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.
133 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/25/2024
Type:Delivery 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.
Date of transaction: 06/25/24 2 round trip, main cabin refundable tickets were purchased flying out of *** to ********. I requested a refund on the tickets, and was denied. The representative stated there were 'restrictions' on my ticket. But my email confirmation states no restrictions, and it states the tickets are refundable. Hawaiian Airlines policy on their website also states that the Main Cabin Refundable tickets can be refunded if requested within 24 hours. I made my request for a refund within the 24 hour time limit. Yet my refund is being denied.
Business Response
Date: 07/01/2024
************************* - *************************
RE: 5PGI9C

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

We've received your message from the BBB. On behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. As customers, you're our valued guests so there's never an acceptable excuse when you receive poor service.

While your original ticket fare rules from your purchase in February advised that the tickets are nonrefundable, as a one time courtesy, we'll be processing a refund of your reservation back to the form of payment. We will make every effort to process refunds within seven business days. The refunds will be reflected on your next credit statement.

Thank you for choosing Hawaiian Airlines.

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

Resolution Coordinator
Hawaiian Airlines, ***********************
Customer Answer
Date: 07/01/2024

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:06/23/2024
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.
7/29/2023 Flight got cancelled to ******* due to staffing issues. Said we would be reimbursed for car rental and hotel. Emailed twice for reimbursement never heard anything back. Flight ticket number 35Q7J3.
Business Response
Date: 06/28/2024
From:************************************************************************
Sent:6/28/2024, 5:03 PM
To:******************************
Subject:RE: [NON-HA] Re: Hawaiian Airlines CAO - Case No.: CN-01956164

Aloha Christian,

You're welcome. Please note that we received your complaint submitted to the Better Business Bureau (BBB) today. We will respond to the BBB to inform them that your matter has been resolved.

Mahalo!

From:******************************
Sent:6/28/2024, 8:02 AM
To:************************************************************************
Subject:[NON-HA] Re: Hawaiian Airlines CAO - Case No.: CN-01956164
Sounds great thank you very much for the help !

Sent from Yahoo Mail for iPhone
On Friday, June 28, 2024, 10:58 AM, Hawaiian Airlines: *********************** <************************************************************************> wrote:
************************,

Thanks for providing the requested information. Please allow approximately 20 business days for the $669.18 reimbursement to get processed to your account. If you don't see the deposit after this time, please let me know so I can follow up with our accounting team.

Yes, 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.

I appreciate your continued patience and cooperation in this matter.

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

Resolution Coordinator
Hawaiian Airlines, ***********************
Customer Answer
Date: 06/28/2024

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:06/20/2024
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 flew from ************************ (LAX) airport to ******************************************************** with Hawaiian airlines. I paid $75 to have my surfboard transported one way and the boards value is $1,600. The board was wrapped in bubble wrap, cardboard was placed on the nose and tail for protection, it was all taped with heavy duty packing tape, and placed inside a cushioned protective travel surfboard bag. The Hawaiian Airlines representative at LAX assured me the board was packed perfectly and there would be no issues. Baggage handlers extensively damaged the nose and 4 areas on the rails. My wife and I saw the board thrown out from the oversize luggage area. If the surfboard is not fixed water will leak into the foam and completely destroy the board. The board was almost in perfect condition before traveling with Hawaiians Airlines and I have videos and pictures to prove it. I was told by a Hawaiian Airlines baggage handling representative to send emails with pictures to ********************************** and call ************. *** sent multiple emails with pictures of the damage sustained along with pictures demonstrating how the board was packed and protected. Hawaiian Airlines refuses to return my emails or phone calls and has not been pleasant on the phone. Now Im extremely worried about bringing my board home on the return flight and there is no way for me to communicate with the representative. I request compensation for damaged sustained and Hawaiian Airlines to communicate with me.
Business Response
Date: 06/27/2024
Message From Consumer Affairs
6/27/2024 - Case: CN-02050700

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

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

Mahalo for your patience as you were awaiting our response. Our office acknowledges receipt of the complaint that you filed with the Better Business Bureau (BBB).

