Complaints

This profile includes complaints for Hawaiian Airlines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hawaiian Airlines, Inc.

  Honolulu, HI 96820

• 

  Hawaiian Airlines, Inc.

  3375 Koapaka St Ste G350 Honolulu, HI 96819-1804

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/30/2023

  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 May 22, 2023 - myself (***********************) along with my family: *************, ********, *************************** and ************************ were scheduled for a flight from *** to ***. My flight confirmation number is/was TJ2WHD. When we got to our gate that day, we were able to board but were notified that the plane was smaller than anticipated and that the airline needed volunteers to deplane and take another flight. We were told that we would be given a $4,000 flight credit each if we did so. My family and I (names list above) all volunteered and were given vouchers. The gate agents told ** that the voucher should be available for use within 4 hours and we were given the site ******************************************************** to lookup/confirm this. To this day, none of our vouchers are working on the website above and we feel scammed. We are seeking the successful delivery of working vouchers for each of ** as we are needing to use these soon.

  Business Response

  Date: 06/16/2023

  ***** ******************,
  
  Thank you for your patience while we've issued your vouchers. This is to confirm that we've issued your voucher to email address ************************. We've issued the rest of your family, *********, Sinalemoana, Evergreen, and ****** their vouchers to the email address *************************. We apologize again for the delay in getting these issued. Please let me know if you have any other questions. 
  
  Thank you again for choosing Hawaiian Airlines and we look forward to serving you in your future travels. 
  
  Mahalo,
  ***********************************
  
  From:************************
  Sent:6/12/2023 11:14 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Message from Hawaiian Airlines, ************************* CN-01923517
  
  CAUTION: External Sender
  Report suspicious messages to ********************************
  ? ?
  
  Hi *******, 
  
  Thank you so much for getting back to me on this. We will wait for your response!
   ***********************
  ************
   On Jun 12, 2023, at 3:57 PM, Hawaiian Airlines: *********************** <************************************************************************> wrote:
   
  ?Message From Consumer Affairs
  6/12/2023 - Case: CN-01923517
  
  *********************** - ************************
  RE: *******/****/Evergreen/******, ***/***********/Taumaloto
  
  Aloha ******************,
  
  We've received your message from the BBB on June 11. On behalf of Hawaiian Airlines, I'm sorry to learn that you and your family were unable to travel to ************* as scheduled. As customers, you're our valued guests so there's never an acceptable excuse when you receive poor service. 
  
  Please know that your experience is important to us, and we would like to take some additional time to look into this matter. I've forwarded your screenshot and voucher information to our **************** Manager for their review. I assure you that I'll get back to you once I receive the information I need from our **************** Managers to respond to your concerns.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  

  Customer Answer

  Date: 06/20/2023

   
  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:05/29/2023

  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.

  Hawaiian cancelled my familys flight while in the plane without notice from the pilot or crew and had to find out ourselves . We had to chase our luggages and people to talk to back and forth in the airport of ******** . I filed claim with Hawaiian but havent heard from anyone even talking to agent on the phone. I need help to get compensated for the flight cancellation and pain and suffering.

  Business Response

  Date: 05/30/2023

  Message From Consumer Affairs
  5/30/2023 - Case: CN-01904680
  
  ***** ******************************* - *******************
  *******************************/*******************
  ******/*************************
  ******/******************************************
  
  Aloha Ms. ******,
  
  The Hawaiian Airlines *********************** has been contacted by the Better Business Bureau (BBB) and we have retrieved your multiple inquiries.  We apologize for the delay in our response to you. We have reviewed your multiple inquiries that were received by Hawaiian Airlines, and we did not see any reservation or ticket information, or receipt information.
  
  However, your inquiry to BBB had your reservation screenshot and we were able to pull your reservation information, and we are sorry our Hawaiian Airlines flight HA863 on April 22, 2023, from ******** to ****** was canceled due to maintenance.  We understand that this isn't an ideal situation for our guests, and we would like to assure you that the safety of our guests and crew is our number one priority.  We do show that you were re-accommodated to All ************** due to our canceled flight.
  
  We appreciate you bringing the poor customer service you encountered to our attention, and we have shared your comments with the ******** ****************** team for their internal review and corrective action.  We can understand the frustration you encountered, and we want you to know that we are trying to do better to improve the service that we provide to our guests.
  
  We are issuing you each a $200.00 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.
  
  We understand that you are requesting monetary compensation for this cancelation.   Upon our review of your reservation, we show that you purchased Allianz Global travel insurance # 453884463.  Please contact them directly at ************** to file a claim.  You may use this email for documentation purposes for the flight disruption you incurred.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20117132
  
  I am rejecting this response because:

  the air Nippon accommodation didnt happened as were too close to boarding and  Hawaiian was still processing out tickets when they closed the gate for boarding and wont let us in. Please check your records for this. 
  i am requesting a refund for the tickets and get compensation for missed days for our trip, for pain and suffering, health issues that occurred during the cancellation.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/12/2023

  Message From Consumer Affairs
  6/12/2023 - Case: CN-01904680
  
  ***** ******************************* - *******************
  *******************************/*******************
  ******/*************************
  ******/******************************************
  
  Aloha Ms. ******,
  
  We understand that you are disappointed with our response.  However, based on the facts of your case, we consider our decision to be fair and appropriate.  There is no refund for used tickets, and compensation was issued to each of you in the form of Travel Vouchers.
  
  As we have stated previously you purchased Allianz Global travel insurance # 453884463.  Please contact them directly at ************** to file a claim for your expenses.  You may use the previous email that shows the flight disruption you incurred.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

• Initial Complaint

  Date:05/26/2023

  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 1/2/2023 I attempted to make reservations through the Hawaiian Airlines website for my son and his girlfriend from *** to *********** dates 5/6/2023-5/13/2023 using my Hawaiian Airlines credit card issued from *********. The website gave me an error message informing me to call the customer representative. I called and was connected to a person in ***************. This person was very hard to understand due to a thick accent. After several minutes I was able to get a flight confirmation number TODYXU. My son and girlfriend had also requested extra comfort seats for both flights. On the website the seats were $54 each going to ****** and $19 each back to ********. The representative confirmed the seat selections 12G and 12H. On 1/5/2023 I checked my Hawaiian Airlines credit card and found that I charged $194 twice for seat selections. Thinking I was double charged I called ** customer service and was told the extra comfort seats to ****** were $175 each and $!9 back to ********. I then asked to speak with a supervisor and while waiting got on the ** website. The supervisor told me that since the flight had gone up in price, so had the seat prices. I told her that I was on the website and neither of those prices had gone up. The extra comfort seats were still between $54-61, and the flight was still the same price. Finally she agreed that I was correct, and agreed to the original price of $54 and she would email the credit card company and myself to have the charges reversed (this never happened) She also deleted the original seats back to ******** and charged me again for the same seats. Two weeks later after hearing nothing for ** I disputed the charges with *********. ********* claim since I asked for the website price, I was in the wrong, and ** was following their policy. The seats were never changed just the price. A refund back to my credit card of $194 x2 and $19 x2 please.1731506223071 ************* ************* ************* *************

  Business Response

  Date: 06/12/2023

  Message From Consumer Affairs
  6/12/2023 - Case: CN-01928030
  
  *********************** - **********************
  Re: ****/*********************
         *******/***********************
  
  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 understand that you're disputing the charges associated with ticket numbers 173-1506223070 and 173-1506223071.  I see that a dispute was filed for these tickets with your financial institution.  Although you've indicated that your financial institution has already provided with you with a determination, our accounting team hasn't received notice from your financial institution; therefore, based on the status of the dispute, were unable to assist you with your request. We will be able to review your case again once the dispute process has been completed, and/or we've been notified of the outcome.
  
  I appreciate your continued patience and cooperation in this matter.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

• Initial Complaint

  Date:05/26/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Requested past miles for members no. ********* and ********* for flights taken May *****, 2023, confirmation no. TH6HYK. Request made May 23, 2023 was rejected. Credit for travel in Jan. 22, Mar. 22, May 22, Sep. 22, Nov. 22, Jan. 23 and Mar. 23 were also rejected and later corrected with the aid of BBB. This treatment of first-class and Pualani Platinum passengers is very frustrating. Crediting miles should not be so complicated.

• Initial Complaint

  Date:05/25/2023

  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.

  I was scheduled to fly 5/10/23, from the Big Island to *********, Switching flight flights in Maui. Leaving Maui at 2:30pm arriving in ***** around 11. 5/9 I received an email stated the flight was delayed from Maui until 9:30pm. I called to adjust my travel due to working the morning of 5/11. The agent stated the flight was changed back to original time no delay, so it remained the same. The morning of 5/10, my flight still said departing Maui at 9:30pm instead of 2:30pm. So i booked an alternate flight on United and called to cancel my Hawaiian airlines flight. The agent stated the flight was not delayed and i would not be refunded because the flight was on time. So I cancelled, the United flight, due to Hawaiian refusing a refund. Upon leaving Big Island and arriving in Maui, i learned the flight was actually delayed until 9:30pm. I had a flight booked that I wouldve arrived home on time but due to Hawaiians refusal to refund, and the fact they were adamant about the time not changing, I had no choice but to cancel my alternate flight. The only compensation I was offered was 100$ flight credit which was a smack in the face. I spent more than that on food and drinks during the layover and lost over 4 times that by missing a day of work. All of this couldve been avoided had they acknowledged there was actually a time change for the flight and allowed me to cancel my flight for a refund and fly with an alternate airline, I wouldve had 0 issues. customer service was rude and argumentative and didnt care at all about all the issues that were caused by the confusing on their end as to when this flight was suppose to leave. 100$ is not acceptable when the actions of their staff cost me over 500$. I even had other means in place to avoid this situation but Hawaiian airlines refusal of a refund and inconsistencies on the departure time left me stuck in Maui with no other options. Basically was forced to fly Hawaiian home and loose money either way for their mistake.

  Business Response

  Date: 05/30/2023

  Message From Consumer Affairs
  5/30/2023 - Case: CN-01927680
  
  *********************** - ************************
  
  Aloha ************,
  
  The Hawaiian Airlines *********************** has been contacted by the Better Business Bureau (BBB) and we have located your email to Hawaiian Airlines regarding the poor experience with Hawaiian Airlines.
  
  We are sorry our Hawaiian Airlines flight HA32 on May 10, 2023, from Maui to ********* was delayed for 6 hours and 49 minutes due to operational issues.  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.
  
  Upon our investigation, we show the auto system emailed you on May 9, at 12:49 pm that flight HA32 was delayed, and we see right after that an auto call was made to phone number ************** on May 9, at 12:50 HST, notifying you of the flight delay to **** (09:30 PM).  We are not sure of the reason the reservation agents advised you that the flight was on-time, and we have notified the ********************************* to internally investigate this further and to retrieve the phone records.
  
  We show that passengers on flight HA32 were issued a $100 Travel Credit by our Maui Station as compensation for the flight delay; however, as a courtesy, we have voided the $100 and have increased the Travel Voucher to $200, which is 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 your inquiry.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 07/26/2023

  Hi my name is ***********************,
  I had a case against Hawaiian Airlines, the email response from BBB, got lost in my inbox and today I received an email from Hawaiian Airlines. This is not considered resolved on my end! Their response is false and leaving out major details. I twice talked to live agents on the phone one no more then a coulee hours before my flight and both assured me the flight was to leave on time, and I couldnt receive a refund to fly another airline because of this! The email they originally sent is useless if multiple representations after the email told me it was incorrect. They are welcome to play back the conversations if they would like. At the end of the day they are offering me 200$ flight credit, but their mistakes cost more then double that Im missed work. 
  

  
  

• Initial Complaint

  Date:05/24/2023

  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.

  On May 8, 2023, our flight (# HA12) from *** to *** were delayed due to overbookings. Apparently, Hawaiian Airlines had to downgrade our plane to a smaller plane, causing over 60 passengers to not have seats. We checked in online the day before, and even got to the airport 2 hours early just to find out we were one of the unfortunate passengers without seat assignments. Hawaiian airlines were then asking for volunteers to switch to another flight in exchange for $1000 travel credit per person. We, a family of 4 (2 adults, 2 kids), agreed to the compensation, so we switched our flights to a delayed United Airline flight and was supposed to be compensated for $1000 travel credit each person ($4000 total in travel credit). We were told by the counter representative that Hawaiian Airline will send us emails with the travel voucher numbers and pins. As of today 5/24/23, we have not received any of those emails. We contacted Hawaiian Airlines representatives multiple times and they said to request that information via online using their online form. We did that 3 times, and so far, 2 out of 3 inquires had no response. The one that we got a respond from was marked as resolved after they replied back with tips on how to use the imaginary travel voucher. It's very frustrating as we were traveling with kids, and we didn't get home until 1:30am the next morning due to this chaos created by Hawaiian Airlines. I just want them to send us the travel vouchers as promised. I have uploaded the travel voucher receipt Hawaiian Airlines gave us that states the vouchers would come to us via emails. I also uploaded our flight tickets for reference. I hope BBB is able to help us get this resolved. Thank you.

  Business Response

  Date: 05/30/2023

  
  Message From Consumer Affairs
  5/30/2023 - Case: CN-01910045
  
  ********************* - **********************
  
  ****************,
  
  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 also filed with the Better Business Bureau (BBB).  I'll need a little more time to gather your travel voucher information; I should have this information in the next few days.  I'll let you know once I have the information needed to respond to your concerns.  Your continued patience and cooperation are greatly appreciated.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  From:**********************
  Sent:5/13/2023 7:27 PM
  To:************************************************************************
  Subject:[NON-HA] FWD: Hawaiian Airlines Reservations: Concern - Reservations - Case No.: CN-01910045
  
  Hello Hawaiian Airlines,
  
  We received travel vouchers for volunteering switching flights due but did not receive any emails with travel voucher details (such as voucher numbers and pins). Please get back to us asap with that information. I have attached to this email request a picture for proof of travel vouchers issued.
  
  There are four people in our party:
  *********************
  *************************
  ***************************
  ****** *****************
  
  Confirmation code: VKCDSD
  
  I also attached a picture of our boarding passes for reference of e-ticket numbers.
  
  Thank you so much,
  *********************

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20102750
  
  I am rejecting this response because:
  

  Its been a week since Hawaiian Airlines responded saying that they would provide the travel voucher information within a few days. We still have not receive any information from them regarding our travel voucher compensation. 

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

  Business Response

  Date: 07/03/2023

  From: Hawaiian Airlines: *********************** (*************************************************************************
  To: **********************
  Subject: RE: Hawaiian Airlines Reservations: Concern - Reservations - Case No.: CN-01910045
  Date: 6/12/2023 8:17 AM
  Body:
  Re: *****************/ATHENA
         *****/*****
         *******/ANGEL
  
  ****************,
  
  We've emailed you the voucher and PIN numbers for the three ticketed guests above.  Please let me know if you did not receive the email.
  
  I appreciate your continued patience and cooperation in this matter.  Have a great week ahead!
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 07/11/2023

   
  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:05/23/2023

  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.

  I purchased seat upgrades for my husband and I specifically because the emergency exit row seats were available. Hawaiian airlines changed our flight and while the seat numbers were technically the same, we didnt get the seats we paid for. We were in between people and not in the emergency exit row any more as we paid for.I spoke to a manager over the phone who told me that in order to get refunded upgrade costs, we need to take the flight, and reach back out after. I reached back after both flights were completed and have been met with nothing but lies and I cant see anything regarding this reservationThe customer support has been lying to me. Telling me Ill hear back in 72 hours and then receiving no outreach. Im being told they cant see any of my previous cases and have had to waste my time repeating myself over and over. Ive been told that my case has been expedited to consumer affairs and Ill have an outcome by Monday then Monday comes and theres nothing.Hawaiian airlines is stealing my money. They claim they cant listen to the phone call or see my case where the manager told me I will be issued a refund if I follow her directions and take the flight. They have no organization in their internal customer support systems and never send follow up emails about whats been discussed in order to have a paper trail. Then when you call and explain what happened in your last call, they say they can see nothing.Hawaiian airlines is not properly tracking customer complaints and cases in order to steal money. They are making false promises and not following through. Every single customer support agent *** talked to has lied to me about their SLA. I was told I would be refund my upgrade costs. Hawaiian airlines needs to honor that or else they are liars who deceive and steal customer money.

  Business Response

  Date: 05/30/2023

  Message From Consumer Affairs
  5/30/2023 - Case: CN-01906401
  
  *********************** - ***********************
  
  Aloha Ms. *********,
  
  The Hawaiian Airlines *********************** has been contacted by the Better Business Bureau (BBB) regarding your refund request for your Extra Comfort seats.
  
  Upon our review of your reservations, we see documented that you called regarding your seats on March 29, 2023, for a refund of your Extra Comfort seats, but you were informed by our reservation supervisor, they are not able to waive the Extra Comfort seat fees, and you advised the reservation supervisor to leave the seats as is without any changes.  Also, there is no further documentation by any Reservation Department manager that a refund was approved for your Extra Comfort seats.
  
  We do show that you were also provided seats 16H and 16J, which are Extra Comfort seats, and no refund will be given for services and amenities provided for these seats.  Based on our findings there is no refund for your Extra Comfort seats.
  
  Thank you for your inquiry.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20097922
  
  I am rejecting this response because I was told by the manager I spoke on the phone with that I could get a refund by calling after the flight was already taken. They explained that if they refunded me back before the flight was taken, we would lose our seats, which is why they advised ** to use the seats and reach back out after for a refund. Which we did. This isnt a lie so please stop fabricating and ignoring the part where the manager explained for ** to take the flight and get a refund after they were already used. Please review photos that show we did not get the seats we paid for. We paid for the exit row seats, and did not get those. I want a refund or credit.
  
  Sincerely,
  
  Sage *********

  Business Response

  Date: 06/12/2023

  Message From Consumer Affairs
  6/12/2023 - Case: CN-01906401
  
  *********************** - ***********************
  
  Aloha Ms. *********,
  
  We appreciate your taking the time to share the details of your incident with **. We understand that you are disappointed with our response.  However, based on the facts of your case, we consider our decision to be fair and appropriate.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:05/23/2023

  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 MARCH 23, 2023 I FILED THE FOLLOWING COMPLAINT WITH HAWAIIAN AIRLINES, Incident: 230324-000199 After receiving no response I spoke with an agent and was told to resubmit my claim. I did so on April 16, 2023 and again hear nothing. On May 1, 2023 after hearing nothing I again called and was told to resubmit my claim but they were currently working on claims from March 23rd and that I should hear back within the week. Today May23rd, two months after initial complaint, I have still not heard anything. I called the support number again and was told that I would need to still wait and to file another claim. I am hoping that someone else can assist me with this as Hawaiian does not seem to care. Response Replies to this inbox are not monitored. Please visit ****************************************************** to submit an incident.Subject [SUSPICIOUS MESSAGE] Hawaiian Airlines Reservations: Concern - Other Auto-Response By (Administrator) (03/23/2023 08:19 PM)Replies to this inbox are not monitored. Please visit ****************************************************** to submit an incident.Customer By CSS Email (************************* *****) (03/23/2023 08:19 PM)First Name: ******** Last Name: ***** Email: *********************** Phone: *********** Address:Address 2:Address 3:City:State:Zip:Country:HM#: ********* Pax First Name: ******************** Last Name: ***** Travel Date: 01/04/2023 Origin: *** Destination: *** Flight No: 12 PNR: JQNNPL Ticket No:Origin Country: ************* Category: Complaint Topic: Concern Subtopic1: Other Subtopic2:Environment: ******************************************************/complaint Description:We traveled with my family On Wednesday January 4th from ****** ********* to *** with a layover in ********. Due to poor weather conditions our flight from ****** was delayed and we were informed that we had been put on a United Airlines flight to *** as we had missed our connecting flight. Unfortunately the execution of this transfer was VERY poorly handled. We were told numerous times that there would be an agent right outside of baggage claim that would give ** our new tickets and would recheck our bags right at the bottom of the escalator. This was crucial as we were also traveling with my 83 year old parents. The gate agents were there but instead of checking our bags they told us we needed to go upstairs to the united counter and they would check our bags in. This was no small feat given that we had 10 plus bags between the six of ** as well as two elderly parents who never received their wheel chairs. After ******* through 5 Lobbies we finally arrived at the United Counter. United had no information about the transfer and told us that we would need to go back to the Hawaiian Counter. Fortunately the manager saw our distress and spent the next hour making calls and got us all of the United flight just in the **** of time. She was also able to waive the baggage fees even though there was no record of our transfer. They even got my mom a wheel chair right away! The lack of communication by Hawaiian was appalling and felt by many of the travelers on our flight. At the least we feel that we should have been given our miles for the flight. We regularly travel on Hawaiian but will think twice next time. The other family members traveling were:******* ********************* - ********* ******************************** - ********* ******************************** - ********* *********************** Mock ********************** I would appreciate you looking into this and see if you can make this right.Sincerely,*************** ***** ==================== image File Attachment ====================Screen Shot 2023-03-23 at 9.30.14 PM.png, ***** bytes, Added to incident

  Business Response

  Date: 05/31/2023

  Message From Consumer Affairs
  5/30/2023 - Case: CN-01928013
  
  ****************************************************************************
  
  *****/********
  Confirmation Code: JQNNPL
  
  *****/*******
  Confirmation Code: VIDSWL
  
  *****/********
  Confirmation Code: LLEMPZ
  
  *****/*******
  Confirmation Code: IBZTTR
  
  Mock/******/****
  Confirmation Code: EWZNGW
  Aloha Ms.  *****,
  
  Thank you for your patience while awaiting our response and apologize that our office did not receive any previously submitted inquiries. This is to acknowledge that we received your submitted complaint to the Better Business Bureau, regarding your recent travel experience. I'm sorry to learn that your Hawaiian Airlines Flight 452 from ****** to ******** on January 4, 2023 was delayed, which resulted in your missed connecting Flight 12 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 2 hours and 13 minutes due to an arrival delay.
  
  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 on United Airlines Flight 724 from ******** to ************* later that afternoon, and no additional fees were charged. I see that your original reservation was split and divided multiple times and due to a duplicate reservation, your segment on United Airlines was canceled and removed by United Airlines. However, our records show that your segment on United Airlines Flight 724 from ******** to ************* was reinstated by our **************** station.
  
  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 and your family experienced.
  
  As a courtesy, for the inconvenience that you experienced, we are issuing you each a $250 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 a courtesy, we're issuing a refund of $150 USD per person (EWZNGW) to the credit card ending in ****, $150 USD and additional fare difference of $119 USD (LLEMPZ), to the credit cards ending in **** and ****, $140 USD (IBZTTR) to the credit card ending in ****, $150 USD (JQNNPL) to the credit card ending in ****, $140 USD (VIDSWL) to the credit card ending in ****. These transactions should be reflected on the next credit statements or the one thereafter. 
  
  Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of payment.
  
  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:05/19/2023

  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 wanted to get a refund on my tickets from Hawaiian airlines that I booked on march 14,2023. For the date of may 24,2023. I paid $2655 and the agent said okay thats fine, Ill charge you for the refund, it will be $1000 and it will be back into your account within ****** so he then charged me with a refund charge of $1,000,99 on April 04,2023. And I called the airlines after 3weeks to check with them on when the money will be back into my account and they kept telling me next week and finally they told me that its non refundable and that they wont be able to give me my money back even with the $1,000.99 charge .

  Business Response

  Date: 05/30/2023

  Message From Consumer Affairs
  5/30/2023 - Case: CN-01927997
  
  Aloha Ms. Quelnan,
  
  The Hawaiian Airlines *********************** has received your inquiry from the Better Business Bureau (BBB).
  
  We would like to assist you further; however, we will need some information to assist us with investigation your inquiry.  Please respond to BBB with your reservation record locator or ticket information, so we can see what occurred with the reservation agent.  Also, please provide ** with a current email address, so that if we issue compensation, we can send it directly to your email address.
  
  We look forward to hearing from you soon.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my extreme dissatisfaction with the recent experience I had while flying with your airline. I booked a trip for myself to travel from *********** to *********** on April 5, 2023. Unfortunately, the entire experience was far from satisfactory, and I am writing to request a full refund of all expenses incurred. On April 5th, our flight from *** to *** was delayed more than the three hours that was initially communicated causing a significant impact on arrival at the final destination. I started out my trip missing the first night entirely and losing expenses on the hotel reservation. The next day I spoke with 3 separate representatives to use my flight credit towards a return flight home. Extremely poor customer service and lack of timely communication caused me to ultimately lose out on the ticket fare and a flight home with the airline. This was a huge inconvenience as I had to make alternate arrangements with another airline and extend my stay at an unexpected cost.I am requesting a full refund of all expenses incurred, including my April 16th (instead of 15th) return ticket cost and hotel accommodations (April 5th & April 16th) amounting to $648.40. I believe this is a fair and reasonable request, given the exacerbated costs caused by the airline's poor service and communication.I look forward to receiving a prompt response and resolution to this matter.