Public Mediation

M.D. vs. Iberia Airlines

Iberia Airlines lost my luggage for 10 days, including Web Summit and client meetings, and then refused to deliver it to my home

M. D. vs. Iberia Airlines
Calle Velazquez 130, Madrid, Spain
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Statement of Claim
Claimant says:
"In short: Iberia Airlines lost my suitcase and, when they finally found it, first didn't contact me for delivery and then literally blocked delivery to my home back in the US when we called them. I had to spend a workday making a round trip of 186 miles to retrieve it from the closest airport, on top of all the time spent trying to find it.
Details: On October 31,2022, I traveled from to Dubai to Lisbon via Madrid. Iberia Airlines was responsible for the last leg of my trip.
My suitcase did not arrive in Lisbon. Iberia and Lisbon baggage services couldn't find it; I made several trips to the airport and we spent a substantial amount of time on the phone trying to track it down.
Finally, on November 10, 2022, Iberia confirmed that it had been delivered to Lisbon airport and would be available for pick-up from baggage services at 7 am the next morning--well after I was scheduled to depart.
They then supposedly arranged to have it delivered to my home, as required. On November 16, 2022 I got a call from Delta Airlines at Atlanta airport in Georgia, asking me to come pick up my bag. That's 300 miles away and in a different state; I have no idea why it was sent there. Delta agreed to deliver it to an airport in my home state but were firm that it could not be delivered to my home.
I called Iberia Airlines at their US customer service line. They insisted that it WOULD BE DELIVERED to my home and I should just wait for that. When I explained that Delta was clear that it could not be delivered and they needed to arrange for transportation, the rep became annoyed and hung up on me.
I then called Delta, which put me in touch with baggage services at CLT. A really nice man said he'd forward it to GSO, which was within the correct delivery area, and it would be delivered from there. He called back half an hour later to say that it was on the flight, but to his astonishment it was quite literally blocked from further delivery and he was very sorry but we'd have to go pick it up.
Having been without my luggage for the entirety of the Web Summit tech conference and multiple client meetings, we now had to spend over four hours driving to the GSO airport. When we got it, all tagging was still intact, showing that it had been properly tagged and my contact information was clear.
If I'd followed Iberia's customer service advice, I'd still be waiting for my suitcase--and it would have been discarded. 
I'm absolutely flabbergasted at Iberia's incompetence and failure to deliver the luggage they lost. Delivery IS REQUIRED by the EU. "
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What Claimant Wants Hide
1. Payment due: Standard mileage rate @ 62.5c Jan 17, 2023 $116.25
2. Recovery of Losses: Uber trips to airport Jan 17, 2023 $42.00
3. Pay me for my time: 4 hours travel time @$200 Jan 17, 2023 $800.00
4. Other – Copy claim to regulators Jan 17, 2023 $14.99
5. Other – Pay for claim posting cost Jan 17, 2023 $14.99
Just make me happy!
Claimant invites Iberia Airlines to make a fair offer to resolve this complaint.
Cash total : $988.23
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Respondent's Counteroffer


There has been no response to this claim from Iberia Airlines. This claim will remain posted until resolved
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