Caribbean Airlines welcomes on board our customers with specialized needs and ensures that you have a comfortable, dignified, hassle-free experience with us.
Oxygen Service
This service is available to customers who require oxygen whilst in-flight as stipulated by their doctor.
My doctor tells me I need oxygen when travelling, who should I contact?   What documentation do I need to complete?   Is there any cost for this service?
Before you request this service, your flight reservations for the entire journey on Caribbean Airlines must be confirmed. We recommend you give us at least one week's notice to make the required arrangements.

If medical oxygen is required in-flight, you will not be permitted to use your own oxygen supply. Oxygen must be supplied by Caribbean Airlines.
  An Incapacitated Passenger Handling Advice (INCAD) must be completed by your doctor and endorsed by a Caribbean Airlines company doctor before you can be accepted for travel. The INCAD form is available from any of our reservation offices.   According to your doctors' recommendation, you are provided with the required amount of oxygen prescribed. The cost per bottle is US$50.00 plus any applicable taxes. This amount is non-refundable even if the oxygen is not used on the flight.
 
 
Meal Selection

We take our passenger's tastes into consideration by incorporating both Caribbean and International cuisine in our menus. We also cater for passengers with special dietary requirements. Special Meal requests are to be made no later than forty-eight (48) hours prior to departure. Our meal choices may differ, or may not be offered depending on your point of departure.
Below is a list of meals you can request prior to travel. We also offer an extensive range of beverages on our long-haul services for your in-flight enjoyment.

Beverage Service

Non-Alcoholic beverages

These are offered complimentary in all classes of service on all flights:

Fruit Punch
Fruit Juices
A wide variety of Sodas including diet sodas
Tea
Regular/Decaffeinated Coffee

Alcoholic beverages

A selection of wines, spirits, cocktails and beers are offered complimentary in our Business Class cabin and for a nominal charge in Economy Class.

DIETARY NEEDS
We offer our Business or Economy Class passengers the choice of ordering a diabetic or vegetarian meal prior to travel.

Our diabetic meal is sugar free and low in carbohydrates and our pure vegetarian meal does not contain seafood, diary, eggs, honey, or gelatin.

These meal choices are available to passengers departing Toronto, New York, Miami, Ft. Lauderdale, Kingston, and Port of Spain.

Economy class passengers with allergic reactions to specific ingredients such as peanuts and shellfish can request a special meal indicating the ingredient(s) they are responsive to.
BUSINEES CLASS ENTREES
We offer our Business Class passengers the option of ordering their meals, 24 hours prior to the flight's scheduled departure time. You may select your choice of entree from our menu listed below or, should you have a special dietary requirement such as vegetarian (VGML), diabetic (DBML), allergic reaction or other, be sure to advise the Customer Service Agent. Vegetarian (VGML) and diabetic (DBML) meals can be selected when booking online.

Meals types vary according to your time of travel. The menu below shows the in-flight service to/from our various destinations. We encourage you to place your order early via our Call Centre or when booking online. Email requests can be made via email if your date of departure is 4 days or more.
NORTHBOUND

ROUTE

FLIGHT

MEAL TYPE

ENTRÉE/SNACK OPTIONS

POS/JFK
POS/MIA
POS/YYZ

420
422
428
484
522
606
610

HOT BREAKFAST

POACHED EGGS: MORNAY SAUCE, TOAST, SPINACH, TOMATO
or

WHITEFISH CHOKA: FRIED PLANTAIN, SPINACH

SPML-VGML: POTATO, CURRIED CHANNA, SPINACH, TOMATO

POS/KIN
POS/JFK
POS/FLL
POS/MCO
POS/YYZ

414
416
418
424
454
456
458
480
482
488
600

LUNCH/DINNER

SPINACH-STUFFED CHICKEN BREAST: MUSHROOM SAUCE, RICE, BROCCOLI, CARROT
or

GRILLED BEEF TENDERLOIN: PEPPERCORN SAUCE, POTATO,VEGETABLE MEDLEY
or

COCONUT-CURRY PRAWNS:DHALPURI ROTI, CURRIED CHANNA, SPINACH, PUMPKIN CHOKA

SPML-VGML: TOFU KEBAB, TOMATO SAUCE, RAVIOLI, SHIITAKE MUSHROOMS, SNOW PEAS

POS/JFK

520

HOT SNACK

CHICKEN SNACK: SPICY CHICKEN BREAST AND PEPPER JACK CHEESE SANDWICH
or

FISH SNACK: COCONUT BAKE WITH SALTFISH BULJHOL

SPML-VGSNK: COCONUT BAKE WITH SPICY VEGETABLES AND VEGETARIAN CHEESE

POS/GEO
POS/PBM

461
483
883

COLD SNACK

BEEF SNACK: SPICY BEEF AND VEGETABLE WRAP

SPML-VGSNK: SPICY TOFU AND VEGETABLE WRAP

POS/GEO
GEO/POS
PBM/POS

425
484
522
661
884

CONTINENTAL
BREAKFAST

CONTINENTAL BREAKFAST: FRESH FRUIT, CROISSANT, DANISH PASTRY

SPML-VGSNK: FRESH FRUIT, CROISSANT, DANISH PASTRY

GEO/POS

424
462
662

TEA SNACK

TEA SNACK: FRUIT SCONE, CAKE

SPML-VGSNK: FRESH FRUIT, DANISH PASTRY

 
SOUTHBOUND

ROUTE

FLIGHT

MEAL TYPE

ENTRÉE/SNACK OPTIONS

JFK/POS

521

HOT BREAKFAST

DENVER OMELETTE: TURKEY BACON, POTATO
or


MUESLI FRENCH TOAST: TURKEY SAUSAGE, TOMATO

SPML-VGML: PANEER CHEESE, POTATO CAKE, PURI BREAD

KIN/POS

415
417
419
455
457
459

LUNCH/DINNER

JERK CHICKEN: MANGO RELISH, POTATO, BROCCOLI, PUMPKIN
or

BEEF BOURGUIGNON (RED WINE BEEF STEW): CREAMED POTATO, PAK CHOY, PUMPKIN
or

GRILLED SNAPPER FILLET: LEMON-CAPER BUTTER, CALYPSO RICE, ASPARAGUS, SQUASH

SPML-VGML: PASTA, TOMATO SAUCE, BROCCOLI, ROASTED VEGETABLES

JFK/POS
FLL/POS
MIA/POS
MCO/POS

421
423
429
481
483
485
489
523

LUNCH/DINNER

CHICKEN KORMA (CURRY): CARROT-RAISIN BASMATI RICE, SPINACH PANEER,
or

BEEF BOURGUIGNON (RED WINE BEEF STEW): POTATO, VEGETABLE MEDLEY
or

CRABCAKES WITH PINEAPPLE-SWEET & SOUR SAUCE: PLANTAIN PIE, CALLALOO

SPML-VGML: CALLALOO, RICE, MANGO-PINEAPPLE CHUTNEY

YYZ/POS

607
611

LUNCH/DINNER

GRILLED CHICKEN BREAST WITH BBQ SAUCE: YAM, ZUCCHINI, TOMATO
or

GOAT CURRY: BASMATI RICE, LENTIL DHAL, PANEER WITH GREEN PEAS
or

LEMON-PEPPER CODFISH: POTATO, BROCCOLI

SPML-VGML: BASMATI RICE, LENTIL DHAL, PANEER CHEESE WITH GREEN PEAS

JFK/POS

425

HOT SNACK

CHICKEN SNACK: JERK CHICKEN KEBAB, SWEET POTATO BISCUIT
or

TURKEY SNACK: TURKEY SAUSAGE, VEGETABLE SAMOSA, SPINACH, COCONUT BALL

SPML-VGML: VEGETABLE WRAP WITH SPICY RELISH

YYZ/POS

601

HOT SNACK

CHICKEN SNACK: CHICKEN WITH BARBECUE SAUCE, VEGETABLE QUICHE, SPINACH
or


SHRIMP SNACK: JERK SHRIMP, BLACK BEAN QUESADILLA ROLL, POTATO, ZUCCHINI

SPML-VGSNK: BLACK BEAN QUESADILLA ROLL, POTATO, ZUCCHINI, TOMATO, ASPARAGUS

Please note that the above menu is valid from 01 July 2011 to 30 September 2011
 
ECONOMY CLASS ENTREES

We offer our Economy Class passengers the following entrees. Should you have a special dietary requirement such as vegetarian (VGML), diabetic (DBML), allergic reaction or other, be sure to advise the Customer Service Agent. Vegetarian (VGML) and diabetic (DBML) meals can be selected when booking online.

