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:10/12/2022

  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.

  I booked my round-trip flights (*** <-> ***, confirmation #. AJJIWJ) in April 2022 for $5,948.34 via Priceline.com. Return flight from *** to *** was on July 8, 2022. On 5/29, I received an alert on my flight status change at Priceline app. It was from Hawaiian Airlines saying my return flight on 7/8 was cancelled. I called Priceline customer service and ********************** right away. HA customer service told me that the whole flight #*** from *** to *** on 7/8 was cancelled and couldn't find me two seats from ***** (any airport) to *** on 7/8. There are two seat available on 7/7 flight but I need to pay $25/passenger to get these two seats. I paid $50 ($25 x 2) because I couldn't find two one-way tickets from ***** to ******** somehow. Due to this return flight change, I booked one night hotel at ******** for $136.97 to connect to my flight from ******** to ********, ** on 7/8. (HA flight #. Confirmation #. 44AKYNHB) Later on 7/7 upon arrival at ***, my daughter wasn't feeling well so I had to buy one-way tickets at the gate to return to home on 7/7 for $318 with ****** Airlines. My credit card company (Chase Sapphire Reserved) declined to pay my out-of-pocket expenses via its Travel ******************************* So here I'm seeking reimbursements from Hawaiian Airlines. It was not my fault or my decision that your flight #*** was cancelled. But I'm the only victim here, incurring extra payment for your business decision that is unfair and unacceptable from a consumer's perspective. I would highly appreciated if you could take time to look into this. Thank you!

  Business Response

  Date: 10/18/2022

  Aloha Ms. ************** apologies as I see that you submitted your lodging receipt with your BBB complaint.  In order to issue the $136.97 reimbursement, we can process this as a deposit directly to your bank account.  Please provide the necessary information below to get this started.
  
  Account Beneficiary Name
  Beneficiary Address
  Beneficiary 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.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
   
  From:************************************************************************
  *******/18/********** AM
  To:*********************
  Subject:Hawaiian Airlines, ************************* CN-01854679
   Message From Consumer Affairs
  10/18/2022 - Case: CN-01854679
  
  *****************************************************
  Re: ****/*******
         SON/****
  
  Aloha Ms. ****************** for your patience as you were awaiting our response.  Our office acknowledges the complaint that you submitted with the Better Business Bureau (BBB).
  
  Schedule Change
  I'm sorry to learn that your Osaka to ******** flight was affected by a schedule change.  Schedule changes are never a pleasant situation for everyone involved.  As a 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.  
  
  After reviewing your case, as a courtesy, we'll go ahead and reimburse you $136.97 for your lodging expense.  For auditing purposes, please provide us with a copy of your expense receipt (no confirmations) for review.
  
  I'm also sorry for any misunderstanding, but the $25 fee (per guest) that was charged wasn't a seat fee.  Since your ticket wasn't issued directly by Hawaiian Airlines, a $25 handling fee applies to all travel agency bookings.  Considering the circumstances, we'll go ahead and refund the two charges of $25 each.  While we will make every effort to process the refunds within the next 7 business days, due to the number of requests that were working through, processing may take up to 30 business days.  For security purposes, the refunds will be issued to the card used for payment.
  
  Ticket back to ************
  Our records show that a Main Cabin Basic fare was purchased for your ******** to ************ ticket.  To better serve our guests and their unique travel needs, we introduced our Main Cabin Basic fare to offer a wide spectrum of travel options.  While our most affordable fare option still provides our guests with the same authentic Hawaiian hospitality, this fare is highly restrictive.  One of the restrictions is the tickets are non-refundable and non-changeable once issued.
  
  While no refund is due, after reviewing your case and considering the circumstances, as a courtesy, we've gone ahead and authorized a refund of your ticket numbers 1737741206017 (****) and 1737741206018 (*******).  However, since these tickets weren't issued directly by us and remain wholly unused, please contact Priceline for assistance with your refund.  Please provide them with your ticket numbers for reference.   The waiver code that Priceline needs to process the refund is documented on the tickets; for your reference, the waiver code is "CN-01854679."
  
  I appreciate the time that you've taken to contact us.  On behalf of myself and everyone here at Hawaiian Airlines, we apologize for the issues that detracted you from your full enjoyment of your time with us.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  

• Initial Complaint

  Date:10/10/2022

  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 over $2000 in flight credits with Hawaiian Airlines because of tickets purchased during COVID. My frequent flyer # ******** and my husbands is # *********. I was told the credits were good until Dec 31. I called to make a reservation and the credits cannot be found. I believe the airline "lost" our credits and are not honoring them. I was my money back. This is a terrible thing to do to anyone. *********************** ***************************

  Business Response

  Date: 10/11/2022

  Message From Consumer Affairs
  10/11/2022 - Case: CN-01853691
  
  *********************** - *********************

  RE: ******/*****/Paraig
  
  Aloha *****************,
  
  We have been contacted by the Better Business Bureau regarding your unused tickets.  However, we will need more information from you to assist you further, please provide us with the ticket numbers or reservation record locator.
  
  Once we receive this information we will be able to assist you further.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

  Customer Answer

  Date: 10/12/2022

  Yes it has been resolved 
  Thank you
  **********************;
  

  
  

• Initial Complaint

  Date:10/06/2022

  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 contracted Covid-19 a week before my flight for ******. I petitioned for a refund and was told its on a case to case basis that they ***** refunds. For whatever reason ************** covid and canceling my flight because of it wasnt a good enough reason to refund me. I have went through every obstacle thrown my way in the pursuit of Justice. I submitted a doctors note with proof and I have reached out to them concerning their policies. I will never spend my hard earned money with this airline or any other airlines that dont take Covid 19 seriously. There has to be more consumer consideration protocols for when their flyers inevitably catches the Virus. To just say tough luck is bad business.

  Business Response

  Date: 10/07/2022

  
  Message From Consumer Affairs
  10/7/2022 - Case: CN-01853018
  
  ********************* - *********************
  
  Aloha ************,
  
  Mahalo for contacting us, and I truly appreciate your patience as you were awaiting our response.  Our office also acknowledges the complaint that you submitted with the Better Business Bureau (BBB).
  
  I'm sorry to learn that you were unable to travel as scheduled, and I hope that you're feeling better.  After reviewing your case, we've gone ahead and authorized a refund of your ticket number 1737764049253.  Since this ticket remains wholly unused and wasn't issued by us, you'll need to contact the original booking source for assistance in getting your ticket refunded.  Please contact them and provide your ticket number for reference.  The waiver code that they need to process the refund is documented on your ticket; for your reference, the waiver code is "WV2006."
  
  I appreciate the time that you've taken to contact us.  We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 16th 2022, I planned on taking a flight from ********, ** to ***********, ** then a flight from there to *******, **. I had screen shot my tickets the night before (Flight HA0100 and HA2378) and double checked on the way to the airport. When I tried to independently check in, the check in machine told me to go talk to a representative. My bag was overweight so I packed an extra bag with things I had bought as gifts for friends to carry with me. Nobody had told me of any changes so I went to the gate.When I got to ***********, it turns out that my next flight was headed to ********, *** airport. I had not been informed of this at all. No email, call, nobody at check in told me even though the person asked me where I was going and I outlined my known trip and they said "Ok, great. Can you put your bag on the scale?" I take medication that needs to be taken at a specific time of day for critical health issues. Due to the change in flights, I would not be able to take that medication as I would not have access to it, and I would need it to remain in another airport for an extra 7 hours. I went to Jet Blue, who the new ticket was for, and asked for their help but because I bought it through Hawaiian, Jet Blue couldn't do anything for me. Due to the size of this airport, it took me 5 of the 6 hours of my layover to find out that the ticket desk was not staffed, there was nobody at any of their gates, and that nobody on the customer service phone line would be able to change my flight. When I finally got some answers on the phone, they said my options were to fly what I had or cancel the flight and buy another one then file a claim. I ended up cancelling and buying another ticket for $413.60. I want them to cover the cost I paid to change flights. I bought the tickets for the flights I wanted and there was no effort on their part to inform me of any changes which could have negatively effected my health or help improve the situation they put me in.

  Business Response

  Date: 10/06/2022

  Aloha ****************,
  
  Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience to *******. As customers, you're our valued guests so there's never an acceptable excuse when you receive poor service. 
  
  I'm concerned to see how our agents handled your reservation and can certainly empathize with your frustrations. Please know that we take situations like yours seriously and have shared your experience with our *********************** for their review.
  
  In recognition of your experience, I'll be refunding the HA2378 ***********-******* segment at $136.96. In recognition of your new ticket purchased, I'll also be refunding the difference of the ** ticket at $276.64. Both refunds will be processed to the original forms of payment. We will make every effort to process refunds within seven business days. The refunds will be reflected on your next credit statement.  
  
  ****************, we apologize for the issues that detracted you from your full enjoyment of your time with us. Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:10/05/2022

  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.

  Airline Code: HA, Flight Date: 10/02/2022, Flight Itinerary: UAXHWA Hawaiian Airline failed to load my dog onto the plane as checked luggage. They "Forgot" him when they continued to load the other bags. He was stuck in his kennel for over 18 hours without food, water or access to relieve himself. I'm a veteran and he's my emotional support animal. Hawaiian airlines failed in doing their job and handling my dog with care. He didn't arrive into *** until the next evening and he was extremely distraught, terrified and dehydrated. He screamed and barked for over an hour while just in the terminal after finally being let out of his kennel. The General Manager of Hawaiian Airlines witnessed this first hand as he. For 18 hours my dog was trapped, alone, scared and not given the bare necessities. This is unacceptable and outright animal abuse and negligence. The operations Manager who informed me that he was left behind even stated and admitted that Hawaiian Airlines dropped the ball and its inexcusable behavior. My dog has been traumatized since, he cries everytime i exit the room, he scratches at the door and tries to be psychically on top of my every second now. I lost two days of work and full-time pay because of their responsibility' to care for a living breathing animal, someone's pet, someone's family member, and most importantly a veterans service animal. I was assured many times over when i made the booking that he would be cared for, treated correctly handled with priority. I even assisted the Hawaiian airlines employee with loading him onto the pushcart in honolulu and taking him to the back. I asked the flight attendant before boarding doors closed to verify that he was loaded on and was assured he was onboard below deck in baggage holding only to find out 6 hours later that he was left in honolulu by himself. This again is animal abuse and needs to be corrected.

  Business Response

  Date: 10/18/2022

  Tell us why here..Message From Consumer Affairs
  10/13/2022 - Case: CN-01852358
  ****************************** - ***************************
  
  Aloha ******************,
  
  I'm sorry to hear about your unpleasant experience with Hawaiian Airlines due to the servicing of your checked in dog and how this situation was handled.  As a customer, you are our valued guest, so there is never an acceptable excuse for poor service.  The experience you encountered is not the customer service standards we strive to maintain.  We want our guests to receive the outstanding customer service they deserve each time they travel with us. Please be assured that your experience has been shared with the appropriate Department Managers for their internal review and appropriate corrective action.
  
  As a courtesy, we will be issuing a refund of your flight, baggage fees and ancillary pet fees.  In addition, we will be depositing bonus HawaiianMiles along with a travel credit for future travel with Hawaiian Airlines. 
  
  ******************, I truly apologize for the poor service you received on October 2 and 3rd when traveling with us.  Should you have any additional concerns or questions, please do not hesitate to contact me by replying to this email.
  
  
  .

  Customer Answer

  Date: 10/19/2022

   
  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:10/04/2022

  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.

  My family originally bought our HA flights from ********* to ********/**** and back on 7 March 2022. The flights cost ******* (confirmation code ZXLTZS). The flights were: Transit ********* ** to **** oFlight ******* from ROC to *** Saturday 11 Jun (operated by JetBlue)oFlight ******* from *** to *** Saturday 11 Jun oFlight ******* from *** to *** Saturday 11 Jun Transit **** to ******** oFlight ******* from *** to *** Monday 20 Jun Transit ******** to ********* ** (original)oFlight ******* from *** to *** Sunday 26 Jun, arriving morning Monday 27 Jun oFlight ******* from *** to ROC Monday 27 Jun (operated by JetBlue)HA notified me that they were not doing the ******* flight. They proposed an alternative: that gave **** hours layover in ***, 5 hours of layover in *********, and 1.5 hours of layover in ***. Because the flights would have arrived a day later, both my wife and I would have had to take an extra vacation day from work to accommodate the proposed schedule. This alternative was rejected. HA refused to put me on the JetBlue flight that had been called HA****. JetBlue executed the flight anyway (JetBlue flight 186), just without the ******* designator. Because HA wouldnt move us to the JetBlue designated flight, this would have required our family to recover our bags upon departure of ******* then go back through TSA security to catch the JetBlue flight (unreasonable with a 1.5 hour layover). We had to rent a car and then drive the 5 hours needed to return to *********. This was an electronic bait and switch as they had an available JetBlue flight that they could have continued to support, and instead chose to not support while also maintaining advertising that they would support the Hawaiian airlines designated equivalent flight for days afterwards. This is a violation of Article 22-A (349-350-F-1) of the Consumer Fraud and Deceptive Business Practices Act and was a crime not only against my family but also all of **************.

