INTERVIEW TO MAR DORAO, HEAD OF THE USER SUPPORT SERVICE (SAU)

Madrid, January 21^st, 2022

The User Support Service (SAU) assists and informs air transport users about their rights, processes claims caused by denied boarding, class change, cancellation, or long delay of flights, or claims regarding compliance with the regulations on the rights of persons with disabilities or reduced mobility in air transport.

To understand how this service works, Mar Dorao, SAU coordinator at SENASA, explained in this interview to MEET OUR TEAM how this service started, the different situations they faced over the years -such as the avalanche of cancellations and incidents during the toughest months of the COVID-19 pandemic-, and how they managed to position this service for air transport passengers as one of the benchmarks in Europe.

Read here the complete interview.

Return to current affairs