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FAQ

Special Meals

Q. Can I order a kosher meal for my flight?

Aftr booking your ticket online, a kosher meal can be booked through the call centre 24 hours prior to departure. Kosher meals are available to book on Antwerp - London City and Antwerp - Manchester routes only.

Check in

Q. Can I check flight times and fare availability without booking?

Simply proceed as though you were booking a flight and stop at the page with the button "Confirm". You can consult flight and fare availability for CityJet flights scheduled between 24 hours and ten months from departure of your flight

Q. When can I check-in over the Internet?

You can choose your seat and print your boarding pass from 24 hours* prior to the departure of your flight.
You can check-in online:
| whether you are travelling with or without baggage
| for a direct flight or a transfer (except if you have to change airport): if you have a transfer, only one boarding pass will be issue for the whole of your trip.
| for your return flight, if this is within 24 hours of your departure
| for a different flight from the one you reserved if your fare tariff allows this
| for yourself and all passengers (up to 9 in total) who appear on your reservation file.

Q. What if I do not have a printer or my printer is not working?

If you cannot print your own boarding pass, you must collect it from a Self-Service Kiosk or the check-in counter at the airport prior to the Check-In Deadline for your flight.

Q. What is the latest time I can check-in at the airport?

* 15 minutes applies to handbaggage, please allow 30 minutes check-in time for checked baggage at London City Airport.
** Note that as from 3rd June, flights from Manchester to Antwerp will depart from terminal 2. Please allow 30 mins before your flight.

Q. Must I have to have an electronic ticket in order to check-in?

Yes. You can only use Internet check-in with an electronic ticket.
 
 
Q. What is the identifier number?

The identifier number is either the number of your electronic ticket or the number you gave when reserving your flight. This may be a Flying Blue card number, a credit or debit card number, a passport or identity card, or a driver's license number.

Q. Where can I find my electronic ticket number?

The 14 digits of your electronic ticket are printed on your trip reminder.

Q. Can I check-in with baggage?

Yes.
You can check-in on Internet even if you have checked luggage.
You may simply check this luggage at the "e-service - baggage drop-off" counter at the airport before the Check-In Deadline for your flight. If there is no "e-service - baggage drop-off" counter, then please go to the check-in counter for your flight.

Q. Can I check-in for my return flight at the same time as my outbound flight?

Yes, if this flight takes off within 24 hours of your outbound flight.

Reservations

Q. I have a problem with booking online, where can I get assistance?

Please contact the relevant CityJet call centre:

For Ireland & Great Britain:
Ireland: 01 8700 170
UK: 0871 666 50 50* 

* Please note: Calls for the UK cost 10p pence per minute from a BT landline. Calls from other networks and mobiles may vary.

For Europe:
Belgium: 03 287 80 80
France: 3654
Luxembourg: 49 33 95 
Netherlands: 0900 4 50 50 50
For all other countries: +32 (0)3 287 80 80

Contact us by E-mail: info@cityjet.com

Q. How will I know that my reservation is confirmed?

Your booking is confirmed as soon as you have hit the "confirm" button on the last stage of the booking process after you entered your credit card number. On the confirmation page you will receive a reservation number and your flight details are listed. You will also receive confirmation e-mail. For electronic bookings you will receive an additional "trip plan" e-mail.

Q. Is it possible to change/cancel my reservation after it has been confirmed?

If you wish to cancel your trip or make a change to your reservation, please call our Customer Care and Reservations Centre. This is subject to fare conditions (some bookings are non-changeable and non-refundable) and fees may apply. Please contact the relevant CityJet call centre:

For Ireland & Great Britain:
Ireland: 01 8700 170
UK: 0871 666 50 50* 

* Please note: Calls for the UK cost 10p pence per minute from a BT landline. Calls from other networks and mobiles may vary.

For Europe:
Belgium: 03 287 80 80
France: 3654
Luxembourg: 49 33 95 
Netherlands: 0900 4 50 50 50
For all other countries: +32 (0)3 287 80 80

Contact us by E-mail: info@cityjet.com



Q. Can I change the name on a ticket?

Name changes depend on the ticket fare rules

Q. I forgot to print my itinerary or reservation number. What do I do?

Details of the trip you booked including flight departure times and the confirmation number are listed on the last page of the booking process and in the confirmation e-mail you receive after completing the booking. These details are just for your own information and are not required to be presented at check-in. However, if you chose the e-ticket option, you will be required to present your personal identifier at check in. This can be your passport, credit card or frequent flyer card (this is specified during the booking process). If you require your flight details to be e-mailed to you again please ring the customer care and reservations centre: Reservation number: +353 1 8700170.

