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:10/01/2024

  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 October 1st, I contacted Hawaiian Airlines chat to add my husband's middle name to his plane ticket, which they did. When I contacted Hawaiian Airlines Vacation Packages to do the same, the representative contacted Hawaiian Airlines customer service and told me that it wasn't a simple name change, and I'd have to provide documentation via email. I told him that my husband's middle name is already on his Hawaiian Miles account. He said the other option is to go to the check in counter at the airport and show them the documentation. My question is why could a Hawaiian Airlines chat representative change one ticket without needing documentation, but we can't change another ticket without providing documentation?

  Business Response

  Date: 10/17/2024

  From: Hawaiian Airlines: *********************** (****************************************************************************************************
  To: *************************************
  Subject: Hawaiian Airlines, *********************** - CN-02075132
  Date: 10/17/2024 3:18 PM
  Body:
  Message From Consumer Affairs
  10/17/2024 - Case: CN-02075132
  
  ****** ***** ******* - *************************************
  
  Confirmation Code: 6C4FTF, 4BSXBI
  ****** ***** *******, ****** *******, ******* ******** *******
  
  Aloha ****** ***** *******,
  
  Our office has received your complaint to the Better Business Bureau (BBB) for a response. We have reviewed the information and we have found the communication that you contacted our reservations department to make a minor name change on confirmation code 4BSXBI. Upon our review we see that our agent advised you to contact our Hawaii Vacation Package team in order to process the name change on this confirmation code. Please note we are unable to process name changes on tickets that are purchased through a travel agency.
  
  Additionally, we see that you then requested to process another minor name change on a separate confirmation code 6C4FTF. We see that the agent had confirmed the name change and without receiving an image of your government issued Identification. Kindly note that when making a name change to the reservation guests need to provide their government issued identification to validate the change. Rest assured that your experience has be shared with our reservation management team as we continuously work to identify areas for improvement and enhance the quality of our services. We do sincerely apologize. 
  
  Thank you for taking the time to share your experience with us. We genuinely value your business and appreciate your continued support of Hawaiian Airlines. We are committed to enhancing your travel experience with us and hope to welcome you onboard again soon.
  
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  
  
  

• Initial Complaint

  Date:10/01/2024

  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 Oct 1, 2024, a supervisor (identified by other airline employees) staffing mainland departure at ****** airport illegally withheld my government issued ID and cancelled my domestic flight HA82 heading to ******, *****, 30 min before departure time without my consent. I repeatedly demanded to have my ID back and the individual insisted I have to rebook, and told that I couldn't get on the original flight. I declined politely at first and got frustrated as the individual would not return my ID and let me go to ***. My companion came with me boarded the flight with her carry-on and we got separated. At guest service, I was first informed that my checked bag wouldn't make it. I told the individual that I would fly with or without the bag, if a checked bag couldn't fly with me I would fly alone with carry-on only. As I passed the checkpoint with my carry-on and made it to the gate 15 min before departure, the gate agent told me I was taken off the flight by the guest service because I spoke to this individual.I have no choice but to leave my 60 y/o foreign companion alone at the destination airport for overnight as she didn't carry any cash or cards on her traveling with me as a group. For myself I had to book with a different airline to go back home for work the very next day.The conduct of Hawaiian Airlines is outrageous. Just because someone from the company doesn't want me on the flight, I don't get to receive the service I paid for nor do I get a refund. All government issued documents legally belong to the person whose name is on the document. Withholding documents from the individual is criminal.

  Business Response

  Date: 10/04/2024

  Message From Consumer Affairs
  10/4/2024 - Case: CN-02075136
  
  ****** **** - *******************************
  
  Aloha ****** ****,
  
  Mahalo for your patience as you were awaiting our response.  ********** also acknowledges the complaint that you filed with the Better Business Bureau (BBB).  I'm sorry to hear about your check in experience on October 1, 2024.  I certainly understand how frustrating this situation must have been, and we empathize with your circumstances. We do expect our staff to treat you with aloha, so were sorry that this was not the experience you had. I have shared your experience with our management team, and we will use this incident to improve our service.
  As so much of the travel experience, such as security checkpoints and traffic, is outside your control and ours, you must include ample time in your travel schedule. We recommend that guests arrive at the airport at least 2 hours and 30 minutes prior to departure for North American flights. Guests must complete check-in with bags no later than 45 minutes prior to scheduled departure.  Kindly note that guests arriving at the boarding gate less than 30 minutes prior to departure may be denied boarding and re-ticketed on a later flight. For detailed information visit the Airport Check-in Time page on our website.  This is also noted in our Contract of Carriage that the purchaser agrees to prior to purchase.
  
