Carriers temporarily suspend Cuba flights, move to ferry passengers back to Canada

Canadian airlines have now temporarily suspended their flights to Cuba and are moving to ferry passengers on the Caribbean island back to Canada.

The temporary suspension comes after Cuban authorities advised that the supply of aviation fuel would be unreliable and not available to international carriers.

WESTJET GROUP

In a statement, WestJet said it is responding to the developing situation in Cuba and the latest travel advisory by Global Affairs Canada. At this time, the Government of Canada continues to advise travellers to exercise a high degree of caution when travelling to Cuba, related to fuel shortages and impacts to essential services that may disrupt travel on short notice.

The statement continued: “Aligning with our focus to put guests and crew first and protect the integrity of our operation, WestJet Group has made the decision to begin an orderly wind down of our winter operations to Cuba, this is inclusive of WestJet, Sunwing Vacations, WestJet Vacations and Vacances WestJet Quebec.”  

And the company said that: “To lessen the strain on local resources, beginning today, WestJet will depart Canada with empty aircraft to support the organized return of guests currently vacationing in Cuba. All aircraft dispatched to Cuba will carry sufficient fuel to safely depart without reliance on local fuel availability. 

AIR TRANSAT

Air Transat advised that due to the jet fuel shortage announced by Cuban authorities and the recent evolution of the situation, Air Transat is temporarily suspending all flights to Cuba until April 30, 2026

Air Transat will contact all affected customers directly. We understand how important your travel plans are and sincerely apologize for this disruption.

The company said that:

• Air Transat will cancel and refund customers whose trip has not yet begun to their original method of payment
• Air Transat will set up repatriation flights to Canada over the coming days.

Air Transat will contact all affected customers directly. We understand how important your travel plans are and sincerely apologize for this disruption.

AIR CANADA

Air Canada was the first to announce that it was suspending its service to Cuba due to the ongoing shortage of aviation fuel on the island.

The move took effect yesterday (Feb. 9) and the airline said that “over the following days, the airline will operate empty flights southbound to pick up approximately 3,000 customers already at destination and return them home.”

In announcing the suspension of its Cuba flights, Air Canada said that it “took the decision following advisories issued by governments (NOTAMs) regarding the unreliability of the aviation fuel supply at Cuban airports.”

And the carrier’s statement continued: “It is projected that as of February 10 aviation fuel will not be commercially available at the island’s airports. For remaining flights, Air Canada will tanker in extra fuel and make technical stops as necessary to refuel on the return journey if necessary.”

The airline said that it will continue to monitor the situation to determine an appropriate restart of normal service to Cuba at a future date.

For Customers

Air Canada’s immediate priority is to return customers already in Cuba to Canada. It will operate empty ferry flights to the island over the coming days to maintain its regular schedule from Cuba to Canada over the near-term to pick up these customers. Air Canada currently has approximately 3,000 customers in Cuba, most of whom are travelling on Air Canada Vacations Packages.

Throughout the process, Air Canada and Air Canada Vacations monitored the situation closely, first introducing a flexible rebooking policy for customers travelling to Cuba.

Air Canada Vacations is now introducing a refund policy, allowing customers who had scheduled departures to Cuba and experienced flight cancellations to automatically receive a full refund in their original form of payment. There is no need for these customers to contact the Air Canada Vacations’ Contact Centre.

Customers currently in Cuba who booked an Air Canada Vacations package can receive direct support from Air Canada Vacations’ local representatives, who are available to address any questions or concerns.

Air Canada Cuba Schedule

Air Canada operates on average 16 weekly flights to four destinations in Cuba from Toronto and Montreal. These include:

From Toronto:

• 4 times weekly to Jardines del Rey Airport in Cayo Coco,
• 2 times weekly to Frank País Airport in Holguín,
• 4 times weekly to Juan Gualberto Gómez Airport in Varadero
• Once weekly to Abel Santamaría Airport in Santa Clara

From Montreal:

• 3 times weekly to Jardines del Rey Airport in Cayo Coco
• 2 times weekly to Juan Gualberto Gómez Airport in Varadero

At present, seasonal flights to Holguín and Santa Clara are cancelled for the rest of the season.

Flights to Varadero and Cayo Coco are schedule to operate year-round but are currently suspended with a tentative restart, pending review, on May 1.

All Flights are normally operated on various narrow body aircraft between Mainline and Rouge.

Air Canada will look to redeploy these aircraft to other destinations.TICO ISSUES CUBA GUIDANCE

TICO ISSUES GUIDANCE

TICO has issued guidance to registrants in light of the ongoing operational disruptions affecting travel services in Cuba, outlining their responsibilities.

Richard Smart, TICO CEO, said: “We recognize and acknowledge the value and expertise of travel advisors in helping their customers navigate consumer protection information. By helping consumers understand what their booking includes and what their rights are, advisors ensure travellers can make confident, informed decisions, especially when circumstances change unexpectedly.”

Under Ontario law, if a travel agency or tour operator acquires rights to travel services for resale and is unable to provide the travel services because a supplier fails to deliver them (e.g., flight to destination or availability of hotel), customers must be offered their choice of:

• A refund;
• Comparable alternate travel services acceptable to the customer; or
• A voucher or similar document that is acceptable to the customer for future redemption towards travel services.
• If a customer prefers a full refund for a travel package, Ontario’s consumer protection laws require a refund be provided within a reasonable timeframe.

Relevant section of the Regulation: 46

Accommodations

Registrants may be responsible for taking reasonable measures to ensure that the accommodations sold to customers are in the same condition as described at the time of sale, when the time comes for the customer to use those travel services.

If they are not, the registrant must promptly notify the travel agent or customer, and must offer the customer a choice of:

• * A refund; or
• * Comparable alternate travel services acceptable to the customer.

Relevant section of the Regulation: 40

What if the accommodations are part of a package?

If the accommodations are sold as part of a package that includes transportation to a destination, the refund or comparable alternative services must apply to the entire package. If the accommodations were sold separately, the requirement is to offer a refund or comparable alternative services for the accommodations.

Relevant sections of the Regulation: 37 and 39

Conditions affecting travel purchase decisions

Registrants are required to warn customers of the evolving nature of conditions in Cuba. Prior to reserving travel services for a customer, a travel agent shall bring to the customer’s attention any conditions that the travel agent has reason to believe may affect the customer’s decision to make the purchase.

Relevant section of the Regulation: 36(a)

Advising customers of changing conditions

Registrants may also have a continuing obligation to inform customers of a deteriorating situation in the travel destination after the travel services have been reserved.

After booking, if any material information previously communicated to the customer changes (e.g., details from an advertisement or brochure) that may have influenced their purchase decision, the registrant must promptly inform the customer.

Relevant section of the Regulation: 37

Terms and conditions

Where suppliers continue to deliver services, customers remain subject to the booking’s terms and conditions, including any applicable change or cancellation penalties.

While some suppliers may choose to offer a goodwill gesture to their customers, registrants should consider all their contractual and legal obligations in determining how to address the situation.

Relevant section of the Regulation: 36

  Additional resources:

• Registrants are encouraged to monitor supplier websites for the latest updates on service availability and goodwill gestures.
• For potential compensation and regulations for air-only cancellations and delays, advisors and passengers should refer to the Canadian Transportation Agency’s Air Passenger Protection Regulations.

Go to www.tico.ca for more.