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Frequently asked Questions

  • Please note that CityJet can only handle correspondence related to historical CityJet routes. All queries related to Aer Lingus, Air France, KLM and SAS should be directed to their respective Customer Service Departments. All queries related to Brussels Airlines should follow the link: www.brusselsairlines.com/contact-us


  • If you were involuntarily denied boarding or your flight was 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 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%


  • 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.