FAQ

EVA Air approves the use of hearing aids, heart pace-makers and other medical devices. Other electronic equipment, including mobile telephones, portable radios, radio-controlled toys/devices etc., cannot be operated aboard the aircraft. If you have any questions about your personal equipment, please consult the EVA Cabin Crew before operating it.

First, EVA sincerely regrets causing you any inconvenience. 

As soon as you discover your baggage has been delayed, stolen, lost or damaged, please contact EVA airport personnel and submit a written claim report. Please remember that all claims for delayed, stolen or lost baggage should be lodged with the carrier immediately and in writing. Claims must be submitted within 21 days. For damaged baggage, claims must be submitted within 7 days.

Liability for Checked Baggage

Liability for checked baggage is limited in accordance with the relevant convention governing international air travel unless a higher value has been declared in advance and excess value charges have been paid. The relevant convention is subject to the provisions of the applicable Warsaw Convention or Montreal Convention, and the terms of EVA AIR General Conditions of Carriage.

Liability for Unchecked Baggage 

Carry-on (unchecked) baggage includes items that you carry with you into the aircraft cabin and keep under your custody throughout the flight. EVA is not liable for any loss of or damage to carry-on (unchecked) baggage unless such loss or damage is caused by EVA's negligence. Under such a circumstance, EVA's liability is limited in accordance with the relevant convention governing international air travel . The relevant convention is subject to the provisions of the applicable Warsaw Convention or Montreal Convention, and the terms of EVA AIR General Conditions of Carriage. 

Please remember that EVA Air is not liable for loss, damage, or delay in delivery of perishable property and baggage with inadequate packing, nor for damage to or damage caused by fragile articles, liquids, or perishables. EVA Air’s liability may be limited for the loss of, damage to, or delay in delivery of medicines, orthotics (medical support devices), money, jewelry, silverware, negotiable papers, securities, business/personal documents, spirits, books/manuscripts, optics, keys, publications, blueprints, paintings/works of arts, sound reproduction equipment, business samples, artistic items, irreplaceable items, photographs, business equipment, natural fur products, antiques, heirlooms, collectibles, artifacts, precious metals/stones, photographic/audio/video equipment and related items, computer hardware/software or electronic components/equipment.

Checked Baggage

According to the section 399.87 requirement by U.S. Department of Transportation (US DOT), for passengers whose ultimate ticketed origin or destination is a U.S. point, U.S. and foreign carriers must apply the baggage allowances and fees that apply at the beginning of a passenger's itinerary throughout his or her entire itinerary.
In the case of code-share flights that form part of an itinerary whose ultimate ticketed origin or destination is a U.S. point, U.S. and foreign carriers must apply the baggage allowances and fees of the marketing carrier throughout the itinerary to the extent that they differ from those of any operating carrier.
So if passengers whose ultimate ticketed origin or final destination is a U.S. point, the free baggage allowance for the complete itinerary shall apply the exceptional rules governed by US DOT and determined by the first carrier. You may contact your travel agent, check our Interline partners or contact EVA AIR ticketing offices for details.

For infant not entitled to a seat, in addition 1 checked or carry-on fully collapsible stroller/pushchair or infants carrying basket or car seat, which may be carried in the passenger cabin subject to the availability of space.

We welcome accompanied pets, including cats, dogs, rabbits and seeing eye/hearing aid dogs on EVA operated flights. Please contact EVA Air to confirm the conditions of transportation. Subject to regulations in the country where your flight originates, animals can be carried as checked baggage in a temperature-controlled compartment. Please contact EVA Air to get transportation details for other animals. Please note: effective from Sept. 1 2006, EVA Air does not accept any pets, excluding seeing eye/hearing aid dogs, to be carried in the cabin as unchecked baggage. 

Note: 

Pets and guide dogs must be healthy, harmless, clean and odorless. They must be safely contained in a leak, escape and claw-proof container or cage. You must provide sufficient food and water for consumption during the journey. 

Pets carried in the cabin cannot be fed inflight. The weight of an animal carried on cannot exceed 5 kg/11 lb, and dimensions of the carrying cage must comply with unchecked baggage requirements. The number of pets allowed as unchecked baggage is limited on each flight. Please contact EVA Air for more details. 

Please note: Effective on Sept. 1 2006, EVA Air does not accept any pets, excluding seeing eye/hearing aid dogs, to be carried in the cabin as unchecked baggage. 

Accompanied seeing eye/hearing aid dogs will be carried free of charge. There is a service charge for carriage of other pets. Please contact EVA Air for more details. 

