Copa Airlines Reviews 

Copa Airlines changed planes that had less business class seats. They reassigned my business class seat to economy and denied my refund request for the price difference. Update…. I had to resubmit my request to receive a refund and they gave me a $200 dollar voucher for a future flight. 2nd problem: before I received the voucher I made another upgrade to my Panama to Miami flight and the price was $183 but When I paid the price was hidden and it was only shown again after the transaction was completed. The price changed to $253…..this is known as bait and switch. I was going to challenge the increased price but since I received the voucher for the other flight that I was inconvenienced I just gave up.

I want to start by saying that the people of Panama are warm, kind, and welcoming. This review has nothing to do with them and everything to do with Copa Airlines, which is frankly an embarrassment to the country it represents.

Our nightmare began before we even left Lima. Flying business class out of LIM, there was no lounge access whatsoever — Copa has no lounge arrangement at Lima airport. Strike one.

Once on board, with only 8 passengers in the entire business class cabin, Copa managed to run out of the breakfast omelette. The only remaining option at 4am was a quesadilla. A quesadilla. On a pre-dawn international business class flight. This is not acceptable catering by any standard.

Then a medical emergency occurred onboard within 6 minutes of leaving the gate. We understand emergencies happen and wish the passenger well. What is not acceptable is that the aircraft sat on the runway for nearly 60 minutes before the captain made the decision to return to the gate. Industry standard for a medical return-to-gate is 15-25 minutes. That delay is an operational failure, not a medical emergency. That decision alone caused every connecting passenger to miss their flights.

Copa’s own app failed to update in real time, leaving passengers with no information during the delay.

Upon arriving in Panama City, the chaos continued. We were shuffled from gate agents to the lounge to downstairs customer service with no resolution at each stop. Copa’s response to stranding us for hours was to offer $150 per ticket and a vague promise of a fare difference refund they could not calculate or explain. They refused to provide hotel vouchers or meal vouchers despite this being entirely their operational fault.

After hours of negotiating we were placed in row 30 of 34 on an economy flight — middle and aisle seats — after paying for business class for our entire itinerary.

Copa hides behind the words “medical emergency” to avoid accountability for their operational failures. The emergency and the 60-minute response time are two completely different things, and Copa knows it.

This airline charges business class prices while delivering a product that falls short at every single touchpoint — catering, operations, customer service, and compensation. It is not a professional carrier and does not deserve the business of travelers who expect even basic standards of service.

Fly Copa only if you have no other option. We will never fly them again.

HORRIBLE HORRIBLE HORRIBLE HORRIBLE WILL NOT EVER FLY WITH COPA IF THE FLIGHT WAS FREE IN COLOMBIA HORRIBLE CUSTOMER SERVICE AGENTS UNPROFESSIONAL A LONG LIST COLOMBIA IS NOT SAFE LADIES STAY AWAY

This is the worst worst airline..while the fares are very reasonable, that's all.
Flying ftom.Boston on a 830 ann flight, business class lounge opens at 9!
Aircraft ate old, seats are very uncomfortable and no leg room
Service is awful, well therr is no service.
Flight attendants sit in galley on their phones, you have to ask for anything you want.. even water.
Lounges in Panama are disgusting, they should be embarrassed. Same experience to Rio
On return what a nightmare. They anyone board when they want, about 50 ppl boarded in special needs line, while business class & star alliance gold waited. This time flat beds.. with pillow blanket & bottle water. But again no service
All flight attendants stand in galley talking and even blocking door to toilet.
Food was disgusting, cold yogurt, horrible eggs. Flight panama to boston, flat beds, no pillow. Blanket or water
Entertainment system not working
Again not one bit service. Upon landing boston. Guess what, they don't pay fees to use jetways so you park remote and have to bus to terminal. Never never will I fly them and I'm sharing this with lots of travel professionals

I'm still awaiting for a resolution to my on going claim and complaints! The customer service, or rather lack of is absolutely atrocious. The $50 you try to offer me or a cheap plastic replacement suitcase is offensive and disrespectful!

