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.