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:04/19/2023

  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 9/26/22 I paid Hawaiian Airlines $1939.77 for a ********-****** ticket for my wife, ****. On 11/8/22 I cancelled that ticket for credit, which the agent told me would expire on 9/26/23 if not rebooked by then. There was also an upgrade credit of $285.When I contacted Hawaiian on 4/16/23 to rebook, they informed me that Edies ticket had expired on 12/21/22.I also purchased and cancelled a ticket for myself for the same flights at the same times as Edies tickets. Hawaiian told me that my ticket was still valid as of 4/16/23. The only difference was that Edies ticket was technically a reissue of an earlier ticket for which I had paid $189. What I understood to be using a $189 credit, Hawaiian has now used as a pretext for keeping over two thousand dollars and providing no service for it.Hawaiians stated policy is that I could only escalate via email through their website. Two fully documented attempts to do that received **** replies that the ticket was expired. No explanation from them why it was OK to do that without informing me, only 8 weeks after their agent gave me completely different information. Those messages are attached.

  Business Response

  Date: 05/16/2023

  Message From Consumer Affairs
  5/16/2023 - Case: CN-01903293
  
  *********************** - ***********************
  RE: Confirmation Code XXQMZH
  
  
  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 during the cancellation and rebooking of your tickets. We understand your frustration and are committed to resolving this matter for you.
  Upon reviewing your case, we acknowledge that ****'s ticket expired on December 31, 2022. We recognize that there was confusion and miscommunication surrounding this issue, and we apologize for any inconvenience caused.
  In the spirit of aloha and as a gesture of goodwill, we will be issuing **** a travel voucher valued at $2,267.00 USD. This voucher can be used for future travel on Hawaiian Airlines. The travel voucher amount includes the value of the expired ticket ($1,981.77, rounded up to $1,982.00), as well as the unused upgraded seat fee of $285.00.
  
  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,
  
  We appreciate and thank you for the opportunity to assist you, and we hope that this resolution demonstrates our commitment to providing service with malama (care) and po'okela (excellence). Thank you for choosing Hawaiian Airlines. We look forward to serving you better in the future.
  
  *********** (take care)
  
  Warm aloha, 
  ********************
  Assistant **********************************

  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 marginally satisfactory to me. I certainly appreciate the effective intervention on the part of Better Business Bureau, as it seems clear that Hawaiian Airlines would have continued to ignore my concerns otherwise.

  After an interval of nearly a month, Hawaiian did provide a voucher that had the effect of honoring the airfare credit that they had been declining to honor up to that point. When I called Hawaiian customer service to redeem the voucher and my companion airfare credit, they informed me for the first time of a similar problem with my companion credit. They again stonewalled me, saying that a supervisor was not available, then that a supervisor would call me back in up to 72 hours, which they did not. I was eventually able to reach a supervisor who has promised a refund credit. He was more helpful that any of the others I spoke with, but it still took over an hour on the phone with him. 

  In summary, I bought a pair of an expensive tickets and then reasonably needed to delay the trip by 12 months. Hawaiian made it extremely difficult to do it, denying at every turn that they had done anything wrong, when in fact they did not inform me of the very short deadlines baked into their "policies" for rebooking and traveling. They only made concessions after I was extremely persistent and after the essential involvement of BBB. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/18/2023

  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.

