Iberia Lineas Aereas Reviews 

I rarely leave negative reviews, but this experience with Iberia left me emotionally drained and incredibly disappointed.
Planning an international family trip takes months of saving, coordination, and excitement. Instead of feeling supported during a stressful situation, I felt trapped by policies that showed little compassion or flexibility. We were facing hundreds of dollars in penalties just to make necessary changes to our flights, and every conversation felt cold and transactional rather than human.
As a mother traveling with children and disabled veteran, this situation caused an unbelievable amount of stress and anxiety. What should have been a beautiful family experience turned into days of frustration, panic, and emotional exhaustion over the possibility of losing so much money.
I understand airlines have rules, but there also needs to be empathy. Customers are not just reservation numbers; they are families, people dealing with real-life situations, trying to make meaningful memories together.
I truly hope Iberia reevaluates how they handle these situations in the future, because no family should feel this helpless while trying to travel.

(Because there are no direct email addresses)
Dear Iberia Customer Relations,

I am writing to formally and strongly complain about the handling of my booking and the treatment my party and I received during a severely disrupted travel situation on 9 May 2026.

This was a fully paid and protected booking, including connecting flights (MAD ↔ SDQ ↔ LHR), with all accommodation and onward travel arrangements already confirmed.

On the day of travel, our journey from Middleton Road to Heathrow Airport was heavily delayed due to significant traffic congestion, roadworks, and disruption around the Heathrow and M25 corridor. These delays are consistent with traffic disruption reports affecting Heathrow access routes at the time.

As someone who suffers from asthma and anxiety-related panic attacks, the prolonged delay had a serious impact on my health. During the journey, I experienced breathing difficulties and a panic attack due to the stress, traffic conditions, and time pressure. Upon arrival at Purple Parking, we then faced a further delay waiting for the transfer bus, which triggered another panic attack and worsened my condition.

By the time we reached Heathrow Terminal 5, we were forced to rush through the airport under severe time pressure. We arrived approximately seven minutes late.

From approximately 11:00am to 2:30pm, I was actively on the phone attempting to resolve the situation and secure alternative arrangements so that we could still connect with our onward Iberia flight from Madrid (scheduled for 4:55pm). We repeatedly requested assistance and support, as we were willing to adjust our travel plans in order to continue the journey.

Despite this, at approximately 5:00pm, we were informed that Iberia had cancelled not only the outbound flights but also our return flights in full.

I find this decision deeply unreasonable and distressing, particularly given that we were only minutes late and had made every possible effort to communicate and resolve the situation. We still had a viable connection opportunity, and we were actively seeking support from staff and customer service throughout.

To add to the distress, during this period I continued receiving automated emails from Iberia prompting check-in, boarding, and travel updates, despite the fact that the booking had already been cancelled. These messages caused additional emotional distress at an already extremely difficult time, particularly as this was meant to be a birthday trip that I had planned and paid for.

The situation caused significant emotional impact, including distress, depression, and worsening of my anxiety symptoms.

I am also providing supporting evidence including:
- Screenshot evidence of my booking and flight itinerary (IB713 and connecting routes)
- Proof of payment and protection plan
- Medical evidence relating to my asthma condition and recent GP consultation
- Prescription evidence for my inhaler
- Evidence of attempted communication and time spent seeking assistance

Given the circumstances, I believe this situation has been handled without adequate care, flexibility, or consideration for passenger wellbeing, particularly in relation to a protected and fully paid booking.

I request a full investigation into this matter and a formal response outlining why assistance was not provided and why the booking was fully cancelled despite the circumstances and available time to support a connection.

I also request consideration of full compensation for financial loss, distress, and the impact on my health and wellbeing.

I look forward to your urgent response.

Missed the check in by few minutes from Naploi at 7:50 am. Iberia had no Ticket office at Napoli Airport. I had to use my cell phone to reach customer service.
They attempted to sell me two new tickets to London for 2500 euro, 12 HOURS LATER.
They were rude with no sympathy at all.
On the other hand, our connection flight from London to Washington dulles was on British Airways. When I called them, they were wonderfully nice and offered to put me in any flight at no charge.
Luckily, my wife was able to purchase two new tickets from Naploi to all the way to our final destination washington Dulles. Thr total cost was 1050 Euro for both me and my wife on Turkish.
STAY AWAY FROM THIS IBERIA TRASH AIRLINES.

Unable to give minus stars. THE WORST CUSTOMER SERVICE experience I have EVER received.
I spoke to an agent at the end of January 2026 regarding amending my name on a series of flights from the UK, via Madrid, to Lima and back.
I was told to email Customer Services, which I duly did, on 31 January. I received an email back asking for supporting documentation, which I duly provided.
Then, radio silence... I chased via email 13th February and 10th March. No response.
I called their Customer Service line a number of times, and was told it was in progress.
On 26th March, the query was finally picked up by a CS agent, who raised the query to another team. I was told I'd have the tickets that afternoon. Nothing had appeared by the next day, so I called again. I was then given an entirely different story, that the query needed to go to another team, and to LATAM, who are servicing the MAD>LIM flight. I was told I'd hear back in 48 hours. the next Thursday (4 working days later) when I'd still not heard anything, I called again. The agent I spoke to then told me I shouldn't have been instructed I'd hear back in 48 hours, and because it was late in the day, to call back after the Easter weekend.
Which I did.
That agent gave me another story about my case, and again, told me I'd hear back from Iberia in 48 hours.
that was 6th April.
9th April, having (perhaps unsurprisingly) I'd had no call back. So called yet again. The chap I spoke to (Sebastian) did actually seem to know what he was talking about... He apparently highlighted the case, and ensured it was directed to the correct people and told me it would take 15 to 21 days for LATAM to respond to the query. He apologised that I'd been told 48 hours, and that I'd not been called back.
Come 1st May, I'd still heard nothing, I have no change of name, no communication, no passport, and I need to buy internal flights for my Peru trip and flights for work. Another call, anther story, but LATAM are "Still reviewing" their side of the case (or ignoring it completely).
12th May. I cannot wait any longer - I have other flights to book, I need to buy a new passport.
I call to cease the query, trying to check that the change wont' go through, then I'll have a ticket which doesn't match my passport... Apparently fine. The agent cancels y query.
I try to log in to my booking. Turns out, not only has the agent cancelled my query, SHE'S ALSO CANCELLED ALL MY FLIGHTS. Another phone call (phone call number 4, as previously I'd had 2 calls which dropped out, but no-one called me back, of course...) having phones so many time and NEVER spoken to the same person, I managed to speak to the inept woman who cancelled my flight. Who tries to fob me off telling me she's already told me she can't do anything for me, as we've just spoken. I had to interrupt her to point out that she'd cancelled my flight.... Again, I was put on hold (I now have an earworm of Iberia hold music), and magically, a confirmation email appears in my inbox. HOWEVER, the new flights show 1 Hold bag, and a SNACK for an 11 hour flight... I point this out and am told that I booked Business Optimal. So, she cancels my original flight, then rebooks flights which are not the same. I Spent 5 minutes arguing this with her - I have the original confirmation email, and they do, as well... Another confirmation comes through with 2 Hold bags, (but still only a snack).
Today, I find out that I have been RECHARGED A HIGHER SECONDARY cost, with no refund for the original flight.
Another 40 minutes on the phone has resulted in YET ANOTHER case being opened. I may get an email in 24-72 hours once they've looked at the the query. And, IF they decide they've done something wrong, I MIGHT get a refund in 15 to 30 days.
Oh... and I was also asked whether a) I still wanted the flight; b) I wanted to raise a case; c) whether I wanted to change my name on the new flight they've booked for me... d) if there was anything else they could help me with.
Queries: 69932933 / 72059564 / 73738541

