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Business Profile

Airline Ticket Agency

EVA Airways

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airline Ticket Agency.

Complaints

Customer Complaints Summary

  • 8 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/21/2025

    Type:Product Issues
    Status:
    Unanswered
    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 Whom It May Concern,My name is **** ** ****, and I was traveling on EVA *** with *** ****** *****. Due to a flight delay, our checked baggage was delayed and arrived three days late at our destination.The purpose of our trip was to attend our sons wedding, and we had purchased four bottles of **** as a wedding gift. However, due to the baggage delay, these four bottles did not reach us in time and were only returned to me after I had returned to ********** a result of the delay, we had to purchase essential daily necessities, which cost ***** *** (~$500 USD). [However, EVA *** miscalculated the amount, initially recognizing it as ***** *** (~$470 USD).] Additionally, since the original wedding gift (****) was not available in time, we had to purchase replacement gifts for our son, which cost approximately $235 USD. In total, we incurred additional expenses of about $735 USD.******* initially agreed to compensate us for the $735 USD, including the replacement gift expense. Furthermore, they stated that in order to refund me for the original four bottles of **** (valued at $300.47 USD), I had to return them to EVA ***. I agreed to this condition, but *** *** later changed its stance and refused to compensate for the replacement gift, despite it being a direct consequence of their baggage delay.Given that we acted in good faith and tried to reach a fair resolution, I am extremely disappointed by EVA ***s inconsistent responses and lack of sincerity in handling this claim. I am filing this complaint in hopes of resolving this matter properly.I request that ******* fully compensate for the $735 USD in incurred expenses as well as the $300.47 USD for the four bottles of ****, which is $1035.47 USD. I can return four bottles of **** to them. Sincerely,**** ** ************* *****

  • Initial Complaint

    Date:01/11/2024

    Type:Product Issues
    Status:
    Answered
    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 purchased tickets for an international flight months in advance and paid for additional bags and seat selection. After purchase I received an email that my seat selection had been reassigned despite me purchasing those seats and my other selections had been reset. Due to the poor service I wished to cancel my reservations but am only provided the options to receive a refund on the additional I paid for seat assignments when I use their online system. I have tried dozens of time to reach any of their offices within the US but none of the phone number for these offices connect - it always goes straight to hanging up after a message that the phone lines are busy.

    Business Response

    Date: 01/22/2024

    Dear BBB Complaint Analyst,

    EVA Airways acknowledge the receipt of this complaint case.  We appreciate the opportunity to address and resolve this matter.

    To better handle ************************ request and process her refund inquiry in a timely and efficient manner, we sent an email inquiring about her airline booking reference number and ticket number.

    We are committed to resolving this matter promptly and ensuring a satisfactory resolution for ******************** and we will follow up accordingly and keep you updated on the progress of the resolution.

    Please find attached the email reply to ******************** for your reference.  Your attention to this case is very much appreciated.  Thank you.

    Sincerely,

    *************************
    Customer Service Department
    ********************** **********************************
    Case no. ******************* **** ** *********

  • Initial Complaint

    Date:11/13/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 purchased a round trip ticket flying with EVA **** The ticket was purchased through my travel agent. I wanted to upgrade the ticket using my miles online. But the online service said because the ticket was prepaid purchased by my travel agent, I needed to call EVA *** to process the upgrade. My ************ both tried to call the ******** Office number but no one picks up the phone, and when he tries to leave a message, he just gets disconnected. And he has made the same attempt for many times and many days, and no luck. And he even tried to call their LA office, no one picks up the call. And no way to leave a message. We are unable to reach anyone at EVA *** and that means I cannot use my miles to upgrade my ticket. But I have the miles and this is wrong! EVA *** needs to compensate me.

    Customer Answer

    Date: 12/08/2023

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding EVA Airways has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

    ***************

  • Initial Complaint

    Date:07/05/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Hello, I flew to *************** via EVA Airways and paid for oversized baggage. I was happy to pay for the oversized baggage fee since my bag was >40kg. The agent at the counter at *** stated to me that my bag was on the plane. My bag did not arrive in *************** when I did. I filed a claim that day and waited for someone to reach out to me. After some time, the agent with *** Air in *************** requested I send an inventory sheet with what is the in bag. The inventory I sent them was quoted for over $4,000 USD; they called me with a quote saying they will only compensate me $450 USD. This is unacceptable, especially after paying $250 USD for oversized baggage. After going back and forth, they sent me a quote to compensate me $1,000 USD after speaking to the manager. My bag was heavy because I was moving to ***** and took leave in *************** to visit family. Therefore, my bag had majority of my clothes, uniform items, shoes, etc. I understand my items have depreciated over time, but $1,000 USD does not even compensate what is lost. Two uniform items alone will cost $1,000 USD to replace.

    Customer Answer

    Date: 07/31/2023

    At this time, I have been contacted directly by EVA Airways regarding complaint ID ********, however my complaint has NOT been resolved because:

    The company is only offering me $1000 USD when my bag is worth at least $4k USD. In addition to this, I requested they send me their policy on handling repayment and they wont send it. They stated that it is internal and they are unable to send it to me. EVA *** clearly states on their website that they follow the Montreal Convention, compensating $1730 for baggage. I stated this to them and they say their policy doesnt allow that. So then whats correct: an internal policy that the section manager makes the decision? Or the law that the airline clearly outlines in their website?

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

    *********************

  • Initial Complaint

    Date:04/05/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    There is no way I can reach EVA ******* by using their customer service number ************. I tried at least 30 times of calling them and always get 'thanks for calling, bye-bye'. I need help transferring my miles for the ticket I booked through them.For an organization charging my 10K for a ticket, this is unacceptable.

    Customer Answer

    Date: 04/29/2023

    Better Business Bureau:

    At this time, I have not been contacted by EVA Airways regarding complaint ID ********.

    Sincerely,

    *************

  • Initial Complaint

    Date:11/07/2022

    Type:Product Issues
    Status:
    Unanswered
    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 bought round trip tickets to ********** ******** with EVA Airways. They changed my destination to ******* without requesting my permission. My travel companions did not have their flight destination changed.Ive tried calling EVA airways for weeks, emailed multiple departments, and havent received a response. My phone calls are rejected because of high call volume.Please help me get the service I paid for. I appreciate any assistance you might be able to give.Thank you

EVA Airways is NOT a BBB Accredited Business.

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