Caribbean Airlines
reviews and complaints

Immediate FULL refund on ticket.

I was booked on flight BW1512 with a departure time of 1045 to go to Tobago to complete my civic duty. But thanks to CAL that could not be fulfilled...not surprised with the incompetence of this third rate airline.

On the 05th December I checked in for the flight, per the boarding pass and the contract of agreement which has been provided to my Attorney and will also be furbished to the consumer affairs division, check in for the flight is one (1) hour prior to departure with a boarding time closing 15 minutes prior to departure. This morning I arrived at the airport at 1005am and proceeded to the self service kiosk to print my boarding pass for a flight I already checked in for, however the prompt on the kiosk stated no segment found, please proceed to service desk.

When I spoke to the agent at the desk I identified I am on flight BW1512 which departs at 1045 and I am trying to print my boarding pass, to my not so surprise I was advised that the flight was already closed out. I do not think it takes advance math to calculate that the close out time for this flight would have been at 1030am, however my confirmed seat was offloaded and issued to a standby customer!

''We acknowledge receipt of your correspondence. Please accept our sincerest apologies for the inconvenience caused on this occasion.

Caribbean Airlines’ Conditions of Contract outline the following: “Times shown in the timetable or elsewhere are not guaranteed and form no part of the contract. Carrier may without notice substitute alternate carriers or aircraft and may alter or omit stopping places shown on the ticket in case of necessity. Schedules are subject to change without prior notice.”

Whilst we have outlined the above, we are not insensitive to the disruption to our guests’ plans that these changes can affect as we do make every effort to maintain our advertised schedule.

Further, we wish to guide that Caribbean Airlines endeavours to operate all its flights as scheduled, with an on-time departure. To do this successfully, we also need our passengers’ assistance. Therefore, we guide all customers to present themselves early enough for check-in to allow us sufficient time to register their baggage, issue their boarding pass and complete mandatory security checks. All guests are advised that check-in begins four (4) hours prior to flight departure and ceases one (1) hour before the flight leaves. If a passenger does not adhere to the stipulated check-in times, we may not be able to allow that passenger on board the flight. Based on the time indicated, you arrived at the airport twenty (20) minutes after closure of the flight. The link below has been attached for your future guidance and review.

https://www.caribbean-airlines.com/#/reservations/before-travel-tips

We do wish to advise that your request for a refund has been sent to the Reservations Department for their direct handling and communication.

Once again, we extend our apologies. We look forward to welcoming you on board with us when next you travel and trust your next travel experience would be trouble free in every aspect.

Sincerely,

Jenelle Headley

Customer Experience Department

Caribbean Airlines Limited, Iere House

Golden Grove Road, Piarco,

TRINIDAD W.I.

Telephone: + [protected] ext. 2424

Fax: +[protected]

Website: www.caribbean-airlines.com''

On Friday, May 6, 2022 at 07:56:33 AM GMT-4, Jenelle Headley wrote:

Thank you for your correspondence and for the information provided. This has been shared with the Refunds Department for their direct handling and communication.

They will be in contact with you at their earliest convenience.

Thank you for your kind patience.

Sincerely,

I travelled from Orlando to Trinidad on15-July, 2022 on flight POSBW37503,

when I collected my luggage at the baggage carousel I noticed one of my

luggage was torn in three places. This is part of a 3pc set (Jessica Simpson Brand) that I purchased at Ross in Tampa, Florida and it cost me $ 150.00 US, I didn't feel the need to keep the receipt as I was returning to Trinidad. I have never experienced this as I have been travelling with Caribbean Airline for many years and as such I should be compensated.

My wife and I travelled on BW435after spending 4 days on vacation in St Lucia (travelled on BW434 on June 27, 2022 from POS) My ticket no is [protected] with booking no RLXO8G.

I had one piece of luggage for 2 persons travelling. At the counter I was advised that I had to pay US$30 for tat piece of luggage. An Excess Standby Baggage was attached to the luggage tag. I dont know why it was classified as Excess Standby sine I had only a singe piece of checked luggage.

My email address is [protected]@gmail.com and tel no is [protected].

BY the way this is my 2nd complaint on this matter for I have not received any response .

