EVA e-Library
EVA Air took the lead among national carriers and launched the EVA e-Library electronic magazine service in 2022. A huge advantage of this service is its timeliness, with over 500 newspapers and magazines, covering a wide range of topics such as finance, arts, culture, travel, and current affairs – and available in more than 31 languages. In 2024, we plan to expand our e-Library to include children’s illustrations, short stories, and other readings to meet passenger’s voracious desire to read. In addition to keeping up with the trend toward digitization, this service also helps reduce fuel consumption and paper waste. This service is one more example of our commitment to digital and mobile services, providing services that are diverse, sustainable, and more convenient.
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: EVA Air has established customer service robots and live chat services. 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: In 2023, EVA Air started introducing our cloud-based customer service system at destinations worldwide, including the option of a virtual queuing service to avoid long waits. This provides travelers with higher-quality, more diverse telephone customer service.
- New and Optimized Online Ticketing Service: The calendar for departure date selection displays our real-time lowest available fares, to lessen time spent in price comparisons and increase conversion rates. In addition, we continue to introduce popular forms of electronic payment, making payment more convenient for travelers. We launched a travel insurance add-on service for Thailand in May 2023, following the Hong Kong and Singapore markets. In March 2023, we launched the upgrade bidding service on our website, allowing travelers to bid for cabin upgrades at more favorable prices. This allows them to enjoy more space, greater meal choices, and more generous baggage allowances.
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) in March 2021. 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.
Locations of Cold chain Service
Cargo E-Commerce
Everything is becoming more global and more mobile. In response to this, EVA Air has launched a dedicated e-commerce website for cargo; and our Cargo App enables customers 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 by freight forwarding agents globally, in order to move toward a paperless, convenient operating environment, and help in energy conservation and carbon reduction.
Multimodal Transportation: Air & Ground Shipping Services
Currently, EVA Air owns 8 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 512,783 tons in 2023, 7% increase compared to the Covid-19 pandemic 2019. Amongst that, truck cargo weight reached 42,093 tons, the proportion is 8.2%.
