Measures adopted as a result of Covid-19

So that you can plan your trip with peace of mind

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.

Iberia is doing everything it can to ensure that you can travel with peace of mind and plan your next trip. We have implemented a set of exceptional measures to protect your health and wellbeing when you fly with us, and we are giving you complete flexibility if you need to change your tickets. We look forward to seeing you on board soon, because we need everyone's wings to fly.

At the airport, during boarding and on board, we have implemented COVID-19 health and safety measures so that you can fly with peace of mind.

 

Before you fly
 
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In line with the requirements of the authorities, we need you to accept a Health Declaration (during online check-in and at the airport) to confirm that you have no symptoms, have not been diagnosed with COVID-19, have not been in direct contact with anyone who has the disease, and are not under mandatory quarantine. Remember, if you have any symptoms, please stay away from the airport and get in touch with us.
Additionally, if you are travelling to Spain from abroad, you will have to fill in a “Sanitary Control Form” during the 48 hours prior to the flight. You can either fill it in on the website www.spth.gob.es or download the app from the website to your phone. You will need to enter your seat number on the form, so we recommend that you check in online first. Once you have completed the process, you will receive a QR code which you can either print or download to your phone. You will need this code to enter the terminal and pick up your baggage.
The Spanish Aviation Safety and Security Agency has restricted access to Spanish airports to passengers only and for a maximum of six hours before the scheduled departure of the flight. Companions are only permitted for passengers who require assistance, people with reduced mobility (PRM) and unaccompanied minors (UM).
We recommend that you arrive at the airport in good time. Some countries have introduced new controls so it may take longer to go through security. Besides, some airports have temporarily closed their fast track service.
Before you travel, please check the current regulations and entry requirements for the country of origin as well as your destination.
Wherever possible, get your boarding pass before you go to the airport and download it to your phone to avoid physical contact.
When planning your journey, remember that many of the airport shops and restaurants may be closed.
At the airport
 
Try to maintain the social distance at all times. The use of a surgical mask or one providing greater protection (without an exhalation valve), covering the nose and mouth, is compulsory for everyone over the age of six both at the airport and on board the plane.
Remember to take enough masks for the duration of the flight and change them as recommended by the manufacturer.
Clean your hands frequently with soap or sanitiser and avoid physical contact with other people and surfaces.
For your safety, the airports authority has reinforced the cleaning procedure with special products for check-in desks and all customer contact points.
To respect the social distancing recommended by the health authorities, we have introduced a new queueing system for check-in and boarding and all customer service points at airports.
We have also installed screens at check-in and customer service desks, and all our staff wear personal protective equipment. Please remember to keep a safe distance at all times.
We recommend that you check in your hand baggage free of charge and board with a small bag or brief case only to minimise contact on board and travel more comfortably. Besides, for reasons of security, some countries have banned the use of the overhead compartments on the plane, so you will need to check in your hand baggage and only take a small bag or briefcase on board. Please check the current regulations for the country of origin as well as your destination.
Wherever possible, you should use our self-service kiosks to check in your baggage or print your boarding pass.
The VIP lounge service has been temporarily suspended to ensure the safety of all passengers, but we hope to be able to welcome you again soon.

Boarding
 
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We have introduced a new boarding procedure, which is now by row from the rear of the plane to the front, to make it faster, safer and more convenient. Your boarding pass shows the row number of the seat allocated to you. Please do not approach the boarding gate until your row is called.
The use of a surgical mask or one providing greater protection (without an exhalation valve), covering the nose and mouth, is compulsory for everyone over the age of six when boarding the plane and throughout the flight. If you are not wearing a mask, we will be obliged to deny you boarding.
You must make sure that you have enough masks for the duration of the flight, as per the manufacturer's specifications.
On board
 
The use of a surgical mask or one providing greater protection (without an exhalation valve), covering the nose and mouth, is compulsory on board the plane. You can only remove your mask to eat and drink, and you must change it as recommended by the manufacturer.
We have reinforced the cleaning procedure on our planes by increasing the frequency, using specific anti-COVID-19 products and applying a special treatment to all high-contact surfaces, toilets and crew areas.
The air in our cabins is replaced every three minutes and our planes are fitted with HEPA filters that remove 99.99% of the viruses and bacteria in recirculated air.
To minimise physical contact and avoid removing face masks too frequently, and therefore avoid risks, we have simplified the on-board service on all our flights and we now use single-use disposable cutlery.
We have also temporarily suspended the special meal service, but we are doing everything we can to be able to resume it as soon as possible.
We have also suspended on-board sales and the distribution of our magazines and newspapers. We recommend that you use our free digital press service.
We will hand out hand sanitiser wipes when you board the plane and before every meal service on flights that last more than four and a half hours. We will also distribute little individual bags so that you can dispose of your used face masks.
On long-haul flights the blankets and pillows will be hygienically sealed before every flight. We have suspended this service on short and medium-haul flights.
We will also keep you up-to-date on the information and messages issued by the health authorities on detection, protection and reporting the disease.
Our crew wear individual protective equipment and have received specific training in how to use the equipment on board and implement the protection protocols and systems established by the health authorities if a person with symptoms is detected during the flight.
We hope you will understand if our cabin crew do not help you with your hand baggage. This is an additional measure to avoid the risk of spreading infection.
Arrival at your destination
 
Passengers are subject to the health checks established by the authorities and must adopt all the preventive measures.
If you are arriving in Spain from abroad, you must hand in at the airport the “” “Passenger Locator Card” (PLC) that we'll distribute on board. Mechanisms may also be introduced to check your body temperature, ideally with thermal imaging cameras. If you have a fever, you will have to undergo a medical examination in line with official health procedures.
While you are waiting to collect your checked baggage, please remember to keep a safe distance and don't approach the belt until you see your baggage. Once you have collected your baggage, go straight to the exit to avoid mixing with other people.
Access to certain terminals may be restricted to passengers and crew only, so if someone is collecting you they will have to wait outside for you.
Hygiene tips
 
Clean your hands frequently with soap or sanitiser and avoid physical contact with other people.
Avoid touching your face, eyes, nose and mouth, and cough and sneeze into your elbow.
If you have any symptoms, please stay away from the airport and get in touch with us. Otherwise, you may be denied boarding.
Wear a face mask that covers your nose and mouth.

