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:11/29/2022

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 28,22 my 3 children and I flew to ****** via Hawaiian Airlines and returned to OAK on Oct 31, 22 via flight HA68. Upon exiting the plane, I was told my gate-checked double stroller was not available at the gate due to two planes landing at the same time and a lack of staff to unload both planes properly, and I could retrieve my stroller from oversized bagged claim. Once I received my stroller I realized one side of the canopy had disconnected but had been purposefully and forcefully shoved through a fabric portion it was not meant to go through by one of Hawaiian Airlines employees, damaging the stroller. After several emails between myself and Hawaiian Airlines representative *************************, with me providing all of the requested documentation including my receipt of the stroller and a letter from Graco stating the canopy is not available for individual purchase, information available on the Graco website, ***************** continues to be adamant that Hawaiian Airlines is not responsible for the full purchase price of the stroller, but includes a one time 20% off coupon used at the time of purchase, and ***************** is demanding I destroy the stroller, using a tool of my choice, and provide proof before they will distribute payment. This request is dangerous, unprofessional, irresponsible, and shows a reckless disregard for my safety and the safety of any person or property that *** be near the destruction of said ********. The cost to replace the stroller is $449.99 plus ****% tax, for a total of $491.91, however Hawaiian airlines is only offering $393.29, a $98.32 difference. Hawaiian airlines will only provided payment after the stroller has been destroyed. With toddler twins, it is an unthinkable feat to attempt to survive in public without a stroller. Because a Hawaiian Airlines employee purposefully damaged my property, Hawaiian Airlines is responsible for the full value of the item without stipulation! Please hold them accountable!

  Business Response

  Date: 12/01/2022

  Message From Consumer Affairs
  12/1/2022 - Case: CN-01864363
  
  ******************************* - ************************
  
  *************************************,
  
  The Hawaiian Airlines *********************** has been contacted by the Better Business Bureau regarding your baggage claim complaint.
  
  We have forwarded your information to our Hawaiian Airlines ************************* manager for his review.  If you want to contact them directly, you may email him at ************************************ Hours of Operation: 08:00 AM - 4:30 PM HST, seven days a week, including holidays to inquire about your baggage claim that was filed.  Please include your Baggage Irregularity Report (BIR) when you email them.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 12/14/2022

  Accidental damages are an unfortunate occurrence. An accidental damage would have been once the canopy disconnected, allowing it remain disconnected, then you could blame the manufacturer or poor packaging, but YOUR employee purposefully and forcefully damaged my property. Had they left the canopy to its fate, just maybe there would have been no damage at all, yet they made the poor decision to forcefully push the canopy rod through fabric it was not designed to go through. 
  
  You can see on the receipt provided that I used a one time coupon for 20% off of the entire purchase, a perk offered to me by the store for being a loyal customer that is no longer available. You can also see the value of the stroller at the time of purchase and that the stroller was purchased only days before my departure date, it was brand new. 
  
  
  Hawaiian Airlines did not request that I destroy the stroller to render it unusable for airline safety purposes, you want to ensure I dont try to continue to use the stroller after being reimbursed for it.  Whether or not the stroller is further damaged has absolutely nothing to do with Hawaiian Airlines liability. Again, a Hawaiian Airlines employee CHOSE TO purposefully and forcefully damaged my stroller, they could have left the portion of the canopy disconnected. Hawaiian Airlines CHOSE to send my stroller to baggage claim instead of gate check because they did not have enough employees to unload the two planes that landed one time. Hawaiian Airlines employee CHOSE to allow me to gate check the item on the returning flight. If you check my records, Hawaiian Airlines employees did not choose to allow me gate check on the flight from OAK to ***, I paid for baggage claim, and my stroller arrived safely, without damage. 
  
  Per *****************, ************************************************************** , When the damage to the bag cannot be repaired, airlines will negotiate a compensation amount based on the value of the bag and its depreciationThe maximum liability amount allowed by the regulation is $3,800.
  There was no depreciation since the stroller was purchased one week prior to being damaged by Hawaiian Airline employees. Per ************* Law, Hawaiian Airlines IS responsible for the value of the item, $491.61, which is well under the maximum liability amount allowed by law, without further stipulation, because the item cannot be repaired. 
  

  
  

• Initial Complaint

  Date:11/28/2022

  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.

  Bought tickets for my son and his wife for a family vacation six months ago. Reference number ipatud under last name *****. Cost was over **** with seat upgrades. Son had a relapse so he and his wife were not able to go. Called customer service (told they have a record) was advised no refund but could take a trip later with the credit. That was agreeable. Tried to schedule that today after two calls was told best way was to make reservation under sons names then email corporate and the name change would be no problem. Paid the 16 price increase with MY card On file and agreed to his 200 up sell since he assured us how easy it was. Emailed corporate as instructed and was inform sorry can't change but thanks for the cash. Trip was during thanksgiving

  Business Response

  Date: 12/01/2022

  Message From Consumer Affairs
  12/1/2022 - Case: CN-01864341
  
  *********************** - ***************
  ************* HIRST/******
  ************* HIRST/MacKenzie
  ************* HIRST/P - Prereserved Seat
  ************* HIRST/M - Prereserved Seat
  
  ******************************* The Hawaiian Airlines *********************** has been contacted by the Better Business Bureau regarding your son and daughter-in-law's unused tickets above.  We are sorry that your son was unable to travel as scheduled on his ****************.
   
  We have reviewed your reservation and have found your tickets are non-transferable and non-refundable.  The purchaser of the tickets must accept the Fare Rules Terms and Conditions of the ticket prior to travel.  Upon further review of your son's reservation, we see that trip insurance was purchased with Allianz Global Assistance #*********.  We suggest you contact them directly for any assistance at ************** to see if you are able to file a claim with them.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18474843
  
  I am rejecting this response because:
  They did not address the additional 216 charge that was a result of thier reservation agent who assured us while assisting I making a new reservation that there would be no problem. He said to rebook and submitted a name change and there would be no problem. I understand about the original amount but feel I was misled, at the least, for the additional charge.  Does it make any sense that I would spend more money knowing I can't use the tickets?
  Sincerely,
  
  R Hirst

  Customer Answer

  Date: 12/08/2022

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

  Business Response

  Date: 01/17/2023

  Message From Consumer Affairs
  01/17/2023 - Case: CN-01864341
  
  *********************** - ***************
  1732191590525 HIRST/****** - $8
  ************* HIRST/MacKenzie - $8
  ************* HIRST/P - Prereserved Seat - $50
  ************* HIRST/M - Prereserved Seat - $50
  
  Aloha **************,
  
  We are sorry that we didn't address your $216.00 charge.  The tickets above show a fare difference of $8.00 per person per ticket for the date change from April 23, 2022, to April 24, 2022.   We then show $50.00 per person add collect for the Preresevred Seat fare difference. The total that we show for the change is $116.00.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18474843
  
  I am rejecting this response because: so give back the 116
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/30/2023

  Message From Consumer Affairs
  1/30/2023 - Case: CN-01864341
  
  *********************** - ***************
  
  Aloha Mr. Hirst,
  
  We understand that you are disappointed with our response.  However, changes were made to the reservation and the correct fees were collected and the Preferred Seats were used for travel.
  
  As a courtesy, we are issuing you a $116.00 eTravel Credit, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption, and Terms and Conditions will arrive in a separate email within 5 - 7 business days. We recommend adding ********************************************** to your accepted email recipient list so the email is not misdirected to your spam folder.
  
  We consider our decision to be fair and appropriate. Respectfully, we consider this matter closed.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

  Customer Answer

  Date: 02/01/2023

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

• Initial Complaint

  Date:11/27/2022

  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.

  I had to cancel two flights to ****** to a conference in 2020 due to COVID. In using the credits on 8/24/22, we spent more money and also lost credit dollars. I had two separate flight credits as my husband and I were traveling at separate times. In rebooking, thankfully his was first so we paid $130 as 5 minutes between bookings meant the 2nd ticket was $200+ more expensive until I spoke with a supervisor. Once I spoke to the supervisor, magically the cheaper flight was available. Makes me suspicious that they were trying to match the ticket cost with the credit available for each previous flight. Even with the cheaper flight, I still forfeited $170 as this flight was a cheaper then credit value. So we weren't able to combine the two ticket values for my husband and I, even though they were on the same credit card but also couldn't the use it for seat upgrades. I spoke with the supervisor to use the credit or if supervisor would as a courtesy upgrade the seat. I was told to reach out to customer service so I did on 8/24 to ask for a refund on the additional $400 ($170 lost and $130 paid) to rebook on this airline when we had already spent almost $1,200 on this trip in 2020. Or to not refund anything and just upgrade our seats. We heard back with a resounding no. With 2 weeks before our flight they changed the airplane and now we aren't seated together. So I tried to use our Hawaiian Miles points to upgrade our seats so we could sit together which you can do only by phone (as told by chat). Again it feels like the airline is trying to restrict your ability to use credits or points. We are truly disappointed in Hawaiian Airlines customer service focus and spirit.

