My ENTIRE Experience With Iberia | Surprise Downgrade | Economy Flight Review (9 Hours on A330-200)

[@MelsMilesandPoints]

UPDATE #2: This process has been very challenging, to say the least. After giving me the 21,000 points, I contacted Twitter, called customer service, and filed through the website again. Then I received a response saying that I was entitled to 75% under EU261. I responded back and said I would accept that, and then I heard nothing back for weeks. I finally wrote in again, and they wrote back saying I already got 21,000 miles and that was all I would get (21,000 is definitely less than 75%). It was so confusing and also seemed crazy given that I has already received an email from them saying they owe me 75%! So I called in, and the agent refiled for me. This time I received an answer in Spanish that said they would pay 75%. Great! Victory, right? No, the same thing happened as before. They never credited me in any way, so I eventually followed up, and they again said you're only getting 21,000 miles. I honestly felt like I was losing my mind haha! I finally ran across email addresses for two people further up the chain, so I emailed them both and explained the situation and attached screen shots of both emails that said I was entitled to 75%. They wrote back the very next day and said they would give me the extra points to ensure the 75%, but they also said that technically this falls under U.S. law and I'm only entitled to the fare difference, but that they would give me 75% because they had said that in writing already. What's bizarre here is that they are 100% wrong and this matter does fall under EU261. I didn't argue because I didn't want to jeopardize my points, but I find it very hard to believe that they don't understand the law. It's just baffling. I did end up FINALLY getting the points (Avios), and I promptly transferred every last Avios from Iberia to Qatar. I'm just thankful there's a way for me to use the points without having to fly Iberia. Am I happy I got my 75%? Yes, I feel partially vindicated and am glad I pushed through despite my aversion to conflict. Do I feel like I was adequately compensated or treated well? Absolutely not. Fighting for the points was frankly worse than the downgrade. This process did nothing but prove to me that I am best off avoiding Iberia at all costs for now on. So that's what I'll do. Thanks to all of you for encouraging me to keep fighting. I would have given up without the support 💙 UPDATE: I filed a claim the day I returned, and finally heard back today. Iberia awarded me a mere 21,000 miles as compensation, which is clearly not sufficient. More importantly, it is not in compliance with EU 261, so I will continue to pursue the matter and hope for a better outcome. I just posted on Twitter, so I hope that might help (hopefully I posted it correctly - I am not usually a Twitter user haha. If anyone wants to help give it traction, that might help. Thanks!! 😊)

[@GarrettReynolds-nt4df]

Ever wonder why Iberia downgrades so many passengers? It is because they make a lot of money on downgrading. The reason is that Iberia does not go by EU-regulations, and therefore it will not compensate a downgraded passenger with 75 pct. of the ticket price - like normal airlines. In fact, it will hardly refund the difference between the price of the seat you bought, and the downgraded seat you end up with. So, if Iberia can sell a seat for a higher price close to departure, it will just downgrade someone else. A scam that is all over Trustpilot. 1.2 is a big RED FLAG.

[@GarrettReynolds-nt4df]

Trustpilot review from 2020 "Iberia flouts the law by never giving customers mandatory compensation as per EU regulations. This has been highlighted to the European Council with no result. They also routinely do not store check-in luggage in the hold due to lack of space. Like most airlines, they charge for check-in luggage, meaning that most passengers bring the maximum size carry on, which does not fit in the overheads on smaller planes, therefore carry-on is put in the hold with priority and check-in is left on the tarmac. This would be somewhat if they followed the law afterwards and compensated passengers according to the law for their business decision, but they don't. I have also been in situations where iberia was unable to bring me to my final destination, again with no compensation. It seems to me like they are protected by the Spanish courts as any escalation of this illegal behaviour is unsuccessful. Using an airlines claims service such as Airhelp will likely also not get you a result as they will fight any claim tooth and nail."

[@MelsMilesandPoints]

@@GarrettReynolds-nt4df I think you're 100% right! The agent admitted that she sees this issue every day. But don't they have to follow the EU regulations?

[@MelsMilesandPoints]

@@GarrettReynolds-nt4df wow!!! I wish I had seen this before I booked with them. Well I definitely learned my lesson - never again!!

[@geoffreyschultz8515]

Under EU law you should have 75% of the total fare paid back. With an Avios booking this would be 75% of the Avios and I think also the taxes.

[@i-sputnick]

just want to say that you took this whole experience so very graciously! i'm not sure i would do the same were i downgraded from business to economy. we can all learn something from you. (:

[@MelsMilesandPoints]

Thanks so much for saying that!! 🥰

[@alielabdimarras7965]

Very simple in Europe: You ask them to rebook you on the next flight in Business and of course the 600 € compensation for the delay. If they say no, then please in written or in front of my phone camera. Go buy another ticket in business from what ever airline and send them the invoice plus the 600 € compensation delay, if they refuse payment : lawsuit. Then they'll get to pay lawyer and court fees, Happend with the Lufthansa 18.000 € was the initial claim. They had to pay.

[@neilcharles2520]

Lawsuit if you lived in Spain,just never fly them again...

[@davidcole333]

I feel strongly that you should be compensated for the downgrade. I also feel strongly that I won't be flying Iberia anytime soon :-) Thank you so much for making something positive out of a bad situation. That is the mark of a pro. I know that personally, I would have been seething by the time that aircraft ever pushed off of the gate.

[@MelsMilesandPoints]

I felt lucky that at least it was on the way home rather than on the way to Europe. 😅 I really hope they at least compensate me, but still no answer yet. To be honest, I’m afraid to try Iberia again! 😂 But I really do want to review their Business Class, so you never know…

[@hejbjarne]

Of course. She is entitled to a refund 75% of the cash fare. If you pay with points, it will be calculated based on the price of the ticket, that you would have paid without using points.

[@bladeds100]

I would be so annoyed

[@HusseinDoha]

I just love your reviews. Very honest, calm and informative. No clickbait nonsense. Thanks! I subscribed and I’m watching your previous videos.

[@MelsMilesandPoints]

Thanks so much!! I'm so glad to hear that and glad you're here! 😁

[@veronicapei6073]

Thanks so much for sharing! Did not know that could happen. Will definitely be sure to be able to check in when flying with points! Good luck with your fight!

[@MelsMilesandPoints]

Glad it was helpful! Check in even if paying cash, because I met two others who were also downgraded, and they had paid cash!

[@iswish_41]

is not a points issue.

[@jasonking3511]

I was an Iberia plus Gold member and they have done the same to me 3 times 20:22 on long-haul flights. An Iberia agent friend of mine told me that they are actively overselling Biz class by 40% not caring about the repercussions to customers. British airways is also doing the same since Iberia and BA are basically the same company now. I have since since switched to Air France and not had any problems plus the service is so much better.

[@MelsMilesandPoints]

Yes, many people have commented that it's because I used points or didn't have status but I was in line with 2 others who had been bumped and paid cash. The agent said she sees this every single day, so clearly they oversell Business knowing they can just downgrade and then refuse fair compensation. It's a terrible business practice. I've had good experiences with Air France too, so thank goodness there are other options!:)

[@philipkapadia1852]

Fantastic review, thank you!

[@MelsMilesandPoints]

Glad you enjoyed it! Thanks for watching!

[@martingreen331]

Iberia are lacking in any customer service the staff are rude and arrogant and the planes are filthy I got stuck in Madrid and as a business class passenger, they put me in the most foul hotel I’ve ever been to in my life and basically abandoned me there so I organised another flight with another airline and trying to get my money back was an absolute nightmare. Of course it is no surprise that they are linked to the worlds worst airline, British Airways, who are on a par with Iberia when it comes to customer service the CEO’s of Iberia/BA should be sacked with immediate effect. The airlines is dreadful and the National disgrace to both countries

[@MelsMilesandPoints]

I guess I should count myself lucky that I wasn't stuck there overnight! I'm really sorry you had to go through that. I'm fighting for compensation now, but they are incredibly difficult to deal with. It's almost insulting - like they have absolutely no remorse about routinely downgrading people and then to add insult to injury, they refuse to pay compensation.

[@marmb105]

Same goes for Vueling, which is in the same group.

[@HusseinDoha]

@@marmb105Vueling is a budget airline!

[@Alexvuong890]

I wanted to say that your review was thoughtful, fair, and thorough; and your voice was super soothing despite being put in a very unfair and unfortunate situation. I hope you get proper compensation from this experience.

[@MelsMilesandPoints]

Thanks so much! ❤

[@Sanznachito]

I totally agree with you that the suggestion to turn up 24 hours in advance is an absolutely ridiculous one, we're not in the 1980's/90's where one has to reconfirm their flight a couple of days ahead. Will someone from IB see this vlog and confirm if that's really the policy we are expected to adhere to? Good luck with your claim. Thanks so much for sharing.

[@MelsMilesandPoints]

You're welcome! I really don't want this to happen to anyone else. It seems to be standard practice with Iberia from everything I've learned. Oh well - lesson learned 😅

[@nezbrun872]

That turning up the day before was utter, utter and complete bullshit. At that point, I'd have escalated, although something tells me the end result might well have been the same, but at least I'd have got it off my chest. Hold out for full compensation. They're frauds, complete charlatans, and all EU airlines seem to do do it. They try it on, offering a low ball to make it go away, making it sound like they're doing you a favour. Do not accept, don't let them get away with it. EU261 can be complicated, but I thoroughly recommend you persevere, and be clear with what you're claiming in line with the legislation.

[@sharoncole5093]

It sounds like you made the best out of a bad experience that was completely out of your control. Love your attitude and honesty and how you handled the situation. Really sorry that this happened to you but glad that you are able to warn others that this airline absurdly expected you to come to the airport a day early to ensure you get the seat you purchased!!!

[@MelsMilesandPoints]

Thank you! It actually makes me feel better knowing that at least I'm getting a warning out. Passengers deserve to know what they are getting when they book a flight 😅

[@joannacardinal7464]

@@MelsMilesandPoints I really appreciated this video as I have an upcoming trip with Iberia this fall. I happen to live close enough to the airport to be able to go the day before if necessary. Fingers crossed you get a better outcome soon.

[@briandancer4195]

The SSSS is the problem. You will not be able to check in online when you have been picked for extra security on any airline. This happens frequently to my wife and it doesn’t matter which airline. It happened to us in Lufthansa, Delta and American. The coming to airport one day in advance does not change anything and smells like BS.

[@MelsMilesandPoints]

I think you may be right, but I have a redress number now so that I can avoid the hassle. And it works really well. I entered it on Iberia's site, but I suspect Iberia didn't retain it in their system. I was pretty shocked when I saw the SSSS because it never happens anymore - at least with decent airlines who have a well-functioning online system. Your wife should look into it. It's easy to get and free! (Edited: I originally said known traveler number when I meant to say redress number. I have both. Getting a redress number is free and easy and is meant to reduce your odds for random searches while the known traveler number gives you TSA Precheck plus it allows you easier entry when you get back to the US. It’s not free, but many travel credit cards will give you a credit you for it. Sorry for any confusion this caused!)

[@petek5523]

Are you saying that you’re picked for SSSS even before you get to airport?

[@nicolad8822]

This has happened to daughter twice flying from the UK to the US. She had return flights booked both occasions. I’ve wondered if she has an issue because we have a very common British surname, she has no middle name and her first name is what some might think is an abbreviation of another. They just want to see her passport matches her booking??

[@MelsMilesandPoints]

@@nicolad8822 you can get a redress number for her and that should help. It usually helps me avoid SSSS, but I think Iberia’s system didn’t keep the number in my record and that’s why I got it this time

[@Tuukkohakee]

That’s interesting. I was travelling with my family on Finnair on a flight from HEL to JFK and my father got the SSSS even on his mobile boarding pass. It refused to check him in for a few tries but eventually did give him the boarding pass aswell. At the airport once we got to the gate he was taken to the side and after a while taken to a small room next to the gate, where his electronics were swiped. After that he was allowed to join us back in the holding area of the gate. It was quite a smooth experience and far from the horror stories you sometimes hear. It also seemed to be a random SSSS as all of his next flights to the US were fine.

[@MorgansWorld760]

Totally and BTW I love Yr accent. It's very soothing 😊

[@MelsMilesandPoints]

Thank you!! 😁

[@sb6181]

You were so patient! In theory they should have been very clear about the options available to you if they did not have a seat, including rerouting you in business class on another airline or OneWorld alliance partner. Keep pursuing them as they didn’t comply with EU law. Thanks for sharing

[@MelsMilesandPoints]

I asked about all those options but was told this was my only option to get home. I really felt like I had no other option if I wanted to make it home 😒

[@BasicallyFlying]

I’m sorry you had to experience this and thanks for saving me from running head first into flying with Iberia. You were much more gracious than I would have been!

[@MelsMilesandPoints]

I survived haha, but I also learned a lesson and will never fly with them again!

[@MrRogaro]

Just wow! Thats at the end still not a nice experience! You took it very calm and nicely! I dont know if i could do that. Bravo!

[@MelsMilesandPoints]

Thank you! I was pretty thankful that at least I was flying home versus heading to Europe overnight haha

[@juergenruss1366]

No surprise such things happen on Iberia. They have the worst customer services. I had a very bad experience where my mother in law was denied boarding for no reason when she was actually flying to our wedding. We ended up sueing the airline after they denied compensation because they even lyes that our mother in law was a no show. We had to sue them over 2 years, they lost two instances and finally after 2 years they paid us. For us it’s a big no to fly them ever again.

[@MelsMilesandPoints]

Wow!! That's crazy, and I'm so sorry that happened to her. I really hope she didn't miss the wedding. And that's so sad that they fought you for 2 years. You would think they would want to right their wrongs, but clearly they just don't care. Good for you for persevering!!

[@juergenruss1366]

@@MelsMilesandPoints She did not miss the wedding, but hearing a 74 year old mother in law cry on the phone from the airport was my motivation to fight. In Spain many Spanish don’t fly them because of the terrible customer service. I hope you get more than the difference in Avios for the downgrade.

[@MelsMilesandPoints]

@@juergenruss1366 that's just awful!! I'm so sorry that happened!! And thanks for your encouragement! Fingers crossed!

[@GarrettReynolds-nt4df]

@@juergenruss1366 I hope you revealed this terrible behaviour on Trustpilot as the more people who reveal the truth behind the management of this airline the better!

[@tedbernstein3809]

You deserve much better... Iberia has technology and customer service problems for sure... they have demonstrated a lack of responsibility for providing product which was clearly paid for in Avios & cash tax. Absolutely Iberia in not in compliance with EU 261... and to say the least, they don't deserve your patronage or the patronage from all the others who were bumped from business class. That they used for an excuse you should have gone to the airport and check in a day in advance is outrageous... I've never heard of that in 40 years of flying. I wish you well on your travels... and your blog presentation was professional, informative and entertaining. I'm subscribing to your channel which is impressive! Wishing you success and happiness in your world travels!!!

