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:03/02/2023

  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.

  On September 5th 2021 I booked travel through ******************** for travel from *** (**) to *** (******) for myself and my daughter (Ref# ******) utilizing **********************. At the time of booking, we both met ALL the requirements to travel. However, due to the ever-changing nature of COVID requirements, I was notified that the country entry requirements changed in November (2 months after booking) and my daughter would be unable to travel due to being unvaccinated. From the time I was made aware, the time frame was too short and it was impossible for her to receive two doses and surpass the 14 day efficacy period prior to travel. Shortly thereafter, the newest COVID variant Omnicron began to surge resulting in many active duty military members being restricted from travel. As a U.S Air Force active duty military member this caused me to be directly affected. My inability to travel was at no fault of my own; simply due to the country COVID protocols changing and strict U.S military requirements. After multiple unsuccessful attempts by phone, on December 8th 2021 I reached out to ********************** via email to request a full refund. On December 18th 2021, Reservations Supervisor - *************************************** responded on behalf of the airline stating they would provide a full refund, but to be advised that processing could take up to 9 months. At the 9 month ***** I reengaged via email to request a status update and have since not received any information. It has been almost a year and a half. I have continuously emailed and contacted ********************** for a status and as of recent my emails have gone unanswered. Each time I call there is never an update and the response I get is that the request needs to be forwarded, expedited, or elevated. I believe their practices are unfair and unethical. I would like the BBB to engage to facilitate a resolution.

• Initial Complaint

  Date:02/23/2023

  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 have filed for a refund with Caribbean airlines through phone and email and have yet to get this issue resolved. The original flight was canceled due to Covid and they were able to give us a voucher for a future flight. I then wanted to receive a refund as it was impossible to get on a future flight and they have not been responsive. A total amount of $560.19 was supposed to be refunded to me but have not received anything

  Customer Answer

  Date: 03/20/2023

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

  Business Response

  Date: 03/21/2023

  Good morning *****************************,
  
  We acknowledge receipt of your query and wish to advise that we have since recently emailed you today, requesting Payee info to finalize your claim.
  Kindly respond at soonest to enable us to process your refund request.
  
  Thank you.
  
  Do stay safe and well. 
  
  Warm regards,
  *******************************
  
  Caribbean Airlines ***********************

  Customer Answer

  Date: 04/20/2023

  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:02/23/2023

  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 my tickets since June 2022 (Booking Reference *******. The airline cancelled my flight from ***-*** that was supposed to take off on March 17, 2023 and is saying that it will *********** months for them to refund my money. This is unacceptable as other airlines provide refunds for canceled flights within 10 days. I need my refund so that I can rebook my flight with another airline. I filed a complaint with my credit card company, but the airline told them that the flight was not cancelled. I have attached documentation to support my claims of the airline canceling my flight. I would like an immediate refund.

  Customer Answer

  Date: 03/21/2023

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

  Business Response

  Date: 03/22/2023

  Good morning **********************************,

  
  We sincerely apologize for the tardy response.

  
  Upon reviewing your query, we acknowledge that a dispute was received from your bank on the 02nd February 2023 regarding the charges and the dispute process is a minimum of 60 days. This changes the status of your ticket from Open to Suspended until at least 07th April 2023. We are unable to proceed with the refund until the dispute is resolved.
  
  We appreciate your patience, understanding and co-operation.
  
  Regards,
  *******************************
  
  Caribbean Airlines **** Refunds Department

• Initial Complaint

  Date:02/08/2023

  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.

  On February 3rd I purchased a ticket with Caribbean airline, ************* to ****** flight bw 462 10pm -11.10pm, ****** to ******* flight bw 606 / 1:30 am- 7:10 am. I was bumped from that flight and put on another flight on February 4th 2023, leaving ************* 9:00 am arriving in ******* at 5:00pm I was coming back to ******* for a medical emergency involving my partner.I had to pay transportation to and from airports and lost my train ticket with ViaRail.Caribbean airline did not notify me regarding this change via email, text or call, I only found out when I got to the airport in *************. I would like to get a full refund on my ticket $357.55 US.Thank you.

  Business Response

  Date: 03/02/2023

  ****************
  
  ***** *******
  
  ******************************
  
  ******************* 
  
  Dear *****************,
  
  
  This is further to your correspondence relative to your travel with Caribbean Airlines.Please accept our apologies for the disruption of our service ***** February 04, 2023.
  
  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.
  
  We wish to further advise the airlines Conditions of Carriage indicates: CAL shall not be responsible for special,incidental, or consequential damages resulting from any cancellation, schedule change, or delay. In light of this statement, we will be unable to reimburse you for other losses incurred and we do hope to have your understanding in this regard.
  
  We wish to advise as per the ******** Air Passenger Protection Regulations (APPR)compensation is a cash amount of CAD250.00, for the length of the delay in full and final settlement of this claim. This will be paid to you via direct deposit, and we ask if you can please fill out the Direct Transfer Banking Information form by clicking here
  
  Once again, we would like to extend our apologies. We appreciate you choosing Caribbean Airlines and hope that we will have another opportunity to serve you again in future.
  
  Sincerely,
  

   

  Customer Experience Team 

  Customer Answer

  Date: 03/06/2023

  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:

   

  I was contacted by Caribbean airline regarding my claim. They are offering a settlement of $250.00 cad, they asked for my banking details , I do not want to share this information on the internet. 

  I have asked them to either credit my **** or send my a coupon or voucher for future travel on Caribbean airline.

   

  I am still waiting for their respons.

   

  Thank you for your assistance

   
  
  ****** ******* 

   

  
  

   

   

   

   

   

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

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

  Business Response

  Date: 03/23/2023

  Good day,

   

  Response received from customer advising wait time is fine and he has no problem waiting.

   

  Thank you for your patience.

   

  Sincerely,

   

  Customer Experience Team 

  Customer Answer

  Date: 05/26/2023

  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.
  
   
  
  Hello. 
  The problem has been resolved, I received the cheque from Caribbean airline today.
  Thanks for all your help.
  
  Best regards.
  ****** ******* 
  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/07/2023

  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 had a flight with caribbean airline's on the morning of January 21, 2022. The flight I was taken was a connecting flight from *** stopping into ****** and land in *********. The flight leaving from *** had technical issues and was grounded. The airline supervisor informed everyone that was flying straight into ****** that they would have another flight st 6 am. Anyone that had a connecting flight would miss their next flight. The supervisor informed me that I would not be able to catch my connecting flight for three days. That I would be struck in ******. He found me another airline to fly out of and advised me to pay for another ticket with another airline to be able to reach my destination. That to contact customer service for reimbursement for the remaining amount of my ticket. I was in contact with the airline's from the very beginning and was informed that I would receive a refund in 6 to 9 months and would be receive February since they Initially started the complaint in February after i returned from vacation. One of the supervisors that I spoke to was ***************************** caribbean airlines. 6 to 9 months on refund 2/2022. I wouldn't have waited this long of they didn't make me believe that they were trying to work with me. That the matter was being resolved.

  Business Response

  Date: 02/13/2023

  Dear *************************,
  
  We sincerely apologize for the delay in processing your refund due to extraordinarily high volumes resulting from this global pandemic. 
  
  The refund was finalized in the amount of USD ****** on February 13th ************************************* 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 29Jan21. 
  
  Do stay safe and well. 
  
  Warm regards 
  *******************************
  
  Caribbean Airlines **********************

  Customer Answer

  Date: 02/16/2023

  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:

  [Your Answer Here]

  
  

  Good afternoon,
  That Mastercard has expired but if they would like to send it to my current address  at ************************************************************, I would greatly appreciate it. If that isn't a option, I could provide another card linked to my bank account.
  

  
  

   

  
  

   

  
  

   

  
  

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

  
  

  
  

  Sincerely,

  
  

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

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  Business Response

  Date: 03/07/2023

  Good morning *************************,

  
  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. Your bank should then be able to update your new card/ bank account with the funds.
  
  Thank you for your understanding.
  
  
  **** ***********************
  
  ***** *** ****
  ********** ***** ******
  *********** ***** *** *** *** ****
  ********** *******************
  ********** ******* *******
  ********** ****** ******* ********
  ********** ***** *** *** *** ****
  *********** ******* ******* ***
  ********** ******* ******* ***
  *********** ******* ****
  ******* ******* **********
  **** ***** ******** *****
  ******** ****************
  ******* ***** *** ******* ****** *****
  ******* **** ******** ************************
  
  
  Regards,
  *******************************
  
  Caribbean Airlines ****Refunds Department

• Initial Complaint

  Date:02/02/2023

  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.

  Question about a Caribbean Airlines flight from *** to the Trinidad which I missed June 9th Missed 2022, to get another flight the following day I had to pay another new fare.missed *************************** When I got to the desk that night the flight attendants were still there but I was told they closed the gates early and the plane was taking off early. I was at the counter after all but one customer was there like myself, trying to get on to the flight. I was there more than 35 minutes before the scheduled departure time.I wad discouraged from waiting for the midnight flight and was told I have to purchase a new ticket for travel the following day,new ticket ** *** December 11 th 2022 flight booking reference *** ****** I begged to be on a stand-by for the following flight but it was so very discouraging. I had to pay a new fare to travel the next day.I question why I had to pay another air fare when someone else, maybe a stand-by paid and occupied my seat.

