Copa Air Lines

Review: This was the first email I sent May 28, 2014

I flew Copa Airlines for the first time last November. I was happy with the service that was provided and decided to use them again on my trip to [redacted] from [redacted]. My trip start off, with an accident that caused me to be at the airport 65 min before my flight. The boarding pass said 60 min, they left before that time. I got the counter at [redacted] and there was no one at the corner, I got scared and started calling the airport to get someone from COPA and they were unable to reach anyone. I waited and waited and I was finally told the flight has taken off early.

This is the issue I have, NO one was at the corner, I was already checked for the flight had my boarding pass, but I could got to the gate since my bags had to be checked. I am also an access premier customer, there should had been someone at the corner. I have status on [redacted] and other airlines and I have never seen any airline that let all their people leave a corner to start boarding a flight. This is unacceptable and something needs to be done. When I was connecting in [redacted] in November , I was checked in and bags on the plane with less than 40 min left before the flight left. So I know time was not an issues.

When I finally got in touch with customers service, they charged me 698$ for change a flight that was not my fault, and caused me to arrive in [redacted] a day late. That price was more than my ticket for the round trip flight. This is unacceptable. This was one of the worst time I had with COPA. I am writing to have those fee refunded or in a form or an airline credit for another flight.

I got an email June 22,

Dear [redacted],

Greetings from Copa Airlines. I apologize for the lack of response to your emails.

Unfortunately, I’m still waiting for information from the departments in charged so we can offer you a resolution to your case. I will contact you as soon as I receive the information I need.

Once again, we apologize for the inconveniences.

Regards,

Ana C[redacted]

It is now Aug 22, 2014 and nothing as been resolved

Review: On or about July 11, 2014 I was admitted to the hospital in [redacted], [redacted], Colombia due to, later found out, a malignant tumor in my kidney. Immediate surgery to remove the tumor was required. I am a US Citizen and the best medical attention was in the US. I was able to arrive to [redacted] Airport in [redacted], Colombia on July 17, 2014. I went to [redacted] ticket booth and directed to Copa Airlines Customer Service booth from there to handle the matter since it was with them that I being taken care of. I immediately wendtto Copa Airlines booth 26, as directed, on or about 2:00 pm. I spoke to the agent Johanna Cortez; I explained that I was hospitalized for 5 days due blood-clots in my bladder as a result of the tumor found in my kidney. I cordially requested that I need my original flight back to EWR (Comfirmation #: [redacted]) be exchanged to the next immediate flight. I also showed her all the medical reports of how crucial I was to receive proper immediate attention. She then went ahead and proceeded to speak to her colleague and showed her the documentation as well. Her colleague told her that no where did it state that I needed to fly and that if any exchange were to be done, (if any at all) there would be a fee. They also informed me that there was no occupancies available with [redacted] & the earliest available date to travel for the exchange would be July 20th. That was a blatant lie because immediately when I got to the first available PC and there was occupancies available, as you will see on the attachments enclosed. In any event, your representative proceeded to tell Johanna & Johanna to me that if I were to exchange it for the July 20th flight, I did not qualify for a non-fee exchange. Obviously, due to the nature of my condtion shown on the medical records given to them it was a qualifying medical emergency for me to travel immediately, and I was forced by both your reps negligence to go ahead and purchase a brand new direct flight from Avianca Airlines 1,500,000 COP as shown in the attachment as well. Up to this point, due to your representatives negligence, I've wasted unnecessarily a ball park figure of $1130.00 collectively with Avianca's direct flight and Copa Airlined unused flight, just to receive the immediate medical emergency attention here in the United states. Attached in "Email 2" will also show Avainca's boarding pass and the [redacted] Medical Hospital Admittance that I was received the very same day of my arrival. I would not have had to spend that much and would have been able to travel if it were not for your representative's horrible and negilgent service on July 17, 2014. In return for your representatives lack of service and a disgusting and untasteful in its stead, I'd like to be compensated for the Avianca's flight as well as the unused flight Copa Airlines owes me. Last their is an open ticket, but is not detailed as this is. The ticket number is [redacted].Desired Settlement: Refund for non used service due to medical emergency.