  After reviewing your case and considering the circumstances, as a courtesy, we've authorized a refund of your ticket number 173-7047862519.  However, since your ticket remains wholly unused and wasn't issued directly by Hawaiian Airlines, you'll need to reach out to the original booking source as they are responsible to process the refund.  Please contact them and provide your ticket number for reference.  The waiver code that they need to process the refund is documented on the ticket; for your reference, the waiver code is "CN-02075136."  Please feel free to provide them with a copy of this email should they ask.
  
  We'll go ahead and issue a refund of your $40 baggage fee as this fee was collected by Hawaiian Airlines.  We will make every effort to process the refund within the next 7 business days.  For security purposes, the refund will be issued to the card used for purchase.
  
  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: 10/04/2024

   
  Complaint: 22367619
  
  I am rejecting this response because:

   

  The resolution doesnt address any of the wrong doings of the individual employee.
  

  The individual has no legal rights to cancel my flight without my consent. Nor is the individual allowed to withhold my ID, which is a crime. The company doesnt show intention or plan to rectify reckless behavior of the specific employee.

   

  Refund should be issued to me rather than making my going through the loops. The checked bag fee should be refunded to the original payment method, not as credit.

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

• Initial Complaint

  Date:09/25/2024

  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 cancelled a flight last year and they give me a voucher for my flight where it will expire tomorrow.I tried to book the ticket today fir my December travel but they told me I cannot. I should have traveled before the expiration of the travel voucher/credit but on there website it says different. ( pls. See the below conversation). How can i still use that Travel voucher/credit.[ website explanation on vouchers # 5 statement in QUESTION to support the claim]purchase of any available Hawaiian Airlines published or web fares (on ******************************).1. All flights are subject to seat availability at the time of reservation.2. All travel will be in accordance with Hawaiian Airlines' published tariffs, the rules and restrictions applicable to the fare used, and Hawaiian Airlines' Contracts of Carriage.3. The Travel Voucher can be redeemed in one or more transactions for one or more tickets totaling up to the full amount of the voucher.4. Travel Vouchers may be used to purchase tickets for newly booked travel reservations on Hawaiian Airlines er partner-operated (codeshare) flights.#5. 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 Yorfeited.6. Up to three Travel Vouchers can be combined and applied by any passenger for the purchase of tickets by that passenger within a single reservation, provided that the Travel Vouchers cover the full cost of the ticket(s) (including base fare and all fees & taxes), and the name on the

  Business Response

  Date: 09/25/2024

  Message From Consumer Affairs
  9/25/2024 - Case: CN-02072786
  
  ********* Villas - **********************************
  
  Aloha ********* Villas,
  
  Mahalo for your patience as you were awaiting our response.  ********** also 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.  I also apologize for any misunderstanding.  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.  This is noted in the fare rules that the purchaser agrees to prior to purchase.
  
  A travel voucher is typically issued for flight disruptions.
  
  I see that your ticket number 173-2302934132 will expire for use on September 26, 2024 (one year from the original date of purchase).  After reviewing your case and considering the circumstances, as a courtesy, we'll be converting your travel credit to a travel voucher; therefore, we'll be issuing you a $461 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.
   
  Please know that your travel voucher will be valid for one year from the date of issuance, and you'll be able to book travel for as far as 330 days in advance.  As a friendly reminder, if you are unable to redeem the travel voucher by the expiration date, we are unable to reissue/extend the travel voucher.
  
  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
  

• Initial Complaint

  Date:09/19/2024

  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.

  Hello!I sent the below email to Hawaiian Airlines on 9/9/24 and have not received a reply as of 9/19/24. Hoping someone can reach out to Hawaiian Airline to settle this dispute. Mahalo! To Whom It May Concern,My name is ***** ******* and I was traveling with my daughter, Mahinahie ******* (9 years old at the time) to *********** on flight 383 on Saturday, May 23rd, 2024. As we boarded the plane, ready for take off, we were informed that there were some technical issues and needed to disembark the aircraft. We were scheduled to depart at 450 pm which was changed to 630 pm. This was a TREMENDOUS inconvenience to my parents (who were on standby to pick us up from the ***********), myself, and my daughter. According to you internal guidelines due to a flight disruption occurs, I am requesting a compensation for the inconvenience. Sincerely,***** *******

  Business Response

  Date: 09/24/2024

  Please see the response to this inquiry on September 9, 2024.

