Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/27/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,I am writing to file a formal complaint against Copa Airlines staff for a serious act of misconduct and abuse committed against my mother, a 75-year-old Colombian citizen, during the departure process.On June 26, 2025, at ***************************** in *******, my mother was scheduled to board Flight CM212 operated by Copa Airlines at 5:14 a.m., traveling to ***********, where she would connect to United Airlines Flight UA727 to ******, **********, ****The entire itinerary was purchased directly through United Airlines at full price, and included luggage and seat selection. There was no reason for any additional payment.Despite this, Copa Airlines personnel demanded that she pay ******* Colombian pesos, claiming she had stayed more than 90 days in the country. This is completely false, as my mother is a Colombian citizen and therefore is not subject to stay limitations in her own country.She was intimidated and told she would not be allowed to board the flight unless she paid. She was issued a receipt under the label EMD Passenger Receipt, a code typically used for optional services such as seat upgrades or excess baggage, not for immigration-related charges. This appears to be a misuse of the system or potentially fraudulent action.I strongly condemn this abuse, particularly against an elderly traveler, and request an immediate investigation, a formal explanation from Copa Airlines, and assurance that such acts will not be repeated.

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Copa Airlines Customer Service,I am writing to formally express my dissatisfaction regarding misleading information presented on your website related to your Economy Classic fare.Your site clearly states that both Economy Classic and Economy Full tickets allow for no penalties for changessuggesting flexibility without additional fees. Based on this, I purchased a ticket under the Economy Classic fare, believing I could modify my travel dates without incurring change penalties.However, upon attempting to make a change, I was informed that there are penalties associated with Economy Classic, contradicting what is shown publicly. This lack of transparency is not only misleading but also negatively impacts customer trust and planning.If Economy Classic does in fact carry change fees, your fare descriptions should clearly state this and not use identical language as Economy Full, which truly offers penalty-free changes. The current presentation implies both fares offer the same flexibilitywhich is not the case.I respectfully request the following:1.A refund or waiver of the change penalty I was charged.2.A correction to the misleading fare information on your website to prevent other customers from being misled.Thank you for your attention to this matter. I look forward to your resolution.

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my disappointment with the service I received during my recent travels with your airline. My name is ***** *. *******, and I traveled on 05/02/25 Friday from *** (**********************************) to ****** (PTY) on flight #CM236, with a connecting flight to ************** (SDU) on flight #CM873. Upon arrival in ******, I was informed by COPA employees that the connecting flight gate had changed, and we were directed to a different gate. However, upon arriving at that gate, we were instructed to proceed to yet another gate.I understand that traveling abroad can be challenging, and I rely on the competence of the company employees to ensure a smooth journey. Unfortunately, after waiting for an extended period, I approached the counter to inquire about my connecting flight. I was informed that flight #CM873 had already departed. I was surprised, as I did not hear any overhead announcements regarding the flight's departure or any calls for passengers who had not checked in.I questioned the customer service representative about how this could have occurred, given that I was sitting at the gate. When they called for the flight I approached the gate and presented my ticket only to be told that the flight had already taken off and that I was at the wrong gate. I asked about the next steps in regards to getting me to my destination. I was informed that I would need to purchase a new flight at $321. The next flight would be 4hrs or later. I attempted to explain that the only reason I was sitting at the incorrect gate was due to the instructions provided by a COPA employee. After looking through my phone to ensure I had not overlooked any notifications regarding gate changes, I requested to speak with a supervisor. I was informed by the representative that the supervisor would not be available to discuss the situation. I asked if the supervisor was declining to speak with me. The representative stated that the option provided was my only solution.

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against: Copa Airlines /// Date of Incident: January 2, 2025 - Ongoing // Copa Airlines Support Ticket #: ******* /// Refund Amount: $1,815.83 USD ///On January 2nd, 2025, I booked a roundtrip ticket with Copa Airlines for travel to ****** on March 27th, 2025. Unfortunately, on January 12th, I was diagnosed with a life-threatening illness requiring a year-long treatment plan. Due to severely compromised immunity, I was medically forbidden from traveling. I promptly notified Copa Airlines of my condition on February 10th, and on February 14th, I received written confirmation from Copa Airlines that a full refund of $1,815.83 had been approved and would be processed within two billing ********* has now been over three months since that confirmation, and I have yet to receive my refund. I have contacted Copa Airlines support twice since then, and on both occasions, I was told to wait another two weeks. Each time, the promised time passed without resolution. This delay is unacceptable given the circumstances and the company's original commitment.I am filing this complaint to formally request the immediate issuance of the refund and to raise awareness of the lack of accountability in Copa Airlines refund process. I hope the BBB can help escalate this matter.

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In addition to the significant inconvenience of the late-night hotel stay and early morning rebooking, we demand a full refund for the upgraded seats purchased on the canceled flight 285. As the replacement flight CM4285 was on a different aircraft, we did not receive the reclining seats and television we paid for. That was the reason for the upgrade. The new flight given to us had no reclining seats, smaller seats, and no ***********. This is unacceptable, and the upgrade fee should be refunded immediately.

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Feb 27 - 2025 Dear Better Business Bureau,I am writing to file a complaint against Copa Airlines regarding a recent issue with a flight ticket. My name is ***** *********, and I reside in ************On January 31st, I purchased a round-trip ticket from *********** to ******** for my daughter on Copa Airlines, using my credit card. The travel dates were February 19th for the outbound flight and March 3rd for the return flight. However, my daughter encountered an unexpected problem and missed her outbound flight on February 19th.She then contacted Copa Airlines to book a new one-way ticket, assuming she still had the unused return ticket. However, Copa Airlines informed her that by missing the initial flight, she had also forfeited the return ticket. I find this policy unfair, as it seems reasonable to expect that she could use the return ticket she had already paid for, even if she booked a new one-way ticket.Copa Airlines' decision resulted in my daughter having to purchase another round-trip ticket at a higher cost. I am seeking your assistance in resolving this matter and obtaining a refund for the unused return ticket.Thank you for your attention to this matter.Sincerely,***** ********* Reservation: ACXKEO Copa Ticket Number *************

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an airline ticket with copa airlines October 2024. I then later on canceled my ticket purchased and spoke to a customer service representative for ********************** via phone in regards to my cancellation due to health related issues that had occurred with myself shortly before my travel date. I have an email regarding the cancellation that was received October *******. I dont recall if the phone call was before or after me processing the refund via online. Although, Ive explained to a representative the incident and contacted prior to the travel date and also never traveled. I am still being charged for the airline ticket. Ticket number ************* Reservation AQSVHC I am asking for a refund from copa airlines / uplift. I did not travel and contacted them days prior to travel date.

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  hola mi nombre es ***** ********** recientemente compre dos vuelos para *********************** honduras los cual acepte por que en el sistema decia ********************************************** envio a otra pagina lo cual cambio todo hora y fecha pues prosegui a compra despues de 2 **** salia que mi vuelo salia lo cual yo no habia comprado ******** fecha la frecha lo cual deseba viajar era el 18 de diciembre hable ese dia un dia antes para querer cancelar todo y me dijeron que no se podia lo cual me enfureci y trate de razonar me dijeron que no se podia lo cual me parecio mal despues me dijeron que el boleto hiba a vencer en 12 meses lo cual desidi hablar a mi banco lo cual la persona que ayudo me dijo que hiba a dejar todo abierto el vuelo para que yo lo pudiera usar dentro de los 12 meses y despues volvi a hablar a los doce **** y me dijeron que ya no habia boleto por que no me habia presentado lo cual la persona con la que hable me habia dicho que lo habia dejado abierto por favor devulevanme mi dinero aqui les dejo mo numero de reservacion AFR1FN

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The flight time was changed and so was the destination. This has increased expenses and they airline has not made themselves responsible for these changes. For example, taking into account transportation cost which is very expensive and would not have been a problem originally.

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, We flew Copa Airlines 8/18 from ****, **** to ***. We had a lay over in ******. Upon arrival to *** one of our luggage was damaged. The wheel was completely broken off the suitcase. Damage was ***orted to the *** at the luggage claim area. The luggage was also delayed for an hour upon arrival! We have followed up and they have stated they are not responsible for the damage. It clearly states in the *** website, airlines are responsible for damage to suitcases while in their care. I have again started a claim and wait for a response. Please help!