AAirlines

Iberia improves attention to passengers with special needs.

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Iberia offers accessible connectivity to people with special needs; an obligation for airlines that the Spanish airline has turned into a true commitment to service, which has led it to adapt both aircraft and procedures to eliminate barriers and adapt to every need.

In this line, Iberia and the Spanish Confederation of People with Physical and Organic Disabilities (COCEMFE) have collaborated so that the airline can offer the best possible attention in the travel of people with special needs such as people with physical and organic disabilities or with mobility problems from the moment of booking.

These are some of the improvements that have been implemented in recent months as a result of this collaboration:

  • The information on procedures and regulations provided in the “Passengers with special needs” section of iberia.com has been reorganized to make it clearer and simpler.
  • Now, during flight booking, customers with special needs should always indicate the specific type of need in order to request the appropriate assistance. In fact, iberia.com’s booking flow does not allow to continue without indicating the type of customer need.
  • The online check-in service is now also available for passengers requiring wheelchair assistance to the aircraft seat. In these cases, the customer must go to an Aena meeting point or an Iberia check-in desk at least two hours before flight departure.
  • Seat selection has been extended for passengers with reduced mobility, provided that the fare allows it, with the exception of emergency exit rows. Following safety criteria, people who need a narrow wheelchair (assistance up to the aircraft seat) must always be seated in aisle seats.
  • A new contact form for passengers with special needs has been included in iberia.com, allowing them to contact Iberia’s call center more comfortably and free of charge.

In addition, Iberia is reinforcing the training and awareness of its employees in the area of care for people with special needs.

Iberia and COCEMFE have committed to continue reviewing the entire travel experience of passengers with special needs to facilitate their travel, and to collaborate in the design of more boardable aircraft and in providing solutions to every need.

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