Egypt Airlines / EgyptAir
Reviews and Complaints

On 12th sept we were flying back from sharm el sheikh to london heathrow when the cabin had at least 6-7 cigarettes during the flight. A number of people complained and the air hostess advise that the pilot is allowed to smoke no one else is allowed and then walked off. We were not only gobsmacked that they were smoking on the plane but to top it off she walked away from us and didn't seem concerned by it. A number of other passengers started complaining so they sprayed the cabin with aerosol's and perfume to try and disguise the smell which did not work. Some passengers were upset with them as they had asthma. I think this is unbelievable and surely this should be illegal to smoke in a confined space?

Egyptair overbooked flight and terrible irresponsible staff

CAI>JNB, July 2012

Egyptair might seem just like any other airline at first encounter, but once there is a problem, that's how you know their staff has absolutely no concept of customer service.

I arrived at Cairo airport 2+ hours before my flight to JNB and by the time I was at the counter, was informed that the flight was overbooked and I must wait for further instructions. The representative, which I unfortunately failed to copy his name down, told me to sit next to the check-in counters and there I waited for 2 hours with 4 other passengers who were also facing the same predicament. At 10:45pm, 15 min before our flight was to depart we were quite sure we would not be able to get on the scheduled outbound flight. No one even came to us to update us with any information. Finally, by 11pm, one representative approached and tried to find us other routes to get to Johannesburg. The first problem with this, why did the representatives wait until the flight departed before they began to search for a suitable solution? This was a complete waste of 2 hours in which we just sat there without any guidance.

After many unsuitable suggestions that required a ridiculous connection time, the representatives finally suggested us to connect in Dar Es Salaam and then catch a 3rd party non-Star Alliance flight to Johannesburg. When we arrived at Dar, I was lucky enough to have my yellow fever vaccination with me. Another man who was a permanent resident of South Africa did not have a yellow fever card and was forced to pay $50USD to get a last minute one because the airport officials refused to let him board the plane without it. We had not planned on flying through Dar and neither did the reps in Cairo inform us that we would face this problem because of this connection flight.

We flew MS 841 and then PrecisionAir PW0700 which would get us to JNB by 12:30pm, 5.5 hours later than our original arrival time which was supposed to be 7:05am. Before we left Cairo, we were hastily given a piece of paper entitling us to $75 USD which all of us felt was not a sufficient compensation for our troubles but were told we had no choice. Either we accept it or we get nothing. The representatives told us to show this piece of paper to the representatives at JNB and they would issue us the reimbursement.

To add to the problem, I had booked a Kulula connecting flight departing JNB to Capetown and also had hotels booked in Cape Town for the same day. I repeated this information several times to more than one Cairo representative and they all reassured me that they would notify the Egyptair office in JNB and a rep would be there to receive me once I arrived to catch the earliest available connecting flight to CPT. But after arriving at JNB, not only was there no rep to receive me, there was not a single rep within the entire airport. All 5 of us waited at the Egyptair office for a long time and were finally told by other workers in the airport that because it was a Saturday and the airline didn't have a flight until later that evening, no one would be working until the evening around 6pm. I was basically left stranded at the airport without any help at all.

I bounced from counter to counter trying to get someone to help me and finally found a helpful rep from Mauritius Airline who happened to have the mobile numbers of the Egyptair reps. He called one of the Egyptair supervisors at JNB, and he said that no one in Cairo had informed him of any passengers who needed connecting flights. He knew of the overbooked flight but was told everyone's final destination was JNB. I was livid when I heard this information. The reps in Cairo simply made me empty promises that my Cape Town connection would be sorted out just to make me get out of their faces. After many phone calls, I was finally placed on a flight departing JNB at 5pm, arriving Cape Town at 7:10pm. This was all possible because I was lucky enough to find the Mauritius Airline rep. If I had not found him, I would have had to wait until 6pm for an Egyptair rep to even be in the building, which would mean I would arrive in Cape Town even later. I waited in the airport from 12:30pm till 5pm for my departing CPT flight, 4.5 hours of waiting. I arrived at my final destination 8 hours after my original arrival time.

