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 340 reviews
4/10
3 star Skytrax Rating
Filter Reviews by :
Show
1/10

"do not use this airline"

(Trinidad & Tobago)

Trip Verified | Trinidad to Miami via Panama. My flight was scheduled to depart POS at 3:54 AM on 1/22/22, and it was not until I got to the airport at 1 AM that I found out COPA had cancelled the flight. I was approached by a rep who was not even an employee of the airline, who was good enough to get on to the local rep of the airline and have my ticket re-routed thru Guyana to Panama later that night. As Guyana needs a Covid test to enter (even just to transfer planes) which was not needed for Panama, I had to race around on Sunday to find a lab that could do this test in time for my departure. Anyway, I was successful and returned on time to be boarded on a 30 odd seat 2-propeller plane, and had to pay $30 for them to load my suitcase. You would think that Copa would pick up this tab and the lab tab as well, but no. It came out of my pocket! Guyana was an earthly version of hell, with the Copa staff offering no assistance to passengers transferring to their plane, even hiding their name badges when you asked for their names. I contracted Covid in Florida, and asked an attorney in Panama to rearrange the dates on my ticket; he had no better luck than I would have had, as I basically paid for a new ticket. No credit. Do not use this airline unless you love stress.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTrinidad to Miami via Panama
Date FlownJanuary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"They have been unresponsive to e-mails"

(United States)

Trip Verified | Flying via United/Copa Airlines from RNO to SFO to PTY to GYE on 3/12/22-3/13/22. Copa Airlines lost one of my bags between SFO and GYE. While on vacation for over a week in Ecuador, I followed up daily with Copa but they were unable to locate my lost bag. I incurred over $1,000 in expenses to replace various items during my vacation. I returned to the US on 3/20/22 and did not receive my bag until Thursday 3/24/22. When I submitted a request for reimbursement of expenses to Copa Airlines, they offered just $150. They have been unresponsive to e-mails and their phone customer service is horrible.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteReno–Tahoe to Guayaquil via San Francisco, Panama
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"go with a company with better reviews"

(Canada)

Not Verified | I tried for 24 hours to check in but their website would not recognize my booking code. I contacted my agency, they confirmed the code was correct and said I would have to check in at the airport. My flight was at 5:55 am leaving Mexico city which is a confusing airport to begin with and I was only able to arrive at the proper terminal just after 5 which is not Copa'a fault however the people at the desk would not let me check in saying the gate was closed an hr before the flight left however I cant help but think I could have still made it. I asked what I should then do and they gave me a number with the quietest assistant I've ever heard on the other end who was unable to offer anything close to help. I went back to the desk to find it empty. every other airline desk was staffed except for Copa for a full hour and a half while myself and other people waited for help. I eventually had to buy 2 new tickets as I was going to miss my connector as well, and after buying them, I attempted to check in for them right away. after waiting inline for another 45 min after the staff finally came back, I was turned away as they said they would not check in other flights until after they had finished booking the current on and to come back in an hr and a half. I did and they had issues printing my boarding pass, then a supervisor was required who was half an hour late. finally after another 20 min I had a boarding pass with no seat registered. I inquired and they said they had overbooked the flight and that there was no guarantee of a seat which would again mean I would miss my connector and have to buy a 5th ticket from them. eventually I did get a seat on that flight however I will go out of my way to not fly with Copa again. Their web site not recognizing a valid reservation code, the non existent phone help, the 1 1/2 hour pause with no staff at the desk, the complete lack of any attempt to make any of the situation easier, the complete lack of any sense of urgency, and the possibility of missing a connector because of their ineptitude was astonishing. If you're planning a relatively complicated trip, I would go with a company with better reviews.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMexico City to Guayaquil via Panama City
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"They scammed me and other customers"

(United States)

Trip Verified | They scammed me and other customers. They changed my flight 3 times, this would have make me have 10hrs delayed. Obviously, I’ve canceled my ticket. It has been almost a year and they keep playing with me. No refund confirmation emails, reps don’t know what to do, long waiting call lines, not helpful customer service, no managers to talk to, empty promises of “getting it in a few weeks” and nothing happens, so bad it’s negligent.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteChicago to San Jose via Panama City
Date FlownApril 2021
Value For Money 12345
no
1/10

"Do not fly with these people"

(United States)

