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:02/03/2025

  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.

  In 2024, we booked a flight with ************************* September, my partner experienced an episode of syncope, she was taken to emergency. This was her second trip to emergency within 6 months. She experienced a battery of tests, heart and echocardiogram. Besides these health concerns, she deals with a myriad of other health issues. Due to this, I cancelled with Hawaiian, as well as the resort. The resort understood completely. Hawaiian would not refund the tickets.On December 4, I went onto the Hawaiian website and explained the situation. I received an email back the same day, asking for more information.I called and explained the situation, I asked him for a refund of our tickets due to health reasons. I shared some of her health issues. I asked him if Hawaiian flies to other locations, he said, "yes" but from the mainland. I asked could we put the tickets in another person's name, He said, "no". I asked could we get an extension to use the credits. He said, "no". I told him, "We can't get a refund, we can't use our credits to give to a family member, we can't get an extension, we can only fly from or to ****** because we chose Hawaiian and we have to fly by July 2025. We were told to file a grievance/complaint with Hawaiian. In which I did.On December 10, I received an email stating I would have to fill out a medical waiver in order to receive a refund. My partner does not feel comfortable having her medical issues put in a folder at an *************** She wondered about HIPA laws and her confidentiality regarding her health issues. On January 13, I pleaded with them again. I asked where I could go from here, I was told I could appeal to Hawaiian Consumer Affairs to see if they would either refund, transfer or extend the time allotted to use the credit. I received an email from Hawaiian, that they would not refund or extend the credit to use our tickets. We felt our case was not looked into due to the fact we received the rejection on the same day

  Business Response

  Date: 02/12/2025

  Message From Consumer Affairs
  2/12/2025 - Case: CN-02098821
  
  Aloha ***************************************** $383.40 - ****/****** ***
  1732308119115 - $383.40 - *******/****** ***
  
  The Hawaiian Airlines *********************** has received your email from the Better Business Bureau (BBB), and we have received your inquiry from the Attorney General of Washington, **** *****.
  
  We have located the reservation and tickets from the information you submitted.  As a courtesy, we have waived the non-refundable restriction, and we are refunding the above tickets back to the credit card ending with 5587.  Please allow our ****************** some time to process the refund, and it should appear on your next credit statement or the one thereafter.
  
  Thank you for your patience in this matter.
  
  Sincerely,
  ***** ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 02/12/2025

   
  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:01/30/2025

  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.

  On October 23rd, 2024, my fiance, her elderly mother, and I traveled on Hawaiian Airlines flight from ******** (HNL) to ********** (LAX). Upon arrival, I discovered that my baggage had been delayed. I reported this issue to the airline's representatives at the airport baggage office. The Hawaiian Airlines agent immediately opened a lost baggage case and assured me that my baggage would be delivered to my accommodation within the next 24 hours. Unfortunately, my baggage was not delivered until Saturday, October 26th, 3 days later, just hours before our wedding, causing significant stress, inconvenience and additional expenses. *** When I arrived back in ****** I filled a delayed luggage claim. Despite multiple attempts to resolve this matter with Hawaiian Airlines, including providing all necessary documentation, the airline has refused to compensate me for the expenses incurred as a direct result of their delayed baggage services. Their refusal is in contravention of the ****************************'s regulations regarding delayed baggage compensation. ***I am deeply disappointed by the lack of assistance provided by Hawaiian Airlines Baggage Claim concerning this issue. As a Pualani Platinum member and a First-Class customer on this flight, it is unfortunate to witness such reluctance to take responsibility and assist in resolving the matter. I would have expected that loyal customers, who have had multiple choices over the years and chosen to remain with Hawaiian Airlines, would have been given due consideration and respect.

  Business Response

  Date: 02/25/2025

  Message From Consumer Affairs
  2/25/2025 - Case: CN-02098815
  
  Maverick ********* - *****************************************
  RE:  Confirmation code 5V9MHF
  
  
  Aloha Mr. *********, 
  We received your inquiry to the Better Business Bureau on February 5, 2025.  We were able to locate your original inquiry received by our ******************************** on November 13, 2024.
  
  Kindly note, ******************************** is further reviewing your case and will be contacting you directly for resolution to your claim.  We appreciate your patience and understanding.
  
  We genuinely value your loyalty as a Pualani Platinum member and appreciate your continued support of Hawaiian Airlines. 
   
  Malama pono (take care),
  ****** ****
  *********************************************************

  Customer Answer

  Date: 03/27/2025

  Aloha *******,
   
  I hope that email finds you well.
   
  Thank you for all your correspondence regarding this case (Case ID *********.  I wanted to share the latest correspondence between Hawaiian Airlines  consumer affairs office and myself.  
   
