Please contact us using the form below for the fastest response time.

Please note that CityJet can only handle correspondence related to CityJet routes.

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

Regulation EC261/2004 outlines that compensation is not applicable to flight disruption as a result of extreme weather conditions. However, if you have incurred additional expenses (hotel or meals) please submit your claim here along with supporting receipts.

If you have incurred indirect expenses, please submit your claim to your travel insurance provider

Customer Care Form

In the event your claim requires reimbursement of costs, please include your IBAN and BIC bank details. This will allow us to efficiently process your claim.

Refunds will be processed within 30 working days back to the original form of payment used at booking.

Booking Fees and Card Payment Fees are non refundable. If you purchased your ticket from a travel agent, you must contact your travel agent. For tickets bought from an airline other than CityJet please contact that airline.

This form is for flight ticket refunds only.

Regulation EC261/2004 outlines that compensation is not applicable to flight disruption as a result of extreme weather conditions. However if you have incurred additional expenses (hotel or meals) please submit a separate claim along with supporting receipts here 
If you have incurred indirect expenses please submit your claim to your travel insurance provider.

Refund Request

I am authorised to seek a refund on behalf of all passengers on this booking


We offer a range of services for passengers who require special assistance. Read on for the services offered and contact us if you need assistance with any of the services outlined here. We recommend that you make your travel plans early to enable us to serve you better.

If you require the use of wheelchairs (both manual and electric) or mobility aids (canes, crutches, walkers, mobility scooters etc.), please make your travel plans as early as possible.
Please note that the carriage of assistive devices does not count towards your free baggage allowance.

Special Assistance – EU Regulation 1107/2006

Travelling to or from Amsterdam? Please contact our partner airline KLM for your special assistance requests and they will be happy to help you.

Passengers with reduced mobility (PRMs) are encouraged to notify CityJet of their assistance requirements as early as possible in the booking process as limitations do apply. Although CityJet will endeavour to accommodate as many PRMs as possible on its flights, for safety reasons the number of PRMs cannot exceed the number of able-bodied persons capable of assisting with an emergency evacuation except in the case of ‘special flights’. [A special flight is one where most of the passengers are PRMs and in these situations permission from safety authorities is required e.g. flights to Lourdes.]

When booking on passengers requiring special assistance are asked to verify their requirements at least 48 hours in advance of travel either via our Call Centre (local call rates apply) or online. Passengers are asked to clarify the exact nature of the assistance required using the following categories as a reference point:

BLND Blind/vision impaired passenger requires a walker (departure & arrival) through the airport to the aircraft seat and separate safety briefing from the cabin crew
DEAF Passenger is profoundly deaf and requires a separate safety briefing onboard the aircraft
DPNA Self-reliant passenger with an intellectual disability who can understand & respond to safety instructions who requires assistance (departure & arrival) through the
airport to the boarding gate (departure & arrival)
OXYG A passenger requiring in-flight therapeutic oxygen provided by CityJet
WCHR Passenger who requires assistance (departure & arrival) through the airport to the boarding gate
WCHS Passenger who requires assistance (departure & arrival) through the airport and to ascend and descend stairs
WCHC Passenger who requires assistance (departure & arrival) through the airport and requires lifting assistance to and from their aircraft seat

Passengers wishing to bring their own wheelchair must provide the following information:

  • The dimensions of the wheelchair e.g. its height, width, depth;
  • The weight of the wheelchair;
  • Details of the wheelchair’s battery i.e. wet-cell, dry-cell, lithium, spillable, non-spillable

CityJet will inform your airports of departure and arrival (and transit where appropriate) of your request for assistance.

Carriage of Mobility Devices and Personal Wheelchairs

CityJet will carry wheelchairs and mobility devices without charge subject to certain conditions. Please Contact Us either via our Call Centre (local call rates apply) or online at the time of booking especially if your mobility device or wheelchair is battery operated to ensure that our authorised conditions of carriage are adhered to otherwise the required service may not be available.

For loading safety reasons, CityJet can only accept electric wheelchairs & mobility devices up to 100kg in weight.

By virtue of space limitations on the operating aircraft, CityJet can only guarantee the carriage of one electric or mobility device of 100kg per flight.

Due to size restrictions on aircraft operated by CityJet, size limitations may apply to wheelchairs and mobility devices to ensure they can be safely loaded via the hold doors. Please Contact Us via our Call Centre (local call rates apply) or online to confirm suitability together with the full dimensions of the device

Avro RJ85 W 1.346m X H 0.711m

Wheelchairs cannot be carried in the cabin.

In the unlikely event that your mobility device is damaged while in the possession of CityJet, please submit your claim online.

Passengers should note that the limits set out in the Montreal Convention (1,131 SDR) apply to claims for damaged or lost mobility equipment unless a special declaration as to the value of the equipment was made. CityJet reserves the right to impose a charge where special declarations are made.

Seating on Board

The aircraft operated by CityJet do not have emergency exits rows with additional leg room available.

Moveable armrests

Moveable armrests are available on all aircraft operated by CityJet in some seat rows.. Please Contact Us via our Call Centre (local call rates apply) or online for further information.

