FAQ - Refunds

Important information about MAX9 fleet

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Refunds

1. Can I request a ticket refund?

Your ticket may or may not be refundable, depending on the fare rules that apply to the ticket. The fare rules specify whether or not a ticket is refundable, as well as any amounts that will be deducted if a refund is issued. If your ticket is refundable, the penalty fee specified in the fare rules will be deducted from the amount refunded.

If your ticket is not refundable, you may use it as payment toward a new ticket. If you are not going to use your ticket, your refund will be limited to the charges you have paid, such as the applicable taxes and airport fees. Some country-specific taxes are not refundable.

If your ticket has not been used, you will be refunded the full amount paid, minus:

The penalty fee specified in the fare rules.
The nonrefundable taxes (if any).

2. To whom will the refund be issued?

The refund will be issued to the customer who paid for the ticket, once satisfactory proof of payment (i.e., a receipt or credit card statement) is provided.

If the customer is deceased, the refund will be issued to an immediate family member, once the customer’s death certificate is provided. If the refund is requested due to illness, you will need to provide a doctor’s letter on official letterhead, stating that the trip is contraindicated. If the refund is requested due to the death or illness of an immediate family member, the letter must state the family member’s name and relationship to the customer. Spouses, children (including adopted children), and parents are considered immediate family members.

3. When can I request a ticket refund?

Refunds may be requested for unexpired tickets only. No refunds may be requested after a ticket’s expiration date. If you are unsure whether your ticket is expired, please contact our Reservations Center.

4. How can I request a refund?

This will depend on where the ticket was purchased.

If the ticket was purchased through a travel agency, you will need to contact the agency to request a refund.
If the ticket was purchased at a Copa Airlines Sales Office, please contact that office.
If the ticket was purchased on copa.com or through our Reservation Center, please click here.

Ticket refunds can be issued only in the country where the ticket was purchased. The refund will be issued using the same payment method and currency that was used to purchase the ticket.

5. How long does it take to process a refund?

The length of time needed to process a refund depends on the payment method that was used to purchase the ticket.

If the ticket was purchased using a credit card: the refund will appear on one of the next two credit card statements after the refund is requested. The timing will depend on your credit card company’s billing cycle.
If the ticket was purchased using cash or a check: the refund will be processed within 20 days after Copa Airlines receives the customer’s refund request.

6. Can I request a refund if I was erroneously double-charged for penalty fees, taxes, or other charges?

If you were double-charged for a tax or a penalty fee for any reason, you may request a refund by providing proof of payment of the double charge.

7. What is Copa Airlines’ refund policy if an airplane has mechanical problems or in the event of other issues caused by the airline?

In the event of travel interruptions attributable to Copa Airlines (such as interruptions caused by aircraft mechanical problems, maintenance needs, and logistical problems with equipment, among other reasons), you may request a full or partial ticket refund, as applicable. This type of refund is known as an involuntary refund.

You may request an involuntary refund even if the fare rules specify that your ticket is nonrefundable. In these cases, no penalty fee will apply.

Links
Refund request

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