At Copa Airlines we know how important it is for you that your bags arrive on time. If your bags are delayed, we will do everything possible to process your claim and expedite its resolution.
Copa Airlines is committed to compensating, either with cash or travel certificates, those baggage claims resulting from delayed priority bags that have complied with check-in and time restrictions, as described in the following regulations:
- The claim must be presented inside the customs office at your destination.
- If the claim is not filed inside the customs area, the claim cannot be filed more than 21 days after the date of the flight.
Note: Premier customers and non-priority cases are subject to certain exceptions.
Copa Airlines, along with the other major airline companies, is a member of World Tracer, a global program for tracking baggage. If your luggage has not been found after 5 days, the airport/city in which you filed the claim will take responsibility for the search. If this were to occur, you would be asked to provide more detailed information about the exterior appearance of your bag(s) to be able to widen the World Tracer search.
At Copa Airlines we do everything possible to make sure that our passengers and their bags travel on the same flight. If your bags do not arrive on your flight, we will do everything possible to to make sure you get them back within 24 hours. Keep in mind that if the bag travels with another airline, there may be additional delays on international flights due to the length and frequency of these flights, as well as the customs paperwork that has to be filed at the destination airport.
If you cannot find your checked bag upon arrival at your destination, please notify the Copa Airlines baggage service before leaving the airport. At that time you will be given a claim number and an information sheet explaining the baggage claim process. Please, be sure to reference the claim number given to you on all correspondence and in all conversations regarding the claim.
Our automatic baggage tracking system helps us find bags all over the world. The information you provide us describing the luggage (style, color, contents, etc.) helps us conduct a fast and exhaustive search. Our baggage service will get in touch with you periodically to keep you informed of the situation. In the unlikely case that we do not find your bag within five days, our Baggage Service Department will continue the search. You will be asked to fill out a belongings questionnaire in which you will be asked to provide a more detailed listing of the contents of the bag. Please accept our apologies for the inconvenience your delayed baggage may cause you.
To access information regarding your delayed baggage, please go to World Tracer.
If your bags have been delayed, our first priority is to recover your belongings as quickly as possible. Most baggage delays are resolved within 24 to 28 hours. Once the delayed baggage report has been submitted, we immediately begin the process of looking for your belongings using "World Tracer", the online international tracking system. In addition, we promise to contact you as soon as we have information regarding your claim so that we may send or coordinate delivery of your bags as soon as possible, at your convenience.
Also, to meet the needs of those customers who are traveling outside their country of residence or who find themselves waiting for their bags for more than 24 hours, Copa Airlines will reimburse their customers US $25/day per person for a maximum of three days to cover provisional expenses and the purchase of basic items.
If your baggage is delayed, please speak with a Copa Airlines representative at the destination airport. He or she will assist you with the reimbursement process.
Please keep in mind that this reimbursement for provisional expenses and basic items does not apply to delayed baggage under the following circumstances.
- Bags that exceed the permitted limits
- boxes, bags that are checked in an hour prior to the flight departure (bags with a "late check in" tag)
- bags that are left onboard, and
- passengers who are in their country of residence
All damaged items and baggage must be reported to the Baggage Services Office at the airport immediately after arrival, at which time the item will be inspected by our representatives in the Baggage Service Department. Alternately, you may report the damage in writing within 4 hours after the flight's arrival for domestic flights or 7 days for international flights. To obtain more information regarding damaged items, please contact the Baggage Services Office at the airport where you reported the damage.
Your bag may show some wear after being subjected to normal transport activities. Copa Airlines is not responsible for the destruction or loss of or damage to bags with inherent defects, due to the quality of the bag or because of bag failure. Copa Airlines is not responsible for normal wear and tear, including:
- Minor cuts, ripped seams, scrapes, scratches, dents, minor stains, dirt, tears or broken zippers.
- Damage to the wheels, the bottom of the frame, extendable handles and external pockets.
- Damage resulting from overpacking or from using luggage that is not appropriate for the contents.
- Loss of parts that stick out of the luggage, like handles, pockets, padlocks or safety or compression straps.
- Copa Airlines will not take responsibility for existing damage or damage resulting from the packaging used by the passenger.
- Copa Airlines is not responsible for damage to or delays in the delivery of any fragile or perishable items or liquids, or for any delays in the delivery of medications.
- Damaged items must be inspected at the airport, where a Copa Airlines representative will take responsibility for making the final decision regarding your damage claim.
We remind you that Copa Airlines is not responsible for any damage to your bags that takes place during US TSA (United States Transportation Security Administration) inspections. Once the TSA has inspected your luggage, a representative will place a written notice inside of the bag or will place a stamp on the outside of the bag. If you feel that your bag has been damaged as a result of the inspection, you may call the TSA at 1-866-289-9673.
Lost items must be reported to the Baggage Services Office at the airport immediately after the arrival of your flight and a written report must be turned in within 4 hours of the flight's arrival for domestic flights or 7 days for international flights. To obtain information on missing items, please contact the Baggage Services Office at the airport where you reported the damage.
Copa Airlines is not responsible for the disappearance or loss of the following items:
- Money, jewelry, silver flatware, negotiable documents, securities, personal/business documents, alcohol, books/manuscripts, professional samples, art objects, irreplaceable items like memorabilia or family antiques, photographs, business equipment, leather, inherited goods, items in a collection, artifacts, precious metals/stones, video/audio cinematography equipment, computer software/hardware, electronic components, keys, files, publications, architectural plans, paintings/art, audio equipment or any property item of similar value
Copa Airlines' liability is regulated by the Montreal and Warsaw Conventions. As a result, we recommend that you notify your insurance company of the problems with your baggage. If you obtained insurance prior to traveling, they will take care of resolving this problem with the airline company.
The Warsaw Convention applies to most international flights (including the domestic segments of international flights). Therefore, Copa Airlines is limited to a liability of approximately US $9.07 per pound (0.45 kg), up to a maximum of US $640 per documented piece of luggage and US $400 per passenger for undocumented luggage.
For those international flights to which the Montreal Convention applies (including the domestic segments of the international flights), Copa Airlines is limited to a liability of 1.131 SDR (special drawing rights) per passenger for documented and undocumented luggage. You may consult the exchange rates online at: imf.org