ComplaintsforCheapCaribbean.com, Incorporated

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Feb 15, 2023 I purchased a trip to Punta Cana for two people. The price of $3,368.90 was for a 7 day and 6 night trip. During the course of this reservation the airline changed our flights 9 times. The airline refunded my entire trip and refunded Cheap Caribbean on May 20th, 2023. I have spent over 10 hours on the phone with Cheap Caribbean trying to get my trip refunded. I was issued a PARTIAL travel credit on May 22nd for my trip which was not correct in the amount of $2,733.90. I immediately called Cheap Caribbean and they ASSURED me that this was temporary and a computer generated email. Not to worry all notes and calls have been documented and because this was INVOLUTARY I would get my money. They even gave me the amount they will refund each credit card which was a full refund. Once again I call another day I'm told by another agent that I would be getting a FULL refund on both my credit cards within 7-10 days because this was an INVOLULATRY CHANGE. Well another 6 hours on the phone they are still telling me that I will have my money no later that Thursday, June 1st. That didn't happen. I get the same sob story everyday, today June 5th, 2023, I have to be put on hold for a long time to review all the notes and calls and an hour later same story....WE FILLED OUT A FORM, WE ESCELATED THIS, AND YOU WILL GET A REFUND IN 7-10 days. Cheap Caribbean has all my money while I pay interest on credit cards and they have been refunded everything. I want my money NOW!!!! I will never book with them again and BUYER BEWARE!!!!!!!!!!!

• Initial Complaint

  05/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On december 29th 2022,my wife and I purchased a trip to mexico on Cheapcaribbean for 5 nights and 6 days starting on april 18th,2023 and ending on the 23d.Hotel and air fare for $2466.57 from Atlanta,Ga to Cancun ,Mex.On the 18th we arrived at the airport in Atlanta around 7:00am for a9:47 am departure and we were denied boarding,because there was a problem with the credit card wich was used to pay for the tickets.We had paid for this package on december,so we tried calling Cheapcaribbean to no avail,thank god we found a way to get to our destination in Mexico some other way once in Mexico we talked to Cheapcaribbean for 2 day and they assured us everything was corrected,on the 23d on our returned flight from Mexico again we were denied boarding.We have tried to get Cheapcaribbean to refund our money for the whole airfare and they keep on telling us that they are investigating.We like our money back as we paid them for the whole package,as we didnot dealt with the airline directly.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Cancer diagnosis April 25 Emergency Surgery April 28 Spoke to representative on phone everyday from April 28 until May 4 when she requested full refund for May 30 cancelled trip due to cancer diagnosis Representative took info assured another dept would handle - email was sent out May 4 a representative spoke on my behalf to their post travel dept who then confirmed they received my medical records and documents that they requested May 9 I checked status to be told they could not upload what their representative sent and asked me to send again May 9 I sent 18 documents to representatives May 15 I checked status and was told they need to reach out to vendors (was told before they reached out to vendors ) The first representative stopped responding May 9 who wrote initial email May 18 no one will respond to emails, no update was given , unable to obtain update via phone to customer support PLEASE HELP ME

• Initial Complaint

  05/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My husband and I purchased a vacation to Negril, Jamaica (Westmoreland Parrish) from 5/30 - 6/7/2023. We received word yesterday via the government travel website that travel advisory levels have increased, so I called to cancel the trip and reschedule at a later date. Upon calling, the gentleman I spoke to told me that I was outside of my cancellation window and that there was nothing he could do. So I could choose to lose 6k or go on my potentially dangerous vacation to Negril. I was willing to change destinations or get a credit on my account to book at a later date, but he is telling me neither of those choices are viable. I also would’ve expected them to email me to let me know if the travel threat level going up so we could make a decision based on that. The threat level went up 5/10/23 and we had to hear from friends that it was not safe to travel there.

