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:06/04/2025

  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.

  On May ******* I booked four round trip flights using Hawaiian reward miles. I had shopped prior and had planned for a total of ******* Hawaiian miles plus taxes. I had transferred point from my **** account to my ********************** miles account, the night prior, to make the purchase. While booking, I had seen an advertised price that was less miles with a return flight on ******. I had decided that I would take the earlier return flight to save a total of ****** reward miles. I had booked the four round trip flight for a total of ******* reward miles plus a total of $44.80 in taxes. Several days after booking, I checked my credit card purchase history and noticed that I had been charged, $711.20, four times. I immediately contacted Hawaiian airlines customer service, on June ******, to understand where this unauthorized charge of $711.20 for four round trip tickets. The customer service agent had then said that there was a technical error/glitch that occurred during the time when I booked. The website had omitted a dollar amount needed for the flights I booked. I then said that at no time was there a display that I would have to pay $2.800.00. I even explained that I have receipts that do not show that I need to pay $711.20 per ticket. The only recourse that they offered was to refund my tickets. I decided to check to see how much the tickets would cost and the prices had raised and now would cost me ******* Hawaiian miles rewards points. I am still trying to find a resolution with Hawaiian Airlines customer service team. There was no attempt made by Hawaiian Airlines to contact myself about this known glitch and unauthorized charges that they made. Hawaiian airlines has not made any reasonable attempts to correct this issue and only offer a refund and for the customer to rebook at the current inflated prices. I have tried to be reasonable and would like them to honor the original price I saw for four round trip flights for ******* reward miles.

  Business Response

  Date: 06/10/2025

  From: Hawaiian Airlines: *********************** (****************************************************************************************************
  To: ***************************
  Subject: RE: [NON-HA] Re: Message from Hawaiian Airlines, *********************** - CN-02133175
  Date: 6/10/2025 9:02 AM
  Body:
  Aloha ******** *****,
  
  Thank you for providing us this information. We have advised someone from our refunds department to contact you and assist you with these tickets and the issues that had occurred. We sincerely apologize again, and we hope to have the opportunity to restore your faith in our services and provide you with a more positive experience. Until then we extend to you our warmest Aloha and Mahalo.
  
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  
  From:***************************
  Sent:6/6/2025, 8:42 PM
  To:************************************************************************
  Subject:[NON-HA] Re: Message from Hawaiian Airlines, *********************** - CN-02133175
  
  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 *********************************************************** 
  Here is a copy of the confirmation email.
  
  Thank you for your time and consideration in this matter, 
  
  ******** *****
   On Fri, Jun 6, 2025 at 23:18 **** ***** <***************************> wrote:
  Hi ******* *******,
  
  Here is a copy of the receipt that downloaded from the Hawaiian Airlines members website. I will also send the confirmation email in a separate email. 
  
  Thank you,
  ******** *****
   On Fri, Jun 6, 2025 at 19:39 Hawaiian Airlines: *********************** <************************************************************************> wrote:
  Message From Consumer Affairs
  6/6/2025 - Case: CN-02133175
  
  ******** ***** - ***************************
  
  Aloha ******** *****,
  
  Thank you for taking the time to contact 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 the following information:
  Image of the confirmation email showing the mileage charged. 
  Thank you and we look forward to your response. 
  
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  

• Initial Complaint

  Date:06/02/2025

  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 am filing a complaint against Hawaiian Airlines regarding my missed flights on May 29, ******* name is ****** ******* ***** (Ticket: 173-7290687104, PNR: 4SCVJ4). My flights were HA629 (*******-*******, 8:00 AM) and HA633 (*******-********, 3:55 PM), costing USD ******.I urgently needed to reach ******** to start a new life, where I have a place to stay. Prior to departure, I became severely ill, and my doctor advised against flying. I attempted to reschedule for an earlier date, but Hawaiian Airlines initially stated rescheduling wasn't possible until May 30th.When I called from *******, I was told I needed to pay an extra $150 to get on the next flight. As a poor person, I could not afford this.Feeling pressured to travel despite my illness, I attempted to reach the airport on May 29th. En route, my illness escalated, causing me to vomit in my father's lap, leading to a car accident. This medical emergency and accident prevented me from boarding my flights.Hawaiian Airlines has since only offered a refund, refusing to reschedule my flight. A refund is not a solution as it means waiting another month and paying approximately $200 more. This is unacceptable.The airline's refusal to reschedule, combined with my inability to afford their initial rebooking fee, has left me in a desperate situation. I am currently homeless in *******, *******, sleeping outside in the cold and rain, freezing at night. I have a place in ********, and this delay is causing extreme hardship and risking my safety and well-being.I urgently request Hawaiian Airlines reschedule my flight to ******** for June 6th, or as soon as possible, at no additional cost. My safety and well-being depend on getting to ****** immediately.Sincerely,****** ******* *****

  Business Response

  Date: 06/02/2025

  From: Hawaiian Airlines: *********************** (****************************************************************************************************
  To: ****************************
  Subject: Hawaiian Airlines, *********************** - CN-02131965
  Date: 6/2/2025 2:45 PM
  Body:
  Message From Consumer Affairs
  6/2/2025 - Case: CN-02131965
  
  ****** ***** - ****************************
  
  Confirmation Code: 4SCVJ4
  ****** *****
  
  *****************************,
  
  Our office has received your complaint to the Better Business Bureau (BBB) for a response. Thank you for contacting our office and we are sorry to hear about your recent experience when trying to make your flight. We all hear at Hawaiian Airlines send you our thoughts and wishes. We have reviewed your confirmation code XXXXX and see that a full refund was processed on your ticket on May 29, 2025, back to the card ending in XXXX. 
  
  Please accept our sincere apology for the inconvenience that may have been caused. We hope to have the opportunity to restore your faith in our services and provide you with a more positive experience. Until then we extend to you our warmest Aloha and Mahalo.
  
