Business Profile

Airlines

Hawaiian Airlines, Inc.

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Complaints

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

Customer Complaints Summary

576 total complaints in the last 3 years.
132 complaints closed in the last 12 months.

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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:09/05/2024
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 4, 2024 customer service at ********************** was contacted to apply credit from a canceled flight to a new flight. After the reservation was complete I noticed that my wife's name on the reservation didn't match the name on her passport. My wife called back to correct the name and it was done. I noticed that there was another charge on my account for the same amount but different ticket number. The agent had created a new ticket for the correction and didn't refund the original ticket. I contacted the credit card company to file a dispute for the duplicate charge and Hawaiian airlines provided incorect information stating that the charge was valid because one ticket was in my name and the other in my wife's name, not recognizing that there were acutally 3 tickets for the same reservation and my wife had two tickets for the same flight. I have been trying to have this resolved with Hawaiian Airlines customer service center, which is outsourced in the Philipines. They are only able to send messages to the accounting department which is in ******. I was told that I need to wait for 45 days. I started with the credit card company on June 11, 2024 and the case was closed on July 15 and I was told that any other resolution would need to be done by Hawaiian Airlines. I started contacting Hawaiian Airlines from July 15 and to date the problem has not been resolved. I am now 3 weeks away from my departure and my wife's ticket is still invalid due to the dispute. I am unable to change or cancel my reservation because of the reservation agent's mistake and Hawaiian Airlines only communicates to me that supervisors are aware of this problem. This is the worst customer service that I have received by any company and it is affecting our "once in a lifetime trip to *****".
Business Response
Date: 09/11/2024
RE: ASATO/JOY

Aloha Davyne Asato,

We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience.

We have noted that a dispute was filed for the ticket 1732307357343 exchanged from 1732307345882. Please know that your experience is important to us, and we would like to take some additional time to look into this matter. I assure you that I'll get back to you once I receive the information I need to respond to your concerns regarding your upcoming flight at the end of the month.

Thank you for choosing Hawaiian Airlines.

Sincerely,
Matthew Villanueva

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Customer Answer
Date: 09/11/2024

Complaint: 22243736

I am rejecting this response because:
I believe that ample time has been given to resolve this problem caused by Hawaiian Airlines customer service agent. I also called, texted, and sent web forms for over 3 months and only after a complaint to the Better Business Bureau is a sense of seriousness being taken. Hawaiian Airlines has all of the documentation and recorded calls to the customer service center proving that I did all that I could to ask for resolution. I want to be compensated for the wasted time talking and writing to correct Hawaiian Airlines error. I feel that I have waited long enough. Clear all of this up so I can move on! Please make this right!

Sincerely,

Davyne Asato
Business Response
Date: 09/23/2024
Aloha Davyne Asato,

Thank you for your patience. We see that we've won the chargeback you filed on your reservation. Please contact our Reservations Department to confirm the reservation.

Mahalo,
Matthew Villanueva
Customer Answer
Date: 09/24/2024

Complaint: 22243736

I am rejecting this response because:
The attached document from Barclay, submitted by Hawaiian Airlines clearly shows that there are three tickets issued for the same reservation. As indicated on the first page, there is a ticket issued to Joy Asato (ticket# 173 2307345882) and there is a ticket issued to Joy M Asato (ticket # 173 2307357343), i have highlighted the names and ticket numbers. I have also attached the electronic receipts showing the same. I am very disappointed at the language used by the Hawaiian Airlines representative stating "we won". Truly this kind of attitude is not welcome as it is Hawaiian Airlines that has clearly made the mistake.

We are planning to use these tickets that were "fixed" on Saturday. I hope that we will have no surprises when we check in. I believe that Hawaiian Airlines has made a horendous error and has caused me hours of frustration and anger. I haven't received acknowlegement that an error was made by Hawaiian Airlines or an appolgy for the mistake that Hawaiian Airlines cannot see when I have provided all of the documentation. I also attached the credit card statements for June that shows the two correct, one incorrect and the incorrect charge reversal. The July statement shows the reindtatement of the refunded charge. At this point, I would like a refund of $355.10, which was the amount charged to my credit card that was refunded when the charge was disputed and reinstated when Hawaiian Airlines submitted an incorrect report to Barclays. I would also expect compensation for the entire trip for the 3 months of frustration caused by the customer service agent who instead of making an edit on my wife's ticket to reflect the addition of her middle initial, issued a new ticket under her correct name and charged and failed to refund the original ticket.

