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:09/06/2022

  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.

  Eva *** doesn't follow the 24-hour rule by the ******************************* (DoT) in a fully transparent way.I booked a flight departing from the US three months in advance and canceled my ticket reservation within 24 hours of booking. According to the ******'s 24-hour rule (see https://www.transportation.gov/individuals/aviation-consumer-protection/refunds for details), for airline tickets that are purchased at least seven days before a flights scheduled departure date and time, airlines are required to allow consumers to cancel their reservation and receive a full refund without a penalty for 24 hours. Unfortunately, *** *** refused to issue me a full refund because I didn't "apply" for it. I did cancel my flight within 24 hours of booking and should be already eligible for a full refund. Technically, they have no business keeping my money, and it's up to me if I wanted to leave my money in their system for a bit longer. Sadly they insist that an additional application within 24 hours of bookings would be needed for customers to get a full refund. They're charging me a $200 penalty per-person to take money out of their system. This is obviously violating the DoT's guidelines, and *** *** should be subject to a civil penalty. I urge Eva *** to respect and follow the ******'s 24-hour rule. The fraudulent cancellation policy is not doing anything good and should be revised immediately. Some other details about my reservation:Booked date, Jul. 29, canceled date, Jul. 29.E-Ticket numbers Document 695-2451808786 Document 695-2451808787 Document 695-2451808788 Document 695-2451808789 Total payment $4,335.08 USD

  Business Response

  Date: 09/16/2022

  Dear BBB,

  Thank you for contacting us regarding ************ complaint involves refund issues.  We've responded to ******** directly and thoroughly explained to her as below:

   

  //Quote//

  From: Laxsrbr
  

  Sent: Friday, September 16, 2022 1:56 PM
  To: *********************
  Subject: *** *** ECSR/SEATT/22000017 - *** (BBB case ID no. *********
  
  Dear ********,
  
  Thank you for allowing us the opportunity to address your concerns as forwarded from the Better Business Bureau.  We wholeheartedly appreciate your patience for any delay in responding to your correspondence while we carefully reviewed this case with all concerned related departments. 
  
  In reviewing of the booking,our record indicated that you and your familys round-trip tickets (ticket number 695-2451808786, 695-2451808787, 695-2451808788 and 695-2451808789) for traveling from ************* (***) to ****** (***) departing on December 25, 2022 and returning from ****** (***) to ************* (***) on January 26, 2023 were purchased via *** official website on July 29, 2022 at 16:01pm *** local time.  Our record indicated that the reservation was canceled online by ************************* on July 30, 2022 at 15:35pm *** local time.  However, the refund requests for all four tickets were not received until September 7, 2022.    
  
  Please be advised that when passenger book and ticket a reservation through *** *** official website or *** reservation/ticketing office for *** flights to/from *** one week (168 hours) or beyond the flight's departure date,passenger can cancel the reservation and submit the refund request online within 24hours of ticket purchase and receive a full refund without penalty.  Pursuant to the Cancel Booking on *** website, it is clearly disclosed this is only for cancellation of your itinerary, not ticket refund.  If wish to change the itinerary or refund, needed proceed to Change Date/Flights or Refund Application/Inquiry.  Depending on the rules of the fare purchased, a cancellation fee may apply.
  
  *** ****** **************************** received the call requesting to waive the cancellation refund fees for you and your familys tickets.  For good customer service, management from ****** Office special authorized to waive the cancellation refund fees and booking service fees.  Meanwhile when reviewing the case, we learned that the cardholder of **************** card ending **** has initiated a chargeback for all four tickets in the total amount of USD4,335.08.  To demonstrate our commitment of excellence in service and extend our utmost sincerity, *** accepted the chargeback in full amount and settled the case with the issuing bank.  Please check with the financial institution and make sure the funds is properly credited back to your account.
  
  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.  At ***, we always welcome your feedback because that helps us further enhance and improve our service quality.  We appreciate your kind understanding and look forward to your continued patronage and the privilege of serving you again in the near future.  Thank you.
  
  
  Sincerely,
  
  *************************
  Customer Service *********************************************************
  Case no. ECSR/*****/22000017 (BBB case ID no. *********

  //Unquote//

   

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

   

  Sincerely,
  

  *************************
  Customer Service *********************************************************
  

  Customer Answer

  Date: 09/17/2022

   
  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.
  
  Sincerely,
  
  Yin-*************

• Initial Complaint

  Date:08/16/2022

  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.

