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Nightmare at Cubana de Aviación

Travel Forums Central/South America & The Caribbean Nightmare at Cubana de Aviación

1. Posted by laiscg (First Time Poster 1 posts) 6y

laiscg has indicated that this thread is about Cuba

Hi! I just want to tell what I've been through with Cubana airline, so you are all advised to STAY CLEAR.

I travelled with Cubana from São Paulo, Brazil and back. The return was a total nightmare. First, the flight was delayed 9 hours, and people from Cubana said that the timetable change was made 1 month before -- they just didnt bother to tell any passenger, which were all offered sandwiches for the wait.

Our flight had a connexion in Caracas, Venezuela with a 12-hour wait. Upon arrival, my boyfriend asked for a wheelchair (broken foot from the new years' party...) The Cubana attendant said they didnt have that there and that he should just sit where possible and wait. Soon we found out that the airport had wheelchairs, but the airline should ask for it. Ok.

We arrived home on Sunday; our backpacks, only on Wednesday (Cubana staff in Venezuela didnt delivery it to the next flight and were impossible to find). I opened it and, surprise: almost every gift I had was missing! From 2 cigars (only the expensive were missing) and a few bottles of ron, to cheap seashell earrings, 1 CD and, believe me, 2 fridge magnets!!!

I still CANT. BELIEVE. Please, NEVER fly Cubana, and never let a friend do it.

Cuba is gorgeous, though =)

2. Posted by dnicholson (Full Member 146 posts) 6y

Sorry to hear about that. Did you like reported the airline or something? Have you double checked that you placed your gifts on your back pack? if yes then you should complain that it was stolen. I haven't tried Cubana before but I have had bad experiences with airlines and all the time that something like this happens, I try to complain to authority or tell friends. then its sure now, no Cubana airline for me.

3. Posted by Utrecht (Moderator 5596 posts) 6y

Quoting dnicholson

Sorry to hear about that. Did you like reported the airline or something? Have you double checked that you placed your gifts on your back pack? if yes then you should complain that it was stolen. I haven't tried Cubana before but I have had bad experiences with airlines and all the time that something like this happens, I try to complain to authority or tell friends. then its sure now, no Cubana airline for me.

Check the airline quality website and place your complaints over there as well.

By the way: sorry about your gifts being stolen, but generally it's not airline staff who's responsible for that. It's mainly security at airports itself and the bagage un/offload companies.
I think Cubana still is responsible in case of bagage loss but I am not sure about steeling from luggage.

4. Posted by bentivogli (Travel Guru 2398 posts) 6y

Ground handlers and airlines (at least the ones that are part of IATA) have an agreement so that customers can always turn to the airline for indemnity. The airline sorts out the claim with the handlers afterwards.

Other than the theft, for which Cubana is probably not even responsible, what happened to you could have happened with any other carrier. When you wrote 'nightmare' I thought of some terrible in-flight experience, but this is pretty typical. I've seen worse with 'reputable' companies like Iberia. It's bad luck, hardly a nightmare.

5. Posted by marlis (Travel Guru 1167 posts) 6y

years ago when I was flying several times from Panama with Copa to Caracas I had about 6 hours to wait for my conection flight to Curacao and Bonaire with ALM.
always shortly before bording I was called to identify my luggage and open it while 5-6 guys (they where not from custom),this where watching.I had to open all my big bags,not one after the other,so I was never able to keep my eyes on everything what was going on.
When I unpacked my bags I reconized everytime that some shirts and other items (value always around $300-400)where missing.
never got something from one of the airelines,they blamed the people from the airport,but which one? Panama?Caracas?Curacao?
I blame the personal at Caracas airport because since I avoide this airport never again something was stolen out of my luggage.