Copa Airlines

✅ Trip Verified | Copa Airlines turned our travel into an absolute nightmare. My partner was denied boarding at check-in despite having the proper documents to enter Colombia. Their staff clearly had no clue about travel regulations, and they refused to take responsibility or even communicate with us properly. Calling their customer service was just as bad—rude, dismissive, and unwilling to help. They shrugged off our ruined trip like it didn’t matter. Copa’s incompetence and complete lack of respect for customers are shocking. Do yourself a favor and choose any other airline—this one is a disaster.

✅ Trip Verified | Were awaiting flight CM314, destined to leave from gate 207 at terminal 2 from Panama to Trinidad, boarding at 836pm,as indicated on our boarding pass and screen at gate 207. We sat for 3 ours in the seating area next to terminal 207. Approximately 40 mins after boarding time we were confused why no announcements were made for boarding and proceeded to step to the terminal gate 207 for assistance as a representative had only recently arrived. Terminal 207 was in our site at all times and displayed our flight information as our boarding pass. At this point a different flight appeared on the terminal screen and we were informed our flight had just left from a other terminal 20 minutes walking distance. Further adding to our confusion and panic no gate was seen assigned on the screens, after we were informed of the flight departure. The airline app also showed no change and we received no emails regarding a gate to our flight either. There was no call for boarding or individual names called on the announcement systems at any point in time. We proceeded to the COPA airlines help desk where we were informed that we had to pay in full for ticket changes for the next available flight. Our credit cards were at their limit but luckily the bank accepted else we would be stranded for good. We are currently stranded at Panama airport with no idea where our bags are, having no rest and feeling cheated and robbed. The airline attendants were completely dismissive, unpleasant and unhelpful. They informed us that “gates are subject to change without notice at any given time” and that we should have” looked at the screen” In all our years of international travel , never have we missed a flight or encountered this problem. On the morning of September 27th 2024 at 540am COPA airlines representative at terminal 2 Panama International Airport admitted that "something was wrong with the ‘Tocumen’ system and that we need to check in with her regularly to get gate changes. She further explained that this was a regular occurrence here and gates do not get updated on the monitor at the gate until close to boarding. COPA airlines needs to rectify this and make regular announcements or warn passengers ahead of time. This experience has left us traumatized.

Not Verified | This summer I came across the airline Copa Airlines, booking a ticket for flight from San Jose to Panama for $233. I was given a reservation number, to confirm it I called the hotline, where the lady informed me that I didn’t have a ticket, because they couldn’t (or rather didn’t want to) contact the bank. I had to buy a new ticket but this time at a price of $487 for 1,5 hours of flight. This time there was no problem with the bank. A very, very dishonest airline. I am writing this to warn other passengers on what principle this company with a star in its logo operates .

Not Verified | On the plane the staff hardly gave us any water and the water tasted like the plastic cup it was in. I am not surprised if anyone got dehydrated. The legroom was good and the seat was okay. Overall it was okay, I wouldn’t recommend it.

✅ Trip Verified | Copa is an unreasonably bad and negligent company. Our packages did not arrive despite the plane being empty. The support on the ground was absolute trash, negligent, rude and unhelpful people all around. From the support staff to the check in gates staff, to the manager in Rio everyone treated us excessively poorly. The food on board was also inedible. Never fly Copa

Not Verified |   Copa's customer service is exceptional. I have been scheduled for surgery and had to cancel a round trip flight leaving 4 days from now, with a return flight in 2 months. I have a full credit for me and my spouse, no hassle, with 1 year window. Other carriers provide flyer miles that expire, have black-out dates (so you can't fly), or change programs mid-stream. Copa has a heart and a sensible, efficient customer policy that places the customer first! Thank you Copa. Just one more reason to leave the USA and move to Panama!

