Copa Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 296 reviews
5/10
3 star Skytrax Rating
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1/10

"I'm done with this airline"

(United States)

Trip Verified | I purchased tickets back in February of 2020 to fly on May of 2020 due to the pandemic the flight was canceled I received a flight voucher which they said that I could use before December of 2021. I have attempted to redeem on multiple occasions but they said that they are not flying to Guatemala right know but that on September 1st they were going to start to fly so I booked a flight for October 13th, 2021 on June 26th on July 7th I received an email stating that the flight had changed and to contact customer service which I did they said that Copa is not flying to Guatemala but that they could change my flight to United Airlines, that the days would stay the same, so I agree. I purchased the upgrade by Copa to select seats and for the first baggage to be included, they did not change that to the flight on United I have to pay again for baggage and seat selection I contacted them and they said that I paid Baggage with Copa not with United. I'm done with this airline I would not recommend this airline it's not worth the headaches.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLas Vegas to Guatemala
Date FlownAugust 2020
Value For Money 12345
no
1/10

"wouldn’t travel through them again"

(United States)

Not Verified | First time traveling through Copa Airlines and it was the worst. Got there at 3:00am, my flight was leaving at 6am. Check point took forever, everyone was slow doing their job, and we had to be taken to our gate by a worker there. By layover stop we didn’t have a seat, had to speak to someone for them to give our seats, and we couldn’t even sit together - when I bought all the flights a month and half before the trip. Honestly is overwhelming and I wouldn’t travel through them again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNew York to Punta Cana via Panama City
Date FlownJuly 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"I don’t recommend this airline"

(Canada)

Trip Verified | Do not buy any tickets from company. I didn’t even fly with them because My tickets got canceled By the airline. I applied for a refund 4 months ago. They said I have to wait 8 weeks But I didn’t received anything. After 8 weeks I applied for it update on my refund status and I received the email that say I will have an answer not longer than 15 days and I haven’t received anything - no updates, no money back to my account. I don’t recommend this airline.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteToronto to Georgetown via Panama City
Date FlownApril 2021
Value For Money 12345
no
1/10

"Please hire more people and try to be more efficient"

(United States)

Not Verified | Horrible airline, got there 2.5 hours early to be on time for everything, and have extra time. I had to wait more than an hour and a half to check-in my big luggage, I did my web check-in online to avoid big lines and still nothing. They need to hire more people to be honest or open more luggage check-in stations, because for people that do the right thing and are always early to be secure that everything can go the way it should be this is disgusting. Please hire more people and try to be more efficient.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteUnited States to Panama
Date FlownJune 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"lack of response is extremely disappointing"

(Costa Rica)

Trip Verified | I made a reservation for my wife and I to fly out of Panana City April 7 via Copa Airlines. Due to circumstances, we had to cancel the tickets just several hours later. We were told that the amount would be refunded. We are at week 10 and despite numerous phone calls, the lack of response is extremely disappointing. We have just initiated the dispute with our credit card company.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePanama City to San Jose
Date FlownApril 2021
Value For Money 12345
no
4/10

"the lady at the call center just hung up on me"

(Uruguay)

Trip Verified | I had to reschedule a flight due to the covid test not arriving on time. First, the call center is not 24 hours so I had to go to the airport to talk to someone from this airline only to be told that they couldn't help us, to wait for the call center to open, great. Once we were able to reschedule the flight and pay for the difference because the original flight was less than 6 hours away from departure (remember, the call center is not 24 hours), I tried to pay for a checked bag on the app, I couldn't find the option so I called the call center again, only to be informed that they only accept payment in person at the counter in the airport. Welcome to 2005 I guess. The problem? I don't have a credit card and Copa doesn't accept cash. I asked to talk to someone else who could solve this issue and the lady at the call center just hung up on me. My friend who lives in the US tried to come with me to the counter to pay for my checked bag but JFK doesn't let you in unless you are flying, my friend ended up waiting outside of JFK while I paid for my bag with his credit card. All because Copa lives in 2005 and doesn't accept pre-paying through the app or their website.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York to Montevideo via Panama
Date FlownJune 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"their customer service is non-existent"

