Q. Who should I contact about my flight?

A.  If your flight number begins with another airline code, e.g. SK or EI:   These flights fly under a flight number of the customer airline, e.g. "SK" for SAS Scandinavian Airlines. When a passenger is booked to fly on such a flight, the contractual relationship is between the passenger and the airline on whose network the flight is performed, generally the airline on which the passenger is ticketed. As such, any contact from the passenger regarding the flight experience, booking (future or historic) or indeed disruption can only be managed by the airline on whose network the flight is performed, not by CityJet.  Thus passengers should contact this airline directly as CityJet cannot process or engage in any dialogue with passenger regarding flights we fly on behalf of our customer airlines.   

If your flight number begins with "WX": CityJet operated scheduled services under the "CityJet" brand using flight numbers beginning with "WX" until 28 October, 2018.  These flights were covered by all relevant legislation regarding the carriage of passengers, for which CityJet was responsible.  If you were a passenger on one of these flights and wish to contact CityJet, you should do so using the Customer Support form on the Contact Us page. 

Q. My booking says a flight with another airline is "operated by CityJet", who do I ask about baggage information?

A.  The airline you are booked with, not CityJet. Any contact from the passenger regarding the flight experience, booking policies, baggage, check-in or indeed disruption can only be managed by the airline on whose network the flight is performed  Thus passengers should contact this airline directly as CityJet cannot process or engage in any dialogue with passenger regarding flights we fly on behalf of our customer airlines.  

Q. How do I check-in for a flight operated by CityJet?

A.  All CityJet flights are now operated under wet lease agreements on behalf of a customer airline, e.g. SAS. You must check-in with this airline directly either via their website or at the airport. CityJet does not provide check-in services for these flights.

Q. What is your policy on Flight Disruptions to wet lease flights?

A. Where flights are operated under a wet lease agreement on behalf of a customer airline, including SAS, Lufthansa and Brussels Airlines, all complaint and compensation matters, including EU261 and similar claims, 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. 

CityJet can not process any correspondence in relation to these flights.

Q. What is your policy on Flight Disruptions for CityJet scheduled flights?

A. CityJet operated scheduled flights under its own brand up to October 2018. The following is the airline's policy on disruptions which applies only to passengers who were booked to fly on these CityJet scheduled flights (flight number beginning with "WX") up to and including October 2018.   

CityJet manages all flight delays, cancellations and denied boarding cases in compliance with EC Regulation No. 261/2004.

If you were booked on a CityJet scheduled flight up to and including October 2018 which was cancelled, 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.

Q. Do I have a Right to Compensation

A. Where CityJet has responsibility for compensation for a CityJet-branded flight operated up to October 2018 and you were involuntarily denied boarding or your flight was cancelled, you are entitled to receive the following amounts from CityJet:

• € 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%

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.