Iberia Club programme general conditions

• •Iberia Club (hereinafter, "Club", "Programme" or "Iberia Club") offers cardholders the possibility of earning Avios and Elite Points by consuming the products and/or services of Participating Companies and afterwards exchange them for further products and/or services of these companies. The system for collecting and exchanging Avios will be subject to the conditions established at all times (hereinafter "Operating Conditions").

• "Participating Companies" or "Partners" are the organisations that have joined the Iberia Club Programme through a participation contract. These Companies make certain services available to cardholders, use of which can generate Avios and/or Elite Points or be paid for by charging them to Avios. There are no conditions regarding how to collect/redeem points that apply to all participating companies. The Cardholder should check which conditions apply for each product/service offered before carrying out actions to earn/use points.

• “Cardholders” or “Iberia Club Cardholders” are individuals aged over two (2) who, having joined the Club via the channels Iberia has enabled to this end at all times and having read and accepted the conditions (basic and operating conditions for participating in the Club).

  When registering with Iberia Club, the customer will be required to protect their account with a personal and non-transferable password, the purpose of which will be for Iberia Club to identify the customer in order to manage their account in the different channels enabled.

  To guarantee Cardholders that their data is reviewed and managed correctly, Iberia Club offers them the option of accessing their profile at iberia.com, the Iberia App or using the other channels enabled, identifying themselves by means of their Iberia Club Cardholder number and their log-in Password.

  Minors aged over 2 and under 18 may apply to be Cardholders provided that their parents, guardians or legal representatives have correctly filled in, signed and sent the corresponding application for minors wanting to becoming Iberia Club members to Iberia using the channels enabled to this end. By submitting this form, the father, mother, guardian or legal representative of each minor, on behalf of the latter, accepts the General and Operating Terms and Conditions of the Iberia Club Programme, as well as Iberia's Data Protection Policy. The representatives of the minors will be responsible for the use made by the minor and Iberia shall be held harmless from any liability in this regard. In cases when minors aged between 2 and 18 come of age and do not wish to continue to be an Iberia Club Cardholder, this must be communicated to the in writing using the channels enabled to this end.

  Removal from the Programme can be requested by the cardholder at any time and will have immediate effects.

  The Programme reserves the right to cancel the account, withdraw the level and pursue the relevant liabilities from any Cardholder who makes improper, abusive or fraudulent use of the benefits and/or prerogatives of the Club or its associated levels or who fails to comply with the rules and procedures contained in the General or Operating Terms and Conditions.

• Each Iberia Club account is personal and non-transferable. The number assigned to each Cardholder by Iberia will identify the name and surname of the Cardholder, as well as their personal account number, entitling them to participate in the Club and enjoy the associated benefits. In case of any incident involving their account, the customer must report it to their Iberia Club Service Centre, and the Programme will not be liable for any improper or fraudulent use that may be done from the account before this notification is received.

• There are several Iberia Club levels, depending on the number of flights taken or Elite points earned within the period that goes from 1 April of each year to 31 March of the following year. The conditions applicable to accumulating Elite points and flights eligible for levelling up must be consulted at all times under the corresponding section at Iberia.com.
  On 31 March each year, the Iberia Plus level of all Programme Cardholders will be updated, counting the Elite Points obtained and/or flights taken by the Cardholder up until that date. When the conditions for a change of level are met, the benefits associated with the Cardholder's immediately preceding level Iberia Club will cease to be in force and the benefits associated with the new Card Level will take effect from that date.

• Avios and Elite Points cannot be exchanged for cash or other goods not specified by the Programme. Avios and Elite Points cannot be accumulated with those granted as part of any other Programme other than Iberia Club in which the Partners participate, notwithstanding any agreements between Iberia and other airlines that allow Avios to be transferred between the corresponding accounts when the Cardholder also has an account with those programmes.

• Obtaining Avios and Elite Points is, generally speaking, specific to the Cardholder: in other words, a Cardholder can only obtain Avios and/or Elite Points for products or services consumed directly by the Cardholder themselves. To find out more, as well as possible exceptions to this rule, please refer to the Operating Terms and Conditions of the Iberia Club Programme, as well as the Obtaining Avios and/or Elite Points terms and conditions established by each Partner, published under the corresponding section at Iberia.com.