This was absolutely the WORST airline experience I've ever encountered in my entire history of flying. $75USD is an insult to the stress, frustration and trouble I endured. It is by no means an adequate reimbursement.

When I called the New York office to complain, they simply said they don't have a complaints department and asked me to send my complaint to [protected]@egyptair.com. Well, I've been trying to send this email to them for the last few days and I keep getting a failure to deliver notice from their postmaster. What a surprise that even their designated email for complaints fails to work!

I have used Egypt air to fly from Larnaca in Cyprus via Cairo to Bangkok in Thailand. They are a member of star alliance. and when I booked my Business class ticket I presented my Thai air ticket membership card and asked that the miles to be credited to my Thai Air account.
Nothing has happened. Many emails to head office, a visit to Bangkok office, still not even a reply.
This is no way to do business and it is very rude.

Last month I flew to Cairo via Ethiopia. Connecting flight on Egypt Air.

The plane did not show up. It took many hours before someone from Ethiopia to inform us that the plane wouldn't be arriving, due to "technical difficulties." We were told a replacement was going to be sent. To date this mysterious aircraft is yet to arrive. Despite being promised the delay would be a matter of hours, 24 hours later we were told that without question, we would be getting the next flight. Yet again we were abandoned for hours before we managed to fight to get an answer out of an Ethiopian official. They expressed great frustration with Egypt Air and told us that they were simply passing along the message: the flight was now delayed because of a strike in Cairo. Confirmed by friends in Cairo to be false (the strike not creating an issue). We were told that we would not have to wait yet another 24 hours as a replacement plane was being sent. MORE THAN 24 HOURS AFTER THAT, we finally get on to a plane.

After all this, we did not get expected to be treated so harshly by the stewardesses. Who lost their tempers and treated us like trash. One lady shouting on top of her lungs for a Rwandan (who was stuck with me since day 1) to shut up and wait his turn. He was being very polite and not demanding at all.

Never again will I go near this airline. And I have to fly there again in a few months, so Egypt Air is loosing money because of this.

Best advise I could give anyone planning on travel: avoid Egypt Air like the plague. It is not worth the risk and the cost involved in an airticket does not justify their negligence, total lack of service and inadequacy.

On 23 November 2011, I was in the aircraft Boeing 777, coming from Cairo to Heathrow, to arrive by 12.35 PM. I was sitting at the rear, 15 minutes to the flight landing, for the first time I left my seat to the toilet, came out after 4 minutes, my mobile phone went missing, I was shocked, as i left it on my seat, I was the only person sitting as it was two seater and the flight was not full, behind me was the cabin crew sitting, I searched everywhere and to no avail, I immediately reported it to the cabin crews before landing, I was told that the security will announce and they will call the police immediately, '' but none was done '' and also it was deliberately taken away from my seat, plugged out of my head phone as I was listening to music prior to my visit to toilet, I was in tears, devastated and stressed, as this phone had all my personal and work information. I suspected the cabin crew sitting behind me and requested for security search, All the cabin crew and security did nothing and they all left with one of them having my phone. I have never experienced such theft in the plane in my entire life of travelling. When I got out of the aircraft, i informed the British security staff, who called the police and they went back to the plane to search for me, but it was too late as everyone had left, I am angry and upset as I trust in your services but all your staff failed me. there is dishonesty among your staff and no safety, I will not rest on this matter and will take it to the maximum length even if it means alerting the rest of the world who travelled on Egypt air. I strongly demand for explanation why they were reluctant to assist me in this matter.

I was unlucky enough to get a Heathrow bound flight from Luxor M761 B737-800 on Monday 5th of september.
Not only was the pilot making unescessary course changes and raising and lowering landing gear whilst at least 4000ft above London but the cabin crew were smoking on two occassions coming back and 1 going.

I would advise against travelling with this firm despite the new fleet as the service is simply not worth the money.

Egyptair flight from Cairo to Berlin... flying business class... six people in business class area able to hold 50... one toilet.

The light in the toilet did not work - that's bad! I politely informed the steward and she said 'we know' and shrugged her shoulders.

