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:
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:
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.