Iberia Review #2.
It’s my 3rd time flying Iberia from Madrid to Mexico City. This time, flying with Lissette, I saw the little things that might make me choose Aeroméxico the next time I do this trip.
I’ve mentioned what I liked about Iberia on my review of my first Iberia flight. Key among them was competitive pricing and the efficiency of connections through Madrid. If you fly Iberia, your connection will be through modern terminals 4 and 4s. If you decide to connect to Aeroméxico in Madrid, you’ll have to connect through crappy old Terminal 1.
The above is a BIG incentive to flying Iberia (we fly out of Malaga and connect through Madrid to CDMX). That, and connecting times between flights, is what made me choose Iberia over Aeroméxico the first two times.
But after this last trip I’m willing to try out Aeroméxico the next time around (a good airline which I’ve taken many times. See this review of AeroMexico business class).
Why? I have a whole bunch of reasons but a few stick out.
1. The Iberia website is horrible
Flying by myself in the past, it was pretty simple: I went to the Iberia website and booked my flight. I didn’t require any non-standard options. It was easy.
Lissette doesn’t eat meat so this time around I had to choose a non-meat food option. I didn’t see any options when booking the flights. A few days before the trip I looked up “manage booking Iberia”: I entered Lissette’s last name and our booking code. Our flights came up. There’ s section where meals are listed…but there was no way of changing the meals. After spending 15 minutes trying to figure out how to change her meal I gave up.
The day before our Madrid – Mexico City flight I received an automated email from Iberia prompting me to get our online boarding passes. I did that (that option is very easy), and looking at the meals options again, I was able to change Lissette’s option to “vegetarian”. The website warned me however that meal changes had to be done at least 24 hours before the flight. No problem, it was about 30 hours before we were due to take off.
It wasn’t a surprise when on the flight that the stewardess told me that they had no record of a vegetarian meal for Lissette. “Sorry” was the best I got. The menu was either a “meat” option or a “pasta” option (which didn’t have meat) – but since we were at the back of the plane and among the last served, the “meat” dish was the only option remaining. So Lissette didn’t get a full meal.
For our return flight, Mexico City – Madrid, I again went online to change Lissette’s meal option. Again, no luck. Clicking on “meals” just told us what would be served. Every time I went to that option and tried navigating back to the main page of “manage options” I would get logged out. It’s an infuriating website.
So this time it was a surprise when, on the flight, the hostess came up to Lissette and asked “you ordered the vegetarian option?”.
My jaw dropped. I guess the change I had made on the 1st flight finally made it in the system. Who knows. Just weird.
The big thing though – if you can’t even change a meal on their website, what kind of service are you going to get if you have to modify/cancel your flight or have an issue with baggage? I’ve heard other people’s nightmares reaching anyone at Iberia for assistance either on their website or phone number. This minor issue didn’t inspire me with confidence.
2. Horribly cramped seating
I don’t remember Iberia flights being so tight. Below is a photo of my knees against the seat in front of me. I’m just a touch under 6 feet…I can’t imagine how someone 6’3 would fit in that seat. And I could have lived with it if it wasn’t for the asshole in from of me reclining his chair as far back as possible. I spent the next 10 hours having his greasy hair and dandruff within 6 inches of my face. And try getting out to go to the bathroom…you have to go into a Matrix-like position to squeeze out into the aisle. Come on, Iberia, stop treating us like sardines and give us a couple of extra inches.
About reclining seats: I understand people have to recline a bit. And sometimes on a long flight I need to change it up a bit because sitting in the same position hurts my back. But I’ll usually recline an inch or two max. I think anyone suddenly reclining their seat 6 inches so that it smacks into the knees of the person behind is an asshole. And if airlines are going to pack us in like sardines then at least limit how much seats can be reclined. It sucks to have someone’s head within a few inches of you.
3. Stupid. Just stupid.
For the return flight (Mexico City – Madrid) I went online and got our online boarding passes. Great!
Everything went smoothly until we went to board. That’s when an Iberia agent told us to get into another line to “get our passports checked”.
So we got into a line when the majority of people were Mexicans filling out immigration forms for the flight to Spain. There was a single lady processing all these forms and passports while 5 other Iberia staff looked on doing nothing.
Finally, getting up to the agent’s desk (the people in front of us being a couple of pissed off Germans), the lady went through our passports and printed out our boarding passes. Now, what is the point of that?? At no point had she looked at our online boarding passes. So what’s the point of having online boarding if you’re just going to be asked to step to the left for additional security?
So we ended up being among the last 10 people getting on the plane. And, just as on previous flights, there was no overhead space for our 1 bag. Iberia stewardesses are great at telling you that you should be doing something (in this case “you have to look for somewhere else for your bag”) while being totally useless. It was only after giving her my best pissed off look and saying “well, where should I put it!!??” that she started moving around a couple of smaller backpacks into another overhead compartment to make room for my bag.
Contrast this to Czech Airlines where a buxom 6 foot-tall stewardess grabs the suitcase out of your hands, orders you to sit down, and shoves it into a pre-organized slot in an overhead compartment. Most of those Czech Airlines girls looked like they’ve previously competed in the Olympics. These are the kinds of stewardesses you need on a plane. One of the stewardesses on our Iberia flight needed to put her feet on the aisle seat to be able to fiddle around the overhead compartment. I know it’s probably not politically correct to tell an airline not to hire a 4-foot-tall stewardesses (I’m exaggerating) but shouldn’t they at least be able to reach the overhead bins?
Other points: Food was passable on our flights, “Highlight” movies on their entertainment system had 9 movies including “Gremlins” and “Die Hard” (the other 7 I never heard of), bathroom cleanliness was borderline, and inflight service ranks among the poorest I’ve experienced. Boarding was bad, just as I wrote about on my first review: they board in groups: Group 1, Group 2, Group 3, Group 4 – I don’t know the logical sense of it but somehow Iberia boarding is always incredibly slow and the boarding line always ends up being backed up onto the jet bridge.
Addendum: I forgot to mention that Iberia charged 40 Euros for seat selection for each leg on the long-haul Madrid-CDMX flight. That’s 80 Euros return per person. I don’t remember having paid that in the past. Maybe Iberia isn’t the only airline doing that these days? But it seems excessive…
I can get over those things though, it’s 10 hours of my life and I can suck it up. But it’s the website stuff, the cramped seating and the stupid, stressful situations they unnecessarily put you through that drive me crazy.
Other than the above, Iberia (being the Spanish flag carrier) is unsurprisingly the best option if flying from Spain, especially if you have a connecting flight. Their prices are competitive, they go to many places, they have a modern fleet of planes and a good safety record. Those are the pros of flying Iberia.
Is that enough? If going to Mexico then Aeroméxico is the only other realistic option. I used to fly them regularly when living in Canada and going to Mexico. They’re a very good airline and I don’t remember sitting in a sardine box. I recently asked people on our Mexican Experience FB page about Aeroméxico and everyone had good things to say. The only con with Aeroméxico is connecting through Madrid. As I say, it’s the biggest advantage to flying Iberia.
Your opinion on Iberia?
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Oh thank you for your post and comments/complaints about Iberia. I thought I was the only one that complains and am frustrated. For the past 4 years, I have flown Madrid to Boston and vice-versa twice a year and always fly Premium Tourist and choose my seat in advance. Six of my flights have had plane changes and my Premium Tourist class was downgraded to the back of the plane, never upgraded. Mostly flying from Boston to Madrid.
