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:11/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 09/17 I purchased flight tickets and less than 24 hrs from purchasing I requested a name change on one of the tickets. As per their policy, changes/cancellations can be made within 24 hrs of purchase with no penalty. **************** emailed me back confirming that this change was made. When my husband and I arrived to the airport, I was unable to obtain my tickets. I waited online for someone to assist and waited over an hr to get the correct boarding pass. After waiting, I was told they could not assist me and that I had to call cust serv myself and fix the issue. I explained that I did not want to miss my flight. When I called, I was on the phone for about 10 mins however when I arrived to the gate I wasnt allowed to board. I was told by the supervisor on site and the customer service *** that they would not be able to assist me with even getting on another flight and that I needed to call for a refund since the mistake was on the airlines end. They promised that once I arrived to the airport I would have no issue checking in as everything was already taken care of with my name however they did not do their due diligence. I have all emails and all documentation to support this. When i requested the refund the airline now wants to give me flying credit instead which I do not want. They gave me zero options at the airport and I was forced to buy another flight with another airline at the airport.

• Initial Complaint

  Date:10/20/2024

  Type:Service or Repair 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.

  For the past 11 months, I thought I had Premier and Pualani membership, but when I tried to renew my Premier membership on Oct 16, 2024 I was told that I was not enrolled in Premier because it was cancelled when I qualified for Pualani gold for 2024. I bought Premier in Nov 2023 because I had 19 thousand and some odd miles, and I knew I wouldnt qualify to make ****** needed for Pualani for 2024. So, when I got a call from **** saying if I might want to do a short trip to earn miles needed, I decided it would cost me more than just to pay for the Premier membership, so I enrolled in Premier. Why did the representative not inform me that **** was doing a promo, that if you spent a required amount, they would give you mileage toward earning Pualani status? This promotion was between October and December 2023, I purchased Premier in Nov 2023. After receiving notice that I had Pualani, I called to see if I could transfer my Premier to my husband but was told it cannot be done. So now I had Premier and Pualani membership. My complaint is that I was not aware that you couldnt have ******* and Premier at the same time, and why was I not informed when I called. So, it seems to me that I paid $299 for nothing, since **** cancelled my membership, when I qualified for ******* with the promotion they had. In such cases I think **** should have to courtesy to give us some kind of option where we can use the paid Premier membership in the future. I feel like they took my $299 and I got nothing. If **** knew I had Pualani and Premier, then they should of informed me that I could only be under one program. Im sure there may have been others, but I feel that they took my money and left me hanging. $299 is not a small amount to pay and get nothing. I have been a loyal customer for many years, and I feel this is not fair. I may only be one person in a pool of thousands of Hawaiian customers, but I feel I count as a person and a customer.

  Business Response

  Date: 10/22/2024

  Message From Consumer Affairs
  10/22/2024 - Case: CN-02078087
  
  RE: ************* - $249.00 - *******/**** H
  
  Aloha *************************************************************************** has been contacted by the Better Business Bureau regarding your ************ membership inquiry.
  
  Upon our review of your inquiry, we are not sure who you spoke with that informed you that your Premier was canceled, as whoever you spoke with should have requested a refund for the ************ membership due to you qualifying for Pualani Gold status.
  
  We are refunding the ************ purchase ticket receipt above back to the credit card ending with 2688.  Please allow our ****************** some time to process the refund, and it should appear on your next credit statement or the one thereafter.
  
  Thank you for allowing us the opportunity to respond to your concerns.
  
  Sincerely,
  ***** ***
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

  Customer Answer

  Date: 10/22/2024

   
  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:10/17/2024

  Type:Sales and Advertising 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.

  Had purchased gift cards to book a flight. When I went to book the flight, the cards were deactivated. Had to reactivate them and when we did, the price of the flight went up by $1k.

  Business Response

  Date: 11/07/2024

  From: Hawaiian Airlines: *********************** (****************************************************************************************************
  To: ********************************************
  Subject: RE: Re: Re: [NON-HA] Re: Message from Hawaiian Airlines, *********************** - CN-02078081
  Date: 11/7/2024 4:48 PM
  Body:
  Aloha ******* ********,
  
  Our office has received your complaint to the Better Business Bureau (BBB) for a response. 
  
