ComplaintsforEgyptair

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  More info

  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

  More info

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

• Initial Complaint

  01/31/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On November 20, I purchased a one-way ticket from ******* to ***** through ***** on EgyptAir. I paid $337 for this flight, however, my flight plans changed and I requested a refund on December 8. Per EgyptAir's refund policy that Electronic Tickets purchased online through **************** and cancelled prior to the 24 hours in advance of departure are refundable, I believe I am entitled to a full refund minus a "refund fee" referenced in their refund policy. It has been over the 21 days that EgyptAir states on their Refunds page it will take to issue the refund, and my email to *************************************** has gone unanswered (and no refund to my credit card has been issued). At this point, it's unclear if EgyptAir is working to refund me. Your assistance is greatly appreciated. The previous confirmation number for my flight was ****** and my ticket number was *************.

  Customer response

  03/13/2022

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

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - Tuesday Nov. 11, 2022 - I booked a roundtrip with Egyptair for $1558.27. During my return back they lost my luggage. At the airport there was no agent to support me as I reported my missing luggage. ********* Airlines supported me as I filed a digital claim. I tried following up with multiple phone numbers that were contact numbers for EgyptAir. No agent was accessible on 5 of their numbers. My request is that I am refunded for my ticket because of the many belongings that have been misplaced in addition to the bad service.

  Business response

  02/04/2022

  Dear Madam.

   

  The baggage service department states that the bag was delivered and accordingly, the file was closed.

  Please see the comments and report outlined below.

  
  according to information on report luggage was delivered to our valued customer on ******* and report was closed.
  *** *** ************                                      *****                                               **** ** *** *** **********  ****************           * ** ******* * ***** * **** **** *************         * ********* ******* ******* ****** ******** * ******** * ****** ****************************                  * ** *****************                                 * **** ******                                          * **** *****                                           * ** **** ******* *****                                * ** *********                                        
  
  Thanks for your cooperation
  
  Baggage Service Team
  EGYPTAIR AIRLINES Co.
  ******** **** **** ***** ********* ********** ************ ****** ************************************ **** ****************
  

  If you did not receive your bag, please contact

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

  or ************.

  Thank you.

  
  

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had the following trip booked:1) *** to CAI ***** on Dec 2nd (4 passengers)2) CAI to *** Lufthansa flight (1 person on Dec 5th)3) *** to CAI Lufthansa flight (1 person on Dec 17th)4) CAI to *** ***** on Jan 2nd (4 passengers)On Nov 30th, Canada added a new testing requirement on all flights from Egypt to Canada.On Dec 1st, EgyptAir cancelled our ***** flight. This is one day before our departure date, with no explanations, no alternatives and no answer to any calls.This cancellation from EgyptAir is purely for commercial reasons because flights from Canada to Egypt are still operational, have no new restrictions and/or new COVID testing requirements.Because of this cancellation:1) My other Lufthansa trips have been missed.2) I have missed critical meetings at Egypt on Dec 4th 3) I will miss other critical meeting between Dec 17th and Dec 31st So, I would like to formally request:1) Full refund for *****/***** cancelled trips.2) Compensation, as per section 17 of the **** regulations, from EgyptAit for the missed Lufthansa trips (which are still operational)3) If possible, compensation for the missed critical meetings

  Business response

  12/21/2021

  
  Dear ****
  
  Good day
  
  Kindly note passenger came to our office and met our General Manager *************************, and they agreed for full refund after withdrawal of his complaint. Refund will be reflected in his account within one week upon withdrawal of the complaint
  
  Kindly acknowledge that case is closed.
  
  Thanks, best regards
  
  *********************************
  Sales Manager EGYPTAIR *******

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Flight Date: 08/25/2021 Flight Itinerary: *** to ***** Egypt Description of Problem/Inquiry/Comment: I've made several attempts via phone and email to contact EgyptAir in regards to a partial refund that is due in the amount of $481.00. A round trip airline ticket was purchased for my son, ************************* on EgyptAir on August 16th 2021 in the amount of $962.00, unfortunately my son (an American citizen) passed away during this trip in Egypt on September 2nd 2021. EgyptAir needs to issue the partial refund of $481.00 onto the credit card used since my son did not take the return flight back to the states (he was buried in Egypt). EgyptAir continuously gives me the run around and has yet to process the refund even though they were notified at the time of death of my son's passing.

