Review Insights · Google Play
Iberia
IBERIA LAE · 69,705 ratings · ★ 4.3
4.3
★★★★★
69,705 ratings
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Top complaints - extracted from 45 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"check"
14 negative reviews mention this · 31% of all complaints
★★★★★ "misleading app. at no point in check-in or manage your booking does it show your allowances which leads customers to purchase add ons (in my case the app displayed 0 luggage so I purchased an additional bag) and then when checking my ticket…" - Simon Herteleer
2
"iberia"
13 negative reviews mention this · 29% of all complaints
★★★★★ "La app funciona mal, y tambien el sitio web, buen trabajo eh! Por otro lado, si tu pasaje fue comprado de manera directa con Iberia, te atienden seguramente muy bien. Ahora, si compraste tu pasaje por medio de alguna agencia de viajes, buen…" - Pamela Ballarati
3
"service"
7 negative reviews mention this · 16% of all complaints
★★★★★ "misleading app. at no point in check-in or manage your booking does it show your allowances which leads customers to purchase add ons (in my case the app displayed 0 luggage so I purchased an additional bag) and then when checking my ticket…" - Simon Herteleer
4
"customer"
6 negative reviews mention this · 13% of all complaints
★★★★★ "misleading app. at no point in check-in or manage your booking does it show your allowances which leads customers to purchase add ons (in my case the app displayed 0 luggage so I purchased an additional bag) and then when checking my ticket…" - Simon Herteleer
5
"website"
6 negative reviews mention this · 13% of all complaints
★★★★★ "misleading app. at no point in check-in or manage your booking does it show your allowances which leads customers to purchase add ons (in my case the app displayed 0 luggage so I purchased an additional bag) and then when checking my ticket…" - Simon Herteleer
6
"flight"
6 negative reviews mention this · 13% of all complaints
★★★★★ "Avoid these at ALL COST - they are a disgrace to Spain. They left me stranded in Ecuador after the SECOND CANCELLATION of my flight to Madrid, this time I had no notice and only found out when I went to check in. There is a known fault with…" - Steve Fraser
7
"booking"
5 negative reviews mention this · 11% of all complaints
★★★★★ "misleading app. at no point in check-in or manage your booking does it show your allowances which leads customers to purchase add ons (in my case the app displayed 0 luggage so I purchased an additional bag) and then when checking my ticket…" - Simon Herteleer
8
"does"
5 negative reviews mention this · 11% of all complaints
★★★★★ "misleading app. at no point in check-in or manage your booking does it show your allowances which leads customers to purchase add ons (in my case the app displayed 0 luggage so I purchased an additional bag) and then when checking my ticket…" - Simon Herteleer
9
"customer service"
5 negative reviews mention this · 11% of all complaints
★★★★★ "misleading app. at no point in check-in or manage your booking does it show your allowances which leads customers to purchase add ons (in my case the app displayed 0 luggage so I purchased an additional bag) and then when checking my ticket…" - Simon Herteleer
10
"experience"
5 negative reviews mention this · 11% of all complaints
★★★★★ "I don't recommend using extra service. also , through my experience , the customer service is so greedy. the application is not clear and for a claim or a refund is so not clear" - Bezziane AbdelHalim
11
"error"
5 negative reviews mention this · 11% of all complaints
★★★★★ "No me puede gustar menos. Los tiempos de espera son horrorosos. Descargar mi billete sólo me funciona si lo descargo al wallet y si lo hago nada más hacer el check in. Si se me olvida descargarlo y quiero hacerlo más tarde me da error. La i…" - Pablo Marón Blanco
12
"para"
5 negative reviews mention this · 11% of all complaints
★★★★★ "No me puede gustar menos. Los tiempos de espera son horrorosos. Descargar mi billete sólo me funciona si lo descargo al wallet y si lo hago nada más hacer el check in. Si se me olvida descargarlo y quiero hacerlo más tarde me da error. La i…" - Pablo Marón Blanco
📋 All 45 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
there's no way to log in if you already bought tickets before installing the app. the account exists already, it says, but I never set a password for it. asking to reset the password sends an email with a button and pressing that button takes you to the app as if you're already logged in, so you can see your tickets, but as soon as you try anything else, like setting a new password for example, you're logged out and back to square one.
misleading app. at no point in check-in or manage your booking does it show your allowances which leads customers to purchase add ons (in my case the app displayed 0 luggage so I purchased an additional bag) and then when checking my ticket realizing it should have showed 1 luggage, customer service simply refers to checking their website instead of the app. the definition of malicious practice.
