Complaints

This profile includes complaints for Hawaiian Airlines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hawaiian Airlines, Inc.

  Honolulu, HI 96820

• 

  Hawaiian Airlines, Inc.

  3375 Koapaka St Ste G350 Honolulu, HI 96819-1804

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:07/08/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  We booked a Hawaiian Airlines flight on 4/30/24. We needed to cancel and did so on 8/2/24 via the *** call center. We were told at that time we will receive and can use our travel credit for one year and needed to book new flights by 8/31/25. We tried to use our credit of $1,335.20 on 7/4/25. ****ed the *** **** ******* spoke with Fiji office. **** *****, told us we could not as needed to book our new flight by 4/30/25 (one year from original booking date). I have tried to get a local *** to call and obtain some of our travel credits (if not all) but *** continues to get give only emails contact and phone number for NON-US call center. we need a resolution to our problem.

  Business Response

  Date: 07/09/2025

  Message From Consumer Affairs
  7/9/2025 - Case: CN-02141090
  ******* ******** - **************************************************
  Re: MINATOYA/******* *****
         MINATOYA/****** ****
  
  Aloha ******* ********,
  
  Mahalo for your patience as you were awaiting our response.   Our office acknowledges receipt of the complaint that you filed with the Better Business Bureau (BBB).
  
  I'm sorry to learn that you were unable to travel as scheduled.   For guests who are unable to travel as scheduled, the unused value of their ticket may be applied as a travel credit toward the purchase of a new ticket.  While there are no change fees, any applicable fare difference will be collected for the new flight.  For wholly unused tickets, these tickets are valid for transportation for one year from date of purchase; meaning, rebooking and new travel would need to have been completed by April 24, 2025.  This is noted in the fare rules that the purchaser agrees to prior to purchase.
  
  After reviewing your case and considering the circumstances, as a one-time courtesy, we'll be issuing each guest a travel voucher for the value of their respective expired (but unused) ticket, which came out to $668 per guest.  Please note that the Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 7 - 10 business days. We recommend that you add ************************************************* to your accepted email recipient list so the email is not misdirected to your spam folder.
   
  A Travel Voucher is valid for one-year from the date of issuance (unless stated otherwise), non-transferable, has no cash value, and entitles the passenger named on the Voucher to a credit for the amount of the Voucher towards the purchase of any available Hawaiian Airlines published or web fares on ******************************, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.
  
  I appreciate the time that you've taken to contact us.  We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ******* ***
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 07/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:06/26/2025

  Type:Product 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.

  Purchased. Ticket for a specific ticket type: Business Class Received reservation confirmation for Main Basic Class ticket

  Business Response

  Date: 06/26/2025

  Message From Consumer Affairs
  6/26/2025 - Case: CN-02138155
  
  ET4CBN
  173-2314154481 - VU/QUAN
  173-2314154482 - TANJI/KRISTEN
  
  Aloha Ms. Tanji,
  
  Thank you for contacting the Hawaiian Airlines Consumer Affairs Office. We have also received your inquiry through the Better Business Bureau (BBB).
  
  After reviewing your reservation and the information provided, we found no errors in the ticketing process. As part of the booking process, passengers must review and accept the fare and class of service selected before tickets are issued.
  
  We are unable to verify the screenshots you submitted, as they do not show whether they were taken before or after your reservation was completed. Additionally, our records reflect that the ticket purchased was for Main Cabin Basic, not Business Class.
  
  Since your reservation is still active, we have arranged for a Reservations supervisor to contact you directly to assist with any available options regarding your reservation.
  
  Thank you for allowing us the opportunity to respond to your concerns.
  
  Sincerely,
  Stacy Tom
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On June 14, 2025 Hawaiian/Alaska Airlines flight 934k (******************** to ********) arrived and took off late from ********************. We arrived too late in ******** to catch our connecting flight to ****** Oregon flight 1138n. Because we scrambled to find a way to get to ******, we missed the Hawaiian Airline policy of no refunds if reported after 3 hours. Note, we were only notified of this new policy only after we called requesting a refund a day later.Hawaiian/Alaska Airlines is refusing to provide a refund for two passengers from ******** to ******. Their consistent reply is we need to seek a refund from the third-party booking agent we used. This is completely inappropriate since Hawaiian/Alaska Airlines were the ones who failed to provide the services they were paid to provide.

