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:05/08/2023

  Type:Customer Service 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 Saturday 05-06-2023, I took a flight from Kauai to the Big Island for a weekend vacation. When I arrived at **** around 12:00PM that day, I realized that my luggage had not arrived with my flight. I became concerned so I inquired with the baggage service office about my belongings. They told me that luggage was still at *************** and that it had been delayed. The person working the counter that day assured me that it would arrive on the next flight (1:37 PM), that they would contact me as soon as it arrived, and that it would be delivered to my Hotel as soon as it arrived. I arrived at my hotel at about 3:00 PM and checked in. I asked the staff if my luggage was delivered; it was not. I waited patiently thinking it was on its way. However, more time passed by and I started to become more concerned about the status of my luggage. I tried calling the *************************** multiple times, but nobody answered the phone. I thought they might be closed at a certain time so at about 5:30, I called customer service directly only to have them send me back to the *************************** who they said did not close until 8:45 PM. I tried calling them again for the next 30 minutes to no avail and this time it seemed as though they were hanging up my calls. Finally, at about 6:10 PM, someone answered and told me that my luggage had arrived earlier that day and was scheduled to be delivered that night. Eventually, my luggage was delivered, but I did not receive it until about 10:00 PM. Unacceptable. I had limited time on my hands. I had plans that day but could not do anything due to worrying about the status of my belongings. I tried filing a complaint through their website, but it would not let me submit one due to having technical issues. I contacted the customer service department again only for them to send me back to the website that didn't work. They wouldn't let me speak to a higher up or provide me with a direct email to file the complaint to either.

  Business Response

  Date: 05/17/2023

  ***** ************,
  
  Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, I'm sorry to learn that your baggage was delayed. It certainly feels like we're not upholding the values at Hawaiian Airlines and providing you with the ho'okipa our guests expect and we should deliver. We appreciate and value all of our guests and should make them feel that they are appreciated. Clearly that didn't happen with your experience. We need to get better and we've shared this with our Airport ********************* for their review.
  
  As a gesture of goodwill for the poor service experience, 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: 05/20/2023

   
  Complaint: 20033769
  
  I am rejecting this response because:
  
  The $100 voucher does not fully cover the cost of my flight expenses and I've decided to avoid flying with Hawaiian Airlines in the future as much as possible.

  Business Response

  Date: 06/01/2023

  Aloha,
  
  We've received a notification from the BBB. When such delays arise, we have guidelines in place that govern how we compensate our guests. Our guidelines allow us to provide consistent treatment for all of our guests. In your situation, we see that your baggage was delivered to you on the same day and no additional compensation was authorized. 
  
  Thank you for choosing Hawaiian Airlines.
  
  Mahalo,
  ******************************; 
  
  From:************************************************************************
  Sent:5/17/2023 9:48 AM
  To:***********************
  Subject:Hawaiian Airlines, ************************* CN-01910867
   Message From Consumer Affairs
  5/17/2023 - Case: CN-01910867
  
  ******************* - ***********************
  
  Aloha ************,
  
  Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, I'm sorry to learn that your baggage was delayed. It certainly feels like we're not upholding the values at Hawaiian Airlines and providing you with the ho'okipa our guests expect and we should deliver. We appreciate and value all of our guests and should make them feel that they are appreciated. Clearly that didn't happen with your experience. We need to get better and we've shared this with our Airport ********************* for their review.
  
  As a gesture of goodwill for the poor service experience, 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, Consumer Affairs Office
  
  

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20033769
  
  I am rejecting this response because:

  My trip was a two day weekend trip. Yes, my luggage was delivered that same day, but that was still an entire day (half the duration of my trip) lost due to how long I needed to wait for my luggage. I have disputed my plane ticket charge with my credit card company, and I will avoid using Hawaiian Airlines in the future whenever possible.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/08/2023