• Initial Complaint

  05/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a travel package through Cheap Caribbean.com for airline, hotel and transportation for me and my wife. We were suppose to fly ******** Airlines from Orlando, FL to Jamaica, Montego Bay vis versa on the return. We were scheduled to leave on May 01, 2023 and return on May 08, 2023. I paid the remainder of the trip on April 05, 2023 and received an itinerary and vacay confirmation showing these flights with ******** Airlines. Also, I purchased my baggage with ******** on April 25, 2023 using the confirmation number from ******** Airlines $512 (******). We arrived at Orlando Airport at approximately 11:30am and received information from ******** Airlines that the flights to and from Jamaica had been cancelled back in February 2023. We asked the airline if there was anything they could do to help and they responded with no help. So while we were at the airport we contacted Cheap Caribbean by phone an talked to one of there representatives. With him on the phone there system did show the flights had been cancelled, he apologized and explained if it did not work out to request a refund and because of the circumstances alot of times the waive the fees. However, he told us of a flight with ******** Airlines to Jamaica $400 more per person, however when we arrived at ******** Airlines they had no such flight. So after returning home with no avail on getting to Jamaica I called Cheap Carribean a refund and cancellation for my booking with them (*******). I received emails asking for what credit card I wanted it returned to and amounts from Cheap Caribbean. However, when it was all over I might receive $2014.57 in the form of a travel voucher. The total cost of the trip I paid was $2524.91. We have lost money also from paying for airport parking, tolls and gas, plus because we are self employed one week of work. I have requested full refund because we paid for a trip we did not receive with no fault to ourselves.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  i purchased a vacation with credit protection for two people under my credit card and was told that i would get full credit for the two people that i could use full amount when i spoke with customer service representative and supervisor on 4/11/23 and that all i needed to do is to call and personally schedule the travel through the phone which i attempted to do on 4/16/23 twice and spent over one hour each time. today on 4/17/23 i spent over  170 minutes on the phone with a customer service agent who refused to transfer me to the supervisor after i asked to speak with someone over 8 times and mailed my credit card statement with my name and information paid they then sent it to accounting and said they would get back to me but still no response . i just want full adjustment to be credited to me and be able to use my vacation credit for the full amount i paid of $2334.89

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I booked a family suite for myself and 13 other people through Cheap *********. When we arrived at the destination hotel, the rooms we booked were unavailable. Due to the children in this group, the family suite was a necessity for safety reasons. I have contacted cheap ********* countless times over the last month. They continue to report that they are awaiting an investigation with the hotel. Given that the hotel never serviced us when we were present, I am not surprised they are not responding now. I do, however, want some resolution to this issue.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went through Cheapcarribean and when booking a package deal for an upcoming trip the website gave me an airport that is 4 hours away from the resort in which I am staying in. After booking I then realized that the airport is so far and that I would have to take other means to get to the resort of my choice. When calling cheap ********* they explained that I would have to pay $300 each a total of $600 in order to cancel and I would only be getting a credit. How is this lawful! How do you not let people know that your package will have you flying into an airport 4 hours away.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 2/28/23 I booked a trip to ******* for 2 adults 1 child. I was quoted ********. on 3/5 my friend called to add herself to my reservation. She believed she was also getting her own room. on 3/7 when my friend sent me her confirmation, I noticed she was added to my room. I contacted the company, they were unable to assist and escalated my issue to a higher level as they claimed to have listened to her call and claimed she never stated she wanted her own room, which I don't believe. on 3/16, I contacted the company regarding the matter and was quoted a new price of ******** making my friends cost ******* (this is what THEY told me) and my new cost ********. I contacted the company again to see why my trip went up ****** when there were no changes made to my room or flights besides removing my friend. I understand her expenses would increase for adding a single room but my original reservation should not have increased so much. customer service was unable to assist me and escalated the issue again. on 3/21, I still had not heard anything and called, I was told that my issue was still being reviewed and I had to wait up to 7 business days from 3/16. on 3/30, 10 business days after my original call, I called again and was told I had to wait for an email as my issue was still being worked on. as of today 4/3/23, 12 business days, I have yet to receive an email regarding this matter. Their customer service is deplorable, many of the representatives have trouble navigating the English language and you are never allowed to speak with a supervisor, they send a message to "level 2" and then you have to wait for an emailed response. even when I priced the vacation outside of the website, the trip total is LESS than the ******** they are claiming for 2 adults and 1 child. they should not be allowed to overcharge customers and then not provide any written explanation for the new increased charges. my trip is shortly approaching, and I want this resolved and pay the original price.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a trip to Tullum, Mexico on 9/28/2022. My confirmation # is ********. Due to the unrest in Mexico at this time, I decided to change plans and travel to ***** ***** ******* Resort in Montego Bay, Jamaica. I reached out to Cheap Caribbean on 3/16/23 and spoke with ****** ******. ****** begin to make the appropriate changes to the trip itinerary. Upon completion, I was informed there is some type of technical issue that prevents *** ****** to save changes to proceed with the rebooking process. He informed me that I would receive a return call the next day. NO CALL RECEIVED. On 3/19/23, I spoke with ******* ******. *** ****** indicated AN ERROR still remains on my reservation. He was unable to open the reservation because of this. As a result he completed a Resolution Issue Form with ID # ******. I was informed to follow up the next day to see if there has been any progression. On 3/20/23, I connected with ******. I was informed there continues to be a SYSTEM ERROR. He was unable to look into my reservation and created another Resolution Issue Form with ID # ******. I have requested to speak with a supervisor on 3/16, 3/19 and 3/20/23. I have held on the phone for hours at a time. I STILL HAVE NOT SPOKEN WITH A SUPERVISOR TO DATE. I simply want my trip rebooked to Jamaica. The time clock is ticking - the cost of flights and resorts are going up daily. I keep getting the run around as it relates to this trip.

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