Where to Request My Refund?

Refunds on tickets purchases via the Caribbean Airlines website:
To request a refund, please complete our online Refund Request Form and include your booking details, ticket information, contact information, and any required supporting documents. Providing accurate and complete information helps us process your request within the standard timeframe.

Refunds on purchased via Our call Centre/Ticket Offices or Travel Agents (including Online Travel Agents):
For refunds on tickets purchased via our Call Centre/Ticket Offices or a Travel Agent (including Online Travel Agents), requests should be made by contacting the point of purchase. They will prepare your request and then submit it to the Refunds Department


Refunds Process

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 7 - 20 working days from the day the Refunds Department receives your request, providing all the documents necessary to process your refund are attached.

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. Please view branded fare rules here

Fares that are non refundable may be eligible for reissue within the validity period. Please check with your issuing office for details.


Refunds Department Contact

To follow up on the status of a ticket refund that has been initiated, please contact Caribbean Airlines Refunds Department:

Opening Hours:

Monday – Friday - 8.00 am - 4.00 pm
Close Saturday, Sunday and Public Holidays

Contact:

Call 1-868-625-7200
Select option 2 Reservations
Select option 3 All Other Destinations
then option 3 Refund Follow Up - Both International & Domestic


24 Hour Refund Policy

Caribbean Airlines 24 Hour Refund Policy is applicable only as follows: 

For customers whose ticket includes at least one sector where travel is to or from North America (USA & Canada, e.g. GEOPOSJFK) AND where the ticket is purchased directly from Caribbean Airlines by telephone, through the Caribbean Airlines Reservations and Service Centre, via the website (www.caribbean-airlines.com), the Caribbean Airlines mobile app or in person at one of the ticket offices.  

Customers whose purchases meet the above criteria 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 such cases of cancellations, full refunds will be issued to the original form of payment. In cases of changes other than cancellations to the flight reservation, differences in the airfare, applicable taxes, charges, and any carrier-imposed fees will apply.  These changes or cancellations can only be requested at the Caribbean Airlines Reservations and Service Centre.

The 24-Hour Refund Policy is NOT applicable to tickets issued for solely regional travel (e.g. POSBGIPOS), and the policy also does NOT apply to domestic travel between Trinidad & Tobago.  



Types of Refunds

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:

  • 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.
  • The lost ticket number, date of purchase and place of issuance must be obtained from the passenger.
  • A copy of the lost ticket and the replacement ticket.
  • 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.


Waiver for Illness / Death

Waiver for illness or death only applies in the event of certifiable hospitalisation or death of a passenger or immediate family members. Persons considered immediate family include:

  • Parents
  • Siblings
  • Grandparents
  • Spouse
  • Children
  • Legal Guardian


Documents Required:

  • In the case of illness: Certifiable hospitalisation with proof of relations
  • In the case of death: Death certificate with proof of relations

Note: Fare has no value unless ticketed flights are cancelled prior to ticketed departure time


Outdated Documents

Documents are valid for one year their date of issue. Note: Failure to cancel a confirmed travel date will result in your coupon becoming invalid.

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:

  • Show proof of another ticket being purchased
  • Stamped proof from immigration of passport showing passenger having status to remain in respective country or having left via other means
  • Residency, work or study permit for respective country
  • 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 Charges and 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 and any other supporting documents. Passengers who are entitled to this exemption include:

  • Passengers who have attained the age of 60 years and are citizens or residents of Trinidad and Tobago
  • In-transit passengers remaining in Trinidad and Tobago for a period not exceeding 48 hours
  • Children under the age of 5 years
  • Members of the Trinidad and Tobago Defense Force or of the Armed Forces of any country traveling on official duty
  • Members of the crew of any aircraft or ship


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 to the Refunds Department. The different types of Travel Agents include:

  • Walk-in Agents – with physical offices
  • 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.


Forms of Payment

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.