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: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 booked a basic economy ticket on Hawaiian Airlines on May 31st from HNL to LAX. Seats are assigned at the gate. Whenever I go into my booking, I get an option to purchase a seat for $151 dollars. On my app, seats are shown as sold or blocked off as in unavailable. These seats are shown are purchasable on Hawaiian's website. On the app, available seats are prices at $151 but on the website purchasing the same ticket, the price is $59 for the same seat. Is this a valid pricing scheme?

  Business Response

  Date: 05/21/2024

  *************************** - *********************
  
  Aloha ******************,
  
  We've received your message from 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.
  
  We apologize for any confusion you experienced. We've reviewed your booking sessions through our app and website. Both domains show the same available seats and price per seat. They were unable to locate any available seats displayed at $59. If you have any other questions, please let us know or call our *********************** at **************. 
  
  Thank you for choosing Hawaiian Airlines and we look forward to serving you in your future travels.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:05/19/2024

  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 received a Hawaiian Airlines gift card as a gift for my 70th birthday for $500 from my friend 2 years ago. I tried to purchase a flight to ****** with this gift card and I was informed the gift card expired! The back of the gift card states that the card cannot expire and additionally under CA law its illegal to allow funds to expire. I have never used this card before in fact I scratched off the pin for the first time to use the card to buy the tickets last week. I contacted Hawaiian airlines and was on the phone with them for 40 minutes and they could not resolve my issue. They escalated the problem to their supervisor who was supposed to call me back in 3 days and did not. Im trying to book my vacation and the ticket prices are rising! It is now more expensive than it was when I tried to book the flight. I requested that they freeze the price for me and they denied me. I am demanding that they fix the issue with my $500 gift card and that they honor the ticket price of $800 for two round trip flights for SJC to ********. That was the price I was supposed to be able to buy my flight had their gift card worked as it was supposed to.

  Business Response

  Date: 05/21/2024

  Message From Consumer Affairs
  5/21/2024 - Case: CN-02042518
  
  ********************* - **************************************
  
  ****************,
  
  Mahalo for your patience as you were awaiting our response.  Our office acknowledges the complaint that you filed with the Better Business Bureau (BBB).
  
  In order me to check on the status of your gift card, could you please provide me with the full gift card number for reference?  In addition, could you also let me know the routing and travel dates of the reservation that you're trying to book?  Also, please let me know how many seats you're trying to purchase.  Once we get the gift card issue situated, I'll arrange for an agent to contact you to assist you with booking.
  
  I appreciate your attention to this matter.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21733770
  
  I am rejecting this response because the case is not closed. I already emailed your customer service this photo but Im sharing it again.

  This is the gift card I received the number is *******************

  ********

  I received this gift card two years ago but I only scratched off the pin when I was trying to book the flight. Its never been used there should still be the $500 on there. The website states its expired funds.

  Please remedy this.

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

  Business Response

  Date: 06/10/2024

  Message From Consumer Affairs
  6/10/2024 - Case: CN-02042518
  
  ********************* - ************************
  
  ***************************,
  
  I understand that you've been in contact with an agent in our Reservations Department. 
  
  After initially reviewing your case, it looks like there may have been an error with the gift card being loaded by ******.  It appears that, while the purchaser may have paid a $xx amount to be loaded on the gift card, ****** issued the gift card with a $0 balance.  If you could please provide the information below, it may help us to research this case further. 

  
  Could you please provide the name of the person who purchased the gift card?
  Please provide the ****** location that the gift card was purchased at.
  If possible, please provide a date range that the gift card was purchased?

  I know this has been frustrating, and I truly appreciate your continued patience and cooperation.  However, since this gift card wasn't purchased directly through us, we need to conduct a more in-depth investigation.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

  
  

• Initial Complaint

  Date:05/18/2024

  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.

  Good Morning. I purchased tickets to **** on April 6, 2024. I do not know what happened but I somehow purchased them for the wrong dates. I fly often and have never done this. Apparently I bought tickets that are non-exchangeable. I understand this but I did ask if I could pay to upgrade my tickets to the next highest level to be able to then change the dates and they still refuse to let me do this. I'm not asking for anything FREE. I am willing to pay another $600 or more to fix the problem but they said all I can do is cancel and forfeit my tickets. I think it is absolutely inhumane to allow someone to have chest pains, sleepless nights, and major anxiety over the thought of having to forfeit over $2,700 in tickets and have to pay about $3,000 more in tickets. I purchased 6 airline tickets for $461.40 each. That is not chump change. Can you please work with Hawaiian Airlines to try and resolve this issue? I would greatly appreciate it. I am asking from a middle class hard working citizen to a huge multi million dollar corporation to help me out. Thank you!