  From:************************************************************************
  

  Sent:9/9/2024, 11:48 AM
  To:***************************
  Subject:Hawaiian Airlines, Consumer Affairs Office - CN-02067957
  
  Message From Consumer Affairs
  9/9/2024 - Case: CN-02067957
  
  ***** ******* - ***************************
  *******/*****/LILILEHUA/MAHINAHIE
  
  Aloha Ms. *************************** you for contacting the Hawaiian Airlines Consumer Affairs Office.  We are sorry for the poor experience you encountered with your travels.
   
  We have reviewed your inquiry and retrieved your flight information for flight HA349 from **** to *****, on August 31, 2024.  We show that the flight was delayed for 2 hours and 18 minutes due to a cockpit windshield issue.  We know this was not ideal, and we do not wish to inconvenience our passengers; however, we will delay or cancel our flights for the safety of all our guests and flight crew if the flight is not cleared for travel.  We showed you were re-accommodated to flight HA295 from **** to ******** and connected to flight HA353 from ******** to ******
  
  When a flight disruption occurs, we have internal guidelines in place that govern how we compensate our guests.  We are issuing you each a $50.00 Travel Voucher, good for future travel on Hawaiian Airlines. Please note that your Travel Vouchers, instructions for redemption, and Terms and Conditions will arrive in a separate email within 5 - 7 business days.  We recommend adding ************************************************** to your accepted email recipient list so the email is not misdirected to your spam folder.
   
  Note the Travel Vouchers are valid for one year from the date of issuance (unless stated otherwise), are non-transferable, cannot be redeemed for cash, and entitle the named passenger 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.
  
  Thank you for allowing us the opportunity to respond to your concerns.
  
  Sincerely,
  ***** ***
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22311855
  
  I am rejecting this response because:
  
  I am issuing a complaint for the travel date marked MAY 23! Please READ my complaint.
  

  Ive received a response for our travel date in August BUT NOT FOR MAY.

  Its very disappointing that your company cant thoroughly read and respond to the subject matter. 

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

  Business Response

  Date: 10/01/2024

  Message From Consumer Affairs
  10/1/2024 - Case: CN-02067957
  
  ***** ******* - ***************************
  *******/***** **** *****
  *******/MAHINAHIE *******
  
  Aloha Ms. ****************** apologize for responding to your earlier August 31, 2024 inquiry that you submitted before your May 23, 2024, incident.
  
  We retrieved our flight report for flight HA383 on May 23, 2024, from ******** to *****, which shows our flight was delayed for 2 hours and 3 minutes due to flight crew issues.  While we constantly strive to maintain our high standards for on-time performance and excellent customer service, we recognize that we didnt deliver performance in line with these standards.
  
  We are issuing you each a $50.00 Travel Voucher, good for future travel on Hawaiian Airlines. Please note that your Travel Vouchers, instructions for redemption, and Terms and Conditions will arrive in a separate email within 5 - 7 business days.  We recommend adding ************************************************** to your accepted email recipient list so the email is not misdirected to your spam folder.
   
  Note the Travel Vouchers are valid for one year from the date of issuance (unless stated otherwise), are non-transferable, cannot be redeemed for cash, and entitle the named passenger 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.
  
  Sincerely,
  ***** ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 10/01/2024

   
  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:09/17/2024

  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.

  A week ago I made reservation to go to ****** from Nov 29 to Dec 14 for me an dmy wife. I went onto HA website and the pricing was great.After booking our reservation for our trip. I started to book our seat. They was no seat avail fr the price I had. Only way to get a confirm seat was to upgrade and it cost about $120 for each seat total of an additional $480 more.I believe that HA is doing a bait and switch in this case. I've been a HA customer for over 20 years now. This airline is no longer consumer friendly and is a rip off.I will no longer us Hawaiian as my primary airlines.I travel 5 to 6 times a year for business.

  Business Response

  Date: 09/20/2024

  Message From Consumer Affairs
  9/19/2024 - Case: CN-02071832
  
  ******* **** Hin - *******************************
  RE: Confirmation Code 6XTXLV  
  
  Aloha ******* **** Hin,
  
  We've received your email requesting a refund for the Extra Comfort Seats you purchased for your upcoming travel in November, 2024. After thoroughly reviewing this case, we see that you purchased Main Cabin Basic tickets.  With Main Cabin Basic tickets, seat assignments are not available when booking the flight. Post booking, you may purchase an Extra Comfort Seat to receive a seat assignment. Otherwise, your seat will be assigned when you check in for your flight (as early as 24 hours prior to departure), or at the gate.  As such, when calling in to book your seats, you were charged correctly for your Extra Comfort Seats.  For more information regarding main cabin basic tickets, please click here 
  
  Regrettably, we are not able to refund your Extra Comfort Seats.  Thank you for your understanding.
  
