Mijn Klacht:

Dear Sir / Madam,

Trying to submit a complaint is pretty cumbersome:

1) I tried via the website – failed and lost my entire story because I did not (yet) have a ticket number.
(2) I then tried 4x via mail – Filed because I do not have an Iberia card

This is my 6th attempt. Please accept this complaint.

I just purchased a seat on flight IB5773 (conf code 2VADEP, no ticket nr yet, see booking below). As part of the decision to book this flight was the information available on your website on additional luggage, because I know I will need to take and additional piece of luggage (on top of the normal 23 kg allowed). Your site explains that this can be arranged by booking it online at 30 USD.

I tried this, but did not succeed. I did manage to book the flight – then called the helpdesk to ask support and book the additional piece of luggage. The lady at the helpdesk told me that this was a) not possible online b) that I need to “buy” this at the airport and c) that this costs me 90USD!

She also explained to me that for flights not carried out by IB (in this case Veuling) different luggage policy prevails and I could have read that by scrolling down, clicking on keep reading, then clicking on other headlines and then finding pretty complicated language for folks not working in the airline industry.

In short: I feel cheated. Iberia cannot expect customers to dig so deep into luggage pricing policies and this is not transparent. It resembles the classical example of a insurance policy – with all exceptions for reimbursement hidden in the fine print.

If I would have know what your policy was I could have chosen KLM – I could have booked my additional suit case online. The total price & the hassle would be much lower. I truly feel cheated.

I am looking forward to a reply and hope that this is not just a repetition of the policy. I have read it and now understand. Please react to my real complaint: that customers cannot find these policies and that they contradict more upfront information on baggage pricing.

Gewenste Oplossing:

Ik zou tevreden zijn als ik voor de opgegeven 30 USD mijn extra bagage, het liefst online mag boeken. Zoals ik dacht begrepen te hebben van het web.