EgyptAir Customer Care: Complete, Practical Guidance

Who handles customer care and what to expect

EgyptAir is Egypt’s flag carrier (IATA: MS, ICAO: MSR) and a Star Alliance member since July 2008. Its customer care spans global reservation centers, airport service desks, and an online support infrastructure built around egyptair.com. Support is typically available in Arabic and English, with additional languages offered through local offices. The airline issues e-tickets on 077 stock, and most customer care transactions are easier if you have your 6-character PNR (record locator) and 13-digit e-ticket number ready.

Contact capacity and wait times vary by region and season. In practice, lines are busiest shortly after major schedule changes (often announced in waves) and during peak travel periods such as June–September and December–January. If possible, call or chat during off-peak hours in the departure city’s time zone. For urgent day-of-travel issues (missed connections, cancellations), airport service desks and gate agents are empowered to rebook you faster than central customer relations teams.

Official channels and how to use them

Start at the official website: egyptair.com. The Manage Booking section lets you retrieve trips using your surname and PNR, select seats, add baggage, request special meals, and—in many cases—process voluntary changes or refunds (subject to fare rules). For written support or post-travel complaints, use the Customer Relations or Contact Us pages (look for “Help & Contacts” on the site). Attach clear scans of receipts, boarding passes, and baggage tags to accelerate handling.

Egypt-based callers commonly use the short code 1717 from most mobile networks for reservations and general assistance. For travelers outside Egypt, country-specific numbers are listed at egyptair.com/en/contact-us. Social media teams monitor the verified accounts (Twitter/X: @EGYPTAIR, Facebook: facebook.com/egyptair, Instagram: instagram.com/egyptair) and can help with basic queries, though complex ticketing changes usually require the call center or a ticket office. Always verify you are messaging official, verified profiles.

At Cairo International Airport (CAI), EgyptAir’s main hub operations are in Terminal 3. If you need in-person assistance, head to the EgyptAir sales or service desk in Terminal 3, Departures. Postal address reference: Cairo International Airport, Terminal 3, Heliopolis, Cairo Governorate 11776, Egypt. Airport desks prioritize same-day travel issues; for post-travel claims, you’ll be directed to online forms or customer relations email follow-up.

What to prepare before you call or write

• Passenger details: full name as on ticket, date of birth, contact phone and email.
• Booking data: 6-character PNR, 13-digit e-ticket number starting with 077-, travel dates, flight numbers (e.g., MS985).
• Payment proof: last 4 digits of card, transaction date/amount, or bank transfer receipt.
• Disruption evidence: delay/cancellation notifications, boarding passes, photos of airport screens, receipts for meals/hotels/transport.
• Baggage documents: Property Irregularity Report (PIR) reference, baggage tag numbers, photos of damage, receipts for essential items.
• Medical/assistance forms: MEDIF if applicable, doctor’s notes, mobility equipment specs (battery type, dimensions), special meal codes.

Baggage issues: delay, damage, loss

Report any baggage problem before leaving the airport. Visit the EgyptAir baggage desk or the airport’s Lost & Found to file a Property Irregularity Report (PIR)—you’ll receive a reference like CAI MS 12345. Keep all baggage tags and your boarding pass. Many airports use WorldTracer; you can check status using your PIR number and surname. For delayed bags, ask about reasonable interim expense reimbursement procedures and limits for essentials.

Strict deadlines apply under the Montreal Convention. For international itineraries, submit a written claim for damage within 7 days of baggage receipt; for delay, within 21 days of when the bag is delivered. If a bag is not found, claims for loss typically proceed after it is deemed lost (often at 21 days, but it can be earlier by airline declaration). Liability for baggage on most international journeys is capped at 1,288 Special Drawing Rights (SDR) per passenger unless you purchased additional valuation; this is approximately EUR 1,600–1,700 depending on exchange rates.

Photograph any damage at the airport and keep repair or replacement estimates. For mobility aids (wheelchairs, scooters), different rules can apply—declare the item in advance and keep serial numbers and specs handy. If you need to escalate a baggage claim, provide the PIR, receipts, and a concise, itemized list with values. Clear documentation usually shortens resolution time.

