Copa Airlines

✅ Trip Verified | San Jose to Panama. The nghtmare started in the check in process, where there were 4 employees in 4 counters and they were all "busy" with 2 customers. They didn't show any attitude to help and they clearly weren't in a rush to help the other customers. Regarding the boarding process, the passengers were all boarded at once without any order. On the plane, the food was awful. When arrived, my suitcase arrived broken. I claimed and they mentioned that it was nothing. I insisted and finally I got the incidence file from them. I claimed to the customer service and basically they said that it wasn't their fault and that they weren't going to pay anything.

✅ Trip Verified | Montevideo to Panama City. I had a complete nightmare ordering the tickets, spending several hours on the phone with unhelpful staff. I think at the end, I ended up having something like 8 calls to the customer support because Copa mishandled the payment several times, and at some point it looked like they were about to take the payment twice, then both requests disappeared from my bank statement and eventually they took the money the day before the flight. The whole process was extremely frustrating. I would never expect to spend several hours on the phone simply to pay for a ticket. When it then came to flying, I was not only improperly informed by the employee at the check-in desk who told me that I would miss the flight if I wasn't there an hour prior to the boarding time that was indicated on my electronic ticket. As I couldn't make sense of why I needed to be at the gate something that resembled 1½ hour in advance. Additionally, when I got on the flight I noticed I was moved to a middle seat instead of the window seat I had checked into online. Given that I checked in a long time in advance, I really find this is horrible service. When I contacted the support about it, I got delays in responses that surpassed the 15 day answering policy they have. Eventually I was offered a $200 gift card that I then need to physically send in to redeem when, or even if, I care to fly with Copa again. This took more than a month to arrive. I had bad experiences before, during and after the flight, and everything was handled so poorly. The whole correspondence took several months.

✅ Trip Verified | Panama to San Josè. Caotic boarding in Panama due to not clear explanation by the people at the gate. Boeing 737-800 clean, with a very good legroom and Sky interior. Smooth flight and, despite one hour of flight time, cabin crew served free drinks and a cold meal. Departure and arrival on time, nothing to complain. SJO-PTY. Very fast check in San Josè with very kind and nice personnel. Departure with 30 min. delay due to traffic in SJO airport. Embraer 190 clean, medium legrom and same service of the previous flight. It was the first time I flew Copa, for me a good option for destinations in that area. Well done Copa.

✅ Trip Verified | Panama City to Caracas. Little did I know that it was going to become my worst travel experience. I flew home for Christmas and Copa Airlines lost my luggage, they have me calling them non-stop for any update, they have blamed other airlines instead of taking the responsibility and they have even given me the instruction to do their job and get in touch with the other airlines involved in the issue. No essential expenses refund have been offered, even after I've requested them several times. In the event that you need any service from them, you will be left hanging.

✅ Verified Review | Managua to Panama City. For what you pay, Copa is a total rip-off. The flight was on time and I had no problems with getting my baggage, but the experience of flying with them is akin to flying with a budget airline. The cabin interior is worn and tired. The staff are bored and not interested and the food is abominable. It is obvious that Copa is cutting corners wherever they can and they don't care because they know their customers have no choice. Their flights are extremely expensive for the region and they can get away with it because they have a monopoly on a number of routes. Examples are Panama-Managua and Panama-Lima. It is ridiculous that Copa is the only airline that flies between Panama and Lima, Peru but they can do this because the airport claims there is not enough space for other airlines to compete. Copa has stalled the expansion of the airport so that other airlines cannot compete on these routes, but hopefully this will no longer be the case from 2018. I cannot wait to be able to fly with other airlines and ditch this overpriced, sub-standard airline.

✅ Verified Review | Flew Copa Airlines from New Orleans to Quito via Panamá. Terrible customer service. Staff were unwilling to assist or even offer a stand by option when I missed my flight due to there not being any attendants at the counter. They just can't accept any responsibility and were going to charge me a full ticket price plus a penalty fee. As a frequent flier, I have simply never come across this sort of customer service. Copa is just a sad excuse of an airline.

✅ Verified Review | Panama to San Juan. I will lose a business meeting tomorrow because of this cheap airline. First, they said that they called me a week ago and when I said "when I did my check in in the previous report, why they did not tell me about flight changes?" and obtained no responses. "why don't you send me an email?" No responses. Then, they said that my flight was cancelled because of the weather and I said "you did not cancel a flight from a week ago because of weather". Responsible airlines resolve their mess by buying you tickets with other airlines. This one even pay me the hotel. But this was even worse: I paid an insurance that Copa offered in their website, which is based in Panama City. That insurance also did not want to pay because of technicalities saying that "we covered you if the flight was delayed for more than 12 hours, not cancelled". When I asked "Does Copa ever delay any flight for more than 12 hours?", they replied: "No". Obviously, this is a way to cheat customers because no flight is delayed for more than 12 hours. Business people: don't fly with this airline, they are irresponsible and will make you pay for everything and be absent of your relatives and next meetings. A good airline is the one that resolve problems like this, not the one that thinks: "if things go well, we are good. If there is a problem, we don't care".

✅ Verified Review | I had 4 flights with this company: from Sao Paulo to Panama: airplane was late for 2 hours due to maintenance, made me lose the connection flight, Panama to Costa Rica no information on the boarding area, this was also late for 1 hour, plus we had to wait in air for +2 hours without too much information from the pilot about the weather condition in the airport. Crew simply don't care about your experience. Costa Rica to Panama. Initially informed to be a 20 minute delay, then 2 hours, then the flight was cancelled due to maintenance, I lost my connection from Panama to Brazil. Panama to Sao Paulo. Again late for 1 hour, no information on the boarding area. Food service was a joke (breakfast was a bag of chips). No upgrade if you ask for it. Before boarding, I asked for them to be sure my bag was in the flight, I didn't want them to lose it. Arrived in Sao Paulo, they lost my bag. Had to take additional 1 hour to fill a form and have a service request created so they can try (try because they didn't find what happened to it in their system) to find my stuff. Also, I had to book it some weeks before - the price was the same as if I were going to Japan or Australia (almost 2k USD). Two of the airplanes didn't have entertainment, a seat in front of me was broken and the person couldn't move it back.

✅ Verified Review | Panama City to Orlando. Poor inflight service, the flight was not full however the food selection I wanted was not available. They did not offer a blanket and pillow but they were in the overhead bin. It seems like there is no service culture, it is the basics to get from point A to B.

✅ Verified Review | Sao Paulo to Panama City. Food terrible, entertainment system outdated and terrible. Service lacking and staff attitude terrible. The seats are not comfortable for a 7 hour flight. Plane was clean, as it should be. Boarding was later than announced, delaying departure and arrival.