Worst customer services and logistics
 

Maribel Díaz
ydarish@ymail.com

Madrid, May 1, 2025
Mr. Mario Sansavini
CEO Iberia
Mrs. Beatriz Guillén , Customer Service Head

Subject: Complaint for poor service provision on the Madrid–Miami flight and loss of luggage

Written letters and multiples calls from May 1, 2025, beside a formal complaint for luggage lost.

Reference number of claim to Iberia in Miami: File MIAI69833/30APR25/2033GTM, Maribel Díaz, ticket # 001220942936, tag number XH684318 ( ticket prepared manually)
My suitcase was left at Terminal 4 at Madrid Barajas Airport. Still there

1. Outbound flight (IB 0333, April 30, 2025, 11:30 a.m.–3:25 p.m., Madrid–Miami).
******
****** •***Upon arrival in Miami, one of the two suitcases had disappeared. To date, Iberia has not provided reliable information on its location or delivery date.
2. Special Food Service
******•***As Iberia profile celiac patient.
****** •***On the return flight (April 28, 2025), I don’t have a single meal suitable for me , 9 hrs without food and complete humiliation by the staff.
3. Customer Service and Negligence
******•***The telephone and in-person handling lacked professionalism and empathy.
This has been a total nightmare, a disgrace and disrespectful to the customer.


Cc : Mario Sansavini with proof of the luggage ticket.

Please solve this ASAP