✅ Trip Verified
| Los Angeles to Medellin via Panama City. As a first time visitor to the United States, we had traveled all the way from Malaysia, after almost 16 to 20 hours flight, we were preparing for our next flight. It was at LAX when we were told we couldn't board the flight to Colombia because we did not have a visa. No one had told us or updated us that a Visa was now required as when we bought the flight tickets in March, it wasnt required. Somewhere in April the regulation changed and we weren't informed on this matter in any way whatsoever. In LAX, Copa Airlines only had the check in counter and the small hidden office which can be easily missed by the oversized baggage section. Note that you won't get to talk to anyone besides the manager, who's too busy helping everyone check in even though there's 5 to 6 reps at any given time. So we arrived at LAX at 6pm on 28 May 2019, and was lining up to check in for the 11pm flight to Colombia. When we reached our turn, all they could say was that we didn't have our visa and please step aside, the manager will attend to us in a bit. Knowing that we had to wait, we tried to work out the visa issue via online application. All this while, the manager was busy with checking in passengers. And after a few hours of not being able to do much, I went to approach the manager, and all they had to say was please don't step behind the counter area where only their staffs were allowed, and the manager will be with us shortly. And still waiting, not having had any dinner yet, and no place to stay for the night since we had not booked anything while still waiting for this manager, by then it was already 11:30pm. And we still had to wait for the last few people who missed their flight. By the time we managed to speak to the manager, she said to us, "what was your problem again?" All this time all I wanted to know was (1) can our flights be refunded, (2) if not, can we postpone the flights? That was it. And as simple as our questions were, she gave an even simpler answer, "oh in that case, please call the customer service number, we can't do anything here". Then we're like in our minds, you couldn't tell us this on the spot when we were waiting for the past 6 hours? The next day we managed to get the visa thing sorted out thankfully by pulling some strings with our Colombian friends on 29 May, we called the customer service number, and asked them to reschedule our flight as we managed to get the visa done. The price to reschedule? Guess what, its the same price as getting a new airline ticket. For 2 person, we had to pay USD1,800. Wow. We returned to Copa Airline counter on 30 May night. This is the best part, when we arrived at the counter, there was a white American and a hispanic lady. The American missed his 2nd flight because his 1st flight was delayed like 6 hours. Thats why he was there, and the manager offered him a complimentary place to stay, and a flight back first thing in the morning with any of the Star Alliance partners. However he kept insisting on getting on an immediate flight back regardless of the service provider, and this manager eventually let up and walked him all the way to American Airlines. Anyways this was like at 12 30am. We are extremely tired already. Eventually the lady manager was seen walking back, but she never came our way but continued walking away elsewhere alone. Eventually I got fed up and just got tickets American Airlines for USD 2500 for 2 person.