Caribbean Airlines

My name is Lucille Prince I am 85 years old and I travelled on BW 521 from JFK to POS on Dec 12, 2025. I paid for Coconut Bake and Saltfish for breakfast and I received eggs and sausage. I don't eat eggs because I'm allergic. I paid way in advance for my meal the same time I booked my ticket over1 month in advance. I know there is a manifest on board and I don't understand why the flight crew did not confirm we me my meal. They served me and everybody else the same breakfast. It left me to believe that they held back the Coconut Bake and Saltfish for themselves so it's easier not to ask a question. This is very unprofessional. Caribben Airlines is the only airline I travel with no one else and I'm very disappointed. I'm hoping that this does not occur on my return flight BW 528 POS to JFK on January 2, 2026.

My recent flight with Caribbean Airlines was surprisingly pleasant. From booking to boarding, the process was smooth and hassle-free. The in-flight service was courteous and the seats were comfortable. I enjoyed the delicious meals offered onboard. The flight arrived on time, and I appreciated the efficiency of the entire journey.

On November 3rd, I traveled to London with Caribbean Airlines through Ogle Guyana. I was in transit in Barbados for two (2) hours. In Guyana, Caribbean Airlines mentioned that my checked luggage would be "put through" onto my next flight. However, when I got to Barbados, both suitcases were on the baggage carousel. I had to check my luggage myself onto my Virgin Atlantic flight.

Good morning. I have been charged for a hotel room that I couldn't occupy and for a ferry service I couldn't get on. These two services will not refund me my money although I informed them that your Airline cancelled our flight. This caused me go Missouri on our Holy Day celebration if the Feast of Tabernacles here in Tabago. It's not easy to be turned around as a person with a disability.

I therefore am a refund on my AC account from the Airlines regarding my plane fare and other expenses I incurred.

Sincerely,
Wendy Willis-Mackey

Good day my name is Shirley Baker, I purchase two tickets to Canada last August 09,2023, while at the Trinidad airport I was told that the tickets were usable until December 2024 by the ticket agent and employee at the counter however when I went to book a flight for my birthday in October 2024, I was told the tickets expired since the date of purchase. I wish Caribbean Airlines would have told me that the tickets would have expired since date of purchase. Since the miss information was from Caribbean Airlines it would be nice if I could get a 50 percent refund or another ticket. I can be reach by phone at [protected].
or email at [protected]@gmail.com.

Good Morning ,

I am writing about an experience I had on flight BW 601 from Toronto to Port of Spain Trinidad on May 3rd. I will begin by saying that CAL is always my first choice for flying to Trinidad I have always received the best service from everyone, HOWEVER on the night of May 3rd on the above noted flight I received the worst service ever from one of the counter staff at Pearson International. I recently suffered a stroke in early December and decided to take a vacation to relax and recover, as i was about to board the flight another passenger realized i was struggling with my bags he offered to assist me to get on the plane, so he took my carry on, just so i could have gone on the plane without struggling, all of my bags were tagged at the counter as i explained to the agent in the front counter about my stroke, as the individual that assisted me was about to board, the Agent stopped him and informed him he should not have 2 carry on pieces , he tried to explain to her he was only assisting me to get to the plane , she started to scream and called me back and started by shouting at both of us, I asked her to not shout at me and tried to explain to her why he was carrying the bag ( which contained my medication my Blood Pressure Machine and Diabetic tester and other things which i needed to have on the plane ,she then SCREAMED at me and asked me to move to the side and informed me i had to pay $150.00 CASH ONLY, for the bag that weighed less that 15 lbs. Please note that she pulled aside other passengers, who had more than one carry on however they were given the opportunity to condense their 2 bags into one and not charged the $150 , I can state this, as I asked them when they came on the plane. I was terribly humiliated by this experience as everyone that was waiting to board the flight saw and heard the entire ordeal and were pretty surprised by the behavior of the agent. As I boarded the plane, the stewardess greeted me as always in a very professional manner but realized i was visibly upset and inquired as to what was wrong with me, i explained to them what happened and they all apologized to me on behalf of CAL. I am not sure what can be done about this as i did not get the name of the agent. The experience left me with the question as to if I would use Caribbean Airlines again as it is something I will never forget it left me very shaken up to the point that I was not able to sleep on the flight which is something i always did on the night flights.

I look forward to hearing from you on this issue.

Yours Respectfully ,

Dianne Brewster

I Sandra Dookwah travelled with Caribbean Airlines on 06.01.24 on BW 602 from Piarco to YYZ Toronto

After waiting for over and hour to collect my luggage, only discover one of the wheels from the largest suitcase from my HEYS set was missing.

I have travelled with this airline for many many years and really haven't had any complaints except for the way your luggage is handled, always bang up.

Please advise accordingly,

Claim was sent on 10.02.24 with Pictures

I kept checking

I'm resending, no response was sent

Regards

Sandra Dookwah

Passenger: Rookmin Ramroop E-Ticket # 106-[protected]

Flight # BW600

Date of Issue: 18-Aug-2023

Cost: Can$728.86

Flight Dates: 16-Jan-2024 from Toronto to Port of Spain returning 31-Jan-2024

My mother's Rookmin Ramroop cardiologist has informed her that she should not fly going forward, due to a severe heart condition.

The cardiologist Letter plus a copy of her ticket has bee sent to Caribbean Airlines by mail to Trinidad.

I purchased 6 tickets using Scotiabank points. The Scotiabank CSR said they will not be able to include any check in bags as they are not authorized to do so, and I have to contact Caribbean Airlines.

The CSR at Caribbean Airlines said they will not be able to guarantee that my bags will be on the same flight.

Seeing this was not an option when I was purchased the tickets, I would really appreciate if someone can give me some assurance, please.

As we will not be staying in Miami, but heading on a Cruise and would need our check in bags.

To:

Sent: Fri., 12 Jan. 2024 at 12:12 p.m.

Subject: BW601 YYZ-POS

Dear Valued Customer,

On behalf of Caribbean Airlines, we sincerely apologize for the disruption of your flight BW601 on January 12, 2024, from Toronto to Port of Spain.

This was as result of poor weather conditions, and we appreciate your patience during this time.

Caribbean Airlines thanks you for your understanding and truly regrets the inconvenience you experienced.

We look forward to your continued patronage and the privilege of serving your air travel needs again soon.

Sincerely,

Customer Experience Team

I Sandra Dookwah travelled with Caribbean Airlines on 06.01.24 on BW 602 from Piarco to YYZ Toronto

After waiting for over and hour to collect my luggage, only discover one of the wheels from the largest suitcase from my HEYS set was missing.

I have travelled with this airline for many many years and really haven't had any complaints except for the way your luggage is handled, always bang up.

Please advise accordingly

Regards

Sandra Dookwah

Email: sharmaine. [protected]@gmail.com

Please find attached a ticket for my mother Rookmin Ramroop for Can$728.86 who have been advised against travelling going forward by her cardiologist.

She was supposed to travel to Trinidad on 16 January, 2024 and return on 31 January, 2024.

I am requesting that this ticket be cancelled immediately and a full refund issued for the purchase of the ticket.

I am attaching a copy of the ticket and also a copy of the doctor's letter

My name is Morrin Mahepath. I live in Toronto, Canada. My cell is [protected].

Email:[protected]@hotmail.com I traveled from Port of Spain to Toronto, by a Caribbean Airlines, flight BW612. Date: November 23, 2023. Booking reference BW/49DRBU. When I arrived at Pearson Airport, I collected my brand new suitcase to find that it was damaged. Immediately, I made a complaint to the relevant clerk. She put my information on the computer and gave me #[protected] to call. She also said that I could visit any Bently store and the suitcase with be shipped to EVEX Luggage Centre. I was given the reference # 70DFF79FE6D3. Today, I took the torn suitcase to the Bently Store in Scarborough Town Centre, to find out that I need a reference complaint statement from Caribbean Airlines. The price of my new suitcase is $100.00

Thank you for your kind consideration in this matter.

Morrin Mahepath

My son and I were due to travel on BW 480 to Florida on Thursday 16th November 2023. On checking in we were informed that there was an issue with our American visas and that we should contact the embassy. The visas were not expired. At this point I have requested an audience with the American Consulate to rectify the situation.

At the ticketing counter I was told that the tickets would be valid for a year, until October 2024 but that we would have to pay a penalty fee to change the date. The booking reference number is 42F249. I am requesting a waiver of that fee since I was unaware of the issue with the visas before we made travel arrangements. Had I known, I would not have purchased tickets to travel at this time.

On the 18th of October 2023, I flew from the United States to Trinidad with the intention of connecting to Tobago on a 6:20pm departure for Tobago for a funeral at 10:00am the next morning. The Flight to Tobago was constantly delayed and the information about the departure was also delayed and not forthcoming until the time for departure. The flight was delayed many times.

This is unacceptable and unprofessional in running a business. I flew just about all day and should have been able to get to Tobago for an unexpected passing of a family member. This same situation happened in 2015 as well. It is 2023. Do better! Your service is not free. Training is also requested for your employees. They are rude and do not care about other people's circumstances.