Trip Verified | I recently purchased a flight from Boston to Lima through Panama and upgraded to premium economy seats immediately. Within a few days I received notice that the airline had cancelled my flight and required me to call and rebook. After a very long wait I was informed that my only option was to rebook a flight with an additional stop, an additional 5 hours of layover oh and I would have to wake up at 2am to get to the airport in time. I was informed that I had a right to request a refund but they stressed several times that it would be months before they would process it. almost trying to scare me into taking the horrible option B. I chose the refund. Upon finally receiving confirmation that I would be refunded the ticket price within 60 days I noticed that my upgrade purchases were not included. Requesting clarification from customer service, they informed me that those purchases were non-refundable. What do you mean non-refundable? The airline cancelled my flight. Absolute Scam. Unethical Business. Do not fly with these people.
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteBoston to Lima via Panama
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
5/10

"service was indifferent at best"

(United States)

Not Verified | Chicago to Colombia in Business. Three of four flights were fine. With the exception of the CTG-PTY flight, service was indifferent at best. On the PTY-ORD flight, after the meal, the flight attendant did not walk through the cabin until the plane was arriving. I tried to give her some trash to throw away, but she just told me to leave it in the seat pocket. Classy. The breakfast on the way to PTY was pretty bad, but the dinner on the way to ORD was good. The inflight wifi didn't work on either of the two long flights to and from ORD. None of the planes had power outlets. The flight from PTY to MDE (inbound aircraft from YUL) had new business class seats that were further apart, however all the other planes had standard business class seats that would not be good for an overnight flight. Ground staff were friendly and we had no baggage problems. The lounge in PTY was a disappointment. Blaming Covid, there was almost no food, just a few packaged cookies and salty products, and only beer and tiny glasses of wine available. Copa got us where were wanted to go, but there was nothing impressive or especially pleasurable about the experience. I might fly them again because of the easy PTY connections, but I wouldn't go out of my way to do so.
AircraftBoeing 737
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteChicago to Colombia via Panama
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"book with a different company"

(United States)

Not Verified | Miami to Bogota via Panama. Second time this week they canceled us and rebooked a flight from Panama that wasn't compatible with the cat, knowing a strike is about to go down in Panama. Luckily, we are smarter than the average Copa manager and called to make sure the cat could get into Colombia. We were going to be stuck in Panama because nobody cared enough to make sure all our needs were met prior to the auto rebook. Yet to meet a Copa employee that deserves the $ they make, let alone more. Talked to one manager but he dipped at the end of his shift. Waited an hour to talk to the next manager and recorded the lack of a response. Meanwhile we would have missed check in for the flight. We canceled but fortunately, we were able to book with a real airline. My wife just ended her long time frequent flyer status with this airline. Safe yourself the headache and book with a different company
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteMiami to Bogota via Panama
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"not seen such a bad airline"

(France)

Trip Verified | It was such a long time that we have not seen such a bad airline. Flight almost 3 and 4 hours, you have 28 grams of salted biscuits and 25 grams of sweet biscuits Water comes without a glass. Directly from the plastic bottle And everything like that.
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteBelize to Mexico via Panama City
Date FlownMarch 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

"I don't recommend this airline"

(United States)

Trip Verified | I don't usually take the time to write reviews of this kind but I have to take the time now after what happened. We scheduled a flight from SFO to BOG on March 14, 2022 and after several weeks waiting found that the flight was delayed for 6 hours. Upon calling, we were told that we could arrange a new flight by talking to the airport directly. Upon arrival I was informed that there was no way for the staff at the airport to help with the change as the staff were hired by a third party. To add salt to injury, we were traveling with pets which proved to play against us as the pets were not in their records (fees had been paid to Copa) and a form was missing which we were never informed of in any of the more than five calls that we had with airline reps. We had prepaid our luggage and were told that they didn't have any records of such payment. We had to show our receipts as proof that we had already paid for our bags. We had paid three consecutive seats in the same row but we were given seats in different rows. We were only allowed to move after explaining our situation to later be asked to move again by a different flight attendant. I don't know if there is a way to make matters worse but they informed us that our connection flight would be delayed another 24 hours. I honestly don't recommend this airline to anyone and hope that everyone learns this lesson.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSan Francisco to Bogota via Panama City
Date FlownMarch 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

"Wasted time and ruined trip"

(United States)

Not Verified | Terribly unprofessional organization. Customer service is not existent. No one replies to the inquiries. I purchased ticket with confirmation number on their website only to be told that that it never captured. I was told to write to customer service but never received a reply. Wasted time and ruined trip.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNew York to Bogota via Panama City
Date FlownMarch 2022
Value For Money 12345
no