Complaints

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.

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased four round trip airline tickets for ******** (for Eva *** using travel agent ASAP travel) and then close to the date of travel I went to find seats on the plane and found there was only two one-way tickets in my name (not four round trip) - I called ASAP travel agent and they were told ******* cancelled tickets - I called EVA *** and they said they did not cancel tickets. I have tried working with **** - ******* and **** directly and have been instructed that this needs to be resolved with ******* and ASAP travel agent. This total cost includes insurance.

  Business Response

  Date: 03/05/2025

  Dear BBB and Mr. ******************* you for your feedback. To assist you more effectively, please provide additional details such as your ticket number(s), itinerary, and payment method. We will gladly investigate further and address your concerns.

  Sincerely,
  EVA Air North America Customer Service

• Initial Complaint

  Date:01/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Due to a family emergency, I booked a ticket from SEA to TPE with EVA *** on December 28th. Shortly after the ticket was confirmed, I realized I had mistakenly booked a one-way ticket instead of a round-trip. I immediately canceled the ticket and rebooked a round-trip flight to address this error. Despite my prompt action, ******* has refused to issue a full refund for the one-way ticket, citing a $275 cancellation fee and claiming I needed to contact them within 24 hours of cancellation to avoid the charge. However, their cancellation email provided no clear information or instructions stating that contacting them within this timeframe was required for a refund.This lack of transparency in their communication is unacceptable and demonstrates poor customer service. To make matters worse, I had to deal with this issue while managing a family emergency, which added unnecessary stress to an already difficult situation. It is unreasonable to penalize customers for not following rules that were never clearly communicated.

  Business Response

  Date: 01/30/2025

  Dear BBB,

  Thank you for forwarding Ms. ***** complaint. We've explained thoroughly our refund policy to her.

  Enclosed please find the email correspondence for your reference.

  Once again, we very much appreciate your attention on this matter. 

  Sincerely,
  
  Customer Service Department
  ********************
  America Head Office

  Customer Answer

  Date: 02/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is good to me.
  
  Sincerely,
  
  ******** ***

• Initial Complaint

  Date:01/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 address an issue regarding the charges applied when I recently attempted to change my flight booking. The receipt provided during my booking clearly states:Booking change fee (each time): USD 100 + Fare difference.However, despite selecting a new travel date with a fare lower than my original ticket, I was still charged a fare difference. This contradicts the stated policy and caused confusion and financial inconvenience.When I mentioned this to the customer service representative at ************, he stated it was because I booked through a third party. I clarified that I had booked directly through the *** website. Please ensure your employees are better trained or act honestly and honor what is clearly printed on the receipt.Thanks!

  Business Response

  Date: 01/30/2025

  Dear BBB:

  Thank you for forwarding Mrs. ******* complaint. We have thoroughly explained the matter to her in the attached email.

  Once again, we very much appreciate your attention to this matter.

  Sincerely,
  
  Customer Service Department
  ********************
  America Head Office

  Customer Answer

  Date: 01/31/2025

   
  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:12/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 December 6th, I traveled from ******* to ******** in *** Air's business class, transferring in ******. Upon arrival in ********, I found several of my suitcases severely damaged, including a silver suitcase with multiple evident cracks (valued about $200, see attachment). Additionally, two cans of milk powder inside, valued at approximately $50, were completely crushed. As a frequent traveler, I have never before experienced such rough handling of my luggage.I immediately reported the incident to *** Air. However, their service team in ******** delegated the matter to another airline agency. They offered compensation of 300 RMB, which is far from sufficient to cover the damages incurred. Moreover, as I am a permanent resident of *****************, I repeatedly requested compensation in USD, but they ignored my requests and decided to compensate in ***. This not only underestimates the extent of the damage but may also reflect an unfair bias due to my status as a Chinese national.I find this approach both inappropriate and disrespectful, failing to meet the standards expected from an international airline. I urge that the compensation is fairly adjusted and issued in USD, in line with the financial loss I have sustained.

