Serviceverpflichtung


Der beste Service


Diese freiwillige Selbstverpflichtung wird von den wichtigsten Fluggesellschaften Europas eingegangen. Sie wurde sowohl von Iberia als auch von Iberia Regional Air Nostrum unterzeichnet.

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Offer the lowest available fare on each of our direct distribution chanels.

We will offer you the lowest current fare available on the reservation system you have used, for your required journey. This applies when you request information on prices for a specific date, time and class of travel, via any of our direct reservation systems, SERVIBERIA any of our telephone reservation centres outside Spain, our IBERIA web sites, or any of our Ticket Offices.

  • Select the dates on which you wish to travel, including alternatives.
  • Remember that with most of the lowest fares you cannot change the chosen date of travel, you must buy the ticket in advance, stay at the destination for a specific period, and may be subject to other conditions too.
  • Make a reservation and purchase the required tickets as far in advance as possible.
  • Avoid choosing dates of travel that coincide with holiday periods.
  • Request specific fares for which you may be eligible (for example, Spanish "island residents", etc.).

IBERIA will inform you of the terms and conditions which apply to the fare selected, as well as any charges or taxes relating to the fare.

Please note that we can only give you information on fares available on the reservation system that you have chosen and that there may be different fares available on other reservation systems.

When calling within Spain, SERVIBERIA Agents can provide you, with information 24 hours a day on a wide range of fares to suit your requirements on telephone number 902 400 500.

If you are outside Spain and you prefer to make a local call, you may do so by contacting our reservation centre in the country in which you are staying. Their telephone numbers appears in local telephone directories and in timetables published by IBERIA.

Honour the agreed fare after payment.

Once you have purchased the ticket, the fare relating to the selected date, flight and class of service will not be subject to increase.
However, any modification to the ticket price which is due to regulatory changes governing relevant charges or taxes, will result in an additional payment or refund.

Inform passengers of delays, cancellations and re-routings.

When, for any reason, your flight is affected by a delay, cancellation or changes to the scheduled routing, IBERIA will provide you, as soon as possible, at the airport or on board the aircraft, with the most accurate and up-to-date information available and will provide regular updates. Wherever possible, we will let you know the estimated length of the delay and the estimated departure time.

If we have sufficient advanced warning of a situation prior to the scheduled flight departure time, our staff will try to give you details of the circumstances, via the telephone contact number given when making the reservation and will suggest alternatives to your planned trip. If you made your reservation via a Travel Agency and we do not have access to your contact number, we will inform the Travel Agency so that they can get in touch with you.

For air safety reasons, generally due to meteorological conditions, your flight may be diverted from the scheduled route and land at a different airport. Should this occur, the crew will inform you via the public address system. On arrival at the airport, our staff will give you every assistance in transferring you to your final destination as quickly as possible.

Assist passengers who experience delays

As well as providing the information at its disposal as regularly as possible on the causes and likely length of a delay, IBERIA will give appropriate assistance to customers on flights which are affected, from the time of the delay until the operation proceeds. On flights delayed for more than two hours , light refreshments, meals or accommodation and communication facilities will be offered, provided these do not further delay the departure of the flight. Should the delay prevent you from taking a connecting flight, we shall try to give you priority on our next flight.

IBERIA will help you to arrange accommodation should you be away from home, if the flight is delayed for any reason. If you are unable to reach your destination on the planned date due to circumstances which are the company¿s responsibility, IBERIA will provide you with accommodation and meals.

This assistance will not be provided in exceptional circumstances which are beyond IBERIA'S control, for example, meteorological conditions, political disturbances, long term strikes in essential services, etc. Neither shall we offer this assistance should the flight undergo a further delay due to these circumstances.


1Assistance to delayed passengers where their flight forms part of a package tour, will be provided in accordance to the tour operator's published policy.

Ensure swift and efficient baggage reclaim.

One of the main objectives of our airport staff is to deliver your baggage in the shortest possible time, in order to avoid any unnecessary waiting time after disembarkation. These procedures, which are dependent on the conditions for each operation, are constantly being reviewed and improved to guarantee that your belongings are handled with the utmost care.

Priority delivery of baggage belonging to Business Plus and Business Class customers, as well as Platinum and Gold IB Plus Cardholders is also a stated objective.

