Copa Airlines
reviews and complaints

On Wednesday January 10th , 2025 Boarding pass and email we got say that gate closes at 11:55 am .

We arrived at the gate 11:40 am and they said it is already closed and it is our mistake that we were not here 1 hour earlier.

We only had a carry on and we already did online check the night before.

Also, they did not offer any other alternative solutions. They said they have no other flight and nothing they can do for us.

Deborah Kay Broce ATRWOP, e TICKETS, Flights CM357 IAD to PTY 9:34 am ,

June 8th, and CM443 June 12 PTY to IAD at 9:15 am.

We arrived at Dulles in the COPA check in line at 6:20 am this am June 8th, the clerk at the check in register said our payment did not go through and we had no reservations. This was after a 20 min delay to have a supervisor check into it.

I explained to her that I had receipts for payment for the tickets, receipts for payment for seat selections and I had continued to get updates on my flight status over the last few days. At 6:35 am i had an update that gave me an option for seat selection and I confirmed that our initials were on our purchsed seats of 7A and & 7 B. She refused to look at any of my documentation and correct what was apparently a computer error about our tickets.

I continued to receive flight status updates and boarding gate etc. I received a welcome to Panama update on my flights arrival in Panama. THEN I GOT A NOTICE OF CANCELLATION . I contacted Expedia who says that CO{PA cancelled the ticket because "WE FAILED TO SHOW UP" THAT S A BOLD FACE LIE , I HAVE SEVERAL WITNESSES , THAT WE WERE THERE TRYING TO CHECK IN BUT THE CLERK WOULD NOT LOOK AT MY COCUMENTATION OF PAYMENT AND TICKET PURCHASE.

!@! WE WANT OUR FULL TICKET PURCHASE OF $1306.30, AND MY HOTEL REFUND IN PANAMA OF $506.00 AND THE MARRIOTT IN Herndon OF $247.84, AND $350.00 FOR OUR ASSEMBLY REGISTRATION AND $10000.OO FOR EMOTIONAL DAMAGES OF SCREWING US OUT OF OUR VACATION AND PLANE RIDE.

DEBORAH KAY BROCE [protected].

This flight was canceled with no notice.

This last minute cancellation has cost me over $1500 in loss wages plus the airfare of $450

Also they booked a pet flight that was canceled with no notification that cost me $767.

It cost me $1700 to rebook my flights and I expect to be compensated for my time of 12 hours at the airport trying to rebook my flight back to the USA.

I will file additional complaints with the FAA for there lack of communication and basically stealing money from my account when they knew they I couldn’t fly out of Panama with a pet. Why would you book a flight charge me $767 and cancel with no notification.

April 24 I purchased a $767 plane ticket for my pet. When I got to the ticket counter I was told that my pet did not have a ticket to travel. I ask why when I paid $767 for her airfare they said that they called, I asked why didn’t they leave a message and they said my mailbox was full. That’s a complete lie my mailbox is never full. I ask why they didn’t email me and they have no answers

I ask for a supervisor which offer me flight change with a $1800 cost. They said they sent a credit but no credit was issued. I lost a day of work because I had no flight for pet. This issue caused me to miss a work day which cost me $1000.

I had to pay to $75 to change my flight and book air cargó for my pet.

Hi my name cordrl laing flight I took from Jamaica brazil with my oxgen machine was completey destroyed I can not even think it mark fragile oxgen this had been thrown around wheel broken the concentrator shaking how can I live without this my service was a disgrace business class I wasn't granted wheel chair on the plane Panama I treated so bad I have pic I need to know who buying my machine back ? No baggage number for me to make a claim number missing Laing ordered Aj4wyv gig riodejanerio how can this be thrown about now it broken I'm trying my best contact you I was told to do it online you can contact flight ✈️ I was even vomiting the whole flight treatment disabled passenger sad how am I going to go home I can't live without it

Copa cancel my ticket to POS return flight without warning

I booked a flight to Port of Spain return that was cancelled by the airline. They then wanted me to rebook the flight 3 times the price I paid because they overbook their flights. Its Carnival in Trinidad and there were no other flights available. They give me the runaround asking for statement and other documents. I finally give up and shorten my vacation to rebook the only flight available. I won't be flying with Copa again. They’re the worst airline and have the worst customer service.

