Other Asian, Australian and South Pacific Frequent Flyer Programs - Maltreatment by EVA ground personnel – LAX

I was terribly treated by EVA ground crew at LAX before boarding my flight BR15 to TPE on the night of August 9th/morning August 10th. I am a tall man (6’2” = 188 cm) and I was checking in at the EVA ticket counter, I requested an aisle seat. EVA ticket agent told me that no aisle seats were available. I was surprised as I was at the LAX check-in counter since 9:30 PM on the 9th and the flight was at 1:50 AM on the 10th of August. The ticket agent consulted with her partner and said that she will seat me in aisle seat but next to an infant and I said okay. At the boarding gate, I asked another ticket agent of possibility of an upgrade because I was sitting next to an infant. This agent was happy to reassign me to another aisle seat. The original ticket agent and her female partner who placed next to the infant were there too and they both started yelling in an abusive manner at me: “you wanted to sit next to the baby” and other remarks in Chinese. I told them that they placed me there and I had to take the seat because they told me there were no more aisle seats available. The two female ticket agents continued their abusive shouting at and insulting me. I was shocked and did not know what to say or do as I was boarding my flight. When I boarded the plane, I witnessed that there were plenty of empty aisle seats available.

I am a paying customer (this was not an award ticket) that does not need or want to be disrespected, insulted, or mistreated. EVA employees’ behavior was unacceptable, out of line and unprofessional. I emailed EVA and demand the employees in question be reprimanded and retrained. And I also requested a response.

The online comment form is here: https://eservice.evaair.com/online/html/global/Asi0a230_e.asp

Judging from the comments on skytrax EVA still doing pretty good. But China Airlines has caught up.

China Airlines comments:

http://www.airlinequality.com/Forum/china.htm

Here are EVA's recent comments:

http://www.airlinequality.com/Forum/eva.htm

p.s. what happened to you was inexcusable though and you are right to complain.

Here are EVA's recent comments:

http://www.airlinequality.com/Forum/eva.htm

p.s. what happened to you was inexcusable though and you are right to complain.

Now... that's really really spooky.

There is a review on there... dated within the past few weeks, and with my (real) name. I didn't write it and it's not quite my route.

OK... you say... someone by the same name?

But most of it is mine, but written a long time ago....

To save cost, EVA has contracted out ground personnel operations. And the contracted company is, as you would expect, lacking in training its agents on proper customer service. Saving $$ is everything these days..

When the flight is not full, I find it generally easier to request seat change with the FAs. They don't really care where you seat, so long as you didn't order special meal.

Now... that's really really spooky.

There is a review on there... dated within the past few weeks, and with my (real) name. I didn't write it and it's not quite my route.

OK... you say... someone by the same name?

But most of it is mine, but written a long time ago....

maybe theres 2 jimbos out there and they are both building up miles each time one of them flies? Cuz EVA thinks u guys are the same person?? wouldnt that be funny?

All the agents in LAX are equally horrible.

Two notes flying out of the US with EVA:

1. You can pre-select a seat 100 days before beginning travel.

2. You can check-in online at EVA's website 24 hours before your departure and choose your seat.

While you didn't deserve the crappy attitude from the ground staff, you could have helped yourself by checking in online or selecting your seats when you booked.

It would be interesting to ask the ethnic background of the original poster. In the past I have noted EVA agents blatantly give un-preferential seating to Filipinos, Vietnamese, Indonesians, South Asians and Hispanics. I think they treat Taiwanese, Japanese and White's preferentially. I think that is just the way it is. They are not a US airline and Taiwanese perceptions about other nationalities, especially other Asian nationalities, tend to show themselves from time to time. Just a theory. Personally I have always been treated extremely well by LAX check-in staff but have witnessed others receive lessor treatment.

AFIK the check-in staff at LAX are all EVA employees, not contract employees. They wear green EVA uniforms and are all Taiwanese.

It would be interesting to ask the ethnic background of the original poster. In the past I have noted EVA agents blatantly give un-preferential seating to Filipinos, Vietnamese, Indonesians, South Asians and Hispanics. I think they treat Taiwanese, Japanese and White's preferentially. I think that is just the way it is. They are not a US airline and Taiwanese perceptions about other nationalities, especially other Asian nationalities, tend to show themselves from time to time. Just a theory. Personally I have always been treated extremely well by LAX check-in staff but have witnessed others receive lessor treatment.

AFIK the check-in staff at LAX are all EVA employees, not contract employees. They wear green EVA uniforms and are all Taiwanese.

Lets hope thats not true really.

Lets hope thats not true really.

