Please read the following conditions carefully before continuing. By agreeing to these terms, you signify that you have read and understood all the terms and conditions related to the policies outlined.
Your credit card will be debited after your reservation is made for the amount indicated at the time of payment. The charge will be made in USD or EUR, depending on the currency selected, to the benefit of the merchant handling the payment, which you will be notified of at the end of the purchase process.
Flights and Transfers
Solways strongly recommends that you DO NOT book domestic flights on the same day to connect with international flights, as domestic flights are chartered and their schedules and frequencies may change without prior notice.
Solways is a sales agent for air and/or ground carriers, selling air tickets and/or packages that include flights with or without ground transportation. All flight and transfer schedules are subject to change, with or without prior notice, until the day before departure. Therefore, you must reconfirm the final time starting at 4:00 PM the day before, via the following telephone numbers/WhatsApp: (+535) 2631509, (+535) 2680522, and (+535) 0940602.
We recommend leaving a contact number in the reservation comments.
SOLWAYS may cancel a flight or reservation without prior notice, with no obligation other than to refund the unused tickets or a portion of the tickets.
For any emergency, you can also contact us by phone at:
(+537) 2045577 ext. 1435 from 9:00 a.m. to 6:00 p.m., from Monday to Friday, and for emergencies, call/ WhatsApp (+535) 2680522
In the event of a delay in the departure of the announced flight due, to bad weather, traffic, or other circumstances beyond our control, it will not always be possible for the supplier or airline to provide accommodation or meals. In such cases, the customer will be responsible for all expenses. Solways will not be responsible for additional expenses incurred due to the circumstances mentioned in the previous paragraph, nor for lost time resulting from these circumstances. When purchasing your ticket through Solways, you must provide a contact phone number on your reservation request so that you can be contacted in case of any changes or emergencies. All “connecting flight reservations” are made at the customer's risk, and the customer agrees to assume all costs in the event of any loss due to a change in the original flight itinerary. Solways will not be responsible for damages or additional fees incurred by the customer due to missing their connecting flight.
In the event of flight cancellation by the airline, the airline may provide customers with collective ground transportation according to the booked destination (except Cayo Largo).
In these situations, customers will be refunded the difference between the amount paid for the air ticket and the cost of this ground transportation.
Flights with transfers included
To receive the included transfer service (flights or packages), you must indicate the hotels where you will be staying at both destinations (from those listed on the website).
If travelers are not staying at a hotel, they can choose the hotel closest to their home (from those listed on the website) as the pickup point. Pickup from hotel lobbies will take place according to the departure Airport, for example from Havana Hotels to Havana Airport it will begins 3 hours before the scheduled flight departure time.
Payments - Cancellations - Refunds
Payments must be made in advance. Your credit card will be debited within 24 hours of booking. The charge will be in USD.
If the client needs to change or cancel their travel plans, it is their responsibility to notify Solways in writing of such change. Tickets are subject to penalties, with restrictions of up to 100% non-refundable and exchangeable.
Once payment has been made for the reservation, the following cancellation policy will apply:
• If you cancel 5 days before your reservation is due, Solways will charge a USD 15.00 administrative fee to the total amount paid for your reservation. During peak season (December 22 - January 3), other cancellation policies apply. For more information, please contact Solways Cuba directly.
• If you cancel less than 5 days before your reservation, you will be charged a 100% penalty. Only cancellations due to force majeure are exempt from this penalty.
• No-shows will be charged a 100% penalty.
Refunds will only be issued to the person who purchased the ticket, who must provide the original reservation/payment documents.
Seating
Solways will not assign a specific seat to the customer; therefore, the customer will accept the seat assigned to them or the seat that is available on the aircraft.
Baggage claim
Required Documentation:
SOLWAYS/the "airline" shall have the right to deny transportation to persons and/or their baggage when, in accordance with applicable regulations, it determines that doing so could pose a risk or danger, or that the transportation of such persons, baggage, and/or belongings is prohibited by applicable legal provisions or restrictions. To this end, the "airline" may inspect persons, their baggage, and/or belongings to be carried on board the aircraft.
Passengers are responsible for bringing all relevant personal documentation with them at the time of boarding and for complying with customs, immigration, health, police, and other applicable provisions to allow them to board. The "airline" reserves the right at all times to deny boarding if any passenger fails to comply with any applicable rules or regulations, without liability to SOLWAYS.
Baggage
At baggage check-in, the customer must present their identification and flight documentation.
Baggage restrictions vary by carrier/airline. The customer must identify and lock their baggage and never leave it unattended.
In the event of a delay or loss of your baggage at the destination or upon arrival, please contact the airline representative before leaving the airport and file a claim. Failure to do so will invalidate your claim. Baggage handling is carried out by independent contractors, over whom Solways has no control. Solways cannot assume liability for loss or damage to baggage or other personal belongings. Therefore, we strongly recommend that the customer purchase an insurance policy to cover these aspects.
One piece of 5 kg carry-on baggage and one piece of 20 kg hold baggage are permitted.
Insurance
We strongly recommend that clients purchase insurance for their stay in Cuba.
Complaints
If you are not satisfied with any of the services received, please send your complaint to
[email protected]. Once received:
- Solways Cuba will forward the information received to the service provider for review.
- Once the necessary information has been received from the provider, Solways Cuba will inform the customer of its decision.
