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 391 reviews
4/10
3 star Skytrax Rating
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1/10

"charging me for changing the date"

(United States)

Trip Verified | I bought a flight ticket from Guatemala City to New York, I paid Economica Classic which it states on their website that you can change dates for free (one time only). when I decided to change my flight date, Copa Airlines was charging me for changing the date of my flight. I contact them over the phone, and I was told that I could make changes 8 days before my flight. I literally bought my ticket 8 days before the flight, if they stated this when booking my flight I wouldn't have paid for Economica Classic. When booking the flight it doesn't say anything about any restrictions for changing the dates. I tried to make a complaint and not pay for changing dates, and their answer was "if I check the policy changes on their website, it specifies all of their policies, and that they won't reimburse me." My issues is, it doesn't say any about any restriction when booking, that I specifically have to browse on their website for me to know all the policies, I don't think that is my responsibility, and they should be more clear about their restrictions.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteGuatemala to New York via Panama
Date FlownMay 2023
Value For Money 12345
no
3/10

"40 minutes late to disembark"

(United States)

Trip Verified | Positives: - equipment is fine, standard and relatively clean - entertainment is good. Free headphones. Negatives: - Customer service is trash. We had to change itineraries, started with a $1500 three leg ticket, had to change to two leg. Well once we did, the “value” of the ticket suddenly dropped to like $900 (because that’s what the new route would have cost in cash). 6 hours later, after sleeping a little and coming up with a new idea, tried to change it one more time to a different routing that would cash $1050. Copa agent insisted we would have to pay the ticket value difference of $150 (plus a change fee, annoying but understandable). We called back and got a more empathetic agent, she could reduce it a little bit her software literally wouldn’t let her wave the fair difference even though we had clearly originally paid an exorbitant about above the new ticket price. Copa agents routinely told us “that is not possible” and insulted my intelligence when discussing fees. Some of this is language barriers, but not an excuse for the snarkiness. Right now, I’m sitting on the tarmac after a 6 hour Copa flight. We’ve been sitting here for 50 minutes, and they are refusing to let anyone use the bathroom. At least 25 passengers have tried, mostly elderly and women. The flight attendant literally threatened to file an incident report if one of them wouldn’t sit down. We landed on time, but are 40 minutes late to disembark. The flight attendant just got on the intercom and announced “just as a reminder, since we landed on time no one will be getting hotels if missing flight. Go to a United agent to rebook on the next flight.”
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLima to Denver via Panama City
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"I will never fly with them again"

(United States)

Trip Verified | I bought economy seats but chose to pay extra for the premium seats. On my flight back from Panama to Atlanta, when I boarded the plane (I paid extra for the extra space seat and to be on the window, row of 3 seats), there was a 3 year old kid seating on my assigned seat and the kid's extremely overweight mother sitting on the center, taking about 6 inches of my seat due to her body size. The row right in front just had one passenger by the window, so I waited for the plane's door to close and I moved over, then an extremely unpleasant flight attendant came and told me to move back to my seat. I told him I had paid extra to be in the window and more room, he told me to tell the mother to move the kid from my paid/assigned seat (Paid an extra $65 btw for that). It was pretty embarrassing to be honest, the guy was on a power trip somehow, so I just sat back and kept my mouth shut, but the whole flight I had to be pushed to the aisle because there was just so much room for both of our bodies. If I had the chance to be on my seat, I could just roll on to the wall and be fine, but nope. The choices I had was to look like a jerk and tell the 3 year old kid to move or to suck it up. It was about a 4 hr flight, and 2 hrs into it, another flight attendant seeing my condition told me to move to the sit in front. The money you save flying with these guys is really not worth the trouble, food was awful, nothing to watch on the screens and most of the staff is unfriendly, they would be better attending to cattle, not humans. I will never fly with them again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAtlanta to Sao Paulo via Panama
Date FlownApril 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

"no type of compassion"

(United States)

Trip Verified | Of my 20 years of traveling various international and domestic airline companies I have never experienced or came close to experiencing the nightmare I have with Copa. Our flight was stopped mid take-off due to “2 bird strikes” and what we thought would only be an hour delay ended up being 7 hours because they also had to switch the cabin crew. Which in turn made us miss our connecting flight in which Copa did not want to compensate for new flights to my final destination or for an over night stay. We then had to book a new flight back home an extra $1300 & it pained me to give them more money but they were my only option being the main airline in Panama. The 2nd strike was when the travel agent did not fully book our flight home but only booked our flight to a connecting city. I then had to fork out additional money for tickets with another airline to finally get home. They have the worst customer service. I stood at 3 different service desks for more than 2 hours each trying to get some resolution. The supervisor in Panama was the worst type of person with no type of compassion. I will never fly with this company ever again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCartagena, Colombia to Panama City, Panama
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"never fly this airline again"

(United States)

Trip Verified | When we arrived in Bogota and went to get our baggage, my wife’s large suitcase has been damaged and there was one wheel missing. I made a verbal report to a Copa employee that was at the baggage area who took photo of the damage and told me to do a written report online which I did. 4 days after the report I received an email from the airline saying that they could not offer any compensation for the damage because according to them they were not for responsible for the damage . Copa will not accept any responsibility if your luggage is damage during their care. I will never fly this airline again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCaracas to Bogota via Panamá
Date FlownApril 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
5/10

"They are inconsistent"

(United States)

Trip Verified | This is about their baggage policy. It seems that you will get different answers. I flew from MCO to PTY and had a Medical bag with me checked in that flew free. But is seems that going from PTY to MCO there is a fee for a medical bag. I thought that if flying the the USA the airline had to follow our rules. Well I guest wrong. I had talked with their Customer Service department and they told me they charge for medical equipment baggage. They are inconsistent. Also print out everything, once the flight is over so is your online information. Just the basics is all you’ll find.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RoutePanama City to Orlando
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
4/10

"there was no one there"

(United States)

Trip Verified | First, we were rebooked for no known reason through a different country to get home, so the travel time was going to be longer, but that isn't the worst that happened. The bigger problem was that coming back from our wedding, my husband was asked if he could give up his "extra seat" as Copa was overbooked. He told them "no" because that is a comfort necessity for him. After that conversation, my husband started looking for other flights that we could take because he felt bad for the gate agent who was visibly distressed, and he found flights that would work to get us back home earlier and to a better airport. He went to the gate agent with that information, and she was ecstatic that they could get a few more people on the flight while accommodating us. The "original" flight took off, and then they informed us they were unable to get us on the other flights as expected. We were told that we would have a night in Miami on Copa, so we accepted that (not that we had any other choice at that point). When we got to Miami, there was no one there to take us to a hotel as had been promised. After calling, we were told that all agents were gone for the day, so we would have to submit a complaint to get reimbursed, so here we are! If you say you will do something, make sure it happens.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCuracao to Washington via Panama City
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
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