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: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.

  Me and my fianc had a flight booked with Hawaiian Airlines on December 14th and 4:00 pm leaving ****. Our flight was severely delayed and we were told that we would make our connecting flight in ******** to get back home. Our flight never left on time after further delay causing us to miss our flight homes and be out of thousands of dollars for a first class ticket. We were told our bags couldnt have been shipped to us so we could potentially make our connecting flight. We had my fiancs 40th birthday party planned the next evening and the next flight out wasnt until Friday evening. We then had to cancel those plans and the airlines had the audacity to try to provide a $200 voucher and a dingy hotel to stay at for the inconvenience. We spent money to stay at a nicer hotel because the accommodations were unacceptable. This has caused my fianc to feel as though his birthday celebration trip became a nightmare. Im disappointed and want accommodations for this inconvenience

  Business Response

  Date: 12/21/2022

  Message From Consumer Affairs
  12/21/2022 - Case: CN-01868597
  
  ************************* - ************************
  
  ******/*******
  ******/*****
  
  Aloha Ms.  ******,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted inquiry to the Better Business Bureau regarding your recent travel experience. I'm sorry to learn that your Hawaiian Airlines Flight 387 from **** to ******** on December 14, 2022 was delayed. As a customer, you are our valued guest. I understand that you were inconvenienced by our delay, and we take that very seriously.
  
  
  I see that your flight was delayed 56 minutes due to a late arrival and a long deplaning.
  
  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.
  
  I have reviewed your case and see that no compensation was authorized for your delay, as we typically issue compensation for delays that are 6 or more hours. While this is consistent with our guidelines, I understand that this resulted in your missed connecting flight. 
  
  According to our records, you purchased separate tickets on another airline. Because your connecting flight was not purchased with your Hawaiian Airlines flight, we cannot be held responsible for you missing your connecting flight. To make sure there wont be problems with the timing of connecting flights, we recommend that passengers purchase all flight segments on one ticket (through fare) instead of purchasing separate tickets.
  
  American Airlines was contacted, however, due to availability, they were unable to accommodate you in their First Class cabin, and see that you declined seat 26B in their main cabin.
  
  As a one-time courtesy exception, although you were offered (1) night hotel accommodations, I see that you declined the offer and elected to choose you own hotel accommodations. 
  
  Hawaiian Airlines will consider reimbursement of up to $160 USD per room, for (1) night hotel accommodations.  To consider your request for reimbursement, please attach a copy of your itemized receipt for your (1) night hotel accommodations dated December 14, 2022 to your reply email, reflecting the amount paid and the form of payment used for our review. Upon receipt of your information, I will continue with your case.
  
  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...

• Initial Complaint

  Date:12/08/2022

  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 family had purchased three round trip flights from ****** to ******** on Hawaiian Air under a separate merchant with loyalty points. The charges on my credit card account representing a fourth ticket, as well as charges for upgrades to the extra comfort seating located on this travel route with Hawaiian Air. Our family had purposefully paid the extra money to be upgraded into the extra comfort seats because of the length of flight we were facing. I certainly was not expecting the absolutely atrocious and horrible experience that ensued from July 31 through the early morning hours of August 1st. My son, who is 13 years old, was experiencing some significant gastrointestinal issues. This was requiring some frequent bathroom visits, both in the airport and on the airplane. And while the first few instances of him going to that bathroom was a non-issue within our flight, a few hours into the flight there started to be lines forming for the bathrooms. When my son told me he needed to go to the bathroom again and that it was an emergency but was incredibly anxious because of the length of lines at the six bathrooms behind us, I encouraged him to go to the bathroom at the front of the plane that was not occupied and had no line. Given his presentation, I considered this bathroom trip to be urgent and emergent. My son went to the bathroom at the front of the plane, where he was promptly turned around by a flight attendant. While I watched this interaction from my seat (row 11), I was unaware of what the flight attendant said until he returned to me saying that she had told him there was not a bathroom at the front of the plane. While I have no idea what purpose lying serves to a 13 year old, I am appalled and shocked that this was happening. My son returned to wait in line, with tears in his eyes, fearing he would have an accident on the plane, given the state of his stomach. When another flight attendant was coming through the aisles of the plane, I asked her, Is there a bathroom at the front of the plane? The flight attendant replied Yes, is there a problem? I replied, Yes, as a matter of fact there is a problem. I then went on to explain that my son was having some stomach trouble, all bathrooms behind us were occupied with lines, and the bathroom at the front of the plane was unoccupied. The flight attendant then said, That bathroom is for first class passengers only. I replied But this was an emergency. The flight attendant replied, But that is our policy, there are other bathrooms on the plane. I replied, But he is 13 years old and in need of a bathroom, given his stomach issues and all the other bathrooms had lines. The flight attendant again reiterated, That bathroom is for first class passengers only. I replied Sure. She said, Excuse me? in an aggressive tone. I replied, Ok, sure in a matching tone. The flight attendant then proceeded to put her hand on my shoulder. And while I cannot interpret or make assumptions about the intent of the flight attendant putting her hands on me, our exchange was not a cordial one. There is never a time where it is appropriate that anyone would lay their hands on me, she did not have permission and it certainly was not welcome. Further, what would have happened if I had put my hands on her? I believe we would be having a very different conversation. Let me reiterate there is NEVER a time when any human should be putting their hands on another human without permission, especially in a situation such as this. I am appalled at this flight attendants abhorrent behavior. This week, as I have contemplated my next steps in what I would do with this particular issue, I researched your company, your website and your policies. There is nowhere in your company policy that states that bathrooms at the front of the plane are for first class passengers only. Imagine my anger, disappointment and utter outrage when I found out that, after speaking to a customer service agent, he, too, cannot find this policy anywhere in your companys written statements. That is because no such policy exists, it may be an unspoken policy, but certainly not one that is formalized in any manual that either I had access to or the customer service representative I spoke to on Friday, Aug 5, 2022. Not only was this flight attendants behavior so far out of line, inappropriate and unlawful, they blatantly lied to both me and my son during an emergency situation, where any decent human would recognize a bathroom was not just a necessity, it was so urgent and essential that my sons basic human rights were denied. Going to a bathroom should never be questioned and certainly not under these circumstances. The incident that happened after that between myself and the flight attendant was deplorable and a sad day for your company, not to mention illegal. Approximately an hour later, as my son needed to rest, he attempted to recline his seat (11D), only to find out his seat would not recline. We contacted a flight attendant and she informed us that there was nothing they could do for the seat, it was broken and she was Sorry. She did make an effort to get the seat to recline, only to be unable to do so. We asked if there was any place else my son could lay down or a different seat to recline in, as it was already well established he was feeling unwell. The flight attendant replied, No, this is a completely full flight. I would like to point out that we were aware of at least one seat in first class that was not occupied. And again, I am aware of policies and rules in place that would prohibit movement of seats in-flight, this was an exception. We had not only paid for the extra comfort seating, we expected the service we paid for to be delivered and Hawaiian Airlines to uphold the goods and services we purchased through your company. This includes a seat that functions as advertised and promised. This also includes Hawaiian Airlines' promised responsibility pledge on their website that they inherently bring to work a warm, welcoming culture of hookipa (Hawaiian hospitality), the hallmark of our brand promise to our guests, as well as to ourselves. This experience could not be further from the welcoming culture of hookipa.

  Business Response

  Date: 01/17/2023

  Message From Consumer Affairs
  1/17/2023 - Case: CN-01841086
  
  ********************************************************************
  ******/*****
  Sokmas/******
  ******/*****/*******
  *****************************,
  
  Please accept our sincerest apologies for the delay in our response.
  
  I'm sorry to learn about your unpleasant inflight experience on your flight from ******** to ****** due to the service received from our Inflight Crew.  As a customer, you are a valued guest, so there is never an acceptable excuse for poor service.  The experience you encountered 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. Please be assured that your feedback will be shared with our management team as we continually evaluate the areas in which we can improve the quality of our service.
  
  As a courtesy, we are issuing you are refund of your Extra Comfort Seat fees from ******** to ******.  All refunds will be processed back to the original credit card used for purchase within ten business days.
  
  For future travel with Hawaiian Airlines, please understand that it is the policy of Hawaiian Airlines, that all guests use the lavatory in their ticketed cabin.  Please accept our apologies for any inconveniences that this may have caused.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  **************
  Senior Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:12/06/2022

  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 recently got approve for a refund for confirmation code# AVOIHV. I explained to Hawaiin airlines representative and SUPERVISOR that the account the refund is going to is closed, and that Im no longer banking with that company and they refuse to do anything about it tried contacting the bank but they are saying the refund got blocked automatically and got send back to the merchant which is (Hawaiian airlines) the account has been closed for more than 90 days so theres nothing the bank can do. And Hawaiian airlines is basically DOING NOTHING. This is so frustrating because I know theres a way for me to receive the refund.

  Business Response

  Date: 12/07/2022

  Aloha ****************,
  
  Due to our Credit Card Contract Agreements and to prevent Hawaiian Airlines from fraudulent activity, we must first issue refunds to the original form of payment. If the original credit card account has been changed or closed, in many cases, the credit card bank can still accept the refund. However, in your case, we see that the refunds of your airfare tickets were recently returned to Hawaiian Airlines. As such, we are able to process your refund as a check or as an electronic deposit directly to your bank account. 
  
  Please provide us with the bank information below. If you prefer to be refunded by check, please provide a current mailing address. Note that the funds can only be refunded back to the name of the ticket holder. 
  
  Account Beneficiary Name: 
  Beneficiary Address: 
  Beneficiary Email Address: 
  Bank Name: 
  ABA Routing Number: 
  Bank Account Number:  
  
  At this time, the bank for your card ending in **** has not returned the refunds for the Extra Comfort seats. Below are the *** (Acquirer Reference Number) which traces each transaction from Hawaiian Airlines refund processor to the bank. Please work directly with your bank to inquire if they will be rejecting the refund or providing you with the payment. 
  
  Ticket: 1731504856670
  ***: 74717052336873363710489
  Amount: $198.00
  Refund Date: 12/2/22
  
  Ticket: 1731504856671
  ***: 74717052336873363710497
  Amount: $198.00
  Refund Date: 12/2/22
  
  Please let us know if you have any questions. We look forward your reply.
  
  Sincerely,
  
  *************************
  Resolution Coordinator
  Consumer Affairs

  Customer Answer

  Date: 12/07/2022

   
  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 contacted the bank they will also be rejecting the payment for extra comfort seats . I would want the refund on another card payment. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/03/2022

  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 11/16/2022, around 9:30pm Pacific Time, I was trying to made a reservation for 7 tickets on ****** Airlines website ($76.21 each, total $533.47, from *** to ***, two-way on 11/24/2022) , after I entered all the information into ****** Airlines reservation system, the system indicated something went wrong and my reservation was never completed , ****** Airlines never send me any reservation confirmation email. On the same night, I made reservation with Southwest Airlines, paid for 7 tickets for the exact same price $76.21 each. On 11/20/2022, I found out my credit card was charged for $533.47 by ****** Airlines, at 1:30pm I called ****** Airlines customer service and requested a full refund, at first, they offered me a partial refund and kept $25/each ticket as my future travel credit, I told them it was their reservation system went wrong and did not complete my order. It never send me any reservation confirmation, and I had made a purchase with Southwest Airlines. I requested a full refund and they denied my request.I have made many calls and emails to ****** Airlines Consumer Affair, and they refuse to solve the issue. I am surprised to see a major demotic airline doing such an unfair business practice and refuse to take responsibility for their own mistake. I am requesting ****** Airlines to refund me the full amount of the charge. Thanks for your help.

  Business Response

  Date: 12/05/2022

  Message From Consumer Affairs
  12/5/2022 - Case: CN-01864830
  
  ************************* - ******************
  
  ****/********/*********
  ****/***
  *****/******/*******
  ***/****
  ****/Chengran
  
  Aloha Mr.  ****,
  
  Thank you for taking the time to contact us. This is to aknowledge receipt of your submitted inquiry to the Better Business Bureau. We appreciate your patience while awaiting our response. I'm sorry to hear of the inconvenience you experienced with our website. I agree that it can be frustrating when you are unable to successfully complete your transaction and receive an error message.  Your feedback is valuable to us, and Ive shared your experience with our Website Help Desk for their review. 
  
  On November 16, 2022, our records show that tickets (JJNEPO) were purchased for your scheduled round trip travel on November 24, 2022, from **** to ********.
  
  Although your tickets are nonrefundable, as a one-time courtesy exception, as you requested, we are issuing a refund for your unused tickets, to the credit card ending in 5041. These transactions should be reflected on your next credit statement or the one thereafter.
  
  Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of payment.
  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
  

• Initial Complaint

  Date:12/03/2022

  Type:Billing 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 been flying Hawaiian Airlines for over 20 years and never had any issues. I flew flight ****************************************************** a "fucking haole". I was floored. Passengers sitting near me commented that her racism and bias was profoundly obvious. Perhaps some diversity training will benefit this angry woman. As for me, I cannot control someone else's behavior; however, I will be paying off my HA BOH credit card this month to close it and will certainly be flying alternate airlines whenever possible.

  Business Response

  Date: 12/19/2022

  Message From Consumer Affairs
  12/5/2022 - Case: CN-01865263
  
  ***************************** - **********************
  
  Aloha Ms.  ********,
  
  This is to acknowledge receipt of your submitted complaint to the Better Business Bureau. We appreciate your patience while awaiting our response. I'm sorry to learn about the poor service and inappropriate language you received from one of our flight attendants on Flight 80 from ******** to ********** December 1, 2022. As a customer, you are our valued guest, so theres never an acceptable excuse when you receive poor service.
  
  On behalf of Hawaiian Airlines, I have to apologize as it certainly feels like we're not upholding the values at Hawaiian Airlines and providing you with the ho'okipa our guests expect and we should deliver. Please know that your experience is very important to us and we take experiences such as yours very seriously. We need to get better and we'll only get better with feedback like yours. 
  
  Your feedback is valuable to us, and Ive shared your experience with our In-Flight Service Management Team for their review and further investigation. 
  
  Thank you for taking the time to let us know about your experience.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:12/02/2022

  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.

  In June of 2022 I went into Hawaiian Airlines website to purchase a ticket to go to Maui. There was an offer of ****** bonus miles, $300 statement credit, buy one ticket and get the second half off as well as a yearly discounted ticket, if you spent $**** on the card in the first 90 days. I spent the **** on the card inside if the time frame. I was given only ****** bonus miles. *** then they bounce me back and forth between ********* who is the cc company and Hawaiian Airlines with no resolution. Each saying the other has to fix it. *** that there is no such thing as a ****** offer. The ********* reference number is RI0098682. (Second digit is an i)

  Business Response

  Date: 12/06/2022

  *********************** - **********************
  
  Aloha ****************,
  
  We received the complaint that you submitted to the ****** Better Business Bureau (BBB) and your request is in review.  We're very sorry that you had to reach out to the BBB in order to hear back from us.  We have asked our Barclays credit card team to help with your concerns and you may anticipate hearing from a representative in the next business day or two, but no later than by the end of this week.
  
  Until then, if you have any questions or need clarification, please let us know by replying to this email.  We truly appreciate your patience as we work on your case.
  
  ****************
  
  *********************
  Resolution Coordinator
  Consumer Affairs

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18513840
  
  I am rejecting this response because: According to one of the people I talked to on the phone from Barclays, Hawaiian Airlines tells Barclays what the bonuses are for the given applicant. And ******** says they are only doing what Hawaiian airlines says. So Hawaiian and Barclays pass the buck to the other so neither has to do the right thing and honor their promise of ****** miles. One agent recently told me that they really don't even hand out the ****** miles insinuating I was confused about the number. They obviously have been advertising it. I even heard it on the flight.

  I did apply for the credit card (while online) purchasing tickets to see my daughter in Maui. That seems to be the main point. That is where this all started. I hadn't even thought about it until I saw the offer of ****** miles plus a $300 statement credit after spending $2000 on the card.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/23/2022

  *********************** - **********************
  
  Aloha ****************,
  
  We understand that you have been working with our partners at Barclays US regarding follow up on your complaint with the ****** Better Business Bureau.  Based on the discussions you've had with their team and clarification provided to you regarding the promotions that are available for Hawaiian Airlines, they offered to add to the ****** HawaiianMiles that had previously been awarded, another ****** miles to bring your account to ****** miles.  They also specified that the $300.00 statement credit that was issued on 07/17/2022 was being reversed.  Barclays reported that you were satisfied with this outcome.
  
  Accordingly, we are closing your case file regarding this request.  We thank you very much for your patience during our handling of your case and appreciate your cooperation with our credit card team.
  
  Best wishes to you for the holidays, ****
  
  *********************
  Resolution Coordinator
  Consumer Affairs

  Customer Answer

  Date: 12/24/2022

   
  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:12/02/2022

  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 daughter upgraded our reservation to ***** to 1st class with the assurance that we would get a full refund on our reservation we paid. We used mileage and got that reinstated. However, didn't get refunded for the comfort seats we paid for. Started calling the Hawaiian Air ******************** on Sept 30, 2022 and till today, we have not received our refund. They would give us the run a round and promised that we would get vouchers for the comfort seats and finally, we got wrong vouchers that ********************* emailed us. I checked the vouchers through Hawaiian ******************** and they were old vouchers that we already used. So, through countless calls, we are still waiting. The amount of the comfort seats were $468.40. This was paid with our credit card. Our daughter paid over $8,000 for 2 first class tickets to Vegas. She said that Hawaiian Air had her credit card info and charged an additional fee of over $4,000 processing fee. She was on the phone with these people for over 6 hours and was getting frustrated so she let that fees go. Her credit card company could not omit that fee.I don't know our Account/order/tracking number are. Do we assign these numbers?Please assist us on this matter.Thanks, ****************************

  Business Response

  Date: 12/02/2022

  *************** - *******************
  RE: DCIOGN, ZZWJLT 
  
  Aloha **********,
  
  We've received your case from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about how your reservation was handled. As HawaiianMiles members, you're our valued guests so there's never an acceptable excuse when you receive poor service.
  
  For the error, we'll be refunding the two, $198 Extra Comfort upgrades located in your refunded reservations DCIOGN and ZZWJLT. We will make every effort to process refunds within seven business days. The refunds will be reflected on your next credit statement. 
  
  As a goodwill gesture for the delay in handling, we'll be issuing each of you a $100 eTravel Credit, 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.
  
  Regarding your daughter's charges, please send us a copy of her credit statement showing the $4000 processing fee and the six digit confirmation code or ticket numbers that the fee was associated to. You can send any supporting documents via attachment in a reply to us. 
  
  **********, we thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  

• Initial Complaint

  Date:12/01/2022

  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.

  We were not able to make a flight home because the the plane out of **** was delayed and caused ** to miss the connecting flight from Maui to ***. This required an overnight stay in Kona after checking out and having no place to stay. I have a walking stick due to medical condition and difficulty standing and walking. After being at the ************ with so much chaos and confusion, we finally got a place to stay the night. There was no instruction or direction. I was wiped out physically and needed to get off my feet. After finding other hotels full, I found one that wasnt and booked it. Ive been trying to get reimbursement for this and have made several emails and phone calls, it really feels as if no one has any care or concern. The latest incident #is 221201-000330, which indicates previous incident and case numbers. I havent experienced any airline like this where I have felt completely and totally disregarded. It felt that way at the airport, with 2 gate agents for over 50 people in line. It felt that way on the aircraft when a flight attendant rolled their eyes at me when I asked for more of the drink than I was given. I did this because they only came once with the drink cart during the 6 hour flight. I bought tickets for Hawaiian Airlines thinking it would be something much different, but our experience was really unfortunate. And we continue to have to fight to get reimbursement that is stated on the website, but I feel like Im being ghosted. No one will talk with me on the phone, the only way they handle this is via email. And no one is answering my emails. Id like some help with resolving the reimbursement issue for hotel, transportation back and forth and meals. The receipts are included in the noted incident and case information.

  Business Response

  Date: 12/08/2022

  Aloha Ms. ********,
  
  I'd like to apologize for the delay in my response to you.  I also acknowledge receipt of the complaint that you filed with the Better Business Bureau (BBB).
  
  The complaint that our office received from you was asking us where you could submit receipts for your ground transportation expenses and hotel expense; you can scroll all the way to the bottom to see the email that we received.  Based on the topic selected, your complaint under #******-000072 was routed to our Reservations Department.  Nevertheless, I'm sorry to learn that you needed to wait in line for an extended time trying to get some assistance.  Although it's much too late to change the events that transpired, I assure you that your feedback has been shared with our leadership team for their internal review as we look for ways to improve the service that we provide.
  
  As mentioned previously, when a flight disruption occurs, we have internal guidelines in place that determine how we compensate our guests.  Our guidelines allow us to provide consistent treatment for all of our guests.  After further review, we can go ahead and reimburse your ground transportation expense of $65.77, and $56.24, $200 for your lodging, and $100 ($50 per person) for meals.  In order to issue the $422.01 reimbursement, we can process this as a deposit directly to your bank account.  Please provide the necessary information below to get this started.
  
  Account Beneficiary Name
  Beneficiary Address
  Beneficiary ********************** Name
  *ABA *************** Account Number
   
  *Please note: ABA numbers for deposits may differ from ABA numbers for wire transfers. Please verify with your bank their ABA number specifically required for ACH deposits.
  
  While ACH deposits are processed a little quicker, I understand that you may not feel comfortable providing me with this information.  If that is the case, please provide your mailing address where we can mail the reimbursement check to.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
  
  From:************************
  Sent:12/1/2022 10:58 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines Reservations: Concern - Other - Case No.: CN-01858143
   
  Hello, I have not had any response to this email, could someone please help?
  Thank you,
  -*****************************  
  On Sun, Nov 13, 2022 at 4:44 PM ***************************** <************************> wrote:
  
  
  
  
  Hello *********,
  I apologize for my delay in responding. I was able to send an email with all correspondence and attached receipts within a day or two of sending this email. I have been waiting to get a response back from that message because it included all the attached receipts. This was for Reference #******-000072. I have not had any response and sent this message on the same day. So Im now responding to your message here.
  
  If theres any way to reference this email I sent, it might be helpful. Im glad that you acknowledged reimbursement, and I appreciate your help. There are some issues we had to contend with noted in that reference number I hoped would be addressed. One being my medical condition and having to stand in line for hours with no one to help. Then the difficulty of having to find another place to stay for the night after standing in line for 5 hours. 
  
  I never got close enough to talk with a gate agent waiting hours at the airport using my walking stick to prevent myself from falling. No one else came to help, and we were a very long line waiting for 2 people. 
  
  I was on the phone in the airport and it was complete chaos overhead and around me, and really difficult to communicate over the phone. That was the only way of communicating. No responses to chat or texts. We were also trying to find lodging on our phones and it was difficult, and we called several places and found they were booked.
  
  I have a Hilton honors account and thought to check there, and found a spot on the island that was a bit over $200, and booked that because I was so relieved they had an opening and I didnt have to keep making calls. I didnt know it a resort until I got there.
  
  At the time of booking I was in so much pain that I had to go somewhere, anywhere, just to lay down and get off my feet. It was a frustrating situation with an airport that is outdoors and we had no place to stay, no plane leaving until the next day.
  
  Id like the noted reimbursement of $160 for lodging near the ************ to be addressed and ask for a larger amount, especially given the circumstances. Additionally, being self employed, I lost an entire day of wages the following day. With the fees of staying an extra night and lost wages, Im out more than $1200 from this missed flight.
  
  If you could find the reference number, it will have the receipts and details. Im giving you more info here again, and Ill include the receipts here if you cant find the reference number. I hope there would be some considerations for more hotel reimbursement. We also had to eat dinner and breakfast, which is also included with the hotel invoice. We mostly ate leftovers for breakfast.
  
  I appreciate your help with this. Thank you.
  Best regards,
  -*****************************
    On Tue, Nov 8, 2022 at 3:39 PM Hawaiian Airlines: *********************** <*********************************************> wrote:
  Message From Consumer Affairs
  11/8/2022 - Case: CN-01858143
  
  ***************************** - ************************
  Re: ********/******/******
  
  Aloha Ms. ********,
  
  Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.  I'm sorry to learn that your scheduled flight from Kona to ******* on October 26, 2022 was delayed due to the late arrival of the aircraft.  I understand that, had you continued with the flight, you both would've been stuck in *******.  Although I see that you both were able to travel the next day, nonetheless, I'm sure that spending an extra day in ****** (while beautiful) was unanticipated, and I certainly apologize for the inconvenience.
  
  When a flight disruption occurs, we have internal guidelines in place that determine how we compensate our guests.  Our guidelines allow us to provide consistent treatment for all of our guests.  
  
  Hawaiian Airlines will consider reimbursement of up to $160 (USD) for your lodging accommodation on the night of October 26, 2022.  Additionally, we can also reimburse up to $60 (USD) per person for any ground transportation expense.  For auditing purposes, please reply back to this correspondence with your expense receipts (no confirmations) for review.
  
  As a gesture of goodwill, we're also issuing each guest a $500 (USD) 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.
  
  I appreciate the time that you've taken to contact us.  On behalf of myself and everyone here at Hawaiian Airlines, we apologize for the issues that detracted you from your full enjoyment of your time with us.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
  
  From:************************
  Sent:10/31/2022 11:49 AM
  To:************************************************************************
  Subject:[NON-HA] FWD: Hawaiian Airlines Reservations: Concern - Other - Case No.: CN-01858143
  
  I was given information on where to send receipts for reimbursement for lodging and transportation due to having to stay another night in Kona due to delay of 339 and missing our connecting flight of 40. I just tried to send detailed info and receipts and it said "forbidden" when I tried to send it. I've gotten very frustrated with Hawaiian Airlines at this point. Could someone please help? I was sent to a location very much like this where I was able to attach 3 receipts: one for the hotel and 2 for Lyft rides back and forth to hotel and airport. I'm not sure if everything I typed is gone, which is unfortunate if that's the case. I think HA could use some improvement in customer support and communication. The place I was told to send receipts said it did not work, and said
  forbidden. What do I do now?
  Thank you,
  -*****************************
  --
  *******************************************************
  ************************************************************************** 97035
  
  ************ phone
  ************ fax
  ************************
  www.traciemcdowell.com

  Customer Answer

  Date: 12/11/2022

   
  Better Business Bureau:
  
  I reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me given the check is received within the 2-3 week time period, plus mail processing. This has been a difficult and arduous process. I appreciate finally getting a response via BBB. My satisfaction is somewhat contingent on the finality of receiving the funds, and I hope that I will receive the check for $422.01 in the time frame indicated.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/01/2022

  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.

  Requested past miles for members no. ********* and ********* for flights taken: Nov. *****, 2022, confirmation no. COMTRY. Request date Nov. 28, 2022, status rejected. As usual, their justification is crediting our miles to a different frequent flier account. How is this justified? This incompetence has required numerous requests.

  Business Response

  Date: 12/02/2022

  Message From Consumer Affairs
  12/2/2022 - Case: CN-01864687
  BBB #********
  
  *********************** - *******************
  
  RE: CHO/********; ******/********
  
  Aloha Mr.  ***,
  
  We received your complaint to the Better Business Bureau (BBB) today regarding your HawaiianMiles inquiry. We apologize for any issues you had when you were trying to confirm that your miles were added to your HawaiianMiles account for your flight on November 21. As Pualani Platinum members, you are our valued guests and I can understand your frustrations.
  
  To resolve your issue and ensure your accounts were correctly updated, we have forwarded and escalated your case to our HawaiianMiles *************** You may also contact them directly at ************ Monday through Friday from 7:00 a.m. to 4:30 p.m. HST.   To follow ** on your inquiry, you may refer to incident number (RNT case #******-000160).
  
  We thank you for choosing Hawaiian Airlines and apologize for the delay in resolving your concerns. . Please take care. 
  
  Sincerely,
  *******************
  
  Sr. ********** Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:11/30/2022

  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.

  Airfare was purchased through this company just prior to covid-19. Airfare was extended until December 31st, 2022 where I was instructed that the airfare had to be cashed as well as having to of traveled. I contacted the airline and on September 9th, I received this message "Aloha **************************************** 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"I responded same day with a valid mailing address to where a refund check would be issued to. It is almost three months later, and after frequent attempts at trying to contact the airlines, no one has responded and we have yet to see a refund check. We need this refund to rebook new flight in 2023 with this company. Thank you in advance *********************

  Business Response

  Date: 12/12/2022

  From: Hawaiian Airlines: *********************** (*************************************************************************
  To: *******************
  Subject: RE: [NON-HA] Fw: Hawaiian Airlines, *********************** - CN-01834120
  Date: 12/12/2022 3:10 PM
  Body:
  Aloha **************, 
  
  This is to acknowledge that we received your complaint from the Better Business Bureau (BBB). First and foremost, my apology for the delayed response. Our accounting will be processing the refund by check as follows: 
   Payable to: *******************;
  308 *****************
  ***********. 06370
  
  I have asked our accounting team to expedite the refund due the unfortunate delay. Once they confirm that the check has been processed and mailed, we will email you with the update. 
  
  **************, I appreciate and thank you for your patience and apologize for the oversight. 
  
  Malama pono (take care)
  
  Warm aloha, 
  ***************************
  Assistant Manager
  Hawaiian Airlines, ***********************