  Thank you for choosing Hawaiian Airlines.
  
  
  Warm aloha,
  ***** *******
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22299628
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* **** Hin

• Initial Complaint

  Date:09/15/2024

  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 1/6/24 at 1:06 AM, our 1/6/24 flight (HA 48) from HNL to OAK was canceled by Hawaiian Airlines. Hawaiian put us on a United Airlines flight from ******** to **** (HA 586) with transfer to ************* on 1/6/24 (UA 1639). When we arrived at *** to catch our flight to SFO we were denied boarding/bumped due to overbooking and re-scheduled on a flight from OGG to SFO on 1/9/24 so we were stuck in **** for 3 nights. To make matters worse, all accommodations/hotels in **** were booked for the night of 1/6/24 so my senior citizen parents and IK were forced to spend the entire night on 1/6/24 in the open air baggage claims area of the ************ along with a few other stranded Hawaiian Airlines passengers. On top of that, I had a flight to catch United Flight from ************* to ********, ***** on 1/8/24 for an important business trip that I had to cancel.When I contacted Hawaiian Airlines, they said they couldnt offer us any hotel/meal/transportation vouchers but to keep our receipts and we would be reimbursed for our hotel, meals, transportation and other expenses incurred due to these flight cancellations. When I submitted my reimbursement request for a total of $3,892.91 USD, Hawaiian declined to reimburse and indicated that they sent (3) $500 travel vouchers on 3/18/24 but we never received them and Hawaiian never re-sent them when requested.On top of the reimbursement request, according to U.S Department of Transportation ******************* compensation rules , we should be compensated for 400% of our one-way fare to with a maximum of $1550 USD. Based on our one way fare cost and maximum compensation above, we are due compensation of $4,650 USD as well as $3892.91 for meals, hotel, transportation, etc. reimbursement for a total of $8542. When I requested the compensation as above, Hawaiian never replied. I would like Hawaiian to send me a check for $8542 and I will be filing a small claims lawsuit.

  Business Response

  Date: 09/26/2024

  BBB #******** | CN-02020152
   
  Aloha ***,
  Thank you for your patience while we reviewed your recent concerns. We acknowledge receipt of your emails, as well as your inquiries to the *** and BBB. We apologize for the delay in responding, which was due to a clerical oversight that resulted in our responses being held in a quarantine folder. As a result, we did not meet the 60-day response requirement mandated by Part ******* of *** regulations. We regret this oversight and any frustration it may have caused.
  In response to your inquiry, and as a gesture of goodwill for the inconvenience you experienced, we have resent the $500 travel vouchers to each of you. Please allow 2-3 days for these vouchers to be received.
  Upon further review of your case, we understand that you experienced significant delays. Hawaiian Airlines arranged for re-accommodation on United Airlines flight UA1639 from *** to SFO on January 6, 2024, the same day **48 was canceled. However, it appears you ultimately traveled on UA1639 on January 9, 2024, three days later and we understand this led to out-of-pocket expenses.
  After investigating with the ** Airport Director and reviewing reports from the day of the incident, along with confirming that your tickets were marked as "flown," we kindly request any additional information you can provide to support your claim, as this will assist in determining if further compensation is warranted. However, our records do not indicate that this situation qualifies as "Denied Boarding" under *** regulations or Rule 22 of our Hawaiian Airlines Domestic Contract of Carriage, which would entitle you to compensation beyond the expenses already covered.
  Additionally, as a courtesy, we have processed a refund of $235.00 for the Economy Class seat fees associated with the affected segment on March 18, 2024.
  Thank you for your understanding, and we appreciate your patience throughout this process. If you have any further questions or require additional assistance, please feel free to reach out.
  Warm regards,
  ********, Manager
  ***********************
  

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22289796
  
  I am rejecting this response because Hawaiian Airlines did not correctly provide adequate compensation/reimbursement as requested.  I provided further information/evidence to Hawaiian Airlines and re-requested that they send a check for $8,542.91 USD ($4,650 compensation + $3892.91 reimbursement) immediately to resolve this

  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:09/15/2024

  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.

