On Tuesday 25/3 morning I emailed this message :
Good morning I have just looked at my details on your website and believe that I have achieved enough points to put me at Gold level. My membership still details me at Silver.
Can you confirm that I am Gold or let me know how many more points I need to reach Gold.
Many thanks for your help
Of course true to form I have had no response. I have now emailed it a second time.
Incidentally, there has been no reply to my three requests for the name and contact details of a manager or supervisor to whom I can take my complaint.IBERIA not one thumbs down but at least FIVE given the quality of your service to this IBERIA PLUS member (who has enough points to be gold even if you refuse to confirm it !).
Wednesday 26 March 2008
Sunday 23 March 2008
A Result !
17 March
I faxed IBERIA and asked, again, for the contact details of a manager or supervisor to whom I could make a complaint. Needless to say - no reply was received.
18 March
More in hope than expectation I decided to check my IBERIA account and was amazed to see that some points had been credited. The total was enough to push me past the gold card threshold - however my account was (and is still) listed as silver. I shall give it a couple of days before getting on to that.
IBERIA has at least done the right thing by crediting me with some points - but where is the customer service ? where is the good grace ? I actually like flying IBERIA. I have been pleased with the on board experience and have, until now, recommended them to others --- but after this I am left with a nasty taste and wonder what will be next. For the moment I will continue to use them (I have three more flights booked and paid for until the end of the year). You can be sure that any problems will be listed here and on the other websites ! I shall certainly return to writing if I don't get acknowledged as being gold card next week !
I faxed IBERIA and asked, again, for the contact details of a manager or supervisor to whom I could make a complaint. Needless to say - no reply was received.
18 March
More in hope than expectation I decided to check my IBERIA account and was amazed to see that some points had been credited. The total was enough to push me past the gold card threshold - however my account was (and is still) listed as silver. I shall give it a couple of days before getting on to that.
IBERIA has at least done the right thing by crediting me with some points - but where is the customer service ? where is the good grace ? I actually like flying IBERIA. I have been pleased with the on board experience and have, until now, recommended them to others --- but after this I am left with a nasty taste and wonder what will be next. For the moment I will continue to use them (I have three more flights booked and paid for until the end of the year). You can be sure that any problems will be listed here and on the other websites ! I shall certainly return to writing if I don't get acknowledged as being gold card next week !
Sunday 16 March 2008
Other websites
You can also view this story on these two websites :
http://www.businesstraveller.com/discussion/topic/IBERIA-unresponsive
http://www.flyertalk.com/forum/showthread.php?t=801784
http://www.businesstraveller.com/discussion/topic/IBERIA-unresponsive
http://www.flyertalk.com/forum/showthread.php?t=801784
Time passes and Iberia does nothing
I have decided to give IBERIA one last chance to give me the name and contact details concerning my complaint - so I will fax them tomorrow. Here`s my fax :
17 March 2008
I have asked on two occasions (26 February and 5 March) to be given information to enable to pursue a complaint. On both occasions I have not received this information.
I request again that you provide me with the name and or title, and contact email and other details of a supervisor or manager to whom I can make a complaint.
Although I have posted the details of my complaint on a number of websites including Business Traveller and Flyertalk you can find the chronology of the problem at this website :
http://iberiaandcustomerservice.blogspot.com/
17 March 2008
I have asked on two occasions (26 February and 5 March) to be given information to enable to pursue a complaint. On both occasions I have not received this information.
I request again that you provide me with the name and or title, and contact email and other details of a supervisor or manager to whom I can make a complaint.
Although I have posted the details of my complaint on a number of websites including Business Traveller and Flyertalk you can find the chronology of the problem at this website :
http://iberiaandcustomerservice.blogspot.com/
Friday 14 March 2008
IBERIA - unresponsive
Here's an interesting sequence of events :
2007
22 December 2007
Depart GIG for LHR via MAD on IB 6026 and IB7442
23 December
MAD to LHR turns out to be a codeshare and IB7442 is in fact BA457
2008
11 January
Email received from IBERIA in response to mine asking me to fax or email my boarding pass and a photocopy of the ticket.
18 January
Posted Boarding Pass – which lists the e-ticket number - by recorded by International Signed For - Royal Mail from UK to IBERIA in Madrid
28 January
E-mailed scan of the Boarding Pass to IBERIA
7 February
Emailed IBERIA explaining that Boarding Pass had been posted – and that it was an e-ticket and therefore there was no ticket.
12 February
Re-sent email of 7 February since no response had been received.
14 February
Re-sent email of 7 February since no response had been received.
15 February
Re-sent email of 7 February since no response had been received.
25 February
Emailed a copy of the e-ticket supplied by Travelocity to IBERIA
25 February
Faxed a copy of the e-ticket supplied by Travelocity
26 February
IBERIA replied saying I had to send a copy of the ticket with the ticket number – despite this being on the Boarding Pass
26 February
By email – explained there was no ticket. Also asked for my letter to be passed on to a supervisor
28 February
Re-sent because there was no response
29 February
Re-sent because there was no response
29 February
Faxed email to IBERIA along with Travelocity’s ticket
29 February
Received email which stated that I had to send a photocopy of the ticket which my travel agency could provide if I did not have it.
3 March
Travelocity replied to my query with this : Please note that an e-ticket was issued for you under the above booking reference. I would like to inform you that an e-ticket is only a ticket number which is stored in the airline system and has no physical presence.Therefore, it is unable to send a copy of the ticket. However, if you provide your ticket number (XXX-XXXXXXXXX) to the airline, they will definitely be able to help you.