During this four hour flight all passengers and staff used this toilet. Other passengers included a large disabled man who was escorted by his son and clearly had some form of dementia and elderly Egyptian woman in a full length abaya. I am 6'5" and weigh 255 lbs - so not all well-suited in the lavatory for any of us!

Additionally, the 'toilet in use' sign jammed 'on' and I spent 42 minutes getting angry, waiting for the toilet to become available when it was free all along.

I complained to the purser and he said 'we know'... I pointed out that a mere 'sorry' would have been more appropriate and he insisted that both he and his steward had apologised already - that's called being defensive and is actually lying! I sarcastically said 'I'm listening' and he got the point and said 'sorry'.

Twenty minutes alter he came to my seat and retorted that the broken lights are not his fault - I had to stop him and remind him that it was the absence of any kind of apology that I had actually complained about.

He said, 'nobody in my whole country would say this' - meaning saying 'sorry' when asked. I told him that he represents Egyptair, not the Egyptian people and that words like 'sorry' and 'entschuldigung' go a along way in any culture! I added that he did not deserve his four stripes and asked him to leave me alone.

Additionally, the vegetarian meals were fine out of Berlin and Bangkok, but both legs of our journey out of Cairo, the meals were shocking! My impression is that the food was actually okay - it was the over heating that destroyed them!

After all, aren't all of my complaints down to inadequate training!

Egypt Air cancelled its flight at the last moment due to low bookings and left us at the airport without food, refreshemnet anf accomodation. They have refused to advise or confirm when or if they will honor the return flight tickets.
They just told us to get lost!
They are IATA registered and a member of 5 Star Alliance but know will assist!

my flight was with egypt air from dubai to abuja/nigeria with transit in cairo. It is my the worst trip. my flight from dubai to cairo is delayed so i didn't catch my second flight which was from cairo to abuja. so they said me to wait next flight which is 2 days later. they didn't take me to a hotel. they said me to wait in airport which has no hotel even a comfortable seat.
And i don't want to talk about bad behaviors of staff. they were sending me to solve problem to another staff he was sending mo to another and another and another ...

and they are saying we are member of star allience. right now i think that star allience is nothing. this is not something which is special. when i saw service of turkish airlines and asiana airlines (they are star allience members) i thought that services of all the members of star allience are very good. but right now that idea completely destructed.

[protected]@gmail.com

I booked a ticket on egypt air online for my father to fly from jhb to paris. I received a flight confirmation from egypt air jhb office stating that the reservation is confirmed. My father drove for 5 hours from durban to jhb airport just to find out the flight is overbooked and he must come back the next day to get a flight to paris! When he phoned egypt air jhb the next morning he was told to buy a new ticket (double the price), because the money for the 1st reservation is lying in egypt air cairo's bank account and not egypt air south africa! This is outrageous! I then phoned egypt air jhb myself and the lady who helped me was very very rude! My family will never ever ever use egypt airlines again!

my trip with EgyptAir from spain to cairo and after cairo jordan.
in date 1982010 the time ramadan.
am sorry to talk that the staff that work in the plane do not know how muslim christian, i am fasting i need 1 hour to have my meal and when i ask the host he say i don't no is you muslim o christian.
after we finished my food i need to clean my teeth i ask her if she can help me and give me brush teeth she say no in a way very bad...
when we come bake to joradn in the way the staff give use meal the host give me my meal when i talk to her if she can give me some drink she say we don't have time and we need to make landing...
i don't no if this way guesthouse

