Flow has provided details on the rebates customers will receive following last month’s major service outage, confirming how compensation will be applied based on the interruption.
The telecoms company had previously announced that customers would receive rebates after the June 21–22 outage, which affected services across Saint Lucia and other parts of the Eastern Caribbean. The company has now outlined how the compensation will be distributed.
Customers with fixed services, including internet, landline and cable TV, will receive rebates automatically applied to their accounts.
Postpaid mobile customers and Liberty Business customers will receive a one-day service rebate on their next monthly bill.
Prepaid customers have received a complimentary 24-hour package, including 2GB of data, unlimited local calls and unlimited SMS.
“Our customers depend on us every day, and we understand the inconvenience and disruption this outage caused to their personal lives and businesses,” Flow Saint Lucia Country Manager Chris Williams said.
“Although the incident resulted from damage to subsea infrastructure beyond our control, we believe compensating our customers is simply the right thing to do.”
Flow said it is reviewing additional measures to improve network resilience, including greater route diversity and expanded backup connectivity.
The June 21-22 outage affected customers in Saint Lucia and other regional markets connected through Flow’s network infrastructure. The company classified the incident as a crisis-level event and activated its Regional Network Disaster Response and Recovery Centre and local Crisis Management Team.
Flow said customers do not need to take any action, as rebates and prepaid packages will be applied automatically.
