Terms and conditions
1. Identification for Travel / Travel Documents
It is the responsibility of each passenger to present valid required travel documentation and visas that comply with all laws, regulations, orders, demands and travel requirements of countries to be flown from, into, or through which you transit.
Prior to travel, you must present all exit, entry, health and other documents required by law, regulation, order, demand or other requirement of the countries concerned, and permit us to take and retain copies thereof. Cityjet reserves the right to refuse carriage if you have not complied with these requirements, if your travel documents do not appear to be in order, or if you do not permit us to take copies thereof.
All passengers on Cityjet flights are required to present official identification documents (passports or national identification document) at check-in and/or at the gate. This is required in order to allow our staff to verify that the passenger who is booked on the flight is actually the passenger who is checking in, and that he/she is in possession of the documents required by immigration services.
You are responsible for obtaining all required travel documents and visas and for complying with all laws, regulations and travel requirements of countries to be flown from, into or through which you transit.
Failure to present the required documentation will result in passengers being refused travel without refund. Substitute documents will not be accepted.
All passengers using on-line check-in facilities must have valid photo ID. Passengers must present valid photo-ID at check-in for all flights and Domestic flights within the UK.
All passengers (including UK citizens), travelling to/from the UK require a valid passport, a UK ID card will be refused at check-in.
Citizens of Ireland must carry some form of official photo identification. The following forms of photo identification are acceptable:
- Valid Passport
- Drivers licence with photograph
- National ID card / Government issued photo ID cards
Citizens of countries other than Ireland and the UK must produce a valid passport and visa where applicable, for travel between Ireland and the United Kingdom.
For travel between all other countries, including Schengen, the following are accepted:
- Valid passport
- Valid national ID with photo
- Children under the age of 16 (including infants) must have their own passport or ID Card unless they are included on the passport with whom they are travelling
Note: Schengen Agreement:
The Schengen Area is a group of twenty-five European countries which have abolished all border controls between each other. All EU members except Ireland and the United Kingdom are required to implement Schengen. Implementing the Schengen rules involves eliminating border controls with other Schengen members while simultaneously strengthening border controls with non-member states.
A passport or an EU approved national identity card should always be carried when travelling, since identity checks can be done at places like airports and hotels and by the police. This depends on national rules and varies between countries. Occasionally, regular border controls are used between Schengen countries.
Certain items are not permitted for carriage in checked or unchecked baggage. These are listed below under the details of "Dangerous Articles in Baggage".
Do not accept any item given to you by a third party.
2. Baggage Information
2.1 Checked Baggage:
From 1st November 2012, the following hold baggage allowance applies
For baggage pricing table please click here
Your baggage allowance corresponds to the maximum weight and number of baggage items that you can transport in the hold.
You can purchase your additional baggage allowance:
- when purchasing your ticket online - at any time after purchasing your ticket and up to 30 hours before your flight in "Manage My Booking” - when checking in online
CityValue and CityFlex passengers may check in 1 piece of baggage weighing up to 23kg free of charge.
CityPremium passengers may check in 2 pieces of baggage, each weighing up to 23kg.
An additional charge of EUR 70 may be charged when exceeding the 23kg allowance.
Note: A weight limit of 32kg applies on any individual item of checked baggage
2.2 Dimensions, number of bags and weight
All baggage you do not check in but take with you in the the cabin is called hand baggage. You can stow this baggage in the overhead baggage compartment or under the seat. Flights operated by CityJet aircraft have limited storage space in the cabin, and so we may ask you to put your hand baggage in the hold. We advise you to minimise your hand baggage as much as possible.
CityJet Charter flights
Different baggage rates and charges may apply for charter flights, please consult your tour operator for details.
When checking in, a destination label is affixed to each baggage item. Receipts for these labels are then given to you. Make sure that the label indicates the correct destination, the correct flight number, and that your baggage is checked in all the way to your final destination if you have connecting flights. Keep your baggage label receipts safe. This measure means any lost baggage items can be found more easily.
CityJet does not accept responsibility for any damage caused to or as a result of damage caused to the following items: - Items that protrude from luggage such as wheels, luggage feet and handles - Items of a fragile (musical and sporting equipment) or perishable nature - Over packed bags - Loss of external locks, zips, pull straps or security straps - Manufacturer's defects - Baggage accepted after the check-in closure time. - Baggage containing valuable items. - Designer Baggage- Umbrellas. - Child's pushchair/buggy.
