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:04/03/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested past miles for members no. ********* and ********* for flights taken March ***** 2023, confirmation no. CWFBYL. Request date April 01, 2023, status rejected due to a different account receiving credit for this itinerary. *** will make no attempt to correct this error unless notified by BBB. Requested credit for travel in January 2022 , March 2022, May 2022, September 2022, November 2022, January 2023 and March 2023; all were rejected and later corrected with the aid of BBB. This treatment of first-class passengers and Pualani Platinum members is very frustrating.

• Initial Complaint

  Date:03/31/2023

  Type:Billing 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 have a Hawaiian airlines credit card (Actually, I have 3 Barclays US credit card accounts).I tried to make a purchase, my card was blocked. Not only the card I was using (Hawaiian), but ALL my Barclays cards. This doesn't make any sense.There are NO options to fix this in the app nor via text message. CALL ONLY.This is a TRAVEL credit card. International calls are VERY expensive. It's not been thought about AT ALL!I called, waited 10 minutes to speak with somebody, after some time, my account was unblocked.I tried to make the purchase again, CARD BLOCKED AGAIN!!!I called AGAIN! Waited 30 minutes to speak with somebody!!!!!!! 30 minutes!!!The agent I spoke to (Before asking to speak with a supervisor) didnt apologize and laughed at me on the phone. CHECK THE CALL LOGS. I want:1. A full investigation into this agents behavior and I want to make a formal complaint 2. I was compensation for $45 worth of calls I made internationally to speak with you to unblock my account twice.As it stands, I still CANNOT make purchase. This is a TRAVEL card. If my requirements are not met, I'm going to cancel all 3 of my credit cards.This complaint is public and im willing to speak to the media

  Business Response

  Date: 04/03/2023

  Message From Consumer Affairs
  4/3/2023 - Case: CN-01894134
  
  ************************* - ********************
  
  **************,
  
  Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.  Our office acknowledges the complaint that you filed with the Better Business Bureau (BBB).
  
  I'm sorry to learn about your unpleasant experience with our credit card provider, Barclays.  We have forwarded your comments to Barclays, and we have asked them to contact you regarding this matter. In case you need to follow up with them, please call them at ************** (International Collect ************).
  
  I appreciate the time that you've taken to contact **.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19881153
  
  I am rejecting this response because:

   

  It was a representative of Hawaiian Airlines that was laughing down the phone at me. They need to take accountability. I have recorded the conversation and this complaint is public. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/11/2023

  **************,
  
  We followed up with Barclays regarding your transactions.  Barclays, at your request, provided you with a written response.  Since you filed a complaint with the BBB, I felt it was important to summarize their findings.  For the BBB's records, I've also attached the letter to your BBB case for reference.
  
  Barclays confirmed that no transactions were declined from our website and that no restrictions were placed on your other credit cards with Barclays; it was only on your Hawaiian Airlines World Elite Mastercard.  A restriction was placed on the account for an attempted transaction; once you contacted Barclays and verified your activity, the restriction was removed.   A second restriction was placed on the account for a transaction attempted with a different merchant (which was attempted through Apple Pay), for which you contacted Barclays and verified the activity. Barclays confirmed that the restrictions were placed on the account within policy. However, in reviewing the second call, Barclays confirmed that servicing opportunities were identified during the call and coaching/feedback have been provided. 
  
  After reviewing your case and considering the circumstances, as a gesture of goodwill, we'll be depositing **** bonus Hawaiian Miles into your Hawaiian Miles account number *********.  Please allow up to 14 business days for the deposit to be completed.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19881153
  
  I am rejecting this response because:

   

  Im not even sure WHY Hawaiian posted this response on the Better Business Bureau, as I already replied to this response by email; I refuted pretty much everything they said. See below... They replied by email and said they would get a senior manager to look into this, but literally NOBODY HAS REPLIED OR GOT BACK TO ME. They promised a manager and then sent me a survey about their customer support. So I publicly reject this awful response
  
  See my response below:
  "Barclays confirmed that no transactions were declined from our website and that no restrictions were placed on your other credit cards with Barclays" - I NEVER made a payment with your website, nor did I tell you or Barclays I did. I have literally NO IDEA what are you are talking about here. THe problem has ALWAYS been to do with using my Hawaiian credit card abroad while I was visiting ****. NEVER did I mention I had ANY issue/problem/concern with purchasing on your website. That is a total fabrication and I have no idea where this even came from. I dont even have an iPhone, I dont use Apple Pay!!??
  
