Assistance dog
It is important that you check that you and your dog have all the necessary travel documents. Keep in mind that some countries such as the United States or Great Britain require additional procedures.
Visual accessibility
With the collaboration of the Airport Managers of each country, at Iberia we adapt to your visual accessibility requirements to offer you the best travel experience.
Planning
Please note that you can check-in up to two assistive devices at no additional cost (walking sticks, etc.).
How to request assistance
You can ask for assistance with check-in, getting through the airport or getting to your seat. Remember to request this service at least 48 hours before flight departure.
Do I need a companion?
In general, airlines will accept any person with reduced mobility (PRM) who can understand and carry out the safety instructions by themselves and who doesn't interfere with in-flight safety or the activities of the crew.
Otherwise, you may need a companion and, on specific occasions, health personnel with the capacity to apply the care you need.
Travelling with a companion is mandatory if you need assistance to:
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Get to an emergency exit.
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Communicate in any way with the crew about safety matters.
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Unfasten or fasten your safety belt.
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Carry out basic physiological needs.
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Access the life jacket or oxygen mask and put them on.
Except in special cases, your companion must be at least 18 years old and in full possession of their faculties.
Connecting flights
If your trip includes a connecting flight, remember to allow a little extra time for your dog to take care of basic needs.
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Háblalo Iberia app
Download our Háblalo Iberia mobile app to help you communicate during your trip.
Contact
Any questions? Check our frequently asked questions or contact us so we can help you.
At the airport
We advise you to you arrive at the airport 2 hours before the departure of the flight or 3 hours if it is a long-haul flight.
1. Go to the assistance point
If you have requested assistance, please go to the service manager's meeting point or to our information desk.
2. Complete the check-in process and drop off your luggage
You can check in, drop off your luggage and get your boarding cards at the check-in desks. Please bring your documents and any necessary medication.
Terminal 4 at Madrid-Adolfo Suárez Airport: Desks 904 and 905, located in the check-in area, are for the exclusive use of customers with accessibility requirements.
Keep in mind that you can check-in up to two assistive devices (such as canes or other devices) for free.
3. Pass through the security control
Remember:
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You and your companions will have access to exclusive security control for people with reduced mobility. If the airport does not have a dedicated security control, you will be given as much assistance as possible to get through the general security control.
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Separate electronics and liquids from your hand luggage.
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Place your belongings in the scanner trays.
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Tell staff if you are carrying medical devices.
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Go through security control as directed and follow the instructions.
4. Go to the boarding area
Check the screens for updated information about your flight. The screen will tell you when to head towards the gate.
Pay attention to when boarding starts and have your boarding pass and your documentation ready.
When boarding opens, you will have priority access.
Onboard
The cabin crew is there to assist you and ensure your safety. Don't hesitate to ask for directions to the toilets, emergency exits or any other information you need.
Assistance dogs on board
If you are travelling with your assistance dog, remember to carry a safety harness or equivalent to restrain the dog if seatbelts are required.
We recommend that you bring a blanket for your dog to lie on and an absorbent towel to place underneath.
During the flight, we will help you to:
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Get to and from your seat.
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Get your hand luggage.
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Open drinks and food wrappers.
Sorry, but we are not able to do the following:
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Help you in the toilet.
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Give you medication.
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Help you eat food.
We adapt our planes
Our fleet is adapted to carry passengers requiring special assistance:
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Seats with folding armrests located in the aisles.
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On-board wheelchair to facilitate mobility on the aircraft. Available on all Iberia aircraft and upon request on Iberia Express.
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Accessible toilets, on long-haul flights. Ask our crew for the locations and request that they accompany you to and from your seat if needed.
Our planes are prepared to support different forms of boarding and disembarking: remote, jet bridge, lift or ambulift.
At the destination / on arrival