There are no special regulations on size or weight for seeing eye/hearing aid dogs carried in the cabin. Dogs must be properly harnessed and muzzled, remain at the feet of the master, and, if possible, lay on the floor next to the cabin wall. 

Select a container or cage suitable for air travel and large enough for the animal to stand upright and lay down comfortably. 

Research shown that Brachycephalic animals (snub-nosed, short snout or flat face) are very sensitive to the changing of temperature because of snub noses. They have a high potential risk of breathing trouble during air transportation, causing negative health impact to the animals. As a result, the following Brachycephalic animals, including dogs and cats, will not be accepted for carriage during the high temperature season from Jul. 01 to Sep. 30: 

Dog 

All Terriers 

All Boxers

All Pugs 

All Bulldogs

All Spaniels

All Mastiff

Brussels Griffin

Chow Chow

Japanese Chin/Chin Chin

Lhasa Apso

Pekinese

Pit Bull

Shar Pei

Shih Tzu 

Cat

Himalayan

Persian

Exotic shorthair cats

Unchecked baggage will be allowed on board only if it can be safely stowed under your passenger seat or in the closed overhead bin. EVA has placed 'Test Units' at either its check-in counter or boarding lounge in each airport to help you determine whether or not your baggage must be checked. For flight safety, unchecked baggage that exceeds EVA requirements will be checked and carried in the luggage compartment. 

Free Carry-On Items: 

Each passenger can carry ONE piece of hand baggage as long as its size does not exceed 56x36x23cm, 115cm(45 in) total, and the weight is less than 7 kg(15 lb.) and: 

• Infant food and a bag of supplies for use and proper care during the flight. 
• One infant carrier or fully collapsible stroller/push chair (will be loaded in the luggage compartment if stowage space is not available in the cabin). 
• Wheelchairs/Crutches/Braces/Prosthetic Devices on which a disabled passenger depends (to be loaded in the luggage compartment if stowage space is not available in the cabin). 
• One laptop.

The policy below applies to tickets issued on or after Sept. 15, 2012.
(View the policy for tickets issued before Sept. 01, 2012)

Baggage in excess of EVA AIR’s free allowance will be subject to excess baggage charges, please click here for the charge table.

• The weight system :
  It is divided into four zones (Zone1~4). Excess baggage charge is calculated per kilogram (2.2 lb) on a Zone Basis.
• The piece system :
  It is divided into three zones (Zone5~7). Excess baggage charge is calculated per piece on a Zone Basis. An additional charges will be charged for any checked baggage which is overweight or oversize.
  
• Special baggage :
  Some different regulations and charges  apply to special baggage, please contact EVA Air reservations 24 hours prior to your departure. Click here for passenger hold ticket issued before Sep. 15, 2012; click here for passenger hold ticket issued on or after Sep. 15, 2012 or contact EVA Air ticketing offices  for more details.
  

Note:

• Whether your luggage will be assessed by the piece or by weight, we recommend that you not pack any single piece of baggage heavier than 32 kg/70 lb. to prevent injury to yourself or to the baggage handlers.
  
• Any single piece of baggage heavier than 45 kg/99 lb. requires advance application with EVA so that proper preparations can be arranged. Because of structural limitations on some types of aircraft, any single piece of baggage heavier than 45 kg/99 lb. could be denied loading. Please contact EVA Air or ticketing offices in Taiwan for details.
• Because of structural limitations on narrow body aircraft MD90, EVA Air does not accept any liquid material shipped in drums as checked baggage.

EVA Air will check through your baggage to the final destination according to the following rules. However, if you are going to travel on another carrier’s flight to connect to BR’s flight, please contact that carrier for their baggage rules. 

• Confirmed reservation on a onward-connection flight. 
• Transfer time is within 24 hours. 
• Transfer point is at the same airport.
• There is an interline Baggage Agreement between EVA Air and the onward connection carrier.
• The checked baggage complies with the laws of the country.

For flight safety reasons, dangerous goods as those listed below shall not be carried in your baggage:

• Compressed gases, regardless of flammability or toxicity (such as butane, oxygen, liquid nitrogen and diving tanks)
  
• Corrosives (such as strong acids, strong alkalis, mercury, mercury-containing devices and wet cell batteries)
  
• Explosives (such as ammunition, fireworks, firecrackers and flares)
  
• Flammables (such as lighter fuels, matches, paints, thinner and igniters)
  
• Radioactive materials
  
• Briefcases and security-type attaché cases with installed alarm devices
  
• Oxidizing substances (such as bleaching powder and peroxides)
  
• Poisonous and infectious substances (such as pesticides, weed-killers and active viruses)
  
• Other dangerous goods (such as magnetized materials, offensive weapons or irritants)

