Management & Governance

Since the inaugural flight, EVA Air has been dedicated to its mission, embracing the "EVA Air Service Commitment” as our service policy and striving to provide passengers with diverse flight experience. With a focus on a genuine commitment to customer service, EVA Air has ascended to become one of the world's top-rated five-star airlines. Empathizing with passengers, we meticulously provide thoughtful services, attending to even the smallest details. Leveraging the advantages of the Star Alliance, we consistently enhance our products and services while implementing 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 online Traveling Experience Feedback, local call centers or mailing addresses, and local branch office service counters. Our customer service representatives treat customer comments with expertise and stringent attitude, and utilize systematic procedures to monitor, investigate, trace, and respond each feedback, in order to fix the problems immediately. 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. In addition, through conducting internal service quality audits, executing plans, examining the results of operations and taking preventive measures with relevant departments, we can effectively manage our service quality.
Moreover, we regularly convene the Service Quality Committee to ensure the continuous improvement of our service quality. The President acts as the Chairperson of the Committee, the Chief Executive Vice President as the Vice Chairperson, and the heads of service departments as the ex officio members. During the committee meetings, report on the planning of various service processes, review the achievement of the Net Promoter Score (NPS), gather feedback from passengers on various services, and utilize customer voices as references for service planning and adjustments. Continuously deploy proactive strategies to adapt to changes in the overall environment.

EVA Air sees passengers’ feedback as the key to improving service quality. As the global passenger market gradually recovers after the pandemic, EVA Air has increased flights on our routes, and the number of passengers is rebounding. Therefore, EVA Air resumed our Passenger Satisfaction Survey in 2023. We measured the Net Promoter Score (NPS), with NPS ≥ 68.00 set as the target value, and aimed to understand changes in post-pandemic passengers’ likelihood to recommend EVA Air. We conducted an NPS survey with passengers traveling with EVA Air between January 1 and December 31, 2023. Our NPS result was 70.12, greater than the target, and NPS≥ 69.00 set as the target value in 2024. EVA Air will continue to review our passengers’ feedback and expectations as we optimize our service quality.

 

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.

	2020	2021	2022	2023
Actual Value	4.36	4.38	4.42	4.45
Target Value	4.36	4.36	4.36	4.36

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 2023, the target rate of on-time performance was 87.0% and the rate of departure on-time performance for all routes was 94.9%. The rate of arrival on-time performance for short-haul routes was 97.0% and the long-haul was 96.0%, thus achieving our 2023 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 2024 on-time performance target of 15 minutes for all routes is set at 93.0%.

To protect passengers’ rights, interests, and health, EVA Air’s in-flight products, services, advertising, sales, and sponsorships 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 takeoff. 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 occasionally during the journey, to ensure a clean and comfortable experience for passengers. Our airport staff and supervisory management unit conduct inspections from time to time to ensure cabin cleanliness and quality for continual improvement. Since 2015, 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.