13 Oct, 2018 → by ClaimboUser990239
Nasty experience

Arrived on a delayed flight in San Fran in July to connect to my Copa flight complete with documented proof from the connecting airline. Copa runs two flights daily from San Fran to Panama; both late at night. Since we missed the first flight we tried to get on the 1:30 am flight. There was only one seat available and the other passenger would have to fly standby. The penalty for doing so was $400. We travel together so my wife and I declined. We were sleep deprived and called the Copa Reservation center and this time we were told that the cost would be over $1,100 but there were no available seats the next night. Try to get a hotel in San Fran in July. The choices were to live in the SFO airport for an additional two days, discard our existing tickets and pay $1,100 for a new ticket or alternatively, book flights to Panama on other carriers at ransom rates, and get some sleep along the way. We chose to fly to Miami and on to Panama. Added cost, an additional $2,400 plus the cost of the non-reimbursable Copa tickets. Later we learned that Copa customer service policies read as follows: If, for example, your connection to your Copa flight is late, then you become "no showed". Copa can then charge you a penalty and "fare difference" on your already paid ticket and the new flight price. Additionally, it can levy an administrative fee. A ticket is valid for the date of travel only, so if you miss a late at night flight you are out of luck, return to "go". There is no room for empathy, compassion or understanding for circumstances beyond your control. Incidentally the connecting airline that got us in this situation is in the same alliance as Copa. We experienced these procedures first hand and if you fly Copa, and things don't go right, you can enjoy the same customer abuse experience. On your next Copa flight make sure you have plenty of credit on your cards because when you do business with this airline there is only one winner.
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