Copa Airlines Customer Service Issues

I am contacting you regarding an issue I had with one of my suitcases (three wheels were missing on one of the trips I made with your airline; now, instead of being a help, it's a burden because I have to carry it everywhere I go, which is unbelievable). So far, I have not received a response, you have not contacted me, and it is regrettable that nothing is being said about it. I have already filed a complaint, I don't know what else to do because the problem with my belongings (suitcase) cannot remain unresolved without you telling me how we are going to resolve it. Otherwise, I will continue to seek a way to assert my right to complain to the appropriate entities for you to respond. My email is: [redacted] Phone: +1 [redacted]

Good afternoon, I know this email is not entirely related, but I believe it's fair to ask for your help because I've reached out to various channels without any response. Here's my situation: Hello, I am a client of the airline and I would like to explain the following situation: My friend and I traveled from Uruguay to Cuba and have been stranded in Cuba for over a year. The airline has canceled our return flights twice due to the pandemic. We understand the circumstances, even though they continue to transport passengers, maybe with lower priority. Our return permit to Uruguay expires at the end of September, and we are already in an extension. After many calls and searches, we were always told there was no availability before September 26, which is when we need to travel back to Uruguay. A few days ago, we found two people with tickets for September 9 for the Cuba-Panama round trip, but they don't want to travel on that date, they prefer to go on the date we have in February. The general idea is that we would use their flight [redacted] to Panama, and with a rescheduling of our Panama-Uruguay leg, we could continue our journey. Additionally, the two individuals could use our Havana-Panama flight in February when they want to travel, and there is availability, and with a rescheduling of their return to Cuba. The customer service has not provided a solution, but we believe this is a viable and convenient arrangement for all considering the unpleasant circumstances of the pandemic. Contact number: +[redacted] I await your prompt reply as our return days are running out. Details: Names: Yanier Alfonso and Alejandro Reservation: ENGZOM Contact: +[redacted] Names: Cid Suarez and Yensy Mrs Reservation: AUMSHO Contact: +[redacted]

I am very dissatisfied with Copa Airlines because I was not informed about my flight cancellation. I am currently stuck at the airport in Ecuador. I arrived at 5 o’clock in the morning for my flight to Boston, United States, scheduled to depart around 8:30 AM. I was told there were no available flights until 2 PM, with an arrival in Boston at 1 AM. This unexpected change has left me stranded with no wheelchair and in pain. I have requested assistance, but won’t receive it until 11 AM when I check in with American Airlines. My name is Jamie Fabian C., and you can reach me at [redacted] or [redacted]. I would like to discuss compensation for the inconvenience, as I now have to make new travel arrangements and incur additional costs for a late-night arrival. I am frustrated that my plans have been disrupted, and I hope to resolve this matter promptly.

My son's luggage was confiscated at LAX airport by Customs and Border Patrol who allegedly returned it to COPA Airlines. I submitted a complaint form online but have not received a response. I have attempted to reach out via phone for five days, but have been unsuccessful in reaching a supervisor or someone who can assist. It seems there is a lack of responsible individuals at the company. Unfortunately, my son is currently in a situation where he cannot access important information on his phone or laptop, both of which are in the luggage. This situation is urgent and concerning as he risks losing all his belongings.

I am reaching out to inquire about the possibility of obtaining authorization for ticket issuance through our travel agency. Our IATA number is [redacted]2, and the Amadeus office ID is BUDHU216C. Our agency, based in Budapest, Hungary, facilitates bookings for CHI (US visa sponsor) and Smaller Earth Group LTD., which administers Work & Travel programs globally. Our clients mainly travel to the USA for summer work, internships, and au pair opportunities. We have recently expanded our services to countries like Chile, Brazil, Colombia, Panama, and Mexico, with LATAM Airlines proving to be the preferred choice for bookings. For the upcoming 2[redacted] season, we anticipate facilitating travel for more than [redacted] individuals from these regions. I am keen to understand the procedure for obtaining ticketing authority with your airline. Thank you for your attention to this matter. Warm regards, Peter K.

Dear Madam/Sir, I am Shreya Lakshmana from Hosur. I would like to bring to your attention that my checked baggage was not transferred from Copa Airlines to Turkish Airlines as promised by customs and immigration. Despite being assured that my luggage would be transferred and not receiving a baggage tag, upon reaching my final destination, my luggage was nowhere to be found. The address for delivery is House No: [redacted]/18, 6th Main, 8th Cross, BEML, 5th Stage, Rajarajeshwari Nagar, Bengaluru, Karnataka, India, with pin code [redacted]. My mobile number is +[redacted]32. The missing luggage is a multicolored trolley bag from the brand Sky Bags. Kindly expedite the delivery to my address. Your prompt assistance in this matter would be greatly appreciated. Thank you.

