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:01/05/2023

  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 have been over charged by $676.00 for extra comfort seats and I have been dealing with this problem since 12/14/22. Every rep I talk to gives me a different answer and there is no supervisor to talk to. I am filing a complaint as I want my refund back and Im tired of their customer care incompetence and want my refund asap. Im tired of being told 7 business days, i need help with this problem please. Even though on the reply email is says 12/24, i have been dealing with this since 12/14 and the 4th person I talked to tells me the refund request was never put into the queue so he will make sure it gets attended to however I have a email showing otherwise.

  Customer Answer

  Date: 01/18/2023

  Hi,

   

  No one ever replied to me Hawaiian Airlines but my refund came through this morning on my credit card so I believe my request has been satisfied from Hawaiian Airlines. I am writing you per the guidelines I read from BBB email originally. 

   

  Thank you 

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

• Initial Complaint

  Date:01/05/2023

  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 have tried to unsubscribe from the Hawaiian Airlines' email list multiple times, and I am still receiving their emails. It has reached the point that it feels like harassment. No matter how many times I try to update my email preferences, I still get their emails and seem to be unable to unsubscribe. I would just like to stop receiving their emails, and be completely removed from their email list, but for some reason that is not an easy process. Email Address They Have: *******************

  Business Response

  Date: 01/20/2023

  Message From Consumer Affairs
  1/20/2023 - Case: CN-01876917
  
  **** ********* - **********************
  
  Ms. **** *********
  ************************************************************* 90745
  ***
  
  **************************** The Hawaiian Airlines *********************** has received your inquiry from the Better Business Bureau (BBB) regarding your opt-out from our email.
  
  We have forwarded your inquiry to all of our departments to take you off our emailing system.  Please allow 2 - 3 weeks for this to be completed.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:01/04/2023

  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 flight was canceled by Hawaiian Airlines with very little notice and it took many hours with a customer service agent to issue a refund. Finally, my itinerary (ITIVSX) was refunded for $777.33. I spoke to an agent and this was initiated on December 20, 2022, however, my credit card still has not been refunded despite Hawaiian Airlines stating that their system says the refund has been processed. The reference number given was *************. Hawaiian Airlines asked me to contact my credit card company, which I did, but the credit card company cannot do anything without seeing any pending refunds. The reference number provided is useless. Where is this $777.33? I asked the Hawaiian Airlines customer service agent to check with the ********************** but she refused to do so, and kept on saying the refund has been issued (when it has not). Someone from Hawaiian Airlines needs to confirm with the ********************* that this amount is not sitting in limbo somewhere. I do not want further travel credit. I would like this refunded immediately to my credit card successfully or to be issued a check refund. Otherwise, this airline is scamming customers by appearing to look like a refund has been made in their system while it actually was not issued.

  Business Response

  Date: 01/18/2023

  Message From Consumer Affairs
  1/18/2023 - Case: CN-01872714
  
  ********************************************************
  1732190827049 - **/******
  
  Aloha ********,
  
  The Hawaiian Airlines *********************** has been contacted by the Better Business Bureau and we have also located your ********************* inquiry.
  
  Upon our investigation, we show that the ticket above was refunded $777.33 back to credit card ****, and the refund shows it was processed on December 21, 2022.  The ****************** has given us the Acquired Reference Number (***), which is the electronic transfer information from Hawaiian Airlines to your credit card provider.  Please contact your credit card provider and give them the *** below, and they should be able to locate the refund from Hawaiian Airlines.
  
  *** #: 55417342356873562940574
  CC: ****
  Ticket number: 1732190827049
  Amount: $777.33
  Processed: 12/22/2022
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18684661
  
  I am rejecting this response because: Refunding the entire amount of $777.33 to the credit card ending in ***** was processed incorrectly, because the initial charge of $707.20 was charged to *****, and the fare difference $70.13 was charged to *****.  Since the itinerary was canceled, everything needs to be refunded back to the method of original payment: $707.20 back to ***** and $70.13 back to *****.  The ***** card was a corporate card that is expired, canceled, and I no longer have access to; if you are still able to refund to that card, that's great.  However, the ***** is my personal credit card and I need the $70.13 back to that card.  Hope this explanation makes sense.  You cannot be charging $77.13 on ***** and then refunding that to *****.  Please make this accounting correction as this is Hawaiian Airlines's fault.  I do not have any contact information for the ***** corporate card and it is not my responsibility to chase this error made by Hawaiian Airlines.  In fact, the receipt your provided for me states that the refund was to ***** not *****.
  
