Caribbean Airlines has responded to criticism from customers over long wait times for its recently launched Jetpak courier service, saying the backlog was due to the service being oversubscribed. 

“As a result of the incredibly response and the significant number of packages received, the company has been experiencing longer than usual processing times. Regrettably, this has resulted in delayed delivery timelines, a lag in responses to emails and lengthy wait times via its support channels to some of its customers,” CAL said in a statement on Thursday. 

The Airline added that it expects the affected packages to get to its customers within the next 10 to 15 business days. 

The Airline is also working with a third party service to complete orders, it confirmed. 

Until the backlog is sorted, new customers will be unable to access the service. 

“This will allow the company to focus on delivering an enhanced experience to its existing customers, while building more capacity,” it said.