Copa Airlines Customer Service Issues

Upon my arrival on February 19 at 7:30 p.m. in San José - Costa Rica, I was dismayed by the absence of my luggage. Despite my efforts to file a complaint at the company window, no staff was available, leaving me frustrated. Following a lengthy wait, a manager assisted me. Unfortunately, upon receiving my luggage the next day, I discovered it was damaged and missing a wheel, although its contents were intact. While I am grateful to have my belongings back, this experience left me inconvenienced and out of pocket, as I had to purchase replacements. Despite attempting to file a formal complaint on-site, I encountered further difficulties. I am hopeful for a prompt response and resolution from the company regarding this matter.

Good afternoon, I traveled on November 7th, [redacted] from Spain to Cali, and my luggage got lost. They opened a case number #[redacted], and on January 18th, they replied that they had done a second search and my luggage had not been found, and that they would compensate me based on the weight of the suitcase. I provided all the required information, then they informed me that due to it being an account in Spain, the deposit would be delayed, and asked if I could provide a credit card number for the deposit. I have replied to that email many times explaining that I do not have a credit card, and they should deposit the money into the account I provided. It is impossible to get through because, as mentioned earlier, the emails keep bouncing back. I have been dealing with this uncomfortable situation for almost 5 months now. I need them to finally make the deposit to resolve this matter. The customer service is incredibly poor.

Yesterday, on 4/4/[redacted], my 68-year-old mother, my 5-month-old daughter, and I, age 35, arrived at the airport at 5:00 am for a 7:30 am flight. We were not allowed to board due to issues with our Covid test. The attendant instructed us to come directly to her on our return without waiting in line again. However, when we returned, a supervisor named *HOPE* intervened and redirected the attendant. We were left standing at the counter without an explanation. When I expressed concern about missing the flight, she was indifferent, changing our flight to 6:00 pm. This caused distress as my elderly mother and infant daughter had been waiting since early morning. Prior arrangements for my daughter's milk were ruined, and I was forced to discard it due to flight restrictions. My daughter cried throughout the journey without any nourishment. I needed to leave early for work at 6:00 pm, but *HOPE* disregarded my concerns. Her unprofessional behavior lacked appropriate customer service, prompting me to consider escalating this issue through media outlets with evidence.

I have been struggling to obtain a refund since October of last year without any success. I am seeking assistance to address this issue. Despite receiving automated emails about rebooking flights for free this year, we are unable to take advantage of this offer as we have already made plans for another trip to Asia. The amount of money involved for a short flight from Panama to Nicaragua is significant. Last year, my spouse and I intended to travel from Panama to Nicaragua with Copa Airlines. My husband was denied boarding because his PCR test was not received, while I had emailed the test as required and have evidence of it in an email attached as a screenshot. We were instructed to email the test again before 1 pm and assured that we could check in the following day with no issues. After a last-minute effort to re-send the test, we were informed that a new reservation number was necessary before 1 pm. Despite contacting Copa in a rush, we were told that the next day's flight was fully booked, and the subsequent available flight was two days later, rendering our tests invalid. Our travel agency, Connections Turnhout Belgium, confirmed the lack of availability on flights the following week. It became evident that the airline was overbooked and used the test mishap as an excuse. We did not receive a formal denial of flight, as we were assured boarding the next day. Copa had also canceled our return flights without notice. We feel deceived and mistreated. Despite Copa later admitting fault and offering to allow us to use the tickets within the year, we find this solution unsatisfactory as it is impossible for us to travel this year. We are firm in our decision not to engage with this airline again. We are seeking a fair resolution and a refund totaling approximately [redacted] euros per person. Details regarding the tickets are included for reference. I am eager to receive a response and obtain a refund promptly.

Dear Community Members, I am seeking guidance regarding my refund process with Copa Airlines. Despite my attempts to contact Copa, I have not received any helpful information about my refund. If anyone has experience with obtaining a refund from Copa Airlines, I would appreciate any advice or insight you can offer. Thank you in advance for your assistance.

Greetings. My wife recently booked a round-trip ticket through Copa Airlines, and we would appreciate clarification on two aspects. 1. The reservation was made through JustCost US, payment was in US dollars, and the flight is round trip from Mexico City to Cuba. The issue is with the last name, which contains the letter "ñ," not recognized in English. The email we received stated that the name must match the passport, causing concern due to this discrepancy. 2. We are unsure about the baggage policy to Cuba as no information was provided during the purchase, and we have heard that many airlines have restrictions. The traveler will carry a small suitcase weighing less than 10 kg and a small handbag. Any clarification on this matter would be appreciated. The service was quick and attentive during the purchase, thank you. We appreciate any help with these concerns. Sincerely, Santiago B.

