| Who do I call if my MAD flight is cancelled? | Call the airline operating your flight. |
| Does MAD have a flight cancellation phone number? | +34 913 211 000. |
| Can Aena rebook my cancelled flight? | No. Rebooking is normally handled by the airline. |
| Can Aena issue my ticket refund? | No. Contact the airline or ticket seller responsible for your booking. |
| Where should I go at the airport after cancellation? | Go to your airline’s information, ticketing or check-in/customer-service desk in the relevant terminal. |
| What if I cannot find my airline desk? | Contact Aena Information at +34 913 211 000 or use an airport information point. |
| What if my flight is delayed several hours? | Contact the airline and ask about assistance, rebooking and your passenger rights. |
| Can I claim compensation for cancellation? | Potentially. Eligibility depends on the reason for cancellation and applicable passenger-rights rules. |
| What happens if the cancellation is caused by extraordinary circumstances? | Airline compensation obligations can be limited or excluded in certain extraordinary circumstances, such as severe weather or security risks. |
| Who handles a complaint about the airline? | Submit the complaint to the airline first. If unresolved, further complaint procedures may be available through Spain’s aviation authority (AESA). |
| Who handles complaints about airport facilities? | Aena handles complaints concerning its airport facilities and services. |
| Is there a general MAD airport information number? | Yes: +34 913 211 000. |
| Does Aena have an email specifically for flight cancellations? | No dedicated cancellation email is identified by Aena; passengers are directed to the airline for cancelled/delayed flights. |
| What information should I keep for a claim? | Keep your booking reference, flight number, date, boarding pass, cancellation/delay notification and receipts for relevant expenses. Aena recommends including booking information and supporting documentation when making an airline claim. |
