TERMS AND CONDITIONS OF CARRIAGE
Please note that these Citywing Terms and Conditions of Carriage do not apply to scheduled services between Cardiff and Anglesey which are governed by the Terms and Conditions of Carriage of Van Air Europe, a.s
1.1 These Terms and Conditions of Carriage, govern all bookings you make on Citywing flights. Please read them and before making a reservation on any of our flights. You will be asked to confirm you have read and accepted these Terms and Conditions (which include the Important Notice to Passengers) before you make your reservation.
1.2 In these Terms and Conditions:
1.2.1 we, our and us mean Citywing Aviation Services Limited.
1.2.2 you and your mean any person contracting with us under these Terms and Conditions and any person booked by that person on their behalf to travel as a passenger pursuant to a booking.
1.2.3 booking means a booking made for one or more Citywing flights and which is confirmed by us in accordance with these Terms and Conditions.
1.2.4 References to any statute or any statutory provision shall be construed as a reference to such statute or statutory provision under English law, unless expressly provided otherwise, and as amended, replaced, extended or re-enacted.
1.2.5 Further terms and expressions used in these Terms and Conditions are defined below.
1.3 Your contract
1.3.1 Your contract is with Citywing Aviation Services Limited trading as Citywing.com. Accordingly, in these Terms and Conditions Citywing refers to Citywing Aviation Services Limited incorporated and registered in the Isle of Man with company number 127288C whose registered office is at Isle of Man Airport, Ballasalla, IM9 2AS.
1.3.2 Citywing's address for correspondence is Hangar 9, IOM Airport, IM9 2AY Tel 0871 200 0440 Fax 01624 822 112 E-mail firstname.lastname@example.org.
1.3.3 Citywing is exempted by the United Kingdom Civil Aviation Authority ('CAA') from holding an air travel organiser's licence ('ATOL'). You are advised to ensure that you have adequate travel insurance cover.
1.4 Air carriers operating the services
1.4.1 Citywing flights are operated on its behalf by air carriers licensed and insured as air carriers in accordance with European Union law.
1.4.2 Subject to clause 1.4.4, VanAir Europe AS will be the operating air carrier for Citywing flights from the Isle of Man to Blackpool and Belfast City, Gloucester, Glasgow, Jersey and Newcastle. The address of this carrier is set out at the end of these Terms and Conditions.
1.4.3 Citywing may use other air carriers in accordance with these Terms and Conditions.
1.4.4 Citywing will advise you upon reservation of the identity of the operating air carrier.
1.4.5 Where Citywing needs to change the operating air carrier after reservation, Citywing shall inform you of the new operating air carrier as soon as possible and in any event at check-in for your flight. In such circumstances, we shall try to ensure that you receive the same level of service and baggage allowance advertised for your flight but we cannot guarantee that this will always be possible. We may need to change the operating air carrier due to operational reasons or because of unusual or unforeseen circumstances beyond our control.
1.4.6 The prefix used in our flight numbers does not indicate the identity of either the operating or contracting carrier.
We will try to provide the aircraft type specified in the timetable or specified to you at the time of booking. However, we cannot guarantee any particular aircraft. We reserve the right to substitute a different aircraft type. This may be necessary for operational, safety or security reasons or because of unusual or unforeseen circumstances beyond our control.
3 Further definitions
3.1 baggage means your personal property accompanying you in connection with your trip. Unless otherwise specified, it includes both your checked baggage and unchecked baggage;
3.2 baggage check means those parts of the ticket (see definition below) which relate to the carriage of your checked baggage and includes the baggage identification tag;
3.3 baggage identification tag means a document issued by us solely for identification of checked baggage;
3.4 booking reference means the six letter reference number you are given by us to identify each flight reservation made by you which is confirmed by us;
3.5 checked baggage means baggage of which we take custody and for which we have issued a baggage identification tag;
3.6 Convention means the Montreal Convention 1999, including as implemented by EU Regulation (EC) No. 2027/97 as amended by Regulation (EC) No. 889/2002, the Carriage by Air Acts (Applicable Provisions) Order 2004 and in the Isle of Man by the European Communities (Air Carrier Liability in respect of the Carriage of Passengers and their Baggage by Air) (Application) Order 2002 (SD 819/02) or by any other applicable law;
3.7 Damage includes death or bodily injury to a passenger and destruction, loss, partial loss, theft or other damage to baggage of whatsoever nature arising out of or in connection with carriage or other related incidental services performed by us;
3.8 EC Regulation 261/2004 means 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 flight;
3.9 days means calendar days, including all seven days of the week; provided that, for the purpose of notification, the day upon which notice is dispatched shall not be counted;
3.10 fare means the amount paid or to be paid for the relevant flight according to our tariff in force on the date of the booking;
3.11 flight means a single flight from one airport to another airport;
3.12 passenger means any person, except members of crew, carried or to be carried in an aircraft with our consent (see also definition for you and your);
3.13 Special Drawing Right is a unit of currency which the International Monetary Fund fixes from time to time as having a Sterling or other currency equivalent;
3.14 SDR means a Special Drawing Right;
3.15 tariff means the fares, rates, charges and conditions applicable thereto;
3.16 Terms and Conditions means these terms and conditions published by us and governing your booking;
3.17 ticket means the confirmation of flight details (including the booking reference) together with these Terms and Conditions and important notices issued by us or on our behalf (whether in the form of a Confirmation Letter or the equivalent information on the website), and the Boarding Pass issued at check-in.
3.18 unchecked baggage which is equivalent to hand luggage including all personal items taken onboard by a passenger, is baggage other than checked baggage;
3.19 website means the internet site www.citywing.com provided by Citywing for the purpose of passengers making online reservations.
4 Refunds and cancellation fees
4.1 We do not give refunds, save as provided below.
4.2 We do not give refunds in the event of passengers being unable to fly owing to any change in personal circumstances, including medical grounds.
4.3 In exceptional circumstances, however, we will consider issuing a credit note following the bereavement of an immediate family member of a passenger (mother, father, brother, sister, grandparent, grandchild or child) provided that the claim and a copy of the death certificate are submitted by post to our Customer Services Department.
4.4 All claims will be assessed entirely at our discretion. This credit will be to the value of the original fare paid less an administration fee of £15.00 per passenger and can be used against any future Citywing flights with us within the following six (6) month period.
4.5 We offer a goodwill amendment period of 24 hours immediately following a booking during which time typing errors in the booking can, at our discretion, be rectified without paying a change fee. No refunds will be made. We do not give a refund for pre-paid bags.
4.6 We strongly recommend passengers obtain adequate travel insurance to covers them for the full costs of delays, and cancellations as fog and mist occur frequently in this region.
5 Resale of our flights
We will not sell to any person flights which are then to be resold or included in a package in the United Kingdom unless that person holds a valid Air Travel Organiser's Licence (ATOL). If you do not hold an ATOL, you may purchase flights on behalf of your customers only as their agent and if the transaction is made using your customers' own credit or debit cards you must provide one of our tickets to each of your customers on whose behalf you make a booking and our fare must be disclosed. If you make a charge to your customer for this service it must be shown separately from the fare. As an individual you may purchase seats on behalf of friends, relatives, or colleagues as their agent without holding an ATOL provided you do so as their agent and do not intend to recover from them more than the fares which you have paid on their behalf.
Fares apply only for carriage from the airport at the point of origin to the airport at the point of destination. Fares do not include ground transport services between airports and between airports and town terminals. Fares will be calculated in accordance with the Citywing tariff in effect on the date of payment for the ticket for the flight concerned. Should you wish to change your flight or any part of your itinerary there may be additional payments due. (See below: Time and date changes, Route changes, Passenger name changes).
7.1 A promotion is an entitlement to a discount (up to the amount stated) off a qualifying booking, including fare, taxes and charges, and additional products, for example, sports equipment charge, but excluding credit card charges, insurance, hotels and car hire.
7.2 A promotion is only valid through the advertised distribution channel and in some cases may only be available through the website.
7.3 A promotion is subject to availability and is not an indication of availability. In particular, we reserve the right to cancel a Promotion at any time; therefore a promotional offer is not a price guarantee.
7.4 A promotion is not an entitlement to make a specific booking or to travel on a specific date or via a specific route.
8 Redeeming a promotion
8.1 A promotion can only be redeemed against a new qualifying booking and cannot be redeemed against a booking already made.
8.2 In many cases promotional fares may be subject to special terms and conditions, including terms and conditions which are more restrictive than those applying to our normal published fares. Please see the advertised terms and conditions of the promotion.
8.3 A promotion is only valid during the period identified and on the dates and for the products specified in step 2 of 3 of the online purchase process for a qualifying booking.
9 Reservation Requirements
A booking is confirmed by the issuing by us of a booking reference. It is not necessary for you to reconfirm a flight for which there is a booking reference. However, we do recommend passengers check their booking prior to departure by reviewing their booking online. We cannot be held responsible for incorrect details supplied to us at the point of booking.
10 E-Tickets and replacement
10.1 Upon confirming a booking we will provide the person making the booking with an E-Ticket booking reference number and a confirmation by e-mail or post. Each passenger will need to present this booking reference number at check-in, along with valid photo ID (see Passports and Identification below). Appropriate measures should be taken to ensure your booking reference number and/or confirmation letter is safeguarded, as we will make a charge of £5.00 for replacement documents. However, your booking reference number can be obtained from our Reservations Centre before and up to the date of travel without charge. If you require a receipt for a past booking we will make an administration charge of £10.00.
10.2 We reserve the right to deny boarding to any passenger presenting a ticket that has been defaced or changed in any way that has not been previously authorised by us.
All fares are quoted in UK sterling (GBP); payments are also processed using this currency. Should any additional payment become due or any refund or reimbursement become payable, such payment will be made in the same currency of the original booking. For customers outside the Sterling area (GBP), we accept no responsibility or liability for any currency fluctuations at the time the transaction was processed. Please refer to your card issuer for further details.
