ComplaintsforEVA Airline

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Initial Complaint
02/05/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
The business responded to the dispute but failed to make a good faith effort to resolve it.
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
The business failed to respond to the dispute.
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: *************
Initial Complaint
11/29/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dates of transaction and communication --Ticket purchase: October 16, 2023 First discussion with **************** Team: November 16, 2023. Issue not resolved and told I would receive a call back. No call back received.Second discussion with ****************: November 29, 2023 Issue/Complaint:When purchasing an adult ticket with a accompanying lap infant, we reached a character limit issue and I was not able to process the transaction. After calling customer service, I was redirected to the website where I started. I went ahead with the purchase on the website and left out the middle names so the ticket name was within ***'s character limitation. When calling customer service, I was forced to pay a name change fee even though I had no other option to purchase tickets. The customer service representative, **, was apologetic but said there was nothing they could do to avoid the fee. *** recognized the situation was not fair and a hidden fee I had no way to avoid without getting a hold of the customer service team in advance (which I did and was redirected to the website to purchase). Other airlines have ways to input the entire name without this limitation and make adjustments to the reservation free of charge. No one should be charged for their name being too long and no one should have to pay a hidden fee. I had no choice but to pay or lose the entire ticket fee and purchase on another airline.
Business response
01/25/2024
Dear BBB,
Thank you for forwarding the complaint.
EVA ticketing office has previously received the complaint and replied to passenger accordingly.
Sincerely,

Customer Service Department
********************
America Head **********)
Customer response
01/26/2024

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
11/16/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My wife and I purchased round-trip tickets to travel from ******************** to ****** and back to ******* (ticket numbers ************* and *************). The flight to ****** on Nov. 30 had to return to ******* after takeoff due to mechanical problems with the plane and the flight was canceled. My wife and I paid for upgraded seats (extra legroom for myself, seat choice for my wife), but we did not receive the benefits we purchased on the rescheduled flight which occurred the next day. We have tried to contact EVA Airline's customer service, but there is no email contact information provided and it is not possible to contact them by phone, and these problems with customer service are well-documented on ********************. We are requesting refunds for the seat charges ($170 for my seat, $70 for my wife's seat) that we paid for but did not receive.
Business response
01/22/2024
Dear BBB,
Thank you for forwarding ****************** complaint.
Upon receipt of this complaint, our related concerned department has proceeded with the chargeable seat refund ************ form of payment method.
Your attention on this matter is much appreciated. Thank you.
Sincerely,
Customer ****************** (JO)
********************
America Head Office

