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:04/16/2023

  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.

  On March 25, 2023, I purchase a round-trip ticket through Travelers Come Forth for $1,260.08 on Eva Airline. The trip to **** was schedule to departure from ************* at 1:00AM on March 31, 2023, and returning on April 9th, 2023. On March 31, I missed my flight with **********. This was my own fault, and I purchased another ticket with Delta Airline for $1,068.90. Eva Airline contacted my travel agent an hour after the flight to inform her that I had missed the flight, but I had already contacted her. We had purchased my flight with Delta Airline by the time Eva Airline had contacted my travel agent to inform her that I need to pay another $150.00 to be re-instated on my return flight. Eva Airline made me pay for my return seat again when I did not miss my return flight. Nowhere else is any business allowed to charge you for something you already purchased. I PAID $150.00 AND RECEIVED THE FOLLOWING INFORMATION: BOOKING REFERENCE 35J6F8, TICKETE NUMBER ************* AND EMD NUMBER *************. I arrived in **** and enjoyed eight beautiful days of sightseeing, food, and drinks. On April 09, 2023, I arrived at ******** ***port in **** at 1:00PM for a 4:15PM flight with Eva Airline back to *****************. I waited in line and finally reached the check-in counter where I showed the *** agents my booking reference number 35J6F8 and TO MY SURPRISE I WAS TOLD THAT MY SEAT HAD BEEN RE-SOLD BECAUSE I WAS A NO-SHOW. How was I a no-show on a return flight that had not even left the airport? Then the supervisor informed me that I was not on the list, and I needed to contact *** ***! I asked the supervisor why she could not contact someone at *** **** and she informed me she had no way to contact them. I tried calling *******, *******, and *********** to speak with anyone and no one ever answered the phone. No one ever answers the phone, and you are always asked to contact your travel agent. Therefore, I contacted my travel agent who booked my flight, and she was confused on why I was not allowed on the flight either when I paid the no-show fee for the flight I missed (which is a stupid fee since I NEVER missed my flight back). I asked the supervisor at Eva Airline counter what could be done since I was showing her that I had a right to be on the flight but was not on the list. I wanted to understand whose responsibility it was to put me on the list. *** *** had no problem extorting me into purchasing my seat over again but could not take the time to assign me a seat on the plane. The supervisor informed me that there was nothing that she could do, and I would have to reach someone at *** **** She did not offer me a new flight and even suggested I see if I can PURCHASE a flight home from Delta. Since I couldnt get in contact with anyone at *** **** neither could my travel agent, or my friend who was having the exact same issue we had to purchase another flight. I purchased a last-minute, same day, from Travelers Come Forth ticket from Delta Airline that COST ME $1,456.55. The Delta flight traveled from **** to ***********, then to ******* (where TSA was trying a new system, so I had to be re-booked a new Delta flight for missing our connection) and finally to ********. I had to sit in ******** ***port from 1:00PM until 8:30PM when Delta opened for our flight left at 11:20 PM. I had to purchase food at the food court for $10.00 dollars, then in ******* had to purchase food again for $14.00, which if I had been on Eva Airline flight which was a direct flight to ************* I would not have to purchase anything.I had prepaid $137.00 for a hotel at the *********************, which was non-refundable, but I had to cancel because my Delta flight was not stopping in *************.My solution for this horrible ordeal would be for *** *** to pay me $3,003.63. That would be my original ticket of $1,260.08, my return flight with Delta for $1,456.55, my no-show fee with *** *** of $150.00 and my non-refundable hotel of $137.00. *** *** actions were beyond the law of outrageous. Its misrepresentation and its ILLEGAL in *******. If ********** declines to settle for what I think is me trying to be reasonable since I am NOT including food money, time wasted, gas wasted by others on their way to airport before I could call to tell them about my missed flight and the list goes on. I will file a lawsuit for the $5,000 *** in small claim court if the BBB cannot get this resolved. Sincerely,*****************************

  Business Response

  Date: 04/27/2023

  Dear BBB,

  Thank you for forwarding ********************** complaint. Please kindly review the attached for our response to her. 