[@MelsMilesandPoints]

Thanks so for the positive feedback and for subscribing! I thought the agent’s excuse was pretty crazy too! I’m going to keep pursuing compensation but am not feeling very certain I’ll get it based on all the horrible reports I’m hearing from others 😅

[@go-outonalim]

So sorry to hear that this has happened to you. Even though you did not check in 24 hours before , you had an assigned seat and Iberia was supposed to save your assigned seat until the check in window has closed which is usually an hour before the scheduled flight departure time. Only then they are allowed to give your seat away. The SSSS designation on your boarding pass and your not being able to check in 24 hours before flight time is not the excuse . They just gave your award redemption seat away to a revenue paying passenger 😡

[@MelsMilesandPoints]

Yes, especially given the fact that their check-in process is known for having issues. Surprisingly, there were two others in line with me who had been downgraded, and they had paid cash. I think it's just the luck of the draw. They overbook and will be bumping people, so if you're unlucky enough to have issues with check-in, you'll be the one downgraded. Lesson learned - I won't be flying Iberia again! 😔

[@1bluensx]

Also, I purchased a small USB cabled fan on Amazon, for $10, I bring it in my carry on. I find it very helpful on ventless flights

[@MelsMilesandPoints]

Good idea! 😅

[@MorgansWorld760]

I travelled Iberia Business Class from Alicante to Madrid yesterday. For lunch we got a small ice cream and a bag of peanuts. A beverage was offered when about 20 minutes was left of the flight. BA has similar flights but offer a much better Business Class experience

[@MelsMilesandPoints]

They are lacking in many ways I think.

[@rover2238]

El vuelo ALC a MAD dura 45 minutos incluido taxi. ¿Que quieres un arroz abanda completo? Comentarios absurdos.

[@bagelsquare]

that's insane that they expect you to go to the airport the day before. Do you think it'd be possible to call Iberia to help with check-in in this scenario? Who the heck is getting those seats? This is an easy warning to never book Iberia business.... I'd already sooner book another airline but this is the nail in the coffin.

[@MelsMilesandPoints]

I agree it's insane, and frankly I think it's just a convenient excuse. I have a hunch that Iberia oversells the Business cabin and then keeps some seats open in Economy so they have room for those who are downgraded. I really want to review the Business Class, but I'm afraid to try again 😂

[@bladeds100]

Seemed like the check in agent was gaslighting her for their mistake of overbooking the flight.

[@chrisalty7044]

@@MelsMilesandPoints Will be their staff most likely, IB tried to split me up from my 10 year old daughter last year so one of their off-duty pilots could sit in my seat, 1C whilst she was in 1A. Told them to sod off and eventually he sat in 4D, still in business. What a shoddy way to run an airline.

[@MelsMilesandPoints]

@@chrisalty7044yes, it's clearly an ongoing problem !😡

[@chatanp]

Mel... So sorry to hear about your ordeal with Iberia. I have 2 business class award seats booked for August 2025 from DFW to MAD, so I'm definitely on edge after seeing your video. Fortunately we are flying AA home, so that gives me some solace. Nevertheless, it's absolute trash how they operated and treated you. It's well known the Iberia IT is awful at best, but to just give away your seat is absurd. Even more absurd is to suggest that you come to the airport a day early to physically check in. Living close enough to DFW, I'll be watching for the same issue next year. Thanks again for sharing your account. Very happy to hear you received some improved compensation.

[@MelsMilesandPoints]

Thank you!! Flying Iberia from your home base will hopefully be safer. At least you can call (or head to the airport 😅) if you have an issue with check in. Good luck and if you get a chance, let me know how it goes! :)

[@RChen4]

So annoying and unfair! Thank you for letting us know how the downgrade works!!!!

[@MelsMilesandPoints]

I don’t want anyone else being unprepared like me 😂

[@ianstutt7971]

The S terminal via the train is used for all non Schengen flights. Would have been better if the check in agent had told you that.

[@MelsMilesandPoints]

I’ll never make that mistake again 😂

[@iswish_41]

The SSSS designation on your ticket was precisely the reason you couldn't check in. My wife had that issue recently flying from San Juan, Puerto Rico to Madrid in Business class. I fly a lot (8-10 times a year for work) and I'm very aware of these issues so we called Iberia immediately and solved the problem via phone.

[@MelsMilesandPoints]

Thanks for sharing your experience! 😊

[@neilcharles2520]

You can also book your ticket through the AA website,i have to fly into Orly from Orlando in July,but after seeing this video,i think i will fly into LGW and book a flight with Vueling to fly into orly..

[@MelsMilesandPoints]

I haven’t flown with Vueling, but that sounds like a good plan!

[@Peringrid]

I do believe that Iberia is signatory to The Montreal Convention which stipulates that they must provide a seat on the next flight in the same or higher class regardless of airline. I had this experience many years ago between Bangkok and Melbourne. Thai Airways had substituted the airplane with one without first class seats and business class was full. I refused the downgrade and eventually I was offered a Qantas flight which departed nine hours later. I was also given hotel stay for the wait. All according to The Montreal Convention.

[@MelsMilesandPoints]

I agree with you, but for whatever reason, Iberia seems to have found success ignoring the rules and making it difficult for customers to receive proper compensation 😭

[@Peringrid]

@@MelsMilesandPoints the answer is to purchase another ticket if the airline refuses to honour their obligations and then charge them through the courts. They will lose and they know it. The cost will be on them. I do believe that the EU has a way of dealing with this as well.

[@drrubi3944]

Did you check the fare rules for your ticket if they guarantee travel in the booked class? Award tickets can have some special fare class that is only given out when the airplane is already overbooked. Those classes are essentially standby tickets in C (hence the check-in issues) and if all paid C guests are showing up, you end up flying E or even Y. Usually those tickets are given out with a discount. If there was a promo like "20.000 points less for all flights to the USA", then the chances are high that it was such a ticket.

[@MelsMilesandPoints]

You make a good point, but that wasn't the situation here. The agent told me that it was because I didn't check in 24 hours in advance and that she sees this problem every day. Plus the other two I met who had also been downgraded had revenue tickets and were given the same excuse 🤷🏻‍♀️

[@alanwheeler3696]

Expecting you to go to the airport is nuts. However virtually all major airlines oversell their flights. However why they couldn’t have given you the business food. Plus automatically refunded you the points difference is very poor. Should also be some compensation.

[@MelsMilesandPoints]

Yes, I agree. I finally heard back today, and the compensation is not sufficient, and more importantly, not in compliance with EU 261. I am losing hope that they will make this right

[@shayneoflaherty3488]

Wow, you took the downgrade way better than I would... think I'd either be crying or going 'full Karen' on them. Seems to me like Iberia routinely overbook business class then weaponize the online check-in process to bump the unlucky ones (I'm guessing some criteria may apply e.g. Status, payment by points etc.). They better be compensating you the 75% of the fare within 7 days as per EC 261!

[@MelsMilesandPoints]

Yes I think it happens all the time - the agent basically admitted as much. I filed a claim with them but have heard nothing at all back yet. That's almost the worst part. They seem very unconcerned about making it right. But I will keep pursuing it!

[@hrw3mom103]

Thank you for sharing. I will not be booking any flights with Iberia in the future. I cannot accept a 9 hour flight in economy if I’ve booked business. The physical discomfort for me would not be worth it. If enough passengers find Iberia’s business practices unacceptable, it will reflect in their profits and another airline will disappear. From the comments and reviews online, plus what I have heard in the travel community, Iberia is already at the bottom of the list.

[@MelsMilesandPoints]

I hope you're right. Their business practices are not very ethical in my opinion, and hopefully this will eventually catch up to them. They are currently refusing to compensate me as dictated by EU 261 which I didn't even know was possible. According to other reports, they often refuse and just assume that the Spanish appeals process will be too difficult for foreigners.

[@IsaacNYC212]

I'm sorry to hear about your experience. This is why I stick to Delta for ALL my travels. I don't have time for this level of frustrations. Delta is not perfect, but... It's almost laughable that you can view the inflight menu on the airline app, but you couldn't checkin. It's really sad that an airline can get away with this lack of customer service.

