Procedures and Claims Portal
Claims, complaints and suggestions relating to the management of airport rights (INVOICING)
Management of airport rights for services including landing, terminal area traffic, meteorology, security, passenger departure, PRM, parking, airbridge, cargo, fuel and lubricant supply, ground support and other services. The service also enables citizens to submit the documents needed to manage fee payments.
About
Article 68 of the Air Security Act (Law 21/2003 of 7 July) modified by Law 1/2011 of 4 March, establishing the State Programme for Civil Aviation Operational Security.
Article 68. Revenue of Aena S.A.
- Subject to the provisions of the following section, all revenue received by Aena, S.A. in the course of its activity is regarded as private company price earnings.
- The payments received by the company will be considered as public provisions in the following cases:
- For the use of the runways of civilian and joint use airports and of air bases open to civilian traffic by aircraft, and the provision of the services required by such use, other than ground services to aircraft, passengers and goods.
- For air traffic services at aerodromes provided by the airport manager, without prejudice to such services being provided by duly qualified air traffic service providers contracted by the above and designated for the purpose by the Ministry of Public Works.
- For meteorology services at aerodromes provided by the airport manager, without prejudice to such services being provided by duly qualified meteorology service providers contracted by the above and designated for the purpose by the Ministry of the Environment, Rural and Marine Affairs.
- For passenger and baggage control and inspection services at airports.
- For the use by passengers of airport terminal areas not accessible to visitors, and complementary airport facilities.
- For services permitting the general mobility of passengers and the assistance needed by people with reduced mobility (PRMs) to enable them to move from the point of entry to the airport to the aircraft, or from the aircraft to a point of exit, including boarding and debarkation.
- For the use of aircraft parking aprons facilitated by airports.
- For the use of airport installations to facilitate the passenger boarding and debarkation service of airlines through telescoping airbridges or the simple use of a position on the apron preventing the use of the corresponding airbridge by other users.
- For the use of the airport grounds in goods loading and unloading operations.
- For the use of the airport grounds for the transportation and supply of fuel and lubricants, by any mode of transport or supply.
- For the use of the airport grounds for the provision of ground services not subject to levies for other specific considerations.
- The amounts of the public provisions referred to above may be updated annually by the State Budget Act in accordance with chapter III.
- The public provisions referred to in section 2 must not be paid for operations conducted by Spanish State aircraft and aircraft providing services for Regional Governments and other local authorities, as long as they are providing non-commercial public services, and for foreign state aircraft, if the states to which they belong grant a similar exemption to Spanish state aircraft.
How to file a claim
Citizens may make a claim, complaint or suggestion by filling out the downloadable form and sending it to any of the addresses below, or through the link in the section “Electronic access to the process”.
Contact
Responsible unit:
Aena
Airport Management. Economic-Administrative Management. Economic Revenue Management Division
Postal address:
C/ Peonías, 12
28042 Madrid (SPAIN)
Aena
Airport Management. Economic-Administrative Management. Economic Revenue Management Division
Postal address:
C/ Peonías, 12
28042 Madrid (SPAIN)
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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