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AccessRefunds in Latin America
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Refunds in Latin America
All the information you need to know about how to manage your refund with Iberia
The following casuistry sets out the cases admissible by Iberia for reimbursement processing.
Failure to comply with the requirements detailed will result in the reimbursement not being accepted by Iberia and the corresponding charge.
The fact that the system admits an automatic refund through CRS (Central Reservation System) does not presuppose acceptance by the company, which reserves the right to audit at any time it deems appropriate within the legally established deadlines, and to act accordingly.
The casuistry is divided into two: self-manageable refunds and non-self-manageable refunds (requiring documentation).
Self-manageable refunds
They do not require documentation and do not require the intervention of the Refunds department. They are processed in the agency at the passenger's request and are automatic through CRS (Central Reservation System), although they are all 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.
Non-self-manageable refunds
They require documentation and the intervention of the Refunds department. The agency must make the request through BSP, attaching the documentation required in each case.
Specifically for medical cases, the issuing agency will make the request through Sales-Support-Latam@iberia.es for Latin American markets and sales-support-Euraf-Spain-IBled@iberia.es for European markets.
The resolution of the case, whether it leads to its processing or not, or the need to provide documentation, will be communicated to the agency through BSP. This implies that the agency will have to log in periodically to know the status of its file.
(Quitar)
The Refunds department will manage the refund of the tickets to your payment method:
• Those paid by credit card directly to the same card.
• Those paid in cash with a refund note through BSP.
Self-manageable refunds
CAUSE
CANCELLATION/TIME CHANGE EQUAL TO OR MORE THAN FIVE HOURS ON COMPLETELY UNUSED TICKETS
CANCELLATION/CHANGE OF ONE-HOUR FLIGHT NUMBER ON COMPLETELY UNUSED TICKETS
FLIGHT CANCELLATION/DELAY AT AIRPORT ON FULLY UNUSED TICKETS
Waiver
Cancellation within 24 hours after issuance of the tkt.
Booking + issuance + cancellation + refund must be made within 24 hours. For issuance via GDS
Issue + cancellation + refund within 24 hours. For NDC issuance ABANDONMENT OF THE JOURNEY WITHIN 24H
REQUIREMENTS
Cancellation/time change of five hours or more, on IBERIA GROUP flights (IB, YW, I2), on completely unused tickets.
This must be proven with a copy of the PNR history showing the *UN* *TK* of the flight(s) affected.
Cancellation/change of flight number equal to or more than one hour on any of the flights booked by the passenger that appear in the PNR that ARE of the IBERIA GROUP (IB, YW, I2), on completely unused tickets.
Proof must be provided with a copy of the PNR history showing the *UN* *TK* of the flight(s) concerned.
Cancellation or delay due to an incident attributable to the Iberia Group, occurring on the day of the flight
- of MORE THAN THREE HOURS on SHORT AND MEDIUM HAUL flights, EQUALS OR GREATER THAN FIVE HOURS on SHORT AND MEDIUM HAUL flights
- EQUALS OR EXCEEDS MORE THAN FIVE HOURS on LONG-HAUL flights,
- involving a LOSS OF CONNECTION.
This must be accredited with a receipt or copy of the reservation with the airport stamp certifying the incident.
The agency must include the authorisation number in the remarks field of each refund and will keep documentation with IB Commercial approval in case it is required
This must be accredited with a copy of the booking history that proves that the four steps have been taken within the indicated period.
The agency must keep the necessary documentation to justify the refund because Iberia, through its Audit and Refunds department, may require it..
