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:03/04/2025

  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 flight was delayed and then cancelled. HA40 from (OGG) > (PDX) on 1/30/25 due to insufficient crew / staffing. I was placed on the next available flight with another airlines (United) on Friday (1/31) at 11:30pm. I have costs for **** rental, additional lodging for (1) night in ****, return of my HA40 baggage fee and the inconvenience of the unnecessary delay this caused. This was for myself and for my wife.I have tried to resolve this with Hawaiian Airlines, but they are not willing to take responsibility for their failure to provide service.

  Business Response

  Date: 04/17/2025

  Aloha ****** ****,
  
  Mahalo for your patience as you were awaiting our response. 
  
  I'm sorry to learn that your flight (HA40) on January 30, 2025 was canceled due to the inclement weather that was affecting the state of *******  I sincerely apologize for the way things were handled, and for any inconvenience and/or frustration caused to you on January 30, 2025.  We realize that there is always room for improvement with regards to the service we provide during irregular operations.  Please know that I have shared your feedback with our leadership team for their internal review.
  
  In the event of a Force Majeure Event (such as meteorological or geological conditions), we may cancel, terminate, divert, postpone, or delay any flight, right of carriage, or reservations (whether or not confirmed) without prior notice and determine if any departure or landing should be made without liability to Hawaiian Airlines. Since the cause of the flight disruption was out of our control, we are unable to provide compensation for expenses incurred.
  
  I appreciate the time that you've taken to contact us.  We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:03/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out regarding a refund issue for a trip to ****** that I originally booked in 2019. Unfortunately, due to COVID-19, my reservation was canceled. While I was refunded for five out of the seven tickets, two tickets remain unresolved.I have repeatedly requested compensation, as my son is now unable to travel due to the significant time that has passed. He has other commitments and is currently living outside of the ***** making it impossible for him to use the ticket. Despite my efforts to resolve this matter through Hawaiian Airlines, I have not received a clear explanation as to why a refund cannot be processed.I am seeking assistance in obtaining a refund for the remaining tickets. Please let me know how we can resolve this issue. I appreciate your prompt attention to this matter and look forward to your response.

  Business Response

  Date: 03/11/2025

  ************************ acknowledges receipt of the complaint that you filed with the Better Business Bureau (BBB).
  
  In 2020, we received a request to process a refund of the tickets purchased under confirmation code FYPMMP.  We issued a refund of these tickets.  On March 8, 2024, you inquired about confirmation codes XHCRRC and RGRCDS.  In accordance with our Covid-19 travel waiver, for guests who were unable to travel as scheduled, the unused value of their ticket could've been applied as a travel credit toward the purchase of a new ticket.  While there were no change fees, any applicable fare difference would've been collected for the new flight.  New travel would've needed to be reissued no later than December 31, 2022.  Unfortunately, ticket numbers 173-2178886035 (XHCRRC) and 173-2178885805 (RGRCDS) have expired for use and are non-refundable.
  
  On April 10, 2024, as a one-time courtesy, we issued each guest a travel voucher for the unused value of their expired tickets.  At that time, we let you know that travel vouchers are non-transferable, have no cash value, and entitles the passenger named on the Voucher to a credit for the amount of the Voucher towards the purchase of any available Hawaiian Airlines published or web fares on ******************************, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.
  
  For context, we've included the entire communication thread between our office and you.  I'm sorry, but we're unable to issue a refund of the issued travel vouchers as they have no cash value, as stated in the Terms and Conditions.  Based on the facts of your case, respectfully, we consider this matter closed.  
  
  Sincerely,
  ******* ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
  
  From:*******************************
  Sent:2/1/2025, 9:28 PM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, ************************* CN-01616988
  
  
   
  Good Evening,
  But there is a monetary value associated to this. I purchased this travel ticket in 2019 with currency and not a travel voucher. 
  I'd like to escalate this matter as I will not lose out on my hard earned ********'s a simple request to allow another one of my family members to use this travel voucher "credit". 
  Please call me at your earliest convenience to discuss this matter further as it is far from closed. 
  
  
  Res
  On Fri, Jan 31, 2025 at 3:43?PM Hawaiian Airlines: *********************** <************************************************************************> wrote:
  Aloha,
  
  A travel voucher has no cash value (as stated here), so unfortunately no, we're unable to issue a refund.
  
  Based on the facts of your case, respectfully, we consider this matter closed.  
  
  Sincerely,
  ******* ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
  
  
  From:*******************************
  Sent:1/31/2025, 9:23 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, ************************* CN-01616988
  
  
  
  Understand. In that case may have the money refunded to my new bank account?
  On Fri, Jan 31, 2025 at 10:54?AM Hawaiian Airlines: *********************** <************************************************************************> wrote:
  Aloha,
  
  Travel vouchers are non-transferable and can only be redeemed by the passenger the travel voucher is issued to.  Therefore, I'm sorry, but no, we're unable to accommodate your request.
  
  Sincerely,
  ******* ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************  
  
  From:*******************************
  Sent:1/30/2025, 2:47 PM
  To:************************************************************************
  Subject:[NON-HA] FWD: Hawaiian Airlines Reservations: Other - Other - Case No.: CN-02097447
  
  My son ***** ******* will not be able to travel to ****** with us. I would like to use his travel voucher for my other son ********* ******. Are you able to accommodate this request.
  ***** ******* - *******************************
  Re: ******/*****
  *******/*****
  
  Aloha ***** *******,
  
  Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.
  
  In accordance with our Covid-19 travel waiver, for guests who were unable to travel as scheduled, the unused value of their ticket could've been applied as a travel credit toward the purchase of a new ticket. While there were no change fees, any applicable fare difference would've been collected for the new flight. New travel would've needed to be reissued no later than December 31, 2022. Unfortunately, your ticket numbers 173-2178886035 (XHCRRC) and 173-2178885805 (RGRCDS) have expired for use and are non-refundable.
  
  Having said that, after reviewing your case and considering the circumstances, we'll be issuing each guest a travel voucher for the value of their expired ticket. For ***** C, it'll be $793, and for ***** M, it'll be $738. Please note that the Travel Voucher 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.
  
  A Travel Voucher is valid for one-year from the date of issuance (unless stated otherwise), non-transferable, has no cash value, and entitles the passenger named on the Voucher to a credit for the amount of the Voucher towards the purchase of any available Hawaiian Airlines published or web fares on ******************************, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.
  
  Please know that your travel vouchers are valid for one year from the date of issuance, and you'll be able to book travel for as far as 330 days in advance. As a friendly reminder, if you are unable to redeem the travel voucher by the expiration date, we are unable to reissue/extend the travel voucher.
  
  I appreciate the time that you've taken to contact us.
  
  Sincerely,
  ******* ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  Right click on the image to save it to your computer.
  
  From:************************************************************************
  *******/30/2024, 1:25 PM
  To:*******************************
  Subject:Re: Hawaiian Airlines, ************************* CN-01616988
  
  Aloha ***** *******,
  
  Hmm, all of the information was provided to you in my initial response to you this morning.
  
  Our records show that the five tickets were refunded back in 2020.  The last four digits of the card is all that we have access to.
  
  Ticket number: 1732178825968
  Processing date: April 28, 2020
  Amount: $733.30
  Back to the card ending in: 3858
  ***:  7417050120871200513615
  
  Ticket number: 1732178825969
  Processing date: April 28, 2020
  Amount: $733.30
  Back to the card ending in: 3858
  ***:  7417050120871200513623
  
  Ticket number: 1732178825970
  Processing date: April 28, 2020
  Amount: $733.30
  Back to the card ending in: 3858
  ***:  7417050120871200513631
  
  Ticket number: 1732178825971
  Processing date: April 28, 2020
  Amount: $733.30
  Back to the card ending in: 3858
  ***:  7417050120871200513649
  
  Ticket number: 1732178825973
  Processing date: April 28, 2020
  Amount: $733.30
  Back to the card ending in: 3858
  ***:  7417050120871200513656
  
  Sincerely,
  ******* ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************  
  
  From:*******************************
  Sent:12/30/2024, 11:02 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, ************************* CN-01616988
  
  Also date of said refund.
  
  From:*******************************
  Sent:12/30/2024, 11:01 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, ************************* CN-01616988
  
   
  Additionally, can you provide amount that was refunded so I can check with all financial institutions?
  On Mon, Dec 30, 2024 at 11:02?AM ***** ******* <*******************************> wrote:
  Are you able to share what card was used for this transaction? I have multiple financial institutions 
  
  On Mon, Dec 30, 2024 at 11:00?AM Hawaiian Airlines: *********************** <************************************************************************> wrote:
  Aloha ***** *******,
  
  No, I'm not sure who your financial institution is.  Please contact the credit card issuer.
  
  Sincerely,
  ******* ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************  
  
  From:*******************************
  Sent:12/30/2024, 8:52 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, ************************* CN-01616988
  
   
  Hi *******, 
  Appreciate your prompt response.
  Are you able to provide the financial institution you are referring to so that I may follow up?
  
  
  Respectfully,
  Mario 
  On Mon, Dec 30, 2024 at 9:29?AM Hawaiian Airlines: *********************** <************************************************************************> wrote:
  Aloha ***** *******,
  
  Our records show that the five tickets were refunded back in 2020.
  
  Ticket number: 1732178825968
  Processing date: April 28, 2020
  Amount: $733.30
  Back to the card ending in: 3858
  ***:  7417050120871200513615
  
  Ticket number: 1732178825969
  Processing date: April 28, 2020
  Amount: $733.30
  Back to the card ending in: 3858
  ***:  7417050120871200513623
  
  Ticket number: 1732178825970
  Processing date: April 28, 2020
  Amount: $733.30
  Back to the card ending in: 3858
  ***:  7417050120871200513631
  
  Ticket number: 1732178825971
  Processing date: April 28, 2020
  Amount: $733.30
  Back to the card ending in: 3858
  ***:  7417050120871200513649
  
  Ticket number: 1732178825973
  Processing date: April 28, 2020
  Amount: $733.30
  Back to the card ending in: 3858
  ***:  7417050120871200513656
  
  When a financial institution accepts a refund from a merchant, they provide the merchant with an Acquirer Reference Number (***) as confirmation.  I'd recommend that you speak to the department that handles credit disputes at your financial institution and provide them with the *** number so they can track the refund.  Please note that the funds are no longer with Hawaiian Airlines.
  
  Sincerely,
  ******* ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************  
  
  From:*******************************
  Sent:11/11/2024, 11:16 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, ************************* CN-01616988
  
   
  Good Afternoon,
  I have not received refund or travel voucher for Confirmation Code: FYPMMP
  ***** *******
  Ticket#: 1732178825968
  
  ***** ******
  Ticket#: 1732178825969
  
  
  ********* ******
  Ticket#: 1732178825970
  
  
  ***** ******
  Ticket#: 1732178825971
  
  ******* *******
  Ticket#: 1732178825973
  
  
  I want to rebook my trip in 2025. 
  
  
  Thank you for your prompt response. 
  On Wed, Apr 10, 2024 at 4:43?PM Hawaiian Airlines: *********************** <************************************************************************> wrote:
  Message From Consumer Affairs
  4/10/2024 - Case: CN-01616988
  
  ***** ******* - *******************************
  Re: ******/*****
         *******/*****
  
  Aloha ***** *******,
  
  Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.
  
