Complaints

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:01/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Date of transaction: Nov 9, 2023 The amount of money I paid the business: $5,139.10 The business commited to provide my child, my spouse and me a tround-trip *********** between *******, **, ** and *********, *********, *****.The nature of the dispute is: I was refused to check-in by EVA Airline on my return flight from *********, *********, ***** to *******, **, ****** on December 29, 2023 in **************************************, *********, *****.My Son, *********************, my spouse, ******************************* and I, *********************, reached the EVA Airline check-in counter located at **************************************, *********, ***** On December 29, 2023 at around 8:30 AM. However, we were told that only ******************************* and ********************* were allowed to check-in but not me, *********************, eventhoughI had all the necessary travel documents including a valid ****** Travel Permit for Mainland Residents which were notified when I booked the flights on EVA Airline official website.We ended up spending about $3,700 by taking ***** Southern Airlines from *********, *********, ***** to ***********, **********, ***** and from ***********, **********, ****** to *******, **, ****** by ******** Airlines..I have requested a full-refund from EVA Airline regarding the round-trip tickets, However, EVA Airline only partially refunded us $1,206.00 out of $5,139.10. We were extremely angry about the cheating, fraud and dishonest services EVA Airline provided which have caused mental and physical damage to us, especially *********************, a 3-year-old. If EVA Airline did not allow only me, *********************, to check-in on the return flight, they should have informed us and denied the transaction when we bought round-trip tickets.I am requesting a full-refund.Whether or not the business has tried to resolve the problem: No, the business only refunded me $1,206.00 out of $5,139.10.Ticket number: *************

• Initial Complaint

  Date:11/29/2023

  Type:Customer Service 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.

  Dates of transaction and communication --Ticket purchase: October 16, 2023 First discussion with **************** Team: November 16, 2023. Issue not resolved and told I would receive a call back. No call back received.Second discussion with ****************: November 29, 2023 Issue/Complaint:When purchasing an adult ticket with a accompanying lap infant, we reached a character limit issue and I was not able to process the transaction. After calling customer service, I was redirected to the website where I started. I went ahead with the purchase on the website and left out the middle names so the ticket name was within ***'s character limitation. When calling customer service, I was forced to pay a name change fee even though I had no other option to purchase tickets. The customer service representative, **, was apologetic but said there was nothing they could do to avoid the fee. *** recognized the situation was not fair and a hidden fee I had no way to avoid without getting a hold of the customer service team in advance (which I did and was redirected to the website to purchase). Other airlines have ways to input the entire name without this limitation and make adjustments to the reservation free of charge. No one should be charged for their name being too long and no one should have to pay a hidden fee. I had no choice but to pay or lose the entire ticket fee and purchase on another airline.

  Business Response

  Date: 01/25/2024

  Dear BBB,

  Thank you for forwarding the complaint. 

  EVA ticketing office has previously received the complaint and replied to passenger accordingly.

  Sincerely,
  
  Customer Service Department
  ********************
  America Head **********)
  

  Customer Answer

  Date: 01/26/2024

   
  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:11/16/2023

  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.

  My wife and I purchased round-trip tickets to travel from ******************** to ****** and back to ******* (ticket numbers ************* and *************). The flight to ****** on Nov. 30 had to return to ******* after takeoff due to mechanical problems with the plane and the flight was canceled. My wife and I paid for upgraded seats (extra legroom for myself, seat choice for my wife), but we did not receive the benefits we purchased on the rescheduled flight which occurred the next day. We have tried to contact EVA Airline's customer service, but there is no email contact information provided and it is not possible to contact them by phone, and these problems with customer service are well-documented on ********************. We are requesting refunds for the seat charges ($170 for my seat, $70 for my wife's seat) that we paid for but did not receive.

  Business Response

  Date: 01/22/2024

  Dear BBB,

  Thank you for forwarding ****************** complaint.

  Upon receipt of this complaint, our related concerned department has proceeded with the chargeable seat refund ************ form of payment method.

  Your attention on this matter is much appreciated. Thank you.

  Sincerely,

  Customer ****************** (JO)
  ********************
  America Head Office 

   

  Customer Answer

  Date: 01/25/2024

   
  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:10/31/2023

  Type:Service or Repair 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.

