Complaint / review text:
My wife and I usually take Copa Airlines when we fly from Cancun to Managua. But our last trip was a nightmare. The ticket agent at the Cancun Airport sold us the wrong tickets and we ended up having to pay a change fee for one leg of our journey. The agent told us that we were buying Changeable tickets.instead he sold us changeable tickets for only the second leg of our return trip. The first leg was NOT CHANGEABLE.
We wrote to Copa Airlines and protested. But they have so many complaints to deal with they never replied. So we went to the Managua ticket counter with our complaint. The manager said he would see what he could do. He just wanted to see my email to Copa customer service. I showed it to him. He eventually sent a message to the ticketing person that he could do nothing. He claimed that the Cancun agent told us we were buying one changeable ticket and one non-changeable. I find that hard to believe since it was over a month since we bought the tickets and I doubt the Cancun agent even knew who we were.
I asked why the manager didn't have the courtesy to tell us directly. The ticket person said he was "in a meeting" but assured us that he would meet us at gate 7 and tell us personally. He never showed up. We waited as long as we could and boarded the plane when it was obvious he wasn't going to show. I really think COPA is only interested in charging change fees. People in Managua make about $1 an hour. So a change fee of $120 represents 3 weeks’ salary for one of their employee. That's a lot of money to Copa. If they can charge enough change fees, they can pay the cost of much of their staff.