NEVER, NEVER, NEVER AGAIN

I booked a flight to Peru and bought tickets under Business Full, which on their website, is supposed to be a refundable fare. I had to cancel my trip due to illness and now they are saying that they can't refund my money because it was not a terminal illness and I bought unrefundable tickets which is not true. They give me the runaround just to steal my money. I won't be flying with Copa again.

My name is Guendalina Mallard, and I was traveling from MCO to Lima with my family Steven Mallard and Kamelah Mallard on November 18th. 2022. I am one of the thousand passengers affected by the Lima airport's accident. I and my family have been stuck in Panama since the accident, unable to go to Lima. All the passengers waiting for the connecting flight at the gate were not advised on what to do, or where to go, and no emails were sent to us, other than the initial "Flight Cancelled" message. We were then placed in a hotel after waiting for hours at the airport without any communication. After that, NOTHING. The hotel was unable to give us information, the customer service didn't answer calls. We understand the gravity of the case, and the amount of online service that is required in order to answer all costumer's questions and requests, however, while some of the passengers had their seats in other planes as the airport resumed its activities, my family and I were still placed in the hotel without communication or resolution to solve our situation. As a result, we had to fly back home, never reaching the destination, and lost thousands of dollars we had spent on our vacation. We are now, kindly but firmly requesting a full flight refund from Copa Airlines. I spoke with the Copa agent, and he wanted me to speak with Expedia, and when I spoke with Expedia, they wanted me to speak with Copa. This is only confusing and not acceptable. As a result, I have opened a claim with Copa, and a Claim with Expedia. Expedia is requesting Copa to reverse the ticket to them in order to solve the case for me. Copa is not responding to my emails where I explain what Expedia needs. At this point, I am very frustrated. think the following refund policy can be applied to my case, due to the involuntary change of flight Copa imposed on me and my family: Involuntary Refunds

In cases in which Copa Airlines is responsible for the disruption of a trip due to attributable causes, for example, mechanical failure of the aircraft, maintenance, or logistic problems with equipment, you may request a full or partial refund of the ticket, as applicable.

I sent emails regarding my case to Andrea Islas, Sofia Herrera, Marvin Santos, and the Department of transportation, and I am now filling up this complaint hoping to be heard.

I bought a ticket to flight on 10-16-20, I file online to get a refund over a year ago Copa staff cannot explain to me why the delay in my reimbursement, I called 10 days ago and they told me to fill out another claim for reimbursement, I have tried to do it and I have not been able to fill out the form because it says that the ticket or the Record Locator does not exist , I called Copa again and it says that the ticket is already expired , but if it has expired it is because you have not reimbursed the ticket in due time , I am only asking for the reimbursement of my money for tickets not used due to COVID-19. I wrote you a letter on March 3 ,2022 and you provided with this number 641940 ,record locator is CSKTYZ and the tickets number is [protected] and [protected]

I purchased a few tickets to South America in March of 2020 right before Covid hit the United States. I had to cancel my flights due to obvious reasons. I was denied a refund. I was told I could use my credit towards a future flight up until December 31, 2021. I called them in December and they told me I’d be fine for 2022. I called them again in early 2022 and they I would be fine again. I called them to book a flight on Sept 28, 2022 and they told me my ticket has expired! I didn’t get one single notice via email or phone regarding this. They are thieves! Don’t not fly copa airlines. They have the worst customer service. My e credits from that trip are still good on Delta until Dec 31 2022.

On May 13, 2022, I purchased two round-trip tickets thru Travelocity, numbers [protected] and [protected] for travel by Copa Airlines from Panama City to David and then from David to Panama City. I paid $271.20 plus $70 Trip Protection.

We arrived in Panama City PTY on June 14, 2022. We asked the driver who represented himself as a taxi driver to take us to a store then to take us to Copa Airlines for our flight to DAV. We were near Tocumen International Airport but he took us to Albrook Airport. I believe it was because his fee for the trip was $30.

The driver assured us that Copa Airlines was inside the Albrook terminal. But after he drove away, a ticket agent in Albrook told us Copa Airlines flew out of Tocumen. It was too close to departure time for us to get back to Tocumen in time.

We had to buy one-way tickets to travel by AirPanama from Albrook to DAV (cost $286.34). We fully intended to use our Copa tickets to fly back from DAV to PTY on June 28th.

On June 15, 2022, I received an email from Copa Airlines stating that because of "no show", Copa Airlines had cancelled both of our return tickets. I called Copa Airlines to plead my case but the representative told me that to be able to fly back to PTY on Copa Airlines, we had to purchase additional tickets at an additional cost of $276.50.

I purchased two tickets from Copa Airlines, numbers [protected] and [protected]. I paid the $276.50 to Copa Airlines for the tickets even though I had already purchased tickets for the same flight. Bottom line, it was not my or my wife's fault we missed our flight on June 14th and were required to purchase duplicate tickets at an additional cost of $276.50.

I have filed requests to Copa Airlines asking the circumstances be considered and refund the $276.50 I paid to for the two tickets, numbers [protected] and [protected]. But Copa Airlines has basically ignored my request.

Please help me receive a refund of $276.50 from Copa Airlines.

Thank you,

Nathan Dowd

nathan.[protected]@yahoo.com

[protected]

Mein Flug am 39. Juni von panama nach Madrid und München wurde wegen Verspätung umgeleitet. Man versprach mir dass die Koffer sicher in München ankommen würden. Jetzt habe ich in Erfahrung gebracht dass meine 2 Koffer noch in Madrid sind.

Wenn sie mir das bestätigen können, würde ich die Koffer persönlich abholen. Bitte beachten Sie, dass ich für die Hin-und Rückfahrt 3800 km Fahrstrecke habe.

Bitte Informieren Sie mich sobald als möglich

Der KOFFERCOD (Barcode) lautet: order id AB2R3Z

UX1517 MUC MUNUCH

UX56 MAD

CM 384 PTY 28JUN2022

0230CM332585 und

0230CM332505

MEINE EMAIL

[protected]@gmail.com

Tel [protected]

Besten Dank für Ihre Bemühungen

Paul horvat

We never received our refund on ALL of our reservations. GSLKRK/AEGZKG

I received a phone call from a gentleman, but no one ever called me back. The refund is for Doreen Diaz Cannon and Darryl Brian Cannon over 600 dollars

Hi Ashley,

Thank you for contacting Hopper, my name is Grace. I sincerely apologize for the delay in my response. Due to current global travel advisories related to COVID-19, our volume is extremely high. Thank you for your patience with us. I've seen that you reach our Facebook regarding your refund. I apologized if you have not received an update from us.

As per the Copa Airlines policy, refund is not an option. I'm sorry to inform you bout this, Ashley. Please be advised that I have checked your booking and travel credit was issued for these two bookings (LDLMZL and HPOCJI) last June 16, 2020. Travel credit is valid until December 31, 2021.

Please refer to the following information when ready to re-book:

• Hopper Confirmation: HPOCJI | LDLMZL

• Airline Confirmation: GSLKRK | AEGZKG

• Airline Ticket Number(s): [protected] | [protected]

[protected] | [protected]

[protected] | [protected]

[protected] | [protected]

• Re-booking penalty: Change fee is waived, a fare difference may apply

Please be sure to read the following article, outlining important terms for airline future travel credits.https://help.hopper.com/en/articles/2953239-future-travel-credits

Feel free to get back to us if you have any further questions, and we'd be happy to help! Thank you so much for choosing Hopper, and please stay safe!

Grace C.