  In accordance with our Covid-19 travel waiver, for guests who were unable to travel as scheduled, the unused value of their ticket could've been applied as a travel credit toward the purchase of a new ticket.  While there were no change fees, any applicable fare difference would've been collected for the new flight.  New travel would've needed to be reissued no later than December 31, 2022.  Unfortunately, your ticket numbers 173-2178886035 (XHCRRC) and 173-2178885805 (RGRCDS) have expired for use and are non-refundable.
  
  Having said that, after reviewing your case and considering the circumstances, we'll be issuing each guest a travel voucher for the value of their expired ticket.  For ***** C, it'll be $793, and for ***** M, it'll be $738.  Please note that the Travel Voucher 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.
   
  A Travel Voucher is valid for one-year from the date of issuance (unless stated otherwise), non-transferable, has no cash value, and entitles the passenger named on the Voucher to a credit for the amount of the Voucher towards the purchase of any available Hawaiian Airlines published or web fares on ******************************, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.
   
  Please know that your travel vouchers are valid for one year from the date of issuance, and you'll be able to book travel for as far as 330 days in advance.  As a friendly reminder, if you are unable to redeem the travel voucher by the expiration date, we are unable to reissue/extend the travel voucher.
  
  
  
  
  
  
  I appreciate the time that you've taken to contact us.
  
  Sincerely,
  ******* ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
  
  From:************************************************
  Sent:3/8/2024 2:51 PM
  To:************************************************************************
  Subject:[NON-HA] Hawaiian Airlines CAO - Case No.: CN-02025781
  
  
  
  Thank you for the response. However, there are 2 other confirmation codes.
  XHCRRC and RGRCDS along with the FYPMMP.
  Your rep ***** agent 0478JR stated refund is coming for only the FYPMMP and
  it takes 7 business days to 30 days.
  
  Please let me know if these will be together or separate.
  
  Respectfully,
  
  *****
  
  From:************************************************************************
  Sent:4/30/2020 5:39 AM
  To:*******************************
  CC:*****************************************************************************************
  ******************************, ************************* CN-01616988
  
  Message From Consumer Affairs
  4/30/2020 - Case: CN-01616988
  
  ***** ******* - *******************************
  
  
  Aloha ***** *******,
  
  
  Mahalo for reaching out to us.  Weve been overwhelmed with call volume and email inquiries as the impact of the COVID-19 pandemic has been felt in the industry and in all of the communities we serve.  We truly appreciate your patience and understanding while we work through processing all of our requests.
  
  As you requested, we are refunding your ticket under FYPMMP to the original card used for payment.  We will make every effort to process refunds within 7 days. However, due to extremely high volume, please allow up to 30 business days. 
  
  Thank you for choosing Hawaiian Airlines.  We look forward to welcoming you on-board our flights in the future.
  
  Sincerely,
  Hawaiian Airlines, ***********************
  

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23010946
  
  I am rejecting this response because:

  I purchased all of my tickets together; however, I was only refunded for some of them, not all. This is unacceptable. As a consumer, it is not my fault that we were affected by a pandemic, and regardless of the travel guidelines in place, customers should not have to bear the financial burden of such unprecedented circumstances.
  
  Setting a specific date to use travel credits, especially after a global epidemic, is entirely unrealistic. Furthermore, my son, who was supposed to travel with us five years ago, no longer resides in the ************* making it impossible for him to use the credit. I have repeatedly requested that the full amount either be refunded to my original payment method or be issued as travel credit that can be used by myself or another family member. However, the airline has refused to accommodate this reasonable request and continues to deny my rightful refund.
  
  It is absurd that the airline claims there is no value to these tickets when I paid full price for them. I should not have to pay additional fees just to recover my own moneythis was a purchase, not a gift. I demand that this issue be resolved immediately, with either a full refund or transferable credit that can be used by someone in my family.
  
  I expect a prompt response and a fair resolution. Please escalate this matter if necessary.
  
  

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

• Initial Complaint

  Date:03/01/2025

  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'd like to ask Hawaiian airline to refund the credit value or at least extend my credit expiration date due to unreasonable restrictions for credit usage, and the company did not provide full and clear information through each communication with them. 1. I asked for ticket change 2024 Mar 14, and the agent told me the refund can only be in credits, not directly back to credit card. The agent did not tell me the restriction for using credits (can't be used to book flights for my family, can only use the credit in one transactions, can't book co-share flight, etc.) which I later found out through multiple conversation with the different agents.Confirmation: 6F658G Ticket number(s): 173-2305932635 Credit value: $534.4 2. I tried to book three between-island flights using my credit on 2024 Apr 7. And I was then told I can not use the credits to buy tickets for my family. I can't even use it for my own tickets as I can only use the credit in one transaction. If the ticket I book was less then $534.4, the remain value can't be use anymore. (In my case, if I had booked the ticket for $200+ for between island flight, the remaining $300+ credit would be voided. I can't use it in the next trip). Because of the restrictions mentioned, I booked the flights using my money in the end. 3. I tried to book ticket again 2025 Feb 28. I looked up the flight from Hawaiian airline website, then called the customer service line. Then I was told my credit can't use to book for co-share flight. However, co-share flights are shown in Hawaiian airline website, and no one ever told me I can't book a co-share flight until yesterday. 4. The agent said I can submit a request online to extend credit expiration date. I submitted the ticket yesterday, and got rejection email today. Therefore submitting this complaint to get my money back (or at least extend the credit expiration date). The overall credit booking experience with Hawaiian airline is terrible.

