ComplaintsforCopa Airlines

• Initial Complaint

  11/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am attempting to receive a refund of my flights that I purchased less than 12 hours ago. This is due to their 24 hour cancellation policy that they state on their website. Their cancellation policy states that this applies to both refundable and non-refundable tickets as long as you cancel before the 24 hours. The lady on the phone when I called customer service today at ******* EST (Nov 5, 2023), hung up on me after telling me she cannot cancel my flights. My order # is AA5STI

  Customer response

  12/05/2023

  Gave me a refund after emailing them instead of using their customer service phone line. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought 4 flights tickets for my family from ****,****** to ********* but at the airport they couldn't aboard the airplane cus the people from the airport said that they needed a transit **** ,so I asked to copa airline for refund and waited 21 days for a positive response but they did nothing about my situation ,please I need cus I'm loosing almost $6000 for this flights tickets

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  *********************************************************************************************** Tuesday, October 31st, 2023 V.I.P. Corporate Executive COPA AIRLINES Avenida Principal y ********************* ******************************************************** ************** Regarding: Very Serious Complaint!Dear Copa Airlines Executive:Good morning or good afternoon to You!How is your day today in sunny *********** Ste, ****** and/or wherever else You are in the World?My day could be going much better, thank you, except due to the Fact that back on Tuesday, October 31st, 2023, I did NOT have a very good travelling experience on both of your Flights, Period!What A Major Disaster!The First Flight Was: Flight CM 498 going from SCL to PTY which left on Tuesday, October 31st, 2023:Firstly, the Airplane did Not Leave The Ground For Almost (30) Minutes. I have Never, Ever Waited That Long For Takeoff With Any Airlines In My Life!Secondly, I was placed in the Very Last Seat where there were Only Two (2) Available Washrooms throughout the Flight For 200+ People!Note: That is Very Unfair, Unsanitary and a Health Hazard to say the least!I have Never been on a plane where all or most of the passengers are Forced To Use Only The Washrooms At The Very Back Of The Plane and there are No Extra Available Bathrooms Near The Front Of The Plane!Are You That Serious?How Unethical Is That?Gross!There Was A Constant Waiting Line During The Whole Duration Of The Flight!Moving Right Along: The portion of my meal which was Pasta Was Quite Small and so was the Salad!Now Let's Talk About The Second Flight Which Got Even Worse!Second Flight: Flight CM 448 from *** to *** leaving on Tuesday, October 31st, 2023:The USB Hole For Charging Your Cellular Phone Was Loose! Not Cool!Below The Monitor/Screen, You Were Missing The Ledge Used To Hold Your Cellular Phone In Which The Previous Plane Had It!The Compartment In Front Of The Seat Was Broken With My Stuff Falling Out During The Duration Of My Flight!

• Initial Complaint

  09/27/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I made a reservation on Copa airlines. The payment went through, but then a refund was issued a few minutes later. I dont know why the airline refunded me and canceled the trip. I saw the charge and the refund on my credit card online account. Please reinstate my trip, charge my credit card, and re-assign the seats that I paid for an upgrade thank you.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We flew back on COPA flight number 335 from ***** to Panam connecting to ******* ***** on September 16, 2023. The flight was 40 minutes late taking off from *****. The COPA personnel assured ** the connection would still be done, but they lied, because by the time we reached, the connecting flight to ******, it had already taken off leaving us stranded. Having not been offered ************ of a shuttle within the airport we had to walk through kilometers within the airport, twice, with our carry-ons in Panam to reach another gate. COPA personnel put us on the next flight on Sunday and overnightted us in a hotel. The shuttle that picked us up from the hotel dropped us off on the wrong terminal because the driver assumed we were flying on COPA again instead of the actual flight with United. During the COPA portion of the flights our luggage suffered irreparable damage , the wheel was busted off our hard case $300 large suitcase. I need to be refunded for the portion of the trip which made us miss our connecting flight and for the damage to my luggage.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In March 2023, we traveled with Copa Airlines but faced an unexpected medical situation, requiring my wife's extended stay, as recommended by her doctors. On April 12, 2023, we contacted Copa Airlines to change her return date, aware of associated fees. Initially, they quoted an additional $283 for the fare change and offered to waive the ticket fee with a medical letter, which we provided within 24 hours. However, Copa Airlines later rejected the letter and demanded more information.To our surprise, they significantly raised the fare by $1,000. This made us opt for a one-way ticket with another airline. We asked for a refund of the unused return ticket, but Copa Airlines refused due to their non-refundable policy.We suspect deceptive practices, with Copa denying the initial medical documentation, possibly to increase fares. They accepted the same documentation to waive the ticket fee but unjustly denied it for the refund.Despite multiple attempts to resolve this, Copa Airlines remained uncooperative. We kindly request BBB's assistance in investigating and mediating this dispute. Holding Copa Airlines accountable for their actions is crucial.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Account Ending In ***** Reference Number: D-******** Business Name: COPA ************************************ Amount: $1131.30 Transaction Date: May 26, 2023 I boight tkts for my wife and daughter on May 26th, that we immediately cancelled because there was a flight with 19 plus hours layover. When we spome with Copa they said we were on the 24 hkur window ti cancelled and that we will get the money back. The mo ey never came back to our credit card so I called Copa and they said they were not able to return the money but instead they will give us a credit for future use. We then tried to use this credit but it was never given to us. At this poi t Copa is not retirning the money or giving us a store credit

