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You can exchange the VOUCHER by contacting our customer service and providing the following details:

  • Locator
  • Voucher No.
  • Holder
  • Amount

We also offer the option to redeem them online at www.aireuropa.com

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Due to Covid-19, you can check the forms needed to travel depending on your route, as well as the rules and recommendations for passengers, here.

All passengers travelling to Spain from abroad are each required to fill in the Ministry of Health form prior to their arrival: FORM

If you prefer, or if you have any problems, you can download, print out and fill in this form: Español, English, Deutsch, Français.

  • The paper form is valid until 31 July 20. Starting in August, you will be required to have it in QR format on your mobile.
  • Each passenger must also show their national ID card or passport, as appropriate, depending on the route. 
  • Visit the following section for more information: Documentation

*Given the rapidly evolving international response to the COVID-19 outbreak, Air Europa cannot guarantee the accuracy and relevance of the information published on this page. We recommend that you check the information on the websites of official bodies before travelling.

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  • You can use your VOUCHER for future purchases of flights operated by Air Europa and at any fare. The deadline for redeeming your VOUCHER is one year from its issue date to fly within 12 months of the new booking.
  • The VOUCHER may be used by its holder or, with the holder's express authorisation, it may be redeemed to pay for the tickets of companions or other passengers.
  • You can exchange the VOUCHER by contacting our customer service and providing the following details:
    • Locator
    • Voucher No.
    • Holder
    • Amount
    • Or through our website during the purchase process.

Bookings with a resident discount must be made at one of our offices or by contacting our Call Centre (not valid via the website).

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The possibility and cost of changing the route or date of a flight depend on the flight change terms and conditions of the fare selected at the time of purchase. You can check them in  FARE TERMS AND CONDITIONS

You can change the date and time of your flight via MANAGE YOUR BOOKING.

You cannot make the change online if:

  • You have already made changes to your flight before.
  • If the flight has already been checked in.
  • If the reservation has been paid with "Air Europa SUMA" Miles.
  • If the reservation is "Multicity" (with three or more flight segments with different origin/destination).

To book, please contact us through our Customer Service, Facebook or Twitter. Alternatively, please contact your travel agent.

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When you have a VOUCHER, if you do not use it or have an unspent amount, you can request a refund 12 months after it is issued.

The deadline for requesting a refund will be 2 calendar months from the date of it expires. You can request it by contacting our Call Centre

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The information available on our website applies to passengers who are Spanish citizens. For all other nationalities, please contact your consulate.

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At Air Europa, one of our fundamental values is safety, and we want to share with you what we are doing to keep our passengers safe, comfortable and healthy when they choose to fly with us. We'll explain what we are doing to guarantee your safety:

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Due to Covid-19, additional documentation may be required to travel. You can check it at: COVID-19 INFORMATION 

  • The documents needed to fly vary depending on your origin, destination, nationality, and dates. It is also important to check that you meet the medical requirements to enter the country of destination.
  • As a general rule, for domestic flights or flights within the European Union, a valid ID card or passport is sufficient. You will need a passport for overseas flights. 
  • Visit the following section for more information: Documents
  • For special documents, such as visas, you will need to contact the embassy of the country of destination in your country for more details.
  • Each passenger must carry the correct and necessary travel documents, in compliance with the applicable Laws, Regulations and Orders of any State or Country to, from or through which they are flying, and are solely responsible for the requirements of each country in every case.
  • This documentation may be requested by the company at the check-in desks and boarding gates of any airports through which the passenger passes.
  • During the document checking process, Air Europa may refuse boarding to any passenger whose documents are found to be invalid or expired, or if the identity on the document does not match that of the passenger.
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We're here to help you!

Contact us through:

Office hours: 07:00 to 24:00 (Monday to Friday) and 09:00 to 17:00 (Saturday, Sunday, and public and bank holidays). Service available in the following languages: ES - CA - EN - FR - IT - PT.

You can also visit our social media accounts:

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CUSTOMER SERVICES

SOCIAL MEDIA

  • Facebook.
  • Twitter.
  • Office hours: 07:00 to 24:00 (Monday to Friday) and 09:00 to 22:00 (Saturday, Sunday, and public and bank holidays). Service available in the following languages: ES - CA - EN - FR - IT - PT.

OFFICES

For office locations and contact information, please click on the following link: contact and office locations.

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To issue a flight certificate, the passenger must provide the following details: Full name, copy of national ID document (photographed or scanned) or other identification document, flight number, date and journey, as well as the ticket number, if available.

You can email this information to justificantesvuelo@air-europa.com or fax it to 00 34 971 178 249, specifying that it is a certificate request.

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You can request a delayed or cancelled flight certificate via the following form.

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Passenger rights in the European Union are regulated by European Regulation (EC) 261/2004. You can find a summary of your rights here.

If your flight departs from a non-EU airport, the applicable regulation may not be this regulation if the country from which your flight departs has its own regulation.

If you wish to contact us, you can do so through our form.

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You can send a written communication to the following address: Delegado de Protección de Datos, Polígono Son Noguera, Ctra Arenal-Llucmajor, KM 21,5 C.P. 07620 Llucmajor, Islas Baleares, Spain; or to the e-mail address delegadopd@globalia.com , including in both cases a photocopy of your ID card or other similar identification document, to request the exercise of the following rights:

- Right to request access to personal data: you may ask AIR EUROPA if this company is processing your data.

- Right to request its rectification or deletion.

- Right to oppose to the processing: AIR EUROPA will stop processing the data in the way you indicate, unless for the exercise or defense of possible claims they have to continue to be processed.

- Right to data portability: in case you want your data to be processed by another entity, AIR EUROPA will facilitate the portability of your data to the new controller.

- Right to request the limitation of their processing, in which case they will only be kept by AIR EUROPA for the defense of possible claims.

- Possibility of withdrawing consent: in the event that consent has been given for a specific purpose, you have the right to withdraw consent at any time, without affecting the lawfulness of the processing based on the consent prior to its withdrawal.

In any case, we provide you with a form that will allow you to exercise the aforementioned rights in an easier and faster way by sending it to the contact address of the Data Protection Delegate.

 

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The air transport contract between Air Europa and the passenger is governed by the General Transport Terms and Conditions, the conditions of the Ticket and the conditions of the fare purchased.

You can consult the General Terms and Conditions:

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You can send us your comments via the following form.

Click here if your claim is related to baggage. Alternatively, see “How do I claim damaged, delayed or lost baggage?” in our help section.

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We currently have a response time of no more than 28 days, however, sometimes the complexity of a claim can make our response time longer. 

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In accordance with (EU) Regulation No. 524/2013 of the European Parliament and of the Council of 21 May 2013 on the online dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC, we hereby inform you of the existence of a European platform for resolving online disputes that facilitates the out-of-court resolution of these disputes for contracts also concluded online between EU resident passengers and the airline in an independent, impartial, transparent, efficient and fair manner.

The platform is an interactive and multi-lingual website http://ec.europa.eu/odr, which will provide, free of charge, a single access point for EU resident passengers and the airline for the out-of-court resolution of contractual disputes arising from online air transport contracts.

Air Europa does not participate in this programme at this time and is not subscribed to an Alternative Consumer Dispute Resolution entity unless it is required by the current regulations of an EU Member State.

Similarly, customers are informed that they can address their claim to the company through this form or at the email address: relacionesconclientes@air-europa.com

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Yes, provided that you are the legal representative of that person, you must provide us with a power of attorney.

If you wish to make a claim on behalf of a minor, you must be the parent or legal guardian, for which we will need proof kinship/guardian.

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If your flight has been delayed or cancelled, and as a result, you have incurred additional expenses, you may be entitled to a refund.

Please contact us through this form and our Customer Service Department will manage your request as soon as possible.

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We advise you to keep a copy of your booking and boarding passes, as well as all supporting documents (receipts, invoices, etc.) that may be useful for handling the claim.

If your claim is related to baggage, you can refer to the question “How do I claim damage, delay or loss of my baggage?” in our help section or visit the following link: Baggage Incidents

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In accordance with the Montreal Convention, you have 2 years to make your claim from the date of the flight.

If your claim relates to a checked baggage incident, the deadlines may be different. You can check the deadline here

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If you wish to add extra luggage, you can do so in advance here or by calling Customer Service.

  • You can also make the purchase at the airport. 
  • Excess weight (23 kg to 32 kg) can only be purchased by calling Customer Service or at the airport.
  • Available up to 2 hours before the flight. Save from €15 per suitcase. Prices per trip (non-refundable). 
  • This service is only available on flights operated by Air Europa. Please check your booking to see if the flight is operated by an affiliated company.
  • See the terms and conditions and price for your selected route here
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You can request to take a suitcase or item of luggage that exceeds 158 cm (overall dimensions) by sending an email indicating the dimensions and weight to ssr.ux@air-europa.com.

There is an additional fee of 150 EUR/GBP/USD/CHF per bag.

If it is not possible to transport your item of luggage as an oversized bag, you can request to transport it as cargo through AirEuropa Cargo.

*Requirement subject to space availability.

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  • Appliances cannot be checked
    They will only be permitted in your hand luggage if allowed by their size and weight.
  • Appliances refer to
    Desktop computers (including iMac), monitors, TVs, microwaves, immersion heaters (boiler/heaters), refrigerators, game consoles (e.g., PlayStation, Xbox, Wii, etc.), etc.
  • Portable electronic devices can be transported
    Laptops, tablets, e-books, portable game consoles, etc.  
  • These can be transported by purchasing an additional seat in the cabin (the fee is the same as the ticket price, except for airport charges), provided that they comply with the maximum cabin baggage size and weight limits. If these limits are exceeded, the items must be transported as air cargo. See our section on transporting special baggage in the cabin for more information.

To purchase an additional seat, please contact us through our Customer Service, Facebook or Twitter.

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It is not possible to purchase additional hand luggage.

However, you can consider the option of purchasing additional checked bags on our website or by contacting us through our Customer Service, Facebook or Twitter

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In addition to hand luggage, two ensaimadas (packaged together) can be taken per passenger.

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Certain items, such as walking sticks and beach umbrellas, can be transported in reasonable quantities on certain flights at no additional cost. These items must not exceed 120 cm in length. 

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  • Each passenger can carry their medication in the cabin, provided that they comply with the applicable operational security rules, airport security and dangerous goods regulations.
  • Syringes and any other injection instruments are not on the list of prohibited items in the cabin. They will therefore be accepted in the cabin and in the hold. However, in order to be able to insert hypodermic needles in the cabin, a medical certificate must be presented at the time of check-in.
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A foldable umbrella or camera can be taken as an accessory in addition to your hand luggage.

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In addition to your hand luggage, you can take one of the following items on your flight:

  • a handbag,
  • a laptop,
  • a tablet.

