ComplaintsforCheapCaribbean.com, Incorporated

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a vacation package from cheapcaribbean.com for $2839.22 for my family of three that included flights with ******** Airlines. Reservation number: ********. On our departure date of Thursday December 22, 2022, we were waiting to board with our boarding passes in hand when ******** Airlines cancelled the flight. I have attached to this complaint our three boarding passes as evidence. ******** Airlines then informed us that they could not get us to our destination of Cancun until Sunday December 25, 2022. This would be impossible for us because we were due to return on December 25th 2022. So, at this point it was impossible to utilize any of the vacation package due to ******** cancelling the flight. On December 25th 2022, ******** Airlines notified me that they had refunded the airline portion of the trip back to cheapcaribbean.com which was $1478.97. I have attached a screen shot of ******** Airlines refund notification as evidence. Despite reaching out to cheapcaribbean.com numerous times, (the last time was on February 9th) they keep saying that they still have not received the airlines refund yet and are refusing to refund me for the trip despite the fact that in this case I am protected by the Airline Passenger Bill of Rights. I have documented every date of my calls with cheapcaribbean.com along with the names of whom I spoke with and what they said. I can immediately produce this if necessary.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a flight with cheap Caribbean Airline in 2020 they then canceled my reservations including my flights and due to ongoing issues with covid-19 they told me they would issue me a full refund refund was never issued I contacted them multiple times the informed me they would keep my money that I paid over $2,000 on account now they're telling me that that money on my account is expired and they cannot refund me my money or book me a new vacation with the money they refuse to return to me I really need help with this

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband and I purchased a vacation through this company along with the insurance they offer. While on vacation we needed to come home early due to a family member having a medical emergency. They did not help us get a flight home we had to book 1 on our own, they also did not help us get a transfer back to the airport we had to pay for a taxi and now they are requesting medical records for the family member having the emergency for us to get any money back. We are not able to get the records so they are unwilling to help us. Why offer insurance if all they are going to do is make their customers jump threw hoops to file a claim. We would like the $100.00 for the taxi, $988.00 back for the airfare back home, $192.00 for a hotel due to a layover we had on the way home and a portion of the $3700.00 we had for the hotel and airfare to and from for our vacation. The worst company to book a vacation through I have ever seen.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On November 25 2022, I purchased a vacation package from CheapCaribbean.com. It was a hotel room at *********************** in Cancun Mexico for 2 people (1 room). I also purchased Travel Protection Plus. It states on their website "By purchasing our Standard Travel Protection Plus, travelers can relax and have confidence in their vacation purchase. If needed, travelers can cancel their trip for any reason. Simply call us at any time prior to departure to cancel and receive a refund in the form of a travel credit, minus the cost of the Standard Travel Protection Plus." My confirmation number was ********. The trip duration was from 2/9/23 to 2/13/23. On 2/5/23, I called customer service at Cheap Caribbean and explained that I needed to cancel the trip for one of the two travelers. I was told they were processing the request and even received a confirmation email on 2/6/23 stating "You are receiving this email as confirmation that your hotel request Cancelling Pax - for booking ******** has been received and is in process. Please monitor your email for further information related to the request." I never received a follow up email so I called again on 2/8/23. I was told by multiple representatives that it was too late to get my travel credit and there was nothing that could be done. I was denied the request to speak to a manger as well. I followed up via email and my email was ignored. I do not understand how it could have been "too late" to get my credit back when it clearly states on the website that you can cancel at any time. Any help with this matter would be greatly appreciated.

