The pandemic totally paralyzed national tourism, causing the cancellation of thousands of flights in our country. Initially, the government approved that airlines and travel agencies issue a voucher for the amount of canceled trips to compensate consumers. A measure that brought down Brussels, as it was contrary to European regulations. Travelers were entitled to reimbursement for travel money, and companies could only issue vouchers if customers voluntarily accepted them. A theory that was not put into practice, since according to the European Court of Auditors, many companies forced consumers to accept bonds.
In Spain, this practice has also been carried out, although companies have also returned the amounts of travel to customers. In addition, the vouchers that travelers could accept expired on June 21, so if they have not used them they can claim a monetary refund of the tickets. According to the management of Acave travel agencies in Spain there are still 150 million euros to be returned by the airlines.
The reimbursement of the tickets for some Spaniards has been, and for others it is being, a difficult odyssey to complete. Some airlines are putting obstacles, while many travel agencies are having liquidity problems to pay. Even so, European regulations protect consumers, who should receive the money between seven and fourteen days after their claim.
From the State Agency for Aviation Safety (Aesa) consumers are recommended to follow some steps to get the money back. First of all, before filing a complaint with Aesa, a claim must have been filed with the airline responsible for the trip. If after some time the client understands that their rights have not been covered, they can put their case in the hands of Aesa. The agency informs that the claim to the airline can be made either through the claim sheets that it must have at the information desks or ticket sales points of the airports or at this
This claim should be addressed directly to the customer service department, either by letter or by electronic means if it is required.
company has them. Aesa points out that the ticket, baggage check and other documents used must be kept. In addition, the claim must be clear, concise and legible, emphasizing that it is important to accurately record the date, time, place and causes of the claim, as well as the personal data of the claimant and their flight.
Once the customer receives the response to the claim submitted to the airline, they may file a claim with Aesa if the response of the company does not satisfy them. In the event that you do not receive a response from the company, you must wait a month to file a claim with Aesa. In addition, you will have to keep a copy of the claim filed with the airline as well as the response and conversations you had with the company in order to process the claim at Aesa.
If the conditions for filing a claim with Aesa are met, it can be made free of charge. There are two ways to present the claim, accepting only one of the two.
On the one hand
can be done online, by filling in the form found at the Aesa Headquarters. It will be necessary that you have the documents that will be indicated when accessing the online presentation in digital format to be able to attach them and the files may not ‘weigh’ more than 2 megabytes and the sum of all more than 6
It can also be claimed by registration, sending it to the following address: State Air Safety Agency. Quality and User Protection Division. Paseo de la Castellana 112, 28046, Madrid, the following documentation:
the form to claim before AESA, a copy of the identity document, a legible copy of the communications you have had with the airline in this regard, a copy of your plane ticket and other documentation of interest, such as a copy of the invoices for food and beverages consumed on the spot where the incident took place or the copy of the hotel invoice, in case it was necessary to spend one or more nights, or in which an additional stay to that foreseen by the passenger was necessary.
When Aesa analyzes the case, it will send the applicant and the airlines, within a period of 90 days (or 120 days in certain cases) from the receipt of their claim, a report on the same, highlighting what the consumer’s rights are and, in where appropriate, the necessary instruments for their return.
If the airline does not continue without solving the problem, the customer may request that Aesa make a request for payment to the company. However, if the airline still does not comply with the resolution, the only option would be to go to court, where, according to Aesa, its report of the events will be useful to the traveler to assert their rights and request compensation for damages. and damages, if you deem it convenient.