  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 May 30, 2023 3:05PM EST, I booked a ticket for myself from *** to *** (confirmation number 6SDEUF) and was able to successfully book my ticket. But when I tried immediately to book a ticket for my husband ****** ****** Retusto ******** on the same flights, I submitted my credit card information and then an error message showed up saying that an error occurred and if i do not receive a confirmation email, to call Hawaiian airlines. I did not receive an email so i called the airline and the rep then told me that for some reason only a one way ticket was showing up. ** told me he would cancel the ticket and for me to re-try. When i re-tried, the fare went up $10. Again I received the SAME error and he said that he could only see the same one way ticket again even though i definitely booked a roundtrip ticket because i selected 2 seats so i know a roundtrip was booked. By this time i was on the phone for an hour with the rep. ** said he would finish the booking for me but was unable to honor the ****** price i had paid and would have to do it at $147. THEN he disconnected the call before completing the booking. So then I had to call in again but this time when the new rep ******* tried to book the ticket it went up another $10 to $157. She said her supervisor would not allow a credit or price match. Also there were no seats available next to each other and that i would have to pay $10/seat to sit next to each other and then she cannot waive the fee and her supervisor cannot waive the fee. I find it highly suspicious that the site has all these "errors" processing tickets and then just keep raising the price of the ticket. Over 2 hours, tried to book 3 times & the price went up $10 each time. This is price gouging especially since I have no choice but to book the ticket since mine went thru but not my husbands and we need to be on the same flight. I would like a resolution of $20 refund and additional $20 credit to use to book seats next to each. 2nd confirm: 6SWS2Q

  Business Response

  Date: 05/16/2023

  ******************,
  
  We've received your letter from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. Seats are made available on a first-come, first-serve basis, 330 days in advance of the flight date. Our business is one of supply and demand, so as a flight fills up, the fares may increase. 
  
  It certainly feels like we're not upholding the values at Hawaiian Airlines and providing you with the ho'okipa our guests expect and we should deliver. We appreciate and value all of our guests and should make them feel that they are appreciated. We need to get better and we'll only get better with feedback like yours.
  
  As a one time courtesy in recognition of your circumstances, we'd like to refund the $20 difference in your fare and $20 Preferred Seat upgrade. Please write back to ** when travel is completed, provide ** with your ticket and upgrade numbers, and we can process this refund. 
  
  Thank you for choosing Hawaiian Airlines and we look forward to serving you at the end of the month. 
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 8 r/t tickets to ****** in 2 separate transactions for my whole family (Hawaiian ************** order is 7). Shortly after purchase the ticket price went down considerably. I contacted the airline and asked for a refund. I was told that main cabin fares are not refundable. After waiting on hold for 1 1-2 hrs I finally got a supervisor, ************ 0563JP. He stated that he would authorize my refund on both transactions if I repurchased all the tickets immediately. I told him I was concerned I would end up with 16 tickets. He assured me he would take care of it and that I needed to call back with the new confirmation numbers, which I did. I was told that both refunds were processed on April 30 and I would receive emails stating as such. I received no emails so I called several more times. After hours on hold and several cs agents and supervisors later I was told that the first itinerary was canceled but no refunds were authorized, that the tickets were non refundable. I explained everything several times and every person said theyd look in to it and get back to me. That never happened either. 8 days later, Hawaiian air refunded me $11.20 which is one of the taxes from one seat of one flight. They are sitting on over 7k in refunds yet no one seems to know how to help. To say that this is their upgraded system is astonishing. I contacted my credit cards today and was informed there are no credits pending. Hawaiian Airlines customer service needs to do better. No call backs, no correspondence, no apologies, no refunds, nothing. This is my first experience with this airline and it has been anything but positive. I want to keep my new flights and a refund from the first set of flights. I cant imagine that processing it should be that difficult!

  Business Response

  Date: 05/16/2023

  ****************
  Mahalo for reaching out and sharing your experience.  Im sorry about the confusion.  I did verify that your original reservations were in the queue to be refunded, however, it appears that was not refunded yet.  I did have the refunded expedited and processed today.   You should see it online in a couple business days, depending on your credit card institution.  For your record, Ive listed each of the names and ticket numbers below, along with the amount that is being refunded back.
  