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

  Sincerely,
  
  
  Jan ********************************************************************************
  Case no. ECSR/SEATT/23000015

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19942215
  
  I am rejecting this response because: Serveral of their facts are incorrect.  My travel agent was notified by me on March 31 at 10PM when I knew that I was going to miss my flight.  At which time my agent tried several time to contact Eva Airline along with myself to see what could be done.  AGAIN EVA AIRLINE DOES NOT HAVE ANYONE ASNWERING THERE PHONES.  All the review says the same thing having problems contact EVA Airlines.  ********** stated that my travel agent knew I would miss my flight, how is this possible for them to know this when she was UNABLE TO CONTACT THE AIRLINE? Why did *** Air charge me $150.00 to reinstate my flight back to ************* and now claim that was a "NO Show Fee" who is running this company? Why on earth would I pay them $150.00 because I miss my flight, that is the dumbest thing I've heard!! How many times must I say the same thing before the BBB reduce you rating from a "B" to an "F"? YOU DON'T HAVE ANYONE TO HELP FILE THE CLAIM OR ANSWER QUESTIONS REGARDING THE CLAIM.  MY travel agent has been trying for weeks to contact you, she reach out to an ATTORNEY WHO TRIED TO CONTACT YOU and everyone failed.  PROVIDE A WORKING NUMBER WHERE SOMEONE WILL ANSWER THE PHONE!!!!!!!!!!!  AGain the only reason I purchase this ticket with a travel agent is because NO ONE ANSWERS YOUR PHONE!! i DON'T UNDERSTAND WHY YOU CAN'T REFUND ME THE MONEY, i HAVE PROVIDE ALL THE DOCUMENTATIONS.  The only reason you won't refund me the money is because you are hoping that I will get tried of this fight and you can keep my MONEY, unfortuantely for you I don't give money away.  

  This will be my last attempt to work with you thru the BBB, my next steps if I"m not refund my entire amount of $3,003.63 is to reach out to every newspaper, new station, courts system this will be a long fight. GIVE ME MY MONEY BACK, YOU DON'T GET TO KEEP IT AND HIDE BEHIND THE **** THAT NOBODY CAN CONTACT YOU.  If you are truely a company that won't  to make this right then do the right thing and refund me my money.  

   

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

  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/03/2023

  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 went on Eva airline and purchased a roundtrip ticket to ****** *********** for October 24,2023 to November 5, paid with extra payments to seats, then my sister and nephew who are traveling with me changed flight date to October 28, 2023, for several days now I have been calling 800 number as well as ******* 206 number , putting on hold for several hours then nothing, I took bus to ******* and ************** and still not abled to talk to any Eva *** people, I also went to see 4 travel agents in ******** and ******* and they are unabled to help me, I went online and still unable to change my flight date, so finallly I decided to just cancel this flight and relpied to the receipt emails they sent me and still no reply. I am at **** end and dont know what else to do ?Thank you for your help,*****************************

  Business Response

  Date: 04/20/2023

  Dear BBB,

  Thank you for forwarding ************************** complaint. According to our related concerned department, they contacted ********************** to obtain her ticket information in order to assist with her ticket change and refund inquiry on April 03, 2023. The next day April 04, 2023 received ********************** replied and found her ticket has been refunded. Ms. **************;further inquired in the email that why there was not a full refund. Our staff explained to her that the cancellation fee of USD220 is applied to her voluntary ticket refund. Moreover, there would be a ticket change fees and fare difference incurred if any when changing travel date as well. 

  Thank you for your attention on this case. 

  
  Sincerely,
  
  
  Jan ********************************************************************************
  Case no. ECSR/SEATT/23000014

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  *** Air neglected to add my United frequent flyer number RPP68188 to my air ticket (roundtrip from *** to ****** - ****, *********** and back to ***)Airline does not answer phone calls (though I called three times) automated answer system hangs up as airline stewardess working for the airline confirmed this happens to customers in ****** and *** (many customers told her).Airline reps in ****** were spoken to at the airport and failed to correct the problem and could not even provide an email to contact the airline.Although nowhere on the website does the airline forewarn travelers they must wear masks on their planes this is strictly enforced. I happily and respectfully complied bit it was a long uncomfortable 16 hour flight.Please add my United frequent flyer number to all flights and kindly provide partial refund for not informing me I must wear a mask before I bought the air ticket.Thank you *******************

  Business Response

  Date: 03/27/2023

  Dear BBB,

  EVA Airways has responded to the complainant, ****************** and thoroughly explained to him as attached.

