Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am filing a formal complaint against EgyptAir regarding their mishandling of my baggage and their failure to respond to my missing items claim (Reference Number: *** ************).On February *******, I traveled with EgyptAir and discovered upon arrival that my baggage was missing essential items. I promptly reported the issue and submitted a claim. EgyptAirs *************** Team acknowledged my complaint on March 6, 2025, but despite multiple follow-ups, I have not received any updates or resolution regarding my missing belongings.The lack of communication and failure to address my claim in a timely manner is unacceptable and reflects poor customer service. As ********************** operates internationally, I am seeking the BBBs assistance in holding the airline accountable and ensuring that they address this matter properly.I request that EgyptAir:Provide a prompt update on my missing items claim.Process my claim in accordance with their compensation policies.Improve their customer service responsiveness for future cases.I would appreciate any assistance the BBB can provide in resolving this issue.Please let me know if you require any further information. Thank you for your time and efforts in assisting with this matter.Sincerely,******* ****

  Business Response

  Date: 04/04/2025

  Good morning.

  We have heard from our office in ***** that your baggage claim ***** ******** Feb 2025 has been transferred

  to the insurance department under file number **********

  *** will receive an authorization from the insurance department within 10 business days.

  You may call **** ******* at ************ in 10 business days to ascertain if she has received from

  ******

  Once NYC has received this a discharge/release form will be mailed to you with the amount authorized and after

  being signed by you and returned to EGYPTAIR here in ***, we will then issue a check in the amount authorized.

  Thank you for patience.

  Best regards,

  **** ** ******* ***

   

   

   

• Initial Complaint

  Date:02/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My return flight reservation was on 3/10/25, the airline company changed it to 3/12/25 without my request and without stating any reason. I'll lose two day of work and my plans are ruined. I request a compensation or a cabin upgrade. They haven't been cooperative.

  Business Response

  Date: 02/19/2025

   

   

  Dear ******************************************** is the terms and conditions as stipulated in the Conditions of Carriage outlined on our website.

  Regarding the flight change, you may either request your travel agent, Go to Gate to either rebook you via

  MS985/10 Mar ******* as our Newark flight was cancelled due to maintenance issues.

  Or if you wish, you may apply for a refund via your travel agent.

  We apologize but sometimes flights are cancelled for technical or maintenance issues.

  Your travel agent was informed by us, and we also forwarded an email to the email provided to us.

  Please check your junk or spam folder.

  9.1 SCHEDULES 

  9.1.1 The flight times shown in timetables may change between the date of publication and the date you actually travel. We do not guarantee them to you and they do not form part of your contract with us. 
  
  9.1.2 Before we accept your booking, we will notify you of the scheduled flight time in effect as of that time, and it will be shown on your Ticket. It is possible we may need to change the schedule flight time subsequent to issuance of your Ticket. If you provide us with contact information, we will endeavor to notify you of any such changes. If, after you purchase your Ticket, we make a significant change to the scheduled flight time, which is not acceptable to you, and we are unable to book you on an alternate flight which is acceptable to you, you will be entitled to refund in accordance with article 10.2.
  9.2.4 In case of a flight cancellation, EGYPTAIR will offer to the concerned Passenger assistance and/or compensation as applicable according to its compensation policy, and as may be required by applicable law,except for the following cases where the Passenger shall not be entitled to compensation (unless otherwise required by applicable law): 
  
   ******* The Passenger is informed of the cancellation at least two weeks (fourteen days) before the scheduled time of departure;or 
  
   ******* The passenger is informed of the cancellation between two weeks and seven days before the scheduled time of departure and is offered re-routing, allowing the passenger to depart on his original departure time or no more than two hours before the scheduled time of departure and to reach his final destination not more than four hours after the scheduled time of arrival; or 
  
   ******* The passenger is informed of the cancellation less than seven days before the scheduled time of departure and is offered re-routing, allowing the passenger to depart no more than one hour before the scheduled time of departure and to reach his final destination not more than two hours after the scheduled time of arrival. 
  
   ******* Passengers will be informed of cancellations via the contact details given to the operating carrier by the passenger, the purchaser of the Ticket, or the travel agent. 

  Thank you,

  Sincerely,

  **** ** ******* *** ************ **************************************************************************
  

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchases a airline ticket and cancelled the ticket a few hours later. The law states I should receive a full refund if I cancel within 24 hours. Egyptair was not given me a full refund, instead given a $175 penalty. Getting someone on the phone takes close to an hour and when I've been able to talk to someone I'm told to email in information. I've emailed the same information three times and have heard nothing back.

  Business Response

  Date: 02/18/2025

  Dear Madam,

  All refunds are processed in *****. Hence, they do not know that you live in the ****

  Please provide the following information:

  1. Ticket number beginning with *** followed by 10 digits

  2. Copy of your bank statement showing that you purchased the ticket in USD

  3. Copy of the cancellation notice asking for refund withing 24 hours.

  Please forward all of the above to:

  **************************************************************************

  Thank you.

