Copa Airlines Customer Service Issues

Good Morning, I am writing on behalf of Mr. Calvin and Mrs. Simone Jackson. We need assistance with claiming an Apple iPad (Black) in a perforated case (Black) that was found on flight #[redacted] from Georgetown Guyana to Panama City on Monday, June 25th, [redacted], at 2:39 pm. The flight attendant mentioned it was sent to the lost and found in Panama City, which we were unable to retrieve due to closed departments in Miami. Despite contacting Mr. Franco at Copa Air, we received a white iPad instead. The original iPad holds crucial personal and financial data. We are reaching out for guidance on the next steps to secure the found iPad promptly. Please help us resolve this frustrating situation. For further communication, we can be reached at [redacted] (Mr. Jackson) and [redacted] (Mrs. Jackson) or at [redacted] and [redacted] We eagerly await your prompt assistance. Thank you.

I urgently need assistance in obtaining my reservation number for a rescheduled flight. I was denied boarding by Copa in Lima on 11.10.18 and informed that my flight was moved to 15.10.18, but I have yet to receive my ticket via email. Despite assurances from the airline that they would send it soon, I have been waiting for two days, with my flight just 48 hours away. They are unresponsive to my emails and failed to provide the promised ticket details. The reason for being denied boarding, related to a reentry certificate issued by the Russian Consulate, appears to be unjustified. Copa's staff member doubted the validity of the document and initiated an investigation. While the Consulate confirmed its acceptance, I have not received the updated ticket and itinerary, causing undue financial losses and significant stress. I kindly seek assistance in retrieving my flight information promptly. Thank you.

Dear Sirs, We are shocked. We made a reservation for our clients under reservation number FHGAGP: 1. LUEDI/GEORGESMR CM [redacted] K 09JAN SJUPTY HX2 0[redacted] 2. LUEDI/KARINMRS CM [redacted] V 13JAN PTYPOS HK2 1[redacted] We mistakenly booked from SJU instead of SJO. Our client had to purchase a new ticket from SJO to PTY. Can they still use the PTY to POS flight on January 13th? Is a refund possible, or how can we resolve this without purchasing another ticket? We seek your assistance in minimizing costs due to this error on our agency's part. Thank you for your prompt response. Best regards, Caroline

My partner, his sister, her fiancé, and I had a flight planned from JFK with Copa on February 8th at 4:45 am. Upon arriving at 1:30 am to find no Copa desks, we checked online and discovered our flight had been rescheduled to around 12 am, a change we were never informed about. Despite Copa initially claiming they were unable to reach us due to lack of information from the travel agency, a Copa employee later mentioned attempts to contact us. Confusion arose when his sister and fiancé received updated tickets prior but not the latest ones for the 12 am flight. Despite the stressful situation, Copa representatives were unhelpful and we lost our first-class seats, paying nearly $1,[redacted] each, leading to discomfort for my partner with knee issues. A Copa staff member in Paraguay mentioned a possible cancellation of our original flight, which was not communicated earlier, leaving us feeling deceived and hoping for a refund.

Good morning, I am currently residing in Basel and I am looking to purchase 3 flight tickets for my family traveling from Cali, Colombia to Zurich. I have been exploring booking options online, but I am encountering some difficulties regarding baggage information for the flights. For the itinerary I am considering, involving Copa Airlines and Air Europa, it states that no free baggage is allowed. However, there is no clear information on how much it would cost to add baggage for each passenger on each leg of the journey. I am hesitant to proceed with booking without knowing these additional costs upfront. I have reviewed the airline's website for details on baggage allowance, but unfortunately, it does not provide the specific prices I am seeking for this particular trip. I am also unsure about the allowance for carry-on luggage in terms of weight and size. I would greatly appreciate a prompt response from the airline to clarify these uncertainties before I finalize the bookings, as I aim to secure the reservations before any potential fare increases. Thank you for your assistance, Angela

