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:02/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2 issues. First off, their app never works. So if you're trying to change your flight, the app shows you what it takes, then it won't go through. So if you're en route to the airport, and you try to have them honor what the app says there, they ***** you with the price increase. The price literally changes in front of your eyes much to the disbelief of the customers but the agent says that this always happens and the app never works. Second, I have unsubscribed from their emails at least a dozen times and I keep getting them. I think both of these things are illegal, no?

  Business Response

  Date: 02/25/2025

  Message From Consumer Affairs
  2/25/2025 - Case: CN-02103752
  
  ******* **** - ***************************
  
  Aloha Ms. ****************** you for reaching out. We sincerely apologize for the difficulties youve experienced with our mobile app and for the frustration caused by the ongoing email communications.
  
  As we transition through our merger with Alaska Airlines, our systems are continually changing, which may cause occasional errors or fluctuations in the app. We understand how frustrating this can be, especially when trying to make changes to your flight. If you need to make a modification, we recommend calling our *********************** at ************** or arriving at the airport at least two hours before your scheduled departure to speak with an agent.
  
  Regarding the unwanted emails, we regret that you have continued to receive them despite your attempts to unsubscribe. We will be contacting our departments to ensure you are removed from our email system.
  
  We truly appreciate your patience and understanding during this transition and apologize for any inconvenience this has caused.
  
  Sincerely,
  ***** ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 03/12/2025

  Hello *******, 
  
  Sorry for my delay in response. I did hear from Hawaiian Airlines and that's the same thing they told me over the phone. There is no there there. I am still getting marketing emails from them at ****************** even though I systematically unsubscribe. And I think hiding behind a tech snafu with their app that benefits them financially is not great business. Showing up at the airport early is exactly what I did...as they say to do. 
  
  I hope they get enough complaints that they have to change. I'm sure I'm not the only one to have this experience, especially since the people working the desk confirmed this. 
  

  Business Response

  Date: 04/17/2025

  Message From Consumer Affairs
  4/17/2025 - Case: CN-02103752
  
  ******* **** - ***************************
  
  Aloha Ms. **************** Hawaiian Airlines *********************** has received your Better Business Bureau (BBB) inquiry regarding that you are still receiving emails from Hawaiian Airlines.
  
  We show that your email was removed from the appropriate department databases.  We would need your assistance, and forward the email that you are still receiving for our review, to correct this matter.  Please email it to ************************************************************************ and on the Subject line, just put CN-02103752.  Once we receive this information, we will be able to locate the discrepancy from our system and make corrections.
  
  Sincerely,
  ***********************
  Hawaiian Airlines

• Initial Complaint

  Date:02/19/2025

  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.

  Tickets were purchased on 10/17/24 to fly from ********, ** to ********, **. Unfortunately, the second passenger could not attend. Her flight was refunded via flight credits for a total of $336.40. On 2/18/25, multiple attempts were made to purchase a flight from ********, ** to *********, **, via telephone with a sales representative from Hawaiian Airlines. However, sales representatives stated the flight credits couldnt not be used on their advertised flight due to it being an Alaskan Airline flight. Representatives stated, when the Alaskan and Hawaiian Airline merger is complete it will be honored. Representatives stated despite advertising the flight to and from ********* on their website, we cannot purchase the flight with flight credits. Travel vouchers terms and conditions state vouchers can be redeemed to purchase any advertised flight on their website.

  Business Response

  Date: 02/21/2025

  Aloha ***** ******,
  
  Thank you for taking the time to contact us.
   
  Were sorry to learn that your travel companion, ****** ******, was unable to join you for travels on your recent round trip from ************ to ********, from February *****, 2025. It is our hope that all of our guests enjoy their time and services provided by Hawaiian Airlines, and we regret to hear the challenges youve faced while trying to rebook Jordans ticket.
   
