Iberia and Iberia Express review by Erika

July 27, 2022, flight from Orly to Madrid at 10h15, my 87 yr old parents were flying on business back to San Juan, PR., Upon check in , the Iberia agent tells me that he cannot send the luggage through and that my parents had to collect them in Madrid and go through check in again for their connection. This was not acceptable. The situation was extremely stressing because they were only starting their long trip and already there were problems; finally a check-in manager came and resolved the issue. Another problem then, the agent did not want to provide the connecting boarding pass. The manager came back again to give the connecting boarding pass. All this lasted one hour standing in the counter; In the past years I have had issues with Iberia with customer service which is non- existent and the agents at Orly counter are not trained at all and are not professional. I will avoid this airline at all costs. Thankfully the check-in manager was there to resolve the issue.