There appears to be a discrepancy and confusion regarding the charges on my corporate credit card statement compared to the receipt from COPA Airlines. The credit card statement shows a charge of USD $[redacted].75 from COPA Airlines and another charge of USD $26.88 from CHUBB Travel Care. However, on the receipt, the USD $[redacted].75 charge is not clearly explained, with an additional $40 that is somewhat ambiguous, making it challenging to reconcile to the total of USD $[redacted].75. Furthermore, the USD $26.88 charge, which I presume is for travel insurance from CHUBB Travel Care, is not detailed on the receipt, and I have not received any other documentation from either COPA Airlines or CHUBB Travel Care. My ticket number is [redacted][redacted], with the Locator: BKOMKX, under the name Mario Arends, for the flights from Aruba to Panama on October 17th and the return from Panama to Aruba on October 21st.

The airline changed my reservation without my consent. They switched my stopover to Miami, where I can't go due to visa restrictions for Cuba. I haven't received a response from the airline yet. I need to address this issue with the agency that made the change.

I am still waiting for a credit note or voucher for my flight reservation DX1CNN or a voucher maintaining the value for a future trip to be completed by December 31, [redacted]. I want to travel at the end of January [redacted] from HAV to PUJ. Regards, GB From: Copa Airlines Sent: Friday, March 20, [redacted] 07:51 To: [redacted] Subject: Your Reservation DX1CNN: Flight from HAV to PTY has been cancelled Dear passenger, In compliance with government restrictions, Copa Airlines will suspend its operations until April 21, [redacted]. Due to circumstances beyond our control, we are forced to cancel your flight CM [redacted] on 04/14/[redacted] from HAV to PTY. Your ticket will maintain its value for a future trip, to be completed by December 31, [redacted]. We will keep passengers informed about the restart of our operations through public and direct communication channels. Sincerely, Copa Airlines

I need assistance regarding a client rights violation. I recently booked a flight from Miami to Cuba to Nicaragua with a stop in Panama through Copa Airlines. The agent sent me a reservation for a different route including a stopover in Miami, which I cannot use without a US visa. Despite my explanation, the agent charged me without consent. After multiple calls and emails, I received tickets for a route from Cuba to Salvador with a stopover in Panama, not my intended destination of Nicaragua. I feel deceived and robbed but have not received a suitable solution. I am uncertain about how to proceed with my complaint, as the airline representatives keep redirecting me back to the same agent. I am concerned about the lack of protection and accountability for clients in Copa Airlines.

Hello! My flight scheduled for April 9, [redacted], was canceled due to the pandemic. I had already used my initial ticket on February 26, and the April 9 ticket was for my return. I received an email stating that I have until December 31, [redacted], to utilize the value of my ticket. However, I have not been provided with instructions on how to do so. Despite sending numerous emails to Copa, I have not received any responses. My reservation's confirmation number is FYKFKS. Thank you!

Hello, I wanted to buy travel insurance for my flight, but it was not an option on the Copa Airlines website. I assumed it would be available after I entered my credit card information, but that wasn't the case, and I was charged for the non-refundable flight. Given the current circumstances with COVID-19, I now need my ticket to be refundable. It's crucial to have flexibility as anyone can potentially be exposed at any time. Please contact me so we can resolve this issue. Thank you. Sori

Hello, I am writing to complain about Copa's services because I requested a refund in April. In May, I received an email notifying me that my refund process had started, but to this day, it has not been credited to me. I have contacted them through various channels multiple times, but they have never provided a solution to my claim. If you are unable to help me through this platform, please guide me on how to file a formal complaint. Thank you.

Dear Sir, I am Mehandi Pandey from India currently studying MBBS in Belize. I am writing to report a lost bag containing all my educational documents. I commenced my journey on 11.11.[redacted] from Mumbai and arrived in Belize on 12.11.[redacted], unfortunately losing my bag during travel. I have previously lodged a complaint regarding this issue from another email address, [redacted], but have not received a positive response despite providing all necessary details. I kindly urge you to locate and return my bag promptly as it holds crucial educational documents and personal items. I am unable to return to India without it. Additional information: Passenger Name: Mehandi Pandey Departure: Mumbai (11.11.[redacted]) Arrival: Belize (12.11.[redacted]) Tag Number: [redacted] Your help in recovering my bag would be greatly appreciated. Thank you for your assistance.

