EVA Air Customer Service Issues

I have a flight scheduled for May 5, [redacted], but I noticed a name discrepancy on my ticket compared to my passport and Green Card. The ticket displays "KATHERINE J PITAO MCQUEEN" like on my Green Card, while my passport only shows "KATHERINE J PITAO." Cheapoair suggested canceling the ticket for a $[redacted] fee and purchasing a new one, but I need to travel urgently with my husband due to a family emergency. I would appreciate any guidance on how to resolve this issue. Thank you.

Hello Team, I recently traveled from Manila to Delhi with layovers in Taipei and Shanghai. My itinerary number is [redacted]0. The journey involved Eva Air for the Manila-Taipei-Shanghai legs and China Eastern for the Shanghai-Delhi leg. Due to the airline change, I had to collect my luggage in Shanghai, obtain a new boarding pass, and navigate immigration. Despite the flight delays, upon landing in Shanghai, airport staff promptly assisted me through immigration and provided a new boarding pass. Although I mentioned my luggage, they informed me there was insufficient time to retrieve and recheck it, assuring me it would reach my final destination. I expressed concern about the baggage tag indicating Shanghai as the endpoint due to Eva Air ticketing, but they reassured me it would be handled appropriately.

This is my first time flying with EVA Air, although I frequently travel to Asia. I bought tickets for my family of 6 through Expedia for a trip from SFO to Chiang Mai. Despite selecting seats during the purchase, I noticed a change in my seating arrangement recently. I need my children and me to sit close together for the flight, but the new seats assigned are spread out. I have been trying to reach both the international toll-free line and the local office for the past 3 days. I've spent over 3 hours a day, totaling 9 hours, waiting for an agent to assist me, with no luck so far. I even started calling at 8:29 am when the local office opens at 8:30 am, but my call gets dropped after 20 minutes due to the system setup. I understand there is a typhoon in Taiwan, but the customer service experience is frustrating. I have never encountered such issues with other airlines before, and this situation has been extremely unpleasant.

Upon our arrival at Heathrow airport last night to catch our flight to Bangkok, many passengers, including us, were informed of a delay which your company, EVA Air, was aware of since the previous evening. Unfortunately, no communication was provided to us in advance despite the inconvenience this caused. When we approached the help desk, we were disappointed to learn that no accommodations would be arranged for us. As a result, we had to secure lodging at a high cost and cover additional expenses for meals and beverages since nearby hotels were fully booked. The lack of proactive communication and customer service greatly impacted our travel experience. We are uncertain if the flight will depart today, potentially leading to further expenses for us to return home. This unexpected situation also affects our prepaid holiday days at our destination. We are disappointed that a simple notification could have prevented this ordeal and saved us considerable money. We seek clarity on our options if the flight remains delayed past today, 12th July, and request appropriate compensation for the inconvenience. The investment in a business class ticket has not proven valuable under these circumstances. Your prompt response regarding Flight BR068 is greatly appreciated. Thank you.

Dear Sir or Madam, On July 4th, I contacted your customer service hotline about whether the six flight sectors I flew in June after reaching Silver Card status could count towards achieving Gold Card status. A colleague informed me on July 5th that this was possible. However, the flight sectors have not been added to my account yet. The miles for these flights have been added, but I believe there might have been a misunderstanding, and only the miles were included. As I will reach the next status sooner based on flight sectors, I kindly request to have the flight sectors added accordingly. Thank you. Best regards, Friedrich Meidert

I need assistance with my refund. On June 26, I had a flight from Jakarta to Vancouver via Taiwan with EVA Air. At the counter, I was not allowed to check in because I couldn't show the credit card used to purchase my ticket (which belongs to my boyfriend in Canada who bought me the ticket). I had to pay the full amount in cash, totaling 13,[redacted],[redacted]. I was upset at the airport and had to borrow money from friends. EVA Air promised to refund me within three weeks but it's been a month with no updates. Their service to passengers has been disappointing. My ticket number for the refund is [redacted][redacted], and my new ticket number is [redacted][redacted]. I can't contact EVA Air in Jakarta as I am currently in Canada. Please reach out to me as soon as possible. You can call me at +1 [redacted] or email me at [redacted] Thank you.