  Business Response

  Date: 03/10/2025

  From: Hawaiian Airlines: *********************** (****************************************************************************************************
  To: *******************************************
  Subject: Hawaiian Airlines, *********************** - CN-02104601
  Date: 3/10/2025 4:04 PM
  Body:
  Message From Consumer Affairs
  3/10/2025 - Case: CN-02104601
  
  *** ** ** - *******************************************
  
  Confirmation Code: 6F658G
  *** ** **
  
  Aloha *** ** **,
  Our office has received your complaint to the Better Business Bureau (BBB) for a response. Although your ticket purchased under confirmation code 6F658G is non-refundable, as a one-time courtesy, we are exchanging your ticket and issuing you a $535.00 Travel Voucher, good for future travel on Hawaiian Airlines. This amount represents the total value of the ticket which is $534.40.
  Please note that the Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 7 - 10 business days. We recommend that you add ************************************************* to your accepted email recipient list so the email is not misdirected to your spam folder.
  The Travel Voucher is valid for one-year from the date of issuance (unless stated otherwise), non-transferable, has no cash value, and entitles the passenger named on the Voucher to a credit for the amount of the Voucher towards the purchase of any available Hawaiian Airlines published or web fares (on ******************************, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.
  Please understand that the issued Travel Vouchers for non-refundable tickets is outside of our normal guidelines. Issued Travel Vouchers must be redeemed by the expiration date and will not be re-issued.
  Thank you for choosing Hawaiian Airlines. We look forward to welcoming you onboard a future Hawaiian Airlines flight.
  
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  

• Initial Complaint

  Date:02/28/2025

  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.

  We had a flight with Hawaiian Air out of LAX (***********). We paid for a hotel for the night there. The flight got canceled and on a call with Hawaiian Air, they said they would get us on a new flight AND refund our tickets. Because of this, we paid for a very expensive **** down to SAN (*****************) to catch the rescheduled flight. Since we knew we were getting a refund, we could afford the ****.We never received that refund, however, just a refund for our baggage that we still had to pay for on the rescheduled flight (so not really a refund at all). and for our upgraded seats (which we didn't get on the rescheduled flight).When trying to contact them, they would take many days to respond and never acknowledged the fact that they told us on the phone we'd get a full refund. They kept brushing off the messages and never issued any help - so now I'm here issuing a formal complaint. I was told I'd get a full refund (they can check the recordings!) and that money is important to me and my family. This isn't even counting what I paid for the hotel and the **** to **********I paid $1,521.60 for the tickets, +$420 for baggage and was treated terribly the whole process with them and it was a big stain on our vacation. The **** to ********* was another $300 or so.I also see now they have an F with the BBB. I am not surprised

  Business Response

  Date: 03/03/2025

  Message From Consumer Affairs
  3/3/2025 - Case: CN-02099163
  
  ***** ****** - ***************************
  Re: ******/HIRO
         ******/*****
         ******/********
         ******/RINOA
  
  Aloha ***** ******,
  
  Mahalo for your patience as you were awaiting our response.  ********** acknowledges receipt of the complaint that you filed with the Better Business Bureau (BBB).
  
  
  I'm sorry to learn that your flight (HA63) on January ******* was canceled due to the inclement weather that was affecting the state of *******  I sincerely apologize for the way things were handled, and for any inconvenience and/or frustration caused to you. We realize that there is always room for improvement with regards to the service we provide during irregular operations.  Please know that I have shared your feedback with our leadership team for their internal review.

  
  We do see that your baggage fees collected for the canceled HA63 flight were refunded.  Please see below.
  Ticket number: 1734208925315
  Payment date: February 1, 2025
  Amount: $40
  Back to the card ending in: 2567
  ARN:  74717055032870324245381
  
  Ticket number: 1734208925316
  Payment date: February 1, 2025
  Amount: $40
  Back to the card ending in: 2567
  ARN: 74717055032870324245399  
  
  Ticket number: 1734208925317
  Payment date: February 1, 2025
  Amount: $40
  Back to the card ending in: 2567
  ARN: 74717055032870324245407      
  
  In the event of a Force Majeure Event (such as meteorological or geological conditions), we may cancel, terminate, divert, postpone, or delay any flight, right of carriage, or reservations (whether or not confirmed)without prior notice and determine if any departure or landing should be made without liability to Hawaiian Airlines. Since the cause of the flight disruption was out of our control, we are unable to provide compensation for expenses incurred.
  

  We've reviewed the call associated with the rebooking.  When a flight is canceled, we will make a reasonable effort to rebook you on other flights.  The agent that assisted you initially advised that there were no available flights on February 1, 2025 between your ticketed city pairs.  After checking the availability again,the agent advised that, if you were willing to change the departure city, a departure out of ********* for January 31, 2025 was available departing ********* at 10:48 am PST.  I understand that you eventually agreed to the offered flights. While the agent was rebooking the flights, the agent advised that you needed to contact Alaska Airlines for seat assignments as they were the operating carrier for the San Diego flight. The agent also advised that she would process a refund of the Preferred Seat fees ($63 x 2) that were collected for the canceled flight.  Our records show that both fees were refunded. 

  
  After reviewing the nearly 35-minute call, we dont see that an offer was made regarding reimbursement of incidentals.  Nevertheless, I realize that this experience was stressful and disappointing.  In recognition of this, as a gesture of goodwill, well be issuing each guest a $100 travel voucher thats good toward a future ticket purchase with Hawaiian Airlines.  Please note that the Travel Voucher 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.

  
  A Travel Voucher is valid for one-year from the date of issuance (unless stated otherwise), non-transferable,has no cash value, and entitles the passenger named on the Voucher to a credit for the amount of the Voucher towards the purchase of any available Hawaiian Airlines published or web fares on ******************************, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.

