore, the replacement flight was also delayed. We arrived in SΓ£o Paulo at 22:10 on 26 September 2026. From SΓ£o Paulo, we were scheduled to continue to FlorianΓ³polis on flight LA3308, departing at 22:45. Due to the delay of flight LA8075, we also missed this connection. Our flight arrived in SΓ£o Paulo with approximately a one-hour delay. At that point, there was still a realistic possibility of making the connection if airline personnel had provided immediate assistance and guidance upon disembarkation. At many airports, passengers with short connection times are identified and assisted in reaching their connecting flights as quickly as possible. Instead, we received absolutely no information or assistance. I simply received a new boarding pass in the LATAM mobile application without any explanation as to whether I should still attempt to reach my original connection, where I should go, or what would happen if I missed the flight. I was exhausted, stressed, and completely unsure of what to do. Eventually, I discovered that I needed to go to the LATAM service desk. At that point, another frustrating experience began: an extremely long queue. I waited approximately one hour simply to reach an agent. There were only about three employees serving roughly thirty passengers, and each case took approximately 15β20 minutes to process. The contrast with the handling of the situation in Madrid could not have been greater. At Madrid Airport, Iberia staff already knew what had happened, had alternative itineraries prepared, and resolved the entire situation in approximately two minutes. In SΓ£o Paulo, the process appeared excessively slow and unnecessarily complicated. The agents repeatedly asked for the same information and manually processed requests, while passengers who had already experienced significant disruption were simply left waiting. I travel frequently and have experienced many flight disruptions over the years, but I have rarely encountered such an inefficient passenger service process. One employee was not familiar with the airport code for FlorianΓ³polis and asked me to provide it. She explained that she was not accustomed to handling domestic flights and therefore did not know the code. This was not merely an inconvenience. After already missing a connection, spending an additional night in Madrid, travelling again the following day, and arriving in SΓ£o Paulo exhausted, I was left without information or assistance and then required to spend another hour in an extremely slow queue simply to find out what would happen next. We were eventually rebooked onto flight LA3300 from SΓ£o Paulo to FlorianΓ³polis on 27 September 2026, departing at 07:55. The airline provided: β’ Hotel accommodation β’ Transportation β’ Information that dinner would be available at the hotel Upon arrival at the hotel, we again encountered another long and slow queue. We spent the night in the airline-provided hotel. Although dinner was available, we were too exhausted to eat. We were finally accommodated at approximately 1:00 a.m. and left the hotel at 5:30 a.m. to return to the airport. This replacement flight was also delayed by approximately 30 minutes. As a result of the entire disruption, we arrived in FlorianΓ³polis on 27 September 2026 at approximately 09:30: β’ AleΕ‘ Neumann: approximately 24 hours later than originally planned. β’ Daiana Neumann: approximately 13 hours later than originally planned. 2. Car Rental and Airbnb Losses Car Rental Issue We had prepaid a rental car through Booking.com with Movida: β’ Booking.com reservation: 731681977 β’ Original pick-up date and time: 26 September 2026 at 10:00 β’ Amount paid: CZK 4,340.98 (approximately BRL 1,000) Due to the travel disruption, we were unable to collect the vehicle at the scheduled time. Before the original pick-up time, I contacted Booking.com customer service. Booking.com has records of these communications. For reasons unknown to me, they were unable to amend the reservation. Subsequently, Movida informed me that they could neither locate the original reservation nor the payment from Booking.com in their system. As a result, I was forced to make a new car rental reservation and pay approximately BRL 1,000 again. I requested reimbursement of the original payment from Booking.com. However, Booking.com offered only approximately BRL 550 as compensation. This was particularly surprising because, according to information received from Movida, Booking.com had never transferred the payment to Movida, meaning that Booking.com apparently incurred no actual cost for the original reservation. To date, we have received no refund from either Booking.com or Movida. Airbnb Loss Due to the delay, we lost the first night of our Airbnb accommodation on 26 September 2026. β’ Total accommodation cost: CZK 6,957.23 for seven nights β’ Approximate cost of one lost night: BRL 230 3. Problems During the Return Journey On the morning of 2 October 2026, we discovered that our original return flight reservations had been cancelled. We arrived at the airport at 08:22 and left at approximately 10:15. We spent the entire morning trying to resolve the issue. In addition, we spent approximately 1.5 hours on the phone with LATAM attempting to find a solution for our return to the Czech Republic. We also incurred parking costs of BRL 24 (receipt no. 000320835). Our original itinerary was: FlorianΓ³polis β Brussels β Prague The itinerary was changed to: FlorianΓ³polis β London β Prague Because of this route change, we were required to obtain a UK ETA (Electronic Travel Authorisation). We paid a total of GBP 40 for ETA applications for both passengers. The new routing also required a 10-hour layover in SΓ£o Paulo. Because the flight was full and we had to check our luggage, my husband had no access to spare clothes and was forced to purchase a pair of trousers at the airport: β’ Track & Field β’ Cost: BRL 459.90 Flight LA8084 departed with almost a one-hour delay. As a result, we nearly missed our connection. We only managed to make the connection thanks to the assistance of a British Airways employee. Upon arrival in London, we discovered that one of our checked bags had remained in SΓ£o Paulo. β’ Baggage reference: LA243326 The original scheduled arrival in Prague was 17:55. The revised itinerary resulted in an arrival at 20:35, approximately 2 hours and 40 minutes later than originally planned. 4. Delayed and Damaged Baggage During the return journey, one of my checked bags was left behind in SΓ£o Paulo and did not arrive with me in Prague. The baggage was delivered only two days after my arrival, on 6 October 2026 at 19:30 Prague time. When it was delivered, it was damaged, as one of the wheels was missing. I have the following documentation relating to this case: β’ AHL: PRGBA15088 β’ DPR: PRGBA15101 5. Issues for Legal Assessment I would particularly appreciate an assessment of: 1. Our entitlement to compensation for the delays and missed connections. 2. Responsibility for the delay of flight LA8075 and the resulting missed connection to flight LA3308. 3. Our entitlement to compensation for the significantly delayed arrival in FlorianΓ³polis. 4. Reimbursement of costs related to the car rental and Airbnb losses. 5. Reimbursement of the GBP 40 paid for the UK ETA. 6. Passenger rights arising from the cancellation of our original return reservations. 7. Compensation for the necessity of purchasing clothing due to checked baggage requirements during the return trip. 8. Compensation related to the delayed and damaged checked baggage. 9. Identification of the appropriate airline or other responsible party against whom each claim should be submitted. I have available all relevant documentation, including booking confirmations, boarding passes, revised itineraries, communications with Booking.com, car rental documentation, and baggage claim records. Thank you in advance for your assessment and guidance regarding the next steps. Kind regards, AleΕ‘ Neumann Daiana Neumann- Prague-Florianopolis
- Economy
- Claim escalated to airline
Ales N
Verified | Oct 19, 2026Prague-Florianopolis
Economy
Claim escalated to airline
No reason given
Passengers: β’ AleΕ‘ Neumann β Booking reference: KZTBIJ β’ Daiana Neumann β Booking reference: JOWBIH ________________________________________ 1. Outbound Journey to Brazil On 25 September 2026, we travelled from Prague to Madrid on flight LA1802 / IB0812. The scheduled departure time was 19:40 and the scheduled arrival time was 22:50. The flight departed approximately one hour late. We boarded at 20:30 and arrived in Madrid at approximately 23:50. As a result of this delay, we missed our originally scheduled connecting flight LA1572 / IB0267 from Madrid to SΓ£o Paulo, which was due to depart at 23:55. The airline provided: β’ Hotel accommodation in Madrid β’ Airport-to-hotel transportation β’ Dinner vouchers We arrived at the hotel at approximately 1:55 a.m. We were subsequently rebooked onto flight LA8075 from Madrid to SΓ£o Paulo on 26 September 2026. According to the itinerary, the departure was scheduled for 14:45, while the boarding passes indicated a departure time of 15:40, representing at least a 55-minute delay. Therefore, the replacement flight was also delayed. We arrived in SΓ£o Paulo at 22:10 on 26 September 2026. From SΓ£o Paulo, we were scheduled to continue to FlorianΓ³polis on flight LA3308, departing at 22:45. Due to the delay of flight LA8075, we also missed this connection. Our flight arrived in SΓ£o Paulo with approximately a one-hour delay. At that point, there was still a realistic possibility of making the connection if airline personnel had provided immediate assistance and guidance upon disembarkation. At many airports, passengers with short connection times are identified and assisted in reaching their connecting flights as quickly as possible. Instead, we received absolutely no information or assistance. I simply received a new boarding pass in the LATAM mobile application without any explanation as to whether I should still attempt to reach my original connection, where I should go, or what would happen if I missed the flight. I was exhausted, stressed, and completely unsure of what to do. Eventually, I discovered that I needed to go to the LATAM service desk. At that point, another frustrating experience began: an extremely long queue. I waited approximately one hour simply to reach an agent. There were only about three employees serving roughly thirty passengers, and each case took approximately 15β20 minutes to process. The contrast with the handling of the situation in Madrid could not have been greater. At Madrid Airport, Iberia staff already knew what had happened, had alternative itineraries prepared, and resolved the entire situation in approximately two minutes. In SΓ£o Paulo, the process appeared excessively slow and unnecessarily complicated. The agents repeatedly asked for the same information and manually processed requests, while passengers who had already experienced significant disruption were simply left waiting. I travel frequently and have experienced many flight disruptions over the years, but I have rarely encountered such an inefficient passenger service process. One employee was not familiar with the airport code for FlorianΓ³polis and asked me to provide it. She explained that she was not accustomed to handling domestic flights and therefore did not know the code. This was not merely an inconvenience. After already missing a connection, spending an additional night in Madrid, travelling again the following day, and arriving in SΓ£o Paulo exhausted, I was left without information or assistance and then required to spend another hour in an extremely slow queue simply to find out what would happen next. We were eventually rebooked onto flight LA3300 from SΓ£o Paulo to FlorianΓ³polis on 27 September 2026, departing at 07:55. The airline provided: β’ Hotel accommodation β’ Transportation β’ Information that dinner would be available at the hotel Upon arrival at the hotel, we again encountered another long and slow queue. We spent the night in the airline-provided hotel. Although dinner was available, we were too exhausted to eat. We were finally accommodated at approximately 1:00 a.m. and left the hotel at 5:30 a.m. to return to the airport. This replacement flight was also delayed by approximately 30 minutes. As a result of the entire disruption, we arrived in FlorianΓ³polis on 27 September 2026 at approximately 09:30: β’ AleΕ‘ Neumann: approximately 24 hours later than originally planned. β’ Daiana Neumann: approximately 13 hours later than originally planned. ________________________________________ 2. Car Rental and Airbnb Losses Car Rental Issue We had prepaid a rental car through Booking.com with Movida: β’ Booking.com reservation: 731681977 β’ Original pick-up date and time: 26 September 2026 at 10:00 β’ Amount paid: CZK 4,340.98 (approximately BRL 1,000) Due to the travel disruption, we were unable to collect the vehicle at the scheduled time. Before the original pick-up time, I contacted Booking.com customer service. Booking.com has records of these communications. For reasons unknown to me, they were unable to amend the reservation. Subsequently, Movida informed me that they could neither locate the original reservation nor the payment from Booking.com in their system. As a result, I was forced to make a new car rental reservation and pay approximately BRL 1,000 again. I requested reimbursement of the original payment from Booking.com. However, Booking.com offered only approximately BRL 550 as compensation. This was particularly surprising because, according to information received from Movida, Booking.com had never transferred the payment to Movida, meaning that Booking.com apparently incurred no actual cost for the original reservation. To date, we have received no refund from either Booking.com or Movida. Airbnb Loss Due to the delay, we lost the first night of our Airbnb accommodation on 26 September 2026. β’ Total accommodation cost: CZK 6,957.23 for seven nights β’ Approximate cost of one lost night: BRL 230 ________________________________________ 3. Problems During the Return Journey On the morning of 2 October 2026, we discovered that our original return flight reservations had been cancelled. We arrived at the airport at 08:22 and left at approximately 10:15. We spent the entire morning trying to resolve the issue. In addition, we spent approximately 1.5 hours on the phone with LATAM attempting to find a solution for our return to the Czech Republic. We also incurred parking costs of BRL 24 (receipt no. 000320835). Our original itinerary was: FlorianΓ³polis β Brussels β Prague The itinerary was changed to: FlorianΓ³polis β London β Prague Because of this route change, we were required to obtain a UK ETA (Electronic Travel Authorisation). We paid a total of GBP 40 for ETA applications for both passengers. The new routing also required a 10-hour layover in SΓ£o Paulo. Because the flight was full and we had to check our luggage, my husband had no access to spare clothes and was forced to purchase a pair of trousers at the airport: β’ Track & Field β’ Cost: BRL 459.90 Flight LA8084 departed with almost a one-hour delay. As a result, we nearly missed our connection. We only managed to make the connection thanks to the assistance of a British Airways employee. Upon arrival in London, we discovered that one of our checked bags had remained in SΓ£o Paulo. β’ Baggage reference: LA243326 The original scheduled arrival in Prague was 17:55. The revised itinerary resulted in an arrival at 20:35, approximately 2 hours and 40 minutes later than originally planned. ________________________________________ 4. Delayed and Damaged Baggage During the return journey, one of my checked bags was left behind in SΓ£o Paulo and did not arrive with me in Prague. The baggage was delivered only two days after my arrival, on 6 October 2026 at 19:30 Prague time. When it was delivered, it was damaged, as one of the wheels was missing. I have the following documentation relating to this case: β’ AHL: PRGBA15088 β’ DPR: PRGBA15101 ________________________________________ 5. Issues for Legal Assessment I would particularly appreciate an assessment of: 1. Our entitlement to compensation for the delays and missed connections. 2. Responsibility for the delay of flight LA8075 and the resulting missed connection to flight LA3308. 3. Our entitlement to compensation for the significantly delayed arrival in FlorianΓ³polis. 4. Reimbursement of costs related to the car rental and Airbnb losses. 5. Reimbursement of the GBP 40 paid for the UK ETA. 6. Passenger rights arising from the cancellation of our original return reservations. 7. Compensation for the necessity of purchasing clothing due to checked baggage requirements during the return trip. 8. Compensation related to the delayed and damaged checked baggage. 9. Identification of the appropriate airline or other responsible party against whom each claim should be submitted. I have available all relevant documentation, including booking confirmations, boarding passes, revised itineraries, communications with Booking.com, car rental documentation, and baggage claim records. Thank you in advance for your assessment and guidance regarding the next steps. Kind regards, AleΕ‘ Neumann Daiana Neumann- Prague-Florianopolis
- Economy
- Claim escalated to airline
Veronica M
Verified | Oct 19, 2026Madrid-Santiago
Economy
Claim escalated to airline
Unknown
My flight from Venice to Madrid took off with hours of delay. We needed to transfer in Madrid to another flight from Madrid to Santiago, Chile. Because of this, we were sent in the middle of the night to a hotel to spend the rest of the night. We ended up staying in Madrid two nights. The airline paid for one night and food for one day. I paid the second night of hotel and food expenses for the second overnight stay and the food expenses for that second day. In Madrid (two nights & two days) we did not have our luggage. When we arrived in Santiago, my luggage was one day late and my mother 3 days late.- Madrid-Santiago
- Economy
- Claim escalated to airline
Samuil I
Verified | Oct 18, 2026Madrid-Ponta Delgada
Economy
Claim escalated to airline
Strike
I am contacting you about a cancelled flight that I was surprised with earlier this year. On 3rd June 2026 Iberia flight IB0553 was cancelled by the airline hours before the scheduled departure. Me and my wife had to find an alternative way to get to our destination and upon our arrival back home we contacted a local lawyer in Bulgaria who talked with Iberia and the airline agreed to reimburse our additional expenses following the cancellation of the flight. However from what I understand, apart from that reimbursement, we might be eligible to receive an additional compensation of 400 EUR per person. The other lawyer asked does the airline for the compensation however they refused to pay and the lawyer does not want to proceed with court proceedings in Spain as he is not aware of the court procedures there, so that is why I am contacting you.- Madrid-Ponta Delgada
- Economy
- Claim escalated to airline
Ruba M
Verified | Oct 16, 2026Madrid-Amman
Economy
Poor customer service by the staff and request for compensation
I was delayed at the airport/ Iberia front desk on the first floor for one hour. There was a long queue and when my turn came, the staff at the desk came out and told people to go to the Iberia desk upstairs. When I arrived, I had to queue again for another 1.15 minutes. The staff didnβt bother to ask whose turn it was. Then, I went up to the desk there was a young man, who was so unprofessional and impolite, he first told me you had 1.5 and this is not true. I had only one hour to go thru security and passport. The immigration officer at the line told me to go thru the wrong line, and the line was too slow. I arrived @ 16:28 exactly. Furthermore, no one mentioned how I can get my checked in back. The young man with the black hair was mocking me snd arguing and wasnβt helpful at sll. He gave me a wrong information and told me to go out and come in again and to sort the issue with the ticket with Royal Jordanian. This was wrong info b/c when I went there was no body. Also, had to go back to Iberia desk to get my luggage again, the guy at the first floor ( man with a beard was much nicer and helpful. Further more, I had to buy a new ticket and to stay at the airport till the time of next flight on Oct 17th @16:30 and arriving @ 10:30. Unfortunately, Iβll be missing my neiceβs weddingOverall
The staff customer service is unprofessional 
Nothing I can think of
- Madrid-Amman
- Economy
Vij A
Verified | Oct 10, 2026Boston-Madrid
Economy
Claim escalated to airline
Unknown
I was booked to fly from Boston to Madrid along with my wife on vacation. The morning of my flight Iberia bumped me and tried to book me on the next days flight. After fighting it they booked me on Air Lingus via Dublin and I arrived in Madrid 4 hours late when I had paid for a direct flight.They ost my baggage and I had to endure my vacation with no clothes, toiletries, medicines, medical equipment etc:. The baggage was delivers 13 days after my first flight.- Boston-Madrid
- Economy
- Claim escalated to airline
Iva Y
Verified | Oct 10, 2026Madrid-Tenerife
Economy
Claim escalated to airline
Unknown
My flight IB1581 from Madrid to Tenerife Norte on 7 October 2026 was delayed by 1 hour and 10 minutes, causing me to miss my pre-booked and paid airport transfer. In addition, one of my two checked suitcases never arrived in Tenerife. I have had to repeatedly contact Iberia Express myself to obtain updates, receiving vague and contradictory information. My baggage report (PIR: TFNIB13158) initially contained several incorrect details, which I had to point out and correct myself. I was later informed that my suitcase had been located in Madrid, but no onward flight or delivery timeline was confirmed. The missing suitcase has caused significant inconvenience and additional expenses. As I did not have access to my belongings, I had to spend β¬32 on underwear and essential items. I also lost the money paid for my pre-booked airport transfer due to the flight delay. I have spent considerable time chasing the airline for information and resolving issues that should have been handled properly from the beginning. I expect Iberia Express to address this situation and reimburse the reasonable, documented expenses caused by the delayed baggage and flight disruption.- Madrid-Tenerife
- Economy
- Claim escalated to airline
Gustavo T
Verified | Oct 3, 2026Fuerteventura-Malta
Economy
Claim escalated to airline
Unknown
I want to clearly explain the full situation and the serious consequences I have been suffering since my baggage went missing. My journey consisted of three flights: * Fuerteventura β Madrid β Iberia * Madrid β Rome β Iberia * Rome β Malta β ITA Airways My baggage was ultimately lost/delayed during this journey, and I have now been without it for 17 days. This is not simply a matter of being without a suitcase for a few days. My suitcase contains essential personal belongings as well as professional equipment that I need for my work as a professional musician. I am currently working for P&O Cruises on board Azura, where my contract runs until 20 November 2026. Inside my missing suitcase were my professional guitar equipment, including valuable pedals and accessories that I need in order to perform my job, as well as a large amount of clothing and personal belongings. The total estimated value of the contents of the suitcase is approximately β¬3,100. This includes my professional music equipment, clothing, shoes, sunglasses, accessories and other personal belongings. The suitcase itself is also valuable. Among the professional equipment in the suitcase are items such as my Specular Tempus, EWS Arion Chorus, Xotic Oz Noy Booster/Overdrive, Dunlop Mini Wah, volume equipment, power supply, cables and other guitar accessories. These are not ordinary household items β they are professional tools that I use for my work. Because I have been without this equipment and my belongings for 17 days, I have been put in an extremely difficult professional situation. I am working on a cruise ship and cannot simply go home, replace everything and continue normally. I am moving between ports and countries while trying to work without the equipment and clothing that I brought specifically for this contract. This situation has caused me enormous stress and frustration. I have had to spend money on basic necessities and replacement items, and I have kept the relevant receipts and documentation. I have also had to deal with the practical consequences of not having my normal clothes, shoes and personal belongings for more than two weeks. Most importantly, I have been placed in the position of potentially being unable to properly perform my professional duties because essential musical equipment is inside the missing suitcase. This is directly affecting my ability to work and creating a serious risk to my employment and professional commitments. I have been repeatedly contacting the relevant parties, providing information, following up on the baggage tracing process and trying to arrange delivery while continuing to work on board Azura. This has been an exhausting and extremely stressful experience. I am now approaching the 21-day period, which makes the situation even more urgent. After 17 days without my belongings, I need this matter treated as an urgent and serious case rather than as an ordinary delayed-baggage enquiry. I want it to be clearly understood that the consequences of this incident go far beyond the inconvenience of not having a suitcase. I have been deprived of my personal belongings and professional equipment for 17 days, I have incurred additional expenses, I have been unable to work normally with my own equipment, and my professional commitments have been put at risk. I have documentation, receipts, photographs and an itemised inventory supporting the contents and estimated value of approximately β¬3,100. I therefore ask that the full circumstances of this case and the very serious impact it has had on me, both personally and professionally, are taken into consideration when my claim is assessed. This situation has gone on for far too long. I urgently need my baggage and professional equipment returned to me, and I expect the consequences of this prolonged delay to be properly recognised and compensated.- Fuerteventura-Malta
- Economy
- Claim escalated to airline
Yves S
Verified | Sep 30, 2026Buenos Aires-Brussels
Economy
No reason given
Complaint with the file number P20251117-67423252. Answer received from airline company: Dear Mr. Servais, Thank you for contacting us about the delay of your flight IB2602 on 16/11/2025, from Buenos Aires to Barcelona. Due to a variety of circumstances, the crew assigned to this flight could not report for duty at the scheduled time. We appreciate that this caused you inconvenience during your trip. Punctuality is one of our top priorities and we invest our utmost efforts every day into ensuring that our flights arrive on time. This depends on our own actions but also on external factors, whose repercussions we always strive to minimise. We apologise for the incident, and we trust that you will have a satisfactory experience the next time you fly with us.- Buenos Aires-Brussels
- Economy
Priya J
Verified | Sep 30, 2026London-Lima
Economy
Claim escalated to airline
No reason given
We were travelling from London Heathrow to Madrid and then onwards to Lima with Iberia when our journey was severely disrupted by a lengthy delay. The biggest issue for us wasn't just the delay itself, but how little help we received from Iberia throughout the situation. We were left at Madrid airport for several hours during the night, with no meaningful assistance from Iberia. We weren't provided with food or drinks, hotel accommodation or vouchers, despite the delay being substantial and us having to remain at the airport for many hours. Because this happened during the early hours of the morning, ALL of the airport shops and food outlets were already closed. We therefore had NO options to get food or drinks ourselves, and there was NO practical assistance being offered by Iberia. We also tried to get help from the Iberia service desk, but were unable to get the support we needed- as they closed their desk as soon as we got there, rather than helping us (as it was after 12am) Afterwards, we contacted Iberia to raise both the delay and, importantly, the way we had been treated during it. We specifically asked them to explain why we had not been provided with food, drinks, accommodation or other assistance, and asked for a proper response to our concerns. Instead, we received what appeared to be automated responses that did not actually address the points we had raised. I contacted customer support and they told me to email back the No reply address but I heard radio silence. Iberia eventually rejected our claim, referring to airport infrastructure/external factors as the reason for the disruption. However, this still did not address the separate issue of the lack of care and assistance we received while we were stranded at the airport. Additionally, whilst we were on the plane, the pilot and team reported that this was an issue as they 'didn't have enough planes' (this is NOT an external factor- this was mis management) We therefore want to pursue the claim not only because of the significant delay, but because we feel Iberia failed to provide the assistance we were entitled to and has not properly addressed our concerns despite us repeatedly contacting them- London-Lima
- Economy
- Claim escalated to airline
Charly V
Verified | Sep 30, 2026Marrakech-Nice
Economy
Unknown
We arrived in Nice with no clothing whatsoever. The following day we were due at the Cannes Yachting Festival, one of the most important events in the international superyacht industry. We attended in a professional capacity, representing our businesses to clients and partners. In this environment, a professional appearance is not a matter of preference; it reflects directly on our credibility and on the business we conduct. In addition, we had purchased tickets worth β¬3,000 for a formal gala during the festival, a significant professional opportunity with a strict black-tie dress code. This required formal attire that we no longer had with us. We were therefore left with no choice but to purchase replacement clothing immediately, at short notice and at festival-period prices in Cannes. These were necessary costs caused entirely by the failure to deliver our baggage. Our experience We were left without a suitcase for six days. The handling of this situation by both Iberia and Aviapartner was, frankly, unacceptable. Communication was minimal, updates were unclear, and at no point did we receive the proactive support one should expect from a major international carrier. As frequent business travellers, we were genuinely shocked by the level of service we received. At the very moment we depended on your assistance, we were effectively left to resolve the situation ourselves, at considerable cost and under significant stress during a critical business- Marrakech-Nice
- Economy
Carla G
Verified | Sep 30, 2026Marrakech-Nice
Economy
Claim escalated to airline
Unknown
I arrived in Nice with no clothing or personal items. The following day I was due at the Cannes Yachting Festival in a professional capacity, where a polished and representative appearance is essential and reflects directly on the business we represent. In addition, we had purchased gala tickets worth β¬3,000 for a formal event with a strict formal dress code. This was a significant professional opportunity, and attending in appropriate evening wear was mandatory. With none of my belongings available, I had no option but to purchase replacement clothing and essentials immediately. These purchases were a direct necessity caused by the failure to deliver my baggage. Our experience We were left without a suitcase for six days. The handling of this situation by both Iberia and Aviapartner was, frankly, unacceptable. Communication was minimal, updates were unclear, and at no point did we receive the proactive support one should expect from a major international carrier. As frequent business travellers, we were genuinely shocked by the level of service we received. At the very moment we depended on your assistance, we were effectively left to resolve the situation ourselves,- Marrakech-Nice
- Economy
- Claim escalated to airline
Tommy P
Verified | Sep 29, 2026Madrid-Copenhagen
Economy
Unknown
We did check in several days in advance ! Iberia did change gate very close to fly time ! When we arrived to new gate They started boarding after a few minutes ! Ramdomly They chose both me and my wife for Denyed boarding together with 6 other people They did not ask of someone Could stay and have some money for this ! Our luggage did NOT follow us on the new route ! Luggage stayed at original plane Vene of this is not allowed ! No explenation or reason to not let us board- Madrid-Copenhagen
- Economy
Carolina A
Verified | Sep 29, 2026Madrid-Buenos Aires
Economy
Claim escalated to airline
Unknown
The case was mishandled since the beggining. If I hadnβt had an AirTag on it it wouldnβt been found. Since first call the same day I arrived I told them where it was ( in the Ezeiza) and they didnβt bothered for 4 days to send someone to pick it up. After I called several times and asked for a solution someone finally went to the missing bags room and pick up the bag. After that instad of sending it by plane to the city I was in in Argentina, they send it by truck and it took extra 3 days. No one was accountable on which company it was sent and I had to personally pick it up on the bus station following my air tag to finally have my bag. I was staying with family for just a 9 days trip and this bag was full of gifts for my nieces and nephews, they truly ruined that and all my short stay.- Madrid-Buenos Aires
- Economy
- Claim escalated to airline
Shara H
Verified | Sep 27, 2026Madrid-Dublin
Economy
Claim escalated to airline
No reason given
I contacted the airline at the Balcony (Iberia), and they said they couldnβt provide me the vouchers for food because the printing was with British airlines, so I was supposed to make the claim with the receipt in the website. when we arrived in Dublin, there was also an issue to open the aircraft doors, which delayed even more my arrival.- Madrid-Dublin
- Economy
- Claim escalated to airline
Richard S
Verified | Sep 23, 2026Barcelona-Madrid
Business
Terrible customer service at check-in
Iberia Airlines cancelled our flight IB0408 to Madrid om Sep. 09 "due to bad weather" without further explanations, email and help. We finally decided to hire the taxi and go back to Barcelona railway station and continue our trip to Madrid by train since we had our journey planned long time in advance. Thank's God they stop check-in before we dropped off our luggage. Until now we did no receive any explanations or apology for this incident. We expect full refund of our expenses.Overall
- VERY POOR CUSTOMER SERVICE AT CHECK-IN
- NO POSITIVE
- Barcelona-Madrid
- Business
- Loss: β¬581.49
- Desired solution
Refund
Expenses reimbursement
Lee D
Verified | Sep 17, 2026Madrid-Porto
Economy
Unknown
My baggage is currently delayed. It is scheduled to be delivered to my accommodation in Porto on September 18th. If the delivery is delayed further, I will purchase necessary daily items and submit the receipts later. Furthermore, this delay has caused severe disruptions to my travel itinerary. I strongly request full compensation for the expenses and all damages caused by this delay.- Madrid-Porto
- Economy
Juan Carlos G
Verified | Sep 14, 2026Bogota-London
Economy
Unknown
My journey was from BogotΓ‘, Colombia, to London City Airport, United Kingdom, via Madrid, Spain, under one booking. The BogotΓ‘βMadrid flight was operated by Iberia and the MadridβLondon City Airport flight was operated by British Airways. I was travelling with two pieces of checked baggage. I arrived in London on 28 June 2026, but neither bag was delivered to me upon arrival. One of the bags was delivered approximately one week after my arrival in London. My second and larger suitcase, which contained most of my clothing and toiletries, was not delivered until 10 July 2026. I was therefore without my main suitcase for approximately 12 days after arriving in London and 16 days from the commencement of my journey on 24 June 2026. Although I did not incur significant additional expenditure in London, I was left with very limited clothing and without most of my personal toiletries for this period. I had to manage without the majority of my personal belongings and wait for the delayed delivery of my suitcase. The baggage problem also caused substantial disruption at Madrid-Barajas Airport. I spent more than five hours dealing with the baggage claim and waiting in queues. I incurred additional expenses including metro transportation and food at Madrid-Barajas Airport. I also had to purchase additional mobile data for use within the European Union in order to remain in communication while dealing with the baggage issue and travelling. I am seeking reimbursement for the reasonable and necessary expenses directly arising from the delayed delivery of my baggage, together with any other loss recoverable under the applicable passenger baggage liability rules. I can provide supporting documentation, including baggage reports, baggage tags, receipts, payment records and evidence of the dates on which both bags were delivered.- Bogota-London
- Economy
Rachel S
Verified | Sep 12, 2026Columbus-Prague
Economy
Unknown
I didnβt have my bags for over 24 hours so I had to buy all new toothbrush, deoderant etc and clothes to wear for 2 days. They did find both bags but I had to pay $40 to check each of them. Filed the report at the airport and they said it could take 3-5 days to find and return my luggage.- Columbus-Prague
- Economy
Naomie N
Verified | Sep 4, 2026Zurich-Madrid
Economy
Unknown
Of course β same version, with only the arrival time corrected to 11:00 a.m. Dear Iberia Customer Relations, I am writing this complaint while still deeply shaken, humiliated, and honestly heartbroken by the way I was treated today. In 30 years of my life, I have experienced situations where I have felt discriminated against and treated differently as a Black woman. However, what happened to me today at the Iberia check-in counter has left me feeling more humiliated than almost any travel experience I can remember. I arrived at the check-in counter at approximately 11:00 a.m. for my flight to Madrid. I was not refused because I was missing my travel documents, nor was I given a reasonable explanation that would justify the treatment I received. Instead, the member of staff simply told me: βI canβt issue you a boarding pass.β She then stood up, shut down her computer and walked away. I cannot adequately describe how humiliating that moment felt. I was standing there as a paying passenger, asking for help and trying to understand what was happening, and I felt as though I was not even worthy of an explanation. I felt dismissed, belittled and completely powerless. What makes this even more painful is that today alone I have spent approximately β¬1,455 because of this situation, including having to purchase an additional flight. I am now left with approximately β¬140 for a trip that was supposed to be enjoyable and stress-free, and I am genuinely worried about having enough money available to arrange my journey back home. And this was not simply about money. It was about dignity. Instead of feeling that somebody wanted to understand what had happened to me, I repeatedly felt questioned, blamed and confronted with attempts to find a reason why the situation must somehow have been my fault. I experienced hostility, calls being ended, unnecessary questioning and an overwhelming feeling that nobody was actually listening to what I was saying. I understand that allegations of discrimination and racism are serious. I do not make them casually. That is precisely why I am asking Iberia to take what I am saying seriously and investigate the conduct of the employee involved, including any available records relating to the check-in counter and the circumstances surrounding my refusal of service. I cannot know what was in another personβs mind, but I can tell you how I experienced the treatment: as discriminatory, degrading and profoundly humiliating. As a Black woman, the manner in which I was dismissed made the experience particularly painful, and it is something I will not simply pretend did not happen. I also want to acknowledge my own conduct during the aftermath. I became extremely emotional and I know that, during some of my conversations with representatives, I had outbursts and may have said things in frustration that I would not normally say. For that, I sincerely apologise. I tried for a long time to remain calm. But after feeling dismissed, repeatedly questioned, financially overwhelmed and as though I had to continuously defend myself instead of being helped, I reached my emotional limit. That does not excuse anything inappropriate I may have said, and I take responsibility for my reaction. But I sincerely ask you to understand the circumstances that led to it. There is only so much humiliation and frustration a person can absorb before they break down. I am not asking Iberia for special treatment. I am asking to be treated like a human being and like a customer who paid for a service. I am therefore formally requesting: 1. An urgent refund of the additional costs I incurred as a direct result of this incident, including the replacement flight where applicable. 2. Appropriate compensation for the severe inconvenience, financial consequences and distress caused. 3. A formal investigation into the conduct of the check-in employee involved and the circumstances under which I was denied service. 4. A written explanation of why I was not issued a boarding pass. 5. A formal apology for the manner in which I was treated and for the subsequent handling of my complaint. I also ask that this case be reviewed urgently. The financial consequences are not theoretical for me. I currently have approximately β¬140 available to me and still need to be able to return home. Today should have been the beginning of a happy trip. Instead, I am writing this feeling humiliated, financially devastated and still trying to understand how a simple check-in could have escalated into something that made me feel so small. I paid Iberia for transportation. I did not pay to be humiliated. Please do not respond to this complaint by simply looking for another reason to blame me. Please investigate what actually happened, listen to the person who experienced it, and treat this matter with the seriousness and humanity it deserves. I am requesting my money back, appropriate compensation, and accountability for what happened. I sincerely hope Iberia will show me through its response that the treatment I experienced today does not represent the standards or values of the airline. Kind regards,- Zurich-Madrid
- Economy
Evan W
Verified | Sep 3, 2026Nice-Madrid
Economy
Claim escalated to airline
Unknown
There was a lot of people on this flight who also lost their baggae and had to go throught this 3h bagage claim queue with 0 garanty for now if we are getting our lugages- Nice-Madrid
- Economy
- Claim escalated to airline
Konstantinos G
Verified | Aug 31, 2026Athens-Lisbon
Economy
Successful claim
I was in Lisbon for work in shipyard on Setubal and all this caused me a lot of problems about my clothes safety shoed and helmet and also my battery charger for my tools
- Athens-Lisbon
- Economy
- Successful claim
Ana Carolina D
Verified | Aug 31, 2026Lisbon-Arrecife
Economy
Unknown
We bought flights from Lisbon to Madrid and then Madrid to Lanzarote. The first flight was delayed and the air company IBERIA changed our airplane tickets without consulting us. We got on time to the boarding gate but they didn't let us get in the plane, even thought the boarding was still happening. Due to this we had a layover of more than 6 hours in Madrid airport and got to Lanzarote very late at night, what made as loose the reservation of the rental car. We had to go by taxi to our hotel and return on the other day to the airport again.- Lisbon-Arrecife
- Economy
Ricardo F
Verified | Aug 31, 2026Lisbon-Arrecife
Economy
We bought 2 flights: Lisbon - Madrid , Madrid - Lanzarote. The first flight was delayed and automatically IBERIA attributed us new flights, although the boarding to the flight Madrid - Lanzarote was still happening. We got on time to the boarding gates and the boarding was still occurring but they didn't allow us to get on the plane. Due to this, we stayed 6 hours on the airport, lost the reservation of the car rental and got to Lanzarote very late in the night, having to go to the hotel by taxi. Due to this incident our trip to Lanzarote got much more expensive.
- Lisbon-Arrecife
- Economy
Jona Audur H
Verified | Aug 30, 2026Alicante-Keflavik
Economy
My flight was canceled to OslΓ³ so I get a new flight at 09.15 so I go to airport 1 and 1/2 houre drive, when I come to check in they say sas has canceled that ticket as well give me new flight witch is alicante-barcelona-amsterdam-keflavik but land amsterdam 17.50 but flight from Amsterdam to keflavik leaves at 17.05 so says -45 min at airport that dos not work. So in the end sas finds flight at 17.50 to frankfurt-keflavik but have to wait 9 hourse. I have screenshot of all the flights you booked and then didn't get to go on and then changes to flight that didn't work and then finaly many many hours later arrive home sooo tired
- Alicante-Keflavik
- Economy
Atlas G
Verified | Aug 29, 2026Barcelona-New York
Economy
Successful claim
No reason given
All of the contact I had with the airline was over the phone because they refused to send me any confirmation of my claims via email. They also downgraded us from premium seats to economy seats on both flights--the way there and back, so I also have a claim about that for which they paid me 349 euros (see the confirmation email about that attached); however they never paid me for the delayed flight, which was delayed for 2 days. Here are the claim numbers they provided me over the phone: 1. 00899647 compensation for canceled flight 1. flight reservation code L47EF 2. oildefon@gmail.com 2. 00933036 downgrade from premium to economy on both flights 1. flight reservation code L47EF 2. oildefon@gmail.com- Barcelona-New York
- Economy
- Successful claim
Mary L
Verified | Aug 27, 2026Dallas-Fort Worth-Madrid
Premium economy
EU compensation denied with wrong appeal
Delayed over 24 hours. Filed EU compensation claim. Denied with referral to UK board which didn't apply. Getting runaround. Poor customer service.Overall
- Does not respect EU compensation policy
- good food
- Dallas-Fort Worth-Madrid
- Premium economy
- Desired solution
Ashleigh G
Verified | Aug 26, 2026Madrid-La Coruna
Economy
Successful claim
My baggage was not returned for 48 hours in which I was starting the Camino hike - hence my lost sneakers were necessary to replace in the meantime.
