ComplaintsforCopa Airlines

• Initial Complaint

  05/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  This is my second complaint before going to court and expect to hear back from Copa. I had issues with a recent flight, where I needed to reschedule my flight, and because of that, lost my already paid upgrade to business. It was explained that the upgrade was subject to availability, and I know there was availability because they offered me again and I was able to bid, as documents attached. Not only I lost my upgrade, but they didn't refund me, and I was informed at the airport that I was subject to get back my unused fares. On top of that, if I couldn't refund it, that should be available to me to be reused in other services, which was not the case. I had to repay to select my seat and extra luggage. The support was conflicting and very bad during the whole time. I have made many calls to get it solved and have all documents.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On the morning of 5/10/2024, I was scheduled to fly from *** to ******* with a layover in ***********, via Copa Airlines. The flight numbers were CM 807 from *** to ***********, and CM 835 from *********** to *******. My initial flight from ****** to ******** was set to depart at 7:21 AM, and I arrived at the gate between 7:00am - 7:10 AM. As boarding was concluding, a flight attendant managing the gate made several last-minute changes to the boarding process, which caused confusion. After addressing a group of three passengers directly to move away from the line to the door the attendant called me by name (not using the loudspeaker) and indicated I should approach. I followed her instructions and queued behind the aforementioned group. However, after they boarded, the attendant ignored my presence and everyone elses. she told the 3 people to go back in line so i followed. She allowed the 3 to go in and i was right behind with my passport in hand and she closed the door, leaving me at the gate as the aircraft departed. Despite being at the gate before the door was closed and the flights departure, I was told to go to customer service. The ********************** representative informed me that the only resolution available was to purchase a new ticket. I was told the only ticket available was for a later flight, CM 155, which left at 9:21 PM. I remained at the airport from 7:00 AM until the late evening flight. No alternative earlier flights were offered to me, although I discovered that there were several departing that same day (CM 397 at 9:31 AM, CM 502 at 12:48 PM, CM 156 at 3:37 PM, and CM 208 at 6:31 PM). I request a refund for the extra ticket and a future travel voucher as compensation for the significant inconvenience and lost day of travel and work, due to poor service at the gate. Please review the camera footage and compensate accordingly.

  Customer response

  05/10/2024

  I forgot to mention what the customer service lady responded when I went over to show her there were earlier flights showing up on their website why wasnt I told about these and rather than given the 9:21 flight (14 hours later) ? She said if I buy a ticket it will be considered a stand by ticket not purchasing a seat ticket. I have never in my life heard of that. Then she followed up with saying theres 2 business / first class seats available on the 3:00 pm flight. I asked why didnt you mention this to me. I would happily take that and pay the difference of $80.00 rather than stay here for ************************************************************* trip. Then she follows up with she cant change my flight. If I like I could purchase another flight in full for the 3:00 pm flight in first class. Meaning another $347.00. 

  Customer response

  05/10/2024

  My flight got delayed. Now its more than 14 hours here. 

  Customer response

  05/10/2024

  My flight got delayed. Now its more than 14 hours here. 

  Customer response

  05/10/2024

  My flight got delayed. Now its more than 14 hours here. 

  Customer response

  05/10/2024

  My flight got delayed. Now its more than 14 hours here. 

  Customer response

  06/05/2024

  Copa has contacted me and mentioned they will give me a refund 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 03/21/2024, I flew CM 239 from ***, ***************, to ***, *********** (Order ID *******. Chili with salt cake was served. After an hour, I felt unwell, vomited, and changed seats near the restroom. Upon disembarking, weak, requested assistance but had to wait. Rushed for connecting flight CM 765 on 03/21/2024; gate closed. Denied boarding; poorly treated by Copa Airlines staff. Fainted, received medical help, justified by airport manager. Seeking $637.24 refund: Copa Airlines fare $267.50, taxi $54.00, hotel $154.00, meals $86.34, and clothing $75.40. Experienced unpleasant situation; no assistance provided by Copa Airlines staff, including company manager.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have purchased 19 tickets for our summer mission team with Copa Airline, flying out from BWI to UIO on 1/22- 1/27. Copa has changed the departure date due to the violence in ******* at the time, I was concerned about the safety of our team, therefore, I've arranged with Copa airline to cancel the flight and get a refund. I paid the cancellation fee of $2850 on 1/18/2024 for all 19 tickets. I was told that the refund would be given to us in ***** business days, but we are still waiting for the refund. It's been over 50 days. I've called multiple times but I get the same answer saying "Refund has been processed. You will get your refund." I've verified that Copa has the right Credit Card number on file to refund the amount of $9234.00.***************************** (Copa help desk representative) kindly helped me with the process and I have the exchanged email on file which explains the summary of cancellation fee taken out and assuring that the refund will be made to us in ***** business days. I am making a complaint about the delayed refund process. Can you look into this case and help take care of this case as soon as possible. Thank you!Ticket Order ID for 19 people ****** (8 TICKETS)BO4DXT (2)BPBCF4 (2)AMJABP (3)AKKBIU (1)BTFG01 (1)BTOPAC (2)

  Customer response

  05/02/2024

  Copa has contacted us directly and part of the refund was given, and now we are waiting on the rest of the refund. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  COPA Airlines flight CM357 on 2/24 lost my luggage with months supply of medications (diabetes, high blood pressure, cholesterol , pain medications my knee from recent knee replacement surgery, medications to be able to sleep and with designer purse two of them inside. they cant locate the luggage. We left from *** to PTY 2/24 at 8:20 am. The agent at Dullest Airport gave horrible service. I had a total 4 luggages in the which the 1st luggage was free and paid $45 each on the additional bags. The agent agent checked in all bags supposedly and didnt ticket one of the bags which we realized later because the 4 tickets for baggage 1 was a tracking information for a different guest that I never interacted with or met. Once in the aircraft that same agent game to our seats saying my carryon bag wont fit and we need to check in it which wasnt true because we were already in the aircraft and the carryon was verified with agents that it is a carry on item. I have no idea why she left her post past tsa to come on the aircraft to give us a hard time. After landing I couldnt find 4th bag. Apparently thats when they told us we only had checked in 3 not 4 which is false we contacted copa and my son in Virginia drove many times to ask about a my lost luggage. They send email saying they are looking for it. 9 days later today they told us they never were aware of my luggage being lost and they have no record of it. I believe now the reason why the check in agent left her position to go through tsa to find me on the plane was because she realized she made a mistake and instead of voicing it and attempt to fix it she tried making it seem I need to check in my carry on. Since I didnt she kept her mouth close and allowed my luggage to be lost. Copa at *** have not been much help and now to tell us they have no record of us losing my luggage.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I booked a ticket to fly with Copa Airlines (reservation - AHIWMS + ticket # - *************) for a flight scheduled on Jan 8, 2024. Following several cancelled flights with Copa Airlines, I was eventually booked by Copa Airlines on a flight with Avianca Airlines on Jan 12, 2024. Throughout this process, Copa Airlines provided very limited customer support and in the month since they've remained difficult to communicate with and access to customer service has been extremely limited. There are two issues that I would like help addressing as it isn't possible to speak with a manager or their reimbursement - I've been told both decline to accept transfers. 1. On Jan 16, Copa Airlines said I would receive a payment to my account totaling $225 (case # - *******). The email received on January 16 stated 'We would like to inform you that the reimbursement process has been approved and finalized. We inform you that in the course of ********************************************** your bank account.'. I have not yet received any payment and today (Feb 28) I was told the payment would take 2-3 additional months which seems incorrect. Because their reimbursement department does not accept phone calls, I have no way to verify if Copa Airlines has actually sent this payment or if there has been an error on their end. Is it possible to receive an update on this payment as they won't transfer to the reimbursement department? 2. Copa Airlines failed to provide a statement of delay to my travel insurance company despite multiple requests and on Feb 16, 2024 they offered a $300 travel voucher and payment for extraordinary expenses associated with the delay (case # - *******) . I've provided receipts and the requested information but have not received a response with updates on this process. Is it possible to receive an update as they won't transfer to the reimbursement department?It's been many email exchanges + phone calls without a resolution so I'm hoping this will help.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  am hereby writing to you so that you can verify the unjustified overcharge made by the Copa Airlines company.FACTS:On November 23, 2023, a reservation is made for three people who are:************************* date of birth: March 3, 1963 Wife ************************************ date of birth: January 1, 1964 Husband ********************************* date of birth: November 2, 2006 is a son with total disabilities to walk and communicate.We are ******** citizens of *****************.The value of $919 Dollars was canceled for the 3 tickets to travel from the city of ***** Colombia to ***************** to the state of ****** Masschutts. A change was made on December 1 to the airline Copa Airlines for the value of $432 dollars, which was illegally charged since the airline Copa canceled on January 16, 2024, one day before traveling, the travel tickets for