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Iberia Airlines of Spain complaints

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5600 Mannheim Road Terminal 3 East Lobby
Chicago, IL 60666-1007 | Get Directions

(800) 772-4642

http://www.iberia.com

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Total Amount in Dispute:
$2,929.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the business has not responded to customer complaints brought to its attention.

Complaint Closing Statistics

3 complaints against Iberia Airlines of Spain closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
3	Unanswered

3 complaints against Iberia Airlines of Spain

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12/12/2023

RESPONSE: Complaint was not answered Amount in Dispute: $762.95 Amount Settled: $0.00

Customer Complaint

11/16/2023

This or someone hacked my business bank account . When you call the number 1-800-772-4642. They act like the cannot hear you. My bank was on the line also twice and heard this. They need to put the fraudulent activity money back in my business account as this is fraud. Resolution Sought My money

3/8/2022

RESPONSE: Complaint was not answered Amount in Dispute: $753.10 Amount Settled: $0.00

Customer Complaint

2/10/2022

I bought a ticket to Spain from this airline in January 2021. I was denied entry because I was not a Spanish citizen and the woman working the desk was concerned that my citizenship was an issue. In the terms of conditions of my purchase, there is no mention of this reasoning for turning away a customer. Furthermore, Spain was currently allowing Americans to enter the country, as some of my coworkers (this was a business trip) were able to this same day. When I call the company, they refuse to issue a refund claiming that the ticket was non refundable. While I agree this is true, Iberia turned me away from receiving service for reasons subjective to the employee and that were outside of the agreed terms and conditions. When I call to complain, I am told a variety of excuses including: the ticket is non refundable, I did not provide a Covid test, the ticket is expired, I did not show up to claim the ticket. This is all false. Again, I provided a covid test, my passport, and a letter invitation from Spain approving my entry to the country. Over the past year of calling and submitting complaints online, I wait on hold up to four hours, I am hung up on randomly after extensive holds, I am lied to (with the above excuses), and I am always denied an opportunity to talk to a supervisor or file a further complaint. In essence, I was denied a service that I paid for and I would like the money back. Resolution Sought I want a full refund for my ticket.

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