Ibe1238 From Spain, joined Mar 2001, 134 posts, RR: 1 Reply 7, posted (10 years 1 month 2 weeks 5 days 11 hours ago) and read 3083 times:
It's very sad when we travel abroad and we find people wearing our uniform, with our same functions but subcontrated by other handling operators,with working conditions worse than ours . In European airports, the only "real" IBERIA staff are those of ticket sales and supervisors. Only in Latin America, all staff is 100% IBERIA.
We receive a lot of complaints about this, because in many airports the check-ing staff doesn't speak a word in Spanish and when a Spanish flies IBERIA he wants to be spoken in his mother tongue.
I now work in the Public Relations department in BCN(red jackets), but I have also worked in Check-ing and Sales.
RICHARDW: I wouldn´t like to work in those airports because, for instance, the types of contracts is those airports(TFN,TFS and LPA) are very different to ours in BCN or MAD, because they are seasonal airports. So, contracts are part-time not full-time and seasonal. And as fas as Miami is concerned, a IBERIA employee in Spain cannot ask for a job in IBERIA abroad.
What about the situation of the Miami HUB? We receive a lot of complaints about how the immigration dept in MIA treats passengers in transit there.
If you have any consult or if you ever visit Spain, send me a mail and I'll be pleased to help you.
B752fanatic From United States of America, joined Jul 2003, 918 posts, RR: 9 Reply 8, posted (10 years 1 month 2 weeks 5 days ago) and read 3032 times:
You are correct about the complaints, they have their reasons.
The pax come from Spain trying to continue to their final destination, and the department of Inmigration in MIA and their Inspectors (I would say some are nice) some are not quite polite.
Something else is that AA controls the airport, and they get priority everywere, is true we are One World partners, but when it comes the time to expedite our flights, they just make it hard for us.
One thing is that the pax are not well informed about their trip, and they dont know that they will go trough US inmigrations, and customs, that makes it hard because the pax dont get prepared for what they are going to expect prior the arrival at MIA.
Any other questions regarding MIA, ask me.
"Truth is more of a stranger than fiction." Mark Twain
Dtwrunner From United States of America, joined Oct 2003, 29 posts, RR: 0 Reply 9, posted (10 years 1 month 2 weeks 5 days ago) and read 3025 times:
In all honesty, is Iberia an overall good airline to fly trans-atlantic? I know you people work for them but....you have probably flown on them in coach right? Is the service/food/FA's nice? I know its your employer but... I need to get an honest opinion. Thanks.
CptGirmayTesfa From Peru, joined Oct 2003, 406 posts, RR: 3 Reply 11, posted (10 years 1 month 2 weeks 4 days 23 hours ago) and read 3012 times:
Here an answer from someone independent: I flew AMS-MAD-MIA-SJO economy. Changing planes in MAD is crazy: lengthy queues, as some big IB jets depart at around the same time (to MIA, MEX, JFK,...). Not too much space on board the IB 747, ageing too now, you better select a 340 flight. Change in MIA was ok (but this was before 09/11). Before that I flew AMS-MAD-UIO. Good service.
Overall: Iberia is ok; try to avoid changing in MIA.
Wladi744 From Puerto Rico, joined May 2000, 4 posts, RR: 0 Reply 12, posted (10 years 1 month 2 weeks 4 days 23 hours ago) and read 3009 times:
I am a IB OPS agent in SJU and we also have big troubles every day with Immigrations. IB flies Tue,Thurs,SAt and Sun, MAD-SJU-SDQ-MAD, and the
other day, is the other way, and we have a lot of problems with immigations.
Iberia340600 From Spain, joined Oct 2003, 804 posts, RR: 15 Reply 14, posted (10 years 1 month 2 weeks 4 days 23 hours ago) and read 2995 times:
I work for Iberia and have flown both coach and business on Iberia...I fly on average about 2-3 times a year between JFK-MAD.
A few years ago I would have said, it may be iffy if you are an American flying on Iberia because #1. It was a state run airline(i.e.-heavily subsidized by the government and everyone that worked for it didnt care about customer service) #2. A lot of the crew members on long haul flights were quite old and seemed like they didnt care(especially with the spanish attitude, although not necessarily mean, sometimes it comes off that way and a lot of americans dont understand it.
