Measures adopted as a result of Covid-19

So that you can plan your trip with peace of mind

Measures to let you change your travel plans

During these challenging times Iberia is implementing special measures to help you with your trip.

 

Vuelo seguro y flexible

Safe and Flexible Flight

Book now with Safe and Flexible Flight to guarantee flexibility for any COVID-19 disruption

Book now with the confidence of knowing that you can change the date of your flights free of charge or get a refund in the form of a voucher to swap for tickets and services on the Iberia website if you are affected by any of the following circumstances less than 15 days before the departure of your flight:

  • New entry restrictions have been established at your place of destination.

  • You are affected by the sudden introduction of compulsory lockdown or quarantine measures at your destination that cannot be avoided by testing negative for COVID-19 just before travelling.

  • You are suddenly subject to lockdown or quarantine measures in your place of origin (lockdown imposed for your region, province, town or hospital zone; a household member tests positive for COVID-19, etc.).

  • You yourself test positive for COVID-19.

  • Your vaccination appointment coincides with the dates of your flights.

In the first two cases, all you need to do is request it on our website [in Manage Your Booking] before check-in closes for the flight you are not going to be able to take.

If your situation is one of the following two cases, please send an email to salud@iberia.es with the following subject matter: Health + booking reference + option selected ("change") or ("voucher").
You also need to attach proof of why you cannot travel so that we can authorise it. Any of these three documents are valid for this purpose:

  • Medical certificate

  • Certificate issued by the authorities

  • Sworn statement, with the place, date and signature, explaining why you cannot travel.

 

You have 14 months to use the amount on the voucher, even if your ticket doesn't allow a refund or change. This means that you can use the amount as if it were cash for one or more flights to any destination and for anyone you want, until you have used up the voucher balance.

If you prefer to choose a more convenient time to travel, you can change your ticket to another date without any penalty.

*The above change and voucher refund options do not affect any other refund alternatives that apply to situations where you are unable to travel due to force majeure. In these cases, all requests must be submitted through our usual customer service channels.

IMPORTANT: The information provided below is for guidance purposes only.

Confirm your content and get more information about your specific situation by contacting the competent local authorities.


The information provided in this section is intended to guide passengers and potential customers step by step as they plan and prepare for their journeys. It is provided by Smartvel and includes data obtained from a variety of sources. You may not store, revise or record this information without express permission from Smartvel (subject to the terms and conditions available at https://www.smartvel.com/terms-and-conditions/). “Timatic®”, owned by IATA, is one of the sources of information, and Smartvel has obtained the right to use that information for this website (all rights reserved and subject to the terms and conditions available at http://www.timaticweb2.com/userterms). We cannot guarantee that this information is accurate and up-to-date at all times. We therefore strongly recommend that you check the regulations directly with the competent immigration and customs/border control authorities of the country you are visiting. Iberia assumes no responsibility for any decisions made on the basis of this information.

Read more

Iberia is doing everything it can to ensure that you can travel with peace of mind and plan your next trip.

We're resuming part of our flight schedule so we want to give you all the details about the entry and exit requirements for each country.

Click here to check whether there are any restrictions you need to bear in mind when planning your trip.

FAQs

We have lots of questions about Covid-19 but we don't have all the answers yet. However, we can help with the ones related to your flights. Here are the answers to the most frequently asked questions.
We hope you'll find them useful, but if there is anything that you are still not sure about, please ask us through one of our social media channels.

 

 

Safe and flexible flight

Book now with the confidence of knowing that you can change the date of your flights free of charge or get a refund in the form of a voucher to swap for tickets and services on the Iberia website.

Who is eligible for a "safe and flexible flight"?

All customers affected by any of the following circumstances less than 15 days before departure:

  • New entry restrictions have been established at your place of destination.

  • You are affected by the sudden introduction of compulsory lockdown or quarantine measures at your destination that cannot be avoided by testing negative for COVID-19 just before travelling.

  • You are suddenly subject to lockdown or quarantine measures in your place of origin (lockdown imposed for your region, province, town or hospital zone; a household member tests positive for COVID-19, etc.).

  • You yourself test positive for COVID-19.

  • Your vaccination appointment coincides with the dates of your flights.

Valid for tickets purchased with any payment method: cash, credit card, bank transfer, voucher or Cash&Avios.

What can I change and what's the deadline for requesting a change?

You can change the date, time and origin/destination without penalty on any flight in the booking.

All you need to do is request it on our website [in Manage Your Booking] before check-in closes for the flight you are not going to be able to take. Alternatively, you can contact Customer Services to explain the reason why you can't travel.

Name changes are not permitted.

Is there a change fee?

The change is free of charge if the fare of the new flight is the same. If the fare of the new flight is higher, you will only need to pay the difference.

If you meet the "safe and flexible flight" conditions, the change will be free of charge regardless of whether it affects the time, date and/or destination. If you do not meet the "safe and flexible flight" conditions and you request a change (on the same ticket or another), the fare terms and conditions will apply.

You must request the change before the departure of the flight. Otherwise, the terms and conditions of the original fare will apply.

If you meet the "safe and flexible flight" conditions, you can request a voucher refund. Otherwise, the refund conditions will depend on the fare.

How do I request a change?

You can request a change as usual through our website, our call centres or at any airport where we have a ticket office.

If you bought your ticket at a travel agency, please contact them so that they can process the change for you.

Vouchers, Changes and Refunds

My flight has been cancelled. What are my options?