  Business Response

  Date: 06/25/2025

  Message From Consumer Affairs
  6/25/2025 - Case: CN-02137794
  David Wong - [email protected]
  Re: KLASSON/ELAYNE MOLINE
         WONG/DAVIDMR
  
  Aloha David Wong,
  
  Mahalo for your patience as you were awaiting our response.  Our office acknowledges receipt of the complaint that you filed with the Better Business Bureau (BBB).
  
  After reviewing your case and considering the circumstances, we'll be issuing a refund of the unused portion of your tickets, which came out to $122.60 per ticket.  However, since your tickets weren't purchased through Hawaiian Airlines, we're unable to see the form of payment used for purchase.  Therefore, an agency check will be sent to the original booking source (Hopper).  Please allow 2-3 weeks for processing.  Thereafter, Hopper will be responsible to disperse the funds to you once they receive the refund from us.
  
  Please keep your ticket numbers 173-7222141271 (Elayne) and 173-7222141272 (David) available for reference.
  
  I appreciate the time that you've taken to contact us.  We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  Matthew Lee
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 06/28/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23498283, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  David Wong

• Initial Complaint

  Date:06/20/2025

  Type:Product 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 purchased my round trip flight ticket and seat selections for two ways using Hawaiian Airlines official website on 5 April 2025, and my bank successfully charged my credit card on 6 April 2025 for ****** USD total which includes ****** USD for round trip ticket from *** to HNL and 219 USD & 272 USD for seat upgrade for two ways of my flights. However, I wasnt able to check-in at the airport on 15 June and wasnt able to use this ticket to fly at all. I reached out to Hawaiian Airlines customer service couple times and the agents said my ticket is cancelled due to suspected fraud, and they didnt receive the payment at all. Though this payment already made two months ago and I paid my credit card bank two months ago. The card company mentioned the payment was successful and they are requesting Hawaiian Airlines to refund. Ironically, Hawaiian Airlines told my card company that the seat selection services have been provided to me on 5 April 2025. How they provide the seat upgrade service to me when they dont even let me to fly use the ticket I paid? I called Hawaiian Airlines many times and requested refund using their website, and its like a ping-pong that no one can actually help to process the refund. No one said sorry to me from the company and no refund to me after 5 days of this s***** thing happened to me. PLEASE GET MY MONEY BACK!

  Business Response

  Date: 06/25/2025

  Message From Consumer Affairs
  6/25/2025 - Case: CN-02135176
  
  
  Runyuan Wu - [email protected]
  173-2312716474 - WU/RUNYUAN
  173-4209805558 - seat
  173-4209805559 - seat
  
  Aloha Ms. Wu,
  
  Thank you for taking the time to contact the Hawaiian Airlines Consumer Affairs Office regarding the tickets referenced above. We have also received your inquiry through the Better Business Bureau (BBB).
  
  Upon further review, our records show that the tickets in question we not used. However, the status of the travel ticket is currently listed as "Suspended." Typically, unused tickets remain in "Open" status, allowing for future use or changes. A "Suspended" status indicates that a charge dispute was filed with your credit card provider for the purchase of the travel ticket.
  
  When a dispute occurs, whether due to suspected fraudulent activity or a billing disagreement, our system will suspend the ticket based on the credit provider's procedures with Hawaiian Airlines. This prevents any further action, including exchanges, refunds, or rebooking, until the dispute is fully resolved with your credit card company.
  
  As a result, we are unable to assist you further regarding the travel ticket. We recommend contacting your credit card provider directly to resolve the dispute and inquire about the status of any funds that may be on hold or have already been refunded.
  
  Thank you for allowing us the opportunity to respond to your concerns.
  