Any minor damage to such items which does not affect the functionality of the item will not be compensated for. The passenger will be deemed to have accepted the risk that such minor damage can and may occur. These items are only carried on a limited release basis; (ie. Entirely "at your own risk" for loss, damage or delay). Passengers should ensure that they have suitable private insurance cover for their journey.
For sporting equipment including golf bags see 2.6 below.
Try to use hard-shell baggage, and always lock it.
Fragile Items:Passengers must ensure that all fragile items (including but not limited to Sports Equipment, Musical Instruments, Computers / Laptops, Art, Infant Equipment, paintings, bottles, china, etc are packaged adequately for Air Travel. Should an item be deemed to be unsuitably packaged CityJet can refuse to accept it.
Valuables:CityJet accepts no responsibility for any of the following items included in Checked Baggage; money, jewellery, valuable / designer items, cameras, computers, keys, mobile phones (must be switched off), personal electronic devices (such as iPods, / mp3 players / PDA's etc), medication, ID papers, passport, important documents, etc. These items are carried on a limited release basis; (ie. "at your own risk" for loss, damage, or delay). Passengers should ensure that they have suitable private insurance cover for their journey.
Passengers should not check-in essential items such as car keys or medicine that is required within 24 hours. These items should be carried in hand-baggage.
Upon Arrival All baggage items look alike! Take the time to check that you are reclaiming your own baggage items by:- checking your name- comparing the label number affixed to your baggage with the number on the receipt you were given at check-in.Upon arrival, remove the previous destination address labels so as to avoid any confusion the next time you travel.
2.3 Infant Equipment:
Infant Equipment including but not limited to prams, buggies, cots, and car seats are not designed for carriage by air. It is possible to carry such items to the aircraft and such items will be loaded as checked baggage at that time. CityJet carries such items on a 'Limited Release' (i.e. entirely 'at your own risk' for loss, damage, or delay) basis. Passengers should therefore ensure that they have suitable private insurance cover for their journey. Infants, under the age of 2, benefit from 10kg baggage allowance, free transport of a stroller and a cabin bag.
Checked baggage allowance table for infants / children
Checked baggage allowance
Infant <2 years NOT OCCUPYING a seat
+ 1 collapsible stroller (1)
+ 1 car seat (2)
Infant <2 years OCCUPYING
Same allowance as an adult based on cabin of transport
a seat & Child (<12 years)
+ 1 collapsible stroller irrespective of weight (1)
+ 1 car seat (2)
For the comfort and safety of all passengers CityJet must restrict cabin baggage to one piece per passenger of maximum 12kg, check dimensions below, and one personal item: a handbag/purse or a briefcase or a camera bag or a laptop.
Cabin/Hand baggage may be labelled at check-in and must weigh under 12kgs in total. This allowance is subject to restrictions and conditional on operational constraints on the day of travel, it may be necessary to place cabin baggage in the aircraft hold. Please be aware for flights arriving into London City Airport due to Health & Safety regulations CityJet are unable to return the bag at the aircraft steps it will be delivered on the baggage carousel in the arrivals area.
Cabin / Hand baggage must be small enough to fit in an overhead compartment or under your seat. Cabin baggage that exceeds the dimensions and maximum weight allowed or will not fit under the seat or in an overhead compartment will not be accepted in the passenger cabin and must be carried in the aircraft hold as checked baggage.
Hand baggage must comply with the following dimensions to qualify as acceptable for transport in the aircraft cabin:
Avro RJ85 aircraft, hand baggage dimensions: 55cm length x 35cm height x 25cm width.
Fokker 50 aircraft, hand baggage dimensions: 47.5cm length x 35cm height x 20cm width.
Wheels and handles must be included in the total dimensions.
Governments and Airport Authorities have directed that for security reasons, all knives, sharp objects or cutting implements of any kind whether metal or otherwise and some sporting goods must be placed in your checked baggage.
'Sporting goods' include but are not limited to: sporting bats, snooker cues, hurley or hockey sticks, tennis rackets and catapults. If you are carrying any such item, they must be packed in your checked baggage.
2.5 Cabin/Hand Baggage Security regulations:
As per EC Regulation 1546/2006 only very small quantities of liquids and gels may be brought through passenger screening. Containers must be no more than 100 millilitres capacity and held in a transparent re-sealable plastic bag (which must be sealed). Bags must be less than 1 litre capacity (approx. 20cm x 20cm). 1 plastic bag is allowed per passenger. Medicines, Special Diet Products and Baby Foods are allowed if essential for use during the trip and passengers may be asked to prove that these products are genuine. For more information check 2.6
2.6 Sporting Equipment:
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 if applicable (see 2.1).