The flight cancellation was extremely inconvenient and caused emotional and physical turmoil for my husband and me. While stuck in Taiwan, I attempted to communicate with Eva Air agents, but most of them did not speak English, making it difficult to get assistance. I requested an earlier flight to attend a wedding but was told nothing could be done, I had to wait. Following the cancellation, upon landing in Manila, Philippines on August 18, [redacted], at 23:30, we were unable to disembark for 7 hours, until 06:30 on August 19, [redacted]. The flight crew failed to ensure our comfort, offering no meals, snacks, or even water during the extended wait. When my husband asked for water, we were given hot water, which was not suitable for drinking. This experience was traumatizing, and we have decided not to use Eva Air in the future and do not recommend them to others.

I need to cancel my flight to a dangerous area. My flight is on October 11 from LAX to Bali, returning on October 20, [redacted] on EVA 15. My ticket number is EUSP[redacted]64. I am requesting a refund as I purchased Allianz insurance. I was unaware of the earthquake activity in that region and due to extreme anxiety, it would be detrimental to my mental health to travel there now. My friends have backed out and I am too scared to go alone, not wanting to inconvenience other passengers or airline staff. Please refund the amount to the credit card used, deducting your fees and insurance costs. You can reach me at [redacted] for any rescheduling. Sincerely, Sara P.

I made a flight booking for December 11, [redacted] from Zadar, Croatia to Bangkok, Thailand using Expedia. Unfortunately, I was charged in US funds instead of Canadian dollars. I promptly tried to cancel the tickets through the confirmation email but did not receive a confirmation. After calling Expedia twice, they were finally canceled on October 15. Expedia advised me to contact EVA Airlines for a full refund. However, I am having trouble reaching EVA Airlines using the listed phone numbers. I attempted to call the office in Zagreb and the 1-[redacted] number but I cannot get through. I also tried emailing EVA Airlines without success. I have since rebooked the tickets through Flightnetwork and now need help getting a refund for the original tickets. Can someone please call me back at my Croatian cell number +[redacted]-91-[redacted]-[redacted] or provide a working number for me to contact? Thank you. - Sharon

Hello, I'm C. Bell from the United States. A few days ago, I arrived in the Philippines and had a disagreement with immigration at the airport. They detained me and charged me $[redacted] for a holding room. Employees from Eva Airlines convinced me to buy a ticket back to the US for $1,[redacted], claiming it had to be with them and leaving that day. They issued me tickets for different dates. I suspect they scammed me and also attempted to charge my debit card for another ticket. I paid them in cash. These Eva Airline employees at Mactan International Airport in Cebu should be held accountable. I have receipts for proof. Thank you.

I am requesting that Eva Air investigate the scanners at Cebu Philippines Mactan International Airport as I believe they are involved in a scam with the immigration officers. The Eva Airline counter employees defrauded me of $[redacted].00 and $[redacted].00 after the immigration officers caused issues with my passport to extort money for deportation. This has affected not only me, but many others at Cebu Philippines Mactan International Airport. I am seeking a refund of the mentioned amounts and additional compensation for the financial distress caused. I also urge Eva Air to take action against the dishonest workers involved in this scam.

Dear EVA Air Customer Service, I am reaching out regarding my mother, Mrs. Chia Hwee Noi, who had to re-issue her return ticket from Houston IAH to Singapore SIN on 24 November [redacted], due to a family emergency. Unfortunately, my maternal grandmother, Chan Siew Eng, was hospitalized, leading to the need for ticket re-issuance. Despite the circumstances, EVA Ticketing charged my mother for this change. Tragically, my mother did not reach Singapore in time, as her mother passed away while she was on her way from Taipei. In light of this situation, we kindly request a Bereavement Refund from EVA Air as a compassionate gesture during this difficult time. Attached, please find the Death Certificate of my grandmother for reference. We appreciate EVA Air's understanding and support during this challenging period. Thank you for your consideration. Sincerely,

Dear EVA Air, I am encountering significant challenges trying to reach a representative regarding canceling my flight reservation. The customer service line, 1-[redacted], continuously redirects me to the website without offering assistance over the phone. I need help canceling a double booking for PB9UEH, where I was charged for the ticket despite not completing the online booking process. Despite my attempts to contact someone, I am unable to reach a representative. It is disappointing that a reputed 5-star Skytrak airline lacks responsiveness to customer concerns. Sincerely, Richard Director

I made a booking through the Hopper mobile app for a flight from Cebu to Toronto via Taiwan on January 4, [redacted]. The ticket was purchased using a friend's credit card from Alberta, Canada, as I do not have my own. I have come across information, including on EVA AIR's website, indicating that the credit card owner should be one of the passengers or present during the flight. In my case, my friend will not be flying with me. She solely paid for my ticket due to my lack of a credit card. I am concerned about this situation as my departure date is rapidly approaching and I am seeking advice on the best course of action to address this issue before January 4th.

