| My wife and I flew from Vancouver to Rio de Janeiro to visit relatives and a much needed vacation. On our flight back to Vancouver we experienced the worst customer services to date. The aircraft for our flight from Panama City to Denver came to the gate with a slight delay (no problem, that happens), we boarded and in a few minutes the crew informed that the aircraft had a mechanical issue that would take 30-60minutes to be fixed. Then, 10 minutes later we were informed that the doors would be opened so we could leave the plane and board the plane again once the issue was fixed. However that was said only in Spanish, which I understand, but a good part of the passengers didn’t. One of the flight attendants walked by and I verified if the information was correct, she confirmed and I told the passengers around me that we were supposed to leave the aircraft. We left and were told to be back in an hour to board the plane. When we got back the boarding gate had changed in the departures screen, but the gate where we boarded first affirmed that nothing had changed. Since it seemed confusing, I went to the customer service to make sure what we were supposed to do. The customer service confirmed the gate change, but all the passengers were still at the former gate going through security and getting ready to board the plane (which would no longer be taking off). Then we proceeded to the customer service help desk to look for a solution. After almost TWO hours of waiting (I was the 3rd person on the line) for answers or a position from the airline, which remained in total silence for most of that time, some of the customer service members for the airline were literally laughing at the passengers looking for assistance, of which was a lady with a two month old baby. Total disrespect. The customer centre was basically empty, only one young lady trying her best, but completely unable to assist, since she didn’t know what to do. The supervisor literally took of saying he would print boarding passes and didn’t show up for 45 minutes. After multiple attempts asking at the gate for more team members to come to customer centre to assist the passengers, two Copa agents showed up to assist. I was the 3rd on the line and it took almost 2 hours to get to the counter and be assisted... after a long wait Copa printed a few vouchers, which were not enough for all the passengers (they ended up printing more). A route that was supposed to take 23 hours, ended up taking 39hours. Then after all our check bags were missing. I called the company and I was told to send an email, which will take 7 to 15 days to be answered, and again, the lady over the phone, made little of the situation and said that eventually it will be taken care of. I wonder how this airline can be so disrespectful to customers... The level of disrespect at their customer centre at the airport in Panama City was just disgusting. It came to a point that the lady with a two month old baby said they should stop laughing because nobody was joking around. Simply sad and disgusting!