from Thailand - June 18, 2019
Flew Economy Class
Customer Service: 0 out of 5 Stars.
Recently booked a ticket through evaair.com and had a very disappointing customer experience; booked a ticket last night at 10pm; accidentally hit the wrong date – called into customer care during operating hours firstly in Thailand (flight from BKK to LHR) to change to the correct date and have to pay an additional 5,000 baht penalty for changing the date on a flight literally booked moments before (the flight is more expensive, and that’s OK).
Called Taipei as well to see if they would wave it; same result, can’t change the penalty cost for changing the flight even if there is a mistake in the initial booking. Had to call 3 different customer care lines in Taiwan – most of them not even connecting. It was cheaper to cancel the entire transaction (a penalty of 3,500 baht instead); but they also hold the money up to 2 months – insane.
So I paid their penalty fee and call costs for a simple mistake prefaced by an online booking system that forward dated the months.
from United States - March 31, 2019
Flew Business Class
Impressive! I was in Business Class, 14 hours to Hong Kong……pleasurable flight with great service. Nice attentive cabin crew.
from - August 9, 2018
Flew Economy Class
Worst policy about Credit Card. I bought tickets for my daughter using my credit card so she can get from Japan to Canada. She almost missed the flight because they didn’t want to let her on the plane because she could not present the card. They claimed that it is for the security and fraud prevention. The tickets were purchased 4 months before flight and if there was any fraud, it should be discovered by now. I fly a few times a year with dozens of different air companies all over the world. This is a first time we got across of this stupid policy. Even if you bought the ticket for yourself, many things can happen to your original card, like canceled or replaced or expired. So you would have the same issue, because you would not be able to present the original credit card.
from United States - October 26, 2017
Flew Economy Class
I took a flight from Indiana to New York JFK in order to take international flight from Eva Airways, but due to the connecting flight delay, and wasn’t able to catch Eva flight. There was no one there at Eva ticket counter by the time when I got there but it was only afternoon. I waited at JFK for 11 hours and eventually there are couple reps from Eva showed up at ticket counter, since I was so exhausted for having myself got up to take early morning connecting flight, and just in order to catch up Eva flight, though there won’t be any additional charge since it was considered reasonable due to my last flight delay, but according to what they told that there will be $103 to switching to next flight no matter what, and I took my efforts to explained to them about the reason, but they still insisted charging me for additional fee regarding this incident. So I decided to call Eva customer service to see if they can help with this issue, but I was so disappointed since the rep on the phone declined to help me no matter how hard I’d tried to explained to them my situation to see if there will be a one-time courtesy wavier about this incident, but the outcome was even worse, the rep raised her voice and was being very rude, declined to help me again, and I was despaired with frustration for my first time taking international flight via Eva Airways. I would never anyone to take any international flight via Eva Airways.
from United States - August 16, 2017
we have a 3 hrs layover to taipei going to philippines. Both my parents are in wheelchair , while they are push to c3 gate they lost track of each other. my mom was brought to c3 gate boarding area 3rd floor and my dad was brought to c3 gate 2nd floor with the regular waiting area passengers with us. instead of bringing him to c3 waiting area with the other wheelchair bound passengers , 15 minutes past we started worrying about the whereabouts of my mother . i started looking for her in all gates from c1-c10, sweating profusely worrying about her medical condition shes diabetic . i went to every customer service desk to ask help in finding my mother. but to no avail i decided to go down near the transfer area desk, they accompany me checking each gates once again. during the ordeal of looking and worrying this airline people just give me blank reaction no helping words or encouragement. till i found my mom who all this is at the gate c3 boarding area. eva air wheelchair personnel has no strict rule or protocol to follow where to bring their wheelchair passengers. I want to file a formal complain just don’t know where.help,