But now A LOT has changed. Our 747's will be phased out within the next couple of years(although I give great credit to our maintenance staff for keeping the 747's in top shape), many of the older crew members have retired so there is a younger staff both in the air and on the ground, and new aircraft arriving every year.(I believe our average fleet age right now is around 7 years old).
On time departures have become a priority, customer relationship management has become a priority, and profitability has become a priority. Yes, like any other airline there are still some minor quirks that need to be fixed, but overall, if you fly with Iberia I think you will be pleasantly suprised!!
If I can help you out with anything else, let me know!!
Ibe1238 From Spain, joined Mar 2001, 134 posts, RR: 1 Reply 18, posted (10 years 1 month 2 weeks 4 days 15 hours ago) and read 2902 times:
Hello, Wladi744. Now, in the winter season, there's going to be direct flights between MAD and SJU every saturday and sunday. The rest of the week it will be like you describe in your post(Something I dislike because then it's a little bit difficult to fly non-rev from SDQ to MAD with the stop in SJU). I hope that in the summer season we should fly both destinations in a separate way because Dominican people doens't want to stop in SJU and AIR EUROPA is gaining ground because they fly nonstop between SDQ and MAD.
Hi, B752fanatic. I don't know in other stations but in BCN we inform all pax that in Miami they are going to go though customs and security controls. The other that pax complaint about is the lack of a smoking room in Miami. Is it true? I have never been in Miami so I don't know if this is true or not.
CptGirmayTesfa, I have flown both Business and coach in short/medium haul and longhaul flights. Even though, there's still a very big difference of standards between these type of flights, our longhaul operations have improved a lot. We still need to improve a lot of aspects bet, overall I believe that IBERIA is a good airline although we still need some changes.
BestWestern From Hong Kong, joined Sep 2000, 6783 posts, RR: 57 Reply 19, posted (10 years 1 month 2 weeks 4 days 14 hours ago) and read 2837 times:
AS a frequent traveller to Madrid, until recently I have ignored Iberia because of terrible customer service, and frequently delayed aircraft. But things have changed for the better.
Let me recount my last three flights with Iberia
August - Madrid Last minute change to plans meant that I had to travel to AGP rather than to London - Turned up in the Domestic Terminal in Madrid looking quite lost (stressed is probably a better word). Approached by Iberia staff member to ask where I was travelling - and brought me over to the self service check-in . I noticed that there was an earlier flight available to AGP, and you cant change flights using the self service machines - so the person who helped me opened up a check-in desk for me, and put me on stand-by for the earlier flight. He didn't have to do that, but he did, and cut 90 minutes off my journey by being proactive.
October 19th - Heathrow. Checked in for my flight to madrid, and asked about stand-by for earlier flight to be told that not possible, but check at the gate. Upon arriving at the gate, the supervisor reopened the flight for me and checked me in. She didn't have to do that, but did, and cut 110 minutes off my journey by being proactive.
October 21st - Madrid. Came home one day early to London because the meeting went very very badly. Told that I would have to stand-by for the last flight of the day to Heathrow, which was very full. Check-in person noticed I had a full Y ticket (Meetings in Spain never go according to plan so I fly out on restricted ticket and back on flexible one) and suggested that I upgrade to Business for €30 extra. 90 minutes of stress removed by 70 minutes relaxation in the Velazquez lounge, followed by exit row 8A on an A321, and truly excellent service back to London. Staff were proactive by upselling me - earning €30 extra, and I was happy.
Has Iberia improved - dramatically. Because of good staff, I am now a happy Iberia Customer.
Iberia340600 From Spain, joined Oct 2003, 804 posts, RR: 15 Reply 20, posted (10 years 1 month 2 weeks 4 days 13 hours ago) and read 2807 times:
I am glad to hear that your last three experiences on Iberia have been positive ones and that you have decided to give us a chance.
As I mentioned earlier, Customer Relationship management has become a priority and in the next few months a new system will be implemented that will allow reservations and checkin agents to see you travel patterns and act accordingly in case of any problems.
