surinenglish

New online system for complaints about airlines

Passengers are often entitled to compensation.
Passengers are often entitled to compensation. / SUR
  • The national air safety agency has produced an online form that will make it easier to lodge complaints and track claims

The busiest time of year for travel is about to start and this is when flight cancellations and delays are more likely. When this happens, people are usually entitled to make a claim against the airline but many fail to do so because they are going on holiday and can't spare the time.

To make it easier, the national air safety agency (AESA) has now put an online form on its website so people can lodge any complaints and also track the progress of their claim. The website is www.seguridadaerea.gob.es, and there is a section for complaining about cancelled or delayed flights, being denied permission to board, access for passengers with mobility difficulties etc.

AESA also points out that if a passenger is denied boarding, or their flight is cancelled or seriously delayed, they could be entitled to compensation of between 250 and 600 euros, depending on the distance of the flight, although the amount can be reduced by 50 per cent if the airline offered alternative transport or makes up the time lost.

Passengers who arrive over three hours late at their destination may be entitled to the same compensation as for cancellation, unless the airline can prove that it was due to an extraordinary circumstance.