  Business Response

  Date: 02/27/2025

  Dear BBB,

  Thank you for forwarding Dr. **** complaint.

  Our airport office in ******* has contacted Dr. ** and settled the baggage claim.

  Your attention to this matter is greatly appreciated.

  Sincerely,
  
  Customer Service Department
  ********************
  America Head Office 

  Customer Answer

  Date: 02/28/2025

   
  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:12/22/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  My family and I were supposed to take EVA *** BR383 from ****** to *************** on 8/2/2024. We had ****s given by the ********************* but there was a small issue on our child's ***** We contacted our travel agent to have them fix the issue and our agent said that they could fix it before we would arrive in *******. But the *** attendant at the booking counter refused to allow us on the flight, making us cancel our flight. We were forced to book with another Airlines for later that day (China Airlines) that allowed us to fly to ********Upon landing, we discovered that Vietnam actually has **** on arrival service at the airport, so *** should NOT have refused us boarding due to the small issue with our child's ***** We could have simply fixed it at ****************We have also recently learned from our friends who took Star Lux to Da Nang, that they had the same issue with their child's **** and ******** allowed them to board. Our friends were able to pass through Vietnam immigration at ******* without any issues.I am requesting *** to refund the total amount for our three BR383 tickets as it was completely unnecessary to refuse us boarding. I am also requesting *** to refund the total amount for our three China Airlines tickets we were forced to purchase instead because of ***'s mistake.

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had a flight out of *** to *** last Sep 19 and going back *** to STL Oct 20 My complaints are as follows:1. I entered my global entry a week prior my flight, still me and my toddlers tickets did not get tsa precheck checkmark in our tickets thus we need to ho through yhe entire hassle of taking out electronics and liquids - the main reason I got GE for both me and my daughter is because its just the 2 of us and we need to make the process easier especially during the security process andthey told me that because we didnt have the checkmark thats why.2. Also in the *** airport going back I was informed that the stroller, the carry on and the personal items should all equate to 7kgs in total. How on earth can that be? Going out I didnt have a problem but going back it was an issue?!In your website it says:In addition to free checked baggage allowance, each infant or child is allowed to bring a fully collapsible stroller/pushchair, or infant carrying basket, or car seat can be checked as baggage or be accepted as a carry-on in the passenger cabin subject to the availability of space. If the stroller is checked, please remove the stroller accessories to avoid ******* stroller fits the overhead cabin same stroller that i brought coming out so I am not sure why it was allowed going to *** as separate from carry on but not the same after? They said the rules are different per country?! How can you do this to your customers? They also said I am only allowed 7kgs when in fact I paid for my toddlers seat.

  Business Response

  Date: 12/04/2024

  Dear BBB,

  EVA Air has responded to Mrs. ***** to clarify the policies regarding her concern. Please find attached document for reference. Thank you.

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

• Initial Complaint

  Date:09/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Subject: Request for Full Refund Due to Travel Restrictions for Chinese Passport Holders Dear *** Air Customer Service,I hope this message finds you well. I am writing to formally request a full refund for my booking due to Taiwanese regulations that prohibit Chinese passport holders from entering *******On 08/04/2024, I booked two tickets for travel from *********, *****, to ************************************, with a connection to *******. My booking reference is 6DRR5L. During the booking process, I clearly specified that both passengers are Chinese citizens holding a U.S. I-551 ***** The total cost for these tickets was $1,272.57 USD.On the morning of the scheduled departure, I received a call from ************************************** advising me that, as Chinese citizens, the passengers would not be allowed entry into ******. The airport staff strongly urged me to cancel the flight and refrain from going to the airport. They were surprised that ******* had not informed me of this restriction.Immediately following the call, I canceled the ******* tickets and had to make alternative travel arrangements with United Airlines, which incurred an additional cost of $1,914.60 USD.Given that I had clearly disclosed the passengers' **** status during the booking process, these tickets should not have been sold to me due to the travel restriction. Furthermore, the lack of notification from ******* regarding this critical issue caused significant inconvenience and financial loss.Therefore, I kindly request a refund of $1,914.60, as I believe the failure to inform me of this important travel restriction constitutes an oversight on *******'s part.Please let me know if any additional documentation is required to process this refund. I appreciate your prompt attention to this matter and look forward to your response.Thank you for your understanding and assistance.Kind regards,******* ****