In compliance with regulations and to assure cabin safety, the exit seats cannot be assigned to a passenger who falls into the following categories: 

• Does not have sufficient mobility, strength or dexterity in both arms/hands or legs; 
• Less than 15 years old; 
• Does not have the ability to read or understand printed or graphic instructions related to emergency evacuation; 
• Does not have sufficient visual capacity to perform applicable functions without the assistance of visual aids beyond contact lenses or eyeglasses; 
• Does not have sufficient aural capacity to hear and understand instructions by cabin crewmembers without assistance beyond a hearing aid; 
• Does not have the ability to convey information orally to other passengers; 
• Has the responsibility of caring for small children; 
• Deportees or their escorts; 
• Traveling with service animals (ex: guide dog); 
• A passenger with baggage carried on another seat; 
• With any condition that might cause bodily harm if performing any of the functions above. 

If you have been assigned an exit seat, you may be asked to perform the following functions when a cabin crewmember is not available: 

• Be able to locate the emergency exit; 
• Be able to recognize the emergency exit opening mechanism and the operation instructions; 
• Be able to read and understand the instructions for operating the emergency exit, follow hand signals and oral directions given by crewmembers 
• Be able to stow or secure the emergency exit door so that it will not obstruct use of the exit; 
• Be able to activate and stabilize the slide after deployment to assist others in getting off the slide; 
• Be able to assess, select, and follow a safe path away from the emergency exit and aircraft. Be willing to help other passengers away from the plane. 

If you cannot or do not wish to perform these functions, please inform a ground staff or cabin crewmember to be reseated. Your compliance with the regulations and assistance to cabin safety will be highly appreciated.

• For calls made from within the United States, by telephone via the Toll-Free-Hotline for Air Travelers with Disabilities at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY), 
• By telephone to the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY), 
• By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave., SE., West Building, Room W-96-432, Washington, DC20590, 
• On the Aviation Consumer Protection Division's Web site.

EVA Air approves the use of hearing aids, heart pace-makers and other medical devices. Other electronic equipment, including mobile telephones, portable radios, radio-controlled toys/devices etc., cannot be operated aboard the aircraft. If you have any questions about your personal equipment, please consult the EVA Cabin Crew before operating it.

Yes. EVA Air now offers a check-in service for some return flights. 

If you depart from Taipei, Kaohsiung, Hong Kong or Macau and have a return flight departing within 48 hours, you will receive the boarding passes for both sectors when you check in for your first flight. If you have baggage to check in, please do so at least one hour before your scheduled departure.

You are entitled to access the VIP lounge with following qualifications:

• Premium Laurel/Business Class passengers 
• Evergreen Club Diamond Card members 
• Evergreen Club Gold Card members 
• Evergreen Club Silver Card members
  (Note: Silver Card members traveling with any EVA Air’s international flights can access EVA Air VIP Lounge at TPE/BKK.; Silver Card members holding Evergreen Deluxe Class / Elite Class ticket or with confirmed upgrading reservation can access EVA Air VIP Lounge worldwide. ) 

Facilities and Service at EVA's Showcase Taiwan Taoyuan International Airport Evergreen Lounge 

• The Business area for Evergreen Club Gold/Silver Card members.
  The Diamond area for Premium Laurel/Business Class passengers.
  The Garden area for Evergreen Club Diamond Card members. 
• Open Times: 05:30 ~ 23:30 
• Amenities and Services - 
  1. Business Center (Personal Computers, High-Speed Internet Access, Fax Machines, Telephones) 
  2. Luggage-Check Room 
  3. Private VIP or conference rooms 
  4. Toilets 
  5. Nursery or Child Care Room 
  6. Lounge Guest Telephone 
  7. Drinks, Snacks and Desserts 
  8. Magazines, Newspapers, 
  9. Television 
• Passengers will be charged a fee to use some facilities and services.

We welcome accompanied pets, including cats, dogs, rabbits and seeing eye/hearing aid dogs on EVA operated flights. Please contact EVA Air to confirm the conditions of transportation. Subject to regulations in the country where your flight originates, animals can be carried as checked baggage in a temperature-controlled compartment. Please contact EVA Air to get transportation details for other animals. Please note: effective from Sept. 1 2006, EVA Air does not accept any pets, excluding seeing eye/hearing aid dogs, to be carried in the cabin as unchecked baggage. 

Note: 

Pets and guide dogs must be healthy, harmless, clean and odorless. They must be safely contained in a leak, escape and claw-proof container or cage. You must provide sufficient food and water for consumption during the journey. 

