ComplaintsforEgyptair
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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
02/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I booked a Flight wih Egyptair Confirmation: ****** Departs Tue, Feb 21 FROM *********** To ***********, Flight Arrived on Feb 21, 2023 on 9:30 Pm no problem service on board everything was great till we came to luggage claim First we had to wait around an hour and half for our bag to finally show on the belt at the very last, then once we arrived home and opened the bag we found an item was stolen from the bag, that item was 1 KG of Nuts and snacks which i purchased in my way to the airport before departure for my kids, my kids called me asked to buy for them, and because it was the last thing purchased it was packed in the top of the bag, so seemed to be convenient for someone to quickly open and steal the first thing at the top, My kids were very disappointed and me as well, Never expected something like this to happen, and why someone would steal a bag of nuts, this is totally not accepted and not professional, I filed a Claim online with Egypt air right after we found out about the missing item, but they Never responded as well. I need this case of 1 KG Nuts and snacks to be found and delivered to me in Egypt, Also please find that employee who handle transfering the bags from the plane to the Baggage carousel at ************* and do the necessary procedures to prevent him from repeating such shameful act, He purposly delayed the bag for an hour and half for convenient stealing. I prefer to be contacted via Email not phone, Email **********************Initial Complaint
02/14/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
I returned back from Egypt on Egyptair on 1/12 and 2 of my bags were damaged by the airline. I file a complaint at the airport and the lady gave me a copy of the receipt and told me that someone will call me within 10 days-2 weeks. No one called!!! I made several attempts to call but no one answers. I left voice mails and I sent several emails and no one is responding to me.Business response
02/14/2023
Dear Madam,
Good afternoon.
Please supply the following information to contact our ***** Headquarters.
1. Ticket number beginning with *** followed by 10 digits
2. Routing of the ticket
3. Claim number for your baggage claim beginning with 5 letters and 5 digits
4. Your email address
5. Your home mailing address (city, state, zip code)
All baggage is decided by the insurance company based in *****, they authorize the compensation due you, and then when we received we forward you a release form and then when you return back
to us with signature and biopage of your passport, we execute a check to you.
Please send the above infoimation requested to:
*****************************************************
Thank you.
Customer response
02/22/2023
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 received an email today 2/17/2023 from BBB forwarding the response from Egypt air.
However, all the information that they are asking for was already provided in an attachment.
The claim was filed at the *** airport on 1/12 and they gave me a copy of the receipt which I included in the complaint with BBB.
The attachment included the ticket number, the claim for the baggage, my email address and my home address.
The only thing we didnt include is item #2 which is a routing of the ticket! What does that even mean?
I will attach the copy of the complaint again in this email for your reference.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Initial Complaint
02/01/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I am writing to request a delivery or compensation for a missing baby stroller.I have tried to reach out many many times and still missing the baby stroller.Please see tickets .You can send the baby stroller to *********** located in ***********. Thank youCustomer response
02/26/2023
Better Business Bureau:
At this time, I have not been contacted by Egyptair regarding complaint ID ********. I have been sending emails and making phone calls since Jan 4th 2023 but no one is responding or answering or helping. I am in immediate need for the baby stroller and the car seat for my child.Please send my items as I can not afford to buy again !!!
Sincerely,
*******************************Initial Complaint
12/23/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased four fully refundable fares from EgyptAir which had to be cancelled. Cancellation was done using a form on the EgyptAir website. Receipt of the cancellation was acknowledged, as well as a statement that the refund could take up to 21 business days to process.After 21 business days elapsed without refund, I began emailing EgyptAir's online refund emails, web support emails, and customer service emails to ask about the status of the refund. I did not receive a response. As of this writing, it has been 71 calendar days (52 business days) since the last cancellation was submitted and I have yet to receive a response. I have had to carry forward the total cost of the four fares - $4,571.16 - on my credit card while I wait for a refund which has already accrued substantial interest charges. I have not been able to find a way to register a direct written complaint with EgyptAir.Business response
12/23/2022
Dear Sir,
Please supply all ticket numbers beginning with *** *ollowed by 10 digits to investigate the matter.
Thank you....
Customer response
01/06/2023
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:while the business (EgyptAir) addressed the complaint in writing without apology or acknowledgement of error, as of this writing the amount owing has not been refunded and the complaint has not been resolved to my satisfaction.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Customer response
01/09/2023
EgyptAir requested additional information for the purposes of processing the refunds. I provided this information to all addresses that had been suggested as potentially being responsive. An email from *****************************************, which appeared to be automatically generated, noted that the email had been forwarded to *************************************** (the original email had already been sent to this address directly at least four times). The refund has not been issued. It is currently outstanding 90 calendar days, or 64 business days since the refund was requested.Business response
01/23/2023
Dear Sir,
In order to research further, I will need the ticket numbers beginning with *** followed by 10 digits.
While you have supplied them previously to the online refund system, this system is based in *****
and I have no access to it.
Please reply as requested.
Thank you.
************************* *** *****************************************************
Initial Complaint
11/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
On November 3, 2022 I was supposed to be on a flight to ***** Egypt from ***********. Approximately one hour after we were supposed to takeoff Egypt, EAcanceled the flight due to technical difficulties. Our baggage had already been checked in and upon the cancellation EGYPTAIR absolutely and categorically refused to release our baggage back to us. We were put on a new flight that put us through ****** and then from ****** to ***** And they said our baggage would be transferred. When we arrived in *****, we went to the baggage help department as our baggage had not arrived. We were on a tour and our baggage did not arrive within five days of landing and the we started a cruise down the Nile, so we ended up not getting our luggage until the 10th day of our trip , so needless to say we had to go shopping and purchase items that we would need. Egyptair absolutely has not responded to any of my requests for documentation proving that my baggage was delayed so that I could go through insurance nor have they offered any sort of compensation for not having my and my travel partners baggageBusiness response
11/30/2022
Dear **********************,
We have received your compliant through the ** Better Business Bureau.