I have no idea whatsoever in this specific case but stuff like that definitely does happen on EVA. It's the first thing that came to my mind that would explain it.

.. The ticket agent consulted with her partner and said that she will seat me in aisle seat but next to an infant and I said okay. At the boarding gate, I asked another ticket agent of possibility of an upgrade because I was sitting next to an infant. .

You were really pushing it there. It appeared (true or not) that you were trying to cheat your way into C and that set them off. Why didn't you ask to check for another aisle seat at the gate? I am not by any means defending the agents but your upgrade request (after they accommodated you once earlier and you accepted) was an invitation for trouble.

I have no idea whatsoever in this specific case but stuff like that definitely does happen on EVA. It's the first thing that came to my mind that would explain it.

The attitudes you describe are prevalent in Taiwan. I believe EVA staff by the nature of their job (and training) are more internationalised... but I'm sure some of it slips through, as you say. As a white bloke I can't really say.

Oh one comment. Ms Jimbo (a Taiwanese) is convinced I get better treatment than Taiwanese because of my nationality.

Two notes flying out of the US with EVA:

1. You can pre-select a seat 100 days before beginning travel.

2. You can check-in online at EVA's website 24 hours before your departure and choose your seat.

While you didn't deserve the crappy attitude from the ground staff, you could have helped yourself by checking in online or selecting your seats when you booked.

I made my reservation on July 29th less than 14 days before departure and for some un-godly reason, after several attempts, I was not able to pre-select my seat online. I called EVA's Los Angeles number to no avail as they told me that I can do that at the airport.

This wasn't my first EVA flight ... I have flown EVA's LAX-SE Asia routes for years now and I am very familiar with their online seat-selection option ... but the service and the attitude is getting worse by the day!

You were really pushing it there. It appeared (true or not) that you were trying to cheat your way into C and that set them off. Why didn't you ask to check for another aisle seat at the gate? I am not by any means defending the agents but your upgrade request (after they accommodated you once earlier and you accepted) was an invitation for trouble.

Trying to cheat???

No, I was not pushing it, was not cheating to push my way into C, and was not looking for trouble … absolutely not, I know better than that. I made it very clear to the gate agent that I was requesting a paid upgrade as I was under the impression that the flight was fully booked. The male EVA gate agent immediately understood my situation and assigned me another aisle seat … I don’t know if the other two agents, the abusive ones, understood me or if their English is limited. But regardless, those being in the hospitality cs for a globally recognized carrier they should be trained sufficiently enough not be "set off" that easily.

I have no idea whatsoever in this specific case but stuff like that definitely does happen on EVA. It's the first thing that came to my mind that would explain it.

As a Native Taiwanese, I'm afraid that I have to agree with you:(. Taiwan is not a multi-cultural country. Lots of "Brown People" such as Filipinos, Vietnamese, and South Asian people work in Taiwan as a house maid/caretaker, and usually have really low income compare with Taiwan's standard. That's why some of the Taiwanese might feel superior to, and don't give the proper respect. Can't say it's racism because most of Taiwanese are not like that and those who feel superior don't really "hate"(not assaulting physically or verbally). Ignorant and stereotype is the major problem, and I believe that the same happens in other non-multi-cultural country, too. I feel deeply sorry for anyone that felt disrespected. Please allow time for our society to fully adapt and develop the multi-cultural concept.

While that is a problem in Taiwan, it shouldn't reflect on the personnel in Los Angeles.

However, I must say that all the agents in LAX are equally horrible... whether they serve Economy or Business. Seriously, they don't really give a damn who you are unless you fill out the comment card. For non-Asian airlines, even if you fill the comment card, the agents still doesn't care.

There's absolutely no excuse for the OP's treatment, bias or not, multi-cultural or not, this is horrifying behavior in a hospitality business; to the OP: if you have the names of the abusive ground agents, please complain up the food chain until action is taken against these two, you would be doing us ,people who needs to use their services, a favor.

.. I made it very clear to the gate agent that I was requesting a paid upgrade as I was under the impression that the flight was fully booked. The male EVA gate agent immediately understood my situation and assigned me another aisle seat …..

Sorry, I misunderstood your OP, it wasn't clear that you asked for a UFC. Probably those two also thought you were asking for a free pass but it doesn't excuse their behavior anyways.

I'd simply avoid the airline in the future if I were you.

Interestingly enough they are marketing extension service to China here in LA area - the ads are quite frequent on the local radio staion

There's absolutely no excuse for the OP's treatment, bias or not, multi-cultural or not, this is horrifying behavior in a hospitality business; to the OP: if you have the names of the abusive ground agents, please complain up the food chain until action is taken against these two, you would be doing us ,people who needs to use their services, a favor.

