Business Profile

Airlines

Eva Airways Corp

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

This profile includes complaints for Eva Airways Corp's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

9 total complaints in the last 3 years.
3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/28/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 05/202/2025, I booked a flight from *** to ******** on ***********, itinerary **************. On 01/17/2025, I contacted ******* to cancel my flight due to health issue that required immediate chemotherapy treatment. However, *** Airway refused to refund for the flight I cancelled due to their business policy, as per Airline policy, they won't be able to grant the waiver for medical reason. Refund will be processed as per fare rule.
Initial Complaint
Date:01/23/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
RE: Booking 5DESG4 I purchased in flight wifi ********** did not work for any of the 14 hour duration.Attempt was made to request refund on their website which resulted in an error message saying no refund eligible.The last 4 digits of card used were either 1428 or 7491.
Business Response
Date: 02/11/2025
Dear BBB:
Thank you for forwarding Ms. ******* complaint.
The inflight ************* is provided by ******************. Our related concerned department has forwarded Ms. ******* inquiry to their customer care service to follow up with her.
We very much appreciated your attention on this matter.
Sincerely,

Customer Service Department
*****************************
America Head Office
Initial Complaint
Date:12/24/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/26/23 we purchased a round trip ticket from *** airline and my return flight was cancelled and I never received a refund for my cancelled flight. Flight number was BR0715.Ticket number: ************* Record locator: 4J9J9D ******** DongPampanwar
Business Response
Date: 01/13/2025
Dear BBB,
Thank you for forwarding Ms. Dong-Pampanwar's complaint.
It is our understanding that the travel agency has submitted a refund application for the unused portion of the PEK-TPE-LAX itinerary. Should Ms. ************** have any questions regarding the status of the refund, she may contact the travel agency for further assistance.

Additionally, *******'s ticketing office has processed the refund for the chargeable seats (EMD No. 695-4563699882 and No. 695-4563592806) associated with the unused flight segments (PEK-TPE and TPE-LAX) to the original AMEX card ending in 1013. Please allow ********************************************** her bank statement, as processing times may vary depending on her financial institution.

We greatly appreciate your attention to this matter.
Sincerely,

Customer Service Department
*****************************
America Head Office
Initial Complaint
Date:05/03/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a ticket through their website and found another ticket later the day to have better route. So we called in 24 hr window to cancel the ticket. The rep ***** mention anything that I have to cancel the tickets online and rep said I will receive notice in24 hrs. And today called in they ***** cancel the ticket and 24 hrs full refund window is passed. Now I will have big penalty. I called in the service line and they lied about they told me I have to cancel online. I asked if they can send me the recording so I can verify what they said. They refused. This is a terrible business. My second tickets are also bought from them with better route but high price. What a scam.
Business Response
Date: 05/10/2024
Dear BBB,
EVA Air has responded to ********** and offered to provide a full refund to their tickets. Please find attached email sent to the passenger.
Thank you.
Sincerely,
Customer Service Department
*****************************
America Head Office
Initial Complaint
Date:11/28/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Who It May ** Concern,I bought my International Ticket from ***** to ******* (***) on April 12, 2023 with Eva ********* My original schedule and the old E-Ticket Number: *************:AS2143 01FEB BOI---*** **** 2010 01FEB BR 017 02FEB ***---*** **** **** 03FEB BR 391 03FEB ***---SGN **** **** 03FEB BR 396 24FEB SGN---TPE **** 2010 24FEB BR 026 24FEB TPE---SEA **** **** 24FEB AS2365 24FEB SEA---BOI **** **** 24FEB I arranged my vacation and booked a Hotel in *******. But **************** changed my schedule without my permission.I tried to contact the EVA ******* then they told me that I need to contact with Travel Agent. I contacted Travel Agent and they contacted with **************. Then Travel Agent told me know that The Travel Agent and EVA ******* can offer me the following alternative:AS3305 01FEB BOI---SEA **** **** 01FEB BR 023 01FEB SEA---TPE **** **** 03FEB BR 395 03FEB TPE---SGN **** **** 03FEB BR 396 24FEB SGN---TPE **** 2010 24FEB BR 026 24FEB ***---SEA **** **** 24FEB AS2141 24FEB SEA---BOI **** **** 24FEB But the EVA *******s did not confirmation E-Ticket for me. As you know that I paid my ticket so long time ago but I did not get my ticket or E-Ticket.If the EVA ******* do not confirmation my E-Ticket, then the EVA ******* must pay $3000 for my loss. Then I can buy another ticket from another *********Thanks,*****
Customer Answer
Date: 12/05/2023
CC: ***************
       Customer Relations *************************************** **************** Div.
       Ref:ECSR/TPEWS/23007623

