Last update: Saturday 4th of April 2020
Thank you for your Patience
Due to current and unprecedented world events affecting the global travel industry, we are currently experiencing extremely high call volumes, please do not worry if you cannot get through to us.
If you have an existing booking and would like to talk to someone about it, the fastest and easiest way to contact us is to send an email to [email protected] with your travel date, surname, and booking reference number in the email subject box. We are currently working through bookings in date order and prioritising those travelling first so please bear with us and know that we will respond as soon as possible.
We are handling new enquiries for travel as quickly as possible!
Coronavirus (COVID-19) Outbreak Information
In the last few weeks, as you will have undoubtedly seen in the press, a new coronavirus has emerged named COVID-19. There has been extensive press coverage surrounding the virus, and with the presence of modern social media, coverage feels considerably more intense than previous virus outbreaks over recent years, potentially resulting in increased public concern. New information is emerging daily on COVID-19, and as usual, the safety and well-being of our customers, colleagues and partners remains our number one priority. Captivating Cuba will continue to closely monitor official UK government information as it is issued, and we will follow all UK travel related advice laid down by the UK Foreign and Commonwealth Office.
Current Situation in Cuba
The sun is shining! So far there has been no advice related to travel to Cuba or the Caribbean, and everything is operating completely normally. In addition to following the UK government information, we are also in touch with government authorities in Cuba as well as maintaining daily dialogue with our colleagues, and suppliers in Cuba to make sure we have new information as quickly as possible. We have so far had very few changes/cancellations and have a lot of customers in Cuba now enjoying their holiday.
Cuba reported its first 3 cases of COVID-19 on 11 March, diagnosed in 3 Italian tourists who arrived in Cuba on 9 March and were diagnosed with the virus very soon after arrival. Since then only a small number of people have been diagnosed and numbers in Cuba and the rest of the Caribbean remain low.
Cuba has a well-respected, strong and advanced health service and government control over society is strong with very fast moving and robust actions taken by the Cuban government when it comes to large scale incidents that can affect the nation. Cuba are extremely experienced at handling national emergencies and have a highly regarded system of handling national issues from a strong central control. At Cuba's international airports, screening is taking place on arriving passengers which is being carried out in a controlled and discreet manner. In the event that any arriving passenger displays coronavirus symptoms, the passenger would be taken to the Pedro Kourí Institute of Tropical Medicine, the leading body specialising in these types of illnesses.
Can I Change my Travel Dates and Delay my Holiday?
Yes. We will be as flexible and as helpful as possible to delay your holiday to a later date. If you are travelling more than just a few days away, then we do not expect that you will need to pay any amendment fees.
As it depends on how soon you depart, the services that you have booked with us, and how flexible our suppliers will be, we will handle any enquiries on a case by case basis, but will assist as much as we possibly can.
If you want to change your travel date, we will do our very best not to levy any amendment fees and will simply price your holiday based on your new dates requested. Please send us an email to [email protected] if you would like to do this.
Can I Cancel my Holiday and Obtain a Refund?
The UK has not put a blanket ban on travel to Cuba at this time, leaving the choice as to whether to travel or not as one for each individual to make and we are not able to offer you a refund if you do not wish to travel. If you intend on cancelling, we urge you to contact your travel insurer to see if you can recover any costs paid before taking a decision.
If you decide to cancel your holiday (you must advise us in writing) you will lose:
|Period before departure within which
written cancellation received
|Cancellation charge % of price for the
|56 days or more||Deposit|
|Between 56 and 69 days||40%|
|Between 29 and 39 days||50%|
|Between 15 and 28 days||75%|
|14 days or less||100%|
If you are booking a new holiday, it is extremely important that you take out travel and medical insurance on the same day that you pay your deposit to us. You should then benefit from the services that form part of your insurance cover from the day that you enter into a contract for your holiday. As per our normal advice, do ensure that all members of your party travelling have comprehensive medical and travel insurance, and accessible funds for unplanned treatment and repatriation. Do check the terms of the insurance policy carefully to make sure they adequately cover your needs.
Customers Travelling with Virgin Atlantic
To provide greater flexibility to customers with upcoming travel plans, Virgin Atlantic have introduced a flexible policy to waive the flight change fee for bookings made from 04 March - 31 March 2020. This relaxed policy is to give customers flexibility to book throughout March with peace of mind there is the option to change flight date to a later time without a change fee. Subject to availability and subject to Virgin's terms and conditions.
The policy applies to all routes in Virgin Atlantic's international network, including services from London Heathrow, London Gatwick, Manchester, Glasgow and Belfast airports, and tickets booked on Virgin Atlantic codeshare flights on transatlantic routes with its expanded joint venture partners.
Customers Travelling with Other Airlines
Airlines such as Air France and Air Canada as well as others are now offering ticket flexibility. For more information and terms and conditions, please visit your respective carrier's website or contact us. Please contact us via email to [email protected]for any changes to be made or further clarification.
Whilst Cuba currently are not restricting entry for customers travelling from specific countries, you should be aware that some other countries that you may transit through have entry restrictions in place for travellers who are either arriving directly from countries where there have been major coronavirus outbreaks, or have visited them within the past 14 days. We recommend that you monitor the Foreign and Commonwealth Office travel advice if you are travelling imminently for any updated advice.
To check the latest Government travel advice: Foreign and Commonwealth Office Website
You can view the current UK Foreign Office advice for travel to Cuba here
You can read more about COVID-19 issued by the World Health Organisation here
You can read the UK NHS information on COVID-19 here