  Business response

  12/07/2021

  Good Afternoon.

   

  We have received your complaint.

  Please forward a copy of the death certificate for your son, to:

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

   

  The EGYPTAIR Family offers you our deepest condolences and sympathies

  on the passing of your son.

   

  Sincerely,

  Customer response

  12/15/2021

  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:

  Still awaiting full refund to original form of payment. Will close out case when this has been done.

   

   

   

   

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

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

  Customer response

  02/02/2022

  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

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked flights from *****, ******* to *****, ******, on Egypt air for nine different passengers attending my daughter's wedding in *****. The bookings were made between November 8th, 2021 and November 17th, 2021. The flights were booked, as advertised on Egyptair, for November 18th, 2021, to depart ***** to *****, en-route Cairo. However, on November 17th, 2021, we were told that Egypt air was not flying passengers to *****. On November 18th, 2021, we were told there was no flight to ***** on Egyptair, which affected the ability of my guests to be at the wedding event in *****. When my agent contacted them to cancel and refund my money, they agreed to pay only a part of the money and not everything. However, I want full refund of my money because they lied about their flights and did not deliver on their promise. They should stop collecting passengers' monies for flights they know they will not do.1) Reservation name: ******* EGYPTAIR reservation number: ****** 2) Reservation name: ********** EGYPTAIR reservation number: ****** 3) Reservation name: ******* EGYPTAIR reservation number: ****** 4) Reservation name: ****** EGYPTAIR reservation number: ****** 5) Reservation name: ***** EGYPTAIR reservation number: ****** 6) Reservation name: ****** EGYPTAIR reservation number: ****** 7) Reservation name: ****** EGYPTAIR reservation number: ****** 8) Reservation name: ******** EGYPTAIR reservation number: ****** 9) Reservation name: **** EGYPTAIR reservation number: ******

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I traveled on flight MS985 from ***** to *** on Wednesday, November 24, 2021. Airline: Egypt Air Confirmation: ****** Travel date: 11/24/2021 Flight number: MS 985 Bag tag: ** ****** and ** ******. Upon arrival to **, I realized that my luggage was opened and the following items were stolen: YSL purse (value $1500) Prada purse (value $1000) ***** sunglasses (value $450) Prada sunglasses (value $500) 2 boxes that contain silver jewelry (value $500). I am incredibly beyond heartbroken and frustrated at the lack of proper security and respect for travelers safety and service provided. This is a breach of integrity of trust that we provide in the airline to maintain our items. Truly indicates a lack discipline and the upmost disrespect and unfairness. These are personal items that have been purchased by myself and hold sentimental value beyond the monetary value. I've reached out to both the airline and TSA to file complaints and neither were able to help or responded to my inquiry and complaint. Although the airline states on their website that they are liable for stolen items from luggage, they replied to me saying "Unfortunately we are not able to handle your claim to be compensated, but we will transfer your complaint to the security department for further investigation." They haven't given me any updates and are not responsive at all on the progress they've made with my claim. Same with TSA....no updates or even confirmation email that they received my complain.

  Business response

  12/21/2021

  Dear Sir,

   

  As outlined in the terms and conditions of carriage shown on the website there is a section for baggage which states:

  8.3.5 You must not include in Checked Baggage money, jewellery, precious metals, fragiles, computers, personal electronic devices, negotiable papers, securities or other valuables, business documents, passports and other identification documents or samples. 
  
  
  8.3.6 If, despite being prohibited, any items referred to in 8.3.1, 8.3.2, 8.3.3 and 8.3.5 are included in your Baggage, and the carriage is not subject to the liability rules of the Convention, we shall not be responsible for any loss or damage to such items. 

  The jewelry will not be compensated for by the insurance company. As for the sunglasses and other items, please advise if you made a complaint upon arrival and have a claim number.

