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 414 reviews
4/10
3 star Skytrax Rating
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3/10

"never pay for business on Copa again"

(Canada)

Trip Verified | Business class in a recently refitted plane provides no inflight entertainment system, no plugs to recharge phone or tablet. We were not provided with a blanket or even a small pillow (contrary to what I had read before booking) and the plane was cool enough that I had to use my down jacket as a wrap. Water was provided once in a small paper cup with no offers of a refresh. Copa entertainment app which I had downloaded not available on my screenless flight. The meal was yuck and only choice left for me by the time the flight attendant worked her way back to row 4 was beef. No veg or kosher options. My meal was identical to the one my friends had in economy. Seat 4E barely reclined So I am not sure what my business bump up actually accomplished. Would never pay for business on Copa again; what they say you will be treated to and what you actually get bear scant resemblance to each other. Icing on the cake when we arrived in Montreal near midnight we were told we would need to wait 45 minutes for our luggage. No explanation provided.
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RoutePanama City to Montreal
Date FlownFebruary 2023
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

"frustrating in the extreme"

(United States)

Trip Verified | We booked a roundtrip from Atlanta to Lima (CM881 & CM263), and Lima to Atlanta (CM338 & CM880). Both flights included a brief layover in Panama City. We also booked flights from Quito to Lima (Booking No. SP6MHI, Flights CM158 and CM337). This flight also included a brief layover in Panama City. The scheduled itinerary would've had us fly from Quito to Panama City, then from Panama City to Lima, then from Lima back to Panama City, then Panama City to Atlanta. It occurred to us that the flights from Panama City to Lima and Lima back to Panama City might be able to be skipped, so when we entered the Quito airport we spoke with a Copa Airlines desk agent about that possibility. She worked on the computer with another agent for about 15 minutes and printed our boarding passes only for Quito to Panama city and assured us that we could stay the night in Panama City and board our flight from Panama City to Atlanta in the morning. We stayed the night in Panama City as planned but when we arrived in Panama City airport this morning to board our flight to Atlanta, we were shocked to find that because we didn't board the flight from Lima to Panama City our tickets from Panama City to Atlanta had been cancelled. We had been given assurances by Copa representatives in the Quito airport the previous day that this would not happen. We spent about an hour talking with Copa representatives in Panama City about this but they were unwilling to help or honor the assurance that we were given in Quito. We were forced to pay a $535 penalty fee to re-instate our cancelled tickets to Atlanta. This is frustrating in the extreme and totally unacceptable given that we sought and were given permission and assurances in Quito that everything was in order
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePanama to Atlanta
Date FlownDecember 2022
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

"experience was a total joke"

(United States)

Trip Verified | My husband and kids were returning from a a trip to Brazil. We got on the airplane everything was fine. Upon entering Panamá we had only 1 hour and 30 minutes. The people at the gate checked out stroller cart when we asked for the tag so we could use it in Panamá. We had two small kids and 4 carry ons with no stroller to carry the kids. We asked for help before the flight and when we got into Panamá, both times we were met with "No". We finally got to our gate and had to go through yet another security checkpoint, even though we just had a lay over. So they asked for my green card for no reason. They were rude and yelled at us. After that my kids were hungry and thirsty. So my husband when to go use the restroom and buy some food and drinks for us. When he came back the lady told us we couldn't have food and drinks in the gate area. So my husband called us to the side of the gate area and tried to give my and my kids a drink and the lady yelled at us and said they can't drink it inside the gate area. The lady was standing there watching us. Like WTH. So my kids went out with my husband and I had to stay with the bags. Then when we got to the US our stroller was destroyed. The handle pad ripped, the cloth stained from grease and the sun visor broken. We tried to file a claim with Copa but they just brushed us off. It looks like garbage now. The whole experience was a total joke and just embarrassing for that company. We would rank it a big fat 1.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSão Paulo to Denver via Panamá
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
5/10

"alleged that my carry-on was over-sized"

(United States)

Trip Verified | On may way from the U.S connecting flights in Panama, the staff was rude, abusive and intimidating. They alleged that my carry-on was over-sized, and that my duty-free was not a personal item. They threatened me with no letting me board my next flight and they confiscated my duty free even though other passengers offered to carry it for me. They also measured my luggage in the measurement box they have at the gate, and even though it fit in it and it complies with the requirements, they insisted I needed to check it. No one in the ground on in the aircraft offered any support and directed me to reach out to their customer service but didn't help resolve the incident. The duty free is still confiscated. However, senior administrative personnel from Copa airlines contacted me to process the return of my duty-free purchase. He apologized for the miss-treatment and indicated they will conduct some training as he saw the video captured by their own cameras at the gate and agreed that it has been disrespectful. Because of that I'm rating them with a 5. On my way back, while in line to the security check point at the gate, I was finishing the last sip of a bottle of water. The woman at the check point rudely yelled at me, and even though I politely responded, finished my water, threw the bottle in the respective can, she continued to rave. She went as far as to abruptly hiding her badge so I would not see her identification. when I retrieved my phone to take a photo her coworkers and her threatened me again with not letting me board the plane. I encouraged them to be aware of the cameras and told them I was already in touch with a customer person at Copa Airline given a similar behavior on my previous flight connecting through Tocumen as I was explaining, they decided to turn and walk away letting me stand alone as I was still speaking. They didn't apologize for the treatment or for their threat about not letting me board.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Francisco to Cali via Panama
Date FlownDecember 2022
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

