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3.8 377 Reviews

Caribbean Airlines Complaints Summary

261 Resolved
116 Unresolved
Our verdict: With a good resolution rate, Caribbean Airlines generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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Caribbean Airlines reviews & complaints 377

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Newest Caribbean Airlines reviews & complaints

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11:44 am EST
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Caribbean Airlines delayed service

On Saturday December 30, 2017 my mentally disable daughter and I was booked on a flight #BW016 from New York to Kingston for departure at 1am. When we got to the airport I was told that the flight was delayed until Saturday December 30 2:30pm.

The agent that I spoke to did not offer an alternative of the airline putting me up an hotel or even a meal. This led to me having to pay $80 extra to return to my aunt apartment in Brooklyn. I did not receive a call nor an email to state same.

When we got to the airport on Saturday and checked in the flight was delayed yet again for departure after 3pm. This has caused my daughter great anxiety and she was very stressed because of her disability. She does not have a lot of patience and it took me a while to get her calm.

I am therefore requesting a refund for both myself and my daughter.

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8:07 am EST
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Caribbean Airlines delays and cancellation

My flight was delayed and cancelled on the 29th of December from kingston Jamaica from 7:25pm to 10:55pm. On my arrrival to the airport at 7:50pm. I learn that my flight was cancelled for the 30th. This was so inconvenience for me. I had to miss my job on the 30th and pay extra money for the baby sitter. Im so disappointed with your service's. It's my first time taking Caribbean Airline. Im not HAPPY! No one call or email me to apologize for what happen.

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9:38 am EDT

Caribbean Airlines misplaced luggage

I have traveled with Caribbean airline on Oct 8th on flight # BW601 to GEO/ Guyana. I am yet to speak to someone about my missing luggage. In Guyana an agent of Caribbean airline give me a contact number and every time I called NO ONE answered the phone. I called several times once I returned home ( Canada) and NO answered. I have personally used your service for 15 years and my family have used your service for longer than I have.. I am disheartening of the level of disregards of your customers. I AM very disappointed!
Cindy

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7:53 pm EDT

Caribbean Airlines very important luggage

Vijay Ramlogan
Booking confirmed: WQQKE3
Ticket Number: 106-[protected]
Phone Numbers: [protected]/[protected]

Services Details
Toronto - Port Of Spain
Thursday 21 September 2017
Port of Spain - Toronto
Monday 25 September 2017

First luggage arrived Saturday Morning, second luggage arrived Monday morning when it was time to depart. First luggage contains personal clothes, I had to live without clothes during my stay in Trinidad it costed me a lot of money. I lived like a refuge. Second luggage arrived monday morning, it contained medication and medical instrument was transporting for a group of doctors at Mount Hope hospital. That instrument and medication was expected to be in Mount Hope Hospital for 12 o clock. A group of doctors was waiting on me to deliver this. I was really embarrassed and ashamed, I didn't know what to do. Clients lives were at the risk due to Caribbean Airline Luggage department.

I made it quite clear when I checked in to the clerk at Pearsons International Airport that what this luggage contained. I paid extra $40 for the second luggage. I explained to her it was very important. She said everything would be fine. When I get there friday morning I was like a mad man. Doctors have been calling me from the hospital, asking me to hurry up with the medication and instrument. I looked through all the luggage and none of my bags were there. I really don't know what to say, words can't explain what you guys put me through. I am so ashamed of myself, I let down the doctors in Trinidad aswell as the clients. Now he's resting in the hospital, at mount hope. I need some kind of explanation and compensation because I will be going back there to pay a second visit to this client. Thank you.

[protected]

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12:37 pm EDT

Caribbean Airlines caribbean miles

Frequent flyer acct# [protected] = 26000 points
For my husband Derrick Metzger
my husband use to travel every 6 mths to Guyana from Toronto until 2013 when he stopp after I moved to Toronto.I, Shazina metzger, ACCT#[protected]) travel alone in Apr 2014
he thought that flight was included in his miles but wasnt apparently he suppose to use those miles but he didnt know that - no correspondence was sent to him
then we tried to use it in Nov 2016 for a trip from Toronto to Guyana but when he tried to use it we were told its expired - out of frustration we booked our flights without the miles

on 29th Sept 2017 I spoke with an agent from indicating that we have to pay 200US$ to retrieve my husband acct in order to use it which will give us one round trip. Today 2nd Oct 2017 another agent said that its expired and lost on 26th Sept 2017 indicating that that date 1 yr have passed and we cant reactivate those point --- no correspondence was sent ever to my husband indicated anything about dates of expiry for points, ever.