This additional item must fit under the seat in front of you and not exceed the following dimensions:  20 cm (high) x 35 cm (wide) x 30 cm (long).

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Any device that transmits or receives communications must remain in "Flight Mode". If your device does not have "Flight Mode", it must be turned off for the duration of the flight.

Check the different electrical appliances that can be used during the flight and their conditions here.

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Get up to 50% off by purchasing your extra luggage on our website, by contacting us through our Customer Service, Facebook or Twitter

PURCHASING ADDITIONAL BAGGAGE

Please click on the following link to see all our rates: ADDITIONAL BAGGAGE PRICE

If you wish to increase your maximum baggage weight allowance to 32 kg, please contact us through the aforementioned channels. This option cannot be purchased through our website. 

No item can weigh more than 32 kg.

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If your ticket includes a flight operated by another airline, additional baggage can only be purchased in the airport at the check-in desks of the airline operating the first flight.

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Air Europa allows passengers to take food to eat during the flight in accordance with the fluid restriction safety regulations.

It should be noted that the destination country may prohibit the introduction of certain types of food into its territory. We recommend contacting the competent authorities of the country to find out the limitations related to the transportation of perishable food. Any type of food that is carried in checked baggage must be properly packed to prevent accidents (they will travel under the passenger's responsibility).

There are strict procedures for the import of certain animal products (meat, milk and products based on them) in the European Union and other countries, as they can carry pathogens responsible for contagious diseases.

We strongly recommend that you contact customs or the competent authorities before travelling to ensure that this food is allowed to be introduced.

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You can view the baggage allowance for your booking by going to:

VIEW YOUR BAGGAGE ALLOWANCE 

Depending on your selected airfare and route, you can purchase additional baggage online or at the Air Europa office in the airport.

PURCHASING ADDITIONAL BAGGAGE

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OVERSIZED BAGGAGE IN THE CABIN

If you want to take an item of luggage that does not fit in the overhead compartments or under the seat in front of you due to its size or weight (e.g., musical instrument, television, iMac, etc.), it must be transported on an additional seat(s) and supervised by the passenger at all times. The price and conditions can be viewed here.

OVERSIZED BAGGAGE IN THE HOLD

Any item that exceeds 158 cm in total (height x width x length) can be transported in the aircraft hold. However, it must not exceed 32 kg in weight. Wheelchairs, musical instruments, and pets are exempt from this rule and can be transported in the hold. This service has a fee of €150. Items considered as household appliances (e.g., iMacs, televisions, monitors, desktop computers) cannot be transported in the hold.

To book this service, please contact us through our Customer Service, Facebook or Twitter.

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Paintings, works of art, sheets and frames can only be transported on an additional seat in the aeroplane's cabin, always under the personal custody of the passenger. The price and conditions can be viewed here.

To purchase an additional seat, please contact us through our Customer Service, Facebook or Twitter. You can also choose to contact a freight transportation company.

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Bicycles, surfboards, golf equipment, etc. Take your sports gear with Air Europa!

You can arrange to transport your bicycle online through Manage your booking. For all other sports gear, please contact us via Customer Service, Facebook or Twitter, specifying the dimensions and weight of the gear in question. 

Check the conditions for transporting sports gear here.

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The possibility of checking your luggage through to your final destination depends on the selected route and airlines operating the flights:

  • If your trip includes flights operated by Air Europa and another airline, you should contact us to see if your luggage can be checked through to your final destination.
  • If all your flights are operated by Air Europa (even if they are on different bookings or tickets), it is possible to send your luggage through to your final destination. However, you must contact us in advance.
  • If all your flights are operated by Air Europa and are on the same booking and ticket, your luggage will be sent directly to your final destination. Therefore, there is no need to contact us to request this service.

EXCEPTIONS

  • Destinations where passengers are required to check their luggage at the first point of entry to the country and pass through customs: Ezeiza, Guarulhos, Salvador de Bahía, Montevideo, Lima, Caracas, Cancun, Santiago de Chile, New York, Miami, and San Juan.
  • Luggage can only be checked through to your final destination for flights operated by the airline Amaszonas to Cochabamba or La Paz with a stopover in Viru Viru.
  • Luggage cannot be checked through to your final destination if you have to travel to a different airport for a connecting flight (Ezeiza-Aeroparque, Orly-Charles de Gaulle).
  • It is not possible to check-in through to the final destination if a train or bus ride is included in the booking.

To complete your request, you must contact us through our Customer Service, Facebook or Twitter within 48 hours prior to the flight departure time.

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Find out how to transport your musical instrument safely at this link.

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Only small amounts of liquid are permitted in hand baggage. These liquids must be transported in containers with a maximum capacity of 100 ml. Each passenger can take a maximum of 1 litre.

Get more details

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Passengers can transport a drone if they meet the security terms and conditions for transporting lithium batteries.

The drone can be transported in the cabin as hand baggage provided that it does not exceed the hand baggage dimension and weight limits. 

In addition, you must inform the airline of the drone model and its technical specifications by sending an email to the following address: ssr.ux@air-europa.com

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Batteries are used to supply electrical current to the electronic devices we use daily. They can be made of different materials and sizes, so their method of transport may vary. 

Check the conditions for transporting them

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Dangerous goods are items or substances that are capable of putting health, safety, property, or the environment at risk.

They exhibit the following properties:  explosives, flammable and non-flammable gases and toxic gases, flammable liquids and solids, oxidisers (oxidising agents), toxic and infectious substances, radioactive material, corrosive substances and other objects, including substances that are harmful to the environment, such as: lithium batteries, dry ice, magnetised material, combustion engines, genetically modified organisms, substances maintained at high temperatures, life-saving devices, consumer goods, chemistry sets, and first-aid kits.

These items or substances may NOT be transported in a passenger's luggage, unless otherwise indicated in the following link:

HOW TO TRANSPORT DANGEROUS GOODS

For more information, please send an email to: ssr.ux@air-europa.com

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Booking cancellations and/or refunds made through Air Europa's direct sales channels (www.aireuropa.com, customer service helpline, or sales offices) are subject to the cancellation and refund terms and conditions for your selected airfare. To book, please contact us through our Customer Service, Facebook or Twitter

If you booked through an agency (e.g., eDreams, Gotogate, etc.), you should contact their customer service department to process the cancellation and refund of your ticket.

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Once your seat has been assigned, you can request to change it via:

Online changes not available. Additional costs may apply.

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Travel in more comfort with your family and travel companions by reserving a window seat, aisle seat, or XL seat ahead of time.

Book a seat

* This service is only available on flights operated by Air Europa. Please check your booking to see if the flight is operated by a partner company.

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Seats in the emergency exit row have more space, as do XL seats, for greater comfort.

To reserve these seats, for security reasons, passengers must be able to understand the safety instructions (written and verbal, in Spanish or in English).

The passenger must be over 15 years old and have sufficient strength to operate the emergency exit door and be willing to help in the unlikely event of an emergency evacuation.

Passengers CANNOT reserve a seat in the emergency exit row in the following cases:

  • Passengers travelling with a companion who would be dependent on their help in an emergency
  • Passengers who, because of their physical size, age or sickness, have difficulty moving quickly
  • Passengers with a physical or mental impairment or disability
  • Pregnant women
  • Passengers travelling with animals in the cabin
  • Passengers requiring a seat belt extension to fasten their seat belt
  • Passengers under medication that affects their physical and/or mental abilities
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  • For greater comfort during the flight, each passenger can purchase up to 2 additional seats. 
  • The cost of each seat will be the ticket price for a normal passenger seat available at the time of purchase (not including airport taxes).
  • The resident discount will only apply if the use of these seats is strictly necessary (e.g., for larger people, people unable to bend their knees, passengers wearing a plaster cast, etc.).
  • Seats in emergency exit rows cannot be reserved.
  • To book, please contact us through our Customer Service, Facebook or Twitter
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The online check-in service is not available for unaccompanied minors. The boarding card must be obtained at the airport check-in desks.

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For bookings made directly through Air Europa in Spain (in euros), you can request your invoice here. You will receive it within a maximum of 24 hours after submitting your request.

If you made the payment outside Spain using a currency other than the euro, or you were unable to complete the request process, please contact us through our Customer Service, Facebook or Twitter

If you have made a change to your booking or you have purchased an additional service, you can also request an invoice through the aforementioned channels.

For bookings made through travel agencies (e.g., eDreams, Gotogate, etc.), you must request your invoice directly from the travel agency.

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If you have a problem paying for bookings or supplements via www.aireuropa.com, you can contact us by the following means:

  • Facebook. Office hours: 07:00 to 24:00 (Monday to Friday) and 09:00 to 17:00 (Saturday, Sunday, and public and bank holidays).
  • Twitter. Office hours: 07:00 to 24:00 (Monday to Friday) and 09:00 to 17:00 (Saturday, Sunday, and public and bank holidays).
  • 24-hour Helpline.
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If you wish to confirm or reconfirm your flights, you can contact us through one of the following means, by providing us with your reference number or ticket number: 

  • Facebook. Office hours: 07:00 to 24:00 (Monday to Friday) and 09:00 to 17:00 (Saturday, Sunday, and public and bank holidays).
  • Twitter. Office hours: 07:00 to 24:00 (Monday to Friday) and 09:00 to 17:00 (Saturday, Sunday, and public and bank holidays).
  • 24-hour Helpline.
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Tickets issued by Air Europa are non-transferable. Therefore, the name of a ticket holder cannot be changed. 

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You can take the return flight, even if you were unable to make the outbound flight. To do this, you must call our Customer Service team as soon as possible, or contact us through Facebook or Twitter to let us know you will be using the ticket. 

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If you do not receive the booking confirmation email or do not have the booking reference, please call our Customer Service Customer or send us a private message via Facebook or Twitter indicating your booking information (including passenger names and surnames, the email address used to book, and the selected route and dates). 

We recommend you also check your spam folder.

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  • Booking Reference: This is a combination of letters and numbers associated with your booking. The booking reference or booking code used by Air Europa contains 6 characters.
  • Ticket number: number consisting of 13 digits. It always starts with 996 followed by 10 digits.

Here are some examples of valid booking references and ticket numbers:

  • 69PFS7
  • Z9PFS7
  • 9960003469672
  • 9961234567890
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If you have made a spelling mistake when entering the name or surname(s) of a passenger, we strongly recommend that you contact us to correct the error through one of the following channels:

  • Facebook. Office hours: 07:00 to 24:00 (Monday to Friday) and 09:00 to 17:00 (Saturday, Sunday, and public and bank holidays).
  • Twitter. Office hours: 07:00 to 24:00 (Monday to Friday) and 09:00 to 17:00 (Saturday, Sunday, and public and bank holidays).
  • SUMA telephone. Office hours: 09:00 to 21:00 (Monday to Friday) and 09:00 to 14:00 (Saturday).
  • 24-hour Helpline.