  
  I appreciate the time that you've taken to contact us. We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ******* ***
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

  
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23001502
  
  I am rejecting this response because:

  I would like to get a copy of the recording where it says we were not offered a full refund. I believe they reviewed it - but I would like to hear the conversation myself to understand how I could have left the conversation expecting to get a full refund, but be told that did not happen.
  
  The vouchers are not satisfactory, we aren't going to be flying to ****** any time in the next year, so offering me $100 towards that (when I'm not going to use it and would have to give them a bunch more business to do it anyway) isn't really helpful at all.

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

  Customer Answer

  Date: 03/19/2025

  Hello, I responded to this (or thought I did) and am not seeing my response.

   

  I asked for a copy of the recording that they listened to where they said they did not say they would refund our tickets. I am not satisfied with this answer. A $100 certificate to use within a year is equivalent to nothing - I'm not going to ****** in the next year. I thought I had responded with all this already.

   

  I do not accept the $100 certificate. I would like a copy of the recording or better compensation. Thank you

• Initial Complaint

  Date:02/27/2025

  Type:Billing 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 erroneously made a flight reservation in December 2024 and cancelled it within a few minutes. I have the chat message with the HAL CR confirming cancellation and that my credit card would be credited. I have emails from ************ Service confirming that they processed the credit and it's an issue with the credit card company,*********. **************** says they have not received the request. This has been going on for over a month and neither company will take responsibility and credit my account. See supporting documentation.

  Business Response

  Date: 03/20/2025

  From: Hawaiian Airlines: ***********************
  To: **************************
  Subject: RE: Hawaiian Airlines, *********************** - DOT ESID ****** *** J *** TU2025021985 BBB #********- CN-02103160
  Date: 3/20/2025 12:30 PM
  Body:
  DOT ESID ****** *** J *** TU2025021985
  BBB #********
  
   Aloha *** ***,
  
  Mahalo for being a Pualani Elite member!
  
  Mahalo for you patience and we further investigated your concern. Upon review, we see you contacted us on January 18, 2025 regarding your reservation under confirmation code 5BDR4W  that was purchased on December 17, 2024 and you subsequently cancelled on the same day. We see you created a Voice a Concern form on January 18, 2025 and a Reservation agent responded to you on the same day and advised you the ticket was subsequently voided on December 17, 2024 and the authorization should have been released and the timeline for the refunded amount to be credited back to the original form of payment may take time dependent on your card issuer. You may check your account periodically to see the updates.
  We apologize your concern was not fully addressed by the Reservations agent.. Providing exceptional customer service is one of our top priorities, and your experience does not reflect the standards we strive to maintain. Mahalo for bringing this to our attention as this is worrisome. Your valuable feedback has been shared with our ********************************* team for their internal review and coaching opportunities. 
   
  Our ********************* shared since your tickets were cancelled within 24 hours of booking your tickets were voided and the charge was released on the same day, we truly apologize the Extra Comfort seat fees for you and ****** ***** were not refunded. Our ********************* also shared you issued a chargeback for each of your Extra Comfort seat fees. We see both of you had a $287 Extra Comfort seat fee, a $276 Extra Comfort seat fee and a $29 Extra Comfort seat fee.  Our ********************* advised they have issued a refund for each Extra Comfort seat fee to card ending in 4879. Please note Hawaiian Airlines is obligated to process all refunds to the original credit card that was used for the transaction.
  
  We truly apologize for the delay and hope you will allow us the opportunity to provide you a more seamless experience on your future travels.
  
  Mahalo,
  ********
  

  
  Sent:3/19/2025, 12:36 PM
  To:**************************
  Subject:Hawaiian Airlines, *********************** - DOT ESID ****** *** J *** TU2025021985- CN-02103160
   Message From Consumer Affairs
  3/19/2025 - Case: CN-02103160
  DOT ESID ****** *** J *** TU2025021985
  BBB #********
  RE: Confirmation Code 5BDR4W
  *** *** - **************************
  
  
  Aloha *** ***,
  
  This is to acknowledge that our *********************** received a communication from the ******************************* regarding your concern on February 20, 2025 and from the Better Business Bureau on February 27, 2025. We also see you contacted us on January 18, 2025 and we see a Reservation agent responded to you on the same day. We truly apologize for the delay and are currently awaiting further information to fully investigate your concern and will be in contact shortly. Mahalo for your patience and understanding.
  
  Mahalo,
  ******** ********* ***
  Senior Resolution Coordinator
  ***********************

  
  

  Customer Answer

  Date: 03/20/2025

   
  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.

  It took 3 months for this matter to be resolved.   During that period, Hawaiian Airlines put the blame on their credit card partner, *********; and ********* did likewise.    It helped me make a decision - 1, stop relying on Hawaiian Airlines as my airline of choice; and 2, cancel the ********* credit card.   

  As a business owner, if I provided this level of service, I would not have a viable business.    As an individual, I am thankful that I was not relying on the amount of this transaction for food, housing, gas, etc.    I wonder how someone who doesn't keep all of their documentation would have been able to navigate this process and obtained a positive result.

  Thank you BBB - your assistance was helpful; your website works and I appreciate the ongoing  communication.   I would give you 5 stars.
  
  Sincerely,
  
  *** ***

• Initial Complaint

  Date:02/26/2025

  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.

