My experience with copa snafu.....
I flew COPA a few years ago, Toronto-Guayaquil, via Panama City. COPA's aviation software crashed that weekend. It was AWFUL. Finally made it to my destination, but when I returned home I went on the COPA web site and responded to their "Compliments/Complaints" prompt. Received a reply offering me $500 USD plus out-of-pocket expenses. Within a month, $750 USD was transferred to my bank account. I had receipts for all additional expenditures, forwarded my passport information page, etc.
In my opinion, COPA stepped up to the plate.