October 22, 2026 5:36 pm
Hi everyone! Looking for a quick sanity check/advice on a brutal disruption we just experienced at the EVA Air Toronto town office.
- The Disruption: Our EVA Business Class award tickets (YYZ–TPE–SIN) for Oct 24 were cancelled. We tried to call the hotline but got no response for 3 hours.
- EVA's Stance: We went to the Carlton St. office at 8:30 AM. The agents refused to rebook us onto any Star Alliance partner flights, claiming they cannot process rebooks on mileage award tickets to other airlines.
- The "Offers": They could only offer non-guaranteed waitlists (for economy) for Oct 23 or 25. The Oct 23 option required an uncompensated overnight transit in Taipei during the typhoon. They also flatly refused Toronto hotel/meal care, citing weather.
- Our Mitigation: To avoid being stranded indefinitely on a waitlist, we spent ~ $9,500 CAD total out of pocket to buy Singapore Airlines Premium Economy tickets home, which forced an unexpected overnight transit layout at Newark (EWR).
We know Section 18 of the Canadian APPR mandates a confirmed seat on any carrier within 48 hours for large airlines, regardless of whether it's a cash or miles ticket.
I wanted to get everyone's thoughts on:
1. What are our rights to reclaim the out of pocket flight expenses incurred in lieu of the situation above?we are speaking to our travel insurance but wanted to understand if we can make any claim against EVA.
2. Whether the manner in which EVA handled this claiming that our award ticket restricted their ability to rebook us onto another airline was appropriate.
Welcome anyone's take on this!