Iberia Award Cancellation Process
Recently, I wrote about excellent customer service from Allianz Travel Insurance on a trip delay claim. Around the same time of my trip delay claim, I also cancelled an Iberia flight. Can lightning strike twice? Did I receive superior customer service twice in close proximity to one another? I tracked the entire timeline of my Iberia award cancellation process, so you'd know what to expect if you ever find yourself in this situation. Unfortunately, my Iberia experience was not quite as smooth as my encounter with Allianz. However, knowing how the process plays out, it ended up as an overall great experience. I explain what happened below.
Iberia Airlines' Change/Cancellation Policies
Before we can dive into my Iberia award cancellation process, I first needed to confirm the airline's rules. We've noted in our handy Guide to Major Airlines' Change/Cancellation Policies that Iberia has a fairly rigid policy (and it recently changed, too). Changes are $0-40, depending on fare class. Cancellations are allowed (but note the exceptions) up to 24 hours before the flight, with a fee of $40 per passenger. Based on this information, I expected my Avios and taxes/fees to be refunded, with a $40 per person cancellation fee.
My Experience: Iberia Award Cancellation Process
Cancelling The Flight
We're headed to France and Spain to finish off our summer. We are flying American Airlines on its deal of the year to get to Nice, France. We are pumped for that redemption on a super popular non-stop to the French Riviera. Coming home, we had booked Iberia Airlines Business for 59,000 Avios and $163.31 per person.
Unfortunately, our plans changed a few weeks ago and now we need to be back in the USA a day earlier. Despite monitoring availability for a week or two, nothing opened on Iberia for our new travel day. Luckily, thanks to my United Airlines 1K status, I found Polaris Business awards for our desired day on the non-stop from Madrid, Spain to Washington, D.C. Those new seats cost 80,000 United Miles and ~$53 each. I quickly booked those United flights and then cancelled our Iberia seats online. This occurred on July 15, 2026. And then I waited, forgetting that Iberia will not issue any refunds until you call the airline.
Calling Iberia Airlines
Okay, it is time for everyone that hates talking on the phone to start shaking with fear. After a few weeks of hearing nothing from Iberia, I knew it was time to call and check the status of my refund. On the morning of August 4, I called the European call center during normal EU working hours (a great tip from Facebook member Marty P. many years ago). The call took around 20 minutes and I received an email confirmation of my cancellation and refund request while on the telephone.
The agent also advised me of my case number, that I would get a refund of 59,000 Avios and $123.31 per passenger (the full taxes/fees less $40 per person penalty), and stated that it would take a minimum of 10 days to process the refund.
The Waiting Period
If there is one part of my Iberia award cancellation process that was reassuring, it was the proactive communication from the airline. After filing on my request on August 4th, I received email updates on August 8 and again on August 11. Each email update confirmed my case number, that was request was still pending, but was in the queue for processing. While I would much rather have had my Avios returned instantly on July 15th, the regular updates certainly helped me feel better.
The Refund
On August 12, after only 6 business days since my request for a refund via telephone, Iberia successfully refunded my Avios and $123 per person.
Upon checking our credit card statement, which we used a Chase Ink Business Preferred for 3X on travel and great travel insurance, the refund of the taxes arrived on August 12, too!
Iberia Award Cancellation Process: ToP Thoughts
Overall, I am quite impressed with the Iberia award cancellation process. However, it is important to note that you should NOT expect any refunds of any kind without contacting Iberia directly. Once you give them a call, the process is smooth. I was particularly impressed with the proactive updates via email and the entire process happening faster than promised. Yes, many programs offer instant refunds (especially points refunds). Even still, I felt that Iberia's refund process was much better than most people's opinions of it. More importantly, the customer service representative set expectations for the refund occurring and then the airline beat those deadlines. I'll take that any day of the week.
Have you cancelled an Iberia award flight recently? What was the process like for you? Come over to our Facebook group and let us know.
