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Business Profile

Airlines

Eva Airways

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 45 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I took the *** air from *** to TPE on 11/23 with my travel golf bag checked-in. After arriving in ******, I found out one of my clubs (Drive) was broken. I filed a claim against *** and they first provided me a case number: TSFOBR24110004, and then later transferred this case to the *** *** Francisco office, with a new case number: SFOBR13018 In the claim, I requested *** Air for reimbursement of $449 (I originally purchased the club at full price at $599).Today, *** emailed me back and refused to reimburse, and stated that this damage is out of their control, which is totally unacceptable I am filing this claim here to request ******* to provide the reimbursement.

  • Initial Complaint

    Date:11/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I recently booked a flight with Eva airways and can honestly say i've never had a worse experience in my life. My original flight was delayed, yet they had us board the plane and then delayed us by another 4 hours, without any offer of food or beverage or explanation. They then had us ******* the plane. wait HOURS to rebook a flight, which was then 12 hours later, which meant we missed our connecting flight, which they also rebooked, but after another 14 hours. NONE of this was compensated in any manner, and since our flight was delayed by a total of 26 hours we lost a day to our trip. When i tried requesting an extension and rebooking to our flight with the fees waived, for 4 days straight their customer service line did not pick up, neither did their Los ******************** I have never, and i mean never had such dismal service in any capacity with any other service provider in my life. Eva airways has been sloppy, as well as unaccommodating to their passengers that they left stranded. I'm so disgusted, never mind the additional cost accrued from missing a hotel night, picking up a car late, etc.

    Business Response

    Date: 11/19/2024

    Dear BBB,
    Thank you for your email. As the information provided by Ms. ******** does not include specific flight or date details, we kindly ask her to provide this information so that we can proceed with our investigation and respond appropriately.

    Thank you.

    Customer Service Department
    ********************** Corporation
    America Head Office

  • Initial Complaint

    Date:10/11/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Passengers (ticket numbers: ************* and *************) made reservation at 02:51 am on October 9, 2024, Taipei time and cancelled reservation at 02:50 am on October 10, 2024, ****** time, satisfying the **** requirement for no penalty cancellation within 24 hours. However, ******* refused to refund in full because passengers did not complete submission of refund request until 02:55 am and 03:00 am, respectively, on October 10, 2024, ****** time. The refund requests have to be completed by each passenger and the forms take a while to fulfill. Passengers reached out to ******* and informed the customer services of US **** rule (This notice provides guidance to U.S. and foreign air carriers regarding compliance with the customer service rule that requires carriers to hold a reservation at the quoted fare for 24 hours without payment or allow a reservation to be cancelled within 24 hours without penalty (the 24-hour reservation requirement).), however, EVA *** declined compliance and insisted on charging $200 per person for cancellation.

    Business Response

    Date: 10/11/2024

    Dear BBB,

    EVA Airways has responded to Ms. Li and accepted her request for the refund fee returned to her original form of payment. 

    Please find attached email for reference. Thank you

    EVA Air Customer Service Department, North America

    Customer Answer

    Date: 10/14/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID 22409536, and find that this resolution is satisfactory to me.

    Sincerely,

    Yiwei Li

  • Initial Complaint

    Date:08/15/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Our flight was cancelled and cant reschedule right away. *** air put us on their waitlist and waited for 4 days. Been calling customer service told them that we have to go back because of work, my son school and our dog been in the hotel for so long. but all they have to say was im sorry for the inconvenience , That theres no available flight for us and theres nothing that they can do for us. What i dont understand was why they cant book us with different airline. And when i check some agency it shows they do have available flight going back to ********** probably there priority is new passenger. Because off all this we end up buying a new flight ticket with different airline and agency. I would like to complaint and have *** airline to be responsible of all the cost.

    Business Response

    Date: 08/15/2024

    Dear **************,

    Thank you for submitting your complaint through BBB. In order to investigate further, we would need more detailed information including your booking reference number and ticket number. Thank you for your cooperation. We look forward to your response.

    EVA Airways, North ************************ Department.

    Customer Answer

    Date: 08/26/2024

     
    Complaint: 22145519

    I am rejecting this response because:

    From: *********************** <**********************>

    Sent: Thursday, August 15, 2024 1:53 PM

    To: info <************************************>

    Subject: Ref id # ********

     

    Booking reference # BUSA-10122480

    Ticket # *************

    Sent from my iPhone



    Sincerely,

    ***********************

    Customer Answer

    Date: 09/10/2024

     
    Complaint: 22145519

    I am rejecting this response because:

    Complaint: 22145519

    I am rejecting this response because:

    From: *********************** <**********************>

    Sent: Thursday, August 15, 2024 1:53 PM

    To: info <************************************>

    Subject: Ref id # ********

     

    Booking reference # BUSA-10122480

    Ticket # *************

    Sent from my iPhone



    Sincerely,

    ***********************



    Business Response

    Date: 09/13/2024

    Dear BBB,

    EVA Airways has further responded to ************** to provide the receipt/invoice of their new purchased tickets for review. Please find attached correspondence for reference.

    Sincerely,

    Customer Service Department
    ********************** Corporation
    America Head Office

  • Initial Complaint

    Date:07/13/2024

    Type:Order Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I contacted *** *** last week and mentioned that my kids' middle names were missing and was told I would have to pay 50 bucks to transfer the tickets to EVA *** and 50 bucks to correct the names on the ticket. The agent said he would give me a break and only asked for 50 bucks which I agreed, he sent me the link and I paid by CC. Fast forward to today about 4 hours before the flights departure, I get a call from EVA *** and they stated that I had to pay and additional 200 dollars for adding middle names to the tickets and if I didn't pay them immediately, my family would not be allowed to board the flight. I asked the reason and was told that I hadn't paid the change fees, to which responded that I had paid them by credit card, but the agent said I only paid $50 dollars and there was an additional 200 owed. While waiting I did some quick searches and found that middle names are not required on ***line tickets and further, I found on the EVA *** website that they also do not require middle names on the tickets. I mentioned this to the agent to which his first response was it was highly suggested that middle names be added but eventually conceded that it wasn't a requirement. He stated he would open a case with a supervisor and have this issue investigated. I have no issue with the fee, my only problem is calling me 4 hours prior to departure telling me that my family would not be able to fly unless I paid the fees. FYI, I am not traveling with them as I am away on business. This felt like strong armed robbery, IMHO.

    Business Response

    Date: 07/25/2024

    Dear BBB,

    We have contacted Mr. ****** to inform him that we have received his complaint and are currently investigating it. We will update him once our investigation is complete. 

    Sincerely,

    Customer Service Department
    ********************** Corporation
    America Head Office

  • Initial Complaint

    Date:06/29/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to formally lodge a complaint regarding significant issues my colleague, *********************, and I experienced with EVA Airways. The detailed summary of our complaint and all supporting documentation are attached and evidence is in the online file: ********************************************************************************** ***************************** **********, ******** to *****, ****** with connections through ******* and *******Initial Segment: Operated by Bangkok Airways Subsequent Segments: Operated by EVA Airways Issues Encountered:Denied Boarding: On March 30, 2024, we were denied continuation of our flight from ******* to ****** and ****** to ***** by EVA Airways despite having confirmed tickets and pre-paid flights.Unauthorized Charges: EVA Airways made unauthorized charges totaling USD ******** on our credit cards for services not rendered. These charges were incurred between March 30, 2024, and April 1, 2024, as a direct result of EVA Airways not honoring the flight.Impact of the Incident:Financial Impact: The unauthorized charges and additional expenses, including accommodation and alternative transportation, have resulted in a financial burden. We have documented these expenses at **********************************************************************************.Relief Sought:Full reimbursement of all unauthorized charges made by EVA Airways.Compensation for additional expenses incurred due to the failure to honor the flight, including accommodation, meals, and alternative transportation.Conclusion: We request that EVA Airways provide full reimbursement for the unauthorized charges and additional expenses incurred. The total amount of compensation sought is USD *********. If this issue is not resolved within three months, we will seek additional compensation for the emotional and psychological distress caused by the disruption, along with coverage of legal fees.

    Business Response

    Date: 07/11/2024

    Dear BBB Resolutions Consultant,

    This is to acknowledge receipt of the complaint filed by ************************************* on behalf of ************************* and herself regarding their recent experience with EVA Airways.

    We are conducting a comprehensive investigation involving all relevant departments to address the issues raised by Ms. ******* are addressed appropriately.  We have informed Ms. ************* that this case is of utmost importance to us and assured her of our commitment to thoroughly examining the circumstances and addressing the matter promptly.

    For your reference, we have attached the acknowledgement email sent to Ms. *******.

    Thank you for your attention to this matter.

    Sincerely,

    *************************
    Customer Service Department
    ********************** **********************************
    Case no. ECSR/LAXSR/24000069 (BBB ID *********

  • Initial Complaint

    Date:04/29/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    When boarding my connecting flight from ************* to ******, the Eva Airways representatives told me I could not board the plane because I did not have Visas to go to *******. We were able to get them in PDF form, as they asked, 5 minutes before the plane left the terminal. Then when we presented it to them, they said it had to be printed out. I was informed by Eva Airways representatives that I could rebook the flight for a "small fee". Their terminals to buy tickets then shut down until 8 pm. This was around 11 am. So I had to call and book tickets in which their small fee was included as well as paying FULL PRICE for new tickets. I was lied to by their representatives and now have been robbed by a large corporation.

    Business Response

    Date: 04/30/2024

    Dear BBB,

    EVA Air has responded to ************** on April 19 regarding his issue. Please find attached correspondence. Thank you.

    Customer Service Department
    ********************** Corporation
    America Head Office

    Business Response

    Date: 04/30/2024

    Dear BBB,

    EVA Air has responded to ************** on April 19 regarding his issue. Please find attached correspondence. Thank you.