  "A restriction was placed on the account for an attempted transaction; once you contacted Barclays and verified your activity, the restriction was removed" - This actually happened TWICE. You blocked my card, I had to CALL YOU which is ridiculous, because this is a TRAVEL CARD. You expect people to make expensive international calls??? Most cards you can resolve the block with 1. The App or 2. Text Message. We are NOT living in the 90s anymore. I spent $45 on international calls as your agents took 45 minutes (On the second call) and 15 minutes on the first call to unblock my card TWICE.
  "Barclays confirmed that the restrictions were placed on the account within policy" - So basically, you blocked my card, then unblocked it, told me it wouldnt happen again (Listen to the call log), then my card is INSTANTLY RE-BLOCKED AGAIN!? So your policy is to unblock a card, inform the customer it wont happen again, then block it again? No. Try again...
  
  "Barclays confirmed that servicing opportunities were identified during the call and coaching/feedback have been provided. " - Elaborate on "servicing opportunities"? You mean when the agent laughed down the phone at me after being on hold for 25 minutes? Is that what you are referring to?
  Additionally, I already opened a complaint with you: CN-********. Why were my messages ignored? You replied ONCE, initially, then you ignored all of my responses. Then you had the audacity to send me a survey on how you did? Seriously? I'm paying an annual fee of $99 for this card. It's not a free card, and I'm not somebody you can brush under the rug like I'm nothing.
  
  You made a serious mistake and this needs fixing.- I want $45 in compensation for my international calls- I want these call logs read and investigated. I will NOT be laughed at by your representatives after being put on hold for 25 minutes. This will NOT happen and it will NOT happen again.
  
  I am formally asking to speak with a supervisor right here and now, so have them respond to me. I won't ask again to speak with a supervisor again. If you ignore my request to speak with a supervisor, I'm going to file a formal complaint and name names.

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

• Initial Complaint

  Date:03/28/2023

  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 booked a flight with Hawaiian Airlines in October for my brother's memorial in ****** in April. I'm flying out of ******, ***** so choices were slim. I booked April 20th for my trip. Today, March 28th I went online I punched in my reservation number and was surprised to see I was now leaving a day early(April 19) I had no heads up at all from Hawaiian Airlines. What kind of business practice is that? Thank You Hawaiian Airlines for that extra hotel charge for another day and the trouble of rebooking shuttle. I called your customer service and the lady profusely apologized over and over, but she didn't do it!

  Business Response

  Date: 03/29/2023

  Message From Consumer Affairs
  3/29/2023 - Case: CN-01893384
  
  ******************* - *********************
  BLVYPU - 1732190895924 *****/R
  
  Aloha **************,
  
  The Hawaiian Airlines *********************** has received your inquiry from the Better Business Bureau (BBB) regarding the schedule change for your flight HA81 from April 20 to April 19, 2023.
  
  Upon our review of your reservation, we are not sure as to the reason that you did not receive the automatic change notification.  We have alerted our Web Support Team for their review and corrective action.
  
  Although our passengers may purchase tickets in advance for future travel, our ************************** will make changes due to operational reasons, and notifications should be sent out.  We are glad that you took the time to review your reservation; however, we are not refunding your one-night hotel request since your travel is in the future, and changes can be made prior to arrival.
  
  Also, since there is no other direct Hawaiian Airlines flight on April 20, 2023, from ****** to ********, we can offer you a full refund of your ticket.  Please reply through BBB with your authorization to refund your ticket back to the credit card on file.
  
  We look forward to hearing from you soon.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 03/29/2023

   
  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:03/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/7/2023 I came home late at night from OGG on flight HA 42 and noticed that my luggage has been damaged. The front part was ripped and I immediately filed a case online, uploaded pictures and was given a reference number - 230107-000454. I havent heard back from them so on 3/14/23 I attempted to chat with customer service online and after a long back and forth, I was given a phone number to call. I called the number and was able to leave a message. Again, have not heard back at all from Hawaiian airlines and attempted to call on 3/27/23 for which I was waiting for 4.5 hours!!!! No pick up. I didnt get a hold of any person or computer. I just sent another email prior to filing this. Please help me find a resolution to my problem.

  Business Response

  Date: 04/03/2023

  Message From Consumer Affairs
  4/3/2023 - Case: CN-01893218
  ***************** - *********************
  RE: Baggage Claim
  
  
  Aloha **********,
  
  This is to confirm that we have received your complaint from the Better Business Bureau on March 28, 2023.
  
  To resolve your issue, we forwarded your case to our ************************************ Please be on the look out for an email from them. If you would like to follow up on the status of your case, contact them directly at ************ daily from 8:00 a.m. to 4:30 p.m. (****** Standard Time), 7 days a week, including holidays.
  
  Warm aloha, 
  ********************
  Assistant **********************************

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19861320
  
  I am rejecting this response because:

  This is exactly why I asked for BBBs help because I have exhausted all my resources and still no resolution. I have heard that before from customer service on phone and chat. I have called that number. I was waiting for 4.5 hours NO ONE picked up. I even uploaded a picture of it on my initial complaint. I dont trust they will reach me and I personally dont want to waste anymore time trying to reach them using that number. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 04/29/2023

  From: Ice Yap (*********************)
  To: ************************************************************************
  Subject: [NON-HA] Re: Hawaiian Airlines, ************************* CN-01893218
  Date: 4/11/2023 1:54 PM
  Body:
  
  
  Hi ***************,
  
  They have gotten back to me and sent me a replacement luggage. Thank you so much for your help. If it werent for you guys I would still be waiting for a response. Appreciate it very much. 
  ___________________________________________________________
  
  On Apr 11, 2023, at 2:17 PM, Hawaiian Airlines: *********************** <************************************************************************> wrote:
  
  ?Aloha **********, 
  
  We were informed by the BBB that our response was rejected by you. 
  
  Our Claims team has verified that they sent an email on April 3, 2023, concerning your claim, and I have requested that they resend their response to you. 
  
  Warm aloha, 
  ********************
  

  Customer Answer

  Date: 05/03/2023

   
  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:03/27/2023

  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.

  Mine and my wife's flight was cancelled on March 16th and we rebooked with Delta. Our original flight with Hawaiian Airlines was scheduled to depart at 9:45 am. Our flight with Delta didn't depart until 5:30 pm. We ended up missing out on half a day in Maui, missing 1 out of 7 sunsets, having to buy 2 extra meals per person in the airport, dealing with a lot of additional stress, and paying $706.98 to rebook our flights with Delta. It's been 11 days and I still haven't received a refund or even a reply to my request for a refund. I'm writing to request that we please be reimbursed for the $706.98 to rebook our flights with Delta, as well as additional compensation for the additional stress and lost time in Maui.

  Business Response

  Date: 03/28/2023

  Message From Consumer Affairs
  3/27/2023 - Case: CN-01890315
  
  ***************************** - *********************
  
  Hundven/*******/*****
  
  Aloha Mr.  *******,
  
  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 March 16, 2023 was delayed and 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. We take into account how long the delay lasted and when the delay occurred. Our guidelines allow us to provide consistent treatment for all of our guests.
  
  I have reviewed your case and see that you were unable to continue travel with us to *******, and understand you purchased new tickets on another airline. However, I see that travel was completed on your return segment from ******* to ******* on March 23, 2023. Regrettably, we are unable to ***** your request of a refund for your used tickets purchased from another airline.
  
  Although your partially used tickets are nonrefundable, as a courtesy, as requested, we're issuing a refund for your unused segments from ******* to *******, to the credit card ending in ****. As an additional courtesy, we're issuing a refund of $30 USD for your checked baggage fees on Flight 29, to the credit card ending in 3056. These transactions should be reflected on your next credit statements or the one thereafter. 
  
  Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of payment.
  
  Hawaiian Airlines will consider reimbursement of up to $16 USD per person for meal expenses.
  
  To consider your request for reimbursement, please attach a copy of your itemized receipts dated March 16, 2023 to your reply email, reflecting the items and amount paid, and the form of payment used, for our review.
  
  Please also provide a copy of your completed scheduled travel on Delta Airlines for our review. Upon receipt of your information, I will continue with your case.
  
  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: 03/28/2023

   
  Complaint: 19857867
  
  I am rejecting this response because: I want to be compensated for the full amount of financial injury. I don't have itemized receipts for food purchased in the airport on 3-16-23 but I have the credit card transactions (attached). The Delta Airlines receipts are attached but these do not include the checked bag fee or the additional fees that were charged to change seats so that we wouldn't have to be sandwiched between strangers. I have also attached the credit card transactions for the Delta Airlines charges. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/16/2023

  Message From Consumer Affairs
  5/16/2023 - Case: CN-01890315
  
  ***************************** - *********************
  
  Hundven/*******/*****
  
  Aloha Mr.  *******,
  
  This is to acknowledge receipt of your rejected responses to the Better Business Bureau. We understand that you are disappointed with our response. I realize how disruptive and frustrating canceled flights can be, and I can certainly sympathize with your experience. We recognize that your time is valuable, and would also like to assure you that the safety of our guests is our top priority. Nonetheless, we value your opinions and would like to thank you for bringing this to our attention.
  
  As previously mentioned, when such cancellations arise, we have guidelines in place that determine how we compensate our guests. Your full refund for your unused segment is consistent with our guidelines.
  
  Our records show that a refund of $249.50 USD per person, was issued on March 31, ********************************* ****, for your unused segment from ******* to *******, in addition to a refund of $30 USD for your checked baggage fees on Flight 29, issued on March 29, 2023, to the credit card ending in 3056. These transactions should be reflected on your next credit statements or the one thereafter.
  
  Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of payment.
  
  Regrettably, we did not receive your submitted attachments, and as previously advised, we are unable to ***** your request of a reimbursement of your used tickets purchased from another airline.
  
  As a courtesy, as requested, for the inconvenience that you experienced, we are issuing you a $250 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.
  
  ******************, it is disheartening to know how much we disappointed you. Our goal is to provide guests with a seamless travel experience and highest level of service. I can see how we failed you and I humbly ask that you accept my apologies.
   
  We believe we've handled your case in fair and appropriate manner. Respectfully, we consider this matter closed. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  Tell ** why here...

• Initial Complaint

  Date:03/26/2023

  Type:Sales and Advertising 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.

  In December 2021, my family had COVID and needed to cancel a trip to Maui. I was able to use that credit to rebook a trip in December 2022. Due to personal matters there were conflicts with that scheduling and I needed to make changes to that flight. When I talked to the customer service agent I was told I would need to cancel the whole flight and rebook my tickets. The credit I had was for $127.81 and the ticket reference number was *************. I was told I had one year to use that credit. On March 23, 2023, I tried to use that credit to book a flight to **** in June 2023. I was told that the credit had expired because it was based on the original purchase date. Had it been made clear that my ticket was going to expire on December 31, 2022, I would have made sure to use that credit by that time. However, in my phone conversation I had been told I had 1 year and now this has become a very frustrating situation.

  Business Response

  Date: 03/27/2023

  Message From Consumer Affairs
  3/27/2023 - Case: CN-01892887
  
  **** ************************************************************************************************ for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.  Our office acknowledges the complaint that you submitted with the Better Business Bureau (BBB).
  
  I'm sorry to learn that ***** was unable to travel as scheduled.  In accordance with our Covid-19 travel waiver, for tickets originally purchased in 2020 and 2021, for guests who were unable to travel as scheduled, the unused value of their ticket could be applied as a travel credit toward the purchase of a new ticket.  New travel would need to have been rebooked no later than December 31, 2022.  Unfortunately, his ticket has expired for use.
  
  Having said that, after reviewing your case and considering the circumstances, as a one-time courtesy, we'll be issuing ***** a $127.81 eTravel credit that's good toward a future ticket purchase with Hawaiian Airlines.  This is the unused value of the expired ticket.  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.
  
  While the eTravel credit does have an expiration date (one year from the date of issuance), I'd like to point out that this is not the "need to travel by" date.  ***** will be able to select travel dates of up to 330 days out from the date of redemption.  If he's unable to redeem the eTravel credit by the expiration date, we are unable to reissue/extend the eTravel credit.
  
  I appreciate the time that you've taken to contact us.  Have a great week ahead!
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 04/05/2023

  My Complaint has been resolved. Sorry for the late response. 

  Thank you,

  ****

• Initial Complaint

  Date:03/24/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a concern a few days ago and received a response with no answers. My concern was not addressed nor was I credited or refunded the amount. Claim #******-000214 was not addressed. I am writing AGAIN that I HAVE NOT received the ****** miles I SHOULD have received TWO WEEKS AGO! I cancelled our flights on Feb 23 and was told that I would receive my miles back in 1-2 weeks. Its been FOUR weeks and I STILL HAVE NOT RECEIVED IT IN MY ACCOUNT, *********. I will attach a picture to show proof that it was not refunded.Can someone please EXPLAIN WHY AND WHEN I should be receiving my miles back?? ITS BEEN FOUR WEEKS!I am EXTREMELY DISAPPOINTED with the service Ive received and the response that was given with NO ANSWERS OR SOLUTION TO THE PROBLEM.Many friends and family have chosen to support other airline carriers because of the service they have been receiving from Hawaiian airlines and now I know why.Ive experienced problems with United and Delta airlines and they handle these situations with much more compassion and empathy. They reimburse us with travel credit and miles for any inconvenience. I cant say the same with Hawaiian airlines. My problem isnt being addressed or helped at all.

  Business Response

  Date: 03/27/2023

  Message From Consumer Affairs
  3/27/2023 - Case: CN-01892886
  
  **************************************************************
  Confirmation Code: SHZOIP
  
  *******************************,
  
  Our office received your message, and we appreciate your patience awaiting our response. We understand you are contacting us in regards to the refunds of the four tickets under confirmation code SHZOIP. We see that you called into our *********************** on February 20, 2023 to cancel this reservation. We see that you were advised the HawaiianMiles redeemed would be redeposited within two weeks, and the refund of the taxes and fees would be processed within seven business days. 
  
  We reviewed the reservation and see that the refunds of the taxes and fees were processed on February 23, 2023. On February 28, 2023, the ****** HawaiianMiles redeemed for this reservation were deposited to the original account the HawaiianMiles were redeemed from, which was ********************************* account. 
  
  To explain the redeposit process, the HawaiianMiles statement will not reflect the redeposit on the date the redeposit occurs. Instead it will cancel out the mileage redemption that was deducted when the award was originally redeemed. We see that the award was redeemed on January 6, 2023. When you look at ********************************* HawaiianMiles statement, you will see that no HawaiianMiles have been redeemed on January 6, 2023.

  After additional review, the ****** HawaiianMiles that were redeemed from your account was for reservation GCFCPT. We see the four tickets under confirmation code GCFCPT were used for travel on February 26, 2023 via HA 334, *** to ***, and HA 526, *** to ***.
  
  We do see that our agent, *********, advised you incorrectly on March 23, 2023 that the mileage would take one to two more weeks to appear in the account. However, as shared above, the redeposit of the HawaiianMiles for confirmation code SHZOIP was processed on February 28, 2023. We apologize for the conflicting information and for the confusion that resulted. However after final review of your case, the refund of the taxes and fees and redeposit of the ****** HawaiianMiles were completed and processed within the specified timeframes originally advised of. 

  
  We appreciate the opportunity to review and respond to your concerns, and we thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  
  *************************
  Resolution Coordinator
  Consumer Affairs

  Customer Answer

  Date: 03/27/2023

   
  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:03/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased one-way tickets for myself and my two underage children to fly from Maui to *******, ** on Hawaiian Air for a total of $2,493. However, I had to cancel the flight and was told I would receive a credit to be used within one year. However, one month after the scheduled flight, Hawaiian Air stopped flying to *******. I contacted customer service to inquire about transferring the credit to another traveler or using it with a different airline affiliated with Hawaiian Air, but was told there are no other airlines affiliated, but I could request for an approval for a transfer when ready to book. Recently, Hawaiian Air was offering a special on flights from LA to Maui for $175, I contacted customer service requesting an approval transferring the credit to my travel partner, but my request was denied. I am not sure how this request can be denied when Hawaiian Air doesn't fly within a ***** miles to where my children live. Thank you for taking the time to read this email. It is much appreciated.***************************** RJM : ************* GGM: ************* GHM:1732189450146

  Business Response

  Date: 03/24/2023

  Message From Consumer Affairs
  3/24/2023 - Case: CN-01891766
  
  ***************************** - *****************
  RE: ********/*********************, ********/********, ********/************
  
  ***********************************,
  
  Thank you for contacting Hawaiian Airlines ************************ We understand you are contacting us in regards to rebooking unused tickets. As you shared, we see that your original travels with us was in August 2022 when we were still operating our ******* route. Subsequently, we understand you amended your reservation with us as you were unable to travel. Since your new travel dates in late September 2022 were after the suspension of our ******* route, we see that your segment to *** was rebooked for a flight operated by our partner airlines JetBlue Airways. 
  
