Iberia Lineas Aereas Reviews 

Just checked in early for business class flight at San Jose airport in Costa Rica. Was told where to find the business class lounge, but when we got there we were told we were too early and access was not possible for at least one hour. If check in is open then business lounge access should also be open.

I would like to share a sincere compliment regarding the exceptional assistance I received from one of your UK reservations agents, Alexis Villanueva.

I recently contacted Iberia to arrange a complex booking involving international travel with two cats travelling in cabin, additional comfort seats, and a multi-segment journey via Madrid to Caracas. Alexis was outstanding from start to finish. He was patient, knowledgeable, and incredibly thorough, taking the time to explain each step clearly and ensuring that every detail — including pet approvals, seating arrangements, and ticket re-issuance — was handled correctly.

What could have been a very stressful process became genuinely reassuring thanks to his professionalism, kindness, and calm approach. He demonstrated a level of care and competence that went far beyond what I normally expect when dealing with airline reservations. His expertise and attention to detail gave me complete confidence that everything had been arranged properly.

Please pass on my sincere thanks to Alexis Villanueva and to his supervisor or team leader. Excellent customer service deserves recognition, and this experience has left me with a very positive impression of Iberia.

Date of call: February 24th, 2026

Thank you again for such excellent service.

We booked flights from London/Madrid
Madrid/Bogota returning the same route on February 18th 2026, premium economy.
All 4 flights were all delayed and the check in at Bogota was awful, the largest queue in the airport (all 50 gates)
with only 3 attendants.
The seats were smaller than the equivalent on British Airways and the food was the worst I've ever eaten on an airline, definitely would never fly Iberia again.

Appalling. I was travelling with a school trip, and they had all oversold the flight. I had to wait at the gate with one student who had been given a standby boarding card. We were allowed through, however a family of four that needed to make a connecting flight to Argentina were separated, the Dad had to remain behind Heathrow.
On the return trip, I checked my bag and it seems I’m not going to see it again. I rang yesterday and I was told it would be marked urgent and I would receive an email or SMS within 24 hours. No word. And now the phone line is not working and there is no one available on the WhatsApp number. This is extremely frustrating and stressful as I need items in my luggage urgently.

I recently flew with Iberia from Madrid to London on flight IB 711, departing at 06:45, and I must say it was one of the most unpleasant service experiences I have ever had. I was connecting from Senegal and was absolutely exhausted, so I had fallen asleep during the flight and was still feeling quite groggy as we landed. While I was taking a moment to clear my head and carefully check my seat to ensure I hadn't left any of my belongings behind, a Spanish flight attendant approached me and began repeatedly barking, "Can you leave the plane? Please, please, please." She must have said it nearly ten times every few seconds. It wasn't as if I was refusing to deboard; I was simply moving at a steady pace to make sure my packing was done properly, yet being rushed in such a relentless and condescending manner felt incredibly disrespectful.

Beyond the poor service, the actual layout of the aircraft is highly inconvenient because all the economy toilets are located at the very back, and the crew strictly forbids economy passengers from using the forward business class lavatories. This makes a simple trip to the loo a major ordeal, especially on a crowded flight. Although I took this flight for business, I can say with certainty that I will never choose Iberia for personal travel again. If anyone is considering booking with them, I would strongly advise looking elsewhere because you are almost guaranteed to encounter unpleasant service. In my opinion, this experience deserves a score of zero, and I would urge others to avoid the headache and book with a different carrier instead.

I generally have very low expectations of large airlines. They are often too big to fail, protected during crises, and rarely seem to face real consequences for poor customer service. I don’t expect this review to change anything... but it deserves to be added to the pile.

Iberia was the partner airline for our return trip from San José, Costa Rica to London, connecting through Madrid. This journey managed to hit nearly every possible failure point: delayed departure, unprofessional and discourteous staff, a complete lack of solution-oriented thinking, poor food, a missed connection, hours of waiting for assistance, and finally, lost luggage.

We booked a connection with a 55-minute layover in Madrid and were assured it was sufficient. That may be true... if everything runs perfectly.

Our first flight was scheduled for 18:00. We were first notified of a delay to 18:40. Boarding started around 18:20, but we ultimately departed around 19:40.... nearly two hours late.

During the flight, a passenger two rows behind us began causing trouble, likely intoxicated. The crew had to intervene, which I understand is difficult. However, that does not excuse the way the situation was handled with other passengers. When I briefly stood up to grab my toddler’s snacks and water, I was abruptly ordered to sit down. When my husband calmly asked for politeness, the crew member escalated the situation by shouting at him. There was no attempt to de-escalate, only aggression and abuse.