  Wed like to assure you that Hawaiian Airlines is committed to providing you with the Malama (care) that our guests deserve and that we strive for. After reviewing your case, our records indicate that ****** ****** purchased a non-refundable ticket for their round trip from ************ to ********, from February *****, 2025. We would like to clarify that ****** ****** was not issued a Travel Voucher for their unused ticket, however, ****** ****** ticket (*************) will remain valid for rebooking and travel must be completed by October 17, 2025. For more information, please refer to our Fare Rules Terms and Conditions.
   
  Although we are unable to process your refund request at this time, we understand that situations may arise. If ****** ****** was unable to join us for their scheduled travels, , please complete the Hawaiian Airlines Medical Waiver Form, or submit a doctors note.
   
  Please attach the documents to your reply email, or mail it to the address below:
   
  Hawaiian Airlines
  ***********************
  P.O. Box 30008
  ********, HI 96820
   
  Once we receive these documents, we will review your request and provide our decision.
   
  Thank you for choosing Hawaiian Airlines, we look forward to receiving your response.
  
  Sincerely,
  ****** *********
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 02/23/2025

   
  Complaint: 22964466
  
  I am rejecting this response because: it does not address my original complaint of being able to rebook using the credits to a different destination. Traveling to Hawaii multiple times in the span of 7 months (when travel credits expire) is an unrealistic ask. In addition, these business practices appear predatory. If the cheapest ticket option was purchased, what makes you think a second round of accommodations can afford to be made?

  In the response given, Hawaiian airlines recognizes situations may arise; however, they do not incorporate conducive practices to address their aforementioned beliefs. An only acceptable form for situations arising is via medical crisis. 

  If Hawaiian airlines focused their attention to customer service and best practices (not ripping people off) maybe their overall financial situation would be better. A merger was recently completed with Alaskan airlines, according to the customer service representatives, they cannot apply any travel credits to the flights they advertised due to it being an Alaskan airlines flight.. until the merger is completed. The merger was completed in September of 2024. Any truth in this statement would mean Hawaiian airlines customer service representatives are either poorly trained or dishonest. Either way, money was paid and services were not rendered. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/27/2025

  Aloha ***** ******,
  
  Weve received your follow up with the Better Business Bureau,and we appreciate your feedback. We would like to assure you that Hawaiian Airlines is committed to addressing your concerns with the Aloha (care)that our guests deserve and that we strive for.
  
  After a secondary review of your case, our records indicate that a refund of ****** ****** ticket was processed on February 25, 2025. You may need to allow your financial institution additional time to process and post this transaction. Please accept our sincerest apologies  for any oversight or miscommunication, we always want to be transparent with our guests and provide them with the utmost services resolutions within our outlined guidelines.
  
  Once again, we appreciate your understanding and thank you for choosing Hawaiian Airlines.
  
  Mahalo,
  ******

  Customer Answer

  Date: 03/02/2025

   
  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:02/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to exchange ****** miles between my Hawaiian Airlines account ********* and my Alaska Airlines account ********* and have been unsuccessful. They utilize a 3rd party called ********** to facilitate the online request but all that happens is a screen with a big red X and "There was an error". I have called Hawaiian Airlines customer service, milage plan customer service, and their web support and followed all of their instructions but to no avail. I also sent an email complaint and followed all of their instructions and no one can resolve. I have been requesting a manager call me to discuss and no one has made that happen either. I need the help of the BBB please.

  Business Response

  Date: 02/19/2025

  Message From Consumer Affairs
  2/19/2025 - Case: CN-02101997
  
  ******* ******* - *****************************
  
  Aloha Mr.  Couture,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your forwarded submitted complaint to the Better Business Bureau regarding the transfer of your HawaiianMiles to your Alaska Airlines Mileage Plan membership.
  
