Reports have surfaced regarding alleged fraudulent charges and duplicate fees in the car rental process in Camagüey, as detailed by journalist José L. Tan Estrada on Facebook.
The incident involves a woman who traveled from the United States to Cuba to visit her nine-year-old daughter, who is suffering from a severe case of hepatitis.
Prior to her journey, she arranged and paid for a rental car for 10 days at a rate of $75 per day from the U.S., which, according to the complaint, included insurance and an additional driver.
However, upon arriving at Camagüey airport, she faced demands to pay an additional $250 for vehicle insurance, even though the claimants assert that this service was already covered. She was also charged an extra $30 for the driver, who had previously been contracted.
Dispute Over Charges and Services
The situation escalated when, on the scheduled return date, the woman was out of the province and contacted the agency at Jayama, La Rafelita corner, to inform them she would return the car a day late.
According to the whistleblowers, a manager named Saavedra, identified as the Deputy Director of Operations at Transtur, contacted her to notify that, aside from losing the $250 insurance, she would need to pay an additional $500 for a single day of delay.
Adding to the duplicated charges and excessive penalty is a third grievance: the agreement specified 20 liters of gasoline daily for the 10-day rental, yet fuel was only provided for three days, with the remainder not supplied.
Call for Transparency and Accountability
Transtur employees who leaked the case demand clarity. "Why was insurance charged again if it was already paid, according to the complaint? What justifies the $500 demand for one extra day? And what happened to the fuel included in the rental?" questioned Tan Estrada in his post.
Transtur's official site states that rental prices include liability coverage but exclude security deposits, fuel, airport pickup fees, and additional drivers, leading to discrepancies between payments made through external platforms and what is demanded when picking up the car in Cuba.
This is not an isolated case. In August, a rental car ran out of fuel immediately after departing the airport, and in July, another incident involved a car supposed to have 35 liters of fuel but arriving with only 18.
In May, Cubans arriving from Miami reported breaches in rental service, with waits ranging from five to over 12 hours at airports, unhonored reservations, and cars in poor condition.
So far, Transtur has not issued any public response regarding the reported irregularities in Camagüey.
Understanding Car Rental Issues in Camagüey
What were the main issues reported in the car rental case in Camagüey?
The issues included duplicate charges for insurance, additional fees for a pre-contracted driver, a disproportionate penalty for a late return, and failure to provide the agreed-upon gasoline.
How did Transtur allegedly violate the rental agreement?
Transtur allegedly violated the agreement by charging for services that were already paid, imposing excessive penalties, and not supplying the promised amount of gasoline.
Has Transtur responded to these allegations?
As of now, Transtur has not responded publicly to the allegations regarding the irregularities in Camagüey.