Frank Look Kin

July 14, 2022

Hello

I traveled with Caribbean Airlines on July 7, 2022-BW 483 from Miami to POS. My reference number is 29R8US. I paid $685.00 from my Flex ticket which was inclusive of lunch which I preordered.

I never received my preordered meal, not sure why.

I am requesting a refund since all I got was “not sure what happened and apologies which definitely is not good enough for me.

Looking forward to a promo Ian’s favorable response.

Wendy Forde

Good day! On June 28th I made a reservation and booking for travel out of Miami Fl to POS Trinidad with a travel date of Jul 1, 2022. However, due to unforeseen circumstances I had to cancel my flight. I had also taken the flight insurance as I often do when I travel since I love the security of knowing that I have this in place since you never know when "life happens". All this was done through Expedia.

Given my "unforeseen circumstances" I went online within the 24 hour window to cancel my flight. I was able to cancel and received confirmation. However, on the day of travel I received a text from Caribbean Airlines about check-in procedures and I could not understand why I was receiving this. When I returned to my cancellation information it occurred to me only then that when I thought I cancelled my entire flight the cancellation showed that I cancelled only the insurance part of the flight. I honestly thought that what I cancelled was the entire ticket. I reached out to Expedia and was told that the ticket was non-refundable. What? I made this reservation because a family member promised to reimburse me given that I am currently unemployed and unable to afford this expense at this time. This has certainly set me back financially and to my dismay when I was told that the ticket was non-refundable I literally started to gag.

I am reaching out to let you know that this was truly an innocent error on my part, I admit, and I am hoping that you will find it in your heart to please please refund me this money because I desperately need it at this time. Clearly, by adding the insurance speaks volumes to me being a careful and calculating individual. I am still in disbelief that I somehow missed that I was cancelling one portion of the ticket when in my mindset the cancellation would take care of the entire ticket.

I am cordially requesting a refund and while I take full responsibility for my error I hope that you can at least come to some resolution where my $538.07 does not escape me entirely. Thank you for your kind consideration in this matter and I look forward to future travel with your airline, the airline of my country of birth.

Sincerely,

Jessica M Adams-Skinner

Concerned Passenger

I arrived at Toronto was to last person there at the carousel looking for my suitcase only to find out it was not there! I filled in a missing bag report and they sent me out! I had nothing, only my carry on with snacks for my 3 grandchildren. My daughter had planned a birthday party for my grandson who was turning 1, so I had to go shopping for some essentials. I have contacted CA and spend approximately 5 hours in total for 3 consecutive days. Oh they first gave me a Trinidad number and told me I had to call to locate my luggage. My daughter was not impressed as we was not going to have a big telephone bill over my luggage. I have spoken to literally 6 to 8 different client care representative. After the third day they told me they located my luggage and they were dropping it off to my house where I was staying at between 8pm-12. I the person arrive at 2:30amin the morning. It is definitely a sad situation coming on a holiday and losing everything I bought for my kids. After getting my suitcase my hair straightener and make up bag was missing. I am totally not impressed Caribbean airlines. With gas price being so high the cost for tickets are insanely skyrocketing, I expected a little better service than this. ( May25-26) flew in from Porto Spain to Georgetown to Pearson. I arrived at 7:30am at Pearson.

Reference: 4VMUYZ

I booked a flight to Grenada for my daughter and myself for 10th June - 17th June 2022.

I arrived at Piarco at 6.00 am to check in and was then told even though I was confirmed by email they had no booking for us. We waited until almost 9.00 am as the flight was leaving early. At the last moment we were given our boarding pass, I reminded your Representative that I had requested a wheelchair and had to wait further to obtain one.

On my return on the 17th June at Maurice Bishop Airport we arrived there 2 hours before and again requested the wheelchair for my daughter, I was told they had to book in customers first, I then told your Representative that we would like to go in early as I wanted to buy some things in Duty Free, she said I would have to wait. While getting close to boarding time again, I asked for the wheelchair service, again I got the same reply. Shortly after our names were being called to board I again spoke to your Rep, it was only then I received the wheelchair by which time we had to straight in and could not even stop at the Duty Free.

