Management & Governance

Since our inaugural flight, EVA Air has embraced the spirit of innovation, striving to provide passengers with rich and diverse flight experience. For nine years in a row, EVA Air has been honored as one of the world’s premier five-star airlines. Guided by the “EVA Air Service Commitment,” we meticulously plan every detail to create an exceptional air travel experience. To ensure outstanding services, EVA Air leverages the advantages of the Star Alliance and consistently enhances our products and services while integrating automated service processes. Our ultimate goal is to provide global travelers with an unparalleled airborne experience. EVA Air remains dedicated to our commitment to aviation safety, ensuring the highest standards of flight safety and tirelessly pursuing even greater safety records.

EVA Air values customer’s voice and offers feedback channels such as global customer service hotline, online Traveling Experience Feedback or mailing correspondence, and direct communication with service personnel at local branch office service counters. Our customer service teams treat customer comments with expertise and stringent attitude, and utilize systematic procedures to monitor, investigate, trace, and respond to each feedback, ensuring prompt resolution of service gaps. We regularly analyze customer feedback, review service performances and indicate root causes of each service failure case with concerned departments, and plan corresponding prevention actions for service enhancement. If there are service deficiencies, our related departments take immediate action to make improvements, thus ensuring that service quality continues to rise.

EVA Air regards passengers’ feedback as the key to enhancing service quality. We continuously invite infinity MileageLands members to participate in the customer satisfaction survey via email; and since 2024, we have included a link of customer satisfaction survey on the EVA Air website to encourage all passengers to share their flight experiences. This ensures that customer feedback is heard, and promotes ongoing innovation and optimization in service quality. In 2024, our net promoter score (NPS) for passenger services was 70.16, surpassing the benchmark of 69.00, reflecting strong passenger endorsement of EVA Air’s services.

 

EVA Air values customers using our cargo services and service quality. We constantly track the customer satisfaction, service requirements and other suggestions for improvements. Every year, we conduct a customer satisfaction survey on our main freight forwarders, which comprises 6 major categories.

	2021	2022	2023	2024
Actual Value	4.38	4.42	4.45	4.46
Target Value	4.36	4.36	4.36	4.37

To provide passengers with reliable service quality, EVA Air has set up the on-time performance target of 15 minutes in accordance with AAPA (Association of Asia Pacific Airlines) regulations. In 2024, the target rate of on-time performance was 93.0% and the rate of departure on-time performance for all routes was 96.6%. The rate of arrival on-time performance for short-haul routes was 98.1% and the long-haul was 97.1%, thus achieving our 2024 targets. Global air transport has been affected by airport workforce shortages, extreme weather, geopolitics, and unpredictable geophysical activity (such as volcanic ash). Additionally, ongoing construction projects for the expansion of the airport's airside and terminal have affected ground operations. These multiple external factors have collectively influenced the punctuality rate of flight operations. Therefore, the 2025 on-time performance target of 15 minutes for all routes is set at 95.0%.

To protect passengers’ rights, interests, and health, EVA Air’s in-flight products, services, advertising, sales, and sponsorships, and product labelling are all in compliance with the law. We had no incidents of major fines issued to the Company as a result of violations of laws or voluntary regulations. The laws and regulations to be complied with by in-flight products are clearly stated in tender notices; all suppliers must provide inspection documentation when they submit proposals, or they will not fulfill the selection criteria. For example, food containers comply with the Ministry of Health and Welfare’s Sanitation Standard for Food Utensils, Containers, and Packages, and no prohibited or controversial products are available for sale on board. In addition, seats are sold in accordance with the law, and our procedures are approved by the Civil Aviation Administration (CAA).

Furthermore, with cabin cleanliness recognized as a major service, EVA Air thoroughly cleans all cabin areas before departure. This includes seats, tray tables, TV screens, aisles, restrooms, and compartments above and in front of seats. Flight attendants also inspect and clean the cabin environment periodically during the journey, to ensure a clean and comfortable experience for passengers. Our airport staff and supervisory management teams conduct inspections from time to time to ensure cabin cleanliness and quality for continual improvement. For many years, EVA Air has continued to be awarded the World’s Cleanest Aircraft Cabins by SKYTRAX, a leading airline service survey organization. This indicates that EVA Air’s efforts in maintaining cabin cleanliness are receiving strong international recognition.