Iberojet compensation: up to €600 for delayed or cancelled long-haul flights
Iberojet is a leisure airline that mostly flies long haul, linking Madrid and Lisbon with the Caribbean and Latin America. We have already handled claims for more than 600 Iberojet passengers, and the pattern is clear: transatlantic flights landing hours late or cancelled shortly before departure, very often on the way home from a holiday. On these distances the compensation is €600 per passenger.
Iberojet is the trading name of Evelop Airlines S.L., a Spanish company registered in Palma de Mallorca. As a European airline, it is bound by Regulation (EC) 261/2004 on flights departing from the EU and on flights arriving in Spain or Portugal from the Dominican Republic, Mexico, Costa Rica, Cuba or Honduras. In other words, your return flight is covered too.
Delayed flight
Your Iberojet flight reached its final destination 3 hours or more behind schedule, measured when the aircraft doors opened.
3+ hours on arrivalCancelled flight
You were told less than 14 days before departure and the replacement flight falls outside the time limits set by the Regulation.
Under 14 days' noticeOverbooking
You were refused boarding against your will, despite a confirmed booking and arriving at the gate on time.
Payable straight awayWhen it is not owed
When Iberojet can prove extraordinary circumstances, such as a Caribbean hurricane or closed airspace. Saying so is not enough: the airline has to show it.
Extraordinary circumstancesAll we need is the departure airport, the arrival airport and the date. Check your Iberojet flight for free.
How much Iberojet pays: amounts on the routes we claim most
What you paid for the ticket or the holiday package makes no difference: the amount depends only on the distance between the departure airport and your final destination. Every one of the Iberojet routes we receive most claims for is longer than 3,500 km.
| Flight distance | Iberojet routes we claim most | Compensation |
|---|---|---|
| Over 3,500 km | Punta Cana–Lisbon, Punta Cana–Madrid, San José (Costa Rica)–Madrid, Havana–Madrid, Madrid–Havana, Comayagua (Honduras)–Madrid | €600 |
| 1,500 to 3,500 km | Medium-haul flights, uncommon on the Iberojet network | €400 |
| Up to 1,500 km | Short flights within Europe, rare with Iberojet | €250 |
Every passenger on the booking is entitled to their own payment. A family of four flying home from Punta Cana to Madrid 5 hours late can claim €2,400 in total, since children with their own seat count the same as adults. Travelling as a group? Enter the flight once on the form and add your fellow passengers.
Iberojet flight delayed: what to do to protect your claim
Delays are by far the most common reason people come to us: more than 7 in 10 of our Iberojet claims. On long-haul routes a single technical fault can push the return from the Caribbean into the early hours or the next day. While you wait:
- Keep your boarding pass, whether paper or in the Iberojet app.
- Photograph the departures board in Punta Cana, Cancún or San José showing the revised time.
- Ask for the reason in writing at the Iberojet desk or from your tour operator's rep, and save every email and text.
- Keep receipts for meals, taxis and extra hotel nights you paid for yourself: if no care was offered, they can be claimed back separately.
- Turn down travel vouchers offered instead of cash: compensation is paid in money unless you agree otherwise in writing.
The care Iberojet owes you while you wait
Separately from compensation, Iberojet must provide meals and refreshments in proportion to the wait and, if departure moves to the next day, a hotel room with transfers. On transatlantic flights this kicks in after 4 hours.
| Flight distance | Care from |
|---|---|
| Up to 1,500 km | 2 hours |
| 1,500 to 3,500 km | 3 hours |
| Over 3,500 km (all Caribbean routes) | 4 hours |
| Delay of 5 hours or more | You can choose not to travel and get the ticket refunded |
Missed connection after an Iberojet flight
Many passengers land in Madrid or Lisbon with Iberojet and fly on from there. If both flights were on one booking and you reached your final destination 3 hours or more late, compensation is based on the whole journey. With separate tickets, each flight is assessed on its own. Read more on our page about Iberojet delay compensation.
Iberojet flight cancelled: a refund and compensation are two different things
Almost 2 in 10 of the Iberojet claims we handle involve a cancellation. Getting your ticket money back does not mean you have given up the right to compensation.
Always due after a cancellation: you choose between your money back for the flight or travelling on another one.
Comes on top of the refund when you had less than 14 days' notice and there were no extraordinary circumstances.
| Iberojet's notice | Compensation |
|---|---|
| 14 days or more | Not due, but you keep the refund or a new flight |
| 7 to 13 days | Due, unless the replacement leaves no more than 2 hours early and arrives less than 4 hours late |
| Under 7 days | Due, unless the replacement leaves no more than 1 hour early and arrives less than 2 hours late |
Schedule change. If Iberojet moved your departure by several hours a few days before you travelled, the EU Court of Justice may treat it as a cancellation. Already had your refund? See whether compensation is owed as well. More detail on our page about Iberojet cancelled flight compensation.
