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:05/16/2025

  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.

  I deport from ************** and my final destination was ********, **. I had a layover in *************. Arrived in ************* at 8:28 a.m and finally get out of the plane at 8:35 a.m. I ask for directions and finally get to the next terminal. In *********** you have to stand in the *** line again to enter the terminal. I asked a Hawaiian airline representative could he help skip the line so I could reach my flight on time. He told me I had to wait in line like everyone else. Line was so long when I finally reached the front of the *** line it was already 10:00 a.m and flight departed. The Hawaiian airlines representative already departed and went home for the day. So I called customer service and explained the situation to them. They told me only option I have is to purchase another ticket and couldnt get put me on another flight for free. I was furious and also scared because I never been to ************* before. Had some Hawaiian airlines points from my Hawaiian credit card and had to book a flight using my flight points. Also had to purchase a hotel $169. Contacted Hawaiian Airlines consumer affairs office on 4/6/25 I asked them could credit me my flight points back or give me a flight credit for $169 the same exact money I spent on a hotel room. I finally get a response 4/25/25 explaining that couldnt give me flight points back or couldnt give me flight voucher for $169. This worst customer experience I ever had and Im disabled guy. They only apologized and told me they couldnt do anything. I was stranded with ************* and nobody took accountability for their actions. No one ever explained to me how couldve made my flight. Again my flight landed at 8:28 a.m and left the out of the airplane at 8:35. Had to ride the shuttle and stand in the *** line again at another terminal. My flight boards at 9:15 a.m and boarding stops at 9:40 a.m flight in the air at 10 a.m. how thats not enough time for anybody to catch a flight.

  Business Response

  Date: 05/19/2025

  From: Hawaiian Airlines: *********************** (****************************************************************************************************
  To: *********************************
  Subject: Hawaiian Airlines CAO - Case No.: CN-******** | BBB#********
  Date: 5/19/2025 12:15 PM
  
  Aloha *****,
  Mahalo for your patience while awaiting our response and thank you again for sharing the details of your recent travel experience. Were truly sorry for the difficulty you faced while connecting to your Hawaiian Airlines flight in ********. We understand how stressful it must have been to navigate an unfamiliar airportespecially while managing a medical conditionand we regret that your experience did not reflect the level of care we strive to provide. This message also serves to acknowledge that we have received your related inquiry submitted through the Better Business Bureau (BBB).
  You noted that your flight arrived at *** at approximately 8:28 a.m., and you deplaned by 8:35 a.m. We understand you then needed to transfer terminals and re-clear TSA before your connecting flight to ********, which was scheduled to depart at 10:00 a.m. While this met the minimum connection time permitted within our booking system for interline itineraries, we acknowledge that this may not have allowed sufficient time for your specific connectionparticularly with the need to use the AirTrain and undergo security screening again.
  You also shared that you sought assistance from a Hawaiian Airlines representative in an effort to expedite the *** process and were advised to remain in line with other travelers. We're sorry this added to your frustration, and we recognize that our team member was no longer present at the gate by the time you arrived.
  To reiterate, your original ticket was refunded, and you elected to book a new flight using ****** HawaiianMiles in lieu of the reaccommodation options available to you at the time, which included an additional collection of funds. As such, the additional costs incurred, including the use of miles and a hotel stay, were the result of the booking decision you made based on your preferences and the circumstances.
  While we empathize with the challenges you faced, interline connections involving multiple terminalssuch as those at JFKdo carry added complexity and transit time. For this reason, while our systems allow such bookings, we encourage guests to consider allowing more time when making travel arrangements, especially when navigating busy airports or transferring between terminals.
  Although compensation in the form of a full mileage refund or reimbursement for your hotel stay is not warranted, as a courtesy and a one-time exception for the inconvenience you experienced, I will authorize the issuance of 5,000 HawaiianMiles back to your account (HM#**********. Please allow 710 business days for these miles to be reflected in your balance.
  We sincerely appreciate your understanding and the opportunity to address your concerns. We value you as our guest and hope to welcome you aboard a future Hawaiian Airlines flight under more favorable circumstances.
  Warm regards,
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:05/14/2025

  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.

  So i booked a flight (Hawaiian Airlines via Alaskan) through ******* ultimate rewards. I accidentally put my spouse's maiden name on her ticket. It was changed and corrected at *************** (departure airport). The Staff at ******* said it was also fixed for the return flight. The night before the return flight, i didn't receive any check-in notification emails, and was having trouble checking in. I was eventually advised by Hawaiian Airlines support to resolve it at the airport. On our return flight (********) Hawaiian airlines kisok didn't print my spouse's ticket. Taking it to a desk, the Hawaiian Airlines personnel said Oakland did things incorrectly, and could not fix it on their end. They suggested i contact Alaskan (which i did the night before, and I was on hold for hours. This is not a reasonable request to do at the Airport, while my wife and child were waiting, trying to check in a bag, and the flight time approaching). The clerk suggested i could alternatively buy a ticket and resolve it later. Under time and pressure i bought a Hawaiian Ticket. Other than calling and waiting for hours, there are no channels to get this resolved. Hawaiian Airlines also has not placed anyone in any position to resolve my issue. This has effectively ruined our trip. Tickets were purchased on April 21st, 2025 Flights were from ********************* (OAK) to ******** International (HNL)Flight dates were on May 9th 2025, return flight on May 13th 2025 Passengers: ********* *****, **** ***** (Maiden name Ho), ******* ***** Booking ref: 4WAQE4 Ticket number: 027 ********** ****** Airlines ref: DDWVUR New ticket Ref: 659LBG E-Ticket: ************* Cost: $223.70 + an Airport fee of $35

  Business Response

  Date: 05/19/2025

  Message From Consumer Affairs
  5/19/2025 - Case: CN-02127514
  
  Alexander Leung - ******************************************
  Re: *****/****
  
  Aloha ********* *****,
  
  Mahalo for your patience as you were awaiting our response.  ********** acknowledges the complaint that you submitted with the Better Business Bureau (BBB).
  
  While guests are responsible for ensuring that any ticket accurately reflects their full name and matches their valid identification, I'm sorry to learn about your experience.  As the original ticket (027-7235061987) for Mrs. ***** was issued on Alaska Airlines ticket stock, we needed to reach out to ****** Airlines to have them process the refund of the unused ******** to ******* flight.  I understand that they reached out to you by email to let you know about the refund.  To summarize, $223.70 will be refunded to the card used for purchase, which is the card ending in 4816.  The refund was processed by Alaska Airlines on May 15, 2025, but it may take up to 7 business days for the credit to post back to the account.  Lastly, if you don't recognize the card used for purchase, it most likely belongs to the original booking source, which you advised was Chase ************** If that's the case, the original booking source is responsible to disperse the funds to you once they receive the refund from ****** Airlines.
  
  I appreciate the time that you've taken to contact us. On behalf of myself and everyone here at Hawaiian Airlines, we apologize for the issues that detracted you from your full enjoyment of your time with us.
  
  Sincerely,
  ******* ***
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  From:***************************************************
  Sent:5/14/2025, 8:13 AM
  To:************************************************************************
  Subject:[NON-HA] Hawaiian Airlines CAO - Case No.: CN-02127514
  
  So i booked a flight (Hawaiian Airlines via Alaskan) through ******* ultimate rewards. I accidentally put my spouse's maiden name on her ticket. It was changed and corrected at *************** (departure airport). The Staff at ******* said it was also fixed for the return flight. The night before, i didn't receive any check-in notification emails, and was having trouble checking in. I was eventually advised by Hawaiian Airlines support to resolve it at the airport. On our return flight (********) Hawaiian airlines kisok didn't print my spouse's ticket. Taking it to a desk, the Hawaiian Airlines personnel said Oakland did things incorrectly, and could not fix it on their end. They suggested i contact Alaskan (which i did the night before, and I was on hold for hours. This is not a reasonable request to do at the Airport, while my wife and child were waiting, trying to check in a bag, and the flight time approaching). The clerk suggested i could alternatively buy a ticket and resolve it later. Under time and pressure i bought a Hawaiian Ticket. Where do i go and who do i contact for a refund/reimbursement? This has effectively ruined our trip.

• Initial Complaint

  Date:05/11/2025

  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.

  My mom purchased a tickets for herself and sister to ****** in June 2024 for July 2024. Unfortunately, a few days before the flight she had Covid and was admitted in the hospital for days. I called Hawaiian airlines and spoke to a representative. I was told my mom would be given credit and she could use it within a year. They didn't specify that it had to be by June. It's now 2025 and I called to rebook their flight and Hawaiian airlines says she must book by June 15 or she'll lose the credit. My mom and sister can't travel until July and Hawaiian airlines won't give her a refund or extension.

  Business Response

  Date: 05/12/2025

  Message From Consumer Affairs
  5/12/2025 - Case: CN-02123305
  
  ****** Mbame - *************************
  Re: MBAME/******
         MEOTO ****/EKO EYINDO EFFENGE EPSE
  
  Aloha ****** Mbame,
  
  Mahalo for your patience as you were awaiting our response.  ********** acknowledges the complaint that you filed with the Better Business Bureau (BBB).
  
  I'm sorry to learn that you were unable to travel as scheduled.   For guests who are unable to travel as scheduled, the unused value of their ticket may be applied as a travel credit toward the purchase of a new ticket.  While there are no change fees, any applicable fare difference will be collected for the new flight.  For wholly unused tickets, these tickets are valid for transportation for one year from date of purchase.  This is noted in the fare rules that the purchaser agrees to prior to purchase.
  
  Having said that, after reviewing your case and considering the circumstances, as a courtesy, we'll be issuing each guest a travel voucher in lieu of the unused ticket credit, which came out to $931 per guest.  Please note that the Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add ************************************************* to your accepted email recipient list so the email is not misdirected to your spam folder.
   
  A 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 ******************************, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.
   
  Please know that your travel vouchers will be valid for one year from the date of issuance, and you'll be able to book travel for as far as 330 days in advance.  As a friendly reminder, if you are unable to redeem the travel vouchers by the expiration date, we are unable to reissue/extend the travel vouchers.
  
  I appreciate the time that you've taken to contact us.  We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ******* ***
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  From:*************************
  Sent:4/22/2025, 10:33 AM
  To:************************************************************************
  Subject:[NON-HA] FWD: Hawaiian Airlines Reservations: Refund - Other - Case No.: CN-02123305
  
  Good day, can I please get a refund because I had to cancel my flight last year due to Covid and I was misinformed I could rebook anytime but that is not the case. Please help as my sister and I can't travel before until August. Thanks

• Initial Complaint

  Date:05/10/2025

  Type:Customer Service 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.

  Early this year, I reveived an email from Hawaiian telling me someone was attempting to access my account and notify them if the access was unauthorized.I immediately attempted to login to my Hawaiian airlines account and, sure enough, I was locked out. Right away, I called the customer service line and let them know I believed my account was hacked. I needed to recover it because I was booking travel soon and had a lot of miles saved up I didn't want to lose.Their Phillipines-based call center asked me all my security questions and then told me I had them all wrong. Not surprising since someone obviously hacked into my account. I provided information on my last flights with Hawaiian and the ** *** was able to verify those but couldn't unlock my account. I was told my account needed to be unlocked by a different department and they would call me within 24 hours to confirm. Several days went by and I called again, reaching the same ** ***. *** told me to be patient and wait. Still nothing. I called one last time and they told me they were still working on it, meanwhile I booked my travel elsewhere.Yesterday I tried again and spoke to a supervisor from the ** department. He noted down the information and told me they could only work with me over email to reset my account. This morning I received and email from them telling me I had to call them and they could only attempt to resolve my issue over the phone. At this point, I'm just getting the runaround and no one seems to be taking my issue seriously at all.I am once again trying to book travel with Hawaiian, but I am still locked out of my account. I love flying Hawaiian, but customer service is awful. I just want access to my account and miles I've earned over the years so I can book travel.

  Business Response

  Date: 05/12/2025

  From: Hawaiian Airlines: *********************** (****************************************************************************************************
  To: ****************************
  Subject: RE: RE: [NON-HA] Re: Message from Hawaiian Airlines, *********************** - CN-02126703
  Date: 5/12/2025 11:07 AM
  Body:
  Aloha ***** ****,
  
  My apologies for the poor service that you have recieved from our customer services team. We have forwarded the information to our Hawaiian Miles team to assist you and have informed them to call you. Someone from their department should be contacting you. Again though we sincerely apologize for the unpleasant experience. 
  
  For the inconveniences experienced, we are issuing you a $********** electronic Travel Voucher, which is good for future travel on Hawaiian Airlines. Please note that the voucher information, instructions for redemption, and Terms and Conditions will arrive in a separate email within 7 - 10 business days. We recommend adding ************************************************* to your accepted email recipient list so the email is not misdirected to your spam folder.
  
  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, ***********************
  
  From:****************************
  Sent:5/12/2025, 10:54 AM
  To:************************************************************************
  Subject:RE: [NON-HA] Re: Message from Hawaiian Airlines, *********************** - CN-02126703
  
  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 *********************************************************** 
  My Hawaiian Miles account number is: *****************
  
  Unfortunately, it seems I am just going to get the runaround again as no one on the Hawaiian Miles CS team seems to want to help me or take this seriously.
  