[@MelsMilesandPoints]

Yes, I agree. From what I've heard the Spanish authorities you can appeal to are actually very unhelpful too, so I am sure that plays a part. Iberia figures they can get away with it

[@nubianpwr]

I personally dislike flying economy for a number of reasons. I appreciate the implicit admonition in this clip. I shall heed it, and seek to avoid Iberia airlines in the future. You content is so well done and thorough... not to mention the music😊👍🏾👍🏾

[@MelsMilesandPoints]

Thanks for the positive feedback! ❤️ I’m in agreement with you about not flying Iberia in the future - although now I feel challenged to get into their Business cabin! 😂😂

[@nubianpwr]

@@MelsMilesandPoints LOL - that washroom scene sealed the deal for me

[@MelsMilesandPoints]

@@nubianpwr you're lucky I didn't share a picture from the end of the flight 😂

[@nubianpwr]

@@MelsMilesandPoints so lucky😂

[@BradWillis]

Sounds like there were many issues, but one thing to understand is that, as you noted, the SSSS code is typically randomly assigned. In fact, I was also assigned SSSS in Barcelona, but this was on American Airlines. I couldn't understand why I couldn't check-in online, but my GF could. I called AA and even they weren't sure. The bottom line is that if you have that SSSS code, you won't be able to do online check-in. That part of things isn't Iberia's fault. But I don't believe they should have given up your assigned business class seat, or at least not until very close to flight time. That said, it is quite possible that Iberia legitimately did not know why you couldn't do online check-in and felt you might be a no-show. In other words, I don't think they know until a boarding pass is actually issued and they see the SSSS code stamped on the pass. As a side note, it's my understanding that you are more likely to trigger SSSS with one-way flights. I booked separate flights to and from BCN, rather than a single RT ticket, and I'm pretty confident that's why I got hit with Secondary Security Screening Selection. In your case, it was likely the fact that the cruise brought you there and then you booked a *one way* flight to return. Obviously, not everyone booking a one-way flight gets hit with SSSS, but it does increase the odds. I had TSA Global Entry and still got nailed with the dreaded SSSS.

[@MelsMilesandPoints]

Yes, everything you're saying about SSSS is true. The one-way flight likely did play a role. But the agent also basically admitted that she deals with this every single day, so from all accounts, Iberia overbooks Business cabin because they know they can just downgrade to Economy. They are now refusing to pay me the 75% compensation required under EU 261, so they really have nothing to lose when they bump people. It's a win win for them 😔

[@thevirgintraveller]

I was selected to be offered a downgrade on a Virgin Atlantic flight from Upper Class to Premium Economy. However, they offered me a deal that was almost to good to be true to accept the downgrade so I took it and things worked out in my favour. I was also allowed to keep my Upper Class meal that I had pre ordered. Did Iberia provide you with an offer/compensation as a result of downgrading you?

[@MelsMilesandPoints]

No offer at all, sadly! And I asked about being put on another airline or even flying the next day, and according to the agent, every Business Class was full. I wasn't so sure I believed that, but my hands were really tied. If I wanted to get home, I had to take the Economy seat

[@thevirgintraveller]

@@MelsMilesandPoints That is poor from Iberia, though on a positive note, you got some cool content from riding economy!

[@MelsMilesandPoints]

@@thevirgintraveller true!!😂

[@fletcherprince]

This was helpful. I haven't flown from Europe. Were you able to sleep on the plane? Or did you just catch up on sleep on arrival?

[@MelsMilesandPoints]

I’m glad to hear it was helpful! I always try to sleep on the way over to Europe because the flights are at night, but coming home is usually a day flight, so I might nap if I get tired, but sleep isn’t a top priority for me. On this particular flight, I didn’t sleep at all 🙂

[@yvr2002rtw]

I would have demanded to be put on the next flight with availability in Business Class. You board you lose!

[@MelsMilesandPoints]

I tried that, but May 1st is a big holiday in Spain, and the agent told me that all the Business Class flights were full for the next few days. I really had to get back home so I felt like I had no other option

[@yvr2002rtw]

@@MelsMilesandPoints I am the paranoid type who would sometimes book a separate flight on another airline (to avoid auto-cancellation due to duplicate booking check) leaving a few days later in case there is something wrong with the original flight. Once I get home, I would cancel that flight if not used.

[@MelsMilesandPoints]

@@yvr2002rtw if I ever attempt to fly Iberia again, that would probably be a very smart move!

[@1bluensx]

Wow. I truly feel horrible for your Iberia flight and I don’t even know you. That flight was from hell! With an airline from hell. I don’t even know what else to say. When you were trying to check in, did you have your VPN on? I have found that I often can not do these types of things when I’m away and the VPN is on. I will only fly flights up to 6 hours economy. The rest need to be in a lie flat, or I feel like absolute hell when landing.m legs swollen, back sore, etc. not worth it at 53 years old

[@MelsMilesandPoints]

@@1bluensx Thank you ❤I turned my VPN off, tried going through both the computer and phone, English and Spanish sites. From what I read, my issue with check in is very common. And yes - I totally know what you mean about the pain of a long flight in Economy!! 😭

[@paulp7365]

This fits with what I have been told by numerous people: They are dishonest, care nothing about customer service, stonewall their customers, and make no excuses for the filthy restrooms on every review I have seen and read. Also, reportedly their crews are grumpy, don't greet the passengers with even a "welcome aboard". And requests? Apparently they don't "have time" to take care of you, even in business class where I have seen videos of filthy seats and no attempt to service them before leaving again even though they have plenty of time. Manana seems to be the accepted protocol at Iberia. What a smear as the "National Airline of Spain" they claim to be.

[@MelsMilesandPoints]

It was pretty disappointing for me, especially since I love Spain so much! Honestly, the worst part was the runaround they gave me after the flight - customer service is almost nonexistent!

[@BrianH00D]

I JUST booked our nonstop flights from Madrid to Boston, so hate to see this. Thanks for the advanced warning to go to the damn airport a day early if we end up having issues like this. I'd rather show up a day early than to be bumped to economy (though I have a feeling it won't do a thing to keep this from happening). One side note: There are only two days between now and August 2nd (our flight) that are close to sold out. There are still well over 10+ open seats on just about every flight between now and then. I feel like there's a low chance to be oversold.

[@MelsMilesandPoints]

Hopefully it won’t happen to you 🤞🏼Madrid is amazing so I’m sure you’ll have a wonderful trip! Good luck!!

[@solsticebaby]

Do any DOT regs apply since the flight is bound for the USA? I'm asking this about 5 seconds into the video so I apologize if you address this.... Just deserve compensation for this and I'm pretty sure there's laws about that but I don't know about if the flight isn't originating in the USA

[@MelsMilesandPoints]

@solsticebaby, yes, EC 261 should cover this since the flight was leaving from Europe. I filed a claim through their website but still haven't heard back

[@kevanhubbard9673]

I flew with them from Madrid to Rio de Janiro and vice versa and coming back they offered me an upgrade to Business for €400 but i didn't take them up on the offer as I could see that Economy didn't have many passengers and I got a row to myself (a free Air New Zealand Sky Couch!).One memory of that was looking out of the window mid Atlantic and seeing Scorpius ♏ hanging in the sky.

[@MelsMilesandPoints]

It's always nice to have the entire row!! 🥳

[@justthatguy9946]

It looks like Iberia generally fly the a330-300 to Chicago. Did they downsize to a a330-200 and then downgrade people on a "first to check in" basis? The SSSS doesn't help in that regard, I am sick of getting it but don't travel to the USA frequently enough to fix it. The USA are the ones who determine if you have the SSSS, so not an issue anywhere else in the world.

[@MelsMilesandPoints]

You’re right about the SSSS being from the US, but I have a known traveler number to avoid it, and usually it works. It’s my hunch Iberia’s system didn’t retain the number. The plane was A330-200 for at least 2 months, and I had a seat on that configuration. I really think they just oversell the Business cabin and routinely downgrade a few unlucky people. I’ll never fly with them again (although I really did want to do a review of their Business Class 😭😂)

[@justthatguy9946]

@@MelsMilesandPoints the known traveller number doesn't prevent SSSS. If it has happened a few times, you are eligible for a Redress Number

[@MelsMilesandPoints]

@@justthatguy9946 that’s good to know! I’ll look into that! Thank you!

[@jameshaddan8538]

While I’ve only flown in and out of Barcelona, I hear horror stories about the Madrid airport. The consensus always is that it’s a confusing mess. So I’m not surprised to hear about the poor communication (both verbally and via way finding tools) about regarding your terminal location etc.