NORTHBOUND

ROUTE

FLIGHT

MEAL TYPE

ENTRÉE/SNACK OPTIONS

POS/JFK
POS/FLL
POS/MCO
POS/MIA
POS/YYZ

420
422
428
480
482
484
488
500
522
606
610

HOT SNACK

COCONUT BAKE WITH WHITEFISH CHOKA AND SHADON BENI SALSA

SPML-VGSNK: COCONUT BAKE WITH FRIED PLANTAIN AND SPINACH

POS/KIN

414
(TUE/THU ONLY)

HOT SNACK

FISH SNACK:COCONUT BAKE WITH WHITEFISH CHOKA AND SHADON BENI SALSA
(or)

VEGETARIAN SNACK:COCONUT BAKE WITH FRIED PLANTAIN AND SPINACH

SPML-VGML:COCONUT BAKE WITH FRIED PLANTAIN AND SPINACH

POS/JFK
POS/YYZ

424
600

LUNCH/DINNER

JERK CHICKEN, RED BEANS AND RICE, SPINACH

SPML-VGML: JERK TOFU CHUNKS, RED BEANS AND RICE, SPINACH

POS/KIN

414
416
418
454
456
458

LUNCH/DINNER

CHICKEN: JERK CHICKEN, RED BEANS AND RICE, SPINACH
or

VEGETARIAN: JERK TOFU CHUNKS, RED BEANS AND RICE, SPINACH

SPML-VGML: JERK TOFU CHUNKS, RED BEANS AND RICE, SPINACH

POS/JFK

520

COLD SNACK

CAKE & CRACKERS

SPML-VGML:PITA BREAD WITH VEGETABLE MEDLEY

POS/GEO
GEO/POS
POS/CCS
CCS/POS

484
522
300/301
310/31
1

PACKAGED SNACK

YOGHURT/FRUIT BAR

 
SOUTHBOUND

ROUTE

FLIGHT

MEAL TYPE

ENTRÉE/SNACK OPTIONS

KIN/POS

415
417
419
455
457
459

LUNCH/DINNER

CHICKEN: SWEET & SOUR CHICKEN, FRUITY RICE, PAK CHOY
or

VEGETARIAN: FRUITY RICE, PUMPKIN RAGOÛT, PAK CHOY

SPML-VGML: FRUITY RICE, PUMPKIN RAGOÛT, PAK CHOY

KIN/POS

415
(TUE/THU ONLY)

HOT SNACK

CHICKEN SNACK:SCOTTISH BAP WITH BARBECUE CHICKEN
(or)

VEGETARIAN SNACK: VEGETABLE SANDWICH

SPML-VGML: VEGETABLE SANDWICH

YYZ/POS

607
611

LUNCH/DINNER

BARBECUE CHICKEN: VEGETABLE RICE

SPML-VGML: BASMATI RICE, LENTIL DHAL, PANEER CHEESE WITH GREEN PEAS

JFK/POS
FLL/POS
MIA/POS
MCO/POS

421
423
425
429
481
483
485
489
501
521
523

HOT SNACK

TURKEY & CHEESE SANDWICH

SPML-VGSNK: POTATO-VEGETABLE WRAP

YYZ/POS

601

HOT SNACK

CHICKEN SANDWICH

SPML-VGSNK: VEGETABLE SANDWICH

 
Please note that the above menu is valid from 01 July 2011 to 30 September 2011
 
 
Wheelchair Service

All Caribbean Airlines airport offices have wheelchairs available for our customers. At North America, UK, and Trinidad, jet bridges are used. At all other stations, special equipment is provided to board customers who cannot climb the stairs of the aircraft.

This service is extended to elderly passengers, passengers with minor leg or foot injuries or any passenger whose mobility is hampered and would experience discomfort in boarding the flight in the usual manner.

What types of wheelchair services do Caribbean Airlines offer?

We offer three types of wheelchair services. They are:

Ramp (WCHR)

Passengers who are able to ascend/descend aircraft steps and make own way to/from the cabin seat.

Steps (WCHS)
 
Passengers who are unable to ascend/descend steps, but are able to make own way to/from the cabin seat.

Cabin (WCHC)

Passengers who are completely immobile and require carrying or support to/from the cabin seat. This type of service will require you to complete an Incapacitated Handling Advice Form (INCAD). Passenger must be accompanied by an able/responsible adult.

Who do I contact and what documentation do I need to complete?