  Sincerely,
  Stacy Tom
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23495292
  
  
  
  I am rejecting this response because:

  I reached out to Hawaiian Airlines before I raise this ticket issue to credit card company. When I tried to check-in at the check-in counter of Hawaiian Airlines at JFK airport, both of the agent and customer service on phone said this ticket is suspended due to 'suspected fraud', so I had to purchase another ticket. Meanwhile, please confirm that both the ticket and two seat upgrades have not been used at all because I was not able to take the flight using this order confirmation. 

  
  
  
  
  Sincerely,
  
  
  
  Runyuan Wu

• Initial Complaint

  Date:06/19/2025

  Type:Product 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.

  The airlines falsely claimed I could not use my hawaiian airmiles number for the dscounted bag rate (despite having used it for my 3 prior reservations). I am now hearing that for the same confirmation number roundtrip flight I can use it, so I want a refund of the 35$ extra I was charged. I also want an apology from the employee who was rude to me and triggering my disability.Furthermore, I want a voucher for the 5+ hours of flight delays this airline hsa caused me.

  Business Response

  Date: 06/25/2025

  We received your concerns from the BBB. We’d like to assure
  you that Hawaiian Airlines is committed to addressing your concerns the Aloha that our guests deserve and that we strive for.
  
  We sincerely apologize for the lack of service provided by
  our team members during your recent travels. Experiences such as yours are very
  important o us, and we will take your feedback into account as we continue to
  refine our guest service and support process. In the meantime, we have shared
  your feedback with our Guest Service Management for their internal review and future
  coaching opportunity.
  
  For us to better assist you with your concerns, kindly
  provide us with the following travel information:
  Passenger Names:
  Reservation Code:
  Ticket Numbers:
  Dates of Travel:
  Once we receive this information, we will proceed with our
  investigation.
  
  We appreciate your cooperation and look forward to your
  reply. 

• Initial Complaint

  Date:06/16/2025

  Type:Product 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 had an issue on my flight where they split me and my family up. I filed a case complaint and their resolution was not equitable. I have been trying to contact someone else at Hawaiian Airlines to help me resolve this issue but they keep closing my cases. My original case was CN-********, then I opened another case but it was ignored (250415-000526).The issue is that I was awarded $50 per ticket as compensation for their error, which they admitted was due to an admin error. However, the price different between main cabin basic and main cabin was $100 per ticket. I paid this extra fee because I wanted to select my seats to ensure that my family, which included two young children, all sat together so that we could support our children on the flight. This did not happen, and essentially the service I received was the same as if I had purchased main cabin basic where seats are randomly assigned. My family was split up and it was a very difficult trip.Therefore, the $50 credit per ticket that was awards due to agent error is insufficient, as I paid a premium for upgraded tickets, but actually received the service of a basic ticket. Its also unacceptable to ignore my cases. Please help me resolve this issue.

  Business Response

  Date: 06/25/2025

  Aloha,
  
  We see that you purchased Coach Class seats on two separate reservations 6598SS and 536FUB. Seats can be changed by our airport agents due to operational requirements. To ensure that your party remains together, we recommend purchasing your reservation on one reservation. Since your entire party was accommodated in seats in the same class of service, we're unable to provide additional compensation. 
  
  Regards,
  Matthew Villanueva

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: 23468004
  
  
  
  I am rejecting this response because: I purchased two separate reservations because it was the only way to utilize my Hawaiian airline points. I only had enough points to purchase two tickets, so I had to create a separate reservation to purchase the other two tickets with cash. However, to ensure my family of 4 ( which included two toddlers) sat together, I purchased Main Cabin, as opposed to Main Cabin Basic, in order to to be able to reserve all 4 seats, which as a result was $100 more per ticket instead of basic coach. The attached email already admitted that the seat mix up was due to “agent error”, and therefore I should be properly compensated because I did not receive the service I paid for because my family was split up and assigned different seats. Again, I paid $100 more per ticket so that I was able to reserve my seats, as the Main Cabin option allows you to reserve your seats in advance, and this service was not provided to me.
  
