To access Transparency Commitment to service Commitment to service Introduction On July 2, 2002, Iberia signed the Customer Service Commitment Document. This document has been developed in the attached Quality Plan, the purpose of which is to provide customers with detailed information on the basic conditions of the service offer, so that they can have a solid basis on which to support their purchasing decisions. Its development has been promoted by the European Civil Aviation Conference and the European Commission, who jointly arbitrated the negotiation between airlines, airport authorities and consumer organizations. This voluntary commitment is being adopted by the most important airlines in Europe. Within our scope it has been signed by both Iberia and Iberia Regional Air Nostrum . Expand all Offer the cheapest rate available in each of its direct distribution channels Respect the agreed rate after payment. Notify delays, cancellations and diversions. Assist passengers who are delayed. Expedite the delivery of luggage. Allow phone bookings to be held or canceled without any commitment or surcharge within the 24 hour period. Expedite the payment of refunds. Provide assistance to passengers with reduced mobility or with special needs. Provide information about the operating company. Address the essential needs of passengers during long delays on board the aircraft. Take steps to streamline the billing process. Reduce the number of passengers denied boarding. Provide passengers with information on commercial and operational conditions. Attend to passenger complaints with interest. Attention to the needs of people with reduced mobility. See how it is applied on flights operated by Go home Contact