"Hi Daniel!
I hope that you are fine.
First of all, I would like to apologize for not being able to answer your e-mail before.
As you already know, our three customers have tickets issued by American Airlines that included two flights operated by Iberia: Miami-Madrid and Madrid-Tel Aviv. The first flight (Miami-Madrid) was booked under an American Airlines flight code, but operated by Iberia.
According to airline regulations, children who are younger than 12 years old cannot fly without an adult. Iberia offers an Unaccompanied Minor service for children aged 5 to 12 years old, who travel on their own. We also offer the Young People service for children aged 12 to 17 years old travelling on their own.
Though the Unaccompanied Minor service needs to be booked for children aged 5 to 12 years old when flying on Iberia flights on their own, the Young People service for children aged 12 to 17 years old can be booked, but it is not mandatory.
In this case, we weren’t able to find any Young People service in the booking of the three passengers. As in this case, there were two young people, aged 15 and 17, who are allowed to fly on their own according to the procedures mentioned above, accompanying a child, who was 11 years old, and this is also allowed. As no Young People Service was booked, that service wasn’t offered.
Upon arrival at Madrid airport, the flight to Tel Aviv was overbooked, the three customers were offered a hotel and meal vouchers. The three customers are also entitled to a compensation of 600€ per person. According to our records, the compensation wasn’t denied, but we have already issued an electronic-voucher to pay it. My colleagues in the Customer Service department are going to contact the customers to explain them how to proceed to receive the compensation.
Hope that this information helps you.
Best regards,
Consuelo Arias "