  PURCHASED ROUND TRIP TICKETS ON HAWAIIAN AIRLINES TO ***** FOR MY FAMILY (3). HAD A CONFIRMED RESERVATION ON 3/15/23. ATTACHED CONFIRMATION. RECEIVED A CALL FROM HAWAIIAN AIRLINES YESTER*** (4/17/23) THAT MY SEATS THAT I SELECTED, PAID FOR, AND HAVE A CONFIRMATION FOR HAVE BEEN CHANGED. SAME DATE. SAME FLIGHT #. SAME PLANE (AIRBUS A330). NOT GIVEN A REASONABLE REASON WHY I WAS MOVED TO SEATS THAT I DIDN'T WANT OR PAY FOR. HAWAIIAN AIRLINES SAID MY FLIGHT WAS CANCELLED, BUT ALL FLIGHT INFORMATION IS IDENTICAL EXCEPT FOR MY SEATS THAT I PAID FOR WAS TAKEN AWAY. THE SEATS OFFERED TO ME ARE INFERIOR TO WHAT I PURCHASED.WHAT GOOD IS A RESERVATION IF YOU CAN SELL THE SEAT OUT FROM UNDER YOU. AGAIN, SAME DATE, SAME FLIGHT NUMBER, SAME PLANE, BUT I'M MOVED TO ANOTHER SEAT THAT I DIDN'T CHOOSE. THE CUSTOMER SERVICE PERSON AND SUPERVISOR SAID THAT THERE IS NOTHING THAT THEY CAN DO FOR ME OTHER THAN ***********. BUT WITH THE DEPARTURE DATE BEING SO CLOSE, THERE IS NOTHING COMPARABLE OR ACCEPTABLE. THE SUPERVISOR TOLD ME TO SEE THE FLIGHT AGENT ON THE *** OF THE FLIGHT AND ASK THEM TO CHANGE MY SEATS BACK TO MY ORIGINAL CONFIRMATION. THAT'S A POOR RESPONCE, THE SUPERVISOR IS JUST "KICKING THE CAN DOWN THE ***** TO GET RID OF ME. WHY IS THE PERSON WHO TOOK MY SEATS NOW GOING TO GIVE THEM BACK TO ME. AND BY THE WAY, SEATS 11a, 11b, & 12c ON BOTH FLIGHTS. THEY'RE THE MOST EXPENSIVE EXTRA COMFORT SEATS OTHER THAN FIRST CLASS, SO WHY WOULD SOMEBODY GIVE THEM BACK TO ME. THEY BASICALLY SOLD MY RESERVATION TO SOMEONE ELSE FOR PROBABLY MORE MONEY. I THINK THAT I'M BEING DISCRIMINATED AGAINST AND THEY SHOULD BE INVESTIGATED. I'M ATTACHING MY RESERVATION CONFIRMATION. THEY NEED TO HONOR MY PAID FOR RESERVATION AND KICK THOSE OTHER PEOPLE OUT WHO GOT THEM. ALL I KNOW IS THAT THEY BETTER NOT BE EMPLOYEES OR VIP'S THAT GOT AN ILLEGAL BENEFIT. I'M ATTACHING MY RESERVATION CONFIRMATION THAT I RECEIVED ON MARCH 15, 2023. MY FLIGHT IS SCHEDULED FOR *** 13TH (LESS THAN 30 ***S). *********************

  Business Response

  Date: 04/29/2023

  Message From Consumer Affairs
  4/21/2023 - Case: CN-01903508
  
  ********************* - ********************
  RE: Naito/*****/****/Race
  
  Aloha **************,
  
  Your message was forwarded from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your seat assignment change on your flight. We understand that you reserved your seat assignments before departure and expected to have those seats.
  
  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. To reassign your seats, we've forwarded your message to our *********************** for their handling. An agent will be contacting you to further assist. 
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19953286
  
  I am rejecting this response because: Having me select new seats on a flight almost at capacity isn't acceptable. I should be compensated monetarily for accepting my reassigned seats. Have the other party select new seats and give me back my CONFIRMED AND PAID FOR SEATS. NOT ONLY WAS MY CONFIRMED SEATS TAKEN FROM ME ON ONE FLIGHT, BUT BOTH MY FLIGHTS WHEN THE FLIGHT NUMBER, FLIGHT TIME, AND PLANE SIZE ARE IDENTICAL. "BUMP" THE OTHER PEOPLE. I HAD CONFIRMATION FIRST. I HAVE TO TAKE MY TRIP BECAUSE OTHER EXPENSES WERE ALREADY PAID FOR, BUT THIS DOESN'T MEAN I'M ACCEPTING THIS AS A SETTLEMENT.

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

  Business Response

  Date: 05/16/2023

  Aloha,
  
  Yes, that is correct.
  
  Regards,
  *****************************; 
  
  From:********************
  Sent:4/21/2023 12:31 PM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, ************************* CN-01903508
  
  CAUTION: External Sender
  Report suspicious messages to ********************************
  ? ?
  
  Thank You for your quick reply. But to clarify, refund my costs of the upgrades? So Hawaiian Airlines will refund me $935.44,  the cost I paid for my extra comfort seats? This is provided that I accept the re-assigned seats on the same travel dates?
  
  Please clarify the amount of the refund. ******************
  
  
  
  On Friday, April 21, 2023 at 12:09:01 PM HST, Hawaiian Airlines: *********************** <************************************************************************> wrote:
  
  
  Aloha,
  
  We've received a notification from our *********************** regarding your seat assignments. In this situation, they have confirmed that the seats were dropped due to our system outage. While we're unable to reassign the seats to your original assignments, as a goodwill gesture, we'll be refunding the cost of the upgrades once travel has been completed on May 26. If you have any other questions, please contact our *********************** at **************.
  
  Thank you for choosing Hawaiian Airlines and we look forward to serving you in your upcoming travels.
  
  Sincerely,
  ***********************************
  
  From:************************************************************************
  Sent:4/21/2023 8:05 AM
  To:********************
  Subject:Hawaiian Airlines, ************************* CN-01903508
   Message From Consumer Affairs
  4/21/2023 - Case: CN-01903508
  
  ********************* - ********************
  RE: *****/*****/****/Race
  
  Aloha **************,
  
  Your message was forwarded from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your seat assignment change on your flight. We understand that you reserved your seat assignments before departure and expected to have those seats.
  
  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. To reassign your seats, we've forwarded your message to our *********************** for their handling. An agent will be contacting you to further assist. 
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  

• Initial Complaint

  Date:04/18/2023

  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.

  Hawaiian Airlines is not issuing me a refund for a flight they cancelled on 2/23/2023. I purchased tickets for my family to travel to Maui (confirmation code REKANO) and the flight ended up being cancelled due to mechanical issues. When I called to rebook the flight that same day, they said they could not do that. I let them know we needed to leave that day, and they were not able to help me. They also informed me that my entire reservation had been cancelled. I had to rebook day of, on a different airline to get to Maui, then rebooked the same flight home to ******* I originally had on my reservation through Expedia. When I tried to get refunded my miles and money, it has been impossible. I tried through their text an agent forum, but they just told me to fill out a form online. I filled out a form three *********************** to be contacted and never heard from them. I finally called, and the agent informed me that they cannot refund my money and miles. I am requesting a refund as I paid for a service that Hawaiian Airlines did not provide to me. I need to be refunded the miles I used to book the trip, as well as the money I paid for upgrades and additional miles I needed to purchase for the trip.

  Business Response

  Date: 04/20/2023

  Message From Consumer Affairs
  4/20/2023 - Case: CN-01897879
  
  *************************** - *************************
  
  ******/*******/*****/*****/*****
  
  Aloha Ms.  ******,
  
  Thank you for taking the time to contact us regarding your recent travel experience. We appreciate your patience while awaiting our response. I'm sorry to learn that your Hawaiian Airlines Flight 29 from ******* to ******* on February 23, 2023 was canceled due to maintenance. As a customer, you are our valued guest. I understand that you were inconvenienced by our canceled flight, and we take that very seriously.
  
  When such cancellations arise, we have guidelines in place that determine how we compensate our guests. Our guidelines allow us to provide consistent treatment for all of our guests.
  
  I have reviewed your case and understand that you were unable to continue travel with us to *******, however, your return scheduled travel was completed on Flight 30 from ******* to ******* on March 2, 2023.
  
  Although your partially used award tickets are nonrefundable, as requested, we're issuing a refund for the taxes and fees on your unused segment from ******* to *******, to the credit card ending in 5487. 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.
  
  As a courtesy, as requested, we will redeposit the HawaiianMiles (******) used to pay for your unused award segments from ******* to *******, to your HawaiianMiles account #*********, waiving the normal redeposit fees. Please allow up to 14 business days for these miles to be posted to your account balance.
  
  On February 23, 2023, our records show that new Main Cabin Basic fares (HDEQIZ) were purchased from Expedia Travel, for your scheduled travel on March 2, 2023, from ******* to *******.
  
  Please be advised that Main Cabin Basic fares are nonrefundable, cannot be changed and seat assignments are not available at the time of booking.
  
  Although your unused tickets are no longer valid for travel, as a one-time courtesy exception, we are issuing you a $228.50 Travel Voucher per person, for the full value of your Main Cabin Basic fares, 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 taking the time to let us know about your experience. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  Tell us why here...

  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. However, I do want to express how disappointing it was that Hawaiian Airlines could not resolve my issue without spending an incredible amount of time on the phone, and reaching out via online forms with zero response. I have never made a complaint to the Better Business Bureau, but I was so appalled by their lack of care regarding making things right. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/18/2023

  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.

