Complaint / review text:
My daughter became ill the night before a flight to Costa Rica. She was unable to travel. We immediately called ticket co., and followed their instructions. We also asked for the instructions on how to request a refund. We followed all instructions, faxed a Dr. Note and waited the 45 days they said it would take for a review. Three months later I received an email that the refund was denied. I did follow up every month April-July with the ticketing co. They said I could not contact Copa myself-I had to do thru the ticketing co. The ticketing co told me there may be a fee of $225.00 kept from the refunded ticket price but the ticket was $788.00 so a refund of over $500 was expected. After I was denied - I called again and finally got a number for Copa but the customer rep and supervisor said I had to go thru the ticketing agency again. The ticketing agency said there is nothing they can do the money is held with Copa-only they can refund it. I put in another request for consideration. They offered $80 refund - the cost of the taxes on the ticket. This is a lot of money for us to spend on nothing. It was a one time trip - we do not travel internationally. They offered us a credit for another flight. If they can credit us with another ticket to someplace why can't they refund the money instead?