Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/28/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 21st 2025, Caribbean Airlines destroyed my bag. I asked around to see who could assist, there was no one. A Customs Agent advised to go online and file a claim. On the 23rd of February I filed a claim while still in ********. Upon my return to ******* (March 9th), *** I was told that my suitcase wasn't secure and they couldn't assure me that the things inside of my suitcase would be secure. I had to now pay for a second suitcase (one that was secure) to protect my items while the destroyed suitcase was pretty much empty. I needed to take the suitcase back with me in the event they needed something from it from the claim.I got home on the 9th of March and was told that I had to wait a total of 3 weeks before hearing anything from Caribbean Airlines. On the 17th of March I sent an email to an email address found on their website because by now I didn't need to file a claim as one was already done.The very next day I received an response email from ***** *. requesting proof of my purchase and details surrounding my case. I sent everything (that I had ) within minutes and was never contacted again. No matter how many requests I've made for some sort of correspondence. It was not until the 27th of March that I had to tag them on a ************** to get some sort of resolution. The response was swift in my X/******* inbox. I was contacted by email, with an automated letter "approving me" of $114.38USD to repurchase a SwissGear suitcase via a link. NO mention of the additional monies I had to spend on the second bag I had to check due to their negligence. No mention of the conversion fee I had to pay with my bank. Just a dry $114.38. I was also ghosted when I asked how long it will take to receive the funds because I have a suitcase to purchase. I really try with my Caribbean people but this is the worst customer service I've gotten from an airline.

  Customer Answer

  Date: 04/24/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Caribbean Airlines regarding complaint ID ********.
  
  Sincerely,
  
  ******** *********-******
  

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 29, 2024 at 11:09 PM. I booked a round trip flight from ******* to ******************* for myself and my daughter. Leaving ******* on January 12 and retuning on January 19, 2025. I canceled the flight on Monday December 30. I requested a cancellation email, which I received on Monday 30, 2024 at 11:09 AM. In the email it said I would get a full refund and the amount would go back to the credit card used to purchase the tickets. I checked my credit card account an notice that I did not receive a refund. I called Caribbean Airlines on January 20, 25 and spoke to Khore, who informed me that the issue was refunded of $1,758.23 on January 10, 2025 and it could take up to 14 days to see it credited to my credit card account. She advised me to wait until the end of the week. On January 27, 2025, I called Caribbean Airlines and spoke to Thora, who confirmed the refund was issued on January 10. Thora then explained that Caribbean Airlines have issues crediting Discover accounts and that Discover credits don't go through successfully. Thora said she will email the refund officer to find out what is the issue and they will open an investigation. I received a phone call from Thora that the credit did not go throuhg and ***************** will wire transfer the money to me. I gave Thora my personal bank account information and then she informs me that it may take up to 6 weeks for me to get the refund. I would just like my Refund. I shouldn't have to wait this long to get my money back.

  Business Response

  Date: 02/07/2025

  A wire payment was issued on 01/28/2025 in settlement of the refund. Full refund of the amount paid was issued- CAD 2491.54.

   

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 10th 2024, my friend and I were scheduled for departure at ****************************. My friend was traveling on Caribbean Airlines. Upon checking in, we were told that there was a fee for the baggage. We then explained that there were no fees for the luggage while leaving the place of origin. So why was there a baggage fee to return. The agent at the counter just stood there in silence and did not provide a valid explanation for the charge. We then asked to speak to a manager and was sent to another ticket counter. At the other ticket counter, the manager said that it was the type of fare purchased. And again we explained, there was no charge for the luggage with the same fare purchased to leave the place of origin. The manager also had no further explanation as to why we were being charged for a baggage to return. We went ahead and paid the fee to avoid interruption. After filing a complaint with the airline, we were then told that the baggage excceded the weight limit. I was furious! At the time of check-in, we were never told that the bagggage exceeded the limit. And what made it worse, according to the complaint response, it was only over by 2kg. I then explained, that had we were informed at check-in, we would have removed the 2kg to avoid fees. I've emailed supervisors, managers and the CEO. And no one has replied to me to resolve this discriminatory behavior.

