supersonic78
Posts: 146
Joined: Wed May 05, 2004 9:11 am

Experiences On Iberia?!?!

Sat May 15, 2004 8:29 pm

Well, we just had a "wild" discussion about IBERIA services in general, so i'd like to hear some of your stories and experiences made on board and on ground with the spanish national carrier....


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Guest

RE: Experiences On Iberia?!?!

Sat May 15, 2004 10:23 pm

This should probably go into the polls forum, but what the heck...

I think Iberia is somewhat OK. I've flown EZE-MAD with them many times, and, well, I can't say I am enormously happy about that. The flight would always arrive late to MAD (in the 5 times I've taken it so far, 2 of them I've lost my connexion, and the other three I had to run, plus two times they lost my luggage, both times BEFORE getting to MAD).

On the other hand, their service, not being spectacular (like SQ or others), is pretty good, the F/A are always as nice as they come, and unlike others, I don't fly to peek on them, so I don't mind them being 45-50 years old. Plus, I've seen them resist to a tour of 50 very unhappy seniors (their operators' fault actually), and that means respect.

But it's in inner routes and regional flights that I've had the best experiences. The best service I've ever had in ANY company was with Air Nostrum flying from MAD to NCE. Great plane, great seats, and better service.

So, although it has problems, I wouldn't say I dislike IB. For me it's a good airline.

Edit: typo...

[Edited 2004-05-15 15:29:33]
 
n9801f
Posts: 154
Joined: Tue Apr 13, 2004 8:29 am

RE: Experiences On Iberia?!?!

Sat May 15, 2004 10:33 pm

It's been years since I flew them... JFK-MAD-AGP round-trip. I'd say they were sturdy but good. A bit of a 'post office' service attitude but nevertheless pleasant overall.
 
hugojimenez
Posts: 224
Joined: Fri Feb 27, 2004 2:15 am

RE: Experiences On Iberia?!?!

Sat May 15, 2004 11:02 pm

I definitely prefer IB over any U.S. carrier  Smile
 
mikedlayer
Posts: 390
Joined: Wed Apr 21, 2004 7:40 am

RE: Experiences On Iberia?!?!

Sat May 15, 2004 11:54 pm

I've never flown with Iberia, but will be doing so at the end of July from LHR to AGP. Can't wait to experience it, surely it must beat my experience of Futura from LTN to AGP 2 years ago!!  Big grin

Mike
 
ushermittwoch
Posts: 2530
Joined: Fri Jan 09, 2004 10:18 pm

RE: Experiences On Iberia?!?!

Sun May 16, 2004 12:01 am

As long as you fly them in Europe you wont have any problems.
Where have all the tri-jets gone...
 
bullpitt
Posts: 757
Joined: Sat Mar 06, 2004 7:09 am

RE: Experiences On Iberia?!?!

Sun May 16, 2004 7:31 am

Hope you enjoy your flight with us, Just remember if you fly over MAD wave I'll be down below.  Laugh out loud
These are my principles but if you don't like them I have others
 
AZA330
Posts: 206
Joined: Sun Feb 22, 2004 6:20 am

RE: Experiences On Iberia?!?!

Sun May 16, 2004 7:54 am

I flew Iberia in 1996, LIN-BCN-TFS-MAD-LIN (Milan-Barcelona-Tenerife South-Madrid-Milan). Service was on average. I had a complete lunch on all flights because they gave it only in domestic flights of more than 90 minutes and on international flights.
We had some problems in Barcelona because in the Boeing 727 that we had to take there was something broken and we had to wait about 4 hours another 727 coming from Mardid for the flight. In this time they gave us the possibility to have a "sandwich" (I mean not a full lunch) for free while waiting. I think this is normal (also BA did the same in another flight where the plane was late because of technical problems).

In Madrid, after an awful landing on a A340-300 (when Iberia had only that A340) we were a little bit late for the next flight to Milan and so we had to run....

This is basically my Iberia experience  Smile/happy/getting dizzy
Ciao
 
Iberia340600
Posts: 758
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RE: Experiences On Iberia?!?!

Tue May 18, 2004 12:18 am

"As long as you fly them in Europe you wont have any problems."

Ushermittwoch...instead of making narrowminded comments like that, why dont you enlighten us with what the topic is asking for..."experiences on board and on the ground". Thanks.
Visca Barça!!
 
supersonic78
Posts: 146
Joined: Wed May 05, 2004 9:11 am

RE: Experiences On Iberia?!?!

Tue May 18, 2004 12:42 am

PS: Bullpit and Iberia340600, this topic was only set up for you guys  Smile/happy/getting dizzy
 
EZYcrew
Posts: 454
Joined: Mon Oct 29, 2001 7:26 am

RE: Experiences On Iberia?!?!

