A year ago I'd have sworn by EVA air.
Tickets were reasonably priced, customer service solid, and the flights were (and still are) always on time. They were also fairly lenient on the measly 20kg baggage allowance (customers flying EVA from the US get 25KG).
Thai airways gives you 30kg!
Sadly though, in recent times, Eva has fallen from grace.
On my most recent trip home I didn't mind paying that bit extra to fly with my usual carrier, largely because I'd clocked up plenty of air miles and was looking forward to eventually splashing them on Business class or a free ticket.
But the nightmare began when I tried to change my flight day (from BKK) due to an emergency.
I gave more than a week's notice but was still told it would cost me 2,000 Baht (would have been £75 or more in the UK depending on the class of ticket).
Okay, rules are rules. No worries.
So I asked if I could use my air miles to offset the cost of changing flights. All I got was, “Sorry sir, it's company policy”.
So I paid.
On the return flight I requested an upgrade using my air miles – because the day before I'd had minor surgery and needed more reclining space for comfort. I should mention that I also tried to change this flight date a week earlier because I suddenly found out I needed the operation. That was denied.
On this occasion I was told I'd need a doctor's letter and have to swallow a £100- 200 fee too.
Sod it, I thought, I'll have to use the air miles and pay for the upgrade.
However, I was told that my ticket was the wrong class to upgrade with air miles and that I should have read the terms and conditions.
“So what can I use the air miles for”, I asked. “If you buy a more expensive ticket, you can use the air miles, sir.”
“What, more expensive than the near on £80o I've paid already, which FYI is more expensive than Thai airways and pretty much every other operator”?
No answer.
Worse still, when I got on the flight there were plenty of seats. More fool them, I thought, they should have just let me spend my miles.
But then it all made sense. A fair portion of my miles were about to expire. So it would be me who lost out, again!
Needless to say I was not happy.
Don't get me wrong, I understand a policy is a policy, and in a way I guess I was asking a favour both times. But what gets to me is that there seems to be no value in being a loyal customer with Eva. They can see how much I fly with them, yet at no time during any of the conversations did anyone go the extra mile to help me.
And it didn't stop there either.
I was 2kg over with my luggage and the lady at check-in would not budge. I whipped out my frequent flyer card, and protested that the flight was not full, and mentioned that the allowance was in fact stingy compared with other airlines.
Nope. Pay or lose the weight.
I am a fool really because I committed the cardinal consumer sin of showing loyalty in return for an incentive.
I never received that incentive. The miles expired.
Unless EVA contact me with a very good reason to return, I shan't be flying with them again. This saddens me in a way because I have enjoyed my flights over the years, but for all those flights they blocked me from using my miles when I needed them most.
The good thing about this experience is that my eyes have been opened to new possibilities of getting a better service elsewhere at a lower cost.
For example, I saw the following flights on Skyscanner:
- Thai Airways are doing direct flight promotions from as little at £600.
- Etihad do a 1-stop over (15hr flight) for £554 with more leg room in economy than Eva's premium class.
- Austrian Airlines do a one stop flight that lands for an hour in Vienna, with a gourmet meal for under £700.
- I saw a KLM flight for a mere £490!
- British Airways fly return to BKK for £700
Even though this review is largely about my negative experience, EVA is a good airline with whom I had 4.5 great years.
However, my advice is not to be swayed into loyalty by air miles, at least not without finding out exactly how they can be used and when. Even then, policies can change.
David Mann says
I had a very similar experience with EVA. I recently needed to return to the UK due to a job offer date being brought forward. I’m a Gold Card member with EVA and fly 3 or 4 times a year to and from the UK to Thailand. I thought that I would need to pay about 2,000 Baht to change the date (which I didn’t mind). However, when I called EVA they said it would be 11,500 Baht (about £260) for a date change one way!! I asked if the flight was full and was told no, there were plenty of seats. However the seats assigned with my ticket class were all taken. I therefore need to pay £260 which was the difference between the class of ticket available and the class I booked. This wasn’t an upgrade of any kind. It was the same cabin class just a different date. £260 one way! The whole ticket in Elite class had only cost my £750 return and they wanted nearly 35% of the entire ticket price just to change the date of travel on a flight that wasn’t even full. Despite flying so frequently I see little point in their loyalty programme. I’m a Gold card member but don’t seem to be able to use the miles anymore to reduce the ticket price and it now seems that I will be downgraded to Silver class in March 2018 even though I have used them constantly for around 6 years flying 3 or 4 times a year. A total joke how airlines (and EVA are not alone) over complicate seat prices with multiple classes and multiple prices for the same exact seat. They get away with murder and EVA are playing the game very well. Time for a change of loyalty me thinks, but who to? Only Thai, EVA and BA fly direct from LHR. BA? Tough said! Thai are getting better but still have too many old aircraft. So its either EVA or a stop over with Emirates or Etihad.
