Cayman Airways
Reviews and Complaints

I had travel wednesd March 28 2023 and return to cayman April 8 2023 I have used my debit card on the day of exciting the island to pay to for my two piece luggage .I radumand check on my bank statements and realize that on April 3 2023 a total of $192 was charged to my account. what should be $50 ci works for the check on luggage turn out to be $192 charge. Am seeking a full reimbursement of the excessive unhourtize money $142 to be pay back to me asap I am looking forward for speedy reply

My name Is ANNESTA walker

EMAIL [protected]@gmail.com

Thank you .

Michaelangelo Collazo 949-2311 flight KX 105 flight taken on Tuesday august 22, my wheelchair frame was badly damaged due to the way it was packed on the airplane. My wheelchair has a bar behind it that when pressed collapses my wheelchair and allows it to be folded. This bar was badly bent and damaged, not allowing my wheelchair to collapse. My left brake for my wheels has also been cracked and will not stop or brake my wheels when moving. I am a paraplegic and this is my only chair making this issue devastating and extremely vital for my lifestyle. There are no wheelchair repair companies on island and I am forced to seek assistance in the USA which is truly unfair.

My mother-in-law, who is a senior citizen, came in on your flight from Jamaica on March 20, 2023 at 10:20 A.M.

She is a wheelchair passenger that was destined for Cuba at 6:40 P.M.

Now she was taken off the flight ad taken to the departure counter by one of your wheelchair assistant, who left her in a corner for over two hours and told her that she has work to do and will come back and check on her because my mother-in-law refuse to check in as she told the wheelchair assistant that I was coming to pick her up.

This passenger has serious underlying sickness and needs to eat at a certain time. I came looking for her three times at the arrival and didn't see her. So I went into the Cayman Airways ticket counter and asked the agent at the far left if she could assist me in finding my mother-in-law as she was not out at the arrival entrance as they always would take her out.

The agent said she couldn't give me any information and I should go by immigration and find out if she was there. She said the only thing she can say is that the flight comes in. Now this is an elderly lady who doesn't really know how to get around on her own without an assistant, I told the agent this and she refuses to even check if my mother-in-law was placed back around the departure area.

I spoke with a Customs Officer and all she said was that she must be by the departure already.

When I realized no-one would assist me, I left worried if my mother-in-law had eaten because she could be blocked out and no-one may have noticed since your company doesn't have any customer friendly ethics especially for the vulnerable passengers.

After calling my mother-in-law's phone several times without an answer I panicked and started to call other family members to confirm her arrival since I wasn't getting any help from your agent.

I decided to call her one more time and she picked up.

My mother-in-law was in tears, saying that no one would tell her not to even go to the restroom and to take her outside so she would see me when I came for her.

I was almost at my house in Newlands and had to drive back to the airport a fourth time while directing her to come outside the arrival. Now this was three hours after the flight arrived.

She was hungry, scared and distraught for being left stranded by your wheelchair crew and no help from your agent.

Is this way your staff is trained to neglect the vulnerable? What if my mother-in-law had passed out and the situation was worse, do you think an apology would be acceptable? I am sharing this because it did not have to happen in the first place and you have neglectful staff putting vulnerable lives at risk.

The agent was a brown lady that had speckled on her face. I have seen her with other passengers and she is very unfriendly and unhelpful.

Please I bought a round trip ticket from Cayman to Cuba and u lost my job along the way so I had to go home to my country in Africa, I couldn't use the return ticket and all this while I can't get a refund of my money.

The reservation code is XRRPMH

Name: Ampadu Aaron

Email: [protected]@gmail.com

Am going through financial difficulties so I really need the refund to help me sort out some emergency situations.

I hope my request will be considered ,

Thank you.

