Cubana Airlines review - by Cathy Aitken
26 March 2007 Customer Trip Rating : 
I flew overnight on Cubana from Havana to London Gatwick on 27/28
February 2007. This was probably the most uncomfortable flight I have
experienced in 60 years of flying. There were approximately one-inch
thick cushions on a steel bucket shaped seat, so sitting for any length
of time was extremely uncomfortable. The seat back had a very odd
curvature with a bump out at the base and no support for the lower back.
The air was extremely dry and actually tasted of dust. The air
conditioning did not work and the temperature was probably well over 30C
around my seat. I complained and nothing happened, so I went and sat on
one of the crew seats beside the galley to get their attention. I told
the cabin crew I would return to my seat when the temperature was
lowered. I tried to sleep, but it was absolutely impossible (I can
normally sleep on flights). The aisles were blocked with people
standing throughout the flight, so I was not alone in being unable to
sleep. (I had flown to Cuba on a daytime flight with the same airline
on 14 February and the seats were just the same.) Food was very poor
and the snack before landing on the outward leg was three tiny
sandwiches, made with the most disgusting bread and minimal filling -
not really enough after 7 hours of a 9 hour flight.
Cubana Airlines review - by Rachel Moffatt
8 March 2007 Customer Trip Rating : n/a
Cubana from Toronto to Varadero return. We were delayed two hours out of
Toronto and due to the time constraints the plane was not serviced
properly, so only one washroom was available for use. That was right
behind the cockpit, and we were not allowed to line up for it, so
getting to the washroom was hit and miss. There was plenty of leg room,
even for my husband, but the seats were thin and uncomfortable. They
showed a movie on both flights, but the headphones they supplied did not
work half the time. All drinks are for sale, no complimentary water or
juice, no peanuts or cookies. The lunch they serve is disgraceful -
stale bread and what I think was supposed to be greek salad. The service
was terrible, most of the crew slept in the empty first class seats. The
landing in Varadero was really rough. On the return flight, we were
delayed 82 minutes out of Varadero.. All in all, I will never fly this
airline again. We bought this flight as a package deal, so we had no
choice. Next time we will spend the extra $$ and get another airline.
Cubana Airlines review - by R Hinksman
3 March 2007
Toronto to Santiago de Cuba return. We flew an Airbus 320 that was
immaculate inside. The cabin crew very helpful and pleasant. We were
shown movies in both directions that were recent and the earphones were
supplied free and returned after the flight. The food compared to Air
Transat was fantastic, there was a bar service for only $3 per drink,
the seats seems a little more roomy, tea and coffee service along with
juice. Very impressed with the meal. One area that was a little weak
were the safety instructions, none given to exit row occupants rest were
all on screen in Spanish with English subtitles and the print was
smallish.
Cubana Airlines review - by Jon Yen
19 January 2007
Cubana Airlines never improves. On January 14, 2007, I just came back
to Toronto Canada from Holguin Cuba. On my way down I was very
surprised when I boarded the new Cuban fleet IL96 300 Russian aircraft.
The plane was very large inside and I was flighting Tropical Class (
Club or Business class ) 18 wide leather type seats, I was very
impressed. The plane’s entertainment systems wasn’t working so no
movies or music. The seats it turned out, were a bit hard, very little
padding and soon I had to keep shifting to stay comfortable. However,
on the way to Cuba although the flight left one hour late ( I think
normal for Cubana Airlines ) there was no other problems, the flight
cabin crew very friendly and eager to make the journey comfortable. On
the way back to Toronto it was a different story. I got to the airport
early but was told that my ticket was not Tropical Class, then after
some argument and verification I was deemed Tropical Class but, the
ground crew check-in attendants told me because the aircraft is new and
they don’t know the configuration of the aircraft they are not assigning
any seats and it didn’t matter where I sat. Well after a considerable
long line up ( one hour late again ) you can imagine the stampede to
the aircraft from the terminal it was not pretty, it was almost funny as
younger passenger where pushing older passengers aside to get on board
what a fiasco, in Cuba I noticed that younger Cubans are very respectful
of their elders but, I guess not when it comes to boarding an aircraft
many returning Cubans were elbowing and pushing like we were escaping
from a tsunami. When I finally got on board the flight cabin crew were
a lot more professionally organized and looked at my ticket and assigned
me a seat in Tropical Class. I was the only one passenger but after 20
minutes the cabin was full. I found out later that the ground crew
quickly seen an opportunity and decided to make a little extra cash and
sell off the empty seats at a very discounted rate ( I was told $10 ) I
paid over $200 for the same seat, so eager to make extra cash they
over sold the seats, and I had another problem when I came back to my
seat after an emergency stop-over in Havana. The plane again IL96 300
was different than the one I flew down on and the entertainment system
was working, and I was impressed as I was able to watch, from a camera
on the nose of the aircraft the taxi, take-off and a few minutes into
the flight on the video monitor. But, my enjoyment was short lived
within 30 minutes it was announced the aircraft would land in Havana due
to technical problems. After a four hour delay in Havana airport we
where herded back onto another IL96 300 aircraft same as the one I flew
down on. Rather than be pushed onto the aircraft I decided to wait
until everyone was boarded, anyway after all I already had my seat, or
so I thought. When I boarded someone else had my seat and refuse to
give it up. It seems the ground crew over sold one extra seat in
Holguin but the passenger didn’t know where to sit and sat in the back
for the first part of the journey from Holguin to Havana, then decided
to claim the seat after the stop-over in Havana, anyway the cabin crew
decided, enough was enough of these $10 upgrades and escorted the
passenger back to their seat and I got my seat back. I have flown many
times Tropical or Club Class with Cubana Airlines and they never seem to
improve, the service is good or very bad the fact that you can never
rely on them I have decide to stop flying with them. It’s too bad as
some of the staff do try very hard to make the trip enjoyable but others
seem to do the opposite.