[@MelsMilesandPoints]

It was confusing, but I think I was also probably a little out of it because I was still so surprised about the downgrade!😂

[@richardstreet7518]

Can't believe that IB did the double downgrade... would have thought IB would have protected premium economy for you... Although British airways seem to do similar downgrading avios tickets (both airlines are owned by IAG.

[@MelsMilesandPoints]

I don't think my flight had premium economy. Thanks for the warning on British Airways - I'll try to avoid them too!

[@richardstreet7518]

It's a very small premium cabin and only one less seat per row...but as you say IB have a few A330s without premium...

[@MelsMilesandPoints]

@@richardstreet7518 the agent told me no premium economy but honestly, she was telling me a lot of unbelievable things, so that might not have been true 😂

[@mjc8281]

Being downgraded sucks, couldn't agree more and I actually felt your disappointment when they did that to you! but as someone that flies quite a lot long distance and in economy, UK to the Far East if I had to pick a plane to do it in it would be an A330-200 well actually the A340-200 but that's pretty uncommon..I was booked on a A330Neo earlier this year but they changed the plane last minute

[@MelsMilesandPoints]

It's good to know that it could have been worse! I did think the Economy product wasn't bad at all. It's just thinking you're getting one thing, and then they downgrade you with no warning haha! Also, I have been really frustrated with their refusal to compensate me as directed by EU 261. This part is frankly worse than the downgrade because they have made the process so difficult even though they know it's mandated. I hate conflict and am frankly just ready to cut my losses and forget the whole thing. But I'll never fly Iberia again!

[@mjc8281]

@@MelsMilesandPoints ohhhh I totally get it I'm beyond unhappy for you, all-round very poor and your frustration is totally justified.. In a past life I must have been very bad because I briefly worked as a regional manager for a retail chain and the one thing I used to try to get over to the staff was to make those negative experiences better ones for the customer... You sell someone a yacht and make it a good experience, any idiot can do that... Turning them returning the yacht because they didn't like the color into a positive experience for the customer... That is a talent and takes work, seems to me that they really didn't put any effort into your flight.

[@sandahildebrand2444]

Oh my… no sane person would even think to check in at the airport the day before their flight. The running around looking for the lounge would give me anxiety. Actually the entire experience would give me anxiety. There would be zero reason for a bathroom to look that dirty at the start of a flight. The only thing that looked good was the ice cream bar. 😂

[@MelsMilesandPoints]

Haha I can’t disagree!! 😂 But at least the ice cream was good!!

[@solsticebaby]

I might have checked in at the airport the day before one time.... But that might also be because I got the date of my flight wrong And it was totally by accident... (I wish I were joking)

[@MelsMilesandPoints]

@@solsticebaby Haha better a day early than a day late 😂

[@jamesh8862]

EU Regulation 261/2004. You should at a minimum be compensated 75% for the ticket. You should also contact Iberia with a complaint demanding the Avios (and any relevant taxes) to be reimbursed. If you don't get anywhere, then lodge a complain with the Spanish Aviation Authority (AESA.) Might also be worthwhile contacting your credit card company, giving them a link to this vid & seeing whether a chargeback/refund could be done on their end.

[@MelsMilesandPoints]

Yes, I filed a claim and agree with you that under EU 261, I should get 75%, but I haven't heard anything back yet. I'll give it one more week, and then try to escalate the issue.

[@jamesh8862]

@@MelsMilesandPoints Any partial refund you get most likely will not include the points and tax. Rather than waiting weeks only to find that to be the case & only a partial refund for the ticket price alone was sorted, I'd recommend taking a pro-active approach and raising the issue with Iberia right away. Escalate it if they initially try to brush you off. Big companies hate public grievances being aired. So maybe try filling out the initial complaint form on their site, then contacting them via Twitter and Facebook with an original message, followed up by a link to your KZbin video. As a last ditch, go to the aviation authority with the fact that you gave the airline ample time to rectify the situation, but they were simply not interested in making things right.

[@MelsMilesandPoints]

@@jamesh8862 I filed a claim last week, and finally heard back an hour ago. They sent a letter from a "no-reply" email that said they have credited me with 21,000 miles. I'm literally in shock that that's all they are offering. I called customer service, and as expected, nobody seems willing to help. I guess I'll try Twitter and Facebook now, and if that doesn't work, I'll try to take it to the next level. Part of me feels like just letting it go, but I think if they are allowed to treat passengers this way, they will continue doing so. Do you know what authority I would try next?

[@jamesh8862]

@@MelsMilesandPoints Congrats. You got helluva lucky & saved yourself a bunch of insane hassle in the process.

[@georgegarcia566]

Awesome video. Iberia downgraded me too on my way back ~ 3 years ago. I avoid Iberia. The jamón sandwich looked truly sad… 🤨

[@MelsMilesandPoints]

Oh no, sorry to hear that! From what I'm reading, it's very common. I will be avoiding Iberia at all costs for now on. And yes - the sandwich was pretty dreadful 😨

[@gdb5843]

A couple from Houston told me that they bought Business Class tickets from the cruise line but British Airways overbooked, so they got downgraded.

[@MelsMilesandPoints]

British Airways partners with Iberia, so I'm not too surprised to hear that.

[@TravelwithPavel]

Well its really strange, I never had any issue with Iberia and I live in Madrid so its my primary airline. For sure its strange and at check in I would have probably try to call their service line at least, but for sure they are at fault. As for Terminal 4, its not confusing, 4 is for Schengen (now they have 4 gates also non Schengen) and 4S is for non Schengen flights its not confusing at all. On the other hand, they are at fault, you should have never accepted the economy though, tell them to rebook you on next flight, they have to pay you 600 Euro compensation and accommodation and in case you accept, demand compensation of at least avios right at the check in counter.

[@MelsMilesandPoints]

I asked to be booked on the next flight, but they said all business class cabins were full for the foreseeable future, even on other airlines. I don’t know if I believe that, but when that’s the only info I was given, I felt it was better to just fly home while I at least had a seat (albeit in economy) 🤷🏻‍♀️

[@TravelwithPavel]

@MelsMilesandPoints thats really strange, unless you travel during Christmas I really wouldn't believe that, strange (and bad) behavior from the agent.

[@MelissaC269]

We had a fantastic experience from ORD to MAD flying their business product last summer. I'm sorry this one didn't go as well.

[@MelissaC269]

also have to add, you have such a positive attitude in your video. It seems like you made the best of it. I'm sorry this happened.

[@MelsMilesandPoints]

Thank you!! I knew that letting it ruin my day wouldn't change anything, so may as well make the best of the situation 😅

[@andresfg6788]

Could you just refuse to take the flight until they accommodate you in the next plane with business class available?

[@MelsMilesandPoints]

I'm really not sure, but they were definitely not in favor of that approach because I mentioned the next day, and she said they were all sold out for days. I had to get home sooner rather than later, so I felt like I had no other option.

[@andresfg6788]

@@MelsMilesandPoints I would have just not boarded the flight until they assigned me a business seat. I think it is a very American approach to go with the flow and complain or ask for a compensation later (which is the right way because institutions should enforce the law). However in this side of the world we know that companies either have to resolve or they won't be held accountable for pretty much anything

[@andresfg6788]

@@MelsMilesandPoints your answer should have been, bump another person from those "sold out" or overbooked flights, otherwise I'm not boarding. Believe they will find a way.. also you mentioned people downgraded that have paid cash, that is new. I have read this 4-5 times from Iberia but have always been miles/avios tickets. Might not be the only one, BUT seems like those kind of tickets are first inline for downgrade

[@ukmaxi]

That's a ridiculous display by Iberia. You should have a decent level of compensation for not getting what you paid for. What do the terms say for their issuance of a ticket? As for the airport I assume you were in the schengen zone so you had to leave the schengen zone (i.e. passport control) for flights outside of the European common border area.

