Delayed or cancelled flights

If your flight has been cancelled or if your booking includes a connecting flight and you're not going to arrive in time to make it for this reason, you have several options in accordance with the regulations applicable to your jurisdiction (*):

• Accept the alternative flight sent by Iberia via email to transport you to your destination as quickly as possible and at no cost. In the case of a missed connection we may need more time to find the most convenient route to your final destination.

• Choose another flight of your convenience: If you haven't received our email about the proposed new flight or you want other options, choose another flight through the Personal area of Manage your booking

• Request a refund of your booking in the form of a voucher that you will receive instantly and can use for other trips; or as cash through the same payment method you used to buy your ticket. This process takes a little longer. If you bought your ticket with Avios, they will be returned to your Iberia Club account.
  You can manage these options through the Personal area of Manage your booking; through our WhatsApp channel by writing "Request refund" and following the steps indicated.

Remember to check in online for the new flight, entering the original booking code as it will remain the same.
If you have any questions during the process or encounter any difficulties in managing your booking, you can contact us through our Customer Service Centres.

If you are at the airport, we'll assist you at our check-in desks or our Customer Service points in the boarding area.

If you booked your flights through a travel agency or other intermediary and you are not yet at the airport, contact them to help you with the arrangements.

(*) In accordance with Regulation (EC) 261/2004. Check your passenger rights.

Unfortunately, there are many factors, some beyond our control, that can disrupt flights, either by delaying their departure or causing a missed connection between several routes on your booking. Luckily, we can offer you several solutions (*):

• Fly at the new assigned time. In that case, you don't need to do anything. Simply report for your flight at the new scheduled time.

• Change your flight free of charge. In the case of a missed connection, we strive to offer you the shortest and most convenient route to your final destination as soon as possible.

• Request a refund of your booking in the form of a voucher that you will receive instantly and can use for other trips; or as cash through the same payment method you used to buy your ticket. This process takes a little longer. If you bought your ticket with Avios, they will be returned to your Iberia Club account.

For greater speed and convenience, we recommend that you manage these options through the Personal area of Manage your booking. If you have any questions during the process, you can contact us through our Customer Service Centres

If you are at the airport, we'll assist you at our check-in desks or at our Customer Service points in the boarding area.

(*) Solutions provided for under passenger rights according to the length of delay of your flight.

Denied boarding only occurs in exceptional situations. In that case, you will have to contact the airport staff directly as our Customer Service Centre does not have the information or ability to relocate you to another flight.
If you decide not to fly with us, you can request a refund by filling in this form. You'll receive a first response from us within 10 days. If you don't hear from us within that time, it means that we're still working on your case, either because it's more complex or because we have to obtain information from third parties. Once we've processed your refund, it may take up to 30 days to reach your account, depending on the bank. You should contact your bank if it doesn't reach your account within that time.

Remember, we won't be able to give you a solution in the following cases:

• You don't board because you decide not to or for any reason beyond the control of Iberia (state of health, safety, behaviour).

• You don't show the required travel document, you refuse to pass through the security controls or you arrive at the boarding gate too late.

• You are travelling with a ticket that has not been directly or indirectly available to the public.

If your flight is cancelled or delayed, your luggage will automatically be transferred to the next flight. You don't need to do anything. If there are any last-minute changes, our airport agents will inform you of the procedure to follow.
If you have any questions or if you decide not to fly with us, contact the airport staff so they can inform you about your options.

If you are relocated to another flight due to denied boarding, delay or cancellation of your original flight and you have added extras to your booking, we'll make sure you keep the same benefits regarding:

• Cabin (Economy, Premium Economy or Business).

• Fare (Basic, Optimal or Comfort).

• Free baggage allowance.

For other extras, check that your new booking shows all the services you added (seat selection, extra bag, pet, etc.).
If this is not the case, you can choose one of the following options:

• Book them again through the Customer Service Centre. If your new flight is operated by an airline other than Iberia, contact their Customer Service.

• Don't include them in your new booking and request a refund by filling in the form for Cancelled flight or Delayed flight, as applicable, indicating the extras in the comments. You'll receive a first response from us within 10 days. If you don't hear from us within that time, it means that we're still working on your case, either because it's more complex or because we have to obtain information from third parties. Once we've processed your refund, it may take up to 30 days to reach your account, depending on the bank. You should contact your bank if it doesn't reach your account within that time.

If you are relocated to another flight due to cancellation, delay or denied boarding, you must contact our Customer Service Centre to be able to take your pet with you.

If your new flight is operated by an airline other than Iberia, you must contact their Customer Service directly.