Sept 3 2022 flight 4722 from little to grand cayman overboard. My luggage is lost no one answers the phone baggage said they will return a call but do not. I have only a PIR as the airlines took my baggage claim. It has been almost a week and no tracking number on my bag no returned calls nothing. I need my bag and more importantly I need someone from this airline to follow through. flight 4722 date 9/3 luggage claim number 378 kx20117. Phone [protected]

I had purchased a ticket on July 16, 2022, for my nephew to travel to the Cayman Islands. I was not sure of the return date for the trip, so I called to find out if it possible to get a refund if I purchase the ticket. I heard if I purchase a flexible ticket, so I purchase the first leg economy and the second leg flexible. I was of the option that if I purchase a flexible return ticket, I will get a refund. I called on August 18, 2022, to get the refund and I was told that my ticket wasn't eligible and was then directed to policy. The agent I spoke with informed me that her colleague told me to purchase roundtrip flexible, but I didn't hear that, or I wouldn't purchase only one flexible ticket.

Now she is directing me to the fare policy which I think that's where I should have been directed to in the first place. When I was booking the second leg of the ticket I saw where it said refundable, so I just assumed it was refundable. I am seeking a refund and next time I will pay more attention to what I am getting into. If there is any exception that can be granted, I would appreciate it. This is clearly a misunderstanding of what I should have purchased.

Barbara Willis

[protected]@yahoo.com

[protected]/[protected]

A group of 17 football players and 2 coaches went to the Cayman Brac from the cayman islands for a football tour.
When coming back from Cayman Brac on January 16, 2022 on flight KX4008L, we landed approximately 4:15pm in Grand Cayman.

17 player and 2 couches, all males, a total of 4 Jamaicans and the others were a mix of Spanish and Caymanians.

There were approximately a total of 25 to 30 people that were on the same flight back to Grand Cayman which included us.

After disembarking the plane on the same flight, we got our bags and join the line, all four of us Jamaicans were in the line in the same spot, lined up one behind the other.

We were close the the back of the line with just a few persons behind us. All 17 players and the assistant couch with several other people of different colours and nationalities were also in the same line with us coming from Cayman Brac on the same flight

A young lady waring a blue shirt who appears to be a customs officer, pointed out a gentle man who was close to the front of the line, who was a Jamaica and ask him to step out of the line and told him he will be searched, he complied. She then walked passed atleast approximately twenty person in the same line and came close to the end of the line where we were and pointed at all four of us Jamaican players and ask us to step out of the line and said we will be searched.

We were shocked and puzzled as to why she picked all the Jamaicans out of such a large group and told us we will be searched in such a manner, while having all the other persons in the line looking at us.

Out of curiosity and concern, i ask a fellow player who is Spanish who came and played with us if he was pointed out and told that he would be searched, because to me he had a big enough luggage that might needed searching, while two of the four Jamaians that were pointed out only had knapsack on there backs that were at best half full. The spanish guy that i ask wasn't sure if he was pointed out. As a resulted, when we were being led away he attempting to join us with his luggage and he was told by the same in lady in blue not to join us, he then went back in the line.

The only five Jamaicans in the said line of such a large group in such a public place were led away in such a discriminatory, disrespectful, and shameful manner.

No other nationality in the same line was pointed out, told this and led away as if we were criminals or of lesser importance than the other nationalities in the group

Only the Jamaicans on this same flight were flagged for an additional search, which were only 5 of us total on this same flight. The same flight had approximately 30 people. This was in no way a random selection, this was a targeted and selective discrimination.

We believe that this was shameful, cynical, direct and purposeful discrimination that violated our rights as humans, showed us to be lesser or unequal to the others in the same line and put us at a dangerous disadvantage, because this might be perceived, or given the notion that advantage can be taken of a particular group of people, or of a particular country.

We felt lost, confused, ashamed and disgruntled to say the very least.

Neverthless, we complied with their request politely, knowing that this treatment was never necessary and beyond cynical, it was direct discrimination against us.

This led to us being affected emotionally and psychologically, during and after this discriminatory event.

As a result of this at the same time we did not gather the idea to take the names or badges of this lady or the gentle man that searched us and treated us in such a discriminatory, shameful, disrespectful, and disadvantageous manner.

