Eva Air

[rocketmanbkk]

I have today received a full letter of apology from EVA Air regarding the issue I had with them.

Their customer service department in London is exceptional in dealing with people (maybe not the Air Canada at LHR) but I can say that they are still my 1st choice to fly LHR - BKK.

My offer from them was a total surprise in what I was told over the phone.

They have offered a full refund with no fee or conditions,

a flight for £206 ( I am not sure how they arrive at that figure but it doesn't matter to me)

Lounges in LHR & BKK

A free upgrade

Fast Track in LHR

Totally flabbergasted but so pleased with the service.

Thank you EVA Air.

[sangfroid]

An excellent result.

Having been the owner of a customer intensive business dealing with the public for over 40 years, I can tell you that all businesses occasionally make mistakes and unintentional stuff ups.

The difference between a good business and a poorly managed one is the way in which the customer complaint is handled. Some businesses will ignore the complainant and will inevitably lose that customer and many others because of word of mouth. A well managed business will turn the complaint into an opportunity to enhance their reputation, as EVA Air have done in this case. Many senior managers, directors etc forget to their peril, that the customer is the most important person in their business.

[alyx]

Maybe you are a lucky one

I had, in 2001 though (leaving before the 9/11, coming back some days after) the exact opposite result when they insisted on boarding me in Bangkok although the flight had been delayed for more than two hours .

I had stressed the fact that I'd rather spend the night at home than in a Hong-Kong's lounge.

I was supposed to collect a car (on a Sunday morning) but it would have been easy for me, at that time, to call the dealer to set a new appointment, but was told that I would not miss my connection to Paris

We landed ten minutes before the departure of the plane but it never waited for us. I was told the next plane would be in the morning

I made such a fuss (not a scandal just a fuss) that they put me on a plane to London with a connection to Paris. Some of the passengers took advantage of the offer and got on that plane with me

Once in London NOBODY was aware of the situation and NOBODY could care less: I know that Brits are nice people but the one at the airport are rude and are the worst ever I have had to deal with at an airport.

In London: surprise "Your luggage have not arrived, you'll have to wait for them in the afternoon "

I insist again, telling them that I have to reach Paris then Lille asap: Ok so take the plane to Paris leaving an hour later. I was also given a voucher fro the connection Paris-Lille which I did not have initially and it kind of compensated my frustration

Here we go to Paris with Air France

Once on the ground I contacted the Eva Air staff to complain about the whole thing and asked how I will get my stuff back: Oooops, we are awfully sorry. You have to take it with Air France as this is the last plane you took (International regulations)

I then went to their staff: I was not told that I was entitled to a minimum (toothbrush, etc), I was just asked to give a contact number

I then asked where to take the connection to Lille: Ooops There is no such a thing as Air France flying to Lille. I showed the voucher: sorry, it must be a voucher for the TGV

Go to the TGV station: Oooops it is just a piece of paper with unknown signature and no value whatsoever

I retrieved my luggage several weeks later after but I had bought everything again

I wrote to the Eva Air offices in Bangkok and never got any answers from them

So please when you tell me they are the best , I simply doubt it

As for the coming comment that I misbehaved or may have been over the top when requesting my seat, trust me I was firm but never showed any anger nor been impolite. I simply asked for what was promised to me

One thing though: on the way back I checked in more than 40 kg in excess as I had explained to the person in charge that I had just got my lost luggage

So Eva Air thanks, but no thanks

Ah yes: I almost forgot to mention that I had also filed a written complaint before departing each station

[WaldoPepper]

Eva are not the airline they once were. On my return to BKK in March I was waiting at LHR in the departure lounge alongside a couple in premium economy. Wife was tannoyed to the check-in desk. When she returned she told her husband that she was being given the vegetarian meal that was being offered in economy. She said OK and was then asked to sign a form saying that she agreed to this ... No explanation, or offer of compensation. Reading between the cost-saving lines: she was the only vegetarian in premium on that flight and Eva couldn't be bothered with giving her a premium vegetarian meal even tho' she'd paid for it.

I also had issues with Eva connected with finding that my 'confirmed' seat on LHR-BKK turned out to be waitlisted when my ticket arrived. Of course agent said this was Eva's fault and Eva said the reverse. When I queried all this at their office in BKK, they were completely unconcerned and told me to take the matter up with their office in Ldn.

[tw25rw]

I doubt there's an airline anywhere that doesn't have these type of complaints. Even Singapore airlines.

My experience of EVA was that they were fine. I also found BA fine (apart from cramped seats in economy) and they get tons of bad publicity.

[Ricardo]

Possibly the flight for GBP 206 was actually a free-flight, charging only for the various direct-cost taxes/airport-charges etcetera ?

[needforspeed]

egg12345,

Can i ask you what the issue / problem was with Eva air.

[rocketmanbkk]

You can,

Very briefly, as there is already a post on here, I booked a flight I couldn't make. The fare rules that I received in my confirmatuion email stated I could make a date change but EVA said it was incorrect and I couldn't. They confirmed I was given the incorrect rules. They saw the error of their ways in the end after I gave them a deadline of Friday 11/11 1300hrs before I submitted court forms.

They didi try other offers which were unnacpetable to me as they had conditions attached.

[alyx]

You can,

Very briefly, as there is already a post on here, I booked a flight I couldn't make. The fare rules that I received in my confirmatuion email stated I could make a date change but EVA said it was incorrect and I couldn't. They confirmed I was given the incorrect rules. They saw the error of their ways in the end after I gave them a deadline of Friday 11/11 1300hrs before I submitted court forms.

They did try other offers which were unnaceptable to me as they had conditions attached.

Ooops This puts things in perspective, doesn't it?

And you are praising an airline for a decision taken under pressure (after you have threatened to take the matter further up) for a mistake they did Sorry but it does seem kind of weird to me (no offence meant)

I do concede that the free flight on the top is good news to you (an exceptional decison, certainly, if not a mistake by a new staff) and obviously after you have put on a fight with them

And thanks to you: I am reaching my 500th post

[moe666]

I cannot knock EVA, changed flights 3 times in one day and the last change was in the boarding area at Don Meaung. A staff member took me back thru customs, retreived my 500baht, and luggage waiting for me in baggage claim area. All of this and no charge.