  My wife and I were on flight BR0218 from ** to ******. The flight attendant was extremely rude. I asked for the Asian meal, she said she ran out in her cart and if I don't choose the Western meal, she would need to go all the way to get it. I politely said I'd appreciate it. She rolled her eyes, finally got the meal, and dropped it on my table with an attitude. My wife and I looked at her in shock, speechless. She just walked away. Then, one of our ***s got damaged by ***. We went back-and-forth with EVA *** damage claim, got nickel and dimed, finally received only half the value ($100) of the ***.

  Business Response

  Date: 11/28/2023

  Dear BBB,

  Thank you for forwarding ************** complaint.
  

  Upon thorough review, we learned that our team at *************** has already reached out to ********** and has resolved the issue of his damaged baggage with a settlement of USD 100, following the signing of an agreement.

  Additionally, concerning the handling of our cabin crew service, please rest assured that we have escalated this matter to the relevant department for immediate attention and improvement.

  We greatly appreciate ********** taking the time to express his concerns and provide us with valuable feedback.

  Sincerely,

  Customer Service ********************************************************* (JO)

  Customer Answer

  Date: 12/07/2023

  This was not resolved to my satisfaction. *** paid only half the value of the damaged luggage. The response this not address the rude service either. I will not use *** again, strongly advise others to choose anorher airline.

• Initial Complaint

  Date:10/18/2023

  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.

  Dear *** Air,You charged me $500 for two suitcases on October 8, 2023 to fly from ****, *********** to *******, *******, *** on your airline.However, your airline severely and irreparably damaged ALL 4 suitcases of mine in your care. All suitcases were damaged upon arrival, reported and shown to the Jet Blue office.Upon arrival 1 of the 4 suitcases was replaced by *****************************************, but the other 3 damaged suitcases were ignored.Please reimburse me the $500 charged for luggage paid to your airline and kindly pay me $250 each per suitcase (for a total of $500 refund + $750) to go out and buy replacement luggage.Please kindly refund me the $500 for luggage paid and poorly handled AND $750 to buy 3 replacement suitcases at ******** Anywhere else these suitcases will cost between $300 to $450 each.I will file written complaints with the Better Business Bureau to expedite the refund process and inform attorneys interested in launching a class action for ongoing luggage damage, airline negligence and consumer advocacy to refund wronged travelers.I will send the same letter with supporting accompanying images in subsequent emails hereafter.Sincere thanks.********************** - World Traveler, Travel Writer, Expedia Gold Plus Member ********************************************************** www.Tinyurl.com/PaulFDavis-Books www.PaulFDavis.com www.************.**

  Business Response

  Date: 11/21/2023

  Dear BBB

  Thank you for forwarding ********************'s complaint.  On behalf of EVA *********************** we sincerely regret to learn about the unpleasant experience *******************'s has encountered.

  EVA New *********** team have contacted the complainant to thoroughly explained to him and respectfully declined his request for refunding his excess baggage fee and the damaged baggage compensation for the replacement luggage.  It is suggested that he may contact the last carrier Jet Blue on this ticket for further assistance.

  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 ********************'s 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/LAXSR/23000136 (BBB ID *********

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20746436
  
  I am rejecting this response because airlines have a duty to properly handle customers luggage. When they fail to do so and damage and break luggage, the airline must compensate and reimburse the passenger.

  Eva Airline is still to blame for damaging my luggage and replacing it.

  Sincerely,
  
  ************************ - world traveler who has touched 90 nations and been on Eva Airlines many times 

• Initial Complaint

  Date:09/14/2023

  Type:Customer Service 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 have been trying to call *** air customer service for a week. I tried their contact numbers in *******, ***********, *************, and *******. I tried different time in the morning or in the afternoon. It always said the line was busy or the line was just cut off. I saw other customers complained about similar issues . Eve **** please provide us a valid customer service number or email. It is hard to believe an airline company offers no customer service at all.

  Business Response

  Date: 09/21/2023

  Dear BBB,

  Thank you for bringing ************** complaint to our attention. ********* America ****************** has since contacted ********** and assisted him in updating his membership account information.

  Your attention on this matter is very much appreciated. 

  Sincerely,
  
  
  Customer Service ********************************************************* (JO)

  Customer Answer

  Date: 09/25/2023

   
  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:07/18/2023

  Type:Service or Repair 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.

