Online Complains

Good news, from now on you can make yours complains to airlines in an online way. It is possible to access the website of the State Aviation Safety Agency (AESA) and process a claim for cancellation, delay or any other reason without having to fill out, print neither deliver all documentation in person at the offices of the airline.

Simply accessing the AESA website, the system collects in four simple steps all the necessary data to process the online claim. They will request the data of the flight in which the incident occurred, the passenger data and contact data. For last, the reason for the incident, all the supporting documents that can be presented and what is requested or claimed.

All this information will reach the Agency directly and it will be responsible for processing it. The Agency establishes if the reason for the claim is correct, also it contacts the airline to present its situation, gathers other type of information if that is necessary and decides based on whether or not there was a breach of the Passenger Rights Regulation (EC) 261 / 2004

In addition, with this new feature, it is also possible to track the claim on-line to find out what state it is in. This follow-up can only be done if the process has been online by accessing the AESA website and providing the file number facilitated by pre-assignment or the final one.

For those who cannot access the presentation of complains in this way, we remind you that the usual ways of presentation in person or by postal are still available. For more information AESA provides the following contact: Tel: (+34) 91 396 82 10 from Monday to Friday, from 8: 30h. at 2:30 p.m. / E-mail: sau.aesa@seguridadaerea.es

You can process your claim directly at the following link: https://sede.seguridadaerea.gob.es/SAU_Pasajeros/Paginas/Inicio.aspx?idioma=en