ComplaintsforEgyptair
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I booked an EgyptAir flight from ******** to ***** through ****** that was scheduled to depart on March 19, 2020 (eTicket # ************* for the amount of $986). EgyptAir cancelled the flight due to COVID, and ****** customer service assured me that ********************** would allow me to change my flight details for free whenever I was planning to fly to Egypt again, as long as the ticket was reissued before July 31, 2021.I tried to book another EgyptAir flight over the summer of 2021, but there were no flights available through ******* I contacted ****** customer service again via email, and they were unable to help. They referred me to the EgyptAir call center in Egypt. After several months of avoiding my questions, they finally told me I needed to contact the ******** office since I booked the original ticket from within the **. I contacted the ******** EgyptAir office via email since I could not reach their call center representatives, and was told to email ************************************** I emailed them at the beginning of March 2022 and have not heard from them since, despite having sent a follow up email. I am now unsure if I ever want to fly EgyptAir again after this, and I would prefer a refund of the amount of my original ticket.Customer response
06/10/2022
Better Business Bureau:
At this time, I have not been contacted by Egyptair regarding complaint ID ********.
Sincerely,
*********************Initial Complaint
04/27/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I booked two flights for almost $800 and cancelled within the 24 hour refund window. It has been 4 months and I haven't received my refund. I have left 15 voicemails and sent over 15 emails and can not get a response.Initial Complaint
04/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Tickets bought 3/17/2021, but issue didnt occur until 7/13/21. Three tickets were bought for $281.59 each (total $844.77). The flight was roundtrip from ***** to *************** for myself and two friends. However, when we arrived in ***** (on a different flight), one of my friends was sent back to the US due to not having a QR code on his vaccination card for COVID-19. So, our later flight with EgyptAir for three people now only had two people. So, well before 24 hours before the flight, I requested a refund from EgyptAir for the three tickets bought in March and then repurchased two tickets for myself and my remaining friend. We never received any money back from EgyptAir for the original three tickets and Ive tried numerous times over the past few months to call EgyptAirs office and never was able to speak to anyone. Our booking code for the original flight is *******Customer response
06/01/2022
Better Business Bureau:
At this time, I have not been contacted by Egyptair regarding complaint ID ********.
Sincerely,
***********************Business response
06/15/2022
Dear ****************,
Good morning,.
Tickets ************************ were processed for refund on 14 June 2022.
The refund for these tickets was sent to Master Card **** **** and should be reflected
on your online statement with 3-5 business days.
We apologize for the delay caused by the covid pandemic and shortage of staff.
Thank you for your patience
Initial Complaint
04/07/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On Dec 21, 2021, I submitted an online refund request through Egypt Air's website for a flight that my family and I were no longer taking. There are four tickets as part of confirmation number ******. I have sent multiple follow up emails and haven't received a single response over the past four months. I have uploaded a copy of the refund request which includes the ticket numbers and the total cost.Customer response
05/20/2022
Better Business Bureau:
At this time, I have not been contacted by Egyptair regarding complaint ID ********.
Sincerely,
*********************Initial Complaint
04/04/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased 2 airline tickets directly with EgyptAir on their website. Ticket #1 was purchased November 5, 2021 for a roundtrip flight between *****/Luxor/*****. Per the tariff the fare was refundable in the event of cancellation. The 2nd ticket was purchased on October 14, 2021 for a *****/JFK flight. This flight was a Flex fare that allowed cancellation with a penalty. Two weeks prior to travel I had to cancel my flights due to a medical issue with my back. Per the EgyptAir website I requested a refund on their website for both tickets on January 25, 2022. A reminder was sent to them on March 17, ************************** refund. I am the Global Travel Director of a Fortune 50 company and I have never in all my years had a carrier be so unresponsive. Incredibly frustrating.Customer response
04/07/2022
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
03/30/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
We purchased a ticket from Washington to ***** on September 29th, 2021 for a travel date of October 26th, 2021. WE had to cancel due to a death in the family. We emailed them and got confirmation for the cancelation on October 25th. They claim they will refund in 30 days and then they said 45 days due to Covid. Here we are 6 months later, and no resolution. We emailed 10 times and made so many calls, were put on hold for 3 hours no answer, of course, they simply don't care. What a terrible way of conducting business. EGYPTAIR, REFUND THE MONEY NOW.Ticket# *************Business response
03/30/2022
Dear Sir,
Good afternoon.
Your ticket was refunded on 21 December 2021 to VI **** *****
Please check with your bank.
Thank you.
************************, CTC
*****************************************************
Customer response
04/05/2022
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
03/07/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On Nov 18, 2021, I received an email from EgyptAir stating that the online refund request I submitted (pursuant to conditions of the ticket I boguht) was being processed; the email included my confirmation number as well as my ticket number. I called to follow up once in December and they said it should still be being processed. I followed up via e-mail once in January, twice in February, and once in March, and did not receive a single response. The confirmation number for the booking is ******* and the ticket number is *************. The total ticket cost was $1014.15. The ticket I bought was for a flight leaving December 21, 2021, and it allowed for a refund before 24 hours of departure with a fee of about $150-200 I believe. Their website says that refund requests will take up to "21 working days" to be processed; we are coming up on almost 4 months now and I have not received a refund or any communication from EgyptAir. Given the time that has now elapsed, and the unresponsiveness, I would like them to waive the fee in this case and provide a full refund for my flight ticket.Thank you.Customer response
04/18/2022
Better Business Bureau:
At this time, I have not been contacted by Egyptair regarding complaint ID ********.