  *************************
  TKT 1732194460093
  $917.00
  ***************************
  TKT 1732194460094
  $917.00
  ****** ******
  TKT 1732194460095
  $917.00
  *******************
  TKT 1732194460096
  $917.00
  ***************************
  TKT 1732194460161
  $917.00
  *************************
  TKT 1732194460162
  $917.00
  ***************************
  TKT 1732194460163
  $917.00
  *************************
  TKT 1732194460160
  $917.00
  
  I truly appreciate your patience and understanding.  Again, mahalo for sharing your experiences with **.  I know we can and will do better, to assist our guests.
  
  
  Malama pono (take care)
  
  Warm aloha
  
  ************************* Senior Director, Customer Contacts
  ****************************************************************************

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20031800
  
  I am rejecting this response because:
  You still have not refunded two of the 8 flights, mine and ***** This has been the worst transaction I have ever experienced and the customer service is even worse. You would think after all the hours on the phone and all the emails someone surely could get this right. I guess my next step will be to dispute the charges if this is not immediately corrected. Also, I would think some sort of compensation for all the trouble your agency has caused is warranted.
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/29/2023

  To: ***** <**************************>
  Subject: RE: [NON-HA] BBB Complaint Hawaiian Air
  
  ****************
  Mahalo for reaching out and sharing your experience.  Im sorry about the confusion.  I did verify that your original reservations were in the queue to be refunded, however, it appears that was not refunded yet.  I did have the refunded expedited and processed today.   You should see it online in a couple business days, depending on your credit card institution.  For your record, Ive listed each of the names and ticket numbers below, along with the amount that is being refunded back.
  
  *************************
  TKT 1732194460093
  $917.00
  ***************************
  TKT 1732194460094
  $917.00
  ****** ******
  TKT 1732194460095
  $917.00
  *******************
  TKT 1732194460096
  $917.00
  ***************************
  TKT 1732194460161
  $917.00
  *************************
  TKT 1732194460162
  $917.00
  ***************************
  TKT 1732194460163
  $917.00
  *************************
  TKT 1732194460160
  $917.00
  
  I truly appreciate your patience and understanding.  Again, mahalo for sharing your experiences with **.  I know we can and will do better, to assist our guests.
  
  
  Malama pono (take care)
  
  Warm aloha
  
  ************************* Senior Director, Customer Contacts

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20031800
  
  I am rejecting this response because: This May 29th response is the same exact generic response they sent on May 16th where they state that the refund has been expedited. What an awful experience this has been. Still 2 flights not refunded. A whole lot of incompetence and their response is from a corporate executive! I give up trying to work with them and have disputed the charges on the credit card. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/11/2023

  From: ************************** <************************************************>
  Sent: Thursday, May 11, 2023 4:37 PM
  To: ***** <**************************>
  Subject: RE: [NON-HA] BBB Complaint Hawaiian Air
  
  Aloha *****
  Mahalo for reaching out and sharing your experience.  Im sorry about the confusion.  I did verify that your original reservations were in the queue to be refunded, however, it appears that was not refunded yet.  I did have the refunded expedited and processed today.   You should see it online in a couple business days, depending on your credit card institution.  For your record, Ive listed each of the names and ticket numbers below, along with the amount that is being refunded back.
  
  *************************
  TKT 1732194460093
  $917.00
  ***************************
  TKT 1732194460094
  $917.00
  ****** ******
  TKT 1732194460095
  $917.00
  *******************
  TKT 1732194460096
  $917.00
  ***************************
  TKT 1732194460161
  $917.00
  *************************
  TKT 1732194460162
  $917.00
  ***************************
  TKT 1732194460163
  $917.00
  *************************
  TKT 1732194460160
  $917.00
  
  I truly appreciate your patience and understanding.  Again, mahalo for sharing your experiences with us.  I know we can and will do better, to assist our guests.
  
