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:08/21/2022

  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 am having problems attempting to settle a refund with Hawaiian Airlines Customer Support. I suspect the person I'm dealing with *** be AI or a robo. In any case, after several email exchanges, it's clear that "****** | GII" does not understand my issue. To wit, I purchased a roundtrip ticket from ******** to ******* for the dates 7/3/2022 to 7/27/2022. However, a close family member I stayed with experienced an emergency medical condition that required hospitalization. I spoke with an agent who cancelled my return date and issued me a credit ($313.90) for the last leg of my trip. When I was finally able to re-book my return trip for 8/10/2022, I was unable to locate that credit and made a full purchase with my credit card ($358.50). Meanwhile, my family member's surgeon signed off on a Medical Emergency Travel Waiver which I forwarded to Hawaiian Airlines on their website. Shortly after, "******" began corresponding with me but still has not settled my issue. I would like to speak to a supervisor, or someone with more experience regarding emergency travel, who will refund me $358.50. Thank you.

  Business Response

  Date: 08/22/2022

  Message From Consumer Affairs
  8/21/2022 - Case: CN-01844109
  
  ************************* - **********************
  
  Aloha ******************,
  
  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 partially used ticket. I'm sorry to hear that you were unable to complete your scheduled travel as planned.
  
  On June 24, 2022, our records show that ticket (IXZWDA) was purchased for your scheduled travel on July 3 - 27, 2022, from ******** to ******* to *******, and ******* to ********.
  
  I see that travel was completed on July 3, 2022, from ******** to ******* to *******.
  
  As requested, your unused return segment was canceled on July 26, 2022. You were advised of the ticket validity and restrictions.
  
  Although your partially used ticket is nonrefundable, as a one-time courtesy exception, we are issuing a refund for your unused original return segment from ******* to ******** ($313.09 USD), to the credit card ending in ****. This transaction should reflect on your next credit statement or the one thereafter.
  
  Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of payment.
  
  On August 1, 2022, ticket (CZOTNU) was purchased for your completed scheduled travel on August 10, 2022, from ******* to ********. Regrettably, we are unable to ***** your request of a refund for your nonrefundable used ticket.
  We appreciate and thank you for your patience in this matter. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 08/24/2022

  To Whom It May ****************** August 22, I received a response from Hawaiian Airlines via BBB offering to refund me a portion of my rebooked airfare.
  
  Initially, when I had to cancel my return trip, I was issued a credit to be used within a year.
  
  However, I did not see how to access that credit when I rebooked my flight several days later on their website. Thus, I paid for a ticket unnecessarily.
  
  The reason for changing my travel plans was because a family member had a medical emergency that required hospitalization. I forwarded the Medical Waiver Request Form, copy attached, along with other documents in my initial complaint. 
  
  Hawaiian Airlines representative ***************************** did not address that part of my complaint in her response. Therefore, I have not accepted her offer of resolution.
  
  I have not yet responded to any Messages that were sent to me because I'm unsure whether I should accept or reject the offer from Hawaiian Airlines.
  
  I do want a refund, but I want the entire amount refunded. The only reason my ticket cost more was because I could not travel on the date I initially booked due to my family members medical emergency. When I was finally able to travel again, the airfare had increased in price.
  
  proposed refund amount $313.90 (same as credited amount)
  actual amount of return ticket $358.50
  
  disputed difference = $44.60
  
  Please advise.
  
  Thank you.
  
  *************************
  

  
  

  Business Response

  Date: 08/31/2022

  Message From Consumer Affairs
  8/31/2022 - Case: CN-01844109
  
  ************************* - **********************
  
  Aloha Ms.  *******,
  
  This is to acknowledge that we received your submitted rejected response to the Better Business Bureau. We appreciate your taking the time to share the details of your incident with us. I understand that you are disappointed with our response.
  
  Although your partially used ticket is nonrefundable, as a one-time courtesy exception, we issued a refund for your unused original return segment from ******* to ******** ($313.09 USD), to the credit card ending in ****. 
  
  On August 1, 2022, ticket (CZOTNU) was purchased for your completed scheduled travel on August 10, 2022, from ******* to ********.
  
  Regrettably, we are unable to ***** your request of a refund for your nonrefundable used ticket, and/or the fare difference from your one-way ticket purchased on August 1, 2022, and your unused segment on your partially used ticket purchased on June 24, 2022.
  
  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:8/21/2022 8:02 PM
  To:**********************
  Subject:Hawaiian Airlines, ************************* CN-01844109
   
  Message From Consumer Affairs
  8/21/2022 - Case: CN-01844109
  
  ************************* - **********************
  
  Aloha ******************,
  
  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 partially used ticket. I'm sorry to hear that you were unable to complete your scheduled travel as planned.
  
  On June 24, 2022, our records show that ticket (IXZWDA) was purchased for your scheduled travel on July 3 - 27, 2022, from ******** to ******* to *******, and ******* to ********.
  
  I see that travel was completed on July 3, 2022, from ******** to ******* to *******.
  
  As requested, your unused return segment was canceled on July 26, 2022. You were advised of the ticket validity and restrictions.
  
  Although your partially used ticket is nonrefundable, as a one-time courtesy exception, we are issuing a refund for your unused original return segment from ******* to ******** ($313.09 USD), to the credit card ending in ****. This transaction should reflect on your next credit statement or the one thereafter.
  
  Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of payment.
  
  On August 1, 2022, ticket (CZOTNU) was purchased for your completed scheduled travel on August 10, 2022, from ******* to ********. Regrettably, we are unable to ***** your request of a refund for your nonrefundable used ticket.
  We appreciate and thank you for your patience in this matter. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 09/08/2022

  Better Business Bureau:

  Once again, the representative dismissed my complaint without even mentioning the Medical Waiver form I submitted which had the surgeons signature. A relative experienced a near-fatal hospitalization which required my presence since this relative was the sole caregiver of another relative who is considered a vulnerable adult (elderly, mental health issues). Therefore, I had no choice but to extend my stay. I have flown Hawaiian Airlines for decades. It is beyond my comprehension why they spend millions of dollars on advertising to lure in new customers when they refuse to extend a mere few dollars to retain someone who has been loyal to them for years. 

  I have reviewed the response made by the business in reference to complaint ID ********, and UNDER THE CIRCUMSTANCES (Hawaiian Airlines representative stated the case is closed), I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/18/2022

  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.

  My wife and I have travel credits in the amount of $3,189.06 (CONF# JACFNK) and $3,288.83 (ITUBFN) respectively from COVID-impacted travel that must be used by December 31, 2022. We attempted to book four first-class tickets (for our family of four) from SAN to OGG October 7th-11th ($1987 per passenger roundtrip for a total of $7,948). After being on the phone with the first agent I was disconnected after 40 minutes. After he dropped the call I went to my account and noticed Reservation (ZCOMBO) had been created without my permission listing a flight for my wife and me for the dates we were trying to book for the entire family. I called in and got another agent that indicated she would be able to get this taken care of but needed some assistance to do so. I then spoke with a supervisor who told me that the credits could only be used by the individuals whose names appeared on the travel credit. She then proceeded to quote me a price for two roundtrip tickets at $3,747.00 each as opposed to the $1987 each we were seeing on the website for the same flights and class of service. She stated that the fares on the website were discounted and the price she was providing was the price that would be offered by Hawaiian Airlines over the phone. I asked her where on the website could I go to see that rate, which was $1760 more per ticket than the fares listed on the website for the same flights and class of service. She said it wouldnt be on the website and I could see no evidence of the fare as it was what was showing on their internal systems. I was so frustrated that I went ahead and paid to place a 7-day hold (Reservation Code: CCIXKR) on the itinerary we were trying to secure in hopes that I could get this taken care of by contacting Consumer Affairs (CA). CA responded with a boilerplate email that didnt address our concerns at all. We are asking for the same exemption weve seen others receive on BBB. At minimum we want to be able to use the full value of our credit

  Business Response

  Date: 08/22/2022

  Message From Consumer Affairs
  8/21/2022 - Case: CN-01843815
  
  Lewis McCulloch - *******************************
  
  *********/*****
  Confirmation Code: ITUBFN
  
  *********/*****
  Confirmation Code: JACFNK
  
  *********/*****/*****/**************/*******
  Confirmation Code: CCIXKR
  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 regarding your unused tickets. I'm sorry to hear that you were unable to travel as planned, due to COVID-19.
  
  On February 18, 2020, our records show that tickets were purchased for your scheduled travel on March 28 - 31, 2020, from *********** to *******, and ******* to ******** to *********** (ITUBFN), and scheduled round trip travel on March 28 - April 1, 2020, from *********** to ******* (JACFNK).
  
  On March 4, 2020, as requested, your reservations were canceled. ****** was advised of the ticket validity and restrictions.
  
  Effective December 14, 2021, the following tickets are covered under our updated travel waivers. These tickets can be changed without a fee (a fare difference per ticket may apply at the time of rebooking) and travel must begin no later than December 31, 2022. 
  Tickets purchased before March 1, 2020 for travel between March 1, 2020-February 28, 2021
  When youre ready to rebook your flights, you may contact us at ************** or chat with us at https://www.hawaiianairlines.com/contact-us. To have your change fees waived, mention that you're rebooking under our COVID policy and have your confirmation codes or ticket numbers (1732178641016 & 1732178641578) available.
  
  When making date/flight, reroute, or other changes to a Main Cabin, First Class and Business Class ticket, any applicable difference in fare (greater than $0) will be charged. Refund or credit will not be provided for any ticket changes that result in a fare less than the original fare paid.
  For more information and details, please click on Fare Rules Terms and Conditions.
  
  Please be advised that your (2) original unused tickets (ITUBFN & JACFNK) can only be rebooked for future travel for the (2) original ticketed passengers. Regrettably, we are unable to rebook your (2) original tickets and reissue for (4) passengers. Although you are able to rebook your and ************************************* original tickets, you will be required to purchase (2) new tickets for your (2) additional travel companions.
  
  On August 16, 2022, I see that you contacted our *********************** to inquire about rebooking your unused tickets for October 7 - 11, 2022, rerouted for round trip travel from ********* to ******* (ZCOMBO). However, no tickets were issued, therefore no fees were charged.
  
  I understand you're disappointed with our fares. Our business is one of supply and demand, so as a flight fills up, the fares may increase. When purchasing a new ticket, please be advised that you may be able to find lower fares on our website.
  
  As requested, a 7-day fare hold (CCIXKR) was purchased for scheduled round trip travel on October 7 - 11, 2022, from ********* to *******. If you wish to purchase your reservation for your additional (2) travel companions, please click on Fare Hold for instructions.
  
