Eva Airways

To Whom It May Concern,
On Sunday night my client (Band of Nothing LLC) were preparing to check in to (JFK/NRT EVA Air 1:25 AM - 12:25 PM +1d 19h20 (2h45 layover Taipei)) and were treated with the utmost disrespect I have ever heard of from an airline representative. The representative was extremely rude in front of everyone else in line awaiting to check in and showed absolutely no compassion or respect for our travel group and those aside witnessing.

Upon arrival to the check in counter the representative was clearly intending to give off an attitude, asking questions and speaking in a very aggressive manner; but things escalated when my group began the baggage claim process. One baggage claim item that sparked the representative was our oversized guitar "Coffin" case, which we purchased because it met every dimensional requirement regular over size $100 (Linear at 80"). We were charged $300 because the representative measured it linear at "81.5" which is not the correct measurement, thus creating a dispute between my group and the representative.

After unpacking everything from the guitar coffin and packing it back up, the representative noticeably accumulated more attitude and continued to pressure and embarrass my group in front of everyone with EACH AND EVERY BAGGAGE CLAIM ITEM WE WERE TOLD TO OPEN. They provided no reasonable customer service or considerable advice on consolidating “over weight” on several bags when in the end we were barely over, maybe 1 kg. I stressed my group to meet the baggage claim requirements in weight and size in order to keep our tour within budget, making sure to do all the research possible to ensure we knew what we were going to have to pay for ahead of time, NOT $600 OVER BUDGET ON BAGGAGE CLAIM WITH HORRIBLE AND EMBARRASSING CUSTOMER SERVICE. My group had to board their flight worried about the care of their baggage claim items, embarrassed to fly with their fellow passengers in line behind them watching the whole thing, and frustrated to start a very important and hard working tour in another part of the world they haven't been to.