Basic Policy on Customer Harassment

Since the launch of our operations, EVA Air has been committed to providing high-quality services and maintaining the highest standards of safety.

We also sincerely value the opinions and feedback of our customers and use them to continuously improve our services and enhance customer satisfaction.

At the same time, we recognize that excessive demands, inappropriate conduct, and nuisance behavior by certain customers may not only undermine the working environment of our employees but also adversely affect the safety of our operations.

EVA Air respects the human rights of all employees and is committed to maintaining a safe and healthy workplace while continuing to provide safe and reliable services to our customers. To this end, we have established this Basic policy on Customer Harassment and will respond firmly and appropriately to customer harassment as an organization.

Definition and Criteria of Customer Harassment

EVA Air defines customer harassment as conduct by customers or third parties, including business partners, that meets all of the following criteria:

1. The conduct involves words or actions that exploit a position of superiority.
2. The conduct constitutes, or has the potential to constitute, an unlawful act, or involves unreasonable demands that exceed socially accepted standards or fall outside the scope of the Company's obligations.
3. The conduct adversely affects the working environment of employees.

Examples of Customer Harassment

The following are examples of conduct that may constitute customer harassment. This list is not exhaustive.

• Abusive language, shouting, insults, discriminatory remarks, slander, or defamation
• Intimidating or threatening behavior
• Excessive demands that exceed socially accepted standards
• Violent acts, property damage, or other aggressive conduct
• Conduct that disrupts business operations, including prolonged detention, repetitive demands or complaints, or unreasonable targeting of individual employees
• Unauthorized entry into operational or restricted areas
• Deceptive or fraudulent conduct toward employees
• Actions that damage the reputation or credibility of the Company or its employees, including inappropriate posts on social media
• Sexual harassment, including unauthorized photography, stalking, indecent acts, or inappropriate remarks and behavior

This policy has been established with reference to the Customer Harassment Countermeasure Corporate Manual published by Japan's Ministry of Health, Labour and Welfare

Response to Customer Harassment

If conduct constituting customer harassment is identified, EVA Air will first request that the behavior cease and may issue a warning as appropriate.

Depending on the circumstances, the Company may take appropriate measures, including reporting the matter to the police or other relevant authorities.

Furthermore, if such conduct continues, EVA Air may, where necessary, suspend or refuse the provision of services in order to ensure safety and maintain normal business operations.