I don't recommend using extra service. also , through my experience , the customer service is so greedy. the application is not clear and for a claim or a refund is so not clear
No me puede gustar menos. Los tiempos de espera son horrorosos. Descargar mi billete sólo me funciona si lo descargo al wallet y si lo hago nada más hacer el check in. Si se me olvida descargarlo y quiero hacerlo más tarde me da error. La información de puerta de embarque y cinta para recoger el equipaje nunca se actualiza.
troppo lenta. mandano 70 codici per confermare l'accesso e alla fine si blocca. meglio usare la versione online
basura pura. no me deja hacer el check in online, ni en web ni en app
1 star for both the app and the company. The app constantly fails to load, and if it freezes during your seat selection then your seats are as good as lost, just like your baggage if you fly with Iberia.
Avoid these at ALL COST - they are a disgrace to Spain. They left me stranded in Ecuador after the SECOND CANCELLATION of my flight to Madrid, this time I had no notice and only found out when I went to check in. There is a known fault with their online claims form and it's obviously done to stop people claiming back after an awful experience. Their claims team are also hopeless and send you the same, templated response. Anyone reading this, seek assistance through the ECC not these clowns.
Vengo de muchas recomendaciones y me quedé muy decepcionado. Primero , intenté durante dos días comprar un vuelo y cada vez que le daba al continuar después de confirmar mis datos , me salía : UNABLE TO CREATE PNR ( en la web ). En la app , me salía el mismo error pero con otro nombre : Ha surgido un error , intenté de nuevo más tarde. Y así sucesivamente. El tres intenté de nuevo y sorpresa : cuenta desactivada temporalmente! iberia , te daría -2 pero no me dejan .
The worst app I have used in my life. It is very slow.... unbeliable!
This app simply does NOT work. For MONTHS it has been showing this message: "There's a temporary problem with the service. Please try again later." The same story with their website. I have SENT DOZENS of requests to their technical team and over 20 phone calls to their useless customer service but all in vain.
Use Google check fight more more better. and quicker. This app is so worst.
please make flight adjustments for avios booking. Zurich check-in staff cant help, dnata kiosk couldn't assist... no one is answering calls today. waited 10 minutes on the phone. and aspire lounge didnt have enough food for everyone. horrible experience
Bought my ticket on the website, chose 'Log in with Google'. Then downloaded the app and there's no equivalent, just the username/password option. So despite having tickets and an account on Iberia I can't log in and the App therefore is unusable. Ridiculous. It's 2026. Edit 1: Responding to get "more details" for something that is self-explanatory is just a means of avoidance.
a veces me muestra los precios en el calendario y de repente ya no
Does NOT work with Iberia Express. Useless and misleading
Although the Your Next Trip function has returned after four months it still does not update automatically without deleting cache every time. Also the ability to to do an in-app download of your boarding pass stopped working too. Still no fix after monthly communication with the App IT team. And now the flight movement history has disappeared. It's astonishing how bad this app is. For a 4 star airline this is 1 star service
Without doubt the worst airline app in the world. I have traveled on Iberia many times. 12 flights in the last three months. The app never functions correctly. 1) Every single time I open the app it is unable to bring up my trips. Every single time it gives an error code and asks me to try later. 2) Whatever page you go to causes the app to either crash or take forever to load,or gives an error code to try back later. My phone is a samsung galaxy fold 6 obviously not the problem.
I don't understand... You ask me to change my password, then do not send me a link to do it? Waste of time
Cannot make a booking through the app. getting Error/Unexpected server/Locked by security messages. Must be the worst airline app available and the Website is no better
tenebroso.
I genuinely CANNOT think of a worse app. At this point it would be more helpful if Iberia did not have an app. Checking in is impossible (sat here for an hour trying to check in, and for the record I am very digitally literate). This app makes me not want to fly Iberia.
Puntos que empeoran la experiencia: - Tarda mucho en cargar la información de vuelos que ya tienes - una vez hecho el checkin es complicado volver a dónde están los billetes. Porque tienen que estar en un sitio "escondidos"? Resulta mas fácil hacer una captura que entrar en la app para verlos, lo cuál enseña que no tiene sentido. - la letra de la información del billete es muy pequeña. edit: los vuelos reservados no aparecen. hay que buscar la info manualmente. que sentido tiene?
NO LO RECOMIENDO absolutamente una desgracia! pagué dinero extra para poder cambiar la fecha de mi vuelo sin penalidad. a la hora de solicitarlo me hacen como 3 cobros extras que suman mas de lo que vale un vuelo normal. nunca vuelvo a comprar vuelos con iberia NO LO RECOMIENDO
Funciona muy mal, por favor inviertan en mejorar la aplicación. Es imposible hacer el check-in a través de la aplicación. Tampoco se pueden hacer modificaciones de reservas. Tira errores todo el tiempo. Al margen, el vuelo de hoy de Ezeiza a Barcelona se demoró una hora (al menos por ahora, espero no demore más) y no llega ninguna notificación a través de la app para informar el cambio (tampoco por mail)
very buggy to the point of being unusable. use the web interface.
