Madrid-Barajas AirportMenu

Madrid-Barajas Airport

Complementary Passenger Services - Complaints and Suggestions

The Adolfo Suárez Madrid-Barajas airport offers to its visitors a wide range of complementary services in order to make their stopover as comfortable as possible. Some of these services are tariffed and others are only available at passengers boarding areas.

Lost and found at the airport, medical services, banking services and ATMs, VAT refund, police, etc.

Please, keep in mind that some of these services do not operate 24 h. If you have any questions, please call.

Services are sorted alphabetically.

During the return to normality, the availability and hours of the shops, restaurants and complimentary services of the airport may be altered.

Airport & Tourist information

Airport information service, virtual flight attendants

At all floors of terminal T4.

Information points (staff members with green jackets).

Everywhere at the airport.
(+34) 91 321 10 00 - (+34) 902 404 704.

Madrid City Council and Madrid Community.

902 100 007 - (+34) 915 881 636.
Terminals T1 floor 0, T2 floor 0 y T4 floor 0.

Air Rooms, guest rooms inside the airport

Fully equipped rooms to sleep or to rest per hours at the airport. More information on sleeping at the airport.

ATM

Bankia (Servired)

In terminals T1, T2 and T4.

T4
Terminal 4 floor 0, Arrivals hall,
Terminal 4 floor 1, Check-in area,
Terminal 4 floor 2, Check-in area,
Terminal 4 Satellite floor 2, Check-in area.

T1
Terminal T1 floor 0, Arrivals hall, room 2,
Terminal T1 floor 1, Check-in area.

T2
Terminal 2 floor 1, next to the bank
Terminal 2 floor 1, Check-in area D.

Euronet

Admits Mastercard, Cirrus, Maestro, EC, Union Pay, American Express, JCB, Visa, Visa Electron and Plus.

Terminal T1 floor 0, Arrivals hall room 1 & 2.
Terminal T1 floor 1, Check-in area.
Terminal T4 floor 0, Arrivals hall,
Terminal T4 floor 0, baggage reclaim hall 10.
Terminal T4 floor 2, Check-in area.
Terminal T4S floor 1, boarding area.

Euro Automatic Cash (Grupo Santander)

Admite Visa , Mastercard, American Express , Cirrus, Maestro, EC, Union Pay, JCB.

Terminal T1

Terminal T1. Floor 1. Boarding area B.
Terminal T1. Floor 1. Boarding area C.

Terminal T2

Terminal T2. Floor 0. Arrivals hall room 6.
Terminal T2. Floor 2. Check-in area.
Terminal T2. Floor 2. Check-in area

Terminal T3
Terminal T3, Floor 1. Boarding area F.

Terminal T4.

Terminal T4. Floor 1. Boarding area.
Terminal T4. Floor 2. Check-in area.

Banks

Bankia
Terminal T2 Floor 1. Departures area (+34) 913 237 990.
Terminal T4 Floor 2. Check-in area. (+34) 913 338 240.
Hours: Monday to Friday from 8:15 am to 2:15 pm, Thursday from 8:15 am to 2:15 pm and from 4:15 pm to 6:30 pm (only from October 1 to April 30).

Baggage trolleys

The airport has luggage trolleys located throughout all terminals and areas of the airport.

Car hire

Get all the information about the car rental companies in Madrid Barajas airport (office location at terminals, schedule, current promotions) at the car rental Madrid airport section.

Children's play areas

Opening hours: 08:00 to 20:00
Terminal 2, floor 1, boarding area D
Terminal 4, floor 0, bagagge reclaim halls 10 and 11
Terminal 4, floor 1, boarding gates J40-J41, J50-J51, J58-J59
Terminal 4, floor 1, boarding gates H6-H8, H16-H18, H31-H33
Terminal 4 Satellite, floor 1, boarding gates R16-R18, S20-S23, U58-U60, U68-U70
Terminal 1, floor 1, boarding area A, D, E

Exchange, currency exchange offices, money changers in the airport

Global Exchange

This currency exchange company is now in Terminal T4.
Customer assistance: (+34) 900 855 550 and (+34) 913 055 167

Terminal T1

  • Terminal T1. Floor 0. Baggage Claim Hall 1. 5.00 a.m. to 23.00 p.m.
  • Terminal T1. Floor 0. Baggage Claim Hall 2. 7.00 a.m. - 11.00 p.m.
  • Terminal T1. Floor 1. Boarding Area A. 8.00 a.m. to 18.00 p.m.
  • Terminal T1. Floor 1. Boarding gates B18-B20. 8.00 a.m. to 20.00 p.m.
  • Terminal T1. Level 1. Boarding gates B26-B29. 7.00 a.m. to 3.00 a.m.
  • Terminal T1. Floor 1. Boarding Area C. Hours: 24 hours.

Terminal T3

  • Terminal T3. Boarding Area D. 6.00 a.m. to 22.00 p.m.

Terminal T4

  • Terminal T4. Floor 0. Baggage claim belts 1 and 2. 6.00 a.m. to 23.00 p.m.
  • Terminal T4. Level 0. Baggage claim carousels 14 and 15. 7.30 a.m. - 11.30 p.m.
  • Terminal T4. Floor 1. Boarding area J. 6.00 a.m. to 22.00 p.m.
  • Terminal T4. Floor 2. Departures area. 6.30 a.m. to 11.15 p.m.
  • Terminal T4. Floor 2. Check-in area. 24 hours.

Terminal T4S

  • Terminal T4 Satellite. Floor 1, Check-in area S21-S22. 24 hours.
  • Terminal T4 Satellite. Floor 1, Boarding Area S27-S28. 7.30 a.m. to 11.30 p.m.
Gas stations

Located outside the terminal buildings T2 and T4.

Gym

Gym Air Express
Terminal T4 floor 0, Arrivals public area.

Internet. Printing documents service.

Only in terminals T1, T2 and T3. Read the Internet terminals and Wi-Fi section to get access. Some terminals have print services.
(+34) 900 404 054.

Kindergarten

Free entrance with boarding pass
Terminals T2 and T4 floor 1. Opening hours: 08.00h to 20.00h.

Kid's area & Breast-feeding lounge

Adolfo Suarez Madrid-Barajas airport offers a kids' play area for children from 0 to 6 years old, and should be accompanied by a responsible adult. Also offers a breast-feeding lounge with modern and comfortable fittings. Here you will be able to change nappies, heat food, or put them down for a nap in a cot.

Terminal 2, floor 1, boarding area D, Opening hours: de 8.00 a 20.00h
Terminal 4, floor 1, boarding area, Opening hours: de 8.00 a 20.00h

Left luggage office
Lost luggage

Services to resolve incidents with checked baggage. Responsible companies for baggage incidents at Adolfo Suárez Madrid-Barajas airport.

American Airlines

Lost luggage (+34) 800 24 56 78 90. Fax (+34) 917 438 714.
Terminal T4, floor 0, baggage reclaim hall 11.

Delta Air Lines

Lost luggage (+34) 902 190 947.
Terminal T1, floor 0, baggage reclaim hall 1.

Easy Jet (Menzies)

E-mail: mad.lostluggage@menziesaviation.com
Terminal 1, floor 0, baggage reclaim hall 1.
Terminal T1, floor 0, baggage reclaim hall 2.

Groundforce

Lost luggage (+34) 913 243 746.

Assisted airlines by Groundforce in terminal T1: Aeroflot, Aerolíneas Argentinas, Aeromexico, Air Arabia, Air Europa, Beijing Capital Airlines, Blue Air, Conviasa, Etihad Airways, Korean Air, Saudia.

Assisted airlines by Groundforce in terminal T2: Air Europa, Air France, Alitalia, KLM, LOT,Lufthansa, Swiss.

Terminal 1, floor 0, baggage reclaim hall 1.
Terminal 1, floor 0, baggage reclaim hall 2.
Terminal 2, floor 0, baggage reclaim hall 6.

Iberia

Lost luggage (+34) 901 111 342.
Airport: (+34) 913 054 598.

Assisted airlines by Iberia in terminal T1: Aer Lingus, Air China, China Easter, Cubana de Aviación, Egypt Air, Ethiopian Airlines, Monarch, Tarom, Turkish Airways, Wamos Air.
Assisted airlines by Iberia in terminal T2: Privilege Style, Sata International
Assisted airlines by Iberia in terminal T4: Air Algerie, Air Nostrum, Avianca, Boliviana de Aviación, British Airways, Bulgaria Air, Ceiba Intercontinental, CSA Czech Airlines, El Al-Israel Airlines, Evelop, Finnair, Iberia Express, LATAM Airlines, Luxair, Qatar Airways, Royal Air Maroc, Royal Jordanian Airlines, S7, Ukraine International

Terminal 4, floor 0, baggage reclaim hall 10.
Terminal 4, floor 0, baggage reclaim hall 11.
Terminal 4, floor 0, Arrivals Hall.
Terminal 1, floor 0, baggage reclaim hall 1.
Terminal 1, floor 0, baggage reclaim hall 2.
Terminal 2, floor 0, baggage reclaim hall 6.

Ryanair (Lesma Hadling)

Lost luggage (+34) 913 056 103.
Terminal T1, floor 0, baggage reclaim hall 2. Opening hours:8.00 a 0.00 .

United Airlines

Lost luggage (+34) 900 961 266.
Terminal 1, floor 0, baggage reclaim hall 1.

Vueling

E-mail: mad.lostluggage@menziesaviation.com
Lost luggage (+34) 902 486 648.

WFS

Lost luggage T1, T2 (+34) 913 243 678.

Lost luggage T4 (+34) 917 466 138.

Assisted airlines by WFS in terminal T1: Air Canada, Air India, Pegasus Air, Plus Ultra, Tunisair, Wizzair
Assisted airlines by WFS in terminalT2: Aegean, Brussels Airlines, Norwegian Air, TAP Air Portugal, Transavia
Assisted airlines by WFS in terminal T4: Cathay Pacific, Emirates.

Terminal 4, floor 0, baggage reclaim hall 11,
Terminal 1, floor 0, baggage reclaim hall 1,
Terminal 1, floor 0, baggage reclaim hall 2,
Terminal 2, floor 0, baggage reclaim hall 6.

Madrid Duty Free

Located in the boarding area of the T4 terminal is the Madrid Duty Free by DUFRY Store.
A commercial area of 2,870 m2 with a special area dedicated to perfumery (Beauty Lounge, drinks area, food, the exclusive Connoisseur Collection premium drinks, a cigarette cellar, and other commercial spaces.

Terminal T4 floor 1, zone Departures boarding area J

+34 912 742 542
Madrid Duty Free opening hours: 7:00 a 20:45 (On special dates the opening or closing time may vary).

Mailboxes

Terminal 2 floor 1, public area.

Post and Telegraphic service

The Post and Telegraph office at the airport is temporarily closed.

Pharmacies

Terminal 1 floor 0, (+34) 913 055 199.
Terminal 4 floor 2, (+34) 913 338 357.
Terminal 2 floor 2, (+34) 913 054 623.

Tobacco shop

Terminal 1 floor 0. (+34) 913 336 024

VAT refund - Tax refund

In Spain, the VAT refund process for travelers is digital, and is processed through the Tax Agency's DIVA system. This system is the only valid system for VAT refunds for purchases made in Spain by foreign travelers.

Requirements to apply for the VAT refund:
  • The applicant must not be a resident of the EU (nor reside in the Canary Islands, Ceuta or Melilla).
  • The purchases must be of a personal nature, i.e. not for commercial purposes.
  • Must leave the European Union within 3 months from the date of purchase of the goods.

When you make your purchases in Spain, ask the seller for the Tax Free electronic form (called "documento electrónico de reembolso" or "DER"). Without this form you will not be entitled to a VAT refund. See the explanatory document in Spanish. See the explanatory document in Spanish.

When you go to the airport to leave the country, and always before checking in your baggage, you must electronically validate the electronic VAT refund documents for your purchases. For this purpose, the DIVA screens located in the check-in areas of the airport will assist you in this process.

For this electronic stamping process you will need:

  • Your passport.
  • Your purchase invoices and the DIVA form.
  • The merchandise for which you are requesting the return. Without the merchandise there is no stamp.
  • Your boarding pass or airline ticket with your travel route.

This is a digital process and you will NOT receive any document with the result of the validation. However, you will be able to know at any time the status of the processing by consulting the CSV number (secure verification code) from the Tax Agency Headquarters official website.


