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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

EVA Airways is committed to maintaining the highest level of safety, service, comfort and convenience for our customers. This Customer Service Plan is introduced in accordance with the requirements of the U.S. Department of Transportation (DOT) set forth in 14 CFR section 259.5 and is applicable for flights to and from the US. However, some of the services and assurances set out in this plan are also provided on other non-U.S. flights.

EVA Airways is committed to maintaining the highest level of safety, service, comfort and convenience for our customers. This Customer Service Plan is introduced in accordance with the requirements of the U.S. Department of Transportation (DOT) set forth in 14 CFR section 259.5 and is applicable for flights to and from the US. However, some of the services and assurances set out in this plan are also provided on other non-U.S. flights.

Offering Lowest Fare

EVA Airways will disclose on our website or at a reservation/ticketing office, that a lower fare may be available elsewhere.

Notifying Consumers of Known Delays, Cancellations and Diversions

In accordance with U.S. DOT (Department of Transportation) requirements, for EVA Air's flights to, from or within the U.S. scheduled to depart within seven days, EVA Air will update the flight status information no later than 30 minutes after the carrier becomes aware of a flight status change, (e.g., a cancellation, a delay of 30 minutes or more or a diversion). The flight change information will be provided in EVA Air's boarding gate area (on the day of the flight), on the EVA website (flight information at www.evaair.com), via the telephone reservation system, or through SMS (Short Message Service) if you have registered for notification services on the EVA website.

Baggage delivery

We aim for our customers and their baggage to travel on the same flight and for baggage to be delivered to our customers on time. If your baggage is delayed, we will make every reasonable effort to return it to you within 24 hours. There are a number of factors that can cause baggage to be delayed, sometimes for more than 24 hours. These include customs and immigration procedures, unusual operational interruptions and baggage handling by other carriers (for itineraries involving more than one airline). If you are unable to locate your baggage upon arrival, please notify an EVA airways baggage services agent before you go through customs. A report will be filed for you, and you will be given a phone number for follow-up. You will receive periodic updates regarding the status of your baggage. You may also view the status of your bags on Online Baggage Tracing.

EVA airways will compensate you for reasonable expenses in the case of baggage delays. Once a delayed bag is located, EVA airways will return the bag to the designated address.

Damaged baggage

Report damaged baggage to the airport baggage service office, located near the baggage claim area, immediately after your flight has arrived. Claims for damaged baggage must be submitted within seven (7) days.

Items missing from checked baggage

Items missing from checked baggage should be reported to the airport baggage service office immediately after the arrival of your flight, or in writing within seven (7) days of your flight's arrival.

Baggage compensation

If your baggage is delayed, lost or damaged, you should report this immediately after your arrival to the EVA baggage tracing office or the local EVA representative at the airport. Reimbursement for expenses will be based upon acceptable proof of claim. EVA will reimburse passengers for any fees charged to transport a bag if that bag is lost.

For international travel to which the Warsaw Convention applies, EVA's liability is limited to $20 USD per kilogram for checked baggage and $400 USD per customer for unchecked baggage. For international travel to which the Montreal Convention applies, EVA's liability is limited to 1,131 SDR (Special Drawing Rights) per customer for checked and unchecked baggage.

Allowing Reservations to be Cancelled Without Penalty Within 24 Hours of Purchase

When you book and ticket a reservation through the EVA AIR website or EVA reservation/ticketing office for EVA flights to/from USA one week (168 hours) or more prior to a flight's departure date, EVA will allow you to cancel the ticketed reservation without penalty and receive a full refund provided that you cancel the reservation within 24 hours of purchase.

Providing Prompt Ticket Refunds

For tickets purchased via the EVA AIR website or EVA reservation/ticketing office, if ticket refunds are due, we will process and provide the refund back to you within twenty (20) days after receiving a complete refund request for cash and check payments or within seven (7) days when the payment is by credit cards, including any fees for optional services that you were unable to use due to an oversales situation or flight cancellation. Credit card refunds will be sent to the credit card company and may or may not reflect immediately on your statement depending on the billing cycle of the credit card company.

Accommodating Passengers with Disabilities and Other Special Needs, Including During Tarmac Delays

Accommodating the special needs of passengers with disabilities is a top priority for EVA airways. We offer a variety of special services to such passengers, including:

  • transportation to, from, and between gates by wheelchair in the airport,
  • enplaning and deplaning assistance
  • and assistance with visual, auditory, cognitive or mobility impairments while in the airport and on the plane.
  • Consideration of their needs during extended tarmac delays. To ensure the high quality of these services and protection of customer rights, we designate Complaint Resolution Officials (CROs) in all airports who are responsible for services to be properly implemented. You may request a CRO by contacting an EVA Airways agent.

Customer care during lengthy tarmac delays

Tarmac delays may happen due to various reasons such as safety requirements, unfavourable weather conditions, air-traffic congestion and other operational factors. EVA airways always strives for the highest-quality service so that our customers are happy they have chosen to fly with us. To this end, we have developed a comprehensive contingency plan, making sure that we consistently meet our customers' essential needs in the event of 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.

