ComplaintsforCaribbean Airlines
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Complaint Details
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Initial Complaint
08/07/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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
07/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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 response
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 response
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
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
07/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
Initial Complaint
06/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 10, 2024, I purchased a round-trip ticket with Caribbean Airlines (Booking Number: ******). My itinerary included a flight from ******** to ****************** (Flight Number: ** ***) on June 7, 2024, and a return flight from ****************** to ******** (Flight Number: BW 237) on June 10, 2024. These flights were part of a larger trip, with connecting flights on Air Canada bringing me from ******* to ******** and back.On June 4, 2024, just three days before my trip was to begin, Caribbean Airlines informed me via email and phone that my return flight (BW 237) on June 10 had been delayed until June 12, 2024. This delay would cause me to miss my connecting flight from ******** to ******* with Air Canada. I informed the representative that the delay was unacceptable, and he assured me that I would be refunded for the delayed return flight. Subsequently, I purchased a new flight on InterCaribbean Airlines to ensure I could return to ******** on June 10 and make my connecting flight.Upon my arrival in ******** on June 7, 2024, to board the flight to ******************, I was informed by a Caribbean Airlines representative at the counter (Agent: ****) that my entire round-trip booking had been canceled due to a pending refund. This cancellation was a complete surprise to me, as only the return flight was supposed to be refunded. The cancellation left me stranded, and I had to use my vacation funds to purchase a new ticket to ****************** (Booking Ref: ******), causing significant inconvenience and humiliation. This process took several hours, ruining my plans to explore ******** during my layover.Despite my attempts to resolve the issue with Caribbean Airlines, I was told there was nothing they could do. This is unacceptable, as the airline's error left me almost stranded and forced me to incur additional expenses. I would like Compensation for the new flights $287 USD, $309 which is pending & Additional compensation or credit for the lost opportunity to explore ********.Business response
07/08/2024
Dear valued customer,
Thank you for your patience whilst your claim was reviewed.
We realize the importance of good customer service and regret those instances when our response to our customers claims is not as they expected.Based on our investigations, a call was made to the *********************** on June 04th and consequently a formal request was submitted on June 06th for a refund. A follow up email was also sent to you on June 04th to confirm submission of the ticket for the refund. As a result of the requests made, your ticket was placed on the refund queue and processed accordingly.
It must be further explained as per the Conditions of Carriage which governs your ticket Schedules are subject to change without prior notice. Except as stated in the Conditions of Carriage, carrier assumes no responsibility for making connections. In light of this, we are unable to extend compensation as requested.
We thank you for choosing Caribbean Airlines as your preferred carrier and we look forward to other opportunities to provide you with a service to your entire satisfaction.
Sincerely,Customer response
07/08/2024
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:[Your Answer Here]
While I was aware of the delayed flight on Monday and we managed to rectify that situation, I was completely blindsided by the cancellation of my entire round trip without any prior notice. This lack of communication and transparency not only disrupted my travel plans but also caused considerable inconvenience as I had to purchase another ticket at my own expense.
It is disheartening to note that this crucial aspect of the issue seems to be overlooked. The lack of professionalism in handling this situation has set me back both financially and logistically. I believe it is important for you to understand the extent of the inconvenience caused and to take necessary measures to prevent such occurrences in the future.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
********************************************
Business response
07/30/2024
Dear valued customer,
Thank you for your patience whilst your claim was reviewed.
We realize the importance of good customer service and regret those instances when our response to our customers claims is not as they expected.
Based on our investigations, a call was made to the *********************** on June 04th and consequently a formal request was submitted on June 06th for a refund. A follow up email was also sent to you on June 04th to confirm submission of the ticket for the refund. As a result of the requests made, your ticket was placed on the refund queue and processed accordingly.
It must be further explained as per the Conditions of Carriage which governs your ticket Schedules are subject to change without prior notice. Except as stated in the Conditions of Carriage, carrier assumes no responsibility for making connections. In light of this, we are unable to extend compensation as requested.