  Business Response

  Date: 01/17/2025

  Email : ****************************
  
  Dear *** ******************* ****** ******
  
  This is further to your correspondence via the Better Business Bureau.
  

  Thank you for your patience while we reviewed the information provided. After a review, we have confirmed that the fare purchased for *** ****** ****** fell under our Lite fare category, which allows for one personal bag and one carry-on bag with a maximum weight of 10kg but does not include any checked luggage.
  

  However, our records indicate that on the day of travel, *** ****** ****** checked in one bag, which unfortunately falls outside the allowance for the Lite fare and therefore incurs additional fees. As a result, the agent correctly applied the applicable fee for the checked baggage.
  

  We truly appreciate your understanding in this matter, and we hope this clarifies the situation we thank you once again for your continued patience and understanding.
  
  Sincerely,

   

  Customer Experience Department

  ********************** Limited. 

  
  

  Customer Answer

  Date: 01/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  Attached is a copy  of the tagged luggage from the place of origin. Purchased under the same round-trip lite fare and there was no charge for the luggage. So again why was there a charge to return and the ticket was purchased as a round trip flight? Also, as I've mentioned, had we been told at the ticket counter the reason for the luggage charge we would not have checked the luggage. Now, we are being told two different stories. The emails from the original complaint on the Caribbean Airlines website states the luggage was 2 kg overweight and now I'm being told it's was the type of fare purchased. Bottom line, we were not properly informed and should not have been charged for misinformation.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

  Business Response

  Date: 01/31/2025

  ***** ****** * ****************************** ***** ******* ** ******* **** ***** ** *** ****** ***** ************************************************************************************************************************ ******** *** ******** *********
  
  Thank you for getting back to me regarding this matter. Some of the information provided is incorrect, as far as *** ****** taking his luggage onboard. The luggage was checked free of charge from the place of origin to his final destination. Nevertheless, we greatly appreciate the voucher extended to use on future bookings. An email address for ****** ******. ***************************************
  
  Thanks,
  ******
  ***** ****** ***** ************************************************************************************************************************ ***** ********** ******* *** **** **** ** *** **************************** ****************************** *** ****** ******************* *************************************************************************************************************************************************** ******** *** ******** *********
  
  January 29, 2025
  
  
  Dear *** ******************** is further to your communication submitted to our CEO's office. Thank you for your patience whilst we reviewed this case.
  
  It should be reiterated that *** ****** purchased a LITE fare which allows for a passenger to take a bag onboard with them along with a personal bag at no fee. Hence, when *** ***** travelled on November 6, 2024, and took his bag onboard with him no fee was applicable. However, on his return on November 10, he opted to check-in his bag due to the contents, as you indicated in your previous communication to us. He was again traveling on a LITE fare which does not allow for checked baggage and thus the 1st bag fee applied as he was no longer taking the bag onboard with him as carry on. His LITE fare would have only allowed him to take his bag free of charge if he took it with him in the cabin of the aircraft.
  
  Whilst *** ****** was correctly charged, on this occasion we will extend to him a transportation voucher valued USD35 in line with the fee paid for his checked bag, on an ex-gratia basis in full and final settlement. Transportation vouchers can be used toward the fare when purchasing a ticket on Caribbean Airlines Limited. They are valid for one year and cannot be transferred or redeemed for cash. They are electronic documents which can be utilized via phone with our Reservations Sales and ************** or at any Caribbean Airlines ticket office. Please provide an email address for *** ****** in order that we may send his voucher to him directly.  
  
  We trust that we have explained this matter sufficiently and do have your understanding. Thank you for choosing the services of Caribbean Airlines Limited as we look forward to welcoming you both onboard again in the future.
  
  Sincerely,
  
  
  
  Customer Experience Department. 

