CUBANA AIRLINES   Passenger Reviews and Passenger Trip Reports

CUBANA AIRLINES customer review :  22 March 2010 by M Cross   (UK)

We had 9 hour delay at Gatwick with only explanation as 'operational difficulties' The flight then went to Havana instead of our destination which was Holguin we then had to get internal flight. The food was worst we ever had on flight, no films and the individual lights did not work so when cabin lights dimmed we couldn't even read. The toilets were not kept clean and ran out of soap and paper towels. If you have the choice please use another airline we certainly will never fly with them again.

CUBANA AIRLINES customer review :  22 March 2010 by N Kipp   (Canada)

On a recent trip to Cuba, I got in the lineup for my boarding pass before I realized that I had my expired passport with me instead of my current one. The supervisor on duty went out of her way to help me contact family to bring my passport to the airport. Since this trip would take my son an hour and a half, she gave him her phone number to give her his progress as he traveled. She looked into alternate flights that I could take also. Once my son arrived at the airport, she personally made sure that my luggage got on my plane since all other luggage had already gone. Our flight was great, as was the service and friendliness of all staff.

CUBANA AIRLINES review :  16 December 2009 by S Hutchison

London Gatwick to Holguin, then Holguin to Havana and back to Gatwick. Our flight was comfortable and staff were pleasant and helpful. Toilets were clean and adequately stocked. The food was hot and a better standard than some food I have had on recent flights with UK charters. We had no problems with transfers or baggage, which is still shrink wrapped on the way home. All in all a pleasant experience and I would fly Cubana again.

CUBANA AIRLINES review :  20 July 2009 : by Bobby Giannakopoulos

YU -SNU return. A320 lease from Taca airlines instead of an Ilyushin aircraft. We chose this airline because it had decent schedules. Check-in in Montreal was normal. The legroom was really good for a 3h30 flight. Safety demo shown on video in Spanish with English subtitles, announcements onboard also made in French. Service onboard wasn't the best but it was average, however one flight attendant didn't seem to like her job. On return flight check-in in Santa Clara airport was slow and disorganized. Sure Cubana is not a great carrier like Air France or Lufthansa but it's okay.

CUBANA AIRLINES review :  15 April 2009 : by C Wigg

I had booked to fly to Cuba with Cubana in July 2008. The airline then rescheduled the flights and I was unable to travel on the new dates and so had to cancel. A year later I am still waiting to have my flight refunded. So, I can't comment on the quality of the inflight service but the customer care is dreadful. They never answer calls, emails, letters etc and it looks like I'm going to have to go to court to try and get my money back. Great shame.

CUBANA AIRLINES review :  15 April 2009 : by H Jugdev

Terrible is the only word left in my mind after a flight with Cubana, I upgraded my wife and I to Business class on the outbound flight, upon arriving at our seats there were two members of staff that begrudgingly vacated when asked. The flight had no inflight entertainment and the safety video was abandoned, why? The inbound flight was the worst! Firstly Cubana cancelled our flight opting to fly us to France, then we had to arrange our own swap of tickets before boarding. The staff were exceptionally rude; one attendant threw my wife's inflight meal at her!

CUBANA AIRLINES review :  30 March 2009 : by Louis Pelletier

I fly Cubana regularly (2 times/year) since 2003. I never encountered the delays and problems some people from Europe reported. For the food onboard I noticed that the quality out of Montreal seems superior than the one out of Habana - prices are sensibly lower than other airlines for the same quality.

CUBANA AIRLINES review :  24 December 2008 : by Angie Sparrowhawk

I flew with my husband to Cuba in October with Cubana, Business Class. The plane was old and Russian but comfortable with the most leg room we have experienced. The food was fine and catered for us as vegetarians. The staff were helpful, polite and attentive. The only criticism was the films were not good.

CUBANA AIRLINES review :  7 December 2008 : by K Mckenzie

LGW- Havana. Stopover in Holguin was difficult after an already long flight and no info given on how long we would wait on the plane before continuing to Havana. Food was minimal but no worse that usual plane food. Advice - take cards, a good book and a stash of nibbles and drinks as only two small cups of drink were offered and nothing on sale by way of food or drink. On the plus side the seats chairs reclined way back. Main down side is no individual TVs one film in Spanish on shared screen and hard to see.Plane delayed both ways- 1 hr and 3 hrs respectively.

CUBANA AIRLINES review :  3 December 2008 : by C Morison

Cubana must have sorted some problems out. Just returned from 2 week holiday to Cuba, which included internal flight - Holguin to Havana. No delays at all, newish aircraft - Ilyushin. Staff pleasant and food edible, if slightly sub-standard.

CUBANA AIRLINES review : 11 October 2008 : by E Ashford

Customer Rating : 1/5

Our flight was delayed by 36 hours leaving LGW to Havana and again by 36 hours on the return flight via Paris - plus a 2.5 hour delay in Paris whilst passengers alighted and new passengers boarded. Apparently the "operational difficulties" were as a result of the flight being merged with the Paris flight. The seats were uncomfortable and service was mediocre. Do not get me started on the food from Cuba - it is terrible. It appears that Cubana have been getting away with this for quite some time.

CUBANA AIRLINES review : 1 October 2008 : by M Lamburn

Customer Rating : 1/5

Avoid Cubana Airlines. We went to the airport to find out that the London Gatwick-Havana flight was delayed by over a day without notice. It appeared the plane had come via Paris and French passengers were already on board. No explanation was given, we received no compensation or hotel vouchers, nothing. Coming back the same thing. We were only told at the resort when checking out that the plane was going a day later. We had to go via Paris, where we had to stop to let French passengers get off and new ones come on board. He had to sit on the plane at Paris for over 2 hours whilst the plane was being cleaned. After over 15 hrs on the plane we finally landed at Gatwick. No explanation, apology or compensation was given. It appears Cubana is saving money on fuel by combining their Paris and London flights. Therefore our travel insurance is not paying out for the hotel stay. The service was bad too.

CUBANA AIRLINES review : 18 September 2008 : by S Hughes

Customer Rating : 1/5

We arrived at airport to find flight cancelled (Havana to London due to leave 8pm) - when asked no reason was given. We were told to wait in a queue and no info was forthcoming til passengers got stroppy. They put us up in a hotel for the night (hotel was quite nice - only good point). Next day the flight left on time (11pm) but went via Paris. Flight was delayed by 75 mins in Paris and still no explanation given, no communication from flight staff - passengers getting very angry. Eventually we arrive in London after a 27 hour delayed departure and about 13 hours on the plane.

CUBANA AIRLINES review : 27 August 2008 : by A Shah

Customer Rating : 1/5

We flew on Cubana to Hrvana via Holguin, check in was chaotic. The plane was very old, no inflight entertainment and food was not that great either. You have pay for any extra hard or soft drinks. The staff were very old compared to other airlines. The return on was worse. The plane had a fault and we had to wait for another plane. We were kept at the airport for over 8 hours with one sandwich and 1 drink. No toilet paper in the toilets and no inflight entertainment. Please do not book unless you have no choice.

CUBANA AIRLINES review : 12 July 2008 : by D Swaine

Customer Rating : 3/5

London Gatwick to Havana return in business class (Club Tropical). Aircraft IL96-300. Outbound flight left 2 hours late, but arrived on time as it omitted the scheduled stop in Holgiun. Great for me as I was heading to Havana, but no doubt annoying for those going to Holguin. (It missed out Holguin also the following week, 28 June - I met people who had been on this flight.) Return flight HAV-LGW left on time and landed 20 minutes early in Gatwick. Friendly and helpful staff on the plane. Food ok but not exciting. Unlimited free drinks (in business class). Films shown were fairly recent, although the same on outbound and return flights. Toilets fine. Business class seat not as good as other airlines - only reclines about 45 degrees, but there is plenty of leg room. No use of business lounge at Gatwick, but you can use decent lounge at Havana. Taking account of the price paid I can't complain. For holiday I'd consider Cubana again. For work I'd choose Virgin. Also flew internally Havana-Holgiun return on Cubana. Approx 100 seater propeller plane. About 2 hours late each way. Offered a free sandwich and drink in airport because of delay. Cramped seating if you're 6'2" like me. On the plane they served free drinks and a small cake.

CUBANA AIRLINES review : 3 June 2008 : by G Woosnam

Customer Rating : 4/5

Gatwick to Havana, via Holquin airport in May. We found cabin crew friendly and entertainment consisted of 2 quite recent good films. We travelled with our 2 children and they were always catered for first which means a lot. Very comfortable flight with adequate leg room, much better than some airlines we have flown with. We would fly with Cubana again.

