CITYJET (WX) COMMERCIAL POLICY - For Travel agents
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CITYJET (WX)
COMMERCIAL POLICY
For
Travel agents
1-WX commercial policy Travel Agencies v22 29Jan15
Version Date Change Comment By
1.0 02/02/2014 Creation from DS Commercial policy Draft WX Distribution Team
Version
4.0 25/02/2014 Adjustments Draft WX Distribution Team
Version
V15 14/03/2014 Adjustments for approval Draft WX Distribution Team
Version
V16 25/03/2014 Add queue address and copy disruption Draft version HAM
policy from Chris’document
V17 09/06/2014 WX flights available in more GDSs Draft version WX Distribution Team
Queue placement update for SSRs
Name Change – procedure updated
ATL Firm Policy Implemented
Interline partners update
WX – JL paper ticket acceptance
V18 28/10/2014 Updated ticketing deadline WX distribution Team
V19 03nov14 Added commission WX distribution Team
V20 20Nov14 Penalty fee for Sabre users to be taken WX distribution Team
as XP Tax
V21 26nov14 ATL updates WX distribution Team
V21.1 10dec14 ATL updates WX Distribution Team
V22 29Jan15 Child/infant discount WX Distribution Team
2-WX commercial policy Travel Agencies v22 29Jan15SCOPE OF THE NEW CITYJET (WX) COMMERCIAL POLICY
WX Commercial policy for Travel agents applies:
- For Sales as of March 2014
- For travel as of 30 March 2014 (Summer 2014 season)
- On all WX routes
3-WX commercial policy Travel Agencies v22 29Jan15Table of Contents
Welcome to CityJet ................................................................................................................................. 7
Chapter 2 Products and Services ............................................................................................................. 8
2.1 WX Products .................................................................................................................................. 8
2.1.1 General Comparison Chart ...........................................................................................................9
2.1.2 Products – Fare Conditions ........................................................................................................10
2.2 Baggage ....................................................................................................................................... 12
2.2.1 Transport, charge and pooling rules ..........................................................................................12
2.2.2 Cabin baggage allowance ...........................................................................................................12
2.2.3 Hold Baggage Allowance ............................................................................................................12
2.2.4 Additional baggage allowance (ABA) as an ancillary ..................................................................17
2.2.5 Other baggage charges: Oversize and Overweight Charges ......................................................19
2.3. UMNR (Unaccompanied Minors) ............................................................................................... 20
2.3.1 Quota ..........................................................................................................................................20
2.3.2 Creation of the reservation file (PNR) ........................................................................................20
2.3.3 UMNR form ................................................................................................................................20
2.3.4 Fare pricing process ....................................................................................................................20
2.3.5 Other issuance cases ..................................................................................................................21
2.3.6 UMNR Seating ............................................................................................................................21
2.3.7 UMNR at the airport ...................................................................................................................21
2.4. Children and Infant passengers .................................................................................................. 24
2.4.1 Children ......................................................................................................................................24
2.4.2 Infants .........................................................................................................................................25
2.5. Passengers with reduced mobility and other disabilities........................................................... 28
4-WX commercial policy Travel Agencies v22 29Jan152.5.1 Blind or Deaf passengers ............................................................................................................28
2.5.2 Passengers on Stretchers (STCR) ................................................................................................28
2.5.3 Passengers requiring oxygen ......................................................................................................29
2.5.4 Types of reduced mobility ..........................................................................................................29
2.5.5 DPNA mentally disabled passengers ..........................................................................................31
2.5.6 Passengers with syringes ............................................................................................................31
2.5.7 Escort for passenger with reduced mobility ..............................................................................32
2.5.8 Assistance animals......................................................................................................................32
2.5.9 Reduced mobility and other disabilities - At the airport ............................................................34
2.5.10 Pregnant women and new born ...............................................................................................34
2.5.11 Passenger assistance - Extra Seat (EXST) for personal comfort ...............................................34
2.5.12 Deported Passengers................................................................................................................35
2.6. Animals ...................................................................................................................................... 37
2.6.1 Animals in the cabin (PETC) ........................................................................................................37
2.6.2 Animals in the hold (AVIH) .........................................................................................................37
2.6.3 PETC Charges ..............................................................................................................................37
Chapter 3 Booking policy and sales procedures.................................................................................... 38
Sales & support - PNR servicing............................................................................................................. 38
3.1.1 Commission. ..…… ..................................................................................................................... 38
3.1.2 WX bookings intervention scope.............................................................................................. 38
3.2 Voluntary after sales policy ......................................................................................................... 40
3.2.1 Reissue:.......................................................................................................................................40
3.2.2 Refunds:......................................................................................................................................40
3.2.3 Reissue fees and refund fees......................................................................................................42
3.2.4 Change/refund Policy in case of 2 different Fare Families within the same ticket ....................43
3.3 Disruption: ................................................................................................................................... 45
3.3.1 Re-accommodation ....................................................................................................................45
5-WX commercial policy Travel Agencies v22 29Jan153.3.2 Notification and follow up ..........................................................................................................45
3.4. Groups ........................................................................................................................................ 47
3.5 Ticketing time limit: ..................................................................................................................... 48
3.6. Interline ETKT agreement ........................................................................................................... 49
Chapter 4 GDS Functionalities Comparison Table................................................................................. 50
ANNEXES................................................................................................................................................ 51
6-WX commercial policy Travel Agencies v22 29Jan15Welcome to CityJet
CityJet, is an established European regional airline, headquartered in Dublin with offices in London
and Antwerp and London, with staff residing across Europe.
In total, CityJet has a fleet of 38 aircraft, operating two aircraft types across its European network: the
Avro RJ85 and the Fokker 50, both of which are equipped with the most up-to-date flight deck and
CityJet operates on average 550 flights a week with 20 European and UK destinations served (see
Network map below). During 2013 more than 1.1 million passengers flew on CityJet services
CityJets designated IATA code and ticket plate are WX and 689 respectively.
