Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dog was transported by Aloha Air Cargo yesterday and despite me being at the location to receive my pet, they told me I had to wait until they unloaded and reloaded the plane to make sure it was on time. My pet, along with others, sat there on the tarmac and no one would bring them out until the cycle was done, even though several people were just hanging out waiting for something to do. The images attached show people leaning and sitting while my dog sat on the tarmac and was treated worse than an Amazon package.I have video evidence as well. Inhumane treatment of animals and zero consideration for their well being given all the issues the industry has had in the past.

  Business Response

  Date: 08/07/2023

  We have completed the investigation.  Pets were offloaded from the aircraft upon arrival and kept at the holding area until the whole aircraft is offloaded and reloaded for departure.  When initial booking is made, our customer service team does advise customers that pets will be available approximately ***** minutes after flight arrival and that is due to the offload and load for that incoming/outgoing flight.  Screen shot provided by customer is where the pets is the holding area on the ramp until flight is complete.  IMG_8377.jpg is not an Aloha Air Cargo worker.  That is the company that subleases from our warehouse's employee.  That person's sole responsibility is to ensure no unauthorized entry into the warehouse.  IMG_8376.jpg are the drivers and workers of the same company I mentioned above that subleases our warehouse.  Those are not Aloha Air Cargo employees.  

  All Aloha Air Cargo employees were working the flight.  

  Please note in regards to the reimbursement, the billing party - ***************************** shipper Starwood Pet Travel was the paying party and has been reimbursed on 7/7/23.  ****** will need to go directly to Starwood Pet Travel to be reimbursed.

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in September 2022 I was relocating from the big island to Oahu and I had shipped four boxes when I was to pick up my boxes they couldnt find it. It took a couple days they found two boxes. This is now March ,7 months later and they still havent located my remaining two boxes with valuable items inside I have gone back-and-forth with the company and their representative by the name of ******, and at one point he asked me to itemize the items which I submitted I gave him a list of what was in the boxes and the itemized cost and again he said hang on Ill get back to me months went by I text for a follow up he called and said too bad so sad we cant do anything . I am not sure how much effort was made to locate the remaining two boxes, my question is with all the technology and things have to be released and delivered and marked and how do they not know where these boxes are is it just pure incompetence on the employees or is the company flawed, how can you lose boxes two of them and their response was unjustifiable you cannot lose peoples property and just say too bad.

  Business Response

  Date: 04/12/2023

  Customer used Employee shipment benefit of her ex-husband who is an employee. The date of shipment was September 15, 2022, and was four boxes.  

  
  Its common practice to use another air carriers Container (***) on our flights and load it with freight.  In this case a ***** *** was used for this shipment. Upon arrival in ********, the freight should have been taken out before being picked by the ***** agents. Unfortunately, it was not, and the pieces were transported to *****.

  
  When doing our investigation, it was found that the *** used in transporting the cargo was sent to *****. We worked with ***** in ***** where two of four pieces were found. Further, an all-points bulletin for these missing pieces was put into effect at *****. Unfortunately, we were not able find them.

  
  I was in touch with the shipper, ************** and, in short, we employed the Employee Discounted Shipping Policy, Section 3, **************** discounted shipments will have NO declared value and shipped at shippersrisk at no liability to ACC. Claims for loss or damage during shipping will not be reimbursed.

  
  We deeply apologize for the loss of the two cargo pieces, and inconvenience caused to **************.

  
  

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19866651
  
  I am rejecting this response because: Regardless of rather it was an employee discount , money was paid  and to assume they are not responsible or liable is absurd . Therefore I will file theft charges against aac , the attitude of someones property to just be over looked as we lost it ,?too bad is unjustifiable . The items were very personal and irreplaceable . AAC has to do better. 
  
  Sincerely,
  
  *********************

   

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for my dog to be transported via plane from ******** to *******. I was told that the dog would arrive in time for pickup at 12:15am. It is now 3am and I have not received any notice from the business about the delay. There is no one from the company on site to speak with, no one from customer service is answering my calls, and theres no way to communicate with the company. I am concerned about the welfare of the dog- hes been sitting in a crate with no food, water, or bathroom break for over 4 hrs. The animal could die!

  Business Response

  Date: 11/21/2022

  It is true that the pet did not arrive as stated by customer, ******.  That was due to mechanical issues that we had with our aircraft. At this time of the night and date we had only one aircraft that was operating. The others had maintenance issues which caused major delays and lasted over a period of days. This caused back up of freight for a few days. Upon investigaton, our Crew chief on **** spoke to customer's party on three occassions. To include the customer could leave to go home and return later to pick  up the pet.

  There was an attempt to take the dog off the flight per the customer's  request, **** the flight was about to leave which we could not accomodate by then. During the delay our Supervisor in ******** was in communication with the Crew chief on **** and to ensure the pet's welfare. Here in *** they did provide some water to the pet.

  
  Pet tendered 26September 2022
  Booked flight was ****************** 2345.
  AWB *************
  

  If there is anything else you require please let me know.Thank you.

  ******************************

  Aloha Air cargo -Director cargo operations