  If you need assistance, please call our *********************** toll-free (within the **** and ******) at **************.
  
  We appreciate and thank you for your patience in this matter. We look forward to serving you soon.Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

• Initial Complaint

  Date:08/15/2022

  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.

  On 7/18 I received an email about a flight credit on my Hawaiian Airlines account. I was unable to locate any information about this so I called Hawaiian Airlines via phone. I was told that I did not have a flight credit and to disregard the email. Feeling uneasy about my interaction, I contacted Hawaiian Airlines via email and received a response that I did in fact have a flight credit on account. I was told to contact Hawaiian Airlines to book travel to use my flight credit. On 7/20 I called Hawaiian Airlines to book my travel as I was advised to do. The first agent I spoke to did not book my travel correctly, when I asked him to cancel the flights to rebook them correctly, the call was ended and I did not get a call back. I called again and spoke to another agent. I explained the travel I was intending to book with my flight credit. I explained that I intended to use the entirety of my flight credit as it was explained to me that if any portion of a flight credit is not used, it will be forfeited. The agent understood and we went over a couple of different flight options to ensure that all of the flight credit was utilized. At the end of the call, I had a small portion of a fare difference to pay, which I didn't write down, but I know it was not significant, less than $20 in my recollection. I also paid charges for upgraded seats; in all I expected to pay about $60 or so. The next day my credit card was charged for $367.50. I contacted Hawaiian Airlines via email about this issue and was essentially ignored. I have sent numerous emails and faxes to the Hawaiian Airlines *************************** and they refuse to recognize this as a problem. My flight credit was for $1,259.60, the rebooked cost of travel was $1,274.00. A Hawaiian Airlines agent walked me through the rebooking and provided me with the wrong information which resulted in this issue. Hawaiian Airlines has taken no responsibility for this oversight nor have they refunded the unauthorized charges.

  Business Response

  Date: 08/19/2022

  Message From Consumer Affairs
  8/19/2022 - Case: CN-01840115
  
  ******************* - *****************************
  
  Moleta/Joy/*****/Rome
  Confirmation Code: WGGEXI
  
  Moleta/Joy/Rome
  Confirmation Code: YMIZNG
  
  Aloha Ms.  ******,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted inquiry regarding your unused exchanged tickets to the Better Business Bureau. I'm sorry to hear that you were unable to travel as planned, due to COVID-19, and regret that you did not have a good experience calling our Reservations Department.
  
  Were always concerned when guests are on hold for a long time or we take too long to process a request. I have shared your feedback with our *********************** team who is constantly trying to improve our processes to ensure that we can handle calls as efficiently as possible, with courtesy and aloha.
  
  On May 22, 2020, our records show that tickets (WGGEXI) were purchased for your scheduled round trip travel on August 16 - 20, 2020, from ******* to ******** to Phoenix ($473.20 + $373.20 + $473.20 USD per ticket). Your $100 Off Companion Discount was redeemed towards the ticket issued to ****************************
  
  Effective December 14, 2021, the following tickets are covered under our updated travel waivers. These tickets can be changed without a fee (a fare difference per ticket may apply at the time of rebooking) and travel must begin no later than December 31, 2022. 
  Tickets purchased between March 1-December 31, 2020
  When youre ready to rebook ****************************;flights, you may contact us at ************** or chat with us at https://www.hawaiianairlines.com/contact-us. To have your change fees waived, mention that you're rebooking under our COVID policy and have your confirmation code or ticket number (1732179379153) available.
  
  On July 20, 2022, as requested, your original tickets (Joy & Rome) were exchanged (YMIZNG) for your upcoming scheduled travel on September 29 - October 7, 2022, and rerouted from ******* to **********, and ********* to *******. You were responsible for the additional fare difference of $163.80 USD per ticket, for a total of $327.60 USD. In addition, I see that Preferred Seats were purchased for $19 USD and $21 USD for your segment from ******* to **********.
  
  To address your concern, we have reviewed the call recording dated July 20, 2022. We confirmed that as you requested, you were advised of the additional fare difference of $163.80 USD per person, for a total of $327.60 USD, in which you agreed. There is no point on the call where the agent advised you of a $14.40 USD additional fare difference.
  
  Thank you for allowing me the opportunity to respond to your concern. We look forward to serving you soon. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  Tell us why here...

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17721274
  
  I am rejecting this response because:

  It is a lie and the business is completely disregarding the root of the complaint. Furthermore, the business has not honored my request of the unused flight credit. If provided the refund of the flight credit that I PAID for, I will drop the issue with the unauthorized charges to my credit card.

  As explained, the booking agent worked with me to rebook our travel using our flight credit. It was utilized to ensure that all of the flight credit was used as the terms of the flight credit states that  any unused portion would be forfeited. Being that it took many hours and several agents to even get this matter resolved, it's not beyond consideration that the agent somehow misunderstood my request when rebooking travel with my flight credit.

  They have claimed to have reviewed the call recording but at no point have they ever provided me with this even though I have been exchanging emails with them since 7/20/22. I have responded to this response via email and have requested the recorded call for further comment. Thank you.