Prior to 2014, CityJet’s operating flights could only be booked via codeshare or via the the CityJet
website (www.cityjet.com). From 2014 Spring onwards, travel agents are also able to book Cityjet’s
flights via the following core GDS providers, Amadeus, Galileo, WorldSpan and Sabre. However,
some functionalities are only available to some GDSs. Please refer to Chapter 4 for more
details on what is technically permitted according to the relevant GDS.
CityJet is now developing its own brand identity, strategy, products and services. The purpose of this
document is to provide guidance on processes linked to selling CityJet and explaining in a user
friendly way, what to do in the majority of situations.
In the event that you require further assistance, CityJet Trade Support is at your disposal and
can be reached as follows:
Monday to Friday, from 8 am to 6 pm; Saturday, from 8 am to 12 pm and Sundays from 1 pm to 6
pm.
From UK please call: 0871 405 1010 (0,10 £/mn), from Ireland : 0818 71 0210 (LO- CALL), from
other countries : +44 871 405 1010
7-WX commercial policy Travel Agencies v22 29Jan15Chapter 2 Products and Services
2.1 WX Products
CityJet customers benefit from a range of three distinct product offers, each designed to meet different
customers’ needs. Below you will find a brief description of each of them.
CityPremium - Our ultimate flying experience
CityPremium - offering the highest level of priority at all times, total freedom with full flexibility at no
extra charge.
CityFlex - The flexible choice for those on the go
CityFlex - for business or pleasure. For customers looking for the optimum combination of flexibility,
efficiency and comfort.
CityValue - Our best value fare
CityValue - with no additional charges for baggage and the ability to change the ticket (for a fee), it's
an affordable approach to travel.
8-WX commercial policy Travel Agencies v22 29Jan152.1.1 General Comparison Chart
* where available, currently the case for AMS and CDG only
CityValue CityFlex CityPremium
Booking Class U, K, H, L, Q
Y,B,M W,S,A
T, E, N, R, V, X
9-WX commercial policy Travel Agencies v22 29Jan152.1.2 Products – Fare Conditions
2.1.2.1 City Premium
Voluntary Changes: permitted free of charge before and after departure. No penalty fee apply,
however, passenger may need to pay for an upgrade to the next available fare in the event his/her
original booking class is not available on the new desired date.
Turn up and go: City Premium passengers are able to go show on any City Jet operated flight on their
original booked destination
The following change rules need to be respected: Upgrade, transfer, stopovers all permitted.
Revalidation and multi-document revalidation are not permitted.
The following re-pricing rules apply: The new base fare amount must be calculated using current
applicable fare in effect at time of reissue under the following conditions: Booking class needs to be
equal or higher than the original ticket.
Change fee: no penalty fee applies.
All discounts valid in case of penalty, if applicable, as well as fare upgrade.
Refunds: permitted before and after departure.
Agents ‘Commission: 0%
2.1.2.2 City Flex
Voluntary Changes: permitted free of charge before and after departure.
No penalty fees apply however, passenger may need to pay for an upgrade to the next available fare
in the event his/her original booking class is not available on the new desired date.
The following change rules need to be respected: Upgrade or Change of Booking class (subject to fare
difference), transfer, stopovers all permitted. Revalidation and multi-document revalidation are not
permitted.
The following re-pricing rules apply: The new base fare amount must be calculated using current
applicable fare in effect at time of reissue under the following conditions: Booking class needs to be
equal or higher than the original ticket.
Change fee: no penalty fee applies.
All discounts valid in case of penalty, if applicable, as well as fare upgrade.
Refunds: permitted before and after departure.
Agents ‘Commission: 0%
10-WX commercial policy Travel Agencies v22 29Jan152.12.3 City Value
Voluntary Changes: permitted with a penalty fee of GBP60/EUR70, before and after departure. In the
event the original booking class is not available on the new required date, the passenger may pay for
an upgrade to the next available class.
The following change rules need to be respected: Fare basis change, upgrade or change of booking
class permitted, subject to fare difference. Revalidation and multi doc revalidation not permitted.
Transfer and stopovers not permitted.
The following re-pricing rules apply: The new base fare amount must be calculated using current
applicable fare in effect at time of reissue under the following conditions: Booking class needs to be
equal or higher than the original ticket.
Change fee: penalty fee applies (see individual fare rules for further information)
All discounts valid in case of penalty, if applicable, as well as fare upgrade.
Refunds: not permitted before or after departure.
Agents ‘Commission: 0%
Note:
Please read the fare rules (especially the penalty section) governing the ticket before changes are
made as the most upto date information will be contained within.
Agents with access to an automated repricing tool from their GDS/CRS will benefit from the fact that
we file our fares with Cat31, the voluntary change category, that will speed up the recalculation and
reissue process when changes are made.
11-WX commercial policy Travel Agencies v22 29Jan152.2 Baggage
2.2.1 Transport, charge and pooling rules
2.2.1.1 Transport rules
The following information is valid on WX operated flights only.
For more information about special items allowed on flights operated by CityJet,
please refer to sub-chapter 2.2.3 Hold Baggage allowance.
2.2.1.2 Pooling (cumulating allowance) rules
Families or groups (regardless of the number of people in the group) may pool their respective
baggage allowance, provided that the group members check in at the same time and travel together
on the same flight.
Piece concept
Pooling the number of bags is authorized.
In the case of a connection this is determined in accordance with the IATA ++ 302 RESO rules.
Transport rules
For all baggage: acceptance depending on the size and weight of the baggage, the aircraft type and
the volume available in the hold. Maximum permitted weight per item of baggage is 32 kilos.
2.2.2 Cabin baggage allowance
Acceptance rules:
- 1 single item of baggage for which the 3 dimensions do not exceed dimensions indicated per aircraft
type below, including handles and wheels, plus 1 accessory (computer bag, handbag, camera bag).
- Avro RJ85 aircraft, hand baggage dimensions: 55cm length x 35cm height x 25cm width.