You are required to complete an Incapacitated Handling Advice Form (INCAD), and indicate which type of wheelchair service is needed. If you need Cabin/WCHC service, the form is to be completed by your doctor and if necessary, endorsed by a Caribbean Airlines company doctor, before you are accepted for travel. The INCAD form is available from any of our reservations offices or as a PDF download.

How much notice do I need to give Caribbean Airlines?

We recommended you make your request at least two weeks prior to your flight departure, except in the case of Ramp/WCHR requests, which requires at least 24 hours notice. Airport wheelchairs are in great demand during busy travel periods. Our airport personnel will appreciate your patience while waiting for one to become available. 

Is there any cost for this service?

Caribbean Airlines provides this service free of charge. We will check-in your personal wheelchair free of charge along with your luggage. Battery-powered wheelchairs, with dry cell, wet cell, gel cell, or non-spillable electric storage batteries, are acceptable, but certain safety procedures are to be followed in preparing the wheelchair for carriage. Guidelines are found in our dangerous goodssection. Our Reservations personnel will be happy to answer any specific questions you may have. Caribbean Airlines will also provide you with an attendant at no additional charge to assist you in moving through the airport.

Using your own wheelchair

Caribbean Airlines is happy to accommodate customers who prefer to use their own wheelchairs to, from the gate area, and during lengthy layovers. Where the connecting time between flights is short, you may prefer to use our wheelchair service to expedite transportation to the connecting flight.

Apart from the types of wheelchairs we offer, the following are the other types of wheelchairs available, and fall into one of the following categories:

Dry Cell Battery (WCBD)
 

Wheelchair to be transported by the passenger which may require advance
notification/ preparation, assembly or disassembly. Weight and dimensions may
be specified. Wheelchair and battery must be claimed and rechecked at each 
interline transfer point - required only for use by / between US carriers.

Wet Cell Battery (WCBW)

Wheelchair to be transported by a passenger. May require advance notification / 
preparation, assembly / disassembly. Weight and dimensions may be specified. 
Wheelchair and battery must be reclaimed and rechecked at each interline 
transfer point - required only for use by / between US carriers.

Manual Powers (WCMP)
 
Wheelchair to be transported by a passenger. Weight and dimensions may be
specified - required only use by / between US carriers.


Your personal wheelchair or mobility aid will only be accepted as checked baggage on Caribbean Airlines aircraft and must meet the following requirements -
1. All Dry Cell batteries used in the said wheelchair or mobility aid must meet the requirement of IATA dangerous goods regulations for dry batteries; the batteries must be disconnected; the battery terminals must be insulated to prevent accidental short circuits; the batteries must be securely attached to the wheelchair or mobility aid.
2. The wheelchair or mobility aid with spillable batteries must be loaded, stowed, secured and unloaded always in an upright position, the battery disconnected, the battery terminals insulated to prevent accidental short circuits and the battery securely attached to the wheelchair or mobility aid.
3. If the wheelchair or mobility aid cannot be loaded, stowed, secured and unloaded always in an upright position, the battery must be removed and the wheelchair may then be carried as checked baggage without restriction. The removed battery must be carried in strong, rigid packaging as follows:
Packaging must be leak-tight, impervious to battery fluid and be protected against upset by securing to pallets or by securing them in Cargo compartments by using restraining straps brackets or holders..
Batteries must be protected against short circuits, secured upright in these packaging and surrounded by compatible absorbent material sufficient to absorb their total liquid contents.
Packaging must be marked – “battery, wet, with wheelchair” or “battery, wet, with mobility aid” and be labelled with the corrosive label and with the package orientation label

Wheelchairs/mobility aids with gel type batteries do not require the battery to be disconnected provided the battery terminals are insulated to prevent accidental short circuit.

Note: - Dry batteries are sealed, non-vented batteries of the type used in flashlights or for operation of small apparatus. They contain zinc salt and other solids, or may be of nickel cadmium type or other combinations or metals.

 
Seeing and Hearing Aid Dogs

Guide dogs accompanying a visually or hearing impaired passenger may only be accepted onboard providing they are safely contained and accompanied by valid health and vaccination certificates as applicable. They need to have valid entry permits and all of their other documents need to be in order.

Who do I contact?

At the time you are making your reservations you will need to inform Caribbean Airlines at least 7 days prior to your date of departure, so proper arrangements could be made with the relevant authorities.

What will it cost?

Guide Dogs will be carried free of charge when accompanying passengers who are dependent on them, irrespective of weight.