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

  Business Response

  Date: 08/26/2022

  Message From Consumer Affairs
  8/26/2022 - Case: CN-01840115
  
  ******************* - *****************************
  
  Moleta/Joy/*****/Rome
  Confirmation Code: WGGEXI
  
  Moleta/Joy/Rome
  Confirmation Code: YMIZNG
  
  Aloha Ms.  Moleta,
  
  We appreciate your taking the time to share the details of your incident with us. This is to acknowledge receipt of your submitted rejected response to the Better Business Bureau. I understand that you are disappointed with our response. 
  
  However, upon review and based on the facts of the call recording dated July 20, 2022, we confirmed that as you requested, you were advised of the additional fare difference of $163.80 USD per person, for a total of $327.60 USD, in which you agreed.
  
  To request a copy of the call recording, please submit a subpoena in writing addressed to our **************** for their review. Please address your documents to:
  
  Hawaiian Airlines
  Attn: ****************
  P.O. Box 30008
  ********, ** 96820
  
  Although your tickets are nonrefundable, as a one-time courtesy exception, as you requested, we can offer you the option of a refund less a service fee of $200 USD per ticket.
  
  Please reply to this email and advise us if you would like to accept this offer, and I can continue with your case.
  
  I look forward to hearing from you soon.
  
  Mahalo,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
  
   
  
  From:********************
  Sent:8/19/2022 5:02 PM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, ************************* CN-01840115
  
  *** CAUTION: This email originated from outside the organization ***
  Do NOT click links or open attachments unless you recognize the sender and know the content is safe.
  
  Thank you for your response. We will not be traveling again before December 2022. I have asked for a refund for the unused flight travel.
  
  I am 100% sure that I was not advised of any sort of flight difference that would equate anywhere near the amount charged to my account. I would like to request an audio copy of the call that you claim to have reviewed. If you have reviewed that call you can also hear the situation that was explained to use all of the flight credit of $1,200+ during that rebooking. You will definitely hear the travel agent quote me for the difference. I explicitly asked for the amount.
  
  I take extreme offense that you have the audacity to accuse me of lying about this. I know what was explained because I had to call Hawaiian Airlines over and over to resolve this matter. It took numerous calls and wrong information provided with a few of your agents. So in this situation I am not surprised that I would once again be provided with the wrong information.
  
  I look forward to your quick response. Thank you. 
  On Fri, Aug 19, 2022 at 4:54 PM Hawaiian Airlines: *********************** <************************************************************************> wrote:
  Message From Consumer Affairs
  8/19/2022 - Case: CN-01840115
  
  ******************* - ********************
  
  Moleta/Joy/*****/Rome
  Confirmation Code: WGGEXI
  
  Moleta/Joy/Rome
  Confirmation Code: YMIZNG
  
  Aloha Ms.  Moleta,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted inquiry regarding your unused exchanged tickets to the Better Business Bureau. I'm sorry to hear that you were unable to travel as planned, due to COVID-19, and regret that you did not have a good experience calling our Reservations Department.
  
  Were always concerned when guests are on hold for a long time or we take too long to process a request. I have shared your feedback with our *********************** team who is constantly trying to improve our processes to ensure that we can handle calls as efficiently as possible, with courtesy and aloha.
  
  On May 22, 2020, our records show that tickets (WGGEXI) were purchased for your scheduled round trip travel on August 16 - 20, 2020, from ******* to ******** to Phoenix ($473.20 + $373.20 + $473.20 USD per ticket). Your $100 Off Companion Discount was redeemed towards the ticket issued to ****************************
  
  Effective December 14, 2021, the following tickets are covered under our updated travel waivers. These tickets can be changed without a fee (a fare difference per ticket may apply at the time of rebooking) and travel must begin no later than December 31, 2022. 
  Tickets purchased between March 1-December 31, 2020
  When youre ready to rebook ****************************;flights, you may contact us at ************** or chat with us at https://www.hawaiianairlines.com/contact-us. To have your change fees waived, mention that you're rebooking under our COVID policy and have your confirmation code or ticket number (1732179379153) available.
  
  On July 20, 2022, as requested, your original tickets (Joy & Rome) were exchanged (YMIZNG) for your upcoming scheduled travel on September 29 - October 7, 2022, and rerouted from ******* to **********, and ********* to *******. You were responsible for the additional fare difference of $163.80 USD per ticket, for a total of $327.60 USD. In addition, I see that Preferred Seats were purchased for $19 USD and $21 USD for your segment from ******* to **********.
  
  To address your concern, we have reviewed the call recording dated July 20, 2022. We confirmed that as you requested, you were advised of the additional fare difference of $163.80 USD per person, for a total of $327.60 USD, in which you agreed. There is no point on the call where the agent advised you of a $14.40 USD additional fare difference.
  
  Thank you for allowing me the opportunity to respond to your concern. We look forward to serving you soon. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  Tell us why here...

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17721274
  
  I am rejecting this response because I would like to understand why my issue is being discriminated against from the resolution that I have requested. I have explained in detail and provided all written documentation leading up to this point. What is the deciding factor between my issue and the other refund requests that have been requested and honored? Many refunds have been requested and processed for travel that was paid for that cannot be taken. Why is this such a problem for my request? The fact that I am being asked to hire a lawyer for a subpoena to prove my point that I was poorly advised by your agents is appalling. This issue and many other complaints clearly highlight time and time again how Hawaiian Airlines agents are not properly trained, provide incorrect and conflicting information and then how the customer advocate department takes no accountability for the issues that their employees have created for their customers.
  