You have supplied a copy of your claim filed in *****, with baggage services, I will contact them today 30 November to check the status of your claim, and if our insurance
company has forwarded the file to our ******************** for compensation.
I will not hear until Monday, as I am out of the office tomorrow and Friday/Saturday is their day off.
I will respond to you on Monday.
Thank you for your patience.
Sincerely,
************************, CTC
*****************************************************
Customer response
02/17/2023
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 delayed my baggage as a result of a cancelled flight, now I received an email saying that the ** office has my payment but no response to emails, all phone numbers inactive, disconnect or never return calls. Supposedly the payment is 4236/2022 according to the email
Sincerely,
*******************************
Initial Complaint
11/28/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On July 15, 2022 on return from ***** to ***** my new luggage was severely damaged beyond repair and I filed the complaint immediately at the airport. On the 17 July 2022 they emailed requesting additional documentation and I did as requested with scan of baggage tag, flight ticket, passport bio page address and phone number, and price of damaged bag along with the purchase receipt. After two months of constant reaching out to them (to no avail) to cover my claim/complaint/compensation they finally responded on September 20, 2022 Reference ******** ********** with they sending a discharge form in the amount of $53.00 and that if I did not accept and escalated that the outcome most likely will not change and take longer. September 21, 2022 I emailed to the following, ********************************** ************************************** ************************************* ************************************* ********************************** stating that I was not satisfied with this amount for my luggage was new, that I felt I should be given the full cost of my luggage $162.34. To date no one has replied nor given me my money spent for my suitcase. I have all the emails I have sent along with all the documentation with pictures they requested. Additionally I still have the the damaged unusable suitcase in case any additional images were needed.Customer response
12/23/2022
Better Business Bureau:
At this time, I have not been contacted by Egyptair regarding complaint ID ********. To this date all that was submitted to BBB along with documents and pictures are still the same as they too had received when I came to you for help with this company. They still have not paid me nor contacted me to rectify this situation.
Sincerely,
*******************Initial Complaint
11/04/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We bought tickets to go to Egypt in 2020, the borders were closed and our flights were cancelled. I called many times to get a refund. I was told many excuses why my refund hasnt been received. As there is one man in Egypt that signs the checks etc.. we were able to go this year in 2022 and I called to use my credit. I was told I had to pay xtra money as tkt. Was more. When actually it was less than I paid in 2020. I spoke to a repo with Egypt air and he reassured me if I wrote to ********************************* that I would get a response as it goes to the the president. I did receive a response shortly after and was told my refund was approved and it would be put back onto my credit card. That was in September. September 15 to be exact ! As of today November third my credit card has not receive any credit. I reached out to Egypt air again and the last message I got from them over 1 month ago that they were forwarding it to their concerned financial department. this claim was approved and supposedly credit to my account then where is my refund?!Initial Complaint
11/02/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Hi ,I requested a refund for my five tickets since August 14, which over than 10 weeks and I never get any respond or my money back, I email them as showing on the attachment but I unfortunately I got no respond I called Egypt Air on the phone and have to wait on hold for hour and a half and finally when the person answer me, they hang up on me!!Initial Complaint
10/03/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I made an online booking through ************ on 1st of July 2022 to travel from ******* to ***** ******* for my Grandmothers Burial. However My husband had an emergency call back to work and wont be back up until after 6 months leaving me alone with our 2 year old son. I sent a mail to Egyptair on the 10th of August 2022 requesting for a refund because I wasnt going to be able to travel again due to the current circumstances. Its being over 50 days, the booking has been cancelled since I requested for the refund online. I have called on several occasions but still no response. Please kindly help process my refundBusiness response
10/03/2022
Dear Sir,
Please reply back with your ticket number beginning with *** followed by 10 digits.
After the date of flight, we cannot pull from the reservation.
Thank you...
Initial Complaint
09/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My flight was from ****, ****** to ********, Egypt and they lost my checked-in luggage on Aug.14, 2022. I was in ******** for 7 days and my luggage was never found and never delivered. I contacted egyptair to tell them to please just send the luggage to my house in ***** if they ever find it because i will still be traveling all over Europe for a month and it will be hard for them to catch me in every location. This trip was just my second stop, first stop was ****, second was in egypt. The rest of my trip, i never lost a luggage except with egyptair. Their customer service *****, no one contacted me, its more than a month now. The email they gave me is not working, so when i sent an email regarding that it has been more than **************************************************************************************** as failure to send. This has been a stressful vacation because they lost my luggage, i didnt have clothes, no toiletries, no extra shoes, and other personal belongings. I had to buy some of it and i even bought a luggage which doesn't equal to the one i had which was samsonite. This is the worse airline I had to deal with, their chat on their website is not friendly user, and i could never connect to a agent there. My only contact was the guy i complained to at hurghada airport and we messaged through whatsapp, but even that he was not that helpful. I hope i get compensation for the lost of my luggage and all the stress this has cause an old lady (me).Business response
10/13/2022
Dear Sir/Madam,
We are sorry to hear about your luggage.
The best place to write to is: **********************
by providing them the 5 digits of the claim and the 5 letters of the claim
your name, ************
your flight number and date from where to where
your email address and your telephone number
Thank you.
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Customer Complaints Summary
115 total complaints in the last 3 years.
26 complaints closed in the last 12 months.