"No decent inflight entertainment"

(United States)

Trip Verified | Charge for Comfort seats is US$83 for each leg, be it a 3 or 7 hours long flight. No decent inflight entertainment. Shared screens that air whatever they please. Very low quality audio and earphones. They change your family reserved seats to separate middle seats. Food is scarce. Gluten-free meals just for Business class.
AircraftBoeing 737
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteMiami to Porto Alegre
Date FlownJanuary 2023
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 business class is a joke"

(United States)

Trip Verified | We've flown Copa 6 times because there were no options. If you have an issue, there is no person in customer service to speak to. Their business class is a joke. We didn't get priority boarding. The seats were just as narrow as coach. No wifi, you need to plug in with their headphones unless you packed yours. Ticket info is almost always wrong, gates change frequently. We had a major gate issue which caused us to run for 25min to another gate. My wife was 2 pregnant ... the worst thing happened around 20min of that run. I was even carrying her bag so she wouldn't have too much stress on her body. But it happened and she cried for a few hours while on our flight. Her Business Class seat went back and then broke. So she had to lay down for the 7hr flight. During landing they made her take the last seat on the back of the plane.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSan Francisco to Cartagena
Date FlownJanuary 2023
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

"do not recommend whatever the circumstances"

(Brazil)

Trip Verified | I bought a ticket with that company one week in advance because it was written on the conditions that I could change it with no penalties only paying the difference of price. When I tried to change it, they told me that penalties of $400 will apply (I paid the ticket $350). They told me that it was the normal procedure if we were to make change 15 days before departure. Just that this was not mentioned or written anywhere when I bought the ticket. Instead it was written very clearly that no penalties will apply. When I mentioned that very calmly and politely they hung the phone abruptly. I tried to reach them several times but all my attempts were unsuccessful and they have no physical shop in Rio. For me it is exactly like if I had been stolen from my money. In the end I could not travel and lost my money. I do not recommend whatever the circumstances to choose another company to fly with.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteRio de Janeiro to San Jose via Panama
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"service was minimal in business class2

(United States)

Trip Verified | We flew business class on Nov 23 from Dulles to Panama City Panama. It was an old plane but the seats were well maintained and serviceable. However, there were no 110V outlets and no screen or port access to video or music programs. Cabin service was minimal in business class. We were not offered a drink (even water) until over 1 hr into the flight when breakfast was served. The breakfast was adequate but several hours later there was no snack or other food provided. No alcoholic drinks were offered. After breakfast, we had to go to the galley to ask for a cup of coffee or water. The bathroom was in business class with miniscule with no room to turn around. Overall, it was at best a main cabin experience at business class prices on a long international flight.
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteDulles to Panama City
Date FlownNovember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
5/10

"the frills are rapidly disappearing"

(United States)

Trip Verified | Just back from a quick trip from JFK to Medellin via PTY in Copa's Business Class. As usual, they do the basics right, planes leave and arrive on time, cabin service is professional and the seat, while still a recliner, has a lot more leg room than most other airlines serving northern South America. Beyond that, in a supposedly full serve airline, the frills are rapidly disappearing. No pillows, no choice of meals (in Business) plastic tumblers for the wine on the connection from and to PTY, a tiny wifi screen and terrible earphones, disorganized and repetitive document checks and all this comes at quite a price. There is a quite nice new lounge in the recently opened terminal extension, but the only food on offer are so called "tuna sandwiches", in effect stale bread rolls with an impossibly thin layer of tuna paste. Instead of scrimping and cutting incessantly, why not think the other way around and put another $10 on the J ticket? That might fund a little bit more tuna and turn the rolls into an actual sandwich, it might fund the return of pillows and a dinner roll, slightly larger dinner portion, maybe more carefully prepared, a real wineglass and a few more lettuce leaves in the mini salad? Small thing matter to make an 8 hour trip into a less of an endurance test.
AircraftBoeing 737
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteNew York to Medellin via Panama City
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
4/10

"the cost of business is not worth paying"

(Brazil)

Not Verified | Main point: the cost of business is not worth paying unless you are ok with a limited recliner seat that is only wide though hardly reclines (could recline much further). This service cost me close to 2k return! I believe there should be a description of what is offered inflight especially if it’s less than that of the leading carriers. Time to make changes as Copa is privileged to have many flights and connects through the hub of the Americas. They cannot help but increase business and if management were more attentive to all aspects of service then there would be benefits all around. Unlikely to happen in a quasi monopoly. Further to this comment I can add that linking through the bigger airports in Brazil with higher traffic will get you a more modern aircraft or at least a seat that will go (almost) flat. Do not choose Brazilia to go to Panama if you are coming from another province: until now it will be the limited recliner at an exorbitant cost. Lastly, the app is very troublesome and many times it will not work and is undergoing modifications. Copa now have their own terminal a PTY Tocumen. Why not rise to the occasion?
AircraftBoeing 737-800
Type Of TravellerBusiness
Seat TypeBusiness Class
RoutePanama City to Brasília
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no