Caribbean Airlines
Reviews and Complaints

To whom it may concern,
I am extremely disappointed with the CA service received on my recent visit to the Caribbean this month.
In Grenada WI, I paid for a change in reservation for my confirmed Flight on BW 441 from GND to POS on Saturday April 1, 2017 with the confirmation for a reservation on BW 439 at 0600 on Monday April 3, 2017. I had a very important and urgent meeting with a Government minister and a Bureau starting at 8.30 am in POS. Upon arriving at the GND airport at 4.30 am the CA ground staff then advised me the inbound flight to allow for BW 439 was cancelled due to a "shortage of a plane"! I was transferred to the 9 am flight and as a result missed my important meeting with the government officials in POS.

My main concern is to advise CA of their gross neglect in running a effective airline.
As a resolution of my inconvenience, I would accept not only a refund of my change fee that I paid but also a complementary return ticket for 50 - 100% paid fee in cash of my booked flight or reward points from YYZ to GND added to my frequent flier account with Caribbean airlines.

Please acknowledge receipt of my complaint.
Happy Easter and best wishes for continued success for Caribbean air.

Clive Devers
e-mail: [protected]@interlog.com
Address: 63 Bradbury Cres, Ajax Ontario L1T 4G5
Tel: [protected]
CA airlines frequent flyer # 5880422 since 20047th Heaven rewards # 4691069

I was not pleased with how the cancellation of the flight in fort Lauderdale 3/31/2016 to Jamaica was handled by the personnel. Been at the airport since 2:00pm and was not told that something was wrong. they kept on delaying us. without telling us what the matter was. I found it to be very abusive even after they told us that the fight was cancelled, they took a long time to find a hotel and gave us a meal that was crap at best. I didn't not receive any incentives. Meanwhile another carrier was cancelled and they were incentivized $100 towards a future trip. This treatment warranted an incentive. I didn't leave the airport till 10 at night. Even when we board next morning there was no snacks nothing in addition to what I went through the night before. This is totally unacceptable.

Carlene James
2105 Apricot Court
Bowie, MD 20721
[protected]

Attention: Caribbean Airlines Complaint Department

I am writing a letter of complaint. On the morning of March 4, 2017 we checked in to flight BW 422. Myself, my husband and my father approached the counter and was attended to by agent "Annemarie". I was only given her first name reluctantly by another woman who stated she was a supervisor. (I later found out her name was Annemarie Elder) My complaint is the attitude and lack of customer service displayed by "Annemarie". We were traveling with my father who recently had a massive stroke, is a very brittle diabetic, and legally blind. While checking in, I said to her three times that we had previously requested wheelchair transport for my father. At no time did she acknowledge hearing me, as her concern was the fact that one of our bags were 1 kg overweight, another being 6 kgs overweight. With all due respect to the weight restriction, I did remove the 1 kg and explained to her that I had no where else to put the extra 6 kg. Her main interest was making sure I knew that I would have to go to the information desk to pay for an additional piece. Which I had agreed to pay. At this time, being quite annoyed with her lack of finesse I had to remind her once again about the wheelchair transport as she mumbled words to her co worker. I then remembered that due to my dad's disability he should be allowed to check in his carry on. This is something I feel the agent should have known and offered as a courtesy! Instead she was more concerned about me going across the street to pay for the additional piece! All while my dad is still standing with absolutely no regard to his disabled status. Finally she gets him a wheelchair and wheels him to the side of the building. She appeared so annoyed that she did not even explain to me what we should do after my dad was wheeled to the side of the building. After almost 40 minutes I proceeded back to the counter to inquire about why we had not been escorted to the gate. Once again she mumbled words under her breath to the coworker, took a deep breath, and then proceeded to tell me that we will have to wait until she was finish checking everyone in . Please note that by this time there was several people arriving to check in.

With my self, my husband, and dad being quite annoyed we found this process to be absolutely ridiculous and inconsiderate. Especially when dealing with an elderly diabetic who is very frail and needed to be attended to. I asked to wheel him myself and I was told that the agent must escort the passenger to the gate as this was Caribbean Airlines policy. Now, if this is the policy... why have us... your customer standing not sitting waiting for her to come to escort us to the gate. I spoke to another woman who stated she was the supervisor. All she did was apologize for the agents behavior and yet still had us waiting another 15 minutes. I then went back to the counter and demanded that someone take us to the gate immediately. Not only was this entire ordeal embarrassing and senseless, it also cause us to rush once we arrived upstairs. What is the purpose of arriving early for check in when this had to be our experience! The agent "Annemarie" walked pass me rolling her eyes and said absolutely nothing. I had to ask the supervisor who will be escorting us and at that time she told me that a gentleman (the only male agent working the counter at that time) would be escorting us. At the time I didn't get his name, however I later found out his name was Keon Trim. He was very apologetic for the situation and went out of his way to assist us as quickly as possible after standing against a wall waiting for almost an hour. I applaud him for his professionalism and his attempt to dissolve a very stressful situation!

