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:06/19/2023

  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 2/13/23, I was booked on a flight from ******** to ********, **, on Hawaiian Airlines. 20 minutes from landing, we were diverted from ** to ******, *** due to the **************** closing unexpectedly. We were told to book lodging upon landing in ****** as there was no guarantee that the airlines could secure rooms for the entire flight. I booked online with the ************** Upon returning home, I contacted Hawaiian Airlines via their online contact information- the only way to file my refund request. Their site was confusing and hard to navigate for their customer support. I finally was able to upload the required documents and was sent a case number on 3/2/23. After 34 days- and past their required response time of 30 days- they finally emailed me re: my refund. I requested they mail me a check, and they said it would take 3 weeks to process. It's now been over two months- and no check. I re-emailed them and was told to wait another 3 weeks. This is NOT acceptable. I also requested that the additional air miles be credited to my account ***** miles) since I was diverted by the airlines. They refused and cited the Contract of Carriage. I reviewed this document and found no such clause stating that I was not entitled to the air miles when the airline was forced to divert to another location. Lastly, I booked a flight in April and then had to cancel it. They gave me credit, but they don't list this credit in my account, and it took an agent 20 minutes to locate my credit in their system. When trying to book another flight that had a codeshare, but Hawaiian was the main flight, they refused to apply the $422 credit, citing that it was NOT a Hawaiian Airlines flight, yet he flights contained Hawaiian Airlines flight numbers, and the originating leg is a Hawaiian Airlines flight from ******** to ***. The 2nd leg is the codeshare with Jet Blue but with a Hawaiian Airlines flight number. They concealed my credit & won't allow me to use it.

  Business Response

  Date: 07/05/2023

  Aloha *********************************,
  
  We received your inquiry to the BBB on July 3. 
  
  We apologize for the delay in sending your refund check. Our ********************* has confirmed that the check was sent on June 23 to the address provided to us. 
  
  Regarding your HawaiianMiles concern, miles earned on Hawaiian Airlines flights will be the actual air-miles between the city pair. In your situation, your ticket was purchased for travel between ******** and ********, which was properly deposited. 
  
  We were able to locate your reservation on the unused ticket between ****** to ********. We see that a fare difference of $122.30 was collected on June 30 in order to change your flight to ********-********-*******, partly operated by our codeshare partner JetBlue. 
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20208067
  
  I am rejecting this response because:  Hawaiian Airlines FINALLY sent my refund only after a formal complaint was filed.  They (************************ who seems to be the only "Resolution Coordinator"- that's hilarious-) ignored my last follow up email and blew me off until confronted by the BBB.  In regards to me using my airline credit- Hawaiian forced me to spend over 2 hours on the phone with two different CS Reps because I had no way of seeing my airline credit in my account- unlike other ********************** such as Delta and American where I also have **credits right now.  The first **************** Rep could not even locate it for over 20 minutes, and then on my second one hour phone call- I had to literally READ Hawaiian's rules to her regarding the **Credit which stated that it could be used on a codeshare flight after being told by 2 C.S Reps that I could NOT do that!  She had to get "Support" on another line to help her after telling me that she couldn't book the flight due to a "warning" on the Jet Blue leg stating that this flight "could" be cancelled; and then she was able to finally override this "warning".  After another 40 minutes of her trying to book this flight, she then told me that I owed $122 after the **credit of $381 was applied.  My original booking was for *** - ***- ***/ one way and was showing a cost of $379.  So how did I owe $122??  Seems to me, I should have had $2 to spare.  Well, Hawaiian Airlines decided to re-input my one way ticket as ***-*** only- which - wait for it- cost $513 for the same flight, same day, same departure!  At this point- I was sick and tired of arguing with the C.S rep- whom I do not blame for this fiasco- they are only doing what they are trained to do- unfortunately it's very poor training- so I finally threw in the towel and paid the additional $122 which I should NOT have to do since my original booking was from *** to *** for $379.  The answer from ************************ is a canned response, and speaks to his lack of knowledge on how to respond when this airline hides behind "ALOHA", when in reality- they do everything that they can to prevent their customers from using valid credits by concealing them so that even trained agents can't find it, then deliberately select another nearly identical flight that is a higher cost just so they can charge over the credit.  Fraudulent is the word that comes to mind for this tactic.  I'm so disgusted with Hawaiian Airlines, I'm seriously considering dumping their credit card.  They are a disgrace- especially when I can go directly into my Delta and American Airlines accounts, pull up my credits and book a flight for myself or anyone else that I want to purchase a ticket for, and not spend 2 hours on the phone with a CS Rep struggling to get through their antiquated system.  Hawaiian Airlines clearly has a lot to learn from their competitors on how customer service really works. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/16/2023