  I have had multiple issues with Hawaiian the last 4 months, all with very poor customer service and **************** I did a farehold in early/mid January for two RT flights. The system double charged me, $9.99 four times. When I tried to get a refund, I was told no- fareholds are not refundable (despite the electronic error). I was then told I had to submit a written request, which took more than a month to hear back on. The farehold number was KDEOSU. It expired Jan 20. On Jan 20 I booked this flight, $657 RT for two. I never got a confirmation or reciept. I did go into the app to see the itinerary to make sure it was booked. Weeks later I saw a charge for over $1000 on my credit card. I called Hawaiian and was told that was the price. I told them it was not. They said that I booked flights at different prices, not the farehold. It didn't matter how many times I told them no, I used the farehold (which I have done MANY times before, I'm not a tech dummy), they argued. Why would I book an entirely new flight and pay $400 more if I already paid $20 (twice) for a farehold? Again, I submitted a written request. Weeks later, I was met with a response saying sorry, fares aren't refundable... and that's it. I asked to cancel the tickets and be refunded. I have $600 credit with ****** and can easily have used it. Still no response and it's been weeks. Our trip is in a month. I now got an email saying our return flight was changed. So we land at 11:30pm. We live 90 min from airport and I have to work the day after. There was no options in the email for canceling the flight. I just texted with customer service and asked to cancel/refund the return trip so I can book a new flight that lands earlier. I was told no, your flights are not refundable. Per DOT law, I believe airlines have to offer a refund if they change the itinerary. I asked to speak to someone else, was told no, I need to submit request (which again, will take weeks). Horrible experience.

  Business Response

  Date: 04/21/2023

  Message From Consumer Affairs
  4/20/2023 - Case: CN-01902603
  
  ************************* - ********************
  
  ******/******
  ********/*****
  
  Aloha Ms.  ******,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted inquiry to the Better Business Bureau regarding your upcoming scheduled travel. I'm sorry to hear that you are disappointed with the service you received.
  
  To address your concerns, our records show that (2) Fare Holds were purchased for your upcoming scheduled travel on May 17 - 25, 2023, from ******** to ******* to *****, and ***** to ******** to ********. Both fares reflect $328.60 USD per person. Fare-Hold allows you to place a reservation & seat assignment on hold. Reservations that are FARE-HOLD must be ticketed by the indicated date and time, to guarantee the fare quoted.
  
  On January 13, 2023, the Fare Hold (BZVTOX) was purchased for Flight 39 from ******** to *******, connecting on Flight 549 from ******* to *****, Flight 194 from ***** to ********, connecting on Flight 26 from ******** to ********.
  
  On January 14, 2023, another Fare Hold (KDEOSU) was purchased for Flight 39 from ******** to *******, connecting on Flight 549 from ******* to *****, Flight 184 from ***** to ********, and Flight 26 from ******** to ********. 
  
  On January 20, 2023, our records show that Main Cabin Basic fares (LHZIJD) were purchased for your upcoming scheduled travel on May 17 - 25, 2023, from ******** to ******* to *****, and ***** to ******** to ********. Your tickets were purchased for $533.34 USD per person. Please be advised that Main Cabin Basic fares are nonrefundable, cannot be changed and seats are not available at the time of booking.
  I see that a dispute was filed for this ticket and Hawaiian Airlines has not received payment. Based on the status of the dispute, your ticket status reflects "NOGO". We recommend that you contact your bank directly to proceed with the dispute as your bank has proper guidelines to complete this process. 
  
  Although Fare Holds are nonrefundable, as a courtesy, we're issuing a refund of $9.99 USD per person (BZVTOX), to the credit card ending in 4045. 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.
  Thank you for allowing me the opportunity to respond to your concern. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  Tell us why here...

