To whom it may concern,
I believe that ultimately I may have no grounds for a refund or any claim for money spent and time wasted while stuck at Madrid airport for 11 hours on the 5th of July 2016.
This is because the cancellation was caused by the strike of air traffic controllers in France. I believe according to your airline policy (though other airlines like Easy Jet and Ryanair appear to have more flexible policies) I have no claim to any reimbursement for food o lost time and earnings.
However I wanting to write to you about the appalling treatment I faced by your staff. Hopefully my comments may be used to better improve your customer service in the future.
My 8.30am flight (IB 3162) was cancelled yesterday morning and the next available flight I was able to board was at 17.05pm. To begin with there was no announcement by Iberia staff. In fact I was lead to believe I would be able to board from gate U58 in Terminal 4 by the departures board at 7.30am. I waited at the gate for 20 minutes, at no point did any staff member arrive to tell me of the cancellation. As you can imagine this caused considerable distress as I believed I might of missed my flight / be in the wrong location to board.
When I was finally directed to you nearby customer service desk the service I received was so appalling there are almost no words for it. The two women behind the desk could not care less that I was distressed and had my flight cancelled. To be honest they were extremely nonchalant. They showed zero sympathy to me, especially as I was crying as I was now delayed by hours to see a sick relative, with no guarantee my 17:05pm flight would even go. They gave no advice and one woman even waived her finger in my face and told me the conversation was over. There was no offer of support, food and accommodation vouchers or access to the Iberia lounge to spend the next 10 hours before my next flight.
Exhausted, I was finally able to board my replacement flight (3180) at 17:05pm - 9 hours after I'd been scheduled to depart. Unfortunately we then sat on the tarmac for another 40 minutes. While I know this wasn't your fault, it would of been nice to have an announcement to inform passengers as per the cause of the delay.
I'd never flown your airlines before, and I will never fly them again. I've flown on many budget airlines and have faced delays before but have never been compelled to write a letter of complaint due to the lack of humanity and common sense shown by staff.
I hope you will take my comments on board for the future.
Yours sincerely,
Steph Powell
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