The website for using your miles works only about half the time today. It kicks you out without explanation with a message to call their reservations/customer service. No one answers the North American customer service line in LA, and the phone simply disconnects you after telling you they are busy saying "Sorry for any inconvenience, please call again." Around 100 calls later over the course of the day, still never got into any queue to actually talk to someone, but the message said they were closed at 6. Called Taipei, and after perhaps 20 calls got a rep who was utterly clueless and assured me that I was trying to book a flight too early ("we do not have availability until 350 days in advance".). This isn't true, as I've booked a flight with them for next April 1 already and had it ticketed just fine a couple days ago. I was looking for another flight on March 23, 2024--- the website takes me all the way to the point where you confirm all the details and ask them to ticket it --- then you get a "call customer service" screen, really quickly, much faster than any of the other screens load.

I explained this to the rep, who finally admitted he could book tickets on March 23, 24 and 25. [Sign of a poorly trained rep is making stuff up]. I explained that I could book the flight i wanted (which it said was available), on both the SQ and NZ websites (it's NZ metal), but I'd prefer to use the EVA miles I've got. SO the rep says there are no seats on that flight. (probably because I've tried to book it ten times in the last two hours, and who knows how quickly it releases somebody's in-process reservation).

I suggested that he refer me to a supervisor, or to technical support, in order to report that the website is malfunctioning. He said he couldn't do that and assured me that it was operating correctly. Again, I asked him why the website didn't just tell me it couldn't issue the ticket but instead asked me to call them to complete the transaction? I read him the message from my screen as I tried it again. First time, I was kicked out with the message on first requesting a Star Alliance routing. Second time, while he was on, it showed me both the NZ nonstop and SQ's 1-stop connection. I selected NZ and confirmed, got the screen showing both our mileage was sufficient, and proceeded to try to book. Same message, without enough time passing to actually get a response. He has no answer, so I decide to HUCA. Ask him again to report that BOTH the USA website isn't working properly, AND that the Los Angeles office we are supposed to call never answers the phone. He tells me he can't do this! Having wasted enough time with EVA today (hours), I leave.

Just now, half an hour later, I decided to try one more time. I get the message "Dear Member, you have reached the maximum search limit for today and will be inactivated for 24 hours. Please contact Infinity Lands Service Center if you still need to book flights." Sure I will -----NOT!

Great businesses just don't treat people like this.

I think these people are just not ready for prime time. I'll HUCA if their website isn't working in the next couple days, but looks like I book what I want elsewhere and just burn the EVA miles on other airlines as available over the next three years, as I've lost all desire to travel on them (or accumulate any more miles). Starlux may be more viable than I thought, as their competition EVA is likely inept in other areas beyond IT and customer service...