ComplaintsforEgyptair

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Since Tuesday August 23rd I am trying to buy 4 tickets business class *****/********. I chose ***** filled up with card number, the code, expiry date, my name, address and phone number. Unfortunately, Egyptair refused my phone number, asking one from Egypt. Wednesday morning, starting 9 oclock I tried to call the reservation to be able to buy the 4 tickets, the same message saying that they receive lots of call and will try to answer as soon as possible, I waited 30 minutes and hang up. Today, I tried again at 9 oclock, time the are suppose to start, same message. I tried again during the day, now its always busy. Does Egyptair willing to do business ? Its said to see a big company with this kind of service !

  Business response

  08/26/2022

  Dear Sir/Madam:

   

  Good ****************************** advise if you are calling the ******* Office number of ******* ******** number.

   

  ******* phone: ************

  ******** phone 21/******** (M-R ********* EDT)

   

  or you may email ********************************************

   

  Thank you.

   

  Best regards,

  EGYPTAIR ***

  Customer response

  08/29/2022

  Better Business ,

  I called few times Egyptair *******.
  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked two tickets to travel to Egypt in September 2021. I was supposed to travel on 12/23/21/ and return 1/1/22. On the day of travel my son tested positive for COVID (the airline required a negative test to board the flight). So we were not able to travel. There was no one at the tickets office that day to answer our question.I made many phone calls and no one ever answers.I filed for a refund online but received nothing and received no follow up emails about the status of the refund.I sent many emails and attached the positive test also to no avail.

  Business response

  09/07/2022

  Dear Sir,

   

  Please be advised that all tickets have been refunded

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

   

  You should find this reflected on your online billing statement with 3-7 business days

  and 1 or 2 billing statements from your bank.

   

  Thank you.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My refund that was issued in June 2022 has been delayed. I cancelled my trip to ******** due to urgent intestinal obstruction (due to cancer) surgery to one of the 5 passengers. Its been more than 50 days since I requested a refund and havent received it yet. My 5 tickets are listed in the picture below that I received from Egypt Air.I called ******** office of Egypt Air more than 10 times with no response. They either put me on hold for more than 30 minutes (every time on different time schedules) until I lose hope, or The answer machine at the accounting department asked me to leave voice messages with my information and they would get back to me. Of course she never answered me back in spite of leaving my information and tickets numbers.The last messages I left were today on the 28th of July.I sent an email more than a week ago to the address written at the end of the attached document but received no response. I finally sent a complaint on Egyptair website but also received no response.I just need your help to get my refund please.Regards ***************************** *************

  Customer response

  07/31/2022

  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

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I flew on Egypt Air June 25 2022 flight #MS982 *** to CAI then Flight #MS737 *** to IST. First in ***** the Egypt Air attended stole my coach sunglasses while going through my carry-on and tried to take my PS5. Then I get to ******** and they lost my suitcase which had all my shoes and clothes plus gifts from my deceased father. I need my bag back. You can not get a hold of this airlines at all. They do not pick up the phone nor do they respond to emails. I filed a claim and they have not tried to look. I had the police in ****** track my bag and they say a lady picked it up then gave it back to the lost and found Egypt Air returned it to CAI and they tried to let Egypt Air know WHT they found but they won't listen. I need my bag I need a voucher to buy clothes in the mean time. This bag had **** shoes and some **** clothes as well as all my other shoes and clothes. I have only 4 t-shirts and flip flops to wear. I need help. Egypt Air is the worst airline I have ever flown on and the most unhelpful. People are telling g me I have to pay to get my stuff back. Egypt Air is liable for the loss. I want my stuff. The items lost can never be replaced because my dad can't come back from the dead to give them to me again. The suitcase ***** is $250.00