thanks so much for Egypt Air

My boyfriend and I were traveling in Egypt and purchased 2 tickets on April 1, 2010 for one way tickets from Aswan to Cairo in Aswan. Once we arrived at the airport in Aswan on April 2nd we asked about being put on an earlier flight since we were dropped off at the airport earlier in the day (7:30am), flight was not until 12:00 am April 3rd. They told us to check back in a little while to see if any flights had open seats. After a few hours and several trips to the counter to check the status of open seats, we were told by an Egypt Air employee that we needed to have a different class in order to change our flight and that we could pay the difference in cash to change our class so that we could exchange. We asked about paying with a credit card but they told us they did not accept credit cards. We were very confused why Egypt Air, an international company, did not accept credit cards, since we had purchased 2 tickets from USA to Egypt through Egypt Air for over $1700 and 2 tickets from Cairo to Luxor all on a credit card. After speaking with the manager of the airport for several minutes and being taken into the back offices where they told us it was a certain price to change the tickets and then a few minutes later they raised the price to a different amount, the manager of the airport took us to the ATM (cash machine) to show us where we could get money but unfortunately our check card which had our money on it was compromised in Kom Ombo and we explained to him that we could not get any money, we could only use our credit card. They told us we would have to go back into town (Aswan) to the Egypt Air store and change our ticket. My boyfriend paid for a cab and went back into town to change the class on our tickets. Once he returned back we checked with the Egypt Air employee and he said that they would contact us when there was a seat open. Around 2:30 pm, after waiting and checking for several hours we were then informed that they had actually canceled our original tickets and told us that we should request a refund from Egypt Air. Around 3pm, which seemed to be when the shift change for employees took place, we went back to the counter and a very nice gentleman, Ayman Asran, apologized for the inconveniences and told us that they were able to put us on another flight and that we would leave around 9pm. He told us to contact someone from Egypt Air to get our refund from the first ticket purchase since we had purchased 2 other tickets to be able to change flights.

We tried to speak with someone in Cairo and then in New York but each time we were not successful due to time or them telling us to call Egypt Air. The Egypt Air employee gave us the customer service number in New York to contact to resolve our issue. After arriving back in Philadelphia I called the number and left several messages for the refund department. After finally trying someone in another department they were able to personally put me in touch with Wehia who was very kind and assisted me with my questions but he explained that we had actually upgraded our flight, which was not our intention. After gathering the flight receipts I left three messages and made several calls to try and reach Wehia to discuss further but I was unable to reach him and he did not return my calls. I finally tried another department and was able to speak to Cathy who tried to reach Wehia but was unsuccessful as well. She gave me the number for Lynn Luehrs who kindly emailed me so that I could be put in touch with someone. I sent Lynn the details of our issue as well as the receipts. Lynn did not reply to my email nor did anyone from Egypt Air follow up. I have sent three additional emails and have tried alling but have gotten no response.

At no point, during the entire process, were we informed that we would have to purchase an upgraded ticket. We would have waited for our original flight if we knew that we had to pay such a large amount.

- journey date = the journey date was supposed to take off 14th of july but was postponed to 15th of july

- flight number = ms 800 (Paris cdg 1 to cairo)

- operating carrier = egyptair

Synopsis of concern=

I have booked dubai - cairo - paris - cairo - dubai

Flight 1:

The flight from dubai to cairo faced a one hour delay and because I was not allowed for all my luggage so I have to pick it up from cairo (However, there was a full cooperation from airport staff in order to be able to catch my paris flight (I was the last person to check in).

Flight 2:

The flight cairo to paris, it was a smooth flight.

Flight 3:

The terrible flight, as we waited for the flight more than a day (It took off the following day @ 20:30 paris timing).

Egypt air was a clear image of reckless attitude towards passengers as they were not aware that they left us with:
1. No luggage at all.
2. No allowance for phone call (i used my roaming mobile in order to investigate from relatives about the situation & to comfort my family).
3. The attitude problem of some of the staff.
4. Dealing with traveler as if it is their first time to travel or this is the normal trend (My husband is a frequent flyer as he is working in pharmaceutical field and he will make sure not to travel with any of star alliance group because of egypt air).

The carrier has a serious problem with dealing with crisis as there is no skills of crisis management.
1. No transperancy. Right from the beginning there was no accurate information regarding the problem. We received the accurate information regarding the delay from relatives who has connection in egyptair office in cairo! The next day we received the accurate information from a french lady expressing the problem in english and french (Not one of the egypt air staff). They claimed in the beginning that there is no problem with the flight and it is only because of the weather in paris & it was clear that after 1 or 2 hours, the airport was operating normally.
2. No contingency planning. There was no plan announced what will happen or the details for the delay. The second day we were put under the fact that we have to wait for the flight.
3. Different priority for vips. Business class received closer hotel rooms (Pullman hotel close by the airport) as for economy class passengers were transferred to novotel cergy which is around 1 hour drive from the airport.