Diabolical Customer Service. Downgraded longhaul seats without any prior notification and according to the law, I am entitled to 75% of ticket price in compensation. But they...
1) Ignored my initial complaint. I had to raise a 2nd claim
2) Denied I had paid for Premium Tourist! I had to provide proof that in fact, I had, and raise a 3rd claim
3) Admitted I had paid for Premium Tourist, explained it had been necessary to change planes to one which did not have any such seats. They apologised but offered none of the compensation to which I am legally entitled. I had to raise a 4th claim
4) They offered me a sum just short of 3% of my ticket price. I had to raise a 5th claim, advising that if they did not meet their legal obligation on this matter, I would raise a claim with the AESA
5) They offered me a further 3% of the ticket price. This is still far short of their legal obligation and so I had to spend more of my time raising a claim with the AESA.
It´s quite bad enough that we did not get the premium seats for which I had paid significant extra for. It´s quite bad enough that they did not give us any prior warning of the seat downgrade. Its worse that they then ignore claims, ignored their legal obligation, and force customers to repeatedly have to raise new claims because it is not possible to reject their responses on the one claim. Not only do they show utter contempt to their customers, but they also show contempt for the very law under which you operate. How very disappointing indeed.

I contacted customer service on 20:18 UK time regarding an ongoing complaint (call reference 73638658). Unfortunately, the experience was very poor.

The agent I spoke to was difficult to understand at times, and I repeatedly had to ask for things to be repeated. There were also long pauses and what came across as frustration during the call, which made the conversation quite difficult.

I was told that my case had been closed, but that it could be reopened. This was confusing, especially as I have not received any updates or follow-up information despite being told I would hear back within 7 days via email.

Overall, no clear resolution was provided and I ended the call still without answers about my complaint. This was not a one-off experience either, as previous calls have also felt unhelpful and lacking in basic customer service standards such as clarity, friendliness, or even a proper goodbye at the end of the call.

I’m disappointed that after multiple contacts, my issue is still unresolved and I’m no further forward.

Iberia Airlines profited off the death of my brother in law. Sold me two refundable round trips in Spain. My brother in law had cancer and was too weak to make the trip. I was his caretaker. A week before the trip, Booking.com advised me to cancel and document the situation. He passed away in January. Booking.com and Iberia would not issue a refund for a changeable trip. Blamed it on the airline, Iberia or vice versa. After months of documentation and runaround, I am out $1500 for a trip we never took to Madrid to get a second opinion on the cancer treatment. Shameful profiteering with no humanity. They are hung up on blood relatives getting refunds regardless of my role in his health care.

Do not check in your luggage with this airline. The most incompetent operation I have ever dealt with at every single level. No staff to be found at the airport, customer support tells you a different story every call, and nobody takes responsibility for anything. Unbelievably bad.

The absolute worst customer experience. How does a company decide to reschedule a flight time to a later one without bothering to notify their customers in any way? Knowing that they have at least one passenger on board that has a connecting flight to catch. I booked with Iberia because I am travelling with a dog, thinking this would be a reliable option. How wrong was I! I should have known this was going to be a disaster, judging by how stressful the booking experience was - very person I spoke to gave me conflicting information about travelling with a pet. But the real surprise came on the way to the airport when the taxi driver tried to find the flight and there was no flight to be found at the scheduled time. Because his flight number was suddenly for a flight departing an hour later, basically guaranteeing that I will miss my connection. No prior email, no text, no notice of any kind. When I called the customer service, they were simply unhelpful - very polite, as is their script, but useless at escalating the issue. And my outrage seemed funny to the advisor I spoke to. And the airport staff was rude and dismissive - refusing to even listen to me about the problem. So it was left to me to spend another hour and a half at the airport, calling every possible airline, trying to find an option, and booking what could have been a much cheaper flight. And spending €70 on taxis…

So no, don’t fly with Iberia unless you have a gambling addiction - a will-they, won’t-they of whether your you get to fly or they decide to change the times arbitrarily.