• Due to the nature of the Programme, the Cardholder must take into account and accept that the information published in relation to Participating Companies, available destinations, applicable mechanisms and corresponding tables at any given time is illustrative only. Participating companies are linked to the Programme through a temporary contract. The mechanisms and tables for obtaining them form part of this contract, meaning that these elements may be changed at any time depending on the agreements reached between Iberia or another company managing the Programme and the participating company. Any substantial update or variation to these terms and conditions will be duly published before taking effect at iberia.com.

• The Cardholder is entitled to lodge a claim when, in your opinion, the information regarding your account and/or movements submitted by the Programme or provided via Iberia.com is incorrect or any of the participating companies have unduly refused to award you Avios and/or Elite points or other benefits.
  In all of these cases, Iberia’s liability is limited to the rectification of the error as soon as you can provide irrefutable evidence of your entitlement before the Partner from which the service was contracted. You should always keep a copy of documents you send to the Partner in question to uphold your claim in the event of misplacement. During telephone communications, you must prove your identity by answering personal identification questions posed by the service operator.

• Iberia is only liable and will guarantee you the crediting of Avios and/or Elite Points that were not recorded at the time in accordance with the conditions applicable in each case.
  Iberia will not be held liable for any claims deriving directly or indirectly from relations (contractual or otherwise) between members and Iberia Club Programme Partners for the use/acquisition of services/products of said companies, and regardless of whether that relationship occurred in a transaction to obtain or redeem Avios and/or Elite points.

• A monthly check will be performed of the expiry of the total Avios balance, applicable to customers who have not made any movement to earn or use Avios in 36 months. For these purposes, Avios transfers carried out between the "British Airways Club", "Vueling Club" and Iberia Club programmes and any other programme that uses Avios as currency are not considered movements as they do not involve collection or redemption. Transfers between Iberia Club Cardholders are also not considered movements.
  Cardholders, regardless of their own responsibility to follow and control their Avios account, will have information on the date their balance is due to expire will appear on their balance and movements statement when, according to the check date of the last transaction in the Iberia Plus system, there are six months or less prior to expiry.

• In the event of cancellation of the Programme, this will be notified to the Cardholders, providing them, from the date of notification, one (1) additional month to credit Avios and Elite points and three (3) months to redeem the full amount of Avios appearing on their account without them, from that time, being able to make any claim against Iberia or any group company or managing company of the Programme for this reason.
  The Programme shall be cancelled without the need for any prior warning or liability of any kind, and the provisions listed above in this point will not apply, should circumstances of force majeure or legal impositions occur at any time that prevent its continuity or development.

• Iberia may modify the working structure of the Programme at any time. In this case, provided that substantial changes are introduced in the mechanics of the Programme, Iberia will notify its customers by email and on its website at least one (1) month in advance of the new operating structure and the date from which it will take effect.
  If the date it comes into effect is not indicated, it shall be understood that the modifications are effective one (1) month after the email is sent and/or the information is published on the website, whichever occurs first. If you do not wish to continue in the Programme you may redeem the whole sum of the Avios in your account within a period of three (3) months from the notification date.

• These General Terms and Conditions are complemented by the “Operating Terms and Conditions of the Iberia Plus Club”, which contain the details of the process for earning and using Avios and Elite Points, with the specifications that apply to each type of operation, and which are available always in updated form at iberia.com.
  The General Terms and Conditions and the Operating Terms and Conditions form a unit and will be interpreted and applied in accordance with the Laws of the Kingdom of Spain, with the Spanish version prevailing over other translations. Customers will assume the liability derived from the use of the Programme in their respective countries of residence in accordance with the applicable local legislation in each case.

  For any question that may arise in relation to the interpretation and application of these General Terms and Conditions and the Operating Terms and Conditions, the parties, who expressly waive any code of law that may correspond to them, submit expressly to the jurisdiction of the courts and tribunals of the city of Madrid.

Iberia Club is committed to respecting your privacy and protecting your personal data, in pursuant to the Personal Data Protection Policy published at iberia.com.

The Programme includes both Airline Partners and Non-Airline Partners.

