Iberia suspended ticket credit problem: How do you fix this?

Thomas Kush has his $4,005 Iberia ticket credit suspended $4,005 ticket credit because of "security issues." The airline says it will restore the credit but doesn't. How do you fix an Iberia suspended ticket credit problem?

Question

I canceled a recent flight on Iberia Airlines, and the airline offered me a $4,005 ticket credit, valid until November 4.

But when I tried to book a new flight, Iberia rejected the ticket voucher code. After several calls with their customer service, I received an email saying the voucher was suspended "due to security issues." 

Iberia instructed me to file a complaint on the website, which I did. I received an email saying I'd hear back in seven days, which did not happen. 

I've made over 11 calls to Iberia since then. Representatives have repeatedly promised me a replacement voucher, but they have never sent me one. Meanwhile, I paid $3,952 for a new ticket.

I want Iberia to pay me the full value of the voucher or reimburse me for the new flight and issue a voucher for the balance. -- Thomas Kush, Boston

Answer

Iberia wasn't wrong to suspend your ticket credit, but it should have quickly restored it.

Why do I support the airline's decision to freeze your credit? Because there are a lot of shenanigans that happen with ticket vouchers, gift cards and loyalty programs, and airlines are correct to be cautious. But when they penalize the wrong guy -- as they did with you -- they need to do a quick about-face and apologize. And that didn't happen. (Related: I never thought I’d give this Thanksgiving travel advice.)

What did happen was months and months of waiting, even though Iberia had assured you it would restore your credit. The promises ranged from “in a few hours,” “next week,” and “in a few days.” (Related: Iberia told me to file a credit card chargeback. Now I don’t have a ticket!)

Making matters worse, you had canceled your flights for medical treatment. Some airlines will allow a full refund when you can show a doctor's note, so Iberia should really have refunded your tickets, which were in business class. (Related: If you want Iberia to pay for your lost luggage, this is what to do.)

By the way, you should never accept an airline ticket voucher unless there is no alternative As you discovered, ticket credits can expire or be revoked, which means the airline gets to keep your money without giving you anything. It's a great deal for an airline like Iberia, but not for you.

Why do airlines suspend their ticket vouchers?

Airlines often issue ticket vouchers as compensation for flight cancellations or disruptions. But they can also remove their offers, leaving travelers frustrated and confused.

Here's why airlines may suspend ticket vouchers:

• Expiration dates. Many airline vouchers have expiration dates. If you don't use the voucher within the specified timeframe, it may become invalid.
• Change in airline policies. Airlines may change their policies regarding voucher usage, which can result in the suspension of previously issued vouchers.
• System glitches. Technical issues or errors in the airline's reservation system can sometimes lead to the accidental suspension of vouchers.
• Fraud prevention: To stop passenger shenanigans, airlines may suspend vouchers that appear to be suspicious or have been reported as lost or stolen.

If you're facing a suspended ticket voucher, here's what you can do:

• Review the voucher terms and conditions. Check the terms and conditions of your voucher to understand the reasons for suspension and any potential remedies.
• Contact the airline. Reach out to the carrier's customer service department and explain the situation. Provide your booking reference number and any other relevant information.
• Escalate the issue. If you're unable to resolve the issue with customer service, consider escalating the complaint to a higher authority within the airline or contacting the relevant aviation regulatory agency.

Usually, you can retrieve the full value of your ticket vouchers if you follow these strategies.

How can you get your Iberia ticket credit reactivated?

I think a brief, polite appeal to a manager at Iberia might have fixed this problem for you. I publish the names, numbers and email addresses of the Iberia customer service executives on this site.

You reached out to my advocacy team for help, and I contacted Iberia on your behalf. True to form, the airline initially ignored my advocacy team's inquiries. But after we asked repeatedly, it finally issued a voucher that is good for 14 months. Just to be safe, you tested the code on Iberia's site, and it works.

Christopher Elliott is the founder of Elliott Advocacy, a 501(c)(3) nonprofit organization that empowers consumers to solve their problems and helps those who can't. He's the author of numerous books on consumer advocacy and writes three nationally syndicated columns. He also publishes the Elliott Report, a news site for consumers, and Elliott Confidential, a critically acclaimed newsletter about customer service. If you have a consumer problem you can't solve, contact him directly through his advocacy website. You can also follow him on Twitter, Facebook, and LinkedIn, or sign up for his daily newsletter. 

This story originally appeared in the Elliott Report under the headline, Iberia suspended ticket credit problem: How do you fix this?