Ask Auntie, CNS Local Life, Caymanian status(Answer updated) I was at the departure lounge at Owen Roberts Airport and stopped and picked out a sandwich and a drink from the cooler. When paying for the items I was told there was an automatic 25% added. When I asked for it to be removed they refused as it was already built into the sandwich price. 

I explained to them that I was not served. I retrieved the items myself and brought them to the register to tab out. They still refused. My question is can they make you pay gratuity?


Auntie’s answer: It appears that food vendors at the airport are at liberty to charge gratuity and decide the amount added. An official with the Cayman Islands Airports Authority (CIAA), which owns and operates Owen Roberts and Charles Kirkconnell Airport on Cayman Brac, explained that CIAA has nothing to do with how or if gratuities are set by the airport outlets.

“Travelling passengers should contact the concessionaires directly with questions or concerns relating to gratuities,” the official added.

In trying to get answers, which took several months, I was also told that the concessionaire in question, the Runaway Bar, declined to provide any comment or explanation on the record concerning the addition and amount of the gratuity. They did offer to give the reader a refund of the 25%, and I will leave everybody to draw their own conclusions as to what that indicates.

The reader passed on that option; the receipt was long gone and the whole exercise was not worth his time, an understandable sentiment.

If I may add my two cents here, I find it astonishing that any restaurant, much less one that didn’t even provide any service, would dare to charge gratuity. On top of that, even the finest of dining establishments in Cayman don’t charge 25%.

Perhaps this incident will prompt this particular food outlet, along with any others that will be opening at the airport, to rethink its policy on enforced tipping. I certainly hope so, but if the gratuity for phantom service remains, please write to let me know.

Statement from owners received Tuesday: There is a 15% service fee charged at the airport, however, our policy is to return the service fee if the customer requests it. It is quite normal for a bar in the Cayman Islands to charge a service fee, although you don’t get table service, you do receive bar service at the airport.

I am not sure where the 25% came from, which is why we asked that the customer get in contact with us so that we could find out exactly what happened and a possible description of the person that refused the refund and refund their money. What a lot of tourist do not like and do not to see to understand is the 20% conversion rate (CI$ to US$)  which we can do nothing about. We put the US and CI price on the sandwiches and that may have been what they thought was a 25% gratuity.

We are always willing to deal with complaints that come to us.  However, we do like for the customer themselves to contact us as we like to find out all the details and deal directly with our customers.  We would have then been able to explain what may have happened and refunded the customer.

Send questions to auntie@caymannewsservice.com

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