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Please contact us using the form below for the fastest response time. Please note that CityJet can only handle correspondence related to historical CityJet routes.

All queries related to Aer Lingus, Air France, Brussels Airlines, KLM and SAS should be directed to their respective Customer Service Departments.

Customer Care Form


 

Customer Care

CityJet managed 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.

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.