  Business Response

  Date: 10/23/2024

  Dear BBB Resolutions Consultant,
  

  Thank you for the opportunity to address the concerns raised by Mr. **** regarding the travel experience of Mr. ****** *** and **** ****** **** on their *** ********************** journey from ********* (CAN) to ******* (ORD) via ****** (TPE) on September 9,2024.

  We have conducted a thorough review of this case and sincerely regret the inconvenience experienced by Mr. *** and **** **** due to the travel restrictions they encountered.  Below is a summary of the situation and the actions taken by our team to resolve the issue.

  During the pre-flight review on September 8, 2024, our team at ************************************** identified that both Mr. *** and **** **** were traveling on Chinese passports.  According to Chinese immigration regulations, Chinese passport holders transiting through ****** to a third country when departing from ******** ***** must possess specific travel documents. Unfortunately,Mr. *** and **** **** did not have this required permit, which prevented them from departing ********* for ****** on flight BR708 as originally planned.

  In an effort to avoid any disruptions at the airport, our team proactively contacted ******* on September 8 using the phone number provided in the reservation. During this conversation, it was confirmed that Mr. *** and **** **** only held Chinese passports and U.S. Green Cards, and they lacked the necessary travel documentation.  Consequently, our team informed him that passengers would be unable to board flight BR708 on September 9, 2024, and recommended adjusting their itinerary accordingly.

  While we empathize with the inconvenience this situation may have caused, we would like to clarify that airlines are required to adhere to immigration regulations set by government authorities. It is ultimately the responsibility of passengers to ensure they possess all necessary travel documents in accordance with the laws of the countries they are traveling to or through. This policy is outlined in *** ********************** General Conditions of Carriage, which were communicated to the passengers.
  
  To assist Mr. *** and **** **** in this situation, *** ********************** promptly processed a refund for their unused tickets (ticket numbers 695-2458211433 and 695-2458211434) after deducting the applicable cancellation fee per ticket fare rules.  A total of CNY2,619 per ticket was refunded to the original payment method.
  

  Regarding Mr.Chens request for reimbursement for alternate travel arrangements made on United Airlines, we regret that we are unable to provide compensation for those tickets, as it remains the passengers' responsibility to secure the required travel documents prior to departure.

  We take this opportunity to express our sincere regret for the challenges encountered by ****** and **** **** during their travel experience. *** ********************** is committed to providing high-quality service to our passengers, and we value their feedback as it helps us improve our offerings. We hope to welcome them onboard again in the future for a smoother travel experience.

  Please refer to the attached email sent to Mr. **** for further details.  Your prompt attention to this matter is greatly appreciated.
  
  Sincerely,
  Customer Service Department
  ********************
  America Head Office
  Case no. ECSR/SEATT/24000020 (BBB ID *********