Im filing a formal complaint to the Ombudsman for Caribbean Airlines about this.
I am requesting the calls recording calls from last year when we tried to get those points and the call from 29th Sept 2017 when that agent said im able to retrieve those 26000 points from derrick account

my email address: [protected]@gmail.com
my cell#[protected]

derrick cell#[protected]
derrick work [protected]

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11:27 am EDT

Caribbean Airlines bw526 boarding time 16.25 rude staff member for caribbean airlines in guyana

Sorry we did not want to complaint but we were travelling back to New York JFK on the 11th Sept BW526 17.25 from Guyana and the customer Service Rep for Carribean Airlines was so rude to us and to the other customers who she was dealing with.I still feel really angry just thinking about it.I just want to say if this is type of person you are employing to represent your company then I will never fly with you again.I was travelling with my parents who are two seniors and were shocked by her behaviour, She issused us with our boarding passes 21A, 21b and 21c surname Esbrand.I want you to look into this matter.

I am Head of Facilities, Customer Services and Security in my job in London. I would of sacked her immediately. That kind of behaviour and attitude was totally disgraceful.

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10:59 pm EDT

Caribbean Airlines flight change fees with pending hurricane

Dear Sir/Madam,

My name is Nadia Stanley-Byrd. My flight was scheduled to leave from Hollywood International Airport Fort Lauderdale in FL to Sangster International Airport in Montego Bay Jamaica. Confirmation number for myself, Dwain Byrd, Aidan Byrd is RR3QAM & Maurice Stanley confirmation # RRHKWH. I called after 10pm last night after hearing report on the news of Hurricane Irma’s direct trajectory to FL but your office was closed at 8pm instead of 24 hr service. We still tried multiple times but there was no one we could speak to in your office to answer any questions/concerns. We had to cancel shuttle service of pickup at 8:15am with Go Airport Shuttle last night after 11pm due to their policy.
Based on the impending category 5 hurricane Irma which is projected to affect FL by this weekend we were unable to travel this morning at 10:45am. A State of Emergency was issued in FL as well. I called your office as soon as they opened at 7am this morning to advise that we wanted to place flight on hold since we have to stay to board up the glass windows on our house, buy supplies, make many preparations before the hurricane arrives & also have to secure our vehicles that will be exposed to the elements.
I spoke to 5 different representatives who were adamant that we would incur additional fees of $150 per person to change this flight in spite of a major hurricane on a projected path to FL. We should not have to pay these additional fees since the changes are being made due to no fault of our own. It is due to an event that is out of our control & cannot afford the additional cost after paying close to $1800 for the flight.
The representatives advised since the issue/change is being made due to no fault of Caribbean Airlines the fees would apply. However, this is a natural disaster/act of God, therefore I have no control as well regarding the path of the hurricane or that we have to stay to make numerous preparations to secure property & important documents. If we abandon our property without securing it, our homeowners insurance policy will not comply.
One Representative sometime after 7am advised me the check in process has started & there was no flight cancellations from the airline at that time so if we were not on the flight then only a partial refund would be issued for today's flight but no refund for the Kingston to FLL leg or change fees would apply. I am aware there are persons checking into their flights this morning with no incident but their circumstances are different from our own as they may be Jamaican nationals returning home or persons who have already made preparations before the hurricane's arrival. We are US citizens so we live here & have to deal with this situation.
We were heading to Jamaica to handle my mom's estate because she passed in a major car accident where we were hit by a drunk driver Dec. 25, 2016. So we do have to go to Jamaica for business purposes but wish to travel at a later date. However the fees should not apply since we cannot travel due to circumstances that are out of our hands.
I spoke to Candace Wallace Supervisor in Reservations after 8 am this morning & she asked me 'so Caribbean Airlines should absorb the fees?' which I thought was very cold & heartless. I did not explain my problems to her regarding accident but we have medical bills for 4 of us involved in the accident last year. Now we need to prep for hurricane among multiple other expenses. I am not able to absorb the additional change fees after paying so much already, especially for airfare.
I heard from Reps statements like 'if the storm' comes & that 'Caribbean Airlines is not directly affected'. There was no consideration for us. We as a family are being directly affected by this. We have no way of knowing how bad the hurricane will affect us, but we have to still prepare & pray that we will be spared the worst. They also told me no advisory was issued that passengers could freely change their tickets without fees. Why not yet with current new reports?
Even if the storm shifts or down grades tomorrow or the next day, I have no way of knowing that before my travel time this morning. So 'wait & see what happens' as I was told cannot be applied in this case.
I only want to change the date of travel with no fees. I hope you will be accommodating to this matter for your Customers but if not then I wish to cancel, will fight to be fully refunded or never ever travel with Caribbean Airlines in the future.
I will post on Facebook. I will also take it to the media to get help if necessary on a program called ‘Help me Howard’ which airs on channel 7 WSVN/Fox & explain my issue with Caribbean Airlines policy. I heard other complaints regarding your bad practices from previous travelers who have decided not to ever use you again. You have bad reputation & wish I knew this before booking our tickets.
Hope to hear from you soon before I have to take other courses of action to get help with this issue.

