NOTICE: If the incident occurred in the European Union outside Spain we recommend you, after lodging a complaint to the Airline, to address your complaint directly to the Competent Authority of the Member State concerned. Remember that lodging your complaint directly with the Competent Authority of the State where the incident occurred will reduce waiting times to issue the resolution. Click here to know where to address your complaint in another Member State.
Additional information can be collected by phone +34 91.396.82.10 Monday through Friday from 8:30 to 14:30.
The assistance and intermediation of claims and complaints of the user activities are certified under the ISO 9001 Quality Management Certificate of AESA
You can lodge a complaint if you have had one of the following problems: cancelled flight, delayed flight more than three hours, denied boarding due, for example, to overbooking, or any class upgrading or downgrading, if the airline has not served your rights as a passenger, which you can consult here.
In the case of incidents NOT related to denied boarding due to overbooking, cancellations and/or flight delays, or class upgrading or downgrading, useful information can be viewed on Incidents not related to cancellations and delays.
If you think that your rights have not been respected, you can complain by following the steps below:
A complaint may be filed by only one of the two ways above mentioned. In the event that the same complaint enters by more than one way, the Agency reserves the right not to process the complaint.
For those complaints filed online, the passenger may access at any time to consult the status of processing of his claim. To do this, you must access the link below indicating the pre-assignment or final file number (if the application has already been validated), as well as the email address you provided in the submission of the complaint.
Please note that the processing status can only be consulted on those complaints that were submitted online.
AESA will analyse whether there was a breach of the Passenger Rights Regulation (EC) 261/2004 and ask the airline for information on the facts, collect additional information and examine whether or not it complied with the standard.
After the relevant examination, AESA will communicate to the applicant and airlines the actions carried out in relation to the complaint and issue a report with the result of its actions.
In the case that the AESA report is positive for the passenger but the airline does not comply with it, the passenger can go to the courts. In such a case, the positive report of AESA will be very useful. The passenger should also be aware that the judicial remedy to claim compensation for damages may be used at any time during the proceedings.
If the incident took place at an EU airport, not in the Spanish territory, you can view in the following list of contact details of the competent national authority to process your complaint. You shall send your complaint to the agency which is responsible for processing your claim/complaint and for giving you a response.
However, if you want AESA to transfer your complaint to the national body responsible, please provide us with the form available on the AESA website, after filling in it, and we will send it to the authority of the territory in which the incident occurred.
The Service to Air Transport Users is a unit integrated in the Quality and User Protection Division, (of the Directorate of Civil Aviation Safety and User Protection), and its objective is to advise and inform air transport passengers of the rights protecting them as well as the channels available to lodge their complaints. In addition to protecting and intermediating disputes that may arise between passengers and air transport operators and, where appropriate, with the airport managing body, in all those matters that fall within the competence of AESA in the field of passenger protection.
In the Air Transport User Service Letter you can view the commitments that the Aviation Safety State Agency (AESA) has with air transport users.
If you need further information you can either call in the morning from 8:30 to 14:30 Monday through Friday by phone: +34 91 396 82 10 or request it by e-mail on: firstname.lastname@example.org