Sincerely,
*********** ********Initial Complaint
02/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought a round trip ticket through ******* to go to ***** from *** which was $929.52 & separated in two charges on my card; EgyptAir from *** to ***** $499.50 & my returning flight for $370.50 plus an extra $56 for insurance issued through TravelGuard. The flight got cancelled the day before departure due to the pandemic shut down & we rescheduled for March 2021. When March of 2021 came around the cruise was shut down still due to ********* contracted Covid 2 days before my flight was departing. I called ******* & told them the ********* was told I would get a credit. I got my credit for the flight returning but never for the flight departing JFK. Ive called for months with no luck getting through to EgyptAir according to *******. By the time I started receiving answers I was told my voucher, my ********************** was expired. I was never sent an email about my ticket being expired & the countless times I called I was never told anything about an expiration date. I was told I was considered a no show for the flight, which is ridiculous given the fact that my destination plans were cancelled due to Covid & even if I wanted to just go to Egypt just to sit there, I had Covid I wouldnt have been able to go regardless. I have every piece of paperwork, from statements, to emails, to doctors records to notes jotted in a notebook. Now my cruise is in a month exactly & asking for flight information I dont even have. At this point if I dont receive a refund or a ticket voucher from Egypt air, not only will I lose my money for the flight but also for the cruise. Thats over $1600 & thats unacceptable. EgyptAir seems to have a record of trying to keep peoples money, 90 years in the industry & not one ounce of respect or care for your customers. Ill never be buying a ticket with them or through ******* again.Business response
02/23/2022
Dear Madam,
Good morning.
Please supply your ticket numbers beginning with *** followed by 10 digits to
investigate the matter.
Thank you.
Customer response
04/20/2022
Better Business Bureau:
At this time, I have not been contacted by Egyptair regarding complaint ID ********. As you can see I bought a brand new ticket for my trip this year & the last messages I have received is only in regards to that. They have no resolved anything with my original issue & I will never take them again!
Sincerely,
******* ****Initial Complaint
02/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
on February 2nd I boarded a flight from ***** to *** and may luggage was lost by Egypt air. Till date I have not heard anything about that luggage and Egypt air does not answer their calls. I have some seriously valuable things in that bag that is worth over *****. Please can someone ask Egypt air to do something about this.I have called every single day and still noting. They do not care for their customers. Please I need that bag because things that belong to my family members are in it *** well.Initial Complaint
02/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I booked a flight for a family emergency on Thursday 2/10/2022. I flew into ******* from ******* on 2/13/22 and from there, there were many delays. I was accommodated from a reservation I made through ********* from ******** ******** and given a ******* flight to make my Egypt Air flight, but that flight delayed as well, and I had an hour connect time as opposed to 3. I arrived to terminal 4 right before 6. I was told I could not proceed and Egypt Air employees dismissed me, and it looked like they were packing up, they answered the white lady that came though, and told me there was nothing they can do for me. I was there crying hysterically because of my family emergency. I talked to JFK employee and brought a her over to talk to the Egypt Air employees, and the Egypt air employees told both of us at 6:35pm that the flight left already theres nothing I can do, referring to its 6:30 departure time. They said to call *********, but I had already talked to ********* multiple times that day, and in *******, and all last night, and ********* told me 6 times now that they cannot do anything and its up to Egypt air, they said its in their policy. I found out that the Egypt Air flight actually left at 7:53pm, not 6:30, an employee who boards wheelchair passengers on the planes stated they didnt even start boarding until 6:30, and I went online myself to confirm where I saw the 7:53 departure time. So not only did the flight not leave when they say it did, they could have accommodated me. I am stranded in *** and I need Egypt air to give a voucher, release the funds to *********, or transfer me to another airline to go to *******.Business response
02/14/2022
EGYPTAIR responded to the passenger as follows by email on 14 February 2022.
Dear Madam,
Good morning.
Please supply your ticket number beginning with 077 followed by 10 digits
to have someone assist you.
All passengers are required to check in 3 hours prior to departure,
when you arrived at 6:35PM, the agent should have advised you that
the flight was closed.
It makes no difference as to when the flight left the gate,as there could have been
a mechanical problem, or another issue, the Captain may have noticed and wanted corrected.
The flight must close within an hour of departure to send the flight manifest
to ***** and Washington. This is why you could not make that flight.
Thank you.Subsequently, the passenger contacted EGYPTAIR at 1:00pm today, 14 February stating that the agent was looking for a code to process the refund.
The passenger was on the phone with myself and the agent, and I advised the agent again, that we do NOT give waive waiver codes for passengers who are late for checkin.
She must secure the refund via the agency processing set up for all agents here in *******.
Thank you.
Customer response
02/15/2022
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:[I did not arrive at 6:35, I arrived at 5:55. The plane had not boarded until 6:30, and left at 7:53. Given my circumstances, delays and emergency, I should have been permitted entry. They also did not allow me on the next day flight and I had to go to another airline. Rudest people on the planet.]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
********** ********
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
115 total complaints in the last 3 years.
28 complaints closed in the last 12 months.