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In a country where social media has become an almost essential channel for reporting daily irregularities, complaints about thefts or losses in international shipments managed by Correos de Cuba have not gone unnoticed.
Despite this, the Cuban Postal Business Group published an extensive statement on Facebook titled “Correos de Cuba: Speaking Clearly,” in which they attempt to discredit the complaints and minimize their impact.
The state entity begins its defense by framing the criticisms as part of the “economic and media war” that, they claim, the United States is waging against Cuba.
They accuse "alternative media" of distorting information with the aim of discrediting the Cuban postal service and its workers.
Despite the confrontational tone, the publication acknowledges that in 2024 there were 167 complaints regarding exploitation, 19 concerning content changes, and 26 related to losses in international shipments, of which 108 were confirmed as Justified or Partially Justified.
In the first quarter of 2025, there were 70 complaints, with 58 valid cases following the investigations.
In total, 166 shipments were officially recognized as altered, stolen, or lost, which, according to Correos de Cuba, represents only 0.02% of the more than 745,000 shipments handled between 2024 and the first quarter of 2025.
"Even a single complaint we receive about a lost, tampered, or content-swapped shipment is, for those of us working at Correos de Cuba, a VERY SERIOUS matter," the text asserts contradictorily.
Despite that statement, the company relies on the low percentage to assert that the incidents are "exceptional" and are being investigated thoroughly.
Confirmed cases, they assert, involve disciplinary or legal measures, as well as compensation for the affected client, in accordance with current legislation.
The statement also emphasizes that Correos de Cuba does not operate alone, and that multiple parties are involved in the process of transportation and delivery, including both Cuban and foreign postal and customs operators.
Therefore, he justified that determining responsibility in each case is not always immediate and requires inter-institutional collaboration.
Correos insists that the weight and condition of the packaging are the only elements that the postal system can verify and guarantee, and that only through an additional fee for "Customs Declaration" is the content of a shipment certified.
Meanwhile, complaints on social media continue: users are sharing stories about opened packages, missing items, or empty boxes.
And although the statement attempts to rally institutional support, public perception continues to deteriorate every time a shipment does not arrive intact... or simply doesn't arrive at all.
However, in December 2024, the Cuban government stated that complaints about package deliveries decreased to just 72 for the entire year.
This supposed improvement was attributed to collaboration with SMEs, the automation of processes in customs, and the efficiency of entities such as Transcargo and Correos de Cuba.
However, days earlier, a resident of Matanzas reported that a package sent from Mexico by her husband on a medical mission arrived tampered with.
Although the box was sealed, it showed clear signs of having been opened previously. Such incidents breed widespread distrust in the state parcel delivery system.
In October, another citizen reported the theft of contents from a shipment coming from Italy. Mayelin Rodríguez denounced on social media that her package lost more than eight kilograms in weight during its passage through the Customs of Havana and the post office in Camagüey.
On another note, in September, Correos de Cuba blamed the mipymes for delays in package delivery. In a statement, the International Messaging and Exchange Company (EMCI) indicated that customers should contact the mipymes directly hired by foreign courier agencies. This stance absolves the state entity of direct responsibility for the final service.
Frequently Asked Questions about Postal Shipments in Cuba
What is the current situation of international shipping services in Cuba?
Cuba's Postal Service faces serious security and efficiency issues in handling international shipments. Packages sent to the island are often tampered with and looted, resulting in a significant number of complaints and distrust among users.
What percentage of shipments are affected by thefts or losses according to Correos de Cuba?
Correos de Cuba claims that only 0.02% of shipments managed between 2024 and the first quarter of 2025 were affected by theft or loss. However, this data is challenged by the large number of user reports that mention issues with their packages.
What measures has Correos de Cuba taken to address user complaints?
Correos de Cuba assures that confirmed cases of theft or losses are rigorously investigated, and that disciplinary or judicial measures are applied as appropriate. Additionally, compensation is offered to the affected customer, as stipulated by current legislation. However, public perception remains one of distrust due to the persistence of complaints.
How does the lack of fuel affect the postal service in Cuba?
The lack of fuel is causing significant delays in package delivery across the country, resulting in a backlog of packages that are not reaching their recipients on time. This situation has been confirmed by the Business Group Correos de Cuba on their social media.
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