Were sorry to hear about the damage to your surfboard. To resolve your issue, we have forwarded your case to our *********************************** and their manager for review. If you would like to follow up on the status of your case, contact *************** Services directly at ************ daily from 8:00 a.m. to 4:30 p.m. (Hawaii Standard Time), 7 days a week, including holidays.

I appreciate the time that you've taken to contact us.

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

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Customer Answer
Date: 06/27/2024

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. However, I've been unable to find a professional who can fix my surfboard in the vicinity where I live. If I'm unable to get my surfboard repaired it may need to be replaced at the full value which is around $1,600.

Sincerely,

*************************
Initial Complaint
Date:06/18/2024
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.
I contacted customer service to change my flight to the next day and was told they had a flight available for me at no extra charge. I moved forward with rebooking my flight and altered all my travel arrangements irreparably. Then I got the confirmation email stating they had only moved my flight to a later time the same day. I alerted the agent who then said they only had first class seats available on the flight the following day and I would be charged $94. I wouldnt have changed all my travel plans having known this. They apologized for the mistake but said the fee could not be waived. I would like to be refunded for the misinformation and inconvenience. Reservation Confirmation 5EGMPZ
Business Response
Date: 06/24/2024
*******************************,

Thank you for your patience with our response to you. 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. We appreciate and value all of our guests and should make them feel that they are appreciated. Clearly that didn't happen with your how your reservation was handled. We need to get better and we'll only get better with feedback like yours.

For the error, we'll be refunding the $94 fare difference back to the card used for payment. We will make every effort to process refunds within seven business days. The refund will be reflected on your next credit statement.

Thank you for choosing Hawaiian Airlines.

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

Resolution Coordinator
Hawaiian Airlines, ***********************
Initial Complaint
Date:06/17/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought 3 comfort seat ticket seats on Hawaiian Airlines on my outbound flight, flight #5MQP22 and 5MM64G on 6/12 upgraded to business class on our outbound flights using miles on 6/14. Since I upgraded, I wanted to use my extra comfort for my return flight instead. I understand the cost for extra comfort is non refundable when i made the upgrade but was told I could email Hawaiian Air COA which I did. The response I got was that the cost is non refundable and non transferable and to refer to their terms and conditions. I dont understand why Hawaiian Airlines cant make this accommodation and be flexible with their customers. Extra comfort seats are charged separately from the fare of the flights so not sure why we cant use it on the return flight. Again, I wasn't asking for a refund but to simply change it to my return flight. It seems to me that the their fare rules and terms are strictly unjust.
Business Response
Date: 06/18/2024
RE: 5MQP22, 5MM64G

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

We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. As customers, you're our valued guests.

Unfortunately, our Extra Comfort seats are nontransferable and only for the flight purchased. We recognize your frustration with our policy and have shared your feedback with our *********************** Managers for their review.

In recognition of your upgrade on flight 827, we'll be refunding the three Extra Comfort upgrades back to the card used for payment. We will make every effort to process refunds within seven business days. The refunds will be reflected on your next credit statement.

Thank you for choosing Hawaiian Airlines and we look forward to welcoming you on board.

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

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office

Customer Answer
Date: 06/18/2024

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:06/14/2024
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.
While on a flight home from **** after flying for more than three hours we were told we were having technical issues and would be rerouted. This scared my children and me and we did not get any updates. Upon landing we were back in ****. The issue was not technical just a angry customer. Next we wait around for hours for updates and when we're would possibly leave. From that the fiasco isssued a voucher. The voucher was for 100 and had an expiration date. I reached out to hawaiian because the vouchers would not cover a trip and had to be used in a year. I can't afford to go to ****** twice in a year. They then combined it under one of our traveling group which is me. When I tried to use it it have a remaining amount. This remaining amount can't be used for anyone but me but once I use it I forfeit the remaining balance. This is just not fair or right. There is so much more.but I trying to condense it down to the issue at hand. Also within days after travel airlines are now required to reimburse passengers. They also did not issue the voucher until I physically inquired about them/it
Business Response
Date: 06/17/2024
Aloha,

Please note that your new $500 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.