I hope these past 3 positive experiences will continue, and rest assured, we are trying to get past the negative past.
GoAround From United Kingdom, joined Jul 2003, 616 posts, RR: 0 Reply 21, posted (10 years 1 month 2 weeks 4 days 13 hours ago) and read 2789 times:
The person who looked after you so well will stop working on Friday, because all LHR staff except five (Stn Manager, deputy and ticket office) are being made redundant as part of 'cost cutting measures' - highly necessary, especially when you consider that Iberia is one of Europe's few profit-making airlines.
The staff are not pleased. They are all paid peanuts, work like slaves and as a final insult are told they are only going to get half the redundancy pay they were originally offered because of a 'clerical error.'
Shame, they were getting better, too. Basically, all Europe staffing is being stripped back to a minimum - all staff at every station are being trimmed to the basic Station Manager and ticket office. Ops, supervisors etc being handed over to handling agents.
They have no interest in the quality of service of the company = service falls.
The same effect: coming soon to an Iberia city near you.
Rojo From Spain, joined Sep 2000, 2417 posts, RR: 10 Reply 22, posted (10 years 1 month 2 weeks 4 days 13 hours ago) and read 2780 times:
Will the new system that follows your travel patterns be tied to your Iberia Plus card or how will you be able to recognize each client? I'm an AAdvantage member who travels with IB from London constantly, I flew LHR-BIO-LHR last week and found very different customer service in both flights. The CSR's of IB in LHR are very attentive, but they lack the training. The girl checking-in next to me wanted to Stand-by for a previous flight to MAD. The CSR started chatting with another CSR about the fare she had and how they have handled stand-by situations in the past. They told her that she had to go to the ticket desk and see if a supervisor authorizes the stand-by because her fare apparently was an economy discounted??? Amazing they didn't know the economy discounted fares very well and which ones aloud stand-by. Anyway, cabin crew on the LHR-BIO flight were excellent, they were like 6 F/A for an A320 and most of them young and helpful. On the return flight F/A were a little bit older and their service wasn't that good. The reputation of IB in Mexico with the Spanish community is very bad. Most of the Spanish people avoid IB and try to fly AM, because they claim IB has the most rude flight attendants in the sky. I haven't flown IB trasatlantic, I always fly AM, but my father, being Spanish, always complains of their product and tells me to avoid them at all cost.
Iberia340600 From Spain, joined Oct 2003, 804 posts, RR: 15 Reply 23, posted (10 years 1 month 2 weeks 4 days 12 hours ago) and read 2753 times:
I have yet to get more details, but I believe as long as you are a frequent flyer member of the oneworld alliance, you can be tracked that way. I'll ask around, i know some people that have gone to Madrid for training already on the new system, so I will let you know.
Also, if it was a few years ago, I would have agreed with the spanish community in Mexico, many flight attendants on transatlantic flights were rude, old, and just basically wanted to get paid. A lot has changed, many of those old fa's have retired and a new generation are now flying. Trust me, its different now.
I am sorry to hear about the cutbacks in LHR, but if we are to remain a profitable airline, sacrifices need to be made. Remember, we are no longer a government owned airline, we need to show our investors that we know what we are doing.
BestWestern From Hong Kong, joined Sep 2000, 6783 posts, RR: 57 Reply 24, posted (10 years 1 month 2 weeks 4 days 12 hours ago) and read 2712 times:
Interstingly I picked up a copy of the Savia Amadeus magazine in the Iberia Lounge last Tuesday - what an excellent read - as to why it was in the Iberia lounge is beyond me, but great information from behind the scenes at Amadeus. 999 out of 1000 passengers cant be bothered reading all about automated refunds. But Hey - its amazing how my GDS spanish has improved!
The world is really getting smaller these days
25 Iberia340600: Well, we are co-founders and currently have an 18% stake in Amadeus, so I am sure that is why it was in the lounge! Its always nice to learn about thi
26 Ibe1238: I have been trained in this new system that will be implemented in January. This systems tries to give us a guideline of how to treat every single pax
27 IBERIA747: I am a frustrated pilot!! I always wanted to be a pilot since I was a little kid, but for many reasons I didn´t have the chance to go for it...or may