Airlines

Flight changes and cancellations: If you wish to change or cancel your flight reservation, we will contact the airline on your behalf. Airline policies vary, and we cannot guarantee that your airline will fulfill your request. Please know we are doing our best to support you in this challenging situation.

Refund Process Overview

Here’s a simplified explanation of how the refund process works:

What should I check before contacting us?

• We handle all cases in the order they are received and will notify you as soon as we have an update.
• Handling times for some airlines are currently estimated at 6–8 weeks for non-urgent flights.
• Refund payments may take 2–8 weeks, or longer in extraordinary cases.

Before contacting us, please read:

• Check your flight status directly on the airline’s website.
• Verify online whether the airline offers refunds or changes. Some airlines now offer vouchers or rebooking instead of cash refunds.
• Expect longer-than-usual waiting times.
• If you already have an active customer-service request, please avoid calling or emailing again—it will only delay the process.
• You may also contact the airline directly. They are obligated to assist you if they canceled your flight, even if you booked through a travel agent.

Booking Cancellations

If you haven’t received a cancellation email from us 72 hours before departure and you no longer wish to travel, please contact the airline directly to cancel your ticket.

Contact Us

Local (toll-free): 1-305.230-4770

Charter Flight Terms and Conditions

Operator–Participant Agreement: This agreement outlines the terms under which a charter flight is provided in exchange for payment of the total charter price.

Responsibility

• The charter provider is responsible for arranging the flight.
• They are not liable for personal injury or property damage caused by the air carrier or third-party service providers, unless due to negligence.

Reservations and Payment

• Reservations are confirmed within 7 days of receiving the completed reservation form.
• If the flight is fully booked, alternate travel dates may be offered.
• Tickets are issued only after full payment is received.
• Payments must be made to the designated depository account or via an authorized travel agency.

Charter Price

• Includes applicable taxes.

Aircraft

• The provider reserves the right to substitute the aircraft or air carrier if necessary.
• The air carrier’s own Contract of Carriage governs transportation terms.

Baggage

Please contact customer service for the latest baggage policy updates.

Security Agreement

Payments are protected by financial security agreements. Claims must be filed within 60 days of the charter’s completion to remain valid.

No Show Policy

Failure to appear for the flight results in forfeiture of the ticket.

Cancellation and Refunds

• Cancellation 8–30 days before departure: $250 fee applies.
• Cancellation 7 days or less before departure: No refund.
• No refunds for peak-season flights (e.g., December).
• Refunds are processed within 14 days of receiving written cancellation notice.
• Charter may not be canceled less than 10 days before departure unless operation becomes physically impossible.

Major Changes

You may cancel and receive a full refund if:

• Departure or return date changes significantly (e.g., delay over 48 hours).
• Origin or destination city changes.
• Price increases more than 10% at least 10 days before departure.

Refunds for major changes are issued within 14 days of cancellation.

Insurance

Trip cancellation, health, and accident insurance may be available. Please consult your travel advisor.

International Flights

Charter flights are subject to foreign government landing rights. If denied, the flight will be canceled and a full refund issued.

By booking, you acknowledge and agree to the terms and conditions of this charter agreement.

Car Rental Cuba

Eligibility and Requirements
Car rental is available to travelers of all nationalities and Cubans living abroad. Cuban citizens residing in Cuba are not eligible to rent through our services. Renters must be at least 21 years old and have held a valid driver’s license for more than one year.

Non-Grata Status
Customers can check with Cuban rental agencies if they have been declared “non grata,” as this information is confidential. If a reservation is rejected due to this status, no refund will be provided.

Rental Process
The contract holder and any additional drivers must be present at vehicle pickup. The main driver must be present, or the rental may be denied. Only one main or additional driver can be reserved at a time. Required documents include proof of travel agency or tour operator, original passport, and valid driver’s license. Name changes are not allowed. Customers must pay all outstanding rental charges and agree to return the vehicle and accessories in the received condition, on the specified date and time. Missing accessories or parts not reported at pickup are the customer’s responsibility. If the vehicle is seized due to a crime or violation, no refund will be issued and the customer must cover all related losses.

Vehicle Inspection and Refund Rights
Customers may inspect the vehicle at delivery. If it is unsafe or unfit for use:
– Notify the rental agency immediately
– Sign a statement refusing the vehicle due to its condition
– Do not drive the vehicle
In this case, a full refund will be issued. Once the vehicle is used, the customer accepts its condition and forfeits any refund.

Secure Payment
Payments are processed via a secure online link using 3D Secure (3DS) authentication. This includes a verification step such as a one-time password or biometric confirmation. Reservations are confirmed only after successful authentication.

Additional Fees and Cancellations
Fees may apply for additional drivers, empty returns, or other services per the rental company’s fee list. Once paid, service cancellations are not allowed and no refunds are issued.

Cancellation Penalties
– 60+ days before: 25% penalty
– 30+ days before: 50% penalty
– Less than 25 days or no-show: 100% penalty (no refund)

Accidents, Theft, and Returns
In case of accident or theft, contact the police (106) and report the incident to the agency. Vehicles must be returned on time or within two hours. Late returns incur penalties. Unnotified late returns result in a USD 100.00 per day extension fee, plus rental charges. A return more than 5 hours and 1 minute late counts as an extra day. If pickup and drop-off locations differ, an additional fee applies.

Legal Requirements and Travel Restrictions
All Travel USA operates under OFAC regulations. Travelers to Cuba or restricted destinations must comply with all laws and provide required documentation. The agency is not responsible for policy changes, denied entry, or non-compliance.

Chargeback Policy
By signing the agreement, customers waive the right to initiate chargebacks for payments made to All Travel USA. All disputes must be addressed directly with the agency. Violations may result in legal action and cost recovery.

Insurance and Coverage
Rentals include full coverage insurance:
– Collision Damage Waiver (bodily damage and vandalism)
– Third-party damage coverage
Insurance does not cover:
– Driving under the influence or by unregistered drivers
– Damage to windows, wheels, or interior
The insurance fee is non-refundable and coverage begins at vehicle pickup.

Customer Responsibility and Travel Insurance
The travel agency acts only as an intermediary and is not responsible for missed flights, delays, or invalid documents. Customers must ensure all documents are valid before departure. Travel insurance covering cancellations, medical emergencies, and lost luggage is strongly recommended.

Flight Delays and Vehicle Hold
In case of flight delay, customers must contact the agency to request a vehicle hold for up to 24 hours, subject to availability and approval. Delays do not extend the rental period or entitle refunds for lost time.

Agency Accreditation and Compliance
All Travel USA Corp and affiliates are certified by ARC and IATA, ensuring professionalism, secure ticketing, and regulatory compliance.

Licensing and Operations
The agency holds all required licenses for air bookings, hotel reservations, and car rentals in Cuba and internationally. All transactions are conducted with transparency and integrity.

Compliance with U.S. Travel Regulations (OFAC)
U.S. citizens traveling to Cuba must comply with OFAC regulations, limiting travel to authorized categories (e.g., family visits, education, professional activities). Supporting documentation must be retained for five years. Direct transactions with entities on the Cuba Restricted List are prohibited. By accepting these terms, travelers affirm compliance.

Hotel

Hotel cancellation policy: Most hotels refund your full payment if you cancel before their cancellation deadline.

Non-refundable hotel rooms: Some rooms are non-refundable, meaning you won’t get your money back if you cancel.

Late cancellation: If you cancel a non-refundable hotel booking, or cancel after the hotel’s cancellation deadline, you won’t be able to get a refund—regardless of how you paid (points, credit card, etc.).

Unexpected charges: If you canceled before the hotel’s cancellation deadline but still see a charge on your credit card statement, contact the hotel directly to ensure your refund is processed.

Vacation Packages

If you booked your package:

• Within the last 24 hours: You may be able to cancel and receive a full refund.
• More than 24 hours ago: Your airline, hotel, car rental company, or activity provider may apply a cancellation fee, which we’ll pass on to you.

For details on how to change or cancel your vacation package, please refer to your booking confirmation or contact our support team.

Need help? We’re here for you.

Contact us: Local (toll-free): 1-305.230-4770