Despite the rigor of our baggage check-in and loading processes, there may be exceptional cases when you cannot find your baggage on the carousel on arrival at your final destination. In this event, you should notify a Baggage Services Agent before leaving the reclaim area. We shall immediately activate our tracing and expediting systems and will do everything possible to deliver your baggage to you, free of charge, at the address you give us, within 24 hours of arriving at your destination, provided this does not contravene local regulations.

Likewise, in the event of you having to spend a night away from home, without your belongings, we will supply you with an overnight bag containing toiletries and other essential articles.

For greater peace of mind when travelling and in order to facilitate our identification procedures in the event of mislaid baggage, may we remind you that it is essential to label your luggage on the outside and it is also advisable to do so on the inside as well. You may use the identification tags held at our check in desks for this, giving your name, telephone numbers or any other personal identification you wish.

Please note that you should not carry fragile, perishable or valuable items such as medicines, money, jewellery or personal or business documents inside baggage to be checked in.

We would ask that you always retain all your original travel documents to facilitate any later claims: ticket, boarding card, baggage check-in labels etc.

Allow telephone reservations to be held or cancelled for a 24 hour period.

When you make your travel reservation by telephone, via SERVIBERIA or with any of our other reservation centres outside Spain, please note that:

  • You may hold your reservation without paying for the ticket, for a 24 hour period, subject to the expiry dates relating to the ticket.
  • If you book a fare, which requires immediate payment, you may cancel it, without charge, within 24 hours of making the booking. If a refund is required, this can only be carried out where the ticket was originally issued: Serviberia, Iberia ticket offices or authorised agencies.
Speed up payment of refunds.

When you are entitled to a refund for an unused ticket, booked and issued directly from IBERIA, via SERVIBERIA, its website, or from any of its ticket offices, we will immediately refund the total amount paid, except in exceptional cases, when it may be necessary to check conditions of sale with the centre which issued the ticket.

Likewise we will refund any charges or taxes relating to those fares, the conditions of which do not allow for a refund on the price of the travel sector.

Please note that there are occasions when refunds cannot be carried out immediately, for example, refunds on lost or stolen tickets. Refunds on these are linked to the expiry date of the ticket.

To facilitate refunds on tickets, you will need to provide both your identification as ticket holder and the original unused flight coupons and the passenger coupon.

Provide information on the operating company.

With the aim of offering a wider network of destinations, or meeting its production needs, airlines enter into Commitment s with other airlines on the joint running or marketing of specific routes or aircraft. This collaboration can take several legal forms, from a simple code-share, which is limited to certain routes and allows the joint marketing of the aircraft by the different operators involved, to arrangements with greater linkage to the marketing company, such as franchising or long term leasing.

When you use SERVIBERIA to make your reservation, or another telephone reservation centre outside Spain, the IBERIA website or any of our Ticket Sales Offices, and any of the above circumstances apply to your flight, we shall remind you of the following:

  1. The name of the company operating the flight. This information will also be provided when you check in for your flight. We have also given instructions to travel agencies, web pages and other distribution channels to provide this information to IBERIA customers who purchase tickets on flights where these arrangements apply.
  2. You are establishing a contract of carriage with IBERIA, who, in these cases, is the marketing company for the flight.
  3. In the case of code-shares, where IBERIA is the marketing company, the level of service provided by the operating company may be different to IBERIA's standards and, for this reason, some sections of this Service Commitment may not apply.

    Before formalising these contracts, IBERIA goes through a process of harmonisation with its own standards. However, depending on the type of aircraft used or the standards of the other operator, there are usually differences with our own standards and procedures.

Assist passengers with reduced mobility or with special needs.

Passengers with reduced mobility require extra individual attention due to their personal difficulties, during all stages of travel. In particular, national and international regulations regarding on-board safety lay down a series of requirements aimed at guaranteeing your safe carriage. IBERIA is sensitive to these requirements and concentrates its efforts on providing a professional service to passengers with restricted or limited mobility: facilitating access to our aircraft, adapting procedures accordingly and constantly providing our staff with specific training. This is all aimed at guaranteeing your comfort as well as that of other passengers on the flight.