I would actually put 0/5 due to the extremely bad client service and booking system.
I had a flight from Salvador to Madrid on which I had added special équipement (surfboards) when doing my online check-in.
I paid for the extra luggage via PayPal, the special équipement was added to my booking and written on my printed ticket.
When I arrived at the airport, they did not find the extra special équipement, and though it was on my ticket and I had the Iberia PayPal receipt, they were asking me to pay again in order to take my boards. They were only going to take my board if I could show the Iberia receipt. It was on my ticket + PayPal receipt, but was not appearing in their dysfunctional system so they were asking for me to pay again.
After 20 minutes of escalating négociation saying I would not pay again, they accepted to take my board because it was light, because I didn’t have a hand luggage and made it clear that they were doing me a huge favor.
So I wrote to client service to let them know about this system issue, and they didn’t appologies, told me they couldn’t find the luggage in their system however it was on my ticket and I had paid for it…
Man, I think if they claim to not be a low cost they need to review: their dysfunctional system, service at the airport, client service…
Service on the airplane was perfect though!

If I could give a zero I would. Flight was an hour late no explanation or apology. Once up in the air took over an hour to remove seat belts. Put on my light in middle of night flight as I had a cough and needed some water, no one responded after an hour so turned it off. Given a meat sandwich even though vegetarian meal had been booked over 6 months ago. Because I went to the toilet as they were serving coffee wasn’t then allowed one. Connecting flight to London delayed by an hour then once every one on told we would have to wait another hour. Unbelievable after having travelled on many latam airways in South America who were absolutely brilliant

I purchased a seat assignment for flight IB2628 for 49 USD, for seat 14C. When I issued the boarding pass, the assigned seat was 26J. I called immediately the Iberia customer service and was reassured I'll get the seat I paid for. When I arrived at the boarding gate, I found that information was incorrect. In fact, there was NO 14C seat on that airplane. I asked to be moved to a Premium Economy seat as a compensation. The flight manager rudely denied my request. The Iberia customer service representative claimed he isn't able to provide this upgrade.
I also paid 14 USD for priority boarding. It was meaningless because no one checked the boarding passes during boarding. For comparison, Lufthansa compensated me for a dysfunctional entertainment system with $100. What one gets from Iberia/Level is a RAW DEAL!
I've called today Iberia customer service from Barcelona to make a change. I was asked by the representative to provide my mobile phone number in case the call is disconnected. Though the call was indeed disconnected, the person never bothered to call. Spain has been notorious for disorderly services. It apparently hasn't changed. I will never fly with them again.

WE paid £83 for 2 seats together for a flight from San Jose to Madrid. 3 months later when we checked in my seat had been moved 20 rows back without any notice. I complained and they said it was a result of an aircraft change.
My wife didn’t want to sit on her own so we chose 2 other seats next to each other.
I filed a complaint and Iberia said they would only refund my seat cost.
They failed to comprehend that we paid for 2 seats so that we could be next to each other for the journey. When they separated us they feel that is fine and no refund is necessary even though we can no longer sit together .
Rubbish customer service.

It has cost me £40 but I will never fly with Iberia again so they lose out in the long run

I am writing this to warn other travelers about the unacceptable behavior of Iberia. Last winter, I booked a flight to Santo Domingo and specifically purchased travel insurance to ensure peace of mind in case of emergencies.

Unfortunately, I fell ill on the day of departure. Although I have all the necessary medical certificates to claim a refund through my insurance, the entire process has been blocked by Iberia. The airline is systematically refusing—or simply failing—to provide the "No-Show Certificate" (or Non-Boarding Certificate), which is a mandatory document required by the insurance company to process the claim.

It is shameful that a passenger, after paying for a ticket and extra protection, is left stranded in a bureaucratic limbo. By withholding this simple document, Iberia is actively preventing me from exercising my right to a refund.

The result: I have lost the money for the flight, my insurance is useless due to the airline’s negligence, and their customer support is non-existent.

If you value reliability and professional assistance when things go wrong, do yourself a favor and book with someone else. Never again.