• Initial Complaint

  Date:01/31/2023

  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.

  Purchased a plane ticket before the pandemic hit and was not able to offer a refund but a voucher to be used. Was not able to use while the pandemic occurred. Voucher issued was not able to accommodate travel dates. Asked for a refund multiple times via phone call and wouldn't issue. Emailed multiples times and have not heard a response back. Tried to call again and can't get through customer service. I paid $560.00 for my ticket and I would like a refund. I have heard multiple people have the same issue. Hold times are long, different people saying an issue will be refunded and no refund.

  Business Response

  Date: 01/31/2023

  Dear **********************, 

   

  We acknowledge receipt of your correspondence via the Better Business Bureau. 

  For Further assessing of the query kindly provide us with a copy your ticket/ticket number or booking reference. 

   

  Your cooperation in providing this information to us at your earliest convenience will be appreciated. 

   

  Kind regards, 

   

  Customer Experience Department. 

  Customer Answer

  Date: 02/09/2023

  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:

  They have not offered a refund and requested a copy of my ticket number which is attached

   

  Thank you,

  ********

   

   

   

   

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

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

  Business Response

  Date: 04/26/2023

  Good morning ********,

  Please be advised that your cheque is currently in transit from ******** to ******* this week. Once received at our *** ticket office, it will be mailed to your local address. I estimate this process to be finalized within the next 2 weeks latest.
  
  We appreciate your continued patience and co-operation.

  Do stay safe and well. 
  
  Warm regards,

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

  Caribbean Airlines **** Refunds Department 

  Customer Answer

  Date: 04/26/2023

  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:01/20/2023

  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.

  Current voucher #: ****** (pricing on their record is wrong)I booked a flight in the heights of COVID 19 for the 11/01/2020 to ******** ******* from *** ** for 3 days to attend a funeral the next day Sunday morning. My flight was canceled by *************************** pushed the flight to more than 24 hrs after I was to depart ***. I was booked on a new flight, which defeated the purpose of my trip as the funeral would have past. I have requested a refund many times. Refunds were allowed during COVID with no restrictions, but Caribbean airlines have refused. I had spent almost $520 on my ticket and baggage. (Please see attachment) The then ticket code was E-ticket number: ************** & the Booking reference: *******. During the refusal to refund my money they decided to extend the ticket for 1 year using the same Booking reference: *******. The refusal the next year continued & the ticket was extended again. In November 2022, i reaced out for a refund again because i have no reason to travel because of a fall i sustained in 2021 that have rendered me disabled and unable to travel. I was told in November 2022 that a flight must be booked by 01/31/23 and and traveled to and from my destination by 12/31/2023 or else i would lose my money. I have reached out to the airlines by phone call and by email and i have been getting the run around or i would get hung up on, but zero email response. Please help me get my money back please. I have approximately 10 days to book go on a trip i can't travel on. I am ill... I have called customer care multiple times and they have taken statements but haven't respond or called back. This airline is trying to steal my money. I CAN NOT FLY PERIOD.

  Business Response

  Date: 01/30/2023

  Dear ******************************,
  
  We sincerely apologize for the delay in processing your refund due to extraordinarily high volumes resulting from this global pandemic. 
  
  The refund was finalized in the amount of USD ****** on January 30th ************************************* 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 11Oct20. 
  
  Do stay safe and well. 
  
  Warm regards 
  *******************************
  
  Caribbean Airlines **********************
  
  Please do not reply to this message. If you have any questions, please call us at ************************ ** 

  Customer Answer

  Date: 02/03/2023

  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:12/19/2022

  Type:Billing 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 back from this airline for the past year. Each time I actually get to speak with someone I am transferred to someone else OR disconnected. It is impossible to get straight answers from anyone at this company. The refund amounts are for 2 tickets of $410.19 each. I don't know what else to do. I just want my money back

  Business Response

  Date: 12/19/2022

  Dear Valued Customer, 

   

  We acknowledge receipt of your correspondence via the Better Business Bureau.

   

  For further assessing of the information provided kindly provide us with a copy of travel ticket or ticket number for further investigation.

   

  We await your response. 

   

  Kind regards, 

   

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

  Customer Experience Officer

• Initial Complaint

  Date:12/12/2022

  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.

  Company cancelled a flight in September 2020 from ******* to ************. Numerous attempts have been made to recover the funds, however despite agreeing to refund the amount of **$209.58 and completing the process as instructed, this refund remains outstanding. Attempts to call the company and speak to the **** or the Officer that initially wrote, have proven futile as no one answers the phone or responds to mails. A reference # ***************** was provided in their last response

  Business Response

  Date: 12/15/2022

  To whom it may concern,

  Customer contacted the airline directly. He was advised and the refund was completed.

  Regards,

  Customer Experience