Business Profile

Airlines

Hawaiian Airlines, Inc.

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Complaints

This profile includes complaints for Hawaiian Airlines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

581 total complaints in the last 3 years.
132 complaints closed in the last 12 months.

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Submit a Complaint

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:08/03/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Departed Maui on Hawaiian Airlines Flight 30 on Friday July 15, arriving in ******* a little after MIDNIGHT. Upon arrival, my checked in luggage handle was jammed and no longer comes up (so can't wheel it) There was NO one at the Hawaiian Airlines Counter to file a claim - again it is midnight. I attempt to call 3 times on July 16 and July 17 - on hold for 1.5 hours EACH call and no one ever picked up. Made an online claim on Monday July 18th. No response. Make another Claim on July 28. Finally get a response on July 30th denying my claim because You must submit a preliminary notice of your Claim to us within four hours after the arrival of the flight on which the baggage or personal property was transported, or should have been, transported. The date of that flights arrival is referred to as the Claim Date.I made several attempts noted above. You will see by the pictures that this bag was NOT in bad shape so it does not warrant that. I challenge someone to call the ************** and see if you can get anyone to pick up the line. You will also see the email responses with the Hawaiian Airlines agent.They have made every attempt possible to make this as difficult as possible. They owe me a new bag. PLEASE HELP
Customer Answer
Date: 08/11/2022
In regards to complaint #********: they have issued the below credit to resolve this issue.

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

--

From: Hawaiian Airlines: Consumer Affairs Office
Sent: Tuesday, August 9, 2022 10:24 PM
To: ********************
Subject: Hawaiian Airlines, ************************* Travel Credit Issuance CN-01840600

Message From Consumer Affairs
08/09/2022 - Case: CN-01840600
Aloha ********,
As we mentioned previously, you have been issued an eTravel Credit(s) valid for future travel on Hawaiian Airlines.

Travel Credit # Redemption code Issued To Issued Amount Expiration date
01840600 25nj5chn2a2p Jan Ae Park USD ****** 10-Aug-2023

Your eTravel Credit(s) will be available for your use in two days from todays date.
Below, weve explained how to redeem your travel credit(s), and weve listed the terms and conditions associated with your travel credit(s). Please read this information carefully, so youll know how to book your travel.
Thank you for contacting us.

Sincerely,
Hawaiian Airlines, Consumer Affairs Office

How To Redeem Your eTravel Credit
1. Go to: www.HawaiianAirlines.com/travelcredit2
(If you are currently logged in to your Hawaiian Miles account, please log out and start over.)
2. Enter your eTravel Credit # and redemption code. Please note that only one passenger may be booked per credit.
3. Click the Redeem Certificate button to continue booking your flight. Your fare should be discounted by the value of the credit.
4. Select your travel dates. You may select travel dates up to 330 days later than the date you book your flight.
(For example, if you use your credit on October 10, 2016 to book a flight, you may select from flights up to September 4, 2017.)
If you have any problems redeeming your eTravel Credit, please contact our ****************** toll-free, 24 hours a day, 7 days a week at: **************

Terms and Conditions
This Travel Credit and any transportation covered by it are subject to the applicable tariffs, conditions of carriage, and rules and regulations of Hawaiian Airlines effective at the time of ticket issuance. Transportation will be supplied upon the application of this Travel Credit for a ticket on a future flight at values established by the applicable tariff and class of service.
This Travel Credit is non-transferable, has no cash value, and entitles the passenger named on this Travel Credit to a credit for the face amount on this Travel Credit towards the purchase of any available Hawaiian Airlines published or web fare (on www.HawaiianAirlines.com).
1. All flights are subjected to availability at the time of reservation.
2. All travel will be in accordance with Hawaiian Airlines' published tariffs, the rules and restrictions applicable to the fare used, and Hawaiian Airlines Contract of Carriage.
3. The full face value of this Travel Credit must be redeemed in one transaction for one ticket (i.e., one ticket number) for services of equal or higher value.
4. If the Travel Credit is redeemed for a ticket of lesser value that the Travel Credit, the balance will be surrendered/forfeited by the passenger.
5. This Travel Credit cannot be combined with any other credit order or promotional offer.
6. This Travel Credit may only be used for one transaction for one ticket (i.e., one ticket number) regardless of the number of flight segments in the itinerary.
7. This Travel Credit may only be used for future travel on Hawaiian Airlines
8. This Travel Credit is not valid for services, products or fees listed below:
o Code share flights
o Travel packages
o Payment for special services
o Purchase of HawaiianMiles
o Inflight amenities such as beverages and headsets
o Neighbor Island Travel Plan
o Rental car, meals or hotels
o Payment of C.O.D. amounts
o Merchandise
o Cargo charges
o Unaccompanied minor and Meet and Assist fees
o Oxygen units
o Checked baggage fees
o Ticket change fees
o Upgrade fees
o Fare difference for changes to previously issued tickets
9. Not valid for multi-city reservations.
Initial Complaint
Date:07/26/2022
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.
On July 8, 2022 we got an email saying that your flight to *******, ******* was canceled because they will stop flights from ******** to ******* on September 7, 2022. They also said they will give a full refund back. On July 9, 2022 I went online and chatted with Hawaiian airlines at 9am and wasn't answered until 3pm and they said we will get a full refund to credit card. Then on July 15, 2022 I got an email from Hawaiian Airlines Consumer affairs saying we will get $400 etravel credit because we used it on your flight. I chatted online with Hawaiian and tried to explain what was told to us but no one will help. I ended up calling and talking to a live agent and letting them know we would like a full refund because of the inconvenience of the canceled flight and now I have to change my rental car/house and my dialysis dates. Also, now I will have a stop over where with Hawaiian it was straight flight. No one had compassion or didn't want to listen to my concern. I can see if I canceled the flight you give me back my etravel credit but HAWAIIAN AIRLINES canceled the flight and now I have to pay more, have 1 or 2 stops and change my whole itinerary! All we ask is for a full refund. The last agent we talked to said she sent an email to the Consumer affair department and its been over a week and no one contacted us and we can't call them because they don't have a phone number and all we get is they will contact you. We want this to be resolve as soon as possible because the flights are getting more expensive as the days go by. Please help! Here's my and my wife's confirmation #WZDIXY/#MLNLCG.
Business Response
Date: 07/27/2022
Message From Consumer Affairs
7/27/2022 - Case: CN-01746076
BBB #*******