Service throughout the flight followed the same pattern: “there is nothing we can do.” Our pre-ordered child meal was mishandled. When our toddler refused the replacement option, the response was simply that nothing could be done. Basic questions were dismissed with “I don’t know.” There was no effort to help, only indifference. On the connecting flight, we were seated in the last row, which frightened our daughter. Again, no flexibility. Another mother on board was traveling with her 12-year-old, she was seated in business class while her child was placed in economy. The crew publicly shamed her to the point that she felt compelled to switch seats and move to economy. Airlines actively promote children traveling alone, yet here a mother was made to feel irresponsible for being on the same plane, just a different class. You may have your own opinion about that, but as a crew member, you don't publicly shame people like this.

Upon arrival in Madrid, which was already delayed as we arrived at the time that our connecting flight boarding was closing, we then sat on the plane for an additional 30 minutes due to procedures related to the disruptive passenger. No information was provided to passengers during this time, no reassurance on what the company will do to passengers on connecting flights.

We missed our connection and, to follow the pattern, customer service at the airport was another ordeal. Iberia outsources its own passenger support to a third-party company that appears to have no authority to act independently. Every step required them to call Iberia for approval. We waited 3 hours to be rebooked and had to push just to receive meal vouchers given that our connecting flight was supposed to provide with food...

After an already exhausting journey, one of our three checked bags went missing. Only one. We then spent yet another hour filing a report, explaining the situation repeatedly, only to be told that the third suitcase could not be located.

This was, without exaggeration, a travel experience from hell.

We expect appropriate compensation for the delays, missed connection, treatment onboard and lost luggage. More importantly, we will not book with Iberia again. The customer service culture appears deeply broken, being unprofessional, dismissive, not solution-oriented, and entirely lacking empathy or accountability.

Travel disruptions happen. What defines an airline is how they handle them.

Iberia failed at every step.

A friendly Iberia employee helped me on the airport in Madrid when I arrived very late after traffic jam. He ran with me to the last minute check in and was able to get my bag on the plane. It felt he really care about my wellbeing. Thank you! I also enjoy the A320 planes and chairs are ok for European flights. The stewardess is always nice and help with hand luggage. On the food, the Mediterranean box was a nice experience. Five stars to Iberia!

Booked a returning flight from Brussel to Cape Town, with the idea to possibly change my returning flight (if I wanted to stay for a longer period).

When booking this ticket it showed that there would be a 45euro fine to change the returning ticket. Which I think is a reasonable penalty.

I have been in Cape Town for a little over 2 weeks now and wanted to stay for a longer time. My original returning flight would be in April, but I wish to go back to Brussel in June.

My returning ticket cost me 600euros or so.

When trying to change my (already paid for ticket) returning ticket to a date in June, I had to pay additional fees and penalties never mentioned when booking in the first place.
Coming out at extra costs of 700 to 900 euros.

When I tried calling the Customer Services they said they would not be able to give a quote for this time because they couldn't see the availability. (Which I think is completely false)

So If you are looking for an airline company with good customer service or reliable terms of service I would ignore Iberia Airlines.

I ended up canceling my trip (which they wouldn't refund of course) and book through a different airline.

This company is an absolute joke. Lesson learned, never try to save money booking through cheap organizations.

couldn't check in on flight from Rio to London deliberately put all of us on opposite ends of the plane to make us pay for seats together RANK BUDGET AIRLINE

Deceiving information provided about the reservation of seats, etc.

We traveled to Bogota in October for the birth of our baby. We then traveled home in November and we called the airline to add our baby into the booking and to request a bassinet. When we booked in July we asked them if this could be possible and they assured us this was no problem. Our initial booking was for premium economy on our return flight with fully flexible tickets. Once we changed our flights and added our baby to the booking, we then were charged 1800 euro and downgraded to economy. No agent took accountability and kept referring to their supervisor who will call us, they never did. We have been calling consistently since we returned home in asking for our refund to be processed. We are kept on hold for at least 1 hour each call and sometimes we are disconnected, and nobody can give an answer. We were then told early January that the airline confirmed it was their fault and they will issue us a refund, and how it will take 21 days. It is now 14th February and we are still waiting for the refund, which this evening we were told it is in review again and we have been on hold to speak to a supervisor for the last 2 hours. This is a disgraceful airline and we will be pursuing international legal action against Iberia as the customer service is an absolute embarrassment to the Iberian people.