Exception : Surfboards measuring more than 107 and 200cm, scuba tank and oversize bag >158cm (= sum of 3 dimensions) : €75 fee per piece on all CityJet operated flights.
Sporting Equipment (including but not limited to golf clubs, surf boards, skis), must be properly protected for carriage in the aircraft hold.
A bicycle should be properly packed and is considered as 1 piece of 158 cm regardless the actual size. (Bicycles and tandems will be charged at €55 for all CityJet flights)
A bicycle should be properly packed, and due to aircraft restrictions we request that you inform us of your intention to bring a tandem bike when you make your reservation.
(*For operational reasons, restrictions may apply for groups, who are strongly advised to contact CityJet Customer Care in advance of travel. We reserve the right to modify at any time our policy on carriage of golf clubs and other sporting equipment.)
FREE* (if within checked bag allowance)
Golf bag(outside of checked bag allowance)
€45 call centre or €70 at Airport
*Golf Equipment is carried free of charge within the free baggage allowance, otherwise fees are charged as above.
3. Carriage of Infants
Infants under the age of 2 years may fly on CityJet flights provided that they sit on an adult's lap (one infant per adult), restrained with an infant seatbelt. A fee is charged per sector. Approved car seats are allowed for the carriage of infants in the cabin of the aircraft, a seat must be booked for the infant. A maximum number of infants are allowed per flight and aircraft type under our authorised conditions of carriage. If the infant reaches the age of 2 years prior to the return journey they must pay the applicable fare, taxes, fees and charges for all of the journey.
4. Carriage of Unaccompanied Minors
On all CityJet operated services unaccompanied minors are accepted for travel from the age of 5 through 14 years inclusive. A fee is charged per sector. Please contact us to make your reservation.
Please download the UM forms required and print prior to arrival at the airport:
UM Direct flight
UM Connection flight
Age of Minor
CityJet sells the optional UMNR service on all scheduled flights. A fee will apply to this service and is payable at the departure airport.
A maximum number of mandatory unaccompanied minors (5-12 inclusive) are allowed per flight and aircraft type under our authorised conditions of carriage.
There is no quota defined for optional minors (13-17 inclusive) on CityJet operated flights.
5. Carriage of Young Persons
CityJet will not be responsible for, or provide any special assistance to these passengers and a corresponding Form of Indemnity must be signed by a parent/guardian at the point of departure. Without a completed Form passengers may be denied boarding. Young passengers aged 12 -17 inclusive who wish to avail of the Optional Unaccompanied Minor service may do so for an additional fee. Please contact us.
Please be aware that passengers under the age of 16 years will need their own passport to travel unless they are named on their parents' passport and that parent is travelling with them. Unaccompanied young persons may not escort minors aged 5-14. Children aged 2-14 must be accompanied by an escort of at least 18 years (unless the person is the Father, Mother or legal guardian of the infant).
6. Travelling to the UK with children
This page explains why we may ask you questions when you arrive at the UK border with children. It includes information to help you plan ahead when you travel with children, to avoid being delayed.We have a duty under Section 55 of the Borders, Citizenship and Immigration Act 2009 to safeguard and promote the welfare of children. We take this duty very seriously and work to protect vulnerable children and those who may be trafficked.
If you are travelling with a child (under 18) and are not the child's parent, or may appear not to be the parent (for example, if you have a different family name), we may ask you a few questions about your relationship with the child. Before we allow children to leave the UK border, we want to find out their relationship with the adults who are travelling with them or meeting them on arrival. We will always do this as quickly and sensitively as possible. We do not want to delay your journey any longer than necessary.
These checks do not affect the right to freedom of movement for UK and other EEA citizens.
Please click here for more information.
7. Special Assistance
Acceptance for carriage of passengers requiring special assistance; incapacitated persons, persons with illness or other people requiring special assistance is subject to prior arrangement with us.
Passengers with disabilities who have advised us of any special requirements they may have at the time of ticketing, and been accepted by us, shall not subsequently be refused carriage on the basis of such disability or special requirements.
Passengers requiring medication for any condition must ensure that they keep sufficient amounts upon their person for the duration of each flight in case it is required at any time.
Passengers are required to advise the airline in advance of travel if any assistance is required. Please click here to contact us regarding your booking.
8. Wheelchair Assistance & Reduced Mobility
CityJet accept without charge the carriage of wheelchairs and mobility devices subject to certain conditions.*Please contact us regarding your booking.