*********************** - **********************

RE: *****/******/********

Aloha Mr. *****,

Thank you for taking the time to contact us. We received your complaint to the Better Business Bureau (BBB) on July 26. On behalf of Hawaiian Airlines, please accept our sincerest apologies for the disruption to your travel plans in regards to the suspension of our ******** (***) to ******* (***) flights. Weve made the difficult decision to suspend our ******* service after more than a year of serving the *************** market to better re-align our aircraft to meet demand across our network. We realize the inconvenience this has caused you and your ?ohana. Unfortunately, there were no options to rebook and apologize that we are unable to reschedule your flight on Hawaiian Airlines. A refund was processed back to the original card used for your purchase for the amount that you paid. All refunds must go back to the original form of payment. Since eTravel Credits were a part of your payment, we have reissued each of you a new $400 eTravel Credit good for future flights on Hawaiian Airlines. We are unable to refund you for the amount of the eTravel Credits.

Again, we sincerely apologize for the inconvenience this cancellation has caused to your travel plans. Mahalo for choosing Hawaiian Airlines.

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

Sr. ********** Coordinator
Hawaiian Airlines, ***********************
Customer Answer
Date: 07/27/2022

Complaint: 17624880

I am rejecting this response because:Aloha Ms. ************* is really sad that you guys had to wait for us to report you to BBB to reply back to us. Its so disappointing that you wont do a one time except because its Hawaiian airlines fault! This is not the first time we had problems with Hawaiian airlines and we was trying to give you the benefit of doubt to do the right thing and of course you guys did not. I hope this never happens to you or a family member. I can see if we canceled but we didnt you guys canceled. All we are asking is do the right thing! So sad you have no compassion because you can only email us and not hear our disappointment in Hawaiian Airlines! If you are so concerned about your consumer customer call me ************ and listen to my concerns, frustration and sadness in my voice.

Sincerely,

***********************
Initial Complaint
Date:07/24/2022
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.
Ive asked this airline to refund my unused ticket but they said they couldnt I booked this ticket for my dad with my card hes a sick 54 year old and cant fly anymore. I tried to get a refund 24 hours of purchase but they told me it would be a flight credit. I didnt receive any confirmation of a flight credit. It is July 24th now.
Business Response
Date: 07/25/2022
Message From Consumer Affairs
7/25/2022 - Case: CN-01838736

****** Soyon - ***************

Aloha Ms. Soyon,

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 father's unused ticket. I'm sorry to hear that he was unable to travel as planned.

In order for us to proceed with your case, please provide us with the following information:

Passenger(s) name
Dates of travel
Flight information (6-letter Confirmation Code, ticket number, departure/arrival city, etc.)

I look forward to hearing from you soon.

Mahalo,
*****************************

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Tell us why here...
Initial Complaint
Date:07/22/2022
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 oversize bags arrived late and were damaged. I used the claim form on the website several times and called the airline. Im seeking a refund for my oversized bag fee because it was delivered several days late and Id like to be reimbursed for the damage to my surfboards. I contacted the airline by email phone and online form and no one ever responded. When I called I was on hold over ******************************** to use the online form. When I told them I already did that they told me to try again.
Business Response
Date: 07/26/2022
From: ************************ <***************************************************>
Sent: Tuesday, July 26, 2022 2:20 PM
To: *********************
Cc: CLAIMS <**********************************>
Subject: 220501-000038 / AHL MCO**10050

Aloha *******,

The details of your file have been sent to our office from our **************************** for further review. As it applies to your file for delayed baggage (surfboard) AHL MCO**10050, we apologize for the inconveniences caused as a result of the delay.

