Delayed / Missing / Damaged baggage and Restrictions
If you do not receive your baggage at the destination, we will locate your baggage through the global baggage tracing system and deliver it to you as soon as possible. The options below allow you to check the status of your baggage:
- Contact EVA Air Baggage Service Office: Please click "Worldwide Airports"
- Online Baggage Tracing : Enter the file reference number (five English letters and five digits) and your last name.
If your baggage is still missing after five (5) days, we will send you a Baggage Claim/Inventory Form to fill out. This claim form will help us locate your baggage and process any related compensation. Please complete and return the form to EVA Air as soon as possible.
The International Air Transport Association (IATA) recommends that passengers report missing baggage to the last airline flown with for trips that have involved more than one carrier. In case of late delivery, damage, or missing baggage, please contact the last carrier you flew with to reach your destination.
EVA Air and its agents handle all baggage with diligent care during transportation. Nevertheless, damage might happen under certain circumstances. In order to protect your rights, please check the condition of the checked baggage when retrieve it from carousel. If there is any damage, please contact airport personnel at the baggage claim area. We will arrange the repair and return to you, or access the degree, time factors, and the depreciation rates of baggage, a different handling other than repair may be offered.
If you notice damage occurred after leaving the baggage claim area, EVA Air reserves the rights to accept it in accordance with relevant documents.
Unless otherwise provided by relevant conventions or other laws or regulations, EVA Air is not liable for the baggage handled beyond our control, minor damage and baggage irregularities as follows :
- Defects in the material of the baggage itself or aging after use
- Minor dents, cuts, scratches, scuffs, dents, dirt, and stains
- Protruding parts such as removable wheels/covers/straps/hooks/belts/locks/name tags
- Damage due to over-packing or inadequate packing of baggage
- Damage or pilferage resulting from random searches by the Transportation Security Administration (TSA) or other safety inspections of each country
- The appearance of the checked baggage is obviously damaged when retrieving from carousel, and not reported immediately to airport personnel at the baggage claim area
If your checked baggage is delayed, wholly or partially lost or damaged, please report the incident to our local airport office or ground handling agent immediately upon arrival. If you have left the airport, you can click the link to declare, or you can prepare relevant documents to contact EVA Air Baggage Office (please click Worldwide Airports). Please note that claims for partially lost or damaged baggage must be submitted within seven (7) days (from the day following the date when the baggage was retrieved by the customer). Claims for delayed or wholly lost baggage must be submitted within twenty-one (21) days (from the day following the date when the baggage was scheduled to arrive).
Liability for checked baggage 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 the EVA Air General Conditions of Carriage.
Carry-on (unchecked) baggage includes items that you carry with you into the aircraft cabin and remains under your custody throughout the flight. EVA Air is not liable for any loss of or damage to carry-on (unchecked) baggage unless such loss or damage is caused by EVA Air's negligence. Under such a circumstance, EVA Air'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 the EVA Air General Conditions of Carriage.
EVA Air’s liability may be limited for the loss of, damage to, or delay in delivery of fragile or perishable items, medicines, money, jewelry, precious ore, silverware, negotiable papers, securities, business/personal documents, optics, keys, works of arts, sound reproduction equipment, photographs, natural fur products, antiques, heirlooms, collectibles, computer hardware/software, or electronic components/equipment.
EVA AIR highly recommends that you please not include valuables, important documents, or money in your checked baggage. Your fragile or perishable items should not be carried in checked baggage as well. To/from Canada, baggage service fees refunds are permitted if passengers have paid for one or more checked baggage items and the checked baggage was delayed, lost, or damaged.
As a passenger, you are entitled to pick up your own baggage at the airport baggage claim area. If baggage is not picked up and a passenger fails to claim baggage within 30 days, its disposal is subject to EVA Air's discretion.
Depending upon what it is, unclaimed property found in the cabin will be held by either the EVA Air baggage office for 20 days or by local airport authorities. If you have found personal items that have been left behind in the aircraft cabin, please contact the EVA Air Baggage Office immediately. Please click "Worldwide Airports".
On some services we have arrangements with other carriers known as “Code Shares.” This means that even if you have a reservation with us and hold a ticket where our name or airline designator code is indicated as the carrier, another carrier may operate the aircraft. Passengers traveling on a flight operated by another carrier may be subject to terms and we or an authorized agent will advise you of the actual carrier operating the aircraft airline at the time you make a reservation, conditions of the operating carrier that differ from those of us, including the compensation of any damage occurring will be the responsibility of the actual operating carrier.