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Compromisso de serviço


O melhor serviço


Este compromisso, de carácter voluntário, está a ser adoptado pelas mais importantes Companhias aéreas da Europa. Dentro do nosso âmbito foi subscrito tanto pela Iberia como pela Iberia Regional Air Nostrum

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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.

Tomar medidas para agilizar o processo de check-in.

Com carácter geral, o tempo limite para a sua apresentação em check-in e portanto para ser aceite em qualquer voo de IBERIA é de 45 minutos antes da saída programada. É recomendável, não obstante que se apresente no aeroporto com antecedência suficiente para evitar esperas desnecessárias, especialmente nos voos internacionais, em que além do controlo de segurança, terão que efetuar o correspondente controlo de passaportes.

Nos principais aeroportos da rede da IBERIA existem agentes ambulantes pelas áreas de check-in, encarregados de distribuir com homogeneidade os tempos de espera entre os diversos balcões, a quem poderá recorrer em caso de se encontrar próximo ao tempo limite do seu voo. Em todo o caso poderá aceder aos balcões de último minuto, a partir de onde se realizam os fechos dos voos no check-in.

A IBERIA é pioneira no estabelecimento de sistemas alternativos de venda de bilhetes e de check-in, procurando sempre a simplificação máxima dos trâmites necessários para a sua viagem. No que se refere a check-in, o exponente de maior tradição é a obtenção antecipada no seu domicílio, em qualquer das nossas Lojas ou em Agencias de Viagens, do seu cartão de embarque, com o qual, se não tiver bagagem, poderá aceder diretamente à área de embarque do seu voo. Neste caso recomendamos que se identifique pelo menos 20 minutos antes da partida, na porta de embarque, na Sala VIP ou em qualquer balcão de informação da IBERIA, com o objetivo de confirmar o seu lugar.

Com este mesmo objetivo e em colaboração com diversas entidades, tais como Autoridades de Portos e Recintos de Feiras, a IBERIA oferece serviços de check-in fora dos aeroportos, operacionais durante a realização de determinados eventos.

Preocupados em encontrar novas fórmulas destinadas a simplificar os trâmites de viagem, desenvolvemos um novo sistema alternativo de check-in: o Auto Check-in. Graças a este novo sistema, pode solicitar desde uma troca de lugar à obtenção do seu cartão de embarque. Estas máquinas, instaladas nos principais aeroportos espanhóis, permitir-lhe-ão ganhar tempo e evitar filas nos balcões. Em suma, desfrutar de um serviço mais cómodo, prático e rápido.

Qualquer que tenha sido o sistema de obtenção de cartão de embarque utilizado e dos trâmites de segurança e/ou imigração que teve que realizar, é necessário ter presente que, com pelo menos 10 minutos de antecedência à hora programada de partida, deve estar acomodado no seu lugar a bordo do avião.

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.

Atendimento das necessidades das pessoas com mobilidade reduzida

A finalidade deste documento é melhorar a acessibilidade ao transporte aéreo das pessoas com mobilidade reduzida garantindo que as suas necessidades sejam compreendidas e atendidas e que a sua segurança e dignidade sejam respeitadas. Está dirigido às companhias aéreas que proporcionam serviços e facilidades nos aeroportos e aeronaves e serve de base para que se possa elaborar um Código ou (Códigos) de Conduta voluntário. Quando se elaborem os Códigos, serão tidas em conta as disposições apropriadas do Documento 30 (Secção 5) da Conferência Europeia de Aviação Civil (CEAC), e o Anexo 9 da Organização de Aviação Civil Internacional (OACI). Os referidos documentos proporcionam informação técnica e foram redigidos, após consulta da indústria do transporte aéreo, e dos organismos governamentais encarregados de estabelecer normas e práticas recomendadas.

Definição

São denominadas pessoas com mobilidade reduzida (PMR's) todas as pessoas cuja mobilidade é reduzida devido a qualquer deficiência física (sensorial ou de locomoção), deterioração das faculdades intelectuais, idade, ou qualquer outra causa de incapacidade, ao utilizar um meio de transporte e cuja situação requeira especial atenção e a adaptação dos serviços que estão à disposição de todos os passageiros às necessidades dessa pessoa.

Postulados Básicos

  • As PMR têm os mesmos direitos de liberdade de movimento e liberdade de escolha que qualquer outro cidadão. Isto serve tanto para as viagens de avião como para todas as outras situações da vida.
  • É da responsabilidade das companhias aéreas, dos aeroportos e dos agentes de serviços relacionados com ambos atender às necessidades das PMR. Deste modo, é da responsabilidade das PMR especificar as suas necessidades pelos canais adequados no momento adequado.
  • Deve-se proporcionar a informação necessária para que as PMR possam planear e fazer as suas viagens.
  • Os custos derivados do atendimento às PMR não se devem repercutir directamente nelas.
  • Incapacidade e doença não deverão ser equiparados, e portanto, não se deve exigir às PMR que efectuem declarações médicas acerca das suas incapacidades como condição prévia para a viagem.
  • Serão consultadas as organizações que representam as PMR nos assuntos relacionados com o atendimento dos mesmos.
  • Será proporcionada ao pessoal a formação apropriada para compreender e satisfazer as necessidades das PMR.
  • Os controlos de segurança e o controlo serão realizados de maneira a que a dignidade das PMR seja respeitada.
  • Deve-se permitir às PMR o maior grau de independência possível.

Práticas das Companhias Aéreas

Nenhuma companhia transportadora recusará uma PMR excepto quando este não possa ser transportado sem perigo ou não possa ser acomodado fisicamente ou quando não seja possível prestar os serviços específicos durante o voo. Quando o transporte for negado a uma PMR, as companhias explicarão de forma clara e explícita as causas da rejeição.

Os passageiros PMR que não sejam auto-suficientes, deverão viajar sempre acompanhados. A companhia aérea não presta assistência sanitária, higiénica ou de segurança. Para mais informações deverá consultar o departamento de reservas.

As companhias aéreas tentarão procurar opções técnicas e operativas para melhorar o acesso e as facilidades nos aviões de todos os tamanhos, especialmente quando sejam empreendidos trabalhos de acomodação importantes.

Nos casos em que não seja possível um itinerário directo para uma PMR, (por exemplo, devido ao pequeno tamanho do avião), as companhias aéreas esforçar-se-ão por propor uma alternativa aceitável.

Independentemente do tamanho do aeroporto ou da aeronave, a dignidade das PMR deverá ser respeitada nas formalidades para o embarque e desembarque.

As companhias aéreas proporcionarão a bordo, quando o espaço o permita, instalações adaptadas para facilitar a autonomia das PMR dentro dos limites sanitários, higiénicos e de segurança.

As PMR gozarão de igualdade quanto a opções de atribuição de lugares, com as limitações dos requisitos de segurança. As companhias aéreas explicarão de forma clara e explícita os motivos para a não atribuição de um assento específico quando o pedido não seja atendido por motivos de segurança.

Os cães-guias serão transportados na cabina em conformidade com as normas da companhia aérea e de importação nacionais. Quando forem transportados, não será cobrado nenhum preço. Não se cobrará às PMR o transporte dos objectos básicos que facilitem a sua mobilidade nem outros elementos essenciais auxiliares no caso de incapacidade.

As companhias aéreas devem tomar todas as medidas razoavelmente possíveis para evitar a perda ou dano dos objectos que facilitem a mobilidade ou de outros elementos auxiliares nos casos de incapacidade. Quando essa perda ou dano se produz, as companhias aéreas tomarão as medidas apropriadas para satisfazer as necessidades individuais imediatas de mobilidade.

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