Had to delete my previous 1 star review to add this. The silly app does not recognize that my destination country is different from my layover country. It asks me fill in details of my visa for the country where i have a stopover...and so i cant check in or pick seats!!! Come on Iberia! you can do better IBERIA LOST MY DATA!! NOW I SEE SOMEONE ELSES HOME ADDRESS, NIE, AND PHONE NUMBER. I WONDER WHO SEES MINE!!!
terrible customer service. after purchasing a seat, they assigned me a different seat and no customer care agent will handle it.
they lost my bag. do not fly with this airline.
disappointing app. keeps constantly asking for a verification code by email even after you added the booking to your app. changing the email to your personal one doesn't work so if you purchased a flight via travel agent, get ready to bother them each and every time you even wanna see your booking. ridiculous and annoying.
pésima app, app y sitio web igual de inservibles, lo peor de todo es que quieren automatizar todo y no pueden establecer un buen flujo. la asistencia es inexistente, llamas y te envía al whatsapp, envías whatsapp y te envía al mail y en el mail te contestan cualquier cosa excepto lo que preguntas
changing to change seats at check in.... unacceptable
Select 'Basic Fare', you are shown what you get for the next fare class which includes 23kg in the hold. Outcome is that Iberia sting you for the hold luggage at check in. Incredibly misleading and a very nasty customer experience with Iberia. Also takes ages to load, loses my booking & needed to be restarted several times. Get comfortable before you use this app because it will take a lot longer to do some basic stuff.
llevo semanas internado contactar el servicio al cliente de level. son un desastre!
Totally useless. Tried checking in but always get an error. Tried via web, different browsers: error. Tried calling customer service and they told me to arrive earlier to the airport to check in at the desk.
La app funciona mal, y tambien el sitio web, buen trabajo eh! Por otro lado, si tu pasaje fue comprado de manera directa con Iberia, te atienden seguramente muy bien. Ahora, si compraste tu pasaje por medio de alguna agencia de viajes, buena suerte con eso!! Te ayudara mas la agencia de viajes, que la propia aerolinea que elegis para volar. Eso habla muy bien de la ATENCION AL CLIENTE por parte de Iberia. Maltratos a mascotas y encima mala atencion a las personas...
slow, ful of bugs, not showing information correctky, chatbot is usekess, impossible to report the issue, mot even via their whatsapp service.
Unbelievable POS, just as is their website. Constant errors and broken English. Code verification for account information changes doesn't work at all ("unable to validate") Why can't the Spain's national airline hire app developers that know what app coding is about in the 21st century? And maybe a person or two with English as their first language to edit the UI and all the stupid phrasing! Or is that too much to ask of a leading airline?
SSO login is broken on Android (missing “Entrar con Google”) On desktop, the registration/login flow includes “Entrar con Google”, so users can create an account via Google SSO. But in the Android app, that button is missing, meaning anyone who signed up with Google on desktop can’t log in on mobile at all. This is a critical blocker: users successfully create an account, then get locked out in the app with no way to access it.
Receive way too many errors. Very difficult to book a flight.
Overall not bad, but I can't join Iberia Club as it errors out every time. also strange that there isn't a sign in with Google option like on the website.
Not user friendly. For every change/view of the app, you need a verification code, which sometimes doesn't come at all or only after 5 minutes. It's so slow.
Mala en general. No cargan los vuelos, logearse tarda mucho. No se entiende la diferencia entre la libea de low cost de level e iberia. Los pasajes salen casi lo mismo y todos los vuelos son malos. Pasan los años y no innovan en nada. Los avios son practicamente inutilizables. Otra empresa más que compite contra sus clientes.
It is very hard to do Check-in on the app. I do not inderstand why it makes you go through all the process and then cancel your check-in request at the end. Very poor experience and I hope the IT team at Iberia get their act together and fix this as soon as possible.
Poor in too many ways. As they didn't pay to test it I could for a fee. The worst is the bidding for an upgrade - I thought I was only bidding for one way, not either leg (of a return) and the staff clearly haven't been trained in the process (check-in desk or gate staff). The economy flight was comfortable however, and on board staff excellent.
Sentiment summary
84%
Positive (4-5★)
3%
Neutral (3★)
12%
Negative (1-2★)