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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.