I called Iberia to change my ticket. My passport didn't arrive on time and I still didn't know its proper whereabouts. I wanted to pay the penalty but I just didn't want it to pay it more than once. My trip was imminent and I needed to make changes right away.
After the worst customer service I have seen in my whole life (insulting agent hung up on me first, second agent put me on hold for half an hour to let me know the Supervisor would not come to deal with me) I was informed time had run out and that I had lost my return ticket, while I was being put on hold. Nothing they can or will do and supervisor wouldn't deal with me, even then.
I requested to talk to a person live, or in an office. They told me their only office was at Heathrow Airport, Terminal 5. This turned out to be not true: It was actually a BA counter that would deal with Iberia passengers. Not a single Iberia official in the premises. The BA manager was about to help me but made himself unavailable since there was a log in my reservation at about 11:35 am (the time I had hung up with them) that said: "Supervisor voids any changes to this ticket". Same supervisor that would not take my call, I suppose.
I filed a complaint online. I called the next day and I requested a prompt answer. They offered to file a report on the phone, where they would screen my calls and find out who was on the wrong, me or them. But since I did these calls via skype, they may need to screen all calls from that period of time. Also, since I told them I specifically bought a ticket that would allow me to do changes, they decided it was necessary to screen the call from 3 weeks ago. Here I opted to appeal to their humanity, insisting I needed to go back home. That was enough for the agent to deem me non-cooperative and hung up on me. Other attempts to resolve this matter finished and would not take my call anymore. Treatment was beyond rude, frankly, it seemed rehearsed, as if they do this all the time.
Here's my point: They can refuse service if they want to, but they can't take my money away and run while doing that. They just can't have it both ways. They should also be responsible for the extra $1200 that I had to shell out for the extra ticket, since they left me stranded. I would appreciate if they give me my money back.