The team at MIA is completely disorganized, vaguely rude, and caused me to wait an extra hour outside of security (where there is no available seating or decent amenities) because of this misdirection. They told me I had to get out of line and wait for a later time for my flight to start - waited right next to the line. Realized as the flight that had been getting checked in was close to departure and a huge line still - IT WAS MY FLIGHTS LINE! Had they not booted me I would have been in the front but here I am, wasting even more time due to their poor directions and lack of concern or consistency. I do not plan on flying with cayman again if I can at all avoid it. 3 flights now with Cayman and I have been consistently dissatisfied but this really took the cake today.

My trip to the Cayman Islands was cancelled months ago due to the Islands were not open to US travelers. I was only given a credit and not a refund for my flight. I do not know if I will be traveling to the Caymans again, so a credit does not help. I have sent MANY emails requesting a refund, which every other airlines has providing due to Covid closings. Why can I not get a refund for my round trip flights? Right now, I have NO desire to ever go to the Cayman Islands because of my experience with Cayman Airways. This is a poor way to treat customers.
Below is the flight information that I did have and the cost of my ticket:
12/25/21 - Flight #KX4425 - from Grand Cayman to Little Cayman
1/1/22 - Flight #KX4422 - from Little Cayman - stop over in Cayman Brac - to Grand Cayman
Total price - $184.38

The cancelled reservations are kxfiay and qzk aad on april 21. I was told four weeks for the credit back to my cc on file that was used to pay for these family reservations under the last names of telese, morrison and furletti. I would like to know when I will be receiving this credit before I file another complaint againt cayman...
Joseph telese
[protected]

I am writing to complain about my recent journey to and from Grand Cayman with Cayman Airways.

Firstly, I missed my flight to Grand Cayman from Miami on 3rd February 2020, this was due to a long delay in passport control and I was not able to jump the queue for my connecting flight despite a nearly 2 hour stop-over, I got to the gate at around 19:05 and was told my online/mobile boarding pass was not valid and I would need to go to the desk. However, when I ran to the desk there was not a single member of staff from Cayman Airways available to assist me, another gentleman was at the desk in a similar situation and he was informed by your airline that the flight had left 20 minutes early and we would need to pay approx 100 dollars to change to the next flight the following day. I could not get through to the airline on the phone and I waited at the airline desk for about an hour and a half, I then booked to fly with American Airlines for the next day because their tickets were being sold for £60.90 online, I am sure you can understand why I went with the less expensive option to get to my holiday destination.

On Monday 10th February 2020, I was due to return home from Cayman on the 16:50 flight. I understand that the cancellation of this flight was not directly the airline's fault and that it was due to an issue with the runway being damaged, however I had checked in online for the flight the day before and when at the airport I was given a printed boarding pass and proceeded to departures without issue.

The next morning when I had not heard from Cayman airways re. the rescheduling of this flight, I phoned the Reservations department and was told that because I missed my outgoing flight from Miami to Grand Cayman, that my ticket was no longer valid as I missed a flight in a sequence. I queried why I had been able to check in the day before but was not given an explanation and was told that this could not be explained and it might be a mistake with the computer system. I was then advised that i would need to pay 100 dollars to get on the flight that day, I said that I would need to look into options to see what an affordable option would be as I had 2 connecting flights to catch which I missed due to the airport issue, again, Cayman Airways refused to help me with this because my ticket was apparently not valid despite letting me check-in and go through to departures the day before. If there had been a genuine issue with my tickets not being valid, this should have been made clear to me at the check-in desk when I received my printed boarding pass but it was not. I had been at the airport for nearly 3 hours the day before in departures and not once was the issue of my ticket being valid raised.

As you can imagine, this caused me a high level of emotional stress and panic because I had to pay for an entire new homeward journey without any sympathy or help from Cayman Airlines, I also had to make arrangements independently to stay in Cayman for an additional 2 nights in order to book an affordable homeward journey, as well as making arrangements in Miami to stay overnight in a nearby hostel. I am extremely disappointed by how I was treated by the airline, I requested ten days ago to them directly that I am reimbursed for the $211.93 US dollars that I paid for these flights as compensation but I have not yet heard back. I am still looking to have this money refunded.