  On sept 28, 2024 flight 41 from *** to ******. My elderly 80 year old dad wasnt able to get a wheelchair and I asked Hawaiian Airlines to help him get from *** to the plane. He was I pain and walks very slowly. My husband stayed back to help my dad. I told the flight attendants when I was about to step on the plane that they were at the door. This was just a few minutes after they closed the boarding door. I said Please let them in. And she told me no. I asked if i could get me babys diaper bag from my husband. It would have taken 1 minute max to grab my diaper bag and they said no. On the other side of the door my husband asked if they could take the diaper bag to me. The flight attendant said no and then closed the door walked over to where I was at the entrance of the plane. My husband and dad could have walked with her on to the plane. Or she could have given me my diaper bag or I could have grabbed it. Passengers were still boarding, people were putting luggage in the overhead. I had just stepped on the plane. Was standing in line at the cockpit. And it took an additional 20 minutes for everyone to get luggage in and sit down. My baby had to take a 5 hour flight with no diapers. Unforgivable.

  Business Response

  Date: 09/24/2024

  Message From Consumer Affairs
  9/24/2024 - Case: CN-02071177
  
  ******* *** - ********************************
  RE:  Confirmation Code 5X29B3
  
  
  Aloha Ms. ****
  
  We received your inquiry to the Better Business Bureau on September 17 and was able to locate your original inquiry received by our office on September 15, 2024. Were truly sorry to hear that your ohana had an unpleasant experience on your recent flight with Hawaiian Airlines on August 29, 2024. As our valued guest, your feedback means a great deal to us, and we appreciate the opportunity to address your concerns with care.

  We regret that ****** *** and ***** ******* were unable to board Flight 41, as Mr. ******* did not have the required identification at the time of check-in. While we understand the identification was later secured, our records show that Mr. **** without Mr. ******** arrived at the boarding gate after our gate doors had already closed. Even though our crew was made aware of the situation and agreed to reopen the doors to accommodate both guests, neither Mr. *** nor Mr. ******* was present when the doors were reopened. Unfortunately, the aircraft had to proceed with its scheduled departure.
  Upon further review of the situation, we see that both Mr. *** and Mr. ******* returned to the gate later and were advised of their rebooking options. We understand they ultimately chose not to continue their journey with Hawaiian Airlines. Although the tickets were non-refundable, in the spirit of aloha and as a one-time courtesy, we will issue a refund for the unused portions of their tickets. The refund will be processed to the original payment method ending in 4182, and you can expect the refund within the next 7 business days.

  
  As you may know, Hawaiian Airlines complies with the Air Carrier Access Act (the ****** Rule 14 CFR Part 382 of the **** prohibits discrimination by air carriers on the basis of physical or mental disability. Based on the information you have provided, ***** Padilla is an individual with a disability, and the provisions of the **** apply to Mr. ******** Therefore, we would like to take this opportunity to summarize parts of the Act that apply to Mr. ******* for air travel.
  
  Part ****** What assistance must carriers provide to passengers with a disability in moving within the terminal?
  (b) You must also provide or ensure the provision of assistance requested by or on behalf of a passenger with a disability, or offered by carrier or airport operator personnel and accepted by a passenger with a disability, in moving from the terminal entrance (or a vehicle drop-off point adjacent to the entrance) through the airport to the gate for a departing flight, or from the gate to the terminal entrance (or a vehicle pick-up point adjacent to the entrance after an arriving flight).
  (1) This requirement includes assistance in accessing key functional areas of the terminal, such as ticket counters and baggage claim.
  (2) This requirement also includes a brief stop upon the passenger's request at the entrance to a rest room (including an accessible rest room when requested). As a carrier, you are required to make such a stop only if the rest room is available on the route to the destination of the enplaning, deplaning, or connecting assistance and you can make the stop without unreasonable delay. To receive such assistance, the passenger must self-identify as being an individual with a disability needing the assistance.
  
  In reviewing your reservations, we were unable to identify a wheelchair request for Mr. ******** nor did Mr. ******* self-identify as needing assistance to the check-in agent.  We apologize for any misunderstanding and inconvenience this had caused.  Based on this information, we believe we are not in violation of the above part.
  
  How to Contact a Complaints Resolution Official or the ****************************
  Section ******* of 14CFR states that each air carrier must designate one or more Complaints Resolution Officials (CROs) at each airport the carrier serves. Our station managers are our CROs. In the future, if you have any problems that need immediate resolution, please request the station manager on duty.
  
  If you disagree with our response or any of the actions we took or believe we violated any provision of the ***** you have the right to contact the **************************** for help at:
  
  ****************************
  Aviation **************************** (C75)
  ********************************************************************************************
  
  Phone #: ************
  DOT Aviation Consumer Disability Hotline: ************** (voice) or ************** (TTY)
  
  Thank you for taking time that to share your feedback with us. We look forward to providing you with a more pleasant travel experience the next time you fly with us.  
  
  Malama pono (take care),
  ****** ****
  Senior Resolution Coordinator
  ***********************

  
  

• Initial Complaint

  Date:09/11/2024

  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.

  November 28, 2023 we made a reservation for January 2024. We were unable to use those tickets so Hawaiian airlines issued a credit. In July 2024 we made a reservation for October 2024, and paid an additional $200.00 for those tickets. I am injured and have surgery scheduled for November 2024, so canceled the October reservation. Hawaiian Airlines will only issue another credit for up to November, (1 year from the date the reservation was made) and will not provide a medical exception. We can provide a doctors note or whatever they require. Also, the second payment was made July 2024, keeping that money seems to be theft and in opposition to their own policy.I would only request a brief extension of the credit to January 2025. The amount is approximately $900.00 Further, communication with the airlines is nearly impossible as they block the response and force an additional, new inquiry/complaint.

  Business Response

  Date: 09/16/2024

  Message From Consumer Affairs
  9/13/2024 - Case: CN-02069944
  
  ***** ***** - ***********************
  RE: *****/*****, *****/*******
  
  Aloha ***** *****,
  
  We've received your request from the BBB for a ticket extension.  On behalf of Hawaiian Airlines, we wish you well with your upcoming knee surgery.
  
  After reviewing your case, we do see that your tickets will expire on November 28, 2024, which is one year from the original issue date.  As a one-time courtesy, were exchanging your tickets and issuing you each a $393.00 Travel Voucher, good for future travel on Hawaiian Airlines. This travel voucher is for the full value of your unused ticket, plus the additional fees for changes made, rounded up.
  
  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. 
  Please note that information about the vouchers, including instructions for redemption, and the applicable Terms and Conditions, will be arriving in 5-7 business days in a separate email.  We recommend that you add ************************************************* to your accepted email recipient list to help prevent the message from getting misdirected to your spam folder.
  
  While the Travel Vouchers do have an expiration date (one year from the date of issuance), we'd like to point out that this is not the need to travel by date.  You're able to select travel dates going forward up to 330 days out from the date of redemption.
   
  Once again, we wish you well with your surgery and look forward to serving you once you've recovered.
  
  Thank you for choosing Hawaiian Airlines.
  
  Malama pono (take care)
  
  Warm aloha,
  ***** *******
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  

• Initial Complaint

  Date:09/08/2024

  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.

  I landed in ******* ********** March *******. I was notified my luggages two of them one belong to me and my minor son. The flight attendant gave me a claim number right away and told me ***** will have it deliver to me in 2 days. Months have pass Hawaiin airlines said ***** have my luggages but when I check ***** had ship it back and ******************** have my luggages. No one fro Hawaiin airlines ever call me that they had my luggages at ************ since June 19th, 2024. Ive got a hold of ****** from the claims department but she was giving me the run around instead of finding a solution. I need the reimbursement for the luggages that I never receive.

  Business Response

  Date: 09/22/2024

  Message From Consumer Affairs
  9/21/2024 - Case: CN-02027707
  
  On Tim - [email protected]
  
  Tim/On 
  Khamvongsod/Bounbala Ezrah/Bounma Shiloh/Bounphasouk 
  
  Aloha Mr.  Tim,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted complaint to the Better Business Bureau regarding your delayed checked baggage upon arrival in Oakland on March 17, 2024. On behalf of Hawaiian Airlines, we apologize that you have not yet heard from our Central Baggage Services Department.
  
  To resolve your issue, we have forwarded your case again to our Central Baggage Services Department and have asked them to contact you at their earliest convenience. If you would like to follow up on the status of your case, contact Central Baggage Services directly at 866-389-6654 daily from 8:00 a.m. to 4:30 p.m. (Hawaii Standard Time), 7 days a week, including holidays, or email: [email protected].
  
  We appreciate and thank you for your patience in this matter. Take good care.
  
  Mahalo,
  Stephanie Smith
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
   
  
  From:[email protected]
  Sent:4/20/2024, 12:23 AM
  To:[email protected]
  Subject:Hawaiian Airlines, Consumer Affairs Office - CN-02027707
   
  Message From Consumer Affairs
  4/20/2024 - Case: CN-02027707
  
  On Tim - [email protected]
  
  Tim/On 
  Khamvongsod/Bounbala Ezrah/Bounma Shiloh/Bounphasouk 
  
  Aloha Mr.  Tim,
  
  Thank you for taking the time to contact us regarding your recent travel experience. We appreciate your patience and apologize for the delay while awaiting our response as we work through our backlog. I'm sorry to hear about your checked baggage delay upon arrival in Oakland on March 17, 2024. As a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service.
  
  To resolve your issue, I have forwarded your case to our Central Baggage Services Department and have asked them to contact you. If you would like to follow up on the status of your case, contact Central Baggage Services directly at 866-389-6654 daily from 8:00 a.m. to 4:30 p.m. (Hawaii Standard Time), 7 days a week, including holidays, or email: [email protected].
  
  We appreciate and thank you for your patience in this matter. Take good care.
  
  Mahalo,
  Stephanie Smith
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  Tell us why here...

  Customer Answer

  Date: 09/22/2024

   
  
  Complaint: 22256013
  
  
  
  I am rejecting this response because:
  
  I’ve been in contact with them but they don’t want to reimburse me. Jinnie from claims gave me the run around. 
  
  Sincerely,
  
  
  
  On Tim

  Business Response

  Date: 10/01/2024

  Message From Consumer Affairs
  10/1/2024 - Case: CN-02027707
  
  On Tim - [email protected]
  
  Tim/On 
  Khamvongsod/Bounbala Ezrah/Bounma Shiloh/Bounphasouk 
  
  Aloha Mr.  Tim,
   
  This is to acknowledge receipt of your submitted rejected response to the Better Business Bureau in regards to your correspondence with our Claims Department. I was able to locate your original inquiry received by our office on March 18, 2024. 
  
  Your case was forwarded to our Central Baggage Services Department on March 19, 2024, and we will forward your rejected response to the Better Business Bureau for their review. If you would like to follow up on the status of your case, please contact Central Baggage Services directly at 866-389-6654 daily from 8:00 a.m. to 4:30 p.m. (Hawaii Standard Time), 7 days a week, including holidays, or email: [email protected].
  
  We appreciate and thank you for your patience in this matter.  Take good care.
  
  Mahalo,
  Stephanie Smith
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
   
  
  From:[email protected]
  Sent:9/22/2024, 4:50 PM
  To:[email protected]
  Subject:Re: Hawaiian Airlines, Consumer Affairs Office - CN-02027707
  
  Message From Consumer Affairs
  9/22/2024 - Case: CN-02027707
  
  On Tim - [email protected]
  
  Tim/On 
  Khamvongsod/Bounbala Ezrah/Bounma Shiloh/Bounphasouk 
  
  Aloha Mr.  Tim,
  
  Thank you for your reply.
  
  As previously advised, to resolve your issue, I have forwarded your case to our Central Baggage Services Department and have asked them to contact you. If you would like to follow up on the status of your case, contact Central Baggage Services directly at 866-389-6654 daily from 8:00 a.m. to 4:30 p.m. (Hawaii Standard Time), 7 days a week, including holidays, or email: [email protected].
  
  We appreciate and thank you for your patience in this matter. Take good care.
  
  Mahalo,
  Stephanie Smith
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  From:[email protected]
  Sent:9/22/2024, 7:41 AM
  To:[email protected]
  Subject: Re: Hawaiian Airlines, Consumer Affairs Office - CN-02027707
  
  
  I want a reimbursement for my lost luggage’s as soon as possible. Thanks 
  
   Sent from Yahoo Mail for iPhone 
  On Sunday, September 22, 2024, 1:30 AM, Hawaiian Airlines: Consumer Affairs Office <[email protected]> wrote:
  
  Message From Consumer Affairs
  9/21/2024 - Case: CN-02027707
  
  On Tim - [email protected]
  
  Tim/On 
  Khamvongsod/Bounbala Ezrah/Bounma Shiloh/Bounphasouk 
  
  Aloha Mr.  Tim,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted complaint to the Better Business Bureau regarding your delayed checked baggage upon arrival in Oakland on March 17, 2024. On behalf of Hawaiian Airlines, we apologize that you have not yet heard from our Central Baggage Services Department.
  