I have asked 5 times now for an official address for a legal claim to be submitted via s lawyer if this is the route you want to go.

Can someone finally provide an official address for your legal department??
I'm getting sick and tired of chasing something that is my customer right!

Let me remind you of you responsibility as a carrier that is literally included in your section 15 of Air Transportation Agreement:

ARTICLE XV
LEGAL ASPECTS OF CIVIL LIABILITY
(DOMESTIC AND INTERNATIONAL)
Section 15.1. Panama’s National Air Transport’s Liability Policy. Decree 21 dated
January 29, 2003.

15.1.1.2. Baggage and Cargo. THE CARRIER shall be liable for loss,
destruction or damage to cargo or checked baggage if the act causing the damages occurred while
the cargo or baggage was under the custody of THE CARRIER or its employees, either on board
of an aircraft or at any other place.

Therefore,

I'm awaiting for my full refund and stop insulting me with your petty offers!

Do not fly COPA Airlines. It is not worth saving a few dollars on a flight to have your belongings stolen by the airport workers. After clearing my carry-on bag through TSA at Tocumen Airport in Panama City, at a second security checkpoint an agent removed from my bag completely sealed, dry coffee grounds (gifts) which were within regulations and had already been scanned and passed TSA baggage policies. The agent said if I checked my bag I could keep the items. I had a bad feeling about checking my bag and the pressure the agent was putting on me for some strange reason. I am glad I decided to keep my carry-on with me. The supervisor of the second security check point became very nervous when I documented what they were taking from my bag. She told me I couldn’t take pictures. She grabbed a black backpack from behind a chair and quickly put it on while she continued checking through COPA customer’s open luggage.

There is an organized theft ring amongst the workers at Tocumen International Airport, particularly COPA Airlines. I would guarantee you if I had checked my bag to save the coffee, the agents would have told their buddies “handling" the luggage under the plane to just take my whole bag, coffee and all.

After researching COPA Airlines issues with theft more thoroughly, I see several documented and even high profile cases of stealing (see article on Cuban musician Camilo Bonne having his belongings stolen on a COPA flight in 2025).

Untrained employee had me over 3 hours waiting at the TPA counter to check me in. The very unpleasant, unprofessional manager women standing next to her did not help her. According to this manager, the employee needed to figure out how the system works. Where do you get these losers from. In addition, some flight attendants are arrogant and insulting. They seem to forget that they are just waitressing customers. Without us, they would no had a job.
Where are the directors of COPA to improve customer service?

In general I liked it, but the big thing, is that they think pinguins and polar bears are their passemgers, and its freezing cold. For 7 hours we were dying of cold, and the lady didn't even offer a blanket when we complained, I can't understand why they put that AC extremely cold, people around us cover with winter clothes, with that temperature we can get easily sick. Please Copa put AC temp. moderate. Thank you!

NEVER FLY WITH ANIMALS!

Copa has very strange rules, not allowing flying with animals if there is a connecting flight! We were denied boarding and lost $1300; even they charged us for the dog! We spent 4 hours on the counter; we purchased a separate ticket as an extra seat for the dog; we paid a fee for the animal, and we lost all because of lack of respect. The manager was super rude; they just said in Spanish, "Let them go and claim money in our office...just send them out!" NEVER AGAIN WILL WE FLY WITH COPA EVER!

Pls write me an impactful review based on following facts 1) bought two one way tickets Caracas Miami on May 14th to fly on May 15th due to an emergency at 1.30 pm for $ 2200 each,the Panama miami in business as no availability in economy 2) when triying to change to an earlier flight no availability in business , no refund and penalty of an additional $ 460 3) as a comparison fare round trip in AA $ 1.200 and Laser $ 935 no seats for that day 4) very hostile tariff policy towards its customers 5) hope this message reaches their managers and I get some kind of compensation 6) reservations under Alberto van Heel

I hope we never fly on Copa Airlines again. They told us that the "weather" was an issue (it was barely raining) so we couldn't land (not believable). We then landed 15 minutes later at Quito International Airport. Obviously, it wasn't due to inclement weather. This left us only 30 minutes to meet our connection. But it gets worse......

