ComplaintsforCopa Airlines
Airlines
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Complaint Details
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Initial Complaint
10/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
we tried to travel to peru, they let us boarded the fligth to lima, im a venezuelan with permanent resident in the states and my husband is an american citizen, i needed a visa to get into peru, the airline returned me to the usa, and the return tickets for my husband were cancelled since he would be admitted into peru, we had to but tickets AGAIN for his returned to usa, and also we lost 2 tickets to miami because the airline never respond to where i would be send, they never should let me board that flight.Initial Complaint
10/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought a ticket to travel to Colombia in may 16/20 because the pandemic, I couldn't travel . I filled out paper for refund , I call in June 2021 . They said filled out complain I did it 8/11/2021 , they said wait 15 days . I called today 10/18/2021 they said may I complain if I want it to the website , because she can not do anything for me . They say the time is already a year since I bought my ticket , she can no do anything. My ticket #XXXXXXXXXXXXX . My complain #XXXXXX made it 8/11/2021 my second request of my refund was 8/23/2021 case #XXXXXX ; my third request of my refund was 8/31/2021 they send me a case # XXXXXX they only said we received your request , we will be answering .Initial Complaint
10/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On January 13, 2021 we purchased 4 tickets to fly to Costa Rica in April. Shortly after purchasing the tickets COPA cancelled our flight completely, offering no alternative flight options for us. We requested our money back since we did NOT cancel, COPA did. We even asked if we could get a voucher for future flights and we were denied that request. We just want our money back! They have emailed several times saying that our money is being reimbursed in the next business cycle and as of today, we have STILL not received a reimbursement! As you will see in the attached detailed document, we have tried countless days in countless ways to get our money back. This is BEYOND frustrating! Please help us resolve this ASAP! Your guidance will be very valuable to us as we move forward with this issue.Initial Complaint
10/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased a air fare from Miami to Bolivia 7/13/2021 returning 7/21/2021 confirmation BDVIJ4. On 6/24/2021, COPA emailed me saying that they changed my return flight. We called them (with my husband) and could not get a good new return date. Agent told us we could request a refund due to COPA being the one making the change. We followed the instructiins and today 10/7/2021 I received an email saying we are not getting the money bavk due to their policies. It is impossible to talk yo someone about this becuse phone lines are only for purchasing tickets and no supervisor takes calls and refund department only works with messages from tbeir website. So I paid $479.75 for this ticket that i had to cancelled due to them. I had to purchase another airfair from a different company so I had extra expenses due to COPA AIRLINESInitial Complaint
10/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a flight to Columbia on Copa Airline on Feb 27, 2020 for $1259.25. Due to Covid Pandemic the Airline cancelled the flight but refused to provide a refund. I then filed a dispute with my bank, American Express. Copa subsequently provided steps for obtaining a flight credit to my bank and I then followed these steps and the dispute was closed. Then in May 2021 Copa responded to my request and said I could not get a flight credit because the ticket was cancelled when I filed the dispute with AMEX but I could instead obtain a refund and they provided the steps to do so. In June 2021 I received notification from Copa that my refund had been processed and sent to American Express to credit back to my account. Over a month went by but still no credit was received. I filed several inquiries since June requesting an update on my refund status to avail. Today I received notification that the refund (which they said was successfully processed in June) has been denied. Please Help.Initial Complaint
10/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a RT flight on 7/1/2021. I received an email saying that a leg of my trip was canceled but the booking itself was not canceled or refunded. I have tried calling multiple times to get a refund for the booking because how am I supposed to go on a trip when half of my flight to get to the location was canceled but the line is either busy and won't let me make a call or I get through and get hung up on immediately. I have also tried to use their request a refund form online but it does not let you proceed past the first page to submit the request. I am unable to access my trip information on their website as when I try it tells me I need to call them but can't get ahold of anyone to resolve this issue. They canceled half of my booking but didn't put me on a new flight or refund my ticket and are making any means to get this fixed not possible to persue.Initial Complaint
09/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On March 6, 2020 on the Bogota Chicago route, my suitcase that I sent for luggage arrived broken, they made me fill out a complaint and they called me the next day and told me that they would send a replacement to my house, I never received anything, two months Then they told me that because of Covid 19 they could not send it to me until they operated in Chicago again, I kept writing and they never answered me again, they opened operations a year ago and I still have not received my suitcase, they are liars and now no one has answered a dozen emails that I send them. It was my favorite airline and I and my whole family used it, but they have been very inconsiderate and no one responds. My claim number is Case ADORDXXXXXXX XX/06/2020 ##XXXXXXXX# COPA AIRLINESInitial Complaint
09/23/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
June 29th i landed at Mco airport and went to pick up luggage and the Copa bag handler was by the luggage pick up and stated that are luggage was damaged in route to the Airport and I would be compensated for the luggage they would contact me I waited Never was contacted I emailed and called the Copa customer support and after maybe a month they sent me a form to fill out If I agreed to receive 100.00 for the damage I filled out forms even went to the Copa counter and supervisor ***** helped me up load the claim form and copy of my Passport and how I wanted to receive my settlement Its been almost 3 months and I am still waiting I have emailed Milagros Ortega Coronas and will no results She finally emailed me to set up a call because she keeps saying she is missing information the call was going to be received September 1st after 6pm and I am still waiting this is no acceptable when I call they said I have to Email which I have restlessly for months please help collect amount owed..Initial Complaint
09/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 12/07/19 I purchased four tickets to Lima, Peru from Copa Airlines.com. The total amount was $2189.56 ************* We were supposed to fly out 6/2020 but as the Pandemic peaked, Copa cancelled all of our flights and offered two options: flight credit for a future flight through 12/31/21 or get a refund. We chose to extend our flight credit but as it became clear that we would not be able to fly anytime soon I instead asked for a refund. My initial refund request was 5/19/21. It is an online form and they say they will get back to you in 15 days. As of today I have gotten no response and no refund. I again requested a refund on 7/8/21 through their online form, On 7/16/21 through their reservation center phone number where the rep saw a refund but could not answer q's , On 7/16/21 through the refund form, and on 8/24/21 through the refund form. There is noone to talk to from refunds, and they only redirect you to their online form. Still no refund 9/20/21. They have stolen our $.Initial Complaint
09/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I had purchased a plane ticket with Copa Airlines back in the month of April for a family member that was coming to visit me. The company kept changing my ticket and moving the dates due to Covid-19 issues. After months of moving the dates, the finally cancelled my ticket on July when my the flight was schedules for September 3rd. I received an email advising me to contact them after contacting them I was informed that I could keep the money as a credit for future flight or request a refund. I requested the refund online because it was the only was to requested. It has been over 2 months and still have not had a refund or gotten any emails confirming my request of the refund. I contacted Copa again and was told to resubmit a different request as to get a status on my refund and was informed that I would get a response no later than 15 days. It has been over 15 days and still have not heard from them.
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Customer Complaints Summary
169 total complaints in the last 3 years.
37 complaints closed in the last 12 months.