Pets carried in the cabin cannot be fed inflight. The weight of an animal carried on cannot exceed 5 kg/11 lb, and dimensions of the carrying cage must comply with unchecked baggage requirements. The number of pets allowed as unchecked baggage is limited on each flight. Please contact EVA Air for more details. 

Please note: Effective on Sept. 1 2006, EVA Air does not accept any pets, excluding seeing eye/hearing aid dogs, to be carried in the cabin as unchecked baggage. 

Accompanied seeing eye/hearing aid dogs will be carried free of charge. There is a service charge for carriage of other pets. Please contact EVA Air for more details. 

There are no special regulations on size or weight for seeing eye/hearing aid dogs carried in the cabin. Dogs must be properly harnessed and muzzled, remain at the feet of the master, and, if possible, lay on the floor next to the cabin wall. 

Select a container or cage suitable for air travel and large enough for the animal to stand upright and lay down comfortably. 

Research shown that Brachycephalic animals (snub-nosed, short snout or flat face) are very sensitive to the changing of temperature because of snub noses. They have a high potential risk of breathing trouble during air transportation, causing negative health impact to the animals. As a result, the following Brachycephalic animals, including dogs and cats, will not be accepted for carriage during the high temperature season from Jul. 01 to Sep. 30: 

Dog 

All Terriers 

All Boxers

All Pugs 

All Bulldogs

All Spaniels

All Mastiff

Brussels Griffin

Chow Chow

Japanese Chin/Chin Chin

Lhasa Apso

Pekinese

Pit Bull

Shar Pei

Shih Tzu 

Cat

Himalayan

Persian

Exotic shorthair cats

• A flight ticket
  You must possess a complete and valid flight ticket issued by EVA Air, and use it in sequential order. The flight ticket is a contract and shall not be tampered with or modified, or it will be deemed invalid. Note that ticket prices of the same booking class vary depending on the peak/off-season, date of journey and the region where the ticket was purchased. If you breach the usage terms or conditions, EVA Air may request you to make up the difference in the fare in regard to the journey you are making. 
  
• Travel documents  
  You must possess a valid passport to travel overseas, and some countries also request a minimum validity period for the visitors’ passports, which is six months in most cases. Besides the passport, make sure beforehand that you have the entry visa and quarantine certificate(s) required by the country you leave, enter or stop over in. Failure to produce these travel documents may cause you to be denied entry to, or deported from, the destination country. 
  
• Checked baggage and carry-on baggage
  Please make sure a luggage tag that has the correct English-language information is attached to all of your baggage. Name tags are available free of charge at EVA Air check-in counters in every airport. Baggage exceeding the free baggage allowance specified on your flight ticket will be subject to a surcharge. Please notify the check-in staff of your continuing flights, if any, as the baggage can, in most cases, be delivered directly to your destination. Considering the facilities of passenger cabin and flight safety, carry-on baggage is limited in quantity, size and weight. When necessary, your baggage may be subject to inspection by the Customs or government officials.

• Make sure the information on the boarding pass (e.g., your name, flight number, destination, etc.) is correct. 
  
• Make sure you have received the correct receipt for checked baggage, with all the baggage delivered to your destination. 
  
• Make sure you have retrieved all the travel documents and flight ticket. 
  
• Complete the other required procedures, such as paying the airport tax and service charge. 
  
• Always arrive at the boarding gate in advance of your flight.

• Please contact the EVA Air staff at the airport for assistance with a flight transfer. 
  
• In principle, your checked baggage will be directly delivered from the starting terminal where the seat selection process takes place, straight to the destination terminal of your confirmed continuing flight. Nevertheless, please note that customs and quarantine regulations in some countries request that checked baggage delivered directly to the destination shall clear customs at the terminal of the transfer flight. 
  
• A passenger traveling solely on EVA Air for the whole journey usually receives all of the boarding passes at the starting point. 
  
• EVA Air offers assistance to passengers traveling with young children, children traveling alone, the mentally or physically challenged, or any other passenger who needs help regarding flight transfer.

This service is available to almost all EVA Air passengers departing from the Taiwan Taoyuan International Airport. The following passenger is unavailable to use the check-in kiosks: 

• Stretcher passenger, 
• Oxygen passenger, 
• Passengers under the age of 16 who are traveling unaccompanied,
• Group travel passengers, bookings of 6 or more passengers in one single booking reference, 
• Passengers traveling with infant(s)....etc.

EVA AIR is pleased to make this service available to all ticketed passengers who travel with EVA AIR and UNI AIR scheduled international flights. Excluded are charter flights and code-share flights operated by other airlines. Service is not available for subject-to-load interline industry discount (ID) tickets holders.