4.7/10

    From 41 passenger reviews

    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.

    Daniel

    from - January 12, 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

    Last month I returned from a business trip to Colombia flying Copa Airlines & it was the worst experience of my life! When boarding the 2nd sector of my flight from PTY to CLO there was no room for my carry-on bag, so I was forced to leave it at the gate for Copa to check in my bag under the plane. When I got onto the plane, I saw there was plenty of room in the first class overhead bins, and tried to take my bag on the plane, but they still refused to let me take it with me! When I arrived in Colombia, I realized that my passport was still in my carry-on bag, so immigration allowed me to get my bag from the baggage area and then go back to immigration. Unfortunately, Copa Airlines never put my bag onto the plane, and my carry-on bag together with my passport was still back in Panama! Copa Airlines never put my bag on the plane, even though it was on the gangway literally 5 feet away from the plane before take off! Everyone else who had their bags checked in last minute also did not receive their bags. The immigration supervisor would not let me into Colombia, since my passport was back in Panama! I was forced to stay overnight at the airport and was forced to take the next flight at 5am back to Panama! It was like the movie Terminal with Tom Hanks! Even thought I had a hotel booked for that night, I was forced to stay overnight in the departure lounge, and got no sleep all night. I also eat only kosher food, and all my food was in my bag, so I also had nothing to eat. When I arrived the next morning back in Panama, I had 3 hours till the next return flight back to Colombia. After complaining & screaming for over 3 hours to so many people at the Copa airlines customer service desk, they finally found my lost carry-on bag, and I was able to get my passport for the flight back to CLO. Copa Airlines would not let me take my bag with me on the flight, as they claim that my bag was in a secured area. Copa then had to get special permission to allow me to re-enter Colombia, since I was denied entry the first time. After 40 minutes of the airline attempting got make an international call, they finally managed to call Colombia and get permission for me to go back there and legally enter the country. I then flew back to Colombia for the 2nd time, and when I arrived this time I went to collect my suitcase and carry-on, and they lost my bags for the 2nd time!!! Not only did my bags not show up, but there were about 15 other people who’s bags also did not arrive from my flight alone! I had to file a 2nd lost baggage report 2 days in a row!!! Copa airlines then informed me that there are 2 more flights going from PTY to CLO that day, and they would deliver my luggage to my hotel, as soon as it arrives. My luggage never arrived that day, and I finally received it the following evening when I got back to my hotel. The baggage got delivered literally the night before my flight back to the USA. I had no kosher food to eat for my entire stay in Colombia, and was living off fruit and water! I had the expense of the hotel for the 1st night that I was not able to sleep in, and missed half my business meeting in Colombia. It was a terrible experience, and have asked Copa for compensation. Every time I called them, they were just useless, kept me on the phone for ages, and then did nothing to help me. My only recourse was to send them a email, which I did, and I’m now waiting for a response, which I doubt I’ll get! Terrible airline, never fly with them if you want your bags to arrive with you!

    Cacatúa

    from Copa Airlines review by Cacatúa - November 25, 2018

    Flew Economy Class

    Overall Score

    10/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      Yes

    Excelente

    Michael

    from United Kingdom - November 18, 2018

    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

    I took a flight from Managua to Panama (PTY) with Copa Airlines (CM) on 21/02/18 returning on 23/02/18. On the return i arrived at the airport nearly 3 hours before scheduled take off, but had to queue for 2 hours to get to the check in desk. At the desk the Copa operative told me i couldn’t fly to Managua because i didn’t have a yellow fever inoculation card. I wasn’t warned about this when i booked the ticket on the website, and i wasn’t warned about this when i checked in at Managua 2 days earlier. The first time that Copa decides to tell me i need a yellow fever inoculation card is when my flight is due to take off in 1 hour’s time. The operative told me that it’s my responsibility to ensure that i have the necessary documentation to travel. Later the same day i had a flight scheduled from Managua at 1.30pm to Houston USA and then a connecting flight to London UK. After much arguing i was issued a boarding pass as I “could be” in transit at Managua. In September the same year I had to make another journey to Panama, Tuesday 04/09/18 to Thursday 06/09/18. Aware that I needed a yellow fever inoculation card, I asked the CM check in staff at Managua Airport if this was still necessary for us to return to Managua in two days time. They said yes although for my wife, who is currently breast feeding, she is exempt from this. In Panama I paid 100 USD for a yellow fever inoculation. The following day I return to Panama airport to catch my plane to Managua and I’m told I can’t have a boarding pass because my yellow fever card isn’t 10 days old yet!! Again, no mention of this when I checked in at Managua Airport even when I specifically asked about the need for a yellow fever card. My wife and daughter flew to Managua without me and I spent a further 2 days in Panama before acquiring a letter from a doctor about my allergy to eggs thus making me exempt from the yellow fever card requirement. After returning to Managua I wrote a letter of complaint to CM demanding compensation as I believe CM are plainly negligent in this case. The reasonable person would say that the information that CMs employees used to deny me a boarding pass at Panama should have been provided to me by their employees at Managua two days earlier to prevent me from my financial loss. Especially given that I asked their employees at Managua if I would need a yellow fever inoculation card to return two days later. CM eventually acknowledged they are at fault. My claim was for 2 additional nights in a hotel and a partial loss of earnings on one day making a total of 394 USD. I believe my claim was entirely reasonable given the circumstances. However, CMs offer of compensation was for a travel certificate valid for 12 months worth 204USD. Given that I don’t intend to fly with CM any time soon this offer of compensation is virtually worthless. If you are considering flying with Copa Airlines then please read clause 9.1.2.1.1 and 9.1.2.1.2 from the contract of carriage, because it basically says that even if their employees misinform you about your travel requirements it’s your own responsibility anyway. In a recent email to me from Copa Airlines it starts:- “Thank you for choosing Copa Airlines Your opinion is very important to us and helps us provide you with worldclass services.” I think more appropriate and honest would be:- “Thank you for choosing Copa Airlines Your opinion is of no importance to us and we really couldn’t care less about you.”

