People with Unsolved Travel Problems, Here's Real Help!
 

I was denied boarding on an Iberia flight in May 2006 from Madrid to Chicago, due to overbooking. My partner received compensation, but I was told I was "not on the list" and could not receive any money. No one could explain to me why I wasn't on the list, since I had a confirmed reservation made three months previously. Once I got home, I started emailing, faxing, calling and writing the Iberia office both in the U.S. and Madrid. I wrote at least 10 times, stating what had happened, providing all relevant data, and asking for compensation. No one ever replied. Six months later, I got a phonecall from Iberia telling me I had been offered boarding but refused it. This was completely untrue and I started in, once again, to bombard them with emails and letters. No response.

Then, luckily, 10 months since this occurred, I happened to read an article by Chris Elliott, ombudsman for National Geographic Traveler Magazine, ([email protected]) whose business it is to help people with travel problems. I wrote him about what happened and provided all the data, including the numbers on the boarding passess we had to give up when we were finally put on a flight to New York. BINGO! WIthin two weeks, I got a phonecall from the Madrid office of Iberia, apologizing for what happened, and a week later, I had my check.

This man is a true friend to troubled travelers.

That's great, Nancy. It sounds like a frustrating experience. I'm glad you finally got some compensation.

Isn't it pathetic you had to go to those lengths?

Hooray for you, Nancy.

I'm very glad for you that your persistence paid off.

I'd love to know the rest of the story (as I daresay you would) - just what bureaucratic snafu happened here? And why didn't anyone at Iberia accept that a discrepancy between their 'list' (whatever that is) and their boarding pass system/reservation system clearly meant that there was a problem that warranted further investigation? Did Mr. Elliott ever find the answer to this?

Again, congratulations.

Thanks everyone for your responses. I don't know how Mr. Elliott did it, and I don't know if he would tell me, but I will be forever grateful to him. And yes, Carrybean, pathetic sums it up.

nancy1652, I don't know you, but I'm thrilled for you.

Last year, Iberia pulled that exact same nonsense on me in April 2006 on a flight from Madrid to New York. I had a confirmed reservation and arrived at the airport early. They overbooked. They gave a million apologies in person at the airport. They promised me compensation before I'd leave on the next scheduled flight ... would I just please wait on that line over there and they would help me... Ha!

I waited FIVE hours on different lines in Madrid to no avail - watched as rep after rep passed the buck. Came back to NY, with promises that the NY office would take care of this **scoff** I made two phone calls (to a voice message machine). I wrote two letters then gave up.

I wouldn't have even cared about the compensation, if Iberia hadn't instructed me to wait on umpteen different lines in Madrid in order to get the comp. If they'd just spoken frankly and plainly ... if I'd been allowed to veg in the lounge, in a chair with snacks and a magazine, I would've chalked it up as one of those "oh well, these things happen..." experiences.

But they put me through the unnecessary rigmarole of waiting on pointless lines and talking to reps who had zero intention or power to carry out their false promises, just biding their time 'til they could pass the buck. It was ridiculous.

Dear VitaminJ,
I really feel for you...we did some of the same waiting in line. If you still have any of the data (itinerary numbers, etc.), try emailing Chris Elliott and maybe he can still help you. It's only been 11 months...who knows?!? Good luck!

Hi nancy, it sounds like a nightmare but congratulations on keeping on this until the problem got solved to your satisfaction. But a question? Doesn't the EU now have a law covering this type of scenerio which addresses passenger compensation and fines for the airlines?

Hi Nancy! Thanks for passing along this info. I'm glad to hear everything worked out well for you.

Yes, LoveItaly, there is a law and the compensation is 600 Euros..not an insignificant amount.

Hi Bailey. I imagine you've been enjoying using your pottery from Portugal. Please give Lobo, Loba, Matt, and Lizzy our best regards when you see them in New York. What fun you'll have!