Business Profile
Airlines
Hawaiian Airlines, Inc.Complaints
This profile includes complaints for Hawaiian Airlines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 575 total complaints in the last 3 years.
- 132 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/17/2023
Type: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.
Greetings,I am writing to seek assistance with a series of complaints with Hawaiian Airlines. The transaction date of my ticket purchase was Nov 8, 2022. The total amount is $954.I submitted an initial complaint on Jan 14, 2023, and at least 3 more emails/chats. I haven't heard any resolutions from Hawaiian Airlines yet.The incident happened on Dec 28, 2022. I badly sprained my ankle before the flight, and the doctor suggested a crutch and wheelchair assistance. On Dec 27, 2022, I called Hawaiian Airlines customer services to inquire about possible assistance options. I described my situation of immobility and my need for extra leg space. But the agent neither notified me of the wheelchair assistance nor helped me with the seat accommodation. I had to search only about wheelchair assistance, and call the airlines again. Under the Air Carrier Access Act, my right to receive information about services and my right to receive seating accommodations were violated.Moreover, under ACA Act, my right to be treated with dignity and respect was severely violated. At **************************, the staff who pushed my wheelchair left me unattended without notifying me several times. After passing the security, the staff left me in a wheelchair in a crowded place. A walk-by passenger kicked my injured feet. It caused pain and anxiety.My right to assistance at airports was violated. After approaching the gate, the same staff left me unattended again and said he would return in ***** minutes. The **************************** guidance specified that the airline could not leave a passenger unattended for more than 30 minutes in a wheelchair. As a result of violating my right to receive information and seating accommodation, I had to walk to my seat in row 37. It was a long and painful distance for me. The walk caused blisters on my injured foot.Based on my experience, I requested for a) a full refund of my airfare and d) compensation for my physical and mental loss.Initial Complaint
Date:03/14/2023
Type: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 called in to switch my flight to a different time and was told on a recorded line that the total charge was going to be $25.30. They then charged me for $25.30 per passenger. They refused to make this right even though they lied on a recorded number. Their consumer affairs team is non existent and takes 3 weeks to reply with no message. I completed a chargeback through my credit card provider and they lied to my credit card provider. Once again, I understand that it is 2 separate tickets, but that wasnt disclosed to me. If it was disclosed to me, I could have made an informed decision if I wanted to move forward or not. Instead they tricked me, be it by accident or on purpose. Refund me the $25.30.Business Response
Date: 03/19/2023
Message From Consumer Affairs
3/19/2023 - Case: CN-01880001
*********************** - **********************
*******/****
Som/******
Aloha Mr. *******,
Thank you for taking the time to contact us regarding your recent travel experience. We appreciate your patience while awaiting our response. We have received your inquiry about the fare difference on your exchanged tickets. This is to acknowledge receipt of your submitted complaint to the Better Business Bureau.
On December 11, 2022, our records show that tickets (FTWEKF) were purchased for your scheduled travel on January 28, 2023, from ******* to ********.
On January 27, 2023, as you requested, your original tickets were exchanged for your completed scheduled travel on January 28, 2023, from ******* to ********, and your original Flight 525 scheduled to depart at 7:45 p.m., was changed to Flight 225 scheduled to depart at 11:50 a.m. You were responsible for the additional fare difference of $25.30 USD per ticket.
We have reviewed the call recording dated January 27, 2023. Regrettably, we are unable to ***** your request of a refund for the additional fare difference on your nonrefundable used exchanged tickets.
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: 03/19/2023
Complaint: 19594913
I am rejecting this response because:As previously stated, it was not disclosed to me that there was a separate charge per ticket. Please provide the audio recording as well as the refund. I will be continuing to reject any responses you provide until I am refunded. If you continue to choose not to refund me, I will proceed with the BBB provided arbitration.
Sincerely,
***********************Business Response
Date: 03/29/2023
Message From Consumer Affairs
3/29/2023 - Case: CN-01880001
*********************** - **********************
*******/****
Som/******
Aloha Mr. *******,
Thank you for your patience while awaiting our reply. This is to acknowledge receipt of your submitted rejected response to the Better Business Bureau regarding the additional fare difference on your exchanged tickets.
Please know that your experience is important to us, and we took some additional time to look into this matter. Our *********************** was able to retrieve and review the call recording dated January 27, 2023. Although the agent did advise you of the additional fare difference of $25.30 USD, she failed to disclose that the additional fare difference is per ticket.
As a courtesy, as requested, we're issuing a (1) refund of $25.30 USD for the additional fare difference, to the credit card ending in 1002. This transaction should be reflected on your next credit statement or the one thereafter.
Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of payment.
For a copy of the phone recording, please submit a subpoena and we will forward to our **************** for processing.
We appreciate and thank you for your patience in this matter. Take good care.
******,
*****************************
Resolution Coordinator
Hawaiian Airlines, ***********************
From:**********************
Sent:3/19/2023 12:52 PM
To:************************************************************************
Subject:[NON-HA] Re: Hawaiian Airlines, ************************* CN-01880001
CAUTION: External Sender
Report suspicious messages to ********************************
? ?
Please review the BBB Complaint 19594913.
Please provide the recording, and refund.
On Sun, Mar 19, 2023 at 6:35 AM Hawaiian Airlines: *********************** <************************************************************************> wrote:
Message From Consumer Affairs
3/19/2023 - Case: CN-01880001
*********************** - **********************
*******/****
Som/******
Aloha Mr. *******,
Thank you for taking the time to contact us regarding your recent travel experience. We appreciate your patience while awaiting our response. We have received your inquiry about the fare difference on your exchanged tickets. This is to acknowledge receipt of your submitted complaint to the Better Business Bureau.
On December 11, 2022, our records show that tickets (FTWEKF) were purchased for your scheduled travel on January 28, 2023, from ******* to ********.
On January 27, 2023, as you requested, your original tickets were exchanged for your completed scheduled travel on January 28, 2023, from ******* to ********, and your original Flight 525 scheduled to depart at 7:45 p.m., was changed to Flight 225 scheduled to depart at 11:50 a.m. You were responsible for the additional fare difference of $25.30 USD per ticket.
We have reviewed the call recording dated January 27, 2023. Regrettably, we are unable to ***** your request of a refund for the additional fare difference on your nonrefundable used exchanged tickets.
Thank you for allowing me the opportunity to respond to your concern. Take good care.
******,
*****************************
Resolution Coordinator
Hawaiian Airlines, ***********************
Tell us why here...Customer Answer
Date: 04/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:03/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My family and I went on vacation from 2/16-2/23 of this year 2023. On the morning of 2/23 @ 5:30am, I received an email that our flight was canceled. After spending 2 hours on the phone making new arrangements for the next flight home, I specifically asked due to the cancelation if I would be reimbursed for my extended hotel stay. For obvious reason, the Supervisor I was speaking to would not commit to saying it will get reimbursed, but that there's a process in which I would have to submit and file a claim with HA. Once I finally get settled back home and find the time to submit for the claim and within hours, they deny my 1 night hotel stay. This is outrageous that they have the ability to cancel my flight, that was not due to an Act of God, put me and my family out having to spend an extra $1300 for the hotel and refuse to reimburse us for it. Totally not acceptable. We would not have been in that position if they didn't cancel our flight, so it is their responsibility to cover the hotel room.Business Response
Date: 03/20/2023
Message From Consumer Affairs
3/19/2023 - Case: CN-01888338
Bounthavy Souvannavong - *********************
************/*********/******/*****/******
Chi/Avyn
Aloha Mr. ************,
This is to acknowledge that we received your submitted complaint to the Better Business Bureau. I understand that you are disappointed with our response.
As previously mentioned, when such delays arise, we have guidelines in place that determine how we compensate our guests. Although options were provided, your requested refund for your unused segments from ******* to ******* is consistent with our guidelines. However, as a courtesy due to the additional issues you faced, we also issued you each a $200 eTravel Credit, good for future travel on Hawaiian Airlines.
Hawaiian Airlines will consider reimbursement of up to $160 USD per room, for (1) night hotel accommodations.
As an additional courtesy, as you requested, we issued a reimbursement of $160 USD for your (1) night hotel accommodations at the ******************** dated February *****, 2023, to the credit card ending in 7501. This transaction should be reflected on your next credit statement or the one thereafter.
Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of payment.
Based on the facts of your case, we consider our decision to be fair and appropriate. Respectfully, we consider this matter closed. Take good care.
******,
*****************************
Resolution Coordinator
Hawaiian Airlines, ***********************
From:************************************************************************
Sent:3/17/2023 9:10 AM
To:*********************
Subject:RE: Hawaiian Airlines, ************************* Travel Credit Issuance CN-01888338
Message From Consumer Affairs
3/17/2023 - Case: CN-01888338
Bounthavy Souvannavong - *********************
************/*********/******/*****/******
Chi/****
Aloha ****************************,
Thank you for your reply.
As an additional courtesy, as you requested, we're issuing a reimbursement of $160 USD for your (1) night hotel accommodations at the ******************** dated February *****, 2023, to the credit card ending in 7501. This transaction should be reflected on your next credit statement or the one thereafter.
Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of payment.
To consider your request for reimbursement for your meal expenses, for auditing and accounting purposes, we require a copy of the itemized receipt, reflecting the items and amount purchased, including the form of payment used. Upon receipt of your information, I will continue with your case.
We appreciate and thank you for your patience in this matter. Take good care.
******,
*****************************
Resolution Coordinator
Hawaiian Airlines, ***********************
From:*********************
Sent:3/14/2023 7:37 AM
To:************************************************************************
Subject:[NON-HA] RE: Hawaiian Airlines, ************************* Travel Credit Issuance CN-01888338
CAUTION: External Sender
Report suspicious messages to ********************************
? ?
Hello,
Thank you for reconsidering the hotel reimbursement. I have attached the following document for your review. As you know, it is next to impossible to find a room for less than $1000 a night last minute during peak season. And to clarify, the ************ was not for alcoholic beverages, but for food as that is the only restaurant open on the premises after lunch hours. Thank you.
