Incidents on your trip | Travellers | Aena

Passengers

Passenger rights in relation to airlines

Right to information at departure and during the stages of the journey.

Right to a refund if there is a delay of 5 hours or more, if your flight is cancelled, your route is changed or you are denied boarding.

Right to claim and to compensation, where applicable.

Right to not be discriminated against on the grounds of your nationality, place of residence or disability (if you are a person with reduced mobility, right to travel in the same conditions as other passengers).

Right to indemnification, advances and assistance in the case of death or injury due to accidents.

Rights

Rights in the event of a long delay

You have the right to:
  • Receive assistance, food and drink.
  • Access communication.
  • Accommodation (if necessary).
  • Transport to and from the accommodation.
In the case of a long delay, assistance will be available after:
  • 2 h or more for flights up to 1,500 km.
  • 3 h or more on flights of 1,500 km in the EU or between 1,500 and 3,500 km outside the EU.
  • 4 h or more on flights of 3,500 km outside the EU.

Rights due to cancellation or denied boarding

You should be offered one of these options:
  • Alternative transport to your final destination by similar means.
  • A replacement flight at your convenience at no additional cost.
  • Refund of the price of the ticket.
In addition:
  • Where applicable, a free journey as close as possible to the start of your journey (this condition also applies to departures with a delay of 5 h).
  • The airline’s obligations towards you end once you accept a refund.

Rights related to baggage problems

You can claim for:
  • Loss.
  • Delay.
  • Damage to your baggage (including mobility equipment).
Deadlines for the submission of claims to your airline:
  • 7 days from receiving the baggage, if it is damaged.
  • 21 days from receiving it, if it was delayed.

Rights of people with disabilities or reduced mobility

You have the right to:
  • Receive assistance at no additional cost.
  • At all EU airports.
  • Assistance for boarding and debarkation and during the flight.
Take into account that:
  • You may be denied boarding if it is physically impossible due to the size of the aeroplane or its doors, or if doing so would breach any of the established security requirements, in which case you have the right to a refund or to alternative transport.
  • The carrier may require the presence of a companion to provide assistance. If this is applicable, the Commission recommends that the seat be free of charge or offered at a considerably reduced rate.

Accident liability

You have the right to:
  • Indemnification in the case of passenger injury or death.
  • An advance of the indemnification within a period of two weeks from the identification of the victim.
  • Assistance for the victim of the accident and their family.

Información para víctimas y familiares de accidentes de aviación civil comercial (pdf - 2.56 MB)
Take into account that:
  • The carrier is liable in the event of death or injury due to an accident on board the aeroplane, or during boarding or debarkation, except in cases of passenger negligence or omission.
  • Information about the framework and characteristics of the assistance, applicable legislation, FAQs, etc. is available on the Office for Assistance for Victims and Families of Civil Aviation Accidents (OAV) website of the Ministry of Transport, Mobility and Urban Agenda.

How to make a claim

How do I lodge a claim with my airline?
  • By using the claim forms at your airline’s information or ticket sales desks.
  • On the airlines’ websites.

  • Your claim must be legible, clear and concise, relate the facts and include the following information:

    • Dates.
    • Booking number.
    • People you have spoken to.
    • Copy of the relevant information.
    • Your contact details, so the airline can reply to you as quickly as possible.
  • If, after a reasonable period, you do not receive a reply or you are not satisfied with the reply you have received, complete the form provided by the State Air Safety Agency (AESA) and send it along with a copy of the claim you have already submitted to the airline.

Under what circumstances is the airline exempt?

Airlines are fully or partially exempt of liability in extraordinary circumstances such as the following:

  • Political instability.
  • Meteorological conditions incompatible with flight.
  • Security risks.
  • Unexpected flight safety shortcomings.
  • Strikes that affect air operations.

If you need further information:

Reglamento Europeo 261/2004 de normas sobre compensación y asistencia a los pasajeros aéreos (pdf - 133.64 kB)

Derechos del pasajero (pdf - 527.21 kB)

Aena (services, facilities, cleaning, etc.): ( 34) 913 211 000.

Emergency Response Plan

Actions for preventing and responding to emergencies in buildings.

  • Spanish: Guía básica de autoprotección (PDF-611,17 kB)
  • English: Emergency Response Plan (PDF-538 kB)
  • German: Grundlegende Anleitung zum Selbstschutz (PDF-550 kB)
  • Galician: Guía básica de autoprotección (PDF-538 kB)
  • Basque: Autobabeseko oinarrizko gida (PDF-538 kB)
  • Catalan: Guia bàsica d'autoprotecció (PDF-540 kB)
  • Valencian: Guia bàsica d’autoprotecció (PDF-541 kB)
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