Flew EVA 12 hours trans-pacific on a 777-300ER. Food&drinks, entertainment and seat were excellent and the flight was on time. The only thing that felt lacking was that the crew seemed a bit robotic and rushed and always put efficiency above genuine human interactions; however, they did try and get every passenger's name right!
Review by Kadera1 month ago
I flew from London Heathrow to Bangkok return. The price of the ticket was actually good as this is a direct flight and EVA Air give you a 30kg baggage allowance which is great. However, after having flown with over twenty different airlines in my lifetime I can honestly say I have never seen cabin crew as rude, impatient and impolite as EVA Air. I don't really care about cabin crew being all smiley and overly friendly which I know is mostly an act, but EVA Air cabin crew look at you and serve you as if you're a piece of trash stuck on their shoes.
Review by Nishelle1 month ago
Traveled London-Thailand and thought i would treat myself to premium economy and have to say could not see any difference between economy and premium economy.Paid around £150 extra but certainly not worth it unless you count getting a basic plastic toothbrush. The WIFI did not work and the food left a lot to be desired and the entertainment was very basic in terms of choice of films etc . Don't waste your money . Thai airways for me now...
Review by CGirling2 months ago
I use EVA frequently for work. Every single month.
When the EVA strike was taking place many of my booked flights were cancelled with no compensation or apology. I was not given anything for the trips I had to miss and all complaints to EVA were shut down and ignored.
Then when I had to miss a booked flight because of a family emergency I was not allowed to board the return flight I had already booked nor could I get a refund without incurring huge fees, equal to the price of the flight. The whole process is meant to charge you more and force you to book another flight, despite the fact you're already paid for the missed one in full.
I arrived at the airport after a long and tiring trip trying to get home and had to book another seat at triple the cost even though I already had a seat booked on the flight.
Very very disappointing, as EVA was one of my favourite airlines. Will not be reviewing my membership or flying with them again. Sad they treat loyal members this way, and no effort was made whatsoever from staff to help solve the situation. Just mechanical responses like "sorry for the inconvenience."
Review by Startec Tobasco2 months ago
Business class the way it should be!
Flew EVA 12 hours trans-pacific on a 777-300ER. Food, drinks, entertainment and seat were excellent and the flight was on time. The flight crew seemed a bit robotic and rushed and always put efficiency above genuine human interactions but it was a minor hindrance.
Review by Thrall2 months ago
My wife and I arrived back from a month long holiday in Europe and we must let other people know of our experiences.
We booked business class (there and back) and we had a urgent personal issue arose last minute that did not allow us to fly back as scheduled. So we tried the EVA customer service and no one answered, we phoned the emergency hotline, nobody answered. We called Flight Centre to see if we could make changes, but they said no business class seats available and you will have to purchase economy travel at an extra $1600, having paid $9500 for two BC.Total $11,100
We arrived at the airport and explained the issue to EVA only to be told that if you had not booked new seats, EVA would have just re-booked another flight BC and blamed Flight Centre for not walking us through the availability of BC seats. This turned out to be untrue and we did not want to arrive at a airport with not tickets. Nothing could be done so we boarded the plane in economy seats.
Asked for drinks and wine served 1 inch tall in a plastic cup, whisky with three ice cubes 1/2 cm high. We asked for more, but this was frowned on. After three small whiskey's (during a long 11 flight) I asked for another and was informed that on the aircraft they had limited supply and we need to have enough for other passengers and never in my 40 years of travel have experienced anything like that before. The temperature in the cabin was freezing and we asked with many others to turn the temperature up. This never happened only to be told the captain makes these decision, so we froze and offered more blankets. We had a 6 hour stop over in Taipei, the EVA main base, and asked to see management. The supervisor listened to our storey and are request to upgrade us on the last leg to Brisbane BC. The supervisor spoke to the Duty Manager who informed us we would have to pay another $2240 (US) each for the 8 hour flight. We asked to speak in person to the duty manager, who eventually arrived. Given that we did miss are flights due to special circumstances and nobody at EVA bothered to answer the phone we asked whether something could be done, including a lounge pass. The Duty Manager was completely out of his depth and stuck rigidly to the point that we must pay the extra and would not assist or take note of the issues we had which include the cold, TV, no WiFi, screens not working (told to move), poor flight attendants, rudeness and what EVA in Vienna had stated about two seats being availability in BC. I lost it, and said that if EVA could not be flexible or amenable to customer needs, then they have some serious management issues, especially not giving out a free pass to the lounge, which I might add was pretty bad on the first part of our holiday. Clearly this airline that is in serious trouble and I believe financially, culturally, morally, followed by a complete lack of customer understanding, with unbelievable rigid rules dates back to the 70's.The poorly experienced manager said he would undertake a full investigation but did not bother to take names, numbers or addresses, so we thought this was BS. We will never travel EVA again and by the look of it the complaints are rising by the day following there strike. This is far worse than Ryanair
Review by Florijn3 months ago
We booked a holiday to Thailand for June 2019. We were so excited and were counting down our holiday for six months.
