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We have a huge issue at arrival (Cuba),
Our Booking#[protected]
Flight WG6176
Vancouver to Varadero, Monday Nov 13th.
Service aboard excellent, aircraft great and overall a good experience until we got into Varadero, the entire flight had to wait 3 hours in custom, no access to food or water, kids around. The issue, No "Visa cards", airport employees charged us US$150 american each (Julia and I) in cash to let us get in into the country, they said it was a Sunwing problem, that the Canadian company never sent those Visa cards in the plane, Sungwing representative in Varadero disappear for around an hour, coming back and forth without any solution but waiting. We waited for 3 hours with so many others, we decided to use the cash we brought for our vacations (It was my birthday gift) to paid for the visa, suffering the rest or our trip for the lack of cash, it was our first time in Cuba, we couldnt take the planned tours because we couldnt find another way to get more american cash without getting ripped off. We spend another US$60 for the cab from the airport to our hotel, Memories Varadero, we left people behind in the airport. When we arrived to the hotel no food left anywhere, I ended up going to Downtown Varadero in a cab back and forth to buy a couple of burgers for me and my girl, I am still trying to forget that experience, I used your services before and never happened something like this to me.
The people in the hotel helped us to fix the terrible experience, they were nice and kind.
I would like to hear from you, if you have any explanation for that awful situation we went through in Varadero.
Regards,
PIERO FLORES ROCHA
Claimed loss: Tours , experiences we couldn't take for the lack of cash after so much expending upon our arrival
Desired outcome: We need an explanation about the situation and how can you change our terrible experience.
Hi Piero,
My father was on this flight, with you. We are working on a complaint to Sunwing.