*******************************
Triple 8 Sales
Cell: ************
Email: *********************
ATTENTION: This email message is for the sole use of the intended recipient(s) and may contain confidential and/or legally privileged information. Any unauthorized review, use, disclosure, distribution or copying of this communication is strictly prohibited. If you are not the intended recipient, please destroy all copies of this message and contact the sender by email.
From: Hawaiian Airlines: *********************** <************************************************************************>
Sent: Tuesday, March 14, 2023 10:29 AM
To: noy triple8-sales.com <*********************>
Subject: RE: Hawaiian Airlines, ************************* Travel Credit Issuance CN-01888338
Message From Consumer Affairs
3/14/2023 - Case: CN-01888338
******************************************* - *********************
************/*********/******/*****/******
Chi/Avyn
Aloha Mr. ************,
We appreciate your taking the time to share the details of your incident with us. I understand that you are disappointed with our response.
As previously mentioned, when such delays arise, we have guidelines in place that determine how we compensate our guests. Although options were provided, your requested refund for your unused segments from ******* to ******* is consistent with our guidelines. However, as a courtesy due to the additional issues you faced, we also issued you each a $200 eTravel Credit, good for future travel on Hawaiian Airlines.
Hawaiian Airlines will consider reimbursement of up to $160 USD per room, for (1) night hotel accommodations.
As an additional courtesy, to consider reimbursement for your (1) night hotel accommodations in *******, please attach a copy of your itemized receipt dated February *****, 2023 to your reply email, reflecting the amount paid and the form of payment used for our review. Upon receipt of your information, I will continue with your case. Regrettably, we did not receive your previously submitted attachments.
I look forward to hearing from you soon.
******,
*****************************
Resolution Coordinator
Hawaiian Airlines, ***********************Customer Answer
Date: 03/20/2023
Complaint: 19594054
I am rejecting this response because: $160 towards a $1300 hotel bill is insulting. Again, the flight cancellation was due to a maintenance issue the day of the flight by Hawaiian Airlines. It was nearly impossible to find a hotel room to accommodate a family of 5 on a Friday during peak season as most of the ***************** were on a mid-winter break. If Hawaiian feels they could find a hotel for a $160, I would like them to show me which hotel they would've selected and trying to book for the same day. The inconvenience they imposed on us by this flight cancellation followed by the lack of empathy is appalling. All I am asking for is for them to reimburse me for the hotel charge which I would not have incurred if they did not cancel the flight. That is more than a reasonable ask.
Sincerely,
*******************************************Customer Answer
Date: 03/27/2023
The folio I'm submitting again has now been submitted to them 2-3 times. The folio is itemized with the exception of the food & beverage. If that is the only hold up, I will forego the $60 for food that night as I am mainly concern about the hotel charges and fees associated with that one night stay. All that is being requested is in the folio that is attached. It shows the room we stayed (****) from 2/23-2/24, the Folio #*****, all the charges and how I paid, **** Card in the total amount of $1300.65. If you want to subtract $61.04 cause I don't have an itemized receipt for the food charge to the room, please do so. But everything else in this folio shows the rate of the room and taxes.Business Response
Date: 04/04/2023
Message From Consumer Affairs
3/19/2023 - Case: CN-01888338
Bounthavy Souvannavong - *********************
************/*********/******/*****/******
Chi/Avyn
Aloha Mr. ************,
This is to acknowledge that we received your submitted complaint to the Better Business Bureau. I understand that you are disappointed with our response.
As previously mentioned, when such delays arise, we have guidelines in place that determine how we compensate our guests. Although options were provided, your requested refund for your unused segments from ******* to ******* is consistent with our guidelines. However, as a courtesy due to the additional issues you faced, we also issued you each a $200 eTravel Credit, good for future travel on Hawaiian Airlines.
Hawaiian Airlines will consider reimbursement of up to $160 USD per room, for (1) night hotel accommodations.
As an additional courtesy, as you requested, we issued a reimbursement of $160 USD for your (1) night hotel accommodations at the ******************** dated February *****, 2023, to the credit card ending in 7501. This transaction should be reflected on your next credit statement or the one thereafter.
Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of payment.
Based on the facts of your case, we consider our decision to be fair and appropriate. Respectfully, we consider this matter closed. Take good care.
******,
*****************************
Resolution Coordinator
Hawaiian Airlines, ***********************
From:************************************************************************
Sent:3/17/2023 9:10 AM
To:*********************
Subject:RE: Hawaiian Airlines, ************************* Travel Credit Issuance CN-01888338
Message From Consumer Affairs
3/17/2023 - Case: CN-01888338
Bounthavy Souvannavong - *********************
************/*********/******/*****/******
Chi/****
Aloha ****************************,
Thank you for your reply.
As an additional courtesy, as you requested, we're issuing a reimbursement of $160 USD for your (1) night hotel accommodations at the ******************** dated February *****, 2023, to the credit card ending in 7501. This transaction should be reflected on your next credit statement or the one thereafter.
Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of payment.
To consider your request for reimbursement for your meal expenses, for auditing and accounting purposes, we require a copy of the itemized receipt, reflecting the items and amount purchased, including the form of payment used. Upon receipt of your information, I will continue with your case.
We appreciate and thank you for your patience in this matter. Take good care.
Mahalo,
*****************************
Resolution Coordinator
Hawaiian Airlines, ***********************
From:*********************
Sent:3/14/2023 7:37 AM
To:************************************************************************
Subject:[NON-HA] RE: Hawaiian Airlines, ************************* Travel Credit Issuance CN-01888338Hello,
Thank you for reconsidering the hotel reimbursement. I have attached the following document for your review. As you know, it is next to impossible to find a room for less than $1000 a night last minute during peak season. And to clarify, the ************ was not for alcoholic beverages, but for food as that is the only restaurant open on the premises after lunch hours. Thank you.
*******************************
Triple 8 Sales
Cell: ************
Email: *********************
ATTENTION: This email message is for the sole use of the intended recipient(s) and may contain confidential and/or legally privileged information. Any unauthorized review, use, disclosure, distribution or copying of this communication is strictly prohibited. If you are not the intended recipient, please destroy all copies of this message and contact the sender by email.
From: Hawaiian Airlines: *********************** <************************************************************************>
Sent: Tuesday, March 14, 2023 10:29 AM
To: noy triple8-sales.com <*********************>
Subject: RE: Hawaiian Airlines, ************************* Travel Credit Issuance CN-01888338Message From Consumer Affairs
3/14/2023 - Case: CN-01888338
******************************************* - *********************
************/*********/******/*****/******
Chi/Avyn
Aloha Mr. ************,
We appreciate your taking the time to share the details of your incident with us. I understand that you are disappointed with our response.
As previously mentioned, when such delays arise, we have guidelines in place that determine how we compensate our guests. Although options were provided, your requested refund for your unused segments from ******* to ******* is consistent with our guidelines. However, as a courtesy due to the additional issues you faced, we also issued you each a $200 eTravel Credit, good for future travel on Hawaiian Airlines.
Hawaiian Airlines will consider reimbursement of up to $160 USD per room, for (1) night hotel accommodations.
As an additional courtesy, to consider reimbursement for your (1) night hotel accommodations in *******, please attach a copy of your itemized receipt dated February *****, 2023 to your reply email, reflecting the amount paid and the form of payment used for our review. Upon receipt of your information, I will continue with your case. Regrettably, we did not receive your previously submitted attachments.
I look forward to hearing from you soon.
******,
*****************************
Resolution Coordinator
Hawaiian Airlines, ***********************From:*********************
Sent:3/14/2023 5:57 AM
To:************************************************************************
Subject:[NON-HA] RE: Hawaiian Airlines, ************************* Travel Credit Issuance CN-01888338To whom it may concern,
Although I am thankful for the compensation for the inconvenience of the delay, I would much prefer to have my hotel reimbursement. What is the status of that please? If you are going to reject it yet again, I will be reporting this to the BBB for review. As a reminder, the flight cancellation was caused by a maintenance issue and not a act of God. It is your responsibility to make accommodations for your passengers if that is the case.
*******************************
Triple 8 Sales
Cell: ************
Email: *********************
ATTENTION: This email message is for the sole use of the intended recipient(s) and may contain confidential and/or legally privileged information. Any unauthorized review, use, disclosure, distribution or copy
Message From Consumer Affairs
3/9/2023 - Case: CN-01888338
Bounthavy Souvannavong - *********************
************/*********/******/*****/******
Chi/Avyn
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 30 from ******* to ******* on February 23, 2023 was canceled due to no available aircraft. 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 see that options were provided, however, as you requested, we're issuing you a refund for your unused return segments from ******* to *******, to the credit cards ending in **** and 7501. 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.
While this is consistent with our guidelines, 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 sincerely apologize for the inconvenience that you experienced.
As a courtesy, as you requested, for the inconvenience that you experienced, we are issuing you a $200 eTravel Credit per person, 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.
Regrettably, we are unable to ***** your request for reimbursement of your additional hotel accommodations and ground transportation expenses you incurred.
We appreciate and thank you for taking the time to let us know about your experience. Take good care.
******,
*****************************
Resolution Coordinator
Hawaiian Airlines, ***********************Customer Answer
Date: 04/06/2023
Complaint: 19594054
I am rejecting this response because:I do not accept the offer of $160 for reimbursement of a hotel room that cost me $1300. Again, the flight cancellation was not due to any act of God and there was no other option to fly out that same day, causing us to stay an extra night. I am only asking to be made whole, nothing more, nothing less. So again, I reject your offer of $160 as it is truly insulting.
Sincerely,
*******************************************Initial Complaint
Date:03/12/2023
Type: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 submitted my complaint to the Hawaiian Airlines *************************** on January 9, 2023. I still have not heard back from them and it is now March 12, 2023.My husband had booked a flight through Hawaiian Airlines, and canceled it same day due to his father's death. This was late in October 2022. He was given flight credit, but not offered a refund to his credit card. We requested a refund to his credit card instead, and were told that we would have to submit an incident report. We did that in early December. I called them January 9th to follow up, and they told me they never received the report. So, I submitted another one. And, again, still haven't heard back. There is no way to get in contact with their ************************ and every time I speak to an agent, they can never give me an estimation of how long the process should take. They always say "Due to the high-volume of cases received, our *********************** will respond to you as soon as possible." Which is exactly what the auto reply said when I submitted my incident report in January.All in all, we've been waiting since December for this to be handled, and approximately 60 days should be enough time to either resolve the issue, or to follow up with me.Business Response
Date: 03/20/2023
From: Hawaiian Airlines: *********************** (*************************************************************************
To: ***************************************
Subject: Hawaiian Airlines, *********************** - CN-01874615
Date: 1/18/2023 8:55 AM
Body:
Message From Consumer Affairs
1/18/2023 - Case: CN-01874615
William Cornel - ***************************************
RE: *******/*******
Dear *******,
On behalf of Hawaiian Airlines, we extend our condolences for the passing of your father.
Hawaiian Airlines will consider a refund due to the passing of an immediate family member. Please send us a copy of the death certificate (and any proof of your relation to your relative), and we will be able to continue with your case. Please attach these documents to your reply email or mail them to:
Hawaiian Airlines
Attn: ***********************
P.O. Box 30008
********, ** 96820
You may also fax the documents to: **************
Thank you for choosing Hawaiian Airlines.
Sincerely,
*************;
Resolution Coordinator
Hawaiian Airlines, ***********************Customer Answer
Date: 03/20/2023
Better Business Bureau:Please ensure the attached pdf file of the death certificate opens correctly and forward this email accordingly. If that all looks good, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************Business Response
Date: 03/23/2023
From: Hawaiian Airlines: *********************** (*************************************************************************
To: ***************************************
Cc: ************************
Subject: RE: Hawaiian Airlines, *********************** - CN-01874615
Date: 3/21/2023 7:59 AM
Body:
***** ******************,
This is to acknowledge that we received ************************************* complaint to the Better Business Bureau.
Thank you for providing a copy of the death certificate. We extend our condolences to you and your family.
Although the ticket you purchased is non-refundable, given the circumstances, we have made an exception to refund your ticket in full to the original card used for payment, ending in ****. We will process the refund within 7 days. Please allow a few more days for transmittal to your financial institution.
Malama pono (take care)
Warm aloha,
********************
Assistant Manager
***********************Initial Complaint
Date:03/10/2023
Type: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 received a travel voucher from Hawaiian Airlines on 7/14/2022 that is good for one year from the date of issue. I received the voucher because I gave up my premium seat for a lesser seat on a 10 hour flight from ******** to ***. I've been trying to redeem the voucher to use to book upcoming travel and it's been impossible to do so. I tried on their website and wasn't able to redeem the voucher. I spoke to three different people and none of them were willing or able to help me. I even emailed customer service and attached a picture of the voucher I was issued and was told to call a number that wasn't helpful. At this point it seems like I'm getting screwed and Hawaiian Airlines isn't going to honor the travel voucher they issued.Business Response
Date: 03/14/2023
From:************************************************************************
Sent:3/14/2023 7:37 AM
To:*********************
Subject:RE: Hawaiian Airlines Reservations: Concern - Other - Case No.: CN-01888898
Aloha ********************,
Our office acknowledges receipt of the complaint that you filed with the Better Business Bureau (BBB). For reference, I've included to them our response to you yesterday.
Sincerely,
*********************
Resolution Coordinator
Hawaiian Airlines, ***********************
From:************************************************************************
Sent:3/13/2023 9:51 AM
To:*********************
Subject:RE: Hawaiian Airlines Reservations: Concern - Other - Case No.: CN-01888898
Message From Consumer Affairs
3/13/2023 - Case: CN-01888898
*************************** - *********************
Aloha ********************,
Mahalo for your patience as you were awaiting our response. I hope you had a nice weekend and thank you for sharing your opinion with us.
I see that you were issued a paper travel credit. More information may be found here. To redeem:
Use a credit card to purchase a new, full-price reservation on HawaiianAirlines.com.
Mail the original paper travel credit to the address below. Be sure to include the six-letter confirmation code for your new reservation. Registered or certified mail is recommended.
Hawaiian Airlines
Attn: ***********************
PO BOX 30008
********, ** 96820
The travel credit value will be refunded to your card within 3 weeks.
Note: Your credit must be received at least 48 hours prior to departure to be processed. We are not responsible for lost or stolen paper Travel Credits.
I see that your paper travel credit hasn't been redeemed yet. If you prefer, we can issue you an electronic travel credit (eTravel credit) in exchange for your paper travel credit. In order to facilitate this, we will need your kokua in sending your paper travel credit back to us. Please send it to:
Hawaiian Airlines
*********************** (Attn: CN-01888898)
P.O. Box 30008
********, ** 96820
We recommend sending it via registered mail as we are not responsible for any lost or stolen travel credits.
Once we receive your paper travel credit, we'll go ahead and issue you an eTravel credit with the same value, valid for another year.