  Business Response

  Date: 05/21/2024

  Message From Consumer Affairs
  5/21/2024 - Case: CN-02042149
  
  *************************** - ******************
  
  Confirmation Code: 65HKRO
  Ticket #************* (Addisyn)
  Ticket #************* (****)
  Ticket #************* (Skylar)
  Ticket #************* (******)
  Ticket #************* (******)
  Ticket #************* (Tallia)
  
  Aloha ******************,
  
  We received the complaint that you filed with the Hawaii Better Business Bureau and started working on your case.  We truly appreciate your patience while awaiting our reply.
   
  Thank you for taking the time to explain the situation regarding your tickets listed above.  We note the reservation booked under confirmation code 65HKRO was for Main Cabin Basic fare tickets.  This fare was introduced to give us the ability to offer our guests a wide spectrum of travel options to address their unique travel needs.  While these fares are our most affordable option, they are also highly restrictive.  Tickets are not changeable and are nonrefundable once issued.  When a Main Cabin Basic fare is selected on hawaiianairlines.com during the booking process, a window pops up to advise customers about these restrictions and must be acknowledged before the purchase is completed.
  
  That being said, as a courtesy based on our review of your case and in keeping with your request, we have asked our ****************** to reimburse the cost of each ticket, namely $461.40, back to the credit card used for payment ending in 1670.  Well make every effort to process the refunds within seven business days.  However, please allow up to 30 business days due to an extremely high volume of requests.  The transactions will be reflected on the cards next credit statement or the one thereafter, depending on the billing cycle.
   
  We're glad we had the chance to find out about your experience and address your concerns.  We sincerely thank you for choosing to travel with Hawaiian Airlines and look forward to serving you and your family on your next flight when your plans allow.
  
  ********************
  
  *********************
  Resolution Coordinator
  Consumer Affairs
  Hawaiian Airlines

  Customer Answer

  Date: 05/21/2024

   
  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:05/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pualani reservation desk split my reservation for my wife and I into two separate booking numbers when it was booked under one reservation. When I checked into my flight using my pualani platinum status I was unable to upgrade my wife to extra comfort which is a benefit of being pualani platinum. When I called the pualani reservation desk they instructed me to go to the airport in person to resolve the issue. I then proceeded to the airport only to be told that I arrived a day early and to come back tomorrow, three hours prior to departure but there is no guarantee that my wife could be upgraded. If the customer service rep did not intentionally split my reservation into two separate reservations then this would not be an issue as I could upgrade both of our seats online 24 hours in advance. This is the second time their customer service has screwed up my reservation. The first time, resulted in me having to book another one way flight from narita to ****** because they couldn't find my ticket number. I am reporting this business because it seems that they have malicious intent to create errors in order to have passengers pay more.

  Business Response

  Date: 05/30/2024

  Email Message
  CN-02042148
  
  
  From: Hawaiian Airlines: *********************** (*************************************************************************
  To: ***********************
  Subject: Message from Hawaiian Airlines, *********************** - CN-02042148
  Date: 5/20/2024 1:41 PM
  Body:
  Message From Consumer Affairs
  5/20/2024 - Case: CN-02042148
  
  ******************* - ***********************
  
  
  
   
  *************************,
  
  Mahalo for being a Pualani Platinum member!
  
  Thank you for taking the time to contact us. We're sorry to hear about your and your wife's recent travel expereince with us. Our office has received your complaint to the Better Business Bureau (BBB) for a response.
  
  In order for us to proceed with your case, please provide us with your wife's name, date of travel, flight information and or confirmation code. We look forward to your reply.
  
  ******,
  *********************************** ***
  
  Senior Resolution Coordinator
  ***********************
  

• Initial Complaint

  Date:05/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter was supposed to go with me and her mom moved with her and is not allowing me to see her. Here is the court order stating that she is supposed to go and the open contempt hearing for her taking off with my daughter. Unfortunately, the Hearing is not scheduled till after the flight returns. They wont refund me.

  Business Response

  Date: 05/17/2024

  RE: 5SRRJF
  
  Aloha ****************,
  
  Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, I'm sorry to learn that your daughter is unable to travel to ****. As a customer, you're our valued guest and I can certainly empathize with your circumstances. 
  
  In recognition of your circumstances, we'll be refunding your daughter's ticket back to the form of 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, Consumer Affairs Office
  
  

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we arrived at the airport (1 pm, 3:25 scheduled departure) boarding was supposed to start at 2:40 pm. Hawaiian Airlines crew kept delaying it and saying that the issue is with one of the plane bathrooms. Then, they rescheduled the flight for 7:15 pm. Closer to 7:15 pm they rescheduled it again for 10:15 pm and finally admitted that the issue was with them not having a crew to fly. They knew it, but kept telling that the issue is with the bathroom.So to summarize:- Flight was delayed for 7 hours - I (**********************) and my partner (*********************************) remained hungry since both of us are vegans and there were simply no other options at the airport except for some beans - Since we arrived later, our transfer from the airport got canceled so we had to take Uber for $70+- Both of us had to take an extra day off on our jobs We should be compensated for this flight

  Business Response

  Date: 05/20/2024

  RE: ***********/ULADZISLAU, *********/******
  
  ****************************,
  
  Thank you for your patience with our response to you. 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 months with our operations and frankly, it's not the experience we want to provide our guests. I see it was necessary to delay your flight due to maintenance and subsequent crew rest. This occurs when the crew was working longer than scheduled. Federal Regulations require that flight crews have a specific number of hours to rest. Essentially, our pilots need to rest to safely operate the aircraft safely and with good judgement, and our flight attendants need to be alert to ensure the safety of our guests. 
  
