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:06/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested ***** refund over a month. I have been asking ***** questions to over five agents. They was answering same: it will take 1-2 weeks. However, I found nobody processed refund until now. Are you kidding me???? I have been waiting for a month.

• Initial Complaint

  Date:06/03/2023

  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 paid in full for an airline ticket from the merchant Hawaiian Airlines using my World Elite Hawaiian Miles ********** on January 12 2023 for the amount of ******. I have been receiving back charges and duplicate amounts for various amounts from Hawaiian Airlines since then , some of the charges have been refunded but they continue to be imposed on my credit card even after being resolved initially. I have tried to contact ******* Bank US but they have not responded or made any attempts on solving this matter. Hawaiian airlines as well as ******* Bank US have failed to resolve. this issue in a timely manner and will not respond to emails , live chats , phone calls and other means of contact. Seeking a reimbursement and refund of all the duclipate charges and back charges.

  Business Response

  Date: 06/30/2023

  Message From Consumer Affairs
  6/28/2023 - Case: CN-01940817
  
  **************************************** - ******************
  
  ******************,
  
  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).
  
  173-2192474244 
  Our records show that this ticket was purchased on January 12, 2023 for travel on the flights below.  The roundtrip ticket was $412.80 and was charged to the card ending in ****.
  HA236 on March 9, 2023 from ******** to *******
  HA42 on March 9, 2023 from ******* to *************
  HA11 on March 19, 2023 from ************* to ********
  173-219247424
  On January 30, 2023, it looks like you contacted our *********************** to make a change to your flights.  Before a guest confirms their purchase, the purchaser must agree to the fare rules.  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.
  
  A fare difference of $93.24 was charged to the card ending in ****, and you were confirmed on the flights below:
  HA236 on March 10, 2023 from ******** to *******
  HA42 on March 10, 2023 from ******* to *************
  HA11 on March 19, 2023 from ************* to ********
  173-2193431341
  On February 27, 2023, it looks like you contacted our *********************** to upgrade from Main Cabin to First Class on the ******* to ************* flight.  A fare difference of $565.78 was charged to the card ending in ****.  You were confirmed on the following flights:
   HA236 on March 10, 2023 from ******** to ******* (Main Cabin)
  HA42 on March 10, 2023 from ******* to ************* (First Class)
  HA11 on March 19, 2023 from ************* to ******** (Main Cabin)
  I see that you were able to travel as scheduled on March 10, 2023 as you were accommodated in seat 6D on the ******** to ******* flight, and seat 3B on the ******* to ************* flight.  I see that you didn't travel as scheduled on the ************* to ******** flight; we also received notice of a credit dispute that you filed with your financial institution for this portion of the ticket.  Based on the status of the dispute, were unable to assist you with your request. We recommend that the purchaser contact their bank directly to proceed with the dispute as their bank has proper guidelines to complete this process. 
  
  I appreciate the time that you've taken to contact us.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20138398
  
  I am rejecting this response because:

  The information provided in this respond is false . I did not agree to any fare differences or any other charges besides the original 01/12/2023 of ****** . I have not received any refunds of any form on my credit card .  Neither Hawaiian Airlines nor ******* Bank US which Hawaiian Airlines does business with for their World Elite Mastercard have done anything to solve this problem . I am still to this day trying to reach ******* Bank US to cancel and close my World Elite MAstercard account besides of the unacceptable customer service I have been receiving . I am far from a happy customer . I have zero interest in doing business with Hawaiian Airlines again because of this issue .  I am requesting a full refund for all the charges . I do not want flight credits or HA miles they are useless to me . I do not know where you got this information from it is false and I never agreed to the charges nor have I booked travel on Hawaiian Airlines . You can close my Hawaiian Airlines miles account if you want . ********************** has been a disappointment to me and is no longer valuable . 
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  Date:06/02/2023

