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Enquiries, complaints, or suggestions involving ENAIRE

Procedure for submitting enquiries, complaints or suggestions.
Additional information Enquiry, complaints and suggestions procedure.
Forms for paper filing

Purpose

This procedure can be used to submit queries, complaints or suggestions pertaining to the services provided by ENAIRE.

ENAIRE has set itself the goal of constantly improving the quality of the services it offers to its customers. Your input is vital to improving the quality of our services. 

At the following link, you can see the ENAIRE Services Charter, which includes detailed information on the services provided by ENAIRE and the leading quality commitments and indicators related to these services.

Please note

If you wish to file a claim , you must do so using the Claims procedure for financial liability.

If the claim is related to invoices for air navigation charges (route and approach charges), you must submit it directly to Eurocontrol via the following link www.eurocontrol.int/crco.

If you are an aviation sector customer (airlines, airport operators, pilots and industry organisations), you can use the following email address: clientes@enaire.es.

Supervisory body

Clients and Corporate Social Responsibility Division

Postal mail: Parque Empresarial Las Mercedes
Avenida de Aragón S/N, Bloque 330, Portal 2, 28022, Madrid.
Entrance through Calle Campezo, 1, 28022, Madrid.

Data protection

Data controller: ENAIRE |Purpose: To process and manage the enquiry, complaint or suggestion submitted. |Basis: The data processing is based on Article 6.1 of the GDPR: norms regulating administrative procedure (Law 39/2015 of 1 October, governing Common Administrative Procedures for Government Agencies) and, when applicable, environmental laws. |Recipients: Data will not be transferred to third parties, except when legally mandated. |Rights: To access, rectify and delete data, as well as other rights, before the ENAIRE Central Data Protection Unit (UCPD), Avda. de Aragon 330 Edificio B - 28022 MADRID (Madrid) or via the ENAIRE e-Office (enaire.sede.gob.es). |Additional information: For more information, please see the following link Annex I - Additional Information - Data Protection.

Ways to file the request

Paper processing. You can use the following form and deliver it to a registration office.                 Electronic processing. Click on the following link

Access the Procedure