The AESA route
In Spain the aviation regulator does not just give an opinion: since 2 June 2023 its decision binds the airline. That is why no lawyers or commissions are needed here.
What it is
AESA, the Spanish Aviation Safety Agency, runs an alternative dispute resolution procedure (Orden TMA/201/2022). It is free for the passenger, the airline must take part, and the decision binds the airline, not you: if you disagree, you can still go to court.
The order to respect
First, a claim to the airline, which has one month to reply. Second, if it doesn't reply or you are not satisfied, a complaint to AESA within one year of the prior claim. Third, AESA decides within 90 days of the complaint being complete (extendable by 90 more in complex cases). Fourth, the airline has one month to comply. If it doesn't, you can enforce the decision in court.
How to file
On AESA's electronic office with a digital certificate, Spanish eID or Cl@ve Permanente (Cl@ve PIN is not accepted). Without a certificate, the semi-presential route: fill in the form, print the receipt, sign it and deliver it to AESA within 10 days. Or on paper at Paseo de la Castellana 112, 28046 Madrid.
Which flights
Flights departing a Spanish airport on any airline; and flights arriving in Spain from outside the EU on a European airline.
What we do
We prepare the statement with your details, your dossier and the airline's reply, remind you of every deadline and tell you which documents to attach. You file the complaint yourself, in your own name.