Unfortunately, companies which came from state ownership have a higher percentage of personnel who do not feel motivated to serve the customer. In a state owned company it does not matter. I don't believe all Iberia personnel are like that but the processes tend to reflect that carelessness about customers and competitiveness. I am just having a extremely bad service with a missing bag that missed 2 flights and finally arrived last evening. And now it will take 38 hours for it to be delivered to my hotel, just 45 min away. And the Iberia attendant couldn't care less - write a letter!
|