FAQ

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Sujet :

Bagages

How can passengers reach the airport? Do they need to carry the baggage with them?
After passengers get their boarding passes and baggage receipts, please take the U-bus or a taxi to the airport at their own expense. EVA AIR will transport the baggage to airport and load into the plane after passing a security check.
Does EVA AIR provide Airport service for both of Taiwan inbound and outbound flights?
EVA AIR only provides the service for flights departing from Taoyuan International airport, Taiwan.
Is there any personal equipment or device I am prohibited from operating onboard?

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.

What am I not allowed to carry as checked baggage?
Goods you cannot pack in your baggage include: Dangerous goods that can endanger the aircraft, persons or property on board the aircraft. Items prohibited by the laws, regulations or orders of all countries in your travel itinerary. Items identified by EVA as unsuitable for carriage because of weight, size or character. Live animals, with the exceptions of dogs, cats, household birds and seeing eye/hearing aid dogs being safely transported in accordance with EVA requirements. Firearms and ammunition for other than hunting or sporting purposes are prohibited as baggage. Fragile or perishable items, money, jewelry, precious metal, silverware, negotiable papers, securities or other valuables, business documents, prototypes, paintings... etc., should not be packed in checked baggage.
Can I buy a seat in the cabin for my baggage?
You can carry fragile, bulky items and/or musical instruments etc. into the cabin with you if the required number of additional seats are reserved and paid for in advance. Such baggage is restricted to a maximum of 50 kg(110 lb) per item and 75 kg(165 lb) per seat. There are also restrictions on dimension. Please contact EVA Reservations for more details.
What should I do if my baggage is delayed, lost or damaged?

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.

What liability does EVA assume for my irregular baggage ?

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.

What is the free allowance for my checked baggage ?

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.

The baggage allowance depends on the airport and the destination. Two allowance systems are in use:
Class
Weight System
(Except countries apply Piece System)
Piece System
(To/From the US and Canada and certain countries in South and Central America.)
Business/
Premium Laurel/
Royal Laurel
30kg (66 lb)
2 pieces, each baggage shall not exceed 32kg(70 lb)
The sum of the three dimensions of each piece may not exceed  158cm(62 in)
Evergreen Deluxe/
Elite
25kg (55 lb)
2 pieces, each baggage shall not exceed 28kg(61 lb)
Economy
20kg (44 lb)
2 pieces, each baggage shall not exceed 23kg(50 lb)
Infant not entitled to a seat
(All classes)
10kg (22 lb)

1 piece with same weight of baggage allowance in an adult traveling class. 



Note:

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.

Can I travel with my pet ?

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 May. 01 to Oct. 31: 


Dogs 

Affenpinscher            
Boston Terrier         
Boxers(all breeds)       
Brussels Griffin          
Bulldog(all breeds)     
Bull Terrier              
Pug(all breeds)        
Cane Corso             
Chow Chow            
Dogue de Bordeaux      
English Toy Spaniel      
Japanese Chin/Japanese Spaniel/Chin Chin  
Cavalier King Charles Spaniel              
Lhasa Apso             
Mastiff(all breeds)        
Pekinese                
Presa Canario           
Shar Pei                
Shih Tzu                
Tibetan Spaniel 

 

Cats

Burmese

Himalayan

Persian

Exotic shorthair cats

 

Please click here for more details about travelling with pets.

My baggage is very valuable. How will EVA handle it ?
If the value of your baggage exceeds normal liability limits, you can declare the value and pay applicable charges. You will be charged US $0.5 for each US $100 declared. EVA will not accept a higher declaration than US $2,500 from any one passenger.
Baggage including fragile or perishable items, money, jewelry, precious metal, silverware, negotiable papers, securities or other valuables, business documents or prototypes will not be accepted for an excess value declaration. If any interline carriage is involved, EVA will refuse your declaration. Please contact EVA Air for more details.
How much unchecked baggage can I carry into the cabin ?

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.
What if my baggage exceeds EVA's free baggage allowance?

