Copa Airlines Customer Service Issues

I flew into PTY from Orlando on October 26th. Unfortunately, our luggage did not arrive with us. We were informed at Tocumen airport that it would be brought to our home in Boquete by Wednesday morning. It's now Saturday, and after multiple assurances of delivery, our luggage has yet to arrive. Our case number is PTYCM94411, and the follow-up number provided, [redacted], remains unanswered. Could you please update us on the status of our missing luggage?

I have bought tickets for my 2 daughters, M.Z. Gani & S. Gani, on Copa Airlines to fly from Trinidad to Panama with reservation # CRQEAY. Due to Covid, flights from Trinidad are canceled. I need to change their itinerary to fly from Guyana (GEO) to Panama (PTY) on November 14, [redacted]. This flight is crucial for their journey back home to South Africa from Saint Vincent. They already have flights booked from Saint Vincent to Barbados on November 12, then onward to Guyana on November 13 via Caribbean Airlines. There is a Copa flight to Guyana (OGLE) on November 14. Following this, Turkish Airlines has a flight to Istanbul on November 15, connecting to Johannesburg on November 21. I've been trying to contact the call center without success. Please help with changing the itinerary for November 14 from Guyana to Panama. Kindly reach out to Mahomed Gani on +27 [redacted]54 or email at [redacted] Your assistance is appreciated.

Dear Copa Airlines, Greetings. Today, my visually impaired niece had to travel from San Juan, PR to Bogota, Colombia with a layover in Panama on a flight scheduled for 3 p.m. She arrived at the airport at 12:30 p.m. to find that the Copa counter was closed without any notice. A kind man informed her that the flight had been canceled. She has been trying to call the contact numbers provided but no one is answering. When purchasing the ticket, she provided an email and phone number, yet no one has confirmed the cancellation or provided a reason. We are unsure where to turn to next and when she can travel. When it is the traveler who cancels, the company charges a penalty. Will you be covering this penalty? Who will cover the costs of accommodation and food? Thank you, Francia [Petersen]

I was on hold with the airline for over an hour trying to get information about my changed flight schedule by Copa Airlines. I finally spoke with an agent who said she would email me the updates, but I have not received anything yet. Additionally, due to the flight changes, I am entitled to a voucher for a one-night stay in Panama City which was promised to me by the agent. My original flight number was SIZUTR, ticket # [redacted][redacted], for Stephen Wood departing from Miami on December 15th to David on December 16th via Panama City (old flight numbers CM [redacted] and CM 15). Unfortunately, I do not have the new flight numbers. My wife, Wanda, ticket number [redacted], also requires wheelchair assistance at the airport.

Good morning, My name is Jessenia Valencia. The reason I am writing is because I am quite concerned. I have purchased tickets that were initially for a trip to Medellin on November 27th, but they were changed to travel on the 26th from New York at 1:30 am to Panama at 6:44 am, and then from Panama at 10 am to Medellin at 12:30 pm. This abrupt change has caused me distress because I am traveling with a baby who has Down syndrome. The original trip had only a 1-hour layover, whereas this new itinerary has a 4-hour layover. Despite accepting this change, I called the agent who sold me the ticket and was informed that there have been further modifications, with two layovers - one for 4 hours in Panama and another for 3 hours in Cali. This is extremely inconvenient and troubling for me. I have important commitments in Medellin on the 28th, which is why I planned to travel on the 27th, coordinating with my husband's work schedule as he is traveling with me. The ticket is under the names Jessenia Andrea Valencia, Alex Calderon, and Ariel Calderon. I urgently need to address this issue as it is causing us significant inconvenience. Thank you for your attention, and I await your prompt response.

I booked a flight from Buenos Aires to Medellin with a layover in Panama City, but I recently found out that Colombia closed its borders with Panama. I promptly submitted a refund request within 24 hours as per the policy, hoping for a full refund. I am uncertain if the cancellation was processed and would appreciate clarity on the status. I have been unsuccessful in reaching any customer service representative, and I urgently need assistance regarding the flight status and potential refund.

I'm looking to book a flight from LAX to PTY but I'm a bit confused about the cancellation and refund policy. On the website, it states that an economy basic ticket is non-refundable, but due to the virus, all tickets are refundable. Can someone please clarify what the cancellation and refund policy is now for an economy basic ticket? Thank you. - David N., [redacted], [redacted]

I've been attempting to reach a customer service agent for a week with no luck. I am extremely unhappy with Copa Airlines. My flight schedule has changed, and I've been barred from traveling to the Dominican Republic due to a previous trip there last month. I need to cancel my flight, but the choices are unclear. Please reach out to me at [redacted] or [redacted] My confirmation code is A4OCQO, and my last name is Marengo Aquino. I'm currently in the United States.