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23407946
  
  I am rejecting this response because:
  I I never used any card ending in 1176 and when I contact fliggy about it they say that I can't get my money back that basically that they just will only refund the taxes this company gives people the run around  never got my refund or exchange
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/01/2025

  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 purchased tickets from Hawaiian through Perk at Work, a program used by my company. When I initially purchased said tickets, I had reserved them from 10/7/2025-10/17/2025. I was to depart from ******* at 7 am, arriving at ***** by 5 pm. I would then leave ***** at 7 pm on 10/17, and arrive home on 10/18 by 2:30 pm. The airline then proceeded to change my flights by forcing me to leave 8 hours earlier on 10/17, and then have a 10 hr overnight layover in another city with no explanation. I tried twice to resolve it with Hawaiian themselves, but they offered me no resolution or consolation, going as far as to be disrespectful and telling me there was nothing I could do, that I should simply deal with the changes. I reached out to the 3rd party distributor of the tickets who in turn reached out to Hawaiian three times on my behalf, and were ignored every time. Hawaiian didn't even see fit to respond to their emails or messages. I have not only been denied the service I initially payed to receive, but disrespected and disregarded along the way. I can not believe a company would treat customers the way they have. If it was just myself travelling alone, I would possibly consider the changes, but I am travelling with my disabled gf, who has special accommodations regarding travel restrictions. The 10 hr layover alone would be detrimental to her health. I even explained this to the *** over the phone, to no avail. If anything, the woman on the phone felt as though she could care less, and even went as far as to say. "Well perhaps you should have booked with another airline that could accommodate you better." What's worse, the third party showed that Hawaiian had multiple flights on said day that could accommodate us, allowing us to leave at the times we had originally planned. When I brought this up, Hawaiian refused to make any changes, giving no explanation why.

  Business Response

  Date: 06/02/2025

  From: Hawaiian Airlines: *********************** (****************************************************************************************************
  To: *********************************
  Subject: Hawaiian Airlines, *********************** - CN-02131910
  Date: 6/2/2025 4:56 PM
  Body:
  Message From Consumer Affairs
  6/2/2025 - Case: CN-02131910
  
  **** ********* - *********************************
  
  Confirmation Code: XXXXXX
  **** *********, ********* Senseny 
  
  Aloha **** *********,
  
  Our office has received your complaint to the Better Business Bureau (BBB) for a response. Thank you for contacting our office. We have reviewed your confirmation code, and we see that your reservation was affected by an advance schedule change. We apologize for any inconvenience this change may have caused you. To operate efficiently, we may make minor schedule changes (flight departure or arrival time is less than 30 minutes earlier/later than originally scheduled) without notifying our guests in advance. However, if we need to make a significant schedule change (flight departure or arrival time is more than 30 minutes earlier/later than originally scheduled), and you provided us with your contact information when you booked your flight, we will let you know. 
  
  We have reviewed your request, and we can process a refund on your tickets. We can authorize a full refund of your tickets on confirmation code XXXXXX and we can document the ticket with our authorization. Refunds are processed to the card used for payment, which we see is the card ending in XXXX. Recognizing that you booked your ticket via a travel agency, and if the card ending in XXXX is not yours, please contact your travel agency for their policies of obtaining the refund. 
  
  Please accept our sincere apology for the inconvenience that the advance schedule change may have caused. We hope to have the opportunity to restore your faith in our services and provide you with a more positive experience. Until then we extend to you our warmest Aloha and Mahalo. 
  
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  

  Customer Answer

  Date: 06/03/2025

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

• Initial Complaint

  Date:05/23/2025

  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.

  We were in the process of booking all of the flights for our family from *** to ****. This included ****** ******, ****** ******, ****** ***** and ***** ******. We were about to purchase their tickets (****** ******, **** ****** and **** ****** went through at 620 each.) We have a screenshot and the price was supposed to be ******* for all three tickets for Confirmation Code QOXTXG. Instead we got an error message and the price jumped up to ******* even though we put in our credit card information and were finalizing payment. You can see in the attached screenshot that shows what the price was. For this specific flight we are requesting to honor the 620 dollar price per ticket in the screenshot which is 150 dollar refund. For ****** ******* (SPIOZB) ticket the price difference is 50 dollars. You can see all of the tickets on my account. The total refund I am asking for is 200 dollars since there was a glitch with the system. Please honor the price that was shown when we were paying for the ticket. You can see the 620 price on ******, Lily and Natalies Ticket

  Business Response

  Date: 05/23/2025

  Message From Consumer Affairs
  5/23/2025 - Case: CN-02129669
  
  Aloha Ms. ******************** you for contacting the Hawaiian Airlines ************************ We received your inquiry via the Better Business Bureau and are sorry to hear about the difficulties you encountered while booking your reservation.
  
  We reviewed the matter with our Web Support Team and provided them with the reservation information you referenced. They confirmed that reservation 5P8ZKX was booked correctly without any errors. The fare was accurately priced at $620.66 per person (3), and the total amount of $1,861.98 was consistent with the amount you intended to pay. Additionally, we were unable to locate a reservation under confirmation code QOXTXG, as mentioned in your correspondence.
  
  We did locate reservation 5PIOZB for ****** ******; however, this reservation was made separately. As such, the fare was subject to real-time pricing based on availability and demand at the time of booking. Unfortunately, if a fare is not secured at the time of purchase, it may change due to system pricing updates. Because this was not an error on the part of Hawaiian Airlines and the reservation was successfully completed at the displayed price, a $50 refund for this ticket is not applicable.
  
  We understand your frustration and sincerely apologize for any confusion or inconvenience this may have caused during the booking process.
  
  Thank you for allowing us the opportunity to respond to your concerns.
  
