In general, the crew and tour guides did a wonderful job. However, our experience was significantly marred on the last day of our trip. We were dropped at the Havana Airport with little by way of guidance regarding what to expect. We desperately needed a "handler." The airport was complete chaos. Checking in was extremely slow and took more than 90 minutes (longer for some members of our group). Many other travelers were brought to the head of the lines in front of us with no explanation. Following check-in, we encountered lengthy lines for exit fees and security (as well as for the bathrooms). Once past security, there were no places to sit and our entire group literally sat on the floor. There was no information about our flight and no airline staff could address questions. Pairs within our group received seat assignments at oppositie ends of the plane, many of which turned out to be non-existent. Consequently, it took a very long time to board our already significantly delayed flight. There was virtually no cooling on the plane, which was hot, crowded, and very uncomfortable. We arrived very late in Miami and, of course, missed our connecting flight back to Chicago (although we had originally planned a lengthy layover). Some members of our group were not able to get a return flight for several days. In brief, we were extremely disappointed in how our departure was mishandled.