Cityjet shambles

Hi Bren (I hope I still can call you Bren; you can still call me Lep),

You have a choice in Dublin. You can use Aer Lingus, Ryanair and Cityjet and can fly into any London airport. Great! Dublin airport provides the greatest choice at the expense of the rest of the airports in Ireland.

Every airline suffers delays occasionally. It comes with the territory. Airlines do not do this deliberately and they and passengers want everything to run smoothly. We all know and stuff happens so that everything does not run smoothly all the time. Most of us get over it.

€450 is a pretty steep price to pay for a flight to the UK. Yes, I think Cityjet should supply a human presence when delays such as yours happen. But, nobody died, nobody was hurt and you were amply compensated with another flight later and even treated more favourably with the earlier return flight. This did not happen because you complained earlier; it is a good service provided by Cityjet.

The Cityjet service from Cork to London died, probably due to loss of support not too long after the service was launched. Airlines are fickle and it would not surprise me that a service can cease merely on "compensation" customer complaints. (I know you are not seeking compensation). Cityjet could probably gain more profit of providing service between London and elsewhere other than Dublin. But, they don't. Cherish the service, keep it, we need them more than they need us.

Have a look at flights from/to Cork. You'll notice perhaps two holiday flights per week serving Cork. Ten years ago there were several and outside of June, July, August now there are none. You can get a holiday flight to Lanzarote and Palma from Cork. Not a great choice. You see, Dublin Airport Authority owns Cork airport and won't allow any decent competition.
 
I use CityJet all the time and find them great. London City in particular is a joy, and the DLR into Bank is very user friendly.
 
I think I was a bit hard on Bren. earlier. It wasn't the €450.00 fare that swung me though. It was the difficulty in dealing with a call centre in Asia.

Joking aside, how often have you waited silently in a normal supermarket (or any other kind of) queue to see some eejit shouting at the check-out operator? The last time I saw this I confronted the shouter (underweight bitchy monument to lipstick) who in turn button-holed me outside in the car-park. She explained by her complaining to the check-out girl the matter would find its way up the chain to management and better service would be gained by every shopper. When I informed her she was an impatient attention seeker seeking some item free as a gesture of goodwill, she went ape. Unfortunately, I see the same nearly everywhere especially by users of our roads.
 
You have a choice in Dublin. You can use Aer Lingus, Ryanair and Cityjet and can fly into any London airport. Great! Dublin airport provides the greatest choice at the expense of the rest of the airports in Ireland.

...

The Cityjet service from Cork to London died, probably due to loss of support not too long after the service was launched. Airlines are fickle and it would not surprise me that a service can cease merely on "compensation" customer complaints. (I know you are not seeking compensation). Cityjet could probably gain more profit of providing service between London and elsewhere other than Dublin. But, they don't. Cherish the service, keep it, we need them more than they need us.

Have a look at flights from/to Cork. You'll notice perhaps two holiday flights per week serving Cork. Ten years ago there were several and outside of June, July, August now there are none. You can get a holiday flight to Lanzarote and Palma from Cork. Not a great choice. You see, Dublin Airport Authority owns Cork airport and won't allow any decent competition.
Discussion/complaints about the [un]availability of routes/flights from Cork or any other airport (never mind anecdotes about some incident at a grocery checkout or road users) seem, to me, like complete non sequiturs to the subject matter of this thread... o_O
 
Hello Mr. Burgess,

Like many others here, I love flying into London City Airport given the speed and relative ease of getting through LCY, compared to many larger UK airports.

I am a long time happy customer of Cityjet (no other connection), so I was surprised to read of your experience. I have always found their service good while on thier flights and have not had problems with delays on Cityjet flights, over the years. You have also highlighted one of the key benefits when flying with them, namely that they will bump you onto an earlier flight if you wish and they have capacity, and at no extra charge.

I was disappointed to read that they did not have staff available to speak with their customers when the flight was delayed and think that you would be right to contact Pat Byrne on that matter. While outsourcing certain services is not uncommon in the airline industry, I do think that Cityjet should have their own staff on hand at the airport, to help protect their brand (which I would traditionally consider ranks a little above many other short haul carriers).

Notwithstanding the fact that you obtained a refund, I still feel that you would be well within your rights to claim compensation and would actually encourage you to make a claim. After all, you were delayed at an airport because of the airline - so they were responsible for you losing some of your valuable time.

It was a nice gesture that they later agreed to give you a flight on a different day at the same price - but that does not remove the need for compensation given the loss of your personal time on the day of the delay, imho.

I hope you enjoyed your trip to London btw - it's a great city :)
 
I still feel that you would be well within your rights to claim compensation

I am not a great fan of compensation. In terms of financial loss, it was limited to the €16 aircoach fare. I suppose if I were a solicitor charging €300 an hour, I could claim 4 hours or something.

Redress is better. Giving me the same flights on another day at the same prices is adequate redress. It would have been better if they had suggested that at 10 am when they knew that they had a problem.

Brendan
 
Absolute chaos from CityJet on Monday 2nd and Tuesday 3rd.

I arrived at the departure gate in Dublin Airport at 7.40 for an 8.40 flight. There were crowds milling around the gate. Apparently my flight was ok, but the 6.40 flight was cancelled and customers could not fly out until 4 pm that day. Apparently, CityJet knew about it at 10 pm the previous evening and did not notify customers. They were furious. As they pointed out that someone going on a 6.40 flight is probably going over to a 9 am meeting with a view to coming back the same day.

