ComplaintsforEVA Airline

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint due to an unresolved issue I am currently having with Eva Airlines. On 8/12/22 I reached out to Eva Airlines and spoke to them about transferring points from my credit card onto *********** mileage program in order to book a flight for my honeymoon. They reviewed the details and told me that I should go ahead, transfer the points to *** *** and that I would be able to book the flight using the miles. I have a recording of the conversation which I have provided to **********'s representatives. Online it showed and still shows that you can book the requested flight for ****** miles per ticket for a business class seat with absolutely no mention of a waitlist. When I received the points into my Eva *** account and came to book the tickets, I was placed on a waitlist. Once this happened, I tried reaching an Eva *** customer service representative over the phone but could not reach anyone so I had to drive an hour to their Manhattan offices to speak to someone. This in itself was an awful experience---to have to drive to an airline's office because they have no one to speak to. The representative I met at their office was unable to remove me from the waitlist and confirm the booking but they cancelled my reservation, created a new one from their system along with a case regarding my troubles. They said they would forward the case to the executives at their headquarters and get back to me regarding removing me from the waitlist and confirming my reservation. My Eva *** case # is ECSR/NYCTT/2200005 Booking ref 5FF94B. I have not heard back from Eva *** and every time I called for an update I'm told they do not know when they'll get to this. I am requesting that *** *** address my case and remove me from the waitlist and confirm the reservation. This is for my honeymoon and now I am stuck with the points I transferred because the Eva *** rep advised me to. I feel scammed for being told to transfer the points, make the booking and then be waitlisted.

  Business response

  08/23/2022

  Dear BBB Resolutions Specialist,

  *** Air acknowledge receipt of this BBB complain case and already replied to complainant ************** on August 23,2022.

  We advised ************** that is general practice, airline release limited number of award seats subject to the status of booking on each flight and may be up to 360 days before departure of the flight for the passengers to plan ahead of time. The number of award seats may be very limited or unavailable on some flights or at some periods especially during the holiday peak seasons like December.
  

  During the award ticket booking process on *** official website, the waiting status of customer's booking clearly stated in several steps and before ticket issued. Regretfully , we are not able to accommodate ***************** request of confirming the award seats for his selected date at this instance.

  Your attention to this case is highly appreciated. Thank you.

   

  Customer Service Department

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

  America Head Office

  BBB Case ID# ********

   

  Customer response

  08/23/2022

   
  Complaint: 17725319
  
  I am rejecting this response because: When I initially reached out to EVA *** I was told I should transfer my points to their account from my credit card and that Id be able to book the flight I was interested in for my honeymoon. When I made the booking I was placed on the waitlist and requested from EVA *** in my initial complaint that they confirm my booking and remove me from the waitlist. After spending over 15 hours on the phone with them over the past 7 days and speaking to a dozen different supervisors at both **********'s US and ****** offices I realized they do not intend to accommodate me or help me confirm my flight. At that point I changed my request and simply asked them to return the points I transferred back to my credit card. They refuse to do this as well. 

  This is an airline that scams consumers and has very dishonest mechanisms on their website. For example, you can only see if a flight is available after you have enough points for it. Before I transferred my points I was not able to see whether or not the flight had a waitlist. I was only able to see the waitlist status once the points were transferred. Any other US Airline would not display a flight that is unavailable or would clearly state from the get go that the flight is waitlisted. 

  I have spent way too many hours being tormented by this airline. They have excessive wait times when calling, promised me many times that they'd call me back within a few hours and never called me back and have awful customer service.

  
  I am requesting that the BBB help me get EVA *** to transfer my points back to my credit card as they are no longer useable for the flight I transferred them for. This is a reasonable request and is not the initial request I made when filing my complaint.

   

  Sincerely,
  
  ***************************

  Business response

  08/31/2022

  Dear BBB Resolutions Specialist,
  
  Kindly be advised that EVA ********************** had already response to Mr. ****** request to return the points to his Citibank Credit Card account on our last email correspondence dated Aug.23.2022.
  
