ComplaintsforCopa Airlines
Airlines
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Complaint Details
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Initial Complaint
02/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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. graciasInitial Complaint
01/31/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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, 2024Initial Complaint
01/22/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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
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 $600.00Initial Complaint
12/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
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.Initial Complaint
12/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased the shorts flight available in March to Colombia for the 18 of Diciembre of 2023. I have been planning my trip since March of this year and reserved a car for when I arrived. I found out on Monday that my connecting flight was changed and I was not going to be able to make it because I was arriving to ****** at 8pm and the connecting flight was no longer at 9 but was moved up to 6. I spoke to Just fly and had to move my destination to ********. So I contacted my car company that I was no longer landing in ******* but now in ******** and was informed that there were no cars available. So when I spoke to Just fly and Copa Airlines that I have to land in *******, because of the car. They are now charging me to change my flight. So now I don't have a car for my trip, because of a mistake that they made!Initial Complaint
12/11/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Starting on June 26th, 2023 my family and I were to take a vacation from our home in *********** to **********, Curaao. This trip/reservation included three people. Our flight was delayed due to operational issues in ************* from *** to *** UA **** (COPA ****), so we missed our connection in ***. We rescheduled with COPA for a flight from *** to PTY (CM362) for the next evening at 10 pm and then onto a final destination Caraco CM288 arriving a day late. Meanwhile our luggage and child seat went to baggage in the International terminal since it was already transferred. We did not have our clothes, toiletries, child safety seat, etc. When we arrived at the airport the following evening and checked in for our new flight June 28th CM362 to PTY the COPA agent said we did not have seats. I showed her our itinerary for that flight and she sent us to United airlines for help. We had to travel to several terminals with our child, and United was unable to find our reservation in their system as well, even though I showed them the confirmation we received earlier that morning. We were told by the ticket agent that we were marked as "no-shows" by COPA even though we worked with their customer service. To date, we have not received any compensation from COPA. Both United Airlines and COPA blamed each other for any problems. At this point, we lost $3,876.91 for our vacation package. That amount included airfare, lodging, and car rental while in *******. We lost out on approximately another $700 on deposits, travel to and from the airport (6-hour drive one way), hotels, gas, food, parking, luggage, etc.Initial Complaint
12/11/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On Saturday, November 25, I purchased round trip tickets through Copa Airlines to ****** for a funeral- in the amount of $974.60- less taxes and other fees. Copa Airlines policy states that modifications to your flight is allowed, once its less than 24 hours. Approximately 4 hours later, after booking the flight, I called to change my dates, as my family in ****** made final arrangements for the funeral. When I called, I was able to change the dates to what I needed, however, the price of the round trip ticket now totaled $480.60 -less taxes and other fees. When I inquired about a price adjustment, I was told as per their policy, the tickets are non refundable. I explained that I am not looking for a refund but instead Im requesting a price adjustment of/about $500 because after the date modification (within the 24 hr. period) the ticket is much less. After much run around the final determination from ***************, a **************** Analyst, was that I was not entitled to a price adjustment. In her email, she also stated that as per their policy, any modifications a possible fare difference fee would be applicable. This is clear to me had it been the other way around, they would have collected more money from me. But in this case, because I modified my dates and the dates were lower, they will be keeping my money. I do not feel this is fair. This is injustice and has to be somewhat illegal. I am asking you please, for your help with this matter. I have email correspondences for your reference. Thank you in advance.Initial Complaint
12/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I had a problem with my luggage when I received my luggage was broke, and they told me that the supervisor would come in 1 hour in order to help me. They told me that to mention ******** who is the supervisor in charge.
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Customer Complaints Summary
155 total complaints in the last 3 years.
35 complaints closed in the last 12 months.