They did put a few of them on the 8.40 flight but didn't seem to offer any other options such as fly with British Airways to London City or with another airline to another airport.

I had a flight back on Tuesday at 20.05. When I arrived in the airport at around 6.45 , I saw that I had received a text telling me that the flight number had changed and it was now departing at 20.00. Fair enough, I thought and went to the CityJet check in desk, where she gave me a new boarding pass which clearly showed 20.00 departure time, boarding beginning at 7.30 . I strolled through security and got myself a pint. The Departures Screen was all over the place. The 13.50 flight from London was departing at 19.30. Another flight had a long delay as well. I looked for my 20.00 departure and there was no sign of it. Then I checked the flight numbers and it turned out that my flight was the same one which was departing at 19.30 and boarding had begun. I went through, bringing my pint with me. We got on the plane and then were told "There is apparently some confusion. We are "Joto" airlines and we have been scrambled to provide this service for CityJet. Some of you have been waiting a long time. But some customers have been told the departure is at 19.30 and others have been told 20.00, so we have to wait for the last people to check in for 20.00". It did depart on the dot of 20.00

I wasn't affected this time, but I really felt the frustration of the people who were. Some of it is covered on Twitter where no one from CityJet even replied. Apparently some flights were diverted to Southend.

An Indo journalist was affected and has written about it here:

CityJet apologises as 'technical issues' frustrate passengers for second day

I think I will try to go British Airways in future. They are probably better able to sort out a problem by slotting in one of their own planes than a small airline like CityJet.

Brendan
 
To be honest with you it was a major concern for me. I had just had a terrible tube journey. My rucksack had stopped the doors from closing and someone on the platform had pushed me and the rucksack in. Then the tube got stuck for 15 minutes as the train in front could not close its doors. The DLR was better but I needed a drink badly when I got to the airport.

I had just taken the first sip when I noticed that it was actually my flight which was boarding. So I went to the gate and asked if I could bring my pint and she said yes. In London City, there is a holding area after the gate where you wait before going to the plane. I drank my pint in peace there. I gulped down the last bit as we were called for the plane.

Brendan
 
....I had just taken the first sip when I noticed that it was actually my flight which was boarding. So I went to the gate and asked if I could bring my pint and she said yes....

Brendan

I suspect that not all airlines, or all airports, would have been so accommodating.

Very sorry to read about these negative experiences with Cityjet, as they've traditionally been very good for service imho.
 
Very sorry to read about these negative experiences with Cityjet, as they've traditionally been very good for service imho.
But was it that bad ? The flight was cancelled for something (I presume) out of their control. They can't just dump people off the next plane and put the others on. These things happen. Brendan hasn't expanded on the 'they knew the night before at 10pm' source. Even if they did know they probably needed to wait till the morning to see what can be done. I'm amazed no-one has quoted the usual 'it was not knowing what was going on that was the worst. The staff just ignored us.'. Eh just maybe the staff didn't know either.
 
Hi elcato

Cityjet gave no information. So one of the disrupted passengers gave me the information that they knew the night before. He also explained something about Cityjet selling off all their old planes to "Joto" and then hiring them in for some flights. But these planes apparently have reliability problems.

I don't travel that often, but I seem to see a lot of problems with CityJet.

I suspect that if this happened to British Airways, they could provide a replacement plane quicker and maybe accommodate the passengers on other flights to London.

Brendan
 
So one of the disrupted passengers gave me the information that they knew the night before.
Without getting bogged down on this, are you saying he knew the night before but still turned up the following morning or was it a case that he just sounded authoritative and surmised all this info :) Seems a bit strange that he apparently is aware of these problems and is still using them.
 
It was this day last week, that the first CityJet flight of the day was delayed until the afternoon, so I just decided to check this week's. It's 7.30 at the time of this screenshot.

upload_2018-7-9_7-30-39.png
 
It departed at 7.40 - an hour late

The 7.30 departed at 7.36 - so, more or less on time.
Flew into LCY using CityJet a quite a lot over the last few years. Stopped using the 06:40 altogether because I don't think it was on time ever out of half a dozen or so flights, which means 30+ mins delay on arrival.
So started arranging any meetings an hour later and got myself an hour longer in bed.
 
Just had a really annoying experience with CityJet yesterday. 1730 flight from London City eventually departed at 2220, was half pleased early on as flight was initially delayed to 1800 so that meant I could continue watching the World Cup Final. But constant announcements onscreen that the next announcement would be in an hours time, we eventually decided we'd take an overnight and book in for the following day and were escorted back through security only to be told once there that all local hotels were booked up and we had to find our own hotels and by the way we might not be able to get you on a flight tomorrow (Monday) and it could be Tuesday or Wednesday by the time we can put you on a Cityjet flight. Thankfully we were able to get back through security and make our much delayed flight which had just landed from Southend (we hadn't trusted the advice that it might arrive "soon").
Another passenger told us Sunday evenings are always a disaster from London City, it seemed like 50% of flights were either delayed or cancelled.
Not pleased with CityJet, how the airside staff could say we'd be sorted with hotels and flights and 5 minutes later her colleagues on the other side were saying we were on our own was just astounding.
They don't make it easy to make a EU261 claim either, you have to ring up rather than an online claim.
 
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