Dear interCaribbean Customer Relations Team,
I am writing to formally complain about what I can only describe as the flight from hell on December 17, traveling from Kingston (KIN) to Dominica (DOM).
I paid for and planned my journey based on the confirmed route KIN – BGI – DOM. At the very last minute, this was changed without warning or meaningful explanation to KIN – SDQ – BGI – DOM.
This unilateral decision fundamentally altered my travel plans and immediately set the tone for what became an exhausting and deeply distressing experience.
What followed was a sequence of delays, missed timelines, and complete operational chaos.
Not a single leg of this journey departed on time. Hours passed with little to no clear communication, no sense of urgency, and no apparent concern for the passengers being impacted.
By the time I finally arrived in Dominica, it was almost midnight, many hours later than scheduled.
I was not just inconvenienced; I was distressed.
I felt trapped in a system where passengers had no agency, no clarity, and no consideration.
The constant uncertainty, compounded by fatigue and prolonged travel, was overwhelming.
At several points during this ordeal, I genuinely felt mistreated and emotionally worn down.
What was most troubling was the complete absence of remorse.
There were no sincere apologies, no acknowledgment of the disruption caused, and no effort to make passengers feel seen or supported.
The experience felt dismissive, careless, and frankly abusive in the way it disregarded the well-being of paying customers.
Operational issues may occur, but how an airline responds to them is what defines its commitment to customer care. In this case, that commitment was entirely lacking.
Accordingly, I am formally requesting the following:
- An apology acknowledging the mistreatment and distress experienced,
- A full refund of the ticket purchased for this journey, and
- Additional compensation for exemplary damages, in recognition of the unreasonable disruption, emotional distress, and unacceptable handling of this matter.
This complaint is made with the expectation that it will be taken seriously and escalated appropriately.
Sincerely,
RON
