Refunds for these cases, if applicable, will be made in the form of a voucher. The voucher will be NON‑NOMINATIVE, NON‑REFUNDABLE, and may be used on any flight within the Iberia network, with a validity of one year from the date of issue.

The agency must request it by phone through the Iberia Call Center

The date of hospitalization and the travel date must coincide. This must be supported by an original death certificate and the family record book to prove the family relationship.

If applicable, a voucher will be issued in exchange

The illness and the travel date must coincide. This must be supported by an Official Medical Certificate.

The cases that may be accepted for processing are the following: chickenpox, tuberculosis, pneumonia, influenza A, meningitis, measles, mumps.

If applicable, a voucher will be issued in exchange

The date of death and the travel date must coincide. This must be supported by an original death certificate and the family record book to prove the family relationship. The same documentation is required for passengers travelling with the affected person.

If applicable, a voucher will be issued in exchange.

The agency must submit the request through BSPLink

The agency may request a date change or a voucher refund through www.iberia.com under Manage your booking. If this cannot be processed via the website, the request must be submitted through BSPLink.

The agency may request a date change or a voucher refund through www.iberia.com under Manage your booking. If it is not possible to process it via the website, the request must be submitted through BSPLink.

(*) Internal procedure: Lamberth will send an Excel file with these cases to Agency Refunds at sbdrem2@iberia.es for voucher issuance..

Hospital admission only. The hospitalization and travel dates must coincide. This must be supported by an original hospital admission certificate.

The same documentation is required if there are other passengers under the same booking / travelling on the same flights. Refunds must be processed simultaneously.

The date of death and the travel date must coincide. This must be supported by an original death certificate and the family record book to prove the family relationship.

The same documentation is required if there are other passengers on the same booking / same flights.

Refunds must be processed simultaneously.

The Refunds Department will send a letter of release, which must be completed and signed by the legal heir and returned, together with the following scanned documentation:

• Original death certificate.
• Copy of the refund applicant’s ID.
• Copy of the family record book proving the relationship between the deceased passenger and the family member, in the event that the heir is a first-degree relative.

If the ticket was paid by credit card, the refund will be processed to the same form of payment.

If it was paid in cash, the refund will be made to the bank account of the heir.

Cancellation / schedule change of 5 hours or more on IBERIA GROUP flights (IB, YW, I2), for tickets with flown coupons.

Cancellation / schedule change of 1 hour or more on IBERIA GROUP flights (IB, YW, I2), for tickets with flown coupons.

Cancellation or delay due to an incident attributable to the Iberia Group, occurring on the day of the flight:

• More than 3 hours on short- and medium-haul flights
• 5 hours or more on long-haul flights
• Resulting in a missed connection.

Tickets in checked-in, boarded, airport control status, or any other status other than “open for use".

Original agency-issued tickets reissued by Iberia

Agency-issued ticket reissued by another airline.

Tickets / EMDs issued more than 12 months ago and less than 18 months ago

The journey cannot be operated by air, and an alternative overland transportation option will be offered and accepted by the passenger

EMDs issued by Iberia or by an agency will not be eligible for self-management under any circumstances or with any type of authorization

The passenger does not travel in the paid class/route on any of the segments operated by other airlines

Tickets mistakenly refunded by the agency for a lower amount than applicable

Two or more documents issued exactly the same: same flights, schedules, route, passenger name, and fare, with no differences whatsoever between them.

Tickets issued by agencies that are not active in BSP or whose offices have closed.

Contact: iberiarefunds@lamberth.de

Requests are processed through https://agencias.iberia.com/. Please log in with your registered user to carry out the corresponding operations in the Refunds section.