Involuntarily Denied Boarding On An Overbooked International Flight — Copa Airlines

Location: Panama to NYC . I’m looking for advice on how to handle this situation because in ~20 years of flying, I’ve never experienced anything like this. To start off I had a carry on. They told me I had to check it in because of the aircraft size.

I was flying internationally on a direct flight back to NYC. I arrived at the gate about 2.5 hours before boarding, checked in normally, and went through security about an 3.5 hours before boarding. I noticed my boarding pass did not have a seat number, so I went to the gate desk multiple times to ask what that meant. The agents were not helpful and repeatedly told me to “wait.”

For context, this was my first time flying this airline. I chose it specifically because it was a direct flight, and I had work the next day. I intentionally planned my trip so I’d get home with enough time to sleep before my shift.

I don’t usually select seats because I’m fine with a middle seat, so I’m not sure if that played a role but even if it did, I don’t think it excuses what happened next.

There was no communication barrier. I understand and speak Spanish I do sound very American though , but I was still given no information. They just kept telling me to wait.

Then, during boarding, they finally announced that the flight was overbooked. I, along with about 10 other passengers, were placed on a standby list while boarding was already happening. They started asking for volunteers after people were already on the plane.

I went back to the desk again and was still told to wait and sit down.

Eventually, the gate closed. At that point, I tried to work with them to find any flight to the Northeast that same day (Boston, NYC, anywhere), because I knew I could take a bus or train and still make it to work. They refused to work with me and gave me 10 minutes to choose between:

• Flying to Chicago, sleeping in a hotel for ~4 hours, then arriving in NYC 4 hours after my shift started, or • Staying overnight in Panama

I asked about a refund, because there was another airline flying to NYC 2 hours later for a lower cost. I explicitly said I understood they might not be able to do it, but I wanted to know if it was an option. They said they could not guarantee any refund, only a voucher for their airline, dinner, hotel, and transportation.

Before I could even decide, they printed a new boarding pass for the next day and told me if I didn’t accept it, I had no other options.

I understand that airlines overbook flights that’s not my issue. What I can’t justify is: • Being told about overbooking during boarding • Being given no explanation as to why I was selected • Being given 10 minutes to figure out work, lodging, and transportation • Being forced into a voucher for an airline I don’t plan to ever use again

I had a similar overbooking issue with a different airline last year, but I was told an hour before boarding and was able to make arrangements that worked for me.

Now I’m missing wages, my bags were sent to NYC without me (I think — I’m still in Panama), and I had to call out of work.

At minimum, I want the $400 voucher converted to cash. Ideally, I think additional compensation is reasonable given: • Involuntary denied boarding • Lost wages • Lack of communication • My baggage being separated from me • No explanation for how seat decisions were made (especially since others without seat assignments did board)

Is cash compensation realistic here, and what’s the best way to escalate? And not sound too sensitive but, it did appear they were giving preference to those who spoke Spanish fluently. I felt very dismissed. Can US Dot help? I was unable to find answers with a google search.

Thanks in advance.