Iberia Flights switch to LHR Terminal 5

As part of the merger between British Airways and Iberia to form International Airlines Group, it is important that we work together at our two homes at Heathrow and Madrid to offer customers the best possible network of services.

We are looking forward to Iberia moving into Terminal 5 at the end of March, which will benefit our customers and our business.

The move will take place overnight on 24 March 2012, so all Iberia flights from 25 March onwards will be to and from Terminal 5.
Since the merger of British Airways and Iberia, increasing numbers of customers are taking advantage of the two airlines’ complimentary route networks. The switch of terminals for the Iberia operation will bring all British Airways and Iberia flights into the same terminal at both the Madrid and Heathrow hubs, providing a much simpler transfer experience between flights for our customers.


The main points are:

• IB currently have 8 daily flights operating to MAD
• From Sunday 25th March 2012, these flights will switch to Terminal 5 and will operate with a new BA flight code
• The services will become a BA prime flight operated by Iberia
• No change to Iberia's flights MAD-LHR, except they will arrive into Terminal 5

Advice for agents

• Follow all processes and procedures as for any other BA prime flight
• Customer must be advised that the flight is operated by Iberia and that the on-board service is Iberia's, i.e. paid for catering in economy class
• Selling systems will be updated on Wednesday, 08th February 2012 for travel from Sunday, 25th March
• BA customers booked on IB or BA*IB flights LHR-MAD will be sent the standard automated email advising that their original flight is now cancelled and they have been rebooked onto a BA flight
• The same customers will also receive a special BA Marketing email advising of the terminal change and disclosure that the BA flight is operated by IB
• Due to the terminal switch, if any current bookings now fail MCT(Minimum Connecting Time), an SSR message will appear in the booking and it will appear on your Q's

What you need to do if a customer contacts you from 08Feb

• Please advise customers of the new flight number and terminal change
• Advise the customer that the flight is still operated by Iberia and the in-flight service is delivered by Iberia crew, inc. paid-for catering in economy
• Advise BA's baggage and seating policies apply
• Check the MCT at LHR and for disrupted customers offer rebooking options covered by the Conditions of Carriage
• Check if any SSR special service requirements have dropped out of the booking and reinstate using the BA code, e.g. SSR WCHR BA