On dec 27 flight 606 I was flying from grand cayman to Jamaica. During that time whilst seated at 12 D,
An air stewardess by the name SCCM Shannon Combes proceeded to remove a bag that was clearly beyond the allowed weight and size of carry on luggage. Before removing the hand luggage she indicated to the owner of the gentleman that the bag was overweight. She proceeded to take the bag down unassisted and dropped the bag on top of my head.
My response indicated that I had been hit.
Her reply was "I'm sorry" and quickly moved on.
She did not make any Enquiries as to my wellbeing or make any attempts to make any amends for the potential damage that might have and had been caused.
I calmly waited until after we had taken off to see if anyone would apologize. Ultimately I request to speak with Ms Combes who indicated that she did not realise that the bag had hit me. I stated that had she asked I would've indicated that I had been hit
While I appreciate that this was unintentional her underwhelming response left me feeling very upset beyond the physical pain caused by the impact itself

I was traveling with persons that are more than happy to attest to the fact that this event took place. I also did due diligence to inform the hostess that I would be filing a complaint against her.

I am appalled that as a long standing patron of the Cayman airways that any person would be dismissed in the manner in which I was.

I thank you in anticipation for the due compensation and appropriate apology owed for the physical and emotional damage caused by your staff and their clear disregard for the protocol in place to avoid instances like this from taking place in the first place. If there is no response, I am quite happy to escalate this matter further

Leanne.[protected]@gmail.com
+[protected]

My name is Tracey Black and I traveled on flight 601 on Saturday morning with seven other family members to visit a convention held by Bishop Dolbert Clarke. This was my first time traveling with your airline and I am very disappointed at the way one of your flight attendant communicated with me and other persons on the flight.
Her facial expressions and tone was not pleasant. It was as if she did not want us on the flight. My daughter was overlooked and was not given a drink and I got her attention and ask that for a drink for my daughter and the way she responded to me was very condescending.
I have traveled other countries and have used other airlines and the service of a flight attendant was never like this. I had to call the flight attendant and spoke with her about it. She apologized and said she would speak with her.
When a service is paid for, it is expected to be given in kind spirit irrespective of who you are and where you are from. Truthfully I felt as though I was looked down on. I know for a fact that I was talked down to and I don't appreciate it.
Thanks much for hearing me out.

I am so irate I could scream. Here I booked a surprise holiday trip for my mom, cousin and I from Grand Cayman to Roatan and back and EACH supposed easy, 1+ hour leg has been a complete disaster. We traveled to Roatan on Dec 14 - OVER 6 HOURS to get there (not including the check-in prior to the flight. The cabin was complete chaos - no one knew what they were doing, the flight attendants were dazed and confused, and apparently there was improper paperwork pertaining to customers when we arrived in la ceiba. I mean really? I think 4 flight attandants had to count and recount the cabin 7 times before they could get it right. You had time to christen the plane in la ceiba and Roatan with water trucks with your 737 maiden voyage, but not take care of the timing, schedule and overall comfort of your passengers?

To add insult to injury, our return flight was moved to depart a DAY EARLY, then the departure time was changed twice without ample notice that would have allowed us to remain in comfortable surroundings WITH FOOD. My mom is 77 and exhausted and cold and we now have to sit at the gate for two more hours with a new departure time of 9:50 pm we did not know about.

This is not the first time I've experienced this - on a trip to Cuba last year we were delayed in cayman 6 hours without ample notice.

I could have made three trips to Europe in each of these cases and it's not like your rates, service or equipment make up for any of these shortcomings. In each of these cases you should have compensated your passengers for all of the trouble.

I am utterly disgusted and frustrated and will avoid flying with your airline at all costs.