  As we begin the process of aligning the operations of both airlines, Hawaiian Airlines and Alaska Airlines will continue to operate as separate airlines with no immediate changes to our day-to-day operations. We will maintain separate websites, reservation systems and loyalty programs until later in the integration process an extended process that can take up to 18 months. We will keep you updated along the way. Know that even at the end of those 18 months, both the Hawaiian Airlines and Alaska Airlines brands will remain.
  
  At this time, HawaiianMiles cannot be transfered to your Alaska Airlines Mileage Plan membership. 
  
  We appreciate and thank you for your patience in this matter. Take good care.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  Tell us why here...

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22948824
  
  I am rejecting this response because the Hawaiian Airlines website (screen copy attached) states the following:

  "Transfer miles to Alaskas Mileage Plan
  
  Now that Hawaiian Airlines has joined Alaska Airlines, its easy to convert miles from Hawaiian Miles to Alaskas Mileage Plan. Miles are transferred at a 1:1 ratio for no charge, and then youre free to redeem those miles on Alaska Airlines or Alaska partner flights."

  This appears to be false and misleading advertising.  I suggest that you honor what you put in writing on your own website or take it down immediately if it is no longer accurate.  I kindly request again that ****** miles be transferred from my Hawaiian Airlines account ********* to my Alaska Airlines account ********.

  Thank you in advance for your assistance.

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

   

  Business Response

  Date: 02/26/2025

  Message From Consumer Affairs
  2/26/2025 - Case: CN-02101997
  
  ******* ******* - *****************************
  
  Aloha Mr.  Couture,
  
  This is to acknowledge receipt of your forwarded submitted rejected response to the Better Business Bureau, in response to our correspondence to you dated February 19, 2025, regarding your inquiry about the transfer of HawaiianMiles to ****** Airlines Mileage Plan. 
  
  We apologize for the misinformation that was previously provided and confirmed that this new program is now live. Yes, you are correct. Members now have the ability to transfer HawaiianMiles to ******'s Mileage Plan owned by the same individual, at no cost.
  
  Please note that all corporate or specialty accounts are not eligible to transfer miles, and transactions can only be made online. Your first name, last name, and date of birth on both accounts must match in order to complete a transfer.
  
  For assistance, please contact our HawaiianMiles ************** directly at ************ Monday through Friday from 7:00 a.m. to 4:30 p.m. HST.  
  
  Thank you for allowing me the opportunity to respond to your concern. Take good care.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  Tell us why here...

  Customer Answer

  Date: 02/26/2025

   
  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:02/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ticket for Basic Cabin and did not know the exact details. When I had a personal emergency come up I tried to contact the customer service line less than 72 hours after the ticket was purchased to receive either a refund or credit to a future trip. I was denied immediately and let know that I would need to forfeit the entire close of my ticket. Ive never had this experience with any other airline and very frustrated that there is no solution being provided.

  Business Response

  Date: 02/19/2025

  Message From Consumer Affairs
  2/19/2025 - Case: CN-02101993
  
  ****** ***** - **********************************
  
  Handy/****** Mr
  *****/***** Mr
  Confirmation Code: 6QTWVE
  
  Aloha Mr.  Handy,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your forwarded submitted complaint to the Better Business Bureau regarding your upcoming scheduled travel.
  
  Upon review of your reservation, on February 11, 2025, our records show that Main Cabin Basic fares were purchased from an online travel website, for your upcoming scheduled round trip travel on February 28 - March 3, 2025, from *********** to *********
  
  Please be advised that Main Cabin Basic fares are nonrefundable, non-changeable, and seat assignments are not available at the time of booking.
  
  For more information and details, please click on Main Cabin Basic.
  
  Thank you for allowing me the opportunity to respond to your concern. Take good care.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  Tell us why here...

• Initial Complaint

  Date:02/13/2025

  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.

  As a promotional offer with getting the Hawaiian Airlines credit card a one time 50% off companion discount is offered. However, when using the website to book this, it is not available with the reason being that multi-city flights do not qualify for the discount. As a customer, when booking a flight, the criteria were met, however when working with an agent for help, they specified that the route with a layover was in fact a multi-city route and not eligible. This is deceitful to customers.

