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.

close

Find a Location

Hawaiian Airlines, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/18/2023

  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.

  Hawaiian airlines and delta broke my driver golf club I traveled most of the way on delta planes but the last leg to Big Island on Hawaiian Air. ***** told me the airlines have an agreement where the last leg carrier handles claims I filed case 230314-000216 complete with pictures to Hawaiian months ago and they are ignoring me I need reimbursement I think that driver was around $400 new. Id like financial compensation to cover. I cant accept flight credits as I dont fly Hawaiian normally. Thanks

  Business Response

  Date: 06/07/2023

  April 6, 2023
  
  RE: HDQHA21762
  
  Aloha,
  
  First and foremost, we extend our apologies for the inconveniences you have experienced.
  
  
  All airlines throughout the industry impose limitations on liability for certain items checked as baggage or included in checked baggage.
  
  Your claim for damages lists an item that is excluded from liability by Hawaiian Airlines as per our Domestic Contract of Carriage Rule 20.
  
  **********************************************************************************
  
  * Exclusions from Liability. We are not liable for the loss of, damage to, or delay in delivery of any of the following items:
  * antiques, artifacts, collectibles, and religious items;
  * antlers;
  * backpacks with aluminum frames, outside pockets, protruding straps, or buckles, or that otherwise not designed for travel, and sleeping bags and knapsacks made of plastic, vinyl, or other easily torn material;
  * business equipment and business samples;
  * portable multimedia players including, but not limited to, CD, DVD, and MP3 players;
  * chinaware, glass, glassware, bottles, ceramics, pottery, and mirrors;
  * computer hardware/software and electronic components/equipment;
  * items checked in sacks or paper/plastic bags that do not have sufficient durability, do not have secure closures, or do not provide sufficient protection to the contents;
  * items checked in corrugated/cardboard boxes, including cardboard boxes provided by **, except for items that otherwise would be suitable for transportation without the cardboard box;
  * electronic and mechanical items, including cell phones, electronic games, televisions, radios amplifiers, speakers, and other related items;
  * eyeglasses, binoculars, prescription and non-prescription sunglasses, and all other eyewear and eye/vision devices;
  * flowers and plants;
  * garment bags not designed for travel;
  * irreplaceable items;
  * items made of paper (e.g., advertising displays, blueprints, maps, manuscripts, business/personal documents, sketches, historical documents, photos, books, negotiable papers, securities, etc.);
  * jewelry;
  * keys;
  * liquids, perfumes, alcohol/liquor;
  * medicines and medical equipment (that are not assistive devices pursuant to 14 CFR 382.3);
  * money, gift cards, and gift certificates;
  * musical instruments (e.g., guitars, violins, violas, cellos, organs, harps, and drums);
  * natural fur products;
  * perishable items such as medicine, flowers, and food (e.g., fruits, vegetables, meats poultry, seafood, cheese, fresh or frozen foods of any kind, baked goods, dry ice, and tobacco);
  * photographic/cinematographic/audio/video equipment, cameras, lenses, bulbs, and related items;
  * precious metals/stones;
  * science-related equipment (e.g. microscopes, oscilloscopes, meters, polygraph equipment, and other related or similar items);
  * tools, battery-powered hand tools, tool boxes/containers, automotive tow bars;
  * totally unprotected items such as tennis racquets and umbrellas, either individually checked or tied/strapped to the outside of luggage;
  * recreational and sporting goods, including but not limited to, archery equipment, baseball equipment, boogie/kite/skim/speed/skate boards, bowling equipment, camping equipment, fencing equipment, golfing equipment, gymnastic equipment, hockey/lacrosse sticks, javelins, oars, paintball equipment, parachutes and parasails, pool cues, skating equipment, tennis equipment, water skiing/snow skiing/snowboards/wakeboards, hang gliding equipment, kayaks/canoes, personal human transporters, fishing rods, sculls, surfboards, windsurfing sailboards, vaulting poles, scuba diving masks and pressure gauges, scopes, and sporting trophies;
  * silverware, knives, and swords;
  * strollers, bassinets, and infant carrying seats;
  * watches and other timepieces;
  * works of art such as paintings and sculptures; and
  * any other similar valuable property or irreplaceable property included in the guests checked or carry-on baggage with or without the knowledge of Hawaiian.
  
  
  
  We regret to inform you that we will be denying your claim based upon the above stated reasons. It is regrettable that our Contract of Carriage precludes our acceptance of liability in this matter.
  
  
  
  If you are to file a claim through travel insurance, private insurance, and or credit card insurance, a copy of this file may be forwarded to your broker upon request.
  