  Business Response

  Date: 11/28/2022

  Message From Consumer Affairs
  11/28/2022 - Case: CN-01863854
  
  ************************* - **************************
  Re: ******/MARK/******
  
  Aloha Ms. ******,
  
  Mahalo for your patience as you were awaiting our response.  Our office received the complaint that you filed with the Better Business Bureau (BBB).
  
  I'm sorry to learn that you both were unable to travel as scheduled.  For guests who are unable to travel as scheduled, the unused value of their ticket may be applied as a travel credit toward the purchase of a new ticket.  While there are no change fees, any applicable fare difference will be collected for the new flight.  A refund or credit will not be provided for any ticket changes that result in a fare less than the original fare paid. The value of the new ticket must be equal or higher than the value of the original ticket.
  
  After reviewing your case and considering the circumstances, as a gesture of goodwill, we're offering to either issue each guest a $200 eTravel credit that's good toward a future ticket purchase with Hawaiian Airlines, or a deposit of **** bonus Hawaiian Miles into your respective Hawaiian Miles accounts.  Please let me know which option you would like to proceed with.
  
  As for your seats, I do see that there was a slight schedule change with your flights,  but the seat assignments remain the same.  Schedule changes are never a pleasant situation for everyone involved.  As a Hawaiian Miles member, you are our valued guest; we realize that you carefully selected your flights and balanced it with your needs.  However, due to the changing environment that airlines are operating in, schedule changes ensure that we're operating as efficiently as possible.
   
  On flight 25 from ******** to ********, you have seat 26H (middle), and **** has seat 26G (aisle).
  On flight 26 from ******** to ********, you have seat 25B (middle), and **** has seat 25C (aisle).
  I have attached a copy of the itineraries for reference.
  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 to fly with us.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

• Initial Complaint

  Date:11/27/2022

  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.

  I called Hawaiian airlines requesting a refund, due to last minute financial issues. I explained to them I needed the money to cover some finances that came unexpectedly . They had no remorse and said theres nothing they can do, which made me stressed because Im in a time of need, my reservation was from ************* to ******** two round trip tickets for May 13 -May 18 2023 adding up to $926 I would love a full refund due to a time of need.

  Business Response

  Date: 11/28/2022

  Message From Consumer Affairs
  11/28/2022 - Case: CN-01863858
  
  ********************************* Aoelua - ********************
  Confirmation Code: AVOIHV 
  
  Aloha *************************,
  
  Thank you for your patience awaiting our response. We're sorry to hear about your interaction with our ************************ It certainly feels like we're not upholding the values of Hawaiian Airlines by showing malama or care. Upon review of your case, we see the tickets and Extra Comfort seat fees under confirmation code AVOIHV are non-refundable. However, as a one-time courtesy in recognition of your circumstances, we will honor your request for a full refund of the tickets and Extra Comfort seat fees paid. 
  
  Refunds will be processed to the original form of payment and should appear on your next statement or the one thereafter depending on your billing cycle. We hope to welcome you and ************ on board a future flight with us. Until then, please take care, and thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  
  *************************
  Resolution Coordinator
  Consumer Affairs

  Customer Answer

  Date: 11/29/2022

   
  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,
  
  Christianjohnson Aoelua

• Initial Complaint

  Date:11/23/2022

  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.

  At the **************** check-in counter I waited 30 minutes while the agents were scrambling to assist travelers. I noticed they were confrontational pointing Fingers to customers from "******, or ********" Chief Supervisor I was told. It seemed chaotic sometimes, handing over passenger to other agents. Obviously time wasted; disorganized, no clear direction for whom they are working for. Some Business Class passengers were able to check in and received boarding passes. Some agents were ignoring me while I was patiently waiting for their service. Then, one of the agent told that I can't board the plane. I asked why, she told me I came too late. I explained to her that I have waited 30 minutes while agents were running around to get answers for three disgruntled passengers.I am very disappointed that their behaviors are out of normal business handling wise. I was turned away with no respect and care for customer trying to make the travel abroad (internal flight). I'm at owe what has happened at the *** Airport; will follow up Senior ****** Airlines managers, and Better Business Bureau. PS: One of the agent even told that I will be on the waiting list tomorrow. I asked for confirmation if there are flights leaving; I was told yes of course; in fact no flight leaving next day. My alternative course of action was to purchase the ticket from other **************** So after all, I purchased the ticket with Korean Airlines leaving next day. I am extremely unhappy about Hawaiian Airlines check-in counter agent's organizational skills, resulting work inefficiencies, finally costing Customer's paid and confirmed seat reservation.