- Madrid-La Coruna
- Economy
- Successful claim
Alphonsus Maria Aloysius P
Verified | Aug 23, 2026Vigo-San Antonio
Economy
Claim escalated to airline
Technical problems
Subject: EU261 Compensation Claim β Cancelled Flight and Delayed Baggage β 9 August 2026 Dear Iberia Customer Relations, Iberia Airlines P.O. Box 36.299 28080 Madrid Spain I am submitting a formal claim for compensation under EU Regulation 261/2004 concerning the cancellation and subsequent disruption of our journey from Vigo, Spain, to San Antonio, Texas, USA, on 9 August 2026. My wife and I were passengers on this itinerary. We were already at the airport and waited approximately five hours in the gate area before being informed at approximately 5:00 PM on August 9 that our flight had been cancelled. The reason given to us by Iberia was βaircraft equipment malfunction.β The gate personnel stated to go to the main terminal Iberia Customer Service, and they would arrange for Hotel and Meal Vouchers and that we would be entitled to β¬600 Euro per passenger compensation, and we complied. The Hotel was fine but the buffet meal provided was terrible and we could not use the coupon in the restaurant. Our original scheduled arrival time in San Antonio was 11:56 PM on August 9, 2026. We did not arrive in San Antonio until approximately 12:00 AM on August 11, 2026, resulting in a delay of approximately 24 hours and 4 minutes. Because the journey originated in the European Union, I request the compensation applicable under EU Regulation 261/2004. For the two passengers, I am requesting: - β¬600 compensation for myself - β¬600 compensation for my wife - Total requested: β¬1,200 I understand that Iberia may contend that the cancellation was caused by an extraordinary circumstance. However, the reason communicated to us at the airport was an aircraft malfunction. If Iberia intends to deny compensation on that basis, please provide the specific nature of the malfunction and the evidence on which Iberia relies to establish that it constituted an extraordinary circumstance under EU Regulation 261/2004 and could not have been avoided by reasonable measures. In addition, four pieces of our checked baggage remain missing/delayed. The baggage claim/PIR numbers are: - IB104113 - IB104092 - IB104071 - IB104045 Please treat these as a separate delayed-baggage claim and provide the current status and location of each bag, as well as the expected delivery date to our San Antonio address. One of the four, a carryon bag was received on 13 Aug 2026, however the other three are still not received as of this writing. At this time, we are not requesting reimbursement for clothing or toiletries, because we have not incurred such expenses. We reserve our rights concerning any other reasonable expenses or losses that may arise from the continued delay of our baggage. Please confirm receipt of this claim and provide a claim/reference number. I request that Iberia process the β¬1,200 EU261 compensation claim separately from the delayed-baggage claims and provide a written explanation if any portion of the compensation is denied. Thank you for your prompt attention to this matter. Sincerely, Alphonsus Maria Aloysius Ponsioen and Patsy M Ponsioen Phone: +1-210-313-4416 Email: PeFoPonsio@gmail.com Address: 17910 Bierstadt Mt. Helotes, Texas 78023 USA Original Booking Information: Sunday, August 9, 2026 Airline Ticket #: 0757444474823 and Airline Ticket #: 0757444474822 IBERIA Booking Number: 8728713 Vigo, Spain (VGO) to San Antonio, TX (SAT) Flight1 IBERIA Flight 1130 Vigo Spain β Madrid Spain 1:30 PM. Airline Booking #: BKTO8P Sunday, August 9, 2026 2:45 PM Flight 2 Madrid, Flight IB363, Spain (MAD) to Dallas TX USA Departs 3:55 PM Airline Booking #: BKTO8P Arrives Sunday, August 9, 2026 8:10 PM Dallas, TX (DFW) Flight 3 Flight IBERIA Flight 4635 Operated By AMERICAN AIRLINES Sunday, August 9, 2026 10:55 PM Revised Booking from Madrid United Airlines confirmation # JE2GHH from Madrid (MAD), via DC (IAD) to San Antonio TX (SAT) with considerable delays in IAD. My Lost/Delayed Luggage was noted in IAD when I was required to claim my luggage for Customs Clearance, I was told I had to report the Lost/Delayed Luggage at the end terminal in SAT. Alphonsus M Ponsioen Patsy M Ponsioen- Vigo-San Antonio
- Economy
- Claim escalated to airline
Estefania J
Verified | Aug 21, 2026Madrid-Washington
Economy
Successful claim
Iberia is refusing to give me full compensation of my purchases, I was also flying with my toddler and his things were also in the suitcase which was withheld by Iberia in Madrid. Diego Cebrianjimene Ticket number (0012327069552) I tried calling and emailing Iberia several times and they did not respond on when they would return my baggage, the man arrived at the door and left it there as we were not home. Iberia is not giving me credit for purchasing bΓ‘sics such a higiene or clothes which I needed until my baggage arrived.
- Madrid-Washington
- Economy
- Successful claim
Alphonsus P
Verified | Aug 20, 2026Vigo-San Antonio
Economy
Technical problems
We originally checked in at Vigo Spain and checked our four bags. Subject: EU261 Compensation Claim β Cancelled Flight and Delayed Baggage β 9 August 2026 Dear Iberia Customer Relations, Iberia Airlines P.O. Box 36.299 28080 Madrid Spain I am submitting a formal claim for compensation under EU Regulation 261/2004 concerning the cancellation and subsequent disruption of our journey from Vigo, Spain, to San Antonio, Texas, USA, on 9 August 2026. My wife and I were passengers on this itinerary. We were already at the airport and waited approximately five hours in the gate area before being informed at approximately 5:00 PM on August 9 that our flight had been cancelled. The reason given to us by Iberia was βaircraft equipment malfunction.β The gate personnel stated to go to the main terminal Iberia Customer Service, and they would arrange for Hotel and Meal Vouchers and that we would be entitled to β¬600 Euro per passenger compensation, and we complied. The Hotel was fine but the buffet meal provided was terrible and we could not use the coupon in the restaurant. Our original scheduled arrival time in San Antonio was 11:56 PM on August 9, 2026. We did not arrive in San Antonio until approximately 12:00 AM on August 11, 2026, resulting in a delay of approximately 24 hours and 4 minutes. Because the journey originated in the European Union, I request the compensation applicable under EU Regulation 261/2004. For the two passengers, I am requesting: - β¬600 compensation for myself - β¬600 compensation for my wife - Total requested: β¬1,200 I understand that Iberia may contend that the cancellation was caused by an extraordinary circumstance. However, the reason communicated to us at the airport was an aircraft malfunction. If Iberia intends to deny compensation on that basis, please provide the specific nature of the malfunction and the evidence on which Iberia relies to establish that it constituted an extraordinary circumstance under EU Regulation 261/2004 and could not have been avoided by reasonable measures. In addition, four pieces of our checked baggage remain missing/delayed. The baggage claim/PIR numbers are: - IB104113 - IB104092 - IB104071 - IB104045 Please treat these as a separate delayed-baggage claim and provide the current status and location of each bag, as well as the expected delivery date to our San Antonio address. One of the four, a carryon bag was received on 13 Aug 2026, however the other three are still not received as of this writing. At this time, we are not requesting reimbursement for clothing or toiletries, because we have not incurred such expenses. We reserve our rights concerning any other reasonable expenses or losses that may arise from the continued delay of our baggage. Please confirm receipt of this claim and provide a claim/reference number. I request that Iberia process the β¬1,200 EU261 compensation claim separately from the delayed-baggage claims and provide a written explanation if any portion of the compensation is denied. Thank you for your prompt attention to this matter. Sincerely, Alphonsus Maria Aloysius Ponsioen and Patsy M Ponsioen Phone: +1-210-313-4416 Email: PeFoPonsio@gmail.com Address: 17910 Bierstadt Mt. Helotes, Texas 78023 USA Original Booking Information: Sunday, August 9, 2026 Airline Ticket #: 0757444474823 and Airline Ticket #: 0757444474822 IBERIA Booking Number: 8728713 Vigo, Spain (VGO) to San Antonio, TX (SAT) Flight1 IBERIA Flight 1130 Vigo Spain β Madrid Spain 1:30 PM. Airline Booking #: BKTO8P Sunday, August 9, 2026 2:45 PM Flight 2 Madrid, Flight IB363, Spain (MAD) to Dallas TX USA Departs 3:55 PM Airline Booking #: BKTO8P Arrives Sunday, August 9, 2026 8:10 PM Dallas, TX (DFW) Flight 3 Flight IBERIA Flight 4635 Operated By AMERICAN AIRLINES Sunday, August 9, 2026 10:55 PM Revised Booking from Madrid United Airlines confirmation # JE2GHH from Madrid (MAD), via DC (IAD) to San Antonio TX (SAT) with considerable delays in IAD. My Lost/Delayed Luggage was noted in IAD when I was required to claim my luggage for Customs Clearance, I was told I had to report the Lost/Delayed Luggage at the end terminal in SAT. Alphonsus M Ponsioen Patsy M Ponsioen- Vigo-San Antonio
- Economy
Nahel A
Verified | Aug 17, 2026Barcelona-Madrid
Economy
Successful claim
They told me that I have no seat in the aircraft, as the plane is overbooked. I explained them that I have important medical congress I can not miss, but they did nothing.
