IBERIA and the missing customer services...

A question about : IBERIA and the missing customer services...

Hi, it's now August and several months after the unfortunate volcanic ash chaos. At the end of April my party of four was stranded by Iberia in Madrid. Despite repeated requests for help and support with accommodation and subsitence the exemplary Spanish Airline offered us nada. So I promptly put in a retrospective claim for nearly Ј1800 which covered the basics (and I mean the basics!). Since then all i've received is an acknowledgement and then nothing. Is it reasonable to have to wait nearly 4 months or should I be more patient? I was disappointed with the experience during the ash episode - this delay is now causing some financial difficulties and I'd like to put an end to it. Any suggestions, support or comments will be most welcome. Thanks, Paul

Best answers:

• Glad it is not just us then that have not heard anything. We too were stuck in Madrid for 5 days and had a rather modest claim which I posted recorded delivery when we returned. We did get a letter acknowledging receipt of the claim but saying taht they had a lot of claims to deal with etc.... Heard nothing since. I am wondering how best to contact them again, again via letter or telephone call??
• Thanks, Jude 123 - I was beginning to think I was the only person affected by Iberia! Amazingly enough, just a few days after this post I received a cheque from Iberia! Great, I hear you say! Shame that it completely disregarded the full extent of my claim by over Ј800...More letters me thinks...
• Hi
  Don't know if anyone else is still waiting for compensation from Iberia. After taking months to establish contact I finally got an address to send details and reciepts to. They have now emailed back to ask for my passport number and address + ID card if available to be sent. Apart from ID card I included all this info in original mailing. Have tried to email back but mails all returned. Have they shut down all contact routes because of the more recent strike palaver. They are the most difficult company to contact that I have ever come across. Anyone tried their phone line. Ingenious circular system!! If anyone has a reliable contact please tel.
  Juliet
• Go through the small claims court - moneyclaim.gov.uk
  I put my frustrations through the courts after being palmed off for months. Within 3 weeks I had received several phone calls from Iberia, emails and a cheque a couple of weeks later. Amazing what a letter from an authority can do and they refunded the Ј60 it cost to use the courts services. You have to use their London address in Hammersmith to submit the claim which is available on their website.
• Have been waiting and waiting for reply from Iberia since I faxed them more passport/address details. (Who the hell uses faxes nowadays - Oh Spanish airlines apparently) Have finally got fed up and used your idea of the small claims court today. Keep your fingers crossed.
  Juliet
• Good luck with the small claims court - from start to finish it was around 4-6 weeks (they have 28 days to reply). Their office in Hammersmith picked up the issue which was infinitely better than the service received by the Madrid office.