Nonetheless, that I travel frequently on other airlines with either of my parents who both require wheelchair assistance and this has never been our experience! This is so unfortunate that we have to have this poor customer service experience in our own native land! Very sad indeed! Caribbean Airlines you need to do much better!

Please take this complaint seriously, as I would hate to know that this would be the treatment of passengers in need of wheelchair assistance. I am requesting a response as to how this situation will be handled and how to avoid this from ever happening again in the future! Your response will determine whether or not we will travel on your airline again!

Thanks in advance for your prompt attention! Feel free to contact me for further details or questions in regards to this matter. My email is [protected]@verizon.net or by phone [protected].

Respectfully,

Carlene James

March 21, 2017
I purchased two airline tickets for my parents to return to Jamaica. Unfortunately, when I purchased the ticket instead of my mother's name as one of the ticket holders I mistakenly put my first name only . However, everything was correct accept the first name of my mother. As soon as I realize the mistake I contacted your airline customer service, which was closed. I tried the next day which was Sunday early afternoon and it was closed. Finally, I was able to get in contact with a representative on Monday. Once I spoke to your representative I informed her of the mistake that was made. She then gave me three options on how the problem can be corrected. The option I choose was to send a copy of my and my mother's passport information to the following email [protected]@Caribbean-airlines.com, which the representative gave me and told me to send the information for review and that I would have to pay a $5.00 fee. Well, I did send the information and I contacted Caribbean Airline as I was instructed by your representative to do to confirm that your airline received the information I sent and pay the $5.00 fee.
When I called I was given different information as well as I was hung up on several times. This time when I was finally able to speak to a representative they said that I could not get a name change and I will have to purchase another ticket. What! The only thing that could be done was to refund the taxes. I am totally dissatisfied the lack of honor and disrespect Caribbean Airline as showed me for something that I thought was a simple mistake. I will try my best to take this as far as I can go until proper solution is done. I advised anyone taking Caribbean Airline don't waste your money and use a more o reputable airline.

Hi I recently took a trip to Trinidad and Tobago using your airline at the day when I was making my bookings I was told that the flight i was interested in had a layover which I was some what ok with my schedule departure from Jfk was at 1am on February 24th then there will be a 3/4 stop in Jamaica which I had absolutely no problem BUT the as I was getting ready to depart thinking I was heading to Trinidad then suddenly I was told that the flight would be stopping in Barbados an hour or so I honestly hated the fact that I was placed in a situation where I was NOT given such acknowledge it was deceiving, disrespectful and most a dangerous action for me not knowing something as important as this so I could have been mentally prepared. Supposedly something had happened to me on this type of flights I told my family is was heading to Trinidad and then Jamaica and so happens I'm in Barbados not a very pleasant experience. .I need some sort of apology or something because this is a full format of Disrespectful action l

Follow up from previous complaint sent Feb 6/2017 Ref #3BKJZ3 my family first visit to Tobago even though they were going to book from Toronto with Air Canada (Rouge) I encouraged them to come with Caribbean even though I sent in their complaint with all the facts we got no where. The reply I got back from a Marie saying they reviewed and basically they saw that no mistake was made at their end trust me it was. I book these flights twice a year so when I called to book for my family I knew exactly how I wanted the six of them to fly to Tobago. As mentioned you are a Monopoly Company at the moment however there is a God.
Now they were suppose to fly back yesterday March 18/17 leaving Tobago at 9:50 pm arriving in Trinidad @ 10:10pm then travelling to Toronto @ 1:10 am arriving at 7:00am the flight to Toronto was changed to 5:40 am we were not notified even though they said we were imagine the nightmare for the two Seniors, three Children and their Dad having to wait all those hours at the Airport there first experience travelling with Caribbean Airlines was a disaster I totally regret telling them to fly Caribbean, the Customer Service stinks, no one seem to care what's going on guys. Then the seven year old forgot his I pod stand on the plane from Tobago having realized this when they got off he notified his Granny who tried in vain to get HELP for that child to get it back to no avail. When she called me from Toronto this afternoon after they arrived I was so angry and once again very disappointed with the Service they received from inception which started on March 8/17 they children said they don't want to come back and the adults are right there with them sad wouldn't you agree. As for my husband and I we have to start looking for alternatives for our future travels, because we retired and moved to Tobago from Canada.
Your Customer Care Staff need to be TRAINED and COACHED properly they are a bloody mess, how does one not care it's their job to shoe empathy come on guys. I had received a reply from a Marie how does someone reply to a complaint and put their first name. WOW

My spouse and I were booked on BW603 living YYZ 9:10 a.M And arriving at POS at2:00 p.m. On March 18, 2017.

The flt was reschedule to Now leave at 1:40 p.m. And arriving in Port of Spain at 7:20 p.m.book ref 263WJY and YKA1K2. We lost a whole day flying. Not to mention losing time and money at work. We want to be compensated.
West jet and air Canada...here we come CA doesn't care about people and the staff leaves much to be desired...no customer service whatsoever !

My husband Andy Peter Blackman and I Debbie Gomez-Blackman were traveling from JFK to POS on flight BW521 at 6:30 am after checkin in the schedule 3 hrs, when it was time to board we were told that the flight were delayed 1 and a half hours after that time we weren't told anything we had to actually to to the counter to find out what was going on, in the long run we were delayed for about 8 to 10 hours... My husband and I had to missed a party that we had purchased tickets for that day... I would like to know if we would be compensated for such delay.. Thank you. Regards: Debbie Gomez-Blackman.

I was travelling from Tobago via Port of Spain to Boston Ma. I was travelling with 4 family members and some friends who were at a family wedding in Tobago.

We booked our return flight on December 5th with a four hour connection to Port of Spain. Unfortunately there were flight delays and each time one of my sisters checked if we would make our flight the customer service agent repeatedly advised us not to worry. No advice as to what was causing the delay.

we arrived in Port of Spain and american airlines refused to check us in. My sister who was in a wheel chair at the ticket counter was being assisted by airport personnel to the plane. She informed the agent at AA that we were travelling together . Despite all efforts they put us on standby the following day.

I went back to caribbean airlines and spoke with a supervisor who called over to agent in Tobago and was told we were advised of delays on numerous announcements. I worked for Pan Am for 17 years and flew to Trinidad and Tobago several times. I have never received such rudeness in my entire flying career. The supervisor said it's not our fault well it
certainly wasn't my fault we missed our connection.

It cost us hotel expenses, meals etc to cover an overnight in Port of Spain. No one would help us get a hotel or offer to pick up cost.

I am appealing to caribbean airlines to help us with this problem and reimburse us for expenses which totalling 770 US$ .

Regards

Joanne M. McDevitt
787 E Broadway
South Boston, Ma. 02127
[protected]

I recently travelled from Jamaica to Toronto on Caribbean Airlines. After checking in and verifying carry-on luggage, I purchased liquor at the duty free store.

With this purchase, I now had one piece of carry-on, one small personal laptop case and the duty free liquor in its box.

On final check-in before boarding, I along with several other passengers, were informed that the duty free purchase constituted a piece of carry-on luggage and therefore we had to check the carry-on piece.

I, along with most of the affected passengers were surprised by this. I've never seen this rule being applied over the many that I have travelled by air on various airlines to and from various destinations.

I am certainly open to hearing how this makes sense.

On January 7, 2017 I traveled with Caribbean Airlines BW036 from Fort Lauderdale International Airport Hollywood Florida, USA to Jamaica W.I Norman Manley International Airport. After setting up the television set I realized that the television screen was badly destroyed and broken and I'm very unhappy about that because the flight was delayed without notification and then television was also broken. I'm really not please with this type of behavior at all and I would like full compensation for my damagedaughter property.

I travelled on Caribbean Airlines from Port of Spain to Toronto. I dealt with a flight attendant called Sharon. It is my opinion that she should not be a flight attendant because she has no common sense or people skills what a rude and stupid woman. I was travelling with my son who was 3 years old and who was crying I gave him a washable marker he made one scratch on the airplane tray and this woman said that she needs to get an engineer to check the damage to the plan and brought paper towel for me to clean it. The marker came off because it was washable but what an i###t carribbean airlines have really poor service

On 07/16/2016 my mother was on the flight at 5:05 pm from JFK into Port Of Spain. Because of her age and current health issues I preferred her to be in the business class section on the aircraft, she did in fact get into that area after I did an upgrade on her ticket but the experience I had with one of the ticketing agents was so horrific and disappointing its as though she was just there for her paycheck and really preferred not to be there. She was very rude and disrespectful and ought not be an agent dealing with the public . One of her coworkers tried to intervene and calm her and she even barked at her I had to offer her a pair of boxing gloves. The employee in question is Ameesha Rutherford.

