Iberia constantly strives to ensure universal access to our website, regardless of the hardware, software, network infrastructure, language, culture, geographical location and skills of the users. To this end, it has implemented the accessibility guidelines for Web 2.0 content set by W3C-WAI and abides by the AA requirement level.
For this task, Iberia collaborates with ILUNION Tecnología y Accesibilidad, a company that certifies accessibility of web environments since 2003.
Compliance with standards XHTML and CSS: Correct encryption can be correctly interpreted by browsing devices, especially by special devices used by people with limitations.
Correct semantic structure: Organised presentation layout to ensure better access to content; particular care is given to headings, lists and tags, i.e. key elements in navigation using screen readers.
Remove codes that are not recommended by W3C: Support tools can interpret and display content and its context correctly.
Use of proportional measurements in style sheets: This benefits the user since they can control how the content is shown on screen.
Strive for the contrast between content and background to be at least in accordance with minimum requirements: Ensure that all users can read the content.
Accessible form development: So as not to limit the ability to raise queries, submit requests, search content and, in general, interact with the website.
Separation of content, presentation and Javascript programming: so that users that do not have this technology are able to understand and access all information on the page.
Add title attributes to the links: so that the links' names make sense out of context.
Always offer an alternative to dynamic content (Javascript, Ajax, Videos, etc.): so that users that are not able to access this technology can navigate and understand the content correctly.
Perceivable: We have tried to ensure that all online information and content can be perceived by all users.
Operable: Developments on Iberia's website are focused on the users, irrespective of their skills. The purpose is that all interfaces can be used and adapted.
Comprehensible: Content implementation and page interface handling ensure that can they been comprehended by all users.
Robust: All operations on Iberia's website have been developed, assessed and tested to ensure that they are supported by multiple user applications.
Compliance: Iberia's website fully observes and complies with AA/WCAG 2.0 suitability level on all pages and processes. There are no interferences and its content is supported and can be accessed by the most common technical aids.
The following content and functionalities are fully accessible (AA) and are always evolving.
Buying tickets and associated products in any form (/flight-search-engine/).
Request for special requirements due to visual, hearing or cognitive impairment.
Check-in for any flight operated by Iberia (/online-checkin/).
Access to and change of bookings (/manage-my-booking/).
Access to information about flight status (/arrivals-and-departures/).
Check flight times.
Access to and management of personal information under the company's loyalty programme.
Company contact details.
The following resources about tools and support products that are compatible with our website may also be of use to you and help to improve your browsing experience.
WCAG 2.0 guidelines (https://www.w3.org/TR/WCAG20/).
Guidelines from section 508 of the U.S. Federal Government.
Visual aid tool.
Hearing aid tool.
Cognitive aid tool.
Initiatives and projects with ILUNION Tecnología y Accesibilidad to improve universal accessibility in every Iberia environment.
Our Privacy Commitment
Iberia is committed to respecting your privacy and protecting your personal information.
We will be transparent about the information we are collecting and what we will do with it.
We will use the information you give us for the purposes described in our Privacy Policy, which include providing you with services you have requested and enhancing your experience with IBERIA.
We will also use the information to help us understand you better and so that we can give you relevant offers.
If you tell us you don’t want to receive marketing messages we will stop sending them. We will, of course, continue to send important information relating to a product or service you have purchased to keep you informed about your booking and travel itinerary.
We will put in place measures to protect your information and keep it secure.
We will respect your data protection rights and aim to give you control over your own information.
You can access our full Privacy Policy below to help you to understand better how we use your personal information. In it, we explain in more detail the types of personal information we collect, how we collect it, what we may use it for and who we may share it with.
Within our full Privacy Policy you can find some specific examples of why and how we use your personal information. If you have further questions please get in touch with us at our Data Protection Office by email at OficinaDPO@iberia.es .
Without prejudice of your rights under the relevant applicable laws, this Privacy Policy and the information above have no contractual nature and are not a part of your contract with us.
