BRITISH Airways and Iberia are owned by the same company. The check in process for Iberia flights in Terminal 5 at LHR until few months ago was handled by BA and it was superb. Somebody decided to have the check in on Iberia flights in LHR to be handled by Iberia directly and the level of service declined dramatically with no qualified on site customer service. I am a very frequent flyer and I noticed that in general Iberia needs to upgrade its airport services outside Spain as the company has let it decline to a level not even at par with low cost airlines. Maintaining the present level of service as is damages the reputation of its partner BA, one of the best airlines in the world if not the best.

In the past I didn’t have a good experience with Iberia but this time it was different
The planes were brand new and it was made with all the seats the same,no difference between business fist or economy. We got business class and it was a road of three seats and the middle one was empty. In general it was a very easy flight the checking in was easy, all the air hostesses were friendly and helpful,food was good.

Our family were marooned in Quito on 7th October. There were marauding gangs of masked men with long wooden staves on the streets. There were fire bombs and bangs all through the night. On Tuesday the plate glass of our hotel was smashed by angry youths. We saw a man nearly beaten senseless. We were very frightened and feared for our safety. We were stranded on the 11th floor on the Hilton Colon and were desperate to leave. Our flight was on Saturday. Iberia would only bring the three of us home on Wednesday 9th if we paid them an extra £685. They would easily sell our Saturday seats as people were desperate to leave. We have had no apology or recompense. I am disgusted with this money grasping airline!

You pay premium and end up in a fly that is delay where they put your luggage in the hole, to the realise there is still space on the plane and that they are letting other people behind you pass their suitcase. Worst than any lowcost!

We were offered business class seats for 50 euros per person more, so we decided to try it. Ha also came with access to VIP lounge.

While we were very pleased with the VIP lounge, we were not so pleased with our seats on the aircraft. We understand this was a short flight and smaller aircraft, so it wouldn’t be as roomy as other flights. In our email offer, it mentioned the middle seat is “always” empty in business class.....well, apparently there were no middle seats.

All in all, we would probably do it again, but feel Iberia should have been more accurate in their upgrade description.