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Frequently Asked Questions

We hope to have answered your questions! Please feel free to contact us.

icon support Support

How can I contact your customer service for travel related questions or comments?

If you need more specific details about your trip, you can contact your local travel experts here:

Hola Sun Holiday
https://www.holasunholidays.ca/contact-us/

Caribe Sol
https://www.caribesol.ca/contactez-nous/

What if I need to cancel my reservation?

If you need to cancel your reservation, you have to contact Hola Sun or Caribe Sol directly. 

Please visit www.holasunholidays.ca or www.caribesol.ca for more information.

 

What if I need to make changes to my reservation?

If you need to change your reservation, you have to get approval by Hola Sun or Caribe Sol. You can do so through your travel agent, electronically, or by telephone.

Please visit www.holasunholidays.ca or www.caribesol.ca for more information.

What are the steps to book a flight?

Booking a vacation (flight and accommodations) can be done with Hola Sun or Caribe Sol on their respective website or through your local travel agent.

Please visit www.holasunholidays.ca or www.caribesol.ca for more information.

icon plane My Flight

Once I get to the airport, how will I know where to find my flight?

You will find this information in the printed booking documents, or in the electronic documents.

The departure gate number is assigned a few hours prior to departure. The flight information screens at the airport will display this information.

All OWG flights in Toronto operate out of Terminal 3.

Do I need to reconfirm my flight reservation?

Once you have completed your booking and payment, your flight is considered confirmed. However, you will need to check in for your flight. We offer in-person check-in at our airport counters, beginning 3 hours prior to departure.

Please note that you are responsible for monitoring flight times and getting informed about possible delays in the 24 hours prior to your scheduled departure time. We recommend that you continually monitor flight times in case any changes should arise.

Do you offer text or email notifications if my flight schedule changes?

The flight information will be available online on our Flight Status page.

You can also opt to receive flight updates through email or SMS notifications upon online check-in.

Alternatively, you can visit the website of the airport where your flight is leaving from.

How can I check my flight updates?

The flight information will be available online on our Flight Status page. We recommend that you check your flight information online periodically to make sure you are aware of any schedule changes as soon as possible.

You can also opt to receive flight updates through email or SMS notifications upon online check-in.

Alternatively, you can visit the website of the airport where your flight is leaving from.

Can I check-in online?

Yes, you can check-in 24 hours prior to your scheduled departure time.

Click here to check-in

At what point should I check in for my flight?

If you choose to check in online, you can do so as of 24 hours before your flight.

We also offer in-person check-in at our airport counters, as of 3 hours prior to the scheduled flight departure time.

Which documents do I need for my trip?

All those traveling abroad, including children, must travel with a valid passport. Different countries have different entry requirements and some require a visa. You can contact the local consulate or embassy of the country you wish to visit to find out their specific requirements.

It is your responsibility as a traveler to ensure that you have all the required documents to travel to and from your destination.

We also ask that you have your reservation confirmation in your possession.

Travelers must also have in their possession any documents required for entry into the destination. Click here for your form to provide advance information on entering and leaving the Republic of Cuba. 

icon soap Health & Hygiene

What actions are being taken to protect travelers from COVID-19?

The entire OWG team takes these measures very seriously. Our top priority is your safety, and we are doing everything possible to protect our travelers . We are monitoring the situation very closely and are keeping up to date with all the regulatory equipment. We also utilize the latest personal protection gear and have stronger cleaning protocols to ensure the safest possible travel experience to the travelers and the crew.

Learn more about our COVID policies and preparedness initiatives here.

icon chair Seat

What is the seat pitch? Do you have seats with extra leg room?

The available space (longitudinal) of each seat is available on Our Fleet page, you can click here to access it.

For any specific request regarding space, we invite you to contact your travel agent so that we can meet your needs.

What size are your seat belts?

Our standard seat belts measure 100 cm (approx. 40 in.). For your comfort, we offer seat belt extenders on board. Simply ask one of our flight attendants and they will be glad to help.

Do you offer advanced seat selection?

Yes, and we have made several options available for your convenience:

  • During the initial booking with Hola Sun or Caribe Sol, you may pre-purchase a seat online, or through your travel agent. Please visit www.holasunholidays.ca or www.caribesol.ca for more details.
  • After your booking is completed, you can pre-select your seat at a cost, up to 24 hours before the departure date, please contact your travel agent who will arrange your seat assignment with Hola Sun Holidays.

Seat Selection Rates

  • Extra Legroom: $50 CAD per seat, per flight
  • Front of Aircraft Seat: $35 CAD per seat, per flight
  • Standard Seat (Back): $20 CAD per seat, per flight

icon star Upgrade

Do you offer a loyalty program?

We do not have a loyalty program at this time.

Do you have any in-flight upgrade packages?

Yes, we do. It is called our Select Class. 

For a fee of $ 60 CAD, per person, per flight, you can get the following package: 

  • Complimentary advance standard seat selection (at the time of booking and up to 24 hours prior to departure)
  • Priority check-in for departure: a dedicated check-in counter is available for Select Class travelers
  • A second checked bag at no charge (up to 23 kg/50 lbs)
  • Priority baggage handling
  • Priority boarding
  • One (1) complimentary alcoholic beverage from the in-flight beverage menu
  • One (1) complimentary selection from the in-flight snack menu
  • One (1) complimentary blanket, upon request

icon baggage Baggage

What do I do if my baggage is delayed, lost or damaged, or if I lost any items?

Our commitment to travelers is to always do our best to ensure safe and timely arrival of baggage.

Despite our best efforts and careful planning, sometimes things don’t go as expected. We understand how inconvenient this may be for you and will try to help you in any way possible.

If your baggage has been delayed, lost or damaged, or if you have lost any items, please click here for all necessary information.

Is it possible to send cargo on a flight?

No, it is not. OWG only transports checked baggage and goods. These items must be checked under the name of a traveler traveling on the same flight, and can not be sent to another destination. Please click here for more information.

Is it possible to bring a TV screen as my checked baggage?

OWG does not accept certain items as checked baggage :

  1. Any item that is illegal to transport according to the applicable laws, regulations, or orders of any country to be flown to, from, as well as over.
  2. Any item that could potentially endanger the persons or property on board the aircraft, or the aircraft itself. Please refer to the International Civil Aviation Organization’s (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air document and the International Air Transport Association (IATA) Dangerous Goods Regulations for a comprehensive list of items.
  3. Any item that we judge unsuitable for transport due to its weight, size, perishability or nature(e.g. the fragility of a TV screen).
Which items are prohibited to bring onboard the aircraft?

Certain items are not allowed past the security checkpoint. These banned items include, but are not limited to the following:

  • Deadly weapons
  • Mercury
  • Certain liquids that could pose a threat.
  • Etc

For the complete list of non-permitted items, please click here.

Which sports equipment counts as checked baggage?

A suitcase might not be the only thing you want to bring with you. We know that travelers have different needs but space might be limited. Therefore, we only allow one free of charge sports item per traveler under certain conditions.

Sports equipment must be placed in a bag or case that respects our check-in baggage standards. A bag or case that doesn’t meets these standards will be considered as overweight or oversized and fees will apply.

The acceptance of sport equipment is subject to available space in the aircraft. We strongly suggest that if you have extra baggage, you advise 72 hours prior or earlier. Click here for Cuba Sporting Goods Policy

What is your overweight baggage policy?

For checked baggage, the maximum allowance is 23 kg (50 lbs) total weight per bag. For carry-on items, the maximum allowance is 9 kg (20 lbs) total weight per bag.

Should your baggage exceed these maximum allowances, it is considered to be overweight and is subject to the $75 CAD flat fee (for each baggage exceeding the allowance).

Please note that extra, overweight and special baggage may be space or weight restricted. We strongly suggest that if you have extra baggage, you advise 72 hours prior or earlier.

What type of payment do you accept for overweight or extra baggage at the airport?

At the airport, baggage fees can only be paid using one of the major credit cards (Visa or Mastercard). Please note that we do not accept cash payments.

Can I pre-purchase additional baggage online?

Yes, you can, but only at the time of booking your trip. To purchase your additional baggage allowance, please visit www.holasunholidays.ca / www.caribesol.ca or contact your travel agent.

What is OWG’s baggage allowance?

icon handicap Special services

What type of services are available for unaccompanied minors?

We accept unaccompanied minors aged 14 to 17 years. OWG can provide a chaperone service. You can click here for more details.

What are the regulations for pregnant travelers?

A pregnant woman with an uncomplicated pregnancy may travel up to the 36th week of her pregnancy or up to four weeks before the expected date of delivery, if she presents a valid medical certificate dated within 72 hours.

A pregnant woman who is beyond the 36th week of her pregnancy will not be allowed to travel with us.

Safety is our priority, but we also want pregnant women to have a pleasant and comfortable flight.

Can I travel with my pet?

OWG will accept traveling with domesticated pets  such as dogs, cats and birds. These pets can travel inside the traveler cabin, but they have to stay in a soft-sided animal transport bag at all times. Hard-sided carriers,  cages or cardboard boxes are not accepted in the traveler cabin. Please note that the soft-sided transportation bags will be counted as a personal item.

Please refer to the guidelines here. 

No animals are carried in the hold on our aircraft. Therefore, if your pet does not comply with the conditions of carriage detailed above, it will unfortunately not be able to travel with OWG.

NB: Rabbits, hamsters, rats, mice, iguanas, spiders, snakes and guinea pigs are not accepted.

We do not carry animals in the cargo compartment, therefore, if your pet does not meet these guidelines, we cannot transport your companion.

Click here to learn more about our Service Animal policy.

What type of assistance do you offer to travelers with disabilities?

We cater to travelers with various disabilities. Please click here for a comprehensive list of the services we offer. 

Should you require special assistance, we recommend that you notify us as soon as possible so that we can arrange accommodations. This way we can ensure a swift response without delay.

Do I have to pay any extra fees if I need to bring a walker or a cane onboard?

No, you do not. Mobility aids are accepted at no extra charge. This is in addition to your baggage allowance.

The following mobility aids are accepted: 

  1. Electric wheelchairs
  2. Scooters
  3. Manually operated rigid-frame wheelchairs
  4. Manually operated folding wheelchairs
  5. Walkers and canes
  6. Splints
  7. Braces
  8. Any device that assists in communication
  9. Any prosthesis or medical device
NB : Wet or dry cell batteries are accepted. Click here to see the regulations.

If there is enough space in the traveler cabin, OWG will allow the traveler to store a manually operated folding wheelchair and small mobility aids, at no extra charge.

What are the regulations for traveling with an infant that is under 2 years old?

Please read the list below for guidelines: 

  1. Infants under the age of two at the time of departure can be lap-held by an adult (18 years or older) and do not require their own seat.
  2. Excluding travel within Canada and between Canada and the United states, you will be required to purchase a ticket for the infant.
  3. Only one infant can be lap-held by an accompanying adult aged 18 years or older.
  4. An accompanying adult can only be responsible for one infant (lap-held or not).
  5. To be considered an infant, the child must be under 2 years of age at the time of boarding. If the child reaches their second birthday before the return flight, they are no longer considered an infant, and will require a purchased seat at the regular fare.
  6. You have the option of purchasing a seat for the infant under 2 years of age. OWG requires, but does not supply, an adequate child restraint device approved by Transport Canada or United States Federal Aviation Administration (FAA).

icon bar Inflight

Are there any food or drinks served on board?

We offer complimentary inflight beverage service, including: 

  • Soft Drinks (Regular & Diet)
  • Water
  • Juices (Apple & Orange)
  • Coffee & Tea

Additionally, we offer a selection of food and alcoholic beverages available for purchase. Please note that only credit card payments are accepted (Mastercard and Visa). 

To view our inflight menu, please click here.

Will my seat have a power outlet or wifi?

At this time, our aircraft are not equipped with power outlets and wifi. However, we have put together several in-flight entertainment options that will surprise you.

What are the inflight entertainment options?

OWG offers a selection of Hollywood movies and popular television series as part of our inflight entertainment menu. To access the inflight entertainment menu, you access the website owgwifi.com via an electronic device of your choice (e.g. smartphone, tablet or laptop computer).

You can browse through 90 hours of available streaming content. Simply ask one of the flight attendants onboard to purchase an access code.

You have questions?

Contact us today!

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