  My flight from **** out of ************* to ******* on Feb. 10, 2025 was cancelled about 1 hour after we were scheduled to board, and I was told that my hotel stay and other incurred expenses would be reimbursed by Hawaiian Airlines (who I booked directly with). During the time after being told the flight was cancelled and before leaving the airport, I asked several gate agents, help counter staff, and their customer service phone line representatives for more details such as reimbursement maximums, etc., I was not given any kind of information about a maximum reimbursement amount. We were just told that we needed to save our receipts and we would be reimbursed. I chose the hotel that was the cheapest and closest option to the ************* as well as the cheapest car rental that I could find at the time because we were not able to get transport to the hotel.I made sure to put in my claim the following day on Feb. 11, 2025 per their instructions. After following up several times, I heard back today, Feb. 25, 2025 and was told they wouldn't cover the full amount, although it appears that according to the *** policy and the Hawaiian Airlines **************** policies linked below, they have agreed to do so in this situation.******************************************************************************* ********************************************************************* After explaining this to them, they have decided to close my case, so I'm forced to try to file a complaint here.

  Business Response

  Date: 02/26/2025

  Message From Consumer Affairs
  2/26/2025 - Case: CN-02100538
  
  ******** ****** - *****************************
  
  Aloha Ms. ****************** Hawaiian Airlines *********************** has received your inquiry from the Better Business Bureau (BBB), please see our response to you that you have declined the maximum amounts that will be refunded by Hawaiian Airlines.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************
  Hawaiian Airlines
  
  
  From:*****************************
  Sent:2/25/2025, 6:53 PM
  To:************************************************************************
  Subject:Re: Re: [NON-HA] Re: Hawaiian Airlines, *********************** - CN-02100538
  
  *****, 
  
  
  That's really disappointing to hear, I was hoping that Hawaiian Airlines would commit to what your agents instructed us to do. I'll be filing a complaint with the *** and looking into other legal options such as small claims court. 
  On Tue, Feb 25, 2025 at 3:00?PM Hawaiian Airlines: *********************** <************************************************************************> wrote:
  Message From Consumer Affairs
  2/25/2025 - Case: CN-02100538
  
  ******** ****** - *****************************
  
  Aloha Ms. ****************** information you have provided is for a delayed flight.  Your flight was canceled, and per the ***, a consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or canceled flight is not entitled to a refund of the incidental costs.
  
  The manager on duty has reviewed your case again, and since you do not agree with the maximum amount of Hawaiian Airlines with a refund for expenses incurred, we cannot continue with your case.
  
  Sincerely,
  ***** ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
  From:*****************************
  Sent:2/25/2025, 11:25 AM
  To:************************************************************************
  Subject:Re: [NON-HA] Re: Hawaiian Airlines, *********************** - CN-02100538
  
  I totally get things come up, but it is reasonable to get the reimbursement for what I was told I would. I did do my own due diligence when trying to book these necessary expenses to ensure I didn't go over a max allowance or incur unreasonable expenses, however I was not provided any specific details on reimbursement, only that I would be reimbursed. I kept all of my expenses as low as I could.
  
  
  Here are a few other things I found that might help your manager review my case:
  
  
  According to the *** Cancellation and Delay dashboard, Hawaiian Airlines has made a commitment to provide complimentary hotel accommodations for any passenger affected by an overnight cancellation and complimentary ground transportation to and from hotel for any passenger affected by an overnight cancellation.
  
  
  The Hawaiian Airlines policy also states that for overnight cancellations I would be reimbursed for reasonable expenses as long as I provide receipts:
  If, due to circumstances within our control, your flight is delayed by three hours or more, or canceled such that you must wait three hours or more for a new flight, you can ask us and we will provide your choice of one of the following as compensation*:
  [...]
  Additionally, if we do not accommodate you on another flight within three hours or for delays more than three hours caused by Hawaiian Airlines, we will provide you with a meal voucher to use at the airport. If we cause a cancellation or flight delay more than three hours in the overnight hours (10:00 p.m. 6:00 a.m.) and you do not reside in the departure city, we will provide complimentary hotel accommodations and transportation to and from the hotel. If we are unable to secure hotel and/or transportation accommodations for you, we will reimburse you for reasonable expenses if you provide us with copies of your receipts.
  
  
  On Tue, Feb 25, 2025 at 10:08?AM Hawaiian Airlines: *********************** <************************************************************************> wrote:
  Message From Consumer Affairs
  2/25/2025 - Case: CN-02100538
  
  ******** ****** - *****************************
  
  Aloha Ms. ******************** you for your email.  We are sorry that you're displeased with the reimbursement amounts.  Your case has been reviewed by the manager on duty, and the amounts for the reimbursements are correct.
  
  Please click on the *** policy; a consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or canceled flight is not entitled to a refund of the incidental expenses.
  
  Sincerely,
  ***** ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
  
  From:*****************************
  Sent:2/25/2025, 7:40 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, *********************** - CN-02100538
  
  Hi *****, 
  
  
  Thank you for getting back to me! I am hoping you could review my case again and provide the full amount of compensation for the hotel and car. We asked both the Hawaiian Airlines staff of our flight and customer service what the limits would be for the hotel and were not told about any maximum limits. We were just told that we could just book any hotel and be reimbursed because their partner hotels had no vacancies. I chose the cheapest and closest option to the ************* as well as the cheapest car rental that I could find at the time because we were not able to get transport to the hotel. 
  
  
  I appreciate your help in looking into this!
  
  
  
  
  On Mon, Feb 24, 2025 at 2:16?PM Hawaiian Airlines: *********************** <************************************************************************> wrote:
  Message From Consumer Affairs
  2/24/2025 - Case: CN-02100538
  
  ******** ****** - *****************************
  
  Aloha Ms. ******************** you for contacting the Hawaiian Airlines ***********************.  We are sorry for the poor experience you encountered with our flight disruption.
  
  Our flight report for flight HA68 on February 10, 2025, from ***** to *******, shows our flight was canceled due to maintenance.  This isn't an ideal situation for our guests and we do not wish to inconvenience them when traveling; however, we assure you that the safety of our guests and crew is our number one priority.
  
