FAQ - Passenger assistance

Passenger assistance

Disabled passengers

1. How can I make the necessary arrangements for a disabled or sick passenger?

If you require any special assistance during your flight all you need to do is specify it when you purchase your ticket, whether you do so at one of our offices, via home delivery or over the Internet. If you can’t make your request when making your reservation, we would ask you to arrive at the airport two hours before your scheduled departure time in order to request this kind of assistance from Copa Airlines staff. You can leave the rest in our hands. We’ll make sure you have the special assistance you deserve.

2. Are there special seats on the plane for these passengers?

All our planes, 737-800, 737-700 and ERJ/90, have accessible seats for those passengers that need some kind of special assistance.

3. Who helps disabled passengers with connecting flights that require changing planes?

When you request special assistance, Copa Airlines staff will make sure that this assistance is provided to our passengers during all the stages of their journey including connections until the passenger reaches his/her final destination. Even if they need to change planes or fly on another airline, Copa Airlines will report our passengers’ special needs to the other airlines so their staff will be available to attend them. Our passengers with special needs can be sure that they will enjoy a pleasant journey with Copa Airlines.

4. Is there any additional charge for this kind of assistance?

Copa Airlines offers assistance for passengers with special needs completely free of charge and at no extra cost. All you need to do is enjoy your flight. You may also be interested in information for Priority Passengers.

Minors

5. What are the requirements for a minor to board a flight?

All children under the age of 2 years old are considered infants.
No child under the age of 5 may travel without the company of an adult.
- Any child over the age of 5 may travel unaccompanied so long as they comply with the following requirements:
- The minor must arrive at the airport accompanied by an adult. The adult must sign the necessary documents and remain at the airport for half an hour after the plane has taken off.
- Copa Airlines staff must be provided with the information of the person who will receive the minor at the minor’s origin and destination.
- The person receiving the child at his/her destination must show our staff some form of photo ID.
- Always verify the legal requirements and necessary exit permits for the child with your country’s migration authorities.
- Minors between 5 and 7 may not travel on connecting flights.
- Between 8 years old and until their 14th birthday they may travel on connecting flights.
- Between 15 and 17 years old they will be given special assistance throughout their flight.

For more information, visit children traveling alone.

6. Who helps minors on connecting flights that require changing planes?

When you request special attention, the staff of Copa Airlines will take care that this attention be given throughout all the phases of your flight, including during connections, until you arrive at your final destination. If you must change airplanes with Copa Airlines or Copa Airlines Colombia, we will inform our staff of your special needs beforehand so that they can be attentive to your needs. Our passengers with special needs can be assured that with Copa Airlines they will enjoy a pleasant flight.

7. Is there any additional charge for this kind of assistance?

Yes. Copa Airlines applies a service charge depending on the route to be flown. For more details please contact one of our representatives. You may also be interested in information about Unaccompanied Infants or Children traveling along.

Seniors

8. How can I make the arrangements for a senior passenger who needs special attention?

If you require any special assistance during your flight all you need to do is specify it when you purchase your ticket, whether you do so at one of our offices, via home delivery or over the Internet. If you can’t make your request when making your reservation, we would ask you to arrive at the airport two hours before your scheduled departure time in order to request this kind of assistance from Copa Airlines staff. You can leave the rest in our hands. We’ll make sure you have the special assistance you deserve.

9. Who helps senior passengers on connecting flights that require changing planes?

When you request special assistance, Copa Airlines staff will make sure that this assistance is provided to our passengers during all the stages of their journey including connections until the passenger reaches his/her final destination. Even if they need to change planes or fly on another airline, Copa Airlines will report our passengers’ special needs to the other airlines so their staff will be available to attend them. Our passengers with special needs can be sure that they will enjoy a pleasant journey with Copa Airlines.

10. Is there any additional charge for this kind of assistance?

Copa Airlines offers assistance for passengers with special needs completely free of charge and at no extra cost. All you need to do is enjoy your flight.

Travelling with animals

11. What is your policy for transporting animals?

The only animals Copa Airlines accepts for transporting on passenger flights are domestic animals (dogs and cats). For more information about our animal transportation policies please visit Travelling with pets.

Check-in

12. What documents do I need to have available at check-in?

Every passenger must fulfill the following requirements and submit the following documents in order to fly:

Passport
Airline ticket
Boarding pass
Proof of payment of airport tax

Note: In order to find out the exit tax for each airport please visit any of our ticket offices.

13. What documents do unaccompanied minors need?

In order to leave their country of origin, every minor needs:

A notarized exit permit signed by his/her parents or guardian (if applicable per country).
A filled out form with personal information about the minor, the person delivering him/her and the person receiving the minor at his/her final destination. This form must be signed by the persons and by Copa Airlines staff delivering the minor at the point of origin and by the employees and persons receiving the minor at his/her destination.

For more information visit Children traveling alone.

14. How many hours prior to my departure do I need to be at the check-in counter?

Every passenger must be at Copa Airlines' counter at least 3 hours before the flight’s scheduled departure. Executive class passengers must be at the counter at least 60 minutes (1 hour) before the flight’s scheduled departure time.

15. What happens if I reach the counter late or lose my flight?

Remember that any kind of changes are subject to the fare rules and conditions, which could increase the ticket cost or possibly generate additional charges. If you have missed your flight voluntarily or for any reason outside the responsibility of the airline you can contact our Reservations Center or visit one of our Sales Offices to reschedule your itinerary.

Copa Airlines will take care of your flight arrangement in case of any involuntary miss connection or irregularity.

16. Can I check in online from my mobile phone?

Yes. You can access Web Check-In when visiting copa.com from your mobile phone, which allows you to use an electronic boarding pass at the airport. The mobile boarding pass can be used from these cities.

In other cities, you will need to go to the online check-in counter, where your boarding pass will be printed for you. Rest assured that we will implement the paperless boarding pass procedure in all the cities we serve as soon as the airports allow it.

Delayed, canceled and re-routed flights

17. My flight has been delayed and I am an PreferMember/Business Class passenger. Can Copa Airlines place me on another flight?

In the event a flight is delayed, Copa Airlines will place PreferMember and Business Class passengers on other Copa flights that have an earlier or equivalent departure time as the delayed flight.

18. Where can I get information on the cause of the delay?

At Copa Airlines, we have a policy of keeping our passengers informed of all changes using pre-established announcements made every 30 minutes. However, feel free to go to any Copa Airlines counter to request more information.

19. Will Copa Airlines compensate me in any way while I wait?

At Copa Airlines, we have a policy of providing amenities to our passengers who have been affected by changes to our regular operations due to maintenance or crew issues. These amenities are based on the length of the delay and the passenger's cabin class and PreferMember status.

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