Complaints

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

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  Hawaiian Airlines, Inc.

  Honolulu, HI 96820

• 

  Hawaiian Airlines, Inc.

  3375 Koapaka St Ste G350 Honolulu, HI 96819-1804

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

• Initial Complaint

  Date:07/17/2024

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

• Initial Complaint

  Date:07/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I obtained a ********* Hawaiian Airlines master card ending in 6602 in May 2024, and was supposed to receive a companion discount code to get 50% off on a companion ticket. I booked the passage conf # **P3JV and the cost of the companion ticket was $281.40 Finally, a month or so later, I received the companion discount code HACARD50P9MPN4J but too late to apply to the travel. In that HI Air took so long to get me the companion code, I ask as a courtesy that they apply it to the **P3JV travel which is set for travel in September 2024. My HI air rewards # is *********

  Business Response

  Date: 07/19/2024

  Message From Consumer Affairs
  7/19/2024 - Case: CN-02055495
  RE: 52P3JV
  
  Aloha ******************,
  
  The Hawaiian Airlines *********************** has received an inquiry from the Better Business Bureau for your 50% eCertificate discount.
  
  We understand you had already purchased your tickets and then received the promotion discount code.  We have retrieved your reservation 52P3JV and found that you purchased Main Cabin Basic tickets that do not qualify for the 50% eCertificate discount due to these tickets being discounted already.
  
  However, we have spoken with the ********************** manager, and he has allowed the discount to be used.  He has refunded the ticket for ***************************** $281.40 and he had to use the discount 50% eCertifcate for the ticket and recharge the credit card for $159.40 at the discounted amount.  The transactions and the refund should show on your credit card 6602 in 7 - 10 business days.  The reservation record locator is still the same and nothing else has changed.
  
  Thank you for your inquiry to be addressed. 
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 07/23/2024

   
  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.   I understand that our reservation # remains the same and we still fly together and may be seated together.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flight Tickets were purchased in 2023 for a vacation but had to be cancelled due to the fires on Maui. Hawaiian Airlines told us not to cancel our trip because our dates were more than 30 days out of the fire. We had to cancel because we could not financially afford it anymore (lodging was going to be free before the fires). Finally got credits after a back and forth with them and all I want to do now is extend the credits expiration so I can plan a trip to use them but they said I have to wait until the credits expire to request an extension. If Hawaiian Airlines wasn't so limited in flight locations I could have used them to visit family in ********* or ********** by now.

  Business Response

  Date: 07/21/2024

  Message From Consumer Affairs
  7/21/2024 - Case: CN-02054971
  
  *********************** - **********************
  Confirmation code: 52MSTU
  
  
  *****************************,
  
  This is to acknowledge that we received your complaint to the Better Business Bureau.
  Im sorry to learn of the challenges youre experiencing in trying to get your tickets extended. As **** mentioned in her response to you on July 12, 2024, the tickets are set to expire on July 25, 2024. Unfortunately, our system does not allow us to extend expiration dates.
  Based on your situation, and as a one-time exception and courtesy, I will be issuing both you and ******* a $921.00 travel voucher each, which can be used towards a future flight on Hawaiian Airlines. The travel vouchers will expire one year from the date issued. However, please note that you can book travel up to 330 days in advance.
  Please note that your Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5-7 business days. To ensure you receive this email, please add ************************************************* to your accepted email recipient list so it doesn't get misdirected to your spam folder.
  
  Thank you for your understanding and continued loyalty to Hawaiian Airlines. 
  
  Respectfully,
  ********************
  Assistant Manager
  Consumer Affairs Office
  
  

  Customer Answer

  Date: 07/22/2024

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

• Initial Complaint

  Date:07/11/2024

  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.

  Im a student and purchased an airline ticket from ***** to ************* from Hawaiian Airlines to return from my study abroad. Had to purchase July 21, 2023 to prove I had a return ticket for ************* in July. Flight was Dec 21, 2023. Flight time was also changed by HA and did not match end of school date and time. Hawaiian issued a credit, good for one year. Called them up July 10, 2024 and attempted to use credit and they said travel had to *start* within a year. They cant (wont) work with me on this. $717.95 is a lot of money for a student. Its as if I paid $717.95 to a business and they said well youre out of luckthem not providing any service or product to me. Unethical and I feel like Ive been robbed. I will reluctantly accept a credit into the future, however, again being a student a refund would be best.