Since December [redacted], I have been dealing with an ongoing claim with Copa regarding an incident where a flight attendant hit me on the head with a food/beverage cart. Copa acknowledged the incident, and I requested $[redacted] in compensation for lost work time. After submitting my medical records and bills, I have been corresponding with Mr. Terán via email. However, it has been several months since I received any updates on the matter. I am kindly requesting for someone to reach out to me promptly to address this issue. Thank you.

Hello, I am Andres Darquea. I have reached out via this email for the fourth time regarding my refund request for a flight I booked on your website in December [redacted]. It has been over four months, and I am yet to receive the refund. I want to confirm the status of my refund request with the confirmation number A3ZSTX. I received an email mentioning case #[redacted] from you, but I have not received any further communication. Could you please advise me on whom I should contact regarding this matter?

Dear Sir/Madam, I am Muntala Seidu, the founder and Executive Director of the Aidan Foundation Ghana (AFG), a non-governmental organization (NGO). I wish to inform you that our group will be traveling to Nicaragua to volunteer alongside local volunteers, assisting with English language classes for children and teens. Our route will take us through Panama City via Turkish Airlines and Copa Airlines. We kindly request your assistance in providing us with the necessary OK to board approval from Accra, Ghana, so that we can proceed with our journey smoothly. Thank you in advance for your help. We look forward to receiving a prompt response from you. Best regards, Muntala Seidu Founder/Executive Director Aidan Foundation Ghana (AFG)

My husband was supposed to fly from San José, Costa Rica to Toulouse, France yesterday via Panama City and Bogota with Coppa Airlines, and then onto Madrid and Toulouse with Iberia. However, we faced issues with the check-in process, which led to him missing his flight connection. After attempts to rebook with Iberia were unsuccessful, Kiwi.com advised contacting the airline directly for a new booking. The situation seems to be a bit chaotic, and we urgently need to secure a new flight as his COVID test validity is at risk of expiring. Please reach out to me promptly at [redacted] [redacted] [redacted] [redacted] or via email at [redacted] to assist us in rebooking the flight.

Hello, my name is Heriberto Medina, and my record locator is # ALGKUY. I sent an email on May 1, [redacted], and received a Customer Care email confirmation. My phone number is +1-[redacted]. Today, May 7 at 9:00 AM, I spoke with a person named Nicolas Becerra (Rev. Desk), but unfortunately, they were not helpful, did not listen, and did not transfer me to a supervisor despite my request. If you require a copy of the email I sent on May 1 to Customer Care, please contact me via phone call, text, or email. I have a dog named Cookie, who is an emotional support animal and well-trained. I purchased a ticket on May 1 and contacted the Reservation Department to ensure I could bring Cookie in the cabin. They confirmed this service. After buying the ticket, I was instructed to call and provide Cookie's information to add to my booking. I was unaware of an online promotion for Business airfare when I made my booking. I believed having more space was beneficial for Cookie. Unfortunately, the customer service experience has been disappointing and time-consuming. Copa Airlines' policies regarding cancellations and pet accommodations in Business Class are not clear. I have encountered some helpful staff who clarified policies and options, and for that, I appreciate their assistance. However, I am dissatisfied with the overall experience and will consider sharing my feedback online and with relevant authorities. I hope to receive a prompt and satisfactory resolution regarding Cookie's travel arrangements for my upcoming flight in approximately three weeks. Thank you. Heriberto Medina

I, Gabriel Hernandez Herrera, am seeking your help with an issue I had with Copa Airlines. In April [redacted], I booked two tickets from Cuba with a layover in Panama and final destination in Guyana. Due to the pandemic (COVID), the flight was canceled. In April of this year, I called the airline to reschedule, and they provided me with a new itinerary from Cuba to Panama on July 13, then from Panama to Guyana, returning on the 27th. On May 7, I received an email from the airline stating a flight itinerary change. Despite calling multiple times, I couldn't find availability. It's not my responsibility, and I believe the company should find solutions to ensure customer satisfaction. My family's trip isn't for tourism but for a family reunion as my diabetic daughter needs to travel to the U.S. for a confirmed embassy interview in Guyana on July 16, [redacted]. I urge you to review my case promptly to prioritize our situation. I have attached a copy of this year's tickets for your reference. Actions Taken: - Emailed customer service at the airline: [redacted] - Daily calls to the airline, twice a day: Phone [redacted]-[redacted] - Emailed the Consumer Affairs Office: [redacted] Thank you in advance for your assistance, and I await your response.