On my flight in October 2023, I did not know the plane had been changed until I checked in at the Business class desk (note, I am a Iberia Plus Ruby Plata member). Nope, there was no Premium Tourist class on this plane and the only open seats are in the very back. I explained that I just had back surgery and needed to have my feet slightly elevated and I could not lift anything over my head, which meant that I could not put my carry-on into the overhead compartment. This would not have been an issues if I was seated in Premium Economy because they have adjustable footrests and I could put my carry-on under the seat in front of me. I was told that I needed to make an advanced request if I needed assistance. What advance…I did not know there was a change until I arrived at the airport! Sorry, you will just have to check with the boarding desk and they will get you what your need. I did and was told that the flight attendant in my seating area would assist. So I go to my seat (which is a unfortunately a bulkhead seat) no storage under the non-seat in front of me. I explain to the flight attendant that I could not lift the suitcase into the overhead. Not her problem. So I put my suitcase in front of me in the bulkhead space. And passengers who did not bother asking which side of the plane they were seated in, wanted to cross in front of me to get the their seat. So I moved my suitcase to the isle, and let them pass, rolling their suitcases over my feet. That was not happening… I refused other people making the same request. When I told a woman I would not let her pass, she punched me in the shoulder as she moved on. The man seated across the isle told the flight attendant. She came and told me to suck it up and let people pass. I told her I would not be trampled on. Then she told me to do something with my suitcase, so I put it in front of me and put my feet on it. She said no, I needed to put it in the overhead. I told her again, I could not and was told that I would have assistance. The gentleman next to me asked if I wanted him to put it in the overhead. I said NO, it is not your problem. She needs to address the issue. At that point she called the Boston, rebooking manager to the plane. When I saw her I knew there would be trouble. She yelled at me that no one told you you would get assistance, to which I replied, Yes they did! Two of your people actually. I told her not to mess with me gain or there would be trouble and she turned around and left the plane. As we were taxing, the flight attendant again told me I had to do something with my carry-on and I just looked at her. She grabbed my suitcase, and shoved it passed the person seated behind me and under the seat.
An explanation as to why I told the rebooking manager not to mess with me: I had a encounter with the same manager 6 months earlier when my flight to Madrid had technical difficulties and we were de-boarded, had to collect our luggage,(I had six suitcases) then go upstairs and stand in line to be rebooked. After three hours (around 9 pm) the line had barely moved and people were getting tired and hungry and needed water. I was about half-way in the line and asked the person in behind me if they would watch my luggage for a few minutes while I see if I can get us some water. I went up to the rebooking desk and asked someone if they could get water for the people waiting as some older people (I am 80) needed to take medication and they are tired. Then this Manager, came up to me and said if we wanted water we should get out of line and get it ourselves, it was not her job. I told her no one was getting out of line and dragging their suitcases with them to buy water, then getting back in the end of the line. And actually, everything was now closed so there was no place to buy water. She told me it was not her problem. At that point, I asked her what she would do if someone passed out (it was a very hot evening, there was no place to sit, no place to get water, no place to charge your phone). Her response to someone passing out was “Great, I would just call the EMT´s to take care of it as it is not my problem. I don´t really care”. As I got back in line, a young woman that had been behind the rebooking counter, came up and reconfigured the waiting line so that I was moved closer to the back of the line. After it happened a second time, I asked her why she is reconfiguring the line. She told me her manager had told her to do it so I would be last in line for rebooking. She said she was very sorry, but her boss is very difficult and she was afraid of getting fired. I finally got to the front of the line, third person from the end of the line. Now past 11 pm, I was rebooked on American Airlines, which I discovered would involve a difficult transfer to another plane at Heathrow that would require me go through border control, then take my carry-on down a flight of stairs to the shuttle bus that would take us to the plane on the tarmac and up the stairs into the plane, (nothing else was available, take it or leave it). I was given a voucher for a hotel which required me to wait outside in the dark with all my luggage for a shuttle for half an hour, was given a voucher for dinner at the hotel. But there was no dinner at the hotel after midnight. So I had not eaten since breakfast. I did however have breakfast at the hotel. The hotel was nice and clean and not far from the airport, and the staff was friendly. Then I had to gather all my luggage, put it on the shuttle, take it off the shuttle, drag it to the AA check in desk. So much for not stressing my back carrying luggage. (I had help when I originally checked in at Logan, Boston, but not after that)
Yes, Iberia compensates you for the downgrade and the seat assignment you paid for and gives you additional AVIOS for your trouble, and they say, I am sorry. But none of that makes up for all the nonsense you have to go through, and the stress, or your time. I wanted the experience I booked and paid for.
