Evaair
Evaair
Feb 14, 2006, 10:03 pm
#4
Join Date: Apr 2003
Location: Taipei, Taiwan
Programs: AC/BR/CX
Posts: 117
EVA AIR e-mail address
EVA Airways customer service e-mail address can be found at http://www.evaair.com/html/b2c/engli...uns/Taiwan.htm and the address is [email protected] . 
Feb 15, 2006, 11:43 am
#6
Original Poster
Join Date: Jul 2004
Location: JFK/EWR
Programs: SQ GOLD, KE million miler,Eva Gold,ROP
Posts: 72
Originally Posted by TaiwanAir
EVA Airways customer service e-mail address can be found at http://www.evaair.com/html/b2c/engli...uns/Taiwan.htm and the address is [email protected] .
Feb 15, 2006, 6:44 pm
#7
Join Date: Feb 2005
Location: Hsinchu (Taiwan), Saigon, London
Programs: EVA (diamond), A3, BMI, VN
Posts: 2,960
I would be interested to find out if anyone gets anything useful out of EVA air customer services. Especially if they are not Taiwanese....
Don't get me wrong... by-and-large things often just work. I often fill in and return those comment cards.
BUT, I have never managed to get anything out of customer services (by phone, mail-back comment form, complaint at an office). There is a real language/culture block. (And I've lived/worked in Taiwan so I'm not totally naive.) In Taipei, even trying to make a seat reservation throught their call centre can be a struggle if you don't speak English:
PAX: Here is my PNR..... I would just like to make a seat reservation.
REP: You want to change your flight?
PAX: No, make a seat reservation.
REP: Its OK we reconfirm for you already
PAX: No I want to choose a particular seat
REP: pls wait
REP2: Can I help you?
PAX: I would like to choose a seat?
REP2: Which day do you want to travel?
PAX: No I have the flight already.
etc etc
No joking... one time it took me more than 30mins just to choose my seat! Now I get a Chinese speaker to do the talking for me...
Last experience was a chronic availability problem on Elite. Nobody could do anything - in Taipei or London office. Filled in the comment card complete with PNR info, the flights I was looking for, and my gold card number and sent it to Taoyuan giving a tame Chinese speaker as a contact to make it easier for them. My friend got a call - but the EVA rep simply said "if I had any problems booking a flight, I could call one of their offices for help or phone them."
The staff that front up their offices seem mostly well-intentioned and pleasant but the function of the staff seems to be to protect their branch manager from "trouble" and their branch manager's job is to feedback good news to HQ about the success of their Hello Kitty promotion.
Don't get me wrong... by-and-large things often just work. I often fill in and return those comment cards.
BUT, I have never managed to get anything out of customer services (by phone, mail-back comment form, complaint at an office). There is a real language/culture block. (And I've lived/worked in Taiwan so I'm not totally naive.) In Taipei, even trying to make a seat reservation throught their call centre can be a struggle if you don't speak English:
PAX: Here is my PNR..... I would just like to make a seat reservation.
REP: You want to change your flight?
PAX: No, make a seat reservation.
REP: Its OK we reconfirm for you already
PAX: No I want to choose a particular seat
REP: pls wait
REP2: Can I help you?
PAX: I would like to choose a seat?
REP2: Which day do you want to travel?
PAX: No I have the flight already.
etc etc
No joking... one time it took me more than 30mins just to choose my seat! Now I get a Chinese speaker to do the talking for me...
Last experience was a chronic availability problem on Elite. Nobody could do anything - in Taipei or London office. Filled in the comment card complete with PNR info, the flights I was looking for, and my gold card number and sent it to Taoyuan giving a tame Chinese speaker as a contact to make it easier for them. My friend got a call - but the EVA rep simply said "if I had any problems booking a flight, I could call one of their offices for help or phone them."
The staff that front up their offices seem mostly well-intentioned and pleasant but the function of the staff seems to be to protect their branch manager from "trouble" and their branch manager's job is to feedback good news to HQ about the success of their Hello Kitty promotion.
Feb 15, 2006, 7:39 pm
#9
Join Date: Mar 2004
Location: Seattle, WA
Programs: AA EXP 1MM, UA Silver, HH Gold, IHG Platinum, Marriott Titanium
Posts: 794
I haven't had any problems with EVA Air reservations in English or Mandarin.
I guess representatives vary.
Also, I have always had my complaints promptly replied either with a written letter or a phone call. It's usually just the form letter telling me they'll forward my complaint to the responsible departments, etc.
I guess representatives vary.
Also, I have always had my complaints promptly replied either with a written letter or a phone call. It's usually just the form letter telling me they'll forward my complaint to the responsible departments, etc.
Feb 21, 2016, 10:38 am
#13
Join Date: Dec 2014
Posts: 297
I emailed EVA and they routed the email to Toronto office and the guy replied saying that it's usually one cake per person unless there is left over. But they weren't clear on why there were so many left in the kitchen yet I wasn't allowed a 2nd...lol. It was just an useless reply...
Feb 22, 2016, 10:35 am
#14
Join Date: Oct 2010
Posts: 71
For what it's worth, my personal experience:
I've had consistently good results calling in, always in English, always helpful and not much of a language issue. I have called into several different offices.
The one time that I logged a complaint via email I received a sort of stock or standard reply. In fact, exactly the same type of reply that I would have received from my domestic carrier.
I've had consistently good results calling in, always in English, always helpful and not much of a language issue. I have called into several different offices.
The one time that I logged a complaint via email I received a sort of stock or standard reply. In fact, exactly the same type of reply that I would have received from my domestic carrier.
Feb 22, 2016, 9:32 pm
#15
Join Date: Sep 2013
Location: IAH
Programs: Marriott Plat, Hyatt Globalist, DL Plat, UA Silver
Posts: 4,043
EVA responded to my complaint I ranted on Flyertalk an few months ago. However it was as generic as an copy pasted email we always see.
EVA took exactly 4 weeks to "follow up" and blamed the delay on an internal investigation. Not sure if any action was taken against the FA as they said it's undisclosed.
IMO even if you do nothing at least address to the customer that they have taken internal action by doing "XXXXX" to make sure "XXXXX" will never happen again. Idc if an good will gesture was attached but sending the same email to every customer is pretty obvious the way they wrote it.
EVA took exactly 4 weeks to "follow up" and blamed the delay on an internal investigation. Not sure if any action was taken against the FA as they said it's undisclosed.
IMO even if you do nothing at least address to the customer that they have taken internal action by doing "XXXXX" to make sure "XXXXX" will never happen again. Idc if an good will gesture was attached but sending the same email to every customer is pretty obvious the way they wrote it.