Complaints

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

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• 

  Hawaiian Airlines, Inc.

  Honolulu, HI 96820

• 

  Hawaiian Airlines, Inc.

  3375 Koapaka St Ste G350 Honolulu, HI 96819-1804

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

• Initial Complaint

  Date:04/28/2023

  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.

  I have had nothing but problems booking a trip with Hawaiian airlines. First they told me incorrectly my dog was set to fly, when it wasnt even possible due to the first flight being through their partner JetBlue. Then they charged me a change fee due to their own incorrect information since I had to get the dog later in the day. When I wanted to change back to my original flight they wanted to charge $600 for some unknown reason. They finally changed it at no charge but then removed one of the passengers completely! I was told a supervisor would call me and never did. I finally got ahold of a supervisor who said she would call me back and never did. I was on the phone for over 4 hours with them trying to do one simple flight change and my itinerary is still missing one passenger

• Initial Complaint

  Date:04/28/2023

  Type:Customer Service 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've been trying to get ***** miles deposited back to my account since november 2022. i made a reservation using miles but cancelled it so miles should have been deposited. made two phone calls to customer "service," had one live chat. all agents said ***** had been deposited but balance in my account didn't show this. then wrote one letter to consumer affairs (1/16/23). got no reply. then wrote one letter (2/20/23) to ***********************, president. got immediate phone call (2/22/23) from *******, "senior director, customer relations." he agreed ***** had not been deposited and said "things shouldn't be this hard" so said as an acknowledgement of the hassle, he would deposit ****** miles in my account. no deposit made so wrote to ******* (3/28/23) to inquire. as of today, 4/28/23, no reply AT ALL.i am disgusted with the total lack of any customer "service." i only want the miles that i should have - not asking for anything extra.

  Customer Answer

  Date: 05/15/2023

  From: ********************************** <**********************************>
  Sent: Sunday, May 14, 2023 4:08:06 PM
  To: Info <**********************************>
  Subject: Message from BBB.org

  RE: COMPLAINT ID ******** (4/28/23) FYI i received a satisfactory response from hawaiian airlines on 5/13/23 so the matter has been resolved. although the company's response did not mention my communication w/BBB, i am sure that the complaint i filed w/BBB was the main reason the business FINALLY responded appropriately to me. thank you for your assistance.

  Sent from *********************** (*********************)

• Initial Complaint

  Date:04/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I unsubscribed to their emails multiple times but they keep sending them

  Business Response

  Date: 05/01/2023

  Aloha ***********************************,
  
  We've received your message from the BBB. As requested, we've unsubscribed you from all emails associated with the address ******************. Please allow up to ten business days for this to process.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:04/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I purchased flights to the big island of ****** through Hawaiian airlines in May of 2022. Confirmation: YRRYJT. We decided to cancel because one of our family members fell ill. I called customer service to cancel in November of 2022 and get a flight credit because we still intended to visit ****** and fly on HA. Today I called because we have finally found a time that works for ** to go and have booked a hotel already on Oahu for November 2023. I was on the phone for an hour with this representative ***, and he eventually tells me that I cannot book the flight because I have to TRAVEL by May. On the website it states that I have a year to book a new flight from the date of travel voucher issue. I also asked for a cancellation email and never received one. Thankfully I asked for my ticket number because if they didnt give it to me I wouldnt have been able to book a new flight. I am still waiting on hold to speak with someone who can book my flight for **. Its been two hours and 30 minutes since I have spoken with someone. I was never told I needed to travel by May as that makes no sense. If it was a year from the booking date and say I had booked a year from the booking date and cancelled a month before, that would leave me a month to fly to ******? That makes absolutely no sense. I would like help rebooking my flight using my $1628 flight credit because I fully intend on flying on HA and also intend to pay the difference of price in the flight. Please help. We cannot travel to ****** in a month!!

  Business Response

  Date: 05/01/2023

  Message From Consumer Affairs
  5/1/2023 - Case: CN-01905984
  
  ******************************* - *************
  
  Confirmation Code: YRRYJT
  Ticket #************* (********)
  Ticket #************* (*******)
  Ticket #************* (*******)
  
  Aloha ******************,
  
  We received the complaint that you filed with the ****** Better Business Bureau and are sorry that you needed to submit your concern with their office in order to hear back from **.  We truly appreciate your patience while awaiting our reply.
   
