Iberia Airlines / Horrible Service + Missing Luggage
I flew with Iberia Airlines from New York to Madrid and to Istanbul, round trip. Overall, I had great experience with Iberia; the service was outstanding, there were no major delays, the personnel were helpful and the food was great.
I have only one big problem: Some of my personal belongings disappeared when I arrived to Istanbul. I checked in 2 pieces of luggage in New York. I got both pieces when I arrived to Istanbul, but I realized that the side pockets of my sports bag
were opened and many personal belongings were taken out. I immediately went to the “lost Luggage” office that represents Iberia (CELEBI) and reported the damage. They took down some information and told me that I should be getting a call within the next 24 hours.
I haven’t heard from Iberia for 20 days. I e-mailed the airlines twice and faxed a document a few times and got no answer. Eventually I got a hold of someone from the corporate office after I sent a letter to the CEO of Iberia. The person reviewed my file and told me that I had no claim but as a good faith Iberia was willing to offer some money; less than 1/3 of the actual value of my missing items. They told me that the reason for offering so little was that I didn’t declare all the items at the lost luggage office in Istanbul. I tried to explain to this person that I was told by Iberia staff the following
“OK, don’t worry about your missing items, just fill out this form and someone will call you in 24-hours and they will take your statement. You can give them to full list of missing items. We don’t need a list from you”.
I had horrible experience with Iberia customer service. They would not transfer my calls to the managers; they would not give their names or ID numbers. This company is run like a banana republic.
IBERIA JUST DOESN’T WANT TO HEAR THIS. AFTER 5-MONTHS THE CASE HAS NOT BEEN RESOLVED.
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