Dear Copa,*Regarding Barbara and Bruce Chambers Copa customer service complaint:*Case...

Dear Copa,*Regarding Barbara and Bruce Chambers Copa customer service complaint:*Case * *********Our original travel plans:*Oct **th - ALB – DEN (United flight ****) *pm – *:**pm*Oct **th – DEN – PTY (Copa flight ***) **:**pm – Oct **th *:**am*Oct **th – PTY – UIO (Copa flight ***) *:**am – **:**am*Nov *th – UIO – PTY (Copa flight ***) *:**am – **:**am*Nov *th – PTY – DEN (Copa flight ***) **:**a, - *:**pm*Nov *th – DEN – ABQ (United flight ***) *:**pm – *:**pm*Our friends from Cuenca drove for * days to return us to the Quito airport.*We arrived at the Quito airport on Nov *th around *am.*We boarded the *** flight on time and then waited for * – * hours on the plane.*We were finally told to disembark the aircraft.*We were told numerous things but all we did was wait and wait.*Everyone was very upset and screaming. Most of the announcements were in Spanish. We are not able to speak Spanish so were at a great disadvantage. We did not understand what was happening and where to go.*We were finally led away in groups and our passports were un-checked and we had to go back through customs.*We were told of * options:**)*Stay in Quito for * days and they would try the flight again on Monday the **th or**)*Go on the Panama City – spend the night & leave the next day to LAX.*We chose **.**Before leaving to Panama City we were told we would receive our luggage so we could change our clothes and get some sleep. We did not receive our luggage in Panama. *I think we flew on Copa flight *** OUI - PTY at around *pm. After we got to Panama City we had to again wait until everyone in our group were ready to board the * buses to the hotel. After we got to the hotel, we all had to wait to individually check in. By the time we got checked in and into our room it was nearly *am. We had been up since *:**am on Nov *th … ** hours!!! We had no clothes or toothbrushes … nothing. We showered and were given about * hours sleep because we had to be downstairs to get on our buses by *:**am.**The minute the plane landed in LA we went to the Copa ticket counter. No one was there. We were told to go downstairs to the Copa office by the oversize baggage claim. We beat and beat on the door … waited awhile and tried it again. No one came.**My husband had lost his phone on flight *** from DEN – PTY. While we were waiting to take off, we went down to the Customer Service Dept of Copa. We waited for * * hours in line and asked if his phone had been turned in. They said no one turned it in. When we got home to Albuquerque, my husband received an email dated Nov *nd saying his phone was turned in to Copa. My husband asked Copa to send it to him but now they say they can’t because Copa doesn’t fly to Albuq. But we were there and told they didn’t have it!**Because of Copa’s flight *** being so delayed, we lost all the flights and money for our other connections.**They told us our luggage probably went on to Denver. We believed nothing they said at this point and went to the baggage claim in LA … it was there and didn’t go to Denver.*Since our luggage was in LA, we had no need to go to Denver and instead got a flight on American Airlines flight **** to Albuquerque costing us an additional $***.**This was a trip of a lifetime that ended up costing us nearly twice as much because of Copa.*My husband’s birthday was on Nov *th … this trip was for his ** birthday. We are not in bad physical shape but this was a harrowing and exhausting experience. At times I thought we would not make it.**I hope Copa refunds our lost expenses. We did nothing wrong but were punished physically and monetarily regardless.**Thank you for your concern and for reading this.**Regards,*Barbara Chambers****** Winona Ct NE*Albuquerque, NM ***** *Cell: ***-***-**** *Email: *****@***.com**PS: I was told to give you GDIEDU as an airline confirmation code instead of AQ*E*L.