ComplaintsforEVA Airline

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 25, 2023, my luggage was lost during a trip from ****** to ***********. EVA airline had agreed to pay a compensation of $200 and confirmed that the payment was sent out around Christmas in 2023. It has been 6 months and I still have not received the payment. I have made numerous attempts to contact the airline regarding the payment. The typical reply was "I need to check with the finance department." I have contacted them through phone and email. At this point, I believe that they are ignoring me and have not taken any steps to resolve this issue. I have attached all email correspondence with the airline regarding this issue.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am reaching out so that my complaint to the business does not go unnoticed. After a horrible experience with the airline --- particularly with the biased treatment of those who request wheelchair assistance --- I humbly request a response to my complaint email sent to ******************** on May 28, 2024 at 4:25AM eastern time. A terrible experience for a family who used EVA *** for the first time which has made a lasting impression of this airline service.

  Customer response

  05/29/2024

  I would like to cancel this complaint. Eva *** has responded to my initial email and is pending a follow up. Thank You! 

  Business response

  05/31/2024

  Dear BBB Resolutions Consultant,

  Thank you for bringing ******************** complaint to our attention.  We have reviewed the details of his case, as filed on May 28, 2024, and we deeply regret the distressing experiences he and his family encountered during their journey with *** Airways.

  On behalf of EVA *********************** we sincerely apologize for the inconvenience and frustration **************** and his grandmother encountered. We take such matters very seriously and are committed to addressing them promptly and effectively.

  We are currently conducting a thorough investigation with all relevant departments to ensure that the issues raised by **************** are addressed appropriately. We understand the importance of providing exceptional service, especially to passengers requiring special assistance, and we are taking steps to prevent similar incidents in the future.

  We have acknowledged receipt of ****************** complaint and have communicated to him that his case is of utmost importance to us. We have also assured him that we are diligently working on a resolution and will follow up with him promptly once the investigation is completed.

  Please find attached the acknowledgement email sent to **************** for your reference.  Thank you.

   

  Sincerely,
  

  *************************
  Customer Service *********************************************************
  Case no. ECSR/TPEWS/24003641 (BBB ID no. *********

  Customer response

  06/12/2024

  I would like to inform you that the case is NOT yet resolved as EVA *** has not followed up with me after acknowledging my complaint.
  
  Please leave BBB complaint open.
  

  
  

  Business response

  07/09/2024

  Dear BBB Resolutions Consultant,
  
  We appreciate the opportunity to address the concerns raised by the complainant, Mr. *************************** regarding he and his familys recent experience with EVA ***************************** We take all feedback seriously and are committed to ensuring the satisfaction and safety of all our passengers.
  
  Following a thorough review of ******************** case, we provided detailed explanations in our response dated June 26, 2024. While we regret that a full refund was not possible due to the completed itinerary, we appreciate ******************* understanding. In an effort to restore his confidence in our services,we offered EVA *** discount coupons totaling USD300 (USD 100 each for him and his two companions) on June 27, 2024.This gesture underscores our commitment to improving **************** and his family's future experiences with us. Additionally, we extended exclusive EVA *** merchandise items to each of them as an additional token of goodwill.
  
  In response to ****************** feedback on July 9, 2024, we respectfully upheld our initial offer of EVA *** discount coupons totaling USD300 (USD 100 each for him and his two companions), along with exclusive EVA *** merchandise item for each of them.
  
  We deeply regret any inconvenience or frustration **************** and his family experienced. Please rest assured that we have taken appropriate measures to address his concerns. We remain dedicated to providing exceptional service to our passengers and appreciate the opportunity to clarify our handling of this case.
  
  Please find attached the email correspondence for your reference.  Your attention to this case is very much appreciated.  Thank you.
  

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Terrible, terrible customer service. They prompt you to call a reservations number for help which is never answered. Absolutely absurd that they direct customers to a number that they know is not staffed, there is no ability to even go on hold, and no ability to receive a call back.Stay away from this airline - if you have any issue at all, it will not be resolved, because it is impossible to make any changes online and impossible to get in touch with a human.

  Business response

  04/05/2024

  Dear BBB,

  EVA Air has responded to the complainant to inform them the relevant department will contact them to address their concern.

  Sincerely,

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

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked round trip tickets for my parents between *** and PEK, and needed to cancel the return trip. The airline intentionally overstayed the one-way ticket that was used and allocated 75% of the fare to the portion that was used ($820 out of $1,100 round trip tickets paid). When I booked the tickets I also searched the one-way tickets to compare prices, the one way ticket was only about $100 more. They are not able to provide the detail support to justify the amount used and refused to refund. Also, an agent from ******* Reservations and ******************** called me and yelling at me saying I didn't calculated the refund correctly while the refund detail they provided had multiple mathematic errors. They are extremely unprofessional and rude towards their customers.

