Egypt Air

I flew Egypt Air, Dublin - Cairo - Beijing two weeks ago.

At the check in in Ireland I was told that as the plane was less than half full I could also check in my carry-on bag, so I did.

As a consequence, I walked on the plane with the clothes I was wearing and a passport and a phone.

The flight was delayed an hour, then they boarded us, and then they sat us on the plane for an hour, without serving us anything, even a glass of water, and without telling us when we'd take off.

As a consequence of our 2 hour plus delay, instead of having a three hour layover in Cairo, I had less than 45 minutes. But at least I made the next plane. Unfortunately, my baggage remained in Egypt.

I landed on Friday and my baggage arrived after midnight on Monday.

During that time I walked around China in the winter -and it was -11 degrees most days- with no coat or thermal clothing.

My phone was dying, so I had to find an electronics shop and buy a charger.

In three days I didn't hear a single word from Air Egypt and they completely ignored all of my messages.

Eventually, a week later, they responded to my messages by sending a standard "We're sorry for the inconvenience and we really care about you SO much..." blah blah blah response, completely ignoring the questions I had asked.

They then sent me a document to complete -to claim expenses- but in the form of a jpg, so I would have to find a printer - in China, when I don't speak Chinese- and complete the claim by hand.

In the last two weeks I've sent them the documents/proof of expenses that they asked, but the ignore my messages and/or ask for more information, mostly information I've already provided.

I'm not even claiming big expenses: just over €100.

It would be great if:

a) they had contacted me while I was in China without even a toothbrush,

b) they had apologized,

c) they had not kept asking for the same information that I'd already provided, and

d) they had sent a claims form as a document I could complete on my computer.

That have done none of those things. I can see I'll get no satisfaction from Air Egypt and they'll continue to not assist me in the hope that I'll give up.

In 30 years of flying this is the worst customer service I've ever experienced.

AVOID AIR EGYPT at all costs. They're AWFUL.

Flew Egypt air from London to Cairo ,, you have have to be none Egyptian that you can have some attention first from the crew second from all over The cabin crew were unfriendly and rude ,, They adverse at there web site you have 2 bags allows for free and at check in you'll pay for the second one ,,, the flight was delayed ,,they have a good pilots and that's the only positive point in Egypt air ,, on board entertainment system is not useful at all , The food was served very quickly and you have to tack everything in once so you have to drink your coffee cold and if you missed to ask for sugar then you had it .. I do not recommend this airline and will not book flights with them in the future.Please avoid, as if something goes wrong, you are on your own.

Flight from Nairobi to Egypt was delayed so missed the connecting flight to London. On board, I found that the staff were not very accommodating extremely rude and unprofessional. When being served breakfast, the staff did not communicate with the passengers and just dished out what was there - eggs and sausage, no vegetarian option. I asked what the sausage was made of and all I got back rudely and with a look of disdain was that “this is halal”. A passenger next to me stated that he did not eat eggs and was told that that “this is breakfast” with a shrug. Their service was atrocious and impolite, leaning over passengers’ heads or asking them to pass on food instead of presenting it to them and uninterested in the inconvenience to passengers.

On arrival at the airport, to our dismay, the transfer agents stopped us from making our connection even though the screen still said boarding. Rather than listening to us they were loud and rude. One of the guys had the nerve to tell us that it was our fault that we missed the connection. After making a scene for the inconvenience, Egypt Air agreed to put us up in a hotel and informed us of the next flight (8 hours later). The didn’t communicate with us very well and we had to keep going back to ask what the delay was to being taken to the hotel which was met with shrugs or disappearance of staff behind closed doors.

When we finally got to the hotel 3 hrs later, the staff treated us like we were an inconvenience and took them over an hour to sort out the rooms. Meanwhile, we had missed breakfast and when we asked for water, we were told that we had to purchase it or wait to use the lunch voucher, which would be served with free water. It was only after asking continuously to speak to the manager for water for children and some elderly passengers who needed to take their medication, that the staff finally provided us with a small glass of juice each. Because of the delay, we were only able to have lunch and rest for only 2 hrs before being picked up to be taken back to the airport.

I have a pacemaker and not able to pass through the magnetic scanner. When we came to being checked in, the staff could not understand why even after presenting them with my identification card. They were loud, extremely rude and unprofessional with no communication competencies choosing to speak among themselves in Arabic. So it was another hour delay going to different check in stations before they figured it out and allowed me to pass through the staff door. I was then strip-searched and my clothes, shoes and bag swabbed; when I asked for an explanation I was told it is because I had a device in my chest! Since we were collected early from the hotel we had to wait for 2 hrs at the lounge. The flight from Egypt to London was the same with fight attendants behaving the same way therefore a very tiring flight.

