Government taxes will always be refunded:
*If partially used, those corresponding to the coupon/coupons not flown will be refunded.
*If unused, they will be refunded in full.
- The YQ charge will be governed by the fare regulation.
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Reservas
Self-managed refunds
They do not require the intervention of the Refunds Department. They are processed by the agency at the passenger's request, although all are subject to intervention-checking and possible ADM by Iberia.
Agencies may refund all tickets issued by the agency itself within twelve months of the date of issue, depending on the fare rule applied, provided that the status of the ticket/coupon(s) is open for use and using the same form of payment in which it was issued.
In cases where documentation is required, the agency shall keep it in safe custody until it is requested. If any documentation is missing, Iberia will generate an ADM.
Tipology
Self-managed refunds:
Voluntary According to Fare
At the passenger's request. Tickets issued by the agency, within 12 months of issue and with open coupons.
Airport Taxes (*)
At the passenger's request. Tickets issued by the agency, within 12 months of issue and with open coupons.
Death in Family 1st Degree (parents, children, spouses and in-laws) (*)
The date of death and date of travel must coincide. Attested with an original death certificate and a photocopy of the family book, with the relationship of the relative. Same documentation if there are other passengers on the same booking/same flights. Refunds must be simultaneous.
Serious Illness of the Ticket Holder
Hospital admission only. Hospitalisation and travel must coincide. Attested by an original hospital admission report. Same documentation, if there are other passengers on the same booking/same flights. Reimbursements must be simultaneous.
Cancellation/Change Schedule Equals or Exceeds 5h or More, on completely Unused Tickets
Cancellation/time change of 5 hours or more, on IBERIA GROUP flights (IB, YW, I2), on completely unused tickets.
Attested by a copy of the PNR history showing the *UN* *TK* of the affected flight(s).
Cancellation/Change of 1h Flight Number, On Completely Unused Tickets
Cancellation/change of flight number equal to or more than 1h, on IBERIA GROUP flights (IB, YW, I2), on completely unused tickets.
Attested by a copy of the PNR history showing the *UN* *TK* of the affected flight(s).
Flight Cancellation/Delay at the airport, on Completely Unused Tickets
Cancellation or delay due to an incident attributable to the Iberia Group, occurring on the day of the flight:
• Of MORE THAN 3 hours for SHORT AND MEDIUM HAUL flights.
• EQUALS OR EXCEEDS 5 hours for LONG-HAUL flights.
• Involving LOSS OF CONNECTION.
This must be proven with a receipt or copy of the reservation, with the airport stamp certifying the incident.
Causes of Force Majeure (*)
Accredited with a document issued by the relevant authority or Iberia Informa, published on the website.
Accident in itinere *
Attested by a report of the accident, stamped by the competent authority or an insurance report stamped by the insurer, in which the date and time of the accident are stated. The same documentation if there are other passengers on the same booking/same flights. Reimbursements must be made at the same time.
Refusal of the trip within 24h (*)
Attested by a copy of the booking history showing that (booking +) issue + cancellation + refund have been made within 24 hours.
Net and Negotiated Fares
According to the contract signed by the agency.
Refundable/Non-Refundable Fare Combination
According to fare rule/fare component when TICKET IS FULLY OPEN.
Groups
The same exceptions as for the rest of the tickets included in these regulations.
Aclarations
Taxes
Death and hospitalisation of family members.
First degree
Spouse
Parents
Parents in law
Children
Second degree
Brothers and Sisters
Brother/Sisters in law
Grandparents
Grandchildren
Third degree
Nephews and nieces
Uncles/Aunts
Fourth degree
Cousins
Death of the ticket holder
The Refunds Department will send you, scanned or by post, a document that the legal heir must return completed and signed, enclosing the following documents, scanned from originals, or by post:
• Original death certificate
• Copy of the ID card of the person requesting the reimbursement
• Copy of the family record book proving the relationship between the deceased passenger and family member, in the event that the heir has a first degree relationship.
The refund, which will be processed with a €30 processing fee, will be made in the same form of payment if the ticket was paid by credit card; and to a bank account of the heir if it was paid in cash.
Causas of Force Majeure
Causes of objective force majeure, such as earthquakes, exceptional meteorological causes, collapse of roads or similar, which prevent access to the airport or the operation of the airport itself.
Accidente "in itinere"
Accident that the passenger suffers while travelling to the airport, in any means of transport, public or private.
Cancellation of the trip within 24 hours.
For emissions through GDS: Reservation + emission + cancellation + refund within 24 hours prior to the flight.
• For NDC: Issue + cancellation + refund within 24 hours prior to the flight
