Aena Reviews 

I am extremely disappointed with the Tax Free process at Barcelona Airport.

I arrived 2.5 hours before my flight, departing from Terminal 2, specifically to allow enough time to complete my VAT refund. My DIVA form showed that Customs validation was required, so I joined the relevant queue and waited approximately 40 minutes.

Only after waiting all this time was I told that I actually needed to go to Terminal 1 for Customs validation.

T1 is approximately 10 minutes away by bus each way, before even accounting for the queue at Customs and the time required to return to T2 and go through airport security. At that point, with my flight approaching, I simply could not take the risk of missing my flight and therefore had to abandon the refund.

What is particularly frustrating is that if I had been clearly informed from the beginning that additional Customs validation for my DIVA form had to be completed in Terminal 1, I would have gone there immediately and very likely had enough time. Instead, I lost 40 minutes standing in a queue at T2 only to be redirected to another terminal.

This makes the advertised "Tax Free" process extremely difficult to use in practice, particularly for passengers departing from T2.

I would strongly encourage Barcelona Airport/Aena and the Spanish Customs authorities to review the process, signage and passenger communication between T1 and T2 so that passengers are directed to the correct Customs location from the outset.

Unsubscribing is deliberately cumbersome and i.m.o. violating EU law

We booked a AENA VIP departure service at Palma airport. The VIP Assist greeter did not show up, the desk was unstaffed, phone calls to the two numbers provided went unanswered and multiple emails also went unanswered. When we finally managed to get hold of someone at the VIP Assist service they were unapologetic and unhelpful.

I ordered long-term parking, but when I arrived at the correct parking area, the staff didn't allow me to enter and told me to park my car in the rental car parking area. I followed their orders. When I returned, my car was no longer in the parking area and had been towed and locked. I was fined for not parking in the right place, despite the staff not allowing me to park in the right place and telling me to park in the wrong place instead. When I contacted support, they said that their staff said they didn't do this. But everything was recorded both on cameras and in voice conversations, and support refused to check the recordings and claimed that I'm guilty and their staff is not.

Paid for parking services at Alicante airport but their license plate recognition or something like that hasn’t been working for nearly 8 months!

I’m extremely dissatisfied with my experience with AENA. The biggest issue was the lack of clear communication with customers. Their terms and conditions were changed without properly informing me, and I was subsequently charged more than I had originally been led to expect.

Despite raising the issue with AENA, I was left feeling that my concerns were simply dismissed rather than properly investigated. Overall, a very frustrating experience and a serious lack of transparency and customer service.

Website is really bad - After 20 minutes I am not able to find my flight information, multiple layers of popups, completely useless.

Very poor experience with Aena VIP Parking at Málaga Airport – would not use again

I booked the VIP Parking service at Málaga Airport expecting a professional and secure service. Unfortunately, the experience was extremely poor from start to finish.

After booking, I received confirmation but no clear instructions explaining where to go or how the vehicle collection worked.

When we arrived at the airport, I had to park in the Express Parking area and spent around 40 minutes trying to contact Aena to get someone to collect the car.

Eventually, someone arrived with no visible ID or official documentation, just a blank piece of paper with my vehicle registration written on it. He couldn't communicate with us in English, and I was then expected to simply hand over the keys to my car. This made me extremely uncomfortable, particularly as I had no idea where the vehicle was actually going to be stored.

While we were away, I called several times trying to confirm that the car had been parked safely and to find out where I was supposed to collect it on our return. I only received clear information about the collection location around two hours before we were due to collect the vehicle, after contacting them myself again.

When the vehicle was returned, it was also extremely dirty and looked as though it had been stored outside in a very dusty/dirty location, which isn't what I expected from a service sold as VIP parking.

I subsequently emailed Aena to make a formal complaint. Their response was simply that they were dealing with the issue and would get back to me. They never did. I have therefore given them the opportunity to explain or resolve the situation before leaving this review.

For a service advertised and charged as VIP Parking, the communication, organisation and overall level of professionalism were nowhere near what I would expect.

The biggest concern for me was that I spent much of my trip uncomfortable about where my vehicle was and whether it was being stored securely.

Based on my experience, I would not use Aena VIP Parking at Málaga Airport again and could not recommend the service.

