Where do you complain at a Peruvian airport? Airline, airport operator, Indecopi or Ositrán

Two different companies in the same building

At an airport there are at least two companies serving you, and each answers for its own part.

• The airline sells you the ticket and flies you. Ositrán calls it an intermediate user (usuario intermedio): its Users Regulation defines this as whoever «utiliza la ITUP para brindar a terceros servicios de transporte» (uses the infrastructure to provide transport services to third parties) and expressly names «las líneas aéreas» (airlines).
• The airport operator, the entidad prestadora, runs the terminal and its services. At Jorge Chávez International Airport it is the concession holder Lima Airport Partners S.R.L. (LAP), which is the company that submits to Ositrán, for example, the car park rules.

You are the end user (usuario final). Ositrán’s Users Regulation (Res. 035-2017-CD-OSITRAN) applies to transport infrastructure under Ositrán’s remit, airports included. But its article 2 says it does not apply «a las relaciones entre Usuarios Intermedios o entre estos y Usuarios Finales, las mismas que son reguladas de acuerdo a lo establecido en el Código Civil y en la Ley Nº 29571, Código de Protección y Defensa del Consumidor, según corresponda» (to relations between intermediate users, or between them and end users, which are governed by the Civil Code and Ley 29571, the Consumer Protection Code, as applicable).

In plain terms: what happens between you and the airline is not Ositrán’s business. It is a consumer relationship, and the consumer authority is Indecopi.

Who handles what

What you can complain to the airport operator about

Article 33 of Ositrán’s complaints regulation (Res. 019-2011-CD-OSITRAN) lists the matters you can raise with the entidad prestadora. Among them:

• billing and charges for use of the infrastructure;
• the quality and timely provision of the services it is responsible for;
• damage or loss caused by the operator’s negligence, incompetence or fraud;
• anything that limits your individual access to the services;
• defects in the information on charges or service conditions.

Accessibility has its own rule. Article 19 of the Users Regulation says «las Entidades Prestadoras deberán adoptar las medidas de accesibilidad para personas con discapacidad, mujeres embarazadas y adultos mayores en las infraestructuras a su cargo» (operators must adopt accessibility measures for people with disabilities, pregnant women and older adults in the infrastructure they run), in line with Ley 28735.

And you have a right to information. Article 7, literal a), says users must receive «información, adecuada, veraz, oportuna y detallada sobre los servicios» (adequate, truthful, timely and detailed information about the services). You exercise that right with the operator and, if it fails, with Ositrán.

How and where to complain to the operator

Article 45 of the Users Regulation says: «Es obligación de toda Entidad Prestadora contar con un Libro de Reclamaciones físico y/o virtual» (every operator must have a physical and/or virtual complaints book). If it is virtual, it must be easy to reach on its website.

Article 44 adds other channels: in writing at the operator’s mesa de partes, through the phone line each operator must have, and by electronic means.

The deadlines are in Ositrán’s complaints regulation:

• To file the complaint: «dentro de los 60 (sesenta) días de ocurrido el hecho o de conocido éste» (within 60 days of the event or of learning of it) (art. 36). The article does not say whether these are business days.
• For the operator to resolve it: a maximum of 15 business days. For a complex complaint it can extend this to 30 business days by a reasoned decision (art. 41).
• If it doesn’t answer: «se aplica el silencio administrativo positivo» (positive administrative silence applies) (art. 41).
• To appeal: 15 days from notification of the answer (art. 59). The appeal is filed with the same operator, which sends it up to Ositrán’s Tribunal for Dispute Resolution and Complaints (Tribunal de Solución de Controversias y Atención de Reclamos). The Tribunal reviews in second and final administrative instance (art. 10).

Besides a complaint, anyone can file a denuncia with Ositrán, through its Gerencia de Atención al Usuario, over an operator’s breach of its legal or contractual obligations (art. 48 of the Users Regulation). A complaint (reclamo) seeks to resolve your case. A denuncia tells Ositrán about a breach.

What Ositrán does not handle

Ositrán’s complaints regulation excludes three things from its scope in article 2, numeral 2. Two matter to you:

• «Los reclamos de usuarios sobre materias que por mandato legal, son de competencia directa de INDECOPI» (users’ complaints on matters that by law fall directly to Indecopi).
• «Los reclamos o controversias entre usuarios intermedios o finales» (complaints or disputes between intermediate or end users).

So if your complaint is with the airline — the delay, the cancellation, the overbooking, the bag, the refund or the ticket transfer — Ositrán is not the route. Complain to the airline in its libro de reclamaciones. The business has 15 business days to answer what you write in its complaints book. If it doesn’t fix it, go to Indecopi.

Indecopi at the airport

Indecopi announced on 24 March 2026 that it «mantiene activo el WhatsApp Aeropuerto: +51 985 197 624» (keeps its Airport WhatsApp line active). According to the same note, «este servicio gratuito funciona las 24 horas del día, los siete días de la semana» (this free service runs 24 hours a day, seven days a week). It also has an office at the new Jorge Chávez International Airport, on the first level, next to the domestic departures exit.

If you want Indecopi to step in formally, there are two routes: Reclama Virtual, to try to reach a solution with the airline, or a denuncia, if you want a sanction. The differences are explained in reclamo, queja or denuncia.

And the civil aviation authority

Ley 32325 assigns the sanction to the civil aviation authority when an airline refuses to transfer a ticket. It is the only case we confirm on this page where a law expressly assigns it a sanction on the passenger’s behalf. As explained on that page, as of 11 October 2026 we had not found the regulation adapting that sanction. We found no channel of that authority for passenger complaints, so for your own case the practical route remains the airline, then Indecopi.