Description

On October 6, 2025, I called what I believed to be an official Copa Airlines customer-service number that appeared in Google search results: 1-(800)-335-9431. The representatives on this line presented themselves as legitimate airline booking agents. During the call, I clearly requested and paid for business class round-trip flights from the United States to Rio de Janeiro, Brazil. The agent confirmed verbally that my booking included business class both going and returning. However, after reviewing my reservation directly with Copa Airlines, I discovered that the agent only booked the return flight in business class. My outbound flight was issued in economy, even though I paid the full fare for business class for both directions. Copa Airlines confirmed that the agency did not pay for or issue a business-class ticket for my outbound segment. This means the agency kept approximately $400, which represents the fare difference between business class and economy for that portion of the trip. When I contacted the agency to question this discrepancy and advised them that Copa Airlines had confirmed the incorrect booking, the representative hung up on me. They refused to provide clarification or assistance, which strongly suggests deceptive or fraudulent business practices. I am requesting a full investigation into the business operating at 1-(800)-335-9431, as well as a refund of the $400 overcharge I paid for a service that was never provided. Their actions appear to constitute misrepresentation, unauthorized fare changes, and potential financial fraud. I am filing this complaint to seek appropriate resolution and to warn other consumers of this deceptive operation.