*PLEASE NOTE: If you are travelling between Dundee and London City, unfortunately due to the operating aircraft type - the Fairchild Dornier 328 - we are unable facilitate passengers who require assistance to descend or ascend the aircraft steps and to get to their seat on board the aircraft. This is due to health and safety reasons relating to the accessibility on the aircraft. The aircraft type for a particular route is displayed in the online booking process in Step 2 'Flights', under the heading 'Flight Details'. Alternatively, please do not hesitate to contact our Call Centre for further assistance so our staff can assist in recommending the most suitable alternatives for your travel plans.
When booking on-line passengers requiring wheelchair assistance are asked to verify by telephone with our Call Centre the exact nature of the assistance required, whether or not they are bringing their own wheelchair with them, the type of wheelchair or battery powered mobility aid to be carried and the weight/dimensions of such items.
FOR VERIFICATION OF THE CARRIAGE OF WHEELCHAIRS/MOBILITY AIDS AND TO ENSURE THAT OUR AUTHORISED CONDITIONS OF CARRIAGE FOR PASSENGERS WITH SPECIAL REQUIREMENTS IS NOT EXCEEDED PLEASE Contact CityJet Reservations at LEAST 72 HRS PRIOR TO DEPARTURE. FAILURE TO DO SO MAY RESULT IN THE NON-ACCEPTENCE FOR TRAVEL.
9. Extension Seatbelts
Seat Belt extensions are available on all our aircraft. Passengers must advise Cabin Crew if they require a seat belt extension when boarding the aircraft. The seat belt extension cannot be pre-booked. Passengers requiring a seat belt extension will be prohibited from sitting at an exit row.
10. Medical Equipment
Limitations and restrictions apply per aircraft type.
Passengers are not permitted to carry their own portable oxygen bottles (with stored oxygen) on CityJet aircraft either in the cabin or in the hold.
Portable Oxygen can be provided by CityJet to passengers free of charge(*) by prior arrangement, please contact us at least 72 hours before departure.
Passengers who wish to carry a portable oxygen concentrator(*) for use onboard our aircraft, are permitted to carry:
AirSep FreeStyle 5
Oxus (or Delphi) RS-00400
Evo Central Air
Invacare XPO2, XPO100, XPO100B
DeVilbiss Healthcare iGO
Innova Labs (or International Biophysics)LifeChoice (or LifeChoice Activox)
Inogen One G2
Inogen One G3
OxLife Independence Oxygen Concentrator
Precision Medical Easypulse Portable Oxygen Concentrator
(*) Only available on AvroRJ 85 operated flights.
**** For Fokker 50 aircraft ****
Approval required from the carrier operating the flight: VLM A medical certificate is required to show that the oxygen is required to ensure suitable medical conditions during the flight.
11. Travelling while Pregnant
For the safety and comfort of all pregnant women travelling by air, CityJet has introduced the following regulations:
Pregnant women can be accepted for travel up to the end of the 8th month (36 week) of pregnancy. Flight during the 9th month is not recommended except under exceptional circumstances and only with written medical approval. Travel during the 9th month is at the discretion of the relevant station manager. Pregnant passengers are not to be seated in Emergency Exit seats.
12. Travelling with Animals
Live animals are not accepted on flights to/from Ireland and Great Britain, either in the hold or in the cabin with the exception of service dogs.
A guide dog may travel in the cabin if it accompanies a passenger who is dependent upon it and if it is properly harnessed. A minimum of 72 hours notice is required.
13. Use of Electronic Devices
Portable Electronic Devices (PED) include any kind of electronic device brought on board the aircraft by a passenger such as a tablet, a laptop, a smart phone, ane-reader or a MP3 player.
A hand held PED is considered to be a device is one that can be held comfortably in one hand. Larger PED are devices such as Laptops, weighing over 1kg. On all CityJet flights, you can use your smart phone and tablet in 'flight mode' during the entire flight. You can also use your laptops in 'flight mode' (wireless connectivity turned off) during the cruising phase of the flight, but not during boarding, take off and landing. If your device(s)does not have Safe/Flight Mode as an option, or you cannot deactivate any wireless transmissions, they must be powered off after the doors have closed for departure, for take-off, cruise, approach until after landing. The Commander of the flight may request at any stage to have all the PEDs switched“OFF” at any stage of the flight.
14. Check-in & Boarding Information
At the check-in desk you must present a valid electronic ticket, with correct flight, date and name, and correct ID documentation. You should also possess all required visas or permits to leave/enter your point of origin and destination. If travelling on an international passport and needing an entry visa for its destination, you will be asked to wait a few minutes so that a mandatory photocopy of the passport and visa can be made, to be held on file for two weeks.