  Business Response

  Date: 12/01/2022

  Message From Consumer Affairs
  12/1/2022 - Case: CN-01864336
  
  ********************************************************
  Confirmation Code: GCBATC 
  
  Aloha **********,
  
  We appreciate your patience awaiting our response. We're sorry to hear about your check-in experience on November 22, 2022. We certainly understand how frustrating this situation must have been, and we empathize with your circumstances. We apologize that our staff was unable to immediately service you on this day. We recommend that guests arrive at the airport 3 hours prior to departure for international flights as guests must complete check-in with bags no later than 60 minutes prior to scheduled departure. We see you got to the check-in counter after check-in was already closed. We understand that our guest service agents tried to make an exception to check you in late; however, your K-ETA **** was not accepted. 
  
  As a courtesy, when passengers are late, we may allow them to standby on the next flight. However, if they elect to confirm a seat or change the routing of their flight, they are responsible for any difference in fare, per ticket. We understand that you were unable to continue travel with us. Please know your unused flight will remain valid for rebooking until November 23, 2023, and you may select travel dates up to 330 days in advance. 
  
  When youre ready to rebook, please contact us at ************** or chat with us at *************************************************. Please be advised you will be responsible for any applicable difference in airfare. Please have your eTicket number ************* available to provide to the agent. 
  
  We thank you for choosing Hawaiian Airlines, and we look forward to serving you in the future. 
  
  Sincerely,
  
  *************************
  Resolution Coordinator
  Consumer Affairs

  Customer Answer

  Date: 12/03/2022

   
  Complaint: 18455560
  
  I am rejecting this response because:
  

  The Hawaiian Airlines Consumer Affairs Resolution Coordinators statement is false. Im once again being betrayed by trusted Airlines that I have always believed that customers are being treated honestly with due diligence. The Consumer Affairs Resolution Coordinators (*************************) statement We see you got to the check-in counter after check-in was already closed. We understand that our guest service agents tried to make an exception to check you in late; however, your **ETA **** was not accepted. is falsely stated and grossly fabricated.
  As I stated previously that I arrived before the check-in counter has closed. I have waited 30 minutes standing patiently at the Airport. They were 5 customers in front of me. 2 customers at the counter. I have watched 6 agents were very disorganized; scrambling to resolve issues. At one point there were 3 agents hosting just one customer.

  
  When I was called to the counter with agents hand signal. I have politely stated to the agent that I already have **ETA, plus A3 ***** Technically A3 **** holder does not require **ETA. In other words, I have two officially documented ****s to enter the ***********. However, the agent kept looking at the computer screen instead of asking me for my **ETA, or A3 ***** Then, the same agent asked the question to ******** Chief Supervisor (I was told). She asked the agent does he have the ***** Of course, I had the **ETA including the A3 ***** However, the agent in front of me had no clue what to look for. Again, time wasted at the counter for about 10 minutes which seems eternity. And, the agent said, you cant leave today; must come in as standby on next flight tomorrow. I politely asked, Are you sure there is a flight tomorrow? The agent said Yes. However, I found out later that theres no flight next day. Again, I have been treated with wrong information.

  
  Im therefore convinced that I have been the victims of inadequately trained check-in counter agent, providing false flight information, not verifying the correct **ETA and A3 **** customers information in time to board the airplane. Obviously, the ****** Airlines primary business goal, assisting, providing timely service has fell short, leaving their customer stranded at the Airport. As a result, I had no choice but to purchase a ticket from other Airlines. Because I had to go back to work in ** ********** of ******* support mission in ***********.  
  At this point Id like to request a written apology from the management and asking a full refund instead, no more or less. I probably will not fly the Hawaiian Airlines although I have been a loyal Hawaiian Airlines member customer ************* since 2012. Im hurt emotionally, and deeply disappointed.
  