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  
   
  
  

• Initial Complaint

  Date:12/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 18 I booked a return flight to ****** Through Cheapoair with Caribbean Airline While booking all heading showed. Full refund within 24 hours for cancellation. I cancelled on Nov 19 within 24 hours. ********* send me a link to cancel the ticket. However there are a few stipulations. I have to book another flight within 24 hours, and it have to be through them with $100 additional fee. There will be no refund only credit from the airline. I tried to to use the credit that I could only use through Cheapoair. They were not able to find me any flight for this amount from Nov ******* to Nov ******. The ones they offered me required me to add at least another $250 plus $100 for them.All along whilst searching and booking flights they advertise free and full refund for cancellation within 24 hours.

  Customer Answer

  Date: 01/03/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Caribbean Airlines has been resolvedT

  (By clicking "OK", your complaint will be closed as ****************************************************** asked the business for a review ,They did and agreed to resolve the matter with afull refund on 01/02/2024
  Sincerely,
  **** ******

• Initial Complaint

  Date:10/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against regarding a travel credit dispute related to booking reference 4PGH6V. The ticket was initially purchased for my elderly aunt, *** ****** ****, who was scheduled to travel to ******* for a four-month vacation. Due to health reasons, she was unable to travel as planned, and the ticket had to be placed on hold.The original travel dates were from December 2023 to April 2024. In December 2023, I contacted Caribbean Airlines to delay the trip, and a representative informed me that I could place the ticket on hold, with a year to use the credit before it expired. I agreed to this arrangement under the understanding that I had a full year to use the credit.However, when I attempted to rebook the flight in October 2024 for the new travel dates of December 2024 to April 2025, I encountered issues. On October 18, 2024, I called customer service and spoke with a representative named ******. who informed me that the credit could only be applied in partsspecifically, the tax portion could only be used for taxes, and the base fare could only be applied to the base fare of a new flight. I explained that this was not disclosed when the ticket was placed on hold, nor was I given any correspondence outlining these restrictions. In a previous conversation with another representative named ******* I was told I had agreed to these terms, which was incorrect.I expressed my belief that a credit should function like cash, applied to the total cost of the flight, not separated into base fare and tax portions. This division was never communicated to me and feels unfair and misleading. When I requested a refund, citing the lack of transparency, it was denied.I do not feel comfortable or confident that the airline will apply the full credit of $587.30 as promised. I feel as though they are attempting to restrict the use of the credit and, effectively, to steal my money.Please see attachment for full details.

  Business Response

  Date: 11/05/2024

  **** ** *** ************** ******* ******* ***** * *** **** ** **** ***
  
  ******************************** **** ********************************************
  Thank you for correspondence.
  
  
  Based on our review the below email was sent to the email address on the booking. Please see below for your review and we guide you to please contact the *********************** for any further assistance with your booking. It must be explained that customers are required to pay a date change fee when rebooking as well as pay any difference in fare which may be applicable when rebooking. We do appreciate your understanding in this regard.
  
  
  Good afternoon ********* *****, 
  
  We do apologize for the any inconvience caused. Pleaase note that you can rebook your Aunt's ticket for travel December 2024- April *************************************************** before the 23rd of December 2024 (which is the ticket expiry date).
  
  A change fee of USD75.00 as well as a ticket difference may be applicable when rebooking. Please contact our ******************* for further assistance with rebboking.
  
  Our Reservation Sales and ************** can be contacted at any of the below listed telephone numbers,
    
   ********************************************************************************************************************************************;
    
   RESERVATIONS SALES AND SERVICE CALL CENTRE HOURS OF OPERATION 7:00 a.m. 8:00 ***********************************************************  
   Thank you for your understanding and co-operation.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******  ******** ********** *******  ********************** *** *********** ************************************** **** ************************ **** **************
  

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you for following up on my complaint regarding Caribbean Airlines. I am writing to inform you that the business’s response does not satisfactorily address the concerns I raised in my initial complaint.
  
