InterCaribbean Explains Extreme Delay for Santiago Travellers earlier this month

By Dana Malcolm 

Staff Writer 

#TurksandCaicos, July 31, 2023 – InterCaribbean Airways eventually commented on the reason for the frustrating delays and cancellations which had seriously disrupted travel on July 15 to Santiago, Dominican Republic.

In a Wednesday July 19 statement, the airline acknowledged not only the delays but the communication issues that customers have reported experiencing.

“InterCaribbean Airways has experienced a number of interruptions that have caused frustration and inconvenience for passengers across the network. Due to unforeseen temporary staffing issues, it will likely take a few additional days for schedules to return to normal. Conscious that punctuality is a key component in air travel, we are making every effort to mitigate future disruptions. We regret that communication lapses exacerbated the negative experience for our valued passengers,” they said.

“While flight disruptions are not unusual with any airline, we take responsibility for the situation and are working to improve customer service and communications,” Lyndon Gardiner, the founder of the airline added.

Magnetic Media had contacted the airline on Monday morning following reports from several irate customers, who said they were left stranded in the Turks and Caicos after their flight to the Dominican Republic was repeatedly cancelled, They never arrived in Santiago until two days later and it took even longer to get the explanation from the airline company.

“They are full of lies—I cried all day because as a Turks and Caicos islander this should not be so,” one lady told us.

Gardiner is now asking for patience.

“During these difficult times, we kindly request our passengers show understanding and patience towards our front-line ambassadors who are working tirelessly to assist you.

Our team is doing everything possible to meet your needs and ensure your safety and comfort during your journeys.”

The airline has expanded extensively in the last several years and Gardiner said that the company was working feverishly to incorporate new, larger aircraft into the fleet.

The company says it is implementing a robust backend communication system to enhance passenger notifications and proactively inform travelers when their flights are delayed or cancelled.

The press release did not address any potential redress for customers who missed their important appointments or for the time lost waiting for a flight.