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:09/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Apparently Hawaiian Airlines isn't honoring a reservation that was cancelled due to the worldwide lockdown over two years ago. I was told that I needed to fly the exact same ************* would be no extra charge considering it was already paid for. Now they want an extra $1000.00? No matter how many customer support & reservations people I talk to on the phone or in their message box at their reservations website, nobody can explain why I'm being charged a difference. On the phone for many hours dealing with this & nobody at the airline will accept the so called flight credit that I was told to give when it was time to rebook the flight. I asked if this is because of the highly increased fuel costs & I was told no. I asked if Hawaiian Airlines dropped one of their classifications like Main Cabin or First Class? Again, I was told no. They merely apologized nicely & said that they had to charge me for the flight that was already paid for. Meanwhile, the airline will not extend my flight credit beyond the end of this year I can't pay an additional thousand dollars for a flight that I already paid for, so in the end, Hawaiian Airlines pockets my hard earned money for a flight that they will not honor.In early June 2022, I attempted to rebook the same flight & again the same response. I was then told that someone would contact me within 24 to 48 hours to explain the reason in detail after asking to speak to a supervisor or head manager several times. I had not received a single phone call. I then wrote to their customer service to ask why nobody called ****** was told that they don't call customers which contradicted what I was told a week earlier. I have a spent a great deal of time calling customer service over the last two years to ensure that there wouldn't be any problems. I even asked about a month before booking to double check before booking my ************ I'm being told that I have to pay an additional thousand dollars?

  Business Response

  Date: 09/21/2022

  Aloha **************,
  
  We've received your letter through the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. 
  
  I've reviewed your reservation and see that your ticket qualifies for our current travel waiver through December 31, 2022. Our waiver allows tickets to be changed without a fee, however a fare difference may apply. Additional information about our waiver can be found here.
  
  In recognition of your circumstances, we'll be processing a one time courtesy refund of your ticket. $285.90 will be refunded back to the card used for payment and we'll be issuing a new $300 travel credit which was redeemed on this reservation. We will make every effort to process refunds within seven business days. The refund will be reflected on your next credit statement. The new $300 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.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:09/18/2022

  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.

  Booked flights in ***** through ************** for flights ***** to ******** return and then Hawaiian Airlines suspended flights ******** to *******. The travel agent cancelled all our tickets as they were on on ticket on 8 July 2022 and we still have not received a refund.

  Business Response

  Date: 09/19/2022

  ***************************** - ******************************************
  RE: ********/******/*******
  
  Aloha ********************,
  
  We've received your message from the BBB. 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 we apologize for the inconvenience due to our ******* route suspension. 
  
  I've reviewed your tickets 1735229058644 and 1735229058645. In your situation, the tickets were refunded on September 12 back to your travel agency. Please contact them directly to obtain your funds. 
  
  ********************, we thank you again for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:09/17/2022

  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 purchased a vacation package through Hawaiian airlines on June 23,2022. The package included airfare, hotel and car. The tickets were for myself *************** and my partner ***************************. The trip was booked for departure on Sept. 19, 2022 flight # ** departing from ******* ** and returning on Sept 24,2022 flight 48 departing ******** . We unfortunately had to cancel our vacation plans because ***** was diagnosed with Metastatic endometriosis Cancer. She has started chemo therapy on Aug 19 and will be having treatments for the next 6 months. The chemo therapy affects her immune system she cannot be in large crowds or enclosed space. With Covid still at a high risk she cannot fly. I called Hawaiian vacations on Aug 10, 2022 and asked to cancel our trip. I was told that I could get a refund on the car and hotel portion of the trip but the airfare was non refundable. I told them the situation and they said they couldnt do anything but forward the request to Hawaiian airlines and they would decide if we would be refunded. They said someone would contact me in a few days. I waited almost 2 weeks and called back was told that an email was sent to me On Aug 19th which I never received. They told me to email my request in to which I did and did not receive an answer. I waited again for a week and a half and sent in another request on Sept 12. I received an email today Sept 16 saying it was denied. That the tickets were non refundable, non Transferable and non cancelIable. I understand that it was a non refundable ticket but circumstances come up. We were only asking for credit towards a future flight not necessarily a refund! The balance of the flights is $771.00 confirmation #FMALNA Ticket # ************* & *************. I had a trip another trip scheduled in Dec to ******* on a different airline and they had no problem giving me credit. I think this is a bad policy as peoples lives are in jeopardy and plans have to change.