  Business Response

  Date: 02/20/2025

  
  From: Hawaiian Airlines: *********************** (****************************************************************************************************
  To: *********************************************
  Subject: Hawaiian Airlines, *********************** - CN-02101992
  Date: 2/20/2025 11:38 AM
  Body:
  Message From Consumer Affairs
  2/20/2025 - Case: CN-02101992
  
  ******** *********** - *********************************************
  
  Aloha ******** ***********,
  
  Thank you for contacting our office. We have reviewed the information and upon our review we see that the 50% Companions discount cannot be used for a multi city booking. We see that the restrictions below apply to?all?Hawaiian Airlines member discounts. For restrictions on individual discounts, please log in to your HawaiianMiles account and view the "Terms & Conditions" specific to that discount.
  Applicable to Hawaiian Airlines web fares only
  Cannot be applied to tickets already purchased
  Must meet all restrictions to be applied (route, booking period, travel period, number of passengers, etc.)
  Not valid for multi-city bookings
  Not valid for mileage bookings or dollar-mile bookings
  Not valid for vacation packages
  Cannot be combined with other discounts, promotional offers, or tour packages
  Non-transferrable, no cash value
  Other restrictions may apply
  This information is listed on our Hawaiian Airlines website. If you would like to see more from this link please click here. We have reviewed your request and unfortunately, we cannot apply the 50% companion discount to your multi city booking. 
  
  Thank you for contacting our office again and we sincerely apologize. 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 our warmest Aloha and Mahalo.
  
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  

• Initial Complaint

  Date:02/13/2025

  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.

  Hello,We have purchased a Hawaiian vacation package that included hotel, plane ticket and supposedly a car rental. We got charged $776.12 (told by representative) for a Thrifty car rental by Hawaiian airlines vacation. When we arrived at *************** we were charged a full price for the car rental! Thrifty absolutely ignored, that we paid this amount ($776.12) They also let us wait for almost 2 hours for the pickup, we absolutely did not get car the were told we were gonna get or the picture that presented or the prices on the receipt or what were where told about the rental at all. Total hoax!I called your customer service the person I talked to did not seem to understand what I was asking or what exactly we paid for or just played dumb. I cannot believe that 10 day car rental anywhere on planet Earth cost $2500+ (and they dare to call themselves Thrifty LOL!!)! I do consider this charge of $776.12 a theft and would like that charge refunded. I am attaching the bill from Thrifty and Hawaiian vacation. Thank you kindly in advance, and I am looking forward to getting my money back!Respectfully *** *******

  Business Response

  Date: 02/20/2025

  
  From: Hawaiian Airlines: *********************** (****************************************************************************************************
  To: ***************************
  Subject: Hawaiian Airlines, *********************** - CN-02101991
  Date: 2/20/2025 10:27 AM
  Body:
  Message From Consumer Affairs
  2/20/2025 - Case: CN-02101991
  
  *** ******* - ***************************
  
  Confirmation Code: 3LPSE2
  *** *******
  
  Aloha *** *******,
  
  Thank you for your patience while awaiting our reply. 
  
  
  We have received your request for a refund of additional charges on your rental car under the itinerary number 72982395570213. Your case has been forwarded to our vacation package team for handling where someone will review your case and directly respond to you. Please allow 7 to 10 business days for a response. 
  
  Thank you again for contacting our office. 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 our warmest Aloha and Mahalo.
  
  Mahalo, 
  ******* *******
  Resolution Coordinator, ***********************
  
  
  
  
  
  

• Initial Complaint

  Date:02/12/2025

  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.