  When cancellations arise, we will assist with re-accommodate passengers on the next available flight, if seats are available; or offer a refund of the ticket if the re-accommodate options are not amenable.  We see your ticket was exchanged for the next day on flight HA68, February 11, 2025, from ***** to ********
  
  We don't provide compensation for incidental expenses including (but not limited to) loss of wages/income/salary/profits, the purchase of new tickets, unused hotel accommodation, unused ground transportation, missed scheduled events, and similar damages.  This is also consistent with the Department of Transportation's (***) policy; a consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or canceled flight is not entitled to a refund of the incidental expenses.  However, after reviewing your case and considering the circumstances, we'd like to reimburse our maximum for meals of $60.00 per person ($15/breakfast, $20/lunch, and $25/dinner), maximum ground transportation of $60.00, and maximum for the hotel at $250.00 for a total refund amount of $370.00.
  
  However, we must follow our ****************** reimbursement procedures for expenses.  Please reply to this email with the completed bank information below OR if you prefer a check, please provide your current address.
  
  Account Beneficiary Name:
  Beneficiary Address:
  Beneficiary Email Address:
  Bank Name:
  **** Number:
  Bank Account Number:
  
  *Please note: *** numbers for deposits may differ from *** numbers for wire transfers. Please verify with your bank the *** number specifically required for ACH deposits.  Please ensure that the information is correct, or it may cause delays in your refund.
  
  We look forward to hearing from you soon.
  
  Sincerely,
  ***** ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22993370
  
  I am rejecting this response because: I have not outright rejected the compensation. I will only accept the full amount that I should be reimbursed, which needs to at minimum be the cost of the hotel room and rental car. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:02/25/2025

  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.

  No compensation for two cancelled and delayed flights. No response to three emails and a letter sent by postal mail Feb 11. Would like compensation in the form of refunds and miles credits (not vouchers).I am requesting compensation for our two first class tickets on two flights that Hawaiian Airlines cancelled. The confirmation code was 5TWSHN, ticket numbers ************* and 1732308549956.Flight HA29 on Jan 22 was delayed two hours then cancelled due to failure to acquire a part for a maintenance issue. Flight HA30 on Jan 30 was delayed four hours even though the crew and airplane were available due to management problems coordinating getting our airplane to our gate, then Hawaiian eventually cancelled the flight due to an expired crew.We received no compensation for the delays and cancellation. The attached copy of my Feb 11 letter sent by postal mail, which received no response, details the cancellation problems, delays, and requested compensation.

  Business Response

  Date: 02/26/2025

  Mahalo for your patience as you were awaiting our response.  ********** acknowledges the complaint that you filed with the Better Business Bureau (BBB).

  HA29

   Im sorry to learn that your flight (HA29) on January 22, 2025 was canceled due to a maintenance issue with the aircraft that was scheduled to operate your flight.  I realize that this wasnt an ideal experience, and I certainly apologize for the inconvenience.

  When a flight is canceled, we will make every reasonable effort to rebook you on another flight to your final destination (that's noted on your ticket with us), in the same class of service (First Class), at no additional cost to you.  If we're unable to transport you on a Hawaiian Airlines flight, in our sole discretion, we may arrange for you to travel on another carrier at no additional cost to you. Your ticket with us was used to secure transportation on *************** in their First Class.  
  
  While we're unable to issue a refund for this portion of your ticket as your ticket was used for travel, I realize that this experience was stressful and disappointing.  In recognition of this, as a gesture of goodwill, each guest was issued a $100 travel voucher that's good toward a future ticket purchase with Hawaiian Airlines.  Kindly note that we have internal guidelines in place that determine how we compensate our guests.  The issued travel vouchers are consistent with our guidelines.
   
  HA30

   I sincerely apologize for the way things were handled, and for any inconvenience and/or frustration caused to you on January 30, 2025.  I understand that your flight from ******* to ******* was canceled due to the inclement weather affecting the state of *******

  Multiple ground stops were issued as the intense weather system stalled over ***** This caused 22 diversions that resulted in several crew timeouts, leaving many of our guests without a means to get to their destination, primarily ********* While we prepared for this storm,its very difficult to manage through full operational stops of these extended durations.  The weather conditions over the airport in ******** were some of the worst weve seen in a while and, contrary to the forecast, the storm lingered over that part of Oahu for hours longer than expected. This was an unfortunate situation that challenged our operational recovery, and I know we let you down. We realize that there is always room for improvement with regards to the service we provide during irregular operations.  Please know that I have shared your feedback with our leadership team for their internal review.

  Our records show that the HA30 portion of your tickets were refunded; the refunds were processed on our end on February 6, 2025 to the card used for purchase.
  
  I appreciate the time that you've taken to contact us.  We realize that you have choices when you travel, and we thank you for choosing Hawaiian Airlines.

   

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

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22987777
  
  I am rejecting this response because:
  Completely unsatisfactory response that ignores my letter, makes false claims about HA30 (the crew and airplane were available in OGG and not impacted by the weather on Oahu, the problem was that ************** could not get the plane sitting on the tarmac to the gate in four hours, then the crew expired), and offers no compensation (beyond a $100 voucher that I do not want on nearly $6000 worth of tickets). This is worse than if they had not responded. They made no attempt at all to compensate for the problems they caused nor to maintain a loyal customer. I am completely unsatisfied and frankly flabbergasted at Hawaiian Airlines treating us in this way.