  1.
  Lack of Disclosure on Fees: When I initially requested that the ticket be placed on hold, I was not informed that rebooking would incur a date change fee of $75.00 or that any fare difference might apply. Caribbean Airlines did not provide any written correspondence or communication outlining these terms at the time of placing the ticket on hold. It was only after several follow-ups that these additional fees and restrictions were disclosed.
  2.
  Inconsistent Application of Credit Policy: Caribbean Airlines’ website indicates that credits for future flights are available immediately and that all fees are waived for customers who choose to apply the credit to a new flight. I highlighted this policy to the airline and requested that it be honored, yet their response has not addressed this discrepancy.
  3.
  Unsuccessful Attempts to Resolve Directly with Caribbean Airlines: I have made multiple attempts to clarify and resolve these issues directly with Caribbean Airlines, as indicated in the email thread provided in their response. I have even escalated this matter to the U.S. Department of Transportation due to my concerns with their business practices, which I find restrictive and misleading.
  
  Additionally, I request that Caribbean Airlines direct all responses to my email address, [email protected], rather than the email address on the reservation. They are welcome to send responses to both emails, but the primary communication should be directed to my address to ensure timely receipt and follow-up.
  
  Given the airline’s failure to address the main issues in my complaint, including the lack of initial disclosure of the fees and terms and their inconsistency with the stated credit policy, I do not find their response to be a satisfactory resolution. Therefore, I request a full refund of the original ticket purchase amount, $587.30, as I cannot in good faith proceed with Caribbean Airlines given my experience.
  
  Thank you for your assistance in helping to resolve this matter.
  
  Best regards,
  ********* **

  
  Sincerely,
  
  ********* *****  
  
  
  
   
  

  Business Response

  Date: 11/18/2024

  Good day BBB,

  The reservation in question was booked via Caribbean Airlines website, hence the person had to agree to the terms and conditions before proceeding with payment. When ** ***** called on the 26th January 2024 to place the booking on hold, she was advised of the ticket validity to rebook before 23rd December 2024 and the fare rules of rebooking which is a date change penalty fee of USD75 and any difference in fare. (available in the terms and conditions section when booking online). She later called back on 05th October 2024, and unfortunately was advised she had to travel before 23rd December 2024 which she did not agree. Her last call was the 18th October 2024, where she enquired to change her round-trip ticket to a one way, based on said ticketing conditions, the difference in fare was applicable which she did not want to pay and requested a full refund. 

  ** *****'s aunt's ticket is not fully refundable and carries a 50 % refund fee, therefore we cannot authorize a full refund. ** ***** has since been communicated to via email on 28th October 2024, (**************************), advising that her ticket must be reissued before it's expiration date of 23rd December 2024, and she can travel in 2025. That said email will be sent to her via ********************  

   

  Regards

  *********

  Caribbean Airlines Reservations

  Customer Answer

  Date: 11/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Dear BBB Complaints Team,
   
  Thank you for following up on my complaint regarding Caribbean Airlines. I am writing to explain why the airline’s response does not fully address or resolve the issues I initially raised.
   
  First, I did not receive an automated notification from the BBB indicating that Caribbean Airlines had responded to my complaint. The only indication of a response was the email from ******* ******* at Caribbean Airlines, which I subsequently replied to, addressing specific issues with the airline’s credit policy.
   
  In my follow-up, I clarified that Caribbean Airlines’ credit policy, as stated on their website, should allow the credit to be applied without any fees or restrictions. However, they have not honored this policy as promised. The airline has yet to acknowledge or address my concerns about the misleading information provided initially and the lack of written documentation outlining any restrictions on the credit.
   
  Furthermore, the resolution they offered is inadequate, as it does not address the core issues I raised in my complaint, namely, the breakdown of the credit into base fare and tax portions and the inability to use the credit freely as originally stated.
   
  Thank you for your assistance and attention to these ongoing issues. I hope this information clarifies why I believe my complaint remains unresolved.
   