Any personal information processed by Iberia in connection with this Privacy Policy is controlled by Iberia Líneas Aéreas de España S.A. Operadora, Sociedad Unipersonal, holder of Spanish VAT no. ES-A85850394 (hereinafter “IBERIA”), which is considered the “data controller” under European Union data protection law. Our contact address for this purpose is “Data Protection Office of Iberia Líneas Aéreas de España S.A. Operadora, Sociedad Unipersonal” at Calle Martínez Villergas numero 49, 28027 – Madrid (SPAIN) or by email at OficinaDPO@iberia.es.
If you made a booking with us but one or more flights are operated by other air carriers, then each of these carriers will also be, independently, a data controller under European Union data protection law.
IBERIA is a legal entity pertaining to IAG Group, the parent company of which is the Spanish legal entity International Consolidated Airlines Group, S.A.. You may learn more about what companies are part of IAG Group below.
In addition, if you are a member of our loyalty scheme IBERIA PLUS then the company Avios Group Limited (AGL) –which is an IAG Group company, as well- will also be a “data controller” together with IBERIA of your personal information being processed within Iberia Plus Loyalty Program. Avios Group Limited’s address is Astral Towers, Betts Way, Crawley RH10 9XY – United Kingdom. Its webpage is at www.aviosgroup.com and its Data Protecction Office may be reached by ordinary mail to the aforementioned address or by email at data.protection@avios.com .
Personal information means details which identify you or could be used to identify you, such as your name and contact details, your travel arrangements and purchase history. It may also include information about how you use our websites and mobile applications.
This Privacy Policy applies to personal information about you that we collect, use and otherwise process in connection with your relationship with us as a customer or as a potential customer or as a member of our loyalty schemes IBERIA PLUS or ON BUSINESS, including when you travel with us or use our other services –such as our auction website or our gift cards service- , use our websites or mobile apps, contact our service agents or call centres and book to use our services through third parties -such as travel agents and other airlines.
When we refer to other entities being data controllers within Sections “Data Controller” or “Who do we share your personal information with?”, you should consult their own privacy policies for further information.
If you decide to hire additional services with us, such as making an on board purchase or using our in-flight entertainment devices or taking part in one of our contests organised by Iberia together with third party collaborators, please take into account that further terms and conditions may apply.
We make serious efforts to care for and protect your personal information when you share it with us. Below you can find some recommendations on how to keep your personal data safe.
Do not share your booking code or locator
When you make a booking you will be furnished with a reservation code –also known as PNR or Passenger Record. This reference will be included in your booking confirmation email or within the ticket of each passenger within that reservation.
Please always keep your reservation code confidential. If you share it with a third person he/she may access your booking data in our systems.
If you travel with others and you do not want them to have access to your booking data it might be advisable that you carry out your reservation separately.
Do not share your Iberia Plus, Iberia Joven or On Business personal area log-in data
To make sure that access to your personal area in our webpage and mobile application is safe please do not share your Iberia Plus; Iberia Joven or On Business –the specialised companies for companies we sponsor together with British Airways Plc- log-in data with anyone. When you finish using our website, online services or mobile applications please make sure to end your session if someone else may access your computer or device. This is particularly relevant in the case that you are using a public access computer or device.
Be cautious and protect yourself from internet fraud and “Phishing”
There is a broadly spread type of internet fraud practice known as “Phishing” aimed to illegally obtaining your personal information by deception. Unsolicited emails are sent to individuals from a list that has been illegally obtained, and recipients are requested to insert or confirm their passwords or bank details in a false or cloned website.
We collect personal information about you whenever you use our services -whether these services are provided by us or by other companies or agents acting on our behalf- including when you travel with us, when you use our website, or interact with us via email or mobile applications or use our contact centres.
Here are some examples of when and how information is collected:
When you book or search for a flight or other products or services on our website or app.
When you book a flight or other products through our other sales channels, such as a travel agent.
If you join any of our loyalty schemes Iberia Plus, Iberia Joven, On Business, or when you register in our ticket auctions website or when you decide to purchase one of our gift cards.
When you call our contact centres or service agents.
When you complete a customer survey to provide us with feedback.
When you enter a contest or register for a promotion or if you choose to interact with us via social media such as Facebook or Twitter.