  Please provide your claim number DPR 5 letters followed by 5 digits to:

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

  Thank you.

   

  Customer response

  12/21/2021

  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 was requested to provide my claim number DPR 5 letters followed by 5 digits to an email provided; when I emailed Egypt Air to report a claim after my arrival, they did not provide me with a claim number. Attached is the email they have sent me back and I have not heard back from them. So I'm not sure what to provide them. 

   

   

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

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

  Business response

  01/10/2022

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

  Please check the terms and conditions for contract of Carriage shown on our website.

  As No claim was filed, it is presemptive evidence that your baggage was received in good standing.

   

  Our baggage service department responded to your previous email on 26 November 2021 as shown below.

  ***** ******* ******** ************************************** *** ************************* ************************ *** ******* ******** ************************************** ***** ******* ******** *** ***** ******** ** *** ******** *** ****** ***** **** *******
  Dear Customer,
  Thanks for your E-mail; we understand how disappointing it can be when your expectations are not met.
  According to Egypt Air conditions of carriage:
  
  You may not carry Items which are reasonably considered by us to be unsuitable for carriage because they are dangerous, unsafe or by reason of their weight,size, shape or character, or which are fragile or perishable having regarded to among their things the type of aircraft being used.
  
  You must not include in Checked ******* money, jewelry, precious metals,computers, mobile phones, personal electronic devices, negotiable papers,securities or other valuables include paintings, antiques, artifacts,irreplaceable book publications, business documents, passports and other identification documents or samples. We shall not be responsible for any loss or damage and there are no any compensation Payments for such items.
  
  Unfortunately we are not able to handle your claim to be compensated, but we will transfer your complaint to the security department for further investigation. 
  
  
  Thanks for your cooperation
  
  ******* Service Team
  ******** ******** *** ******** **** **** ***** ********* ********** ************ ****** ************************************ **** ****************
  
  Tell us why here...

  Customer response

  01/25/2022

  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:

  The items that were stolen from my checked luggage were NOT part of the "valuable" items on your list. 
  I had two purses and two sunglasses stolen while traveling. 
  
  
  As outlined in the terms and conditions of carriage shown on your website there is a section for baggage which states:
  8.3.5 You must not include in Checked Baggage money, jewellery, precious metals, fragiles, computers, personal electronic devices, negotiable papers, securities or other valuables, business documents, passports and other identification documents or samples. 
  
  
  8.3.6 If, despite being prohibited, any items referred to in 8.3.1, 8.3.2, 8.3.3 and 8.3.5 are included in your Baggage, and the carriage is not subject to the liability rules of the Convention, we shall not be responsible for any loss or damage to such items. 
  My items were not dangerous, unsafe or by reason of their weight, size, shape or character, or which are fragile or perishable.
  The sunglasses and other purses are under your liability as nothing in your terms and conditions states that personal purses and sunglasses are items that should not be kept in checked in luggage. 

   

   

   

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

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

• Initial Complaint

  11/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/11/21 EgyptAir charged my debit card for 4 extra checked bags, at the time I informed the clerk at the check in desk that 2 of the bags did not belong to me. Upon being directed to the payment counter I again tried explaining to another clerk what the issue was in an attempt to get it resolved on-site, there was a clear language barrier with the initial clerk and the second clerk told me in her exact words "I don't have time for this nonsense" this approach was extremely unprofessional and dismissive. Due to time sensitivity I couldn't continue on with the conversation l, upon arrival to my destination I promptly emailed the airline in hopes of a resolution with no response 5 days later, I've called the office line and reservation line multiple times with no answer after sitting on the phone for well over 20 minutes the line would either ring endlessly or stop tripling and eventually hanging up on its own as for the reservation line it plays the same automated message over and over.

  Business response

  11/22/2021

  Dear Madam:

   

  Good morning.

   

  Please provide your ticket number beginning with *** followed by 10 digits

  then provide the *** number for the 4 pieces of luggage for which you were charged

  that will begin with *** followed by 10 digits starting with ****

  Please forward to *******************************

  When we receive this information, we shall investigate your claim.

  Thanks and best regards

   

   

   

*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. ↩