CUBANA AIRLINES review : 16 May 2008 : by J Hopkins

Customer Rating : 4/5

London Gatwick to Holguin with Cubana was in a newish Air Europe plane. The cabin crew was Cuban. There was no inflight entertainment on the 10 hour flight but meal was edible and staff polite. A few extra complementary drinks would have been welcomed. The return flight from Havana to London Gatwick was in a Russian Ilyushin plane. It was very worrying at first when we discovered this in the departure lounge but thank goodness the plane was new and seat configuration and arrangement of toilets at the back of the plane were good. The staff was Cuban and they were helpful. The evening meal was good and wine was offered. Even the breakfast was a lot better than some of the breakfasts we've experienced on some other scheduled flights. The most surprising aspect with Cubana was the compulsory and free shrinkwrapping of check in luggage as soon as you arrive at the airport - an excellent idea! All in all we were pleasantly surprised with Cubana.

CUBANA AIRLINES review : 10 May 2008 : by D Stelling

Customer Rating : 3/5

We may have been lucky - we flew to Holguin, and back from Havana and both flights were more or less on time, comfortable and uneventful. We didn't have in flight entertainment on the way out but that's often a blessing. I didn't expect extreme comfort but the crew on both trips were friendly.

CUBANA AIRLINES review : 30 April 2008 : by B Webb

Customer Rating : 1/5

Just had a wonderful holiday in Cuba, apart from the ghastly flights with Cubana. The plane was old and uncomfortable with no inflight entertainment. The food was inedible and what there was of it was flung down on our tables. We waited hours for our first drink and then only got one on request. The staff were appalling - rude, scruffy (due to sleeping on the outward daytime flight most of the way). The toilets were filthy with no paper etc topped up - I even passed a member of the cabin crew vacating a toilet and leaving it in this condition. Safety checks weren't made. On the return journey a passenger behind me was taken ill and constant ringing for the attendant remained unanswered. Verbal communication of the incident was treated with no sense of urgency.

Cubana Airlines review - by Stephen Roots

30 April 2008  Customer Trip Rating :

London to Havana - a total disaster. How can an airline be allowed to trade in this way? Long queue at check-in - tempers frayed. Upgraded to Buisness Class £150 as the rumour was that the seating arrangements in Economy were terrible. Reluctant warm champagne as was the total experience - a returning crew took up the empty seats and then carried out long protected conversations across rows, aisles and seats - when the terrible meal arrives they dumped all their laptops, shopping and assorted junk on my empty next seat. The meal was terrible - one glass of very good white wine - warm!

Cubana Airlines review - by Helen Rae

30 April 2008  Customer Trip Rating :

Got to be the worst airline I've ever been on. 12 Hours stuck on a plane with two half cups of lukewarm coffee and two awful meals. One glass of wine only, no inflight entertainment, not even headphones for the music. Then there was the stop off at Holguin, with an hour delay. sat on a stuffy plane and no water offered. Really miserable staff. Return flight home was slightly better, only 8 hours. Still no inflight entertainment but - we were given earphones that fell out of the connection point, so waste of time, couldn't listen to any music. Only good thing was pillow and blanket given. Duty free was offered on return trip, didn't keep any pesos because you can't take them out of the country, and didn't keep any sterling for it, as it was not offered going into Cuba.

Cubana Airlines review - by A Greaves

23 April 2008  Customer Trip Rating :

Our flights were 5th and 18th April 2007 - Cubana are the worst airline I have ever flown with. Check in was quick, although chaotic. We boarded on time, pushed back on time and then returned to the terminal for 30 minutes while a 'technical' fault was sorted. Eventually we took off an hour late - not too bad, but every extra minute counts when travelling with children. Food was awful. Drinks were fine, until they ran out of alcohol! Entertainment - the system was 'broken'. 10 hours is a long time to be stuck on a plane without a few films or programmes to pass the time. The entertainment did work on our way home - all two channels terrible music. Staff on the outbound were miserable, a little friendlier on way back, but I guess like me, they slept most of the way. Return flight check in at Havana was a nightmare. You have to queue to have your cases shrink wrapped, then queue to check in, pay your airport tax, exchange any left over pesos - some of our party were still checking in at 8.40pm when the flight was due to leave at 8.50! Needless to say we didn't leave until 9.30pm. In short if you are planning to fly Cubana to Havana, I'd seriously reconsider my options if I were you.

Cubana Airlines review - by Peter Turner

23 April 2008  Customer Trip Rating :

Gatwick to Havana, via Holguin, returning direct from Havana to Gatwick. Outward journey delayed by an hour. Plane was supposed to leave at 13:30. We weren't called to board plane until 13:00 so knew we were going to be late. Flight crew were OK. Food was awful, we expected this so took sandwiches. No inflight entertainment - (12 hour flight time). Return journey just as bad. Flight was supposed to leave at 20:50. Waited in a massive checkin queue for 2 hours as their system was down and no one was being processed. We were near the back of the queue. By the time we got checked in, paid airport tax and got through immigration we had to go straight on the plane and had no time to buy anything. Plane left 1 hour late. Food bad again and no entertainment. Drinks are only offered with the meal. Water was warm (as was salad). Both flights were on a Boeing 767 with adequate leg room. If you are mad enough to fly with this airline then I recommend you take a good book, DVD player, drinks and food. I would never travel with this airline again.