- Barcelona-Madrid
- Economy
- Successful claim
Ivana M
Verified | Aug 16, 2026Madrid-London
Economy
No reason given
Information received of flight cancelled received 4 hours prior to flight, and rebooked for the following evening, Attended airport and spoke to a BA steward and also contacted BA via live chat, I was advised that there was not earlier flights available, me and my husband were due to work on the Monday 10/08/26, we had to use annual leave to cover the day- Madrid-London
- Economy
Stephanie L
Verified | Aug 14, 2026Quito-Madrid
Economy
No reason given
The flight was delayed by a few minutes, then by an hour and a half, then by 2 hours, then by 3 hours and 15 minutes. I was not offered VIP access or even complimentary food and drink which I now know I was entitled to both. I got the text in the screenshot from Iberia but didn't notice the commands at the bottom of their text until it was apparently too late. So technically they contacted me, I did not contact them. But they can't fob me off when the EU says I'm entitled to compensation in these circumstances! All the other flights on the board were either on time or only delayed by a few minutes, which makes me believe it was Iberia Airlines' fault that the flight was so unbelievably delayed.- Quito-Madrid
- Economy
Eun Joo K
Verified | Aug 13, 2026Los Angeles-Madrid
Economy
Claim escalated to airline
The contents of the delayed suitcase consisted entirely of high-quality, hand-woven silk fashion show pieces, which could not be presented on July 17th, due to the extensive delay. I picked up at Iberia check in area at LAX on 07/31. The delayed luggage caused me significant financial losses and considerable to my business and brand reputation. The claims process has also been extremely confusing and difficult to follow, as each response I received from Iberia provided different instructions and conflicting information.
- Los Angeles-Madrid
- Economy
- Claim escalated to airline
Rick K
Verified | Aug 12, 2026Brussels-Madrid
Economy
We are in holliday, we were very dissapointed that our luggage was missing, we had totally no clothes and personal things with us, we needed to go to shop and spend extra money for some clothes and things needed. I demand an extra compensation above the cost we had to make by getting clothes, because our start of the holiday was ruined for my wife.
- Brussels-Madrid
- Economy
Esther P
Verified | Aug 11, 2026Vigo-London
Economy
Claim escalated to airline
One suitable was received whilst the other was left in Madrid despite of the three hours stopover. It took 7 days to get the suitcase back home. Although I reported it as delayed luggage on arrival, no updates were made for several days therefore I had to call customer service twice until I was asked to fill in a descriptive report of the suitcase. I managed to get it exactly one week later on the 8th of August. My daughter and I had our teeth straightening in it unable to use them for a whole week. We were lucky enough to get back home where we have spare clothes and sandals otherwise it would have been a disaster.
- Vigo-London
- Economy
- Claim escalated to airline
Kyle L
Verified | Aug 9, 2026Palma de Mallorca-Madrid
Economy
Claim escalated to airline
We literally saw the bags behind the plane after we landed at Menorca. They were grossly negligent despite having ample time to get the bags to our next flight. We have not received our luggage yet. The agent at Madrid said that he can see that the luggage was never loaded on the plane but he has no idea where it is. They didnβt even apologize. The luggage contained contents needed for work and is needed as we move into a new place. Extremely inconvenient.
- Palma de Mallorca-Madrid
- Economy
- Claim escalated to airline
Anonymous member
Verified | Aug 8, 2026Barcelona-Miami
Economy
One of the flight crew could have at least tried to help me before my connecting flight. I waited as long as I could before my connecting flight and not one person would help. I really just want my bag back. It's got souvenirs from a once in a lifetime trip, gifts from my girlfriend, and my best clothes.
- Barcelona-Miami
- Economy
Jose K
Verified | Aug 7, 2026Madrid-Miami
Premium economy
Icompetence handling luggage
We understanding there could be a mistake by leaving luggage behind eventhough our connection was close to 4 hours. Our luggage is still in Madrid, we see it via Apple tag, why can Iberia make the effort to put it in the next plain and bring it to Miami like they should have done from the beginningOverall
- Nothing ha been done, nothing
- Iberia has the claim
- Madrid-Miami
- Premium economy
- Desired solution
Other - We know our luggage is still in Madrid, why is Iberia so inneficient? We arrived August 5, 2026 to Miami, now is 2 days later and the baggage is till in Madrid?? Until when do we need to wait???
Ricardo Henrique S
Verified | Aug 7, 2026Porto-Puerto Vallarta
Economy
Claim escalated to airline
I contacted Iberia, which is responsible for selling me the ticket, as I bought in their website and they were the main carrier, but I got the answer that the responsible party is Viva Aerobus, because that was the last flight. I contacted Viva Aerobus and never got any answer or contact back. Besides the delay in the luggage delivery, they also broke my suitcase (I'm attaching the pictures of the suitcase broken and the events report filled by the Viva Aerobus when I got the suitcase back in Puerto Vallarta), told me in the airport I'd be contacted by the airline but I was never - I also mentioned the broken luggage in the claims sent for the airlines but, as I've mentioned before, I was ignored. I'm also attaching the luggage receipt from when I bought it
- Porto-Puerto Vallarta
- Economy
- Claim escalated to airline
Naziha S
Verified | Aug 6, 2026Dublin-Algier
Economy
Yes it's will as i have some products that's will expire and will make a bad smell in the luggage that's will affect the clothes there
- Dublin-Algier
- Economy
Mimi W
Verified | Aug 5, 2026Ibiza-Palma de Mallorca
Economy
We were meant to fly and were told we were out on standby. When we arrived at the gate we were told the flight was full so we could not get on it. Then after trying to arrange to fly at another point in time, we were told no flight were available and it was not possible for us to fly that day or the following say
- Ibiza-Palma de Mallorca
- Economy
Selena D
Verified | Aug 4, 2026Munich-Dallas-Fort Worth
Economy
I didnβt arrive to my final destination until July 21st. They denied my military orders and military ID To get home and closed the gate without letting me on. They gave no information or help after I had everything provided to be able to board the plane as a United States soldier on orders. I had to get delayed again to get home after getting delayed the previous day with another airline. I had no clothes or anywhere to stay and had to sleep on the airport floor. I miss out on work and money.
- Munich-Dallas-Fort Worth
- Economy
John M
Verified | Aug 2, 2026Madrid-Dublin
Economy
Yes, it cost me time and ruined my weekend completely, I missed an important meeting on Friday because of it.nothing provided by the airline no information I called at least ten times. I had to borrow a car for a day because my car keys were in the suitcase.
