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:01/03/2024

  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.

  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

  Date: 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 Department 

  Customer Answer

  Date: 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

  Date:11/27/2023

  Type:Service or Repair 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.

  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 Answer

  Date: 12/21/2023

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

• Initial Complaint

  Date:09/29/2023

  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.

  My flight on Caribbean Airlines to ****************** was canceled in April 2020 due to the pandemic. I was offered a voucher to use within a year which I tried to use but the airline could not give me a flight with reasonable connections, therefore the voucher was extended for another year. In 2022 I rebooked a flight with Caribbean Airline to travel to St. ******* in the fall. Couple months after, I was sent an email with a new itinerary changing my return date which was an inconvenience to me. So, I was told that since they were the one to change my flight, I would be granted a full refund. (Sept 2022). I was told that the refund would take seven months. I have been calling since March of 2023 and was told that they would expedite the refund which I have yet to receive. I am now writing to you for your help to resolve this issue.

  Customer Answer

  Date: 10/30/2023

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

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

• Initial Complaint

  Date:08/18/2023

  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.

  The date of the transaction is April 12, 2023. I bought 4 plane tickets. Each ticket costs ****** which totals *******. I ask for a refund for two of the tickets. The customer service agent told me to wait 21 days. We spoke on Jun 27, 2023. It's now August 18, 2023. This is bad service. Why am I fighting for a refund? This is not good. **************** will not let me talk to the supervisor.

  Business Response

  Date: 09/18/2023

  Dear *************************,
  
  We sincerely apologize for the delay in processing your refund. 
  
  The refund was finalized in the amount of USD312.40 per ticket on September 18th ************************************* seven to fourteen business days thereafter. The funds were refunded back to the credit card used for purchase ***** ending with ****)
  
  Note the credit sometimes defaults to the date of sales- in this case 10Apr23. 
  
  We appreciate your patience and co-**************************** regards 
  *******************************
  
  Caribbean Airlines ****Refunds Department 

• Initial Complaint

  Date:08/01/2023

  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.

  My name is **************************** sister and I came down with Covid-19 shortly before our flight from *** to Tobago.Per Caribbean Airlines policy we are *********** a refund. I filled out all the paperwork and sent in supporting documentation of the positive covid tests and my updated banking information for the refund.I was told everything was approved and that I would be refunded within 21 business days. It is now over a month and my bank has still not gotten an ACH for me refund....This is absurd to me as normal airlines process refunds in over a week. Every time I call, they tell me to just keep waiting. My patience is running out. I am ready to seek legal action if necessary as I feel I am being taken advantage off. As I am now out by almost ***** dollars on the tickets.

• Initial Complaint

  Date:07/18/2023

  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 June 2023 I took a flight to *********** ******* from *** however at the end of my journey my suitcase was torn and busted I inquire at the airport where to file a report but no success so I waited until I return and that's why I'm doing my reports just now.

  Business Response

  Date: 08/02/2023

  ****************************************
  replied
  a few seconds ago
  
  To:*******************
  Dear **************, 
  
  
  We write to advise that we are in receipt of your correspondence regarding your claim with us and extend our sincere apologies for any inconvenience experienced.
  
  We wish to inform you the claim submitted is currently being reviewed. In the interim, we would like to request the following documents: -
  
  Photo of ********************************operation in forwarding this information to us as soon as possible will be appreciated.
  
  We thank you for your patience.
  
  Sincerely, 
  
  
  ****************************************
  ******** ******************************************************** **** *****
  ****** ***** ***** *******
  *************
  ********** **************************
  **** ***************
  ******** **************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair 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 booked a one way return flight from ***-*** with Caribbean airlines march 2023. I received an email that they had canceled my flight and rebooked me to leave from kingston airport instead at a later time in May2023. I immediately contacted them informing them that that change would not work for me as I wont be able to make it to that airport for departure. They agreed to cancel and submitted a refund from the 15th of may its now almost 2 months and Im yet to receive my refund. I had to go out of pocket to rebook another flight with a different airline which ended up costing me almost twice the amount I had previously paid and I still havent received my refund. This is ridiculous, *** called numerous times and no one is able to assist, their only answer is that they sent it over to refunds department. Ive never seen it take this long to refund anythng. Initially they had told me ***** business days but this is beyond that. I need my refund to go towards my vacation cause this whole cancellation only costing me more money. People book in advance because ticket prices are usually cheaper, when an airline cancels and forces us to book elsewhere its unfair for us to be spending more money last minute.

  Business Response

  Date: 07/12/2023

  Dear **************, 

  We acknowledge receipt of your correspondence via the Better Business Bureau please accept our apologies for the time taken to conclude your refund with us. 

  We wish to advise our records indicate ticket number ************** was refunded on July 11, 2023, to credit card ending ****. The payment should be available to the cardholders account within seven to ten business days.

  Thank you for your patience and understanding. 

  Kind regards, 

   

  Customer Experience Department.

  ********************** Limited.

• Initial Complaint

  Date:06/30/2023

  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.

  This is for a refund for a ticket I did purchase for my son the ticket number is *************

  Business Response

  Date: 08/03/2023

  Dear ***** ******
  
  We sincerely apologize for the delay
  in processing your refund. 
  