  Hawaiian Airlines sent me an email below stating that since the don't travel to ******* (**) and I had a separate booking that it is outside of their scope of responsibility.  
   
  "Unfortunately, Hawaiian Airlines does not fly to ******, you traveled on a separate booking (ticket), not on the same itinerary, which is out of the scope of the airline responsibility for interim expenses. Please note that any purchases made outside the scope of your final destination (LAX) and domicile are considered exclusionary, and the airline is no longer liable for expenses incurred beyond this scope. As outlined in our Contract of Carriage, expenses outside of these categories are not eligible for reimbursement. We also see they recommended you to follow up with your private insurance provider or your credit card company for potential reimbursement options for these items."
   
  This is contrary to the **************************** - ****************************** regulations, where airlines are required to compensate passengers if their bags are damaged, delayed, or lost. This applies to both domestic and international travel. When a checked bag does not arrive at its destination, airlines are responsible for locating the bag and compensating passengers for any reasonable expenses incurred while the bag is being located and returned. According to the DOT's guidelines on lost, delayed, or damaged baggage, airlines must cover these expenses regardless of where they are incurred.1
   
  As noted in the email to Hawaiian Airlines and formally note that I do not consider this issue resolved.  Can I please get your guidance and/or assistance updating my BBB case (Case ID ********* to reflex that?
   
  Mahalo,
  Maverick
  

  
  

  Business Response

  Date: 04/21/2025

  Email Message
  CN-02098815
  
  
  From: Baggage Claim (***********************************************************************************)
  To: *****************************************
  Subject: DELAY LUGGAGE - REF: LAXHA29366
  Date: 4/7/2025 1:32 PM
  Body:
  04/07/2025
  
  REF: LAXHA29366
  
  Aloha Maverick *********,
  Mahalo for reaching out regarding your interim expense claim. We sincerely regret any inconvenience caused by the temporary misplacement of your luggage at LAX and appreciate your patience as we reviewed the details of your case.
  Given that your travel on WestJet was booked separately, and considering the circumstances surrounding the luggage delay, we have carefully evaluated your request. While our standard policy does not cover expenses incurred due to separate bookings, as a goodwill exception, your claim of $893.05 less exclusionary items $212.64 with a final settlement of $680.44.
  
  Additionally, please confirm your full name and mailing address to help us process your claim efficiently. Once all the required information is received, we will process your reimbursement, which may take 1015 business days.
  Mahalo for choosing Hawaiian Airlines. We value your business and hope to have the opportunity to serve you better in the future.
  
  We genuinely value your business and are committed to ensuring your future travel experiences with Hawaiian Airlines are seamless and enjoyable. Thank you for your understanding, and we appreciate your cooperation as we work to resolve this matter.
   
  Mahalo, 
  Manu
  Central Baggage Claim
  Hours: 8:30AM - 4:30PM HST
  Phone: **************
  Email: *************************************************************************************** 
  Web: **************************
  Mail: P.O. *****************************
  
  
  

• Initial Complaint

  Date:01/26/2025

  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 urgently request your help in receiving a refund and credit policy from Hawaiian airlines in light of an unforeseen and critical situation. Despite submitting two appeals, each supported by valid, compelling reasons, I have yet to receive any assistance or ************* a nursing student, I am required to attend a mandatory training session scheduled last minute. This training is essential to my ability to graduate, and failure to attend would result in the inability to complete my program. The timing of this training unfortunately conflicts with my planned travel dates of February 9th to February 13th, and as such, I am no longer able to fly as originally booked.Given the urgency and importance of my academic and professional obligations, I have offered to accept either a travel credit or a partial refund. However, I have been met with an inflexible response under the current policy.I respectfully request your immediate attention to this matter, as the outcome of this situation is critical to my educational and career advancement. I trust that Hawaiian Airlines can offer a solution that reflects the seriousness of this situation and its impact on my future.

  Business Response

  Date: 02/04/2025

  Message From Consumer Affairs
  2/4/2025 - Case: CN-02098678
  
  ***** ******* - *********************************
  
  Aloha Ms.  *******,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted inquiry to the Better Business Bureau and your forwarded case from our ************************ regarding your upcoming scheduled travel. I'm sorry to hear that you are unable to travel as planned.
  
  Upon review of your reservation, on November 25, 2024, our records show that a Main Cabin Basic fare (5M4SM3) was purchased from a third party online travel website, for your upcoming scheduled round trip travel on February 9 - 13, 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.
  
  As a one-time courtesy exception, as you requested, we are issuing you a $268.40 Travel Voucher, in exchange for the value of your unused ticket, good for future travel on Hawaiian Airlines. Please note that your Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5-7 business days. To ensure you receive this email, please add ************************************************* to your accepted email recipient list so it doesn't get misdirected to your spam folder. Your Travel Voucher will be valid to redeem for up to one year from the date of issuance.
  
  We appreciate and thank you for choosing Hawaiian Airlines. Take good care.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  Tell us why here...

  Customer Answer

  Date: 02/04/2025

   
  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:01/24/2025

  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.

  See claim outline attached.

  Business Response

  Date: 02/13/2025

  From: Hawaiian Airlines: *********************** (****************************************************************************************************
  To: ******************************
  Subject: RE: [NON-HA] Re: Hawaiian Airlines, *********************** - CN-02096264
  Date: 2/13/2025 1:31 PM
  Body:
  Aloha Sabirhan Hasanoff,
  Thank you for your patience in awaiting our response.
  Please know that your experience is important to us, and we would like to take some additional time to look into this matter. We assure you that Ill get back to you once we receive the information we need to respond to your concerns. 
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  
  From:******************************
  Sent:2/9/2025, 5:53 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines, *********************** - CN-02096264
  
  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 *********************************************************** 
  
  Dear *******,
  
  I have replied to your email dated on1/30/25 on 2/4/25.  Today is 2/9/25 and I have not yet heard any response, as my BBB complaint has been filed and I'm intending to start my small claims court action and ***** of Transportation complaint, please send me a download link to the phone recording I requested in my prior emails as I would like to submit these as further evidence of my case to the BBB and impending complaints in the ***** of Transportation and small claims court.  
  
  Alternatively, if you do approve of my submission for reimbursement the claims I've outlined in my second email on 2/4/25, then please confirm that so I do not have to go through the detailed work involved in starting a court action and submitting further complaints to the DoT.  
   
  Please advise and provide the voice recording of my call.  Thank you in advance for your cooperation regarding this matter. 
  
  Regards
  
  ***** Hasanoff
  
  On Tuesday, February 4, 2025 at 02:15:17 PM EST, ***** hasanoff <***********************************> wrote:
  
  
  
  Dear *******,  
  
  In reference to your reply regarding my claims against Hawaii airline below, please take note of the following responses: 
  
  1. You state in your email below that "We have reviewed the information and see that ******* had a Schedule Change on their flight".  Please note that this is 100% incorrect.  I was at the airport for over 2 hours I can confirm that the Jetblue flight had ABSOLUTELY not schedule changes WHATSOEVER.  I reject this claim of yours and I will contact Jetblue to confirm this as it is simply untrue.  The scheduled flight departed on time and without incident or schedule change.  This seems to me yet another attempt at inserting blame, without any basis whatsoever, on the other airline in question.  
  
  2.  I have filed a BBB complaint and I plan to file further complaints with DOT and start a small claims court action if the attached reimbursement claims are not accepted by your airline.  
  
  3. I would like to request the telephone call recording of my call that I have previously mentioned.  Please email this to me so I may start preparing my file for the DoT complaint and small claims court action. 
  
  I have attached a summary of claims that you say in your email you are willing to cover.  Please refer to the attached word document summarizing these claims as well as some of the invoices attached to support these claims.  If this is acceptable, you may wire me the reimbursement to the following (as per your request): 

  I hope we can agree on the attached and I don't have to spend more time and effort in pursuing this claim further.  Please promptly let me know if the attached is acceptable and will be reimbursed by your airline. I also would like to add something, this was a once in a decade family reunion half way around the world that I missed with my two eldest children who have never in their lives met many of the family they were supposed to meet at this reunion.  I would like to, in addition to the attached actual reimbursement below, request you provide me something further for this missed opportunity of a lifetime.  
  
  Regards
  
  Sabirhan Hasanoff
  
  
  
  
  On Tuesday, February 4, 2025 at 10:40:17 AM EST, ***** hasanoff <***********************************> wrote:
  
  
  
  Hi *******,
  
  Thanks for your reply to the below. Question, I am currently gathering up  all the receipts however much of our food and travel was paid by cash that I don't have receipts for. Please advise if I may use a per diem for food and **** estimate for the rides? thanks
  
  Sabir
  
  
  On Thursday, January 30, 2025 at 09:07:40 PM EST, Hawaiian Airlines: *********************** <************************************************************************> wrote:
  
  
  Message From Consumer Affairs
  1/30/2025 - Case: CN-02096264
  
  Sabirhan Hasanoff - ******************************
  
  Confirmation Code: 5YR4EB
  Sabirhan Hasanoff, Asi Hasanoff, Ilyas Hasanoff
  
  Aloha Sabirhan Hasanoff,
  
  Thank you for contacting our office. We are truly sorry to learn about the unpleasant experience you had with our airline. We are truly sorry to hear about the experience you had on your reservation purchased through Hawaiian Airlines for your Jetblue flights. Providing exceptional customer service is one of our top priorities, and your experience does not reflect the standards we strive to maintain.
  
  We have reviewed the information and see that Jetblue had a Schedule Change on their flight and there was a system error that occurred and affected your reservation. Rest assured that your valuable experience will be shared with our IT and ********************** teams as we continuously work to identify areas for improvement and enhance the quality of our services.
  
  We have reviewed your reimbursement request and kindly note that we do not provide compensation for incidental expenses including (but not limited to) loss of wages/income/salary/profits, the purchase of new ticket, unused hotel accommodation, unused ground transportation, missed scheduled events, and similar damages. Unfortunately, we cannot reimburse you for your Virgin tickets and original Jetstar airlines tickets as they were purchased on a separate reservation. Additionally, we are also unable to reimburse you for time lost as it is not within our guidelines. 
  
  However, we are happy to consider reimbursement of transportation costs in ********, Hotel/Meals/Transportation in ********. Additionally, we will also consider reimbursement of the change fees for Jetstar due to the system error. Please reply to this email and attach the applicable receipts for review. Please ensure that the receipts have a name, date/time, the total amount paid, and the form of payment. Kindly note, this does not guarantee reimburse in full.

  
  We can process approved reimbursements as an electronic deposit directly to your bank account. Please provide us with the information below. If you prefer a reimbursement via check, please provide us with your mailing address only. Please note that reimbursements can take up to four weeks to process and additional time for mailing if requesting a reimbursement check.
   
  Account Beneficiary Name:  
  Beneficiary Address:  
  Beneficiary Email Address:  
  Bank Name:  
  *ABA Routing Number:  
  Bank Account Number:  
  
  Please accept our sincere apology for the inconvenience that system error 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 our warmest Aloha and Mahalo.
  
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22852259
  
  I am rejecting this response because Hawaiian airlines has not provided any list of items that they need to me so I don't even know what they are referencing regarding 'items that they need'.  
  
  Sincerely,
  
  Sabirhan Hasanoff

  Business Response

  Date: 02/27/2025

  From: ***** hasanoff (***********************************)
  To: ************************************************************************
  Subject: Re: [NON-HA] Re: Hawaiian Airlines, ************************* CN-02096264
  Date: 2/25/2025 2:18 PM
  Body:
  
   Thanks for positive outcome, I was pleasantly surprised on your reasonable offer. 
  
  
  Regards 
  Sabir 
  
  
  Sent from my iPhone
  
  On Feb 25, 2025, at 2:20?PM, Hawaiian Airlines: *********************** <************************************************************************> wrote:
  
  
  ?Aloha Sabirhan Hasanoff,
  
  Thank you for contacting our office. We sincerely apologize for the delay as we were further investigating the situation. We have reviewed your reservation and kindly note we do see your tickets were affected by a ticketing error due to a ******* advance schedule change. Upon our review we see that you had originally booked for HA2327 on December 21, 2024 Leaving at 8:54PM. However, we see that on October 18, 2024 we see that ******* had a schedule change and your flight was changed from HA2327 to HA2323 on December 21, 2024 that departed at 7:30PM from ******** to *********. We sincerely apologize. 
  
  We have reviewed the information you provided and we have approved the following amounts. We have approved that reimbursement of $305.52 for hotel, $247.00 for transportation, $225.00 for your Jetstar change. Kindly note, that our internal guidelines for meals are not based on the *** per diem. However, we have approved that amount of $360.00 from meals which is based on our internal guidelines. The total reimbursement you will receive is $1,137.52. We have sent your request to our ****************** for a refund of $1,137.52 by check to the address you provided. Please allow up to 20 business days for the processing to be completed.
  
  Additionally, as a gesture of goodwill for the inconveniences experienced, we are issuing each of you a $300.00 electronic Travel Voucher, which is good for future travel on Hawaiian Airlines. Please note that the voucher information, instructions for redemption, and Terms and Conditions will arrive in a separate email within 7 - 10 business days. We recommend adding ************************************************* to your accepted email recipient list so the email is not misdirected to your spam folder.  
  
  Please accept our sincere apology for the inconvenience that system error 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 our warmest Aloha and Mahalo.
  
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  

  Customer Answer

  Date: 02/28/2025

   
  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,
  
  Sabirhan Hasanoff

• Initial Complaint

  Date:01/23/2025

  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.

  Hawaiian Airlines has refused to provide a refund or new gift card.On December 2, 2024, I purchased with my Master Card a gift card for $500.00 and paid $451.50. I never received the gift card and I first contacted the customer service through the website on December 28, 2024. I keep getting email responses claiming they are looking into it. This has been a total of 7 emails since December 28 with no resolution, I have been giving a case number 241228-000507?I have given them the date, the amount, the credit card number I used and a copy of the transaction. What could possibly be holding up my refund? Almost 1 month and they can't research this with all the information I have given them? I have requested 4 times for a manager call back and have had no response or call. I keep getting an email reply "we are looking into it." Attached is receipt.Please help me resolve this. Thank you,****** R ***** ************

  Business Response

  Date: 02/20/2025

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

  Aloha ******,
  
  You are welcome, and you can use the gift card anytime.
  
  Mahalo,
  ***** | V110503
  Hawaiian Airlines  
  

  -----------------------------------------------------------------------

  Aloha ******,
  
  We apologize for the inconvenience this has caused you.
  
  We received your concern regarding your Gift Card purchase last December. Please see your redemption details below.
  
  Gift Card Number: ************1215
  PIN: ****
  Balance: $500.00
  
  Please keep this email for your record until your rebooked travel has been completed.
  
  More information on gift card rules and restrictions can be found at **********************************************************************************************************************************.
  
  Thank you for choosing Hawaiian Airlines as your travel partner.
  
  Mahalo,
  ***** | V110503
  Hawaiian Airlines 

  Customer Answer

  Date: 02/20/2025

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

• Initial Complaint

  Date:01/20/2025

  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.

  Hawaiian Miles - Beginning 1/4/2025 I was unable to redeem Hawaiian miles for a car rental online and they can't do it over the phone. They have had a computer glitch that was supposed to be resolved in 24 hours. It has been two weeks. I have called the specific number for Hawaiian Miles and spoke to a supervisor and I get the same answer, they are aware of the problem and are working on it. 2 weeks is unacceptable. They have no resolution for the customer. I specifically signed up for the Hawaiian card to earn miles and purchase my trip. I was able to secure the airline travel but that was it. On another note: When purchasing my airline tickets which is March 13 (off peak) the mile chart was 4 times less than the actual miles they wanted to charge for off peak travel. I called the credit card company to alert them the program was not being administered as I signed up for. Again, zero resolution. Please help.

  Business Response

  Date: 01/28/2025

  Message From Consumer Affairs
  1/28/2025 - Case: CN-02095313
  
  Beverly Nimmo - *****************************************
  
  Aloha ******* *****,
  
  Mahalo for your patience as you were awaiting our response. 
  
  Our office was notified of the complaint that you filed with the Better Business Bureau (BBB).   I apologize that our website wasn't performing the way it should with regards to redeeming Hawaiian Miles for car rental reservations.  I appreciate your patience while our Web Team and car rental platform provider worked out the technical difficulties.  I was recently made aware that the car redemptions are functional on our website.
  
  While we constantly strive to maintain our high standards for excellent customer service, we recognize that we didnt deliver performance in line with these standards.  In recognition of this, as a gesture of goodwill, we'll be depositing 4000 bonus Hawaiian Miles into your Hawaiian Miles account number *********.  Please allow up to 14 business days for the deposit to be completed.
  
  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, ***********************
  

  Customer Answer

  Date: 02/04/2025

   
  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:01/17/2025

  Type:Sales and Advertising 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 getting married in **** on 7/7/25, and I bought flights for myself, fiance, and our two daughters. Around 11/1/24, I purchased 4 tickets with Hawaiian Airlines (HA) credit, totaling approximately $3, 953. On 1/14/25, I received a phone call from HA informing that a change to my itinerary had been made. The caller told me that she would be sending me an email with the updated changes. She asked me was that ok and I said yes, in addition she stated that I would be able to get a refund due to the change if I decided. On 1/16/25, I reviewed the new itinerary and decided that I would cancel, but before I did I made a second reservation #6EYAQU. After making the second reservation I called HA and spoke to a female representative, still on the same day 1/16, to cancel the first reservation #5DAH8S. I was told by the representative that I could only cancel a portion of my reservation and that the other portion would be a credit only. She added that the 3 day period lapsed and I was no longer eligible for a full refund. Had I known that this would be the case I would have never made the second reservation. I was not aware of what the exact change was to my itinerary prior to booking the second and until I made the call to HA. Because I had already booked my second reservation all I wanted was a full refund on the first. I cannot use the credit or book a second vacation within a years time frame for personal reasons. All I want is a full and complete refund on the original booking.

  Business Response

  Date: 01/21/2025

  Aloha ******* ********,
  
  We've received your inquiry from the BBB. On behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. 
  
  To operate efficiently, we may make minor schedule changes (flight departure or arrival time is less than 30 minutes earlier/later than originally scheduled) without notifying our guests in advance. However, if we need to make a significant schedule change (flight departure or arrival time is more than 30 minutes earlier/later than originally scheduled), and you provided us with your contact information when you booked your flight, we will let you know. In your situation, we see that you agreed to the change prior to cancelling your reservation. 
  
  As a one time courtesy, we'll be refunding 5DAH8S back to the card used for payment. We will make every effort to process refunds within seven business days. The refund will be reflected on your next credit statement.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ******* **********

  Customer Answer

  Date: 01/29/2025

  Good morning *******, my issue has been resolved, thank you!

• Initial Complaint

  Date:01/13/2025

  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.

  I just got off our flight from **** to *****. Our flight was delayed in **** which made us late on arrival in *****. My wife and infant was on the same flight under a different confirmation 6OBQ5D. When deplaning my infant needed to be changed and by the time we got to the baggage claim Id say within ***** minutes of landing our bags were gone. Upon talking to an airport officer near baggage claim he said he seen the last Hawaiian agent lock up the doors and leave. I normally would be ok with this knowing people have to get home, and if it was just our suitcase, but it was our suitcase and infant car seat. Obviously stating someone is more than likely traveling with an infant. Our flight was delayed out of our control and we had a clearly marked car seat bag that had our car seat in it. Now we have to drive across the island with our one year old with no car seat at 10:00 pm. I ran into two other Hawaiian agents leaving for the night and asked if there was anything they could do and they said the doors are locked come back tomorrow. So now two trips without a car seat. Im not one to complain, but this is purely unacceptable and I expect for Hawaiian to make this right. If I dont get help from this email I will take this as far as I need to go. I apologize for my demanding demeanor but Im purely frustrated with lack of care and concern for my family. Not to mention, I was breaking the law by Traveling with no car seat.Also, I have tried to contact Hawaiian Airlines by any means possible, most answers it goes to recording or the number isnt in service any longer. It has been impossible to get anyone to hear my concern

  Business Response

  Date: 02/05/2025

  Message From ***********************
  
  Date: 2/4/2025
  HA Claim Number: CN-02092521
  
  Aloha  ,
   
  Thank you for contacting Hawaiian Airlines Central Baggage Claims. Please accept our sincerest apology that your bag was delayed while traveling on Hawaiian Airlines Flight #***. Please provide the following information so we may begin working on your claim.
  
  First Name: Joseph 
  Last Name: Medeiros 
  Email: *****************************
  Phone: ************
  Address: 80 alapio pl
  City: makawao 
  State: ***********;
  Zip: 96768
  Country: ***
  Hawaiian Miles Number: ******420
  Travel Date:
  Origin: OGG
  Destination: LIH
  Flight No: ***
  Confirmation Number (PNR): 6OAF7B
  
  For more information, please refer to the Hawaiian Airlines Contract of Carriage for terms, conditions, and limitations: For domestic travel, please see the Domestic Contract of Carriage | Hawaiian Airlines ("Rule 20: Liability and Claims"), and for international flights, please refer to the International Contract of Carriage | Hawaiian Airlines.
  
  We appreciate your patience and understanding for any inconvenience.
  
  ****** ******

• Initial Complaint

  Date:01/12/2025

  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.

  Hello,I am writing to express my deep frustration and disappointment with the poor service and lack of reliability I experienced with Hawaiian Airlines during my recent holiday travels. These issues have caused emotional distress, and a ruined holiday experience.On December 24, 2024, my flight HA9 from *********** to ****** was canceled with little noticefew hours before the departure. We immediately attempted to resolve the issue via online chat but received no response. We then called your customer service line and waited on hold for over 30 minutes. When we finally spoke to a representative, we were informed that there were no flights available on the same day and that we would have to travel to ****** the following day, December 25.This was unacceptable, as we had already checked out of our hotel and were en route to the airport. A next-day flight was not an option. We searched ****** Flights ourselves and identified a one-stop flight with Alaska Airlines. After inquiring with your representative, we were eventually rebooked on this flight. However, the rebooked flight was far from comparable to what we had originally purchased. We had booked first-class seats with lay-flat beds to ensure a comfortable journey, but ****** Airlines first-class seats did not offer this feature. This made for a significantly less comfortable and much more frustrating travel experience.These incidents are not isolated. Over the course of my experiences with Hawaiian Airlines, I have endured two canceled flights, multiple delays, and an overall lack of reliable service. It is clear that customer satisfaction and service quality are not priorities for your airline.This holiday season was meant to be a joyful reunion with my family, but Hawaiian Airlines turned it into a stressful ordeal. I expect swift and meaningful action to address the inconvenience and frustration your airline has caused.I look forward to your prompt response and resolution.Sincerely,

  Business Response

  Date: 01/15/2025

  Message From Consumer Affairs
  1/15/2025 * Case: CN*02094313
  
  Qinchao Zhang * **********************************
  ZHANG/QINCHAO
  ZHANG/QINGHUA
  
  Aloha Mrs. ***************** Hawaiian Airlines *********************** has received your inquiry from the Better Business Bureau (BBB).  We are sorry for the poor experience you encountered with our flight disruption.
  
  We understand you were affected by our flight disruption, and our flight report for flight HA9 on December 24, 2024, from *********** to ********, shows our flight was canceled due to operational reasons.  While we constantly strive to maintain our high standards for on*time performance and excellent customer service, we recognize that we didnt deliver performance in line with these standards.
  
  When flight disruptions occur, our agents will move passengers to the best available Hawaiian Airlines flight, or other airlines' scheduled flights with the other airline's approval from the departing city.  Passengers are not always given a choice as there are policy and procedural issues that are involved with moving passengers to another available scheduled flight, and if the other airlines are full, they will not give Hawaiian Airlines approval to take seats to re*accommodate passengers, even though the passengers can see seats online from the other airlines.
  
  We show you were re*accommodated to an Alaska Airlines flight AS2339 from ********* to ********* and connected to AS897 from ********* to ******** that was available.  We will only search for available flights from the disrupted city and close vicinity airports, and any other airports would be a request from the passengers and we would not be responsible for the ground or air transportation to the farther alternate city.
  
  We regret that ****** Airlines first*class service did not meet your expectations; however, you were re*accommodated in the same class of service (first class) as your original booking with Hawaiian Airlines.
  
  As a goodwill gesture, we are issuing you each a $300.00 Travel Voucher, good for future travel on Hawaiian Airlines. Please note that your Travel Vouchers, instructions for redemption, and Terms and Conditions will arrive in a separate email within 5 * 7 business days to the email address: **********************************.  We recommend adding ************************************************** to your accepted email recipient list so the email is not misdirected to your spam folder.
   
  The Travel Vouchers are valid for one year from the date of issuance (unless stated otherwise), are non*transferable, cannot be redeemed for cash, and entitle the named passenger 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.
  
  Thank you for your inquiry through BBB.
  
  Sincerely,
  ***** ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:01/12/2025

  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.

  Hello. This is *********** ****, filing this complaint on behalf of ****** ********.On a recent trip to ******, Miyuki had purchased 4 round-trip tickets with Hawaiian Airlines for travel between ***** and the ********** for Saturday, 8/24/24. These tickets were for her, myself, her older sister, and her mother. However, tropical storm warnings issued the previous day for the Big Island caused by Hurricane Hone made us hesitate, and she called Hawaiian Airlines customer service to see about canceling the tickets. We spoke with **** who originally suggested travel credits as a solution. When learning that Miyuki's older sister and mother live in *****, and Miyuki and I live in ********** and we would be unable to reasonably manage a new vacation together, **** suggested we send a request for a refund and assured us that our case would be resolved in our favor and we were ok to cancel the tickets. We did just that and received a reply from ********** who denied our request for a refund but said that "The value of the ticket...may be used towards the purchase of a new ticket until May 04, 2025 and you are allowed a name change."Starting on Friday, 1/3/25, Miyuki called Hawaiian Airlines to see how to access those travel credits and was promptly told that we could not use them. After being transferred to Thelme, a supervisor, Miyuki was told the name change was against policy. She was told to submit another refund request, which was answered by ********** who said our tickets were non-refundable, but offered a one-time refund based on a medical waiver. Because the ticket cancellation was not medical in nature, Miyuki wrote back to try and clarify the situation and received an email from Kush who echoed the reply from **********. Miyuki sent one more response and hasn't heard back. At this point she wants a refund and immediate resolution.

  Business Response

  Date: 01/15/2025

  Message From Consumer Affairs
  1/13/2025 - Case: CN-02091843
  
  Miyuki Todokoro - *******************************
  
  ****/*********** J
  Todokoro/Miyuki/*******/****
  Confirmation Code: 6YDH9M
  Aloha Ms.  Todokoro,
  
  Thank you for taking the time to contact us regarding your unused tickets. We appreciate your patience while awaiting our response. I'm sorry to learn you were unable to travel as scheduled, due to Tropical Storm Hone.
  