- Madrid-Dublin
- Economy
Laila A
Verified | Jul 29, 2026Madrid-Manchester
Economy
For the past three days, my son and I have been left without our personal belongings. Instead of enjoying our holiday, I have been forced to spend money every day purchasing clothes, toiletries, and other essential items for both of us. The budget I had planned to use to enjoy my holiday has instead been spent replacing necessities because of Iberia's failure to deliver our baggage. Furthermore, our luggage contains valuable personal belongings as well as skincare products and creams that require cool storage
- Madrid-Manchester
- Economy
Donatella B
Verified | Jul 28, 2026Tenerife-Budapest
Economy
Successful claim
My luggage was left behind in Madrid and was never transferred from my first flight TFS-MAD onto my MAD-BUD flight. I am on a work trip and about to board a river cruise. I had two meetings and a dinner to attend on my arrival day plus the next day so I had to buy the essentials: some shoes, toiletries, underwear, a workout outfit so I could make it to the gym in the morning, and couple of dresses since I couldn't show up in ripped shorts and a sweater to a work meeting. I was told my luggage would arrive with the same flight I was on but on the next day, however, I still haven't seen it and the lost and found is not answering my calls. I hope to be bale to see the suitcase tonight before I board my ship tomorrow or I'll have to go buy more things for the week. No cash allowance was given to me. I was just told to go buy what I needed and keep my receipts. I was traveling in Business Class so I didn't pay any luggage fees.I filed a PIR immediately upon arrival and I was told the bag would be delivered the next day however, it has been 5 hours since the flight has landed and still nobody has gotten in contact with me and they are not answering the phone.
- Tenerife-Budapest
- Economy
- Successful claim
Sienna D
Verified | Jul 28, 2026Ibiza-Palma de Mallorca
Economy
We were denied boarding due to an overbooked flight, where they proceeded to tell us that flights for the next 3 days were all overbooked, forcing us to get the ferry from Ibiza to Mallorca instead.
- Ibiza-Palma de Mallorca
- Economy
These complaints are the subjective opinion of AirAdvisor members and not of AirAdvisor International Inc. We will try to monitor complaints for compliance (as feasible).
As an Iberia Airlines passenger, you may have encountered an issue that has left you feeling compelled to complain to the airline. However, you might be unsure how to complain, what compensation to ask for, or if you even have reasonable grounds on which to complain.
AirAdvisor is the organisation you can lean on to check your eligibility for compensation and file a claim against an airline. In this article, we discuss all you need to know about Iberia Airlines complaints, including what you can complain about and how to submit your complaint.
What Can You Make a Complaint About
From delayed, cancelled or diverted flights to poor customer service and overbooking, there are many things that you are within your rights to complain about when travelling by air. As an Iberia Airlines traveller, you may approach the airline regarding flight delay compensation, cancelled flight compensation, or even a full flight refund. You might also feel compelled to seek compensation in the case of bad in-flight service or various baggage complaints.
To benefit from Iberia Airlines' delayed or cancelled flight compensation, you need to have held a ticket for a flight that was delayed over 3 hours or cancelled by the airline for reasons within their control. The compensation amount for delays typically ranges from €250 to €600. The amount of compensation that you can receive for a cancelled flight depends on various factors. For example, if Iberia Airlines cancels your flight (of fewer than 1,500 kilometres) within 14 days of your scheduled departure time, you may be eligible for €250 in compensation.
Claim with AirAdvisor and get up to €600 compensation. Find out how much you’re owed today.Check Your Flight
Know Your Passenger Rights
Knowing your rights as an air traveller is essential for peace of mind. European Union Regulation 261/2004 establishes certain rights for you as an air traveller in the EU. Some of these rights include:
- Right to compensation: If your flight is cancelled or delayed by three hours or more, you're entitled to compensation, unless the airline can prove that extraordinary circumstances beyond its control caused the delay or cancellation.
- Right to care and assistance: If you experience a delay in excess of two hours, you're entitled to free meals and refreshments, access to communication facilities, and, if necessary, accommodation and transportation to and from the airport.
- Right to rerouting or refund: If your flight is cancelled, you have the right to choose between rerouting to your final destination under comparable conditions or having the ticket price refunded to you.
- Right to compensation for denied boarding: If an airline denies you boarding due to overbooking, you may be entitled to compensation, unless the airline can prove that the denial was necessary for operational, safety or security reasons.
- Right to information: Airlines are required to inform you of their rights under EU Regulation 261/2004, including the right to compensation and care and assistance, in writing or through an announcement at the airport.
It's important to note that these rights only apply to flights departing from an EU airport or arriving at an EU airport on an EU airline.
How to Make a Complaint to Iberia Airlines
Below, you can explore a step-by-step guide to one way of submitting a complaint to Iberia Airlines:
- Gather the necessary information and documentation: Before you lodge an Iberia Airlines complaint, it's essential to gather all the supporting information. This information might include flight details, booking confirmation numbers, boarding passes and receipts for any additional expenses incurred.
- Contact Iberia customer service: Once you have the information required to substantiate your claim, you can contact the Iberia Airlines customer service department and let them know of the issue you experienced and the compensation you seek. Visiting the 'Contact Us' section of their website will provide you with numerous ways to do this.
- Escalate the complaint: If you don't receive a response, or find it dissatisfactory when you do, you can escalate the complaint. You can do this by recontacting their customer service department or by getting in touch with the relevant regulatory body.
- Consider seeking third-party support: If you believe that your rights have been violated or that Iberia Airlines has breached its contract with you, you may wish to consider seeking the support of an organisation like AirAdvisor, which can ensure your complaint is taken seriously and addressed appropriately.
Find out if you are owed compensation for a disrupted flight.Check Your Flight
Ways to Make a Complaint to Iberia Airlines
If you wish to contact Iberia Airlines to make a complaint, you may consider one of the following methods:
Iberia Airlines Complaints Email
While there are some email addresses for Iberia Airlines, there isn't a dedicated one for complaints. For a written complaint, consider using their complaints form.
Iberia Airlines Complaints Phone Number
On their 'Customer Services' page, select your country or region from the drop-down menu and the website will display the relevant phone numbers for Iberia Airlines' customer care team.
Iberia Airlines Complaints Live Chat
You can access the airline's live chat by clicking on the 'Chat with us' button located at the bottom right corner of your screen.
How to Fill Out an Iberia Airlines Complaints Form for Cancelled or Delayed Flights
At AirAdvisor, we offer a free and user-friendly tool that allows you to check your eligibility for compensation and file a claim against the airline responsible for the disruption. Simply select the 'Claim Compensation' option on our website and follow the prompts before submitting your claim. We charge a commission fee for successful claims, which we deduct from the compensation payout you receive.
Iberia Airlines Complaint Response Time
Under EU regulations, Iberia Airlines has 28 days to respond to a complaint.
FAQ / Common Questions: Iberia Airlines Complaints
Listed below are FAQs regarding Iberia Airlines complaints, along with their corresponding answers for your reference:
How do I make a complaint to Iberia Airlines?
Via their complaints form, phone or live chat.
How do I contact Iberia Airlines;directly?
By phone or through their live chat function.
Does Iberia Airlines ever give refunds?
In cases whereby passengers are eligible for one, yes.
How long does Iberia Airlines take to respond to complaints?
Typically, up to 28 days.
Is it worth complaining to Iberia Airlines?
Yes, if you have reasonable grounds for your complaint.
Does Iberia Airlines have a live chat?
It does, you can talk to a chatbot first that'll transfer you to a customer care representative if it can't help you out.
Why is my Iberia Airlines refund taking so long?
Some refunds can take longer than others to process.
How much does Iberia Airlines charge for special assistance?
There is no cost for special assistance for passengers with disabilities or reduced mobility on Iberia Airlines flights.
Can you sue Iberia Airlines?
Whether or not to sue an airline depends on the specific circumstances of your case. In general, suing an airline can be a complex and time-consuming process that may involve significant legal fees and resources.
How reliable is Iberia Airlines?
Iberia Airlines generally has a good reputation as a reliable airline. The airline has been operating for over 90 years and has established a strong presence in the European aviation market, offering a range of domestic and international flights to destinations in Europe, Africa, Asia and the Americas.
Author:
Nicolle Harwood-NashJob/Position: Writer & Content Creator
Nicolle is a copywriter and editor with over 15 years of international experience shaping content for industries including aviation, technology, finance, and healthcare. Skilled at both creative storytelling and precise editing, she brings adaptability and insight to every project she takes on.
Iberia Airlines customer support contact details
Website:
www.iberia.com
Phone
+1 800 772 4642 US
+44 0 20 3003 2109 UK
Mailing Address
IBERIA LAE SA Operadora Unipersonal C/ MartΓnez Villergas, 49 28027 Madrid, Spain
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