Flew London Heathrow to Miami via Barcelona on Sat 24th March 2012. Booked with British Airways but didn’t realise that they use Iberia for the Barcelona to Miami leg of the journey.
Delayed out of Heathrow by 40 minutes and subsequently arrived in Barcelona for connecting flight 30 minutes late. However we made the connection with time to spare.
We were twice reassured by the purser and flight attendant that the luggage had been transferred and was on board the Barcelona Miami flight.
Arrived Miami Saturday evening and waited for our luggage, which didn’t arrive!
They knew all the time because when we asked what was going on they produced a note with our names on it and that our luggage had not been on the plane all along!
We were not the only ones either!
Despite all our efforts with a totally unhelpful and ‘didn’t give a damn’ Iberian representative we got nowhere and at 1 am Sunday morning was given a ‘chit’ with a reference and a phone number to call and basically told to clear off!
The phone number didn’t work and at 4 am that morning I find myself at Walmart trying to buy clothes and toiletries!
We spent the next week phoning and e-mailing British Airways, Iberian and Miami Airport trying to find someone who could tell us where our luggage was! We would be on the phone for hours a day and getting no-where.
BA says it’s not their problem as they were not the carrier; yet it is their name on the tickets, luggage receipts, boarding cards and who took my money!
With Iberian you cannot get through to the luggage department. If you call the office and try to get to speak to a human being, they say that they do not have a number for the luggage department and have no way of contacting them!!
Twice got through to Iberian (via Miami airport main number) who then said that they cannot find the luggage and have no record of it!
Got back to Miami airport yesterday (we had been on a much anticipated cruise – no clothes- great huh?), stormed up to the Iberian desk to say where are the bags and they supervisor says one minute and ‘hey presto’ he brings them out!!!!
No explanation, no apologies!
Then checked in at BA for return flight absolutely seething. The supervisor knew all about it and explained that she had just returned from leave, had heard about this and went over to Iberian that morning and sorted things!
Remember BA said ‘not their problem’!
So BA and Iberian. They did not reply to my e-mails or phone calls. They offer no explanations or apologies. They just ruined a dream holiday!
If someone had at least texted me or e-mailed a response saying sorry and we’re looking into it that would have been something to alleviate the worry.
You know I have flown all over the world, even with third world airlines and have never been treated so badly!
Bottom line is this:
BA and Iberian will not take ownership of any problem they have caused.
If you are happy to risk losing your luggage then fly BA or Iberian.
If you are happy to fly with a carrier who is impossible to contact then fly BA or Iberian.
If you want to fly then fly BA or Iberian, then take hand luggage only!
If you are happy to fly with a carrier who really doesn’t care about you then fly BA or Iberian!