I recently had a lengthy journey from Bahrain to Dubai, then to Amsterdam, Bogota, Panama, and finally Jamaica. Upon arrival in Jamaica, Bogota was on the red list, so I had to return to Panama. After rebooking, my luggage number is MO734875. Upon arriving in Santo Domingo, my luggage was missing, and I was informed it should be in my final destination, Turks and Caicos Islands. However, upon arrival, my luggage was still missing. Despite trying to contact them via email and phone for 20 days, I have not received any assistance. Can someone please assist me?

Subject: Request for Refund for Mr. Glen Abdo's Copa Airlines Reservation Dear Team, I hope this message finds you well. I am reaching out regarding a mutual customer, Mr. Glen Abdo, and his recently canceled Copa Airlines reservation. We kindly request a one-time courtesy waiver to process a refund for Mr. Abdo, whose reservation should have been voided for future use due to unforeseen medical circumstances preventing him from traveling abroad. Please find his reservation details below: Copa Record Locator: BDWOS0 IATA: [redacted]4 Passenger Name: ABDO/GLENI Ticket Number: [redacted][redacted] Thank you for your attention to this matter. We anticipate your timely assistance and response. Wishing you continued health and safety. Best regards, Lyn Service Excellence Supervisor American Express Travel Online AMEXTravel.com Phone: [redacted]

Good afternoon or evening, I am seeking assistance in locating my lost luggage. On July 11, I took a flight from Miami (Flight [redacted]) with a connection to Panama (Flight [redacted]) en route to Santa Cruz de la Sierra, Bolivia (VVI Airport). Upon arrival, I discovered that one of my bags was missing (Luggage Number CM052150, which was poorly documented in the PIR). The missing suitcase is black with Lucas yellow edges and has a small crack on the side. I am concerned it might have been mislabeled and sent on a different flight. I previously contacted Copa Airlines with the wrong suitcase number, and I was informed by Copa Airlines in Bolivia that I never registered in Panama. Any assistance would be greatly appreciated.

Hello COPA representative, I purchased a round trip flight from the Dominican Republic to El Salvador with Copa Airlines last year using ticket #[redacted][redacted]. Due to the circumstances of the covid pandemic, my flight was cancelled, and you provided me with a credit to be used by Dec 31, [redacted]. However, I recently reviewed the credit information you sent and noticed that a credit document was supposed to be issued for each passenger in the PNR, to be sent to the email provided during the application process. It was mentioned that the processing could take up to 8 weeks. Despite this, I have not received the credit document at my email ([redacted]). I would appreciate it if you could investigate this matter as I intend to utilize the credit for travel in September. Thank you for your assistance. Sincerely, Jeffery G. Ticket #[redacted][redacted] [redacted]

My name is Glenn D. departing from Orlando Airport on July 20th at around 6:30 PM. My email is [redacted] I was informed that I have a changeable ticket without penalties. I believe I am allowed one checked bag. Can you confirm this information and advise if I can change my flight to July 21st around the same time? Is there a fee for changing the flight with the no-charge ticket? Thank you, Glenn D. [redacted] Departure: July 20 around 6:30 PM from Orlando to San Jose, Costa Rica via Panama Return: JetBlue on August 6

Estimado (a) Edisonalvaradouber, Gracias por comunicarse con Copa Airlines. Su número de boleto es [redacted]. Este es un mensaje automático para confirmar la recepción de su mensaje. Actualmente, estamos experimentando un alto volumen de solicitudes, por lo que nuestro equipo de Servicio al Cliente responderá en un plazo máximo de 25 días. Lamentamos los inconvenientes y le agradecemos su comprensión. Para resolver cualquier duda o completar formularios, le recomendamos visitar los siguientes enlaces: - Para Reservaciones y Reembolsos, verificar itinerario, asignar asientos, cotizar boletos nuevos, cambiar reservas existentes o solicitar reembolsos, puede acceder a los enlaces correspondientes. - Para otras solicitudes como descuentos de jubilado, exoneraciones de impuestos, comprobantes de viaje, correcciones de nombre, o resolución de quejas y reclamos relacionados con millas no acreditadas, equipaje, daños, artículos faltantes o olvidados en el avión, puede seguir los enlaces proporcionados. Agradecemos su preferencia y estamos encantados de poder asistirle.