  
  
  Sincerely,
  
  
  
  Oscar Macias

• Initial Complaint

  Date:06/13/2025

  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 opened a Hawaiian Airlines CC in ***************************************************** an effort to build air miles, which the airline says never expire HOWEVER, ******** issued me a new air miles number in 2014 when they took over the Mastercard CC for Hawaiian Airlines. Barclays and Hawaiian Airlines ERASED all my air miles from 2005 to 2014 and I have been jerked around repeatedly when I have tried to get back my missing air miles. I was repeatedly lied to and told to 'call back during Hawaiian business hours" when I asked about my missing air miles. This is a SCAM

  Business Response

  Date: 06/16/2025

  Message From Consumer Affairs
  6/16/2025 - Case: CN-02134737
  
  **** ****** - *****************************
  
  Aloha **** ******,
  
  Mahalo for your patience as you were awaiting our response.  ********** acknowledges the complaint that you submitted with the Better Business Bureau (BBB).
  
  I'm sorry for any confusion.  It looks like you have several Hawaiian Miles accounts, so our ********************** ******************** will be contacting you to assist you with account consolidation.
  
  I appreciate the time that you've taken to contact us.  We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ******* ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:06/08/2025

  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.

  Flight confirmation 57A3DN was canceled on us (********* ********* *********), (***** *** *********) and caused us great inconvenience because we were unable to make it to meet up with our friends in ******. We were sent on another flight the next day and was told to book our own hotel due to the hotels they used being booked out and to submit our receipts for any expenses incurred for that day of cancellation. They flight the following day didn't have starlink and we were unable to control the electronic window shades which we paid extra for so we could chose our seats. We asked the flight attendant multiple times to please allow us control of the window shades (we paid extra for a window seat) they ignored our request multiple times.I will send the email of both conversations and receipts of lodge, car, and food. Which was incurred while having to stay another night due to Hawaiian not having a flight deck officer available.

  Business Response

  Date: 06/17/2025

  Aloha Kehaulani Matsumoto,
  
  Our office received the complaint that you submitted with the Better Business Bureau (BBB).
  
  In accordance with the Department of Transportation's (DOT) policy: a consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or cancelled flight is not entitled to a refund of the incidental expenses.  However, we did ask that you provide us with copies of your expense receipts for review, and note that you did with your BBB complaint.
  
  After reviewing your case and considering the circumstances, as a gesture of goodwill, we'd like to reimburse your $245.22 lodging expense, $39.60 for meals, and $76.35 for ground transportation.  In order to provide the $361.17 reimbursement, please provide us with your bank information below where we can send the reimbursement. Note that funds can only be reimbursed back to the name of a ticket holder. As an example: if Jane Doe and Bob Doe are traveling, we can issue the reimbursement to either guest.  However, we can’t issue the reimbursement to anyone else if they weren’t traveling.  If you prefer, we can send a reimbursement check if your mailing address is within the United States. If you prefer a check to be mailed, please provide us with a mailing address.  Once we acknowledge receipt of your banking information or mailing address, please allow approximately 20 business days for processing.
   
  Bank information
  Account Beneficiary Name:
  Beneficiary Address:
  Beneficiary Email Address:
  Bank Name:
  ABA Routing Number:
  Bank Account Number:
   
  *Please note: ABA numbers for deposits may differ from ABA numbers for wire transfers. Please verify with your bank their ABA number specifically required for ACH deposits.
   
  ---- or -----
   
  Mailing Address
  Make check payable to:
  Mailing address:
  
  Sincerely,
  Matthew Lee
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  From:[email protected]
  Sent:6/3/2025, 8:27 AM
  To:[email protected]
  Subject:RE: Hawaiian Airlines Reservations: Refund - Other - Case No.: CN-02127154
  
  Message From Consumer Affairs
  6/3/2025 - Case: CN-02127154
  
  Kehaulani Matsumoto - [email protected]
  Re: MATSUMOTO/KEHAULANI
         ROA/PETER
  
  Aloha Kehaulani Matsumoto,
  
  Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.
  