Tue May 18, 2004 12:43 am

I fly them almost every week between GVA/ZRH and MAD (boyfriends lives in Madrid), and in general they're okay.

In Madrid, their checkin counters never have big lines. I never had to wait more than 5-10 minutes, while neighbouring counters were totally chaotic with lines stretching to the outside of the terminal. Ground staff are generally efficient and speak English. They are not over-friendly, but that's quite common in Spain (the same goes for restaurants, for example).

The planes used between MAD and Switzerland are usually ex-Aviaco M87/88, and the Purser is usually a former, older, Aviaco flight attendant. The service is not great, as you now have to buy your drinks and snacks on board in economy on most European flights, but the f/a's are always very polite, and extremely patient with the occasional disgruntled passengers. Being sometimes upgraded to C-cl (they're very nice to non-revs), their business class service is excellent, and offer a very good meal.
However many of their announcements in English are totally uncomprehensible, and this is especially important should there be an (unlikely) emergency.
And about half the time, the safety demo (video, even on the older M87) is not finished by the time we take off... doesn't look very professional!
But all in all, they're not worse than any other European airline.
 
eham
Posts: 400
Joined: Thu Sep 04, 2003 9:00 pm

RE: Experiences On Iberia?!?!

Tue May 18, 2004 12:55 am

flew IB on the AMS-BCN-AMS route!

Nothing special, just two 2-hour A320 runs  Big grin
 
bullpitt
Posts: 757
Joined: Sat Mar 06, 2004 7:09 am

RE: Experiences On Iberia?!?!

Tue May 18, 2004 8:17 am

Well Supersonic78 seems people here aren't that anti IB as some think, And we all know who those some are.  Sad

Ezycrew Yes I agree with you about the English level of some of our F/A's. To be honest I sometimes feel like taking the mike from them and reading the instructions myself, then again most of the times I piss myself laughing. Big grin

I know MAD staff can sometimes seem unfriendly specially if you compare this to the smaller airports but I feel this has more to do with the fact that it's not easy sometimes to keep that smile in such a huge operation with all the problems you encounter in comparison with the smaller airports. In Australia the service level is normally very good, but if you compare SYD with ADL you'll also notice this difference.



These are my principles but if you don't like them I have others
 
Iberia340600
Posts: 758
Joined: Fri Oct 10, 2003 5:57 am

RE: Experiences On Iberia?!?!

Tue May 18, 2004 11:48 am

Supersonic78:

PS: Bullpit and Iberia340600, this topic was only set up for you guys

Yeah...I figured that! LOL  Wink/being sarcastic
Visca Barça!!
 
supersonic78
Posts: 146
Joined: Wed May 05, 2004 9:11 am

RE: Experiences On Iberia?!?!

Tue May 18, 2004 8:31 pm

well, actually you got me wrong, i don't hate IB, as mentioned i work for them, and most of the time we have fun...
it just sometimes rather unprofessional:

1) Boarding by row numbers, but pax all go in one bus to the plane  Smile/happy/getting dizzy

2) Plane is scheduled to leave 1925, technical problem, no info until 1920, in the end 2,5 hours dealy  Smile/happy/getting dizzy on this plane there was a group of 50 pax having a connection to AGP... one week later one of these pax at the check in, i asked if they made the flight to AGP, he told me NO, they did not wait for 50 pax !!!! and above all, there was no staff there to inform what is going on, they finally found somebody but then the baggage was missing, it was a nightmare as he explained... anyway they ended up in a hotel an flew the other day

3) I went to ask for boarding time, two hosties sitting in a business seat and were smoking their cigarettes, cabin was filled with smoke, to mention that i started boarding 2 min later, but flight is nonsmoking  Smile/happy/getting dizzy

4) Once a captain was shouting at me in front of all pax during boarding, because i helped our special assistance to get a wheelchair pax into the plane, as we wanted to get out with the wheelchair again, we noticed that they started regular boarding already.. so the captain expected us to get out via back door (MD87) but this is not possible as we are not allowed to walk over the tarmac, so as mentioned he shouted at me, but i am not even responsible for this case  Smile/happy/getting dizzy

5) Had a pax flying on IB via MAD to SDQ, and on tu and th this flight is flying via SJU (ie dominicans need a US transit visa) had a pax at check in, his wife didn't have the visa, so we wanted to go to the ticket desk, the lady there was about to close, and thats what she stated very clear as she waived with the hands and made a real pissed face, finally she told him to contact his agent to rebook... anyway...


i just said spanish aviation is a bit lousy, and as i look at the stories i stay with that opinion...

pls forgive me  Smile/happy/getting dizzy
 
TriStar500
Posts: 4411
Joined: Thu Nov 04, 1999 9:50 pm

RE: Experiences On Iberia?!?!