Please let me know if you have any questions.
Sincerely,
*********************
Resolution Coordinator
Hawaiian Airlines, ***********************
From:*********************
Sent:3/12/2023 7:55 AM
To:************************************************************************
Subject:[NON-HA] FWD: Hawaiian Airlines Reservations: Concern - Other - Case No.: CN-01888898
YOU GUYS ARE A DISHONEST PIECE OF S*** COMPANY. I'VE ALREADY FILED A COMPLAINT WITH THE BBB. YOU REFUSE TO HONOR A TRANSPORTATION VOUCHER THAT YOU ISSUED ME AT THE ***** I GAVE UP A POD FOR A LESSER SEAT WHEN ASKED. I EMAILED AND SPOKE TO THREE DIFFERENT PEOPLE TRYING TO REDEEM THE VOUCEHR AND ALL ARE NOT WILLING OR ABLE TO HELP ME REDEEM THE VOUCHER. I TRIED ON YOUR WEBSITE TO REDEEM THE VOUCHER WITHOUT ANY LUCK. AT THIS POINT, IT SEEMS LIKE I'M GETTING THE RUN AROUND AND YOU ARE SIMPLY NOT GOING TO HONOR THE VOUCHER. I'M GONG TO USE MY REMAINING MILES AND NOT FLY WITH YOU EVER AGAIN. I'M ALSO GOING TO CANCEL THE MASTERCARD I HAVE WITH YOU. I WILL BE USING SOUTHWEST AIRLINES FOR INTER-ISLAND FLIGHTS AND OTHER AIRLINES FOR ALL OTHER FLIGHTS. I'VE ATTACHED A COPY OF THE USELESS VOUCHER I
WAS ISSUED.Customer Answer
Date: 03/14/2023
Complaint: 19581753
I am rejecting this response because:
Sincerely,
***************************Initial Complaint
Date:03/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a flight to ****** on April 3, 2022 for a June 8 to 15, 2022. I could not make the trip so I cancelled the flight. I paid for a first class round trip ticket totaling $1582. I was told I will receive a travel credit and have to use it before 1 year is up. I tried to use the travel credit yesterday by calling the reservation line because Hawaiian Airlines does not allow re-booking and using travel credits online. I wanted to use the travel credit to book a flight in the main cabin instead of first class because the travel credit would have only covered $1582 of the $2600 if I were to re-book first class. The other $1000 or so I would have to come up with. I asked if I could downgrade to extra comfort seats and the representative said sure. The total cost would have been around $950. She never returned to the phone and sent me to a survey. I called back trying to complete the transactions and by then the price increased to $1584. I was fine with that because the credit would have covered it and I would only owe $2. I gave the second person my debit card number for the $2 and she said she needed it again for the extra charge on the extra comfort seats. I extra comfort is a down grade. I asked why do I have to pay more and was told even by a manager that they can't use the first class ticked to pay for a lower class ticket. Everything was mixed up and didn't make sense. They said that is the company policy. So either way I pay extra if I try to fly first class or downgrade to main cabin. Why say Hawaiian Airlines will provide a travel credit when they don't allow a person to use it? Hawaiian Airlines should make it clear you will be paying extra with a flight credit and also have employees that and speak and understand English clearly. I have closed my Hawaiian Airlines miles account. Spirit Airlines treated me better than Hawaiian Airlines. I will never use Hawaiian Airlines again and would not recommend to would be travelers.Business Response
Date: 03/14/2023
Aloha **************,
We've received a message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. As a customer, you're our valued guest so there's never an acceptable excuse when you receive poor service.
Guests holding nonrefundable tickets will have any fare difference collected. Any refund or credit will not be provided for any ticket changes that result in a fare less than the original fare paid. Note that the value of the new ticket must be equal or higher than the value of the original ticket. and in your situation, we see that you were properly charged on March 8. Additional information about our ticket policy can be found here.
As a one-time courtesy in recognition of your circumstances, we'll be refunding your ticket back to the cards used for payment. We will make every effort to process refunds within seven business days. The refunds will be reflected on your next credit statement.
**************, we thank you again for choosing Hawaiian Airlines.
Sincerely,
***********************************Customer Answer
Date: 03/14/2023
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,
*************************Customer Answer
Date: 03/17/2023
I wanted to be sure that another flight ticket I purchased with Hawaiian ********* was also refunded. I did not mention in it the first complaint because I did not believe a refund was feasible. Please see attached.
Thanks.Business Response
Date: 03/24/2023
Aloha,
As a one time courtesy we'll also be refunding your other reservation provided to us. We will make every effort to process refunds within seven business days. The refund will be reflected on your next credit statement. Due to our Credit Card Contract Agreements and to prevent Hawaiian Airlines from fraudulent activity, we must issue a refund to the original form of payment. We recommend that you reach out to the credit card provider to inquire about their policies to obtain your refund and advise them that a refund from Hawaiian Airlines will be sent to a closed account. If your refunds get rejected, well be notified and reach out to request a new form of payment.