Thank you for the support asianmom and all ... yes, indeed I did get the name of one of the offending EVA employee (I am not sure if we are allowed to post the name here) and emailed to complain at the link I posted above ... but that was over two weeks ago and I have yet to hear from EVA :confused:

response time is usually within 3 days here in Taiwan, 2 weeks seems too long ; you may want to write them again.

response time is usually within 3 days here in Taiwan, 2 weeks seems too long ; you may want to write them again.

Only once have I had a response from EVA when I've sent them a comment - though admittedly most of my comments haven't really required an answer and have been via the link emailed to me after a flight.

I'm also registered in Taiwan.

The one time they did respond, they phoned me and after a few more comments from me called me again a few days later. I think the woman was trying very hard but in the end was rather ineffectual.

You asked to pay to upgrade to PL? Why not do this at ticketing?

I would think that this would either be possible or not at the gate. If possible, it would have nothing to do with the infant issue.

If not possible then you are doing what somebody else suggested, take the seat next to the infant then cry about it.

They were "yelling and insulting"? I have had over 2 years on the ground in various Asian countries, and if some workers acted this way, then others would be aghast and appoligetic.

Sorry, your side of this story is just a tad dubious.

It is VERY possible that the EVA agents did behave poorly, but it is just as likely you are somewhat embellishing the story making it impossible to know what what really happened.

It would be interesting to ask the ethnic background of the original poster. In the past I have noted EVA agents blatantly give un-preferential seating to Filipinos, Vietnamese, Indonesians, South Asians and Hispanics. I think they treat Taiwanese, Japanese and White's preferentially. I think that is just the way it is. They are not a US airline and Taiwanese perceptions about other nationalities, especially other Asian nationalities, tend to show themselves from time to time. Just a theory ... and are all Taiwanese.

I appreciate your input here ... I don't toss around such an accusation so lightly and I really hope that this isn't the case here. I am a caucasian-looking American. Although my wife is Asian and my only son was born in Asia, they were not with me. What percentage of passengers who were lounging on 3-seats in economy are Taiwanese, Japanese or other "racially-preferred" individuals? It was very hard to say ... the passenger whom I "interrupted" her lounging alone on a 3-seat row when I sat at newly assigned aisle seat was Thai woman.

response time is usually within 3 days here in Taiwan, 2 weeks seems too long ; you may want to write them again.

I guess they sat on this one :rolleyes: ... still no answer :confused:

You asked to pay to upgrade to PL? Why not do this at ticketing?

I would think that this would either be possible or not at the gate. If possible, it would have nothing to do with the infant issue.

If not possible then you are doing what somebody else suggested, take the seat next to the infant then cry about it.

They were "yelling and insulting"? I have had over 2 years on the ground in various Asian countries, and if some workers acted this way, then others would be aghast and appoligetic.

Sorry, your side of this story is just a tad dubious.

It is VERY possible that the EVA agents did behave poorly, but it is just as likely you are somewhat embellishing the story making it impossible to know what what really happened.

Yes, I was asking for a paid upgrade to Deluxe/Elite class from economy and the reason I asked for it at the gate because I did not make the decision to upgrade until I saw the crowds at the gate. I have seen paid upgrades done at the gate before. And yes it was possible (as somebody else suggested) for me to sit next to the infant then cry about it ... that was my plan until I saw the crowds at the gate.

I said that the two EVA female ticketing/gate agents were yelling and insulting me because they were looking at me and shouting in Chinese (which I could tell weren't nice words) while continuing to look at me. Simply stated, they just went off on me without any provocation. Other present EVA gate agents (by their looks) where surprised and dismayed by their colleagues’ behavior but none tried to stop it nor did they look at me … the one agent who told me that no need for pay upgrade and was eager to move me to another aisle seat had his eyes affixed on his computer screen.

my side of the story??? dubious???

It’s your prerogative to believe me or not … I gave you a date, time, place and I do have a name. The events I described above are exactly as they happened … I am not imagining, exaggerating or telling a story here. Why would I? I have been flying for over 30 years now, and although it has been at least 2 years since I used EVA the last time, this was my 7th RT flights on EVA since 2005, and I have never been treated so rudely ever by any hospitality/travel personnel.

I guess CX, JL and others will be getting my business from now on ...

YOu didnt understand what they were saying because it was in Chinese. You ASSUME it was derogatory. An unfair assumption perhaps?

IF they spoke to you harshly in English then you have a better case.