  Sincerely,
  
  *****************

  
  

  Business Response

  Date: 01/25/2023

  Message From Consumer Affairs
  1/25/2023 - Case: CN-01872714
  
  ********************************************************
  
  Aloha ********,
  
  We are sorry for the displeasure with your inquiry through BBB. Your initial inquiry was for the refund of your ticket, which was completed. 
  
  We are sorry that our *********************** and ****************** refunded only one credit card.  We will need your authorization to recharge your credit card for the full amount of the ticket again and then have our ****************** refund the correct credit cards used.
  
  Please reply to this email with your authorization to recharge the credit card that was refunded.  Once we receive this we will be able to complete the refund to the correct credit cards used.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18684661
  
  As I mentioned before, the credit card ending in ***** is a corporate card and I don't believe it is still valid.  If Hawaiian Airlines is able to process a charge of $777.33 to correct the initial incorrect refund of $777.33, then you can do so.  Ultimately, please make sure to issue the refund for the correct amount of ***$70.13 back to ******** and ***$707.20 back to ********  
  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/06/2023

  Message From Consumer Affairs
  2/6/2023 - Case: ***01872714
  
  ***************** - ******************
  
  Aloha Ms. **,
  
  Thank you for your reply.  Our refunds department has reviewed the credit card and we are unable to recharge the credit card.  Also, they have informed us that your company could have refunded you directly without our knowledge.
  
  As a one-time courtesy, we have authorized the refund of your $70.13.  Please reply to the email address ************************************************************************ and the ***01872714 with the completed bank information below or if you would prefer a check, please provide your current address.
  
  Account Beneficiary Name:
  Beneficiary Address:
  Beneficiary Email Address:
  Bank Name:
  **** Number:
  Bank Account Number:
  
  *Please note: *** numbers for deposits may differ from *** numbers for wire transfers. Please verify with your bank the *** number specifically required for ACH deposits.  Please ensure that the information is correct, or it may cause delays in your refund.
  
  We look forward to hearing from you soon.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18684661
  
  My previous company has not provided any refunds to me, as I no longer work for that company.  Please send me a refund by check.  Address is below:
  

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

  544 Virginia Ave.

  *********, ** 94402

  Please let me know when to expect this refund and I will close this BBB complaint.

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

  Business Response

  Date: 02/16/2023

  From:************************************************************************
  Sent:2/10/2023 8:28 AM
  To:******************
  Subject:RE: [NON-HA] CN-01872714
  
  Message From Consumer Affairs
  2/10/2023 - Case: CN-01872714
  
  ********************************************************
  
  Aloha ********,
  
  We have forwarded your address and the amount of $70.13 to our ****************** to process your check.  Please allow 3 - 4 weeks for you to receive your refund check in the mail.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 18684661
  
  I do not want to close this complaint until I actually receive the refund.
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 03/15/2023

  Yes, I received the refund.  Thanks.

• Initial Complaint

  Date:01/04/2023

  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.

  My baggage was damaged during my flight from ******** to ***. I filed a complaint to the airline but nobody responded to my email despite that a representative filled out a form for me at the airport already. I asked for a full refund of my ticket and the price of my luggage and I hope that the airline can compensate for my loss.I have uploaded the picture for the damaged luggage and the form here. Thanks.

  Business Response

  Date: 01/04/2023

  *********************** - ********************
  RE: ZOU/********, JI/YUEFAN
  
  Aloha **********,
  
  Your message to the BBB was received and on behalf of Hawaiian Airlines, I'm sorry to learn about your damaged baggage.  As First Class passengers, you are our valued guests, so theres never an acceptable excuse when you receive poor service.
  
  To resolve your issue, we have forwarded your case to our ************************************ 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. Please have your baggage irregularity report available for faster processing.
  
  **********, we thank you again for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:12/29/2022

  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.