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was booking a trip on Egyptair website from *** to CAI, on 6/6/22, flight MS 982 for Myself, wife and daughter. On the payment page it kept loading, and did not process payment, I tried rebooking the flight but for some reason it wasnt available.I searched for the same flight on the third party, and was able to book the same flight from *********, only to find afterwards that ************ has processed the payment and charged me $2,210.60 for the flight tickets, and I received the tickets afterwards in the email (attachment#**) after I've booked it cheaper on Kayak for $1953.37.Immediatly I called Egyptair customer servie for 2 hours with no response, the website is terrible and wouldnt let me cancel the flight and eventually I was able to submit an online cancellation and refund request 3-4 hours after I've booked the tickets (attachment 2). They still wouldnt cancell or refund the ticket and I had to send out a friend of mine to the office to cancel the ticket within the 24 hours windows, which she eventaully did and the ticket was cancelled. I didnt receive acancellation email or anything, but when I searched for the ticket it would give me an error. This happened on 6/7/22.UNTIL NOW 6/23/22 I havent received the refund from egyptair, called them many times and no one answers and I'm not sure what else I can do. Please help me get my full refund backk for a total of $2,210.60 ASAP.Thanks,*************************** ************

  Customer response

  06/24/2022

  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

  06/17/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Airline bumped our flight from a December 7 to December 9 departure from Cairo to ******** (which did not work into our travel itinerary and subsequently prior to leaving for ***** we found out the ****** border was closed). Submitted a refund request on November 27, 2021. In contacting airline they are referring me to Travelgenio (an online travel portal) to obtain my refund. Travelgenio is saying that they are waiting on the airlines.I am also submitted a second complaint (in a separate form) against Fly UIA airline. When our flight got bumped above we booked a replacement flight on this airline (also from ***** to ******** through ****). That flight was also cancelled due to border closures. I receive a response (after also cancelling and asking for a refund on November 28, 2021). They also have yet to issue a refund.Feel like I have been patient given all going on in the world, but with flights returning to normalcy I feel they need to step up and make this right.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 9, 2021, I bought four roundtrip tickets on Egyptair via the travel agent JustFly. This flight was to depart on December 18 from ******, ** to *****, ******* and return on January 3, 2022. On September 8, 2021, I received an email that there has been an itinerary update and upon checking I saw that my departure flight which originally had a 3 hour layover in Egypt now had a 20+ layover. Immediately called my agent to see what could be done, however, no dates were available within my travel period. I was given the option to cancel with a full refund due to this being an unacceptable airline change. I agreed to the refund and was told to expect the refund within **** weeks. However, after 6 weeks I called my travel agency and was told they were still waiting for the refund from the airline. Called again after 12 weeks and was told the same thing. Now I am calling again only to be told that egyptair is only offering a flight credit. I have absolutely no need for a flight credit when I have already requested and been promised a refund. I am not sure what kind of games Egyptair is playing but this is very unscrupulous and I have no desire to fly with this airline if my money is refunded. I am reaching out to every avenue to get this resolved without further issues.

  Business response

  06/10/2022

  Dear **************,

   

  Good afternoon.

  When flights are cancelled, you may either get a refund or change the ticket without penalty to another date.

  All ARC approved travel agents can process the refund through their accounting system and deduct it from

  their sales.

  Agents must also secure a waiver code  from the carrier to have the carrier waive the penalty fee.

  I do not know why this aqent, did what they did, but can assure that EGYPTAIR does not play these games.

   

  As the agent made the sale, we have to have the agent process it.

   

  Since this will not happen by them, please send me the ticket numbers involved beginning with 077 followed by 10 digits,

  the complete itinerary, and tell me what flight was cancelled so it can be verified.

   

  Please send this via email to:

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

   

  Thank you.

