Xael Travel

Fantastic experience: My name is Yuliet Zayas, I never write reviews but this time I can't help but do it because I had the best experience with you. Thank you so much to Yilenis, one of your employees, who from the very first moment I contacted her for my daughter's visa until I needed to return to Cuba early because my daughter got sick, she was there to provide me with the best service and help. In the midst of my desperation in Cuba, as soon as I called her, not even 10 minutes passed and she had already done everything to help me change my ticket and come back here. Besides being very professional in her job, her charisma and willingness to help make you have a happy customer!! Thank you!!!!!

Negative experience: Lack of respect, they all are, they tell you that the flight is canceled and hang up on you without giving any explanation, disgusting agency.

Negative experience: The worst company! They left the suitcases of some passengers from December 29 abandoned in Miami, today is January 1 and they still haven't arrived, this is not the first time this has happened of course, a lack of respect and very poor work from this 'company', the worst of all!!!!!!

Negative experience: With respect to everyone, but I will share my experience and that of other friends: avoid using these services with them as they are worse than Castro's communist regime. They do not respect the queue at the airport, they offer you money and let anyone skip in front of you as if they live in Cuba or worse. They also leave your packages discarded for more than a week and can't even provide a solid answer. Terrible service and bad treatment, and in reality, they are not cheap at all. Don't be fooled by the prices; they sell you a cheap ticket and then charge you the difference at the airport. They also do not adhere to any flight schedule. The planes they use are filthy and stinky. Remember that there is competition; use others and you will see the difference. Do not let yourself be humiliated anymore; I will not use their services again because we have to respect each other as individuals.

Negative experience: Imagine you're about to get on a bus in Cuba, well, this is the same, everything is terrible, they leave your luggage and when you call to complain, they treat you like crap, almost making you aware that the mistake is not theirs but yours for having hired their services.

Negative experience: The most outrageous and humiliating thing for customers who use this means of transportation. Since yesterday the 19th, we have been stranded at Miami International Airport. Without giving us a convincing reason, they canceled at 10:00 PM. For some reason, we couldn't fly last night either. It is a disgusting lack of respect; there are children, disabled individuals, and elderly people here. I urge you to plan better so that you can continue with your service and not hurt the people who pay hundreds and hundreds of dollars for your terrible service. Thank you.

Negative experience: Giving one star would be too much. Terrible service, bad information. They left my bags and my meat went bad at the airport. They charged me 400 dollars on top when they told me they would only charge me 2 dollars for the first bag and 1 dollar for the second. When I went to the agency to complain more than three times, no one ever responded. They gave me an email I wrote to, and no one ever replied. In short, terrible service.

Negative experience: Bitter experience today, August 13, 2024, only about 30 regular passengers traveled, all the cargo capacity of the plane was for shipping agencies, none of the actual travelers arrived in Cuba with their luggage. Their first response was that a cargo plane had left, and two hours later they replied again that the plane returned because it was poorly loaded. It is a shame that the company Xael has 95% of employees who are so immoral and disrespectful to travelers, even some executives or whatever they call themselves. The reality is that they are embarrassing, and the work of the person who created the company is going to waste because of the bad work of the current representatives of Xael Charter at the Miami airport.

Fantastic experience: The best

Fantastic experience: Excellent service!! Yilenis is the best, I was thrilled. Thanks Xael Charters

Fantastic experience: I have no complaints about the agency as such, very good opinion of Mila, always so attentive and caring, the only problem to emphasize is that the airline they have an agreement with leaves many passengers' packages at the airport and they only find out once they arrive at their destination, it happened to me for the first time with them, but as soon as I called Mila she took care of the arrangements and the next day the packages arrived without any problems in Cuba, thank you very much.

Negative experience: My experience was terrible, I flew with this airline and took only a 60-pound bag, just food, they charged me 180 dollars, and my bag didn't arrive with me. They told me it would arrive on the night flight, I went to pick it up and had to go back home without my bag, just to return the next day to see if by chance my bag appeared somewhere..... I don't recommend it to anyone, if you don't want to have a bad time and waste your precious time, don't fly with Xael because I assure you, you will lose money and it will ruin your stay in Cuba.

Negative experience: Look at Xael's abuse. We had to leave at 9 PM, and we are supposedly leaving at 6 AM. They charge you for everything, and everything is overpriced. It is a lack of respect. There is no pilot; how long will this abuse from the Cuban last? Why do we have to keep putting up with it? Nobody should travel with them; this is frequent here.

Negative experience: Bad at everything

Fantastic experience: Professional and more than pleasant people. They delivered exactly what they promised

Negative experience: Worst charter airline to go to Cuba. I'm at the airport with a baby since 6 am, check-in started and now they say it's going to leave at 2:45 pm instead of 10 am as it should have, with no explanations from anyone and no representative explaining anything. It's one in the afternoon and there's still no gate to board. They are the worst.

Fantastic experience: Very good

Negative experience: In my opinion, I do not recommend this agency to anyone, they are unprofessional. In July 2023, I went to Cuba with my family and a TV was lost that never arrived in Holguin. It was the worst moment experienced at that airport, waiting for more than 4 hours and it never arrived. I filed my claim and here Ms. Mila, the representative of this agency in Florida, still tells me that she is waiting for a response to give me an answer. In other words, at this point, almost a year has passed and no one responds to this situation. She always tells me the same thing and they don’t compensate for your loss, so for my part, I will not travel with them again due to their unprofessionalism and incompetence.

Negative experience: I arrived in Cuba after several hours of delay (which is not new when using a charter) and to my surprise after 4 hours waiting for my suitcases in Holguin... they did not arrive! I spent 6 days in Cuba without my bags. I repeat... 6 days. I traveled with a child and a sick man who needed the products I had in my suitcases. I had food and ALL of it went bad. 70 pounds of food wasted. Who is going to pay me for the losses? I paid $750 for my bags to arrive on time, not to arrive 6 days later. They are irresponsible with a lack of consideration. I will NEVER use this charter again. I have a group of passengers and we will file a complaint with the BBB. I will also publish the images of how they receive money to give priority to the mules. What a lack of respect.

Negative experience: They are irresponsible, they broke two of my devices and they don’t want to pay or replace them, that is very disrespectful. There are many other people like me.

Negative experience: If you are looking for a travel agency to send packages to Cuba, DO NOT USE XAEL TRAVEL. The packages do not arrive on time, and when you try to find out what happened, the customer service people provide terrible service. Misinformation to customers that then ends up in extra charges. My experience was horrible when I tried to send a package to my 86-year-old grandmother. I will not use their services again and do not recommend them.

Negative experience: Terrible company, all their flights are delayed, your luggage arrives one or two weeks late, you have no one to complain to, and forget about the itinerary you planned.

Negative experience: I waited at the airport for over 24 hours for my flight to take off, and my luggage arrived 7 days later. Terrible service from the workers at this agency.

Negative experience: Terrible, there is not a single flight that leaves on time. They make you be there at 1:45 AM and the flight says it departs at 5:30, and then there isn't even a plane.

Negative experience: the worst in the world

Negative experience: Healthy advice: don't fly with this company, the worst in the world, hours of flight delays and if you're lucky, you pick up your luggage the next day. In summary, the worst of the worst.

Negative experience: Not even worth one star. For me, it is the worst that exists. You travel for a day and your bags arrive 20 days later. Anyone who depends on medication or something being sent relies on others could die. I have a very bad experience from this December 24th on flight 701 at 5:40 am. It's an abuse and an outrage what is happening with the passengers who, with a thousand sacrifices, send something to their family, only for the items not to arrive on the same flight. The food spoiled. If it were up to me, I would sanction all those responsible because it can't be possible that the bundles from the mules arrive and the others do not. It's a tremendous outrage; they need to be sanctioned. I am super disappointed.

Negative experience: My experience was horrible, I don't know how they are allowed to provide services like this, of the quality of Cuba. When we tried to communicate with them, neither the agency that sells it nor the charter XAEL had an answer. An unthinkable experience, taking the payment for your ticket and then neglecting the customer. My daughter was sent to Cuba without her belongings, including her daily medications, which made me go through tough times, without her food or clothes; to top it off, her father could not pay with a card that wasn't in my underage daughter's name, because according to them, it wasn't allowed, and that was never clarified to me. This is the 5th day since my daughter traveled, and they still have no response, and they treat you poorly. I mean, I do not recommend this charter XAEL. I'm leaving this note in hopes it helps someone else avoid all the inconveniences they caused me. I forgot to mention that my daughter had a vacation reservation in Cuba and lost her money due to this charter's inefficiency; the food that was sent, I consider lost. I mean, I not only compare the treatment, the experience with situations in Cuba; I felt like I was dealing with them from the island. I would never recommend them. I clarify that this happens with all their flights.

Negative experience: Horrible service for charter flights, I wouldn't recommend it to anyone. I've been in Cuba for 4 days and still without the luggage.

Negative experience: The worst charter company, never go with them. The comments like 'never negative' are all true. They are inhuman, irresponsible dogs, and NOVAJES with them because you are going to have the worst moment of your life. They are murderous scammers; they charge you whatever they want and lie to you. They deceive you like a dog. They have a zero rating. NEVER travel with them, you are going to suffer.

Negative experience: Trash to put it mildly... Don't believe in this. If you are not a mule, expect your bags another day because they are not going to arrive with you, forget about the food because it will spoil and no one cares, just like they don't care if you have urgently needed medicines. Also, don't expect to pay $2 per lb; it's a lie, they charge you $4 but you find out when you're at the airport the day you travel and you can't do anything. You also won’t leave on time; you will arrive late and leave late. When you arrive in Cuba, your bags will not be sent to the terminal you arrived at, but you will have to go to another one, so invent a car and time to move. It looks like a slaughterhouse for sheep from Cuba; I don't know why they say they are from the United States, scammers and shameless liars are disgusting. Don't tolerate any more Cuban scams; we will continue to be in the same situation with everyone taking advantage of us because we are too patient. Don't stay silent; you have rights. This is total garbage; don’t buy more tickets without any guarantee. They sell you the ticket to the slaughterhouse with a lot of politeness.

Negative experience: It is a very informal agency, they don't keep their word. I had several suitcases that they promised to deliver in 3 days, and I had to speak with the representative Fabricio because several arrived damaged. He authorized a special deal, and when I went, they charged me the same price for everything.

Positive experience: They attended to me quickly although they were missing some information.

Fantastic experience: Yilenis is very attentive and helps you with everything, excellent work

Fantastic experience: My trip to Cuba and the car rental were great, I traveled with Xael Charters and had a very good experience. My luggage arrived with me and my rented car was even better than I expected, just as Yilenis, the sales agent from this company, recommended. Thank you Yilenis, thank you Xael.

Fantastic experience: Thank you, Yilenis. Your support and services during my trip to Cuba were excellent. The car rental and hotel exceeded my expectations. I highly appreciate it and will always recommend you. A hug.

Fantastic experience: Thanks to Yilenis, her sales management and organization of the program, I was able to meet my girlfriend from Cuba again in Punta Cana for the second time. It was my second trip to the destination as I had already experienced it once. The hotel suggested by the travel agent from Xael was very appropriate. We enjoyed a great stay.

Fantastic experience: Yilenis, the travel agent from the company, helped us with our trip to Spain in record time. I am very satisfied with the arrangements and coordination in Europe. We had memorable vacations thanks to the professionalism with which we were guided and attended. I highly recommend Yilenis; if you want to simplify your time, she is very competent and professional. Thank you, Yilenis!!!

Negative experience: the worst charter company I have ever used. I can't give zero because it's not possible. I bought a ticket in Cuba LLama and to my bad luck it was with Xael. It said a dollar a pound, 25 for desp. 35 personal items on top. When I arrived at the airport, I paid almost 200, 9 reservation fee, 35 for hygiene, 35 for fuel, etc. and that was with just one suitcase of 52 pounds. I was going due to medical issues. My flight was supposed to leave Sunday morning but I got home in Granma at 1 am on MONDAY. The plane left delayed by about 12 hours. People lying on the ground, it felt like I was still in Cuba and that was a bus terminal. The worst part of the story is that my only suitcase didn’t arrive like many other passengers' bags and no one knew when they would send them, no one took responsibility. Only the suitcases that the Miami airport staff put a preferential tape on because they belonged to people who were muleing for agencies. I had to pay someone at the airport to notify me when they sent them since I couldn't afford a car every day from Granma to Holguin. They sent them on THURSDAY, when I arrived all I could hear were the lamentations of all those who, like me, had things that had gone bad, useless and rotting. The worst charter service, YOU DON'T MATTER, NOR YOUR LUGGAGE NOR YOUR RELATIVES IN CUBA.

Negative experience: I gave it one star just to be able to comment. But in reality, it deserves ZERO. I had a ticket for 09/17/23 at 10:15 am. It's 5 pm, I'm still at the airport, and they say the departure is at 6 pm; what a huge lack of respect. On top of that, they told me that the pounds were at the dollar rate, and when I went to pay, they charged me 2, supposedly it changed a week ago. The worst airline in the world. I DO NOT RECOMMEND IT AT ALL. READ THIS SO IT DOESN'T HAPPEN TO YOU.

Negative experience: Terrible service and they don't provide the correct information to the passengers; if I could give it -1, I would.

Positive experience: My husband traveled this week on this airline, I give 3 stars because they don't tell you the exact price of the pounds, which is actually around 3 USD, not 1 USD per pound as they tell you when you buy the ticket, that is a deception and scam to customers and I hope they improve. On the other hand, I can say that the flight departed on time both going and returning, everything went smoothly with check-in and luggage. I was worried about the other reviews I saw here, but fortunately, it turned out differently.

Negative experience: Good morning, I gave them one star in order to comment. Be very careful with this agency. I purchased tickets about 3 or 4 weeks ago, they told me that the pounds were at 1 dollar, and yesterday they called us and told us that they changed it and now it is at 2 dollars. Be very careful with this agency.

Fantastic experience: This review is for Yelenis Pérez, sales agent. Thank you very much for the patience and the help, very good service. Thank you.

Fantastic experience: Thanks to Yilenis from Xael, I was able to reunite with my mother who lives in Cuba and whom I hadn't seen for nearly 8 years since I decided not to visit that communist prison anymore. Yilenis from Xael helped me every step of the way to bring my mother to Punta Cana; the process was easier than I thought, and Yilenis helped me step by step, very attentive and professional. It was 7 wonderful days, thank you very much!

Negative experience: Thank you for helping me after having the worst trip I have ever taken to Cuba, having left my luggage behind when I returned the next day to collect it. What is happening is that the agencies pay Xael for a certain amount of luggage and prioritize those pieces, while the other passengers, as they do not pay in this outrageous way of abusing, have to settle for waiting for their luggage to be sent when Xael feels like it, losing what little they bring to their families. This is after telling them that they don't process the card for payment as they only ask for cash to avoid paying taxes, which is why I recommend not traveling with Xael Travel, the scam of the century. Please avoid it or you will go through a disagreeable experience or the worst displeasure.

Negative experience: I do not recommend this agency. They tell you one thing when you go, and when you arrive at the airport, it's the complete opposite. Supposedly, the pound is $1, and you get to the airport and they tell you it's $3 per pound. Then you arrive in Cuba, and they leave your suitcases and everything just to ensure the suitcases of the travel agencies. Everything is a lie.

Negative experience: I want to mention that it is a disrespect regarding the briefcases, they never arrive on time and their service is terrible

Fantastic experience: I had such a great experience traveling with Xael. They really treat you like family and help out as much as they can. Who would have thought that traveling to cuba can go so smoothly! Will definitely fly with them again!

Fantastic experience: Excellent

Negative experience: Not much different from the previous comments, do not even think about traveling with this agency, what a bad experience, the flight delays, I was the first in line before starting the check-in and they left the suitcases, they did not arrive with me at my destination, I guaranteed your satisfaction while traveling #NoviajeporXael

Fantastic experience: Good treatment

Negative experience: There are enough facts to demonstrate the poor service to passengers... flight delayed more than 9 hours... and by the way, when you arrive at your destination, they haven't delivered the luggage... what can be said about an airline that only cares about having the ticket in hand... does anyone stop to think about children who have their food in their luggage? Wow, shocked by such poor service... do you think you can grow your business this way?

Negative experience: I had the same experience; I gave it one star to express how I feel because I am furious. What they are doing is a disrespect to people. They leave the bags here for almost a week because they have business with the people who sell the pounds or with the agencies themselves, while those of us who bring food and medicine for our families are not allowed. It’s a tremendous mess.

Negative experience: I gave them one star to be able to comment. Don't even think about traveling with this agency; they leave your suitcases behind. When you call and ask how it is possible that they allow you to take 3 suitcases and then charge you for them but leave them behind, they respond that they have no idea. Even when they take the packages out of the plane, they ask the flight attendants and are told that they are redistributing the weight. In other words, they deceive you, and you realize in Cuba that your luggage was left in the USA. Terrible service; I hope they don’t last long to avoid such a bad experience with the sacrifice one makes for these trips....

Negative experience: The most unpleasant thing about arriving in Havana and seeing that your luggage is missing, while all the mules' luggage is there.

Negative experience: Terrible experience with this agency. Xael Charter is useless. Passengers' luggage does not arrive in Cuba because the agency first dispatches hundreds of bags with their mules and leaves the passengers' luggage for last. This means that three or four days later you have to return to the airport to pick up your luggage if you're lucky enough that they sent it on the next flight. Really disappointing, in addition to not departing or returning on time for the flights. I do not recommend anyone to travel with these people.

Negative experience: The worst thing that could exist. They left the luggage with food that one makes the effort to bring for my mother. The plane had many empty seats. They prioritize the luggage of the mules and the Keymi agency. We were 18 passengers who paid to travel and they left our luggage. They do not take responsibility. I called and they treated me like a dog and said they are not responsible for the entire investment in food and shipping. We need to sue them.

Fantastic experience: Pretty good

Negative experience: Terrible trip on March 17, flight 701, my luggage arrived 3 days later, I will never travel with them again.

Negative experience: Very bad experience, my mom paid First Class 100 USD and when she arrived in Cuba, no luggage arrived. I called customer service at their offices and they had no answer to tell me when the luggage would arrive, and first class makes fun of you, so it's a total scam. I have the receipt for the First Class payment and the receipt showing that they kept the 8 bags... and I feel I received very bad service.

Negative experience: Terrible service, they quote one price for the luggage and then charge you more, bags get lost, it's horrible

Negative experience: I just gave a rating to express my opinion. I recommend not flying with Xael Charter; passengers' luggage gets left behind. They only prioritize the luggage of their own package agency clients. Passengers' luggage is sent only if there is space; otherwise, it can take up to 2 or 3 days or more to send it. All of this happens despite delays both in departures and arrivals of the aircraft, along with everything they charge at check-in at the airport. In other words, XAEL CHÁRTER is not worth it.

Negative experience: My carry-on luggage was lost upon arrival at the airport three months ago, and there is more and more dodging; no one is giving any response.

Fantastic experience: Excellent service and they adhere to flight schedules better than AA.

Negative experience: The worst charter, since agencies do not limit baggage and those who send mules form a separate line and send hundreds of pieces of luggage, a person who has bought a ticket to bring something to their family and has no business with the charter is left with their suitcases, and God knows when they will be sent. In many cases, people return to Miami and their suitcases have not arrived in Cuba. A disgrace.

Negative experience: I don't consider it a safe agency; luggage gets lost and they don't take responsibility. I traveled on December 30 and my luggage got lost. Two pieces of luggage and they haven't resolved the problem for me.

Negative experience: Hello, this charter is dedicated to weighing hand luggage at the entrance to the flight with a non-standard scale at the airport, and if the weight exceeds the limit, they charge 10 USD per pound without providing a receipt for the abusive charge.

Negative experience: Good afternoon. My experience with Xael has been very painful and shocking, as I believed it was one of the best companies. After losing luggage and having my luggage delivered four days later, when it was supposed to be accompanied, it was very sad. The food I carried spoiled, and I paid for my luggage, but they did not send it. Furthermore, when I went to the agency, one of their representatives, Fabricio Gil, was unable to respond to me because I had to speak with his superiors after 200 passengers went through the same situation as I did. They should respect people more and know how much luggage they need to pay for so it arrives with them. I feel scammed and disappointed with the company Xael.

Negative experience: Very bad, the blankets have a terrible smell, sheets full of intimate hairs from others, food is not bad but it could be better and have more variety. You enter the restaurant and many times they want you to leave. The food is very expensive, and the rooms can no longer withstand any more repairs. All in all, this hotel should be closed and urgently remodeled for me.

Negative experience: The suitcases arrive two or three days after being on the island,,, and when you call to ask, they treat you badly,, if you want to have a good trip, don't fly with xael

Negative experience: They sell the tickets too expensively; other agencies offer them cheaper. They want to earn more than usual.

Negative experience: In Spanish so that most understand the audacity they have at the airport, you can't pay with a card, plus if you are traveling one way they charge you a return airport fee without having a ticket, they set any date to charge you 27 dollars and regarding the attention from the staff, they think they own the airport, they rudely tell you that they will refund your money and you don't travel, I don't recommend passing through there to save yourself a bad time.

Fantastic experience: My family trip to Cuba was good, the crew was super friendly, an experience like no other. On the way back, it was not the same and the flight was delayed.

Fantastic experience: Very good, very good service from their workers and above all very pleasant

Negative experience: Xael is Charter that tells the customer lie about the price of the pound also, FOR them the most IMPORTANT are the mule let the package to the client THAT WE PAY DEARLY in Miami sends it to 3 days. Please do not book with this agency. The only thing they care about is your money.

Negative experience: I was with my mother in law at MIA since midnight. The checking started at 1:45. The information received at the agency regarding payment is not accurate. We had to pay one $ for every pound of the first two baggage and $2 for every pound in the third baggage. My mother in law won’t receive her baggage until tomorrow at 2:00 pm. I observed baggage traffic while waiting to check. The most astonishing thing was that we couldn’t pay with our credit cards, they told us that just the person who travelled could pay with credit card. If my mother in law is Cuban how could she has a credit card? The authorities should investigate. It’s a shame for this country.

Negative experience: The luggage is left in Miami and taken the next day or two days later. This happened to me; this was the most unpleasant stay in Cuba because I was dependent on the luggage. They are not responsible.