It's currently 1:38 AM at FLL, and I'm trying to make changes to my Copa flight. Despite multiple attempts to contact Copa, I've had very limited success. My flight from FLL was canceled and rescheduled for Monday, Jan 10 at 10:00 PM, arriving at PTY around 2:00 AM on Tuesday. I need to reschedule my reservation for flight CM 17, confirmation # A21GlQ. I am unvaccinated but tested negative on Fri, Jan 7, [redacted]. However, my 72-hour test window will expire. I'm unsure if I can get a rapid test at PTY for the Tuesday morning flight or if I will have to wait until Wednesday. I will reschedule once I have more information, but I've been unable to reach Copa by phone or email. Is there a reservation desk at FLL where I can speak to someone in person? My attempts to contact Copa via phone have been unsuccessful, and it's been frustrating and confusing not knowing how many nights of lodging I will need to pay for due to this situation.

My daughter's luggage was mistakenly taken by another passenger on Copa Airlines from Rio De Janeiro to Chicago. She flew with Turkish Airlines and her baggage was mixed up on the same conveyor belt with the Copa Airlines flight. The mix-up likely occurred because both suitcases are the same brand, size, and color, placed on the same conveyor belt simultaneously. The Copa Airlines passenger mistakenly left her luggage at the airport and took my daughter's, which has a yellow tape on the handle for easy identification. My details: Name: S. Rabindran Email: [redacted] Baggage reference: [redacted] TK[redacted] Brand: Delsey Color: grey Identification: Yellow tape on handle Copa Airlines passenger details: Name: Weisse/Nicolesrta Order ID: 023C0CMO61485 Flight: to Chicago ORD CM [redacted] via Panama City PTY CM [redacted] Can you please assist me in obtaining the contact information of this passenger so I can communicate with her to retrieve my luggage and assure her that her luggage is in safe custody?

Hello, I recently flew from Rio de Janeiro to San Francisco with Copa Airlines via Panama City on January 8th, [redacted]. However, there was an issue as they mistakenly marked me as a "no show" during my transfer. Fortunately, they resolved this before my connecting flight. Upon arriving in San Francisco, my baggage was unfortunately missing. I have submitted a Baggage Claim but have not received any updates yet. I am urgently in need of medication that was in the missing bag and cannot go without it for more than 48 hours. This is an emergency, and I kindly request your assistance in locating and returning the bag promptly. The missing bag also contained all of my clothes, toiletries, and essentials, leading me to spend about $[redacted] on replacement items. As I am here for work only for another week, it is crucial to identify and return the baggage to me immediately. I can be reached at +[redacted]5. Thank you for your prompt attention to this matter.

Hello, I am Carlos Silvente. I am reaching out for an explanation as no one has provided one yet. Today, my relatives were traveling from Havana to Managua with a layover in the Dominican Republic. They had all necessary documents for immigration and health but were told by the Copa Airlines manager at the Havana airport that Cubans are not allowed to have layovers in the Dominican Republic. I contacted the Dominican immigration chief who stated no such law existed. Copa Airlines claimed they were unaware of this issue. I demand an explanation and swift assistance as my relatives, who had business class tickets, are affected. I have their passports, reservation codes, and emails from the Santo Domingo airport.

I need to modify the date of my purchased flight. The ticket I bought permits one free date change with potential fare difference. Copa only allows flight changes by phone, but I've struggled to reach a representative. I waited 1.5 hours last night without connecting, and today's callback service hasn't responded after 2 hours...

Hello, I need help getting a refund for my baggage. I flew from Panama City to Frankfurt with a layover in Cancun. The ticket number is [redacted][redacted], reservation code WE2DMC, and baggage tag is 0230CM255398. Upon arrival in Frankfurt, my baggage was missing, and I believe it is still in Cancun. Despite visiting the Lufthansa baggage service in Frankfurt and receiving an online registration for delayed baggage, the reference numbers do not seem to belong to the company. I have contacted Lufthansa, Eurowings, and CopaAirlines multiple times with different responses each time, but no resolution. Can someone assist me with this matter? Thank you, Evelyne S. Strasbourg, France