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:06/06/2023

  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.

  I booked two one-way flights from ***, ** to ***********, ******* on June 23, 2023 at 9:30am. About two months before our trip, our flight time was changed to 12:30. We are flying into ******* for a wedding and this change in time will make us late for the event. We booked the flight through Chase Travel Rewards. When I spoke with the travel agent the first time, they told me we could get a full refund for the trip after speaking with Caribbean Airlines. I reached back out about the refund three weeks later and was told that due to the delay they would no longer refund the flight. Caribbean Airlines also lied and stated that they had no records of the original conversation. They explained that they would provide a travel credit that we had to use within a year. Being that we are unable to afford a second Caribbean trip within the year, this is not a refund. I was never told about any time constraints prior. In addition, I have been hung up on and spoken to rudely by the airline representatives. I normally would prefer just to speak directly to the airline; however, being that I have only been met with unprofessional behavior, I feel there is no way around this. We are requesting a full refund so that we are able to rebook a flight on another airline.

  Business Response

  Date: 06/21/2023

   

  To Whom It May **************** reached out to the passenger to address her concerns raised in her complaint and expedite her refund.  It was at this juncture we were advised by the passenger that she no longer wanted a refund and she will be using her ticket .  She further advised that she will be taking down this complaint.

  Submitted for your information.

  Regards

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

   

  Customer Answer

  Date: 06/29/2023

  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:05/17/2023

  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 my flight to ******* 5 months in advance. 1 and a half months before my flight they changed both my departure and arrival time and location. This behavior is unacceptable. Additional Ive been hanged up on 5 times by their representatives when I try to get a return and express unpleasant experience.

  Business Response

  Date: 05/17/2023

  Dear valued customer,

  This is further to your correspondence relative to the schedule change effected on your travel with ** in July 2023.
  
  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.
  
  For this reason, the airlines Conditions of Carriage outline 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.
  
  While compensation is not offered in the case of a schedule change, we recognize the impact on your arrangements and in this regard, we extend our sincere apologies for the inconvenience experienced.
  
  Based on our investigations you have been in contact with the *********************** and they advised that for the month of July, the airline will not be operating to ***. ** light of this, a refund was requested. We do appreciate your patience and understanding in this regard.
  
  ***************** ,again we thank you for communicating with ** and for giving ** the opportunity for explanation and response. Caribbean Airline is committed to servicing your travel needs. We look forward to welcoming you onboard soon.
  

  Sincerely, 

   

• Initial Complaint

  Date:05/16/2023

  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.

  July 16, 2022 : Purchased 2 round trip tickets on Caribbean Airlines from *** to *** Booking reference ****** Travel : Monday April 10, 2023 7:15 am From *** Saturday April 15, 2023 2:50 pm from *** Notification from Caribbean of flight changes in February 2023 ( 60 days prior to travel)April 10 flight from *** changed from 7:15 am to 12:55 pm April 15 flight from *********** changed to SUNDAY April 16 at 7:30 pm (which was again changed at a later date to 4:30 pm) The outgoing change robbed us of almost 6 vacation hours but we were willing to ignore that...then the return flight was changed to 24 hours later than originally planned...at this late date it was too late and too expensive to change airlines...we were FORCED to add a night to our Sandals Resort stay...This extra night incurred charges of $875.50 (If we wanted to stay 6 nights...we would have booked for 6 nights...this was an unnecessary and involuntary change to our plans. As such, Caribbean Airlines should be held reponsible for selling us flights in July of 2022 and then making changes 8 months later in February of 2023 that resulted in an extra night and extra expenses as we were left with no choice...we coud not have left the resort on schedule as we were left with no way to leave ******* for an extra 24 hours. I called caribbean and I also communicated through live chat about the unfairness of the extra night and the extra charges that ensued...I was told this was not the concern, nor the responsibility of caribbean even though they sold me flights for a particular day, that it was their right to change or cancel flights.

• Initial Complaint

  Date:04/25/2023

  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.

  I have been trying to get a refund from Caribbean airlines. Our departing and returning flights were both drastically changed. Our arrival airport was changed from *********** to Kingston airport and our departure flight was changed for 2 days after the original flight date. We were told that we would be refunded and it could take 6-9 months which is not what their refund policy states which is **** business days. We purchased our tickets on 3/23/2022 Booking Reference Number: ******. in the amount of $1675.32 which we expect in full at this time. Our flights were changed in early August 2022, I cancelled our flights and requested a refund in early September when we booked new flights with another airline. We have had no communication from the airline and will continue to try to contact customer service. It has been at least 6 months since I requested a refund and have not received anything from the airline. This in my opinion is very bad business practice.

  Business Response

  Date: 04/26/2023

  Dear Valued Customer, 

  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 a review of ticket numbers ************** and ************** revealed a refund was completed on February 03, 2023, to credit card ending ****. The payment should have been reflected to the card holders account within seven to ten business days. 

