Frequently asked questions
Responses to doubts and questions raised by passengers at the airport and during the flight.
How and where can I make a complaint if I have a problem?
If you have a complaint concerning a scheduled flight, you can write a letter to the airline company. In the case of a problem with the transport service of a flight which forms part of a package holiday or tour, the passenger must address his complaint to the travel agency in question–. Airlines normally have complaint forms at their information and ticket sales counters. Aena Aeropuertos Complaint Forms can also be used and are found at the airport information counters.
Aena Aeropuertos complaint forms are also used to make a complaint about airport services or transit procedures and companies. The catering services (cafeterias, restaurants...) have their own official forms at the disposition of customers wishing to file a complaint.
In all cases, the presentation of a complaint may entail other legal or administrative action.
Who is responsible in the event of an accident? What compensation am I entitled to?
The Montreal Agreement and the EC Council Regulation Nº 2027/97 of 9 October 1997 regulate airline liability for passenger death or injury.
The carrier is held responsible for damages caused in the event of passenger death or physical injury which is due to an accident taking place either on board the aircraft or at any time during boarding or disembarkation. The company may by partially or totally exonerated of their liability if they prove that the damage was caused entirely as a result of passenger or third person negligence or another undue action or omission.
No economic limit is set for liability in case of passenger injury or death. For damages of up to 100,000 SDR (approximately 120,700 euros), the airline cannot refute claims for indemnification. For sums greater than this, the airline can only refute a claim if it proves that there was no negligence or any other kind of fault on its part or that the damages were entirely due to negligence or to another undue action or omission of a third person.
In the event of passenger death or injury, the airline must make an advance payment to cover immediate financial necessities within fifteen days of identifying the person entitled to compensation. In the event of death, this advance payment cannot be less than 16,000 SDR.
Special Drawing Rights are units defined by the International Monetary Fund, which are equal in value to the sum of certain quantities of different currencies: US dollars, German euros (Germany), Japanese yen, euros (France) and pounds sterling. You can check their equivalence in euros on the Bank of Spain website: www.bde.es (Interest rates and exchange rates(daily rates) /official exchange rates for the euro from the Central European Bank).