I am writing to complain about Cubana Airlines. Both my client and I have just received the most appalling customer service I have ever experienced in all my time in the travel trade.
As with most scheduled airlines, my client tried to reconfirm his return flight 72hrs in advance. No-one in the Cubana offices would answer the phone. He tried several different numbers before anyone answered his call and then they transferred him to a dead line.
Subsequently they cancelled his return reservation, leaving him and 20 other passengers in the same situation – stranded at Havana airport.My client had no choice but to stay two extra nights in Cuba and upgrade to first class to return home at a further expense of nearly £700.
As a caring travel agent, his story horrified me so Iset to work writing to Cubana for an explanation. After several letters and even more follow-up telephone calls I was abruptly told it was my client’s responsibility to reconfirm his flights – case closed.
Chrissy Woods, Quality Travel, Crawley, West Sussex
n Travel Weekly would welcome a response from Cubana Airlines.