[@MelsMilesandPoints]

EU 261 governs the flight and dictates 75% compensation. Iberia admitted in writing that that's what they owe me, but they are also refusing to pay it. It's crazy and makes no sense. From what I can tell, this is common practice for them, and they know that most people will just give up because dealing with the Spanish appeals process is not easy

[@cpierce803]

We had a similar experience with a downgrade from premium economy to economy on Iberia BOS to MAD. No compensation whatsoever despite several attempts. We were told we could have cancelled the trip!

[@michellestevens2454]

EU and US rules require compensation for being involuntarily downgraded.

[@MelsMilesandPoints]

@@michellestevens2454 while you're right about EU 261, Iberia is basically just refusing to comply. I think they know the Spanish appeals system is so cumbersome and confusing that they figure most people will just give up. I am at the point of giving up frankly (I hate conflict and it just does not seem worth the effort). It's sad that they are allowed to practice business this way, but live and learn. I'll never fly with them again (I was open to trying again immediately after the downgrade, but after trying to get compensation, I can see that's it just setting myself up for frustration haha)

[@petek5523]

That’s insane that you couldn’t check in online or by phone, never in my years of traveling have I encountered such nonsense. Thanks for the heads up.

[@MelsMilesandPoints]

Yes it was very strange to me too! I should have listened to all the warnings I heard. Lesson learned! 😅

[@CharlieMallow]

It looks like I was on that same cruise, I'm guessing the the Carnival Legend? I flew back with Iberia as well. Had the same check in problems but managed to get through and got the business class seat I paid for. Broken seat, broken Entertainment screen and no wifi 😂

[@MelsMilesandPoints]

Yes the Legend!! I'm glad you ended up in the seat you purchased, but not surprised to hear it wasn't the most premium experience 😅 The downgrade was bad for me, but honestly trying to get fair compensation has been even worse. I think I'm just going to give up and vow to never fly Iberia again! :)

[@buzzukfiftythree]

No way would I consider flying again with an airline that downgraded me. The compensation was derisory.

[@MelsMilesandPoints]

Yes, I'm done with Iberia after this!

[@MR.ALFE95]

It's an Airbus A330-200, Boeing 330-200 does not exist. Iberia's fleet is entirely Airbus, the European aircraft producer, and this happens very frequently in every airline out there. Airlines usually change aircraft models regarding the revenue and bookings on that particular flight, it makes no sense to fly to Chicago (for instance) with a A330-300 or a A350-900 (both bigger than the one you're flying with) if it's not a full flight. Airlines are literally avoiding losing millions of $ by doing that. The plane you've flown with has fewer business class seats than the other ones, plus you're flying using points: you're the first one being downgraded, especially if you aren't an Iberia Plus member of any kind or color and business class is already full of full-fare customers. And yeah, they could have reached you earlier to inform you about the situation, but most of the time it's a last-minute airline choice. They prefer to avoid losing money than having angry customers. It not only happens in Iberia, it happens everywhere.

[@MelsMilesandPoints]

You’re right about it centering around revenue, but I disagree that this happens everywhere. When other airlines overbook, they look for volunteers and offer them compensation. I was bumped involuntarily, as were at least two other passengers who paid full cash fares. And now they are refusing to honor EU 261. I’ve researched it, and Iberia has a reputation for not upholding the mandates of that law.

[@Eric_Globetrotter]

Mr Alfe95 : oh please give me a break Iberia is a shitty airline with terrible customer service

[@MR.ALFE95]

@@Eric_Globetrotter i’ve never had a bad experience flying with them, and I’ve flown Iberia many times, since 2004, year that I started going to Argentina, Colombia and Mexico for work. My fav aircraft is the A350 and Iberia exceeds every time my expectations. It’s true that the customer service is a bit slow, especially if you cannot communicate using the Spanish channels (i had some Canadian friends having some issues with that), but with me (a Spanish speaker) everything has been smooth and easy.

[@alyonapetrova694]

I’d fight it with the credit card company. I’m avoiding Iberia, thank you for the “heads up”.

[@MelsMilesandPoints]

You're welcome! I should have listened to the bad reviews I saw before my flight. Live and learn I guess haha!

[@timames4405]

I suspect that airlines are becoming more discerning on who they allow into Business Class. They aren't really interested in customers who have accrued points via credit cards; they are after those who spend the dollars through corporate accounts.

[@WhatsThePoints1]

Cool story then don’t open the award space to begin with if you’re just going to operate a scam business

[@MelsMilesandPoints]

I don't agree with this. The two people behind me who were also downgraded paid cash. In my opinion, Iberia overbooks and downgrades to fill economy seats. The agent admitted as much to me

[@lenovo2024chico]

Subscribed

[@kevinmunn5586]

I don't know what Spains passenger rights are, but in other western countries there are passenger bill of rights where you need to be compensated for being downgraded or put on standby when they oversell a flight. Which is what they did here. Because they are only supposed to sell what they have in each class of the plane. And the garbage about the expectation to go to the airport a day before to check in, well, if that is the expectation if there is an issue online, then that has to be clearly written in plain text on their website. If not, then that isn't a thing, just the agent giving a suggestion and not the reality of what you have to do. It is on them to make it right and hopefully you fight them to get compensation for the trouble and overcharging for an economy seat.

[@MelsMilesandPoints]

They are covered by EU 261, but I just received the answer to my claim, and it was clearly not enough compensation under that law, so I guess I'll keep fighting it (although I honestly hate conflict haha)

[@kevinmunn5586]

@MelsMilesandPoints I'm glad you fought it and continue yo do so. But even more so, I appreciate your video showing what they did, and that exposure will certainly hurt them more. Sorry you had to go through that, and hope they make it right in the end.

[@MelsMilesandPoints]

@@kevinmunn5586 thank you! And I'm glad to get the info out there so nobody else has to go though the same thing.

[@FranciscoCamino]

Never happened to me. And fly with them all the time. Of course I wouldn’t accept the change at all.

[@MelsMilesandPoints]

I didn’t have an option because I had to get home, but I’m glad to hear you have a good record with them! :)

[@Tuukkohakee]

The actual economy experience looked fine, and I’d live with the downgrade, however if this is regular practice with IB then that’s no longer acceptable, especially if they give you a hard time with compensation. Thankfully most airlines change their minds once you start (threatening) with legal action.

[@MelsMilesandPoints]

They are unfortunately still giving me a hard time despite the fact that EU 261 specifies what the compensation must be.

[@jisunrhee2617]

Can you get compensation from them?

[@MelsMilesandPoints]

I'm trying. I filed an online claim and am waiting to hear back from them 🤞🏻

[@CyclespeedTours]

Outrageous. Take them to court for every penny you can get out of them. You cannot fail.

[@MelsMilesandPoints]

I’m trying for the sake of others that this will likely happen to in the future, but they aren’t making it easy 😭

[@ESC_ChrisM]

@@MelsMilesandPoints I've had similar issues as regards not getting money back or expenses covered by airlines (Lufthansa from Basel to Glasgow in my case). Ultimately I went to the German arbitration board with all communications between me and Lufthansa, all costs incurred etc, and left it with them. At this stage Lufthansa had told me they considered the case closed and were not going to reimburse me anything (overnight hotel, train ticket to get to Zurich to get another flight the next morning etc etc). So the German arbitration board took note of all the expenses, presented the case to Lufthansa and informed them of their EU261 obligations, and within 3 weeks I had all the money back. It cost me nothing to take it to the arbitration board, and in the end aside from the tedium of uploading all written communications and receipts and relevant sections of EU261, it was a lot less hassle. I'd suggest going directly to the Spanish arbitration board (at the point you do this you can no longer communicate with Iberia, so you should tell Iberia that you will be taking it to them and give them a last chance to reimburse in accordance with EU261 before you go to arbitration).

[@filiprad]

That was a nightmare. Sort of Kafkian process! You were literally punished. Just one question: why didn't you call them directly, not by WhatsApp as you've mentioned in some of your comments? There must have been some direct telephone number to call. This way or another this is a huge warning not to fly by Iberia.

