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Frequently Asked Questions and customer inquiries Iberia
Here, we show the most common questions:
| Frequently asked questions | Answers |
|---|---|
| Can I make a reservation without being registered at Iberia.com? | Yes. To make a reservation or purchase your tickets it isn't necessary to register or have an account set up at iberia.com. Nonetheless registered Iberia Plus customers will have their personal details recorded (passenger name, payment method, etc.) to facilitate their purchases, thus benefitting from the advantages of being an Iberia Plus customer. To make a reservation or purchase without registering you should select the option "If you are not a member of our Iberia Plus Program" and then "Continue providing passenger details" . |
| I have not received confirmation of purchase (E-mail) | If you choose to book now and confirm your purchase afterwards, you will receive an e-mail at your e-mail address containing confirmation of your booking, the booking code, the itinerary of your journey and passenger information. If you choose to book, be charged and for your tickets to be issued immediately, you will receive an e-mail at your e-mail address containing confirmation of your purchase, the numbers of the e-tickets issued for each passenger, the itinerary of the journey, passenger information, seats chosen, etc. If you do not receive the e-mail confirming your purchase, please contact Serviberia on 901 111 500 . If your ticket was issued by a travel agent's, please contact them. |
| I have lost my ticket (Duplicate) | Since the end of 2007, all Iberia tickets have been e-tickets. The e-ticket replaces the paper document with an electronic register stored in a database at Iberia which contains all the details of each ticket. Passengers will be sent the receipt/itinerary for their ticket in an e-mail sent to their e-mail address. On the day of the flight, the customer only has to identify themselves at the airport with an official document that accredits their identity. |
| I confirm my booking | Although you do not need to reconfirm the booking with Iberia, if you wish to check the details on your ticket, you can do so in the following ways. On our website at iberia.com, by accessing Bookings management . You will need to enter the 6-digit booking code and a passenger surname. You can revise your travel details: passenger information, your flight details (dates, times, seats) and method of payment or selected delivery. Through our Serviberia service, on + 34 901 111 500. Choose option 2 on the voice menu and then give the 6 digits from the booking code and a passenger surname. If you have yet to start your journey, you will receive details about the number of passengers travelling, flight origin and destination and flight times. Voice recognition will also ask you for a contact telephone number at the destination. If you have started your journey, you will receive the same information but only about the return flights. Should there be any inherent changes to the scheduling of your flight, you will be informed immediately via SMS to your mobile or in an e-mail sent to your e-mail address. |
| Can I leave a reservation pending confirmation and purchase the ticket at a later date? | You can make a reservation and purchase the ticket later on the pages for Germany, Argentina, Austria, Belgium, Chile, Denmark, Sweden, Spain, Greece, Holland, Israel, Mexico, Portugal, Switzerland and Uruguay . Remember that if you make a reservation without purchasing the ticket, you have a 24 hours (until 23:59h tomorrow) to issue your ticket. |
| How can I retrieve details of a reservation made using Iberia.com and purchase my ticket? | So long as your reservation was made at Iberia.com , you can go ahead with the purchase of your reserved seat from Booking management . Without loging in : Once the page is open, enter the reservations code and the passenger's surname and click on continue. The reservations details will appear on the next screen, and two options are available : cancel trip plan (if you do no wish to buy the ticket) and confirm (if you wish to buy the ticket). Click on confirm and on the following screen complete the details needed to finalize the purchase of your ticket. From the "Personal Area:" Access and we will then show you the list of reservations and purchases made via our Web site. To view the trip details, click on the booking record locator or on the option "view detail", this option allows you to view the details of your trip or confirm the purchase. Enter the details needed to complete the purchase of your ticket. There are exceptions due to the purchase conditions, which will not allow you to retrieve a booking to buy it online, and/or leave a booking pending purchase . |
| How can I make a group booking? | Group bookings are considered to be for more than 10 passengers. It is possible to ask for a quote for a group, both through our call centre , and on our website. For further information and a quotation form, go to the "Fastpath" menu on the left of the Home page and choose Group Bookings |
| Do I have to type in the obligatory details every time I make a new reservation? | If you are an Iberia Plus customer, so long as you use your Iberia Plus number and your PIN to access the " Iberia Plus personal area ", you will have your details filled in automatically, facilitating the process of making on-line reservations or purchases. Remember that if this is not the case, every time you make a reservation you will have to fill out all the details. |
| How can I make a booking where the point of departure is a country other than the one in which I live? | You can select the country of origin of the booking directly from the flight search selection in the Home page. If this option were to be unavailable you can change the country and language on the top left of the Home page. Please remember that bookings are governed by the regulations on fees and terms and conditions of bookings in the country of origin, which may include additional management charges. Prices are calculated and charged in the local currency of the country of origin selected. If the card with which you are paying invoices you in a different currency from the new one, there may be a difference between the final amount displayed and the amount charged to your account.. Depending on the country of origin you select, there may be different security measures for payments and you may need to present the card with which you paid at the airport of departure. You can also issue tickets against your Avios from any country where this form of purchase/booking is allowed. |
| How can I buy a ticket for a return on any day? | Excluding the Puente Aéreo between Madrid and Barcelona, you cannot make return bookings with the possibility of an open return (open to use for one year) on our website. Although the conditions for some of the full fares for both Business and Tourist class allow you to change the return date without incurring any penalties, we recommend that you call Serviberia , with an Iberia branch office . |
| How can I buy a ticket for a person that lives in another city? | In the majority of cases and unless indicated during the booking process, provided the card used for payment is a Visa, MasterCard or American Express card , and that it is issued in the country where the flight originates, you can buy a ticket for another person. There are security exceptions which obliges the payer to present the card for verification at the airport of departure . In such a case you will be advised during the buying process, on the payment page whether the cardholder is required to present the card at the airport on the day of departure. For the same reason it is not possible to pay for tickets using virtual cards . If this rule is not adhered to, the passenger will not be allowed to board, being able to do so only by buying new tickets at that time. There is also the option of collecting the ticket at an Iberia office or making the booking at a Travel Agency. Bear in mind that the ticketing fee may vary when choosing to buy other than via our website. |
| How can I find the most competitive prices? | From the main page or from the advanced search option you can select the country of origin for the booking to check flight availability and prices. Please remember that bookings are governed by the regulations on fees and terms and conditions of bookings in the country of origin, which may include additional management charges. Prices are calculated and charged in the local currency of the country of origin selected. If the card with which you are paying invoices you in a different currency from the new one, there may be a difference between the final amount displayed and the amount charged to your account.. Depending on the country of origin you select, there may be different security measures for payments and you may need to present the card with which you paid at the airport of departure. You can also issue tickets against your Avios from any country where this form of purchase/booking is allowed. |
| How far in advance can I buy at Iberia.com? | Minimum time-frame necessary to make a reservation via Iberia.com 6 hours 12 hours 24 hours 72 hours 96 hours Spain Germany Czech Republic U.S.A. Argentina Austria Denmark Peru Algeria Belgium Greece Puerto Rico Brasil Croatia Poland Chile France Romania Colombia Holland Sweden Costa Rica Italy Cuba Ireland Ecuador Malta Egypt Portugal El Salvador United Kingdom Equatorial Guinea Switzerland Guatemala Honduras Israel Morocco Mexico Nicaragua Nigeria Panama Paraguay Russia Dominican Republic Senegal Turkey Uruguay Venezuela South Africa |
| What do I need to sign up in Iberia Plus? | If you are an Iberia Plus Program customer, you will have received a secret code number (password) or PIN in your e-mail, to access your personal area where you can modify your contact details, add yourself to the mailing list, etc., and these changes will be recorded automatically on-line. |
| If I'm already a member of the Iberia Plus program , can I make a reservation for another person from my "Iberia Plus Personal area"? | Yes, so long as that person will be travelling with you. If, on the other hand, you wish to make the reservation for someone without travelling yourself, then we offer you the option of making a reservation without this person needing to join the Iberia Plus program, using the option "If you are not a member of our Iberia Plus Program" and then " Continue providing passenger details ". This option is the one that allows you to make reservations without the need to be an Iberia Plus member. If you made the reservation from your " personal area ", all the details applied to the reservation would be your own and not the person's for whom you wish to make the reservation. You will need to access this service via your "Personal Area" only where the reservation you wish to make is in exchange for Avios and is for one of the beneficiaries you have registered in your Iberia Plus account. |
