We had booked a flight from Munich to Madrid (scheduled time of departure: 7:35 AM, arrival time: 10:20 AM). All the passengers were waiting in front of the gate and the only information we have got at about 7:40 AM was told in Spanish. They have said something about technical problems and delay of departure – no information in german or even english. At 8:00 AM all the passengers were told to take back their luggage and go back to the Check-In counter. This time in english and german – but no explanation. All the passengers were waiting and did not get any information when their journey will be continued. Unfortunately we were nearly at the end of the row and 3 hours later we’ve received the vouchers for drinks/meals (EUR 8). We got informed by other passengers that the airline was trying to rebook the passengers flights because they did not have a replacement aircraft.
But there was only one woman who gave out the vouchers and only one woman who was trying to find alternative flights. The others (3-4 pax) were sitting around and couldn’t give any information. At about 11:15 AM a woman got informed that she was already rebooked for a longer while. The new departure was at 11:45 AM.
Then the other passengers – us included – started to ask the man who was sitting at another Check-In Counter if they are already rebooked as well. I wonder if we would have been informed by the stuff of Iberia without asking. I don’t think so – the staff was unpolite and incompetent. Our new departure time was 3:05 PM – we spent more than 9 hours at the airport (7 hrs of delay). I knew that we have claim for compensation and I wanted to have a confirmation from the airline that the flight was cancelled due to technical problems. (Because if the cause of delay/cancellation would have been a strike or the weather we won’t have a claim) But the stuff refused. They told us that this is under the responsibility of the tour operator and that they already know that our flight was cancelled. Of course they didn’t... We were trying to get this sh**** piece of paper for 2 hours, but we didn’t receive it. That thing „simply cannot be done that way“ and they are not allowed to and that we have to go back into the row where the passengers who had a onward flight were still waiting for rebooking – 7 hours later!! And 4 other employees of Iberia where sitting around and did nothing.
Currently I am waiting for the reply of Iberia to my letter of complaint/claim for compensation and if any of the people reading this who had this trouble as well – I hope you will do the same after your journey (at least you have continued)! 250 EUR per person – it’s worth it!