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.

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 Commitment & 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.
• 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.
• Airport Services: EVA Air office check-in services to passengers with special needs at the No.18 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-in 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. 
• In-flight equipment: Due to space constraints, except for A321 type of EVA Air aircraft is not equipped with on-board wheelchairs, other types of EVA Air aircraft are equipped with on-board wheelchairs for passengers with disabilities. Please consult 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: 1. Transportation between the aircraft gate and seat while enplaning/deplaning. 2. Transportation between the aircraft seat and toilet by on-board wheelchair or other mobility aids.
  • We are unable to provide the following assistance for passengers with disabilities: 1. Assistance with feeding of meals. 2. Assistance within the restroom or assistance at the seat with defecation and/or urination functions. 3. Medical services. 
• Support animals: Service pets required by passengers with disabilities, such as guide dogs, are not charged to excess baggage fees. However, passengers need to provide relevant medical certification documents. For pet transportation, please refer to Pet Policy AVIH.

In accordance with U.S. Department of Transportation and CTA ATPDR, passengers with disabilities will be provided with certain accommodations and services under ”Non-Discrimination on the Basis of Disability in Air Travel ( 14 CFR Part 382) and “Accessible Transportation for Persons with Disabilities Regulations” (SOR/2019-244)

Contact Information

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

North America Customer Service: 1-800-695-1188

Telephone service hours:

Monday – Friday 05:30 – 17:30 (Pacific Standard Time)

Saturday, Sunday, & Holidays 07:00 – 15:30 (Pacific Standard Time)

Email: laxrrbr@evaair.com

Hearing

EVA offers accessible mean of contacting us for reservation-related matters:

TTY: Contact us with a few simple steps:

1. Dial 711.
2. After the operator gives you the go ahead, type in 1-800-695-1188.
3. The operator will dial the number for you and will let you know as soon as someone answers the call.
4. Use teletype to communicate with the operator and the operator will act as a translator to EVA.

Complaint Resolution Services

If you have any comments or complaint regarding the accessibility services we provided, please mail us your comment and/or complaint to:

EVA Airways Vancouver Office
Vancouver International Airport
Domestic Terminal Room B4110
3880 Grant McConachie Way
Richmond, BC. Canada V7B 1W2

Or, email to: laxrrbr@evaair.com

EVA Airways has specially trained individuals called Complaint Resolution Officials (CROs) at each of our airport locations in the United States and at Taoyuan International Airport to assist our passengers with disabilities with their requests. Passengers can also contact the US Department of Transportation by any of the following means:

Wheelchair service is available for departing, arriving, transfer and transit passengers at 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 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)

• 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.

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.