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:02/01/2023

  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.

  EVA airlines has changed my international flight. Connections are untenable. One has a 20 hour layover. Another is scheduled before the connecting flight arrives! The website has been "updating and will be back shortly." NOT. Several days. They ask that I connect them by phone. The recorded message simply states that they are busy and then it hangs up. No queue. No call back. No help.

  Business Response

  Date: 02/06/2023

  Dear BBB,

  Thank you for forwarding passenger, *********************************** complaint.  We've contacted ******************** and provided flight options to assist with his ticket rebooking accordingly. 

  EVA **************** has completed the refund process for his ***-TPE advance seat selection fee in the amount of USD40 (EMD no. 695-4562401494) via original payment method on February 3, 2023.  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, 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 welcoming him onboard EVA ********************** soon.  Thank you.

   

  Sincerely,
  
  *************************
  Customer Service *********************************************************
  Case no. ECSR/SEATT/23000004 (BBB ID18964187)

   

   

  Customer Answer

  Date: 02/10/2023

   
  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:01/27/2023

  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.

  I cancelled a flight with EVA *** on January 6 2023 online. Their website says I will receive a refund in seven days to the credit card I bought the ticket with. It is now January 27th and I have not received the refund. I've called their customer service line many, many times and get told to "try again later". I cancelled the airline return ticket dated March 8 2023. The ticket number is *************. Issued to *********************. Booking reference 5MYGO3. I am very unhappy that I cannot reach customer service. I've called early in the day, late in the day, all day. I am trying to get my travel insurance to cover my losses and until Eva *** processes this refund I can't move forward. From Eva *** website: For tickets purchased at *********** site or EVA reservation/ticketing office and ticket refunds are due, we will process and provide the refund back to you within twenty (20) days after receiving a complete refund request for cash and check payments or within seven (7) days when the payment is by credit cards ...Ticketing - FAQ detail - EVA *** | Global (English)********************** en-global customer-services

  Customer Answer

  Date: 01/31/2023

  My case number is ******** has been resolved. I complained on social media for EVA airlines and I also spent **************************************************************************************************************** I got my question answered and the refund has been processed. 

• Initial Complaint

  Date:01/11/2023

  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 may travel plans before Christmas to surprise my wife as a present to go back to home country. Unfortunately, she cannot travel the dates that I set up for her soon after the holidays I started contacting the airlines and going on the website to change the flight I completely understand if there's additional charges I need to pay that isn't the problem. The problem is the airline is nonresponsive. The website is not allowing me to do. The changes keeps on telling me to contact the company when I try to contact the company a recording tells me they're not available. This is no way for a company then we are allowed to do business in ***************** to treat ******** citizens. This company should be censored. I may end up just losing the complete ticket and rescheduling something needs to be done about this company as I said before I understand about the money, but I can't get a hold of anybody to talk to somebody.

  Business Response

  Date: 01/12/2023

  Dear BBB,

  Thank you for forwarding passenger's husband, ************************ complaint. We've contacted him and assisted passenger with ticket rebooking.

  Your attention on this case is greatly appreciated. Thank you!

   

  Sincerely,

   

  Jan ********************** Department
  ********************
  ******* Head Office
  Case no. ECSR/*****/23000001

  Customer Answer

  Date: 01/24/2023

  i can't thank the BBB enough   Eva airlines did contacted me and where very helpful in fixing the problem with my wife's ticket, 

   Thank you 

  ********************;

• Initial Complaint

  Date:10/25/2022

  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 tried to redeem a flight ticket using the mileages on a Sunday (10/23) night, but I made a mistake in my booking so I immediately tried to revise the booking by self-serving online. However, such online option was not available because I had a ticket redemption. Next day (Monday 10/24), I tried to contact the customer service with multiple attempts and to different US offices within the office hour. However, after multiple one hour interval wait, not only nobody pick up the phone, my call even got dropped while on hold for the next representative. I repeated this process again on Tuesday (10/25), but still no luck of getting a hold of a representative. Now, I have passed the 24-hour window for a free modification. Even if someone decided to help, I will still be charged of modification fee just because *** airways cannot commit to handle customer request timely. I have spent 8+ Hours on hold in the phone. I dont know when will I ever reach a live person or they purposely make this process difficult to make a profit at the cost of customers inconvenience. Two years ago, they cancelled the flight on me but I was being cooperative and patience even though my schedule was impacted. I think I deserve a mutual respect from this organization.

