Baggage incidents

Dear Passenger,

We apologise for not being able to get your luggage to you upon arrival of your flight.

Occasionally, checked baggage does not make it to its destination on time. When this happens, we follow a number of specific procedures, drawing from highly-advanced and efficient technological systems.

We are now launching a worldwide search for your baggage using our WorldTracer IT system, developed by SITA and backed by IATA. This system will allow us to locate your baggage and get it to you as soon as possible.

You can follow the status of this process using the following information channels:

WorldTracer (global baggage tracking system) gives you real-time information on the status of your baggage search.

You can also write us at: Apartado de Correos 36.299, 28080, Madrid, Spain. 


Iberia's Baggage Services Centre will help you in any and all of the countries in our flight network. We will provide you with any information you need regarding your baggage in Spanish, English, German, French, Italian or Portuguese.

Call our 24/hour service at  901 111 342. If you are outside Spain, please consult the number for your local Iberia office.

Thank you for contacting us.

Iberia Baggage Services Centre

 

Claiming for baggage incidents

"Passengers are entitled to certain compensation by airlines in the event of accident or damage. Rights to compensation are applicable up to the limits of responsibility established in this section, on a basis proportional to the hardship suffered, unless the air carrier took all reasonable measures to avoid the damage or it was impossible to take such measures." (Regulations (EC) 2027/1997 and 889/2002).

 

Domestic and international flights

DELAYS

First assistance:

Delivery of the OVERNIGHT PACK to those passengers who are NOT RESIDENTS in the stopover location if it is foreseeable that these passengers may spend the night without their luggage. Available at Madrid, Málaga and Sevilla Airports.

 

Compensation for delays:

Evaluation, subject to presentation of receipts, of expenses incurred on account of the passenger not having access to the personal items transported in his or her baggage, up to 1,131 special drawing rights per passenger (*).

 

With special declaration of interest in delivery at destination:

The amount declared, providing the supplementary sum was paid

 

(Article 22 Montreal Convention and Annexes to Regulations (EC) 2027/1997 and 889/2002)

MISSING BAG

-See NOTE

1.

With no special declaration of interest in delivery at destination:

Up to 1,131 special drawing rights per passenger (*)

 

With special declaration of interest in delivery at destination:

The amount declared, providing the supplementary sum was paid

 

(Article 22 Montreal Convention and Annexes to Regulations (EC) 2027/1997 and 889/2002)

DAMAGE

-See NOTE

2.

The following alternatives will be applied, in the order shown below:

1. Repair of the damaged item

2. Replacement for a similar item

3. Up to 1,131 special drawing rights per passenger (*)

 

(Article 22 Montreal Convention and Annexes to Regulations (EC) 2027/1997 and 889/2002)

NOTES

Less any compensation previously paid on account of delay

These solutions will apply as permitted by the circumstances of the particular case, in the order shown above,

(*) As defined by the International Monetary Fund, the value of the special drawing right fluctuates daily, and the rate applied will be that prevailing at the date of the incident.  For further information, contact our offices or consult the Bank of Spain website (www.bde.es).

 

When to claim for baggage incidents

"Receipt by the person entitled to delivery of checked baggage or cargo without complaint (filing of a property irregularity report form at the corresponding airport counter) is prima facie evidence that the same has been delivered in good condition and in accordance with the document of carriage." (Article 31 Montreal Convention).

In addition, the passenger must inform the carrier of the incident, in writing, forthwith. In the case of damage to checked baggage (...) at the latest, within seven days, and in the case of delay, within twenty-one days, both from the date on which the baggage or cargo have been placed at the passenger's disposal." (Article 31 Montreal Convention and Annexes to Regulations (EC) 2027/1997 and 889/2002)

Deadline for claim

Domestic and international flights

For filing a claim for compensation:

Delay . . . . . . 21 days

Missing bag . . . . . . 21 days

Damage . . . . .. 7 days

 

(Article 31 Montreal Convention and Annexes to Regulations (EC) 2027/1997 and 889/2002)

To bring an action:

TWO YEARS

 

(Article 35 Montreal Convention and Annexes to Regulations (EC) 2027/1997 and 889/2002)

Please refrain from packing the following in checked baggage

 

According to Iberia Express' general transport terms and conditions, referred to in the transport contract (ticket) entered into by the parties, passengers should not place the following items in their checked baggage: items considered dangerous, fragile, perishable or valuable (cash, jewellery, precious metals, computers, personal electronic devices, negotiable documents, marketable securities or any other object of value, business documents, passports and other identity documents, or samples).