| Why should I join the Iberia Plus program? | To take advantage of the program benefits, and because not only would your obligatory personal details be stored (meaning you don't have to fill them out every time you make a purchase), but you would also be able to obtain information on your Iberia Plus card and exclusive special offers for Program members, building up Avios right from the outset. |
| What is the Card Verification Value (CVV)? | The CVV consists of a validation code to verify the authenticity of your Visa, MasterCard, Diners Club or American Express card. On VISA, MASTERCARD and DINERS CLUBcards, this security code can be found on the back of the card and is identified by the last three digits of the number series. On AMERICAN EXPRESS cards, the four digit security code appears on the front of the card. |
| Do I have to show my credit card at the airport? | You do not always have to show the credit card used to buy the ticket at the airport on the day of departure. When you purchase your ticket (either through Iberia.com or by calling Serviberia) and depending on a number of factors, such as flight dates, destination, cost of the ticket and the country where the credit card was issued, you will be notified immediately if you need to show your credit card at the airport on the day of departure. If you purchased your ticket from an Iberia ticket office or a travel agent's, please check again with the issuing office. If you are told upon purchasing your ticket that a credit card should be presented, you MAY NOT use a virtual card as this cannot be physically presented. |
| I've detected a double charge after purchasing the flight ticket, what should I do? | When using a debit card in purchasing a flight ticket, there may be a double charge or temporary retention for an amount similar to the cost of the ticket on your debit card. The retention will disappear automatically in around 15 to 30 days, depending on your bank. This is part of the normal operation when using a debit card to buy a flight ticket in Spain. It is a problem that is completely outside the control of Iberia and is in line with the operation in Spain between the banks and the card issuers. The same occurs with credit cards, although it does not have the same repercussion because with a credit card your available credit will simply decrease for a few days. |
| Can the final tariff change depending on whether I choose the reservation or purchase option? | The tariff will change depending on the way the ticket is finally issued. When you make a reservation via Iberia.com, the price that is shown includes airport taxes, but ticketing fees are not shown, as this will depend on the chosen delivery option. Please remember that if you choose the reservation option, the reservation will be held for 48 hours, during which they can be purchased at any time by visiting the home page and selecting "Manage your booking" . If you prefer you can buy your ticket (s) at any Iberia office or Travel Agency. If you choose this latter option, every agency will apply its own table of ticketing fees. If this period expires without confirming the purchase, the reservation will be cancelled without any charge being made to your card. If you select the messenger delivery option, bear in mind that door-to-door delivery may incur an additional delivery fee, depending on the country from which the reservation is made (although several tickets can be included in a single delivery, with just one fee charged). To have the tickets delivered to an address, the person who receives the tickets will need to sign the delivery confirmation note. If you decide to buy the ticket, the issuing of the ticket (s) and charging to your card are performed automatically. |
| Why is it that such different fares can apply on a single flight? What factors are responsible? | The fares that apply depend on supply and demand at any given moment. There are many circumstances that cause differences between one fare and another, not just the availability of seats for a specific period or flight, but also the conditions under which they're purchased, the length of stay, or the policy regarding changes to flights and refunds. In general, fare tariffs are divided into two broad groups or families, "tariffs without restrictions" and " tariffs where restrictions apply ". The latter category is subdivided depending on several factors such as: whether changes/refunds are allowed upon payment of a penalty or not at all, whether they must be reserved or bought a certain length of time before travel, whether they require a minimum or maximum length of stay at the destination, whether the trip is undertaken in one season or another, and the departure/destination point of the reservation. |
