Please read the below listed policies and conditions in full detail before continuing. By agreeing to these terms you acknowledge having reading and understood all terms and conditions relating to the policies.
Your credit card will be debited after making your reservation for the indicated amount at the time of booking. The charge will be in USD currency and your bill will state: ILHA BELA GESTAO E TURISMO UNIPESSOAL, LDA.
Flights and carriers
Due to the fact domestic flights are chartered and schedule time may vary, Solways strongly recommend do not book domestic flights for connecting to internationals flights for the same day.
Solways acts as a general sales agent for the carriers in the sale of Air Only fares. All flight times and carriers are subject to change with or without notice. We recommend that you contact Solways within 12-24 hours of travel dates to confirm times and airport check-in requirements.
Flight times are subject to change, you must contact these phone numbers one day prior of flight departure after 16:00 hrs, in order to get latest pick up time. (53) 52680524 (Monday-Saturday) and (53) 52873918 (Sunday).
If you are in Cayo Coco or Cayo Guillermo, you must contact these phone numbers (53) 52850922 or (53) 52879975
If you will not be staying in any of our hotels, you must leave a contact number in the booking remarks.
For any emergency you can also contact us by telephone:
00537 2045577 ext.1010 from 09:00 to 18:00
00535 2870107, rest of the day.
If Solways is aware of a change every effort will be made to advise you. Please note that in the case of a flight delay announced at the airport, it may not always be possible for the airline to provide accommodation or meals during a delay at the airport. In the event of a delay related to weather, traffic, or another situation, such expenses will be your responsibility. Solways cannot accept responsibility for additional charges incurred for expenses or lost wages as a result of changes to flight times or for missed holiday time. If you purchase only your airfare from Solways it is your responsibility to leave a contact number at your destination with our the local representative so we may contact you in case of a change. All connecting flight reservations are made at the risk of the consumer who hereby agrees to assume the cost of any loss in the event of a change to the original flight schedule. Solways cannot be held liable for damages or additional fees incurred by consumers owing to a missed flight connection.
In case of cancellation of flights by the airline, they protect customers with shared land transfers according to the reserved destination (except Cayo Largo).
In these situations, refunds are made to the clients for the difference paid for the air ticket and the cost of this transfer.
To receive the service of included transfers, you should indicate the hotels where you will stay in both destinies. Pick up time in the hotels’ lobbies is 3 hours before flights’ planned departure time.
IN CASE YOU WILL BE NOT STAYING IN ANY OF OUR HOTELS, YOU MUST LEAVE A CONTACT NUMBER IN THE BOOKING COMMENTS.
All fares including taxes and service charges are non-refundable.
Payment - Cancellation - Refunds Policies
All flights services requires prepayment. Your credit card will be debited within 24 hours after making your reservation. The charge will be in USD currency. Solways will take payment for this reservation.. All fares including taxes and service charges are non-refundable.
If you need to change or cancel your travel plans, it is your responsibility to notify us in writing of such a request. These tickets are discount tickets, which have restrictions on them and may be up to 100% non-refundable and non-changeable.
Once you have paid for your reservation, the following cancellation policy applies:
- If you cancel the reservation 72 hours before your intended departure date, we will refund you 20 % OF TOTAL AMOUNT that you paid for your reservation
- If you cancel your reservations within 72 hours or less of the date of departure, you WONT BE REFUNDED
For cancelling in variable periods, amount of refunding will be as follows:
30 days before: 90 %
15 a 29 days before: 70 %
7 a 14 days before: 40 %
3 a 6 days before: 20 %
All refund request must occur within 30 days of the date of departure. Any refund for modification or no shows will be given at the sole discretion of Solways.
We shall make a refund only to the person who has paid the fare or to that person’s order, who may be required to produce satisfactory proof of original payment.
Taxes and Charges
Any taxes or charges imposed by Government or other authority, including the operator of an airport, which we are obliged to collect from you or pay in respect of you and your flight may be payable by you to us in addition to the fare. At the time you make a reservation you will be advised of the total amount of such taxes and charges not included in the fare and payable by you. Such taxes and charges imposed on air travel are constantly changing and can be imposed after the date that your reservation has been confirmed. If any such tax or charge is introduced or increased after the reservation was made you will be obliged to pay it prior to departure. Similarly, if any such tax or charge due is abolished or reduced before we are obliged to pay it you will be entitled to claim a refund from us.
We do not guarantee to provide any particular seat in the aircraft and you agree to accept any seat that may be allotted or is otherwise made available on the flight.
Check-in deadlines & Travel
You must arrive at the airport sufficiently in advance of the scheduled flight departure time to permit completion of Government formalities and check-in procedures. Check-in deadlines may vary at different airports and for particular flights. It is your responsibility to ensure that you comply with these deadlines details of which will be available at the time you make your reservation. In any event we reserve the right not to accept you for travel less than 50 minutes before the scheduled departure time of your flight. If you fail to present yourself for check-in by the time limits stated above, or appear to be improperly documented and not ready to travel, we may refuse to carry you and we are not liable for any loss or expense due to your failure to comply with the provisions.
On check-in you are required to present certain information relating to your flight and identity. Number of the flight which you have confirmed with us. Details of these requirements, necessary for all flights (both international and domestic), are stated in our Carrier‘s Regulations. It is your responsibility to ensure that you meet the passport, visa, health requirements in Cuba
Baggage restrictions vary depending on the carrier. Mark and lock your luggage and never leave it unattended. Lost, delayed, or damaged baggage is the responsibility of the airline - with the exception of sports equipment which is not covered and must be insured separately. In the event that your baggage is delayed at your destination or upon your return home, please contact the airline representative before leaving the airport. Failure to do so will invalidate your claim. Baggage handling is performed by independent contractors over which Solways has no control. We cannot assume responsibility for loss of or damage to baggage or other possessions, and strongly recommend you purchase insurance to cover this.
5 kg of hand luggage and 20 kg are allowed as a second suitcase. Overweight will have to pay directly with the airline.
We strongly recommend travel insurance to cover you for cancellation, health, baggage etc.
If you lose your tickets, it may be possible to re-issue them
for a fee. The amount payable will depend on the circumstances of the loss
and how close to the travel date you discover it. However, not all tickets
can be re-issued; which is another good reason for ensuring you have
sufficient insurance cover. Tickets will be dispatched to you in accordance
with your instructions and we accept no responsibility for their delivery.
If you are not satisfied with any of the services received, please send your complaint to the mail: firstname.lastname@example.org. Once received:
- Solways Cuba will send the data received to the service provider for review.
- Once the necessary information has been received from the supplier, Solways Cuba will notify the client of the decision taken.