I need to update my flight itinerary. I will be changing my flight from Guadalajara, Mexico to Cebu, Philippines on January 27, [redacted], returning on April 23, [redacted]. Currently, my flight goes from Guadalajara to San Francisco to Taipei to Manila. I would like to change it to go from Guadalajara to Los Angeles to Taipei to Cebu. I found a connecting flight leaving Guadalajara on January 27 with Interjet to Los Angeles and then connecting with Eva Airways to Cebu, arriving around 10:05 am. Please make this change for me. Thank you for your assistance. - Terrence Lynn Schrack

Hello, I recently booked two tickets (RA7OHS & R8WDS9) for an Asia trip on 2/22/[redacted] at 11 am using a credit card with the last four digits [redacted]. We decided to invite my sister and brother-in-law for our Bangkok trip and purchased round-trip tickets (RCKTLR) as anniversary gifts, also using the same credit card. During the booking process, we contacted Customer Service at 1-[redacted] three times for assistance and were informed that as long as the four of us travel together and present the credit card upon boarding, the booking would be fine. However, we later discovered an error on the return flight of tickets RCKTLR, where the date from BKK to TPE did not align with our other two tickets. I kindly request to change the return flight of RCKTLR from 11/30 to 12/2 without any penalty, which will allow us to travel together smoothly. Thank you for your attention and have a wonderful weekend. Best regards, Mike Y. Sheng

I encountered issues with my planned flight, forcing me to change it at the last minute and upgrade my seat due to flight anxiety. My original seat, which suited my needs, was changed without my consent to the last available seat that made me uncomfortable. The airline displayed unprofessionalism and failed to ensure my satisfaction. Despite paying $[redacted] to upgrade, my luggage was left in Taipei. My flight was rescheduled from Saturday to Sunday without my approval, risking getting stuck abroad or needing to pay extra for another upgrade. The services should have aligned with the higher price I paid. Currently, I am without my luggage, and the airline cannot provide a timeline for its return. They have been unhelpful in addressing my concerns, offering no solutions but mere promises to update me later. It is disappointing how a reputed airline can neglect a customer in such a manner, possibly due to not flying business or first class. Upgrading to premium for $[redacted] should have warranted better treatment and a more genuine apology.

Dear Sir or Madame, I am raising a complaint regarding my flight experience with Eva Air on February 27, [redacted], on flight BR067 returning to London Heathrow from Bangkok. The decision to return due to the conflict between Pakistan and India was understandable for safety reasons; however, the handling of our passports by the ground staff caused discomfort. Despite the importance of passports for identification and banking purposes, I felt uneasy surrendering mine without proper assurances. Requesting a receipt or information about the staff member in possession of my passport was denied, and I faced a threat of having my bags removed from the plane and visa canceled for my reluctance. The lack of communication and assurances from the staff heightened my anxiety during the ordeal. While other aspects of the service were satisfactory, the unexpected situation left me feeling unprepared and anxious. I hope for a response addressing my concerns. Kind regards, G. Harrison

On March 6, [redacted], my mom arrived at JFK around 12 a.m. She usually flies with Eva Air from Cambodia to JFK and then takes a shuttle bus to Cherry Hill. Unfortunately, she experienced a delay of about 30 minutes in the cold because the bus driver refused to let her board, claiming her name was not on the list. She had to rush back and forth in the cold to get assistance from Eva Air staff inside the airport, but was still not allowed on the bus. I am deeply disappointed by this incident, especially since we had purchased tickets that included the bus service. My parents visit the U.S. twice a year and always fly with Eva Air. I contacted the shuttle bus company in Pennsylvania, spoke with the manager, and tried to explain the situation, but he was unresponsive and impolite. This issue needs to be investigated as the travel agency in Cambodia confirmed that my mom's name was sent to them. It seems to be a recurring problem for Cambodian customers, and I am seeking answers and a resolution. Thank you. - S.S.

I have a flight booked to Cebu on Sept 27, returning on Oct 7, but I need to change it to Oct 7, returning on Oct 21 due to a scheduling conflict with an important event on Oct 7. I have already purchased tickets, including insurance. The person who made the booking mentioned an additional fee for the change, but since my flight is almost 8 months away, I believe the extra charge is unfair. I typically fly with Eva Air when traveling to the Far East. Please contact me at [redacted] or via email at [redacted]. - John D.