Huge queues horrible staff! They make you do random stuff only to do more and more! And if you have children all I’ll say is good luck 🤞

We booked for four people but on arrival the lane was closed and no staff around
When I got home I complained and they said we should have cancelled in advance!! Replied did not want to cancel wanted to use it but could not! Then they said the cancellation period had expired. Told them again and they said we could use it until end of August.
So we can book another holiday just so we can use fast track we've already paid for!!!! Bet it would be closed. Pathetic

Thieves!!
Aena VIP car parking is far from VIP. I booked VIP car parking in Malaga Airport just for 24 hours. When i returned i called as agreed and the operator kept hanging up. He didn't show up. I drive a Tesla and could ofc. just drive away after waiting 30 min. for the operator who never showed up. I have asked them to give me my car key back. It's impossible to get customer service here, because they take over a week to reply and when they finally do, they just say the case is closed and they are happy that everything is solved - which is completely wrong. They have stolen my key card. Simply just thieves!

I travel through Alicante airport about 7 or 8 times a year and the customer experience is a disgrace.

It starts with the departures area (outside the terminal) which has become a fiasco because people also use it as a place to collect passengers who are arriving. The who area is chaotic and causes unnecessary delays to those who are catching flights out of the airport.

We paid for security fast track because the scanning machines are not equipped (old technology) to meet the demands of an airport as busy as Alicante. The fast track system uses a lane and scanner which is also used for people with children, pushchairs and other regalia. These people do not pay for the fast track. It took 15 minutes to get through today - all because a large family were put in front of my wife and I. Complete waste of time money!

The shopping area (why airports are allowed to continue to use the phrase “tax or duty free” is beyond me) is another chaotic part of the journey process. Because of the layout it delays your journey time.

The cost of snacks, drinks(water particularly) and light meals are an absolute rip off. Example: PRET charge about a fiver for a filled baguette in the UK high street. At Alicante it’s €12.70 (about £11) - disgusting exploitation and day light robbery. 75ml of water at all retailers is c. £4.00 - again absolutely disgusting.

The priority boarding system with Easyjet is a waste of time when more often than not you get to your aeroplane on a bus which means non priority and priority passengers are mixed together.

Easy jet constantly miss slots through passengers boarding late resulting in delayed departure times.

Aena need to get their act together.

OK, so Aena airport services can be a little rickety but they've redeemed themselves in my opinion. They actually replied to me! The tone of the reply was apologetic. They gave me a refund. This is the best customer service that I've ever received in Spain. Keep it up chaps.

Aena Palma de Mallorca deserves a good rating. I don't think any airport can get it right all the time but I find the facilities good and all the ground workers professional. Considering the huge masses of people that go through, it is handled efficiently. Yes, the queues are long sometimes but I fail to see how that can be blamed on the airport itself. Having enough passport control staff is a matter for the government and national police.

One of the worst airports I have ever used .the person the gate smelled like a mountain goat and alcohol terrible hygiene and attitude to match ,my friends suitcase was lost , we asked security and several members of staff , I understand English is not there 1st language but it was the lack of effort helping.the only reason we got it back was we found a Dutch lady working for tui but spoke English and helped us translate ,just a poorly ran establishment more in ripping off passengers avoid at all costs

We travel 3 times a year to Lanzarote and Gran Canaria and cannot praise the special assistant people enough. They are hard working, polite and without them I would be stuck at home. They work so hard and are so often understaffed. Many thanks

My husband and I are elderly and use the fast lane fast track whenever we can. We used this facility at Alicante airport on 13 May 2026. We used our qr code access and got through the barrier however, the lane that we should have used was broken down and the doors closed. We ended up squashed in amongst families with small children. It was horrendous to say the least. When we managed to push in to their lane the staff were not very nice and we were told that we should not be in that lane. We displayed our fast lane pass which maid her back down, apologise and confirm our lane is closed. We have tried to get a refund but Aena is having none of it. What a disgrace. It was chaos and no staff around to help. I would give a very big minus score if I could.

no security would ask for a translator, separated me from my family as a minor, very ignorant service, gave us a 20 dollar voucher in case we missed our flight (wtf..), very dirty area, nobody's cleaning, very slow. dont go here unless its ur last resort...... ALSO they made us(100+ people) wait in a useless line because the upper floor was "crowded" but it literally wasnt. dont go dont go this is hell on earth

Worst parking every my car has disappeared and I’m trying to locate my car 🤯crazy

DO NOT PARK YOU CAR!

AENA is the worst ground operator in Europe, especially on Canary Islands.
Extremaly long waiting for luggage reclaims, 2hrs after my plane has landed, still nothing on the belt.
That "company" should be shut and burned to the ground.
Those bunch of layabouts can ruin all experience of your holiday. Especially on arrival.