Arnd
Did not get a SIM at airport
I paid 34.99$ for a sim card to be picked up at the Varadero airport upon arrival. They even asked for the arrival date to have the card ready then. When I came to the airport the Cubacel stand was there deserted with nobody in attendance and no information where to go next. I had to leave the airport without the SIM card. The next day I tried an ETECSA office in Havana to retrieve the SIM card. They had a computer problem and couldn't do it so I spent my whole trip without the SIM card. I did not get to write their customer support until after my trip but was happily surprised by their prompt response and refund.
Response from SuenaCubaApr 4, 2024
Dear Customer, We're truly sorry to hear about your experience with not being able to collect the SIM card at Varadero airport and the subsequent issues at the ETECSA office in Havana. We understand how frustrating this must have been, especially when relying on this service for your trip. First and foremost, we want to assure you of a full refund of the $34.99 you paid. Additionally, we aim to address and escalate your case to ensure such an inconvenience is not repeated. While we provide the SIM card service, the in-person distribution and support in Cuba are managed by the mobile company ETECSA, over which we unfortunately have no control. Please contact us directly with your details at your earliest convenience, so we can process your refund and further assist you. We deeply regret any inconvenience this has caused and appreciate the opportunity to make things right. Sincerely, Luis Customer Support