  Sincerely,
  ***** ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23369148
  
  I am rejecting this response because:

  We were on three separate computers all purchasing tickets at the same time. in the process of entering our credit card information. The above tickets were overcharged by $50 each. The price was confirmed (please see above for three adults) they put in their credit card information and they got an error page then in the process of that. And then kick them out, and the price went up. They had all of their information entered. They were in the process of purchasing the tickets. I am asking that you honor the price above in the screenshot. I know you said you could not find their tickets. I have attached copies of the tickets above. We were also in the process of pain for Sergeylitvins ticket. It was overcharged by $50 as well. Everything was confirmed we were logged in and everything and then there was an error with the page. Im asking you to do the right thing and return total $200 which is $50 each for four tickets. We have the proof above that shows what the price was. You are the correct the one under ****** ******, ****, ****** and **** ****** were priced correctly. It will not let me add all of the pictures. I can send them all to an email. I have attached the screenshot above. This is not about updated pricing. This is a glitch in your system. We had the prices all confirmed.

  it will not let me attach pictures for some reason to this, but I can email you proof that shows it all
  HAWAIIAN AIRLINES.
  Passenger : ****** ***** S (ADT)
  Booking ref : 5PH3NK
  Ticket number: 173 **********

  Passenger : ***** ****** **** (ADT)
  Booking ref : 5PH3NK
  Ticket number: 173 **********

  Passenger : ****** ****** S (ADT)
  Booking ref : 5PH3NK
  Ticket number : 173 **********

  Passenger : ****** ****** (ADT)
  Booking ref : SPIOZB
  Ticket number : 173 **********
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/03/2025

  Message From Consumer Affairs
  6/3/2025 - Case: CN-02129669
  
  ****** ****** - ****************************
  
  Aloha Ms. ******,
  
  We are sorry that you rejected our response.  Our IT Department has thoroughly investigated your concern and did not identify any system errors at the time of your attempted purchase. However, you mentioned that you were booking on three separate computers simultaneously, each selecting the same number of travelers. Please note that fare availability is dynamic and based on real-time inventory. If multiple sessions are attempting to secure the same fare at once, the system may recognize the demand and automatically adjust the pricing when the original fare level is no longer available.

  We appreciate you providing screenshots and documentation; however, based on the information reviewed by our IT Department, the tickets reflect the correct fare. For the other booking, while we understand your request to honor the originally displayed price, our records do not indicate a system malfunction, and the fare change appears to be consistent with normal pricing behavior in such scenarios.

  
  While we regret that we are unable to offer a refund of the fare difference, we appreciate the opportunity to review your case.
  
  Sincerely,
  ***** ***
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23369148
  
  I am rejecting this response because:
  

  I see that you have stated that there was not an error on the site but this is not true. There was a glitch with the site. The price was confirmed and finalized on your site. We entered in the credit card information and we then got an error message, the page then refreshed.  They then had to re-enter everything and start over and the price increased by 50 dollars extra per ticket.

  I am asking that you honor the price listed in the screenshot and refund the $200 total. It is not fair that there was a glitch with the system and the price increased. The price was confirmed and we were entering our information in it when the system glitched

  it still will not allow me to add any more attachments here. I can send you screenshots of everything to an email. Im requesting that the $200 be returned 

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

• Initial Complaint

  Date:05/21/2025

  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 ordered tickets back in December and on at least 3 occasions verified that we would have a reservation for a bassinet for our infant. After a very heated conversation with the airline today I verified that those bassinets, covered at no cost to the parent, require purchasing an upgraded seat. I was refused the opportunity to escalate the situation. I was also previously provided vouchers for this airline but was informed that I would be unable to use these for the seats either.

  Business Response

  Date: 05/29/2025

  Aloha ***** *******,
  
  We received your message from the BBB on May 23, 2025. We appreciate your patience awaiting our response. We're truly sorry to learn about your experience on May 17, 2025 on your travels from ******* to ****** regarding your request for use of the bassinet. You shared that when you purchased your tickets back in December, you were advised multiple times that the bassinet was reserved. Unfortunately, the period for retention to review those calls have past; however, if that was the case, the information shared would have been incorrect. We truly apologize for any misinformation shared. 
  
  To reserve a bassinet prior to travel, the accompanying adult must purchase an Extra Comfort seat in row 14 on our A330 aircraft. Subsequently, they need to contact our *********************** to reserve the bassinet. We see that you contacted us the day before your trip, and we understand this was communicated to you accordingly. 
  
  If youd prefer not to purchase an Extra Comfort seat, you may see an airport customer service agent at check-in (on the day of departure) for bassinet availability. If the Extra Comfort upgrade is provided as a courtesy, only one guest (adult traveling with the infant) is eligible for the upgrade. Priority would be given based on a guest's check-in time. For more information, please feel free to visit our website **************************************************************************************************;
  
  You shared in your written complaint that you were informed that the travel vouchers issued to you were not redeemable towards the purchase of Extra Comfort seats. However, we kindly shared with you below that the travel vouchers are redeemable toward Extra Comfort seats on your current trip. Please don't hesitate to let us know if you have any questions regarding the travel vouchers issued to you. We also have answers to frequently asked questions on our website *****************************************************************;
  
  Sincerely,
  
  ****** ******************************************************************

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23339361
  
  I am rejecting this response because:

  I kept recordings of the communications so dont play the ignorance card with me

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

• Initial Complaint

  Date:05/21/2025

  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 contacted Hawaiian Airlines on May 21, 2025 to change the date of her departure from ********** to ****. I had already booked her roundtrip ticket but needed to change her departure date from July 16, 2025 to July 20, 2025. I purchased Main Cabin seats so I do have the ability to request the change. I spoke to Hawaiian Airlines representative *****. I informed her what I needed to do but also asked her if she could please let me know if there was going to be a price difference that I needed to pay. I fully understand that airfare can change so wanted to make sure I was okay with the price difference before she made any changes. ***** started by separating my daughter's reservation from mine before giving me the price difference. It took her some time to get the price difference but she eventually stated that it would be $434.00. I informed her to move forward. This is when the issue arised. She continued to tell me that she was getting an error message. She would then place me on hold, telling me that she was still trying. My call to Hawaiian Airlines started at 2:15pm PST and finally completed at 3:17pm PST. Despite me asking if I could please be transferred to a supervisor, she kept placing me on hold and telling me that she was trying again. Finally, she stated that the system was now working and my total would be $509.03...a $75.03 difference. She proceeded to tell me that the airfare went up. Though I do understand that airfares are constantly changing, it is not my fault that she and/or her system was not working when I approved the initial price difference of $434.00. The change was made. However, I would like to request a reimbursement for the $75.03. I also asked to speak to a supervisor after everything was completed and instead she forwarded me to an automated survey. I believe that my request is fair for the amount of time I waited to complete a simple task. Thank you for your assistance!

  Business Response

  Date: 06/02/2025

  From: Hawaiian Airlines: *********************** (****************************************************************************************************
  To: ********************************
  Subject: RE: [NON-HA] Re: Message from Hawaiian Airlines, *********************** - CN-02129513
  Date: 5/23/2025 9:40 AM
  Body:
  Aloha ********* ********,
  
  Thank you for contacting our office. Yes this is in regards to your Better Business Bureau case.
  
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  
  
  From:********************************
  Sent:5/23/2025, 3:57 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Message from Hawaiian Airlines, *********************** - CN-02129513
  
  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 *********************************************************** 
  Good Morning *******,
  Just want to confirm that this is in regards to the complaint submitted to the Better Business Bureau.
  
  Thank you,
  *********
   Sent from my iPhone
   On May 22, 2025, at 5:21?PM, Hawaiian Airlines: *********************** <************************************************************************> wrote:
   
  ?Message From Consumer Affairs
  5/22/2025 - Case: CN-02129513
  
  ********* ******** - ********************************
  
  Aloha ********* ********,
  
  Thank you for taking the time to contact us.
  
  In order for us to proceed with your case, please provide us with the following information:
  Hawaiian Airlines Confirmation Code:
  Thank you and we look forward to your response. 
  
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 3, 2025, I flew Hawaiian Airlines Flight 16 from ******** to *********. My childs Nuna PIPA URBN + TAVO travel system was gate checked in a protective travel bag and returned with severe damage to the car seat, making it unsafe and unusable. This model is not sold separately, cannot be repaired, and renders the entire travel system non-functional.Despite multiple written communications and supporting documentation (including proof of purchase, photographs, and confirmation from the manufacturer that the item cannot be replaced in parts), Hawaiian Airlines has offered only $323.25 in compensation. This is an arbitrary valuation that does not reflect the cost of a comparable replacement, which is at least $500 and significantly less than the $753.18 I paid for the full system.They continue to hide behind vague policy language and internal breakdowns of component value, despite the reality that the car seat is not available independently and cannot be functionally replaced for the amount offered.This is a safety-critical item for an infant, and their refusal to cover the full loss is unacceptable. I have also filed a complaint with the *********************************, and Im seeking a fair resolution: reimbursement of either the full cost of the travel system, or at minimum the $550+tax required to replace the car seat with a functionally comparable model.I am requesting that Hawaiian Airlines issue full and fair compensation that reflects the actual loss they caused.

  Business Response

  Date: 06/02/2025

  Aloha BBB,
  We write to advise that Hawaiian Airlines has extended a final settlement offer to Ms. ******* regarding a damaged car seat reported during travel. The settlement includes a full reimbursement of $323.25, which represents 100% of the verified value of the item, as confirmed through the submitted documentation.
  Ms. ******* has since expressed dissatisfaction with the compensation and is now requesting a replacement item valued at $550.00. Additionally, she is seeking reimbursement for a stroller priced at $753.00, although no damage to the stroller was reported at the time of claim. We have clarified that the stroller falls under the category of excluded items as outlined in our policy and is therefore not eligible for compensation.
  It is important to note that Ms. ******* has declined to provide a valid mailing address for the issuance of payment, which has further delayed the settlement process.
  We consider the resolution extended to be fair, appropriate, and fully compliant with the terms and conditions of our claims policy. Unless new information or supporting documentation is provided, no additional compensation will be offered.
  Mahalo, *********************** (HA)
  
  See response to guest and rebuttal:
  
  From: Baggage Claim (***********************************************************************************)
  To: *********************************
  Subject: RE: FW: [NON-HA] Re: : CN-******** Final Compensation
  Date: 5/28/2025 1:16 PM
  Body:
   
  Message From Central Baggage Systems
  
  Date: 5/28/2025
  
  HA Claim Number: CN-********
  
  Aloha *****,
  
  Mahalo for contacting us and allowing us the opportunity to address your concerns regarding the damage sustained to your car seat during your recent travel with Hawaiian Airlines.
  After a thorough review of your claim, we spoke directly with the original manufacturer to assess the value of the damaged component. Based on their evaluation, the replacement value of the car seat component is $323.25. As this item is currently out of stock, we are offering compensation in the amount of $323.25, representing the full value of the damaged component.
  We would like to reiterate that strollers and related systems are exclusionary from liability under the Hawaiian Airlines Contract of ************************************** of Transportation (USDOT) guidelines. In cases such as these, airline liability extends to the damage itselfnot to an entire travel system. Accordingly, we are not waiving our policy, but rather honoring our liability obligation by compensating you for the specific damage incurred.
  As such, the reimbursement of $323.25 aligns with our compensatory policy and represents our final determination for this claim.  Please confirm your full name and mailing address to process your claim accordingly.
  We appreciate your understanding in this matter. Should you have additional questions or require further assistance, please feel free to reach out directly.
  Thank you again for flying with Hawaiian Airlines. We hope to welcome you aboard again under smoother circumstances.
  For more information, please refer to the Hawaiian Airlines Contract of Carriage for terms, conditions, and limitations: For domestic travel, please see the Domestic Contract of Carriage | Hawaiian Airlines ("Rule 20: Liability and Claims"), and for international flights, please refer to the International Contract of Carriage | Hawaiian Airlines.
  