  Business Response

  Date: 07/12/2024

  ****************************,
  
  Thank you for your patience with our response to you. We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. 
  
  All nonrefundable tickets are valid for one year from the date of issuance and we see that it is set to expire on July 19. In recognition of this, we'll be issuing you a Travel Voucher in exchange for the ticket amount, good for future travel with us. Please note that your $717.95 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.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:07/09/2024

  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.

  **********/ *****,12/21/2022 I had a Scheduled flight from ******** to ******** *********** for a Family Members 21st Birthday that coming Saturday, with my Daughter, Son and His Girlfriend. Booking Reference (GBIFJN)Ticket #'s:1732192013244.1732190003414.1732190003413.1732192013247.as we were checking in the Agent asked if we had filled out the NZeTA online form at a cost of $52.00USD? we had Know Idea what that was, the Agent explained we needed it filled out prior to being allowed to Enter ***********, he showed us the Website details told us to move aside and fill it out, the Site didn't work!!! an hour later it was announced doors were now closed... Next flight out was Saturday (NOT an Option) I was forced because this "Newly required" Form made us Miss our Departure Flight, I had No other option but to Book with Air New Zealand to Fly us All the Next Day, we used the Return portion of the Flight Reservation to return to ********. ANZ Tickets 1 way cost me $6,268.00 the rest of my refund request is the Departure portion of the Reservation for HON to ANZ. While in ** I checked in on the Hawaiian Airline Booking Website and saw this!! NZeTA (Issued) Thursday "22" DECEMBER 2022 / 10:00AM NZDT YOU MUST REQUEST AN NZeTA BEFORE YOU TRAVEL (@#&%*). I've tried 4 times to contact Hawaiian Airlines through their 3rd ***************************** Language Barrier (Terrible) I did however receive a small refund portion of $2643.00 which I worked it out to be for only (1) ticket. In all my Years (25+) flying with Hawaiian Airlines I have to say is always a good experience, I'm just seeking a refund and will always continue to use them. Mahalo PS: Unfortunately this form will not allow me to attach supporting documents, if needed please provide me a way of getting these documents to you.

  Business Response

  Date: 07/11/2024

  Message From Consumer Affairs
  7/11/2024 - Case: CN-02053456
  RE: GBIFJN
  1732192013244  - *******/NGATOKOTORU
  1732192013245  - *******/TAMANUI KAULANA
  1732192013246 - *******/*************************
  1732192013247 - *******/********************
  
  Aloha Mr. ******************* Hawaiian Airlines *********************** has received your inquiry from the Better Business Bureau regarding your refund request.  We regret to hear about the challenges you faced during check-in at *****************
  
  We understand that you did not secure a New Zealand Electronic Travel Authorization (NZ ETA) before travel and needed to apply for one at the airport, and received notification approval the next day after your scheduled flight with Hawaiian Airlines.  Please note that each passenger desiring transportation across any international boundary will be responsible for obtaining all necessary travel documents and for complying with all government travel requirements. The passenger must present all exit, entry, and other documents required by the laws, and, unless applicable laws provide otherwise, shall indemnify the carrier for any loss, damage, or expense suffered or incurred by reason of the passenger's failure to do so. Hawaiian Airlines is not liable to the passenger for loss or expense due to the passenger's failure to comply with this provision.
  
  Upon our review of your tickets above, we show the round trip tickets were exchanged for a one-way return flight from *********** to ********, and when the tickets are exchanged from a round-trip to one-way tickets, any unused portion of the tickets is forfeited with the reissue of the tickets.
  
