Our airports: serving passengers.
One of the top priorities of Aena Aeropuertos is customer care, and especially passenger care. We hope that the time you spend in our airports is as pleasurable as possible, and with this aim in mind, we work closely with the airlines to improve the punctuality of your flight.
We also want to ensure that the procedures you have to follow in the airport involve a minimum of delay and discomfort, whether at check-in, passport control or customs, as well as in the boarding areas. We are therefore constantly studying how we can best improve procedures with airlines, baggage handling companies and the police.
In line with other major European airports, Aena is making considerable efforts to reinforce security checks in Spanish airports. It is our desire that your journey be as safe as possible and although we try to minimise the impact of such checks, we ask for your patience and understanding if you experience any delays or inconvenience as a result.
We hope that your time in the airport will be pleasant, entertaining and useful, and that you will enjoy the excellent services on offer at our shops, banks, restaurants, communications services etc.
As a passenger, you have certain rights from the moment you enter the airport until you arrive at your destination. By exercising these rights, by making a claim or a complaint, you are helping us and all the companies involved in air transport to improve our work; the information you provide is very valuable and helps us to offer you a better service.
If you have any query or comment to make, please see our information staff, or if you prefer, contact any one of the addresses mentioned below.
The European Commission has developed a smartphone app to enable passengers using these phones to consult their rights immediately for any problem which might arise at the airport. You can find it at the link below: