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:01/21/2023

  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.

  I booked a flight with Hawaiian Airlines back in 2021 (Confirmation Code: ZAWFRQ, Ticket #*************b, Paid $212.00) but later I had to cancel my flight because I found out I was pregnant and didn't want to travel at that time because I would be 6 months pregnant. The Hawaiian Airline representative told me that I could cancel and then rebook at a later time, but she said I needed to rebook before July 8, 2022. I told her that my family wasn't planning a trip in *************************************************** December 2023. The representative told me "No problem and that I can always cancel and rebook for 2023". So per her instructions, I rebooked a flight (Confirmation Code: GRTKMJ, Paid additional $72.50) for March 9, 2023 (I had to choose this time and flight because they didn't have December 2023 schedule on their website yet) thinking that I can cancel and rebook again for December 2023. NO WHERE in our conversation that the representative said my ticket expires on December 31, 2022 and that wouldn't be able to change my flight. So because of Hawaiian Airlines giving me the wrong information they won't change my flight for December 2023 and that I'm losing $284.50! All I want to do is simply change my flight for December 2023 time. I don't need a refund or credit, I just want to change my flight and pay the difference for the flight cost. If Hawaiian Airlines still refuses to change my flight then could they suggest the next best thing instead of me losing money?!Thank you for your time and assistance on this matter.

  Business Response

  Date: 01/23/2023

  Message From Consumer Affairs
  1/23/2023 - Case: CN-01878124
  
  ********************************* - *******************
  GRTKMJ - ************* *********/*******
  
  Aloha Ms. *********,
  
  The Hawaiian Airlines *********************** has been contacted by the Better Business Bureau (BBB) regarding your reservation 
  
  Upon further review of your original reservation ZAWFRQ and ticket 1732183151303, we show this ticket was purchased on July 8, 2021, on the Hawaiian Airlines website.  The purchaser of the ticket must accept all Fare Rules Terms and Conditions of the ticket prior to purchase.  Part of the rule is below for your review.
  
  "Wholly unused tickets: Tickets are valid for transportation for one year from date of purchase."
  
  However, as a one-time courtesy, we are exchanging your ticket ************* for a $284.50 eTravel Credit.  The eTravel Credit 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 to your email address ******************** 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, ***********************

  Customer Answer

  Date: 01/24/2023

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

• Initial Complaint

  Date:01/20/2023

  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.

  Lost Luggage Case-Incident # ******-000188 HA will not respond to my emails regarding this claim Claim-******** for hotel cost and meals due to mechanical failure of aircraft On 12/31/22 our family of four was flying from *** to *** with arrival in *** of 2:30 pm. Our flight was delayed, then was airborne for approximately a few hours, then returned and rerouted to *** due to mechanical issues of the toilets not working. We were stranded at ***. Later announced that issue had been fixed so we left *** and did not arrive until about 10 pm in Maui. HA announced that there were no hotels available in Maui so they sent ** on another flight to ***. They made us spend the night in *** at an airport hotel on 12.31.22. Our 4 suitcases were lost and did not arrive in *** so we had NO pajamas, toiletries or medicines for that evening in the hotel. They put us on a flight the next morning to ***** and upon arrival at 8 am only 3 of our suitcases were there and one suitcase was. still LOST. That suitcase was missing the entire day and was not delivered to our hotel until 6:00 pm by a contractor for HA. Due to a mechanical issue and lost luggage we had to purchase toiletries and pajamas/t-shirts for all four of us for the night of 12.31.22. For the day of 1/1/23 when one suitcase was still missing we had to purchase clothes for ***** for my daughters to wear to the beach and pool as they only had jeans and jackets and boots that they were wearing for the past 30 hours! We also had food costs at both *** and ***. We need HA rot reimburse us for our costs that were due to our lost luggage and mechanical failure of their aircraft. Toiletries-**********$281 Clothes-Target-$205.54 *** food-$89.44 ***-food $40.96 We lost out on 2 beachfront rooms at Hilton on ***** that we could not cancel due to the late notice so we want HA to reimburse those costs too. The 2 rooms were ******* Hilton points equivalent to $900 or to HA points.All receipts and correspondences are attached.