  Alternately you can review your credit card statement as the payment can be credited back to the tickets date of issue March 21, 2022.

  Should you require any further assistance we guide you to communicate with our refunds department at ******************************************************* 

   

  Kind regards, 

   

  Customer Experience Department. 

• Initial Complaint

  Date:04/10/2023

  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.

  I booked a round trip flight between ******************* in Feb. I called to cancel the booking a few days later on Feb 15th. Per Caribbean airlines policy, they said I would receive a refund of 75% and sent a confirmation email stating so. They stated it would take ***** business days. It is now April 9th and I have not received my refund. I have contacted the airline several times via email and they have ignored every single email. I called 4 days ago and was assured the refund would be processed and that I would receive an email confirming so by the end of the day. I never received that email.This airline has lied and appears to be scamming customers. I am still fighting for my refund.

  Business Response

  Date: 04/25/2023

  Dear ***********************,
  
  We sincerely apologize for the delay in processing your refund due to extraordinarily high volumes resulting from the global pandemic. 
  
  The refund was finalized in the amount of USD ***** on April 17th ************************************* 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 13Feb23. 
  
  Do stay safe and well. 
  
  Warm regards 
  *******************************
  
  Caribbean Airlines **********************

• Initial Complaint

  Date:04/07/2023

  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.

  Reference ticket #************* My complain is regarding the sudden death of my father for which i purchased a ticket last minute to fly from ******* to ******** on march 19 returning on march 30. I asked an attendant before leaving ****** about the policy on discounts regarding death and since I didn't get a straight answer, I couldn't waste time so we all got our tickets and flew out. Now that we are all back I am requesting a refund for fares. I travelled alone but there were 6 more of my siblings and children that flew to Trinidad to bury our father.Please be considerate in times like these when people do what they have to as in our case. I only made reference to my ticket but I am speaking for the entire family. They can submit for themselves as I don't have all of their ticket information. I only know the dates and all the costs associated with the travel.I do appreciate you taking the time to consider my request, again we only had one choice in getting to Trinidad after learning of my father's passing. I look forward getting a positive response in this matter.Thank you *************************************

  Business Response

  Date: 04/21/2023

  ********** *******
   
  ***** *** ****
  
  
  Dear **************************,
  
  We write to acknowledge receipt of your correspondence relative to claim number *********. Thank you for the opportunity to review your request. 
  
  At the onset we wish to advise that whilst on a customer service basis, ********************** offers fare discounts to those who need to travel due to the death of a family member, this offer is only applicable at the time of booking and is applicable to FLEX and BIZFLEX fares only. Regrettably, retroactive refunds are not considered at this time. In light of this, we guide that we are now unable to entertain the claim presented. 
  
  We have included this link below to provide further guide relative to your query: -

  ******************************************************************************************************************;
  
  **************************, we are sorry our response could not be more favourable in this instance. We appreciate you choosing Caribbean Airlines and it is our hope that we will have another opportunity to serve you again under better circumstances. Your understanding is much appreciated at this time. 
  
  
  Sincerely, 
  

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

  
  

• Initial Complaint

  Date:04/03/2023

  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.

  I am having difficulty getting a refund that I am rightfully owed by Caribbean Airlines. The refund was requested on 2/13/2023:Booking reference: ****** Amount: $722 Passengers: ********************************

  Business Response

  Date: 04/25/2023

  Dear ***********************,
  
  We sincerely apologize for the delay in processing your refund due to extraordinarily high volumes resulting from the global pandemic. 
  
  The refund was finalized in the amount of USD ****** on April 25th ************************************* 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 27Nov19. 
  
  Do stay safe and well. 
  
  Warm regards 
  *******************************
  
  Caribbean Airlines ****Refunds Department 

  Customer Answer

  Date: 05/15/2023

  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:03/28/2023

  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.

  I booked a confirmed return ticket online via Caribbean Airlines cost US$679.75 Feb 4 23, travel on 5 March 23,12am. few days later, I was emailed a CAL promotion flyer indicating that I can upgrade to business class, which would allow extra luggage and meal. I entered the contest and waited the outcome. 3 days before my due date I contacted Caribbean Airlines on the outcome and was informed by ***** that I was NOT successful in the lottery and that my itinerary remained the same as initial. HOWEVER, March 4 11am mere hours before check-in I received an email indicating that I was successful in the upgrade and ADDITIONAL payment of US$230.00 was deducted from my Credit Card. TOTAL COST US$909.75. I then attempted to check in online and was informed that only One pc of ******* was allowed, Seeing that CAL issued the upgrade in a late I was unable to order food service for my special needs and was given in-flight mess of a meal which consists of 2 overheated samosas and a glass of sprite which i returned. I attempted to contact CARIBBEAN AIRLINES 4 occasions about my horrid experience and was futile. To to date to reply has been given to my complaints via email. Also unable to get thru to phone lines, calls are either being dropped or I'm being hung up on.I am disgruntled because I feel that I have paid for service to which I did not receive. I had nothing to eat in flight and was not allowed to take on extra luggage. At the point of checking in I spoke to the Customer ************************************** and was told that the online check-in system gives trouble at times and tht check in must be made at counter she assured me that she would call the cabin crew and add my meal, yet when I got on board I was shown a copy of the list without my name. an apology and compensation is required for me paying full *** for flight and not be able to use the benefits that came with my purchase. Im getting the run round calls & emails unanswered all the time Complaint ID#*********