Flight BW11 on April 23, 2016 - Thanks Caribbean for ruining our 20th anniversary trip with a poor business class experience.

We paid full fare to fly business class as we always do with Caribbean Airlines. Priority check-in, friendly service, etc. is supposed to happen. This was not the case on our return flight home.

We arrived for Business Class priority check-in. One of our bags was 5 pounds too heavy over the 50 pound limit. Business class passengers are allowed to check a total of 3 bags each (6 bags between the 2 of us) of 50 pounds each. We were checking in 4 bags (2 regular and 2 carry-on sized suitcases).

Since we did not have 6 bags as we were entitled to we asked a very unpleasant representative named Jasmine if the slightly heavy bag was ok. Of course she said no and we were forced to open our baggage there placing our items on the dirty floor and in front of all other passengers to shift our baggage contents. As we did she stood back and laughed in amusement along with a few of her co-workers at her ability to aggravate and annoy us. We found this extremely embarrassing and disrespectful. If this is Caribbean's idea of priority check-in it is clearly better to fly economy with any other airline.

Caribbean would rather have us place 2 additional bags (possibly 50 pounds each) on the plane or even one rather than allow a bag 5 pounds too heavy on board unless we pay $75. Do you see the silliness? We could put on 2 other bags with a possible total weight of 100 pounds at no cost, but must pay $75 for taking fewer bags that would occupy less cargo space and weight because one is 5 pounds too heavy. Not to mention if hypothetically we had an extra bag beyond 6 limit (again we only had 4) the fee would only be $25 for a traveler taking a 7th bag. We would be required to pay more for 5 extra pounds than a person with a full sized 50 pound extra bag. This was ridiculous and almost unbelievable considering that we already paid $1, 943.68 USD for the round trip flight. The logic and pricing is beyond flawed. Ultimately, the point is that we should not have been hassled in the least to begin with.

We had another small bag for duty free shopping once through security. One of the best parts of vacation is bringing back gifts and souvenirs to family and friends. When we arrived to the departure gate there was wonderful Jasmine again, but with a friend from immigration who gave a nasty response to my wife when she asked was the flight boarding. Another act that was total uncalled for and disrespectful and reflects negatively upon Caribbean Airlines. Additionally, an agent was there with a dog. We aren't stupid so we knew this was a special treat waiting for us courtesy of Jasmine. There goes that priority and business class service again.

So of course boarding starts, we present our tickets, go to board the plane and the agent lets his dog from the leash to intimidate us and calls us over to have our bag of gifts for our family searched. Too our knowledge we are the only passengers subjected to this degradation. Now they have stepped it up a notch and are not only disrespecting us, but discouraging duty free shopping meant to help Jamaica's economy. Way to go again Caribbean.

As hard working professional people, we remain angry, disheartened, and disgraced by this shameful and unacceptable experience. This was our reward for spending our hard earned income with and trusting your airline. Thanks for the anniversary gift.

The fact that the morning after returning from an expensive vacation celebrating a huge milestone in our lives we are compelled to spend time writing this letter speaks volumes. We should be reminiscing about a fantastic week of travel not a flight fiasco. We hope it will speak loudly to Caribbean's management to better train employees so this does not happen to any passenger.

We will indeed share our story with others through TripAdvisor, Facebook, and other outlets, so others are aware of the risk being taken when dealing with Caribbean Airlines and exactly what the Business Class experience truly means where your airline is concerned. We hope not many have experienced or will experience and endure the indignity we have by trusting and flying your airline.

This complaint is about Caribbean Airlines flight BW 520 from Piarco to JFK on 07/14/13 .I traveled with my two kids ages 11 and 2. The plane was so cold although I turned the vent off. I asked the hostess for a blanket she said they don't have any more, my 2yr old got such a bad cough from the constant cold air blowing on her it brought on her asthma .We were about to land and my 2yr old fell asleep on me, so I asked the same hostess for a child safety belt that I can attach onto my seatbelt .The Caribbean Airlines flight that I arrived on 10 days ago offered me that option .The hostess told me we don't do that, when I saw her a few minutes ago, give the belt to another child across from where I was sitting. She then said that your child is 4yrs right, I said no she's only 2yrs old, she told me well we don't do that, and besides she will have to get up anyway we' re going to land soon. That was so upsetting to me and my kids was so uncomfortable on that flight I will never fly with Caribbean airlines ever again you guys need to get rid of these people the are so rude and don't know how to relate to there passengers you need people who knows what they're doing not rude uneducated young girls who just care about making the money.

