Customer Service Plan

Iberia is committed to guaranteeing a quality service to its customers before, during, and after each flight. We are in the business to provide safe, dependable and friendly air transportation to our customers, along with numerous related services.

Iberia Customer Service Plan is part of our Customer Care Policy and it is been adapted specifically for the United States following the new rules put forth by the US Department of Transportation (14 CFR Parts 244, 250, 253, 259 and 399). Our Customer service plan is intended to provide you with information regarding Iberia's policies by explaining our specific service commitments towards our passengers.

Our aim is to make every flight a positive experience for our customers. Although we are successful in providing such a positive experience most of the times, there may be situations in which normal service cannot be provided. In such situations, Iberia is committed to ensuring that its passengers are affected as little as possible, and to providing assistance and information, including their rights as passengers.

The Customer Service Plan includes the following commitments:

Offering the lowest fare available

We will offer on Iberia.com, on our telephone reservation system, at airport ticket counters, and at our airlines ticket offices, the lowest available fare for which you are eligible for the date, flight, and class of service requested. If you do not provide specific information about your travel requirements we will provide you with a range of fares for your general needs.

If you are in the United States, you may want to contact us in our reservation centre 1-800-772-4642.

When calling within Spain, our Customer Service Centre can provide you, with information 24 hours a day on a wide range of fares to suit your requirements on telephone number 900 111 500.
Notify Passengers of known delays, cancellations and diversions

When, for any reason, your flight is affected by a delay, cancellation or changes to the scheduled routing, Iberia will post the information on our web site and will do its best endeavours to provide you, as soon as possible, at the airport or on board the aircraft, with the most accurate and up-to-date information available and will provide regular updates within 30 minutes of our receiving new information. Wherever possible, we will let you know the estimated length of the delay and the estimated departure time.

If we have sufficient advanced warning of a situation prior to the scheduled flight departure time, our staff will try to contact you via your e-mail or sms, provided you have facilitated us these contact details when making your reservation. If you made your reservation via a Travel Agency and we do not have access to your e-mail address or contact number, we will inform the Travel Agency so that they can get in touch with you. In order to keep you informed we encourage all our passengers to facilitate at the time of booking or afterwards at any time through our website, their contact details.

For air safety reasons, generally due to meteorological conditions, your flight may be diverted from the scheduled route and land at a different airport. Should this occur, the crew will inform you at the aircraft. On arrival at the airport, our staff will give you every assistance in transferring you to your final destination as quickly as possible.
Delivering baggage on time

One of the main objectives of our airport staff is to deliver your baggage in the shortest possible time, in order to avoid any unnecessary waiting time after disembarkation. These procedures, which are dependent on the conditions for each operation, are constantly being reviewed and improved to guarantee that your belongings are handled with the utmost care.

Priority delivery of baggage belonging to Business Class customers, as well as Platino and Oro Club Club Club Iberia Plus Cardholders is also a stated objective.

Despite the rigor of our baggage check-in and loading processes, there may be exceptional cases when you cannot find your baggage on the carousel on arrival at your final destination. In this event, you should notify a Baggage Services Agent before leaving the reclaim area. We shall immediately activate our tracing and expediting systems and will do everything possible to deliver your baggage to you, free of charge, at the address you give us, within 24 hours of the arriving of your baggage at your destination, provided this does not contravene local regulations. If your bags are lost or significantly delayed, (within 15 or 30 hours for international itineraries depending on the flight length of the flight arriving at the gate) conditional on the Mishandled Baggage Report submission we will reimburse you for any fee charged to transport the bag.
If you would like to track the progress of the search for your baggage, you may want to do so by accessing through the following link

https://inci.iberia.com/QSP/client/my-bags-info

Likewise, in the event of you having to spend a night away from home, without your belongings, we will try to supply you with an overnight bag containing toiletries and other essential articles. We also will compensate you for reasonable expenses that result due to delay in delivery of your baggage to the extent required by applicable international agreements for international flights.

For greater peace of mind when travelling and in order to facilitate our identification procedures in the event of mislaid baggage, may we remind you that it is essential to label your luggage on the outside and it is also advisable to do so on the inside as well.

Please note that you should not carry fragile, perishable or valuable items such as medicines, money, jewellery or personal or business documents inside baggage to be checked in.

