Claims against Vueling must be made directly to the company or through AESA to speed up the process

To this end, AESA would remind passengers that any consumer organisation/agency/association can advise those people affected, but cannot mediate, and hence in order to speed up the process, those affected are recommended make any claim to the company or to AESA, which will incur no costs.

How to make a claim

The webpage of AESA contains detailed information on passenger's rights and as to what can be claimed in each situation (delay, cancellation, boarding denied), as well as on the option to present a claim.

Claims can be made on the complaint forms that airlines are obliged to make available at information counters, points of sale of tickets and on the webpage, or using the form available on AESA's webpage which should then be sent to the airline's customer attention department.

Passengers should retain their ticket, luggage receipt and any other document used, regardless of its format. Furthermore, claims should be clear, concise and legible, and it is important to accurately state the date, time, place and grounds of the claim, as well as the personal details of the claimant and their flight.

Competence of AESA

In the event that the passenger does not receive a response from the airline, or should this not be satisfactory, they may then proceed to make a claim to AESA, which is free of charge. To do this, it is necessary to fill in the form on the webpage of AESA to make such a claim, attach a legible copy of the communications held with the airline in this regard, as well as a copy of the plane ticket and any other related documentation.

AESA will request information from the company on the events, gather any additional information and examine whether or not it has complied with the provisions of the European Regulation on Passenger Rights.

After this has been reviewed, AESA will notify both the claimant and the airline of the actions carried out in relation to the claim and will issue a report containing the results of its actions.

In the event that the report from AESA is favourable to the passenger but the airline does not attend to the claim, the passenger may resort to judicial recourse, to which end the favourable report from AESA will be highly useful. Passengers are also reminded that they may resort to judicial recourse to request damages and losses at any time during the process.