  Thank you for allowing us the opportunity to respond to your concerns.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21966564
  
  I am rejecting this response because: I thoroughly and cordially explained in detail the event that unfolded Hawaiian airlines did NOT post the NZeT requirement on their website until 12/22/2022 my flight was scheduled for 12/21/2022, the only way for my family and I to be able to make our family event was to fly on the next flight to *********** and that was with Air New Zealand the next day. If I thought in anyway shape or form thought I was at fault I wouldn't writing this at all, but to Hawaiian Airlines Negligence I was forced to pay out of my pocket.
  
  Sincerely,
  
  Nga Numanga

• Initial Complaint

  Date:07/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to make a reservation using Hawaiian Airlines voucher but it didn't work out even after several attempts. This bad practice must be corrected.Hawaiian Voucher Number **************** exp 1/24/2025 I want my money back. The amount is $500.

  Business Response

  Date: 07/17/2024

  Message From Consumer Affairs
  7/17/2024 - Case: CN-02053176
  
  Hyun *********** - *********************
  RE: Travel Voucher
  
  
  
  **********************,
  
  We received your complaint to the Better Business Bureau and thank you for reaching out and bringing this to our attention.
  

  We apologize for the inconvenience you experienced while attempting to use your travel voucher. To rectify this issue, we are resending the voucher with a new PIN.
  

  If for any reason you have trouble with redeeming the new voucher, please contact our Reservations team at ************** for assistance. 
  
  Respectfully, 
  ********************
  Assistant Manager
  Consumer Affairs Office

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21948135
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****************

   

  There is no time or place to send new vouchers and passwords.

  Customer Answer

  Date: 07/26/2024

  *****

  ???? ?????. ?? ???? ?????

  .

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ticket number: ************* Hawaiian airlines owes me $1,498. I originally booked for last year and the flights ended up being cancelled. I tried to get a refund at that time, they would only let me re-book the flights. Only problem is customer service told me the wrong information and when i went to rebook, i was unable to do so. Hawaiian airlines then finally agreed to refund me. Yet the refund amount was short $400 and I made them aware that the payment they issued would bounce as that card has been inactive for a year now. It has taken a month and many many emails to get someone to respond. The hawaiian airlines customer service said that she would transfer me to someone on the team that could help. Its now been two weeks and no new emails from the people who are supposed to help me. Hawaiian airlines has stolen my refund and it has been impossible to just talk to SOMEONE who can take my new card info and resend my refund! I'm absolutely thinking about taking this to claims court if it isn't resolved. Hawaiian airlines owes me $1,498!! Their customer service is horrendous. Ive been told misinformation every single time ive been on the phone with them.

  Business Response

  Date: 07/18/2024

  ***********************************,
  
  Our office also acknowledges receipt of the complaint that you filed with the Better Business Bureau (BBB).
  
  As previously advised, once a refund has been issued, we can't process it again unless the refund is rejected by your financial institution.  To date, the refunds weren't rejected by your financial institution.
  
  Ticket number: 1732301406120
  Processing date: June 6, 2024
  Amount: $374.50 - a partial refund was erroneously processed
  Back to the card ending in: 4657
  ***:  74717054158871583937537
  
  Ticket number: 1732301406121
  Processing date: June 6, 2024
  Amount: $749
  Back to the card ending in: 4657
  ***:  74717054158871583937545
  
  Ticket number: 1732301406120
  Processing date: July 17, 2024
  Amount: $374.50 - this is the remainder that is due
  Back to the card ending in: 4657
  ***:  74717054199871993941146
  
  Depending on your financial institution, once the merchant processes the refund, it should post to the account in approximately 3-5 business days.  When a financial institution accepts a refund from a merchant, they provide the merchant with an Acquirer Reference Number (***) as confirmation.  I'd recommend that you speak to the department that handles credit disputes at your financial institution and provide them with the *** number so they can track the refund.  After speaking with your financial institution, if you are still unable to locate the credit, please file a dispute for non-receipt of credit with your financial institution.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  From:************************************************************************
  Sent:7/9/2024, 7:22 AM
  To:***********************************
  Subject:RE: Hawaiian Airlines Reservations: Refund - Other | CN-02049587
  
  
  Message From Consumer Affairs
  7/9/2024 - Case: CN-02049587
  
  *************************************************************************
  
  ***********************************,
  
  Mahalo for contacting us.
  