Conditions of Carriage

These dogs must be muzzled and harnessed while positioned at your feet in the cabin. If possible, an empty seat may be kept for the dog so that it will not inconvenience the other passengers or the flight attendants in the performance of their duties.  

Under certain operating conditions, such as long haul non-stop flights, or on certain types of aircraft, it may be impractical to carry a dog on the aircraft.  Under such conditions, transportation in the cabin will be refused and the dog will be transported as Cargo.

Immigration Precautions

To the United Kingdom

When guide dogs are being transported to the United Kingdom, they can only be carried in a nose and paw-proof crate or a container manifested by Cargo and covered by an Air Waybill.

Transiting Barbados

When transiting pets and live animals through Barbados, a transit permit must be obtained from immigration. This is required even if animals are not due to be offloaded. If you change flights in Barbados, a government officer must be present if this transfer of flights takes place outside government hours of 08.15-16.00 or on weekends/holidays. A fee of US$50.00 is required in such cases.

Entering and Transiting Antigua and Barbuda

When entering or transiting pets and live animals into or through Antigua and Barbuda, a permit must be obtained from the Veterinary and Livestock division in Antigua as well as, all of their entry requirements must be met. If you wish to import your animal into Antigua and Barbuda please contact the division by phone or fax + 268 460 1759. Your pet or live animal will be denied entry without the proper documentation.

What documentation do I need to complete?

You will be required to supply our reservations agent with the following information:
1. Animal's itinerary
2. Description of the animal
3. Number of animals
4. Origin of animal

Caribbean Airlines is not responsible in the event an animal is refused entry into, or passage through any country. The owner assumes all risks of injury to, sickness or death of any such animal accepted for transportation.

 
 
 
Web Check-in Guide
Web Check-In (WCI) will enable you to reduce lengthy time spent in airport queues. The service is now being offered for revenue passengers:
With electronic tickets
Travelling on all flights operated by Caribbean Airlines
Travelling in groups of less than 10 passengers
Persons who wish to check-in between 3-24 hours before the scheduled departure
 
Features

You may use the facility to: 

Check-in
Select or change your seat during check-in
Print your check-in confirmation and your boarding pass
 
Restrictions
Web Check-In will not be available for:
Travel on interline flights or code-share flights i.e. other Airlines' connections or flights
Standby listing on flights. Check-in for standby listings must be done at the airport

Certain Special Service need passengers, e.g. passengers requiring wheelchair assistance or oxygen, will be permitted to use Web Check-In, but:

Will be required to collect their boarding pass at the airport check-in counters, and
May only be able to change their seat assignment at the airport check-in counters
 
Information Required
Prior to Web Check-In, please have the following available items:
Your electronic ticket number OR reservations record (PNR) reference OR Caribbean Miles membership number OR credit card number
First and last names of all passengers. The name must match your reservations record
The flight number and the departure date
The origin departure city
Passport and other travel documents
If travelling to the U.S., your destination address and your country of residence address
 
How to Use Web Check-In
Web Check-In is a simple process regardless of your destination.
 
Passenger Travelling to the U.S.
 
Web Check-In is a simple process regardless of your destination
Select the passenger(s) you wish to check-in and select their gender
Select the flight for which you wish to check-in (if more than one flight exists in your reservation)
Advance Passenger Information (API):
  Passport – Enter your name as it appears on the passport, date of birth, gender, country of citizenship, passport number, passport country of issue (should match country of citizenship), and passport expiry date
  Residence Address (required by U.S. Customs and Border Protection) – Enter the country of which you hold legal residence status or nationality 
  Alien Registration Card (if applicable) – Enter your name as it appears on the card, date of birth, gender, country of citizenship, Alien Card number, Alien Registration country of issue (should say U.S.A.), and Alien Registration expiry date
  Destination Address (required by U.S. Customs and Border Protection) – Enter the address of where you will be staying in the U.S.
  Emergency Contact (only required for U.S. nationals) – Enter the name and telephone number of your emergency contact person
Review your Confirmation Details:
  Change your seat selection if desired
  Enter or change your Caribbean Miles membership number
Print your boarding pass
 
At the Airport
Please consult the table below to confirm whether you are required to proceed to our specially marked Web Check-In Counter at the airport, or whether you can proceed directly to the gate. You are required to check-in 3 hours prior to your scheduled departure flight time to ensure that sufficient time is allowed for the necessary baggage and security checks. 