  In terms of mileage conversion from credit card, there is a solid, written rule published to our members indicated that Mileage earned from credit card cannot be re-converted back to the credit card points once they have been transferred to EVA *** award miles. ****** see attached screen shot and link for your reference.: : https://www.evaair.com/en-us/infinity-mileagelands/mileage-award-program/earning-mileage/award-miles-from-other-partners/credit-card/
  
  Additionally,Mr.****** ******************* Citibank also disclosed the same information which clearly inform their customers that the point transfer request *** not be canceled and the point in a submitted request *** not be returned to the ThankYou Account. ****** see attached screen shot and link ( Under Additional Information ) for your reference. https://www.citi.com/credit-cards/citi-premier-credit-card?category=travel-reward-credit-cards&intc=citihpmenu~creditcards~vac&afc=1C1
  
  Your attention to this case is highly appreciated. Thank you .

   

  Customer Service Department

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

  America Head Office

  BBB Case ID# ********

  
  

• Initial Complaint

  04/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought 3 plane tickets for myself and my two little kids to travel from ***** ******* to *********** on July 15, 2022. According to the ticket we need to transit in ****** ******. However ****** is currently enforcing a transit ban meaning no foreigners are allowed to transit in their country. Why did Eva Airlines sell me there three tickets knowing that the transit ban is still fully in effective? I cant get a refund since my tickets are non-refundable so I have to wait until the travel date to see if the flight will happen or not. I cant buy another tickets since I already paid over $1600 with Eva airlines and I risk having two sets of tickets if I buy them now. *** needs to stop selling tickets until they know for sure that the government has shifted the restrictions. Confirmation 6Z4XJU

  Business response

  04/27/2022

  Dear BBB,
  
  Thank you for contacting us regarding passenger ****************** recent experience with *** *********************** *** values all passengers and always commits to provide the best possible service to everyone who chooses to fly with us. 
  
  Pursuant to the Changes/Refunds of ***/UNI ********************** flights affected by COVID-19 Handling Guidelines published on *** official website, as transferring at ****** remains suspended, in compliance with the restriction, passengers holding ***/UNI *** tickets issued on/before April 26, 2022 with confirmed booking on ************************* flights through on/before 31DEC2022 that transferring at ****** are eligible to have the refund fee of the tickets and/or ancillary service fee be exempted.
  
  In reviewing passengers ticket rule, their tickets are refundable and our record indicated that **************** and her travel companions have submitted their ticket refund applications through ***s official website on April 27, 2022. Our ticketing office will assist to proceed the refund process accordingly.  
  
  We appreciate ****************** understanding and your attention on this case is appreciated. Thank you!

   

  Sincerely,
  
  
  Jan ********************************************************************************
  Case no. ECSR/*****/22000011

  Customer response

  04/27/2022

   
  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,
  
  Thank ******

• Initial Complaint

  10/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased ROUND TRIP tickets from Cebi City in the the Philippines to Tampa, FL In December 2019. All international travel was stopped.. We have been stranded here in the USA since March 23, 2020. We paid $3300 for the round trip tickets and were told by our travel agent that the airline would not honor our tickets after Dec. 31, 2020. Half of this fare is $1675... The airline will not reimburse us or give us credit toward our new return tickets... We just want to go home..EvaAir BR-031 24MAR 2020...

  Business response

  11/02/2021

  Dear BBB Resolutions Specialist,

  EVA Airways acknowledge receipt of this complaint case on November 01, 2021and it is now under the process. We send an acknowledgement email to Mr. Jones and need his assistance to provide the his ticket and booking information for us to further investigate. 

   

  Please find the attached acknowledgement email sent to Mr. Jones for reference. Thank you.

   

  Sincerely,
  

   

  Queena C***

  Customer Service Department

  EVA Airways Corporation

  America Head Office

  Case no. ECSR/SEATT/21000027  

   

   

  Customer response

  11/02/2021

  
  Better Business Bureau:
  
  Booking reference #******.. Date 18DEC2019... The airline will not honor their commitment to fly us home under the agreed terms of these tickets.  If they don't agree to rebook this flight, I would like a full refund or full credit towards future purposes..
  
  Sincerely,
  
  ****** *****

*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. ↩