  Mahalo,
  Central Baggage Service
  Hawaiian Airlines
  
  From: ***** ******* <*********************************>
  Sent: Wednesday, May 28, 2025 6:14:37 AM (UTC-10:00) ******
  To: claims, baggage <***********************************************************************************>
  Subject: [NON-HA] Re: : CN-******** Final Compensation
   
  
  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 *********************************************************** 
  Manu,
  
  Im following up on my email from May 22, which has yet to receive a response. As previously stated, I have filed a DOT complaint, and at this point I am simply seeking to close this matter out with a fair and reasonable resolution.
  
  The $323.25 offer remains unacceptable. It is not based on official pricing from ****, and the notion that the **** URBN can be individually valued by subtracting the stroller cost from a bundled system is both inaccurate and unsupported by the manufacturer. 
  
  As outlined in my prior message, I am requesting reimbursement in the amount of $550 plus tax to cover the cost of the closest functionally equivalent model, the Nuna **** Rx. This is a fair compromise based on actual market availability and the damage your airline caused.
  
  If you are not authorized to approve this adjustment, I request immediate review by a higher-level supervisor or manager. I have made every attempt to resolve this matter directly and reasonably. I expect a prompt and final response by close of business tomorrow.
  
  Sincerely,
  ***** *******
  *********************************
  ************** 
  
  
  On Thu, May 22, 2025 at 1:18?PM ***** ******* <*********************************> wrote:
  Manu,
  
  I have already filed a DOT complaint, and I now just want to close this matter out.
  
  Nuna did not value the **** URBN at $323.25. That figure is not based on any official retail pricing - it's an arbitrary amount created by subtracting the strollers value from the bundled system. The **** URBN is not sold separately and cannot be replaced on its own. Based on your "policy", the value of the stroller is now IRRELEVANT, and we are only focusing on the value of the car seat. 
  
  The only comparable Nuna model currently available is the Nuna **** Rx, which retails for $550 before tax. I am willing to accept a reimbursement of $550 plus tax as a final settlement for this claim.
  
  Please confirm that you will issue a check for that amount.
  
  I expect your prompt reply.
  ***** *******
  *********************************
  ************** 
  
  
  On Wed, May 21, 2025 at 8:14?PM Baggage Claim <***********************************************************************************> wrote:
   Message From Central Baggage Systems
  
  Date: 5/21/2025
  
  HA Claim Number: CN-********
  
  Aloha *****,
  
  Mahalo for contacting us and allowing us the opportunity to address your concerns regarding the damage sustained to your car seat during your recent travel with Hawaiian Airlines.
  After a thorough review of your claim, we spoke directly with the original manufacturer to assess the value of the damaged component. Based on their evaluation, the replacement value of the car seat component is $323.25. As this item is currently out of stock, we are offering compensation in the amount of $323.25, representing the full value of the damaged component.
  We would like to reiterate that strollers and related systems are exclusionary from liability under the Hawaiian Airlines Contract of ************************************** of Transportation (USDOT) guidelines. In cases such as these, airline liability extends to the damage itselfnot to an entire travel system. Accordingly, we are not waiving our policy, but rather honoring our liability obligation by compensating you for the specific damage incurred.
  As such, the reimbursement of $323.25 aligns with our compensatory policy and represents our final determination for this claim.
  We appreciate your understanding in this matter. Should you have additional questions or require further assistance, please feel free to reach out directly.
  Thank you again for flying with Hawaiian Airlines. We hope to welcome you aboard again under smoother circumstances.
  For more information please refer to the Hawaiian Airlines Contract of Carriage for terms, conditions, and limitations: For domestic travel, please see the Domestic Contract of Carriage | Hawaiian Airlines ("Rule 20: Liability and Claims"), and for international flights, please refer to the International Contract of Carriage | Hawaiian Airlines.
  
  Mahalo,
  Central Baggage Service
  Hawaiian Airlines
  

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23361521
  
  I am rejecting this response because:

  First, I would like to clarify that I am not seeking $753 in addition to $550. The $753 represents the total amount I paid for the Nuna **** URBN + TAVO travel system, which includes both the car seat and the stroller. I am simply asking for $550 plus tax to cover the cost of a comparable replacement car seat, the Nuna **** Rx, since the original model is no longer available and not sold separately.
  
  Hawaiian Airlines continues to misrepresent the situation by claiming the value of the damaged car seat is $323.25 a number they arrived at by arbitrarily subtracting the retail price of the stroller from the bundled system. This is NOT based on verified pricing from the manufacturer. In fact, Nuna does not sell the **** URBN car seat individually, and as such, no standalone value exists for Hawaiian to cite. Every other Nuna infant car seat on the market is priced at approximately $500$550. My request reflects the cost to replace what was lost, not to exceed it.
  
  
  To be clear: I am asking only for the cost to replace a car seat, which cannot be separated from the travel system it came with, and cannot be replaced for $323.
  
  
  Lastly, I have not refused to provide a mailing address I made it explicitly clear I would provide one once Hawaiian confirmed the payment was not contingent on signing a release or waiver. That message was sent and went unanswered.
  
  
  I appreciate BBBs assistance in clarifying this situation and hope Hawaiian Airlines will take the opportunity to resolve this matter in good faith by reimbursing the actual cost of a functionally equivalent replacement.
  
  

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

• Initial Complaint

  Date:05/20/2025

  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.

