Iberia Compagnia Aerea Iberia Líneas Aéreas Iberia Airlines Dear Iberia Customer Service, We are writing you because of the very important disservice we encountered in Milan Linate today (26th of July 2014) where we were not allowed to board flight IB3257 (Milan-Linate to Madrid) which was the flight we had booked for the start of our Honeymoon. Having checked Iberia check-in policy we were aware that the check-in closes 45 minutes in advance iberia/gb/time-limit/ For this reason we arrived to Milan Linate at 7h00 am this morning for our 8h00am flight. To our surprise there was no personnel at the check in desk of Iberia. It took well over 10 minutes for anyone to come to the check-in desk and by the time the attendant arrived we were told that the flight was full, the check in closed and it was too late for us to board our flight. To our despair the personnel in Milan Linate had obviously given away our seats without noticing that we had an intercontinental flight booked with the Iberia group to go to LAX Airport on the very same day. We do understand that companies need to rely on overbooking and especially so during the very charged summer months but this should be done more carefully especially on a flight like the IB3257 which does not allow on line check in given its departure from Milan Linate. The overbooking and carelessness of personnel in Milan has caused us a loss of confidence in Iberia as well as a very significant amount of stress the day after our wedding! No to mention the very significant loss of money due to the consequences we are now left to bear for the change in schedule to our honeymoon. We had to buy another ticket at the very last minute which has resulted in a cost (loss) of EUR X,XXX.00. We lost our first night at the hotel in LA and we lost our pre-paid car booking. This has resulted in a loss of EUR XXX.08 and an additional cost we will need to consider for the new booking again at the last minute at peak tariffs. We understand Iberia needs to limit its personnel in Milan Linate which might be considered like a small airport for your Group but personnel should be made aware of the Iberia rules and time limit for check in and should not leave the check in desk uncovered before those time limits have elapsed! On top of that personnel should be trained to spot transfers that are not easily replaceable as it was in our case and should make sure that those seats are given some sort of priority in the overbooking policy of the Group. We have strictly followed Iberia’s time limits as indicated in your website and we would expect that Iberia respects its customers like a global, responsible carrier should do. For this we felt let down by the overall experience and are now left with a very high bill to cover and a high level of stress to manage at a time when we were supposed to enjoy our first trip as a married couple. We trust Iberia Customer Service will want to put a remedy to all that happened to us today and remain available to provide you with any additional information you might need. Kind Regards, Ubaldo Soligno
Posted on: Sat, 26 Jul 2014 09:22:16 +0000
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