  If you're a family, or even care about your time, then think carefully before booking with Hawaiian or Alaskan Airlines (which recently purchased Hawaiian). My family and I booked tickets to ******, flying direct from LAX direct to *****. We don't live in **, so the whole family--10 people--made our way to **, paid for long-term parking, and got hotel rooms for a very early morning flight on Jan. 31. Luckily my wife and I were still awake when, at 11 PM the night before (on Jan. 30th), we got summary notices that our flight had been canceled. Hawaii offered no explanation, or explain how to rebook. We called Hawaiian, waited on hold for 3 to 4 hours, but when the representative began to help us she asked to put us on a brief hold and hung-up on us. She didn't call back. We then waited on hold for another 3 hours and finally got someone to help, but she told us because they had been rebooking folks there was no option to fly out of *****. We were forced to rebook on a downgraded flight out of ********* that wasn't comparable to what we had paid for--I, for example, was booked on a direct, first-class flight from *** to *****, but the rebooked flight sent us on a connection through ******** and downgraded me on the connection to economy. We expressed our dissatisfaction with these options and requested a refund or compensation, but she said we'd have to take that up with someone later. She also miscounted our party, so my father-in-law ended-up on a totally different flight. With no other choice, the rest of us got Ubers to *********--which costs well over $600--and made our flights. We landed in ******** at around 1:30 PM, and were to fly to ***** around 3:30 PM. Instead, Hawaiian proceeded to push back our connection in 30 or 60 minute increments, and we didn't leave until 10:30 pm. I've tried to call and message Hawaiian and Alaskan REPEATEDLY, and they refuse to speak. I'd like a refund and compensation for this experience.

  Business Response

  Date: 02/24/2025

  Aloha ****** ********,
  
  Mahalo for your patience while awaiting our reply. We received your complaint from the Better Business Bureau (BBB). We're sorry to hear that your Hawaiian Airlines flight 63 from *********** to Lihue was canceled on January 31, 2025, due to weather. While we would like to assure you that the safety of our guests and the flight crew was our top priority, we understand that this was not an ideal way to begin your trip, and for that, we sincerely apologize for the stress and frustration you and your family experienced. 
  
  Unfortunately, we are unable to issue compensation for flights that were canceled due to weather, which is out of Hawaiian Airlines' control. This complies with our Domestic Contract of CarriageRule 21: Significantly Delayed or Changed Flights, Cancellations, and Aircraft Changes. HA63 was canceled due to a severe storm surrounding the Hawaiian islands at that time.
  
  Upon review, we see that you accepted to be rebooked on ****** Airlines flight 895, which departed from ********* on the same day. While we sympathize with your situation, your ticket was used, so we are unable to provide you with a full refund; however, since you were placed in the Main Cabin on your flight from ******** to *****, we are willing to issue you a downgrade refund for the HA393 flight, which is the fare difference between First Class and Main Cabin. This refund of $115.35 will go back to the original credit card used for payment, ending in 3180, and will be processed within the next seven business days. Please allow some extra time for your financial institution to receive and post this transaction.
  
  We apologize for any further inconvenience this may cause. We appreciate you for allowing us the opportunity to address your concerns and hope we can provide you with a more positive experience the next time you choose to fly with us.
  
  
  Sincerely,
  ***** *******
  

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22934007
  
  I am rejecting this response because:
  

  Your response ignores the numerous other, non-weather related issues that arose in relation with this flight.  Weather did not cause the 8+ hour delay that held us in ******** and resulted in our losing a day of our Hawaiian vacation.  Weather also did not cause us to wait on-hold for three hours, have your agent accidentally disconnect us (and not call back), and us then having to wait on-hold for another three hours to speak to someone.  This all took significant time and imposed immense burden on my familyas you can imagine, our infant and three-year old didnt get much sleep having to listen to your hold music all night, only to then face an 18-hour travel day due to Hawiians inability to operate properly.  