12 Processing fees
All debit cards are exempt from processing fees. All credit cards payments have a small cost to cover the cost of processing, which will be advised before you make a booking.
All fares, taxes and charges relating to your booking must be paid in full before we will confirm a booking. Once your booking is confirmed all fares and other charges made are non-refundable and, no refund or credit will be given in respect of any decrease in the fare after the booking is confirmed.
14 Time and date changes
14.1 Before departure you may change the time or date of your flight, for a fee of £30 per passenger per flight plus any increase in the fare between the original fare paid and the lowest fare available for the new flight at the time of the change. This can be done either online (up to the day before travel only) or by calling our reservations centre up to two (2) hours before the scheduled departure time on 0871 200 0440.
14.2 Holders of 'Citywing Business Select' tickets may make changes without paying a fee up to two (2) hours before departure.
14.3 In the event of a schedule change by us, we will endeavour to contact all passengers via the e-mail address or mobile phone number supplied at the point of booking. We cannot be held responsible for incorrect details supplied to us at the point of booking.
15 Route changes
Route changes are permitted up to two (2) hours before departure for a fee of £30.00 per passenger per flight, plus any increase in fare between the original fare paid and the lowest fare available for the new flight at the time of change. ‘Citywing Business Select' tickets are subject to the same charges for route changes. Route changes can only be made by calling our reservations centre on 0871 200 0440.
16 Passenger name changes
16.1 Up to two (2) hours before departure you may change the passenger details on your booking, for a fee of £35 per passenger per sector. This can only be done by calling our reservations centre on 0871 200 0440.
16.2 Holders of 'Citywing Business Select' tickets may make changes without paying a fee, by calling our reservations centre on 0871 200 0440.
17 Missed Flights
If you miss your flight and arrive at the airport within two (2) hours after the scheduled departure time, we will book you on the next available flight (if a seat is available) for a fee of £50.00. You must be present at the airport of scheduled departure to claim 'missed flight'. Re-booking for another day is not permitted, unless that is when the next available flight is. If you were booked on a day return you can book the next available day return for a fee of £100.00 (£50.00 per flight).
18 Free Early Arrival Transfers.
18.1 Subject to the provisions of this paragraph, if you arrive early at the airport for your return flight, at Citywing’s absolute discretion you may be able to transfer to an earlier flight on the same day as the flight booked without further charge, where that earlier flight has seats available and where it would not cause a delay to its departure.
18.2 You must have already made an outbound flight with us and be returning from the original destination to the original point of departure.
18.3 On arrival at the airport, please see our representative to find out if it will be possible to transfer. You must also observe the check-in times for the earlier flight as set out below.
19 Online check-in
Passengers checking in on-line will only be regarded as accepted for travel once they have presented their boarding passes to, and have been cleared through security at the departure airport.
20 Check-in and Boarding
20.1 Check-in desks will open at least one (1) hour before the scheduled time of departure. Passengers who arrive at the check-in later than thirty (30) minutes prior to the scheduled time of departure will not be able to travel, and will not get a refund, credit voucher, or opportunity to re-book.
20.2 Given the current security requirements we recommend that you arrive at check-in least 60 minutes before the scheduled departure time.
20.3 You must be present at the boarding gate (after clearing security) no later than 20 minutes prior to departure. You must allow sufficient time to clear security. If you fail to arrive at the boarding gate by this time, your seat will be cancelled.
20.4 We appreciate that there are some passengers who require assistance and wherever possible we will do our best to assist. After prior arrangement with our check-in and gate staff, the following are some examples of passengers who may be allowed to board first:
- parents with babies and young children; and
- passengers who require assistance.
20.5 Pre-boarding is always at the discretion of our airport staff, and is designed to give passengers who may need a little extra time to board an opportunity to do so. So if you need assistance in any way, please do let us know at check-in and at the departure gate.
20.6 We advise all passengers to check in on time, even for delayed flights, as circumstances can change.
21.1 We do not guarantee to provide any particular seat in the aircraft and you agree to accept any seat that may be allocated or is otherwise made available on your flight. We reserve the right to assign or reassign seats at any time, even after boarding of the aircraft. This may be necessary for operational, safety or security reasons.
21.2 Because safety is our main priority, there are some seats adjacent to the emergency exits that are not suitable for all passengers. These seats are only suitable for use by able-bodied adults as they may be required to assist the crew in the unlikely event of an emergency. Passengers may only sit in one of these restricted seats at the discretion of our crew.
21.3 Please assist us to board the aircraft as quickly as possible, and therefore depart on time, by not sitting in one of these seats if you do not meet the above criteria, or you are travelling with infants or children.
22 Onward Travel and Connecting Flights
22.1 We have no agreement or arrangement with any other airline or carrier for the onward carriage of its passengers.
22.2 It is your responsibility to ensure you have allowed enough time to meet any onward flights.
22.3 Possible onward flights shown on our website are for information purposes only.
22.4 We strongly recommend you take out adequate travel insurance to cover for the cost of any missed onward travel or connecting flights.
