EVA Air

✅ Trip Verified | EVA Air is a great airline, in the air, less so when there is a problem on the ground. My return to Taipei from Chicago was cancelled three times (September 4, 6, 9).. I believe that they could do better in customer service, particularly in rescheduling. On Friday, I called about my cancelled flight; the phone rep did not suggest any alternative itineraries (I can't wait two weeks for the ORD route to open up). I suggested flying through Houston instead of Chicago. The rep told me that my new flight plans would not be confirmed until Monday (and that there may or may not be a fee for changing my itinerary). I decided today to cancel and fly another airline. The representative could not tell me what my refund would be. She instructed me to email the EVA office in Chicago and they would let me know when they get back to work after the holiday. The website and app are adequate for booking a ticket, but seem worthless to deal with any problems. And, if the app/website is worthless for rebooking, why can't the phone reps give firm answers about rebooking and fees?

✅ Trip Verified | Be wary of purchasing tickets for EVA air flights. The lower fare belies the issue with the layover transit ban in Taipei. Although a small screen on a page will alert you to this ban, it states that the ban will be in effect for only a month (until Aug 31, 2021 as of this writing). Some people are willing to risk having their flight canceled. However Taipei has a history of extending this ban every 30 days since May 2021. If we had known that Taipei had a record of protracting their transit ban, we would not have purchased this ticket. Ultimately, we canceled our booking, paid the $120.00 surcharge and booked a direct flight with another airline out of LAX just for peace of mind.

Not Verified | Me and my wife booked flights on May 5, 2021 for May 14 to June 2, 2021 round trip tickets from Edmonton to the Philippines this coming May 14, 2021. Because of the new rules imposed by the government of the Philippines to incoming travellers, we decided to just cancel our trip. We requested a refund from Eva Air but we were surprised that only about 60% will be refunded in 5-10 days. We’re still waiting for the return of the money. Almost 40% penalty charges is just too much. We feel like this is taking undue advantage especially at this time of the pandemic. Eva Air should be more compassionate to their customers. A 20% cancellation penalty is more acceptable. We’re very disappointed but what can we do. We will just wait for the refund and learn from it.

✅ Trip Verified | The airlines cancelled my flight due to limited flight. My original flight is May 20. Due to this changes I have to make changes also on my connecting flight. I asked to move it to June 11. I was told that I can only picked a date between May 24 to June 2 and for Monday, Wednesday, Friday. I asked to speak to manager if I can change it to June 11 since they are the one who decide to cancel the flight coming out of Manila on Tuesday and Thursday. The representative said that the manager will tell me the same thing because its a company policy, and told me i will have to pay the difference or cancel the flight and book it somewhere else. I understand they're trying to consolidate their trip but if you are the one who's causing the inconvenience of customer, you should be able to be flexible.

✅ Trip Verified | A bad experience. I appreciate that Taiwan prides itself on efficiency, but perhaps a little more attention could be spared to hospitality. On the plus side, the flight was on schedule and the plane was very clean. On the minus side, one meal for a five hour flight and nothing else, not even passing through with a tray of water in a plastic glass. The seat selection was a bad joke: the plane was 90% empty, but on the online seat selection I was offered a choice of only two seats, neither at a window, both at the aisle. In the days of Covid, surely a window, seat is further from people walking down the aisle? The attitude of the cabin crew was frosty.

✅ Trip Verified | My trip was a group booking for a school field trip before most flights were affected by the pandemic. Our actual flight was cancelled due to COVID, but we were quickly rebooked to the next available flight. Service was good - ground service for group booking (we were a group of 30+ people) was excellent and check-in was seamless. Food served was excellent - for a 2 hour flight, we were served a full meal. Crew wore masks (no PPEs yet as there were still no outbreak at the time), but you can see the courteousness and sincerity in their service. Even got some playing cards to pass the time! Would recommend flying with them again.

✅ Trip Verified | I was fortunate to check in for my flight back to the USA the night before the flight. The challenge for me, though, was being able to check in my bag right at an hour before departure from Seoul, as I was afraid that I wouldn't be able to make it to the airport in time via public transport in the early morning. Happily, that wasn't a problem. I was able to make it to the check-in gate right on time, the staff were friendly and checked my bags with no issues. Gate staff in Seoul and Taipei were pleasant. The flights to Taipei and then to Los Angeles were drama-free. I found the cabin and lavatories clean and staff courteous. I did find the seats slightly more cramped (maybe just my perception) and in-flight entertainment and meals to be a little boring, though, compared to previous experiences using JAL and Singapore, these still fare better than most North American carriers in my opinion. All in all, a positive experience returning to the USA. I'll value professionalism and cleanliness, with friendliness as a bonus, any day before watching the coolest new Hollywood flick.

✅ Trip Verified | London to Taipei during the pandemic. EVA only sells full fare ticket during this period so my tickets cost double of the usual price. However this is totally understandable, and I was able to select my seat once the ticket is booked. Check in at Heathrow was bit chaotic but this was due to the airport organisation to ensure social distance (which in my opinion only creates more queue than distance). EVA has requested some forms to be filled prior to checking in and also Taiwanese government requires online registration so they can monitor each single arriving passenger. The queue to reach check in took around 90 minutes. Once check in was performed it was very smooth to go through security. After security the only shops opened were Boots and WH Smith. Boarding was in good order. EVA enforced boarding zones to reduce congestion. Temperature of all passengers were taken and recorded. The crew members were in full PPE (goggles, facial mask, glove and apron) but still welcome passengers with a warm smile. The plane is a 3 year old B777-300 but it was spotless. EVA planes are perhaps the cleanest among all but it's evident that special cleaning had been implemented during this period. Most of the Taiwanese passenger also wore personal PPE and everyone was wiping their seat/table/screen once onboard. The flight pushed back some 30 minutes behind schedule due to delay on ground service. We were given amenity kits, blanket and a bottle of water while we wait on the ground. We were served two hot meals throughout the flight - one dinner and one breakfast. Both meals were tasty. They also announced few times that food and drink service was altered to meet additional hygiene standard. Toilets on the plane was kept spotless through the journey in a typical EVA fashion. Choices of movie/TV was limited. This has never been the strong point of EVA and perhaps during this tough time for aviation this has been cut back further. However I was still able to find some movie and TV programs to keep me occupied when I wasn't sleepy. The 13 hour flight passed quick and it was a very quiet 13 hours. All passenger wore their mask throughout. The flight landed in Taipei 20 minutes later than schedule but it only took me less than 30 minutes to leave the airport - that included buying a new SIM card, finishing the health screen registration, passing immigration and collecting luggage. The luggage was also disinfected before they reached the belt. It was a fantastic flight - very calm and relaxing despite the various measures enforced. The cleanness of the plane and the strict service procedure was reassuring.

✅ Trip Verified | For weeks, I've been trying to contact EVA Air regarding a refund or rescheduling of four flights between NY and Tokyo in July 2020 because of the COVID-19 travel ban. The refund form on the website returns an error although I put it the valid ticket numbers from the reservation that there on the same website. They removed all email addresses from the contact so that is impossible to contact customer service. Left only phone numbers that, if you call, play a recorded message that they can't take your call. I sent a message on Facebook and they said you have to call us. After I told them the phone number plays a recorded message, they won't reply.

Not Verified | London to Bangkok . Very comfortable seats with own monitor. Punctual and reliable. Crew are firm(take no nonsense)and polite. Good service. Special meal is not an option in economy. Lots of foreign films to watch. Overall very good airline.