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Passengers with special requirements

Barrier-free travel

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Passenger accessibility

Having air transport available is a right for individuals with disabilities and an obligation for airline companies to their customers. In Iberia, with the collaboration of the Airport Management of each country, we have revised processes to facilitate your travels and we work daily on designing more accessible airplanes and specific procedures to each need. With great pleasure, we are constantly learning in order to offer you the safe and comfortable journey that you deserve.

  • Accessibility to aircraft.
  • Appropriate and specific measures and procedures for each case.
  • Specialised personnel with continued training processes.

Passengers with Reduced Mobility (PRM)

In the sphere of air transport, current legislation defines a person with a disability or a Passenger with Reduced Mobility (PRM) as “any person whose mobility when using transport is reduced due to any physical disability (sensory or locomotor, permanent or temporary), intellectual disability or impairment, or any other cause of disability, or age, and whose situation needs appropriate attention and the adaptation to his or her particular needs of the service made available to all passengers” (art. 2 a EC Regulation 1107/06).

Travel without barriers: Iberia’s commitment with individuals with disability

Offering air transport accessible to individuals with disabilities is an obligation for airline companies which in Iberia we have made into a true service commitment, for which we have been adapting both the airplanes as well as procedures to remove barriers and adapt to every need, fully subjected to security regulations.

Transport limitation comes in large part from the flight security regulations and protocols and, on occasions, due to the dimensions and physical characteristics of the plane, and which may impede offering optimal accessibility conditions to our clients with reduced mobility.

Our airplanes have appropriate accessibility conditions. Only in certain cases, and generally in regional aviation due to the airplane size, may limitations exist for the transport of support or aid equipment, such as stretchers or equipment whose size does not allow it to be transported in the cabin or in the hold.

Additionally, certain disabilities require special attention or medical service authorisation from the airline company, and must be managed – with utmost priority – before or at the moment of making the reservation. These are security measurements which are established for specific cases and they form part of many others with which we protect the security of the flight and your security every day.

In very exceptional cases, we find ourselves obliged to establish transport limitations for passengers or even deny boarding if there is a risk to the other clients, the crew or the passenger.

In this section we will help you prepare your journey so that you enjoy your experience from the beginning to the end. Take these suggestions into account as the preparations will vary depending on personal needs, in some cases requiring medical authorisation and/or accompaniment during the journey.

If you are travelling with a connection, you must select flights which allow a minimum of 1 hour 30 minutes between the arrival of the first flight and the departure of the second.

Suggestions to prepare your trip

Plan your trip with time and take into account all your needs. Ask Serviberia (511) 705-7285
Monday to Friday: 09:00 to 18:00 hours
, where they will inform you with detail and manage any special service request that you may need and let our specialists advise you.


  • If you will need medical authorisation to travel.
    You will need to obtain authorisation from the Iberia Medical Service if your situation constitutes a medical case which, either on the ground or on board, requires special and specialised attention, as occurs for those who need:

    • Stretcher or incubator
    • Oxygen with a flow above 2L/minute
    • Health care during the flight

These medical cases are known as MEDA.

Anyone who may see their illness aggravated due to or during the flight must also request the Medical Service Authorisation. Let our team of specialists advise you.

Serviberia: (511) 705-7285
Monday to Friday: 09:00 to 18:00 hours

Rest of the world: Iberia Booking Centre in your country.

To transport dialysis equipment authorization is not needed, unless its use is necessary during the flight.; However, CPAPs, oxygen concentrators, respiratory devices and other similar equipment must have Medical Service authorisation for their transport.

  • You should present the report from your regular physician or consult them, which is highly recommendable when:
    • You have recently suffered or currently suffer from a temporary or chronic illness related with cardiovascular or respiratory problems, severe anaemia, unstable diabetes or cancer.
    • If you are taking immunodepressive medication or if, for any health reason, there are doubts about your current health status to travel.

  • If you must travel with a companion who, together with the crew, would collaborate in your evacuation in the case of a hypothetical emergency situation.

Regarding the particular needs of assistance and care in each case, it is possible that a person is required to accompany you throughout the itinerary and, on very specific occasions, that healthcare personnel with training and capacity to evaluate the state of health at each moment, administer medication or apply the appropriate care is required.

In general, it is mandatory to travel accompanied when assistance is needed to perform any of the following actions:

  • -Reach an emergency exit
  • -Communicate in any form with the crew about safety topics
  • -Unbuckle or buckle the safety belt.
  • -Carry out basic physiological needs
  • -Retrieve and place the life vest or oxygen mask

The person chosen to accompany the client, except in special cases, must be over 18 years old and have full autonomy.

Serviberia: (511) 705-7285
Monday to Friday: 09:00 to 18:00 hours

Rest of the world: Iberia Booking Centre in your country.

The Iberia Medical Service is in charge of transport authorisation and assigning whether or not a companion is needed. Our team of specialists in aerial medicine will evaluate each particular situation and the requests that must be checked during booking. Serviberia in Spain or the Iberia Bookings Centre in your country will provide more information for you on this topic and much more.

  • If you are older than 6 but do not yet reach adult age, you can fly without a companion*.
    Our companion service for minors will give you support and ensure that everything goes as you planned at home. Your family will remain calm and you will enjoy your independence when travelling. Learn more on Serviberia

    *as long as you are not obligated and have no physical impediment due to your disability or reduced mobility, if necessary, to participating in your own evacuation and/or understanding the security instructions of our agents or the crew.

Special services for persons with disability or reduced mobility

  • • Transfers and accompaniment in airports. Transit through airports on occasions requires walking long distances or walking through installations that you do not know and which may tire and/or disorient you.

These circumstances are especially sensitive for those who have mobility problems, physical disability – visual, for example – intellectual disability, illnesses related with memory or, simply, have advanced age.

To break this barrier, airports have transfer and companion services which go from entering the terminal to the airplane seat, including the check-in, boarding or baggage drop-off and claim.

In the European Union, since the entry into force of EC Regulation 1107/2006, the service is offered by airport management. Outside the EU, airline companies are responsible for providing this service to their clients. Wherever you are, it is always free.

  • Special oxygen service: By request to Serviberia or the Iberia Bookings Centre in your country, we can supply oxygen for its use on board. This service is free of charge.

    Also, with prior request and confirmation that the apparatus meets the necessary security standards, you can use your own personal oxygen concentrator (POC).

  • Free transfer of mobility assistance and aid equipment In addition to the baggage allowance permitted by your plane ticket, we transport free of charge mobility and assistance equipment – chairs, crutches, walkers – and the healthcare material and medications that you normally need to cover your needs for up to two days in your destination.

    As such, for example, in addition to two pieces of luggage, you can travel with:

    • -a dialysis machine which does not exceed 50kg in weight*
    • -up to two pieces of mobility equipment: wheelchairs, walker…
    • -respiratory devices, CPAP, oxygen concentrators

    We have designed our operations so that people who need wheelchairs for their mobility have comfortable boarding access and have the chairs available in the shortest time possible.

    In fact, on certain planes whose capacity allows it, we transport in the cabin some of the assistance and mobility equipment, although this possibility will depend on the prior activity and/or characteristics of the equipment.

  • Transporting wheelchairs Assembly and disassembly. Preparing wheelchairs for travelling is sometimes complex and the difficulty of assembling or disassembling varies depending on the type of chair you use.

    • manual chairs: in most airports, it is possible to keep the wheelchair until the airplane, where it will be retrieved to prepare it for transport.
    • electric chairs: preparing these types of chairs depends on the type of batteries:
      • - wet cell batteries (spillable): the connections to the battery terminal must be removed to insulate and protect them.
      • - dry cell batteries (non-spillable): in this type of chair, the battery can remain installed if it is solidly attached. There is also no need to disconnect the poles if these are insulated and with the interrupter in the off position.