23 Passports and Identification
23.1 Passports are not required for travel between points in the United Kingdom or between points in the United Kingdom and the Isle of Man and the Channel Islands.
23.2 A form of photo ID is now mandatory for security purposes and will be required at check-in. Passengers without the required identification will be denied boarding and will not be entitled to a refund, credit voucher or the opportunity to rebook their flights.
23.3 Only the following forms of photo ID are valid:
(b) Driving Licence (with photo)
(c) EU OR SWISS Identity Card (with photo)
(d) Armed Forces Identity Card
(e) Police Warrant Card
(f) Government Issued Identity Card
(g) National Union of Students Identity Card (with photo)
(h) Government Issued Bus Pass
(i) Citizens Card
23.4 Special ID requirements
Children under 16 years of age can travel without photo identification provided that they are travelling with an accompanying adult.
24.1 Due to the size of our aircraft and government security requirements we have to strictly enforce baggage restrictions.
24.2 Our baggage allowance per passenger is one item up to a maximum weight of 6kg free of charge hand baggage (This includes handbags, briefcases, laptop computers, make-up cases and all other personal items you take on board with you, as long as they meet the requirements for fitting in the gauges provided) and 15kg in respect of paid for checked baggage.
24.3 Occasionally baggage allowances may be different from those indicated here in the event of a change of aircraft.
24.4 To meet Health and Safety laws, the maximum total weight for a single bag is 32 Kilos (28 kilos on Jersey route).
24.5 Excess baggage weight is charged at the rate of £10.00 per kg.
25 Checked baggage
25.1 This baggage will be carried in the hold of the aircraft. Unless you purchase a Citywing Business Select ticket, we charge £15 per bag for checked baggage booked in advance on-line at the time of booking or up to 24 hours before time of departure, or £20 for bags booked via the call centre after the flight has been booked, or our standard charge of £25.00 per bag is payable at the desk when you check in for your flight or at the gate if you have used internet check in. Subject to clause 24.5, the maximum aggregate weight of all checked baggage must not exceed 15kg. .
25.2 In the event of a full flight, pre-paid checked baggage will have priority when the bags are loaded onto the aircraft. Checked baggage will be available for collection on arrival at the baggage carousel in the terminal building.
26 Unchecked baggage
26.1 You may take one item of hand baggage onto the aircraft free of charge, as long as it fits into the luggage gauge sizer at check-in and weighs less than 6kg. A laptop can be carried in addition to the 6kg but it must fit into the hand baggage bag, a laptop bag cannot be carried separately. The dimensions of the sizer are: Length: 50cm, Width: 35cm and Height: 22cm including handles and wheels. Any item of baggage larger or heavier than this must be checked in.
When you board the aircraft, crew or ground staff will place your hand luggage in the hold unless it is small enough to fit under the seat. You then collect your hand luggage as soon as you disembark from the aircraft.
27 Heavy or bulky baggage
If you are travelling with particularly heavy or bulky luggage (such as fishing rods), you must notify our reservations team in advance who will try and make sure they get on your flight. Otherwise they will be carried on the next available flight with collection and insurance remaining your responsibility.
28 Baby Equipment
28.1 Baby equipment including buggies, cots, and car seats can be checked into the hold, or carried to the aircraft and loaded into the hold by ground staff.
28.2 In the event of damage to or loss of these items, our liability will be limited to 1,131 SDRs (approximately £1,000), pursuant to the Convention. Unless you can prove that the damage resulted from our or our agent’s act or omission, done with intent to cause damage or recklessly and with knowledge that damage would probably result, and upon proving that our agent was acting within the scope of its employment.
28.3 Due to the above limits, we strongly recommend you have suitable private insurance cover for such items.
28.4 Baby Equipment forms part of your total baggage allowance, with the exception of car seats and folding pushchairs which can be carried in addition to your total baggage allowance.
29 Dogs and other animals
29.1 We do not carry dogs or other live animals (other than assistance dogs) on any of our flights.
29.2 We will accept assistance dogs for the blind but you must contact our reservations office when you book or at least 48 hours before the published time of departure of the flight.
30 Musical instruments, sporting and valuable equipment
30.1 Owing to the value of such items, we recommend that you have suitable private insurance cover in force for such items. We will not be liable for any damage resulting from the inherent defect, quality or vice of such items.
30.2 The maximum weight for any single piece of baggage, including musical instruments and sporting equipment is 32kgs.
31 Golf equipment, skis and surfboards
31.1 Due to the size of the aircraft operated we cannot guarantee to carry golf equipment, skis or surfboards on a particular flight. However, please call our reservations centre on 0871 200 0440 and we will try to pre-arrange the carriage of up to four sets of golf clubs on a flight and the carriage of other such equipment.
31.2 An additional fee of £25.00 is charged per item per flight for the carriage of the above items.
Due to the size of the aircraft operated, we cannot carry bicycles.
33 Lost or damaged baggage
33.1 If your baggage is damaged or lost during a flight, you must advise a member of ground handling staff immediately and complain in writing within seven (7) days. If your baggage is delayed, you must complain in writing within twenty one (21) days from the date on which your baggage should have arrived.
