frequently askedquestions

Does AeroCITY only provide services in Madrid?

AeroCITY currently only operates to and from Madrid Barajas Airport. However, the same company offers vehicle rental services with a driver under the “Ares Móbile” brand throughout Spain and in the most important cities in the world. Volver arriba

I need to be picked up outside the city of Madrid. Can I use the AeroCITY service?

This service offers extensive geographical coverage. However, if your pick-up or destination point is outside the area covered, our company also offers the “Ares Móbile” vehicle rental service with a driver, which has nationwide coverage. Volver arriba

What time do the vehicles leave the airport?

The AeroCITY service is not a regular service with predetermined departure and arrival times, but an “on-demand” service where the user decides when and where we are required to take him/her. Volver arriba

Will AeroCITY take me to the door of my hotel or home?

Yes, it is a “door to door” service, unless for reasons of vehicle accessibility it is not possible to reach the origin or destination of each service. Volver arriba

What are the reservation and service hours?

Reservations can be made 24 hours a day, 365 days a year. However, we recommend that you make your reservations as early as possible in order to guarantee service availability.
Our vehicles also provide services 24 hours a day, all year round. However, vehicle availability may be limited at night, so we would ask you to make your reservations as far in advance as possible. Volver arriba

How many and what size suitcases can I take?

The price includes transportation of one suitcase and one item of hand luggage per person. Each piece of additional luggage shall entail an extra charge to be paid directly to the driver. If more than one additional item per person is taken, or outsized luggage such as bicycles, surfboards, skis, etc., the “Express” service must be used. Volver arriba

Can I take animals?

Yes, provided that they are placed in the boot inside regulation baskets, size permitting. In this case, the “Express” service must be used. Volver arriba

What is the difference between the non-exclusive and “express” service?

Customers who take out the “Express” service enjoy exclusive use of the vehicle and a direct route to their destination. Alternatively, the non-exclusive service allows the vehicle to make up to a maximum of 3 stops on the way to the customer's destination, with the customer travelling in the vehicle with other customers with a similar origin and/or destination. Volver arriba

Where will I be picked up at the airport?

Customers with a prior reservation should contact our reservation centre on arrival at the airport, once they have passed through the customs area, if applicable, and collected their luggage. You can contact us by calling the freephone number 900 713 583 from any public telephone in the airport, or 91 747 75 70 from any other telephone. Our staff will be happy to give you exact instructions for you to contact your driver.
However, if you should have any problems calling these numbers, you can also go to our offices located in terminals T1, T2 and T4 of the airport from 7.30am to 1am.
If you would like our driver to wait for you with a sign with your name on it in the arrivals lounge for your flight, please make use of our “Ares Móbile” service at www.aresmobile.com. Volver arriba

What will happen if my flight is delayed?

You should let us know as soon as you find out about any delay so as to avoid any unwanted charges in this regard. Our reservation staff will take note of the delay and attempt to reorganise your pick-up. Volver arriba

How far in advance should I leave for the airport?

Our company follows the recommendations made by the AENA airport authority and the airlines in this regard. You should therefore arrive at the airport at least one hour before a domestic flight, and two or three hours before an international flight, depending on the destination.
The duration of the journey between your pick-up point and the airport will depend on the distance to be covered, the time and date of the service and whether it is a non-exclusive or “Express” service.
The pick-up times required by customers must always be confirmed by our company in order to ensure that you reach the airport in good time. Volver arriba

What if I need to cancel the service?

Customers who need to cancel a service should contact our reservation centre. You can contact us by calling the freephone number 900 713 583 from any public telephone in the airport, or 91 747 75 70 from any other telephone. We are at your disposal 24 hours a day. Volver arriba

How can I contact AeroCITY?

Visit our website www.aerocity.es for all the information you need. Volver arriba

What will happen if my plane is delayed?

If your plane is delayed, contact us by calling the freephone number 900 713 583 from any public telephone in the airport, or 91 747 75 70 from any other telephone. We are at your disposal 24 hours a day.
You can also go to our offices located in terminals T1, T2 and T4 of Madrid-Barajas Airport, which are open from 7.30am to 1am Volver arriba

What if there is a change in my reservation?

If you need to make a change to your reservation, contact our reservation centre. You can contact us by calling the freephone number 900 713 583 from any public telephone in the airport, or 91 747 75 70 from any other telephone. We are at your disposal 24 hours a day. Volver arriba

Can I change the destination location at the last minute, once I have arrived at the airport?

You can do this by contacting us on the freephone number 900 713 583 from any public telephone in the airport, or 91 747 75 70 from any other telephone Volver arriba

How far in advance should I make my reservation?

We recommend that you make your reservation as early as possible. Volver arriba

Are seats available for children under the age of XX?

We can provide you with children's seats when requested in advance. Volver arriba

What types of vehicle are used?

We have a wide range of vehicles and can provide you with people carriers and minibuses with different seating capacities, if necessary. Volver arriba

If there is a last-minute increase in the number of people that need the   service, how much notice do we need to give?

If there is an increase in the number of people travelling, we would ask you to contact us either on the freephone number 900 713 583 from any public telephone in the airport, or 91 747 75 70 from any other telephone, so that we can offer you a vehicle suited to your needs. Volver arriba

What would be the maximum number of passengers for using the Aerocity service? And when would the AresMobile service therefore have to be used?

With more than 7 people you would have to take out the Express service. For up to 14 people you would also use 2 Express services Volver arriba

Will the Aerocity service take me to any destination I choose?

The Aerocity service has some geographical restrictions. If your origin or destination point is outside the coverage area, you will have to use the ares mobile service. Volver arriba