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased an airline ticket round trip on an international flight from ******* to Colombia with connection flight in *********** for the amount of $549.15. On my return date 8/13/23 the airline had changed flight and gate information without informing me in any way. This caused me to miss my connection flight returning to *******, ***. Not only did I miss my flight but I had to fight for them to put me on another flight that only brought me to *******. I also had to spend an extra $271.90 on the ticket from ******* to ******* and on top of that my luggage did not make to my final destination as Copa Airline had promised. I waisted hours at the airport I am still waiting for my luggage to arrive?! I called their customer service line and was told I had to file a claim on their website if I wanted to locate my luggage or get any type of compensation. This is totally unacceptable and shameful! I expect a refund in the amount of $822.05 for what I paid for and DID NOT RECEIVE! Case Number: *******

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Good morning Mr., ***************************,I am forwarding this email response regarding dissatisfaction with my outbound flight to *********** on June 10, 2023. It has been 59 years since I returned home and upgraded my seat to business class to have a memorable and pleasant experience with your airline. Can you please be empathetic to me and my sister ************************ ordeal and consider a partial refund or give us a voucher to fly on Copa Airlines again whenever the opportunity arises? The three service dogs in first class made ********************* unbearable. No one informed us that three service dogs will be boarding the aircraft to find out if we had any pet allergies, which is alarming due to potential health risks. Please feel free to interview the flight attendants on board the aircraft regarding my complaint and the passengers disobedient to rules and regulations regarding dogs occupying seats on the aircraft. The flight attendants had multiple conversations and threatened to remove the passengers from the aircraft if they continued to allow the dogs to occupy the seats to no avail. Your flight attendants delivered exceptional customer service despite everything that was happening and I wish all of them continued growth and success with Copa Airlines. Feel free to contact me if you have any questions or need additional information. I look forward to hearing from you soon.Best Regards,*************************************************** ************ NO RESPONSE FROM ******************************* OR HIS MANAGEMENT TEAM SINCE JUNE 26, 2023. THIS IS UNACCEPABLE BEHAVIOR FROM FLYING COPA AIRLINES FOR THE FIRST TIME.

• Initial Complaint

  07/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Urgent: Terrible Experience on Copa Air Flight Dear Sir/*****,I am writing to express my utmost dissatisfaction with the recent flight I took on Copa Air. In all my years of flying, I have never encountered such an appalling experience. The to top it all off, our 3 luggages went delayed.As a frequent traveler with over 100 flights under my belt, I can confidently say that this was the worst experience my family and I have ever had. We had high expectations for Copa Air, but unfortunately, they were completely shattered.Furthermore, I must highlight the lack of promptness in resolving our missing luggage issue. Despite being assured that our luggage was in close proximity and would be promptly delivered, it has not yet been returned to us.Given the circumstances, I kindly request that you arrange for our luggage to be delivered to the our home address where we are currently staying as a matter of urgency. The inconvenience caused by this situation is simply unacceptable.Rest assured, I am prepared to share this dreadful experience with a wide audience, as my spouse is a travel YouTuber with a substantial following. It is crucial for Copa Air to address this matter promptly and adequately in order to preserve its reputation.I expect a swift response and a satisfactory resolution to this matter.***********************

*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. ↩