  Sincerely,
  ********* *****

  
  Sincerely,
  
  ********* *****
  
  
  
  
   
  

• Initial Complaint

  Date:10/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Flight Cancellation and ************ Dear Caribbean Airline Customer Service,Flight: ******* (YYZ) to ******** (KIN)Flight number: **** Booking ref : ****** Caribbean Airlines 78 Ticket # ************* I am writing to express my deep dissatisfaction with the recent experience I had with Caribbean Airline. My family and I were scheduled to fly on October 6th, only to be informed that our flight was canceled the night before at 11pm and rescheduled for October 7th. Our trip had been planned for approximately one year, highly anticipated. This delay not only caused significant disruption to our travel plans but also led to the loss of two days from our scheduled vacation. In all our flight had been delayed more than 9-10 hours.The lack of communication from your airline compounded the frustration, as there was no proactive outreach or adequate explanation for the cancellation. Additionally, your customer service was unresponsive, which left us feeling unsupported during an already stressful time. Due to this delay, we lost thousands of dollars on a trip that was planned and paid for well in advance.I am deeply disappointed with the way Caribbean Airline handled this situation. I would appreciate a response that outlines how you intend to address the inconvenience and the financial impact this has had on us.Thank you for your attention to this matter.Sincerely,******* ****

  Business Response

  Date: 10/18/2024

  REF.NO.**********
  
  
  October 18,2024
  
  
  *** ***** ******** & *************************************** valued customers,
  
  
  This is further to your correspondence relative to the cancellation of ***** October 06,2024.
  
  Be assured that Caribbean Airlines recognizes the importance of adhering to our schedules. However, we are sure you realize that in the process of operating scheduled services over many different route segments there are many factors which may interrupt routine performance plans.
  
  In line with Air Passenger Protection Regulations, as outlined by the ******************************, for delay longer than nine (9) hours, we extend to you compensation valued at CAD500.00 each in full and final settlement of your claim. This will be paid to you via direct deposit, and we ask if you can please provide your banking  by clicking here
  
   We thank you for your patience and understanding.  Your patronage is of great importance to us, and it is our hope that we may be of service to you again soon. 
  
  Yours Sincerely,

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket from Caribbean Airlines on July 7, 2023 from *** - *** to ********** - ******, which was valid for one year. Upon calling to schedule usage of said ticket, I was told that the ticket was used for travel. I have not traveled anywhere in or outside of the ** in at least 7 months. I have been in contact with the airline for the past few months, made several phone calls, spoken with several different agents, sent emails, to no avail. I have requested a refund from the airline due to whatever fraudulent activity that was done, using my information. I'm unable to get a resolution to this issue, so I am seeking some assistance.

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 2, 2024 at 6:33pm I received an email from Caribbean Airlines stating that my flight (BW552) from ************* ******** to *************************** was cancelled for July 3, 2024. I had just arrived in ************* that evening only securing 1 night of accommodations as my arrival to POS was strictly for my overnight layover. I only had accommodations for 1 night. When I contacted Caribbean Airlines that evening to inquire about what was happening and when my flight would depart I was told they did not have any answers at the moment and to keep calling customer service the following day. The original date of travel to *****************. When I called to inquire on how I would be reimbursed for additional night(s) accommodations until they sort the issue out I was told they would NOT provide hotel accommodations nor reimbursements for stay, meals, or any additional expenses incurred due to their cancellation. This was very shocking and disappointing as these are my rights as a passenger on a major airline when a flight is cancelled by an airlines. Caribbean Airlines did not care. The following day I called repeatedly throughout the day trying to find answers and seek alternatives for travel. I was told by several Caribbean Airlines representatives that there were no flights landing in ***************** that day July 3, 2024 which was 100% false. There was an American Airlines flight leaving from ***** to *************************** that landed safely that day as well as an InterCaribbean Airlines flight departing from ******** to *************************** that day that also landed safely. I hold Caribbean liable and I am requesting reimbursement for the costs incurred due to their flight cancellation which includes cost for an additional night stay in ************* ******** ($135 USD) on July 3, 2024 and for costs incurred for meals and travel to obtain said meals ($28.59 USD). Please find receipts/proof of expenses attached.