  Amount charged: $476.40 USD HawaiianMiles member: ********* eTicket#: 173-2307116432 I am writing to formally request an extension of my Hawaiian Airlines travel credit, which is currently set to expire on May 21, 2025. I received this credit after canceling a flight, and I plan to use it to book a trip scheduled for April 2026. If that cannot be accomplished, I'd love to request a refund please When I initially received the credit, I was informed by a Hawaiian Airlines representative that I had until May 21, 2025, to book future travel, with the actual travel date permitted beyond that expiration, provided the booking was made before the expiration date. However, upon recent inquiry, another representative advised that the credit must be used for travel completed by May 21, 2025, not just booked by then. This conflicting information has caused confusion and concern regarding the usability of my credit.Given this discrepancy and my intention to travel in April 2026, I kindly request an extension of the travel credits expiration date to accommodate my planned trip. I believe this request is reasonable, especially considering the inconsistent information provided by your representatives.I appreciate your attention to this matter and look forward to a favorable resolution.Sincerely,Timmy

  Business Response

  Date: 05/22/2025

  Message From Consumer Affairs
  5/22/2025 - Case: CN-02129159
  
  ***** *****
  RE: ************* - $476.40
  
  Aloha ************************************************************************* has received your Better Business Bureau (BBB) inquiry regarding your ticket credit.
  
  We show your ticket was purchased on May 21, 2024, and is valid for one year from the date of issue.  We show the ticket credit has since expired as of May 21, 2025, and has no value.  However, as a one-time courtesy, we are issuing you a $477.00 Travel Voucher, good for future travel on Hawaiian Airlines. Please note that your Travel Vouchers, instructions for redemption, and Terms and Conditions will arrive in a separate email within 5 - 7 business days to the email address: ****************************.  We recommend adding ************************************************* to your accepted email recipient list so the email is not misdirected to your spam folder.
   
  Note the Travel Voucher is valid for one year from the date of issuance, is non-transferable, cannot be redeemed for cash, and entitles the named passenger on the Voucher to a credit for the amount of the Voucher towards the purchase of any available Hawaiian Airlines published or web fares (on ******************************), and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.
  
  Please understand that the issuance of this Travel Voucher is outside of our normal guidelines and will not be reissued or extended.  Thank you for allowing us the opportunity to respond to your concerns.
  
  Sincerely,
  ***** ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 05/22/2025

   
  Dear 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.

  Thank you so much helping me save so much money. You're a life saver!

  Dear Hawaiian Airlines Customer Service,

  Thank you so much for issuing a travel voucher as a one-time courtesy. I truly appreciate your support and flexibilityit means a lot and reinforces why I love flying with Hawaiian Airlines.

  Looking forward to booking my next trip!

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

• Initial Complaint

  Date:05/16/2025

  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 partner and I flew Hawaiian Air over the new year. We should have flown on 12/29/24.When we attempted to check in and check our baggage our flight could not be found.After some searching it turns out the flight (although booked via Hawaiian) was contracted on an Alaska Air flight. We were told this is due to their ********* the time we were found it was too late to check our bags, so we had to get the next flight. This resulted in us paying for bags again. We were unable to fly out until 12/30/24 At the time customer service told us, once we completed out trip to call Hawaiian Air and have them credit Air miles to equal a return flight.I have contacted them several times now asking for the Air miles. One of the agents in chat even swore at me thinking I was stupid and contacted the wrong airline.When I emailed and asked for a supervisor I was told the agent didn't swear at me. I have a screen shot.Their email back told me they do not need to honor what customer service was telling us the whole time, which was that we will have Air miles credited for a full return flight. I have included the screen shot of the agent swearing at **** just want Hawaiian Air to honor what they told me they would do the rectify the travel chaos endured due to the merger.I have included a screen shot of my miles number so they can find the flight my partner and I were on.thanks!*******

  Business Response

  Date: 05/30/2025

  Message From Consumer Affairs
  5/19/2025 - Case: CN-02092979
  
  ******* ******* - ***********************************************
  
  *******/******* *****
  *********/****** Tecumseh
  Confirmation Code: 5TJSNO
  
  Aloha Ms.  *******,
  
  Thank you for your patience and apologize for the delay while awaiting our reply. Please know that your experience is important to us, and we would took some additional time to look into this matter again. We realize that it may be frustrating when you arent able to speak with us personally. However, we are unable to contact you by phone. For auditing purposes, all correspondence with our office must be done via email or letter.
  
  As previously advised, on December 20, 2024, our records show that Codeshare tickets were purchased for your scheduled round trip travel on December 29, 2024 - January 6, 2025, from ******** to ******** on Flight 7889 operated by Alaska Airlines, and ******** to ******** on Hawaiian Airlines Flight 52. Please be advised that seat selection is not available on flights operated by other carriers.
  
  On a Codeshare itinerary, if the first flight in your journey is marketed by Hawaiian Airlines but operated by Alaska Airlines, you should check in with Alaska Airlines. For more information and details, please click on Codeshare ********************************* requested, your original tickets were exchanged on December 29, 2024, for your completed scheduled travel on December 30, 2024 - January 6, 2025, rerouted from ******** to ******* to ********, and ******** to ********, on Hawaiian Airlines.
  
  Although your tickets were purchased by ******** *., and not purchased with the Hawaiian Airlines World Elite MasterCard, because your travel companion is a Hawaiian Airlines World Elite MasterCard primary cardholder, as a one-time courtesy exception, we issued a refund of $40 USD to the credit card ending in 0136, and $40 USD and $45 USD, to the credit card ending in 3364. These transactions should reflect on his next credit statements or the one thereafter. 
  
  Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of payment.
  
  Please know that our management team has reviewed our guidelines and, unfortunately, were unable to grant your additional compensation request.
  