Cubana Airlines review - by Eve Baxter
19 January 2007
We flew with Cubana least year on our return home from a lovely holiday
in Cuba. When my partner and I arrived at the airport, we found that our
flight had been cancelled. I was told that I'd been booked on a later
flight, direct to Madrid, that night then we would have to take another
flight from Madrid, to Heathrow; our car was parked at Gatwick. We asked
for a direct flight to be allocated to us, we were told that there were
no flights available until 5 days later and that we would have to leave
before then. This was the beginning of a very long nightmare. The flight
from Madrid had a scheduled time. When we finally boarded the plane 2
hours later than the scheduled time, the pilot announced we had to leave
the plane and return to the departure terminals.We were advised that if
the problem wasn't sorted within 1.5 hours then the plane would be
delayed for 24 hours. We were advised that Cubana Airlines were
arranging transport and hotels for us all and that we were to leave the
departure lounge. We had to collect our luggage and visas which took
hours and wait for transport. After hours waiting, a large number us,
'the travelers', 14 hours after leaving arriving at the airport and lots
of arguments with Cubana staff, who walked off and left us stranded,
finally found someone from the holiday company who took pity on us and
found accommodation nearby for 40 of the passengers, I don't know what
happened to the rest of the passengers from that flight that night. The
accommodation was described as 3 star all-inclusive. It was in the
middle of no-where, when we opened the door to our room we were
horrified, immediately, we began the task of clearing the cockroaches,
then moved our cases in, cooked food was kept in warm trays with flies
swarming it again, so we didn't eat, so we went to the bar and asked for
some drinks, we were told we had to pay, but we had no money left so we
couldn't’. We were told that another plane had been scheduled with
Cubana for 15 hours later than we had arrived at the hotel, however, we
discovered after leaving for the airport that the plane had been delayed
again. Finally after lots of discussions with the Cubana staff, we
arrived in the departure lounge, the plane was 4 hours late at this
time, we finally took off from Havana to Madrid. When we landed at
Madrid we discovered that we had missed our flight back to the UK
because the Havana flight had been delayed, the Cubana staff were
unhelpful, we were told that the next flight back to the UK wasn't for 3
days, in the end we ended up flying from Madrid to Paris, Paris to
London heathrow 16 hours later. It took 72 hours to return home from
Havana in total, complete nightmare. We are going back to Cuba this
year, but through a different airline. We submitted a complaint to
Cubana Airlines, we never received a reply from them.
Cubana Airlines review - by Isabel Kershaw
9 January 2007
We flew coach with Cubana from Gatwick to Havana return. Our experience
was good. The staff were polite and quite attentive. Both flights were
on time. Maybe we were lucky or maybe Cubana are getting better. We'd
fly with them again.
Cubana Airlines review - by Neil Henderson
17 November 2006
Our flight out of Gatwick was on time the plane was an Air Europa it was
clean and the food was ok. Although you only get one or two free
alcoholic drinks on a 9 hour flight. Staff on board were a bit surly and
the in-flight entertainment was poor. The flight arrived on time.
On the way back we checked in early and we were offered an upgrade for
£120 each. Take it, it's worth it, and food and drink is good and
plentiful with plenty of legroom. Flight arrived on time and we managed
to get our bags quickly. Only concern for me was that they didn't allow
business class passengers off first like they do on other airlines and
there was no baggage priority. However, Cubana is improving and I would
fly with them again.
Cubana Airlines review - by Claire Archibald
16 September 2006
We came back from our honeymoon in Cuba on 23rd July (was meant to be
22nd) after a pleasant holiday. The flight out was delayed by 1 hour
which we thought wasn't too bad but the flight there was awful. The
cabin crew were not interested in you unless you were club class and
having to go and search for crew sleeping in empty passenger seats just
for water was a bit much. The woman gave us 1 glass between my husband
and I! The return journey was so awful it completely ruined our
honeymoon. When arriving at Havana airport, we were told the plane was
'broken' and we would be re-routing to Madrid then to Heathrow. We had
flown in from Gatwick and had connecting flights to Edinburgh which we
were now going to miss. It took 2 hours for Cubana staff to hand rewrite
our tickets (we were 3rd in line!) and they told us that we could not go
to Gatwick from Madrid as there were no flights. After being seated 11
rows away from each other (plenty of free seats around me but crew would
not let me sit next to my husband as it was 'too much movement') we were
delayed for 4 hours because of the ticket writing fiasco and eventually
arrived at Madrid where we had to wait 6 hours for our flight to
Heathrow. From the very start Cubana were not interested in us
whatsoever and BA were left to deal with us. Many passengers were able
to swap the Heathrow flight to Gatwick as contrary to Cubana lies there
was a flight there but we had already missed our connection anyway so BA
arranged for us to fly back to Scotland the next day business class at
no charge (BA were amazing at all points of the return trip). This meant
we had to stay overnight in London adding another 16 hours to our delay.
This cost us over £300 as there were only 3 hotels taking bookings
around Heathrow and there was some air show on so costs were
extortionate! At no point were we offered any refreshments or
compensation and Cubana staff in Havana and Madrid were so rude it was
unbelievable. On returning home, 27 hours late we have phoned Cubana 63
times with no answer, sent 14 emails, no answer, our tour operator has
done the same - guess what no answer! They won't provide us with a
letter to confirm the delays so our insurance company won't pay out
either. Cubana simply are the worst airline going and I will never ever
travel with them again!
Cubana Airlines review - by P Jarmyn
6 September 2006
I have just returned from Cuba after a two week holiday, the only thing
that let the experience down was the flights LGW to Holgin then Holgin
to Havana. Non attentive flight crew on the flight from LGW to Holgin
where we only saw them to give the meals out, if you wanted a drink you
had to go to the rear and get one, no emergency information in the seat
backs either. The same films were on offer on all flights! only one ear
piece was working on the headphones for both transatlantic flights.