Iberojet overbooking and denied boarding
It is the least common case in our Iberojet files, about 4 in 100, but on full flights packed with groups and package holidaymakers it does happen. If your booking was confirmed and you checked in on time, compensation is owed immediately, along with a replacement flight or a refund.
Nothing is due if you were turned away for incomplete travel documents, such as a passport without enough validity, or for reaching the gate after boarding closed. Not sure which applies? Check with us. See also our guide to Iberojet overbooking and denied boarding.
Iberojet strikes: it depends who walks out
When the airline's own pilots or cabin crew strike, compensation is normally due: the EU Court of Justice treats a strike by a carrier's staff as part of its normal business (case C-28/20). A walkout by air traffic controllers or airport workers, on the other hand, is an extraordinary circumstance: no compensation, but you keep the right to care and to a refund or rerouting.
Iberojet rejected your claim? The usual reasons and what the law says
Iberojet's replies often refer to "extraordinary circumstances". Here is how we assess the arguments we see most.
Faults are part of an airline's normal operations, except hidden manufacturing defects flagged by the manufacturer or the authorities.
EU Court of Justice, case C-549/07If Iberojet's crew are on strike, compensation is normally due. If it is air traffic control or airport staff, it is not.
EU Court of Justice, case C-28/20On long haul the same aircraft flies out and back: if it leaves Madrid late, it returns late from the Caribbean. That knock-on effect does not cancel your claim unless the original cause was itself extraordinary and proven.
A tropical storm that shuts Punta Cana or Cancún airport is extraordinary. Vague "bad weather" is not: we check the weather reports and the airport's situation at that time before giving you an answer.
Iberojet, Evelop and Orbest: who operated your flight
Since 2020 Iberojet has brought two Barceló Group airlines under one brand, through the travel company Ávoris: Spain's Evelop Airlines and Portugal's Orbest. That is why older bookings or emails may show either name. Its main bases are Madrid and Lisbon. Your rights are the same: just enter Iberojet on our form and we will identify the operating carrier.
Iberojet flights booked as part of a package holiday
Many travellers end up on Iberojet because the flight came bundled with a resort stay sold by a tour operator. Compensation under Regulation 261/2004 is still paid by the airline that operated the flight, not by the travel agent, so all you need are the flight details and the booking reference. Because Iberojet is a European carrier, both the outbound flight and the journey home are covered.
How to claim from Iberojet: on your own or with us
You can contact Iberojet directly through the customer service channels on iberojet.com, quoting your booking reference, flight number and the names of all passengers. This is what changes if you hand the claim to us.
It is free, but the emails, the waiting and any rejection are yours to deal with. If that fails, you can turn to the national enforcement body of the country where the flight departed (AESA in Spain) or to the courts, at your own time and cost.
Fill in the form in 2 minutes and sign online. We handle the claim, the formal demand and, if needed, court action with our own lawyers. You only pay if you get paid: 25% + VAT. Legal costs are on us, even if the case is lost.
If Iberojet has already rejected your claim
A refusal from Iberojet does not close the matter. Send us the booking and the reply you received: if the reason does not hold up, we start again with a formal demand.
Documents you will need
- Booking or boarding passA holiday package voucher showing the flight details also works.
- Passport or IDFor each passenger, children included.
- Messages and receiptsEmails or texts from Iberojet or the travel agent, and receipts for expenses during the wait.
How long you have to claim from Iberojet
The Regulation sets no deadline of its own: the rules of the country where you bring the claim apply, as the EU Court of Justice confirmed (case C-139/11). That is why the time limit differs from country to country. Was your flight a year or two ago? You may well still be in time: enter the date and we will tell you.
How long it takes to receive Iberojet compensation
If Iberojet accepts the claim, payment usually arrives within a few weeks. If it refuses or does not reply, a formal demand and sometimes court action are needed, which adds a few months. We keep you updated by email and, once Iberojet pays, transfer your share to you.
Lost or damaged luggage with Iberojet
Baggage is not covered by Regulation 261/2004 but by the Montreal Convention. Before leaving the reclaim area, fill in a Property Irregularity Report (PIR) at the baggage desk. Then write to Iberojet within 7 days for damaged luggage and within 21 days of delivery for delayed luggage.
Iberojet contact details and flight status
- Registered office
- Evelop Airlines S.L. (Iberojet), Palma de Mallorca, Spain
- Complaints
- Contact and passenger assistance section of iberojet.com
- Flight status
- Iberojet app or official website
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