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Travel News

EVA Air Accessibility Services

In accordance with CTA’s ATPDR, passengers with disabilities will be provided with certain accommodations and services under the “Accessible Transportation for Persons with Disabilities Regulations” (SOR/2019-244)

Contact Information

Should you require any accessibility assistance, you can contact us via :

Telephone : +1-800-695-1188  (Canada and the United States); 1-604-303-3338 (YVR); 1-416-597-8887 (YYZ)
Telephone Open Hours : Monday~Friday: 08:30-17:30 Saturday/Sunday & Holiday: 07:00 -15:30 (Pacific standard time)
Fax : +1-416-5978883 (Toronto) / +1-604-3033337 (Vancouver)
Email : laxssbr@evaair.com

Complaint Resolution Services

If you have any comments or complaint regarding the service we provide, you may write to us through Traveling Experience Feedback or by letter to EVA Airways Corporation: 376, Sec. 1, Hsin-Nan Rd., Luchu Dist., Taoyuan City 33801, Taiwan R.O.C.

Special Assistance

Passengers who need special assistance

When you need special assistance because of a physical disability or mental/emotional disability, EVA will provide individual attention and assistance. If you need special assistance or services during your flight, please notify an EVA Air's Reservations Office, so we can make the necessary arrangements. An EVA Air Medical Information sheet (MEDIF) may be required to be completed by your attending physician under some circumstances and medical conditions.

Contents

Disability Assistance

We provide air travelers with disabilities with: (1) transportation to, from and between gates, by wheelchair or other appropriate means in the airport; (2) boarding assistance; (3) assistance with visual, auditory, cognitive, mental/emotional or  mobility impairments while in the airport and on the plane. At the time of making your reservation, we recommend that you inform our reservation staff of any physical condition and required equipment or service, such as customs clearance and wheelchair services you may require. For wheelchair and the other services, please read the rules listed below or contact our reservation offices. Any EVA Air flight that begins or ends at a U.S. airport conforms to the United States Department of Transportation (DOT) requirements. Read the Customer Service & Contingency Plan for additional details about our services for passengers with disabilities or special needs (including flight delays).

Seating Arrangements

Our reservation and airport ground staff will try to arrange an accessible seat for you on the plane. For in-flight safety, however, passenger seats will be arranged without blocking the emergency exits. For aircraft types and seating configurations, please consult our fleet webpage on this website.

Wheelchair and other Mobility Aid Assistance at Airports

EVA Air office check-in services to passengers with special needs at the No.19 counter of Taoyuan International Airport. You may also contact our ground staff at the other airports, and we will immediately help you with the check-i procedure. Most airports on EVA Air flight routes are equipped with air bridges and lifting equipment to provide enplaning and deplaning assistance. Please contact EVA Air as soon as possible if you are physically unable to use the stairs.

Wheelchair service is available for departing, arriving, transfer and transit passengers at each airport. If you need wheelchair service, please let us know when you make the reservation or at least 24 hours before you travel. When travelling to/from Amsterdam International Airport or in a group of 10 or more passengers who use wheelchairs, please provide at least 48 hours of advance notice so that we can better assist you and provide the necessary stowage space. If wheelchair services are not well booked prior to flight departure, passengers may be waiting for the wheelchair services in the airport. We provide wheelchair services for passengers who need to use one at the airport. Passenger's own wheelchairs or mobility aid devices are acceptable as checked baggage at no additional charge. These items may be checked in at either the check-in counter or the departure gate. If you need to use a wheelchair in cabin, please inform us in advance.

For passengers with disabilities who do not require wheelchair assistance, but who do require assistance to/from the gates or between gates, we request that you inform us when you make your reservation or at least 24 hours before your flight(s) so that we can make the necessary arrangements. 

Personal Wheelchairs and Other Assistive Devices 

For customers with disabilities, there is no charge for transporting wheelchairs/mobility aid or providing wheelchair services. The wheelchair/mobility aid should be securely packed. If you bring your own electric wheelchair or mobility aid for travel, limitation on the size and weight may apply. For safety reasons, we must examine all batteries to determine the proper handling. Thus, please provide us the following information:

  • Folding or non-folding wheelchair/mobility aid
  • Total weight and dimensions (i.e. length x width x height)
  • Number of batteries installed
  • Battery types: (it will help us to ensure the handling will be done safely and in accordance with the regulations)
    • Dry battery
    • Non-spillable wet battery
    • Spillable (wet) battery
    • Lithium battery (please also provide watt hour rating)

Wheelchairs or mobility aids with non-spillable (wet) batteries or dry batteries (service code: WCBD)