33.2 In the event of loss, destruction, delay or damage to baggage our liability will be limited under the Convention to 1,131 SDRs (approximately £1,000). This limit will not apply if you can prove that the damage resulted from our or our agent’s act or omission, done with intent to cause damage or recklessly and with knowledge that damage would probably result, and upon proving that our agent was acting within the scope of its employment.
33.3 We will not liable for delay to baggage if we and our servants and agents took all measures that could reasonably have been required to avoid the delay or it was impossible for us to do so.
33.4 We will not be responsible for any loss or damage to baggage resulting from the inherent defect, quality or vice of the baggage. We will only be liable for damage, destruction or loss of unchecked baggage if it resulted from our fault or that of our agents or servants.
33.5 Passengers are advised to take out their own insurance to cover the value of their baggage and its contents.
33.6 It is our policy to refund £25.00 once an item of checked baggage has been reported missing for 24 hours or more to contribute towards any emergency purchases (e.g. toiletries etc.) whilst awaiting delivery of delayed checked baggage.
33.7 In the course of normal handling, your checked baggage may show signs of wear and tear. We accept no responsibility for the following:
- Cuts, scratches, dents and stains
- Items of a fragile or perishable nature
- Over packed bags
- Manufacturer's defects
33.8 Passengers should carry all medication in their unchecked baggage.
34 Prohibited Items
34.1 The following articles are not permitted in baggage: flammable liquids and solids such as lighter or heater fuels, paint, and matches. Poisons such as insecticides, weed killers, arsenic, and cyanide. Radioactive material, oxidising material, and organic peroxides such as bleaches and fibreglass repair kits. Firearms and explosives, handguns, automatic weapons, munitions, ammunitions including blank cartridges, pistol caps, fireworks, flares, smoke canisters, and crackers. Infectious substances such as bacteria and viruses. Corrosives such as mercury, acids, alkalis, and wet-cell batteries. Compressed gasses. Deeply refrigerated flammable, non-flammable, and poisonous gases such as butane, oxygen, propane, and aqualung cylinders.
34.2 If you have any questions regarding baggage, please check with us in advance of travel as the above list of dangerous articles is not exhaustive.
34.3 Please note that passengers are not allowed to carry "strike anywhere" matches or disposable lighters under any circumstances. This applies to both checked and unchecked baggage.
34.4 Freight or cargo items cannot be accepted as baggage. We do not carry wheelchairs with unsealed batteries, stretchers, full-size prams, bicycles or engines.
34.5 Current security measures are explained in the Department of Transport website. www.gov.uk/hand-baggage-restrictions
35 Passengers requiring special assistance
35.1 We will always try to accommodate disabled persons and persons with reduced mobility; however, restrictions placed upon us by the type of aircraft in service may mean we cannot cater for all requirements and if necessary may mean we refuse to accept your reservation.
35.2 Passengers requiring special assistance must advise us of their requirements when they book their seats or at least 48 hours before the published time of departure of the flight to allow appropriate equipment and resources to be organised at the airport.
35.3 Due to the aircraft types we operate, we do not have cabin crew so passengers may be required to travel with a companion who can provide them with the required assistance.
35.4 If you are booking online, you can call our reservations centre on 0871 200 0440 with your booking reference number and discuss your requirements.
35.5 Wherever possible folding wheelchairs will be carried free of charge in addition to your normal baggage allowance, but you must contact our reservations office when you book or at least 48 hours before the published time of departure of the flight. Please note due to the size of aircraft operated, we cannot carry mobility scooters.
35.6 Details of the safety rules that apply to the carriage of disabled person and person with reduced mobility, as well as restrictions on the carriage of mobility equipment due to the size of aircraft used can be found here.
36 Restricted facilities and services on board
Our operators fly small aircraft on short sector routes. Please make note that there are no lavatory or wash-room facility on board. Passengers are advised to use the airport facilities before boarding. There is no in-flight cabin service.
37 Babies and toddlers
Unfortunately, babies under two (2) weeks old cannot be carried on our flights. Toddlers up to two (2) years on the date of travel will be carried at a reduced fare as notified at the time of booking, providing they do not require a seat of their own and will be carried on the lap of an adult for which an appropriate restraint will be provided and must be used. Children aged two (2) years or over are charged the full adult fare on all routes.
38 Unaccompanied minors and young persons
38.1 We only accept children for travel before their 8th birthday if they are travelling with an adult, on the same booking reference, aged 16 years or older, who will take responsibility for the child. Children aged 8 and under 12 may travel with us as unaccompanied minors but may only travel on single sector flights. They will be accompanied by a member of our staff, or our handling agents at all times, after leaving the parent/guardian at check-in, while at the airport. The parent/guardian dropping the child off at the departure airport must remain at the airport until 10 minutes after the aircraft is airborne. They must be signed for at our check-in desk and again upon collection at their destination. As we do not have cabin crew, the child will not be accompanied for the duration of the flight but the Captain will be aware that there is an unaccompanied minor on board. The child will be delivered to and collected from the aircraft by our ground staff. The charge for this service is £25.00 per sector and must be booked through the reservation centre.
