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Cubana reviews and complaints
Recent traveler stories about Cubana flights, connections, baggage, schedule changes, and customer service.
Maintenance delay was explained poorly
I do not blame Cubana for checking a maintenance item on CU876. Safety comes first. What bothered me was the lack of updates: first ten minutes, then another twenty, then silence. Passengers can handle delays better when someone explains the plan honestly.
Arrival team helped after a medical scare
A passenger near us felt faint before landing on Cubana CU913. The crew asked for medical help, kept the aisle clear, and arranged for staff to meet the aircraft at Sydney Kingsford Smith. It was handled respectfully without creating panic in the cabin.
A gate agent saved the connection
I was already stressed when the inbound aircraft reached Chicago O'Hare late on May 20, 2026. Renee at the gate checked the Cubana app, moved me to an earlier boarding lane for CU950, and called ahead so the crew knew I was coming. I made the Frankfurt connection with only a few minutes to spare. It was the kind of calm help that changes the whole trip.
Baggage updates stopped after the first claim
My suitcase did not arrive at London Heathrow on Aug 11, 2026. The first agent filed claim CU-9325 and sounded confident, but after that the online tracker barely changed. I called twice, got two different answers, and bought basic clothes without knowing what would be reimbursed. The bag eventually appeared, but the silence was more frustrating than the delay itself.
Refund request kept getting closed
I cancelled within the permitted window and uploaded the receipts for Cubana CU134. The refund case showed as closed even though the $122 credit never posted. Each chat agent told me to wait another billing cycle. I do not mind a process, but I do mind starting from zero every time I contact support.
Boarding group treatment felt unnecessary
At New York JFK on Feb 17, 2026, our boarding group 3 was called and then held to the side while several later passengers were allowed through. No one explained the change. The flight was fine once we sat down, but the tone at the door made the start of the trip feel disorganized and dismissive.
Family seats were split after payment
We paid to keep our family together on Cubana CU208 from DEL to CDG. At check-in, two of the 2 children were assigned several rows away. The airport team fixed one seat but not all of them, so another passenger had to trade. Families should not have to negotiate at the cabin door after paying for seats.
Clean cabin and a crew that noticed details
The cabin on Cubana CU245 was clean, and the crew noticed small things without being asked. On Aug 24, 2026, a passenger near me was nervous during turbulence, and a flight attendant checked back twice with water and a quiet update. Nothing dramatic happened, which is exactly why the trip felt professional.
Could not reach anyone during a schedule change
Cubana changed my departure from Madrid Barajas by several hours. The email said I could choose alternatives online, but every option ended with an error. I waited 79 minutes on the phone and then the call dropped. By the time I reached an agent, the better connection was gone.
Wheelchair assistance was handled with care
My mother needed wheelchair assistance for Cubana CU319. At Terminal 4, the escort arrived before boarding, stayed with us through security, and made sure the destination team at Sydney Kingsford Smith knew where to meet her. It made a difficult travel day feel manageable.
Seat fee was charged twice
I selected a standard aisle seat for Cubana CU356 and saw two separate $176 charges on my card. The website showed only one seat purchase, so I had to send bank screenshots to prove the duplicate billing. The duplicate was corrected, but only after three messages.
App boarding pass disappeared at security
The mobile boarding pass for Cubana CU393 loaded fine at home, then disappeared at Tokyo Haneda security on Aug 7, 2026. The kiosk printed a new one, but I had to leave the line and start over. The staff helped, but the app made a simple trip more stressful than it needed to be.
Helpful cabin crew on a long flight
Alex on Cubana CU430 deserves credit. I had a tight deadline after landing and asked about the arrival gate. The crew could not promise anything, but they checked the latest gate information, helped me keep my laptop bag accessible, and gave clear updates before landing.
Delayed bag arrived damaged
The bag reached Toronto Pearson 4 days after I did, and one wheel was cracked. The airport desk told me to file online, the website asked for airport paperwork, and the airport desk had not given me that form. That loop made the baggage issue feel worse than the damage.
Counter staff fixed a name issue quickly
A middle initial was missing from my ticket, and I expected a long argument at Delhi. Instead, the Cubana counter agent checked the passport, corrected the record, and explained what would show on the boarding pass. The whole issue took about ten minutes on May 20, 2026.
Overbooked flight created a messy evening
Cubana asked for volunteers on CU541, then started calling names at the podium without making the order clear. We were traveling from LAX to MEX for a family event and spent nearly an hour unsure whether we still had seats. We did fly, but the communication was poor.