  Business Response

  Date: 09/19/2022

  
  Message From Consumer Affairs
  9/19/2022 - Case: CN-01848293
  
  *************** - *********************
  Re: ********/*****
         WIK/****
  
  Aloha Ms. Wik,
  
  Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.  Our office acknowledges the complaint you sent below, as well as the complaint submitted with the Better Business Bureau (BBB).  We have received your request for a refund of your flights purchased under confirmation code FMALNA.  On behalf of all of us here at Hawaiian Airlines, I wish you both all the best during these challenging times.
  
  Your case has been forwarded to a supervisor on our vacation package team for review.  Please allow them some time to review your case, and I assure you that someone will contact you within the next **** business days.  If this doesn't occur, please let me know so I can follow up with them.
  
  I appreciate the opportunity to respond to your concern.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  From:*********************
  Sent:9/12/2022 6:57 PM
  To:************************************************************************
  Subject:[NON-HA] Hawaiian Airlines CAO - Case No.: CN-01848293
  
  
  This is my second request sent in after calling twice before to cancel this flight. There has been some confusion about my original phone request as they said an email had been sent to me and I never received one? My partner and travel companion has been diagnosed with cancer and has started chemotherapy. Due to Covid and her restrictions to be in crowded area she is unable to fly. The chemotherapy attacks her immune system and she can not fight off infections and with Covid still on the high we can not risk flying on a plane. We understand that these were non refundable tickets but we were never expecting this diagnosis and having to cancel this trip. We dont expect a refund just a credit to use for future flights( God willing). Please consider this request as we are dealing with a very scary situation and the last thing we need is to fight over flights. Please any questions call me. The names on the reservation are ******************* and ******************************** we would need both flights and both passengers canceled and credited/ refunded. Thank you

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18039003
  
  I am rejecting this response because:The issue has not been resolved.  They say they will review in **** days so until there is an actual decision I can not agree to any agreement.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 09/26/2022

  Aloha ******************************* received your reply to the Better Business Bureau (BBB).  Since your tickets were purchased as part of a vacation package, your request was forwarded to our Vacation Package team.  They have advised us that they sent you an email on September 19, 2022 advising of the refunds.  I have asked the team to resend the email.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 09/30/2022

   
  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:09/08/2022

  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.

  II am writing to ask help with a complaint I have with Hawaiian Airlines and ************************* On August 11th, 2022 I purchased a roundtrip ticket on Hawaiian Airlines to travel from my home airport, ****** **** ** to *******, **. I paid $364. Additionally, I booked bought their travel cancellation insurance in case I needed to stay longer for any emergency family reasons. The Ironman competition (held here every year pre-Covid) changed their race schedule and the women now race on Oct 6th - the day of my return. It is impossible to get to and from ****** **** airport on the day of the race, since the race course has racers both bike and run on the highway to the airport. As soon as I learned of this change, I called Hawaiian Airlines. I am told that despite my buying cancellation insurance, rebooking my ticket for the day before or one of the next three days following would be between $200 and $400. The insurance I purchased apparently does not apply to this specific situation: a major event changing its schedule and blocking airport access on race days. (I have an acquaintance who also was booked to arrive at ****** **** on Oct 6th. She is traveling United, bought no extra insurance, and changed her ticket for $30). Also, I am not certain of the status of Ironman and if they are a business or a non-profit like most sports teams. However, I would also like to know if I can file a complaint against Ironman for blocking access to essential air travel for residents and all movement for 2 days on the west side of this island. And for causing the residents of the island to have to pay for the inconvenience of their schedule change. I have tried to resolve this issue and am unable to. Can you advise me on what I need to do next? I have informed the following parties of my complaint: DOT, Hawaiian Airlines; State Rep and Senate Reps; ***** of ****** Island, Ironman ****, and ************************. Thank you, *************************

  Business Response

  Date: 09/09/2022

  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. As a HawaiianMiles member, you're our valued guest so there's never an acceptable excuse when you receive poor service. 
  