  I’m sorry to learn that your flight (HA9) on May 6, 2025 was delayed due to operational issues. A flight deck officer was unable to work the flight and a replacement flight deck officer needed to be brought in.  While this situation was out of your control and ours, I realize that this wasn’t an ideal situation, and I certainly apologize for the inconvenience.
  
  In accordance with the Department of Transportation's (DOT) policy: a consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or cancelled flight is not entitled to a refund of the incidental expenses. Having said that, if you'd like us to consider reimbursement, please provide us with a copy of your itemized expense receipts for review.  Kindly note that providing your itemized expense receipts does not guarantee reimbursement.
   
  As a gesture of goodwill, we'll be issuing each guest a $300 travel voucher that's good toward a future ticket purchase on our website.  Please note that the Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add “[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folder.
   
  A Travel Voucher is valid for one-year from the date of issuance (unless stated otherwise), non-transferable, has no cash value, and entitles the passenger named on the Voucher to a credit for the amount of the Voucher towards the purchase of any available Hawaiian Airlines published or web fares on www.HawaiianAirlines.com, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.
  
  I appreciate the time that you've taken to contact us.  We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  Matthew Lee
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  From:[email protected]
  Sent:5/12/2025, 7:37 PM
  To:[email protected]
  Subject:[NON-HA] FWD: Hawaiian Airlines Reservations: Refund - Other - Case No.: CN-02127154
  
  Flight confirmation 57A3DN was canceled on us (Kehaulani Matsumoto 181962120), (Peter Roa 344453466) and caused us great inconvenience because we were unable to make it to meet up with our friends in Hawaii. We were sent on another flight the next day that didn't have starlink and we were unable to control the electronic window shades. We asked the flight attendant multiple times to please allow us control of the window shades (we paid extra for a window seat) they ignored our request multiple times.
  About a year ago, our flight with southwest was canceled and they took care of all our expenses. Food, rental car, lodging. Southwest additionally gave us enough flyer miles for another round trip to the same city. I hope Hawaiian airlines could at least do the same.
  Proof of our friends itinerary that we were unable to meet with can be provided upon request. Also, proof of southwest accommodations can also be provided upon request.
  We value Hawaiian airlines as one of our main airlines we choose to travel with and we travel often. We hope this relationship can be repaired. Mahalo.
  I may be reached by email [email protected] or by phone 808-393-6381
  I have more receipts to submit. Please let me know how I can send them over.
  Grand total came out to $361.17

• Initial Complaint

  Date:06/06/2025

  Type:Product 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 am writing to formally file a complaint against Hawaiian Airlines regarding a significant schedule change and their refusal to provide appropriate customer service or compensation. When we originally booked our round-trip flight with Hawaiian Airlines, we chose a night flight that was significantly more expensive than the available day flight at the time. We paid the higher fare to accommodate our schedule and preferences. Hawaiian Airlines unilaterally changed our flight from night to day without our consent. Despite multiple attempts to contact their customer service, they have refused to refund the price difference between the original night flight and the now-scheduled day flight. We believe it is unfair and unreasonable for Hawaiian Airlines to alter a more expensive itinerary and offer no compensation or viable alternatives.We respectfully request that the *** investigate this matter and hold Hawaiian Airlines accountable for failing to honor the terms of our original purchase or offer an equitable resolution.

  Business Response

  Date: 06/06/2025

  From: Hawaiian Airlines: *********************** (****************************************************************************************************
  To: *******************************
  Subject: Hawaiian Airlines, *********************** - CN-02133178
  Date: 6/6/2025 5:15 PM
  Body:
  Message From Consumer Affairs
  6/6/2025 - Case: CN-02133178
  
  ***** ***** - *******************************
  
  Confirmation Code: 62HE8D
  ***** *****, ***** **, ***** **, **** **** Wu 
  
  Aloha ***** *****,
  
  Our office has received your complaint to the Better Business Bureau (BBB) for a response. In reviewing your case, we see you were impacted by a flight cancellation of HA623 on July 16 2025, due to an advance schedule change. We apologize for any inconvenience this change may have caused you. To operate efficiently, we may make minor schedule changes (flight departure or arrival time is less than 30 minutes earlier/later than originally scheduled) without notifying our guests in advance. However, if we need to make a significant schedule change (flight departure or arrival time is more than 30 minutes earlier/later than originally scheduled), and you provided us with your contact information when you booked your flight, we will let you know.
  
