Iberia - a catalogue of disaster
Posted: 23 Oct 2005, 17:13My elderly mother travelled back yesterday with Iberia from Chile. She is a game old 81 year old who had been out hoildaying with Saga but has some arthritis and shortness of breath so always travels buisness class so she can rest comfortablely, this was a long flight.
She had pre booked wheelchair assistance so the airline had prior knowledge that she is frail.
When she checked in she was told that no buisness class seat was available, others had paid more for their tickets! She had booked this through Saga and not offered a choice of ticket, she would have paid more if it had guarenteed her seat. Several members of the Iberia ground staff refused to stamp her boarding pass 'involuntary downgrade' one stewardess prior to departure kindly got it done for her.
She sat for 12hours inn economy gradually feeling worse and worse. The cabin crew were not helpful, the plane landed with the overhead locker above her head wide open as were several others in the cabin. Luckily noone got hurt because most passengers had placed their baggage in the aisle befor landing and this was ingnored by the cabin crew.
My mother was then transfer in Madid to a connecting flight which she had the boarding pass for, the ramp staff said she could not travel they were not expecting her on the flight, nor twere they going to allow another passenger returning from Chile. Eventaully after much discussion they agreed they could fly. On arrival in London no baggage this was still in Madrid, she landed Saturday morning it is now Sunday afternoon and still no baggage.
My mother had to be seen by a doctor last night as she has a chest infection and is clearly very annoyed about her treatment by Iberia, can anyone suggest the route of complaint I should take.
She had pre booked wheelchair assistance so the airline had prior knowledge that she is frail.
When she checked in she was told that no buisness class seat was available, others had paid more for their tickets! She had booked this through Saga and not offered a choice of ticket, she would have paid more if it had guarenteed her seat. Several members of the Iberia ground staff refused to stamp her boarding pass 'involuntary downgrade' one stewardess prior to departure kindly got it done for her.
She sat for 12hours inn economy gradually feeling worse and worse. The cabin crew were not helpful, the plane landed with the overhead locker above her head wide open as were several others in the cabin. Luckily noone got hurt because most passengers had placed their baggage in the aisle befor landing and this was ingnored by the cabin crew.
My mother was then transfer in Madid to a connecting flight which she had the boarding pass for, the ramp staff said she could not travel they were not expecting her on the flight, nor twere they going to allow another passenger returning from Chile. Eventaully after much discussion they agreed they could fly. On arrival in London no baggage this was still in Madrid, she landed Saturday morning it is now Sunday afternoon and still no baggage.
My mother had to be seen by a doctor last night as she has a chest infection and is clearly very annoyed about her treatment by Iberia, can anyone suggest the route of complaint I should take.