Copa Airlines complaint: We were not allowed to fly

Hi!
We really hope you can help us. On April 15th, we were planning to fly to Costa Rica for spring break (my husband Kim Mahler, myself, and our two children Suaya Marla and Emil Jacoby). When we wanted to check in, we were told that my German husband’s Greencard was not in a machine-readable format and we were therefore not allowed to board the plane. Due to the pandemic, the Greencard was in paper format, which we have traveled with extensively over the past two years and never had an issue. Upon talking to the Costa Rican embassy this did not seem to be an issue, but we were still not permitted to fly, not even using my husband’s German passport (which did not require a visa). There was no valid reason to keep us from traveling. I have called the airline multiple times and was told someone would get back to me. In addition I filed a complaint with Copa Airline, but received an auto-generated message saying that our ticket was non-refundable.

Please help. This was an expensive vacation for us, and the total flight cost was 1,654 Dollars (please see attached all 4 tickets).

Thank you so much!