Paid for XL seats.
Checked in and received boarding passes.
Within a couple of hours received email canceling our seats and putting us in standard seating.
Checked in again selecting the correct XL seats.
Received boarding passes again with the correct seats showing.
Arrived at the airport and were bumped again into standard seating!
Staff couldn't care less and simply told me to phone Iberia!
Complaints process torture and very slow.
Still no sign of refund or compensation.
Will never entertain Iberia again, as utterly incompetent.

If I could have given less than one star I would happily do that.
This is the worst customer service I ever experienced.
If you can't speak English, get another job.
I am never flying with those clowns ever.
Don't fly with them, that's my best advice.

We have been denied boarding, because the flight from Frankfurt to Montevideo via Madrid was overbooked. Ok, can happen. But then I had to call Iberia to get a rebooking to the next flight myself, which was a 1h long super annoying procedure. My expectation was that the check-in and gate team would do that for me. Then, I submitted a claim to get the compensation for the denied boarding as is my passenger right. And here it starts being so rude, that I decided to never book Iberia again. They keep requesting weird things in order to process my claim: authorizations of my wife and for my kids so that I can claim on their behalf (although I booked all the 4 flights in 1 booking and paid with my credit card), after replying to them, they now want that I submit 4 claims for each ticket one claim. This is just ridiculous. It is a tactic to avoid paying anything at all, because the client just like me will get too annoyed by their stupid requests. So: yes, the airline might be relatively cheap, good flight experience, and so on, but their service is the worst I ever experienced in my life. And for this reason, I will never fly Iberia again. I prefer to pay more and get better service if needed.

If you have a choice do NOT fly Iberia!! We were booked to fly business from Lima to Madrid then onto London. We paid £80 to pre book specific seats two months before departure. On checking in at airport as online check in would not work we had our baggage put through and was then Told we would be going to boarding gate as standby!!! We had no choice as we wanted to go home and along with two others were put in what they called premium economy… yes it was a slightly larger seat but that is where “premium” stopped!! Food just awful, hard cake almost thrown at you. Minimal offering of drinks. To add insult to the situation- my seats booked were not broken ( as we had been told) but actually had another passenger sitting in it!! Following the awful flight which also included a steward telling me I couldn’t use the business loo - I entered the “compensation” farce!! System does not work. Eventually we were offered totally different amounts despite being on the same flight - and despite trying to speak to someone I ended up on a WhatsApp messaging and was told I needed to reapply for compensation if I didn’t agree with the offer!!!! I will avoid at at all costs even if it means flying indirect!!! Just zero customer service. They should not be allowed in the one alliance group!!!

Flight was cancelled. So far OK. What followed the cancellation was a farce. No common information was given by loudspeaker at the gate. The poor girl at the counter tried to shout over the 100 passengers in front of her in Spanish. Nothing in English. After a while 12Euro vouchers for food were given. Then suddenly people started to move. Still no info in English. After many hours, finally we managed to find an Iberia counter where we got new tickets for later in the evening. AFTER a friend of us was informed that there were no more tickets available for the same day. Flight was OK, just 11 hours late. At arrival in Madrid, sign sowed "last baggage on belt". No baggage. Went to counter. They said that baggage was on belt... . Baggage arrived 10 minutes later. Found another Iberia counter to ask for accommodation. Was reasonable for me arriving 2300 in Madrid with an onward connection by train the next day. (I rebooked the train). Was refused. The whole day was mostly - avoidable - chaos.

Poor service, change flight times, charging £100 for seat prices at last minute, can't check in online a sensible time before. Really regret booking with them. Awful.

Iberia is a very incompetent airline.
I hope new competition come on line because they don’t care about there customers or money or time

On the flight over, they lost our bag. Then they found it three hours after we left the airport and wouldn’t send it to us because they claimed that because it was found in the airport, they didn’t lose it… despite that the staff there couldn’t find it when we asked and reported it lost. Nevermind that we were travelling a further four hours away from the airport.

On the return flight, we were told we could check in our bags four hours before the flight but nobody manned their desks until two hours before.
Customer service impossible to reach.
On top of that, the seats are very cramped. Trash airline. Never again.

The support is an absolute desaster. They lost my luggage in Rome ?! and it took me more than 10 phone calls to even get a feedback. Even had to pick up my luggage myself from the airport.