If do you think that you have suffered irregularity, neglect or faulty attention in the regular or charter flights, or into the airport facilities, you can use the complaint forms, that in this case are two:

1) From de Civil Aviation (AENA), airport services.
2) From the airline company.

You can:

Write a complaint letter to AENA or to the airline company o to the DGAC (General Direction of Civil Aviation) or request the complaint form at the airline company counter and the AENA’s counter in the airport. That don’t prevent from to exercise another judicial or administrative actions.

It’s important to consider these advises when you make your complaints:

• To fill in the forms, clearly, briefly and readable.
• To give every all the datum of the facts.
• To register completely your residence.

1 )In the facilities that depend on the Civil Aviation and commercial companies:

• Deficient cleaning of the equipment.
• Bad behavior of the employees.
• Inappropriate signs.
• Slow and ambiguous information.
• Obstruction to get the complaint forms.
• Abusive prices in the airport facilities.
(Restaurants and cafés are excluded because they have their own complaint forms)

2) At the airlines company’s counters:

• Overbooking practice
• Irregularity about the tickets dispatch.
• Luggage delay and loss.
• Misbehavior in the personal treatment.
• Flights delay and cancellation.
• Misuse in the arrangement of the waiting list.
• Meals anomalies aboard.
• To be disrespectful about security rules during the flight.
• Difficulty in acceding to the complaint book.

Te use of the complaint book, don’t exclude the possibility to exercise any other kind of legal or administrative action, which you has a right to.

Don’t forget that extrajudicial agreement with the involved institution or company are volunteer, therefore do not bind them, and usually the results are quite disappointing.