We also take the same care in meeting the needs of all those passengers who may require special attention during their trip, such as unaccompanied minors, special meals, etc.

Should you require any further information on the special services we offer, or on the conditions for the transportation of passengers with reduced mobility, you can obtain these at any Travel Agency, at our Ticket Offices, or by calling SERVIBERIA on 902 400 500, if you are calling from within Spain, or by calling the local reservation centre if you are outside Spain. The main Avios are outlined below.

Passengers with reduced mobility:

We include in this category those passengers who, due to sensory or movement limitations, may need special assistance to cope, for example, during the flight. Some passengers may require the use of a wheel chair for transfers, some may have hearing or sight difficulties, others may need a stretcher and some passengers, who for various reasons require other types of assistance on the flight. We will give all these passengers special assistance in the airport terminals areas, on board and when making connections.

Each IBERIA aircraft has a limited number of seats dedicated to these services. Furthermore, Civil Aviation regulations limit the number of passengers with reduced mobility who can be carried on each flight, depending on the type of incapacity and other factors. In order to pre-arrange the correct assistance required, reservations must be made at least 24 hours before the planned date of departure. We advise you to reserve your seat as far in advance as possible.

At the time of booking, we request that you state clearly the nature of your disability, or in the case of special needs, that you are specific about your travel requirements. Our reservations staff, with advice from our Medical Service, will provide you with any information you may need; they will reserve the seat, which is most appropriate for your personal circumstances, and request that the necessary services are at your disposal on the day.

Please see the appendix to this document, "MEETING THE NEEDS OF PERSONS WITH REDUCED MOBILITY". When you are planning your trip, do not hesitate to request more detailed information at any of our Ticket Offices, Travel Agencies or through SERVIBERIA, by calling 902 400 500, 24 hours a day if you are calling within Spain, or by calling the local reservation centre, if you are outside Spain.

Unaccompanied minors:

As a general rule, children under 12 years of age must be accompanied during their flight. Children under the age of 5 should be accompanied by an adult family member. For children who are aged between 5 and 11 years old on the date of travel, IBERIA offers the option of them travelling unaccompanied by relatives or guardians, by arranging for our staff to escort them. However aeronautic regulations limit the number of unaccompanied minors on each aircraft.

During the entire travel process, from receiving them at check-in to handing them over at the destination airport, including accompanying them in transit if the trip involves transfers, our staff will take care of the children with sensitivity and responsibility. When booking this service, you should provide your identification and contact details as parents or guardians and also details of the person responsible for meeting them at the destination airport. We shall then be able to both identify the person responsible for meeting them and also to communicate with you should the need arise.

We would also like to draw your attention to the following recommendations:

  • Make your reservation at least 24 hours before the start of the trip.
  • Arrive at the airport well in advance in order to be able to complete all the necessary documentation in good time.
  • Hand the child an additional copy of the contact telephone numbers relating both to the point of origin and destination.
  • Do not leave the airport premises until you have confirmation that the flight has departed.

Special meals:

We aim to meet the special dietary needs which some of our passengers have for medical, dietary, religious or other reasons. IBERIA therefore offers the possibility of requesting a meal, which is specially adapted to your needs, at the time of booking, on those flights offering a meal service.

In order to ensure we can meet your request, please specify the type of special meal you would like as far in advance as possible, always at least 24 hours prior to the flight departure time.

Maßnahmen zur Beschleunigung des Check-in-Prozesses

Im Allgemeinen beträgt das Check-in-Zeitlimit der Passagiere und somit ihr Recht auf Transport in einem IBERIA-Flug 45 Minuten vor der flugplanmäßigen Abflugzeit. Es ist jedoch ratsam, dass Sie sich frühzeitig genug am Flughafen einfinden, um unnötige Wartezeiten zu vermeiden, vor allem auf internationalen Flügen, bei denen Sie neben der Sicherheitskontrolle auch die entsprechende Passkontrolle passieren müssen.

In den wichtigsten Flughäfen des IBERIA-Netzes gibt es an den Schalterreihen Angestellte der Fluggesellschaft, deren Aufgabe es ist, die Wartenden gleichmäßig auf die einzelnen Schalter zu verteilen. Sie können sich an diese Mitarbeiter wenden, im Falle, dass Ihnen bis zum Abflug Ihres Fluges nur wenig Zeit bleibt. In jedem Fall können Sie sich an die Last-Minute-Schalter wenden, an denen die Endabfertigungen der Flüge durchgeführt werden.