Regards,
******************************;
From:**********************
Sent:3/14/2023 6:39 PM
To:************************************************************************
CC:**********************
Subject:[NON-HA] Re: Hawaiian Airlines, ************************* CN-01889253
CAUTION: External Sender
Report suspicious messages to ********************************
? ?
Hi,
I have different cards now. I also had another flight credit that was not mentioned in the first BBB case. Please see attached.
Thank you.
*************************;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:03/09/2023
Type: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.
Our returning flight from Maui to ******* was Cancelled and we had to find a hotel, transportation, a return flight and meals because we were stranded at the airport. This also included more baggage fees and more airport parking fees. We submitted a claim to ******* airlines back in December and received an email from them stating we would be reimbursed for all of the above however, they only reimbursed $140.00 baggage fee in January. We provided all receipts and have emailed them several times regarding the refund and no one has gotten back to us and we are now in MarchInitial Complaint
Date:03/08/2023
Type: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.
Very immoral business practices. Background: I booked a flight through ****** 3 weeks out (03/06/2023 for flight from *** to *** with a depart date of 4/3/2023 to see an ill family member. I contacted Hawaiian Airlines to change my my flight to a few days earlier 3/31/23 0r any day before my original flight date of 4/3/23. I checked the flights for the dates I wanted my flight changed too and I to see that they do have flights leaving LAS to *** before the 4/3/23 date with open seats. I contacted Hawaiian Airline to change my flight to a couple of days earlier than expected. I was devastated to find they would REFUSE to change my flights, because I had purchased a so called "main cabin ticket" . They gave me NO OPTIONS for changing my flight, no change fee, no cancel & refund option, NOTHING they just stated that was their policy and I am SOL! This is horrible business practice from a US company and I am shocked that this is allowed in *******.Business Response
Date: 03/19/2023
From: ***************** (*************************)
To: ************************************************************************
Subject: Re: Re: [NON-HA] Re: Message from Hawaiian Airlines, ************************* CN-01889249
Date: 3/16/2023 12:31 PM
Body:
CAUTION: External Sender
Report suspicious messages to ********************************
? ?
****************,
This has been completed, I was able to change my flight. Thank you so much for your assistance in this matter..
Regards,
*******************
cell: ************
email: *************************
**Make every day a great day and work in such a way that your "presence" or "absence" may be felt.
From: Hawaiian Airlines: *********************** <************************************************************************>
Sent: Thursday, March 16, 2023 1:29 AM
To: ************************* <*************************>
Subject: RE: Re: [NON-HA] Re: Message from Hawaiian Airlines, ************************* CN-01889249
Aloha **************,
I will request to have someone call you tomorrow.
Mahalo,
****************
From:*************************
Sent:3/15/2023 11:45 AM
To:************************************************************************
Subject:Re: [NON-HA] Re: Message from Hawaiian Airlines, ************************* CN-01889249
CAUTION: External Sender
Report suspicious messages to ********************************
? ?
Aloha ***************,
I am writing to let you know that no one Hawaiian Airlines has attmepted to contact me as of Wednesday 3/15/2023 4:45pm CST.
*******************
cell: ************
email: *************************
**Make every day a great day and work in such a way that your "presence" or "absence" may be felt.
From: Hawaiian Airlines: *********************** <************************************************************************>
Sent: Tuesday, March 14, 2023 1:53 PM
To: ************************* <*************************>
Subject: RE: [NON-HA] Re: Message from Hawaiian Airlines, ************************* CN-01889249
Aloha **************,
Thank you for providing your confirmation code. I'm sorry to hear about your situation. It can understand how frustrating it can be when a company's policies do not align with our needs or expectations, especially when dealing with a personal matter such as visiting an ill family member.
In reviewing your reservation, I do see that you purchased our most restrictive "Main Cabin Basic" ticket. Main Cabin Basic tickets are non-changeable and non-refundable (unless cancelled within 24 hours of purchase and departure date is more than 7 days out); and does not allow you to preselect a seat. It is not uncommon for airlines to have different rules and restrictions for different types of tickets. More information on Main Cabin Basic can be viewed on our website.
As a one-time exception and courtesy, I can authorize a one-time date change. However, the fares are higher for March 31st - April 2nd, so you will be responsible to pay any fare difference. I can have a Supervisor from our Reservations team call you to complete the change and collect the fare difference. If you would like to proceed with the change, please let me know and I will request a call out to you for sometime today.
Malama pono (take care)
Warm aloha,
********************
Assistant Manager
***********************
From:*************************
Sent:3/13/2023 3:14 PM
To:************************************************************************
Subject:[NON-HA] Re: Message from Hawaiian Airlines, ************************* CN-01889249
CAUTION: External Sender
Report suspicious messages to ********************************
? ?
Passenger Name: *******************
Confirmation Code: CJOUWT
Looking to change flight 3/31 or 4/1 or 4/2 any one of these would work.