  On Oct. 2nd, 2022 I flew on Hawaiian Airlines on flight HA35 from *** to ***. I checked three bags and was charged $150 for the third bag. When I arrived in ********, one of my bags was missing so I filed a claim to locate it (Claim #**********.)After over a week with no sign of the bag, no contact or help from Hawaiian Airlines, and a great deal of time and effort spent waiting on the phone with HA ****************** and *** Airport, I requested compensation for the items packed in the bag. Im an avid crafter and was moving permanently to ****** with all my crafting supplies packed in the bag that was lost ($3,100 worth of materials proven with receipts). Upon filing the claim, I immediately received an email stating that Hawaiian Airlines would not compensate me single dollar for the contents of my luggage or the $150 I paid to check a third bag. Instead, I was sent a link to a page listing items that are exempt from compensation with no further explanation.From the link, it seems that the vast majority of my crafting supplies (base metal gold plated chain and pearls that cost $8 a piece) should have been covered. As there was no actual clarification, Im guessing that it was decided by HA that my crafting supplies fell under the Precious Metals and Gemstones exemption. I dont see how its reasonable to categorize base metal chain that costs $3.88 per foot, base metal findings that cost about 15 cents each, and pearls that cost $8 a piece as precious. You literally cant even buy a sandwich at the airport for $8.The reason my crafting supplies added up to $3100 ($700 below the $3800 maximum covered) is not because they were precious or unreasonably valuable to check in luggage - it was simply because I was carrying a large quantity of them.I believe its only fair that Hawaiian Airlines take responsibility for losing the bag and compensate me for the $3,100 of personal belongings that they lost along with the $150 I paid to check the bag.

  Business Response

  Date: 01/23/2023

  Customers claim for lost or damaged items was denied pursuant to the Hawaiian Airlines Domestic Contract of Carriage which lists "precious metals/stones" as an item excluded from liability (Rule 20. B. 1. k. xxv.) A reasonable person would consider gold plated chain and pearls as precious metals or stones. The claim was therefore denied.

  Customer Answer

  Date: 01/29/2023

   
  Complaint: 18657431
  
  I am rejecting this response because:
  

  Frankly, its shocking that it is legal for Hawaiian Airlines to refuse to cover my personal possessions that they lost (on a direct flight), within their reasonable $3,700 limit :
  
  
  1 - The content of the bag shouldn't matter  - it is under the $3,700 limit. Any reasonable person would say it is unreasonable and unfair that if I had checked a $3100 pair of Louis ******* boots they would be covered but crafting materials worth under $8 per piece are not.
  
  
  2 - Any reasonable person would not consider base metal findings to be precious metals. Base metal is literally base metal, which is different than precious metal. Precious metals are clearly defined as solid Gold, Silver, and Platinum.
  
  
  3 - What about the $150 I was charged to check the bag and the money it will cost me to replace the suitcase? Similar suitcases cost $100.

   

  According to the U.S. Deparment of Transportation,

  "Airlines are responsible for repairing or reimbursing a passenger for damaged baggage and/or its contents when the damage occurs while the bag is under the airlines control during transportation (subject to maximum limits on liabilities)."

  "Airlines are also required to refund any fees you paid the airline to transport the bag that was lost."

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

  Business Response

  Date: 02/06/2023

  1. All decisions on reimbursement for lost or damaged items were made pursuant to the Hawaiian Airlines Domestic Contract of Carriage

  2. Items listed in invoices provided by the customer were listed as gold, silver, or ****** and therefore considered precious. 

  3. Baggage fee should have been refunded and will be considered. Suitcase was not listed in the itemized section of the Proof of Loss state and therefore was not considered for refund. 

• Initial Complaint

  Date:12/27/2022

  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.

  - 4 flights scheduled for 12/19/22 (confirmation code - VCUZDU) for a total of $1758.00.- 12/5/22 via email I was told that these flights could be cancelled for credit that must be used by 2/22/23.- 12/12/22 via email I told Hawaiian Airlines to cancel my flights without credit and to send me verification that this occurred.- 12/13/22 via email I was told that my flights were cancelled and converted into a travel credit.- 12/14/22 (via email) and 12/16/22 (via phone) I told Hawaiian Airlines they never received my permission or instructions to cancel the flights for credit; I told them I am refusing the credits so please correct this and send me verification - 12/17/22 via email I received another confirmation of cancellation with credits.- 12/19/22 via email I again told Hawaiian Airlines they never received my permission for flight cancellation with credits; please take the credits back and send me proof of cancellation without credits - 12/25/22 via email I was told that the flights are non-refundable so can only cancel the flights and provide travel credits.- 12/25/22 I told Hawaiian Airlines that I understand the flights are nonrefundable; I don't want a refund and I don't want credits; the flights were cancelled without my permission take back the credits and send me verification of cancelled flights without credits

  Business Response

  Date: 12/28/2022

  ******************* - *************************
  RE: *****/****/*****/******/*****
  
  Aloha **************,
  
  We've received your message from the BBB. On behalf of Hawaiian Airlines, I'm sorry to learn that you were unable to use your tickets to Maui. 
  
  This letter is to confirm that your tickets 1732186604589, 1732186604590, 1732186604591, and 1732186604592 are non-refundable and non-transferable. Hawaiian Airlines has not issued any refund for your tickets and the tickets will expire in our system on February 26, 2023. Once expired, no credit will exist. Due to system restrictions, we're unable to cancel the credit prior to the ticket expiration date.  
  
  **************, if you have any other questions, please let us know. Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18646894
  
  I am rejecting this response because: I did not give permission for the flight to be cancelled with credits.  If I had known that it was not going to be possible to cancel without credits then we would have never cancelled the flight.  Definitely would have preferred to use the flight then lose the purchase price and be given credits that we are unable to find time to use.  I gave permission for the flight to be cancelled without credits and then the next communication I received from the airline was that the flight had been cancelled with credits.  We cancelled and refused credits... no permission was given for any other scenario.  If the flight can be cancelled without credits then I can pursue reimbursement through the insurance we purchased. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/27/2022

  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 flight departing at 1:40pm was expectedly delayed due to a storm. It was delayed 3 more times before we were flown out on 12/20 at 2am. Even then, we didn't reach our final destination. Instead, we were diverted to *** with the empty promise that a fresh crew would be there to take us to ***. A crew was NOT available, and we were forced into an overnight layover, pending crew availability. With a 20 minute flight from Maui to Oahu, Hawaiian Airlines knew no crew was available and chose not to communicate that with us or cancel the flight altogether. We had no choice but to sleep at the airport on the floor with our infant. Even then, our flight CONTINUED to be delayed. Throughout this experience, the Hawaiian Airlines staff at the *** and *** airports were inadequately staffed and poorly informed. Hawaiian Airliness showed no respect for our time and strung us along with their dishonesty and empty promises with little to no compensation. Multiple airlines had successful arrivals and departures at both airports with no issues; Hawaiian Airlines continued to push for weather-related delays to avoid providing us with food, hotel, and transportation vouchers. The blatant truth was that our flight was delayed due to Hawaiian Airlines inadequate staffing and lack of communication. Hawaiian Airlines held us hostage. They refused to surrender our checked bags to us; we couldn't choose a different flight since we needed the car seat. Furthermore, we did not want the added financial hardship of purchasing another flight for our family out of pocket. This left us with no choice but to continue on with Hawaiian Airlines. Hawaiian Airlines lacked proper communication and strung us along with empty promises. They used the weather as a scapegoat to avoid providing us with basic necessities such as food and appropriate shelter, forcing us to pay out of pocket. I want a refund for my flight and all the additional expenses incurred due to the airlines negligence.

  Business Response

  Date: 01/11/2023

  From: Hawaiian Airlines: *********************** (*************************************************************************
  To: ******************
  Subject: Hawaiian Airlines, *********************** - CN-01868051
  Date: 1/11/2023 7:21 AM
  Body:
   Aloha **************,
  
  This is to acknowledge that your complaint to the Better Business Bureau has been received by our office for a response.  Please see our email communication with you below
  
  ******,
  ***************************
  Hawaiian Airlines
  
  From:************************************************************************
  Sent:1/6/2023 11:26 AM
  To:******************
  Subject:RE: [NON-HA] Re: Hawaiian Airlines, *********************** - CN-01868051
  
   Aloha **************,
  
  This is to acknowledge that your letter to the Better Business Bureau has been received by our office for a response.  
  
  Thank you also for providing your mailing address so that we're able to issue you a reimbursement check in the amount of $80.53.  Please allow three to four weeks for processing.  This check will be sent to:
  
  ***********************
  520 ******************.
  *********** **, 91792
  
  Mahalo,
  ***************************
  Hawaiian Airlines
  
  From:******************
  Sent:12/28/2022 8:39 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, *********************** - CN-01868051
  
  CAUTION: External Sender
  Report suspicious messages to ********************************
  ? ?
  
  
  Good morning, ********
  
  Thank you for your prompt reply and working with us to resolve this issue. While I understand the safety of your staff and guests is of your highest priority, I do hope that this experience will prevent history from repeating itself in the future. 
   
  We thank you for compensating us with travel credit and a reimbursement. The check can be mailed to **********************************************************************. We also ask if it is possible to receive travel credit that does not expire.
  
  Thank you.
  ****************************
  
  On Dec 27, 2022, at 17:16, Hawaiian Airlines: *********************** <************************************************************************> wrote:
   
  ?Message From Consumer Affairs
  12/27/2022 - Case: CN-01868051
  *********************** - ******************
  *****/*********************/*****
  
  Aloha **************,
  
  Your letter to *********************** and ***************************** has been reviewed by them and forwarded to our office for a response on their behalf.
  
  On behalf of Hawaiian Airlines, please accept our sincerest apologies for the delay of your Hawaiian Airlines flight from ******* to *********** on December 19, 2022.  I understand that you were inconvenienced by our delay and take that very 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.  Your experience will be shared with our management team, and as we continue to look for ways to improve the quality of 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.  As a courtesy due to the additional issues 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 each of your travel credits, we will are able to issue you a reimbursement check in the amount of $80.53.  Please provide us with your current mailing address by replying to this email.  Once we hear back from you, we will be able to continue with your case.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***************************
  Senior Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:12/27/2022

  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.

  Our flight departing at 1:40pm was expectedly delayed due to a storm. It was delayed 3 more times before we were flown out on 12/20 at 2am. Even then, we didn't reach our final destination. Instead, we were diverted to *** with the empty promise that a fresh crew would be there to take us to ***. A crew was NOT available, and we were forced into an overnight layover, pending crew availability. With a 20 minute flight from Maui to Oahu, Hawaiian Airlines knew no crew was available and chose not to communicate that with us or cancel the flight altogether. We had no choice but to sleep at the airport on the floor with our infant. Even then, our flight CONTINUED to be delayed.Throughout this experience, the Hawaiian Airlines staff at the *** and *** airports were inadequately staffed and poorly informed. Hawaiian Airliness showed no respect for our time and strung us along with their dishonesty and empty promises with little to no compensation. Multiple airlines had successful arrivals and departures at both airports with no issues; Hawaiian Airlines continued to push for weather-related delays to avoid providing us with food, hotel, and transportation vouchers. The blatant truth was that our flight was delayed due to Hawaiian Airlines inadequate staffing and lack of communication.Hawaiian Airlines held us hostage. They refused to surrender our checked bags to us; we couldn't choose a different flight since we needed the car seat. Furthermore, we did not want the added financial hardship of purchasing another flight for our family out of pocket. This left us with no choice but to continue on with Hawaiian Airlines.Hawaiian Airlines lacked proper communication and strung us along with empty promises. They used the weather as a scapegoat to avoid providing us with basic necessities such as food and appropriate shelter, forcing us to pay out of pocket. I want a refund for all the additional expenses incurred due to the airlines negligence.

  Business Response

  Date: 01/06/2023

  Aloha **************,
  
  This is to acknowledge that your letter to the Better Business Bureau has been received by our office for a response.  
  
  Thank you also for providing your mailing address so that we're able to issue you a reimbursement check in the amount of $80.53.  Please allow three to four weeks for processing.  This check will be sent to:
  
  ***********************
  520 ******************.
  *********** **, 91792
  
  Mahalo,
  ***************************
  Hawaiian Airlines
  
  From:******************
  Sent:12/28/2022 8:39 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, ************************* CN-01868051
  
  CAUTION: External Sender
  Report suspicious messages to ********************************
  ? ?
  
  
  Good morning, ********
  
  Thank you for your prompt reply and working with us to resolve this issue. While I understand the safety of your staff and guests is of your highest priority, I do hope that this experience will prevent history from repeating itself in the future. 
   
  We thank you for compensating us with travel credit and a reimbursement. The check can be mailed to **********************************************************************. We also ask if it is possible to receive travel credit that does not expire.
  
  Thank you.
  ****************************
  
  On Dec 27, 2022, at 17:16, Hawaiian Airlines: *********************** <************************************************************************> wrote:
   
  ?Message From Consumer Affairs
  12/27/2022 - Case: CN-01868051
  *********************** - ******************
  *****/*********************/*****
  
  Aloha **************,
  
  Your letter to *********************** and ***************************** has been reviewed by them and forwarded to our office for a response on their behalf.
  
  On behalf of Hawaiian Airlines, please accept our sincerest apologies for the delay of your Hawaiian Airlines flight from ******* to *********** on December 19, 2022.  I understand that you were inconvenienced by our delay and take that very 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.  Your experience will be shared with our management team, and as we continue to look for ways to improve the quality of 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.  As a courtesy due to the additional issues 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 each of your travel credits, we will are able to issue you a reimbursement check in the amount of $80.53.  Please provide us with your current mailing address by replying to this email.  Once we hear back from you, we will be able to continue with your case.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***************************
  Senior Resolution Coordinator
  Hawaiian Airlines, ***********************
  

• Initial Complaint

  Date:12/22/2022

  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.

  Our flight HA42 from *** to *** was cancelled 12/18/22 after we waited over 9 hours in the airport with no information from Hawaiian Airlines. During this time, numerous flights took off for ************* that we *could* have booked if Hawaiian airlines had their act together. We ended up having to book United Flight UA1557 at our own expense because there were only 2 agents assisting hundreds of folks with rescheduling flights and we had to get home for work and to get our dog from the kennel. The new flights cost us $457.00. Our luggage is also missing since we couldnt speak to Hawaiian airline agent before boarding the United flight. *** spent over two hours on hold trying to get a refund for the new tickets we had to buy after our flight was cancelled. I was finally told to submit a request via *** for the refund and to speak to central baggage services. I submitted the *** request but have not received a refund (incident # ******-000625). Ive been on hold AGAIN for over ONE HOUR today 12/22/22 waiting for someone at central baggage to help me get my bag. No one is answering the phones. This is absurd and I expect more as a consumer, specifically because I paid a baggage fee! My original booking confirmation WEIBTA. Cancelled flight HA42 ticket numbers ************* and *************. Baggage # HA737376. Please refund the cost of my new United airline tickets $475 and help me get my single luggage shipped to my home address for free.

  Business Response

  Date: 12/23/2022

  *********************** - **************************
  RE: ******/*****, ******/******
  
  Aloha ****************,
  
  We've received your letter from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn that you were unable to travel to *************. While we constantly strive to maintain our high standards for on-time performance and excellent customer service, we recognize that we didnt deliver performance in line with these standards. 
  
  It certainly has been a challenging time in our operations and we're concerned that there weren't enough agents to accommodate our guests in a timelier manner. We need to get better and we've shared your feedback with our Maui Airport Managers for their review to improve our services.
  
  In recognition of the weather cancellation, we'll be refunding our flight 42 Maui-************* segment back to the card ending in ********************************************** ****. We will make every effort to process refunds within seven business days. All refunds will be reflected on your next credit statement. We also see that you've been in contact with our ********************* Office regarding your home address for your baggage delivery. 
  
  ****************, we thank you again for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  

• Initial Complaint

  Date:12/20/2022

  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.

  On the night of 12/17, I used Hawaiian airline official website to purchase a ticket for a 4 day trip. It showed a round-trip Main Cabin fare of $780. I then selected the ticket, chose my seats, and after that, it asked me if I wanted to add a hotel for $166 per nights, $500 in total. I then selected the hotel, and the check out amount changed to $1280. I paid the price, but the transaction page took about half an hour to clear, and said the ticket will be issued when ready. Since it was late, I wait till next day and finally found the reservation in email. However, it did not list how much was for the flight and how much was for the hotel. Even worse, it did not attach my Hawaiian frequent flyer number, nor a flight confirmation code. I then checked the receipt on Hawaiian airlines website, but it was unavailable and asked me to try again later. I tried several times that day without avail, and tried again the next day, at that point I was very upset and called the customer service. Then they were able to find the flight confirmation code, and resent me the reservation, but still no receipt of the flight nor hotel. I then used the flight confirmation code, and found out it was Main Cabin Basic fare, not Main Cabin, and I called again to ask what happened. They then told me it was a system issue, and they actually booked me a Main Cabin Basic flight with $690 and a hotel with $590. I asked if I could add more cash and make it a Main Cabin flight, as the lower fare ticket has many restrictions. They told me they could not do anything. They said they were Hawaiian Vacation (which has the same **** as Hawaiian airlines), and asked me to call Hawaiian airline, I did. But Hawaiian airline relayed me to another number, which was Expedia. And Expedia told me to call Hawaiian Vacation. I spent hours and hours going back and forth, and although Hawaiian Vacation said it appears to be a system issue, they could not do anything.

  Business Response

  Date: 01/03/2023

  1/3/2023 - Case: CN-01868599
  BBB #********
  
  ********************* - *********************
  
  Aloha Mr.  ***,
  
  We received your complaint from the Better Business Bureau on December 20. We apologize for the delay in responding to you. We have forwarded your comments to HA Vacation Travel Package Team. We have asked them to contact you regarding your concerns and due to your circumstances, we have authorized a full refund so that you can rebook.  In case you need to follow up with them, please call them at **************.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *******************
  
  Sr. ********** Coordinator
  Hawaiian Airlines, ***********************