Iberia: a labyrinth of internal rules for costumers suffering theft from luggage (Iberia)

Member Name: iberiahater

Product:	Iberia
Date:	13/11/03 (364 review reads)
Rating:

Advantages: The plane did not crashed

Disadvantages: Overall ignorant service, Arrogant people on the phone, Lousy customers service

Warning: If you ever think about using Iberia on a flight, read this before you buy your ticket:

In August/September I went on a long awaited dream vacation diving and snorkelling on the Caribbean island St. Croix.
My return flight with Iberia, on September 10?Th, went from St. Croix to San Juan to Madrid and to Copenhagen. I soon realised that Iberia did not flew from San Juan to Madrid, but instead they took me to Santo Domingo. I was quite chocked as I could see from the plane that this country was a very poor country. First the personnel in the plane didn?t know what happened, but soon they asked everybody remaining to leave the plane. I therefore had to go to the airport and wait for 2 hours. Iberia will not answer any questions about the reason for this 2 hours stop. Then the flight continued as planned. When I received my suitcase in Copenhagen, I soon realised that the zipper was torn apart and my toilet bag was hanging out of the suitcase.
I then asked for a luggage claim receipt in Copenhagen Airport, and felt safe about everything before I went home.

But soon I realised that this was only the beginning of a heavy fight with Iberia.
I called the phone number I got with the loss receipt and I soon realised I had to call some Iberia people in Spain as they had nobody speaking Danish at all. All I have been talking to spoke very lousy English, so I was only hoping they understood what I asked for. They then told me to get and send them a police report, my flight ticket, my boarding passes, my loss receipt and copy of passport, luggage labels and a list of missing and damaged items. No receipts for items were needed.

I was chocked about the amount of documentation, and I soon realised that I was in deep trouble here: I had already sent my flight ticket to the travel-point department as their website could not make a point calculation for me. I therefore only had a hardly unreadable copy myself, where you could not ready m

uch from the handwritten ticket. However Iberia insisted they should have the original ticket, or they would not compensate for my loss. After a long discussion they agreed reluctant to receive my copy instead, they could not ask their colleagues in the point department for the original ticket.

Next problem was a police report. I was quite upset about this procedure, as I already had the report from Copenhagen Airport, but I went to the local station who told me they could not make any report of theft happening outside Denmark! I begged them to help me, as I was told by Iberia that they would not compensate if they did not get a police report. Finally the police wrote a police report for me, but they were reluctant about it.

Now I sent all documents to Iberia. I talked with Iberia several times to get some information about what was about to happen now. They were very secretive about next step in their plan, which I would of course not accept, as I was the suffering part. In one conversation a very ignorant person in the luggage claim department told me ?of course we will not compensate your loss fully?, and he continued ?you will receive about Euro 100 per kilo?!! I was very upset as my loss was only items with a fairly high kilo price!

I have now waited more than 2 months and have not yet received anything but a replacement of my damaged suitcase. (that was a true circus itself!!). Today Iberia told me they will only pay me 148 Euro, though they owe me 885 Euro!!
think twice before you put any valuable things in your suitcase while travelling with Iberia.

Iberia will not answer emails or questions on the phone, so I don't know how they can just make their own rules.

I will never use Iberia again!

Summary: