ComplaintsforCopa Airlines

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was traveling to *********** (PTY) and ********** (SXM) on June 22, 2024. According to our boarding passes, the gate was scheduled to close at 12 pm. However, it closed unexpectedly at 11:40 am, preventing us from boarding. The boarding pass clearly stated the gate closure time as 12 pm, not 11:40 am.Consequently, we contacted COPA Airlines immediately at 12:00 pk, who charged us $300 ($100 per passenger) as a penalty and $807 ($269 per ticket for fare differences) to rebook us on another flight, CM-0362 (scheduled for 10:02 pm) instead of our original CM402 flight at 12 pm. This resulted in a 10-hour wait at the airport and additional expenses totaling more than $1007 for the same trip. Furthermore, we forfeited our overnight stay in *********** and our hotel reservation there.When we spoke to Supervisor **** at COPA Airlines in ***, he acknowledged that none of these charges should have been applied and advised us to dispute them. We have already initiated a dispute with our credit card company. Therefore, we request a refund of $1007 to our credit card, as the early closure of the gate was not our fault but rather a mistake made by COPA Airlines agents.According to our boarding pass, the gate was scheduled to close at 12 pm. We passed through TSA and made our way to the gate by 11:40 am. However, upon arrival, we discovered that the gate had already been closed. Despite their own official boarding pass indicating the gate closure time as noon, they denied us boarding and imposed more than $1007 charge for an evening flight. This action directly contradicts their own printed guidelines, which is illegal.When we contacted COPA Airlines and spoke with Supervisor ****, he acknowledged that the charge was unjustified and advised us to request a refund. However, the airline has refused to provide any reimbursement. This behavior is entirely unethical. they do not even listen to their own supervisor." Thank you for your prompt attention to this matter.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Please see the attached zipped file for all information. Thank you.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On May 6, 2024 at 7:13 & 7:19 pm (EST) I called Copa airlines *************) regarding their stop over program (see attachment and please review the phone call) to ask several questions regarding that program. I asked specifically if I purchase the Stop over option would I be able to retrieve my checked bag and they confirmed YES and walked me through how to purchase the ticket. I purchased the ticket with the Stop over option with confirmation #azaxg3. The flight booked was for 6/26 from ***** to ****** with a long stop over option and leaving to Bogota 6/27. Since I was confirmed by the call center agent that I was able to retrieve my bag in ******, I packed some of my liquid medicine which wouldn't qualify for the Pre-approved TSA traveling liquid and I need to take every 10 hours. When I turned my checked bag in ***** I told them I would need to retrieve my bag in ****** and the lady advised me that my bag would be tagged to go to ****** since it's my final destination. I explained to her I only booked that option because I was told/confirmed that I could retrieve my bag in ******. She told me she couldn't help and to deal with it once I arrive at PTY they would be able to help. Once I landed at *** they told me to speak with the customer service desk in front of door 216, I walked over there just to for the representative "pretend" to help and to finally say she couldn't help me. i talked to another man with orange vest and said maybe the coordinator could help. The coordinator advise it would $267.50 retrieve my bag! after I was told so many conflicting information, I cried and paid for my bag and because of medical issues I was unable to fly the following day to BOGOTA because i went over 10 hours without my meds. I am requesting for the refund of the $267.50, for call to be pulled to verify the information, to properly train EVERYONE regarding how the STOPOVER program works because no one was on the same page regarding the bag policy while doing a stopover.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  From:****************** To:******************** Fri, Sep 22, 2023 at 2:20 PM REGISTRO DE RECLAMO POR EQUIPAJE DANADO DAMAGE REPORT *************************************************************************** DE ATENCION 24 HRS TODOS LOS **** TELEFONO ************* When I arrived to **** the luggage was tear apart, and a hole in the top Where the camera was. I made a report at the airport copa airlines. When I was back home many exchanged email but always ignored the fact. I have all the email .A credit try to issue to me but I refused because was a credit to fly with then and also was no closed to what I pay for my camera or luggage, beside they charge my for carry on luggage I request a 500 dollars for my camera ,the luggage 100 dollars

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Dear Better Business Bureau,I hope this message finds you well. I am writing to you to formally lodge a complaint regarding an issue my family and I have encountered with Copa Airlines and ********************.On June 29, 2020, my family and I purchased five tickets through ******************** to travel to *******. Unfortunately, due to the Covid-19 pandemic, our flight was cancelled. ******************** informed us that we would receive vouchers to rebook our flights but failed to provide a specific expiration date for these vouchers. Under the impression that we had ample time to use them, we did not rush to rebook our flights.Recently, when we attempted to use these vouchers, ******************** redirected us to Copa Airlines, stating that the vouchers had expired. We reached out to Copa Airlines for assistance, and their response was simply that the vouchers were expired and that updates had been posted on their website. This response is inadequate, as it did not constitute sufficient effort on their part to proactively reach out to their clients with crucial information about voucher expiration.Additionally, we visited ******************** in person to request a refund, but our request was denied, even though there were extenuating circumstances due to Covid-19.We feel that this lack of clear communication and proactive customer service has led to a significant financial and emotional impact on us. The tickets were quite expensive, and visiting our family in ******* was very important to us.We kindly request the Better Business Bureau's assistance in resolving this matter. We are seeking some form of compensation or a solution that would allow us to rebook our flights, given the extraordinary circumstances and the lack of clear communication regarding the expiration of our vouchers.Thank you for your time and consideration. We look forward to your assistance in helping us find a resolution.Sincerely,**********************************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 5/23/24, my family and I embarked on a trip to *****. Our scheduled flights were from ************ to ****** and then from ****** to *****. However, our first flight was rerouted to ************ and then on to ******. Despite being assured that the Newark connection would wait for us, it did not, and we missed our connection. Unfortunately, we received no assistance from the airline to accommodate our flights. Our revised route took us from ************ to ************ to ****** to ********** to ****** and finally to *****, where we arrived on 5/24/24.To add to our frustration, we were not compensated for any inconvenience. Upon arriving in *****, our luggage was missing, and we were informed that it would be delivered to the resort by 6pm. However, we still have not received our luggage. Despite reaching out to the airline, no one has attempted to resolve our situation. At this point, I am not interested in a voucher. The poor customer service, rudeness from staff, lack of effort in tracing our luggage, and the general lack of common courtesy have left a lasting negative impression. The airline explained that they have no tracking information for our luggage beyond **********, and yet no one has followed up on this issue. Copa is not accepting responsibility nor is united

• 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. 

*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. ↩