I did report the Manager who treated us so badly and was outrageously rude and insensitive to passengers needs. It turns out that the rebooking people are not Iberia employees, just contractors for Iberia and Iberia takes no responsibility for them. I also reported the flight attendant who disregarded my needs and dismissed the woman who punched (assaulted me). I was told that Iberia would handle those issues internally and I would not be told how it was resolved. So Iberia polices itself!!!
So beware if you decide to upgrade, to Premium Tourist or Business, you may not get what you paid for.
I live in Madrid, where Iberia has opened a new space in which they glorify all the wonderful aspects of flying Iberia, the helpful staff, the fabulous food experience (which you do not get if you are downgraded), the spacious seats (which you do not get if you are downgraded, the benefits of being a Iberia Plus member (I have been one for 4 years, not getting the benefits), oh and you do not get the same amount of AVIO points if you are downgraded. Apparently, you can book time for a first hand virtual experience at this Madrid location. Every time I pass this location, I am temped to go inside and tell everyone, “What you see here is not necessarily what you get in reality. So beware. It is all smoke and mirrors. If you want more details, I will be glad to share my experience with you.” But thus far, I have restrained myself.
The only reason I continue to fly Iberia is that it is the only non-stop flight from Madrid to Boston, Boston to Madrid. Even other airlines that fly this route from Madrid to Boston are operated by Iberia, so you get the same experience and the same “I´m so sorry, but it is all out of our control”. Technical problems, weather problems are out of their control, but changing planes just for Iberia´s benefit is a decision they make for their best interest and not for the customer.
Wow, what a story! Thank you for sharing it. Why is it that absolutely nothing you say surprises me? Incredible. I assume you got to this post from reading my more recent post on getting delayed 36 hours in Madrid and waiting 6 hours in the Iberia customer service line. Think of it, we stood in exactly the same place 🙂
I’m very sorry for all you went through. Iberia is fine when all goes right, they’re horrible when you actually need them for something…
On August. 3 I flew from Madrid to Athens I have read other reviews and I can relate. There was no leg room at all we were packed in like sardines I have no desire to ever fly Iberia again
Hi, how did you manage to get your online ticket?
Hello. On the Iberia website.
Crappy meals served in coated Aluminium trays heated in Aluminium ovens have they learnt nothing about effects of Alumium on food? No wonder there’s so much illness in the world
I always fly Iberia to Spain from US. I do fly Premium Economy. Seats are big, food is good, and planes are fairly new. The itineraries and transfers in Madrid are pretty easy. No complaints i can think of. Prices always seem to be just a bit better than other airlines.
Thank you Joyce.
One thing I forgot to mention on the post: they charge an additional 40 Euros for seat selection. So 80 Euros more per person for a roundtrip. I can’t remember that from last year…I’d be curious if other airlines charging that much for seat selection.
I can answer this… more and more airlines are doing this. We never used to pay for seat selection and now every single airline charges for it as an extra if you have selected the lowest economy ticket. Seat selection is included in Premium tickets. It’s not mandatory to select seats but if you don’t, you can be split up if traveling with others and you’ll probably get the worst seats on the plane. When we flew Lufthansa last, we didn’t select and we got seats together because we checked in as soon as the desks opened at the airport (can’t do online boarding for international flights from India), but we were just in front of the bathrooms. For our last trip on KLM, we paid for the seats and wondered if the cost was worth it.
You’ve nailed it Claudine. It’s one of those hidden fees that doesn’t show up when you do a search on flights. It should be regulated, they should be allowed to have this add on which is (now) quite substantial. I never complained paying 10 Euros…but 40 Euros one way?
The thing is that standing up isn’t an option. You need a seat. So it’s not an “extra” and should be included in the ticket price.
Pretty soon they be charging us to use the bathrooms Claudine…
When we last flew Iberia they changed one leg of our trip so we were supposed to fly out of Madrid the day before we were supposed to arrive in Madrid. That’s difficult to do. When I called them they saw nothing wrong with the new arrangement. I finally had to rebook the entire thing through London and British Air.
I agree with you, difficult to leave the day before you arrive 🙂 . And you were able to get all your money back?