Pre Booking Seats

Pre booking of seats is not available. For passengers with reduced mobility, seating is pre-assigned 24-48 hours prior to departure.

Broken Limbs

We will endeavour to offer suitable seating to passengers travelling with a broken lower limb. Medical clearance may be requested so passengers are advised to contact us via our Call Centre (local call rates apply) or online for further information.

Where comfort seats are required CityJet reserves the right to charge for these.

No medical clearance is required for broken upper limbs.

On-board aisle-chairs

On board aisle-chairs are not available on board CityJet aircraft.


Toilets on Board

Aircraft Type Toilet Locations
Avro RJ85 1 toilet at the front and 1 toilet at the rear of the aircraft

Medical Clearance to fly

The following is an outline list of those passengers who may require medical clearance in advance of travel. Please contact us at our Call Centre (local call rates apply) or online for further details:

  • Passengers in the 9th month of pregnancy
  • Passengers travelling with a premature baby
  • Passengers with learning difficulties travelling alone
  • Passengers suffering from any contagious or transmittable disease
  • Passengers who are not self-reliant and who require the help of a safety assistant/ carer
  • Passengers who require a continuous flow of oxygen during flight
  • Passengers with broken lower limbs
  • Passengers with severe/critical heart conditions
  • Passengers who have recently suffered heart attacks.

Requirement for a safety assistant / carer

A Safety Assistant is a person over 12 years of age, who is not themselves a passenger with reduced mobility and who is willing to, and capable of, physically assisting a passenger with reduced mobility.

A Safety Assistant is required when a passenger with reduced mobility cannot:
Respond appropriately to flight safety instructions.

Physically assist in his/her own evacuation because of severe mobility impairment
Establish a means of communicating with the airline personnel because of a severe seeing and hearing impairment at the same time.

A Safety Assistant will be seated next to the passenger with reduced mobility with him he/ she is travelling - most likely in a window seat and the seat next to it.

A Safety Assistant may not accompany one passenger with reduced mobility and also accompany a child under the age of 5 on the same flight.


Passengers are not permitted to carry their own portable oxygen bottles (with stored oxygen) on CityJet aircraft either in the cabin or in the hold.

However Portable Oxygen (1086 litres) can be provided by CityJet to passengers free of charge by prior arrangement. Low flow rate 6.5 hrs @ 2Lpm @1850 psi. High flow rate 3.5 hrs @ 4Lpm @1850 psi.
Please contact us via either our Call Centre (local call rates apply), or online at least 72 hours before departure to ensure we can facilitate the request.

Passengers requiring oxygen during the flight must sit in designated seats on-board to facilitate provision of the service.

Portable Oxygen Concentrator Systems(POCs)


Passengers, who wish to carry a portable oxygen concentrator for use onboard are requested to notify CityJet in advance of travel and are permitted to carry any one of the following approved models:

AirSep Lifestyle Inogen One
AirSep FreeStyle Inogen One G2
AirSep FreeStyle 5 Inogen One G3
AirSep Focus OxLife Independence Oxygen Concentrator
Oxus (or Delphi) RS-00400 Respironics EverGo
Evo Central Air Respironics SimplyGo
Invacare XPO2, XPO100, XPO100B eQual Eclipse
Invacare SoLo2 eQual SAROS
DeVilbiss Healthcare iGO Precision Medical Easypulse Portable Oxygen Concentrator
Innova Labs (or International Biophysics)  
LifeChoice (or LifeChoice Activox)  

Additional Medical Equipment Approved for carriage (But not use on-Board)

  • CADD Prizim VIP model 6101
  • CPAP machine: RAMstar M series 101M
  • CPAP machine: TREND II Auto
  • Freeway Elite Nebuliser
  • Nutricia Flocare Infinity
  • Nippy ventilator
  • Nippy Junior
  • Nippy ST, Nippy S

If your device is not listed above, please do not hesitate to contact us via our Call Centre (local call rates apply) or online.


CityJet do not facilitate or permit the carriage of stretchers

Service / Assistance Animals

In accordance with EC Regulation No 1107/ 2006 where the use of recognised assistance dogs is required, they shall be accommodated without a container once the animal is on a lead. The dog can sit at its owner’s feet.

The owner of the recognised assistance dog must be in possession of a current PET passport for the animal. Passengers travelling with recognised assistance dogs are advised to contact the appropriate national authority for further information about the PET passport regime and its requirements. Recognised assistance dogs are carried free of charge by CityJet. However limitations may apply as to the number of recognised assistance dogs per flight. Passengers are therefore asked to contact us via our Call Centre (local call rates apply) or online in advance of travel for further information.

Emotional Support Animals

CityJet do not facilitate the carriage of ESA on any flights into or out of the UK or Ireland.


Pregnant women can be accepted for travel up to the end of the 8th month (36 week) of pregnancy. Flight during the 9th month is not recommended except under exceptional circumstances and only with written medical approval. Pregnant passengers cannot avail of seating in the emergency exit rows.

Extension Seat Belts and Infant seat Belts

Seat Belt extensions are available on all our aircraft for both infants and passengers who require them for additional comfort. Passengers should advise Cabin Crew if they require a seat belt extension when boarding the aircraft as they cannot be pre-booked. Passengers requiring a seat belt extension cannot avail of seating in the emergency exit rows.



