Passenger Guide
CHECK-IN:
Check-in opens at least 2 hours before the plane's departure for short and medium-haul flights (domestic, European flights) and closes 45 minutes before the scheduled departure. For long-haul flights (Caribbean, Mauritius), check-in opens 4 hours before the plane's departure and closes 60 minutes before the scheduled departure.
If you are flying on Saturday to Costa Rica or Honduras, please note that for your convenience, our check-in counters will be available starting at 9 a.m. Please remember that you can access our check-in counters through Gate 1 of Terminal 1.
Iberojet operates in the following airport terminals:
- Madrid (MAD) Terminal 1
- Barcelona (BCN) Terminal 2
- Punta Cana (PUJ) Terminal A for flights to Spain / Terminal A for flights to Portugal
- Cancún (CUN) Terminal 3
- San José (SJO) International Terminal
- Palmerola (XPL) International Terminal
- Querétaro (QRO) Single Terminal
- Lisbon (LIS) Terminal 1
- Varadero (VRA) International Terminal
- Mauritius (MRU) International Terminal
- Bangkok (BKK) Suvarnabhumi Airport
It is very important and your responsibility as a traveler to have the correct documentation and the minimum essential knowledge about the country you are going to visit (entry and exit visas, vaccination certificates, etc.).
The information shown below is for guidance; check with the embassy or consulate well in advance to obtain the necessary information about the required documentation.
INFORMATION ABOUT UNACCOMPANIED MINORS, INFANTS, PREGNANT WOMEN, PASSENGERS WITH SPECIAL NEEDS
UNACCOMPANIED MINORS
At Iberojet, we accept children aged 5 to 18 to travel as unaccompanied minors (UM). Parents or guardians must request the service through our contact form at least 4 days before the flight. Upon arrival at the airport, they must complete the necessary forms and documentation for the minor's journey. Upon arrival at the destination airport, children will be handed over exclusively to the persons mentioned in this documentation. Parents or guardians must remain at the airport until the plane has taken off. This service costs 160€/170$ per segment.
It is important to arrive at the airport 4 hours before the flight's departure to complete the necessary formalities.
If UMs arriving at Madrid Airport are continuing on a connecting flight to another destination with a different airline, a person designated by the parents or guardians must be present to take responsibility for the minor upon arrival and facilitate their transfer to the next operating airline, meeting all the requirements of the second operating airline.
Important: As of September 1, 2019, Spanish authorities will require all minors of Spanish nationality traveling alone or accompanied by third parties other than their parents or guardians to have a travel permit issued by the Police, Civil Guard, Notaries, and Town Halls, upon presentation of one of the parents or legal guardians. For foreign minors residing in Spain, their legal representatives must go to their consular authorities to complete the necessary documentation according to their national legislation. For more information, please contact the relevant authorities (National Police, embassies, consulates, etc.).
Mexico
The Mexican Government has implemented a minor exit control system for traveling abroad. Parents of children traveling as UMs (unaccompanied minors) must complete the new SAM form on the Mexican National Migration Institute's website.
Dominican Republic
Similarly, the Dominican Government has implemented a minor exit control system for traveling abroad. Parents of children traveling as UMs (unaccompanied minors) should refer to the website of the Dominican Republic's General Directorate of Migration.
Honduras
The Honduras Immigration Department controls the exit of minors. All Honduran citizens up to the age of 21 are considered minors and he/she must have the authorization of both parents in order to leave the country.
It is important they arrive 4 hours before departure in order to carry out the necessary procedures. This also applies to minors with dual nationality who must go through immigration and comply with the necessary requirements as minors with Honduran nationality.
You can find the Requirements on the link:
INFANTS
Newborn infants are accepted on flights if they are at least 7 days old and weigh less than 11 kg. Please note that some countries require a passport or birth certificate for entry. At Iberojet, we accept your child's stroller as a courtesy without additional charge.
Our aircraft have special rows equipped to carry infants and young children (the crib service is available in certain seats with limited numbers). Therefore, if you are traveling with an infant and need a crib service (subject to availability), please inform your travel agency or use our contact form.
If you wish to travel with a child restraint device (CRD), please contact us using our special requirements form.
Please note that these devices must be approved according to the standards established by aviation authorities.
Civil Aviation Security laws do not allow children or infants to sit in emergency exit rows.
PREGNANT WOMEN
Iberojet does not require any specific authorization before 28 weeks of pregnancy (although it is recommended by the IATA medical manual after 28 weeks). After 36 weeks of pregnancy (32 weeks in the case of multiple pregnancies), IATA recommends not flying. If you must fly, you should present a medical certificate issued within one week before the scheduled flight date.
Travel is not recommended for:
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Women from the 36th week of pregnancy (32nd in the case of multiple pregnancies)
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Healthy newborn babies within the first 7 days of life.
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Premature babies must have a medical certificate stating that the flight conditions do not pose a risk to their health.