    In any case, we recommend that you go to the check-in counter two hours before the flight departure, which will provide us with enough time to ensure that your equipment is properly transferred. If you also provide us a copy of the manufacturer’s instructions, this will be a great help for us in our job and we will be more time-efficient and have with minimal risk.

  • Priority baggage delivery.

    The delivery of checked-in mobility and assistance equipment has priority over the rest of checked-in luggage from the flight. However, if any accident occurs, we will immediately substitute the equipment with another piece of equipment with similar characteristics until we achieve complete resolution.

    Your personalised information on Serviberia: (511) 705-7285
    Monday to Friday: 09:00 to 18:00 hours

  • Service animals and emotional support animals: welcome on board. Service and emotional support animals are welcome on board and, with prior communication with Serviberia, you can fly in the cabin next to your guide-dog.
    We also welcome emotional support animals which will be able to travel with you with prior presentation of your medical certificate. To prevent any boarding issue, provide this information ahead of time to Serviberia: (511) 705-7285
    Monday to Friday: 09:00 to 18:00 hours

  • Extra space: Individuals who due to their corpulence or any other need require extra space in addition to the space established by the seat width can learn more on Serviberia regarding the possibilities of acquiring an extra seat.

  • Other accessibility services Within the services designed to facilitate the air transport for persons with disability, we have security instructions and pamphlets written in Braille, subtitles, accessible websites and others, such as special meals that we try to adapt to your diet as long as you inform us if not at the moment of booking, at least 48 hours prior to the flight departure.
  • Special meals and food allergies
  • Flights for all tastes

    You can request different types of meals during the flight. If you are allergic to a food in particular, we recommend that you call Serviberia: (511) 705-7285
    Monday to Friday: 09:00 to 18:00 hours
    as we cannot guarantee its complete absence in the food or that another food has been exposed to the product to which you have the allergy during the production process.

    During booking: design your travel plan and request appropriate assistance

    The ideal moment to request any special service is when you make the booking. Serviberia (511) 705-7285
    Monday to Friday: 09:00 to 18:00 hours
    o Iberia Booking Centre in your country.. Our agents, advised by the Iberia Medical Service, will provide you the information that you need, book the most appropriate seat available and request the additional services needed.

    • We recommend that the special assistance request is carried out at least 48 hours before the departure of your flight and you can be assured that everything is available at your arrival.
    • Space out your connecting flights and pay attention to the adequate time necessary between the arrival and departure of your connecting flights. The times depend on many factors and generally you do not need the same time to connect between two domestic flights for example, as one domestic and an international flight.

      Ensure that the connection is in the same airport as, in certain cities, there may be more than one airport. As a general rule, we suggest spacing out flights, by at least one and a half hours, in order to ensure that you connect and enjoy total peace of mind throughout the journey.

    At the airport

    Within the territory of the European Union, assistance to Passengers with Reduced Mobility begins from the passenger’s arrival to the airport, where you must contact the entity in charge of the assistance service.

    Do not forget that with the implementation of European Union Regulation 1107/2006, ground assistance to Passengers with Reduced Mobility has become the responsibility of Airport Management or their delegated agents. In this way, airline companies need a short period of time to communicate the needs of our clients to the service manager.

    They will be in charge of providing the necessary assistance, facilitating your transit throughout the airport and helping you in check-in process with us, among other services. We will be ready to offer you a differentiated and priority boarding.

    Before travelling we recommend that you learn more on the accessibility conditions of the airports you will visit, as well as the minimum presentation times established by the respective Management.

    As a general rule we recommend that you arrive at the airport two hours prior to the scheduled flight departure. Your boarding will be priority.

    You can request this through us on serviberia (511) 705-7285
    Monday to Friday: 09:00 to 18:00 hours

    If you want to know more information on what AENA (Spanish Airports and Aerial Navigation) offers, you can read this file:
    Information on assistance to passengers with reduced mobility by AENA:

    If you are going to travel to the United Kingdom, on the website of Heathrow airport you have important information www.heathrowairport.com (Only in English).