  Ive had to book 2 flights with other carriers because I cant access my Hawaiian account. Thats business lost for your airline.
  
  From: Hawaiian Airlines: *********************** <************************************************************************>
  Sent: Monday, May 12, 2025 1:50 PM
  To: ****************************
  Subject: RE: [NON-HA] Re: Message from Hawaiian Airlines, *********************** - CN-02126703
  
  Aloha ***** ****,
  
  Thank you for contacting our office. Kindly note that our consumer affairs office does not have the capability of calling guest currently and all our commmunications occur through email for auditing purposes. Can you please provide me with your HawaiianMiles account number in question. I will provide this information to our HawaiianMiles team and have them reach out to you and provide you assistance. Unfortunately, our department does not handle these situations. We sincerely apologize.
  
  We look forward to your response. Until then we extend to you our warmest Aloha and Mahalo.
  
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  
  
  From:****************************
  Sent:5/12/2025, 10:24 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Message from Hawaiian Airlines, *********************** - CN-02126703
  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 ***********************************************************
  
  Hello,
  
  Thanks for reaching out.
  
  Unfortunately, customer service has not been helpful here. They are playing the typical game of get rid of this customer as soon as possible as seems to be the norm with low-cost offshore customer support services.
  
  After talking with a CS supervisor Friday I was assured I would be emailed within 48 hours with instructions to access my Hawaiian Airmiles account. Unfortunately, instead I received an email telling me I had to call the customer service line.
  
  Every time I call customer service, they tell me to wait for an email which I never receive or I receive an email telling me to call the customer service number. Its absolutely crazy.
  
  I just want to access my account so I can book travel and use my award points.
  
  If you could please call me, it would be greatly appreciated. My number is ************************
  
  ***** ****
  
  From: Hawaiian Airlines: *********************** <************************************************************************>
  Date: Monday, May 12, 2025 at 1:12?PM
  To: **************************** <****************************>
  Subject: Message from Hawaiian Airlines, *********************** - CN-02126703
  Message From Consumer Affairs
  5/12/2025 - Case: CN-02126703
  
  ***** **** - ****************************
  
  Aloha ***** ****,
  
  Our office has received your complaint to the Better Business Bureau (BBB) for a response. Thank you for taking the time to contact us. We are truly sorry to learn about the unpleasant experience you had with our airline. Providing exceptional customer service is one of our top priorities, and your experience does not reflect the standards we strive to maintain. Rest assured that your valuable experience will be shared with our HawaiianMiles management team as we continuously work to identify areas for improvement and enhance the quality of our services. We are following up to see if our HawaiianMiles customer service team was able to assist you with your account request. 
  
  Thank you again for contacting our office. We look forward to your response. Until then we extend to you our warmest Aloha and Mahalo.
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  
  

• Initial Complaint

  Date:05/07/2025

  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 booked a flight with Hawaiian and part of the round trip was with Alaskan. I could not edit my seats via Hawaiian for the Alaskan leg of my journey so booked a new flight through ******* and asked Hawaiian for a credit. They issued a credit but are putting restrictions around it - use by December, non-transferrable, that make it so that I cannot use these credits in time. My ask is to get a credit that I can use for any passenger or get a full refund. The issue stems from the fact that Hawaiian could not help me even though they took my money to book my original trip. Their customer service has asked me to submit a form and when I do that it is over a month to get a response. This isn't the way to operate especially when you have over $1000 of someone's money that they can't use b/c of the restrictions you've placed around the credit.

  Business Response

  Date: 05/07/2025

  Message From Consumer Affairs
  5/7/2025 - Case: CN-02121612
  
  ****** ******* - ***************************
  
  *******/Tenara Jewel
  **********/***** ******
  Confirmation Code: 6XB87S
  
  Aloha Ms.  *******,
  
  Thank you for taking the time to contact us regarding your partially used exchanged tickets. This is to acknowledge receipt of your submitted complaint to the Better Business Bureau. We appreciate your patience while awaiting our response. I'm sorry to hear that you were unable to complete your travel as planned.
  
  Upon review of your reservation, on December 15, 2024, our records show that tickets were purchased for your scheduled round trip travel on February 21 - 27, 2025, from ****** to ******** to *****
  
  As you requested, your original tickets were exchanged on January 12, 2025, for your scheduled travel on February 21 - 26, 2025, rerouted from ****** to ******** to ****, on Hawaiian Airlines, **** to *******, and ******* to ******, operated by Alaska Airlines. You were responsible for the applicable additional fare difference per ticket at the time of rebooking. I see that travel was completed on February 21, 2025, from ****** to ******** to *****
  
  To address your concern about changing your seats on your flights operated by Alaska Airlines, when bookings involve multiple carries, such as your exchanged tickets on Hawaiian Airlines and Alaska Airlines, to make any changes to seat assignments or request seat upgrades, it depends on which airline controls that segment of your ticket. Therefore, for any changes or requests, you must contact the operating airline, in your case, Alaska Airlines. Please understand that airlines do not have control or access to another airlines seat map or seat assignments. 
  
  Although your tickets are nonrefundable, please know that your unused return segments will remain valid for rebooking and travel until December 15, 2025. When you are ready to rebook your flights, you may call our *********************** toll-free (within the **** and ******) at ************** and refer to your electronic ticket numbers 1732311139381 and 1732311139382. You will be responsible for any applicable additional fare difference per ticket, that may apply at the time of rebooking.
  
  Please be advised that your tickets are nonrefundable and non-transferable. Regrettably, we are unable to authorize a name change on your partially used exchanged tickets.
  
  Thank you for allowing me the opportunity to respond to your concern. Take good care.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  Tell us why here...

• Initial Complaint

  Date:05/07/2025

  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.

  I am writing to formally file a complaint against Hawaiian Airlines regarding an unresolved refund issue for a canceled flight. Despite multiple attempts to resolve this matter with the airline, I have not received a satisfactory resolution.Flight Details: Passenger Names: ***** ************ **** Confirmation Code: 4SZOCO Flight Number: 79 Route: ******* (***) to ******** (HNL) Scheduled Departure Date: January 31, 2025 Cancellation Reason: Severe weather conditions (confirmed by Hawaiian Airlines)Issue Summary:1. Lack of Refund Processing: My flight was canceled by Hawaiian Airlines due to severe weather. The airline informed me that they processed a refund through the travel agency I booked with. However, my travel agency claims that the refund amount is zero.2. Unhelpful ***************** I repeatedly contacted ********************** customer support, but they have not provided a clear resolution. They have only suggested that I contact my travel agency or dispute the charge with my credit card company, rather than taking responsibility for ensuring the refund reaches me.3. Failure to Offer Compensation or Alternatives: I have requested either a full refund, compensation via check, or flight credit, butHawaiian Airlines has not provided any alternative solutions.Even I am writing to formally request an escalation of my case (CN-02098502) to a customer service manager or higher-level executive. But Hawaiian Airlines directly closed my complaint ****. So let me feel helplessness and I also feedback this issue to DOT too.

  Business Response

  Date: 05/19/2025

  Aloha ***** ****,
  Thank you for your message, which was forwarded to us by the ********************************* on April 15, 2025.
  Were sorry for the disruption caused by the cancellation of flight HA79 on January 31, 2025. As mentioned earlier, this was due to necessary maintenance and lingering weather impacts affecting the Hawaiian Islands.
  A cancellation notice was sent via SMS to the number provided at booking *************), but it appears that message didnt go through. However, we did successfully email a notification to ************************************************* on January 30, 2025, and the message was opened shortly after. That email included information about the cancellation and offered the option to cancel for a refund of any unused portion of the ticket. Records show you chose that option on February 6, 2025, and the refund was processed on February 13, 2025.
  Refund Transaction Details:
  Amount Currency Card Number Payment Date ARN Number Purchase ID Ticket Number
  ($187.65) USD 222933******5466 02/13/2025 *********************** ************* *************
  ($187.65) USD 222933******4625 02/13/2025 *********************** ************* ************* 
  Please note that your reservation was made through a travel agency or third party. If the card numbers above dont look familiar, its likely the agency used its own card to issue the ticketsthis is a common practice. We recommend sharing the refund details with them directly. If youre still unable to confirm the refund, you can also give the ARNs to your bank, and they should be able to trace the transactions.
  Also, it looks like your original payment was made in Canadian dollars, but the refund was issued in U.S. dollars, which may cause a slight difference in the final amount depending on exchange rates and any bank fees.
  As a gesture of goodwill, weve issued a $150 electronic travel voucher (eTV) to both you and Mr. ***** ****. Please allow up to 57 business days for the vouchers to become accessible. Youll each receive a separate email with details once theyre ready.
  Lastly, we want to note that under our Contract of Carriage  Rule 21, in the event of a cancellation, we offer to transport guests to their destination at no extra cost or rebook them on another carrier at our discretion. If a guest chooses to make their own arrangements instead of waiting for rebooking, we are not obligated to provide reimbursement.
  We hope this clears things up. Mahalo for your patience and understanding.
  Warm regards,
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 05/19/2025

   
  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:04/24/2025

  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.

  This is being sent in response to the ongoing issues regarding the refund on tickets that were purchased on 12/15/2024.The refund was requested after the airlines changed all of the flights times. The changes did not coincide with out plans, therefore the *************** a nutshell, after MANY calls and emails, there remains $****** left to be *************'s what's was purchased:*Tickets purchased on 12/15/2024: ************ Master Card ending in 6289)*1732310064288-89 ****** *** ******* $1,206.40 1732310064286-87 *** ********* ******* $1,206.40 1732310064284-85 ****** Marye *********** $1,206.40 1732310064282-83 **** ******* *********** $1,206.40 *TOTAL $4,825.60*Here's the refunds we have received:*3/27/2025 FIRST REFUND* (*PARTIAL) (Capitol One Master Card ending in 6289)*1732310064288-89 ****** *** ******* $ ****** 1732310064286-87 *** ********* ******* $ ****** 1732310064284-85 ****** Marye *********** $ ****** 1732310064282-83 **** ******* *********** $ ****** *TOTAL $3,885.60 REFUND BALANCE REMAINING: $940.00 **4/2/2025 SECOND REFUND *(*PARTIAL) * *(Capitol One Master Card ending in 6289)**(Capitol One Master Card ending in 6289)*1732310064286-87 *** ********* ******* $ ****** 1732310064282-83 **** ******* *********** $ ****** * TOTAL $ ****** **REFUND BALANCE REMAINING: $********4/4/2025 THIRD REFUND (PARTIAL (Capitol One Master Card ending in 6289)*1732310064288-89 ****** *** ******* $ ****** * TOTAL $******* *REFUND BALANCE REMAINING: $*******Here's the remaining refund we have not yet received:*REMAINING REFUND OF $****** IS FOR 1732310064284-85 ****** Marye *************This needs also to be refunded to : (Capitol One Master Card ending in 6289)*Attached are pictures of the above referenced refunds we have received as of today 4/24/2025.Looking forward to hearing from you in a timely manner.I have faith you will make this right. This has gone on for long enough.Please help finally end this.

  Business Response

  Date: 04/28/2025

  Aloha ****** D'******,
  
  We received your concerns from the Better Business Bureau. Wed like to assure you that Hawaiian Airlines is committed to addressing your concerns with ************* and fairness.
   
  After reviewing your case, our records were unable to match the ticket numbers provided with the associated passengers. In order for us to proceed with your case, please provide us with the following information:
  Flight Information:
  Confirmation Code:
  E-ticket numbers: 
  Itemized receipts (if applicable):
  We appreciate your cooperation and understanding, thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23248318
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** D'******

  still have not heard back from Hawaiian Airlines after responding to their request for more information on 4/28/25

  Customer Answer

  Date: 05/06/2025

  The missing refund is for ticket 1732310064284-85
  ****** Marye ***********. (My daughter)
  
  I purchased all four tickets for this trip.
  
  Please send the total refund receipts that you have refunded to *********** card ending in 6289. I have yet to get this from previous request.
  
  I have submitted all the refunds we have received prior to this BBB complaint, but here they are again. 
  
  Total ticket costs:  $4,825.60
  
  Total refund to date:  $4,590.60
  
  Remaining refund due:  $235.00
  

  
  

  I am responding to your requests in your email.
  
  Attaching requested information.
  
  The *********** statement has the eticket #s as well as the passenger attached to that eticket and the cost of each ticket.
  
  Also attached is the confirmation # verification.
  6XU2PP
  
  Please let me know if this satisfies your request.
  
  Respectfully submitted,
  ****** *******
  

  Business Response

  Date: 05/14/2025

  Aloha ******,
   
  We sincerely apologize for the delay in our response, and we appreciate your patience as we took additional time to review your case with out Accounting Team. As confirmation, we have been advised that a refund of $235.00 for the ticket, 173-2310664284, has been processed to the account used for payment, ending in *6289. You may need to allow your financial institution additional time to post this transaction to your account.
   
  Thank you for allowing us the opportunity to assist you with your concerns. Malama Pono (take care).
   
  Mahalo,
  Kaylee

  Customer Answer

  Date: 05/14/2025

   
  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,
  
  ****** D'******

• Initial Complaint

  Date:04/17/2025

  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.

  Transaction Date: 02/22/2025 Ticket #: 173 ********** Summary: I signed up for the Barclays Hawaiian Airlines credit card that was advertised on the ** website for buy one fare, receive companion fare for 50% off. I booked this fare on 02/22/2025. I never received this 50% off companion fare. I have tried reaching out to HA multiple times and have been told multiple conflicting stories to the point that I am now being ignored by their billing department. I had a HA customer service supervisor, ******, tell me that it was a mistake on their end and that I should have received the 50% off companion and to patiently wait 5 business days for them to reply confirming this. He also apologized profusely for their mistake. It is now 7+ business days later and weeks later from when I initially started the complaint. I've exhausted every effort to resolve this with them amicably. Facts on this complaint:- Hawaiian Airlines is knowingly conducting in false and misleading advertisements. - I have not and continue to have not received any 50% discount as laid out in their terms of the credit card advertised on their website.- I have recorded every phone call (attached in this complaint) with their customer service team and have explicit audio proof they have admitted to their fault in this case on 04/08/2025.- HA is knowingly conducting in this misleading conduct as there are multiple accounts online from customers having the same issue with ********************** refusing to honor it's advertised terms and has failed to resolve the issue. - Their customer service team has also contradicted themselves in the same conversation, saying I received the discount already to I don't have the discount on my account multiple times.

  Business Response

  Date: 04/21/2025

  Message From Consumer Affairs
  4/21/2025 - Case: CN-02117300
  
  ***** ******** - *******************************************
  HM ********* - no email address / cc info
  HM 345853798 - email address / no cc info
  
  Aloha Mr. ********************** you for contacting the Hawaiian Airlines ***********************. We have received your inquiry, as well as a related inquiry from the Better Business Bureau (BBB).  Just for your information, we do not open recordings or downloads of .amr files.
  
  Following our investigation into your 50% companion discount and HawaiianMiles account information, we found that you currently have two HawaiianMiles accounts:
  
  *  HawaiianMiles account HM ********* is linked to your Hawaiian Airlines MasterCard; however, it does not have an email address on file.
  *  HawaiianMiles account HM ********* is associated with your email address, *********************************** and is the account used to secure reservation 6DNET9. However, this account is not linked to your Hawaiian Airlines MasterCard.
  
  According to our ******************* the reason the 50% companion discount certificate was not sent to you is because your MasterCard-linked account does not have a registered email address.
  
  Based on these findings, Hawaiian Airlines is not responsible for the fare purchased without using the 50% companion certificate. We cannot confirm what information was submitted or omitted during your Hawaiian Airlines MasterCard application process. However, we can confirm that you have two separate HawaiianMiles accounts.
  
  To ensure you receive the promotional benefits associated with your credit card in the future, we recommend contacting our HawaiianMiles ************** to consolidate your accounts. You may reach them at **************, Monday through Friday, between 7:00 a.m. and 4:30 p.m. HST. For security purposes, they will need to verify your information before merging the accounts and linking your MasterCard to the correct account.
  
  As a courtesy, our ****************** has issued a new 50% companion certificate for your use. Please note the code below and its expiration date:
  
  Certificate Code: HACARD50PKH99X2
  Expiration Date: May 31, 2026
  
  Thank you for allowing us the opportunity to respond to your concerns.
  
  Sincerely,
  ***** ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23219296
  
  I am rejecting this response because:

  I have reviewed the response and it is completely unsatisfactory. Firstly, I did not create 2 separate Hawaiian Miles accounts and was completely unaware there were 2 accounts until I called in to complain to your customer service department. The issue of creating 2 accounts is something for you and the Hawaiian Airlines credit card to figure out with your internal processes seeing as I have no access to these functions. 

  Secondly, your customer service team has already admitted fault for this giant mess and has stated it should not have happened on your end. I record my calls and hopefully you do as well because I have all of that audio for crystal clear interpretation so there can be no twisting of the truth or backtracking trying to shift blame, as you're attempting to do here. Should you need a copy of the call records I am more than happy to provide.

  Third, you say that I must call in to consolidate my Hawaiian Miles accounts to receive the discount. Why must I call in to fix a problem you created just to receive a promotion promised in your advertisement on your website. It seems like you intentionally create as many hurdles as possible to avoid giving the promised promotion to your customers. In fact, if you do any sort of search online you will find there are numerous customers complaining of the same exact scenario. 

