We strive to answer all your questions

Here you will find answers to the questions most frequently asked by our customers. Look through the list or click on ten frequently asked questions to see the answers to common questions about Iberia Plus.


Expiry of your Avios

What is a codeshare flight?

Iberia maintains agreements with other airline companies for selling seats on certain routes operated by them under the code IB4XXX, IB7XXX. These are called "Shared Code Flights" and Iberia Plus clients will earn Avios on all of them. However, tickets against Avios are not available on IB4XXX, IB7XXX shared-code flights.*
Bear in mind that this benefit only applies to getting Avios and not to the possibility of issuing tickets paid for using Avios to fly with these companies.

(*) one world alliance (American Airlines, British Airways, Cathay Pacific, Finnair, Jal, Lantam, Malaysia Airlines Malev, Qantas, Qatar Airways, Royal Jordanian, S7 Airlines) and with airlines associated with Iberia Plus such as Avianca, and Royal Air Maroc.

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Can I send a ticket charged to Avios from Madrid to my son who is studying in London?

Yes, provided your son appears as a beneficiary of your Iberia Plus card. The procedure is simple: after booking by telephone with the Service Centre, indicating the circumstances, go to any Iberia Sales Office with your booking number. There, tell them the Iberia office where you want the ticket charged to Avios to be deposited (for example, the Iberia Sales Office in London). We will give the ticket to your son at our sales offices in the capital of the United Kingdom.

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What do I need to do to name or change the beneficiaries of my Iberia Plus card?

If you are registered as an Iberia Plus user, you can do so conveniently from the My Iberia menu at Iberia.com.

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Are Avios for delays to Air Shuttle flights automatically credited to my account?

No. Because these flights don't have bookings or boarding cards, Avios cannot be automatically credited for delays. A copy of the ticket and the passenger's original coupon must be sent to the Iberia Plus Service Centre, where the corresponding Avios will immediately be credited to your personal Iberia Plus account.

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What benefits do I get with oneworld as an Iberia Plus cardholder?

The chance to earn and use Avios with any oneworld company. The chance to use your Avios for flight connections operated by oneworld companies without the need to belong to their frequent flyer programmes. Easier transfers for passengers flying to Avios on these companies' global networks.

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Can I use my Avios to buy an electronic ticket?

Yes, provided that electronic ticket are available for the chosen destination. You have to make your reservation by calling the Iberia Plus Service Centre, where we will give you the code for your ticket. Bearing in mind that the tickets bought using Avios do not include the airport taxes, you will have to provide us with a credit card number over the telephone where we will only charge the amount of these taxes. You will then only have to pick up you boarding card at the Iberia check-in desk at the airport, after having provided proof of your identity by means of your Spanish National Identity Card, passport or residency card. The whole system is quick and avoids unnecessary trips.

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How can I make my bookings using Avios to fly with a oneworld company?

In exactly the same way as you have up to now, by calling your Iberia Plus Service Centre.

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How do you access your Personal Area on Iberia.com?

To access your Personal Area, enter your Iberia Plus card number and your PIN.
If you do not have a PIN, click on "Forgotten or don't have a PIN?", on the upper right hand side of the webpage.

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What is a direct flight?

A direct flight is considered to be one that joins two cities and for which the card holder has a single flight coupon. Within the Iberia Plus Programme, that means that if, for example, a passenger wishes to travel between Madrid and Athens and the passenger has a single flight coupon for the journey, even though the plane stops over in Barcelona, the Avios for 'Mainland Spain and Balearic Islands ' Europe II' will be credited or charged (according to Avios Table). On the other hand, if the passenger wishes to travel from Santiago to Athens, he will be given two flight coupons, one for the Santiago-Madrid flight and the other for the journey from Madrid to Athens, and the Avios for 'Mainland Spain ' Mainland Spain' plus those for 'Mainland Spain and Balearic Islands ' Europe II' will be credited or charged.

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What do I have to do to cancel a ticket or a voucher purchased using my Avios?

If you would like to cancel your tickets or vouchers purchased using Avios, you have to cancel your reservation and hand them in to the Iberia branch where they were issued. Once the tickets or vouchers have been cancelled, the Avios used will be credited to your personal account. Don't forget that the tickets and vouchers purchased using Avios are valid for one year after they were issued and after that period has ended, they will not be reimbursed. Likewise, the Clase Azul tickets issued will not be reimbursed.

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How can I enjoy my Avios?

