ComplaintsforCopa Airlines

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased airfare (base airfare and taxes) on Orbitz. Because of Covid, I chose to cancel my trip and get credit 9n Cops Air. The taxes I had paid on Orbitz were put on Copa Air credit and now Copa Air is saying I can only use the money for base fare. I have to pay additional taxes and fees. This is costing me $750 and leaving me with $600 credit. I can't imagine this is legal either

  Business response

  10/07/2021

  Business Response /* (1000, 8, 2021/09/10) */ Dear Mrs. Sietala, Greetings from Copa Airlines. We are contacting you in response to your comments received through The Better Business Bureau where you mentioned that your credit will only cover the fare base of your ticket and you will have to pay for the taxes. It is correct, the voucher value will only be applicable to the value of the fare. The passenger will pay taxes. https://help.copaair.com/hc/en-us/articles/XXXXXXXXXXXX-How-can-I-use-my-travel-certificate- If you paid any agency fee, this is not received by the airline. Sincerely, ***** ***** Customer Service Customer Experience Copa Airlines Consumer Response /* (3000, 11, 2021/09/12) */ ***Document Attached*** Hello, I have payed double for taxes and fees to my flights to Costa Rica. I purchased tickets through Expedia paying airfare, taxes and fees. The total I purchased was converted into vouchers for Copa because of cancellations due to Covid. I then am only able to use these vouchers to pay for the ticket fare. I have to pay taxes and fees again. I am paying these taxes and fees twice. The airline or the airport or whoever collects these taxes and fees received my money twice. Please see the attached information. I paid 520.24 in taxes and fees to Expedia and I am owed a USD refund of this. I understand that the voucher can only be used to pay the fare, but it can not be legal to collect taxes and fees twice. I have attached the initial Expedia information and one of my ticket purchases. Please, please, please look into this. This is unfair and it is a lot of money. Thank you. ******* *******

• Initial Complaint

  08/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have bought a ticket last May and flew to my destination. Once I arrived the second day I received an email that the return flight has been canceled. I had called Copa Airlines for 6 days and the employees keep telling me that is not correct. Finally, they figure out that the flight had been canceled and my option is to stay for one more month until their next flight leaves or file for a refund and buy another ticket to return. I filed for a refund, I have at this point only 2 days to buy a new ticket because they couldn't figure out that the flight had been canceled more than 1 week ago. Means a higher price. I filed for a refund on June 4th. I have been calling many times and they keep telling me that I need to wait for the refund(2 months and 1/2). Every time I called the change the waiting time. This looks like a scam. The customer service cannot transfer me to a supervisor and they said they cannot do anything about it. I need to pay my credit card. Reservation code: ******

• Initial Complaint

  08/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchase a ticket for Copa from Bogota to Panama and then SF. Unfortunately, the airline, for some reason, changes the last leg and never emailed me or reached out to me regarding the changes. So, I made a call to confirm some information, and that is when they gave me the update that they have canceled the leg from Panama to SF. When they gave me the option for cancelation due to their company changes, I decided to take it since the other option they had was too much for a 70-year-old individual to take. However, they are now telling me that the refund will be optional, and we may not get refunded even though this was all due to them canceling a flight. I want a refund. It is ridiculous that they made changes to the a flight and do not give me fair options.

  Business response

  09/30/2021

  Business Response /* (1000, 8, 2021/09/08) */ Dear Mr. ****** *********: Greetings on behalf of Copa Airlines. First of all, we deeply regret for not being able to provide a more expedite answer to the message received back on August 23, 2021, through BBB platform. Due to the fact that you haven't provided your travel information as booking confirmation code, ticket number and flight dates, we haven't been able to check your information in our system. We'll remain attentive to your reply. Thanks for choosing Copa Airlines. Cordially. **** **** Customer Care Customer Experience Copa Airlines copaair.com Consumer Response /* (3000, 10, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not receive a request to provide Copa with the detail they are referring to, below is the info. Name - ***** ******* ******* ********** Conf ****** # XXXXXXXXXXXXX Flight Departure CM 534 & CM 382 9/7/21

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see attachment "doc2" for explanation.