Cubana Airlines review - by D Mehdi

15 April 2008  Customer Trip Rating :

Gatwick to Havana, via Holguin, returning direct from Havana to Gatwick. Both outward and return fllights were on time. Efficient check-in service. Flight crew friendly, adequate food and drink served, although worth taking a few snacks - it is a long flight. Pillow and blanket provided on boarding. No in-flight entertainment either way - take your ipod and plenty to read.

Cubana Airlines review - by P Rooney

28 March 2008  Customer Trip Rating :

Just got back from ten days in Cuba a day late. We were delayed going out and the inflight entertainment was broken. Very old Boeing 767 and very little leg room. Flight was delayed at Holguin en route to Havana from Gatwick. Very rude staff. Return flight was delayed for 5 hours before the 17 people at the back of the check-in queue were told we would have no seats because the first flight broke down and the replacement jet was smaller . Cubana made no effort to solve the problem and the holiday company had to sort it out. Flew back today with Air France via Paris. I would never consider Cubana again.

Cubana Airlines review - by K Reed

27 March 2008  Customer Trip Rating :

15 hour delay at Gatwick for the flight to Holguin. Reason given was the weather - strange as the weather was ok both ends. Had checked online prior to setting off for Gatwick - no delays reported - but the aircraft hadn't left Cuba when I got there. 1.5 hour wait for check-in. The hotel day room promised by the airline during checkin failed to materialise - everything already booked at Gatwick apparently. I was recommended not to leave the airport - presumably for the airline's peace of mind regarding checked-in passengers not turning up for the actual flight. I booked a hotel room myself in Crawley for the day. The flight was basic - no entertainment, food just edible, little service. Staff were fine and the seats comfortable. Return Flight 21st March: 6 hours delay. Reason given was a technical problem. In future, please, more information on delays. In advance. Excluding the delays, the flight was only slightly worse than expected.

Cubana Airlines review - by S Couppleditch

27 March 2008  Customer Trip Rating :

Just recently flew with them to Cuba. It will be the one and only time! Inflight food was awful. In- flight entertainment was noticeable by its absence. The delay outward-bound and inward-bound was nearly 24 hours combined.

Cubana Airlines review - by K Elcombe

25 March 2008  Customer Trip Rating :

Just got back from 10 days in Cuba. Had a 14 hr delay at Gatwick, which they had known about the night before as plane hadn't even left Cuba! Were told it was due to technical problems but were then told that it hadn't left Cuba due to the high winds at Gatwick. Seemed a bit funny that no other flights had been delayed. On way home had a 6 hr delay due to another technical problem with the auto pilot! Staff unfriendly, and slept most of flight - no drinks offered in between meals and no inflight entertainment. Would never fly with them again.

Cubana Airlines review - by D Williams

25 March 2008  Customer Trip Rating :

Gatwick to Holguin - outbound leg was delayed 5 hours, the return by 7 hours. Plane was a leased 767 and had seen better days. Food was poor, the service was only apparent on the two occasions during the flight when we had food - rest of the time you had to fend for yourself, legroom was poor, no inflight entertainment. Washrooms were not monitored by the crew and quickly ran out of toilet paper and hand towels.

Cubana Airlines review - by G Rowland

20 March 2008  Customer Trip Rating :

Went to Havana from Gatwick and it was the worst flight I have ever had. 12 hr flight with no inflight entertainment, only one drink served with each meal - could not get another drink, free or to purchase. Crew rude and slept most of the way. Return flight just as bad - you have been warned.

Cubana Airlines review - by R Heinbuch

2 March 2008  Customer Trip Rating :

My fiancee & I travelled with Cubana Airlines. Would have perferred to travel a little earlier in the day (we didn't arrive at our hotel till 4 am, was a very long day - but overall the experience was good, allowed extra weight, so there was no hassle at check-in and because we were last plane to arrive in Cuba ? Food was so, so - the snack coming home was awful!! Staff was very friendly and helpful and the plane was comfortable. The next time we go to Cuba, I will surely look into flying with Cubana again.

Cubana Airlines review - by Gerry Langlois

24 January 2008  Customer Trip Rating :

Toronto to Santa Diago Cuba return. 9 hour delay and no compensation given to us, just "you do know there is a delay" Yes, as we were standing in line! Onboard, the legroom is good. Service staff do their best, food is basic. No prior warning about a scheduled delay-unprofessional. I just got back from Cuba and have not had any sleep for a long time so I will comment further when I have slept on it.

Cubana Airlines review - by S Delgado

17 January 2008  Customer Trip Rating :

BOG-HAV-BOG IL62M old aircraft. Poor entertainment and catering, friendly staff. Seats are confortable and have a good legroom.

Cubana Airlines review - by B Crowley

5 October 2007  Customer Trip Rating :

CCS-HAV. Check-in took 1 hr 45 min, at various times I was told not to use this queue or change to that one, in the end I was about the third-last to get a boarding pass. I think this is the longest time I have ever waited at check-in. On board the Ilyushin 96, the special meal I had requested did not materialise, but in other respects the inflight experience was excellent. Friendly service, comfortable seats, a reasonable movie. I would fly Cubana again, but based on my experience I wouldn't bother turning up early to check in.

Cubana Airlines review - by K Long

11 June 2007  Customer Trip Rating :

After reading some of the comments posted on this site, it was with some trepidation that we boarded the flight to Cuba. I have to say we were pleasantly surprised with the service, the attention of the cabin staff and the overall flight. We left on time, we landed on time and the flight was good. The return flight, which was an overnight flight, was also good and on time. We have flown many times before and we will not be put off flying with cubana Airways again.

Cubana Airlines review - by C Lines

31 May 2007  Customer Trip Rating :

Holguin from Gatwick with Cubana (Air Europa), after reading comments here I was expecting the worst but was pleasantly suprised. A 9/10 hour flight is not a pleasant experience no matter who you fly with unless you pay for an upgrade. Leg room was fine, seats are firm but not uncomfortable.The Cuban cabin crew are probably not as professional as European crews but they performed their duties admirably. Two meals & free drinks were served, unremarkable but welcome airline food. Three in flight movies were shown, all oldies. Take lots of reading material. All in all a pleasant, if long flight both there & back, on schedule.

Cubana Airlines review - by R Engesser

31 May 2007  Customer Trip Rating : n/a

MAD-HAV. Aircraft IL96, Business Class (called Club Tropical ), charming and attentive cabin crew, generous food and drinks. Only negative point - Inflight Entertainment System not working properly. Will fly them again, no doubt.

Cubana Airlines review - by R Hobson

20 April 2007   Customer Trip Rating : n/a

Gatwick-Holguin-Havana. We were delayed 5 hours going out as there was a problem with an antenna that had to be fixed. Eventually we got on our way! We found the plane comfortable enough, were given food and drinks of a good standard and quite enjoyed the flight once we got going! The leg room was great compared to other planes we have been on- the only niggle would be the inflight entertainment - this was poor to say the least! Coming back was absolutely fine, we took off on time and arrived safely in England Saturday morning. We did hear via the grapevine that Cubana had overbooked both flights that we were on, but fortunately we were fine.

Cubana Airlines review - by L Anderson

20 April 2007   Customer Trip Rating : n/a

The seats were comfortable and lots of leg room. The attendants were nice and helpful. What we were most impressed with was the amount of luggage we were allowed to bring 2x30KG bags each! I will take this baggage allowance over a sandwich and glass of champagne on Sunwing any day!! My only wish is that Cubana and other airlines would fly to Santiago de Cuba out of Calgary and/or Vancouver - not just Toronto - even is they did it one day a week!

Cubana Airlines review - by Judith Nudd

10 April 2007   Customer Trip Rating : n/a

London Gatwick to Holguin. Full marks to an extremely pleasant checkin agent. My seat on the plane was probably one of the most uncomfortable ever, rock hard with very little padding. My vegetarian meal was excellent, a curry with fresh fruit as a dessert, far superior to my travelling companions normal meal. My snack before landing again contained fresh fruit. Halfway through the flight the toilets were smelly and lacked toilet paper. The overhead screen in my part of the plane didn't work properly so there was no chance of watching a movie. Return from Havana to Gatwick two weeks later had the same uncomfortable seats and awful food (loaded in Canada) one of the toilets was completely blocked ?and had water on the floor. My overhead light didn't work and the dark blue dye from the blanket ran onto my blouse. The temperature on the plane was extremely cold. Not the best of flights, it somewhat spoiled what had been a great tour of Cuba.