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:11/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 20th, 2022 I purchased four tickets for my family to visit our house in ******. the total cost was roughly $7800.00 for the four tickets. Since the purchase my wife has been having post covid related issues, and is having a lot of symptoms that are going to make it very difficult for her to enjoy our holiday trip to ******. I have requested a refund for the tickets so that I can retain the full value of my purchase for another trip. (We have a house there and will definitely visit again). However, Hawaiian airlines has only offered to let us cancel the trip and thereby forfeit the difference in fare If I purchase four tickets at a lower price. and since the holiday tickets are so incredibly inflated, I will only lose value on these tickets. I would like a full refund of purchase.

  Business Response

  Date: 11/04/2022

  *********************** - ***********************
  RE: *****/******/Coco/******, Ng/Yinxia
  
  Aloha **************,
  
  We've received your request from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn that you're unable to travel to ********. As customers, you're our valued guests and I can certainly empathize with your family's circumstances. 
  
  In recognition of your situation, Ill be refunding each ticket back to the card used for payment. We will make every effort to process refunds within seven business days. The refunds will be reflected on your next credit statement, or the one thereafter depending on your billing cycle. 
  
  **************, I appreciate the opportunity to assist you with this matter. Thank you again for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 11/04/2022

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

• Initial Complaint

  Date:11/02/2022

  Type:Sales and Advertising 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 purchased 3 tickets from Hawaiian Airlines on October 12th. The date for departure was on October 19th but I had thought I purchased it for December 19th. I didnt realize the mistake until 5 days after purchase which was on October 17th. I had called Hawaiian Airlines and they said they couldnt help me with credit or a refund. My husband called and explained that hes in the military and I have a high risk pregnancy. My husband has orders stationed in ****** and can not leave the island unless approved by his leaders, which is only around the holidays in December. He also explained that I have a high risk pregnancy and my doctor suggested that I shouldnt travel for at least a month. My husband talked to a supervisor that said it would be okay and it would be approved, he just has to send in my medical note. Sadly, my husband did not get an email confirmation of what the supervisor had said but we do know the calls are on a recorded line. The next day we get an email from Hawaiian airlines stating they cant help us because its too late. I had made an honest mistake that costed us $1,401. My husband can not travel due to military orders, I cant travel due to medical conditions and my son cant travel alone because he is 4 years old. We have purchased several tickets from Hawaiian airlines in the past because I have to travel with my son almost every 3 months for a custody order with his biological dad. I had purchased many tickets before my pregnancy and spent a lot of money with this company. I feel like the way things happened was unfair. I would have liked to use the tickets even though I made a mistake with them but I couldnt use them due to my husbands military orders and my high risk pregnancy medical condition. I would like a refund or credit towards another ticket for a later date.

  Business Response

  Date: 11/04/2022

  RE: ******/*****/********, ***/******
  
  Aloha ****************,
  
  We've received a notification from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn that you were unable to travel to *******.
  
  Please provide us with a copy of your husband's military orders advising he is unable to travel and we can process a refund of your tickets. You can attach any supporting documents in a reply email for us to continue with your case.
  
  Thank you for choosing Hawaiian Airlines and we look forward to hearing from you.   
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  

• Initial Complaint

  Date:11/01/2022

  Type:Customer Service 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 purchased a Hawaiian Airlines ticket this past May 27 2022 on the website full price for my trip January 19 2022 from *** to *** for $1532.00 plus I also purchased an upgrade for Extra comfort seats for $215.00 for total of $1732.00.I received an email on Oct. 11 modifying my flight departure from *** . And Last week I decided that the ticket is way too expensive for a round trip flight to east coast and asked for a refund .The Hawaiian Airlines customer service call center which is located in *************** gave me a difficult time saying that they only Wanted to give me a travel voucher instead of a full refund . I asked to speak to a supervisor or manager and they eventually promised to refund me the ticket price MINUS $150 . And they also promised to refund me the $215 Extra Comfort Seat Charge. I wrote an email to their customer service department complaining about the $150 charge that they kept for themselves. It is now Tuesday the following week Nov. 1st and I received only the $1391.00 I did not receive the $215.00 which they also promised . I would like a full refund of $1747.00 that I paid for the ticket and not get the runaround and the hard time that this company is giving **** am a ****** resident and have been a long time Hawaiian Airlines passenger. I expressed this in my email as well but they have ignored this . It is such a shame they treat customers this way.I would like your assistance in contacting the corporate offices .Ticket number : ************* Booking Reference : CVNOFZ Name : ***************** Thank you for your assistance with this matter,*****************

  Business Response

  Date: 11/04/2022

  Aloha Mr. ********* style="font-family: arial; font-size: *******px; background-color: rgb(255, 255, 255);">
  We've received your inquiry from the BBB and 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.
  
  Our records show that each refund has been successfully processed and not rejected back to Hawaiian Airlines. Here is the *** (Acquirer Reference Number) which traces each transaction from Hawaiian Airlines refund processor to your bank. Please work directly with your bank to file a dispute for Non-Receipt of Credit and provide the *** to the Disputes Representative.
  
  Ticket: 1732188437894
  ***: 55417342303873031538318
  Amount: $1391.00
  Date: October 30, 2022
  
  Extra Comfort Seat: 1731505243222
  ***: 55417342306873062277346
  Amount: $215.00
  Date: November 2, 2022   
  
  Mr. *****, we thank you again for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:10/31/2022

  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.

  Purchase date: 5/24/22 Amount: $2908.77 Nature of dispute: Requested assistance from Hawaiian Airlines (on more than a few occasions) to correct passenger last name from *********************************** (maiden) to ***************************** ********) (married) for itinerary: 72310282852052/ticket: *************. Some of the responses received were...1) provide documentation (****** state ID, marriage and birth certificates were provided on at least 3 separate times); 2) I'm not authorized to request this change even though I booked/paid for the reservations and ********* (my mother) gave verbal authorization over the phone;3) the tickets were not purchased directly from ** and needs to be corrected through the issuer (Hawaiian Airlines Vacations Package). A couple of things to note is that the confirmation/itinerary sent via email states, "Thank you for booking with Hawaiian Airlines!" and when going to the ** vacation package site to manage (change/cancel) the booking, there are instructions which state to contact ** for help managing this itinerary, ie. name corrections. Also ** apparently provided assistance when a request to upgrade the seats were made without referring them back to the vacation packages ***** So it seems they are willing to assist when we are giving more money to them but not when requesting assistance for a name correction.I would like this to be resolved ASAP as the departure date is for 12/4/22 with a return date of 12/10/22. Both legs need to be corrected so that when she is travelling she doesn't encounter any problems.

  Business Response

  Date: 11/01/2022

  Message From Consumer Affairs
  11/1/2022 - Case: CN-01858329
  
  ******* Real - ******************
  Re: BALATICO/*********
  
  ********************,
  
  Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.  Our office acknowledges the complaint that you filed with the Better Business Bureau (BBB).
  
  I'm sorry for the delay in getting the last name updated for *********,  but the name has been updated.  I attached a copy of the itinerary for reference.
  
  I appreciate the opportunity to respond to your concerns.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 11/03/2022

   
  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,
  
  ******* Real

• Initial Complaint

  Date:10/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint on this company, because they routed us to a airport where they do not even have a hub. They dropped ** off in a hangar that wasn't even completed. They made false promises at 11:30 pm at night they told us they had to land in ******* when our tickets were for ******. They told ** there was a Mechanical issue and the weather was making them have to divert to a different airline that they don't even have a hub. They told us they would be putting us in Hotels because of this. That never happened only their crew was provided accommodations. We were left in the hangar with so many promises, but they were coming from the *** Agents no one from Hawaiian Airlines was there as they were all escorted off by security as we sat in the airport waiting for someone to let us know what they were going to do. I contacted the airlines to stress my concerns and they were all told to say the same thing to all the customers, they had no real concern. I had my 4 & 5 year old grand children with me and this was just one unpleasant experience for them to have to be up for 24 hrs due to the distressing situation. We finally took it upon ourselves like everyone else did to get a rental to drive 2hrs and 37 min after sitting in the airport deserted by this airlines for over 11 hrs. I am making this complaint for other people to know how this airline handles business and would like to be compensated for my return flight as well as the rental we had to obtain just to get back to our vehicle in ****** where our flight was suppose to originally land. I am also filing a complaint with the Attorney General in ****** *************************, because this airlines has several complaints and it makes no sense that no one has done anything to make them change their protocol

  Business Response

  Date: 11/02/2022

  Message From Consumer Affairs
  11/2/2022 - Case: CN-01858070
  ************************* - *************************
  ******/******/*****
  ******/*****/****/*******
  
  Aloha Ms. ******,
  
  Your complaint to the Better Business Bureau has been received by our office for a response.
  
  On behalf of Hawaiian Airlines, please accept our sincerest apologies for your unpleasant experience on our recent flight from ******** to ****** on October 24, 2022. Please know the safety of our guests and crew members are of the highest priority, and due to inclement weather, our flight needed to be diverted to the ******* Airport (***). However, once our flight landed, unexpected maintenance issues were discovered which caused the flight to be further delayed and then canceled.
  
  In recognition of the inconveniences and poor service experienced on October 24, we are issuing you a $750 eTravel Credit, good for future travel on Hawaiian Airlines. Please see below for the credit information along with the instructions for the redemption and Terms and Conditions 
  
  While I understand that our vendor in ******* did their best to help provide transportation from ******* to ******, I recognize that some guests opted to find their own transportation and accommodations. If you incurred additional expenses for transportation, hotel and/or meals related to the flight delay, please send a copy of your receipts along with your current mailing address by replying to this email for review and consideration.
  
  In retrospect, we recognize that this situation could have been managed much differently. Please be assured that this diversion and cancellation is currently being reviewed by our management team and we will continue to evaluate the areas in which we can improve the quality of our service. 
  
  I appreciate the opportunity to respond to your concerns, and I will proceed with your case once I hear back from you.
  
  Sincerely,
  ***************************
  Senior Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 11/05/2022

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

• Initial Complaint

  Date:10/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hawaiian Airlines flight from ******** to ****** stranded me in *******. After the service failure Hawaiian Airlines refused to transport me from ******* to ****** by ***. They charged me the full amount for the flight anyway. The representatives promised a refund for my ticket and never gave it. They ignored federal DOT laws concerning compensation for service failures and flight delays. They tricked a bunch of people on my flight as well. I spoke with a manager at the ****** terminal and she promised me a $500 credit and would email me. I got nothing. This is by far the worst airlines to fly. It's a shame they carry Hawaiian in the name.

  Business Response

  Date: 11/02/2022

  11/2/2022 - Case: CN-01857544
  BBB #********
  
  ************************************************************************
  
  Aloha Mr.  *****,
  
  Thank you for your patience in awaiting our reply. We received your email and your email to the Better Business Bureau (BBB) on October 31. On behalf of Hawaiian Airlines, please accept our sincerest apologies for your unpleasant experience on our recent flight from ******** to ****** on October 24, 2022. Please know the safety of our guests and crew members are of the highest priority, and due to inclement weather, our flight needed to be diverted to the ******* Airport (***). However, once our flight landed, unexpected maintenance issues were discovered which caused the flight to be further delayed and then canceled.
  
  In recognition of the inconvenience you experienced we are issuing you a $750 eTravel Credit, good for future travel on Hawaiian Airlines. You may use this link to redeem your eTravel Credit and enter the following information into the form:
  
  Passenger First Name
  Passenger Last Name
  Flight Number: 82
  Date of Flight: October 24, 2022
  
  Please accept the Travel Credit Terms & Conditions and click the "Redeem" button. 
  Below, weve listed the terms and conditions associated with your travel credit(s). Please read this information carefully, so youll know how to book your travel. This Travel Credit expires one year from the date of flight listed above.
  
  In retrospect, we recognize that this situation could have been managed much differently. Please be assured that this diversion and cancellation is currently being reviewed by our management team and we will continue to evaluate the areas in which we can improve the quality of our service. 
  
  While I understand that our vendor in ******* did their best to help provide transportation from ******* to ******, we recognize that some guest opted to find their own transportation and accommodations. If you incurred additional expenses for transportation, hotel and/or meals related to the flight delay, please send a copy of your receipts for review and consideration and your bank information so we can reimburse you electronically to your bank account.  Please note that funds can only be refunded back to the name of the ticket holder.
  
  Account Beneficiary Name
  Beneficiary Address
  Beneficiary Email Address
  Bank Name
  *ABA Number
  Bank Account Number
   
  *Please note: ABA numbers for deposits may differ from ABA numbers for wire transfers. Please verify with your bank their ABA number specifically required for ACH deposits.
  
  While ACH deposits are processed a little quicker, I understand that you may not feel comfortable providing me with this information.  If that is the case, please provide your mailing address where we can mail the reimbursement check to.
  
  In retrospect, we recognize that this situation could have been managed much differently. Please be assured that this diversion and cancellation is currently being reviewed by our management team and we will continue to evaluate the areas in which we can improve the quality of our service. 
  
  We appreciate the opportunity to respond to your concerns, and we will proceed with your case once I hear back from you.
  
  Sincerely,
  
  Sincerely,
  *******************
  
  Sr. ********** Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  --------------------------------------------------------------------------------------------------------------
  
  Terms and Conditions
  This Travel Credit and any transportation covered by it are subject to the applicable tariffs, conditions of carriage, and rules and regulations of Hawaiian Airlines effective at the time of ticket issuance. Transportation will be supplied upon the application of this Travel Credit for a ticket on a future flight at values established by the applicable tariff and class of service.
  
  This Travel Credit has no cash value, and entitles the passenger named on this Travel Credit to a credit for the face amount on this Travel Credit towards the purchase of any available Hawaiian Airlines published or web fare (on www.HawaiianAirlines.com).
  
  1. All flights are subject to availability at the time of reservation.
  
  2. All travel will be in accordance with Hawaiian Airlines' published tariffs, the rules and restrictions applicable to the fare used, and Hawaiian Airlines Contract of Carriage.
  
  3. The full face value of this Travel Credit must be redeemed in one transaction for one ticket (i.e., one ticket number) for services of equal or higher value.
  
  4. If the Travel Credit is redeemed for a ticket of lesser value that the Travel Credit, the balance will be surrendered/forfeited by the passenger.
  
  5. This Travel Credit cannot be combined with any other credit order or promotional offer.
  
  6. This Travel Credit may only be used for one transaction for one ticket (i.e., one ticket number) regardless of the number of flight segments in the itinerary.
  
  7. This Travel Credit may only be used for future travel on Hawaiian Airlines.
  
  8. This Travel Credit is not valid for services, products or fees listed below:
  
  Code share flights
  Travel packages
  Payment for special services
  Purchase of HawaiianMiles
  Inflight amenities such as beverages and headsets
  Neighbor Island Travel Plans
  Rental car, meals or hotels
  Payment of C.O.D. amounts
  Merchandise
  Cargo charges
  Unaccompanied minor and Meet and Assist fees
  Oxygen units
  Checked baggage fees
  Ticket change fees
  Upgrade fees
  Fare difference for changes to previously issued tickets

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18331331
  
  I am rejecting this response because: According to the BBB website I should be providing personally identifiable information on this platform. You have also reached out via email and I have responded there as well as here. Furthermore - Refunding to my ACH is impossible as stated in my previous email. The refund should be submitted to the original form of payment which was a credit card. The Travel E credit can only be used 1 time and has restrictions, although it is a nice gesture confines me to the liability of another service failure by your organization which is the main reason for this complaint. I have requested formally with you and the *** and Air Consumer affairs cash compensation on top of my refund which is regulated and mandated by federal law. 
  
  400% of my fare as determined by the ***. It is only fair that after being stranded on a tarmac for 3 hours and almost 24 hours in a completely different city and having to arrange transportation home for myself that I could at the very least be refunded back to my credit card; instead, I've had to file chargeback with my credit card company in order to investigate this along with the BBB, the ***. 

   

  Please do not attempt to use this platform in order to solicit PPI for from again. A good faith offering for resolution could've been the *************** and Refund alone, but the solicitation further proves that Hawaiian Airlines will attempt at any means to weasel its way out of this complaint. by stalling. 
  Sincerely,
  
  *******************

  Business Response

  Date: 11/22/2022

  Aloha Mr.  *****, 
  
  Thank you for your reply. As previously mentioned, there are no **************************** (***) regulations requiring airlines to provide passengers with money or other compensation when their flight is diverted and if the ticket has been uised, which it has been in this case.  Each airline has its own policies about what it will do for delayed passengers. Cash compensation is given if you are bumped on an oversold flight, and full refunds are offered if you do not use your ticket for a delayed/canceled flight. You may find more information on the **************************** website. 
  
  Regretfully, we are still unable to exchange the eTravel Credits for monetary compensation. If you are unable to redeem them within a year, we will be able to extend them for an additional year after they have expired. 
  
  If you incurred additional expenses for transportation, hotel and/or meals related to the flight delay, please send a copy of your receipts for review and consideration and your bank information so we can reimburse you electronically to your bank account.  
  
  Thank you for your understanding. Please take care.
  
  Sincerely,
  *******************
  
  Sr. Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:10/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They issued a credit to us for a comfort seat. It was available on the website at the time I booked a seat. Then a day before I was to fly, they said I had to pay $295 for the comfort seat or lose it. The plane was ***************** at this point. I reached out to them, but was not able to get them to do anything. I have screen shots etc. i also complained after to their consumer affairs division, which they did absolutely nothing. I filed a dispute with the Hawaiian air Credit card company who also closed the dispute without sending me any notice at all. Every time I try to talk with them, they s*** me down or ask me to send a letter. This has become so blatantly fraudulent that I want this spread to the powers that can help control it somehow. This is not the first time it has happened. They also said our credit card had been declined twice. We pay it off every single month and they never asked for my credit card because it was a seat credit.

  Business Response

  Date: 10/31/2022

  9/9/2022 - Case: CN-01846819
  BBB #********
  
  *********************** - ******************
  
  RE: ******/****/*****
  
  Aloha Ms.  ******,
  
  We received your complaint to the Better Business Bureau (BBB) on October 27. As part of our terms and conditions, guests making date, flight or reroute changes may apply the value of the Extra Comfort seat fee to the purchase of an Extra Comfort seat or a Preferred seat, if it is available, on the alternative flight. You are responsible for paying any amount in excess of the Extra Comfort seat fee you originally paid, and no refunds or credits will be provided for any unused value.  Extra Comfort Seat prices do vary depending on flight, seat location and time of purchase.
  Due to your circumstances, we refunded your original Extra Comfort Seat fee for $99 to the original card used for payment, credit card ending in 6429. All refunds must go to the original form of payment.  This transaction should appear on your next credit statement or the one thereafter.
  
  While it doesn't make up for it, in recognition of the problems you encountered we also issued you a $150 eTravel Credit, good for future travel on Hawaiian Airlines. We have confirmed that is working properly in our system.
  
  Ms.  ******, we thank you for choosing Hawaiian Airlines and for sharing your experience with us.  We're sorry that we didn't meet your expectations.. Please take care. 
  
  Sincerely,

  
  *******************
  Sr. ********** Coordinator
  Hawaiian Airlines, Consumer Affairs Office

  Customer Answer

  Date: 11/01/2022

   
  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.
  However, their system is still not working correctly.  I booked a flight for my husband a couple of days ago, and when I went into his account, it showed 4 flight bookings, with 4 separate confirmation codes.  There are some serious issues with their web page.  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/26/2022

  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 tried to make a complaint but conveniently today, 10/26/2022, the 'contact us' link for ******* Airlines is not working.This is regarding ******* Air Flight HA82 Departure 9am Oct 24 from ******** to Austin.When it came time to check our bags for the flight, I waited in line for about an hour and when I got to the desk, I was told that I was in the wrong line, and the person directed me to another line. I went to wait in the second line. A half hour later, I was told to go back to the first line again.I went back to the first line. I thought we would be late to catch our flight so my partner and our work group went ahead and I stayed to deal with the baggage situation. When I finally got to the original person, she told me that it was too late to check my bag!! I then asked her if she could send it on a later flight. I told her I would go pick it up at the airport if I had to. She DIRECTED ME TO THE ***** CAN AND TOLD ME THAT'S WHERE I COULD PUT IT. I literally had no recourse!!I had my prescription medicine, my glasses, all of my new clothes I had purchased for the ****** trip as well as all of my new shoes, a slew of souvenirs, all of my toiletries, all totaling well over $3000 in that bag and I literally threw it away!! I had no other choice but to take what I could carry on the plane, which wasn't much, and throw my suitcase and much of it's contents away.The plane then rerouted to Houston, and I had to pay over $140 to rent a car back to ******!!

  Business Response

  Date: 10/28/2022

  Message From Consumer Affairs
  10/28/2022 - Case: CN-01857521
  
  ***************************;- ***********************
  RE: PEMBRIDGE/******; ******/*******
  
  Aloha **********************,
  
  We have been contacted by the Better Business Bureau, and we are sorry to learn about your unpleasant experience with Hawaiian Airlines.
  
  Upon our review of your inquiry, we are sorry that you made the decision to throw away your bag contents, due to you missing the cut-off time to be checked in and check your bag for your scheduled flight.  Hawaiian Airlines is not liable for you throwing out your bag contents to make your flight.
  
  We regret our Hawaiian Airlines flight HA82 from ******** to ****** was diverted to Houston and later canceled due to weather conditions in ****** and then maintenance upon landing in Houston.  We understand that this isn't an ideal situation for our guests; however, we would like to assure you that the safety of our guests and crew is our number one priority.
  
  As a goodwill gesture, we are issuing you each a $500.00 eTravel Credit, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption, and Terms and Conditions will be sent to *********************** and 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 also need your rental car receipt for our review.  Please send a copy of your receipt to ************************************************************************ and include the CN-01857521 in the subject line, and ensure that the receipts have a name, date/time, the form of payment, and the total amount paid.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

• Initial Complaint

  Date:10/22/2022

  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 had booked a R/T flight from ****** to Tahiti. Due to the increased Travel Advisory due to Covid at the time, we didn't take the initial trip and was *****ed an extension for my airfare (over $2,000 for 2 tickets) until Dec 31, 2022. I was planning to take a trip in November and use the credit, however as I live in ******* and my parents live in Sanibel Island **, our homes were severely impacted by *************** total devastation in ******* **. I reached out to Hawaiian airlines asking for another extension - not my money back but only another extension due to the situation caused by Hurricane ***. I received the following message back from them via email (see the attached email exchange). I had other travel credits expiring this year with other airlines and hotels - all of them issued another extension and provided their sincere wishes on recovery from my situation. Not only did Hawaiian not ***** me an extension but they also did it with any lack of compassion or sincerity. I find all of this beyond acceptable and I hope they realize in the end that they were wrong and are accountable for their actions.

  Business Response

  Date: 10/26/2022

  ***************************** - ********************
  RE: *********/*****, ********/****
  
  Aloha **********************,
  
  We received your inquiry to the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn that you were unable to travel to *******. As customers, you're our valued guests and I can certainly empathize with your circumstances. 
  
  I've reviewed your ticket and in recognition of your request, I'll be refunding your tickets and Extra Comfort seat upgrades back to the card used for payment. We will make every effort to process refunds within seven business days. The refunds will be reflected on your next credit statement.    
  
  **********************, I appreciate the opportunity to assist you with this matter. ***********;for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 10/27/2022

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

  I just want to thank you for your help on this matter - I was getting no where with my personal complaint so greatly apprecaited.

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

• Initial Complaint

  Date:10/19/2022

  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.

  I had booked 2 tickets (reservation number CXZEAF) on June 6th, 2022 for about $1000 and on July 9th, 2022 Hawaiian airlines cancels it stating that they no longer are going to fly out of our airport. Since we no longer can fly Hawaiian airlines as the closest airport they fly out of is over ***** miles away from us, I requested for a refund since it was Hawaiian airlines that had cancelled our flights, not me. Created a case (CN-01838439) with their consumer affairs office and even got an email from them on August 1st, 2022 stating that they will be mailing me a check if I provided them with my mailing address. I replied with my mailing address that same day and have not heard back from them or received my refund since then. Ive attempted to contact Hawaiian Airlines numerous times, even created another case as suggested by their customer support to get a status of my return and cant get an update to my refund or any sort of tracking information. This has been a frustrating situation for months as Im out $1000 for our tickets due to Hawaiian Airlines cancelling our flights and I cant even get my money back.