  Business Response

  Date: 02/03/2023

  Message From Consumer Affairs
  1/18/2023 - Case: CN-01875298
  ***********************- ***************
  *******/****/*****/*****/******
  
  Aloha ******************,
  
  Im sorry to hear that your Hawaiian Airlines flight 71 departing out of ********** on December 31, 2022 was delayed and how it was handled.  I understand that you were inconvenienced by our delay, and take that seriously.
  
  Please know that the safety of our guests and employees are our highest priority. Nonetheless, we understand how frustrating this situation must have been and we do sympathize with your circumstances.  The views of our guests are always an important consideration, so we welcome your feedback. We have shared your comments with our management team, and we will continue to look for ways to improve our service. 
  
  When such delays arise, we have guidelines in place that govern how we compensate our guests. We take into account how long the delay lasted and when the delay occurred. Our guidelines allow us to provide consistent treatment for all of our guests.
  
  After reviewing your case, I see that you did have to overnight in ******** and were re-accommodated on another flight to ***** for the following morning.  As a courtesy, due to the inconveniences that you faced, we're issuing each of you a $500 eTravel Credit, good for future travel 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.
  
  In addition to your travel credits, we will issue you a reimbursement check in the amount of $474.15.  We will reimburse you for the meal expense in ******** for $154.15 (this includes the tshirts, however, we do not reimburse for alcohol) along with our maximum one night hotel expense of $160 per room x 2.  Please allow three to four weeks for processing.  This check will be sent to:
  
  ***********************
  5171 **************
  ***********, **  92683
  
  In regard to the interim expenses you are requesting reimbursement for, I have forwarded your request to our *********************************** for their handling.   If you would like to follow up on the status of your case, contact *************** Services directly at ************ daily from 8:00 a.m. to 4:30 p.m. (****** Standard Time), 7 days a week, including holidays.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***************************
  Senior Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 02/04/2023

   
  Complaint: 18870033
  
  I am rejecting this response because: This is the same offer that ** made before I filed this complaint. The problem is that I have tried numerous times each day to get in touch with the ** luggage ***** and am constantly on put on hold or the representative does not have any information on my lost luggage case. In this letter from ** it is suggested that I contact  the luggage **** directly.  Can't you(the letter writer) as a representative of ** do that for me to resolve this issue? Due to our lost luggage we incurred many costs including toiletries, slippers, and socks for 4 people on the evening of December 31, 2023 when all 4 suitcases were lost  we were stranded at the hotel in ********. We were not re-united with our luggage until we landed in ***** 26 hours later.  Additionally, we incurred costs at  Target to buy clothing items for my two daughters  as the one lost suitcase for ************************* was not delivered to our hotel until 6:00 pm on the evening of January 1st which was over 34 hours from our original flight from LGB. Can you please solve this issue involving our luggage claim or tell me what number I can call direct to speak to someone who knows how to resolve our case? I have attached all the receipts for these costs to our BBB complaint.

  Also, I do not understand why if ** is covering our meal at the ******** hotel for the evening of December 31st, that ** wouldn't also cover our meal at *** when our plane was diverted back to *** instead of to *** and we had to wait until the repairs were made on the plane?  We were told at that time when we checked with the ** counter that they would cover our food costs at *** and to save our receipts. Additionally, the costs for our breakfast at *** airport should be covered too.  I have also attached all these food receipts to the complaint.

  Lastly, the offer from ** for the hotel cost for 2 rooms that we incurred for our lost night at the Hilton Garden Inn in ***** on December 31, 2023 that cost us ******* Hilton points is not sufficient.  The ** offer of $320 dollars does not cover the cost of  our HH ******* points. We were not able to cancel the rooms as  the hotel told us that it was too late a notice. We should not be penalized for the cost of 2 hotel rooms that we were not able to use due to a mechanical issue with the aircraft of **. We would like ** to either cover the cost of buying ******* Hilton points or reimbursing us with ******* ** points which we can then we can convert to Hilton Honors points.

  I look forward to my lost luggage complaint being solved in a fair and equitable manner.