  Business Response

  Date: 10/05/2022

  Message From Consumer Affairs
  10/4/2022 - Case: CN-01852697
  
  *********************** - *******************************
  
  *******/****/Mai/******
  
  Aloha Mr.  *******,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted inquiry to the Better Business Bureau about the schedule change on your recent flight. We appreciate your patience and pologize for any inconvenience this change may have caused you.
  
  To operate efficiently, we may make minor schedule changes (flight departure or arrival time is less than 30 minutes earlier/later than originally scheduled) without notifying our guests in advance. However, if we need to make a significant schedule change (flight departure or arrival time is more than 30 minutes earlier/later than originally scheduled), and you provided us with your contact information when you booked your flight, we will let you know.
  
  On March 7, 2022, our records show that Codeshare tickets (ZXLTZS) were purchased for your scheduled round trip travel on June 11 - 27, 2022, from ********* to ******** on **************** connecting on Hawaiian Airlines from ******** to ******** to ****.
  
  Due to a schedule change for *************** Flight **** from ******** to ********* on June 27, 2022, a call out was made on April 8, 2022. Options were provided, in addition to a flight change or refund eligibility. 
  
  On April 11, 2022, as you requested, no changes were made to your tickets at that time.
  
  As you requested, your original tickets were exchanged for your completed scheduled round trip travel on June 11 - 26, 2022, from ********* to ******** on ***************, connecting on Hawaiian Airlines from ******** to ******** to ****, **** to ********, and ******** to ********, and no additional fees were charged.
  
  Regrettably, we are unable to ***** your request of a refund for your original unused segments from ******** to *********, on your exchanged used tickets.
  
  However, as a courtesy, we are issuing you a $91 eTravel Credit per person, for the value of your original unused segment, 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.
  
  Although your eTravel Credits are non-transferable, if you are unable to redeem by the expiration date, as a courtesy, we have authorized for you to redeem by the person of your choosing.
  
  For additional information regarding our schedules and operations, please see our Contract of Carriage (the agreement between Hawaiian Airlines and our guests).
  
  We appreciate and thank you for taking the time to let us know about your experience. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  Tell us why here...

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18165278
  
  I am rejecting this response because:

  1. What they state in their response is incorrect. They can provide a refund, but instead choose to try to provide an e-credit voucher. I want a refund versus the voucher because I don't intend to fly Hawaiian airlines again. 

  2. Given that they broke the *** law, I feel that I can ask for the money I spent in the format back that I want. I will also add that I feel like I'm likely being ****** kind by not also charging them the money for the rental car and the 5 hours of driving that they caused by their inconvenience. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/04/2022

  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.

  Food poisoning on *************************************************** to ******** on 6 August 2022. Served cold eggs and sausages. Seeking compensation for loss and damage suffered by reason of the food poisoning. Attachment contains details. I submitted the complaint on 10 September 2022. I did not hear from Hawaiian for 20 days, so I followed up by email on 1 October 2022. I called Hawaiian Airlines on 4 October. They could not provide an update, only that they would ask some other team for an update on progress. I still have heard nothing substantive from Hawaiian Airlines.

  Business Response

  Date: 10/04/2022

  Tell us whyMessage From Consumer Affairs
  10/4/2022 - Case: CN-01847890
  ****************** - **********************
  
  ************************,
  
  Your complaint to the Better Business Bureau has been forwarded to our office for a response.
  
  Thank you for your patience while awaiting my reply. 
  