Caribbean Airlines check-in counter closes 1 hour prior to the flight scheduled departure time. Failure to present yourself to a Caribbean Airlines representative at the check-in counter or at the boarding gate at least 1 hour prior to departure may result in your seat being cancelled and reassigned to another passenger. We encourage you to be on time.

 
Country Is there a
Web Check-
In Bag Drop
Desk?
Am I
required to
go in the
Check-in
Counter
even if no
bags?
If i have no
bags, where
am I required
to submit my
Departure Card?
Do I pay
Departure Tax
separately?
  Y/N Y/N   Y/N
Antigua Y N Immigration N
Barbados Y N Immigration N
Caracas Y Y Check-in-Counter N
Ft Lauderdale Y Y Check-in-Counter N
Georgetown Y N Immigration Y
JFK Y Y Check-in-Counter N
Kingston Y N Immigration N
Miami Y Y Check-in-Counter N
Montego Bay Y N Immigration N
Nassau Y N Immigration N
Orlando Y Y Check-in-Counter N
Philadelphia Y Y Check-in-Counter N
St. Maarten Y N Not required N
Toronto Y N Not required N
Trinidad Y N At Gate N
Tobago Y N Not required N
Paramaribo Y N Immigration N
* Required for non-residents only. If a resident no departure card is required.
 
 
 
Contingency Plan for Lengthy Tarmac Delays in the USA

To ensure minimal customer inconvenience during lengthy delays on the ground, Caribbean Airlines’ plan for providing customer comfort during irregular operations is outlined below.

Lengthy tarmac delays can result from unusually severe weather conditions, government-imposed operating restrictions, air traffic control issues, or other issues associated with the airport facilities. Even though these causes of lengthy tarmac delays are outside of Caribbean Airlines’ control, we shall coordinate with all appropriate agencies to ensure that the following policies will be implemented.

Caribbean Airlines will not permit an aircraft to remain on the tarmac for more than four hours without the opportunity for customers to disembark. This applies to both arriving and departing flights unless the pilot-in-command determines there is a safety-related or security-related reason precluding this, or Air Traffic Control advises that returning to the gate or other disembarkation point would significantly disrupt airport operations.
Caribbean Airlines will provide at least a snack and potable water, from the on-board catering supplies, no later than two hours after the aircraft leaves the gate (in the case of a departure) or touches down (in the case of an arrival) if the aircraft remains on the tarmac. If the pilot-in-command determines that safety or security considerations preclude this service, then this may not be provided.
Operable lavatory facilities will be available while the aircraft remains on the tarmac.
Adequate medical attention, if needed, will be available while the aircraft remains on the tarmac.
The flight crew will ensure that information on the status of the delay is available to the passengers on the delayed flight at least every thirty minutes while the aircraft is delayed, including the reasons for the tarmac delay, if known.
Caribbean Airlines will notify the passengers on the delayed flight beginning 30 minutes after scheduled departure time (including any revised departure time that passengers were notified about before boarding) and every 30 minutes thereafter that they have the opportunity to disembark from an aircraft that is at the gate or another disembarkation area with the door open if the opportunity to disembark actually exists.
Our plan will be coordinated with airport authorities, U.S. Customs and Border Protection, and the Transportation Security Administration at each of our U.S.A. stations and at predetermined diversion stations as appropriate.
Caribbean Airlines will make every effort to provide sufficient resources to deliver this plan.
 
Caribbean Airlines offers fare discounts to those who need to travel due to the death of a family member.
Policy
Bookings may only be made directly through the Call Centre or through a Caribbean Airlines ticket office. Bookings may not be made through a travel agency.
Eligible family members are: Spouse, Common-Law-Spouse, Parents, Siblings, Children, Grandparents and Grandchildren. Passengers with different name to deceased and/or common-law-spouse must show proof of relationship. Only birth certificate / marriage certificate / adoption certificate / declaration of common-law relationship / affidavit are acceptable. (same sex spouse privileges are only applicable in Canada at this time)
Copy of a death certificate is not required.
Information on the funeral home is required.
Discount is applicable to Business Class fare in J class only.
Discount is applicable to Caribbean Airlines' operated routes only (not applicable to code share routes).
Discount is 20% off applicable Y and J class fares only. Senior Citizens and Children discounts do not apply if the passenger receives a bereavement discount. Only one discount will apply.
Bookings may be combined with lower classes in either direction of travel; however the 20% compassionate fare discount will only apply to those sectors booked in Y or J class.
Date changes/cancellation penalties apply according to the fare rule.
Caribbean Miles may be accumulated using this fare.
Retroactive refunds will not be considered.
 
