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.