We purchased two flights to Panama City for $[redacted].00 each. Upon check-in for Copa #[redacted], we were placed on Stand By, causing stress due to possible denied boarding. Eventually allowed to board as last passengers. Return flight Copa #[redacted], faced the same Stand By situation, causing great angst as we had professional obligations. No early check-in email received for either flight, so we arrived early. Captain announced a refueling stop in Cancun, resulting in a 3-hour delay. Missed connecting flight Copa #[redacted] due to limited time to get to the gate. Offered flight to Vancouver in 2 days, unacceptable. After 3 hours, Supervisor Janice found a flight to Seattle the next day, but we had to find our way to Vancouver. Drove to US airport, needing a ride back to Canada. Copa #[redacted]'s delay caused an additional 24-hour delay, not returning us to Vancouver. Seeking proper compensation from Copa Airlines, operated by United Airlines, for the inconveniences and stress caused. We hope for fair compensation to redeem our trust in your company.

On November 5, [redacted], I initiated a web transfer of $[redacted].75, which my bank confirmed along with a wire transfer fee of $45 within 48 hours. Despite the payment, I arrived at Havana airport on December 21, [redacted], only to be informed that my reservation was canceled on November 7, [redacted], due to non-payment. This forced me to buy a new ticket for the next day, incurring additional costs like a round trip taxi fare of $70 and an extra night in Havana for $35. After numerous email exchanges with your customer service representative since January [redacted] and providing my bank statement as proof of payment, I was told by Taysha Vener that Copa Airlines cannot process the refund and I must handle it through my own bank. This experience is unprecedented in all my travels with various airlines. I am seeking a prompt resolution to this matter. For reference, the latest case number assigned by Taysha Vener is ##[redacted]#. Crystal Chen

Hello, I hope you are doing well. I wanted to share my recent experience while boarding your airplane on May 12, [redacted], at 1:30 am. Upon reaching the gate, I was informed that my carry-on was too large and needed to be checked in. The agent then tagged my suitcase and provided a claim ticket. Upon reaching Jamaica, I discovered that my suitcase did not arrive due to a misplaced destination tag by the JFK agent. I contacted an agent at MBJ in Jamaica who informed me that my suitcase did not make the initial flight but should arrive the following day. However, it has been two days since and my suitcase is still missing. The agent mentioned that COPA has not responded to his email regarding the status of my luggage. As my suitcase contains essential documents, jewelry, and valuables, I am scheduled to leave the country shortly and cannot do so without them. I am concerned about the lack of communication and urgency in resolving this issue. Thank you for addressing this matter promptly.

Hello, I am seeking information regarding transporting medical medication in checked baggage. I have been attempting to obtain this information for almost three days without success. I have only been able to communicate with the booking agent. I have also come across varying prices for baggage, which I urgently need to clarify to ensure I have enough funds available on my debit card. My journey includes flying from SLC to LA on Alaskan Airlines flight #[redacted]. In LA, I will be switching to Copa Airlines to Panama, and then on to my final destination of Quito, Ecuador on Flight [redacted]. Initially, I had Reservation # Q9MMNV but was later assigned a new itinerary with Reservation # Q8OJQ4, leaving me feeling quite confused. I would greatly appreciate it if someone could address my concerns, especially regarding the rules and regulations concerning carrying medications in checked baggage. As a first-time customer, I hope to receive the necessary assistance to alleviate my confusion and make this a pleasant experience. Thank you, Deborah Charles

Hello, I am Fernando Ruperto Cano Andrade, Frequent Flyer No. [redacted]6AV. I had a flight from UIO to JNB with a final destination of GBE on July 5th, [redacted]. I flew CM [redacted] from UIO to PTY then CM [redacted] from PTY to GRU, which was the initial booking from UIO to GRU. I checked one piece of luggage from UIO to GRU and was informed in Quito to recheck my ticket and luggage in Sao Paulo for the continuation to Johannesburg and Gaborone. Upon arrival in Sao Paulo, I spoke to a Copa representative who assured me he would transfer my luggage to South African Airways for flight SA223. Despite not being able to recheck my luggage due to a lack of a Brazilian visa, the Copa staff member guaranteed it would be taken care of. Unfortunately, upon reaching South African Airways for flight SA223, my luggage was not available. Despite assurances, the lady there mentioned they did not have it yet and took photos of my tickets and luggage slip to send it to my final destination. As an airline instructor pilot with important work items in my luggage, like manuals and uniforms, I am urgently seeking assistance in locating my luggage. The Copa Airlines luggage slip number is 0230CM275864. Please assist in finding my luggage in Sao Paulo and forwarding it to Gaborone for Air Botswana Capt. Fernando Cano. You can reach me at [redacted] or on my cell phone +[redacted]3 or Whatsapp at +[redacted]44. Your prompt help and communication on this matter are greatly appreciated. Thank you.

Reservation number: VUS-[redacted] I booked a flight with Copa Airlines from Cartagena to Panama City, but it was canceled on 4/15/[redacted] (flight number CM687, online check-in number DIQQPW). I have noticed multiple charges and a credit on my bank account related to this cancellation. To make matters more frustrating, I was forced to pay $[redacted].36 to Avianca for a new ticket on the same day. I am seeking a refund of $[redacted].00 for the canceled ticket and compensation for the additional flight cost. I have already provided Copa's communication about the cancellation to your team a month ago. I would appreciate assistance in resolving this matter promptly, as it has been ongoing since April.

I live in Panama and am a US citizen. In October [redacted], I purchased two round-trip tickets to Fortaleza, Brazil. Upon check-in, we were denied boarding because my girlfriend did not have proof of a recent Yellow Fever vaccination. They assured me the tickets were valid for one year. Now, we want to visit Fortaleza. I contacted the Reservation Center, but after a long wait on hold, they offered two additional tickets for $[redacted] US, much more than the original $[redacted] I paid. We still want to go to Fortaleza but seek a fairer price. The original reservation code was F0ALEU. Thank you for your assistance. Dave Cooley.

I recently traveled on Copa Airlines from Las Vegas to Panama City on flight [redacted], and then from Panama City to Medellin, Colombia on flight [redacted] on July 23rd. I was seated in first class for both flights. My confirmation number is DSTLAS, and my frequent flyer number is [redacted]18. Unfortunately, upon arrival in Medellin, my checked bag was missing. I promptly filed a report with baggage tag number CM725791. Despite being informed that my bag would be on the next flight to Medellin from Panama City, it has now been 48 hours, and I have not received any updates on its whereabouts. No one has contacted me regarding the status of my lost bag. I would greatly appreciate any assistance in locating my bag. Please contact me via email at [redacted] Thank you, Patrick L.

Good evening, my reservation code is A1T1BO. I have a flight scheduled for Sunday, July 28, [redacted], from Pereira, Colombia to Fort Lauderdale, Florida. Copa Colombia has been unhelpful. Due to needing eye surgery, my doctor advised traveling on or after July 30. I have sent all necessary documentation to Copa at [redacted] They have waived the penalty but are insisting on a $[redacted] fee to change my ticket class since they claim there are no available seats in the same class. The staff at Copa Colombia have been disrespectful and rude. I find it unfair to pay such a high fee when my round trip ticket cost $[redacted].53. Copa Colombia refused to escalate my call to a higher level of customer service. This lack of assistance from COPA AIRLINES is disappointing. Customer service should prioritize assisting clients, which has not been my experience in Colombia with Copa employees like Andrea Vidal and Geraldine Benitez. I hope for a resolution soon. Thank you for your attention, Olga M.