  
  Malama pono (take care)
  
  Warm aloha
  
  ************************* Senior Director, Customer Contacts
  ****************************************************************************
  ************************************************  HawaiianAirlines.com
  

• Initial Complaint

  Date:05/06/2023

  Type:Service or Repair 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 fly 3-4 x/month from *** to *** for vital medical treatment. My arrival is very time sensitive. The new system Hawaiian installed in April, 2023 stripped almost all customer functionality from their previous system. - Over the last week I have spent more than 7 hours on the phone to change one leg of one flight. - I need receipts for medical reimbursement. Now I must wait 30 days for a receipt that not even the customer service rep can access. I used to be able to get it directly from the app. It took over 3 calls and 3 hours for a someone to inform me that they can no longer provide receipts. I had to speak with a supervisor to get a real answer. - The only way to get a correct boarding pass (with my TSA PreCheck #) is to stand in line at the airport. I paid for the PreCheck so I wouldnt have to stand in line. - I cant log a complaint because the new system does not recognize the new Confirmation Code format.- The custom service phone line has been down frequently. - In total, I have wasted about 15 hours on the phone, website, app, and kiosk during the last 5 days attempting to complete simple tasks that the previous system easily accommodated. Since Hawaiian has a virtual monopoly on inter-island flight I have no recourse but to bend over and take it. Sorry doesnt replace my wasted time. Time is money.

  Business Response

  Date: 05/16/2023

  Aloha ******************,
  
  We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your recent reservations experience. As a HawaiianMiles member, you're our valued guest so there's never an acceptable excuse when you receive poor service.
  
  As of April 19, 2023, HST, we upgraded our core reservations system to a more modern, efficient system that will enable our front-line employees to help better assist our guests with their travel needs. While this new system will automate complex tasks, we understand that we have processes and procedures that we will need to fine-tune. In the meantime, your receipt for your trip on April ***** is attached. 
  
  If you know the information in your HawaiianMiles account is current and the nine digit *** is getting linked to your reservations, then there may be an issue with *** that you need to look into further. 
  
  A passenger can be excluded from *** PreCheck at any time by the **** Again, if you know your name and account is correct in your Hawaiian Airlines account, then you may wish to contact the *** directly so they can research the possible issue. You can find the information below at ********************************************.
   
  *** ************** Information:
  Hours: Monday-Friday: 8 a.m. - 11 p.m. Eastern Time
  Weekends/Holidays: 9 a.m. - 8 p.m. Eastern Time
  Email: *****************************
  Phone: **************
  
  We've taken a look at your upcoming flight on record 6KAALK. The *** currently entered is 10 digits TT126JTJZ. Per the *** website, members approved for the *** PreCheck Application Program, this number is 9 digits long, can be a combination of numbers and letters and typically begins with TT. Note that you can adjust your *** in My Trips anytime or during the check in process. 
  
  Thank you for choosing Hawaiian Airlines and we look forward to serving you in your upcoming flight.
  
  Sincerely,
  ***********************************

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20025713
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/18/2023

  Complaint: 20025713

   

  I am rejecting this response because:

   

  1.  It did not address the ***** hours of my time wasted attempting to contact, and on the phone customer service to complete tasks that previously would have taken minutes to accomplish on the website.

   

  2. Blaming me or TSA for my Pre-check status dropping from my self-generated boarding pass is inconsistent with the facts.  I NEVER had problems until the enhanced system was put in place. The boarding passes generated by customer service at the airport DID correctly contain my Pre-check status.  Your telephone customer service rep (incorrectly) re-entered my TSA pre-check number (TT126JTJZ) by adding an extra character.  I thought I had corrected him.

   

  3.  As I initially wrote, Sorry doesnt cut it. Time is money.  I dont think Im taken seriously as the problems continue to be ongoing.   The first attempt to get me receipts were links back to the broken webpage that instructed me to contact customer service.  And last time I checked, **************** is unable to provide receipts.  The left hand doesnt know what the right hand is doing.  A simple change to 45 minute flight comes with 2-3 hours dealing with ****************.  And frequently **************** is so overwhelmed, the number doesnt work.  

   

  Im tired of hearing Sorry when it isnt backed up with an action.  A valid apology *always* includes an action to make the person whole, and an action to ensure it doesnt happen again.

