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:02/11/2023

  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.

  In April of 2021, I booked a flight with Hawaiian Airlines. I had to then cancel that flight because it was unsafe to travel due to covid (I was traveling with an unvaccinated 1 year old child and the delta variant was spiking). I rebooked my flight July 7, 2022 for an additional $411 (fares had gone up significantly) and another $91 for a seat upgrade. Unfortunately, I had to cancel that flight as well because I came down with covid 4 days before my flight and was too sick to travel (and still testing positive for covid). I canceled my flight, and at the time, the representative told me that I had a full year to rebook my flight using my full amount of credits. Their website policy also says that credits are valid for a full year after issuance. However, to my dismay, when I tried to rebook my flight 2/7/23, they told me my credits from 2021 had already expired and that the 2022 portion of it had been refunded to me. I called my credit card company because I saw no refund for the ***************************************************************************** to get proof from Hawaiian Airlines of the refund. When I asked for documentation from Hawaiian Airlines, they said there was no refund and all of my credits (2021 and 2022) had expired. They instructed me to fill out an online form. I did, and I got an automated response stating my case was closed and my credits expired. I pushed back and pointed out their policy, at which point they said it would take them another 30 days to review. That is past the point at which I was planning to take my trip, and because of their error, I've lost my free accommodations. This is incredibly frustrating and stressful, I've spoken to six different representatives, including a manager, and no one has been willing or able to help me resolve this. I just want my money back at this point, a total of $889. Please help me.

  Business Response

  Date: 02/13/2023

  Message From Consumer Affairs
  2/13/2023 - Case: CN-01882638
  
  ***************** - ******************************
  1732189060178 - *****/***************** - $889.00
  
  Aloha *************,
  
  The Hawaiian Airlines *********************** has been conctacted by the Better Business Bureau (BBB) regarding the expired ticket above.  Hawaiian Airlines extended tickets that would be expiring from 2020 to 2022 till December 31, 2022.  Your ticket has since expired and is non-refundable.
   
  However, as a one-time courtesy for the expired ticket above, we are issuing you an $889.00 eTravel Credit, 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 choosing Hawaiian Airlines.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
  

• Initial Complaint

  Date:02/08/2023

  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.

  Original ticket through Hawaiian Airlines was purchased March 2020. Due to COVID-19 flight cancellations, I received a voucher for this flight that needed to be used by December 31,2022. I purchased a flight using the voucher for reservation number ************* that was scheduled to depart November 2,2022. Unfortunately, a family member became hospitalized during this time so I reached out to Hawaiian Airlines to see what my options were to postpone this trip. The person I spoke with (employee number GPD) advised me that I would be able to cancel this flight and that I would have until June 16, 2023 to utilize the same reservation. When I called to schedule a trip for May 2023 using my voucher, I was told by an agent named ***** (employee number GN2) that this reservation was expired and that I would need to purchase a new ticket. I was told numerous times that there was nothing that could be done to fix the issue regardless of the fact that I was advised I had until June 2023 to use the reservation (which turns out was incorrect on the agents part). I was also told multiple times that there was no other supervisor that I could speak with. I would like to file an official complaint and have requested reimbursement from Hawaiian Airlines, but am awaiting a response - if I would have known that I was going to lose out on the flight ticket, my decision to postpone my trip may have been different and I most likely would have gone. Instead, the error of a Hawaiian Airlines employee has caused me to lose out on a flight I purchased. Additionally, I received poor customer service when told there was nothing that could be done to fix the issue.

  Business Response

  Date: 02/13/2023

  Message From Consumer Affairs
  2/13/2023 - Case: CN-01882339
  
  ********************************* - ********************
  
  Aloha *********************************,
  
  Mahalo for your patience as you were awaiting our response.  Our office acknowledges the complaint that you filed with the Better Business Bureau (BBB).
  
  I'm sorry to learn that you were unable to travel as scheduled.  In accordance with our Covid-19 travel waiver, for tickets originally purchased in 2020 and 2021, and for guests who were unable to travel as scheduled, the unused value of their ticket could be applied as a travel credit toward the purchase of a new ticket.  New travel would need to have been rebooked no later than December 31, 2022.  Unfortunately, your ticket number has expired for use and is non-refundable.
  