Why can't anyone take the time and look at all of the notes from calls, texts, and webform submissions that I have worked on only to be dismissed? I made sure to ask that notes be made and got supervisors involved only to be told that my concern has been "escalated".

Please fix YOUR problem and make this right.

Sincerely,

Davyne Asato
Initial Complaint
Date:09/02/2024
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.
Due to health issues my Mom and I are unable to travel to ****. I called approximately 68 days in advance to cancel. I was informed that my flight and hotel was through Expedia. Had I known that I would have never booked a package with Expedia. Hawaiian Airlines wont refund the money nor will Expedia or the hotel. Hawaiian Airlines is greedy and a thief. I am sure they have already filled our seats allowing them to double-dip, I provided enough time and information that a refund was justifiable. I will never, ever fly with Hawaiian Airlines and I am letting everyone I know about how low class this airline is.
Business Response
Date: 09/05/2024
***************************,

We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn that you're unable to travel to **** and the disappointing service you received.

After reviewing your reservation, we see that you purchased your tickets as a package with our partners at Hawaiian Airlines Vacations. In recognition of your circumstances, we've forwarded your request to them so they can assist you. Their representative should also be contacting you directly once your refund has been processed. If you prefer to follow up with them, you may call ************** and refer to your itinerary number 72840480515254.

Thank you for choosing Hawaiian Airlines and we hope to serve you in your future travels.

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

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Initial Complaint
Date:08/15/2024
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 August 14th I searched your site for a flight from ***** to ********. It was in the late that afternoon. In the evening I received four telephone calls from WOWFARE. ************ asking if I wanted to purchase a ticket from them for my trip. How did they get my number? How did they know I was looking for a ticket?This made me VERY suspicious about the privacy of Hawaiian airlines. The woman was very snarky and. persistent. I think this should be looked into. Where is my information going and who has access to it. Dr. ************************** ********* BTW: I have spent a significant amount of money on Hawaiian and something like this makes me VERY, VERY concerned. mef
Business Response
Date: 09/10/2024
Aloha **************,

Thank you for your patience with our response to you. We've received your inquiry regarding your flight search. Our IT Team has confirmed that there are no notifications indicating that your email or info from your HawaiianMiles account has been compromised. They have noted that there are many scams out associated with strange telephone numbers and 3rd-party travel booking/travel agency websites. Many of these types of scams come from ****** search ad poisoning, adware/malware on the users computer or web browser.

Thank you for contacting Hawaiian Airlines.

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

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Initial Complaint
Date:08/08/2024
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.
After making the following complaint in person and through their customer service portal we have heard nothing back from Hawaiian Airlines. The in person complaint to an apparent manager (she claimed to be a supervisor in the service desk in the terminal in ****) was met with what came of as indifference as if the incident did not matter. The following is an explanation of the incident:Subject: Complaint Regarding Check-In Experience at HNL Dear Hawaiian Airlines Customer Service,I am writing to express my profound disappointment with the check-in experience I encountered today at the First Class check-in line at ****************************** (HNL). The agent, ********************, greeted me with an indifferent What do you want? It looks like you already have your boarding pass. This statement alone was quite surprising and unwelcoming.I explained that we were having trouble printing our checked baggage tags at the kiosk. Ms. ******* asked how many bags we were checking in, to which I responded nine, including a car seat. We had already printed three tags at the kiosk but needed the remaining ones. When Ms. ******* finished printing the nine tags, she noticed the pre-tagged bags and sarcastically remarked, It would have been nice if you would have told me you had these tags before I printed them. I apologized, not realizing it would be an issue. She then rudely said, You put them on wrong, and proceeded to rip the tags off in frustration. She placed the new tags on the bags and flung them behind her with apparent disregard.My mother-in-law, who was seated 50 feet away due to a fractured foot, observed that Ms. ******* seemed to be having a bad day based on her body language. This treatment was extremely upsetting, and it took considerable restraint not to address her disrespectful and mean behavior. I have never felt so belittled.My mother-in-law, who usually receives wheelchair assistance, was so upset by the disrespectful treatment that she walked.
Business Response
Date: 08/12/2024
******************,

Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, I would like to sincerely apologize for the distressing and below expectations service you received checking in at ********. We understand how important it is for our customers to have a smooth and enjoyable travel experience, and we deeply regret that we fell short of meeting your expectations.