Please note that a residence permit or driving licence is not a valid form of identification. Please keep in mind that we also have weight and size restrictions concerning hand baggage.
Please allow enough time to catch your flight. Normally check-in counters will open 90 minutes before departure on international flights and 60 or 90 minutes before departure on domestic flights.
*CityJet passengers can check in 15 minutes before the flight is due to depart with hand luggage and 30 minutes before with checked-in luggage.
This table shows the check-in closing times per airport
London City Airport
15 mins (when travelling with hand luggage only)
15. Online Check-in
Passengers can check-in online from 30 hours up to 3 hours prior to flight departure on www.cityjet.com
16. Right to refuse Carriage
In the reasonable exercise of our discretion, we may refuse to carry you or your baggage if we have notified you in writing that we would not at any time after the date of such notice carry you on our flight. In this circumstance you will be entitled to a refund.
We may also refuse to carry you or your baggage if one or more of the following have occurred or we reasonably believe may occur:
(a) Such action is necessary in order to comply with any applicable government laws, regulations, or orders;
(b) The carriage of you or your baggage may endanger or affect the safety of the aircraft, or the safety, health, comfort of other passengers or crew;
(c) Your mental or physical state, including your impairment from alcohol or drugs, presents a hazard or risk to yourself, to passengers, to crew or to property;
(d) You have committed misconduct on a previous flight and we have reason to believe that such conduct may be repeated;
(e) You have refused to submit to a security check on you or your baggage.
(f) You have not paid the applicable fare, taxes, fees or charges;
(g) You owe us any money in respect of a previous flight owing to payment having been dishonoured, denied or recharged against us.
(h) You do not appear to have valid travel documents, may seek to enter a country through which you may be in transit, or for which you do not have valid travel documents, destroy your travel documents during flight, refuse to surrender your travel documents to the flight crew, against receipt, when so requested or refuse to allow us to photocopy your travel documents.
(i) You presented a ticket that has been acquired unlawfully, has been purchased from an entity other than us or an authorised agent, or has been reported as being lost or stolen, is a counterfeit, or you cannot prove that you were the person named in the ticket.
(j) You failed to observe our instructions with respect to safety or security.
(k) You have used threatening, abusive or insulting words towards our ground staff or crew of the aircraft.
(l) You have deliberately interfered with a member of the crew of the aircraft carrying out their duties.
(m) You have made a hoax threat relating to bombs, biological or chemical weapons.
(n) You have put the safety of either the aircraft or any person in it in danger.
(o) You have committed a criminal offence during the check in or boarding process or on board the aircraft.
If we have, in the reasonable exercise of our discretion under this Article refused to carry you on the basis of any of the above, or have removed you en route, we may cancel the remaining unused portion of your ticket and you will not be entitled to further carriage or to a refund in respect of the sector(s) covered by the ticket. We will not be liable for any consequential loss or damage alleged due to any such refusal to carry or your removal en route.
17. Conduct Onboard our Aircraft
You are not permitted to smoke in any part of an aircraft operated by CityJet.
You are not permitted to consume your own alcohol aboard an aircraft. We reserve the right to refuse to serve or sell alcohol to any passenger on board the aircraft.
For safety reasons, we may forbid or limit operation aboard the aircraft of electronic equipment, including but not limited to cellular telephones, laptop computers, portable recorders, transmitting devices, radio controlled toys or walkie-talkies, CD players, iPods or other similar items, electronic games devices and portable radios.
Operation of hearing aids and heart pace makers is permitted.
If, in our reasonable opinion, you conduct yourself aboard the aircraft so as to endanger the aircraft or any person or property on board, or obstruct the crew in the performance of their duties, or fail to comply with any instructions of the crew including but not limited to those with respect to smoking, alcohol or drug consumption, or behave in a manner which causes discomfort, inconvenience, damage or injury to other passengers or the crew, we may take such measures as we deem reasonably necessary to prevent continuation of such conduct, including restraint. You may be disembarked and refused onward carriage at any point, and reported to the relevant authorities with a view to having you prosecuted for any criminal offences committed on board the aircraft.
If as a result of your behaviour we divert the aircraft for the purposes of offloading you, you must pay us the costs of the diversion and any fines or penalties imposed on the airline by the government of the country to which we have diverted.
18. Schedule changes, Flight Cancellations, Rerouting, Weather Disruptions
18.1 Schedule Changes
If your flight is rescheduled by more than 5 minutes earlier or 10 minutes later than the original flight time we will endeavour to contact you (via phone or email ) using the details presented to the airline or authorised agent at the time of booking. The flight times shown in timetable may change between the date of publication and the date you actually travel. We do not guarantee them to you and they do not form part of your contract with us.
