One month after a widespread two-day service outage disrupted connectivity across Saint Lucia and multiple Eastern Caribbean markets, regional telecom provider Flow has formally released the full details of its customer compensation plan, outlining targeted rebate structures for different user segments.
The outage, which struck between June 21 and 22, knocked out service for thousands of residential and business customers connected to Flow’s regional network. The company classified the disruption as a crisis-level incident, immediately activating its centralized Regional Network Disaster Response and Recovery Centre alongside local crisis management teams to address the issue. Flow has confirmed the outage stemmed from unanticipated damage to subsea internet infrastructure, an event outside of the provider’s direct operational control.
Now, as network service has been fully restored, Flow has broken down how rebates will be distributed across its customer base, with no action required from users to claim their compensation. For residential customers on fixed plans — which include home internet, wired landline telephone service, and cable television subscriptions — rebates will be automatically credited directly to customer accounts. Postpaid mobile subscribers and commercial clients under the Liberty Business umbrella will see a one-day service credit deducted from their upcoming monthly billing statement. Prepaid mobile users, meanwhile, have already received a complimentary 24-hour service bundle that includes 2GB of mobile data, plus unlimited local calling and text messaging.
In a statement addressing the compensation rollout, Flow Saint Lucia Country Manager Chris Williams acknowledged the widespread disruption the outage caused. “Our customers depend on us every day, and we understand the inconvenience and disruption this outage caused to their personal lives and businesses,” 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.”
Beyond addressing immediate customer impacts, Flow also announced it is undertaking a full review of its regional network infrastructure to strengthen resilience against future outages. Planned upgrades include expanding route diversity for critical connectivity links and adding more robust backup network capacity to reduce downtime risks from similar subsea infrastructure incidents.