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Passengers’ rights


The European Union has established passengers’ rights regarding airline companies and works to promote them. These are the main rights passengers are entitled to.

Flight and booking information

When you check about a flight or make a booking through a travel agency in the European Union, all passengers are entitled to receive neutral and accurate information:

Unless a passengers requests otherwise, a travel agency should provide them with neutral information on the basis of the computerised booking system, in particular regarding:

  • The different options available to make a trip in the following order:
    • - non-stop flights.
    • - flights with intermediate stops, but without a change of aircraft.
    • - connecting flights.
  • All the fares available from different airlines, as displayed.

A travel agent must give passengers direct access to the information shown by the computer system if they request it, either by allowing them to see the screen or by printing it out.

If the ticket is booked through a travel agent or directly with an airline, they must pass on to the passenger all information available in the computer system about:

  • the identity of the air carrier which will actually provide the service, as opposed to the carrier mentioned on the ticket.
  • Changes of aircraft during the journey.
  • Stops en route during the journey.
  • Transfers between airports during the journey.

More information

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Denied boarding (General considerations)
Compensation and periods affecting baggage incidents

Flights from/to United Kingdom

If you would like to make a complaint please contact our customer relations team who can be contacted at: cacgestionjuridica@iberia.es. More information on our complaints procedures can be found at Customer Service.

An Online Dispute Resolution platform has been set up by the European Commission: http://ec.europa.eu/consumers/odr/ which provides easy access to alternative dispute resolution (ADR).

Please note, Iberia are not currently subscribed to an approved ADR scheme therefore neither the ODR platform nor any approved ADR providers will be able to accept your complaint.

You can log your complaint with CAA’s Passenger Advice and Complaints Team (PACT) by completing the online complaint form via the CAA website: www.caa.co.uk/passengercomplaints. Under the subtitle ‘How the CAA can Help’ you will need to click on the link ‘Refer your complaint to us’. You can then access the CAA’s consumer portal where you can submit your complaint to PACT.