  Thank you for providing us this information and we sincerely apologize for the inconveniences you experienced. We have reviewed the information provided and unfortunately, we are unable to honor the price that you have stated as we could not locate that same price fare. Kindly note, that fare prices can change quite frequently as it is based on seat availability. We sincerely apologize. 
  
  Please again accept our sincere apology for the inconvenience may have been caused. We hope to have the opportunity to welcome you onboard a future Hawaiian Airlines flight. Until then we extend to you our warmest Aloha and Mahalo. 
  
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  
  From:********************************************
  Sent:10/30/2024, 8:38 PM
  To:************************************************************************
  Subject:Re: Re: [NON-HA] Re: Message from Hawaiian Airlines, *********************** - CN-02078081
  
  CAUTION: This email originated from outside of the organization.
  Do not click links or open attachments unless you recognize the sender and know the content is safe.
  Report suspicious messages to *********************************************************** 
  I did recall it was in the ********************************************************* probably would of only had to pay 200 dollars which is what I was fine with.
   On Wed, Oct 30, 2024 at 8:36?PM **** ******** <********************************************> wrote:
  I unfortunately didnt take a screenshot.
   On Wed, Oct 30, 2024 at 2:04?PM Hawaiian Airlines: *********************** <************************************************************************> wrote:
   Aloha *******, 
  
  My apologies for the delay in this matter. We have sent the information to provided to be researched. However, are you able to provide us an image or a copy of the price you were originally purchasing it at. My apologies again and we look forward to your response. 
  
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  
  From:********************************************
  Sent:10/29/2024, 4:14 PM
  To:************************************************************************
  Subject:Re: [NON-HA] Re: Message from Hawaiian Airlines, *********************** - CN-02078081
   CAUTION: This email originated from outside of the organization.
  Do not click links or open attachments unless you recognize the sender and know the content is safe.
  Report suspicious messages to *********************************************************** 
  Sorry it was Oct 10th, 11th was when I called to get my cards fixed and was told it would take a week. Which it did. 
  On Tue, Oct 29, 2024 at 4:12?PM **** ******** <********************************************> wrote:
  October 11th was when I was trying to get a ticket on one of those days.  
  On Tue, Oct 29, 2024 at 3:48?PM Hawaiian Airlines: *********************** <************************************************************************> wrote:
   Aloha *******, 
  
  My apologies for the delay in this matter. Can you please confirm what date you tried to purchase the flights on for the dates 12/30/24 - 1/1/24. Thank you for your assistance. 
  
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  
  From:********************************************
  Sent:10/22/2024, 2:34 PM
  To:************************************************************************
  Subject:[NON-HA] Re: Message from Hawaiian Airlines, *********************** - CN-02078081
   CAUTION: This email originated from outside of the organization.
  Do not click links or open attachments unless you recognize the sender and know the content is safe.
  Report suspicious messages to *********************************************************** 
  ****** ********
  12/30/24 - 1/1/24 (Any of these days)
  Narita - HNL 
  On Tue, Oct 22, 2024 at 2:20?PM Hawaiian Airlines: *********************** <************************************************************************> wrote:
  Message From Consumer Affairs
  10/22/2024 - Case: CN-02078081
  
  ******* ******** - ********************************************
  
  Aloha ******* ********,
  
  Our office has received your complaint to the Better Business Bureau (BBB) for a response. Thank you for taking the time to contact us.
  
  In order for us to proceed with your case, please provide us with the following information:
  Passenger(s) name
  Dates of travel
  Flight information
  We look forward to your response. 
  
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22438626
  
  I am rejecting this response because: All I got was an apology. I didn't expect much in compensation but more importantly, they have not even mentioned how they are taking any steps this doesn't happen to anyone else. Poor practice and faith.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:10/16/2024

  Type:Order 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.

  Failure to provide customer service.

  Business Response

  Date: 10/16/2024

  Message From Consumer Affairs
  10/16/2024 - Case: CN-02077154
  
  **** ********* - *******************************************************
  
  Aloha **** *********,
  
  Mahalo for your patience as you were awaiting our response.  Our office acknowledges the complaint that you filed with the Better Business Bureau (BBB).
  
  After reading through your complaint, it sounds like you're trying to get a refund of your baggage fees due to a canceled flight.  I'm very sorry to hear that your flight was canceled.  However, to better assist you, could you please provide your record locator for reference?  If you don't have that information readily available, please provide your flight information for reference.   With this information, we should be able to proceed with your case.
  
  I appreciate your attention to this matter.
  
  Sincerely,
  ******* ***
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

• Initial Complaint

  Date:10/16/2024

  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.

  I purchased a main cabin refundable tickets from Hawaiian Airlines. I later paid the seat upgrade fee to upgrade our seats to first class. Due to some changes, I have to cancel the ticket. However, Hawaiian Airlines refuses to refund my ticket. They claim that the upgrade made the ticket a first class ticket, which is non-refundable. They even refuses to partially refund my original main cabin refundable tickets excluding the seat change fee.

  Business Response

  Date: 10/16/2024

  RE: 5QGYGP
  
  Aloha Xiao Wang,
  
  Thank you for your patience with our response to you. We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. As customers, you're our valued guests so there's never an acceptable excuse when you receive poor service. 
  
  We apologize for the misinformation regarding the type of tickets you purchased. In recognition of your ticket status, our agents have refunded the reservation in full back to the card used for payment. We will make every effort to process refunds within seven business days. The refunds will be reflected on your next credit statement.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  Matthew Villanueva
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

  Customer Answer

  Date: 10/16/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22428298, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Xiao Wang

• Initial Complaint

  Date:10/10/2024

  Type:Customer Service 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.

  Aloha Its with great frustration and surprise that I need to write about this horrible childish attitude!I requested from ***** to get me to a supervisor cuz he couldnt help. He got me Mrs. **** and i was asking her to book me a flight on Hawaiians partner, ***************. Yet, she was adamant and told me (after putting me on hold to ck as if she didnt know if its possible) that the booking system with virgin is temporarily closed. Alarming, yet anticipatedbecause this is who Hawaiian is; they always do this trickthey were adamant and claimed they cant book on their partners system. Still, it begs the question why many times in the last 2-3 years when they gave me the same excuse, I was still able to convince them to book me with their partners? Meaning, if they want, they can book Hawaiian miles with their partners. So why are they lazy and avoiding doing what other airlines usually do and helping book flights? I am really tired and quite frankly agitated and disgusted by Hawaiians rotten attitude of couldnt care less with their customers. Honestly, I cant understand why a customer like my self dreads every time I need to call them. Their agents are heartless and have no issue hanging up on *** whom they dont want to talk to. In fact, they can put u on hold for ***** min, and then takes the call and hangs up. But this nastiness and laziness when pleading with them (after holding for 30 min) to book with their partners is incomprehensible and beyond the pale. Hawaiian: why have u always allowed this rude childish behavior by ur agents? Why wouldnt u do something about this once and for all? Why dont u care about *** who give u business? Ck my account and see the hundreds of times I called and ppl were disrespectful and hung up. And remy still had the audacity to tell me not to use profanity, but u guys can blatantly lie and be nasty to customers? I guess u are rotten, and simply want others to behave ethically, but u can be ethically corrupt?

  Business Response

  Date: 10/16/2024

  Message From Consumer Affairs
  10/16/2024 - Case: CN-02077134
  
  ******* ***** - ******************************
  RE: Reservations
  
  Aloha ******* *****,
  
  Thank you for sharing your feedback, we received your concerns from the Better Business Bureau.
    
  It is our hope that our guests enjoy their time and interactions with us, and were sorry to hear that was not the case for you. We expect all of our team members to treat you with the ************* and respect that our guests deserve and that we strive for. We have forwarded your feedback to our *********************** for their review, and appreciate you allowing us a coaching opportunity for future guest interaction.
   
  After a thorough review of your case, our records indicate that our agents were unable to book your desired travel as flight award redemptions on *************** are temporarily unavailable. We apologize for the inconvenience and have notified our ******************* team for their awareness. For more information, please refer to Redeem HawaiianMiles on Partner Airlines.
   
  With that said, we regret to inform you that we are unable to honor your request to book with HawaiianMiles on ***************. However, we understand that this situation is less than ideal, although we are unable to provide you with additional HawaiianMiles as a one-time courtesy for your inconvenience and in the spirit of *****, we will be issuing you a $75 Travel Voucher, good for future travel on Hawaiian Airlines.
   
  With that said, we regret to inform you that we are unable to honor your requests to book on *************** with HawaiianMiles. We have carefully considered the circumstances surrounding your situation, although we are unable to deposit any additional HawaiianMiles to your account, as a one-time final courtesy we will be issuing you a $75 Travel Voucher, good for future travel on Hawaiian Airlines.
   
  The Travel Voucher is valid for one year from the date of issuance, has no cash value, is non-transferrable, and entitles the passenger named on the Voucher to a credit towards the purchase of any Hawaiian Airlines published or web fare (on ******************************). Please note that the Travel Voucher information, instructions on redemption, and Terms and Conditions will be arriving within 5-7 business days. We recommend adding ************************************************* to your accepted email recipient list so the email does not get misdirected to your spam folder.
   
  While the Travel Voucher does have an expiration date (one year from the date of issuance), wed like to note that this is not the need to travel by date. You are able to select travel dates going forward up to 330 days from the date of redemption.
   
  Thank you for your understanding and for choosing Hawaiian Airlines.
  
  Sincerely,
  ****** *********
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 10/19/2024

   
  Complaint: 22404735
  
  I am rejecting this response because: Hawaiian airlines has wasted too much of my precious time for the last 2 years. Can they explain for example what the h*** it means that for the last two years whenever I want to book a flight with their partner airlines, they always told me that the booking system is temporary closed. What in the world does that mean? Does Hawaiian airlines know the meaning of the word "temporary"? Check your dictionary what temporary means. It definitely does not mean a period of 2 years. May it be JetBlue, ********, or Virgin Atlantic--For the last 2 years they always gave me this BS excuse that it was temporarily closed. So what happened with you Hawaiian airlines? You really have no shame anymore? Are you really that cold-blooded that you absolutely couldn't care less about any of your customers anymore? For the last two year, you never had a problem putting me on hold for 45 minutes, for an hour and transfer to different people disconnecting my call? And Hawaiian airlines: All of your agents all of them can blatantly lie, do whatever they want with their customers but when I say a word it's offensive that is not acceptable by your agents right? Did you listen to my conversation with the manager Remy last week, Where she blatantly repeated your lie that the booking system with your partner airline is temporary closed. She was adamant the kept repeating it, but then she had audacity to lecture me about offensive language that is not tolerated by Hawaiian airlines? On what planet do you live on Hawaiian? I strongly believe that $75 is not enough to compensate me for 2 years of agony and frustrations
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/06/2024

  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.

  on 09/10/2024 i paid $1060 for 2 airline tickets and then i canceled the trip 10/03/2024 and the airlines said i would get back credits for my flights which i was not happy about cause they should've given me a full refund of $1060 cause they changed our flights by more then 1 hour and they refused to refund my $1060 if this is the way they treat there customers then i don't ever want to fly with them again we are seniors and they are taking advantage of us and anyone else who they do this to i can't believe a business would do poeple this way just to make a dollar so now i will be careful of who i do business with and fly with. comformation #3a56k7

  Business Response

  Date: 10/07/2024

  Message From Consumer Affairs
  10/7/2024 - Case: CN-02075601
  
  ******* ***** - ***************************
  Re: *****/*******
         *********/********
  
  Aloha ******* *****,
  
  Mahalo for your patience as you were awaiting our response.  ********** acknowledges the complaint that you filed with the Better Business Bureau (BBB).
  
  I'm sorry to learn that you both were unable to travel as scheduled.  In accordance with the fare rules that the purchaser agrees to prior to purchase, tickets are non-refundable, unless cancelled within ***************************************************************** advance of the flights scheduled departure time.  Otherwise, for wholly unused tickets, these are valid for transportation for one year from date of purchase.  Therefore, when you're ready to rebook, please contact our Hawaiian Airlines Vacations Packages team at ************** for assistance in rebooking.  They're available 24 hours, 7 days a week.  Please provide your ticket numbers 173-7132577054 (*******) and 173-7132577055 (********) for reference.  Rebooking and travel would need to be completed by September 10, 2025.
  
  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: 10/07/2024

   
  Complaint: 22387168
  
  I am rejecting this response because:
  I dont think you understand that our flight times were changed by 1 hour and 10 minutes and I read that when that happens you should get a refund if youre not happy with the new flight times so if you still want to treat your customers like that then thats your business but no more of our business will come your way.
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/06/2024

  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 party of five people had Delta Confirmation H2VZH6, flying OGG to *** (HA335 - expected 4:20 pm departure) on Hawaiian Airlines, with a planned *** to *** (expected 6:40 pm departure) on Delta Airlines from Mon Jan 29 to Tues Jan 30, 2024, arriving at 6:30 am in ***. The *** to *** flight had numerous flight delays, including mechanical issues, causing us to miss the *** to *** flight. Ultimately, the estimated arrival time was 2:43 pm in ***, nearly 8 hours later. As a result of the delays, there were additional parking fees at the *** airport of $26 and ten additional meals. This was and is a more costly flight for five people. In viewing similar flight options today, this flight is estimated to have cost $500 more. Delta Airlines said to send this information to Hawaiian Airlines.

  Business Response

  Date: 10/07/2024

  Message From Consumer Affairs
  10/7/2024 - Case: CN-02075600
  
  ******** ******** - *****************************
  Re: DAVIDSON/******
        ********/*******
        ********/*******
        ***********************     ********/********
  
  Aloha ******** ********,
  
  Mahalo for your patience as you were awaiting our response.  ********** acknowledges the complaint that you filed with the Better Business Bureau (BBB).  I'm sorry to learn that your flight (HA335) on January 29, 2024 departed 2 hours and 32 minutes late due to a maintenance issue with the aircraft and other operational issues.  I realize that this wasn't an ideal situation, and I certainly apologize for the inconvenience.
  
  Typically, we don't provide compensation for incidental expenses including (but not limited to) loss of wages/income/salary/profits, the purchase of new ticket, unused hotel accommodation, unused ground transportation, missed scheduled events, and similar damages.  This is also consistent 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, after reviewing your case and considering the circumstances, as a gesture of goodwill, we'll be issuing each guest a $50 travel voucher that's good toward a future ticket purchase with Hawaiian Airlines.  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 ************************************************* 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. On behalf of myself and everyone here at Hawaiian Airlines, we apologize for the issues that detracted you from your full enjoyment of your time with us.
  
  Sincerely,
  ******* ***
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22386592
  
  I am rejecting this response because:

  Thanks for the response.  It does not follow the Hawaiian Airlines Contract of Carriage Rules, as requested.  

  I am not asking for the incidental expenses you have described.  Again, I am asking for compensation related to the ten meals, additional parking costs, and partial flight costs for the preferred (quicker, no connection) flight option that was booked, as previously described in the original communication.  In reviewing rules 21 and 24 of Hawaiian Airlines Contract of Carriage, it says Hawaiian Airlines will provide meals when delays exceed 3 hours, which a more than 3 hours delay occurred, partial refunds, etc which seem most applicable for this scenario, as previously described in the original communication.  You seem to imply that the delay was exactly 2 hours and 32 minutes, as if there was an alternate flight available at that exact time, and that our arrival time in MSP was simply moved from 6:30 am to 9:02 am (2 hours and 32 minutes later).  Arrival at *** was later, as previously described in the original communication.  

  A Hawaiian Airlines travel voucher is not accepted, rather rejected.  