  Our records show that the refunds were processed.  Once a refund has been issued, we can't process it again unless the refund is rejected by your financial institution.  To date, the refunds weren't rejected by your financial institution.
  
  Ticket number: 1732301406120
  Processing date: June 6, 2024
  Amount: $374.50
  Back to the card ending in: 4657
  ***:  74717054158871583937537
  
  Ticket number: 1732301406121
  Processing date: June 6, 2024
  Amount: $374.50
  Back to the card ending in: 4657
  ***:  74717054158871583937545
  
  Depending on your financial institution, once the merchant processes the refund, it should post to the account in approximately 3-5 business days.  When a financial institution accepts a refund from a merchant, they provide the merchant with an Acquirer Reference Number (***) as confirmation.  I'd recommend that you speak to the department that handles credit disputes at your financial institution and provide them with the *** number so they can track the refund.  After speaking with your financial institution, if you are still unable to locate the credit, please file a dispute for non-receipt of credit with your financial institution.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  From:***********************************
  Sent:7/5/2024, 7:59 AM
  To:************************************************************************
  Subject:[NON-HA] FWD: Hawaiian Airlines Reservations: Refund - Other | CN-02049587
  
  It's been over a month now trying to get this refund from hawaiian
  airlines. Who can i talk to about getting my refund sent to my current
  card? I have tried with the bank to see if they could turn that specific
  card and account back on but they cannot. So i have no other option but to
  get this refund sent to my new one.
  
  Please connect me with someone who can assist me with this. I cannot simply
  just give up on not getting back $1,479

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21946554
  
  I am rejecting this response because: the amount i am owed via refund for each ticket is $749. I am hashing out the refund dispute now with my bank. But if the refunds were processed for only $300 something, that is wrong and needs to be adjusted by you people. I did not get to use these tickets, no flights were taken. I deserve my 100% refund amount back for the total of $1,498. You people screwed me out of rebooking my flights, sent the refund without talking to me first, sent it in the WRONG amount, and have lead me on a wild goose chase for over a month instead of telling me exactly what was said here. None of the information here was told to me over the past month of emailing. I am not satisfied with hawaiian airlines. Next time i want to go on vacation it will NOT be through you guys. Fix my refund.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/01/2024

  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.

  Dear Hawaii Airlines Customer Service,I hope this message finds you well.My name is **** Le, and I am writing to express my disappointment and concern regarding a recent experience with your airline. My Hawaii Airline Miles number is *********, and my flight number is HA43 from ************ to **** on Sunday, June 30.I paid $198 for an upgrade to extra leg room for both myself and my friend, and we were assigned seats in row 16. However, upon arriving at the gate, we were informed by a gate agent that these seats had already been sold out, despite having received a confirmation email for the upgrade. When I presented the confirmation email, the gate agent, particularly one lady, was unresponsive and dismissive, asking if we wanted to board the flight or not in a manner that I found very unprofessional.As a frequent traveler and a businesswoman, I generally choose to fly with United Airlines and Southwest Airlines. This was my first experience with Hawaii Airlines, and it has left me very disappointed.Given the inconvenience and distress caused, I would like to request the following:1. A formal apology from upper management regarding this incident.2. A full refund of the $198 paid for the upgrade that was not honored.3. An upgrade to a higher class for my return trip tickets, for which I have already paid for an upgrade as well. If I do not receive a response or satisfactory resolution, I will be compelled to contact the ********** of ************** and the Better Business Bureau (BBB) to file a formal complaint or ********** of ************** Thank you for your prompt attention to this matter. I look forward to your response.Sincerely,**** Le

  Business Response

  Date: 07/01/2024

  RE: 3NJUO8
  
  Aloha **** Le,
  
  We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your seat assignments to ********* We understand that you reserved your seat assignments before departure and expected to have those seats.
  
  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. We appreciate and value all of our guests and should make them feel that they are appreciated. Clearly that didn't happen with how your reservation was handled. We need to get better and have shared your experience with our *********************** Managers for their review.
  