  We believe we've handled your case in fair and appropriate manner. Respectfully, this will be our final correspondence and we consider this matter closed. Take good care.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
   
  
  From:************************************
  Sent:2/25/2025, 10:34 AM
  To:************************************************************************
  Subject: Re: Hawaiian Airlines, ************************* CN-02092979
  
   
  This has not been resolved.
  Your agency keeps routing back in a loop.
  36 hours of travel due to your system not communicating with your merger making us miss a flight where we were on time for check in us unacceptable.
  I have saught advice and it is agreed your agent did in fact swear at me. They implied I was stupid for contacting the wrong airline carrier. When in fact I was contacting the right carrier to resolve my issue.
  I was told repeatedly by many agents that due to the inadequate level of customer care and effective travel time to contact yourselves to be compensated for the chaos experienced at the hand of Hawaiian airlines.
  I have requested by phone to discuss this with a supervisor but no one is ever available to talk to me!
  This situation is not resolved by any means.
  I.do.ezpect a supervisor to either discuss the situation with me, or resolve it by doing what I was told would happen; air miles refund of 36 hours of travel time due to your mistake.
  I do need a recap of what happened. I need a resolution.
  I nothing is resolved or a supervisor is unable to discuss this with me I will have to seek further legal advice and take the swearing conversation public 
  On Tue, Feb 11, 2025, 2:55?PM Hawaiian Airlines: *********************** <************************************************************************> wrote:
  Message From Consumer Affairs
  2/11/2025 - Case: CN-02092979
  
  ******* ******* - ***********************************************
  
  *******/******* *****
  *********/****** Tecumseh
  Confirmation Code: 5TJSNO
  
  Aloha Ms.  *******,
  Thank you for your response and for sharing the details of your experience. We appreciate your patience while awaiting our reply. I want to acknowledge your frustration and regret that the situation escalated to the point where you felt mistreated.
  I understand that the issue started with confusion around your original Codeshare reservation, for your scheduled travel on ****** Airlines and Hawaiian Airlines, in which your original tickets were exchanged on December 29, 2024, for your completed scheduled travel on Hawaiian Airlines.
  
  On behalf of Hawaiian Airlines, we sincerely apologize for the disrespect you experienced through our Chat messenging service, and assure you that it does not reflect the level of service we strive to provide. Upon review of your submitted screenshot, we see that there is a correction to the Chat message: "If you ace any inconvenience due to ******, then they are the only one who will look into this." Followed by the corrected response: "*****face", however, we do not see any inappropriate dialog reflected in your screenshot. Nonetheless, your feedback is valuable to us and Ive shared your experience with our Chat Messaging Support team to address these concerns promptly. If you feel we made an error or did not address the correct message you received, please attach a copy of the Chat message you are referring to for our review. 
  However, regrettably, there is no documentation reflected in your reservation, and we are unable to grant your request of a refund for your nonrefundable exchanged used tickets, in the form of miles.
   We believe we've handled your case in fair and appropriate manner. Respectfully, we consider this matter closed. Take good care.
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
   
  From:************************************
  Sent:1/27/2025, 12:01 PM
  To:************************************************************************
  Subject:Re: FW: Hawaiian Airlines, ************************* CN-02092979
   
  Hi there,
  Thank you for recapping the trouble and delays we had during the flights.
  We did check in through *******. The problem started because Alaskan couldn't find us, and Hawaiian couldn't find us.
  Complementary upgrades we all that could be offered at the time, if available.
  It does not address the fact I was sworn at while in the messenger service.
  We were told by several representatives that due to how we have been treated and the chaos caused by the flight it will be easy to have our travel refunded as air miles.
  This request has not been addressed by your reply. After not replying for 10 days and allowing representatives to swear at customers it seems like a fair compensation.
  Please let me know when we will see those air miles added to our account.
  Thank you
  Heather 
  On Mon, Jan 27, 2025, 1:54?PM Hawaiian Airlines: *********************** <************************************************************************> wrote:
   
  From:************************************************************************
  Sent:1/17/2025, 7:38 PM
  To:***********************************************
  Subject:Hawaiian Airlines, ************************* CN-02092979
   Message From Consumer Affairs
  1/17/2025 - Case: CN-02092979
  
  ******* ******* - ***********************************************
  
  *******/******* *****
  *********/****** Tecumseh
  Confirmation Code: 5TJSNO
  
  Aloha Ms.  *******,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your forwarded case from our Reservations Department. We sincerely apologize for the inconvenience you experienced with your seat assignments and checked baggage issues. I understand how frustrating these situations can be, and we truly regret any disruption this may have caused during your travel experience.
  
  Upon review of your reservation, on December 20, 2024, our records show that Codeshare tickets were purchased for your scheduled round trip travel on December 29, 2024 - January 6, 2025, from ******** to ******** on Flight 7889 operated by Alaska Airlines, and ******** to ******** on Hawaiian Airlines Flight 52. Please be advised that seat selection is not available on flights operated by other carriers.
  
  I'm sorry to hear about your check in experience on December 29, 2024 in ********* I certainly understand how frustrating this situation must have been, and I empathize with your circumstances.
  
  For future travels, on a Codeshare ticket, if the first flight in your journey is marketed by Hawaiian Airlines but operated by Alaska Airlines, you should check in with Alaska Airlines. For more information and details, please click on Codeshare Overview.
  
  However, as Mr. ********* requested, your original tickets were exchanged on December 29, 2024, for your completed scheduled travel on December 30, 2024 - January 6, 2025, rerouted from ******** to ******* to ********, and ******** to ********, on Hawaiian Airlines. Regrettably, we were unable to grant your request for complimentary seat upgrades.
  