  Upon our investigation we see that our reservations department had reached out on March 30, 2025, to advise of the advance schedule change and recommendations for the change. Additionally, we see that on April 10, 2025, that the change was confirmed for HA11 from ************* to ******** on July 16, 2025, at no additional charge. We sincerely apologize for the inconveniences experienced for the change. 
  
  We have reviewed your compensation request and upon our review we see that no additional fees were collected for this change. Unfortunately, no refund of a fare difference can be provided as there was no additional fees collected. Additionally, we do not issue compensation in these situations as the change happens prior to travel. Unfortunately, we are unable to provide compensation for this change. With that said, we understand that your expectations for compensation might differ. We always strive to improve our services and enhance the travel experience for our passengers. We will take your feedback into account as we continue to refine our customer service and support processes.
  
  Please accept our sincere apology for the inconvenience that the advance schedule change may have caused. We hope to have the opportunity to restore your faith in our services and provide you with a more positive experience. Until then we extend to you our warmest Aloha and Mahalo. 
  

• Initial Complaint

  Date:06/05/2025

  Type:Product 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 am filing a formal complaint regarding Hawaiian Airlines unacceptable schedule change that resulted in a physically impossible connection, and the company's refusal to issue a refund.When I booked my flights (confirmation code: 68WTBD), I had a 55-minute layover in ******** (Flight HA 835 arriving from ******* at 11:00 AM and Flight HA 451 departing to ****** at 11:55 AM on November 19, 2025). Hawaiian Airlines later changed the inbound flight to arrive at 11:53 AM (HA 835), leaving me only 2 minutes to make an international connection that departs at 11:55 AM (HA 851).This new itinerary is not viable. No airline can reasonably expect a passenger to deplane, transfer gates, and board an international flight in two minutes. Additionally, this connection is not offered on Hawaiian Airlines own website due to its impossibility.Despite clear evidence that the schedule change rendered the itinerary unusable, Hawaiian Airlines refuses to offer a refund, citing that it was only a "flight number" change and not a significant schedule adjustment. This is misleading and incorrect. The time change creates an unworkable connection and violates Hawaiians own policies on minimum connection times.Furthermore, the Consumer Affairs representative pointed me back to my credit card issuer, even though the obligation to provide a usable itinerary remains with the airline. Hawaiian is deflecting responsibility and refusing to acknowledge the issue.I am requesting:A full refund of $3,748.44 to the original form of payment.Written acknowledgment that the revised itinerary is not viable and should be fully refunded under fare and consumer protection rules.

  Business Response

  Date: 06/09/2025

  Message From Consumer Affairs
  6/9/2025 - Case: CN-02127727
  
  Jolene Searcy - **************************************
  
  ******/******
  ******/****/*****
  Confirmation Code: 68WTBD
  
  Aloha Ms.  ******,
   
  This is to acknowledge receipt of your submitted complaint to the Better Business Bureau on June 6, 2025. I was able to locate your original inquiry received by our office on May 15, 2025. We truly appreciate your patience as we work through our backlog.
  
  I have reviewed your case and see that we responded to you on June 4, 2025, and again on June 5, 2025. We understand that you are disappointed with our response.
  
  However, as previously advised, we see that you disputed your ticket purchases under 68WTBD with your credit card company. We recommend that you reach out directly to your bank or card issuer for further updates and resolution. Once a dispute is opened, the financial institution manages the process and serves as the point of contact until the matter is resolved. Please note that during this period, Hawaiian Airlines is required to work with your bank through the formal dispute process, and we are unable to make changes or issue refunds directly while the case remains open.
  