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19949940
  
  I am rejecting this response because:
  The airline simply repeated back to me what fate holds and flight I booked. My issues is that the flight the system booked was completely different from the fare hold link I used to book the flights. I ended up being charged $400 more and never got a receipt or confirmation. How the link in my email did this, I do not know. Thats what they should be working on figuring out. Further more, they ignored the part about the return flight schedule changing and it being DOT that airlines must offer a refund of a schedule changes. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3-25-2023 My Wife and I flew 7:00am 1st class from ********* to Maui on Hawiian Airlines flight HA31. When we were in the air, the flight attendant came to us to help set up our tray tables. When she lifted the cover on my wife's tray table there was tape covering the tray saying " Hawiian air lines INOPERATIVE PLEASE DO NOT USE". The flight attendant just removed the tape and had my wife use it any way (she left some of the tape on my wife's lap, which I still have). The tray table was very unstable and not safe to use. I had to put my pillow under it to hold it up while my wife ate her meal. We should not have been put in a situation to use something unsafe. I feel we should be refunded the $4,024.00 cost of our tickets, written assurance that Hawiian airlines does care about customer safety and that they have addressed the situation. The morning after our flight, I filled out Hawiian airline "Voice a Concern" internet form with my complaint. Six days latter I had not heared from them, so I filled out a new "Voice a Concern" form again. I am very upset that they still have not contacted me about this situation and their disregard for safety. Please help!

  Business Response

  Date: 04/13/2023

  From: Hawaiian Airlines: *********************** (*************************************************************************
  To: ********************
  Subject: Hawaiian Airlines, *********************** - CN-01899771
  Date: 4/12/2023 10:53 PM
  Body:
  Message From Consumer Affairs
  4/12/2023 - Case: CN-01899771
  
  ************************* - ********************
  
  *******/*****/********
  
  Aloha Mr.  *******,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted complaint to the Better Business Bureau regarding your recent travel experience. I'm sorry for the inconvenience your spouse experienced on Flight 31 from ********* to ******* on March 25, 2023, due to her inoperable tray table. It is our goal to provide exceptional service and in-flight amenities, and I realize that we didn't meet your expectations. Please know that I've shared your experience with our Maintenance Department for their review. 
  
  As a courtesy, for the inconvenience she experienced, we are issuing her a $250 eTravel Credit, good for future travel on Hawaiian Airlines.
  
  Please note that the credit 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 taking the time to let us know about your experience. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  

• Initial Complaint

  Date:04/10/2023

  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.

  For our flight on March 12th with Hawaiian Airlines (**). We were to fly out of *** to ***, but the previous flight with Hawaiian airlines was delayed, thus we missed the *** flight. Because of the ** gave us tickets with United Airlines (UA), and told us that they would pay for any baggage fees that were incurred. They instructed us to contact ** customer service in this scenario. This is due to ** covering our checked in baggage. UA required that we pay for our check in baggage per attached receipt. Unfortunately, we have had no success with getting compensation despite contacting both ** and UA multiple times and being sent back and forth. We are hoping to be compensated for the baggage fee by **. Thank you.

  Business Response

  Date: 04/11/2023

  Message From Consumer Affairs
  4/11/2023 - Case: CN-01889383
  
  ******************************************** - ************************
  RE: Confirmation code WWFYZX
  
  
  
  Aloha ******** & ******************************************, 
  
  This is to acknowledge that we have received your complaint from the Better Business Bureau (BBB). 
  We apologize for any inconvenience caused in attempting to obtain a refund for the $70 baggage fees incurred when we rebooked you on another airline. As requested, we will refund the baggage fees to you. The refund will be processed through an electronic transfer to your bank account. Please provide us with your banking details below. If you prefer a check refund, please provide us with your current mailing address.
  Account Beneficiary Name:
  Beneficiary Address:
  Beneficiary Email Address:
  Bank Name:
  ABA Routing Number:
  Bank Account Number: 
  Thank you for allowing us to assist you, and we look forward to your reply.
  Malama pono (take care)
  
  Warm aloha, 
  ***************************
  Assistant **********************************

• Initial Complaint

  Date:04/09/2023

  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 received my refund from----********************* Resolution Coordinator Hawaiian Airlines, *********************** I asked to please check on the other 5 passengers and let me know if they are getting their refund......I did not get a response!!My question to him was the following... Is it possible for you to check on my familys tickets? I know they are all praying for the same result!! We all paid with our own credit card except the Hoovers are on one credit card!!! I would appreciate any information you can find out on these other tickets! *****************************, E-TICKET NUMBER ************* *************************************, E-TICKET NUMBER ************* *******************************, E-TICKET NUMBER ************* *************************, E-TICKET NUMBER ************* *************************, E-TICKET NUMBER ************* *************************, E-TICKET NUMBER ************* I received my refund but the other 5 have not! ***********************************, I have repeatedly called and sent emails since January and this is now April and I have not gotten a responded !!! They say I have to email Consumer Affairs for this refund and I do and I don't get an answer!!! We only have until April 23rd to use the monies for tickets but we can't do this. *********************** is sick and has sent all they have asked for to prove it . Most of us are in our 70's and need our money refunded. Can you please see if you can get this resolved!!!