which it was not The penalty for changing the day of travel applies, for this reason we request a full refund of the money already paid, for this reason of the cancellation of Copa Airlines one day before the trip we also had to cancel plane trips from the city of ********* to the city of ***** on January 16, 2024 for a value of $759,150 Colombians equivalent to $189.75 dollars.Expenses are also incurred for land tickets from ********* to ***** in the ****************** for a cost of $300,000 Colombians, equivalent to $75 dollars. This meant 12 hours of travel by land since within the cancellation Copa Airlines informs that we must be at the ***************** at 11 a.m. If we had done it with the tickets that we had already reserved with the company Clik Colombiana, we would not have arrived at the time required by Copa Airlines.During the trip we were informed that they were inevitably going to cancel the trip from ***** to ******. When we contacted a Copa Airlines representative, he verified the information sent and told us that he would give us the same trip that we had to pay a total of $432 dollars for. respect us for the same trip, these were paid by debit card since since our son is disabled we would not have the option to do anything else, we also demand payment of the entire amount of this money which was collected without legal reason.They fraudulently claim the money on January 17, 2024, which is the same day of travel, but maliciously they do not include the name of their company Airline Tickets for $495 dollars. With the inconvenience that a representative of the call center continues to fraudulently use the credit card and the Copa Airlines company does not recognize the charge with the coincidence that it was the same day of the trip that the charge was made.During the trip there were all kinds of abuses and we found people at the ************** waiting for a trip for up to 8 days and sleeping on the floor and we were also subjected to **** with a disabled child who is our son ********************************* sleeping on the floor, please We cautiously ask that sanctions be applied to this very irresponsible airline and that non-use be recommended due to so much abuse.We have already made the claim to the company which they recognize the abuses that they did to the people and say that they are going to recognize $150 dollars per person or $200 dollars to use with themselves, which we do not accept for the reason that with them We would never use them as a company again and we would not accept the $150 dollars per person either for the reason that it would not cover even 50% of what they must return.We attach all the evidence of the complaint already made below.Thanking you for the attention paid to it.Sincerely,************************************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  My reservation number with Copa Airlines was AGV0EZ. On January 15th, I booked a reservation for the 26th of January to the 28th of January from ***** to *********** via eDreams travel agency. The airline which is Copa Airlines changed their flights dates and couldn't fly on my chosen dates. Therefore, I requested to cancel the reservation and refund me my money. They canceled the reservation, but both the travel agency (eDreans) and Copa Airlines do not want to refund me my money. After several attempts to ask them for my refund, they keep playing me and lying to me. I have no other hope for my money. So, I turn to BBB to please help me get my refund. That's all! I'm not after any of those companies, I simply want them to refund me the money.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  La Aerolinea COPA me cancelo mi vuelo sin previo aviso el 20 de Enero # *************. BQ3CKD .me dijeron cosas ese dia sin sentido y opte por comprar un boleto conAA# ************* necesito el reembplsode ese ticket ya copa me hubiera mandado ese mismo dia con united que habia vuelos disponibles. gracias

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Description of complaint:Missed flight due to Copa Airlines delay and cancellation in previous flights . On 01/08/2024 my daughter and I missed our flight back home due to Copa Airline delay during checkin , previous flights were canceled and despite the longer checkin line , no enough attendants were placed to help , what made us to miss the flight even though we were in line 3 hours before our flight departure. I spoke to the airlines , did not get any support , no reschedule , no hotel , nothing . Airlines want ******* to solve this problem, I bought tickets using ******* agency , but Copa Airlines received the payment amount , and was the Company fault that made us to miss the flight .I am writing to request a refund of tickets, $1,091.73 plus 2 baggage fees. Passengers: ************************* and *********************** ********************* GRU-PTY 744 , 05:25 AM , JAN 8 , 2024 PTY-*** 12:50 PM , JAN 8, 2024

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