Sincerely, Nadia Stanley-Byrd (contact # [protected])

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7:03 pm EDT

Caribbean Airlines Baggage

Hello, I was traveling from jfk to pos Saturday morning boarding at 7:30. Everything went smoothly until I reach to the boarding area where the flight was full to capacity per the representatives. They were offering to take carry on baggages to another area on the plane to make accommodation for everyone's luggages. I went up to the counter & an elderly woman who was one of the representatives there was very rude & lack every ounce of customer service skills, I could not believe she works there & represent the company. She started yelling at me that my carry is too big & did not want to hear anything else. After standing there with her going back & forth about my carry on I asked for the manager. The manager Rene came & he was extremely unpleasant, I asked him why they checked my bag & allowed me up to board the plane & now I'm being told it's not the size of a carry & must pay $35. I was very upset because of the fact I was allowed all the way through check in & security now with no other option I'm being forced to pay $35 for something that was not my fault. The manager said I was not able to board the plane unless I pay. This is the worst experience ever in my life, I will never fly Caribbean airlines again. There was no courtesy & no respect to the customer since airport staff allowed me in with my luggage as a carry to be then forced to pay for my carry on to board the plane. I want a full refund for this. The manager refused to give me his full name. When I asked him to write it down he said I'm not writing down anything so I took a picture.

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8:47 pm EDT
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Caribbean Airlines stolen item

I havebeen travelling with this airline from it was Air Jamaica. I've been a loyal customer and still stick with the cross over to Carribean Airline. My flight was July 31 at 10:00 am flight BW30 to Montego Bay, Jamaica. It was the worst flight I have ever been on. Flight was delayed due to the flight attendants luggage not checked on or thats what we were told. When the plane took off it felt as if they were racing. Well we arrived safely. The luggage took forever to come out, when it did one of my zippers looked tampered with I made nothing of it. When I got to my destination and unpacked one foot of my shoes was missing. Your workers stole one foot and couldn't get the other as it was packed in another suitcase. How disgusting and despicable. People work hard for their things and to know that I paid my money to fly this airline and my things are not safe I Stacy Williams will never fly this airline again. I might just be one customer lost now but trust sooner or later it will add up. I will be filing a complaint with the BBB.

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10:10 pm EDT

Caribbean Airlines delays

My name is Kelly hall on August 11 2017 I went to the airport in Kingston Jamaica to return back to the USA. I'm flight was to leave a 3pm but when I went to check in I was informed that my flight back to the USA was delay until 7am Saturday morning. This is unacceptable no explanation no nothing. All she could tell me was to go and get a hotel room for the night

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Mark Antonio
, US
May 07, 2018 2:56 pm EDT

I had a similar experience but no compensation to date. Did anyone get back to you? What form of compensation if any did CA offer?

