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:03/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 27, 2020, I had booked a family trip to *** for June *****, 2020. Due to covid, we canceled our trip and was told that we'd need to use the total credit of $2291.20 in two years. On Aug. 24, 2022, I used the credit to book our family trip to OAK for Dec. *****, 2022. However, due to the bad weather, multiple injuries that occurred on flights, many canceled flights and lost baggage issues that we were seeing in the media, we decided to cancel our trip because Hawaiian Airlines offered to issue credits to anyone that wanted to cancel with travel dates before Dec. 25, 2022. I spoke to an agent named ***** and he told me that I would have another year to use the credit. He did not send us a confirmation email. I called customer service on Feb. 25, 2023 to use our credit for a trip to *** in June, but was told by an agent and manager that our credits expired on Dec. 31, 2022. They said that I needed to contact Consumer Affairs to clear it up. I felt like they didn't want to help us or cared to resolve the issue. I am requesting for a full refund of $2291.20 ($572.80/ticket) or the full credit towards our flights in June of this year. Thank you for your time.

  Business Response

  Date: 03/21/2023

  Message From Consumer Affairs
  3/20/2023 - Case: CN-01889228
  
  **********************************************************
  RE: Confirmation code XAKJZJ
  ANGELES/Jan/*****/******/*******
  
  
  Aloha Ms. Angeles,
  
  This is to acknowledge that we received your complaint to the Better Business Bureau. 
  
  I'm sorry to hear about the miscommunication or misunderstanding about the expiration date of your credit. Although your tickets purchased were non-refundable and expired on December 31, 2022, as a one-time courtesy and exception, we will be issuing each of you a $572.80 eTravel Credit, good towards a future flight on Hawaiian Airlines. 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 Credits expire one year from the date of issuance, we'd like to point out that this is not the "need to travel by" date. You are able to select travel dates going forward up to 330 days out from the date of redemption. Please understand that issuing eTravel Credits for expired tickets are outside of our normal guidelines, and therefore must be redeemed by the expiration date. 
  
  Ms. *******, thank you for the opportunity to assist you. We look forward to welcoming you and your family onboard a future flight with us. 
  
  Malama pono (take care)
  
  Warm aloha, 
  ********************
  Assistant **********************************

  Customer Answer

  Date: 03/21/2023

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

• Initial Complaint

  Date:02/28/2023

  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.

  Hawaiian Airlines doesnt disclose its partnership with Expedia for ****** Vacation packages .I booked a flight (thru HA website) from *** to *** and selected main cabin seats for me and my friend and was about to pay when the prompt to add a hotel appeared offering savings: we partnered with some hotels I went for it and after I paid a notice appeared telling me that I could no longer have assigned seats since I booked thru the 3rd party (of which I was unaware). I called the ****** Vacations number ************ and was told that my tickets became basic economy as soon as I booked thru the 3rd party. Which 3rd party?? - Expedia !!! So Hawaiian Airlines partnered with EXPEDIA AND NOT WITH SOME *****S. I was able to get the tickets refunded, and now waiting to hear back from the Expedia corporate office about the hotel rates which instead of the advertised $169 per night go up every night after the first get as high as $192.Both parties are at fault for deceptive advertising and lack of transparency!Itinerary : ************** What I expect : either a full refund of the hotel charges OR A SUBSTANTIAL DISCOUNT FOR THE ***** (*******************). I will go to the media if my expectations are not met. Shame on you Hawaiian Airlines - DO BETTER!!!

  Business Response

  Date: 03/14/2023

  Message From Consumer Affairs
  3/14/2023 - Case: CN-01889207
  
  *************************** - ******************
  
  **********************,
  
  Thank you for your patience while awaiting our reply.  Our office acknowledges receipt of the complaint that you submitted with the Better Business Bureau (BBB).
  
  I'm sorry to learn about your disappointment with your vacation package.  Your case has been forwarded to our vacation package team for handling where someone will review your case and directly respond to you. Please allow 7 to 10 business days for a response. 
    
  Thank you for choosing Hawaiian Airlines. 
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

• Initial Complaint

  Date:02/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried 4 times to resolve this on my own. On 12/27/22 I spoke at length to a Hawaiian Airlines ******** Service supervisor (*****) about tickets I had purchased for a trip that was cancelled due to Covid. These were for 2 passengers, and were booked as 2 one way tickets, confirmation codes JRPYAU and QQIQSG. The supervisor OFFERED to request a refund to the original credit card because I did not have specific dates to use in 2023 and if I had chosen a date (according to her) it could not be changed. She indicated that she would request refunds for both confirmation #s. On 2/2/23 I received a response from consumer affairs indicating that I would not be getting a refund as requested by the supervisor because the tickets had expired (they had not expired when she made the request) but as a courtesy I would receive an eTravel Credit for $171 per person. I wasn't pleased since I had initiated the request before the expiration dates so as not to jeopardize the $742 I had already paid and would have committed to booking new flights had the supervisor not offered me another option. I was furious to receive an email indicating that I would be receiving an etravel credit for one half of the trip (one confirmation #) but not the other. At a minimum I am owed another $422 in etravel credits.

  Business Response

  Date: 03/13/2023

  Message From Consumer Affairs
  3/7/2023 - Case: CN-01870301
  
  ******************************************************************
  
  Confirmation Code: JRPYAU
  Ticket #************* (*****)
  Ticket #************* (******)
  
  Aloha **************,
  
  I send you and ************************ my heartfelt apologies for the long delay in getting back to you.  I'm very sorry that you had to send so many messages to hear back from me.  There's no excuse for my poor handling of your case.
  
  An eTravel Credit in the amount of $311.00 each has been requested for you and ************************, which will be good towards a future ticket purchase with Hawaiian Airlines.  This amount reflects 1) the value of the $137.00 fare paid for each ticket under confirmation code JRPYAU, 2) the value of the $74.00 Extra Comfort seat fees paid with each ticket, and 3) an additional $100.00 for the inconvenience the delay in my response caused you.
  
  In addition, as a courtesy, the previously issued $171.00 eTravel Credits have been voided and will be combined with the $311.00 credit into one credit valued at $482.00.  Only one eTravel Credit may be applied per person per booking.  Therefore, you would not be able to apply two separate credits to one booking.  However, let me know if you prefer the credits at separate $171.00 and $311.00 values and I'll take care of the necessary edits.
  
  Please note that information about the credits, including instructions for redemption, and the applicable Terms and Conditions, will be arriving in a few days in a separate email.  We recommend that you add ********************************************* to your accepted email recipient list to help prevent the message from getting misdirected to your spam folder.
   
  While the eTravel Credits do have an expiration date (one year from the date of issuance), we'd like to point out that this is not the "need to travel by" date.  You're able to select travel dates going forward up to 330 days out from the date of redemption.  The credits will be forfeited if not redeemed by the expiration date and no further accommodation will be provided for the expired tickets noted above.
  
  In closing, thank you very much for patience and kind understanding throughout the review process.  Again, I apologize for the delay.
  
  ********************
  
  *********************
  Resolution Coordinator
  Consumer Affairs

  Customer Answer

  Date: 03/13/2023

   
  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:02/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction: Saturday, January 29, 2023. Amount of Money I Paid: $161.21 for base fare and $25.01 for the first class upgrade. The business committed to provide me with ******************* since I paid extra for a First Class ticket. The nature of the dispute is not being treated equally. I flew first class in seat 1F. I paid extra for the seat upgrade. The flight attendant was very professional and asked if I wanted a drink. I asked for the *** juice. The flight attendant came later and said they ran out of the *** juice. She then offered me water, I politely declined. I fly Hawaiian Airlines regularly and am Pualani Gold, I just want to understand why there was not a sufficient amount of refreshments to service all passengers equally, especially those who paid extra for first class. Hawaiian Airlines has not tried to resolve the problem. I have written to them twice and no response. The ticket number was ************* Flight 285 from OGG to ***.

  Business Response

  Date: 02/27/2023

  Tell us why here...Message From Consumer Affairs
  2/27/2023 - Case: CN-01879700
  ******************* - ******************
  
  *************************,
  
  Your complaint to the Better Business Bureau has been forwarded to our office for a response.
  
  On behalf of Hawaiian Airlines, please accept our apologies for not being able to provide you with your requested juice drink on your flight from ******* to ******** on January 29, 2023.  Our goal is to provide our guests with a seamless travel experience and we apologize for failing to provide this to you.  Please be assured that your experience will be shared with our management team for their internal review and corrective action.
  