  To resolve your issue, we have forwarded your case again to our Central Baggage Services Department and have asked them to contact you at their earliest convenience. If you would like to follow up on the status of your case, contact Central Baggage Services directly at 866-389-6654 daily from 8:00 a.m. to 4:30 p.m. (Hawaii Standard Time), 7 days a week, including holidays, or email: [email protected].
  
  We appreciate and thank you for your patience in this matter. Take good care.
  
  Mahalo,
  Stephanie Smith
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
   
  From:[email protected]
  Sent:4/20/2024, 12:23 AM
  To:[email protected]
  Subject:Hawaiian Airlines, Consumer Affairs Office - CN-02027707
   Message From Consumer Affairs
  4/20/2024 - Case: CN-02027707
  
  On Tim - [email protected]
  
  Tim/On 
  Khamvongsod/Bounbala Ezrah/Bounma Shiloh/Bounphasouk 
  
  Aloha Mr.  Tim,
  
  Thank you for taking the time to contact us regarding your recent travel experience. We appreciate your patience and apologize for the delay while awaiting our response as we work through our backlog. I'm sorry to hear about your checked baggage delay upon arrival in Oakland on March 17, 2024. As a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service.
  
  To resolve your issue, I have forwarded your case to our Central Baggage Services Department and have asked them to contact you. If you would like to follow up on the status of your case, contact Central Baggage Services directly at 866-389-6654 daily from 8:00 a.m. to 4:30 p.m. (Hawaii Standard Time), 7 days a week, including holidays, or email: [email protected].
  
  We appreciate and thank you for your patience in this matter. Take good care.
  
  Mahalo,
  Stephanie Smith
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  Tell us why here...

  Customer Answer

  Date: 10/01/2024

   
  
  Complaint: 22256013
  
  
  
  I am rejecting this response because:
  
  I’ve been in contact with the central baggage claim from Hawaiin airlines and they are giving me the run around and prolonging my claim they are not listening to what I have communicated with them regarding my luggage’s. 
  
  Sincerely,
  
  
  
  On Tim

  Business Response

  Date: 10/10/2024

  Aloha Mr. Tim, 
  
  We received your message from the Better Business Bureau (BBB), and we apologize for the frustration you're experiencing with your baggage claim.   
  
  To clarify, our office does not manage or handle baggage claims directly. Please continue to work our Central Baggage Claims team directly, as our office does not have any influence over their processes and policies. I have copied them on this email to ensure they are aware of your concerns. You may also contact them by phone at 866-389-6654 daily from 8:00 a.m. to 4:30 p.m. (Hawaii Standard Time), 7 days a week. 
  
  Thank you for your patience and understanding. 
  
  Mahalo, 
  Stephanie Smith

• Initial Complaint

  Date:09/06/2024

  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.

  I called customer service and was told that a flight that I'm looking at online WHILE on the phone with YOUR customer service ***resentative is not available. How is that possible? If that was the case wouldn't this company be sued for false advertisement? You are CURRENTLY advertising an AVAILABLE flight, however, your customers are being told they CANNOT book. I don't want to deal with this company any longer. I rather have my flight voucher turned back into money and returned to me, which I'm told by YOUR customer service *** that this is possible.I was also instructed by your customer service *** to respond to the email that the voucher came from to request my refund and to the surprise of no one, I got a failure notice because you CANNOT in fact respond to that email. I mean the customer service is just top notch over there! Misleading information, horrible customer service, etc.

  Business Response

  Date: 09/17/2024

  Message From Consumer Affairs
  5/21/2024 - Case: CN-02042074
  
  ******* ********* - ***************************
  
  Aloha Ms. *********************** you for your patience while awaiting our reply. We're sorry to learn that you were unable to travel as planned and as such, you're requesting to extend the validity of your purchased ticket.
  
  After reviewing your case, I do see that ticket 173-2193123792 is non-refundable, non-transferable and got expired. As a one-time courtesy, were exchanging your ticket and issuing you a $401.80 Travel Voucher, good for future travel on Hawaiian Airlines. This Travel Voucher is for the full value of your unused ticket. 
  
  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. For more information on how to utilize your Travel Voucher, please visit the help page here. 
  
  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.
  
  Please understand that the issuance of this Travel Voucher for your expired ticket is outside of our normal guidelines. The credit must be redeemed by the expiration date; and will not be re-issued or extended.
  
  Thank you for choosing Hawaiian Airlines. We hope to serve you again in your future travels.
  
  Sincerely,
  ******
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************