Copa Airlines

✅ Trip Verified | The worst airline in the world, our trip was on August 29, they canceled the flight at the last minute, they offered an alternate flight almost until the next day without giving security of the connection in Panama, collecting the luggage was a nightmare, the lady at the counter He did us the favor of transferring us to United Airlines because we needed to reach our destination the same day United Airlines charged us for the full baggage ($160) money that to date I have not been able to recover, there is no direct telephone number to make the claim, only via email and every time I send an email they tell me to wait 19 business days for the refund of the money and from 10 to 10 we already go for 1 month and no money. La peor Aerolínea de Mundo, nuestro viaje fue el 29 de agosto, cancelaron el vuelo a último minuto, ofrecían un vuelo alterno casi hasta el día siguiente sin dar seguridad de la conexión en Panama, recoger el equipaje fue una pesadilla, la señorita del counter nos hizo el favor de trasladarnos a United Airlines porque necesitábamos llegar a nuestro destino el mismo día United Airlines nos cobró el equipaje completo ($160) dinero que hasta la fecha no he podido recuperar, no existe un numero de teléfono directo para hacer el reclamo, únicamente vía correo electrónico u cada vez que envío un correo me dicen que espere 19 días hábiles para el reintegro del dinero y de 10 en 10 ya vamos por 1 mes y nada del dinero.

✅ Trip Verified | I had to cancel my flight due to Covid positive results 24hr before the flight. Everything was going well at the beginning when we cancelled the flight/ticket, because we have been informed that they will refund. However, after almost 40 days I have been informed that Copa Airlines will not refund. This action is not fair at all.

✅ Trip Verified | Copa has to be the world's worst airline! The plane arrived in Panama City from San Francisco without time to make my flight to Chiclayo, so I had to re-route to Ecuador! No taxi or hotel vouchers or any assistance was offered had I wanted to wait until Friday for the next flight. There were no meals served during the flights. The 737 Max is a horrible plane! Crowded, and the customary video screens are missing. On the return flight to SF, a meal was served. But I could not order a special meal. They charge an atrocious $4.20 surcharge (or more) on the ridiculous $35 bag fee. This is because they force you to pay with a credit card! The returning flight from Quito arrives at midnight, so BART is not running! Avoid this airline at all costs!

✅ Trip Verified | I'll start by saying I really want to like Copa. The staff is really friendly at airports and on board, and they have a wonderful new terminal at PTY now operational. Unfortunately Copa has a unique ability to fail to think through their processes related to the new terminal and completely ruin the passenger experience as a result. They've completely snatched defeat from the jaws of victory, and my experience which I'll relay here is nothing short of Orwellian and bizarre. Having had several subpar experiences at the old terminal (T1), I was really looking forward to using the new terminal (T2) on this trip PTY-MDE-PTY. The outbound flight from PTY was a wonderful opportunity to experience it - the terminal is spacious, clean, modern and efficient - everything that the old terminal isn't. Everything worked well from check in to security, passport control and boarding and I was impressed. All Copa flights depart from the new terminal and everything functioned well. I should've cautioned my enthusiasm after my departure experience as I had no idea what awaited me on my return. On the MDE-PTY return for some odd reason that nobody could explain the Copa arrivals came into the old terminal, which struck me as odd. Why would you build a beautiful new terminal and not use it for all of your flights. Be that as it may, the flight arrived at the old terminal, and I went down to passport control and got through quickly but when I wound up in baggage claim to collect my bag I was astounded to hear that the Copa bags are all delivered to the new terminal. So there I was through passport control and in baggage claim and learned I was in the wrong place. I had to exit baggage claim, make my way to the new terminal via a severely under air-conditioned bus or walk in 30 degree heat and rain. I finally got to T2 but because the baggage claim area is secure, it was not possible to freely enter to collect my bag. Airport personnel insisted I solicit help from Copa to get me inside to get my bag. I spoke with about 6 different Copa employees and spent approximately 30 minutes gaining access. The Copa employees were helpful but not terribly sympathetic. They told me it was totally my fault (blame the customer) that I didn't know the bags were to be delivered and collected at T2 despite a T1 arrival. In my defense I heard no announcement on board, was sent no notification via email or text, was told nothing about this when I checked in for the flight, was given no piece of paper that explained this in Spanish or English, there were no Copa employees who met the plane at the old terminal to advise us to stay airside to go to T2 to collect our bags, and nobody in passport control or baggage claim to explain, no screens advising. In short there was no communication on behalf of the airline to assist passengers. Logically any passenger who arrives in one terminal would expect their bag to arrive in the same terminal. This logic was completely lost on all airport and airline personnel as I tried to collect my bag. I simply cannot understand nor accept that the airline and airport are not at fault by choosing to build a new terminal then not use it, force passengers to walk 1 km in the heat to collect their bags at another terminal and then implementing a a scheme that provides zero information about this to passengers at any stage in the process. It's absolutely shameful and disgraceful in every possible way.