IBERIA ist ein Pionier in der Einführung alternativer Ticketverkaufs- und Abfertigungssysteme, um stets alle für Ihre Reise erforderlichen Formalitäten maximal zu vereinfachen. In Bezug auf den Check-in ist das gängigste Beispiel der frühzeitige Empfang Ihrer Bordkarte an Ihrem Wohnsitz, in einem unserer Geschäfte oder in einem Reisebüro, mit der Sie sich, wenn Sie kein Gepäck haben, direkt zum Einstiegsbereich Ihres Fluges begeben können. In diesem Fall empfehlen wir Ihnen, dass Sie sich mindestens 20 Minuten vor Abflug entweder am Flugsteig, in der VIP-Lounge oder an einem der IBERIA-Informationsschalter einfinden, um Ihren Platz im Flugzeug zu bestätigen.

Mit dem gleichen Ziel und in Zusammenarbeit mit verschiedenen Einrichtungen wie den Behörden der Hafen- und Messezentren, bietet IBERIA außerhalb der Flughäfen Check-in-Services an, die während bestimmter Veranstaltungen einsatzbereit sind.

Besorgt darüber, neue Konzepte zu finden, um die Reiseformalitäten zu vereinfachen, haben wir ein neues alternatives Abfertigungssystem entwickelt: den Auto Check-in. Dank diesem neuartigen System, können Sie von der Änderung Ihres Sitzplatzes bis zur Ausstellung Ihrer Bordkarte alles beantragen. Diese in den wichtigsten spanischen Flughäfen installierten Maschinen ermöglichen Ihnen, Zeit zu sparen und die Warteschlangen an den Schaltern zu umgehen. Kurzum, einen besseren, praktischeren und schnelleren Service genießen.

Ganz gleich, mit welchem System Ihre Bordkarte ausgestellt wurde und welche Sicherheitsmaßnahmen und/oder Einwanderungskontrollen Sie passieren mussten, beachten Sie bitte, dass Sie sich mindestens 10 Minuten vor dem flugplanmäßigen Abflug auf Ihrem Sitzplatz an Bord des Flugzeuges befinden müssen.

Reduce the number of passengers who are denied boarding.

Due to the flexibility attached to many fares, it is general practice in the commercial aviation industry for a certain number of customers with confirmed reservations not to show up for the flight they have booked. In order to allow other passengers to travel on the flight of their choice, even when this may theoretically be full, airlines accept a higher number of reservations than seats available on the aircraft. Estimation of these numbers is carried out using rigorous statistical analysis of the behaviour of demand over similar periods. This practice benefits both the customer, who enjoys greater flexibility in taking trips and lower prices, as well as the airline, which employs these systems, to effectively manage aircraft capacity.

Both the European Union and the majority of countries in which IBERIA operates, have legislation on this practice, establishing compensation and services which should be offered to passengers affected by denied boarding.

When the forecasts fail and the final number of passengers with confirmed reservations who present themselves for the flight is greater than the number of seats available, the check-in or boarding agents will begin the process of seeking passengers who are willing to give up their seat voluntarily, in exchange for monetary compensation and the guarantee of a confirmed seat on a later flight.

Should there not be a sufficient number of voluntary passengers, we provide those affected with the compensation established by law for cases of involuntary passenger off-loading, changing their reservation for a later flight or refunding the amount of the unused ticket, if the passenger so wishes. The order in which we determine denied boarding is established by the time at which you check in and we also take into account the personal situation of the customer, such as passengers with reduced mobility, unaccompanied minors, the fare the customer has paid or their membership of the IBERIA PLUS programme.

During the time you are waiting to travel on to your destination, we cover normal accommodation and meal expenses.

In any event, it would help us greatly when, for any reason you decide not to use your confirmed reservation for a flight, you let us know as soon as possible by calling SERVIBERIA (902-400-500) when calling from within Spain, any of our reservations centres outside Spain, or in person at our Ticket Offices or Travel Agencies.

Provide passengers with information on conditions of sale and operation.