  Guests making any changes on nonrefundable tickets will be charged any applicable fare difference. However, as a one time courtesy in recognition of your experience, we can offer to refund any applicable fare difference to make your flight date change. To complete all changes, please call our *********************** at ************** and refer to your ticket number 1732189692906.
  
  Please advise us when travel is completed and we can process the refund of the fare difference. Note that the fare difference will only be refunded once and ticket must be flown in Coach Class. We will not be refunding any upgrade to First Class. If you have any other questions with our offer, please let us know. 
  
  Thank you for choosing Hawaiian Airlines and we look forward to serving you in a couple of weeks.
  
  Sincerely,
  ***********************************

  Customer Answer

  Date: 09/10/2022

   
  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.THANK YOU!

  NO BUT! AND PLEASE ACCEPT MY NEXT POINT: I ONLY ACCEPT IF HA RECOGNIZES THAT I BOUGHT PREFERRED SEATNG ON MY ORIGINAL FLIGHT HOME.  AND I ASK FOR THAT ON MY CHANGE FLIGHT.   I AM TRAVELING FOR A MEMORIAL AND AS A FARMER I CAN NOT AFFORD THE PRIVACY OF FIRST CLASS AFTER LEAVING MY FAMILY.  SO, I SIMPLY ASKED TO THEM THAT I MIGHT FIND SOME PRIVACY OR COMFORT IN MAKING SURE I  HAVE STILL HAVE SOME RESPECT I PAID EXTRA FOR AS A" SECOND CLASS" CITIZEN.  (WHO BY THE WAY PROVIDES FOOD FOR OUR PEOPLE.)

  DOES HA OR YOU REMEMBER THAT FARMERS WERE CONSIDERED AND GIVEN SPECIAL PRIVILEGE DURING COVID?  WE WERE  ELEVATED TO "ESSENTIAL WORKER" STATUS DURING THE PANDEMIC. AND WE AREN'T JUST REGULAR FARMERS. WE ARE CERTIFIED ORGANIC, TEACH ON OUR FAR, AND CARE MAKE SURE WE PROVIDE FOOD FOR OUR PEOPLES. 
  

  DO ANY OF YOU WORK FROM WORK FROM *** UP TO *** DOWN?  YOU WORK 9-5.  THAT'S WOULD BE CONSIDERED A LUXURY IN THE FARMING WORLD. I WORK FROM *** UP TO *** DOWN.  IT DEPENDS ON THE *** TO DETERMINE THAT FOR ME.  I DON'T WANT ANYMORE HASSLE FROM HA.  AND, I JUST REALIZED, I ACTUALLY DESERVE A FIRST CLASS TICKET FOR FEEDING THIS HIS NATION.  AND DOING THE DIRTY WORK NO ONE ELSE WANTS TO DO. 

  THANK YOU  SINCERELY BBB. I WILL TAKE THIS UP WITH HA AND LET YOU KNOW IF THE NEGOTIATIONS ARE NOT SATISFACTORY.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/07/2022

  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.

  This complaint was long overdue. I had to recover all my emails to find these emails to file a complaint.My Record Locator: BPIVMJ Date of Travel: June 13 - June 17, 2022 Flights: HA 55 - *** TO MAUI, HA 338 MAUI TO OGG (this flight got delayed by 4.5 hours- 12:25 PM to 4:45 PM)Flights: HA 360 - *** - MAUI, HA 62 MAUI -*** (on this flight, Hawaiian accepted our upgrade offer of $600), which they charged to our credit card. Upon arriving at the airlines, they sold our upgraded paid for seats; we went up to the agent and told them what happened; you accepted our offer, and now you are saying there is nothing you can do because they sold it. I said, no way and we kept arguing back and forth to no avail. Finally, I said that I want my money back now if you do not give me the upgraded seats! They said, oh well, we cannot, and you will have to wait for it to be reimbursed. Not happy! I would like to be compensated for all the headaches, waiting for my $600 to be credited back to my account, and the delayed flight as we missed a very important dinner with my daughter and kids.