    Customer Service Department
    ********************** Corporation
    America Head Office

    Customer Answer

    Date: 04/30/2024

     
    Complaint: 21642071

    I am rejecting this response because:

    *** airlines never notified us properly before the flight. No email was sent, I've never traveled out of country, and *** ******** representatives claimed there would only be a small fee. That is considered false information. We had our Visas while the plane was still in the loading bay. Then *** airlines representatives lied to us further.

    Sincerely,

    ***********************

    Business Response

    Date: 05/02/2024

    Dear BBB,

    We informed ************** that it is the passenger's responsibility to acquire any necessary travel documents for entry into the destination country, in this instance, ******, *******. Unfortunately, he did not possess the required **** for entry into ******* during check-in. Despite our airport staff waiting for him to secure the necessary documents, they were unable to delay the flight any further, necessitating ************** to reschedule his flight for a later departure that evening.

    Sincerely,

    Customer Service Department
    ********************** Corporation
    America Head Office

  • Initial Complaint

    Date:04/01/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello, I bought a plane ticket from *** to *** and **** to *** on December 2, 2024 through Expedia.com.Flight schedule is 4/20/2024 - 5/5/2024.Confirmation #: 3GUG7Q (EVA Airways)Itinerary # from Expedia: ************** Due to marriage, I need to change my last name to ******. I've been attempting to contact EVA Airways customer service for over two months without success; calls go unanswered or suddenly drop while on hold. I'm concerned that the lack of customer service response will prevent me from changing my last name on the ticket to match my current passport. Please assist me in connecting with them to facilitate this name change.

    Business Response

    Date: 04/04/2024

    Dear BBB,

    EVA Air has contacted the ************************************ on April 3, ***************** resolving his issue.

    Sincerely,

    Customer Service Department
    ********************** Corporation
    ******* Head Office

    Customer Answer

    Date: 04/05/2024

     
    Complaint: 21515881

    I am rejecting this response because: the EVA Airways contacted us without solving the current issue. As the trip schedule is approaching, we have concerns about their ability to promptly resolve the matter at hand. Despite our formal request for a refund, we have yet to receive cooperation from EVA Airways as the refund has not been processed.

    Please advise.


    Sincerely,

    *************

  • Initial Complaint

    Date:03/08/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Booking ref 5JB6Y3 This booking is for 3 Travelers. Traveling between 16 March 204 to 30 March 2024 I just found out my one of the flights from *** to *** (AS0583)got cancel today March 8, 2024. *** never inform me about this. They let you find out by your self! As soon as I knew, I've tried to call them how they gonna take care of this. the original flight was suppose to depart on March 30,2024 at 22:55 pm and landed at *** on March 31 6:45Am. They gave me 2 options which is cancel and got refund or accept the flight that will landed on April 1, 2024. These 2 options was not I wanted! You suppose to find the closest to the original flight that got canceled! I want to get to my destination no later than March31,2024 with non stop flight. *** should take full responsibility to take care of this, don't try to he cheap! I will only accept flight B61700 *** -*** 7:30AM or B6300 ***-*** 9:05am

    Business Response

    Date: 03/19/2024

    Dear BBB, 

    EVA Air ticketing office has contacted Ms. ******** and rebooked her and her traveling companions for their return flights. 

    Sincerery,

    Customer Service Department
    ********************** Corporation
    America Head Office 

    Customer Answer

    Date: 03/19/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****************

  • Initial Complaint

    Date:03/07/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On February 5, 2024, in ******** *****, I attempted to make my return trip home on EVA *** flight #** and was denied boarding. *** did not honor my ticket and as a result I was stranded in ******** *****. I was told that *** would not honor my ******* passport to travel to ******. *** did not allow me to board the aircraft. *** offered me nothing, they took no consideration that I had a round trip ticket and that all my paperwork (ticket, passport, ID) was correct and in order for round trip travel. I have lived in the US for nearly 20 years and needed to get home. So, being as woman unexpectedly stranded in ********, ***** without hotel accommodations, no alternative travel accommodation, no cell phone service and being a woman, *** put me in an unsafe condition. The shock put me in sort of a panic. I found wi-fi and used an app where I could contact my husband in the US to alert him, I was stranded. My husband worked during the night in the ** with ********* and finally got a ***** *** flight for my return back home to ******* **. The cost of that ticket added an additional cost of $1200.00 for my travel. We have made numerous phone calls to EVA *** for compensation for their *****, but they shift the responsibility to CheapOair. Numerous calls to CheapOair shift the responsibility to EVA ***. *** received full payment and was totally responsible for the difficulty, additional travel cost and pain I experienced. I am seeking cost of additional ticket, hotel accommodations and reimbursement for grief that *** caused. Seeking cost of additional ***** ***line: $1200.00 cost of a hotel accommodation: $ ****** cost of EVA ***** and my distress: $3000.00

Eva Airways is NOT a BBB Accredited Business.

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