  • As the operator we must ensure that:
    • The battery terminals are protected from short circuits e.g. by being enclosed within a battery container ;
    • The battery is securely attached to the wheelchair or mobility aid;
    • Electrical circuits have been isolated and there is no chance of unintentional operation ;
    • Altered, unclear battery labels or stickers are unacceptable. 
  • If the battery(ies) cannot be securely attached in a wheelchair or mobility aid during check in, the following regulations must be complied:
    • The battery(ies) must be removed. The wheelchair or mobility aid may then be carried as checked baggage without restriction;
    • The removed battery(ies) must be carried in strong, rigid packaging which must be carried as checked baggage;
    • The battery(ies) must be protected from short circuit ;
    • Altered, unclear battery labels or stickers are unacceptable;
    • We must inform the pilot in command of the location of the packed battery.

Wheelchairs or mobility aids with spillable (wet) batteries (service code: WCBW)

  • Provided that the wheelchair or aid can be loaded, stowed, secured and unloaded always in an upright position then the battery may remain installed in the wheelchair. As the operator we must ensure that:
    • The battery terminals are protected from short circuits e.g. by being enclosed within a battery container;
    • The battery is securely attached to the wheelchair or mobility aid;
    • Electrical circuits have been isolated and there is no chance of unintentional operation;
    • Altered, unclear battery labels or stickers are unacceptable.
      ** It’s not acceptable if the wheelchair or mobility aid cannot be loaded, stowed, secured and unloaded always in an upright position.

Wheelchairs or mobility aids with lithium batteries (service code: WCLB)

  • As the operator we must ensure that:
    • The batteries must be of a type which meets the requirements of each test in the UN Manual of Tests and Criteria, Part III, subsection 38.3;
    • Non-OEM or altered lithium batteries must also meet the requirements above;
    • Copies of lithium batteries testing results are provided for future reference; 
    • Altered, unclear battery labels or stickers are unacceptable;
    • The battery terminals are protected from short circuits e.g. by being enclosed within a battery container;
    • The battery is securely attached to the wheelchair or mobility aid;
    • Electrical circuits have been isolated and there is no chance of unintentional operation.
  • If the battery(ies) cannot be securely attached in a wheelchair or mobility aid during check in, the following regulations must be complied:
    • The battery(ies) must be removed. The wheelchair or mobility aid may then be carried as checked baggage without restriction;
    • The battery(ies) must be protected from short circuit by insulating the terminals (e.g. by taping over exposed terminals) ;
    • The removed battery(ies) must be protected from damage (e.g. by placing each battery in a protective pouch). The battery(ies) must be carried as carry-on baggage;
    • Removal of the battery from the device must be performed by following the instructions of the manufacturer or device owner;
              -- The battery must not exceed 300 Wh; or for a device that is fitted with two batteries required for operation, each battery must not exceed 160 Wh.
              -- In addition to the removed battery(ies) from the wheelchair/mobility aids, a maximum of one spare battery not exceeding 300 Wh or two spares each not exceeding 160 Wh may be carried in the passenger cabin.
  • If you are on a codeshare flight, please contact the airline that actually operates the flight to confirm the specifications and quantity of the lithium battery to avoid any inconvenience.
  • We must inform the pilot in command of the location of the wheelchair /mobility aids with an installed battery or the location of the lithium battery when removed and carried in the cabin. 

Checking and Returning Personal Wheelchairs/Mobility aids at Gate 

Checking and returning your wheelchair/mobility aids can be also arranged at the gate if airport facilities and related regulations are complied with. Please advise us in advance if you need to use the equipment at airports.

  • Departure Flight - After completing check-in, please proceed to the gate earlier in order to check-in your wheelchair/mobility aids smoothly.
  • Arrival Flight -  After disembarking from the aircraft, please wait for a moment until your wheelchair/mobility aids is delivered to the gate for use.

Please note that some airport facilities/regulations may not satisfy your needs. Thanks for your consideration for any inconvenience caused.

To ensure safe carriage of your wheelchair/mobility aids, it will be very helpful if you bring the manufacturer's instructions (or copies) with you to the airport. We strongly recommend that your instructions be written in English and Chinese as well as the language of any other country on your itinerary. If your itinerary involves other carriers, you need to get confirmation with the other airlines for each segment.

Our aircrafts are also designed to accommodate your basic needs. They are all equipped with an onboard wheelchair except A321 that can be used to shuttle between the seat and the lavatory.

Please contact EVA Air Reservations for more details, we are glad to help you.

Flying in the cabin

We revised some of our emotional support animal travel policies on November 18, 2019, please review all relevant policy before you travel. 