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22330949
  
  I am rejecting this response because: Dear *** ********************** **************** Team,
  Thank you for your response regarding my concerns over Mr. *** and Mrs. ****** disrupted travel experience. However, I must respectfully disagree with the proposed resolution and partial refund issued. My expectation remains a full refund for the original amount paid for the tickets, given the circumstances.
  Here are the key points I would like to address:
  Communication and Proactive Customer Support:
  While I appreciate that *** ********************** attempted to notify me about the issue on September 8, the timing was not sufficient for us to make alternative arrangements. The limited notice provided left us with few feasible options for rebooking with another airline. Given the constraints of obtaining the required permit and the critical travel dates, *** **********************' notification came too late to allow us to avoid incurring substantial additional costs.
  Responsibility and Travel Document Requirements:
  I understand that it is ultimately the passengers responsibility to hold the necessary travel documents, as outlined in *** ********************** General Conditions of Carriage. However, *** **********************, as the carrier, has a duty to ensure passengers are well-informed about such requirements in a timely manner. In this case, more advanced communication would have enabled us to act sooner and minimize the financial impact. Additionally, while *** ********************** states that travel restrictions are clearly outlined, passengers could benefit from more accessible, proactive guidance regarding unique transit requirements, such as the Taiwan permit for Chinese nationals.
  Refund Policy and Exceptional Circumstances:
  Although the refund processed reflects *** **********************' standard cancellation fees, I believe that the airline should take full accountability given the exceptional circumstances and the proactive action we attempted in response to *** ********************** notification. These events directly resulted in significant financial losses due to last-minute ticket purchases with United Airlines. Therefore, I am requesting a full refund of the original ticket amount paid, without deduction of fees, given that we could not complete the travel as planned due to requirements beyond our control.
  Commitment to Customer Satisfaction:
  *** ********************** has emphasized its commitment to providing high-quality service. I urge the airline to reconsider this case from a perspective of customer care and satisfaction. Given the circumstances, a full refund would demonstrate the airlines commitment to addressing the financial and logistical burdens this situation caused.
  I appreciate your attention to these points and respectfully request that you reconsider my case for a full refund. I look forward to a resolution that better aligns with the service standards *** ********************** strives to uphold.
  Thank you for your time and understanding.
  
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:09/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Paid $185 to EVA *** for a seat selection with extra legroom. No indication at all that this seat (60c) was actually narrower than a regular economy class seat. This made the 12-hour flight extremely uncomfortable. I have tried multiple times to contact customer service myself with no luck

  Business Response

  Date: 09/24/2024

  Dear BBB,

  EVA Airways has responded to Mr. ********* to explain that the extra legroom seats are the same size as regular economy seats, but provide more legroom. Please see attached response.

  Thank you.

  EVA Airways North America Customer Service

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22249627
  
  I am rejecting this response because:

  Thank you for the response. However, I do not find this solution acceptable. I paid in good faith for my ticket. The offer of coupons and the restrictions you apply on these, no ability to book online, expire in 1 year, I find unacceptable.
  I would like my fee of $185 refunded.
  In light of your admission to my initial complaint, should a refund of the stated amount not be forthcoming, I shall seek to initiate legal recourse.
  ****** *********

  
  On Fri, Sep 27, 2024, 1:24?PM Laxsrbr <****************************> wrote:
  
  Dear Mr. *********************** you for your continued correspondence and for providing additional clarification. After further review with the relevant departments, we can confirm that the seat in question is narrower than standard economy seats. We sincerely apologize for this discrepancy and appreciate your bringing it to our attention.
  
  In light of this, we would like to extend to you *** *** discount coupons totaling USD200.  These coupons are specifically intended to offset the cost of the chargeable seat you purchased.  We hope this gesture demonstrates our dedication to resolving the matter to your satisfaction and provides you with added flexibility in planning your future travels with *** Airways. 
  
  Kindly note that these coupons are valid for one year from the date of issue and are fully transferable, allowing you the flexibility to gift them to family or friends.  These coupons can be utilized for the following purposes:
  
  Purchase *** *** ticket(s) through either *** ********* ****** or *** contracted travel agencies (exclude taxes and fuel surcharge and not redeemable online)
  Pay for fare difference and surcharges upon changes of itinerary (           exclude taxes and fuel surcharge)
  Pay for excess baggage fees
  Purchasing in-flight duty free item(s) onboard
  
  To proceed with accepting this offer, kindly respond to this email with your current mailing address and contact number.  Upon receiving your confirmation, we will promptly initiate the process to issue the *** *** Discount coupons and dispatch them to your mailing address.
  
  Once again, Mr. ********** we thank you for bringing this matter to our attention.  It is our goal to provide our loyal passengers the exceptional service in every aspect of their journeys.  Your feedback is invaluable in helping us improve and enhance our service standards. Thank you for choosing *** Airways.  We appreciate your understanding and patience as we work to address this issue, and we eagerly anticipate the opportunity to provide exceptional service to ensure a better experience for you future travels.
  
