Havana Air

Negative experience: Horrible service, do not travel there. Delayed flights and overloaded baggage from agencies.

Positive experience: I am satisfied with the treatment and service I received from the agency in Tampa, they were friendly and successfully resolved some setbacks, thank you

Negative experience: If I could, I wouldn't leave a single star, but if not, I can't comment. I called on the phone to ask a question, and before I finished speaking, the woman was responding to me in a very rude manner. They should change the customer service because the woman who works there is undesirable... and lacking in manners and everything.

Negative experience: Terrible, from the calls that never get answered, the delayed flights, and the fortune they charge for the lousy service they provide, the phone support leaves much to be desired. Overall, they are the worst.

Negative experience: This Flight Company is useless, the Customer Service is terrible, in short, the employees there don't care whether they assist you or not. Very very disappointed with this company you guys SUCKS.

Negative experience: Pessimism in service, what is most common in this business is what should happen the least. Standing out among other companies for having delayed flights quite frequently, unprofessional employees, and regularly lost luggage despite how strict they are when charging for it. And to top it all off, they change or cancel your flight date with the same ease as they delay it. They don’t have to try to be incompetent because they really achieve it without much effort. The only reason they exist is due to the need and scarcity of our relatives. If I were given the choice of who would take me to death, this company would be my first and only choice. Thanks to their awful service, you’ll have a guaranteed long life.

Negative experience: AWFUL! Today August 23/2024, the person who was in service treated us very badly. First, we called, and they picked up the phone only to put us on hold. We finally talked with her by phone, asking if there was a flight for that day, and she said YES. When we arrived at the office 20 minutes later, she told us THAT YES, THEY HAD A FLIGHT BUT NO SPACES. In conclusion, they treated us badly, made us lose time, and ruined our trip.

Fantastic experience: I loved traveling with this airline, they are very friendly. Thank you so much for everything, I loved it.

Negative experience: I wonder if the owners read the reviews and if they have considered changing the employees, because when you call by phone to ask a question, they don't let you finish speaking, they are already responding to you and in a very rude manner. On top of that, when you buy the ticket, they don't warn you about the exorbitant amount of money they charge you at the airport fees for gasoline; it's the first time I've heard of that. So why then give you bad treatment over the phone? At this rate, I see them going bankrupt; terrible service and awful airline, it’s better to pay $1000 and go with a quality airline than to go here.

Negative experience: I do not recommend traveling with this airline, it is a total disaster, they do not respect departure times and never show up to give you an answer. Last time I travel with this airline.

Negative experience: The worst airline I have ever traveled with, a 6-hour delay; I do not recommend it.

Negative experience: I am very unhappy with 8 hours and more delays. I do not recommend this airline to anyone traveling.

Negative experience: The worst experience I have ever had in my life when it comes to traveling. We have been waiting for more than 3 hours, and no one gives us explanations, plus the price was not cheap, all passengers are unhappy.

Negative experience: It's always the same with this agency, the flight is delayed by more than 6 hours, they don't provide explanations, and the bags always get left behind; they only load bags from other agencies.

Fantastic experience: Excellent service!!! Highly recommended!!

Fantastic experience: At the moment, this is the best chapter that is traveling to Cuba. No delays and no lost luggage. Very good experience with them.

Negative experience: Most travelers' suitcases were left behind because the priority was the agency's baggage. They told me the pounds were at $1, but they charged me $3. I decided to take the first flight and ended up wasting the entire day at the airport; my suitcases appeared at 8 PM.

Fantastic experience: Very kind, very good service from Marlen and her son.

Negative experience: Poor service, bad customer service the flight was delayed for 8 hrs and no apologies and no compensation.

Negative experience: Garbage do not use them. Communist sympathizers. Continual flight delays and cancellations. Refunds ?? That’s a joke forget it. Why the U.S.Government allows them to operate is beyond me. And let’s not forget, Cash only !! IRS needs to take a very close look. Skimming by the thousands every day.

Negative experience: Very poor service, I've spent more than an hour waiting to be attended and nothing, very bad job on their part.

Fantastic experience: So far, I have never had problems on my trips. Once, I was delayed returning from Holguín, but it was due to weather conditions.

Negative experience: Very poor phone service. They do not answer and barely want to explain. If they had a page with the details, it would save time and the customer would be better satisfied or less angry.

Positive experience: Excellent service and very professional customer service. Great communication and fair price for the ticket.

Negative experience: 1. Flight delayed 3 hours 2. They charge you $25 per suitcase plus $2 per pound for the first suitcase and $1 per pound for the second suitcase. 3. They charge you $84 per person in taxes 4. If you pay by card, they charge an additional 5% 5. They sold me the children's visas for $100 each and only accepted cash, and they didn't give me a receipt. When I asked for the receipt, they told me they didn't have a receipt for the visa. They might be doing illegal business with the visas. 6. One of the employees told me that if I didn't buy the visa under those terms, they would simply take the children off the plane. He got annoyed because I asked. Very sarcastic and ironic. His name is Yovany. The supervisor Dianet was one of those who told me there is no receipt for the visas and it's only cash.

Negative experience: The worst airline that exists, disrespectful scammers. 5 hours of waiting for Cuba and they don’t say anything else, I will never travel here again.

Negative experience: I called today to ask a question about luggage and was treated very rudely; the person seemed to have had a bad day. Ma'am, if you work in customer service, please treat your clients well or look for another type of job.

Negative experience: What to say, it's the worst airline that exists, I don't recommend it to anyone. They left us stranded at the airport like discarded dogs, without letting us know what was going to happen to us, and with children in between, until the next day. Terrible service, if you want to go on vacation to Cuba, I definitely do not recommend this airline because they will leave you stranded regardless of your plans and money. Because that's another thing, we paid for very expensive tickets, it wasn't cheap, what shamelessness.

Fantastic experience: Fast and profesional

Negative experience: One of the worst airlines I've ever seen. Yesterday my son and his wife tried to board the plane to Havana after waiting for several hours. After having charged an exorbitant fee, which no airline charges for checked baggage. They wouldn’t let my son board supposedly because he had ingested alcohol. A complete lack of empathy towards others. Horrible service. I wouldn't recommend it to anyone.

Fantastic experience: Nice, very nice

Negative experience: Unfortunately, the Cuban is worthy of abuse and deceit when traveling to see his family. This airline or the agency Dime Cuba sold tickets and issued letters stating that each passenger carries their two suitcases free. What happens is that when you arrive at check-in, it’s all a scam. My parents were charged for their second suitcases, and when they showed the letter that the agency Dime Cuba provided to prove that the ticket was officially sold with two free bags, the people from this airline just try to bother them and charge them money. The deceit of this airline is as always. I recommend to every Cuban who needs to travel to see their families not to let themselves be deceived anymore and to buy their tickets from serious airlines, which, of course, cost a little more, but they are safe and respect their laws, which this airline does not.

Fantastic experience: The truth is, I had a good experience, everything was well organized, the supervisor (Yanet) was very attentive and concerned about the passengers. I recommend it.

Fantastic experience: Great experience, I recommend 100%

Negative experience: IT IS NECESSARY TO ADDRESS THE OPINIONS ON SOCIAL NETWORKS. IN MY CASE, THEY LEFT A PIECE OF LUGGAGE IN MIAMI. A HUNDRED CALLS AND I HAD TO RETURN TO HOLGUIN A WEEK LATER TO PICK IT UP. ON MY RETURN, I SPOKE WITH, ACCORDING TO THEM, THE HEAD IN THE OFFICE OF LEUJEN (42 AVE), WHERE THEY ARE LOCATED. I WILL NEVER UNDERSTAND HOW IN THESE TIMES AIRLINES ARE ALLOWED ZERO COMPENSATION FOR THIS AND MORE EXPENSES TO THE TRAVELER. THERE WAS NO RESPONSIBLE PERSON TO BE FOUND. I ASK AND I HOPE SOMEONE CLARIFIES IT FOR ME. HOW IS IT POSSIBLE FOR A PASSENGER TO BE LEFT HELPLESS IN THE FACE OF SUCH DISRESPECT AND NOBODY STEP FORWARD? I CLARIFY. IN AMERICA THE SAME THING HAPPENED TWO YEARS AGO AND NOTHING HAPPENS. WE HAVE NO ONE TO PROTECT US. IS IT BECAUSE WE ARE CUBANS?

Negative experience: I want to make a complaint, Havana Air hid the real price of traveling with them. After paying the airline $369.00 for each round-trip ticket to Havana from Tampa, we found out while at the airport checking in that we had to pay $94.00 for each passenger as additional taxes, which they say is for fuel and sanitation. In addition to this, they charge $20.00 for carry-on luggage, while other airlines allow it for free. These extra tax charges were never mentioned on their website, nor in the more than 4 calls we made to clarify travel doubts, or in the confirmation email they send upon payment. The response from the airline staff at the airport when we asked about the reason for the additional charges was simply: 'Didn't they tell you when you purchased the ticket?'. In conclusion, it is much cheaper and more comfortable to travel with an American airline where the pricing policy is transparent and they do not try to deceive you everywhere.

Negative experience: Unpleasant experience 9 months ago. At the airport, they changed the rate of the pounds published in the baggage policy, and when I brought this up to Mr. Leandro, the representative at the airport, he responded that the agency knew that this was not the price. In that situation, you either have to pay or leave your luggage. I arrived in Santiago de Cuba, and the only luggage that never made it onto the plane was mine, which contained medicines, food, and hygiene products. I knew it hadn't arrived because the representative in Santiago, who diligently located me, had already filed a claim all the way to Miami. They told me they would send it on the next flight. I arrived in Miami and called the agency; they gave me Mr. Leandro's number—yes, the same one who, rudely, without any ethics and very unprofessionally, berated me for asking who had given me his number, telling me to send him photos of the documents and the claim from the Santiago airport. You can imagine he never responded again and even blocked me. After 4 months of calling and calling, I managed to get them to pay me something that does not reflect the cost of a suitcase of 70 pounds with medications, hygiene products, and food, plus the 230 dollars they charged me for it. And Mr. Leandro, who should be working in some sugar mill in South Florida or a cattle ranch, never responded to a single message in those 4 months. So, as someone said, 5 stars for the representative in Santiago de Cuba. The airline doesn't deserve even one.

Fantastic experience: Very good airline to travel to Cuba. Ricardo attended to me, an excellent worker, very kind. There was an incident while I was checking in; another worker who was attending to me was being called repeatedly about the flight from Xael with a lot of insistence, and he was still handling my documents. I don't know the reasons for that, and in the end, Ricardo was the one who completed my boarding. But the attitude of the staff from the other flight was very poor, as they didn't stop calling the worker who was handling my documentation at that moment.

Positive experience: Few information or not up to date site

Negative experience: Someone explain to me how the baggage policy says $1 per pound for Holguin and at check-in they charge you $2 or is the problem the situation?

Negative experience: Terrible service and disregard for the customer, as well as a lack of respect by letting his friends cut in front of a long line; the Cuban has lost all shame.

Negative experience: First class ... the process of addressing a disaster, in first class there is no TV, no WiFi, no soda, no ice, just a small bottle of water, the seats do not recline, they are dirty, with a screw I ripped my pants..... supposedly Global X has good planes but the one I got was not one of them, it was from Aruba... I didn't understand anything, I just know that I will never buy this service again.

Negative experience: It is a tremendous lack of respect what these charter flights do. I understand that a passenger could carry 5 or 6 suitcases, but allowing agencies to bring up to 20 briefcases is unacceptable. We are talking about more suitcases on the flight than people, and as a result, you arrive in Cuba and have to lose the next day because your suitcases did not fit on the flight you paid for. Profit, but with a little humanity.

Negative experience: I bought a round trip flight to Cuba from Tampa. The airline canceled my return flight HAV-TPA, and of a total that I paid of more than 350 dollars, they tell me that they only reimburse me 75, since the one-way cost 280 dollars. It is disrespectful, and more than that it was the airline that cancelled. 5 days ago I called for the refund and they said it was done. I still don't have the money back on my card. Very little serious treatment and unprofessional. I would never recommend this airline

Negative experience: The worst airline I have ever traveled with. They leave luggage in Miami. And the person carrying meat gets it spoiled because they don't take it along with the passenger. I do not recommend it to anyone. From 1 to 10, I give it a zero.

Negative experience: I do not recommend flying with Havana Air, they sell you the ticket, you check in at the airport, and when you arrive at your destination, you arrive without luggage. They have a business with the mules and prioritize the mules' luggage first.

Negative experience: Well, my mother is at the airport and the flight was supposed to leave at 7:00 am, and now it says it leaves at 4:00 pm because there is no crew. It is a disrespect. My mother is 67 years old. Do not fly with Habana Air, it is very bad.

Negative experience: WITHOUT A DOUBT, THIS IS THE WORST AIRLINE! I will never fly with them again; cheap definitely ends up being expensive. After boarding the plane (Tampa - Holguín), we were told to get off due to technical problems with the plane, supposedly everything would be ready in an hour, which was not the case. After more than 4 hours of waiting, they canceled the flight and did not reschedule it for the next day (today) at 6:00 am and still nothing. It's now 9:13 am and we are still here at the airport. The airport staff only tells us that they have nothing to do with the airline, that they are just providing service. The worst part is the way the airline representatives speak to us when we call on the phone and they decide to answer; they have no manners! I explained the problem and complained due to the lack of information, and the lady just told me in an annoyed tone that the plane was delayed but it was confirmed to come and hung up the call. To me, this is a lack of education and disrespect. I have a car reservation in Cuba that will be canceled if I don't arrive today, and I will lose all my money, and my family has been at the airport since yesterday waiting since I am not from Holguín... in short, it is a frustrating situation and there are almost 30 more people like me here with different situations. People who needed a hotel yesterday say the hotel was of very poor quality, they had no food, they didn't have a cart to move the luggage, and the transport was of the worst quality... I gave them one star because the app doesn't allow me to comment without giving at least one star.

Negative experience: THE WORST. What a lack of everything. I flew yesterday 24/2 and it was a disaster with the luggage. I arrived in Cuba and the bags were in Miami. No one explains the reasons, especially since the flight operated with almost no passengers. I have the answer... BUSINESS and a lack of respect for CUSTOMERS.

Negative experience: I am making a complaint today, January 17, 2023. I called the airline twice to ask if the Holguin to Tampa flight had departed, and they told me it was delayed. Trusting them, I didn't go to pick up my mom, who is 80 years old, and is now at the airport waiting for me. I've been here for almost two hours. They need to have more responsible people working at that airline.

Negative experience: It's terrible, very bad, confusing and their employees are worse, they don't want to give reasons for their disqualified service, they have empty flights with no passengers and the passengers who are going to fly with them leave their luggage behind because they fill the plane with luggage from agencies, I do NOT recommend anyone to travel with Havana Air. It's a mess, there's no other qualifier.

Negative experience: It's a pure scam, they charge for all luggage, it's not like other airlines where after 50 lbs you have to pay $1 to $2 per lb, they even charge for the gas they use for the clients. Conclusions before sending it to close; it's good to sue.

Negative experience: They are always late or they cancel your flight at last minute, don’t recommend this airline never

Negative experience: El peor chárter de la historia. Maltrato y mala actitud para con los clientes. Tienen una cuenta china para cobrarte carisimo... Tienen una política de maleta irregular diferente a todas las aerolíneas del mundo y es para aprovecharse y cobrarte a 6.oo la libra más 150.oo por bulto de cuando llevas una planta generadora, la cual cabe en un maletín regular y pesa menos de 50lbs. Ellos saben la necesidad de los cubanos y de ahí sus pólizas. Que tristeza. No vuelen con ellos, ya hay otras opciones. No dejen que tomen ventaja de ti y de los pobres cubanos.

Fantastic experience: Great service. Ask for Katherine.

Negative experience: I'm to the Miami airport since 2am and it's 7pm and we still don't know what time we'll leave for Havana. Terrible experiencia with Havana Air Charter. Many people with food for their relatives in Cuba in their bags since early morning

Negative experience: He volado en Africa (Malabo-Bata-Malabo) con compañías más pequeñas que ofrecen muchísimo mejor servicio de atención al cliente durante el checking que esta compañía ... insisto el proceso de CHECKING en el MIA es PÉSIMO y el trato de la señorita encargada de los cobros por exceso de equipaje VEJATORIO ... esta encargada o representante de la compañía evidentemente ni trabaja a gusto ni le gusta el trabajo que hace ... Ella es la madre SUPERIORA y así te lo hace saber ... además de equivocarse con el vuelto cuando te corresponde más dinero me pregunto si las cuentas las sabe hacer porque a mí no me salen ... me explico: equipaje total 77 libras - 44 libras (free) = 33 libras a pagar ... me cobran 33 libras a $1.00 ( hasta aquí todo bien ) + 14 libras a $4,00 = $56,00 ... en total he pagado (3 bultos a $20) Resumen del pago $60+$33+$56=$149 + $30 airport taxes Me lo parece a mí o he pagado las 14 libras BOX a $33 primero y a $4 después ... alguien me lo puede aclarar??? Me las han contado 2 veces a precios diferentes??? Las agencias te lo explican todo muy bonito y adornado lo que no te dicen que por usar esta vía de vuelo a La Habana vas a llegar al aeropuerto a las 2am ... estarás listo para facturar a las 5am ... el avión no va a despegar a tiempo ( sorpresaaaa) y la culpa es del exceso de equipaje de los pasajeros y por tanto aterrizas en La Habana a las 10am ... 8 HORAS PARA UN VUELO DE 45 min Merece la pena??? Yo recomiendo si no vas a viajar con exceso de equipaje American Airlines por $100 puedes llevar hasta 70 libras en bodega : vuelo on time...landing on time y realmente disfrutas de un merecido viaje a Cuba !

Negative experience: You would only have 5 stars if it were to rate who treats customers the worst. Horrible, the lack of manners from your employees is incredible.

Negative experience: The worst travel agency in Miami. They don't respond due to their poor service. If I could, I wouldn't give them any stars. I have emailed them twice at the address provided to make a complaint, and they do not respond to emails. I asked to speak with the owners, and they told me no, that the owners do not take phone calls, and that I should write to the email. I am still waiting for a response; it has been 15 days. Very unprofessional, and I had the worst experience with this agency. I do not recommend anyone to travel with them.

Negative experience: I took a trip with them from Cuba to Miami and my suitcase with important documents and medications was lost. They have not responded to my complaint. It is a great disrespect. I would never fly with this airline. Terrible recommendation.

Negative experience: The worst experience ever!!! They canceled my flights at the last minute, they delayed them, but the worst part is that I am still waiting for them to dignity themselves to give me a reason about my lost luggage since July 16, when I traveled to Havana and the luggage never arrived!!! They wash their hands saying it is in Cuba and Cuba says it is not!!! No one from Havana Air takes responsibility, which is why I was stuck in Havana for 4 days with two small children without medicine or food!!!! DISASTROUS AND IRRESPONSIBLE!!! FROM THE HEART, I HOPE THEY GO BANKRUPT!!! THEY ARE A TOTAL SCAM!!! THEY CHARGED ME FOR MY LUGGAGE AND IT NEVER ARRIVED... DISGRACEFUL.. CUBANS SHOULD NOT BUY ANOTHER FLIGHT FROM THEM, SO THEY GO BANKRUPT!!!! I do not recommend them!!! Do not travel with Havana Air!!!

Negative experience: This company should be reported to the consumer attention of Miami-Dade County. They should close this agency and many more in the city. All selling lies and profiting from the pain of the Cuban people. These people are a bunch of scammers. Exorbitant prices and hidden charges everywhere. They charge double and always want cash at the airport. Terrible service. Total lack of education and they think they own the airport. I do not recommend traveling with this company ever.

Negative experience: I really give them one star because there is no option for 'none.' I arrived on Sunday the 17th in Cuba, and on this day, my luggage has not yet arrived, which contains food and medicine for a sick relative; that was the main reason for my trip, and I have not been able to achieve my goal due to your IRRESPONSIBILITY. It is no secret to anyone the inflation of prices in Cuba. I have had to pay 30.00 USD every day since Sunday to go to the airport to see if my luggage is there, and nothing; not to mention that I have perishable products. I wrote to you on WhatsApp to get an answer, and nothing. I am tired of calling the airport at 7649.0072, and they have NEVER answered me... I am also worried about the incredible amount of bags that are stranded at Terminal 2; accumulation due to the EVIDENT DELAY and accessible to anyone, without an organized check at the Departure Gate, so if someone picks up the wrong luggage, there is no way to detect it. The first time I flew with your airline, I was very satisfied... However, this time leaves much to be desired, so I DO NOT RECOMMEND IT AT ALL... I hope, already very upset, DISSATISFIED, FRUSTRATED, and also DESPERATE, that at least they give me a convincing response to this UNCONCEIVABLE DELAY.

Negative experience: Negative opinion. They apply additional payments that are arbitrary of course...$51 added to the $424, and if you're not alert they charge you the $25 airport tax again that was already paid online. Luggage that did not arrive with me...they merged passengers from a flight the previous day that was canceled...with mine, so the cargo hold of the plane got full....and we found out in Havana, more than 15 passengers...many from distant provinces...luggage that arrived after 48 hours, with double transport costs and a myriad of setbacks. Total lack of respect and money taken from the pocket without consideration!!

Negative experience: For older people like me, it's a rip-off; they weighed everything and charged me for everything, there was no free suitcase like with other airlines. I'm sharing my experience so you don't make the same mistake, I let myself be robbed because I was about to board and had no other alternative. Please read these reviews before taking a step, thank you.

Negative experience: I give one star because it doesn't give me the option to leave my comment any other way, but......I WOULD GIVE LESS than '0'. They are very unprofessional. My flight was for 7:10 am and I am not going for a leisure trip, I am going to my mother's funeral and I won't be able to arrive on time as, according to an employee, the flight now departs at 10:15. It is a total lack of respect. He explained something about the captain and a flight he had yesterday, but THAT IS NOT MY PROBLEM. I pay for a service that I believe would take me to my destination on time and that is not going to happen. I want to make it clear that I will NEVER use this airline again and I will tell everyone I can how bad they are. They put up an announcement saying it would leave at 9 am, but....it's 9:07 and still nothing. All the workers are chatting and haven't given any explanation. The lack of respect continues for those of us who pay money for efficient service.

Negative experience: A scam!!!! Stay away!!!! Havana Air is a charter company ( not an airline ) and they charter their planes from Global X ( Global Crossing Airlines ), a small startup charter airline out of Miami. Their dealings are somewhat obscure, and they way they do business seems to be based on a deceitful way and with a lot of hidden ( necessary according to them ) fees. They sell their flights cheaper than traditional, brand name airlines like American or Jet Blue, and promise 1 free checked baggage, if said bag is under 50 lbs. When you arrive at the check in counter in the airport there is a $20 fee per bag, not free, they don't charge for the lbs on the bag but they charge you to place your "free" 50 lbs bag on the plane. They also charge you a fuel surcharge fee of $78, I don't know if said charge is airplane fuel, tractor fuel or maybe the company's CEO fuel, they don't tell you, but they charge you. They also charge you a $105 fee for "airport sanitation" somehow the customer pays to clean the airport that they use, and to pick up their mess. I believe there is plenty of shady business being conducted there. I flew with them on April 6th and had to pay, to my surprise, an extra $320 of fees, when I was supposedly given a free baggage ticket by the charter company. That is not the worst part though, on April 10th, on the return flight, after it was delayed for 2 hours in Havana, the captain of the Global X Airbus A320, for flight # 3140, decided under his own responsibility, to remove all checked baggage of the cargo hold and leave it in Cuba, to make matters worse, they only informed the passengers once we had arrived in Miami, i wonder though, How is it possible that an Airbus A320 airplane, with more than 8 empty seats, and barely 1 checked bag per passenger, had no room for the baggage? I heard Havana Airport workers say that the charter company is using the cargo holds of the planes to transport goods from the Cuban government to the United States, and making a killing on transportation fees, even though the passengers already paid for a return trip on said airplane, their baggage takes a second place in front of the hidden cargo that was on the plane, and it had to be a lot of cargo, to not able to fit a few bags ( mostly carry on bags ) that are brought back on charter flights. This needs to be addressed, and i really hope someone from the airline, or the charter company, answers me about this. An american company, an american asset being commandeered by a foreign government to smuggle goods, and abandoning passengers belongings to accommodate them. Plain and simple, unheard off. Scammers!! Stay away.

Negative experience: Fly Southwest, no luggage fees, no change fees. This charter is a mafia, period.

Fantastic experience: I visited the place for the first time and they treated me very well. The questions I asked were answered well. About the trips to Cuba for the upcoming months. Visit them all. Ok.

Negative experience: December/31/2021 I loved it, they are trustworthy and on time, even with the pandemic they had no delay !! June/18/2022 Well i spoke too soon, because i used them again, and it was HORRIBLE, not only did they cancelled our flight but also didn't say anything, we got to go 13 hours later. Also they offered me the first 50 lbs bag free PLUS my 20 lbs bag also free, when checking time came, they made me pay for that 50 lbs bag, DANM LIARS. On my way back to Miami it was even WORSE, they did cancel the flight until the following day, i will never flight with them AGAIN.

Negative experience: The personnel were so rude; it is so sad that they are one of the only airlines that travel from Tampa to Cuba.

Negative experience: At the airport, the people who attended to me were really rude, lacking professionalism, poor treatment, and lacking education. Just so you know, they even charged me for the small handbag. I do not recommend them; my people, I will not travel with them again.

Negative experience: The official Dalila who serves the public should not be in that position because she is the rudest and most unpleasant person I have ever encountered in my life. Even in her tone of voice, you can hear the sarcasm when she speaks, and she hangs up the phone at lightning speed as if she is desperate to stop talking to you, to the point that you haven't even said thank you and she has already hung up. People like her should not hold such positions; it should be different.

Negative experience: Bad experience!! With GLOBAL X a ticket for almost a thousand dollars and the plane was two hours late to depart. They barely provide explanations and only offer a small bottle of water. They don't even apologize. The worst!

Negative experience: They are so informal.

Fantastic experience: Efficiency

Negative experience: Awful, my dad bought a ticket from Yumuri Travel, they never told him he had to pay 3 dollars per pound plus 30 dollars for each suitcase. When he arrived in Havana, the suitcases did not arrive with him. He had to go to Ciego de Avila without the suitcases and then return, costing him the trip. In short, a disaster, the trip cost us almost 2000 dollars. But it served as an experience to never fly on a charter again. It is a very primitive service. Lack of respect.

Negative experience: The worst experience. First time traveling with Havana Air. Not me but my mother and father in love. Two seniors. Arrived Cuba today without baggage. Thats insane. High prices and no responsability about passengers. They are desperate in Cuba. I will be waiting an answer from you guys

Negative experience: Please don't make the same mistake I made, don't buy a ticket from this company for any reason, the agents are very rude, I have a ticket with them and now they are telling me there is no flight that day and they never called to inform me, the agency CELIMAR TRAVEL sold me the ticket, I paid very high for the ticket, they don't answer any of your inquiries, what a shame that they are in this country and don't know what education is, you are no longer in Cuba, this is the United States and we all deserve respect.

Fantastic experience: I called to inquire on the sudden changes to the Cuban flights being that my father was there and his flight had been cancelled. The agent was very kind and patient explaining the process for my father to take measure of. Thanks to the detailed information from this kind agency moreover this is magnificent agent my father just got home safely today . Thank you so much.

