Written Complaints

The User must address the complaint to the General Management and submit it through any of the channels LAP provides to receive complaints. The complaint must clearly and briefly express the object of the complaint, the facts, and the arguments supporting it, complying with the following requirements:

Full name, address (physical or electronic), and identity document (type and number of the document) of the complaining User.
Information about the legal representative, attorney, and agent, if any.
Identification and precise description of the complaint (indicating the requested claim), as well as its supporting grounds.
Evidence supporting the complaint.
Place, signature, or digital fingerprint of the complaining User or their representative, and the date of the complaint.
Simple copy of the document that accredits the representation.

In all cases, the User must comply with the requirements established in section 10.1 of LAP's Complaint Handling Regulations.

Telephone Complaints

The User must contact the phone number published by LAP on its website and clearly and briefly express the object of the complaint, the facts, and the arguments supporting it, considering the following:

If the User is acting on behalf of a third party, they must expressly state so.
If the complaint is supported by one or more pieces of evidence, they must be submitted to LAP within the same period.

Procedures

International Arrivals