A
A
aeisha brown
, US
Sep 04, 2017 9:51 am EDT

My name is Norman Anderson On Friday August 11th i went to Norman Manley airport in Kingston to check in for my flight which was scheduled to
depart Kingston 7:20 pm to JFK New York, upon on check in everything was fine went through security check and then about 9:30 pm they announced a delay until 7 am the following morning, which was a big inconvenience for me because i was scheduled for work which i missed and i lost a days pay. I would like to know whats the compensation for the inconvenience on my part my email address is dymey@optonline.net or [protected]

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8:03 pm EDT

Caribbean Airlines lack of communication

I am a very dissastified customer. My travel date was July 22nd departure time 5:30pm, however upon checking in, i was only then notified that my flight was delayed until 11:00pm. I was extremly upset. I travelled with my entire family, my two daughters, ages 8 and 5. They were very impatient. I am hoping that I am compensated for my frustration. Even the person that had to pick me up in NY left work early with no pay to pick us up. One person on the same flight said that she received a phone call. I am hoping to hear from you with a favourable response.

Flight # BW550
REF #UWADFL
Caribbean Miles account #[protected]
Contact Name: Anderson Cuffy
Phone#: [protected]
Home #:[protected]
email : [protected]@hotmail.com
[protected]@hotmail.com

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4:05 pm EDT

Caribbean Airlines lost luggage and poor customer service! bw1501 from tobago/bw440 trinidad to grenada.

Piarco POS to Grenada (MBIA)

Flew from Tobago to Trinidad and on to Grenada with baggage tagged to Grenada, arrived to find no luggage. It didn't even get on the plane! 24hrs later telephoned to find that bags had arrived and requested deliver to local address (which they had offers as part of their services.) Now 32hrs since leaving Tobago still no delivery to local address. On returning to airport to arrange my own collection after waiting for the delivery several hours. I was then told I couldn't collect my luggage as a plane had just arrived as a result I was not permitted entry to customs to identify the bags in question.

Imagine my distress, frustration and anger having been in the same clothes for now 37hrs! Being shuffled from person to person to obtain the simplest of information, and without so much as an apology or anyone seeming to be concerned about my physical state or the inconvenience I have suffered.

Simply the wort service I have ever experienced!

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11:38 am EDT

Caribbean Airlines baggage/ customer service

I travelled from JFK to GEO with ONE checked suitcase when I arrived at GEO my suitcase was nowhere to be found, I was given a paper with my info and a contact number it's been a month still no suitcase and with a contact number that no one answers. ABSOLUTE WORST AIRLINE, WORST CUSTOMER SERVICE. How can you loose one suitcase just how? People pay money to fly and expect good customer service just terrible airline!

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7:07 pm EDT

Caribbean Airlines stolen items from suitcase

On Sunday 23rd I flew from Trinidad with my wife to New York, Flight No. BW520, Everything was okay until we arrived in New York and found both suitcases broken into and a number of items removed they included a phone, jewelry, and shoes, It is sad to know that a local airline can have THIEVES posing as workers and really putting a damper on our vacation.

Name:Rabindranath Seenath

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11:16 am EDT
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Caribbean Airlines bw 550 departed from pos to jfk on july 23rd 2017

To Whom It May Concern,

My name is Tricia Celestain, I travelled with three other family members on Flight 550 on July 23rd 2017 outbound from POS to JFK. Firstly I was very frustrated with the services I received from the airline. Let me listed my issues:
1) The flight BW550 was scheduled to departed POS at 5:30pm never left until 7:30pm. We never received a call nor email with this change information.
2)Reach into JFK at 12:30am the aircraft was having problems opening the aircraft door so again other delay.
3)At the point to collect our luagges at the carousel. They were two Caribbean flights on the same carousel a Kingston flight and POS flight. We waited for one hour no luggage, some passengers from BW550 received they luggage. At this point we got concern and started looking for a Caribbean airlines agent none to be found. We had someone page for a Caribbean rep to come to carousel 6 to give us some information. Now it's about 2:30am the rep appeared to tell us that we have to wait thirty minutes more to collect our luggage because they is no one to off load the luggage on the ramp. Am very upset and furious for the customer service from Caribbean airlines. They were over eighty paying passengers left in JFK airport with no luggage and no real support from Caribbean airlines. After the thirty minutes the CARIBBEAN airlines agent appeared with two JFK employees to address us with "we can leave and our luggage will be mail to us. At this point passengers were vocally expressing they feelings. Among the passenger they were elderly people in wheelchair waiting all this time. Just very heartless Caribbean airline. My mother who is an elderly and my minor daughter had to sit on the rim of the carousel because they was extremely tired. My husband and myself had to report to work that morning. Finally around 3:30am the luggage came out. And no compensation nor email from Caribbean airlines for the ordeal they put us through.
So at this point being a customer with Caribbean airlines for years what should be done.

