Complaint / review text:
I wrote many emails to a person who I thought was customer service. This agent never responded to my last emails - I was requesting a refund for a ticket purchased in July 2013 and not used. Had to purchase a new ticket in October because COPA had invalidated my ticket purchase in July. After many hours on the phone and many emails I found out that the "call center" is not customer service and that they don't work together. I had to submit my complaint to customer service via the internet. I wrote before to customer service but got no response.
Someone at the call center gave me an email address to write to customer service which I did in November 1 and got a response by Ana on November 14 that COPA was sorry for the treatment I received, etc. And that I will be hearing soon... I wrote back to her but got not reply. I wrote again to the same customer service email address but got no reply. I went to COPA's counter and presented my complaint/request for refund there and they said they will forward it to the correct department. That was about 3 weeks ago. I have not heard from anyone from COPA in any way to correct the problem and give me a refund. COPA has the worst customer service I have experience in my over 50 years of travel.