Browse Regions
IB issues customer guidelines
Tuesday, 13 March 2012
Following the announcement of the suspension of flights between Madrid and Johannesburg, effective May 1, Iberia has confirmed that a transit visa may be required for non-EU passport holders. Any visa costs are the responsibility of the customer.

The airline further issued customer guidelines to assist passengers.

Measures are being taken to mitigate the inconvenience this decision may have on passengers and as a result, customers holding tickets issued to travel from 1st May 12 onwards will be rebooked via LON with BA on an involuntary reroute basis in the following manner:

• Customers with routings between the United Kingdom, Spain and South Africa will be rebooked by Ibeira via London on Iberia-marketed flights operated by British Airways and tickets can be reissued as “involuntary rerouting” by the Iberia offices or by the travel agent.

• Customers travelling between South Africa and North, Central or South America will also be rebooked by Iberia via London on Iberia-marketed flights operated by British Airways, and once again tickets can be reissued as “involuntary rerouting” by the Iberia offices or by the travel agent.

In both cases, if the passenger declines the option offered by Iberia, they may rebook to the same destination within a three-day period before or a 14-day period after the scheduled departure time of the flight.

If the same booking class is not available then the lowest class in the same cabin may be booked. If the new departure date is more than three days before or more than 15 days after the scheduled departure time of the original flight/s, the rebooking must be in the same booking class. Travel must take place within the ticket validity of the original ticket purchased.

• For customers travelling between Europe and South Africa the owner of the PNR will need to rebook on flights operated and marketed by BA for the segment to/from LON and for the segment LON to/from Europe within a three-day period before or a 14-day period after the scheduled departure time of the original flight. If the same booking class if not available, then the lowest class in the same cabin may be booked.

If the new departure date is more than three days before or more than 15 days after the scheduled departure time of the original flights, the rebooking must be in the same booking class and cabin (with the exception of reservations in P class, which have to be rebooked in O class). Travel must take place within the ticket validity of the original ticket purchased.

These involuntary re-routings need IB authorisation before being reissued by the travel agent. Please call 011 441 8600 for this authorisation.

Unticketed bookings with departure dates from May 1 will be cancelled automatically.

In cases where the customer does not accept the rerouting, a full or part refund is authorised and no refund fee or penalty charge will be applied.


The Editor
By : Travel Info
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