  Business Response

  Date: 04/18/2023

  Message From Consumer Affairs
  4/18/2023 - Case: CN-01902522
  
  *********************************** - **********************
  
  **********************,
  
  Mahalo for your patience as you were awaiting our response.  Our office acknowledges the complaint that you filed with the Better Business Bureau (BBB).
  
  After reviewing your case and considering the circumstances, we'll be issuing a refund of the following tickets:
  1732187709478 (*****)
  1732187709528 (****)
  1732187709638 (******)
  1732187709668 (*****)
  1732187709669 (*****)
  We will make every effort to process the refunds in the next 7 business days.  For security purposes, the refunds will be issued to the card used for purchase.
  
  I appreciate the time that you've taken to contact us.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 04/19/2023

   
  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:04/06/2023

  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.

  When booking directly with hawaiianairlines.com, I was never provided with an email confirmation or confirmation number. This made me think that my reservation was NOT completed successfully. This resulted in me booking the same flights a second time via ****** flights. I paid twice for the same flight without realizing it.When I arrived at the ticket counter on the day of my flight, the agent told me I had paid twice for the same flight and that this happens sometimes. She said she put in a request for the second purchase to be refunded. I have called the help line multiple times and filed a formal complaint through their channels, and I still have not been refunded for the duplicate payment.In addition, for the return flight, it was cancelled 3 hours before departure. I was refunded for that flight.I want to be refunded for the duplicate flights, Confirmation number: RIZHBN, charged to me on January 29, 2023.(Not to be confused with the other cancelled flight mentioned above which *was* refunded on March 17th, 2023.)I submitted a dispute with my credit card company, but they only provided a partial refund. There are still two charges of $312 that remain unrefunded, $624 total. My bank is working to recover the other two charges of $529 which they reimbursed for me, $1058 total.

  Business Response

  Date: 04/11/2023

  *********************** - *********************
  RE: RIZHBN, IDYMYJ 
  
  Aloha ****************,
  
  Thank you for your patience with our response to you. Your message was received from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience and flight cancellation to *******. 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. 
  
  I'm sorry for the inconvenience you experienced due to the duplicate charges for your reservation. Please know that I've shared your experience with our IT Department for their review. We are issuing a refund of the two, $312 Extra Comfort upgrades back to the card . The refund will be sent to the card ending in 4614. 
  
  For the Maui-******* cancellation, we'll be processing the tickets and baggage fee refunds to the card ending in 4614. We will make every effort to process refunds within seven business days. The refunds will be reflected on your next credit statement.
  
  As a goodwill gesture for the poor service experience, I'll be issuing each of you a $300 eTravel Credit, good for future travel on Hawaiian Airlines. Please note that the credit 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 apologize for the issues that detracted you from your full enjoyment of your time with us. Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 04/11/2023

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

• Initial Complaint

  Date:04/05/2023

  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.

  On 4/1/23 I used the Hawaiian Airlines App on my Iphone to purchase a flight for my husband and I to fly from *** to *** on June 26, 2023. (After typing in all of my information, I attempted to purchase the tickets but the system said could not process purchase. I thought maybe I had done something wrong so I filled out everything again and attempted to purchase again with the same result. I never received any receipt of either transaction or confirmation information. I checked my bank account and noticed that I was charged $1,223.60 for the flights. I called Hawaiian airlines and with all of my information including the card number, they could not find any record of the transaction and then repeated to me over and over they could not, and were not willing to help me any further. I called my bank who stated the saw in my transactions the pending charge and a second attempted charge (for the two times I tried to purchase tickets). At this time, 4 days later, the money is still missing from my account and now the price of those flights has gone up hundreds of dollars and I have no clue when I will get that money back on my card so that I can even purchase a return flight. I expressed these concerns in an email to Hawaiian Airlines customer service and provided a screenshot of the pending charge on my card and they yet again said they could not do anything to help me.

