Alternative Dispute Resolution

As of 2 June 2023, the Agencia Estatal de Seguridad Aérea of Spain (“AESA”) has been recognised as an ‘Alternative Dispute Resolution’ entity in the air transport sector providing air transport users with an alternative option to resolve their disputes on the application of Regulations (EC) No 261/2004 of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights, and repealing Regulation (EC) No 295/9; and (EC) No 1107/2006 of the European Parliament and of the Council of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air.

 

The scope of application of this new dispute resolution system is set out in Art.2 of Order TMA/201/2022 of 14 March (https://www.boe.es/eli/es/o/2022/03/14/tma201/dof/spa/pdf(Opens an external website in a new tab)) (the “Order”).

 

If you experience an incident covered by the cases contemplated in the Order, prior to the initiation of the alternative dispute resolution procedure, you must file a prior complaint, for which you may request a "prior complaint form" from the customer service departments and services, including our sales and customer service counters at airports, or filing the complaint form on our website(Opens page in the same tab).

 

If the resolution of the complaint offered by us is not entirely satisfactory to you or after the expiry of a period of one (1) month from the date of the presentation of your complaint, you may appeal to AESA (https://www.seguridadaerea.gob.es/)(Opens an external website in a new tab) for alternative dispute resolution for the protection of air transport users (Reg. (EC) 261/2004 and Reg. (EC) 1107/2006), expressly excluding from this procedure claims regarding baggage, damages and clauses of the transport contract. 

 

Your claim will be inadmissible before AESA if a period of one (1) year has elapsed from the date of the presentation of your complaint.

 

The decision taken by AESA in alternative dispute resolution is binding on us.