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Taken February 2004 from London - YXU to Holguin - HOG

On February 7th we were to depart from London, airport at 15:30 - our flight ended up being delayed for over 6 hours. This resulted in arriving at our resort at approximately 5:30 am. The treatment we received from the ticket counter, and the flight attendants clearly indicated their lack of professionalism and customer service skills. They were argumentative with us when we asked for our $10.00 voucher, claiming that everything was closed, and they didn't have any left. We had to insist.

The best is yet to come...

Our return flight was to depart Holguin at 20:10 -of course the plane was late by over 2 hours. When we finally boarded the plane, waiting for over an hour on-board - the captain advised that there was a hydraulic problem. We de-boarded the plan, only to remain in the airport until approximately 3:00 am before anyone talked to us. They advised that we would be put up in a hotel for the night, only to later determine that only 19 rooms were available. Long story short we sat in the airport for over 30 hours. We had no contact from a Jetsgo representative, or our tour company representative. It felt like we were forgotten about. The communication factor was just not there. We arrived in the London Airport at approximately 4:30 am on Monday, February 16th. We were supposed to arrive on Saturday, February 14th at 23:40. Obviously additional costs were incurred by all, from phone cards, lost wages, additional child care expenses, and additional parking costs. Shame on Jets go!