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COMPLAINT: Iberia unacceptable hanndling of missing bag

 
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Old May 27, 2011, 4:31 PM
ddruwe ddruwe is offline
 
Join Date: May 2011
Posts: 3

I flew business class in Iberia 6826 GRU-MAD on May 25 2011, with a connection to Lyon on IB8708 next day. although with 3h time, Iberia was not able to move my bag to the right plane. Then it was not able to move it to the next flight and the other flight was delayed for almost 2 h. As a result, my bag arrived at Lyon at 21:30 of the 26th, with IB8712. It should have been sent to my hotel in Grenoble immediately but it wasn't. Then on the 27th it was not and it was promised for the 28th until 13:00. On top of all that, I spent hours trying to connect with the telephone at the Lyon luggage services, searching the Iberia /baggages site and telephoning to the Iberia 0825-800-965. My last call to that number took me 11 minutes to get an attendant. And then the attendant said he had no explanation nor solution and I should send a letter with a complaint.
While luggage misses happen, I find Iberia's behavior unacceptable once it happened. Not only they are unable to detect a missing bag quickly and they are unable to put it in a flight 3 hours later, they have absolutely no concern if the client will be 2 days without clothes after a long international trip. They calmly accept that it takes 38 hours to move a bag from Lyon to Grenoble, just 50 min away by car. And when I complained at the phone, the attendant couldn't care less and just instructed me to send a paper letter.
I can't express enough my disapointment with this One-World company.
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Old May 31, 2011, 1:57 PM
jimworcs jimworcs is offline
 
Join Date: Jan 2008
Location: Shropshire, England
Posts: 3,197

It is o often the case that Travellers know things can go wrong (even expect it); it is the cack handed way the airlines respond which really causes the problem... And their failure to communcate compounds the error
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