Telephone service costs apply.

As Air Europa tickets are non-transferable, full name changes are not permitted.

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You can add your booking by visiting the Add Booking section.

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You can review your booking information in the manage your booking section.

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AIR EUROPA CUSTOMERS

  • Free seat reservation, exclusive check-in counters, priority baggage claim, etc. These are some of multiple advantages of upgrading to business class!
  • The possibility of upgrading depends on the terms and conditions of the selected airfare.
  • To book, please contact us through our Customer Service, Facebook or Twitter

AIR EUROPA SUMA 

If you have purchased an economy class ticket, you can upgrade to Business for a very special price, from €250 per leg. Air Europa SUMA also gives you the option to upgrade by redeeming SUMA Miles by calling 911 360 200.

SUMA Platinum members can get exclusive upgrades to business class:

UPGRADE TO BUSINESS SHORT AND MEDIUM-HAUL FLIGHTS LONG-HAUL FLIGHTS
Subject to availability Yes Yes
Annual upgrades available Unlimited Two per card validity period
Must be requested No Yes, up to 24 h. before the flight by calling 911 360 200
Confirmation At the departure gate At the departure gate
Service priority By order of check-in By order of check-in
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Any additional services, such as seats or luggage, cannot be refunded once the purchase has been processed. 

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To check in and obtain your boarding card for an Air Europa flight operated by another airline, visit the website of the airline or go to its check-in desks at the airport.

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To check in and get your boarding card for flights operated by Air Europa, please visit our website (https://www.aireuropa.com) or go to the check-in counters at the airport.

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For security reasons, you need to obtain a boarding card for flights to/from USA and Marrakech at the airport check-in desk, where it will be printed free of charge.

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For passengers travelling in BUSINESS class or SkyTeam ELITE PLUS members, provided that they have indicated their SUMA card (Gold or Platinum) or any SkyTeam loyalty programme on their booking or during the check-in process. In these cases, the VIP logo will appear on your boarding pass.

If you have any questions, please contact us by the following means:

  • Facebook. Office hours: 07:00 to 24:00 (Monday to Friday) and 09:00 to 17:00 (Saturday, Sunday, and public and bank holidays).
  • Twitter. Office hours: 07:00 to 24:00 (Monday to Friday) and 09:00 to 17:00 (Saturday, Sunday, and public and bank holidays).
  • 24-hour Helpline.
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Boarding cards are available from 72 hours to 6 hours before the train departure time (Renfe and Deutsche Bahn). Customers are required to print their boarding cards during this time period. You can obtain your boarding card at the following link:

OBTAIN BOARDING CARD

If you are travelling on a Deutsche Bahn train, you can also obtain your boarding card at any Deutsche Bahn ticket office.

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Thank you for your interest in working with us!

You can view available job offers and submit your CV at:

AIR EUROPA EMPLOYMENT

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If you have a claim reference number, you can check the status of your claim by calling +34 911 360 708 or contacting us on social media (Facebook or Twitter).

The status of luggage-related claims can be viewed here

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IN THE AEROPLANE

  • Visit the Air Europa Baggage Service desk at the destination airport. Our staff will tell you if your property has been found.
  • You can also contact the airport by phone or email to find out whether your item has been found and how you can collect it.

 

IN THE AIRPORT

  • You should contact the lost property office at the airport.
  • The process for collecting your property may vary from one airport to another.

 

DOCUMENTATION

  • Any lost passports or IDs found by a member of Air Europa staff will be handed over to immigration services, local police, or the competent authorities at the destination airport. 
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Damages

  • You must go to the airline desk in the baggage claim area of the airport to report the incident and complete the Property Irregularity Report (PIR) before leaving the hall.
  • Please keep all the flight documentation and the damaged luggage until the claim has been resolved, as it may be required to process the incident.
  • Once the PIR has been created, you can request the repair or replacement of your luggage both inside and outside Spain. You have 7 calendar days from the creation of the PIR to contact the airline.  
  • Once you leave the baggage claim area, you will not be able to process the PIR and the airline will be exempt from any liability.
  • In Spain:

Our Direct Service will manage the replacement of your luggage for an item of similar features.

Outside Spain:

If you wish to request compensation for the repair or replacement of your damaged luggage:

  • Download the Claim Form and send it within 7 calendar days after the date of the incident.
  • We have affiliated stores in Montevideo and Brazil.

Delays

  • If you are not in your usual place of residence, you can purchase essential items from 24 hours after the incident. Please remember to keep all sales receipts.
  • Download the Claim Form and send it within 21 days after the baggage delivery date.

Lost for good

Download the Claim Form and send it within 21 calendar days after the date of the incident.

CONTACT

Telephone number

Office hours: Monday to Friday (business days) from 8 am to 10 pm (mainland Spain time).

Address to send the claim form:

Air Europa
Apartado de correos 430
07620 Mallorca-Baleares
(Spain)

VIEW STATUS

  • You can check the status of your luggage search here
  • For added security, we recommend saving a copy of any documentation you send.
  • Our liability is limited. If your luggage has been lost, we recommend contacting your insurance company.
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If your luggage has been located and subsequently withheld at customs for inspection, our airport baggage service staff will contact you to inform you if you need to collect it in person from the airport.

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You can view the status of your luggage search and modify related information online, especially if a certain detail (e.g., the shipping address or contact details) is incorrect or has changed, by clicking here.

If there is a delay in the delivery of your checked bags, please go to the Baggage Service desk before leaving the baggage claim area. Our staff will register your claim and complete a Property Irregularity Report (PIR) with a unique reference number. You will need this number to check the status of your luggage.

We will look for your luggage using the WorldTracer system and keep you informed of the process by email and text message. Once we have located your luggage, we will contact you for delivery.

If we have not contacted you to arrange the delivery of your luggage within 48 hours after the incident, we require more information about your luggage to perform a more detailed search. You can provide more information by clicking here or by completing and sending the baggage search form to the following address:

Air Europa
Apartado de correos 430
07620 Mallorca-Baleares
(Spain)

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If your trip includes a flight operated by another airline, the company that operates the last flight of the trip is responsible for managing the Property Irregularity Report (PIR). Therefore, you must contact this airline to process the incident.

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The Property Irregularity Report is essential for processing a claim. To complete a PIR, you must notify us of an incident before you leave the arrivals area of the airport.

 The PIR contains three letters corresponding to the airport code where the claim was presented, followed by UX and 5 numbers (e.g., PMIUX12345).

Once you leave the baggage claim area, you will not be able to process the PIR and the airline will be exempt from any liability.

Please note that a PIR completed at the airport is an incident report, and under no circumstances implies any admission of liability by the airline.

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We locate most luggage within the first 24 hours through the WorldTracer international baggage search system. This system is used in almost 2,000 airports and by some 360 airlines to locate luggage as quickly as possible.

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In accordance with Article 17.2 of the Montreal Convention, the carrier shall not be liable for damage caused to the extent that the damage is due to the nature, defect or vice of the baggage. In this sense, the normal use of baggage produces over time a wear that weakens the structure of the suitcases and, consequently, results in the aforementioned defects or vices, whose common result is the deterioration of the suitcases. Similarly, the misuse of suitcases, without respecting the manufacturer's specifications regarding weight and maximum capacity, also results in damage due to the nature and vice of the baggage, the responsibility of which must be fully assumed by the passenger. For these reasons, airlines, in accordance with the Montreal Convention, do not assume liability for minor damage and accessories that protrude from the baggage and that have been caused by the causes above.

All airlines have limited liability, so you may have greater coverage if you have a fully comprehensive, domestic, business or travel insurance policy.

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Air travel is not recommended for women beyond the 36th week of pregnancy (32 weeks for twin pregnancies without complications). However, pregnant women who need to fly after this time must consult their doctor, who will decide whether they are fit to fly.

In this case, the medical certificate must contain the following information:

  • Cleared to fly (for the outbound and return flight).
  • Number of days of the pregnancy (based on the date of issue of the certificate).
  • Estimated date of birth.
  • First birth or not.
  • Single/twin pregnancy.
  • Any complications of the pregnancy.

Any other cases and exceptions must be authorised by the Air Europa medical service.

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A medical certificate is not required to travel with a leg or arm plaster cast. However, please bear in mind the 48-hour period from the fitting of the cast and, also, the flight duration time.

FOR FLIGHTS UNDER 2 HOURS:

If the cast was fitted within the last 48 hours, it should be opened lengthwise down the middle. This cut can be made at the hospital or by the airport medical service. No medical certificate is required. However, the passenger must sign a disclaimer, which can be obtained at the check-in desks (except for flights to the USA), indicating the date that the cast was fitted.

If the passenger flies after the first 48 hours from the fitting of the plaster cast, it is NOT necessary to sign the disclaimer or provide a medical certificate.

FOR FLIGHTS OVER 2 HOURS:

Within the first 48 hours of the fitting of the cast, the passenger is required to have the plaster cast opened up halfway by means of a longitudinal cut. This can be done at the hospital or by the airport medical service. No medical certificate is required. However, the passenger must sign a disclaimer, which can be obtained at the check-in desks (except for flights to the USA), indicating the date that the cast was fitted.

If the passenger flies after the first 48 hours from the fitting of the plaster cast, it is NOT necessary to sign the disclaimer or provide a medical certificate.

Any passengers with a plaster cast that reaches their waist or covers the entire leg must purchase the required number of seats to keep their leg elevated throughout the flight.

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MEDICAL CERTIFICATE

  • During pregnancy, detailing the following information: fit to fly (for the round trip), the number of days of the pregnancy (based on the date of issue of the certificate), estimated date of birth, first birth or not, single/twin pregnancy, and any pregnancy complications.
  • Passengers with physical or mental disabilities (including passengers who travel on a stretcher, require oxygen therapy during the flight, or are accompanied by a service or support animal) who require special attention must present a medical certificate confirming they are fit to fly and sign a liability disclaimer before boarding.
  • Passengers with contagious diseases that may pose a direct threat to flight safety.
  • Passengers who need to use hypodermic needles for injections in the cabin must present a medical certificate at check-in.

To be considered valid, a medical certificate must be issued within 10 days prior to the scheduled flight departure date.

MEDICAL AUTHORISATION FORM

  • Passengers with a questionable physical condition for air travel due to illness, treatment, recent surgery, or any other situation that could affect the stable condition of the passenger during the flight.
  • Passengers whose medical condition requires the use of special services, such as a stretcher, oxygen therapy, or any other situation whereby the passenger requires medical assistance or transportation of special medical equipment.

You can download the medical authorisation form here.

For more information, please contact us at the following email address: ssr.ux@air-europa.com

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SERVICE ANIMALS

Service animals are trained animals that accompany passengers with special hearing or visual needs. Service animals can be identified by means of ID or other valid documents.