  Business response

  09/27/2021

  Business Response /* (1000, 10, 2021/09/10) */ Dear Mrs. ****** ************: Greetings on behalf of Copa Airlines. First of all, we deeply regret for not being able to provide a more expedite answer to the message received back on August 10, 2021, through BBB platform, due to the unprecedented number of queries and requests we have been receiving the last months. Unfortunately we haven't been able to download enclosed document in order to understand the nature of your claim or request, therefore, we'll need you to provide an explanation on the body message or send a copy in pdf or word format as a reply to this email address. We'll remain attentive to your reply. Cordially. **** **** Customer Care Zendesk XXXXXX Consumer Response /* (3000, 12, 2021/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, Copa Air refunded our flights which I greatly appreciate. However we still have a loss in the amount of $2,894.29 for the balance of our payment to the tour company Exoticca, the taxi rides, and the hotel room. Business Response /* (4000, 15, 2021/09/15) */ Dear Mrs. Maxineh ************: According to your comments, as well as for the information registered in your booking, we would like first to establish the following: * The passenger is responsible for all necessary travel documents including passport, visas, tourist cards and any other additional or special document required by law or regulations in force in the countries of departure, destination or transit. Take into consideration that some immigration regulations require for Copa Airlines to ensure that all passengers who are not nationals or legal residents in the country where they are traveling to have a means of transport to leave the country (depending on the authority and its law). * Through our website we facilitate preliminary migratory information for our passenger to be aware of, but it is their responsibility to be well informed of any other necessary document or information which is needed to depart, transit or enter a country. https://www.copaair.com/en/web/pa/immigration-requirements According to above explanations, unfortunately, we can't respond in a positive way to your request. We regret we can't fit your expectation this time and we hope you can understand that it is not a lack of concern on our behalf; however, these policies are in place to provide all of our passengers * consistent service. Cordially. **** **** Customer Service Analyst Copa Airlines Consumer Response /* (4200, 17, 2021/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your quick response. To be clear we did have the required documentation. Copa did not let us on the flight because they claimed the documentation needed to be printed. This is not true because our covid test results were not printed yet were accepted.

• Initial Complaint

  08/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Hi my name is ****** ********* I had a roundtrip business class ticket to fly from nyc to cartegana on july3 -july 6 2020,because of everything going on with covid-19 I had to cancel my flight .I canceled in beginning of June 2020 till this day I have not received any refund. I called the airline and was told that the refund has been issued ,but I never got any money back. I wrote to the refund department many time ,to get some kind of proof about the refund and got no answer. I canceled many tickets with different airline because of the pandemic and received all my refund except from this airline. I wrote to customer service to file a complaint and at first a representative of the airline answered me and I was told they would look into this situation and get back to me shortly ,after more then 4 months of me exchanging emails with the airline ,they just stopped answering all my emails and still no refund ,nothing.

  Business response

  10/06/2021

  Business Response /* (1000, 16, 2021/09/10) */ Dear Mr. *********. Greetings on behalf of Copa Airlines. We hope this message finds you well. Please accept our apologies for the delay in our follow up and with the refund receipt of your ticket. As explained by my colleague Karem, we depend from a response from the Finance department and they have yet to provide us with the refund receipt. In the meantime is it possible you share with us an updated billing extract that does not reflect the credit. We appreciate your understanding and cooperation in this regard and remain attentive to your reply. Cordially, *** ** ****** Customer Service Analyst Customer Experience Copa Airlines Consumer Response /* (3000, 18, 2021/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't except there response ,because at this point I have been waiting for a refund for 1 year and three months. And the only thing I here from representatives of copa airlines is they are waiting for the refund department and then they stop responding for months. This is unheard of. Not one airline made me wait this long ,how much longer should I wait. Or is the idea that I will eventually give up and forget about the refund ,that won't happen.

• Initial Complaint

  07/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a flight from SFO to SXM for 10/15. Original flight is that we fly from SFO to PTY on 10/15 with a connecting flight on 10/16 from PTY to SXM. Copa changed our flight to fly from SFO to PTY on 10/16 with a connecting flight on 10/15 from PTY to SXM. That's not going to work. I requested a refund on 7/16 using Copa's refund form and have not heard from them or a confirmation that they received my form like it says on the website. I have tried to call several times but all I get is a busy signal. I originally purchased through Travelocity but Travelocity says I have to request the refund from Copa. Copa is holding up our funds to move forward to purchase another flight.

• Initial Complaint

  07/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Booked a flight with Cheaptickets.com to fly with COPA Airlines in December of 2020, they took my money and then cancelled all flights, Itinerary# XXXXXXXXXXXXX, I asked for my money back so I could fly with another airline and they said due to their policy, they can't refund my money. Refund request: S-XXXXXXXXX. They gave me a credit that has to be used by September of 2021 (Less than a year to use it) and they will not transfer the credit to anyone else but me. I am not flying and they are not refunding my money, which means they will keep my money to fault of my own. These business practices are wrong, they take all the power from the consumer and leaves me feeling as if they stole my money.

*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. ↩