Complaints

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• Initial Complaint

  Date:01/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a round trip ticket with this airline to from ***** to cayman island. Due to circumstances beyond my control I missed my flight going to Cayman island. I went ahead an booked a one way ticket to cayman island with another airline hoping to return back home to ***** on cayman airways. When I arrived at the airport for my returning flight home to ***** I was told it was cancelled and I had to purchase a new ticket. I was told by ****** the manager that because I wasnt able to make it on the flight to grand cayman on 1/6/23 my flight back to ***** on 1/9/23 was cancelled. I ended up having to pay $350 for another ticket to get home. Customer relations has refused to refund me for the ticket I purchased at the airport after I had already paid for a ticket. This is very upsetting an unethical on so many levels, it needs to be addressed.

  Business Response

  Date: 02/28/2023

  Good morning **************
  
  You can only use credit on Cayman Airways, no other airlines.  I can apply the credit to a travel bank to you (less a US$25.00 Admin fee) and you can utilize the funds to purchase tickets for friends, family members etc.  Let me know if this will work and I will be happy to do this for you.  Funds will be valid for 1 year.
  
  *******************
  
  -----Original Message-----
  From: *********************** <*******************>
  Sent: Monday, January 16, 2023 7:46 PM
  To: ************* <*************************************************************>
  Subject: Re: NOGO TICKET
  
  I will not be going back to Cayman Island this year. Will I be able to use this as flight credit towards another destination?
  
  Sent from my iPhone
  
  > On Jan 16, 2023, at 12:45 PM, ************* <*************************************************************>wrote:
  >
  > ?Good afternoon **************
  >
  > Your ticket is now open and ready for you to rebook.  I have authorized our *********************** to waive your change fee of US$150.00  and the full value will be applied to future travel with Cayman Airways in the same name as the passenger ticket(s) only. Please note should there be in difference in the fares when rebooking,it would be at the responsibility of the passenger.
  >
  > VIRTUAL COUPON RECORD
  > 3782125119948        NAME-*****/LOTAYA ANNEKA
  > TTL NBR OF CPNS- 2 DATE OF ISSUE-16NOV22 PNR-MOZLTQ    16NOV22
  > CPN A/L FLT CLS DATE   BRDOFF  TIME ST F/B           STAT
  > 1  KX  201  R  06JAN  TPAGCM 210P  OK R3APNR1       OK
  > 2O KX 202   R  09JAN GCMTPA  155P  OK R3APNR1       OK
  >
  > It was my pleasure assisting you and we look forward to welcoming you onboard Cayman Airways, again.
  >
  > Have a wonderful day!
  >
  > *************
  > 91 *********************** Drive
  > PO Box 10092
  > Grand Cayman, Cayman Islands KY1-1001
  >
  > **************************************************************
  > www.caymanairways.com
  >
  > Reservations & Information:
  >
  > Cayman Islands
  > **************
  > Daily, 7:00AM - 9:00PM
  > All ***** in Cayman
  >
  > ***
  > (800) G-CAYMAN or **************
  > Daily, 8:00AM - 10:00PM
  > Eastern Daylight Time
  >
  > Holiday hours vary
  >
  > -----Original Message-----
  > From: *************
  > Sent: Friday, January 13, 2023 3:18 PM
  > To: *********************** <*******************>
  > Subject: RE: NOGO TICKET
  >
  > Good afternoon **************,
  >
  > Thank you for your email.  We understand our customers would like to have their queries/concerns answered immediately and while we endeavor to acknowledge/conclude every email received within a reasonable time frame we apologize this is not always possible, primarily due to the volume of request handling.
  >
  > ************** we sincerely apologize for any inconvenience you feel you encountered on your travel.  Although, no additional monies or compensation is due,  in appreciation of your experience and in an effort to reinforce this commitment to good Customer Service,  we are happy to "reopen" the tickets that you now have, for future travel.  The tickets will be valid for use until December 16th 2023.  When rebooking for future travel, please email me and I will be happy to assist.
  >
  > VIRTUAL COUPON RECORD
  > 3782125119948        NAME-*****/LOTAYA ANNEKA
  > TTL NBR OF CPNS- 2 DATE OF ISSUE-16NOV22 PNR-MOZLTQ    16NOV22
  > CPN A/L FLT CLS DATE   BRDOFF  TIME ST F/B           STAT
  > 1  KX  201  R  06JAN  TPAGCM 210P  OK R3APNR1       NOGO
  > 2O KX 202   R  09JAN GCMTPA  155P  OK R3APNR1       NOGO
  >
  > Again, please accept our apologies as we very much regret any inconvenience incurred and confidently hopeful that when we have the pleasure of welcoming you and your family on board Cayman Airways, all aspects of your journey will be to your complete satisfaction.
  >
  > Have a wonderful weekend!
  >
  > **********************
  > *************
  > 91 *********************** Drive
  > PO Box 10092
  > Grand Cayman, Cayman Islands KY1-1001
  >
  > **************************************************************
  > www.caymanairways.com
  >
  > Reservations & Information:
  > Cayman Islands
  > **************
  > Daily, 7:00AM - 7:00PM
  > All ***** in Cayman
  >
  > ***
  > (800) G-CAYMAN or **************
  > Daily, 8:00AM - 7:00PM
  > Eastern Daylight Time
  >
  > Holiday hours vary
  >
  >
  > -----Original Message-----
  > From: *********************** <*******************>
  > Sent: Tuesday, January 10, 2023 2:47 PM
  > To: Customer Relations Distribution List <******************************************************************>
  > Cc: ************************* <*************************************************************>
  > Subject: Customer treated unfairly
  >
  > Good afternoon, I am emailing to make you aware of a very upsetting situation I went through while flying with Cayman Airways.  I bought a round trip ticket from ***** to cayman  1/6-1/9.
  >
  > Due to circumstances beyond my control I  was not able to make it to my outgoing flight from ***** to cayman on 1/6  so I book a one way ticket to cayman on another airline with hopes of flying back home with cayman airways.
  >
  > When I arrived at the airport on 1/9 I was turned away by manager ***********; and told I no longer had a flight back home to ***** because I missed the outgoing flight from ***** to cayman back on 1/6.  I then had to pay cayman airways an additional $350 USD in order to board the plane back to *****. The  Manager ****** was very unprofessional as she demanded that I pay for a new one way ticket to board the flight back to ***** *******.
  >
  > I was treated unfairly by cayman airways. I ended up paying twice for my plane ticket. I want to be refunded the $354 that I had to pay to get on a flight that I already paid for. I tried calling customer service on 1/9 and was told the same thing you missed your outgoing flight therefore you loose the value of both outgoing and returning flight.  How could this be when these are two separate flights. I am not asking for a refund on the flight I missed because I take full responsibility for missing that flight. However, I paid for a flight that I wasnt able to use.
  >
  > I have a very hard time understanding why this happened because I called two weeks prior to notify cayman airways that I may not be able to make the outgoing flight but would be returning with them.  No one mentioned to me at that time that I would loose the  returning flight. This is extremely upsetting and definitely needs to be corrected. Please email me back or call me at **********.
  >
  > Sent from my iPhone
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