Fantastic experience: Excellent

Fantastic experience: Attentive and always trying to help

Negative experience: I will never travel with Xael Charter again, first and last time. Terrible service when boarding the flight, ridiculous. I'm not saying this about the workers who follow what their owners tell them, I mean the owners. I have never seen a company weighing hand luggage with a small scale for the second time before boarding the plane, after having checked in. Moreover, they threatened to charge 10 dollars per pound. Additionally, even though the flight wasn't that full, they left suitcases behind because they started loading luggage uncontrollably and then left them in Miami, claiming they didn't fit. That is a total lack of respect, especially after charging so much. Let the American companies start, and their little game will be over. The company's policy states that up to 2 bags are guaranteed on the flight, yet there are passengers with 5 or 6 bags who received all their luggage, while those with only 1 or 2 bags do not receive theirs. Very poor service, no planning at all.

Positive experience: I called on the phone to make a reservation to travel to Cuba and they quickly found tickets for me and my children, but they lack a bit of information regarding the allowed luggage and what they charge.

Negative experience: The experience with this charter is terrible, a flight that is supposed to leave for Santa Clara at 10:45 AM is now being told an hour later and now they inform you that it’s 7 hours later, it is a complete lack of respect what they inform you and no one knows why.

Negative experience: It's the worst airline I've taken in my life, I spent around 10 hours delayed due to unscheduled aircraft maintenance.

Fantastic experience: The best

Fantastic experience: Good experience for my car accident

Fantastic experience: The best for traveling

Negative experience: It's a rip-off what they have with the tickets to Havana

Negative experience: Please do not book with this agency. The only thing they care about is your money.

Fantastic experience: Excellent service

Negative experience: Don't fly with this charter, they are closing the check-in an hour and thirty minutes before the flight without prior notice, when all airlines close one hour before on international flights, I recommend Havana Air...

Negative experience: The worst part about traveling is that you buy a ticket a month in advance, they tell you that you can take 2 bags of 70 and as many 50 bags as you want, and then when you have all your luggage, the day comes and they tell you that you can only take two bags. What is the intention behind this? They want to sell tickets or charge more for the luggage...

Negative experience: The worst agency I've seen for travel to Cuba. It's better to fly with American Airlines even if the ticket and luggage cost more. I don't recommend it, nor the airline Swift Air. My husband traveled for three days and his luggage arrived two days after he arrived in Cuba, and he lost a 70 lb suitcase that never showed up; no one knew anything either in Cuba or in Miami about the medicines and food to help his sick grandmother. You call and there's no trained staff or a manager who can clearly inform you about what happened. They tell you that they will send the luggage on another flight and the suitcases get lost. Look for another better airline and agency to travel to Cuba with more competition and professionalism. It's very sad to buy things and pay for pounds for our families in Cuba and for everything to get lost due to poor organization and bad work from this agency Xael and the airline Swift Air. You call the agency and they hang up on you; they should close everything down and not deceive their passengers. It's disrespectful the bad work they do.

Negative experience: Personally, I have been quite disappointed with the recent flights, and to top it off, I traveled on March 15 with just one suitcase, and they left it in Miami until March 17. Meanwhile, the mules from the agencies, with 4 or more suitcases, got theirs. I had to travel twice from Pinar to the airport to pick up my only suitcase. Today, March 20, the return flight to Miami was scheduled for 1:45 PM, and it's now 6:47 PM, and it hasn't left Miami. They are working really poorly.

Negative experience: One star because I have to put something for the comment. The worst option to travel to Cuba, they leave suitcases, they do not take responsibility for anything and they don't even show their face. I do not recommend it at all.

Fantastic experience: Excellent service

Fantastic experience: they are spectacular

Fantastic experience: Charter flight travel agency to Cuba. The gentleman who assisted me was very kind, and he made several suggestions to help me change my ticket. I recommend people who wish to travel to Cuba to come to this place and avoid buying tickets from other places.

Fantastic experience: Excellent customer service is 5 stars in everything. Many blessings and thank you very much.

Negative experience: You call on the phone and nobody answers, they sell you the ticket in Cuba and for the return it’s through another agency and they don’t even tell you anything and they don’t want to answer the calls. These agencies should be shut down for the little responsibility they have with customers.