Measures adopted as a result of Covid-19

So that you can plan your trip with peace of mind

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 June 30, 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).

 

Booked a flight to travel by 31 August?

At this difficult time we are offering complete flexibility by relaxing the change and refund conditions for all fares and flights until 31 August, provided they were booked by 28 May 2020. So you can plan your trip later on.

 

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.

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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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, boarding and all customer service points at airports.
We have also installed screens at check-in and customer service desks.
We have temporarily closed our premium lounges in Madrid.
We have increased the safety measures for boarding and disembarkation, prioritising entry and exit from planes by airbridge wherever possible. Both our airport agents and cabin crew will continue to provide guidance and assistance to customers, maintaining the greatest possible distance in passing zones.
We recommend that you check in online before you go to the airport and that, wherever possible, you download your boarding pass to your phone to avoid physical contact.
Protection and prevention measures
 
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We kindly remind our customers that, in accordance with current regulations, to protect your own health and that of other passengers, you are required to wear a face mask covering your nose and mouth when boarding the aircraft and throughout the flight. If you do not have a mask, we will be obliged to deny you boarding.
Our Comprehensive Health and Safety Plan protects the health of our workers and offers additional safety for contact with customers. Serological tests for all our employees, the use of PPE, sanitisation measures and the disinfection of all work tools are just some of the aspects included in this plan.
During the selection and allocation of seats as well as during boarding, the necessary measures are taken to ensure the maximum distance between passengers.
We hope you will understand if our cabin crew can't help you with your hand baggage, because this is an additional measure to avoid the risk of spreading infection.
Health and safety on board
 
We have also reinforced the cleaning procedure on our aircraft. As well as increasing the frequency of cleaning, we have introduced the use of recommended anti-COVID-19 products with a special treatment for surfaces (armrests, folding tables, overhead compartments, etc.), toilets (toilet seat, flush button, cupboard, door knob, taps, etc.) and crew areas.
The air in our cabins is renewed every three minutes. Our aircraft are fitted with HEPA filters that remove 99.99% of the viruses and bacteria in recirculated air.
Our crew have received training and have access on board to the necessary equipment to implement the protection protocols and systems established by the health authorities if a person with symptoms is detected during the flight.
Adapted on-board service
 
To reduce contact and therefore the risks, we have simplified the on-board service and suspended on-board sales and the distribution of our magazines and catalogues.
On flights of less than four hours, we have suspended the meal service and removed blankets and pillows.
On long-haul flights, we have simplified the service and introduced disposable materials, and all on-board linen is sanitised after each use.
We have reinforced the hand soap in all aircraft toilet facilities.
And during flights we offer messages from the health authorities about detection, protection and reporting illness.

Health tips

We advise you to follow the recommendations of the national and international health authorities.
Clean hands
Wash your hands frequently with soap.
Protection
Use a face mask and cough or sneeze into your elbow.
Avoid contact.
Don't shake hands and avoid physical contact with others.

Iberia Plus offers you more support than ever.

We know that in these last few months you may have been affected by the worldwide restriction of flight operations. We understand that the unprecedented situation caused by COVID-19 may have impacted you in different ways, so to ensure that you can still enjoy all the benefits of the programme we've made the conditions more flexible.

These are some of the measures we've adopted:

 

Iberia Plus level
Maintenance and progression

More than 60% of our customers have already benefited from the flexibility measures we implemented last March to maintain their card level or move up to the next level, irrespective of their activity between January and March 2020.

Fares
More flexible conditions

Our fare flexibility measures also include the refund of the Avios and amounts spent by Iberia Plus members on reward and Avios&Money tickets to fly by 30 June, and we've waived all change and refund fees.

Customers with tickets to fly by 30 June that were purchased with Avios using the "discount with Avios" facility on iberia.com can request a voucher for the full ticket amount plus an extra 10% (offer valid until 15 May). The voucher can be used once or several times, until all the balance has been spent, to fly by 30 June 2021.

Solidarity flights and much more

During the COVID-19 crisis our flights are taking on a new dimension: we are not only carrying customers but are helping more than 8,000 people to get back home and assisting with the transportation of medical supplies. Besides, nearly 250 of our employees are working as volunteers with different organisations and we've donated many of the items from our on-board service to different hospitals.

 

Medical air corridor
 

Since the end of March we have operated about 40 flights with China to bring medical supplies. Together with the Spanish Federation of Health Technology Companies (Fenin) and the Oesía group, we have opened a real sanitary air corridor that has already exceeded 400 tons of material:

  • Nearly 40 million face masks,

  • Personal protective equipment

  • Oxygen flow meters

  • And materials to make respirators

See full news article

Repatriation flights
 

More than 8,000 people have returned to their homes on nearly 30 repatriation flights operated by Iberia with nearly 20 countries (Algeria, Argentina, Australia, Bolivia, Colombia, Dominican Republic, Ecuador, Ireland, Japan, Morocco, Panama, Peru, Philippines, Poland, Senegal, Thailand and Uruguay). And since the state of emergency was declared, more than 70,000 people have travelled with us on scheduled flights to countries like the USA, Mexico, Cuba, Costa Rica, Brazil and Chile that we maintained throughout March in spite of the restrictions imposed by those countries.