   

  Sincerely,

   

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

• Initial Complaint

  Date:05/05/2023

  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 tried to use my companion discount for my roundtrip flight from Maui(***) to **********(***) from 6/1/23 to 7/5/23 for myself(***************************) and my husband ************************I spoke with someone at the counter at the Maui airport on 4/19/23, when I checked into my flight to the mainland confirmation code KPIBIO, about how to use my discount but was told they had a computer system upgrade that should be complete within a day.I waited as long as possible but had to book our Roundtrip ********** flight on 4/25/2023 Confirmation code 6B3JKY. When I booked it would not recognize my companion discount and the computer infrastructure was glitching and did not have any of my data in the system.Today 5/5/23 I called Hawaiian Airlines ************** at 12:30 pm HST and after waiting 30+ minutes I spoke with ******, first, he said he couldn't help me without using today's rates and shared that the computer system is still not taking the companion discounts, even after speaking with his supervisor *******. I said I was going to complain to BBB. He put me on hold and said his supervisor would give me the discount without increasing my originally paid fair of $1,271.After waisting 90-minutes of my time and collecting our personal data, my social security number, birth date, my husband's birthdate, our mailing address, and our credit card information, my discount code: HACARD10054J383 my husband's discount code: HACARD1003PU9XW, he said he couldn't help me without increasing my fare. Which makes no sense.I contacted Hawaiian Airlines Mastercard at ************** at 2:18 pm HST and spoke with ***** but she said she couldn't help me and that it is a Hawaiian Airlines problem.It is not my fault Hawaiian's computer updates are not sophisticated enough to apply the earned discounts. I would like my companion discount for my flight confirmation#6B3JKY.We use Hawaiian Airlines regularly to get mileage and discounts every chance we get. This seems like a slap in the face for loyalty.

  Business Response

  Date: 05/16/2023

  RE: 6B3JKY
  
  *********************************,
  
  We've received your message from the BBB. On behalf of Hawaiian Airlines, I'm sorry to learn about your experience with redeeming your discount. It certainly feels like we're not upholding the values at Hawaiian Airlines and providing you with the ho'okipa our guests expect and we should deliver.
  
  For future reference, primary card holders of our World Elite Mastercard will have to log in to their HawaiianMiles account and apply the discount prior to purchase. In this situation, the code should have been applied when booking your reservation on April 26 online. Instructions on how to redeem your discount can be found here and in our Terms and Conditions provided to you when receiving your card.
  
  As a one time courtesy, please write back to ** when travel is completed and we'll manually refund $100 on this reservation.
  
  Thank you for choosing Hawaiian Airlines.   
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:05/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight from *** to ***, confirmation code TG694E, and after I was told there was first class seats available, I transferred 200k of amex points to upgrade at which point I was informed there are none. It is so frustrating to have to jump through an egregious amount of hopes to be deceived by Hawaiian Airlines. I opened an **************** credit to earn points to upgrade to first class for my anniversary trip. I spent every dollar I could using my card to qualify for my points. I then paid $100 to transfer those points to Hawaiian airlines. I didnt have enough so had to try to pool with my wife, but since that would also require a fee, I opened a Bank of ****** account to be eligible for free transfer. I made the 200k points transfer to my account, as requested by a Hawaiian airlines agent, only to find out there are no seats available for award upgrade. I even spoke to an an agent the day of the transfer who noted there seats available for upgrade and failed to mention there are a handful available for the award upgrade. After I waited for the points to settle (less than 12 hours), I was told there are no more seats available for award upgrade only via dollars. I am now stuck with 150k points ($1,500 equivalent) in my HawaiianMiles account that I cant transfer back, and would have to pay almost $5,000 per passenger to upgrade. This has been the most difficult and frustrating experience of any airline that Ive ever dealt with.

  Business Response

  Date: 05/22/2023

  RE: ******/*****, *****/******
  
  Aloha ****************,
  
  We've received your case from the BBB on May 16. On behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. As customers, you're our valued guests and we apologize that you're disappointed with our policy. We want our guests to enjoy their time with us and it's clear that this wasn't the case. We've shared your feedback with our *********************** Managers for their review. 
  
