Copa Airlines

Not Verified | I am very frustrated with this company. I was about to go home to Brazil after two years without seeing my family and friends in December when I tested positive two days before my trip. I'm vaccinated and with the booster, but still got COVID. They gave me tickets I can use until November, but I need to book until June. The bad part is: I can only use it here in America or in South American countries, otherwise I lose my money. I called them, explained I can't use it in America because COPA does not do domestic flights, and I can't go to any South American country because I'm right at the moment of transferring universities and as an international student holding a visa I don't know how my situation will be next semester to go during summer break! And since I study full time, summer break is the only time I would be able to go. If they know all of that and don't do anything, I feel very disrespected. I couldn't choose to not get covid and not see my family for longer than 2 years. And I can't just choose to go to Brazil to spend their tickets. I feel like they did everything they can so I don't use my ticket even though I paid for it, and that makes me very upset.

✅ Trip Verified | New Aircraft. Excellent Service. Comfortable Lie-Flat Seats. Spacious. Highly Recommended. Service was fine, nothing to write home about. Lounge was also fine, nothing exceptional. The aircraft and comfort were impeccable.

✅ Trip Verified | It is a bit disappointing that COPA doesn’t have an agreement with MVD airport for Business Class passengers to access the VIP lounge. However, upon boarding, Cabin Crew were generous with their offerings of pre-flight drinks. Throughout the flight, Cabin Crew were always available. Business Class seats are fully lie-flat, and with the blanket/comforter and pillow they provide, it was very easy to go to sleep after eating the (rather small) dinner. I suggest having a substantial meal prior to boarding this 7+ hour flight. Before landing, breakfast consisted of pancakes, apple and orange slices, yogurt, cereal, and coffee. For the price, I believe COPA’s Business Class provides great value. Also, access to COPA’s VIP lounge at PTY airport is a nice amenity with WiFi/internet access, even though the food offerings are very minimal (I left the lounge and had a real meal at the main terminal). Overall, for me the comfort factor of sleeping on a flat bed during flight was well worth the price of the ticket, and all other "shortcomings" are secondary.

✅ Trip Verified | They are overselling all flights by 10% which means that the likelihood for economy class passengers to be put on standby and not being able to board is very high in comparison to other airlines. Compensation for not letting you boardi: 200 usd copa voucher and a night in a hotel that has stains in bedsheets and walls, and a really unpleasant bathroom. Will not use them again.

✅ Trip Verified | Airport Counter staff and Cabin Crew were polite and helpful. The SFO to PTY flight was delayed by less than 1 hour and upon arrival at PTY passengers with connections received a US$10 meal voucher, which was nice. The PTY to MVD flight was on time. The Economy Extra seats are worth the extra cost; they have a comfortable recline and provide seat-back screens with recent movies, t.v. shows, and the always-entertaining Flight Map feature. For a 7+ hour flight, the meal service is rather minimal (for dinner at departure: a small ham-and-cheese sandwich, yogurt, granola bar, and a soda drink; for arrival: 1 cup of coffee and 1 cup of water), so I suggest having a good meal at the airport before boarding AND bringing some snacks with you, as this is encouraged by COPA’s website. I intend to keep using COPA as the Star Alliance partner for trips to South America.

✅ Trip Verified | They cancelled my flight and had no replacement option. 4 months later - no refund. Copa airlines cancelled my flight about two months before the scheduled departure. They offered no options to replace the flight with an alternate flight. I was told to fill out a refund request on their web site which I did. After two months passed, I called again - still nothing. After three months I sent a registered priority letter to the headquarters in Panama. A little over a week later I received an email (falsely) claiming they had already refunded me. I called again and received busy signal after busy signal. Finally, I got through days later. Then, after a 42-minute call, the agent said he would process two of the three tickets and that I should expect another email within a week (not a refund – just another email), but on the third ticket it had to be handled by a different department and gave another email address for me to contact that department.

✅ Trip Verified | Never I’ve been mistreated like this before by an airline like this. You don’t need to take my word for it. Just try and reach their customer service. We’ve been stuck in an airport for 32 hours due to their lack of competence and unwillingness to help. They have no knowledge of international traveling rules and will not accept your proof when you try and show them documents. Plus, the moody attendant with her “supervisor” are the cherry on the cake when they deny you boarding and leave you talking by yourself.

Not Verified | The flight leaving Atlanta to Panama, the Atlanta check in line wait was two and a half hours. They only had 2 workers working. They lost my bag by forgetting to put a tag on my bag and then blamed me. Their service is terrible and they never called or did anything to help me. Customer service phone lines we called for 7 hours nobody answered. The claim I filed was 17 days ago, they have done nothing.

Not Verified | This airline has really gone downhill fast. The staff is using the Covid excuse to be rude and inattentive to customers. They sit and offer little to no customer service. I am specifically referring to business class. They do not even serve drinks in business class. Supposedly COVID is the big excuse. I am not convinced as other airlines like United have returned to normal and offer full service in business class. This airline has become one of the most pathetic on most routes. Avoid if possible and don't waste your money on business class.

Not Verified | I booked a flight with Copa to Aruba from Los Angeles. Due to covid, the flight was cancelled. Totally understandable. I was given a travel credit good through the end of 2021. When looking at available flights options, there were none for my original destination. I requested a refund of my original fare. By law, if the airline cancels the flight for any reason you’re entitled to a refund. It’s now been almost 2 years since I originally purchase my tickets. I’ve been requesting a refund for the last 5 months. I can’t even get a response. I’d highly suggest anyone looking to book a time keg and hoping for a shred of customer service avoid this airline at all cost! It’s one thing to have a delayed refund given the circumstances, quite another thing to be ignored and disregarded for 5+ months.