See full news article

250 volunteers
 

Nearly 250 Iberia employees have started working as volunteers with some of the organisations that need extra help at this difficult time:

  • Spanish Red Cross. The elderly are very vulnerable in the current situation; many live alone and don't know how to cope with this new reality. Contact with other people is very important for the elderly so Iberia volunteers will provide support by telephoning them.

  • Spanish Food Bank Federation. The COVID-19 crisis has placed many people in a very vulnerable situation. The Spanish Food Bank Federation receives donations which it then distributes to other social organisations that work with people in need. Iberia volunteers will help with the reception and organisation of these donations.

  • Mano a Mano NGO. This NGO receives donations of items which it then delivers through social organisations, care homes and hospitals to vulnerable people and/or those affected by COVID-19. The volunteers will help with the inventory and organisation of the donated items.

  • ENVERA. How are people with disabilities coping with the lockdown? The beneficiaries of Envera can no longer pursue their social, sport and leisure activities but at this difficult time when the radio is a greatly valued companion for everyone, Radio Terrícola - Envera's radio station - is broadcasting a daily programme to raise awareness about how the situation is affecting people with disabilities. Volunteers can contribute to this cause by sending a message of support and sharing their artistic skills on the radio programme, or simply by publicising Envera's mission - to promote the social and labour market inclusion of people with intellectual disabilities - through their social media.

See full news article

Donations to hospitals
 

Some of the materials that Iberia offers on board are also helping to fight COVID-19. We have already donated:

  • 45,000 sets of single-use cutlery to the Gregorio Marañón hospital.

  • 9,000 duvets, 2,200 pillows and 2,200 pillow cases for the field hospital at IFEMA, as well as 1,400 complete amenity kits and another 20,000 items including amenity kits, tooth brushes and toothpaste, socks, combs and other articles.

  • For La Paz hospital, 300 duvets, 300 pillows and 400 amenity kits.

  • More than 5,000 cellulose surgical gowns from our Medical Service, and another 1,400 surgical gowns with barrier protection against infectious agents for the same hospital. From our Mano a Mano NGO.

  • And for the Fira de Barcelona hospital, 500 amenity kits and 500 duvets, as well as 16 baggage carts. These were first used to transport and install beds during the assembly of the hospital but now that it's up and running they are being used to transport food, medicines and linen.

See full news article

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 30 June

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 30 June 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 (+35) 3 818 46 2000. 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

Travel restrictions to Spain

  • From 00:00 hours on 15 May until the end of the state of emergency (currently, until 00:00 hours on 24 May 2020), only the following people will be allowed to enter Spain:

    • Spanish citizens

    • Legal residents of Spain

    • Cross-border workers

    • Healthcare workers or care home workers travelling to their place of work

    • Those who can prove they need to enter the country for reasons of force majeure or absolute necessity

    • Foreign personnel accredited as members of diplomatic missions, consular offices and international organisations located in Spain, provided that their travel is related to official duties

    • Those arriving in Spain solely for a work-related purpose other than those mentioned above

    In all cases, documentary proof of the status claimed will be required.

  • With the exception of cross-border workers and healthcare workers travelling to their place of work (provided that they have not had contact with anyone diagnosed with COVID-19), those who meet these requirements must also self-isolate for 14 days on arrival in Spain. They will be required to stay at their home or hotel and movement will be limited to essential trips for the following:

    • To buy food, medicine and other basic items

    • To go to a health centre, service or hospital

    • Reasons of force majeure or absolute necessity

    Face masks must be worn for all of these activities.

    Anyone who develops COVID-19 symptoms (fever, cough, shortness of breath, general aches and pains or any of the other known symptoms) must telephone the special hotline for the autonomous community in question and inform the operator that they are in quarantine following recent arrival in the country.

  • The use of a face mask covering nose and mouth is compulsory when travelling to/from Spain (during boarding, disembarkation and inside the aircraft) throughout Spanish airports.

  • To travel to Spain, you must fill in a Public Health Passenger Form to be located during quarantine. This form is required by the authorities.

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.

Are any flights operating at the moment?

We are operating scheduled flights between Madrid and Barcelona, Bilbao, Asturias, A Coruña, Vigo, Balearic Islands, Canary Islands, London and Paris, although with less frequency than before the Covid-19 crisis.

Do I need a special document to travel to the Balearic Islands or Canary Islands?

To travel to the Balearic Islands or Canary Islands, you must fill in a form explaining the reason for your trip. This form is required by the authorities.

Can I travel with my pet?

We are still operating our pet transport service. Remember, you must book this service through (+35) 3 818 46 2000.

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 (+35) 3 818 46 2000.

To check the requirements and all the necessary information, please go to Children travelling alone.

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.

Can I book a ticket for a repatriation flight?

The Embassies and Consulates of our country abroad and the Embassies of the different countries in Spain are managing the passenger lists for these special flights so please contact them.

When will scheduled flights to all the other destinations resume?

We'd love to be able to answer that question but unfortunately we can't. It depends on how the Covid-19 crisis evolves and the recommendations of the different countries.

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, you are required to wear a face mask covering your nose and mouth when boarding the aircraft and throughout the flight. If you do not have a mask, we will have 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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