My wife was left behind for ticket manager mistake and computer had problems causing delay on boarding. I wait 23 min and I was first in line at business. Because issues with system, they had minutes to finishing boarding passengers and my wife's covid test was taking at 4pm at same time I took mine. Because this gentleman who was in charge to the check in counter in miami for our flight cm 433, was rude and screaming because he did not have time to listen to a paying customer that was flying for the first time with copas on businesses class that the date they think she took the test, was actually 4pm in florida but because the lab who did test was in california and they are 3 hours behind, the time on her covid test was different. I showed him the test time according to eastern time but because he was late to boarding passengers (not my fault, was they system), I calm try to explain to him, but he was blind and extremely nervous. Well, he didn't give us opportunity to speak and scream to me that I better go, or we both would be left behind. He then told me to go, and he will put my wife on next flight, but part of our bags was already dispatched, and we use same luggage type and my wife stayed with two to take on the next flight as he promised. Again, he did promise to me that she would be in next flight, and we pay for business class, and she will be fine be on next flight. I left on plane on flight cm433 and I had no choice. We paid $500 for driver to take us from galeão airport to cabo frio and because his ignorance, I had to pay again because this city is 3 hours away by car. Per his request because now her covid test expired, she was forced to pay$178 for a new covid test. To make matters worse, he lied to us and left my wife on airport till next day and without her medication that was dispatched with me. I am handicap and my wife has serious health problems. When she checked to boarding, he told her business class was full and gave the er a seat on back of the plane. After few hours suffering without her medication, my wife start getting sick on plane and she was rescued by flying crew who brought her to business and they took care her and she noticed that he again, lied to her, was four seats empty and again, we did pay for business. At same token, I took picture showing that the seat on businesses that supposed be my wife was occupied by another paying passenger on 3e (I took picture to proof). Now after she start feeling better, they refuse her a better seat and send my wife that was sick, back to economy even with business with four seats empty. When she arrived in panama, another mistake, he put her on a 5 hour layover, at this point she was completely lost. She went to a counter and again, they did nothing to put her on a short layover flight. Remember that our original flight was on businesses and layover was 1.5 hours. After she seat for 5 hours, again she was told no seats on businesses, and she was seated in economic class. After losing 25 hours because an unprepared manager who did not listen to one single word, we were saying make a huge mistake, our vacation was ruined. I was in cabo frio without any communication with my wife, but our transportation company got hold of her and find out that she was going to be on flight arriving at 12:45am they couldn't drive her to final destination because was very dangerous. So now my wife that was already sick, had to wait till 5am (daytime) so transportation company could drive her for 3 hours and finally get her medication. My wife spent 25 hours between airports spent a full day at 5-star hotel sleeping recovering from all this trouble created by your poor trained manager in miami. We start feeling better and tried to enjoy our vacation that was actually an emergency family visit trying to get in time to say fairwell to my uncle who is cancer terminal on advanced stage. We got early on the 28 because our flight was on the 29th but again, this manager, put my wife on a different flight and again she was going to be left for hours in panama without me. She is legally my caregiver, so you know, again, I am handicap. We spoke with elizabeth (check-in manager at galeão airport, explained all we went through with copas, and she told me everything will be ok. She saw the mistakes and actually she founded that the manager in miami, booked my wife flight separate once again and she was going to fix. We requested an upgrade and I offered to pay because they took her out my reservation and only me was approved for business. Elizabeth told me business was full but did change my wife to my dear and I went to economic class based on her health issues we thought was the best decision. I offer to pay again for business to be next to my wife, but elizabeth guarantee me was full. When we noticed business had again four seats empty, I request flight attendant to contact elizabeth because she was there, and I showed her that seats were empty and again I asked her to let me stay with my wife but was denied and she saw her mistake. We flew separated but stewart saw our dilemma and allowed me to bring her medication and kept eyes on my wife. The crew from flight cm441 was amazing and is not at fault but my godfather is the ceo for tap airlines and I know is not possible to change seat class after doors are close. They are not at fault but again, another manager lied to us. At panama, I waited about 45 minutes and they tried to put us on a 5- or 6-hours layover flight, that is when I showed my health condition and customer service offered to send us to a hotel but was to late, I ran out my medication and I told customer service in panama airport to take me to a hospital instead hotel. The agent then make call and found way to put us on next flight to miami about 1 hour later, I again asked for an upgrade that I paid for but was refused. I flew economic, business and first since moved to usa in 1988 and necer experienced anything like that. I am preparing a letter to your corporation and post moments on video and pictures, but I will wait till here from your company how so many mistakes happened with same passenger and on 4 of 4 flights with you guys. I need to return to brazil in july, and I am very scared to use your airlines again. My whole family flew with copas, they been using copas for 5 years and warned me for some issues, but I thought was just delays. I was wrong. So please have someone from copa airline to contact me on my email [protected]@hotmail.com or my phone [protected]. I do have documentation and videos for all that I ate here.

