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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 can be made on our web-site at, 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.
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
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 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 :
We will do our best to contact you in advance regarding a flight cancelation using the contact information in your reservation.
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:
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.
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:
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;
Ground transportation to place of residence provided at the customer’s request if such cost does not exceed the cost of hotel accommodation; and
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 within 7 - 21 business days for eligible Domestic and International tickets after receiving a complete refund request, 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.

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.

24 Hour Refund Policy

Customers who purchase a ticket directly from Caribbean Airlines by telephone through Caribbean Airlines Reservations, via our website, or in person at one of our ticket offices, may change or cancel their flight reservation within 24 hours of purchasing a ticket without incurring a change or cancellation fee, on condition that the reservation was made at least 7 days prior to the scheduled departure date. In cases of cancellations, full refunds will be issued in the original form of payment. In cases of changes to the flight reservation, differences in airfare, applicable taxes, charges and carrier imposed charges will apply.

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
Aircraft Seating Configuration and Lavatory Availability

 Information on Caribbean Airlines aircraft seat configuration and lavatory availability can be obtained by calling our telephone reservations staff or viewed via the link below:
View Fleet

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

contact customer relations
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