I am truly sorry for the unclear instructions and the rude behavior exhibited by our employee, ******, at the baggage drop-off. It is completely unacceptable for any of our customers to be treated in such a manner, especially in front of their loved ones and fellow passengers. We understand the embarrassment and distress this must have caused you and your family, and we deeply regret the negative impact it had on your vacation.

I want to assure you that we take your feedback seriously and we are committed to addressing this issue directly with ******. Additionally, we will be reviewing our customer service training to ensure that such unwelcoming experiences do not occur in the future. Our goal is to provide exceptional service to all our customers, and incidents like this are not reflective of the high standards we strive to uphold.

We apologize for the issues that detracted you from your full enjoyment of your time with us. Thank you again for choosing Hawaiian Airlines.

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

Resolution Coordinator
Hawaiian Airlines, ***********************
Customer Answer
Date: 08/12/2024

Complaint: 22115993

I am rejecting this response because:
I feel that there should be some financial compensation via refund or credit due to the severity with which this specific incident impacted the overall experience. Normally I am not one to complain, but this incident impacted me so drastically that it caused physical illness for me for the remainder of the trip.

Sincerely,

*************************
Initial Complaint
Date:08/08/2024
Type:Billing 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 need the suspension on July 3, 2024 by Hawaiian Air (HA) be cleared immediately for my round from ********, ******** on 11/1/24 returning 11/19. Two tickets were purchased for me and my husband for $720.40 each. Any problems related to this travel needs to be resolved due to a connecting flight to ******** where tour dates are fixed. There has been no resolution by HA with *******--HA's bank for my Hawaiian Airlines mastercard. On 7/29/24 I was informed by HA they suspended our tickets July 3, 2024. No communication was initiated by HA to inform me of the change in status until I called on 7/31 to request an upgrade using mileage. ** stated the suspension was due to a dispute claim that was not cleared by Barclays. However, I called Barclays twice right before calling HA; I was informed both times that the dispute claim had been resolved and was noted in their system:-On 7/29 I called Barclays to clear up a charge of $320.20 upon receipt of two letters dated 7/23/24 stating a fraud case was opened for the $320.20 for a 2 ticket purchase to ************** May 12. Both charges were valid and payment rendered on my Barclays statement from 5/20-6/19/24. -Eventually I cancelled the flight; credit of $320.20 was applied to our ***-NYC tickets each on June 5; thereby we paid the balance in full for a total of $400.20 each per ticket on the same ********* statement.-On 7/31 I called Barclays to verify the dispute was cleared and payment made in full for the *** to *** tickets. ******** stated the only credit back to my account was for a $320.20 double charge on 7/23 for $320.20 for me and my husband. To resolve this with HA I called on 7/31, 8/2 and 8/7/24; I spoke to supervisors ****** on 7/31 and ****** on 8/2, who would escalate my concern to their charge team and call/email me in a week. Per Aug. 8 I have not heard from HA. I am requesting HA clear my suspended ******** to *** round trip ticket (Confirmation # **K88B) to avoid complications with our travel.
Business Response
Date: 08/12/2024
RE: 68K88B

Aloha *****************,

We've received your message from the BBB. On behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience.

Currently, your tickets are still suspended from the chargeback filed in July. Please know that your experience is important to us, and we would like to take some additional time to look into this matter. We've forwarded your case and I assure you that I'll get back to you once I receive the information I need from our ********************* to respond to your concerns.

Thank you for choosing Hawaiian Airlines.

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

Resolution Coordinator
Hawaiian Airlines, ***********************
Customer Answer
Date: 08/12/2024

Complaint: 22115842

I am rejecting this response because: the lack of resolution to my complaint has been ongoing since July 29, 2024 and payment was made in full for 2 tickets on my May statement with the bank.No effort has been made by **** Air to expedite findings to clear the dispute.

Sincerely,

***********************
Business Response
Date: 08/26/2024
***** *****************,

We've received a notification with your case. Our ********************* is working with their disputes team and they have advised that the card issuer has until September 3 to provide their determination with the chargeback you filed. We will contact you after this date with their response.

Regards,
******************************;
Customer Answer
Date: 08/28/2024

Complaint: 22115842

I am rejecting this response because: to this date, my HNL to *** round trip ticket for myself and my husband is still suspended even after paying for both tickets in full on my charge card in June. I have also attached this month's statement showing the only credit back to me was the overcharge by Barclays for $320.20 each. I have also submitted a complaint to the *************************** consumer fraud complaints.

Sincerely,

****************
Business Response
Date: 09/09/2024
***** *****************,

Our ********************* has provided an update with your chargebacks. An agent will be contacting you directly to ensure that your segments will be valid for travel in November on reservation 68K88B.

Mahalo,
******************************;
Customer Answer
Date: 09/09/2024

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:08/07/2024
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.
Travel Date: 7/20/24, HA22 HNL-SEA Incident: 240729-000450 - 10 days since filing, experienced a mechanical issue in HNL, upon arrival treated disgustingly by a member of your staff.In HNL, upon the 3 hr delay announcement, we asked gate agent about options. We were told to go to SEA and we will have more options. HA Employee ************** at SEA told us the agents in *** should have done something "there was nothing he could do, its late We said thats unacceptable. ***************** & said I dont get paid enough for this, if you have a problem with my service call this number and tossed pamphlets at us, and said he cant get into JetBlue website, and call JB and they can figure it out . I called JB and was told it was sold through HA, with a HA code, and there was nothing that JB could do. I returned to counter and asked **** speak to the representative, where he proceeded to cross arms, hide ID badge in jacket & walk away, saying I dont have to talk to anyone.The JB agent on speakerphone, said that there was nothing that she could do, no issues were detected, resulting in **** screaming at the JB agent that she was wrong and had no idea what she was talking about. I said were not getting anywhere, we need a hotel room **** then faked a phone call, hung up and said there are no hotels available and its summer, what do you expect. I asked where should we sleep, the floor for 4 days? he got irate and said dont put words in my mouth. This ended with him telling us to wait around until the desk opened at 5:45am to figure it out. We waited & got helped by the desk, with more issues. HA supervisor ***** handed our vouchers to another passenger, who refused to give to the hotel desk. We weren't made aware that this traveler had them, called ***** 5 times in 16 hours to inquire about them. Each time she made it seem that a HA employee dropped them off. I want reimbursement and a response regarding ***** behavior that comes before three weeks
Business Response
Date: 08/12/2024
Aloha ***************************,

We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your delay to ******** 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.

I know being delayed is never an ideal way to travel and we regret the inconvenience we've caused. It certainly has been a challenging past few weeks with our operations and frankly, it's not the experience we want to provide our guests. We need to get better and we've shared your experience with our Seattle Airport Operations Department for their review.

In recognition of your new flight, we'd like to refund your baggage fees and meal expenses totaling $126.75. Please provide us with a mailing address where you wish to receive this refund check. Note that processing time will take up to three weeks.

As a goodwill gesture for the poor service experience, we'll be issuing each of you a $200 Travel Voucher good for future travel with us. Please note that your Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 7-10 business days. We recommend that you add ************************************************* to your accepted email recipient list so the email is not misdirected to your spam folder.

The Travel Voucher is valid for one-year from the date of issuance (unless stated otherwise), non-transferable, has no cash value, and entitles the passenger named on the Voucher to a credit for the amount of the Voucher towards the purchase of any available Hawaiian Airlines published or web fares on www.HawaiianAirlines.com, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.

Thank you for choosing Hawaiian Airlines and we look forward to hearing from you.

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

Resolution Coordinator
Hawaiian Airlines, ***********************
Initial Complaint
Date:07/31/2024
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 traveled round-trip from *** (********, **) to *** (*******, **) on Hawaiian Airlines on Apr 22, 2024. Ticket cost = $2295.00 USD. I checked a single bag on my return flight at the Hawaiian front desk, watched them apply the standard tags/stickers and was given a baggage claim tag. Upon my arrival (return flight) to ************, I was among the first passengers to arrive at the baggage carousel before the bags started to appear. Once the carousel stopped, I realized there was a problem. The provided the Hawaiian Airlines baggage claim office my claim ticket and was informed that it was missing (didn't arrive) and was instructed to file a missing baggage claim. A week later, I contacted the baggage claim office and was informed that my bag never left HI and they would continue their search. Several weeks later, I contacted them again and was instructed to file a "Lost baggage reimbursement form". I followed their procedures and provided them with ample details involving my actions and contents of my baggage. 3 months later, I have yet to receive a formal response to my reimbursement claim following 2 separate inquiries. Given the circumstances, I feel that Hawaiian Airlines is completely responsible for the mishandling of my belongings. Furthermore, I'm shocked by the disrespect and lack of customer service demonstrated by both the Consumer Affairs and ************************** Specifically, their ridiculous baggage loss policies, poor claims communication and resolution and the disgraceful absence of understanding/empathy regarding the loss suffered by a first-class passenger due to their negligence. I have yet to receive any reimbursement or formal response to my claim as of July 30, 2024. Please note that receipts were provided and attached to my loss claim. Complaints against Hawaiian include baggage mishandling, delay, loss, failure to reimburse for claim loss, and a failure to provide a formal response to my loss claim. I'm seeking assistance with a resolution.
Business Response
Date: 08/15/2024
Message From Consumer Affairs
8/14/2024 - Case: CN-02044135

