Delayed / Missing / Damaged baggage and Restrictions
If you arrive at your destination without your checked baggage, rest assured that we'll do everything we can to assist and have your baggage delivered to you as soon as possible. The options below allow you to check the status of your baggage:
- Contact the EVA Air Baggage Service Office: Please click "Worldwide Airports"
- Online Baggage Tracing: Enter the file reference number 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 for trips that involve more than one carrier, passengers should report missing baggage to the last airline flown. In case of late delivery, damage or missing baggage, please contact the last carrier you flew with to reach your destination.
EVA and its agents handle all baggage with diligent care. Nevertheless, damage may happen under certain circumstances. If you believe EVA has damaged your checked baggage, please review this page to see how to report your claim. As a general rule, baggage which qualifies for compensation will be subject to repair. However, a service other than repair may be offered in accordance with EVA's assessment of the degree of damage, time factors and the depreciation rate of the baggage.
However, EVA is not liable for the destruction, loss or damage of any baggage caused by
- Defects in the material of the baggage itself or ageing after use.
- Minor dents, cuts, scratches, scuffs, dents, dirt and stains.
- Protruding parts such as covers, straps, hooks, belts, locks and 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.
If your checked baggage is delayed, wholly or partially lost or damaged, please report the incident to our local airport office or grand 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 claimed 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 conventions governing international air travel. The relevant conventions are 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 it remains in your custody throughout the flight. EVA is not liable for any loss of or damage to carry-on (unchecked) baggage unless such loss or damage is caused by EVA's negligence. Under such circumstances, EVA's liability is limited in accordance with the relevant conventions governing international air travel. The relevant conventions are 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, jewellery, 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 strongly advises against packing valuables, important documents or money in your checked baggage. Fragile or perishable items should not be carried in checked baggage either. For flights to and from Canada, baggage service fee refunds are permitted if passengers have paid for one or more checked baggage items and the checked baggage is 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 their baggage within 30 days, its disposal is subject to EVA's discretion.
Depending upon the item, unclaimed property found in the cabin will be held by either the EVA 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 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 travelling on a flight operated by another carrier may be subject to different terms and conditions. EVA or an authorised agent will advise you of the actual carrier operating the aircraft at the time of reservation and inform you of the terms and conditions of the operating carrier where they differ from those of EVA. Compensation for any damage will be the responsibility of the actual operating carrier.