  We've retrieved your call to us. As long as HawaiianMiles members have enough HawaiianMiles, they're able to upgrade at any time to any available First Class seat. All flight reservations using mileage are subject to the availability of award seats for each award level. Note that reservations can be made up to 330 days in advance on our website or through our ***********************. In your situation, we see that HawaiianMiles were deducted for the ********-******** *** segment. If First Class upgrades become available on the ******** ***-******** segment, HawaiianMiles upgrades must be completed no later than 26 hours prior to scheduled departure through our *********************** by calling **************.    
  
  Thank you for choosing Hawaiian Airlines and we look forward to serving you in a couple of weeks.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:05/02/2023

  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.

  When Hawaiian Airlines website opened up after it wasn't operational due to their system upgrade I made reservations for three passengers totaling $1,344, confirmation 63SR5Z. Due to Hawaiian Airlines system upgrade glitch, received call that my credit card wasn't charged and I would need to call **************. On 5/2/23 I called as instructed, and was charged $2,067 for the same flights previously booked. I expressed that I should pay the amount that I purchased the flights for and not the current cost since my non-refundable flights were already confirmed. It isn't my fault that their system upgrade doesn't work.

  Business Response

  Date: 05/17/2023

  Message From Consumer Affairs
  5/17/2023 - Case: CN-01909320
  
  ********************* - *****************
  RE: 63SR5Z
  
  Aloha Ms. ***,
  
  The Hawaiian Airlines *********************** has been contacted by the Better Business Bureau (BBB) regarding your future reservation.
  
  Since it is a future reservation, we have forwarded your inquiry to the Hawaiian Airlines *********************** to have an agent or supervisor contact you directly to correct the fare issue that you are having.  If you need to follow up with them, please call Hawaiian Airlines *********************** at **************
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 05/17/2023

   
  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:05/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I missed my connecting flight due to hawaiian airlines landing late. There also was insufficient information on my ticket causing me to miss my flight. Upon calling customer service I was told there was nothing they could do. Essentially leaving me stranded in a city I had no intention of.

  Business Response

  Date: 05/11/2023

  Message From Consumer Affairs
  5/10/2023 - Case: CN-01908643
  
  ************************* - *******************
  
  Aloha Mr.  *******,
  
  Thank you for your patience while awaiting our response. This is to acknowledge that we received your submitted complaint to the Better Business Bureau. I'm sorry to learn that your Hawaiian Airlines Flight 50 from ******** to ******** on May 1, 2023 was delayed. 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 35 minutes due to connecting passengers from inbound Flight 277 and an arrival delay. However, I understand that this resulted in your missed connecting Flight **** on *************** from ******** to *******.
  
  Although your partially used Codeshare ticket purchased from a travel agency is nonrefundable, as a courtesy, as requested, we're issuing a refund for your unused segment from ******** to *******, to the credit card ending in 8596. This transaction 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 ** know about your experience. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

• Initial Complaint

  Date:05/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 airline tickets with Hawaiian Air on 4/30/23 for $1407.20. The charged my credit card this amount and the charge is pending. When I booked these flights I was given the following confirmation # 5IKOEX. I never got a confirmation email. I reached out to them via the phone. Was put on hold for two hours. The first person I spoke with told me to give them my cc # again so they could run it a second time. I told them no because I could see that the 1st charge was approved and pending. After more time on hold. I was told that there was an error with their website and they would try to fix it. I was then told that the partner airline had cancelled their flights. I spoke with ******* they said that was not true and that these flights were available. Hawaiian Air has refused to cancel the charge and said that my only recourse is to dispute the claim with my cc. My cc has said that Hawaiian Air can cancel the charge and that I should not have to file a dispute. I would like Hawaiian Air to cancel the charge. At this point they are holding onto $1407.20 and not issuing a ticket.