  Business Response

  Date: 09/16/2022

  Message From Consumer Affairs
  9/16/2022 - Case: CN-01847407
  
  *************************** - ******************
  ***************************/ROSE/*****
  
  Aloha **********************,
  
  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).
  
  Delay
  I'm sorry to learn that your flight from ******* to ******** on June 13, 2022 was delayed due to the late arrival of the aircraft.  As you are aware, this was caused due to the late departure of your flight from *********** to *******.  I realize that this wasn't an ideal way to begin travel to our islands, and I certainly apologize for the inconvenience.
  
  Bid-up
  After reviewing your case, it looks like agent error is to blame here.
  
  At approximately 2:51 pm HST on June 15, 2022, a party of two purchased two First Class seats on flight 62 from Kona to *********** on June 17, 2022.  Payment was collected at the airport as the guests had gone to the airport to make the change.  Regrettably, the agent at the airport did not assign the guests seats.  This caused a ripple effect as the computer system thought there were 3 First Class seats (when there was only 1 left) and accepted your bid-up offer at 4:31pm HST on June 15, 2022.  Does this make the situation better for you?  Absolutely not; this is not the experience that we strive to provide to our guests.  However, now that we were able to pinpoint where the breakdown occurred, we can use this as a coaching opportunity to ensure that we're providing our guests with a seamless travel experience.
  
  I see that you two bid-up fees of $300 each were refunded to the card used for payment on June 17, 2022.  Depending on your financial institution, the credits would typically post on your billing statement in approximately 3-5 business days from when it was processed by the merchant.
  
  While we constantly strive to maintain our high standards for excellent customer service, we recognize that we didnt deliver performance in line with these standards.  In recognition of this, as a gesture of goodwill, we'll be issuing each guest a $300 eTravel credit that's good toward a future ticket purchase with Hawaiian Airlines.  Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add ********************************************* to your accepted email recipient list so the email is not misdirected to your spam folder.
  
  While the eTravela credit does have an expiration date (one year from the date of issuance), I'd like to point out that this is not the "need to travel by" date.  You're able to select travel dates of up to 330 days out from the date of redemption.
  
  I appreciate the time that you've taken to share your feedback with 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
  

  Customer Answer

  Date: 09/16/2022

   
  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.
  
  **************************************************

• Initial Complaint

  Date:08/30/2022

  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 purchased a vacation package from Hawaiian Airlines, along with the trip insurance they offered, in April 2020. We were forced to cancel the trip weeks later due to the island of Kauai being shutdown to tourists. Hawaiian Airlines refunded the *********** reservation cost but did not refund the airfare of $122.59 per person, a total of $367.77. I called or emailed Hawaiian Airlines several times over the past two years however, the most they would do is offer a credit. I explained to Hawaiian Airlines that I was moving away from ****** to ************* area due to transferring my employment to another ************************** I have not received a refund of the airfare, which was supposed to have been refunded due to the trip insurance I purchased. Im requesting BBBs assistance to resolve this longstanding issue.Thanks.***************************

  Business Response

  Date: 08/31/2022

  RE: *******/******/Kitchie/*****
  
  Aloha ******************,
  
  We've received a notification from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn that you and your family were unable to travel to Kaua'i. As customers, you're our valued guests so there's never an acceptable excuse when you receive poor service. 
  
  After reviewing your reservation, we see that you purchased your tickets as a package with our partners at Hawaiian Airlines Vacations. This vacation package team is responsible for handling refunds your flights. We've forwarded your request to them so they can assist you. Their representative should also be contacting you directly once the refunds have been processed. If you prefer to follow up with them, you may call ************** and refer to your itinerary number 7524358644667.
  
  ******************, we thank you again for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************

  Customer Answer

  Date: 09/05/2022

   
  Complaint: 17801178
  
  I am rejecting this response because:

  I have waited on some action by either Hawaiian Airlines or Hawaiian Arlines Vacations since last week. However, I have not been contacted by Hawaiian Airlines Vacations nor has a refund been issued. I believe Hawaiian Airlines is responsible to take the lead in resolving this matter, even if the action is on the part of their subsidiary, Hawaiian Airlines Vacations.