I emailed and faxed this response to IBERIA
4 March
IBERIA emailed the following response :
In accordance with the information you have supplied, for getting the ticket,you have to ask in the travel agency or where the ticket was emiited ,they have the obligation of having it during one year We trust that future contact with us will be to your complete satisfaction. Yours sincerely,Iberia Plus Customer Service
5 March
Emailed IBERIA to ask for the name or title and email address of someone I could complain to about the poor Customer Service.
5 March
Sought assistance from Travelocity – who promised to look into this.
11 March
Email response from Travelocity :
I have checked with the airline and have been advised that you need to call Iberia plus directly at 0034 913 742 442 to credit the miles to your account. You need to refer to the ticket number (XXX-XXXXXXXXX) while contacting them.
12 March
I emailed Travelocity to tell them that IBERIA would not help me.
12 March
Travelocity responded by email thus :
Please be informed that we have already contacted Iberia and they have categorically informed us that you are required to contact them directly on 0034 913 742 442 regarding your air miles. They will not accept our call as they require customer interaction directly on this.
13 March
Called IBERIA – spoke to someone who made sense and emailed a copy of the Boarding Card and the e-ticket number.
Travelocity continued to try to assist me.
13 March
Re-sent email of 12 March which had not been acknowledged
14 March
By telephone spoke to what sounded a helpful agent at IBERIA. She told me what to fax and so I did. Travelocity also continued to try to help me but in the morning replied thus :
I have contacted Iberia Plus on 0034913742737 and forwarded your IB Plus card number IB XXXXXX. Upon checking the flight details, they have confirmed that they cannot credit the air miles to your IB card as the flight booking is a past dated flight. I regret the inconvenience caused and I trust that in the circumstances you will understand why I am unable to be of further assistance on this matter.
2007
22 December 2007
Depart GIG for LHR via MAD on IB 6026 and IB7442
23 December
MAD to LHR turns out to be a codeshare and IB7442 is in fact BA457
2008
11 January
Email received from IBERIA in response to mine asking me to fax or email my boarding pass and a photocopy of the ticket.
18 January
Posted Boarding Pass – which lists the e-ticket number - by recorded by International Signed For - Royal Mail from UK to IBERIA in Madrid
28 January
E-mailed scan of the Boarding Pass to IBERIA
7 February
Emailed IBERIA explaining that Boarding Pass had been posted – and that it was an e-ticket and therefore there was no ticket.
12 February
Re-sent email of 7 February since no response had been received.
14 February
Re-sent email of 7 February since no response had been received.
15 February
Re-sent email of 7 February since no response had been received.
25 February
Emailed a copy of the e-ticket supplied by Travelocity to IBERIA
25 February
Faxed a copy of the e-ticket supplied by Travelocity
26 February
IBERIA replied saying I had to send a copy of the ticket with the ticket number – despite this being on the Boarding Pass
26 February
By email – explained there was no ticket. Also asked for my letter to be passed on to a supervisor
28 February
Re-sent because there was no response
29 February
Re-sent because there was no response
29 February
Faxed email to IBERIA along with Travelocity’s ticket
29 February
Received email which stated that I had to send a photocopy of the ticket which my travel agency could provide if I did not have it.
3 March
Travelocity replied to my query with this : Please note that an e-ticket was issued for you under the above booking reference. I would like to inform you that an e-ticket is only a ticket number which is stored in the airline system and has no physical presence.Therefore, it is unable to send a copy of the ticket. However, if you provide your ticket number (XXX-XXXXXXXXX) to the airline, they will definitely be able to help you.
I emailed and faxed this response to IBERIA
4 March
IBERIA emailed the following response :
In accordance with the information you have supplied, for getting the ticket,you have to ask in the travel agency or where the ticket was emiited ,they have the obligation of having it during one year We trust that future contact with us will be to your complete satisfaction. Yours sincerely,Iberia Plus Customer Service
5 March
Emailed IBERIA to ask for the name or title and email address of someone I could complain to about the poor Customer Service.
5 March
Sought assistance from Travelocity – who promised to look into this.
11 March
Email response from Travelocity :
I have checked with the airline and have been advised that you need to call Iberia plus directly at 0034 913 742 442 to credit the miles to your account. You need to refer to the ticket number (XXX-XXXXXXXXX) while contacting them.
12 March
I emailed Travelocity to tell them that IBERIA would not help me.
12 March
Travelocity responded by email thus :
Please be informed that we have already contacted Iberia and they have categorically informed us that you are required to contact them directly on 0034 913 742 442 regarding your air miles. They will not accept our call as they require customer interaction directly on this.
13 March
Called IBERIA – spoke to someone who made sense and emailed a copy of the Boarding Card and the e-ticket number.
Travelocity continued to try to assist me.
13 March
Re-sent email of 12 March which had not been acknowledged
14 March
By telephone spoke to what sounded a helpful agent at IBERIA. She told me what to fax and so I did. Travelocity also continued to try to help me but in the morning replied thus :
I have contacted Iberia Plus on 0034913742737 and forwarded your IB Plus card number IB XXXXXX. Upon checking the flight details, they have confirmed that they cannot credit the air miles to your IB card as the flight booking is a past dated flight. I regret the inconvenience caused and I trust that in the circumstances you will understand why I am unable to be of further assistance on this matter.
Subscribe to:
Posts (Atom)