38.2 While at the airport, young persons aged 12 or above but under 16 can also be accompanied by a member of our staff or handling agents if the parent or guardian requests it in writing beforehand, at least 48 hours prior to departure. There will be no requirement in this case for a signature at the arrivals airport and our responsibility will cease upon safe delivery of the young person to the arrivals hall. The charge for this service is £25.00 per sector and must be booked through the reservation centre.
38.3 Proof of age must be shown for young passengers between the age of 8 years and 16 years travelling alone.
38.4 If the designated carer is not present to meet the unaccompanied minor at the scheduled arrival time, we will levy a charge of £30.00 per hour or part thereof that the child has to remain in our care. Please ensure you are at the airport in good time to meet unaccompanied minors. If the flight is unable to land at its destination airport or diverts for any reason, the unaccompanied minor will be returned to the original airport of departure.
38.5 We do not operate an indemnity policy and therefore under no circumstance, under the Child Protection Act, must another passenger be asked to accept responsibility during flight of an unaccompanied minor.
39 Groups of children
We will accept groups of children aged 13 years or under on the condition that there is a minimum ratio of one accompanying adult per 8 children and that the children are responsibly behaved at all times including check-in and prior to departure. In these instances an adult is considered to be anyone aged 16 years or above.
40 Expectant mothers
Expectant mothers may travel up to and including the 27th week of their pregnancy, and will be accepted between the 28th and 34th week if they are in possession of a doctor's certificate confirming the stage of their pregnancy and that they are fit to fly.
41 Carriage of human remains
We do not accept human remains for carriage on any routes. The carriage of ashes is permitted provided a copy of the death certificate and the cremation certificate accompanies them. The passenger in possession of the ashes must ensure they are securely packaged in an appropriate container and should include them in their unchecked baggage. The check-in staff must be informed.
42 Additional seat requirement
42.1 In normal circumstances, our minimum seat dimensions are as follows:
Pitch (distance between back of seat and back of seat in front): 29" (approx. 72.5cm)
Width (distance between armrests): 17.5" (approx. 44cm)
42.2 If you are unable to fit comfortably and safely into a single seat with the above dimensions for any reason including medical requirements e.g. a broken leg, or personal space requirement, you will be required to purchase an additional seat in advance of travel. In the event of the flight not being fully booked on the day of travel, we will issue a credit to the value of the additional seat purchased or original seat, whichever is the lower, to be used within three (3) months. All claims must be made in writing within seven days from date of travel.
42.3 Please contact our reservations centre on 0871 200 0440 to discuss your specific requirements.
43 Fitness to fly
43.1 We may refuse carriage if we deem that you may put the safety of the aircraft or the health or safety of any person in the aircraft in danger or at risk.
43.2 Passengers suffering from a medical illness or condition that requires a certificate from your general practitioner or local doctor confirming fitness to fly may be refused carriage in the absence of such certificate.
43.3 Passengers suffering from an infectious disease will be refused carriage.
We do not accept stretchers for carriage on any flights.
45 Asthma sufferers
Asthma sufferers are able to carry inhalers and/or nebulisers provided that these do not contain oxygen cylinders. Passengers suffering from severe asthma or those who have recently been prescribed oral steroids will require certification confirming fitness to fly.
46 Cancellation, Delay and Denied Boarding
46.1 Alteration to schedule or cancellation prior to the date of your departure
46.1.1 Where a cancellation or significant alteration is made to our schedule before the date of your departure, we will use reasonable efforts to inform you of any such cancellation or alteration.
46.1.2 Where an alteration will result in your flight being delayed beyond its scheduled time of departure by two (2) hours or more, you will be entitled to the rights set out in clause 46.3
46.1.3 Where your flight has been cancelled, you will be entitled to the rights set out in clause 46.2
46.2 If your flight is cancelled
46.2.1 You will be offered the choice between: (1) a refund and a return flight to the first point of departure, at the earliest available opportunity; (2) re-routing, under comparable transport conditions, to your final destination at the earliest available opportunity; or (3) re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to the availability of seats.
46.2.2 If you choose a refund, it can be claimed by calling our call centre only on 0871 200 0440.
46.2.3 You will be reimbursed for the reasonable cost of meals and refreshments in reasonable relation to your waiting time.
46.2.4 You will be provided with two (2) free of charge telephone calls, telex, fax messages for e-mails.
46.2.5 If you have been re-routed and it is reasonably expected that the departure time of the new flight is at least the day after the departure that was planned for the cancelled flight, your reasonable cost of hotel accommodation and transport between the airport and the place of accommodation will be covered.
46.2.6 You will be provided with €250 compensation, subject to clause 46.2.7 below.
46.2.7 Compensation will not be payable in any of the following circumstances:
- You were informed of the cancellation at least two weeks before the scheduled time of departure;
- You were informed of the cancellation between two (2) weeks and seven (7) days before the scheduled time of departure and were offered re-routing, allowing you to depart no more than no more than two (2) hours before the scheduled time of departure and to reach your final destination less than four (4) hours after the scheduled time of arrival;
- You were informed of the cancellation less than seven (7) days before the scheduled time of departed and have been offered re-routing, allowing you to depart no more than one (1) hour before the scheduled time of departure and to reach your final destination less than two (2) hours after the scheduled time of arrival; or
- The flight was cancelled owing to extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.