When you travel with us and use our VIP lounge facilities and airports where we operate.
If you use our in-flight entertainment and communication services.
When you click on one of our emails or navigate around our website. We may also gather information about how you found us on the internet and the sites you previously visited.
To learn more please refer to Section “What types of personal information do we collect and retain?” below.
In addition, we may receive personal information about you from third parties, such as:
Companies contracted by us to provide services to you.
Companies involved in your travel plans, including airlines involved in your prior or onward journey, relevant airport operators and customs and immigration authorities.
Companies that participate in our loyalty schemes and other customer programmes (e.g. car hire providers and hotels).
Companies who provide details to us that you have agreed can be shared with Iberia.
When you use our services you will need to provide us with your personal details or the details of those individual(s) who will be travelling.
We collect the following categories of personal information:
Information you provide in order for Iberia to complete and manage a booking you have made with us or a service you have requested from us.
Examples: Your name, address, email, contact details, date of birth, gender, passport or other national ID number, your account details and payment information.
If you buy tickets for someone else we may collect your billing information but may communicate with the passengers directly about their flight.
We will know whether you have made your booking at iberia.com or in any other sales channel such as a travel agency or our contact centres.
Examples: We may collect information such as your interactions with our personnel and cabin crew before and during the flight.
We may track location data from your devices where you have permitted us to use it.
We collect information about your use of our services during travel, such as your use of our inflight entertainment system or our VIP lounge facilities.
Example: Details of your booking, travel itinerary, details of any additional assistance you require and other information related to your travel with us such as meal preferences or dietary requirements.
Example: Details of your previous travel arrangements, such as your previous flights and travel-related issues, including upgrades received, your baggage requirements, airport disruption, luggage incidents and your customer feedback.
Examples We will retain your data to guarantee our correct interaction with you when you have joined our loyalty schemes Iberia Plus or Ob Business or when you have identified yourself as a member of our schemes or any other loyalty scheme we accept.
We will retain your information when you have taken part in any of our contests or promotional initiatives, or when you have interacted with us through social networks such as Facebook or Twitter.
Examples: To help us customise your personal information and to improve our website we use “cookies” and other similar technologies and collect information about your searches and the contents you have visited on our website, such as what website you are surfing from, or the banner advertisements or links appearing in our marketing partners’ websites.
We will use the information gathered in the cookie to better understand you as our customer. This information may include, if you have fed it into our website, information on a flight booking or a passenger name in the case these data were linked to your personal profile in Iberia Plus.
From your use data we may learn that you have visited iberia.com and searched for a flight, but you have not made your reservation yet. We might use this information to contact you and offer you further information on this booking or the destination you might be interested in.
Certain categories of personal information, such as that about race, ethnicity, religion, health, sexual orientation or biometric data are considered “sensitive personal data” requiring an additional level of protection under European Union data protection law. In Iberia we generally try to limit the circumstances where we collect and process sensitive personal data. These are examples on circumstances where we might need to collect and process sensitive personal data:
It may also happen that you have requested a particular type of special meal –such as a certain menu- which may imply or suggest you hold particular religious beliefs or have a particular health or medical condition.
The main purposes for which we use your personal information are:
Example: We will need to use your name, address, email, contact details, date of birth, gender passport or national ID information, and payment data and information so that we can process your bookings, fulfil your travel arrangements, collect consideration for our services, provide information required by relevant authorities –such as tax, custom or immigration authorities- and so that Iberia knows who is booked on a flight.
Example: If you have not arrived at the gate to board your flight we may need to check whether you have passed through airport security or whether you were on a connecting flight in order to understand how to contact you about boarding the flight.
Please also be aware that in some airports where we operate, facial recognition is used –although the use of this technology is voluntary unless mandated by law.
Example: You may receive a notice from us to inform you that check-in is already open, or that your flight is delayed or cancelled, or on any changes affecting the services you hired with Iberia or with other airlines that Iberia may have any type of transport agreement with.
We may also use your contact information to transmit other kind of operational communications.
If for example you have used your boarding pass to enter any of your VIP lounges we may offer you information and warnings about your flight such as changes in your boarding gate and/or time.