Passport and security checks and boarding can take longer than expected. To prevent delays, we ask that you arrive at both the airport and the gate on time, especially during the busy holiday travel seasons.

We know how precious your time is, especially before a flight. To make things as easy as possible, you can check in online from the comfort of your own home, or even when you’re on the go. It’s that simple and it’s that smart.


Airport terminals

Cityjet operates flights from below terminals :

  • Dublin- t1
  • Amsterdam- t1

Always ensure you allow enough time to travel through the airport and arrive at the gate on time.

Online check-in

Check-in online opens 48 hours before scheduled departure of your flight and closes 1 hour prior to your departure.

Self service kiosk

You can check in for your flight in the following airports using the self service kiosks. In the event you experience any difficulties using the system, our airport representatives will assist you.

Self service baggage drop off

self service baggage drop off is available at Amsterdam and London City Airport

Airport Check-in

Cityjet check-in counters at all airports open 2 hours before the scheduled time of departure of your flight and close between 15 and 40 minutes prior to your flight depending on the airport.

We strongly recommend that you allow sufficient travel time at the airport especially during peak operation times.

Airport check-in deadlines

London City 20 mins - 30 mins with check-in baggage
Amsterdam 40 mins
Dublin 30 mins

Check-in times may vary if your flight is being serviced by a partner airline; please check the corresponding websites for correct check-in times. You will find the executing airlines on your booking confirmation.

Boarding Gates

CityJet will endeavour to pre-board any passengers who require special assistance and families with young children.
CityJet reserve the right to close the boarding gate 15 minutes prior to departure to facilitate an ‘on time’ performance. If you are not at the gate before this time, it may result in your refusal to travel. Please note that at some airports including London City Airports, boarding announcements are not made in the terminal building, so always ensure you monitor the flight information screens regularly.


We understand that your baggage needs vary depending on where you’re going and how long you’re going for. When cabin baggage just isn’t enough, we’ve got plenty of options to choose from. Simply weigh them up, check in your bags and we’ll take good care of them.

Baggage Claims

Ireland: 01 536 9711

UK: 0203 48 11 259 

Rest of World: 00 353 1 536 9711

Trace your baggage using your baggage claim number.

Track my Bag

Cabin Baggage Allowance

You are permitted to take one piece of cabin baggage and one small personal item (laptop bag, hand bag, shopping bag) on board within the following dimensions:

AVRO RJ85 55cm X 35cm X 25cm 12 kgs
Embraer E195 55cm X 25cm X 35cm 12kgs

Due to space limitations on full flights, we may have place your cabin baggage in the aircraft hold at no additional cost to you. This baggage will be available for collection on arrival at the aircraft steps. In some airports you may have to collect your bag from the arrivals carousel for airport safety reasons. You will be advised by the cabin crew.

Over sized cabin baggage in excess of the above permitted weight and dimensions will be tagged and placed in the aircraft hold and may incur additional charges at the boarding gate Additional small musical instruments may be carried in the cabin if space is available and at the discretion of the cabin crew.

Governments and Airport Authorities have directed that for security reasons, all knives, sharp objects or cutting implements of any kind whether metal or otherwise and some sporting goods must be placed in your checked baggage. 'Sporting goods' include but are not limited to: sporting bats, snooker cues, hurley or hockey sticks, tennis rackets and catapults. If you are carrying any such item, they must be packed in your checked baggage.

Connecting Flights

If you are travelling with CityJet as part of a journey connecting with our partners KLM, your baggage allowance details are included on the ticket you purchased. If you wish to travel with additional baggage, any applicable fees will be applied at the airport. It is not possible to add these fees online either with CityJet or KLM. If you are travelling with Air France via Paris Charles de Gaulle airport, please contact Air France directly for any baggage enquiries. If you are travelling with Brussels Airlines via Brussels airport, please contact Brussels Airlines directly for any baggage enquiries

Liquids in Cabin Baggage

As per EC Regulation 1546/2006 only very small quantities of liquids and gels may be brought through passenger screening. Containers must be no more than 100 millilitres capacity and held in a transparent re-sealable plastic bag (which must be sealed). Bags must be less than 1 litre capacity (approx. 20cm x 20cm). 1 plastic bag is allowed per passenger. Medicines, Special Diet Products and Baby Foods are allowed if essential for use during the trip and passengers may be asked to prove that these products are genuine.


CITYFLEX 1 20kg per piece
CITYVALUE 1 20kg per peice
CITYPREMIUM 1 20kg per peice
INFANT 1 10kg per piece,plus buggy/pushchair

A maximum weight limitation of 32kgs applies to all pieces of checked baggage.

Any additional pieces of baggage in excess of your allowance may be liable for additional charges. Please check here Note: if your flight is being serviced by a partner airline and you wish to add additional baggage or sporting equipment, unfortunately it is not possible to add these fees online and will be added at the airport.

Sporting Equipment

Sporting Equipment refers to large pieces such as surf boards, bicycles, hunting trophies, golf clubs, and is excluded from your checked baggage allowance. Details of the sporting equipment charges are available here

A bicycle should be properly packed, and due to aircraft restrictions we request that you inform us of your intention to bring a tandem bike when you make your reservation.

(*For operational reasons, restrictions may apply for groups, who are strongly advised to contact the CityJet Call Centre in advance of travel. We reserve the right to modify at any time our policy on carriage of sporting equipment.)

  • Surf boards are subject to sporting equipment fees Avro RJ85- Maximum length 2 metres 
  • Golf Clubs can be carried in addition to your baggage, for fees applicable please see here.
  • Musical Instruments  - Small musical instruments such as violins may be taken on board. An additional seat can be purchased on board for a cello. Please contact our Call Centre for further information. Due to space restrictions, CityJet cannot accept double bases in a separate seat in the cabin. Due to the fragile nature of large musical instruments CityJet does not accept liability for any damage caused to such items during loading. For fees applicable please see here .
  • Wedding Cakes & Wedding Dresses - We are more than happy to facilitate the carriage of dresses and cakes, however we do require prior notice to ensure the operating crew of the aircraft are informed in advance. 
    •  Your cake must fit in the overhead compartments.
    • Your cake will be required to be security screened at the airport. 
    • Please ensure the cake is packed carefully in order to prevent damage. 
    • A wedding cake is included in your cabin baggage allowance. 
    • We will carry your dress on board once it is a reasonable size.
    • Depending on space on the day the cabin crew will store your dress in the onboard crew lockers.
    • It is your responsibility to ensure the dress is packed carefully in order to prevent damage.
    • CityJet do not accept any liability for damage to either wedding dresses or cakes


We offer full service options to the freight forwarding, courier and mail industry across our network. Dedicated Repatriation service. CityJet recognises the sensitive nature of dealing with the bereaved and those assisting them for the repatriation of Loved Ones. Arrangements for the transportation can be made with our specialist department who are familiar with all procedures and documentation requirements to ensure a smooth and respectful transfer. Preferential Arrangements can also be made for Family & Friends wishing to travel with loved ones. Please contact us for more information +44 (0)2085870987

Further Information

Dangerous Articles in Baggage

Without prejudice to applicable safety rules, passengers are not permitted to carry the following articles into security restricted areas and on board an aircraft:

    •  Firearms of all types, such as pistols, revolvers, rifles, shotguns
    • Toy guns, replicas and imitation firearms capable of being mistaken for real weapons
    • Component parts of firearms, excluding telescopic sights
    • Compressed air and CO2 guns, such as pistols, pellet guns, rifles and ball bearing guns
    • Signal flare pistols and starter pistols
    • Bow, cross bows and arrows
    • Harpoon guns and spear guns
    • Slingshots and catapults
    • Devices for shocking, such as stun guns, tasers and stun batons
    • Animal stunners and animal killers
    • Disabling and incapacitating chemicals, gases and sprays, such as mace,pepper spray, capsicum sprays, tear gas, acid sprays and animal repellent sprays
    • Items designed for chopping, such as axes, hatchets and cleavers
    • Ice axes and ice picks
    • Razor blades
    • Box cutters
    • Knives with blades of more than 6cms
    • Scissors with blades of more than 6cms as measured from the fulcrum
    • Martial arts equipment with a sharp point or sharp edge
    • Swords and sabres
    • Crowbars
    • Drills and drill bits, including cordless portable power drills
    • Tools with a blade or a shaft of more than 6 cms capable of use as a weapon,such as screwdrivers and chisels
    • Saws, including cordless portable power saws
    • Blowtorches, Bolt guns and nail guns
    • Baseball and softball bats
    • Clubs and batons, such as billy clubs, blackjacks and night sticks
    • Martial arts equipment
    • Ammunition
    • Blasting caps
    • Detonators and fuses
    • Replica or imitation explosive devices
    • Mines, grenades and other explosive military stores
    • Fireworks and other pyrotechnics
    • Smoke-generating canisters and smoke generating cartridges
    • Dynamite, gunpowder and plastic explosives

CityJet Hold Baggage list of Prohibited articles

Passengers are not permitted to carry the following articles in their hold baggage:
Explosives and incendiary substances and devices – explosives and incendiary substances and devices capable of being used to cause serious injury or to pose a threat to the safety of aircraft, including:

  • Ammunition
  • Blasting caps
  • Detonators and fuses
  • Mines, grenades and other explosive military stores
  • Fireworks and other pyrotechnics
  • Smoke-generating canisters and smoke-generating cartridges
  • Dynamite, gunpowder and plastic explosives
  • Samsung Galaxy Note 7
  • E cigarettes
  • Christmas crackers

***Safety Warning***

Due to recent Irish Aviation Authority advisement's regarding Galaxy S7 Note power issues, we are advising all CityJet passengers to please refrain from using the phone on-board.
We kindly ask that you switch the phone off before boarding and avoid powering it up until after you have safely disembarked the aircraft. Please keep the phone on your person for the duration of the flight and inform cabin crew if you feel the device is overheating in any way.
Thank you for your patience and co-operation.

Delayed Baggage

In the unlikely event your checked baggage is delayed, you can track the status of your bag and update your contact details:

Track my Bag

Delay or Baggage Claims

If your baggage is delayed or damaged, CityJet’s liability is limited under The Montreal Convention 1999. If you hold personal travel insurance, CityJet recommends that you contact your travel insurance provider regarding any claims.
In the event you do not hold travel insurance, please submit your claim in writing or online – Contact Us
including the following details:
The Baggage File Reference number you received at the airport
Your baggage tags receipts
Any receipts or quotations for essential interim expenses (Receipts are required for audit purposes)


Damage Baggage

CityJet are not responsible for minor damage to the exterior of baggage (e.g. scratches, stains, soiling, dents) resulting from normal wear and tear, or for water damage to non-waterproof baggage.

Missing Items from your Baggage

In the event you notice any items missing from your checked baggage, you will be required to contact your local police authority to declare those items missing. Please submit the police report along with your baggage file reference and your baggage tag receipts for assessment



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


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 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

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.


At various points during your journey you will be required to prove your identity with a valid travel document. Different countries and regions may require different types of travel documents.

It is the responsibility of each passenger to present valid required travel documents and visas and for complying with all laws, regulations and travel requirements of countries to be flown from, into or through which you transit. Without essential travel documents you may not be allowed to board your flight. We strongly recommend that you contact the relevant embassy of the country you are travelling to if you have any questions.


For Flight Between the UK and Ireland.

If you are citizen of the UK or Republic of Ireland and were born in that country you do not need a passport to travel between the two countries, but you do require some form of valid photograph identification, such as:

Valid driving license with photograph, Valid Passport or Valid Irish passport card 
(Irish Public Service Card is not acceptable) 

All other travellers require a valid passport, visa where applicable, or national ID card to travel between the two countries.

International Flights

If you are travelling to any of the European countries including Schengen Countries you will need a passport or national ID card. 

Recently Married

In the event your reservation name is in your married name, and your photo ID is in your maiden name, CityJet will accept you for travel on presentation of the marriage certificate verifying both names.

Travel Documents for Children

For international flights children and infants require their own individual valid passport. 
For travel between UK and Republic of Ireland, children under the age of 16 do not require travel documentation. However CityJet recommend you carry a copy of the child’s birth certificate if they do not possess a passport. 
If you are not the parent or legal guardian of the children travelling, or if you are travelling as a one parent family, we recommend you contact the Government Agency/ Services of the country you are travelling to ensure you have the correct documentation 


 Italian citizens under 14 years of age who are not accompanied by their parents must be entrusted to a person, organisation or travelling companion, as recorded on a “dichiarazione di accompagno”  [DECLARATION TO ACCOMPANY], endorsed by the relevant passport office or competent authority (such as local police).  

Confirmation of accompaniment will therefore be necessary and must be shown. Any minor who presents without the required declaration will not be permitted to leave Italy. It is a legal requirement for an Italian minor under 14 years of age to have a declaration signed by both parents and stamped by the local police (Questura) to entrust the child either to an adult (other than a parent or relative). 

The form must be prepared, signed, stamped and filled in in all its parts before commencing travel. All those passengers turning up for departure without the above mentioned prior arrangements will be denied boarding by local immigration police. Please note that this ruling also applies to minors of dual nationality who are in possession of an Italian passport and residing in Italy. 

APIS Information

Advance Passenger Information (API or APIS) is required to be submitted by all passengers departing or arriving in the United Kingdom. This information is collected by us before you check-in, through manage My Booking or at an airport check-in desk or kiosk. This information is then securely sent to the necessary government authorities.

You will be required to supply the following details:
Date of Birth (DOB)
Country of residence
Type of travel document
Number of the travel document
Expiry date of the travel document
Country of issue





Require a refund or ticket change? Our team is on hand to help, please see below some useful information on the fee's and charges involved with changing your flight.

For bookings made on, you can manage your booking here

Booking Fees

Booking Contact Centre Airport Ticket Office
Admin Fees €5/£5 €5/£5* €5/£5*
Handling Fees €0/£0 €15/£15* €25/£25*
Card Payment Feeds 0% 0% 0%
PayPal Fees No Fee N/A N/A
Unaccompanied minor (5-11 years)* n/a €90/£75 €100/£85
Unaccompanied minor (12-15 years)* n/a €90/£75 €100/£85
Group Booking Fee n/a €100/£85 n/a

*Valid for travel until 27 October 2018

Bags & Equipment

Travelling to or from Amsterdam? Unfortunately additional baggage is not available online. In the event you exceed your CityJet Baggage Allowance, the KLM baggage rates will be applied at the airport. Check here for further information.