    Diana

    from - August 9, 2018

    Flew Premium 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

    COPA AIRLINES DO NOT CARE ABOUT THEIR COSTUMERS AT ALL!!!! They mislead people, the lie, not an honest company at all and I am seriously considering taking this to Small claims Court!!! I was looking for a ticket so my son could fly to Colombia and surprise my parents, My sister already had a ticket from Washington DC to Colombia with Copa Airlines and I live in NC, so I went to the website and I saw they had the prefect option for me (Raleigh – DC- Colombia) and he was going to be able to meet my sister in DC at the gate and fly to Colombia with her. Copa classify the adults category as 12 years or more, so minors older than 12 years can fly by themselves. My son is 14 years old, so their system allowed me to purchase a ticket for him. The flight from Raleigh to DC was Copa operated by United airlines, but Copa Airlines in any step of the transanction mentioned any restrictions and they actually just allowed me to buy the ticket knowing it was for a 14 year old boy. After 3 days I received a call from United saying that my son was not going to be able to fly by himself if he was not 15 years old or older according to their policies, and that they didn’t understand why Copa Airlines allowed me to get this ticket knowing his age and their policies. so they suggested I called Copa Airlines , ask them to cancel the United flight and give me another option for Caleb to go to DC. So I called Copa airlines asking for help on this matter, and I spoke with 3 different representatives plus what they call a “supervisor” and this is their response: “”. Ms Diana, you should have read the “migratory requirements” that says that minors of more than 12 years old can flight ONLY in flights operated by Copa, so to cancel the flight with United that you purchased trough our website, you are not only NOT going to receive the refund but you are actually going to have to PAY 360 dollars for the penalties that will be caused by the changes you want to make”” I was like wow! not only I’m going to have to drive my son to VA, not get a refund for a ticket he is not going to use because Copa Airlines wasn’t clear or said anything about this restrictions, but I’m going to have to pay them for the changes? holly cow! this is serious!! so I went and read the migratory requirements that they were talking about , because how dare I didn’t read the little letters right? … Nothing. there was nothing on those requirements that even mention anything about a minor. Then they told me.. oh, what you didn’t read were the “terms and conditions”. so yes, we can’t help you and you are going to have to pay for the ticket your son is not going to use. So I went and read the Terms and conditions, every single little letter in there and… nothing…. So they replied: Oh no! is not the terms and conditions is the “Transportation contract” what you didn’t read Ms Diana, so I went to find the little link, and saw a 60 pages contract, and on 1 of the clauses, on page 15, they mention this weird clause that if any of you read you will not even understand that what they are saying is that minors older than 12 years old can only flight in airplanes operated by Copa. Seriously ? Copa Airlines? you guys are telling me that because I didn’t read a 60 pages contract, and a clause that nobody can even understand I’m going to have to pay penalties for a ticket I bought from you guys? when YOUR system allowed me to buy this ticket, when you don’t even mention in any step that if the flight wasn’t operated by Copa , minors cannot fly without an adult? What really worries me, is how they treat people, and how it seems like they just train people to act like robots that are only repeating a script over and over again instead of really helping the person. They treat people like they are dumb, like “How could you not read a 60 pages contract” right? and they give you the same answer over and over again, and there’s no way you can talk with a manager or someone who can actually look at the case and be flexible and care about their CLIENTS not a stupid protocol. Other airlines shows their restrictions in terms of age very clear, but this airlines literally make you feel like is all your fault for not reading a 60 pages contract that doesn’t even really describe the restriction very well. This is lying and misleading people!!! ** Copa Airlines even if you guys don’t even care, I will never buy a ticket from you guys ever again.

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