  
  Mahalo,
  ******
  Central Baggage Claims
  PO BOX 30008
  ********, ** 96820
  Email: **********************************
  Office Hours 8:00am to 430pm

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20075033
  
  I am rejecting this response because:
  

  Hawaiian airlines are a cut rate company who broke my driver and hide behind legalese to not take responsibility.  
  

  They also provided a miserable travel experience with delays causing a missed connection across the country with the absolute worst and rudest airport employees Ive ever see 

  hawaiian airlines this is complete garbage.  Ill take this up w delta and advise them the harm you are doing to their reputation as this was booked through them.  Ill also look into filing additional complaints and poor reviews wherever I can

  My org went to ****** on a top performer trip - I have a large vote in selecting the location.  Due to Hawaiian airlines alone, I have successfully helped influence my company change our trips to other locations outside of ****** so we can use real airlines.   Hawaiian airlines has not just lost me forever, but 100+ more people annually to your company and your states economy 

  You have the consumer in an uncompromising position, you take advantage of them to treat them like ****, then dont own up to it.  Disgusting company disgusting employees disgusting policy.  Never again Hawaiian airlines I hope the $300 you are s******* me out if was worth it. 

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

• Initial Complaint

  Date:05/18/2023

  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 had purchased my ticket using my hawaiian miles. I needed to change the date so i had spoken to ****** from CS to inquire about how to change it. He said theres no way to change and that i had to cancel my flight and rebook. Before he could finish explaining, the phone gets cut off. I call back, speak to **** who tells me that all they had to do was change the date and its all good. She looks for my confirmation and tells me my flight was refunded. WTH! I did not give authorization to cancel/refund my flight. (BTW- my miles was refunded but my taxes that i paid for was not!). To make it worse, she said for me to book my tickets was gonna cost $700 dollars per person! Really!? For a 1 way ticket, RIDICULOUS! i had asked to speak to a supervisor left on the phone for 30 mins and NO ONE ANSWERED! I emailed also, still no answer. I again called CS, i had asked them to ask their supervisor to call me but i did not get a call yet.

  Business Response

  Date: 05/30/2023

  Message From Consumer Affairs
  5/30/2023 - Case: CN-01927985
  
  ***************************** - ************************
  RE: *******/*******(FFY)
         *******/ZHAYDEN *****************************
         ********/******************************
  
  Aloha Shaene,
  
  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 Hawaiian Airlines. As a guest, our goal is to provide our guests with a seamless travel experience, so I'm sorry that this experience was anything but seamless.  At any given time, we expect our employees to treat our guests with courtesy and *****, so I'm sorry that this wasn't the experience that you had.  We take experiences such as yours very seriously, so please know that your feedback has been shared with our leadership team, and we'll use this as a coaching opportunity to improve our service.
  
  While we constantly strive to maintain our high standards for excellent customer service, we recognize that we didnt deliver performance in line with these standards.  In recognition of this, as a gesture of goodwill, we'll be issuing each guest a $200 electronic 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.
  
  I see that the segment tax of $5.60 collected for each ticket was refunded to the card used for purchase.  The refunds were processed on our end on May 14, ************************** 6964.
  
  I appreciate the time that you've taken to contact **.  We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

• Initial Complaint

  Date:05/17/2023

  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.

  Details of the issue are as follows:********************************* & ******************************* Flight HA 47 departing 3/18/2020 from *** to *** returning 3/22/2020 on Flight HA 48 *** to Oak (Purchase Price with fees total $1,104.40)Attached in supporting documents is a description of my interaction with Hawaiian Airlines.

• Initial Complaint

  Date:05/17/2023

  Type:Sales and Advertising 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.

  Hawaiian airlines does not disclose in their terms or anywhere on their website that when changing a roundtrip ticket you will be priced for the whole roundtrip even when changing one way.

  Business Response

  Date: 05/30/2023

  Message From Consumer Affairs
  5/29/2023 - Case: CN-01913045
  Tatralyn Nuivo - ************************
  Nuivo/Aprilyn/*******
  
  Aloha Tatralyn Nuivo,
  
  Your complaint to the Better Business Bureau has been received by our office for a response.
  
  I'm sorry to hear that you are unhappy with our policies.  Although we no longer charge for changing flights, guests are responsible for any applicable difference in airfare.  After reviewing tickets purchased under confirmation code 2WWP5R for ******* and *************************, I do see that they have traveled and these tickets are used.  We are unable to honor your request for a refund of these tickets.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  **************
  Senior Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20071600
  
  I am rejecting this response because: there is nowhere on your website that states when changing one way on a roundtrip ticket you will be charged for the whole fare of your itinerary.  This is very misleading and unacceptable.
  