Bags & Equipment www.Cityjet.Com Contact Centre Airport Ticket Office
1st Bag Over The Baggage Allowance €30/£25 €40/£35 €40/£35
2nd Bag Over The Baggage Allowance €30/£25 €40/£35 €40/£35
3rd Bag Over The Baggage Allowance €30/£25 €40/£35 €40/£35
Heavy Bag Between 20kg And 32kg N/A €70/£60 €70/£60
Large Bag >158cm<300cm N/A €70/£60 €70/£60
Additional Cabin Bag N/A €40/£35 €50/£42
Golf Bag N/A €40/£35 €50/£42
Hunting Trophies €40/£35 €40/£35 €50/£42
Sporting Equipment €40/£35 €40/£35 €50/£42
Musical Instrument €40/£35 €40/£35 €50/£42
Bicycle €50/£42 €50/£42 €60/£52
Surf Board €50/£42 €50/£42 €60/£52

*Baggage fees are non refundable

Changes & Cancellations

Changes & Cancellations www.Cityjet.Com Contact Centre Airport Ticket Office
Name Change Fee N/A €100/£85 €100/£85
Infant Rebooking Fee (No Seat) €5/£5 €5/£5 €5/£5
Spelling Mistake & Title Change N/A Free N/A
Government Tax Refund Fee €20/£16 €20/£16 N/A
Flight Change Fee €70/£60* €70/£60* €70/£60*
Missed Departure Fee N/A N/A €100/£85

Changes & Cancellations Due to Personal Illness

Unfortunately there are times when you are unable to travel. In the event you or an immediate family member are affected by illness, we will provide the following assistance:

  • You can change all passengers on your flight reservation free of charge on presentation of suitable documentation issued by a hospitalYou can change the name on your flight ticket (normal name change will apply)
  •  For non refundable flight tickets we can provide full details of your fare paid and we recommend you submit your refund request to your travel insurance provider

CityJet consider the following as ‘immediate family members’:

Spouse, civil partner, children, adopted children, parents, step parents, grandparents, grandchildren, brothers, sisters, parents-in-law, brother or sister-in-law, son or daughter-in-law

Changes & Cancellations Due to Death of a Family Member

If you have already commenced your journey with CityJet and are affected by an immediate family bereavement please call our Contact Centre where we will assist you in returning home as quickly as possible.

If you have been affected by a bereavement within 28 days of your CityJet flights, we will provide a full refund of your flights minus an administration fee.

Please click here to request your refund and provide the following information:

  • Documentation confirming your relationship with the family member
  • Attached suitable documentary evidence (example: death certificate)

CityJet consider the following as ‘immediate family members:

Spouse, civil partner, children, adopted children, parents, step parents, grandparents, grandchildren, brothers, sisters, parents-in-law, brother or sister-in-law, son or daughter-in-law

We would like to express our deepest sympathy to you and your family and if there is anything further we can assist with please don’t hesitate to call us.

Involuntary Refunds

In the event you have experienced flight disruption and you wish to request a refund of your unflown flight, please click here.

Voluntary Refunds

For voluntary refunds of flights purchased via 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.

Abolishment of air passenger duty for children under 16

The UK government have abolished Air Passenger Duty (APD) for children aged 12 to 15 travelling in the Economy Class cabin on or after 1 March 2016.

We are working towards updating our website in order to reflect this change during the booking process, but currently 12 -15 years old are still being charged APD when booking on .
Customers travelling with 12 to 15 year olds in the Economy cabin on or after 1 March can contact our Contact Centre to make their APD exempt bookings.

If you book on our website and the booking includes a child (children) aged 12-15 at the time of travel, departing from a UK airport then this child is (these children are) entitled to a refund of the APD.
Please click here to submit for a refund. No administration fees are applied for this refund.

Connecting Flights

If you are travelling with CityJet as part of a journey connecting with our partners Air France or KLM, your baggage allowance details are included on the ticket you purchased.
If you wish to travel with additional baggage, any applicable fees will be applied at the airport. It is not possible to add these fees online either with CityJet, Air France, or KLM


(a) Except as otherwise provided for in the Ticket or in these General Conditions of Carriage, or, for Fares that affect the validity period of a Ticket, as stated on the Ticket itself, a Ticket is valid for carriage:

  • for one year, as from the date of issue thereof, or,
  • for one year, as from the date of use of the first Coupon, if such use occurs within one year of the issue thereof.

(b) If a Passenger is unable to travel during the validity period of their Ticket because, when the Passenger requests a Reservation on a flight, the Carrier is not in a position to confirm the Reservation requested by the Passenger, the validity of said Ticket shall be extended or the Ticket may give rise to a refund, under the conditions provided for in Article X below.
(c) If, after having started their journey, a Passenger is prevented, for health reasons, from continuing their journey during the validity period of the Ticket, the Carrier may extend the validity of the Ticket upon presentation of an appropriate medical certificate, until the date on which the Passenger is once again in a position to travel or until the date of the first available flight. Said extension shall only start at the point at which the journey was interrupted and shall be valid for carriage in the class of the fare paid. If the unused Flight Coupons contain one or more agreed stopping places, the validity of the Ticket may be extended by three months at the most, as from the date shown on the medical certificate submitted. In the same way, the Carrier shall extend the validity of the Tickets of the immediate family members who are accompanying the Passenger.
(d) In the event of the death of a Passenger during a journey, the Tickets of the persons who are accompanying the deceased Passenger may be changed, either by waiving any minimum stay requirements or by extending the validity of said Tickets. In the event of the death of an immediate family member of a Passenger whose journey has started, the validity of their Tickets and of those of the members of their immediate family travelling with them may be changed in the same way.
(e) Any change mentioned in paragraph (d) above may only be made after receipt of a valid death certificate. Any extension cannot exceed forty-five (45) days as from the date of death.