  Business Response

  Date: 11/08/2022

  Dear BBB,
  
  Thank you for forwarding passenger, Ms. **************** complaint.  Please see below for our response to this case:
  EVA ******* Office has contacted the complainant, *********************** to assist with her booking.  Our agent helped rescheduled the flight and assigned seat number for ************ as instructed by her.  We sincerely apologize for the inconvenience ************ has encountered as our North America Reservation offices are currently experiencing overwhelmed high volume of incoming calls.  Due to an extremely high call volume, passenger may experience a greater hold time than usual.    
  
  Thank you again for allowing ** the opportunity to address the issues brought to our attention.  We appreciate Ms. ***** kind understanding and look forward to welcoming her onboard EVA ************************************************************************ Service *********************************************************
  Case no. ECSR/*****/22000025 (BBB ID18313047)

  Customer Answer

  Date: 11/16/2022

   
  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.
  
  *******************************************

• Initial Complaint

  Date:10/18/2022

  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.

  We purchased 5 tickets for a family trip to **********, ********; except *** cancelled our ******-CMX connecting flight and is now going ********* ** in ******* after a 20 hour trans-Pacific flight with two toddlers.This is against federal laws and regulations, yet their agents have refused to help to rebook us to the final destination, even though *** still has code share flights on this route.We spent over 6 hours on the phone in numerous calls, however their agents would only offer a refund; except we have non-refundable accommodations in ********** so that is not an option.We are hoping the BBB can help since *** has not.

  Business Response

  Date: 10/26/2022

  Dear BBB,

  Thank you for forwarding passenger ******************** complaint case. Please see below for our response to this case:

  According to the record, *** announced BR257/04NOV2022 TPE-*** flight cancellation on September 21, 2022 and protected **************** and his family on alternative flight BR211/04NOV2022 from ****** to *******, ******** as *** temporary does not operates flight to ********** (CNX).

  In this case, as **************** and his family are holding reward tickets redeemed through United (UA) mileage program, any changes request on rebook/refund ticket process should go through United Airline (UA). Flight irregularity occurred beyond one months prior to original departure time, the validating carrier (UA) should review the changes, notify passengers of the changes and assist to find alternative route to fulfill their trip request.

  Your attention on this case is greatly appreciated. 

  Sincerely,
  
  Jan **
  Customer Service Department
  ********************
  ******* Head Office 

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18238355
  
  I am rejecting this response because: the respondent has lied.
  
  As stated multiple times to their agents, and as confirmed today by United Airlines as follows, contrary to their claims, *** is 100% responsible for this cancellation and any subsequent rebooking: "Under section 2(1) of the Air Passenger Protection Regulations (****), "The carrier operating a flight is liable to passengers with respect to the obligations set out in sections 7 to 22 and 24".  *** Air is the operating carrier of your flight segment from ******* to *****************, and this is the portion of your trip that was cancelled."
  
  As also states, rebooking a cancelled leg is not an option for airlines but a very strict obligation under ******** Air Passenger Protection Regulations (****). In this circumstance under **** s.17, ***: ****************** provide the following alternate travel arrangements free of charge to ensure that passengers complete their itinerary as soon as feasible: (a) in the case of a large carrier...a confirmed reservation for a flight that is operated by any carrier and is travelling on any reasonable air route from the airport at which the passenger is located to the destination that is indicated on the passenger's original ticket."
  
  

  We have now been forced to spend over $700 to buy our own tickets to get to our contracted destination of **********.
  
  We will accordingly be filing a claim under the **** for the full value of all tickets and ancillary charges - of note, those costs have doubled since we first asked for ***'s help.
  