• The group of Airline Partners includes:

  • Iberia Líneas Aéreas de España, Sociedad Anónima Operadora (Iberia), Iberia Express, S.A.U. (Iberia Express), and Air Nostrum Líneas Aéreas del Mediterráneo, S.A. (Iberia Regional/Air Nostrum); jointly and exclusively for these purposes, referred to as the Iberia Group.

  • FlyLevel Barcelona LH, S.L. (FlyLevel)

  • Vueling Airlines, S.A. (Vueling)

  • British Airways Plc. (BA)

  • Airlines of the oneworld alliance.

  • Additionally, any other airlines with which Iberia has entered into a participation agreement in Club Iberia Plus and are published at any given time in the corresponding section of iberia.com.

• The group of Non-Airline Partners includes all brands of goods and services that are not airlines and with which Iberia has participation agreements in the Programme. For these purposes, purchases made through the "Iberia Plus Store" portal will also be considered as a Non-Airline Partner.

• Hereinafter, the Airline Partners and Non-Airline Partners will be referred to collectively as the Partners or the Programme Partners.

By linking the Club Iberia Plus account to the activities carried out both with Iberia and the Programme Partners, two different types of points can be earned simultaneously and independently: Elite Points and Avios.

• Elite Points (or EP) are those points that allow access to and maintenance of the levels of the Club Iberia Plus. Elite Points are earned both by using tickets and/or additional services of Iberia and other Airline Partners of the Programme and by purchasing goods and services from Non-Airline Partners, as established in each case. The determination of the number of Elite Points earned will be governed by the criteria defined for Iberia and each Partner at any given time, as duly published on iberia.com. Not all Partners are eligible to obtain Elite Points. Additional Elite Points may also be obtained through special or promotional campaigns.

• Avios are the points that can later be redeemed for tickets, goods, or services from the Programme Partners. Avios are earned both by using flights, services, and products of Iberia and other Airline Partners of the Programme and by purchasing goods and services from Non-Airline Partners, under the applicable terms and conditions at any given time. Additional Avios may also be earned through special or promotional campaigns. The Avios obtained will be added to the customer's balance, which may be used for the services and products of Iberia and its Partners in which their Programme allows payment with this currency. The earning of Avios from Non-Airline Partners will be established for each Partner as published on iberia.com at any given time.

The earning of Avios and Elite Points is not mutually exclusive: both can be earned simultaneously in a single transaction. To do so, it is a necessary and indispensable requirement: (i) to already be a member of the Club Iberia Plus (Club Iberia Plus Holder); and (ii) to identify as such when making a reservation at the time of check-in for Iberia Group flights and other Airline Partners or when purchasing goods or services from any of the Programme Partners.

The Programme Partners will inform, in each case, which types of services and/or fares generate Avios and/or Elite Points and under what conditions or proportion, according to the expenditure incurred. The number of Avios and Elite Points accrued in each transaction will correspond to the fare or service contracted by the customer, regardless of any additional benefits that the Programme Partners may grant to their customers, such as cabin upgrades, room upgrades, etc.

The Programme Partners shall, in each case, inform participants regarding which types of services and/or fares generate Avios and/or Elite Points, as well as the applicable conditions or proportions based on the expenditure incurred. The amount of Avios and Elite Points accrued in each transaction shall correspond to the fare or service effectively contracted by the customer, irrespective of any additional benefits that the Programme Partners may grant on a discretionary basis, such as class upgrades, room upgrades, or similar enhancements.

In the case of Iberia and the Airline Partners, Avios and Elite Points shall be granted to the Club Iberia Plus Holder whose name appears on the airline ticket or the agreement with the relevant Partner. Accordingly:

• When a flight reservation is made for multiple passengers, each Club Iberia Plus Holder shall receive the Avios and, where applicable, Elite Points corresponding to their individual ticket, regardless of who made the payment for the reservation or purchase. If any of the passengers is not a Club Iberia Plus Holder, they shall not receive Avios or Elite Points for that reservation.

• As an exception to the foregoing, vacation packages that include flights, hotel accommodations, or car rentals, among other services, purchased through Iberia.com via the Partner BA Holidays for trips departing from Spain, shall allow the Club Iberia Plus Holder making the payment for the package to earn Avios and, where applicable, Elite Points for the total purchase amount. This accrual shall be independent and additional to the Avios and Elite Points that each passenger may earn for the specific flight/air ticket purchased within such package.

For flights marketed or operated by the Iberia Group, the crediting of Avios and Elite Points shall occur 24 hours after the completion of the flight. For all other Programme Partners, the crediting of Avios and, where applicable, Elite Points shall be carried out in accordance with the procedure established by each respective Partner whose services have been used.

The automatic recording of Avios and Elite Points shall be guaranteed only if the Programme membership has been duly verified and recorded in the reservation. In the case of Airline Partners, such recording shall be ensured upon prior identification as a Club Iberia Plus customer during the flight reservation or check-in, by presenting the Club Iberia Plus membership card.

For flights operated by airlines of the Iberia Group or Vueling, where the Club Iberia Plus Holder has not identified themselves as such at the designated times, they may still request the recording of the corresponding Avios and, where applicable, Elite Points exclusively through the "Unrecorded Avios" form available in the Holder’s personal account area, provided that the request is submitted within six (6) months following the flight date.

For requesting the crediting of flights operated by other associated airlines, the passenger must submit images of the boarding passes along with a copy of the electronic ticket through the designated form.

To request the crediting of Avios and/or Elite Points for services contracted with Non-Airline Partners, the Club Iberia Plus Holder must contact the relevant Partner directly and provide documentary evidence of the transaction, such as a copy of the hotel invoice or proof of purchase for the goods/services in question issued in the name of the Club Iberia Plus Holder, a copy of the vehicle rental agreement, or similar supporting documents.
In most cases, the specific conditions applicable to each Programme Partner may be consulted on iberia.com.

Exceptionally, new Club Iberia Plus Holders may request the retroactive crediting of Avios and, where applicable, Elite Points for flights operated by Airline Partners that qualify for accrual, provided that such flights were taken within three (3) months prior to the enrolment date in the Programme. Additionally, for purchases of goods and services with Non-Airline Partners, retroactive crediting can be requested for transactions made up to one (1) month before the enrolment date.

Services obtained with Avios (whether fully redeemed with Avios or partially paid with Avios and money) and, in general, any operation involving the use or redemption of Avios, will not generate Avios or Elite Points. Furthermore, such transactions will not count towards the minimum flight requirements for maintaining or upgrading the Club Iberia Plus membership levels.

However, if a ticket is purchased with a discount in exchange for Avios, the corresponding flights will generate Avios and Elite Points and will count towards the required flights for upgrading or maintaining the Club Iberia Plus membership level.

Under no circumstances will Avios or Elite Points be accrued for airline employee discount tickets, special travel agent fares, or fares derived from commercial agreements.

Iberia and the Programme Partners reserve the right to exclude certain fares, products, and/or services from Avios and/or Elite Points accrual, according to the exceptions published at any given time in the relevant sections of iberia.com.

Iberia also reserves the right to modify the conditions of the Programme, including rules regarding the accrual and redemption of Avios and Elite Points, as well as the rights and obligations of the Club Iberia Plus Holders.

For redemption purposes, Avios earned through the services of any Programme Partner will have the same nature and, therefore, the same value among themselves.

Tickets issued are personal and non-transferable.

Services redeemed with Avios can only be issued in the name of:

• The Club Iberia Plus Holder.

• The frequent accompanying beneficiaries designated: these beneficiaries can be added or removed by the Club Iberia Plus Holder at any time, but exclusively through the personal area of the Holder on iberia.com.

• The Holder's travel companion: this is the person who, having booked and issued their ticket simultaneously with the Holder, flies with them on all segments of the trip (round trip).

The issuance of a service redeemed with Avios can be carried out through iberia.com or any other means enabled by Iberia, or, where applicable, by the Participating Companies.

The Club Iberia Plus Holder is directly responsible for paying airport taxes and any other fees incurred as a result of transactions involving Avios. Additionally, tickets redeemed with Avios may be subject to an operator fee. The issuance of a ticket redeemed with Avios is subject to the availability of sufficient Avios in the Club Iberia Plus Holder’s account and to the availability of reservable seats with Avios on the selected flight.

Avios can only be redeemed according to the conditions established at any given time with the Programme Partners. In the case of the Club Iberia Group and other Airline Partners, different fare classes allow Avios redemption under varying conditions, such as Vueling Fare, Basic Fare, Comfort Fare, Premium Enonomy Comfort Fare and Business Comfort Fare."Redemptions of tickets with Avios for Iberia Group flights will be exclusively on tickets issued with Iberia’s ticketing code (075 ticket code).

Tickets redeemed with Avios may only be issued for flights operated by Vueling under Iberia's flight code, subject to the applicable Avios redemption table in force for the Vueling Fare.

The reservation and issuance of tickets redeemed with Avios for flights operated by Vueling under Iberia’s flight code will be immediate, and all reservations will function as independent bookings, even when connected flights operated by Iberia are included. Any applicable service fees and other charges will be accounted for separately by Vueling.

Travel involving tickets issued with Avios that include flights operated by Iberia Group airlines in combination with flights operated by certain oneworld alliance Partners or any other Airline Partner of the Programme, or exclusively with any other Airline Partner of the Programme, shall be subject to the conditions established at any given time with such Partners. These conditions can be consulted on iberia.com. The validity of a ticket shall be a maximum of one (1) year from the date of issuance. Tickets redeemed with Avios that are lost, stolen, or destroyed shall be treated in the same manner as paid tickets. Compensation for delays, cancellations, involuntary downgrades, or denied boarding for passengers holding tickets redeemed with Avios shall be governed by the applicable regulations in force at the time, as established for passengers holding paid tickets.

Iberia and other Partner Airlines reserve the right to establish, at any time, a limited quota of seats available for the issuance of tickets redeemed with Avios.

For travel undertaken with Avios when flights include airlines belonging to the oneworld alliance (either Iberia and one or more oneworld airlines, or two or more oneworld airlines other than Iberia), the only requirement is that the point of departure and the final destination must be the same (up to eight flight coupons may be included). If multiple intermediate points are required to reach the final destination, such points may differ.

Tickets that include a segment operated by a oneworld airline and/or under bilateral agreements do not allow for changes or refunds. In the case of itineraries including flights operated by Iberia, Iberia Express, or Iberia Regional/Air Nostrum, a route change may be permitted, provided that no flight segment (coupon) of the ticket has been used. Such a change will be carried out by cancelling the existing ticket and issuing a new one. Notwithstanding the foregoing, the Programme reserves the right to introduce special classes of tickets redeemed with Avios, in which route changes, cancellations, or other modifications will not be permitted, as specified in the applicable redemption table. The conditions applicable to each ticket redeemed with Avios shall be kept up to date on iberia.com.

Flight reservations and issuance of tickets with Avios can only be made via iberia.com or any other means enabled by Iberia.

The issuance of a ticket redeemed with Avios for flights operated by Iberia, Iberia Express, Iberia Regional/Air Nostrum, or any other Airline Partner may be carried out through iberia.com or any other means authorized by Iberia.

At Iberia Sales Offices, tickets will only be delivered to the customer or an authorized person upon verification of their Avios balance and signature of the corresponding receipt.

When presenting at check-in with a ticket redeemed with Avios, the customer or beneficiary must provide a valid identity document issued by their country of nationality if required by the check-in agent.

Failure to provide sufficient identification will prevent boarding on the flight.

1. Nature and purpose of the Family Account

The Family Account is a feature of the Iberia Club Programme related to the use of Avios that allows certain account holders (specified in Point 2) to pool the individual balances of up to seven (7) members in order to facilitate the joint use of Avios to purchase Iberia tickets and/or other services available at any time in accordance with the applicable General and Operating Conditions.

The Family Account is a mechanism for the joint use of Avios, not the transfer of Avios. Each member therefore retains individual ownership of the Avios assigned to their Iberia Club account, without prejudice to the provisions on joint redemption described in this Section.

2. Requirements for the creation of a Family Account

a) Iberia may modify the configuration of the minimum tier at any time for operational, commercial or risk management reasons. Any such modification will be announced with due notice, as per the General Conditions, except for reasons of security or fraud.

b) The member who creates the Family Account will become its Primary Account Holder once the first guest accepts the invitation sent through the channels provided. The role of Primary Account Holder does not grant additional privileges over the other members of the Family Account, beyond those described in Point 6.

