Copa Airlines Customer Service Issues

My name is Tere Guerrero. We flew on September 19 from the USA to Quito with a layover in Panama. When we picked up our luggage, my husband's and mine were wet. We had to dry them, and one of my suitcases was handed to me destroyed and crooked with holes. It couldn’t stand upright. I struggled a lot because it kept falling while walking in the airport. I bought these suitcases last year. I want a refund for the value of my suitcase because it wasn't like this; you destroyed it. If nothing is done, I will spread this on all internet platforms. I had never flown with COPA before, and I will never do so again. I have photos of my suitcase and how it looked after you destroyed it.

Good afternoon, I am writing to inform you that I received an email about a change in my return flight itinerary from Panama City to Holguín. My flight with booking code CRD2JN for Mr. Wilian Crespo Panuncia has been planned months in advance for Saturday, August 17, [redacted], to accommodate my work schedule and commitments in Panama City. My colleagues and I have also made hotel reservations in Panama City and Colón Province. I believe the regulations state that making any changes in my travel itinerary may incur a fee ranging from [redacted] USD to [redacted] USD, depending on the circumstances. If the company enforces this travel policy, who will cover the expenses for my extended stay in Panama? What compensation can I expect? How can I adjust my flight since I need to travel to Jamaica for work a week after my return? I look forward to your response. Arch. Wilian Crespo Panuncia

Subject: Copa Customer Service Complaint - Disrupted Travel Experience Hello Copa Customer Service Team, I am writing to address the challenges my husband and I faced during our recent travel with Copa, as outlined under case number [redacted]. Our journey, originally scheduled from ALB to ABQ via DEN and PTY, encountered severe disruptions causing significant inconvenience and distress on multiple fronts. Upon arrival in Quito on Nov 9th, we experienced a series of delays and miscommunications that led to a chain of events, ultimately resulting in a loss of time, money, and an exhausting ordeal. Despite multiple assurances and attempts to rectify the situation, including a failed luggage retrieval in Panama City, communication barriers due to language constraints added another layer of difficulty for us. This culminated in a strained stay at a hotel, without basic necessities, and a rushed departure to Los Angeles to secure alternative arrangements. Moreover, a missing phone incident, conflicting information about luggage handling, and subsequent financial implications incurred due to missed connections have left us deeply disappointed with our overall travel experience. We sincerely hope for a resolution from Copa regarding our lost expenses and the hardships endured during this trip, which was intended to celebrate my husband's 73rd birthday. Thank you for your attention to our concerns. Warm regards, Barbara C. Albuquerque, NM [redacted]

My agent arranged a connecting flight for me with Turkish Airlines and Copa Airlines. The journey was scheduled to start on October 6, [redacted], flying from Murtala Muhammed Intl Airport in Lagos, Nigeria, to Istanbul, Turkey, then to Panama City to connect with Copa Airlines, and finally ending in Port of Spain and Cheddi Jagan Intl Airport in Georgetown. However, upon reaching the airport on October 6, [redacted], I was informed that my ticket had two different reservation codes for Turkish Airlines and Copa Airlines, which was not acceptable according to the airline's policy, and I was not given any further explanation. I would like to inquire if Copa Airlines does not provide refunds for cancelled bookings and seek clarification on this policy. If refunds are possible, I kindly request a refund. If my agent has already received a refund due to Copa Airlines' non-refundable policy, I urge for a resolution in returning the refund to me or taking further action. Here are the details of my Copa Airlines ticket: Passenger Name: I.F. Chinonso e-Ticket Number: [redacted][redacted] Reservation Number: Z195K4 Ticket Issue Date: September 13, [redacted] Thank you.

My name is Emmanuel Asare, and I have a flight in 2 hours that includes multiple connections. My trip is from Accra to Kingston, with stops in Addis Ababa, Sao Paulo, Panama, and finally Kingston. I'm currently facing a delay due to a lack of confirmation from Copa Air. This issue occurred previously, causing me to miss my flight, and it's happening again now. I kindly request assistance to ensure I don't miss my flight this time. Thank you for your help.

Upon my return to New York JFK International Airport from a connecting flight from Panama City, originating in Quito, Ecuador on December 5, [redacted] at 6:30 pm and arriving on December 6, [redacted] at 2:52 am, I encountered an issue with my luggage at customs. Despite the thorough search, everything was fine until I realized my briefcase was missing after leaving the airport. Upon returning to the airport with a friend, I was unable to access the customs area where my briefcase was left without a Copa Airlines representative. Unfortunately, the Copa Airlines rep I approached declined to assist multiple times. I am quite distressed as my briefcase, with an embossed "A" on the front containing glasses in a Red Case, two notebooks, and other important documents, is missing. I need assistance urgently as I have important meetings to attend. Can someone please help me retrieve my briefcase?