  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 initially purchased a ticket May 26 at 8:20 p.m. from *** to SYD for $1155.75. Within 24 hours first my work schedule changed and then prices came down significantly.I called, but was on hold, so I opened a chat. My 24 hours was running out and I believed I had 24 hours to cancel my ticket and get a full refund to purchase the new tickets I found that had better dates, a city closer to where I needed to be & at a much lower rate on AirCanada as well as on Hawaiian. (AirCanada had tickets to ******** for $875 & Hawaiian $959 to ******.)I immediately asked the chat agent to cancel my flights and return my monies, so I could repurchased tickets at a lower fare, get to the actual destination I needed, and book better dates.The Chat Agent told me I could not get a refund, but they would hold a credit. I asked about the 24 hour rule/law, but was told only a credit. I kept the tickets because the credit made me nervous and I did not want to be stuck with paying twice. Later, I found out there is a law/rule that I was absolutely permitted to get a refund within the 24 hours. See images attached, they prove the 24 hour time frame.At this point, I am disappointed with Hawaiian. I contacted them again and asked for at least a Departure date change at no extra cost to me..they said no. Ticket prices are way higher now and I do not want to lose the ticket I have. So, I DO NOT want to cancel my current ticket. I do, however, want them to make this right. There are a couple options that are fair:1. Change my Departure ticket to June 9, 10, or 12, at no extra cost to me, keep my departure ticket the way it is, and give me a refund or credit for the difference in the fare I could have gotten if I were given my refund when they were supposed to. The difference from the tickets I could have purchased when I asked for it - $204.75-$390.75 depending on the airline. 2. Honestly, if they would have just changed my departing date to JUne 9, 10 or 12 I would have excepted my purchased.

  Business Response

  Date: 07/05/2023

  Message From Consumer Affairs
  7/5/2023 - Case: CN-01940818
  
  ********************* - *********************
  
  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 purchased ticket and our 24 hour cancellation policy.
  
  Our 24-hour Cancellation Policy applies to refund/cancellation requests made within 24 hours of ticket purchase and the cancellation must be made within 7 days in advance of initial flight date. 
  
  On March 26, 2023, our records show that ticket (YWQWDF) was purchased for your scheduled round trip travel on June 7 - August 10, 2023, from ********** to ******** to ******. 
  
  On March 27, 2023, as you requested, your original return segments were exchanged for your upcoming scheduled travel on August 6, 2023, from ****** to ******** to **********. 
  
  I see that travel was completed on June 7, 2023, from ********** to ******** to ******.
  
  To consider your request of a travel voucher for the fare difference of your original partially used ticket and the new lower fare you saw on Air Canada and Hawaiian Airlines, you are referring to, please provide a copy of a screenshot reflecting the same travel dates and routing, for our review. Upon review of your information, I will continue with your case.
  
  I look forward to hearing from you soon.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  Tell us why here...

• Initial Complaint

  Date:06/02/2023

  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 purchased a $607 ticket 11/26/2022 for **** 20th-**** 29th, 2023 from *** to ********, ******.I called 5/23/23 to change my return to *** flight. After speaking with 2 representatives, the second rep stated there was an error in the system and my reservation to receive a ticket was not even confirmed in their system even though I received a confirmation email on 11/26/22. Since the purchase, I received NO attempts on their end to contact me regarding this error. Nor did I receive a refund. Rep stated on 4/10/23 a refund was issued and 4/23/23 I should have received a refund. I checked my bank statement, no refund. 5/23/23, I was forwarded to a 3rd person, the supervisor, *****. He stated I would receive my refund in 7 business days. 6/2/23, I called Hawaiian airlines stating no refund has been given to me. First representative stated, "Refund has been issued. Please contact your bank." I contacted my bank and no issue has been refunded. 6/2/23, I called a second representative, and asked to be forwarded to a supervisor. Second rep contacted supervisor and a second refund ticket was issued. I asked representative to follow up on the status of my first refund ticket. She stated my first refund ticket has not been completed. In summary, from the beginning, I had no seat on this flight and no contact from the company letting me know. NO concrete evidence of a refund filed in April to me. NO progress in status of the 5/23/23 refund claim.

  Business Response

  Date: 06/14/2023

  Aloha ******************,
  
  Thank you for your patience with our response to you. We've received your inquiry through the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. 
  
  Our records show that the refund has been successfully processed and not rejected back to Hawaiian Airlines. Here is the *** (Acquirer Reference Number) which traces each transaction from Hawaiian Airlines refund processor to your bank. Please work directly with your bank to file a dispute for Non-Receipt of Credit and provide the *** to the Disputes Representative.
   
  Transaction Amount Currency Card Number Payment Date *** Number Purchase ID Number Airline
  Ticket Number
  607.00 USD 440066******4545 06/06/2023 *********************** VDCOZU 1732191553707
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  

• Initial Complaint

  Date:06/02/2023

  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 booked travel for Hawaiian Airlines and was forced to cancel because of the ***** restrictions. I tried to book several times since then and due to scheduling I was unable. Now I try to book and I am told that the voucher has EXPIRED. Are you kidding me? That is not acceptable. You cannot just keep my money because I cannot drop everything in a year to fly to ******! Some of ** have to work for a living! Can you kindly provide me another voucher.

  Business Response

  Date: 06/13/2023

  Message From Consumer Affairs
  6/13/2023 - Case: CN-01940815
  
  ************************************************************
  1732178525893 *****/**** - $119.96
  1732178525894 *****/*** - $119.96
  1732178525895 *****/******* - $119.96
  
  Aloha **************,
  
  The Hawaiian Airlines *********************** has been contacted by the Better Business Bureau (BBB) regarding the expired tickets above.
  
  We have retrieved your past reservation CGIGZD, and we show that the reservation and tickets purchased were on February 11, 2020.  All tickets that were purchased on the Hawaiian Airlines website are valid for one year from the date of purchase.  Hawaiian Airlines extended all tickets that would expire in 2019 to early 2022 till December 31, 2022, and no exceptions were made to extend this date.
   
  However, as a one-time courtesy for the expired tickets, we are issuing you each a $119.96 Travel Voucher, good for future travel on Hawaiian Airlines. 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 to the email address: *******************.  We recommend that you add ************************************************** to your accepted email recipient list so the email is not misdirected to your spam folder.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 06/14/2023

   
  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:06/01/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  3 weeks ago, I contacted Hawaiian to redeem my points. They told me I could TRANSFER my points to Virgin Atlantic (See provided screenshot). See: Incident: 230520-000403 (Agent Gwyneth * V111386)I never heard a response back from Hawaiian after this. So I called them.I was told that their system is down and I can only use my miles on different airlines. THREE WEEKS later, I called again. Again, I was told that their system is down and I can only use my miles on different airlines. I have audio recording on all phones calls available upon request I called back on the 1st of June at 14:25pm, I spoke with a supervisor who told me to call back in 24 - 72 hours.I called back on the 1st of June at 14:45pm, I spoke with ******** who was trying to book a flight using Hawaiian miles on Virgin Atlantic. They told me there were no dates for ********* to London ********. They told me there were no dates for *********** to London ********. They told me there were no dates for ************* to ***************. They than said it was subject to availability. So there is no availability between now and 2024/2025 for THREE MAJOR AIRPORTS!? No! It's a bonefide scam. They sold me a credit card on the pretense that I use use the reward on Virgin Atlantic. This is simply not true and I have spent 3 weeks proving this point.I have proof of ALL email communication and audio recordings of ALL phone calls with Hawaiian airlines.By waiting 3 weeks to book my flight, prices have risen on all other airlines. As it stands, this is going to cost me a lot of more money now. I want compensation for this.The ball is in your court now.I have noted all incident numbers I have had with Hawaiian. They reply once, or sometimes not at all, then abandon them entirely with no response. I have logs and proof of this also.230520-000403 230525-001484 230520-000099 230501-000114 CN-******** I am willing to speak with the media about this.Hawaiian Miles ******* *********

  Business Response

  Date: 06/11/2023

  From: Hawaiian Airlines: *********************** (*************************************************************************
  To: ********************
  Subject: RE: [NON-HA] Re: Hawaiian Airlines, *********************** - CN-01894134
  Date: 6/11/2023 11:54 AM
  Body:
  Aloha ********************, 
  
  We have received your complaint to the Better Business Bureau (BBB) regarding the challenge you are having with redeeming your HawaiianMiles. I have asked our *********************** team to contact you for assistance as they are the team that is able to assist you with your request. 
  
  If you do not hear from them within the next 2 business days, please let us know by replying to this email.
  
  Mahalo, 
  ****************
  ***********************

  Customer Answer

  Date: 06/11/2023

   
  Complaint: 20131000
  
  I am rejecting this response because:

  So WHY ON EARTH are you marked this as resolved if you haven't resolved it!?

  Your system has been down for almost 5 weeks now. Do you not understand that this is a HUGE problem?

  This complaint is public and I have spoken to my lawyer already

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

  Business Response

  Date: 07/10/2023

  
  From: Hawaiian Airlines: *********************** (*************************************************************************
  To: ********************
  Subject: RE: [NON-HA] Re: Hawaiian Airlines, *********************** - CN-01894134
  Date: 6/11/2023 11:54 AM
  Body:
  Aloha ********************, 
  
  We have received your complaint to the Better Business Bureau (BBB) regarding the challenge you are having with redeeming your HawaiianMiles. I have asked our *********************** team to contact you for assistance as they are the team that is able to assist you with your request. 
  
  If you do not hear from them within the next 2 business days, please let us know by replying to this email.
  
  Mahalo, 
  ****************
  ***********************
  
  From:********************
  Sent:6/1/2023 8:50 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, *********************** - CN-01894134
  
  CAUTION: External Sender
  Report suspicious messages to ********************************
  ? ?
  
  I took out a Hawaiian airlines credit card which Hawaiian advertise on their website here: *****************************************************************************
  
  The card promises: "As a new cardmember, you can earn ****** bonus HawaiianMiles after spending $2,000 on purchases in the first 90 days."
  
  I spent $2,000 on the credit card and now I have ***** miles.
  
  ----
  
  The Hawaiian website states: "Thats right, you can use your HawaiianMiles for flight awards on other airlines. Simply call HawaiianMiles ******************* The webpage states: "Virgin Atlantic". See provided screenshot of the webpage dated: 1st / June / 2023
  
  Source:
  *********************************************************************************************************************************************
  
  ----
  
  So 3 weeks ago, I contacted Hawaiian to redeem my points. They told me I could TRANSFER my points to Virgin Atlantic (See provided screenshot). See: Incident: 230520-000403 (Agent Gwyneth * V111386)
  
  I never heard a response back from Hawaiian after this. So I called them.
  
  I was told that their system is down and I can only use my miles on different airlines.
  
  THREE WEEKS later, I called again. Again, I was told that their system is down and I can only use my miles on different airlines.
  
  I have audio recording on all phones calls available upon request
  
  I called back on the 1st of June at 14:25pm, I spoke with a supervisor who told me to call back in 24 - 72 hours.
  
  I called back on the 1st of June at 14:45pm, I spoke with ******** who was trying to book a flight using Hawaiian miles on Virgin Atlantic. They told me there were no dates for ********* to ***************. They told me there were no dates for *********** to London ********. They told me there were no dates for ************* to ***************. They than said it was subject to availability. So there is no availability between now and 2024/2025 for THREE MAJOR AIRPORTS!? No! It's a bonefide scam.
  
  This is a downright scam and I want this investigating at once.
  
  They sold me a credit card on the pretense that I use use the reward on Virgin Atlantic. This is simply not true and I have spent 3 weeks proving this point.
  
  I will escalate this further if I have to. I will take it to court if i have to. My brother is an attorney.
  
  I have proof of ALL email communication and audio recordings of ALL phone calls with Hawaiian airlines.
  
  By waiting 3 weeks to book my flight, prices have risen on all other airlines. As it stands, this is going to cost me a lot of more money now. I want compensation for this.
  
  The ball is in your court now.
  
  I have noted all incident numbers I have had with Hawaiian. They reply once, or sometimes not at all, then abandon them entirely with no response. I have logs and proof of this also.
  230520-000403
  230525-001484
  230520-000099
  230501-000114
  CN-01894134
  230601-000275
  
  I am willing to speak with the media about this.
  
  Hawaiian Miles ******* *********
  
  DONT CALL
  
  EMAIL ME
  
    
  On Mon, Apr 3, 2023 at 3:54?PM Hawaiian Airlines: *********************** <************************************************************************> wrote:
  Message From Consumer Affairs
  4/3/2023 - Case: CN-01894134
  
  ************************* - ********************
  
  **************,
  
  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 about your unpleasant experience with our credit card provider, Barclays.  We have forwarded your comments to Barclays, and we have asked them to contact you regarding this matter. In case you need to follow up with them, please call them at ************** (International Collect ************).
  
  I appreciate the time that you've taken to contact us.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
  

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20131000
  
  I am rejecting this response because:

  Your 'so-called' reservation department just keep telling me the system has been generically down for 10 weeks until further notice.

  THIS IS NOT A SOLUTION SO WHY ARE YOU MARKING THIS AS RESOLVED!? YOU HAVE RESOLVED NOTHING!!!

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

• Initial Complaint

  Date:06/01/2023

  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 purchased airline tickets on March 3rd on Hawaiian Airlines from Maui to ****** Island, flying on June 24th totalling $293.60. I had to cancel our trip and contacted Hawaiian airlines to cancel on May 2nd. I requested a refund at the time of cancellation but was told I had to submit a special request online, as their fare rules did not allow refunds. I submitted the special request explaining that I would not be able to use the credits before they expired in March **** and they would not allow me to transfer them to someone else who could. The customer service representative told me this was their fare policy and redirected me to their fare rules. I had them escalate the case, and the escalation manager also redirected me back to their fare rules. I understand the fare rules, but this is completely unethical. They have my money, they have provided no service, and they are not even willing to engage in a dialogue. They own the fare rules - they are able to make exceptions, and they are able to change their fare rules. The fare rule policies and practices of the airline industry are completely unethical. I paid them for a service, I cancelled with plenty of notice, and they are unwilling to refund me or allow me to use that service at a future date.

  Business Response

  Date: 06/13/2023

  Message From Consumer Affairs
  6/13/2023 - Case: CN-01940813
  
  ********************************************************************
  
  ********/*****
  *****/******/***/****
  
  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 upcoming scheduled travel. I'm sorry to hear that you are unable to travel as planned.
  
  On March 3, 2023, our records show that tickets (VSSOHL) were purchased for your upcoming scheduled travel on June 24, 2023, from ******* to ****.
  
  
  If you have not done so already, please call ************ as soon as possible to cancel your reservations if you will not be traveling.
  
  When you are ready to rebook your flights, please call our *********************** toll-free (within the **** and ******) at 1-************ and refer to your electronic ticket numbers 1732193513543, *************, 1732193513545 & 1732193513546.  You will be responsible for any additional fare difference per ticket that *** apply at the time of rebooking. 
  
  Your tickets are valid until March 3, 2024. We recommend calling as soon as you know your new travel dates. 
  
  Although your tickets are nonrefundable and non-transferable, as a one-time courtesy exception, as you requested, we can offer you the option of a refund less a service fee of $30 *********** fee per ticket.
  
  Please reply to this email and advise ** if you would like to accept this offer, and I can continue with your case.
  
  I look forward to hearing from you soon.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  Tell us why here...

• Initial Complaint

  Date:06/01/2023

  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.

  Hawaiiairlines charge me for a ticket I didnt purchase. They had my credit card saved and ran a payment on a ticket I never wanted. I called the airline to request a refund on a ticket I didnt request, and they refused. I called the credit card company and reported fraud and they are still charging my account. $1975 plus late fees

  Business Response

  Date: 06/12/2023

  Message From Consumer Affairs
  6/12/2023 - Case: CN-01940802
  ***************************** - *******************
  
  ***********************************,
  
  Our office has received your complaint to the Better Business Bureau for a response.
  
  We have received your request for a refund for ticket 173-2193917222.  After reviewing your ticket, we see that it is non-refundable and non-transferable.  Hawaiian Airlines will issue a refund for tickets canceled within ************************************************************************************************ advance of the flights scheduled departure time.
  
  After reviewing your ticket, we see it was purchased on March 22, 2023, with a departure date of March 24, 2023. Because your travel dates are seven days outside of the flight's scheduled departure time, we can't honor your request for a ticket refund.  Your ticket is available for rebooking until March 22, ****, and travel must be completed by this date.  
  
  If your ticket was fraudulently purchased, we recommend that you place a dispute with your credit card company.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***************************
  Senior Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20128616
  
  I am rejecting this response because:
  
  I called the airlines, informed them there was an error in their site and that I never purchase that ticket, they offer me a refund for a ticket I never purchase. Why would I pay for a ticket I never purchase. Their site was down and it ran my credit card without my permission because my information was already saved in their system from prior purchases. This is not the 1st time I have issues with this airline, and their customer service, unfortunately is one of the few airlines that do direct flights in and out of ****** and they take advantage of people. How many more people did they do this to? 
  just by browsing in their site? I didnt purchases ticket 30 .

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

  Business Response

  Date: 07/10/2023

  Message From Consumer Affairs
  6/12/2023 - Case: CN-01940802
  ***************************** - *******************
  
  ***********************************,
  
  Our office has received your complaint to the Better Business Bureau for a response.
  
  We have received your request for a refund for ticket 173-2193917222.  After reviewing your ticket, we see that it is non-refundable and non-transferable.  Hawaiian Airlines will issue a refund for tickets canceled within ************************************************************************************************ advance of the flights scheduled departure time.
  
  After reviewing your ticket, we see it was purchased on March 22, 2023, with a departure date of March 24, 2023. Because your travel dates are seven days outside of the flight's scheduled departure time, we can't honor your request for a ticket refund.  Your ticket is available for rebooking until March 22, ****, and travel must be completed by this date.  
  
  If your ticket was fraudulently purchased, we recommend that you place a dispute with your credit card company.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***************************
  Senior Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:05/31/2023

  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.

  ticket credit;I cancelled several tickets and received "travel credit" not refund. I have made new reservations, and as this can ONLY be done over the phone, I requested they use specific (the oldest) ticket credits. Also considering COVID. They did not. They have been unable to provide the credit information on my HI air page or over the phone, when I tried to use these credits. There website page no longer as "access" to my recipes or trip information. By phone they are also lost. I have 4 (that I know of credits that I know of) Today I found that they used my most recent credits and say that ALL are expired. Even though 2 of them are not yet a year old. I want my travel Credit!! or proof of it being used.confirmation code: XMCRRU $158.20 confirmation code: JXHJBZ $128.20 confirmation code: UPFOXR purchased 6-3-22 $191.60 confirmation code: RLJCTB purchase 6-7-22 $108.10 I am confident there are others but have no access!!! Please Help

  Business Response

  Date: 06/12/2023

  Message From Consumer Affairs
  6/12/2023 - Case: CN-01934529
  
  ************************** - ***********************
  XMCRRU - $158.20
  UPFOXR - $191.60  
  JXHJBZ - USED    HA320/19JUL2022 ***/KOA/ 6F
  RLJCTB - USED    HA237/14APR2023 ***/***/ 4F
  
  Aloha ****************,
  
  Thank you for contacting Hawaiian Airlines *********************** regarding your used and expired tickets above.
   
  As a one-time courtesy for the unused expired tickets on reservations XMCRRU and UPFOXR, we are combining them together and issuing you a $349.80 Travel Voucher, good for future travel on Hawaiian Airlines. 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.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
  

• Initial Complaint

  Date:05/31/2023

  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.

  For one year, every flight has been delayed or cancelled including today, flight 164 ***** to Oahu. Continued excuses by the company and not adhering to compensation policies.

  Business Response

  Date: 06/12/2023

  Message From Consumer Affairs
  6/12/2023 - Case: CN-01940790
  
  *********************************** - **********************
  
  Aloha ************************,
  
  The Hawaiian Airlines *********************** has been contacted by the Better Business Bureau (BBB) regarding your inquiry about Hawaiian Airlines having flight delays and cancelations.
  
  We are sorry our Hawaiian Airlines flights are being delayed and canceled. While we constantly strive to maintain our high standards for on-time performance and excellent customer service, we recognize that we didnt deliver performance in line with these standards.
  
  From last year December 2022 until now, Hawaiian Airlines has been experiencing many flight issues, that include, but are not limited to weather, maintenance, crew requirements, a new system implementation, and internet connectivity.  ********************* has been aware of all these issues that have impacted our scheduled flights and have been trying their best to correct the issues that are within our control to correct to get back to our high standards of service.
  
  We thank you for your comments.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20126852
  
  I am rejecting this response because: these have been ongoing excuses from Hawaiian airlines despite no issues with other carriers. Further, Hawaiian has made no effort to compensate customers for delayed and cancelled flights. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 06/30/2023

  Message From Consumer Affairs
  6/30/2023 - Case: CN-01940790
  
  *********************************** - **********************
  
  Aloha ************************,
  
  We are sorry that you are displeased with our response to you, and that you find that these are excuses for your inquiry.  We do compensate our passengers for flight disruptions depending on what has occurred.   You may go to our Domestic Contract of Carriage Rule 21: Flight Delays, Changes, Cancellations, and Aircraft Changes for more information.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office