I don't think it is possible for any airline to treat their passengers more atrociously than Egypt air has, they do not like what they are doing and do not feel servicing passengers is there job. I will definitely not fly or recommend anyone to this airline.

I purchased a ticket from Johannesburg to New York for my family on Egypt Air. When they arrived 2.5 hrs early at the airport to the check-in desk they were mandated to have their bags wrapped. They stood in line for 30 minutes and then returned to check in. They were then told that they needed to have a certified affidavit from the South African Police Service stating the minor could travel with his mother to his permanent residence that signed by his biological father. The biological father was present and already had a signed letter but was unaware that SAPS needed to stamp the letter. The father proceeded to get the letter certified by the SAPS and returned. The receptionist said their systems were now closed and the only person that could assist them was her supervisor. The supervisor was on the telephone for 15-20 minutes before he assisted them. They were denied boarding and marked as a no show even though there was over an hour of time remaining until the flight was scheduled to depart. The airline refused to get us on another flight nor a refund.

Flight from Ghana to Egypt delayed so missed connecting flights to Yangon. Egyptair re-routed and in the process lost my luggage and deleted my return flights. No notification of the deletion of return flights until I presented at Yangon airport to fly home and was not allowed to board the plane. Phoning every office of Egyptair around the world and getting no service or assistance and no rectification of the problem. Every office of Egyptair says "it's not our problem, must have been a different office who made the mistake, phone someone else". Left stranded in Myanmar (Burma).

I don't think it is possible for any airline to treat their passengers more atrociously than Egyptair has - never again will I attempt to fly with this airline.

Had a great flight - left on time, arrived on time, good service from the airline. Definitely would travel with AirEgypt again. We actually had real utensils to use with our meals!!

Nairobi front office staff are the worst customer service staff ever! They are loud, abusive, extremely rude and unprofessional. They have absolutely no communication competencies.

Thought the cheap ticket and quick turnaround time at Cairo (1 hour) would be great for a trip back home from Uganda. This was a mistake.

Outbound flight from Entebbe was delayed by 90 mins which meant that I, and 8 other passengers, missed our connecting flight. Egyptair were kind enough to put us up in a hotel and inform us of the next flight (10 hours later). They handled the inconvenience ok-ish but didn't communicate with us very well. Eventually the connecting flight arrived but we were 90 minutes (again) delayed in taking off.

Return trip from Heathrow was almost a carbon copy. Outbound was delayed 2 hours (late incoming flight and sitting on Tarmac) and again connection was tight at Cairo - even I f they did hold the plane. Despite Egyptair's tardiness, we the passengers were made to feel as if it were our fault the plane was delayed as we were hurried about Cairo airport. Again the flight was delayed about 2 hours and, eventually, we got in 2.5 hours late to Entebbe.

On board, I found that the staff were not very accommodating: I continually requested water and was met with shrugs and even a refusal (we've run out). Found that they were not polite and uninterested in the inconvenience to passengers.

Overall it was a gamble I took but won't take again. I would not recommend this route to anyone and am reluctant to recommend Egyptair at all.

I am writing in regards to the recent flights I took in July using EgyptAir.

The first flight was FL 849 which was supposed to leave Cairo and head to Nairobi at 9:55pm. Boarding was about 20 minutes late which is fine. After boarding the plane we sat on the plane for almost two hours. During the two hours, we were not told anything nor asked if we wanted anything. They only gave us water if we asked. Passengers were very patient during this time and did not ask anything. They had us finally get off the plane due to mechanical issues and back on the bus to go to the terminal. We sat quietly for the 1.5 hours we were at the gate. We then got on a bus again to go back to the same plane. Again we sat on the plane, mind you the same plane that they could not fix in the first place. We were patient for about an hour at which time a couple passengers then started going up to ask what the status was. None were able to get an answer from the flight attendants. After sitting on the plane for 1.5 hours, we were brought back onto the buses to go back to the terminal. At this point, this is when passengers rightfully wanted better answers. The ground crew would not provide anything that was useful and to quiet us down they put us on the buses. What they did then was awful. They closed the doors to the buses and left. What if a person was getting sick? How would they have gotten off the bus? Eventually they let us off and back in the terminal. At this point, all they said was it would take at least 3 more hours for them to change crews. Again, passengers were extremely upset and it wasn't until a scene was made did Egypt Air get us on another plane sooner than the 3 hours. During this entire time, water was only given to us once in the terminal and even then it wasn't enough for everyone. When they finally brought us food, there wasn't anything vegetarian. I'm pretty sure that others with dietary restrictions were not accounted for either but I cannot say for sure. All of the above created a 9 hour delay for passengers. For me and my party, we lost a day of our safari vacation, a once in a lifetime trip, that is not replaceable and what we will never be able to get back. Plus, a friend of mine who took a separate flight ended up having to wait for us longer and pay more for her hotel stay. Had the ground crew actually treated passengers with respect by being honest instead of dismissing them and provided us with more water and food, this delay may not have been as bad.