  The refund was finalized in the amount
  of USD 601.82 on August 03rd 2023 with access to funds expected in
  seven to fourteen business days thereafter. The funds were refunded back
  to the credit card used for purchase (Mastercard ending with ****)
  
  Note the credit sometimes defaults to
  the date of sales- in this case 04Apr22. 
  
  We appreciate your patience and co-operation. 
  
  Warm
  regards 
  ******** *******
  
  Caribbean Airlines Ltd-
  Refunds Department 

  Customer Answer

  Date: 08/14/2023

  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:06/16/2023

  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 March 31, 2022 I paid $1479.08 for 4 seats on a Friday, February 24, 2023 flight. The flight was changed without any notification to Saturday, Feb 25th with no compensation. Then the flight was delayed the day of by 8+ hours pushing the flight to February 26th. Due to arriving 2 days later than planned, I had to pay for extra days of hotels, transportation, and food. I filed a complaint on February 27th and received a response on April 25th that my case was still under review. I have called this company multiple times since including May 2nd, May 18, and June 16th. Each time I call I am told I will get an email response, however they do not respond. I have provided evidence of the extra hotel stay invoice, extra driver invoice, and evidence that I booked a flight for February 24th and they did not provide me an alternative of flights after mine was cancelled without any notification.

  Business Response

  Date: 06/23/2023

  **** ************ *******
  
  Email: ****************************
  
  
  Dear ****************,
  
  This is further to your correspondence relative to the scheduled change which affected your recent travel with us. Thank you for taking the time to write to us.

  
  Caribbean Airlines recognizes the importance of adhering to our schedules, however, please be aware that in the process of operating scheduled services over many different route segments there are many factors which may interrupt routine performance plans.

  
  For this reason, the airlines Conditions of Carriage 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.

  
  Our records indicate on February 14, 2023, our reservations department tried contacting you however was unsuccessful a message was left in addition an email was sent to email address provided on the booking to advise of the schedule change.

  
  While we recognize your expectations, in light of the above we are unable to offer compensation for the schedule change.  We do recognize the impact on your arrangements and in this regard, we extend our sincere apologies for the inconvenience caused on this occasion.
  

  However due the inconvenience of the delay of BW526 February 25, 2023, and in good faith and as a gesture of appreciation to you, please accept an electronic transportation Voucher valued USD150.00 each for future travel on Caribbean Airlines in full and final settlement.  
  Your EMD voucher will be valid for one (1) year from the date of issue and can only be used toward the fare (not inclusive of taxes) when purchasing a ticket on Caribbean Airlines Limited. It cannot be extended or redeemed for cash and can be utilized over the phone via Caribbean AirlinesReservations Sales and ******************* or at any of our ticket offices or ticket counters.
  
  You will be responsible for the security of your EMD document number as this is required to be provided to our agents when booking over the phone.
  
  Please confirm your receipt of this email in order that we may process and send your vouchers to you.
  
  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,
  
  

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

  Customer Experience Officer

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair 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.

  Booking #******* * *********************** ******************** In 2019 I purchased a ticket with Caribbean Air for the winter of 2020 to ***********, *******. Unfortunately the pandemic happened and they did not fly to *********** for two years. When they finally were flying back to *********** again, I planned on using my ticket. I ordered my ticket and then they cancelled the flight. Due to Caribbean Air cancelling my flight customer service determined on January ******* that I would be given a full refund for my ticket. They indicated the ticket had been submitted for refund and I should receive a refund to my credit card within 90 days. As of this date,June 15,2023 the refund has not been refunded to my credit card. I have contacted their customer service on May 18th and June 15th and was told that they are still backlogged from pandemic. I would appreciate if you can have the refund expedited as it is now five months and Caribbean Air customer service has not provided a time frame for when the refund would be applied or a supervisor to contact regarding this issue Thank you

  Business Response

  Date: 07/03/2023

  Dear ***********************,
  
  We sincerely apologize for the delay in processing your refund. 
  
  The refund of ticket number 106- ********** was finalized in the amount of USD ****** on July 03rd ************************************* seven to fourteen business days thereafter. The funds were refunded back to the credit card used for purchase ***** ending with ****). The residual *** of USD ****** is on document number 106- ********** as credit to be used by 25May23.
  
  Do stay safe and well. 
  
  Warm regards 
  *******************************
  
  Caribbean Airlines ****Refunds Department 

  Customer Answer

  Date: 07/07/2023

  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:

  My ticket that I purchased from Caribbean Air in July 2020 was in the amount of $681.39. This ticket was unable to be used due to the pandemic .and because Caribbean Air did not fly on a regular schedule to ***********, When they did finally start flying to *********** on a regular basis, I purchased a ticket.  As I was not going during a holiday time period, my ticket was less, and I think this is why you are giving me a credit of only $476.66.  However, I believe I should have received a refund for the total amount of my original ticket $681.39 as it was out of anyone's control.  In addition, the ticket that I had purchased for January 2022, Caribbean Airlines cancelled that flight I had to make other arrangements.  Therefore, providing me with a credit for $154.73 which you indicate was valid until May 2023 when this issue was under review is unacceptable. The additional amount should be $204.73 also refunded to my account on file not a credit that has expired.

   

   

   

   

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

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