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:07/01/2025

  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 two airline tickets with Copa Airlines under the reservation codes BDDHCT and BDECT2, for myself and my mother, ******* *****. The itinerary was a roundtrip from ********, ********* *************** and back from ******* ****************, scheduled for August 2024.Copa Airlines canceled all flights departing from ********* and, as a result, issued us open tickets valid for one year, assuring us there would be no penalty fees or additional charges to rebook, since the cancellation was entirely their responsibility.However, despite our many attempts to rebook the ticketsespecially on June 1st, 2025, and again on June 28, 29, 30, and July 1st, 2025the airline has refused to complete the change. They are now demanding very high penalty fees, going against what was originally promised.During several calls, their agents even hung up on me, and I believe their call records will show clear evidence of this poor and unfair treatment.I am filing this complaint because Copa Airlines has caused serious inconvenience to me and my mother, failed to honor their commitments, and we believe we have been financially harmed by their conduct. I respectfully request a fair resolution: either the proper rebooking without penalty or a full refund for the service they failed to provide.

• Initial Complaint

  Date:06/10/2025

  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.

  Copa Airlines damaged my brand-new suitcase during a recent international trip. The bag was purchased for $181.60 less than a month before travel. Upon arrival, it was returned with severe damage. The wheels are broken and the bag has holes. A Copa employee at the airport desk took photos and filed the damage report. I later submitted the receipt and followed all required steps for compensation.Copa initially offered a $200 travel voucher, which I declined, as I do not plan to fly with them again due to this experience. They then reduced the offer to $130 in cash, well below the documented replacement cost of my bag. When I requested full reimbursement, they responded that $130 was the maximum amount they were authorized to offer and that I could either wait for them to consult their customer service team or open a new claim myself.This is an unacceptable and unethical way to handle a legitimate claim. I am being asked to take a financial loss for damage caused entirely by Copas negligence. Offering a voucher I cannot use, and then backtracking to an even lower cash offer, is not only unprofessional, it reflects a lack of accountability and basic customer care. Passing responsibility from one department to another is a tactic to delay and discourage resolution, not a solution.Copa Airlines refusal to fully reimburse the value of my property is not just poor customer service, its a violation of reasonable business practices. They damaged my belongings and should cover the full, documented cost to replace them.Resolution Sought:I am requesting full reimbursement of $181.60 for the suitcase Copa Airlines damaged in their care.Attachments:Receipt for luggage

• Initial Complaint

  Date:05/30/2025

  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 a ticket 4/18/2025 to travel from ********** to Colombia via COPA airlines. After checking in, ahving a PRINTED boarding pass and attempting to board my flight COPA informed me I couldn't fly because I needed to show proof of the yellow fever vaccine to enter COLOMBIA from **********. Even though the yellow fever vaccine is not mandated for entry into Colombia,only recommended and may be required for visiting certain areas I never received any information from COPA about travel or vaccine requirements' to travel.I was told there wasn't anything they can do and I am not able to get a refund. if an airline itself chooses to implement A vaccination requirement for passengers, they would also be obligated to clearly inform passengers BEFORE travel of all of the requirements and policies. This falls under general consumer protection and contractual obligations to inform customers about the conditions of travel.

• Initial Complaint

  Date:05/20/2025

  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 Details:On May 19, 2025, I traveled with my family of five on Copa Airlines Flight CM476 from *********** to ******. As we neared **********, the aircraft suddenly reversed course and headed to ******. After we were well on the way to ******, the pilot announced that Denver had been shut down due to weather. This was an exact quote. No alternative explanation or weather reasoning was provided.Upon finally arriving in ****** nearly four hours late, I spoke to multiple airport staff and security officers who confirmed that **************************** had not been shut down, nor were any flights grounded at the time we were *********** has become clear that the reason for the diversion was not weather, but likely a fueling issue or operational decision. The pilot and airline misled passengers in order to avoid responsibility and compensation for the disruption, as weather-related diversions often exempt airlines from offering refunds or ***************** family spent nearly 11 hours on board the aircraft with no explanation beyond a false narrative. I am seeking acknowledgment of this misrepresentation, an apology, and appropriate compensation for the time lost and the distress caused by this experience.Desired Outcome:A formal acknowledgment that Denver was not shut down as claimed.An apology from Copa Airlines for the false information and disruption.Compensation or partial refund due to the misleading handling of the situation.Your Contact Info:Name: **** ***** Email: ******************* Phone: **************

• Initial Complaint

  Date:05/16/2025

  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.

  Hi,On Dec 27th 2024, I received an email from Copa Airlines stating that my ConnectMiles account had been deleted with no explanation or prior warning. As a result, I lost my Gold status and all my accumulated miles.I have opened more than five support cases with Copa Airlines, and although some were escalated, I never received any follow-up or resolution.This issue has been ongoing for months, and it is unacceptable that a loyal customer with elite status is treated this way. I would like to request an investigation and the full reinstatement of my account, status, and miles.

• Initial Complaint

  Date:04/14/2025

  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.

  Im writing to follow up on a complaint I submitted through your website over 15 days ago. I have not yet received a response or acknowledgment, and I want to ensure that my message was received and is currently under review. Below is the original message I submitted:Original Submission:Dear Copa Airlines,I am writing to formally file a complaint regarding an incident that occurred on my flight on March 27, 2025, from ****, Colombia to ******, while returning home to ******************During the flight, a flight attendant spilled extremely hot coffee on my neck. The beverage cart was being moved down the aisle too quickly and hit an armrest, launching a hot pot of coffee into the air. The coffee splashed onto my neck, causing immediate and intense pain. I screamed out in discomfort. The flight attendant apologized, but I was left with red burn marks and stained clothing.I requested ointment or any form of relief, but it took an unreasonably long time for the flight attendant to return. Meanwhile, my fianc noticed red marks on my neck. She went to check on the delay and observed the flight attendant on her phone, possibly filing a report, rather than addressing my pain.When she returned, she said they recommend not applying anything to the burn. I asked for napkins to soothe the irritation, but no proper relief was provided during the remainder of the flightover an hour.Upon landing, I asked another flight attendant for ice, but he said there was none available. I then attempted to file a report at the Copa desk, but was told I had to do it online. This added to my frustration and made me feel dismissed and unsupported.There was no warning about the temperature of the coffee, and the carelessness with the service cart led to physical harm and emotional distress. This was my first time flying with Copa, and based on this experience, it will be my last. Sincerely, *********** Canela813-451-8470/ ******************** I would appreciate any updates on this.

• Initial Complaint

  Date:03/15/2025

  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 had a flight on January 28th from ******, ** to ******, Colombia. Flight CM 705 and CM 876.From the moment I received the Check-In notice 24 hours before the flight the website and app gave me an error message. The flight was scheduled for 2:47 PM, and I tried endlessly to Check-in and pay for my luggage using the mobile app, my mobile browser, and my laptop browser. Same error. I showed up extra early to ****************** in ****** to address the problem. Showed the Copa agent the error and he said to pay the $100 USD and file a refund request online since the baggage cost online is $65 USD. I asked why that was necessary since I was there already and they should assist me, and he said it wouldn't be an issue. Created a refund request and the agent assigned to me (****** *.) only copy/pastes generic answers and has offered absolutely no assistance during the weeks I've been requesting a refund. I provided screenshots from my browser history, from my mobile and laptop, with the January 28th date, with several searches that included "Copa Check-in", "Is Copa down?". Why would I be searching for those before my flight if I was not planning on checking in and paying for my baggage early? ****** *. refuses to escalate the case and confirm that the website and app were down.****** *. has not acknowledged nor reviewed the screenshots provided proving that I was attempting to access their site and the error kept being displayed telling me checking-in was not available at the time because the site was down. I arrived in Colombia shortly after midnight. It would have been impossible to search for those while airborne. The date of the browser history is very much visible. The resolution I seek is simple: Reimbursement of the $35 USD overcharged for my baggage check-in.

• Initial Complaint

  Date:02/17/2025

  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 purchased two tickets via Copa airline on July 6, 2022. The tickets were for September 9, 2022. On September 9, 2022. Both myself and my partner went to the airport, where unfortunately they tested positive for COVID-19, making us unable to board our flight. We were told that since it was due to COVID-19 we could have our flight rebooked free of charge. We have submitted every document they ask for, but COPA continued to tack on more things that we needed to send in order to rebook flights. Our last call with Copa customer service resulted in ****************** walking us through the submission of the last documentation and saying they would give a call back to rebook before the 1 year was up on our tickets. They hung up in our face.I have submitted every medical form before as we could not fly due to Covid. I have not receive an additional response after submitting in July of 2022.I have called at least a dozen times to have this rectified and have not been able to reach a supervisor or someone that can mediate this for me. I am aware of the 1 year contingency on tickets. I submitted documents numerous times prior to July 6, 2023. I have talked to agents with Copa and each time I was told to submit a new document. I have supplied everything that was asked of me, by Copa Airlines, with no support in successfully booking any flight using my existing reservation code. When I called in July, prior to July 6, 2023, I was told to submit another form that I had submitted twice before, the agent told me that I would be receiving an email or phone call to fix the issue so that I could book. I never received any notice after July 2023. I have called in to Copa Airlines at least a dozen times.I have asked for a supervisor or someone that can assist me with this to receive a refund, as I have done everything on my end and Copa Airlines has failed to support with this issue in a timely manner, resulting in this issue dragging past the 1 year *****

• Initial Complaint

  Date:02/03/2025

  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.

  Transaction date 28 Jan 2024 Flight date 29 March 2024 Reservation code A43A0F Ticket #************* Purchased for companion ***** LeitePereira for travel from ******** to Aruba Paid $1030.60 I was told by agent **** back in April 2024 to start refund process via Copa Airlines website and filling out the form and submitting documents that show that I fell ill the day before travel and for this reason was unable to go on vacation with my companion because she would be alone in *****. **** said you should get a refund if you follow the process and I did that. Ever since April 2024 Copa Airlines has been harassing me with slow responses even though their messages say they will respond in 5 business days the responses come like at months or I have to call them and the agent ****** told me on Feb 1st ******************************************************************* not to travel on plane and I submitted this then he proceeded to waste my time and said we can't offer a refund???? So then why waste my time by telling me different things since April 2024??? Very poor treatment of customers.

• Initial Complaint

  Date:01/27/2025

  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.

  Copa Airlines, illegally charged me for my luggage from *** to PTY on 8/30. Copa was supposed to give me a refund, they requested my credit card information back in Nov/2024 and yet I got to receive the refund. I contacted copa today and they asked me to created a new ticket, I created the ticket and now I have to wait and additional 15 days which is more like 30 days for someone to get back to me; the sad part is that I know that I will not get any reply to my emails like they've done in the pass. All I want is for copa to give me what the owe me, and I want nothing to do with this company. Another thing is that there customer service is bad they dont have respect for the customers, and they talk to down to their customers. They need to get retrained.