ComplaintsforCopa Airlines
Airlines
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Complaint Details
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Initial Complaint
07/15/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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.***********************Initial Complaint
07/10/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased airline tickets for me and my daughters to travel to ***** in May 2023 but I was unable to go due to severe medical issues beyond my control. I have emailed and contacted Copa airlines customer service and sent verification from my medical physician but Copa airlines has refused to refund me my monies or even acknowledge my concerns.Initial Complaint
07/08/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
*Issue: Luggage damaged during flight from ********* to ****************** Baby Backpack was dented in multiple places, and large amounts of oil spilled on the backpack.*Copa Response: Agreed to credit me with $150 via phone and email for the damage. *Current Problem that I am requesting assistance resolving: Copa Airlines has yet to credit my bank account or credit card, and it's been over five months. **************** support can not resolve the issue over the phone with a promise to have someone call me back within two weeks, but no one calls or leaves a message. I emailed Copa on the thread that promised to pay me multiple times **************************************************************************************** and I am still awaiting a response. Booking Details:I booked through travel points from ********** rewards.Flight Booked Dec 4th, 2022 Flight Info when luggage damaged: Data from Chase booking and points website Return Flight flight from ********* to ************* (Layover in ***********)Airline reference number: BSKCDS Agency reference number: OJU927 Upon arrival at ***, I asked a COPA agent for assistance, and they said I needed to file a complaint via Copa's website.Feb 10th - 13th - Called Copa customer support multiple times and filled out an online form for a damaged luggage refund. Feb 13th, 2023 - First response from Copa via email confirming receipt of my request: Ticket # ******* - email suggested that I go to attached links for refund assistance.Feb 18th, 2023 - 2nd response from Copa via email confirming receipt of my request with ticket# ******* - Email suggested the same and provided the links I used from the previous email on Feb 13th. Feb 18th, 2023 - 1st response (request #******* was updated) said, "Copa does not handle fragile bag tags on the airport counters, as this type of non-conventional b baggage is checked under a disclaimer." They did say they would, however, give me a travel credit which later was promised to be given to me in cash.Initial Complaint
07/07/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
05/26/2023 Confirmation number #ASF45Z cancelled flights, a couple times of wrong flight with united and delta on info when showing up at the airport, no ticket number. Lost baggage when Bags were checked in but apparently was wrong flight info. Had to buy clothes and hygiene products while my luggage was retrieved in ******. missed out on hotel that was paid for, missed work for this trip, rental car that was paid for and family reunion trip that had been planned in October 2022. I'm going to be sending a demand letter through the mail which is attached.Initial Complaint
07/06/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Originally I bought a flight to Panama 6/24/22, to flight out 7/20/22,for a ****** Relocation Tour, but due to political issues (strike), my tour was canceled. I called Copa Airlines and explained the situation and at that time I was told that I had a year to use the ticket. I initiated a call to Copa Airlines customer service on the 6/21/23 to changed my flight to ****** for August 18, 2023, I was not able to travel before that due to my financial situation. I am a senior single woman on Social Security, working between 10-15hours a week to support myself. It took me quite sometime to save the money and re-book the Relocation tour, and I was under the impression that I had until June 24th to book my flight again, not travel before June 24th, as that was NOT explained when I fist called your airline. I truly believed that I had a year from July 20th, not June 24th to use my ticket. I truly can't afford to buy another airline ticket as It took me almost a year to save to re-book the tour. I am not asking for anything free, I paid over $600.00, all I am asking is to book a flight or issue a voucher/refund. Copa Airlines responded declining the request. They are planning to keep my money and get away with it.Initial Complaint
06/26/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Copa Airlines allowed someone to enter my ConnectMiles account, change the email address, and then steal miles. I called multiple times, attempting to rectify the situation. They have not done anything. I have tried to submit a complaint online, but their system is not accepting any complaints. Whomever stole my miles and entered my account was able to purchase tickets. When I spoke to Copa **************** on the phone, they told me that they would freeze the account and that I would get an email with information about my complaint. I never received an email, and the email on my account is still incorrect. The customer service has referred me to an online portal that is not working. I need this to be fixed immediately. I can't understand how my account could be changed and miles used without any check.Initial Complaint
06/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My mother and I purchased tickets back on March 16th, 2023, for a trip to **********. My mother experienced a major issue which eventually had her enter hospice care. I was provided a letter dated May 22nd by the providers for the hospice care with points of contact. I cancelled our flights back on May 18th and never received confirmation for cancellation. COPA states that this was a non-refundable ticket which I wasn't aware of and will not refund my mother's portion of these tickets. They say we have a year to use flight credit. They stated that they want a medical certificate indicating that the passenger is in a critical condition to authorize the reimbursement of the ticket. This violates HIPPA and I'm not able to provide my mom's medical condition to an airline. The letter from the Hospice provider provides contact information for those familiar with my mom's condition. They are welcome to contact them if they require something from them. I'm very disappointed how this airline handles these sensitive situations for their customers.Initial Complaint
06/09/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The flight was cancelled after keeping the passengers for 3 hours in the plane. I submitted the refund request immediately and its been almost 2 months already - still no refund and no response from the airline.flight CM227 and CM759 on April 16 2023, order ID BPAN0J ticket price $432.85 + bag fee $50 = total for refund $482.50Initial Complaint
06/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased 2 tickets with flight insurance on 3/30/21 on Expedia. Soon after, I had my tickets transferred to Copa. Come 9/1/2021, I find out a few hours before my flight that I was denied access to my destination. **************** did not cover me. I requested a refund through Copa who told me that Expedia had control of the tickets. I contacted Expedia who then told me Copa had control. I went back and forth with both denying control. In the end, it was Copa who had control. When they finally admitted it, it was too late to get refunded. I proceeded to request vouchers as my only option but made a complaint that I deserve a cash refund. They took so long that when I finally found out I had vouchers all along.. because NO ONE told me, it was too late to use the vouchers unless I paid $600 late fee. After a year of fighting for a cash refund they finally approved it and verified my info. Couple months later and still no refund. I called them again and they requested more documentation. After providing everything they asked, they continued requesting more ridiculous documentation and jacking me around over and over for many more months. Mind you, I was already approved of a refund and told multiple times they didn't need any more info and the money will be refunded in 60 days. Then when it didn't show up they said they were waiting for more documents from me. There's been countless calls, several email conversations, and several escalations for the refund department and I still have not received my refund. Fast forward to today, the card that I used to purchase the tickets is now expired as of this month and they are now requesting my bank to send a piece of paper with all of my expired card information, all of my new card information, and my ID before giving a refund. My bank will not do that because it's personal information and I have to walk into the branch to get that piece of paper. I do not live anywhere near that bank so it's not an option. Please help.Initial Complaint
05/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Hi. I paid to upgrate my Mothers seats on two flights. When we went to check in she still had the old seats, we complained there at the airport, I called Copas customer service (complain number: ******** and all that they said was that the flights were full and they couldnt give her the seats that I PAID on Friday Night. So, we paid for a service that wasnt delivered.Her seats should be: San francisco- ******* 11E ****** - Rio: 21C Trip code: BPH0IO She traveled on these seats:San francisco- ******* 21B ****** - Rio: 21C Just a note: the same seat that I PAID was given to another person as an upgrade. The person was on the upgrade list and I saw the seat was given to her. Shame on Copa Airlines! We cant trust this company!
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Customer Complaints Summary
155 total complaints in the last 3 years.
36 complaints closed in the last 12 months.