Measures adopted as a result of Covid-19

So that you can plan your trip with peace of mind

Medidas para que puedas cambiar tus planes de viaje

Vivimos circunstancias excepcionales y en Iberia también estamos tomando medidas especiales para ayudarte con tu viaje.


Vuelo seguro y flexible

Vuelo seguro y flexible

Reserva ahora con Vuelo Seguro y Flexible, y tendrás flexibilidad frente a imprevistos COVID incluida

Reserva ahora sin preocupaciones sabiendo que podrás modificar sin coste la fecha de tus vuelos u obtener el reembolso a través de un bono canjeable por billetes y servicios en la web de Iberia si te ves afectado por cualquiera de las siguientes circunstancias dentro de los 7 días previos a tu fecha de vuelo:

  • Se establecen prohibiciones de entrada decretadas en tu lugar de destino.

  • Te ves afectado por medidas sobrevenidas de confinamiento o cuarentena obligatorias en tu lugar de destino que no puedan evitarse con un certificado negativo de test covid realizado poco antes de viajar.

  • Te ves sujeto a obligación de confinamiento o cuarentena en tu lugar de origen de forma sobrevenida (confinamiento decretado en tu región, provincia, municipio o zona hospitalaria).

  • Eres positivo en COVID19 acreditado por un documento válido.*

En los tres primeros casos, basta con que lo solicites a través de nuestra página web [en el área de gestión de tu reserva] antes del cierre de facturación del vuelo en el que no vas a poder viajar.

Si tu situación está contemplada en el último supuesto, deberás contactarnos a través de este formulario.
* Adjunta un comprobante que acredite el motivo por el cual no puedes viajar para que podamos autorizarlo. Cualquiera de estos dos documentos son válidos:

  • Justificante o certificado médico.

  • Justificante o certificado de las autoridades.


Podrás utilizar el importe de tus billetes durante los siguientes 14 meses, incluso si tu billete no tiene opción de reembolso o cambio. Esta opción te permitirá utilizar el importe como si fuera efectivo, para uno o varios vuelos, a cualquier destino y para las personas que desees, hasta agotar el saldo del bono.

También puedes cambiar tu billete para otra fecha sin penalización y, así, elegir el momento más conveniente para tu viaje.

Las opciones de cambio o reembolso en bono indicadas anteriormente son sin perjuicio de otras alternativas de reembolso aplicables a supuestos de imposibilidad de viajar por causa de fuerza mayor y que deberán solicitarse a través de nuestros canales habituales de atención al cliente.


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.



Changes, Vouchers and Refunds

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 7 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, etc.).

  • You yourself test positive for COVID-19 provided with a valid document.

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

Do I choose a refund voucher, or do I choose to change the dates?

Either of the two options will be OK if you are going to change your flight and you already have the dates and destination defined. However, if you have not yet defined the new trip, or if you do not even know if you can do it, a voucher will be more advisable, since it will allow you to choose your flight within a period of 14 months, and it can even be used by someone else.

Could a request for a change or a refund voucher involve any costs?

There are no additional costs if you request to change dates or ask for a refund voucher providing you meet the "safe and flexible flight" conditions.

In the case of a change of dates, the modification will be free, providing it is made at the same tariff, regardless of the type of modification requested (time, date and/or destination). If it is made on a different, higher tariff, you will only need to pay the difference between the two tariffs.
Any change should be requested before the departure of the flight, otherwise, the terms and conditions for the original tariff will apply.

If you do not meet the "safe and flexible flight" requirements, the terms and conditions in the original tariff for changes and refunds will apply.

What can I change and when do I need to request it?

You can change the date, time and origin/destination without penalty on any flight in the booking. Name changes are not permitted.

All you have to do is request it through our website [in the booking management area], one of our call centres or at airports where we have offices, before check-in closes for the flight you are not going to be able to take.

In case where you need to prove the reason for being unable to travel, i.e. if you test positive for Covid, you will need to contact us through this form.

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

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.).

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 processing 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 1-800-375-0049. This is manual process so it will take a little longer to send it to you and we therefore kindly request your patience.

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.

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.

Can I request a voucher for a holiday package: flight+hotel or flight+car?

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:

Can I subsequently request a refund for my ticket or exchange the amount on the voucher for cash?

No. The voucher constitutes a full and final refund of your booking. During the request process, we'll ask you for confirmation twice to ensure that you wish to proceed with the voucher refund. Once you have completed the request on our website or through our call centre, the voucher will be issued and your booking will be cancelled. Please also note that you will not be able to exchange the amount on the voucher for cash.

Prevention and recommendations for travelling

What do I need to know to be able to travel in this period affected by COVID-19?

Due to the coronavirus pandemic, travelling has become a little more complicated and you may well have concerns about how to organise a trip, from the health and safety measures required to choosing a destination that is open to travellers.
We will try to help you as much as we can to make planning your trip as easy as possible.

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 48 hours before the departure of the flight, as well as any health tests and documents required by the local authorities at the destination.

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.

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.