  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 the transaction: 10/2/22 flight got canceled March 22 and got transferred to the new flight on 3/23 Amount paid: ****** Committed: refund however no email confirmation Nature of dispute: lack of customer service, paid for something I didnt receive being hung up on multiple times more time spent on the phone than booking this flight. it's presented as no compensation no nothing for our experience after explaining to phone customer service and the gate agents.Booking reference: IORKNJ Confirmation code 3sx8yr More information included in the pdf uploaded email sent to Hawaiian airlines on 6/14/23.

  Business Response

  Date: 07/06/2023

  Message From Consumer Affairs
  7/6/2023 - Case: CN-01940838
  
  *********************************** - *************************
  Re: **********/*****************************
         **********/*****************************
  
  ********************,
  
  Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.  Our office acknowledges receipt of 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 reviewing your case and considering the circumstances, in lieu of your ticket numbers ************* and 1732194047373, we'll go ahead and issue each guest a $1369 travel voucher that's good toward a future ticket purchase with 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.
   
  Note that 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 www.HawaiianAirlines.com, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.
  
  As for the ****** Hawaiian Miles redeemed for an upgrade for the original ******** to ****** flight, our records indicate that you contacted our *********************** on March 28, 2023 to request for a redeposit of the ****** Hawaiian Miles.  After further review, I see that the ****** miles have been redeposited.  According to our records, we see that the ****** Hawaiian Miles was redeposited on March 30, 2023 back to the account it was redeemed from (*********). However, please note the redeposit will not appear as a separate transaction on your statement. Instead, it will cancel out the mileage redemption that was deducted when the the upgrade was processed. We see that the upgrade was originally processed on August 7, 2022. When you look at your statement, you will no longer see that any miles were deducted. 
  
  If you need additional assistance locating your miles, you may contact our Hawaiian ******************** directly at ************** Monday through Friday from 7:00 a.m. to 4:30 p.m. HST.
  
  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, ***********************

• Initial Complaint

  Date:06/15/2023

  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.

  We have a flight credit with Hawaiian we are trying to rebook. We have had to unfortunately cancel and rebook numerous times because of the pandemic and we had a baby during the pandemic. We tried to contact the Hawaiian Airlines *********************** back in April 26th but due to their Core Conversion they stated it would take 30 days to respond. It is now been 50 days and we have had no response. We have sent follow up emails on 5/2 and 5/23 and have called customer service on 6/5 and still have had no response.

  Business Response

  Date: 08/28/2023

  Message From Consumer Affairs
  8/15/2023 - Case: CN-01933586
  
  ********************************* - *******************************************
  Re: **********/******/*****/****
  
  Aloha ************************,
  
  We truly appreciate your patience while we work through our backlog. We've been overwhelmed with case volume and frequent changes.
  
  After reviewing your case, the tickets you purchased are non-refundable, non-transferable and had expired already.  Unfortunately, we are unable to extend the validity of your ticket. However, we will redeposit your miles for the ticket of Jack and issue you and ***** a Travel Voucher, good for future travel on Hawaiian Airlines. These travel vouchers are for the unused value of your tickets, $478.00 for you and *****. Please allow up to 14 business days for the miles to be posted to the source account *********. Please note that reversals will not show up via online account statement but will be reflected in account balance.
  