Operation of the DIVA touch screens

  1. Select your language.
  2. Pass the barcode of the form through the optical reader.
  3. The system can give two results:
    1. The tax-free DIVA form is stamped. The processing is completed.
    2. The DIVA tax-free form cannot be validated. In this case, you must go to the invoice visa office of the Guardia Civil located next to the screens.

Once the electronic validation of the DIVA has been completed, you can request your refund at a Tax Free company located in the boarding area (refund subject to commission). You can also request your refund at the store where you made your purchases before leaving the country, if you schedule it in advance.


Location:

VAT refund machines, or DIVA screens, are located at the following airport locations:

Terminal T4, floor 1, boarding area.
Terminal T4, floor 1, boarding area.
Terminal T4, floor 2, check-in area, counters 840 and 850.
Terminal T4, floor 2, check-in area, near the security filters.
Terminal T4S, Terminal 4 Satellite level 1, boarding area.
Terminal T1, level 1, check-in area.
Terminal T1, level 1, boarding area B.

I m p o r t a n t   N o t i c e

Some people have reported bag thefts (by tugging or carelessness) when managing the TAX FREE reimbursement at the airport machines. Thieves take advantage of the fact that passengers are concentrating on the handling and steal the bags, fleeing. Do not be careless and keep an eye on your belongings at all times.

If your DIVA form could not be validated from the automatic system, or you have to validate forms for purchases made in other EU countries, you should go to the Guardia Civil invoice visa office located next to the DIVA screens.

Tax refund and manual stamping offices.

Terminal T4 floor 2, Departures area. Opening hours: 7.00 a 22.00h.
Terminal T4S, terminal T4 Satellite, floor 2, boarding area. Opening hours: 24h.
Terminal T1, floor 1, check-in area. Opening hours: 7.00 a 22.00h.

Outside these hours, it is necessary to go to the customs area in hall 1 (Terminal T1) or hall 11 (Terminal T4).

Weapons/arms department procedures
Terminal 4 floor 0. (+34) 917 466 410. The T4 office hours are from 7 a.m. to 12:00 p.m. (every day).
Terminal 1 floor 0. (+34) 913 936 294. The T1 office hours are from 7 a.m. to 2:30 p.m. (from Monday to Friday).

Outside of these opening times, arms deliveries may be carried out or boarding authorisations issued at the Customer Service Office located on the second floor of terminal T4.
Complaints and citizen support service: ( 34) 917 46 65 49.

Baggage wrapping machine

Baggage wrapping machines are next to the check-in counters, at departures areas at terminals T1, T2 and T4.

Baggage wrapping machines are owned by the company Bullwrap. If you do not want the wrapping machine to cover the wheels and handles of your luggage, you must inform the staff.

Terminal T4, 2nd floor, check-in counters 780-799.
Terminal T4, level 2, check-in counters 840-859.
Terminal T4, level 2, check-in counters 900-919.
Terminal T4, level 2, check-in counters 930-949.
Terminal T1, level 1, check-in counters 200.
Terminal T1, level 1, check-in counters 200.
Terminal T1, level 1, check-in counters 300.
Terminal T2, level 2, check-in area.

Lost & found

E-mail Lost & found in the airport.
Terminal 4 floor 0, Arrivals Hall, (+34) 917 466 439, Opening hours: 7 a.m. to 10 p.m..
Terminal 1 floor 0, Arrivals Hall, (+34) 913 936 119, Opening hours: 7 a.m. to 10 p.m..

Meeting points

Terminals T1 and T4, booth floor 0.

Meeting rooms

Rooms are available to rent for receptions, conferences, exhibitions, press conferences, assemblies, meetings and courses at Madrid-Barajas airport.

Aena offers its clients a congress organization service consisting of the establishment of indicators in the arrivals halls to channel the participants. Information (+34) 913 936 081 / (+34) 913 936 519.

