- Joined
- Dec 19, 2008
- Messages
- 16,375
- Reaction score
- 4,947
- Location
- Maryland
- Resorts Owned
- A few in S and VA, a single resort in NC, MD, PA, and UT, plus Jamaica and the Bahamas
In December I purchased 2 Flexible fares from IAD to MAD on Iberia. The fare was a Flexible fare that advertises as no fee for refunds. I found a more convenient flight on another carrier and I went to cancel. It would not let me cancel online and gave me a local phone number is Spain. I found where you could also contact them through messenger. At first they told me I couldn't cancel because the flight didn't change more than 4 hours. I told them I was cancelling because I had a flexible fare. They said ok that will be $40 per ticket for the refund. I told them the fare said no fee for refund. They said no penalty fee but a management fee would apply. I asked for documentation of the fee and they did send me the link https://www.iberia.com/us/service-fees/
This link does not pop up during the booking process but you can navigate to it when you click on the terms and conditions on the agree box. Even so, when booking there is no indication that the only way to cancel would be through the phone or a booking office which would occur the fee. I did point out the link said $25 not $40. They did apologize for that. I did ask if there was any way to cancel a Flexible ticket with
Refund (in each direction)
Allowed without a fee. Not allowed for no-shows
Without a fee and they insisted there was not and unless I authorized them to apply the fee they would not refund the tickets.
I opened a dispute through American Express and while the chat agent seemed to understand the issue, the person working the claim did not and as soon a Iberia sent proof that I bought the ticket the dispute was closed. I chatted again and it was closed again. I had submitted print screens with the no fee info and saved chat with Iberia.
Any other suggestion about how to or where to escalate this. It is only $50 total but I don't feel like I should have to pay the way they have the tickets advertised. In the mean time should I just authorize them to take the $25 times 2 for the tickets. The flight is not until October.
This link does not pop up during the booking process but you can navigate to it when you click on the terms and conditions on the agree box. Even so, when booking there is no indication that the only way to cancel would be through the phone or a booking office which would occur the fee. I did point out the link said $25 not $40. They did apologize for that. I did ask if there was any way to cancel a Flexible ticket with
Refund (in each direction)
Allowed without a fee. Not allowed for no-shows
Without a fee and they insisted there was not and unless I authorized them to apply the fee they would not refund the tickets.
I opened a dispute through American Express and while the chat agent seemed to understand the issue, the person working the claim did not and as soon a Iberia sent proof that I bought the ticket the dispute was closed. I chatted again and it was closed again. I had submitted print screens with the no fee info and saved chat with Iberia.
Any other suggestion about how to or where to escalate this. It is only $50 total but I don't feel like I should have to pay the way they have the tickets advertised. In the mean time should I just authorize them to take the $25 times 2 for the tickets. The flight is not until October.
