ComplaintsforEVA Airline

• Initial Complaint

  09/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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.

• 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.
  

  
  

*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. ↩