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

• Initial Complaint

  Date:01/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/12/2023, on our return flight back to ************* on Hawaiian Airline flight, we were to get a meal which was included in the air fare. The meal was pepperoni pizza. Prior to our departure, I had called Hawaiian Airlines and had asked about the meal plan as per our religious belief we don't eat beef or pork. We were assured that there shouldn't be an issue as that flight always carry other items which could be substituted easily. So, when the flight attendant gave us the pizza, we mentioned that we don't eat beef. The attendant was very rude and told us that it was our problem. I told her that prior to our departure, I had called the airline and was assured there shouldn't be a problem as they always carry other food items. The attendant than told me that only first-class passengers get that choice. She also said I should have got my own food or purchase one from them. At this point I was very upset to say anything. Due to the flight delay, we were on the plane from 1:20pm till 9:30pm and by the time we got the baggage cleared, it was almost 10:30pm. Upon arrival to **********, we (4) went and got some food to eat which cost us additional about $100.00. My husband is a disabled veteran and diabetic. I believe that flight attendants should be more attentive to customers, and they should pay us $100.00 we couldn't have spent otherwise.Thank you.

  Business Response

  Date: 01/23/2023

  /23/2023 - Case: CN-01878121
  
  ******** Port - ************************
  Re: LAHM/*******
         *******************/******/********
  
  Aloha Ms. ******************* 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 hear you were disappointed with our meal selection. Currently, we only offer special meals on our international flights. We welcome our guests with special dietary needs to bring their preferred meals with them..  If you plan to bring a meal on board, we recommend you visit the Transportation Security Administration's (TSA) website to learn about foods that aren't allowed through the security checkpoint.
  
  I'm also sorry to learn about the customer service that you received during the flight.  At any given time, we expect our employees to treat our guests with courtesy and *****, so I'm sorry that this wasn't the experience that you had.  We take experiences such as yours very seriously, and we will use your feedback to help us improve our service.
  
  While we're unable to provide the compensation that you're requesting, as a courtesy, we are issuing each guest a $100 eTravel Credit that's good toward a future ticket purchase on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add ********************************************* to your accepted email recipient list so the email is not misdirected to your spam folder.
  
  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.
   
  We appreciate your input and have shared your comments with our ******************* team for their review. Please visit our website for more information on our in-flight meal service.
  
  I appreciate the time that you've taken to contact us.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 01/23/2023

   
  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,
  
  ******** Port

• Initial Complaint

  Date:01/19/2023

  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.

  I have a travel credit of $1618.25 from the cancelled flights. I wanted to use this to purchase new flights. To do so, I had to call Hawaiian Airline. We can't book online (it is their rule for travel credits). When I called, the customer service told me the price which is $300 more than the one I see online. Hawaiian Airline advertises we can cancel or change flights with any additional cost, but what they actually do is to add couple hundred dollars more to the actual price. I don't think this is fare. I asked the customer rep why and he could not answer. I asked for a manager, and he refused. First, if I have to call every time to use my travel credits, it makes things more complicated and not efficient. Second, not giving the actual price they place on their website and add $300 more is not right. I would like to ask the same price on the website and on the phone reservation. Or I would rather get a full refund if I have to go through this type of trouble every time I try to book flights. My travel ticket number is :************* Thank you.

  Business Response

  Date: 01/20/2023

  Message From Consumer Affairs
  1/20/2023 - Case: CN-01856147
  
  **************************************************************
  1732190249844 **********
  
  Aloha Ms. *****,
  
  The Hawaiian Airlines *********************** has received your inquiry from the Better Business Bureau (BBB) regarding the unused ticket credit that you are currently holding.
  
  Our business is one of supply and demand, so as a flight fills up, the fares may increase, and vice versa if our flights don't fill up.  It also depends on when you are traveling as it may be a high travel period or low travel period.  All of these factors change the fares.  We show that you made your reservation and purchased your ticket on the Hawaiian Airlines website, and the purchaser must accept the Fare Rules Terms and Conditions of the ticket prior to purchase.
  
  We understand that you are asking for the difference due to the fare dropping.  Please review the Fare Rules Terms and Conditions below regarding flight changes:
  
  "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."
  
  Thank you for your inquiry.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 01/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Although I am not 100% satisfied, it is ok and I understand their position.

  Thank you to BBB for trying to resolve the issues!
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/17/2023

  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 purchased a ticket on Hawaiian Airlines to travel to ****** in 2020. Due to the pandemic and ******** travel ban, I was unable to travel in 2020. I did receive a travel credit to be used for future travel. I received an email on March 28, 2020, which stated "Rest assured, we will honor the value of your ticket for future travel on Hawaiian Airlines." There was no mention of an expiration date on this email. I called Hawaiian Airlines to book a flight on Dec 22, 2022. I was informed that my credit was still valid. I did not book a flight at that time because I wanted to confirm something with my wife. The agent NEVER informed me that the credit was set to expire soon. I called back on January 15, 2023 to book my flight and was informed that my credit expired on Dec 31, 2022.I am very disappointed. Had I known the expiration date, I would have booked right away. I am a health care worker. I have worked and treated patients throughout this pandemic for the past 3 years. I have not been home to see my parents since 2019. We have battled the pandemic and most recently, the unprecedented rain and flooding here in **********, **********. I am hoping that my credit will still be honored so that I can travel back home.Thank you,*********************************

  Business Response

  Date: 01/29/2023

  Message From Consumer Affairs
  1/28/2023 - Case: CN-01877357
  
  ********************************* - ***************************
  
  ***********/******************
  ****/********
  
  Aloha **************************,
  
  Thank you for taking the time to contact us regarding your unused tickets. This is to acknowledge receipt of your submitted We appreciate your patience while awaiting our response. I'm sorry to hear that you were unable to travel as planned, due to COVID-19.
  
  On January 12, 2020, our records show that tickets (JYJGXE) were purchased for your scheduled round trip travel on April 18 - 26, 2020, from ************ to ********.
  
  Under our updated COVID-19 travel waivers, your unused tickets were valid to rebook up until December 31, 2022. Regrettably, your tickets are now expired and no longer valid for travel. 
  As a one-time courtesy exception, we are issuing you a $347.80 eTravel Credit per person, for the value of your tickets less a $100 *********** fee per ticket, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add ********************************************** to your accepted email recipient list so the email is not misdirected to your spam folder.
  
  We appreciate and thank you for taking the time to let us know about your experience. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  Tell us why here...

  Customer Answer

  Date: 01/29/2023

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

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My flight was purchased from Hawaiian Airlines for myself and my fianc and then cancelled by the airline due to Covid. I received a flight credit that did not expire until December 31, 2022. In mid December I requested a refund because we could not travel prior to the expiration date. I know that it was possible to get a refund for flight credit because I received a refund for my son and his friend's flight credit prior to my recent request. I did not receive a response by email or otherwise from consumer affairs. I kept calling and resubmitting my request as I was told to do so by the technical support representative to make sure the airlines received my request. Every time I checked back by phone, I was told to keep waiting because the consumer affairs was behind on responding to requests. Now today (1-12-23) I have been told by the customer service department (not consumer affairs) that the credit expired and refund will not be approved. Consumer affairs has still not replied and I still do not know if they ever received my requests. All customer service representatives have referred me back to the website submit a request option and have not provided any other method for communication. My credit was worth $2585.92. In conclusion, the airline could not provide the service I paid for and has not refunded the money I paid. Please see attachments that show the expiration date of flight credit, amount of credit and picture of Hawaiian airlines website request prior to one of my many submissions in December to show that my requests started prior to the expiration date.

  Business Response

  Date: 01/19/2023

  Message From Consumer Affairs
  1/19/2023 - Case: CN-01875476
  
  ********************* - ********************
  1732178353299 WALL/******
  1732178353300 HYATT/*******
  
  Aloha  Ms. Wall,
  
  The Hawaiian Airlines *********************** has been contacted by the Better Business Bureau regarding your unused tickets.  We are sorry that we did not receive your initial inquiries through our customer contact web page.  However, we located your direct email to Consumer Affairs email on January 12, 2023, and this BBB inquiry also was received on January 12, 2023.
  
  As a courtesy, we are refunding the above tickets back to the credit card ending with 3592. Please allow our ***************** some time to process the request. The refund should appear on your next statement or the one thereafter.
   
  If the credit card was closed after the booking of your travels, please contact the credit card provider directly.  Hawaiian Airlines and the credit card companies have procedures in place to protect customers from any fraudulent activity.  All refunds must go back to the credit card used for the transaction.  You can advise the credit card provider of the refund from Hawaiian Airlines, and they will be able to assist you further.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 01/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However I would appreciate an update to your system requiring a confirmation of receipt of request or communication attempt for those customers  who are sending correspondence (such as with a confirmation number or email confirmation). 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18728771
  
  I am rejecting this response because: The resolution agreed upon per the message sent by Hawaiian Airlines *********************** on 1/19/23 Hawaiian Airlines # CN-******** has not been followed through by Hawaiian Airlines (they did not refund the money for the plane tickets). I have not received any new communication from them either and my attempts by phone have failed. Would you please contact them again and ask them to please expedite the refund as this has been long overdue and I would greatly appreciate putting this matter behind me.  
  

  
  

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

  Business Response

  Date: 02/08/2023

  Message From Consumer Affairs
  2/8/2023 - Case: CN-01875476
  
  ********************* - ********************
  ************* WALL/******
  ************* HYATT/*******
  
  Aloha ************,
  
  We apologize for the delay in your refund.  ********************** has since notified us that your refund was processed and will be on your next credit card statement or the one thereafter, as we do not know your billing cycle for your credit card statements.  You may check with your credit card provider directly. 
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

  Customer Answer

  Date: 02/13/2023

   
  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:01/11/2023

  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.

  On 6/22/22, my mother and I arrived at our destination (flight **************** to discover that all the checked bags from ** to *** got lost halfway. We made call after call with customer service, only to be put on hold for hours each time. According to Rule 20B of the Hawaiian Airlines Contract of Carriage, it is expected that the airline compensates for the basic necessities that we had to buy for our travels (shoes, clothes, toiletries), which totaled about $1,00.61 for three days, not including the $237.32 reservation that we had to cancel. I have sent about 2 emails and made about a dozen phone calls for the last couple of months to no avail. After I was put on hold for 6 hours, I gave up trying to deal with them. It's ***************** time.

  Business Response

  Date: 01/19/2023

  Message From Consumer Affairs
  1/19/2023 - Case: CN-01877126
  
  ******************* - ***********************
  
  Confirmation Code: URGUOC
  Traveler: ******************* (ticket #*************)
  
  Confirmation Code: FQKBWT
  Traveler: ********************** (ticket #*************)
  
  Aloha ************,
  
  Your request has been in review and we truly appreciate your patience while awaiting our reply.
  
  We're very sorry to hear about the problems you encountered with your baggage upon your arrival at the *************** following your Hawaiian Airlines flight 459 on 06/21/2022.  The situation you described is not the customer service standards we strive to maintain.  We want our guests to receive the outstanding customer service they deserve each time they travel with us and theres never an acceptable excuse when you receive poor service.  We're glad to learn that your baggage was safely delivered to you on 06/25/2022.
  
  Our ******************************* advised us that no communication had been received from you or Mom regarding your claim for a refund up to this point.  They confirmed sending you an email message and you responded with the paid receipts that you would like Hawaiian Airlines to consider for reimbursement.  From this point, you will work with their office regarding this claim.  In case you need it for your records, you can reach our *************** Services team by phone at ************, daily from 8:00 a.m. to 4:30 p.m. (****** Standard Time), seven days a week, including holidays.
  
  We're sorry that you needed to file a complaint with the ****** Better Business Bureau to hear back from us.  Going forward, if you need to reach us regarding a concern or to provide us with feedback, please feel free to send us a message by clicking on the Contact Us link at hawaiianairlines.com, then scroll down and click on Send Us an Email next to the Email option.  Our Reservations team is also available to provide customer service toll-free by phone (within the U.S. and ******) at ****************** hours a day, seven days a week.
  
  We sincerely thank you for choosing to travel with Hawaiian Airlines and look forward to providing you and Mom with a more pleasant experience the next time you fly with us.
  
  With warm regards, ****
  
  *********************
  Resolution Coordinator
  Consumer Affairs
  

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18725372
  
  I am rejecting this response because: This advice was essentially useless. I had already explained that I attempted to solve this matter with *************** Services multiple times through phone and email, only to be ignored and put on hold for hours. To recommend reaching them again using the same methods is not the kind of response I was expecting. Since they already have a record of my objection and receipts through email, I would like to receive a reply from them as soon as possible to solve this matter.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/11/2023

  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.

  Airfare booked on Cheapo Air with Hawaiian Airlines, ******* to ******** and connecting to ******** ** Hawaiian Air refused to correct a first name on billing.Ticket name *********************** Passport ********************************** for flight and they would not take a correction from me or Cheapo Air direct causing a travel cancellation Flight 79, ******* to ******** and connecting to ******** ** Flight 445 Received a refund from Cheapo Air, still need air travel to ********.

  Business Response

  Date: 01/19/2023

  ***************************** - ************************
  RE: *******/*******/*******
  
  Aloha Mr. *******,
  
  Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, I'm sorry to learn that you were unable to check in for your flight in *******. As customers, you're our valued guests so there's never an acceptable excuse when you receive poor service.  
  
  The TSA requires that the name on your ticket match the name on your government-issued travel documents. All travelers, including infants and children, must have a valid passport when traveling internationally. Since your ticket was booked through a third party, they will be responsible for making any changes to your tickets.
  
  As a one time courtesy, we've authorized a refund of your tickets. Please contact your travel agency directly and provide them with waiver code CN01875716 so they can process your refunds through their system. Your ticket numbers are 1737906492386 and 1737906492387.      
  
  ******************, we thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  

• Initial Complaint

  Date:01/06/2023

  Type:Order 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 don't know if there is still a record but follow up on CN-********. On Dec 12th, 2022, received a message from *************************** from *********************** who stated a refund check would be expeditated and would be given updates as things progress. Well almost a month later, no update, no refund.If you do not have a record, On September 9th, received email from this airline that a refund check for my credit on file would be sent. "Our ********************* has advised that your refunds back to the credit card ending in **** has been rejected. Can you please provide ** with a current ************* mailing address so that we may process a refund check to you.******,*************************** Hawaiian Airlines" Contacted BBB last month and then received a message as appeared from above. This is getting frustrating as this refund is stalling me from purchasing new airfare as we plan to fly this airline this coming in May. If the airline would allow me to use balance on file towards new airfare and then issue a refund if there is a remaining balance.

  Business Response

  Date: 01/20/2023

  Aloha **************, 
  
  Happy New Year! This is to acknowledge that we received your complaint from the Better Business Bureau (BBB). Thank you for your patience while waiting for my reply. My apologies for the delay as I just returned from vacation. 
  
  I reached out to our accounting team. Unfortunately they missed the refund request for ticket ************* (*********: *********************). They expedited processing and the check will go out in the mail today: 
  
  Payable to: *******************;
  308 *****************
  ***********. 06370

  
  **************, on behalf of Hawaiian Airlines, we are truly sorry for this oversight. We appreciate and thank you for your patience and understanding. 
  
  Warm aloha, 
  Juliana 

  Customer Answer

  Date: 01/23/2023

   
  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:01/06/2023

  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.

  I purchased two, round trip tickets on August 3rd, 2022 flying from *************** to **************** on December 16, 2022 and returning *************** 23, 2022. I purchased Extra Comfort seats, which included an added fee, and also purchased trip insurance for a grand total of $1,643.00.On December 7, 2022, I decided to upgrade my tickets to first class through text. I asked the representative assisting me with the upgrade if we could apply what was spent on the previous tickets as credit for the upgraded tickets. The representative said that they were not able to apply the credit to the transaction, but I could request a refund and provided me with ticket reference numbers.I proceeded with the upgrades under the expectation that I could receive a refund for the cost of the previous tickets given that the representative did not tell me I could not receive a refund and provided me with the information to request the refund.However, Ive attempted to email, chat, and call for the refund, but every representative just states that the tickets are non-refundable. I paid $2,284.24 for each upgraded ticket. My understanding is that as of now, *** paid for 4 total seats, and dispute being told I could request a refund, representatives have simply said theyre non-refundable despite having been told I could request a refund and given the necessary information to do so.

  Business Response

  Date: 01/11/2023

  ********************* ****** - ***************************
  RE: *************************/****, *********/*****
  
  Aloha ****************,
  
  Thank you for your patience with our response to you. We've received your message to the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn that you were unable to take advantage of your Extra Comfort seats from *******. 
  
  In recognition of your First Class upgrade and flight change to *************, we'll be refunding the Extra Comfort upgrades, $99 and $108 back to the card ending in 2669. We will make every effort to process refunds within seven business days. The refunds will be reflected on your next credit statement.
  
  ****************, we thank you again for choosing Hawaiian Airlines and we hope that you had a wonderful time on Oahu.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 01/14/2023

   
  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. They have refunded the difference.
  
  Sincerely,
  
  ********************* ******