  

  Since they repeatedly and incorrectly refused to help us in this circumstance, we will also be requesting in that claim the application of the maximum possible administrative penalty under ****, owing to ***'s wilful disregard for consumer rights and their obligations. "Airlines are required to follow the obligations set out in the regulations as soon as they come into force and could be subject to administrative monetary penalties of up to $25,000 per incident for non-compliance. (https://otc-cta.*****/eng/consultation/air-passenger-protection-regulations).
  
  

  To summarize - *** changed our family vacation destination, refused to help us, and consistently lied to us throughout the process about their obligations even when provided with evidence to the contrary. Their lack of service and respect has been revolting and unforgivable and I do not appreciate my time being wasted.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/14/2022

  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 ************** from *************** ***port) to ******* last September 25, 2022 was delayed for more than 10 hours. The flight number was BR026. Our flight was supposed to leave at 23:40PM but it was delayed until 10:15AM the following day, September 26, 2022. During that time we were never told the reason of the delay and was asked to wait in the departure gate. It was only until around 2:00AM that were told that our departure time has been move to 10:15AM. We were not offered hotel accommodation where we could stay the night and rest, instead we waited in the airport departure gate where it was full of disgruntled passengers and no where to rest and sleep. The airlines gave us meal voucher for breakfast but was not even able to cover a decent breakfast in the restaurants that were open that time. I missed work that day since I was not able to get out of the airport past 8:30AM the following day and got home around 10:00AM. Arriving in *******, I was too exhausted after spending more than 10 hours at the airport without sleep and sitting uncomfortably in the departure area. Missing a day at work cost me money which is why I am reaching out to you so that I will be compensated for the missed income and the discomfort that I experienced due to the more than 10 hours delay of my flight.I found this in ********************** Disruptions Compensation Some delays or cancellations are within an airline's control, whereas others, like those caused by severe weather or airport and air traffic disruptions, are simply out of our hands. Whatever the reason for the delay or cancellation,EVA *** will be there to assist you. EVA *** will be required to pay passengers compensation for flight delays or cancellations that are in our control and not related to safety. Passengers will be entitled to compensation based on the length of delay at arrival at their final destination.Length of delay Amount (CAD):3-6 hours: $400 6-9 hours: $700 9+ hours: $1000 Thank you.

  Business Response

  Date: 10/24/2022

  Dear BBB,
  
  Thank you for forwarding passenger, ******************************** complaint.  Please see below for our response to this case:

  According to the report, EVA ****** BR26 departure from ***********) to ******* (***) on September 25, 2022, delayed ****** was due to unexpected mechanical issue.  The unexpected mechanical issue was unforeseen and beyond EVAs control.  For passengers safety concerns,airlines have no choice but to reschedule the departure times or cancel ******s as safety has always been EVAs first priority.  *** will never jeopardize the ****** safety of our passengers in any circumstances.  Our ************** ground staff had tried their utmost efforts to make any possible arrangement to provide blankets, foods and drinks.  EVA *** discount coupons USD100 was offered to each of the passenger on this ****** as there were not enough quarantine hotel rooms to accommodate all passengers on this ****** by complying to the ****** Central *********************** (CECC) regulations. 

  We thoroughly explained to ******************** that the ****** disruptions compensation only applies to ****** delays or cancellations to and from ****** that are in EVAs control and not related to safety. In *****************, airlines are not required to compensate passengers when ******s are delayed or cancelled.  Regretfully, *** is unable to accommodate his request for ****** disruptions compensations as this delayed ****** was not to and from ****** and the unexpected mechanical issue was unforeseen and beyond EVAs control.  Nevertheless, to demonstrate our commitment to service excellence and extend our utmost sincerity, should ************** incurred any direct expenses caused by this delayed ****** (such as accommodation,transportation), he may provide the related invoice receipts to this office for further review.  
  

  It is our goal to provide our loyal passengers the exceptional service in every aspect of their journeys.  We thank ******************** allowing us the opportunity to address his concerns.  For the safety of the ******,it was necessary to delay the original departure ****** and we hope that ******************** understands the safety reason behind this decision.  Thank you.  
  
