Waiting until the pending charges charges disappear is my measure of last resort. I don't want to wait because the trip planned is around Thanksgiving and flights are becoming more expensive or unavailable every day now. Plus, technically they can just charge me again if someone decides that the payment and booking is valid. May be unlikely though.

The customer commitment section may help. Thanks for the hint. I didn't see that before.

Only if this won't get resolved I will try to escalate higher. If this is resolved somehow I don't see the need or benefit of investing even more time to make anyone in the company aware of such mess. There is nothing they could do to make me book Copa again anyway.