| What does it mean when restrictions apply to the tariff shown, or if there are no restrictions? | When we speak of tariffs where restrictions apply we mean all those that have some type of limitation in the conditions that apply, that could refer to changes or refunds. Normally these are the lowest fares. The tariffs without restrictions would be all those that allow changes and refunds. These are the " full economy tariffs " and the " full Business Class tariffs ". Most of the tariffs where restrictions apply DO NOT ALLOW refunds, returns or changes, or else there are associated fees for administrative services. |
| Is there any discount for the disabled? | No discount rates are considered for people with some form of disability. However, our website contains very good price offers, depending on the dates of the flights and their availability. |
| Is there any discount for the over 65s? | No discount rates are considered for the over 65s. However, our website contains very good price offers, depending on the dates of the flights and their availability. |
| Are there any differences between child and adult tariffs? | Yes, but they will vary depending on the departure/destination point and the tariffs that were applied, although as a general rule we can say that: Children older than two years and younger than twelve years of age at the moment the flights depart ( child ) travel paying 50% of the fare on domestic flights (flights within Spain) with full tariff (i.e. without restrictions). If this minor (baby or infant), is to reach his/her second birthday before the end of the journey, you will have to purchase a child fare ticket for the entire journey. Children that still have not reached two years of age at the moment the flights depart ( infant ) and that don't occupy a seat pay 10% of the adult fare . These passengers may only travel with an adult. If you want a child under two years of age ( infant ) to travel occupying a seat, the child will pay the tariff for children between 2 and 11 years of age ( child ), and will have to bring an approved child seat to travel in. In addition, if an adult travels with two babies ( infant ), one will pay the corresponding ( infant ) tariff, travelling on the adult passenger's lap, but the second baby will pay the tariff for children between 2 and 11 years of age ( child ), as they occupy a seat (they must bring an approved child seat to travel in). For reduced tariffs a percentage will be applied that will depend on the tariff chosen. On international flights this percentage rate will vary depending on the destination and the tariff applied. For some special offers no discount will be applied. |
| Can I cancel my ticket and obtain a refund? | This will depend on the tariff chosen. Most of the tariffs where restrictions apply don't allow refunds, returns or changes, and where in some cases they are allowed, there is an associated penalty fee. If you purchased your ticket on Iberia.com, please check the refund conditions in the booking management section or call Serviberia. However, if your ticket was purchased through an agency, please contact them directly. IMPORTANT: The fee for issuing the ticket is non-refundable The fuel surcharge will be refundable if the fare conditions allow it |
| Can you change the name on the tickets? | Changes to names on reservations of seats and/or tickets are NOT allowed. For this reason we ask you to pay special attention when writing the names and family name(s) of the passengers, which must coincide with the documentation they present at the airport on the day of the flight. If the details on the ticket don't coincide with the documentation presented, the right to board the flight may be denied. |
| I want to change the dates/destination/origin of my ticket, how should I do it? | If you have made a booking for a flight and if your fare allows changes, you can now do these online. To do so you need to go to Booking Management. If your ticket does not allow changes via Iberia.com, you need to call our Call Centre or go to an Iberia sales office to action them. Refunds and changes : 901 111 500, 24h |
| When will the charge be made to my card used for pay? | If you have selected Electronic Ticket, the charge to your card will be made automatically, once the Online Booking and Purchase process has taken place. Please remember that the holder of the card used for payment will have to present it on the day when the flight departs at the Iberia check-in desk, except for Iberia Plus Platinum, Gold and Silver card holders . Presentation of the card used for payment will only be required at the first departure point (not on the return journey or in transit). |
| What processes can I perform through “Manage your booking?” | Once the electronic ticket has been issued through Iberia.com, you can confirm the status of your booking (flights, dates, schedules…), make enquiries, changes or refunds, as long as this is permitted by the rate selected, reserve seats and purchase additional luggage. If you have a pre-booking you can access it in order to confirm or cancel the booking. You can also include your information if you are travelling to one of the countries whose governments require Iberia to collect Specific Passenger Information before starting your flight. For all this, you only need your booking code and access Manage your booking . |