  Finding a replacement crew within a limited amount of time can be difficult, and the alternate solution was to delay the flight to ensure federal compliance. While we realize this may inconvenience our passengers, we will not operate a flight until we've met all **************** safety requirements.
  
  Although we dont offer special meals on board, guests who have special dietary restrictions are welcome to bring their own meals. We do recommend you visit the Transportation *********************** (TSA) website to learn about foods that aren't allowed through the security checkpoint. We need to get better and we've shared your experience with our Airport ********************* for their review.  
  
  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. Each guest will receive 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:05/14/2024

  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 17, 2024, I booked a flight for my husband and me from HNL-FUK for Nov. 20, 2024. . PNR 678IJM. Ticket numbers 173 2306540444/173 ***********. We booked our flight in coach class and used 45K miles per person to upgrade to business class. Hawaiian Airlines canceled their non-stop flight from HNL-FUK on November 20, 2024, but didn't bother to let us know. I couldn't locate our reservations so I called Hawaiian Airlines (*******) and found out about the cancellation. He said he could rebook me for the day before on November 19, 2024, but he could not honor my 45K mile upgrades, although they still have business class seats available. I reached out to Hawaiian Airlines through email and Kade (V110576) basically said I can refer to their contract of carriage that states schedules subject to change without notice. They also said I can file a claim AFTER I take my flights for extra charges I incurred. My husband and I are both Pualani Platinum members and I just want them to rebook us on November 19 in business class since they cancelled our business class tickets on Nov. 20. We will already have to incur an extra day of hotel accommodations since our family members from ******** and ******** are meeting us on Nov. 21 as previously scheduled.

  Business Response

  Date: 05/16/2024

  *********************** - ***************
  RE: ******/***** ****, ******/***** K
  
  Aloha ***********************,
  
  Your complaint to the BBB has been received by our office for a response. We appreciate your patience awaiting our reply. We see you were affected by a schedule change, and we apologize for any inconvenience this change may have caused you. We see that we notified you of the schedule change on May 13, 2024. 
  
  We understand that we removed HA 827, HNL to ***, for November 20, 2024 from our schedule. After you contacted us, we offered to accommodate you on HA 827 on November 19, 2024. We understand that you originally redeemed ****** HawaiianMiles for Business Class upgrades per person for the flight on November 20, 2024. When our agent offered to accommodate you on November 19, 2024, we understand that the mileage redemption for Business Class upgrades was higher at ****** miles per person. Our agent incorrectly quoted you this higher amount to confirm you in Business Class for the new travel date. We truly apologize for this and our agents have been coached. 
  
  Since writing in, we see that we assisted with accommodating you on HA 827 for travel on November 19, 2024. We honored the original Business Class upgrades redemption. We appreciate the opportunity to address your concerns. Thank you for choosing Hawaiian Airlines and for your loyalty as a Pualani Platinum member. We look forward to welcoming you both on your future flight with us. 
  
  Sincerely,
  
  *******************
  Senior Resolution Coordinator
  Consumer **************

  Customer Answer

  Date: 05/17/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/12/2024

  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 May 10, 2024 I attempted to book 3 First Class tickets for my family. I made it all the way to the check out and payment section, inputting a travel voucher ($300) we had as well as my Hawaiian Mastercard # for payment of the remaining balance. The system reported an error with my payment and to check with the issuer, I called Hawaiian Mastercard and check everything was great was told to retry to checkout, I did and got a error message that the booking could not be made and to call reservation to make. I called to make the reservations, after 45 minutes to get my information in and the flight (also it was so hard to hear to associate there was so much background noise it was very difficult to get assistance), I was told that my voucher has no value and has been used. I informed them that I just tried to use it and in the checkout it did show the correct value. That in the process of trying to check out it must have accepted the voucher. another 45 minutes I am still waiting on hold with no hope. during this time the fare increased $400 a ticket meaning now I will have to pay an addition $1,200 to keep my travel plans. I checked and my credit card does in fact show multiple attempts (pending) charges in the amount of $3,901 which was the total less the $300 voucher, there are no other trips on our accounts, and it shouldn't be that hard to verify that the voucher was not in fact used on a valid ticket. I have been told that my reservation is held (reservation Code 5YW7FN - and should get a call with the next 24 hrs. I am very nervous as my other accommodations are pending the tickets. I called back on 5/12 after 48hrs of waiting ( was told I would be contacted by this time, and I wasnt) and was now told this matter is still under investigation and I should hear back in 3 days. It is extremely frustrating as all other travel plans are on hold, as cancellation and fees would be incurred. Prices continue to increase, and waiting is costing much time and money.