[@MelsMilesandPoints]

It really was!! 😅😂 In answer to your question, my phone plan charges a lot for international calls, and since they have a WhatsApp number, I figured that would be the same. Also, I really didn't think they could literally give my seat away haha

[@merridybenton7028]

If you had the opportunity, I would have asked to be on the next flight in Business Class since they obviously overbooked their Business Class you were supposed to be on.

[@MelsMilesandPoints]

I did. I even said I'd go the next day or on a partner airline. The agent said Business Class was full on all the other flights too. I found that difficult to believe, but I didn't feel like I had the power to dispute it

[@merridybenton7028]

@@MelsMilesandPoints Thanks for letting us know. Now I will avoid that airline.

[@Govvy]

If they didn’t give you business class you’re entitled to a full refund.

[@MelsMilesandPoints]

Well they just offered me a pathetic number of points, far less than I paid. Under EU 261, they should owe more, so I'm going to keep trying!

[@Oregon696969]

Everything about Iberia's website is a disaster. We take functioning websites for granted in the US. But poor websites are still common in the EU. But it is not just Iberia with this check in/give seat away problem. Had it happen to us in Spring, 2023 by Delta/KLM in Amsterdam. I thought at the time that we should go to the airport the day before, but my spouse said no. And they gave one of our seats away. Upshot was she complained do Delta and out without saying anything, they upgraded her to Delta Medallion status

[@MelsMilesandPoints]

Sorry that happened to you guys, but that's great that they gave you elite status! Iberia gave me 21,000 points which is in violation of EU 261 (which mandates 75%) and that's all they'll give me. They have been terrible to deal with which is frankly worse, in my eyes, than the initial downgrade. Oh well, lesson learned I guess. I'll never fly Iberia again 😒

[@dannmm6745]

Im from Spain so unfortunately I know Iberia very well. Although the product itself is decent (or even good in certain aspects) and the price is usually competitive the customer service COMPLETELY RUINS the experience. This company has a serious problem with customer service, from senior management to airport agents and crew. The worst thing is that far from improving, customer service is getting worse everyday. For me it is pretty simple, if possible, AVOID IT! (if not possible, just cross your fingers for an average/mediocre experience)

[@MelsMilesandPoints]

I agree with you completely! The Economy product itself wasn't bad at all, but dealing with Iberia has been a nightmare. The downgrade was bad enough, but now they are refusing to comply with EU 261. It's really baffling - like they enjoy making things as difficult and unpleasant as possible 🤷🏻‍♀️

[@alberciik]

Why didn’t you call the reservations dept the moment you couldn’t check in online ?

[@MelsMilesandPoints]

I called their WhatsApp customer service number, and it was out of service

[@alberciik]

I flew with them in business once - full fare Madrid to panama and back / the seat eas nice but that’s it. It didn’t go beyond that.

[@adamunterwalcher5094]

Your experience fits into all I experienced myself with Iberia. I would never recommend Iberia to anyone who wants a reliable and good flight

[@MelsMilesandPoints]

Yes, I wish I had listened to all the bad reports. I learned my lesson, though, and will never fly with them again!

[@stevegonzales3612]

OUCH😵‍💫 to your experience coming home! I bet this is why it wouldn't allow you to check in 24 hours before... it's because you were on the SSS, and it won't allow you to check in. Don't understand the reasoning behind you losing your business class seat? My past status was 1K with United, and I was averaging (16) international trips a year for pleasure. At least (3) trips out of the 16... I would get that SSS and wasn't allowed to check in within that 24 hr windows, even with my 1K and Global status. I only fly First/Business class but never had my seat taken away? I have moved on from United, and my status is with British Airways (Gold). I also travel only 10 international trips a year now. I am flying Iberia for the first time in a few days for a 14-day trip to Spain (Madrid, Barcelona & Canary Islands). I goggled looking for a First Class lounge in Madrid Airport but only show Business class? Like you and many others, I need to start using my Avios points and Travel Vouchers. I have 1.2 million Avios and 15 Travel Vouchers that are good through 2026. I've let about 20 vouchers expire since I wasn't using them... shame on me!! I'll look at flying / upgrade with avios pts once I return from Spain. 👊respect👊

[@MelsMilesandPoints]

I'm glad to hear you haven't been downgraded yet. This was my first time, and I won't fly Iberia again 😅I hope you have a better experience than I did. Your trip sounds great. I really love Spain so not flying Iberia really is an inconvenience. I think you may be right about the Business Class lounge btw. My favorite use of Avios is Qatar. Have you considered using your points for flights with Qatar?

[@stevegonzales3612]

@MelsMilesandPoints It's crazy how these airlines try to do as little as possible to correct issues. Even if you have status, they just nicer about saying no! I just got back from a safari in Africa, and it's on to Spain for two weeks.

[@MelsMilesandPoints]

@@stevegonzales3612 exactly! That was what bothered me the most. I totally understand that things happen, and had they downgraded me but tried to make it right later, I would be happy to give them another try. But they were so unwilling to make things right. Sounds like you enjoy some great trips! I'm jealous of your African safari - that's on my bucket list!! I am hoping to figure out a way to get there soon 😀

[@stevegonzales3612]

@MelsMilesandPoints I've never used my avios, always pay cash for my flights, so my chance of being downgraded probably wouldn't happen, but you never know? I usually fly Phoenix direct to London-Heathrow, then on to my final destination. This Iberia flight was more of a curiosity on the airline.🤯

[@stevegonzales3612]

@MelsMilesandPoints My 5th safari... they never get old! Do a private game reserve vs. a national park. I travel because life is too short... I retired at 50 and have been traveling since. Now 62 and still enjoying!

[@davidclarke10]

Hi Mel I hope you get compensated soon for your loss of business class.

[@MelsMilesandPoints]

Thank you!!

[@davidshepherd6104]

It sounds to me that they had a cash buyer and took the cash and bumped you because you booked using Avios. You should be refunded the difference between business and economy Avios. I was downgraded on a trans pacific flight many years ago after having missed my original flight due to a cyclone. I got a partial refund for that sector and was offered a space available upgrade the next time I flew with the airline. Two years later I was upgraded to first class from LHR to AKL.

[@MelsMilesandPoints]

Actually I was boarding with two other passengers who had also been downgraded, and they had paid cash. I think Iberia just routinely overbooks, bumps people into economy, and then makes it very difficult to get compensated. I will not fly with them again

[@umsergio]

At least they let you enter at the lounge 😅 Not normal what happend to you ! They didn't offer any compensation ?

[@MelsMilesandPoints]

So far they have only offered a small number of miles which does not even comply with what EU261 mandates. I'm still trying though and will update if things change😔

[@umsergio]

I hope u can be compensate, as that his the only thing correct to do. yes, please do that, keep us informed. Safe travels and all the best 💪😉

[@MelsMilesandPoints]

@@umsergio thank you! ❤

[@MsMissX]

Just a thought but could this be a way for Iberia to earn money? I know it is a bit of a conspiracy theory but considering how many people it happens to maybe it is not entirely crazy?

[@MelsMilesandPoints]

100%!! From everything I've been hearing, they routinely oversell Business, bump the excess Business passengers to Economy, and then refuse to compensate under EU 261. It's apparently a well-known problem. I don't really know why they are allowed to get away with it, but I know that I'll avoid them at all costs from now on!

[@gabrielmachado1522]

Boeing 330?

[@javiermunozfelipe2013]

Both I and many of my friends fly frequently with Iberia, and I have never had problems making the check online, another thing is if you do it after the deadline. Iberia, compared to the American companies, is infinitely better. In your video you can see Note a little resentment. Next time fly with American, and you will notice the difference

[@MelsMilesandPoints]

I’m glad you and your friends had a better experience than I did 😊

[@dpmu1977]

I'd fly any US carrier before I ever flew with Iberia.