Regards,
***********************************

From:********************
Sent:6/4/2024 4:48 PM
To:************************************************************************
Subject:[NON-HA] Re: Message from Hawaiian Airlines, ************************* CN-02041024

CAUTION: This email originated from outside of the organization.
Do not click links or open attachments unless you recognize the sender and know the content is safe.
Report suspicious messages to ********************************.

Please just put it under my name *******************.
Yahoo Mail: Search, Organize, Conquer
On Tue, Jun 4, 2024 at 5:18 PM, Hawaiian Airlines: Consumer Affairs Office
<************************************************************************> wrote:
Message From Consumer Affairs
6/4/2024 - Case: CN-02041024

******************* - ********************
RE: 2OU429

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

Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, I'm sorry to learn about your return to ******** due to an unruly guest. At Hawaiian Airlines, the safety of all on board is our highest priority and we apologize for any inconvenience this has caused.

When such delays arise, we have guidelines in place that govern how we compensate our guests. We take into account how long the delay lasted and when the delay occurred. Our guidelines allow us to provide consistent treatment for all of our guests.

As a courtesy, we can have the voucher amounts combined and issued to one guest. Please provide us with the name of the guest matching their government issued ID you'd like the new voucher issued to and we can continue with your case.

Thank you for choosing Hawaiian Airlines.

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

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office

Customer Answer
Date: 06/17/2024

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 if there is not an 1 year expiration date and I wouldn't lose any difference.

Sincerely,

*******************
Customer Answer
Date: 07/08/2024
I've not recieved the replacement voucher as of yet and didn't see it in spam. There is not a time-frame for it being sent. I think I need to reopen the case.
Business Response
Date: 07/17/2024
From:************************************************************************
Sent:7/17/2024, 10:29 AM
To:********************
Subject: RE: RE: [NON-HA] Re: Message from Hawaiian Airlines, ************************* CN-02041024

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

This is to confirm that we received a message from the Better Business Bureau (BBB) advising that you reopened the case because you have not received the travel voucher. Please note that the original voucher was emailed with delivery confirmed on June 6, 2024. ************************ resent the travel voucher information with a new PIN on July 11, 2024, with delivery confirmed the same day.

We are resending the travel voucher email with yet another new PIN today. Please be aware that the two previous vouchers have been voided since a new PIN is generated each time we resend the voucher information to you, for security purposes. To ensure you receive this email, please add ************************************************* to your accepted email recipient list so it doesn't get misdirected to your spam folder.

Please note that you do not forfeit any remaining balance, so if you redeem the $500 travel voucher for a ticket that costs $400, the remaining amount on the voucher is $100 and good until the expiration date of the voucher (June 6, 2025).

Thank you for contacting us and for the opportunity to assist you.

Respectfully,
********************
Assistant Manager
***********************
Customer Answer
Date: 07/26/2024
I responded to the business I'm unable to respond to the message. I let them know I no longer wish to go back and forth they do not wish to give a certificate without expiration And when I tried to use it to see if it will work I'd does not. As explained to them originally I do not plan to travel by 2025 . Travel is expensive. They do not wish to help.
Initial Complaint
Date:06/12/2024
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 bought a ticket from ******** to ***** with booking reference 5HLOR7 and ticket number ************* on December 4, 2023. Less than a week later, after receiving notice from my doctor that I could not travel due to health reasons, I contacted Hawaiian Airlines and provided them with the necessary information. On the phone, I was told that since this is a refundable ticket I would receive the refund in the full amount in the credit card I used. However, after checking my credit card I have yet to receive the refund after over half a year. I have called the airline multiple times, and each time I was told to remain patient and wait for a refund.
Business Response
Date: 06/17/2024
*****************************************,

We've received a notification from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. As a customer, you're our valued guest and I can certainly empathize with your circumstances.

In recognition of your request, we'll be refunding your ticket back to the card used for payment. We will make every effort to process refunds within seven business days. The refund will be reflected on your next credit statement.

Thank you for choosing Hawaiian Airlines.

