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Privacy policy

Compañía Panameña de Aviación, S.A. (Copa Airlines) is committed to offering the best possible service to its clients and protecting the privacy of their personal data and information provided by clients through the use of this website. Copa Airlines guarantees to take all necessary measures to ensure that personal data and any information provided by customers will be used only for providing superior service to its customers through a better understanding of the interests and needs of customers.

Copa Airlines will not sell or share any part of the information indicated above, unless a competent authority requires it, however, Copa Airlines and its affiliates will use said information in order to communicate with customers, as long as they have the consent for it.

It is important to note that all information related to credit card purchases obtained by Copa Airlines by this website will only be used by Copa Airlines to complete the specific purchase for which the information was provided.

Information We Collect

We may obtain information about you from a variety of sources, including information that we obtain directly from you, as well as information that we collect when you visit our website, use our services, or contact us.

We collect personal information from the following categories:

Identifiers
Names and Surnames
Contact Information
Home Address
Gender and Date of Birth
E-mail (e.g.: name.surname@company.com)
Personal ID
Payment Information (e.g.: credit card information).
Bank information ( bank accounts )
Internet protocol address (IP)
Customer Information from previous transactions
Commercial Information
Biometric Information: Boarding Process
Information of Internet activity
Geolocation data
Audio, electronic, visual, or similar information
Professional or employment-related information
Information of education
Frequent Flyer Number (ConnectMiles)
Travel preferences and special requests.
Purchase information (including travel and non-travel purchases).
User Information and activity data on our websites and mobile applications.
Survey responses
Data related to your health
Contact details of third parties in cases of emergency
Lifestyle data

We obtain information directly from you in the following situations:

When you make a flight reservation, some of the personal information we ask you will be: your name, gender, title, date of birth, contact details such as phone number and email, loyalty program details (if applicable), details of credit card (credit card holder name, number, expiration date, security code, country of issue, billing address, country, zip code) and your meal preferences.
When you make a flight reservation, we ask for your date of birth and gender, for Secure Flight purposes.
When managing your reservations, we provide you with the ability to review and make certain adjustments to your reservations online, for those services, we require you to provide us with additional information.
When you check-in online, we ask for your name, date of birth, gender, contact details such as phone number and email address, passport number, the country that issued your passport and the expiration date, and frequent flyer details (if applicable).
If you are flying a route that requires a passenger information form in advance, we also collect your passport number, the country that issued the passport, and the expiration date.
When using copa.com, our web servers may collect some information automatically when you browse our site. For example, our web server automatically collects information known as "clickstream information", such as the domain name of the website that provides you access to the Internet, the Internet protocol (IP) address that is used to connect your computer to the Internet, your browser type and version, platform and operating system, the average time spent on our website, the pages visited, the information that was searched, the access times and other important statistics.
You may be asked to provide confidential personal information about yourself or others within the reservation, such as your dietary requirements or health information (if applicable). We do not request any other sensitive personal information online, but if you provide us with any other sensitive personal information by phone, email or any other means, we will treat such sensitive personal information in accordance with this Privacy Policy
Copa Airlines invites you to participate in an online text chat with one of our agents to help you complete your reservation. By using this service, you agree to Copa Airlines sharing the information you provide with a carefully selected third party, who administers this process on our behalf.
All telephone calls made to our Reservation Centers will be recorded and monitored for quality assurance, training, security and business purposes.

How We Use This Information

We may use the information we collect about you to provide the services you requested and to manage our website and records, as well as to help us improve these services.

Therefore, we may keep you informed with important administrative or service messages, we may have to use the information you have provided to contact you, even if you have mentioned to us that you do not wish to receive direct marketing. We ask that you keep your information as up-to-date as possible so that you can receive the maximum benefits from copa.com. Go to Access Your Account to make any changes.

The following cases are examples of how we may use your information:

When we process a flight ticket for you. Therefore, we can contact you, if we need more information or if there are changes in our flights.
In order to update and / or correct your flight as requested and to contact you if we need more information.
In order to retrieve your reservation and check-in online.
To manage your travel experience as best as we can.
To respond any post-flight question.
To develop better technologies to serve you in the future
To send ConnectMiles communications to eligible passengers, including a welcome pack.
To send out ConnectMiles program announcements to eligible companies, including a welcome pack.
When we use live chat to help you.
To exchange information with banks for the process of accumulating miles with a credit card.
Miles accrual processes with business partners.
Information exchange with customs control agencies.

In addition, if you provide us with sensitive personal information, you give your explicit consent to Copa Airlines to store, record, organize, prepare, select, extract, compare, interconnect, associate, disassociate, communicate, assign, exchange, transmit, cancel , such sensitive personal information and store it so that we can meet your requirements or for security purposes (for example, use your information on dietary requirements for the specific purpose of providing you with a suitable meal during the flight).

Your sensitive personal information will not be sold or disclosed to any third party, except in the event that Copa Airlines is required to do so by virtue of any law, regulation, decree, security reason or in order to comply with its obligations contract by common agreement.

Marketing

Email is used to provide important information to our customers. We send reservation confirmations, account information, and notifications via email. ConnectMiles members will receive emails regarding rates and special offers, recently available services, and important news. Customers always have the power to decide whether to receive promotional information or not, and can opt out from their profile / account.

We would like to be able to share information with you about other products and services, special offers, exclusive rates and other news, so you can take advantage of the best we can offer you. Of course, we will only use your information once you give us a consent to do so.

If you have given us your consent, Copa Airlines would like to keep in touch with you by mail, phone and email with account updates, news, offers and special promotions.
If you have given us your consent, other Copa Airlines companies and our partners would like to keep in touch by mail, phone and email regarding products and services that they believe may be of interest to you.
We may disclose your information to third parties, such as data processing companies, who may provide marketing services on our behalf. You will not be contacted directly by third parties because of sharing your information.
We will use the most recent consent you have given us or the most specific consent, taking in account the time it takes us to reflect these changes in our systems and / or processes.
We will try to ensure that customers do not receive duplicate communications, even if you have consented to marketing to more than one Copa Airlines company.
You can choose not to participate in direct marketing at any time by contacting us. You can also choose not to participate in any direct marketing of another Copa Airlines company, by contacting them directly.
If you change your mind about your marketing preferences at any time, simply log into your account and change your personal details.

We disclose information to

Third parties / service providers

From time to time, we may use third-party companies to manage the collection, processing, and storage of your personal information and sensitive personal information on our behalf. These companies are carefully selected, filtered and authorized to ensure the maximum protection of your security and privacy, and to use the information only in accordance with our instructions.

While you are on board

If a medical or other emergency occurs while you are on board, boarding or disembarking a Copa Airlines aircraft, the company may share customer information with third-party doctors or other security personnel as reasonably deemed necessary.

Transfer information to customs control agencies

Please note that Copa Airlines and all other airlines are currently required by law to grant access to certain passenger information to the United States Customs Service and other customs control agencies. Accordingly, any advance passenger information, including confidential personal information that Copa Airlines holds regarding you and your travel arrangements may be disclosed to those agencies in the countries to which you are traveling.

Your security information

Copa Airlines is committed to protecting your personal information. We have put in place appropriate physical, administrative, and technical procedures to protect your personal information from loss, misuse, or alteration and to ensure that only those with a business need can access it.

Online payment: ¿is your credit card number safe in online transactions?.

We use the latest SSL (Secure Sockets Layer) technology, which ensures that all communication between your computer and us is unreadable by anyone else. Your details are transferred in a secure encrypted format and we can verify that the information has not been tampered with in any way.

Most browsers have some kind of indicator that lets you know if you have established a secure connection. If you are not sure, consult the help section of your browser. If your browser does not support SSL technology, we recommend that you upgrade to the latest version.

When making the payment of transactions that are carried out abroad or outside where you have registered your credit card data, the bank may block or suspend your credit card until you contact them to corroborate the data. For this reason, to avoid any inconvenience during your purchase on our copa.com website, we offer you the following recommendations:

Verify all the details of the credit card with which you are going to make your purchase.
Contact your bank before making an online purchase, to be aware of all the purchase conditions outside the country of residence, purchases abroad and online purchases.

Copa Airlines is not responsible if your bank does not authorize the payment corresponding to your reservation.

For more information, visit our Secure Shopping page.

Links to other websites and their security and privacy policies

We also provide links to other websites on our website for your convenience and information. You should be aware that these sites may have different security and privacy policies and we have no control over and are not responsible for any information entered by you on these sites.

How to change your Personal Information: Go to Access Your Account to make any changes.

At any time, you can change your personal details, make withdrawals from your ConnectMiles loyalty program or subscribe to receive news and special offers from Copa Airlines. Go to Access Your Account to make any changes.

How we use cookies

We use cookies on our website for many reasons that you can learn about below. The cookies we use do not store personally identifiable information and do not harm your computer. We want our website to be informative, personal, and as user-friendly as possible, and cookies help us achieve that goal.

By using our website, you agree to the use of cookies and other technologies as set out in this policy. We appreciate that some users prefer more individual control over their visits to our website and they can adjust their settings accordingly. You can read all about this process in the next section called "How to control and delete cookies". If you do not agree to such use, please abstain from using the website.

