The handling of passengers by Iberia on Flight IB0808 on 3 January was a disgrace to the airline to the One World Alliance and to Spain.
0808 is due to depart from Madrid at 17.00 for Las Palmas. An airbus 340 is the usual aircraft assigned to this flight on a Saturday. As late a 16.15 the aircraft was shown on the departures board in the South Terminal at Barajas as being on schedule.
From this point things went from bad to worse to disastrous. More than 200 passengers were left at the M (domestic) departure gates with almost no contact from Iberia personnel for the next 8 hours. Two very brief appearances during this period by gate staff were confusing and they made no PA announcements. Passengers were left to read the departures board only. No explanations (except for a general notice that flights were being cancelled and delayed because of industrial action by ATC staff)... The estimated departure time changed 11 times, finally sttling at 00.30.
At about 22.00 Hours passengers were told that they could obtain 'dinner' at the "restaurant" adjacent to the Gates. There was no hot food available.
At just before mid night passengers were told by one of your check in staff that there had been a gate change and that departure would now be from the main terminal (when all the passengers got there!).
On arrival at the K Gates we were finally checked in through one gate by two check in staff. The handling of the check in was the worst I have seen in my travelling experience. I was surprised that no one was badly injured.
On check in we were told that there was "free seating", a euphemism for " not enough seats and no Business class.
On boarding passengers discovered they were on a wet lease very old, very dirty, Boeing 757/200 of Gadair. An airline. with as far as I know only one aircraft, which is to start a service between Madrid and the Middle East.
As expected there were insufficient seats on this aircraft, (you will recall that an Airbus a340 should have been available). I witnessed the discussion between the Captain and the ground staff on passenger numbers and the requests to passengers with infants with seats to give them up for adults and one passenger being asked to travel on the flight deck. It was clear to me that the Captain was unhappy with his manifest, but decided to continue anyway.
I have been travelling by air all around the world for more than fifty years. This was without doubt one of the worst scheduled flights I have ever taken. The fact that it was Iberia, fourth carrier in Europe and a member of the One World Alliance makes it absolutely unacceptable.
You treated your passengers, lifeblood of the airline, like cattle. It was I have said a disgrace to you, to the airline and to the Alliance.
I have made no mention of your premium passengers. I am a Gold Card holder of Iberia (also of Lufthansa/Star Alliance and of Royal Air Maroc). IB 41985367.
I was travelling from Zurich to Las Palmas on a ticket using my hard earned miles. The flight (IB3477) from Zurich was delayed two hours. On arrival at Madrid no information was given to me about delays. (The only highlight of this miserable tale was the excellent young woman trying to manage the VIP Club in the South Terminal M gate area the whole evening).
As premium passengers we were marginally better off than the Economy passengers with a small Lounge (with a very limited choice of snacks) which was full of young children and resembled a Nursery School on a busy day. At no point were we told about the change of aircraft nor offered any alternative plan for onward travel. (I was told the Gate by the Gate staff that they "did not know" if there was a business class on the aircraft). I sat in a seat by the main door. on the left of the aircraft. I do not believe that this seat meets international regulations and am checking with my colleagues in ICAO, and with IATA. In order to close the main door I had to stand. The seat is so close to the escape slide container that half of the seat has pitch of less than 4 Cms! When I left the aircraft I could hardly walk.
As you will see from my occupation I am a world traveller and travel as a premium passenger on all commercial flights. (I do not demand luxury. I am a peacekeeper accustomed to trave on aging soviet fixed wing aircraft and helicopters!)
This was an unacceptable performance. Main points: No communication and information. No appearance at any time by any Iberia staff at anything but very junior level (where were your Station Management team?), no information on change of aircraft. No availability of Business Class.
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