  Please know the safety of our guests is our highest priority, and I certainly understand your concerns for the quality of the food we served. A thorough research was conducted with our ******************* as well as with our outside caterers regarding the batch of meals provided for Hawaiian Airlines flight 452 from ****** to ******** on August 6, 2022.  The investigation concluded that the food was properly maintained and prepared according to established protocols.  Although I found no other reports of alleged food poisoning for your flight from ****** to ********, I will continue to periodically monitor our records for any other occurrences. 
  
  I'm truly sorry for the unpleasant experience, so as a gesture of goodwill, I'm issuing 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.  
  
  Unfortunately, we are unable to honor your request for a reimbursement of your medical and additional expenses you incurred.
  
  Sincerely,
  ***************************
  Senior Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18163629
  
  I am rejecting this response because it is vague and does not address any details of the complaint. It appears to be a pro-forma response with only self serving conclusions. No information regarding the investigation was provided. 

  I also note that this response was received immediately after the complaint to the BBB was lodged, but I had been waiting for 3 weeks with no reply. This appears to be a "quick fix" to deal with the BBB complaint rather than the issues I encountered or to offer any information. 

  No food was eaten for many hours prior to the flight and the in-flight meal. There is no other way I got food poisoning other than on the flight. 

  The blanket denial and "conclusions" are not accepted. 
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:10/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a ticketing issue that needs to be resolved as soon as possible. On 8/23 I booked a flight with Hawaiian Miles for Business Class seats 10/29 ******** to ******* nonstop. Returning ***-*** on 11/19. I have prepared everything for this trip. Rail pass and accommodations paid in full. I often visit ***** and I have plans to see my Dr where I will undergo a medical procedure. Everything was fine until 09/30 when I received an email stating: URGENT: There are changes to your upcoming flight. I logged in to my account to see what the changes were but there is no message. Just my previous itinerary but my seats were no longer assigned. I called Hawaiian Airlines reservation line as instructed in the email ************** at 3:18 HST. The call lasted only 4min12secs and the agent assured me that I could go ahead and disregard the email and that the flight was still booked and everything was fine. I disconnected the call but I still felt uneasy so I researched online and the non stop flight ***-FUK was nowhere to be found anywhere. Did Hawaiian sell a flight they didn't have access to? Feeling uneasy I called back at 4:51PM HST and this time the call went for 49 mins 20 secs. The agent assured me that the flight was still go to go and there were no problems. I requested that she please look into that a bit deeper to confirm. After being on hold I was then told my flight was cancelled. Then it was on to the accommodation line to try and get rebooked. Things go further downhill when I was told they cannot rebook me, I can get a refund on my miles, but I was out of luck because there is now a fare difference if I wanted to be routed through ******. The fare difference is not my fault as I booked more than a month ago. There are flights open to HND or KIX but Hawaiian refuses and is asking me to now pay double despite selling tickets for a flight they do not operate. They also won't return my AMEX miles that were transferred in order to purchase this ticket.

  Business Response

  Date: 10/11/2022

  Message From Consumer Affairs
  10/11/2022 - Case: CN-01852258
  
  *********************** - *********************************
  
  Aloha Mr. ******,
  
  Mahalo for your patience as you were awaiting our response.  Our office acknowledges receipt of the complaint that you submitted with the Better Business Bureau (BBB).
  
  I'm sorry to learn that your flights were affected by a schedule change.  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.
  
  I see that our *********************** was able to route you to ******* via ******.  I have attached a copy of your confirmation for your records.
  
  I appreciate the time that you've taken to contact us.  We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 10/11/2022

   
  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:09/28/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an airline credit that is leftover from a purchase and the company will not allow me to use credit for other services. I am requesting to use remaining $200 credit to upgrade my seat.

  Business Response

  Date: 09/29/2022

  Message From Consumer Affairs
  9/29/2022 - Case: CN-01851740
  
  ************************************************************************
  
  Aloha ****************,
  
  The *********************** has received your inquiry regarding the utilization of your eTravel Credit you received from a flight disruption.
  
  Currently, the eTravel Credit can only be used to purchase published fare tickets on Hawaiian Airlines.  Please see go to the Travel Credit website and click on the "View Travel Credit Terms and Conditions" of the eTravel Credit at https://www.hawaiianairlines.com/book/travelcreditredemption.  The eTravel Credit is not valid for seat upgrades.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************Tell us why here...

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18142726
  
  I am rejecting this response because:
  

  This is unfair practices. People should be entitled to use credits on airlines.