Q. Can I pre-book service for special needs online?

For passengers in need of special attention, services can be pre-booked by telephone. If you require wheelchair assistance or an unaccompanied minor service, please call our reservations to book.

Q. Can I fly one way in one class of service and return in another class?

If you purchase a round-trip ticket, you will fly in the same class of service on both ways. If you wish to fly in different classes on your outbound and inbound flights, you may purchase two one-way flights.

Online Payment and Ticket Questions

Q. Is it safe to use my credit card online?

Yes. The reservations system is located on a secure server that guarantees the safety of a transaction. The system uses SSL (Secure Socket Layer) encrypting technology. SSL works by encrypting all communications between your computer and our server so the information cannot be intercepted.

Q. What type of credit cards can I use to purchase my ticket online?

Our reservation system accepts credit card payments from Visa, MasterCard, Diners Club and American Express.

Q. My credit card was refused by the system. What should I do?

Verify that you have entered your credit number correctly, without any spaces, and that the expiry date respects the MM/YY format, for example, 12/05.

Q. What is an e-ticket?

The e-ticket is an electronic ticket. As opposed to the traditional paper ticket you will just specify a personal identifier (credit card, frequent flyer card or passport number) during the booking process and then be able to check in by only presenting this identifier and your passport. With electronic ticketing, you save time at check-in and enjoy carefree travel without looking for your ticket!

Q. Can I purchase an e-ticket for someone else?

When booking an electronic ticket, the passenger has to present the personal identifier (credit card number used in booking, Frequent Flyer card or passport number) that was entered in the booking at check-in. So make sure the person travelling has this personal identifier.

Baggage

From March 28th 2010, the following baggage allowance applies:

CityValue passengers may check in 1 piece of baggage weighing up to 23kg free of charge.
CityPlus passengers may check in 2 pieces of baggage, each weighing up to 23kg.

A heavy piece charge of EUR 100 will be charged when exceeding the 23kg allowance.

Remember - CityJet NEVER charge for you to check-in your bags up to your allowed limit.

Note: A weight limit of 32kg applies on any individual item of checked baggage.

Air France-KLM connecting flights:
If you have a connecting flight with Air France-KLM, you can find out what your exact baggage allowance is by checking the handy baggage allowance calculator on www.airfrance.ie or www.airfrance.co.uk 

If your final destination is classified as long haul you are permitted to carry 1 baggage item free of charge subject to a maximum weight per item. For each bag weighing more than 23 kg and less than 32 kg*, a set sum will be charged: |100 from Europe, 100 USD from elsewhere**, or the equivalent in local currency

More than 1 bag, (excluding Flying Blue benefits): Voyageur (AF) and Economy (KL) cabins: 2nd bag for |55 from Europe and 55 USD elsewhere** Additional bags: |200 or USD per bag.

In other cabins, baggage that exceeds the baggage allowance: |200 from Europe, 200 USD elsewhere** per bag, or the equivalent in local currency Air France and KLM offers 20% discount excess baggage charges for customers who check in online (e.g.: |44 instead of |55 / |160 instead of |200)

* Over 32kg: cargo transport
** Special cases: from Canada 100 CAD – 55 CAD – 200 CAD
Sports Equipment (skis, surfboard,music instrument if reasonable size etc) is considered as normal baggage and is thus included in the set allowance. An additional piece is charged at the additional piece rate as per the table above. One piece of golf equipment per person is carried free of charge in addition to the set allowance (maxi weight 23 kg).

Exception : Surfboards measuring more than 107 cm, scuba tank and oversize bag >158cm (= sum of 3 dimensions) : 70€ fee is charged per piece.

A bike should be properly packed and is considered as 1 piece of 158 cm regardless the actual size. Bikes are included in the free baggage allowance. When exceeding the free allowance the normal excess baggage charge applies: 55€ per bike as 2nd piece, 200€ per bike as 3rd/4th piece.
 
Sporting Equipment (including but not limited to golf clubs, bicycles, surf boards, skis), must be properly protected for carriage in the aircraft hold.

Q. I am travelling with an infant what is my baggage allowance?

Infants, under the age of 2, benefit from 10kg baggage allowance, free transport of a stroller and a cabin bag.