  
  Please see a list of some refund requests that were processed for non-refundable tickets so far in 2022 from the complaints that are publicly accessible on BBB.
  
  17543544 7/11/22
  01832865 6/24/22
  01824252 5/17/22
  MFNPGJ, ZIVOHL 4/11/22
  01813060 4/11/22
  01807445 3/16/22
  n/a 3/1/22
  RMHWRL, DBHFAD  2/10/22
  01800566 2/3/22
  01799354 1/28/22
  
  Sincerely,
  *******************

  Customer Answer

  Date: 09/12/2022

  Hello, my complaint was recently closed. However, the business has reached out to me via email and has made an exception to refund my unused flight credit. Is there a way to update the case so that it shows that the outcome has been favorably resolved? Thank you.

• Initial Complaint

  Date:08/15/2022

  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.

  Apr 15, 2022HAWAIIAN AI ************* Travel, opens menu$810.00 On the date listed above, I was on vacation in Kauai when I got a call that a family member died and I needed to get back home. When I called Hawaiian Airlines to change my flight, I was assured by a Hawaiian Airlines employee over the phone that I would be charged for the flight change but that I could send send a copy of my family members death certificate at this link https://www.hawaiianairlines.com/cao in order to receive a refund. Once I arrived home and as soon as I got a copy of the death certificate, I followed the instructions I was given by the ** employee. A few days later I received an email that ** does not offer refunds for bereavement situations and they informed me that I was able to use my round trip ticket to come back early which was not true and I still had to pay the $810. So I called ** and filed a complaint providing details about my situation including how much stress, inconvenience and financial insecurity this has caused me. I included in my complaint that I was apparently misinformed by being told that I would receive a refund after following the steps provided to me the day I changed my flight. I was told when I filed my complaint that a manager was busy but that my call would be returned. It never was. I am going beyond ** because this seems unacceptable. $810 is a lot of money to pay when I had already paid for a returning flight and I have been struggling for months to try to catch up after this (not to mention dealing with the loss of a family member). If I would have known I would not be able to get a refund, I would have not changed my flight. I'd appreciate help getting refunded for the entirety of my flight change. Thank you so much.

  Business Response

  Date: 08/17/2022

  
  Message From Consumer Affairs
  8/17/2022 - Case: CN-01825463
  
  *****************************************************************************************
  
  Aloha Ms. *******,
  
  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 filed with the Better Business Bureau (BBB). 
  
  On behalf of all of us here at Hawaiian Airlines, I extend our condolences regarding the passing of your family member.  We wish you and your ohana all the best during these challenging times.  More information regarding bereavement waiver requests may be found here.  If you changed your reservation because a family member passed away, you may qualify for a ticket refund if your reservation was canceled, and you did not travel.  I'm sorry for any misunderstanding, but we do not waive/refund any fare difference in situations such as these.
  
  While we're unable to refund the $810 fare difference as requested, after reviewing your case and considering the circumstances, as a courtesy, we'll be issuing you a $405 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.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

• Initial Complaint

  Date:08/14/2022

  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 applied for a Hawaiian airlines card and was approved they advertise that if you spend ***** in 90 days you earn ****** miles this is advertised on there website which is Hawaiian program Hawaiian has not issued my ****** point they are blaming Barclays and Barclays say they are inCharge of the apr and 99 annual fee I am requesting my points be added I also have proof I took copys when I applied look on the website yourself Hawaiian airlines I fulfill my spending and was deceived this is false advertising and would like my points

  Business Response

  Date: 08/15/2022

  Message From Consumer Affairs
  8/15/2022 - Case: CN-01842845
  
  ************************* - ********************
  
  Aloha Ms. Castello,
  
  Mahalo for contacting us, and I truly appreciate your patience as you were awaiting our response.  Our office acknowledges the complaint that you submitted with the Better Business Bureau (BBB).
  
  I'm truly sorry for any confusion.  Barclays is the credit card issuer; they are the only ones that have access to your purchase history.  Therefore, they are the ones responsible to disperse any bonus miles once the purchase threshold has been met.  Please allow 4-6 weeks for bonus HawaiianMiles to be deposited into your Hawaiian Miles account after the qualifying purchase(s) have posted to your Card Account.   Since we're not the credit card issuer, we don't have access to your purchase history.  Therefore, I have reached out to Barclays regarding your complaint.  Once I hear back from them, I will go ahead and reach out to you.
  
  I appreciate your continued patience and cooperation in this matter.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 08/16/2022

  
  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.
  
  Sincerely,
  
  *************************

  Hawaiian airlines  is part of this program they advertised with there name with With Barclays Bank.Hawaiian 

  Accepted this agreement with Barclays and should take full responsibility to get this fixed and award my 70,000

  this has been more then 6 weeks and I have spoken to Barclays to 

  try to get this fixed they insist that they are not inCharge of the mileage Hawaiian a

  must send it in to them Barclays only vomits to the APR and annual fee

  either way Hawaiian needs to figure this out with Barclays I have spent 7 hours on the phone and no Reaolution

  tjey need to fixed this it is false advertising fooling people to apply for a Hawaiian card

  and thinking if they spend the money of ***** they would get the mileage I

  have provided my proof and Also was told the ***** fee would be waived the first year and that still has not happened and 0 percent for 13 months no promises have been keeped my fianc also applied and the same issue

  i have also read complaints on line from other people as well

  this card is not called Barclays its called Hawaiian airlines either way I shouldnt have to do this it needs to be resolved its been over 2 months and donot like in fullfilled promises

   

   

   

   

  Customer Answer

  Date: 08/31/2022

  Hello I am contacting you because I am unhappy with the outcome.I have been in contact with Hawaiian airlines as well as Barcalays bank.When I applied for my card on line it clearly states that when you apply for the card you will be given  ****** points if you spend ***** which I did  I believe that a bait and switch tactic is being used and which the customer believes they are getting the miles and then Barclays sends you another agreement that is different even before I spent my mo ey I had confirmed with both Barclays and Hawaiian this would be offered now I after several conversations with Barclays and Hawaiian it is not being upheld If you would go under the website yourself and click on to apply you will see the terms and aggreement which I read and printed a copy which I am attaching for your records you will see that this is there offer I do not see how they can get away with posting this and then switching this I am hopeing that the better business bureau has my back.If I have to seek legal counsel I will Please see the attached agreement that is listed when applying for there credit card offer 
  
  At this point I would like this handle by the better business bureau since the people at both places I am getting absolutely no where with I  am be ready *** at my cell number of ************ or my email address ********************  
  The email that I applied for this offer on was cards.barclaycardus.com
  
  Thankyou 
  **********************;
  

  
  

  Business Response

  Date: 09/09/2022

  Aloha Ms. Castello,
  
  I understand that you're disappointed with the outcome of your case.
  
  I understand that you spoke with a representative at Barclays.  Although there are various promotions offered with the Hawaiian Airlines World Elite Mastercard, the offer that you applied for was to earn ****** bonus Hawaiian Miles after spending $2000 in net purchases within 90 days of the account open date.  As you met the minimum spend clause, ****** bonus Hawaiian Miles were deposited in your Hawaiian Miles account #********* on August 4, 2022.  Additionally, the offer you applied for also had a $300 statement credit after one net purchase is made within 90 days of the account open date.  Barclays confirmed that the $300 statement credit was applied to your July 2022 statement.
  
  Once a guest applies for a credit card, Barclays does send an agreement via email.  After reviewing the screenshots that you attached, Barclays found that it was screenshots for the offer, but they were not emails that were sent from Barclays as you had indicated.
  
  I understand that, as a goodwill gesture, Barclays did deposit ****** bonus Hawaiian Miles into your Hawaiian Miles account #*********.
  
  After reviewing your case, Barclays found that the terms of your credit card offer were applied correctly.
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17714955
  
  I am rejecting this response because:I am rejecting this response When you apply for this offer it clearly states when you read the agreement on line it is for ****** miles and attached to this is a aggreement  that I had printed for this offer

  Now Barclays did a bait and switch sending me a totally different agreement  which is not the offer that is still posted today online Anyone who apply for this agreement even today will see it says ****** miles and can print that agreement what Barclays is doing is deceiving each person who apply for this fooling them and should honner this aggreement they owe me ****** more points and this will not go away I will continue to pursue this and will take this beyond Barclays if need to Even when you call I. To speak to there agents they also say that ****** miles will be added you can check this out yourself also numerous people have also complained about this 

  so this needs to be fixed 

  if this information is not correct on the website then it should state ****** with the updated aggreement 

  which it doesnt 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/03/2022

  From:*********************************************
  Sent:9/30/2022 8:12 AM
  To:********************
  Subject:RE: Re: [NON-HA] Re: Hawaiian Airlines, ************************* CN-01842845
  
  Aloha ********************, 
  
  Thank you again for your patience while I researched this and worked with our credit card team and Barclays. 
  
  I am sorry for the confusion caused by the different promotions that Barclays offers. From what I understand, you responded to a promotion during the booking process which is different from the promotion offered on the landing page of our website. In any case, our credit card team reached out to Barclays to ask if they could honor the ****** Bonus HawaiianMiles promotion and Barclays got the approval they needed to honor it. That said, Barclays will be removing the $300 statement credit and adding ****** miles to your HawaiianMiles account. These ****** miles represents the difference between the ****** miles promotion and the ****** miles already awarded. ******** advised us that they will be contacting you about this as well. 
  
  ********************, in recognition of your experience and the time spent resolving this, please accept a $300 eTravel Credit, good for a future flight 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.
  
  Thank you for the opportunity to assist you and for choosing Hawaiian Airlines. 
  
  Malama pono (take care)
  
  Warm aloha, 
  Juliana 
  

  Customer Answer

  Date: 10/05/2022

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

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My primary issue is with the Hawaiian Airlines call centers located overseas. They do not seem to understand their job at times and provide little assistance past the Hawaiian Airlines script they operate off of. All I wanted to do was chat with a supervisor located in ****** regarding the check in issue I was experiencing via the app. I have had other issues with the call center but this is the most recent. I want to chat with an actual ******-based ****** Airlines employee to voice my concerns about their questionably-skilled overseas contracted call centers.

  Business Response

  Date: 08/15/2022

  Aloha ************************,
  
  Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, I'm sorry to hear about your disappointment with our ************************ It certainly feels like we're not upholding the values at Hawaiian Airlines and providing you with the ho'okipa our guests expect and we should deliver.   
  
