Understand your customer's options for flights booked with Iberia, Iberia Express and Air Nostrum
My customer's flight hasn't been cancelled
For flights sold by Iberia between 1st March 2020 and 30th June 2020 which are still operating, there are two options:
Change flights completely free of charge to up to 31st March 2021
The customer can change their flight completely free of charge. They will not have to pay a change fee or any difference in the fare or taxes.
Only one change is permitted per booking, and the new flights must be for the same route.
Rebooking to the following dates is not allowed:
- 9th October 2020 to 12th October 2020
- 4th December 2020 to 9th December 2020
- 19th December 2020 to 10th January 2021
- 24th March 2021 to 31st March 2021
To rebook, email firstname.lastname@example.org with the Duffel order ID or booking reference, and the customer's new choice of dates.
Request a refund voucher
The customer can request a refund voucher for the original amount they paid, which can be used on Iberia.com.
Until 30th April 2020, Iberia are offering a special bonus of 10% - so if the customer originally paid £100, their voucher will be worth £110.
One voucher will be issued per passenger for bookings with multiple passengers. The voucher is non-transferable (tied to the original passenger), and can be used up to 30th June 2021, with no blackout dates.
The customer doesn't have to use the full amount in one purchase. They can use the voucher several times until the full amount is spent.
To rebook, email email@example.com with the Duffel order ID or booking reference. You should receive the voucher within 5 working days.
My customer's flight has been cancelled
For flights that been cancelled, the customer can pick one of the two options above, or alternatively, they can request a refund.
At the moment, we are unable to request refunds from Iberia. We're working to address this issue. If your customer wants a refund, email firstname.lastname@example.org with the Duffel order ID or booking reference and we'll log your request.