Flight Disruption

At CityJet flight disruption is something we try and prevent at all costs, but in the event your flight does face disruption due to weather or other travel issues we are on hand to help you through it!

For making changes to your booking made online, please use our manage booking section this allows for quick and easy changes to your ticket

Flight disruption

SCHEDULE CHANGES

The flight times shown in timetable may change between the date of publication and the date you actually travel due to schedule adjustments. We do not guarantee them to you and they do not form part of your contract with us.

If you have made your booking via our website or via the CityJet Call Centre, we will notify you by email or SMS via the contact details provided at the time of booking.

If you have made your reservation with a travel agency, or travel management company, we will notify them on your behalf.

CityJet are not liable for any prepaid expenses incurred directly or indirectly related to your reservation. We strongly recommend you purchase travel insurance in advance of any journey.

FLIGHT CANCELLATION

CityJet manage all flight cancellations in compliance with EC Regulation No. 261/2004

If CityJet cancel a flight we will endeavour to contact you in advance (via phone, email or SMS) through the contact details presented to the airline or authorised agent at the time of booking. CityJet will 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:


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.

FLIGHT DELAY

CityJet manage all flight delays in compliance with EC Regulation No. 261/2004

If your flight is delayed we will endeavour to contact you (via phone, email or SMS) 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.



You are entitled to a full refund of your ticket if your flight is delayed more than five hours if 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.

If your flight is delayed more than 2 hours, you will be provided with a voucher for refreshments at the departure airport relevant to the length of the flight delay.

FLIGHT DIVERSIONS

CityJet will employ its best efforts to carry passengers and baggage to your final destination. Flights affected by adverse weather conditions or for any other safety related reason may without notice divert to alternative airports. Surface transport in case of necessity will be provided to the original airport of arrival, and not to any alternative location.

CONNECTING FLIGHTS

CityJet accepts no responsibility for connecting flights where passengers hold separate tickets that are not with our agreed interline partners.

DENIED BOARDING

CityJet manage all denied boarding cases in compliance with EC Regulation No. 261/2004

In the unlikely event that there is not a seat available for you and you hold a confirmed reservation, we will seek volunteers to surrender their seat and offer compensation agreed between CityJet and that passenger. In the event no volunteers come forward, you will be compensated as per the ‘Right to Compensation’ section.

RIGHT TO COMPENSATION

If you are involuntarily denied boarding or your flight is cancelled you are entitled to receive the following amount from CityJet: (excluded the exceptions listed under Flight Cancellations section)

 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 are able to offer you re-routing on an alternative flight and the arrival time of the re-routed flight does 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%

VOLUNTARY REFUNDS

For voluntary refunds of flights purchased via www.cityjet.com or the CityJet Call Centre please click here.
For voluntary refunds purchased through any other authorised agent, please contact the company you purchased your flight from.

ALTERNATIVE DISPUTES RESOLUTION

CityJet always aim to resolve all customer issues or complaints to a satisfactory outcome. However we recognise that disputes may occur.
In the event you are not entirely satisfied with our final correspondence you can refer your case to The Retail Ombudsman, Airline Dispute Resolution
 
The Retail Ombudsman, Airline Dispute Resolution is approved by the Civil Aviation Authority, UK, to provide dispute resolution services and an independent view of your complaint under the Alternative Dispute Resolution (ADR) for Consumer Disputes (Competent Authorities and Information) Regulations 2015. You will need to refer your complaint to them within 12 months of our final response. The Retail Ombudsman is an independent and impartial airline dispute resolution scheme and we are bound by their decisions. Their details are as follows:
 
The Retail Ombudsman, Airline Dispute Resolution,
33 Floor Euston Towers
286 Euston Road
London NW1 3DP
Telephone +44 (0) 203 540 8063
Email: aviation@theretailombudsman.org.uk
Web: www.theretailombudsman.org.uk
 
CityJet is signed up to the services of The Retail Ombudsman, Airline Dispute Resolution and is therefore willing to submit itself to its ADR procedure.
 
Complaints can be filed online, via The Retail Ombudsman website, or by completing a paper form which you can obtain from them via the telephone or email.