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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 doubts, please check by phone.

During the return to normality, the availability and hours of the shops, restaurants and complimentary services of the airport may be altered.
The weapons intervention office of Terminal T1 is closed, but that of T4 remains open.
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 equiped rooms to sleep or to rest per hours at the airport. More information at sleeping at the airport.

Banks

Bankia
Terminal 4 floor 2, Check-in area. (+34) 913 338 240.
Opening hours: Monday to Friday, 08:15 to 14:15; Thursdays, 08:15 to 14:15 and from 16:45 to 19:15 (only from 1 october to 30 april)

Baggage transfers

GetBag is a luggage service that operates in airport terminals T1, T2 and T4. It also performs door-to-door baggage transfers (from your home or hotel to the airport). Opening hours: from Thursday to Monday, from 7.00 to 15.00
(+34) 677 622 392.
Email: info@getbagservice.com

Exchange, currency exchange offices, money changers in the airport
Exact Change

Exchange company Exact Change has its offices in terminals 1 and 3.

Terminal 1, floor 0, Baggage reclaim hall 2. Opening hours: 6.30 to 23.00. Phone: (+34) 913 058 014.
Terminal 1, floor 1. Boarding area A. Opening hours: 8.00 to 22:00. Phone: (+34) 913 055 771.
Terminal 1, floor 1. Boarding area gates B26-B29. Opening hours: 6.30 to 3:00. Phone: (+34) 913 055 771.
Terminal 1, floor 1. Boarding area gates B18-B20. Opening hours: 7.00 to 23:00. Phone: (+34) 913 055 771.
Terminal 1, floor 1. Boarding area C. Opening hours: 4:00 to 23:00. Phone: (+34) 913 056 609.
Terminal 3, floor 1. Boarding area D. Opening hours: 3.30 to 22.45. Phone: (+34) 913 056 611

Global Exchange

This currency exchange company is now in Terminal T4.

Customer assistance: (+34) 900 855 550 and (+34) 913 055 167
Terminal 4, floor 0. Baggage reclaim hall 10. Opening hours: 6.00 to 23.00.
Terminal 4, floor 0. Baggage reclaim hall 11. Opening hours: 24 hours.
Terminal 4, floor 1. Boarding area J. Opening hours: 6.00 to 23.00.
Terminal 4, floor 2. Check-in area (next to McDonalds). Opening hours: 24 hours.
Terminal 4, floor 2. Check-in area (Iberia Airlines). Opening hours: 6.00 to 23.00.
Terminal 4 Satellite, floor 1. Boarding area. Opening hours: 24 hours.
Terminal 4 Satellite, kiosk in floor 1. Boarding area. Opening hours: 24 hours.

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ATM
Bankia (Servired)

In terminals 1, 2 and 4.

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 1 floor 0, Arrivals hall, Room 2,
Terminal 1 floor 1, Check-in area,
Terminal 1 floor 1, Check-in area B,
Terminal 1 floor 1, Check-in area C

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

Euronet

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

Terminal 4 floor 0, Arrivals hall,
Terminal 4 floor 0, baggage reclaim hall 10.

Santander (4B)

In terminal T4.

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

In terminal T1
Terminal T1, floor 0. Arrivals hall. Room 1
Terminal T1, floor 0. Arrivals hall. Room 2
Terminal T1, floor 1. Check-in area

In terminal T2
Terminal T2, floor 0. Arrivals hall. Room 6
Terminal T2, floor 2. Check-in area

In terminal T3
Terminal T3, floor 1. Check-in area F

Left luggage office

Get all the information about it in left luggage office Madrid-Barajas airport section.

Post and Telegraphic service

Terminal 1 floor 0. (+34) 913 054 097

Mailboxes

Terminal 4 floor 2,
Terminal 1 floors 0 and 1,
Terminal 2 floor 1

VAT refund - VAT receipts stamp offices. Civil Guard and DIVA electronic validation

To request Value Added Tax (VAT) refund for purchases in Spain, you must be a non UE resident and the purchase value for each establishment must be over €90.15. You must present the goods purchased and the "tax free" invoices for these to be stamped at the airport's duty reduction office before checking in your luggage.

