Ok, what is going on with Iberia’s customer service?
I’ve head horror stories from customers that fly Iberia and there customer service. Flight crews that are “dry” and don’t smile. They seem irritated and “snobbish”. The ground staff seems irritated and non-helpful in all situations. Even over the phone when calling reservations. It seems to me, as a carrier that has had labor issues in the past over wages and better work conditions, these important items are overlooked.
My family is from Spain, and own several businesses in the country. They know, as I do, greeting someone with a smile is always a good start. They always listen to and try to solve problems in a helpful matter. What’s with Iberia?
I have had many personal “flight” experiences with Iberia, and unfortunately, they have all been quite disappointing. My family has also had many bad experiences on the customer service level, and will not fly them again. I like to observe, while flying on Iberia, the interaction of the flight crew with other customers. They seem bothered and quick to “snap back”. I’ve noticed this more from the older, more senior flight attendants. The younger ones, not as much, but I’m sure there are cases when it’s reversed.
As a crewmember, I constantly here stories from our customers regarding the lack of customer service level at Iberia, and how we are so much better. How they will fly with us from now on over Iberia. They tell me how they are so displeased with the level of customer interaction from their “flag carrier”. Why is this? Don’t you (IB) want people to come back? The attitude is: you get what you pay for with IB
. At least with us, we thank you fo flying with us, and we WANT you to fly with us again.
The attitude is almost like the experiences here ,in the US, at the DMV. They don’t care about customer service, they just know YOU need them, and they will act that way towards you. It is not so when YOU are paying their, MY
salary when flying.
My family’s last experience with Iberia was simply awful. No one smiled, everyone had a serious face, and seemed tired. When asking the crew for a second headset because there was no audio, she snapped back: “What do you want? We’re not mechanics. Try reading a magazine”. A few minutes later, she slapped a magazine on her table and walked away.
As I waited for my family at the airport, I also came in contact with the flight crew. They were all huddled in a group smoking cigarettes waiting for they crew bus. I approached one of them to ask them what time their flight had landed. She never turned around. She said, talking with her back to me: “ I have no idea, why don’t you try and ask someone inside” and “waved” me off with her cigarette. She then commented to the other crew, in Spanish, not knowing that I spoke Spanish, how I was such an idiot (I will not use her exact words) but they all laughed. I approached her again and told her in Spanish how unprofessional that was. I then (in my anger) said: “keep up the good work, that’s why OUR flights are always full, thanks to you. As I turned, she gave me the finger.
With the contract issues in Spain, temporary vs permanent, can a crew member be reprimanded for this? I know with my airline, if I get a bad letter, we are immediately “reviewed” by our supervisors for disciplinary actions which may include termination of employment.
According to a friend of mine, who is a crew member for IB
, you can basically tell someone to “drop-dead” (for lack of a better word) and if you have a permanent contract, you cant be touched. He stated, because of the labor laws it would cost the company too much money to fire someone since they would have to be offered compensation. Is this true? How about elsewhere in Europe? I’m curious to get feedback on this.
This incident happened last summer (05’). I’m still waiting for a response to my letter, or the letters my family wrote regarding their experiences.
This is not a bash Iberia thread, though some may say: too late. As a carrier I looked up to my entire life, and being the flag carrier of my country, it is sad I constantly read posts like this. Is there anyone at Iberia management that sees this going on? I know this can’t change overnight, and I’m sure there are people out there who have had great experiences with Iberia, but you need to listen, learn, then act.
To Iberia management:
Your crews need to be more courteous and helpful.
They need to learn how to smile.
They must be reminded that customers pay their salary.
Are incentive programs in place for this?
Are disciplinary actions taken against crew members that portray this attitude?...this makes it impossible for the rest of the crew members, and other employees to “turn the airline around”.
Iberia has a great potential, but it’s employees (not all) need to shed the attitude of when they were state owned. It’s privately owned now (for the most part I think).
Remember, customers have a choice in carriers, and they are making it. Iberia needs to see this and do something about it.
Thanks for reading.