The policy below applies to tickets issued on or after Sept. 15, 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. Pease  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 baggage will be assessed by the piece or by weight, please do 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 32 kg/70 lb. requires advance application with EVA so that proper preparations can be arranged. Please also see General Information/General Notification page.
  • Because of structural limitations on some types of aircraft, any single piece of baggage heavier than 50 kg/110 lb. may be unacceptable. Please contact EVA Air or ticketing offices in Taiwan for details.
    For safety reason, EVA Air does not accept any liquid material shipped in drums as checked baggage loading in bulk (all aircraft types).
  • For the aircraft type MD90 which can be only bulk loading, EVA Air does not accept such kind of checked baggage. As for other aircraft types, such baggage can be accepted but must be built up in baggage containers.
What do I need to do if EVA Air informes me that there is a security issue with my check-in baggage?
EVA AIR will ask for the passenger's cell phone number upon check-in at THSR station. If necessary, airport staff will inform the passengers to return back to the airport check-in counter for dealing with a baggage security issue.
Will my check-in baggage be checked through to the final destination?

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.
  • Plese contact the ground staff for the regulation.
How long before departure can I check in using the self check-in?
You can check in up to 1 hour before your flight departs.
What are dangerous goods?

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)

Services aéroportuaires

When should I check in for an EVA flight ?
We recommend that you check in at least one and one–half (1.5) hours before scheduled departure time. Counter opening times for check-in varies at each airport. Please contact the EVA Airport Office if you need more information.
How can passengers reach the airport? Do they need to carry the baggage with them?
After passengers get their boarding passes and baggage receipts, please take the U-bus or a taxi to the airport at their own expense. EVA AIR will transport the baggage to airport and load into the plane after passing a security check.
Can I order a special meal when I check in at the airport?
EVA provides special meals for dietary, medical and religious reasons. If a special meal is requested at the airport, there may not be enough preparation time. Please make any special meal request when you make reservations.
Are there any regulations about the exit seats?

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.

Does EVA AIR provide Airport service for both of Taiwan inbound and outbound flights?
EVA AIR only provides the service for flights departing from Taoyuan International airport, Taiwan.
United States of America Department of Transportation Federal Register Rules and Regulations
  • 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.
Is there any personal equipment or device I am prohibited from operating onboard?

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.

Can I check-in for my return flight?

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.

Can I access to Eva Air VIP lounge?

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

  • Premium Royal/Premium Laurel/Business Class passengers 
  • Infinity MileageLands Diamond Card members 
  • Infinity MileageLands Gold Card members 
  • Infinity MileageLands 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 EVA Air Lounge 

  • The Business area for Infinity MileageLands Gold/Silver Card members.
    The Diamond area for Premium Laurel/Business Class passengers.
    The Garden area for Infinity MileageLands 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.
Can I buy a seat in the cabin for my baggage?
You can carry fragile, bulky items and/or musical instruments etc. into the cabin with you if the required number of additional seats are reserved and paid for in advance. Such baggage is restricted to a maximum of 50 kg(110 lb) per item and 75 kg(165 lb) per seat. There are also restrictions on dimension. Please contact EVA Reservations for more details.
Can I travel with my pet ?

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 May. 01 to Oct. 31: 


Dogs 

Affenpinscher            
Boston Terrier         
Boxers(all breeds)       
Brussels Griffin          
Bulldog(all breeds)     
Bull Terrier              
Pug(all breeds)        
Cane Corso             
Chow Chow            
Dogue de Bordeaux      
English Toy Spaniel      
Japanese Chin/Japanese Spaniel/Chin Chin  
Cavalier King Charles Spaniel              
Lhasa Apso             
Mastiff(all breeds)        
Pekinese                
Presa Canario           
Shar Pei                
Shih Tzu                
Tibetan Spaniel 

 

Cats

Burmese

Himalayan

Persian

Exotic shorthair cats

 

Please click here for more details about travelling with pets.

What things are needed in the check-in process?
  • 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. EVA Air and our handling agents will not be liable in any way for any consequences arising out of your not having the require or valid travel documents.
  • 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.
Is there anything I should pay special attention to after check-in?
  • 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.
How do I process a transfer?
  • 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.

Enregistrement Automatique

How long before departure can I check in using the self check-in?
You can check in up to 1 hour before your flight departs.
Where do I get assistance if problems arise while using the self check-in ?
You may ask any EVA Air service agent for help.
Who can use the self check-in service?

This service is available to almost all EVA Air passengers departing from the Taiwan 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.
Which airport provides the self check-in service?

The self check-in service provides at airports in Taoyuan, Sung Shan, Taichung and Kaohsiung. Hello Kitty kiosk is only served at Terminal 2 of Taoyan International Airport.

Can I use the self check-in service if I have baggage to check in?

Yes, passengers can go to the express counter for check-in baggage after self check-in service.

What are the operating hours of the self check-in service?
You may use them daily from 05:30 to 22:30.