Unfortunately, EVA Air airline attendants had a strike and all flights were cancelled.
The phone numbers Eva air provided on their site did not work and my husband mobile bill cost him a further £70.
Eventually, my husband managed to speak to someone working for Eva Air in China after wasting 3 days of our holiday! This person was extremely helpful. We asked if he could change our flight to Emirates flights. He did manage to do this for us but we lost one night stay in our hotel which we had paid for in advance. He advised us to make a claim one we came back to the UK with Eva Air.
Obviously, my husband did. He called Eva Air and instead of the customer service representative being sympathetic she scolded my husband for calling China while we were stranded in Thailand!!! My husband explained that the numbers provided by Eva air were not working when we were in Thailand and it seemed that Eva Air were not concerned with travellers being stranded in a different country. She did not seem to care.
My husband was given an email address and told to list all the expenses or loses we incurred. We have still not heard back from Eva Air.
This was the first time we used Eva Air and it will definitely be the last. In this entire process and after speaking with various Eva Air staff there has only been one customer service person, in China, who was helpful.
They turned our holiday into a nightmare!
Review by Phillemon3 months ago
I've just tried to use my Eva Air airmiles to upgrade from Premium Economy to Business Class. My flight is in 6 months but I was told all the upgrade seats in Business Class were already booked. I then found out that on Eva Air's planes from London to Taipei via Bangkok, there are only 3 seats available for passengers to upgrade to Business Class. This makes Eva Air's airmiles almost useless.
Review by Diocane Pessato3 months ago
Great experiences! I took Eva Air several times from Taipei to Hong Kong and I never had a single problem. One time I was missing my flight due to stomach problems, I went to their super friendly costumer center at Taoyuan Airport, they just booked me on the next plane without any troubles or any payments! Sorry, but a lot of other companies are not like this!
Review by Jagman3 months ago
Not helpful at all..Makes the process of claiming refund for APD tax very painful.
Review by Appulsorse Eit3 months ago
I had bad experience with this airline. Already sent complaint via their website and through Twitter direct message. Only replies from email bot and twitter bot came. No human answer. No person to follow up complaint. Until now. 1 month passed.
Real lousy customer service.
Review by PkKK Ceplecha4 months ago
My sister and I were misfortunate enough to have to travel to Thailand after our father had a stroke. We flew EVA Air and needed to get our father on the same flight back to the UK. He cannot walk and uses a wheelchair. We were repeatedly given misinformation about what assistance can be offered and were advised that there are disabled toilets on board, which is not true. We have spent hours making multiple international phone calls to the offices in Bangkok and London, and waiting for calls back from managers that never happened. We have had to purchase business class tickets for the sake of facilities and although my father requires our assistance on board the flight the 3 of us cannot sit together and we were advised no changes to seats could be made. There has been no apology or gesture of good will and a very stressful life experience has been made all the worse for our experience dealing with EVA Air. Would not recommend.
Review by SeanTinney4 months ago
I had booked my flight for June, excited to go on a trip to visit my friend in Hong Kong. unfortunately there was a strike, resulting all Eva airline was cancelled. I had processed my refund online after being notified and it was definitely a huge turn down. My entire plans were to be changed. Knowing that a lot of phone calls will be made by the passengers to Eva airline, I held up for two month trying to not bug them. When I called Eva airline on the 7th of sept to enquirer if the refund had been processed to my bank account, the associate was trying to push responsibility and asking me to contact my bank on my own. As a customer experience driven service industry, I did not feel like they were willing to assist me or show empathy. Firstly, I did not have to go through all this hassle if there was no strike, I am also one of the victim being affected. after couple minutes of explaining, the associate told me their financial bank is a 3rd party, and request me to contact them on my own. I could not believe this, Eva airline was the one to charge me, all I want is Eva airline to let me know whether the charges are credited back to my account. Then the associate mention it has personal data, hence he is unable to assist, I kindly suggested him to have his 3rd party bank to provide me with my refund proof, which was also turned down. I asked to speak to his manager, a lady called back, and managed to solve my inquiry within 5 minuets, but the other associate had spent 30 min with me, not willing to help me, not showing empathy. I asked for an explanation to from the manager, and the manager ms. Huang made me feel like I was just unlucky to be the one whom they dropped the ball, promised to conduct training for the associate which I could not careless! When an apology was not accepted, I had asked her to escalate this case, as I was not satisfied with NO service recovery at all. I made an appointment with ms. Huang to have her boss contact me the following Monday at 3 pm. Guess what? Ms. Huang called back instead of her manager, and tried to offer me airline gifts as compensation, gifts such as Eva airline pens, weight.. etc. I seriously felt insulted by this gesture. She gave me a feeling that all she wanted to do is get rid of me by giving me things I do not need. Where did the sincerity go? I have her suggestions of what will be a satisfying compensation, she claim she will confirm and get back to me. This afternoon sept 10 I got a call from her with a huge turn down. When I asked to escalate this to her manager, she claim that 8pm everyone is off work, no one will call me. This is how Eva airline treat their customers, and shows how careless they are towards this incident. Finally she promised to have her manager call me at 8pm, but the promise was broken, because I never received any call back, but instead I got a generic seem like templates email from Ms. Huang, still wanting to obtain my contact to send me the gift that I turned down. It seems like she just wanted to stuff a random item to complete her check list. Through the email footage of Ms. Huang, her title says: 票價物部25號專員。according to my understanding I asked for a manger in the first place, why was it an associate contacting me? This is a snowball effect and shows how Eva airline handle their guests- Not taking guest seriously at all. Worse experience ever, will never recommend Eva airline to any friends and family. Still waiting for a manager to call back.
Review by Karlotta4 months ago
Recently booked again with EVA only to realise after booking that there is now a charge to book your seats in advance.
This is a new thing so I have complained via email /twitter/comments in fact every way possible. Not heard anything for a month now.
Absolutely ridiculous (non) customer service!
Will definitely be booking with someone else next time!
Review by Caylund4 months ago
No hotel, no food, no water,
Given a flight after 8 hours on the phone, given broken numbers, told i called the wrong number etc etc. Ringing the original number after 2 hours on hold got a new flight booked with a different airline. Total delay 30+ hours
I had to book and pay for my own hotel taxis and illegally told i would not be recieving any compensation due to it being caused by their crew striking.
I have written to them to asked for my costs to be paid and so far been ignored.
Too dangerous to fly without customer service
But their seats are better than BA.
Review by ConsumerTip4 months ago
I had one really good experience with EVA , last time i flew i was injured with a serving trolley and staff refused to log the incident and eva have not taken ownership of or made any attempt to appease me.
I then had to endure 12 hours of staff acting like clumsy rude and spoilt children.
Two terrible experiences with and no apology.
Any one in the company capable of delivering good customer service or have the ability to take ownership of complaints and incompetent staff .
Review by ASManchester4 months ago
My recent flight to Thailand was cancelled hours before departure due to the strike. No assistance given to find an alternate airline. Found a last minute seat with Hainan the following day for significantly more money . Still waiting for refund. Told 6-8 weeks to see my money. Customer serviced seemed surprised I called them because my flights were cancelled and I wanted to be reimbursed. What?? Hainan was far more professional. EVA...never again. I guess I’ll be seeing more of the Beijing terminal in the future.