Grievance Note

Juby Johnson

51 Clarkson Ave

Toronto, ON, M6E 2T5

[protected]@acrossboundaries.ca

[protected]

10th November, 2023

Customer Relations

Caribbean Airlines Limited

Piarco International Airport

Golden Grove Road

Dear Sir/Madam,

Re: Grievance Regarding Flight Experience - Flight No: BW601, Economy, Ticket [protected]

I am writing to express my deep concern and disappointment regarding the treatment of my client, a 72-year-old individual, diagnosed with impaired vision, intellectual disability and dementia, received during her recent flight with Caribbean Airlines. As her social worker, I had personally liaised with your customer care representatives during the ticket booking process to ensure that the special medical conditions she required would be adequately addressed.

Flight Details:

- Date of Flight: 7th November

- Flight No: BW601

- Departure Time: 22:55

- Ticket No: [protected]

- Booking Reference: 2A5GI6

During the booking process, Caribbean Airlines assured me of special wheelchair assistance for my client, who has specific needs due to medical conditions. I checked the relevant assistance options, including wheelchair to cabin, impaired vision, and intellectual disability. At least if I had been provided a notice that a person with these complications won't be boarded I wouldn't have chosen this option. At the airport, I reiterated these conditions at the front desk, where my client was provided with wheelchair assistance until the security checkpoint and they informed me that the client would be boarded the flight and assisted till the pickup point of Trinidad airport. Despite pre-arranging for special assistance due to my client's unique medical conditions, which were explicitly noted on the boarding pass as BLND (Blind), DPNA (Deaf and Partially Blind), MAAS (Mental Health Assistance), and WCHR (Wheelchair), the airline staff denied my client access to board the flight. This refusal was allegedly due to the staff's purported unawareness of the specified medical conditions. This denial of boarding caused immense chaos for my client, leaving her confused, panicked, and experiencing mental trauma.

However, during the boarding process, it became apparent that the airline staff lacked a proper understanding of intellectual disability and mental health. Despite the assurance of special assistance, my client faced confusion during the staff's questioning and, regrettably, was denied access to the flight. Had I or her family been contacted, we could have provided the necessary support to facilitate her boarding.

Additionally, I was shocked to receive a call at 23:10, well after the scheduled departure, instructing me to collect my client. This was unexpected as my client had been handed over to an assistant for boarding. It appears that the assistants failed to fulfil their duties, leading to a distressing and prolonged ordeal for my client. Her inability to travel to her homeland for the past 11 years due to illness makes this incident particularly heartbreaking.

I am formally requesting compensation for the discriminatory treatment my client endured, the lack of communication regarding her situation, and the resultant mental trauma. She was sent on the flight under the belief that she would receive the necessary support, only to face disappointment and distress. The actions of the airline staff, particularly in involving police officials before connecting the immediate contacts, were inappropriate and added to the distress my client experienced. My client with all these medical concerns spent 11 hours in the airport till I reached to pick her back home. The panic created was traumatic. My client is identified as low-income and the cost of her ticket, taxi and the mental trauma she went through requires a claim.

This denial of boarding caused immense chaos for my client, leaving her confused, panicked, and experiencing mental trauma. The staff's lack of awareness and understanding of the provided assistance notation led to an unfortunate situation where my client was left alone in the airport for a distressing 11-hour period until I arrived to pick her up.

Moreover, the involvement of police officials during this incident added to the mental distress my client experienced. The airline staff, rather than taking responsibility, seemed to wash their hands of the situation, leaving my client without the support and care that she required. I am deeply concerned about the potential risks my client faced during the extended period of being left unattended. The lack of inclusive treatment for mental health and the staff's apparent unawareness towards intellectual disability are serious issues that must be addressed. In light of this, I am seeking justice for my client and urging Caribbean Airlines to thoroughly investigate this incident. I request a comprehensive review of the staff's training regarding passengers with special medical conditions, particularly those related to mental health and intellectual disabilities. Additionally, I am seeking assurance that appropriate measures will be implemented to prevent such distressing incidents from reoccurring in the future.

I urge Caribbean Airlines to thoroughly investigate this matter and consider the emotional and psychological impact on my client. I request fair and just compensation to alleviate the suffering she endured during this unfortunate incident.

Thank you for your prompt attention to this matter. I trust that Caribbean Airlines will take the necessary steps to address and rectify the issues raised.

Sincerely,

Juby Johnson

Social worker

Across Boundaries

On November 1 2023, I purchased two (2) return tickets and two (2) one-way tickets on my Credit Card as follows

Gilbert, K. - Ticket Reference 45UHZX

Springer, K. - Ticket Reference 45UHZX

Edwards, J. - Ticket Reference 3ZIYL4

McLean, R. - Ticket Reference 45V4W8

I received electronic receipts for the four transactions via email.

On checking my credit card status this morning, I noted that the four transactions have been duplicated (see photos below), so that an additional TTD 1200 was charged to my Credit Card, sending the card over limit with a resulting charge of TTD 50.

I would appreciate if a CSR would reach me urgently at 789 9134 to reverse the duplicated amount and resolve the issue.