PASSENGERS WITH SPECIAL NEEDS
In accordance with Regulation (EC) No. 1107/2006 of the European Parliament and the Council of July 5, 2006, concerning the rights of disabled persons or persons with reduced mobility when traveling by air, IBEROJET, to meet safety requirements established by international, community, or national legislation, may require disabled or reduced mobility passengers to be accompanied by another person to provide necessary assistance. IBEROJET will make all reasonable efforts to offer the accompanying person a seat next to the disabled or reduced mobility person.
Passengers without sufficient mobility, strength, and dexterity in their arms, hands, and legs to assist in the rapid evacuation of the aircraft in an emergency, after an adequate briefing by the cabin crew, will not be assigned seats in the emergency exit rows. If, due to their condition, passengers could impede the cabin crew in performing their duties, they will also not be assigned seats that provide direct access to emergency exits.
If you need assistance on departure or arrival, please use our contact form or inform your travel agency. This information must be communicated at least 72 hours in advance. Once at the airport, please check in at least two hours before the flight's departure. From that point, we will coordinate with airport services to facilitate transfers within the airport, including transportation to adapted services if necessary.
On board, our cabin crew is trained to ensure your safety and comfort. They can assist you in using the aircraft wheelchair to access the restroom if needed, as well as help retrieve or stow carry-on items, identify food items on the meal tray, and open packages. However, the cabin crew is not authorized to assist with eating, using the restroom, or performing personal hygiene actions. They also cannot provide medical services such as injections. If your health condition requires this type of assistance, you must travel with a qualified companion.
All wheelchair services are free, allowing up to two (2) wheelchairs and mobility aids per passenger at no extra cost. Mobility aids (walkers, crutches, etc.) are also provided free of charge.
Passengers may keep their own wheelchair until they board the plane, where it will be taken and stowed in the hold, or they may request airport assistance starting at check-in. Depending on the airport and circumstances, the airport manager may request that it be checked in at the counters and replaced by a wheelchair provided by the manager, which will then be placed in the aircraft's hold. Upon arrival at the destination, every effort will be made to have the passenger's wheelchair available at the aircraft door.
Iberojet does not accept wheelchairs or mobility aids with wet spillable batteries. The transport of small lithium-powered vehicles, whether as checked or carry-on luggage, is not permitted. These items are NOT considered mobility aids. Examples include airwheels, solowheels, hoverboards, mini-segways, balance wheels, etc.
Individuals with visual or hearing disabilities traveling with harnessed dogs may bring them on board. To provide space for the dog, a row next to the bulkhead with a window seat is usually assigned. As noted at the start of this section, these individuals must always be accompanied by another person who can provide the necessary assistance.
Iberojet accepts respiratory assistance machines or oxygen concentrators (CPAP) powered autonomously by batteries compliant with air transport dangerous goods regulations. These or other devices cannot be connected to the aircraft's power outlets. This service is free but will require authorization using our contact form.
Follow the instructions of our ground staff regarding your location and the directions you will receive from our crew once on board to ensure a comfortable journey.
TRAVELING WITH PETS
If you plan to travel with pets (only dogs or cats are accepted), you must have a confirmed reservation for the transport of animals issued by Iberojet. You can request it through our contact form. Please note that the request must be made at least 72 hours in advance and that the service is subject to availability..
Iberojet allows the transport of animals within the applicable excess baggage framework, except for guide dogs or service animals for individuals with physical disabilities and emotional support animals (providing the necessary documentation from the relevant medical specialist, if required).
Animals must be accompanied by their owners or authorized representatives.
Only animals that meet all entry requirements to Spain from a Third Country, as per EU Regulation 576/2013, in addition to the company's limitations described in this section, will be accepted as baggage. Animals that do not meet these requirements or have an exceptional authorization from the Ministry of Agriculture must be transported as cargo.
The following animals are not accepted in the cabin or the hold:
- Commercial shipments of companion animals or shipments considered commercial (more than 5 animals per passenger).
- Endangered species.
- Adult carnivorous animals of species not classified as companion animals.
- Laboratory animals.
- Recently weaned animals.
- Pregnant animals.
- Animals not acceptable under these conditions may be accepted as cargo in certain cases, for which arrangements must be made with the Iberojet Cargo Department.
Additionally, Iberojet only permits the transport of the following dog breeds in the hold or cabin if they are muzzled (Royal Decree 287/2002):
- Pit Bull Terrier
- Staffordshire Bull Terrier
- American Staffordshire Terrier
- Rottweiler
- Dogo Argentino
- Fila Brasileiro
- Tosa Inu
- Akita Inu
Other dogs must also be muzzled if they meet any of the following characteristics:
- Strong musculature, powerful and robust appearance, athletic build, agility, vigor, and endurance
- Pronounced character
- Chest circumference between 60 and 80 cm, height at the withers between 50 and 70 cm, and weight over 20 kg
- Large, cuboid, robust head; wide and large skull, and muscular cheeks. Large and strong jaws; wide, deep mouth
- Wide, muscular, short neck
- Solid, wide, large, deep chest, with arched ribs and a muscular, short back
These types of dogs must be transported in IATA-approved rigid containers with metal doors, suitable for air transport. Wire or welded mesh containers are not acceptable. The condition of these containers will be supervised by our staff and may be rejected if they do not meet minimum transport conditions.