 
We are committed to providing safe, dependable and professional service to all our customers. We strive to make your experience with us positive, with the hope that you will continue to use our service in the future. Unfortunately, there are times when things do not go as planned. Our operation may be impacted by factors that are within our control and sometimes by factors that are outside of our control. This Customer Service Plan addresses a number of service goals that we have defined for ourselves, as your safety, comfort and convenience are our most important concerns.

Baggage Delivery
 
Caribbean Airlines is committed to delivering your checked baggage to you on time. If your checked baggage is delayed or misplaced, we will make reasonable efforts to ensure that your baggage is returned to you within 24 hours.  Please be advised that frequency of flights as well as Customs procedures at your destination airport may impact on delivery times.

If you are unable to locate your bag upon arrival, you should notify a Caribbean Airlines Representative before exiting Customs. At that time a report will be taken and you will be provided with a brochure explaining our baggage recovery process. You will also be provided with contact information for Caribbean Airlines for follow up.
 
Delayed Baggage
 
If your baggage is delayed, we will compensate you for reasonable expenses.
 
Lost Baggage
 
If your baggage is lost we will compensate you in accordance with the Montreal and Warsaw Convention where applicable.
We will also reimburse you for any fee charged to transport your bag if it is lost.
 
Refund of Baggage Fees
 
Should we fail to deliver a bag to you, that you have paid excess or overweight baggage fees and we enter into a claim for compensation of lost baggage, we will refund any fees collected for the transportation of this baggage.
 
Reservations
 
Reservations can be made on our web-site at www.caribbean-airlines.com, over the telephone through our Reservations Sales & Service Centre or at any of our City/Airport Ticket offices. There are no additional charges associated with reservations made by our Call Centre or at our Ticket Offices.

Customers calling Caribbean Airlines Reservations Sales & Service Centre or visiting our Ticket offices will be offered the lowest available fare for dates and times which you specify. Where the information is not specific, we will suggest a range of dates/ fares from which you may select. If we aware that lower fares are available online or elsewhere, we will inform you.

Reservations made on our web-site, at our Call Centres or Ticket Offices will be offered at the lowest available fare, exclusive of Internet only fares. If lower fares are available elsewhere, we will advise you. In the event that the lowest fare is not quoted, we will be responsible only for the difference between the fare quoted and the lowest available fare for which you were eligible at the time of booking.
 
Overbookings
 
Caribbean Airlines, like most airlines overbook flights. This is done as historical data shows that some people do not cancel their reservations when they change their travel plans.

If at departure time or during Check In we determine that there are more customers than seats available on the flight, we will ask for volunteers to give up their seat, in exchange for a seat on a later flight and compensation.  On rare occasions customers may be involuntarily denied boarding, if sufficient volunteers are not found.

In the event of involuntarily denied boarding, we will usually denied boarding based on Check- In time, however, our boarding priorities are (not listed in order)
 
Business Class Customers
Customers with Disabilities
Unaccompanied minors
Customers making Outward connections

Customers with In-bound connections

Fare paid
Customers who Checked- In on the web-site
 
Caribbean Airlines requires customers to Check-In for flights 3 hours (180 minutes) before scheduled departure as flights are closed 1 hour (60 minutes) prior to scheduled departure.

Caribbean Airlines will make available, Denied Boarding policy for voluntary and involuntary denied boarding customers and its compensation policies.  This will be available at all airports, ticket counters and our website at www.caribbean-airlines.com.
 
Cancellations, Delays and Diversions
 
Caribbean Airlines will notify customers of delays, cancelations and diversions and any other change in your travel itinerary in a timely manner. Notification may be given in any of the following forms:
via www.caribbean-airlines.com
via telephone
flight information display system
airport announcement
onboard announcements

Caribbean Airlines works hard to get you to your destination safely and on time, but weather, air traffic control and medical emergencies are amongst the reasons that may cause cancelations, delays or diversions...
 
Cancellations :
 
  1. 
We will do our best to contact you in advance regarding a flight cancelation using the contact information in your reservation.
  2.
We will work to confirm you on the next flight we operate that has seats available.
 
