Impossible to reach COPA via telephone
Dec 15, 2020, 6:46 pm
#1
Original Poster
Join Date: Apr 2009
Location: LAX
Programs: UA Plat MM, CM Plat, Amex Plat, Hertz CP, Hyatt Globalist, SPG Gold, Vons Club
Posts: 6,852
Impossible to reach COPA via telephone
Impossible to reach COPA via telephone.. I tried the 305 number and the 800 number listed on their website for USA residents. You either get a quick busy, circuits busy or unable to connect. I even sent them a tweet via DM 4 days ago and no reply, this is ridiculous. I have a substantial change in schedule and the email they sent me only lets me credit for the future or change travel within the next year. I want a refund.. I’ve never wanted to file a DOT complaint before, however I’m losing my patience. This is going on for six days. Unbelievable. Has anyone else experienced this?
Dec 15, 2020, 7:01 pm
#2
Join Date: Feb 2014
Programs: Amex Plat, Hilton Diamond, SPG Gold, Carlson Gold, CM Presidential / *A Gold, Hertz 5*
Posts: 1,648
305 371 2672 is working fine for me. I did just tell them about the 1800 freephone number being down - so hopefully they bring that up asap
Dec 15, 2020, 7:17 pm
#3
Original Poster
Join Date: Apr 2009
Location: LAX
Programs: UA Plat MM, CM Plat, Amex Plat, Hertz CP, Hyatt Globalist, SPG Gold, Vons Club
Posts: 6,852
Dec 15, 2020, 8:59 pm
#4
Join Date: Aug 2015
Location: IAH
Programs: UA
Posts: 605
I just tried several times each to all three of their published US lines. (My idea of fun in quarantine!) 305 371 2672 , 800 359 2672 , 888 494 2672 . All connected, eventually. But, I did have a noticeable fail rate, maybe up to 50%. Busy signals, "all circuits busy", "dialings" that drop before connecting. But all three lines at some point connected.
Dec 26, 2020, 3:55 pm
#6
Join Date: Mar 2011
Location: New York, NY
Programs: AA ExPl, DL PM, UA Silver, Hyatt Globalist, Marriott Titanium, probably some others
Posts: 4,101
If you want a refund and you can't get in touch with them, I don't understand why you aren't just filing that DOT complaint as opposed to threatening them here.
Dec 26, 2020, 4:47 pm
#7
Original Poster
Join Date: Apr 2009
Location: LAX
Programs: UA Plat MM, CM Plat, Amex Plat, Hertz CP, Hyatt Globalist, SPG Gold, Vons Club
Posts: 6,852
Because I had some patience and everything worked out for the best
Last edited by Flying Machine; Dec 26, 2020 at 8:24 pm
Dec 26, 2020, 8:12 pm
#8
Join Date: Dec 2020
Location: Panama City
Programs: IHG Diamond Royal Ambassador , CM Presidential, Marriot Bonvoy Gold
Posts: 125
The phone call service is dirt. I think this is intentional to avoid refunds as much as possible, since it took me more than 50 minutes to contact an agent, on a second occasion in October I waited more than an hour without being able to speak to an agent, which I got to faster solution that was to buy a new ticket and thus continue to avoid the stress of waiting on the phone
Dec 28, 2020, 9:49 am
#9
Join Date: Dec 2019
Location: GRU/LIS
Programs: FB Platinum, Smiles/GOL Diamond, LATAM Black, ALL Platinum
Posts: 280
After several attempts trying to join them by phone, I filled a DoT complain. They could not provide a refund but 2 weeks later I received a voucher with 25% bonus (fine for me as I "had" to fly COPA)
Dec 28, 2020, 10:38 am
#10
Original Poster
Join Date: Apr 2009
Location: LAX
Programs: UA Plat MM, CM Plat, Amex Plat, Hertz CP, Hyatt Globalist, SPG Gold, Vons Club
Posts: 6,852
Actually part of their change language permits you to book another flight up until the end of next year (2021) same city pairs, no change fee and the original ticket price you paid still stands (Subject to availability) Or, taking a certificate plus I believe it was a 20% bonus. Sounds like you could’ve done that all by yourself, why did they not offer a refund and what did you state to the DOT?
Dec 28, 2020, 11:23 pm
#11
Join Date: Dec 2019
Location: GRU/LIS
Programs: FB Platinum, Smiles/GOL Diamond, LATAM Black, ALL Platinum
Posts: 280
Actually part of their change language permits you to book another flight up until the end of next year (2021) same city pairs, no change fee and the original ticket price you paid still stands (Subject to availability) Or, taking a certificate plus I believe it was a 20% bonus. Sounds like you could’ve done that all by yourself, why did they not offer a refund and what did you state to the DOT?
Regarding DoT, I just said that Copa canceled my flights and offers only a voucher, that I will not have the opportunity to travel the same itinerary (which was a mess to be honest but the only solution I had at that time, with 3 different cities and always connecting through PTY), nor to travel with Copa within the voucher validity. I said that I asked Copa for a reimbursement, which they refused.
The DoT action accelerated my case and gave me the benefit of that 20% bonus that Copa did not offer at the beginning.
Mar 5, 2021, 5:28 am
#13
Join Date: Dec 2020
Location: Panama City
Programs: IHG Diamond Royal Ambassador , CM Presidential, Marriot Bonvoy Gold
Posts: 125
Jun 14, 2021, 10:42 am
#14
Join Date: Jul 2006
Location: ORD
Programs: UA Plat, HH Gold, MR Gold
Posts: 164
Does anyone else have a reliable way of contacting Copa via phone? I have been trying the 800 and also 305 number since mid-May and the call does not go through. I have an itinerary in June which Copa did a schedule change that will not work with our obligations.
Jun 14, 2021, 10:48 am
#15
Original Poster
Join Date: Apr 2009
Location: LAX
Programs: UA Plat MM, CM Plat, Amex Plat, Hertz CP, Hyatt Globalist, SPG Gold, Vons Club
Posts: 6,852
Does anyone else have a reliable way of contacting Copa via phone? I have been trying the 800 and also 305 number since mid-May and the call does not go through. I have an itinerary in June which Copa did a schedule change that will not work with our obligations.