✅ Verified Review
| Departure from Toronto March 31st started off with the check in desks not being ready when I arrived, but they set up a little later. Didn't appear to be any issues with the departure time of 12.50. Flight ok, service ok, basic, notice no movie screens, no ear phones issued, no pillows or blankets provided. Flight went smoothly and arrived at SCU on time. Return was another story entirely. I've noted from other reviews that Cubana appears to have developed a steady pattern, which may now be a practice, of not being on time, major delays, and very poor to no information being communicated to passengers. Yes, airlines experience delays and equipment problems. But in this day and age what continues to happen with both of these companies is not acceptable. So, for the return. The 6.05 departure on April 7th from SCU was originally on time, but then it was delayed. No explanation as to why. At approx. 7.30 or 8 an official came into the departure lounge and passengers went to speak with him to find out what was going on. We were told the flight wouldn't be leaving until 3 am. We asked about being taken out of the airport and accommodated for more comfort etc. due to the length of the wait and were told no. We asked about food and refreshments and were told that was being organized. The timing of the departure changed 3 more times after that, moving to 10pm and 11pm that night, and then finally an empty jet arrived at 12.20. Rumour had it that there was a problem with the flight coming down from Toronto and it had to turn back. Same thing with a flight that was allegedly coming from Havana. We were also told that they had to get permissions in place for our plane to land at Toronto in the wee hours of the morning (eg: 2.30am). Once the empty jet landed and we loaded, we took off at 1.30 am. Service even more basic than the flight coming down - drinks and a snack were served but nothing else. No duty free offered. And, again, no earphones, no movie screens, no pillows or blankets. We flew without any incident, landing in Toronto at 5.30 am. A lot of passengers had to miss work / school that day because of the toll all of that drama took. Again, by this point in time Cubana and Hola Sun seriously need to pull up their socks and change their ideas and approach towards their schedules and their approach, especially with regard to providing better communications and information, to the travelling public. There are limited airlines that fly into Santiago. But that doesn't mean Cubana has any sort of monopoly and can treat passengers like that.