The passenger is responsible for feeding the animal if necessary. Containers must be equipped with appropriate food and water dishes, allowing feeding from outside the container. The container must be adequately ventilated on three sides.
Pets Allowed in the Passenger Cabin
Iberojet authorizes the transport of pets in the passenger cabin if the container's maximum dimensions do not exceed 50 cm long x 25 cm wide x 40 cm high (20 x 10 x 16 inches) and the combined weight of the animal and container does not exceed 10 kg. These same characteristics apply to emotional support animals (if they exceed these limits, they must be transported in the hold). Animals must remain in the container during the flight.
This limitation does not apply to guide dogs. Individuals with visual or hearing disabilities traveling with harnessed dogs may bring them on board. To provide space for the dog, a row next to the bulkhead with a window seat is usually assigned. Guide dogs must be trained to behave appropriately. An animal showing signs of aggressive behavior and lacking proper training cannot be accepted as a guide dog, even if it performs an assistance function for a passenger with reduced mobility or is necessary for the passenger's emotional well-being.
Pets Accepted in the Hold
If the cage's measurements or the animal's weight exceed the specified limits for transport in the passenger cabin, they may be transported in the hold, respecting the general requirements and limitations of the container used. The number of animals accepted on each flight is limited, so please communicate your intention to transport it as soon as possible.
In all cases, transporting animals in the passenger cabin and hold must comply with the entry and exit conditions of the countries. All animals must have their identification, indicating their identity, age, breed, vaccination status, etc. Check with your veterinarian before transport and ensure you meet the customs requirements of each country.
Additional information:
https://www.mapa.gob.es/en/ganaderia/temas/comercio-exterior-ganadero/desplazamiento-animales-compania/
IMPORTANT NOTICE: We regret to inform you that on flights operated by Iberojet to/from the United States and the United Kingdom, animals are not allowed on board, neither in the cabin nor in the hold.
TRANSPORT
Transporting Personal Medication
If the passenger needs to transport medication with them or in their checked luggage, the following recommendations apply:
- Medications must always be accompanied by their prescriptions.
- When carrying large quantities, they must be accompanied by a medical report written in the languages of the countries of travel or, failing that, in English.
- Medications should travel in their original packaging with their information leaflets.
- They should be carried in a transparent bag, such as those used for liquids, and it is acceptable to carry more than one.
- Only medications required for consumption during the stay at the destination and during flights may be carried.
- The authorization to transport medications does not depend on the airline; airport authorities will determine if the medication can be transported. It is the passenger's responsibility to ensure that medications are not prohibited at the destination due to customs or health regulations.
BOARDING
Once your luggage has been checked and you have received your boarding pass, please proceed to the airport boarding area. We kindly ask you to:
- Identify the assigned boarding gate using the information monitors and stay attentive to any changes or additional information.
- Follow instructions from ground staff to ensure a smooth and orderly boarding process.
- Have the necessary documentation, boarding pass, and personal ID ready.
- If your carry-on luggage is removed due to weight or size, inform the boarding staff of its contents to identify any prohibited items for transport in the aircraft hold.
- Once on board, follow the crew's instructions.
- Consult Iberojet's policy on using electronic devices aboard our aircraft.
ARRIVAL AT DESTINATION
Upon arrival at your destination, if you encounter any issues with your luggage, please contact our airline's baggage office, which will provide the necessary information. Remember to collect all your belongings before leaving the aircraft, as they are under your custody, and Iberojet is not responsible for any loss.
For more information, see the section aquí.
IMPORTANT INFORMATION ABOUT EMERGENCY EXIT SEATS
Seats located in emergency exit rows are subject to specific conditions for safety reasons. When selecting one of these seats, the passenger must meet the following requirements:
- Not require special assistance (such as a wheelchair or companion).
- Be at least 15 years old.
- Be physically able to assist in case of evacuation.
- Not be traveling with children or babies.
- Understand instructions in Spanish or English.
DECLARATION OF VALUE
You can insure the value of your checked baggage by using this service.
Conditions:
- The cost is 15% of the declared special value.
- The declared value cannot exceed 5,000 Euros or equivalent.
- You must present the original invoices of the items to be declared to objectively certify their actual value.
- Upon collecting your luggage at the arrival airport, verify that you have received the items in the same condition as when declared. Any discrepancy must be reported immediately to the airline by filing a PIR (Property Irregularity Report) at the baggage office of Iberojet Airlines' ground services; claims will not be accepted after leaving the baggage claim area at the arrival airport.
This service is directly available at the following airports:
Adolfo Suarez Airport, Madrid-Barajas, Barcelona-El Prat Airport, Palma de Mallorca Airport, Tenerife North Airport, Tenerife South Airport, Lanzarote Airport, Gran Canaria Airport, Fuerteventura Airport, Seville Airport, Alicante Airport, Malaga Airport, Cancun Airport, Punta Cana Airport, Mauritius Airport.
If your flight departs from an airport not listed above, call us at 902 222 008 at least 72 hours before your flight's departure, and we will provide guidance on how to proceed, or use our contact form.