My flight under reservation @# BJ2NIQ was delayed, causing me to potentially miss my connection to Toronto. I contacted my Amex agent, who informed me that Copa had rebooked me on tomorrow's flight to Toronto. Despite not being able to secure a same-day connection for July 29th, neither Copa agents nor Amex could assist in rebooking or cancelling flights for that date. Therefore, I am reaching out to request confirmation that I am protected on both flights in business class on July 29th. Thank you for your assistance. Regards, Mr. SHAHIN GIANLUC Loftinoushad

On July 22nd around 10:45 p.m, I arrived on Copa flight [redacted] from Panama at Lima_Peru airport and I left behind my black carry-on by the baggage carousel. When I returned at 3 a.m, it was closed, and they advised me to come back at 9 a.m, which I did. Copa's staff couldn't find it, so I filed a police report. After reviewing the footage, we saw that nobody touched the bag; it was left next to the carousel for about an hour. I believe one of your employees must have stored it. So far, I have not received any updates. Please help me locate my suitcase. My name is Patricia Díaz, you can reach me at [redacted] or email me at [redacted] My address is [redacted] Delightful Dr. Ruskin, Florida. The suitcase is black. Thank you very much.

Yesterday, my grandparents flew from Boston to Panama and then back to Boston. They checked in a total of 5 bags. Initially, they checked 4 suitcases weighing about 23 kg each. Surprisingly, the airline staff allowed them to check an additional carry-on, leading to them submitting one weighing about 10kg. Upon reaching Belo Horizonte airport, they realized one of the large suitcases was missing. Despite believing they checked in 5 bags, the airport reported only 4. Their concern escalated as sentimental items and crucial medications for my grandmother were in that missing luggage. The situation made us request access to airport security footage to clarify the bag's handling. We are frustrated and consider this mishap as a severe lack of professionalism from the airline. The integrity of handling baggage at the airport is vital, and missing a bag is unacceptable, especially when items with personal value and medical importance are involved. We aim for resolution and prompt attention to this matter. We expect cooperation in resolving the issue regarding the lost suitcase promptly.

Hello, my name is Zayda del Carmen Osorio. I have a reservation to travel to Montreal on the 18th of September [redacted]. I attempted to rebook with the travel agency I purchased the ticket from, but they were unable to assist me. I kindly request your help in changing the reservation of my ticket to June of next year. The ID number is D4WNBS. I bought this ticket for $[redacted].04 in Canadian dollars, departing from Cali, Colombia, and arriving in Montreal, Canada on September 18th. Unfortunately, I am unable to travel on this date this year. I am available to travel on any day in June next year and cannot afford to lose the cost of the ticket. Please assist me in rescheduling. My email is [redacted] and my telephone number is 57 2 [redacted] in Cali, Colombia. Thank you.

I purchased 2 tickets for my mother in the USA on Copa's English website, and I was provided a confirmation of the final prices inclusive of taxes and fees. However, when checking my credit card statement, I noticed additional fees for foreign transactions on each flight ticket. I contacted customer service multiple times, with the final representative advising me to email [redacted] Despite sending multiple emails, I received rejections due to using Gmail, but got confirmation of receipt twice. They mentioned a response time of 24 to 72 hours, but a week has passed with no reply. I am eager to communicate and discuss this issue with someone in Escalation. How can I secure a refund? I have all the necessary documentation to support my claim and seek a prompt resolution. Additionally, my bank has confirmed the extra charges imposed by Copa. Thank you for your assistance.

Mi esposo y yo, TeteCorpus Guerrero, viajamos de USA a Quito con una escala en Panamá. Al llegar a Quito, nuestras maletas estaban completamente mojadas, incluyendo la ropa, y una de mis maletas fue entregada en un estado destruido que no estaba así antes. Presenté un reporte en el aeropuerto de Panamá pero no obtuve ningún resultado. Quiero que me reembolsen por mi maleta en las condiciones en las que la llevaba. Nunca había tenido problemas con ninguna aerolínea hasta ahora con COPA, por lo que no planeo volver a volar con ustedes en el futuro.