Dear Eva ******** and ***************,

I checked my ticket with e-ticket = ************* last Friday 12/1/2023 then I saw my ticket and I selected the seats as following:
AS3305  01FEB  BOI---SEA 2045 2125  01FEB
BR 023  01FEB SEA---TPE 2330 0440  03FEB   - Selected Seat = 21D
BR 395  03FEB TPE---SGN 0725 0950  03FEB  - Selected Seat = 46D

But I re-checked it this morning (12/5/2023) at your website then I got different flight and waitlist (No ticket for me) then I cannot *************
AS3305 01FEB BOISEA 2045 2125
BR 025 02FEB SEATPE 0010 0520
BR 395 03FEB TPESGN 0725 0950

I want to know whats going on about my ticket.

Thanks,
*****
Customer Answer
Date: 12/08/2023
CC: ***************
       Customer Relations ********************************************* **************** Div.
       Ref: ECSR/TPEWS/23007623
Dear Eva ******** and ***************,

I checked my ticket with e-ticket = ************* last Friday 12/1/2023 then I saw my ticket and I selected the seats as following:
AS3305 01FEB BOI---SEA **** 2125 01FEB
BR 023 01FEB SEA---TPE **** 0440 03FEB  - Selected Seat = 21D
BR 395 03FEB TPE---SGN **** 0950 03FEB - Selected Seat = 46D

But I re-checked it this morning (12/8/2023) at your website then it removed my seats then I re-select the seats then it is asking me to pay $120
BR 023 01FEB SEA---TPE **** 0440 03FEB   - Selected Seat = 21D
BR 395 03FEB TPE---SGN **** 0950 03FEB - Selected Seat = 46D

I want to know whats going on about my ticket. How can it force me to pay $120 for these seats?

Thanks,
*****
Business Response
Date: 12/28/2023
Dear BBB,
This case was forwarded to travel agency where ticket was issued. Per travel agency, they will contact passenger and follow up accordingly. Thank you.
Best Regards,
Customer ************************************************************************* Head Office
Customer Answer
Date: 01/11/2024
To Whom It May ** Concern,
I would like to let you know that the travel agent did not and never contact me.
Thanks,
*****
Customer Answer
Date: 01/11/2024
To Whom It May ** Concern,

I would like to let you know that the travel agent did not and never contact me. Then I could not select the seats.