  Attached:
  a)    **ETA
  b)    A3 VISA
  c)    Hawaiian Airline Ticket purchase proof
  d)    Other Airline Ticket purchase proof
  e)    Hawaiian Airline membership

   

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

  Business Response

  Date: 12/14/2022

  Aloha **********,
  
  Because so much of the travel experience, such as security checkpoints and traffic to name a few, is outside your control and ours, we highly stress to include ample time in your travel schedule. For international departures, we advise guests to arrive at the airport 3 hours prior to departure. Guests who do not check-in and obtain a boarding pass prior to check-in closing are considered late. 
  
  We shared that although your reservation was cancelled due to checking-in late, your ticket is available for rebooking. However, after additional review, we see that you filed a chargeback dispute with your credit card company. While the chargeback dispute is being reviewed by the credit card company, your ticket is not available for rebooking. Once the credit card company makes a determination regarding the dispute, we are happy to answer or assist you with any questions you have regarding your ticket. 
  
  Sincerely,
  
  *************************
  Resolution Coordinator
  Consumer Affairs

• Initial Complaint

  Date:11/23/2022

  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.

  My wife and I booked a trip to ****** that departs on November 24, 2022. My grandpa died on November 22, 2022 and his funeral is scheduled for November 25, 2022. Our ticket numbers are eTicket#: ************* and eTicket#: *************. Our confirmation code is JUBAVI. Below is a quote from the Hawaiian Airlines website on the page titled "bereavement waiver":"You are eligible if you booked a reservation, but you were were unable to travel because:Your immediate family member passed away...Your immediate family members are defined as:Your spouse, children, parents, siblings, grandparents, or grandchildren..."Clearly, we are entitled to a refund. The first time I called, the customer service rep was clearly unaware of the bereavement waiver policy and decided it was appropriate to tell me that "next time my relative dies, I should make sure they die within 24 hours of my ticket purchase so I can get a refund". Seriously, you can check the recording. I instructed the rep to ****** "Bereavement Waiver", and after I read the entire policy to her over the phone she agreed that I was entitled to a refund. However, according to the rep I spoke with the next day, I am only entitled to a refund if I can produce my relative's death certificate before the flight's departure. My grandpa lived in a different state and the flight departs tomorrow, so this is not possible. The only option we have been given is to go on the flight or to lose all the money we spent. Hawaiian Airlines claims to have a policy for a bereavement waiver, but they have constructed that policy in a way that prevents anyone suffering from an actual family emergency from using it. Their reps have caused me undue emotional distress (see quote above). Their business practices are deceptive and bordering on fraudulent as they promise refunds in the event of a family death but make it nearly impossible to obtain them. I should be grieving; instead I am stuck looking for fair redress.

  Business Response

  Date: 12/02/2022

  ****** **** - **********************
  RE: ****/******, ********/********
  
  Aloha ************,
  
  Thank you for your patience with our response to you. Your message to the BBB was received and on behalf of Hawaiian Airlines, we'd like to express our deepest condolences for the loss of your grandpa. 
  
  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. We appreciate and value all of our guests and should make them feel that they are appreciated. Clearly the remarks made by our Reservations Agent was out of line and not aligned with our values. We need to get better and we've shared your feedback with our *********************** Managers for coaching opportunities. 
  
  As a gesture of aloha, we are issuing each of you a $250 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.
  
  For all bereavement requests, our site advises that if guests are unable to travel, we will refund all unused tickets with the provided supporting documents within 30 days. Grandparents fall within immediate family and would have qualified for a refund. However, I see that the tickets were used for travel on November 25 and 26.    
   
  ************, we apologize for the issues that detracted you from your full enjoyment of your time with us. Thank you again for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In brief, On July 8, 2022, we made confirmed first class reservations for a flight to/from ***/***. Four months later on November 11, Hawaiian sent us an email refusing to acknowledge the flight confirmations, receipts and eTickets they sent us and upon which we relied, and trying to downgrade us to their main cabin or pay them more money to keep our reservations and assigned seats. However, we had already paid once. Talking to four different Hawaiian agents, they would not recognize the legitimacy of their own documents but after an extended ordeal, offered us a monetary settlement which, although insufficient, we reluctantly accepted, but which they haven't honored even though they promised it twice. At best it's bait and switch; at worst, fraud. As it's difficult to believe that Hawaiian would intentionally defraud their customers, it has occurred to us (based on my CPA training) that perhaps their employees are defrauding the airline as well.We're sending BBB blow by blow descriptions (also provided to Hawaiian's CEO) of our interactions with Hawaiian specifically referring to a number of documents mentioned above. Although a chore, we're certainly willing to pdf each of them if BBB would prefer.

  Business Response

  Date: 12/05/2022

   Aloha ******************,
  
  Your complaint to the Better Business Bureau has been received by our office for a response.
  
  Thank you for your patience while we reviewed your case once again.  Please see the following of how our ********************* determined each of your ticket refunds:
  
  ****:
  ****'s original ticket price:  $5778.47
  Used segment for *********** to Kona:  $694.14
  Used segment for ******** to ***:  $2416.67
  Unused segment from ************* to *******:  $1308.99
  Unused segment from ******** to ***:  $1358.87
  
  Your partially unused ticket ************** was exchanged on July 8, 2022 for a round trip ticket ************* from *** to Honoluu and ******** to *** in our Main Cabin for travel on February 9 and February 22, 2023 and no additional fees were collected.  Therefore the refund of $1108.01 and $1559.85 for a total refund of $2667.86 was correctly issued.
  
  ****:
  ****'s original ticket price:  $5778.47
  Used segment for *********** to Kona:  $694.30
  Used segment for ******** to ***:  $2416.47
  Unused segment from ************* to *******:  $1308.99
  Unused segment from ******** to ***:  $1358.87
  
  ****'s partially unused ticket ************** was exchanged on July 8, 2022 for a round trip ticket ************* from *** to Honoluu and ******** to *** in our Main Cabin for travel on February 9 and February 22, 2023 and no additional fees were collected.  Therefore the refund of $1108.00 and $1589.88 for a total refund of $2667.88 was correctly issued.
  
  If you feel that we have made and error and there are outstanding charges that need to be refunded, please provide us with a copy of your credit statement of these charges in your email reply and we will review your case once again.
  
  Thank You,
  ***************************
  Hawaiian Airlines
  
  From:*******************
  Sent:11/30/2022 11:09 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, ************************* CN-01864013
  
  CAUTION: External Sender
  Report suspicious messages to ********************************
  ? ?
  
  Aloha **************--
  Thank you for your letter. Having reviewed all our correspondence, you are aware that after a terrible ordeal, we were repeatedly promised refunds of $4,218.62 per ticket, totaling $8,437.24 which we reluctantly accepted to bring this to a close.
  We called **************** immediately after reviewing the amounts of $1,108.01 and $1,078.00 first sent us to ask why we had not received the entire $8,437.24 and, as you know, were told that Hawaiian had made a terrible error and would immediately send us the remainder. We were repeatedly promised the remainder, then repeatedly told the refunds had been issued, but nothing appeared on our AMEX website until yesterday when insufficient credits of $1,559.85 and $1,589.88 appeared. We again immediately wrote to ask for the remaining $3,101.50, and today received your letter.
  While we were gratified to read that Hawaiian is devoted to outstanding customer service, the experience we are encountering still fails to meet the customer service standards you strive to maintain. We are mystified as to why you would fail to mention when the final $3,101.50 will be forthcoming.
  Let us close out this sad experience. Please issue the remaining credit of $3,101.50.
  Sincerely,
  **** and *********************;
  On Wed, Nov 30, 2022 at 3:36 PM Hawaiian Airlines: *********************** <************************************************************************> wrote:
  Message From Consumer Affairs
  11/30/2022 - Case: CN-01864013
  
  *********************** - *******************
  *******/****/****
  
  Aloha ******************,
  
  Your letter to *********************** has been reviewed by him and forwarded to our office for a response on his behalf.
  
  I'm sorry to hear about your unpleasant experience with Hawaiian Airlines when attempting to rebook your tickets under confirmation code SQVOMN.  As a customer, you are our valued guest, so we appreciate and welcome your feedback.  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 taken into consideration as we evaluate the areas in which we can improve the quality of our service. 
  
  After reviewing your case, I do see that two refunds for tickets in the amounts of $1108.01 and  $1078.00 were processed on November 16, 2022 and two additional refunds of $1589.88 and $1559.85 were processed on November 25, 2022.  All refunds have been processed back to the credit card ending in 8000.  These refunds should appear on your next credit statement or the one thereafter.
   
