Q: Is there any mandatory information I need to provide while booking a ticket?
A: It is absolutely essential to provide the correct mobile number on the ticket. CiTylinK sends SMS alerts to mobile numbers of passengers entered while booking, to inform of any changes in schedule. If your ticket is being booked by a travel agent, please ensure that your mobile number is entered instead of the agents. It is also essential to provide an alternate land line number, your email address and valid contact address while booking.
Q: Where can I book for my ticket?
A: KIA, Kumasi, Takoradi, Tamale and Sunyani Airports and any travel agency near you. For customers in the UK (see agency list)
Q: Can my booking cancel if I do not make payment?
A: Yes, all bookings must be paid within 24hours to guarantee a seat.
Q: Can I reserve my seat numbers?
A: No, you cannot reserve seats on CiTylinK.
Q: Can I book connecting flights on CiTylinK?
A: No, you can’t book connecting flights on CiTylinK.
Q: Can I block a seat?
A: No. You cannot block a seat.
Q: Do I get a receipt for the money I have paid for my ticket?
A: The email confirmation which you get at the time of booking is considered to be a valid receipt for the payment made. You can also request for a separate receipt which shall be issued.
Q: How do I get my ticket, if I have not printed it out during booking but have the ticket number?
A: CiTylinK tickets can be collected from the airport reservation counter against valid Ticket Numbers and a valid photo identity card for verification. After collection of the ticket, all passengers have to proceed to the check-in counter.
Q: What do I do if I need to book a large number of tickets, say for 30 passengers?
A: Bookings for more than 10 passengers can be made through our Call Centre on +233 544 341 649 or +233 277 812 000.
Q: Can I purchase an Open CiTylinK Ticket?
A: Yes, but this will be subject to availability, we advice you purchase a valid ticket with specific dates.
Q: How are tickets priced for children and infants?
A: Adult and child tickets have standard pricing. Infants’ ticket fares are priced at $10 (including taxes).
Q: How do I pay for my ticket?
A: For bookings made online overseas, payment has to be made through our overseas agents (below). You can also contact us to wire transfer. At the call centres and other points of purchase.
Q: When do I receive the ticket for the flight which I have booked?
A: CiTylinK issues only e-tickets instead of conventional tickets which are booked online at all points of purchase. These e-tickets once booked online, can be printed on a normal A4 paper and produced at the airport counter. When a booking is made, a ticket number for each ticket is generated which is the unique identification for the ticket. The passenger will also receive an email, if a valid email address had been provided at the time of booking. This email will contain the e-ticket.
Q: Where can I find the Terms & Conditions for travel with CiTylinK?
A: You will find this in the bottom of the page with a title “Terms & Conditions”
Q: How much baggage allowance is allowed?
A: 15 Kg for check-in and 5Kg for hand luggage
Q: What happens if at the check-in counter, I discover that I have excess baggage?
A: Any baggage brought to the check-in counter on the date of departure that exceeds the free baggage allowance is considered excess baggage and is chargeable at the rate applicable.
Q: What is the procedure followed by CiTylinK in identifying, recovering and returning my lost baggage?
A: In the event of mishandled baggage, we employ tracers across our network to have the baggage recovered and delivered at the earliest possible. The trace process could take up to 24hrs. Upon recovery the passenger is informed and the baggage is handed over, after necessary validation.
Q: What can I do if I feel ill on the flight?
A: In case a passenger feels unwell during their journey, they should immediately inform the Cabin Attendant, for necessary assistance. We do have basic medication in our First Aid Kit on board the aircraft, as required by the GCAA regulations.
Q: Can I use my Mobile Phone on board once the flight has taken off?
A: No, Mobile phones need to be switched off and cannot be used on board the aircraft after takeoff. Some airlines allow passengers to keep the phone in the flight mode; we do not allow passengers to keep their phones on.
Q: Can I smoke on board a CiTylinK flight?
A: Smoking is strictly prohibited on board all our flights.
Q: Can I check-in online on my CiTylinK flight?
A: No.
Q: What time do I need to check in at the airport?
A: Check-in at the airport for domestic flights start one-and-a-half hours prior to departure. In order to maintain schedules, check-in counter will close 30 minutes before departure. Passengers are advised to check in early in order to avoid any last minute rush.
Q: What time does boarding close for my flight?
A: Boarding closes 10 minutes prior to flight departure. CiTylinK will call for boarding over the airport intercom. We reserve the right to deny boarding and cancel your reservation without refund if you do not show up for boarding on time, even if you have already been checked in.
Q: Does CiTylinK provide any special services to passengers?
A: Wheel Chair services and Unaccompanied Minor services are provided by the airline. Assistance is provided at the time of embarkation and disembarkation.
Q: Do I need to inform CiTylinK prior to travel, if I have any reduced mobility, visual impairment, or need any special assistance at the airport?
A: Information for special services should be provided at the time of making a reservation. This will help us ensure that the required assistance and provisions can be arranged in advance. Some services might be charged for, as per laid down airline policy.
Q: What is the Airline’s policy for travel of pregnant women?
A: From the 37th week till the end of 38th week a medical certificate from the passenger’s doctor (qualified obstetrician) is required. This certificate must be issued within seven days before commencement of travel. The passenger has to be accompanied by a doctor. After 38 weeks, expectant mothers are not permitted to fly.
Q: Where can the ticketing of the group be done?
A: Either through our Call Centre or a travel agent or across CiTylinK Sales points/Ticketing counters.
Q: If I cancel my ticket, do I get any refund?
A: A passenger can cancel the ticket on payment of applicable charges by calling the CiTylinK Call Centre.
Q: Where can I cancel my ticket?
A: If you have booked your ticket on www.flycitylink.com, please call CiTylinK Call Centre. CiTylinK Call Centre can cancel bookings done through travel agents or our sales points.
Q: Can I reschedule my trip?
A: Once a reservation has been made, it is only possible to reschedule the date of travel upon payment of applicable charges. The difference in fare will also have to be paid in case the current fare is higher than the original fare. Date/time changes are permitted only through our Call Centre and/or Ticketing offices.
Q: Any package for corporate clients?
A: Yes, CiTylinK has post-paid and pre-paid services for corporate clients. Please contact us on:
+233 277 803 788 or 233 248635395.
Q: Can I book a charter flight from CiTylinK?
A: Yes, you can book a charter flight to any destination in Africa, Southern and Western Europe. Please contact Koos Vlaar on +233 244 315 325 or email: koosvlaar@gmail.com / info@flycitylink.com