  Dear officer,I would like to provide the situation what I have to face now.On March 20, I bought the round-trip tickets from ************* to ******* for my wife - **, Na and our son - Ji, ******, the confirmation # is 5Y85FC. The flights were more than 12 hours; I paid $170 per each person and selected the seats on *** ***** website, and I had received the set selected confirmation on same day - March 20. Attached are these invoices, total of $5,117.30 (Tickets of $4,437.30 and seats of $680). We haven't received any warning or reminder from *** *** regarding the ******* citizen (passport holder) must have the ********* **** prior to return to *****************, because they have a layover in **************.On June 1st, when I was trying to check in the flight for my wife and our son, the *** website didn't allow me to do it, because the child who is under age of 15, not allowed to sit in the exit row. I have tried to contact ***'s ******** service number ********** many times to change the seats, but no one answered. As result, my son sat in the regular seat despite we paid the extra $170.00 for the extra leg seat. On July 6, when my wife and son checked in at the counter in *******, the ***s agents told them that they can NOT fly back to *************, because my wife hold ******* passport even though she is a U.S. Green card holder, she require to have the ********* **** prior to check in; moreover, the agents said they are not ***s employees, and they asked my wife to call the *** ******** service in ***** to rebook or obtain refund. My wife tried to obtain a ********* **** for the layover, unfortunately she found there is no layover ****, only business or Tourist ****s which she is not eligible to apply. When she called the ***s ******** service, she was told that all of passengers from ***** to ***************** must be stop at **************; thus, there is nothing they can do or provide and only give $500 as a refund per each passenger.My wife and son visited my parents in law, my father-in-law had strokes 3 years ago and mother-in-law was in a car accident in April this year and was just had the surgery on her leg. She had used all of her paid time-off and must be back to ****** In order to keep her job; thus, we will have to pay whatever it costs in order to return to ************* as soon as possible.Few of concerns and questions about the *** ***:1. Is it not EVA airlines responsibility to inform the passengers who is the ****** citizen that they must have the ****** **** before booking the flights? Even though I had provided my wifes citizenship and passport number when I booked the tickets on the ***s website. How come they didnt inform us about the **** issue? Or any reminders? I think this is unacceptable and irresponsible. 2. I selected the exit seat after provide my sons age, why the website allowed me to select the seat but not allow me to make the change?3. ***s ******** service, I called ***s ******** services so many times, not only the 800 number, but the *************, **, *******, no any answers the phone. Not sure about the air carrier regulation in *************, but without ******** supports, how can *** still service in ****?4. *** must have their solution to solve the issue let the passengers fly back from ***** to ************* via their partners, but they do not care and only pay $500 as refund.I would file the case and keep you update on our costs and damages from our end. As a carrier, *** must to provide the information before their ********s purchase the tickets, provide better ******** services.Thank you in advance for your time and helps.*******

  Business Response

  Date: 08/11/2023

  Dear BBB,

  Thank you for forwarding Mr. ******************* complaint.  This serves to inform you that EVA ********************** has responded to Mr. **** complaint and thoroughly explained to him as attached.

  To demonstrates our commitment to service excellence, *** specifically authorize to waive the refund/cancellation fee USD100/per ticket for Ms. ** and ********** partially unused PEK-TPE-*** tickets and refund in the amount of USD941.45/each ticket (ticket no. 695-2453244560 and 695-2453244561) based on involuntary refund calculations respectively via original form of payment method Master card ending **** expiry date 0626.  In addition, the unused extra legroom seat fees USD170/each (EMD 695-4562669276 and 695-4562669277) for flight BR18 TPE to *** departing on July 6, 2023 will also be refunded respectively via the original form of payment method Master card ending ****.  

  We will follow up accordingly upon receiving Mr. **** email response agreeing with the partially refund amount and handling of Ms. ** and ********** unused inbound flight tickets and unused extra legroom seat fees.  

  Your attention to this case is very much appreciated.  Thank you.

   

  Sincerely,
  

  *************************
  Customer Service *********************************************************
  Case no. ECSR/*****/23000007 (BBB ID *********

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair 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 the trip on EVA *** website from ******* to Tapbei City (Flight #BR35) and ****** City to ******* (Flight #BR716) on June 4. When i arrived at *******, I was informed by the local ***port workers that my spouse and myself's 5 baggage were delayed. I waited for 3 days and someone finally delivered the baggages. I had to purchase some essentials while I was waiting for the luggages, including some basic clothing and toiletry, the total was around $550 CAD for me and my spouse. However, it has been a painful experience trying to contact EVA ******** service to get my expenese back. EVA **** if you this message, please contact me.

