Esther VEGA

Legal technician for passenger rights and liability claims under the alternative dispute resolution (ADR) for the Spanish Aviation Safety and Security Agency (AESA).

• My role involves providing technical support for the resolution of cases under Regulation (EC) No 261/2004. This includes analyzing passenger complaints, reviewing documentation to ensure compliance with European aviation regulations, and facilitating alternative dispute resolution processes.
• Ensured timely resolution of customer inquiries related to their claims.
• Achievements:

- Translation of several documents, templates, standardized responses, and COVID regulations related to air transportation incidents.

- Successful translation of ADR-related forms and documents.

- Specialization in complaints of the Iberia Group.

- Collaboration in the implementation of ADR.

Support for the Study and Analysis Commission of Air Traffic Incident Notification, CEANITA, belonging to the Evaluation, Safety, and Internal Technical Audit Directorate (DESATI), AESA.

• Reviewed files, records, and other documents to obtain information or respond to requests. Directed the organization of records linked to air navigation operational manuals, partnership charts, and related documents. Supported SNS using the Eccairs database.
• Achievements:

- Translated investigation files with written implementations to airlines and ACC.

- Designed innovative processes to optimize document handling, boosting weekly file output by 20%.

- Managed yearly report recommendations publication on AESA's website.

• Airport Customer Service Agent.
• Ensured timely resolution of customer inquiries related to their claims.
• Performed troubleshooting activities when necessary in order to resolve any customer issues quickly and efficiently.
• Ensured compliance with applicable laws and regulations related to customer service operations under Regulation EU No. 261/2004.

• Airport Customer Service Agent
• Resolved issues related to cancellations, delays, and overbooking using effective interpersonal skills. Ensured compliance with applicable laws and regulations related to customer service operations under Regulation EU No. 261/2004.
• Responded quickly to emergency situations by following appropriate protocols.
• Ensured timely resolution of customer inquiries related to their claims.
• Performed troubleshooting activities when necessary in order to resolve any customer issues quickly and efficiently.
• Coordinated with parties to assist authorities upon their arrival at the airport.