The breakfast on flight consisted of a small cake, roll and jam! But by
far the worst was the trip from Holgin to Havana, no seat numbers
allocated, no flight attendants to tell us that we could sit where we
wanted, or where we could find a seat that was not covered in rubbish
from the previous occupants. This flight only lasted 55 mins during this
time no flight attendants came in the cabin, the whole plain was full of
rubbish from the passengers who had got off, I understand it is only a
45 min turnaround, but at least make an effort!
Cubana Airlines review - by Keith Mower
8 July 2006
Onboard service could not be faulted, plane was Air Europa 767 with
Cubana staff, plenty of drinks and hospitality. Arrived Holguin on time.
Transferred from Holguin to Havana on same flight code, half Cubana and
half AirEuropa cabin staff. No problems. Returned from Havana to London,
slight delay four hours - it appeared that the original plane was used
on Madrid route instead. Cubana ground staff very difficult to get
information out of, but again when flight left made good time with
plenty of hospitality, from Cubana cabin crew. Check in staff very
helpful, allocating extra leg room seats. Plenty of room on board.
Overall impression, much better than a lot of charter flights and other
national carriers.
Cubana Airlines review - by Teresa Harley
1 June 2006
My husband and I returned from Varadero Cuba on May 28th. My experience
with Cubana Airlines was incredible. While on vacation, I had a lot of
insect bites and a terrible sun burn, which cause a severe allergic
reaction - it was so bad, the doctor at the airport did not want me to
fly for risk of blood clots (DVT). She would only clear me fly if I had
a seat where I could elevate my legs -the check-in guy did all that he
could (without any problems) to ensure my husband and I had 3 seats to
ourselves so that I could have my legs elevated the whole flight. I just
want to say thank you for the care and concern -I'd fly Cubana Airlines
again.
Cubana Airlines review - by Kim Jones
15 May 2006
Returned to Toronto from Holguin May 7, 2006. For a two star rating,
this airline has a lot to offer. I was pleasantly surprised on the
flight to Holguin which offered a snack and received a platter of cold
cuts, veggies, fruit, bun, pudding, juice and coffee or tea plus a
beverage. There was also a movie and headphones to enjoy music when the
movie was over. The flight was an hour delayed leaving Toronto and the
return flight was delayed three hours due to staff errors. The airline
staff boarded passengers from other airlines on the Cubana flight so
they had to be transferred and the luggage had to be exchanged. As far
as I know there was only one piece of luggage missing in Toronto. There
was some technical problems with the movie but the food was good. I
would definitely recommend flying with Cubana.
Cubana Airlines review - by Ronald MacArthur
13 May 2006
LGW- Holguin return in economy. I was expecting the worst on the flights
to and from London Gatwick. To my surprise, both flights arrived on
schedule. The 767 of Air Europa used seemed in good condition, the food
was edible, the seats were adequate as was the crew. Plenty of water
and rum available for those prepared to walk to the galley! I have
suffered far worse on EVA Air and even Cathay Pacific, and N American
carriers are in a class of their own for sheer nastiness in economy
class!
Cubana Airlines review - by M Clairoux
9 May 2006
A few days before departure from Montreal, we were advised by our travel
agent that Cubana had changed our return date and pushed it back by one
full day. This turned out to be great for us as it gave us 10 days in
Cuba. Service on board was great and who needs drinks that early in the
morning. Coming back was also great except for the difficult landing in
Montreal. Only negative comment is for the no pre-reservation policy.
On the other hand, my daughter's flight back from Varaderro has been
delayed for the last two days and we have no idea when they will be back
or if they have been offered lodging during this time.
Cubana Airlines review - by D Callaway
24 April 2006
Recently returned from a holiday in El Yarey & Havana flying from Gatwick. I have nothing but praise for the excellent service provided by Air Cubana - the
aircraft used was Air-Europa. All flights on time, cabin crew were very attentative
and the food was fine. We had no complaints whatsoever and would not
hesitate to fly Cubana again.
Cubana Airlines review - by Teresa Dudek
18 April 2006
We flew from Toronto to Cayo Coco Cuba on April 7th. I was a little bit scared flying the aircraft
after reading all the bad comments from people. I can honestly say the flight was fine. We left
Toronto 1/2 late, but the service was great, I had no problem what so ever. My children wanted to
sleep so they gave me two pillows right away. We had spirts served. We also had head sets and had
a movie going there and back. We were served dinner that was ok but in reality the flight was only
3 1/2 hours long. At one point by children had to go to the bathroom as they were serving dinner
and they took them up to the front to First Class. They were great with the kids, they even had
pictures taken with the pilot. When we landed I had 3 carry ons so I asked my daughter to be
careful with hers because I was watching my younger son going down the stairs, to be unexpected and
surprised the pilot of the plane helped my daughter off and down the stairs with her carry on which I
thought was very nice and thoughtful of him. Going back to Toronto we left Cuba 40 minutes early and
our flight was only 3 hours which was great. The only thing that I did not like is we had very bad
turbulence going over to Cuba but from what I understand, the US had very bad weather so that was
the cause of it. I have no complaints of the plane or crew. The crew was very nice and friendly
and always smiling, always willing to help. I guess I was lucky to have a great flight and crew,
great experience. People should have an open mind and not always look for bad but look for the good
in things. My flight was fine and yes I would fly with them again, no problem.