  Business Response

  Date: 04/06/2023

  ***** *** ****
  
  ****** *********************
  
  ******* *** *******
  
  Dear *** ************************************ acknowledge receipt of your correspondence and thank you for taking the time to send us your feedback. Please accept our sincere apologies for the inconvenience you experienced.
  
  Contrary to the impression created, we do endeavor for our customers to have a seamless and hassle-free experience with us. We regret to learn that you received a late notification regarding the business class upgrade and did not have the opportunity to enjoy the associated baggage allowance nor choice of meal. In this regards a copy of your correspondence has been shared with the relevant Managers for information and service improvement. We are pleased to note however, that you did have the opportunity to enjoy the other benefits attached to traveling business class.
  
  To demonstrate our commitment to service excellence, we have approved a transportation voucher valued USD ****** in full and final settlement of your claim. Our voucher can be used towards the purchase of a ticket (excludes taxes and domestic tickets) for further travel with Caribbean Airlines. It is valid for one year from the date of issue and it can be used via our ************************ or at one of our Ticket Offices. Our voucher cannot be extended or redeemed for cash and will have no residual value. Kindly confirm receipt of this email at your earliest convenience.
  
  It is our hope that you will give us another opportunity to provide you with a higher standard of service.
  
  Sincerely,

  Customer Experience Team

  ********************** Ailrines Limited

  Customer Answer

  Date: 05/02/2023

  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:03/21/2023

  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 purchased some tickets for a flight to ****** for my sister and her kids in February of 2022 (it was an abuse situation and I wanted to get then out ASAP). However, they were unable to make the flight so I called and got it converted to a credit for later use. Because of how hectic everything was, I didn't get a chance to request a refund until early February of this year (FEB 7th). I received verbal confirmation that the refund time is **** days from the date it's requested as stated on the website. However, I later received an email (FEB 18th) stating that the refund time is actually 90 business days (4 months). I called again on March 7th because that's the refund timeline that was indicated first, only to be told that it will in fact take 4 months for a refund. I am extremely disappointed about the timeline for a refund, especially considering their website still says **** business days. I have attached all of the receipts

  Business Response

  Date: 04/04/2023

  Dear ***************************,
  
  We sincerely apologize for the delay in processing your refund due to extraordinarily high volumes resulting from the global pandemic. 
  
  The refund was finalized in the amount of USD ****** on April 04th ************************************* 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 01Feb22. 
  
  Do stay safe and well. 
  
  Warm regards 
  *******************************
  
  Caribbean Airlines **********************

• Initial Complaint

  Date:03/08/2023

  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.

  CARIBBEAN AIRLINES LIMITED BOOKING REF: 3YHRSC INTERNATIONAL CALL CENTRE DATE: 06 MARCH 2023 RESERVATIONS DEPARTMENT ************************ DE CARIES/**** *********************** I spoken with an agent 2 days ago who made a name change to the above information.However the amendment made with incorrect whereas the name on the ticket should be *********/**** *********************** I am still awaiting resolution I have already made the payment for the initial name change which is where I have received the above information in email however upon receipt it was noticed that she made a mistake as I indicated.I have been calling several times a day for the last 2 days and no one has been telling me what the reason for the delay why it's not updated as yet there is much concern about whether this ticket is still valid no one has been contacting me even though I've been told several times that I will be contacted.This is frustrating and extremely a waste of time and I would like to have a solution immediately please with the correct name spelling.I will attach a copy of the passport along with the original itinerary to ensure that the updated itinerary will have the correct dates and times but indicating the correct name as I spelled out above.I don't understand why the agents are taking so long to get the information back to me with the correct ticket information along with the correct spelling of the passenger name.Once again the itinerary should be the same as the document attached that is the dates and times however the name on the ticket should be *********/**** ***********************.This correction is due to the mistake of the agent after I made the payment for the name change.I hope to have a solution today to avoid further frustration please. Thanks I can be contacted via email *********************** or ********** today. If my phone goes on answered please leave me a voicemail with the detail and the information sent to my email thank you.