Procedures and Claims Portal
Complaints and suggestions about the Procedures and Claims Portal and its functions
This service lets you send complaints and suggestions about the Procedures and Claims Portal and its functions, and guarantees the channels will be available.
Access to the Procedure
Filing applications
WITHOUT DIGITAL CERTIFICATEFiling applications
WITH DIGITAL CERTIFICATEProvision of additional documentation
WITH DIGITAL CERTIFICATEReceipt copy request
WITH DIGITAL CERTIFICATECheck process status
WITH DIGITAL CERTIFICATERequest copy of electronic file
WITH DIGITAL CERTIFICATE
What is the Procedures and Claims Portal and what does it involve
- It is a website available to the public that is owned and managed by Aena as part of its sphere of responsibility.
- It has systems that enable secure communications to be established whenever necessary.
- The information, services and transactions published on the Procedures and Claims Portal must respect the principles of accessibility and usability set out in relevant regulations, open standards and, where applicable, others principles in general use by the public.
- It enables user identification and provides means for submitting suggestions and complaints.
How can I present a complaint or suggestion online
If you have experienced any problems with the Procedures and Claims Portal and its functions, or if you would like to send us your suggestions for improving the service, please fill in and send the form on the right side of this page.
- To do this, you must complete the form, including: the date of the problem and reason for reporting it. It is important to describe what happened in chronological order, giving a concise explanation of the problem or suggestion.
- Indicate if you would like to receive a reply to your complaint or suggestion by ordinary post, e-mail, etc.
For this, choose one of the following channels:
- ONLINE SERVICE: Accessing the online form and filling it in. The service lets you attach files and returns an electronic receipt signed by Aena to confirm that your complaint or suggestion has been received. Citizens have the option of tracking complaints and suggestions sent with a digital certificate in the "My procedures" section.
- E-MAIL: Send an e-mail to the following address: administracionelectronica@aena.es attaching the downloadable complaint or suggestion form, duly completed. If you encounter any technical problems, please send the form to: IncidenciasServTelemBuzon@aena.es.
- ON PAPER: Once you have filled in the downloadable complaints and suggestions form, print it out and take it to the general register at any Aena centre or to the public service desks at any airport. If you prefer, you can post it to the following address:
ICT Department
eOffice
C/ Peonías 12.
28042 Madrid.
Quejas y sugerencias relativas al portal de servicios online y su funcionamiento
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
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