Fly Jamaica passengers allege difficulty in obtaining reimbursements - Airline says office is open to address issues

Fly Jamaica passengers allege difficulty in obtaining reimbursements – Airline says office is open to address issues

Dec 07, 2018 News

Passengers of Fly Jamaica have voiced several concerns about refunding and compensation for previously booked flights that were cancelled as a result of the crashed aircraft.
This publication understands that the entity cancelled all flights until December 14, 2018.
For the commuters, this meant that in order to get to their destinations, they would either have to book another flight or delay their trip and wait for the airline to restart operations.
The passengers have raised concerns about not being able to obtain reimbursement and not being able to communicate with or hear any official pronouncement from the airline.
Services offered by the airline were described by a number of passengers as “disgraceful, unethical, highly disrespectful and unreliable,” among other things.
Travellers claim to not have received any notifications or assistance in obtaining alternative flights. They also highlighted that several attempts have been made to contact the agency but “all the phone lines are failing”.
The customers are calling for the intervention of the Civil Aviation Authority and the Ministry responsible for the transportation sector.
However, during an interview with this publication, a senior official revealed that the airline is currently undergoing the process of compensation and refunding, and that persons interested in reimbursement should visit the office.
The official explained that the persons would have to visit the office and undergo the standard procedure, which would see the monies paid being refunded to the source whether it was via credit card or a travel agency, where they’d be able to obtain it.
The official also referred to an advertisement published in the Thursday, December 6, 2018 Kaieteur News Edition which detailed that “Fly Jamaica has begun the process of interfacing with its customers to ensure that if they have suffered loss, they can be fairly and reasonably compensated in line with accepted principles of aviation international law and our own corporate responsibility to our valued customers.”
However, that advertisement only made reference to passengers who were on board the crashed flight.
On November 11, last, a Fly Jamaica aircraft with 128 people on board en route to Toronto, Canada, was forced to make an emergency landing at the Cheddi Jagan International Airport.
The aircraft, a Boeing 757, had taken off from the airport just over an hour before it crashed on return. According to a passenger, about 20 minutes into the flight, the captain reported that there was a problem with the hydraulic system.
The hydraulic system controls the braking system, the rudder, the flaps and some other movable parts. The aircraft was given permission to land and by then all the emergency services were in place.
The aircraft could not stop as a result of the failed braking system. It taxied onto the extended runway and continued into a sand pile that is strategically placed at most airports.
The airline noted that it continues to work closely with the authorities to identify the underlying cause of the incident.

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Fly Jamaica passengers allege difficulty in obtaining reimbursements – Airline says office is open to address issues

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