Copa Airlines

✅ 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.

✅ 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.

✅ 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.

✅ 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.

✅ 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.

✅ 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.

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?

✅ Trip Verified | My family group of six passengers was booked to fly IAD-PTY-POS and return Nov 19 to Nov 27, 2022. I've flown COPA before with decent experiences. Our outbound flight departed on time, but experienced mechanical difficulties on the tarmac and returned to the terminal. Outbound flight was then cancelled. After a ridiculously long wait because only one staff member seemed to be available to rebook, we were rebooked on a United flight to Trinidad the following day. Annoying, but I understand mechanical difficulties and the need to be cautious about them. After our arrival in Trinidad, we heard nothing for a week. Ominously, there was no reminder to check in 24 hours before departure. The website said to call Copa so we did, only to find that our booking but not the flight had been cancelled. Seems that COPA's IT system is too incompetent to understand that a passenger rerouted on another airline because of a COPA failure has arrived at destination. We were offered miserable options. 2 people could go on the scheduled flight, but the remaining four would have to wait for a day. Later that day, it became clear from Kayak that more seats were available on our original flight at 4am the following morning. I called to request that all of us be put on our original flight. The representative insisted that any change to our original flights would require a change fee of $75 per person. And, in the end, he claimed there were no seats anyway. To deal with this, my entire party of six (including a five and a seven year old) went to the airport at POS at Midnight for the 4am flight. We were put at the bottom of the standby priority list (which COPA said didn't exist/wasn't available) and were given the last seats, after many other standbys had been given seats. We had to run to get the flight. What sort of an airline cancels your booking because its system is so incompetent that it doesn't recognize that you flew outbound on the flight it booked for you after it cancelled your outbound flight? And then cancels your return booking? And then demands $75 per person to get back onto the flights it had cancelled in error from under your feet? Such a waste as other important things, like plane quality and service were OK. But it's impossible to give a decent rating when Copa makes such fundamental-- and hugely damaging-- mistakes.

✅ Trip Verified | I lost my first flight due to oversold tickets .. all they said was sorry and put us on the next flight for the next day. I hope no one goes thru this situation because I felt terrible upset knowing I planned my vacations for a whole year and lost more than 800 in only one day of my vacations plus parking money. Then in our way back they announced to the public who wanted to volunteer to stay because again they were overbooked! This airline is horrible.

✅ Trip Verified | The worst airline I have traveled with, customer service is disgusting, the lack of responsibility towards travelers is nil. After the flight is delayed because there is no runway at the Panama airport, they send it to another airport to refuel and finally arrive in Panama more than 3 hours late, and the traveler misses the connection, and the only thing say you is "We are very sorry, I reschedule your connection for the next day, but it is not our problem where you spend the night". Also the luggage never reached the final destination with the passengers, until more than 36 hours after the passenger arrived to its final destination, the luggage finally appears.