We thank you for choosing Caribbean Airlines as your preferred carrier and we look forward to other opportunities to provide you with a service to your entire satisfaction.
Sincerely,Initial Complaint
06/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I PAID FOR A FLIGHT WITH CARIBBEAN AIRLINES AND THE FLIGHT WAS IN REGARDS TO ISSUES WITH THE ****** PLANE WHERE IT WAS HAVING ISSUED. I WAS PROMISED A REFUND AND NEVER RECEIVED IT.Initial Complaint
05/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My initial purchase with Caribbean Airlines began in 2021 of airline tickets. Due to the pandemic and illnesses the trip was postponed till 2023 when we decided to cancel the tickets and receive a refund. In October of 2023 I requested a refund from Caribbean Airlines about a purchase made for airline tickets. Finally in February of 2024 they said they settled the refund of the airline tickets by sending $695.74 to my account. However, the money never reached my account. I contacted my bank, but was unable to file a claim since there is no evidence of a transaction for Caribbean airlines in Feb 2024. The claim was denied since the last transaction I could make a claim for was in 2021. I contacted Caribbean airlines again and they sent me to a credit cards investigation department. I alerted them again that there is no evidence of a refund and they said I should contact my bank, I went back to the bank to an in person Branch and they still said there is no evidence of any refund transaction with the information given and the bank said I have to contact the business. However, the Business has continued to provide information that is either untrue or incorrect since there is still no evidence of a transaction on the banks side. The bank let me know that there should be some evidence of something if the money was in fact sent.Customer response
05/26/2024
Better Business Bureau:
At this time, I have not been contacted by Caribbean Airlines regarding complaint ID ********.
Sincerely,
*************************Initial Complaint
01/12/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On flight BW480 on Thursday 11th January 2023 from *** to *** my baggage was damaged and un usable. I an attaching a photo.Initial Complaint
01/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My flight was delayed as per attached letter for a very lengthy time. I was told this was because of an ongoing dispute between CAL and their crew members Inclusive of Pilots and Flight attendants. This was confirmed by on of the flight attendants on board. This is unacceptable and no form of compensation or explanation was given on the said date.Initial Complaint
01/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
So I canceled me and my moms flight to ******** ******* on September 2,2023 with Caribbean Airlines. I spoke to an agent on September 2,2023 and they canceled the trip and told me that I would get a refund for the taxes that I paid on the flight which should be roughly $215 for each person. The agent then sent me an email on September 2,2023 stating that the trip was canceled and my refund has been requested. The email also stated I would have to wait up to ***** days for my refund. I have called over five TIMES and asked for the status of my refund and every time Im given the run around.I still have not received my refund since September. I just want my refund back and Im disappointed that ********* airlines keep giving me the run around.Business response
01/15/2024
Good morning *************************,
Upon reviewing, we saw that your tickets have since been refunded by the issuing ************* on 10Jan24.
We appreciate your patience and understanding.
Regards,
*******************************
Caribbean Airlines **** Refunds DepartmentCustomer response
01/18/2024
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
11/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
A group of us paid for flights to Trinidad in March of 2023. Our flight was delayed 4 times on the way there, over 20 hours. Caribbean airlines said theyd reimburse $500. Lovely. On our flight back, it was delayed an entire day. Caribbean airlines said theyd reimburse another $500. Its been 6 months, weve exchanged dozens of emails, messages on social media, etc. they have not paid both claims and will not provide proof of payment. All four of us are having the same issue. 1/2 claims partially paid and the other on **** ears. If youre delayed with them, expect that theyve collected your money, wont reimburse you and dont care about their customers.Customer response
12/21/2023
Better Business Bureau:
At this time, I have not been contacted by Caribbean Airlines regarding complaint ID ********.
Sincerely,
***********************
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Contact Information
Concourse B, Terminal 4, JFK International Airport
Jamaica, NY 11430
Customer Complaints Summary
180 total complaints in the last 3 years.
20 complaints closed in the last 12 months.