Caribbean Airlines is subject to the US Department of Transportation's Rule on "Non-Discrimination on the Basis of Disability in Air Travel" (14 CFR Part 382) for passengers requiring special services on flights between the Caribbean and the US.

Issued: 26 January, 2015

Caribbean Airlines is providing travel options for customers whose flights may be impacted by Winter Storm Juno Travel Advisory.

Passengers may voluntarily opt for a re-issue or refund based on the following guidelines:

Cities Affected:
JFK, GEO, KIN, POS

Tickets issued On/Before:
January 25, 2015

Impacted dates of Travel:
January 26 - 27, 2015

Re-issue Travel Dates:
January 26 – 31, 2015

Tickets re-issued on/before:
January 31, 2015

Class of Travel:
Same as original booking

Ticket Refund:
Allowed, at service fee of USD50

Reissue Guidelines

Caribbean Airlines will waive change fees and reissue tickets according to the following guidelines:

  • Customer has not checked in for original flight
  • Change Fee Waiver is only allowed for one re-issue
  • Tickets must be reissued by the agency that originally issued the ticket
  • Changes to origin/destination are not allowed for re-issued ticket.
  • If the fare on the re-issued ticket is lower than original ticket, you must refund the difference to a MCO.
  • All fare rules apply, however the following exceptions apply: 
    • Advance Purchase requirement waived
    • Return travel date may be changed if outbound date is affected and passenger seeks to maintain the length of trip. Return travel must be booked in the original class of service (inventory).

Note: If customers are unable to rebook or reissue their ticket within the given timeline, they can cancel their reservation and use the value of the ticket toward the purchase of a new ticket; all rules and restrictions apply. Travel must commence no later than one year from the date of original issue. Please note for tickets reissued after January 31, 2015, Change Fee will apply.

 

Cash or Cheque Purchases
Refunds will be made to the ticketed passenger unless proof of sponsorship can be provided. Please ensure that you provide passenger contact information when filing your claim.

Cheques will be generated in the currency shown on the ticket as the currency tendered to the airline. Any special requests should be indicated at the time of requesting the refund.
Credit Card Purchases

Refunds will be made to the credit card used to purchase the ticket at the point of sale.

If the account is closed, documented proof from the respective bank must be provided of the change in account number and the new credit card number OR the bank must state that the account is closed. This must be submitted on an official bank letterhead. If there is no new credit card account, the refund will be processed as a cheque.

A letter indicating the account being closed must be submitted from the bank for this process to be initiated.

Refunds will be made to the ticketed passenger unless proof of sponsorship can be provided.
Please ensure that you provide passenger contact information when filing your claim.
Cheques will be generated in the currency shown on the ticket as the currency tendered to the airline
Online and Walk In Travel Agents

For tickets purchased from online or walk-in Travel Agents - these requests for ticket refunds should be directed to your Travel Agent as they are best qualified to prepare your request for submission the Refunds Department. The different types of Travel Agents include:

  1. Walk-in Agents – with physical offices
  2. Online Agents – who sell tickets via the internet. These include:
  Open sites such as Orbitz, Travelocity, Cheap Tickets, Expedia
  Blind sites such as Priceline, Hotwire

All refunds will be made to the original form of payment used to purchase the ticket, i.e. if you paid by credit card, the refund will be made to your credit card only. Refunds are processed 15 working days from the day Caribbean Airlines Refunds Department receives your request, providing all the documents necessary to process your refund is attached.
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. Flight disruptions caused by the airline such as schedule changes, flight cancellations etc do not incur penalties. Please note, if you change your itinerary and then choose to maintain/return to your original itinerary any fees charged as a result of the first change would remain non-refundable.
Refund penalties are determined by the rules governing the fare you have purchased. One penalty would therefore not govern any combination but the penalty for each fare type would stand on its own.
Travel Agents are provided with our ticket refund guidelines to assist with the correct and timely processing of your ticket refund.

 
 
Compassionate Fare
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 not applicable to First / Business Class fares.
Discount is applicable to Caribbean Airlines' operated routes only (not applicable to code share routes).
Discount is 20% off applicable Y class fare only. Senior Citizen's and Children's discounts may apply subject to verification.
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 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.
Lost Tickets

If you have lost or failed to produce your paper ticket at check-in, a new ticket must be purchased in order for you to proceed to your destination.

