Airlines
Hawaiian Airlines, Inc.This business is NOT BBB Accredited.
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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
- 582 total complaints in the last 3 years.
- 132 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/13/2022
Type:Service or Repair IssuesStatus: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.
We purchased 4 plane tickets for ********* to ******** for travel on June 27 th 2022 to July 3rd 2022 with our Hawaiian airlines credit card in order to get our miles points. When we purchased the tickets for 2 adults and 2 kids on the screen by each person we were shown the points that we were to receive for the round trip tickets which was approximately **** miles for each person which should be about ****** points give or take. We first received **** point and then I asked what happened to my other point so another **** showed up but were are the other ****** points. I have communicated with customer service by email and I am told to submit the reservation BTVRYX that I was given at purchase. I checked and it was rejected and now they are telling because they need their own Hawaiian miles number, how are my kids going to open an account. All in need is to purchase the tickets with the Hawaiian airlines credit card to receive points and now Hawaiian airlines is trying not to follow the rules of giving us points. Last time we used Hawaiian airlines they did not give us our points for 2018 flight because it was too long ago. And now this year they are trying not to give us the points again. All we want is our points. If we use our Hawaiian airlines credit card to get miles then we should get the miles. ******* thing just to show you that they dont honor their customers, if you use your Hawaiian airline CC your fist bag is free. We were getting charged for our bag until I told them that we used our card. They are good at charging but dont want to give you your points.Business Response
Date: 07/15/2022
Message From Consumer Affairs
7/15/2022 - Case: CN-01836614
************************* - ********************
BTVRYX - ******/*******************/***********************/******/*****************
******/******************* - HM Account 345386970
******/***** Ann - HM Account 345386494
Aloha ****************,
The Hawaiian Airlines *********************** has received an inquiry from the Better Business Bureau regarding your HawaiianMiles and the baggage fees you incurred.
We apologize for the poor experience that you have received from the Hawaiian Airlines HawaiianMiles Program. The miles accrual for traveling is for each individual traveling, and cannot be put into one account, each person will need to have a HawaiianMiles account to accrue miles. Also, we only show one HawaiianMiles account being entered into your reservation. If you wish to have *********************** and ****** have HawaiianMiles accounts you will need to create accounts for them at our Hawaiian Airlines website or at this link Join Today
Once their accounts are set up, please call the HawaiianMiles ************** at **************, Monday-Friday, 7:00 am - 4:30 pm HST. for assistance with your retro credit to the other accounts.
Upon our review of your baggage charges, we show that the purchaser and cardholder was ***************************, and the baggage fees were charged under *****************************. This would be the reason for the system charging you for your baggage fees as the primary purchaser was ***************************. Also, on your return flight, we show a different credit card is used to check in the bags. Please understand that procedures must be followed when credit cards and frequent flyer accounts are used. We are refunding the baggage fees back to the credit card ending with **** and ****. Please allow our ***************** some time to process the request. The credit should appear on your next statements or the one thereafter.
Thank you for choosing Hawaiian Airlines.
Sincerely,
*****************
Resolution Coordinator
Hawaiian Airlines, ***********************Customer Answer
Date: 07/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will try to link *********************** and ****** and see if that works. Thank you
Sincerely,
*************************Initial Complaint
Date:07/12/2022
Type:Product IssuesStatus: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 3/10/22 I purchased four tickets for a flight departing *********, ** (ROC) at 6:01AM on July 16 and arriving in ******** at 3:00PM that same day with one stop to change planes at ***. The return flight was to depart from *** at 3:40PM on July 23 and arrive back at ROC around 9:00AM on July 24. Because the *** to *** leg is about 10 hours, I also upgraded to extra comfort for each ticket. The total price was $8,480.00. I received notice from Hawaiian Airlines on or around April 13 that it was changing our itinerary, having our return trip stop for over 7 hours in *********. I contacted customer service to reject this change and request that my original itinerary be restored, and it was, although the customer service representative stated that the "new" tickets would be "restricted". I received no notice of the second involuntary change, which removed the initial ****to-*** leg on 6:01AM on July 16. I discovered this change when I checked My Trips on the company's app on June 20. Because the removal of the ****to-*** leg showed that Hawaiian Airlines is unable to provide the service my family had paid for (ROC to *** on July 16 and *** to ROC on July *****), I contacted customer service that day to cancel our reservation. After confirming that my itinerary had been changed, the customer service rep acknowledged the cancellation and directed me to the company's consumer affairs office about a refund. Despite my repeated attempts to explain the circumstances, the consumer affairs rep I have dealt with states only that the company is unable to refund the purchase price because the tickets are "restricted". It is not true that the company is "unable" to refund the purchase price. I suspect that Hawaiian Airlines deliberately changes itineraries to cause customers to change them back, which then allows the company to issue "restricted" tickets. Then, if future changes make the itinerary impossible, as in my case, it denies refunds. This is an unfair practice.Business Response
Date: 07/15/2022
************************* - *********************
RE: Stone/*******/*****/*********/*****
Aloha **************,
Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, I'm sorry to learn that you and your family were unable to travel to ********. As customers, you're our valued guests so there's never an acceptable excuse when you receive poor service.
In recognition of your circumstances and since we were unable to accommodate you from Rochester, I'll be refunding your reservation KQPIOW back to the card ending in 5720. 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.
**************, I appreciate the opportunity to assist you with this matter. Thank you again for choosing Hawaiian Airlines.
Sincerely,
***********************************
Resolution Coordinator
Hawaiian Airlines, ***********************Customer Answer
Date: 07/16/2022
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, provided that the refund is credited to my credit card as stated in the amount of the full purchase price.
Sincerely,
*************************Initial Complaint
Date:07/11/2022
Type:Delivery IssuesStatus: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 checked a bag in ******** going to ***** Kauai on accident. I changed my flight to Maui but my bag was already on the plane to *****. The problem I am encountering with this business is that I am being kept on hold for hours at a time when I try to contact them about my bag. My bag was tagged but I have not received a call from anyone. I am frustrated because it is impossible to get ahold of anyone that can help. I call their number and I get a call center in some other country. The call center tells me I have to call a different number and when I do I have waited up to 2 hours for someone to answer the phone. So far I have been waiting 7 hours to talk to someone from this company to find out where my bag is.Business Response
Date: 07/12/2022
Aloha **************,
We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your baggage experience. It certainly feels like we're not upholding the values at Hawaiian Airlines and providing you with the ho'okipa our guests expect and we should deliver. We appreciate and value all of our guests and should make them feel that they are appreciated. Clearly that hasn't happened when locating your baggage. We need to get better and we'll only get better with feedback like yours.
Please provide us with your flight information including your six digit confirmation code and ticket number. Once we receive this information, we can continue with your case. You can send any supporting documents in a reply email or mail them to the address below.
Hawaiian Airlines
Attn: ***********************
P.O. Box 30008
********, ** 96820
**************, we look forward to hearing from you soon. Thank you for choosing Hawaiian Airlines.
Sincerely,
***********************************
Resolution Coordinator
Hawaiian Airlines, ***********************Customer Answer
Date: 07/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this issue was resolved after waiting on hold for 3 hours and tracking down the number to the ***** baggage claim myself.
Sincerely,
***********************
Hawaiian Airlines, Inc. is NOT a BBB Accredited Business.
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