We booked this flight from Expedia from Dallas, Texas to Malaga, Spain. Our flight left Dallas late which caused our flight to arrive late n Madrid , which in turn caused us to miss our connecting flight to Malaga. The soonest we could get another flight to Malaga was the NEXT MORNING!! So the airline put us up in a decent hotel and gave us dinner ( buffet style) that was ok but felt like I was more on a camping trip than a nice vacation in Spain. Not even a complimentary glass to wine! They do d provide breakfast and transportation to and from the hotel. To make matters worse, our hotel in Malaga would not refund us the one night we missed thanks to Iberia airlines so now I have to file a complaint/ grievance with the airline to try to recoup my loss from the price of the hotel for 1 night . It took about 3 hours to get through the customer service line at the airport and finally make it to the hotel. This airline is one of the WORST!!

Sitting an hour delayed in a plane without any information. Plane looks like it's falling apart.

I was disappointed with my recent experience with Iberia. My baggage was delayed, which caused considerable inconvenience and unexpected additional expenses.

Because my suitcase contained essential medication, I needed to collect it as soon as it arrived and could not wait until the next day for delivery. This meant making an extra trip to the airport late at night, resulting in transportation costs that I would not otherwise have incurred.

Unfortunately, Iberia declined to reimburse these necessary expenses. While I understand that baggage delays can happen, I had hoped for a more understanding and customer-focused response, particularly given the circumstances.

I hope Iberia will review its approach to situations like this in the future, as better support in these cases would make a significant difference to passengers.

I had an extremely frustrating experience with Iberia regarding an Avios transfer from British Airways.

I was unable to transfer my Avios due to a minor name mismatch, so I contacted Iberia to update my personal details. I was told this would take 24 hours, yet after 72 hours there was no update and no communication whatsoever. This lack of follow-up is unacceptable, especially when customers are relying on timely support.

When I contacted them again, I was told my request would be prioritized. However, I urgently needed to book a ticket and could not afford to wait any longer after already losing three days.

Out of desperation, I deleted my account and created a new one, following guidance from an Iberia agent who assured me I would be able to transfer my Avios. This turned out to be completely incorrect. When I attempted the transfer, I was blocked by the system because the new account had not been active for three months.

What followed was even worse. Different agents provided completely contradictory information. One insisted my original account was still active and could be recovered, which was simply untrue. After waiting as instructed, no recovery email ever arrived. Only after contacting Iberia yet again did another agent confirm that my account had in fact been permanently deleted and could not be restored.

As a result, I was left unable to access my original account and unable to transfer my Avios to the new one, due to restrictions that should have been clearly explained from the beginning.

This experience highlights serious issues with Iberia’s customer service: lack of communication, incorrect information, and a complete failure to resolve a time-sensitive problem. The level of support I received was inconsistent, misleading, and ultimately ineffective.

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Tuve una experiencia extremadamente frustrante con Iberia en relación con una transferencia de Avios desde British Airways.

No pude transferir mis Avios debido a una pequeña diferencia en mi nombre, por lo que contacté con Iberia para actualizar mis datos personales. Me informaron que el proceso tardaría 24 horas, sin embargo, después de 72 horas no hubo ninguna actualización ni recibí ningún tipo de comunicación. Esta falta de seguimiento es inaceptable, especialmente cuando los clientes dependen de una atención rápida.

Cuando volví a contactar, me dijeron que priorizarían mi solicitud. Sin embargo, necesitaba emitir un billete con urgencia y no podía seguir esperando después de haber perdido ya tres días.

Por desesperación, eliminé mi cuenta y creé una nueva, siguiendo la indicación de un agente de Iberia que me aseguró que podría transferir mis Avios. Esto resultó ser completamente incorrecto. Cuando intenté realizar la transferencia, el sistema me bloqueó porque la cuenta nueva no tenía al menos tres meses de antigüedad.

