Flying Rock
Junior Member
- Joined
- Nov 1, 2020
- Posts
- 13
AWful experience booking first time with Copa ConnectMiles for partner airlines award.
Ticket got cancelled without notice, no refunds (which would have alerted me something went amiss), stuck at airport overnight and needed to book another flight with another airline.
Migraine, loss of sleep, lost a day of work income.
EVENTS
September 2024 - booked a flight from HND to SYD, ANA business class using Copa ConnectMiles.
Ticketed, and also confirmed the PNR/reference with both Copa Airlines and ANA.
August 2025 (11 months later) - arrived at HND airport only to be told by ANA staff that my ticket did not exist. Called Copa Airlines who could not help on the phone and asked me to submit online complaint. Phone agent said I had been refunded the taxes for my 'revoked' ticket – untrue.
I submit online complaint as well as bank statements and screenshots of my ConnectMiles account showing no refund.
September 2025 (2-3 weeks after initial complaint and emails requesting updates on the case ) - asked to submit passport ID.
Then received a follow up email from Copa Customer Service Analyst:
'Regarding your case, as part of our response to the incident with the ticket, we may proceed with a full refund of the revoked ticket and the unblocking of your Connectmiles account. However, unfortunately, we will not be able to refund the expenses associated with this incident, nor will we be able to provide the compensation requested, given the terms and conditions of the Connectmiles Prohibitions; Audits; and Account Suspensions section.
We regret that we are unable to provide you with the resolution you expect and detailed in your communication.
We look forward to your comments.'
Do I have recourse to some consumer rights?
Ticket got cancelled without notice, no refunds (which would have alerted me something went amiss), stuck at airport overnight and needed to book another flight with another airline.
Migraine, loss of sleep, lost a day of work income.
EVENTS
September 2024 - booked a flight from HND to SYD, ANA business class using Copa ConnectMiles.
Ticketed, and also confirmed the PNR/reference with both Copa Airlines and ANA.
August 2025 (11 months later) - arrived at HND airport only to be told by ANA staff that my ticket did not exist. Called Copa Airlines who could not help on the phone and asked me to submit online complaint. Phone agent said I had been refunded the taxes for my 'revoked' ticket – untrue.
I submit online complaint as well as bank statements and screenshots of my ConnectMiles account showing no refund.
September 2025 (2-3 weeks after initial complaint and emails requesting updates on the case ) - asked to submit passport ID.
Then received a follow up email from Copa Customer Service Analyst:
'Regarding your case, as part of our response to the incident with the ticket, we may proceed with a full refund of the revoked ticket and the unblocking of your Connectmiles account. However, unfortunately, we will not be able to refund the expenses associated with this incident, nor will we be able to provide the compensation requested, given the terms and conditions of the Connectmiles Prohibitions; Audits; and Account Suspensions section.
We regret that we are unable to provide you with the resolution you expect and detailed in your communication.
We look forward to your comments.'
Do I have recourse to some consumer rights?