3. Composition of the Family Account

a) A Family Account may comprise up to seven (7) Iberia Club members, with no age limit.

b) Members may be adults or minors. The inclusion and administration of the latter must be conducted in accordance with the rules applicable to minors in the Iberia Club.

c) All members must have an active Iberia Club account.

4. Inclusion of members

a) The inclusion of members will be carried out exclusively by invitation sent by the Primary Account Holder from their private area.

b) The Family Account will be deemed created when the first guest accepts the invitation, at which point the sender will become the Primary Account Holder.

c) As a verification mechanism, each invited member will be required to enter the Primary Account Holder's date of birth during the invitation acceptance process. The Primary Account Holder will therefore have to provide their date of birth to create the Family Account.

c) Iberia may establish, at any time, a period of up to seven (7) days from the acceptance of the invitation, during which the new member will remain in "pending" status and will only be able to use their individual balance without access to the pooled Family Account balance. Iberia reserves this right expressly for operational and fraud prevention reasons.

(e) All members will receive a notification when a new member joins, indicating their basic identification details.

5. Minimum membership period

Each member must remain for a minimum of twelve (12) months after joining the account, after which time they may request cancellation of their membership through the website.

6. Powers of the Primary Account Holder

a) Add or remove members from the Family Account, respecting the minimum membership periods.

b) Dissolve the Family Account by disassociating each of its members.

The other members may not request the removal of any other member, except in their capacity as legal representatives of minors.

7. Membership cancellation

a) Non-primary members may request cancellation of their membership for justified cause through the established channels.

b) When a member cancels their membership, all the other members will be notified by email, indicating, at least, the full name and the Avios balance of the departing member. The departing member's balance will no longer form part of the Family Account.

c) After leaving a Family Account, the member who disassociates their account will keep the individual balance of Avios that they had at the time of leaving the account.

8. Death or membership cancellation of the Primary Account Holder

a) In the event of the death or membership cancellation of the Primary Account Holder, the adult members must appoint a new Primary Account Holder within three (3) months.

b) If they fail to do so, the Family Account will be dissolved.

9. How the Avios balance works

a) The Avios earned by each member will be recorded individually.

b) For redemptions made from the Family Account, the balance will be deducted proportionally from the individual balance of each member at the time of redemption.

c) Any member may redeem Avios from the Family Account, regardless of who earned them.

d) A notification will be sent to all members each time Avios are used, identifying the person who used them and basic information about the transaction.

10. Using Avios for bookings

For bookings using Avios, tickets may be issued to anyone, whether or not they belong to the Family Account.

The pooled Avios balance in the Family Account may be used to purchase any ticket marketed through Iberia.com, regardless of the operator airline. This pooled balance can also be used to book experiences and products of associated brands (hotels, cars, activities, etc.), Global Currency Balance, Donate Avios, Vueling Wallet and Maridae, but not to transfer Avios, for which purpose the individual balance will be used.

If Iberia detects fraudulent use of the Family Account balance, it reserves the right to restrict the use of those Avios to members of the Family Account.

11. Expiry of the balance

a) The expiry of Avios will be individual for each member, in accordance with the general rules of the programme.

b) If there is at least one member with Plata tier or higher who has earned or redeemed Avios in the last 36 consecutive months, the balance of the remaining members will not be subject to expiry as long as this circumstance remains the case.

12. Access to account information

All active members will be able to access the status of the Family Account in their private area, including:

• Transactions

• Individual and total balances

• Minimum information about transactions made by other members against the pooled Avios balance.

13. Cancellation of the "Family Account" product

Iberia may suspend or cancel the functionality of the Family Account at any time for operational, commercial or security reasons, in accordance with the general rules for modifications to the programme. To the extent of its possibilities, Iberia will announce such modifications in advance.

In the event of cancellation, the Family Account will be automatically dissolved and each member will maintain their individual account with the Avios balance assigned to them at that time.

14. Fraud prevention

Iberia may apply additional control measures, including the establishment of the "pending" period mentioned in Section 4, time limitations and additional verification requirements, if it detects risk patterns, misuse or possible fraudulent activities.

15. Other provisions

In all matters not expressly regulated in this Section, the other General Conditions of Iberia Club and the Iberia Data Protection Policy will apply.