You can request a voucher for the ticket amount (ticket + ancillaries, such as seat selection or an additional bag) to spend on one or several future bookings with the Iberia Group (Iberia, Iberia Express and Air Nostrum). You can request your voucher by iprocessing it through Manage your booking. and you'll receive it within five days.

Alternatively, you can change the dates of your flight. If you choose this option because you already know when you want to travel, you can process it through Manage your booking.

Or if you prefer, you can request a refund of the ticket and ancillaries. To do this, please go to (+32) 02 585 51 98. This is manual process so it will take a little longer to send it to you and we therefore kindly request your patience.

When and how can I use my voucher?

You can use your voucher to pay for any flight to any destination in our network, including codeshares as long as one of the routes is operated by the Iberia Group (Iberia, Iberia Express, Air Nostrum), and for anyone you want.

The process is very easy. Choose the departure airport, destination and dates, and when you reach the payment page just enter the code indicated on the voucher. The amount will automatically be discounted from the total cost of the ticket. And if there's any leftover balance, you can use it for another booking later on.

Please check our voucher page for any other questions about how to request or use a voucher, including using it to pay for ancillaries services (e.g. insurance, car hire, etc.).

I bought my ticket at a travel agency. Can I request a voucher or refund?

Yes, but you need to contact the agency so that they can process it.

Flights

When will scheduled flights to all the other destinations resume?

We're resuming part of our flight schedule so we want to give you all the details about the entry and exit requirements for each country.

Check in "Country requeriments" whether there are any restrictions you need to bear in mind when planning your trip.

Are there any codeshare flights with other airlines?

Regarding codeshare flights with other airlines, please check with the carrier in question to find out whether the flight is operating or not.

How do I know if my flight has been cancelled?

We'll send a message to the email address or telephone number you supplied. We therefore recommend that you enter your details in Manage your booking.

If you bought your ticket at a travel agency, they will keep you informed. However, we still recommend that you go to Manage your booking and enter your details so that we can let you know about any disruption.

Can I travel with my pet?

We are still operating our pet transport service. Remember, you must book this service through (+32) 02 585 51 98.

To check the conditions and documents required, please go to Pets.

Can I book the unaccompanied minors (UM) service?

We are still operating our unaccompanied minors service. Remember, you must book this service through (+32) 02 585 51 98.

To check the requirements and all the necessary information, please go to Children travelling alone.

Travel tips

Do I need to wear a face mask?

In line with the current regulations, the use of a surgical mask or one providing greater protection (without an exhalation valve), covering the nose and mouth, is compulsory for everyone aged six and over when boarding the plane and throughout the flight. If you are not wearing a mask, we will be obliged to deny you boarding.

Passengers who cannot use the obligatory face mask for exceptional health reasons must contact the Iberia Medical Service. If this is your case, you must go to an Iberia desk at the airport and present the Iberia medical authorisation and the negative result of a PCR test taken no more than 72 hours before the departure of the flight, as well as any health tests and documents required by the local authorities at the destination.

Are the check-in desks open?

We have a small number of check-in desks open at the airports where we operate.

Are there measures to ensure social distancing?

To maintain a safe distance we have installed physical barriers and Tensabarriers, screens at desks and marks on the floor. We have also adjusted our procedures to attend to customers in a way that keeps everyone safe.

Where is the new Air Shuttle check-in area?

From November 16, the Shuttle Service area at Madrid airport has been reopened. In Barcelona airport, this service will continue at the counters 260-262 in T1, Main (Level 3), where check-in closes 45 minutes before the flight departure.

What measures have been taken to ensure safety on board?

  • The use of face masks is compulsory for the crew and all our customers throughout the flight.

  • All our aircraft are fitted with a ventilation system that prevents the virus from spreading. Once the doors are closed, the pressurisation commences. The air extracted from the engines reaches a very high temperature, destroying bacteria and disintegrating viruses.

  • Our crew are fully trained and have the necessary resources to intervene if they detect any suspicious cases.

Are the aircraft disinfected?

As well as disinfecting our aircraft, we've reinforced the cleaning procedure on board and in all the places where we have contact with customers: desks, buses between the aircraft and terminal, and all surfaces inside the aircraft.

Is there an on-board service?

On short and medium-haul flights we've suspended the catering service and distribution of magazines to avoid contact. With regard to long-haul flights, we are currently only operating repatriation flights on which we are using disposable items and sanitising all linen after each flight.

Iberia Plus programme

Since I can't fly at the moment, will my Avios expire?

Your Avios are not going to expire. As long as you carry out some activity with one of the programme partners and use your Iberia Plus credit card, such as filling up your car, your Avios will be valid for another 36 months.

 

Can I use my Avios in the current situation?

You can use your Avios on all the scheduled flights we are operating. 

How has the crisis affected the maintenance of my Iberia Plus card level or progression to the next level?

We've implemented flexibility measures to maintain the card level or move up to the next level, irrespective of activity between January and March 2020.

How can I change or get a refund for tickets purchased with Avios?

If you bought your ticket with Avios or Avios&Money, please request a change or refund through the Call Centre or by filling in the Iberia Plus help form. If you request a refund, we'll credit the Avios to your Iberia Plus account and refund the taxes to the payment card you used to buy your ticket. This is a manual process so it may take us a little longer to confirm your request. Thank you in advance for your patience.

If you used your Avios to get a discount on the price of your ticket, we will refund the entire amount by means of a voucher through Manage Your Booking.

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