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

Resolution Coordinator
Hawaiian Airlines, ***********************
Initial Complaint
Date:06/10/2024
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.
During one of flights on Hawaiian Airlines, their flight attendants promoted the Hawaiian Airlines credit card. They said that if I apply for their credit card I would get ****** Hawaiian Miles. They said that with the ****** Hawaiian miles, I could get two round-trip tickets to the **********. Because of this statement, I did apply for and received their credit card. Today, I tried using my Hawaiian miles to purchase two roundtrip tickets from ******** to ***********. The mount of miles that I needed for EACH ticket was ****** Hawaiian Miles, NOT the ****** miles they promised during their sales pitch on the airline flight I was on. By the way, I frequently fly, six times a year on Hawaiian Airlines and the sales pitch is always the SAME, " You are able to get two roundtrip tickets to any destination on the west coast." Obviously they are not being honest with the airlines customers.
Business Response
Date: 06/17/2024
Aloha ***********************,

We've received your message from the BBB on June 14. 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.

Reservations are made available up to 330 days in advance through our *********************** or on our website directly. All flight reservations using mileage are subject to the availability of award seats for each award level. If the award seat capacity for the lower award level has been reached, guests can redeem award travel on the next available level. Our HawaiianMiles award chart can be found here, with award levels starting at ****** HawaiianMiles. If you have any other questions, please call our *********************** at **************.

Thank you for choosing Hawaiian Airlines.

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

Resolution Coordinator
Hawaiian Airlines, ***********************
Customer Answer
Date: 06/18/2024

Complaint: 21830735

I am rejecting this response because:
Thay ignored or chose not to respond to the issue that their flight attendants said that "you can get two round trip tickets to the west coast..." if you apply for their credit card. I just want what they promised. Also I did go online to their webpage and could not get one way tickets to the West Coast for ****** miles. *** amount needed was ****** miles for a one way ticket!!!
Sincerely,

***********************
Initial Complaint
Date:06/02/2024
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.
I hope this message finds you well. I am writing to formally submit a complaint against Hawaiian Airlines regarding a bait-and-switch incident involving their companion discount.On June 24, I attempted to book a flight using Hawaiian Airlines' companion discount. According to the terms and conditions provided by the airline's chat service, I was instructed to use Miles/Points for the primary ticket purchase and apply the companion discount to the second ticket using dollars. Despite following these instructions, I encountered significant issues.When I tried to apply the companion discount as directed, I was informed that the discount could not be used as a dollars purchase with just one ticket. This directly contradicts the information provided by Hawaiian Airlines, and I was unable to secure the discounted rate for the companion ticket as promised.I contacted Hawaiian Airlines' customer service to resolve the issue, but despite multiple attempts, the representatives were unable to provide a satisfactory solution or honor the advertised discount. This experience has caused considerable frustration and inconvenience, as I had planned my travel based on the availability of this companion discount.I believe this situation constitutes a classic bait-and-switch tactic, where the airline explained a discount under specific conditions via live chat, only to refuse honoring it when those conditions were met. This is misleading and unfair to customers who rely on such promotions for their travel plans.I request that the Better Business Bureau investigate this matter and take appropriate action to ensure that Hawaiian Airlines honors their advertised promotions and provides clear, accurate information to their customers. Additionally, I seek a resolution to my specific case, including the application of the companion discount as originally advertised.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue.Sincerely,*******************
Business Response
Date: 06/03/2024
*************************,

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

Guests with an active Hawaiian Airlines World Elite Mastercard are eligible to receive a single one-time 50% discount toward one published full coach round-trip fare for a companion. The one-time 50% companion discount offer is good for 13 months from the time the account is opened. Based on your address provided in the BBB message, we see that your credit card associated to the HawaiianMiles account, ********* was closed on September 14, 2023. If you have another HawaiianMiles account number, please provide us with this information and any six-digit confirmation code of your reservation. You can provide these supporting documents in a reply to continue with your case.

Thank you for contacting Hawaiian Airlines.

Sincerely,
***********************************
Customer Answer
Date: 06/03/2024

Complaint: 21792821

I am rejecting this response because:

Here is the confirmation #s as requested.

