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

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 a flight diversion, cancellation or a lengthy tarmac delay.

For international flights covered by this Plan that depart from or arrive at a U.S. airport, EVA will not permit an aircraft to remain on the tarmac at a U.S. airport for more than four hours before allowing passengers to deplane unless: either the pilot-in-command determines there is a safety-related or security-related reason that the aircraft cannot leave its position on the tarmac to deplane passengers; or air traffic control advises the pilot-in-command that returning to the gate or another disembarkation point in order to deplane passengers would significantly disrupt airport operations.

Each EVA airport office in the U.S. has a comprehensive contingency plan to respond to any irregularities. We always keep in close coordination with local airport authorities, government authorities such as Customs and Border Protection (CBP) and the Transportation Security Administration (TSA) as well as our code-sharing partners. We ensure that adequate resources are available, and designate an in-charge person to handle all arrangement, as well as to communicate with our Flight Operations Division and our flight crew.

When a flight that is departing from a US airport or is arriving at a US airport 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 unless the pilot in command-determines that safety or security reasons prevent such service. EVA will also provide medical assistance to passengers in case urgent medical attention is needed. Aircraft lavatories will be ready for services. Special assistance is also available for our passengers with disabilities.

Announcements will be made every 30 minutes onboard aircraft during a tarmac delay. The announcements will begin no more than 30 minutes after the scheduled departure time and will include information about the opportunity to deplane, if it exists, as well as the reason(s) for the delay.

Passenger 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 to deplane safely without disrupting airport operations. 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.