Example: As an airline there are regulatory obligations on Iberia to maintain a record of the names of passengers on our aircraft.
The laws of certain countries, such as the EU and USA, require airlines to provide certain passenger information to the border and immigration authorities.
Finally, fighting against fraud and major crimes such as terrorism or Arms, drugs, smuggling of people require that airlines respond to information requirements from the competent law enforcement and security corps within each State where we operate.
Example: We may personalise the experience you have while flying with us. For example, a member of our cabin crew may welcome you back on board an Iberia flight.
Example: We will analyse the way in which our sales channels, products and services are being used by customers so that we can understand how to improve the service we offer.
Example: We may send to you information on our products and services by email, push messages from our app or text messages.
We may adapt our apps, websites, emails and other communications to guarantee they are of your highest interest –including, for example, promotions or services related to your recent or historic destinations or similar ones.
To better understand your flying preferences and your needs when you travel with us and to offer information on special offers such as seat selection, additional luggage or class upgrades.
You may acces the full list of Iberia Plus partners at this url address: https://www.iberia.com/es/iberiaplus/search-partner/
Example: Even if you have opted-out of receiving marketing information from us, we may still send you communications about the services you have booked to use, such as your travel itinerary. These communications will help you get the most from the services we provide and may also contain options and other details about the services you will be using (e.g. advance seating requests, additional baggage and pre-booked meals).
Examples: We may monitor how you and other clients browse our website so that we may identify ways to improve your browsing experience with us.
We may also invite you to take part in surveys to learn more about your level of satisfaction with our service, your flying experience with Iberia and the use of our services.
If you are a member of the IBERIA PLUS loyalty program, and based on your consent previously granted for such a purpose we may also send to you surveys to learn about your satisfaction with the program, its offers and promotions and/or the services and products offered by our partners.
Example: We may use and retain your personal information, including your purchase history, for administrative purposes, which may include for example, accounting and billing, auditing, credit or other payment card verification, anti-fraud screening (including the use of credit reference agency searches, crosschecking information with financial entities and other electronic payment entities, and payment card validation checks) and systems testing, maintenance and development.
When we collect information directly from you we will ask you if you are happy to receive our marketing communications or to join our Iberia Plus loyalty program. Please note that these communications may refer to our own products and services and, sometimes, they may refer to products and services from other IAG Group companies or even from third party entities –such as, in the case of Iberia Plus, from our partners in this loyalty program where our avios currency may be obtained or redeemed.
Should our intention not be based on your consent previously granted for such a purpose, but on our legitimate business interest, we will inform you on this in a clear way and you will be granted the right to opt-out from receiving such communications.
If you decide you would no longer like to receive marketing communications you can change your mind at any time. The ways to withdraw your consent are described below:
In addition, each marketing communication we send by email will also have an “unsubscribe” or an “amend my contact preferences” option which will allow you to stop you receiving further marketing emails or customise the way you receive such communications.
We will respect your decision on what communications you want to receive and the means or channels you prefer that we use for such purposes, as long as we are able to provide options for you to personalise our communications to you.
You may also stop any further SMS/MMS messages by replying with the word “STOP”.
We will do our best to manage your unsubscribe or customise requests as soon as feasible within a maximum term of 30 calendar days.
Please note that if you tell us that you do not wish to receive further marketing communications, you will still receive service communications (as described above) which are necessary, for example, to confirm your booking or to provide you with an update you on its status. If you are an Iberia Plus or an On Business member, we will continue to keep you informed about your membership and other important service information relating to the loyalty program such as, for example, a new partner joining the program.
We will keep your information for as long as we need it for the purpose it was collected, unless you request us to delete it and in such a case provided that the Iberia has no longer the need to keep your information for other reasons.
For example, where you book a flight with us we will keep the information related to your booking so we can fulfil the specific travel arrangements you have made and after that, we will keep the information for a period which enables us to handle or respond to any complaints, queries or concerns relating to the booking. The information may also be retained so that we can continue to improve your experience with Iberia and to ensure that you receive any loyalty rewards which are due to you.