  Business Response

  Date: 05/13/2024

  RE: 5YW7FN
  
  ******************************,
  
  We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. As HawaiianMiles members, you're our valued guests so there's never an acceptable excuse when you receive poor service. 
  
  I've reviewed your reservation and see that your ticket prices have been held. A new $300 Travel Voucher will be applied to the reservation and an agent will be contacting you to confirm all flight and payment details. If you have any other questions, please let us know. 
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 05/14/2024

   
  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:05/05/2024

  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.

  Hawaiian Airlines advertises Book now, change if you need to without a fee. However, this is not really true. The airline has two different sets of fares for their flights, one for flights booked online via the airline website, and another for flights booked via their call center. If you book a flight online, then later need to make a change, you will be required to make the change via the call center as they do not offer changes online. You will also be charged the fare difference between the online only price and the call center price, with the call center fares being higher than the online ones. The airline is basically disguising change fees in the form of fare differences you must pay to change the flight. Consumers should be aware of this and not be persuaded by their false advertising in booking flights when their plans are subject to change thinking that they can later make a change without paying a fee, which simply is not true.

  Business Response

  Date: 05/06/2024

  *******************************,
  
  We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your disappointment with our ticket Fare Rules. 
  
  Guests making each change on all nonrefundable tickets will not incur any change fees, however any fare difference will be collected. The value of the new ticket must be equal or higher than the value of the original ticket. Additional information about our tickets can be found here. 
  
  We provide several options that offer lower fees or no fees if you have to change your flight:
  Purchase a fully refundable ticket with no change restrictions whatsoever
  ******************************* which lets you change or refund your tickets in the event of a specific set of unforeseeable conditions. Please read the limitations of this coverage before purchasing.
   Request a change fee waiver if you have to change your travel plans because a loved one has died or has been hospitalized.
  
  We appreciate the opportunity to respond to you. Thank you again for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21670148
  
  I am rejecting this response because:
  

  Yes, I understand changing a flight will require paying the fare difference between the old and new flight, and I dont have any issues with this. The problem is that Hawaiian Airlines is using two different sets of fares, one for online web purchases, and one for call center purchases. If you purchase a flight online and need to make a change, then you must pay more than the fare difference between the old and new flights. If you purchased the ticket online, you must pay the difference between the old online fare, and the higher call center fare. I asked two of your call center agents why the fares they were quoting were higher than listed online and they stated that the fares listed online are special fares only for new tickets online. If I want to make a change, I have to pay the difference between the original online fare and the higher call center fare for the new flight. The amount is significantly more (several hundred dollars) than if I were to get a refund for the old flight and go online to your website and purchase a new flight. So yes, technically you are not charging a change fee however changes include hidden costs and you basically are indirectly charging a change fee in the form of a higher fare system to make the change via the call center using the call center prices.This is nothing more than deceptive advertising concerning no change fees, and this should be removed from your website.
  

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

• Initial Complaint

  Date:05/04/2024

  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 30th I was checking to Hawaiian Airlines flight 51 to ********. I had one checked bag and carryon and a personal item. The person at the desk stated the checked bag was overweight it was 28kgs. I proceed to take a number of items out of the bag which state 27kgs removed additional stuff for the second and third time the scale still set at 27kgs. The desk agent tried another scale still 27kgs. The supervisor was very rude because I had enough I jus paid for the overweight bags. The supervisor at the desk ask me to put my carry on on the Hawaiian airlines advertisement and state the carry one was too big and th3 my personal item. Will not fit under the seat . So I now had to check the carryon when I got on the plane there were passengers with much bigger carry on luggage than the one I had. Attached is a picture showing my personal item fit under the seat and it wasn't an duffel bag as the agent at the gate. I would like my 50 dollars refund because it's clear the scale was not working I cannot remove items from the checked bag 3 times and the bag was overweight. I didn't even have to expand the bag to open and close the suitcase. The checked in agent was fine. It was the one that looks like the supervisor she was on the plane before departure.

  Business Response

  Date: 05/06/2024

  
  Aloha ******* Connaught,
  
  We received your inquiry from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your check in 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 interaction. We need to get better and we'll only get better with feedback like yours.
  
  As a courtesy in recognition of your experience, we'll be refunding your baggage fees back to the card ending in 2040. 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: 05/06/2024

   
  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,
  
  ************************