Alternative Dispute Resolution – Spain

This procedure is limited to:

  • Flights departing from Spain;
  • Flights arriving at Spanish airports from a country that is not a European Union member in which passengers do not enjoy benefits or compensation and assistance, when the operating airline is a European Union company.

This page is available in Spanish, here.


Please be advised that under the terms of Ministerial Order TMA/201/2022 of March 14, which regulates the alternative dispute resolution procedure for air transport users on the rights recognized in the European Union regarding compensation and assistance in the event of denied boarding, cancelation, or long delay, as well as regarding the rights of disabled persons or persons with reduced mobility, the passenger has a procedure to file a complaint with the Spanish State Aviation Safety Agency (AESA). For this purpose, you must:

  • Have previously filed a complaint with SATA Azores Airlines within 5 years from the date of the incident.
  • Have granted SATA Azores Airlines a maximum period of one month to resolve the complaint.      

When the resolution of the previous complaint is not totally satisfactory for the passenger or if it has not been answered within a maximum period of one month from the date of presentation, the passenger may appeal to EASA ( for the alternative resolution of those disputes in which the European Union Regulations on the protection of personal data are applicable to air transport users (Reg. (CE) 261/2004 and Reg. (CE) 1107/2006), expressly excluding from this procedure claims regarding baggage, damages, and clauses of the transport contract.      
The resolution of the dispute by EASA is binding on the airline.

To get the EASA form, click here. This form should be sent to the e-mail address