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

• Initial Complaint

  Date:09/27/2022

  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 have flight from *** to **** 09/27/2022 7 am.I lost passport **** so contacted Hawaiian many time to confirm with I am ok with my green card and DL. They told me TSA. They told me ok.I alived early I am not in there system in self check in and desk person's system since ticketing window open until closed. Total 3 people couldn't find me in there system when they couldn't find me they want to see my passport and told me without **** they are not let me flight.I called them right away for total 4 hrs total 8 people want to hear my story again and again offered me full refund then asked me to call financial department for full refund. There are no financial dep. Then next representative wanna charge me $100 for service fee, two other supervisors wanna charge service $200 and $300. They have all different price. They try to do their best to humiliated me by charging 4 different prices for their error. That's their way to steal customer money answering wrong and after purchase ticket ask for service charge.By their error and fault I miss the flight, lost ticket, lost hotel fee and travel package, and by declined for full refund I am losing more money not able to get replacement ticket form other airline.

  Business Response

  Date: 09/27/2022

  
  Message From Consumer Affairs
  9/27/2022 - Case: CN-01851314
  
  ***************** You - *****************
  
  Aloha Mr. You,
  
  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 see that you purchased your ticket on September 13, 2022 for travel on September 17, 2022 from *********** to **** via ******** and ******.  On September 14, 2022, it looks like you contacted our *********************** to inquire about bringing a pet onboard.  At this time, you were advised that we do not accept pets onboard (or as checked baggage) for International flights to/from ******; more information may be found here.  You advised the agent that you were misinformed about the policy, and after conferring with a supervisor, you agreed to a refund of your ticket less a $100 service fee.  Our records show that $918.19 (purchase price $1018.19 - $100 service fee) was processed as a refund on our end on September 14, 2022 back to the card used for purchase, which is the card ending in 6792.
  
  While the refund that was agreed to was processed correctly, after reviewing your case and considering the circumstances, as a one-time courtesy, we'll go ahead and refund the $100 service fee.  While we will make every effort to process the refund within the next 7 business days, due to the number of requests that were working through, processing may take up to 30 business days.  For security purposes, the refund will be issued to the card used for payment, which is the card ending in 6792.
  
  I appreciate the opportunity to respond to your concerns.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18135242
  
  I am rejecting this response because:  the person only talks about $100 service fee, what about today's flight how you guys forgot to put me in your system. Why did you lie about I am ok to flight with DL and Green card and decline to get the flight and declining for full refund. I am still getting huge damage every hr not refund my money and ignoring my big damage by Hawaiian airline refund $842 ASAP plus the $100 service fee to this credit card. The old card is closed.
  
  Sincerely,
  
  ***************** You

  Business Response

  Date: 10/03/2022

  Aloha Mr. You,
  
  I'm sorry for any misunderstanding, but we did not forget to put you in our system as you previously started.  You purchased a ticket on our website, so you had a confirmed reservation.  After purchase, you contacted our *********************** regarding transporting a pet-in-cabin.  You were advised that we do not accept pets for travel on our international flights.  After conferring with a supervisor, you agreed to a refund of your ticket less a $100 service fee. 
  
  Our records show that $918.19 (purchase price $1018.19 - $100 service fee) was processed as a refund on our end on September 14, 2022 back to the card used for purchase, which is the card ending in 6792.  ************************* confirms that the refund was accepted by your financial institution on September 15, 2022.  When a financial institution accepts a refund from a merchant, they provide the merchant with an Acquirer Reference Number (***) as confirmation.  Your financial institution provided *** 55417342258872582234868 as confirmation.  I'd recommend that you speak to the department that handles credit disputes at your financial institution and provide them with the *** number so they can track the refund.
  
  We also let you know that we'd be issuing a refund of the $100 service fee that you agreed to.  ************************* confirms that this refund was accepted by your financial institution on September 29, 2022.  When a financial institution accepts a refund from a merchant, they provide the merchant with an Acquirer Reference Number (***) as confirmation.  Your financial institution provided *** 55417342272872723417499 as confirmation.  I'd recommend that you speak to the department that handles credit disputes at your financial institution and provide them with the *** number so they can track the refund.
  
  Our records show that you purchased your ticket for $1018.19.  The ticket has been refunded in full.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office