Tue May 18, 2004 8:51 pm

From my experiences (regular traveller between DUS and AGP), Iberia is just as good as any other airline if everything runs according to plan.

However, as soon as there are hiccups or disruptions along the line, you can get royaly screwed as a passenger. No information, no guidance, you are just left alone, wondering what to do...

One example: we were left stranded in BCN for eight hours with no information whatsoever, until finally, at 0230h in the morning, a replacement plane was pulled to the gate and flew about 80 irate and furious passengers of the previously delayed/ cancelled flight to AGP.

From my experience, Iberia's weaknesses do not lie among its employees, who are professional and usually friendly (at least to me), but the organisation and operational sides have some deficiencies.
Homer: Facts are meaningless. You could use facts to prove anything that's even remotely true!
 
anxebla
Posts: 1696
Joined: Tue Dec 23, 2003 8:31 am

RE: Experiences On Iberia?!?!

Tue May 18, 2004 9:00 pm

Like a Spaniard citizen, I can say that I'm proud of "my" Iberia.I know very well on-board service is not the best of the best, but isn't so bad like some a.net members can tell.If is possible for me, when I make a journey, I try to fly with IB (my next journey, in June will be to Irland.I will fly in EI cos IB's flights to DUB, in the day which I travel are full in economy class)
It's very nice feeling, when you take any IB's flight in any country/airport, the spanish territory inside the plane.
Personally I've always have good experiences in IB although I recognize some F/A can be, sometimes, unfriendly but fortunatelly just they are a exception to the general rule.
The worst thing in Iberia? the 6 months with NO immediately extension in the work contract if you are ground staff in spanish airports, and the necessity of know to "an important person" if you want be a F/A or a pilot.
AIRBUS 320 The world's most advanced single-aisle aircraft
 
ibe1238
Posts: 133
Joined: Sat Mar 10, 2001 9:55 am

RE: Experiences On Iberia?!?!

Wed May 19, 2004 12:50 am

Supersonic78
As you know, not only IBERIA but our handling agent in Zurich is also unprofessional.
I work in BCN Public Relations. We control the connections from BCN. When we notice that a pax is going to miss his connecting flight we sent telex in order to reroute him from the origin. What does swisport do? NOTHING.

1) Boarding by row numbers, but pax all go in one bus to the plane
-It will be in Zurich. In BCN we use two buses at least and we never board by row numbers.

2) Plane is scheduled to leave 1925, technical problem, no info until 1920, in the end 2,5 hours dealy on this plane there was a group of 50 pax having a connection to AGP... one week later one of these pax at the check in, i asked if they made the flight to AGP, he told me NO, they did not wait for 50 pax !!!! and above all, there was no staff there to inform what is going on, they finally found somebody but then the baggage was missing, it was a nightmare as he explained... anyway they ended up in a hotel an flew the other day
-We never wait for transit pax. In a crowded airport as BCN is not possible. You always lie to the pax. You always tell them the same old story: "Don't worry,they are going to wait". And you know that is not true but it's easier for you to say so rather than to reroute. We are always from 0600 till 0330 in the transit counters so I don't know why the didn't find us.
3) I went to ask for boarding time, two hosties sitting in a business seat and were smoking their cigarettes, cabin was filled with smoke, to mention that i started boarding 2 min later, but flight is nonsmoking
-IBERIA flights are non-smoking but crew can smoke between two flights.It's their rest time.
5) Had a pax flying on IB via MAD to SDQ, and on tu and th this flight is flying via SJU (ie dominicans need a US transit visa) had a pax at check in, his wife didn't have the visa, so we wanted to go to the ticket desk, the lady there was about to close, and thats what she stated very clear as she waived with the hands and made a real pissed face, finally she told him to contact his agent to rebook... anyway...
-The lady behave ok. If a pax has a problem with visas o passports it's not IBERIA fault. They have to contact with their travel agents.
Manuel
 
bullpitt
Posts: 757
Joined: Sat Mar 06, 2004 7:09 am

RE: Experiences On Iberia?!?!

Wed May 19, 2004 3:45 am

Well said ibe1238. and Supersonic78 all I can say to you is that Spanish aviation is more than just IB, to say it's lousy on those very weak arguments is totally foolish. I could take a cheap shot at swiss aviation but that's not my style.