My 2 suitcases never arrived. They were in Panama City & we were in Quito. We paid over $100 for an extra suitcase. We landed at 5:40 pm. We didn't get out of the airport until 7 pm because we had to fill out a "lost baggage report" with a company that was not Copa Airlines.

10 people were in front of us. It took about 1 hr and 15 minutes until we could, finally, exit the airport after flying since 9:50 am.

We were told that our luggage would arrive at our apt. at 12 pm. We waited ALL DAY for our luggage to be delivered. We thought we would never see our luggage again.

So we went out at 7 pm. 7 HOURS AFTER we were told our luggage would be delivered to our apt in Quito. We were having dinner and we left the restaurant to make sure we would attain our luggage at the apt we were staying at. Thank you to the great security team at the apt. No thanks to Copa Airline.

Do yourself a favor and book with another airline other than Copa Airlines.

A horrible introduction to Quito Ecuador. Sub-par service from Copa Airlines.

In a round trip flight, both with stops in Panama, the transfer was missed.

Flight to my destination was delayed, missing the transfer, flight home was delayed. Im currently in the airport right now and the support told me, no idea what is happening next, just wait. The support told the people in front of me, they would be delayed for 2 days, no alternatives.

This is my first and last time taking Copa. If I could shout from the hilltops such that nobody takes this airline again and it shuts down, I would gladly dedicate time and effort to shut down this airline. If youre going to be this late, at least offer support rather than stranding your passangers.

I needed to make a minor change to a ticket that cost $980 and they charged me $2600. I verified that there were no additional issues and there were many flights available for less than $600 for a whole new flight. They're lying. To book an entirely new flight completely ignoring my original flight would have cost $960 but they charged more than double that. I will never fly Copa again. Absolutely total liars and essentially extorting false fees.

They have issued a refund but the refund didn't arrive to the bank, my bank is asking for a proof and they are not sending it.

avoid.

Do not book flights with this airline. It’s outrageous. The staff are rude, the service is terrible, and for 5–8 hour flights, their business class seats are equivalent to economy seats on other airlines. If I had known this, I would NEVER have bought a ticket with this airline.

​I am writing to express my extreme dissatisfaction with the service provided by Copa Airlines staff. Despite presenting an official email from the Cuban Embassy confirming that I could travel and purchase a tourist card upon arrival (due to the May 1st holiday delaying e-visas), I was denied boarding. This was particularly frustrating as I am a Canadian citizen and do not require a visa to transit through or visit Panama.
​When I attempted to resolve this through customer service by shortening my trip to just Panama, I was asked to pay an additional $1,000 on top of my original $1,000 fare. Charging double the original price for a shorter route is nonsensical. Furthermore, the desk agents were highly unprofessional, redirecting me to one another in circles. Their behavior felt predatory, strongly implying that I would need to provide an "under the table" payment to resolve the issue. This level of service is unacceptable.

Subject: Formal Complaint and Claim for Compensation Regarding the Harm Experienced at and After the Airport in Cuba

Dear Sir/Madam,

On the evening of January 10, 2026, between approximately 8:00 PM and 9:00 PM, I experienced serious hardship at Havana Airport in Cuba at the hands of Copa Airlines personnel. I present the events chronologically and within the legal framework below:

1. Failure to Take Action and Misdirection:

Following the intervention of the United States in Caracas, Venezuela, on January 3, 2026, I applied to Havana Airport on January 10, 2026, for the cancellation of my previously cancelled and suspended flights: Santo Domingo–Caracas on January 15, 2026, and Cuba–Santo Domingo on January 11, 2026. Due to the situation in Caracas, I decided to abandon my trip and planned to stay in Havana for a while before traveling to Medellín, Colombia, via Santo Domingo. However, while the necessary procedures for my flight should have been completed at the airport, I was deliberately and intentionally directed to an office in the city center by the staff. This redirection, despite knowing that this office is closed on Saturdays and Sundays, prevented the necessary procedures for my flight on January 11, 2026.

