Procedures and Claims Portal

Processing and management of passenger claims, complaints and other communications regarding services and parking

Presentation of all kinds of claims, complaints, queries, suggestions or compliments regarding the airport facilities and services provided by Aena S.M.E., S.A.

Access to the Procedure

To bear in mind

  • Aena S.M.E., S.A. manages 46 airports and two heliports in Spain. Aena, therefore, is responsible solely for complaints or claims regarding its services and facilities (cleaning, air conditioning, information services, assistance for people with reduced mobility, security services, etc.).
  • If you wish to submit a property or personal injury claim, you must do so electronically with a digital certificate or submit the claim in writing to the airport where the incident took place. You can download the necessary form in the “Forms” section on this page or submit a conventional written document.
  • Aena S.M.E., S.A. does not have the authority to resolve issues related to the terms and conditions of your transport contract with an airline. If you believe that there have been deficiencies in the fulfilment of the terms of your transport contract with an airline (such as flight delays, denied boarding, overbooking, flight cancellation, lost or damaged luggage, schedule changes, poor service quality, unscheduled layovers, etc.), you should file your complaint directly with the airline.
    If you only have a transport contract, you should address your complaint or claim to the airline. When the flight is part of a package trip your complaint or claim should be addressed to the organisers and retailers (travel agencies).
  • If your complaint or claim is not regarding the services provided by Aena or the terms of your transport contract with an airline, in the Claims section, under Services and formalities, you can access the corresponding formality based on the nature of your complaint.
    Catering services (cafeterias, restaurants, etc.) have their own official catering trade book where you can submit your complaint, claim or suggestion.
If you are unsure about which airport to address your complaint or suggestion to, you can always submit it to:

Aena
Dirección de Seguridad y Servicios (Security and Services Department)
División Servicios y Experiencia del Pasajero (Passenger Services and Experience Division)
C/ Peonías, 12
28042 Madrid

Additional information

If you have lodged a complaint or claim with an airline and you have not received a response in a suitable time or you are not satisfied with the response given, you may contact the Ministry of Public Works' State Air Safety Agency.
 
In Spain, the State Air Safety Agency is responsible for enforcing Regulation (EC) 261/2004 of the European Parliament and of the Council of 11 February 2004 (in effect since 17 February 2005) establishing common rules on compensation and assistance to passengers in the event of denied boarding and of flight cancellation or long delays. They carry out the appropriate inspections and, where applicable, penalise the airlines for not fulfilling their obligations.
 
MINISTRY OF TRANSPORT, MOBILITY AND URBAN AGENDA
Agencia Estatal de Seguridad Aérea (state air safety agency)
División de Calidad y Protección al Usuario (quality and user protection division)
Paseo de la Castellana, 112
28046 Madrid

Impresos y documentos asociados

FORMS
Complaint, claim and suggestion form (not to be used for complaints addressed to airlines in the interests of efficient processing)
(application/pdf - 496.38 kB)

Contact

Telephony services ( +34) 91 321 1000

We are at your disposal 24 hours a day, every day of the year

Are you hearing impaired? From 7:00 to 23:00 peninsular time. We are at your disposal 24 hours a day, every day of the year
Enter
Logo Aena