These are my principles but if you don't like them I have others
 
anstar
Posts: 2868
Joined: Sun Nov 23, 2003 3:49 am

RE: Experiences On Iberia?!?!

Wed May 19, 2004 5:39 am

Flew LHR-BCN on 9th April. (approx 2.20hr flight)

We were seated in row 12 of an A320 and the onboard meal service didn't get round to us.

Yes, thats right. On a 2 hour flight the flight attendants couldn't manage to serve more than 10 rows (probably 6 rows if you disclude business class)

I found it totally unacceptable, god help the 12 rows that missed out on any drinks (Which you have to pay for)

the reason (so I figured) was that for the 3 F/A's in Economy, 1 was in the galley (doing god knows what) whilst the other 2 did the cart. Now the process of the cart cosnsisted of the following:

F/A 1 would take the pax order (only 1 pax at a time) whilst F/A 2 just stood there.

then after about 5 minutes F/A 1 would take the money, give it to F/A 2 who would then 'work the till' give the change back to F/A 1 then F/A 1 would give it to the pax. After that 10 minute debarcle (yes a debarcle as I doubt the F/A's could count) they moved to the next seat.

I thought this was pretty crap service for a Oneworld carrier and have never seen anything like it.

On our retunr leg, the service was definately worse, yet faster. At least on the BCN-LHR leg they managed to server the whole of the cabin (just) yet the attituse still left much to be desired.

Hugojimenez: I would of thought the same as you about american carriers and choosing IB, but after my experience(s) with them, I have to say sit me on a US carrier anytime, at least they'll do their job on time and you'll get at least a water.
 
ibe1238
Posts: 133
Joined: Sat Mar 10, 2001 9:55 am

RE: Experiences On Iberia?!?!

Wed May 19, 2004 5:41 am

Hola Bullpitt, tú estás en SERVIBERIA,no?
This is the problem with handling in foreign stations. They don't care about our pax because it's not their pax and they forget the commitment that they have with IBERIA.They work very bad and then, they even criticize the way we work.It's funny.
When our flights to ZRH are delayed and there are pax with connections we try to reroute them through other airports. If not possible we advice them that they are going to miss their connecting flights but the only possibility is going to ZRH. IBERIA in Spain is the handling agent of many airlines and my department also reroutes in case of delay.
Manuel BCN
 
supersonic78
Posts: 146
Joined: Wed May 05, 2004 9:11 am

RE: Experiences On Iberia?!?!

Wed May 19, 2004 7:10 am

Dear manuel, thank you very much for the advises, so i will try to tell our managers to write a telex next time, and i will tell all my collegues to treat IBERIA customers the best they can  Smile/happy/getting dizzy  Smile/happy/getting dizzy  Smile/happy/getting dizzy

I guess you don't even know about what our responsibility is in fact..... maybe this opens up your mind...

1) IBERIA is fully responsible for their operation in ZRH, Swissport just carries out check-in and boarding... but at the gate there is always a representative of IB... he or she decides everything, we just to what they advise....
we dont see any PNR on the system, so for every small thing with a tkt they have to go to the tkt desk, might look unprofessional to you, but its rather unpleasant for us !

2) i mainly work for LX, and i assure you, it is totally common that flight are delayed if there is a big amount of connecting passengers !!! as you may have forgotten, it is cheaper to delay a flight to AGP, which was anyway the last one going down there, so they plane stayed for sure overnight, than paying the hotel costs for 50 PAX ?!?!?!?!?!?!?

3) If you think it is professional and customer friendly to let business class people sitting in a cabin filled with smoke is your way or regarding that case !

4) sure it was her right, but as you think that we are not doing a good job, look at her, what do you think was the customers meaning about IB ????? she could have even act a bit more customer friendly, and not to mention she is ONE OF YOURS !!!!!

so, i hope this clears up a bit, and BTW i dont want to fight again, as you may have overlooked again: IT'S MOST OF THE TIME FUN TO WORK FOR IB
 Smile/happy/getting dizzy
 
supersonic78
Posts: 146
Joined: Wed May 05, 2004 9:11 am

RE: Experiences On Iberia?!?!

Wed May 19, 2004 7:19 am

me again manuel:

They don't care about our pax because it's not their pax and they forget the commitment that they have with IBERIA.

If you would really know about handling agents work, it would be clear that all airlines are customers to us, and all passengers are treated kind of neutral...

so who do you think are MY PAX ????????  Smile/happy/getting dizzy
 
PHXinterrupted
Posts: 461
Joined: Thu Apr 25, 2002 6:41 am

RE: Experiences On Iberia?!?!