Yesterday I flew out on AC972 to Toronto from Grand Cayman. I had a connecting flight to Kingston, Ontario and needed to clear customs before that flight. I asked the woman at the checkin counter to please put a priority sticker on my bag. She said I had enough time for the bag to be transferred to the connecting flight. I told her I would really appreciate it as I had trouble on my incoming flight and my bag was lost for 8 days. During this interaction she tilted her head, leaned over on the kiosk and said, are you raising your voice to me. She was very confrontational and I was quite taken a back. I told her no I was not and that it is not my style. I told her I would appreciate the sticker. She had no compassion or understanding given my previous experience on the incoming flight. I found her behaviour to be rude and inappropriate. I did not feel comfortable raising this at the time as I was afraid she would not allow me to fly. I had a simple request, I have never requested this and only did because of the previous delay. She did end up putting the sticker on my bag, for which I told her I appreciated it very much. This was an upsetting interaction, and I do not feel this woman's attitude was called for.

On friday 13, 2017 I was on flight kx793 with my wife and son from jfk. And as I always expect the flight not to be a full one. However, I was a little disappointed with the flight attendants that work the coach area. But before I even talk about them, the moment you walk on the plane, it has the foul smell like a cesspool. It’s an embarrassment to our national airline and that needs to be addressed because I was not the only one talking about it.

Now back to these two flight attendants – after the plane took off and about 20-25 minutes they start serving snacks and that was okay to an extent. I ask for some coffee and when you ask for coffee you expect it to be hot or even a little warm. It was none of the above; it was so cold that I told my wife this is not cayman airways and I don’t know who these people are that are serving us.

An hour into the flight, I pressed the call button because my wife ask me for a pillow and a blanket because she never thought inside the plane would be so cold and she wants to wrap the baby up while he was sleeping. Five minutes pass, no one came – ten minutes pass, still no one. The clock keeps ticking, still no one. I have to get up out of my seat and walked to the back of the plane just to find the two flight attendants one sleeping and the other reading a book. I ask one of them and she said. "we don’t have none today".

The most disappointed part of this flight is that after they serve and collect the garbage, they never once come back and ask the passengers if they were okay. Very sad!

Going forward, I rather pay for my luggage, seats and meal on another airline than take cayman airways. This is not the first time it happens and the pilots; no one can understand a word they say over the intercom. It’s an embarrassment to the cayman islands and these little hood rats, they hired as flight attendants, needs to be replaced. They have not etiquettes, make a mockery of our airline.

My mother, Sheila Garnham (85), returned to the UK yesterday using Cayman Airways to Miami and Virgin Atlantic to London but was completely let down by Cayman Airways as there was no wheelchair assistance provided in Miami. Aside of the flight being about an hour late, this meant that she had to walk through Miami airport and ask for assistance from others when she was struggling. She only just made it to her onward flight.
I am her son who arranged this trip for her and was appalled by the how this could happen. Incidentally I do not expect a response reflecting that Cayman airways contracts this out so it is not their problem as we have clearly contract with Cayman Airways only and therefore it is the airline's responsibility.
I expect a complete response as to how a competent airline can allow this to happen together with how you propose to compensate her for this disaster.
Sincerely
Robin Garnham
[protected]@hotmail.com

On Aug. 13, I was supposed to fly from Cayman Brac to Grand Cayman on Cayman Airways. Not only was the plane we were supposed to be on was broken, but the plane before ours was also broken. That left hundreds of people unable to make connecting flights in Grand Cayman. We were told that one of the Cayman jets was going to "kindly" get us to Grand Cayman at 1:00. Didn't happen. We were "kindly" picked up at 6:00 pm, which insured ALL of us didn't make connecting flights. We were told we would be put up for the night by Cayman Air and when we got to GC, we should talk to gate official. She informed us that if we didn't have just ONE ticket from our starting point to "The Brac", they weren't responsible for putting us up overnight. I live in Maine and there is NO way to have just ONE ticket from Maine to Cayman Brac ! DUH! AND, since I had to get a new flight with American Airline because of the fault of Cayman Air, I had to pay an additional $450 for my husband and I to get home. Oh yeah, Cayman Air "kindly" gave us distressed travelers rates at Holiday Inn in Grand Cayman. That was $165, plus $90.00 for taxi from airport and back the next morning! What is wrong with people?!?!?!?!?!?!? Add that all up and you can see how each and everyone of us had to pay nearly $700 more for a dive trip to Cayman Brac, where there was nary a fish to be seen! SHAME on all of you! I see I wasn't suppose to use capitals, but this definitely calls for them. You owe me $700. AND I will never visit your country again and will make sure this message is on EVERY social media site I can find. Thanks for treating my husband and I like trash!

