Biased towards airlines, inefficient, and unreliable
EU Regulation 1107/2006 requires airlines to make all reasonable efforts to arrange seating for passengers with disabilities or reduced mobility, and the Commission's 2024 guidelines say appropriate seating should be provided at no extra cost. Despite providing medical documentation confirming my condition, I was asked by Spanish airline Iberia to pay extra for the aisle seat I needed, which was not only unfair, but downright unlawful. I complained to AESA (Spain’s aviation regulator) expecting meaningful action, but received absolutely no response whatsoever. In addition to that, AESA's complaints system is so bureaucratic and difficult to navigate that it's nearly impossible to request a follow-up or revision of a complaint. This is more than frustrating, it's completely unacceptable. Through silence and inefficiency, AESA acts in favour of airlines, even when their actions are unlawful and revolting. AESA seems not to care about consumer rights, especially when it comes to passengers with medical needs.