    If your flight was operated by another airline company through code sharing agreements, learn more about the possible operating details of the other company, especially if this includes companies from outside the European Union.

    On board

    Our fleet is adapted to transport passengers with reduced mobility and, except for dimensions, the airplanes are prepared to permit more versatile forms of boarding and leaving the plane: by remote, by finger, through elevator or ambulift.

    • Seats with folding armrests located in the aisles.

    • Wheelchairs on board. On the airplanes and fleets whose dimensions permit it, a wheelchair is available on board to facilitate movement within the airplane for the passengers who need it.

    • Accessible bathrooms: Planes that cover the longer distance routes generally have adapted bathrooms with greater width, for the service, comfort and independence of persons with reduced mobility. Ask our crew for its locations and request that they accompany you to and from your seat if needed.

    • Normally, you will find these services on board Iberia airplanes. However, take into account that certain routes and destinations are performed in collaboration with other airlines, as such we recommend that you contact Serviberia or the Iberia Bookings Centre in your country to learn more about the specific options of the airplane model for your flight.

    Upon arrival

    If your flights end in any airport in the European Union and you requested the wheelchair transfer or accompaniment with sufficient advance notice, at your flight’s arrival the company providing the service will have received the information with your name, flight number and arrival time together with the assistance to be provided.

    Outside the EU, our personnel will provide the transfer assistance or accompaniment that you need.

    The transfer service and accompaniment includes baggage pick up.

    Priority baggage delivery: Assistance and mobility aid equipment has priority over the rest of the transported equipment.

    Suggestions and complaints unit

    • •Mobility equipment compensation

    Regarding auxiliary objects which facilitate mobility for disabled individuals, we adopt all the possible reasonable measures to prevent their loss or damage. In spite of this, in the cases when such a loss or damage occurs, we carry out the appropriate processes to satisfy the immediate mobility needs of the individual.

    Claims related with losses or damages to the mobility equipment or auxiliary elements must be carried out through the Iberia.com website.

  • How to make claims
  • Claims regarding assistance for persons with reduced mobility can be sent through the Iberia.com website or through post to the Client Attention Centre, P.O. Box 36.315, 28080 Madrid Spain.

  • Informational telephone line for PRM
  • You have at your availability the telephone number 02 036 843 774 which we attend to 24 hours a day from Monday to Sunday

    Application Regulations

    Iberia is a European Community Airline Company with license issued in Spain, which is subject to the regulation of the European Union and Spanish legislation, the respective national regulations and international treaties, when appropriate, as well as regulations provided by international air transport organisations.

    EC Regulation 1107/2006 from the European Parliament and Council on the rights of persons with disability or reduced mobility in air transport.

    EC Regulation 8/2008 about EU OPS regulations, regulation OPS 1.260.

    Law 51/2003, of 2 December, on equality of opportunities, no discrimination and accessibility for persons with disabilities.

    Royal Decree 1544/2007, of 23 November, which regulates the basic accessibility conditions and non-discrimination for the access and use of modes of transport for persons with disability.

    Operating Memo 04/01 of the Civil Aviation Administration of Spain.

    Resolution 700, and recommended practices 1700, 1700a, 1700c, 1700d and 1700e of the IATA.


    Travel with peace of mind. Ensure that all the services you require are organised so that everything is prepared for you and you can enjoy your flight and much more without concerns…

    • Request any special service that you may need at least 48 hours prior to the scheduled flight departure.
    • Go to the airport meeting point to contact the assistance service at least two hours before your flight departure.
    • When your trip includes one or more connecting flights, choose combinations with at least one and a half hour difference between arrival of the first flight and the departure of the next.

    See how this applies on flights operated by

    • British Airways
    • American Airlines
    • Finnair
    • US Airways

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