   

  Thanks for your time and assistance.

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

  Business Response

  Date: 09/16/2022

  Aloha ******************,
  
  We've received a notification from the BBB. I see that our Hawaiian Airlines Vacations were able to contact you and process a refund of your three tickets on September 16. If you have any other questions, please let us know. 
  
  Mahalo,
  ******************************; 

  Customer Answer

  Date: 09/17/2022

   
  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 want to thank you for your time and assistance in this ******* had previously been unable to gain resolution from Hawaiian Airlines Vacations for over two years and Im very pleased it is now successfully concluded.

  Thanks again!

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

• Initial Complaint

  Date:08/29/2022

  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.

  Airline confirmation #QGPJFA I purchased a Hawaiian vacation for my family of 6 to celebrate my husbands 50th Bday. The trip was to take place in February 2021. Due to Covid complications we had to cancel the trip. Hawaiian Airlines would not fully refund our air tickets. They offered a refund less a $200 cancellation fee for each ticket or a travel credit to be used up until December 2022 (2 years) we begrudgingly accepted the travel credit as we did not want to lose $1,200. We were unable to use the credit for almost a year of that time because ****** had shut down any incoming travel due to Covid. Now our family finances will not allow a trip to ****** anytime this year. Our travel credit will expire in December ************************************************ December so I am not able to even book a trip for later in 2023. I contacted Our Travel agent to request either a full refund from Hawaiian airlines or to extend the travel credit for another year. We waited for 3 hours to talk with the Hawaiian airlines associate (this was not the first time waiting this long) the Hawaiian airlines associate said no to both requests and did not offer any further options. I have a $3,090 travel credit that I would like to have fully refunded to me as Hawaiian airlines customer service did not reflect their willingness to work with their patrons through an unprecedented time in our nation and their lack of regard for their customers is extremely disappointing. I do not fly Hawaiian regularly (this was a travel special offered) and I do not intend to use them in the future because of this incident. As they do not offer flights to many other destinations, a travel credit is almost useless however, if they are not willing to accommodate my request for the full refund, I would accept another 1 year extension of my travel credit

  Business Response

  Date: 08/30/2022

  Message From Consumer Affairs
  8/30/2022 - Case: CN-01845722
  
  *********************** - ******************
  1737539807665 *******/*****
  1737539807666 *******/Mica
  1737539807669 *******/******
  1737539807670 *******/******
  
  Aloha ******************,
  
  The Hawaiian Airlines ************** ************** has been contacted by the Better Business Bureau regarding your unused tickets.  We are sorry to learn that your travels were canceled due to Covid.
  
  We have found that you made your reservations, and purchased your tickets, through your travel agency, ****** Travel.  We are authorizing a full refund; however, the refund will have to be processed by ****** Travel as they use their account to purchase the tickets.
  
  We have documented a waiver code WV2006 within the tickets to help ****** Travel complete the refund.  We have documented the refund without penalty, but we are not responsible if ****** Travel implements any penalty on their end.  Please contact them directly, and advise them of the documentation within the tickets and how to obtain your refund.
   
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer **************

• Initial Complaint

  Date:08/28/2022

  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 booked 2 flights with Hawaiian airlines (HA) directly through their website. I tried to check in and and baggage for my flights the day before when I received the email reconfirming my flight. It would not allow me. So I called. The customer service rep told me the amount I had paid for said flight was just to "place my flight on standby" and the 2 seats I purchased were not actually confirmed. He said this may have been a computer glitch because this never happens or sometimes with HA this happens because people want to pay their taxes for the flight at the airport. This has never happened before with any other airline I have used. I received no notice that my flight was not confirmed, instead I received the opposite that my flights were confirmed!!! If I had not called I may have gone to the airport to find out there were no more available seats on the flight (customer service rep told me this). This is crazy !!! I paid another $100 something for taxes. At first I thought it was a scam, but realized that didn't make sense because they had the correct flight info and my info before I have it to them. So thank God it wasnt a scam, but risked almost missing 2 flights on my honeymoon because of a "computer glitch" or failure to contact me to let me know my flight was not confirmed. None of this makes any sense. **************** rep was very nice and worked with me. But extremely frustrating and still do not understand how this happened.