  Having said that, after reviewing your case and considering the circumstances, as a one-time courtesy, we'll be issuing you a $377.80 eTravel credit that's good toward a future ticket purchase with Hawaiian Airlines.  This is the unused value of the expired ticket.  Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add ********************************************* to your accepted email recipient list so the email is not misdirected to your spam folder.
  
  While the eTravel credit does have an expiration date (one year from the date of issuance), I'd like to point out that this is not the "need to travel by" date.  You're able to select travel dates of up to 330 days out from the date of redemption.  If you are unable to redeem the eTravel credit by the expiration date, we are unable to reissue/extend the eTravel credit.
  
  I appreciate the time that you've taken to contact us.  Have a great week ahead!
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 02/20/2023

   
  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:02/07/2023

  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.

  Our family arranged for 4 airline tickets from ******** to **** on February 28, 2022 for travel taking place December 1-6, 2022 at a cost of $427.67 each resulting in a total investment of $1,710.68 in value. On November 28, 2022 upon the Mauna Kea eruption on ****** island, Hawaiian Airlines issued a waiver that allowed canceling flights while keeping the unused value of the ticket until the ticket expires which is indicated on the waiver as 1-year from the original date of purchase. Based on health issues due to the increase in vog on ****** island, we opted to utilize this waiver and reschedule our trip during a safer time to travel with the understanding that we had until February 28, 2022 to use the credit. Upon attempting to use the travel credit on February 5, 2023, reservation agents with Hawaiian Airlines advised that the credit expired on January 31, 2023 and would not be honored. Reservation agents refused to provide any opportunity for resolution, had no explanation to us having had no prior contact from Hawaiian Airlines indicating or explaining the January 31, 2023 date as the expiration, and they then referred us to submit an online form with the ****** of ******** Affairs which provides no confirmation of receipt nor promise of response. We are not seeking a refund as we still intend to fly with Hawaiian Airlines, but we are simply asking the airlines honor the terms of their waiver and provide us the opportunity to rebook our tickets within the limits covered by the volcanic activity waiver on the Hawaiian Airlines website.

  Business Response

  Date: 02/08/2023

  RE: YIVJEC 
  
  Aloha **********,
  
  We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn that you were unable to use your tickets before they expired.
  
  As a one time courtesy, we'll be issuing each of you an eTravel Credit in exchange for each ticket value. Please note that each $227.57 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. 
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I booked flights through Hawaiian Airlines on Nov 8, 2022 for Flight HA 81 departing on Saturday, Apr 8, 2023 from ****** to ******** (Confirmation number DXZIXD and my wife's DVFTRS), returning flights on Sunday, April 16, 2023 from ******** to ******, Flight HA 82. Upon checking seat assignment on Monday, February 6, 2023, my wife and I discovered that our flights had been cancelled. We received NO notification of this via the email addresses or phone numbers that were provided when booking. NO refund had been issued to the credit card used for booking until we inquired with the airline. We ended up having to pay large fees to book flights via a different airline and make expensive alterations to our travel. Hawaiian Airlines has shown a lack of professionalism and costed my family greatly without apology. Please take this information into consideration. Thank you.

  Business Response

  Date: 02/13/2023

  Message From Consumer Affairs
  2/13/2023 - Case: CN-01881863
  
  ***************************** - **************************
  Re: *********/********/*****
  
  Aloha Mr. *********,
  
  Mahalo for your patience as you were awaiting our response.  Our office acknowledges the complaint that you filed with the Better Business Bureau (BBB).  I'm sorry to learn that your flights were affected by a schedule change.  Schedule changes are never a pleasant situation for everyone involved.  As a guest, we realize that you carefully selected your flights and balanced it with your needs.  However, due to the changing environment that airlines are operating in, schedule changes ensure that we're operating as efficiently as possible.  
  
  When situations such as these occur, we will make every effort to notify our guests in a timely manner.  In reviewing your reservations, I see that the system failed to send you both a notification email regarding the schedule change.  As our goal is to provide our guests with a seamless travel experience, I certainly apologize for the inconvenience.  While it's much too late to change this situation, I assure you that your feedback has been shared with our leadership team for their internal review.
  