  We looked at the record of your reservation and confirmed that you rebooked travel on 04/26/2023 for you and your family under new confirmation code 6YPLR6.  Were glad to see that you were able to work with our Reservations team to get the exchanges of your tickets under confirmation code YRRYJT completed.  Therefore, it appears your request has been addressed and your case can be closed.  However, please let ** know if you still require assistance with this booking by replying to this email.
   
  We sincerely thank you for choosing to travel with Hawaiian Airlines.  We also look forward to serving you and your family when you travel to the islands in November.
  
  Mahalo ***, ****
  
  *********************
  Resolution Coordinator
  Consumer Affairs

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19988074
  
  I am rejecting this response because:

  Hello, this case cannot be closed yet because I still have not gotten a refund for my seats from my previous flight. I would like that refund as well as travel credit to use on new extra comfort seats due to the amount of time its taken to resolve this issue. *** spent a total of 6 hours on the phone with HA as well as been told different conflicting information/policies by the customer service associates. The confusion and effort it has taken to resolve this issue should be compensated in that way. Thank you so much.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/06/2023

  Message From Consumer Affairs
  6/6/2023 - Case: CN-01905984
  
  ******************************* - *************
  Confirmation Code: YRRYJT
  
  Aloha ******************,
  
  We received the follow-up response that you sent to the ****** Better Business Bureau.  We appreciate your patience while we worked on our reply.
  
  We apologize for the problems that were caused and time you've had to spend with getting this matter resolved.  Accordingly, as a courtesy based on your request, we have asked our ****************** to reimburse $344.00 to the credit card ending in 4015.  This amount reflects the fees that were charged for Extra Comfort seats for your family's round trip from *********.
  
  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.
  
  In addition, as a courtesy in recognition of the inconvenience this matter has caused you, we are issuing you, ******************, and ******************, each a $150.00 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.
  
  Again, thank you for choosing to travel with Hawaiian Airlines.  We look forward to serving you and your family on your next flight.
  
  ****************
  
  *********************
  Resolution Coordinator
  Consumer Affairs
  Hawaiian Airlines

• Initial Complaint

  Date:04/25/2023

  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.

  An Hawaiian Airlines representative provided misinformation which led to the cancellation of my flight. Then, without my permission, the representative rebooked, and the seats and original pricing were all changed. The manager, *****, acknowledges the error of the previous representative, but advised me to submit a complaint to receive compensation.

  Business Response

  Date: 05/01/2023

  Message From Consumer Affairs
  5/1/2023 - Case: CN-01905980
  
  ************************* - *******************************
  *************************/******/******/******/******* /******
  
  ********************,
  
  Mahalo for your patience as you were awaiting our response.  Our office acknowledges the complaint that you filed with the Better Business Bureau (BBB) regarding your tickets under confirmation code TFBHK4.
  
  Please know that your experience is important to **, and we would like to take some additional time to look into this matter. I assure you that I'll get back to you once I receive the information I need to respond to your concerns. 
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19981967
  
  I am rejecting this response because:

   

  Hello,

   

  This case should remain open as the business has failed to respond with a resolution. Thank you.

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

  Business Response

  Date: 05/21/2023

  From: Hawaiian Airlines: *********************** (*************************************************************************
  To: ******************
  Subject: Re: Hawaiian Airlines, *********************** - CN-01905980
  Date: 5/16/2023 3:49 PM
  Body:
  ********************,
  
  My apologies for the late response.  I see that a Preferred Seat was purchased for ****************************** has been reassigned to seat 25H for both flights.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
  From:******************
  Sent:5/11/2023 12:42 PM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, *********************** - CN-01905980
  
  
  Hello *******,
  
  Thank you for this reply, and for the offer. Note, our current reservation (TFBHK4) still needs attention. When the representative canceled, then rebooked our flight, we lost the extra legroom seats that were paid for and are still needed.
  
  Please advise.
  
