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:04/10/2023

  Type:Product 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.

  We had a flight out of *** to ***** on January 24 at which time my husband ***** had his ****** at the gate to be gate checked. The attendant at the gate was insistent that he not gate check it and was not allowed to walk to the plane with it. They took it and baggage checked it to *****. It never arrived in *****. We filled a claim on arrival in ***** and have since sent several emails and attempted to call with no response. This is a $1359 ****** and we would like it replaced. Then on a flight from ***** to ******** a piece of our luggage was damaged. They used the telescopic handle to lift the bag and busted the handle on a $90 piece of luggage. Again a claim was filled prior to leaving the airport and again once we returned home to have no response. One email on one of the claims is "Thank you for your email, kindly be informed that your claim is settled with insurance company under reference ********* and compensation is sent to our financial office in ******* (Copied). Who will contact you soon to arrange delivery of your compensation, thank you for your patience during this process.?" This was received on March 13 and still no response. Nothing on the ****** and nothing on the luggage. I send an email nearly weekly and nothing and tried to call Egyptair at ************ and they get a recording. The claim number on the ****** is ***** and the luggage number is ***** *****. Thank you for your assistance.

  Customer Answer

  Date: 05/05/2023

  At this time, I have been contacted directly by Egyptair regarding complaint ID ********, however my complaint has NOT been resolved because:  They have contacted me via email on May 1 requesting the same information that has been provided to them on the luggage and May 2 on the ******.  I have resent all the requested information and wait for a response regarding the damaged luggage and the lost ******.  As for the fact that they refused to gate check the ****** at *********** has been addressed by anyone from Egyptair.  We continue to wait.   

  [Your Answer Here]

   

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:03/28/2023

  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.

  I am writing about my refund for our return tickets ( **************) on February 17 . i received a total of $ ******** as refund for three business class tickets that cost me $10,975.29 . i find the refund is very low. Egyptair cancelled the flight not me. i contacted the clerk at Egyptair office at the airport and they didnot offer any re routing to my flight, refused to book on another airline . No one at airport office discussed the refund with me and i got kicked out the office . i end up buy new tickets from another company . i spend 12 hours at the airport and they didnot offer any service or any support . today , i took a day off from work and i went to Egyptair office in *** and they couldnot help . *************** I will purse my refund and i will do whatever it will take . We are not satisfied with their service . we need full refund for the trip from ***** to ** $10,975.29 . Egyptair office at airport did not have money , office in ** do not have money also !!!! . Poor service . We regret that we used Egyptair business class .

  Customer Answer

  Date: 04/23/2023

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

• Initial Complaint

  Date:03/06/2023

  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.

  I have booked two confirmed tickets on ********** on Egypt Air on Oct 10, 2022. Orbitz itinerary attached. The charge was by Egypt Air. The ticket no. ************* and ************* for myself and my wife for the trip ******* on 02/10/2023 LXR-CAI on 02/14/2023 and CAI-*** on 02/19/2023. After booking the tickets I went to Egypt Air site and booked our seat. The itinerary said all the flights were confirmed. Egypt Air itinerary attached. We flew from *** to LXR and LXR to CAI with no problem. On 02/17/2023 I got the text message from Egypt Air to check into our flight. I went to their site and try to check in but our tickets were showing that that there were standby and I cannot check in. On evening 17th I called US office of Egypt Air and was told that I have to pay extra $2,500.96 for both of us to make sure we would fly on 19th back to ***. I paid as I had no other option. Egypt Air explanation was that I supposedly did not pay full listed price and that why my ticket changed to stand by. I check with Orbitz and was told as well that my ticket stated all the flights were confirmed and nowhere there was on the itinerary that it was a standby ticket on the leg back. Egypt Air itinerary also said all flight were confirmed when I was selecting seat. As such I consider that they did not deliver the service they sold me and made me pay additional $1,250.98 per ticket. I am trying to get my $2500.98 back as EgyptAir did not deliver on the service they sold me.

  Customer Answer

  Date: 04/01/2023

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

• Initial Complaint

  Date:03/03/2023

  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.

  i purchase a ticket to ***** and ***** directly wiht the airline, i pay $100 dollars extra for the upgraded seats, a friend of mine is also going and purchase seats to seat together another $100.00 i went online to modify seats and had to pay another $100 dollars, yesterdayi got a notification that our flights were changed and also my purchase seats were removed and we were separated, i been trying to call the company for the 3rd time i spend 2 hrs the first time and today another 2 hrs, i need to get this corrected or refund my moneys i spend an additional 300 dollars on fees, and also the airline changed my way back flight to a day earlier so i have the hotel paid for an extra day, and now im leaving earlier, i need to get this corrected or refund me accordingly.

• Initial Complaint

  Date:02/28/2023

  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.

  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

  Date:02/14/2023

  Type:Product 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 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

  Date: 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 Answer

  Date: 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

  Date:02/01/2023

  Type:Delivery 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 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 you

  Customer Answer

  Date: 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

  Date:12/23/2022

  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 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

  Date: 12/23/2022

  Dear Sir,

   

  Please supply all ticket numbers beginning with *** *ollowed by 10 digits to investigate the matter.

   

  Thank you....

  Customer Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:11/30/2022

  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.

  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 baggage

  Business Response

  Date: 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 Answer

  Date: 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

  Date:11/28/2022

  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.

  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 Answer

  Date: 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,
  
  *******************