Please advise.
Disappointed customers.

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9:49 am EDT
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Caribbean Airlines damaged luggage and items

I brought a case of wine in Jamaica and a brand new suit case. When i checked my suitcase in Jamaica I requested for fragile tags which they provided. When i retained my suitcase the wheel was broken off my luggage and the one of the wine bottles was broken damaging some of the other clothing items in the luggage which had pieces of glass splinters in them and wet from the broken bottle of wine. I am trying to add individual pictures or video slide but its not allowing me.

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8:17 pm EDT

Caribbean Airlines my ring cologne a new pack underwear. and they open sealed envelope that I was bringing back home for a family member.

Hi my name is Alicia Wright my booking number is ([protected]) my aircraft 738 my flight number is BW36. Boarding time 16:20 am in the morning. My stuff was stolen in jamaica through Caribbean employees. My ring cause me $1600 dollars. My cologne cause me $100 dollars. My kids underwear cause $6. I took off my ring because I had on the ring my grandmother gave me befor she pass away so I put my wedding ring in my suitcase, in my ring box and its gone. They put my dirty clothes with my clean clothes. My mother was traveling with me and things that's supposed to be in her suitcase ended up in my suitcase. And things that supposed to be in mine. I don't know what kind of things is going on. You can get back to me at. ms.[protected]@gmail.com or you can reach me at [protected]. I had two pictures one is the receipt for my wedding ring and the other is the seal envelope that they torn and I don't know if the took any pictures of of the stuff that was in.

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6:15 pm EDT

Caribbean Airlines debbie townsend

GREAT disappointment in Caribbean airline. My son traveled on airline father's Day from ft Lauderdale to Jamaican as a unaccompanied miner this mean I pay for help. On arrival in Jamaica my son father was told his son was not allowed to bring under wear and bra for female family members but they will allow him. So sad to say item was missing from his check on suit case. Item taking was deodorants, sprays from bath and body, bath soap, victory secret under etc..on top off all they offer him a can soda that's it. This is my first and lost time using them.

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8:25 pm EDT
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Caribbean Airlines delayed flight

To whom it may concern. This is to inform you that my husbandgabriel miller and I were on b11 flight from montego bay to jfk on june 25 due to arrive approx. 10:15 pm. The plane did not leave as schedule causing delay in landing at jfk. They had to land in new jersey sat there for a long time, then when we finally got to jfk it was approx. 1: 08 am monday morning. We sat there in the plane could not get off because there was passengers boarding another another plane. Passengers were upset babies were screaming. This was very upseting because we had to go to work. We did not get home until 4:30 am. It costs us $80.00 to get to the bronx by cab because the person who should pick us up had to leave. We were not given an explanation why all this happen which I found to be very un-professional. I know the rules and should be compensated for all this agrevation. Ticket#[protected]

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6:55 pm EDT
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Caribbean Airlines requesting refund for a necessary flight change, but the flight was cancelled!

