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.
How do I lodge a claim with my airline?
Your claim must be legible, clear and concise, relate the facts and include the following information:
Under what circumstances is the airline exempt?
Airlines are fully or partially exempt of liability in extraordinary circumstances such as the following:
If you need further information:
Reglamento Europeo 261/2004 de normas sobre compensación y asistencia a los pasajeros aéreos (pdf - 133.64 kB)
Aena (services, facilities, cleaning, etc.): ( 34) 913 211 000.