✅ Trip Verified | On October 17th, 2023, I purchased a round-trip flight from Boston to Sao Paulo. I opted for a more expensive option (Economy Classic - $130 more) to have the flexibility to change flights if needed. When I attempted to change the final destination (to Salvador), I was informed that I couldn't even change the date because such changes must be requested more than 8 days ahead of time. This means I paid $65 for the ability to change the outgoing date within the next 2 days. Despite receiving conflicting information from various customer service representatives, my request to cancel the entire flight due to the unsuitable itinerary was refused. They offered credit for the same route, valid for a year, but I requested credit for a different destination within the Star Alliance's network, which was also denied. Having to adhere to the original itinerary resulted in a long layover and a change of airports at my final destination, causing additional problems. On my return from Salvador (November 8,2023), my flight was scheduled to arrive at 3:30 pm in Sao Paulo Congonhas airport. After arriving at Guarulhos airport at 5:30 pm, I waited at the terminal for my flight. It was past midnight, and the airport had few travelers. Despite waiting in line ahead of time to check in, when I finally made it to the check-in counter, the agent claimed they had called for passengers for my flight, but I did not hear any announcements in English or see important messages on the screens. The boarding crew was unwilling to wait, and the agent could not recheck me for the next flight. He provided a piece of paper and advised me to call Copa Airlines customer service for assistance. Despite calling for the next 6 hours, no one answered the phone. I also tried reaching out by email (Claim# 2077578) and wrote an urgent request but received only an acknowledgment of the claim on November 15 (7 days after). When I finally reached customer service by phone at 7 am, they rescheduled me for a flight 24 hours later with a long layover in Panama City and charged an additional $75 for processing the request. My travel time from Salvador was from 12:55 pm when my flight departed to 6 pm the next day when I arrived in Boston. On November 22, I received a final response stating that Copa Airlines is not responsible for the poor performance of ground services and will not issue a refund or compensation for my time, cost, and delays. Flight Details: - Booking Reference: BF5QHE Outbound flights: - Boston-Panama City, Wednesday 3:39 PM, October 25, 2023, Flight Number CM-705 arriving at 8:26 PM - Panama City-Sao Paulo, Wednesday 9:16 PM, October 25, 2023, Flight Number CM 759 arriving next day at 6:08 AM Returning flights: Original itinerary: - Sao Paulo-Panama City, Wednesday 1:43 AM, November 8, 2023, Flight Number CM758 arriving at 6:39 AM - Panama City-Boston, Wednesday 7:40 AM, November 8, 2023, Flight Number CM 704 arriving at 1:18 PM Actual itinerary: - Sao Paulo-Panama City, Thursday 1:32 AM, November 9, 2023, Flight Number CM0841 arriving at 6:28 AM - Panama City-Boston, Thursday 12:34 AM, November 9, 2023, Flight Number CM0366 arriving at 6:12 PM.

Not Verified | Was a frequent flyer with Copa for 11 years. Minimum of 6 flights yearly. Service and courtesy dropped horribly in the last 2-3 years. We bought a business class ticket return from Montreal, including the ability to change flights. They contacted us months later and told us they could not honor the return trip times as they had scheduling changes. We called as requested and they will not accept new dates unless we pay them another 1100 dollars, "new rules". We had a different incident last year where their Quito staff (including the manager) refused to all us access to our luggage on a scheduled stopover in Panama, though this is against their own rules. It is safer to pay more with another airline rather than accept risks of flying with Copa.

Not Verified | I bought a flight path from Rio de Janeiro to Bogota(BOG) to Panama City(PTY). At one point, the flight from BOG to PTY was canceled so I called to book a new one. I had to spend an extra $440 for the new flight on top of the original $600 that I already paid for the flight path. Later that night, I was switched back to the original "canceled" flight and not reimbursed for the newly charged $440. I spent hours (and at least 25 separate phone calls) trying to get my money back. They said they would refund me and later went back on that. They then said they would provide a travel voucher and went back on that too. When I continued to fight it, they threatened to completely cancel my flight if I continued to try to dispute the charge through my bank. When I got to Bogota for the layover, I did not even have a ticket on the plane to PTY. When I finally did get to Panama City (on a different airline) and they couldn't mess with my flight anymore, I disputed it one final time and got my money back through my bank since I did not, in fact, have a flight with Copa Airlines.

✅ Trip Verified | My business class seat on Copa was truly awful. The cabin literally smelt like urine. There is ample leg-room, but that's the only amenity on this plane (I got two itchy, unwrapped blankets that someone left on my seat). No screens, no wi-fi, no stowage room in front of me, and the stewards are inattentive at best. I can't believe I paid $1,500 for this filthy seat. The flight was delayed by several hours and then they reduced the amount of time for the delay so passengers who wandered off were left in the lurch. This is the last time I'll use Copa Airlines. I'm absolutely horrified!