Tickets

The Spanish Aviation Safety and Security Agency has, among others, the competence to ensure compliance with the rules relating to the protection of the air transport user. In particular, ensuring compliance with Regulation (EC) No 261/2004 of the European Parliament and of the Council, of 11 February 2004, establishing common rules on compensation and assistance to air passengers in the event of denied boarding and of cancellation or long delay of flights, and upgrading and downgrading.

AESA is the responsible body designated to process complaints relating to compliance with Regulations (EC) 261/2004 and 1107/2006. Disputes between passengers and airlines over matters not covered by these Regulations should be resolved in the courts of justice.

In order to provide information on other user rights, various types of incidents NOT related to Regulations (EC) 261/2004 and 1107/2006 are indicated below with information relevant to the passenger concerned.

Passenger Identity

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The airline may refuse boarding to you if the ticket or boarding pass contains data that do not exactly match your passenger identity details shown on your identification documents (National Identity Document, Passport, Tax Identification Number or the like or, if any detail is missing. All this is due to compliance with strict safety rules at the time of boarding and access to the airport security zone.

In addition, the Air Navigation Act establishes that the ticket and the boarding pass are nominative and non-transferable documents, being one of the requirements of the content of the ticket the recording of the passenger name.

Remind that denied boarding due to improper submission of documentation does not generate rights covered by Regulation (EC) 261/2004

Tariffs

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Users of air transport, before making the purchase of their tickets, should get information about the different tariffs offered by airlines since, depending on the type of fare, they can offer you very different conditions in case of reimbursement or change of date or change of the holder of the ticket.

Some air fares have many restrictions in case you want to change the date or the holder of the ticket as well as if you wish reimbursement of the ticket. If you book your ticket and think you may encounter problems when flying, make sure that the fare you purchase allows you changes or reimbursements, even if that means paying more for your ticket.

In the event of existing disputes with the airline in this matter, the only way to enforce your rights and legitimate interests would be to go to the Courts of Justice, since it is a private matter relating to the conditions of the contract of carriage.