8/25: Purchased tickets through Copa Airlines website for roundtrip ticket from SFO to Bogota, Colombia, for 11/19 to 12/2.8/26: Wired $1135.90 US from my bank account to Copa Airlines to complete purchase of tickets. 8/30 - 9/18: Multiple calls made to Copa at 1-800-359-2672 to inquire about ticket status, but problem appears to be first leg of flight that is through United Airlines, which Copa was unable to confirm. 9/18: Emailed [email protected] and [email protected] to request full refund since my tickets were never issued, even though my money was confirmed received by Copa, and it was suggested by phone call to staff at Copa Airlines.
9/22: Spoke with Copa staff at 1-800-359-2672 and was instructed to email [email protected] for full refund request. I emailed as instructed. 9/24: Received email from [email protected] with ticket number. But unsure if tickets are useable. I wrote back to [email protected] about status of full refund. 9/30: Multiple email exchanges with Mireya, Refund Desk at Copa Airlines. Mireya said the refund must be requested in the same place of purchase or in Copa Office. The ticket do not have credit card to return the purchase. I wrote back and explained that I paid via bank transfer.
10/01: Mireya emailed back and said, Request the refund personally at a Copa office. I asked for more clarification. 10/02: Mireya emailed and said if the customer paid with bank transfer, that the customer must request refund personally in any of Copa Airlines office. I explained that there is no Copa office in San Francisco where I live, and I cannot go to Los Angeles to personally complete this request. I also wrote to [email protected], the sales office, in hopes to connect with the Los Angeles sales office. I also called Copa staff at I-800-359-2672, but there is no phone number for this office which is at the airport.
10/05: Sales office at [email protected] emailed to me and the Copa Refund Department, to ask the Refund Department to process the refund for me, and to contact headquarter to complete the transaction. 10/14: I emailed Sales office and Refund Department for status of refund. 10/15: Mireya emailed and said the ticket fare basis is not refundable plus it was paid in cash, so not refundable on their end. I immediately called Copa at I-800-359-2672 for status and they said this was not true, that it was refundable, especially since I haven't used the tickets at all. It was suggested that I submit the refund request on their website, so I did and received case number 54822.
10/29: I emailed [email protected] and [email protected] regard status of refund. 11/2: Mireya wrote back to say that my ticket policies and this fare do not apply for refund. And that tickets has one year to use from date of issue. I have made frustrating multiple calls to Copa, many with wait times of over an hour, with various staff providing different answers. Mireya did not show me why this fare was non-refundable. Just by merely saying is not enough, plus I've gotten confirmation by the phone that these are refundable tickets. I want my money back. These tickets are never used.
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