What are cookies?

A cookie is a small file that contains a certain amount of data, which our website can send to your browser. It can then be stored on your computer's hard drive and can be accessed by our web server. This cookie data can be retrieved and consequently, you can allow us to customize our web pages and services. It is important to clarify that cookies do not collect personal data that is stored on your hard drive or computer.

How does Copa Airlines use cookies?

Our website uses persistent and session cookies:

Persistent cookies allow the website to recognize users when they return to the website and to remember certain information about their preferences. Persistent cookies are cookies that remain on your computer permanently or until you manually delete them.
Session cookies allow customers to transmit information between different pages of the website, without having to re-enter such information. These cookies delete themselves automatically when you leave one website and go to another, or when you close your browser.

We have also developed relationships with carefully selected and monitored partners who helps to maintain a high quality website. Some of these partners may also set cookies during your visits to support the personalization of notices that you may see elsewhere on the Internet and / or in order to fulfill contractual obligations with us.

Because these cookies do not store any personal details related to you or your credit cards, please note that we do not have access to or control over the cookies and similar technologies that our partners may use.

Third party social media cookies

To enrich our website content, we may sometimes embed video content from other social media websites such as YouTube or Facebook. As a result, when you visit a page with embedded content, you may receive cookies from these websites. Copa Airlines has no control or responsibility over these cookies and consequently, you should check the relevant third party cookie policy for more information.

In addition, we offer a "share page" widget on some of our web pages, where content can be easily shared to the following sites: Facebook, Twitter, Pinterest, Instagram, Google+ and YouTube. These sites may set a cookie when you are logged into their service. Copa Airlines has no control or responsibility over these cookies and consequently, you should check the relevant third party cookie policy for more information.

How to control and delete cookies

Copa Airlines will not use cookies to collect your personally identifiable information. However, if you disable, reject or block our cookies, some parts of our website will not work completely or in some cases, our website will be completely inaccessible.

Flight Status Alerts / Wireless Services

Our customers can sign up for flight status alerts and other wireless services by providing basic flight information and other pertinent information. Whenever possible, this information will be used to provide these services. Receive flight status alerts and other wireless services is optional.

Copa Airlines complies with the Children's Online Privacy Protection Act (COPPA).

The processing of the personal data of minors must be carried out with the specific and outstanding consent granted by at least one of the parents or legal guardian.

The personal data of the minor may only be collected without consent when the information is necessary to contact the parents or legal guardian. It will be used only once and without storage, or for their protection, and in no case may be transmitted to a third party without the consent.

Copa Airlines does not knowingly collect personal information from children under 12 years of age. If a child under the age of 12 has provided us with personal information without parental or guardian consent, the parent or guardian may contact us and we will remove such information, in addition to unsubscribing the child from any promotional contact.

Personal information: Customer rights:

For personal information collected by Copa Airlines, our clients have the following rights:

The right to know expressly, precisely and unequivocally the personal information Copa Airlines collects and the use that will be made of this data.
The right to request deletion of personal information as long as:
- It is not necessary for the operation carried out by Copa Airlines.
- Do not affect the correct functioning of Copa Airlines.
- >Do not interfere with judicial or administrative actions related to tax obligations, investigation and prosecution of crimes or administrative sanctions.
- The applicant does not have a legal or contractual duty with Copa Airlines.
The right to request that companies disclose personal information collected from a specific costumer.
The right to non-discrimination in access, equality of services and price.
The right of rectification: Copa Airlines will provide the necessary rectification mechanisms to the owner of the personal data who requests to correct errors, modify the data that prove to be inaccurate or incomplete, and guarantee the certainty of the processed information.
The right of opposition: COPA AIRLINES will allow the owner of the data, for well-founded and legitimate reasons related to a particular situation, to refuse to provide their personal data or to have it processed, as well as to revoke their consent.

To execute your rights, you must fill out a request in: Personal Data Request Form

Contact Information

For more details on the personal information Copa Airlines collects about you, please contact us:

Phone: Toll Free: 1-800-FLY-COPA

E-mail: privacy@copaair.com

Address:

Data Protection Office

Business Park, North Tower, Costa del Este

Panama

BRAZIL

Contact name: Data Protection Office

E-mail: privacy@copaair.com

MEXICO

E-mail: privacy@copaair.com

Postal Address: Berna número 6, Planta Baja, Colonia Juárez, C.P. 06600, México D.F.

Phone: 52412009.

Changes to our privacy policy

Our Privacy Policy is reviewed often to ensure that it reflects the way we use your information. We will notify you of any changes by updating this policy.

This Privacy Policy was last updated on March 29, 2021.

For more information contact to Customer Care.

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