18.2 Flight Cancellations
If we cancel a flight we will endeavour to contact you in advance (via phone or email) through the contact details presented to the airline or authorised agent at the time of booking. We shall act in accordance with the Montreal Convention and EC regulation 261/2004 and except as otherwise provided therein and subject to Article 6.2.4, we shall at your option; 6.2.1 carry you at the earliest opportunity on another of our scheduled services on which space is available without additional charge and, where necessary, extend the validity of your ticket or:
- Within a reasonable period of time re-route you to the destination shown on your Ticket by our own services or those of another Carrier, or by other mutually agreed means and class of transportation without additional charge or
- Make a refund in accordance with the provisions of Article 9.
- When a flight is cancelled the options outlined in Article 6.2.1 through to 6.2.3 are the sole and exclusive remedies available to you and we shall have no further liability to you. Notwithstanding the foregoing, we shall not be liable to you for any loss or damage occasioned by such cancellation and the remedies mentioned in Article 6.2.1 through to 6.2.3 will be available to you at our discretion, if we have taken all reasonably necessary measures to avoid the damage or it was impossible for us to take such measures.
If your flight is delayed we may endeavour to contact you (via phone or mail) through the details presented at the time of booking if reasonably practicable. We will take all necessary measures to avoid delay in carrying you and your baggage.
A refund can be requested for the part or parts of the journey not made if your flight is delayed for over three hours and you choose not to travel.
In the exercise of these measures and in order to prevent a flight cancellation, in exceptional circumstances we may arrange for a flight to be operated on our behalf by an alternative carrier and/or aircraft.
CityJet will employ its best efforts to carry passengers and baggage with reasonable dispatch. Flights affected by adverse weather conditions or for any other reason may cause disruption to passengers. Times shown in timetable or elsewhere are not guaranteed and form no part of this contract. Carrier may without notice divert to alternative airports or offer alternative form of aircraft or surface transport in case of necessity. Schedules are subject to change without notice.
18.5 Connecting Flights
CityJet accepts no responsibility for connecting flights where passengers hold separate tickets that are not with our agreed interline partners.
19. Reservation Changes
19.1 Changes to tickets
According to the fare rules, Flight dates, times and routes may be changeable up to 30 minutes prior to check-in closure, subject to availability, by contacting reservations: Click here
CityPremium Ticket holders may make changes to both the date and time of their flights free of charge according to their ticket fare rules.
CityFlex Ticket holders may make changes to both the date and time of their flights free of charge but they will be required to pay the difference in the ticket price should it have increased since the time of original booking.
CityValue Ticket holders will incur a fee for changes, according to their fare rules. In addition to this fee, there may also be an increase in the ticket price according to the availability of the class of your original booking. You can check your fare rules here.
Please note that your ticket will not be accepted and shall lose all validity if the coupons are not used in the order in which they are issued (for example if the passenger does not use the first coupon and embarks at a point which is not the Place of Departure, or embarks at an airport mentioned in the Ticket without having used any of the previous coupon(s)).
19.2 Name Changes
Please check your fare rules here to find out if name changes are allowed for your ticket.
20. Change in Fees
CityJet reserves the right, without giving reason at its sole discretion, to amend or alter any applicable fees or charges applied at the time of booking or departure.
21. Refunds/Ticket changes
To change your flight booking please visit Manage My Booking.
To refund your booking please click here
If you wish to request a refund of unused ticket following cancellation or delay of more than 3 hours please click here
Remember that changing or cancelling your ticket depends on the fare conditions and may incur a charge. CityPremium and CityFlex tickets are fully refundable, although in some cases a fee will apply. To find out more see our fare conditions.
Voluntary ticket refunds- automatic system - no admin fee (Via Manage my Booking)
Involuntary ticket refunds due to flight cancellation or delays in excess of 3 hours - no admin fee
Voluntary ticket refunds - manual system - €15 or £10 fee applies (via Refund Form)
22. How fares are calculated
Your ticket price consists of the fare of your seat according to the booking class, the airport taxes and the booking or service fee.
All CityJet fares can be divided into four main fare classes: CityValue, CityFlex, CityPremium.
You will find an overview of what each fare offers in our fares table.
Local airport and government authorities implement airport taxes. The amount of tax varies by departure and arrival airport.
Passenger service charge
This tax is applicable to passenger arrivals and departures to and from Germany, the United Kingdom and the Netherlands.
Passenger duty tax
The air passenger tax applies to each passenger who departs from an airport in the United Kingdom and the Netherlands.