46.2.8 Where we provide the above assistance and compensation we will do so on behalf of the air carrier operating the flight concerned All assistance and payments made by us are in full and final settlement of any claims against us and against the air carrier under EC Regulation 261/2004 .
46.3 If your flight is delayed beyond two hours
46.3.1 Citywing offer great service at competitive prices and we will always try and extend that service and care to our passengers even when caused by factors outside of our control. Nonetheless travel delays are expensive and we strongly recommend passengers take out comprehensive travel insurance to cover them for any unexpected costs.
46.3.2 While you wait, you will be entitled to a refreshment voucher to the value of £3.00. For every additional delay of two hours thereafter, a further refreshment voucher to the value of £3.00 will be issued to you.
46.3.3 You will be offered free of charge two (2) telephone calls, or fax messages or emails.
46.3.4 Where your flight has been delayed in its schedule time of departure by five (5) hours or more, you will be offered the choice between: (1) a refund and a return flight to the first point of departure, at the earliest available opportunity; (2) re-routing, under comparable transport conditions, to your final destination at the earliest available opportunity; or (3) re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to the availability of seats. If youchoose a refund, it can be claimed by calling our call centre only on 0871 200 0440.
46.3.5 Where your flight has been delayed in its schedule time of arrival by three (3) hours or more you will be provded with €250 compensation, unless the delay was caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.
46.3.6 Where we provide the above assistance and compensation we will do so on behalf of the air carrier operating the flight concerned. All assistance and payments made by us are in full and final settlement of any claims against us and the air carrier under EC Regulation 261/2004.
46.4 Delay to holders of 'Citywing Business Select' tickets
46.4.1 Holders of 'Citywing Business Select' tickets may change their ticket to another time or date as soon as the flight is delayed past the scheduled departure time.
If we advise you of a delay of more than two hours from the scheduled time of departure and you choose not to fly, you will be entitled to:
(a) Book another seat with us free of charge to the same destination (subject to availability) for travel within the following seven (7) day period by making arrangements at our sales desk or by contacting the Citywing call centre on 0871 200 0440; or
(b) Cancel your seat and receive a credit note by calling our call centre only on 0871 200 0440. The fare paid (inclusive of all taxes and charges but exclusive of credit card, name change, or transfer fees if applicable) for the affected flight and the return flight, upon request, will be held in a credit file for you. You can use this credit towards another of our flights within the following six-month period
46.5 If you are denied boarding
46.5.1 We will not deliberately overbook flights. But should it ever happen, you will be able to choose between: (1) a refund and a return flight to the first point of departure, at the earliest available opportunity; (2) re-routing, under comparable transport conditions, to your final destination at the earliest available opportunity; or (3) re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to the availability of seats.
46.5.2 If you choose a refund, it can be claimed by calling our call centre only on 0871 200 0440.
46.5.3 You will be reimbursed for reasonable cost of meals and refreshments in reasonable relation to your waiting time.
46.5.4 You will be provided with two (2) free of charge telephone calls, telex, fax messages for e-mails.
46.5.5 If you have been re-routed as a consequence of the cancellation and it is reasonably expected that the departure time of the new flight is at least the day after the departure that was planned for the cancelled flight, we will cover the reasonable cost of hotel accommodation and transport between the airport and the place of accommodation.
46.5.6 You will be provided with €250 compensation.
46.5.7 Where we provide the above assistance and compensation on behalf of the air carrier operating the concerned flight. All assistance and payments made by us are in full and final settlement of any claims against us and the air carrier under EC Regulation 261/2004.
46.6 If you are denied boarding or if your flight is cancelled or delayed for at least two hours, ask at the check-in counter or boarding gate for the text stating your rights, particularly with regard to compensation and assistance.
46.7 In all cases where you are entitled to welfare and compensation as set out above, and pursuant to EC Regulation 261/2004, we provide such welfare and compensation on behalf of the operating carrier and such welfare and compensation shall be in full and final settlement of such entitlement under EC Regulation 261/2004.
47 Refusal of carriage
47.1 Refusal of carriage is not denied boarding.
47.2 We or our operators may refuse carriage to any person or offload him or her at any airport without refund of fare or compensation if it is considered that:
(a) carrying the passenger or his baggage might endanger the safety of the aircraft, its passengers or crew;
(b) the passenger is drunk or under the influence of alcohol or drugs;
(c) the passenger is, or there is good reason to believe he is, in unlawful possession of drugs;
(d) the passenger's mental or physical state is a danger or risk to the passenger, the aircraft or any other person on it;
(e) the passenger has refused to allow a security check of himself or his baggage;
(f) the passenger has disobeyed instructions relating to safety or security from the ground staff;
(g) the passenger has persistently used threatening, abusive or insulting words to a member of our staff, to another of our passengers, to any member of airport staff or a ground handling agent;
(h) the passenger has behaved in a threatening, abusive or insulting way towards a member of our staff to another of our passengers, to any member of airport staff or ground handling agent;
(i) the passenger has made a bomb threat against us;
(j) the passenger has committed a criminal offence during the check-in or boarding processes or on board the aircraft prior to take-off.