  Sincerely,
  ***************************
  Senior Resolution Coordinator
  Hawaiian Airlines, ***********************
  

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18452915
  
  I am rejecting this response because:  Please refer to my attached response to **************, Senior Resolution Coordinator, Hawaiian Airlines that I appended to her email to me. In brief, in exchange for our giving up our first class seats, Hawaiian had agreed orally and in writing to pay us $8,437.24. They have only paid us $5,335.74 leaving an unpaid balance due to us of $3,101.50. We are still waiting.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/21/2022

  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.

  Hawaiian airlines damaged my bag during transit in 2017. The refused to offer compensations for the necessary repairs but did offer a travel credit. I attempted to apply the credit to a later ticket, but it did not apply correctly, the staff then offered an extension on the purchase of the ticket. I received an email saying to use the credit before the 31st of December of 2022. When issued the credit, I was given a travel credit # and a redemption code. However, their current website needs a ticket number, which I was never informed I would need to keep.The staff then refused to honor my travel credit for the bags I repaired at my own expense, thus refusing to honor the travel credit. I explained the situation to the customer service representative but they instead transferred me to the website support team who only asked the same questions and were less able to help.

  Business Response

  Date: 11/22/2022

  Message From Consumer Affairs
  11/22/2022 - Case: CN-01862742
  
  

   

  *********************** - *********************************
  Confirmation Code: KAPDBD
  
  Aloha **************,
  
  We received the complaint that you filed with the Better Business Bureau and have started our review of your request.  We are writing to ask for your assistance with information that is presently not available in your current or past case files.  If you still have it available, please send us the Travel Credit Issuance email that you received with the Travel Credit number and redemption code by replying to this email and including it as an attachment.  You may also forward a copy of the Travel Credit Issuance email to ************************************************************************.
  
  We very much appreciate your help with the requested information.  Once received, we'll continue with our review of your case.
  
  ****************
  
  *********************
  Resolution Coordinator
  Consumer Affairs

  
  

• Initial Complaint

  Date:11/10/2022

  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.

  I flew Hawaiian airlines from Maui to ******* on 10/20/2022. I checked my golf clubs, and upon arrival to Phoenix I saw the cover was undone (I had clipped and secured it prior to checking) and I was missing a club. The club was a $300 putter, and I immediately called Hawaiian Airlines at 8pm to see what can be done. There were no staff available at the airport. No one answered and I left a voicemail. I did not hear anything back the following days. I called again every day for several days with minimal success in speaking to someone. Finally, I filed a claim only to hear it was not covered because I hadnt filed a claim within 4 hours of landing (no one answered the phone to file said claim) and that video recordings do not support a club was missing. Alas, I am still missing a very expensive item that was entrusted to this company for the flight. It seems the company is making all attempts to avoid me, to denounce any responsibility for the lost item, and lastly to replace my lost item. They claim I did not submit a claim within 4 hours, yet they did not provide adequate staff or resources to make this a possibility. You cannot set up customers for failure by creating rules that are impossible to achieve due to lack of coverage.

  Business Response

  Date: 11/23/2022

  Aloha ********************,
  
  We received your inquiry to the BBB on November 10 and on behalf of Hawaiian Airlines, I'm sorry to learn about your baggage experience on October 20 in *******. As a customer, you're our valued guest so there's never an acceptable excuse when you receive poor service.  Our *********************************** has provided their attached correspondence sent on November 10 advising of how to file a claim with TSA or through your insurance company.    
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:11/04/2022

  Type:Product 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.

  I booked tickets w/Hawaiian Airlines. Fare was $230 round-trip from *** to ********. I upgraded the tickets to main cabin with changeable flights for $275 round-trip per person.. When I clicked on the from $230 price it gave me multiple seating options to choose from, first class, main cabin basic, main cabin, etc. Each option had a price listed with "round-trip" beneath the price. I selected the main cabin option with the option to change flights. The price shown was $275 round-trip. I picked seats and was taken to the conformation screen. I began to review the info and saw that the itinerary now said the flights were one way tickets. Confused I thought I had somehow missed the return flight info. I checked through everything and even starting over from the calendar w/pricing to see if I missed the return flight info. Reread everything making sure I hadn't made a mistake and that these were listed as round-trip tickets. Couldn't figure out what I was missing. Tried to get help on chat it said I was connected but there was no rep there. Didn't want to miss the deal so I purchased the tickets. 20-30min later I got a chat mssg. Rep said they wouldn't honor the round-trip price. Price was for 1 way tickets. Spoke with their ******** rep and they repeated these were 1 way tickets even when I sent pics showing round-trip listed all over. Tried to contact by email and text as well w/ no response I only had 24hrs to get refund or be stuck w/one way tickets. It was made very clear I would not get refund after 24hrs. Fought all day with them and they refused to offer what was advertised. Had them refunded at last min as I couldn't be stuck w/ 1 way tickets. Got an email response 2day that said since the tickets were refunded they wouldn't do anything for me. This was absolutely a bait and switch deal. They used the 24hr refund policy to get me to cancel the tickets so they could say there is no deal to honor now.