Whenever possible, we undertake to provide you in advance, with information and specific details regarding your trip.

Handle passenger complaints efficiently.

Our objective is to establish a lasting, professional and satisfying relationship with you and with all our customers. We see your comments about our services as a token of trust. They provide us with a new opportunity to come that bit closer, day by day, to meeting all your expectations, until finally succeeding.

At times, conditions beyond our control and external factors interfere with the air traffic, thereby possibly affecting flights, flight schedules or causing unexpected situations, which we do our utmost best to resolve immediately.

When we are unable to resolve the situation as soon as it has occurred, we provide you with subsequent personalised and detailed services.

You can inform us about any unresolved matters by contacting our customer service centres: Serviberia, Iberia Plus or Centro de Atención Iberia Equipaje. You may also contact us to provide us with any comments regarding the services we provided.

You can send any claims, complaints, suggestions or praise about our services by email to our Customer Services Centre. We undertake to analyse your comments, take the necessary subsequent action and reply within a period of 28 days, starting on the date on which we receive your correspondence. We will notify you if the enquiry into your case requires more time than the established 28-day period.

Betreuung von Personen mit eingeschränkter Mobiltät

Zweck dieses Dokumentes ist es, die Zugänglichkeit zum Lufttransportmittel für Personen mit eingeschränkter Mobilität zu verbessern und zu garantieren, dass ihre Bedürfnisse verstanden und beachtet, ihre Sicherheit und Würde respektiert werden. Es richtet sich an Fluggesellschaften, welche Service und Dienstleistungen an Flughäfen und in Flugzeugen leisten, und soll als Grundlage zur Schaffung eines (oder mehrerer) freiwilligen Verhaltenskodex dienen. Bei der Erstellung der Codices werden die entsprechenden Verfügungen aus dem Dokument 30 (Sektion 5) der Europäischen Zivilluftfahrt-Konferenz (CEAC) und der Anhang 9 der Organisation für die Internationale Zivilluftfahrt (OACI) berücksichtigt werden. Diese Dokumente stellen technische Informationen zur Verfügung und sind nach vorheriger Befragung der Lufttransportindustrie sowie der Regierungsorgane, deren Aufgabe die Aufstellung von Normen und das Aussprechen von Empfehlungen zu bestimmten Praktiken ist, verfasst worden.

Definition

Als Person mit eingeschränkter Mobiltät gilt jede Person, deren Beweglichkeit bei der Nutzung eines Transportmittels eingeschränkt ist aufgrund von körperlicher Behinderung (sensorisch oder lokomotorisch), einer Beeinträchtigung der geistigen Fähigkeiten, des Alters oder eines anderen Grundes, und deren Situation eine spezielle Betreuung und die Anpassung des Services, der sämtlichen Passagieren zur Verfügung gestellt wird, an ihre Bedürfnisse notwendig macht.

Grundforderungen

  • Personen mit eingeschränkter Mobilität haben dieselben Rechte auf Bewegungs- und Wahlfreiheit wie jeder andere Bürger. Dies gilt sowohl für Flugreisen als auch für sämtliche anderen Lebenssituationen.
  • Es liegt in der Verantwortung der Fluggesellschaften, der Flughäfen und der mit beiden verbundenen Dienstleister, die Bedürfnisse der Personen mit eingeschränkter Mobilität zu befriedigen. Es ist dagegen Aufgabe der Personen mit eingeschränkter Mobilität, ihre Bedürfnisse über die angemessenen Kanäle im gegebenen Moment zu spezifizieren.
  • Die notwendigen Informationen müssen bereitgestellt werden, damit Personen mit eingeschränkter Mobilität ihre Reisen planen und durchführen können.
  • Die Kosten, welche die Betreuung der Personen mit eingeschränkter Mobilität verursacht, dürfen sich nicht allein auf diesen Personenkreis niederschlagen.
  • Behinderung und Erkrankung dürfen nicht gleichgestellt werden, daher dürfen von Personen mit eingeschränkter Mobilität keine medizinischen Erklärungen zu ihren Behinderungen als Vorbedingung zur Reise verlangt werden.
  • In den Angelegenheiten, welche die Betreuung der Personen mit eingeschränkter Mobilität betreffen, werden deren Repräsentativorganisationen konsultiert.
  • Das Personal wird entsprechend ausgebildet, um die Bedürfnisse der Personen mit eingeschränkter Mobilität verstehen und befriedigen zu können.
  • Die Sicherheitskontrollen werden so durchgeführt, dass die Würde der Personen mit eingeschränkter Mobilität nicht verletzt wird.
  • Den Personen mit eingeschränkter Mobilität muss die größtmögliche Unabhängigkeit gestattet.

