Rosa Mara Lpez Martnez

SERVICES OFFERED TO PASSENGERS

Head Office of Spanish Airports
The public company Aena, attached to Spains Ministry of Public Works and Transport,
is in charge of the Spanish airspace and a wide array of airport services. It currently
manages a network of 74 airports and 2 heliports in Spain and elsewhere in the world.
To control air traffic in Spain it has 5 Control Centres using state-of-the-art technology.
It is the largest airport organization in the world as regards number of airports and
volume of passengers.

COMPLEMENTARY SERVICES
There is a wide array of services that may vary, depending on the characteristics of each
airport and the demands of its customers:

Shopping
o Shops operating under normal tax regime
o Regulated retail shops
o Duty-free shops

Dinging services
o Snack bars, bars, restaurants, etc.
o Financial services
o Entertainment and business centres
o Religious services
o Landline telephone services

8 TRANSPORT CONNECTIONS
The necessary means and infrastructures are provided to make the airports accessible.

Public parking

Car hire services

Taxi services

Public transport: buses, underground, rail, etc

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Our commitment
1 INFRASTRUCTURES
To provide the infrastructures befitting the needs of customers and concessionaires
(airlines, handling agents, etc.) to supply passengers with check-in, baggage claim,
security and customs services
2 LUGGAGE TROLLEYS
To ensure that there are sufficient luggage trolleys for passengers and that they are easy
to find and obtain
3 INFORMATION
To ensure complete and understandable signposting, taking into account both local
culture and language and the international aspect of air transport.
Whenever possible, airports will have information points (desks and moveable stands)
staffed by duly trained employees and open during airport or terminal operating hours.
At the airports, the European Commission's "Charter of Air Passenger Rights" will be
posted in visible, strategic places and informative flyers and other publications will be
available to passengers.
4 COMFORT
The airports will ensure that all public areas are clean at all times, paying special
attention to the cleanliness of bathrooms and toilets.
They will also ensure that the equipment used for serving passengers is maintained on a
regular and systematic basis, according to the instructions of manufacturers.

5 CUSTOMER SERVICE
The airports will ensure that clear and precise procedures are in place for handling
complaints and suggestions. In ordinary circumstances, the airports will respond to
complaints made to Aena within 20 workdays.
The airports will collect and safeguard abandoned objects and establish a procedure for
administrating them in keeping with the Civil Code.
The airports will have contingency plans to assist passengers affected by significant
delays.

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6 PERSONS WITH REDUCED MOBILITY
The airports will ensure that their facilities are compatible with the needs of persons
with reduced mobility (PRM) and they will make special efforts to render this service
efficiently.
7 COMPLEMENTARY SERVICES
To offer a constant renovation and expansion of the services rendered to customers,
adapting them to their needs and expectations.
8 TRANSPORT CONNECTIONS
The airports will work closely with the right organizations and companies to expand and
improve public transport.
Whenever possible, the airports will foster public transport with operating hours that
coincide with those of scheduled flights.
9 ENVIRONMENTAL PROTECTION
To continually improve environmental protection through the implementation of
environmental management systems, EMS, and their ISO 14001 certification.
10 QUALITY MANAGEMENT
To continually improve the quality of the services rendered through the implementation
of quality management systems, QMS, and their ISO 9001 certification.

Indicators of Service Quality

Declared capacity al coordinated airports
Capacity of public car park
General rating of the quality of the services rendered lo passengers
Rating of perceived quality associated with the following services:
. Supply of infrastructures for check-in, luggage and security
. Management of luggage trolleys
. Information services
. Availability of information about passenger rights
. Cleaning service
. Maintenance service
. Persons with reduced mobility
. Shopping
. Dining services
. Access roads and means of transport
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Percentage of recorded lost objects delivered when reclaimed
Number of airports with contingency plans established to assist passengers affected by
significant delays
Volume of traffic handled by airports with ISO 14001 certification
Volume of traffic handled by airports with ISO 9001 certification
Number of complaints attributed to Aena per million passengers
Average time for resolving complaints attributed to Aena

Aena carries out periodic monitoring of all these indicators, assessing their evolution
and applying appropriate improvements when unsatisfactory results are detected.

Measuring perceived quality

The Head Office of Spanish Airports systematically assesses the levels of quality
perceived by passengers, through independent outside organizations. It evaluates the
results and their evolution and acts to improve the quality of the services rendered.
The periodicity with which these assessments are made varies depending on the
characteristics of the airports: at least, they are carried out on a yearly basis, and at the
major airports they are undertaken quarterly.
Suggestions and complaints
Your complaints and suggestions help us improve the quality of our services.
In order to ensure that your complaint is effective, use the most appropriate channel for
each service:
A) SERVICES RENDERED AT THE AIRPORTS:
These are those that are described in this service offer. They are provided by Aena
personnel or by other companies and official or commercial organizations that operate
at the airport. To make complaints and suggestions about these services, use the
following channels:

Complaint forms available at Aena information points

"Passenger mailbox" at the following address: clientes@aena.es

Specific addresses established by individual airport

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B) SERVICES RENDERED BY HANDLING AGENTS
The handling agents are in charge of the check-in and luggage delivery services and the
boarding and disembarking operations.
To file complaints about these services passengers should go to the offices of the
handling agents at the airport and request the complaint forms.
C) SERVICES RENDERED BY AIRLINES
The airlines are in charge of booked transport services, emitting tickets, flight times,
delays, cancellations, etc.

For any of these services, you should make complaints directly to airlines with the
complaint forms that can be found at their information and ticket sales counters.

If for any reason you cannot obtain these complaint forms from the handling agents or
airlines, Aena offers the possibility of formulating complaints or suggestions on its own
complaint forms, which it will deliver to the companies in charge of their
administration.

You can also file a complaint or request information about airport services at the Head
Office of Civil Aviation-the authority on aeronautical matters in Spain-of the Ministry
of Public Works and Transport, at the following address:

Ministerio de Fomento
Agencia Estatal de Seguridad Area
Servicio de Inspeccin y Relaciones con Usuarios
(Ministry of Public Works and Transport
State Agency for Air Safety
lnspection and Customer Service)
Paseo de la Catellana, 67
28071 Madrid
Pasajeros.aereo@mfom.es
Fax: 915 978 3001 915 978 643
Within 20 workdays Aena, Spanish Airports, will inform you of the measures taken
regarding the complaints and suggestions received.

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Legal regulations
Royal decree 905/1991, June 14, wherein the statute of the public company Spanish
Airports and Air Navigation was approved. And its modifications: Royal decree
1993/1996, of September 6, and Royal decree
1711/1997, of November 14
Royal decree 1161/1999, of July 2, wherein the rendering of airport handling services
is regulated
EC regulation number 261/2004, which establishes the common standards on
compensation and assistance for air passengers in case they are denied boarding or their
flights are cancelled or significantly delayed
Royal decree 951/2005, of July 29, which establishes the general framework for the
improvement of quality in the in the State Administration
EC regulation number 1107/2006 on the rights in air transport of persons with
disabilities or reduced mobility
How to help us improve our services:

With your complaints and suggestions

Through the periodic surveys of perceived quality

Passenger mailbox: clients@aena.es

Fax: 91 321 13 13

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