   

  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:10/05/2024

  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 wish I had checked the BBB (and many other website) reviews on Hawaiian Airlines before booking a flight with them. They truly are as bad as if not worse than everyone is saying.The customer "support" is awful. It's like talking to an automated system.They clearly go off of a script and stick to it religiously. I had many people send me the exact same response word for word. They will tell you how sorry they are, but offer no solutions. They do not have any intention on helping customers . They just kept telling me to read the ****************** online. I purchased 2 tickets on 1/1/24 for a direct flight from ****** to ****** departing on 5/11/24. Unfortunately I had to cancel my ticket in April due to an unfortunate personal reason that prevented me from being able to travel to ****** this year. I received a credit of $5,035. I reached out to "customer support" multiple times. I asked if I could book a flight before the credit expired on 1/1/25 if the flight departed after that date and everyone kept telling me no, the trip had to depart before the expiration date of 1/1/25 or I would lose the credit. I asked if they would extend the credit because I wouldn't be able to travel before it expired on 1/1/25. I explained my circumstances and they basically said sorry, that ***** for you, too bad. I was going to try to book a trip anyway so I didn't lose the $5000. I asked them to send me a travel voucher redemption code because I was unable to redeem one online. They told me I had to call to rebook a flight and wouldn't be able to book online. After multiple people kept telling me to check the ******************, instead of offering possible solutions, I did. It turns out that their script is wrong because the travel voucher terms clearly says "Travel Vouchers are valid for use on flights booked up to one year from the date of issuance, even if the flight occurs after the one-year period of validity. Any remaining balance will then be forfeited." They are the worst.

  Business Response

  Date: 10/07/2024

  Message From Consumer Affairs
  10/7/2024 - Case: CN-02075599
  
  Lauren List - [email protected]
  RE: 1732304510818
  
  Aloha Lauren List,
  
  Thank you for providing us with your feedback.
   
  I’m sorry for any misunderstanding, I’ve checked our database, and this is the first correspondence that our office has received from you. Nonetheless, Hawaiian Airlines prides itself on delivering world-class service with authentic Hawaiian values, such as Ho’okipa (hospitality). One element of Ho’okipa is providing our guests with exceptional guest service, and we apologize for not meeting your expectations.
   
  After a thorough review, our records indicate that you purchased two non-refundable tickets on January 1, 2024, from Boston to Honolulu, with scheduled travel from May 11-20, 2024. We see that your ticket 1732304510818, was unutilized as you were unable to join us for your scheduled travel plans.
   
  For clarification, Travel Vouchers are typically issued for delayed flights as a form of compensation, and are valid for one year from the date of issuance; guests are able to book travel dates up to 330 days from the date of redemption, unlike wholly unused tickets which remain open for a one-time rebooking for one year from the date of issuance (January 1, 2025), and travel must be completed within this time. For wholly unused tickets, please refer to our Hawaiian Airlines Fare Rules Terms and Conditions.
   
  Unused tickets will only entitle the passenger named on the ticket to rebook on Hawaiian Airlines. To rebook, you may call our Reservations Department toll-free (within the U.S. and Canada) at 1-800-367-5320 and refer to your electronic ticket number (1732304510818).
  
  If you were unable to travel from May 11-20, 2024, due to Medical reasons, please complete the Hawaiian Airlines Medical Waiver Form, or provide us with a doctor’s note for the time of scheduled travel. Please attach these documents to your reply email, and we will be more than happy to consider the issuance of a Travel Voucher in place of your wholly unused ticket.
   
  Hawaiian Airlines provides non-stop service to Hawaii from various North American destinations to better serve our guests. For more information about our Domestic Departure/Arrival cities, please visit North America to Hawaii Routes | Hawaiian Airlines.
   
  We understand that your expectations may differ, and we always strive to improve our services and enhance the travel experience for our guests. We take feedback such as yours very seriously and will take this into consideration as we continue to refine our customer service and support process.  
   
  Thank you for your understanding and for choosing Hawaiian Airlines. We hope you extend us the opportunity to provide you with a better service and travel experience in the future.
  
  Sincerely,
  Kaylee Kahananui
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

• Initial Complaint

  Date:10/03/2024

  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.

  Made flight reservation on 9-30-24 and my appointment got canceled on 10-2-24. Hawaiian will not refund

  Business Response

  Date: 10/04/2024

  Message From Consumer Affairs
  10/4/2024 - Case: CN-02075267
  
  ************************* - ************************
  
  ****************************,
  
  The Hawaiian Airlines *********************** has received your inquiry from the Better Business Bureau (BBB).
  