Measures to let you change your travel plans

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

 

Get a free flight change

Book now with the peace of mind of being able to change your flight later.

If you buy your trip for 2020 from May 28 to 31 October, you can change your flight for free. Applies to all fares.

It's as simple as this:

  • Request the change (date, time, origin and/or destination) up to 15 days before departure.

  • Just pay the fare difference (if any).

Check the flights of September

 

Do you have a flight before 31 October?

If you have a flight before 31 October to or from a country that imposed new quarantine or entry restrictions after 25 July, you can change it before your flight departure, without being penalised, for flights up to 30 June 2021 or for a voucher that you can use for flights up to 31 December 2021.

 

You can use the ticket amount until 31 December 2021, 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. Changes are permitted until 30 June 2021.

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.

 

 

First change permitted if you book between 28 May and 31 October

We want you to be able to book your flight with the peace of mind of knowing that you can change it if necessary, so we're offering the first change free of charge, regardless of the fare.

Who is eligible for a first change free of charge?

Anyone who books between 28 May and 31 October 2020 to travel by 31 December.

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 that departs before 31 December 2020.

You must request the change at least 15 days before the departure of the original flight. The 15 days apply to the flight for which the change is requested, whether outbound or return.

Name changes are not permitted.

Is there a change fee?

The first 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.

There will be no penalty for the first change you make, regardless of the type of change requested (time, date and/or destination). If you request another change for the same ticket, the fare terms and conditions will apply.

You must request the change at least 15 days before the departure of the flight. Otherwise, the terms and conditions of the original fare will apply.

For refunds, the terms and conditions of the ticket fare apply.

How do I request the first 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 manage 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 (+30) 2111980095. 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?

From 1 July 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 (+30) 2111980095.

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 (+30) 2111980095.

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 accordance with current regulations, to protect your own health and that of other passengers, the use of a mask, preferably the medical procedure type, covering the nose and mouth is compulsory for everyone over the age of six when boarding the aircraft and throughout the flight. If you do not have a mask, we will be obliged to deny you boarding.

¿Están abiertos los mostradores de facturación?

Tenemos un número reducido de mostradores de facturación abiertos en los aeropuertos donde volamos. Esto es Madrid, Barcelona, Bilbao, Asturias, A Coruña, Vigo, Islas Baleares, Islas Canarias, Londres y París.

¿Hay medidas para garantizar la distancia social?

Para mantener la distancia de protección hemos colocado barreras físicas, mamparas en los mostradores, tensabarriers y marcas en el suelo. Además, hemos ajustado los procedimientos para atender a los clientes de una forma más segura para todos.

Where is the new Air Shuttle check-in area?

Due to the impact on air transport of the spread of the coronavirus, the airport manager has decided to temporarily close the Air Shuttle security control at Madrid and Barcelona airports. However, we have set up another area to continue providing this service:

  • In Madrid:

    Desk 812 in the general check-in area in T4.
    We advise you to go to the airport well in advance of your flight if you are going to check in baggage. Check-in will close 45 minutes before the scheduled departure time.

  • In Barcelona:

    Desk 414 in T1, Main (Level 3). Check-in times remain the same as usual.

We recommend that you confirm your booking and check the status of your flight before you go to the airport.

Are the VIP lounges open?

Due to the impact of the coronavirus and the restrictions imposed by the authorities, the VIP lounges are temporarily closed.
We apologise for this inconvenience.

¿Qué medidas se han tomado para garantizar la seguridad a bordo?

  • Uso obligatorio de mascarillas por parte de la tripulación y de todos nuestros clientes durante toda la duración del vuelo.

  • En los vuelos de baja ocupación, la tripulación intentará ubicar a los pasajeros de la forma más espaciada posible dentro del avión.

  • Todos los aviones cuentan con un sistema de ventilación que impide la propagación del virus. Una vez se cierran las puertas, se inica la presurización. El aire que procede del sangrado del motor alcanza una temperatura muy alta, destruyendo bacterias y desintegrando virus.

  • Nuestras tripulaciones están preparadas y tienen los medios necesarios, para actuar en caso de detectarse algún caso sospechoso.

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 the scheduled flights we are operating with Madrid, Barcelona, Bilbao, Asturias, A Coruña, Vigo, Balearic Islands, Canary Islands, London and Paris.

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 have a ticket to fly by 30 June and you purchased it with Avios using the “discount with Avios” facility on iberia.com, you can request a voucher through thisform for the full ticket amount plus 10% extra (offer valid until 15 May), which you can use once or several times, until all the balance has been spent, to fly by 30 June 2021.

For refunds of the Avios and amounts spent on the purchase of reward and Avios&Money tickets to fly by 30 June, we've waived all change and refund fees.

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