   

• Initial Complaint

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a ticket from EgyptAir online on Apr 19th, 2022, for $805.97, since my passport was supposed to expire within two months, I tried to apply for an expedited passport, since I couldn't find an appointment before the date on the ticket which is the 30th, I returned the ticket the same day and within the allowable time which is 24 hours. I tried to call EgyptAir but to no avail. Their website indicates to fill out a form and your money will be returned. I did fill out the returned form on the 19th and received a response that my money will be refunded between a week and 24 days. Since then I have tried to get in touch with them, I emailed them and called so many times but no one will answer the phone.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I did already booking ticket from EGYPTAIR from ************* to ***** should be the gate close at 11:00 am I arrive there at 10:45 but the supervisor there told us he doesnt accept us I told him should be the gate close 11 he told us ok but he charged me only 270$ Extra weight I told him okay after he takes money he doesnt me the ticket an bring us for some place he ask me about ticket I told him this with you I didnt take anything from you and he didnt give us or details just I think he looking for us like slavery I dont know why

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  hello, me and my wife took a flight with Egypt Air on Christmas day Dec 25th from *****, ****** to **********, ******* with a layover in ***** Egypt when we landed in ********** all of our luggage 4 bags!!! have not arrived, we made a PIR report at the airport and they assured us that they will deliver our bags to us in ****** where we were staying! after 1 month of bad communication our bags were deemed lost and that we should seek the airlines for compensation. contacting the airlines was very frustrating!!! they would respond to simple questions every 5 to 7 business days. after 2 months of back and forth with Egypt air baggage service, we have provided in all the info they needed to compensate us for 4 bags. they asked for us to list the items and to have valid receipts from recent purchases, whih we provided. on average each bag was worth almost **** USD per bag. once they have received all the paperwork that they asked of us they said that the insurance company will look over our case and determine compensation. after 3 weeks they came back and offered us **** USD for all 4 bags. of course we felt that wasn't a fair deal so we refused in an email. they proceeded to revisit our case with the insurance company and they took another 3 weeks to respond, they came back with **** USD, a 200 USD raise... we refused again and it was the same process, they would revisit our case and 3 weeks later they offered **** USD! we were still not satisfied with **** USD for 4 bags being lost. i then proceeded to ask for a breakdown of how they came up with this number and that my rights are **** SDR per bag. since then it has been 3 weeks and counting.. Still they have not responded. i have emailed 3 times and still no response or anything. i proceeded to send a email that stated im owed **** SDR per bag according to their website and that i won't accept **** USD for all 4 bags and if i have to get legal representation i would. anything else please let me know

  Business response

  05/11/2022

  Dear Sir,

   

  Good morning.

   

  Please provide the following information in order to check with our headquarters.

   

  1. Ticket number of yourself 077 + 10 digits

  2.Ticket number for your wife 077 + 10 digits

  3. Your baggage claim number filed in ********** CPHMS + 5 digits

  4, Your home address including city/state.zip code

  None of your emails reference this information. In order to check as to the status and where you are being paid, this information is required.

   

  Thanks you.

   

  Please forward to:

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

  Customer response

  05/11/2022

  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 they need more information which i will provide now 

   

  Hello*** ****** 

  than you for the response, here is all the info you have asked i have also attached the tickets,PIR report which includes the bag tags , and emails between me and the airlines, via last email 

  my ticket number ********************* *** ********** 

  my wife ticket number ****** ***** *** ************ 

  baggage claim number ***** ***** 

  my address is ***** ***************, ****************, ** *****

  case number from Egypt air (case number *********)

  i hope you find this info satisfactory

  thanks in advance

    

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

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

  Customer response

  06/05/2022

  hello

  you have asked me if i have been contacted outside of BBB, the answer is yes but this is the reason i came to BBB in the First place. in between responses to simple questions they are taking about 18 days on average to reply to anything, also they wont answer any of my questions about my compensation directly, they ***************** from the question behind the insurance company who for some reason im not allowed to talk to which is very wild because they are supposedly the one looking at my case and determining compensation. for example i asked last month "how did the insurance company come up with a quote of **** usd for 4 bags lost of 2 passengers ? three weeks later i get a response saying "we understand your point of view but unfortunately the insurance company cant compensate more then this" so to answer your question yes they contacted me but they are passive agressive and are trying to bully me into accepting **** for me and my wifes 4 lost bags which the airlines in Egypt probably stole!

  second question is the issued resolved ?

  NO its not resolved i want clarity why am i being treated like this 

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