Delayed / Missing / Damaged baggage and Restrictions
As soon as you determine that your baggage has been delayed, wholly or partially lost, or damaged, please contact EVA airport personnel immediately and submit a claim report. 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).
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 passengers report missing baggage to the last airline flown with for trips that have involved more than one carrier. 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 might 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, EVA will assess the degree, time factors, and the depreciation rates of baggage, a different handling other than repair may be offered.
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 aging after use.
- Minor dents, cuts, scratches, scuffs, dents, dirt, and stains.
- Protruding parts such as covers/straps/hooks/belts/locks/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.
Liability for checked baggage is limited in accordance with the relevant convention governing international air travel. The relevant convention is 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 remains under 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 a circumstance, EVA's liability is limited in accordance with the relevant convention governing international air travel. The relevant convention is 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, jewelry, 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 highly recommends that you please not include valuables, important documents, or money in your checked baggage. Your fragile or perishable items should not be carried in checked baggage as well. To/from Canada, baggage service fees refunds are permitted if passengers have paid for one or more checked baggage items and the checked baggage was 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 baggage within 30 days, its disposal is subject to EVA's discretion.
Depending upon what it is, 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 traveling on a flight operated by another carrier may be subject to terms and we or an authorized agent will advise you of the actual carrier operating the aircraft airline at the time you make a reservation, conditions of the operating carrier that differ from those of us, including the compensation of any damage occurring will be the responsibility of the actual operating carrier.