  I am filing this complaint due to an unresolved issue I am currently having with Eva Airlines. On 8/12/22 I reached out to Eva Airlines and spoke to them about transferring points from my credit card onto *********** mileage program in order to book a flight for my honeymoon. They reviewed the details and told me that I should go ahead, transfer the points to *** *** and that I would be able to book the flight using the miles. I have a recording of the conversation which I have provided to **********'s representatives. Online it showed and still shows that you can book the requested flight for ****** miles per ticket for a business class seat with absolutely no mention of a waitlist. When I received the points into my Eva *** account and came to book the tickets, I was placed on a waitlist. Once this happened, I tried reaching an Eva *** customer service representative over the phone but could not reach anyone so I had to drive an hour to their Manhattan offices to speak to someone. This in itself was an awful experience---to have to drive to an airline's office because they have no one to speak to. The representative I met at their office was unable to remove me from the waitlist and confirm the booking but they cancelled my reservation, created a new one from their system along with a case regarding my troubles. They said they would forward the case to the executives at their headquarters and get back to me regarding removing me from the waitlist and confirming my reservation. My Eva *** case # is ECSR/NYCTT/2200005 Booking ref 5FF94B. I have not heard back from Eva *** and every time I called for an update I'm told they do not know when they'll get to this. I am requesting that *** *** address my case and remove me from the waitlist and confirm the reservation. This is for my honeymoon and now I am stuck with the points I transferred because the Eva *** rep advised me to. I feel scammed for being told to transfer the points, make the booking and then be waitlisted.

  Business Response

  Date: 08/23/2022

  Dear BBB Resolutions Specialist,

  *** Air acknowledge receipt of this BBB complain case and already replied to complainant ************** on August 23,2022.

  We advised ************** that is general practice, airline release limited number of award seats subject to the status of booking on each flight and may be up to 360 days before departure of the flight for the passengers to plan ahead of time. The number of award seats may be very limited or unavailable on some flights or at some periods especially during the holiday peak seasons like December.
  

  During the award ticket booking process on *** official website, the waiting status of customer's booking clearly stated in several steps and before ticket issued. Regretfully , we are not able to accommodate ***************** request of confirming the award seats for his selected date at this instance.

  Your attention to this case is highly appreciated. Thank you.

   

  Customer Service Department

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

  America Head Office

  BBB Case ID# ********

   

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17725319
  
  I am rejecting this response because: When I initially reached out to EVA *** I was told I should transfer my points to their account from my credit card and that Id be able to book the flight I was interested in for my honeymoon. When I made the booking I was placed on the waitlist and requested from EVA *** in my initial complaint that they confirm my booking and remove me from the waitlist. After spending over 15 hours on the phone with them over the past 7 days and speaking to a dozen different supervisors at both **********'s US and ****** offices I realized they do not intend to accommodate me or help me confirm my flight. At that point I changed my request and simply asked them to return the points I transferred back to my credit card. They refuse to do this as well. 

  This is an airline that scams consumers and has very dishonest mechanisms on their website. For example, you can only see if a flight is available after you have enough points for it. Before I transferred my points I was not able to see whether or not the flight had a waitlist. I was only able to see the waitlist status once the points were transferred. Any other US Airline would not display a flight that is unavailable or would clearly state from the get go that the flight is waitlisted. 

  I have spent way too many hours being tormented by this airline. They have excessive wait times when calling, promised me many times that they'd call me back within a few hours and never called me back and have awful customer service.

  
  I am requesting that the BBB help me get EVA *** to transfer my points back to my credit card as they are no longer useable for the flight I transferred them for. This is a reasonable request and is not the initial request I made when filing my complaint.

   

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

  Business Response

  Date: 08/31/2022

  Dear BBB Resolutions Specialist,
  
  Kindly be advised that EVA ********************** had already response to Mr. ****** request to return the points to his Citibank Credit Card account on our last email correspondence dated Aug.23.2022.
  
  In terms of mileage conversion from credit card, there is a solid, written rule published to our members indicated that Mileage earned from credit card cannot be re-converted back to the credit card points once they have been transferred to EVA *** award miles. ****** see attached screen shot and link for your reference.: : https://www.evaair.com/en-us/infinity-mileagelands/mileage-award-program/earning-mileage/award-miles-from-other-partners/credit-card/
  
  Additionally,Mr.****** ******************* Citibank also disclosed the same information which clearly inform their customers that the point transfer request *** not be canceled and the point in a submitted request *** not be returned to the ThankYou Account. ****** see attached screen shot and link ( Under Additional Information ) for your reference. https://www.citi.com/credit-cards/citi-premier-credit-card?category=travel-reward-credit-cards&intc=citihpmenu~creditcards~vac&afc=1C1
  
  Your attention to this case is highly appreciated. Thank you .

   

  Customer Service Department

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

  America Head Office

  BBB Case ID# ********