Fantastic experience: Good

Negative experience: It is a disrespect what these airlines have with Cubans. I bought a ticket for my mom and when I arrived at the airport they didn't let me take all the luggage I wanted and to make matters worse, they said the luggage went on another plane. My mother is an elderly person who lives in Camaguey and they told her that in 7 days she has to come back for her luggage as if it doesn't cost anything to travel in Cuba. I will make sure that every client I attend destroys these scammers with their comments.

Negative experience: No service on weekends, and really poor options online.

Positive experience: My husband was flying out of tampa on saturday we got to the airport there was no flight for that day and we did have a ticket so he could not fly. He did the next day and everything was good but he was so upset when he could not fly out on saturday

Negative experience: Terrible service, flight from Tampa to Havana and return late 2:30 hours

Negative experience: Very bad, I have been calling for about a month and a half because I bought a ticket for July 16 and they don't answer the phones. I even went to the agency and it was closed too, and still at this date I don't know what will happen or what measures they will take with those tickets that charged 100% of their price without any security about the opening of the airports and the flights.

Negative experience: I cancelled a reservation over a month ago, and I advised to go to the main office to receive a refund on my card within 3 days. I have been calling and receive the run around and still no refund. I advent been able to get a straight answer form anyone.The total amount to be refunded was $878.00.

Fantastic experience: This flight agency gave me the best prices and the best experience.

Negative experience: I bought the ticket to the provinces for 350 dollars after three years without seeing my mom excited, and upon arriving at the airport, they prohibited me from boarding because my passport lacked some information. They sent me to the agency because they could help me there. And all they did was expose my anger at the poor service and the lack of ethics they have there as it's not their money. They didn't help at all, not even offering assistance, they said 'sorry, the policy states no refunds'... that's what they said. I asked, where is the policy? None knew even where it was. I made the reservation by phone. They didn't ask for a photo or anything from my documents, just the number and that's it. They didn't care to alert me of any changes or at least ask me for information that would let me know if everything was okay with my documents. They only care about selling. And then they tell you with their pretty fresh face it's the customer's responsibility. My goodness, a respectable company treats its clients well and always tries to help and inform them. Because if everyone in this land knew all the laws and rules that exist or come out day by day, then we wouldn't have anyone working behind a counter. Of course, they didn't care at all. I traveled from Jacksonville to Miami... a week taken off for vacation. On top of that, the airport agent tells me to go to the office where they can help me. I wasted my time going to the office and they told me it was my fault. Of course, they kept my 350 dollars and even sold the seat because I am sure it was empty; it didn't go to Cuba, how convenient, right? What a lack of respect they have. I won't buy or recommend anyone else there... they have no ethics at all.

Fantastic experience: Friendly staff

Negative experience: They have such a bad website that the web version does not allow selecting the origin and destination cities, and the mobile version has a useless chat that only hinders every time you try to define the date parameters. I think they should improve the online aspect.

Fantastic experience: The website is awesome. Really easy to navigate. And to book flights. I always travel at 6 am and never had an issue with delays or anything.

Fantastic experience: Diligent. I highly recommend 'Havana Air'.

Fantastic experience: Nice people, they're really good,and attend.

Negative experience: Terrible information. When it's check-in time, they charge you fees that they hadn't mentioned when buying the ticket. My mom went to use the wheelchair service because she relies on a crutch to walk, they counted the crutch as luggage and she had to send the small suitcase underneath and charge her for excess weight. They also made her weigh the carry-on bag when the policy states that you can carry one of a normal size. I find it discriminatory that a person cannot exercise the same rights as other passengers because they rely on a cane. I will never fly with this airline again.

Fantastic experience: Because I always book without any problems, except this year when I couldn't find my ticket to Santa Clara, Cuba, on the date I wanted. But that agency is excellent, very good attention. Blessings.

Fantastic experience: As åb2

Fantastic experience: As always,... service was super fast and tasty food. Milkshake are very nice though.

Negative experience: In this place, they are not sincere. They sell charter tickets to Cuba... I do not recommend it.

Negative experience: This is the worst flight I’ve ever flight with. Very disappointed.