- Fokker 50 aircraft, hand baggage dimensions: 47.5cm length x 35cm height x 20cm width.
- The total baggage weight must not exceed 12 kilos.
- Due to a lack of available volume in the cabin on certain types of aircraft, passengers may have to
place their cabin baggage at the stairs of the aircraft upon embarkation, for transport in the hold and
delivery at the stairs of the aircraft or via the baggage reclaim belt on arrival.
- Infants are not normally given a cabin baggage allowance. Usually one small bag of necessities for
the flight is permitted for infants.
2.2.3 Hold Baggage Allowance
CityJet applies the Piece Concept allowance based on the transport of a number of items of baggage
per passenger.
Each item of baggage must not exceed:
- 23 Kg
- 158 cm (sum of all dimensions): height plus width plus depth.
12-WX commercial policy Travel Agencies v22 29Jan15The passenger´s fare and status determines the amount of checked baggage that can be transported
free of charge.
An infant up to the age of 2 years, travelling on the escort’s lap, can bring free of charge1 piece of
check-in baggage of max 10 kg (22 lbs), regardless of the fare booked, as well as a baby stroller or a
car seat. If the child’s baggage is carried in one of the parents’ check-in baggage, this baggage may
weigh no more than 23 kg (50.5 lbs) per piece.
Children travelling on a CHD fare benefit from the same baggage allowance as adult passengers and
any excess baggage is charged at the same price as adult passengers.
2.2.3.1 Hold Baggage – Sports Equipment
Sport equipment is not included in the free baggage allowance unless specified.
Travel Agents are requested to call WX TA support number at least 48h before flight departure, in
order to request the booking of any above sports equipment as well as the subsequent EMD issuance.
Please note it is also possible to book sports equipment at the airport on departure, however, it is
remains advisable to do so in advance, as the transportation of sports equipment cannot be
guaranteed.
The following fees apply per item and per portion of journey:
Intra Europe
Bicycle / tandem EUR 55
Surfboard EUR 55
Diving equipment EUR 55
Hunting trophies EUR 55
Golf Equipment is carried free of charge provided it is within the free baggage allowance. Otherwise a
fee of EUR45 (online) or EUR70 (at the airport check-in counter) will apply
Bicycle / Tandem
- Maximum weight of 23 kg
- If overweight, charges applied in accordance with the Piece Concept and in addition to the Bicycle
charge indicated above
- SSR Confirmation or Denial automatically handled
- transport of electric cycles, scooters, mopeds is prohibited
Bicycles are accepted in the hold under the following conditions:
- pedals removed
- front wheel removed and attached to frame
- handlebars parallel to frame
- tires deflated
Quotas:
13-WX commercial policy Travel Agencies v22 29Jan15Maximum of 2 on RJ85 aircraft
Maximum of 2 on F50 aircraft
Surfboard
- Surfboards longer than 107 cm and less than or equal to 300 cm
- Maximum weight of 23 kg
- If overweight, charges applied in accordance with the Piece Concept and in addition to the Surfboard
charge indicated above
- SSR Confirmation or Denial automatically handled
- 1 Charge per surfboard transported even if several in the same bag.
2.2.3.2 Hold Baggage – Baggage with Particularities
Weapons (WEAP):
- Transport of weapons on board CityJet aircraft by state police, body guards etc. must be approved
by CityJet prior to the flight.
- Sporting or hunting weapons may be transported in the hold without prior approval as per the DGR
regulations. They must be unloaded, dismantled and stored in a hard case with ammunition stored
separately. The combined gross weight (including packaging) may not exceed 5 kilos per passenger.
- It remains the passenger's responsibility to be in possession of all documents and authorizations
required for the journey
Ammunition
- Accepted as accompanied hold baggage
- Cartridges for hunting, sporting or service weapons, or weapons of a caliber less than or equal to
19.1 mm are accepted
- A maximum gross weight of 5 kg (11 lbs) is authorized per passenger and per package
- Ammunition must be transported in a separate bag from the weapon. In terms of acceptance and
charging, these two items of baggage will be considered as one separate item provided the total
weight of these two items does not exceed 23 kg
- Ammunition must be packaged separately from the weapon in a single solid container (thick
cardboard, wood or metal) with no empty space, for which the maximum weight must not exceed 5 kg
per passenger.
- In excess of a caliber of 19.1 mm and/or + 5 kg, ammunition must be transported as cargo.
The vendor will enter a SR WEAP for the attention of the exceptional transportation department (WX
Travel):
- if weapon only (no ammunition): SR WEAP + weapon type + caliber (in mm) + no ammunition
- if weapon + ammunition: SR WEAP + weapon type + caliber (in mm) + quantity of ammunition (in
kg).
NB: if insufficient space in SR WEAP, add the info as a remark. The CityJet Travel department will
respond via:
SR CKIN DNG GOOD ACCEPTED BY WX or
SR CKIN DNG GOOD REFUSED BY WX
14-WX commercial policy Travel Agencies v22 29Jan15Firearms
- Firearms must never be loaded and the safety catch must be engaged
- They must be suitably packed in a case, briefcase or bag and must be transported in the hold
- A WEAP SR appears in the passenger's PNR file.
- There are no limits for the transport of weapons
- They may be transported in a single container or in several different containers.
Processing service weapons and their ammunition
- Service weapons are defined as weapons belonging to the following passengers
. Government agents on assignment (escorting criminals or prisoners)
. Officers escorting an official figure
. Security agents escorting a foreign official figure
Carriage of Dangerous Goods
While CityJet does not have approval to carry Dangerous Goods other than those exempted under the
regulations, these same regulations require that crew members and passenger handling staff are
given sufficient training to ensure that they have an awareness of the hazards associated with
dangerous goods, the limitations on their carriage, the type of dangerous goods which may be found in
passenger baggage and in emergency procedures applicable if there is an incident on board.
Prohibited Articles
The following items are prohibited from carriage:
Briefcases with installed alarm devices
Gases (flammable non-flammable and poisonous) such as camping gases
Flammable liquids, such as fuels for lighters, varnishes and thinners
Explosives, ammunitions, fireworks and rockets
Flammable solids such as matches and easily flammable items
Substances, which emit flammable gases on contact with water
Oxidizing material such as bleaching powder and peroxide
Infectious and poisonous materials
Radioactive materials
Corrosive materials (such as mercury and acid)
Magnetized materials and other goods indicated in the IATA Dangerous Goods Regulations
Restricted Articles
Always refer to the latest IATA Dangerous Goods Regulations Table 2.3A
15-WX commercial policy Travel Agencies v22 29Jan15Items permitted on approval of the Airline
Small gas cylinders, drugs, medicines, wet cell or lithium batteries, provided they are carried for
medical use.
Items permitted on approval of the Airline, only as registered baggage
- Wheelchairs or similar devices operated by non-detachable batteries, as long as the battery is
disconnected and its terminals are isolated so as to prevent short circuits.
-Wheelchairs or similar devices operated by detachable batteries, on condition that they can be stored
away in an upright position and that the battery is disconnected and the terminals are isolated to
prevent short circuits. Should it not be possible to store away the device in an upright position the
battery has to be removed and transported in accordance with the IATA Dangerous Goods
Regulations.
-Cartridges (Division 1.4S UN0012 and UN0014 only) in a box, for sports purposes, not exceeding 5kg
(11lb) per person. Ammunition with explosive or incendiary bullets is excluded. It is not permitted for
one passenger to pool the amounts of several passengers.
The transport of firearms and ammunition is regulated by certain procedures.
-These items can only be accepted as registered baggage, labeled to the final destination and on the
condition that:
-The firearms are unloaded, dismantled and packed into special hard closed containers.
-The ammunition is securely packed and adequately protected against shocks and sudden
movements, in appropriate metal, wood or fibre containers provided with safety locks, which are shock
and fire resistant.
-The maximum quantity of ammunition per passenger must not exceed 5kg gross weight and since it
is strictly for personal use, it cannot be pooled.
-It is strictly forbidden to transport ammunition with inflammable or explosive materials
-The passenger must hold a valid firearm's owners certificate, registered in their own name.
-Considering the special nature of such baggage, it is advisable to inform the passenger precisely
about the police regulations and any customs formalities (if they are known). Carrying weapons from
one country to another is strictly controlled and the passenger is responsible for ensuring he complies
with the relevant requirements of the police and customs authorities. Advising passengers of the
regulations, when known, allows the passenger to prepare their documentation and comply with the
regulations.
Musical Instruments
Conditions for acceptance in the cabin
Small musical instruments (for example: violin, mandolin, banjo, etc)
- These are accepted in the cabin without prior agreement provided they comply with cabin baggage
standards (dimensions and weight)
- They are included in the passenger's cabin baggage allowance
Bulky and fragile instruments (for example: cello, double bass, etc)
These are instruments for which the characteristics do not meet cabin baggage standards (dimensions
16-WX commercial policy Travel Agencies v22 29Jan15and weight).
- They are accepted in the cabin with prior agreement
- They must travel on an extra seat (CBBG)
- In order to obtain agreement from the WX Travel Department: the request for a CBBG must be
made via an SSR CBBG comment entered in the PNR and all information (size, weight, number of
packets, etc.) must be entered in PNR comment. The maximum weight of the musical instrument must
not exceed 50 kg.
- The case must have rounded edges.
To know how to book a CBBG, please refer to your GDS help pages.
Conditions for acceptance in the hold
Musical instruments are accepted in the hold without prior agreement provided they meet hold
baggage standards (dimensions and weight).
- They are included in the passenger's hold baggage allowance
- If the allowance is exceeded; an extra charge will incurred be in accordance with CityJet baggage
policy.
Funerary Urns
Funerary urns may be transported in the cabin, provided that:
- the external packaging is sufficiently discreet so that the nature of the contents cannot be identified
- the dimensions are those applicable to hand baggage
- the urn must be sealed shut
- the administrative formalities must be in order in the event of international travel: certificate of
cremation issued by crematorium, approval for transport issued by town hall or local authorities.
2.2.4 Additional baggage allowance (ABA) as an ancillary
CityJet offers passengers wishing to transport a number of baggage items in excess of the free
allowance the chance to purchase additional baggage allowance in advance at discounted rates, when
compared to the amount that could be charged at the airport, depending on the type of fare.
The option code is ABA (Additional Baggage Allowance).
2.2.4.1 Characteristics
- May be sold for journeys for which all flights are both exclusively operated and marketed by CityJet
- Only for additional items of standard baggage
- May not be used to pay for the transport of pets or sporting equipment
- Not available for infants
- The option is nominative, non-refundable but transferable on another flight.
2.2.4.2 Sales channels
City Jet’s ABA can be bought:
- Online via Manage my Bookings
- Mobile Phones
17-WX commercial policy Travel Agencies v22 29Jan15- Call Centre
- Travel Agents (travel agents are advised to do so via their relevant GDS, if technically possible, if
not, via the options above)
2.2.4.3 Issuance (only available in some GDSs)
Currently EMDs are only available for Amadeus users. EMDs on CityJet flights for Sabre,
Galileo and WorldSpan users are currently under development and should be implemented by
the end of the year, dates TBC.
EMDA
- 1 EMDA to be issued per portion of travel in case of stopover
- 1 document per ABA, for each passenger in the PNR, per route
Examples
- DUB WX LCY WX TLN with stopover in LCY (connecting fares do not apply), issue 2 EMDAs:
1 for the DUB/LCY leg in EUR
1 for the LCY/TLN leg in EUR
- DUB WX LCY WX TLN with through check-in (connecting fares do apply), issue 1 EMDA
Codes to be used
Regardless of the cabin the passenger is travelling in:
. 1st ABA: ABAG
. 2nd ABA: BBAG
. 3rd ABA and over: CBAG
After-Sales
After sales is provided by the EMD issuer.
