Aena Reviews 

Terrible VIP service. Had to wait in line and because of a delayed check-in had almost no time to make juse of any of the facilities.

Dear Aena Salas VIP,

Your lack of communication has put us in a very difficult situation.

This is absolutely unprofessional.

In your first response to our email confirming that payment had been made, you mentioned you were checking availability and that someone would get back to us shortly.

In the end, we received no update. We had to follow up multiple times with no response. Later on, you claimed the service was not confirmed because payment was missing — even though you previously acknowledged receiving the proof of payment and said you were checking availability.

This is not acceptable at all.

Worst airport in the world when it comes to time to receive your checked in luggage. Average one hour. Terrible! This is nlt the first time, every single time ever since covid the staff of Madrid Adolfo-Barajas are uncable to serve their customers and the customer support staff is generally rude. Gives Madrid and Spain a very bad first impression, whether you are a business traveler or tourist…

Malaga long stay (LargaEstancia) booked on app gave Reg no.
Drive to car park machine reads number plate with error
Unable to leave car park for 30 minutes while I explain to about 10 different staff over an intercom to let me out
Total nightmare

Fast lane should be called slow lane. Guy at Madrid Barajas, useless and rude.

I have booked a few times on the website of AENA without problem. Recently they got a serious issue with the site. Last week I booked a Monday to Friday stay at the Santiago airport. When I entered on Monday they did not sent a message about the entry. I had to cancel my flight and exited two hours after the entry. Instead of showing free of charge it charged the parking. It was weird, started to check, there was no any confirmation of the original booking. It looked that I did not book just thought I did. The same day I booked a new flight and made a booking for parking at Aena. I got to the end of the booking and got a screen message that the purchase was successful and they wished nice travel. Entered the parking at Santiago and left the car there. Friday when I returned and wanted to exit instead of the feee message an 88EUR charge came on the screen (instead of the 37.5EUR booking). I checked my Aena account, there was no booking. I checked my credit card, there was no charge. The Aena website is a digital scrap. Later I remembered that the Aena office at the departure level had dozens of of upset people when I left on Monday. I went there to complaint on Friday, it was not staffed anymore. When you book with them, make screen shot on every step to prove that you booked.

Don’t Bother with this app/ company / Service
Sell Lounge Access then say they cannot guarantee a space ? So basically selling and cannot deliver
Anywhere else they would be charged with fraud. Impossible to get any where with app
Would give 0 if site would allow

Worse airport I have ever been through. I had a welded braclet on my wrist I was told to take off I tried explaining and showing that I couldn’t. There was no one that spoke English to help would not help me at all just kept shouting at me in Spanish and kept pushing me through the scanners. Once they sore I could not take it off a man hit my wrist and pushed me away and said I’m not welcome at this airport again.

This was the worst experience as 25 year old girl I have ever had. Other people that witnessed this come over and asked if I was okay and that this is wrong people like this should not have authority. They would course upwar if they came to uk and this happend to them.

Arriving to MALAGA general aviation terminal with privat small plane 3 person on board. Handling is supportive but price you pay to AENA for going via GA TERMINAL 480EUR scanner Dep/Arival 240 EUR mandatory VIP servis ( for what ?) plus landing and handling fee. Absolutely senceless , overpriced , monopoly behavior. Hate this “hungry” company killing general aviation pilots flying just for fun.

Worst experience ever. After traveling around the world for decades, I can tell this airport is trash. The groundforce should be sent home. Terrible service, slow and inefficient

We attempted yesterday to access assistance services at Tenerife Sur airport. My friend has mobility problems. Staff were rude, in considerate, unprofessional and uncaring. The organisation of the service was shambolic, and had I not made myself impossible to ignore we would have missed the flight. I can see that people have been complaining for years about this state owned company, and nothing changes. If anyone has found any way of getting seriously up their corporate nose, please let me know.

Public company that runs all that's related to airport operations in Spain.
Absolutely horrible operations in Seville airport. To access the rental return for example is very tricky and there are no clear signs until you get next to the entrance to public parking, where there is a sign on the right. We accidentally entered the public parking with the rental car and had to pay to get out and after circling the airport 2 times we finally found out how to enter the rental car return. Aena knows this and there little scheme works perfectly for renters that do what we did. More money for them with the parking fees.
Also picking up a rental is tricky also because even though you have paid and try to exit the rental area, it's up to the Aena tricksters to let you out or not. We tried to exit twice with a Hertz rental and Hertz just blamed Aena, and Aena blamed Hertz. Total nightmare.