  Business Response

  Date: 04/06/2023

  Message From Consumer Affairs
  4/6/2023 - Case: CN-01896654
  
  ************************************ - **************************
  RE: FZQETD
  
  Aloha *************************,
  
  The Hawaiian Airlines *********************** received your inquiry from the Better Business Bureau (BBB) regarding the charges and ticketing issues that had with Hawaiian Airlines mobile app.
  
  We apologize for any issues that occurred with the Hawaiian Airlines mobile app, and upon review of your inquiry, we could not locate any charges for your travel from ******** to Charlotte.  We have contacted our ********************** and they have stated that if there was an error with the mobile app, but no reservation record locator was issued, it could be a ghost/shadow charge, where it would show a pending charge and drop off on the next statement.
  
  Our Web Support was able to review your error messages and tried to locate any reservation record locator, ticket information, or charges to your credit card, and none could be located, we have since exhausted our search for the error charges.  We suggest you contact your credit card provider directly to see if the charges were dropped off your statement, and if not, we suggest you dispute the charges for that amount.
  
  Thank you for your inquiry.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19902518
  
  I am rejecting this response because:As I stated in my email to customer service AND in my complaint here, I am fully aware that your system is unable to find any transaction/reservation. That in no way excuses the fact that my card was charged twice for the amount of $1,322.60 and that money was pulled from my account from Hawaiian Airlines and my bank account can prove such. I now cant afford to buy those flight tickets because Hawaiian Airlines stole my money and now process of tickets have gone up exponentially. This is more than just inconvenient and significantly more than you can just be sorry for. Hawaiian Airlines has stolen money from me, has not provided me with any reservation, resolution or anything. I have provided proof each time evidence that the money is missing from my account. 
  
  Sincerely, 
  
  ************************************

  Business Response

  Date: 04/13/2023

  Message From Consumer Affairs
  4/13/2023 - Case: CN-01896654
  
  ************************************ - **************************
  
  Aloha *************************,
  
  We are sorry that you're displeased with our response, and we appreciate your taking the time to share the details of your incident with us again.  We understand that you are stating that you were charged twice, and our ****************** has informed us if a debit card was used, the bank will sometimes double the charge for a purchase, this is not a Hawaiian Airlines procedure, but a bank debit card procedure.
  
  However, since there was no reservation generated and no tickets generated, we cannot locate any charges to you, we suggest you contact your credit card provider and dispute the charges that were shown as pending on the screenshot account that you provided.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19902518
  
  I am rejecting this response because:
  As I stated previously, once again, I used my credit card, not a debit card. Also, I was charged twice because I attempted to purchase the tickets twice. Therefore indicating the Hawaiian Airlines App failed twice to produce any tickets, but also charged me twice for such tickets. Given that it has been over two weeks since this incident, the prices of those tickets have gone up even further and yet Hawaiian Airlines has still refused to do anything about the fact that my credit card was charged twice, money was missing from my account and now the tickets have gone up hundreds of dollars. This is absolutely unacceptable. You found proof that I was charged, you at a very very minimum owe me the  increase in flight costs I have now had to pay for that flight. I will not accept any other response from this company. 
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:04/05/2023

  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.

  My Luggage was damaged sometime during my flight from *** to ***. I immediately went baggage services where my luggage was photograghed and a claim form was filled out. The person who "helped" me was not the friendliest and made me feel more like a nuisance. I was given a copy of claim form and told to call ******* services in a couple days to follow up on my case at ************. However, this number is NEVER answered! I have call 8 times, put on auto hold, with all calls lasting more than hour. I have filled out the on-line complaint for twice, again NO RESPONSE. It would have been better if they had just told me tough luck and your screwed at the airport.

  Business Response

  Date: 04/06/2023

  ***** ************,
  
  Thank you for your patience with our response to you. Your message to the BBB was received and on behalf of Hawaiian Airlines, I'm sorry to learn that your baggage was damaged and the lack of service when handling your request. As a HawaiianMiles member, you're our valued guest so there's never an acceptable excuse when you receive poor service.
  
  To resolve your issue, we have forwarded your case to our ************************************ If you would like to follow up on the status of your case, contact *************** Services directly at ************ daily from 8:00 a.m. to 4:30 p.m. (****** Standard Time), 7 days a week, including holidays. Please have your file HNLHA43647 available. If you haven't been contacted by a *************** Service Agent by next week, please let me know.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************

  Customer Answer

  Date: 04/11/2023

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