✅ Verified Review
| Upon arrival to Cayo Largo, our luggage was lost after a direct flight from Toronto to Cayo Largo. A fiasco was about to start, nobody could help us locate our luggage, nobody knew how to contact Toronto to see if our luggage was sent on the plane, nobody understood what we were trying to ask. After the Cubana Hola Sun representative finally understood that we did not receive our luggage, and had an airport rep scribble on a piece of paper of apparently what seemed to be a lost luggage report. The Hola Sun rep insisted we get on a bus to our hotel, when we wanted to receive answers before leaving the airport on the status of where our luggage was located and how we can have access to it. Nobody wanted to make a call to Toronto. They indicated the only flight from Toronto to Cayo Largo was the 5th of August, the day we were leaving Cayo Largo, and we had no other options in regards to receiving our luggage. We left the airport after the Hola Sun rep told us she would take care of this. The next morning at our group meeting with the same Hola Sun Cubana rep, she did not recognize us and did not know we had lost our luggage. She scribbled beside our room number lost luggage. She told us again that she had no way of contacting Toronto to see where our luggage was and that she had no control in this matter. The following day we approached the rep yet again about our lost luggage and that we had nothing for the entire week in the deserted island of Cayo Largo, she said we should contact the Cubana rep at the Cayo Largo that only works after 1PM. She again did not want to call Toronto Cubana Airline for us to see if the luggage was there or not. The next day, she had no idea who we were and said she did not deal with lost luggage. Finally, day 4 of our trip, still no baggage, no sunscreen, no clothes, no snorkelling kits, no shoes, a new rep comes on duty and immediately takes charge and types a Microsoft Word document stating we lost our luggage and signs it, still no report sent to YYZ stating they lost our luggage. She then tells us she spoke to the Cayo Largo Airport rep of Cubana that will send our luggage to Cayo Largo tomorrow via Varadero. The next morning, we prepare to be ready for the arrival of the 6.45AM plane from Varadero, to finally receive our luggage. Nothing, nobody knows, no claims about lost luggage, no reports, no file #. Day 6, we go see the rep again, who states your luggage could have never sent because YYZ Cubana is on strike, sorry. Day 7, finally we leave this fiasco, on route to YYZ to see about where could our luggage be. We arrive in YYZ at 1AM, no reports about lost luggage, nobody at Baggage Claim knows what we are talking about, Cubana. He brings us into a closet, hundreds of lost luggage unorganized piled on top of each other, a dozen of strollers, bugs, humidity smell, and he says to check in there by ourselves. Desperate, we search through the piled on top of each other, nothing. The Baggage Claim in YYZ tells us to call in the morning, nobody knows and there's no claim report in their system and they refuse to file an official report for us in the system, stating only this one person can do the actual report. 2AM we drive 5 hours home hoping maybe the luggage was sent home during our time away. Nothing. 5 days of phone calls, we find the luggage.