Please be advised of the terms and conditions of Hawaiian Airlines Domestic Contract of Carriage as it applies to surfboards checked as baggage:

Surfboards, Kiteboards, Paddleboards, and Wakeboards. We will accept surfboards, kiteboards, paddleboards, and wakeboards upon the following terms and conditions. When packaged together, one Board Item will count as one bag containing one or more surfboards, kiteboards, paddleboards, and/or wakeboards, and reasonable packing materials to prevent board damage. Each Board Item is subject to the additional terms and conditions stated below.
NOTE: Any separately packaged items and each additional piece of equipment or other item included with your Board Item will be treated as a separate item and will be subject to any applicable baggage fees.
Conditions of acceptance.
We will not accept any Board Item weighing more than 50 pounds (**** kg).
We will not accept any Board Item greater 115 inches (292 cm) in length.
Your board(s) may be subject to a visual inspection for any pre-existing damage.
Your board(s) must be adequately and suitably packed in a bag or other container to protect your board(s) from damage.
Board fin(s) must be removed or well-padded and protected from damage or from causing damage to other bags.
Transportation is subject to space availability and you agree that Hawaiian is not liable for any such delays, nor for ground delivery of your Board Item at your destination, resulting from Hawaiian being unable to accommodate your Board Item on the flight for which it was accepted as checked baggage.
Fees. You will incur the following baggage charges on each Board Item in lieu of the baggage fees set forth in Section (B) of this Rule 18:
Between points within the ***************: $35.00 per Board Item.
Between any other points within ******* not wholly within ******: $100.00 per Board Item.

While we do make every attempt to ensure that your baggage,whether it be standard baggage or specialty items, travel with you to your destination, there are instances when space availability prevents this from occurring and regular baggage take precedence. Upon arrival of your surfboards,*** went above and beyond and actually had it delivered to you which is something that we generally do not do, based on the above verbiage from Rule 18.

Per the same Contract of Carriage, and as it applies to the claimed damage:

Required Notices. In the case of loss of, damage to, or delay in delivery of any of your checked baggage:
You must submit a preliminary notice of your Claim to us within four hours after the arrival of the flight on which the baggage or personal property was transported, or should have been, transported. The date of that flights arrival is referred to as the Claim Date.
Domestic Contract of Carriage - Full Text | Hawaiian Airlines

All carriers have similar clauses in their Contracts of Carriage. Please compare and contrast ours with other Domestic carriers at the following links:

United Airlines
https://www.united.com/en/us/fly/contract-of-carriage.html

Delta Airlines
https://www.delta.com/us/en/legal/contract-of-carriage-dgr

JetBlue
https://www.jetblue.com/magnoliapublic/dam/ui-assets/p/contract_of_carriage.pdf

American Airlines
https://www.aa.com/i18n/customer-service/support/conditions-of-carriage.jsp

Granted, with your surfboard being delayed and ultimately delivered, it would have been understandable if you had not submitted a claim for damage or notified the airline of said damage within the first four hours or until the following day. Unfortunately, the first instance of damage that was made aware to us was on 01MAY2022 ( 220501-000038 ) through an incident submission through the ** Website, just over two months after receipt of your surfboard. Due to your claim for damage not having been reported to us as a carrier within the window in which to file a claim, your claim for damage is being denied.

In the event that you choose to make a claim with your travel insurance, private insurance, and or credit card insurance, a copy of this file may be forwarded to your broker upon request.

Please let me know if you have any further questions.

Best wishes,

***********************
Manager, Central Baggage Claims
3375 **********. G350, ********, ** 96820
email: ***************************************************
Initial Complaint
Date:07/22/2022
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 flights were cancelled ***************** and Hawaiian airlines didn't care enough to consider rebooking me on a partner airlines with a similar itinerary for the same cost. Your company just automated refunded customers without finding out what options the customers want or want worked best for the customer. I haven't flow with ****************** in quite some time but this just shows how the customer services hasn't improved over the years. I called and spoke with rep about being rebooked on partner flight but she stated its not options because the flight had already been refunding. I explained that I didn't have a say in the matter because Hawaiian airlines made the decision to cancel without invoking me. after spending several weeks watching flight to find this flights I had, I now have to do it all over again and i'm not able to find anything that remotelyy matches the itinerary and flights are now near double. Its not right that a decision you made without my involvement penalize me by forcing me to pay double for a worst itinerary. The agent didn't seem too care about this and just keep repeating I have already been refunded so its nothing they can do. Im hoping you can do something about the additional cost i'll have to pay to find a similar flight. By the way, it doesn't take 2 billing cycles to be refund. My credit card company has posted refunds the same day so I know its Hawaiian airlines fault the refunds take so long. I'm unable to find a similar itinerary at a similar cost so im not having to spend more because of a decision you made with no regard to the customer. Please help.
Business Response
Date: 07/22/2022
Message From Consumer Affairs
7/22/2022 - Case: CN-01838057

************************* - *****************

Long/********/Lavonshia

Aloha Mr.  Long,

Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted inquiry to the Better Business Bureau on July 22, 2022. On behalf of Hawaiian Airlines, we apologize for the disruption to your travel plans regarding service between ******* and ********.

On June 3, 2022, our records show that tickets were purchased for your upcoming scheduled round trip travel on February 3, 2023, from Orland to ******** to ***** (QNJLBU), and on February 9, 2023, from ***** to ******** to ******* (EQGWOG).

