Service details

Processing and managing passenger claims or complaints

Due to the complexity of air travel, as a passenger you may encounter different problems caused by either the airline or the airport management company not meeting its obligations. Firstly, it is important to know who to address complaints and claims to.

Aena provides the public with complaint forms and other means with which to exercise their right to complain when unsatisfied with airport services.

 

In this section you can lodge claims and complaints of any type regarding airport facilities and services (cleaning, information service, etc.), and the companies or official and commercial entities operating in them.

The Aena Group is a group of companies devoted to airport management and the provision of air navigation services.

Through Aena S.M.E., S.A., it manages 46 airports and two heliports in Spain. Aena is therefore responsible only for complaints or claims regarding its services and facilities (cleaning, air conditioning, information services, assistance for people with reduced mobility, security services, etc.).

If your claim, complaint or suggestion is directly related to the services of Aena, consult the link “Instructions for the processing and management of passenger claims, complaints and suggestions”, to the right in the “Associated Documentation” section, where you will find the steps to follow. If you wish to make a complaint, you can do so using the online forms to the right of this screen.

If you wish to file a claim for personal or material damages, you must log in using a digital certificate or download the forms and submit your claim in writing at the airport where the events occurred, the postal address of which you can find here: Contact.

If your complaint or claim does not concern the services provided by Aena, you can find the information on what to do and which department to apply to, according to the type of complaint, on the eGovernment site, in the Claims, complaints and suggestions section.

Catering services (cafeterias, restaurants, etc.) have their own official catering trade book where you can submit your complaint, claim or suggestion.

However, if you believe that there have been failures in fulfilling the terms of your carriage contract with an airline (flight delays, denied boarding, overbooking, flight cancellation, lost or damaged luggage, schedule changes, substandard service quality, unscheduled stopovers, etc.), you should lodge your complaint with the airline. If you only have a transport contract, you should address your complaint or claim to the airline.

When the flight is part of a package trip your complaint or claim should be addressed to the organisers and retailers (travel agencies).

If you are unsure which airport the complaint or suggestion should be addressed to, you may send it to one of the following addresses:

Ordinary post:
Aena
Dirección de Operaciones, Seguridad y Servicios (Operations, Security and Services Division)
División Servicios Aeroportuarios
C/ Peonías, 12
28042 Madrid
Fax:
913 211 090

ADDITIONAL INFORMATION

If you have lodged a complaint or claim with an airline and you have not received a response in a suitable time or you are not satisfied with the response given, you may contact the Ministry of Public Works' State Air Safety Agency.

In Spain, the State Air Safety Agency is responsible for enforcing Regulation (EC) 261/2004 of the European Parliament and of the Council of 11 February 2004 (in effect since 17 February 2005) establishing common rules on compensation and assistance to passengers in the event of denied boarding and of flight cancellation or long delays. They carry out the appropriate inspections and, where applicable, penalise the airlines for not fulfilling their obligations.

MINISTRY OF ECONOMIC DEVELOPMENT
Agencia Estatal de Seguridad Aérea (state air safety agency)
www.seguridadaerea.gob.es
División de Calidad y Protección al Usuario (quality and user protection division)
Avenida General Perón, 40, acceso B (Reception on the 1st floor).
28020 Madrid
Telephone: 913 968 210
Procedures

Processing and managing passenger claims or complaints

Online access to the process

Access without digital certificate
Access with digital certificate

Make sure you have your digital certificate installed and/or activated before selecting any of the following links.

Procedure forms

Downloads

Download here the necessary applications for reading these documents