  Thank you,
  *************************
  
  
  
   
  On Thu, May 11, 2023 at 2:13?PM Hawaiian Airlines: *********************** <************************************************************************> wrote:
  ********************,
  
  Mahalo for your continued patience.  I'm sorry to learn about your unpleasant experience with Hawaiian Airlines. As a guest, theres never an acceptable excuse when you receive poor service.  At any given time, we expect our employees to treat our guests with courtesy and aloha, so I'm sorry that this wasn't the experience that you had.  We take experiences such as yours very seriously, and we will use your feedback to help ** 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 $100 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 appreciate the time that you've taken to contact us.  We realize that you have choices when you travel with **, and we thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
   
  From:************************************************************************
  Sent:5/1/2023 3:32 PM
  To:*******************************
  Subject:Hawaiian Airlines, *********************** - CN-01905980
   Message From Consumer Affairs
  5/1/2023 - Case: CN-01905980
  
  ************************* - *******************************
  *************************/******/******/******/******* /******
  
  ********************,
  
  Mahalo for your patience as you were awaiting our response.  Our office acknowledges the complaint that you filed with the Better Business Bureau (BBB) regarding your tickets under confirmation code TFBHK4.
  
  Please know that your experience is important to us, and we would like to take some additional time to look into this matter. I assure you that I'll get back to you once I receive the information I need to respond to your concerns. 
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 05/21/2023

   
  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:04/24/2023

  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.

  We got to airport *************************************************** in ****** and our flight was delayed 3x since sitting at the gate. First off, agents werent at check in till around 11:10 and we suppose to check in 3 hours BEFORE flight at 1:45am. When we got to agent at check in, ALL Hawaiian Airlines agents were trying to figure out the system and help each other. They seemed so clueless of the new system and it took a long while for all being serviced to have our bags checked in. We get to the gate and was told our flight is delayed 1 hour 10 minutes and again, all agents werent at the gate desk until almost our flight time. We then were told theres engine problems and our flight is delayed 1 hour. Then it became 30 minutes. Then they said to come back 1pm to same gate for 3pm flight. They announced they dont have enough vouchers for everyone so we took an Uber to someones house because hotels had check in time of 11am and have to pay more for 9am check in but it was almost 3:30am. The gate desk was flooded with people to get vouchers which werent guaranteed. Its now 10:08am and Im still not able to get an update on flight status on their website due to system upgrade. As of right now Im not sure if its firm our flight is 3pm and I have to wait to get to check in to see if theres progress. We were suppose to be in ******** 5AM and we ended up in ******** 8PM.

  Business Response

  Date: 04/25/2023

  Message From Consumer Affairs
  4/24/2023 - Case: CN-01904371
  
  *********************** - *********************
  
  Furuya/***/*****
  
  Aloha Ms.  ******,
  
  Thank you for taking the time to contact us regarding your recent travel experience. We appreciate your patience while awaiting our response. This is to acknowledge that we have received your submitted complant to the Better Busines Bureau.  I'm sorry to learn that your Hawaiian Airlines Flight 17 from ********* to ******** on April 23, 2023 was delayed due to maintenance. As a customer, you are our valued guest. I understand that you were inconvenienced by our delay, and we take that very seriously.
  
  When such delays arise, we have guidelines in place that determine how we compensate our guests. We take into account how long the delay lasted and when the delay occurred. Our guidelines allow us to provide consistent treatment for all of our guests.
  
  I have reviewed your case and see that hotel accommodations were provided to out-of-town guests, and meal vouchers were distributed upon check-in. 
  
  As a courtesy, for the inconvenience that you experienced, we are issuing you a $300 Travel Voucher per person, good for future travel on Hawaiian Airlines. Please note that the Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add "*************************************************" to your accepted email recipient list so the email is not misdirected to your spam folder.
  
  We received your reimbursement request for your ground transportation expenses. Our records show that you purchased trip insurance with Allianz Global Assistance. I've forwarded your request to them for assistance with your claim. An agent should be contacting you soon. If you would like to follow up on the status of your claim, please contact Allianz Global Assistance toll-free at **************.
  
