Copa Airlines review by Michael

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.”