• The ticket number must begin with 075.

• Customers affected by any of the following circumstances less than 15 days before departure:

  • New entry restrictions have been established at your 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.

  In the first two cases, all you need to do is request your voucher through 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 + "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.

• Request it before the departure of your flight.

For tickets purchased directly on iberiaexpress.com (the ticket number will begin with 060), you must request your voucher through this link.

Once you've submitted your request, we'll send a voucher for each passenger in the booking to your email address. This process takes approximately 5 days.

• Vouchers requested before 28 May are valid for use up to 30 June to travel by 30 September 2021.
• Vouchers requested between 29 May and 3 November 2020 are valid for use and travel up to 31 December 2021.
• Vouchers requested after 4 November 2020 are valid for use and travel for 14 months from the voucher request date.

You can find out more about the conditions and validity of your voucher under “Check and manage your vouchers”.
Remember, you can use your voucher for any direct flight or a connecting flight where at least one of the routes is operated by Iberia, Iberia Express or Iberia Regional Air Nostrum.

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.

You only need to submit one request per “booking reference” indicating the details of one of the passengers.

We'll issue a voucher per passenger in the booking. This will include the amount paid for the ticket and any ancillaries purchased (seat selection, bags,...).

We'll send all the vouchers to the contact email indicated on the form.

This option isn't available at the moment but we're in the process of setting it up to be able to offer it as soon as possible.
If the refund voucher is not for all the passengers in the booking, you will have to request it through the call centre.

If you've already undertaken part of your journey you can request a voucher for the remainder. You'll receive a voucher for amount corresponding to the flight not taken.

You can still request a voucher even if you've previously changed the date. However, your ticket must meet the terms and conditions.

Vouchers can only be used to book flights on iberia.com.

You can use your voucher and still get the resident or large family discount.

You can't request a voucher if your refund is being processed or you've already received it.

If your ticket meets the terms and conditions and you've received an email stating the opposite, it may be because you've requested it more than once. The system automatically sends a non-compliance notice in the case of repeated requests.

You should receive the voucher in the next few days. If you don't, please contact us.

The process that sends the flight cancellation notice doesn't detect whether a voucher request has already been submitted, so you can ignore this instruction. You'll receive your voucher within the next few days.

Flight + car and flight + hotel packages are managed by British Airways Holidays Limited. If your flight + car or flight + hotel booking is directly impacted by COVID-19, we will contact you before your departure date, without you having to worry about anything else. To enquire about changes or refunds for holiday package bookings made on Iberia Holidays, please write to the following email address: Vacaciones.iberia@ba.com.

If you purchased Allianz travel insurance with your flight, please, contact the insurance company. To do so, you can either reply to the policy confirmation email or send a new email, indicating the policy number, to comercial.es@allianz.com.

For more information on travel insurance, please click on the following link: https://allianztravel-info.com/es

If you've booked a car through an Iberia channel and the start date is before 1 May, you can request the cancellation and full refund or date change provided that you do so before the start date of the booking.

For car hires after 1 May, there won't be any penalty if you change your booking at least 72 hours before the start date.

To manage a car hire booking, please go towww.rentacar-iberia.com or write to reservas.internet@abg.com.