  Our records show that we've issued a refund of ticket number 1732191251432 for *****************  We'll now go ahead and issue a refund of your ticket number 1732191251284, and the Preferred Seat fees collected under ticket numbers 1731505984223 (*****) and 1731505984127 (********).  We will make every effort to process the refunds within the next 7 business days.  For security purposes, the refunds will be issued to the card used for payment.
  
  While we constantly strive to maintain our high standards for excellent customer service, we recognize that we didnt deliver performance in line with these standards.  In recognition of this, as a gesture of goodwill, we'll be issuing each guest a $200 eTravel credit that's good toward a future ticket purchase with 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.
  
  While the eTravel credit does have an expiration date (one year from the date of issuance), I'd like to point out that this is not the "need to travel by" date.  You're able to select travel dates of up to 330 days out from the date of redemption.  If you are unable to redeem the eTravel credit by the expiration date, we are unable to reissue/extend the eTravel credit.
  
  I appreciate the time that you've taken to contact us.  We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 02/14/2023

   
  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. I appreciate the apology and the resonse.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am flying ** with my girlfriend from *** to *** and wanted to use a Hawaiian Airlines (**) gift card and a $500 travel credit from a previous ** delayed flight. I had to call ** to book the reservation because I was unable to process it online. I was told by **, I had to book a separate reservation from my girlfriend, because she was using miles, and ** doesnt allow travel credits, gift cards and miles on the same reservation. We monitored flight for months until we found the fares that fit into our budget and schedules. We called ** on 12/29/22 and made two separate reservations. Using my travel credit and gift card, I made my reservation and was provided the confirmation code: FFWFXN (Frequent flyer: *********). My gf used her miles and got her confirmation code: RCKYFH. I agreed to the published fare at the time of booking on 12/29, which was right under $900. I was told by the representative that a follow-up email would be provided. Then, I received a call approximately a week later from a different representative saying I could not use my travel credit alongside my ** gift card, so I would be billed to my ** Mastercard for the new total sans gift card. This was upsetting news, because I have a ** gift card that I cannot use for my trip, but I accepted this miscommunication from ** and tried to move forward. Then, two weeks later on 1/16/23, I was billed on my ** credit card for $601.35, ticket number: *************. I was confused at the total, so I called and spoke to a representative who informed me that this amount is the remainder after using the $500 travel credit. So, $601.35 + $ 500 (travel credit) = $ ******** fare. This fare price is NOT what I agreed to at the time of booking and is ~$200 over the confirmed price. I called them again to explain the circumstances, and I was told there is nothing they or I can do, because once they travel credit is processed, they cannot refund it. even as I check the fares today, the ** fare for my travel dates is $998, NOT $1101.35. This feels like a major scam and not good business or customer service. The ** website states Easily redeem your travel credit towards a new flight. This has not been easy for me by any means, as I was told I could use my gift card for the booking, then told I couldn't, then overcharged, then been on the phone multiple times to address this, and now writing this complaint. It's all very time consuming, and my grievances haven't been resolved. ** charging my credit card for any price on any date they choose to complete the booking is very upsetting. Ive flown with ** for 37 years and been a ** Mastercard holder for over 20 years. I pride myself in supporting local business, but I feel like my loyalty isnt worth anything *****. This could very well be my last time doing business with **, but I am hopeful someone from the resolution department can make this right.

  Business Response

  Date: 02/08/2023

  Message From Consumer Affairs
  2/8/2023 - Case: CN-01881829
  
  *********************** - ********************
  
  Aloha Mr. ******,
  
  Mahalo for your patience as you were awaiting our response.  Our office acknowledges the complaint that you filed with the Better Business Bureau (BBB).
  
  I'm sorry to learn about your experience.  Please know that your experience is important to us, and while I'm sure this isn't the answer you'd like to hear a few weeks before travel, we would like to take some additional time to look into this matter. I assure you that I'll get back to you once I receive the information I need to respond to your concerns. 
  
  Your continued patience and cooperation are greatly appreciated.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 19343182
  
  I am rejecting this response because:  Still waiting for Hawaiian Airlines to look into matter to come up with formal response.  Current response only addresses the initial complaint.  Will wait for their formal response. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/21/2023

  Aloha Mr. ******,
  
  Thank you for your continued patience as we reviewed your case.
  