  Business response

  03/25/2024

  Dear BBB,

  Thank you for forwarding ************** complaint. We've replied to her complaint as attached. 

  Sincerely,

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

  Customer response

  03/25/2024

   
  Complaint: 21403816
  
  I am rejecting this response because: The merchant did NOT offer ANY resolution to the initial compliant as below. 

  The airline intentionally overstayed the one-way ticket that was used and allocated 75% of the fare to the portion that was used ($820 out of $1,100 round trip tickets paid). When I booked the tickets I also searched the one-way tickets to compare prices, the one way ticket was only about $100 more. They are not able to provide the detail support to justify the amount used and refused to refund. Also, an agent from ******* Reservations and ******************** called me and yelling at me saying I didn't calculated the refund correctly while the refund detail they provided had multiple mathematic errors. They are extremely unprofessional and rude towards their customers.
  
  Sincerely,
  
  *****************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I purchased an airline ticket for a flight on 10/23/2023 for $1451.95. They charged me on 10/23/2023 and 11/1/2023 for the same ticket. I spoke to them about getting a refund. They have not given me a refund yet. They told me I can use it for a credit for another flight, but I would rather have the refund. They told me it would take awhile, but it has been over four months, and I still do not have my refund.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am trying to use EVA Airlines miles to purchase a ticket from ****** to *******************). Before transferring miles from my credit card to Eva **** I called on Feb-16 to check the availability of the flight, which the attendant confirmed. After the transfer 248k miles *********** miles (186k EVA ***** Feb-19, ***'s website had more requirements to complete tge purchase of two seats. I had to create a profile for my daughter and sign up for the electronic services. After completion, on Feb-21, when I was about to make the reservation, the website indicated that I did not have enough miles and asked to purchase more (23k miles for USD 644), which I did based on the availability shown by the search page. On the same day, when I was finally able to complete the booking, with the flight results retrieved by the search page, *** Air indicated that the flight was not available. Meaning, I need to go through the whole process to check the award availability. I don't think this process is fair to the customer and I kindly asked *** Air to consider the refund of the purchased miles, since the site was showing and is showing available flights and also to revert my miles back to my credit card.Unfortunately, they said it cannot be refunded nor ***** returned to my credit card.

  Business response

  03/26/2024

  Dear BBB,

  EVA Air has contacted ******************** and is working with him to resolve his issues. 

  Sincerely, 

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

   

   

  Customer response

  03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we are still working together to solve the problem.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First of all, thank you for this platform. My English is not very good, so I use translation software to help me express the content of the complaint. The one-way ticket to ****** at 0:05 Eastern Time on February 9, 2024 was purchased through a third-party credit card. The amount is the upgrade payment provided by EVA **** Due to a slight accident before departure, my right foot was injured and I had abdominal pain, so I couldnt walk very smoothly. The airline refused to let me get on the plane. I had already passed the customs inspector. The EVA ****** staff asked the doctor over the phone to see if my condition would allow me to board the plane. I already stated that I had rested and the injured area was fine. The EVA ****** staff asked me to stand up and let him look at me, and then take two steps to let her look at me. I thought this was very disrespectful to me, but I did it anyway. This lady still refused to let me board the plane. Please tell me why I was insulted and had to stand up and take two steps to show him that I was fine. In the end, I was still unable to board the Evergreen flight. The ****** service customer service asked me to provide a doctors diagnosis certificate, but it was a ******* New Year and there was a weekend! All agencies are in a state of rest. I contacted the customer service staff of EVA **** US ****************** on the morning of February 9, 2024. Unfortunately, they did not care about the feelings of consumers. I feel that they insulted my dignity and spirit. The tormenting physical pain... I wonder if the organization can help me? Thank you for your patience in reading this!Because of my fathers disease, I will take the ***** Airlines direct flight to ****** at 11:25 pm on February 10, 2024. The return ticket will be on April 30, 2024 to ******** *** Airport.I paid by credit card for the upgrade. I paid the airline and submitted the total amount.

  Business response

  03/01/2024

  Dear BBB Resolutions Consultant,
  
  We appreciate the opportunity to address the concerns raised by the complainant, *************************** regarding her recent experience with EVA *********************** We take all feedback seriously and are committed to ensuring the satisfaction and safety of all our passengers.
  
  Upon receiving **************** complaint, we conducted a thorough investigation into the incident. Our ground-handling staff at *** ***port followed standard operating procedures and consulted with relevant authorities, including ************************************** (TSA) and MedLink, to prioritize the well-being of ************ and all passengers involved.
  
  Based on our findings, it was determined that ************ reported experiencing distress at TSA and exhibited signs of discomfort, raising concerns about her ability to undertake a long flight safely. Despite her insistence on boarding, our staff prioritized her health and safety, adhering to medical advice and safety protocols.
  
  Regarding **************** ticket status, we confirmed that her EVA *** ticket remains in an OPEN status.  As per industry norms, passengers who book tickets through third-party travel agencies are advised to coordinate refunds directly with them.  We provided ************ with clear guidance on how to proceed with any changes or refunds for her ticket.
  
  Furthermore, while upgrade charges through EVA ******* are typically non-refundable, we extend a gesture of goodwill by refunding the upgrade charge as a demonstration of our commitment to customer satisfaction.
  
  In conclusion, we deeply regret any inconvenience ************ experienced and assure BBB that we have taken appropriate measures to address her concerns. We remain dedicated to providing exceptional service to our passengers and appreciate the opportunity to clarify our handling of this case.
  
  Please find attached the email respond for your reference.  Your attention to this case is very much appreciated.  Thank you.
  

  
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a refund letter from *** airways, but my bank card was lost during travels. Therefore, I never received any of the refund. The ticket number is *************. I sent them email, and called their number. They never replied and their customer service line was not once available. Even the contact link from the refund letter is broken. Its been since the end of 2022, Im never going to get this money. The total price is $889.07, but refund was for half. I will never fly again using *** if I do not reserve refund. Please make this right, I like ****** and used you guys at least 3 or 4 times until this happened.

  Business response

  02/08/2024

  Dear BBB,

  Thank you for forwarding ************************** complaint. Our ticketing department has reached out to him accordingly.

  We appreciate your attention to this matter. Thank you.

  Sincerely,
  
  Customer Service ********************************************************* (JO)

  Business response

  02/08/2024

  Dear BBB,
  Thank you for forwarding ************************** complaint. Our ticketing department has reached out to him accordingly.
  We appreciate your attention to this matter. Thank you.
  Sincerely,
  
  Customer Service ********************************************************* ****

  Customer response

  02/12/2024

   
  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

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased 5 tickets from ****** to ***, 2 adults and 3 children through OOJO ************** After ticket booked, I realized later that I left out my children middle name. I called *** Air to request to add middle name to the ticket and was told to contact ****. I contacted **** on the correction and around midnight yesterday received 2 calls from them but didn't pick up, although did woke me up from my sleep. I then saw email from OOJO that *** Air is charging $50/ticket for name change. I called *** to express that $150 to add middle name is quite expensive and if they would willing to reduce the fee since I have 3 people to make the change. *** Air was not willing and to me charging that much when they could probably charge $50 for all at once or shouldn't be charged at all. Anyway, I'm disappointed with *** Air and hopefully BBB can help me with this matters. Thank you for your help!***************************

  Business response

  02/26/2024

  Dear BBB,

  Thank you for forwarding ********************** complaint. Our ticketing office has contacted her accordingly.

  We very much appreciate your attention to this matter. Thank you.

  Sincerely,

  Customer Service ********************************************************* (JO)
  

  Customer response

  02/26/2024

   
  Complaint: 21192307
  
  I am rejecting this response because: I still have to pay high fee to have name updated on the tickets. I had to get 5 tickets changed unfortunately and cost me $250 ??
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of transaction: Nov 9, 2023 The amount of money I paid the business: $5,139.10 The business commited to provide my child, my spouse and me a tround-trip *********** between *******, **, ** and *********, *********, *****.The nature of the dispute is: I was refused to check-in by EVA Airline on my return flight from *********, *********, ***** to *******, **, ****** on December 29, 2023 in **************************************, *********, *****.My Son, *********************, my spouse, ******************************* and I, *********************, reached the EVA Airline check-in counter located at **************************************, *********, ***** On December 29, 2023 at around 8:30 AM. However, we were told that only ******************************* and ********************* were allowed to check-in but not me, *********************, eventhoughI had all the necessary travel documents including a valid ****** Travel Permit for Mainland Residents which were notified when I booked the flights on EVA Airline official website.We ended up spending about $3,700 by taking ***** Southern Airlines from *********, *********, ***** to ***********, **********, ***** and from ***********, **********, ****** to *******, **, ****** by ******** Airlines..I have requested a full-refund from EVA Airline regarding the round-trip tickets, However, EVA Airline only partially refunded us $1,206.00 out of $5,139.10. We were extremely angry about the cheating, fraud and dishonest services EVA Airline provided which have caused mental and physical damage to us, especially *********************, a 3-year-old. If EVA Airline did not allow only me, *********************, to check-in on the return flight, they should have informed us and denied the transaction when we bought round-trip tickets.I am requesting a full-refund.Whether or not the business has tried to resolve the problem: No, the business only refunded me $1,206.00 out of $5,139.10.Ticket number: *************

*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. ↩