Valid for travel until 27 October 2018

Travelling with children? Rest assured our inflight and airport crew will be on hand to help make the trip a comfortable one for your child, and a peaceful one for you.
Your hands will be full when travelling with children so before you start out on your journey, make sure you carry all your travel documents in one easily reached place, make sure your hand baggage meets security requirements before you leave home and work out whether you need to carry buggies to the aircraft or pack them in your checked-in baggage. Remember to keep everything that your baby needs on the flight in your carry-on luggage, ensuring that it is always to hand, bearing in mind the EU Aviation Security Regulations.

Carriage of unaccompanied minors

Travelling to or from Amsterdam? Please contact our partner airline KLM to make your reservation. For further information click here.

On all CityJet operated services unaccompanied minors are accepted for travel from the age of 5 through 11 years inclusive. A fee is charged per sector. Please contact us to make your reservation. Due to safety regulations CityJet limit the number of unaccompanied minors per flight. Failure to contact us in advance of the travel date may result in refusal of travel. CityJet will not be responsible for, or provide any special assistance to passengers aged 12-15 years who do not avail of the unaccompanied minor service aged 12-15 years. A corresponding consent form must be signed by a parent/guardian at the point of departure. A copy of this form is available for download here. Without a completed form passengers may be denied boarding.

Age of minor Unaccompanied service
5-11 inclusive mandatory on all flights
12-15 inclusive optional *

*A fee for the optional service will apply. This is payable at the airport or via the CityJet call centre. Please download the UM forms required and print prior to arrival at the airport
UM direct flight
UM connection flight

At the Airport

Unaccompanied minors are recommended to present at check-in 60 minutes prior to departure.
Parents/ guardians dropping off the unaccompanied minor are required to remain in the departure airport until the flight has departed.
A ground representative will escort the child through security and remain with them until boarding is ready. The escort will pre-board the child to allow them to become familiar with the aircraft and our crew.

On arrival

A ground representative will take responsibility of the child from the care of our crew, escort the child through immigration and collect their bag. They will then check all valid identification before releasing the child from their care.
The parent/ guardian meeting the unaccompanied minor must present valid photo identification and on arrival are required to allow sufficient time to be at the airport prior to arrival. In the event there is a delay, CityJet will contact the local authorities who will take responsibility for the child.

Travelling with infants

Infants under the age of 2 years may fly on CityJet flights provided that they sit on an adult's lap (one infant per adult), restrained with an infant seatbelt.

It is not possible to book for an unborn child. When planning on travelling with a child which isn't born yet, you can add his or her name to the booking when the child has been given their name. Please contact our call centre for assistance.

A fee is charged per sector.

A maximum number of infants are allowed per flight and aircraft type under our authorised conditions of carriage. If the infant reaches the age of 2 years prior to the return journey they must pay the applicable fare, taxes, fees and charges for the entire journey.

Infant changing facilities

Avro RJ5- A changing table is available in front and rear toilet on board

Infant baggage allowance

If you are travelling with an infant, you are permitted to carry the following:


  • 10kg checked baggage
  • 1 small piece of cabin baggage (baby bag)
  • 1 pushchair/ stroller

Infant milk/ food

You are permitted to take baby milk and food through security screening at the airport. Passengers may be required to demonstrate what they are carrying is real and for genuine use and not something less innocent. Our cabin crew can provide hot water on board to facilitate warming milk or food.


Flying with CityJet on our European network provides you with the best that short haul air travel has to offer, with comforts from our full leather seating, to free drinks and snacks on-board our aim is to make your trip the ultimate flying experience.

Free snacks & drinks

Feeling peckish on board? Our in flight catering is available on all our flights free of charge. We offer drinks and snacks including wine, beer and spirits for our passengers.
Free seat selection
Choose where you want to sit on board, at no extra charge.
Free checked bag & cabin bag
Enjoy a checked bag and a cabin bag while travelling with us, for that extra flexibility.

Interior comfort

At CityJet we pride ourselves on the interior comfort of our aircraft. From the hand crafted full leather seats to our deep pile carpets used throughout our fleet our aim is to keep you cool and comfortable on your short flight with us.

Enjoy your personal devices on board

Portable Electronic Devices (PED) include any kind of electronic device brought on board the aircraft by a passenger such as a tablet, a laptop, a smart phone, ane-reader or a MP3 player.

A hand held PED is considered to be a device is one that can be held comfortably in one hand. Larger PED are devices such as Laptops, weighing over 1kg. On all CityJet flights, you can use your smart phone and tablet in 'flight mode' during the entire flight. You can also use your laptops in 'flight mode' (wireless connectivity turned off) during the cruising phase of the flight, but not during boarding, take off and landing. If your device(s)does not have Safe/Flight Mode as an option, or you cannot deactivate any wireless transmissions, they must be powered off after the doors have closed for departure, for take-off, cruise, approach until after landing. The Commander of the flight may request at any stage to have all the PEDs switched "OFF” at any stage of the flight.