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

• Initial Complaint

  Date:02/24/2025

  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 April 9th, 2024, I booked one ticket to fly from ************************* in ************* round trip (leaving 6/29/24 and returning 7/8/24) on Hawaiian Airlines (booking ref 6RAUZD, ticket # 173 **********) at a cost of $1381.89 with the understanding (based on their website) that I could cancel the ticket and use the credits on a partner airline (*******) later in the year if I was not able to go. Unfortunately, I did have to cancel and when I asked about how to use the credits, I was told that the best they could offer was a travel voucher that could only be used as part of a trip that includes a Hawaiian Airlines flight. This is not what I expected. Please give us credits that we can use on ******* or issue a refund.

  Business Response

  Date: 02/26/2025

  Message From Consumer Affairs
  2/26/2025 - Case: CN-02103768
  
  ******* ******* - *******************************
  
  Confirmation Code: 6RAUZD
  Ticket #*************
  
  Aloha ******* *******,
  
  The complaint that you submitted to the Hawaii Better Business Bureau was forwarded to us for review and to provide a response.  We're sorry for the delay in sending our response and truly appreciate your patience while awaiting our reply.
  
  We were able to locate the details of your ticket listed above in our reservations system.  We're sorry to hear about the misunderstanding you had with the terms and conditions related to rebooking tickets that had not been used for travel. 
  
  Please note the ticket under confirmation code 6RAUZD was purchased as a nonrefundable fare.  However, as a one-time only courtesy based on our review of your case, we will be refunding the ticket back to the credit card used for payment ending in 0415.  Well make every effort to process the refund within seven business days.  However, please allow up to 30 business days due to an extremely high volume of requests.  The transaction will be reflected on the cards next credit statement or the one thereafter, depending on the billing cycle.
  
  We appreciate having the opportunity to respond to your concern.  We also sincerely thank you for booking travel with Hawaiian Airlines and look forward to serving you on an upcoming flight when your plans allow.
  
  Mahalo, ****
  
  **** ******
  Resolution Coordinator
  Consumer Affairs
  Hawaiian Airlines

• Initial Complaint

  Date:02/21/2025

  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 writing to formally express my concern regarding an issue that occurred during my minor childrens flight from ******** (HNL) to ******* (***) on January 17, 2025. My children were traveling with one checked bag and two carry-on items. Prior to their flight, I personally measured and ensured that their carry-on bags complied with Hawaiian Airlines size and weight guidelines.However, at check-in, the agent at the desk informed them that their carry-on bags did not meet the size limits and required them to check all of the bags for an additional fee. As minors traveling without a parent, they were placed in a difficult situation and were led to believe they had no choice but to comply. Given that the bags were within the allowable dimensions, this feels like an unfair and unnecessary charge.I am deeply disappointed that my children were placed in this situation. It is concerning that minors, who may not feel empowered to challenge authority figures, were pressured into paying a fee that should not have been required. I kindly request a review of this matter, including a refund of the improper baggage fee, and assurance that policies are being upheld consistently and fairly for all passengersespecially those traveling alone.

  Business Response

  Date: 02/26/2025

  From: Hawaiian Airlines: *********************** (****************************************************************************************************
  To: *******************************
  Subject: Hawaiian Airlines, *********************** - CN-02103763
  Date: 2/26/2025 5:33 PM
  Body:
  Message From Consumer Affairs
  2/26/2025 - Case: CN-02103763
  
  ****** ****** - *******************************
  
  Confirmation Code: 5TLGQV
  ****** *****, ****** *****
  
  Aloha ****** ******,
  
  Our office has received your complaint to the Better Business Bureau (BBB) for a response. We are truly sorry to learn about the unpleasant experience you had with our airline. We are sorry to hear about the service and Milana and ****** received during their check in process. Providing exceptional customer service is one of our top priorities, and your experience does not reflect the standards we strive to maintain. Rest assured that your valuable experience will be shared with our *********************** as we continuously work to identify areas for improvement and enhance the quality of our services.
  
  We have reviewed the information provided and kindly note that each ticketed guest is permitted one carry-on bag and one personal item. A personal item is a laptop bag, briefcase, purse, or backpack that can fit under the seat in front of you. All carry-on items must meet the following size and weight requirements - 22 inches x 14 inches x 9 inches, 25 lbs. (11 kg.). We sincerely apologize for any inconveniences. 
  
  We have authorized a refund of your ****** and Milana's baggage fees charged. We are pleased to inform you that a refund of $85.00 will be credited back to the card ending in ****, which was used for payment. The refund will be processed within the next 7 business days. Please accept our sincere apology for the inconvenience that may have been caused. We hope to have the opportunity to restore your faith in our services and provide you with a more positive experience. Until then we extend to you all our warmest Aloha and Mahalo.
  
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  

  Customer Answer

  Date: 02/27/2025

   
  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:02/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my mother booked on a flight with myself on Hawaiian Airlines. She suffered a medical emergency and is unable to travel. I contacted the airline requesting a refund due the circumstances, which was denied. I found this to be unreasonable. A credit was offered to her only, I explained she is 83 years old and will be unable to travel in the future. Additionally the ticket purchase was done onmy personal credit card.

  Business Response

  Date: 04/17/2025

  Message From Consumer Affairs
  2/25/2025 - Case: CN-02103754
  
  ******* ******** - *****************************
  RE: Confirmation code 6FT8K4 (*******/*********)
  
  
  Aloha ******* ********,
  
  This is to acknowledge that your complaint to the Better Business Bureau (BBB) was received by our office. 
  
  Upon review, we confirm that a refund for the ticket and seat fee under confirmation code 6FT8K4 was processed on February 21, 2025, to the original card used for payment ending in 3224. If these refund transactions have not yet posted, please allow a few more days for your financial institution to complete the process. 
  
  We hope your mother is feeling better and send our best wishes to both you. Thank you for allowing us the opportunity to assist you. 
  
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