I am most disappointed in the service we received

Annette Baron

Good Day,

I had to cancel my original booking to the USA at which time I had paid an additional $35.00 US for an extra legroom seat and when I rebooked I had requested that the $35.00 be applied to the new booking for the extra leg room instead of a refund. On my trip back to Trinidad on the 17th June, 2022 on flight #485 from Orlando I was assigned seat 6C not an extra legroom seat.

My name : Surujdaye Harrinarine

Booking REF : 33YMKM

BW/ETKT :[protected]

Frequent Trav. :[protected]

I booked a flight for 3 passengers in March 22nd 2022 for 3 travelers from Tobago to Trinidad on June 4th 9:45 pm because we had another flight to catch in Trinidad at 3:52 a.m. on June 5th. However, while booking the flights it clearly showed availability for 3 persons on June 4th, after hitting check out my friend immediately indicated that it was booked for June 7th 9:45 p.m. I went into manage booking and made several efforts to fix it and was not able to.

I reached out via live chat on March 22nd 2022 because I live overseas and international calls and ridiculously expensive and spoke with Reecia, while my friend simultaneously tried calling the contact center In Trinidad and was not able to get anyone. It was after 1 a.m. Trinidad time so I am unsure if that's the reason but I informed the Representative of the issue who then informed me there was availability for 3 persons on June 4th and that's why the system selected the next available date. She advised me to email [protected]@caribbeanairlines.com or [protected]@caribbeanairlines.com, which I did, I emailed both. I said I'd rather speak with someone via phone she said I can request a call in the email, which I did, no one called I received a generic response.

After waiting a couple days of not having a resolution I reached out via online chat again on March 24th and so happen to get the same agent who informed me that seats have become available for the dates I originally wanted but I needed to pay $150ttd for the change. I then informed her I don't see why I need to pay for an error that was not on my end and that I wont be paying but I would like to have the dates changed if not refund me for the tickets or ill go through a dispute with my back. After going back and forth I received a new email with the dates that I wanted, she said a Rep would reach out in 24-48 hours no one did but I did receive the email with the change, so I assumed it was fixed in the back end and there was no need for a rep. to contact me.

Fast forward to June 4th after enjoying ourselves for my cousins wedding got to the airport to be informed there aren't any tickets in the system for us for this date. Went over to ticketing who basically confirmed was was said previously and stated that the ticket were on hold for the requested date and were never processed because the change fee was not paid and was I received was a itinerary I believe (don't quote me on that). The current flight is booked and nothing can be done after explaining that we have another flight to catch and they were rude when we came back the second time trying to rebook the flights back to Trinidad. We were knocking and they were inside just looking at us and the security came out and ran us like dogs after a while.

On June 5th we went back to the airport spoke with a supervisor who heard all of our claims and apparently sent an escalation email and got a response stating that Caribbean airlines is not responsible for our connecting flights issues. They even charged my other two friends the $100ttd to go on stand by to get back to Trinidad.

On June 4th hours before our flight I received an email informing me to check in online for the flight that same day, how is it that the system can send am emailing advising me to check in for a booking that's not in the system? Make it make sense. Needless to say we ended up in over 25k expenses having to rebook new flights. Missed two of our vacation because we didn't arrive until June 7th. The supervisor informed us that someone manually placed the change of the tickets into the system because it cancels after 24 hours of being on hold however, ours was there until June3rd (that's over two months). She also stated that this isn't the first time this happened, so I'm not sure when Caribbean airlines will get themselves together. They refused to assist us with reaching out to Copa and rebooking instead Copa they hit us with $250usd no show fee, 100 and something usd re booking fee, 75 usd agency fee plus the difference in ticket cost. Everything after that was a ripple effect, lost money for activities airport transfers and etc.

I do plan to make it my business to take them to court as I have all of the Correspondence between myself and agent and way we were treated was even worse. Their communication was poor, the way they handled this situation and so many ways it could've been avoided. I would never advise my worst enemy to use this airline and this is the summarized version of all the hell, emotional stress, mental issues, heartache that we had to endure dealing with them. Literally! just a summarized version. I can't wait until other airlines become available and start giving them competition maybe then they'll see the value in their customers.

booked and preordered food for my flight to trinidad and tobago on may 5th 2022, my flight was at 7:30 am and i never recieved my food, first of all i booked a direct flight and about 2 weeks before my flight it was changed to the flight stopping in tobago, no compensation given, but to be on a flight and not getting what i paid for and being hungry on my flight was very disappointing, i'll like to know what compensation is going to be given for my discomfort on your flight, the flight attendant tried to find my order only to figure out after that it's because the original flight was changed hence the reason that my pre ordered food order was messed up and that i believe should of also been handeled differently, i do hope i can have this issue resolved as soon as possible thank you.

