Procedure to complain to AESA for cancellations, delays, denied boarding and PMR in air transport for flights prior to 01/06/2023 included (via information)

What you can claim

• Flight cancelled.
• Flight delayed 3 or more hours.
• Flight ahead more than an hour at departure.
• Unjustified denial of boarding (overbooking).
• Change of class. 
• Incidents related to PMR passengers.

What you can NOT claim

• Problems with luggage.
• Quality of service.
• Incidents related to travel agencies.
• Combined travel.
• Incidents in rates or fees.

How to claim

1. First he claims the airline
Do it within 5 years of the incident, by their website or customer service.

2. If they do not respond to you in 1 month or you are not satisfied with the answer, you can complain to AESA.
To file the claim you have two options:

1. On the web (recommended):

• Fill in the form on the AESA website.
• Attach the documents in digital format (pre-company claim, copy of the ticket or boarding pass with the information of the airline and the claimant, NIF/NIE/Passport and disaggregated invoices, if any).

Start your claim with AESA | AESA-Agencia Estatal de Seguridad Aérea - MTMS

2. By registration or postal mail:

• Complete the form available on AESA's website
  • Provides all necessary documentation: prior claim to the company, copy of the ticket or boarding pass with the information of the airline and the claimant, NIF/NIE/Passport and disaggregated invoices, if any)
  • Submit your claim
    • by post to
      
      Agencia Estatal de Seguridad Aérea (AESA)
      Passenger Rights Division
      Paseo de la Castellana 112, 28046, Madrid
    • presenting it in official registers, post offices or Spanish consulates.

If you submit the claim through the web, you can consult at any time its status of processing in the electronic headquarters of AESA, in the following link: Passenger rights | Headquarters AESA

AESA's task is to analyse the facts and request information from the airline.
It then issues a report that is sent to both the passenger and the airline.

This report is not binding, but serves as useful evidence if you decide to go to court to claim compensation or enforce your rights.

Effect of administrative silence

Since it is an information act which is not the result of an administrative procedure, silence has no effect.

Remember:

• Complaints to AESA are free of charge.
• If your flight was from 2 June 2023, you must use the Alternative Dispute Resolution (ADR) procedure.
• The AESA report is not binding on the airline, but it will serve as legal support if you go to court, in case the company has not complied with the content of the report.