In the event the journey is voluntarily amended
The option can be transferred to the new flight.
In the event the journey is voluntarily cancelled
The option is non-refundable.
In the event of an irregularity on the flight
The option is refundable and transferable in case of disruptions.
2.2.4.4 ABA Charges per unit
Additional Baggage in relation to the Free Baggage Allowance
Online Fee and
Type of Registered Bag Fee at the airport other channels
any additional baggage 70EUR 45EUR
18-WX commercial policy Travel Agencies v22 29Jan152.2.5 Other baggage charges: Oversize and Overweight Charges
Type of registered baggage Fee
Between 23 and 32Kg 70EUR
Baggage > 32Kg not accepted
Baggage > 158cm < 300cm (total of the 3 dimensions: length, height,
width) 70EUR
Baggage > 300cm not accepted
Please note that no discount applies to oversized or overweight baggage, regardless of the
channel.
19-WX commercial policy Travel Agencies v22 29Jan152.3. UMNR (Unaccompanied Minors)
A UMNR (Unaccompanied minor) is a minor travelling without an escort. Acceptance of these
passengers is subject to the transport and fare pricing rules set out below.
The age for mandatory UM status is from 5 to 14 years old.
CityJet takes responsibility for the unaccompanied minor from the time the accompanying adult
entrusts him/her to the WX reception agent (prior to the latest check-in time), until he/she is handed
over to the person appointed to collect him/her at the final destination point. UMNRs have access to all
classes of transport on all CityJet operated flights.
With this product, the minor is taken care of, from the check-in operations to the moment he/she is
entrusted to the designated person at the final destination.
A young person accompanied on the outward journey and alone on the return may benefit from the
service at the turn-round point only.
This service must be systematically offered to passengers coming within the scope of the application
at the time a request is made for reservation (or information).
2.3.1 Quota
. Maximum of 6 UM on RJ85 aircraft
. Maximum of 4 UM on F50 aircraft
2.3.2 Creation of the reservation file (PNR)
- It is mandatory to specify that this is a UM via a UMNR comment plus the age.
- Add 2 elements with the names and contact details of the people accompanying the child on
departure and collecting him/her on arrival.
Example:
for departure PAR CTC /MR MRS.. Address ... Telephone
for arrival NYC CTC /MRS ........ Address ... Telephone
2.3.3 UMNR form
Printing a UMNR form can be done via WX web site : this form will allow the customer to prepare all
information that will be needed at the airport.
2.3.4 Fare pricing process
- Check the fare note, CD paragraph
- Proceed with the automatic fare pricing, which will enable the UMNR status to appear in the fare
basis and thus the specific fare to be applied. For example, a RT trip from LCY – DUB for a UMNR, if
correctly priced, would have at the end of the fare basis code the ticket designator /UM. That being the
case, the UM service will be charged on the top of the net fare, therefore the passenger will have
nothing to pay at the airport in the form of a EMD).
20-WX commercial policy Travel Agencies v22 29Jan152.3.5 Other issuance cases
If a passenger wishes to have a minor travel with UMNR status on the outbound journey and as an
accompanied minor on the return, or vice-versa, - two single tickets must be issued, one for each leg.
In the case of a minor with an accompanied minor fare and whose parents wish that he/she travels as
a UMNR after purchasing the ticket for the whole journey and case of a minor with an accompanied
minor fare and whose parents wish that he/she travels as a UMNR on a single leg or wish to modify
his/her status at the return point:
- an exchange must be made, the total ticket fare recalculated (unless it is not-modifiable), taking into
account the fare note rules and the obligation above, and any modification charges applied.
The amount of the initial ticket may be used to pay for the new ticket(s).
2.3.6 UMNR Seating
Seating assigned at the airport
. RJ85, aircraft: aisle seat, only on rows 12 or 14
. F50, aircraft: window seat, only rows 3, 11 or 12
2.3.7 UMNR at the airport
All the procedures set out below apply to mandatory and optional UMNRs.
The acceptance conditions must be strictly complied with. Non-compliance may result in denied
boarding on the scheduled flight.
The booking or sales agent is responsible for informing their clients of the following timescales: UMNR
should be present :
- at least 30 minutes before the latest check-in time (HLE)
- For UMNRs with reduced mobility, it is recommended they arrive 2 hours prior to departure.
This information must, at the latest, be given to the customer when the ticket is issued
- The people accompanying the minor on departure and collecting him/her on arrival must be at least
18 years of age.
- The accompanying adult must wait for the aircraft to take off before leaving the terminal.
- The awaiting adult must prove his/her identity and sign the travel file. The name of the awaiting adult
must match the name given in the UM's reservation file.
- At the airport, the UMNR is welcomed just before the latest check-in time by the handling agent who
will accompany him/her to the aircraft.
All the travel documents must be placed together in the UMNR pocket which is kept around the child's
neck until he/she is handed over to the person waiting for the child upon arrival.
- In all cases, a UMNR form noting, in particular, the precise addresses of the persons accompanying
and collecting the minor is to be handed in to the airport during check-in.
- The addresses for the people accompanying and collecting the minor must be identical to those
shown in the reservation file (PNR).
- To speed up the UMNR check-in operations, it is strongly recommended that customers complete
this form before going to the airport. This form is available on www.cityjet.com.
21-WX commercial policy Travel Agencies v22 29Jan15- Before printing, customers may modify their personal details on cityjet.com.
- The form must remain with the UMNR throughout the journey.
- UMNRs do not have access to airport lounges, as alcoholic drinks are offered on a self-service basis.
2.3.7.1 UMNR handling from boarding to arrival
UMNRs are boarded before other passengers and entrusted to the Cabin Supervisor.
A Flight Attendant is appointed to monitor the UMNRs from boarding to disembarkation.
- UMNRs are positioned in seat blocks alternated with adult seat blocks.
- There must be an adult passenger in the priority adjacent seat blocks, in the seat across the aisle.
There are no adults in the UMNR seat blocks except in exceptional circumstances.
