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
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.
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 theOffice 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:
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)
