Frequently Asked Questions
Shop to Fly is an Aena service to facilitate shopping at airports shops. You can reserve or shop online and collect your products at the airport without having to wait or queue up.
You can access the services by signing up or logging in as a guest. Choose the shop and products of your preference, confirm that the shop is located on your flight departure terminal and make your order. You will be informed when the order is ready to collect and once you get to the airport, go to the collection point indicated in the email, identify yourself and pick up your order.
This service is currently accessible in Madrid, Barcelona, Fuerteventura and Málaga. However it will be soon available at a large number of domestic and international airports
With this new service, you can access a wide range of products and shops with the best brands and reserve and pay in a fast and simple way, with the advantage of collecting your order whenever is best for you, without having to wait or queue up.
You can place an order as a unregistered/guest user. You will only have to provide your email to inform you about your order details.
No. There are no additional costs and many times there are online promotions that are not available at physical stores.
For Reserve&Collect orders, payments will be made in store at the time of collection on the day of your flight. If your order is Click&Collect, payment can be made in the marketplace using a debit/credit card or by mobile phone in stores with enabled payment by Google Pay or Apple Pay, always in Shoptofly web page.
Once you have paid your order, you will receive a confirmation email with the collection information.
If your order is Reserve&Collect, you will be given the invoice upon payment and delivery. If you have paid for your purchase online through Click&Collect, you can request it by sending an email at soportedigital@aena.es
Once the payment of the order has been made, you will receive a confirmation email with the information for the collection. After the preparation time has elapsed, you will be able to collect the order at the collection point indicated after the acceptance of your order.
Orders must be placed at least 24h before the flight. From then on, you can collect your order, even though you will be requested the day and time of your flight so you collect it on that day since at the moment the collection points are located in the boarding area and their access is limited if you do not have a boarding pass. For queries contact:
- The email address soportedigital@aena.es
- Phone: (+34) 91 3211000
For Reserve&Collect, the order has not been paid through ShoptoFly so, your order will be cancelled automatically. For those orders that have been paid through the ShoptoFly platform, you will have to contact our customer service department at soportedigital@aena.es, and explain your case so the cost will be refunded.
Any change to the order should be made at the collection point. In case the order is not correct, any modification will be carried out at the same collection point. If proceeded, also the refund of the money will be made at this moment.
You can also contact our Customer Service:
- By mail: soportedigital@aena.es
- By phone: (+34) 91 3211000
If your order is Reserve&Collect and you wish to cancel the whole order, you must send an email at soportedigital@aena.es. If you wish to modify it, you just have say so when you get to the collection point. There, you can modify it and confirm the order with the changes. If your order is Click&Collect and you have paid through the platform, you may cancel the whole order in “My orders” and you can modify it at the collection point on the day of your flight.
You must contact our customer service department at soportedigital@aena.es, and attach:
- reason for return
- receipt
As a general rule, purchases through the website can be returned for any reason within 15 days after the purchase. To carry out these returns or exchanges, they must comply with the terms and conditions of the returns policy of each shop.
If the terms and conditions are not complied with, you will be informed that it is not possible to carry out the return or exchange at the shop.
Items must be suitable for sale, in their original packaging, showing no signs of damage or use, and they must include their pamphlets, user manuals and warranty ticket where applicable.
No returns or exchanges will be accepted of: underwear, lingerie, swimsuits, earrings, headphones, books or catalogues and expired articles (except when the date of sale is later than the expiry date).
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Enter the website and go to "User profile area"