  Upon our review of your complaint, we could not locate any reservation or ticket number to assist us with our investigation.  It was unfortunate that your appointment got canceled; however, most of our tickets are non-refundable and non-transferable, which is located in the Fare Rules Terms and Conditions on our website: ****************************************************************************
  
  If your purchased ticket was a "Refundable ticket", please reject this response through BBB and provide us with the reservation record or ticket number for our review and determination.
  
  Thank you for your inquiry.
  
  Sincerely,
  ***** ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 10/08/2024

   
  Aloha, 
   
  
  
  
  
    Oct
  08 OGG ?  HNL
  Flight HA 105
  Operated by: HA
  
  Maui - *******, ** (OGG) to Oahu - ********, ** (HNL)
  
  Depart 
  10/08/2024 06:00 AM 
  Arrive 
  10/08/2024 06:41 AM 
   
  
  
  Guest Details
  
    ****** W
  ********* Seat 12F 
  Main Cabin
  
    Oct
  08 HNL ?  OGG
  Flight HA 316
  Operated by: HA
  
  **** - ********, ** (HNL) to Maui - *******, ** (OGG)
  
  Depart 
  10/08/2024 01:30 PM 
  Arrive 
  10/08/2024 02:14 PM 
   
  Reservation Confirmation 676IMM
  
   Add Star Save Message Print MessageView Source
  "Hawaiian Airlines" <*********************************************************************************> 
  Date:09/30/2024 18:35
  
  Your travel insurance plan: EUSP2445265737
  
   Add ************************************************************************************************************************************** plan at a glance
  Plan:
  Basic Air Trip Protector II Purchase Date:
  September 30, 2024
  Plan Number:
  EUSP2445265737 Effective Date:
  October 1, 2024
  Total Amount Paid:
  $13.00 Travel Date(s):
  October 8, 2024

  Business Response

  Date: 10/16/2024

  Message From Consumer Affairs
  10/16/2024 - Case: CN-02075267
  
  ************************* - ************************
  173-2309409825 - *********/****** W
  
  ****************************,
  
  Thank you for your reservation information, since Hawaiian Airlines did not cancel our flights, there is no refund for your unused ticket.  We show your ticket is non-refundable and non-transferable, and will expire on September 30, 2025.  You may rebook your ticket for new travel dates that must start and end before the expiration date on September 30, 2025.
  

  You may contact the Hawaiian Airlines Reservation Department at ************** with your ticket number above and new travel dates.  You may incur a fare difference when you rebook your ticket.  Please go to the Hawaiian Airlines website and search Fare Rules or click on **************************************************************************** for more information.
  
  Upon our review of the information you provided, we show that you purchased Allianz Global travel insurance #EUSP2445265737.  Please contact them directly at ************** to see if your insurance will cover the refund of your ticket due to your doctor canceling the appointment.
  
  Sincerely,
  ***** ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22373939
  
  I am rejecting this response because: I am a senior citizen flying Hawaiian Airlines for over 40 years on Maui. I have never had a problem with HA until this booking. To hide under the small print and take advantage of senior citizens who are not computer literate shame on you. Shame on you again for contracting out a flight insurance policy for something that happens to your travel plans on your webpage, that we thought senior citizens can trust, but again will not honor the policy in the fine print. Shame again a THIRD time for a deceitful business fine print on taking advantage of senior citizens, do you really need the money that badly?! I do thank you for some recourse to be able to rebook with a time limit, but what if the trip never warrants another appointment? Taking advantage of a senior citizen should be a great victory for you! Do you really think I will not book with you when the cituation arises?? Why are you so distrustful?? I acted in good faith efforts to your deceitful business practices, this is not just about me, but all of the senior citizens in ******. It has the appearance of just another scam to senior citizens to take their money on a fixed income. Is this really the Hawaiian Airlines Aloha Spirit? Ua *** ** ea o ** **** i ka pono!!
  
  Sincerely,

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