Greetings,

On 5/12/2022, my husband (Kissoon Chan) and I (Ann Marie Chan) were travelling to TNT. The flight was supposed to leave JFK @ 1:30 am arriving in TNT 9:25 am. We were delayed 3hrs and 15 mins.

I had an important appointment in Trinidad for 11:30 am hence the reason for going. We did not get to TNT until about 1pm.

I totally missed my appointment and was unable to accomplish my planned business.

This was a great inconvenience.

My wife and I were booked on two flights to take us from Orlando, Florida to Bridgetown, Barbados via Port of Spain, Trinidad and Tobago on May 16th 2022. On 5th February we received a text message from the airline informing us that the connecting flight from Port of Spain BW 459 had been cancelled. Although we received a refund for the tickets, we did not get a refund for the extra cost of reserving seats amounting to $92.50. There has been no response to repeated emails other than an automated one to the first one.

Topic: Buyers beware of non-disclosure ticket bookings.

At the moment, I am outraged with the business ethics received from the Caribbean Airlines booking staff. I booked a flight to Kingston Jamaica for May 18th, 2022. I had to cancel the flight. I asked the booking staff to refund my money back to my visa with an exception of the $75.00 administration fee. This is the only time I was informed that it was going to take 2-3 months to give me back my money. The question is, why was I not told prior to booking the ticket. After waiting over a week for the refund, I called back with a solution - rebooking with the airline but, now they are telling me it's going to cost me more money. In conclusion, I would like to go home in August to be with my mother, daughter, and granddaughter, as I just finished Breast Cancer treatments, and my doctor gave me the okay to go home and connect with family. I did not expect to be treated poorly by Caribbean Airlines.

Roy Westhead

44 Deneway

Rowlands Gill

Tyne and Wear

NE391BB

26-05-22

[protected]@btinternet.com / roy.[protected]@nhs.net [protected]

COMPLAINT

London Heathrow (3) Antigua 12 May 22 VS0133 12:10 16:00 Virgin Atlantic GWIAHU

Antigua Barbados 12 May 22 BW0419 19:00 20:00 Caribbean Airlines R32RPM

Barbados Antigua 19 May 22 BW0418 09:45 10:50 Caribbean Airlines R32RPM

Antigua London Heathrow (3) 19 May 22 VS0134 17:50 07:10* Virgin Atlantic GWIAHU

Invoice Number: [protected] Galileo/Booking Ref: 1HMQTD

Ticket Number WESTHEAD/ROYMR [protected]

Hi,

I would like to log a complaint and a formal request for compensation please.

I booked the flights above via Netflights.com on April 25th 2002. I’ve had a terrible experience with 2 flights delayed (one an overnight delay) and one flight VS0134 subject to a very distressing experience with a disruptive/violent passenger on board which also resulted in significant disembarkation delay.

London Heathrow (3) Antigua 12 May 22 VS0133 12:10 16:00 Virgin Atlantic

No issues with this flight.

Antigua Barbados 12 May 22 BW0419 19:00 20:00 Caribbean Airlines

Arrived in Antigua, cleared customs and COVID protocol checks and proceeded to Carribean Airlines check in desk. Desks empty and unstaffed.

Eventually located a member of staff – was told the flight was cancelled and would depart the next day. I politely requested help with accommodation, food and onward travel and was met with a shrug of the shoulders: no help, assistance or explanation whatsoever.

Proceeded to airline information desk – same response, advised to attend Caribbean Airlines desk. Attended Caribbean Airlines desk was informed the delay was due to industrial action by air traffic control staff in Jamaica and as such was outside their control. Again I requested help with accommodation, food and onward travel and was met with a shrug of the shoulders: no help, assistance or explanation whatsoever.