Upon arrival at JFK, my luggage underwent scanning, and I discovered my briefcase missing upon reaching my destination in NY. Despite seeking help at various airport offices, I faced reluctance. I was directed to find a Copa Airline Rep, who unfortunately declined to assist. After repeated unsuccessful attempts to reach them, I was left frustrated. When I finally spoke to a rep, I learned they had no authority over customs. Through their suggestion, I obtained contact information for a manager and supervisor, but my attempts to reach them have been unsuccessful. As a frequent flyer, I am deeply upset by Copa Airlines' handling of this matter and seek resolution for this situation.

Hello, I traveled from Barcelona to Madrid, then from Madrid to Panama, and finally to Tegucigalpa on December 3rd. Unfortunately, my three suitcases did not arrive. Two days later, one of them, a small 10-kilo hand luggage, was found, but the other two, weighing 23 kilos each, are still missing. It has been 10 days now, and I have not received any updates. I kindly request your assistance in locating them. One suitcase is a standard size, and the other is a square cardboard box containing an electric stroller for my grandson. The box went through the special conveyor belt in Barcelona due to its size. I appreciate any help in finding them. Thank you in advance. Sincerely, Zenaida Patricia S.

Good morning team, I am writing from Nigeria. I had a flight from Lagos to Jamaica on November 18th with the following connections: CM [redacted] to MBJ, CM [redacted] to PTY, RT [redacted] to EZE, RT [redacted] to ADD. Upon arrival, I was denied entry for reasons unknown to me. I am currently in Buenos Aires, waiting for the next available flight to Addis through Copa Airlines. I am in need of contacting a Copa official to access my luggage, as I have been unable to change my clothes. Your assistance with this matter is greatly appreciated. Best regards, Adhator O.

I recently flew with Copa Airlines for the first time and my experience was challenging. I initially booked a flight for December 23rd, but without notice, it was rescheduled to the 24th. On the night of the 23rd, I received an email asking about my flight from the previous day, which led me to believe I missed my flight. After a frustrating hour-long call to the airline, I was left uncertain. Upon landing at JFK, I found my luggage wrapped in plastic. Removing the plastic revealed my suitcase was severely damaged, cracked, and torn. This first encounter with Copa Airlines left me extremely dissatisfied. I do not plan to fly with them in the future and will not recommend the airline to others, especially considering the poor handling of baggage.

Hello, I would like to report a concerning experience I had with my baggage during my recent flight with flight CM873. My baggage case number is BA[redacted]95. When checking in at Orlando Airport, the bag was approved as a carry-on. However, upon boarding the flight, the lady who checked my travel plans insisted that I check the bag in. The bag only weighed 24 lbs and was small in length, containing handwritten songs that are essential to me as a musician. I had no issues carrying it on previous flights from Atlanta, Georgia to Orlando. Upon arrival in Rio, I was informed that my bag was delayed and would arrive the next day. To my dismay, when I received an email, I was informed that there was no further information about my bag. I suspect that someone had tampered with my belongings during the short layover at Panama City, as some fitness items and valuable possessions went missing. This has caused me great distress as I rely on these items for my profession as a fitness specialist and musician. I am deeply disappointed by the way this situation has been handled by Copa Airlines and the lack of accountability surrounding my missing items. As a result, I am considering taking further action to address these issues. I am currently in Rio for 90 days without my essential equipment and belongings, which has greatly impacted my work and well-being. Sincerely, AL M.

On Monday, January 20, [redacted], my family, consisting of Johanna Holzhey Trueeb and Noelle Trueeb, missed our flight, CM [redacted], from San Jose to Guatemala City. We arrived from Frankfurt with Condor, and our luggage (SEC [redacted]:22kg, SEC [redacted]:14kg, SEC [redacted]:20kg) was labeled to go to Guatemala. I purchased two tickets from Volaris (Q64068, SEQ: [redacted], PNR: A6RJ9P) for our journey. Upon inquiry at the Volaris desk, I was informed that my luggage was supposed to be in Guatemala with Copa, and I was advised to get in touch upon arrival. However, upon arrival at Marina NanaJuana in Rio Dulce, Izabal, Guatemala, our luggage was nowhere to be found, neither with Copa nor Volaris. I have filed a baggage irregularity report with Volaris and sent an email to [redacted] I am seeking guidance on the next steps to resolve this matter promptly. I eagerly await your assistance. Sincerely, JH Trueeb.