  As a courtesy, we are issuing you a $25 refund of your upgrade fee.  This refund will be processed back to the credit card ending in **** within ten business days.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***************************
  Senior Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/28/2022, I purchased 7 roundtrip tickets from ******* to ******** from Hawaiian Airlines for the total amount of $3,318. On 07/30/2022, I noticed multiple charges from "************************* STE WEB SALES HIUS" on my bank statement. I was unaware that these were from Hawaiian Airlines and mistakenly submitted these transactions to my bank, Patelco, assuming it was fraud. On the date of our flight, I checked online and our reservation appeared with assigned seats. We arrived at the airport to check in for our flight and was notified that our tickets had been voided due to fraud. Up until our flight, there were no notifications and zero communication from Hawaiian Airlines that our reservation had been voided. Hawaiian Airlines' customer service agent was new and had difficulty repurchasing our tickets with a new card and ultimately we missed the flight. We purchased flights with another airlines instead. When we returned home, ******* concluded their fraud investigation and concluded the charges were authorized by me and therefore valid. The transactions and funds were then sent to Hawaiian Airlines. I submitted a request for a refund from Hawaiian Airlines in October 2022 and have still not received anything. They've advised that I work with my bank but my bank has concluded there are no ground for them to issue the refund on their end. I am requesting help to get my refund from Hawaiian Airlines.

  Business Response

  Date: 02/26/2023

  Message From Consumer Affairs
  2/26/2023 - Case: CN-01850889
  
  *********************** - ******************************************************************************************************************************************** you for your patience while awaiting our reply. This is to acknowledge receipt of your submitted inquiry to the Better Business Bureau.
  
  Please know that your experience is important to us, and we took some additional time to look into this matter. We received confirmation from our ********************* that your dispute was won by Hawaiian Airlines, therefore your bank issued a chargeback reversal for your unused tickets (KFEKBX).
  
  As previously advised, on June 28, 2022, our records show that Main Cabin Basic fares (KFEKBX) were purchased for your scheduled round trip travel on September 8 - 12, 2022, from ******* to ********.
  
  Although Main Cabin Basic fares are nonrefundable and non-changeable, as a one-time courtesy exception, we can offer you one of two options:
  
  1. An authorization of a one-time courtesy to rebook your unused tickets. Your tickets will be valid to rebook up until June 28, 2023, for travel as late as May 23, 2024. You will be responsible for any additional fare difference per ticket, that *** apply at the time of rebooking, OR, 
  
  2. A $474 eTravel Credit per person, for the full value of your tickets, good for future travel on Hawaiian Airlines. 
  
  Please reply to this email and advise us of which option you would like to accept, and I can continue with your case.
  
  I look forward to hearing from you soon.
  
  Mahalo,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
   
   
  
  From:*****************
  Sent:2/17/2023 4:08 PM
  To:************************************************************************
  CC:*******************************************
  Subject:[NON-HA] Fwd: FW: Hawaiian Airlines, ************************* CN-01850889
  
  CAUTION: External Sender
  Report suspicious messages to ********************************
  ? ?
  
  Hello,
  
  I'm following up on my email below sent on Sunday, Feb 12, 2023 regarding Case: CN-01850889. 
  
  Please do look into this and let me know as soon as possible.
  
  *****
  
   ---------- Forwarded message ---------
  From: ***** Fine <*****************>
  Date: Sun, Feb 12, 2023 at 3:03 PM
  Subject: Re: FW: Hawaiian Airlines, ************************* CN-01850889
  To: <************************************************************************> 
  Hello *********,
  
  After the dispute was filed, my bank opened an investigation together with Hawaiian Airlines.  Hawaiian airlines sent my bank the attached response. 
  
  In Hawaiian Airlines response, included on Page 1, it states "As a courtesy, due to COVID-19, a notification email was sent to the customer's email with instructions on how to reschedule their flights to obtain future travel credits at no cost."
  
  There were no such notification emails sent out. Our party had no idea our tickets had been voided and no vouchers were offered.
  
  My bank will not be moving forward to issue a refund because Hawaiian Airlines provided documentation showing the validity of the charge(s). 
  
  There is no regulation that will allow my bank to recover the funds because Hawaiian Airlines provided documentation that indicated I participated in the transaction and agreed to the terms and conditions at the time of the purchase. Hawaiian Airlines are in possession of the funds referred to in this case.
  My bank will not be reopening the case and has advised me to contact the Better Business Bureau to recover my funds, $3,318.00 if we cannot resolve the issue via our communications.
  
  Betsy 
  On Sat, Feb 11, 2023 at 11:36 PM Hawaiian Airlines: *********************** <************************************************************************> wrote:
   
  From:************************************************************************
  *******/5/********** PM
  To:*****************
  Subject:Hawaiian Airlines, ************************* CN-01850889
   Message From Consumer Affairs
  10/5/2022 - Case: CN-01850889
  
  *********************** - *****************
  
  Puamau/*****/*********/Taipaleti/Seilala/Mailau/Mailau ******************************************************************************************************************************************************************************** Ms.  Puamau,
  Thank you for taking the time to contact us regarding your tickets on Confirmation Code: KFEKBX. We appreciate your patience while awaiting our response. 
  
  On June 28, 2022, our records show that Main Cabin Basic fares (KFEKBX) were purchased for your scheduled round trip travel on September 8 - 12, 2022, from ******* to ********.
  However, I see that a dispute was filed for these tickets and Hawaiian Airlines has not received payment. Based on the status of the dispute, were unable to assist you with your refund request. We recommend that you contact your bank directly to proceed with the dispute as your bank has proper guidelines to complete this process. 
  
  On September 11, 2022, Main Cabin Basic fares (CJBGXD) were purchased for your completed scheduled travel on September 12, 2022, from ******** to *******.
  We appreciate and thank you for your patience in this matter. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  Tell us why here...

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19442297
  
  I am rejecting this response because:

   

  Hi *********,
  
  
  Unfortunately, neither of these options will work for us. We traveled as group of 9 for a one-time family event and will unlikely ALL be traveling anywhere else within the time range given below. 
  
  
  I understand I purchased non-refundable tickets, however, as we were told at check in, the 7 tickets we purchased were voided. Why am I being charged for reservations that were voided and unused? 
  
  Sincerely,
  
  ***** Puamau 

  Customer Answer

  Date: 03/27/2023

  Hello,

  In regards to 

   

  Complaint ID:19442297 This case has been resolved. Please see communication history below. I was not sure how to update it on the site. Regards, *****

  
  

• Initial Complaint

  Date:02/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summary: Covid cancellation policy was changed without informing us and they now claim our reservation is 'expired', our $715.60 flight credit being invalid. PNR: KCORFV. Ticket No: *************. Complaint reference # with airline: 230116-000398.We bought plane tickets from Hawaiian Airlines in 2020 with departure in March 2020. This trip was canceled due to covid and the airlines gave us full credit ($715.60). We rescheduled for Oct. 2022 but covid required us to change our plans. We were reassured on the phone that we would be able to reschedule the trip this year (2023). We definitely could not reschedule by end of 2022 since we recovered from covid at the end of October and it left no notice time at work, with thanksgiving and christmas holidays coming, a business trip in Dec, no accommodation available in ******, already family plans for the holidays, etc. It's why I called customer service twice to be 100% sure that we could reschedule in 2023. The agent was very clear that this would not be a problem and I did not need an email confirmation, I just had to call when we are ready to make our reservation. On Jan 15, 2023 I called customer service to reschedule this trip for March 2023. The customer service agent told me the reservation is expired and our flights cannot be rebooked because we past the Dec 31, 2022 deadline, which was posted on their website.If the agent had been clear that the flight was only available through Dec 2022 we would not have waited until January 15 2023 to call. We would've called in December! The staff gave us information on which we based our planning decisions. They don't have the right to promise a service and then decide not to deliver it.

  Business Response

  Date: 02/22/2023

  Message From Consumer Affairs
  2/22/2023 - Case: CN-01884923
  
  ******************************* - *************************
  1732189547458 *******/******** - $357.80
  ************* *******/****** - $357.80
  
  Aloha *******************,
  
  The Hawaiian Airlines *********************** has been contacted by the Better Business Bureau regarding the above unused expired tickets.
  
  Hawaiian Airlines made an exception to extended tickets that would expire from 2020 and 2022 till the end of December 31, 2022.  The tickets that were not used by the expiration date are now expired. non-refundable, and have no cash value.
   
  However, as a one-time courtesy for the expired tickets, we are issuing each of you a $357.80 eTravel Credit, which is good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption, and Terms and Conditions will arrive in a separate email within 5 - 7 business days. We recommend adding ********************************************** to your accepted email recipient list so the email is not misdirected to your spam folder.
  