Fully-trained service dogs and emotional support/psychiatric service dogs may fly in the cabin at no charge if they meet the requirements. Please make sure you have all the veterinary certificates for all countries/regions on your itinerary, including countries/regions you will be transferring. 

Requirements

  • 1 emotional support / psychiatric service dog per person
  • Animal must be a dog, 4 months or older
  • Dog must be clean and well-behaved. The animal must behave properly in public and should follow directions from its owner. It should not run freely around an aircraft or the terminal and/or an airport gate area.
  • Dog must be able to fit at your feet, under your seat or in your lap.
  • If the dog is in a kennel, it must fit under the seat in front of you with the animal in it.

Service dogs cannot:

  • Be seated in an exit row
  • Protrude into or block aisles or rows
  • Occupy a seat
  • Eat from tray tables

Animal behavior

Emotional support / psychiatric service dogs must be trained to behave properly in public and they won’t be permitted in the cabin if they display any form of disruptive behavior that can’t be successfully corrected or controlled, including but not limited to:

  • Growling
  • Biting or attempting to bite
  • Jumping on or lunging at people
  • Urinate or defecate in the cabin. The terminal or gate area.

Emotional support / psychiatric service dogs must be in your control at all times by a leash and / or harness. Passenger must carry spare mask for dog.

If this behavior is observed at any point during your journey and isn't corrected or controlled, the dog will be checked as check baggage and all requirements and applicable fees will apply. AVIH

Advance notice required

To travel with an emotional support / psychiatric service dog in the cabin, you must submit all required forms to the Special Assistance Desk at least 48 hours before your flight. We’ll notify you upon document approval. 

Service Dogs are dogs that are trained to assist passengers with disabilities with specific jobs or tasks. We request that you contact our reservations department at least 48 hours in advance to make arrangements. 

If you plan to travel with an emotional support dog, you must submit the following documentation at least 48 hours before flight departure: 

  • A letter from a licensed mental health professional on their letterhead stationery that is no older than 1 year. 
  • The letter must state that the passenger is under the care of the person writing the letter. 
  • The passenger has a mental or emotional disability recognized in the Diagnostic and Statistical Manual (DSM)IV. 
  • The passenger needs the dog as an accommodation during the flight and/or at the destination.
  • The date, type and jurisdiction of the mental health professional’s license. 
If you don’t complete or meet all the requirements, your dog may be able to fly as a checked baggage. All applicable fees apply AVIH 
 
Emotional Service Animal (Dog): As per U.S. Department of Transportation Regulations (14 CFR Part 382), EVA AIR accepts applications for traveling with in-cabin emotional service dogs 48 hours before flight departure, on flights to and from the U.S. Please make sure you have all the veterinary certificates for all countries/regions on your itinerary, including countries/regions you will be transferring. 

Please note that Emotional Support Animals are not accepted on all routes and, the handling guideline of checked pet shall be applied. See Pet Policy AVIH

All types of EVA Air aircraft are equipped with special toilets and on-board wheelchairs for passengers with disabilities. See the Our Fleet webpage on this website for lavatory availability of each aircraft type.

  • In-flight services - we provide passengers with disabilities with the following assistance :
    • Transportation between the aircraft gate and seat while enplaning/deplaning.
    • Transportation between the aircraft seat and toilet by on-board wheelchair or other mobility aids.
    • Assistance in preparing to eat such as removing lids and opening packages and the identifying foods.
    • Assisting semi-ambulatory passengers in moving to and from the toilets without lifting.
    • Assistance in stowing and removing carry on items including mobility aids and other assistive devices.
    • Seeking cabin crew aassistance in using Inflight Entertainment Service when needed.
  • We are unable to provide the following assistance for passengers with disabilities:
    • Assistance with feeding of meals.
    • Medical services.
    • Assistance within the restroom or assistance at the seat with defecation and/or urination functions.

Should you require the above-mentioned services. Please prepare in advance so you can accomplish what you need without the assistance of a flight attendant.

Special meals on board: We offer diabetic, vegetarian, low-fat and various other meals that cater of passengers with special medical or dietary needs. Please inform our reservation staff of any special dietary requirement 24 hours before your schedule flight departure.

Stretcher Assistance

An EVA Medical Information sheet (MEDIF) certifying fitness to travel must be forwarded to our reservations office and approved by an EVA physician before any passenger requiring this service can be transported.

The passenger using the stretcher must be accompanied by at least one medical doctor or nurse if medical treatment will be required during the flight. A stretcher surcharge equal to 6 full standard fares in the highest applicable adult Y class must also be paid. For detailed information about the stretcher assistance surcharge, please contact an EVA ticketing office.