  I see that you contacted our *********************** on December 29, 2022 for assistance in making a reservation.   Initially, you had stated that you were trying to redeem an eTravel credit for travel to *****.  After gathering the eTravel credit information and your travel dates and routing, the agent advised you that the fare would be USD1101.35, to which you agreed and replied, "I have a gift card as well."  The agent failed to advise that, in accordance with the terms and conditions of the eTravel credit, the eTravel credit cannot be combined with any other credit order or promotional offer.  While an agent did contact you to let you know that a gift card couldn't be combined with an eTravel credit for purchase, I do certainly apologize for the misinformation.  While I can't change what has already occurred, I assure you that we will use this as a coaching opportunity to ensure that we're providing our guests with the correct information.
  
  In recognition of your experience, we'll be depositing **** bonus Hawaiian Miles into your Hawaiian Miles account number *********.  Please allow up to 14 business days for the deposit to be completed.
  
  I appreciate the time that you've taken to contact us.  We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

• Initial Complaint

  Date:02/04/2023

  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.

  Jan 22: An Hawaiian agent helped me to book the flight for $1167.63 including $100 companion discount in writing. A ticket was issued and my credit card was charged.February 4 around 11 AM EST : An agent called 7 times to tell me after the fact the companion discount couldn't be applied. I asked to speak to a supervisor but she couldn't transfer me. I asked for a resolution, she said none. She proceeded to cancel my flight without my permission and lied in the record. Please listen to the recording that morning of me telling her I did NOT agree to a cancellation.Feb 4 9:23 PM EST: An agent told me there was nothing they could do for me, and my only option was to rebook the flight for over $2000.This is switch and bait and unethical. Desired resolution: rebook my ticket with the original fare. If they really care for $100, they can have it. This is causing so much stress on me and my trip. Also, they should stop advertising for cheap fair if they will cancel the tickets after booking and paying. After the customer already pay, they shouldn't be allowed to cancel without notice.

  Business Response

  Date: 02/06/2023

  Message From Consumer Affairs
  2/6/2023 - Case: CN-01881503
  
  ************* - ********************
  BRRUBV
  1732192959893 UNG/*** - $635.79
  ************* ****/Wing - $531.84
  
  Aloha **********,
  
  The Hawaiian Airlines *********************** has been contacted by the Better Business Bureau regarding your reservation.  We are sorry to learn about your unpleasant experience with Hawaiian Airlines.
  
  Upon our review of your reservation, we show that you had web issues with the companion pass, which cannot be used for multi-city bookings.  However, we do show that our *********************** was able to assist you with using the companion pass as a one-time courtesy, and completed your reservation and tickets above at the fare you originally had.
  
  Thank you for bringing this to our attention to be addressed.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello *** or ******,This complaint is being submitted about Hawaiian airlines. On 12/25/2022 my daughter left her phone on the airplane after arriving in ******. She discovered this while in baggage claim. She called the airlines and was transferred to the gate area. The cleaning crew confirmed finding her phone but stated they could not bring it to her right away because they had another plane to clean. My daughter agreed to pick the phone up the next day. The agent she spoke to completed a form to provide my daughter with a number to retrieve the phone. This agent identified the phone as lost rather than found. ******* returned to the airlines the next day to as instructed to pick up the phone. The airlines could not find the phone allowing it be be lost or stolen. My daughter was able to see that on Dec 25 and 26 the phone was still in the airport because the gps was still pinging. I am stepping in because: 1. The phone was paid for by me and is on my phone plan and 2. She has worked diligently since December 25, 2022 (Christmas Day) to resolve this matter with no response or resolution. They only allow email complaints with a wait time of 30 days (which has come and gone) or by phone with a wait time of over an hour and then we cannot be sure a person will pick up. I have all emails to verify my statements and theirs. Partial email initial email from my daughter_ "..*** agent filled out a ticket for me and instructed me to come back to the *** desk the next day . I came back on 12/26 around 8:30pm and explained the situation to a new *** agent. 3-4 different agents with no luck.. They discovered that the 2/25 agent filled out the wrong form. I called the next day and was on hold for an hour. I just need help"My phone number is **************. You can call or leave a clear message with next steps on this phone.Her name on the complaint with Hawaiian Airlines: *************************** Subject: Incident: 221228-000510 Dr. *******************

  Business Response

  Date: 02/03/2023

  Tell us why here...Message From Consumer Affairs
  2/3/2023 - Case: CN-01875636
  *************************** - ************************
  
  *********************************,
  
  This is to acknowledge that your complaint to the Better Business Bureau has been received by our office for response.  
  