The original dates of travel and bookings must be maintained for a refund to be considered. The carrier whose original stock has been used should also ticket the new document. Where the replacement ticket is of a higher value and other airlines are involved, correspondence would be initiated between carriers. This would result in the delay of a full refund applicable under the Lost Ticket Procedure.

 Documents Required:

 
  1. A Lost Ticket Report/Form of Indemnity must be completed and signed by the passenger. The refund of the tickets purchased will be processed within ninety (90) days.
  2. The lost ticket number, date of purchase and place of issuance must be obtained from the passenger.
  3. A copy of the lost ticket and the replacement ticket.
  4. A lost ticket fee of USD100.00 or equivalent in local currency is applicable.

A lost ticket fee is charged as per the rules governing the original fare purchased. All charges are subject to local statutory taxes and are NON REFUNDABLE.

Outdated Documents

Reissues will be limited to a maximum of two (2) for the purpose of extension of validity. If you have reissued your ticket and are holding a Miscellaneous Charges Order (MCO), you would be entitled to a further extension once you submit your document within one year of the issue date.

Tickets are non-transferable.

You should submit your claim to your point of purchase i.e. Caribbean Airlines Reservations Office, Call Centre, Internet or your Travel Agent.

Partially Used Tickets

All requests must be supported by proof of immigration status. One way or partially used tickets are subject to immigration requirements. This can be established in a number of ways:-

1. Show proof of another ticket being purchased;

2. Stamped proof from immigration of passport showing passenger having status to remain in respective country or having left via other means;

3. Residency, work or study permit for respective country;

4. A detailed explanation from your Travel Agency on an official letterhead

For partially used tickets the date of the first unused coupon determines the validity period - one year from the date of commencement of travel.

For partially used tickets, the period of validity of any new ticket issued for the revised routing will be limited to the expiry date that would have been applicable had the new ticket been issued on the date of sale of the original ticket.

All tickets must adhere to the amended Cancellation/Change Rule (Category 16). If the ticketed flight reservation is not cancelled prior to the ticketed departure time rebooking is not permitted and the ticket will have no value. No transaction will be entertained after this period.

Unused Tickets

Any refund, date change penalty or other penalties are determined by the rules governing the fare you have purchased.

All un-used ticket refunds should be directed to the place you purchased your ticket and refunds can only be made to the original type of payment used to purchase the ticket. You should submit your claim at your point of purchase, i.e., either at a Caribbean Airlines Reservations Office, Call Centre, Internet or your Travel Agent.

Taxes, Fees and Charges Exemptions

There are some government imposed taxes, charges or fees that our reservation system is unable to exempt automatically. Please request a refund from our E-Business Support Centre if you are charged any of the following:

Infants are exempt from the following taxes, fees and charges. Refunds can be requested any time prior to departure or 60 days from your date of departure:

United States of America:
AY: Security Service Fee
US: International Arrival/Departure Tax
XF: Passenger Facility Charge

Canada:
SQ: Airport Improvement Fee
CA: Air Travellers Security Charge
RC: Harmonized Sales Tax (30% of the SQ when it applies)

Passenger Service Charge (KT) - a request for a refund can be made up to 60 days from your date of departure. You will need to submit proof of travel or your electronic ticket number and a copy of your passport details. Passengers who are entitled to this exemption include:

  • Passengers who have – a) attained the age of 60 years and b) is a citizen or a resident of Trinidad and Tobago
  • In-transit passengers remaining in Trinidad and Tobago for a period not exceeding 48 hours
  • All persons under 5 years
  • Children under the age of 5 years
  • Members of the Trinidad and Tobago Defense Force of the Armed Forces of any country travelling on official duty
  • Members of the crew of any aircraft or ship

 
  Forms of Payment
 
 Types of refunds

Requests for ticket refunds are to be directed to the same location where the ticket purchase was made. Therefore, if you used a Travel Agent, the Call Centre, the Internet or a Caribbean Airlines Ticket Office then you should return to the respective point of purchase. They will prepare your request and then submit it to the Refunds Department.

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.

Refunds are processed 15 working days from the day the Refunds Department receives your request, providing all the documents necessary to process your refund is attached. An additional 15 days may be required for finalization of refunds requiring issuance of a cheque.

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. 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.

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. Please check with your issuing office for details.

 
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