The cancellations of Air China flights between Madrid and Havana continue to provoke outrage among Cuban passengers, who report long waits at airports, transfers to hotels, unexpected expenses, and a lack of information regarding when they will be able to travel.
On social media, the testimonies of those affected are multiplying, with some claiming they waited up to 17 hours for a solution, while others received cancellation notices just a few days before departure.
"We were stuck there for 16 or 17 hours and now without any information," reported a passenger on Facebook who described how her group spent practically the entire day at the Madrid airport before being taken to a hotel in Alicante.
According to the explanation, around 11:00 p.m. they were informed that they would be accommodated in a hotel, which they arrived at around 6:00 a.m. However, at 12:30 p.m. they were told that they had to vacate their rooms to return to Madrid Airport.
"They aren't telling us anything," lamented the affected individual, who also questioned the information received about a possible compensation of 600 euros.
The passenger stated that she received an email describing her situation as "cancellation, rebooking, and delayed arrival at the final destination," even though, according to her account, she had not yet been able to travel.
A mother with a ticket costing 1,200 euros and without a flight
Among the complaints is that of the Cuban Laura Díaz, who posted a video on Instagram after learning that her mother's flight, scheduled for Wednesday, October 14, had been canceled.
"My mom was supposed to come on Wednesday. She booked the flight a month and a half ago, and today they emailed her saying that the flight has been canceled," he explained.
Díaz stated that his mother had paid 1,200 euros for a ticket with three suitcases, but that the notification did not include clear explanations or a phone number to call for information.
According to his testimony, the alternative offered was to wait up to 15 days to get another flight.
"Fifteen days? I booked a flight that I'm paying a fortune for, and I'm going to be in Cuba for a month, so I'm going to lose my vacation," he questioned.
The Cuban recounted that some friends of hers had experienced a similar situation two weeks earlier when they were notified of the cancellation just one day before traveling. She confirmed that they had to cover the accommodation expenses in Madrid on their own.
He also expressed concern for the elderly who travel from other Spanish cities to Barajas Airport, often with multiple suitcases loaded with products for their families in Cuba.
"There are elderly individuals and families who won't check the mail because they don't even call you on the phone," he warned.
Complaints against Air China date back to September. In a review published on Tripadvisor, a passenger identified as Cándido Arias Pompa reported that during a family trip between Madrid and Havana, the airline left his suitcase in Spain and he spent a week in Cuba without his belongings. He recounted that he had to spend 100 euros on transportation to retrieve his luggage, without receiving any compensation.
Additionally, he stated that the company unilaterally changed the date and time of his return flight, which was originally scheduled for September 20. "At the Havana airport, misinformation reigned: no one offers logical explanations or viable solutions to the affected travelers," he lamented.
Cubans stranded in Havana and the fear of losing their jobs
In the Facebook group "Cubans in Madrid", other users have reported cancellations without clear alternatives.
A passenger who claimed to have gone to Madrid-Barajas Airport on October 11 stated that he was told there were issues related to repairs on the runway at Nassau Airport in the Bahamas, which were preventing Chinese planes from landing.
According to his account, they offered him a full refund of the ticket and the option to claim 600 euros in compensation, but without a specific date for travel.
Another user pointed out that there were also numerous stranded travelers in Cuba, some of whom, according to their testimony, had lost their jobs in Spain due to being unable to return on the scheduled dates.
The agency Samy Voyages had warned on October 3 about the cancellation or modification of flight CA865, scheduled for that day, and reported that numerous passengers showed up at the airport without having received prior notification.
On its part, the Chinese Embassy in Cuba recently acknowledged that flights CA865 and CA866 were experiencing frequent changes and temporary cancellations due to "technical reasons."
However, the testimonies of those affected reflect a growing concern regarding additional expenses, uncertainty about new travel dates, and difficulties in receiving assistance.
Filed under: