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Frequently asked questions

We hope those answers will help you ! If you still have questions, please contact us !

icon covid COVID-19

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 support Support

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

We are always glad to hear from our travelers.. Please contact us here if you have any questions regarding OWG.

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.

Or click here to be redirected.

 

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 electronically, by telephone, or through your travel agent.

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. If you wish to only buy a seat to fly to Cuba you may do so soon.

icon avion 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 the option of checking in online as early as 24 hours prior to departure. If you do so, you will receive your boarding pass electronically. We also 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.

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 travelers to foreign countries, including children, must travel with a valid passport. Countries have different entry requirements and some require a visa. You can contact the local consulate or embassy of the country you wish to travel to in order to find out their specific requirements.

It is your responsibility as a traveler to ensure that you are in possession of all the required documentation needed to complete your travel to and from your destination.

You also need to bring your Hola Sun / Caribe Sol booking documentation.

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?

In addition to your first checked baggage, you can bring one piece of sports equipment, free of charge. The sports equipment must weigh less than 23kg (50lbs). Alternatively, you can purchase a third checked bag at one of our check-in counters at standard checked baggage rates.

Items that are not listed here are considered included in regular baggage allowance. Therefore, they are subject to excess baggage fees.

  • Bicycle
  • Camping gear
  • Canoe
  • Fishing gear
  • Golf set
  • Kayak
  • Scuba gear
  • Surfboards, Paddleboards, and Windsurfers
  • Skateboards, Longboards, and Scooters
  • Skis, Water Skis, and Snowboards
  • Sports Racquets

We ask that the equipment be properly packed and wrapped securely for transport to prevent any damages or loss. 

The acceptance of sport equipment is subject to available space in the aircraft. It will be accepted on a first come, first served basis. We strongly suggest that if you have extra baggage, you show up very early for your flight. Click here to see our 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. It will be accepted on a first come, first served basis. We strongly suggest that if you have extra baggage, you show up very early for your flight

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?
  • First Checked Bag – The first checked bag is included with your purchased ticket. The bag must have a maximum total weight of 23 kg (50 lbs) and maximum linear dimensions (per checked bag) of 158 cm (approx. 62 in.) (L+H+D).
  • Carry-On Item– Travelers are permitted one (1) free carry-on item with a maximum weight of 9kg (20 lbs) and maximum  linear dimensions (per carry-on item) of 110 cm (approx. 43 in.).
  • Personal Items – Travelers are also permitted to bring one (1) free personal item (this refers to a purse, a laptop bag, a camera, a briefcase or other related items) with a maximum weight of 9 kg (20 lbs). The maximum  linear dimensions (per personal item)is  75 cm (approx. 29 in.).
  • Second Checked Bag – The bag must have a maximum total weight of 23 kg (50 lbs). There is an extra fee of $35 CAD per bag, per flight. Please note that the second checked bag is complimentary when you purchase the Select Class package.
  • Additional Bags – Each additional bag must have a maximum total weight of 23 kg (50 lbs), and will only be accepted if the aircraft belly allows enough space. Please note that this information is only available on the date of travel. There is an extra fee of $200 CAD per bag, per flight
  • Overweight or oversize baggage fee – There is a flat fee of $75 CAD for any bag that weighs over 23 kg (50 lbs). Please note that you have the option of checking one (1) bag weighing 30 kg (approx. 66 lbs), or two (2) bags weighing each 23 kg (50 lbs) when you purchase the Select Class package.

icon chaise Seat

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

The seat pitch ranges, on average, between 73 cm and 76 cm (29 in. and 30 in.).

For your comfort, we offer 18 extra legroom seats onboard our aircraft. These offer a minimum seat pitch of 96 cm (38 in.). To reserve these seats please refer to Hola Sun, Caribe Sol, or your travel agent.

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.
  • Up to 24 hours prior to departure, you can reserve your seat during the online check-in process through the OWG website.

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 handicape Special services

What type of services are available for unaccompanied minors?

We accept unaccompanied minors aged 12 to 17 years. OWG can provide a chaperone service. You can click here for more details.

What are the regulations for pregnant travelers?

Expectant mothers who are 36 weeks into their pregnancy or more will not be permitted to travel with us. Expectant mothers, with a complication free pregnancy, who are less than 36 weeks pregnant (or more than 4 weeks away from their expected due date) can travel with us, as long as they provide a valid medical certificate that was issued less than 72 hours prior to departure.

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

OWG reserves the right to refuse boarding if the criteria above is not met, if the animal is showing signs of sickness or if it has a noticeable foul smell. In certain cases, they may be accepted as cargo.

NB: Rabbits, hamsters, rats, mice, iguanas, spiders, snakes and guinea pigs are not accepted.
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 traveler power outlets, or internet access.

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.

icon étoile 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 food menu
  • One (1) complimentary blanket, upon request

You have questions?

Contact us today!

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