Praktiken der Fluggesellschaften

Keine Fluggesellschaft wird eine Person mit eingeschränkter Mobilität abweisen, es sei denn, sie kann einen sicheren Transport und gegebenenfalls die notwendige Betreuung an Bord nicht gewährleisten. Sollte der Transport einer Person mit eingeschränkter Mobilität abgelehnt werden, wird die Fluggesellschaft klar und ausführlich die Gründe benennen, die zu dieser Entscheidung führten.

Passagiere mit eingeschränkter Mobilität, die sich an Bord nicht selbstständig helfen und bewegen können, müssen in Begleitung einer Person sein, die ihnen die nötige Hilfestellung leisten kann, da die Fluggesellschaft an Bord keine ausreichende Hilfestellung für das Ausuchen der sanitären Anlagen und im Falle von plötzlich auftretenden Problemen im Flugverlauf leisten kann.

Für weitere Informationen setzen Sie sich bitte mit unserer Reservierungszentrale in Verbindung.

Die Fluggesellschaften bemühen sich, technische und operative Optionen zu finden, den Zugang zu den Maschinen sämtlicher Größen zu verbessern und zu erleichtern, besonders wenn wichtige Umstrukturierungsmaßnahmen anstehen.

In den Fällen, in denen ein direkter Weg für eine Person mit eingeschränkter Mobilität nicht möglich ist (z.B. wegen kleinem Fluggerät), bemühen sich die Fluggesellschaften, eine akzeptable Alternative anzubieten.

Unabhängig von der Größe von Flughafen oder Flugzeug muss bei den Check-In Formalitäten die Würde der Personen mit eingeschränkter Mobilität gewahrt werden.

Die Fluggesellschaften stellen an Bord, wenn der Platz dies ermöglicht, angepasste Installationen zur Verfügung, welche die Autonomie der Personen mit eingeschränkter Mobilität innerhalb der sanitären, hygienischen und Sicherheitsgrenzen ermöglichen.

Die Personen mit eingeschränkter Mobilität genießen Gleichstellung, was die Optionen bei der Sitzplatzzuweisung betrifft, was von Sicherheitsaspekten eingegrenzt werden kann. Die Fluggesellschaften erklären in klarer und deutlicher Form die Motive für die Nichtzuweisung eines spezifischen Sitzplatzes, wenn der Bitte danach aus Sicherheitsgründen nicht nachgekommen wurde.

Blindenhunde werden in der Kabine in Übereinstimmung mit den Normen der Fluggesellschaft und der nationalen Einfuhrbestimmungen transportiert. Für ihren Transport wird kein Entgelt erhoben. Von den Personen mit eingeschränkter Mobilität wird kein Entgelt erhoben für den Transport von wichtigen Objekten zu ihrer Mobilität oder von anderen wesentlichen Hilfsmitteln im Falle von Körperbehinderung.

Die Fluggesellschaften müssen alle angemessenen Maßnahmen ergreifen, um den Verlust oder die Beschädigung von Objekten, welche die Mobilität erleichtern, oder anderer Hilfselemente im Falle von Körperbehinderung zu verhindern. Sollte ein solcher Verlust oder eine solche Beschädigung eintreten, ergreifen die Fluggesellschaften die angemessenen Maßnahmen, um die unmittelbaren individuellen Bedürfnisse nach Mobilität zu befriedigen.

Air Carrier Access Act

  • by telephone:
    For calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY)
    By telephone to the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY)
  • By mail
    to the Air Consumer Protection Division
    C-75, US Department of Transportation
    1200 New Jersey Ave., SE
    West Building, Room W96-432
    Washington, DC 20590
  • Internet: On the Aviation Consumer Protection Division's Web site http://airconsumer.ost.dot.gov