Non-Self-manageable refunds
CAUSE
COMBINATION REFUNDABLE/NON-REFUNDABLE FARES
TICKETS WHICH ARE NOT OPEN
ORIGINAL AGENCY TICKET REISSUED BY IBERIA
ORIGINAL AGENCY TICKET RE-ISSUED BY ANOTHER AIRLINE
DOCUMENTS EXPIRED MORE THAN 12 MONTHS, LESS THAN
18 MONTHS PREVIOUSLY
DOCUMENTS EXPIRED MORE THAN 18 MONTHS PREVIOUSLY
DIFFERENCE DUE TO SURFACE TRANSPORT
IBERIA TICKETS WITH SECTIONS OF OTHER AIRLINES
EMDs
CANCELLATION/TIME CHANGE OF FIVE HOURS OR MORE ON PARTIALLY USED TICKETS
CANCELLATION/CHANGE OF ONE-HOUR FLIGHT NUMBER ON PARTIALLY USED TICKETS
SCHEDULE CHANGE ON FLIGHTS OF ANY AIRLINE OTHER THAN THOSE OF THE IBERIA GROUP FOR BOTH UNUSED AND PARTIALLY USED TICKETS
FARE DIFFERENCE ON IBERIA FLIGHTS
FARE DIFFERENCES ON FLIGHTS OF OTHER AIRLINES
REFUNDS MADE FOR LESS THAN THE AMOUNT DUE
REFUNDS MADE FOR MORE THAN THE AMOUNT DUE
ILLNESS - COVID19
DUPLICATE DOCUMENTS
GROUPS
SPECIAL SERVICES
IATA CANCELLED
DEATH OF TICKET HOLDER
TRANSCRIPTION ERROR IN NAME (From 01/03/2019)
HOSPITAL ADMISSION FAM. 1ST GRADE
INFECTIOUS CONTAGIOUS DISEASES
REQUIREMENTS
According to fare rule/fare component when TICKET IS PARTLY USED. Agency will make request through BSP.
Agency will make request through BSP.
Agency will make request through BSP.
Agency will make request through BSP.
Agency will make request through BSP.
Agency will make request through BSP.
Agency will make request through BSP.
The agency will apply through the website of Iberiagencias.
The agency will apply through the website of Iberiagencias.
NOT AGENCY-MANAGED IN ANY CIRCUMSTANCESOR WITH ANY AUTHORIZATION
Cancellation/time change equal to or more than five hours, on IBERIA GROUP flights (IB, YW, I2), on tickets with coupons flown.
The agency must request the refund through the Iberiagencias website.
Cancellation or change of flight number equal to or more than one hour, on IBERIA GROUP flights (IB, YW, I2), on tickets with coupons flown.
The agency must request the refund through the Iberiagencias website.
Change of schedule equal to or more than five hours on any of the flights booked by the passenger that appear in the PNR, of any company that is NOT part of the IBERIA GROUP (IB, YW, I2), both in full unused tickets and with coupons flown.
The agency must request the refund through the Iberiagencias website.
Agency will make request through BSP.
Agency will make request through BSP.
Agency will make request through BSP.
Agency will make request through BSP.
It must be accredited with a medical report, laboratory test, etc... in the name of the passenger that clearly indicates the positive COVID test within 7 days prior to the flight. The issuing agency will make the request through Sales-Support-Latam@iberia.es for Lacar markets and sales-support-Euraf-Spain-IBled@iberia.es for Europe markets.
Agency will make request through BSP.
NAME CHANGES - NOT self-manageable and always with the express authorisation of Groups.
Agency will make request through BSP.
Agency will make request through BSP.
Agency will make request through BSP.
From that date onwards you should contact Serviagencias.
See section NAME CORRECTION on this website.
The date of admission and the date of travel must coincide. Original hospital admission report. Copy of the family book proving relationship. The agency will make the request through Sales-Support-Latam@iberia.es for Lacar markets and sales-support-Euraf-Spain-IBled@iberia.es for European markets. If applicable, a VOUCHER WILL BE ISSUED IN EXCHANGE.
The date of admission and the date of travel must coincide. Original hospital admission report. Copy of the family book proving relationship. The agency will make the request through Sales-Support-Latam@iberia.es for Lacar markets and sales-support-Euraf-Spain-IBled@iberia.es for European markets. If applicable, a VOUCHER WILL BE ISSUED IN EXCHANGE.