On Medium- and Short-haul flights:
- UMNRs are positioned on seats as per seating instruction 3.9.
- Before departure, the cabin crew informs the adults seated near the UMNR(s) that they are travelling
unaccompanied.
The cabin crew will ask these adults, if necessary, to assist the UMNRs to apply the safety
procedures, under the responsibility of the cabin crew.
UMNRs are individually informed by the cabin crew that they may only disembark on authorization by
a member of the cabin crew.
The cabin crew will ensure that the UMNRs are wearing their pockets visibly and that the police forms
have been duly completed.
The cabin crew responsible for the UMNRs will group them together at the end of the flight, check their
number and entrust them to Cabin Supervisor, depending on the type of flight.
- The Cabin Supervisor will hand the UMNRs over to an airport agent.
The UMNR is assisted by the handling agents for all formalities relating to immigration, baggage
retrieval and customs.
The UMNR is never handed over to a person different to the one so appointed in the travel file.
The person who has come to collect the child must prove his/her identity and sign the travel file.
2.3.7.2 Unaccompanied Minors - With connecting flight
The MCT is 30 minutes at London City Airport in the case of the following connections:
- International/International
- International / Domestic (UK)
For AMS, the MCT is 40 mins. For DUB, the MCT is 45 mins. For CBG, the MCT is 60 mins.
- A connecting UMNR remains under the supervision of the incoming airline.
Note: A journey that requires a connection in which a UMNR is required to change airports within the
same city is strictly prohibited on CityJet operated flights.
It is prohibited to book a UMNR on a route with a compulsory stopover.
22-WX commercial policy Travel Agencies v22 29Jan15Connections requiring accommodation
- The sale of a flight with a connection requiring accommodation for a UMNR is not authorized.
During a connection, the UMNR remains under the constant supervision of airline or handling agent
staff. This is also the case for a UMNR travelling with an accompanying adult on the same flight but in
a different cabin.
23-WX commercial policy Travel Agencies v22 29Jan152.4. Children and Infant passengers
2.4.1 Children
Child: designates a minor aged between 2 and 11.
Minors aged between 3 and 14 years old must be accompanied by a self-reliant adult aged at least 18
years, unless this is the mother, father or legal guardian of the minor.
The escort must travel in the same cabin, in the seat adjacent to the minor.
If the escort is under 18 years of age or if he/she is travelling in a different cabin from the minor, the
latter will be considered as an UMNR.
Pricing rules:
Application of CHD fare scale if the child travels accompanied or UMNR if the child is unaccompanied.
Minor: in transport terms, a passenger who has not reached the age of majority.
2.4.1.1 Travel with a minor passenger over 2 years of age as an escort
CityJet only accepts a child travelling with a person with reduced mobility if that person is his/her legal
guardian.
If the escort cannot physically contribute to his/her own evacuation and be capable of understanding
and following the safety instructions, the minor will be considered as a UMNR.
A person with reduced mobility cannot accompany an infant and a minor (aged under 4 years in
Continental France and under 5 years internationally) at the same time. A second escort will be
required.
2.4.1.2 Groups of minors for whom the ages require them to be mandatory UMNRs
When a group includes minors whose age requires them to be mandatory UMNRs, escorts are
mandatory in accordance with the following scale:
- 1 escort per group of up to 12 minors*
- 2 escorts up to 24 minors*
- 3 up to 36 minors*, etc.
* Minors aged 11 or 14 years (see *mandatory UMNRs section)
These accompanying passengers must be self-reliant, at least 18 years of age. Only one infant is
allowed among these.
2.4.1.3 Creation of the reservation file (PNR)
- Create a single reservation file (PNR) for the minor and the accompanying passenger.
2.4.1.4 CHML meal request
- No special meal for children or infants are provided on WX operated flights.
24-WX commercial policy Travel Agencies v22 29Jan152.4.1.5 Infants/Children travelling on a car seat
Infants are permitted to travel in a car seat on board up to the age of 2 years as long as a CHD fare
has been paid.
Children over 2 years old travelling on a car seat are not permitted on WX
2.4.1.6 Ticket with CHD fare
A ticket with a CHD fare is valid for the entire journey, even if the child reaches his/her 12th birthday
during the trip.
Depending on the class, child (25%) discount and Infant not occupying a seat (90%) may apply. Infant
occupying a seat discount may apply (25%), again depends on class. See fare rules “child discount” or
cat19 for further information.
2.4.2 Infants
Infant: a passenger who has not reached their second birthday on the date of start of travel.
Transport rules:
- applicable until the eve of the child´s second birthday.
2.4.2.1 Travel with an infant
He/she must be accompanied by one of his/her parents or by a self-reliant passenger aged at least 18
years. However, the accompanying passenger can be less than 18 years old if this is the father,
mother or legal guardian.
The escort must show an official document for the infant, issued by a government authority and
bearing a photograph (currently valid national identity card or passport), regardless of the destination.
Infants benefiting from a 10% fare or free travel, according to the fare note for their journey, must have
an airline ticket indicating their surname, forename and date of birth.
Travel is authorized, but not recommended, for newborn infants in the 7 days following their birth.
For safety reasons, UK legislation prohibits two infants (minors aged less than 2 years) from being
entrusted to a single accompanying passenger. The infant must be kept on the accompanying
passenger's lap during taxiing, take-off, landing and turbulence. A special seat-belt is provided to the
accompanying passenger by cabin crew.
A passenger may be responsible for several children (maximum of 12) provided there is only one
infant among these.
2.4.2.2 Quotas
. Maximum of 8 infants on RJ85 aircraft
. Maximum of 5 infants on F50 aircraft
2.4.2.3 Creation of the reservation file
No seat unless the infant has paid the CHD fare.
25-WX commercial policy Travel Agencies v22 29Jan152.4.2.4 Infant meal request
- No infant meal (BBML) provided on board of any WX operated flight.
2.4.2.5 Infant fare
The infant pays 10% of the applicable fare, except if the infant occupies a seat. In that case, he or she
will have a CHD fare.
