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 Article 119-5 of Aviation Law and is applicable for flights to and from the airport located within the Korean territory.
Notifying Consumers of Known Delays, Cancellations and Diversions
For each flight scheduled to depart within 7 days, EVA Air will provide updated information about changes to the status of flights no later than 30 minutes after the carrier becomes aware of the change (e.g., a cancellation, a delay of 30 minutes or more or a diversion). The flight-change information will be provided at EVA Airline's boarding-gate area (on the day of the flight), on the EVA website (www.evaair.com on the flight information page) or via the telephone reservation system or SMS (text message). If you have provided any other means of contact (e.g., email, telephone number, etc.) EVA Air will attempt to reach you through those methods where reasonable.
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.
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.
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.
Providing Ticket Refunds
For tickets purchased on the EVA Air website, EVA reservation/ticketing office or travel agent and for which ticket refunds are due, we will refund you including any fees for optional services without a refund charge that you were unable to use due to an oversales situation or flight cancellation.
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 departing from or arriving in Korea, EVA will not permit an aircraft to remain on the tarmac at a Korean airport for more than four hours before allowing passengers to disembark. The exceptions are if the pilot in command determines that the aircraft cannot leave its position on the tarmac and deplane passengers for a safety- or security-related reason, or if air-traffic control advises the pilot in command that returning to the gate or other disembarkation point to disembark 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 Korea has a comprehensive contingency plan to respond to any irregularities. We are in constant close coordination with local airport authorities, government authorities and our code-share 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 departing from or arriving at a Korean airport happens to have a tarmac delay of more than two hours following gate departure or flight touch down, snacks/food and water will be offered to passengers unless the pilot in command determines that safety or security reasons prevent such services. 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. Apart from a few exceptions, under such circumstances, passengers involuntarily denied boarding will be entitled to the denied-boarding compensation in line with Consumer Dispute Resolutions. 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 - For tickets purchased on the EVA Air website or EVA reservation/ticketing office and for which ticket refunds are due, we will refund you including any fees for optional services that you were unable to use due to an oversales situation or flight cancellation.
- Frequent Flyer Rules
- Aircraft Seating Configuration (choose aircraft type)
- Lavatory Availability (choose aircraft type)
Notifying Customers of Changes to Their Travel Itineraries in a Timely Manner
EVA Airlines will notify consumers in a timely manner of changes to their travel itineraries 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. The ways in which passengers can get flight change information:
Flight information is provided on our website: www.evaair.com; Mobile flight updates (text message) are provided once the passenger has registered for the notification service via the website or the phone reservation system;
EVA boarding-gate area, check-in agents, flight crews and airport flight-status board (on the day of the flight)
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.
Disclosure of Aircraft Information and Compensation
Ensuring Good Customer Service from Code-Share 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 on 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.
This route is a code-share with UNI Air and Asiana Airlines.
The aircraft information complies with the Korea Fair Trade Commission's Paragraph 1, Article 4 of the Fair Labelling and Advertising Act, and is applicable to aircraft operating to and from the Republic of Korea.
- Fleet information
- Fare Release Notice
- Fleet Information
- Fare Release Notice
Note: The aircraft information may change frequently, so please check the UNI Air website for the latest aircraft information.
- Fleet Information
Note: The aircraft information may change frequently, so please check the Asiana Air website for the latest aircraft information.