Hello,

I made a reservation with EVA air for January 2024 from BKK to SEA a couple of days ago at 7:50 AM. I cancelled and rebooked for different dates at 8:10AM (20 mins later). Got the cancellation email and everything.

Turns out, with EVA air you need to request a refund separately after cancelling the ticket. So I did that the next day around 11AM (after 24 hours had passed). EVA just processed the refund but charged me a $300 cancellation fee.

I feel like this is A) against the DoT 24h refund policy and against what EVA states themselves on their own website here:
https://www.evaair.com/en-us/website-disclaimer/customer-commitment/flights-to-and-from-the-united-states/

I cancelled within 24 hours. Just did not request the refund in 24 hours (because this is not usually a separate step).

I spoke to agents in Taiwan (the only place I could get through to) but there was still a bit of a language barrier and they didn't understand the 24 hour policy and kept pointing me to the fare rules.

What can I do here? I feel like I should get my $300 back. Should I complaining to the DoT? Is there an email address I can reach someone at EVA?