[Naomi]

If there were a minus 1 trillion stars,
this company would deserve it.
I travelled with them from London to
Lima in December 2017, with a
stopover in Madrid. As soon as I
arrived in Lima, I was told that my
baggage was delayed. They issued
me a ticket, saying the baggage
would arrive the day after and that I
should pick it up from the airport.
That would be fine
-
but the day after
would be the only opportunity for me
to pick it up in Lima, as I would travel
to other places in Peru after that, for
15 days. The day after
-
I arrived at
the airport to find the desk closed,
and the Info help desk tried in vain to
help us call the number stated in the
directory. No answer.
For the next 15 days, I would be
making daily phone calls to their
helpline. By the way, they only allow
you to call the "call centre" but the
people here cannot really help you
-
they don't know what's happening on
the ground, neither can they make
any decisions regarding your request.
I asked them to send my baggage to
Cusco where I was
-
call centre
people said "yes, we will leave a
message for the airline to do so". But
every day I called up the luggage
would still be in Lima and the call
centre people kept saying "yes we
will leave the message...". This went
on until my final day when I was in
Lima to fly out of Peru and there, I
picked up the luggage myself (after a
very convoluted process at the
airport in itself).
Needless to say, I made a claim to
Iberia for delayed baggage
compensation. They issued only half
the amount of what their policy says I
should be entitled to, and despite my
question as to why, they informed me
that the case was closed without
giving any reasons. Now in order for
me to make a claim through my travel
insurer for the additional expenses I
incurred, I would need a letter from
Iberia stating simply the date they
returned the luggage to me and the
final amount they compensated me.
But despite me sending several
emails to the helpline email address
requesting this, they refuse to give
me that letter. This effectively
prevents me from making a claim to
my insurer to cover the costs
incurred by me as a result of this
airline's **. The worst airline ever who
does not give a ** about their
customers.