  Your feedback is important to us and we'd like to learn more about your experience. Please provide us with any feedback in a reply email and we can continue with your case.
  
  ************************, we thank you for choosing Hawaiian Airlines and we look forward to hearing from you soon.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:08/09/2022

  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 son was on a flight from HI to **. His flight arrived late and he had to wait for his bags, by the he got his bags and went to check them on the next flight. The front desk told him to book another flight at guest service because it was too late to put the bags on. He walked to the guest service spoke to the lady and told her. She said the next flight is the next day. My son is 13 years old, I might add. I asked my son to ask for a manager, **** got on the phone and told me they didnt have a flight for him until tomorrow. I told **** that wouldn't work, he is 13 yrs old. He said he couldnt do anything, I asked to speak with his supervisor and her name. He told me ******** but said he couldnt give me her number. I asked what are we going to do my son cant spend the night there. He handed the phone back to my son and walked away. I asked my son to ask for him again, he got on the phone with a rude tone. He said he was working on something to get a flight. Told me that there was a united flight in 1 and half hours. I said thats fine but I need someone to walk my son there. He said couldnt. I asked if he could have one of his associates. He said no, and handed the phone back to my son, finally another woman walked up and said she would walk him. He walked to the gate and she said I will meet you on the other side, the *** said he needed a ticket to pass, all he had was a receipt. He walked back to the guest desk freaked out at this point. I told him let me speak to ****, the wmoan walked back and said **** cant get on the phone, he is working on finding a credit card because my son is a unaccompanied minor. The problem is, I tried to pay for someone to fly with him. But *******'s policy is that he is too old for one. I asked the lady for ********* information or if she can have her call me. **** got on the phone and said I am working on it rudely. Finally my was able to speak with a woman that was nice and trying to comfort him. She escorted him to the gate.

  Business Response

  Date: 08/10/2022

  Message From Consumer Affairs
  8/10/2022 - Case: CN-01841799
  
  ********************* - **********************
  
  Aloha **************,
  
  We have received your inquiry from the Better Business Bureau and from the Hawaiian Airlines Corporate Office regarding your son's unfortunate situation.
  
  Upon review of your inquiry, we do not see your son's name in your inquiry.  Also, we don't see any flight information or reservation record for our investigation.  Please reply to this email with all your son's name and travel information.  We will need to know what airlines your son flew to ******** that was delayed, as well as the Hawaiian Airlines reservation record locator or flight information.
  
  Once we receive this information we 
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17693172
  
  I am rejecting this response because:

  Sorry, I don't know why the file didnt load. ************************* is my sons name, he started his flight from ***** to ********. That flight was delayed and he didnt get his bags until a hour after the plane landed, and didn't have enough time to check them into custom for the flight to ***. The next flight your company was offering was the next day, so he had to take United flight 724. His flight information has been added 
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/30/2022

  Tell us why here.Message From Consumer Affairs
  8/11/2022 - Case: CN-01841799
  
  **********;Hebel - **********************
  RE: *****/Tayvion
  
  Aloha Mr. *****,
  
  Thank you for your reply to our email response.  We appreciate your taking the time to share the details of the missing timeline with us from Customs to your son's flight HA12.  Based on the information provided and the time Tayvion got to the bag drop in Customs; he was already late for his connecting flight to *************. 
  
  We understand that you are requesting a full refund of your son's ticket; however, the compensation will only be for the last portion of your son's travels.  The Consumer Affairs Manager has already reviewed and approved the refund for your son's segment from ******** to *************, and compensation for you and your son in the form of $200.00 travel credits.  We are happy that we were able to re-accommodate Tayvion to a United Airlines flight that same day and get him home to his family safely.
  
  Be assured that we value your feedback and consider this decision reasonable and fair; as such we respectfully consider this case closed.
  
  Sincerely,
  
  *****************
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office..

• Initial Complaint

  Date:08/09/2022

  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 8/1 I arrived to Oahu, ******** with my family, husband and two kids. Confirmation number VTWJOW. Upon arriving I received news that my grandmother passed away. I contacted the airline to find out options to change only one ticket (mine) The call for disconnected before any arrangements were made as my phone died. On 8/2 I looked at my emails and saw that all tickets for my family were changed to return home to ** on 8/2 leaving ****** at 3:45 pm. I constantes CS and informed it was a mistake as I never. I formed not requested my family tickets to be changed to return home. The airline made paid $680 ($170 pp) to keep original retuned date of 8/7 for my family. I tried to reason with them as this was never confirmed nor requested for my children and husband to return home. This is an abuse of CS and the airlines literally stole my money. I requested to speak to a manger and was told I had to email customer affairs. Explained the situation and received the reply attached to this complaint.

  Business Response

  Date: 08/09/2022

  *********************** Raic - *******************
  RE: LOPEZRAIC/******, RAIC/******/******/GABRIELLA
  
  Aloha *************** Raic,
  
  We've received your message from the BBB and on behalf of Hawaiian Airlines, we'd like to express our deepest condolences for the loss of your grandmother. I'm also sorry to learn that you had an unpleasant experience with our Reservations Department. 
  
  At any time, we expect our agents to provide friendly and high quality service and clearly this wasn't the case. We have shared your feedback with our *********************** team who is constantly trying to improve our processes to ensure that we can handle calls as efficiently as possible, with courtesy and aloha.
  