  Business Response

  Date: 08/29/2022

  Message From Consumer Affairs
  8/29/2022 - Case: CN-01845639
  
  ************************* - **********************
  
  ******/******
  Trader/*****
  
  Aloha Ms.  ******,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted inquiry to the Better Business Bureau regarding your upcoming scheduled travel. I'm sorry to hear of the inconvenience you experienced with our website. I agree that it can be frustrating when you are unable to successfully check-in for your flight after multiple attempts. Your feedback is valuable to us, and Ive shared your experience with our Website Help Desk for their review. 
  
  On April 23, 2022, our records show that tickets (IVCIFC) were purchased on our website, for your completed scheduled travel on August 29, 2022, form ******** to *******. I see that you were able to purchase your checked baggage fees on our website. However, your reservation does not reflect any documentation that you contacted our *********************** prior to your scheduled date of travel.
  On July 25, 2022, tickets were purchased online and booked through ******* for your upcoming scheduled travel on September 1, 2022, from ******* to ***** (UXBMQY), and on September 4, 2022, from ***** to ******** (UYTGWD).
  Thank you for allowing me the opportunity to respond to your concern. We wish you a pleasant stay here in our islands. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 08/30/2022

  I have attached the original email when I first booked the flight. As you can see I did not buy baggage at that time because it was not an option on your website. I have attached the screenshot of a charge on my credit card from yesterday when I was charged $50 for adding the baggage for the flight to Maui. I have attached the emails with the boarding passes that were sent to to me when I spoke to the customer service representative on the phone yesterday. Lastly I attached the email sent from customer service rep confirming my flight. Also have attached a screenshot of my phone call as I spoke with him for over an hour. When I got to the airport this morning the customer service guy at the desk light was booked yesterday which makes sense on phone yesterday that my flight was not actually confirmed and I was only on standby. 
  Complaint: 17788749
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/04/2022

  Message From Consumer Affairs
  9/4/2022 - Case: CN-01845639
  
  ************************* - **********************
  
  ******/******
  Trader/*****
  
  Aloha Ms.  ******,
  
  This is to acknowledge receipt of your submitted rejected response to the Better Business Bureau. I understand that you are disappointed with our response.
  
  We have reviewed your submitted attachments to the Better Business Bureau and confirmed your screenshot for your purchased tickets (IVCIFC) on our website, your boarding pass for your completed scheduled travel on August 29, 2022, form ******** to ******* ($84.10 USD per person = $168.20 USD), and your checked baggage fees of $50 USD and $35 USD, for a total of (3) checked bags.
  
  However, please be advised that the screenshot reflecting the phone number you called, **************, is not the number for our ************************ To reach our ************************ our number is toll-free (within the U.S. and ******) at **************.
  
  As previously advised, on July 25, 2022, our records show that tickets were purchased online and booked through ******* for your completed scheduled travel on September 1, 2022, from ******* to ***** (UXBMQY), and on September 4, 2022, from ***** to ******** (UYTGWD).
  
  If youve purchased your ticket through a travel agency or online travel website, please contact your travel agency for assistance with making any changes to your reservation.
  
  Based on the facts of your case, we consider our decision to be fair and appropriate. Respectfully, we consider this matter closed. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  
   
  
  From:************************************************************************
  Sent:8/29/2022 5:31 PM
  To:**********************
  Subject:Hawaiian Airlines, ************************* CN-01845639
   
  Message From Consumer Affairs
  8/29/2022 - Case: CN-01845639
  
  ************************* - **********************
  
  ******/******
  Trader/*****
  
  Aloha Ms.  ******,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted inquiry to the Better Business Bureau regarding your upcoming scheduled travel. I'm sorry to hear of the inconvenience you experienced with our website. I agree that it can be frustrating when you are unable to successfully check-in for your flight after multiple attempts. Your feedback is valuable to us, and Ive shared your experience with our Website Help Desk for their review. 
  