Customer response
01/25/2024

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
10/31/2023
Complaint Type:
Service or Repair Issues
Status:
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.
My wife and I were on flight BR0218 from ** to ******. The flight attendant was extremely rude. I asked for the Asian meal, she said she ran out in her cart and if I don't choose the Western meal, she would need to go all the way to get it. I politely said I'd appreciate it. She rolled her eyes, finally got the meal, and dropped it on my table with an attitude. My wife and I looked at her in shock, speechless. She just walked away. Then, one of our ***s got damaged by ***. We went back-and-forth with EVA *** damage claim, got nickel and dimed, finally received only half the value ($100) of the ***.
Business response
11/28/2023
Dear BBB,
Thank you for forwarding ************** complaint.
Upon thorough review, we learned that our team at *************** has already reached out to ********** and has resolved the issue of his damaged baggage with a settlement of USD 100, following the signing of an agreement.
Additionally, concerning the handling of our cabin crew service, please rest assured that we have escalated this matter to the relevant department for immediate attention and improvement.
We greatly appreciate ********** taking the time to express his concerns and provide us with valuable feedback.
Sincerely,
Customer Service ********************************************************* (JO)
Customer response
12/07/2023
This was not resolved to my satisfaction. *** paid only half the value of the damaged luggage. The response this not address the rude service either. I will not use *** again, strongly advise others to choose anorher airline.
Initial Complaint
10/18/2023
Complaint Type:
Product Issues
Status:
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.
Dear *** Air,You charged me $500 for two suitcases on October 8, 2023 to fly from ****, *********** to *******, *******, *** on your airline.However, your airline severely and irreparably damaged ALL 4 suitcases of mine in your care. All suitcases were damaged upon arrival, reported and shown to the Jet Blue office.Upon arrival 1 of the 4 suitcases was replaced by *****************************************, but the other 3 damaged suitcases were ignored.Please reimburse me the $500 charged for luggage paid to your airline and kindly pay me $250 each per suitcase (for a total of $500 refund + $750) to go out and buy replacement luggage.Please kindly refund me the $500 for luggage paid and poorly handled AND $750 to buy 3 replacement suitcases at ******** Anywhere else these suitcases will cost between $300 to $450 each.I will file written complaints with the Better Business Bureau to expedite the refund process and inform attorneys interested in launching a class action for ongoing luggage damage, airline negligence and consumer advocacy to refund wronged travelers.I will send the same letter with supporting accompanying images in subsequent emails hereafter.Sincere thanks.********************** - World Traveler, Travel Writer, Expedia Gold Plus Member ********************************************************** www.Tinyurl.com/PaulFDavis-Books www.PaulFDavis.com www.************.**
Business response
11/21/2023
Dear BBB
Thank you for forwarding ********************'s complaint. On behalf of EVA *********************** we sincerely regret to learn about the unpleasant experience *******************'s has encountered.
EVA New *********** team have contacted the complainant to thoroughly explained to him and respectfully declined his request for refunding his excess baggage fee and the damaged baggage compensation for the replacement luggage. It is suggested that he may contact the last carrier Jet Blue on this ticket for further assistance.
Once again, we sincerely regret to learn about the unpleasant experience ******************** has encountered. It is our goal to provide our loyal passengers the exceptional service in every aspect of their journeys. We appreciate ********************'s kind understanding and look forward to his continued patronage and the privilege of serving him in the near future. Thank you.
Sincerely,

*************************
Customer Service *********************************************************
Case no. ECSR/LAXSR/23000136 (BBB ID *********
Customer response
11/28/2023

Complaint: 20746436

I am rejecting this response because airlines have a duty to properly handle customers luggage. When they fail to do so and damage and break luggage, the airline must compensate and reimburse the passenger.
Eva Airline is still to blame for damaging my luggage and replacing it.
Sincerely,

************************ - world traveler who has touched 90 nations and been on Eva Airlines many times
Initial Complaint
09/14/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been trying to call *** air customer service for a week. I tried their contact numbers in *******, ***********, *************, and *******. I tried different time in the morning or in the afternoon. It always said the line was busy or the line was just cut off. I saw other customers complained about similar issues . Eve **** please provide us a valid customer service number or email. It is hard to believe an airline company offers no customer service at all.
Business response
09/21/2023
Dear BBB,
Thank you for bringing ************** complaint to our attention. ********* America ****************** has since contacted ********** and assisted him in updating his membership account information.
Your attention on this matter is very much appreciated.
Sincerely,

Customer Service ********************************************************* (JO)
Customer response
09/25/2023

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
07/18/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Dear officer,I would like to provide the situation what I have to face now.On March 20, I bought the round-trip tickets from ************* to ******* for my wife - **, Na and our son - Ji, ******, the confirmation # is 5Y85FC. The flights were more than 12 hours; I paid $170 per each person and selected the seats on *** ***** website, and I had received the set selected confirmation on same day - March 20. Attached are these invoices, total of $5,117.30 (Tickets of $4,437.30 and seats of $680). We haven't received any warning or reminder from *** *** regarding the ******* citizen (passport holder) must have the ********* **** prior to return to *****************, because they have a layover in **************.On June 1st, when I was trying to check in the flight for my wife and our son, the *** website didn't allow me to do it, because the child who is under age of 15, not allowed to sit in the exit row. I have tried to contact ***'s ******** service number ********** many times to change the seats, but no one answered. As result, my son sat in the regular seat despite we paid the extra $170.00 for the extra leg seat. On July 6, when my wife and son checked in at the counter in *******, the ***s agents told them that they can NOT fly back to *************, because my wife hold ******* passport even though she is a U.S. Green card holder, she require to have the ********* **** prior to check in; moreover, the agents said they are not ***s employees, and they asked my wife to call the *** ******** service in ***** to rebook or obtain refund. My wife tried to obtain a ********* **** for the layover, unfortunately she found there is no layover ****, only business or Tourist ****s which she is not eligible to apply. When she called the ***s ******** service, she was told that all of passengers from ***** to ***************** must be stop at **************; thus, there is nothing they can do or provide and only give $500 as a refund per each passenger.My wife and son visited my parents in law, my father-in-law had strokes 3 years ago and mother-in-law was in a car accident in April this year and was just had the surgery on her leg. She had used all of her paid time-off and must be back to ****** In order to keep her job; thus, we will have to pay whatever it costs in order to return to ************* as soon as possible.Few of concerns and questions about the *** ***:1. Is it not EVA airlines responsibility to inform the passengers who is the ****** citizen that they must have the ****** **** before booking the flights? Even though I had provided my wifes citizenship and passport number when I booked the tickets on the ***s website. How come they didnt inform us about the **** issue? Or any reminders? I think this is unacceptable and irresponsible. 2. I selected the exit seat after provide my sons age, why the website allowed me to select the seat but not allow me to make the change?3. ***s ******** service, I called ***s ******** services so many times, not only the 800 number, but the *************, **, *******, no any answers the phone. Not sure about the air carrier regulation in *************, but without ******** supports, how can *** still service in ****?4. *** must have their solution to solve the issue let the passengers fly back from ***** to ************* via their partners, but they do not care and only pay $500 as refund.I would file the case and keep you update on our costs and damages from our end. As a carrier, *** must to provide the information before their ********s purchase the tickets, provide better ******** services.Thank you in advance for your time and helps.*******
Business response
08/11/2023
Dear BBB,
Thank you for forwarding Mr. ******************* complaint. This serves to inform you that EVA ********************** has responded to Mr. **** complaint and thoroughly explained to him as attached.
To demonstrates our commitment to service excellence, *** specifically authorize to waive the refund/cancellation fee USD100/per ticket for Ms. ** and ********** partially unused PEK-TPE-*** tickets and refund in the amount of USD941.45/each ticket (ticket no. 695-2453244560 and 695-2453244561) based on involuntary refund calculations respectively via original form of payment method Master card ending **** expiry date 0626. In addition, the unused extra legroom seat fees USD170/each (EMD 695-4562669276 and 695-4562669277) for flight BR18 TPE to *** departing on July 6, 2023 will also be refunded respectively via the original form of payment method Master card ending ****.
We will follow up accordingly upon receiving Mr. **** email response agreeing with the partially refund amount and handling of Ms. ** and ********** unused inbound flight tickets and unused extra legroom seat fees.
Your attention to this case is very much appreciated. Thank you.

Sincerely,
*************************
Customer Service *********************************************************
Case no. ECSR/*****/23000007 (BBB ID *********
Initial Complaint
06/28/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I booked the trip on EVA *** website from ******* to Tapbei City (Flight #BR35) and ****** City to ******* (Flight #BR716) on June 4. When i arrived at *******, I was informed by the local ***port workers that my spouse and myself's 5 baggage were delayed. I waited for 3 days and someone finally delivered the baggages. I had to purchase some essentials while I was waiting for the luggages, including some basic clothing and toiletry, the total was around $550 CAD for me and my spouse. However, it has been a painful experience trying to contact EVA ******** service to get my expenese back. EVA **** if you this message, please contact me.
Business response
07/05/2023
Dear BBB,
Thank you for forwarding passenger, ***************************** complaint. Upon receiving *************************** complaint, we immediately forwarded to our airport offices to conduct the investigation. EVA ******* ************** has contacted ************** to follow up with his delayed baggage claim accordingly.
Your attention to this case is very much appreciated.
Sincerely,
*************************
Customer Service *********************************************************
Case no. ECSR/SEATT/23000019 (BBB ID no. *********

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