Dear Iberia Staff,
I’m writing this letter also on behalf of Marika Valtonen. In October, 2010 we booked our flights from Helsinki to Mexico City via Kilroy Travels. Iberia was the operating airline. We bought flexible tickets because we weren’t sure of the return dates. We were also informed that we could change the dates of our flights by contacting with phone straight to your customer service. From Kilroy Travels they assured us that changing the ticket would be easy and cheaper option, because there wouldn’t be intermediates. Our flight from Mexico City to Helsinki was booked on July, 1, 2011, and we wanted to change the date to December, 26, 2011. Our flight tickets were valid for one year, December 28, 2010 till December 28, 2011.
On June, 20, 2011 we contacted IBERIA customer service ( +34807117111) in Spain. On that day, we gave our credit card numbers thinking that our accounts we charged and customer servant assured that the tickets were changed, and she would send the new tickets to our emails. On 22nd June, we opened our email and found out that IBERIA was not able to reissue our tickets. We contacted straight away to IBERIA customer office again to find out what was the problem. As an explanation, they told they were unable to charge our card with this amount. We consulted our banks in Finland, and they informed that everything was OK with our cards ; the amount we supposed to pay ( 195 e ) didn’t exceed the payment limit nor the balance account. We both tried pay with the same cards ( Visa Electron & credit/ debit Mastercard) that were used for buying the tickets in the first place. Despite everything was more than OK with our cards, the customer servant wasn’t able to charge us for unknown reason. Consequently, she advised us to go to the Iberia office at the Mexico City airport to make the payment. After this phone call, we called several times to the office in Mexico City to see if there were any other chance to change the date of the flights WITHOUT TRAVELLING TO MEXICO CITY. We live 270 kilometers away from the airport, in hours that is more than 3 and half, and that is why we tried to avoid travelling that kind of distance without being sure they could help us. On 23rd, June we tried to call again to the office in Spain, to ask once again if they could try to charge the amount incase there was a connection problem on the first time. Once again, for some unknown reason it didn’t work. The only option left for us to travel to Mexico City. On 24 th June we called several times to the office in Mexico City to make sure that the IBERIA office IS OPEN also on SATURDAYS for changing the tickets. The servant assured again that “ Yes, madam, our office is open on Saturdays and YOU CAN change the tickets here at the airport.” The IBERIAN servant assured again that their office is open everyday, also during weekends. The cheaper choice for us to travel to Mexico City was to borrow a car from a friend. So on the 25th June we left early from our home, Queretaro, to drive to the airport of Mexico City. When we arrived to the airport 10.30 am, we found THE OFFICE empty! So we headed to IBERIAs CHECK-IN just to find out that THE OFFICE for changing the tickets DID NOT EXIST AT THE AIRPORT. Also the IBERIAN servant from the CHECK-IN told that the offices are NOT OPEN on Saturdays!!! You can imagine how we felt, when we found out these facts, after travelling for hours in a horrible downpour! So after a visiting the airport for NOTHING paying the gas and toll-fees, wasting several hours of our time in traffic jam, we headed back home ANGRY and DISAPPOINTED.
Due to the different time zones we had to wake up in the middle of the Sunday night 26th June, to call to our travel agency Kilroy Travels to fix our flights. This would cost us 70 euro more to change the dates with Kilroy Travels. There were no time left, because of the 3 -day time limit before the assumed flight, we needed to take action, and pay 260 euro for the change. Our cards were both charged by Kilroy without any problems. In the end we got the flights for 26th December.
We want to express our severe disappointment with the IBERIA service. Never before we have received this low-quality service by any airline. Wasting a lot of money by calling far-distance phone calls from Mexico to Europe; Spain and Finland, and also inside of different states of Mexico is really expensive. In addition, we wasted approximately 100 euro for traveling to Mexico City and back, including the airport parking and toll fees. Because of this mess, we do not even want to guess how much expenses it caused to us. Also, the fact the Saturday 25th June was my birthday and I had to cancel my plans to travel for San Miguel to celebrate, made the case even worse.
As a compensation for all this inconvenience we want to have an explanation with apology and a refund of all the money we wasted (Kilroy service fee, 70e, travel expenses 50e, phone calls to Finland, Spain and Mexico City 50e, 170e PER PERSON).
If we are not getting an adequate compensation of this, you can be sure that we are never using your service again, nor our friends or acquaintances.
We are looking forward your reply ASAP!
Sincerely,
Elina Kristiina Koivisto
Marika Johanna Valtonen
Jep, valittaminen on aina yhtä ihanaa. Iberian vastausta odotellen...