  As for the rescheduled flight, youre characterization of us having accepted it is simply wrong.  You left us no choice with your deceptive business practices, having waited until 11 PM to cancel the flight even though you knew by early that afternoon the plane wasnt coming to *** (as it was still in *****).  You then sent us to ************* though we were already in **, our original city of departurefor the downgraded Alaskan flight (Alaskans first-class cabin is not comperable to *******).  As mentioned, it also cost us hundreds of dollars for an **** from LA to ********* that morning that was necessitated by your sending us out of **********

  You dont acknowledge or offer any compensation as to any of these things.  I told your agent before rebooking our flights that these things needed to be compensated for.  She acknowledged the problems, told us to follow-up after our flight to obtain compensation, and said shed notate our account to reflect that part of the conversation (I expressly asked her to make the notation). Im following-up as she told me to, and youre simply ignoring my concerns.

  In addition, I asked for a call to discuss these issues with you.  To date, no one at Hawaiian has called me.  I renew my request for a call so we can discuss how best to move forward.

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

• Initial Complaint

  Date:02/12/2025

  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.

  12-31-24 I cancelled my flight with Hawaiian Airlines on 12-31-24.Expedia called and cancelled and said Hawaiian Airlines will refund me in 1-2 *******'s 2-12-25 I still haven't received my refund! I talked to ****** from Hawaiian Airlines she is a supervisor, and she can't say why I haven't received my refund. My checking account went into negative waiting for my refund $350.00 I just want my refund! Hawaiian blames Expedia and Expedia blames Hawaiian!Thank you,****** *****

  Business Response

  Date: 02/19/2025

  Message From Consumer Affairs
  2/19/2025 - Case: CN-02101981
  
  ****** ***** - ****************************
  
  *****/Orelia *****/******* ******
  Confirmation Code: 297XGC
  
  Aloha Ms.  *****,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your forwarded submitted complaint to the Better Business Bureau regarding your canceled reservation and refund request. I'm sorry to hear that you were unable to travel as planned.
  
  Upon review of your reservation, on December 2, 2024, our records show that ********* tickets were purchased from Expedia Travel for your upcoming scheduled travel on March 27, 2025, from ******* to ******* to ********, operated by Alaska Airlines.
  
  However, due to a Alaska Airlines schedule change, your original tickets were exchanged, for your upcoming scheduled travel on March 27, 2025, and your original connecting flight from ******* to *************;operated by ****** Airlines, was changed to a flight from ******* to ******** now operated by Hawaiian Airlines, and no additional fees were charged. 
  
  Although your tickets are nonrefundable, as requested, your unused exchanged tickets (1732310152963 & 1732310152964) reflect a "REFUNDED" status. Our records show that a refund was issued for your unused exchanged tickets on January 10, 2025, to the original form of payment, to the credit card ending in 0575. These transactions should be reflected on the next credit statement or the one thereafter. For assistance with your refunds, please contact Expedia Travel. 
  
  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.
  
  Thank you for allowing me the opportunity to respond to your concern. Take good care.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  Tell us why here...

• Initial Complaint

  Date:02/10/2025

  Type:Billing 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.

  When I flew to the ********** in December, the flight attendant informed all that they had a promo and if you signed up for the credit card, you just had to purchase a spam musubi and you would earn ****** miles.I signed up via the ** code on the brochure they gave us on the airplane. I received my card in about 2 weeks and also got billed for the credit card fee.The statement also said I had to charge $2,000 on my card before I get my ****** miles which was not what the flight attendant said on the airplane.Since I was provided incorrect information, I would appreciate my $99 fee that I paid to ********.

  Business Response

  Date: 02/19/2025

  Message From Consumer Affairs
  2/19/2025 - Case: CN-02101969
  
  **** ****** - ****************************
  
  Aloha Ms. ******,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your forwarded submitted inquiry to the Better Business Bureau. We received your concern regarding your Hawaiian Airlines World Elite MasterCard in-flight offer you received in December 2024.
  
  I have forwarded your comments to Barclays, and I have asked them to contact you regarding this matter. In case you need to follow up with them, please call them at ************** (International Collect ************).
  