  On September 18, 2022, we see that you contacted our ********************** to cancel your reservation with us once more. We see that you were advised of the tickets' validity until July 7, 2023 and future restrictions regarding the rebooking of the unused tickets. We understand the current situation is that ****** and ***** are unable to utilize their unused tickets, and you are requesting to transfer their tickets to another guest. Based on our Fare Rules Terms and Conditions, please note that the tickets purchased are non-refundable and non-transferrable. 
  
  However, after consideration of your circumstances and as a courtesy, we will be refunding ******* ticket and will be authorizing a one-time name change on ******'s ticket. We are offering this courtesy as we would be unable to split the value of one ticket towards two new reservations. The $798.00 refund of ******* ticket will be issued back to the original forms of payment and should reflect by the next credit statements or ones thereafter. When you're ready to rebook your ticket and ******'s ticket, for use by your partner, please contact our *********************** toll-free (within the U.S. and ******) at **************. Please note that value of each unused ticket is $798.00. 
  
  We acknowledge your advisement that at the time of your original request to transfer the tickets, we were having a special offer on flights from *** to OGG at $175.00. Please note that some specials are solely for new bookings via our website. In addition, refund or credit will not be provided for any ticket changes that result in a fare less than the original fare paid. The value of the new ticket must be equal or higher than the value of the original ticket. In the instance that the $175.00 fare was available through our **********************, and you accepted that exchange, you would be forfeiting the residual value. 
  
  We appreciate the time you've taken to contact us regarding your request, and we appreciate the opportunity to respond to you. We look forward to serving you and your partner on a future flight with us. Please let us know if you have any additional questions or concerns. Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  
  *************************
  Resolution Coordinator
  Consumer Affairs

• Initial Complaint

  Date:03/23/2023

  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.

  From: ************* To: ************* Sent: 2/19/20** 7:46:19 AM Pacific Standard Time Subject: Request Refund for Preferred Member Seating for IJOUDO and YCHCPU I am writing to request a refund for the Preferred Member seating on H3**6303**43536303**1H flight #** from OAK to OGG on February 18, 20**. As you can see from the attached photos, ********************************* and I sat in seats 15 G and 15 H and these were horrible seats. I am 57 and my knees touched the seat in front of me and ****** who is 65 had his knees in the isle. We also did not have a window and that was a problem for me because I have claustrophobic tendencies and I was uncomfortable flying for 5 hours without being able to see where I was going.I spoke to one of the flight attendants about my displeasure with our seats after paying for preferred seating and she gave me a card with the H3**6303**43536303**1H Consumer Affairs email address.Please respond to let me know the status of my Preferred Seating refund request.***************************** H3**6303**43536303**1H ********* _____________________________________________________________________________________Email Response from Hawiian H343**131373830313037H - Note: I have not received a written response from Hawiian H343**131373830313037H since 2-19-** From: ************************************** Reply-to: ******************************************* To: ************* Sent: 2/19/20** 8:09:30 AM Pacific Standard Time Subject: Incident: **0219-000049Response Aloha,Thank you for contacting H3**6303**43536303**1H.Due to the high-volume of cases received, our *********************** will respond to you as soon as possible. We appreciate your patience.Mahalo,H3**6303**43536303**1H Subject H3**6303**43536303**1H Consumer Affairs: Refund - Prefered Seats Auto-Response By (Administrator) (02/19/20** 06:09 AM)Aloha,Thank you for contacting H3**6303**43536303**1H.Due to the high-volume of cases received, our *********************** will respond to you as soon as possible. We appreciate your patience.Mahalo,H3**6303**43536303**1H

  Business Response

  Date: 03/24/2023

  
  Message From Consumer Affairs
  3/24/20** - Case: CN-01884155
  
  ***************************** - *************
  Re: ********/******/********
  
  ******************,
  
  ****** for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.  Our office also acknowledges the complaint that you submitted with the Better Business Bureau (H363137393**8313831H).
  
