Subject: Claim against EgyptAir – Damage to mobility scooter and broken suitcase (Case SSHMS15819 / INS REF 30/2025)
Dear Sir/Madam,
I am writing to you regarding the claim submitted on July 2 and 6, 2025, to EgyptAir for damage to my father's mobility scooter (he has a disability) and for damage to a suitcase during two separate flights with the airline.
The incidents were verified and recorded by EgyptAir staff at Sharm el Sheikh Airport, resulting in reference SSHMS15819 / INS REF 30/2025.
Between June 28 and July 8, 2025, the twelve members of our family took five flights with EgyptAir. Unfortunately, what should have been a pleasant family trip has turned into a serious situation of neglect and harm, severely damaging our trust in and perception of the company.
From the outset, we provided all the required documentation—photographs of the damage, copies of tags and tickets, reports and invoices for scooter repairs, as well as the model number of the damaged suitcase (SKPAT).
However, despite EgyptAir acknowledging the damage and approving financial compensation (ref. 30/2025), five months have passed without payment or a real solution being offered.
This is a particularly sensitive case, as it affects the mobility of a person with a disability, who has been without their scooter in working order for five months due to the damage caused by EgyptAir. Furthermore, we have had to visit specialized repair shops on two separate occasions to try to repair the equipment, without ever receiving guidance or assistance from the airline on how to proceed or which service to contact.
As of today, two repair invoices remain unpaid, and the scooter is still not fully usable, as none of the repair shops have been able to completely repair the damage caused during the flights.
1. Origin of the Incidents
First Incident:
Date: July 2, 2025
Flight: MS150 Aswan – Cairo
Reported Damage: broken handlebars, brakes, taillights, and steering of the mobility scooter.
Action: immediate email sent to mybaggage@egyptair.com with photographs and a description of the damage.
Second Incident:
Date: July 6, 2025
Flight: Cairo – Sharm el Sheikh
Reported Damage: worsened condition of the scooter and damage to a suitcase (bottom and sides).
Action taken: A claim was filed in person at the EgyptAir office at Sharm el Sheikh Airport, where staff verified and officially registered the case (SSHMS15819).
2. Claim Timeline
July 2–6, 2025: Claims were initiated via email and subsequently in person at the airport, providing photos and a description of the damage. Case file SSHMS15819 was opened, and EgyptAir acknowledged the incident.
July 8–14, 2025: EgyptAir notified the claimant via email that the case had been forwarded to the insurance company (INS REF 30/2025).
August 2025: Reports and invoices for the initial repair (Decathlon) were sent, but the repair was incomplete due to missing parts. Due to the lack of response, a second partial repair was carried out at another workshop, resulting in a second invoice. EgyptAir offered no guidance or assistance at any time.
A replacement for the damaged suitcase (model SKPAT) is also requested.
August 20, 2025: EgyptAir confirms by email that the compensation has been approved and that the payment has been sent to the Madrid financial office, from where they will “contact you soon” regarding delivery.
September 20 – October 1, 2025: After a month without a response, the claim is reiterated, denouncing the lack of contact, follow-up, or payment, and the continued unrepaired damage.
3. Current Situation
As of November 1, 2025, five months have passed since the incidents, and despite sending eleven emails and making multiple calls, neither the scooter has been repaired nor the suitcase replaced, nor has the approved compensation been received.
This situation violates the rights of passengers and people with disabilities and reflects a serious lack of diligence and sensitivity on the part of EgyptAir, for failing to address or properly compensate for the damages they themselves acknowledged.
4. Request
For all the reasons stated above, I formally request that, through the OCU (Spanish Consumer Organization), EgyptAir be urged to:
Immediately pay the approved financial compensation (ref. 30/2025), including the two invoices for the repair of the mobility scooter and the damaged suitcase (model SKPAT).
Guarantee the complete repair or replacement of the scooter at a specialized center suitable for use by people with disabilities.
Issue a formal apology for the damages caused and for the lack of attention provided over the past five months.
Sincerely,
Bárbara Crespi (daughter of Carlos Crespi)
