Iberia Airlines gave me a $4,005 ticket credit, good until November 4, after I canceled a recent flight. However, Iberia refused the ticket voucher code when I attempted to book a different flight. Following multiple phone conversations with their customer support team, I was notified via email that the coupon had been suspended because of security concerns.Christopher Elliott, the Troubleshooter for Travel
I followed Iberia’s instructions and complained on the internet. I was emailed that I would hear back in seven days, but that never happened. Since then, I’ve called Iberia more than eleven times. Despite my repeated promises, representatives have never sent me a replacement voucher. I purchased a new ticket in the meanwhile for $3,952.
I want Iberia to reimburse me for the new flight and give me a voucher for the remaining amount, or they should pay me the entire value of the voucher.
Boston’s Thomas Kush
Iberia should have promptly recovered your ticket credit, but it wasn’t incorrect to suspend it.
Is the airline’s decision to freeze your ticket credit justified? Airlines are right to exercise caution because there are many scams using gift cards, loyalty schemes, and ticket vouchers. However, they must quickly change their minds and apologize when they punish the wrong person, like they did with you. Furthermore, this did not occur.
Even though Iberia had promised to repair your credit, what actually happened was months and months of waiting. The timeframes for the promises varied from a few hours to a few days to next week.
You had canceled your flights for medical care, which made the situation worse. Iberia ought to have reimbursed your business class tickets since some airlines will give you a complete refund if you can get a doctor’s note.
By the way, unless there is no other option, you should never take a voucher for an airplane ticket. As you learned, the airline can keep your money without providing you with anything if your ticket credits expire or are revoked. For an airline like Iberia, it’s a fantastic offer, but not for you.
Perhaps you might have resolved this issue with a quick, courteous plea to a manager at Iberia. On my consumer advocacy website, Elliott.org, I list the names, phone numbers, and email addresses of the customer care representatives in Iberia.
On your behalf, I made contact with Iberia. As usual, the airline initially disregarded the questions posed by my advocacy team. However, following our repeated requests, a 14-month voucher was eventually granted. You tested the code on Iberia’s website just to be sure, and it functions!
The charity organization Elliott Advocacy, which assists consumers in resolving their issues, was founded by Christopher Elliott. You may reach him at elliottadvocacy.org/help/ or send him an email at [email protected].(c) 2024 Christopher Elliott King Features Syndicate, Inc. is the distributor.
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