ComplaintsforCopa Airlines

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello, We flew Copa Airlines 8/18 from ****, **** to ***. We had a lay over in ******. Upon arrival to *** one of our luggage was damaged. The wheel was completely broken off the suitcase. Damage was ***orted to the *** at the luggage claim area. The luggage was also delayed for an hour upon arrival! We have followed up and they have stated they are not responsible for the damage. It clearly states in the *** website, airlines are responsible for damage to suitcases while in their care. I have again started a claim and wait for a response. Please help!

• Initial Complaint

  08/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  My 75 y/o mother was on a flight from *** to *** (with a layover in PTY). The leg from *** to *** was initially delayed and then diverted to PHL due to, according to the pilot no gate availability at ***, and needing to refuelI found out the flight was diverted because i had to google the flight information. The Copa Airlines customer service agents (via phone) did not register this change in their system (3:20PM).there was no customer service on location at *** from **** to explain the situation, and no one in customer service via telephone knew (or cared) where the plane was, or where the passengers were. I was told that I had to call the ******************** for updates on the flight.... its arrival, its departure, its status. Which is a bit unorthodox of a process for an airline to put the onus on the customer and customers family to do.There was no Copa staff at *** to assist passenger upon their arrival and no guidance, updates or solutions for the situation the passengers were in. Allegedly, the plane landed at PHL at 3:00PM. and were kept waiting on the tarmac for hours with no meal, refreshments, updates and with the a/c turned off. The arrivals board at **************, stated that the flight was still going to arrive at *** at 5:30PM. In addition, my mothers checked in luggage was missing after she went through immigration at ***, and she was left to her own devices to find a place to stay in ************ or find her own way to NY her original destination which she paid for. We ended up having to drive to ************ to pick her up after waiting at *** for 6+ hours for updates or assistance from Copa (after i provided my telephone number and was told i would be contacted with updates (never happened)) . She now has to incur expenses on top of that for a "service" that was not only not properly provided by Copa, but Copa was not even aware, or showed any concern for the proper arrival of their passengers.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked flights for 4 people on copa airlines to fly out on Sept 10th 2024. Confirm. # BED-CHC FOR 3 people ( one name on booking is *************************** *******). The other conf # is AU55DZ with one person on that confirm. # (***********************). I called to add my service animal to.the flight and they are now saying my flight is not confirmed, I do not have seat #'s (which when booking you can choose NOT to pay to pick a seat but you would still get a seat on the plane). I got these tickets thru priceline. It's more affordable than going straight thru the airlines official website. So, priceline had flights for $177.00 and $174.00 going from ****** to *********** then to *********. If Copa airlines doesn't want us to book thru anyone but them then why is it allowed on the priceline site? I am completely beside myself..I have conf. #'s, they took my money and if I hadn't called to add my service dog I wouldn't have known I'm on "standby" with no guarantee of a seat on the plane. I have talked to 4 people who are all saying this same thing. The last person was a supervisor who said I must pay $1100.00 MORE to have a seat guaranteed on this flight!! Please help!

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to file a complaint regarding my mothers recent travel experience with Copa Airlines on June 5th. My mother, ****************************************, faced significant delays during her trip. The first leg was delayed, necessitating a move to a different flight where she was charged $35 for a checked suitcase, despite this being included in her original ticket.Moreover, the rescheduled flight was also delayed, causing her to miss her connections. She was subsequently charged $250 to rebook, even though the delays were due to Copa Airlines' operational issues and should have been covered without additional costs.In summary, my mother was wrongly charged a total of $285, which includes:$35 for the checked suitcase $250 for rebooking fees I am requesting a refund of $285 for these incorrect charges. I have attached all relevant documentation, including evidence of the delays, rebooking details, and receipts for the charges in question.Desired Resolution:I request a refund of $285 for the incorrect charges related to my mothers flight delays and rebooking.Attachments: Documentation of delays, rebooking details, and receipts

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  When I bought my tickets (BRP1XD) to fly internationally, knowing that Copa is similar to a low cost, I immediately applied and paid for the upgrade to the business class. Due to an issue outside of my control, and that was shared with the customer service, I had to reschedule my flight. At that time, they explained to me that reallocating me to the business again, would depend on availability. I asked for escalation, they did and reallocated me to the business on my inbound flights. However, on the outbounds, not only they didn't do, but they were capable of offering me again the upgrade, which I was able to reapply but not granted. I tried then to get a reimbursement of the paid amount, and the response was NO. When trying to use the funds available to book a better seat, there was NO AVAILABLE funds. When at the airport and trying to pay for the second luggage, once again I wasn't able to use my money. At the airport even the manager confirmed that was wrong and that many customers can obtain a refund for unused fares or services, but in my case they just denied. I called the customer care many many times trying to solve the situation and even opened a claim that once again was denied (Case # *******). Another important information to add is that when I talked with the agent she confirmed that was a limited availability to business, meaning there were seats, and that matches with the email offering me to upgrade.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchase date: December 6th 2023 Cost incurred: $574.12 We purchased two tickets to **** with Copa Airlines. We made free changes to our itinerary and the airline incorrectly put all of our flights on the same date. A ticket was submitted and we were told we could fix it without a cost. We had decided with this free date change we would shorten or add a stopover. We were told in keeping the flight the orginal date we could call back the following date and alter it with no cost. That was not the case and we were told we would incur a cost of $800.00 to make any change. We submitted a dispute ticket and were told we would hear back in 24 hours via email. It has been 16 days. After many attempts of contact we are told they have no information for us regarding our ticket and are unable to help.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I've sent an email to COPA Airlines because I am requesting a refund for my daughters airfare. She had a flight booked from ******* to *****, *******, March 2nd. She suffers from Epileptic Seizures and as a result missed her flight. She contacted the airlines and nothing was available that day, which would cause her to miss her connection with the group once she arrived in *****. We booked her on a Delta flight that arrived later that day. I then contacted the airlines to request a refund for that flight, only to find that they cancelled her entire flight, and did not notify us of this cancellation. During my phone conversation with their "help desk," she informed me that I'd have to pay an additional $486 to get her home. We did purchase insurance for this flight, but apparently that means nothing to this airlines. We decided to use a different airlines to get her home. I tried using their Refund/Claim webpage, but it would not accept her name nor her ticket number, despite numerous attempts. I decided to just go to their contact me page, and sent an email explaining all of this, but so far I have not received anything. Not even an acknowledgement of my email. I'm simply requesting a refund for her flight. And will never use this airlines again!

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My family and my flight 498 departing *** to PTY on January 7 at 12:38 pm was canceled and COPA Airlines could not get us back to ***************** for a few days. We were scheduled to fly to *********, where we were going to spend some time with family before returning to *******. We had tickets for a Delta flight from LAS to SEA for the day after we were originally scheduled to arrive in LAS. We also had a hotel reservation for that night. Because our flight 498 was canceled we could not get to PTY and then to LAS. In addition to losing the $412 in Delta flights, $200 for extra fees for an emergency petsitter, $120 for extra baggage fees for COPA, $130 for a hotel, $60 for airport transportation, a COPA service representative offered me $210 reimbursement per person as a "Goodwill Gesture." They also asked me to send in receipts for my extra expenses, which I have. This entire experience was handled horribly. I missed work, **** missed doctor ************* ***************** were late returning to school (one of the kids has autism and had multiple panic attacks because of the uncertainty while we were stranded at the hotel in ********). Now, the customer service reps are being neglectful and pretending not to receive my attachments. I have written multiple emails and made calls. The customer service representative ********************************* will not acknowledge the receipt of the attachments and emails I have sent over and over again. I am so disappointed and frustrated. COPA has filed a lawsuit against ****** to recover their expenses, BUT what about mine? I don't understand the customer service neglect in my case.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  i bought a plane ticket through a company call cheap o air on january 05/2024 booking number:83787012 confirmation number:BBPPSY i had ticket protection plan i went to the airport, waited 2 hours, just so they tell me that my flight was cancel, copa airlines blames cheap o air and cheap o air blames copa airlines so i havent been able to refund my money

• Initial Complaint

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I put in a refund request as well as a customer complaint form for this situation, since my itinerary was changed in a way that made it physically impossible to reach my connecting flight. My first flight was changed without my knowledge to arrive hours after the departure time of my second connecting flight, leaving me stranded. I was not notified of this change by ****, and I did not agree to it, and only noticed it two days before the flight. I was on the phone for multiple hours trying to see if I could get on a different flight, and eventually I was told by Copa to submit a refund request through their website and that I would be refunded. Because of this situation I was forced to buy a bus ticket and take the bus to a different city, and fly from that city in order to make it home by the date that I was supposed to, and it cost much much more money than my original flight reservation.Per the complaint form automated response, I was supposed to have a human response from Copa within 15 days, which is not the case. I submitted both the refund request and the complaint form on August 23, 2023, and I am still waiting for a response. It has been nearly a month. I have called Copa twice now and they say I have to wait for an email, but they already have not met their promise that they would respond within 15 days. I spent ****** points on this as well as $189.48, ultimiately worth a value of $1,072.55 for the plane flights.The original flight **** on August 24th at 9:00pm from ******** to ********* was changed to AD4465 at 4:40am on August 25th, as you can see in the screenshot. This would fail to make the connection to the second flight 758 at 1:39am on August 25th from ********* to ******.My ticket number is: #************* My customer complaint form number is: ******* My refund request number is: RFD-HUF0036363 Thank you in advance!

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