EVA e-Library
EVA Air launched the EVA e-Library electronic magazine service in 2022, providing over 500 newspapers and magazines in multiple languages. In 2024, we expanded our e-Library to include children’s illustrations and more Taiwanese publications to meet the diverse reading needs of passengers. The digitization of in-flight publications effectively reduces fuel consumption and paper waste. This way, we can provide passengers with diverse, sustainable, convenient options, while working with them to protect our planet.
Digital and Mobile Services
In order to provide the public with the most convenient, user-friendly, and fast digital and automated services, as well as to enhance customer satisfaction, EVA Air offers various services.
- AI-powered Chatbot and Live Chat Service: The AI-powered Chatbot EVA can answer nearly 500 questions including reservation and ticketing, membership, flight schedule, airport service and more. If EVA is unable to answer, log in as a member and passenger can choose to the live chat service which is provided during office hours. With these help, it will effectively improve the service efficiency and quality.
- Cloud-based Customer Service System: Following on from our adoption of a cloud-based customer service system and introduction of virtual queuing service at destinations worldwide, EVA Air officially launched a 24/7 bilingual global customer service in Chinese and English in November 2024. This provides travelers with higher-quality, more diverse telephone customer service, and makes us the first airline in Taiwan to provide such an innovative service.
- New and Optimized Online Ticketing Service: We began rolling out a new online ticketing system in July 2024. This displays accurate information for the selected fare in real time, including baggage allowance, ticket change fee, refund amount, and accumulated mileage. This further enhances the customer experience and boosts online sales revenue. We also introduced a hosted payment page (HPP) for online payments, which means EVA Air will not gain access to or store credit card information. This minimizes the risk of data breaches and enhances payment security for passengers.
- Automated Facilities at all Destinations Worldwide: In 2024, we began rolling out automated check-in services at major airports worldwide (including London, Paris, and Fukuoka). These services provide passengers with convenient options such as self check-in and self-service baggage drop. We will expand the service to more other airports in the future.
Cold Chain Service
Currently, there are 28 stations offering cold chain service around the world, and all related staffs must complete the training for the operation of temperature-control every year and obtain a certificate in order to provide complete and proper cold chain transport services. In addition, EVA Air and Evergreen Airline Services Corp. has separately received the CEIV Pharma certification issued by the International Air Transport Association (IATA) again in March 2024. This certification covers EVA Air’s ground service and air transportation business at Taoyuan International Airport. EVA Air is the only airline company in Taiwan and one of the few airline companies in the world that has received this certification for both air transport and ground services, making the Company to become one of the main leaders of one-stop service in the global pharmaceutical cold chain transportation business.
Customs AEO Certification
Co-ordinate with the policy of Customs Administration, Ministry of Finance, EVA Air obtained the certification of Customs AEO Certification on November 18th, 2011 to establish secure and convenient supply chain for trade. The certification is subject to self-inspection and approval by the customs every year, and on-site verification every three years depending on the situation. EVA Air completed the self-inspection in November 2024 and received the on-site approval from the customs, which indicates that EVA Air has gained the trust of the customs and is qualified for providing a safe air cargo supply chain environment.
Lithium Battery Shipments
EVA Air, together with Evergreen Airline Services and Evergreen Air Cargo Services, has received a Center of Excellence for Independent Validators (CEIV) Lithium Batteries certification from the International Air Transport Association (IATA). This recognition makes EVA Air the first airline in Taiwan to achieve dual certification for passenger and cargo operations. This certification covers all aspects of passenger, cargo, and ground handling operations. For passenger service, it includes stringent luggage checks, emergency response training for pilots and cabin crew, and strong fire suppression systems on aircraft. On the cargo side, this certification reinforces storage, handling, and transportation for lithium battery shipments. All operating processes adhere to the IATA’s highest safety standards to ensure the secure transport of cargo and luggage.
Cargo E-Commerce
With the gradual global shift to digital/mobile solutions, EVA Air has launched a dedicated e-commerce website for cargo; and our Cargo App enables customers to track the latest flight and cargo status, anywhere, anytime. We are also actively involved in the e-freight program initiated by the International Air Transport Association (IATA). We continue to promote e-AWB for global freight forwarding agents, while aligning with IATA’s new digital data exchange standards. The goal is to fully implement the new ONE Record technical standard by January 2026, as mandated by the IATA for all member airlines. Our ONE Record pilot run in December 2024 made EVA Air the first airline in Taiwan to conduct initial validation on messages in this latest freight standard. We will continue to expand on this advanced digital infrastructure and functionality. Embracing the spirit of corporate sustainability, we strive to move toward a convenient, paperless operating environment as a way to contribute to energy conservation and carbon reduction.
Multimodal Transportation
Currently, EVA Air owns 9 Boeing 777F freighter aircraft. We signed a contract with Boeing to purchase an additional 777F freighter, with delivery expected by March of 2024. In order to further enhance our cargo transport capacity and competitiveness in the cargo market, we have plans to convert 3 Boeing 777-300ER passenger aircraft into freighters starting from 2025. With these conversions, our freighter fleet will expand to a total of 12 aircraft.
EVA Air combines land and air transportation through cooperation with contracted truck companies to provide customers with sufficient air transportation space and efficient truck transfer services. For example, EVA can deliver the air cargo to all major destinations in the United States and Canada through EVA direct flight points (such as: Los Angeles, San Francisco, Seattle, Chicago, Atlanta, Dallas, Houston, New York, Vancouver and Toronto) combining with the dense network truck services. It is also convenient to transport the air cargo from USA and Canada inland cities to major destinations in Asia (such as Taipei, Shanghai, Tokyo, Singapore… etc.,) by land transportation connecting EVA direct flights.
The Company achieved a total air cargo weight of 572,387 tons in 2024. Amongst that, truck cargo weight reached 45,115 tons, the proportion is 7.9%.
