Iberia and Iberia Express review by Tony 2015-02-11

I experienced a serious breach of safety by Iberia recently when flying from Madrid to London. A passenger at the boarding gate was clearly mentally ill, loudly swearing very badly to himself, other passengers and abusing the ground crew. Despite the ground crew being asked to deal with the situation, they simply ushered "the problem" onto the plane. The result was an incident in-flight which was so serious, it involved his arrest on landing. If not for the highly professional cabin crew, this could have been a very dangerous incident, not least for the poor woman with a newborn baby sitting next to him when he kicked off. After a formal complaint to Iberia, I received a standard format email 19 days later (statutory maximum is 21 days) explaining that they had no intention of taking action and thanked me for my nice letter! The Madrid ground staff from this airline are not just incompetent, they are dangerous and should be sanctioned disregarding the safety of passengers and their colleagues in the cabin crew. I have now escalated this to their partners BA, who I booked the flight through (they were horrified and took it very seriously) and the Civil Aviation Authority.