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  • Paul 195 posts

    I was tempted to title this “Iberia Avios nightmare”, it feels like that but it is a first world problem.

    Last August I booked 2 x one way flights to and from South America. In December IB cancelled the inbound and re routed me with out quibble and in about 5 minutes, with a single call. Impressive!

    Roll forward and in February I was forced to cancel the trip but could not do this online. I called IB and despite the heavily accented English the transactions were done, and reference numbers issued for each cancellation. 2 days later the cash from the outbound service was in my credit card account and the Avios in my Iberia account. Nothing for the inbound.

    2 weeks pass and award wallet alerts me to the inbound service still being a live booking and so I called and so began the descent into Iberia’s madness.

    I have now called them 8 times and can pretty much recite their script. Twice the have hung up on me as it is clearly to difficult to deal with. 6 times they have recommended I use the contact Iberia form and 6 times I have had an immediate auto reply telling me to call!! On each occasion I reply that this doesn’t help and then nothing!

    In desperation I raised a dispute with Amex which may have done the trick in so far as the fees were returned this week. But non of the 132,000 Avios have been refunded.

    I had an lengthy Twitter exchange last night but despite sending ticket details ( full e ticket images for each passenger on the original and rebooked services) no one can say why the refund has not happened nor when it will.

    There is an email address on flyertalk but no reply. It is the most frustrating and frankly outrageous situation.

    I was thinking that a ADR case might help or potentially go direct to MCOL as Avios have a value. But I cannot provide proof that I have reached deadlock as IB simply do not respond.

    Does anyone know of a customer relations email address that might allow me to by pass the online form. It does not help that my status with IB is basic while my one world status is emerald but that has no pull with IB.

    Any suggestions!

    meta 1,636 posts

    Happened to me last year when I had to cancel. The best seems to be the form. It takes a month at least for the Avios to be redeposited. They have a weird system whereby the booking becomes live when they start issuing refunds. I wouldn’t worry just yet unless the flight is imminent.

    Vit 184 posts

    Apologise to jump in. I have nothing to add but may I ask if these IB flights are booked via BA website? I just hope that I don’t have to cancel my flight to S. America early next year. So far I was only dealing with BA.

    SamG 1,852 posts

    I’ve been trying to get a refund for nearly a year from them – it really does seem to be impossible!

    JDB 5,583 posts

    I’ve been trying to get a refund for nearly a year from them – it really does seem to be impossible!

    Iberia is utterly hopeless at refunds and any form of EC261 compensation and they don’t do arbitration in any country, not that it could be used for refunds. If anyone gets stuck with an IB problem they should write to them at the specific Waterside address you will find on Companies House and copy the letter to cacgestionjuridica@iberia.es – you should get a response.

    SamG 1,852 posts

    Cheers. I’d half forgotten about it but I’ve a quiet afternoon now so I’ll give it a go!

    Paul 195 posts

    Finally after 8 weeks and a charge back via American I have got both the cash and 132,000 Avios back. You never see this type of story from Aron when covering IB (LOL)
    I think the Amex charge back was why the cash was refunded and without any fees being deducted.

    The Avios took another 10 days and I got the Twitter team involved. Painful experience!!

    SamG 1,852 posts

    @JDB – Avios just hit my account! Cheers for the tip!

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