[@szhinkoszhinko5006]

thank you for this video. i will never use my points and money with that airline.

[@MelsMilesandPoints]

Glad it was helpful! 😁

[@DavidHabnit]

Wow, ridiculous! I think Iberia oversold and jumped at the opportunity to bump you. All other airlines maintain reservations until check-in closes. Did they tell you how long you had at the 24hr mark? One minute, two minutes?? Unheard of. I hope they compensate you fairly in the end.

[@MelsMilesandPoints]

Thank you! I showed up 4 hours before my flight, so it is pretty crazy! Also, I don't think they are going to compensate me without a huge battle. They admitted in writing that they owe me 75%, but simultaneously, they are refusing to pay 75%. It's so strange honestly. I hate conflict and will likely just give the battle up and move on

[@davidrumbelow]

I will never fly with Iberia as a result of this report

[@MelsMilesandPoints]

I'll definitely never fly with them again! Live and learn, right? 😅

[@enricomonti156]

Such rule that unless you check in 24 hours before you lose your business class seat is quite unethical and questionable. That miles compensation is totally against the EU 261 legislation. At least they should refund you the difference between the Economy fare you've flown and the Business fare you've paid for

[@MelsMilesandPoints]

I totally agree, but Iberia has been making the claims process as difficult as possible. I'm at the point where I may just give up 😥

[@mogsyman]

Really poor show by Iberia - I fly a lot and use different airlines, mostly business (on business), I certainly won’t ever fly with them. You should be entitled to compensation, if it were BA for example they would offer a free upgrade on two future flights. I recently had SSSS on a flight (funnily enough from Chicago to the UK!) and whilst I didn’t have to disappear into a room, it delayed me by some minutes (I”m from the UK). I’ll say again, really poor show Iberia, you showed your true colours and they aren’t bright and vibrant.

[@MelsMilesandPoints]

I couldn't agree more. And frankly, I am more annoyed with them about the compensation process than I was with the downgrade. They have admitted that they owe me 75% (in writing), and yet are still refusing to provide the 75%. I can tell this is a losing battle. I think they know the Spanish appeals process is difficult and most people will give up, and sadly, I think they are right. So they are allowed to continue operating in an unethical way, in my opinion.

[@zizulry]

That IB check-in agent must be joking...who has time to be traveling to an airport the day before travel just to check-in who is not a retiree. Not that many people have that many hours of their day to waste!

[@MelsMilesandPoints]

I totally agree!! Crazy suggestion imo 😂

[@DMINATOR]

Magnum bars on a flight, that's a real treat though !

[@MelsMilesandPoints]

Haha I agree!! 🥰

[@neilcharles2520]

Like someone mentioned,just get re-booked on a later flight..

[@MelsMilesandPoints]

I tried but they said there was no availability unfortunately 😭

[@winxtra2892]

LOL. good lordy, thought UA is bad... this is different level

[@MelsMilesandPoints]

Oh definitely. I've come to appreciate United after this! 😂😂

[@xkr510]

Thank you for the information. I’m not a fan of One World airlines but this sounds like a really poor experience. You do need to aggressively pursue compensation and not take no for an answer. I travel to Europe frequently and will not use Iberia.

[@MelsMilesandPoints]

Yes, I filed a claim, and I will persevere until they make it right. If everyone keeps allowing them to get away with this kind of behavior, they'll never be motivated to change. I had heard so many negative things about Iberia, but I just figured the stories were anomalies and I'd be fine. I learned my lesson haha!

[@northbankgooner6126]

BA business class is miles better. I have flown Club Europe and Club World and never had a problem. It puts me off using Iberia for long haul flights in future. I honestly thought it would be a good perk to have as an AVIOS collector.

[@MelsMilesandPoints]

@@northbankgooner6126 I’m definitely nervous to ever fly with them again!

[@OperationNonsense]

wow so sorry you had to go through this with iberia. i've discovered a pattern with SSSS, it seems like many countries around the world deliberately target American citizens for harassment, i've personally experienced this on nearly 95% of my international flights, including in friendly ally countries such as Israel, Japan, S Korea, and Singapore. I've learned to always go to the boarding gate super early, because SSSS at this point is pretty much a guarantee.

[@MelsMilesandPoints]

I have had this issue before too, so I applied for a known traveler number which has really solved the problem for me, until this flight. I’m very suspicious that Iberia just didn’t retain the number after I entered it. Just another example of their incompetence! 😅

[@hejbjarne]

Ssss is an American thing. The departure countries have nothing to do with the decision.

[@harkmi3]

It usually is reserved for solo travelers with one way tickets.

[@MelsMilesandPoints]

@@harkmi3 that makes sense and fits my situation!

[@Tuukkohakee]

SSSS is not descided by the depature country, it’s a security meassure controlled and mandated by the US.

[@captamerica3693]

Bummer Mel, I would've just sat in the lap of the person that had my original seat 😅

[@MelsMilesandPoints]

I did give the guy a sideways glance on my way back to Economy 😂

[@gosikh]

I won’t be flying Iberia, this is one more reason.

[@MelsMilesandPoints]

I should have listened to all the negative reports. Live and learn I guess 😅

[@wintersnowowen2254]

I would be disappointed with this and wouldn’t fly on them again. A downgrade on a transatlantic flight is a big deal.

[@MelsMilesandPoints]

Yes I agree. And they have been very difficult to deal with as I try to get fair compensation. I definitely won’t be flying Iberia ever again 😔

[@andreaturbolz3542]

The same, exactly the same, happened to me last friday from Miami to Madrid. They lied to you. Iberia just change the plane to a small one with less seats in bussiness. On my plane all the premium economy passagners have been downgraded to economy and me from bussiness to economy (but not my wife with the same reservation). At the moment they don’t want to give me back my AVIOS. They don’t explain why. SHAME SHAME SHAME Iberia. Stay away from this company

[@MelsMilesandPoints]

I'm so sorry you experienced this too! And I have to say I'm almost more frustrated with the refund process than the downgrade, so I'm not surprised to hear you're having issues with that too. They gave me an insultingly low number of avios, not 75% as required by the law, and now they are just ignoring me. I'm likely going to just give up, but I will never fly Iberia again 😢

[@andreaturbolz3542]

@@MelsMilesandPoints Tanks for your kind answer. I must also say, to be true, that economy bathroom was more dirty then “cloaca massima” of emperium Rome

[@MelsMilesandPoints]

@@andreaturbolz3542 💯😂🤣

[@northbankgooner6126]

Absolutely disgusting from Iberia. I wouldn't have accepted being downgraded, I don't know how much time you had in getting back to the US, ie whether you could have taken a later flight but I personally would have made it as easy as possible for them to put me in a business class seat on another flight if necessary. If they didn't even accommodate this I would have thrown the book at them and threatened legal action. A refund of the flight price isn't really enough in this scenario, the least they could do was offer a meaningful amount of AVIOS in addition that would allow you to travel transatlantic at no cost to yourself even if this is in Economy class. You was very calm in the circumstances, it seems as though they aren't very hot on customer service in Spain. BA is miles better in my experience.

[@MelsMilesandPoints]

I actually asked if I could get on the next day’s flight or on a flight with a partner airline, but the agent said everything was full. I’m not sure I believe her, but there wasn’t much I could do. She acted like flying economy was the only way I would get home. At least I survived 😅😂

[@ukdavepianoman]

Very disappointing performance by Iberia - lousy website, poor customer service, dirty toilets...unacceptable. I will certainly give Iberia a miss. Airlines regularly overbook - it's part of their economics to fill a flight. Once you're checked in online I think it's much more difficult to get bumped but this relies on having a website that allows you to do this! As for going to airport the day before to check-in...I've never heard anything so ridiculous!

[@MelsMilesandPoints]

I wish I had listened to the warnings and gone with another airline

[@jenw9463]

I knew as soon as you said you couldn't check in, you got the dreaded SSSS designation.

[@MelsMilesandPoints]

Yep 😐