La situación empeoró aún más. Distintos agentes me dieron información completamente contradictoria. Uno de ellos insistió en que mi cuenta original seguía activa y que podía recuperarla, lo cual era falso. Después de esperar el tiempo indicado, nunca recibí ningún correo para recuperar la cuenta. Solo tras contactar nuevamente con Iberia, otro agente confirmó que mi cuenta había sido eliminada de forma permanente y no podía recuperarse.

Como resultado, me quedé sin acceso a mi cuenta original y sin posibilidad de transferir mis Avios a la nueva, debido a restricciones que deberían haberse explicado claramente desde el principio.

Esta experiencia demuestra graves fallos en el servicio de atención al cliente de Iberia: falta de comunicación, información incorrecta y una incapacidad total para resolver un problema urgente. El nivel de atención fue inconsistente, engañoso y, en última instancia, ineficaz.

Iberia's phone agent booked me on connecting flights through two different London airports while confirming to me repeatedly they were at the same one. That single mistake set off a chain of failures that ruined an entire trip, and their claims department has done nothing but send me form letters about a flight I never even took.

I was flying MCO to Florence round trip. Iberia changed my schedule to create absurd layovers so I called to rebook. The agent found flights through London and I specifically asked her more than once if the connections were at the same airport. She said yes. They weren't. I landed at Gatwick, went through customs, went through security, and then couldn't find my connecting flight anywhere on the boards. Turns out it was leaving from Heathrow.

I called Iberia and they put me on a Vueling flight from Gatwick that evening instead. I checked in, spent the whole day waiting at the airport for it, got through security, walked up to the gate to board, and the agent told me my ticket had been cancelled. Iberia had cancelled it hours earlier without telling me. Nobody called, nobody emailed, I just showed up to board and it was gone.

So I called Iberia again, got rebooked on a flight from Heathrow the next morning, took a bus across London, and then couldn't check in because they'd booked the flight but forgot to actually issue the ticket. Another phone call to fix that; pure incomptetence. The hotel at Heathrow was full and I had no cell service setup in London to find another one. Slept in the terminal. Got to Florence a full day late.

On the way home it somehow got worse. The Vueling flight from Florence to London was delayed by basically the entire layover, so the connection was dead on arrival. After the outbound nightmare where Iberia had nobody at either London airport and every phone call just created a new problem, I had zero faith in their phone support either. I took a reroute through Madrid with an overnight wait because at least there would be actual Iberia staff there.

Iberia told me their desk agents in Madrid would set me up with a hotel. When I landed, those agents told me it was Vueling's fault, not theirs. They called Vueling on my behalf and Vueling said it wasn't their problem either. So I slept on the floor of the Madrid airport.

I filed EU261 claims for both legs. Both responses were the same canned template referencing a flight number I was never on. They didn't address a single thing I wrote. They say they offered me "necessary assistance." Their version of assistance was booking me at the wrong airport, cancelling my replacement flight without warning, forgetting to ticket the next one, and then leaving me to sleep on airport floors twice while two airlines pointed fingers at each other.

I've now escalated to aviation regulators and a claims service. I would not fly Iberia again if they were the last option.

The most incompetent people I've talked to ! Thank you so much for making me lose my flight!
Quick story: April 12 I booked a flight from Madrid to Caracas (from august to September), paid it with an American card. Minutes later I receive an email saying I will be getting a refund. I call them immediately and they tell me it was just an error in the system, my payment was processed and I will be traveling
I've been checking the app everyday ever since from that moment and my ticket was still there and everything seemed "right"
WRONG
I checked my bank account today (April 20), and surprise surprise, I have a REFUND MADE ON APRIL 16 FROM IBERIA. I called to see what happened, and guess what? not only the lady that helped me was terribly rude, but she said it was cancelled DUE SECURITY REASONS RELATED TO THE PAYMENT! what?? can you explain WHY? no, she could not. The only solution they gave me was "buy a new one"
I keep trying to pay a new one, and not only it is more expensive now, but their website doesn't let me pay
Thank you for absolutely nothing Iberia. You are the worst of the worst airlines I've dealt with, and I come from a third world country where the airlines are trash haha somehow you managed to top that!! congratulations!