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.

Flights with Oversales

EVA AIR sometime will overbook flight. EVA AIR will make a Denied Boarding Compensation (DBC) payment to the passenger who has been denied boarding. 


Denied Boarding Compensation for Flights from the USA

These rules are applicable only to EVA flights or portions of EVA flights originating in the USA. EVA AIR will follow the "Enhancing Airline Passenger Protections" of the Department of Transportation (DOT), 14CFR Part 250, that require if a flight is oversold (more passenger hold confirmed reservations than there are seats available), no one may be denied boarding against his will until airline personnel first ask for volunteers, who will give up their reservations willingly, in exchange for a payment of the airline's choosing. If there are not enough volunteers, other passenger may be denied boarding involuntarily in accordance with the booking priority of EVA. 


Order of Denied Boarding

In the event that there are not enough volunteers, other passengers may be denied boarding involuntarily in accordance with the following order of denied boarding:

  • Passengers holding free or reduced fare tickets entitled to firm booking, issued by other airline. 
  • Passengers holding free or reduced fare tickets entitled to firm booking, issued by EVA. 
  • Passengers other than airline employees holding free or reduced fare tickets entitled to firm booking, with the exception of government inspectors or checkers. 
  • Revenue passengers (excluding volunteers) by considering lowest fare-type passenger first and highest fare-type passenger last.


Method of Payment

EVA AIR will give each passenger who qualifies for involuntary denied boarding compensation a payment by cash or check, on the day and at the place the involuntary denied boarding occurs. If EVA AIR arranges alternate transportation for the passenger’s convenience that departs before the payment can be made, the payment shall be sent to the passenger within 24 hours. EVA AIR may offer free or discounted transportation in place of the cash payment. In that event, EVA AIR will disclose all material restrictions on the use of the free or discounted transportation before the passenger decides whether to accept the transportation in lieu of cash or check payment. The passenger may insist on the cash/check payment or refuse all compensation and bring private legal action.