Complaint Review: COPA Airlines

Dear Sir or Madam,

I just spoke to a SAS representative over the phone and he encouraged me to give written feedback. A month ago I purchased a rewards Business Class ticket by redeeming my Eurobonus (Star Alliance) miles, for a long COPA (The Panamanian company) flight from New York Kennedy airport to Asuncion, Paraguay. My flight was to start at 6:20am today, via Panama, and onward flight from Panama to Paraguay. It wasn't to be! When I arrived at 330am, the Terminal 4 Kennedy counters for Copa were deserted, to open at 6am, and the screen offered a mention that the CM833 New York-Panama had been cancelled. I called the Copa hotline, and a representative - immediately as he found out that this was a miles-purchased ticket - distanced himself of any responsibility and blamed SAS. He tried to make me say that SAS was at fault, which I corrected several times stating that in my view this was a delinquent attitude of COPA, who in addition to canceling a flight and not informing me, was refusing to offer a rebooking or some sort of solution.

Understanding that the hotline person, who was developing a rude tone, wouldn't be of help, I waited two hours (from 4 to 6 am) for the opening of the counters. I was the first in line to speak to the check-in business class line, where I again explained my case. There I received the same if not an augmented version of excuses. The bad weather (!) had motivated the cancellation [20 other airlines were flying out very early the same morning, today as we speak]. They had informed me of the cancellation [where? how? through whom? could not be found out]. SAS was responsible. And when I asked to speak to a representative (at 620am) I was told she was in the office, very busy, but would come soon. After 15 minutes of wait I decided to leave and purchase a ticket from another company.

This is nothing but an outrageously poor service, a scandalous reneging on the Star Alliance agreements COPA has subscribed, and the worst customer experience I have had in my lifetime as a trusted client of many airlines. I started flying at the age of 3 with Swissair, Vienna-Zurich-Madrid round trip on their caravelles. This was 1964. I have top status of fidelity on Star Alliance, One World, Emirates and Skyteam. I travel for a living and for pleasure, all the time. Never again on Copa. If you can publicise my complaint and do something about it, I will be grateful. If any customer is redeeming SAS miles and purchasing a COPA ticket, be very careful. They don't honour their commitments. I have given the airline three opportunities to correct their wrongdoing: by calling their helpline, by explaining clamly the issue to their check-in employee, and by asking to see a supervisor. They preferred to persevere in their negative disservice.  

Magdy Martinez Soliman