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 3-36 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.
 
 
 
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

 
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.
 

Pre-reserving general seats

For convenient travel, Caribbean Airlines offers the option of pre-reserving your seat. Our reservation agents and travel service providers (Travel Agents) will be happy to make these arrangements for you. Additionally, this option is available to our customers who book on our website and for customers who utilize web-check-in 36 to 3 hours prior to departure.

Requests can be made up to 11 months before your departure date, provided you have a confirmed booking with us. Certain seats are not available for advance seat selection (inclusive of bulkhead seats, emergency exits seats and seats before and after the emergency exits seats) and will only be assigned at the airport. We encourage our taller passengers to arrive early at check-in and we will try our best to assign seat with extra leg-room once you meet our aviation requirements; this is also subject to availability.

Pre-reserving infant seats

An infant (a child up to two (2) years of age), will be entitled to a seat once the child’s fare has been purchased. In all other cases the parent/guardian will be required to hold the infant for the entire journey, in accordance with FAA/CAA laws. Bassinets and sky cots are not available on any of our aircraft types.

Securing your reserved seat

You are advised to observe the required three (3) hour check-in requirement for international flights and two (2) hour check-in requirement for domestic flights. International flights close one hour prior to the scheduled departure time and domestic flights close forty (40) minutes prior to the scheduled departure time; if you do not reach the airport in ample time you run the risk of losing your preferred seat.


Exit Row Seats
 
Civil Aeronautics Administration (CAA) regulations
In accordance with Civil Aeronautics Administration (CAA) regulations and to assure cabin safety the exit row seats cannot be assigned to passengers who fall within the following categories:
1) Lacking sufficient dexterity in both arms, hands and legs:
  to expeditiously reach the emergency exit
  to reach upward, sideways and downward to the location of the emergency exit operating mechanisms
  to grasp and push, pull, turn or otherwise manipulate those mechanisms
  to remove obstructions and maintain balance while removing those obstructions
  to exit expeditiously
  to assist others in evacuating the aircraft
2) Under the age of sixteen (16) years
3) Unaccompanied minors
4) Passengers with the responsibility of caring for infants and/or small children
5) Inability to read and understand instructions related to emergency evacuation provided by the airline or to understand oral commands given in the English Language
6) The inability to adequately convey information orally to other passengers
7) Passengers with a hearing and/or visual impairment
8) A non-discernable condition that may cause the person bodily harm if he/she performed one or more of the applicable functions
 
Possible exit seat requirements
If you have been assigned an exit seat, you maybe asked to perform the following functions when cabin crew is not available
  Locate the emergency exit
  Recognize the emergency exit opening mechanism and operating instructions
  Understand the instructions for opening the emergency exit and follow oral instructions and hand signals given by a crewmember
  Operate the emergency exit
  Exit the aircraft expeditiously
  Assess, select and follow a safe path away from the emergency exit
If you are unable or do not wish to perform these functions please notify the Customer Services Agent at Check-in or the Cabin Crew to be reseated.
 
Optional Fees    Customer Service Plan    Contingency Plan     About Us     Media     Legal & Privacy Policy     Site Map     Contact Us     Jobs
© Caribbean Airlines 2013 - 2014      Designed and Developed by Toucan