In the reasonable exercise of our discretion, we may refuse to carry you or your baggage if we have notified you in writing that we would not at any time after the date of such notice carry you on our flight. In this circumstance you will be entitled to a refund.

We may also refuse to carry you or your baggage if one or more of the following have occurred or we reasonably believe may occur:

(a) Such action is necessary in order to comply with any applicable government laws, regulations, or orders;

(b) The carriage of you or your baggage may endanger or affect the safety of the aircraft, or the safety, health, comfort of other passengers or crew;

(c) Your mental or physical state, including your impairment from alcohol or drugs, presents a hazard or risk to yourself, to passengers, to crew or to property;

(d) You have committed misconduct on a previous flight and we have reason to believe that such conduct may be repeated;

(e) You have refused to submit to a security check on you or your baggage.

(f) You have not paid the applicable fare, taxes, fees or charges;

(g) You owe us any money in respect of a previous flight owing to payment having been dishonoured, denied or recharged against us.

(h) You do not appear to have valid travel documents, may seek to enter a country through which you may be in transit, or for which you do not have valid travel documents, destroy your travel documents during flight, refuse to surrender your travel documents to the flight crew, against receipt, when so requested or refuse to allow us to photocopy your travel documents.

(i) You presented a ticket that has been acquired unlawfully, has been purchased from an entity other than us or an authorised agent, or has been reported as being lost or stolen, is a counterfeit, or you cannot prove that you were the person named in the ticket.

(j) You failed to observe our instructions with respect to safety or security.

(k) You have used threatening, abusive or insulting words towards our ground staff or crew of the aircraft.

(l) You have deliberately interfered with a member of the crew of the aircraft carrying out their duties.

(m) You have made a hoax threat relating to bombs, biological or chemical weapons.

(n) You have put the safety of either the aircraft or any person in it in danger.

(o) You have committed a criminal offence during the check in or boarding process or on board the aircraft.

If we have, in the reasonable exercise of our discretion under this Article refused to carry you on the basis of any of the above, or have removed you en route, we may cancel the remaining unused portion of your ticket and you will not be entitled to further carriage or to a refund in respect of the sector(s) covered by the ticket. We will not be liable for any consequential loss or damage alleged due to any such refusal to carry or your removal en route.

Conduct on Board our Aircraft


You are not permitted to smoke in any part of an aircraft operated by CityJet.

You are not permitted to consume your own alcohol aboard an aircraft. We reserve the right to refuse to serve or sell alcohol to any passenger on board the aircraft.

For safety reasons, we may forbid or limit operation aboard the aircraft of electronic equipment, including but not limited to cellular telephones, laptop computers, portable recorders, transmitting devices, radio controlled toys or walkie-talkies, CD players, iPods or other similar items, electronic games devices and portable radios.

Operation of hearing aids and heart pace makers is permitted.

If, in our reasonable opinion, you conduct yourself aboard the aircraft so as to endanger the aircraft or any person or property on board, or obstruct the crew in the performance of their duties, or fail to comply with any instructions of the crew including but not limited to those with respect to smoking, alcohol or drug consumption, or behave in a manner which causes discomfort, inconvenience, damage or injury to other passengers or the crew, we may take such measures as we deem reasonably necessary to prevent continuation of such conduct, including restraint. You may be disembarked and refused onward carriage at any point, and reported to the relevant authorities with a view to having you prosecuted for any criminal offences committed on board the aircraft.

If as a result of your behaviour we divert the aircraft for the purposes of offloading you, you must pay us the costs of the diversion and any fines or penalties imposed on the airline by the government of the country to which we have diverted.

The liability of CityJet shall be limited to that set forth in:

- Council Regulation (EC) No 2027/97 as amended by Regulation (EC) No 889/2002 on air carrier liability in the event of accidents;

- the Montreal Convention  for the unification of certain rules relating to international carriage by air; and

- Regulation (EC) 261/2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights, 

To the extent permitted by law, all other liability is hereby expressly excluded.

The following notice is required by law but cannot be used as a basis for a claim for compensation nor to interpret the provisions of any Regulation or Convention:

Air carrier liability for passengers and their baggage
This information notice summarises the liability rules applied by Community air carriers as required by Community legislation and the Montreal Convention.

Compensation in the case of death or injury

There are no financial limits to the liability for passenger injury or death. For damages up to 100,000 SDRs (approximately £82,000 or EUR123,000) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault.

Advance payments

If a passenger is killed or injured, the air carrier must make an advanced payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16,000 SDRs (approximately £13,000 or EUR20,000).

Passenger delays 

In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures.
The liability for passenger delay is limited to 4,150 SDRs (approximately £3,500 or EUR5,100).

Baggage delays

In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1,000 SDRs (approximately £820 or EUR1,230).

Destruction, loss or damage to baggage

The air carrier is liable for destruction, loss or damage to baggage up to 1,000 SDRs (approximately £820 or EUR 1,230). In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.

Higher limits for baggage

A passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee.

Complaints on baggage

If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal.

Liability of contracting and actual carriers

If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier.

Time limit for action

Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.

Basis for the information

The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No. EC261/2004 (as amended by Regulation  (EC) No. 889/2002 and national legislation of the Member States.