  Business Response

  Date: 07/05/2023

  Dear BBB,

  Thank you for forwarding passenger, ***************************** complaint.  Upon receiving *************************** complaint, we immediately forwarded to our airport offices to conduct the investigation.  EVA ******* ************** has contacted ************** to follow up with his delayed baggage claim accordingly.

  Your attention to this case is very much appreciated.

  Sincerely,

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

  Customer Service *********************************************************
  Case no. ECSR/SEATT/23000019 (BBB ID no. *********
  

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair 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 and paid for a trip from ********, **, to ********* with my colleagues and wife for April 10- April 17, 2023, through Orbitz (Itinerary No. **************). The flights from SJ to ** were JetBlue ****, EVAAirlines 31, and *** 891. The returning flights (from ** to SJ) were *** 868, *** 32, and JetBlue ****. The departing flight (JB****) was delayed. They lost our first connection flight (*** 31). JetBlue initially tried to accommodate us on another flight, but they said they first needed confirmation from EVAAirlines (***). According to *******, *** didn't respond. At one point, after many hours of being on hold and unanswered calls, an agent from ****** said *** had him on hold and hung up all Orbitz agents calls. ********************* called from PR and tried for many hours to reach out to ******** *** and ****** to resolve the issue and eventually get the group on any flight to **. In response, an Orbitz representative told her that *** told him that allegedly two passengers did not have their names correct in the reservations. That is not true (see attachments). We had to spend two nights in NY, paying for meals, hotel, and transportation. We had to return to PR. ********************* called Orbitz again, and they told her not to call again since they were dealing with the situation with *** and that a resolution regarding the refund and reimbursement of costs would be notified via email in 4 days. The email never came. *** *** has to reimburse all expenses that amount to at least $9,204.75. Please help us get our money back.

  Business Response

  Date: 07/24/2023

  Dear BBB,
  
  Thank you for forwarding ************************ ******* complaint.  We sincerely apologies for the late reply.  Please see below for our response to this case:
  

  Upon receiving this complaint, *** related concerned department immediately emailed to the ticketed travel agency team on June 7, ************************************************************** a timely manner and responding to his request. 
  
  After a thorough investigation, we learned that ******************************** and his companions, total six passengers were no-show their *** connecting flight BR031 from ******** (***) to ****** (TPE) departing on April 11, 2023 due to the first leg of JetBlue Airways flight B6 **** from ************, *********** (***) to ******** (***) on April 10, 2023 experienced a delay,causing all six passengers to miss their connecting flights. 
  
  We have carefully reviewed the complainant's inquiry.  Regretfully, *** is unable to accommodate his request to issue full refunds of the tickets in the total amount of USD7226.76 as all six passengers had flown the first leg of JetBlue Airways flight from *** to *** and unable to reimburse the extra expenses incurred due to JetBlue Airways delayed flight. 
  
  Our record indicated that all six passengers tickets (ticket no. 695-7841797246-247, ******************,695-7841797250-251, 695-7841797252-253, 695-7841797254-255 and 695-7841797256-257) refund request were submitted through travel agency for the unused flight segments ***-***-***-***-***-*** on June 24, 2023.  It is our understanding that the refund transaction has been completed with waiving the no-show fees USD150/each ticket and ticket cancellation fees USD200/each ticket by *** and refunded respectively in the amount of USD1,036.36/each ticket (total amount USD6,218.16) via original payment method **** card ending 4933.  Please check to make sure the refund is properly received.  Please check to make sure the refund is properly received.
  
  Once again, we sincerely regret to learn about the unpleasant experience ******************************** and his companions have encountered.  It is our goal to provide our loyal passengers the exceptional service in every aspect of their journeys.  At *** Airways, we always welcome passengers' feedback because that helps us further enhance and improve our service quality.  We appreciate ************************* ******* kind understanding and look forward to his continued patronage and the privilege of serving him and his family and colleagues in the near future.  Thank you.
  
  
  Sincerely,
  
  *************************
  Customer Service *********************************************************
  Case no. ECSR/SEATT/23000018 (BBB ID20146257)

• Initial Complaint

  Date:05/20/2023

  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.

