Condiciones de compra y accesos a Salas VIP

Airports

I. General conditions for purchasing access to and rules for using Aena VIP & Altitude lounges

A. General conditions for purchasing access to Aena VIP lounges

1. Purpose

This document contains the general conditions for purchasing access to the VIP lounges managed by Aena.

The purchase of each access implies full acceptance of these general conditions, without the user being able to claim prices other than those determined by the official unit rates.

2. Shopping

Users may access the VIP Lounges managed by Aena at the Airports in the Aena Network, upon payment, through our Website, the Aena Mobile App or directly at the welcome desk.

For online purchases, the key data (name, surname, email and telephone number) requested by the system must be provided, without which the purchasing process cannot be completed.

The current price applied to each access is the official price approved by Aena for each Airport and each year. These prices can be found on the Aena website: https://serviciosvip.aena.es/vip/en/

For access by children under 11 years of age, Aena may request an official document from the passenger proving the child's age. Access prices are set per person.

When making a purchase, the system will provide you with an identification number (ID code) that you must provide to the desk staff in the room whenever you want to use the accesses acquired in that purchase. Possession of this sales ID confirms and guarantees the purchase, to which no modifications can be made. The system will also send you an email confirming the purchase.

Each sales ID is for a single use and are only valid for the day and time indicated when purchasing and booking the lounge.

The use of an access chargeable to a sales code is not personalised, so we ask you to be careful when managing them. Likewise, it is strictly forbidden to resell these accesses, and Aena shall not be held responsible for any possible fraudulent use of the codes.

The customer will have a maximum of 14 calendar days to cancel the purchase, provided that they have not used the service. The amount will be refunded using the same payment method that was used for the initial transaction.

To exercise the right to cancel the purchase by making an unequivocal statement (e.g., a letter sent by post, fax or email), you may use the model cancellation form (1) below, but its use is not compulsory. To comply with the cancellation period, it is sufficient for the communication regarding your exercise of this right to be sent before the corresponding period expires.

(1) Standard cancellation form

(You should only complete and send this form if you wish to cancel the purchase)

For the attention of SalasVIP@aena.es
I/We hereby inform you that I/we wish to cancel my/our purchase of VIP Lounge access to the following goods/provision of the following service
Booking locator number
Customer's name
Address of the user/s or consumer/s
Signature of the consumer/s or user/s (only if this form is presented on paper)
Date

3. Access

Passengers may purchase specific access to any of the VIP lounges managed by Aena. Passengers must check their flight terminal in advance to select the lounge that best suits them. All information on the location of the rooms is available on the Aena Public Website.

All VIP lounges are located in restricted areas, so only passengers who have passed the usual security checks that the Airport has in place will be able to access them.

At the lounge access desk you will need to show your sales code (sales ID) along with a confirmed boarding pass per person.

You must retain this code throughout your stay in the lounge and pay attention to the screens with boarding information, as Aena is not responsible for missed flights due to failure to pay attention to the monitors.

Aena reserves the right to refuse admission for capacity reasons, without the customer losing the right to use the access at any time during the lounge opening hours.

4. Other

Aena reserves the right to demand the corresponding liability for improper use of the purchasing system for access to the VIP Lounges via the website or the mobile app, or for non-compliance with the rules contained in these General Terms and Conditions.

The customer will be solely responsible in the event that the use of the service is carried out in a defective, partial or erroneous manner, or in the event that someone operates in their name or on their behalf, using the procedures and their identification code.

Aena reserves the right to cancel the access codes of users who misuse them, under the terms provided for in these Terms and Conditions.

Aena is not responsible for any interruption, inaccessibility or failure of any other kind that the system's operation may suffer as a result of failures in any telecommunications services or other accessories unrelated to this entity and necessary for its operation.

The parties submit to the jurisdiction and competence of the Courts and Tribunals of the city of Madrid for all types of claims arising from these terms and conditions, unless otherwise required by law.

B. Rules for use of the VIP Lounges.

The following Rules of Use are intended to ensure a pleasant stay for all our customers:

Failure to comply with any of the VIP Lounge’s rules may result in being denied entry or being asked to leave the VIP Lounge by staff, without this entitling the guest to any refund or compensation.
VIP lounges are designed to provide service to departing passengers. For this reason, only commercial passengers who present a confirmed transport ticket with an assigned seat and a scheduled flight date and time may access these services. In addition, they must have paid at the counter, via the website or app, have a fare class that allows access to the VIP lounge, or hold authorised programmes or cards. If necessary, they may be asked to present proof of identity.
You must register your access to the VIP Lounge at the welcome desk. Your data is confidential, so we kindly ask you to keep a respectful distance between you and the client in front of you when queueing. If you bring a guest with you, they must also show their ID and register.
Access to any of our VIP Lounges is permitted from three (3) hours immediately prior to the scheduled flight departure time. Please confirm any special conditions with your company. If you require early access to the Lounge, please do not hesitate to ask about the charges at the welcome desk.
To ensure a peaceful atmosphere during your stay in the VIP Lounge, we kindly ask for your discretion: Please ensure that your conversations are calm and not overly loud and keep the volume of your electronic devices low. The use of headphones is recommended.
Should guests decide to leave the VIP Lounge during their stay, they are kindly requested to present their pass again when re-entering the Lounge.
For hygiene reasons, it is forbidden to take your shoes off in the VIP Lounge and to put your feet on the sofas and tables. Please note that it is not permitted to lie down on the sofas.
It is not permitted to be shirtless, nude or in underwear anywhere in the VIP Lounge, including the terrace.
Pets are allowed in the Lounge, but we remind you that they must always remain in their travel carriers. This condition does not apply to guide dogs.
To keep the facilities in tip top condition, guests are kindly asked to be tidy, to use the VIP Lounge responsibly and report anything out of order to the Lounge staff.
If you are travelling with children, please keep their behaviour under control. Running, jumping, ball games, and shouting are not permitted. Under no circumstances may minors be left unaccompanied in the VIP Lounge.
As is the case throughout the airport and according to current legislation, smoking is not allowed, not even electronic cigarettes (vaping), except in designated smoking areas (terraces).
Please do not leave your personal belongings unattended. The VIP Lounge is not responsible for any theft, breakage, or damage to your belongings.
Food and drink are only to be consumed inside the Lounge and must not be taken outside the Lounge. If you wish to have an alcoholic beverage, please ask our staff about the selection available in the Lounge.
Please feel free to request at the welcome desk, should you need one, a mobile phone charger or any of the kits available (for showering, sewing, shoe-cleaning or feminine hygiene).
The VIP Lounge offers free Wi-Fi access to its guests.To use this service, find the Wi-Fi network on your device (it will be named after the Lounge) and log in using your Aena Club account, email or social media accounts.
Please pay attention the flight information screens. Aena cannot be held responsible for missed flights due to failing to pay attention to the screens. If you need any additional information, do not hesitate to enquire at the welcome desk.
The VIP Lounge reserves the right to refuse admission to any passenger who does not comply with the rules or whose behaviour causes disturbance or complaints from other guests.
Purchase of Access with flight information provided: If the day and time of the flight were indicated upon purchase, access will only be valid for that same day. You may enter from the lounge's opening until the maximum time allowed before your flight's departure. If your flight is delayed, this will be verified at check-in, and the reservation will be adjusted to maintain the original access conditions.
Purchase of Access without flight information provided: If the day and time of the flight were not indicated upon purchase, access will be valid for three (3) months from the date of purchase. Access is subject to capacity availability. Aena may limit entry for operational reasons, but this does not imply the loss of the right of use while the access is valid.
In the event of full capacity, priority access will be granted to customers who have purchased through the Aena website or app, customers with a prior reservation confirmed by Aena, business card holders, or holders of the Aena Lounge card.
Accesses to the VIP Lounge purchased through the Aena official App or website are for single use and are only valid for the day and time indicated when purchasing and booking the lounge.
A complaints and suggestions book is available to customers.

(*) This time may be reduced when airport volumes are at their maximum levels.

C. Rules for use of the altitude Lounges.

Aena welcomes you and kindly asks you to take a few moments to read these simple rules for use of the Lounge, which aim to ensure that you and all our guests have a pleasant stay.

Access to our Altitude Lounge is permitted from four (4) hours prior to the scheduled flight departure time. if your flight is a connecting one, the maximum stay will be five (5) hours.Please confirm any special conditions with your company. If you require early access to the Lounge, please do not hesitate to ask about the charges at the welcome desk.

Access conditions and right of admission: Access to the Altitude Lounges is subject to availability, the conditions of the contracted service, and compliance with these terms of use. Aena reserves the right of admission and the right to remain in the Lounge in situations related to safety, capacity, or service operations, or when the customer’s behavior is not compatible with the proper provision of the service or with the environment of comfort, privacy, and exclusivity characteristic of the Altitude Lounges, in accordance with the provisions set out in the Service Terms and Conditions.
You must register your access to the Altitude Lounge at the welcome desk. Your data is confidential, so we kindly ask you to keep a respectful distance between you and the customer in front of you when queueing. If you bring a guest with you, they must also show their ID and register.
Should guests decide to leave the Lounge during their stay, they are kindly requested to present their pass again when re-entering.
Access will be valid for three (3) months from the date of purchase on the Aena website or app. Access may be restricted for operational reasons, but this does not mean that the right of use is forfeited during the validity period of the access.
Accesses purchased through the Aena official app or website are single use only.
Please pay attention to the flight information screens. Aena cannot be held responsible for missed flights due to failure to pay attention to the screens. If you need any additional information, do not hesitate to enquire at the welcome desk.
Please do not leave your personal belongings unattended. The Altitude Lounge is not responsible for any theft, breakage, or damage to your belongings.
To ensure a peaceful atmosphere during your stay in the Lounge, we kindly ask for your discretion: please ensure that your conversations are calm and not overly loud and keep the volume of your electronic devices low. The use of headphones is recommended.
If you are travelling with children, please ensure they behave appropriately. Running, jumping, ball games, and shouting are not permitted. Under no circumstances may children be left unaccompanied in the Lounge.
To help keep the Lounge in perfect condition, please use the facilities responsibly and report any issues to staff.
Customers are asked to dress appropriately in all areas of the Altitude Lounge, including on the terrace.
For reasons of hygiene and comfort, please do not remove your shoes or place your feet on the furniture. In addition, you are not allowed to lie down on the sofas.
In accordance with current regulations, smoking—including e-cigarettes—is not permitted, except in designated areas, i.e., on the terrace.
Pets are allowed in the Lounge, but we remind you that they must always remain in their travel carriers. This condition does not apply to guide dogs.
The Altitude Lounge offers its guests free Wi-Fi access. To use this service, find the Wi-Fi network on your device, which will have the same name as the Lounge, and log in using your Aena Club account, email, or social media accounts.
At the reception desk, you can request mobile phone chargers and complimentary kits, including shower, sewing, shoe cleaning, and feminine hygiene kits.
Failure to comply with any of the Lounge rules may result in denial of access or a request by the staff to leave the Altitude Lounge, without any right to a refund or compensation.
A complaints and suggestions book is available to customers.

Condiciones de compra y accesos a Salas VIP y Altitude