✅ Trip Verified | This flight happened almost 3 months ago and they switched my seat last minute. I paid for premium seats, in the 5th row, in a window seat. Upon boarding, I was notified that my seat had been changed. I had to wait for a new boarding pass while almost everyone else boarded the plane, as the attendant was busy scanning everyone else in and having issues printing my pass so she had to just write the new seat on my existing pass. They switched me to the emergency exit row, in the aisle seat. I watched to see who got my seat and it was a lady with a small child, and children aren't allowed in the exit row so I figured that's why. Also, their stupid site can have programs in place to notify of seat issues when choosing seats for kids. This ruined my experience by 80%. I had really looked forward to the views from the window leaving my country behind, and the views upon entering a new one. Things would've been even worse if I had to join a customs line after that specific flight but luckily I didn't have to. Just a disappointment because I paid extra.

Not Verified | Disgusting the way they treat their passengers after cancelling a flight. After a 7 hour wait at the airport they gave no solutions to their customers, using an excuse that it was not their fault the flight was cancelled, but that “it was a technical difficulty “. No refunds, and the hotel they provided only offered fixed menus at the restaurant without any options for people who are vegetarian or had health diet restrictions.

Not Verified | Horrible experience. Waited 8.5 hours at the airport, and the flight was canceled, claiming weather problems, when other aircrafts were flying out. After rescheduling the original flight, we had a delay of 3.5 hours in Panama city, due to lack of airline crew. After arriving in Sao Paulo, another connection delay of 5 hours and change of airport to be able to get to destination, due to lack of professional manners of airline personnel. Do not choose this airline, or you will have the worst airline experience of your life.

Not Verified | Absolutely horrible airline, avoid at all cost. Could not check in for flight online, had to arrive earlier at airport. I was told there was an aircraft change and only 3 rows of first class. I was seat 3b but somehow was bumped to economy. Took gate agent over 1 hour to figure out. I paid for 1st class ticket but given economy seat for same price.

✅ Trip Verified | I am a frequent traveler, but I have never dealt with an airline as frustrating as this one. At the start of my flight I had to surrender my carry on, and I never saw it again. I filed a lost baggage claim in Manaus, and I did not even receive a copy of the claim. The agent told me to photograph the report, which was hand written. Three passengers on the half filled flight lost luggage, including some expensive fishing equipment. When I arrived in Panama City for my layover the baggage wasn't there, and employees brushed me off for two hours. Since the loss of the bag I have sent two emails to Copa, and I phoned them today. The emails have been unanswered, and the call was futile, I was simply told to send another email for them to ignore. This airline is staffed by incompetent people who are totally unconcerned about their service.

Not Verified |  Flight was 2 1/2 hours delayed, so Copa knew well in advance there were tons of missed connections in Panama City. They didn't have any employee at the gate to help passengers, not even a sign telling passengers where to rebook. They have TWO customer "service" people rebooking a huge line of people. Stood in line for 4 hours after being told on 3 different phone calls that Copa couldn't rebook us over the phone, and we had to stand in line. Waited for 4 hours with no food or water only to be told to go to a hotel for 4 days until we could take the next flight out. What a nightmare and I've never seen such an incompetent airline.