My complaint:
with COPA Airlines concerning my flight from Mexico City to Bogotá on November 19, 2023. This unfortunate incident has left me deeply dissatisfied with the level of service and assistance provided by your airline.
On the aforementioned date, I arrived at Terminal 2 of the Mexico City International Airport at 7:25 AM to check in. To my dismay, I encountered a series of challenges that marred my travel experience. I believe it is imperative to bring these issues to your attention for your consideration and resolution.
First and foremost, I queued for approximately an hour without receiving any guidance or assistance from the airline personnel. It was only after this considerable wait that I was informed about the requirement to fill out the MIG immigration form online. I had made attempts to complete this form the day before, but the online platform repeatedly froze, rendering it impossible for me to comply with the necessary immigration formalities. Unfortunately, the airline personnel present at the terminal offered no assistance in resolving this issue.
Eventually, I managed to successfully complete the online immigration form and presented it to Mr. Julio Cesar Garcia Aguilar. He then asked me for a of a flight out of Colombia. Here I have to say that this was nowhere written or informed on your homepage. As I swiss citizen I do not need a Visa for Colombia. I showed him my return ticket to Europe from Mexico, via Frankfurt on January 12, 2024. He said that is not enough I have to have a proof of a flight out of Colombia. So I booked a flight out of Colombia to Lima.
To my astonishment and dismay, Mr. Aguilar failed to provide me with any response or assistance, abruptly leaving me standing at the counter without explanation. After an extended period of uncertainty, he returned and conveyed that the boarding for my flight had been closed, effectively denying me a boarding pass.
The consequences of this unfortunate encounter were severe, as I lost not only my booked flight but also my hotel reservation. The financial implications and inconvenience that resulted from this incident were significant, forcing me to cancel my planned holidays and rebook my flight from January 12th, 2024, to return to Europe.
Suggested solution:
, I am seeking a refund for my incurred costs and compensation for the damages and inconveniences I have suffered.