Delays :
 
When delays occur, we will make available, the most current and accurate information about the status of your flight, including:
 
  1.
We will explain the reason for the delay based on the information available.
  2. Update the information displayed at the airport.
  3. Make information on known delays available if you call us and on our web-site.
  4.
Depending on the nature of the delay, we will provide amenities to customers impacted by the delay
 
Onboard Delays :
 
Caribbean Airlines will not permit customers to remain on the tarmac for more than four hours unless the pilot-in-command determine there is a safety or security-related reason for remaining on the tarmac, or Air Traffic Control advises the pilot-in-command that returning to the gate or another disembarkation point elsewhere in order to deplane would significantly disrupt airport operations. Please see Caribbean Airlines Contingency Plan for Lengthy Tarmac Delays.
 
Diversions :
 
In case of a diversion, we will advise customers on board a flight the reason for diversion and the place we are diverting to..
 
Customer Amenities :
 
Caribbean Airlines will provide the following to eligible customers experiencing delays or cancellations at the airport:
  1.
Meals or snacks, as appropriate, for delays exceeding three (3) hours;
  2. Hotel accommodation, for delays exceeding six (6) hours.
  3. Ground transportation to and from hotel accommodation provided by Caribbean Airlines;
  4.
Ground transportation to place of residence provided at the customer’s request if such cost does not exceed the cost of hotel accommodation; and
  5.
Two brief telephone calls upon request.
 
 
Ticket Cancellations & Refunds
 
On tickets that permit refunds, Caribbean Airlines is committed to process refunds in a prompt manner; for eligible domestic and international tickets within 7 business days after receiving a complete refund request for credit card purchases, and within 20 business days after receiving a complete refund request for purchases made by cash or check, including any fees for optional services if you were unable to use the services due to an over sale situation or flight cancellation.

All refunds will be made to the original form of payment used for the ticket purchase, i.e. if you paid by credit card, the refund will be made to your credit card; if made by cash, a cheque will be generated in settlement of your claim.

Penalties are incurred each time a customer does one or more of the following: cancellation, date or flight change, does not show for a flight or does not use a ticket. If the ticketed flight reservation is not cancelled prior to ticketed departure time, rebooking is not permitted and the ticket will have no value.

Refund penalties are determined by the rules governing the fare you have purchased; refunds are at times allowed on combination refundable and non-refundable fares. At such times all taxes are refundable and the non-refundable coupon(s) closed. Fares that are non-refundable may be eligible for reissue within the validity period.

When you make a reservation seven or more days prior to departure, the reservation can be held and the fare quoted will be guaranteed for 24 hours. Once payment is received, normal refund policies apply to the ticket.

Flight disruptions caused by the airline such as schedule changes, flight cancellations etc. do not incur penalties, but processing fees may be applicable. Please note that if you change your itinerary and then choose to maintain or return to your original itinerary any fees charged as a result of the first change would remain non-refundable.

To follow up on the status of a ticket refund that has already been initiated, please contact Caribbean Airlines Refunds Department:
Monday – Friday 8.00 am - 4.00 pm
Saturday, Sunday and Public Holidays Closed
Telephone: 1-868-669-3000 Ext 2411/ 2415
 
Frequent Flyer Details
 
Customers with Disabilities and Special Needs
 
Caribbean Airlines is prepared to accommodate any customer with a disability or requires a special need. We offer a variety of special services, including transportation to and from gates via wheelchair and enplaning and deplaning assistance. Caribbean Airlines will also accommodate customers with certain medical requirements, such as the use of an approved Portable Oxygen Concentrator. We have designated Complaint Resolution Officials in all airports and they are responsible for ensuring services are properly implemented for our customers with disabilities.

Children between the ages of 5 and 11 may travel unaccompanied. All specific details pertaining to unaccompanied minors must be presented to a Caribbean Airlines office at least 72 hours prior to their departure flight. A fee for this service will apply. During your child’s flight, we are dedicated to ensure that he or she is comfortable and follows the direction of the in-flight crew, including instructions on safety procedures. Upon arrival at his or her destination, our personnel will not release a minor travelling alone to anyone other than the person you have designated.
 
Customer Complaints
 
We will respond in a timely manner to customer complaints. Information on where to submit complaints is available on our website and is available upon request at the airports that we serve. Complaints may be submitted via our website. We will acknowledge written complaints within 30 days of receipt and will send a substantive written response within 60 days of receiving a written complaint.
 
Please send your feedback to:
 Caribbean Airlines
 Customer Relations Department
 National Mail Centre
 P.O. Box 2094
 Piarco, Trinidad, W.I.
 Fax: +1 868-669-0336

 
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