2. Calling the Police and Being Put on Standby:

When I refused to accept the incorrect redirection, the staff called the police, and my flight the following day was unfairly and arbitrarily put on "standby." This is a clear violation of my freedom of travel and passenger rights.

3. Slander, Misinformation, and Psychological Pressure:

The staff provided false and inaccurate information about me to the police. This situation caused me hardship not only in Cuba but also during my travels in Santo Domingo and Caracas. The police subjected me to psychological pressure and mistreatment, thoroughly examined my passport, kept me waiting for a long time, and subjected me to questioning by a superior officer, causing me significant stress. However, as a passenger holding a green passport and having served as a senior executive in 30 different countries, it is clear that I did not deserve this treatment.

The events described above clearly violate both national and international passenger rights and aviation regulations. Due to the deliberate misdirection, false statements, and practices of Copa Airlines personnel that obstructed my right to travel, I demand that action be taken against those responsible and that I be compensated for the damages I have suffered.

In this context, I request the following:

- **1330 US Dollars (USD)** in **material damages**,

- **10,000 US Dollars (USD)** in **moral damages**

These amounts should be paid to me in accordance with the severity of the harm I have suffered and international passenger rights.

I respectfully submit this for your consideration.

Sincerely,

Customer service is a major issue especially in Kingston Jamaica. Also they indicated that you can check in on line however you stand in these long lines again to check in at the airport. No sense of alacrity or urgency

Dear Copa Airlines Customer Relations,

I am writing to formally file a complaint regarding a deeply frustrating and unacceptable experience I had at your airport counter in Mexico, which resulted in me losing my business class flight to Peru.

I am a United States citizen, and I presented my valid U.S. passport at check-in. While the document shows normal wear from use, all personal information, identification details, and security features are clearly visible and fully legible. I have successfully used this same passport for international travel without issue, including recent entry into Mexico.

However, the situation escalated unnecessarily due to the conduct of your supervisor on duty. Rather than making a reasonable and professional effort to verify my identity through alternative means or manual inspection, the supervisor took a rigid and personal stance. He refused to accept my passport solely because it could not be read by the machine, without considering that the document was still clearly valid and readable.

What is most concerning is that the supervisor’s attitude became dismissive and uncooperative. Instead of offering assistance or solutions, he chose to close the case abruptly, leaving me without any viable option and ultimately causing me to miss my flight.

This situation reflects a serious lack of customer service, poor judgment, and failure to apply reasonable discretion in handling official travel documents. As a result of this incident, I suffered financial loss, inconvenience, and significant emotional distress.

I respectfully request the following:

1. A full refund of my unused business class ticket
2. Compensation for the inconvenience and damages caused
3. A formal review of the supervisor’s conduct and appropriate corrective action

I trust that Copa Airlines will take this matter seriously and respond promptly with a fair resolution.

Sincerely,
Myrko Martinez

Terrible i will never flight this crab of airline.
I purchased a round trip from Miami to Montevideo on February I had 1 luggage free and 1 carry on free and 1 personal bag free.
I got a email on April 23 that the policy changed and I had to pay for 1 luggage $70.00 starting on April 15. We'll that's a rip of because I bought my fare back on February so I shouldn't got charged.

So I paid for the seat and 1 luggage in Montevideo and they wanted to charge me again even when I showed my email that I had paid.

LAST TIME I COME TO PANAMA AND TAKE THIS CRAB OF AIRLINE NEVER AGAIN.

TERRIBLE CUSTOMER SERVICE.