Contacting Barcelona Airport: Aena, airlines, lost property, police and transport

What do you need help with?

Who to contact for each problem

Barcelona-El Prat has no single office that answers everything. Aena runs the buildings, the car parks, lost property and assistance; your airline answers for your flight and your checked bags; the police, customs and each transport operator handle their own matters.

Aena: the information line and the desks in T1 and T2

Call +34 913 211 000 for anything Aena runs at Barcelona-El Prat, at any hour and on any day. From 07:00 to 00:00 the same line also books Barrier Free assistance. Because it is one national number for all Aena airports, start by saying that you are calling about Barcelona-El Prat.

In the buildings, Aena runs staffed counters and Virtual Assistance Points; two of the T2 points work by telephone only.

If you are meeting someone, the general meeting points are in the arrivals halls on T1 Floor 1 and T2B Floor 0. The Aena app has a route calculator and Aena Maps indoor guidance that finds any desk from where you stand.

Airlines and handling agents: information desks

Your airline decides check-in times and desks, gates, seats, baggage allowances and what happens when a flight is delayed or cancelled. Contact it through the channel on your booking first; which airline flies from which terminal, and the live departures and arrivals boards, help you find the right desk. At the airport, these desks give passenger information:

Minimum connecting times are the airline's too, including for a change between T1 and T2, where you should allow at least an extra hour.

Missing or damaged bags: the handling agents' desks

A checked bag that does not arrive, arrives late or arrives broken is your airline's responsibility, not Aena's. Report it at the handling agent's baggage desk in the reclaim hall before you leave, ask for a Property Irregularity Report (PIR) and keep its reference, then send the airline a written claim within 7 days for damage or 21 days for a delay.

For help moving heavy luggage, Transeaba collects cases at the carousels or from a parked car and takes them where you need: +34 662 165 738, [email protected].

Lost property: Aena's office on T1 Floor 1

Things found in the terminals, at the security checkpoints and in Aena's car parks go to one office, on T1 Floor 1, which serves both terminals. T2 has no office of its own: take the free shuttle to T1, about 14 minutes.

The service is free. Write with the date, the place, your flight and a precise description, with a serial number for a phone or laptop. Ask the office about collection by someone else, sending the item abroad and how long it keeps things. A lost passport goes to the Policía Nacional on T1 Floor 3. Items left in a taxi, on the Metro or on a train are held by others; the lost and found page lists who to contact for each.

Left luggage: Excess Baggage in T1 and T2

The desk gives current prices. The T2 office is closed from 22:00 to 06:00; for a late landing or a dawn flight from T2, the T1 office is open around the clock, a shuttle ride away.

Barrier Free assistance, Meet & Assist, lounges and Fast Track

Aena's free Barrier Free assistance for passengers with reduced mobility is requested at least 48 hours before departure, through your airline and with Aena: +34 913 211 000 from 07:00 to 00:00, [email protected], Aena's website or the Aena app. Deaf and hard-of-hearing passengers can also contact Aena on WhatsApp; the contact is on Aena's Barrier Free page, or ask for it at [email protected].

Meet & Assist, Aena's paid escort for departures, arrivals and connections, is booked at least 48 hours ahead with a valid ticket. After you buy it, the agents phone you to agree the meeting point; their line is +34 932 971 037.

Each of the four Aena lounges has its own phone:

Fast Track (T1) and Fast Lane (T2) have no phone line: buy them on Aena's website, its VIP services website or the Aena app.

Police, emergencies and medical help

In an emergency call 112, Spain's and the EU's number for ambulance, police and fire. Both terminals have an airport medical service: if you feel unwell, ask at any Aena information point. There are 47 defibrillator points in the two terminals.

Passengers travelling with firearms go to the Guardia Civil's Weapons Intervention Office in T1, module P30, from 07:30 to 20:30 Monday to Friday and 07:00 to 15:00 at weekends and on public holidays; outside those hours the Guardia Civil's citizen office next to it attends. The formalities can also be started on the Guardia Civil's electronic office.

Money, Wi-Fi, tourist offices and other services

The tourist offices also open on public holidays, from 08:30 to 19:30; on 5 January and on 24 and 31 December they close at 17:00, and they are closed on 1 and 6 January and on 25 and 26 December. For currency exchange, CaixaBank answers on the same number in both terminals, while its T1 branch has a line of its own. Everything else by terminal is on the services page.

Aerobús, Metro, Rodalies, buses, taxis and car parks

Unclaimed items from TMB and from taxis end up at the city's lost property office, the Oficina de Troballes.

The 010 line is Barcelona City Council's; the Oficina de Troballes appointment can also be booked through the council's electronic office.

Complaints: where each one goes

What to have ready before you call

• Your flight number, date, terminal and booking reference.
• For a bag: the bag-tag receipt, a description and the PIR reference.
• For something lost: where and when, a description and any serial number.
• For a taxi: the receipt with the licence number.
• For assistance: your flight details, your WCHR, WCHS or WCHC code and the call point you will use.
• For a lounge or Meet & Assist: the booking confirmation and QR code.

Contact the website publisher

For factual corrections, broken links, privacy requests, copyright questions or technical website problems, write to contact (at) barcelonaairports (dot) es. The address is shown as text rather than a link to reduce automated unsolicited mail.

This mailbox belongs to Domino Services Ltd.. It does not reach the airport, Aena, an airline, the police, Customs or an emergency service. Do not send payment-card data, passport copies, medical records or booking credentials.