2.4.2.6 Ticket for the infant's transport
A ticket must be issued for the transport of an infant, even if the infant travels free of charge.
2.4.2.7 Infant Ticket validity
Ticket with INF fare: the ticket is valid up to the eve of the 2nd birthday.
2.4.2.8 Infants turning 2 during the trip – Booking Process
Reservation
Outbound leg free with an INF fare and return at OW fare with application of the CHD reduction (in
compliance with the fare note rules).
- Create a reservation file (PNR) for the adult and the infant for the segments concerned.
- Create another PNR for the segments concerned for the infant that has turned 2.
- Do not forget to link the two PNRs and to enter the ticket number on the child's return PNR.
If issuing a round trip at CHD fare.
For segments at CHD fare:
- a seat must be booked
- it is not possible to reserve a cradle
- it is not possible to reserve a BBML meal
Issuance
Automatic issuance
- For the adult: 1 round-trip ticket
- For the infant:
. Either 2 tickets: 1 INF OW ticket for the outbound leg + CHD OW ticket for the return
. Or 1 CHD round-trip ticket
Baggage allowance
The baggage allowance is the one corresponding to the fare paid.
Transport rules
For safety reasons, UK legislation prohibits two infants (minors aged under 2 years) from being
entrusted to a single accompanying passenger, even if one of the infants has paid a CHD fare with a
reserved seat.
The infant must be kept on the accompanying passenger's lap during taxiing, take-off, landing and
26-WX commercial policy Travel Agencies v22 29Jan15turbulence.
A special seat-belt is provided to the accompanying passenger by cabin crew.
2.4.2.9 Cradles
- Cradles are not accepted on board WX operated flights.
2.4.2.10 Transport in a car seat
CityJet offers customers travelling with a baby (up to age of 2 years, weight permitting), the option of
seating him/her in their own child car seat.
Approved child car seats may be accepted on board of a CityJet aircraft, provided that they may be
installed on the seats and held in place by the seat belt.
When a passenger makes a reservation, he/she must be informed that:
- the infant seat must be approved for use in a car,
- he/she is responsible for checking the compliance with this mandatory condition,
- he/she is responsible for installing the seat on board according to the manufacturer instructions
(facing forwards or backwards),
- the width of the seat base must not exceed 41 cm.
Reservation
- Book a seat for the accompanying passenger and an extra seat for the infant travelling on the car
seat.
- The infant booking and fare pricing is carried out as for a child (over 2 years of age).
- Enter a comment stating the infant's date of birth and indicate that he/she will be travelling in a child
car seat.
- The child must be given a window seat, or otherwise a central seat in the central row.
- The accompanying passenger must occupy the adjacent seat.
- Priority boarding.
27-WX commercial policy Travel Agencies v22 29Jan152.5. Passengers with reduced mobility and other
disabilities
Definition
A PRM (Passenger with reduced mobility) is a passenger with permanent or temporary reduced
mobility for one of the following reasons:
- any physical disability (sensory or motor),
- any intellectual disability,
- any disability due to another cause or age (if the passenger is declared as a PRM).
Transport rules
In accordance with European Regulation 1107/2006 and major international legislation, CityJet must
transport people with reduced mobility.
Passengers may travel alone if they can physically assist their own evacuation and are capable of
understanding and following the safety instructions:
- Physically-disabled adults and children (including UMNRs).
- Adults and children (including UMNRs) suffering from a mental disability. DPNA UMNR on F50 not
permitted.
- Adults and children (including UMNRs) suffering from a sensory disability.
CityJet undertakes to accept passengers who have not indicated their disability or requirement for
specific services (people with excess weight, blind people with guide dogs, etc.).
The acceptance of a passenger who has not indicated his/her disability when booking or whose
disability has been significantly under-estimated is not guaranteed.
2.5.1 Blind or Deaf passengers
2.5.1.1 Blind passengers (BLND)
- Travel authorized with prior notification required for guide dogs/assistance animals.
- Window side extra seat free of charge if travelling with guide dog, which must not be seated in exit
rows.
- Guide dogs: see “Assistance animals”
Enter the IATA code "BLND" in the reservation file.
A partially sighted/blind passenger cannot be appointed as the escort for another disabled passenger.
2.5.1.2 Hard-of-hearing passengers (DEAF)
Hard-of-hearing/deaf passengers are accepted on board without prior agreement.
These passengers may travel with a guide dog in the cabin.
Enter the IATA code "DEAF" in the reservation file.
A hard-of-hearing/deaf passenger cannot be appointed as the escort for another disabled passenger.
2.5.2 Passengers on Stretchers (STCR)
Not accepted on WX flights.
28-WX commercial policy Travel Agencies v22 29Jan152.5.3 Passengers requiring oxygen
- An advance request must be made at least 72 hours prior to departure to the WX Call Centre –
BlueLink.
POU **** For RJ85 aircraft ****
- CityJet can provide a portable oxygen unit for a passenger on request
3000 7277. CI portable oxygen unit P/N 803240-03 DOT réf: DOT-E 7277-3000
. Capacity:
. 6 hours at 30 mins. l/min.
. 3 hours at 30 mins. l/min.
- Passengers must be seated in 3 A or 15 A
- Passengers cannot provide their own portable oxygen unit
POC RJ85 Aircraft PASSENGERS ARE AUTHORISED TO USE THE FOLLOWING PORTABLE
OXYGEN CONTAINER (POC):
- AirSep Lifestyle
- AirSep FreeStyle
- AirSep FreeStyle 5
- AirSep Focus
- Oxus (or Delphi) RS-00400
- Evo Central Air
- Invacare XPO2, XPO100, XPO100B
- Invacare SoLo2
- DeVilbiss Healthcare iGO
- Innova Labs (or International Biophysics)LifeChoice (or LifeChoice Activox)
- Inogen One
- Inogen One G2
- Inogen One G3
- OxLife Independence Oxygen Concentrator
- Respironics EverGo
- Respironics SimplyGo
- SeQual Eclipse
- SeQual SAROS
- Precision Medical Easypulse Portable Oxygen Concentrator
**** For Fokker 50 aircraft ****
- Approval required from the company operating the flight
- A medical certificate is required to show that the oxygen is required to ensure suitable medical
conditions during the flight.