  Business Response

  Date: 07/30/2024

  ********** ******* ****** ******************  **** ***********************
  
  This is further to your correspondence relative to your travel with Caribbean Airlines. Please accept our apologies for the delay of our service BW552 on July 03, 2024.
  

  Be assured that the on-time departures of our flights are of the utmost importance, and we genuinely regret those instances when we are unable to offer a flawless service. However, we are sure you realize that in the process of operating scheduled services over many different route segments each day, occasional mechanical, weather and other interruptions to routine performance plans do occur
  

  For this reason, the airlines Conditions of Contract outlines the following Times shown in 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.
  

  In this particular case, due to passage of Hurricane ***** we were required to delay the flight's departure. When a flights operation is impacted due to force majeure such as weather or other circumstances beyond the airlines control compensation is not given in these instances and we do hope to have your understanding.
  

  However, our records indicate you were rebooked for travel on July 04, 2024, ****** Port of ***** to ******************, which is now completed and while we recognize your predicament especially in reaching your destination later than expected and in this regard, we regret the inconvenience experienced.
  

  **********************, we thank you for communicating with us and for giving us the opportunity for explanation and response. It is our hope that your next travel experience is trouble free in every aspect.
  
  
  Sincerely,

   

  *********************************

  Customer Experience Officer 

  ********************** Limited

  Customer Answer

  Date: 08/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The US Department of Transportation issued a policy as of April 2024, stating that if an airline cancels a flight for any reason the passenger is entitled to a refund and complimentary hotel accommodation, complimentary transportation and meal vouchers. Where is my refund? Where are the meal vouchers or meal reimbursement that Im owed? 

   The information from the *** is in the link below. 
  
  
  *******************************************************************************
  
  
  
  *********************************************************************************************************************************
  
  
  
  The flight BW552 was cancelled. See email from Caribbean airlines attached sent on July 2, 2024. As of 9am the following day, July 3, when I reached out to Caribbean Airlines customer service continuously throughout the morning and afternoon there was no substitute flight available. There was a significant delay of more than 24 hours when the flight was finally rescheduled. I was told the flight was cancelled due to the airport being closed which was false. According to the US *** policy I am owed a refund.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  The airline states my travel was not in the **, however my original leg and final destinations were from the ** to CUR then CUR to ***. The airline has record of this. Im not a resident of ******, ******************, nor ********. I departed from *** and returned to ***. The airline has also failed to address reimbursement for meals and travel accommodations which are owed. There was another traveler on the same flight that was cancelled from POS to *** on July 2 that received hotel accommodations from Caribbean Airlines the additional nights. Based on the responses provided and factual information from another passenger It is clear this airline is not providing reasonable or fair resolutions to ALL customers. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Business Response

  Date: 08/23/2024

  Dear **********************

   

  Thank you for your patience whilst we reviewed your claim with us.
  
  We realize the importance of good customer service and regret those instances when our response to our customers claims are not as they expected.
  
  Your file has been reviewed and while we understand your disappointment, our position as stated must remain unchanged.
  
  We thank you for choosing Caribbean Airlines as your preferred carrier and we look forward to other opportunities to provide you with service to your entire satisfaction.
  
  Sincerely,

  Customer Experience Department 

  Caribbean Airlines Limited. 

  
  

• Initial Complaint

  Date:07/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 1st we received an email from Caribbean airline that our flight ***** is cancelled at 2:03pm then we received a call at 9:30pm on july 1st, that the flight is now operational on and we should go the airport at 2:30am. A follow up email was also sent confirming this. We checked out of our hotel at 2:00am got to the airport and at 2:30am to find it closed with no flights or staff, security advised us that there is no one at the airport. For this reason we missed our connecting flight from POS to LAX via American Airline. We had to rearrange our entire itenarary again and our connecting flight was only available on July 6th resulting us to book a further 4 nights in ********. This mistake by Caribbean airline has caused us stress and excessive financial loses as we had to yet again change and pay for new American Airline flights,as our original flights were sold, also boarding & lodging. At this time we are requesting to refund us for all damages incurred due to Caribbean Airline fault.Air fare - $2712.00, Hotel charges $1838.00, $50/per person per day for 4 days $200 per person for basic meal allowance and full refund for the return part of out flights from ******** to POS via Caribbean airlines. The excuse given to us via phone was that refunds are not allowed on our ticket type is not right because of the mis information by Caribbean airline.All expense receipts are available upon request