Another important issue is egypt air staff:
1. Ms. Paula (Vice head of egypt air operation in paris).
A. I have been a frequent traveler with emirates airlines ( & I am proud to be) and I dealt with different situation from staff (I have been living in dubai for 9 years) but I was never humiliated by one of the staff as I did with egypt air.
B. The designated lady when I told her I am only connecting for 2 weeks in cairo and I had hotel reservation and arranged car (Which was pre-booked) , she answered me that egypt air invited me on dinner last night. I am not waiting for egyptair lunch or entertaining.
C. She had a rude attitude and when I asked for priority to board on the plane that took off 15th of july (Ms 800) , she answered me recklessly that she will give us an answer after 1 hour. She totally disappeared from the scene and we never saw (I left my 2 daughter in cairo attached the ticket).
D. She had chosen to stay with business class to ensure the good service for vips (I was told by a traveler who had access to business lounge).
E. She was not able to absorb the anger of the passengers and even to apology for them, she answered in her quick presence that she was not able to sleep all night because of phone calls. I want to tell her that this is her duty. She did not think of the people who had no access to their luggage or their medecine all night and they were left in hotel with unanswered answers when will they travel.
F. We reached the hotel very late and it was the 14th of july and my friend who had a threatened (Ms. Eman khafagi) at the same flight missed her injection and medication (As according to new flight rules we are not allowed for liquids on the flight).
2. Other staff were trying to apologize, yet no action.

I would like kindly to bring to your attention few incidents that took place during my last experience travelling with Egyptair on the Jeddah – Cairo route in Business Class ( B737-500 ).

1. On arrival of flight 662 on 15JAN Cairo, we have arrived 15 minutes ahead of time and it took us 20 minutes from the aircraft parking stand ( Terminal 3 ) to the Terminal Building ( Terminal 1 ) sightseeing all the back area of the terminals and cargo village. Which was really a shameful ride.

2. The bags took almost 55 minutes to be delivered from time of arrival. Without any announcement from Egyptair staff who were not there upon arrival on the conveyer belt.

3. Business class bags were delivered after 80% of the Economy bags were gone through.

4. On departure of flight 671 on 22JAN Cairo, it took us almost the same time to reach the aircraft and of course the same airport tour from Terminal 1 to Terminal 3 which the aircraft was parked ( A321-200 ).

5. Boarded the aircraft and was surprised to find out that the business class seats are no more than economy class seats, blocking the middle seat in between. ( So this is not a business class product ).

6. The doors were closed and the aircraft pushed back while we are still standing in the aisles of the aircraft solving the seating problem and the hand luggage overhead placement, which other passengers were allowed more than one piece of hand luggage.

7. Which made me really laugh that the flight attendant began its in-flight service by passing the cold towel and passing the sweets to passengers in Business class. The male Supervisor was busy talking with other crew and did not give attention to what is going on, till a nice lady ( which was serving in Business class ) removed the newspapers from the over head bins to free space for my laptop carry on case bag.

