ComplaintsforCopa Airlines

• 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

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On August 31, 2023, we received confirmation from Copa airlines that we would receive $1,191 in credit value for a canceled flight, so long as we paid the airline $300.10 in order to receive flight credit for what was, initially, a non-refundable flight.We called more than a dozen times in November and December to use that flight credit for a Copa airline flight. We were given a variety of reasons that the flight credit could not be used, including claiming that we purchased the previous flight in 2018 (which was not true; we purchased the prior flight in August of 2023). On December 11, a Copa airline representative informed us that we could use the credit to purchase an economy plus flight from ***-***, from 3/04-3/09, if we paid an additional $440 fee. We purchased the flight over the phone and paid them the money.For the following month, the airline refused to send us confirmation of the flight. We called repeatedly seeking confirmation, and eventually, they refunded us $440. Since the day we bought the flight, we have called Copa about 10 times to request confirmation that we successfully purchased tickets. Each time, they assure us that confirmation is pending, and that we will receive the ticket in a matter of hours or days. We have still received no confirmation of our ticket. Further, I emailed the airline, to the address from which they had previously communicated to us, on December 12 to inquire as to where our confirmation was. I then emailed the address that Copa provides for customer complaint, on December 30. I still have not heard back. We are still out the cost of the initial flight, as well as the $300.10 fee to receive credit in August. We paid the $300.10 in order to receive flight credit, and the airline now will not allow us to use that credit.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On December 31, 2023 I boarded a flight from *** to *** via PTY and was denied entry into Colombia due to a **** issue and was scheduled to be returned back to my point of origin. However upon doing so my bags were lost and did not arrive on my return flight. In addition instead of being returned back to CUN, agents at PTY attempted to divert me to *** since I am a ** citizen. Which made absolutely no sense, and I am of the belief that this was done in malice. After speaking with another representative I was redirected to *** to which I then purchased a new ticket and returned to MDE from ******* PTY. Due to the delay of my bags I was unable to return to MDE on 1 JAN **** but was forced to wait an additional day which caused me to incur out of pocket expenses and delayed business meetings that I had set on 2 JAN ****. As a result I would like to receive compensation for my flight and the extra expenses I incurred since my bags were not received on time. I am seeking compensation or travel credit in the amount of $600.00

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I booked tickets for my wife, my infant son, and I to go to ****** with Copa Airlines in July 2023 for 10/19/23, reservation BSLV2G. We were in ****** with my family during the October 7th attacks and were still suffering from significant trauma before the trip to ****** so we tried to cancel but they wouldn't let us. We obtained doctor's notes and they still refused. After much back and forth we were given a credit for the trip that had to be used by July, one year from the original date we booked tickets. We then tried to rebook today for a trip in March ****. First I was told we had to pay a $250 fee per person to rebook. When I reminded them that this had been waived when we initially canceled the flight they then told me that the price for flights is different for rebooking than for a first time booking and it was an extra $350. After a three hour phone conversation during which I was hung up on and they also repeatedly told me they would let me speak with a manager, they then told me it's a $465 price difference, not $350. I travel a lot and I've never seen anything like this before; I've never heard of a rebooking fee or a price difference for rebooking a flight. Furthermore, the initial interaction with them regarding canceling the flight is absurd; we had literally left a war zone one week before we were supposed to take that flight and they were aware that most of my family and friends are fighting in the war. We would like a full refund.

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Last December I scheduled a plane ticket to *********** from JFK. The airline # is ************* and ****. The ticket was scheduled to depart January 4th to January 11th. On December 10th 2023 I spoke to Expedia in regards to the ticket, they stated I had until December 17th to use the credit. They also stated that I would have to speak to someone because I am being charged 150 per person to use the credit. I stated that it was due to a medical reason, the reason as of why I was not able to fly. I provider my doctors name and number that can cooperate the story. My doctors name is *************************** phone number **************. I think that it is unfair I am being charged money for a medical emergency. I contacted Expedia to utilize the credit but they stated that the credit expire on December 14th- when it really expired on December 17th. I would like a fair consideration on this case.

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