  Dear BBB:I am writing regarding the significant delay of Eva Airline flight BR 17, departing at 12:05 AM January 19th, 2023 from ************* to ****** (***). It was scheduled to arrive at *** at 05:55AM January 20th 2023, but did not arrive until 07:18 AM. The flight departed with no weather issue, nor did the pilots communicate any delayed departure or expected delayed arrival in ******. I fell asleep most of the flight time since it was the ** nighttime.When I woke up, with four hours flight time left, and looked at the route map, I then saw the arrival time was after 7:00 am. This was a big surprise as I did not recall hearing any announcements about any major delay since the beginning of the flight. Usually, when I take flights from other ** Airlines, the captain would announce at departure our estimated flight time, arrival time, and whether we are expecting any delay, and if so, perhaps they may try to catch up in the air. However, I did not hear any such communications at my flight's departure. I was hoping the flight was able to catch up in the air during the remaining time.However, the estimated arrival time did not change, and I went to talk to one of the flight attendants, **************, if I remember correctly, about the major delay of the flight and why we were not informed in any way. ************** told me that the flying route they received for that day had changed, and was now about half an hour extra than the original flying route. However, that did not explain why the flight would now be delayed for an hour and half.I did not get an answer, and went back to my seat. Another flight attendant, seeming the chief attendant (I did not get her name as the conversation was in a rush), in a darker color uniform, approached me and asked me if I need any help due to the delay. However, the flight was descending, our conversation was interrupted, and she had to take a seat immediately, but promised would have one of her colleagues approach me after landing to help. After landing, however, nobody approached me while I was slowing down to deplane. I had previously arranged an important business meeting with the **** side based on the original arrival time 05:55AM. With such major delay, an hour and half, also, without any communication prior to the departure or throughout the flight, my business partners were not able to talk to me, after waiting for two hours, as it was then very late on the East Coast time, although I rushed to take a taxi to leave the airport.I sincerely felt that EVA *** had good in-plane services overall, and it was a comfortable airplane. However, in this experience, EVA *** failed to communicate the expected delay at the departure, like other airlines would do. EVA *** also did not communicate the major delay anytime during the flight, until I went to talk to the first flight attendant **************, and then there was an announcement about the delay, which was prior to the flight decent.The other thing that was not a good business practice is that EVA *** did not manage the customers expectations. After the chief attendant told me that she would send one of her colleagues to help me handle the aftermath upon arrival, nobody showed up to assist me in any way.According to ******* ********** of ************** website, ** international itineraries, passengers may be able to recover reimbursement under Article 19 of the ******** Convention for expenses resulting from a delayed or canceled flight by filing a claim with the airline. I am thus writing this letter to file a complaint to you, EVA ***, and asking for reasonable compensation or a voucher.I appreciate your immediate attention to this matter and look forward to you addressing this major delay, lack of communication, and failure to manage customers expectations issues.Sincerely,Hsiang-*************

  Business Response

  Date: 05/31/2023

  Dear BBB,

  Thank you for forwarding ************ complaint. We received the same inquiry through ***'s website and has responded to ******** accordingly. Enclosed please find the related correspondence. 

  We very much appreciate your attention on this matter. Thank you.

  Sincerely,
  
  Jan ********************** Department
  ********************
  America Head Office
  

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20085835
  
  I am rejecting this response because: EVA Airline did not provide me with a compensation voucher, as requested in the letter.
  
  Sincerely,
  
  Hsiang-*************

  Business Response

  Date: 07/10/2023

  Dear BBB,

  This serves to inform you that EVA ********************** has further responded to Ms. ********** ** and thoroughly explained to her again on July 10, 2023.

  To demonstrate our commitment to service excellence and express our appreciation for ************ kind understanding, we offer EVA *** discount coupons USD60 for her ground-transportation reimbursement as to extend our utmost sincerity.  Upon receiving ************ email response accepting our offer, we will proceed with the discount coupons issuance process and mail out to her.

  Once again, your attention to this case is very much appreciated.  Thank you.

  Sincerely,
  *************************
  Customer Service *********************************************************
  Case no. ECSR/TPEWS/23001077 (BBB ID *********

  Customer Answer

  Date: 07/17/2023

   
  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,
  
  Hsiang-*************