Great cabin crew; awful Heathrow ground staff.
On the outward journey from Bangkok to London, the cabin crew were wonderful: totally professional and really helpful, but the ground staff at London Heathrow were shockingly bad on my return. This was the worst experience I've had with any airline after 40 years of flying.
The Heathrow check-in staff were impatient and rude from the outset, telling me "Move along the queue and stop wasting your time" when I began to enter my details in the Eva Air online check-in machines provided for that purpose.
My passport was scrutinised and refused because of a small tear on a blank page at the back of my passport. This is the first time in six years using the same passport: 45 prior flights, 90 check-in crews and 180 immigration officials either end saw no issue with this small defect on a blank page of my passport.
The Heathrow check-in manager ripped off the luggage tag from my bag when the decision had been made that I could not fly. This was unsmilingly delivered with no explanation, unnecessary and humiliating.
This failure of Eva Air Heathrow ground staff will cost me approximately $1,200 to book a new flight.
In spite of my very pleasant outward journey with Eva Air, I won't be travelling with this airline via London again.
Terrible customer service and communication. We are flying back to Taiwan and I unfortunately got covid, which resulted in a 300 pound change fee. Just before our next flight my wife got covid and this time we were charged almost 800 pounds. I understand there may be a change fee, but they added the cost of the flight at that time, rather than what we originally paid. The customer service team were neither helpful or sympathetic to our situation. They simply said they could waive the change fee of 75 pounds with a positive PCR test. As we know a PCR fit to fly costs well over 100 pounds. The logic and competence shown was awful. We have now paid over 1,100 extra with no apology or compensation given. Also, as they are only flying once a week, we have had to delay work for two weeks. Never will I fly with this airline again and I strongly recommend you don't too. I would have been fine with paying the flight change fee, but to add an additional cost of 800 pounds is an insult.
The company refuses to refund money in a timely manner and their customer service in the Beijing office is appalling. There is no reason a refund should take 2 months to process, when tickets were only purchased a week before being cancelled. Even during these stressful times in the world, there is no reason this is necessary. Amanda, the agent assisting us, shouted at us for insisting on a timely refund, and then ignored us for several minutes while we tried to ask for the manager. We were even told the refund has been processed and was suggested to reach the bank we made the payment with. When we called to verify, there was no record Eva Airways had processed the refund with them. Do better!!
Flew EVA Air from Seattle to Taipei then on to Cebu twice this year. EVA is excellence all the way around. The food was great and lots of it. Seating in economy was very good, lots of leg room. WiFi worked almost all the way across the ocean! Plane was very clean, staff was highly professional and curtiuos.
Recently had to change my flight date from Bangkok to London and was charged £330 absolutely disgusting won’t be flying with them again
Flown in Asia over 35 years but first and prob last time with Eva.Sorry.
1 App is TOTALLY useless. Worst ever.Have to keep remembering code of membership.Look at the reviews which are 99% bad.
2 Flight entertainment not catering for international audience.Where are Hollywood up to date films please?
3. Food average.
4 Seat room great.
5.cannot see me flying with you again but let's see.
6 international flight to Taipeifrom BAngkok at 2 am!!!! Unbelievable for a 5* airline.Realy poor.
PLEASE SORT OUT APP AND BETTER FILMS
Thanks and sad to be writing this as had high hopes
wonderful service and comfortable flight
There never appears to be anybody manning the service phone number. It just claims to be busy and hangs up on you. That could cause some pretty serious screw-ups if e.g. people need to reschedule at short notice. They also have a policy of ripping off parents of infants at the check in desk for a previously unmentioned 10% ticket charge for the infant, even without a seat or meal. If they want to charge that, then it should be included in the initial booking, not kept secret until you have no option but to pay. I'll be suing it back off them anyway.
This airline has a policy not to respond to customers. We had a complaint about the reservation service. The complaint was not accepted by phone (rude staff) but reffered to their website (good luck there!).
Eva Corporation does it's best to hide their email and postal adress but we manged to track them down.
We wrote a formal letter of complaint. No response. So we followed up with a registered letter and again No Response!
Clearly this airline is not interested in it's customers once you have spent your money.
Very poor an unprofessional land service. We took a flight from JFK to Taipei inthe Laurel (First) class. They first asked to see the credit card that my husbamd used to purchase the tickets, then they asked for our driving licenses. My husband paid the tickets with a corporate card and they didnt want to check us in because the billing address didnt match our home address. Then the supervisor came in and star calling my husband Mr Globlatek which is clearly the company's name. It was very hard to communicate with them, they barely speak english. I couldnt believe this was actually happening in NYC, it seems more a third worl country kind of experience.
PROS:FA are very nice. Food has improved over last few years. In my experience, they are very timely.
CONS: SEATS ARE AWFUL in Business Class. Entertainment system is antiquated and should be upgraded when they throw away the seats and finally get lay-flat seats.
LHR-BKK-LHR, Boeing 777. Check in at LHR efficient. Given a pass for the London Lounge. Not the best I have been to but adequate. Could only find soft drinks and beers on the ground floor - upstairs much better with a range of spirits available. Little choice for vegetarians and no labels on the food. I checked with the staff to see if they announce the flight and was told they don't, so don't know whether or not they have changed this policy since a recent review by a fellow traveller. The crew on board were very welcoming and attentive - they all greeted me and offered help with anything I needed. Was offered juice or water on boarding and asked for my drink preference after take off (champagne, wine, spirits) and what I would like to drink with my meal. The meal was excellent (prebooked online), wine was gorgeous. Seats are lie flat angled I found it best to keep the chair in a tilted relaxed position with a cushion under my knees. In addition to the cushion already on the seat, was also given a larger foam pillow and duvet. AVOD great and the attendants checked at very regular intervals to see if there was anything you wanted. No fast track at BKK but that it was not really necessary. Return to LHR equally good if not slightly better in that the Evergreen Lounge was excellent - very quiet - excellent choice of food - hot noodles, sandwiches, pastries, cakes, alcoholic drinks, wines etc. I checked with staff and was told they do announce the flight - which they did 30 mins before scheduled departure. Attentive FAs - meal was excellent, drinks were available when requested. Was given a Fast Track pass for LHR which helped cut down the time at immigration. Excellent value and would recommend.
Brisbane to Taipei in Economy Class. Reasonable size seats and seat pitch however the seat belts are pretty small. I am 5ft 7 and a size Au16 (US 14) and the seatbelt just fit around me, any larger and I would have needed a seatbelt extender. I have flown with Qantas, Singapore, British, Air NZ, Emirites and the seatbelts have always been big enough. The food is OK and the service pretty non existant. Unfortunately on our flight they were having problems with the air-con and it was very hot in our section of the plane. The attendants were apologetic but could not fix the problem. All in all not the most comfortable flight. Our next leg was Taipei to New York in Elite Class or Premium Economy. The seats in Elite are very comfortable with heaps of legroom and the seatbelts are very generous. This is perfect for the larger traveller as there is lots more room. The seats have a very good recline and we able to sleep comfortably. The service was much better also with the attendants being very attentive and friendly. I would definitely recommend spending the extra couple of hundred dollars and fly Elite Class with Eva Air.