Hello,
My spouse and I were offered compensation at the airport at Iberia Airlines when they placed us on standby for tickets we had purchased well in advance for a return flight home to the USA. This flight was a partnered flight with British Airways (the flight was originating from Iberia (Madrid) to Heathrow (London), then home to Boston. They found another connecting flight for us on the same day, although 7 hours later, through different cities in the USA. The point here is that we got home after a 26-hour (time change). They also provided us with meal vouchers to use at Barajas airport and told us we would be compensated for our troubles (600 euros). They gave us a paper with information about this compensation that directed us to file a claim on the Iberia online website. We did just that and were redirected to their Facebook site, where we got immediate help through Facebook Messenger from a person (from Iberia) directing us to talk/text through WhatsApp. My spouse was handling the matter as I was out. She was instructed to download an app called SENDWIRE (part of World Remit app) and they would send us the compensation. They asked for our names, addresses, and debit card info. My spouse had looked up World Remit and thought it was legit. When they tried to "wire" money red flags from our bank/credit card came up and blocked the transfers. I was not home but I got text warnings that looked like someone was trying to charge/purchase rather than deposit money. Since then we have searched the internet for this type of compensation and have found nothing. Next, we called Iberia directly and spoke with an individual who forwarded our case with a case number to a another department. A day later, we received an email from Iberia with our case number. The email we received had the Iberia logo and looked official it stated that after reviewing our case, it had determined that we would each receive $250 for our trip. But the email requested we send them our names, addresses, bank name, account/routing numbers, ID documents of the receipents of the said compensation. I went back to the Facebook page and began asking if this method of compensation was typical of the airline, and I was contacted by someone who sounded auspicious (I speak fluent Spanish and he was not Spanish). Should I give up on this compensation? Has anyone ever heard of bankwiring money to customers?? Is there a cell at Iberia that is scamming people?
Posted by
Washington DC
28247 posts
Completely different issue, but also involving Iberia:
We've had at least two (maybe three or four) reports over the last two years or so from Iberia passengers who were given credits due to flight changes or cancellations. Before they were able to use those credits to book new trips, they were used by third parties. It seems pretty clear that there is/was an Iberia insider with access to information about customers' credits who then shared it with others, who siphoned off the credits for their own purposes. Only one of the people complaining about the situation was able to get his credit restored--by contacting someone high up in the chain of command. The airline's initial position was in all cases that nothing could be done.
I don't know whether the disappearing-credit issue is still going on, and what you're experiencing is somewhat different, but I'd be concerned.
I'd suggest going to Flyer Talk to see what those knowledgeable folks think.
Posted by
Used to be Steilacoom, now it’s Las Vegas
2305 posts
I would follow acraven’s advice and post your question on FlyerTalk in the Iberia forum. Most of the posters on FlyerTalk are up to date with information and deal with it frequently.
The first method sounds very dodgy - I’ve never heard of or would I give out debt card information. The second method is what we went through in 2018 when we had a compensation claim with British Airways, except for the part about ID documents. We did need to give bank name, account # and routing info (actually several times as it took almost a year for compensation to go through). We never had any trouble with fraudulent activity.
Posted by
Bend, Oregon
2570 posts
I had a flight cancellation with Iberia and was entitled to 600€. There is an option to start the claim online on their website. After that, I received an email and then I did everything via email. They did send payment directly to my bank. It took quite a bit of paperwork, but it was worth the effort.
Here is the website. Or you can google “Iberia complaint form”
https://www.iberia.com/us/customer-relations/
Posted by
OP
USA
2 posts
Thank you all for your providing your experiences and advice. I did try to go on FlyerTalk but was confused by the website's navigation on where to post.
May I ask travel4fun did the email you receive from Iberia also ask for a "copy of identity of the beneficiary associated with the account" seems like they also want a copy of a license and or passport.
Many thanks if you can answer this question
Posted by
Used to be Steilacoom, now it’s Las Vegas
2305 posts
On FlyerTalk hit the button for “Forums”, then the one for “Airlines and Mileage Programs” where you’ll find an alphabetical list of airlines and Iberia is on the list. There is a thread there titled “Refund Nightmare” started May 27, 2024 that has several websites within various posts that might help going forward. The thread is still on the first page of the forum when I looked today.
If you want to make a post of your own you need to sign up. I signed up the first time I needed help resolving our claim and have since used it in other situations (sometimes at the last minute),so I find it a worthwhile site.