The flight confirmation # is 5V8SRU

This is under my wifes name and you will find her flight. Mine I was told to book separately and that is 5VJY54

We missed our 50% off not knowing it was capped to 13 months as staffing doesnt explain that information. Another reason we are very frustrated. We had nothing but issues trying to use mine which is why I cancelled mine. We were trying to give your company another chance but we are completely losing faith in the customer service.

Hoping the confirmation #s allow you to look the information.

Sincerely,

*******************
Business Response
Date: 06/17/2024
Aloha,

Mahalo for your patience. We've reviewed your calls and booking session and heard that our agents advised that you're not able to use the discount if booking your ticket with HawaiianMiles.

Thank you again for contacting Hawaiian Airlines.

Regards,
******************************;

From:*******************************
Sent:6/4/2024 8:03 PM
To:************************************************************************
Subject:Re: [NON-HA] Re: Message from Hawaiian Airlines, ************************* CN-02046003

CAUTION: This email originated from outside of the organization.
Do not click links or open attachments unless you recognize the sender and know the content is safe.
Report suspicious messages to ********************************.

You have completely ignored the original complaint.

Please re-read original complaint. This was all regarding how we were advised by staff to book the tickets to use the $100 companion discount to then spend hours finding out we are not getting it. You have all the records to see everything as well.

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

On Jun 4, 2024, at 10:34?AM, Hawaiian Airlines: *********************** <************************************************************************> wrote:

? Aloha,

Your wife was enrolled as a card member on September 30, 2022 and the companion discount has expired 13 months from the opening date. The instructions and companion discount information is provided in the terms and conditions mailed with the card. The discount would also normally be applied to full coach roundtrip fares, not award tickets.

Mahalo,
***********************************

From:*******************************
Sent:6/3/2024 5:40 PM
To:************************************************************************
Subject:[NON-HA] Re: Message from Hawaiian Airlines, ************************* CN-02046003
CAUTION: This email originated from outside of the organization.
Do not click links or open attachments unless you recognize the sender and know the content is safe.
Report suspicious messages to ********************************.

The flight confirmation # is 5V8SRU

This is under my wifes name and you will find her flight. Mine I was told to book separately and that is 5VJY54

We missed our 50% off not knowing it was capped to 13 months as staffing doesnt explain that information. Another reason we are very frustrated. We had nothing but issues trying to use mine which is why I cancelled mine. We were trying to give your company another chance but we are completely losing faith in the customer service.

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

On Jun 3, 2024, at 3:56?PM, Hawaiian Airlines: *********************** <************************************************************************> wrote:

?
Message From Consumer Affairs
6/3/2024 - Case: CN-02046003

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

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

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

Guests with an active Hawaiian Airlines World Elite Mastercard are eligible to receive a single one-time 50% discount toward one published full coach round-trip fare for a companion. The one-time 50% companion discount offer is good for 13 months from the time the account is opened. Based on your address provided in the BBB message, we see that your credit card associated to the HawaiianMiles account, ********* was closed on September 14, 2023. If you have another HawaiianMiles account number, please provide us with this information and any six-digit confirmation code of your reservation. You can provide these supporting documents in a reply to continue with your case.

Thank you for contacting Hawaiian Airlines.

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

Resolution Coordinator
Hawaiian Airlines, ***********************
Customer Answer
Date: 06/18/2024

Complaint: 21792821

I am rejecting this response because:
The issue here is your looking at all the responses back n forth after I actually booked the tickets. My first time messaging with someone is what I am referring to. Not any of these messages The first person suggested that we purchase my wifes ticket with points and then mine using the promo code they have provided. I get what your saying after I booked the tickets however, that was not how it was suggested to process everything. My point is in General things did not go smoothly and the customers experience with your service does it matter so if that is how you want to leave things that is your choice

Sincerely,

*******************
Customer Answer
Date: 06/18/2024

Complaint: 21792821

I am rejecting this response because:
The issue here is your looking at all the responses back n forth after I actually booked the tickets. My first time messaging with someone is what I am referring to. Not any of these messages The first person suggested that we purchase my wifes ticket with points and then mine using the promo code they have provided. I get what your saying after I booked the tickets however, that was not how it was suggested to process everything. My point is in General things did not go smoothly and the customers experience with your service does it matter so if that is how you want to leave things that is your choice