Auditorium

Conferences, exhibitions, press conferences, assemblies and courses.
Terminal 2 floor 2, public Departures area
(+34) 913 243 141 / (+34) 913 936 519

Autogiro hall

Meetings, presentations, receptions, courses, etc..
Terminal 2 floor 2, public Arrivals area
(+34) 913 243 141 / (+34) 913 936 519

Goya hall

Meetings, presentations, conferences, conventions, courses, etc.
Terminal 2 floor 0, public Arrivals area
(+34) 913 243 141 / (+34) 913 936 519

Manzanares hall

Conferences, exhibitions, press conferences, assemblies and courses.
Terminal 2 floor 2, public Departures area
(+34) 913 243 141 / (+34) 913 936 519

Turmalina hall

A space divided into two different settings with a common reception hall. An anteroom is equipped as a VIP lounge, and the main room is equipped as a conference room or press room.
Terminal 1 floor 0, Arrivals Hall
(+34) 913 243 141 / (+34) 913 936 519

Press room

Two rooms are available at the airport for press and other information events.
Terminal 4 floor 0, Arrivals hall
Terminal 2 floor 1, public area, connecting hallway.

Medical care
Defibrillator or Heart Rescue Area at Madrid Barajas
The airport has 75 Heart Rescue Areas which aims to assist passengers in case of a heart attack.

Medical service (+34) 917 466 112 (emergencies only)

Terminal 4 floor 0, Arrivals Hall, open 24 hours.

Terminal 4S floor 0, Boarding area M, from 7:00 a.m. to 11 p.m.

Terminal 2 floor 0, Arrivals Hall, open 24 hours.

Room for transit passengers

Upon request, these rooms can be used by passengers that need an equipped place where they can wait for their next flight, provided that they are accompanied by medical personnel (doctor or nurse).

Use of this room should be requested by the airline, handling agent or insurance company, at least 24 hours before the passenger's arrival. However, the service will also be provided when requested with shorter notice, provided the room is not occupied.

Request rooms to Aena by e-mail, or by fax (+34) 917 466 236 / (+34) 917 461 419.

This service corresponds to the airport tax entitled "Use of Unspecified Rooms and Areas" .

Security personnel

Local Police

Terminal 4 floor 0. Arrivals floor. (+34) 917 438 719.

National Police

Emergency passports, with the required documentation and your airline ticket in your name.
Immigration (any request for information on passengers subject to immigration control will be requested by telephone).
Terminals 4 floor 2 and 1 floor 1. (+34) 913 010 917.

Civil Guard

Terminal 2 floor 1, Boarding area D. Open 24 hours (+34) 913 054 370.

Religious services

Chapels
Terminals 1 floor 2, terminal 2 floor 1, and terminal T4 floor 2.

Mosque
Terminal 1 floor 2 and terminal 4 floor 2.

Multi-confessional chapel
Terminal 4 floor 2 and terminal 1 floor 2.

Smoking area. Where to smoke at Madrid airport.

If you are looking for a place to smoke at the airport, there is an outdoor smoking area in the outdoor area of terminal T4. This area, about 500 m2, has 10 tables, stools and vending machines for snacks and hot and cold drinks. The terrace it is located in ear entrance to the gates J40-J9 (boarding area in the departures area, groud floor) or if you landed in Madrid, on the way to baggage claim.

Smoking area at Madrid Airport, located outside the T4 building.

Please note that smoking is only permitted in the smoking area outside Terminal T4. Smoking is strictly prohibited in the other terminals of Madrid airport.

COVID Clinic Test Covid center
Pushchairs and baby strollers

For those who have checked in a stroller for their child, there are several points where you can pick up and use a stroller, free of charge, while waiting or in transit in the boarding areas. At the end of your stay at the airport, it can be left in the boarding area.

Two points at terminal T4, floor 1, boarding area.
Two points In terminal T4 Satellite, floor 1, boarding area.
Terminal 1, floor 1, boarding area B.
Terminal 1, floor 1, boarding area C.
Terminal 2, floor 1, boarding area C.

Luggage trolleys with baby carriers

The airport has 80 luggage trolleys equipped with baby seats for children under 6 months. The service is available in all the terminals boarding areas. This service is free.

Unaccompanied child lounge

Iberia airline has a room for minors traveling alone.

Terminal 4, floor 1, boarding area, (+34) 902 400 500.

VIP lounges
salas VIP

Get all locations, features and opening hours about VIP lounges at Madrid-Barajas airport.

 

Complaints and suggestions

If you think that you were not treated adequately using any of these complementary services, please consult complaints and suggestions at aeropuertosenred.com .

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