Refund Request Dear Mr. Sánchez, Greetings, We were made aware by our Airport staff of the situation that occurred on January 3rd with your flight CM723 on the route Guadalajara - Panama, which resulted in missing your connection to San Juan and therefore a change to flight CM450 on January 4th in the Economy cabin. We are sorry that you were affected by this incident. We want to inform you that there are standardized procedures in place to mitigate the negative impact on our customers when a class downgrade occurs, one of them being the issuance of a travel certificate as a gesture of service, which was offered at the airport, as well as the refund of the difference between Business class and Economy class for the affected leg. In this case, the equivalent is USD [redacted].66 per passenger for a total of USD [redacted].32 for your ticket and that of Ms. M.I. Correadelgado; the refund can be deposited into an account or transferred to a credit card. Please kindly send us a copy of your identification document and the attached form. We are at your service. Best regards, David Alexander Grisales

I had a trip to Costa Rica booked through Gate 1 Travel, which was canceled due to the Covid-19 pandemic. I was informed by Gate 1 that they are charging a $[redacted] change fee per person with the remainder as a credit to be used by July 19. I am requesting a full refund from Copa Airlines for the air travel portion. I am prepared to take legal action with Morgan and Morgan if necessary. I have had trouble reaching Copa Airlines through various phone numbers. My name is Joanne Fairchild, traveling with Glenn and Sarah Fairchild on flights departing on March 15, [redacted], and returning on March 21, [redacted]. Thank you.

Reservation Number: [redacted] Flight: ORD-PTY on 2/18, CM0236 Return Flight: PTY-ORD on 2/26, CM0236 Passengers: Nancy B. and Denise B. Total Cost: $1,[redacted].50 Unfortunately, upon arrival at ORD, our confirmed reservation was not honored, and we were forced to pay an additional $[redacted] at the airport to board the flight. The amount was charged to Denise B.'s Chase card without our prior knowledge. We have always received confirmation emails and checked in at kiosks or counters, which is why this situation was particularly challenging. We are kindly requesting a refund of the overcharged amount or alternatively, travel vouchers for future use with your airline. We had high hopes for our trip to Panama and chose COPA over other airlines. As a senior citizen being treated to this trip by my daughter, we would greatly appreciate your assistance in resolving this matter promptly.

I purchased a ticket with reference number DQQRCE but was unable to make the flight. The airline informed me not to show up and explained a policy where calling two to 24 hours before the flight would only incur a $75.00 fee. I contacted both the agency and customer service to seek clarity on the policy. Despite being advised not to show up, I am now being asked to pay a $[redacted].00 change fee and an additional $75.00 on top of the original $[redacted].00 ticket price. I am simply requesting a credit without the change fee so I can book a more affordable flight. After a frustrating hour-long call where the agent refused to escalate the issue or provide management contact details, I am disappointed with the level of customer service. I kindly ask for a phone call from senior management. Thank you.

Good morning, this is urgent. My name is Dennis Raymond Smith. My reservation number is AF5MKO. I was refused boarding on my flight yesterday, Thursday, because my electronic ticket didn't go through in time. I had to purchase a ticket at the Santo Domingo airport at 1 PM as I couldn't pay cash at the Copa ticket counter. My wife urgently needs me in Mexico as she is in the hospital battling cancer. Can you please change my flight from Thursday, September 3rd, to today, Friday, September 4th? Please let me know promptly if the credit card transaction was successful. I'll be available until 1 PM before heading to the airport. You can reach me at my cell at [redacted] as my email is not functioning today. Thank you for your urgent assistance. The time is now 12:00 PM on Friday. I'm unable to access my Gmail account.

I am a long-time customer who urgently needs to reschedule my flight due to a family emergency. I had a reservation from Santo Domingo to Panama to Mexico City on September 3rd, but encountered issues at the airport with my payment method. Despite contacting reservations and giving them my credit card information, my electronic ticket did not go through when I tried to check in. I have been inconvenienced, having to return to my hotel and face additional costs. I tried to reschedule online but have not received any confirmation. I urgently need to rebook my flights for September 10th and request prompt communication via email [redacted] or by cell at [redacted]. Please respond within 24 hours to avoid further escalation of my concerns to higher authorities. Thank you for your immediate attention to this matter.

I have been trying to get a response regarding a refund request made in July [redacted], as per the email below, with no luck. Please contact me at [redacted] If I don't hear back, I will escalate this to the Canadian regulator. Thank you, Jhenny V. Refund Request Reservation ** FG2T2B ** Cristian Gutierrez Chavarro (Vendor) <[redacted]> Jul 3, [redacted], 3:57 PM to [redacted] Dear Customer, Greetings from Copa Airlines. We are reaching out to inform you that we have processed your refund request. The reimbursement should reflect on your bank statement within one or two statements, depending on your card company. Best regards, Cristian Fernando Gutiérrez Chávarro Refund Desk Copa Airlines.

I purchased two tickets departing from New York JFK to Medellin, Colombia for November 13, [redacted]. There is an error in the way the names of the passengers are listed. The first passenger's names and last names are correct, but the second passenger's name should be Oscar instead of Lenny. I need this correct to avoid issues at the airports. I received a response from the company, but they did not offer me viable solutions. The representative mentioned that they are only able to change the first names of passengers for minor corrections. Since none of the names match on the reservation, they cannot make the adjustment. It is considered a ticket transfer in this case. The company recommended checking with the travel agency for further assistance. Best Regards, Usaoac