  On April 23, 2022, our records show that tickets (IVCIFC) were purchased on our website, for your completed scheduled travel on August 29, 2022, form ******** to *******. I see that you were able to purchase your checked baggage fees on our website. However, your reservation does not reflect any documentation that you contacted our *********************** prior to your scheduled date of travel.
  On July 25, 2022, tickets were purchased online and booked through ******* for your upcoming scheduled travel on September 1, 2022, from ******* to ***** (UXBMQY), and on September 4, 2022, from ***** to ******** (UYTGWD).
  Thank you for allowing me the opportunity to respond to your concern. We wish you a pleasant stay here in our islands. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

• Initial Complaint

  Date:08/26/2022

  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.

  We had a flight to Oahu booked on Friday 8-19-22 at 8:20 out of **********. We arrived 3 hours ahead and stood in line moving very slow (as in **** steps an hour). No communication to us what was happening and I realized we were the only flight in line as only 2 were outbound and 1 had departed. People were getting panicked thinking they would miss the flight and started cutting and becoming agitated. We got word (through other passengers) the flight was canceled. After we finally get to the front to check our bags they tell us they don't know when the flight will go out, could be an hour, could be tomorrow. So we check our bag for $30 and decide to get through security and get some food. The next thing we know the entire flight is cancelled by the airline. Again through word of other passengers our luggage was sitting in a pile at baggage claim. We rush down get our bags and luckily found a flight with layovers through southwest. Recheck our bags and with about a 12 hour delay from the originals Hawaiian airlines flight we made it to our destination. I call Hawaiian the next day for refund and after an hour on hold they tell me they wont refund the money for the ticket but offered travel vouchers. I told them no I cant afford 2 flights and had to get the money refunded to pay for the flight through southwest. They referred me to an email claim address where I still have no reply after a week emailing them. They were rude and uncooperative, the supervisor was worse. I understand flights get cancelled and its a bit chaotic in this world right now. All I want is a refund of the ticket they cancelled and my baggage money back. I feel its a simple fix we did nothing wrong and I feel its extremely unprofessional to go what they are putting us through.

  Business Response

  Date: 09/06/2022

  
  Message From Consumer Affairs
  9/6/2022 - Case: CN-01844488
  
  ***************************** - ***********************
  Re: *******/*******/******
  
  Aloha Mr. *******,
  
  Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.  Our office acknowledges receipt of the complaint that you submitted with the Better Business Bureau (BBB).  I'm sorry to learn that your flight from ********** to ******** on August 19, 2022 was canceled due to a maintenance issue with the aircraft scheduled to operate your flight.  While I'd like to assure you that your safety was our top priority, nonetheless, I realize that this wasn't an ideal way to begin travel to our islands, and I certainly apologize for the inconvenience.
  
  After reviewing your case, as requested, we'll be issuing a refund of the following:
  The unused portion of your tickets, which came out to $366.30 per person
  The $30 baggage fee from the ********** to ******** flight
  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 (for the tickets, the card ending in **** was used for purchase, and the card ending in 2007 was used to pay for the baggage fee).
  
  While we constantly strive to maintain our high standards for excellent customer service and on-time departures, we recognize that we didnt deliver performance in line with these standards.  As a gesture of goodwill, we'll be issuing each guest a $100 eTravel credit that's good toward a future ticket purchase with Hawaiian Airlines.  Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add ********************************************* to your accepted email recipient list so the email is not misdirected to your spam folder.
  
  While the eTravel credit does have an expiration date (one year from the date of issuance), I'd like to point out that this is not the "need to travel by" date.  You're able to select travel dates of up to 330 days out from the date of redemption.
  
  I appreciate the time that you've taken to contact us.  On behalf of myself and everyone here at Hawaiian Airlines, we apologize for the issues that detracted you from your full enjoyment of your time with us.
    Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