Malaga Airport AGP >> these is *NO* FAST-SECUTITY-CHECK-LANE. >> On 31.12.2024, I booked online the "FAST SECURITY CHECK LANE" for the boarding tickets. However, upon arrival at Malaga Airport, I was informed that such a lane does not exist. The boarding tickets issued by Aena were not accepted.
**
Details:
Flight OS.386 from Malaga to Vienna
Date: 02. Jan.2025
Number of boarding tickets: 3
The amount of Euro 31,20 has immedialtely withdrawn from my account. I request to refund for this amount of Euro 31,20 to my account.

At alicante airport, I was due to board a ryanir flight. I had a checked luggage in the hold and I had a backpack as my underseat luggage. In the duty-free area, I bought some items and I used my own re-suable canvas shopping bag to carry the duty-free items. I checked this was okay with the staff working in duty-free and they confirmed it was. When I attempted to board the flight, the two members of staff checking boarding passes and passports, first scanned my boarding pass but then said that I couldn't board with two bags. I explained that it was duty-free shopping but the members of staff were extremely aggressive and unprofessional and said that I needed to wait by the side. I did as requested and after sometime they signalled me to go through which I did. As I passed by, I asked for the name of the staff member. Then both members of staff there become even more irate and denied me to board. Even through I had been allowed to board, they then denied me boarding because I asked for the staff member's name. They were really nasty, being sarcastic, using racist terms towards me and mocking me that I couldn't board the flight. I again calmly explained that the items in the canvas bag were from duty free and I explained that I had the duty-free receipts at hand to prove it. They both refused to acknowledge the receipts and told me to fit it all in my backpack. They again mocked me saying that they had the power to deny my boarding and that I would lose my checked-in luggage. One of the staff members continued to mock me by imitating zipping my mouth and using racist slurs towards me. I asked what I could do and they said I had to pay a penalty which I did under threat of being detained by security. After paying the penalty, I was then threatened with detainment twice more and taunted by both staff members that I was too late for boarding before I was finally allowed to board. The whole experience has left me extremely anxious to fly ever again, the airport staff were horrific and constantly threatening to have me detained and denied boarding without reason.

Excellent. Got the App.. paid using the License Plate method and the experience was seamless!
No waiting.. just straight in and out.. no hassles!

We pay to get into a endless shopping, with overpriced water, just to access our flight.
We have to take the liquids out, just to buy water 1 minute later.
Internet costs, And we must be 2 hours before.
This is insane

My laptop was taken and left by mistake from an Aena security officer at the random swipe tests

2.5 hours standing in the Madrid airport incoming non-EU passport control line on Sept. 18, 2024. Only 2-4 of 18 available passport control stations open during that 2.5 hours. Have had a lovely time in Madrid viewing art and supporting local businesses, but won't be back due to that airport experience. Am dreading return to Madrid airport for international flight home.

Where's my money??

So I bought on my phone tickets for fast track from Malaga airport, through Aena Sala VIP, one week before my departure. The confirmation email didn't arrive. I contacted help desk who told me there was probably an IT issue and I should try again. I immediately contacted my bank to ask them to cancel the transaction and then made a new payment. Again, no confirmation email and no fast track ticket. I notify Aena Sala and they tell me they are looking into it. I travel without being able to use fast track.
Meanwhile, the bank is unable to cancel the first transaction as it already processed.
After chasing Aena again, I get a reply 2 weeks later from Aena saying my fast tickets are now available. Would I like to extend them for 6 months, or my money back?
Ooh, can i have my money back please, I write, thinking thank goodness this is settled.
A month passes. No answer and I chase.
Another month passes, still no answer and I chase. No answer. I ask to make a formal complaint. No answer. I write on their facebook page. They reply, saying it's my fault because I didn't reply, and any way I should email a different department at a different email (news to me). I have now emailed new department and wait to hear.

Moral of the story. Don't use their services.

My arrival today was not within my expectation,

The woman who welcomed us was not professional, once we met, she said I’m not responsible for the luggage, imagine after a long flight, so I just asked where are the trollies, she told me again “it was cleared in the email that we will not help you with the baggage” so I said I didn’t ask you for help, I just asked for the trollies, so she said I think my job is finished now, so I said “ is your job just to tell us where the luggage is coming from?” So she said my job is finished. Basically I think it’s a scam and waste of money with this service