I, Dawnn Lewis (conf# W4XZO9) & my mother Joyce Lewis (conf# W8VIVD), on June 14. 2017, were scheduled to fly from Miami to Guyana on flgt 483. Our inbound flights into Miami was delayed, causing us to miss the Caribbean Airline connection. The tkt agent said she could rebook us on flgt 481 out of Ft Lauderdale at 6:30pm that evening, overnight in Pt of Spain, then connect to flgt 601 leavig at 6:10am arriving in Georgetown approx 7:30 am, but there would be $150.00 charge per tkt to do that. I paid the fee on my American Express card. We got a car to Ft Lauderdale and checked in, more than 2 hrs prior to departure. At approx 7:30pm we were informed that the flgt will likely e cancelled due to a mechanical problem, but asked to be patient while the technicians attempted to repair the issue, allowing the flgt to still depart. We finally got an update around 11pm that the flgt is definitely cancelled! We'd been sitting there for more than 7 hrs; then had to wait an additional hour while they retrieved our bags from the plane! The ticket agent, then booked us on a flgt leaving Miami the next day (June 15) to get us to Guyana - the same itinerary we had the previous day! We were given a voucher for a hotel room, then had to go to the additional expense of hiring another car to drive us back to Miami. At this point, and after an extremely frustrating and inconvenient experience, having had to spend what ended up to be unnecessary monies, for a flight that was cancelled - all due to no fault of my own, I am requesting that you immediately refund the amount of $299.48 to my American Express card. They will also be contacting you regarding this matter. If needed, I may be reached by email: [protected]@gmail.com.

I appreciate your immediate attention and resolution to this matter.
Dawnn Lewis

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Caribbean Airlines In-depth Review

Overview: Caribbean Airlines is a leading airline that offers a wide range of services to travelers. With a rich history and background, Caribbean Airlines has established itself as a reliable and trusted airline in the industry.

Flight Options: Caribbean Airlines serves a diverse range of destinations, both domestic and international. Whether you're looking to explore the Caribbean or travel further afield, Caribbean Airlines has you covered. The airline offers frequent flights to popular destinations, ensuring convenience for travelers.

Fleet: Caribbean Airlines boasts a modern and well-maintained fleet of aircraft. With a variety of aircraft types, passengers can expect a comfortable and safe journey. The average age of the fleet is kept low, ensuring reliability and efficiency.

Onboard Experience: Caribbean Airlines offers a range of cabin classes to suit every traveler's needs. From economy to business and first class, passengers can enjoy a comfortable and enjoyable journey. The seats are designed for maximum comfort and legroom, allowing passengers to relax during their flight. In-flight entertainment options are available to keep passengers entertained, and the meal and beverage services are of high quality.

Customer Service: Booking flights with Caribbean Airlines is a breeze, whether online or through their customer service. The customer service representatives are responsive and helpful, ensuring a smooth booking process. Inquiries, complaints, and requests are handled efficiently, ensuring customer satisfaction.

Baggage Policy: Caribbean Airlines has a generous baggage policy, allowing for both carry-on and checked baggage. Fees for excess or oversized baggage are clearly outlined, ensuring transparency. The airline also has policies in place for special items such as sports equipment and musical instruments.

Punctuality and Reliability: Caribbean Airlines prides itself on its punctuality and reliability. Flights are known for their on-time performance, ensuring that passengers reach their destinations as scheduled. In the event of unexpected situations such as weather disruptions, Caribbean Airlines handles them with professionalism and efficiency.

Safety and Security: Caribbean Airlines prioritizes the safety and security of its passengers. The airline complies with international safety standards and ensures that its pilots and crew members are well-trained and qualified. Stringent security measures are implemented to provide a secure travel experience.

Loyalty Program: Caribbean Airlines offers a loyalty program that rewards frequent flyers. With a range of benefits and rewards, passengers can easily earn and redeem loyalty points. The program is designed to enhance the travel experience and provide added value to loyal customers.

Pricing and Value: Caribbean Airlines offers competitive fares compared to other airlines. While there may be additional fees for baggage and seat selection, the overall value for money in terms of service quality and overall experience is commendable.

Reviews and Ratings: Customer reviews and ratings for Caribbean Airlines are generally positive. Passengers appreciate the airline's reliability, friendly customer service, and comfortable onboard experience. Some common areas for improvement include the availability of more flight options and improved in-flight entertainment. When compared to other airlines in the same region or category, Caribbean Airlines stands out for its exceptional service.

Conclusion: Overall, Caribbean Airlines delivers a commendable performance and offers a great travel experience. Whether you're a business or leisure traveler, Caribbean Airlines caters to your needs with its extensive flight options, comfortable cabins, and excellent customer service. While there is always room for improvement, Caribbean Airlines is a reliable choice for your travel needs in the Caribbean and beyond.

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Phone numbers

+1 (800) 744-2225 +1 (800) 523-5585 More phone numbers

Website

caribbean-airlines.com

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