Iberia cost us £640 for emergency PCR tests before flights with erroneous advice 1 day before travel

AJBurr

Currently in an ongoing complaints procedure with Iberia, who are refusing to admit liability.

The day before flights to Costa Rica (for work) the check-in online was not clear as you had to tick a box saying you had had a PCR test.  Previous calls to Iberia we were told we did not need one for transit and Costa Rica did not require one for entry.

Called the Iberia Customer Service line and were told by the operator (after she checked with her superior) that it had changed the day before and we would not be allowed to fly without a negative PCR test.  This was at 11.45am the day before flights at 10.30am the following day.  I told her that was not what it said on the Spanish Government website as it was transit only but was told categorically we could not fly without the test.  Get the test done, £320 each, a lot of stress involved.  At the airport told we did not need them for transit.

Iberia are saying it is our responsibility to check the rules, and we did.  Anyone else had this experience with airlines?  Now looking to go to small claims court to recover the money.

Caz3121

when was your travel date?
FCO site re transmitting Spain does show that PCR is required
"Transit through Spanish airports to destinations outside the EU/Schengen area is currently permitted for flights departing or returning to the UK. Travellers must remain airside and be able to a present a negative PCR, TMA or LAMP test. "
This article from January refers to the test requirement for transit but I cannot see when it was implemented https://technocodex.com/spain-fcdo-update-for-travellers-transiting-through-spain-latest-entry-rules-travel-news-travel/

Thrugelmir

AJBurr said:

 Now looking to go to small claims court to recover the money.

You'll need to take action in Spain not the UK. 

AJBurr

Thanks for your replies. 

Travel date was 14 April (in Costa Rica now) but Spanish government travel page says if in transit for less than 24 hours you do not need it if not leaving the airport.  This is still current now, although it wont let me post the full link spth.gob.es/faq?tab=0 . Our transit was 3 hours. 


 The Iberia website was inconclusive which is why we called them. 

Regarding claiming back from them, having looked at the website, if they have a registered UK office address in the UK I can claim via them, but maybe I've missed something.
Thanks again.

Upsidedownandaround

Has the complaint process been completed? It sounds like you have good grounds for a complaint.

I'll doubt you'll get anywhere with the small claims court though. They will just point you to the terms of the contract that states you are resonsible for making sure you have the correct entry requirements in place.