I am writing in reference of Customer care at Cayman Airways did not give the proper information. I went in to the main office to purchase a ticket I was not ask how I would be traveling if it was by waiver or a visa i was just ask where i was going i am traveling to Colombia -Cartagena so i will be traveling threw Miami i was told by an agent that i am obligated to know that i can't travel from Colombia to Miami on a waiver i need to someone to tell me how am i suppose to know that i mean that's why i went to an agent to advised me of what to do i am very disappoint because now i have to change my ticket which will cost me more money because i was not advised i feel like i made a big mistake going threw Cayman Airways because I don't think its fare to have to spend more money to have this changed agents at Cayman Airways needs to advise customer on what the procedure on purchasing a ticket by what they are traveling on by visa or waiver. I am going into the main office at Cayman Airways on Monday to sort this out i am very upset and i need to be dealt with fairly my name is Trifina Challenger my phone number is #924-5812/ 939-3218

8/6/2016.

On Tuesday, July 21, my American Airlines flight from Miami to Grand Cayman was canceled. My flight companion and I got in touch with AA and they kindly booked us a ticket with Cayman Airways just hours later - the only other flight to Cayman that evening. We hurried to the Cayman Airways terminal to grab our tickets and check our bag, and the attendant immediately started laying into us before we could so much as walk up to the window and say our names. She refused to take our bags and let us on the plane even though we had a reservation and were there before the window closed. This complaint is less about the fact that she wouldn't let us on and more about her attitude. I can understand if she was simply doing her job, but she spoke to us - more like yelled - in the most unprofessional manner. She jabbed her finger in our faces, cut us off as we calmly tried to tell her that we had tickets for the flight, and didn't even give us a chance to explain our situation. She threw her hands in the air and stormed away. Mind you, she let the couple before us get on the plane.

We stepped away and started making phone calls, only to look over and see her letting two other people who were in line with us - BEHIND us - get on the plane. I asked one, to confirm, if she was really getting on and she said yes. So, I asked the desk attendant what her name was and she shouted that she wasn't going to say her name loudly across the room (only after ignoring me the first three times I asked)... so I stood directly in front of her and asked her name. 'Beverly' she responds, without looking away from her computer. I said 'I thought the window was closed, why did you just let those two women get on the plane?'

She seriously had the audacity to shout 'WHAT WOMEN? I DIDN'T LET ANYONE"

Um, really? Because those two people are getting access to the gate as we speak, and they were standing in line with us.

She continued to argue with me and I went on to tell her that not only was she preventing us from getting on the flight but she was being incredibly rude about it. She denied the fact that she was being rude, and when I countered, saying that she was impolite and yelled at us from the moment we walked in her direction, she said 'you have no idea what I have been through today, everyone is giving me problems because American Airlines canceled their flight..."

I said, "I don't care what OTHER people are doing, it has nothing to do with us. You were rude before we could even give you our names so you could look up our records! You've been yelling since we walked into your line!"

It takes a LOT for me to get confrontational, and I can tell you that this was easily the most unprofessional and rude representative that I have ever experienced in any type of customer service situation. Not only will I avoid flying with Cayman Airways because of Beverly, but I plan to make sure that her name is plastered on any complaint forum that I can get my hands on. Her behavior was so shocking and inappropriate - she is the last person that should be a face for ANY company. SO RUDE.

REP: Beverly
LOCATION: Miami International Airport
AIRLINE: Cayman Airways
DATE: July 21, 2015 around 8:30PM