  

  Sincerely,
  
  *************************
  Customer Service *********************************************************
  Case no.ECSR/TPEWS/22000884 (BBB ID18226301)

• Initial Complaint

  Date:10/07/2022

  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 purchased two tickets on 4 Oct 2022 via our travel agent.It was suggested that "I" contact EVA Airlines to inform them that I and my wife will be using wheelchairs to the boarding gates. Seats are not assigned till you board the plane unless you are in business class or in need of assistance to get to your seat.I wear two knee braces on both knees for support. I am trying to contact *** to ask them if we could gt out seats assigned now and that I could get an aisle seat in order to be able to get up without getting stuck on the seat backs of the seats in front of **** have tried "EVERY" phone number on their list from *******, L.A., *******, ********, etc. I have waited on hold for over 3 hours and no agent answers the phone. I contacted another travel agent and he stated to me that **** never answers their phones".........This is the first time I have ever had these issues when traveling to Asia. I have always been able to contact an agent and explained my issues with them. They (Korean Airlines, Asiana, Cebu Pacific, Delta, and many others) have been very helpful. The longest "I" ever wait to talk to an agent was 20 minutes.I have tried to search for a customer email with no success. I did find a lot of complaints in regard to the services provide with contacting them. So many complaints about *** not answering their phones.I would appreciate if the BBB could reach out to *** and have them call me so "I" can get this issue resolved please.

  Business Response

  Date: 10/12/2022

  Dear BBB,
  
  Thank you for forwarding passenger, Mr. ************* complaint.  Please see below for our response to this case:
  
  EVA ******* Office has contacted the complainant Mr. ************ over the phone on October 12, 2022 and assisting on his seat assignment inquiry.
  
  Thank you for allowing us the opportunity to address the issues brought to our attention.  We appreciate Mr. ************* kind understanding and look forward to welcoming him and Mrs. ************ on board EVA ********************** soon. 

   

  Sincerely,
  
  ******
  Customer ******************
  ********************
  ******* Head Office
  Case no. ECSR/*****/22000021 (BBB ID18183101)

• Initial Complaint

  Date:10/04/2022

  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.

  Hi, I'd like to file a complaint about the airlines' milage purchase rules.I purchased tickets from ******* to ****** online on 10/2 with booking reference number 63MMUF. Then my husband and I realized that I may have enough mileages to be upgraded. As we didn't know how to operate the redemption from their website, I called on 10/3. The agent was nice explaining everything and teaching me how it works. As well as how many points we both will need in order to be upgraded.Then I followed the agent's instruction, returned my S class, purchased ********* and more points. When I tried to redeem for upgrading, your system rejected me again due to insufficient mileages.I called again. Note that the unlimited redialing and waiting took me from 8:47 am to 2:22 pm in order for me to talk the agent, only twice! Luckily the same agent answered my 2nd call. Then she confirmed that she gave me wrong information, the purchased mileages are not adequate but I cannot return the same-day-purchased mileages.If the company have a rule that I can cancel purchased tickets withing 24 hours, I believe to accept 24 hours mileage purchasing return is not a difficult thing. Especially it's based on the agent's suggestion.I tried to connect with the company but can't afford my times on waiting, there's no suitable link on website for filing a complaint. Please kindly file this as a case and forward it to EVA airlines. Thank you very much for your time.

  Business Response

  Date: 10/12/2022

  Dear BBB,
  
  Thank you for forwarding passenger, ************************* mileage purchase rules complaint.  Please see below for our response to this case:
  
  EVA ************* Office has contacted the complainant ********** over the phone on October 12, 2022 thoroughly explained the upgrade mileage requirements to her.  According to the Infinity MileageLands accounts, ********** and her companion *************************** both make purchased of ***************** online.  As both of them are not able to use the mileage upgrade their flights, our ************* Office will assist with the refund request for their mileage purchased as instructed by **********.
  
  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 passengers feedback because that helps us further enhance and improve our service quality.  We appreciate ************************* kind understanding and look forward to welcoming her and ********** onboard EVA ********************** soon. 
  