  We appreciate and thank you for taking the time to let us know about your experience. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Business Response

  Date: 04/25/2023

  Message From Consumer Affairs
  4/24/2023 - Case: CN-01904371
  
  *********************** - *********************
  
  Furuya/***/*****
  
  Aloha Ms.  ******,
  
  Thank you for taking the time to contact us regarding your recent travel experience. We appreciate your patience while awaiting our response. This is to acknowledge that we have received your submitted complant to the Better Busines Bureau.  I'm sorry to learn that your Hawaiian Airlines Flight 17 from ********* to ******** on April 23, 2023 was delayed due to maintenance. As a customer, you are our valued guest. I understand that you were inconvenienced by our delay, and we take that very seriously.
  
  When such delays arise, we have guidelines in place that determine how we compensate our guests. We take into account how long the delay lasted and when the delay occurred. Our guidelines allow us to provide consistent treatment for all of our guests.
  
  I have reviewed your case and see that hotel accommodations were provided to out-of-town guests, and meal vouchers were distributed upon check-in. 
  
  As a courtesy, for the inconvenience that you experienced, we are issuing you a $300 Travel Voucher per person, good for future travel on Hawaiian Airlines. Please note that the Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add "*************************************************" to your accepted email recipient list so the email is not misdirected to your spam folder.
  
  We received your reimbursement request for your ground transportation expenses. Our records show that you purchased trip insurance with Allianz Global Assistance. I've forwarded your request to them for assistance with your claim. An agent should be contacting you soon. If you would like to follow up on the status of your claim, please contact Allianz Global Assistance toll-free at **************.
  
  We appreciate and thank you for taking the time to let us know about your experience. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19976235
  
  I am rejecting this response because:

  You do not have the right to put this problem you have caused onto the insurance travel I purchased.  Thats a separate company that has NOTHING to do with Hawaiian Airlines!  How dare you!  It is your responsibility to take care of this for your passengers!  Ive attached the food vouchers we COULD NOT USE BECAUSE AFTER OVER 2 HOUR WAIT IN YOUR CHECK IN LINE THERE WAS A DELAY AT TSA AND WHEN WE GOT TO THE **** THEY WERE ALL BOARDING SO WE WENT ON THE ***** VERY HUNGRY!  I cannot believe this happened and how you are handling this due to upgrading system causing errors!  The Hawaiian Airlines workers at check in was helping each other with everyones check in and thats proof that they had no clue how to work the so called upgrade of the system.  It was already a red flag to be standing in check in line the first time for the 1:45AM flight!  NO one showed up to work check in less than 2 hours prior to boarding!  You guys knew that we would not be able to fly that flight!  And to announce that vouchers are not available for everyone to a hotel????  Everything was just *********** for ALL passengers on this flight!

   

   

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

• Initial Complaint

  Date:04/24/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I had a trip to ****** but my brother and mom got sick, my brother had Covid 2 days before the trip and I called the airline and the rep over the phone said as long as its Covid it didnt matter if we had the protection. I then called back and they canceled, well shortly after I called again because I didnt see the money back and they said oh were not giving it back. They then had me fill out some form that they never replied to.

  Business Response

  Date: 04/25/2023

  Message From Consumer Affairs
  4/25/2023 - Case: CN-01904599
  
  ****************************************************************
  
  *******/****/*****/******
  *******/*****
  
  Aloha Ms.  *******,
  
  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 hear that you were unable to travel as planned, due to COVID-19.
  
  On December 1, 2022, our records show that Main Cabin Basic fares (RVXKTW) were purchased from a travel agency, ******, for your scheduled round trip travel on February 2 - 6, 2023, from ************ to ********.
  
  Please be advised that Main Cabin Basic fares are nonrefundable, cannot be changed, and seats are not available at the time of booking. For more information and details, please click on Main Cabin Basic.
  
  Although your tickets are nonrefundable and no longer valid for travel, as a one-time courtesy exception, we are issuing you a $195 Travel Voucher per person, for the full value of your unused tickets, good for future travel on Hawaiian Airlines. Please note that the Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add ************************************************** to your accepted email recipient list so the email is not misdirected to your spam folder.
  
  We appreciate and thank you for choosing Hawaiian Airlines. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  Tell us why here...

