Iberia Not Posting 90,000 Point Avios Bonuses as Scheduled
The bonus Avios have started to post, including in my account!
A couple weeks ago a potential frequent flyer 'deal of the year' popped up where Iberia promised to award 9,000 bonus Avios per Iberia airline ticket booked during the promotion. They said you didn't have to actually fly the flights booked in order to earn the bonus Avios that were to be deposited within 10 days of purchase. You could purchase up to 10 tickets to get up to 10 bonuses of 9,000 Avios per person with no minimum ticket purchase amount required. People booked one-way Iberia tickets in the $20 - $30 range and sat back and waited for the bonuses to post.
Iberia Avios not posting bonuses on time
This promotion ran from June 21 - June 24, 2018. It is now 12 days after the promotion began and people first started purchasing eligible tickets. However, no bonus Avios are being reported by anyone online. I purchased my own tickets 10 days ago, and my Iberia balance is still sitting at a nice round...13 Avios. The inexpensive tickets I booked during the promo are still in place, but per the terms, the bonuses of 9,000 Avios per purchased ticket should have posted by today, and they have not.
Iberia locking recently opened accounts
Worse yet, many are reporting that their Iberia accounts are locked and in some more isolated cases that their purchased tickets have been automatically refunded. Couple those issues with the reality that the stated deadline for the bonus Avios to post has come and gone, and you have the makings of a 90,000 mile mess.
I've reached out to every media contact at Iberia I can find for a statement or update, and have only heard crickets in response. The same is true for my attempts on Twitter.
So what is actually going on?
The facts are that the Avios have not posted on time and that some people are having issues with their accounts and/or tickets. Why those things are happening is not yet known. It could be as simple as tech difficulties (which Iberia has plenty of) and Iberia's desire to verify accounts to be sure that each person only has one account. Of course, since the stated posted deadline has come and gone, a status update is important at this point regardless of the problems on the backend.
Problems with new Iberia accounts and tickets
Those who do not have addresses in the eligible countries of Spain, France, Italy, Germany, Portugal, Russia, United Kingdom, Switzerland, the Netherlands, Brazil, Argentina, Colombia, Chile, Peru, Mexico and USA seem to be the ones most likely to report that their purchased tickets have been cancelled and refunded, though I have only seen a handful of these reports.
Those who opened new Iberia accounts for the promotion seem to be the ones most likely to have trouble accessing their accounts. This is being reported on a pretty widespread level. If this is happening to you, there are a few things to try. First, you may have more luck with the Iberia app than the website. You can download the app and select 'forgot PIN' from the app and then receive a new pin by email. I will add that even on a good day the Iberia website likes to lock me out from time to time.
What should we do now?
If you are locked out of your account, you can try the suggestions above to regain access. Other than that, you can tweet your questions or concerns over the delayed posting of the bonus Avios to @Iberia_en, email them at the email address listed above, or give them a call at 1-800-772-4642.
I called that 1-800 number and after a few minutes on hold was told to email firstname.lastname@example.org with my Iberia frequent flyer number and all of the booking codes made under the promotion to request the posting of the bonus Avios. I was told that since 10 days have passed, I should pursue the 'missing Avios' via that method. I asked a few times if this means the Avios are not posting automatically and was told to just email that address, which I will do today. I'm not sure if that is truly necessary, but I suppose it can't hurt to try and y'all know what happens.
What I would not do yet is panic or start getting overly worked up about this. Patience and persistence are names of this game, so hopefully, we just need a little more of each before this is resolved and we can start battling each other online to use our Avios. I promised to stay on top of it and keep you informed.