**************************** - ***************************

**********************************,

This is to acknowledge we received your complaint submitted to the Better Business Bureau (BBB).

Were sorry to hear about your lost baggage. Please note that our office does not handle baggage claims directly; these are managed by our Central Baggage Claims team. We have reached out to them on your behalf, and they have informed us that a final settlement offer will be sent to you via email.

Please continue to work with them directly, as our office does not have any influence or control over their process and policies.
Thank you for your patience and understanding.
Sincerely,
*********************

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Initial Complaint
Date:07/19/2024
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.
On April 4th, my wife and I booked four tickets for our family to fly from ******* to Lihue roundtrip (leaving 6/29 and returning 7/7) on Hawaiian Airlines (booking ref 5X8PZP) at a cost of $3,305 with the understanding (based on their website) that we could cancel the tickets and use the credits on a partner airline (JetBlue) later in the year if we were not able to go for some reason. Unfortunately, we did have to cancel but when we asked about how to use the credits on JetBlue, we were told that the best they could offer was a travel voucher that could only be used as part of a trip that includes a Hawaiian Airlines flight. This is not what we expected. Please give us credits that we can use on JetBlue without restrictions or issue a full refund. Thank you.
Business Response
Date: 07/30/2024
********************,

Our office acknowledges receipt of the complaint that you filed with the Better Business Bureau (BBB).

I'm sorry for any misunderstanding. and I'm also sorry to learn that you and your traveling party were unable to travel as scheduled. For guests who are unable to travel as scheduled, the unused value of their ticket may be applied as a travel credit toward the purchase of a new ticket. While there are no change fees, any applicable fare difference will be collected for the new flight. For wholly unused tickets, these tickets are valid for transportation for one year from date of purchase. This is noted in the fare rules that the purchaser agrees to prior to purchase. When you rebook your new flights, while they can include a codeshare partner-operated flight, they must also include a Hawaiian Airlines operated flight.

While we're unable provide "credits that we can use on JetBlue without restrictions," after reviewing your case and considering the circumstances, while your tickets don't qualify for a refund, we're offering to issue a refund of your tickets less a $200 service fee per ticket. Should you opt to proceed, $626.40 per ticket ($826.40 purchase price - $200 service fee) will be refunded to the original form of payment, which is the card ending in 9230.

I see that seat upgrades were also purchased. Should you opt to proceed with the refund, these fees ($67 x 2, $65 x 1, $63 x 1, $48 x 2) will be refunded in full to the original form of payment, which is the card ending in 9230.

Please let me know if you'd like to proceed with the refunds.

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

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office

From:************************************************************************
Sent:7/1/2024, 11:47 AM
To:******************
Subject:RE: CAO Email Us Contact / Customer - Case No.: ***********

Message From Consumer Affairs
7/1/2024 - Case: CN-02047331

*************************** - ******************
Re: ******/*******
******/**********
******/*******
***************************/*******

********************,

Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.

I'm sorry to learn that you and your traveling party were unable to travel as scheduled. For guests who are unable to travel as scheduled, the unused value of their ticket may be applied as a travel credit toward the purchase of a new ticket. While there are no change fees, any applicable fare difference will be collected for the new flight. For wholly unused tickets, these tickets are valid for transportation for one year from date of purchase. This is noted in the fare rules that the purchaser agrees to prior to purchase.

After reviewing your case, it sounds like you want us to transfer your travel credit to a travel voucher since "travel vouchers may be used to purchase tickets for newly booked travel reservations on Hawaiian Airlines or partner-operated (codeshare) flights." After considering your circumstances, we can do this, but I did want to point out that, when you're ready to redeem your travel vouchers, while your flights may include a codeshare (partner airline operated) flight, a Hawaiian Airlines flight would need to be included. The travel voucher cannot be redeemed for a flight entirely on a partner flight (as an example: for a jetBlue flight from *********** to ******). However, the travel voucher can be redeemed for an itinerary that includes a Hawaiian Airlines flight and a partner airline flight (as an example: ******** to *********** on Hawaiian and *********** to ****** on jetBlue).

