Customer Service & Contingency Plan

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EVA Airways is in business to provide safe, dependable and friendly air transportation to our customers, along with numerous related services.

Contingency Plan

EVA Airways is in business to provide safe, dependable and friendly air transportation to our customers, along with numerous related services. We are dedicated to making every flight you take with us something special. Your safety, comfort and convenience are our most important concerns. 

Read the EVA Air Contract of carriage 


Contingency Plan for flights to/from U.S.

EVA will provide for the essential needs of our passengers during flight irregularities, such as flight diversion, cancellation or a lengthy tarmac delay. 

Each EVA airport office in the U.S. has a comprehensive contingency plan to response the irregularities. We always keep in close coordination with local airport authorities and our code-sharing partners. We ensure that adequate resources are available, and designate an in-charge person to handle all arrangements, as well as to communicate with our Flight Operations Division and your flight crew.

When a flight happens to have a lengthy tarmac delay, passengers will be offered snack/food and water no later than two hours following gate departure or flight touchdown. EVA will also provide medical assistance to passengers in case of urgent medical attention. Aircraft lavatories will be ready for service. Announcements will be made every 30 minutes onboard aircraft during a tarmac delay. Passengers will be advised that they have the opportunity to deplane from an aircraft that is at the gate or another disembarkation area with the door open if the opportunity to deplane actually exists. Once the flight is ready to depart again, and a passenger who has deplaned cannot return to board on time, EVA has the right to depart the flight without those passengers. Besides,Passengers will be given the opportunity to deplane if the delay exceeds four hours but it will also subject to safety, security or ATC reason.