Caribbean Airlines review: Declined permission to board

Grievance Note

Juby Johnson

51 Clarkson Ave

Toronto, ON, M6E 2T5

[protected]@acrossboundaries.ca

[protected]

10th November, 2023

Customer Relations

Caribbean Airlines Limited

Piarco International Airport

Golden Grove Road

Dear Sir/Madam,

Re: Grievance Regarding Flight Experience - Flight No: BW601, Economy, Ticket [protected]

I am writing to express my deep concern and disappointment regarding the treatment of my client, a 72-year-old individual, diagnosed with impaired vision, intellectual disability and dementia, received during her recent flight with Caribbean Airlines. As her social worker, I had personally liaised with your customer care representatives during the ticket booking process to ensure that the special medical conditions she required would be adequately addressed.

Flight Details:

- Date of Flight: 7th November

- Flight No: BW601

- Departure Time: 22:55

- Ticket No: [protected]

- Booking Reference: 2A5GI6

During the booking process, Caribbean Airlines assured me of special wheelchair assistance for my client, who has specific needs due to medical conditions. I checked the relevant assistance options, including wheelchair to cabin, impaired vision, and intellectual disability. At least if I had been provided a notice that a person with these complications won't be boarded I wouldn't have chosen this option. At the airport, I reiterated these conditions at the front desk, where my client was provided with wheelchair assistance until the security checkpoint and they informed me that the client would be boarded the flight and assisted till the pickup point of Trinidad airport. Despite pre-arranging for special assistance due to my client's unique medical conditions, which were explicitly noted on the boarding pass as BLND (Blind), DPNA (Deaf and Partially Blind), MAAS (Mental Health Assistance), and WCHR (Wheelchair), the airline staff denied my client access to board the flight. This refusal was allegedly due to the staff's purported unawareness of the specified medical conditions. This denial of boarding caused immense chaos for my client, leaving her confused, panicked, and experiencing mental trauma.

However, during the boarding process, it became apparent that the airline staff lacked a proper understanding of intellectual disability and mental health. Despite the assurance of special assistance, my client faced confusion during the staff's questioning and, regrettably, was denied access to the flight. Had I or her family been contacted, we could have provided the necessary support to facilitate her boarding.

Additionally, I was shocked to receive a call at 23:10, well after the scheduled departure, instructing me to collect my client. This was unexpected as my client had been handed over to an assistant for boarding. It appears that the assistants failed to fulfil their duties, leading to a distressing and prolonged ordeal for my client. Her inability to travel to her homeland for the past 11 years due to illness makes this incident particularly heartbreaking.

I am formally requesting compensation for the discriminatory treatment my client endured, the lack of communication regarding her situation, and the resultant mental trauma. She was sent on the flight under the belief that she would receive the necessary support, only to face disappointment and distress. The actions of the airline staff, particularly in involving police officials before connecting the immediate contacts, were inappropriate and added to the distress my client experienced. My client with all these medical concerns spent 11 hours in the airport till I reached to pick her back home. The panic created was traumatic. My client is identified as low-income and the cost of her ticket, taxi and the mental trauma she went through requires a claim.

This denial of boarding caused immense chaos for my client, leaving her confused, panicked, and experiencing mental trauma. The staff's lack of awareness and understanding of the provided assistance notation led to an unfortunate situation where my client was left alone in the airport for a distressing 11-hour period until I arrived to pick her up.

Moreover, the involvement of police officials during this incident added to the mental distress my client experienced. The airline staff, rather than taking responsibility, seemed to wash their hands of the situation, leaving my client without the support and care that she required. I am deeply concerned about the potential risks my client faced during the extended period of being left unattended. The lack of inclusive treatment for mental health and the staff's apparent unawareness towards intellectual disability are serious issues that must be addressed. In light of this, I am seeking justice for my client and urging Caribbean Airlines to thoroughly investigate this incident. I request a comprehensive review of the staff's training regarding passengers with special medical conditions, particularly those related to mental health and intellectual disabilities. Additionally, I am seeking assurance that appropriate measures will be implemented to prevent such distressing incidents from reoccurring in the future.

I urge Caribbean Airlines to thoroughly investigate this matter and consider the emotional and psychological impact on my client. I request fair and just compensation to alleviate the suffering she endured during this unfortunate incident.

Thank you for your prompt attention to this matter. I trust that Caribbean Airlines will take the necessary steps to address and rectify the issues raised.

Sincerely,

Juby Johnson

Social worker

Across Boundaries