I flew from Los Angeles to Paraguay and encountered a delay due to an overweight issue on the plane. Copa offered a $[redacted] voucher, hotel accommodation and food to passengers willing to change flights during the delay. Upon arrival in Asuncion, my suitcase was missing, and after two days, they informed me they found it but couldn't deliver it to Posadas, Argentina, where I was. Instead, they sent it to a nearby town in Paraguay, taking five days to reach me. During this time, my medication, clothes, and items were inaccessible. When I received the luggage, I discovered some items were missing, and the contents were tampered with. I reported the incident online, but after a week, I have yet to receive a reply from Copa, despite reaching out to various customer service representatives.

While traveling on Copa Airlines from Brazil to Cancun via Panama City, my wife, son, and I encountered issues with our checked bags. Despite being assured by Copa Airlines that our luggage would be checked through to Seattle, our final destination, in Cancun, we were unexpectedly asked to deplane and claim our bags to clear customs. Unfortunately, our checked bags did not make it on the connecting flight to Seattle. Utilizing Apple trackers, I can see that our bags are currently in Cancun's Terminal 2. What steps should I take next to resolve this situation?

After my recent flight from Panama City to JFK, I encountered issues with my luggage not being loaded onto the plane. Despite reporting the incident at JFK Airport and London Heathrow Airport, I have not received any updates on the location of my bags. The flight delays caused by a local storm led to missed connections and our baggage being left behind. We were assured by Copa Airlines that they would contact us once they located our luggage, but so far, no communication has been received. Unfortunately, I do not have the baggage numbers anymore due to providing them to United Airlines. The missing suitcases are easily identifiable: one dark pink with purple ribbons and the other silver with black marker zigzag lines. Any assistance in resolving this matter or providing a UK customer service contact number would be greatly appreciated. Thank you, Jane C. and Michael P. B.

Dear Sir, I am writing in regards to my delayed baggage with reference number (CMBA697062). It has been nearly five days since I have received any updates about my baggage. I was informed that both bags were not loaded onto the flight, but only one arrived with tag number 0230CM410187. I am still waiting for the second bag with tag number 0230CM410188, which contains important medical documents needed for my checkups. I am disappointed with the lack of information and responsibility taken regarding my baggage. I urge for more details on its location and when it will be delivered. Despite the computerized system in place, I have not been given specific information. I request an update on the current location of my baggage within 24 hours. Flight numbers EK [redacted]/operated by Coop Airline CM [redacted], EK262, EK650. The booking reference is EK QJS3ZN. The lost baggage tag number is 0230CM410188. Thank you.

Hello, my name is Joseline Rodrigues. I have been residing in Canada for 8 years and my small rabbit has been my companion for 6 years. Due to family reasons, I must return to Venezuela. I am aware that not many airlines travel to Venezuela, but I have found that Sky High Dominicana does. I have reviewed your airline policies, and I have not found any restrictions regarding rabbits. My bunny is small, healthy, well-behaved, and regularly checked by a veterinarian with a health certificate. I cannot bear to leave him behind as he is my whole world. I kindly request your assistance in allowing him to travel with me. I am willing to provide all necessary certificates and pay any required fees. Please help me bring my bunny home as I cannot delay my return to Venezuela any longer. Thank you for considering my request.

Hello, We had four tickets to travel from Washington Dulles International Airport to San Jose with a day layover at Panama City. The flight from IAD was canceled due to a mechanical issue, leading to a 16-hour wait for a special midnight flight. No compensation was provided, and we were directed to contact the call center online. Despite assurances from the supervisor, Monica, we were unable to access the lounge in PTY as promised. This caused significant inconvenience, wasting time and money on our PTY bookings. We are requesting compensation for the troubles faced during this journey. Please reach out to us at [redacted] or +1 [redacted].

Hello, I recently received an email from your airline informing me that my flight has been rescheduled. I had purchased two tickets for a trip from BOLOGNA to SAN JOSÉ on January 8, [redacted], with layovers in PARIS and PANAMA CITY. The flights were as follows: - BOLOGNA (BLQ) to PARIS (CDG) on Flight AF [redacted] with Air France - PARIS (CDG) to PANAMA CITY (PTY) on Flight AF0474 with Air France - PANAMA CITY (PTY) to SAN JOSÉ (SJO) on Flight AF4514 with Copa Airlines In your email, you provided the reference code: ATIU3T. Unfortunately, due to the changed schedule, we are unable to make this flight. Can you please advise on alternative flights and the process for obtaining new tickets? Looking forward to your prompt response. Thank you, T. Sara

I purchased a ticket for my girlfriend to visit me in Dubai with a flight scheduled for December 20th at 1 PM. However, she is experiencing issues with the check-in process for the first leg of the journey from Guatemala to Panama. The system is indicating that the payment method used for this part of the trip could not be verified. I have already made the payment using my credit card, and the full amount has been deducted. I am currently in Greece for work and have been trying to reach customer service for assistance without success.