*******************
cell: ************
email: *************************
**Make every day a great day and work in such a way that your "presence" or "absence" may be felt.
From: Hawaiian Airlines: *********************** <************************************************************************>
Sent: Monday, March 13, 2023 7:03 PM
To: ************************* <*************************>
Subject: Message from Hawaiian Airlines, ************************* CN-01889249
Message From Consumer Affairs
3/13/2023 - Case: CN-01889249
******************* - *************************
BBB #********
Aloha Mr. *****,
This is to acknowledge that we received your complaint to the Better Business Bureau (BBB).
In order for us to proceed with your case, please provide us with the following information:
Passenger name (as entered when you booked with ******)
Confirmation code
Mahalo,
********************
Assistant Manager
***********************Customer Answer
Date: 03/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID19559509, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
Date:03/07/2023
Type: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 2/26/23 I bought a ticket for $158.50 for my friends on Hawaiian airlines from *** to *** on 3/2/23. I received an email saying the flight was confirmed and everything was booked as normal. It wasnt until my friend attempted to check into her flight that they told her they never received the funds from my account because they had marked the transaction as fraudulent. They then made her buy another ticket ($158.50 AGAIN) which worked to get her onto the plane but before they could take off Hawaiian airlines employees removed her from the flight stating her ticket she had purchased at the front desk of the airport with her own credit card was fraudulent as well. She was told to contact her bank because it was a credit card error. We called both of our banks (mine is central pacific bank, hers is chase bank.) and confirmed that the charges did indeed go through on both of our accounts. Neither banks flagged the transaction as fraudulent. My friend then had to buy ANOTHER ticket on United airlines back to *** after spending an entire day in the airport. We cant help but think the lack of urgency and responsibility in the situation this has something to do with my friends race and ethnicity. Her last name is ******* and she is Muslim with a dark skinned complexion. *** filed a dispute with my bank so has ******************. We believe there is something Hawaiian airlines can do to make up for this shortfall on their end. Between the emotional toll this took and making me drive back and forth over an hour trip 3 times in one day to the airport is just unacceptable. We would like an explanation as to why this happened and we would like a resolution to be made. I need to be refunded for the two Hawaiian airlines tickets we bought as well.Business Response
Date: 03/19/2023
Message From Consumer Affairs
3/19/2023 - Case: CN-01889238
*********************** - **********************
RE: Confirmation code SDUAQD
Aloha Mr. *****,
This is to acknowledge that your complaint to the Better Business Bureau (BBB) was forwarded to our office for a response.
Our apologies for the delayed response. We are currently waiting for a response from our Accounting and Fraud Review team to better understand what transpired. We will contact you once we get a response.
We appreciate and thank you for your patience and understanding.
Malama pono (take care)
Warm aloha,
********************
Assistant **********************************Initial Complaint
Date:03/06/2023
Type: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.
Due to weather delays and cancellations, two of my family members were unable to fly on Hawaiian Airlines. We contacted Hawaiian Airlines on February 17th to cancel the remaining portion of booking reference number ABYVFD - passenger names were ****** and *****************************. The return flight was supposed to take them both from *** to *** on 19th February 2023. The cancellation and refund of these tickets were approved. As these tickets were mileage tickets, I was told that since I paid for the tickets with miles from my account, I would get the refunded miles back to my account. This process was to take no longer than 1-2 weeks. I patiently waited for 2 weeks, and was told that I would now need to wait another 1-2 weeks once the miles didnt post. This is unacceptable.Business Response
Date: 03/14/2023
Message From Consumer Affairs
3/14/2023 - Case: CN-01889231
Confirmation Code: ABYVFD
RE: GRANT/******/ELIZABETH
***************************,
We apologize for the delay in completing the refund of ****** and ********************************* award seat tickets. We see the refund request was submitted and approved on February 18, 2023 with the advisement to allow seven to ten business days for processing. We reviewed the issue and see the $5.60 taxes and fees per ticket was processed and refunded to the card used for payment on February 21, 2023. At the same time, the reversal of the ****** HawaiianMiles award should have been processed. We are sorry for the oversight and error in not reversing the HawaiianMiles redeemed for this reservation. We have resubmitted a request to have the refund process completed.
To explain the redeposit process, your 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 tickets were issued. We see that the award was redeemed on November 23, 2022. Once the redeposit is completed, when you look at your HawaiianMiles statement, you will no longer see any HawaiianMiles deducted on November 23, 2022.
As a goodwill gesture for the delay in the reversal of your HawaiianMiles award, we will also be depositing ***** HawaiianMiles to your account. We appreciate the opportunity to respond to your concerns and issue. Thank you for choosing Hawaiian Airlines and for your loyalty as a HawaiianMiles member.
Sincerely,
*************************
Resolution Coordinator
Consumer AffairsCustomer Answer
Date: 03/14/2023
Complaint: 19546736
I am rejecting this response because it does not clearly indicate when the miles will be visible in my account. After waiting almost a month for a refund of these miles, I would hope that Hawaiian can expedite the refund of the miles, instead of making me wait yet another two weeks.
Sincerely,
*********************Customer Answer
Date: 03/20/2023
Hi there, you can update my response to this complaint.
I am satisfied with the outcome and accept the businesss response. They have credited the miles.
Thank you
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