If a travel voucher will help you, please let me know so we can issue you and your travel party a travel voucher in lieu of the current travel credits.

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

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office

From:******************
Sent:6/10/2024, 7:53 AM
To:************************************************************************
Subject:[NON-HA] CAO Email Us Contact / Customer - Case No.: ***********

************,

I am requesting on behalf of the guest *******; she claim that she saw on the website regarding with a cancelation information that she may rebook their flight with our partnership JetBlue if they will cancel a whole unused ticket purely Hawaiian Airlines flight. Have advise that our ticket has different information on it, but guest wants to have a travel voucher to use to book it to our partner Airlines since they can't no longer flight to ****** for personal reason, inform that it is subject for approval. ******* was advised with the different of travel voucher and travel credit.

5X8PZP
Business Response
Date: 07/30/2024
********************,

Our office acknowledges receipt of the complaint that you filed with the Better Business Bureau (BBB).

I'm sorry for any misunderstanding. and I'm also sorry to learn that you and your traveling party were unable to travel as scheduled. For guests who are unable to travel as scheduled, the unused value of their ticket may be applied as a travel credit toward the purchase of a new ticket. While there are no change fees, any applicable fare difference will be collected for the new flight. For wholly unused tickets, these tickets are valid for transportation for one year from date of purchase. This is noted in the fare rules that the purchaser agrees to prior to purchase. When you rebook your new flights, while they can include a codeshare partner-operated flight, they must also include a Hawaiian Airlines operated flight.

While we're unable provide "credits that we can use on JetBlue without restrictions," after reviewing your case and considering the circumstances, while your tickets don't qualify for a refund, we're offering to issue a refund of your tickets less a $200 service fee per ticket. Should you opt to proceed, $626.40 per ticket ($826.40 purchase price - $200 service fee) will be refunded to the original form of payment, which is the card ending in 9230.

I see that seat upgrades were also purchased. Should you opt to proceed with the refund, these fees ($67 x 2, $65 x 1, $63 x 1, $48 x 2) will be refunded in full to the original form of payment, which is the card ending in 9230.

Please let me know if you'd like to proceed with the refunds.

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

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office

From:************************************************************************
Sent:7/1/2024, 11:47 AM
To:******************
Subject:RE: CAO Email Us Contact / Customer - Case No.: ***********

Message From Consumer Affairs
7/1/2024 - Case: CN-02047331

*************************** - ******************
Re: ******/*******
******/**********
******/*******
***************************/*******

********************,

Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.

I'm sorry to learn that you and your traveling party were unable to travel as scheduled. For guests who are unable to travel as scheduled, the unused value of their ticket may be applied as a travel credit toward the purchase of a new ticket. While there are no change fees, any applicable fare difference will be collected for the new flight. For wholly unused tickets, these tickets are valid for transportation for one year from date of purchase. This is noted in the fare rules that the purchaser agrees to prior to purchase.

After reviewing your case, it sounds like you want us to transfer your travel credit to a travel voucher since "travel vouchers may be used to purchase tickets for newly booked travel reservations on Hawaiian Airlines or partner-operated (codeshare) flights." After considering your circumstances, we can do this, but I did want to point out that, when you're ready to redeem your travel vouchers, while your flights may include a codeshare (partner airline operated) flight, a Hawaiian Airlines flight would need to be included. The travel voucher cannot be redeemed for a flight entirely on a partner flight (as an example: for a jetBlue flight from *********** to ******). However, the travel voucher can be redeemed for an itinerary that includes a Hawaiian Airlines flight and a partner airline flight (as an example: ******** to *********** on Hawaiian and *********** to ****** on jetBlue).

If a travel voucher will help you, please let me know so we can issue you and your travel party a travel voucher in lieu of the current travel credits.

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

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office

From:******************
Sent:6/10/2024, 7:53 AM
To:************************************************************************
Subject:[NON-HA] CAO Email Us Contact / Customer - Case No.: ***********

************,

I am requesting on behalf of the guest *******; she claim that she saw on the website regarding with a cancelation information that she may rebook their flight with our partnership JetBlue if they will cancel a whole unused ticket purely Hawaiian Airlines flight. Have advise that our ticket has different information on it, but guest wants to have a travel voucher to use to book it to our partner Airlines since they can't no longer flight to ****** for personal reason, inform that it is subject for approval. ******* was advised with the different of travel voucher and travel credit.