Thanks,
*****
Business Response
Date: 02/16/2024
Dear BBB Resolutions Consultant,
We appreciate your assistance in facilitating communication between us and Mr. ** regarding his concerns about a recent issue with his ticket and seat selection.
We extend our sincerest apologies to Mr. ** for any inconvenience or confusion caused by this matter. Despite our efforts and requests for his travel agency to promptly contact him to discuss the situation, it appears they have not responded as expected.  We sincerely apologize for the ongoing inconvenience caused by the lack of communication from the travel agency involved.
Upon reviewing ************ case, we have thoroughly investigated the circumstances surrounding his ticket and seat selection. It was discovered that ************ ticket was purchased through a third-party travel agency, and it was issued under an Economy class basic fare. We explained to Mr. ** that advance seat reservations typically incur a fee, depending on the type of fare class ticket purchased.
In reviewing of his reservation record, we discovered that his travel agency assisted in rearranging his outbound flight from ***** (***) via ************) to ***********) and *************** Minh **** (SGN) due to changes in the original flight schedule. Regrettably, there was an error in the rebooking process. The travel agent mistakenly rebooked the Economy Class "Up fare" without reissuing the ticket for him. This allowed Mr. ** to select seats initially without incurring a fee. However, this reservation was subsequently canceled because the travel agent failed to reissue the ticket accordingly.
Consequently, when Mr. ** attempted to re-select the seats, our system recognized it as a new selection and prompted him to pay the applicable fees. The travel agent later rectified the situation by rebooking and confirming *** flights (SEA-TPE-SGN) in the correct basic fare, and the ticket was reissued on December 7, 2023.Therefore, when Mr. ** checked again on December 8, 2023, at our website,the seats were removed, and he is prompted to pay the fee.
Furthermore, we also take this opportunity to inform Mr. ** that for passengers who have purchased an Economy class basic fare ticket, there is an option to select their seats for free within 48 hours prior to the scheduled flight departure. This allows ample time to choose his seating arrangement without incurring any additional fees.
Once again, we sincerely regret to learn about the unpleasant experience Mr. ** encountered.  It is our goal to provide our loyal passengers the exceptional service in every aspect of their journeys. At ***, we always welcome your feedback because that helps us further enhance and improve our service quality. We appreciate ************ kind understanding and eagerly look forward to welcoming him on board *** *********** Thank you.
Sincerely,
*************************
Customer Service ******************************************************************
Case no. ECSR/TPEWS/23007623 (BBB ID *********
Initial Complaint
Date:10/23/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a flight using *** *** from ********* to *********** for Sunday, June 4 (connecting flight via *********** operated by Sun Country SY430.) Booking reference is 426DT2. Sun Country canceled the connecting flight from *********** at the last minute and left me stranded in the ***port at midnight with limited options. Since the whole flight was booked using *** ***lines, Sun Country would not refund me directly. The refund needs to get issued using ***, per Sun Country. I keep calling *** ******** service and I always get a busy signal (******** service phone no **************.) I wrote an email to them for refund request on June 10 and never heard back. I am unable to reach *** ***lines. I need help to get my refund back for the cancelled flight (SY430.) I have attached *** ***lines booking confirmations and my email to them requesting refund which has not been responded to.
Business Response
Date: 11/03/2023
Dear BBB,
Thank you for forwarding ******************** complaint. Our related concerned department had contacted the ticketed travel agency (Expedia) to assist with the unused portion of ***-MSP refund process for ******************** ticket. In reviewing the ticket, we learned that his travel agency has completed the refund process via original form of payment card. Depending on the billing cycles of the financial institution, it may take 1-2 billing cycles to be reflected on the statement. **************** may check to make sure the refund is properly received.
Once again, we very much appreciate your attention on this matter. Thank you!
Sincerely,

Customer Service ****************************************************************** (JO)
Customer Answer
Date: 11/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:10/07/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to contact *** *** for the last two weeks, but every time I call, I get a recording that states that they are too busy and to try calling again later. The recording then disconnects the call. I have tried all day every day for over a week, but always get the same recording and then disconnected. EVA *** does not have any contact method on their Website, other than phone numbers that are never answered by a human. I tried to change a flight that I had booked on their Website, however because I already purchased non-refundable seats the Website states that I must contact the Ticketing Staff at phone numbers that are impossible to ever reach anyone. So, I deleted all of my charged non-refundable seats, so that I can change my flight on their Website. I still got a message that stated "Sorry, the online date/fight change function is unavailable for a booking record containing other charge proofs (e.g. pre-ordered extra baggage allowance, chargeable seat, Wi-Fi, Exclusive Gourmet Meal or upgraded seat via EVABidDeal). Please contact your reservation and ticketing staff for the relevant service. We appreciate your understanding." I deleted all of my Charge Proofs and lost the money I paid for them and I still cannot change my flight date on the EVA *** Website! Please Help! Booking# 6L4J59
Business Response
Date: 10/20/2023
Dear BBB,
Thank you for forwarding Mr. *********** complaint. ********* America Reservation & ******************** has reached out to him regarding his booking query.
Sincerely,