  Please note that the Travel 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 know that the issued travel vouchers are outside of our normal guidelines. 
  
  For more information on how to utilize your Travel Voucher, please visit the help page here. Please note that should you need to "look up" your travel voucher
  
  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 www.HawaiianAirlines.com, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.
  
  Please understand that the issuance of these Travel Vouchers for your expired ticket are outside of our normal guidelines. This credit must be redeemed by the expiration date and will not be re-issued or extended.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ****
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

• Initial Complaint

  Date:06/14/2023

  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.

  I have issued a consumer affairs complaint and received zero response.Incident: 230614-000205 I had to cancel my flight (10/09/2022) last minute because I tested positive for COVID. I called and they let me know I would be issued a credit for the amount of my ticket and I had to use it within a year. That is completely fine. Well fast forward a couple of months and I am trying to use my travel credit. However, I am being told that I can only use it for a Main Cabin Basic fair and I cannot apply this on a reservation that includes another individual. None of this was explained to me when I was issued a travel credit. I need to book my trip this week and I need to be on the same reservation as another individual. They are special needs so we need to be sitting next to each other.I called customer service three times explaining my situation and was greeted with the most horrific experience of my life. After an hour of talking and waiting and explaining and having them talk to their supervisor with the first customer service individual, they explained that I would need to wait for consumer affairs to reply to my report. I voiced my concern that prices were going to go up and I want to book my trip asap. They said they could issue a hold fair. I told them that is fine, but could they email that to they would hold the fair. They said they would and I told them that I would like to stay on the line until I received the email. We waited ten to fifteen minutes, no email came. I asked them to double check the email address, they told me I would be placed on hold as they checked. Okay that is perfectly fine to be placed on hold. They proceeded to HANG UP ON ME. I was completely deflated. I am trying to just use the money I have already spent and apply it to another reservation that costs MORE! I would be spending more money at hawaiian airlines. Why is this so difficult?I called customer service again and I had to go back and forth with them again on my situation and telling them I just need the email that says they would honor the fairs of today when I booked later on. They informed me that they couldn't hold fairs. I asked them why then the other customer service individual and their supervisor told me that they could. They then said they would check with their supervisor and that they would put me on hold. THEY PROCEEDED TO HANG UP ON ME AGAIN.I am shocked that in 2023 this is how I am being treated by customer service. I AM JUST TRYING TO SPEND MY MONEY AT HAWAIIAN AIRLINES!!!!!Unfortunately, because I need to book my trip right now. I want a full refund from Hawaiian Airlines.I have to say that I also had to cancel a flight with ****** Airlines (same trip, just the return flight). This was also the basic fair and they gave me a travel credit with zero restrictions. I was able to apply the credit to any reservation I liked, so guess what? I used them for my next trip instead of hawaiian airlines.I am horrified for you Hawaiian Airlines....

  Business Response

  Date: 06/30/2023

  Aloha Ms. *********,
  
  We received your inquiry to the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn that you were unable to travel to Maui. As a customer, you're our valued guest so there's never an acceptable excuse when you receive poor service. We take situations like yours seriously and have shared this with our *********************** Managers to improve our services. 
  
  In recognition of your circumstances, we'll be refunding your ticket back to the card ending in 0830. We will make every effort to process refunds within seven business days. The refund will be reflected on your next credit statement.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  

• Initial Complaint

  Date:06/13/2023

  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.

  I have been loyal and flown with Hawaiian Airlines quite frequently for many years. The service has significantly decreased though I have continued to fly with Hawaiian due to having the Hawaiian Miles credit card. Most recently, i called to change my reservation due to their website being down and unable to make the changes myself. I originally paid $442.50 per ticket for 3 people for a total of $1327.50. The current price online was $589 for the same route on different day. So the flight difference should have been a difference of $146.50. However, I was charged $267 per ticket for a total of of $798 and was told that the flight costs change continuously. Customer's should not be liable for the company's failure to have a properly functioning website. The website has been down and not functioning properly since the conversion about 2 months ago. It is unethical to charge customers higher fees because they are unable to make the changes due to failures in the company's IT infrastructure. We are active duty military and had unforeseen changes to our relocation and leave. I waited on the phone on 6/13/23 for 1:05:12 and spoke to representative #C110517 who escalated to Supervisor Suzy ********* Hawaiian Airlines is engaging in unethical price gouging. In addition, I flew with Hawaiian Airlines in April and had made accommodations in advance for my wedding dress. I was told my reservation would be noted and the flight attendants would hang my dress in their area. However, when i boarded the aircraft the flight attendant was extremely rude and I was forced to shove my wedding dress in the overhead bin which caused it to become smashed, frayed and damaged.

  Business Response

  Date: 07/05/2023

  Message From Consumer Affairs
  7/5/2023 - Case: CN-01946411
  
  *******************************************************************************
  
  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, of your recent travel experience and additional fare difference on your requested ticket exchange.
  
  When making date/flight, reroute, or other changes to a Main Cabin, First Class and Business Class ticket, any applicable difference in fare (greater than $0) will be charged. Refund or credit will not be provided for any ticket changes that result in a fare less than the original fare paid. The value of the new ticket must be equal or higher than the value of the original ticket.
  
  For more information and details, please click on Fare Rules Terms and Conditions.
  
  In order for us to proceed with your case, please provide us with the following information:
  
  Passenger(s) name
  Dates of travel
  Flight information (6-letter Confirmation Code/Alpha-numeric record locator, ticket number, departure/arrival city, etc.)
  
  I look forward to hearing from you soon.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

• Initial Complaint

  Date:06/13/2023

  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.

  1. Date: April 30, 2023 2. The business committed a Travel credit or refund on the plan and gave us a voucher for another flight or at least that is what was said at the time. When I got back to apply for it online it didn't work and I attempted contacting through the contact us but that also did not work.3. The flight was first class but the seats where broken in a fixed position. For myself and wife this could of put us in ***** way given during take of and landing they require you to be in an upright position and the entire flight was like this.4. The business completely ignored a call to customer support, an email to customer support, online contact us form was also ignored.5. Confirmation was TMQQOE and will provide names for the two passengers if asked by hawaiian.

  Business Response

  Date: 06/30/2023

  Message From Consumer Affairs
  6/30/2023 - Case: CN-01909143
  
  *************************** - *******************
  
  ******/*******
  Naval/*******
  
  Aloha Mr.  ******,
  
  Thank you for taking the time to contact us regarding your recent travel experience. We appreciate your patience while awaiting our response. This is to acknowledge receipt of your submitted complaint to the Better Business Bureau.  Weve been overwhelmed with call volume and email inquiries, and truly appreciate your patience and understanding while we work through processing all of our requests.
  
  I'm sorry for the inconvenience and discomfort you experienced on your return Flight 82 from ******** to ****** on April 30, 2023, due to your inoperable seat recline in seat 1A. It is our goal to provide exceptional service and in-flight amenities, and I realize that we didn't meet your expectations. Please know that I've shared your experience with our Maintenance Department for their review. 
  
  As a courtesy, as requested, we are issuing you a $300 Travel Voucher, good for future travel on Hawaiian Airlines.
  
  Please note that the credit 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.
  
  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:06/13/2023

  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.

  On the 23rd June 2022 my husband (***************************), baby (***********************), and I (******************************** formerly ****************************) were bumped off a Hawaiian Airlines flight (*** - *** HA452 ERWLIG - 23rd June 2022) on our way back from my father-in-law's funeral. As an apology, Hawaiian Airlines gave us $3000 in paper travel vouchers. In Feb of 2023, we decided to redeem the total amount of the voucher for a family trip and booked a flight in April for $2929 (OAK- *** HA67 RFCYHW - 27th April to 2nd May 2023 )To note, since the 2022 flight I had changed my surname to my married name and to avoid confusion I made sure to send copies of both my old and new passport and contacted Hawaiian Airlines multiple times to resolve any possible complications.Unfortunately, the process to claim the vouchers was outdated and involved purchasing the new trip using a credit card, sending the paper vouchers through the mail to ******, and waiting for reimbursement. However, we have only received $893 back, leaving us significantly out of pocket. Despite calling 10 times and sending multiple emails and complaint forms, we have received no explanation or response.

  Business Response

  Date: 07/03/2023

  *************************** - *********************
  RE: *******/******/****/*****
  
  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. As customers, you're our valued guests so there's never an acceptable excuse when you receive poor service. 
  
  For the error, we'll be refunding the tickets 1732192853594, 1732192853595, and 1732192853596 of $893.00 per person back to the card ending in ****. We'll also be refunding the Extra Comfort upgrades of $80, $85, and $85 back to the same form of payment. We will make every effort to process refunds within seven business days. The refunds will be reflected on your next credit statement.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  

  Customer Answer

  Date: 07/10/2023

   
  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, depending on the confirmation of the returned funds. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/12/2023

  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.

  Flight schedule was changed but I did not receive the notification. After discovering the change on my own, I requested via the web chat service (6/2/23) to have our out going flight change from HA#** to HA#**. The new flight was actually cheaper than my original flight. I was first told by ****** that she didn't even see the flight. I informed her that I could see it online. She then told me she could see it but it would be an addt $191.80. After asking why since the flight was cheaper than the original, I was told "what we have online is for newly book ************** are promotional there. Change fees are only waived but not the fare difference". Ok, then I should not be charged addt fees since again the original flight was more expensive than the new flight. How can there be a fare difference if I'm switching to a cheaper flight. I'm not asking for a refund or credit of the difference, just to simply be moved to the other flight. I was given the info to file a customer service complaint which I did only to be given more, completely difference excuses why Hawaiian can't change my flight. I even replied back with screenshots that were time stamped with the lower fare that was still showing up online on 6/6/23.Again all I am asking is to be moved to Flight HA** with no additional charge. Any other airline would've handles this in less then 5 mins and would let you change to another flight that is of equal or lesser value. I feel Hawaiian airlines is trying to fleece their passengers. Or give multiple excuses in hopes that either A) passenger pays addt fees or B) gets frustrated and gives up.

  Business Response

  Date: 06/29/2023

  RE: *******/******, ******/******
  
  Aloha ****************,
  
  We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about the inconvenience with your schedule change. 
  
  To operate efficiently, we may make minor schedule changes (flight departure or arrival time is less than 30 minutes earlier/later than originally scheduled) without notifying our guests in advance. However, if we need to make a significant schedule change (flight departure or arrival time is more than 30 minutes earlier/later than originally scheduled), and you provided us with your contact information when you booked your flight, we will let you know.
  
  Guests making any changes on nonrefundable tickets will be charged any applicable fare difference and when changing from a stop over to a nonstop flight. As a one time courtesy, we've forwarded your case to our *********************** will be contacting you to confirm the flight change, waiving all fare differences. 
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  

• Initial Complaint

  Date:06/10/2023

  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.

  On January 27, 2023, we were notified by Hawaiian Airlines that our reservation KBHLGO round trip to ******, ***** (April 18 to May 2) was cancelled because the April 18 flight was cancelled.So we booked our flight with the customer service agent for April 17 to May 2 and he gave us the same reservation code KBHLGO.Our plans changed so we Cancelled KBHLGO with a representative name ***** in Pualani customer service on March 28, *****. She checked with her supervisor and assured us that we had the $2,736.14 credit that we could split into two trips, each for $1,368.07 and that our ****** Hawaiian Miles would be returned to our account. She said she couldn't send out an email, but that should rest assured that it was in their system. All we had to do was to call customer service to book our flights using our credit.In the meantime, we tried to cancel our Princess ****** but was told we would not get back our monies. So we decided to go on our ****** and rebook our flight.We booked our flight from April 17 to May 1 to ****** round trip (reservation code LTYFOD which while in *****, Hawaiian changed it to TBALZY) using our Hawaiian Airlines charge card and not our credit because the cost was cheaper and we would lose the difference.When I returned from my trip, I wanted to book another flight using our credit and miles. Hawaiian is saying that they don't have our credit and our miles were credited to our account.They said that we are their manifest going out and we took our trip. Yes, on the manifest going because we rebooked using credit, but not on the manifest coming back because of different dates.We have been in contact with their customer service department from May 2 and they refuse to acknowledge their problems.We are asking for our credit of $2,736.14 and ****** miles. I have sent them documentations and have much more to show that we have not received anything.We would like to meet with them to show all our documentations. Incident 230502-001436

  Business Response

  Date: 07/10/2023

  Message From Consumer Affairs
  7/6/2023 - Case: CN-01940838
  
  *********************************** - *************************
  Re: **********/*****************************
         **********/*****************************
  
  ********************,
  
  Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.  Our office acknowledges receipt of 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 reviewing your case and considering the circumstances, in lieu of your ticket numbers ************* and 1732194047373, we'll go ahead and issue each guest a $1369 travel voucher that's good toward a future ticket purchase with 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.
   
  Note that 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 www.HawaiianAirlines.com, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.
  
  As for the ****** Hawaiian Miles redeemed for an upgrade for the original ******** to ****** flight, our records indicate that you contacted our *********************** on March 28, 2023 to request for a redeposit of the ****** Hawaiian Miles.  After further review, I see that the ****** miles have been redeposited.  According to our records, we see that the ****** Hawaiian Miles was redeposited on March 30, 2023 back to the account it was redeemed from (*********). However, please note the redeposit will not appear as a separate transaction on your statement. Instead, it will cancel out the mileage redemption that was deducted when the the upgrade was processed. We see that the upgrade was originally processed on August 7, 2022. When you look at your statement, you will no longer see that any miles were deducted. 
  
  If you need additional assistance locating your miles, you may contact our Hawaiian ******************** directly at ************** Monday through Friday from 7:00 a.m. to 4:30 p.m. HST.
  
  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, ***********************

• Initial Complaint

  Date:06/07/2023

  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.

  On 4/21/23, I called Hawaiian Airlines because I was running into problems making a reservation on their website. After about an hour and a half, the associate reserved my seats and confirmed my flight; please see the attached PDF. When I asked about the fee for the extra comfort seats which I reserved, I was told that the fees were waived because of the technical issues and the wait and not to worry about it. Then, on 6/1, when I went to check on my flight, I discovered that my seats had been cancelled, so I called in and spoke with two associates, including a supervisor named *******. After looking into the issue, she told me that the fees should not have been waived and that the seats were cancelled because of this. I explained that the fee was waived because of a customer service issue and sent her my receipt. I also asked why I was not told that my seats had been cancelled (received no email or contact of any kind). She apologized and explained that there was nothing that could be done and that I needed to contact the customer complaint department which I did on 6/1. On 6/3, I received an email saying that the seats that I reserved were taken already, and that I need to pay for my new seats; this was confusing because I already paid for my seats on 4/21 ( with miles). This was confirmed by two associates, including one I called on 6/3. I am seeking a resolution because one, the seats I reserved (and were given free of charge because of a customer service issue) were cancelled and could not be reassigned, and two, that the seats were cancelled with no notice. I also had to pay extra for an upgrade that was promised previously. Note: On 6/3, I responded to the email I was sent by HA, but they have failed to respond.

  Business Response

  Date: 08/23/2023

  RE: *****/******, ***************************/********
  
  Aloha **************,
  
  Thank you for your patience with our response to you. We received your inquiry to the BBB on July 3. Weve been overwhelmed with volume of requests, and we truly appreciate your patience as we work through our backlog.
  
  We understand that you reserved your seat assignments before departure and expected to have those seats. We see that your seats were changed due to an agent error when handling your reservation and seats were assigned in different Extra Comfort seats, in rows 15 and 17. We apologize for the error and inconvenience this has caused. 
  
  As a goodwill gesture for the poor service experience, we'll be issuing each of you a $300 Travel Voucher good for future travel with us. Please note that your Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 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: 08/24/2023

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