Guide animals can travel in the aircraft cabin provided that an up-to-date vaccination card is carried.

REQUEST AND BOOK

You can obtain more information or book the flight* by contacting us through our Customer Service, Facebook or Twitter

*Booking request only available on flights to/from the United States.

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To transport a stretcher on an Air Europa flight, the following requirements must be met:

  • The duration of the stopover at both the departure and arrival airport must be greater than 90 minutes, which is the required time to assemble and disassemble the stretcher. 
  • Nine seats must be reserved and purchased to assemble the stretcher. 
  • There must be maintenance technicians at the arrival and departure airports.
  • The passenger must be travelling with medical staff.

Passengers with physical or mental disabilities who require special attention will need to present a medical certificate confirming they are fit to fly and to sign a liability disclaimer before boarding.

For more information, please call our Customer Service on 971 92 78 64 or contact us through Facebook or Twitter

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  • Anyone able to act individually in the event of an emergency can travel without a companion. This means: unfastening your seat belt, leaving your seat and reaching the emergency exit without help. It also includes taking and putting on an oxygen mask and understanding the safety instructions and advice in the event of an emergency. 
  • If you require a companion, they must be over 12 years of age for domestic flights and over 15 years of age for international flights. The companion must be willing and able to understand the safety instructions and to physically assist the person with functional diversity in the event of an emergency.
  • Requests and authorisations for passengers with reduced mobility must be submitted to the Air Europa Special Requirements Department, providing as much information as possible, such as the type of reduced mobility, number of companions, etc. The service must be requested at least 48 hours before the flight departure time.
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ASSISTANCE SERVICE FOR PASSENGERS WITH REDUCED MOBILITY

  • Requests and authorisations for passengers with reduced mobility must be submitted to the Air Europa Special Requirements Department, providing as much information as possible, such as the type of reduced mobility, number of companions, etc. The service must be requested at least 48 hours before the flight departure time. If there are less than 48 hours before departure, we recommend contacting the airport directly to see if you can request this service.
  • Passengers can transport mobility devices for free in addition to their checked baggage: up to 2 wheelchairs, mobility device, walker, crutches, or other devices.
  • If you wish to request this service, please click here. Alternatively, you can call +34 971 92 78 64 or contact us through Facebook or Twitter
  • For further information, please click here.

GUIDANCE SERVICE

  • This is a free assistance service for passengers who require help to get around the airport.
  • Please request the service here or by contacting us through our Customer Service, Facebook or Twitter as far in advance as possible before the flight, indicating the type of special need (i.e., sensory, motor, auditory, or visual). 
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Travelling pets must be accompanied by their owners or authorised representatives at all times. You must arrive at the departure airport with sufficient time to carry out the necessary procedures. Pets may travel on board or in the aircraft hold depending on their species, breed, and weight.

RESERVATION

CONDITIONS 

  • For more information on transporting animals and restrictions, click here.
  • For more information about the recommendations and requirements of the Ministry of Agriculture, click here.
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Transporting certain brachycephalic breeds (short-muzzled or flat-faced) can pose a high risk of these animals suffering respiratory problems and overheating due to the stress of the flight.

THE FOLLOWING ANIMAL BREEDS AND CROSSBREEDS OF ANIMALS ARE CONSIDERED TO BE BRACHYCEPHALIC:

  • Dogs: Affenpinscher, American Bully, Boston Terrier, Boxer (all breeds), Bulldog (all breeds), Cane corso, Dogo (all breeds), Brussels Griffon, Lhasa Apso, Mastiff (all breeds), Pekinese, Pitbull, Shar-Pei, Shih Tzu, Cocker/Spaniel (all breeds), Staffordshire bull terrier.
  • Cats: Birman, Exotic Shorthair, Himalayan, Persian, British Shorthair.

Please note that:

  • Brachycephalic dogs and cats under 8 kg (including the carrier) will be accepted in the cabin.
  • Brachycephalic dogs and cats that exceed 8 kg (including the carrier) are not permitted to travel in the aircraft hold as pets.
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  • For the comfort of your baby, we offer a cot service for intercontinental flights operated by our A330 and Dreamliner aircraft, for babies that weigh 11 kg and under.
  • To request this service, you must contact us through our Customer Service, Facebook or Twitter.  
  • Cot dimensions: Height: 22.4 cm / Length: 75 cm / Width: 34 cm.  
  • Travel cot availability is limited.
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CHILDREN UNDER 2 YEARS OLD

  • Hand baggage: 1 piece of hand baggage (10 kg maximum) that does not exceed 115 cm in total (length x width x height). You can take baby food (e.g., baby food jars, milk, etc.) in your hand luggage for use during the flight.
  • Hold baggage: babies can only take 1 piece of baggage (10 kg maximum) in the hold, provided that an adult has purchased a fare that includes checked baggage. The overall dimensions of the suitcase must not exceed 158 cm (length x width x height).

In addition to your baggage allowance, you can also transport one of the following items:

  • A foldable pushchair when travelling with children up to 4 years old.
  • A baby carrier.
  • A baby car seat.

CHILDREN BETWEEN 2 AND 11 YEARS OLD

Children between 2 and 11 years old have the same baggage allowance as adult passengers. To see the baggage allowance for each passenger, please click here.

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Children aged 5 years old and above can fly alone. Air Europa offers companion services for children travelling alone.

TRAVEL CONDITIONS

  • Get the details here.

RESERVATION

  • The purchase must be made by calling our Customer Service or by contacting us through Facebook or Twitter.
  • Prices subject to possible tax surcharges in certain countries.
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Our tickets are electronic, so you do not need to print them. You must print the boarding card, either by checking in online or at the airport check-in desks.

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  • All passengers are required to wear a mask that covers the nose and mouth, as per Order TMA/384/2020, published in the BOE on 4 May.
  • Only surgical masks or those providing better protection* without exhalation valves are allowed.
  • Children under 6 years of age are exempt from wearing masks. 

The following are exempt from wearing a mask:

  • Exceptionally, passengers who, due to severe lung disease with a 55% predicted forced vital capacity (FVC) threshold and a DLCO threshold of 40% or with a GAP index greater than 5 or mental or physical disabilities that do not allow the proper use of a facial mask, must send an email prior to 48 hours before the flight departs, attaching a medical certificate (in any of the following languages: Spanish, English, French, German, Italian or Portuguese) that confirms this condition, and issued no earlier than 2 months before the date of the flight, to requerimientomedico@air-europa.com, with the following details: name, surname (s), contact phone number, locator, flight dates, origin and destination.

We have free masks on all our flights.

*Improved protection masks: P2, KN95, KN99 and KN100, DS Korea 1st Class, N95, R95, P95, N99, R99, P99, N100, R100 and P100, FFP2 and FFP3.

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  • Passengers are allowed to carry up to 2 litres of alcohol-based disinfectant, in containers not to exceed 0.5 litres, both in carry-on and checked baggage.
  • These containers must be properly closed.
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Do you have a fear of flying? 

If the answer is yes, we can help you. Since 2009, Air Europa has been offering its "Losing the Fear of Flying" course with a success rate of almost 98%.

The "Losing the Fear of Flying" courses are run by Alfonso de Bertodano, a pilot with more than 28 years of experience and a Captain of Boeing 787 aircraft with over 15,000 flight hours. He is a psychologist (Licence No.: M-26714) and a fear of flying specialist. His combined knowledge of both fields, aviation and psychology, is one of the reasons why these courses are so successful.

The content is based on the most effective therapy techniques to overcome phobias and basic aviation knowledge covering every aspect of flying, operating procedures, meteorology, maintenance, and security measures used today. 

You will also learn exercises to control and manage your anxiety and have the chance to put them into practice on two round trip flights.

You will implement these techniques during the flights under the supervision of psychologists and Bertodano himself, who will explain all phases of the flight and any circumstances that may arise.

The course lasts for two days and is held in Madrid, Barcelona, and Palma de Mallorca.

For more information on the courses and dates available, please click here

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To travel to the United States and Puerto Rico, your documents must be valid and you must have a return ticket, as well as the necessary funds to cover your expenses during your stay.

All passengers whose nationality does not require a visa and who are travelling for pleasure must apply for an ESTA. It will not be necessary to apply for an ESTA if you hold a visitor's visa or a valid residence permit. 

 The ESTA is an online authorisation that must be completed 72 hours before you board the plane. To do this, you must go to the website https://esta.cbp.dhs.gov/ and follow the steps carefully. The ESTA authorisation is valid for two years or until a passport has expired. You are advised to print the application and the approved document. 

If your ESTA application is denied, passengers should contact the consulate of the country of destination in their country to apply for a visa. 

For more information about documents, please contact the US Consulate.

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The rules regarding flying with expired travel documents vary according to nationality, place of origin and place of destination.

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In the event of theft or loss of documentation, a claim filed to the competent authorities shall not be accepted as valid proof of the passenger's identity. In these cases, you should go to the airport and notify the competent authorities and authorised Air Europa staff of your situation. 

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The boarding deadline for flights operated by Air Europa is 15 minutes before departure, unless otherwise stated. 

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If you are taking a domestic flight or flying to a European country in the Schengen Area, we recommend arriving at the airport at least 1 1/2 to 2 hours before the flight departure time. For European flights outside the Schengen Area and other international flights, we recommend arriving at least 2 1/2 to 3 1/2 hours before departure, respectively. 

CHECK-IN DESKS

Palma de Mallorca and Barcelona: check-in desks open 2 hours before the departure of the first flight of the day, and you can check your luggage at any time on the same day until your flight is closed.

Madrid: it depends on the terminal your flight leaves from.

  • Terminal 1 (International and Non-Schengen Area flights): check-in desks open at 5:30 am (local time in Spain), and you can check your luggage at any time on the same day until your flight is closed.
  • Terminal 2 (National flights and Schengen Area flights): check-in desks open at 4:00 am (local time in Spain), and you can check your luggage at any time on the same day until your flight is closed.

Check-in desks for your flight, unless otherwise specified, will close 60 minutes before departure time for intercontinental flights and 45 minutes for all national and European flights. Local regulations may set a different time limit for passengers with special needs. 

To find out if the country you are flying to is part of the Schengen Area, please click here.

BOARDING

The deadline for boarding flights operated by Air Europa is 15 minutes before departure, unless otherwise specified. 

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Palma de Mallorca and Barcelona: check-in desks open 2 hours before the departure of the first flight of the day, and you can check your luggage at any time on the same day until your flight is closed.

Madrid: it depends on the terminal your flight leaves from.

  • Terminal 1 (International and Non-Schengen Area flights): check-in desks open at 5:30 am (local time in Spain), and you can check your luggage at any time on the same day until your flight is closed.
  • Terminal 2 (National flights and Schengen Area flights): check-in desks open at 4:00 am (local time in Spain), and you can check your luggage at any time on the same day until your flight is closed.