  Business Response

  Date: 05/21/2023

  Message From Consumer Affairs
  5/21/2023 - Case: CN-01906698
  
  *************************************** - *****************
  Confirmation code: 5IKOEX
  
  
  Aloha Ms. **********,
   
  We have received your complaint from the Better Business Bureau (BBB). We apologize for the delay in responding.
  We sincerely apologize for any inconvenience you have experienced and understand your concerns regarding the pending charges associated with your attempt to purchase airline tickets with Hawaiian Airlines. After reviewing our records, we see that you spoke to our Reservations team on May 4, 2023. Additionally, we were unable to locate any charges related to confirmation number 5IKOEX.  
  Acknowledging that we did not uphold our values of providing the care (malama) and excellence (po'okela) that our guests expect and that we strive for, we would like to offer you a $100 travel voucher as a gesture of goodwill. This voucher can be used for a future flight with Hawaiian Airlines. Please note that the Travel Voucher information, redemption instructions, and Terms and Conditions will be sent to you in a separate email within 5-7 business days. We recommend adding *************************************************** to your accepted email recipient list to ensure that the email is not misdirected to your spam folder.
  While we regret that we cannot undo the events that have transpired, we sincerely hope that you ************* another opportunity to regain your trust and provide you with an experience that aligns with your expectations and deserves.
  Please accept our sincere apologies once again.
  Malama pono (take care)
  
  Warm aloha, 
  ********************
  Assistant **********************************

  Customer Answer

  Date: 05/25/2023

   
  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:04/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have repeatedly requested that Hawaiian Airlines honor my travel credit due to me. Since Mar 8, 2023, the company has continued to ignore my requests. I had been instructed by their customer agents to request my refund in writing in which they have not responded to my email requests (Mar 9, 2023 and Apr 9, 2023).To contextualize my request:On August 7 2023, HA flight #*** (AUK - ***) was scheduled to leave 11:55P but delayed 6 hours and 35 minutes. Subsequently, I cancelled the flight due to this significant delay because of childcare demands. After two phone conversations with their customer service representatives to find alternative travel options, both instructed me to cancel the flight and submit a letter to request a refund. Of note: no in-person Hawaiian airlines representatives were present at the **************** to assist me during this significant delay.Per their policy for irregular operations (Rule 21), I am requesting a refund to my ticket #************* (Rule 24) paid on July 6, 2022 : $323.57 + the upgrade fee of $135.00, for a total due: $458.57. I am writing to request a refund for E-Ticket #*************, confirmation code: DHPGPP.Thank you for your attention to this matter.

  Business Response

  Date: 05/29/2023

  Message From Consumer Affairs
  5/16/2023 - Case: CN-01897125
  
  *************** - *****************
  Confirmation code: DHPGPP
  
  Aloha Mr. ***,
  Thank you for your patience while awaiting our response. We have received your complaint submitted to the Better Business Bureau (BBB), and we sincerely apologize for the inconvenience you have encountered in trying to obtain a refund. We understand your frustration and are committed to resolving this matter for you.
  After reviewing your case, we can see that you exchanged your original ticket (confirmation code GSNJTG) purchased on November 25, 2020, for ticket ************* on September 9, 2021. On July 6, 2022, you exchanged this ticket for ticket ************* (confirmation code DHPGPP). Finally, on August 6, 2022, you called to cancel the reservation, and our agent advised you that the ticket was valid for rebooking until August 6, 2023. Unfortunately, as the original non-refundable ticket was purchased in November 2020, we are unable to honor your request for a refund. However, as a gesture of goodwill and one-time courtesy, we can offer you a travel voucher in the amount of $459.00 USD. This amount includes the value of the ticket ($323.57 rounded up to $324) and the unused upgraded seat fee of $135.00.
  
  Please note that your Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 1-2 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.
  
  Thank you for the opportunity to assist you. We hope that this resolution exemplifies our dedication to delivering service with malama (care) and po'okela (excellence). Thank you for choosing Hawaiian Airlines. 
  
  Malama pono (take care)
  
  Warm aloha, 
  ********************
  Assistant Manager
  Consumer Affairs Office
  
  

  Customer Answer

  Date: 06/05/2023

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