EVA Air launches 24/7 customer service line

Taiwanese independent airline EVA Air officially launched its 24/7 customer service, offering around-the-clock support exclusively in English and Chinese. 

This makes EVA Air the first airline in Taiwan to provide this innovative service. 

Passengers can call their local EVA Air customer service line anytime for assistance in English or Chinese while existing support in local languages will continue to be available during regular service hours. 

This new 24/7 bilingual service marks a major step forward in EVA Air’s efforts to provide timely and professional assistance to passengers around-the-clock, ensuring a smoother and more secure travel experience.

Boosting passenger experience

As part of EVA Air’s ongoing commitment to enhancing passenger experience, the airline introduced an AI chatbot in traditional Chinese in 2019. 

The chatbot is capable of answering over 500 frequently asked questions, from bookings and flight schedules to baggage allowances and airport information. 

The airline plans to expand its live chat service in additional languages to offer even more support options for passengers. 

To further improve customer experience when calling the EVA Air customer support line, the airline implemented the GENESYS system in 2022, adding a “virtual queue” feature. 

Passengers can now opt for a callback, allowing the system to hold their place in line so that a representative can return their call in the original queue order, significantly reducing hold times.

That said, EVA Air remains dedicated to service innovation and delivering an exceptional travel experience to passengers worldwide.