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Reviewed Sept. 17, 2023
Very disappointed with check in at Logan. Staff needs better customer service skills and more sensitivity with elderly passenger's needs. The supervisor has a big ego and refused to provide her name or to make any exceptions. No tag to identify Copa employees. Is this Copa’s protocol? Supervisor refused to provide her name. How to file a complaint without names?
Reviewed Sept. 12, 2023
CM473 from LA to Panama on Sept 1,2023. The flight staff are super RUDE. This flight attendant Marcos slammed into me while I was sleeping on an aisle seat. I told him would you stop bumping into me. Instead of apologizing he confronted me. Said I can't criticize him. He turned on the light while I was sleeping, blasted air in my face, and gave me a lecture. Such RUDE attendants that when they bump into you, they don't apologize. Low life no class flight attendants not like on other airlines.
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Reviewed Aug. 5, 2023
Never again will I book a flight through Copa and a 3rd party. Bought tickets months prior but our timing for check in was off so our seats were gone as well as our luggages. To assuage we were upgraded seats the following day. Yet on the 6 hour flight back we were given stationary seats, no reclining. Meanwhile there were other empty seats. Spiteful. Oh and our luggages were sent to the wrong place on the way back so the nightmare continued.
Reviewed July 11, 2023
We had a recent flight to Colombia, this past July 2nd-8th, and decided to go through Copa because from all the options they have always been the best... Easy to travel, stops at Panama are stress free, good options for connecting, etc. This last time we were delayed by what seemed like negligence from the Airport in Medellin, as well as the airline. Between one and the other, we got stuck in the plane after boarding almost 3 hours, only to miss all of the connections and on top of that Copa personnel informed us that the next flight was 2 days later and they couldn't cover any expenses because according to them it was the airport alone who was to blame.
After all the long, stressful, tiring experience, we were given the choice of staying 2 days on our own, or they would take us to a US destination, and we figured it out from there. Needless to say, we got home almost 30 hours later, sleep deprived and more than a thousand dollars less in our pockets, from buying tickets from other airlines to get us home as soon as possible. Copa, you've been my number one, but after feeling disrespected and neglected as a client, I'll check my options before choosing you.
Reviewed June 23, 2023
My mother and I purchased tickets back on March 16th, 2023, for a trip to Costa Rica. My mother experienced a major medical issue which eventually had her enter hospice care. I was provided a letter dated May 22nd by the providers for the hospice care with points of contact. I cancelled our June flights back on May 18th and never received confirmation for cancellation. COPA states that this was a non-refundable ticket which I wasn't aware of and will not refund my mother's portion of these tickets. They say we have a year to use flight credit.
They stated that they want a medical certificate indicating that the passenger is in a critical condition to authorize the reimbursement of the ticket. This violates HIPPA and I'm not able to provide my mom's medical condition to an airline. The letter from the Hospice provider provides contact information for those familiar with my mom's condition. They are welcome to contact them if they require something from them. I'm very disappointed how this airline handles these sensitive situations for their customers.
Reviewed June 14, 2023
I went on Copa website to book trip to Panama and discovered I can add a free stop over to another destination, so I chose Colombia. Colombia has issues with issuing visas and I am unable to travel there. Contacted Copa and their only option is to cancel and rebook and charging me a penalty. This doesn't make sense, panama is my final destination, they can easily remove Colombia, but they want to make money. Avoid this pitfall even if you can get a visa on time.
Reviewed May 26, 2023
It has been a 1 1/2 yr. since my case started with Copa. They took over 4,000 and never got to fly with Copa Airlines. I talked to so many staff from Copa and no one can give me answers. All they tell me, "We have escalated your case," and I call almost everyday. I have send more than 30 emails to the supervisor Genesis ** and she doesn't reply back. I have talked to every employer from Copa. They were so focused on a stupid COVID test that I lost my fly and got stranded in another county with my 3 babies and being pregnant. Copa keeped taking out money from my credit card. Now I owe over 6,000 dollars in late fees because they keeped telling me to check my account that they refunded already when it was all **. Do not fly with Copa. No one helps you out when you have a problem. I had to ask the news reporters to help NBC to try to get me my money back.
Reviewed May 11, 2023
I was served omelet for breakfast. It came with sliced cold meat. I asked the flight attendant if the meat was ham, they didn’t know. On the return flight, the flight attendants didn’t understand English. They don’t have customer service skills, and are abrupt with passengers.
Reviewed April 28, 2023
I purchased tickets to go visit my father back home last year. Due to testing positive for COVID-19 I was unable to travel with my partner and three children. I was given a credit for the value of the tickets to be used in a year. 10 months later when I tried to book a new reservation under those tickets I was informed my reservation was split into three by a system error. I asked for the reservation to be put back together the same form it was purchased as I did not want my children seating on their own and the agent could not do it.
I called again the next day hoping another agent could help but I was given the same response and this time the agent suggested requesting a refund since the system split my reservation. I proceeded with the refund request and it was denied two months later. After going back and forth with emails for three months the refund department advised I could go ahead and book a reservation the way it was and ask the counter to give us seating all together since I have young children. The agents never explained that during my calls.
After receiving this advice from the refund desk I tried to book a new reservation for this tickets but unfortunately the year timeframe had passed so my tickets were no longer in the system. I have sent various emails to ask to request an extension and be able to book a new reservation but their answer has been sorry we can't help you anymore since these tickets are no longer in the system. Basically they kept the money I paid for this tickets. Copa refused to give me a refund or extension on the credit to book a new trip. I will never travel with Copa Airlines again and I am very dissatisfied as they kept my money.
Reviewed April 3, 2023
We were stranded in Costa Rica after Delta cancelled our flight (Sunday flight moved to Wednesday w/ our family of 4 on two separate flights). We got lucky to find reasonably priced tickets from SJO to LAX w/ Copa Airlines connecting through PTY. We book through Expedia. We did not have seat assignments for the first leg of the flight. I was a bit worried because of the Copa reviews so I called their customer service with questions. I got through to customer service rep quickly & they provided needed guidance. They advised seat assignments would be made at the airport. The service was great from start to finish. Thanks to Copa our 15 yr old only missed one day of school. Thank you Copa Airlines!
Copa Airlines Company Information
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