I m p o r t a n t   N o t i c e

Some people have reported cases of theft of bags (bag snatch or carelessness) while managing the return of the FREE TAX at the airport machines. The thieves take advantage of the fact that the attention of the passengers is focused on the formalities and they steal the bags and escape. Don't neglect your belongings and keep your attention at all times.

Terminal 4 floor 2, Departures area. Opening hours: 7.00 to 22.00h.
Terminal 4 Satellite, floor 2, boarding area. Opening hours: 24h.
Terminal 1, floor 1, check-in area. Opening hours: 7.00 to 22.00h .

Outside office hours, the refund will be made in Hall 1 (T1) or Hall 11 (T4).

If you have a DIVA form that justifies your purchase, you can avoid manual stamp and do it in the automatic machines or in the reading devices for the electronic validation of the DIVA forms, located in the following points:

Terminal 4 floor 1, boarding area.
Terminal 4 floor 2, check-in area, counters 820-829, counters 870-879 and counters 900-909.
Terminal 4 Satellite floor 1, boarding area.
Terminal 1 floor 1, check-in area.
Terminal 1 floor 1, boarding area B.

In order to obtain the VAT Refund, after the electronic validation or the manual invoice stamp, you must go to the tax-free management entities in the airport, or send the sealed/validated invoices to the establishment in question to make the refund.

More information available about the VAT Refund process at the Spanish airports at aeropuertosenred.com.

Car hire

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

Tobacco shop

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

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.

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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.

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.

Gas stations

Outside terminals building T2 and T4.

Kindergarten

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

Internet. Printing documents service.

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

Weapons/arms department procedures
T1 TERMINAL OFFICE TEMPORARILY CLOSED DUE TO HEALTH EMERGENCY, GO TO T4 OFFICE

Terminal 4 floor 0. (+34) 917 466 410.
Terminal 1 floor 0. (+34) 913 936 294.

Publicidad
Baggage wrapping machine

Baggage wrapping machine are next to the check-in counters, at Departures areas at terminals T1, T2 and T4. Baggage wrapping machine are owned by the company Safebag. To get this service, leave your baggage to the Safebag staff. If you don't want the wrapping machine covers the baggage wheels and handle, you must inform the staff.

At terminals T1, T2 and T4. (+34) 913 058 268
Terminal 4, floor 2, check-in counters 750-760
Terminal 4, floor 2, check-in counters 900
Terminal 4, floor 2, check-in counters 840-850
Terminal 4, floor 2, check-in counters 780-790
Terminal 1, floor 1, check-in counters 100
Terminal 1, floor 1, check-in counters 200
Terminal 1, floor 1, check-in counters 200
Terminal 1, floor 1, check-in counters 300
Terminal 2, floor 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: 7.00 to 22.00h.
Terminal 1 floor 0, Arrivals Hall, (+34) 913 936 119, Opening hours: 7.00 to 22.00h.

Meeting points

Terminals T1 and T4, booth floor 0.

Meeting rooms

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

Aena offers its customers a service for organization of conferences consisting of establishment of indicators in the Arrivals halls to channel 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 available at the airport as press room and other information events.
Terminal 4 floor 0, Arrivals hall
Terminal 2 floor 1, public area, connecting hallway.

VIP lounges
salas VIP

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

 

Medical care
Defibrillator or Heart Rescue Area at Madrid Barajas
Airport has 75 Heart Rescue Areas which aims to assist passengers in case of 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 7:00h to 23:00h.

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, showing required documentation and flight 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 horas, (+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.

Publicidad
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

Kid's area & Breast-feeding lounge

Adolfo Su&aarez 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

Pushchairs and baby strollers

For those people who have checked-in the baby stroller for their child, there are several points where they can pick up and use a baby stroller, for free, while they wait, or are in transit through the boarding areas. At finishing airport stay, they 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.

Unaccompanied child lounge

Iberia airline has a room for minors traveling alone.

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

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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