  
  Sincerely,
  
  *************************
  Customer Service *********************************************************
  Case no. ECSR/*****/22000020 (BBB ID18168019)

• Initial Complaint

  Date:10/03/2022

  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.

  Eva airline confirm my flight booking (my flight on 12/27) , confirmation number 5ZVE83 and 5IMIRW. They certainly cancel my flight on Oct 1,2022. They do not willing to provide alternative flight, they said they have right to cancel any flight. I do not think it is fair to any customer, since the flight is confirm by **********************, they should provide alternative flight. My schedule is open from 12/20-1/13. There are at least 46 flights , it is impossible can not find any seat for us. Please provide alternative flight for me. I know *** air has another two flight from NRT to TPE, I can do either one even from HND,*****. As long as it can complete my route. Thank you!

  Business Response

  Date: 10/10/2022

  Dear BBB,
  
  Thank you for forwarding passenger, Ms. I ******** service issues complaint.  Please see below for our response to this case:
  
  Based on the reservation records 5ZVE83 and 5IMIRW, all passengers (2 adults, 1 Child and 1 Infant) are holding Star Alliance partner, All Nippon Airways award redemption tickets. 
  In reviewing their booking history, we sincerely regret to learn the complainant, Ms. I Ju **** and her familys travel schedule was adversely affected due to original booked EVA ***** from ************ (***) to ************** (***) departing on December 27,2022 ****** cancelled.  The ****** cancellation notification was sent to All Nippon Airways on September 30, 2022.   We sincerely apologize for any disruption and unpleasant experience which our cancelled ****** may have caused to their schedule.  Our records indicated that Ms.I Ju **** and her family are now rebooked and confirmed on EVA ****** BR189 from ***** ****** (***) to *************** (TSA) departing on January 11, 2023.
  
  It is our goal to provide our loyal passengers the exceptional service in every aspect of their journeys.  At **** we always welcome passengers feedback because that helps us further enhance and improve our service quality.  We appreciate Ms. I ******** kind understanding and look forward to welcoming her and her family onboard EVA *********** Thank you.
  
  Sincerely,
  
  *************************
  Customer Service *********************************************************
  Case no. ECSR/*****/22000019 (BBB ID18163001)
  
  

  Customer Answer

  Date: 10/26/2022

  Hi,
  My case number. Please ask Eva airline to provide contact details.
  I need to reply back to them.
  
  Best,
  ******************;
  ECSR/*****/22000019 (BBBID18163001, 18238092)
  

  
  

  Business Response

  Date: 12/02/2022

  Dear BBB,
  
  This is to provide further updates on Ms. ***** service issues complaint.
  
  October 21, 2022
  We replied to Ms. **** and thoroughly explained to her that as she and her family are holding Star Alliance partner, All Nippon Airways award redemption tickets, it is suggested to contact All Nippon Airways directly to check the ****** availability and rebook their prefer ****** schedule on EVA.  If there are no available seats on their preferred EVA ******* she may request All Nippon Airways to keep the confirmed ****** schedule and waitlisted for their preferred EVA *************** will then assist to check with our reservation control center to see if possibly to get the confirm seats on their preferred EVA *************
  
  October 27, 2022
  To better assist with Ms. **** and her familys bookings, we sent email to All Nippon Airways Star Alliance IRROPs team to seek for their assistance to check the ****** availability and rebook EVA ****** in their system as passengers are holding All Nippon Airways award redemption tickets.
  
  December 02, 2022
  As of today, we have not received any email response from All Nippon Airways.  In reviewing of PAXs reservations, we learned that ************/******** and ********************************* were rescheduled to BR195/2JAN *************** by All Nippon Airways today whereas PAX ************/*** and the infant ************************** still confirmed on BR189/11JAN 2023 HND-TSA. 
  
  The related email correspondence with Ms. **** and the email sent to All Nippon Airways are in attached for your reference.  Your attention to this case is very much appreciated. Thank you.
  
