Copa Airlines revoked my ANA Business Award flight without notice and refuse to compensate

[Flying Rock]

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?

 

[Mwenenzi]

How did you get the Copa ConnectMiles?
Used Copa ConnectMiles for an award before?
Flown Copa airline?
What compensation did you request (in addition to refund of the ff miles)?

 

[MEL_Traveller]

Copa is based in Panama? Not sure what their consumer rights are. There may be something ex Japan?

But nothing I can think of from an Aussie perspective. This is a sold outside, ticketed outside, full transaction outside Australia.

Travel insurance? Maybe, but travel insurance generally requires you to have a valid ticket. In this case it might have been valid, but Copa cancelled it.

Following up on Mwenenzi’s post, it might be that Copa flagged your ticket for fraud, but that may depend on how often you’ve used their FF program etc.

Lots of difficulties with Copa: Bizarre experience trying to book with Copa Airlines

Final question, did you check the status of the booking prior to arriving at HND?

 

[Flying Rock]

How did you get the Copa ConnectMiles?
Used Copa ConnectMiles for an award before?
Flown Copa airline?
What compensation did you request (in addition to refund of the ff miles)?

1. Transferred Marriott points to Copa Miles
2. 'First time'' booking an award. Never flown with them.
3. I asked them to pay for my replacement flight and airport incidentals

Copa is based in Panama? Not sure what their consumer rights are. There may be something ex Japan?

But nothing I can think of from an Aussie perspective. This is a sold outside, ticketed outside, full transaction outside Australia.

Travel insurance? Maybe, but travel insurance generally requires you to have a valid ticket. In this case it might have been valid, but Copa cancelled it.

Following up on Mwenenzi’s post, it might be that Copa flagged your ticket for fraud, but that may depend on how often you’ve used their FF program etc.

Lots of difficulties with Copa: Bizarre experience trying to book with Copa Airlines

Final question, did you check the status of the booking prior to arriving at HND?

Yes, I checked. When I typed the PNR, the flight details were there. I also had a e-ticket number.

 

[MEL_Traveller]

1. Transferred Marriott points to Copa Miles
2. 'First time' is booking an award. Never flown with them.
3. I asked them to pay for my replacement flight and airport incidentals

Yes, I checked. When I typed the PNR, the flight details were there. I also had a e-ticket number.

So it would seem the most obvious reason is that the ticket was flagged for fraud and cancelled

Airlines don’t usually communicate this, as you’ve found out.

You checked the PNR and ticket number within 72 hours or departure and it was all there? That’s pretty poor because they would have had the best part of the year to flag and cancel

You might well be able to claim your additional expenses through consumer law or the courts in Japan or Panama, but I don’t know what protections are available?