I am from the UK. I am living in Taiwan and studying Mandarin Chinese. On Thursday my mother was rushed to the ICU unit at the local office because she was suffering from internal stomach bleeding. As a result she had to receive emergency medical surgery yesterday at 12:20am Friday 14 June 2013 (UK time). The surgeon informed the family that because this is a very complex operation the survival rate would be 50%. As a result my sister in the UK had helped me book a flight to get back to see my mother in the event that she would pass away. Because this was an emergency my sister used her credit card. I then here in Taiwan called the office because of the policy where the credit card holder would need to show the card at the airport. This at the time was physically impossible as to get to London my sister would have to book a domestic flight and fly over an hour to get there. She was busy being beside my mothers bedside in case she passed away.
Eva Air did not allow me to board the flight due to this even though my sister offered to give a letter of confirmation with a copy of her passport and credit card (back and front copy). This again was refused by Eva Air. When I called the London office to plead with them that in this special case could they make an exception. This was not only denied, but this representative also blamed me for the problem and said I would have to have my sister travel all the way to London to provide proof of purchase. Therefore the flight was cancelled and now a refund is in place.
I feel very disappointed the way in which this matter has been handled by Eva Air. This is a situation that I could not have planned for or controlled. My mothers condition is very critical and still I am here in Taiwan hoping that she doesn't pass away while I am here. I do realize there is a policy in place to protect us against fraud but I also believe there is a fine line between policy and compassion. I would put it this way, if the shoe was on the other foot, wouldn’t you want the policy rules bent a little because of this?