Quality of service

    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.

    Airlines and Airport Managers

    With regard to incidents concerning the poor quality in the provision of the air transport services offered by the airline/airport manager, the passenger should contact the concerning one to lodge his/her complaint. In the event that the dispute cannot be resolved with the airline/airport manager, the only way, since it is a private matter, would be to settle the dispute in the Courts of Justice.

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