Hoping someone here might know a way out of this situation.
I booked 4 one way tickets from Barcelona (BCN) to JFK for August using 80k Avios + about $500 in taxes/fees. Shortly after booking, the plans for that part of the trip fell apart so I contacted Iberia on WhatsApp within about an hour to cancel.
At first the agent said it wasn’t possible, so I had to explain the US 24-hour cancellation rule since the flight is to the US. After that they confirmed the flights could be cancelled and that my Avios would be returned, and told me I’d receive an email and the refund would take 7–15 days.
Nothing happened.
I went back to WhatsApp and another agent told me the flights hadn’t actually been cancelled, so they submitted the request again.
Now I’ve received an email in Spanish saying it will cost $40 per ticket to cancel, and there’s no mention of the Avios refund. The WhatsApp agents are now only replying in Spanish and telling me to call a number in Spain to escalate.
My Spanish is pretty limited, and I can’t find a toll free number, email, or English chat anywhere. I also don’t want to go the DOT complaint or Amex chargeback route unless I absolutely have to because I mainly just want the Avios returned like the first agent confirmed (I have screenshots).
This has been going on for about a month now.
Has anyone managed to reach an English speaking Iberia agent without calling internationally?
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