Please bear in mind I was alone in a country I have not visited before, had no knowledge at all of local facilities or amenities and no local currency, and had just completed a transatlantic flight.

International passenger conveyance protocols mandate assistance with accommodation and food at the very least in case of a flight cancellation – no assistance whatsoever was afforded to me.

A further visit to the airline information desk resulted in a booking at a local guest house (Carters) with the travel, food and accommodation costs being met by me.

I have receipts for most of the incurred costs – the total additional cost incurred was $236.

I request compensation of $236 to cover these costs, incurred through no fault of my own.

I received email confirmation of the cancelled/rearranged flight but only received this on arrival at my accommodation in Antigua.

Barbados Antigua 19 May 22 BW0418 09:45 10:50 Caribbean Airlines

Flight departed 2 hours late.

I received email confirmation of the delay.

Antigua London Heathrow (3) 19 May 22 VS0134 17:50 07:10* Virgin Atlantic GWIAHU O 23K

Flight departed on time, but was disrupted by a violent passenger who had to be physically restrained by cabin crew and passengers prior to expulsion from the aircraft by 8 armed police. Disembarkation delayed by one hour.

I must note that the cabin crew and the police and airport and airline authorities handled this incident excellently and professionally.

Summary of Complaint

I booked these tickets in good faith and paid immediately.

I experienced significant disruption and delay due to the cancelled departure of BW0419 and was offered no explanation, support or advice in the arrival airport.

International passenger conveyance protocols mandate assistance with accommodation and food at the very least in case of a flight cancellation – no assistance whatsoever was afforded to me.

As the conveying airline you completely failed in your obligations in respect of providing any assistance with accommodation and food and I therefore request compensation to the value of $236 to cover my out of pocket expenses incurred caused through no fault of my own.

Roy Westhead

On Wednesday 5th May, was travelling to Barbados. The night before I web checked in. I had a carry on, as well as a check in luggage. While on the page I did not see any information about carry on so I checked in both suitcases.

I travelled to Guyana on November 10th 2021 for my Brother's funeral.

Rewards were not added to this flight . Called today which is just 7 days shy of 6 month to have the points added.

i would like to ask that I be credited miles rewards for Flight # BW 527 on ticket # [protected].

unfair that Im being penalized and cannot get thee point because of only 7 days after the 6 months grace period.

appreciate someone look into this issue and allot points owing for my flight to Guyana on Nov 10th 2021.

thanks.

I just made a booking on Caribbean Airlines and I paid for Caribbean Plus seats. While making the initial booking the website it timed out so I had to start over. When doing it the 2nd time the seats I initially selected were showing as unavailable. I completed the booking choosing other seats with the intention of editing the seats after payment since I would have already paid for the upgrade.

My booking clearly shows that seat modification is possible. However when I try to change the seats you are trying to charge me the full price again although i already paid for seats. I just called to query this thinking this is an error and an agent is telling me I have to pay again to move the seat numbers. So basically it's like paying for 4 setas. What sort of robbery is this? The seats are available and i already paid for an upgrade. Why can't I move the seats?

1099216 Norma Nash

Been waiting for my refund after my flight was cancelled, and wasn,t informed turned up at the airport been told it is with the refund department how long and cant get it back. Shame on you with your promises everyday.

Poor customer service.

Come on do better

Good day , my name is Carlene Martin

i had purchased a ticket to travel to Tobago from Piarco international air port in Trinidad, dated for the 5th of April 2022, however due to experiences out of my control related to the coronavirus i was unable to travel.

I have done all the necessary process and have called reps in the UK

K who have given me two different email addresses.

i have sent emails to [protected]@caribbean-airlines.com and at [protected]@caribbean-airlines.com

my booking reference number is 4IY5WL.

Please not in the email i had never gotten a ticket number.

emails were sent on the 21st March 2022 and 5th may 2022 and 10th may 2022, with no RESPONSES.

I was traveling from Barbados to Port of Spain on 6/5/2022 with CAL flight # BW411, when I arrived my suitcase Tag destination POS, Pax Itinerary BGI/POS, Tag # BW629507 was already offloaded from carousel with the handle broken. I visited CAL counter and file a Property Irregularity Report.

It's a large Red Samsonite suitcase with four (4) wheels, extended handle, front compartment.