The check-in desks for your flight, unless otherwise specified, will close 60 minutes prior to the departure of intercontinental flights and 45 minutes for all national and European flights. Local regulations may set a different time limit for passengers with special needs. 

To find out if the country you are flying to is part of the Schengen Area, please click here.

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The more the merrier! 

  • Contact us via email for more information about special promotions for groups. 
  • Email for bookings and information: grupos.ux@air-europa.com 
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Get the latest information on your flight here.

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  • You can view your booking and purchase additional services through Manage your booking.
  • From this option, you can check in online, choose seats, add extra luggage or take out your travel insurance, among other options.
  • If you wish, you can also rent a car or view the main activities to do in your next Air Europa destination.
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Search for the best fare just for you:

You can see the terms and conditions of your fare in the following sections:

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Air Europa offers different rates and services to adapt to the needs of passengers. 

Check our rates and conditions here.

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If you have a discount code, you can add it during the purchase process. Once you have chosen the flights and entered the passenger details, a box will appear on the next screen where you can apply it. 

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We are there for our Business class customers at all times, from the moment they book their flights until their arrival at their final destination. 

Get information on the advantages here.

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Take out your travel insurance with the best medical care and cancellation coverage at a great price. To get a quote or to purchase your policy, please visit: Travel insurance

FLIGHT CHANGES

If there is a change to your flights, you must contact us through our Customer Service, Facebook or Twitter. There are two situations:

  • Involuntary changes: if Air Europa changes the flight date and the price of the insurance policy is affected, passengers will not be charged anything.
  • Voluntary changes: in this case, you need to contact us by phone or social media to see if the flight change affects the price of your insurance policy.

FLIGHT REFUND REQUEST (CANCELLATION INSURANCE)

You should contact us by phone of social media to submit a request. Air Europa will process your refund request in accordance with the terms and conditions of the selected airfare. The non-refunded portion must be requested directly from Allianz.

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ON DOMESTIC AND EUROPEAN FLIGHTS

Sweet and savoury snacks and a large selection of healthy options for whenever you fancy a bite, and not forgetting our selection of the highest quality Spanish products. Enjoy a variety of snacks that have been specially designed for this season. All with the aim of offering you a unique experience on each of our flights.

*Please note that, as a result of the current health situation due to COVID-19, we are not offering an on board sale service on these flights.

MENU ON TRANSATLANTIC FLIGHTS

Our transatlantic flights include a free menu prepared by our catering service. We also have special menus adapted to the needs of all our passengers. We offer menus that are free of the 14 main allergens and are suitable for the majority of food allergies and intolerances. Special menus must be requested at least 72 hours before the flight by contacting us through Customer Service, Facebook or Twitter.

And now, on our flights to and from America, you can enjoy a new menu that is 30% bigger, made with fresh seasonal produce, and all included in the price of your ticket.

Enjoy a tastier, more complete and balanced meal now on Air Europa flights. And expand it if you want with breakfast, nibbles or a light meal!

For more information, please click the following link: special meals.

MENU FOR MADRID - TEL AVIV - MADRID

Enjoy our menus on the MAD-TLV-MAD route. To book, please contact us through our Customer Service, Facebook or Twitter.

Prices:

  • Kosher Menu: 30 EUR/27 GBP/35 USD/35 CHF
  • Vegetarian Menu: 20 EUR / 18 GBP / 24 USD / 24 CHF
  • Healthy Menu: 20 EUR / 18 GBP / 24 USD / 24 CHF
  • Breakfast: 20 EUR / 18 GBP / 24 USD / 24 CHF
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The Wi-Fi service is offered on short and medium-haul flights operated by the new Boeing 737-800, in addition to all long-haul flights. By connecting to the Wi-Fi service, you can access social media, view your emails, shop online, and, of course, use WhatsApp to chat during the flight. All this while flying at over 30,000 feet!

For Spanish or European destinations, the Wi-Fi service is only available for flights lasting over 45 minutes.

Below, we display the available rates and offer a series of tips for maximising your Wi-Fi usage for each rate:

Fare

CHAT

€3

CHAT AND SURF

€8

CHAT AND SURF PLUS

€12

WHATSAPP

UPLOAD PHOTOS  

WEB BROWSING  

SOCIAL MEDIA  

EMAIL  

MUSIC STREAMING    

VPN CONNECTION    

GAMES    

GAME STREAMING

APPLICATION UPDATE

 

HOW DO I CONNECT TO THE WI-FI NETWORK?

After take-off, wait for the plane to reach its cruising altitude (at which point the seatbelt sign will be turned off).  Then, with your electronic device in flight mode, you can connect to the Wi-Fi network called "Ontheair". Once connected, a page will open automatically where you can purchase the best Wi-Fi plan to suit your needs.

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For administrative purposes, babies who turn two years old during a trip are considered children.

Therefore, when booking a flight, you must select the passenger as a child and not as a baby.

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Minors travelling alone can request to travel with a pet on direct flights operated by Air Europa by booking in advance. 

To read the terms and conditions, please click the following link.

To book, please contact us through our Customer Service, Facebook or Twitter.

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If you have a subsidized ticket with a resident discount, you must present your valid identification document and large family certificate at the airport.

The name of the beneficiary must match the name of the person appearing on the ticket. 

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We recommend that you check the booking confirmation email or ask at your point of sale to see if the automatic residence verification is satisfactory.

Passengers whose verification (through the Automatic Resident Accreditation System of the Ministry of Public Works) has not been carried out successfully, must prove their residence status with one of the following documents: 

  • Children under 14 years of age without an ID document: must always travel with the Certificado de Empadronamiento para Viaje (Municipal Registration Certificate for Travel), because as they don't have an ID document, telematic validation can be done through the Ministry of Public Works system. 
  • Spanish citizens, EU citizens and citizens of Iceland, Liechtenstein, Norway and Switzerland: Certificado de Empadronamiento para Viajar issued by the city council, together with the ID, NIE or passport. 
  • Non-EU citizens: Certificado de Empadronamiento para Viaje (Municipal Registration Certificate for Travel) issued by the city government, together with the Spanish resident card, stating the family situation of the EU citizen, or the long term or permanent residence. 
  • Members of parliament or senators: credentials certifying the status of a member of parliament or senator. 

No other document or supporting document other than those stated above will be valid. National ID cards and passports will be used to verify identity, but not residence. Air Europa reserves the right to refuse boarding to a passenger if it detects any deficiency or anomaly, or if a passenger cannot prove their residence by means of the resident certificate. 

If you are entitled to a resident discount, you must present a valid DNI or passport at the time of the flight.

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Spanish tourists travelling to Brazil from 2 April 2012 must have a return ticket and sufficient funds to cover maintenance and accommodation for the duration of their stay. 

Brazilian Immigration and Border Control officials will request the documentation available at this link.

 

**Due to Covid-19, additional documentation may be required to travel. You can check it at: COVID-19 INFORMATION**

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**Due to Covid-19, additional documentation may be required to travel. You can check it at: COVID-19 INFORMATION**

To enter Havana, you will need a passport and a tourist visa (obtained from Embassies, Consulates, or authorized agencies). If you have a valid European Union passport, you can apply for a visa at the Travelplan offices located in the Madrid airport in Terminal 1 in arrivals. Call the helpline on 915406004. 

It is also mandatory to hold medical insurance obtained in the country of origin, to cover any medical expenses that may be incurred during your trip.

Air Europa offers customers the option of taking out medical insurance at excellent prices.  To see our offer, go to: I WANT MEDICAL INSURANCE.

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You can check the verification of residency in:

  • The confirmation email sent by Air Europa after the purchase has been completed.
  • In the "Manage your booking" section.
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All passengers are required to carry the correct documentation in accordance with the applicable Laws, Regulations and Orders of the State or Country to or from which they are travelling. Furthermore, each passenger is solely responsible for complying with the legal requirements of each country, where applicable.

This documentation may be requested by the company at the check-in desks and boarding gates of any airports through which the passenger passes.

During the document checking process, Air Europa may refuse boarding to any passenger whose documents are found to be invalid or expired, or if the identity on the document does not match that of the passenger.

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You can update your booking email by contacting us through the following channels: 

  • Facebook. Office hours: 07:00 to 24:00 (Monday to Friday) and 08:00 to 22:00 (Saturday, Sunday, and public and bank holidays).
  • Twitter. Office hours: 07:00 to 24:00 (Monday to Friday) and 08:00 to 22:00 (Saturday, Sunday, and public and bank holidays).
  • 24-hour Helpline.
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You can update your documentation details by contacting us through the following channels: 

  • Facebook. Office hours: 07:00 to 24:00 (Monday to Friday) and 09:00 to 17:00 (Saturday, Sunday, and public and bank holidays).
  • Twitter. Office hours: 07:00 to 24:00 (Monday to Friday) and 09:00 to 17:00 (Saturday, Sunday, and public and bank holidays).
  • 24-hour Helpline.
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As this is a pilot project, facial recognition boarding is currently only available for EU/Schengen citizens travelling on flights departing from Menorca Airport. The facial recognition matching and scanning machines are currently installed at this airport.

Once the pilot project is complete, this system is expected to be deployed in all other Spanish airports where Air Europa operates.

*Temporarily disabled for health reasons.

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As this is a pilot project, facial recognition boarding is currently only available at Menorca Airport. Therefore, for your connecting flight, you will have to go through standard passport control and present your passport or ID together with your boarding pass.

Once the pilot project is completed, you will be able to board using facial recognition for any flight operated by Air Europa departing from Spain.

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This is an alternative form of boarding that compares the passenger's face with the photo on their ID card or passport (facial recognition). It lets you move through the airport (security control and boarding gate) without having to show your boarding card or ID.You will be granted access through these control areas simply by showing your face, which will be identified with a camera.

*Temporarily disabled for health reasons.

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CHECK-IN

Check-in desks close 45 minutes before the scheduled departure of national and European flights, and 60 minutes before the scheduled departure for intercontinental flights.

If the passenger shows up once the flight is closed, Air Europa will not be held responsible for not admitting that passenger to the flight.

BOARDING

Your boarding pass shows the time at which you must at least be at your boarding gate. The boarding process can begin at any time from this time.

If you show up at the boarding gate after the time indicated on your boarding pass, you may not be accepted on the flight and Air Europa will not be held responsible for not admitting that passenger to the flight.

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All flights on the same ticket with a connecting flight purchased through the Air Europa website or the Customer Service centre have a minimum connection time.

Connecting flights that do not fulfil this minimum connection time cannot be booked on the same ticket.

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Discover more than 130 Air Europa destinations!

 Check out our destination map or discover our routes from your city.

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Air Europa flights operate out of Terminal 1 at Barcelona Airport.