  
  Sincerely,
  
  *************************
  Customer Service *********************************************************
  Case no. ECSR/*****/22000019 (BBB ID18163001, 18238092)
  

• Initial Complaint

  Date:09/27/2022

  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 BBB,Recently I bought two EVA *** airline tickets for my parents through the Cheapo*** website. Unfortunately, there is one letter misspelling for one of the passenger's last name from Rungsisuriyachai (correct) to Rungsrisuriyachai (wrong) . I have been contacting *** *** many times but the representative kept saying I have to contact the travel agent to correct the name or last name. There was one time I was able to have conference calls between ********** EVA *** and myself. Both parties, EVA ***, and *********, agreed to have the last name changed and I needed to pay $100 fee to Cheapo*** and $50 fee to EVA ***. Unfortunately, the next day after Cheapo*** processed the change request to EVA ***, the airline denied the request. Cheapo*** already refunded $100 but EVA *** still kept my fee. When I contacted EVA *** back, another representative said they cannot correct the name or last name. Only travel agents can do that (Note: every time I call, there are different agents) The bottom line is that there is NO change or correction for the last name. According to the *** *** policy (https://www.eva***.com/en-us/customer-services/faq/detail.html?FaqCategories=online-reservation), it stated clearly that the name can be corrected or modified if there is incorrect spelling. Please help me find out what is really happening and why *********** fulfill the request. E-Ticket Number: ************* Thank you very much ********************

  Business Response

  Date: 10/04/2022

  Dear BBB,

  Thank you for contacting us regarding ********************'s complaint regarding 3rd party travel agency misspelling for his parents last name on the ticket.  We've responded to Tawan Teopipithaporn directly and thoroughly explained to him as below:

   

  //Quote//

  From: Laxsrbr
  Sent: Tuesday, October 4, 2022 5:16 PM
  To: ******************** <********************>
  Subject: EVA *** ECSR/SEATT/22000018 - *** (BBB ID *********
  
  Dear ********************,
  
  Thank you for allowing us the opportunity to address your concerns as forwarded by Better Business Bureau.  We wholeheartedly appreciate your patience for any delay in responding to your correspondence while we carefully reviewed of your case with the related concerned **********s.  On behalf of EVA *********************** we sincerely regret to learn about the unpleasant experience you have encountered for ************* Rungsrisuriyachai last name correction on his ticket with the travel agency Cheapoair.
  
  Kindly note for passengers tickets issued through the 3rd party travel agency, passengers may contact the ticketed travel agency to correct or modified the misspelling name to the same passenger with a service fee collected.  In reviewing of ************* Rungsisuriyachais ticket (E-ticket no. 695-7779153573), we learned that your travel agency did not process the change request from Rungsrisuriyachai (wrong) to Rungsisuriyachai (correct) and reissue the ticket.  Upon receipt of this complaint case, EVA ********** concerned immediately contacted the travel agency personnel and have them to take prompt actions to correct the name and reissue ticket.  We are truly sorry to learn of your travel agency did not assist with your request on the last name correction of ************** Rungsisuriyachais ticket in a timely manner. 
  
  Nevertheless, to demonstrate our commitment of excellence in service and extend our utmost sincerity, EVA *************** team special authorized to accept ************** Rungsisuriyachai onboard this flight and input a note for his correct name spelling on boarding pass.  EVA ********** concerned has informed your travel agency that no need to reissue your parents ticket at this instance.  According to the travel agents email response, they will close the case and refunded the fee you were charged when this started.  Should you have any questions or concerns of name correction fees, you may contact your travel agency directly.
  
  We thank you again 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 your feedback that helps us further enhance and improve our service quality.  We appreciate your kind understanding and look forward to welcoming you parents onboard EVA *********** Thank you.
  
  
  Sincerely,
  
  *************************
  Customer Service *********************************************************
  Case no. ECSR/*****/22000018 (BBB ID *********

  //Unquote//

   

  We also attached the scanned copy of our email response to Tawan Teopipithaporn for your reference.  Your attention to this case is very much appreciated.  Thank you.

   

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