Cubana Airlines review - by David Williams
6 March 2006
LGW -HAV and return in Feb/March. Maybe we were lucky - both flights left on time, and the
inbound arrived forty minutes early . And maybe the reviews on this site have driven away so many
customers that the economy cabin was about half full, leaving lots of room to stretch out. But the
inflight service was fine, with busy and friendly Cuban FA's, two main-screen movies; average but
not awful food - drinks okay (though no spirits and only limited wine in economy - we took our own
supplies). The aircraft was a 767 leased from a company called Air Europa. Upgrading would have been
a mistake given the spare room down the back, and the fact that the business 'section' on this
aircraft is two rows of larger seats at the front, hardly constituting a dedicated cabin. Check in
at LGW was painless; less so at Havana, but that's not the airline's fault: when there are two or
more international flights leaving at the same time the place is swamped. Leave extra time (3 hours
minimum) and you won't have a problem. So all in all, nothing special but certainly okay. And the
flight cost just over £400, as opposed to nearly £700 with Virgin. Clearly, as other reviews
demonstrate, when things go wrong on Cubana they can go very wrong. But the airline's 'normal
service' is perfectly adequate, and at bargain prices.
Cubana Airlines review - by Jeany Wilson
8 February 2006
We will never fly with this airline again. Paid a fair amount of money
for upgrade to their business tropical class. Was economy from hell! It
was a non heard of company named Novair. Cabin crew took their breaks
seated in the cabin (eating, drinking, and chatting loudly!). One crew
member refused to let me change to a window seat as it was reserved for
crew members ? Food appalling, FA's grumpy and unhelpful. At Holguin
engineer boarded to fix a seat. Carried on doing so on final leg. We
think he may have just been getting a free lift back to Havana. Lo and
behold return flight was with the same airline although we were assured
by ground staff at Havana that it would be Cubana. Never received a
penny of compensation for the £750+ we spent as we were caught out with
"airline reserves right to change aircraft at any time". Found out later
Cubana is always having problems operating.
Cubana Airlines review - by Daniel Nuttell
19 December 2005
Gatwick-Holguin return. Before flying reading this forum had made me
very nervous, but I am happy to report that the flights were ok. The
planes and crew were Spanish from a company called EuropaAir. The food
was standard air line food and the air crew were good. No complaints
Cubana Airlines review - by Wendy Gooner
13 December 2005
LGW - HAVANA. Upgraded to premium class aand well worth paying £100 extra. No
delay at all. Service was excellent. The return flight was delayed by 1 hour or so but hurricane Wilma was around so
a short delay was only to be expected. I upgraded again and had a good nights sleep with pillows and
blanket provided. With the large seat it was comfy .The meals were better than I
had expected on both flights. All in all a good service and I'm pleased to be flying with Cubana again next year. Just goes to show
you have to judge for yourself.
Cubana Airlines review - by Julie Needham
20 November 2005
Gatwick to Holguin. Flight spacious and plenty of seats. Food and drinks
were brought round 1.5hrs into, and at the end of the journey. No other
drinks were given during the journey - and staff nowhere to be seen to
ask for drinks. Inflight entertainment was the same outbound as it was
flying back. All our flights were delayed up to 5.5 hours. Other than
that it was not a bad flight. Would not use them again though.
Cubana Airlines review - by Anette Megyaszai
17 November 2005
Cubana 747 from Gatwick to Holquin, Havana and back. Spacious aircraft,
clean, working mini tvs, all had 3-4 seats or more, food okay. All 3
flights late, Havana to London by 5.5 hours. I have travelled on worse
airlines - it all went well.
Cubana Airlines
- by Richard King
9
October 2005
Flight 10th September 2005, 2.5 hours late leaving, dirty plane, no tv
screens working, large screen at front of cabin worked, but no sound.
One round of drinks (wine only alcohol and they ran out when they got to
us). 2 luke warm average meals. Crew disappeared to Business Class for a
nap. Had to go and find crew for anything needed. Due to return on 21st
September 2005. Upgraded, it must be better. 20 mins. before departure
at gate, crew off and tannoy says 24 hour delay. 3 buses for a
747 jumbo. Had to wait for buses to return. No special treatment for
Business class ie taxis. Put up at 4 star hotel, fair enough. Flight
next day 1 hour late. Tvs not working, large seats not all
reclining and still a dirty plane. Crew went walkabout again.
Cubana Airlines
- by Lynne Azzopardi
8
October 2005
Have just returned from Cuba, flying with Cubana. Flight delayed by 24
Hours going out, and three hours returning. Plane was okay with plenty
of room, but staff were scarce for most of the flight. When my husband
asked for a glass of water, he was told to get it himself ! I would
never fly with Cubana again.
Cubana Airlines
- by Catherine Hynes
16
September 2005
I would also like to confirm what Mr Priest said re Cubana - I and two
friends were left stranded in Havana because Cubana had decided not to
fly and we were told the plane was actually in Paris. Our
tour company said they had basically washed their hands of their
passengers. Captivating Cuba, our tour company, put us up in hotels and
thankfully got us onto a Virgin flight which got us home on
Monday morning, when we were actually due in on Saturday morning. I had
to go straight to work, so you can imagine, I was not delighted with
Cubana.
Cubana Airlines
- by Sally Smith
16
September 2005
LGW to Holguin on the 28th August 05 and was absolutely appalled by this
airline! The flight out was delayed by 30 hours and we were told the
reason for this was because of Hurricane Katrina, it later transpired
that all other airlines who flew to Cuba were still flying out and that
the actual reason was "operational issues" which we came to understand
in Cubana speak mean that basically they had no plane! When the plane
did arrive it was dirty, the seatbelt/ no smoking signs didn't work and
we were kept awake by a persistent noise emanating from a broken radio
speaker which the cabin crew were aware of but couldn't be bothered to
do anything about. We were offered two drinks through the entire 9 hour
flight and had no chance of getting anything over and above this
because after the first meal had been served the crew took themselves
off to the back of the plane and had a nap in the spare seats! The
connecting flight from Holguin to Havana was equally horrendous -
delayed, dirty old plane, surly cabin crew. The return flight was, once
again, delayed for no explicable reason and we found out from one of the
holiday representatives that delays were standard and that the average
delay was between 9 and 12 hours. I would never in a million years
recommend this airline, we went with them because they were cheaper than
the others but the saving that we made was not worth it in the long run.
