5.3/10

    From 35 passenger reviews

    Jean-marc

    from Panama - October 12, 2019

    Flew Business Class

    Overall Score

    9/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      Yes

    I flight often with Copa, at least 2 or 3 flights per month and they offer and excellent service

    Jay

    from Canada - October 9, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    EXTORTION POLICY AND PRACTICE FROM COPA AIRLINES FOR TRAVELLERS IN EMERGENCY SITUATION

    WE are stuck in ecuador since 6 days due to political events. We have contacted our airlines COPA AIRLINES to verify if there was an option to reschedule our flight to leave the country earlier due to the danger of staying here during all these protests and state of emergency from the government.
    The only answer from COPA AIRLINES we have is that we still need to pay 630$ to change our return flights date (original price paid was 250$). When AIR FRANCE, KLM AND DELTA are changing flights for 0$, zero fees, nada, COPA AIRLINES is EXTORTING THEIR CUSTOMERS and doesnt care at all at their security. Dont even talk to me about insurance or having booked a flight with a higher fare in order to be able to make changes. Once again, AIR FRANCE, KLM AND DELTA are changing flights for 0$, COPA AIRLINES just want to make $$$ and dont care about their customers.
    This kind of airlines should not be autorized to fly and I dont even understand why they are part of a group like

    Bomin

    from United States - June 24, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    I am writing you this at JFK. We were started to fly at 9:45 am. The flight was cancelled due to a mechanical problem. We are trying to get a refund for the past couple of hours. We having no such luck even though in their own air transportation agreement states
    6.7.2. Types of refunds
    (i) 100% of the value of the ticket will be refunded in the event that
    the Passenger has not used any portion of his ticket or that the interruption has
    occurred at an intermediate point of his departure segment and the interruption to
    his flight is due to an irregular operation such as maintenance or delay of
    equipment.

    Karin

    from New Zealand - June 14, 2019

    Flew Economy Class

    Overall Score

    5/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    For over 3 months, I have been trying to get Copa to respond to my emails and web messages regarding my fully paid and confirmed tickets, which I cannot retrieve via their ‘manage your booking’ site. I keep getting error messages, saying that my flights can’t be found. None of their self-help sites work. Their on-line call-center does not work, either. Copa customer services does not seem to exist. Only because of the help of a very nice travel agent, who had nothing to do with my on-line booking, did I find out about some flight changes, which possibly prevented me from accessing my booking on-line. Copa did not inform me or got in touch with me after so many attempts to get my problem resolved. After such bad service, I am not looking forward to my flights. Especially after having read all the 1-out-of-10 ratings, I am wondering, what could go wrong next.

    Shawnta

    from United States - June 8, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    Two days before my flight was scheduled to leave from Orlando to Panama City then to Costa Rica on May 14, 2019, my 17-year old daughter went to ER and was admitted to the hospital for emergency surgery the same day. I communicated with Expedia (purchased tickets through them). Expedia had me to send info from hospital detailing the events. Expedia has gone back and forth with Copa for two weeks with no end in mind to issue my refund for the flight. Finally, Expedia asked me to get involved with Copa directly. I have sent emails to Copa because no one will talk to you over the phone dealing with refunds. Every time I call,I am receiving the run-around and no one seems to know what I am speaking of. This is ridiculous. I have never experienced this issue with other airlines. I had an issue with American and within days my refund was in my account. Copa is not big on customer service. They are big on giving you a hassle. Several Expedia reps I’ve spoken with stated the same.

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