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.

    Pedro

    from - April 28, 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

    As if spending two hours in the line during the check-in procedure were not enough, I was harassed during the flight by a member of CopaAirlines. As I came into the aircraft and went to my seat, I found it occupied by a member of the Copa Airlines crew, wearing their uniform. As he was denied by me the right to seat where I should be (a premium seat, by the way), he proceeded to verbally and fisically harass me. And by the way: the aisle seats are not ergonomic at all.

    Clayton

    from United States - August 16, 2017

    Flew Business

    Overall Score

    7/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      Yes

    My review is about treatment in Orlando. And I have no complaints about Copa Airlines. I purchased duty-free Rum in Panama while connecting to Orlando. My flight was fine. Even though they looked at my passport 5 times in Medellin, Colombia, and once with X-ray in Panama, I had difficulties in Orlando. I went through customs and immigration with no problem. At this point I am carrying my baggage and just want to leave the airport. Then there is another checkpoint. English is my first language and yet I do not understand what they are doing. Put your bags on the belt & remove your shoes. Why? I just want to go to the taxi area. We have to scan your bags for dangerous materials. I do not understand, I got here with multiple scans. I just want to leave the airport. OK. They scan me. Your bottle of rum is more than 3 oz. Do you understand that I am not connecting? I live in the Orlando area and just want to go home. You will need a secondary scan. An arrival at 10:55PM turned into getting home at 2:15AM.

    Donna

    from United States - July 7, 2017

    Flew Economy

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    The CM flight 236 on 20May from ORD to PTY was delayed on the tarmac just a couple of minutes short of the 3 hour limit. This was TOTALLY unacceptable. That flight delay made me miss my connecting flight to Lima, and made me miss the meeting and meal I was to have at my destination. I feel I need to be compensated for my discomfort and inconvenience. There should be at least a partial refund of my ticket.

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