  It is for all these reasons and more that I completely reject your response. I have already taken you at your word to honor your original promotion. The fact you are trying to offer me another "promise" to honor a supposed 50% fare when you failed to honor the first is completely disingenuous. Do the correct thing and fix your mistake. That is the only acceptable response.

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

• Initial Complaint

  Date:04/11/2025

  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 applied for the promotional credit card (4/6/25) because I was planning on traveling to ****** with my family and they offered a 50% off companion code. Five days after I was approved for the credit card, I did not receive the code, I called customer service and was told I had to wait two weeks for the code to be sent to me. I went back and reread all of the terms and conditions and this is not noted anywhere, I called back and was given the same run around and an apology for not disclosing the information correctly, very unprofessional and unethical to bait and switch a new customer.

  Business Response

  Date: 04/18/2025

  Message From Consumer Affairs
  4/18/2025 - Case: CN-02120749
  
  ***** *** - ****************************
  RE: Better Business Bureau - Complaint ID: ********
  
  Aloha ***** ***,
  
  We received your case #******** from the Better Business Bureau. Mahalo for your patience while awaiting our reply. I understand that you applied for the Hawaiian Airlines World Elite MasterCard and would like to use your one-time 50% companion discount. The code should have been sent to the email you used when you applied for the credit card. If you are still waiting for the code, please let me know so I can further investigate with the appropriate departments.
  
  If you have your code, you can redeem it on the "Flight Search" page on our website. There is a "Promo Code (optional)" section where you can input your discount code. I attached a screenshot of what to look for in this email thread. When you click "Search Flights" you will be shown flight prices with the discount already applied.
  
  For written instructions on redeeming your discount and other information, please use this link. 
  For our Terms and Conditions on Credit Card Companion Discount Codes, please use this link.
  
  
  Regards,
  ***** *******
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:04/10/2025

  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 booked a flight for July 14, 2024. We were unable to travel due to illness so cancelled. I was informed that I had to book a new reservation before April 13, 2025. I was given this information on 2 occasions when interacting with the airline. I called to book travel today and was informed my travel voucher had to be used for travel by April 13, 2025 NOT booking a flight by April 13th 2025. The airline uses the word book vs. using the word travel which are 2 totally different things. They said the only thing I can do at this point is request an extension of my credit voucher, which I did so I can book a flight in September. I dont want my money back, just my travel voucher extended due to their miscommunication and misinformation. I want to book a new flight. My travel voucher number is 5FCUU9. Again, I was informed on 2 occasions when communicating with the airline that I could book up until April 13, 2025, NOT travel by that date. No information was given to me at the time I cancelled stating that I had to travel by 4-13-25.just told I had to book by then. I think they are being very unreasonable to deny my extension as they already received my money a year ago, I am hoping they do the right thing.

  Business Response

  Date: 04/18/2025

  Message From Consumer Affairs
  4/18/2025 - Case: CN-02120748
  
  ***** Silk - *************************
  RE: Better Business Bureau - Complaint ID: ********
  Confirmation Code - 5FCUU9
  
  Aloha ***** Silk,
  
  We received your case #******** from the Better Business Bureau. Mahalo for your patience while awaiting our reply. I'm very sorry to hear that you could not travel originally as planned. All guests (excluding guests who hold Main Cabin Basic Tickets) who choose to cancel their reservation can use the value of their ticket as travel credit towards a future booking. This credit remains valid for a year from the date of issuance. Since your tickets were issued on April 13, 2024, your future travel needed to commence before April 13, 2025. I apologize for any miscommunication you may have received from our reservations agents. 
  
  While I can't extend your travel credit, I am willing to convert the credit into a Travel Voucher as a one-time courtesy. The Travel Voucher will be in the amount of $1063, which is the total value of your ticket and seat fees rounded to the nearest dollar. The Travel Voucher is good for a future ticket purchase with Hawaiian Airlines and must be used within a year from the date you receive it. Unlike the travel credit, you will not need to travel before the Travel Voucher expires.
  
  Please note that the Travel Voucher information, instructions for redemption,and Terms and Conditions will arrive in a separate email within 5 - 7 business days. I recommend adding ********************************************************* to your accepted email recipient list so the email is not misdirected to your spam folder.
  
  I appreciate you for allowing me the opportunity to address your concerns. We look forward to welcoming you on board again soon.
  
  
  Sincerely,
  ***** *******
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 04/18/2025

   
  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,
  
  ***** Silk