Maria Cristina Cannon
Ticket#[protected]
$632.55

I bought a ticket in 2020 that was cancelled by the airline, waited almost a year to get credit for it and when I finally got the credit this was to expired in December 2021, I wrote many emails to customer service trying to get them to extend the expiration since traveling in 2021 was not an option for me.
Finally in mid December they extended the expiration until march 2022. Now I been trying to find a ticket to use my credit of $632 and all the tickets no matter what day of the week are plus $700 or plus $900 which is ridiculous, all I want to do is able to use my credit or get a refund. There is no way that I can afford to spend another $700 or $900 for a ticket that I already paid with my hard earned money. Help please!

I have been waiting for the refund I was promised for six months!

Completely unacceptable.

Due to covid, I had to cancel my ticket in July 2021. They promised me a full refund of just over 800 Canadian dollars. I have not seen a penny.

I have filled out all the right forms and waited. I emailed the refund email. More than once.

I need a new contact to send my info to, to get some help. I cannot wait anymore. After seeing other reviews I see that this happens often. Legal action should be taken. They have stolen from us.

According to their policy thats on their website. Infants pay 10% of the adults ticket so that they can travel in their lap.

They are trying to charge me $190 for the fee when my ticket was $215. How the hell is that 10%?

Call customer service they didnt help. Employee Laura Castillanos couldnt explain why I was being charged the $190 pretty much said it was it is and that there is nothing I can do to change this. Supervisor was supposed to get on the line to address this but kept me waiting for an hour and 30 minutes on the line and never picked up the phone

Have been waiting for 14 months for a straightforward refund request. Asked for the refund in August 2020 for a trip that was supposed to be in March 2021 but which we had to cancel. They have been telling me for months that it is in processing. Worst service ever. I simply want to get my money back. My ticket number is 359760.
Sonia Atton
Sonia.[protected]@hotmail.com

Copa Airlines screwed my business class reservation and caused me to miss an important business meeting. I then blew a thousand bucks making new plans and paying for hotel rooms on two continents. They told me they would refund me but that was 4.5 MONTHS AGO. They continue to blow me off, but they did offer me a $50 voucher on my next flight. Yah, right! Stay away from Copa!

I arrived at the airport around 7:15 am for my 10:25 flight; I talked to the person at the Coved papers checking line. I told him I have a first class ticket, he said I still had to wait in this line. An hour and 15 minutes later I arrived at the man checking the Covid test papers, then he told me my papers were incorrect to fly. Now this part might not be your fault, I went to CVS MinuteClinic pharmacy and filled out the application for "LumiraDX Sars-COV-2 Rapid Result Antigen Test for Travel". I am not a doctor or a Lab Technician how in the world am I supposed to know it was the wrong test? So they told me there was an Covid Xpress check in the airport, they could not tell me where it was, I dragged my luggage around the airport until I found it. They charged me $225.00 for the test, which is robbery. Dragging my luggage around with a bad leg and the mask on I almost passed out the room was spinning and I almost went down, but I made it back to check in 15 minutes before my flight went to first class check in and they waited on the people from Economy side first. I complained at the counter and the girl yelled at me for not having my PCR test, but I did just didn't know that is was wrong. She told me I should of known that it was the wrong test, Then she tells me I should of gotten Vaccinated. She is not my doctor or a healthcare representative. She has no right to tell me to get Vaccinated. The treatment I received at check was very bad and insulting. You need to put on your website exactly what PCR test are acceptable and recommendations of where to get the correct test.
I did not have time to relax and eat my breakfast, plus I have a bad leg there was nowhere to put my luggage I pulled my luggage up and down 3 flights one end of the airport to the other end, rushing around like this with the mask on and a bad leg, I almost passed out from lack of oxygen.
Also paying first class prices and only serving potato chips, nuts and pretzels in the first class lounge is not worth paying the extra money for first class. I was treated worse than Economy. Also one of your employees at check in said to me why don't I get vaccinated. I am sorry but it is not her place to recommend medical procedures especially procedures that are still experimental and has not been approved by the FDA.
On a good note everybody on the plane was very nice.
I know this Covid crap is a bit ridicules.
Thank for listening and hope you can iron out the confusion with the PCR test and lower the price. In Ecuador I paid $30.00 for the test. I probably won't be frying first class any more, Why would I?