I have traveled and recommended Aerocuba in the past, that ended today. The first troubling signal was the staff acting unaware or in training mode. They needed extra confirmation to differentiate a real first class ticket from a fake, agency first class that is used by the "mules". You could noticed that incompetence was the word of the day, then came the obvious scam, an irregular luggage is now called extra irregular so they can increase their already overpriced luggage fees. I have traveled with this travel agency in June, July and August 2025, taking to Cuba the same luggages (Solar Panels) same boxes, no changes, and by the way, they have the same irregular luggage policy in September, no changes. But the so called supervisor is the reason of the scam. Now they have lost another customer and I will not recommend them to anyone in the future.

Terrible airline. The staff walked around the line asking passengers to pay an extra $100 or $50 in order to guarantee that your luggage will arrive with you to your destination on top of the regular baggage fees. The flight was delayed 35 minutes. Upon arrival all six of my mothers luggage was left back in Miami Airport. She wasn't the only one. Every person on the flight also had the luggage left behind. We were told it would arrive in 2 days. The airline prioritized the package being sent by agency over the baggages being brought by the passengers who paid for their flight. There were carts with 10 giant bags each, even bicycles and tvs. But the passengers luggage was left behind on purpose. This airline should be shut down. A plane the fits 300 passengers and there were only 38 on board. They are using the planes as cargo planes.

This airline shouldn't even be in business. There was a guy with 30 pieces of luggage. I saw him pay the attendant extra money in cash to allow all the luggage to go on the plane. Intern this made everybody else's luggage have to wait for an additional flight at a later date. How is this place still in business. This is what's wrong with Miami these people..... Most companies that get reviewed usually have a response. Somehow to improve their service or try to explain what the problem might have been. No response from this company.... This by itself should tell you to steer clear.

Worst airline and customer service that I’ve ever encountered. Payed more than any other airline for the luggage and the luggage was delayed. The flight was delayed five hours and 3 of my checked bags didn’t arrive.. It has been 4 days and the luggage still hasn’t arrived. Now I have to pay an additional $150 for transportation to pick up this luggage since my grandparents don’t live in this city. My grandfather had a stroke 3 years and all of his medication was inside that luggage. He is currently at a Cuban hospital being treated for his high pressure and anxiety due to this issue. I am thankful to God that he will be recovering soon. When I spoke to customer service they had a horrible attitude and the lady (Marilyn or something like that) even hung up on me. I called back because my issue wasn’t resolve, I supposedly spoke to the Director of the Aero airline and he had the audacity to hang up on me too. If I could rate it worst than 1 start I would. WILL NEVER BE USING THIS AIRLINE AGAIN!!!

Worst airline to fly in. Our flight was delayed for over an hour and nobody said anything. Everyone is very unorganized, the charge you for suitcases even tho when you purchase your ticket they tell you that they are included in the price. We sat on the plane for over one hour with no AC and nobody would say anything. The flight attendants don’t even know how to properly communicate what’s going on with the plane. Will never flight with this airline again.