On our 4 flights between Johannesburg & Heathrow we had the following problems:
One seat had a broken audio system so there was no way to watch the movie/listen to music.
There were numerous full sized Suitcases (similar to ours that weighed approx. 30kgs) in the overhead lockers that there was not space for a small shoulder bag and it had to be removed and placed on the other end of the lane by cabin crew member.
One seat had a broken foot rest which wouldn't go up - therefore hung out in the way of your feet and was highly uncomfortable
Pockets in front (that carry the inflihjt mag) had rubbish in them
Ashtrays on arm rests (which indicate the age of the plane) were full of rubbish (sweet papers and used chewing gum)
On the flight between London & Cairo there were no lights in the Cabin and no reading light either. The cabin crew served the dinner in the dark using torches. The pilot announced that this was due to an electrical short (is it legal to take off with an electrical short?)
On the flights (2 of them were 5hours 15 minutes and 2 of them were 8 hours) we were only offered beverages once during the duration of the flight. Surely with the altitude Cabin Staff should be keeping the passengers well hydrated? I, not surprisingly, became thirsty sometime during the flight and after pressing the Cabin Crew call button no one came and after walking to the canteen in the front and battling to get the Cabin Staff's attention as they were so involved in a private conversation I was SENT to the far rear of the plane for a glass. As the white plastic cups had run out I was given half a polystyrene cup (the bottle ran out!) of water. Even on a 2 hour flight between Cape Town and Durban on SAA you are re offered beverages.
The toilets were filthy, filthy filthy on all 4 flights. I have not even seen public toilets this bad (and I live in Africa). There was Urine on the floor, urine on the Carpet outside the door, toilet paper lying on the floor. Being an overnight flight and the cold in the UK I had taken my boots off and snuck to the toilet in the middle of the night in my socks. It was not very pleasant to have stepped in smelly urine and let it soak into my sock.

Flight number 670 ms, from jeddah, saudi arabia to cairo, egypt. Flight date and time: 15th sept. 2017 at 23:00 pm.
My complain details.
1 - on my seat I didn't find the board which I use it when I get my meal.
2 - the crew member ask me to put the food on my leg because there was no board
3 - I asked the crew member for a glass of water 3 times and finally I take this glass of water in the airport.
4 - the crew were very lazy and don't care about the passengers.
5 - my seat was broken and I felt by zero safty during my flight time.

Why?
Why organizations like star alliance and iata give this airline the accredation, or these organizations are a big lia. ?
Where is the safty measures ?
Where is the customer satisfaction programs?
Where is the standerdizations of the members that they are accredited by the international organizations like iata and star alliance?

Anybody want help the poor customers that they can't take thier rights from these theves?

I travelled on business trip on egypt air to cairo and casablanca from johannesburg recently. The business class service is sub-standard with no service between meals. They seem overstaffed but pretty lazy. That brings me to my main bone of contention. For a month now my wife and I have been trying to get mr ashraf ahmed, the johannesburg station manager to return our baby's stroller. They had located it but simply refuse to return our property which actually cost more than the return ticket to cairo. The staff at the egypt air office in johanensburg were blatantly rude to my wife and have absolutely no idea of the concept of customer service. Egypt is now the last destination she will chose to visit again. I have to travel there regularly and enjoy the country and teh people, but the national carrier is a disgrace to the good people of egypt.

Four monthes ago I bought two air tickets in EgyptAir site (from Athens to Cairo). Unfortunately I was forbidden to check in because I had no longer the credit card used (note that at boarding time 20th May, the credit card bill was already paid), then I bought other tickets for me and my wife. EgyptAir office personnel in Athens Airport said it will be easy to be refunded. It is not. I proof to them that the four ticket were already paid and a month ago I reach an agreement with Mr Karamanis from Egypt Air Athens office but, unfortunately this company has no commitment with their customers and I was not refunded yet.
Their call center was not helpful either. They said I have to talk to Athens Office. Seeing that I live very far in Brazil, they gave no attention to me. I sent about 23 e-mail, they reply one. I phone them 8 times. They never call me back.

What ever you do, do not even think of flying with egypt air. No only is their staff incompetent and illiterate, but they are extremely unprofessional.
I had reserved a departing flight for my mom and had a confirmation number that specifically stated "reserved and guartenteed". They claimed that her ticket was not registered in their system because my confirmation was electronic. What type of b. S. Story is that? The ticket agent was a space cadet-the supervisor ignored us and was talking on his cell phone and using his bluetooth as if he was trading stock-the manager was as arrogant and ignorant as they come. They claimed that she had to pay an extra $450.00. Nothing short from highway robbery. When I called their offices, the operated refused to give me the director’s name in their executive office; she placed me on terminal hold and later stopped answering the phone. I am thinking of starting a class action lawsuit against their ticket fraud operations and overbooking. Did I mention that half their staff doesn't understand english?