Copa Airlines

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.

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.

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.

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!

Excelente