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:06/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hawaiian Airlines "lost my ticket" when my husband and I arrived at the airport for check in. After spending hours waiting for them to try and resolve this issue, we missed our flight. They told my husband and I the only way they could get me on the next flight out with my husband was to run my credit card to issue me a new confirmation number so they could book the flight since their new system update was malfunctioning. I was hesitant to do so considering, but needed to get home with my husband. They swore up and down they wouldn't actually authorize the charge, it was just to get me a new confirmation number. This incident happened on 6/1/2023 and the $318.50 is still sitting in my account. So now, I've paid twice for the same flight that they caused me to miss in the first place.

  Business Response

  Date: 07/05/2023

  Message From Consumer Affairs
  7/5/2023 - Case: CN-01934477
  
  *************************** - ************************
  
  Aloha ********************,
  
  We received the request that you filed with the ****** Better Business Bureau and have started working on your case.  We truly appreciate your patience while awaiting our reply.
   
  Were very sorry to learn about your unpleasant experience with Hawaiian Airlines stemming from your flight departing *********** on 06/01/2023. The experience that you and ******************** encountered is not the customer service standards we strive to maintain.  We want our guests to receive the outstanding customer service they deserve each time they travel with us. Please be assured that your feedback will be shared with our Airport ********************* team at the ******************* for their review and follow up.
  
  In order complete the review of your case, please send us copies of the paid receipts for your hotel, ground transportation, and meal expenses by replying to this email and including them as attachments.  In lieu of receipts, you may let us know the amounts you paid for each service by replying to this email message.  Expenses will be reviewed against the guidelines we have in place that help determine how we compensate our guests.  We'll continue with the review of your request once the additional information is received.
  
  Lastly, once our review is completed,  any approved refunds can be issued either as an electronic deposit directly to your bank account (referred to as an Automated Clearing House or ACH transfer) or by reimbursement check.  You need to let us know your preferred method of payment.  The benefit of an electronic deposit is the funds arrive directly in your account, whereas a reimbursement check will be sent by U.S. Mail.
   
  If you elect to have the refund sent to you by electronic deposit, then please provide the following information by replying to this email:
   
  Account Holder/Beneficiary Name
  Account Holder/Beneficiary Address
  Account Holder/Beneficiary **************************************************************** Account Number
   
  Please verify with your bank that you are providing their ABA number specifically required for ACH deposits.
  
  On the other hand, if you elect to receive a reimbursement check instead, then please provide us with your complete mailing address.
   
  We very much appreciate your help with the requested information and look forward to hearing from you.  Please let us know if you have any questions or need anything clarified.
  
  ****************
  
  *********************
  Resolution Coordinator
  Consumer Affairs
  Hawaiian Airlines

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20258065
  
  I am rejecting this response because: this is not a resolution to the problem and no solution or refund has been offered.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/18/2023

  I have attached the confirmation email we received when we purchased our flight on Oct 23 with the total of the 2 tickets equalling $637, ********* bill receipt from the hotel we had to get overnight for the 11 hour delay by Hawaiian Airlines, the two screenshots of my bank statements showing proof of purchase of our tickets on Oct 23rd equalling to $318.50 per ticket, and the screenshot bank statement of the unauthorized charge of another $318.50 made on June 2nd after being told multiple times no charge would be made on the card, it was just to issue me a new confirmation number so I could be placed on the next flight with my husband due to your system malfunctioning and "losing" my original ticket. According to your policies we are entitled to 400% of our 2 tickets of $318.50 that were delayed 11 hours and we were denied boarding, therefore the amount for the refund should equal to $3358.75

  Business Response

  Date: 08/08/2023

  Response provided on 07/25/2023:

  Message From Consumer Affairs
  7/25/2023 - Case: CN-01934477
  
  *************************** - ************************
  
  Aloha ********************,
  
  I send my sincere apologies for the delay in getting this update to you. I'm glad you saw the refunds of two of the future reservations but am sorry that you didn't hear about them from me first.  I'm truly sorry to hear that one of your reservations was canceled in error.  I asked for assistance with the cancellations of only the trips that you listed in your request but I must say it was my impression based on your written statement that you were never going to travel with us again, so I think that *** have translated into our processing as the work progressed.
  
  Regarding your comment about being entitled to compensation at 400% of the fares you highlighted, we note the reference relates to situations when a guest is involuntarily denied boarding due to an oversold flight, which does not apply in your case.  You can reconfirm the provision under Rule 22: Denied Boarding and Compensation Due to Oversales in our Domestic Contract of Carriage, paragraph D(2).  You can find the Contract of Carriage on our website at *********************************************************************************** click on the link to Rule 22.
  
  Your reimbursement request as listed in your message dated 07/06/2023 follows:
   
  1) ***************************** ticket #************* $318.50
  Confirmation Code: VXKLMA (revised to T33NF2)
  HA 1 ***-*** on 06/02/2023 - Used
   
  2) *************************** ticket #************* $318.50
  Confirmation Code: VXKLMA
  HA 9 ***-*** on 06/01/2023 - Exchanged for:
  Confirmation Code: FBUSBZ
  HA 43 ***-*** on 07/30/2023
  Ticket #************* - Refunded on 07/07/2023
  $359.80 to card ending in 1323
   
  3) *************************** ticket #************* $318.50
  Ticket number is #************* (confirmation code 55ZKRB)
  HA 1 ***-*** on 06/02/2023 - Used
   
  4) Four ************ 6/1 - 6/2 = $492.25
  Refund check requested on 07/25/2023
   
  5) Future Flight #TJM3A9 = $359.50
  Traveler:***************************
  Ticket #************* - Refunded on 07/07/2023
  $359.50 to card ending in 1323
   
  6) Future Flight #TJ79BG = $397.00
  Traveler: ***************************
  Ticket #************* - Refunded on 07/07/2023
  $397.00 to card ending in 1323
  
  Regarding item #4 listed above, in our message to you dated 07/05/2023, we asked for confirmation of the payment method you preferred.  Absent clarification from you, we have asked our ****************** to issue you a reimbursement check of $492.25 to the mailing address below, which is listed in your reservation under confirmation code VXKLMA. This amount reflects the lodging expenses that you incurred for your hotel stay starting on 06/01/2023.  Please allow up to 20 business days for processing of the request.
   
  ***************************
  ***********************
  North Hollywood, **  91602
  
  Please let me know if you have any questions about the information summarized above or need further details.  In addition, if there are any other ticket amounts that remain to be refunded, please let me know by replying to this email and providing the confirmation codes and ticket numbers (if available),and the origin and destination airports and dates of travel, and I'll work on them for you.
  
  In closing, Hawaiian Airlines again deeply apologizes for the experience that you and ******************** encountered with us at the ******************* on 06/01/2023 and throughout this process.  No one deserves to be put through the situation that you described and we're truly sorry to lose your business.
  
  Respectfully yours, ****
  
  *********************
  Resolution Coordinator
  Consumer Affairs
  Hawaiian Airlines

  Clarification sent on 07/27/2023:

  Message From Consumer Affairs
  7/27/2023 - Case: CN-01934477
  
  Aloha ********************,
  
  There are no other tickets to refund.  If you look at the fourth paragraph in your message below from today, you say the refund of ticket #************* is a lie and then say it was refunded three sentences later.
  
  Ticket #************* was originally ticket #************* under confirmation code VXKLMA.  It was then exchanged on 02/23/23 for ticket #************* under code FBUSBZ.  Ticket #************* was refunded on 07/07/23.  You can see the history of the tickets in item #2 of the list in my message on 07/25/23.
  
  If you need further clarification, just let me know, ****
  
  From:************************
  Sent:7/27/2023 12:18 PM
  To:************************************************************************
  Subject:Re: [NON-HA] Hawaiian Airlines, ************************* CN-01934477
  
  ?Hello ****,
   Your negligence has yet again caused a severe amount of stress and problems for me since you last returned one of my emails. Due to your misunderstanding I had to call 4 separate times for days in a row to try and resolve YOUR mistake and get my ticket reissued back on my flight from SYD with my husband. 
  
  To make things ******* clear, I do not want ANYTHING changed or altered to mine or my husbands flight on HA452 Oct 21st from *** to ***. Stop tampering with it!
  
  As far as your response to my request below, I was denied boarding for whatever reason you want to claim, but either way, I was denied boarding and delayed over 10+ hours. And then disrespected by one of your employees by having the police called on us. My husband is active duty military and I find it appalling your company finds this kind of treatment acceptable. 
  
  Your claim below that youve refunded me for ticket #************* on 7/7/2023 is also a lie. Im looking at my bank statements right now and no such refund was issued. Ive attached a screenshot of my bank statements for that timeframe and you can see stone cold proof, no such refund was issued. The refund for #************* for $359.50 and #************* for $397 were refunded but nothing else. The amount of lies and deception your company will throw out is unbelievable. 
  
  Im not asking for much here, fulfilling my original requests is the least Hawaiian Airlines can do considering all the stress, delays, lies, and mistreatment weve experienced since June 1st. I was a loyal customer to ********************** and flew regularly between *********** and Oahu because of my husbands service, but after all of this, I cant trust this company anymore. Theres been absolutely no attempt to try and make things better from this company, only continuous efforts to make things worst instead. I cant believe these are the ethics and morals you operate on.
   
  Sincerely,
  ***************************

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20258065
  
  I am rejecting this response because: The claims of refunds and reimbursements is incorrect and not all refunds have been issues. Nor has proper compensation been given for the denied boarding and 11 hour delay caused by Hawaiian Airlines. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/17/2023

  There has been no compensation for mine and my husbands flights which we were denied boarding on and delayed 11 hours which entitles us to a 400% compensation per ticket. Each ticket was $318.50, that multiplied by 400% is $1274 per ticket, meaning $2548 in total for both tickets #************* & *************. The additional unauthorized charge of $318.50 for ticket #************* has also yet to be returned to me. In the last email with ****, he claims a check for our hotel expenses equalling to $492.25 was mailed to us, I've been traveling since that last email therefore I haven't returned home to confirm that check was received, therefore I'm trusting and untrustworthy company that they actually sent the check. However I will be returning home next week and will confirm if that was actually received or not. Moving forward, I'm not going to continue with this back and forth. I have provided proof after proof and verified multiple times, my next plan of action will be Small Claims Court if things are not resolved after this correspondence. 

• Initial Complaint

  Date:06/28/2023

  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 12th, 2023, our departing flight segment from ******** (1:10 p.m.) to ******* to ******* was delayed 5 hours in ********. Connecting flight to ******* from ******* was missed due to this delay in ********. ** finally got ** to ******* early evening (6:30 pm) Checked in ***** counter service and had to stay overnight at a hotel at our expense. No meal, transportation or hotel vouchers were offered by the ** representative. We were told to get receipts and submit such to **. We were rebooked by ** the following day on ****** Airlines from ******* to Kona to *******. Arrived at ******* on the next day May 13th, 2023 @ 11:30 p.m. What normally would have been an 8-hour journey developed into an approximate travel period of 2 days (approximately 31 hrs.). Our out-of-pocket monetary expense was $844.26. Additionally, we used our accumulated mileage miles and paid for seat upgrades. We did not have the seat upgrades on the rebooked Alaka Airlines outbound flight from Kona to *******. My initial certified letter to Hawaiian Airlines was dated and sent on June 5, 2023. I have not received any written reply to date. A second follow up letter was sent on June 28, 2023. We are requesting reimbursement for all out-of-pocket expenses, return of mileage miles used for this flight and any good faith compensation for the multiple delays covering a period of 2 days.

  Business Response

  Date: 07/06/2023

  Message From Consumer Affairs
  7/6/2023 - Case: CN-01947478
  
  ************************* - *******************
  
  *****/****************/*********************
  
  Thank you for taking the time to contact us regarding your recent travel experience. We appreciate your patience while awaiting our response. This is also to acknowledge receipt of your submitted inquiry to the Better Business Bureau. I'm sorry to hear that your Flight 296 from ******** to ******* on May 12, 2023 was delayed, which resulted in your missed connecting Flight 30 from ******* to *******.  As a customer, you are our valued guest. I understand that you were inconvenienced by our delay, and we take that very seriously.
  
  I see that your flight was delayed 5 hours and 1 minute, due to a late arrival because of connectivity computer issues.
  
  On the morning of May 12, 2023, a power outage at *********** a data center in ****** serving our IT connectivity needs caused a major system outage. This affected technology in our System ************************* (SOCC) and at our airport stations. Other ****** companies were also impacted by this outage.
  
  Power at the data center was finally restored around 12:00 pm, but we continued to experience intermittent issues across our network throughout the day, including flight operations and airport services, which prevented several flights from departing. As a result, lobbies were very crowded at our ****** stations. We realize how disruptive and frustrating this unfortunate situation was for everyone involved, and I can certainly sympathize with your experience. 
  
  Our Information Technology team was working with *********** to resolve the problems and restore our operations as quickly as was possible. We thank you for your patience and understanding. On behalf of Hawaiian Airlines, we apologize for the inconvenience you experienced and regret that you were impacted by this event. 
  
  When such delays arise, we have guidelines in place that determine how we compensate our guests. We take into account how long the delay lasted and when the delay occurred. Our guidelines allow us to provide consistent treatment for all of our guests.
  
  I have reviewed your case and see that you were reaccommodated and completed travel on Hawaiian Airlines Flight 230 from ******* to ****, connecting on ****** Airlines Flight 822 from **** to *******, on the following day, May 13, 2023, and no additional fees were charged. 
  
  While this is consistent with our guidelines, I realize how disruptive and frustrating delays can be, and I can certainly sympathize with your experience. We recognize that your time is valuable, and sincerely apologize for the inconvenience that you experienced. 
  
  Please be advised that as a courtesy, compensation was issued to affected passengers by our airport staff. As a token of our apology and appreciation for your understanding, you were each issued a $100 Travel Voucher, good for future travel Hawaiian Airlines. If you were not informed about this compensation or need assistance in accessing the credit, please click here for further assistance. For your convenience, I have requested to resend your travel voucher information and PIN via email.
   
  
  Passenger First Name: ****************
  Passenger Last Name: *****
  Confirmation Code: AMHNNA
  Flight Number: 296
  Date of Flight: May 12, 2023
   Passenger First Name: *********************
  Passenger Last Name: *****
  Confirmation Code: AMHNNA
  Flight Number: 296
  Date of Flight: May 12, 2023
  Please accept the Travel Voucher Terms & Conditions and click the "Redeem" button. Below, weve listed the terms and conditions associated with your travel credit(s). Please read this information carefully, so youll know how to book your travel. This Travel Voucher expires one year from the date of flight listed above.
  
  If you need any assistance, please contact our ****************** open 24 hours a day, 7 days a week at **************.
  
  While this compensation is consistent with our guidelines, as a courtesy, due to the additional issues you faced, we are issuing you each a $500 Travel Voucher, good for future travel on Hawaiian Airlines. 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.
  
  Although Extra Comfort seats are nonrefundable, as an additional courtesy, as requested, we're issuing a refund of $158 USD per person, to the credit card ending in 2937. These transactions should be reflected on your next credit statement or the one thereafter. We are unable to ***** your request to redeposit your redeemed miles for your nonrefundable used exchanged award tickets.  
  
  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.
  
  Hawaiian Airlines will consider reimbursement of up to $160 USD for (1) night hotel accommodations, up to $50 USD per person ($14/breakfast, $16/lunch, $20/dinner) meal expenses, and up to $30 USD for ground transportation expenses.
  
  As a courtesy, as you requested, we're issuing a reimbursement of $369.86 USD for your (1) night hotel accommodations at the ****************, $107.63 USD for your ground transportation expenses, and $50.77 USD for your meal expenses, for a total of $528.26 USD.
  
  In order to process the reimbursement via ACH to your bank account in *****************, please provide your information below. Upon receipt, I will forward to our ****************** for processing. Please note that funds can only be refunded back to the name of the ticket holder.
   
  Account Beneficiary Name
  Beneficiary Address
  Beneficiary Email Address
  Bank Name
  *ABA Number
  Bank Account Number
   
  *Please note: ABA numbers for deposits may differ from ABA numbers for wire transfers. Please verify with your bank their ABA number specifically required for ACH deposits.
   
  We appreciate and thank you for taking the time to let us know about your experience. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  Tell us why here...

• Initial Complaint

  Date:06/28/2023

  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.

  Date of transaction: 3/16/23 Amount: $3929.11 Itinerary # ************** I bought a vacation package that includes a flight and hotel from Hawaiian Airlines. When trying to cancel the whole reservation, they told me it was nonrefundable and nonchangeable. I've contacted Hawaiian Airlines multiple times and never offered me a solution. One agent told me "Either use it, or lose it." Hawaiian Airlines referred me to Expedia, who I didn't know they partnered up with in this transaction. Expedia also refuses to refund or change my reservation. Expedia then cancelled my hotel reservation. Expedia and Hawaiian Airlines refuses to give me my money back. On 6/9/23, they cancelled my hotel reservation with no refund. What did I pay $3900 for? I've been saving up for this trip and all that money just disappeared.

  Business Response

  Date: 07/06/2023

  Message From Consumer Affairs
  7/6/2023 - Case: CN-01947475
  
  *************************** - **********************
  Re: *******/****** TIPONES
         MAI/DARINE
  
  Aloha ******,
  
  Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.  Our office acknowledges the complaint that you filed with the Better Business Bureau (BBB).
  
  I'm sorry to learn that you both were unable to travel as scheduled.  After following up with our Vacation Package team, I see that they have issued a refund of your Hawaiian Airlines tickets.  The refund was processed on their end on June 30, 2023 back to the card used for purchase, which is the card ending in 3450.  Depending on your financial institution, once the merchant processes the refund, it should post to the account in approximately 3-5 business days.  When a financial institution accepts a refund from a merchant, they provide the merchant with an Acquirer Reference Number (***) as confirmation. Your financial institution provided "***********************" as the ***.  If you're unable to locate the credit, I'd recommend that you speak to the department that handles credit disputes at your financial institution and aprovide them with the *** number so they can track the refund.
  
  In case you need to follow up with our Vacation Package team, please call them at **************.
  
  I appreciate the time that you've taken to contact us.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

• Initial Complaint

  Date:06/28/2023

  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.

  Purchased 2 Hawaiian Airlines tickets 1way KOA-KailuaKona,HI to ********** ** on May 12,2023. To Fly on June 15,2023 with our pets in cabin. Here is what I sent to HI air. WHERE TO START! Lied to by Supervisor at KOA. Said FAA changed size of our EMS-Pets carrier. Have flown with 4 other airlines with same carrier! They fit under seats. Smaller than carry on luggage. Not told that after June 1 size had changed specifically, & much smaller than approved before. BY THIS ERROR ON YOUR PART it blew out a 4month plus trip to see older sister, 2 brothers with strokes! So as you see it was not just pleasure. As it may be the last time I am able to see my ILL FAMILY! We shipped a car to LongBeach now have to ship it back here. OUT $4000 FOR THAT! Plus $100 for rides to & from home to KOA! Let alone the Vet checks for our Dogs to fly to Mainland. Worst of it is then refusing to give back our $ on Hawaiian Air Credit card. WAS 2 inches to large. *** said to me today per a conversation that carrier should have been put in carry on box sizer. You say pets are Ohana this was not the case for a 1way trip! Could have been grandfathered by only 2 weeks. When the time on mainland could have prepared for all changes. Dimensions (in) L x W x H 21 x 16 x 15 on other air carriers SIZE 100. When trip booked no size changes listed on your site. SO YOUR AIR LINE BLEW IT IN 6 WAYS FOR ** TO TRAVEL! SO LIVING IN ****** MANY WAYS FEEL ALOHA BUT NOT BY YOUR COMPANY! So I just found out I was refunded on credit card for trip. But wondering my recourse for car shipping? Any help you can give is very much appreciated. *******

  Business Response

  Date: 07/05/2023

  Message From Consumer Affairs
  7/5/2023 - Case: CN-01944267
  
  *********************** - ***************
  
  Confirmation Code: 54OXIM (issued on 05/11/2023)
  HA 139 KOA-OGG on 06/15/2023
  HA 72 OGG-LGB on 06/15/2023
  Ticket #************* (Bradford)
  Ticket #************* (*******)
  
  Aloha ************,
  
  We received the request that you filed with the ****** Better Business Bureau and started working on your case.  We truly appreciate your patience while awaiting our reply.
  
  We're very sorry to hear about the problems you had traveling with your family pet on your Hawaiian Airlines flight to ********** on 06/15/2023. The experience you encountered is not the customer service standards we strive to maintain.  We want our guests to receive the outstanding customer service they deserve each time they travel with us.
  
  Information about the modifications to our acceptance requirements for pets traveling in the cabin for travel on 06/01/2023 or later was posted on hawaiianairlines.com on 05/10/2023.  The updated carrier requirements specified:
  
  1) All carriers are subject to measurement and inspection by Hawaiian Airlines personnel prior to being accepted for travel. Maximum allowable size is 16long x 10 wide x 9.5 high.
  2) To qualify, your pet must not be longer, wider or taller than the dimensions of the carrier when standing on all 4 legs.
  3) The pet must be able to stand, lay down and turn around in a natural manner while the carrier is closed.
  4) Maximum combined weight of your animal and the carrier is 25 lbs.
  5) Pet and carrier must meet all requirements in the Pet In Cabin Carrier/Size Guide. Those that do not meet these requirements will not be permitted to travel in the cabin.
  Detailed information for Pets Traveling in the Cabin can be found at this link: ************************************************************************.
  
  We looked at your reservation under confirmation code 54OXIM and saw that the tickets listed above were placed in Suspended status.  An unused ticket will normally be in OKstatus.  The Suspended status indicates to Hawaiian Airlines that a dispute of the charge has been initiated with a cardholders credit card issuer or banking institution.
   
  Given there is a dispute over the charge, Hawaiian Airlines is unable to assist you further at this time.  The banking institution will complete their investigation of the charges and either return the disputed funds to Hawaiian Airlines or refund the amount to the cardholder.  Please reach out to your credit card issuer directly for more information and assistance.
   
  We appreciate having the opportunity to respond.  We also thank you for choosing to travel with Hawaiian Airlines.
  
  ***************
  
  *********************
  Resolution Coordinator
  Consumer Affairs
  Hawaiian Airlines

  Customer Answer

  Date: 07/05/2023

  
  Complaint: 20247058
  
  I am rejecting this response because:
  If we would not have put in a disput with HI Air credit card would only have gotten credit for future flights.

  This is not fair to EMS pets in cabin for those of us who follow all the rules!

  All other carriers are using the size we have. Not sure why you changed your size. Was it to make more $ to ship in cargo?

  So we are out an additional $2100 to ship car back that was going to be left in *********.

  
  ******** And ***********************

• Initial Complaint

  Date:06/24/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I have been trying to get a refund from Hawaiian Airlines ***************) since cancelling a flight I made on their mobile app on 4/12/2023 within an hour of having booked the flight. I found out I booked the wrong return date, called their customer service and cancelled the flight and made a new flight back on the app with correct dates. I have called and emailed them several times regarding this since then. They refunded my $661.00 but have yet to refund my $227.00 for the econo plus extra legroom seats that were charged to me separately for that same cancelled flight. I believe my Reservation Code was either MXDATO or JFSAOK but have noticed they have changed my correct reservation code as well so they might have changed that one too. Per my bank, Hawaiian Financial FCU *************) - the authorization code was # ****** and system trace # was ******. Could you please ask them to refund my $227.00 to my Master Card ASAP? Please feel free to call me on my work cell at ************** during M-F HST from 0600- 1430 hrs. or my personal cell ************** off hours. Thank you!

  Business Response

  Date: 07/05/2023

  Aloha ********************,
  
  We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about how your reservation was handled. It certainly feels like we're not upholding the values at Hawaiian Airlines and providing you with the ho'okipa our guests expect and we should deliver. 
  
  In recognition of your refunded ticket, we'll also be refunding the $227 Extra Comfort seat upgrade back to the card ending in 4462. We will make every effort to process refunds within seven business days. The refund will be reflected on your next credit statement.
  
  ********************, I appreciate the opportunity to assist you with this matter. Thank you again for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 07/05/2023

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

• Initial Complaint

  Date:06/23/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to cancel a reservation and was provided a voucher that I could only use if I called customer service to book. When I called, I had already checked the website for dates and prices and was ready to book. I spoke with ******, and she made it extremely difficult to book. Not only did she tell me that my voucher belonged to someone else, only to find out that it did indeed belong to me, but she also kept mixing the dates up for the trip. During this time (we were on the phone for over an hour) she refused to give me the price that was posted on the website because she didnt see the same price on her end and was going to charge me an additional $50 per ticket, but then when I finally agreed so I could just use our vouchers and book the trip, she then told me that we had been on the phone too long and the prices had changed yet again and I would be charged an ADDITIONAL $30 on top of the $50 she had already quoted for one of the tickets. In the end, the price she quoted per ticket would be $511 per ticket and then charged an additional $30 for my ticket. This is terrible customer service all around and if there is a price that is quoted on the website (I have screenshots of the price) she shouldnt tell me to keep refreshing my page for 15mins for me to see the higher prices. Then change the price on one ticket to be even higher. The customer service with this company is awful and they clearly dont care about their customers at all.

  Business Response

  Date: 07/05/2023

  Message From Consumer Affairs
  7/5/2023 - Case: CN-01947461
  
  ************************* - **********************
  
  Aloha Ms. ******,
  
  The Hawaiian Airlines *********************** has received your inquiry from the Better Business Bureau (BBB) regarding your refund request.
  
  Upon our review of your inquiry, we apologize for the poor customer service you received from our Reservations Department.  We have shared your inquiry with the ********************************** for their internal investigation.
  
  We do not see any reservation or flight information for us to review, and we are not sure what you are requesting to be refunded.  Please reply through the BBB website with the Hawaiian Airlines reservation that you are requesting to be refunded.  Once we have this information we can continue with your case.
  
  We look forward to hearing from you.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:06/23/2023

  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 wife and I planned a vacation in Hawaiian. We were scheduled to leave ******** May 24th, 2023, and arrive on the Big Island. After five days on ****, we would fly inter-island on Hawaiian Airlines to Kauai for another five days, then fly Hawaiian Airlines from ***** to ********, ******** to ********. On February 13th, 2023. I suffered a stroke. Both my PCP and my Neurologists suggested that we cancel our vacation plans. We requested full refunds from the Hotels, car rentals, ****** Airlines and Hawaiian Airlines. All vendors refunded our payments immediately, except Hawaiian Airlines they required us to jump through some hoops, but eventually refunded the inter-island flights in full. The return flight to ******** was another matter. After over two months of emails, letters and phone calls we finally spoke with a senior customer service representative that promised to immediately process a full refund for the returns cancelled tickets for my wife and I. I requested that she send an email to confirm our agreement, which she did. However, when the refund was received $200 for a service fee was withheld on each ticket. This was contrary to what was promised and agreed to. We would like for Hawaiian Airlines to refund the additional $400.00 that was promised and agreed to in the email sent and received by Hawaiian Airlines customer affairs representative.

  Customer Answer

  Date: 06/30/2023

  Hi ********,
  I received an email from Hawaiian Airlines yesterday.  They have agreed to refund the balance of our cancelled tickets.  Very frustrating experience with this airline.  Alaska Airlines resolved the issue with a phone call in early April, Hawaiian Airlines has taken nearly three months before we could get our full refund.  Thank you very much for your assistance.
  
  Regards,
  *******************
  

  
  

  Customer Answer

  Date: 07/11/2023

  see attached

  Business Response

  Date: 07/12/2023

  ******************,
  
  We've received notice of the complaint that you submitted with the Better Business Bureau (BBB).  I've checked our records and see that the two fees of $200 each were both processed for a refund on our end on June 28, ******************************* 3124.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

• Initial Complaint

  Date:06/22/2023

  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.

  My husband and I were each given travel vouchers for $1000 each to change a flight. They would not accept online or phone use so I was advised in writing to book travel via my credit card, send original vouchers by certified mail, and the money would be refunded for the tickets I had to buy. I did this over 6 weeks ago and can get no response. I have sent multiple emails, complaint # ******-000772 and reached out via Instagram, who responds but says they cant help and to be patient. I have copies of all documents for vouchers issued 1/11/23. Meanwhile I spent over $2000 on 5/10/23 and cannot get the money I am due.

  Business Response

  Date: 07/07/2023

  Message From Consumer Affairs
  7/7/2023 - Case: CN-01907215
  
  ******************************* - ****************
  RE: *******/*****************************, *******/******** *******
  
  Aloha *******************************,
  
  Thank you for contacting Hawaiian Airlines ************************ We sincerely apologize for the delay in our response but appreciate your patience awaiting our reply. We are sorry for the frustrations you have experienced in redeeming your Paper Travel Credits. At this time, our office has submitted a request to our ********************* to process the two (2) $1,000.00 refunds towards your and ********************** tickets under your current reservation for travel in February ****. The two $1,000.00 refunds will be processed to the card used for payment ending in ****. Refunds are processed within seven business days but may not appear until the next credit statement or one thereafter.
  
  We have appreciated the opportunity to review your case, and we do apologize once more for the delay in having this actioned. We look forward to welcoming you on board your future flights with us. Until then, please take care, and thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  
  *************************
  Senior Resolution Coordinator
  Consumer Affairs

  Customer Answer

  Date: 07/07/2023

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

• Initial Complaint

  Date:06/21/2023

  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 had reservations on Hawaiian Air to depart on 4/13/2020, but the flight was cancelled because of COVID, Confirmation Code LHTKKG. The initial amount I paid was $522.20, and was given a credit to use by 4/2022, but was unable to travel before 4/2022. Since then I made reservations to use the flight credit, Ref. #*************, but had to cancel again. When I tried to use the credit, I was told it had expired in 12/31/2022! I submitted 2 email requests on 4/28/23 to the consumer affairs office, and had not received any response since then! I paid $522.20 of my hard-earned money, so Hawaiian Air should honor it so that I can visit my sister.

  Business Response

  Date: 07/05/2023

  Aloha ****************,
  
  We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn that you were unable to use your ticket. As a customer, you're our valued guest. 
  
  All tickets purchased under our covid waivers expired on December 31, 2022. In recognition of your request, we'll be issuing you a Travel Voucher in exchange for the expired ticket value good for future travel with us. Please note that your $535.30 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.
  
  The Travel Voucher is valid for one-year from the date of issuance (unless stated otherwise), non-transferable, has no cash value, and entitles the passenger named on the Voucher to a credit for the amount of the Voucher towards the purchase of any available Hawaiian Airlines published or web fares on www.HawaiianAirlines.com, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 07/05/2023

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

• Initial Complaint

  Date:06/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB, Thank you so much for your assistance on this matter. I booked a Hawaiian Airlines flight for my husband and myself months ahead of time for a trip scheduled May 27-June 3, 2023. 24 hours before our scheduled flight I attempted to check us both in to find out my husband had been dropped from our reservation without any notification from Hawaiian Airlines. I called customer service and was told yes, he did have a reservation but because I used points for my seat and a companion discount for his (which is not allowed although I was not notified of this at the time of booking) he was dropped from the reservation. Again, we were not notified by email, phone call or text that this had taken place. As a result, and because we had our 30th wedding anniversary vacation plans in place, we were forced to book him a ticket last minute. The only seat available was a first class seat so we ended up paying $1924 for his seat. If we had been notified prior to this we would have been able to book him a regular priced seat. We are disappointed in Hawaiian Airlines that we were not informed he was dropped from the reservation. We were not prepared to spend an additional $1924 on this trip. We would like some sort of compensation for this unfortunate situation. Hawaiian Airlines confirmation code is WMKJMX ticket number ************* flight number 64 departing city *********** arrival city Kauai *****, ** departing date May 27, 2023 If there is any other information that would be helpful we are happy to provide it. Thank you

  Business Response

  Date: 07/05/2023

  Message From Consumer Affairs
  7/4/2023 - Case: CN-01947418
  
  ********************* - ********************
  
  *****/*****
  Confirmation Code: WMKJMX
  
  *****/***********************
  Confirmation Code: DCZIJA
  Aloha Ms.  *****,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted inquiry to the Better Business Bureau regarding your recent travel experience.
  
  On March 29, 2023, our records show that two separate reservations were booked, award ticket (WMKJMX) and a Dollar/Miles ticket (DCZIJA), for your scheduled round trip travel on May 27 - June 3, 2023, from *********** to *****.
  
  I see that travel was completed on your round trip award ticket (WMKJMX), however, ****************** Dollar/Miles tickets (DCZIJA) are unused. 
  In order for us to proceed with your case, please provide us with the following information for your new used ticket purchased for **************:
  
   Dates of travel
   Flight information (6-letter Confirmation Code, ticket number, etc.)
  
  I look forward to hearing from you soon.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  Tell us why here...

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20211122
  
  I am rejecting this response because: I appreciate the response but it has yet to be resolved. I responded with the attached email. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/24/2023

  Message From Consumer Affairs
  7/24/2023 - Case: CN-01947418
  
  ********************* - ********************
  
  *****/*****
  Confirmation Code: WMKJMX
  
  *****/***********************
  Confirmation Code: SSSFXT & DCZIJA
  
  Aloha Ms.  *****,
  
  Thank you for your patience while awaiting our reply. This is to acknowledge receipt of your rejected response submitted to the Better Business Bureau.
  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.
  
  Please know that your experience is important to us, and we took some additional time to look into this matter with our ******************* General Manager and Reservations Department. 
  
  On March 29, 2023, our records show that duplicate bookings were made for **************, Confirmation Code: SSSFXT & DCZIJA, for his scheduled round trip travel on May 27 - June 3, 2023, from *********** to *****. 
  
  For future travels, when the system recognizes duplicate bookings, 1 of the duplicate bookings is subject to cancellation. Therefore, Confirmation Code: SSSFXT was canceled and no ticket was issued, which resulted in ************** being unable to check in.
  
  As a courtesy, we issued a refund for Mr. ************;unused Dollar/Miles tickets (DCZIJA), to the credit card ending in 5249. As an additional courtesy, we redeposited the ****** HawaiianMiles used to pay for his award ticket, waiving the normal redeposit fee.
  
  Regrettably, we are unable to issue a refund for his nonrefundable used First Class ticket (6UVDRH) purchased on May 26, 2023, for his completed scheduled round trip travel on May 27 - June 3, 2023, from *********** to *****.
  
  Thank you for allowing me the opportunity to respond to your concern. Take good care.
  
  Mahalo,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
   
   
  
  From:********************
  Sent:7/11/2023 7:49 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, ************************* CN-01947418
  
  CAUTION: External Sender
  Report suspicious messages to ********************************
  ? ?
  
  Hello, Is it possible to speak with you about this matter over the phone? 
  On Thu, Jul 6, 2023 at 12:06?PM ******************************* <*******************************************; ************ it possible to speak with you about this issue over the phone? Since we booked this trip months in advance and then were told the day before one of our tickets was unusable how is this our fault? Hawaiian Airlines made an additional $2000 plus my upgrade. This could almost be considered fraud on HA part.
  
   
  On Thu, Jul 6, 2023 at 6:37?AM ******************************* <********************> wrote:
  Dear **************, 
  
  Just to clarify we did not want to purchase a first class ticket for ************** on May 26th. The only reason we did this was because, upon check in for our flight, we were told his existing reservation "was dropped" by Hawaiian Air and we would need to purchase him a new last minute ticket. The only ticket available was a first class ticket. Can you please explain how this occurred? We were not informed that he was dropped from the reservation prior to the moment we attempted to check in for our flight. 
  On Wed, Jul 5, 2023 at 9:56?PM Hawaiian Airlines: *********************** <************************************************************************> wrote:
  Message From Consumer Affairs
  7/5/2023 - Case: CN-01947418
  
  ********************* - ********************
  
  *****/*****
  Confirmation Code: WMKJMX
  
  *****/***********************
  Confirmation Code: DCZIJA
  
  Aloha Ms.  *****,
  
  Thank you for your reply.
  
  On May 26, 2023, our records show that ticket (6UVDRH) was purchased for your completed scheduled round trip travel on May 27 - June 3, 2023, from *********** to *****.
  
  On May 27, 2023, as you requested, a First Class day of departure upgrade was purchased for your completed scheduled travel on May 27, 2023, from *********** to *****.
  
  Although your used tickets and First Class upgrade are nonrefundable, as a courtesy, we're issuing a refund for ****************** unused Dollar/Miles tickets (DCZIJA), to the credit card ending in 5249. These transactions should be reflected on your next credit statement 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.
  
  As an additional courtesy, we will redeposit the ****** HawaiianMiles used to pay for his award ticket, waiving the normal redeposit fee. Please allow up to 14 business days for these miles to be posted to your account *********** balance.
  
  We appreciate and thank you for your patience in this matter. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
  
   
  From:********************
  Sent:7/5/2023 2:58 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, ************************* CN-01947418
   CAUTION: External Sender
  Report suspicious messages to ********************************
  ? ?
  
  Dear **************,
  
  Thank you for your email and help with this matter. The reason ****************** ticket was unused was we were told, upon check in, that he would not be able to use the ticket and we would need to purchase a new one. The only ticket available for a flight the following day was a first class ticket. We had no choice but to make the purchase as we had a week-long 30th Anniversary trip planned. Here is the purchase information. May 27 purchase date, May 28 flight date, HAWAIIAN ************* ******** ** *****/*** 05/27/2023 *** *** *** Agency: HNLHA01GS #*************. price paid $1,924.00. We also needed to upgrade my seat in order to sit together;  Purchase info May 28 May 29 HAWAIIAN ************* *********** ** price paid.  $459.  
  Dates of travel May 27th to June 3rd, 2023. I've attached the receipt as well. The total we spent, but had not planned to or budgeted for, to take this flight was $2383. We are disappointed in Hawaiian Air. We used to believe that you guys were one of the best but after this experience we're not so sure. 
  
  Passenger : ***************** (ADT)
  
  Booking ref : 6UVDRH
  
  Ticket number : 173 2300711307
  
  
  HAWAIIAN *************
  Account ....5249
  
  $1,924
  ON STATEMENT AS
  HAWAIIAN *************
  MERCHANT LOCATION
  ******** ** 968191804
  TRANSACTION DATE
  Saturday, May 27th, 2023
  POST DATE
  Sunday, May 28th, 2023
  MERCHANT CATEGORY
  ******* AIR
  Dispute Charge
  
  
  
  HAWAIIAN *************
  Account ....5249
  
   $459.00
  
  ON STATEMENT AS
  HAWAIIAN *************
  MERCHANT LOCATION
  *********** ** 968191804
  TRANSACTION DATE
  Sunday, May 28th, 2023
  POST DATE
  Monday, May 29th, 2023
  MERCHANT CATEGORY
  ******* AIR
  Dispute Charge
  
  
  
  
  
  
  
   
  On Wed, Jul 5, 2023 at 1:20?AM Hawaiian Airlines: *********************** <************************************************************************> wrote:
  Message From Consumer Affairs
  7/4/2023 - Case: CN-01947418
  
  ********************* - ********************
  
  *****/*****
  Confirmation Code: WMKJMX
  
  *****/***********************
  Confirmation Code: DCZIJA
  Aloha Ms.  *****,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted inquiry to the Better Business Bureau regarding your recent travel experience.
  
  On March 29, 2023, our records show that two separate reservations were booked, award ticket (WMKJMX) and a Dollar/Miles ticket (DCZIJA), for your scheduled round trip travel on May 27 - June 3, 2023, from *********** to *****.
  
  I see that travel was completed on your round trip award ticket (WMKJMX), however, ****************** Dollar/Miles tickets (DCZIJA) are unused. 
  In order for us to proceed with your case, please provide us with the following information for your new used ticket purchased for **************:
  
   Dates of travel
   Flight information (6-letter Confirmation Code, ticket number, etc.)
  
  I look forward to hearing from you soon.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  Tell us why here...

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20211122
  
  I am rejecting this response because: The airline cancelled my husband's reservation without notifying us and the only way he could take our scheduled flight was to purchase a first class round trip ticket at $2000. This seems like unethical practice on Hawaiian Airlines part.
  
  Sincerely,
  
  *********************