The second flight was FL 850 from Nairobi to Cairo and FL 985 from Cairo to JFK (New York) that we were supposed to get onto on July 24 at 9:35am. For both these flights, I had put vegetarian as my meal option. This was done prior to leaving the US to go to Cairo. We did get vegetarian meals on the way to Nairobi on the flight, however, for some reason your airline does not know how to keep this in the system and as a result, I ended up having my egg mixed with sausage and that is not what I wanted. Our flight in Nairobi (FL 850) was departing a little over an hour late. When we talked to the staff in Nairobi about the delay and that potentially being a problem for our connecting flight in Cairo, they mentioned the ground staff in Cairo was aware of it and would take care of us. We figured that meant we would be escorted to our gate in Cairo to catch the connection and that our luggage would be put at the end so it would be the first ones off and that gate agents at the flight to JFK would hold the plane for a few minutes so we could get on our flight. We landed at Cairo 20 minutes before our outgoing flight was scheduled to take off. We still had 15 minutes to get to our connecting gate. However, to our dismay, there was no escort at the gate and the transfer agents stopped us from making our connection even though the screen still said boarding. This was the case for our flight and two other flights. Rather than listening to us they were rude. One of the guys had the nerve to tell us, while clapping his hands back and forth, "This matter is closed". We tried to ask if they could put us on a sister airline since Egypt Air only has that one flight to JFK and since the airline is part of Star Alliance. They stated rudely that they don't have any sister airlines. Well, why are you part of Star Alliance then? All other airlines I have been on will try to put you on another airline that they are partners with and also would have tried to help us get on our flight. Eventually, since EgyptAir would not budge, we had them get our luggage, get us on the flight for tomorrow, and told him to ensure that the four of us who were vegetarian had that type of meal for our flight. The agent who told us the matter was closed put down VIP treatment for the hotel. However, when we got to the hotel, they did not give us any special treatment. They treated us like every other customer except with lower end service. The hotel was nice and close to the airport but you put 2 people in a room that only had one bath towel and one hand towel, with no shampoo or conditioner and no hairdryer because that's part of your contract. You also have your guests on the bottom floor only where they cannot have access to connected rooms, which we wanted. Bottled water was not even provided for us except at meals and we had to pay for basic coffee at all meals except breakfast. Is this what you call VIP treatment??? The ground crew the previous day had also stated that they could not do this since being late into JFK would not be permitted. Well, then why was our flight the next day allowed to leave an hour late?! Our initial seats on the flight were supposed to be all aisle and window. However, you provided us with two middle seats and only three aisle and window seats. Your agent also never got veg meals input on our new tickets. As a result of this delay and incorrect meal options, I lost a day's pay at work, did not have enough medication to account for this 24 hour delay, and was unable to eat much on the plane. Seems like your staff on the ground does not know what they are doing and just makes up excuses for their lack of a brain. You might as well keep robots on the ground since that's what the staff is.

Prior to this, when we came to Egypt on a vacation, we thought Egypt Air was one of the better airlines. However, after all of this, I will never fly Egypt Air as you have cost me too much time and money and your ground crew just does not seem to care one bit about their customers. Maybe if you actually had staff that were honest, treated passengers with respect, and learned to be more efficient, you could retain customers but at the current rate, you've lost at least 5 customers.

The nature of a business trip required me to stop in Cairo and Khartoum, therefore, Egypt Air was my obvious choice. Purchasing the ticket online it was clear to me that my lauguatge allowance was two suitcases i.e. 46kg which was good for me considering the number of books and materials that needed for my trip.

Checking in at LHR, I was informed that I am 20 Kg in excess and the was asked to pay around £400 in charges, I challenged that and refereed to my printed ticket, but the staff member in an abrupt and rude manner that I never experienced before, asked me either pay or move a side so she “can get on with her job”. I asked to speak to the supervisor who was as unhelpful.

My utter anger and disgust was caused by the different treatment other passengers were given where, when they spoke in Arabic to the supervisor and one of the check-in operatives, tens of kilos of their excess language charges were waved. Just like that.

The same applied to cabin crew and for the first time I experienced two tier services… if you are an Egyptian, they stop and chat to you and others…………….well.

Unfortunately, I had to fly few times with Egypt air due to availability and the one conclusion I reached is that Egypt air lacks creative ways to enhance its loyal relationship, focusing on the customer is key, however, they don’t seem to grasp that.

I made two formal complaints and all I received was an acknowledgment that they received it and to date nothing else.