The coronavirus pandemic has caused huge problems for airlines, most of whom have had to ground most or all of their fleets. Iberia is no exception. These decisions have resulted in millions of passengers wanting refunds for their cancelled flights.
What should I do?
Bear in mind that that all airlines are overwhelmed by the current situation, and so will be working through hundreds of flights with tens of thousands of passengers.
Spain is currently in lockdown. In those circumstances all aviation call centres, no matter how many extra staff they employ/contract with, are experiencing difficulties responding at the busiest time they have ever experienced.
If your flight is not for this week or next week, it may make more sense to wait a few weeks until the airlines have sorted our resourcing issues in call centres and also improved their online refund procedures. Many airlines also spent much of March sorting out urgent repatriation flights.
For general advice on claims, including EU261 claims, see
Iberia has cancelled my flight. What are my options?
Passengers whose flights have been cancelled have three options:
- Voucher credit
- Postponing/rebooking a flight
- A refund
Am I entitled to a refund?
Iberia primarily offers the option of a flight voucher or date change, but its website states:
“If your flight has been canceled and you prefer not to fly and request other alternatives for exchange or refund, please do not hesitate to contact your travel agency contact us through our usual customer service telephone numbers. In this case, please note that due to current circumstances, our call center may experience delays both in handling your call and in handling your refund.”
Iberia is offering me a voucher instead of a refund.
Some airlines will offer a voucher for future travel instead of a refund. Obviously airlines would rather you rebooked with them, and this is one way of encouraging it. A voucher also has the advantage for the airline of allowing them to keep hold of your money and so help their cashflow.
For tickets between March 1 and May 31, 2020, the airline is offering a voucher worth the same amount to be used at a later date. The voucher is valid until March 31, 2021, and there are no restrictions regarding travel dates or destinations.
It can be used on more than one flight, and is valid for direct and connecting flights where at least one of the routes is operated by Iberia, Iberia Express or Iberia Regional Air Nostrum.
It is also possible to spend the voucher on more than one flight. To request a voucher, fill in this online form. You should receive it by email within five working days.
Postponing your flight
Iberia also allows you to change your flight, though this is more cumbersome as you can’t do it online. The airline is waiving change fees for customers with flights on or before May 31, 2020. Passengers will have to pay the fare difference (if the new flights are more expensive).
There are, however, restrictions. Passengers can not rebook tickets for the following dates:
- April 30 – May 2, 2020
- July 1 – August 15, 2020
- October 9 – 12, 2020
- December 4 – 9, 2020
- December 19 – January 10, 2021
- March 24 – 31, 2021
Passengers must contact their travel agent or the airline’s call centre but only for flights due to take place within the next 24 hours.
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