We will actively review the information we hold and either delete it securely when there is no longer a legal, business or customer need for it to be retained; or in some cases anonymise it in order to keep using it for administrative or statistic purposes or to develop generic profiles and segmentations that help us learn more about our types of customers in general and their relevant needs and preferences.
Please note that when we have collected the personal information based on your consent and you withdraw such consent, or in the cases where you exercise your right to supress your personal information we may still to keep the information blocked and available to courts, tribunals and other relevant authorities for the minimum term established by law in each particular case and in order for Iberia to meet its responsibilities arising from processing your data.
We might share your personal information with other companies within the IAG Group which includes International Consolidated Airlines Group, S.A. (“IAG”), British Airways plc, Compañía Operadora De Corto Y Medio Radio Iberia Express, S.A.U, Vueling Airlines SA, Aer Lingus Limited, OpenSkies, British Airways Holidays Limited, Avios Group Ltd (AGL), BA CityFlyer Limited, IAG Connect or IAG GBS. For more details about IAG and its subsidiaries please visit our parent company website at www.iairgroup.com.
We share information with these companies so they can assist us in providing services to you and to understand more about you. For example, if you have flown with one of the other airlines in the IAG Group or you belong to the loyalty program of any of them we may use this information to understand more about the sorts of travel services you are likely to be interested in.
You will only receive marketing from other IAG Group Companies where you have provided your consent to each of these companies to do so.
We may also disclose your personal information to the following third parties for the purpose described here:
Example: If your flight implies flying to the USA, your information will be provided to the relevant US authorities.
Iberia follows strict requirements for hiring suppliers in order to fulfil its obligations on data protection and commits itself to subscribing with each of its suppliers a personal data processing agreement under which each supplier will commit to the following, amongst other matters: to apply adequate technical and organisation measures; to process personal data for the agreed purposed exclusively and to observe Iberia’s documented instructions; and to either delete or give back personal information to Iberia as soon as the services have been completed.
Examples: If your destination implies a change to another flight operated by a different airline, whether it belongs to the IAG Group or not.
If you book a ticket in our website to carry out any transport service requiring advanced booking, we will transmit your name and email to the transport company so that your booking can be done and your ticket can be issued.
If you hire your baggage home-collection and check-in service with “Bag On Board” (“BOB”), available for certain Iberia flights, we will have to provide BOB with the necessary information to deliver the service you have requested for.
We do not sell or release personal information to third parties, and we only allow third parties outside Iberia to send you marketing information where we have your permission to do so.
Your personal information may be sent to and stored by us and third parties in countries outside the country in which you are located and in particular outside the European Economic Area.
The nature of Iberia’s business means it is often necessary for us to send your personal information outside the European Economic Area in order to fulfil your travel arrangements, in order to either fulfil our contractual relationship with you or to fulfil our legal obligations as an airline, in accordance to what we have explained in section “What do we use your personal information for and under what legal basis do we use it?” above.
This occurs in the course of providing your travel arrangements and the services you have requested because our business and the third parties identified in “Who do we share your personal information with?” have operations in countries across the world. For example, where you are flying outside of the European Economic Area, your personal information will be transferred to border control and immigration outside of these territories.
Likewise we may have to transfer your personal information to third parties located outside your country in order to allow such third parties deliver services and products you have requested us for.
In accordance with Article L232-6 of French Internal Security Code, please be informed that air carriers may transmit reservation/checking and boarding data collected from their passengers (PNR/API) to the French national public services and competent authorities for the purposes and under conditions as defined in the Decret N°2014-1095 dated 26/09/2014.
You may exercise, at your convenience, the rights to access, amend and delete your personal information; to limit processing carried out with your data or to oppose to such processing; to request portability of your personal information as well as to request not to be affected by automated decisions by any of the following means:
In order to answer your request we will ask you to provide personal information and documentation:
You may always address the Spanish Data Protection Authority (“Agencia Española de Protección de Datos”) and submit a claim, especially in the cases where you deem that we have not satisfied your individual rights regarding how we process your personal information. To learn more please visit www.aepd.es.
