CityJet always aims 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



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.

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.