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.
Greetings from Hong Kong.... a subsidiary of China Inc.