If you're planning on going to Cuba trust me pay the extra and fly with
someone else otherwise you will regret it!
Cubana Airlines
- by Jim Priest
9
September 2005
Well I was all set to post a reasonably positive report on Cubana. Flew
LGW to Havana (via Holguin) on Aug 20. Flight was 4 hours late leaving
Gatwick (aircraft arrived late) but otherwise everything was fine. Good
comfortable aircraft (Icelandic 747 flown by South African pilot), 2
meals of decent quality, plenty of drinks, choice of films and music
channels (branded Singapore Airlines!), polite and efficient (if
somewhat charmless) cabin crew. Stopover in Holguin made it a long and
rather tedious trip, but otherwise no complaints.
Then, Cubana cancelled our return flight with 2 hours notice. At first
they said it was rescheduled to the following day due to "problems at
Gatwick". Then next day it was cancelled entirely - no aircraft! Cubana
offered no compensation or alternative arrangements. Fortunately we had
booked through a tour company (Captivating Cuba) who were excellent and
put us in a hotel at their expense while they tried to rebook us on
alternative flights. They eventually got us onto the Virgin flight 2
days later - and upgraded to Premium Economy. If I go to Cuba again I
will certainly use them in preference to Cubana without any hesitation.
Cubana Airlines
- by Bruce Schuster
19
July 2005
I recently travelled on Cubana Toronto to Havana return on their scheduled service.
All in all, Cubana wasn't as bad as the horror stories I had read. We flew on Airbus
320, which was very spacious and clean. We had more leg room than the competition,
at least a 33inch pitch. We were provided with headphones for music and movie, which
was shown in both directions. The flight crew were polite and professional on our
way down. The return flight was a different story, at one point we asked for our
plate to be taken and the flight attendant just made a disgruntled face and kept on
walking past. Some of the other flight attendants didn't seem very happy either,
and it came through with their interaction with the passengers. The flights were
over an hour late in both directions, but I found out on the return it is due to added
security checks in Havana. If you can get past the delays, and hit or miss
friendliness of the cabin crew, I do recommend Cubana. The aircraft was new and
comfortable, the food and inflight entertainment was good.
Cubana Airlines
- by Vanessa Noorbaccus
7
July 2005
LGW to Havana (via Holquin) on 14 May 2005: The flight was delayed at Gatwick for 4
hours. The plane was actually on the tarmac but we were not told the reason for the
delay. Then at Holquin we were held up for 3-4 hours (apparently they could not
locate two suitcases that belonged to some passengers who had disembarked). Havana
to LGW on 20 May 2005: The flight was delayed by 8 hours. We were put up in a hotel
in Havana during this time, however, communication to the passengers was extremely
poor (there was a lot of confusion about where we would be staying, what coach we had
to get on, what time we were going to be picked up etc). Food on return flight was
really bad and there was very little of it. Fortunately my partner and I
had bought lots of snacks in the airport so we were ok. There was no in-flight
entertainment at all. The landing at Gatwick was particularly rough and we noticed a
few oxygen masks dropping when the plane touched down! Personally, I would not
recommend Cubana Airlines.
Cubana Airlines
- by Steven Cooper
29
June 2005
Flew with Cubana from Gatwick to Holguin 25.05.05. Flight on time, entertainment was three films
back to back (same films on return flight) and food and drink was fine. Staff were very
accommodating. My only criticism is that they didn't come round often enough with drinks and snacks
this usually makes a very long flight less tedious. All in all I felt safe and well looked after.
Return flight from Havanna was equally reasonable and the check in staff did their utmost to get us
extra leg room. Again the flight departed on time and this time as it was an overnight flight the
lack of attention was obviously not a problem. The staff did all they could to ensure you were
comfortable and could sleep. The main dinner was okay, but breakfast (dry bread, ham & cheese)
wasn't too apetising, but as we were about to land that was not a problem. Be prepared and take some
entertainment a small supply of food and sit back and enjoy!
Cubana Airlines
- by Pauline Barker
6
June 2005
Travelled on the Gatwick to Havana via Holguin flight on 7 May 2005. Take off delayed by 4 hours and
plane seemed to be held together by masking tape in places. Return flight was delayed by 8 hours
with dreadful food (dry sandwiches and bits of meat) and duty free available only if you were
sitting in the right aisle. No in flight entertainment on the return. Plane bounces well on landing
and oxygen masks have a tendency to fall down!! Not a flight for the faint hearted. Best advice is
to take your own duty frees on board to while the time away as we did with some new friends. Hello
Sonia!
Cubana Airlines
- by John Pope
29
May 2005
LGW-HAV on 14 May, returning 24 May. Business Class both ways. (Check for last-minute upgrade fares
at the airport). Outbound some 3 hours delay due to a late aircraft change by operating carrier
Air Atlanta to B747-200 impacting on all aspects of the ground handling. Very nicely refurbished
cabin with HUGE leather reclining chairs in nose of aircraft. Cabin staff (Cuban + European) willing
and friendly - but lacking any obvious familiarity with the aircraft - or any clear service plan.
Very average premium-economy type meals ex LGW - with no choice of menu - and no sign of any service
during the first hour of the flight. Return flight arrived at LGW almost one hour early despite 30
minutes delay leaving HAV. This was a B747-300 with business class on the upper deck. Comfortable
and quiet - although noticably less spacious than outbound. Catering ex HAV was much better than ex
LGW. 4 choices of hot main meal - served on branded china with real metal cutlery. No
watchable IFE either way (but I was happy with a good book and uninterrupted sleep). Overall
good value for money - based on reasonable price, seat comfort and direct route.