  Sincerely,
  
  Taytralyn Nuivo

• Initial Complaint

  Date:05/16/2023

  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 04/25/2023 I spoke with customer service in regards to information on switching a flight. The reservations employee charged my credit card almost $400 for a flight I did not agree to and she said the money would be refunded in 48 hours. 72 hours later there still had been no refund so I called back and spoke with a supervisor who said he would refund the money and send me an email confirmation within a week. On May 8th, I spoke via chat because there still had been no refund and no email. The chatting agents said there was a note in the file from the supervisor ****** that I agreed to flight credit instead of a refund. I had recorded the conversation with the supervisor proving I did not agree to any flight credit only a refund. The chatting agent said I need to fill out another email form to contact Hawaiian Airlines. I have tried multiple times on multiple devices and on multiple different browsers and get an error every time. Today 05/16/2023, I spoke on the phone with another representative who said she "could not locate" my flight details or any information on my case. Her response was they are busy and to continue calling back to see if anything changes. I requested to speak to a supervisor and the representative told me none were working so she couldn't transfer me. It will not allow me to upload the audio recording.

  Business Response

  Date: 06/12/2023

  Message From Consumer Affairs
  6/12/2023 - Case: CN-01913043
  
  *********************************** - *****************
  
  Confirmation Code: YPBVQC (issued 04/04/2023)
  Ticket #************* (***********)
  Ticket #************* (******)
  
  Exchanged on 04/24/2023 for:
  
  Confirmation Code: TR2SK7
  Ticket #************* (***********)
  Ticket #************* (******)
  
  Aloha ****************,
  
  We received the complaint that you filed with the ****** Better Business Bureau and are sorry that you had to submit your concern through their office in order to hear back from us.  We truly appreciate your patience while awaiting our reply.
   
  Were sorry to hear about the problems you had with our Reservations team in trying to modify your reservation listed above.  As a customer, you are our valued guest, so there is never an acceptable excuse for poor service.  The experience you encountered is not the customer service standards we strive to maintain.  We want our guests to receive the outstanding customer service they deserve each time they travel with us or reach out for assistance.
   
  Therefore, while the tickets under confirmation code TR2SK7 were purchased as fares that are nonrefundable, as a one-time only courtesy based on our review of your case, we will be refunding each ticket back to the credit card used as the original form of payment for the purchase.  In addition, as a courtesy, we have asked our ****************** to reimburse $224.00 to the credit card ending in 3451.  This amount reflects the fees that were charged for your and ******************** Extra Comfort seats.
  
  Well make every effort to process the refunds within seven business days. However, please allow up to 30 business days due to an extremely high volume of requests.  The transactions will be reflected on the cards next credit statement or the one thereafter, depending on the billing cycle.
  
  Lastly, as a courtesy in recognition of the inconvenience you experienced, we are issuing you and **************** each a $100.00 Travel Voucher, which will be good towards a future ticket purchase with Hawaiian Airlines.  Please note that information about the vouchers, including instructions for redemption, and the applicable Terms and Conditions, will be arriving in 5-7 business days in a separate email.  We recommend that you add ************************************************* to your accepted email recipient list to help prevent the message from getting misdirected to your spam folder.
   
  While the Travel Vouchers do have an expiration date (one year from the date of issuance), we'd like to point out that this is not the need to travel by date.  You're able to select travel dates going forward up to 330 days out from the date of redemption.
   
  We're glad to be given the opportunity to respond.  We also sincerely thank you for choosing to travel with Hawaiian Airlines and look forward to providing you and **************** with a more pleasant trip the next time you fly with us.
  
  ********************
  
  *********************
  Resolution Coordinator
  Consumer Affairs
  Hawaiian Airlines

  Customer Answer

  Date: 06/12/2023

   
  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:05/14/2023

  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.

  On May 6, 2020 I purchased two tickets for OAK > HON. **** the COVID19 pandemic began, I contacted the airline and they extended my ticket for (3) years, saying I will have to either use the tickets or extend by May 6, 2022. Before 05/06/2022 I called Hawaiian airlines directly, extended my reservation for ******* of 2023 and paid for the additional difference in fair. (approx. $40). On ******* 25, 2023, I contacted the airline (pictured below) to cancel my reservation as I was still not comfortable visiting the island by my departure date. I wrote down the ticket number on a receipt I received from Michaels art store on 01/20/2023(pictured below) and was informed I had until 12/31/2023 to use my credit or the tickets would expire. On May 1 I attempted to book a flight via phone call with Hawaiian Airlines and was informed my credit expired on "12/31/2022." I told the agent I did not receive the ticket numbers until 2023, and just wanted to rebook my flight for 05/25/2023 , but was rejected, so I politely asked to be transferred to a manager, but was put on hold for a very long time before the call disconnected. I attempted to recontact the airlines and sent a follow-up email. I was once again informed my credit expired ,so i contacted Hawaiian Consumer Affairs on 05/09/2023 , spoke with a live agent and explained the miscommunication, and was told to send another email. On May 12, 2023 I received the same response that the ticket expired after my 5th attempt to receive my refund or rebook. I was completely misinformed, and have proof of my 01/25/2023 8 minute phone call.