• Initial Complaint

  Date:04/21/2023

  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 was on the phone with a Hawaiian agent to book my flight with points was told it would be ****** points round-trip flight. He disconnected the call and when I called back the supervisor charge me ****** per person. Total time on phone was just over 2 1/2 hours. Even though when you get your card they tell you you can fly a round-trip for ****** points round trip per person. I am tired of being lied to by this company and treated horrible. Called and of course you can never speak with a person sent email and no response. I am hoping this will now get resolved.

  Business Response

  Date: 05/10/2023

  Message From Consumer Affairs
  5/10/2023 - Case: CN-01903720
  
  *********************** - *****************
  
  Aloha Ms.  ******,
  
  Thank you for your patience while awaiting our response. This is to acknowledge that Mr. *********************** received your email dated April 21, 2023, and has asked our office to respond on his behalf. Our Senior Director of Customer Contacts, *****************************, has corresponded to your concerns. 
  
  We have also received your submitted complaint to the Better Business Bureau. Were sorry that you did not have a good experience calling our ************************ and understand youre disappointed with our fares. Our business is one of supply and demand, so as a flight fills up, the fares may increase. If youre flexible about when you travel, you can sometimes find a lower fare. 
  
  Please know that were always concerned when guests are on hold for a long time or we take too long to process a request. We have shared your feedback with our *********************** team who is constantly trying to improve our processes to ensure that we can handle calls as efficiently as possible, with courtesy and aloha.
  
  As a courtesy, ************** has authorized a redeposit of ****** HawaiianMiles to your account, to replace the higher mileage being deducted for your upcoming scheduled travel in June 2023.
  
  An authorization of a baggage waiver for (1) normal sized checked baggage per person, in addition to complimentary Extra Comfort seats (16AB) for your upcoming scheduled round trip travel from ******* to *****.
  
  As a gesture of goodwill, we have issued you ****** HawaiianMiles to your account. Please allow up to 14 business days for the miles to reflect on your account.
  
  We appreciate and thank you for your patience in this matter. We look forward to welcoming you on board soon. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  Tell ** why here...

• Initial Complaint

  Date:04/20/2023

  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 was attempting to cancel two flights: confirmation code HWLQJI (4/22/23) and UQTQCU (4/24/23)4/18/23: I logged into Hawaiian Airlines and the two flights I purchase were not listed in my profile (i.e., my trips). I then proceeded to download the Hawaiian Airlines app, and I couldn't find it in there either. I then did a search of my confirmation codes, and once again, there's no record of flights I purchased and for which I had email confirmations.4/19/23: I called to no avail. I then asked for help via Hawaiian Airlines website chat. I explained the situation and after 1 hour received no response. 4/20/23: I reached out again via Hawaiian Airlines website chat, and restarted the entire process for requesting for help. Still, at this point, I cannot access any records for the flights I purchased. The agent (*******) informs me that the confirmation codes were changed and they have records of my flights. But again, I cannot view these records via the website under my profile or the app. Further, I never received the notice that the confirmation codes were changed. I proceed to request that these two flights be cancelled and I'd like credit for the purchase such that I can purchase new tickets. 4/20/23: A new agent (*****) begins to respond to my request. I inform her also that I'd like these two flights cancelled for credit so I may purchase new tickets. I'm still awaiting assistance By way of summary, I purchased two tickets from Hawaiian Airlines and received confirmation emails. When logging into their website and app, there is no record of these tickets. Their customer service has informed me that the confirmation codes of these tickets were changed, yet I never received notice of the change. Further, I am asking that these tickets be cancelled with credit so I may purchase new tickets. This has taken days with no solution. At this point, I'm no longer interested in credits. I want my purchases refunded entirely.

  Business Response

  Date: 04/25/2023

  From:************************************************************************
  Sent:4/24/2023 11:12 AM
  To:***********************************************
  Subject:Hawaiian Airlines, ************************* CN-01903600
    Message From Consumer Affairs
  4/24/2023 - Case: CN-01903600
  
  ********************* ************************************
  UQTQCU - 1732194414006  - $121.20 
  HWLQJI - 1732194413911  - $53.40
  
  Aloha Mr. *******,
  
  Thank you for contacting the Hawaiian Airlines ************************  We are sorry to learn about your unpleasant experience with Hawaiian Airlines.
  