• Initial Complaint

  Date:08/26/2022

  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 had to change a return flight from MA to HI and had the most stress inducing experience. Although there was no change fee, there was a difference in price of the days I was traveling. The price posted online was $150 per person with two of us traveling together. Only the day, that matched other family members, I wanted to change to kept on giving me an error message and would not go through online. The chat support was unavailable so I called customer service. They told me that the fee was actually $260+ per person! They could not tell me why the prices were different and transferred me to an online specialized rep that could do a price match. To my surprise, they would not honor the online price or tell me why they were different as well as why I kept getting the error message for just that particular day. My request to speak to a supervisor or be transferred to someone in the US, since all calls are outsourced to ***************, were both denied. I even tried the texting option hoping to get a local representative and was told the same thing and given no further explanations. Due to a shift change they were going to get back to me in a few minutes. I told them it was not necessary as I wasn't getting any new or better answers and it was already about midnight HST. I still ended up receiving a text later at about 1 am and was not pleased having to work in about 3 hours. Because the day before would process online for the $150 price, I ended booking it and cutting my trip even shorter. It might not seem like it, but considering the distance from MA to HI and time with the family I am visiting make even that one day a big deal to me. Some family members also had to change their return flights losing as day as well to make commuting easier. My last resort to try and just get answers at this point was to send an email which was a complete waste of time and effort. All they did was apologize and direct me back to calling customer service! What a joke!

  Business Response

  Date: 08/29/2022

  Message From Consumer Affairs
  8/29/2022 - Case: CN-01845106
  
  Thena Low - ****************
  1732189875606 LOW/Thena
  1732189875607 *******/*******
  
  ************************* Hawaiian Airlines *********************** has been contacted by the Better Business Bureau regarding your ticket change.  We understand you are disappointed with the fare difference you incurred. Our business is one of supply and demand, so as a flight fills up, the fares may increase and vice versa if our flights don't fill up.  We see by your comments that you had made the change to match other family members traveling.
  
  Upon our review of your reservation history, we show on August 22, 2022, there was an online change, and charged $150 per person for the date you selected, which was for the different class of service.  We do not show any error that occurred, and we have forwarded your inquiry to our Web Support for their internal review.  On the same date, August 22, 2022, we see a call to the ************************ and the $150 per person was honored.
  
  Based on our investigation, the difference in fare was honored correctly by our Reservations Department.
  
  Thank you for your inquiry.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17777584
  
  I am rejecting this response because: Hawaiian Airlines clearly has their information incorrect and does not seem to be taking this seriously. The fare of $150 per was NOT honored for the date I originally requested.  As noted in my complaint I had to choose to a flight a day prior to what I wanted since that was the only day the fare would process as listed online.  The date I originally wanted of the 27th would have been $260+ and the $150 would not be honored by any representative I either spoke to or messaged via text or email. Totally unacceptable response and again, terrible customer service.  

  
  Sincerely,
  
  Thena Low

  Business Response

  Date: 09/22/2022

  Message From Consumer Affairs
  9/22/2022 - Case: CN-01845106
  
  Thena Low - ****************
  1732189875606 LOW/Thena
  1732189875607 *******/*******
  
  Aloha Ms. ************** understand you are disappointed with our response. You stated the fare was higher on the 27th at $260+ for the day you wanted and the $150 fare difference was for another day that you did not want.  We do not honor different day fare differences if one is lower than another, as we have stated before if the flights are full, the fares will be higher based on supply and demand.
  
  Based on our investigation, there will be no refund of the fare difference collected.
  
  Thank you for your inquiry.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 17777584
  
  I am rejecting this response because: The fare for the 27th was NOT different as posted online.  However, when I tried to book it online, it would error out.  When I called, the service representative stated they saw it as $260+ and would not match the online price or tell me whether or not the flight was booked or give me any other reason as to why I kept getting an error for ONLY THAT day.  The day I ended up moving my flight to, a day earlier, also showed $260+ on their end but online it was $150 which is why I was forced to take that option.  

  ALL of this is posted in my original correspondence.  

  There is no monetary refund I can get at this point since I did not pay the higher price but did lose a day on my trip.  I guess I am mainly trying to make sure this does not happen to anyone else where online prices reflect one thing but in the system another, which in my case was MUCH higher, and is not honored and no explanation can be given as to why it will not process online.  Or if your company does not honor online prices, then it should be stated or said when a customer calls.  They should not be passed off from one representative to another and have to try multiple avenues your customer service options to get answers but still get none.  I get that I am just one customer out of thousands that *** not matter too much to a company as big as Hawaiian airlines but this has been frustrating and not helpful at all.
  
  Sincerely,
  
  Thena Low