  • You can book flights with Iberia for yourself or for whoever you want in exchange for your Avios.
  • Enjoy your Avios and use them to get a discount when you book your tickets.
  • Combine money and Avios (Avios&Money) and book hotel stays and cars .
  • Spend them on leisure offers, or purchase goods from the more than 90 partners you have at your disposal.
  • Use your Avios to get discounts on the total cost of your ticket. You'll also get Avios for the total fare and the miles flown.
  • You can transfer, buy and give your Avios to anyone else who has an Iberia Plus card.
  • Use your Avios to change your booking from tourist class (Y, B or H rate) to Business at your Iberia Plus Service Centre or Iberia Sales Office.

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What do I do if I find I'm missing some Avios in my account?

If you find that the Avios balance in your private area under Balance and transactions doesn't show all the Avios for flights taken or services used, remember that for transactions where your Iberia Plus number was indicated in the booking it takes up to two months, depending on the airline or Iberia Plus partner, for the Avios to appear in your account.

If you're still missing Avios after two months, you can claim them by following the steps below:

AIRLINE CLAIM PROCEDURE CREDITING PERIOD
Flights operated or sold by the Iberia Group (Iberia, Iberia Express and Iberia Regional/Air Nostrum), American Airlines, British Airways, S7 (and its subsidiary Globus LLC) and Vueling (code IB5XXX). All claims are managed through iberia.com under My Iberia/Avios/ Missing Avios Your Avios will be credited to your account within 45 days
Other airlines associated with the programme You will need to send the Iberia Plus Service Centre a copy of your air ticket or the e-ticket itinerary receipt and the original boarding pass (for flights that do not require a boarding pass, enclose a copy of the ticket or the original passenger receipt). Your Avios will be credited to your account within 45 days
Iberia Plus partners You must contact the partner through whom you booked the service. You will find a list of contacts under "Avios">Missing Avios Your Avios will be credited to your account within 3 months

In all three cases, you have six months from the date of service to claim for missing Avios. For these claims, it may take up to three months for your Avios to be credited to your account.

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What should I do if I notice that some of the Avios I have earned have not been credited to my account?

If there is any discrepancy in transactions recorded on your account, you must make your claim for uncredited Avios for Iberia Group flights, (except flights with codes IB7XXX and IB5XXX) exclusively through the Iberia.com website on My Iberia/My Avios/Avios not credited. Please remember you have a period of six months to bring your account up to date.

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Can another person use my Avios?

Yes. You can name beneficiaries (which you can change whenever you like) of your Iberia Plus card so that they may use your Avios to benefit from any of the services of the Programme without your having to accompany them.

We also offer you the option of using your Avios to buy airline tickets for whoever you wish to accompany you on your travels, without the need to have first included them as a beneficiary on your Iberia Plus card.

If you like you can update your list of beneficiaries directly from your Personal Area on Iberia.com > My Iberia Plus > My card > My Beneficiaries.

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Do my Avios expire?

Always use your Iberia Plus card on your flights or those of any of the Programme's partners. That way your Avios won't expire.
Regulation stipulates that you earn or spend Avios at least once every 36 months to make sure the entire Avios balance doesn't expire. Issuing or receiving Avios transferred to you is not considered to be an activity.
The expiry system will inform the customer of the number of Avios set to expire with at least 2 months’ notice. The information will appear on your account status, which may be consulted at Iberia.com. Don’t forget to use your Avios.
Once your Avios have expired, you can't redeem them.

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How can I update my personal details in Iberia Plus?

If you are a registered Iberia Plus user, identify yourself and you can update your personal details from Iberia.com, on the "My Iberia >Personal details" tab.

The Name and Surname of the holder cannot be modified from iberia.com. Consult your Iberia Pluscall centre

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What are Elite Points?

Elite Points (EPs) are only used to maintain the level of your Iberia Plus card or upgrade it to Plata, Oro, Platino, Infinite and Infinite Prime. All the EPs you collect between 1 April of the present year and 31 March of the following year will be recorded and taken into account to determine your Iberia Plus level.
You earn Elite Points every time you fly with the Iberia Group,* Binter, Vueling, Iberia Express or any of the oneworld airlines, irrespective of any promotions or special offers.
You can't buy, gift and transfer Elite Points like you can with Avios.

* The Iberia Group is formed of Iberia, Iberia Regional/Air Nostrum (IB8XXX) and Iberia Express.

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How can I upgrade with my Avios?

If you have an Economy class ticket (rate Y, B or H) for a flight operated by Iberia Group (Iberia, Iberia Express and Iberia Regional/Air Nostrum) contact your Iberia Plus Service Centre or your local Iberia Sales Office, and they will change your booking and charge it to your Avios.
This service is subject to the availability of certain classes in the Business cabin.

*Excluding Air Shuttle flights, IB4XXX, IB5XXX and IB7XXX.

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