Dear team, There is 8 days that I am coming back and forward with Iberia regarding my 23kg luggage that is lost. They keeping saying that my luggage was located and will be delivered, but it never happened. The incident occurred on my flight from London-Madri-Sao Paulo. I arrived in Sao Paulo/Guarulhos Airport on the 17th August 2021 and after research for my luggage and I could not find, I went to the Iberia desk to make a complaint. I was informed that the luggage never left UK. On the paper provided by the company, I was informed that the luggage would be delivered to the destination address provided on the 19th August 2021. Again, never happened. I called again Iberia UK as there is no working telephone available in Brazil. None of the telephones works in Brazil. Which makes me even more disappointed and disrespected. It is just a lack of professionalism with the clients. Once again a called Iberia UK to try to locate my luggage and tell me what is going on. I was told the same thing, the luggage it was on the way and it would be delivered now, on the 20th. Guess. No luggage. No telephone I could call of the company which is doing the delivery. I have some medical equipment in this luggage, plus other electronic devices, all my clothes, medication etc for 2 months in Brazil and the company is treating me as a joke! I already provided all the information needed. I have emails, confirming everything. I paid even extra protection at Heathrow Airport in London to secure the safe of my luggage. I cannot even contact the third company yet to ask for my insurance because Iberia does not do anything. I came to Brazil to do a medical treatment and instead of being able to start my treatment, I am more stressed, overwhelmed and anxious with all this. If they do not delivery my luggage by the 23rd of August, I want a full refund of all the items included inside the luggage. And I am telling you in advance, there was expensive items in there plus all the hassle of me calling, getting stress over something that should not have happened in the first place. Today is the 22nd of August 2021 and I am here trying to find a solution because Iberia customer service does not help, the online form to complaint about missing luggage does work. They do not reply any emails or even on Facebook Social media. Nothing. I truly believe that my luggage was lost and they are trying to push me and not to solve the problem. They are probably thinking that I will give up. I already got in touch with a solicitor in Brazil which will take the case if this problem is not solved. Please refer the dates on the emails. Please, I need your help. Kind regards, Carolinne.