am disappointed with my experience with Iberia. Firstly, we were told on the website it would be more affordable to include extra baggage prior to the flight which we paid for 2 additional 23kg bags. Then, when we proceeded to the front counter, we were informed it would have been cheaper (about half the price we paid) to purchase the 2 additional 23kg bags at the counter. This was EXTREMELY disappointing to hear that we we paid more and the site has false and misleading information. If we had known it was cheaper to purchase at the counter we would have waited. I don't have an income at the moment, so every single cost matters.

I would in fact like to request a refund for this mishap.

Secondly, the airline staff were eating pao de quejo nearby to the gate, whilst passengers were lining up with no idea, no communication 90 minutes delayed boarding. Communication is vital, and it was disappointing to see no staff member could inform passengers standing and waiting. Eldery people were on their feet for an hour.

Thirdly, on the plane a staff member mocked my wife in Spanish, thinking she would not understand Spanish, we also overheard a staff member stating she didn't understand a woman ordering water and rolled her eyes, again, not knowing we understood Spanish. The social skills of the staff needs improvement, no smile. I also had a sandwiches accidentally dropped on my head by the airline staff - the staff member apologised, which I appreciated, but it really was not helping the situation already..