EVA will provide for the essential needs of our passengers during flight irregularities such as diversions, cancellations or lengthy tarmac delays.

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

When a flight that is departing from or arriving at a U.S. airport happens to have a lengthy tarmac delay, passengers will be offered snacks/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 the case that urgent medical attention is needed. Aircraft lavatories will be available. Special assistance is also available for our passengers with disabilities.

Announcements will be made every 30 minutes on board the aircraft during a tarmac delay. The announcements will begin no more than 30 minutes after the scheduled departure time and will include information about disembarkation, where possible, as well as the reason for the delay.

Passengers will be advised that they may disembark if the aircraft is at a gate or another disembarkation area with the door open and if disembarkation can be carried out safely without disrupting airport operations. If passengers who have disembarked have not boarded the plane by the time it is ready to depart again, EVA has the right to depart without those passengers.

Boarding priority on oversold flights

Overselling or overbooking is a common industry practice due to the number of passengers that cancel their bookings close to departure or fail to show up for their flight. If, at the time of departure, there are still more passengers with confirmed reservations than seats available, our airport team will provide information about our denied-boarding policy and passengers will be asked to give up their seats voluntarily in exchange for compensation. In rare circumstances, should there be not enough passengers willing to give up their seats voluntarily, passengers may be denied boarding on an involuntary basis. With few exceptions, under such circumstances, passengers denied boarding involuntarily will be entitled to the denied boarding compensation in line with U.S. Department of Transportation regulations. Passengers denied boarding due to oversales will be treated with fairness and consistency in accordance with our policies and procedures. They will generally be protected or rerouted to the final destination on the ticket presented at check-in by the first available flight, or at a later date if requested by the passenger.

Disclosure of Cancellation Policies, Frequent Flyer Rules, Aircraft Seating Configurations, etc.

EVA Air's cancellation policies, frequent flyer rules, aircraft seating configuration and lavatory availability are available on our website at the links below and, from our telephone reservation system upon request.

  • Cancellation Policies

When you book and ticket a reservation through the EVA AIR website or EVA reservation/ticketing office for EVA flights to/from the USA one week (168 hours) or more prior to a flight's departure date, EVA will allow you to cancel the ticketed reservation without penalty and receive a full refund provided that you cancel the reservation within 24 hours of purchase.

For tickets purchased via the EVA AIR website or EVA reservation/ticketing office, if ticket refunds are due, we will process and provide the refund back to you within twenty (20) days after receiving a complete refund request for cash and check payments or within seven (7) days when the payment is by credit cards, including any fees for optional services that you were unable to use due to an oversales situation or flight cancellation. Credit card refunds will be sent to the credit card company and may or may not reflect immediately on your statement depending on the billing cycle of the credit card company.

Notifying Customers of Changes to Their Travel Itineraries in a Timely Manner

EVA Airlines will notify customers of changes to their travel itineraries in a timely manner if this happens within seven days of travel, and EVA will provide the flight change information within 30 minutes after the carrier becomes aware of the change. Where passengers can get information about flight changes:

  • Website: www.evaair.com provides flight information; Mobile Flight Updates (text message) once the passenger has registered for the notification service from the website or the telephone reservation system;
  • EVA boarding-gate area, check-in agents, flight crews and airport flight-status board (on the day of the flight)

Ensuring Responsiveness to Consumer Problems

If you direct your written complaint to us, we will acknowledge your concern within 30 days, and provide you with a substantive written response within 60 days, in accordance with DOT regulations. For more information about filing a complaint, please click here for our online feedback form.

  • EVA Air

Mailing Address: EVA Airways Customer Service Division, Customer Relations Department, 376, Sec. 1, Hsin-Nan Rd., Luchu Dist., Taoyuan City, 33801, Taiwan

Email: feedback@evaair.com

  • Aviation Consumer Protection Division, U.S. Department of Transportation contacts

Website: http://www.dot.gov/airconsumer

Mailing Address: Aviation Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave, S.E., Washington, D.C. 20590, United States

Services to Mitigate Passenger Inconvenience Resulting from Flight Cancellations and Misconnections

In order to reduce inconvenience resulting from flight cancellations and misconnections, EVA airways will offer to arrange appropriate measures which may include the following, depending on the circumstances:

  • Re-routing you to your final destination as soon as possible, or at a later date that is convenient for you.
  • Offering a full refund of the fare for the affected segments, without penalty or refund surcharge.
  • Offering free telephone/telex/fax service for messages to your destination.
  • Providing appropriate refreshments, meals and hotel accommodation, if required.

Ensuring Good Customer Service From Codeshare Partners. We stand behind the services of our codeshare partners and we will strive to ensure that you receive excellent customer service whenever you travel on an EVA Airways ticket, including flights operated by our codeshare partners. We will publish a direct link on www.evaair.com to our partner airlines' websites in order to provide current information on their policies and procedures.