  Your attention to this case is very much appreciated.

   

  Sincerely,
  
  
  Jan ********************** Department
  ********************
  ******* Head Office
  Case No. ECSR/SEATT/23000013; case no. 19612054

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19612054
  
  I am rejecting this response because beyond an explanation I want ALL of my frequent flyer miles from *** to **** and **** to *** to be added to my Eva *** account.

  
  

  Please ask *** *** to email me my frequent flyer number and how many miles I accumulated and received for my March 2023 trip.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/13/2023

  Dear BBB,

  Thank you for forwarding ****************** further reply. Our ****************** has contacted ****************** via email with his ****************** account number and assisted to credit his missing miles for ***-***-CEB-***-*** accordingly. 

  Your attention in this regard is much appreciated. 

  Sincerely,
  
  
  ******
  Customer Service *********************************************************
  Case no.ECSR/SEATT/23000013

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19612054
  
  I am rejecting this response because Eva Airlines has not yet provided me a written email with the exact amount of frequent flyer miles accrued from past and recent flights combined into a summary and total.

  Eva Airlines - please provide me the exact amount of miles earned from my March 2023 flight (*********** to ****, *********** round trip, including return from **** to ***) AND my past frequent flyer miles.

  Please itemize all frequent flyer miles in an email to ************************* and kindly provide also the total miles I now have available (and any expiration date to use them).

  I am unable to take phone calls as an educator attending to children's needs and past calls made to Eva *** were promptly disabled and hung up on me (by way of your awful automated system which other customers and your own airline attendants aboard your planes have mentioned the same problem as several customers confirmed and also told them).

  Sincere thanks.

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

• Initial Complaint

  Date:03/14/2023

  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.

  EVA airline has no way of contacting them by *****. Have tried for several days and automated voice says all lines are busy, call back later and then call disconnects. Have tried several EVA ***** numbers with same results.

  Business Response

  Date: 03/15/2023

  Dear BBB,

  Thank you for forwarding member Ms. ******'s complaint. EVA North America ****************** had contacted her and assisted to claim miles on her previous trip. 

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

   

  Sincerely,
  

  Jan ********************** Department
  EVA ********************** Corportation
  ******* Head Office
  Case no. ECSR/SEATT/23000012

   

• Initial Complaint

  Date:03/07/2023

  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 have repeatedly called both English and Chinese phone number, cannot reach anyone. I need to transport my mother's ash urn home. Please have someone contact me on what I need to do, the requirements. Please help. thank you

  Business Response

  Date: 03/09/2023

  Dear BBB,

  Thank you for forwarding member ******************** complaint. Upon receiving this complaint, *** North America ****************** had contacted him and answered his inquiries.
  

  We very much appreciate your attention on this case. Thank you!
  

   

  Sincerely,
  

  Jan ********************** Department
  ********************
  ******* Head Office
  Case no. ECSR/SEATT/23000011

  Customer Answer

  Date: 03/09/2023

   
  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:03/07/2023

  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 Bought a ticket for ******* on 01/12/23 for the amount of $1,954.65 dollars and passenger arrived at airport for check in couldnt find anyone to check in and passenger missed his flight and we had to rebook another airline for his trip and its been 2months trying to reach this ***** airline to get our money back and they have refused to pick up their phone I called today 03/06/23 and some lady picked up the phone and told me shes going to transfer me to the right department and hang up the calls on me, to the general public stay away from this airline Im wondering how theyre still in business.

  Business Response

  Date: 03/27/2023

  Dear BBB,
  
  Thank you for forwarding ***************** complaint. According to EVA ******* Airport report, check-in counters open four (4) hours prior to the departure time and closed punctually 60 minutes before scheduled ****** departure. Pursuant to the record, EVA ****** BR025/13JAN2023 scheduled counter closing time was 23:20 PST on Jan 12,2023; there was neither report the Ground Handling Agent while tidy up office supplies during counter closure nor any late show passenger(s) of any irregularity.
  
  In regard to the ticket refund inquiry, we noticed that the ticket no.695-7911918310 has a pending no-show fee needed to be paid off prior travel agency - Expedia continue to process the ticket refund. To proceed no-show fee payment, **************** may contact Expedia directly or provide a copy of passengers card payment information to us.
  
  Weve contacted **************** via email and explained the aforementioned to get his understanding.  Once again, we very much appreciate your attention on this case. Thank you!
  
  Sincerely,
  
  
  Jan ********************************************************************************
  Case no. ECSR/SEATT/23000010; BBB case no. ********

• Initial Complaint

  Date:02/28/2023

  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.

  Sub.: Claim for delayed flight compensation with Eva Airlines.My husband (*********************) and I (*********************) flew from ******* to ******* on 03-Nov via ****** with **********. The flight was delayed from ******* and arrived at ******* more than 6 hours after the scheduled arrival time with no reasons provided by the Airlines for the delay in *******. The flight was scheduled to take off from ******* at 1:30am. Passengers were made to stand in lines for boarding for hours and there were no reasons provided, no announcements made for the delay.As a result of this delay, we missed the connecting flight and were put on another flight. I missed the first day of the event I was travelling to attend due to this delay.I tried calling Eva Airlines many times but the phones lines for complaints are not answered. My complaint letter was received by ********** on 29-Dec-2022. Its over 60 days and i have not received any response till date and therefore filing this complaint for flight disruption compensation as per *** Airs policy.I look forward to your response.

  Business Response

  Date: 03/16/2023

  Dear BBB,

  EVA Airways has responded to the complainant, *************** and thoroughly explained to her as attached.

  Your attention to this case is very much appreciated.

   

  Sincerely,
  
  *************************
  Customer Service *********************************************************
  Case no. ECSR/SEATT/23000009 (BBB case ***********

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19516535
  
  I am rejecting this response, as the justifications provided by *** Air are not correct. Please see my response below.

  1.       There was no fog advisory broad-casted at ******* airport on 3^rd Nov and other flights departing from ********************** around the same timeframe were not delayed.

  2.       There was no announcement made about the flight delay due to weather conditions. Passengers were asked by *** staff to line up for boarding and made to stand for hours.

  3.       The letter sent by me in Dec was received by *** Air.  In the response, it has been stated that they did not receive my letter; However, I have attached the proof that the letter was delivered via registered *********** mail and received at their office.

  I would like to add that the service and quality were excellent within the aircraft, however pathetic at the airport. And its really unfortunate that they have finally responded without verifying the facts. As a result, every reason provided is misleading and deceptive.

   Since there was a delay in over 6 hours, I am entitled by law for delayed flight compensation of $700 per person, amounting to a total of $1400 CDN.

   I hope you understand and settle this case quickly, else I will be compelled to file a complaint with the ******** of ************** as well!

  Thank you,

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

  Business Response

  Date: 04/07/2023

  Dear BBB,

  EVA Airways has further responded to the complainant, *************** as attached.

  Your attention to this case is very much appreciated.

   

  Sincerely,
  
  *************************
  Customer Service *********************************************************
  Case no. ECSR/SEATT/23000009 (BBB case ***********

   

• Initial Complaint

  Date:02/27/2023

  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.