Aug 31, 2017 at 7:12 pm
TheThailandLife says
That mirrors part of my story quite closely. They are very clever at avoiding ever having to give you your miles, at least for anything useful. I flew Thai Airways last time and was very impressed. I had switched to BA but I found the Thai Airways price irresistible on the last trip. I’d read bad things but the plane was newer than the BA plane, which seemed so dated compared with TA. There was more legroom and the in-flight entertainment system was far more modern. I even used the WIFI!
Aug 31, 2017 at 9:40 pm
James says
Whine, whine, whine… 🙂
Traveling as much as we do (we being you and me) we should ALL know 1) That it’s a game and 2) how the game is played. But, to review: We – the hardy traveler – are the ball, our empty wallets, the goal. How badly we get kicked is up to us as is how many points ($, £, €, ฿, or whatever) we lose by.
I fly out of Seattle in the US, admittedly a much less cosmopolitan and heavily traveled place than LHR so I have fewer options than you might. From SEA to BKK it is – at best – about 19 hours of travel. At worst it can be nearly two days. There are no non-stop flights to BKK and just a few one-stop. In the past I have flown on Delta and United with unsatisfactory results. They (as operators) have completely given up the BKK run from Seattle and codeshare with Korean, Asiana, JAL, and ANA. For me EVA is the 1) only 1-stop option that flies their own planes, the ticket costs less than a new submarine, and who will get me in to BKK in less than 20 hours.
I typically fly EVA Elite for about the same price (or less) than Economy on most other airlines. (As I write, EVA Elite is quoted at US$1,260 and 19hrs 20 mins, 1 stop. American Airlines Economy is US$1510 and 27+hrs, 2 stops.) EVA has never treated me badly although you do have to figure out when to buy your tickets (as others have noted prices are all over the place and the rules are burned into the system so you will pay to make later changes). They also trickle out the choice seats so once you have your tickets you have to keep watching to see if you can get a better place to sit.
Now I was lucky enough to fly Singapore a few years ago and admittedly that was a much finer experience than EVA. I’ve also heard good things about Emirates. But either of those add at least 1 stop and at least 5 hours to the trip. None of which is really an improvement in the overall travel experience.
So, I’m sticking with EVA until something better comes along.
Aug 31, 2017 at 11:00 pm
TheThailandLife says
Ha! 🙂 I admit, you got it much worse.
I wrote this a long time ago when I was pissed about not being valued as a loyal customer. I did enjoy my flights with them though and I have nothing bad to say about the onboard service. I just felt that they gave me the runaround over the air miles and seeing David’s comment confirms that the loyalty scheme is a bit scammy.
Thinking back, I did even try to fly with them again a couple of years ago, but they were charging almost double for my daughter (1 at the time) compared with BA and Thai. I just checked prices again and it seems they don’t like young children on board as it still works out far more expensive.
Sep 01, 2017 at 3:20 am
Eva sucks says
EVA’s mileage program sucks, period.
Feb 27, 2017 at 1:59 pm
Martyn says
There are no direct flights from the UK. I travel via Abu Dhabi and get the chance to use the excellent guest lounge they have there.
Aug 31, 2012 at 1:33 pm
Steve says
Hi TTL,
I’ve used skyscanner as a price comparison in the past but found it doesn’t always bring up the cheapest flights. Another good one I sometimes use is momondo.com just to compare prices, but overall the majority of my bookings have been made through Netflights. More recently I’ve found booking direct with the airline has often been just as competitive for our specific flights.
As we live in the North East of England we are very limited as to who we can fly with and no direct flights for us. Our choice is down to Emirates via Dubai (A380 excellent) or KLM/China Airlines via Schipol (older 747 not so good). I actually much prefer the connecting flights as the Dubai option splits it in two and gives us a chance to stretch our legs and we only lose a couple of hours against a direct flight.
Steve
Aug 30, 2012 at 4:26 pm
Martyn says
I fly with Etihad and have been doing so for a number of years. Their air miles program is a good one and has no blackout period for booking free flights (you still pay UK air tax). My next trip to Thailand at Christmas was booked with air miles and it gives me one helluva saving. That will be my fourth freebie with Etihad and all have been over the Xmas period.
Etihad are an excellent flight company but they also charge a rebooking fee, but all-in-all I rate their service as first class albeit in an economy seat. On Christmas flights you also have a very good chance of a free upgrade (normally on one leg of the flight) because the business seats aren’t usually all sold and there’s a waiting list for the economy ones. They give the upgrades to their air miles members. Flight service is excellent and their guest lounges very good too.
Aug 28, 2012 at 10:00 pm
TheThailandLife says
Hi Martyn,
I have heard great things about Etihad from others, too. Do they not do a direct flight? I will be checking Skyskanner for their prices. Thanks!
Aug 29, 2012 at 5:37 pm