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Air Europa flights operate out of Terminal A in the Buenos Aires Airport

 

Ministro Pistarini International Airport is located in Ezeiza about 35 km south-west of the city of Buenos Aires.

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Air Europa flights operate out of Terminal 2 at Frankfurt Airport.

Rhein-Main-Flughafen Frankfurt Airport is located approximately 12 km from the centre of Frankfurt.

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Air Europa flights operate out of Terminal 3 of the airport.

Israel International Airport is located near the city of Lod, 15 kilometres south-east of Tel Aviv.

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Air Europa flights operate out of Terminal 1 at Lisbon Airport.

Humberto Delgado Lisbon Airport is located in the civil parish of Olivais, about 7 km from the city centre.

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Air Europa flights operate out of the South Terminal of London Gatwick Airport.

London Gatwick Airport is located in Crawley, 5 km north of the city centre.

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Air Europa flights operate out of Terminal 1 at Marrakech Airport.

Marrakech Menara International Airport is located about 6 km from the city centre.

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Air Europa flights operate out of Terminal 1 at Munich Airport.

Franz Josef Strauss Munich International Airport is located 28 km north-east of Munich.

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At the Paris Orly Airport (ORY), Air Europa flights operate out of the West Terminal.

Paris-Orly Airport is located 14 km south of Paris.

At the Paris Charles de Gaulle Aiport, Air Europa flights operate out of Terminal 2F.

Charles de Gaulle Airport is located near Roissy, 25 km north-east of Paris.

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Air Europa flights operate out of Terminal 1 at Rome airport.

Leonardo da Vinci Rome–Fiumicino International Airport is located in Fiumicino, about 34 km south-west of Rome city centre.

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Air Europa flights operate out of Terminal 2 at the São Paulo Airport.

São Paulo International Airport is located in Guarulhos, 22 km north-east of São Paulo city centre.

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Air Europa flights operate out of Terminal 1 at Bogotá Airport.

Luis Carlos Galán Sarmiento El Dorado International Airport is located approximately 12 km from Bogotá city centre.

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Air Europa flights operate out of Terminal 3 at the Havana Airport.

José Martí International Airport is located in Boyeros, 18 kilometres from Havana.

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Air Europa flights operate out of Terminal 4 at New York Airport (JFK).

John F. Kennedy International Airport is located in Queens, 20 km south-east of Manhattan.

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Air Europa flights operate out of Terminal 4 at Cancun Airport.

Cancun International Airport is located 16 km from the city of Cancun.

 

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Flights operated by Air Europa at Madrid-Barajas Adolfo Suárez airport depart from T1 and T2.

Check-in:

Terminal T1: International flights

  • Desks: 209-220
  • Business class: desks 221-222

Terminal T2: Domestic flights

  • Desks: 505-520
  • Business class: desks 531-532
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You can check the features on our seats at the following link:

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Apply a 5% discount with the general category large family certificate and 10% if it is the special category. 

To apply the price reduction, you must confirm your status in one of the following ways: 

  • If you book through our website (https://www.aireuropa.com), select the "Large family card" option when completing the passenger details section. Here you can state the type of subsidy, the autonomous community and the card number.  
  • If you make the booking by phone, please provide our customer service agent with the abovementioned information.  

If you have a subsidised ticket with a resident discount, you must present your valid identification document and large family certificate at the airport. 

The name of the beneficiary must match the name of the person appearing on the ticket.

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If you live in the Canary Islands, Balearic Islands, Melilla, or Ceuta, you can get up to 75% off fares (airport taxes exempt from discount) for domestic and inter-island flights.

To benefit from this discount, you must inform the airline of your resident status by calling our customer service helpline or checking the "Resident Discount" option that will be shown on our website (https://www.aireuropa.com) once you select the route. 

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Take advantage of our offers and visit the most desired destinations:

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If you purchase a Business Class flex ticket (*) for a flight from Barcelona to Europe or the Canary Islands, you can get up to 3 days of free exclusive parking at Barcelona airport. For long-haul flights, the free parking service is extended to 7 days.

This service includes parking and 24-hour car surveillance within the airport grounds, a Civil Liability Policy, and a valet pickup and drop-off service at the airport.

You can also request additional services, such as car wash (exterior and interior), oil change, and refuelling.

This service must be booked 48 hours before the flight departure time.

You can request this service by calling + 34 911 360 350 or through authorised agencies.

(*) For specific information about the terms and conditions, please contact us through Customer Service, Facebook or Twitter.
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The Fast Lane service is available at Barcelona-El Prat airports, Málaga-Costa del Sol, Valencia-Manises, Alicante, Palma de Mallorca and Brussels, and Fast Track in Madrid-Barajas, Paris (Charles de Gaulle and Orly), Frankfurt, Lisbon, London-Gatwick, Milan-Malpensa, Munich and Porto, allows passengers to travel in Business class or SUMA GOLD or PLATINUM customers to pass security control more quickly and make procedures faster prior to boarding.

To enjoy this new service, passengers must meet the following conditions:

  • Fly on routes operated by Air Europa (except for code-share flights).
  • Check that your boarding pass has the "Skypriority" logo.
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Business-class passengers travelling on domestic and international flights can access the VIP lounges at the airport of departure and the airport of connecting flights.

SUMA GOLD, SUMA PLATINUM, and ELITE PLUS customers of SkyTeam airlines, regardless of their booking class, can access the VIP lounge if they have an international flight or connecting flight (on the same day) operated by the SkyTeam alliance. VIP lounge access is only available at the airports of departure and connecting flights, and not at the airport of arrival. To enter the VIP lounge, you must present your boarding card and valid Elite Plus card.

ELITE PLUS passengers can take a guest into the VIP lounge, provided that they have a flight operated by an airline of the SkyTeam alliance. Your guest must present their boarding card to enter the VIP lounge.

See the location and features of each lounge in the following section:

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We offer the possibility to connect your flights from or to any of the more than 5,600 railway stations in the Deutsche Bahn network by purchasing a Rail&Fly ticket.

ADVANTAGES

  • Convenient transfers from over 5,600 Deutsche Bahn stations.
  • The Rail&Fly ticket is valid from the day before your flight departure date until the day after your flight arrival date.
  • A Rail&Fly ticket is not linked to a specific train.
  • The price also includes the use of IC/EC and ICE lines.

GENERAL TERMS AND CONDITIONS

  • The Rail&Fly ticket is only valid in combination with a ticket for an international Air Europa flight.
  • Rail&Fly is valid on all Deutsche Bahn trains.
  • If the trip to a certain airport is not covered by a Deutsche Bahn train, the Rail&Fly ticket can also be used to travel on public transport operated by regional companies.
  • Children under 2 years old travel for free. Children under 12 years old get a 25% discount. Unaccompanied children cannot access this service.
  • Rail&Fly tickets are non-refundable.
  • If you are travelling by public transport, please plan for possible delays. We recommend choosing a connection that gets you to the airport in plenty of time. Air Europa does not accept any responsibility if a passenger arrives late for a flight due to public transport delays.
  • Train timetables are available at Deutsche Bahn offices, Deutsche Bahn-affiliated travel agencies, and https://www.bahn.com/es/view/index.shtml 
  • The purchase must be made by calling our Customer Service or by contacting us through Facebook or Twitter.

BOARDING CARD

Boarding cards are available from 72 hours to 6 hours before the train departure time (Renfe and Deutsche Bahn). Customers are required to print their boarding cards during this time period. You can obtain your boarding card at the following link:

You can also obtain your boarding card for long-haul flights at any Deutsche Bahn ticket office.

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Air Europa customers can purchase the Change Option for domestic flights.

WHAT DOES THE CHANGE OPTION LET YOU DO?

  • You can change your flight once up to 2 hours before your flight departure time with no administration costs or penalty fees.
  • If there are no seats available in the same cabin class, you must pay the difference.
  • The Change Option may be used for the outbound and return flight provided that the request is made in the same telephone call.
  • You can change the flight date and route.

GENERAL TERMS AND CONDITIONS

  • The Change Option can only be selected when completing your booking or on the same day of the purchase.
  • The amount payable is per passenger.
  • The Change Option can only be selected for airfares that include changes with penalty fees. However, it can also be included in the no-baggage fare (Lite), even if it does not permit changes.
  • It is non-refundable.
  • The Change Option cannot be purchased for interisland flights.
  • The Change Option can be purchased through our direct sales channels: Web Air Europa, Air Europa Customer Helpline, and Web Falcon Viajes.
  • To use the Change Option, please contact us through our Customer Service, Facebook or Twitter.

PRICE

This product costs:

  • €15
  • 12 GBP
  • 19 USD
  • 160 ARS
  • 12,000 CLP
  • 50 BRL
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Save time! The Priority Boarding service lets passengers avoid check-in queues. In addition, you will be the first to board the plane and have plenty of time to store your belongings in the overhead compartments.

The Priority Boarding service can be purchased on the Air Europa website during the flight booking process, at information and sales offices in airports, or by calling Customer Service. Priority Boarding costs €8 per person for each flight leg on domestic and European flights and €15 on long-haul flights.

This only applies to flights operated by Air Europa.

This service is not available for purchase on flights operated by our ATR fleet or UX3000 flights.

Business Class passengers and Air Europa SUMA Silver, Gold, and Platinum members can enjoy this service for free.

This service cannot be purchased by unaccompanied minors or passengers with reduced mobility as they already have priority boarding.

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Air Europa offers national and international press, our in-flight magazine, as well as the latest selection of films, series, games, entertainment for children, and music.

Access our new on-board entertainment portal

On long-haul flights operated by our B787 or A330 aircraft, passengers can choose from a selection of films, series, and documentaries, which will be different on the outbound and return flights.

All our Boeing 787 have individual entertainment systems with a screen on the seat back in front of you. To find out if the A330 aircraft operating your flight has individual screens, please contact us within 48 hours prior to the flight through our Customer Service, Facebook or Twitter

In addition, if you are travelling on the new B737-800 or A330 aircraft on long-haul, Canary Island or TLV flights, you can enjoy our Streaming Service. This system offers personal and customised entertainment with the option to download a wide range of audiovisual content to your mobile: films, thematic television channels, games and the Moving Map.

For more information on the Streaming Service, click here.

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SkyPriority offers exclusive benefits and special customer services for passengers with SUMA GOLD or PLATINUM status travelling in any cabin class, passengers in business class, and passengers with ELITE PLUS status of any SkyTeam airline.

Air Europa and all other SkyTeam airlines are gradually incorporating the SkyPriority service at the airports where they operate. Air Europa already offers this service at the airports of Madrid, Palma de Mallorca and Barcelona.

All Air Europa and airport staff will know if you are eligible to use the SkyPriority service thanks to an ID code automatically printed on your boarding card.

The advantages you can enjoy include:

  • Priority check-in.