  Booked return flight thru Priceline. Nov 10th I was notified that flight from ******* to *** ********* had changed. Which would leave me stranded at airport til the next day. Priceline tried for 6 days to get approval for another connection from *** and ****** with no success. My calling Priceline went on from Nov 10th through November 15th. There was no *** nor Alaska flights available from ******* to ********* that would get me home after I BOARDED FROM TAIPAI TO *******. I ended up booking a flight thru ******** Airlines at an added expense in *** of $446.10 on NOVEMBER 15th, 2022. The ticket I originally paid for was thru Priceline an ****** Airlines ticket # *** 7740 093 247/248 cpn 6. Problem is the ticket was issued on *** ***** and *** never paid ******. So ****** would not give me the refund promised. ****** was never paid via ***. I have been passed from Priceline to ****** then to ***. I never received a return call from ***, but noticed on Feb 25, 2023 A Flight REFUND OF $139.40 in my checking account. I lost 2 days of tours, was stuck in hotel 5 days calling Airlines with phone service only at hotel. All my flights were paid for and through no fault of mine. The EVA Airlines changed my Itinerary with no substitute flight on Nov 16th til November 18th, 2022. Leaving me stranded with additional cost in purchasing thru another airlines. I would like fair monetary resolution, for air fare that cost me in lost tours and was more costly for my return home.

  Business Response

  Date: 03/16/2023

  Dear BBB,

   

  EVA Air has responded to the complainant, ********************** and thoroughly explained to her as attached. 

   

  Your attention to this case is very much appreciated. 

   

  Sincerely,
  
  
  Jan ********************** Department
  ********************
  ******* Head Office
  Case No. ECSR/NYCTT/23000002; BBB case no. 19503490

• Initial Complaint

  Date:02/13/2023

  Type:Billing 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 flew EVA Airlines on Dec 1, 2022 from *** to MAN. And again on Feb 1, 2023 *** to ***. I created an account to build mileage with ***. I can sign into my account from my desktop and see that I have ************************************* My problem with *** is I cannot change my name. I should have matched my passport and entered first and middle with no space for first name entry. No problem if they have a system to change/fix this.But they don't. I can't change it online so I searched out solution on website search bar and it says to call ********************* I have called the *********** # at ************ for a week and get the same recording saying to call back later.I reached out to BBB and got their ******* # at ************. I got the same recording.I need to talk to a person that can change my name on my account to match my passport!

  Business Response

  Date: 02/21/2023

  Dear BBB,

  Thank you for forwarding member ************** complaint. Upon receiving this complaint, EVA North America ****************** contacted Ms. *** and assisted to update her membership account name and claimed mileage for her past flight in the account accordingly.

  We very much appreciate your attention on this case. Thank you!

   

  Sincerely,

  Jan ********************** Department
  ********************
  ******* Head Office
  Case no. ECSR/SEATT/23000007

   

  Customer Answer

  Date: 02/22/2023

   
  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:02/01/2023

  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.

  During travel with Eva Airline, 4 bags (one of mine, plus my three daughters' bags) were lost for 4-5 days. We incurred expenses related to replacing items (clothing, toiletries) that were in the lost bags. Our *** booking reference number is 62CVR5. Our flight departed the U.S. 12/22/2022 and landed in ****** 12/24/2022. I communicated via email with *** Air ****** office, and was promised compensation of $120 per bag. The ****** ********** requested routing information for a ********** bank account. When I informed them that I am in the ****, I was told that my case would be forwarded to the ******* office. I still have not heard from the ******* office.

  Business Response

  Date: 02/13/2023

  Dear BBB,

  Thank you for forwarding passenger, ************************************************** complaint.  Upon receiving this complaint, we immediately forwarded to the airport offices to follow up accordingly.  EVA ******* ************** contacted **************** and send receipt of Interim Expense form to her with total amount of ****** for four passengers (USD120/per each passenger).

  Once again, thank you for allowing us the opportunity to address the issues brought to our attention.  It is our goal to provide our loyal passengers the exceptional service in every aspect of their journeys.  At **** we always welcome passenger's feedback because that helps us further enhance and improve our service quality.  We appreciate ******************** kind understanding and look forward to her continued patronage and the privilege of serving her and her family in the near future.  Thank you.

   

  Sincerely,
  
  *************************
  Customer Service *********************************************************
  Case no. ECSR/*****/23000005 (BBB ID18967055)

   

  Customer Answer

  Date: 02/16/2023

   
  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,
  
  *****************************