5X8PZP
Customer Answer
Date: 07/31/2024

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,

*********************
Customer Answer
Date: 10/25/2024
We still have not received the credit card refund from Hawaiian Airlines as promised. It has been nearly three months.

Could you please follow up with them? Thanks.

Business Response
Date: 10/28/2024
Aloha *******,
I'm sorry for any misunderstanding, but in our email dated July 30, 2024, we presented our courtesy offer to you and asked that you let us know if you'd like to proceed with the refunds.
At this time, we'll go ahead and issue a refund of your four tickets ($626.40 each). We're also issuing a refund of your Preferred Seat fees: the breakdown is: $67 x 2, $65 x 1, $63 x 1, and $48 x 2. We will make every effort to process the refunds within the next 7 business days. For security purposes, the refunds will be issued to the card used for purchase.
Sincerely,
******* ***

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
**
Aloha *******,

********** acknowledges receipt of the complaint that you filed with the Better Business Bureau (BBB).

I'm sorry for any misunderstanding. and I'm also sorry to learn that you and your traveling party were unable to travel as scheduled. For guests who are unable to travel as scheduled, the unused value of their ticket may be applied as a travel credit toward the purchase of a new ticket. While there are no change fees, any applicable fare difference will be collected for the new flight. For wholly unused tickets, these tickets are valid for transportation for one year from date of purchase. This is noted in the fare rules that the purchaser agrees to prior to purchase. When you rebook your new flights, while they can include a codeshare partner-operated flight, they must also include a Hawaiian Airlines operated flight.

While we're unable provide "credits that we can use on ******* without restrictions," after reviewing your case and considering the circumstances, while your tickets don't qualify for a refund, we're offering to issue a refund of your tickets less a $200 service fee per ticket. Should you opt to proceed, $626.40 per ticket ($826.40 purchase price - $200 service fee) will be refunded to the original form of payment, which is the card ending in 9230.

I see that seat upgrades were also purchased. Should you opt to proceed with the refund, these fees ($67 x 2, $65 x 1, $63 x 1, $48 x 2) will be refunded in full to the original form of payment, which is the card ending in 9230.

Please let me know if you'd like to proceed with the refunds.

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

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office

From:************************************************************************
Sent:7/1/2024, 11:47 AM
To:***************************
Subject:RE: CAO Email Us Contact / Customer - Case No.: ***********

Message From Consumer Affairs
7/1/2024 - Case: CN-02047331

******* ****** - ***************************
Re: ******/ANDREAS
******/**** R
******/*******
******* ******/*******

Aloha *******,

Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.

I'm sorry to learn that you and your traveling party were unable to travel as scheduled. For guests who are unable to travel as scheduled, the unused value of their ticket may be applied as a travel credit toward the purchase of a new ticket. While there are no change fees, any applicable fare difference will be collected for the new flight. For wholly unused tickets, these tickets are valid for transportation for one year from date of purchase. This is noted in the fare rules that the purchaser agrees to prior to purchase.

After reviewing your case, it sounds like you want us to transfer your travel credit to a travel voucher since "travel vouchers may be used to purchase tickets for newly booked travel reservations on Hawaiian Airlines or partner-operated (codeshare) flights." After considering your circumstances, we can do this, but I did want to point out that, when you're ready to redeem your travel vouchers, while your flights may include a codeshare (partner airline operated) flight, a Hawaiian Airlines flight would need to be included. The travel voucher cannot be redeemed for a flight entirely on a partner flight (as an example: for a jetBlue flight from *********** to ******). However, the travel voucher can be redeemed for an itinerary that includes a Hawaiian Airlines flight and a partner airline flight (as an example: ******** to *********** on Hawaiian and *********** to ****** on jetBlue).

If a travel voucher will help you, please let me know so we can issue you and your travel party a travel voucher in lieu of the current travel credits.

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

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office

From:***************************
Sent:6/10/2024, 7:53 AM
To:************************************************************************
Subject:[NON-HA] CAO Email Us Contact / Customer - Case No.: ***********

Aloha ***,

I am requesting on behalf of the guest *******; she claim that she saw on the website regarding with a cancelation information that she may rebook their flight with our partnership ******* if they will cancel a whole unused ticket purely Hawaiian Airlines flight. Have advise that our ticket has different information on it, but guest wants to have a travel voucher to use to book it to our partner Airlines since they can't no longer flight to ****** for personal reason, inform that it is subject for approval. ******* was advised with the different of travel voucher and travel credit.