We would ask that you always retain all your original travel documents to facilitate any later claims: ticket, boarding card, baggage check-in labels etc.
Allowing Reservations to Be Held or Cancelled Without Penalty for a Defined Amount of Time

When you make your travel reservation by telephone, via Customer Service Centre or with any of our other reservation centres outside Spain, please note that:
- You may hold your reservation without paying for the ticket, for a 24 hour period, subject to the expiry dates relating to the ticket.
- If you book a fare and pay for it at the time of booking, you may cancel it, subject to payment of a $25 service charge, within 24 hours of making the booking. If a refund is required, this can only be carried out where the ticket was originally issued: Customer Service Centre, Iberia ticket offices or authorised agencies.
Providing Prompt Ticket Refunds

When you are entitled to a refund for an unused Iberia ticket purchased within the U.S., booked and issued directly from Iberia, via SERVIBERIA, its website, or from any of its ticket offices, we will process the refund of the amount paid within 7 business days after receiving your refund request for amounts paid by credit card (your credit card company will then process your refund and it may take up to two billing cycles for the refund to appear on your statement) and within 20 days after receiving your refund request for amounts paid by cash or check, except in exceptional cases, when it may be necessary to check conditions of sale with the centre which issued the ticket.

Likewise we will refund any charges or taxes relating to those fares, the conditions of which do not allow for a refund on the price of the travel sector. We will also refund any fees you paid for optional services you are unable to use due to our oversale situation or flight cancellation.

Please note that there are occasions when refunds cannot be carried out immediately, for example, refunds on lost or stolen tickets. Refunds on these are linked to the expiry date of the ticket.

To facilitate refunds on tickets, you will need to provide both your identification as ticket holder and the original unused flight coupons and the passenger coupon.
Properly Accommodating Disabled and Special-needs Passengers, Including During Tarmac Delays

Accommodating the special needs of passengers with disabilities is a top priority for IBERIA. We put all our efforts in offering the most convenient and comfortable service to all our customers. We will provide our customers who require additional assistance, including individuals with disabilities and unaccompanied minors, with the attention, respect and care they deserve. We work hard to ensure that our aircraft and our services are in full compliance with all applicable regulations, that our customers' needs are met and that we do not discriminate against passengers on the basis of disability. Our employees are specifically trained to support the commitment to our customers with disabilities. You can ask for assistance when you arrive at the airport if you would like certain accommodations during your travel. There are, however, certain service requests which are required to be made in advance. This notice helps us plan ahead for your safe and comfortable travel. Please check our website for details.

During lengthy tarmac delays, our flight crew will make every effort to properly accommodate customers with disabilities or special needs.

We will refund passengers with disabilities and their travel companions, who do not want to continue travel without the individual with a disability.>/p>
Meeting Customers' Essential Needs During Lengthy on-board Delays

Iberia's top priority is the safety and well-being of its customers, and we are focused on having all our flights arrive and deplane on schedule. On very rare occasions, there may be extraordinary events that result in very lengthy onboard delays.

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 may be a period of great uncertainty whilst authorisation is obtained. These are situations in which an aircraft is delayed on the ground (other than on an active runway or taxiway) but does not have access to a terminal gate for more than two hours.

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.

In order to properly assist our passengers should these situations occur, we have developed detailed contingency plans for every US airport in which IBERIA operates. In such events, we will make every reasonable effort to ensure your essential needs, such as snack food, water, restroom facilities, and basic medical assistance, are met no later than two hours after the aircraft leaves the gate (in the case of departure) or touches down (in the case of arrival) if the aircraft remains ion the tarmac, unless the pilot in command determines that safety or security considerations preclude such service.

According to the US legislation Iberia has put in place such operational contingency plan as from the 23rd of August, 2011, applicable to all flights operated by Iberia in the US, included code share flights in which Iberia is the operating carrier, and after having coordinated it with the local airport authorities of those US airports from where Iberia operates.
Handling "Bumped" Passengers in the Case of Oversales with Fairness and Consistency

Due to the flexibility attached to many fares, it is general practice in the commercial aviation industry for a certain number of customers with confirmed reservations not to show up for the flight they have booked. In order to allow other passengers to travel on the flight of their choice, even when this may theoretically be full, airlines accept a higher number of reservations than seats available on the aircraft. Estimation of these numbers is carried out using rigorous statistical analysis of the behaviour of demand over similar periods. This practice benefits both the customer, who enjoys greater flexibility in taking trips and lower prices, as well as the airline, which employs these systems, to effectively manage aircraft capacity.

