ComplaintsforEgypt Air
Airlines
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/08/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Egypt air owes me a refund. First of all there is no customer service. The contact number for Canada or anywhere, nobody picks up. I had to go to their location in saudia to get a refund processed. I received an email immediately that my refund is being processed and will receive a refund in about 3 weeks( told by the office person). This was more than 6 months ago, I emailed them a couple of times on between but no response. I also kept trying their Contact number but no answer. I finally reached out to them on ******* in July, and I was told to dm them to get details about refund process. On dm, they asked for my phone number and on the phone told me to download the app world remit and they will refund it as a transfer rather than a direct refund to my credit card. I told them to email this to me officially, no one emailed me and then they stopped all contact with me. I still haven’t received my refundInitial Complaint
09/05/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I booked a flight with Egypt air through the website. Then 15 min later I cancelled it, and got a cancellation e-mail. ******- reference number. As per their policy, it will be a full refund since I cancelled it within 24 hours. 15 min later I booked another ticket with the airline. I was trying to reach the airline through phone but it wasn't possible. I sent numerous e-mails and I've got no reply. My credit card was charged twice and both charges went through. Why my card was charged for the ticket I cancelled within 15 minutes? I am unable to reach the airline at all. They are not replying to me.Initial Complaint
03/10/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
In March 2022, I booked flights with Egyptair through ******* and paid close to $500 in seat upgrades directly on the Egyptair website. The flight was later cancelled so I had to find a new departure date, losing my original seat upgrades. The complaint is that not one of the Egyptair phone numbers works, and they are not responding to *******'s emails. I understand flights change but keeping the $500 is unacceptable. I have been trying to get through for close to 2 months!Initial Complaint
29/04/2022
- Complaint Type:
- Product Issues
- Status:
- Unresolved
I bought 2 business class tickets for me and my husband directly from EgyptAir on their website. Tickets purchased on March 1, 2022 for DME/Cairo/Toronto flight on March 6, 2022. Late on the night of March 5, we received an email that the first segment of the flight had been canceled by the airline. No alternatives offered. I requested a refund on the same day on the EgyptAir website. On March 11 and 23, emails were sent to them with an update request. No one answered. My numerous calls to the Toronto office went unanswered. Finally I was able to call to EgyptAir in Cairo office and they confirmed that the refund would be processed within 21 days. It's now 47 days. So far no refund or any communication from the other side. During this time, the credit card on which I made the payment stopped working. I need to arrange to receive the refund to my other valid card or bank account. But I am not able to contact them to discuss this issue. No response to my emails and calls. Due to the fact that we had an important business meeting planned, we were forced to buy very expensive tickets at the last moment. If we do not receive a response from the airline in the near future, we must sue them in order to receive compensation also for the additional costs that we have incurred because of them. Tickets numbers are ************* and *************Business response
10/05/2022
Dear Our Valued Customer,
Good day , in reference to your e-mail , we would like to draw to your kind attention that it has been forwarded to moscow office for being the concerned department for prompt assistance. In case you need to check the updates or for any further inquiries about the same issue , please be noted that you can directly address (*********@********.com) (***************@********.com)and our team there will be more than happy to help you . Thanks for writing to us . Stay safe. Best regards
FeedBack TeamCustomer response
19/05/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
I cannot accept their response. It is impossible to contact Moscow office as they suggested. My e-mails at the suggested addresses do not reach the addressee.I received next messages:
Address not found
Your message wasn't delivered to ***************@********.com because the address couldn't be found, or is unable to receive mail.
Address not found
Your message wasn't delivered to *********@********.com because the address couldn't be found, or is unable to receive mail.
It is impossible also to get through on the phones of the Moscow office, they are either busy or simply no one answers, if they answer, they only ask to contact the head office.
The customer service is completely unacceptable.
Regards,
**** **********Initial Complaint
29/04/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unresolved
My mother, ****** ******** was at the airport in Riyadh, Saudi Arabia on April 9, 2022 and was attempting to check-in to board her flight back to Toronto, Canada. She was advised she needed the Arrive Can app in order to board the flight. She completed the details and approached the counter (it was still open and the plane had not began boarding). The agent at the counter instead told her she could not get on the plane. My mother found his behaviour very suspicious as he refused to speak with her or verify her Arrive Can details, even though he initially said he had to see it. She believes the plane was overbooked, because there was no other reason to refuse her entry, as she had all of her required information. We reached out to Egypt Air and they have not been helpful for a resolution, which has only made things more suspicious. Her Egypt Air flight was $1300.00 and she was forced to get another flight through KLM, which left a few hours after the Egypt Air flight and cost her another $1300. We would like a refund as the agent did not have a valid reason to deny her entry. She is a woman travelling alone, and was terribly mistreated. She would like her ticket refunded as this could have been avoided. The staff completely mishandled the situation. * **** ******** *** ********* *** ***** *** ** **** ** ****Business response
18/05/2022
Dear Our Valued Customer,
Dear valuable customer, First of all, please accept our sincere apologies for the inconvenience that you are experiencing, in reference to your e-mail, kindly be informed that we forwarded your mail to the concerned department to check and they feedback that Kindly be informed that our valued passenger denied boarding on Flight ****** Dt:09 Apr 2022 ***********. due to incomplete travel documents. Kindly be advised that the flight ****** Dt:09 Apr 2022 ******* was not Fully Booked as there were avaliable bussiness and economy seats on the plan. thanks for contacting us.