We needed to adjust our flight date due to COPA altering their schedule, causing us to miss our connecting flight. Initially, we were assured by COPA that they would arrange a hotel stay for us. Despite being informed that we would receive details about the accommodation, we have not received any communication after multiple attempts. Recently, I was advised to discuss the matter with the agent upon our arrival in Quito. This uncertainty is causing considerable anxiety, especially during this peak travel period, as we are uncertain about our sleeping arrangements on December 30th.

Due to the pandemic, my family couldn't return to Peru because the borders were closed. I requested an extension from U.S. immigration and waited months for their response. Once I got the approval, I traveled to Peru. However, at the Panama airport, they didn't allow me to explain my situation, stating I couldn't travel to the USA. After contacting immigration, they informed me that I needed to present the approval letter in the U.S. I now need assistance in either getting a refund for my ticket or booking another flight. This experience has been stressful, and I urgently need a resolution. I am in Lima without a place to stay, so finding a solution promptly is crucial. The mistake was on Copa Airlines' end, and I hope this can be resolved quickly. I'm looking for a contact number to address this issue. Thank you.

Dear Sir/Madam, I apologize for the inconvenience, but I received instructions from United Miami and Copa Miami to forward this message to Copa Airlines. Although this request is unfamiliar to me, I trust that they have a solution in mind. I realize that you must be inundated with emails and concerns about flight and baggage issues. I recently flew from Aspen, Colorado on January 11th bound for Antigua Guatemala, with a layover in Miami, which is where my suitcase failed to arrive. Understanding that your airline may not operate in Guatemala City, I am becoming increasingly worried as the contents of my luggage are essential for a wedding where I am a crucial participant. Despite the lack of assistance and information from the staff at the counter, I am en route to Antigua via Panama and Guatemala City after my early morning flight. Please address this matter promptly to ensure the safe arrival of my belongings at Hotel Camino Real in Antigua Guatemala. Thank you. Sincerely, A.R. [redacted]

Dear Customer Service, On January 10, [redacted], my spouse and I traveled from HAM to MAD to SDQ through PTY. Unfortunately, our suitcases did not make it to SDQ. We provided our contact information at the counter for the missing luggage report. We were assured we would be notified once the suitcases were located. Subsequently, we started receiving daily updates about the ongoing search for our luggage. On the 4th day of our journey, the hotel reception informed us that our suitcases had been delivered there. All three suitcases have sustained significant damage, having been tampered with and inspected. Luckily, the contents remain intact. As our holiday attire and cosmetics were in the bags, we had to purchase replacements locally for the initial days of our trip. Where should we proceed to file our claims? Best regards, Family S.

Dear Customer Service, I am reaching out regarding our Copa Airlines flight with the confirmation code BJWFAB, booked under Peter and Caroline Orgain. Our original flight, Copa Flight #[redacted] from PTY to BOS on May 1, [redacted], departing at 12:34pm, has been delayed by 3.5 hours to 4:02pm, resulting in a late arrival in Boston at 10:44pm. This delay will cause us to miss our connecting flight home and incur additional expenses for an overnight stay in a Boston hotel. We kindly request to be rebooked on the same flight (#[redacted]) for May 2, departing at the original time of 12:35pm. Maintaining our paid extra seats is essential, and staying in a Panama hotel is a more affordable option for us. We appreciate your assistance in resolving this matter promptly as senior citizens who find excessive travel stress challenging. Thank you for your attention to this issue. Sincerely, Peter Orgain

I have three open tickets with Copa Airlines, two in my name and one in a friend's name. Due to reasons unrelated to Copa, I had to make all the tickets flexible. Initially, I was informed that changing the tickets would not incur a fee unless the new ticket was more expensive, and that I could also change my friend's ticket. However, when I tried to change the name on the ticket, I was informed this was not possible, indicating a miscommunication. Now, I am facing difficulties changing my tickets as I was informed I must purchase a ticket of similar or higher value, even though the desired flight is cheaper. This has led me to spend more money than necessary. Despite numerous attempts to contact Copa Airlines, I have faced issues with their website disconnecting, prolonging the process. I requested contact via WhatsApp, provided my information, but am yet to receive a response. Assistance in resolving the pricing discrepancy or establishing contact via WhatsApp would be greatly appreciated.