Law 10/2025 on customer service: implications for the air sector

On 27 December, Law 10/2025 on customer service was published in the Official State Gazette and entered into force the following day. It is the first nationwide, cross-sector regulation establishing minimum quality standards and new obligations regarding information, accessibility, complaint management, traceability of interactions, and evaluation and audit systems for customer service.
 

The law responds to the need to strengthen consumer protection and address structural shortcomings identified in essential sectors, while also aiming to harmonise criteria at a national level. Among its most relevant aspects is the obligation to ensure universal accessibility, with particular attention to vulnerable consumers, as well as adapting services to new digital and technological environments.
 

The law firm Augusta Abogados, AeroS partner, has carried out an in-depth analysis of the impact of this regulation, focusing on the challenges it poses for the air and tourism industries. Further information is available via the following link.