  For the error, we'll be refunding the four $170 charges back to the card ending in 7410. We will make every effort to process refunds within seven business days. However, due to extremely high volume, please allow up to 30 business days. The refunds will be reflected on your next credit statement, or the one thereafter depending on your billing cycle. 
  
  *************** Raic, 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, Consumer Affairs Office
  
  

• Initial Complaint

  Date:08/04/2022

  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 airline is fraudulent and deceptive in its advertising for 24-hour free cancellation for booking their flights on their website.I booked a roundtrip flight for my son *************** on June 23 for departing on July 25, 2022 for $1,570.17 (Ticket Number: *************; Confirmation Code: EGENKQ). He soon told me that he had to depart on a later date. So I called the rep at Hawaiian Airline WITHIN ONE HOUR OF BOOKING. She was so incompetent that she could not understand I simply wanted to change the departure date to a few days later. So I asked to cancel the flights instead again within ONE HOUR of booking.Waited for a few weeks for refund. Nothing so I submitted dispute through ***************** Their 1st response was that they would only do credit to their airline and not full refund which is in FULL VIOLATION of their own fare rule & cancellation policy. I asked **************** to resubmit the dispute again by uploading Hawaiian Airlines own free cancellation policy.They came back refusing the issue full refund again saying that the cancellation was done within 7 days of departure. That was completely made up. It was cancelled within one hour of booking on June 23 and the departure date was July 25, over a month away.All in all, this company hires incompetent reps and is so difficult to do business with and does not honor its own 24-hour free cancellation policy. They make it so hard to keep customers money that are not rightfully theirs and should be fully investigated for similar bullying behavior.Seeking full immediate refund of the $1,570.17.

  Business Response

  Date: 08/08/2022

  RE: ****/***
  
  Aloha ************,
  
  Your message was received from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your son's reservation experience. As customers, you're our valued guests so there's never an acceptable excuse when you receive poor service. We need to get better and have shared this with our *********************** Managers for their review and coaching opportunities. 
  
  Your ticket should have been automatically refunded by our ***********************. I see that a chargeback was filed for this ticket on July 19. Please know that your experience is important to us, and we would like to take some additional time to look into this matter. I assure you that I'll get back to you once I receive the information from our ********************* I need to respond to your concerns.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17674340
  
  I am rejecting this response because it is just pending and incomplete 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/23/2022

  Aloha ************,
  
  We've received a notification with your case. Our ********************* has confirmed that they've accepted the chargeback filed on this ticket. The credit will be sent to you directly from your bank.  
  
  Thank you again for choosing Hawaiian Airlines. 
  
  Sincerely,
  ******************************; 
  
  From:*********************************************
  Sent:8/8/2022 3:45 PM
  To:**************************
  Subject:RE: Hawaiian Airlines, ************************* CN-01840976
  
  Aloha ************,
  
  We've received a notification from our *********************. We apologize again for the handling and understand the inconvenience we've caused. To ensure your funds are returned to you, we will accept the dispute you filed so your bank can issue the refund to you. The process will take up to two weeks and after time, you should have your funds returned back to you. 
  
  As a gesture of goodwill for the poor service experience, I'll be issuing 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.
  
  Thank you for choosing Hawaiian Airlines.
  
  Mahalo,
  ***********************************
    

  Customer Answer

  Date: 08/30/2022

   
  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:08/03/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight and hotel package via Hawaiian Airlines. I requested to pay additional $67 USD to upgrade to main fare. I proceeded to finalize my selection and was alerted that my price had decreased to ****, so I attempted to book. I received an error that said I needed to be quick as prices change quickly and now the price was ****. I put my information in again and was successful with my booking. When the itinerary came the flight was listed as Main basic, and my **************** was charged both $**** and $****.When I called I was told that the website automatically gives you a main basic fare to provide the lowest cost, even if you chose (and pay for) the higher main cabin fare. I want my main cabin fare honored so I can sit with my travel companion and the second FRAUDLENT charge removed from my ****************.

  Business Response

  Date: 08/05/2022

  ********************* - ********************
  RE: ****/******, *****/*******
  
  Aloha ************,
  
  Your message was forwarded from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. As customers, you're our valued guests so there's never an acceptable excuse when you receive poor service. 
  
  I too would be disappointed with the service you received and I'm concerned about the charges in your reservation. 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 and any changes to your flights. I've forwarded your comments to them so they can assist you and have authorized an agent to assign you seats in our Main Cabin. Their representative should also be contacting you directly. If you prefer to follow up with them, you may call **************. Please have your itinerary number available. 
  
  ************, we look forward to the privilege of serving you in September. Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17667648
  
  I am rejecting this response because:

   

  I have already called Hawaiian airlines, and spoken with the airline, reservations, and vacation package department and NO ONE has provided any resolution. This is yet, another attempt for this company to not address my concern. I was charged $1847.74 and should have ONLY paid the $1800.58 (which I was also charged), I should be upgraded past main fare cabin as the ongoing delay and refusal to call me is a significant concern. I asked to speak to a supervisor and was told via the virtual agent that someone would call me within 24 hours, it has no been almost 48 hours without contact. I am not happy, nothing has been resolved. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/15/2022

  Aloha,
  
  We see that you were contacted on August 9 by our vacation package team for their assistance along with our reservations department to assign your seats. If you have any other questions, please let us know. 
  
  Regards,
  ******************************;