  Thank you for allowing me the opportunity to respond to your concern. Take good care.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  From:************************************************************************
  Sent:6/5/2025, 8:53 AM
  To:********************************************
  Subject:RE: Hawaiian Airlines, ************************* CN-02127727
  
  Message From Consumer Affairs
  6/5/2025 - Case: CN-02127727
  
  Jolene Searcy - **************************************
  
  ******/******
  ******/****/*****
  Confirmation Code: 68WTBD
  
  Aloha Ms.  ******,
  
  Thank you for your reply.
  
  Please know that your experience is important to us, and we took some additional time to look into this matter. Yes, we see that there were multiple schedule changes on the departure/arrival time for your Flight 835 from ******* to ********, which would result in a misconnect to Flight 851 from ******** to *******
  
  However, as previously advised, we see that you disputed your ticket purchases under 68WTBD with your credit card company. We recommend that you reach out directly to your bank or card issuer for further updates and resolution. Once a dispute is opened, the financial institution manages the process and serves as the point of contact until the matter is resolved. Please note that during this period, Hawaiian Airlines is required to work with your bank through the formal dispute process, and we are unable to make changes or issue refunds directly while the case remains open.
  
  Thank you for allowing me the opportunity to respond to your concern. Take good care.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  From:********************************************
  Sent:6/4/2025, 4:56 PM
  To:************************************************************************
  Subject:RE: Hawaiian Airlines, ************************* CN-02127727
  
   
  *********,
   I appreciate you reaching out but as you can see from the attached booking email and the attached updated flight info, you are incorrect and the flight times along with the flight numbers have changed. My original flights had a 55 minute layover (Land at 11:00 and depart at 11:55), the new flight you gave me now has a 2 min layover (land at 11:53 and depart at 11:55). Furthermore, this flight combo is not even an option on your website. It is physically impossible for Hawaiian airlines to provide a 2 min layover and expect any passenger to make that connection. The new flight provided by Hawaiian Airlines is unusable and should be refunded.
  Respectfully,
  ****** ******
  
  From: "Hawaiian Airlines: ************************ <************************************************************************>
  Date: June 4, 2025 at 7:12:34?PM MST
  To: ********************************************
  Subject: Hawaiian Airlines, ************************* CN-02127727
  Reply-To: ************************************************************************
  
  Message From Consumer Affairs
  6/4/2025 - Case: CN-02127727
  
  ****** ****** - ********************************************
  
  ******/******
  ******/****/*****
  Confirmation Code: 68WTBD
  
  Aloha Ms.  ******,
  
  Thank you for contacting us about the schedule change on your upcoming scheduled flights. We appreciate your patience while awaiting our response and apologize for any inconvenience this change may have caused you.
  
  To operate efficiently, we may make minor schedule changes (flight departure or arrival time is less than 30 minutes earlier/later than originally scheduled) without notifying our guests in advance. However, if we need to make a significant schedule change (flight departure or arrival time is more than 30 minutes earlier/later than originally scheduled), and you provided us with your contact information when you booked your flight, we will let you know.
  
  Upon review of your reservation, I see that you received an email notification advising you of a flight number change. Please note that the scheduled departure and arrival times remain the same. You were advised that as part of the ongoing integration of ****** Airlines and Hawaiian Airlines, the flight number for Flight 451 from ******** to ****** on November 19, 2025 has changed to Flight 851, and Flight 452 from ****** to ******** on December 2, 2025, has changed to Flight 852.
  
  Although your tickets are nonrefundable,  we see that you disputed your ticket purchases under 68WTBD with your credit card company. We recommend that you reach out directly to your bank or card issuer for further updates and resolution. Once a dispute is opened, the financial institution manages the process and serves as the point of contact until the matter is resolved. Please note that during this period, Hawaiian Airlines is required to work with your bank through the formal dispute process, and we are unable to make changes or issue refunds directly while the case remains open.
  
  For additional information regarding our schedules and operations, please see our Contract of Carriage (the agreement between Hawaiian Airlines and our guests).
  
  Thank you for allowing me the opportunity to respond to your concern. Take good care.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
  
  Tell us why here...