Sincerely,

*******************
Initial Complaint
Date:05/20/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been researching prices for over a week and the price remain the same at $538.40. As soon as I try to check out, it gives me and error message the price is not available try again, so I can try again and the price goes up to $540. then I get the same message. So I try again and the price is now $623.40. They say fares vary and the reason is my fare was grabbed by another passenger I am not booking a round trip, it is highly unlikely some is booking the same multi -cities that I am . Now an hour and 1/2 later the price went back down. So now that 3 of booked at the same time there are less seats but the price goes down,
Business Response
Date: 05/21/2024
Message From Consumer Affairs
5/21/2024 - Case: CN-02042680

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

Aloha Ms. ******,

The Hawaiian Airlines *********************** has received your inquiry from the Better Business Bureau regarding the fare changes during the booking of your reservation.

Upon our review of your inquiry, we do not see any information to assist us with our investigation. For us to continue with your case, we will need some assistance from you. We will need your reservation information, such as reservation record locator, ticket numbers, flight numbers, and travel dates. Please send the information to ************************************************************************ and add CN-02042680 to the Subject line.

We look forward to hearing from you with the information.

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

Resolution Coordinator
Hawaiian Airlines, ***********************
Customer Answer
Date: 05/21/2024

Complaint: 21738096

I am rejecting this response because: I am submitting the information requested. My reservation number was 5NS3C2. The names that were on the reservation was ***********************, ********************* and ***********************. Travel dates were 8/19/24 ******** to LAX and return 8/25/24 PDX to ******** for a total of $1870.20. I was talking with customer on text and no one told me I could cancel my reservation and rebook in fact they told there would be a fee if I cancelled which is not true as I called customer service, and they ended up cancelling my trip and rebooking because the price went down. Initially I was told that it was the same and I told the representative that in I was online right now and its lower, it is amazing that a little after I book the price goes lower. I finally was able to rebook same flights with confirmation number 5OQBT7 for a cost of $1681.20 for a credit of $189. But I have to wait to receive my refund on my first reservation which is okay because I just happen to pay off my Hawaiian Airlines card, other people you guys do this to, *** not have the funds to pay for two trips. I am still seeking a reimbursement as the first time I went on to book the price was $538. Because Hawaiian unethical way I spent most of my day dealing with this issue. I spent over 3 hours texting with a representative who cuts a pasted responses as I finish my text and it sent me to a new representative who word for word gave me the exact response as the previous representative and I spent almost an hour getting my flight cancelled and rebooked. Also, this is not the first time I encountered this problem, but I believed your agent the first time as it was a direct flight that many people might book, but when this happened a second time and it being highly unlikely someone is booking my exact flight as me, I had to speak up about the unethical practices of Hawaiian Airlines and mind you I am a ****** resident and prefer to fly Hawaiian but if these practices continue I *** have to look else were. I would like some compensation for all the troubles I had to go through and would also prefer if you or some who can resolve this issue to call me. I can also provide the text messages from your agents, who gave me lame generic responses.

Sincerely,

***********************
Business Response
Date: 05/30/2024
Message From Consumer Affairs
5/30/2024 - Case: CN-02042680

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

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

We are sorry that you're still displeased with our response, as we have informed you the tickets have been voided and you were not charged. Also, we have provided you with information as to the reason you did not receive the fare as other customers were booking the same flight during your booking process. Also, the fares *** fluctuate, as other customers *** cancel their reservation or make changes that open up the lower fares.

Since your reservation and tickets were voided, you *** continue to search for lower fares with Hawaiian Airlines or any other airlines you choose.

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

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office

From:**********************
Sent:5/23/2024 3:55 PM
To:************************************************************************
Subject:RE: RE: [NON-HA] CN-02042680

This is why I asked to speak to someone one the phone. I know what happen and I know I seen and did.

Taryn

-------- Original message --------
From: "Hawaiian Airlines: ************************ <************************************************************************>
Date: 5/23/24 8:52 AM (GMT-10:00)
To: **********************
Subject: RE: RE: [NON-HA] CN-02042680

Message From Consumer Affairs
5/23/2024 - Case: CN-02042680

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

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

Thank you for your response, our *********************** has informed us the reservation and tickets that you purchased were voided on May 21, 2024. This means that your ticket charge was canceled through the reservation system and your credit card provider will show the voided tickets on their end.

