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 ten 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 to the 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 2025, our Net Promoter Score (NPS) for passenger services was 72.82, surpassing the benchmark of 69.50, 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: Reservation Services, Sales And Marketing Services, Warehouse Services, E-Commerce Services, Cargo Services, And After-Sales Services.

	2022	2023	2024	2025
Actual Value	4.36	4.36	4.37	4.40
Target Value	4.42	4.45	4.46	4.52

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 2025, the target rate of on-time performance was 95% and the rate of departure on-time performance for all routes was 97.1%. The rate of arrival on-time performance for short-haul routes was 98.5% and the long-haul was 97.5%, thus achieving our 2025 targets. Global airline operations continue to be affected by a combination of external factors, including extreme weather events, geopolitical tensions, unpredictable geophysical events such as volcanic ash, and ongoing airport airside and terminal construction projects that impact ground operations efficiency. Despite these challenges, EVA Air remains committed to maintaining operational excellence and has set a network-wide 15-minute on-time performance target of 95.5% for 2026.

To safeguard passenger rights and provide a safe, accessible, and healthy travel experience, EVA Air continuously enhances its passenger products and services. For passengers with disabilities and other vulnerable groups, the Company has established a comprehensive accessibility service framework to ensure equitable and safe access to services throughout the travel journey, from ticket purchase and check-in to boarding and post-flight support. Measures include accessible website and mobile app design compliant with WCAG 2.0 AA standards, online special assistance request services, and AI-powered and text-based customer support. At airports, EVA Air provides dedicated assistance counters and priority boarding arrangements, while airport lounges and aircraft cabins are equipped with accessible facilities and assistive devices. Safety information is also available in accessible formats, including Braille and subtitles. These measures are embedded in standard operating procedures and employee training programs, and their effectiveness is continuously monitored and enhanced through customer satisfaction and complaint management indicators. Through these efforts, EVA Air promotes diversity, equity, and inclusion while ensuring all passengers enjoy equitable, respectful, and accessible air travel services.

In addition, all passenger products and services, marketing communications, promotional activities, sponsorships, product information, and labeling provided by EVA Air comply with applicable laws, regulations, and relevant voluntary standards. During the reporting year, the Company did not incur any significant fines for non-compliance. Regulatory requirements are clearly specified in procurement notices for onboard service items, and suppliers are required to provide relevant testing and certification documents during the evaluation process. For example, food containers and packaging must comply with the Food Utensils, Containers and Packaging Sanitation Standards issued by Taiwan’s Ministry of Health and Welfare. EVA Air does not sell prohibited or controversial products onboard. Furthermore, all ticket sales practices are conducted in accordance with applicable regulations and approved by the Civil Aviation Administration (CAA) of the Ministry of Transportation and Communications.
EVA Air regards cabin cleanliness as an integral part of service quality. Aircraft cabins are thoroughly cleaned before departure, while cabin crew regularly inspect and maintain cabin cleanliness throughout the flight to ensure a clean and comfortable travel experience. Ground personnel and supervisory units also conduct periodic inspections to continuously enhance cleaning standards. EVA Air has consistently ranked among the top performers in SKYTRAX’s World's Cleanest Aircraft Cabins awards and was ranked No. 1 worldwide in 2025, demonstrating international recognition of its cabin cleanliness excellence.