  Business Response

  Date: 05/22/2023

  RE: ******/********, ********/******
  
  Aloha ****************,
  
  We've received your message from the BBB. On behalf of Hawaiian Airlines, I'm sorry to learn that you were unable to use your tickets for travel. Tickets purchased under our covid waivers expired on December 31, 2022. 
  
  As a one time courtesy, we'll be issuing each of you a Travel Voucher in exchange for your expired ticket values, good for future travel with **. Please note that each $129.50 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: 05/22/2023

   
  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:05/14/2023

  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 12th, our flight Hawaiian Air flight HA544 was delayed twice and finally canceled around 10:30pm. We found out at about 11pm that two flights were inbound to ***** and of the two, one would not be returning to ********. We decided to stand in line as stand-by passengers hooing to get home. After general boarding was over, the gate ticketing agent stated that there were 42 available empty seats. While this agent was trying to process the stand-by passengers, another Hawaiian Air agent came and stated that no stand-by passengers would be getting onto this flight because it was now past 12am. I don't understand this rule. THIS PLANE HAD 42 EMPTY SEATS. Even if this was an actual regulation, vouchers should have been given to allow some to book the very expensive hotel rooms which were the only ones available by that time. Because of this unacceptable senerio, we were stranded at the ************* for 14 more hours without any alternative accommodation. Please explain this situation/rule.

  Business Response

  Date: 05/23/2023

  RE: ****/*****/***/******
  
  Aloha ************,
  
  We've received your message from the BBB. On behalf of Hawaiian Airlines, I'm sorry to learn that you were unable to travel to ******** as scheduled. 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. 
  
  It was certainly a unique situation that unfolded over a number of hours on Friday. A power outage at *********** a data center in ****** serving our IT connectivity needs caused a major system outage. This affected technology in our System ************************* (SOCC) and at our stations. 
  
  It feels like we're not upholding the values at Hawaiian Airlines and providing you with the ho'okipa our guests expect and we should deliver. We appreciate and value all of our guests and should make them feel that they are appreciated. Clearly that didn't happen with how our agents handled this outage and we need to communicate more timely and effectively. I've shared your feedback with our operations team to both understand what you experienced and to help them use your feedback to do better in future situations. 
  
  Our Kaua'i Airport Manger advised that the decision was made to close the aircraft doors due to crew timing out. While we realize this may inconvenience our passengers, we will not operate a flight until we've met all **************** safety requirements. Announcements were made advising guests of hotel accommodations and that Hawaiian Airlines would reimburse one night of lodging, snacks, and meals would be refunded up to $15 per guest. 
  
  In recognition of your circumstances, we'll be refunding your *****-******** segments on May 12 back to the card used for payment. We will make every effort to process refunds within seven business days. The refunds will be reflected on your next credit statement.
  
  I know that the end of your trip was more frustrating and stressful than it should've ever been. As a gesture of goodwill, we'll be issuing each of you a $300 Travel Voucher good for future travel with **. 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: 05/23/2023

   
  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:05/13/2023

  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.

  Dear *** / Madam,Around October of 2022, I canceled a Hawaiian Airlines reservation due to its travelers contracting COVID-19. I called the Hawaiian Airlines and received a flight credit of $1318 ($329.50 per person; I had 4 travelers total) that could use within 1 year of the cancellation. I asked for a written proof of this credit, but was told over the phone that such proof could not be sent, I had to ensure to memorize the flight credit number (which I still have), and I would need to call the Hawaiian Airlines reservations phone number (instead of using its online system) to make a new reservation.Several weeks ago, I called the Hawaiian Airlines to make a reservation, but the Hawaiian Airlines reservation agent couldn't make a reservation using the flight credit because the flight credit had been from the Basic Main Cabin tickets ("savers tickets") that were not refundable to begin with. I tried to point out that, if my tickets had been non-refundable, I shouldn't have been given the credit and that, had I known about it, I would not have canceled the flight. The agent asked me to contact the Hawaiian Airlines ************************** via email (as that is the only method of communication).The response from the Hawaiian Airlines Consumers Affairs is attached. It simply says any Basic Main Cabin tickets can't be refunded and didn't address my main concern. Subsequent inquiries from my end have met with silence so far.I don't know what refund policies that the Hawaiian Airlines had at the time of my purchase and have no other way to resolve this. Thank you for your time and help.*****************

  Business Response

  Date: 05/30/2023

  Message From Consumer Affairs
  5/30/2023 - Case: CN-01908237
  
  ***************** - ***********************
  1732190651710 HONG/**** - $329.50
  1732190651711 ****/**********;- $329.50
  1732190651712 HONG/Hayley - $329.50
  1732190651713 HONG/***********;- $329.50
  
  Aloha ************,
  
  The Hawaiian Airlines *********************** has received your inquiry from the Better Business Bureau (BBB)  and your inquiry that you made online to Hawaiian Airlines regarding the expired tickets above.
  
  Upon review of your reservation, we have found your tickets are Main Cabin Basic tickets, these tickets are restrictive tickets, and are non-transferable, non-refundable, and non-changeable.  However, Hawaiian Airlines did extend all expired tickets till December 31, 2022, due to Covid, as a courtesy.   We are sorry for any misinformation given by our ********************** that your tickets were valid till October 2023.
   
  As a one-time courtesy for the expired ticket, we are issuing you each a $329.50 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 your inquiry.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 06/02/2023

   
  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:05/13/2023

  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.

  On Friday May 12th, 2023 we had a flight through Hawaiian Airlines at 4:15 pm. Flight HA372 - Reservation confirmation TJEUXX. After several gate changes, we were cancelled on the airlines behalf. After our cancellation, we asked about accommodation for hotel and transportation, the staff denied any accommodation and were told "you are on your own". This was highly frustrating and forced ** to stay at the airport. We received no accommodation from the airline even though the cancellation was on their behalf. We tried to obtain a refund there and they said we would have to contact customer service, when trying to contact customer service, we got no answer or willingness to refund this. We spent $126.80 on our two airline tickets (paid to the business Hawaiian Airlines). We also missed our prepaid rental car, totaling in a loss of $55.30 and missed our prepaid Airbnb reservation, totaling in a loss of 105$. When trying to contact the airline through via text customer support, we got no answer and the airline staff told ** there was nothing they could do for **. We would like a refund for our flight, and our losses on prepaid reservations.

  Business Response

  Date: 05/22/2023

  Message From Consumer Affairs
  5/17/2023 - Case: CN-01910248
  
  ***************************** - ************************
  
  Converse/******
  *****/*******
  
  Aloha Ms.  Converse,
  
  Thank you for your reply.
  
  Your information has been forwarded to our ****************** for processing. As a courtesy, as you requested, we're issuing a reimbursement via ACH to your bank information provided below, for $100.65 USD for your (1) night AirBnB accommodations and $55.30 USD for your ground transportation expenses, dated May 12, 2023, for a total of $155.95 USD.  This transaction should reflect on your next bank statement or the one thereafter.
  
  We appreciate and thank you for your patience in this matter. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
   
  
  From:************************
  Sent:5/17/2023 9:07 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, ************************* CN-01910248
  
  CAUTION: External Sender
  Report suspicious messages to ********************************
  ? ?
  
  I appreciate your responses and measures to make this right. 
  
  Below is the information you requested. 
  
   
  Account Beneficiary Name
  *****************************
  
  
  Beneficiary Address
  ****************************************************************************************
  
  
  Beneficiary Email Address
  ************************
  
  
  
  Bank Name
  CHASE BANK
  
  
  
  
  *ABA Number
  103000648
  
  
  
  Bank Account Number
  *********
   Sent from my iPhone
   On May 15, 2023, at 11:27 AM, Hawaiian Airlines: *********************** <************************************************************************> wrote:
   
  ?
  
  Message From Consumer Affairs
  5/15/2023 - Case: CN-01910248
  
  ***************************** - ************************
  
  Converse/******
  *****/*******
  
  Aloha Ms.  Converse,
  
  Thank you for your reply. We have received your reimbursement request.
  
  Please be assured that your feedback will be shared with our management team as we continually evaluate the areas in which we can improve the quality of our service. 
  
  Hawaiian Airlines will consider reimbursement of up to $160 USD for (1) night hotel accommodations and up to $30 USD for ground transportation expenses.
  
  As a courtesy, as you requested, we're issuing a reimbursement of $100.65 USD for your (1) night AirBnB accommodations and $55.30 USD for your ground transportation expenses, dated May 12, 2023, for a total of $155.95 USD. 
  
  In order to process the reimbursement via ACH to your bank account in *****************, please provide your information below. Upon receipt of your information, I will forward to our ****************** for processing. Please note that funds can only be refunded back to the name of the ticket holder.
   
  Account Beneficiary Name
  Beneficiary Address
  Beneficiary Email Address
  Bank Name
  *ABA Number
  Bank Account Number
   
  *Please note: ABA numbers for deposits may differ from ABA numbers for wire transfers. Please verify with your bank their ABA number specifically required for ACH deposits.
   
  We appreciate and thank you for your patience in this matter.  Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
   
  From:************************
  Sent:5/15/2023 11:03 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, ************************* CN-01910248
   CAUTION: External Sender
  Report suspicious messages to ********************************
  ? ?
  
  Thank you for your response. 
  
  Your company has refunded my flight. I am now trying to make a claim to get a refund for my pre purchased hotel and rental car reservation time  I missed due to your cancellation. However, I have been trying to make a claim for 3 days and your website is saying it is experiencing technical difficulties (screenshots are provided below). I have been unable to make a claim for 3 days now.  Below receipts are also provided. 
  
  Hotel: Check in was May 12th, however the night of May 12th I was told by your company that my flight was cancelled and was told by your employees that I was on my own. May 12th I stayed in the ****************. I purchased this Airbnb for 9 nights totaling in $905.85 (receipt below). $905.85 for 9 nights is, $100.65 a night. 
  
  Being that I missed my first night due to your company failures, I would like to be reimbursed for that one night $100.65
  
  Rental car: Pick up was May 12th, however the night of May 12th I was told by your company that my flight was cancelled and was told by your employees that I was on my own. May 12th I stayed in the ****************. I purchased this rental car  for 10 days totaling in $553.05 (receipt below). $553.05 for 10 days is, $55.30  a day. 
  
  Being that I missed my first day charges of my pre purchased car rental due to your company failures, I would like to be reimbursed for that one days charges- $55.30. 
  
  Again, I am trying to come to you to make this right. The power outages were well before my flight, and the way your customers were handled and the lack of communication we received is beyond embarrassing for a company. ******************************************, with KHON2 news is going to interview me for my story and I have made a claim with Better Business Bureaus, I would like to be able to say that your company made it right. 
  Sent from my iPhone
   On May 15, 2023, at 10:57 AM, Hawaiian Airlines: *********************** <************************************************************************> wrote:
   
  ?Message From Consumer Affairs
  5/15/2023 - Case: CN-01910248
  
  ***************************** - ************************
  
  Converse/******
  *****/*******
  
  Aloha Ms.  Converse,
  
  Thank you for your patience while awaiting our response. This is to acknowledge that Mr. *********************** received your email dated May 12, 2023 and has asked our office to respond on his behalf.  We're sorry to hear that you were unable to travel as planned. On behalf of Hawaiian Airlines, we sincerely apologize for the inconvenience that you experienced to your travel plans on May 12, 2023.
  
  On the morning of May 12, 2023, a power outage at *********** a data center in ****** serving our IT connectivity needs caused a major system outage. This affected technology in our System ************************* (SOCC) and at our airport stations. Other ****** companies were also impacted by this outage.
  
  Although power at the data center was restored around mid-day, we were still experiencing intermittent problems across our network, including flight operations and airport services, which prevented several flights from departing as scheduled. 
  
  On March 29, 2023, our records show that tickets (TKH5VG) were purchased for your scheduled travel on May 12, 2023, from ******** to ****. As you requested, a refund was issued for your unused tickets on May 13, 2023, to the credit card ending in 9872. These transactions should be reflected on your next credit statement or the one thereafter.
  
  Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of payment.
  
  We appreciate and thank you for taking the time to let us know about your experience. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  Tell us why here...

  Customer Answer

  Date: 05/30/2023

   
  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:05/12/2023

  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.

  I am writing to file a formal complaint against Hawaii Airline regarding their lack of response and failure to process a refund for my canceled reservation. I have been encountering severe difficulties in obtaining any form of communication or resolution from their customer service department.Here are the details of my complaint:On 4/20, I booked a ticket with Hawaii Airline and subsequently canceled my reservation on the same day via a text message (reservation number: 6EQFGF). I have the text message record as evidence of cancellation.On 4/25, when I logged into my account, I noticed that my reservation is still active, and there has been no refund credited to my credit card. I sent an email to Hawaii Airline requesting an update on the status of my refund. However, to date, I have not received any response from their customer service team. The email sent on 4/25 generated an Incident number: 230425-000265.In an attempt to seek assistance, I reached out to Hawaii Airline via text message again on 4/28 and 5/3. On both occasions, I was informed that the flight was canceled, and the refund was still in process. I was also informed that it could take up to 7 days for the refund to appear on my credit card statement.However, it has now been 22 days since the cancellation, and I have not seen any refund credited to my credit card.I kindly request your intervention in resolving this matter promptly. I am seeking the following actions to be taken by Hawaii Airline:Confirm the cancellation of my reservation and verify the initiation of the refund process.Provide a detailed explanation for the delay in communication regarding my email.Expedite the processing of my refund and ensure its timely credit to my credit card account.I appreciate your attention to this matter and your assistance in resolving this issue. I look forward to a prompt resolution and the refund credited to my credit card as soon as possible.

  Business Response

  Date: 06/11/2023

  From: Hawaiian Airlines: *********************** <************************************************************************>
  Sent: Monday, May 22, 2023 12:49 PM
  To: ************************* <*************************>
  Subject: Hawaiian Airlines, *********************** - CN-01912879
  
  Message From Consumer Affairs
  5/22/2023 - Case: CN-01912879
  
  ***************** - *************************
  
  ***********************,
  
  We've received your case from the BBB. On behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. As a customer, you're our valued guest so there's never an acceptable excuse when you receive poor service.
  
  As requested, we'll be processing a refund of your ticket back to the card used for payment. We will make every effort to process refunds within seven business days. The refund will be reflected on your next credit statement.
  
  As a gesture of goodwill for the poor handling, I'll be issuing you a $100 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: 06/13/2023

   
  Complaint: 20050052
  
  Thank you for your previous response. However, I regret to inform you that as of today, 6/13/23, I have not seen the refund posted on my credit card ending in ****. As evidence, I have attached the reservation email, which clearly shows that the payment was made using my credit card on 4/20.
  I followed up on the refund status on 5/31, and I was informed that it had been forwarded to the accounting department for further processing. However, I have not received any updates since then. This extended delay is causing significant concern and inconvenience.
  In light of these circumstances, I kindly request you to send me a refund confirmation via email, providing clear documentation that the refund has indeed been processed. The timeframe of two months to process a refund or mail a refund check is disconcerting. I would greatly appreciate it if you could investigate this matter  and provide me with a prompt update on its progress.
  Thank you for your attention to this matter. I look forward to your prompt response and a resolution to this issue.
  
  

  Business Response

  Date: 07/10/2023

  From: Hawaiian Airlines: *********************** (*************************************************************************
  To: *************************
  Subject: RE: Re: [NON-HA] Re: Hawaiian Airlines, *********************** - CN-01912879
  Date: 6/13/2023 3:13 PM
  Body:
  Aloha,
  
  We're unable to process the refund as Hawaiian Airlines does not have the money. Please contact your card company to change the status, or else please write back to us after August 8, 2023 when the chargeback status will change.
  
  Regards,
  ******************************;  
  
  From:*************************
  Sent:6/13/2023 2:58 PM
  To:************************************************************************
  Subject:Re: [NON-HA] Re: Hawaiian Airlines, *********************** - CN-01912879
  
  CAUTION: External Sender
  Report suspicious messages to ********************************
  ? ?
  
  Yes, I filed the dispute with my credit card in May. As of today, the status is still showing:  pending for merchant response. I will close the dispute once you process the refund.
  Thanks. 
   Sent from my iPhone
   On Jun 13, 2023, at 5:20 PM, Hawaiian Airlines: *********************** <************************************************************************> wrote:
   
  ? Aloha,
  
  We've received a notification from our ********************** A chargeback was filed on this ticket on May 8 and they've not received any reversal of this dispute. The status of the chargeback will stay at nogo until August 8, 2023. If you decide to change the status of this chargeback, please let us know.
  
  Chargeback case: 1050499657
  Ticket: 1732300072292
  Amount: $153.30
  
  Regards,
  ******************************;
  
  From:*************************
  Sent:6/13/2023 12:15 AM
  To:************************************************************************
  Subject:Re: [NON-HA] Re: Hawaiian Airlines, *********************** - CN-01912879
   CAUTION: External Sender
  Report suspicious messages to ********************************
  ? ?
  
  Hi?
  
  Another 2 weeks have past , still no refund on my credit card. 
  Any update from the accounting department?
  Please let me know, It's hard to believe that it would take two months before getting a refund. 
  
  Thanks,
  *****************
  
  
  
  From: Hawaiian Airlines: *********************** <************************************************************************>
  Sent: Thursday, June 1, 2023 10:53 AM
  To: ************************* <*************************>
  Subject: RE: [NON-HA] Re: Hawaiian Airlines, *********************** - CN-01912879
  
  Aloha,
  
  Thank you for writing back to us. I'm also concerned to learn that you haven't received your refund. Let me reach out to our ********************* for their follow up. Once I hear back from them, I'll let you know of the outcome.
  
  Thank you again for your patience.
  
  ******,
  ******************************; 

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20050052
  
  I am rejecting this response because:

  
  I received a letter regarding my dispute, stating that the ticket is non-refundable. However, I want to highlight that I canceled the ticket within 24 hours of making the purchase.
  I kindly request that you either process a refund for the ticket or approve the dispute in my favor.

  
  
  *****************

  Business Response

  Date: 08/21/2023

  Aloha,
  
  We've received a notification from our ********************* and have changed the status of the chargeback ticket. We will make every effort to process refunds within ten business days. The refund will be reflected on your next credit statement.   
  
  Mahalo,
  ***********************************
  
  From:************************************************************************
  Sent:6/13/2023 3:13 PM
  To:*************************
  Subject:RE: Re: [NON-HA] Re: Hawaiian Airlines, ************************* CN-01912879
  
  Aloha,
  
  We're unable to process the refund as Hawaiian Airlines does not have the money. Please contact your card company to change the status, or else please write back to us after August 8, 2023 when the chargeback status will change.
  
  Regards,
  ******************************;  
  
  From:*************************
  Sent:6/13/2023 2:58 PM
  To:************************************************************************
  Subject:Re: [NON-HA] Re: Hawaiian Airlines, ************************* CN-01912879
  
  CAUTION: External Sender
  Report suspicious messages to ********************************
  ? ?
  
  Yes, I filed the dispute with my credit card in May. As of today, the status is still showing:  pending for merchant response. I will close the dispute once you process the refund.
  Thanks. 
   Sent from my iPhone
   On Jun 13, 2023, at 5:20 PM, Hawaiian Airlines: *********************** <************************************************************************> wrote:
   
  ? Aloha,
  
  We've received a notification from our *********************. A chargeback was filed on this ticket on May 8 and they've not received any reversal of this dispute. The status of the chargeback will stay at nogo until August 8, 2023. If you decide to change the status of this chargeback, please let us know.
  
  Chargeback case: 1050499657
  Ticket: 1732300072292
  Amount: $153.30
  
  Regards,
  ******************************;
  
  From:*************************
  Sent:6/13/2023 12:15 AM
  To:************************************************************************
  Subject:Re: [NON-HA] Re: Hawaiian Airlines, ************************* CN-01912879
   CAUTION: External Sender
  Report suspicious messages to ********************************
  ? ?
  
  Hi?
  
  Another 2 weeks have past , still no refund on my credit card. 
  Any update from the accounting department?
  Please let me know, It's hard to believe that it would take two months before getting a refund. 
  
  Thanks,
  *****************
  
  
  
  From: Hawaiian Airlines: *********************** <************************************************************************>
  Sent: Thursday, June 1, 2023 10:53 AM
  To: ************************* <*************************>
  Subject: RE: [NON-HA] Re: Hawaiian Airlines, ************************* CN-01912879
  
  Aloha,
  
  Thank you for writing back to us. I'm also concerned to learn that you haven't received your refund. Let me reach out to our ********************* for their follow up. Once I hear back from them, I'll let you know of the outcome.
  
  Thank you again for your patience.
  
  ******,
  ******************************; 
  
  From:*************************
  Sent:5/31/2023 12:08 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, ************************* CN-01912879
   CAUTION: External Sender
  Report suspicious messages to ********************************
  ? ?
  
  Hi,
  
  Thank you for your reply. However, as of today, 5/31/23, I have not seen the refund posted on my credit card ending in ****. I have attached the reservation email, which clearly shows that the payment was made using my credit card on 4/20.
  
  I kindly request you to send me a refund confirmation via email, indicating that the refund has been processed. It is disconcerting to think that it would take more than a month to process a refund. I would appreciate it if you could investigate this matter promptly and provide me with an update.
  
  Please understand that I value providing honest feedback, and it is important for me to relay accurate information to the Better Business Bureau. I look forward to your prompt response and resolution of this issue.
  
  Thank you.
  *****************
  
  
  From: Hawaiian Airlines: *********************** <************************************************************************>
  Sent: Monday, May 22, 2023 12:49 PM
  To: ************************* <*************************>
  Subject: Hawaiian Airlines, ************************* CN-01912879
  
  Message From Consumer Affairs
  5/22/2023 - Case: CN-01912879
  
  ***************** - *************************
  
  ***********************,
  
  We've received your case from the BBB. On behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. As a customer, you're our valued guest so there's never an acceptable excuse when you receive poor service.
  
  As requested, we'll be processing a refund of your ticket back to the card used for payment. We will make every effort to process refunds within seven business days. The refund will be reflected on your next credit statement.
  
  As a gesture of goodwill for the poor handling, I'll be issuing you a $100 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, ***********************