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

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office

From:**********************
Sent:5/22/2024 3:26 PM
To:************************************************************************
Subject:RE: [NON-HA] CN-02042680
I will wait for them to call me, but that is a lie..why did the fare go back down not even a hour later. You guys use that as an excuse to jack ************* And after talking to several people you guys have done that to them too. I want to see proof that others booked before me. Not some cut out from your website.

Taryn

-------- Original message --------
From: "Hawaiian Airlines: ************************ <************************************************************************>
Date: 5/22/24 3:04 PM (GMT-10:00)
To: **********************
Subject: RE: [NON-HA] CN-02042680

Message From Consumer Affairs
5/22/2024 - Case: CN-02042680

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

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

Thank you for the information, since this is still an active reservation, the ********************** will need to contact you directly regarding your fare situation. We have since contacted our Web Support to view your booking history and they have informed us that during your booking online, other people were also booking the same flights, and booked the lower fares before you completed your booking. The message that you received is the same information that we are providing you. You *** review the attachment that you received.

We have provided our ********************** with your **************, please allow them some time to review your case, and contact you directly via phone. Please add the Hawaiian Airlines phone number ************** to your phone so you know it is coming from Hawaiian Airlines.

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

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office

From:**********************
Sent:5/21/2024 5:53 PM
To:************************************************************************
Subject:[NON-HA] CN-02042680

First of all, I want to say I responded through the BBB, but per your instructions I am sending my response to this email.

I am rejecting this response because: I am submitting the information requested. My reservation number was 5NS3C2. The names that were on the reservation were ***********************, ********************* and ***********************. Travel dates were 8/19/24 ******** to LAX and return 8/25/24 PDX to ******** for a total of $1870.20. I was talking with a customer service rep on text and no one told me I could cancel my reservation and rebook. In fact they told me there would be a fee if I cancelled which is not true as I called customer service, and they ended up cancelling my trip and rebooking because the price went down. Initially I was told that it was the same and I told the representative that in I was online right now and its lower, it is amazing that a little after I book the price goes lower. I finally was able to rebook the same flights with confirmation number 5OQBT7 for a cost of $1681.20 for a credit of $189. But I have to wait to receive my refund on my first reservation which is okay because I just happened to pay off my Hawaiian Airlines card, other people you guys do this to, *** not have the funds to pay for two trips. I am still seeking a reimbursement as the first time I went on to book the price was $538. Because of the Hawaiian unethical way I spent most of my day dealing with this issue. I spent over 3 hours texting with a representative who cut a pasted response as I finished my text and it sent me to a new representative who word for word gave me the exact response as the previous representative and I spent almost an hour getting my flight cancelled and rebooked. Also, this is not the first time I encountered this problem, but I believed your agent the first time as it was a direct flight that many people might book, but when this happened a second time and it being highly unlikely someone is booking my exact flight as me, I had to speak up about the unethical practices of Hawaiian Airlines and mind you I am a ****** resident and prefer to fly Hawaiian but if these practices continue I *** have to look else were. I would like some compensation for all the troubles I had to go through and would also prefer if you or some who can resolve this issue can call me. I can also provide the text messages from your agents, who gave me lame generic responses.

--
Taryn
Customer Answer
Date: 05/30/2024

Complaint: 21738096

I am rejecting this response because: again, yes, the ticket was voided because about an hour later I went back on to the Hawaiian website and the price went down to the lower price of the 2nd time I tried to book. So, I reached out to customer service who cancelled my reservation and rebooked it for me at the lower cost, but this cost is still not as low as my first initial time I tried to purchase. I was lucky because I could afford to have two charges over $1500 on my credit card and wait for one to be refunded, not everyone can do that. This is ridiculous that airfares change as you are booking, and then one hour later the price drops back down after we paid for the higher price. I have not had this experience with any other airlines. Someone needs to look into Hawaiian Airline practices of jacking up prices and then lowering them within a hour.
Sincerely,

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

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