Caribbean Airlines review: Service on Flight BW 601 from Toronto to Trinidad

Good Morning ,

I am writing about an experience I had on flight BW 601 from Toronto to Port of Spain Trinidad on May 3rd. I will begin by saying that CAL is always my first choice for flying to Trinidad I have always received the best service from everyone, HOWEVER on the night of May 3rd on the above noted flight I received the worst service ever from one of the counter staff at Pearson International. I recently suffered a stroke in early December and decided to take a vacation to relax and recover, as i was about to board the flight another passenger realized i was struggling with my bags he offered to assist me to get on the plane, so he took my carry on, just so i could have gone on the plane without struggling, all of my bags were tagged at the counter as i explained to the agent in the front counter about my stroke, as the individual that assisted me was about to board, the Agent stopped him and informed him he should not have 2 carry on pieces , he tried to explain to her he was only assisting me to get to the plane , she started to scream and called me back and started by shouting at both of us, I asked her to not shout at me and tried to explain to her why he was carrying the bag ( which contained my medication my Blood Pressure Machine and Diabetic tester and other things which i needed to have on the plane ,she then SCREAMED at me and asked me to move to the side and informed me i had to pay $150.00 CASH ONLY, for the bag that weighed less that 15 lbs. Please note that she pulled aside other passengers, who had more than one carry on however they were given the opportunity to condense their 2 bags into one and not charged the $150 , I can state this, as I asked them when they came on the plane. I was terribly humiliated by this experience as everyone that was waiting to board the flight saw and heard the entire ordeal and were pretty surprised by the behavior of the agent. As I boarded the plane, the stewardess greeted me as always in a very professional manner but realized i was visibly upset and inquired as to what was wrong with me, i explained to them what happened and they all apologized to me on behalf of CAL. I am not sure what can be done about this as i did not get the name of the agent. The experience left me with the question as to if I would use Caribbean Airlines again as it is something I will never forget it left me very shaken up to the point that I was not able to sleep on the flight which is something i always did on the night flights.

I look forward to hearing from you on this issue.

Yours Respectfully ,

Dianne Brewster