Cubana Airlines
- by Sonia Dearlove
25
May 2005
Flew out to Cuba on 07/05/05. Flight delayed at Gatwick for nearly 5 hours due to plane needing new
tyres. Some of the overhead lockers were closed with masking tape as broken and we generally felt
that the plane was poorly maintained (apparently the plane was a 1972 Russian
craft). Once underway 2
meals received - both poor but some free drinks. The business class seats were empty and when
passengers asked if they could move into them were told that they were for staff to sleep in! No
reading material just safety card & sick bag. Plane did not stop at Holguin as planned as the tyres
had not all been changed and some only had 1 landing in them so we had to get off at Havana and
board another plane to Holguin. Also had an internal flight to Havana which was a bit better but delayed - apparently staff being
trained in how to lock & open doors! Flight home delayed 8 hours, but shipped out to 5 star hotel and given
food & room - decided to get taxi back to airport rather than coach due to the chaos and eventually
boarded plane. Did not sleep on homeward flight due to lack of confidence in flying now, although
this was not a Cubana plane as they'd had to get one from Paris. 2 meals both poor. Steward could
see I was concerned though and tried to reassure me. Have never been so pleased to get to Gatwick
before! Both long haul flights staff did bare minimum and disappeared for long spells of flight although on
homeward flight staff were more friendly. Enjoyed Cuba but would travel BA or otherwise if I went again.
Cubana Airlines
- by Matt Richards
18
May 2005
LGW-HAV-LGW. Half the crew on our flights were Cuban ,the other half multi-national from Air Atlanta
Icelandic ( the owners of the 747-300), hence it was like having two different cabin crews on board.
This meant that the service was slow and hap-hazard. More alarmingly it also meant that half of the
cabin crew were completely unfamiliar with the aircraft type and it's emergency procedures. They
struggled with pointing exits and putting on life vests in the demo, God knows how they'd react to a
fire at 37,000". Food cold on outbound and two variations of ham sandwiches on the 4 hour delayed
return. Re Pat Gildea's comments, we found Cuba to be a wonderful place to visit and experienced
very little hassle of any kind and the ladies in our group (pretty 30 year olds) said they received
more unwanted attention in London!
Cubana Airlines
- by Dave Waters
17
May 2005
In the last two weeks we have flown Iberia from LHR-MAD-HAV then Cubana
HAV-Houlgin and back. The internal Cubana flights were basic but the
coffee was excellent and plentiful. Ground staff were eccentric but
again very helpful some of the time. Having read the comments below I
think we would have been better off taking Cubana from LGW than using
Iberia. It would have been much quicker (return journey took 18 hrs
from Check in, using Iberia and the luggage took a further 48 hours) and
I doubt if the organisation or service would have been any worse.
Cubana Airlines
- by John Heath
17
May 2005
Cubana have changed their charter arrangements and now use an Islandic
747-300. Good news is that it has bags more room than the Airbus 330 -
32 inch pitch, 2cm wider seat - a decent 3-4-3 aisel arrangement (how
did they get 3-3-3 in the airbus - talk about shoe-horned). Bad news is
that it has Cubana (non) Cabin staff. Our 23.35 Havana-Gatwick flight
left at 0400 (thanks for the ham sandwich and coffee at the airport) and
we had just got to sleep when we were woken for breakfast ( or was it
supper?). Didn't see staff in the aisles again until we had lunch an
hour or so before we landed (9 hour flight) - but I did get a glass of
water by searching them out in their hidyholes. The food was awful -
tasteless and inadequate. Also the seat allocation went wrong at Havana
and there was a bundle for the seats. Oh, and finally, the plane creaks
and rattles like nothing I've been on before.
Cubana Airlines
- by Pat Gildea
16
May 2005
We went to Holguin on the 2nd April, and, unlike a previous report, were
in economy class. There was about an hour's delay due to seating
problems on the plane, but, although we had to check in at 9.40, it was
after 3 before any food was served. Prior to this, there was no drink
service, and a glass of wine, water or soft drinks was offered with the
meal, followed by tea or coffee if you were lucky! Somebody near us
asked for more wine and was rebuffed. The staff were surly, and made
no cabin announcements as to entertainment, meals, etc. There was only
a safety chart and sickbag - no reading matter, and nobody explained
that the films could be found in English on channel 2 - channel 1 was in
Spanish. About 2 hours before landing, a very minute sandwich was
served and a soft drink, There was no drinks service nor any duty-free
sales. The plane aborted its landing at Holguin for some reason - we
don't know why. The return from Havana on the 15th April was no better,
and the food was even worse than our outward flight. We had to stand
in queues at the airport for various reasons for over 3 hours, and the
check-in staff totally ignored the seats which had been reserved for our
group. Again there were no drinks available other than with the 2
'meals' and no duty-free sales. As somebody else pointed out, the
staff took over the back seats on the plane and ignored the passengers
as much as possible. One of our seats was broken, as were the sound
channels for the entertainment on both our seats. If you have to go to
Cuba, I would certainly recommend that you try to find an alternative
route to Cuba, even though it might involve changing planes. It was
our worst experience in over nearly 50 years of travelling.
Incidentally, we didn't like Cuba either - the 4 and 5* complexes may be
wonderful, but you get hassled for money, soap, clothes, and by
musicians so much when you leave such areas it becomes too much to take.
Cubana Airlines
- by Chris Harper
30
April 2005
Gatwick to Holguin on 16th April 2005, being 6ft 2inches and 20st, and having read previous comments
re Cubana flights, was a little concerned. At my size all economy seats are a tight fit, No worry
found comfort, service and staff attitude superior to my experiences with Air France to Havana, will
travel again with Cubana. Flight was 45 late start from Gatwick but this appeared to be a a ground
handling problem as we were loaded and ready to go on time. Safety video the best of any I see
as a frequent flyer. No problems with drinks, had several cups of coffee with both meals and choice
of drinks, Meals were equal to any I have received as economy passenger on many other companies.
Drinks offered between meals and /or were also available on request.
