Statement as follows:
Due to the COVID-19 outbreak, we have been updating our flexibility policy depending on each origin/destination situation.
Consequently, we are providing you with the relevant information so you can choose the best alternative for your client and your teams, gaining speed to market and self-sufficiency.
Although we have reinforced our call centre services to support the agencies, we cannot reply to the volume of queries with the speediness that we would like to.
To avoid the mentioned situation and enforce our service, we are making changed to our agency website Iberiagencias, so that you have easy access to the latest relevant commercial policy.
Information provided can be eventually affected by Public Administrations travel ban information that you will find on the distribution systems.
Considering the current situation may vary during the next few days, we recommend a review of the flight status on the distribution systems while checking the latest information available in iberiagencias, trying to avoid phone support if possible.
For passengers affected by provisional flight suspension who are currently in their destinations but unable to return due to flights restrictions being adopted, Iberia will do its best to relocate them and will look for alternatives with other carriers. However, due to the circumstances, a similar alternative cannot be guaranteed, and in some cases may be unmanageable to achieve.
If a voucher is allowed by the flexibilization policy, you can get the voucher as follows:
Booking should not be cancelled
Access the website – https://contacto.iberia.com/normativaespecial?idioma=EN and full in the form
Each booking (PNR) requires filling in one form
Each ticket in the PNR will generate one voucher. The voucher codes will be the ticket numbers
If a voucher is required just for particular tickets in a multiple ticket PNR, a split is required.
The voucher will be sent to the email address entered in the form. We recommend including the passengers’ email address
The voucher amount will be the cost of the ticket plus the ancillaries (if any) but will not include any management fees the agency may have applied
The voucher can be used to issue a ticket on iberia.com. Flight must be completed by December 31, 2020
The voucher is valid for 075 tickets regardless of the operating carrier
As we cannot guarantee a prompt issuance, EMDs are no longer foreseen as a flexibility option. We believe that the voucher is a better and more immediate tool.
If the ticket refund is allowed, it can be completed via BSP link of following the standard refund procedures of each country.
Thanks for your collaboration and we kindly ask you to avoid phone support if there is any other alternative to access commercial information, flight status, self-management vouchers, refunds or group management. Please contact call centres if there is no specific channel for the service required and the query is related to flights departing the following seven days.