Customer Service ****************************************************************** (JO)
Initial Complaint
Date:09/01/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I spent $467.4 to rebook 2 international tickets from EVA *** on 8/17/2023 due to their reckless designed tickets and non existing customer service. EVA *** should be responsible and refund me the $467.4.Here is the story:I purchased two flight tickets on EVA *** website, on the tickets, It says departure time is 1:25 on 17Aug2023, so I thought its 1:25pm on 8/17/2023. I tried to call EVA *** customer services to confirm, no one answers. Then of course, we missed the flight, realized that by receiving no-show penalty text messages 7am in the morning. Had no time to recovering from the shocking, I called almost every single phone number they listed online to rebook the tickets, no one answers. For a second, I even wonder if EVA *** is a legitimate airline company. Finally, I see they listed out their local office address, I decided to go straight to their office, after an hour and half of driving, we got to their office. The front desk lady informed us that we have to pay the no show fee before rebooking, thats $50 per person, after that she was able to helped us to rebook the flight to 2 days later. When we were checking in at the airport counter, I overheard the people next to me saying that she came to the airport in the evening to catch her midnight flight, then the staff told her that her flight is tomorrow at noon. Obviously, this is not a few instance that the tickets are misleading and causing traveler either miss their flights or go to the airport a day earlier. I have attached the original tickets, rebook tickets, the payment confirmations of no show fee and the email reminder of check-in. You can clearly see there is no clarification of the time in any means. I request EVA *** to take responsibility of what happened and refund me the $467.4 rebook + no show fee.
Business Response
Date: 09/14/2023
Dear BBB,
Thank you for forwarding Mr./************************* complaint. We've responded to the complainant via email. The email correspondence is attached for your reference.
We very much appreciate your attention to this matter. Thank you.
Sincerely,

Customer Relations Section (JO)
Customer Service Department
*****************************
America Head Office
Initial Complaint
Date:07/26/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked refundable travel on Eva ********* Due to issues beyond my control I had to cancel my trip. I was told it would take **** weeks to get a refund. That is absolutly unacceptable. My confirmation number for the travel was 2JOHJE
Business Response
Date: 08/08/2023
Dear BBB,
Thank you for forwarding *********************************************** complaint. Please see below for our response to this case:
EVA Airways values all passengers and always commits to provide the best possible service to everyone who chooses to fly with us. According to the record, *********************************************** ****** was purchased via a third-party travel agency. In reviewing of the booking record history, there were no flight schedule changes nor cancellations to his flight itinerary.
Upon receiving this complaint, *** related concerned department immediately contacted the ******ed travel agency team to expedite the refund process. Our record indicated that the refund of Mr.********* ****** (****** no. 695-8003559922-923) was submitted through the travel agency on July 25, 2023. It is our understanding that the refund transaction has been completed and successfully funded to the original payment **** card ending **** on July 29, 2023. ******************** may check to make sure the refund is properly received.
Furthermore,in reviewing of the record, we found that ******************** has purchased the chargeable seats for this trip and still in OPEN status. To demonstrate our commitment of service excellence, our ******ing office immediately assist ******************** to process refund of the unused chargeable seat (EMD no.695-4562878254, 695-4562878255, 695-4562878256 and 695-4562878257) and refunded respectively in the amount of USD170.00 (***-TPE), USD55 (TPE-***), USD55 (***-TPE) and USD170(TPE-***). Depending on the billing cycles of the financial institution, it may take 1-2 billing cycles to be reflected on the statement.
Once again, we sincerely regret to learn about the unpleasant experience ******************** has encountered. It is our goal to provide our loyal passengers the exceptional service in every aspect of their journeys. We appreciate Mr. ********* kind understanding and look forward to his continued patronage and the privilege of serving him in the near future. Thank you.

Sincerely,

*************************
Customer Service ******************************************************************
Case no. ECSR/TPEWS/23004690 (BBB case no.20378231)

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Complaints

Find a Location

Eva Airways Corp

Eva Airways Corp

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Eva Airways Corp is NOT a BBB Accredited Business.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Eva Airways Corp is NOT a BBB Accredited Business.