  In recognition of your new seat assignments, we'll be refunding the two upgrades for flight 43 back to the card used for payment. We will make every effort to process refunds within seven business days. The refunds will be reflected on your next credit statement.
  
  As a goodwill gesture for the inconvenience, we'll be issuing each of you a $100 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.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:06/30/2024

  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.

  Hawaiian Airlines has made it so hard to find past credits and use them to book flights. It used to be in our online portals and would even ask us if we would like to apply them at check out. You have to have all the information such as date traveled and ticket numbers and such. So it can be found but you have to go find all the other info. I called thinking I could get assistance from their customer service **** and they told me they cannot assist me without all of the information. So if I cannot find the past information, or if I accidentally deleted it, I guess Im out of luck and lost my money. Im highly disappointed at their lack of transparency and Im guessing this is a way for them to keep our money.

  Business Response

  Date: 07/01/2024

  *******************************,
  
  We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your web experience. 
  
  Guests attempting to exchange an unused ticket for future travel must provide the unused ticket information when calling our Reservations Department. From there, an agent will apply the ticket value towards your new flight. All tickets are good for travel up to one year from the date of issuance. To retrieve any valid trip, please enter your information under our My Trips page. All past dated flight information can be accessed in HawaiianMiles. Receipts are available up to 3 months after your date of travel or date of purchase.
  
  Guests attempting to redeem a Travel Voucher, normally issued for a flight delay at the airport or compensation from ************************ can redeem the Travel Voucher by following the instructions here. 
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  

• Initial Complaint

  Date:06/30/2024

  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,On May 28, 2024, I purchased a set of 4 refundable, main cabin (not the "saver") tickets from the Hawaiian Airlines (confirmation number = 52YR6F, each ticket = $331.64 or total cost of $1,326.56) using a set of 4 Hawaiian Airlines travel vouchers (each voucher = $330.00 or total voucher credit = $1320.00) and my credit card (each ticket was charged the remaining balance of $1.64 or total charge of $6.56). On May 30, 2024, I found out that two of the travelers would not be able to travel so I canceled the trip on the same day. My credit card was refunded immediately, but my travel vouchers were not. I contacted the Hawaiian Airlines customers service team a couple of times during the week following the trip cancellation to get more info, but was told to wait 7 to 10 business days to get the vouchers back. On June 11, 2024, I called the Hawaiian Airlines customers service team again for potential escalation and found out that the my travel vouchers had been expired between my trip cancellation date (May 30) and my last call to the Hawaiian Airlines customers service team (June 11, Case Number = CN-********) and they would not be refunded. It did not seem fair to get my travel vouchers expired while waiting for the travel voucher refund, and the Hawaiian Airlines customers service team representative seemed to agree; I was told to submit an online request for refund. I submitted the online refund request form on June 11, 2024 (and again on June 18, 2024), but I have received no response or no confirmation that the Hawaiian Airlines have received my request. I have contacted the Hawaiian Airlines customers service team, but have been repeatedly told that they could not help and my option was to simply fill out the online form again. As of this BBB submission (June 30, 2024), I have not heard anything yet so I am submitting this request to see if this would help. Thank you for your time and consideration.

  Business Response

  Date: 07/02/2024

  Message From Consumer Affairs
  7/2/2024 - Case: CN-01908237
  
  ***************** - ***********************
  HONG/****/*****/******/******
  
  Aloha ************,
  
  The Hawaiian Airlines *********************** has received your inquiry from the Better Business Bureau (BBB)  regarding the canceled reservation 52YR6F and the refund request for your tickets.  We see your tickets were refunded; however, the $330.00 Travel Vouchers you used for the tickets were not reissued.
  
  We are issuing you each a new $330.00 Travel Voucher, good for future travel on Hawaiian Airlines. Please note that your Travel Voucher, 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.
  
  Sincerely,
  ***********************
  Hawaiian Airlines

  Customer Answer

  Date: 07/02/2024

   
  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,
  
  *****************