5X8PZP
Customer Answer
Date: 02/04/2025
Hawaiian Airlines,

Thank you for your assistance in resolving this matter. On 10/31/24, we received refunds for $626.40 x 3 + $67 + $65 + $63 + $48 + $46.

Could you please complete the promised refunds? We are still waiting for one more refund of $626.40 and one more refund of $67.

Business Response
Date: 02/24/2025
Aloha *******,
My apologies for the delay and I thank you for bringing this to my attention. $626.40, $67, and $48 were processed for a refund on our end on February 21, 2025. The credits should post to your account sometime this week.

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

Resolution Coordinator
Hawaiian Airlines, ***********************
Customer Answer
Date: 02/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Please thank Hawaiian Airlines for their help in this matter.
Sincerely,

**** ******
Initial Complaint
Date:07/18/2024
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.
Flight Information:Flight Number: HA 44 Date of Flight: June 16, 2024 Confirmation Code: 5BUFU3 Issue Description:One of our checked luggage was broken upon arrival. We immediately confirmed this damage with an employee at the Hawaiian Airlines airport. Following the employee's instructions, we contacted Hawaiian Airlines Consumer Affairs. Our reference number for this issue is 240617-000872, and we created this case on June 17, 2024, at 07:29 PM. It has been over a month, and we have yet to receive any response from Hawaiian Airlines.Desired Resolution:We are seeking reimbursement for the damaged luggage case.We request that the BBB assist us in resolving this matter promptly, as Hawaiian Airlines has not responded to our multiple attempts to seek a resolution.
Business Response
Date: 07/22/2024
Message From Consumer Affairs
7/22/2024 - Case: CN-02055497

Jitong Qi - ******************

Qi/Jitong
Bai/Yuanlu
Confirmation Code: 5BUFU3

Aloha Mr. Qi,

This is to acknowledge receipt of your submitted complaint to the Better Business Bureau regarding your recent travel experience. We appreciate your patience and apologize for the delay while awaiting our response as we work through our backlog. Regrettably, our office has not received any previously submitted complaints from you. I'm sorry to hear about your checked baggage damage upon arrival in ************ on June 16, 2024. As a customer, you are our valued guest, so theres never an acceptable excuse when you receive poor service.

To resolve your issue, I have forwarded your case to our *********************************** 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 ************ daily from 8:00 a.m. to 4:30 p.m. (Hawaii Standard Time), 7 days a week, including holidays, or email: **********************************.

We appreciate and thank you for your patience in this matter. Take good care.

******,
*****************************

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Tell us why here...
Initial Complaint
Date:07/17/2024
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 July 15th I paid $433.20 for airfare, and $85.00 for baggage, for a Hawaiian Airlines flight from OGG Maui HI to ONT ***********The business offers a main cabin seat selection upgrade (as the attached picture indicates). I paid extra for seat selection on my flight. Whenever attempting to choose my seat the app would notify unable to select seats, please contact customer service at **************. I contacted customer service and was notified that they couldnt select the seats on their end as well due to computer issues The customer service agent notified that they would block seats 6A and 8A out for me by the time I reached the airport gates. Upon reaching the airport I was notified these seats were never saved and was randomly given seats.I never received the service I paid for and would like to report this event of fraud as well as seek refund for this service.The amount of $433.20 was paid for a fraudulent service that was not provided.
Business Response
Date: 07/29/2024
Aloha ******************,

We received your inquiry to the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience.

It certainly feels like we're not upholding the values at Hawaiian Airlines and providing you with the ho'okipa our guests expect and we should deliver. Clearly that didn't happen with how your reservation was handled. We need to get better and we'll only get better with feedback like yours. Seats are made available on a first-come, first-serve basis, 330 days in advance of the flight date. Some seats are held for assignment on the day of departure to accommodate customers with special needs. The earlier in advance that you book your flights, the better your chances are of getting your preferred seating.

In recognition of your seat assignment experience, we'll be refunding the ticket difference of $50 back to the travel agency. Please allow up to three weeks for the refund to process. After this time, your travel agency will contact you.

Thank you for choosing Hawaiian Airlines.

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

Resolution Coordinator
Hawaiian Airlines, ***********************

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