When the forecasts fail and the final number of passengers with confirmed reservations who present themselves for the flight is greater than the number of seats available, the check-in or boarding agents will begin the process of seeking passengers who are willing to give up their seat voluntarily, in exchange for monetary compensation and the guarantee of a confirmed seat on a later flight.

Should there not be a sufficient number of voluntary passengers, we provide those affected with the compensation established by law (14 CFR Part 250. US Department of Transportation) for cases of involuntary passenger off-loading, changing their reservation for a later flight or refunding the amount of the unused ticket, if the passenger so wishes and provided certain conditions are met.

The order in which we determine denied boarding is established by the time at which you check in and we also take into account the personal situation of the customer, such as passengers with reduced mobility, unaccompanied minors, the fare the customer has paid or their membership of the Club Club Iberia Plus programme.

During the time you are waiting to travel on to your destination, we cover normal accommodation and meal expenses.

In any event, it would help us greatly when, for any reason you decide not to use your confirmed reservation for a flight, you let us know as soon as possible by calling our Customer Service Centre 900 111 500 when calling from within Spain, or dial 1-800 772 4642 if you are in the United States.
Disclosing Travel Itinerary, Cancellation Policies, Frequent Flyer Rules and Aircraft Configuration

We will provide you with your travel itinerary and timely and complete information about policies and procedures that affect your travel, including:
- At the time during the reservation process (provided we have the information):
  - Schedule time of departure and arrival of flights reserved
  - Airport/ terminal of departure and arrival
  - Number of stopovers during the itinerary
  - Conditions attached to the fare
  - Name of the operating airline and flight number
- At the time of purchasing the ticket:
  - Confirmation of flight time
  - Baggage allowance and liability limits
  - Carry on baggage limits
- At any time available in iberia.com and upon request from the passenger in our call centers:
  - Aircraft configuration, including seat size and pitch and location of lavatories
  - Services usually offered on board
  - Services offered to passengers with special needs
  - Policies for advance seating reservation
  - Extra charges for baggage
  - Information on Club Club Club Iberia Plus Frequent Flyer Program
  - Cancellation policies
Notifying passengers in a timely manner of changes in their travel itineraries

When, for any reason, your flight is affected by a delay, cancellation or changes to the scheduled routing, IBERIA will provide you, as soon as possible, at the airport or on board the aircraft, with the most accurate and up-to-date information available and will provide regular updates. Wherever possible, we will let you know the estimated length of the delay and the estimated departure time.

If we have sufficient advanced warning of a situation prior to the scheduled flight departure time, our staff will try to contact you via your e-mail or sms, provided you have facilitated us these contact details when making your reservation. If you made your reservation via a Travel Agency and we do not have access to your e-mail address or contact number, we will inform the Travel Agency so that they can get in touch with you. In order to keep you informed we encourage all our passengers to facilitate at the time of booking or afterwards at any time through our website, their contact details.

In cases of cancellation of your flight, or significant change in it (change of schedule by more than 6 hours in advance or delay, change of airport of origin or destination, change to lower class, or inclusion of additional connections) you are entitled to a refund of the ticket if you do not accept the alternative offered. This refund will be processed within 7 business days (if you paid by credit card) or 20 days (in all other cases).

We will refund passengers with disabilities and their travel companions, who do not want to continue travel without the individual with a disability.
Response to consumer's problems

We will acknowledge receipt of written customer complaints within 30 days of their receipt, and will provide a substantive response within 60 days of receiving the complaint. For information about filing a complaint, go to www.iberia.com/us. This information is also available, upon request, at each ticket counter and boarding gate staffed by the carrier or a contractor of the carrier.

Please be informed that Iberia does not receive complaints through Social Networks.
Mitigating passenger inconveniences resulting from flight cancellations and misconnections

In order to mitigate inconveniences to you resulting from cancellations and misconnections, we will:

Work to confirm you on the next flight we operate that has seats available in the same class of service when rebooking is necessary;

Do our best endeavours to have the most accurate and up-to-date information available about your flight on our website; at an airport kiosk, when available; and through our airport and reservations agents; and provide meal allowances and hotel accommodations, based on availability, if you are inconvenienced overnight while away from your home or destination due to a delay, misconnect, or cancellation.