(United States)

Trip Verified | This is perhaps the worst airline in the entire world. They have changed my itinerary or canceled flight(s) that I have made with them 6 times in the last 3 years. You cannot get an agent on the telephone. Their website is a joke trying to get help. When I do finally get an agent they just say, "I'm sorry", but provide no solution that fixes the problem. Then they tell you if you want to cancel the flight(s) because of their mistake, you will have to call another department to get credit for the flight that they canceled or changed without your consent. I am slow to anger, but their customer service is non-existent. I will never make another reservation with this airline again. How they stay in business is a mystery to me.
AircraftBoeing 737-800
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RoutePanama City to David, Panama
Date FlownMarch 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"nobody ever picked up the phone"

(Germany)

Trip Verified | I wasted hours trying to reach this airline, both at their main contact phone, and through their Costa Rican branch. I wonder what they were those guys doing there, since nobody ever picked up the phone.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Jose to Panama City
Date FlownFebruary 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"never fly Copa Airlines again"

(United States)

Trip Verified | I will never fly Copa Airlines again. After they changed the return flight of our ticket then a few weeks later canceled our flight altogether and pushed it one day, my friend and I were about ready to cancel the flight and get a refund. But after being told that we would have to request a refund and wouldn’t just receive one, we didn’t want to run the risk of them denying our refund and keeping our $700 tickets. AND apparently it would take 6 months for us to even receive an answer regarding our refund. So we decided to go. When we got to the airport, all of the announcements were in Spanish first, check-in was slow, and the employees didn’t seem to know what they were talking about any time you asked a question. After we checked our bags and finally got on the flight, 20 mins into the flight, they announced that we were having technical difficulties with the plane and that they were turning back to JFK. When we got off and I asked what the problem was, they said that they were having engine malfunctions. So we get off and while we’re walking to the boarding area, we were told that the next plane was “ready to go!” It wasn’t and we waited another 30 mins to board. Meanwhile, my friend and I are worried about missing the connecting flight in Panama to Belize City AND the other flight we have scheduled with another airline from Belize City to San Pedro where our hotel is. But they assure us that it will be fine and we receive an email about how our flight in Panama is delayed, so we are temporarily relieved. But then 10 mins after getting on the plane, an employee comes to us and says “you two are going to Belize? Yea, you’re not going to make it there. The plane in Panama is not waiting for any more passengers, they are leaving.” So we ask if they can just put us on another flight in Panama to Belize and they say “Oh Copa only flies to Belize every 4 days.” So we would be stuck in Panama for 4 days! My friend and I are livid, we get off the plane and demand a refund and our checked bags. After another 10 mins of the employees trying to find us and the other 5 passengers that were also going to Belize another flight (although we’ve made it clear that we want a refund and our checked luggage so we can go home NOW), they tell us and the 5 other passengers that our luggage is on the plane .. that just left to Panama. So we got off the plane but our bags were left on the plane! How did they not take our bags off the plane although 7 passengers in total had to get off because of their mistake! The incompetency was out of this world! I asked about my refund because at this point, we lost our money with the hotel reservation, we lost our money with the next flight from Belize City to San Pedro since we can’t even get to Belize at all now, and we lost the money we spent for Ubers to the airport and the ridiculous amount spent on nasty airport food. But apparently we have to speak to someone on the website to get a refund, there’s no phone number or department in the airport to speak to. I’m writing this review one day after the incident and I still have yet to receive my bag.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York to Belize via Panama City
Date FlownJune 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Customer service is useless"

(United States)

Trip Verified | I got turned away one hour before my flight for reasons that are still unclear. They said I had an onward flight to Colombia (I did not) and I needed to show them some paperwork (which I obviously didn't have). And now? Customer service is useless. No information to share. Might as well have been talking with a picnic table. Avoid this airline!
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteSan Jose to Quito
Date FlownJune 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no