On July 8, 2022, we announced that we've made the difficult decision to suspend our ******* service, effective September 7, 2022,  after more than a year of serving the Central ******* market to better re-align our aircraft to meet demand across our network. We realize the inconvenience this has caused you and your ?Ohana.

Unfortunately, there are no options to reschedule your flight on Hawaiian Airlines. Therefore, we processed a refund on July 15, 2022, back to the original credit card used for your purchases, to the credit card ending in ****. These transactions should reflect on your next credit statement or the one thereafter. Please know that we processed refunds for all canceled flights.

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.

Again, we sincerely apologize for the inconvenience this cancellation has caused to your travel plans.

We appreciate your patience and understanding and thank you for choosing Hawaiian Airlines. Take good care.

Mahalo,
*****************************

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Customer Answer
Date: 07/22/2022

Complaint: 17610084

I am rejecting this response because:it provides no solution to the fact that your decision to cancel the flight is cause me to have to pay almost double to find a suitable replacement route flight.

Sincerely,

*************************
Business Response
Date: 07/28/2022
Message From Consumer Affairs
7/28/2022 - Case: CN-01838057

************************* - *****************

Long/********/Lavonshia

Aloha Mr. Long,

This is to acknowledge receipt of your rejected response submitted to the Better Business Bureau. I understand that you are disappointed with our response and sincerely apologize for the disruption to your travel plans regarding service between ******* and ********.

As previously advised, service between ******** and ******* will be suspended effective September 7, 2022. Because there are no options to reschedule your flight on Hawaiian Airlines, a refund was issued on July 15, 2022 for your unused tickets, to the credit card ending in ****.

We appreciate your understanding and apologize for the inconvenience this cancellation has caused to your travel plans. Take good care.

Mahalo,
*****************************

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office

From:************************************************************************
Sent:7/22/2022 11:06 AM
To:*****************
Subject:Hawaiian Airlines, ************************* CN-01838057

Message From Consumer Affairs
7/22/2022 - Case: CN-01838057

************************* - *****************

Long/********/Lavonshia

Aloha Mr.  Long,

Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted inquiry to the Better Business Bureau on July 22, 2022. On behalf of Hawaiian Airlines, we apologize for the disruption to your travel plans regarding service between ******* and ********.

On June 3, 2022, our records show that tickets were purchased for your upcoming scheduled round trip travel on February 3, 2023, from Orland to ******** to ***** (QNJLBU), and on February 9, 2023, from ***** to ******** to ******* (EQGWOG).

On July 8, 2022, we announced that we've made the difficult decision to suspend our ******* service, effective September 7, 2022,  after more than a year of serving the Central ******* market to better re-align our aircraft to meet demand across our network. We realize the inconvenience this has caused you and your ?Ohana.

Unfortunately, there are no options to reschedule your flight on Hawaiian Airlines. Therefore, we processed a refund on July 15, 2022, back to the original credit card used for your purchases, to the credit card ending in ****. These transactions should reflect on your next credit statement or the one thereafter. Please know that we processed refunds for all canceled flights.

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.

Again, we sincerely apologize for the inconvenience this cancellation has caused to your travel plans.

We appreciate your patience and understanding and thank you for choosing Hawaiian Airlines. Take good care.

Mahalo,
*****************************

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Customer Answer
Date: 08/03/2022

Complaint: 17610084

I am rejecting this response because Hawaiian airlines hasn't acknowledged the problem and thus what they keep stating as a solution doesn't solve anything because they are trying to solve the wrong problem. Simply refunding me the original amount does not help me. I wasn't asking for a refund; I was asking for the opportunity to be booked on similar accommodation with an airline you partner with for the same amount originally paid but since you didn't think to do what's in the best interest for your customer, you refunded me. Now that you have refunded me it doesn't account for the additional money I will have to spend to find similar accommodations, as prices have increased now. If you would have never offered a flight you didn't intend to keep I would have never book with you and instead I could have booked with another carrier at the time that was just slightly more than Hawaiian Airlines. Now that carrier has gone up 50% so your decision to offer a flight you didn't intended to keep force me to have an unfavorable opportunity cost lost. My money was tied up with your company and then you refunded me at a later date where I can no longer get accommodations at similar prices as when I booked months ago. The same money you had in your possession knowing you wouldn't render services paid for; could at the very least been invested and earned me a profit which is why simply refunding me is not enough. Your customers deserve better from you.

Sincerely,

*************************
Business Response
Date: 08/15/2022
Message From Consumer Affairs
8/15/2022 - Case: CN-01838057

************************* - *****************

Long/********/Lavonshia

Aloha Mr. Long,

This is to acknowledge receipt of your additional 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 still disappointed with our response. We sincerely apologize for the disruption to your travel plans regarding service between ******* and ********.

As previously advised, on July 8, 2022, we announced that we made the difficult decision to suspend our ******* service, effective September 7, 2022, to better re-align our aircraft to meet demand across our network.

Unfortunately, because there are no options to reschedule your flight on Hawaiian Airlines, we processed a full refund on July 15, 2022, back to the original credit card used for your purchases, to the credit card ending in ****. Regrettably, we are unable to ***** your request to reaccommodate your future travel on another airline.

