If any of your appliances, lifts, foodstuffs or other goods have suffered damage:

• Check on which insurance policies you have – home insurance, community insurance etc. – and whether or not they cover the damage.
• If your insurance policy does indeed cover the damage, contact the insurance company within 7 calendar days from the time that you found out about it, unless a longer period is specified by your insurer. It’s advisable to ensure that the method of contact you choose is one that will be recorded, for example by calling customer service and asking for a reference number.
• In the case of a claim due to a force majeure event, like a major electrical blackout, it is obligatory for the insurer to report the claim to the Consorci de Compensació d’Assegurances [Insurance Compensation Consortium]. Consequently, it will be this organisation that will be responsible for compensating you for the damages, provided you have insurance.

If your electricity was cut off due to the blackout:

• The utility companies – electricity, telephone and internet – must deduct from your next bill the period of the time during which you had no service. For this reason, check your bills carefully, and if necessary, complain to the company in question.
• If you have a multi-risk home insurance policy, check whether or not it covers damage caused by power cuts. If you are claiming for both service cut-off and damage to property, this must be specified together in the same statement of loss.
• If the insurer or the supply company does not respond to the claim, you can complain to the consumer protection agency in your municipality or region, for example the OMIC in Barcelona, or to the Agència Catalana del Consum (find your local consumer protection office here). You can also seek advice from a consumer association.

If you have experienced transport cancellations and delays:

Flights

• If your flight has been cancelled, you have the right to choose between a refund or an alternative form of transportation. During the wait, the airline must provide you with assistance, i.e. food and drink, and if necessary, accommodation (including transport).
• In the case of delays, please note that there are differences depending on how long you were delayed for: After 2 hours, you are entitled to vouchers for obtaining food and drink free of charge. After 5 hours, the delay is deemed equivalent to a cancellation, so you can decide whether to forgo the flight and get a refund of the cost of the ticket, or to accept alternative transport to your final destination.
• If your rights are not respected, complain to the airline, using an official complaint form, mailbox or online form, email, a customer service channel on social networks or by calling and ensuring that you are allocated an incident number.
• If the company does not provide you with a satisfactory response within a maximum period of one month, you can file a complaint with the public consumer protection service in your municipality (use the consumer protection service search engine) or the Spanish Aviation Safety and Security Agency (AESA).
• If none of the above options leads to a satisfactory outcome, you can take legal action. In this case, we recommend that you contact a consumer organisation registered in Catalonia, or the Generalitat de Catalunya’s Legal Advisory Service.

Trains

• Consult the Renfe website for information on the measures regarding ticket changes and cancellations established by the company.

Buses

• If the transport operator has cancelled the journey, either an alternative journey form of transport must be offered, or the ticket price reimbursed.
• In the event of any disagreement due to service-related problems, ask the transport company for a complaints book, or contact them by a means that will leave a record (online form, telephone call with an incident number, etc.). If a satisfactory response is not received within 30 days, address your complaint to the Junta Arbitral del Transport de Catalunya [Transport Arbitration Board of Catalonia], the authority responsible for resolving disputes concerning land transport services.

Maritime transport

• In the event of the cancellation of the journey the company must offer you an alternative or reimburse the amount paid.
• In case of disagreement with the company, complete the official complaint form, and if no satisfactory response has been received within 30 days, contact the public consumer service in your municipality.

If an event has been cancelled:

If an event or activity has been cancelled, you are entitled to a full refund of any payment made. The refund must be requested from the service provider who sold the tickets.