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Customer Commitment

Flights to and from the United States Flights to and from Korea Flights to and from Canada Flights to and from France Flights to and from the United Kingdom

Flights to and from the United Kingdom

EVA Air is committed to maintaining the highest level of safety, service, comfort and convenience to our customers. This Customer Service Plan is introduced in accordance with the requirements of United Kingdom Civil Aviation Authority (CAA) and is applicable for flights to and from the UK. Some of the services and assurances set out in this plan are also provided on other non-UK flights.

Complaint Process

  • EVA Air
    If you would like to make a complaint with regards to our UK flights please contact our customer reservations team who can be contacted at: csuk@evaair.com.
    Please note, EVA Air are not currently subscribed to an approved Alternative Dispute Resolution (ADR) scheme therefore neither the Online Dispute Resolution (ODR) platform nor any approved ADR providers will be able to accept your complaint.
  • Passenger Advice and Complaints Team (PACT)
    If we are unable to resolve your complaint, you can log it with CAA’s Passenger Advice and Complaints Team (PACT) by completing the online complaint form via the CAA website: www.caa.co.uk/passengercomplaints. Under the subtitle ‘How the CAA can Help’ you will need to click on the link ‘Refer your complaint to us’. You can then access the CAA’s consumer portal where you can submit your complaint to PACT.”