FeedBack TeamCustomer response
29/05/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
* **** ******** the ********* receipt that clearly indicates she successfully completed her ********* hours before the flight took off. ****** *** *** ******** **** *** **************** ****************************************Customer response
06/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Egypt Air is refusing to review the supporting documents. The documents clearly state the date and time the travel documents were completed. This is unethical of the business to refuse her refund as we have provided the documents from ********* that indicate her documents were complete for travel. This incident needs to be reviewed as there was no valid reason she was refused boarding. We are prepared to have a legal authority review this matter if Egypt Air continues to ignore her legitimate requests.Business response
14/06/2022
Dear Our Valued Customer,
Dear Our Valued Customer, Dear valuable customer, First of all, please accept our sincere apologies for the inconvenience that you are experiencing, in reference to your e-mail, kindly be informed that we forwarded your mail to the concerned department to check and they feedback that Kindly be informed that our valued passenger denied boarding on Flight ****** Dt:09 Apr 2022 *******/YYZ. due to incomplete travel documents. Kindly be advised that the flight ****** Dt:09 Apr 2022 ******* was not Fully Booked as there were avaliable bussiness and economy seats on the plan. thanks for contacting us.
FeedBack TeamInitial Complaint
15/03/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased an airline ticket on November 18, 2021; booking reservation number ******. The ticket was cancelled and I received notification that a full refund would be issued. I have spent months calling the numbers (###-###-####, ###-###-#### and the toll free numbers) listed on the website to no avail. There is never a representative that picks up the line. I would like to receive my refund in the amount of $988.18 CAD. I have also filled out a refund form multiple times on the website, and received confirmation of refund. But have not received it. Kindly review my file and provide me a refund. Thank you, *********Initial Complaint
19/01/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of transaction: Aug 12, 2021 - I bought an Egypt Air return ticket. Toronto to Lagos December 24, 2021; Lagos to Toronto.January 2, 2022 Amount: I paid CAD 1,503.05 The business committed to providing air transport to Lagos from Toronto and back to Toronto from Lagos. Nature of dispute: The airline canceled the ticket and has declined my refund request insisting I would pay a refund fine for a ticket canceled by the airline The business has been very unhelpful from the beginning. It is impossible to reach any of their customer care numbers since December 2021. I have emailed back and forth and they have refused to issue my refundBusiness response
10/02/2022
Business Response /* (1000, 7, 2022/02/09) */ Dear Our Valued Customer, First we would like to offer our apology for the inconvenience happened. Regarding your request, kindly be informed that we have checked with our financial department and request has been approved and the amount should reflect in your account within 10 working days. Thank you for writing to us. Consumer Response /* (2000, 10, 2022/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this response on the condition that Egypt Air issues a complete/full refund to the same payment channel - CAD 1, 503.05 as indicated above.Initial Complaint
13/01/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I booked a two business class flights with Egyptair on November 5th 2021, through Egyptair online booking website. Three weeks later, on November 26th, I cancelled the two tickets. I have been notified with the cancellation and that it will take around 21 business days to get my refund but I didn't receive anything yet. I have tried to contact them by phone and email many times but I got no response from them. My booking confirmation number was ****** and the ticket numbers were ************* and *************.Business response
24/02/2022
Business Response /* (1000, 7, 2022/02/09) */ Dear Our Valued Customer, First we would like to offer our apology for the inconvenience happened. Regarding your request, kindly be informed that we have checked with our financial department and request has been approved and the amount should reflect in your account within 10 working days. Thank you for writing to us.Initial Complaint
26/10/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of transaction: 23 Aug 2021. Amount: $315.96, EgyptAir committed to refunding the airline ticket I purchased and was unable to use due to COVID-19 restrictions. Through numerous emails of back and forth with the company they quit responding to my emails and fail to answer their listed phone number in the emails upon numerous attempts. It seemed they initially tried to help me to resolve my problem before they stopped responding. The confirmation number for this ticket is: ******. The ticket number is XXXXXXXXXXXXX. On 8 September 2021 the company sent me an email stating: "Dear **** ********, Kindly note that your online refund requisition has been received and is being processed." I have yet to be refunded any portion of my purchase. Please help!Business response
09/11/2021
Business Response /* (1000, 6, 2021/10/29) */ Reference to the attached case, kindly be informed that the mentioned ticket has been issued and purchased from a travel agency. So, according to refund regulations our valued passenger is kindly requested to contact the travel agency as the refund should be proceeded through the same place of issuance.
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Customer Complaints Summary
12 total complaints in the last 3 years.
0 complaints closed in the last 12 months.