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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.

Tax Exemptions

There are some government imposed taxes, charges or fees that our reservation system is unable to exempt automatically. If you are charged any of the following taxes, charges or fees you may request a refund for the following:

1. Infants exemptions:
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)
You may request a refund any time prior to departure or 60 days from your date of departure.

2. Citizens and residents of Trinidad and Tobago over the age of 60 or children under the age of 5, using their Trinidad and Tobago passport will be exempt from the Passenger Service Charge (KT) commonly known as departure tax from Trinidad and Tobago. You may request a refund 60 days from your date of departure only.

Please contact our E-Business Support Centre to request a refund.

 
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.

 
Health and Wellness: Expectant Mothers
Expectant mothers will be accepted for travel without medical clearance up and to the end of the 32nd week of pregnancy. However, we recommend that you obtain a doctor’s statement verifying the expected date of confinement to prevent the possibility of being denied boarding by check-in staff or barred from entering the destination country by immigration.
Between the 32nd and 35th week, medical clearance is mandatory. The medical certificate should state:
The confirmation of a normal pregnancy
The estimated date of confinement
That you are in good health
That there is no known reason which would prevent you from flying
In all cases we suggest that you consult your OB-GYN before planning your trip.

Expectant mothers will not be accepted for travel after the 35th week of pregnancy.

Before Travel
Check your booking- verify your itinerary, reconfirm your flights before departure, tell us about your special needs (wheelchair, meals etc) and make sure to provide all telephone contact information.

Check Travel Documents

Make sure that you have the relevant documents (passport, visas etc) for travel to your destination. Also make sure your travel documents are valid.

Web Check-in

Use our Web Check In facility on-line or make sure to arrive at the airport on-time. Also be available at the boarding gate by boarding deadline.

International Check-in

Scheduled to commence three (3) hours before the scheduled time of departure; scheduled to close one (1) hour before the scheduled time of departure.

Domestic Check-in

Scheduled to commence ninety (90) minutes before the scheduled time of departure; scheduled to close forty (40) minutes before the scheduled time of departure.

Travel Protection

The unexpected can come at any time, even when you're travelling, including illness and other circumstances which may cause you to cancel your trip or disrupt your travel plans. For the best possible protection we recommend that you purchase travel insurance from one of the many reputable insurance providers. Depending on the policies offered you may be covered for trip cancellation and interruption, travel delay, baggage and medical emergencies
Additional Tips
Get Immunized

Get vaccinations that are recommended for the destination you are traveling.
Carry your medication with you- these include your prescription medication and medication used in the case of anaphylaxis.
Travel Updates
St Lucia

Dear Travel Professional,
Please note that St. Lucia Immigration has advised that all arriving passengers should have a passport that is valid for at least three months.
Immigration also advised that persons who do not meet the requirement will be denied entry.
  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.

 
The most convenient way to make your reservation and purchase your electronic tickets is via www.caribbean-airlines.com or by contacting our Call Centre

Our Reservation Agents are trained to offer you the lowest available fare for the date and times you specify. Please note that conditions may apply to your fare.
Travel Agents
Travel Agents are our global industry partners who can assist you in making reservations on Caribbean Airlines. They are responsible for advising customers of all conditions attached to travel itineraries inclusive of fare rules and of changes in schedule prior to departure.
Important
If you are unable to travel on the dates specified on your tickets it is of the utmost importance that you contact our Call Centre or your Travel Agent to cancel your booking and/or make arrangements for alternative travel. If the ticketed flight reservation is not cancelled prior to ticketed departure time, rebooking is not permitted and the ticket will have no value. It is also important to provide accurate and detailed contact information when making your booking. This enables the airline and/or your travel agent to contact you in the event of a schedule change or payment processing errors.
Foreign Transaction Fees

Some US banks levy a Foreign Transaction Fee (usually between 2% to 3% of your transaction amount) on each purchase made outside of the United States. Should you utilise your US credit/debit card to purchase tickets at a Caribbean Airlines ticket location (outside of the US) or the Reservations Call Centre your bank could impose this fee.

Please note that this fee is not accessed by Caribbean Airlines and as such we are unable to offer reimbursement of these charges stemming from any purchases with us. It is suggested that you verify with your issuing bank before purchasing if the Foreign Transaction Fee forms a part of their service charges.

 
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