My wife & I were humiliated by caribbean airlines and their staff today at jfk airport. We are seniors and travel back and forth to trinidad and the usa regularly. Today while traveling the airline would not allow my wife to travel with me until she was properly humiliated by the staff of caribbean airlines and subjected their extortionate based rules even though we both had tickets we bought a month ago. I am a disabled stroke survivor and this arline and their staff have no shame and are trying to rob people.

My name is Laurita Miguel, I am 63 years old, I have been travelling with Caribbean Airlines for a number of years and I have recommended all my friends and family to use that airline. But that trip on 6/20/2012 was disasterous, aggrivating and
nerve racking for me. Flight BW 521: Depart from JFK-KENNEDY-NEW YORK at 0750 . Was delayed for 14 hours. I had
no form of information about going to a Hotel. I impared in my ear and problems with my feet, I was in a terrible state. I got a voucher of $12.00 to buy something to eat. I couldnot find any one to talk to for almost 5 hours. I was in a terrible state of
very bad health. I will like to be recompensated for my pain and suffering, so that I will continue to travel with Caribbean Airlines, and be satisfied. My e-mail is: [protected]@yahoo.com.
Respectfully,
Laurita Miguel.

This complaint is about flight Caribbean Airlines BW 600 on Sept 29 2011 from Tobago via Trinidad to Toronto. We wrote to the company but received no answer.

The flight arrived in Toronto at approx 2010hrs. When I picked up my luggage from the conveyor belt it had a malodorous smell, as a matter of fact the entire area surrounding the conveyor belt had a strange smell. After getting through the airport and waiting for a taxi we continued to smell the stench, and even the taxi driver made a comment about it on route to our condo in Toronto. After arriving home we finally had a chance to look at our luggage and unpack, and realized that the smell was raw fish that had leaked all over a one of my luggage bags and into the suitcase, effectively destroying two articles of WHITE clothing. The suitcase was also ruined, because it was saturated with the fetid fish drainage, and it had to be thrown out.

We have pictures of the suitcase and clothing to show you. Just as importantly, we would like to know how raw fish in such large amounts got in the cargo hold? Why would Caribbean Airlines allow anyone to transport such things? Why were checks not done efficiently enough? This brings into question the reason a person would put uncooked as opposed to even cooked fish in luggage to transport. Could it be to mask the smell of drugs inside the fish?

Ultimately we want to be compensated for the loss of the suitcase and the two items of clothing. The suitcase was $150 CDN, and the clothing were worth $120CDN.

The flight was BW521 @ 7:50am, JFK to POS on August 11, 2011. Counter Agent: CHERYL. Caribbean Airlines has exclusively been the airline my family and I flew with for several years, however, terrible customer service displayed by their counter agents is becoming the norm. We arrived @ the counter two hrs before the flight, two persons were travelling with 3 pieces altogether, the first 2 peices were 30lbs each and the third she claimed was 10 lbs overweight, she said...this is 10 lbs overweight, you have to pay 75Us, i told her, i'll take something out and put it in the others, she said..."Look, if you dont pay the $75, you will miss the flight. I told her, i do not have the money, i will even the weight out. She said, "I dont have time for that, either you pay or miss the flight". Calmly, i said i will step away and fix it, then return to the back of the line. She stood up..."Steupss" and started ripping the tags off the first two bags and said, well that's your problem, you will just HAVE TO miss the flight. It took me exactly 1 min to distribute the weight correctly and 5 mins to get to another counter, i asked another agent if they are about to close the flight, she said NO, she doesnt understand why she will tell us such a thing. Please Caribbean Airlines, look into the attitudes of your employees, they are the face of your organization, one bad representation can cost you alot of customers.

This incident happened on December 22, 2010. I placed a pair of brand new Nike Shox in my suitcase at - yes at - JFK airport immediately before checking into Caribbean Airlines. I travelled business class so my bags were handled by the airline from the time I checked in to the time they rolled off - a direct flight - in Grenada. When I opened my suitcase, the sneakers were no longer there. The only opportunity to remove the sneakers from the case was between the time I checked in and the time the case rolled off - first off the plane in Grenada (and there really was no opportunity to open the case in Grenada).