Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a flight on January 28th from ******, ** to ******, Colombia. Flight CM 705 and CM 876.From the moment I received the Check-In notice 24 hours before the flight the website and app gave me an error message. The flight was scheduled for 2:47 PM, and I tried endlessly to Check-in and pay for my luggage using the mobile app, my mobile browser, and my laptop browser. Same error. I showed up extra early to ****************** in ****** to address the problem. Showed the Copa agent the error and he said to pay the $100 USD and file a refund request online since the baggage cost online is $65 USD. I asked why that was necessary since I was there already and they should assist me, and he said it wouldn't be an issue. Created a refund request and the agent assigned to me (****** *.) only copy/pastes generic answers and has offered absolutely no assistance during the weeks I've been requesting a refund. I provided screenshots from my browser history, from my mobile and laptop, with the January 28th date, with several searches that included "Copa Check-in", "Is Copa down?". Why would I be searching for those before my flight if I was not planning on checking in and paying for my baggage early? ****** *. refuses to escalate the case and confirm that the website and app were down.****** *. has not acknowledged nor reviewed the screenshots provided proving that I was attempting to access their site and the error kept being displayed telling me checking-in was not available at the time because the site was down. I arrived in Colombia shortly after midnight. It would have been impossible to search for those while airborne. The date of the browser history is very much visible. The resolution I seek is simple: Reimbursement of the $35 USD overcharged for my baggage check-in.

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two tickets via Copa airline on July 6, 2022. The tickets were for September 9, 2022. On September 9, 2022. Both myself and my partner went to the airport, where unfortunately they tested positive for COVID-19, making us unable to board our flight. We were told that since it was due to COVID-19 we could have our flight rebooked free of charge. We have submitted every document they ask for, but COPA continued to tack on more things that we needed to send in order to rebook flights. Our last call with Copa customer service resulted in ****************** walking us through the submission of the last documentation and saying they would give a call back to rebook before the 1 year was up on our tickets. They hung up in our face.I have submitted every medical form before as we could not fly due to Covid. I have not receive an additional response after submitting in July of 2022.I have called at least a dozen times to have this rectified and have not been able to reach a supervisor or someone that can mediate this for me. I am aware of the 1 year contingency on tickets. I submitted documents numerous times prior to July 6, 2023. I have talked to agents with Copa and each time I was told to submit a new document. I have supplied everything that was asked of me, by Copa Airlines, with no support in successfully booking any flight using my existing reservation code. When I called in July, prior to July 6, 2023, I was told to submit another form that I had submitted twice before, the agent told me that I would be receiving an email or phone call to fix the issue so that I could book. I never received any notice after July 2023. I have called in to Copa Airlines at least a dozen times.I have asked for a supervisor or someone that can assist me with this to receive a refund, as I have done everything on my end and Copa Airlines has failed to support with this issue in a timely manner, resulting in this issue dragging past the 1 year *****

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date 28 Jan 2024 Flight date 29 March 2024 Reservation code A43A0F Ticket #************* Purchased for companion ***** LeitePereira for travel from ******** to Aruba Paid $1030.60 I was told by agent **** back in April 2024 to start refund process via Copa Airlines website and filling out the form and submitting documents that show that I fell ill the day before travel and for this reason was unable to go on vacation with my companion because she would be alone in *****. **** said you should get a refund if you follow the process and I did that. Ever since April 2024 Copa Airlines has been harassing me with slow responses even though their messages say they will respond in 5 business days the responses come like at months or I have to call them and the agent ****** told me on Feb 1st ******************************************************************* not to travel on plane and I submitted this then he proceeded to waste my time and said we can't offer a refund???? So then why waste my time by telling me different things since April 2024??? Very poor treatment of customers.

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Copa Airlines, illegally charged me for my luggage from *** to PTY on 8/30. Copa was supposed to give me a refund, they requested my credit card information back in Nov/2024 and yet I got to receive the refund. I contacted copa today and they asked me to created a new ticket, I created the ticket and now I have to wait and additional 15 days which is more like 30 days for someone to get back to me; the sad part is that I know that I will not get any reply to my emails like they've done in the pass. All I want is for copa to give me what the owe me, and I want nothing to do with this company. Another thing is that there customer service is bad they dont have respect for the customers, and they talk to down to their customers. They need to get retrained.

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/18/2024 paid for 2 bags $200.00, I tried to pay online with my miles, but the website was give a error, I explained everything to the check in but he was very rude and told if wanna be in the flight you have to pay $200. I call the supervisor he never came, I been told he was was busy so I made a complaint with Copa and I have a email.confirmation saying they will refund my $200. I have a refund for $100, I emailed Copa asking for the rest of the money they never reply.

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 1, 2023, I requested a refund for a COPA airline ticket. I am an airline crew member and we make our request via myidtravel which most airline employees use for leisure/business travel. COPA airline also requires you to submit a request via their website which was done via the assistance of a representative named *******. After a few months of waiting I kept calling and several representative just take my name and told me someone would contact me. I wrote a complaint email and was contacted by someone named "**** W" at customer care. My last communication with him was to provide my contact number and a tie that I could be reached. I did as requested and asked for a number that would be calling me because unusual numbers shows up as scam. The last correspondent was on Jan 2, 2025. As of today I have not heard from them. Also I spoke with my credit card company and was told that since it was such a long time the system is not able to bring up my report so I have to send them a correspondence with all the information.

• Initial Complaint

  Date:12/28/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 28th I had a flight from ** to ***** with a layover of 40 minutes in ******. When my mom went online she saw that checking in before the 2nd flight was unnecessary. It says you get off one flight and get on the other flight. Also while we were at the counter in the ** my mother confirmed with the representative of Copa Airlines, she said that I was all checked in until *****. However, in ******, once I got to my gate the security guard kept me from going through, instead he told me to come back in ***** minutes. When I came back my flight had already departed. That's when I learned I was supposed to pass security again before entering the gate. No one from Copa Airlines had told me I would need to go through security again. And the security guard without even looking at my ticket sent me on a wild goose ****** Once I realized that I missed my flight, I went to the Copa Airlines customer service. There the lady told me that their system shows that I was a no-show. I understand that when I talked to her it appeared that I showed up after the flight had left but I am sure that there are security cameras that show that I arrived on time at the gate and it was the security guard who did not let me go through. However Copa Airlines refused to issue me another plane ticket to ***** unless I paid for it out of pocket, the second plane ticket turned out to be twice as expensive as the initial plane ticket we bought in the first place. I am writing today to obtain a refund for the second plane ticket because I don't see why I have to be penalized. After all, the security guard took up upon himself to mislead me without having any information about me or the flight I was supposed to be on. Had he told me I would gone to the back of the line through security in time to catch the flight. Copa Airlines demonstrated a lack of communication and shared information that ended up being very costly to me.

• Initial Complaint

  Date:12/23/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mi destino fue de ***** a **************** colombia con escala en Panama donde copa cancelo por 3 horas en ****** y tenia otro vuelo con diferente aerolnea de santa ***** a medellin y cual llegue tarde perdiendo el vuelo de **************** a medellin con diferente aerolnea y copa me dio respuesta qu yo soy responsable de la prdida del vuelo qu copa airline ******* con su cancelacin de 3 horas y llegue tarde esto sucedi el 27 de septiembre 2024

• Initial Complaint

  Date:12/19/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just bought tickets to ************** ****** from ********* **. As soon as I bought the ticket I realized the date was wrong. I immediately called Copa to cancel. They said first they could not cancel, and then they offered to cancel with a $200 dollars fee. According to *** any airline company operating in the ** should give 24 hours for cancelation. Which they are not doing. Could I please have some help getting my money back? Thank you ******** *******

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Copa Airlines regarding my flight from *********** (********) to *******, ********* on November 8, 2024. My original itinerary included a flight departing at 1:09 am, but it was repeatedly delayed due to "maintenance issues." We were first told the new departure time would be 2:09 am, then 3:09 am, and finally 6:45 am. Ultimately, we didnt depart until 7:40 ***** I was traveling with my 7- and 14-year-old daughters, the long wait became exhausting and uncomfortable. My 14-year-old had to sleep on the floor, and at one point, we were moved to a different gate. Around 5:30 am, we were bussed to the plane on the tarmac in freezing cold conditions. After boarding at 6:00 am, we sat on the plane until 7:40 am before it finally ******* the time we departed, we had missed all of our connecting flights. We were rebooked on a flight from ****** to ********* at 9:00 pm, which meant we didnt arrive in ********* until 10:15 pm12 hours later than scheduled.Throughout this ordeal, Copa Airlines provided little support or compensation. The lack of communication, poor handling of delays, and the discomfort caused to my children was unacceptable. I request appropriate compensation for the delays, inconvenience, and distress caused during this trip. Copa is only willing to compensate me in $100 in airline credits which is completely useless since Ill never fly with them again