Related videos:
Once again, the package delivery service of Correos de Cuba is under scrutiny, this time due to a public complaint from Cuban citizen Aimeé Plasencia Ferrás, who resides in Santa Marta, Cárdenas, in the province of Matanzas, and who received aluminum profiles instead of the two Philips televisions she had sent from Panama.
Plasencia made two shipments from that country in August 2024. The first, through ENA (apparently a Panamanian company), arrived without difficulties. The second, through the company Correos de Cuba, arrived in Matanzas on November 21, three months after it was sent, and it was not until January 17 that it reached Santa Marta, despite the less than 40 kilometers that separate the two locations.
Upon opening the box, the contents did not match what was declared or what was expected. It was not the first time. Days later, on January 25, another postal package that was supposed to contain a decoder box arrived... without it, the woman reported in a letter published by the section Apartado 1433 of the official newspaper Girón.
Plasencia does not hesitate: “It is evident that a crime is manifested in the work of Correos de Cuba. Someone, indifferently, appropriated the goods and instead placed items that have no relation to televisions, as they are not even accessories for them, thus mocking the effort I made to purchase these items, an action I undertook in accordance with the laws of our country.”
Despite having made the corresponding claim at the Santa Marta office, to date, there has been no response, not even a call to confirm that the case is being investigated. “It is neither humane, nor ethical, nor revolutionary for this to happen,” expressed the affected individual, visibly frustrated by the institutional silence.
From the Post Office in Matanzas, Yadir E. Laurencio Portelles, general director of the Postal Company in Matanzas, and Yaneysi Remón Suárez, Operations Director, acknowledged that the package arrived late and that the case is under investigation by the Inspection department.
They claimed that the delay was due to "energy issues" at the Postal Sorting Center and stated that they had tried to contact the complainant "on several occasions, without success."
But the truth is that, regardless of justifications, the reality remains the same: items disappear, customers do not receive timely responses, and the service continues to accumulate complaints, while public trust in the Cuban postal system continues to crumble. Will Plasencia be compensated? Will they replace the TVs with others of equal or similar value? Or will he only receive excuses?
A few days ago, Correos de Cuba acknowledged that only 0.02% of over 745,000 shipments managed between 2024 and the first quarter of 2025 were reported as altered, stolen, or lost. However, it shifted the responsibility towards postal and customs operators, claiming that shipments pass through foreign and Cuban hands before arriving in the country.
By the end of 2024, the Cuban government boasted about an improvement in package deliveries with only 72 annual complaints. While official reports highlight a decrease in complaints and logistical advancements, structural problems persist, high demands continue, and the population is still reporting delays and, particularly, the theft of content in packages, which undermines the official narrative of the regime.
In December of last year, a resident of the municipality of Los Arabos, also in the province of Matanzas, reported a case of theft and tampering with a package sent from Mexico by her husband, who is on a mission in that country, after picking it up at the office of Correos de Cuba.
Months earlier, a Cuban residing in Spain identified as Idisleidys Sosa reported that she sent a cell phone to her uncle in Perico, Matanzas, and instead, he was given the phone's box filled with screws and chicken broth packets.
A similar case occurred in Cárdenas, where a woman reported that, after receiving a package through Correos de Cuba, she found a bag of screws used to fill the parcel after part of the original contents had been stolen.
Frequently Asked Questions about the Package Delivery Service in Cuba
Why are there so many problems with package delivery in Cuba?
Cuba's postal service is facing issues with security and efficiency in handling international shipments. Packages are often tampered with and looted, and the lack of fuel causes delays in delivery. The company admits that only 0.02% of shipments are altered, stolen, or lost, but complaints suggest a more widespread problem.
What is Correos de Cuba doing in response to reports of thefts in shipments?
Cuba's postal service has shown a lack of effective response to reports of theft. Victims often do not receive a satisfactory solution, which increases distrust towards the postal system. Although the company claims to investigate the cases, the problem persists.
What is the current situation regarding shipments from abroad to Cuba?
Due to the crisis in Cuba, shipments from abroad have increased significantly, especially from Miami. The long lines at shipping agencies reflect the high demand for basic products for families on the island. The energy crisis has led to a shift in the types of items being sent, such as generators and solar panels.
How does the lack of fuel affect package delivery in Cuba?
The lack of fuel in Cuba is causing significant delays in package delivery. Correos de Cuba has confirmed that this issue affects their transportation and distribution capacity, leading to delays in the arrival of packages to their recipients.
Filed under: