Cuba Direct Booking Conditions

Please read carefully. this is a binding legal agreement between you and Live Holidays Ltd and incorporates the Cuba Direct terms of website use and the Cuba Direct privacy policy and cookie policy.

By making payment in respect of the services offered by us, you agree that:

1. You have read and understood all the relevant information in relation to COVID-19 (found here) and its direct or indirect impact on your holiday arrangements; and
2. You have read, understood, accept and intend to be legally bound by the terms of this agreement; and
3. You have the authority to accept and do accept the terms of this agreement for and on behalf of all persons in your travel party who are named in your booking and intend each such person to be legally bound by the terms of this agreement.

DEFINITIONS AND INTERPRETATION

The following definitions and rules of interpretation apply in this Agreement (including the recitals above).

1. Definitions:

   1. Agreement: these booking conditions, the Terms of Website Use and the Privacy Policy and Cookie Policy.
   2. Booking Documents: all documentation relating to the Services booked including without limitation the voucher, the invoice and other documentation including without limitation the details of the members of the Party, the details of the Deposit and other details relating to payment, reservation dates and addresses, check-in and check-out times.
   3. Privacy Policy and Cookie Policy: the Cuba Direct privacy policy and cookie policy as may be amended from time to time, the current version of which is available at https://cubadirect.co.uk/.
   4. Deposit: the amount of which will be specified on the order page of our website, advised over the telephone or in the quote document, this is non-refundable.
   5. Lead Client: the person (who may or may not be a member of the Party) nominated during the reservation process as the person to whom all documents relating to the reserved Services are to be sent.
   6. Party: The group of people in the travel party who are named in the booking.
   7. Services: such travel services as may be provided by Live Holidays Ltd from time to time. Terms of Website Use: the Cuba Direct terms of website use as may be amended from time to time, the current version of which is available at https://cubadirect.co.uk/.

2. Rules of interpretation:

   1. Any reference to we, us or our includes a reference to Travel Direct and Cuba Direct.
   2. Any references in this agreement to you or your means all persons in your travel party who are named in your booking including any such persons who may be added or substituted from time to time.
   3. Any reference to our website means https://cubadirect.co.uk/.
   4. Unless the context otherwise requires, words in the singular shall include the plural and in the plural shall include the singular.
   5. Unless the context otherwise requires, a reference to one gender shall include a reference to the other genders.
   6. A reference to writing or written includes fax and email.
   7. Any words following the terms including, include, in particular, for example or any similar expression shall be construed as illustrative and shall not limit the sense of the words, description, definition, phrase or term preceding those terms.
   8. A person includes a natural person, corporate or unincorporated body (whether or not having separate legal personality).
   9. This agreement shall be binding on, and enure to the benefit of, the parties to this agreement and their respective personal representatives, successors and permitted assigns, and references to any party shall include that party's personal representatives, successors and permitted assigns.

GENERAL MATTERS

3. We are an independent and privately owned tour operator registered as a private limited company in England & Wales under company number 04429799. Our registered address is Foresters Hall, 25-27 Westow Street, Upper Norwood, London SE19 3RY. We trade under the names Travel Direct and Cuba Direct. We are travel consultants with extensive expertise of the countries we offer travel to. Potential clients will benefit from our advice and knowledge which they are under no obligation to pay for up until time of booking.

YOUR FINANCIAL PROTECTION

4. Air Travel Organiser's Licence ("ATOL") is a financial protection scheme managed by the Civil Aviation Authority ("CAA") and backed by the UK Government. When you buy an ATOL protected fight or a flight inclusive holiday from us you will receive an ATOL certificate. This certificate contains details of your protection, where further information may be obtained and who to contact if things go wrong. Our ATOL number is 6346.

5. We, or the suppliers identified on your ATOL certificate, will provide you with the services listed on the ATOL certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services listed on the ATOL certificate or a reasonable alternative (at no extra cost to you). In such circumstances, you accept and agree that the alternative ATOL holder will perform any outstanding obligations and any outstanding payment will be due to that alternative ATOL holder.

6. If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed on the ATOL certificate (or a suitable alternative) for reasons of insolvency, either through an alternative ATOL holder or otherwise, you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable) and the trustees of the Air Travel Trust (the "Trustees") may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit, you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme. For further information, please visit the ATOL / CAA website at http://www.caa.co.uk/atol-protection/.

7. If you purchase a package travel arrangement which excludes flight, ATOL protection does not apply. In compliance with the UK Package Travel, Package Holidays and Package Tours Regulations 1992 an insurance policy has been arranged with Travel & General Insurance Services Limited (t&g), to protect customers' prepayments in the unlikely event of our financial failure and paid in respect of:

   1. non-flight inclusive packages commencing and returning to the UK

   2. the ground handling aspects of packages where the customer is responsible for arranging travel to the destination offered in this brochure/literature/document/on this website (subject to the terms of the insurance policy), for:

      1. a refund of such prepayments if customers have not yet travelled, or

      2. making arrangements to enable the holiday to continue if customers have already travelled.

   Customers' prepayments are protected by a topp policy. You can download a copy of the Certificate of Insurance from our website or upon request.

   In compliance with The Package Travel and Linked Travel Arrangements Regulations 2018, an insurance policy has been arranged with Travel & General Insurance Services Limited (t&g), to protect customers' prepayments in the unlikely event of our financial failure, and paid in respect of:

   • Non-flight inclusive packages commencing and returning to the UK.

   • The ground handling aspects of packages where the customer is responsible for arranging travel to the destination offered on this website.

   • Non-ATOL flight inclusive packages sold to customers outside of the European Economic Area (EEA).

   for:

   • A refund of such prepayments if customers have not yet travelled, or

   • Making arrangements to enable the holiday to continue if customers have already travelled.

   • Repatriation of customers as may be applicable, subject to the terms of the insurance policy.

   Customers' prepayments are protected by a topp policy.

   In the unlikely event of financial failure please contact the claims helpline on 01702 811397. A copy of the policy is available on request.

   This policy is provided by Travel & General Insurance Services Limited (t&g), registered number 02527363 and underwritten by Hiscox Insurance Company Limited (Hiscox), registered number 00070234. t&g and Hiscox are authorised and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (number 113849).

RESERVATIONS, PRICE, PAYMENT AND DELIVERY

8. We do not accept bookings from persons under the age of 18 years.

9. Price guarantee: Some services are provided "on request" which means the services will be confirmed upon payment. Once payment has been received and you have received confirmation of the services from us, your travel arrangements will not be subject to any surcharges (with the possible exception of flight tax increases and surcharges (see Cancellations and Changes by Us sections below). We may change our published prices from time to time, however this does not affect the price guarantee. Unless otherwise specified, the prices quoted include VAT if applicable. Our VAT No. is 853 9802 93.

10. Payments: We require you to pay:

    1. An initial deposit, the amount of which will be specified on the order page of our website, advised over the telephone or in the quote document, if the booking is made more than ten weeks in advance of departure, and the balance of the full amount not later than 10 weeks in advance of departure; or

    2. The full amount, which will be specified on the order page of our website, advised over the telephone or in the quote document if the booking is made less than 10 weeks in advance of departure.

11. If the full amount has not been received 10 weeks before departure, we reserve the right to cancel your booking and cancellation fees will apply. Any payments are non-refundable to cover scenarios such as flights that require immediate ticketing and other services in similar scenarios. Payments may be made by debit card, credit card or bank transfer. We do not accept cheques. Payments must be made in pounds sterling ("GBP") unless otherwise stated. Your card/bank statement will show that monies were paid to Travel Direct.

12. Delivery: All Booking Documents will normally be e-mailed to the Lead Client but may be posted free of charge (within the UK) by First Class Royal Mail. We recommend that you pay a £10 fee (within the UK) for Cuban tourist visas to be sent by special delivery. Should you not follow this recommendation, you will be responsible for any documents mislaid or lost by Royal Mail.

13. You are responsible for checking the details of your booking upon receipt of the Booking Documents and ensuring that the details of your booking are correct.

CANCELLATIONS OR CHANGES BY YOU

14. Notices of change or cancellation must be submitted in writing either by e-mail or by post. The date on the change or cancellation notice will be deemed the date we receive your notification. Until such date, you are responsible for your holiday arrangements as initially booked. Only the Lead Client can request and/or notify a cancellation or change.

15. If you cancel or change your booking with our agreement, and subject to availability, the following charges will apply:

    1. you will be charged the Deposit and any subsequent payments (please refer to Definitions 1.a)

    2. you will be charged an administrative change fee on a per person basis of £100 plus the difference between the value of the Services listed in the original booking and the value of the Services listed in the amended booking.

16. Once in Cuba, change requests can only be dealt with on weekdays between 08:30hrs and 13:00hrs. Please note that changes will incur a charge of £100 GBP plus the difference between the value of the original confirmed service and the newly requested service in the amended booking. There will be no refund if the newly requested service is cheaper than the original confirmed service.

17. If some, but not all persons in the Party cancel their booking, additional charges may be payable by the remaining members of the Party (e.g. under occupancy charges).

18. You are responsible for ensuring that you present yourself at the location(s) and time(s) specified in the Booking Documents. Failure to arrive or late arrival at the appointed time or location ("No Show") may be deemed a cancellation and may invalidate the remaining holiday arrangements.

19. Most hotels operate on an "on request" basis whereby we must wait up to 72 hours to receive confirmation of from the hotel in writing before your reservation is confirmed. If our request for your reservation is denied, you have the option of accepting alterative accommodation which we will offer or your money back. If you wish to cancel your booking before this time (72 hours), you will incur the standard cancellation charges described in this clause 5.

VISA REQUIREMENTS

20. We can only advise British passport holders. If you are not a British passport holder, you should not assume that a standard Cuban Tourist Card will be sufficient for your trip. You may require a different type of visa depending on your nationality. Please contact us for more information.

21. When booking your holiday, we will assume that you are a British passport holder. Cuba Direct will have no responsibility or liability whatsoever if you are refused entry to or exit from Cuba or any other country. If you do not secure the correct visa for travel, you risk not being able to travel. We will not refund you the cost of your holiday in this instance.

22. All passengers must be in possession of a full passport, valid for at least 3 months after your scheduled return date.

CANCELLATIONS OR CHANGES BY US

23. Until departure, flight prices may fluctuate due to increases in local or national taxation, fuel and security surcharges, and any other surcharges that may be levied by the airline or the government. In addition, the payment of taxes such as Air Passenger Duty ("APD") is compulsory. Any such additional charges will be added to your invoice and such additional charges will not allow you to cancel your booking without incurring in the standard cancellation charges set out in this Agreement.

24. Once all services on your booking have been confirmed by us and you have received your Booking Documents, the details of your booking will not be subject to change except where circumstances beyond our control require changes to be made to your booking. Circumstances beyond our control include, without limitation, acts of god and failure of a third-party service provider to fulfil its obligation. Where a service provider fails to fulfil its contractual obligation, we will endeavour to make suitable alternative arrangements.

25. We may cancel a booking where the number of people in the Party is less than the minimum number of persons required to make it viable. The Lead Client will always be advised of the minimum number of persons required for your booking if applicable.

26. Voucher presentation is compulsory when advised. Failing to present a voucher may invalidate the provision of Services. Replacement vouchers will be provided via email upon request without charge.

27. We will endeavour to support you in case of cancellations or schedule changes on a local Cuban flight, although our liability would be capped to the cost of the flight in question.

INSURANCE

27. Insurance is compulsory for travel to Cuba. Even in jurisdictions where insurance is not compulsory, we recommend that you take out an appropriate insurance policy before travelling. The policy should insure all members of the Party for medical expenses, cancellation of the booking, loss of personal belongings, and such other liabilities and risks as may be necessary or appropriate.

28. If you do not take out an appropriate insurance policy before travelling, neither we nor any of our agents or local representatives (where applicable) shall have any liability whatsoever for any loss, damage or injury suffered you or any member of the Party.

LIABILITY

29. This clause 9 applies for the benefit of us and our agents and local representatives (where applicable).

30. Nothing in this Agreement in any way excludes or restricts our liability for our negligence causing death or personal injury or for fraudulent misrepresentation or for anything which may not legally be restricted. Nothing in this Agreement statutory rights as a consumer.

31. Liability in contract, tort (including negligence) or otherwise in connection with this agreement for any one event or series of related events is limited to 100% of the fee payable by you for this booking.

32. In no event may you bring any claim or proceeding more than 3 months after the end of your holiday.

33. In no event (including negligence) will there be any liability for:

    1. Special, indirect or consequential losses; or

    2. Any matters outside our reasonable control including without limitation interruptions in the supply of basic services such as running water, electricity and gas, actions or omissions of local authorities or loss or breach of security in respect of your data held by third party internet payment providers; or

    3. Actions or omissions of third party operators or service providers; or

    4. Disregard of local law in regards to the security measures established either in the tourist facilities or the transportation means; or

    5. Failure to travel on the scheduled date for causes not relating to the facilities or the transportation agents connected with the Services; or

    6. Any damage caused outside the national territory; or

    7. Any damage caused within the national territory relating to facilities or transportation agents not connected with the Services.

34. Under EU law you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be published at EU airports and will also be available from airlines. However, reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of any amount paid to us. If the airline fails to comply with such rules, your complaint should be addressed to the CAA. EU law only applies to flights flying from/to the EU. Local flights in Cuba are not subject to this law.

INFORMATION, ARRIVAL AND DEPARTURE

35. While we make every reasonable effort to ensure that the hotel/resort or property descriptions are accurate, we accept no responsibility for errors contained therein or the results thereof. You accept and agree that there may be differences between the photographs, illustrations and/or text used to describe hotels/resorts or properties and the actual hotels/resorts or properties. We suggest the accommodation based on your requirements and which we hope you like. However, we would also recommend you check reviews online so you can make sure you are happy before booking.

36. We follow the official hotel rating given by the hotels/resorts which is subject to the rules and regulations of local tourism ministries. As a rule of thumb, we believe that most hotels in Cuba are 1 star rating less. If we then described a property as a 4*, being this its official rating, you should expect a 3* or 3* Plus category. It is your responsibility to check reviews and information mainly, but not exclusively, on the internet.

37. There is no official rating system to describe the standard of private home stays. Our ratings (Basic, Standard, Superior, Superior Plus and Deluxe) should be considered in the context of a home offering one or more rooms to rent and the available facilities in the property. Most of the private homes in Cuba have limited accessibility, specifically in Havana, most of the private homes are located on 2nd floors and above. It is your responsibility to check reviews and information mainly, but not exclusively, on the internet.

38. You must pay for travel to and from the hotel/resort or property unless otherwise arranged and included in the Booking Documents.

39. The check-in and check-out times will be shown in the Booking Documentation.

NUMBER OF OCCUPANTS AND TRANSFERS

40. The number of persons permitted to occupy the hotel/resort or property is limited to the number of persons specified in the Booking Documentation

41. Transfer times are given as a guide and will be subject to change dependant on, amongst other factors, road and weather conditions and the number of stops made en route.

    Specifically the Shared Transfer Services is subject to up to 2 hours delay by its very nature. It is a service provided by a state organisation that serves the hotels in several resorts across the country. The time stated in your documents is supplied by the service provider and it is the approximate pick-up time for the route in which your pick-up point is located.

    To avoid disappointments and future complaints we recommend you book a Private Transfer instead. If in the extreme scenario where our Cuban Providers are unable to fulfil the contracted service (i.e. a private transfer) alternative options will be arranged. These events are very rare and would only occur due to force majeure. Therefore, compensation will not be offered in such cases and Cuba Direct liability will be limited to refund any difference in costs.

SPECIAL REQUESTS

42. Special requests regarding accommodation, for example requesting a ground floor, ocean view or twin room, are not guaranteed unless confirmed otherwise in writing. Whether accommodation requests are fulfilled is subject to availability and outside of Cuba Direct ™'s control as guestrooms are allocated by the hotel as part of the check-in procedure. This does not apply to specific room categories booked, and confirmed in writing, for example a Disabled-Access Room, Interconnecting Room or Ocean-View Room.

LOST, STOLEN OR DAMAGED PERSONAL BELONGINGS

43. You are responsible for the care of your personal belongings at all times. We strongly recommend that all members of your party take out appropriate travel insurance that includes personal belongings coverage.

    In no event will Cuba Direct™:

    1. Be liable for lost, stolen or damaged personal belongings.

    2. Be responsible for handling investigations surrounding lost, stolen or damaged personal belongings.

    3. Be responsible for courier arrangements to retrieve personal belongings.

    4. Be responsible for collecting, opening or transporting personal belongings.

    5. Give you legal advice on how to deal with lost, stolen or damaged personal belongings.

    As part of our representation service in Cuba, Cuba Direct™ will assist you by providing the contact details of hotels, casas particulares, the police, transfer providers DHL etc., as far as we are able.

WEATHER & NATURAL DISASTERS

44. Several of the destinations we offer are affected by severe seasonal weather conditions, such as "hurricane season" and "monsoon season". Since it is not possible for us to publish detailed information on weather patterns, and weather advice can frequently change, we recommend checking the latest FCO travel information at www.gov.uk/foreign-travel-advice/cuba

45. When a storm or natural disaster occurs, travel and accommodation arrangements may be significantly disrupted. It is extremely difficult to predict with accuracy the actual path, duration or effect severe weather patterns may have and the effects of actual or threatened bad weather and natural disasters are beyond our control.

46. If a storm or natural disaster is forecast to affect a destination, we work with local and international authorities to try to minimise disruption and keep you well informed. An evacuation of your resort, or a delay or cancellation of your flight to or from the resort may be necessary.

47. In the event of changes, cancellation or curtailment to your holiday due to actual or threatened bad weather, we are not able to offer any refund or compensation. We therefore recommend that you purchase an appropriate insurance policy before travelling to insure you against the curtailment, cancellation or loss of your holiday.

48. Weather information is subject to change and you should monitor the latest local and international weather updates issued by the Met Office (www.metoffice.gov.uk).

CHILD SAFETY, SWIMMING POOLS AND PREGNANCY

49. Children safety is of paramount importance to us. However, we must stress that it is your responsibility to take care of your children and their safety at all times during your stay.

50. Swimming pools are usually open all year. At times swimming pools may be closed due to maintenance or poor weather. We will endeavour to advise you of any changes prior to departure. The opening of a pool is, however, entirely at the discretion of hotel manager and will be subject to the demand and/or weather conditions. All pools are either fresh water or sea water and are chemically treated.

51. Airline regulations state that women with 28 weeks or more into pregnancy, at the time of return travel, must have medical certification of fitness to travel. Normally after 32 weeks into pregnancy permission to travel is refused.

SCUBA DIVING

52. If you intend to scuba dive will be required by the dive centre in the resort to complete a medical questionnaire. If the operator is in any way unsure of your fitness, you will be required to undergo a medical examination. This may result in an extra cost for which you will be charged locally. You are strongly advised to undergo a full medical examination before booking your holiday as no refunds will be given if you are refused medical clearance to dive.

GROUP TOURS BOOKINGS

53. Group Tours are scheduled to depart with a specific number of travellers and on specific dates. In the unlikely event that number of travellers is not met, you will have the following options:

    1. Pay a surcharge per person and still travel, but it will be a private tour (the specific amount to be paid is not as this will depend on the tour you have booked,) or;

    2. Get a full refund.

54. Accommodation is based on two people sharing a twin room but, if you are travelling solo and prefer not to share a room with another member of the group, do let us know so we can provide you with information on single supplements applicable. If it is specifying on your itinerary that you will be staying in casa particulares (private homestays) the tour, information about the specific casa you will be staying at will be provided on your departure and these are issued 4 weeks before your departure date. All the casas we work with are in excellent, central, within easy walking distance of the main attractions and sites within each town or city.

COMPLAINTS, COMMUNICATIONS AND CLAIMS

55. All complaints must, in the first instance, be reported to the relevant hotel/resort manager. If a well-founded complaint be solved satisfactorily with the hotel/resort manager, you must immediately inform our local representative who endeavour to resolve the issue and will also keep us informed.

56. If you want to complain on your return, you must write to us in English either by post or by e-mail (customer.service@traveldirect.co.uk) within 28 days of your return. If you do not comply with the above, we have no liability in relation to you. For reclaiming monies paid for failed Services you must provide an adequate receipt/proof of payment. We will not be able to make refunds if such proof is not provided.

57. Mobile telephone calls can be very expensive from outside Europe. We will not refund any telephone call charges. You will always have at least one local contact to liaise over the telephone with. Telephone calls in the UK and abroad may be recorded quality and training purposes.

58. Due to mobile operating networks we may experience issues with the coverage in certain local destinations. We apologise for any inconvenience this may cause.

FORCE MAJEURE

59. Except where otherwise expressly stated in these conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under this Agreement is prevented or affected by, or you suffer any injury, damage, loss or expense of any nature as a result of, a force majeure event.

60. A force majeure event is any event which we or the third-party supplier of the Service in question could not, even with all due care, foresee or avoid. Such events may include actual or threatened war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, disease, fire and all similar events outside our control.

GOVERNING LAW AND JURISDICTION

61. This Agreement and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with the law of England and Wales.

62. You irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with this agreement or its subject matter or formation.

Cuba Direct Privacy Policy

As tailor-made travel specialists, we design holidays around you. To do this, we occasionally need to ask for some personal information. We understand that protecting your privacy is essential, and we'll always be open with you about how we collect and store it. For more information, please read our privacy policy below.

Our Privacy Policy

1. Introduction

   1. This is the privacy and security policy of Live Holidays Ltd. Its purpose is to tell you how we process your "personal data" (i.e. data about any identified or identifiable living person). In particular:

      • What personal data we collect and how we do this;

      • How we use it;

      • How we protect it;

      • To whom we disclose it;

      • How you can access, rectify or delete it.

      This policy also tells you about some of the key rights which you have under data protection laws. Until 25 May 2018, the key data protection law is the UK Data Protection Act 1998. From 25 May 2018 onwards, you and your personal data will be protected by the EU General Data Protection Regulation (otherwise known as GDPR) and a new UK Data Protection Act.

      We are happy to be a GDPR-compliant company and believe these data protection laws help provide a better experience for our customers who trust us with their important data. We will only process your personal data as set out in our privacy policy or otherwise notified to or agreed by you as we are otherwise permitted to do in accordance with data protection laws. If you have any queries concerning this policy, please contact us by using the details on our website.

2. What personal data do we collect from you and how will we do this?

   1. In order to respond to an enquiry, process and fulfil your booking or send you promotional material, we need to collect personal data from you. You may provide personal data to us in various ways. We have provided examples below (2.2). This may be provided over the telephone, on-line through our website forms or chat service, or in emails to us. Additionally, in order to allow you to experience a more personalised service when you visit our website, we may find out about your interests. We may do so by asking you to provide this information, by reading your comments and/or by looking at the areas of our website you have visited as referred to below.

      Depending on what's required, the personal data we collect may include names and contact details (such as telephone numbers, postal and e-mail addresses) and credit / debit card or other payment information. It may also include information relating to any disability or medical condition which may affect travel arrangements and dietary restrictions which may disclose your religious beliefs. This sort of information is regarded as sensitive personal data. All references in this privacy notice to personal data include sensitive personal data unless otherwise stated.

      Please do not provide your personal data to us if you are not happy for us to process this information in accordance with this privacy policy.

   2. Examples of when and how we may collect your personal information include the following:

      • If you order a brochure or newsletter we will ask for your name, address and e-mail address. This is so we can effectively e-mail or post out the requested items.

      • If you submit a holiday enquiry form we will ask for your name, telephone number and e-mail address. This is so we can effectively respond to your request.

      • If you use our online instant messaging service, we may ask for your name, telephone number and e-mail address to continue correspondence with you.

      • If you want to make a booking with us, we will ask for the personal information of all persons travelling. This is likely to include the personal data set out above. This is required so that we can make and provide your holiday arrangements.

      • If you submit a CV to us, we will ask for your name and email address in order to effectively respond to your application

   3. In addition to asking you to submit personal data, we may collect information about you automatically when you visit our website. The collection of information may involve the use of cookies: a small text file that is placed on your computer's hard drive or mobile device by your web browser when you first visit our website. The cookie allows us to identify your computer and find out details about your last visit. Most internet browsers accept cookies automatically, but you can usually alter the settings of your browser to erase cookies or prevent automatic acceptance if you prefer. If you choose not to receive our cookies, we cannot guarantee that your experience with our website will be as quick or responsive as if you do receive cookies.

   4. The information collected by cookies is not personally identifiable, it includes general information about your computer settings, your connection to the internet e.g. operating system and platforms, IP address, your browsing patterns and timings of browsing on our website and your geographical location.

3. How do we use your personal data?

   1. We use your personal data to administer, or communicate with you about, your booking.

   2. Provided you have opted in on our website, we may provide information about other products or services that may be of interest to you.

   3. We may access, copy, preserve, disclose, remove, suspend or delete any personal data generated, stored, transmitted or used via or in connection with your booking if we are required to so by applicable laws, statutes, regulations, standards or codes of conduct, whether or not compulsory or by competent authority.

   4. We may use IP addresses for customer profiling purposes.

   5. We may use cookies to provide a more personalized and user-friendly visit to our website and to help us track user traffic patterns. A cookie cannot read your hard disk or other cookie files.

4. How do we protect personal data?

   1. We take appropriate precautions to protect Personal Data from loss, misuse, unauthorised access or disclosure, alteration or destruction: Industry-standard Secure Sockets Layer (SSL) technology (128 bit cipher strength) is used to encrypt sensitive information such as credit card details.

5. To whom do we disclose personal data?

   1. If you make a booking or booking enquiry, appropriate personal data will be passed on to the relevant suppliers (such as airlines, hotels, car hire companies etc.) who need this information so that your chosen arrangements can be booked and provided or your booking enquiry answered. Once your booking has been made, your personal data may also be provided to government / public authorities such as customs or immigration if required by them, or as required by law. Certain information may also be passed on to security or credit checking companies.

   2. We only provide third parties with the necessary personal data required so that they deliver their services. Other than in relation to government / public authorities (over whom we have no control), we will take appropriate steps which are intended to ensure that anyone to whom we pass your personal data for any reason agrees to keep it secure, only uses it for the purpose of providing their services and does not collect any personal data from you in the course of performing their services. If we cannot pass personal data to the relevant suppliers or any other third party as applicable, whether in the EEA or not, we will be unable to fulfil your booking. In making your booking, you consent to your personal data being passed on to the relevant suppliers and other third parties.

6. How can you access, rectify and delete personal data?

   1. Under GDPR, you can request a copy of all the personal data we hold about you, or delete/modify it. To request or amend the information, please get in touch with us using the details provided on our website. You can delete the information we hold about you using this form.

   2. Please note, if you request we delete your data the data will be permanently removed from our system. We will be unable to retrieve any information for any purpose, including processing complaints.

   3. For information about your rights under UK data protection laws, please visit the Information Commissioner's Office website.

Website Terms of Use

These Website Terms and Conditions will apply to: (A) Your Use Of Our Website; (B) Our Supply Of Products And Services; and (C) Our Contact With You.

This Cuba Direct (Live Holidays) website ("Website") is owned and operated by CUBA DIRECT ("CUBA DIRECT (LIVE HOLIDAYS LTD)", "we", "us", "our") a company registered in England and Wales with its Registered Office at CUBA DIRECT (LIVE HOLIDAYS) Foresters Hall, 25-27 Westow Street, Upper Norwood, London SE19 3RY (company number 04429799) and which trades under a number of brands. We are fully bonded by the Civil Aviation Authority under the Air Travel Organisers Licence (ATOL) with ATOL number 6346.

Please ensure that you review all of the following sections of our Website Terms and Conditions carefully before using our Website – your use of and access to any page or part of our Website indicates that you agree to comply with and be bound by all of these terms and conditions.

If you do not agree to our Website Terms and Conditions you will not be permitted to access or use our Website.

A: YOUR USE OF OUR WEBSITE

Authorised Use

You may only use this Website:

• For your own personal, non-commercial use only (which will at all times be reasonable and not abusive); or

• To obtain information on, check the suitability and availability of our products and services; or

• For purposes legitimately connected with purchasing our products and services; or

• To access or retrieve your travel information and/or booking data, manage your preferences or to get into contact with us about your bookings or travel arrangements; or

• Submit and share your views, reviews and comments on our products and services.

Non-Authorised Use

You agree that you shall not:

• Access, extract, use or copy any material or information on this Website for any commercial purpose or for any purposes which are unlawful. In particular, you are not allowed to copy (whether by printing off, storing on disk or in any other way), distribute (including distributing copies), alter or tamper with in any way or use any material contained in this Website except that you may print off any individual page for your own personal use; or

• Use this Website in a way that causes or may cause an infringement of the rights of any other party or which breaches any standards, regulations or codes published by any relevant authority; or

• Use this Website in any way that interferes with or affects the performance of the Website or our systems or which interferes in any way with other users use of the Website; or

• Gain, or attempt to gain, any unauthorised access to our Website, our other systems and/or to the personal data, information or booking data of other users and customers; or

• Make any unauthorised, false or fraudulent reservation on this Website.

Ownership And Use Of Material And Information On Our Website

This Website displays registered and unregistered intellectual property such as brands, designs, data, content, copyright material and trademarks, with rights in the United Kingdom and/or other countries and which belong to us or to companies within the CUBA DIRECT (LIVE HOLIDAYS) which have been licensed to us. Other product and company names mentioned and third party content displayed on this Website are proprietary to their respective owners. You are not licensed to use any of the marks on our Website unless written permission is granted, and you may not meta tag any of these marks.

Unless otherwise stated, we own (or are licensed to use) the intellectual property rights in the content and information in this Website, including (without limitation) all text, sound, photographs, images, logos, videos, maps, podcasts, blogs, customer reviews, graphics, design, underlying source code and software. Subject to the "Authorised Use" section above, material and information, either whole or in part, from this Website may not be reproduced, copied, republished, downloaded, posted, broadcast or transmitted in any form or medium without our and/or the appropriate owner's prior written permission.

Links

If you wish to include a link to our Website, unless you have our written permission, you may only do so to our homepage. This Website contains links to other websites that may either be websites operated by companies or brands which are members of the CUBA DIRECT (LIVE HOLIDAYS) or external websites operated by our selected suppliers or partners or other third party websites. Occasionally as you browse, book travel arrangements or use the functionality on this Website we may provide you with links or connect you to websites which may be our branded or third party branded sites. These links or connections are made available so you can search for and purchase additional services, find out further information on our services and your personal travel arrangements quickly and easily and find out about the products and services of our other group companies and brands. Please note that we are not responsible for nor do we endorse the content of these websites and your access and use of these websites will be subject to the terms and conditions of those websites.

Website Facilities

We have made available various services, tools and functionality on this Website for your use. The information set out by us on these pages tells you how you can use these services, tools and functionality to find out about and book our products (as well as those provided by our selected partners), view content provided by us, interact with us and submit and share views with other customers. Your use of this Website in these ways is subject to these Website Terms and Conditions that incorporate:

Our Cuba Direct (Live Holidays) Terms and Conditions which set out the terms of use for the feature that allows you to manage your booking on this Website.

B: OUR SUPPLY OF PRODUCTS AND SERVICES

Normally when you purchase our products and/or services and book travel arrangements on this Website your agreement is with CUBA DIRECT (LIVE HOLIDAYS) and if not we will make it clear to you that CUBA DIRECT (LIVE HOLIDAYS) is acting as an agent for another travel provider. See our Booking Conditions for the terms and conditions relevant to the purchase of travel products and holidays from us.

In addition, when you book any products or services from us, you will do so subject to these Website Terms and Conditions, our Booking Conditions and such further terms and conditions as may be applied by the hotel or cruise ship where you will be staying (together, the "Conditions of Contract"). These Conditions of Contract constitute the entire agreement and understanding between you and CUBA DIRECT (LIVE HOLIDAYS) in relation to their subject matter. By proceeding with a booking, you acknowledge that you have read and understood all of the Conditions of Contract and agree to be bound by them. However, if you do not or cannot accept our Conditions of Contract in full, you must stop using our Website immediately. These Conditions of Contract may vary from time to time. By browsing this Website you accept that you are bound by the Conditions of Contract current at the time when you browse or book.

Please note that CUBA DIRECT (LIVE HOLIDAYS) may provide accommodation, transport from a wide range of third party accommodation providers and carriers including airlines, ships and railways. The provision of these arrangements will be subject to the terms and conditions of each provider or carrier as part of your Conditions of Contract with us (either as agent for the provider or carrier or as part of our holiday package as you will see in section 1 of the Booking Conditions). Other holiday and travel related services such as travel insurance, foreign exchange and travel money cards are supplied by our selected service providers and are available for you to purchase through our own branded websites or directly via the supplier website – the supply of these products and services to you shall be subject to the terms and conditions of each service provider and not us. You can find information on most of these suppliers and their services on our Extras page. We cannot list all of the supplier's and their terms and conditions here but you will be able to find the terms and conditions or conditions of carriage for these suppliers on their own web sites - you will need to have read them carefully before you book and/or travel. If you are unable to find these then please Contact Us.

C: OUR CONTACT WITH YOU

Information About You, Data Protection, Privacy Policy and Cookies

We will store and use the information you supply us or which is supplied to us in your use of this Website ("your information") for the purposes set out in our Privacy Policy. You will be/would have been asked to agree to our use of your information at the appropriate time. If you do not agree, we cannot interact with you or accept your booking. Information about cookies and their use by us on this Website can be found in our Statement on Cookies.

D. GENERAL

Statutory Rights

These terms and conditions do not affect your statutory rights.

Updates and Changes

We may remove or make changes to the products, information, content, materials, tools and features on this Website at any time without liability and without notice to you. We also reserve the right to immediately terminate or suspend your use of or access to this Website at any time and without notice if we consider that you have breached any of our Terms and Conditions. We may also change or modify all of any parts of our Terms and Conditions at any time and such changes or modifications shall be effective immediately upon their publication. You should review these regularly to ensure you are familiar with the most up to date version. Browsing and continuing to access or use our Website constitutes your acceptance of the updated terms and conditions and you agree to by bound by the updated terms and conditions.

Disclaimer

To the maximum extent permitted by law, we disclaim all warranties, whether express or implied by statute, custom or usage relating to the information contained in this Website and we shall not be liable for any losses or damages whatsoever, whether in contract, tort (including negligence), or otherwise arising from this website, or from any interruption or delay in accessing this Website.

Governing Law

This Website has been designed for use within the United Kingdom. By accessing this Website you are agreeing that the Courts of England will deal with any disputes which may arise between you and us, and that English law shall be the applicable law.

Updated on May the 10th, 2021 @ 12:00 hrs

New rules regarding travel to Cuba amid the second wave of worldwide coronavirus spread have just been published by Cuban health and tourism authorities. The new rules will give added peace of mind to travellers planning a Cuba holiday this winter season as well as ensure maximum safety for both holidaymakers and locals. Read on for the full details.

Arriving in UK on or after 15-Feb-2021:

Before you return to the UK you must provide your journey and contact details. You must self-isolate when you enter the UK from any foreign country except Ireland unless you have a valid exemption. When you enter England from abroad (except Ireland), you must follow the new requirements for quarantining and taking additional COVID-19 tests. Different rules apply for arrivals into England, Scotland, Wales and Northern Ireland.

In light of the travel requirements published by UK government authorities on 15th January 2021 and coming into force on Monday 18th January at 4:00 GMT, we have updated our travel advice as well as published additional information on how Cuba has swiftly responded to the evolving situation in order to continue making things smoother and easier for travellers, ensuring the most enjoyable Cuba holiday experience possible.

The prospect of a Cuba holiday in winter 2020/2021 need not look as dire as it seems. The Cuban health and tourism authorities have just updated health and safety rules regarding the arrival of foreign visitors on holiday and published a list of measures with step-by-step guidance in the event of COVID-19 contagion. To shed light on frequent traveller questions such as:

• Can I travel to Cuba without bringing a PCR test?

• Will I be put in quarantine upon arrival?

• Can I stay in a casa particular?

We answer these and many more questions below, and please read on.

New travel rules for safe Cuba holidays during the COVID-19 pandemic

Before Arrival

Starting in January the 10th, 2021, all travellers will be required to take a PCR test 72 hours before arriving in Cuba and presenting authorities with a negative test result upon arrival. Said results must be certified by an accredited laboratory or testing centre in your country of origin.

We have compiled a handy list with a number of places where travellers can get their PCR test done and obtain a Fit to Fly Certificate.

Upon arrival in Cuba

1. PCR tests

   Upon arrival in Cuba, you will need to take a PCR test as soon as you land in the country. Airlines and other means of transport like cruises should include this cost into tickets. This is a government tax increase as per point 23 of our Booking Conditions. Doing a PCR test upon arrival in Cuba is mandatory and is done to ensure safe Cuba holidays for all.

2. Signed sanitary declaration

   All travellers to Cuba are also required to submit a sanitary declaration, a form they must fill out on the plane and which airlines will facilitate to all passengers on board, just before landing in Cuba.

3. Travel health insurance

   Having adequate travel health insurance has been mandatory for travellers to Cuba since long before the COVID-19 pandemic. This rule continues in place with the extra requirement that the travel health insurance you bring must offer COVID-19 related coverage. Alternatively, you will be offered to buy health insurance in Cuba upon arrival, also at the airport, for $30 USD or the equivalent in a foreign currency, e.g. GBP.

4. Quarantine rules

   Quarantine is not established at this point nor required for any traveller, more on what happens after obtaining PCR test results below. We do recommend limiting contact with others until the result of the test is ready. 

Staying in Cuba hotels or casas particulares

5. Guests won't experience any kind of restrictions during their stay in Cuba hotels or "casas particulares", except when using any means of local transport, where wearing face masks is mandatory.

6. Beyond the glorious Cuban beaches, holidaymakers in Cuba will be able to book excursions in open nature, enjoy a variety of water sports, and visit UNESCO World Heritage Sites all around the country, as well as benefit from a variety of health and wellness programmes to minimise and prevent contagion as well as strengthen the immune system, your physical, mental and spiritual wellbeing, and this goes especially for travellers or guests who have contracted coronavirus in recent months and are recovering from the sequels.

7. All travellers and hotel or casas particulares guests are expected to take responsibility for their own safety and that of others for a smooth Cuba holiday experience. Following hygiene rules, frequent hand washing or sanitising, social distancing and wearing face masks when using transport and in closed spaces is recommended.

8. All Cuba hotels now have a specialised in-house medical team made up of a General Practitioner, an epidemiologist and nurses to guarantee early detection upon any suspicion of COVID-19 infection.

In the event of a positive PCR test result

9. The results of the PCR test taken upon arrival to Cuba will be ready within the first 24 hours of your Cuba holidays, which means that holidaymakers will be immediately notified through the appropriate health and tourism authorities.

10. Travellers with symptoms: travellers that have tested positive and who begin experiencing symptoms during their Cuba holiday will be taken to a medical facility unit, a nearby hospital with a highly skilled and specialised medical team as well as the necessary medical equipment to guarantee a speedy recovery.

11. Asymptomatic travellers: after conducting a thorough medical evaluation by the medical team, asymptomatic holidaymakers will be isolated within specialised hotel facilities converted into hospitals.

12. Anyone who has come into contact with the traveller or travellers that have tested positive will be immediately put in isolation within the hotel under special protection and surveillance, they cannot come into contact with the rest of the hotel guests until the results of a second PCR test are obtained, on the 5th day.

13. The costs of all medical expenses will be covered by the traveller's health insurance, whether obtained in Cuba or their country of origin.

A few added notes

As a result of the above-illustrated rules, all those embarking on Cuba holidays this winter 2020/21 season will need to stay in their hotel or casa particular until they obtain the results of the PCR tests carried out upon arrival, a maximum of 24-hours waiting time. Travellers will NOT need to do quarantine unless their test comes back positive or if they have been in close contact with a confirmed case. Otherwise, no isolation will be required at all.

Twin-centre and multi-centre Cuba holidays

Also, while holidaymakers will be able to book tours and excursions as normal, some parts of Cuba remain closed off to tourism which means that foreign visitors will not be able to pass through them under any circumstances and until further notice.

Safe Cuba holidays for all

Cuban authorities now require travellers to bring mandatory negative PCR test results to be shown before arrival.

We also want to emphasise on the fact that all tourist infrastructure in Cuba, including airports, cruise terminals and marinas have rigorous hygiene protocols in place to guarantee the safety of foreign visitors. These protocols have been certified and endorsed by local tourism and local authorities and were designed following recommendations from worldwide health organisations including WHO.

Please note:

In addition to the new COVID-19 related measures and rules listed here, we strongly recommend all those planning Cuba holidays to check official UK government travel guidelines and recommendations as published by the FCDO and UK health authorities.

Cuba Direct will continue monitoring the situation closely and publishing updated information as soon as it’s announced by Cuban and UK authorities. Check back here soon for more updates!

UK ENTRY REQUIREMENTS

International travel is expected to resume as of 17th May, the Transport Secretary announced on 7th May 2021. Cuba, like most of the rest of the world, has now been placed on the UK Government "Amber" travel list meaning that travel is now permitted. Flights to Cuba are therefore re-starting later in May and the airlines have not, to date, announce any schedule changes that impact any holidays booked with us. You will however have to follow the quarantine regime upon your return as per Government guidelines: Global Travel Taskforce sets out framework to safely reopen international travel - GOV.UK (www.gov.uk).

We understand from the  Foreign Commonwealth and Development Office (FCDO) that there will be a review of all countries and their categories every three weeks and it is therefore possible that Cuba may move to "Green" three, six, nine or twelve weeks from now. However, it is impossible to predict the future and it may be that Cuba remains "amber" into the summer or even later.

Although travel to Cuba is now permitted, we would nevertheless like to offer you the opportunity to move your holiday dates free of charge to some point later this year or in 2022. Our opinion, though it is of course guesswork to some degree, is that Cuba won't be back to 'normal' until after the summer as the current time there are still social distancing rules in place and compulsory PCR test for all passengers on arrival. The Cuban Government has said that they hope to have all adults vaccinated by the end of September and our view is that it would be be preferable to travel after that time if you are able to - not only will Cuba more likely be on the "Green" list by then (meaning no quarantine on return), but the holiday will likely be more enjoyable with reduced restrictions in place.

Should you wish to move your holiday to later dates please contact us. As stated above there will be no cost for date changes, although airlines may charge the fare difference if the airfares on your new dates are more than on your current dates.

If your planned travel date is before October 2021, we would recommend that you consider postponing it. However, you are under no obligation to do so as the traffic light system does not determine where people can or cannot travel to, rather it determines what measures people must abide by when they return to the UK from other countries.

You will find more details about the traffic light system in the description below.

DESTINATION ON THE GREEN LIST

• You won't need to quarantine on your return, unless you have a positive test result.
• You will need to take an antigen (rapid flow) test before you begin your journey home, plus a PCR test within the first two days of your return - these test will need to be booked before you travel.
• If your destination is on the green list there is no need to change your travel arrangements and you will be able to travel as planned.

DESTINATION ON THE AMBER LIST

• You will need to quarantine at home for 10 days on your return, with the option to shorten this by using the Test to Release scheme.
• You will need to take an antigen (rapid flow) test before within the three days before you begin your journey home, plus two PCR test on your return, on days 2 and 8.
• You can opt in to Test to Release scheme and take another test on the fifth day after your return home. If this test comes back negative, you will be able to end your quarantine.
• If you are not able to quarantine on your return home, you will be able to change your booking to another date (no changing fee will apply), but your booking won't be cancelled.

DESTINATION ON RED LIST

• As part of our Holiday Promise, we won't take you to the country on the red list, which require you to quarantine for 10 days in a hotel on your return.
• If you have a holiday booked and the destination is on the red list, we will be in touch as your departure date approaches, to discuss your options. They will include changing your booking to another date or requesting a full refund.

IMPORTANT INFORMATION

• You will need to book the test you need to take once you arrive home, before your holiday begins. There is guidance on the Foreign Commonwealth and Development Office (FCDO) website.
• Tests are required even if you have been vaccinated.
• It's your responsibility to make sure you meet any entry requirements for returning home.
• If you don't have evidence of a negative result, you might not be able to board your flight home and/or could be fined on arrival.
• If your pre-departure test result is positive, you must not travel, and you should follow local guidance.
• 48 hours before you are due to return, you must complete a Passenger Locator Form, which is a requirement for traveling back to the UK. You will need to show evidence of this when you check in at the airport for your return home.

Plan your trip with confidence

The uncertainties posed by the COVID-19 pandemic mean that using a travel company you can trust has never been more important. As a specialist business with a successful track record selling holidays from the UK to Cuba for over 18 years, we are committed to providing highly personalised service, offering the greatest flexibility and peace of mind possible, safe in the knowledge that your money is 100% protected.

If you book a package holiday with us (in most cases an accommodation plus flights and/or transfers) you are protected by the 2018 Package Travel Regulations. For that reason, rest assured that your planned holiday, whether it is a package already booked with us or if you plan to book a package in the future, will either go ahead safely as planned, or you will receive the choice of alternative holiday options (where possible), a credit towards a future holiday or a full refund should there be a nationwide ban on travel or your holiday destination be on the Foreign Commonwealth and Development Office (FCDO) list of advice against travel. Whilst customers who have booked accommodation only with us are not covered by the Package Travel Regulations, and thus not entitled to a full refund, we will look at the options available to you should you be unable to travel due to government advice.

Due to ever-changing news and updates, we have created a dedicated page on our website detailing COVID-19 Advice for Cuba where you can find further details alongside a very useful section of frequently asked questions.

From the outset, we did the right thing for you, our customers, by introducing a policy that gives you the confidence to book an unforgettable holiday with the assurance you can change your plans if necessary. Your options will be to move the dates of your holiday to the same hotels or private houses (casas particulares) either in 2021 or 2022 (subject to availability) or a credit voucher for travel to that accommodation if you are unable to decide on dates at that time. Please note that should you move to dates that are at a more expensive time of year, you will be asked to cover the price difference at the final balance stage.

Our expert Sales Consultants are here to create incredible itineraries around the country but are also available to make any modifications that might be required - such as changing your departure date or your resort and hotels - if your original holiday cannot go ahead.

Our ATOL protection bonding ensures your money is 100% safe no matter what the future holds, and you will never lose your money if travel to your destination is restricted when you are due to depart. This also means you will never be left stranded abroad.

Our committed team will be on hand to guide you every step of the way, from the moment you book until the day you arrive home from your holiday - and beyond. From advice on the latest travel protocols to specialist local knowledge in your destination, we have got it covered.

Our flexible booking policy guarantee means you can change your holiday to another 2021 date (or 2022 if pricing is available) right up until your balance is due. We will not charge an amendment fee (you will save up to £150 per person, please check our Booking Conditions) and will only pass on any increase (or decrease) in your holiday cost that results from your changes¹. You will be also able to amend your travel date up to 7 days before departure if diagnosed with COVID-19².

If a travel restriction affects your holiday, our team of experts will contact you personally to discuss your options. We will always do our best to help you switch dates and ensure you enjoy the holiday you deserve or, alternatively, we can often provide a credit note for future use. In the case of our package holidays, a refund will also be available.

Notes:

¹ For imminent departures, you are entitled to change or cancel your holiday under the following circumstances:

• The UK FCDO advise against all non-essential travel to your destination.

• Borders to your destination are closed.

• You are required to enter a quarantined hotel on your return to the UK.

• Your flights have been cancelled by the airline.

• This policy only applies to holidays operated by Cuba Direct as principal, and not to any third-party product that is sold through us.

² You must notify us of your need to cancel for a COVID-19 reason as early as possible and at least 7 days before your scheduled departure and must provide us with appropriate written official evidence of the COVID-19 reason. We have the right to refuse to allow you to cancel and receive a cash refund where we are not reasonably satisfied that you are cancelling for a COVID-19 reason. In such circumstances, normal cancellation terms will apply. For the purposes of these terms a "COVID-19 reason" is either a confirmed diagnosis of COVID-19 within 21 days prior to departure or an order, via the NHS’s track & trace team, to self-isolate due to contact with a person who has, or may have, COVID-19.

Feefo reviews for Cuba Direct

We listen to our clients, we truly do. This is one of the main reasons we have received some many wonderful reviews from clients. Have a look and read what our clients think of us after travelling to Cuba.

Total financial protection for your Cuba holidays

Feel safe and secure that booking your Cuba holiday with us is fully compliant with all UK travel industry standards. With Cuba Direct you are fully protected!

Cuba Direct accreditations

Air Travel Organisers' Licensing scheme (ATOL)

All the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to www.atol.org.uk/ATOLCertificate.

TOPP Protected

Packages that exclude flights are protected too. Land-only packages are financially protected under our Total Payment Protection Insurance Policy (topp). Are you outside the UK? Not a problem: our policy cover all customers worldwide. In the unlikely event of financial failure please contact the claims helpline on 0870 0137 965. A copy of the policy is available to download here

In compliance with The Package Travel and Linked Travel Arrangements Regulations 2018, an insurance policy has been arranged with Travel & General Insurance Services Limited (t&g), to protect customers' prepayments in the unlikely event of our financial failure, and paid in respect of:

• Non-flight inclusive packages commencing and returning to the UK.

• The ground handling aspects of packages where the customer is responsible for arranging travel to the destination offered on this website.

• Non-ATOL flight inclusive packages sold to customers outside of the European Economic Area (EEA).

For:

• A refund of such prepayments if customers have not yet travelled, or

• Making arrangements to enable the holiday to continue if customers have already travelled.

• Repatriation of customers as may be applicable, subject to the terms of the insurance policy.

Customers' prepayments are protected by a topp policy

In the unlikely event of financial failure please contact the claims helpline on 01702 811397. A copy of the policy is available on request.

This policy is provided by Travel & General Insurance Services Limited (t&g), registered number 02527363 and underwritten by Hiscox Insurance Company Limited (Hiscox), registered number 00070234. t&g and Hiscox are authorised and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (number 113849).

International Air Transport Association (IATA)

We are registered with the International Air Transport Association (IATA) who work with the "air transport industry to promote safe, reliable, secure and economic air travel". As their member, we are required to maintain high standards of service and dependability for our holidaymakers.

Useful Information for Travellers to Cuba

Cuba Direct's team of Cuba holiday experts have put together this handy guide based on questions our travellers ask us the most. If you don't find an answer to your question below, please don't hesitate to get in touch with our friendly team or using our contact us page.

Flying to Cuba

Luggage

The hold luggage allowance is 23kgs on Virgin, Air Europa, KLM and Air France. For hand luggage, it is 10kgs on Virgin and Air Europa and 12kgs on KLM and Air France.

Checking in

You can check-in online on your airline's website 24 hours before you fly (or, in the case of Air Europa, 48 hours). You will need to enter your full name and airline reference number, which will be on your invoice. If you are flying with Virgin Atlantic, please ask your travel consultant for the check-in code.

Money in Cuba

Currency

The Cuban government has reformed the currency in Cuba. From 1 January 2021 the Cuban Convertible Peso (CUC) - that was the currency used by visitors - is removed from circulation. Thereafter, the Cuban National Peso (CUP, known as "moneda nacional") will be the only legal cash currency in Cuba. 

Cash

It is recommended to have Pound sterling, Euros or Canadian dollars for cash payments there. Do not take US dollars with you, as from June 21st, Cuban banks will stop accepting cash bank deposits in US dollars. This will make it difficult to exchange US dollars or use them in cash transactions.

Change a small amount of money at an airport currency kiosk when you arrive (just enough for first evening and morning). Then, to get a better exchange rate, change your money at Cadeca exchange houses, large hotels or banks or use and ATM machine (but do not rely on ATMs as they do not always work). The bank notes you bring must be in good condition with no tears, rips, or markings. Scottish bank notes cannot be exchanged. 

You should not take CUP out of the country and there may be limited international currencies available at the airport at the time of leaving the country so you may not be able to change all the Cuban currency that you have. That is why we recommend that you change only small amounts of cash making sure to spend all of them before the end of your trip and thus avoid the re-change at the airport.

Although all transactions in cash are in theory in CUP, we do expect more small business to accept foreign currency. 

Credit and Debit Cards

Due to the new monetary regulations of the country, many payments for services in Cuba will be possible only with use of cards and payments in cash may not be allowed.  Check with your bank before you travel to confirm that your debit/credits cards will work in Cuba. You will not be able to use cards associated with American banks (such as American Express). Credit cards transactions, including withdrawals from ATM, are subject to local commission charges of approximately 3% in addition to your bank transaction charges. Many international hotel shops now only accepts payment by card, and not in CUP.

Transfers & travelling times

Private transfers

If you have booked private accommodation, then the car will collect you and drop you off at your casa or hotel.

Collective transfers

Coaches are not permitted to stop at private casas particulares. If you are staying at a "casa" and have booked a shared transfer, the coach will drop you off at a central location (for instance in Viñales it will be Plaza Viñales), where your casa owner will be waiting for you. They make pick-ups from central locations and various big hotels.

In Havana, the central area of the old town is pedestrianised, which means coaches cannot access all the hotels. If you are staying in an Old Havana hotel, then the coach will pick you up or drop you off at the nearest accessible hotel to the one you booked (rarely more than a 5-minute walk).

Travelling times

These are approximate timings and will depend on whether you are travelling by car or by coach. Please note that travel times are a lot longer for those travelling by coach, as the coach will stop at several pick-up locations in the departure destination. The general travelling time guidelines for private transfers are:

When you book your holidays to Cuba with us, our travel designers take care of all the transfers required for your itinerary and help you decide based on their extensive local knowledge the best or most convenient type of transfer, the most adequate transfer times to help you make the most of your time, and will take into account all sorts of factors, from travelling times to weather conditions, to help you build a rock-solid itinerary.

Travel insurance

Insurance is required for travel to Cuba and you may be asked to show evidence of your cover at the airport. Please make sure you have the correct cover before you travel and bring a printed proof.

We do not offer insurance. However, should you need insurance for your trip, Travel & General Insurance Services offers good policies, valid in Cuba, at competitive rates. Click here to receive a quote.

About Travel & General Insurance Services Limited

Travel insurance is a vital aspect to booking a holiday, giving you protection against unforeseen circumstances that could spoil your trip.

It’s not just while you are away on your holiday that you need travel insurance cover. Cancellation cover starts from the moment you buy your insurance and protects the cost of your holiday, in the event that you have to cancel for a range of reasons e.g. illness or injury.

It is important that you purchase travel insurance that meets your demands and needs and covers your participation in whatever activities you may undertake on your trip. To provide you with an option to consider, we have arranged a competitive travel insurance scheme with Travel & General.

The scheme offers a choice of cover levels and excess so that you can choose a policy that suits your demands and needs. A wide choice of activities is available and there are also options to add gadget cover, travel disruption or an excess waiver.

Travel & General is a specialist provider of travel insurance policies. We believe that the service provided is as important as the policy itself, which is why our dedicated team will be happy to answer any queries you may have before and after your policy purchase.

Please click here or call Travel & General on 0330 880 3625 to discuss a quote.

Travel & General Insurance Services Limited is authorised and regulated by the Financial Conduct Authority, Registration number 304788. Registered office: 117 Houndsditch, London, EC3A 7BT. Company number 02527363.

Travel vouchers

When you have paid the balance of your holiday, you will receive a final e-confirmation. Attached to this email is all the information you need plus, very importantly, the VOUCHERS for each service you will be using. These are important because you will be asked to hand them in whenever you use one of the services, so please don’t forget to print them off and take them with you!

Vaccinations

Please seek advice from your GP about vaccinations for travelling to Cuba.

Tourist Cards and Visas to Cuba

Visas are included in the price of all our holidays and will be sent to you 2 weeks before you travel. They are sent from our Visa Department by Royal Mail Special Delivery and, when they have been dispatched, you will receive an automated email with the Royal Mail tracking number.

The visas are very simple to complete but please don’t make any errors as this will make them invalid and you will have to buy another one. You’ll see that the visas are perforated down the centre and, when you arrive in Havana, the authorities will tear this and take half of the visa. Keep the other half safe as you will need to hand this in when you leave Cuba.

In the unlikely event that you decide not to travel with us, please remember that you will still need Cuban visas for each traveller, including kids. To avoid the trip into central London and lengthy queues at the Cuban consulate, we recommend their official partners Visa Cuba (www.visacuba.com). Visa Cuba offers an online application service and delivers Cuba Tourist Cards anywhere in the UK, and abroad to all countries allowed by the Cuban Consulate.

General Travel Questions

Mosquitoes

As a tropical island, mosquitoes are prevalent across Cuba. Although Cuba has not been greatly affected by the Zika virus, please still take precaution by applying repellent that will protect you against Aedes mosquitoes (the type that carries Zika) in the early evening. Whilst we do advise that you take precautions against mosquitoes, please do not feel alarmed. The Cuban government is very proactive when it comes to fumigating across the island and removing potential breeding spots.

Tipping

Salaries tend to be low in Cuba so tips are very much appreciated. We suggest leaving 1-2 USD per night for the cleaner in your hotel as well as giving taxi drivers 1 USD after a short trip and tipping bar staff 1-2 USD on a night out.

Phones & Internet

Most phones should work in Cuba, but we recommend contacting your provider before travelling just to make sure it does. Making calls and downloading data on your phone will be quite expensive. Text messages are a more economical way of keeping in touch.

Wi-Fi is available at most hotels and in many open-air plazas and city parks. In order to connect to Wi-Fi, you will need to purchase a Wi-Fi card from ETECSA (Cuba's telecommunications company). These are available at hotels and ETECSA establishments. Wi-Fi cards cost 1.50 USD for 1 hour, though pricing is subject to change. Most hotels will also offer internet cafes where you can connect directly from the available computers.

Please be aware that the internet connection in Cuba can be quite slow. You may not always be able to connect to the internet where there is a Wi-Fi hotspot (especially when there are a lot of other people at the hotspot).

Electric Sockets and Plugs

Cuba uses US-style plugs. It is a good idea to bring a UK to US plug adaptor.

Driving in Cuba

We advise all or self-drive clients to avoid driving at night. Roads tend to be poorly lit and you may come across other drivers with their headlights on the full-beam or an unlit horse and cart on the main road! Otherwise driving in Cuba is safe.

Safety while on holiday

Cuba is one of the safest countries in the Caribbean. Obviously, you should be careful, as you would travelling anywhere, but generally, it is an incredibly safe place to travel in.

Weather

Cuba is HOT! Wear light, breathable fabrics and plenty of sun cream. It's easy to burn quickly without realising. It's important to stay hydrated, particularly during a long day of sightseeing.