  I'm sorry to learn about your unpleasant experience with H3**6303**43536303**1H. As a H3**4373437363**73535H Miles member, you are our valued guest, so theres never an acceptable excuse when you have a poor experience.  After reviewing your case and considering the circumstances, as requested, we'll be issuing a refund of your two Preferred Seat fees of $19 each for the ******* to ******* flight.  We will make every effort to process the refunds ($19 x 2) 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.  On behalf of myself and everyone here at H3**6303**43536303**1H, we apologize for the issues that detracted you from your full enjoyment of your time with us.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  H3**6303**43536303**1H, Consumer Affairs Office
  
  
  From:*************
  Sent:2/19/20** 6:09 AM
  To:************************************************************************
  Subject:[NON-HA] H3**6303**43536303**1H CAO - Case No.: CN-01884155
  
  
  I am writing to request a refund for the Preferred Member seating on H3**6303**43536303**1H flight #** from OAK to OGG on February 18, 20**. As you can see from the attached photos, ********************************* and I sat in seats 15 G and 15 H and these were horrible seats. I am 57 and my knees touched the seat in front of me and ****** who is 65 had his knees in the isle. We also did not have a window and that was a problem for me because I have claustrophobic tendencies and I was uncomfortable flying for 5 hours without being able to see where I was going.
  
  I spoke to one of the flight attendants about my displeasure with our seats after paying for preferred seating and she gave me a card with the H3**6303**43536303**1H Consumer Affairs email address. The email address was incorrect, so Im sending my request on the H3**6303**43536303**1H contact us website.
  
  Please respond to let me know the status of my Preferred Seating refund request. Note I also paid for preferred seating for ********************************* YCHCPU and I request a refund for ********* and my ticket.
  
  *****************************
  H3**6303**43536303**1H *********
  
  
  
  
  
  I am writing to request a refund for the Preferred Member seating on H3**6303**43536303**1H flight #** from OAK to OGG on February 18, 20**. As you can see from the attached photos, ********************************* and I sat in seats 15 G and 15 H and these were horrible seats. I am 57 and my knees touched the seat in front of me and ****** who is 65 had his knees in the isle. We also did not have a window and that was a problem for me because I have claustrophobic tendencies and I was uncomfortable flying for 5 hours without being able to see where I was going.
  
  I spoke to one of the flight attendants about my displeasure with our seats after paying for preferred seating and she gave me a card with the H3**6303**43536303**1H Consumer Affairs email address.
  
  Please respond to let me know the status of my Preferred Seating refund request.
  
  *****************************
  H3**6303**43536303**1H *********

  Customer Answer

  Date: 03/24/2023

   
  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:03/20/2023

  Type:Sales and Advertising 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.

  January 23, 2023 I filed the required complaint form and an incident report #******-000282 was auto-generated as, upon returning from Maui to ***, I discovered that my $30 checked bag had been ransacked and several items were missing. NOT A WORD from the airline showing zero attempt to resolve the issue or even speak with this patron. The luggage was in their care and I paid the mandated fee. Reason and ethics dictate airline accountability.

  Business Response

  Date: 03/21/2023

  Message From Consumer Affairs
  3/20/2023 - Case: CN-01880972
  
  ************************* - *********************
  
  
  
  Aloha Ms. *******,
  
  This is to acknowledge that our office received your complaint to the Better Business Bureau. 
  
  I'm sorry to hear about your experience with your checked bag being ransacked and items missing upon your return from Maui through ******** to ***. It's understandable that you are frustrated and disappointed with the lack of response from our Claims team regarding your complaint and incident report; and for that I am truly sorry.  I have reached out to them to get an update and will get back to you once I hear back. 
  
  In the meantime, I have initiated a refund request for the $30 baggage fee you paid. The refund will be processed back to the original card used for payment, ending in ****. We will process the refund within 7 days. 
  
  ******************, I appreciate and thank you for your patience and understanding while I work to help make this right for you. 
  
  Malama pono (take care)
  
  Warm aloha, 
  ********************
  Assistant **********************************

  Customer Answer

  Date: 03/24/2023

   
  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. Hopefully the ***************** will follow up as I was told but its already been 60 days. 
  
  Sincerely,
  
  *************************