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Iberia Airlines / Ground service

1 Iberia Airlines Madrid Spain, Spain
Contact information:

My husband and I were traveling from Geneva to Las Palmas, Gran Canaria on December 29, 2015 with a stop-over in Madrid. On the Madrid leg to Las Palmas on IB 3834, we checked in as we always do but a few meters before my wife was boarding the plane, she was stopped by an Iberia employee who seized my wife's only hand luggage (meeting the prescribed standards) in a very aggressive way. Inside the hand luggage, my wife had her wallet, a piece of jewelry and two glass framed pictures of our grandchildren. She managed to remove the wallet and the jewelry whilst the employee was shouting "hurry up, hurry up" and the boarding passengers behind my wife were complaining. My wife did not have the time to remove the glass framed pictures of the grandchildren. When we unpacked, the glass framed pictures were broken because the employee threw the hand luggage to the workers on the ground to put in the hold of the plane. We are elderly people who have been flying Iberia for many years with the same luggage. We do not understand the inadmissible mannerism of the employee in question. The next day my wife unpacked her hand luggage and found the glass framed picture broken. IB flight 3834 leaving Las Palmas at 21h30 had only lights in the middle of the plane but no lights over the passengers'seats. Many passengers complained but the answer was "we have problems with the connection and there was nothing that can be done". This, of course, did not put us at ease and for the two hours flight, we could not read but had to bear the consequences. We tried to lodge this complaint with Iberia but could not find an appropriate contact point. To which Iberia e-mail can we send this complaint ? Name of passenger : Mrs Martha Koch IB [protected] Booking Confirmation 4XF3RT hand luggage receipt IB 849448 Seat 9E

Jan 18, 2016

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