✅ Trip Verified
| On November 15, 2019, I went to Caribbean Airline’s website to purchase three tickets to Barbados, for $223.20 per ticket. The flights were scheduled to leave around 2:40 pm, on November 15th, and arrive in Barbados around 10 pm that same night. I selected three flights with this flight information. When I received confirmation of the flights, it stated that the flights would arrive around 9 am the next morning, on November 16th. That was not the flight times that I selected. I immediately called Caribbean Airlines Customer Service and informed the representative that there was a mistake with the flight times on the confirmation. I stayed on the phone with her for about five minutes while she looked up my flight information. She instructed me to go to the Caribbean Airlines’ counter in the Miami Airport and have the Desk Agent change the flights. I waited for about 1.5 hours for this change. The Desk Agent also spoke with her Supervisor and they both worked on changing my flight. After waiting for approximately 1.5 hours at the Caribbean Airlines’ counter, the Desk Agent told me that there are no longer any seats available on the flights that I selected. I requested a full refund, at the counter, since the flights that I originally selected were not available anymore. I also requested to speak with the Supervisor that was helping her to change the flights. She denied my request and informed me that I would have to call Customer Service again because they do not issue refunds at the counter. She also stated that Customer Service would be able to issue a full refund. I walked away from the counter and called Customer Service. I spoke to a different Customer Service Representative than before. I explained the situation. She informed me that the reason the Desk Agent instructed me to call Customer Service was because the Desk Agent knew that I would NOT be able to get a refund at all. And the Desk Agent didn’t want to have a confrontation at the counter. So, the Desk Agent passed me back to the Customer Service Department, according to the Customer Service Rep. This Customer Service Rep said that she could only issue a flight credit. I stated that I was not interested in a flight credit because it was their error on their part with booking the wrong flights. She told me that the only person able to issue a full refund was a Supervisor. I then, requested to speak with a Supervisor. After waiting on hold for 30 minutes, the phone line was suddenly disconnected. I thought it was a mistake or maybe a bad signal on my phone. I called Customer Service again and repeated the same situation regarding booking flights for a specific time and the flight confirmation coming back with a different time. I immediately asked to speak with a Supervisor after explaining the situation. This time, I waited about 15 minutes on hold and the phone line disconnected again. My phone did not have a bad signal. They purposely disconnected the line to prevent a conversation with a Supervisor, who may or may not have been able to resolve the issue. After, a second disconnection and hours of trying to have my issue resolved, I filed a dispute with American Express to receive a credit for these flights.