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:12/05/2022

  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.

  This complaint is in reference to a refund that was initiated in August 2022 through the call centre.My flight to ******** was originally booked in 2019, but due to Covid, the flight has been rebooked two times (a credit was issued to be rebooked and then the credit was extended due ******************* , at the time in 2020/2021, not allowing tourist in because of Covid). The price of the ticket was $1175.84.The last booking of the ticket credit I decided to use it to travel to ********, but then that flight segments kept getting rescheduled until is was impossible for me to travel (I would have to fly to ******** and then have to return the next day). Upon calling the call centre, it was stated to me that the flight had been cancelled by the airline due to flight/airline issues. The ticket plus flight credit from the original ticket was then put in for a refund by a representative named ****** on August 12, 2022 at or around 4:55pm.The e-ticket numbers I have are:Original E-Ticket Number: ************** Next set of E-Ticket Numbers are:************** ************** ************** Last set of E-Ticket Numbers I received are:*************2 (new ticket)**************(credit)There were additional E-Ticket numbers issued due to remaining monies from flight credits, but these are the main e-ticket numbers.I have emailed this airlines twice, which stated I would receive a response within 48 hours and I have not heard from the company. My last inquiry number for this company is *******. Again, I'm awaiting my refund for $1175.84. Your assistance is greatly appreciated. Thank you.***********************

  Business Response

  Date: 12/28/2022

  Good afternoon ***********************,

  
  Please be advised that we have since emailed you today 28Dec22,from email address *******************************************************, in relation to some payee information that we require to proceed with processing your refund.
  Kindly urgently respond to that email, so we can settle your claim at soonest please.

  
  Thank you for your understanding and co-operation.

   

  Regards,

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

  Caribbean Airlines ****Refunds Department 

  Customer Answer

  Date: 01/02/2023

  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:

   

  Though the Caribbean Airlines responded based on filing a complaint, the representative stated that it would still take an additional 3-6 weeks to receive the wire transfer of the refund amount. I cannot, in good-faith, agree that the complaint has been resolved because I still have not received the refund. See email below from representative:

   

   

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

   

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

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

• Initial Complaint

  Date:11/21/2022

  Type:Sales and Advertising 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 airline sent notice to us they had changed our of our flights so we requested the flights be cancelled as we found another airline that was able to provide the travel dates we needed. I have called the airline and gotten the run a round. I have followed up with emails with no response. We have waiting weeks for the refund. Unfortunate, This is the second time we have had to make a complaint for a refund with this airline. We had thought it would be a better experience than last time as they had cancelled our flights was due to covid [BB complaint#********] I which your office helped us.We are hoping that you can help again. Our booking number with the airline is ****** the amount to be refunded is $733.32 Please let us know if you need any other information

  Business Response

  Date: 12/01/2022

  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 December 01st ************************************** seven to fourteen business days thereafter. The funds was refunded back to the credit card used for purchase ***** ending with 5615)
  
  Note the credit sometimes defaults to the date of sales- in this case 09Apr22. 
  
  Do stay safe and well. 
  
  Warm regards 
  *******************************
  
  Caribbean Airlines **********************

• Initial Complaint

  Date:11/14/2022

  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.

  The airline canceled our original flights and we are seeking a refund which they are taking entirely too long. Every time I call I get a different story on the funds have been refunded or we dont know where the funds are so we are seeking our money

  Booking reference number: ******

  Business Response

  Date: 12/01/2022

  Good afternoon ***********************,
  
  Please see info below that confirms that we have finalized your refund request in the settlement amount (USD ******). Be guided that you can provide this ARN (Acquirer Reference Number) to your bank to trace the transaction.
  
  Thank you for your understanding.
  
  ARN: ***********************

• Initial Complaint

  Date:10/28/2022

  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 purchased 4 tickets from Caribbean Airlines departing from *** to *********** ******* in March 2019. Due to covid, everything was shut down. From 2020-2021, I was told my tickets were still valid. In February of 2022, I was issued a voucher and told it had to be used within a year but that I could make a 1 time change. I booked to travel from November 19th - 26th. Due to unforeseen circumstances, we are unable to travel during November. I called Caribbean Airlines to change the flight to March 2023 only to discover that the flight in November has been cancelled (I did not receive any notification about the cancellation), and that they don't have flights into *********** during my desired travel dates in March 2023. Caribbean Arlines is also stating that because the tickets where purchased with a voucher, there's no refund. Please note that they issued the voucher despite my requesting an initial refund. I spoke with a supervisor, *******, from *************, ********, on Thursday, October 21, 2022 who told me she would call me back regarding my aforementioned complaint within 72 hours. After no return call, I followed up on Monday, October 24, 2022 and left ******* a message. I called again on Tuesday, October 25th & Thursday, October 27th and keep getting the run around. This is a very unprofessional run organization and at this point I'd just like my money back and be able to go on my merry way.

