EVA Air, a Taiwanese airline, has a structured cancellation policy that varies by ticket type, fare rules, and booking conditions. Below is a concise overview based on the latest information from EVA Air’s official website and other reliable sources:
Within 24 Hours of Booking: For flights to/from the U.S., Canada, or other regions, you can cancel within 24 hours of booking without a cancellation fee and receive a full refund, provided the flight departs at least 7 days later (168 hours from booking). This applies to all fare types (refundable and non-refundable) booked directly through EVA Air’s website, app, reservation/ticketing offices, or phone (e.g., +1-877-240-6770). You must also submit a refund request within 24 hours of cancellation to avoid fees. Note: This policy may not apply to tickets booked within 7 days of departure or through third-party agents, where cancellation fees may apply even within 24 hours.
After 24 Hours:
- Refundable Tickets: Eligible for a full or partial refund, minus a cancellation fee. Fees vary by fare family, route, and timing, typically ranging from $50–$100 for domestic flights and $100–$300 for international flights (e.g., $200 for Economy, $250 for round-trip U.S. to Phnom Penh). The refund is calculated as the fare paid minus the applicable fare for any used segments, plus a refund surcharge.
- Non-Refundable Tickets: No cash refunds are provided, but unused government taxes, fees, or airport charges are fully refundable without penalty. Some fare families may offer travel credits for future use, minus cancellation fees.
- No-Show Fees: If you fail to cancel before departure, a no-show fee applies (varies by fare family, typically $100–$200 for EVA/UNI Air flights with ticket numbers starting with 695/525, excluding charters). This fee is deducted upon ticket reissue or refund.
Airline-Cancelled Flights or Significant Changes: If EVA Air cancels your flight, delays it by over 2 hours, or causes missed connections due to schedule changes, you’re entitled to:
- A full refund, including optional service fees (e.g., prepaid baggage), processed within 7 days for credit card payments or 20 days for cash/check.
- Rebooking on the next available EVA/UNI Air flight or an alternative carrier at no extra cost, maintaining the most significant sector on EVA/UNI Air for interline itineraries.
- Compensation under EU/UK Regulation 261/2004 for flights departing from EU/UK airports, if cancelled less than 14 days before departure, unless due to extraordinary circumstances (e.g., weather, strikes). Compensation ranges from €250–€600 based on flight distance, plus a refund if you decline rebooking. Claims can be filed via flight-delayed.com or EVA Air’s website.
- For U.S. flights, if denied boarding due to overbooking, you may receive compensation per U.S. DOT regulations, plus rebooking or a refund.
Special Circumstances:
- Medical Emergencies or Death: Refunds or fee waivers may be granted with valid documentation (e.g., medical or death certificate). Contact EVA Air’s customer service for review.
- Flight Irregularities: For delays over 5 hours, cancellations, or overbooking, you may opt for a refund. EVA Air provides meals, communication (e.g., three free calls/emails), and accommodation for overnight delays, per EU/UK or Canadian APPR regulations.
- Group or Award Tickets: Group fares and Infinity MileageLands award tickets are excluded from the 24-hour free cancellation policy. Award ticket cancellations incur a $50 reissue fee (waived for Diamond/Gold/Silver members), and mileage differences may apply.
How to Cancel:
- By Phone: Call EVA Air at +1-877-240-6770 (Taiwan, English option), or regional numbers. Provide your booking reference and ticket number (starting with 69524 for tickets, 69545 for ancillary services).
- At Airport: Visit an EVA Air ticket counter with booking details.
- Through a Travel Agent: Contact the agent directly for cancellations or refunds, as EVA Air’s online system may not process third-party bookings.
- Confirmation: You’ll receive a cancellation email. Ensure it’s received to confirm the process.
Refund Process:
- Refunds are processed to the original payment method within 7 days for credit cards (may take 1–2 billing cycles to appear) or 20 days for cash/check. For tickets originating in Mainland China, refunds are processed within 7 days.
- Unused taxes/fees are refundable, even for non-refundable tickets, without penalty.
- Submit refund requests via evaair.com’s “Refund Application/Enquiry” or contact the original issuing office. Provide required documentation (e.g., for medical claims).
- Note: Some passengers report issues with refund requests submitted after the 24-hour window, incurring fees (e.g., $300) due to EVA’s separate cancellation and refund steps. To avoid this, ensure both cancellation and refund requests are submitted within 24 hours.
Additional Notes:
- Fare Families: Different fare families (e.g., Discount, Standard, Flexible) have varying cancellation fees. Combining fare families in one itinerary applies the highest fee to the entire booking. Check fare rules at booking for specifics.
- Keep Your Fare Option: This service, available for bookings 7+ days before departure, is non-refundable. If EVA Air cancels the flight, contact customer service for a refund.
- No-Show Risks: Failing to cancel before departure may result in ticket forfeiture and additional fees, invalidating the entire itinerary.
- Passenger Rights: For EU/UK departures, EU/UK 261 regulations provide compensation and care (meals, accommodation) for disruptions within EVA Air’s control. For Canadian flights, APPR may apply. U.S. flights follow DOT rules for overbooking or cancellations.
