Denied boarding only occurs in exceptional situations. In that case, you will have to contact the airport staff directly as our Customer Service Centre does not have the information or ability to relocate you to another flight.
If you decide not to fly with us, you can request a refund by filling in this form. You'll receive a first response from us within 10 days. If you don't hear from us within that time, it means that we're still working on your case, either because it's more complex or because we have to obtain information from third parties. Once we've processed your refund, it may take up to 30 days to reach your account, depending on the bank. You should contact your bank if it doesn't reach your account within that time.

Remember, we won't be able to give you a solution in the following cases:

• You don't board because you decide not to or for any reason beyond the control of Iberia (state of health, safety, behaviour).

• You don't show the required travel document, you refuse to pass through the security controls or you arrive at the boarding gate too late.

• You are travelling with a ticket that has not been directly or indirectly available to the public.