  To address your checked baggage concerns, guests who purchase tickets on ************************** with their premium Hawaiian Airlines World Elite MasterCard and are the primary cardholder can now check in their first two bags for free. Please note that travel package purchases or travel agency bookings do not qualify for the complimentary two free bags; and the free bags do not apply to flights operated by other airlines.
  Although your original Codeshare tickets were purchased by ******** *., and not purchased with the Hawaiian Airlines World Elite MasterCard, I see that Mr. ********* is a Hawaiian Airlines World Elite MasterCard primary cardholder.
  Although he was charged correctly, as a one-time courtesy exception, we're issuing a refund of $40 USD to the credit card ending in 0136, and $40 USD and $45 USD, to the credit card ending in 3364. These transactions should be reflected on his next credit statements or the one thereafter. 
  
  Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of payment.
  
  Based on the information provided, thank you for allowing me the opportunity to respond to your concerns. Take good care.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  Tell us why here...

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23336396
  
  I am rejecting this response because:

  I was told repeatedly we would have air miles added as a courtesy for the travel troubles. Then getting sworn at, and no one seems to think that is an issue.

  The "complementary" $40 refunds were for duplicate charges for suitcases being checked on the first flight, that we did not board and our luggage did not get checked. Why would someone be ok with paying for a service that didn't happen.

  I want this escalated and want to know how to make being called a ****face because hawaiian thought Ibwas stupid public.

  This is unacceptable.

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

• Initial Complaint

  Date:05/16/2025

  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.

  Airline makes it impossible to add a service dog to reservation, I've flown with them around 20x and it's always an issue. They make it very difficult for me to fly wit hymy service animal, no other airline does this.

  Business Response

  Date: 05/20/2025

  Message From Consumer Affairs
  5/20/2025 - Case: CN-02128696
  
  ***** ***** - **********************************
  
  Aloha ***** *****,
  
  Your complaint to the BBB has been received by our office for a response. We appreciate your patience awaiting our reply. Were sorry to learn about the difficulties you encountered when trying to inform us of your plans to travel with a service animal. We regret to learn it was a frustrating process as it shouldn't have been. We want to assure you that we understand the important work that service animals provide to their person, and we will use your feedback to make sure that we improve our service.
  
  As you may know, Hawaiian Airlines complies with the Air Carrier Access Act (the ****** Rule 14 CFR Part 382 of the **** prohibits discrimination by air carriers on the basis of physical or mental disability. Based on the information you have provided, you are an individual with a disability, and the provisions of the **** apply to you. Therefore, we would like to take this opportunity to summarize parts of the Act that apply to you or traveler's name for air travel.
  
  382.75 May a carrier require documentation from passengers with disabilities seeking to travel with a service animal?
  (a) If a passenger with a disability seeks to travel with a service animal, you may require the passenger to provide you, as a condition of permitting the service animal to travel in the cabin, a current completed *************** of ********************** Animal Air Transportation Form. Current means the form was completed on or after the date the passenger purchased his or her airline ticket.
  
  We are happy to accept task-trained service animals as long as all of the requirements for acceptance are met. As you may be aware, for tickets purchased 48 hours or more prior to initial departure, we require guests to provide advance notice that they will be traveling with a service animal at least 48 hours prior to initial departure. To provide advance notice, guests can submit their completed *************** of ********************** Animal Air Transportation Form electronically to our Reservations Department. 
  
  We reviewed the submissions you made to our ******************** and we see that you were submitting the **************************************;Service Animal Air Transportation Form for four separate reservations. We apologize for any inconvenience, but the form would be required for each one. 
  
  Confirmation Code: 6FHGB9
  Flight: HA 346, ******** to *******, for travel on June 6, 2025
  
  Confirmation Code: 6FUUAB
  Flight: HA 230, Kahului to ****, for travel on June 12, 2025
  
  Confirmation Code: 3WTTZ7
  Flight AS 8385 (HA 239), Kona to *******, for travel on June 17, 2025
  
  Confirmation Code: 6FPZD2
  Flight HA 234, Lihue to ********, for travel on June 23, 2025
  
  In your initial emails for all of your submissions, you submitted a prior version of the *************** of ********************** Animal Air Transportation Form. In all of our replies to you, we asked that you complete and submit the newer and current *************** of ********************** Animal Air Transportation Form. We see that you complied and submitted a completed form on May 10, 2025 for each of the reservations in question. On May 12, 2025, we communicated acceptance of your service animal for all of your flights listed above. 
  
  As a condition of acceptance, Hawaiian Airlines is able to require that passengers submit a current completed ********************************* Service Animal Air Transportation Form. Based on our review, our reservations agents correctly rejected the original forms you submitted. However, once you submitted the corrected completed form, we communicated acceptance of your service animal to you. We do not believe we violated 382.75.
  
  With that said, we can see from your messages to us that you were getting frustrated with our website. It appears that you may have been encountering some errors. We did locate duplicate requests submitted for three of your reservations, so we apologize if it appeared that your submissions were not being successfully submitted. When a message is successfully submitted, an automated response is sent to our guests with a case reference number. The approval process is not automatic, and our agent do manually vet through each request, which is why we ask to allow up to 48 hours for a response. We will send over your feedback to our Online Experience team for their additional review. 
  
  How to Contact a Complaints Resolution Official or the Department of Transportation
  Section ******* of 14CFR states that each air carrier must designate one or more Complaints Resolution Officials (CROs) at each airport the carrier serves. Our station managers are our CROs. In the future, if you have any problems that need immediate resolution, please request the station manager on duty.
  
  If you disagree with our response or any of the actions we took or believe we violated any provision of the ****, you have the right to contact the **************************** for help at:
  
  ****************************
  Aviation **************************** (C75)
  ********************************************************************************************
  
  Phone #: ************
  DOT Aviation Consumer Disability Hotline: ************** (voice) or ************** (TTY)
  
  We apologize for any issue that distracted from a fully enjoyable experience with us. We appreciate you taking the time to share your concerns with us as we continuously work to identify areas for improvement and enhance the quality of our services. We know you have options when you travel, so we thank you for choosing Hawaiian Airlines. 
  
  Sincerely,
  
  ****** ******************************************************************