With our priority drop-off desks at airports, you can check in faster by avoiding queues.

  • Priority lines at airport sales offices and transfer desks.
    • The sales offices have exclusive windows to offer priority customers a faster service without queues.
  • Priority boarding.
    • SkyPriority priority boarding lets you board first or at any time during the boarding process.
  • Priority baggage handling.
    • Our check-in staff will attach a priority label to your checked baggage so that it is the first to arrive on the baggage claim belt.
  • Priority lines at security and immigration controls in some airports.
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You can request to transport your pet through AirEuropa Cargo.

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Contact information for our offices:

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If the facial recognition machines are unavailable, you can ask our check-in staff to help you complete the process manually, after accepting the GDPR (European Data Protection Act) regulations.

*Temporarily disabled for health reasons.

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The more, the better!

If you and your companions (excluding babies) make up a group of more than nine passengers, you can get special offers. Please contact us through the following form, and we will contact you as soon as possible:

You can also contact us by email: grupos.ux@air-europa.com

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To travel with a group of children, you must contact Air Europa and indicate the number of children and adult companions.

  • Groups of up to 23 children must be accompanied by at least 1 adult.
  • Groups of between 24 and 35 children must be accompanied by at least 2 adults.
  • Groups of 36 to 47 children must be accompanied by at least 3 adults.

Above this number, one adult will be required for every 12 additional children.

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Each adult can travel with two children under 2 years old. In this case:

  • One child must travel in the same seat as the adult wearing a special safety belt provided by the Air Europa crew.
  • The other child must travel in an adjacent seat in an approved child seat. In the latter case, the seat price for children between 2 and 11 years old will apply.
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Air Europa wants your baby to be comfortable when travelling. Therefore, in addition to your baggage allowance, you can also transport one of the following items:

  • A foldable pushchair when travelling with children up to 4 years old.
  • A baby carrier.
  • An approved baby car seat suitable for children between 6 months and 3 years old.

You can take the pushchair to the door of the aircraft, except for the airports of Charles de Gaulle (Paris), Orly (Paris), and Fiumicino (Rome), where it will be checked in free of charge. 

Please remember to contact us through our Customer Service, Facebook or Twitter to check the availability of baby cots on our Airbus330 and Boeing 787 aircraft.

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No, any domestic animal other than a dog or a cat cannot travel in the cabin on our transoceanic flights. They are only permitted to travel in the hold. To arrange this, please contact our Cargo Department.

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It is compulsory to declare amounts in excess of EUR 10,000. In this case, you must go to the office located in Customs, Room 1, Terminal 1 in Madrid.

More information here.

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Download the PDF to find out what you can and can't carry in your baggage: money to be declared, prohibited items, recommendations before flying, etc.

Download

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You can check in 48 hours before your flight departs through this link, except for flights to the United States, when you must check in 24 hours in advance.

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Click on this link to check in. You can also check in on the same day as the flight at the airport check-in counter.

Remember that check-in closes 45 minutes before departure for domestic flights, and 60 minutes before departure for international flights.

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You will need your booking localizer or ticket number and the passenger details. Click on this link to check in.

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You have to go to the check-in counter on the day of your flight at least 45 minutes before departure for domestic flights, and 60 minutes before for international flights.

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Make sure that the travel information entered is correct and that the flight is within the allowed check-in period.

Remember that if your booking has any special requirements, you have to check in at an airport counter.

 

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Check-in can only be done one passenger at a time. Remember to have ready the booking localizer and passenger details.

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Yes, you can choose a seat when you check in. All pre-assigned seats are always free of charge. You can change your seat if you wish at an additional cost.

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When you check in, the system will automatically look for the seat that is closest to the other passengers in your reservation. If you booked separately, you can select your desired seats at an extra cost.

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If you are traveling with a pet, you must go to the check-in counter on the day of your flight. More info here.

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You cannot cancel a check-in through the website.

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Once you have checked in online, you can download your boarding card in PDF and wallet format and/or send it to yourself by email.

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Make sure that the flight is within the allowed check-in period. Remember that if your booking has any special requirements, you have to check in at an airport counter.

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This service is not available for passengers who requested special accommodations, for unaccompanied minors, passengers carrying animals in the cabin or flights operated by other airlines. In these cases, you have to check in at the airport counters.

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Yes, both from the reservation processing section and during the check-in process, in the option to add frequent flyer information.

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You have to be at the boarding gate 45 minutes before your flight departs for domestic flights, and 60 minutes before for international flights. Remember that going through security could keep you from arriving at the boarding gate in time.

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If you have already checked in online, you can go directly to the security checkpoint and then to the boarding gate without going to the check-in counter, unless your resident ID or other documentation needs to be verified at the airport.

If you need to check luggage, you will need to go to the airport check-in counter well in advance. For more information on luggage, click here.

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Yes, it's possible. You must confirm your resident or large family status during the booking process.

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On our website, you can only check in on flights operated by Air Europa.

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This service allows you to avoid check-in lines and to board the aircraft first. You'll also be allowed to travel with carry-on baggage. Get more information here.

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Verify the details of your itinerary to see which airline is operating your flight. On our website, you can only check in on flights operated by Air Europa.

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After you have sent us a medical certificate, you can request a change of date to fly within 90 days of the original flight date, or obtain a refund for the booking as a VOUCHER (non-refundable) that you can exchange on our website.

See all the information on our COVID-19 Measures page.

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We recommend that you visit our page with entry requirements by country, where you will find the latest information you need to know before starting your trip.

If you need a PCR or lateral flow test to travel, we offer you the possibility of doing one at one of our partner centers. Get more information here.

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Some countries require a vaccination certificate or a negative COVID-19 test upon arrival. We recommend that you visit our page with entry requirements by country, where you will find the latest information you need to know before starting your trip.

If you need a PCR or lateral flow test to travel, we offer you the possibility of doing one at one of our partner centers. Get more information here.

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We recommend that you visit our page with entry requirements by country, where you will find the latest information you need to know before starting your trip.

If you need a PCR or lateral flow test to travel, we offer you the possibility of doing one at one of our partner centers. Get more information here.

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Some countries currently require a negative COVID-19 test, carried out 24-72 hours in advance (depending on the country). We recommend that you visit our page with entry requirements by country, where you will find the latest information you need to know before starting your trip.

If you need a PCR or rapid lateral flow test to travel, we offer you the possibility of doing one at one of our partner centers. Get more information here.

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You can upload your documentation (COVID certificate, PCR, lateral flow test and PLF) before the trip, if there are requirements in the country you are travelling to. This option is available under manage booking and during the check-in process.

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You can sign up on the Air Europa website in the Air Europa SUMA section or by calling 911 360 200 (from Spain). If you are calling from another country, please click here.

When you register with Air Europa SUMA, we recommend entering all your details, as well as those of your usual travel companions. By doing so, whenever you make a booking, this information will be completed automatically. Therefore, you will save time when purchasing flights, and you will never forget to enter your Air Europa SUMA card number.

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Earning SUMA Miles is very simple. Miles can be earned on flights operated by Air Europa, SkyTeam Alliance airlines, and any future partner airlines of the SUMA Programme. You can also earn Miles for using products and services offered by our non-airline partners belonging to the Air Europa SUMA programme.

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There is no Miles/euros equivalence. You earn Miles for every euro paid for your ticket. On other flights operated by SkyTeam Alliance airlines, earning Miles is subject to the distance and fare class. More information here

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Whenever you want, by going to the "How to Use Miles" section of the Air Europa website or by calling us on 911 360 200 (if you are calling from Spain). If you are calling from another country, click here. You can use your SUMA Miles to purchase your ticket in full (100%), subject to airfare availability. You can also combine Miles and cash to purchase any flight*.

In this option, there are no limitations. You can use your Miles provided there are seats available. In addition, you can use your Miles to purchase products and services offered by our partners.

*Resident and/or large family discounts are not compatible with payment in SUMA Miles.
On routes subject to a resident discount, you can use your SUMA Miles as long as they are not combined with this discount, by selecting the "Use my Miles" button.

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No. Each SUMA passenger earns Miles for their flight regardless of who paid for the ticket. If any of the passengers are not SUMA members, their Miles cannot be claimed by SUMA member or credited to their account.

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Whenever you want, by going to the "Redeeming Miles" section of the Air Europa website or by calling us on 911 360 200 (if you are calling from Spain). If you are calling from another country, click here.

You can use your SUMA Miles to purchase flights in full (100%), subject to availability. You can also redeem your Miles on any flight purchased, discounting part of the cash purchase with Miles.

In this option there are no limitations and Miles can be redeemed as long as there is a seat available for sale. You can also redeem Miles for products/services offered by our Partners, as described on our website.

If you don't have enough Miles, you can combine Miles and cash to pay, provided the flight is operated by Air Europa and you are redeeming at least 1,500 Miles and the rest is in cash.

Miles are not refundable.

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From 2 years old and above. However, for non-emancipated minors, their parents or legal guardians must fill out the registration form on their behalf.
Download the form here and send it to the following email address: suma@air-europa.com
Before sending the form, you must register the minor in the Air Europa SUMA section of the website or by calling us on 911 360 200. If you are calling from another country, click here.

Minor form

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El programa Air Europa SUMA dispone de dos formatos de tarjeta: Virtual y física.

La tarjeta virtual la tendrás disponible en la APP de Air Europa, desde el mismo momento en que te des de alta en el programa Air Europa SUMA. Para acceder a la APP como cliente Air Europa SUMA debes utilizar el mismo usuario y contraseña que te da acceso al área Air Europa SUMA.

Para mayor comodidad añade tu tarjeta virtual Air Europa SUMA en la aplicación Wallet (Wallet es propiedad de Apple Inc.©) de iOS en tu smartphone o con las aplicaciones compatibles de PKPASS para Android.

Si prefieres disponer de tu tarjeta Air Europa SUMA en formato físico, debes solicitarla a través de www.aireuropa.com con tu usuario y accediendo a 'Mi Cuenta' - 'Mi Tarjeta' - 'Solicitud de Tarjeta Física' o llamándonos al 911 360 200, si llamas desde España. Si lo haces desde otro país, consulta aquí.

También puedes imprimirla desde el apartado 'Impresión de Tarjeta Air Europa SUMA' a través de www.aireuropa.com con su usuario y accediendo a 'Mi Cuenta' - 'Mi Tarjeta'.