   

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Egypt Air's solution is that I send information to **************************************************************************. I sent this information to ************************************************************************** three months ago, November 2024 and there was no reply. I sent this information again in January 2025 and there was no reply. 

  Attached are the emails I sent in November and January.

  This solution does not resolve my complaint because I already did this several months ago and no action was taken. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *********
  
  
  
  
   
  

  Business Response

  Date: 04/09/2025

  Dea* **** *************************************** is pleased to advise you that the penalty fee of USD ****** has been returned to you by our office in  

  ******

  This will appear on your credit card used for payment of ticket ***************** You should see this reflected within

  3-5 business days on your online bank statement or 1 or 2 billing cycles on your paper statement from the bank.

  Thank you for your patience and understanding.

  We are happy to close your file.

  Thank you.

  Sincerely,

  **** ** ******* *** ******** ********

   

   

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *********
  
  
  
   
  
  

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Lost Carry-On Bag Report Flight Details:Origin: *************************** (CAI)Final Destination: ************************************ (EWR)Date/Time: January 7, 2025, at 10:10 AM Confirmation Number: ****** Bag Details:Type: Carry-on Color: Silver Brand: Samsonite Contents: Laptop and other high-value items totaling over $3,000.Incident Description:During my flight from ***** to ************* on January 7, 2025, I was informed that the overhead bins were full, and I was required to check my carry-on bag at the gate. I was provided with a baggage claim ticket, but I have since misplaced the ticket. Upon arrival at ***, my carry-on bag was missing and could not be located.Please advise on the next steps for locating my bag or filing a claim for compensation. I can provide further details or supporting documents upon request.Please assist in locating the bag or processing a claim.

  Customer Answer

  Date: 02/07/2025

  At this time, I have been contacted directly by Egyptair regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   They havent found my bag yet, and they are going to do further investigation.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ******* *******

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Egyptair regarding complaint ID ********.
  
  Sincerely,
  
  ******* *******
  

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used this airline when I was in Egypt and both of my flights were delayed for more than three hours with no explanation while there at the airport. I incurred extra fees due to my delayed flights and never recieved responses as to why this happened. Any updates I received were days later when my option to complain had been closed because they never updated it online it still said on time purposefully so I couldnt cancel. I have called them and emailed them not only do I get disconnected when I do sit on hold anywhere from ***** minutes the one agent I spoke to was so absolutely rude and unhelpful. I have called every number I can and emailed every email they give out and I get no response definitely on purpose. This business hopes I will give up they think its fine to run a crappy business and not respond to complaints. Well it isnt fine it is unacceptable and all I am asking for is partial refunds for these flights to cover my extra costs.

  Business Response

  Date: 01/24/2025

  Dear Madam,

  Good afternoon.

  Reference is made to your complaint filed with the New *************************************** regarding various delays you encountered while traveling via EGYPTAIR Airlines.

  Our ******* Team did reach out to you, but kindly advise us of the ticket number beginning with ***

  followed by 10 digits and the flight numbers involved in the delay.

  Our ******* Team offered you a 20% discount on your next EGYPTAIR flight as a gesture of goodwill. 

  Awaiting your response to investigate more thoroughly. Thank you.

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I will never go to Egypt again, I will never have use for this discount, this gesture of goodwill is not that at all considering I even tried to look into it and see if I could every number I call every email I send goes unanswered so the gesture means nothing when there is absolutely no possibility of a follow through because your company has a non existent customer service. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

• Initial Complaint

  Date:09/19/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The flight to *** was not delayed 20 minutes as it was stated on their website proper. the Flight was delayed for 7 hours plus almost 8 hours with no reasonable explanation. I landed in NY way passed 4pm, and according to your website we choose to go with Remedy 3 and would like a full airfare refund. Due to the delay I had to go to the ** for such stressful trip. Which I have all the documents for as well. I was supposed to land at ***, I land at 4pm. I had scheduled pick up pay which I had to pay for again. I want a 100% refund. This is unacceptable. When I tried to reach out I was given an offer of a 50% discount on my next travel with Egypt Air, which on their website says Im entitled to a full refund. I have tried to reach out to this entity many times but they will not respond and respond weeks even months later. please assist and thank you for your time

  Customer Answer

  Date: 05/04/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Egyptair regarding complaint ID *********
  Sincerely,
  
  ***** *****
  

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a horrible experience with Egypt Air during a time of family crisis, and I would strongly advise anyone against flying with them. My elderly father was hospitalized in ********, and we had to make urgent changes to our flights from ********* to *** and then from *** to *****. Despite providing a doctors note and notifying Egypt Air three days in advance, they showed zero compassion and charged us over $1,700 in change fees!While other airlines were incredibly accommodating and didnt charge us a *****, Egypt Airs customer service was shockingly rude. The representatives literally yelled at me when I tried to explain the situation, and they acted completely inhumane during a very stressful time. I cannot believe an airline could be so ************ if the poor customer service wasnt enough, the airplane was ancient and filthy. It felt like it hadnt been cleaned in years, making the entire flight uncomfortable and unsanitary. I will never fly with Egypt Air again, and I urge others to think twice before booking with them.

