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.