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  • Tanto en formato virtual como físico, las ventajas y beneficios del programa Air Europa SUMA son los mismos. Por tanto, no existe ninguna diferencia en el uso que haga de una u otra tarjeta. Si lo desea puede combinar ambas, según le convenga.
  • La única distinción que puede considerarse es la forma de obtener la tarjeta Air Europa SUMA, según el formato que elija. Para disponer de su tarjeta Air Europa SUMA en formato virtual, tan solo tendrá que acceder a la APP de Air Europa a través de su smartphone y descargársela. Para acceder a la APP como cliente Air Europa SUMA debe utilizar el mismo usuario y contraseña que le da acceso al área Air Europa SUMA de la web de Air Europa.
  • En cambio, para conseguir su tarjeta en formato físico debe solicitarla a través del apartado Solicitud de Tarjeta Física , dentro del área Air Europa SUMA de la web de Air Europa o llamándonos al 911 360 200, si llama desde España. Si lo hace desde otro país, consulte aquí. También puede imprimírsela desde el apartado Impresión de Tarjeta Air Europa SUMA. Para acceder es preciso que lo haga entrando desde su cuenta SUMA.
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En el momento que se dé de alta en el programa Air Europa SUMA, se le asignará un número de cliente Air Europa SUMA, que le servirá para poder empezar a acumular y usar tus Millas. Dispondrás automáticamente de una tarjeta virtual que te podras descargar en la APP de Air Europa.

No es necesario que tengas la tarjeta física para beneficiarse de las ventajas del programa Air Europa SUMA. Pero si lo deseas, deberás solicitarla desde nuestra web o llamando al 911 360 200, si llamas desde España. Si lo haces desde otro país, consulta aquí.

Te la enviaremos, aproximadamente, en un plazo máximo de 15 días en territorio español y una semana adicional para los envíos fuera de España.

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Sólo se puede tener una tarjeta Air Europa SUMA por cliente. Las Millas se acumulan en una única cuenta personal de Air Europa SUMA, que es la del pasajero que vuela, con independencia del motivo del viaje o servicio utilizado o de quien pague el vuelo.

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Los miembros del programa Air Europa SUMA tienen unos descuentos exclusivos para la compra de asientos. Comprueba tu descuento en la tabla que puede consultar en el apartado Asientos.

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Deberás contactarnos por teléfono en el 911 360 200, si llamas desde España. Si lo haces desde otro país, consulta aquí para solicitar la reemisión y envío de tu nueva tarjeta Air Europa SUMA en formato físico.

Recuerda que también puedes descargarla en formato virtual en tu smartphone a través de la APP de Air Europa.

En el caso de que la APP no te funcione y no puedas descargarte la tarjeta virtual, contáctanos para ayudarle a subsanar la incidencia.

La tarjeta física te la enviaremos sin coste alguno, siempre y cuando hayan transcurrido más de 60 días con respecto a tu última solicitud de tarjeta. De lo contrario, si la solicitud se realiza en un periodo inferior a los 60 días, no se tramitará y deberá volver a realizar la solicitud, una vez se haya superado el periodo indicado. Este periodo de 60 días no aplica cuando se trata de una solicitud de tarjeta física por haber accedido a un nuevo nivel.

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Millas SUMA: son las que se consiguen por la compra de vuelos operados por Air Europa o por cualquiera de las compañías que integran la alianza SkyTeam u otros Partners aéreos que se vayan incorporando. También son Millas SUMA aquellas que pueden conseguirse por la compra de productos o servicios de nuestros colaboradores.

Todas las Millas SUMA que anoten en tu cuenta, las podrás usar por billetes de avión o en otros productos y servicios del programa Air Europa SUMA.

Millas Nivel: son las que le permiten subir de nivel de tarjeta para alcanzar las categorías Silver, Gold o Platinum. Se acumulan en el periodo de 12 meses consecutivos. Si durante este tiempo superas el nivel de Millas necesario para promocionar de categoría Air Europa SUMA, automáticamente pasaría a formar parte del nuevo nivel.

Esta categoría de Millas sólo se consiguen con la compra de vuelos operados por Air Europa o por cualquiera de las compañías de la Alianza SkyTeam. Las Millas nivel no se pueden obtener en líneas aéreas que no sean miembros de la alianza SkyTeam ni en Partners no aéreos.

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Deberás acceder con tu usuario y contraseña para poder consultar todos tus movimientos de obtención y utilización de Millas SUMA, en el apartado de Mis Millas.

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Las Millas se anotan dentro de las 48 horas siguientes al vuelo realizado. Pasado este periodo podrás consultarlas en tu cuenta Air Europa SUMA.

En el caso del resto de líneas aéreas de la Alianza SkyTeam, las Millas pueden tardar en anotarse en tu cuenta hasta 72 horas después de haber realizado el vuelo, dependiendo del procedimiento de la compañía colaboradora.

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Si aún no has volado, puedes facilitar tu número de tarjeta Air Europa SUMA en el proceso de check-in de nuestra web o app, también en el momento de la facturación en el aeropuerto. Incluso puedes contactar en el teléfono 911 360 200, si llamas desde España. Si lo haces desde otro país, consulta aquí.

Si ya has volado puedes solicitarlas a través de nuestra web en el apartado Solicitud Millas no Anotadas. Puedes solicitar las Millas tanto si se trata de un vuelo de Air Europa o de cualquiera de las líneas áreas de SkyTeam u otros partners aéreos. Igualmente es posible realizar la solicitud llamando al teléfono 911 360 200, si llamas desde España. Si lo hace desde otro país, consulte aquí.

Dispones de un plazo de 6 meses, después de haber volado, para poder solicitar las Millas no anotadas. No obstante, en el momento que te des de alta en el programa Air Europa SUMA, puedes reclamar también las Millas de aquellos vuelos realizados en los tres meses anteriores a tu alta.

Es muy importante que no te olvides introducir el número de tu tarjeta Air Europa SUMA. Así que al darte de alta registra todos tus datos, incluido el número de tu tarjeta, de manera que cada vez que realices una reserva con nosotros te aparecerá automáticamente cumplimentado con todos los datos que nos hayas facilitado.

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Sí. Deberás reclamarlas directamente al colaborador, el cual te solicitará la documentación necesaria para poder efectuar la anotación de Millas. Si la solicitud culmina con éxito, el mismo colaborador nos informará de ello y el equipo Air Europa SUMA te anotará las Millas en tu cuenta Air Europa SUMA.

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Las Millas SUMA sólo caducan cuando la cuenta del cliente ha permanecido inactiva durante un periodo de 24 meses consecutivos. Se entiende así cuando el cliente Air Europa SUMA no ha registrado ningún movimiento, ya sea por no haber acumulado Millas por la compra de un vuelo o producto de nuestros colaboradores, o por no haber utilizado las Millas.

La fecha a tener en cuenta para contabilizar el inicio del periodo de caducidad de 24 meses queda reflejada en tu cuenta, accediendo al apartado de Mis Millas

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No. Las Millas sólo pueden anotarse en la tarjeta Air Europa SUMA del cliente que vuela.

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El cliente Air Europa SUMA puede usar las Millas por billetes en su propio nombre o a nombre de otra persona. Por tanto, no es imprescindible que sea el titular de la tarjeta Air Europa SUMA quien disfrute de los vuelos u otros servicios donde se tengan que utilizar Millas.

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Usa tus Millas SUMA para pagar tus billetes de forma completa con Millas o de forma mixta, utilizando Millas y dinero. La forma de pago mixta solo se puede utilizar únicamente para vuelos operados por Air Europa. En el caso de vuelos operados por cualquiera de las líneas aéreas de la alianza SkyTeam, el pago debe ser en su totalidad con Millas.

Ten en cuenta que las tasas aeroportuarias quedan exentas del pago con Millas y de la aplicación del descuento. Recuerda que para poder utilizar tus Millas por vuelos operados por Air Europa, necesitará utilizar un mínimo de 1.500 Millas. En el caso de querer usar tus Millas por productos o servicios de nuestros colaboradores, podrás hacerlo a partir de un mínimo de 2.000 Millas.

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Únicamente cuando el pago del vuelo lo hayas realizado de forma mixta, combinando Millas y dinero, recibirás las Millas correspondientes por la parte que haya pagado con dinero. Si el vuelo lo has pagado íntegramente con Millas, en ese caso no recibirá Millas SUMA.

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Sí. En este caso, el cliente o persona física que vuela obtiene Millas SUMA y la empresa sigue obteniendo el mismo tipo de servicios de Air Europa con el programa empresas.

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Los clientes Air Europa Suma disponen de diferentes formas de pasar su billete a cabina Business. Clique en la opción que más le interese para conocer los detalles:

13.1. A un precio muy especial y exclusivo, desde 250€ por trayecto. Más información.

13.2. Canjeando sus Millas Air Europa Suma. Más información.
 
13.3. Y, además, los clientes Suma Platinum podrán disfrutar de exclusivos Upgrades a Business sujetos a espacio. Más información.

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Puedes hacerlo a través de la web de Air Europa en el apartado Mi Perfil. Desde ahí podrás editar tus datos personales o las preferencias de comunicación. Si deseas hacerlo por teléfono, contacta con nuestro Centro de Atención Telefónica en el 911 360 200, si llamas desde España. Si lo hace desde otro país, consulte aquí.

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La información personal recabada de los usuarios registrados es almacenada en un fichero automatizado o no del que es responsable Air Europa que contiene las medidas de índole técnica, organizativa y de seguridad que garantiza la confidencialidad e integridad de la información de acuerdo con lo establecido por la legislación española en materia de protección de datos.

Podrás acceder a tu perfil Air Europa SUMA a través de un usuario y contraseña personal que habrás validado en el momento de darte de alta en el programa Air Europa SUMA.

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Para la evaluación del nivel Air Europa SUMA se tienen en cuenta, tanto el número de Millas obtenidas como el número de vuelos realizados, tal y como se refleja en el siguiente enlace:

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Computan aquellas Millas Nivel que hayan sido obtenidas volando con Air Europa o con cualquiera de las líneas aéreas de la Alianza SkyTeam.

No computan las Millas que se hayan adquirido a través de compras de productos o servicios realizados a Nuestros colaboradores u otros partners aéreos que no pertenezcan a la alianza SkyTeam.

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No. La contabilización de Millas o número de vuelos contabilizados para acceder a un nivel superior se realiza teniendo en cuenta los movimientos de Millas realizados en tu cuenta Air Europa SUMA en los últimos 12 meses. Desde el momento en que se produce algún movimiento en tu cuenta se actualiza el periodo de cálculo por otros 12 meses.

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Por el hecho de acceder a un nivel superior, las Millas o vuelos usados para el cómputo no los pierde. Únicamente, las Millas dejan de contabilizarse para el cálculo de aumento de nivel cuando superado un periodo de 12 meses consecutivos no se ha producido ningún movimiento en el histórico de productos de tu cuenta Air Europa SUMA.

La contabilización de Millas para subir de nivel es dinámico y se realiza cada vez que se anotan Millas nuevas en tu cuenta Air Europa SUMA. Al mismo tiempo, se actualiza por 12 meses más el periodo de cómputo para la revisión de acceso a un nivel superior.

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