Review by Rewanth5 months ago
The best airline! Super full of initiative in order to take care of their clients. I experienced a 17hour delay from NY (with crappy, incapacitated airport) due to bad weather.. a lot of airlines cancelled flight. But EVA was still able to fly us out. At connecting flight in Taipei, all our tickets were ready and got us right on to the next flights. Their plane is also well equipped for necessities on long haul flights. Would choose to only take EVA if possible!
Also, prior to flight, I encountered some minor issues with the ticket (which other airlines would have made a big deal out of and charge you heaps of dollars) and EVA customer service again showed much initiative to assist and even go beyond a step further by offering more help to make my travel smooth and comfortable.. all without trying to sell or charge me a single dollar.
Review by TRedd5 months ago
i hope eva staff all enjoy the extra £120 they have charged me for being disabled
they should try life in a wheel chair
Review by JeremyJ5 months ago
other than delayed flights and boarding taking abit long sometimes
I really appreciated all the meals on the long flight. and free blanket and head phones
only issue is if your sat in front of a child the TV screen has games so you feel them tapping it
but other than that
rhe app was great and tickets and everything
Review by Jeuanderson6 months ago
I booked a flight for my break with EVA from London's Heathrow to Bangkok, EVA were great when things are going right, they even rang me to organise seats so we were in the baby seat in front of the bulkhead for the baby cot on our outbound flight. (Well done, thank you).
However! when we were due to fly home I was struck down with food poisoning and unable to fly in fact I was admitted to hospital, Thailand had a public holiday at the time every EVA air office was closed. Due to the time difference and being a Sunday the UK offices were closed in fact we couldn't find an operating EVA office open in the world all we could do was call the airport and get in touch with the EVA checking desk to avoid a no show being recorded.
EVA How can you justify running an airline with no open offices? NOT ACCEPTABLE!!!
AND! When the Thailand office finally re-opened they couldn't help said I had to make an international call to London where the ticket was issued Also unacceptable.
Maybe I am missing something here but this is the first airline I have dealt with that runs 9-5 offices closed most of the weekend.
EVA! What are your passengers supposed to do when problems arise outside office hours? We all want to know.
EVA if you bother reading these put yourselves in my position in a hospital bed on a drip, very ill, due to fly and can't get in touch with my airline. I'm sorry in my view if your going to run an airline you need 24hr contact number and an international IT system EVA because you don't have this I won't be using you again.
Barry Wateridge (REZK02)
Review by HighSpirits6 months ago
Don't appreciate having flight cancelled 5 days before leaving and no viable alternative offered. Means I missed out on $900 as I rebooked flight with other airline. Will avoid in the future as it seems to be an unreliable airline. I will stick with airlines which seem to have better reputations from now on. Also-> refunds should not take 2-3 months.
Review by Namchul6 months ago
I've used several airline websites and the EVA Air website is by far the worst, particularly when it comes to managing your travel.
Called customer service in Malaysia to change my flight from Malaysia. They don't take credit cards over the phone. Said I need to go to the office. Guess that confirms they can't trust their staff not to steal credit card numbers. Called a number in Taiwan and the event got me sorted.
So far, one star only.
At KUL I was ridiculously late for a flight. There was one EVA agent. I assumed he would help rebook me but no. He was awesome. The flight had other delays. The agent rallied and gave me and my large checked bag a personal running escort through every step out to the gate. Front of the line through security, front of VIP immigration line, and more. Got to the gate and my checked bag on the plane with time to spare. Total five star service there. That, balanced with lousy web services.. 3 Star overall.
Review by Tessarne6 months ago
Flown with them 5 times in the past year, London - BKK. Mix of premium economy and business class. Their service is absolutely fantastic. Easy to reach on the phone. Easy use of points to get an upgrade. And, normally cheaper than BA, with its inferior business class product.
Love the freebies in Business!
Review by Stuat8 months ago
Amazing customer service actually outstanding. Above and beyond any other airline we have ever flown with, had a couple of issues with confirming whether the flight was still going ahead as we booked the flight through a comparison site to book the cheapest flights and then that company folded so we were left a bit in the dark with whether this had actually been booked or not but one phone call spoke to a lovely lady whom assured me this was going ahead, couldn't be happier she was very pleasant on the phone and very informative.