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.

Mahalo,
*****************************

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office

From:************************************************************************
Sent:7/28/2022 3:45 PM
To:*****************
Subject:RE: Hawaiian Airlines, ************************* CN-01838057

Message From Consumer Affairs
7/28/2022 - Case: CN-01838057

************************* - *****************

Long/********/Lavonshia

Aloha Mr. Long,

This is to acknowledge receipt of your rejected response submitted to the Better Business Bureau. I understand that you are disappointed with our response and sincerely apologize for the disruption to your travel plans regarding service between ******* and ********.

As previously advised, service between ******** and ******* will be suspended effective September 7, 2022. Because there are no options to reschedule your flight on Hawaiian Airlines, a refund was issued on July 15, 2022 for your unused tickets, to the credit card ending in ****.

We appreciate your understanding and apologize for the inconvenience this cancellation has caused to your travel plans. Take good care.

Mahalo,
*****************************

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office

From:************************************************************************
Sent:7/22/2022 11:06 AM
To:*****************
Subject:Hawaiian Airlines, ************************* CN-01838057

Message From Consumer Affairs
7/22/2022 - Case: CN-01838057

************************* - *****************

Long/********/Lavonshia

Aloha Mr.  Long,

Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted inquiry to the Better Business Bureau on July 22, 2022. On behalf of Hawaiian Airlines, we apologize for the disruption to your travel plans regarding service between ******* and ********.

On June 3, 2022, our records show that tickets were purchased for your upcoming scheduled round trip travel on February 3, 2023, from Orland to ******** to ***** (QNJLBU), and on February 9, 2023, from ***** to ******** to ******* (EQGWOG).

On July 8, 2022, we announced that we've made the difficult decision to suspend our ******* service, effective September 7, 2022,  after more than a year of serving the Central ******* market to better re-align our aircraft to meet demand across our network. We realize the inconvenience this has caused you and your ?Ohana.

Unfortunately, there are no options to reschedule your flight on Hawaiian Airlines. Therefore, we processed a refund on July 15, 2022, back to the original credit card used for your purchases, to the credit card ending in ****. These transactions should reflect on your next credit statement or the one thereafter. Please know that we processed refunds for all canceled flights.

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.

Again, we sincerely apologize for the inconvenience this cancellation has caused to your travel plans.

We appreciate your patience and understanding and thank you for choosing Hawaiian Airlines. Take good care.

Mahalo,
*****************************

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Tell us why here...
Customer Answer
Date: 08/15/2022

Complaint: 17610084

I am rejecting this response because once again you have failed to listen to your customers. In the first phone call I ever head regarding this situation I asked about being booked on a partner flight with a similar itinerary. The fact that you mentioned you decided to refund me instead of rebooking me on an Hawaiian airline flights proves the blatant ignorance of you and your employees. I have gone back and forth with agents on the phone, back and forth via email before contacting BBB to intervene and now back and forth on BBB and you still do not understand the issue I have explained server times. You have failed to listen and I see now you do not care. It was made know on the first call that Hawaiian airlines canceled flights from *** so why would I ask to be rebooked on a Hawaiian airlines flight when you don't fly from my airport anymore. I asked to be booked on a flight with an airline you partner with. I have had this done by Southwest, Delta, Jet Blue, United and American Airlines so I know it can be done. Hawaiian airlines is the worst of all airlines. Even Spirit and Frontier Airlines has better customer service than **********************. I will make sure your customers get a copy of this complaint and your response so they can see how horrible your company and customer service is.

Sincerely,

*************************
Initial Complaint
Date:07/18/2022
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 an interisland ticket, confirmation #TVRGLJ, with Hawaiian Airlines in May. I live in ****** most of the year, and booked it from there. They changed my flight and emailed me with the new time. I called today, July 18th, about my July 26th flight, because I have an international flight and the new time would cause me to MISS my international flight.Hawaiian Airlines therefore changed my flight time. I called to rebook in a new time, same day. I was told that despite HAWAIIAN changing my schedule, causing me to potentially miss my next flight, I would have to pay for the changes in my flight. Hawaiian's website guarantees free rebooking, and I was never told that I had 14 days to change my flight. I told all of this to the woman on the phone, but she said it didn't matter and I would be charged a fee of $30USD to fix the Hawaiian Airlines change. Not my change, but theirs. This is obviously unfair, and a total scam on Hawaiian Airlines' part. I will miss my international flight ******** - ***** - ****** Hawaiian Airlines HA459(Economy class) if I don't change my flight, so I paid the fee. But I want to be reimbursed ASAP.
Business Response
Date: 07/19/2022
Aloha ****************,

Your message to the BBB was received and 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.

To make sure there wont be problems with the timing of connecting flights, we recommend that passengers purchase all flight segments on one ticket (through fare) instead of purchasing separate tickets (TVRGLJ and VXIPOD). While we've eliminated all change fees, guests making any changes will be charged any applicable fare difference.

While you were properly charged for your flight on July 26, as a courtesy, we'll be refunding the $30.01 fare difference. 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 refund will be reflected on your next credit statement, or the one thereafter depending on your billing cycle.