  I'm sorry to hear of your item that you may have left onboard our aircraft on your recent flight with us.  Although Hawaiian Airlines is not liable for items which may have been left on the aircraft, we will make every effort to return lost items to you.
  
  We recommend you fill out this form. Make sure you provide a detailed description of the lost item, including the brand, color, size, and any distinguishing features. For example, if youve lost your laptop, provide the serial number for it.  After you submit the form, well send you a confirmation email with a tracking number. We know youll be eager for answers, but we ask you dont send a separate email.
  
  If we find your lost item, well send an email with simple instructions on how to get it back. Well also send an email if we cant find your lost item within 30 days.
  
  *Note: Items left at the ticket counter or gate areas fall under the jurisdiction of TSA. Please contact the airport directly.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***************************
  Senior Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18966611
  
  I am rejecting this response because: *********** has the facts of the issue incorrect and did not carefully read the complaint. Additionally, *************************** completed a lost form (had they read the email string sent with the complaint they would have seen that she had) and she was informed that they would be contacting her in 30 days and no one has contacted her.

   

  The facts: They found her phone left on the airplane and because they could not/would not bring it directly to her while she was in baggage claim, she had to come back to pick it up the next day and THE AIRLINES LOST HER PHONE. Given that Hawaiian Airlines found her phone it was they who lost it, not ***************************. We are asking for an immediate refund. If they had found her phone, they would have returned in within the 30 days of initial complaint as promised. 

  I understand that they may be busy with complaints of varying kinds, but if they do not take time investigate and see if employees may have taken items, incidences of unrecovered "lost" items will continue to escalate.

   

  As the BBB can see, the form response without care to read the complaint carefully shows how little the airlines cares about this matter. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I flew on Hawaiian Airlines on 12/26/22 from Oahu to Kauia. As soon as I departed my flight I realized that a phone was left in the seatback pocket. I asked the baggage claim customer service (as I was no longer in the terminal) if they could ask an agent to check my seat back pocket ( I provided my seat number to them) and they refused. I was told if they find it during cleaning, I can file a lost report and they'll call me. The plane then flew back to ******** and my phone was turned in, Im sure the person who sat in my seat saw it immediately and turned it in. .About an hour later, I got a call saying Hawaiian airlines had my phone. The problem, it was now at the ******** baggage since the plane had flown back to ********. I then tried to call back, .this was nearly impossible, after hours and hours of phone calls, waiting on hold for over an hour each time. I would be connected to ******** baggage claim and it would just continue to ring, no one answered-not once. Finally after several days of getting nowhere, I got a hold of a supervisor who reached out to ******** baggage claim via an internal email and received confirmation that they did in fact have my phone as they stated when they callled on Dec 26th. This was now around Dec 29th I asked that it be sent on one of the many daily flights that Hawaiian Airlines makes from ******** to *****, and I would happily retreive it at ***** baggage claim. I was told this was impossible. I would need to have it sent via Fed Ex to my home at my expense and it could be reimbursed. I completed this as asked on January 3rd, requesting overnight shipping. It has now been a month since my phone was "located" and I have not heard a thing, or received my phone. Every contact has been, "we are awaiting response" I have never experienced such poor customer service. It is so upsetting. Images submitted have my case number. I would like this resolved.

  Business Response

  Date: 01/29/2023

  Message From Consumer Affairs
  1/29/2023 - Case: CN-01879306
  
  ***************************** - **************
  
  *******/*******/*******/*******/******/*****/********
  ********/******
  
  Aloha Ms.  *******,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted complaint to the Better Business Bureau. I'm sorry to hear about your phone you left on our aircraft on December 26, 2022.
  
  To try to locate your phone, we contacted our ****************************** at the **************************** ******************************. While I'm happy to hear that your phone was found, and you were contacted, it concerns me to hear how frustrating this situation has been for you, and that you are still awaiting to receive your phone. It is our goal to provide exceptional service, and I realize that we didn't meet your expectations. Please know that I've shared your experience with the management team of our Baggage Claims Department for their review. 
  
  To resolve your issue, I have forwarded your case to our *********************************** and have asked them to contact you. If you would like to follow up on the status of your case, please contact Central Baggage Services directly at ************ daily from 8:00 a.m. to 4:30 p.m. (****** Standard Time), 7 days a week, including holidays, or email them at: **********************************.
  
  Please be advised that Hawaiian Airlines is not liable for any items left on board the aircraft. For more information about our lost carry-on policy, click here. 
  
  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: 02/03/2023

   
  Complaint: 18904831
  
  I am rejecting this response because I received this response 5 days ago, reporting they would be reaching out to the baggage department and  have still heard nothing 5 days late. This is how this entire ordeal has gone.  Since Dec 26, I have been told something would be done, and nothing happens. This all could have been solved so easily with common sense, and a quick check of my seat while I requested while the airplane was still at the gate. Instead it has become so complicated. Additionally, the response directs me back the same number that I have called many many times with no resolution.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/09/2023

  Message From Consumer Affairs
  2/9/2023 - Case: CN-01879306
  
  ***************************** - **************
  
  Aloha Ms.  *******,
  
  This is to acknowledge receipt of your submitted rejected response to the Better Business Bureau. We appreciate your patience while awaiting our response and apologize that you have not heard back from our *********************************** regarding your phone left on our aircraft on December 26, 2022.
  
  To address your concern, I have forwarded your case again to our *********************************** and have asked them to contact you at their earliest convenience. If you would like to follow up on the status of your case, please contact Central Baggage Services directly at ************ daily from 8:00 a.m. to 4:30 p.m. (****** Standard Time), 7 days a week, including holidays, or email: **********************************.
  
  We appreciate and thank you for your patience in this matter. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
   
  
  From:************************************************************************
  Sent:1/29/2023 12:56 AM
  To:**************
  Subject:Hawaiian Airlines, ************************* CN-01879306
   
  Message From Consumer Affairs
  1/29/2023 - Case: CN-01879306
  
  ***************************** - **************
  
  *******/*******/*******/*******/******/*****/********
  ********/Skylar
  
  Aloha Ms.  *******,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted complaint to the Better Business Bureau. I'm sorry to hear about your phone you left on our aircraft on December 26, 2022.
  
  To try to locate your phone, we contacted our ****************************** at the **************************** ******************************. While I'm happy to hear that your phone was found, and you were contacted, it concerns me to hear how frustrating this situation has been for you, and that you are still awaiting to receive your phone. It is our goal to provide exceptional service, and I realize that we didn't meet your expectations. Please know that I've shared your experience with the management team of our Baggage Claims Department for their review. 
  
  To resolve your issue, I have forwarded your case to our *********************************** and have asked them to contact you. If you would like to follow up on the status of your case, please contact Central Baggage Services directly at ************ daily from 8:00 a.m. to 4:30 p.m. (****** Standard Time), 7 days a week, including holidays, or email them at: **********************************.
  
  Please be advised that Hawaiian Airlines is not liable for any items left on board the aircraft. For more information about our lost carry-on policy, click here. 
  
  Thank you for allowing me the opportunity to respond to your concern. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18904831
  
  I am rejecting this response because: it is now February 15th and not surprisingly,  I have not received the phone nor been contacted by Hawaiian Airlines about the matter. The previous  two responses stated that you have reached out and asked them to contact me. That has not happened.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/24/2023

  Message From Consumer Affairs
  2/24/2023 - Case: CN-01879306
  
  ***************************** - **************
  
  Aloha Ms.  *******,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted rejected response to the Better Business Bureau.  
  
  It concerns me to hear about your experience and again, apologize for the delay in receiving your phone left on our aircraft on December 26, 2022. As a customer, you are our valued guest, so theres never an acceptable excuse when you receive poor service.
  
  This matter has been brought to the attention of the Manager of our Central ************************** and I have forwarded your case again to our *********************************** for handling. I have asked them to contact you at their earliest convenience to provide a status update on your case.
  
  We received confirmation from our *************** Claims Chief agent that your phone was found, information was collected, a ***** delivery was set up and forwarded to our ******** *************** Services. However, after further investigation, when searching the ***** tracking information, it was discovered that your ***** delivery was not sent out. Our *************** Claims Chief agent has confirmed that your item has been set up for delivery. The ***** tracking number is: 7713 **** 8394.
  
  On behalf of Hawaiian Airlines, we sincerely apologize for the inconvenience that you experienced. If you would like to follow up on the status of your case, please contact *************** Services directly at ************ daily from 8:00 a.m. to 4:30 p.m. (****** Standard Time), 7 days a week, including holidays, or email **********************************.
  
  We appreciate and thank you for your patience in this matter. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
   
  From:************************************************************************
  Sent:2/9/2023 6:09 PM
  To:**************
  Subject:RE: Hawaiian Airlines, ************************* CN-01879306
  
  Message From Consumer Affairs
  2/9/2023 - Case: CN-01879306
  
  ***************************** - **************
  
  Aloha Ms.  *******,
  
  This is to acknowledge receipt of your submitted rejected response to the Better Business Bureau. We appreciate your patience while awaiting our response and apologize that you have not heard back from our *********************************** regarding your phone left on our aircraft on December 26, 2022.
  
  To address your concern, I have forwarded your case again to our *********************************** and have asked them to contact you at their earliest convenience. If you would like to follow up on the status of your case, please contact *************** Services directly at ************ daily from 8:00 a.m. to 4:30 p.m. (****** Standard Time), 7 days a week, including holidays, or email: **********************************.
  
  We appreciate and thank you for your patience in this matter. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
   
  From:************************************************************************
  Sent:1/29/2023 12:56 AM
  To:**************
  Subject:Hawaiian Airlines, ************************* CN-01879306
   Message From Consumer Affairs
  1/29/2023 - Case: CN-01879306
  
  ***************************** - **************
  
  *******/*******/*******/*******/******/*****/********
  ********/Skylar
  
  Aloha Ms.  *******,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted complaint to the Better Business Bureau. I'm sorry to hear about your phone you left on our aircraft on December 26, 2022.
  
  To try to locate your phone, we contacted our *************** Service Office at the **************************** ******************************. While I'm happy to hear that your phone was found, and you were contacted, it concerns me to hear how frustrating this situation has been for you, and that you are still awaiting to receive your phone. It is our goal to provide exceptional service, and I realize that we didn't meet your expectations. Please know that I've shared your experience with the management team of our Baggage Claims Department for their review. 
  
  To resolve your issue, I have forwarded your case to our *********************************** and have asked them to contact you. If you would like to follow up on the status of your case, please contact *************** Services directly at ************ daily from 8:00 a.m. to 4:30 p.m. (****** Standard Time), 7 days a week, including holidays, or email them at: **********************************.
  
  Please be advised that Hawaiian Airlines is not liable for any items left on board the aircraft. For more information about our lost carry-on policy, click here. 
  
  Thank you for allowing me the opportunity to respond to your concern. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  

• Initial Complaint

  Date:01/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked an economy ticket for *** to ****** on 1/16 for $319.50. On 2/23, I decided to change it to a first class ticket. I had to pay an additional $1959.99 for this though it seems like the price to actually buy the first class ticket in full was less than the cost to change the ticket to first class. There is no option on your website for a refundable ticket, as even first class is NONrefundable. I was surfing online, and I noticed that the first class ticket to come back to ****** from *** is $1625 on expedia and was also the same price on the Hawaiian airlines website on the date I booked. I know other airlines will not charge a change fee and usually I would just pay the difference between the new ticket and the old one; and if the old ticket was more, they will refund me the difference between the old and new ticket. I tried to call their customer service line but it goes to someone in *************** who cannot really do anything for me but provide a credit for the amount I paid. Unfortunately, I have to use the whole credit at once and then I will lose my remaining money if the other ticket is less which is not a good option. I wrote to their consumer affairs office but they are completely unhelpful and just state that I may have to pay more fees. It is completely unethical for them to charge more than the cost of the ticket for someone to change their ticket. I might as well have cancelled my ticket and forfeited the $319.50, and I would have paid less than I did changing my ticket. No other airline would do this. It is crazy that they get away with this.

  Business Response

  Date: 01/29/2023

  Message From Consumer Affairs
  1/29/2023 - Case: CN-01879303
  
  Grace - *****************
  
  Aloha ****************,
  
  Thank you for your patience while awaiting our response. This is to acknowledge that we received your submitted complaint to the Better Business Bureau regarding the fare difference on your upcoming scheduled travel.
  
  On January 16, 2023, our records show that ticket (TRBOMN) was purchased for your upcoming scheduled travel on February 23, 2023, from ******** to ********.
  
  As you requested, your ticket was exchanged online via Reshop, and upgraded to First Class. You were responsible for the additional fare difference at the time of your ticket exchange.
  
  When making date/flight, reroute, or other changes to a Main Cabin, First Class and Business Class ticket, any applicable difference in fare (greater than $0) will be charged. Refund or credit will not be provided for any ticket changes that result in a fare less than the original fare paid. The value of the new ticket must be equal or higher than the value of the original ticket.
  For more information and details, please click on Fare Rules Terms and Conditions.
  
  I understand youre disappointed with our fares. Our business is one of supply and demand, so as a flight fills up, the fares may increase. If youre flexible about when you travel, you can sometimes find a lower fare. Fares are often lower on early morning flights or evening flights. Weekday fares (Monday Thursday) are often lower than weekend fares (Friday Sunday). Lower fares may also become available if a flight has many empty seats.
  
  Thank you for allowing me the opportunity to respond to your concern. We look forward to serving you soon. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  Right click on the image to save it to your computer.Tell us why here...

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18899262
  
  I am rejecting this response because:

  I understand that I tried to upgrade my ticket, but my complaint is that you overcharged me.  The price for the ticket was only 1625$ online on your website (as it still is today because I just checked) but your airline charged me more than the price of the first class ticket ( $1,959.99 ) when I had already paid $319.50 for an economy ticket.  These are unfair consumer practices.  I do not know any other airline that would do this.  Other airlines would charge the difference between $1625 and $319.50.  I will be complaining to the **************************** and the attorney general if I do not receive an unsatisfactory answer.  The really frustrating thing is that I could have just gotten a credit for the original ticket and then bought the first class ticket and saved myself some money.  It is a travesty that you treat patients this way.  I am having a surgery and I have no idea when I will be able to return to ******, and I may have to be ripped off by your company yet again if something emergent happens. 
  Sincerely,
  
  ***************************, MD

• Initial Complaint

  Date:01/23/2023

  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.

  The Hawaiian Airlines website advertises a partner program with several airlines, including Virgin Atlantic. Given the advertisement of this program, I spent money to earn Hawaiian Airline miles that could be used on Virgin Atlantic. I have attached the link below that shows the current partners and redemptions. ************************************************************************************************************************************************** calling up, the agent informed me that they actually do not have a partnership with Virgin Atlantic or Virgin Australia. I said it was on the website so I asked him to check dates, and there was no single date for the entire next year that was bookable on Virgin. I did further research to see if other customers were having this issue, customers are far back at June 2021 were having this same issue. Here is a link with comments at the bottom:*************************************************************************************************************************** for at least a year and a half, this partnership has not been usable yet Hawaiian Airlines continues to advertise it in an effort to get customers to spend money on their airline. This is fraudulent and it should be removed from the website. and Hawiian should compensate customers.

  Business Response

  Date: 02/05/2023

  Message From Consumer Affairs
  2/5/2023 - Case: CN-01878279
  
  *************************** - **************************
  
  ****************,
  
  Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.  Our office acknowledges the complaint that you submitted to the Better Business Bureau (BBB).
  
  I'm sorry to learn about your experience.   I assure you that guests may redeem Hawaiian Miles for travel on ***** Airlines, Korean Air, JetBlue, Virgin Atlantic, and Virgin Australia.  However, please know that awards on partner airlines are based on availability, which is strictly controlled and limited by the partner airline.  Please feel free to contact our Hawaiian ******************** at 1-877-HA-MILES ***************) between the hours of Mon Fri 7:00AM 4:30PM (HST) for assistance.  Or, if you'd like to provide your phone number, I can arrange for an agent to contact you for assistance.
  
  I appreciate the time that you've taken to contact us.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office