  Business Response

  Date: 07/11/2024

  ***************** **** *******
  
  
  *************************** 
  
  
  Dear *** ***************************** is further to your correspondence relative to your travel with Caribbean Airlines. Please accept our apologies for the disruption of our services on July 02,2024.
  
  Be assured that the on-time departures of our flights are of the utmost importance, and we genuinely regret those instances when we are unable to offer a flawless service. However, we are sure you realize that in the process of operating scheduled services over many different routes segments each day, occasional mechanical, weather and other interruptions to routine performance plans do occur.
  
  For this reason, the airlines Conditions of Contract outlines the following Times shown in 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. Based on our investigations, attempts were made to contact you via telephone and a voice mail as well as an email was sent to your attention.
  
  In this particular case, ***** was cancelled as a result of the passing of Hurrican *****. When a flights operation is impacted due to force majeure such as weather or other circumstances beyond the airlines control compensation is not given in these instances.   
  
  However, while we have outlined the above do recognize your predicament especially in reaching your destination later than expected and in this regard, we extend our sincere apologies for the inconvenience experienced.
  
  *** ****, we thank you for communicating with us and for giving us the opportunity for explanation and response. It is our hope that your next travel experience is trouble free in every aspect.
  
  
  Sincerely,

  Customer Answer

  Date: 07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  they are responsible for the financial loses incurred due to their mistake, giving us incorrect information and then not taking care of us when needed. I need to hear back from their customer service supervisor and also need to talk to someone in charge in ****

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

  Business Response

  Date: 08/21/2024

  Dear *** ***************** you for your correspondence.

  As requested, please find the attached with the highlighted area showing the time stamp the email was sent to you.

  Thank you for your patience and understanding during this time.

   

  Sincerely,

  Customer Experience Department

  Customer Answer

  Date: 08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  For a 5:00am flight on July 2nd you sent me an email at 2:42am on July 2nd when I was already at the airport? I need refund for all 4 tickets, which we were not able to use it due to Caribbean airline fault.

  This issue is not resolved until the refund is processed for all 4 tickets.

   

  Thanks

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

• Initial Complaint

  Date:07/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,On 02/03/2023 I bought a round trip Caribbean Airlines ticket from *************, *** to **********, ******. The ticket number is E-ticket number: **************:Booking reference:?****** My original travel dates were from 12/01/2023 to 01/14/2024. However, I had a change of plan and could not come back to the *** as planned on 01/14/2024. I decided to return to the *** on 03/06/2024 with jetblue airlines. I called caribbean airline ahead of time to let them know and they assured me that they would refund me the return ticket difference. They said it was okay and that all I needed to do was to send them a copy of my passport biographic page and my ticket details to receive the refund. I sent all the information they requested since January 17th and the 25th, 2024 (see proof attached) and I have not received my refund. I have called them several times to find out about my refund and they keep saying they will process it. I have not received my refund to date. Now when I call them, they are not answering the phone. I would like to have my refund. Thank you for your assistance.

  Business Response

  Date: 07/10/2024

  Dear ***********************,
  
  Please see info below that confirms that we have finalized your refund request in the following settlement amount. Be guided that you can provide the *** (Acquirer Reference Number) to your bank to trace the transaction.
  
  Thank you for your understanding.
  *** *********************** *********** ***** *** *** *** **** ********** ***** *** *** *** **** *********** ******* ******* *** ********** ******* ******* *** ************************ ******* ***** **** ******* ****** ***** ******* **** ******** ************************

   

  Regards,

  *******************************

  Caribbean Airlines ****Refunds Department