  We appreciate your patience and thank you for choosing Hawaiian Airlines. Take good care.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs OfficeTell us why here...

• Initial Complaint

  Date:02/10/2025

  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.

  The airlines broke my luggage where I made a complaint and had the form filled at the airport where it said I was owed $90. I was told to email support and I am being refused my $90, and any further responses from baggage claims support. They essentially damaged my luggage where it is cracked and is missing a wheel, documented it, and still refusing to compensate me despite these realities. Disgusting and irredeemable to say the least. The threat was to either send an image of me cutting my already damaged and disposed baggage in half or get nothing and it seems like the latter is the point I am in. I do not recommend doing business with hawaii airlines and look elsewhereI had my luggage damaged before with EL AL for example and they sent me a check the next daymy report here was made on november 2024 of last year... So I have a luggage that is obsolete as they dont make these brands anymore, one that is easily over $200 for a new luggage of that caliber, and an airlines who shows why they went bankrupt in the first place

  Business Response

  Date: 04/16/2025

   
  From: LDNV <****************************>
  Sent: Wednesday, March 26, 2025 1:20:14 AM (UTC-10:00) ******
  To: claims, baggage <***********************************************************************************>
  Subject: Re: FW: [NON-HA] Re: CN-********- NGUYENVISCONTI/ *** - DAMAGE
  
  
  CAUTION: This email originated from outside of the organization.
  Do not click links or open attachments unless you recognize the sender and know the content is safe.
  Report suspicious messages to ***********************************************************
   *****************************************************
  
  On Thu, Mar 20, 2025 at 05:49 Baggage Claim <***********************************************************************************> wrote:
  
   
  From:***********************************************************************************
  Sent:3/18/2025, 10:03 PM
  To:************************************************************************************************************************************************************************************************
  Subject:FW: [NON-HA] Re: CN-********- NGUYENVISCONTI/ *** - DAMAGE
  
  Good morning ***,
  
  Apologize, bags are calculated based on applicable tariffs, reflecting the value of the items on your claim form, minus our depreciation guidelines of 10% per year. Amounts to $90.00 less 10% depreciation, resulting in an authorized total of $81.00 USD.
  
  May I have the new address we should mail the check too.
  Mahalo, 
   
  Mia
  Central Baggage Claims
  P.O. Box 30008
  ********, HI 96820
  W  **************
  Email: ***********************************************************************************
  Hours: 8:30am-4:30pm HST
   
  
  This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Think trees. Think twice about printing this email.
  
  
  
  
   
  From: LDNV <****************************>
  Sent: Tuesday, March 18, 2025 10:03:08 PM (UTC-10:00) ******
  To: claims, baggage <***********************************************************************************>
  Subject: [NON-HA] Re: CN-********- NGUYENVISCONTI/ *** - DAMAGE
   
  CAUTION: This email originated from outside of the organization.
  Do not click links or open attachments unless you recognize the sender and know the content is safe.
  Report suspicious messages to ***********************************************************
   Like my last email said on december 25 2024 towards you, I dispute the amount you wish to award as the paper said $90 as well as myself having said I need the check sent to a new address of mine.
  
  
  On Wed, Mar 19, 2025 at 13:18 Baggage Claim <***********************************************************************************> wrote:
  
  Dear ***,
  
  
  
  We understand the inconvenience caused, and as a one-time courtesy, we have waive the destroy photo.
  
  A check for $81.00 USD will be mailed to you within ***** business days at the address provided:
  
  *** NGUYENVISCONTI
  *************************************************************************************
  
  We apologize for any inconvenience and appreciate your understanding. We hope to serve you again in the future.
  
  Mahalo, 
   
  Mia
  Central Baggage Claims
  P.O. Box 30008
  ******************
  W  **************
  Email: ***********************************************************************************
  Hours: 8:30am-4:30pm HST