Wed May 19, 2004 7:32 am

Does IB clean their cabins? I have flown them twice in the past year and I wasn't impressed either time.
Keepin' it real.
 
dmerinop
Posts: 156
Joined: Fri Dec 26, 2003 5:19 am

RE: Experiences On Iberia?!?!

Wed May 19, 2004 5:14 pm

Hey folks,

I flew IB on domestic and international flights and all I have to say is that service is brilliant and prices are very affordable.
I haven´t flown transanlantic flights with IB but I heard some people saying that is not great, very old, no innovation along the years.
Anyway, c ya folks.

Dani
 
Guest

RE: Experiences On Iberia?!?!

Wed May 19, 2004 8:54 pm

Time for some more intervention.

Iberia is sometimes great, other times lousy and I have experienced both sides. IMHO there are problems in the structure of the airline and the attitudes of the more experienced staff (more of that later) - and I believe that they are aware of this, but as yet they are not resolved.

I speak as the owner of a company that carries out customer satisfaction surveys all over the world. Although we have not done any work in the aviation industry (yet), the principles of totally satisfied customers being loyal and spending all their money they are going to spend on a particular service or product is the same with any other product or service where there is a choice of suppliers (in this case airlines). Of course, many times things are out of the hands of airlines with regard to delays and a/c going tech, but the way that front-line staff interact with customers is KEY and there should never be any excuse for poor service, indifferent staff and unwillingness to help customers. The consequences of not being customer focused is that you get a bad reputation. Think about it - someone who has a bad experience with an airline on just one occasion, even after several previous good experiences, will have a negative affect on the image of that airline. Why? Because that person is going to tell everyone else they know what happened to them and that they should never fly with that airline again. OK, there are other factors involved in the airline industry, and there is not always a choice of competitors, but it is correct in general.

So, taking away dissatisfaction caused by operational problems, an airlines should be trying to ensure that all passengers that interact with their staff receive the same message and are treated to the same high level of care. If this is done, then a passenger goes away satisfied. If they are given the impression that the representative of the airline just does not care or will not bend over backwards to sort out an issue - then the customer is going to get pissed. Iberia seem to have a problem with this sometimes.

For example, I recently flew LHR-MAD-MIA. Now, I had purchased a business ticket and upgraded it to first through my IB plus points. However, when I checked in in London, there was a problem with the way that the upgrade had been done and I was still in business on the MAD-MIA leg. However, the lady on the ticket desk at LHR spent a good half an hour on the phone and by the time I got to the gate - I was able to collect the correct boarding card for First Class on the MIA flight. Top marks for the Iberia and Aviance staff in LHR.

The actual first class experience on the MAD-MIA flight was great. Great service, great food, and a fantastic little upper class deck on the B742. However, on other flights in economy on long-haul I have had the other experience. Poor service and disinterested F/A. Probably similar to Ushermittwoch's experiences.....

Within Europe, the service is OK. I have mixed reservations about the "Tu Menu" in economy on short haul, but to be honest I'd rather pay to have a decent food (The club sandwich is EXCELLENT) than have the other poor excuses I have had for meals previous to the new menu. Apparently it is working well. As far as the F/As not being able to serve the whole cabin, that is going to be down to experience and I am sure they will get better when used to it. It's early days still.

I think one of the main issues is that when you become an Iberia F/A you have to start at the bottom on the short haul fleet and work your way up. An Iberia F/A with years of service has a very secure job and generally works on the long haul fleet .It is very noticeable that the staff on the long-haul flights are very mature, since to work on long-haul you have to have been around for a long time. It is an issue. Basically, you get all the new, keen recently trained f/as on the short haul fleet and the old, set-in-their-ways, unsackable, tired, bored f/as on the long haul fleet who basically have cushy jobs as far as I can tell from a friend who is an IB F/A. I think that Iberia should mix their staff across the fleet to have experience matched with new blood. But, I doubt that would ever happen due to union resistance and the old-timers not wanting to have to do a hard job instead of the current 4 days per month or what ever it is they do. I know Iberia are trying to change

Also, another consideration for those who are not from the US, cultures are very different in Europe, and leagues behind the US in terms of customer care. What is taken for granted as normal in somewhere like Spain is outrageous to an American and considered rude by a Brit. Believe me, I have lived in Spain for 6 years, and I have to keep reminding myself of this fact when I am given shoddy service. No offence Spaniards, but it is what everyone is used to over there. It's a kind of "well this is what it is like - so take it or leave it". One of the reasons I am not setting up a branch of my business in Spain is that customer satisfaction does not always seem to be so important - so I would not have such a demand for business.

But there again I love Spain and the good things are better than the bad things - as in any country you have to learnt to accept the differences and get on with it.

Viva Iberia

A



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