Carriage is limited to 1 stretcher passenger on each flight segment in Economy Class of some specific aircraft types only. Please contact your EVA Air reservations office at least 48 hours (two working days) before your scheduled flight departure to request stretcher service.

On-board Medical Oxygen

The built-in oxygen supply systems on our aircraft are strictly designed for emergency situations. If a passenger anticipates that they will need oxygen during a normal flight, EVA Air will provide a supply for that individual when the request is made at least 48 hours prior to the flight.

An EVA Medical Information sheet(MEDIF) certifying the passenger's fitness for air travel must be forwarded to our reservations office and approved by an EVA physician at least 48 hours (two working days) before your scheduled flight departure.

A passenger who needs oxygen must be accompanied by at least one medical doctor or nurse if medical treatment is required during the flight. An oxygen bottle and seat surcharge must also be paid. There is a US$200 charge per one oxygen bottle and for the seat surcharge fare. Please contact an EVA ticketing office or travel agent. Excluding oxygen needs on the ground, EVA will make every effort to provide the requested oxygen supply onboard your flight.

Portable Oxygen Concentrators (POC) and Medical Portable Equipment Devices (MPED)

The passenger who would require medical attention and/or special equipment (MPED) to maintain their health during the flight shall follow EVA General Conditions of Carriage to apply and obtain the medical clearance at least 48 hours prior to the flight.

Please note that inflight electrical power is not guaranteed to be available or operative on all flights and every seat. In the event that power supply is necessary for your portable electronic devices, you should bring a sufficient number of fully charged batteries (to power the device for 150% of the expected maximum flight duration) which are in compliance with ICAO instructions. Spare batteries must be individually protected to prevent short circuit or damage and carried in carry-on baggage only.

EVA AIR is not liable for any injury or harm to the passenger caused by a passenger attempting to use the power supplies for medical portable electronic devices by the failure of onboard power supplies or any other reasons in connection therewith.  Passengers use power supplies at their own risk.

Portable Oxygen Concentrators (POC):Passenger may bring and use Portable Oxygen Concentrator (POC) devices on board. The POC needs to be approved by EVA and comply with carry- on baggage weight and dimensions limitations. The POC must be stowed under the front passenger's seat; otherwise passenger may pay for an extra seat to tie-down the POC.

Please advise EVA in advance at least 48 hours prior to the flight departure date and inform reservation staff of the intended use of the POC and the model of POC to be used.

Passenger who plans to use a Portable Oxygen Concentrator (POC) must provide a medical certificate (MEDIF) from their physician that is issued not more than 10 days prior to departure of the flight.

The passenger must check in and arrive at the departure gate no less than 60 minutes prior to departure. Prior to boarding, the handling staff will verify the POC model, medical certificate, number and packaging of batteries. The device must have a label attached indicating that it has been approved for use in aircraft. For more information, please contact EVA AIR reservation staff.

The following POCs are allowed on board:

  • Invacare XPO2/XPO100
  • Invacare Solo 2
  • Delphi RS-00400/Oxus RS00400
  • AirSep Lifestyle
  • AirSep Freestyle
  • AirSep Focus
  • AirSep Corporation's Lifestyle 5
  • Inogen One
  • SeQual Eclipse
  • SeQual eQuinox / Oxywell (mdel 4000)
  • SeQual SAROS
  • Precision Medical EasyPulse
  • Respironics EverGo
  • Respironics SimplyGo
  • DeVilbiss Healthcare's iGo
  • International Biophysics& LifeChoice / Inova Labs LifeChoice
  • Inogen One G2
  • Inogen One G3
  • Inova Labs LifeChoice Activox
  • VBox Trooper
  • Oxylife's Independence Oxygen Conentrtor
  • https://www.faa.gov/about/initiatives/cabin_safety/portable_oxygen/

Passengers may carry Medical-Portable Electronic Devices (M-PED), such as Portable Oxygen Concentrators (POC), Ventilators, Suction Units, and Ambulatory Infusion Pumps. However, these M-PEDs should not exceed carry-on baggage dimension and weight limits. Electricity is not provided onboard, so please ensure your equipment can function on battery power alone. The passenger who would require medical attention and/or special equipment to maintain their health during the flight shall follow EVA General Conditions of Carriage to apply and obtain the medical clearance at least 48 hours prior to the flight.

Other Medical-Portable Electrical Devices except POC may be carried and used on board flights should following  Regulations Governing The Use of Electrical Device.

Medical Information Sheet (MEDIF)

Please pass the following forms to your attending physician and fill them in depending on your health conditions, so that our Aviation Medicine Office can determine if special safety measures or medical services are required. It is prohibited to operate of any electrical medical device during emergency evacuation.