48 Conduct on board
48.1 In accordance with national and international laws the Captain is in command of the aircraft and every person on board must obey his or her lawful commands. All our Captains have authority to deal with passengers who misbehave, are disruptive, or otherwise cause problems by whatever means the Captains think fit. This may include forcible removal from the flight and handing over those persons to security personnel or police on the ground. If a passenger causes any damage whatsoever or his or her actions cause us or our operators to incur any costs (including those of a diversion of the aircraft, which may be substantial) he or she will be liable for the full amount such costs.
48.2 Smoking and consumption of alcohol
We operate a policy of no smoking at any time on all aircraft. Passengers are also prohibited from consuming alcoholic beverages on our flights.
49 Liability for death, injury or damage
Our liability to you and the liability of our operators to you for death, bodily injury and other damage (including damage to or loss of baggage) is determined and in some important respects limited by the Convention and by EU law. Please see also Important Notice to Passengers below.
50 IMPORTANT NOTICE TO PASSENGERS
WARNING: The text of the notice below is required by European Union legislation but it is not a wholly accurate or complete description of the carrier's liabilities. It cannot be used as a basis for claims for compensation or interpretation. In all cases the carrier will only be liable for claims for which legal liability is established. A "Community air carrier" means an air carrier with a valid operating licence granted in accordance with EU Regulation (EEC) No. 1008/2008.
When reading the notice please bear in mind the following: The notice is inaccurate in stating that for damages up to 113,100 SDRs the air carrier cannot contest claims for compensation. Under the Regulation and the Montreal Convention the position is as follows: for damages up to 113,100 SDRs in respect of death or bodily injury caused by an accident on board the aircraft or during embarking or disembarking, the carrier cannot exclude or limit its liability except where there is contributory negligence. Also the limit of the air carrier's liability for baggage delays, destruction, loss or damage to baggage is 1,131 SDRs in total. The statement that if the name or code of an air carrier is indicated on the ticket, that carrier is the contracting carrier, does not apply in all cases.
50.1 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.
50.2 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 113,100 SDRs (approximately £110,000) 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.
50.3 Advance payments. If a passenger is killed or injured, the air carrier must make an advance 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).
50.4 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 4,694 SDRs (approximately £4,600).
50.5 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 1,131 SDRs (approximately £1,100).
50.6 Destruction, loss or damage to baggage. The air carrier is liable for destruction, loss or damage to baggage up to 1,131 SDRs (approximately £1,100). 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.
50.7 High 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.
50.8 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.
50.9 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.
50.10 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.
50.11 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 2027/97 (as amended by Regulation (EC) No 889/2002) and national legislation of the Member States.
50.12 NOTE: A Community air carrier's liability is as provided by the Montreal Convention of 1999 and the EU Regulation (EC) No.2027/97 as amended by No. 889/2002. For these purposes all Citywing operators are to be regarded as Community air carriers. The Montreal Convention may limit the liability of carriers in respect of death or injury and for destruction or loss of, or damage to, baggage, and for delay. For claims made in jurisdictions where these provisions are not in force, to the extent not in conflict with the special contractual terms adopted by a Community air carrier, the Warsaw Convention of 1929 (and any amendments to it that may be applicable) may apply and may limit the liability of carriers for death or personal injury and in respect of loss of or damage to baggage.
51.1 We adhere to the provisions of The Data Protection Act 1998. From time to time, we and carefully selected partners may contact you with tailored offers and product information. If you would prefer not to receive this information, you can notify us when you book.
51.2 When you book a flight with us, we need to collect certain information to be able to process your booking. The information is sent to us via an SSL encrypted server. This information will form part of a permanent record of your dealings with Citywing.
51.3 When you email us, we may ask for certain information to be able to check our records and answer your questions quickly and accurately. When you contact us, in any way, we may make a note of this contact if it is relevant to your permanent record. This allows us to provide a higher level of ongoing customer care.
52 Website disclaimer
52.1 While every effort is made to ensure that all information on the website is updated and correct, we shall not be liable for any loss, breach, damage (whether direct, consequential, general or special) or expense of any nature whatsoever which may be caused, directly or indirectly through the use of, supply or reliance upon any information or service provided by this website.
53 Choice of Law and Jurisdiction
53.1 Unless otherwise provided by the Convention or any applicable law, Government regulations, orders or requirements these Terms and Conditions and any carriage which we agree to provide you with (in respect of you and/or your baggage) shall be governed by the laws of England; and
53.2 any dispute between you and us concerning or arising out of such carriage in any way whatsoever shall be subject to the non-exclusive jurisdiction of the Courts of England and Wales.
Van Air Europe AS
Brno International Airport