Noise isolation tax
This tax is currently only charged for all passengers departing from Amsterdam Schiphol airport.
Ticketing Fees are as follows: A ticketing fee of EUR3.95/GBP3.95 is charged per person for bookings made via cityjet.com. A ticketing fee of EUR15.00/GBP15.00 is charged per person for bookings made via the Call Centre. A ticketing fee of EUR25.00/GBP25.00 is charged per person for bookings made via the Airport Ticket Office. Ticketing fees are non-refundable.
Credit card fee
A credit card fee is charged for tickets in certain booking classes, purchased with credit cards, in a Dutch airport.
A security and fuel tax is levied per flight segment. It is a surcharge that combines both the insurance and security measures and the fuel charges.
Insurance premiums have risen considerably in conjunction with the increased risk of terrorist attacks. In addition, structural measures are still being implemented in various processes onboard and at airports.
23. Dangerous Articles in Baggage
CITYJET PASSENGER AND CABIN BAGGAGE LIST OF PROHIBITED ARTICLES
1 Without prejudice to applicable safety rules, passengers are not permitted to carry the following articles into security restricted areas and on board an aircraft:
1.1. GUNS, FIREARMS AND OTHER DEVICES THAT DISCHARGE PROJECTILES – DEVICES CAPABLE, OR APPEARING CAPABLE, OF BEING USED TO CAUSE SERIOUS INJURY BY DISCHARGING A PROJECTILE, INCLUDING
:a) Firearms of all types, such as pistols, revolvers, rifles, shotguns
b) Toy guns, replicas and imitation firearms capable of being mistaken for real weapons
c) Component parts of firearms, excluding telescopic sights
d) Compressed air and CO2 guns, such as pistols, pellet guns, rifles and ball bearing guns
e) Signal flare pistols and starter pistols
f) Bow, cross bows and arrows
g) Harpoon guns and spear guns
h) Slingshots and catapults
1.2. STUNNING DEVICES – DEVICES DESIGNED SPECIFICALLY TO STUN OR IMMOBILISE, INCLUDING:
a) Devices for shocking, such as stun guns, tasers and stun batons
b) Animal stunners and animal killers
c) Disabling and incapacitating chemicals, gases and sprays, such as mace, pepper spray, capsicum sprays, tear gas, acid sprays and animal repellent sprays
1.3. OBJECTS WITH A SHARP POINT OR SHARP EDGE – OBJECTS WITH A SHARP POINT OR SHARP EDGE CAPABLE OF BEING USED TO CAUSE SERIOUS INJURY, INCLUDING:
a) Items designed for chopping, such as axes, hatchets and cleavers
b) Ice axes and ice picks
c) Razor blades
d) Box cutters
e) Knives with blades of more than 6cms
f) Scissors with blades of more than 6cms as measured from the fulcrum
g) Martial arts equipment with a sharp point or sharp edge
h) Swords and sabres
1.4. WORKMEN’S TOOLS – TOOLS CAPABLE OF BEING USED EITHER TO CAUSE SERIOUS INJURY OR TO THREATEN THE SAFETY OF THE AIRCRAFT, INCLUDING:
b) Drills and drill bits, including cordless portable power drills
c) Tools with a blade or a shaft of more than 6 cms capable of use as a weapon, such as screwdrivers and chisels
d) Saws, including cordless portable power saws
e) Blowtorches, Bolt guns and nail guns
1.5. BLUNT INSTRUMENTS – OBJECTS CAPABLE OF BEING USED TO CAUSE SERIOUS INJURY WHEN USED TO HIT, INCLUDING:
a) Baseball and softball bats
b) Clubs and batons, such as billy clubs, blackjacks and night sticks
c) Martial arts equipment
1.6. EXPLOSIVE AND INCENDIARY SUBSTANCES AND DEVICES – EXPLOSIVES AND INCENDIARY SUBSTANCES AND DEVICES CAPABLE, OR APPEARING CAPABLE, OF BEING USED TO CAUSE SERIOUS INJURY OR TO POSE A THREAT TO THE SAFETY OF AIRCRAFT, INCLUDING:
b) Blasting caps
c) Detonators and fuses
d) Replica or imitation explosive devices
e) Mines, grenades and other explosive military stores
f) Fireworks and other pyrotechnics
g) Smoke-generating canisters and smoke generating cartridges
h) Dynamite, gunpowder and plastic explosives
CITYJET HOLD BAGGAGE LIST OF PROHIBITED ARTICLES
Passengers are not permitted to carry the following articles in their hold baggage:
Explosives and incendiary substances and devices – explosives and incendiary substances and devices capable of being used to cause serious injury or to pose a threat to the safety of aircraft, including:
– Blasting caps
– Detonators and fuses
– Mines, grenades and other explosive military stores
– Fireworks and other pyrotechnics
– Smoke-generating canisters and smoke-generating cartridges
– Dynamite, gunpowder and plastic explosives
- E cigarettes
24. Payment Information
Credit and Debit cards:
We accept the following forms of payment on the www.cityjet.com website:
Credit Cards: Mastercard , Visa & American Express
Debit Cards: Mastercard, Visa & Maestro
Security Information (SSL):
We provide a secure server for those services that contain confidential information. This information is encrypted using the Secure Socket Layer Protocol (SSL), that was developed so that only the intended recipient should be able to decypher messages addressed to them. This will significantly improve the security of data provided by or for our passengers, and is designed to protect sensitive information such as you card number. Your payment details will be encoded and sent using a secure connection.