Thank you for choosing Hawaiian Airlines and we look forward to serving you in your upcoming travels.

Sincerely,
***********************************
Initial Complaint
Date:07/15/2022
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.
On Feb. 9, 2022 I booked extra comfort seats on Hawaiian Airlines using reward miles for my flight from HNL > SEA on July 21, 2022, returning from SEA > *** on Aug. 10, 2022.Last night (July 13, 2022) I contacted the airline to try and change my seat to another extra comfort seat. The rep told me there was an error when I booked my flight and I wasn't charged for the extra comfort seats, only the ticket. I was told that If I wanted the extra comfort seats I would have to pay for them otherwise I would need to select new seats in basic economy.My reservation and receipt all say I'm confirmed on my extra comfort seats (16A, 15J). No one ever contacted me or sent me anything to say the seats weren't paid for so I was under the impression everything was set. If I didn't contact them yesterday I would have shown up at the airport expecting those seats but then be told I need to pay for them. That's completely wrong! What if I had shown up at the airport unable to pay for the seats and they were sold out of basic economy? Would I be bumped off the flight?I've flown in extra comfort and even first class on Hawaiian Airlines for years (member #*********) because I am prone to blood clots and the extra leg room allows me to move my legs around more and/or elevate my legs. I would also like to mention that I called Hawaiian Airlines today (July 14, 2022) and it took over an hour for a supervisor to come on the phone. After I mentioned to the agent that I was planning to file a complaint with the *** and BBB a supervisor came on the phone within minutes. The supervisor I spoke to was *********
Business Response
Date: 07/16/2022
Message From Consumer Affairs
7/16/2022 - Case: CN-01836641
**** Kitsu - *******************

Aloha Mr. ****************** complaint to the Better Business Bureau has been received by our office for a response.

On behalf of Hawaiian Airlines, please accept our apologies for any misunderstanding or miscommunication in regard to your Extra Comfort Seat that you reserved for your flights on July 21 and August 10, 2022. After reviewing your case, I do see that you purchased your tickets using HawaiianMiles, however, Extra Comfort Seat upgrades are always purchased separately from ticket purchases. Please understand that although Extra Comfort Seats can be reserved, however, without payment they will be released to be purchased by other guests. I am unable to see a purchase that was made by you for your seat upgrades. If you feel that I have made an error, please provide me a copy of your credit statement indicating these charges with your reply email.

Thank you for choosing Hawaiian Airlines.

Sincerely,
***************************
Senior Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office

Customer Answer
Date: 07/16/2022

Complaint: 17571255

I am rejecting this response because:
I understand that you are saying I wasn't charged for the extra comfort seats, however I was never told that when I made the booking or after I made the booking. As a customer if my reservation and receipt all say I am confirmed on the extra comfort seats then I am under the impression that I don't have to do anything else.I should have been asked to make payment when I made the booking. I should not have to show up at the airport to be told I need to pay extra for seats that I have been confirmed on.What if I showed up at the airport without enough money and economy was sold out, would I be bumped from the flight? That's completely unacceptable!
Sincerely,

**** Kitsu
Initial Complaint
Date:07/13/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 6 I contacted Hawaiian Airlines customer service as 5 of the 7 of us on a reservation wanted to change our return date. Initially the customer service rep claimed I had to change all 7 tickets and could not change only 5 on the reservation. I requested to speak to a supervisor and was put on hold. The same rep came back and stated they could change the 5. I than asked if their would be a fee or extra cost if we changed the ticket to July 8 to which she responded no. She put me on hold to make the change to which 5 minutes later she came back and said she was unable to change just 5 but changed all 7. I again requested a supervisor as it was clear she could not help. She again put me on hold and finally came back to state she was able to change the 5. I again asked are there any fees or extra costs to which she replied no. She than said she had to put us on hold to process the tickets. After the tickets were processed she returned to the call to inform us the change has been processed but made a mistake and their was a charge for each ticket. Unbelievable I had asked multiple times to which she said no and it was not until the change was made did she inform us their was a fee. The customer service was unacceptable and we were mislead to believe a change of return date would not cost us but after the tickets were processed we were charged a fee. This is just one experience of a couple on this trip where Hawaiian Airlines failed us as customers.
Business Response
Date: 07/25/2022
Message From Consumer Affairs
7/25/2022 - Case: CN-01838735

********************* - **********************

Aloha ****************,

The Hawaiian Airlines *********************** has been contacted by the Better Business Bureau regarding your situation with our Reservations Department.

However, we do not have any information on your travel information. Please reply to this email and assist us with your reservation record locator or tickets or travel details so that we may locate your reservations.

Thank you for choosing Hawaiian Airlines.