  Business Response

  Date: 09/27/2024

  Dear Madam,

  Good afternoon.

  Please supply the tickets numbers for your Dad, and yourself traveling with EGYPTAIR. Please also provide name of the agent, you spoke with.

  Please provide your itinerary and date traveled in order to investigate the matter.

  Your telephone number supplied to ******** Better Business Bureau is incorrect.

  Please advise your correct daytime telephone number.

  Thank you.

  **** ** ******* ***

  **************************************************************************
  

• Initial Complaint

  Date:07/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I HAVE BEEN CONTACTING THE ***** AND PHONE ON THEIR WEB**** AND NO ONE IS RESPONDING TO ME. THEY HAVE WRONG ***** ADDRESSES ON THE **** AND THEIR PHONE NUMBER DOESN'T WORK!!! We flew business class for the first time with Egyptair on our trip to ******** and then back to ***. I am very disappointed in the way my luggage was handled. My 9 month old stroller was missing both when we landed in ******** and when we came back home to ***. It arrived in ******** 2 days later, we had to buy a small stroller there to take her around for 2 days. Then we got on the flight to come back to ***. It arrived 4 days later to our home. It is absolutely ridiculous that you would lose our stroller both ways. It is a $1,100 stroller and it was returned to us with all missing items. #1- The canopy on the seat is missing. I am expecting you to replace that stroller seat. #2- The small item carrier that was attached to the stroller handle is missing along with her sunglasses. I am expecting you to replace all of these items for me.Lastly, ALL of our luggage arrived 3 days after I landed back in ***. I was on a 10 day trip with my husband and daughter. We packed a lot of items - none of which we had when we came back. My daughter's baby formula, bottles, pacifiers, diapers, toys and clothing. I didn't have anything extra at home as I packed all of this stuff for our 10 day trip and I couldn't wait for you to send us the stuff. These are important items a 9 month old infant needs on a daily basis. Our toiletries and basic clothing were all missing. I had to go purchase these items due to your airline's mishandling of my luggage. I am expecting you to compensate me for this inconvenience. I am very appalled at the way we were treated as priority passengers.

  Business Response

  Date: 07/11/2024

  Dear *****,

   

  We are sorry for the inconvenience caused to you.

  Please supply your baggage claim numbers ***** followed by 5 digits

  and for the return ***** by plus digis.

  Please also provide any receipts you had to purchase for bottles. diapers, clothing

  for the child, plus things for you and your husband.

  Please forward your responses to:

  *****************************************************

  Thank you.

  Customer Answer

  Date: 07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business has not responded to me. They provided you with an email address. I contacted them and provided all the required information to the email address that was shared but I have not heard back.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 07/29/2024

  Dear Sir/Madam:

  Please advise in detail what your claim or case is about in order to address the issue.

  Please also provide your email address and your cell phone number to further

  assist you.

  Thank you.

  **********, ******* ***

  EGYPTAIR Airlines

  *****************************************************

   

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My baggage (a new american tourister spinner) was damaged on an egyptair flight MS738 from ******** to ***** on the 25th of June. I filed a claim at the airport & submitted the required documentations as requested on the assigned emails & have not heard any feedback ffom them. Not even a notification of email receipt. I need compensation for my suitcase!

  Business Response

  Date: 07/03/2024

  Dear ********************************* office only handles complaints from flight from/to ****

  Please contact ************************************ for further assistance.

  When addressing them please contact O/D Supervisor

  Provide your routing, Claim Number 5 letter and 5 digits

  your ticket number

  Name, Address, Email Address.

  Thank you,

   

  Customer Answer

  Date: 07/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Egyptair is the flight company responsible for my damaged luggage. I already contacted the luggage department through email even before contacting bbb, and received no response. I do not care if they say they only handle US flights, its the same flight company and they can communicate with their colleagues handling other flights because i already sent emails almost 10 days ago and received no response.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

• Initial Complaint

  Date:05/21/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a ticket from Egyptair and I cannot find it later. So I called the customer service *************. The call at 20:23 GMT made me uncomfortable. He asked me for 4 or 5 times about my last name. I know my asian name can be different from others. But he KEPT asking me "your last name is just 2 letters?". And finally he hung up on me. I don't know why an asian name can puzzle him. And I tried my best to ask his questions as calm as possible, but I was very angry.After that I called twice more and the other two people who received me were quite nice... I being just an international student does not mean my culture background not important. It was my first time being discriminated in **.

  Customer Answer

  Date: 06/15/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Egyptair regarding complaint ID ********.
  
  Sincerely,
  
  *** **