  Business Response

  Date: 11/14/2022

  Good day BBB,

   

  The customer's claim was acknowledged and actioned since October 20th 2022 for an expedite, on the said date a refund expedite was requested. An email correspondence was re-sent to ************* requesting an update.

  Caribbean Airlines has had a backlog of refunds and continue to work efficiently to reduce the wait time. Unfortunately , it seems the customer was not contacted by the reservations agent overseeing her case to advise that she will be refunded. 

  Caribbean Airlines apologizes to the customer on the lack of communication.

   

   

  Regards

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

  Reservations Supervisor

• Initial Complaint

  Date:10/25/2022

  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 cancelled our flight for me and my husband because of Covid in March, 20, 2022. I was told it would take six months to get my money back, well six moths have passed, and still no refund. What happened?Booking reference: ****** or ****** **** and *******************************

  Business Response

  Date: 10/28/2022

  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 October 28th ************************************* seven to fourteen business days thereafter. 
  
  
  Do stay safe and well. 
  
  Warm regards 
  ******************
  
  Caribbean Airlines **********************

  Customer Answer

  Date: 11/29/2022

  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 would like to know where is the money they promise? And how they are sending the money to me, is it a credit to my credit card?
  

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

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

   

   

   

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

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

  Business Response

  Date: 12/01/2022

  Good afternoon ***************************,
  
  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.
  
  Thank you for your understanding.
  
  
  **** ***********************
  
  *********** ***** *** *** ** ****
  ********** ***** *** *** ** ****
  *********** ******* ****** ***
  ********** ******* ****** ***
  ******* ******* **********
  ******** ****************
  ******* ***** **************** ****** ******
  ******* **** ******** ************************

• Initial Complaint

  Date:10/17/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Booked a round trip flight for me and 2 friends going into ******* March 2020. trip was cancelled due to ***** tried to rescheduled trip they charged an additional $100.00 and the trip was cancelled again. Me and my friends called over 50x's and we emailed and they continue telling stories wait 6 months wait 9 months its almost 3 years and no refund it ridiculous. All we want is our money back we tried to work with them and rebooked and paid extra and they still cancelled that flight this is unfair. They should be shut down due to fraud. Date: Dec 06 2019 Booking Ref: ****** Ticket # ************* - ************* - ************* $409.59 each plus an additional $100 reschedule fee There were 3 of ** on the reservation: From *** to *********** ************************* ************************************ ***************************

  Business Response

  Date: 10/20/2022

  Dear Values customer,

   

  We acknowledge receipt of your correspondence.

   

  Based on our investigations, your tickets were refunded on September 09,2022. Funds are usually returned to the form of payment used to purchase tickets and can take a period of 10 to 15 business days to be reflected on your account.

   

  We ask if you can please review your bank statement for receipt of funds.

   

  Thank you for your patience.

   

  Sincerely

   

  Customer Experience Team 

  Customer Answer

  Date: 12/06/2022

  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]

  
  
  Im writing him regards to ref # ********. ********* airlines has not got in contact with me nor refunded the monies owed to us. If this case can please be reopened and looked into. What this company is doing is not right. Please assist me further.
  
  

   

   

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

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

  Business Response

  Date: 12/16/2022

  Dear *************************,
  
  Please be advised that ticket number ************** was exchanged to number ************** and refunded back on 09Sep22. Note that we refunded the ticket back to its original forms of payments in which we received it.Therefore, we sent back the initial amount USD ****** back to the ************* and the residual amount USD 46.75 (fare/ tax differences for changes) back to the **** card ending with ****.
  Ticket number ************** was similarly processed, where it was exchanged to number ************** and also refunded back on 09Sep22.
  In regards to following up on the amounts we sent to the *************, you may contact them with this Agency Credit Memo (***) number to trace the refund: **********
  
  The last ticket number 106- ********** was refunded today,16Dec22, in the amount USD ****** which was credited back to the *************.They should be able to trace it with the *** number (***********) in a couple of days.
  
  We hope that this information suffices and truly appreciate your continued patience and co-operation.
  
  Regards,
  *******************************
  Refunds *******************************************

  Customer Answer

  Date: 02/01/2023

  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:

  
  
  Hello, 
  
  Regarding the email from the company. We have never received a refund from them. Please assist in this matter its been way too long to still be waiting on a refund from an airline. Thanks in advance 
  
  Tania