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

Resolution Coordinator
Hawaiian Airlines, ***********************Tell us why here...
Customer Answer
Date: 07/26/2022

Complaint: 17564774

We flew from *** to HNL on June 30, 2022 on flight HA11
Our initial return flight was *** to *** on July 6, 2022 on flight HA12
However, we requested a change for our return flight to July 8, 2022 on flight HA12.
We asked multiple times and were informed numerous time on the recorded phone call there would be no extra costs or fees for the ticket change but after the reservation was changed and tickets issued we were than informed about the extra costs/fees for the ticker change. We would have never made the change if we knew there was a cost/fee.
The reservation is under the last name ****** first name ****

Sincerely,

*********************
Business Response
Date: 08/03/2022
Message From Consumer Affairs
8/3/2022 - Case: CN-01838735

********************* - **********************

Aloha ****************,

Thank you for providing more information. We have notified our *********************** of your inquiry, and have requested the phone recordings for the reservation change. Please allow our *********************** some time to investigate this further, and once we receive the information from them we will be able to respond accordingly to your inquiry.

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

Resolution Coordinator
Hawaiian Airlines, Consumer Affairs OfficeTell us why here...
Customer Answer
Date: 08/10/2022

Complaint: 17564774

I am rejecting this response because:

Sincerely,

*********************
I am glad and thankful that you have requested the phone recordings as it will clearly establish and prove that the only reason this entire situation occurred was due to a Hawaiian Airlines representative initially providing us with false and inaccurate information which we based our decision on. The ONLY reason we informed the representative to ticket it and change our flight was due to their agent informing me there was no charge or fee to change the tickets. We would have never changed our flight if it was not due to misrepresentation and inaccurate information provided by the agents on the first and second call. If I was initially informed there was going to be a $90 fee per ticket, I would have said no thank you and proceeded to the airport. However, after a great deal of time had passed and it was too late for us to change our mind and not until the very end were we informed of the fees. Hawaiian Airlines should honor what we were initially told by the representative that there was no cost or fees otherwise this would just be nothing more than Hawaiian Airlines doing a bait and switch on one of their customers. Hawaiian Airlines should take responsibility for the fact that their own representative was providing customers false and inaccurate information.
Business Response
Date: 08/22/2022
From: Hawaiian Airlines: *********************** (*************************************************************************
To: **********************
Subject: RE: Hawaiian Airlines, *********************** - CN-01838735
Date: 8/22/2022 9:50 AM
Body:
Message From Consumer Affairs
8/22/2022 - Case: CN-01838735
CL2022080545 - (*********************) DI1000 CN-01838735
BBB #******** | CN-01838735

********************* - **********************
Soudah/****/Lan/*******/******/*****

***************************,

Your complaint to the **************************** along with your rejection of our previous correspondence has been received by our office for a response.

Your case has been re-assigned to me for further review and handling.  On behalf of Hawaiian Airlines, please accept our apologies for any miscommunication and misunderstanding that occurred when rebooking your tickets under confirmation code CAYWSE.  Please be assured that your experience will be shared with our Reservations Manager for his internal review and to evaluate the areas in which we can improve the quality of our service.

After reviewing your case, I understand on the first call, when the changes were to be made, the agent asked if you were going to confirm the changes for July 8, as it was not ticketed, and you replied, "Yes, ticket it."  Right after that, you gave the phone to another person to complete the call, as you had to take the other travelers to their flight.  The person that completed the transaction was advised of the $90.00 fare difference per passenger and confirmed the credit card, the tickets were exchanged and the fare difference was charged.

We see that the problem occurred during the switching of the phone where the fare difference was advised, when you returned to the phone call, you asked the agent if it's regular seats, and there is no charge. The agent, referring to your original conversation about the Extra Comfort seats, advised, no charge.  If the seats were regular seats, there is no charge, which is correct.

On the second call, the second agent advised the tickets were still being processed and gave the wrong information, as the second agent did not see that there was a fare difference still being processed.

On the third and final call, the third agent provided you with the correct information and advise you of the $90 fare difference, and you were put in Extra Comfort seats which were not charged at that time and recommended you check your seats at check-in or at the airport.

Based on our findings in the call recordings, the *********************** agents correctly charged you for the fare difference, and not for Extra Comfort seats.  However, due to the miscommunication between you and the different agents that you communicated with, as a courtesy, we are issuing you a refund of the five charges of $90 each.  These refunds will be processed back to the credit card used for these purchases and these transactions should appear on the next credit statement or the one thereafter.

Thank you for choosing Hawaiian Airlines.

*********,
***************************
Senior Resolution Coordinator
Hawaiian Airlines, ***********************
Customer Answer
Date: 08/29/2022

Better Business Bureau:

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

Sincerely,

*********************
Initial Complaint
Date:07/13/2022
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.
Hawaiian airlines cancelled all flights from ****** to *******. I bought my tickets in February. Because they have suspended all flights I am out my hotel and ****** ticket money. Both are prepaid and non refundable. I have called the airline they tell me to email and no one responds. I call they transfer and put me on hold for hours. I want compensation not only for the airline tickets ($5000.00)they cancelled but also for my hotel and ****** tickets (*******) that I paid for. I am not able to get a flight with another airline on the dates and times I need and Im just out my money. Horrible customer service on their end. I would like full compensation for the Headache they caused me for not honoring the flights the have already booked
Business Response
Date: 07/15/2022
Message From Consumer Affairs
7/15/2022 - Case: CN-01836627

*********************** - ********************
Jaegar/***********/****/******/*****/*****/*****

Aloha ****************,

Your complaint to the Better Business Bureau has been received by our office for a response.