  On 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 guests with their travel needs. By providing our team with an improved user experience to simplify and automate complex tasks, we will give them more time to share aloha with our guests.
  
  Regrettably, your experience is not what we'd want to deliver and not what we strive to provide to our guests. Wed like to assure you that we will make every effort to provide you with better service in the future. We apologize for any inconveniences you and your ohana experienced with us, but we sincerely appreciate your patience and understanding during this transition period.
  
  As a courtesy, we are refunding the above tickets back to the credit card ending with 1126. Please allow our ***************** some time to process the request. The refund should appear on your next statement or the one thereafter.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

• Initial Complaint

  Date:04/20/2023

  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.

  My husband and I purchased Hawaiian airline tickets in 2020, then Covid hit and we were given a credit to rebook by May of 2022. We rebooked for Feb 2023, 2 first class tickets for $1462 each, reservation code MHDLAX. In Jan of 2023 my husband had surgery, there we complications so I called to find out what we could do about our tickets. The agent said we would have a credit but would have to rebook by May and to use my ticket number *************. I called a couple of weeks ago to rebook, the agent said that the money was no longer available that I had disputed the charges on my credit card which wasnt true and there was nothing that could be done. Then I did a chat with an agent and they told me that the money was forfeited. Had the original agent told me this I would have rebooked paying the change fee. So I had to pay out more money for tickets in Sept and I am out almost $3000. I filed a complaint with Hawaiian but have not heard one word from them

  Business Response

  Date: 04/24/2023

  Message From Consumer Affairs
  4/24/2023 - Case: CN-01903552
  
  *********************** - ****************
  
  Confirmation Code: DZGNRW (issued 02/14/2020)
  HA 19 ***-*** on 06/15/2020
  HA 20 ***-*** on 06/19/2020
  Ticket #************* (********)
  Ticket #************* (******)
  
  Exchanged on 05/12/2020 for:
  HA 19 ***-*** on 09/01/2020
  HA 20 ***-*** on 09/06/2020
  Ticket #************* (********)
  Ticket #************* (******)
  
  Exchanged on 05/14/2022 for:
  Confirmation Code: MHDLAX
  HA 19 ***-*** on 02/05/2023
  HA 20 ***-*** on 02/10/2023
  Ticket #************* (********) - Expired
  Ticket #************* (******) - Expired
  
  Aloha **********,
  
  We received the complaint that you submitted to the ****** Better Business Bureau (BBB).  We're sorry that you needed to file your request with their office in order to hear back from us.  We note that to date we have no record of receiving any correspondence from you other than your message from the BBB.
  
  We reviewed the tickets listed above to help in preparing our response to you.  Unfortunately, we are unable to extend the validity or issue a refund of the tickets because they expired on 12/31/2022.  Generally, tickets expire one year from the date they are issued and exchanging a ticket does not amend its original issue date.  Your tickets were issued on 02/14/2020.  The expiration date actually ended up being 12/31/2022 rather than 02/14/2021 because Hawaiian Airlines had extended the expiration dates for hundreds of unused tickets that were purchased during late 2019 through ********************* recognition of the impact the pandemic had on everyone's travel plans.
  
  That being said, while the tickets were purchased as fares that were nonrefundable, as a one-time only courtesy in recognition of the circumstances of your case, our only available recourse at this stage is to issue you and ********** each a Travel Voucher in the amount of $1,462.00, which will be good towards a future ticket purchase with Hawaiian Airlines.  This amount reflects the value of the fare paid for each ticket.
   
  Please note that information about the vouchers, including instructions for redemption, and the applicable Terms and Conditions, will be arriving in a few 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.  The vouchers will be forfeited if not redeemed by the expiration date and no further accommodation will be provided.
   
  We appreciate having the opportunity to respond to your request.  We also sincerely thank you for choosing to travel with Hawaiian Airlines and look forward to serving you and ********** on your next flight.
  
  Mahalo nui, ****
  
  *********************
  Resolution Coordinator
  Consumer Affairs

  Customer Answer

  Date: 04/25/2023

   
  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,
  
  ***********************