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How Would You Rate Iberia Air Customer Service?

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Iberia Airlines Social Media Department just cannot grasp the basis of my Facebook post. It is about having policies that set some level of expectations by their customers about their responsiveness and keeping a line of communications active. Instead, a patent answer and you are pretty much on your own until you either your luggage shows up, or, better yet, you actually get something other than the automated SMS message you get when you first notify them your bags are missing.

***
Initial Facebook Post on Iberia Airlines Facebook Page

How do you rate Iberia Air's lost baggage service? These are the standards that Iberia Airlines has demonstrated so far: (1) as you Tuesday afternoon, "your bags missed the connection in Madrid and have been placed on the next flight arriving an hour or later. They will be delivered to your hotel and we will call you; (2) no bags as if Wednesday morning and no call; (3) contacted Iberia Airlines and they cannot locate bags but will contact us with an update; (4) checked again late Wednesday, they are in Barcelona but we have no way to contact the local baggage desk or courier or than e-mailing which they did the day before, but we will update you; (5) no bags as if Thursday morning and no contact; called the main baggage number again and was told the bags are in Barcelona, but their email has sent earlier had not been answered. When asked if I could hold while they co texted the Barcelona baggage office, "customer service agent" (name deleted) informed me that there were no phone numbers available to him. Just email. I asked what is the internal expectations to have emails responded at Iberia Airlines and he said he did not know and they would contact me when there was an update - remember, their first internal email on this issue was sent on Tuesday.

So, Iberia offers $50 a day when you have only the clothes you are wearing. Doesn't really help when you are staying in city center Barcelona.

Currently, I rate Iberia Airlines customer service as nearly a Zero on a u measure scale.

Your thoughts?

***
Iberia Airlines Social Media Response:

Hello, Tom. We're terribly sorry for all the inconvenience. Unfortunately, we're not able to speed up the delivery process from the social media department. As soon as the delivery process has been initiated, you'll receive a SMS or email with more details. Please accept our sincere apologies. Kind regards

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My Understanding of What They Communicated

Yep, here we are with an Iberia Airlines customers rating score of Zero.

***

My Facebook Response

Yes, but sadly, Iberia Airline customers cannot have any expectations on timing, nor for the level of communication offered - as fully validated by your response. The only SMS message I've received was immediately when the tracing was initiated two days ago.

Again, the rating is stuck at Zero.

***

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