EVA Air has officially launched its 24/7 customer service, offering around-the-clock support exclusively in Chinese and English. This makes EVA Air the first airline in Taiwan to provide this innovative service. Passengers can call their local EVA Air customer service line anytime for assistance in Chinese or English while existing support in local languages will continue to be available during regular service hours.
Global customer service in Chinese and English
This new 24/7 bilingual service marks a major step forward in EVA Air’s efforts to provide timely and professional assistance to passengers around the clock, ensuring a smoother and more secure travel experience.
As part of EVA Air’s ongoing commitment to enhancing passenger experience, the airline introduced an AI chatbot in traditional Chinese in 2019. The chatbot can answer over 500 frequently asked questions, from bookings and flight schedules to baggage allowances and airport information. Meanwhile, EVA Air introduced its AI chatbot services with a live chat option in Traditional Chinese, providing more in-depth assistance. The airline plans to expand its live chat service in additional languages to offer even more support options for passengers.
To further improve customer experience when calling the EVA Air customer support line, the airline implemented the GENESYS system in 2022, adding a “virtual queue” feature. Passengers can now opt for a callback, allowing the system to hold their place in line so that a representative can return their call in the original queue order, significantly reducing hold times.
