De acuerdo con la Resolución de AESA de fecha 05.05.2020, el instructor que ha impartido el briefing deberá emitir un certificado indicando que el titular ha superado satisfactoriamente el mismo.
Frequently asked questions
The first step before a complaint can be lodged with AESA is to lodge a complaint with the air carrier operating the flight.
You can do so through the complaint sheets that airlines usually have available at information desks or ticketing points at airports or using the form below to complain to an airline.
The complaint must be addressed directly to the customer service department, either by letter or by electronic means if the company has them. List of Air Companies Customer Service Services.
If, after submitting your complaint to AESA, the latter has asked you for a correction, you should contact the AESA website at the following link, indicating your complaint number and the email you indicated in the complaint:
You can also make the correction by sending the data/documents required to correct it to the following address, indicating that this is a remedy and its claim number:
Paseo de la Castellana 112.
28046 Madrid.
AESA will send you and the airline/airport manager, within 90 days (or 120 days in certain cases) of receipt of your complaint, a report indicating your rights due to the incident.
If the solution offered by the carrier does not fully satisfy you or the airline does not proceed in accordance with the provisions of the report issued by AESA, you may appeal to the courts of law by suing the airline. The report issued by EASA will be very useful to you.
You can find out the status of your claim through the website by clicking on the following link, indicating your claim number and the email you indicated in the claim:
You can also call the following phone, from 8:30 to 14:30 Monday to Friday on the phone: + 34 91 396 82 10.
After submitting a complaint to EASA, the EASA will analyse whether there has been a breach of the Passenger Rights Regulation (EC) 261/2004 or Regulation (EC) 1107/2006 and request information from the air carrier/airport manager, collect the necessary additional information and examine whether the air carrier/manager has complied with the European Regulations or not.
Once analysed, EASA shall, within 90 days (or 120 days in certain cases) from receipt of its complaint, send the applicant and the air carrier/manager a report on the complaint, highlighting its rights and, where appropriate, the instruments necessary for them to be restored.
At the following link, you can find the rights of passengers according to European Regulations 261/2004 and 1107/2006:
If your flight departs from an airport in the European Union other than Spain or arrives at a European Union airport other than Spain from a non-Community country with a Community air carrier, you must address your complaint to the Authority of the competent country.
You can consult the following list (https://ec.europa.eu/transport/sites/transport/files/2004_261_national_enforcement_bodies.pdf) of contact details of the competent national authority to deal with your complaint. You must send your complaint to that body which is responsible for handling your complaint and replying to it.
If, in particular, your flight originated from a German, Dutch, Irish or Italian airport, you can directly access the competent authority’s online form through the following links:
German Authority Form.
Form Dutch Authority.
Form Irish Authority.
Form ItalianAuthority
However, if you wish EASA to transfer your complaint to the responsible national body, you can submit the complaint to EASA and we will forward it to the authority in which the incident occurred (provided it is an EU country).
We strongly recommend that you address your complaint directly to the Competent Authority as if you submit the complaint to EASA, the processing times will include an additional delay of 90 to 120 days over the deadlines set by the Competent Authority of the responsible country. In addition, please do NOT file a complaint with EASA if you have already submitted the complaint directly to the authority of another country.
With regard to the procedures for opening up a new aerodrome for restricted use to traffic, please refer to this section of the website:
Aerodromos for restricted use — AESA guide material
Here you can find all the guide material for authorisation.
In particular, please read the Authorisation Guide for aerodromes and helipads for restricted use that have not been transferred to the ACs.
The process consists of 4 phases:
- Phase 1: Air Space Compatibility
- Phase 2: Environmental Processing.
- Phase 3: Authorisation of Establishment.
- Phase 4: Opening to Traffic.
The change request must be made by the aerodrome manager or by someone on their behalf, duly authorised. This request must be accompanied by supporting documentation for the change and must be sent via the AESA Electronic Headquarters.
- Document setting out the change signed by both the former manager and the new manager.
- Documentation proving the physical or legal personality of the new manager.
This process is carried out by the Aerodrome and Heliport Supervision Service (DSACPU).
Once the submitted documentation has been analysed, if this is correct, a new Traffic Opening Authorisation will be resolved on behalf of the new manager.