Frequently Asked Questions

Shop to Fly is an Aena service to facilitate shopping at airports shops. At Shop to Fly you will find your favourite products and services. You can reserve and shop online and collect your products at a special Shop to Fly point at the airport without having to wait or queue up.

You can access the services by registering or accessing without registering, as a guest using your email. Check that the shop is in the same terminal as your flight and search for a category, brand or a product, select it, add it to your shopping basket and carry out the payment. When your order is ready for you to collect, you will be informed where to collect it. Once you get to the airport, go to the collection point indicated in the email, identify yourself by showing the message you received with the order number and the payment and you will be delivered your purchase. This way, the purchase process will have been completed and now... enjoy!

At the moment, you can enjoy the service at the Adolfo Suárez Madrid- Barajas Airport, although it will be available at lots of national and international airports shortly.

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 an unregistered/guest user. You will only have to provide your email to send you your order details.

No. There are no additional costs and many times there are online promotions that are not available at physical stores.

If your order is Reserve&Collect and you wish to cancel the whole order, you must send an email to the customer service department at 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.

For Reserve&Collect, the order will be paid at the shop at the collection time on the day of your flight. If your order is Click&Collect, the order will be paid in the marketplace with your debit/credit card.

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 to the costumer service department at

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
  • Phone: (+34) 91 3211000
  • Through this link: Private area support

Once you have paid your order, you will receive a confirmation email with the collection information.

For Reserve&Collect, in which the order has been paid through Shop to Fly, your order will be cancelled automatically. For those orders that have been paid through the Shop to Fly platform, you will have to contact our customer service department at the following address, and explain your case so the cost is refunded.

You can inform of the situation at the collection point and they will help you. If applicable, the cost of the order will also be refunded.

You can also contact customer service at:

  • The email address
  • Phone: (+34) 91 3211000
  • Through this link: Private area support

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).

You must contact our customer service department at, and attach:

  • reason for return
  • receipt