• Initial Complaint

  02/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I would like my purchase to be refunded to the original form of payment and I have been in contact with cheap carribean by email as well as telephone however, I have yet to receive a resolution and would like the better business bureau to step in as this is a lot of money and I have cancelled with cheap carribean in a sufficient amount of time the trip was scheduled for the end of September. I booked my trip on December 31, 2022 and due to conflict with my job I had to cancel the trip now cheap carribean is giving me the run around with the refund and I would like my money refunded to original form of payment as I spent 4700.00 dollars.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a trip with Cheap Caribbean in March 2022 for a December 2022 vacation. 24 hours before my scheduled flight, I went to check in and kept receiving an error. Upon contacting the airline (********) I was told my flight was cancelled. I never received any type of notification of this cancellation from ******** and when contacting Cheap Caribbean they informed me everything was "fine and on schedule" despite the airline informing me otherwise. I requested a full refund from the airline and booked my own flight separately since Cheap Caribbean showed that all was fine and would not help me find another flight. ******** ******** immediately issued a refund to Cheap Caribbean and they received it on 12/21/2022. I have contact Cheap Caribbean multiple times, and was informed that my refund was approved for the airfare on 1/1 and I would receive it in "one billing cycle". I still have not received my refund and have reached out multiple times to inquire on a status. I am only told to "wait" "be more patient", etc. No one can give me any information on WHY the refund is not coming through. Cheap Caribbean representatives all inform me the refund is approved and will be issued to the credit card I paid with and yet, no funds are ever received. No one will connect me to a supervisor and I am tired of being told to be patient when they have had those funds since December 21, 2022. I am not even touching on the fact that they were of no assistance when my flight was cancelled originally and made no attempt to contact me about it.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I booked a vacation trip for myself and five other people to Cancun Mexico for 12/23/2022 to 12/27/2022.It was all inclusive with the flights and hotel included. Myself and son were on another reservation and made it to the destination after our flights were cancelled twice before. My children on this reservation that the complaint is in reference to was booked under reservation ********. For ******* *****, ***** *********, ******* ***** and ******* *****.The price for the packages was 1,300.00 per person for a total of over $6,000.00 with travel protection. The flights were cancelled on 12/22/2022 through the airlines and they were rebooked for 12/24/2022 on another airline. On 12/24/2022 they were flown to Texas an informed at 5:30pm that the flight was cancelled with no connection to Cancun Mexico until after Christmas. The reservation for the hotel was only until 12/27/2022. I tried to call Cheap Caribbean numerous times to rebook on another flight to Cancun ASAP. I received a recording stating that Cheap Caribbean was closed for the holidays. They did not reopen until 12/26/2022. This left my children which included a 2 year old and a pregnant person stranded in Texas. I had to pay $300.00 for a hotel Christmas Eve and they spent Christmas in a hotel. I had to pay an additional $2,200.00 to fly my children home on another flight back to Baltimore since the whole point of the trip was to spend Christmas together. I emailed Cheap Caribbean Customer Service Dept and was informed that I could only receive a travel credit in the amount of $2582.06. This is unexpectable! I do not want to use this travel agency again after the customer service I received with them. They left us stranded in another state since they would not answer the phone for 2 days. I had to incur additional expenses since the trip was cancelled and they were unable to make it to Cancun and the resort. I know that it is the airlines issue however, since Cheap Caribbean was not open to assist then I should be eligible for a special circumstance since there was not other way to adjust the travel. I never want to use this agency again and think its unfair that I paid all this money and didn't get to be with my children for the holidays. I am requesting a full refund no travel credits!!

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought a vacation package for four and selected a more expensive package with direct nonstop flights (over other options with layovers). Cheap Caribbean notified me in October that it changed our flights to ones with inconvenient times and layovers. I called to try to change back and they said that would not be possible and I would not receive money back to compensate for the change but that I could call back later nearer to the time of the trip and look again for available flights. I called again and after many times being on hold and being disconnected, one employee told me direct flights were available on a particular day that I could travel. We got disconnected and I called back and another employee told me that it wasn't available and I would receive no compensation. She further asserted that I had never had direct flights (I challenged that and she then agreed that I had) and she said that nothing was available now and I would receive no compensation.

• Initial Complaint

  11/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I booked a trip to the Bahamas and selected a 2bedroom suite at the *******. It was an additional $79 a person (158 total) for a 2 bedroom. My email confirmation stated a water view king. I contacted cheapCaribbean and asked for them to confirm it was a 2 bedroom. The agent sent a screenshot showing a 2br was waterview king. I looked at the resort website and saw no 2br units. After emailing Warwick they said they don't offer 2br suites and I was booked for a single king bed waterview room. I again contacted cheap Caribbean and they said they would have to do a call review from the original Call but if I wanted to change to a double double room it would be an additional $1,200!!! I then called the resort directly and they said they could change me to a double double (2double beds) room for no additional charge. I am now out $158; 3 hrs of my time and no 2 bedroom unit!!! Also cheapcaribbean.com is falsely offering 2 and 3 bedroom suites; which the resort doesn't haven have! The fact they also tried to charge me an additional $1200 doesn't sit well with me!

• Initial Complaint

  10/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Cheap Caribbean Reservation ********/TravelAgent Process ID ****** Response. Through Cheap Caribbean, I booked hotel stay at ****** ********* in Cancun, Mexico. Website which I have photo of list Junior Suite Ocean View list room to have 1 King + 2 Queen + Sofa. When arrived, checked into room had 2 Queens and Sofa. I advised missing a bed, told them of booking and said no such room existed. Management at hotel said this was error with Cheap Caribbean and they would need to resolve. Upon my return, I called them, did virtual chat and emailed. First receive response back today, and are still refusing to own up to their mistake. I believe I am entitled some sort of compensation or voucher for future travel, since their description of room was wrong and I accepted paying higher price at this hotel compared to others I could of chose based on believing all three of us traveling would have comfy beds, versus one of us having to sleep on uncomfy pullout sofa.

*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. ↩