Please remember that CityJet never asks for your bank account information by email. This information is only entered on the payment page of our website.
In order for our secure service to be used, your browser must support SSL. If you connect to the Internet through a proxy server or firewall, these must also support SSL. You can check the security details by clicking with your right mouse button on the payment page and then selecting ‘Properties’. A window will pop up containing all connection data. The ‘Connection’ field shows that an SSL connection is used. Your credit card information, including the number and expiry date, will not be stored.
For VISA and Mastercard payments, your bank may use an additional security system called 3D Secure – a secure online payment system. This payment system offers maximum protection against online bank fraud. It requires you to verify your identity as the owner of your card, and is only available for Visa and MasterCard accounts.
Verified by Visa is a new security programme from Visa which gives you enhanced protection when shopping online. It allows you to create your own personal password, known only to you, for use as an extra security measure each time you use your Visa payment card to make a future purchase online.
MasterCard SecureCode is a simple and secure way to pay on thousands of online sites. A private code known only to you and your bank, your SecureCode enhances your existing MasterCard account by protecting you against unauthorized use of your card when shopping online at participating online retailers.
How does it work?
You only need to register with the appropriate service/bank for your card and create your password. Then whenever you purchase online using your card you will be asked to enter this password as additional validation before the order is confirmed.
25. APIS Information
APIS - Advance Information on Passengers
e-Borders is an advanced passenger information programme which collects and stores information on passengers entering and leaving the United Kingdom. The information of the passengers and crew is collected by CityJet, and then passed on to the e-Borders programme. API data includes information in a passenger's passport or travel document as well as other information. The API data includes information on the machine-readable zone on your passport:
• Family name and first name
• Date of birth and gender
• Passport number
• Country that issued the passport
• Passport expiry date
• Country of residence (for travel to the United States only)
The APIS data is collected at the following stages of a passenger's journey:
- During online check-in
- During kiosk check-in
- During airport check-in
Click here for more information on e-Borders.
26. Limitation of Liability
The liability of CityJet shall be limited to that set forth in:
- Council Regulation (EC) No 2027/97 as amended by Regulation (EC) No 889/2002 on air carrier liability in the event of accidents;
- the Montreal Convention for the unification of certain rules relating to international carriage by air; and
- Regulation (EC) 261/2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights,
To the extent permitted by law, all other liability is hereby expressly excluded.
The following notice is required by law but cannot be used as a basis for a claim for compensation nor to interpret the provisions of any Regulation or Convention:
Air carrier liability for passengers and their baggage
This information notice summarises the liability rules applied by Community air carriers as required by Community legislation and the Montreal Convention.
Compensation in the case of death or injury
There are no financial limits to the liability for passenger injury or death. For damages up to 100,000 SDRs (approximately £82,000 or EUR123,000) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault.
If a passenger is killed or injured, the air carrier must make an advanced payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16,000 SDRs (approximately £13,000 or EUR20,000).
In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures.
The liability for passenger delay is limited to 4,150 SDRs (approximately £3,500 or EUR5,100).
In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1,000 SDRs (approximately £820 or EUR1,230).
Destruction, loss or damage to baggage
The air carrier is liable for destruction, loss or damage to baggage up to 1,000 SDRs (approximately £820 or EUR 1,230). In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.
Higher limits for baggage
A passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee.
Complaints on baggage
If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal.
Liability of contracting and actual carriers
If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier.
Time limit for action
Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.
Basis for the information
The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No. EC261/2004 (as amended by Regulation (EC) No. 889/2002 and national legislation of the Member States.