Mijn Klacht:


Good morning,

My name is Sherief El Dik.. I am writing to you in regard to tickets I have booked for my summer holiday this year. The tickets were purchased on 12 Feb 2022 for 2 adults and 3 children. The booking number is K6YLVN. Reservation was under my name: El Dik. Date of departure was on the 26th of Jun 2022 from Brussels, Belgium to Alexandria, Egypt with a Transit of 3 hours in Cairo. The flight to Alexandria takes like half an hour, but in our case, we arrived to the transit, Cairo and we had to wait 3 hours before we boarded the next flight to Alexandria. We then had to stay in the airplane in Cairo for 4 HOURS NoT flying just waiting inside the airplane !!!! As you can understand, I had children with me and we had been traveling for more than 16 hours. I had purchased this specific flight BECAUSE of the short connection to Alexandria for this specific purpose. But, alas, I did not get my money worth. I could have booked a much cheaper flight with transit a longer transit but I didn’t, because, the kids couldn’t hold on for so many hours, this happened on 26 of June.

I wish this was where our misery stopped. I received an email from EgyptAir on 08/08/2022 (return flight was scheduled on the 26th of August 2022) that our flight from Alexandria to Cairo (transit with end destination Brussels) has been cancelled for all of us, which I don’t accept because I had to worry about taking the flight from Cairo now, and manage everything while being on my holiday. I had to find a van to pick me and my family up from Alexandria to Cairo airport from my own pocket (even though it should have been resolved by the airline, since the price of the ticket included the transfer from Alex to Cairo.) And this had to happen in the middle of the night, since I had to be at 7 am in Cairo airport, I had to leave Alexandria at 4 am!

I wish this was where our misery stopped. On the departure day, 26thof August, I had arranged for a van to pick us up from Alexandria to Cairo. When we arrived to Cairo Airport four hours before the flight’s take off time, we had to wait for two hours to check in and when I show them my reservation number they were in shock. They told us that I was supposed to be inside because we flew in from Alexandria!!

I told them that my flight was cancelled and their answer was “I CAN’T help you because your ticket has been locked and you need to go unlock it from the office.”

When I went to the office, the women who is working there was treating people really horribly. It was like we were animals, and not people. She started shouting at me because I was asking her to unlock my ticket otherwise I will mis my flight. Her answer was “I’M BUSY” and ignored me.

So, I went to someone who works for EgyptAir and explained my situation. He asked me to follow him and we went to a counter. There was an employee who helped me to unlock my ticket. When he did that he asked me to hurry up and go to the correct counter to check in. So I went back to the first counter I was at, and they told me that I was too late. I asked them how it was possible! I still had time. Then I found out that there was an overbooking and they said that only two people can fly that day. The rest (3 more people) had to stay in Cairo and wait for the next flight.

So our purchased tickets had been sold to someone else and there were only two seats left. We had to give them a quick answer, so my wife decided to take the flight together with my youngest and I stayed back with my other two kids waiting for the next flight. My wife arrived to Brussels and one luggage was missing. She went to the office to inform that there was a lost luggage, but until now, we haven’t heard anything from your esteemed company! (this luggage has a projector of the of value 650 euro xgimi pro and an iPhone X 250g value 500euro this was the phone of my kids.)

Me and my children were waiting for an update on when the next flight was and if we could board it. From the night before departing from Alexandria until 17:00 we had to wait at the airport, with no food. After that they came and offered us to spend the night at the Airport hotel: La Passage until the next flight which was the following day at 10 in the morning. The next morning I got an email that my flight was delayed for an hour. I was there at the gate 4 hours prior to my flight.

Finally I entered my flight and the plane was really cold. I think it was about 16°. I asked for a blanket for the kids which I didn’t get. I asked if they could put the airco a bit warmer for the kids, but there was no hope for my requests. When we got our meals, I found hair and plastic parts in my food!!! The food was not sealed! A cup for coffee was not even clean. I have attached picture as proof, please look at the attachment.

The conditions Egyptair has put me and my kids through is NOT ACCEPTABLE. And, therefore, I shall not remain silent. I did not have to endure this torture just because I had the audacity to rely on a company as inefficient and incompetent as EGYPTAIR!

I would like to get full refund of my tickets which is 2567,60€ That is the least your esteemed company could do despite the damage you did to my children, my lost luggage, my wife and myself!

Please note that if You ignore this email, I am more than prepared to go to court in Belgium for this. I will also double the refund amount.

Awaiting your soonest reply,

Sherief El Dik.

Gewenste Oplossing:

Full refund