I’m sick of the customer service most airlines are offering to their customers. In the last weeks I’ve read lots of articles on the web and comments on twitter on how shitty employees of different airlines have treated their customers.
And I’m sick of all these email with many words and empty promises “bla bla bla, we will get back to you very soon…” WHATEVER!!
Example of Iberia
In May I flew, with the biggest airline of Spain, to Central America. I departed from Germany to Backpacking Nicaragua with stops in Madrid and Panama. Once arrived at the airport in Managua I realized that my backpack didn’t make it! BRAVOOOOO IBERIA!
Well, I wasn’t that angry actually! It can happen and I was tired and only wanted to go to bed. I claimed that the bag was missing and they told me that it must be in Madrid with 17 other bags, which didn’t arrive the last days! Sounds like Iberia has some problems here!
Two days later they called and said that they would deliver it between 11 AM and 10 PM. They must have been kidding, but the lady assured that this is how they do it. They really expected me to wait a whole day in the house for, them to deliver the bag they lost. What she said something like: “Yes ,you have to be there the whole day, if you are not, you cannot sign, if you don’t sign we can’t deliver the bag. Easy isn’t it! Please be there!”.
I stayed in the house the whole day and left only for 30 minutes at around 6 or 7 PM. And of course, they came during the half an hour I was gone. Luckily the driver must have been too lazy to come back the next day, as I was living in the middle of nowhere in Redonda Bay and he left it with the reception!
When I got back and checked the bag it was broken! BRAAAAVOOOO IBERIA!
I immediately called them and said that it is broken and they said that delivery sheet was signed and nobody claimed anything!! Fair enough! I wasn’t there cause I was starving cause I had to wait the whole day!!!
After a couple of calls with very rude customer service employees I gave up! It wasn’t worth the stress and I wanted to enjoy my holidays!
If you don’t pay, you stay here!
30 days later I found myself back at the Airport of Managua. Here they told me to pay $ 35 airport fee, which my airline didn’t pay! I checked all my documents and couldn’t find anything that said that a fee had to be paid at the airport! I was sure I paid all fees and taxes when I bought the ticket. I firstly refused to pay it and they refused me to check in! It wasn’t about the money, it was about the principle! When I noticed that there was no way around, I finally paid!
I arrived in Germany 16 hours later and my bag was there too! All good! But now I want to hear what IBERIA has to say!
Back and forth!
I wrote a complaint on the 9th of May and got a response on the 23rd of May saying:
„We are pleased to be able to inform you that your request no. XXXXX has been accepted.
Centro de Servicios Iberia Plus“
A month later on the 12th of June, I wrote again asking what is going on as I haven’t heard of them.
Response of Iberia:
“Regarding the information you have supplied, we would like to inform you that in your claim has been delivered to Iberia URC, which is the departament that will attend your query.
We trust that future contact with us will be to your complete satisfaction. „
Fair enough! They have a lot to do! I waited another month and wrote on the 19th of July!
This time no response!
Airlines try to ignore passenger claims and hope that they forget about it but you messed around with the wrong one, pal! Again, it’s not about the $35, it’s about the principle that they should stop treating us like shit and should start investing in their customer service!!!
I wrote another mail on the 4th of September – no response.
Again on the 10th of November – no response!
6 months later I have nothing! Iberia is still ignoring me!
Couple of weeks ago Andi from My Beautiful Adventures complained about the service of US Airways on Twitter. I replied to her complaining about Iberia and mentioning them. They read it, got back to me, asked me to send in the complaint AGAIN and two weeks later of course nothing happened yet!
Some final words!
IBERIA and all other airlines out there!!! Start caring about your customers and invest in your customer service!!!
I’m not saying that all airlines are bad! There are some airlines who do a great job! I’m just saying that most of them suck at it!