Decided to up grade on return flight from Havana, on 26th April as was a night flight, far to much
food offered, far to many drinks, seats very comfortable, staff were good, my wife made the comment
it was the first time in business class that she believed she was getting what we paid for. Only
problem was the lounge at Havana, it was lack of drinks, as much rum as you could drink a few soft
drinks. No coffee or other drinks.
Cubana Airlines
- by Shireen Shuster
25
April 2005
Gatwick to Havana via Holguin. Punctuality was excellent but otherwise, in 30 years of
worldwide flying, we've never had a worse scheduled flight. Having just read the other comments on
this site it seems the quality of a Cubana flight depends on which particular cabin crew you are
lucky - or unlucky -enough to have. Unfortunately, we drew the short straw.
There was not enough food for a flight of over 10hours: a standard economy class chicken meal
(no choice) and then a very small snack several hours later. The drinks trolley did not come round
until after the food was served, on both occasions – this was about 2 hours after take-off. No
drinks were offered at any other time – not even to new passengers who joined at
Holguin.
Throughout the whole flight, people were having to go to the back and ask for water. Someone who
dared to ask for a beer was told he could only have water. We only got half a cup of coffee after
each meal and no offer of a refill. Several of the cabin crew spent much of the flight sitting in
the empty seats (see below) sleeping or reading.
We sat near the back, at the side. The last three rows of seats in the middle of the aircraft
were all left empty – we soon saw why. Straight after take-off the cabin crew busied themselves
getting their own baggage down from the overhead lockers, sorting through it and spreading it over
the vacant seats. There it remained, even during landing at Holguin and the subsequent take-off –
completely against airline safety regulations. (Perhaps this is why they never even bothered with a
safety briefing for those passengers who joined at Holguin.)
The return flght was very slightly better. The food was very poor quality but we didn’t really
expect a great deal in that respect – after all, we chose to visit a “developing” country – and, at
least it only had to last us 8 hours on the return trip. Drinks service was as before in that it
followed the food, not preceded it and only came twice. However, they were slightly more generous
with the coffee and even came round with a refill – for some people. Unfortunately her coffee pot
ran out a few rows ahead of us; she disappeared to the back but never returned. However, we were
offered water once in the flight – an improvement on the outward trip.
Cubana has '3-star' rating for 'inflight reading material'. All we had in our seat pockets was a safety card and a sick bag.
One thing I would say to anyone considering a trip to Cuba: don't let this put you off. It's a
great place to visit, many interesting things to see, very friendly people. Just choose some other
airline to get you there!
Cubana Airlines
- by J York
21
April 2005
Flew Cubana Airlines from Toronto to Varadero on March 29 and everything went
smoothly. I was a bit
nervous about flying them. Check-In was fast and efficient and staff quite friendly and helpful.
The flight itself was ok - I found the staff a bit cold and not caring about what they were doing. The
food was pretty good for airline food. Hot Breakfast meal and all sorts of drinks. Alcoholic
beverages were sold though. The Inflight entertainment didnt work - but didnt mind too much.
Overall good service and would fly them again.
Cubana Airlines
- by D Ramakrishnan
21
April 2005
My wife and I flew from Gatwick to Havana by Cubana on Saturday 2nd April and returned on Tuesday
April 12th arriving Wed morning in Gatwick.
The Airbuses were new and we were offered Business Class Accommodation on the way out at no extra
charge as there had been a need for extra children's seats. The seats were quite comfortable and the
service was excellent in the business class. Not much choice by way of entertainment
We had economy seats on the return flight and found they were rather cramped. We would try to have
business class in future.
The staff were friendly and considering there were so few of them, they kept their composure.
The toilets were downstairs.
The flights were on time on arrival in spite a few minutes delay on departure.
The food was adequate but could be improved as we had asked for Asian Vegetarian Meals, which is
standard on all Airlines but were given Pasta with tomato sauce in its place but huge selection of
tropical fruits followed.
If the width and leg room for the seats are improved, this would be a great Airline to fly in the
economy class. Otherwise we have no complaints.
Cubana Airlines
- by R Cullin
6
April 2005
I have just landed back in the UK after flying with Cubana direct from Gatwick to Holguin. I thought
the staff were very pleasant and the service excellent. The aeroplane was in good condition
and not being a particularly good flyer, I found the 10 hr journey up to a good
standard. I am planning to return to Cuba in December and will be using Cubana again.
Cubana Airlines
- by K McCleary
27
February 2005
Feb 2005 LGW to Holgiun and on to Havana. having read previous comments on this
site the day before leaving we were quite apprehensive to say the least. The flight was on time, the
seat pitch not terrific but despite this most other aspects of the flight were good. The food was
typical airline food, no worse no better than any others, we had 2 meals on the
flight. There was
alcohol, you just had to ask for it. (And we did and got it no problem) The staff were pleasant,
bearing in mind they only earn £10 -15 a month, you shouldn't expect BA service.
Overall, despite the narrow seat pitch, we probably would fly Cubana again.
Cubana Airlines
- by Hazel Brand
15
February 2005
LGW-HOL. Plane itself very comfortable, however after a 2 hour delay,
boarded plane then captain announced they have forgotten to load the
food. Another hour sitting on plane - off we went - food served about
hour later, then nothing for 7 hrs. Air crew were rude, lazy, and worst
of all they carried no drink - no wine except 1 glass with meal. Two
films back to back, then nothing. Homeward journey just as bad, this
time 1 film nothing else. While stretching his legs, my husband was
speaking to another passenger and was told by the stewerdess to be quiet
- this was at 9pm. Again no alcohol. We will never use them again if we
can help it.
Cubana Airlines
- by Sheila Anderson
15
January 2005
LGW-HOL then supposed to be HAV-LGW. Flight out was on time but that is the only good thing I can
say . The seats were cramped both in width and pitch, the food was average, the flight
attendants surly and unhelpful. They refused to move the trolley to allow a passenger to return to
her seat and then failed to provide her food until she went to the galley to complain. They
resented being interrupted to provide drinks during the flight (which had to be paid for).
The Friday night return flight was at first delayed and then cancelled, due to technical problems
and then 'operational' problems. Cubana seemed incapable of organising an alternative and the party
I was travelling with did not leave Cuba until the early hours of Tuesday morning, arriving home via
Paris at 6pm on Tuesday evening. Over the course of the weekend we were told four different
departure times, which all failed to materiaIise. I had so lost confidence in their ability to get
us home that I booked an alternative flight with Iberia. Members of our party who did travel back
with Cubana spent five hours queuing to check in, and the plane was delayed for three and half
hours as a result of this shambles. Some poor people queued for
five hours only to be told the flight was overbooked and they would have to return tomorrow!
If something goes wrong with the one plane that Cubana fly you will be stranded.
Cubana Airlines
- by Lian Alfredo
8
January 2005
LGW-HOL then HAV-LGW. On their new Novair Airbus. Overall the service was
generally courteous, however the food was inadequate, lacked variety, and size , which left me and
my diabetic partner still feeling very hungry. The Cuban government has had over ten years to
improve the quality of their services, somehow they can't seem to get it right. If they want to
increase their client, all services including flight times, must be improved. I suppose the only
reason I cant complain too much about bookings and flight times was because it was booked through a
holiday agent, and they probably get top priority.
Cubana Airlines
- by Michael Drake
6
January 2005
Four of us flew to Cuba for Christmas on Cubana in Business Class. The service out via Holguin
(where we had a delay) and on to Havana was rather long. The trip home direct from Havana to Gatwick
was much shorter. Both flights were excellent in terms of seating, service and overall quality.
Having read a few of the other comments we were expecting the worst but in fact we got the very
best. The cabin staff on both trips made a real effort to make things comfortable and were a credit
to their airline and their country. Well done and thank you.
Cubana Airlines
- by Claire Best
18
December 2004
I flew from Gatwick to Holguin and then back to Gatwick from Havana in
October. Although no real complaints about the flight, we were told, on
arrival at Havana nearly 3 hours before our flight, that it was over-
booked and approx. 50 people would not be flying that day. After waiting
4 hours, and because there was a free-for-all when the desks eventually
opened, we, along with about 50 other people were sent to a hotel for
the night and told to get a taxi back in the morning. This we did, and
eventually, after lots of pushing, we were flown home, via Montreal the
next day. Apparently, this is a very common occurrence on the Friday
Cubana flights into London.
Cubana Airlines
- by Martin Newman
5
December 2004
My wife and I flew business class on Cubana Airlines in June during our honeymoon and the food was
awful and even though there were only 8 people in business class by the time they reached my wife
and I they had already run out of 2 out of 3 of the selections, the service was bad and we kept
having to ask for everything and then the crew proceeded to sleep/snore on the seats behind us.
Checking in on my return in Havana they told us that they had no record of us being in business
class and spent the next two hours trying to resolve the issue I ended up having to pay a further
$400 for my wife and I to fly business class home which was apparently the going rate at the airport
even though we had paid $1100 for the seats in the UK. Finally after 6 months I have finally
received a cheque from Cubana for the extra money that I had to pay with no explanation, interest or
compensation.
Cubana Airlines
- by A Hughes
26
October 2004
We went by Cubana last July, from LGW. The plane was brand new and
fairly comfortable. The attendants were excellent, but the inflight
entertainment and food really let it down. There was no entertainment
until four hours into the flight, with two movies being shown. We are
vegetarians and for some reason they didn't send any vegetarian meals
on-flight and there were about ten of us who had to had random bits of
food from the other meals on our plates. This wasn't that bad, because
we weren't that hungry, but quite annoying because when we paid for
them, we expected them. The language barrier was tested, I asked for
coke about five times, even in Spanish but all I got was water, even
when I pointed at the bottle. Not Cubana's fault, of course. It was
okay, I wouldn't fly with them again though!
Cubana Airlines
- by S Liarde
29
September 2004
I have flown Cubana 6 times from Canada (YYZ) to Havana (HAV) and had nothing but
excellent service
on modern Airbus equipment. Super polite staff and crew and their food service was also pretty
decent. I've only been delayed once because of a severe snowstorm back in Canada which resulted in a
6 hour delay before we could leave Cuba.
I've also flown domestically on Cubana and the planes are generally older Soviet era aircraft that
at least get you there, though not in too much comfort.
So basically, International Cubana is great, and domestic Cubana is tolerable.
Cubana Airlines
- by Michael Hibbs
9
June 2004
April/'May 2004 LGW-HOL HAV-LGW. Overall the flights were OK, on a new Airbus operated by the Swedish
airline Novair. FA's, who were Cuban, were friendly and helpful, especially on the out-bound. After
excellent time-keeping on the way over, there was a delay of 4 hrs to the return flight which was
caused by the need to repair the plane after a lighting strike during the in-bound flight. I guess
it could have happened to any airline in those circumstances. There was little communication or care
during the waiting period though. Food, after being good on the way from Gatwick, was one of the
worst I have ever had on any flight (including Aeroflot) on the way from Havana. However, all in
all, I would have no problem flying them again, but would take my own food on the way back!
Cubana Airlines
- by R Beach
7
June 2004
We have travelled several times transatlantic with Cubana and cannot speak highly enough of the
service, courtesy, value for money and helpfulness of all the airline staff involved. Exactly the
same comments apply regarding our travel within Cuba on Cubana also. After nine years of travel to
Cuba I can thoroughly recommend this airline.
Cubana Airlines
- by M Scorborth
29
August 2003
I have flown Cubana Airlines about 6 times.
The only reason I have done it its because of their cheap fares. But if you can AVOID flying with
them DO it. Flying Cubana is not for the faint at heart. Not only do they have old and unkept
airplanes, but service is awful. Terrible to say the least.
Their safety procedures do no exist.
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