Service commitment

Europe's leading airlines are making this voluntary commitment. Where Spain is concerned, both Iberia and Iberia Regional Air Nostrum are participating therein.

Europe's leading airlines are making this voluntary commitment. Where Spain is concerned, both Iberia and Iberia Regional Air Nostrum are participating therein.

The safety and well being of our customers are fundamental to all our service procedures. Operational efficiency also requires us to honour our commitment to the customer concerning punctuality. This is also necessary to ensure we make the best use of resources and meet air traffic regulations. Punctuality, in customer service, is dependent on many factors, which in turn may cause undesirable delays on board.

Air traffic control regulations lay down very strict conditions regarding take-off and landing sequences. If a take-off slot is missed, due to delays occurring previously or air traffic congestion, mechanisms are activated to obtain a new departure time and there is a period of great uncertainty whilst authorisation is obtained. During this time, the decision to allow passengers to disembark can cause additional delays and happens only when it is certain that this will not occur.

Depending on the length and reason for the delay, our Crew will serve food and drinks to passengers, allow them access to toilets and, if necessary, arrange for any medical assistance that may be required. Having considered all the circumstances, the Captain of the aircraft may allow customers to disembark if they wish, provided that this affects neither the operation nor other passengers on the flight.