Refunds, changes, and involuntary disruptions

For voluntary changes and refunds, the fare rules attached to your ticket govern fees and eligibility. Use Manage Booking on egyptair.com when available; otherwise call customer care or visit a ticket office. If EgyptAir cancels or significantly changes your flight, you are entitled to a refund of the unused portion, or re-routing at the earliest opportunity subject to availability. If the original payment was by credit card, U.S. Department of Transportation rules require refunds for flights to/from the U.S. to be processed within 7 business days (20 business days for cash/check). Actual posting to your account may take longer due to bank processing.

If your EgyptAir flight departs from an EU/EEA/UK airport, Regulation (EC) 261/2004 (and UK equivalent) may grant fixed compensation for cancellations within 14 days of departure and for long delays, unless an exemption applies (e.g., extraordinary circumstances). Compensation amounts are distance-based: EUR 250 (up to 1,500 km), EUR 400 (1,500–3,500 km), and EUR 600 (over 3,500 km). You may also be entitled to “duty of care” (meals, refreshments, hotel, and transport) during long delays or overnight disruptions.

Keep all receipts for hotels, meals, and transport provided or promised. If you self-purchase due to time constraints, obtain itemized receipts and submit them promptly with your claim. For codeshare tickets, contact the operating carrier for day-of-travel fixes; for refund or post-travel compensation, the marketing and operating carrier responsibilities can differ—include both carriers’ details in your claim if applicable.

Special assistance, medical, and minors

Request special assistance as early as possible—ideally at booking, and no later than 48 hours before departure—so EgyptAir can coordinate airport and onboard services. Standard wheelchair service codes include WCHR (can climb steps), WCHS (cannot climb steps), and WCHC (immobile, needs cabin wheelchair). For battery-powered mobility devices, declare battery type (e.g., spillable, non-spillable, or lithium), dimensions, and securement method. Special meals (e.g., KSML, VGML, GFML) should be requested at least 24 hours before departure.

Passengers with medical considerations may be asked to submit a MEDIF and fitness-to-fly documentation. Provide the form and doctor’s note early for review. Bring sufficient medication in carry-on (with prescriptions), and consider a letter summarizing medical equipment for security checks. For expectant mothers, airlines often require a medical certificate beyond a certain week of pregnancy; confirm EgyptAir’s current threshold and documentation window before travel.

For unaccompanied minors, airlines typically have defined age brackets (e.g., UMNR service mandatory up to a certain age and optional for older “young passengers”). Confirm EgyptAir’s current acceptance ages, routing restrictions, and fees on egyptair.com or via the call center, and complete all consent forms in advance. Arrange pickup details carefully and ensure the receiving adult brings valid photo ID that matches the authorization form.

Timelines, escalation, and regulator contacts

Response and resolution times vary by case type and jurisdiction. Keep communications concise, factual, and chronological, and include all supporting documents in one message if possible. Note the legal timelines below and set calendar reminders to preserve your rights. If your matter remains unresolved after a reasonable window, escalate through formal channels with your full paper trail.

• Baggage claims (Montreal Convention): damage within 7 days; delay within 21 days; litigation limit generally 2 years from arrival date.
• EU/UK passenger rights (EC 261/UK261): compensation triggers vary; see europa.eu/youreurope/citizens/travel/passenger-rights for criteria and national enforcement bodies.
• U.S. DOT refunds (flights to/from the U.S.): 7 business days for card purchases, 20 for cash/check; file complaints at transportation.gov/airconsumer/file-consumer-complaint or call +1-202-366-2220.
• Egypt national oversight: Egyptian Civil Aviation Authority information is available via civilaviation.gov.eg; if EgyptAir has not resolved a complaint after you’ve given them a fair opportunity and the issue involves regulatory rights, consult the authority’s guidance on lodging a complaint.

Always use official channels: egyptair.com for bookings and support, country-specific phone numbers listed on the site, and verified social media accounts (@EGYPTAIR). Keep copies of every message, PIR, receipt, and boarding pass until the case is closed and any refunds or compensation have posted. This documentation is the single biggest factor in quick, favorable resolutions with any airline, including EgyptAir.