  Business Response

  Date: 11/07/2022

  *********************** - **********************
  RE: EAFTHD 
  
  Aloha *****************,
  
  ***** and the BBB received your email, read your feedback and asked if I could reach out to follow up on your situation. On behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. 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.
  
  I've reviewed your reservation along with the screenshots provided and we apologize for the misunderstanding of our reservation system. I only see one travel date selected, May 24 making the price a one-way instead of a roundtrip. The booking session retrieved from our Web Team for confirmation code EAFTHD on November 2 shows only one way flight searches. 
  
  We see that the one way tickets for record EAFTHD were refunded. As a gesture of goodwill for the misunderstanding, 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.      
  
  *****************, we apologize for the issues that detracted you from your full enjoyment of your time with us. Thank you again for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18360637
  
  I am rejecting this response because:

  My desire is not to receive anything other than what was offered. The reason that the reservation appears as a one way ticket is because I was not given the opportunity to select the return flight information. When that option did not appear, I immediately attempted to contact Hawaiian Airlines through their chat feature. In the screen shot I have provided again, it clearly states round-trip price. I do not understand how that could be any more clear. If it had just listed the price without "round-trip " listed under it, I would understand your position much more. It is not listed as one way or blank it clearly states round-trip price. From one destination to another destination is not round-trip. I now understand that the website is obviously listing the incorrect information, but that is not my responsibility. According to the other screen shot I previously submitted in the original complaint, one way flights should not even be available to be quoted on this particular web page as "All prices are now round-trip". I am sorry that this information was erroneously provided, or that this particular web page was not working as it was supposed to by quoting only round-trip fares, but again I didn't create the page nor did I write the page. I feel that Hawaiian Airlines should do the honest thing and honor what was quoted as it's round-trip fare price. I must also say that I find it very concerning that in all of my communications with Hawaiian Airlines not one person has asked how I got to this website link that is giving out incorrect information and pricing. I would think that locating and correcting this information would be something your company would want to do in order to preventany further customer confusion.
  
  Sincerely,

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

  Business Response

  Date: 12/02/2022

  Aloha,
  
  We've received a notification from the BBB. In your situation, we see that a conversation has been initiated and ongoing with my Senior Director from November 22 regarding your reservation. If you have the link you mentioned, please provide us with this information. 
  
  Mahalo,
  ******************************;

  Customer Answer

  Date: 12/03/2022

  
  Complaint: 18360637
  
  I am rejecting this response because: There was no offer made in this communication to accept. Only additional information was requested. I have provided a video from today verifying that the web page is still up and running. It still has the "all prices are now round-trip " notation and the words "round-trip" next to the pricing. Now however, if I copy the link and try to return to that page after copying the link it takes me to the new page that shows the corrected pricing page. My original ****** search that led me to the the problem page was "does hawaiian airlines offer black friday specials " It then took me to a page where I could enter a departure date, where I was flying from and to, and how many passengers there would be. If you do that now it still takes you to the "problem " page. The initial page you are taken to from the ****** search, where you input the number of passengers and departure, now has a round-trip and one-way selector available, I do not know if that item was on that page originally or if it has been altered since my initial visit. To be absolutely fair and transparent, I absolutely do not recall. However, with the wording on the "problem " page, I was sure that I was being given round-trip pricing due to the verbiage used. I did not question if was being given one-way flight prices because it stated "all prices are now round-trip ". 
  
  Sincerely,
  
  ***********************

   

  I'm so sorry. I attempted to attach a video showing my screen while I progressed through the chain of events,  but unfortunately the file was unsupported. I did attach the current screenshots giving the information. The 4th screenshot shows the page you are taken to if you put in the link from screenshot 1. I will provide a copy of this information to ***************************** as well.