  Sincerely,
  
  ****** *.
  Customer Service Department
  ********************
  America Head ******
  Case no. ECSR/SEATT/24000019 (BBB complaint 22249627)
  

• Initial Complaint

  Date:09/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hi, I am reaching out to complaint about the most unpleasant service I have ever received from an airline and misleading activities by *** **** I purchased Premium Economy tickets from SG-******* and *****. As I needed to change the travel dates due to my illness, I was unable to do so over the phone as the offices were closed. Hence I had to change the dates online and *** website automatically degraded our seats to regular economy without providing any option or explanation. When I raised this issue at the check in counter, the duty supervisor was EXTREMELY unprofessional and rude, accusing me of doing something wrong. She even told me that I should have gone to LAX airport to change our tickets despite of knowing that I was very sick. I am also a loyal Krisflyer member (#**********) and I am extremely disappointed to see that EVA airline belongs to a global aviation alliance with such unprofessional service and fraudulent business practices. I will definitely raise this issue to Star Alliance and file complaints to proper authorities including BBB in ***. Please find my flight details below. Original Tickets:********************* Rabbi ** (ADT)Booking ref : 5ORVTF Ticket number : 695 2456826158-59 Rabbi ****** **s (ADT)Booking ref : 5ORVTF Ticket number : 695 2456826156-57 ************************* Miss (CHD)Booking ref : 5ORVTF Ticket number : 695 2456826160-61 Changed tickets:********************* Rabbi ** *********** number : 695 ********** ************************* Miss (CHD)Ticket number : 695 ********** ************ **s *********** number : 695 **********

  Business Response

  Date: 09/10/2024

  Dear BBB Resolutions Consultant,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration experienced by ***********************, *************************** and Miss ********************* while rescheduling their inbound travel dates with *** Airways.

  Following a thorough review of Mrs. ****** case, we learned that when the change was made online, Premium Economy seats were unavailable on the selected dates. As a result, the system automatically offered Economy Class seats, as indicated on the flight summary page prior to the completion of the transaction. The passengers decision to proceed with the revised booking was interpreted as acceptance of the new fare class.

  To address this issue and uphold our commitment to customer satisfaction, our Singapore office promptly contacted Mrs. ************ As a gesture of goodwill, we offered a refund for the fare difference and the change fee, totaling SGD993 (SGD361 x 2 for the adult tickets and SGD271 for the child ticket). Mrs. ***** accepted this offer, and the refund was processed to the original payment method on September 9, 2024.

  We deeply regret any inconvenience or frustration Mrs. ***** and her family experienced.  We value their patronage and hope this resolution reflects our dedication to providing excellent service.  Your attention to this case is very much appreciated. Thank you.

  
  *************************
  Customer Service Department
  ********************
  America Head Office
  Case no.ECSR/TPEWS/24005208 (BBB ID *********

• Initial Complaint

  Date:08/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hi,I would like to be said *** is working as scammer.I booked a round trip with *** through Flighthub which was on July 11 and July 24:- Departure trip were YYZ-TPE and TPE-SGN;- Returning trip were SGN-TPE and TPE-YYZ.But a unexpected reschedule for the returning trip on July 24 happened because of the typhoon. In detail, *** made a changed for the connecting flight from *** to *** to a earlier schedule that made an misconnection between two filghts of the returning trip.Hotline for customer service couldnt connect; their partner offered a returning trip that would be 10 days after July 24.Because of living spending and work, I had to spend another ticket of another aircraft urgently.And *** called me after I made a complaint and said if I contacted them directly, they would offer me an alternatives in 2 days after. But how could I contact them? They also asked me about the amount of refund that their partner informed me. They didnt match.

  Business Response

  Date: 11/22/2024

  Dear BBB,

   

  EVA Airways has responded to Ms. ***** and resolved her concerns. Please find attached document of the correspondence for reference.

   

  Sincerely,

   

  Customer Service Department

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