Complaints

This profile includes complaints for Hawaiian Airlines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hawaiian Airlines, Inc.

  Honolulu, HI 96820

• 

  Hawaiian Airlines, Inc.

  3375 Koapaka St Ste G350 Honolulu, HI 96819-1804

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/20/2025

  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.

  We paid $7711.60 for a flight for 2 from ******, ********* to ******** ****** with one stop in ********. No mention of plane change, and to be completed on Feb.13. 3 months later we got a notice of schedule change. I called and they offered no assistance. They later said they could give us a flight the next day from ******** to ********, but there might be a charge for the change. By this point in time the airfares from ****** to ******** had gone up 40% or more. When we were leaving ******** I stopped by ********** and they informed me that they had a flight the previous day that left at 3:20 and we could have very easily made that connection had Hawaiian Air checked with them. Hawaiian Air would not give me a partial refund to cover the flight with ******. Their customer service department was rude and not willing to assist us in any way.

  Business Response

  Date: 04/16/2025

  Message From Consumer Affairs
  3/10/2025 - Case: CN-02102592
  
  ***** ******* - *************************
  
  Aloha Mr. ****************** appreciate your taking the time to share the details of your incident with us. We understand that you are still disappointed with our response.
  
  However, based on the facts of your case, including the Schedule Change Policy and Procedures and our Reservation Department trying to contact you prior to your travels, the agent offering you a refund of your tickets, and the change that was accepted.  Our decision is appropriate for this matter, and respectfully we consider this matter resolved.
  
  Sincerely,
  ***** ***
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  From:*************************
  Sent:3/8/2025, 11:49 AM
  To:************************************************************************
  Subject:Re: [NON-HA] Re: Hawaiian Airlines, ************************* CN-02102592
  
  CAUTION: This email originated from outside of the organization.
  Do not click links or open attachments unless you recognize the sender and know the content is safe.
  Report suspicious messages to *********************************************************** 
  
  Good Afternoon:
  On July 13, 2024,I signed a contract with you for my wife and I to leave ****** on Feb.13 and arrive in ********, Or. on Feb.13.  I paid you $7,711.60 for first class passage on that date..  You did not deliver and you gave me no alternatives.  Your staff indicated that you would normally cover any extra expenses because you changed your schedule, and you made no effort to find a way to meet your contact obligation.  You are in breach of contract and I only asked for partial costs that I incurred.  Again we ask to be reimbursed for our extra cost because of your actions of $620.08.
  ***** *******

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23092963
  
  I am rejecting this response because:  They claim that they tried to respond.  They did not offer any solutions other than a refund.  By the time they did that the cost with other airlines had gone up 50% because of the late date of the change.  In addition, had they checked they could of transferred us to ****** airlines in ******** and we would have arrived on the right date and only been about an hour and half late.  Had they told us of that opportunity we would have gladly accepted that.  They made no effort to help 2 first class passengers that paid over $6,000.00 to make certain connections based on their original contract/commitment.  Their agent that I talked to on the phone said they would probably cover the cost of our stay in ********, but he said the request would go through Customer Service.  I was misled through the entire process.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October I was planning a trip to ****** and I came across this promotion 70K miles if I signed up for a ********** and spent ***** in the first 90 days, it came with 2 free checked bags. I thought I should sign up for it because I travel heavy. It turns out I couldn't even pay with the card or even get the free checked bags because they said I had to have the physical card. After the 90 days I called the customer service to find out when I was going to get the 70K miles. The lady I spoke to said it would probably be in 30 days. I called again after the 30 day period and was told I signed up for the *** not the 70K. That is a complete lie, I know exactly what I signed up for. I called the customer service and I was told that they would look into it. On Feb 27th I received a letter stating that they were currently unable to assist me with my rewards issue. They said for me to contact the number in back of the card for additional details. When I called the number they put me on hold for a very long time, then when they got back on the phone they said that my case had been reviewed and was closed. I told them to reopen it but they refused to do that. They said their decision was final.I know what I signed up for, I tried to talk my friend into signing up that same day. and she didn't want to. Again, they were advertising it on the plane on our way home from ****** and I tried to convince her again, I told her we would be able to take another trip back with the miles we get. I called my friend to tell her what Hawaiian airlines was doing to me and she was glad she didn't sign up. She remembered it was 70K not 30K. I wouldn't lie about that at all. I wasn't able to buy my plane ticket or get the free checked bags and now they lie and short me 40K miles. Word of mouth is worse than anything else. I have a big mouth!

  Business Response

  Date: 04/25/2025

  4/25/2025 - Case: CN-02120577
  
  **** ***** - ************************************
  RE: Better Business Bureau: Complaint ID - ********
  
  Aloha **** *****,
  
  We received your case #******** from the Better Business Bureau. Thank you for your patience as our office continues to work through our backlog. I'm very sorry to hear of the inconvenience you experienced regarding your Hawaiian Airlines World Elite MasterCard. I reached out to our counterparts at ******** and asked them to look into your credit card application. ******** notified me that they completed their investigation and confirmed that you applied through the normal booking path, which awards a 25,000-mile bonus and a $300 statement credit once you reach the requirements. I sincerely apologize for the misunderstanding. 
  
  As a courtesy, ******** awarded you an additional ****** miles. A representative from ******** attempted to contact you to discuss the situation,but they have not received a response. Please contact our partners at ******** at ************. They will be able to provide you with a thorough explanation of what has occurred.  
  
  I appreciate you taking the time to share your concerns with us, and I apologize for any further inconvenience this may cause.
  
  
  Sincerely,
  ***** *******
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:03/18/2025

  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 booked a package deal through the Hawaiian Airlines website to travel to ***** on 5/18/2025. I had to cancel the reservation on 1/24/25. I was refunded for my hotel booking the same day. I was supposed to receive a flight refund of $911.52 for my flights. I was only refunded $346.16. Hawaiian Airlines stated that I would receive the rest in approximately 21 days. I tried contacting Hawaiian Airlines today, and they said that it was booked through a travel agency so they are not able to access or refund me the flight amount. Since my booking showed Expedia, I started to reach out to them for the remaining amount. Expedia cannot locate my tracking/booking number, but I have several emails (including an airline refund receipt). My credit card statement clearly shows no other refunds. I am at a loss as to how to get the rest of my refund.

  Customer Answer

  Date: 04/02/2025

  Hello,
  
  This email is to inform you that Hawaiian Airlines had responded and has fixed the problem. I can't express how much I appreciate your help.
  
  Cheers,
  ****** *****

• Initial Complaint

  Date:03/17/2025

  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.

  3/122025 I have a credit voucher that is going to expire in april10and I tried multiple time to make reservations but what happens is that the agents keep leaving the chat and u wait for another and they do the same thing again , I call the airlines and they want to charge me 25 dollars if its done on phone , I reported it to their corporate office but they keep refusing to help , I told them just extend the voucher because of whats going on but they say no , voucher credit is for 744 dollars and comfort seating too 300 dollars that Im going to lose

  Business Response

  Date: 04/17/2025

  
  Message From Consumer Affairs
  4/17/2025 - Case: CN-02110339
  
  ****** Cabos - ***************************
  
  Aloha Mr. ****************** is to acknowledge that your submitted complaint to the Better Business Bureau filed on March 17, 2025 was received by our office on April 16, 2025. 
  
  Upon review of your case, we see that you previously contacted us regarding the same matter on March 12, 2025, and we initially responded to you on March 28, 2025, requesting additional information.
  
  We were able to locate your past reservation (LGOGNB). On September 29, 2022, our records show that a ticket and Extra Comfort seat were purchased for your scheduled round trip travel on November 19 - 26, 2022, from ******* to *********. As you requested, your reservation was canceled on November 19, 2022. 
  
  As a courtesy, your unused ticket and the value of your Extra Comfort seat were converted to a $800 eTravel Credit, good for future travel on Hawaiian Airlines. You were advised of the one year from date of issuance validity to redeem.
  
  On April 10, 2024, your $800 Travel Voucher was redeemed towards the purchase of ticket (6XQHOH), for your scheduled round trip travel on April 16 - May 1, 2024, from ******* to ******** to ********* ($729.80 USD). The remaining balance of $70.20 USD was redeemed towards the purchase of your Extra Comfort seat ($119 USD), and the balance of $48.80 USD was paid with the credit card ending in 4537. 
  
  This is to confirm that your $800 Travel Voucher was successfully redeemed and the remaining balance of your Travel Voucher is $0. Therefore, we are unable to grant your request to extend the validity of your redeemed Travel Voucher.
  
  However, upon further review, on April 15, 2024, as you requested, your original ticket was exchanged for your scheduled round trip travel on April 24 - May 8, 2024, from ******* to ******** to *********. You were responsible for the additional fare difference of $12.48 USD at the time of rebooking. As you requested, your reservation was canceled on April 21, 2024. You were advised of the ticket validity and restrictions. Your unused exchanged ticket was valid for rebooking and travel up to one year from the original date of purchase and expired on April 10, 2025. 
  
  As a final one-time courtesy exception, although your unused exchanged ticket is now expired and no longer valid for travel, we are issuing you a $812.60 Travel Voucher, for the value of your original Travel Voucher ($800 USD) and the $12.48 USD additional fare difference paid at the time of rebooking, good for future travel on Hawaiian Airlines. Please note that your Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5-7 business days. To ensure you receive this email, please add ************************************************* to your accepted email recipient list so it doesn't get misdirected to your spam folder. Please be advised that your new Travel Voucher is valid 
  
  Although Extra Comfort seats are nonrefundable, as a one-time courtesy exception, we're issuing a refund of $48.80 USD and $140 USD, to the credit card ending in 4537. These transactions should reflect 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.  
  
  Based on the facts of your case, we consider our decision to be fair and appropriate. Respectfully, we consider this matter closed. Take good care.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
  
  From:************************************************************************
  Sent:4/1/2025, 7:39 AM
  To:***************************
  Subject:Re: Hawaiian Airlines, ************************* CN-02110339
  
  Message From Consumer Affairs
  4/1/2025 - Case: CN-02110339
  
  ****** Cabos - ***************************
  
  Aloha Mr.  Cabos,
  
  Thank you for your reply. Were sorry that you did not have a good experience calling our *********************** or Chat messaging feature.
  
  Were always concerned when guests are on hold for a long time or we take too long to process a request. I have shared your feedback with our *********************** team who is constantly trying to improve our processes to ensure that we can handle calls as efficiently as possible, with courtesy and aloha.
  
  In the future, you might want to complete transactions like booking and or making changes to your reservation on our website, **************************.
  
  We appreciate and thank you for taking the time to let us know about your experience. Take good care.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
  
  From:***************************
  Sent:3/31/2025, 12:22 PM
  To:************************************************************************
  Subject: Re: Hawaiian Airlines, ************************* CN-02110339
  
   
  Ur agents are bad in how they handle my reservations.  Dont u get it they on chat and leaves without saying nothing and waits another 30 minutues for it to happen again , this happen like three time 
  Sent from my iPhone
   On Mar 31, 2025, at 11:49?AM, Hawaiian Airlines: *********************** <************************************************************************> wrote:
   
  ?Message From Consumer Affairs
  3/31/2025 - Case: CN-02110339
  
  ****** Cabos - ***************************
  
  Aloha Mr.  Cabos,
  
  Thank you for reply.
  
  However, as previously requested, in order for us to proceed with your case, please provide us with the following information:
  
   Passenger(s) name
  Dates of travel
  Flight information (Confirmation Code, ticket number, flight number, departure/arrival city, etc.)
  
  I look forward to hearing from you soon.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
   
  From:***************************
  Sent:3/29/2025, 10:08 AM
  To:************************************************************************
  Subject: Re: Hawaiian Airlines, ************************* CN-02110339
    
  I want to extend my credit voucher that will expire april10 its a voucher with comf seating , dont want to lose it that why I went on ur web chat with us and agent after agent would just leave and not finish the reservation , disgusting , I mean they just leave the chat and not say anything , Im tired explaining this issue , I reported to BBB but their waiting for ur response 
  Sent from my iPhone
   On Mar 28, 2025, at 9:45?PM, Hawaiian Airlines: *********************** <************************************************************************> wrote:
   
  ?Message From Consumer Affairs
  3/28/2025 - Case: CN-02110339
  
  ****** Cabos - ***************************
  
  Aloha Mr.  Cabos,
  
  Thank you for taking the time to contact us. We appreciate your patience while awaiting our response. I'm sorry that you did not have a good experience calling our ***********************.
  
  Were always concerned when guests are on hold for a long time or we take too long to process a request. I have shared your feedback with our *********************** team who is constantly trying to improve our processes to ensure that we can handle calls as efficiently as possible, with courtesy and aloha.
  
  In the future, you might want to complete transactions like booking and or making changes to your reservation on our website, **************************.
  
  However, in order for us to proceed with your case, please provide us with the following information:
  
   Passenger(s) name
   Dates of travel
   Flight information (Confirmation Code, ticket number, flight number, departure/arrival city, etc.)
  
  If you are inquiring about the redemption of a Travel Voucher that you previously received, if you need any assistance, please contact our ****************** open 24 hours a day, 7 days a week at **************.
  
  I look forward to hearing from you soon.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  Tell us why here...

• Initial Complaint

  Date:03/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight with Hawaiian airlines for a flight round trip to **** for three passengers total. When I went to the gate to get clarification about seats I was verbally assaulted by the gate agent. The gate agent screamed at me incessantly in front of multiple passengers, threatened to get the plane employee fired that I was flying under, and then continued to verbally assault me until her supervisor came. The gate agent stated, you need yo go sit down, be quiet, and dont say a word until spoken to. When I didnt agree with this verbal abuse, the agent stated that she had already spoken to her supervisor. When I asked to speak to her supervisor, she then stated, Ill guarantee that I get this employee fired, I hope they like unemployment. The gate agent made various threats of retaliation, was very discriminatory in her behavior, and was abusing her power. I want a full refund issued of all three tickets to resolve the complaint.

  Business Response

  Date: 04/23/2025

  Aloha ******,
  
  We received your case number ******** from the Better Business Bureau. I apologize for the delay in my response and to hear of the service you received from our gate agent. Please know that these are not the customer service standards we strive to maintain. Treating our guests with malama (care) and ho'okipa (hospitality) is one of our top priorities, so it is disappointing and concerning to hear how the agents interacted with you. We understand that this interaction has left you feeling disrespected, and for that, I deeply regret what you went through and sincerely apologize. I shared your feedback with our management in ******** for their internal review and coaching opportunities. 
  
  I understand that you were traveling under a Hawaiian Airlines employee. Unfortunately, since you and your family remained on the flight, I am unable to refund your tickets. However, if you would like to escalate this issue to our Employee ******************, I recommend you contact the sponsoring employee and have them file a feedback case with our ******************* From there, the ****************** will be able to conduct a thorough investigation on the agents you mentioned. 
  
  I appreciate you bringing this issue to our attention. I hope we can restore your faith in our airline in the near future.
  
  
  Regards,
  ***** *******

• Initial Complaint

  Date:03/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached ******* Platinum status for the past few years. That means I earned two business class upgrades every year flying ****** miles. Been trying to use 2023 vouchers but have not been successful redeeming one certificate. I have been told that the certificate expired at the end of February 2024. Frustrated because attempts to use both certificates have failed. Flew numerous flights without being granted the certificate upgrade. I am asking that one certificate (Hawaiian Miles *********) be reinstated for future use. I earned those certificates. Not my fault couldn't be redeemed.

  Business Response

  Date: 04/18/2025

  Message From Consumer Affairs
  4/18/2025 - Case: CN-02120579
  
  ****** ********* - **************************
  
  
  Aloha Mr.  *********,
  
  We received your inquiry to the Better Business Bureau.  As a Pualani Elite Member, you are our valued guest, so we appreciate and welcome your feedback. 
  
  We are very sorry to hear about your disappointment with your Complimentary Upgrade Certificates.  Please be assured that we will do our best to upgrade you based on availability. Upgrades are awarded no earlier than ************************************************************************************** A, P, or D fare classes.  If the upgrade will be awarded, you will be notified as early as 24 hours before your flight.  For full Platinum Upgrade Terms & Conditions, click here.
   
  We can understand your disappointment and appreciate you bringing this to our attention. Please know that we're always looking at ways to meet our member's satisfaction and our intent is to provide valuable benefits.  We have shared your concerns with our ****************** for their review.  Regretfully, we are unable to honor your request for an extension of your expired certificate.  Kindly note, you do have a certificate available with a February 28, 2026 expiration date in your HawaiianMiles account.
  
  Thank you for taking the time to share your feedback with us. We genuinely value your loyalty as a Pualani Platinum member and appreciate your continued support of Hawaiian Airlines. 
  
  
  Malama pono (take care),
  ****** ****
  Senior Resolution Coordinator
  Consumer Affairs Office
  

• Initial Complaint

  Date:03/09/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 bags were delayed during our flight with Hawaiian on 2/6/25. We had to spend 36 hours without our baggage which meant we had to go to the store and buy clothes, toiletries, medications to get us through until we would finally receive our bags. We were promised by Hawaiian air that we would be reimbursed for the fees we incurred for the items we bought while our bags were lost. I emailed our receipts to the claims department the day we bought the items, 2/6/25 and never received a response from Hawaiian air. On 2/20/25 I spoke with someone in reservations department who recommended submitting the receipts through the Hawaiian website. I submitted the receipts as a request through the website. I finally got a response from consumer affairs a month later on 3/6/25 responding to my website request. They stated that they couldnt help me but would forward it to central baggage services department and gave me the phone number and email for this department. This is the same email I have emailed 4 times over the last month with zero response. I also have called the central baggage department on 4 different days, and no one answered the phone. I waited for over 30 min each time and never was able to speak with an employee. I have almost $600 on a credit card now that I have still not been reimbursed for, due to Hawaiians mishandling of our bags. I expect better customer service when it was *********************** fault. It is unacceptable that over a month later I cant even get an acknowledgment from the baggage department. I want to be reimbursed for the fees I incurred when Hawaiian lost our bags ASAP.

• Initial Complaint

  Date:03/07/2025

  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.

  booked a round-trip flight from *** to ****. I booked a flight with the name "******** *******" (Name before Marriage), then later on, when I received my new passport, I called ****** Travel and Hawaiian Airlines to update my last name to "******** *****" (Married name).I paid 25$ fee as per Hawaiian Airlines policy. On 25 May, when I reached the airport, the Hawaiian Airlines representative didn't allow me to board. I explained the whole situation to them but they said to book another ticket with a new name. This whole process took more than 2 hours at the airport, and Hawaiian Airlines staff was very disrespectful during the entire process. In addition to that, Hawaiian Airlines' Manage booking section also reflected my new name, but the staff said that's not what we follow. Does that mean Hawaiian Airlines -> Manage Booking is not a legitimate site?Somehow, I boarded the flight by literally running at the airport due to the Hawaiian Airlines database mismatch. Once I reached there, I thought of confirming the same with ************* so that I would not face similar issues while returning. I spoke with ****** l V110730 from Hawaiian Airlines for about 5 hours when I was on vacation. and after that, it was not resolved.

  Business Response

  Date: 04/17/2025

  Aloha ********,
  
  Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.  
  
  I'm sorry to learn about your unpleasant experience with Hawaiian Airlines.  In reviewing your case, it looks like the name change wasn't processed to completion.  While the last name was updated in the reservation, the last name on the ticket itself wasn't updated.  I realize that we fell short and this led to your inconvenience.  On behalf of Hawaiian, I have to apologize as it certainly feels like were not upholding the values of Hawaiian Airlines by providing you with the hookipa (hospitality) that our guests expect, and we should deliver.  At any given time, we expect our employees to treat our guests with courtesy and aloha while processing requests correctly, 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 experience as a coaching opportunity to improve our service.
  
  While we constantly strive to maintain our high standards for excellent customer service, we recognize that we didnt deliver performance in line with these standards.  In recognition of this, as a gesture of goodwill, we'll be issuing each guest a $200 travel voucher that's good toward a future ticket purchase with Hawaiian Airlines.  Please note that the Travel Voucher 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.
   
  A Travel Voucher is valid for one-year from the date of issuance (unless stated otherwise), non-transferable, has no cash value, and entitles the passenger named on the Voucher to a credit for the amount of the Voucher towards the purchase of any available Hawaiian Airlines published or web fares on ******************************, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.
  
  I appreciate the time that you've taken to contact us.  We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23035638
  
  Dear Hawaiian Airlines Support,
  As I mentioned in my earlier message, I had already paid the name change fee in advance. Despite this, I ended up wasting an entire day during my last trip, spending 5 to 6 hours on the phone with your customer service teamsomething that should be clearly reflected in your records.
  I want to express my dissatisfaction with the compensation youve offered. A $200 voucher does not come close to covering the inconvenience and frustration I experienced. Since Hawaiian Airlines flights from *** only go to ******, using this voucher would require me to spend an additional $1,500 to $2,000something I have no interest in doing, especially considering how costly a Hawaii trip is.
  Given how disappointing this experience has been, I have no confidence in recommending Hawaiian Airlines to others, nor do I see any reason to risk flying with your airline again.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:03/06/2025

  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.

  My wife and I have reached ******* Platinum status for the past few years. That means we earned two business class upgrades every year we fly ****** miles. We have been trying to use our 2023 vouchers but have not been successful redeeming one certificate, each.We have been told that the certificate expired at the end of February 2024.We are frustrated because our attempts to use the two certificates have failed. We flew numerous flights without being granted the certificate upgrade.I am asking that me (Hawaiian Miles *********) and my wife (Hawaiian Miles *********) be reinstated for future use. We earned those certificates. Not our fault couldn't be redeemed.

  Business Response

  Date: 04/22/2025

  Message From Consumer Affairs
  4/22/2025 - Case: CN-02120341
  
  **** **** - ********************
  
  
  Aloha Mr. ****,
  
  We received your inquiry to the Better Business Bureau.  As a Pualani Elite Member, you are our valued guest, so we appreciate and welcome your feedback. 
  
  We are very sorry to hear about your and *********************************** with your Complimentary Upgrade Certificates.  Please be assured that we will do our best to upgrade you based on availability. Upgrades are awarded no earlier than ************************************************************************************** A, P, or D fare classes.  If the upgrade will be awarded, you will be notified as early as 24 hours before your flight.  For full Platinum Upgrade Terms & Conditions, click here
   
  We are happy to see that you were able to redeem a few of your certificates and understand your disappointment in not being able to redeem your last certificate before the February 28, 2025 expiration date.  Please know that we're always looking at ways to meet our member's satisfaction and our intent is to provide valuable benefits.  We have shared your concerns with our ****************** for their review.  Regretfully, we are unable to honor your request for an extension of your and Ms. ************************ that expired on February 28, 2025. 
  
  Kindly note, as you both have earned Pualani Platinum status in 2025, you have been awarded with two (2) certificates each with a February 28, 2026 expiration date.  The certificates have been profiled in your HawaiianMiles accounts.
  
  Thank you for taking the time to share your feedback with us. We genuinely value your loyalty and appreciate your continued support of Hawaiian Airlines. 
  
  Malama pono (take care),
  ****** ****
  Senior Resolution Coordinator
  ***********************
  

• Initial Complaint

  Date:03/06/2025

  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.

  Dear Better Business Bureau,I hope this message finds you well. I am writing to request your assistance regarding a matter with Hawaiian Airlines concerning a flight we were unable to take due to unforeseen circumstances. My husband and I had booked flights with Hawaiian Airlines as part of a trip that was intended to be reimbursed by our employer. Unfortunately, both of us lost our jobs before the trip was to occur, which led to significant financial hardship and an inability to take the scheduled flights (scheduled for March 21).Despite explaining our situation to Hawaiian Airlines and requesting either a refund, partial refund, or flight credit, we have not received the assistance we hoped for. Additionally, the trip itself was part of a work-related obligation that we were originally told would be reimbursed by the company. However, after we incurred the costs, the company has refused to reimburse us for any of the travel expenses, adding further financial strain to our situation.Given the unforeseen nature of the circumstances, we are kindly asking for your assistance in negotiating a fair resolution with Hawaiian Airlines. A refund, partial refund, or flight credit would significantly alleviate the financial burden we are currently facing. We have been loyal customers of **********************, and it is our hope that they will work with us to find an equitable solution.We are reaching out to the BBB as we believe that your involvement may help us receive the support and resolution we need during this challenging time.Thank you very much for your time and consideration. We appreciate any help or guidance you can provide in resolving this matter.

  Business Response

  Date: 04/16/2025

  RE: Fare Rules
  
  Aloha ******* *****,
   
  We received your submission to the Better Business Bureau, and were sorry to learn about the challenges youve faced.
   
  As a passenger, you are our valued guests so theres never an acceptable excuse when you receive poor service. After reviewing your case, our records indicate that you purchased three (3) non-refundable Main Cabin Basic tickets from ********* to ********, on Hawaiian Airlines flight 15, for travel on March 20, 2025.
   
  Main Cabin Basic is a lower fare category introduced to accommodate all of our guests travel experience. For future reference, Main Cabin Basic tickets are non-changeable and non-refundable. Kindly note that this fare category is also our most restricted fare. Please refer to our Fare Rules Terms and Conditions to learn more.
   
  However, we understand that this situation was less-than-ideal, as a one-time final courtesy, and in the spirit of Aloha, we will be issuing each of you a $458 Travel Voucher (the amount of your ticket rounded up), this Voucher is good for future travel on Hawaiian Airlines.
   
  Travel Vouchers are valid for one year from the date of issuance, have no cash value, are non-transferable, and entitles the passenger named on the Voucher to a credit towards the purchase of any Hawaiian Airlines published or web fare (on ******************************). The Voucher information, instructions on redemption, and Terms and Conditions will be arriving within 5-7 business days. We recommend adding ************************************************* to your accepted email recipient list so the email does not accidentally get misdirected to your spam folder.
   
  Although the Travel Vouchers do have an expiration date (one year from the date of issuance), this is not the need to travel by date. You are able to select travel dates going forward up to 330 days from the date of redemption.
  
  Sincerely,
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 04/18/2025

   
  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,
  
  ******* *****