FAQ Section

Q. Who should I contact about my flight?

A. 

Flight numbers beginning with "WX": CityJet operated scheduled services under the "CityJet" brand using flight numbers beginning with "WX" until 28 October, 2018.  These flights were covered by all relevant legislation regarding the carriage of passengers, for which CityJet was responsible.  If you were a passenger on one of these flights and wish to contact CityJet, you should do so using the Customer Support form on the Contact Us page. 

All other flights: Today, CityJet performs flights on behalf of customer airlines under "wet lease" agreements which mean that CityJet provides the aircraft and crew for these flights and also the aircraft maintenance and insurance cover. These flights fly under a flight number of the customer airline, e.g. "SK" for SAS Scandinavian Airlines. When a passenger is booked to fly on such a flight, the contractual relationship is between the passenger and the airline on whose network the flight is performed, generally the airline on which the passenger is ticketed. As such, any contact from the passenger regarding the flight experience, booking (future or historic) or indeed disruption can only be managed by the airline on whose network the flight is performed, not by CityJet.  Thus passengers should contact this airline directly as CityJet cannot process or engage in any dialogue with passenger regarding flights we fly on behalf of our customer airlines.   

Q. What is your policy on Flight Disruptions

A.

When operating flights under its flight code (flight number beginning with "WX"), CityJet manages all flight delays, cancellations and denied boarding cases in compliance with EC Regulation No. 261/2004.

You are entitled to compensation as laid out in the ‘Right to Compensation’ section if your flight is cancelled except when:

  • You are notified of the cancellation at least 2 weeks in advance of the scheduled time of departure; or
  • You are informed of the cancellation less than 7 days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival; or
  • (in respect of any ‘Right to Compensation’) we can prove that the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken by CityJet, including but not limited to political instability, safety and security reasons, weather disruption, labour disputes or failure or delay of air traffic control facilities.

Where flights are operated under a wet lease agreement on behalf of a customer airline, all complaint and compensation matters are managed by that airline, not CityJet. Thus all dialogue in such circumstances should be between the passenger and the airline on which they are ticketed.

Q. Do I have a Right to Compensation

A.

Where CityJet has responsibility for compensation and you were involuntarily denied boarding or your flight was cancelled, you are entitled to receive the following amounts from CityJet:

  • € 250 in respect of all flights of 1,500km or less; or
  • € 400 in respect of all intra-EU flights of more than 1,500km, and for all other flights between 1,500km and 3,500km.
  • If we offered you re-routing on an alternative flight and the arrival time of the re-routed flight did not exceed the scheduled arrival time of the flight booked:
    • by two hours, in respect of all flights of 1,500km or less; or
    • by three hours, in respect of all intra-EU flights of more than 1,500km, and for all other flights between 1,500km and 3,500km the compensation set out above will be reduced by 50%

Where flights are operated under a wet lease agreement on behalf of a customer airline, all complaint and compensation matters are managed by that airline, not CityJet. Thus all dialogue in such circumstances should be between the passenger and the airline on which they are ticketed.