FYI, many years ago I was at a CX counter in TPE trying to get on a flight to HK. I was describing how my agent promised me I had a confirmed seat when in fact it wasnt to the check in clerk , who was very understanding. I was in no way verbally assaulting the clerk , with whom we were both denegrating the travel agent. Later I overheard this guy said to his friend "hey thats the guy that was shouting at the check in clerk" > I felt like I should set him straight that I was not doing that and both of us were in fact saying how bad it was for a travel agent to tell me the seat was confirmed when that was not true, etc. He certainly misinterpreted the situation.

Perhaps you did too? YOu didnt understand what they were saying and only ASSUMED by their body language that they were mocking you?

I would hate to be ASSUMED guilty of anything, would you want to be?

YOu didnt understand what they were saying because it was in Chinese. You ASSUME it was derogatory. An unfair assumption perhaps?

IF they spoke to you harshly in English then you have a better case.

FYI, many years ago I was at a CX counter in TPE trying to get on a flight to HK. I was describing how my agent promised me I had a confirmed seat when in fact it wasnt to the check in clerk , who was very understanding. I was in no way verbally assaulting the clerk , with whom we were both denegrating the travel agent. Later I overheard this guy said to his friend "hey thats the guy that was shouting at the check in clerk" > I felt like I should set him straight that I was not doing that and both of us were in fact saying how bad it was for a travel agent to tell me the seat was confirmed when that was not true, etc. He certainly misinterpreted the situation.

Perhaps you did too? YOu didnt understand what they were saying and only ASSUMED by their body language that they were mocking you?

I would hate to be ASSUMED guilty of anything, would you want to be?

I would believe, if someone was making eye contact with me, while their voiced was raised and anger upon their face was not saying I love you. I believe the OP did in fact report such behavior.

TG

As a Native Taiwanese, I'm afraid that I have to agree with you:(. Taiwan is not a multi-cultural country. Lots of "Brown People" such as Filipinos, Vietnamese, and South Asian people work in Taiwan as a house maid/caretaker, and usually have really low income compare with Taiwan's standard. That's why some of the Taiwanese might feel superior to, and don't give the proper respect. Can't say it's racism because most of Taiwanese are not like that and those who feel superior don't really "hate"(not assaulting physically or verbally). Ignorant and stereotype is the major problem, and I believe that the same happens in other non-multi-cultural country, too. I feel deeply sorry for anyone that felt disrespected. Please allow time for our society to fully adapt and develop the multi-cultural concept.

Thank you for the explanation. But, knowing that there are multi-cultural issues, wouldn't EVA perform extra sensitivity training -- knowing the US citizens tend to be very sensitive to differing ethnic/racial treatment?

Maybe the OP just has to go with what he wants to do and avoid EVA in future. Sometimes things just dont go as planned and one is not completely happy with an airline.

If I am very unhappy with an airline, I just take another one. What does he want EVA to do? Award him a free first class ticket?

He didnt even understand what the agents were saying as he doesnt understand the language. Therefore it can be said he doesnt know exactly what was said.

Its possible they didnt have a good impression of him either. (which is not excusing them at all though). Obviously he felt he was not being treated in a nice way. And of course that shouldnt happen.

Just take another airline.

YOu are doing what you can. Send them a complaint letter and blast them online. Go on skytrax and write a comment as well.

IT would be better to take an airline in future where you dont feel you have a score to settle. You have one with EVA, so probably best to fly with someone else. Why add extra stress to an already stressful endeavor like travelling to a different country by air.

I used to fly CX a lot. I wasnt always happy and I would make my concerns known. But that was because I was a loyal CX flyer.

It would already be very unprofessional to speak Mandarin in front of a Caucasian looking passengers, let alone shouting with angry faces.

As of tommy525 post, this is getting ridiculous … if you read my original post, you will see that I did not request nor am I expecting any compensation as I can pay my own way.

Today, I received a letter at my house by US Post from EVA AIR dated October 5, 2009, stating the following:

Dear Mr. Kalboz,

Thank you for flying with EVA Air.

We truly regret the frustration you’ve encountered at Los Angeles International Airport on August 9, 2009. Please feel assured that comment in regard to the Los Angeles International ground handling agent’s service has been reported not only to the ground handling company’s attention but also to all concerned departments at EVA Air for their immediate attention and improvement to avoid same situation from reoccurring.

On behalf of our Airport office and EVA Air, we sincerely apologize for the inconvenience you experienced. We appreciate your understanding in this matter. We look forward to serving you again, so that we can rebuild your trust in us.

Sincerely,
Xxxxx Xxxx
Los Angeles Branch
TEL 310-xxx-xxxx

With the above said apology from EVA Air, I consider this matter resolved.

Thank you all for your support and comments and BTW, I received the most kind comments from Taiwanese FTers.