EVA Air

On return from Bangkok May 27th my wife unfortunately had an accident whilst on holiday and was unable to walk unaided and was in a wheelchair however she was upgraded to business class by our insurance company as she had to have her leg in an elevated position. When we checked in at Eva Air desk the attendant told us that neither of us was upgraded through her broken English. This took a while to explain and eventually I had to telephone our insurers whilst at the check in desk to gain confirmation again for them to find our booking. They gave my wife a ticket to use in the business class lounge as only she had the upgrade but I was not allowed to accompany her even though she could not walk or look after herself so I gave the manager on duty the ticket back as they would not allow me to pay for an upgrade or wheel her into the lounge. I asked if the plane was a full flight to which she replied no. When we boarded I again asked if I could upgrade irrespective of the price and flatly told no. At one point during the flight I walked from the rear of the plane to the front into business class completely unchallenged but when I sat next to my wife in one of the many empty seats in business class I was told to return to my seat in economy class as I was upsetting the rest of the passengers. I offered to pay any price for one of the empty seats in business class and especially the two that were next to my wife. I was flatly refused and ended the entire flight separated from my wife for the 11 hours. The captain made his announcement to welcome all of us on board 9 hours into the flight. This is the first and last time I will ever fly Eva Air as I would rather pay extra to fly with any other airline as their customer service is non existent in addition to the extremely poor command of English. Equally this practice does not make commercial sense as the amount of empty seats on this flight could have been used for passengers to upgrade if they wished and therefore earning the airline extra revenue.

Excellent service all round. Spotless planes excellent service smiling crew could not do enough to assist. Entertainment options were adequate and food was good.

Heathrow to Brisbane return a delight. My wife and I were treated very well on all flights. The food was excellent and nothing too much trouble. Our enforced stopover at the Monarch in Taipei was also a delight. Just one quibble perhaps it would be possible to improve the announcements from the pilot as these were practically impossible to understand due to poor English.

London to Bangkok. Both flights on time good service lovely staff good entertainment lots of food and better quality than expected. Legroom/comfort good for economy. Excellent value for money. A much more pleasant 11 hour flight than we were anticipating!

London to Bangkok with three young children. Good inflight entertainment very advantageous especially with children. Seat legroom respectable for economy class and EVA are good value for money. The plane was full but service and cabin crew were very good and a thoroughly enjoyable flight. Additional snacks and soft drinks available whenever we wanted them.

I have travelled EVA many times usually Premium Economy occasionally in Business and in general seats are comfy food is decent and staff is very pleasant. My complaint is about the website which is one of the worst I have ever encountered and far and away the worst airline website I have ever used. Maybe the Chinese language site works better? The English site is horrible. It took me hours to figure out and book flights. Then I couldn't select seats so I called the 800 number and was told that aisle seats were requested for me. Today 3 days before flight I got an e-mail inviting me to select seats on the website. Trying to log in using confirmation # and name (exactly as on ticket) and they couldn't find my name. Logging in with frequent flyer number and password and the system is down please try later. Please EVA upgrade the website!

London to Bangkok return. Quality of food improved from last year. Excellent meals in both directions and a very good selection of wines and champagne. Good selection of films. I don't mind the angled seats.

TPE-HKG in economy then Macao-TPE with upgrade to business. Only one option for lunch on the TPE-HKG route - an awful fish dish truly inedible. I don't eat fish and the flight attendant found a tasty Hindu meal for me to eat. The lesson is to not count on them for food in economy and order a Hindu meal. Flight from Macao to TPE fine. Macao business class lounge seems stuck in the 80s but that isn't EVA's fault. You can fly into Hong Kong and out of Macao on EVA or vice versa which is very convenient. I believe EVA is the only airline where this is possible.

YYZ-TPE-BKK Premium Laurel. I used to be a regular on EVA but the service started deteriorating over the past two years and I switched to Star Alliance carriers. As well EVA has lost its cost advantage. The seats in Premium Laurel are probably the worst available. All of the negative comments posted are valid. There really is no reason for such an uncomfortable seat. Air Canada uses the same aircraft for its long haul flights and is able to offer full flat beds and maintain the same passenger capacity. EVA caters to Chinese clientele so its menus are typically slanted to Taiwan preferences. That being said the western food options have deteriorated in the past two years with blandness high fat content and overcooking being signatures of EVA's caterers. The cabin crew are decent and planes are clean. A major disappointment is the YYZ lounge. Yes it is close to the gate but it is basically a separate holding area with limited food and beverage options. It's worse than the local domestic Air Canada Star Alliance lounge. EVA does not have a customer service email for inquiries and the only way to access customer service is to call a ticketing office. The Toronto office was unhelpful. There is no ticket office open on the weekends and after 6pm. The other big issue with EVA is that of language skills. I do not speak Mandarin and most of EVA's ticket agents cabin crew and desk agents have very limited English skills. I still am fond of EVA but when an airline starts cutting corners my loyalty reduces. EVA is no longer special and it offers business class service that is at the same level as North American carriers not its Asian competitors.

Amsterdam to Bangkok and back on B777-300 : out on a night flight and return on day flight. Even though the seats do not recline to a flat position for sleeping we got a good sleep. You get a large pillow plus duvet. Food and drinks fantastic. Wide choice of menu made even larger if you pre order on line before your flight. On board service is very good with good attention to your personal needs. In flight entertainment with a good choice of movies and music and high quality head sets.