  Thank you for your inquiry.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 02/23/2023

   
  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:02/17/2023

  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 had planned a trip to ****** with a friend and had to cancel the trip due to having to take care of my brother whom is terminal with many health issues. I would like a refund of my airline tickets for the amount of ****** each. for a total of ******. I dont forsee being able to use these tickets within the year that Hawaiian Airlines allows. i cancelled with plenty of time for them to be able to re book these seats for someone else. I booked this trip thru Expedia Itinerary # **************. I wrote Hawaiian Airlines consumer affairs 3 weeks ago and have heard nothing back. Im hoping to resolve this matter with a refund.

  Business Response

  Date: 02/22/2023

  RE: Pike/******, ******/*******
  
  Aloha ****************,
  
  Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, I'm sorry to learn that you're unable to travel to *****. As customers, you're our valued guests. 
  
  As a one time courtesy, we'll be authorizing a refund of your tickets. Please contact your travel agency directly and provide them with waiver code CN01879742. Your tickets 1737913101019 and 1737913101020 are documented with our refund authorization.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************

  Customer Answer

  Date: 03/06/2023

  Yes everything was resolved.  

  Thank you so much

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

• Initial Complaint

  Date:02/17/2023

  Type:Order 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 am filing this complaint so that (1) it gets the attention of ****** Airlines policy makers and (2) the attention of the federal government as well so that they can consider needed regulations. ****** Airlines policies and their willingness to ***** exceptions is inconsistent with their competitors and leaves consumers feeling taken advantage of. Situation: Four tickets were booked from ***** to ******. The names included mine as well as my finance and two members of her family (her daughter and mother). She has since broken up with me and the trip will no longer take place. The trip and all four tickets were purchased 100% on my credit card, at my full expense. Normal airline policy seems to be that tickets are non-transferrable in the event of cancellation. While other airlines in this trip adjusted their policy to allow me to use the credit associated with the other three tickets for my own use (after verifying the tickets were purchased on my credit card), ****** Airlines customer service has expressed no willingness to accommodate these unfortunate events.The fact that ****** Airlines' policy is to the pocket the money, knowing that there is no reasonable scenario where three of the four vouchers will ever get used, is a prime example of corporate American taking advantage of consumers.

  Business Response

  Date: 02/22/2023

  RE: YAMANAKA/*****/******/*******
  
  Aloha Mr. Kalmbach,
  
  We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn that the Yamanaka family is unable to travel to ********. 
  
  Normally, all tickets are non-transferable upon purchase. The fare rules are displayed on the payment page during the booking process, and customers must agree to these terms before finalizing the purchase. As a one time courtesy in recognition of your circumstances, we've authorized one time name change on the three Yamanaka tickets. To complete all changes, please call our *********************** at ************** and refer to their ticket numbers 1732192330262, 1732192330263, and 1732192330264. Seat upgrades are 1731506245889, 1731506245890, and 1731506245891. All changes must be completed by January 6, **** and any fare difference for the tickets and seat upgrades will be collected. 
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************

• Initial Complaint

  Date:02/13/2023

  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.

  The agent helped me with the request to cancel an upcoming flight due to a family emergency. The agent said that they would honor the request for two passengers.Akwali *********** and ***************. Reservation DPKUGH and EQWYVI. This was only to be a credit good up to one year.I reached out 1/30/2023 and got no response after I replied asking about the credit.I reached out 2/13/2023 to get a resolution and this was the response:Agent: Thank you for waiting. I was able to retrieve your reservation. I can see that your reservation was booked in Main Cabin Basic ticket. Please be advised that Main Cabin Basic ticket is not cancellable.Me: The person I spoke with did not say that when they booked the travel because someone has to help due to a baby being added to the ticket, and when I explained that there was a death in the family the other associate said they would honor ****************: Thank you. I see that you submitted your concern on January 30, 2023. Currently, our *********************** is responding to cases received on January 02, 2023. Please wait for the response to your request.Me: That isn't true and I am disappointed in your response. The flight is in less than 48 hours, then you will say the person was on the flight. Please provide me the credit for the two passengers as I am forwarding this to BBB.

  Business Response

  Date: 02/16/2023

  *********************** - *********************
  RE: ***/********, ***********/AKWALI 
  
  Aloha ***********************,
  
  We've received your message from the BBB. On behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. 
  