2.5.4 Types of reduced mobility
2.5.4.1 WCHR
The passenger can move independently on the ground and in the cabin. He/she can go up or down
steps. However, he/she requires a wheelchair between the aircraft and the terminal and in the
terminal.
Quotas for WCHR:
RJ – none
29-WX commercial policy Travel Agencies v22 29Jan15F50 - none
Enter SR WCHR-text (type of disability)/P1, in the booking, example: elderly pax, who can’t walk long
distances.
2.5.4.2 WCHS
The passenger can move around unaided on the ground and in the cabin, but cannot go up or down
steps. He/she requires a wheelchair between the aircraft and the terminal and in the terminal.
Quotas for WCHS
RJ – none
F50 - none
Enter SR WCHS-text/P1, in the booking.
2.5.4.3 WCHC
The passenger cannot move independently in the cabin. He/she must be carried to and from his/her
seat. He/she requires assistance from his/her arrival at the airport until he/she takes his/her seat.
Enter SR WCHC-text/P1, in the booking.
Quotas for WCHC *
. Maximum of 1 on RJ85 aircraft
. Maximum of 1 on F50 aircraft
* Please note that there is no quota in case WCHC passengers can assist in their own evacuation.
2.5.4.4 Other types of Wheelchairs
The other types of Wheelchairs (please see below) are only authorized with the approval of the WX
Travel Department. In order to know if the relevant wheelchair will be confirmed or denied, if the SSR
is still under HN status after 2 days or more, please contact the WX Call Centre – BlueLink.
WCMP (manual):
- Authorized
- must be collapsible and weight less than 32 kg
Quota for WCMP
-Maximum of 10 on RJ85 and F50 aircrafts
WCBD (dry battery): authorized
WSBW (wet battery) : authorized
WCLB (LITHIUM battery, non-collapsible chair): authorized
WCLB (LITHIUM battery, collapsible chair): authorized only with the approval of the WX exceptional
transport department
30-WX commercial policy Travel Agencies v22 29Jan15- On prior request at least 72 hours before departure
- The battery type, dimensions and weight must be specified
- WCLB: the passenger must disconnect and remove the lithium battery from the wheelchair for
transport.
Quota for any electric wheelchair or mobility aid
RJ/F50 maximum one (1) per flight
Electric wheelchair/mobility device must be able to fit through the forward cargo hold door and weigh
less than 100 kg
WCOB (on board wheelchair): Not offered on WX operated flights as our aircrafts have less than 100
seats capacity.
Further information
On franchise routes operated by another carrier under a wet lease agreement with Cityjet, please refer
to the other airlines' information pages regarding passengers in wheelchairs.
Reservation
Time limit
A 48h window is recommended. Below this time frame, CityJet will do everything possible to provide
passengers with assistance suited to their requirements.
2.5.5 DPNA mentally disabled passengers
Mentally disabled passengers are passengers suffering from a mental disability or learning difficulties.
This procedure is applied to mentally disabled passengers, including people suffering from Alzheimer's
disease, travelling on flights operated by CityJet.
Mentally disabled passengers may travel alone if they can physically assist their own evacuation and
are capable of understanding and following the safety instructions.
Acceptance conditions
- it is recommended that mentally disabled passengers travelling alone reserve their flights at least 48
hours prior to departure in order for the most suitable assistance possible can be provided for them.
- The vendor must then enter a DPNA comment in the reservation file in order to alert the airport.
- It is strongly recommended that the vendor sends or hands over the guide for people with reduced
mobility to the person making the reservation, highlighting the importance of reading the provisions.
2.5.6 Passengers with syringes
For health reasons, certain passengers require to travel in the cabin with injectable medications or
syringes.
31-WX commercial policy Travel Agencies v22 29Jan15IATA code: FRAG.
Syringes are accepted for carriage in the cabin without restriction
Any passenger travelling with injectable medication or syringes must hold a prescription or a medical
certificate delivered by his/her son referring physician.
Otherwise, he/she will be subject to the acceptance conditions of the Security Checkpoint.
In the reservation file enter an SR FRAG comment specifying:
- syringes in the cabin (stylets or lancets)
- product (e.g. insulin) to be injected during the flight.
It is not necessary to enter an SR FRAG comment for the transport of syringes in the hold.
2.5.7 Escort for passenger with reduced mobility
Some passengers with reduced mobility must have a compulsory escort.
2.5.7.1 Safety assistant
- A safety assistant is a designated escort, aged at least 11 capable of rendering physical assistance
to the passenger with reduced mobility for whom he/she is responsible in the event of an emergency
evacuation and when following the safety instructions.
- The safety assistant may not assist several passengers with reduced mobility at the same time.
- A partially-sighted or hard-of-hearing passenger cannot be appointed as safety assistance for a
passenger of reduced mobility unless this is his/her child or infant.
- A safety assistant is not expected to assume the role of a medical escort or personal assistant.
2.5.7.2 Personal assistant
- He/she assists a person in his/her everyday life.
- He/she may be the safety assistant if he/she meets the required conditions.
2.5.7.3 Medical escort
- Doctor or nurse escorting the passenger with reduced mobility.
- He/she may be the safety assistant if he/she meets the required conditions.
2.5.7.4 Escort's seat
When a passenger with reduced mobility travels with a medical escort or personal assistant, or a
safety assistant, they must be seated side by side.
2.5.8 Assistance animals
2.5.8.1 Guide Dog or Service Dog
- A guide dog or service dog can only be accepted in the cabin if it is accompanying a hearing
impaired, blind or partially sighted passenger
- The guide dog or service dog can be identified via:
. An identity card or tag
32-WX commercial policy Travel Agencies v22 29Jan15You can also read