On behalf of Hawaiian Airlines, please accept our sincerest apologies for the disruption to your travel plans in regard to our flight 86 from ******** to ******* and flight 85 from ******* to ******** on December 1 and December 11, 2022.

Weve made the difficult decision to suspend our ******* service after more than a year of serving the *************** market to better re-align our aircraft to meet demand across our network. We realize the inconvenience this has caused you and your ?Ohana.

Due to this, our ****************** has issued a refund of tickets 1732186170924 - ************* purchased under confirmation code JIPQAJ.  These refunds will be processed back to the credit card ending in ************************************************************************** the one thereafter.

Again, we sincerely apologize for the inconvenience this cancellation has caused.

Mahalo for choosing Hawaiian Airlines.

Sincerely,
***************************
Senior Resolution Coordinator
Hawaiian Airlines, ***********************
Customer Answer
Date: 07/15/2022

Complaint: 17562006

I am rejecting this response because: I want compensation for not only my airline tickets but for the major inconvenience this has caused. I have already bought our ****** tickets and paid for a hotel non refundable I dont get my money back for them if I dont show up. I am having a hard time finding connecting flights from ****** to *******. The one I did find was not on the dates I bought tickets for and I cant cancel my hotel reservation or I lose it and cant get it back because its booked solid. I am out thousands on ****** tickets and hotel tickets. I want compensation I relied on you when I bought my tickets to get me there and I bought them far in advance as ****** is busy around the holiday season. I am requesting $3500.00 in addition to the $5000 for airfare which has yet to be refunded to my card. which is still less then I am out. This is a reasonable request as you are the direct reason all of this is happening not to mention the headache this has caused me and my family.

Sincerely,

*********** /*************************
Business Response
Date: 07/23/2022
From: Hawaiian Airlines: *********************** (*********************************************)
To: ********************
Subject: RE: Hawaiian Airlines, *********************** - CN-01836627
Date: 7/23/2022 6:34 AM
Body:
Message From Consumer Affairs
7/23/2022 - Case: CN-01836627

*********************** - ********************
Jaegar/***********/****/******/*****/*****/*****

Aloha ****************,

I'm sorry that you are disappointed with our response and empathize with your situation.

I understand the inconvenience you and your family is experiencing due to the suspension of our ********/******* route.  As previously mentioned, due to the suspension, we have issued a refund of your tickets and seat upgrades purchased under confirmation code JIPQAJ.  These refunds were authorized on July 14, ************************************************************ ****.  These transactions should appear on your next credit statement or the one thereafter.

Although we are unable to honor your request for a cash compensation of $3500, we are issuing each of you a $150 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 taking the time to share your feedback with us so we can continue to offer a positive travel experience for all of our guests.

Sincerely,
***************************
Senior Resolution Coordinator
Hawaiian Airlines, ***********************

From:*********************************************
Sent:7/15/2022 2:28 PM
To:********************
Subject:Hawaiian Airlines, *********************** - CN-01836627
Message From Consumer Affairs
7/15/2022 - Case: CN-01836627

*********************** - ********************
Jaegar/***********/****/******/*****/*****/*****

Aloha ****************,

Your complaint to the Better Business Bureau has been received by our office for a response.

On behalf of Hawaiian Airlines, please accept our sincerest apologies for the disruption to your travel plans in regard to our flight 86 from ******** to ******* and flight 85 from ******* to ******** on December 1 and December 11, 2022.

Weve made the difficult decision to suspend our ******* service after more than a year of serving the Central ******* market to better re-align our aircraft to meet demand across our network. We realize the inconvenience this has caused you and your ?Ohana.

Due to this, our ****************** has issued a refund of tickets 1732186170924 - ************* purchased under confirmation code JIPQAJ.  These refunds will be processed back to the credit card ending in ************************************************************************** the one thereafter.

Again, we sincerely apologize for the inconvenience this cancellation has caused.

Mahalo for choosing Hawaiian Airlines.

Sincerely,
***************************
Senior Resolution Coordinator
Hawaiian Airlines, ***********************
Initial Complaint
Date:07/13/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello. I traveled with my family from *********, ********* to **********, CA. I had eight 32kg checked in baggage and out of those, three were damaged. I tried find a hawaiian counter but the help desk told me that we have to do it online. It was a weekend so I tried find the complaint link and lodged it on the fourth day. I did not hear anything back from hawaiian for weeks. Called so many times and it's been dragged. Finally someone emailed me back saying they don't have liability as I did not filed a complaint within 24hours being a domestic flight. I emailed back and told them I traveled internationally and and had 7days to file a complaint according to the rule but no one answered after that. I lost few clothes and lost 2 ******* smart watched I bought for my 6 and 7 yrs old boys. Please help me get what I deserve and such a shame on hawaiian airlines for this dodgy act.
Business Response
Date: 08/04/2022
Regarding Hawaiian Airlines Baggage Claim file reference HDQHA21089, no baggage report was made immediately upon arrival to the final destination. A courtesy claim was created and this baggage claim has now been settled, passenger has also been notified by email to **********************. Thank you.

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