  Immediate family members are able to receive a credit or refund for bereavement requests. I see that you requested a credit for the mentioned passengers above, however based on the passenger manifest, these guests traveled on flight 23 on February 15. Since travel has been completed, we're unable to provide a refund of the tickets. 
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19395971
  
  I am rejecting this response because: They did not get on that flight, only *************************************** please issue the credit for ****** and Amillyah because they did not check in. Please show me a used boarding pass for these two, like used as in set on that flight. Please issue the credit. I will sign an affidavit in good faith that the two mentioned were NOT present. You waited until a month and I knew the company would do this.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/28/2023

  
  Thank you for taking care of this.
  
  
  Respectfully,
  
  ********************
  
  On Feb 16, 2023, at 9:32 AM, Hawaiian Airlines: *********************** <************************************************************************> wrote:
  
  
  ?Aloha,
  
  We apologize for the oversight. In recognition of this, we've allowed a one time change on the Main Cabin Basic tickets. To use the tickets for future travel, please call our *********************** at ************** and refer to their record locator UTUIDP or ticket numbers 1732192312531 and 1732192312532. All changes must be completed by January 5, **** and any fare difference will be collected. 
  
  ******,
  ***********************************

  Customer Answer

  Date: 03/03/2023

   
  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. They agreed to let the guest Akwali *********** and *************** to use their tickets at a later time valued at $198 per traveler up to one year from purchase and this is fair due to the circumstance.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/13/2023

  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.

  We booked a flight through Hawaiian Airlines back in 12/2019 for 6/2020. Covid hit and everything was canceled due to travel restrictions 3/2020. We immediately reached out for a refund and were given a travel credit. Due to work schedules, we were not able to meet the deadline of the travel credit and again asked for a refund but were denied. We are currently trying to plead our case and have followed all of the steps in doing so, but are not getting answers. We are currently trying to plan a trip for March, and want to use the $735.56 that was paid and not refunded but are not getting answers from anyone upon our reach outs.

  Business Response

  Date: 02/14/2023

  Message From Consumer Affairs
  2/14/2023 - Case: CN-01880616
  
  ************************* - **********************
  Confirmation Code: 
  
  Aloha Mr. *******,
  
  Thank you for reaching out to us. This is to acknowledge that we have received your complaint from the Better Business Bureau (BBB). Our apologies for the delayed response as we are working through the unprecedented volume of cases received due to the busy holiday travel period. 
  
  After reviewing your case, I do see that the tickets under confirmation code VEOMRM are non-refundable and non-transferable, and expired on December 31, 2022.  As a onetime courtesy, were exchanging your ticket and issuing each of you a $183.89 eTravel Credit, good for future travel on Hawaiian Airlines. This travel credit amount represents the full value of your unused ticket. 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 Credits do have an expiration date (one year from the date of issuance), we'd like to point out that this is not the "need to travel by" date.  You're able to select travel dates going forward up to 330 days out from the date of redemption.
  
  Please understand that the issued eTravel Credits for your expired tickets are outside of our normal guidelines. They must be redeemed by the expiration date. 
  
  ******************, thank you for the opportunity to assist you. We realize that you have choices when you travel, and we thank you for choosing to fly with us. 
  
  Malama pono (take care)
  
  Warm aloha, 
  ********************
  Assistant Manager
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 19386437
  
  I am rejecting this response because:

   

  Though we apreciate the credit and would like to use it, our dilemma goes one step further.  Because we have an upcoming trip planned for the end of March, we did book through ******* Airlines a flight from Maui to Oahu on 3/27.  We did this as advised through Hawaiian Airlines Reservations on 2/11 as we were told that flights were booking quickly.  We were hoping then to be offered a travel credit, as you did, and then put that to this flight.  However, in calling Hawaiian Airlines today (2/18/23, diconnected once), and seeing if we could use our credit toward the 3/27/23 flight, and reimburse our credit card from the 2/11/23 reservation, we were told they can only remiburse credit cards within 24 hours of the reservation, we would be offered another credit for a future flight to ******.  We will not be taking a future flight.  I would like to talk to someone from ******* Airlines, possibly the ************************ that can hear, understand and help me with this continued dilemma.  This is no disrespect to the reservations department, we understand they are following protocol, however, our concerns are not being understood and we are receiving conflicting information throughout this process.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/14/2023

  From: Hawaiian Airlines: *********************** (*********************************************)
  To: **********************
  Subject: RE: [NON-HA] Re: Hawaiian Airlines, *********************** - CN-01880616
  Date: 3/14/2023 11:08 AM
  Body:
   Aloha ******************, 
  
  I just received notification from the Better Business Bureau (BBB) rejecting our response. Your below response mentions that all was taken care of except for your ticket. I do see that our Reservation team completed ticketing for your reservation VDFPGT on March 8, 2023. I'm not sure if they sent you a confirmation or not. Also, I am double checking to be sure that the eTravel Credits previously issued were applied to all of your reservations. 
  
  I appreciate and thank you for your patience. 
  
  Warm aloha, 
  ****************
   
  From:**********************
  Sent:2/26/2023 6:49 AM
  To:************************************************************************
  CC:**********************
  Subject:[NON-HA] Re: Hawaiian Airlines, *********************** - CN-01880616
  
  CAUTION: External Sender
  Report suspicious messages to ********************************
  ? ?
  
  Ms.  ******,
  
  I believe we are already in the process of applying the credit to our flights on the 27th.  Most of the credits and confirmations have been applied with the exception of mine.  I have received confirmations for ***************, and ******************************  See screenshot below of the emails I received this week.
  
  
  
  I am not sure why mine has not been processed yet but when it is then we will be done with this credit and re-schedule mess. 
  
  Below is a screen shot of my travel credit if you need it for follow up.
  
  
  
  Here is a screen shot of my confirmation code that was being used for the travel credit.
  
  
  
  Shortly after the confirmation code was posted, I received a similar message for all (4) of us.
  
  
  
  
  
  We called the 800 number and they said to allow up to 7-days to get an email confirmation.  As you can see above at the beginning of this email, I have received confirmations on everyones now except mine.
  
  Please let me know if there is something else I need to do with this to get this final confirmation.
  
  Thank you,
   ***********************;
  
   
  On Sat, Feb 25, 2023 at 3:49 PM Hawaiian Airlines: *********************** <*********************************************> wrote:
  Aloha ******************, 
  
  We received notification from the Better Business Bureau (BBB) that ******** rejected our response as she would like the travel credit applies to your upcoming travel on March 27th. Please provide the confirmation codes for the new travel for each passenger, if you are not booked under the same reservation. I may be able to apply the eTravel Credit to the upcoming flight. However, I can only apply 1 credit to 1 ticket as travel credits are not combinable. If I am able to get the approval for this, any residual balance is forfeited, as noted in the terms and conditions that were sent with the eTravel Credit information. This means if the March 27th ticket is less than $183.89, you will lose the balance. Should you decide just to keep the eTravel Credits as issued, you will have until February 15, **** to redeem them.
  
  Please let me know how you would like to proceed. 
  
  Warm aloha, 
  ****************
   
  From:*********************************************
  Sent:2/14/2023 9:47 AM
  To:**********************
  Subject:Hawaiian Airlines, *********************** - CN-01880616
   Message From Consumer Affairs
  2/14/2023 - Case: CN-01880616
  
  ************************* - **********************
  Confirmation Code: 
  
  Aloha Mr. *******,
  
  Thank you for reaching out to us. This is to acknowledge that we have received your complaint from the Better Business Bureau (BBB). Our apologies for the delayed response as we are working through the unprecedented volume of cases received due to the busy holiday travel period. 
  
  After reviewing your case, I do see that the tickets under confirmation code VEOMRM are non-refundable and non-transferable, and expired on December 31, 2022.  As a onetime courtesy, were exchanging your ticket and issuing each of you a $183.89 eTravel Credit, good for future travel on Hawaiian Airlines. This travel credit amount represents the full value of your unused ticket. 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 Credits do have an expiration date (one year from the date of issuance), we'd like to point out that this is not the "need to travel by" date.  You're able to select travel dates going forward up to 330 days out from the date of redemption.
  
  Please understand that the issued eTravel Credits for your expired tickets are outside of our normal guidelines. They must be redeemed by the expiration date. 
  
  ******************, thank you for the opportunity to assist you. We realize that you have choices when you travel, and we thank you for choosing to fly with us. 
  
  Malama pono (take care)
  
  Warm aloha, 
  ********************
  Assistant Manager
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 03/18/2023

   
  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. This was a long process, but we truly appreciate the BBB and Hawaiian Airlines working with us.
  
  Sincerely,
  
  *******************************