Chaos from Madrid to EWR
Finally waking up from this nightmare. Aside from the mainstream issues such as poor app, customer service, and their soft product in biz class, Iberia threw us their haymaker last night.
For context, our flight was supposed to land around 10:30 pm EST. Because of the storms we had to stop in CT to refuel and wait. We were already getting in 2.5 hours late and everyone was tired.
We get to baggage claim at EWR and some baggage claim agent comes to us and says that **none of our luggages made the flight. Iberia crew didn't load anyone's bags in Madrid onto our plane**. He then instructed all ~200 of us to a single filed line and one by one got our info for getting our bags delivered. This took 2-3 hours. Nightmare stuff.
We tried to call Iberia as we're waiting, and they said we have to do this in person, as their systems are saying the bags were delivered so they cannot override that. That was told to multiple people not just us.
I have tried to file a complaint, but their app is so bad. I have to put in the flight no, ticket no, PIR no, passport no and am just getting an error with no indication of what field is producing the issue.
The most frustrating part is the **lack of accountability from Iberia**. We have still yet to receive any communication from them acknowledging this issue, even though it impacted everyone that checked a bag on a long haul flight.
Mostly a vent post. I travel a lot, my first with Iberia, would not recommend.