  Upon review of your reservation, on May 4, 2024, our records show that tickets were purchased for your scheduled round trip travel on August 24, 2024, from ******** to *****
  
  Tropical Storm Hone was expected to bring heavy rain to southern and windward sides of *************. Customers who were scheduled to travel to/from Hilo or Kona ********* between Saturday August 24th, 2024 and Sunday August 25th, 2024 were eligible for a waiver of fare difference (add-collect) and any other fees related to changes or guest servicing. The customer would be rebooked into the same compartment (MC, **, FC) and on an itinerary to/from Hilo or Kona (KOA) on/before August 29th, 2024.
  
  Customers traveling to/from Hilo or Kona ********* between Saturday August 24th, 2024 and Sunday August 25th, 2024 had the option of cancelling their trip and keeping their ticket value as travel credit to use for future travel, within ticket validity of one year from the date of original ticket issuance;
  
  Although the tickets purchased are nonrefundable and non-transferable, they can be rebooked, and travel must be completed by May 4, 2025. When you are ready to rebook your flights, please call our Reservation Department toll-free (within the **** and ******) at ************** and refer to your electronic ticket numbers 1732306820538, 1732306820539, 1732306820540 & 1732306820541. Please be advised that you will be responsible for any applicable additional fare difference per ticket, that may apply at the time of rebooking.
  
  Although tickets are non-transferable, please reply to this email and provide the (2) names of your travel companions that are unable to continue travel with us. Upon receipt of your information, as a one-time courtesy exception, as you requested, we will issue a travel voucher for the value of the (2) tickets, and authorize a name change. Please also provide the name(s) of the persons you wish to transfer the (2) travel vouchers to. 
  We appreciate and thank you for your patience in this matter.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  Tell us why here...

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22800390
  
  We are rejecting this response because:
  

  Our previous interactions with Hawaiian Airlines have been confusing and contradictory, and have unfortunately broken our trust with the company and the service it provides.  We are uncomfortable using their travel accommodations and do not believe in the company to meet our needs should we need help in the future.  Please see the response Miyuki already sent to the Hawaiian Airlines agent attached to this message.

  Thank you for your time and attention.

  Sincerely,
  -*********** ****, on behalf of ****** ********

  Business Response

  Date: 01/22/2025

  Message From Consumer Affairs
  1/17/2025 - Case: CN-02091843
  
  Miyuki Todokoro - *******************************
  
  ****/*********** J
  Todokoro/Miyuki/*******/****
  Confirmation Code: 6YDH9M
  
  Aloha Ms. ******************* appreciate your taking the time to share the details of your incident with us. We understand that you are disappointed with our response.
  
  However, as previously advised, although the tickets purchased are nonrefundable and non-transferable, they can be rebooked, and travel must be completed by May 4, 2025. When you are ready to rebook your flights, please call our Reservation Department toll-free (within the **** and ******) at ************** and refer to your electronic ticket numbers 1732306820538, 1732306820539, 1732306820540 & 1732306820541. Please be advised that you will be responsible for any applicable additional fare difference per ticket, that may apply at the time of rebooking.
  
  As a final courtesy option, if you are unable to rebook your unused tickets by the expiration date, we can issue you each a $163.60 Travel Voucher, for the full value of your tickets, good for future travel on Hawaiian Airlines. And as an additional courtesy, we can authorize a name change on your Travel Vouchers. 
  
  Please reply to this email and advise us if you would like to accept this final offer, including the names of the persons you wish to transfer your Travel Vouchers to, and I can continue with your case.
  
  I look forward to hearing from you soon.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
  
  From:*******************************
  Sent:1/15/2025, 10:59 AM
  To:************************************************************************
  Subject: Re: Hawaiian Airlines, ************************* CN-02091843
  
   
  Hello  Ms. ********* *****,
  
  I read your reply.
  
  I have been contacting Hawaiian Airline and all of your responses were not unified and insincere.
  I am very disappointed of Hawaiian Airline and it's very hard to trust.
  
  I would NOT like to go on any of my vacation using Hawaiian Airlines anymore.
  After all these, do you think I could enjoy the fright with Hawaiian Airlines?
  I do not think so.
  
  Please refund all 4 tickets.
  I do not accept any other offers. I just need my money back and end this matter with Hawaiian Airlines.
  
  Thank you.
  
  ****** ********
  
  
   
   
  2025?1?13?(?) 18:45 Hawaiian Airlines: *********************** <************************************************************************>:
  Message From Consumer Affairs
  1/13/2025 - Case: CN-02091843
  
  ****** ******** - *******************************
  
  ****/*********** J
  Todokoro/Miyuki/*******/****
  Confirmation Code: 6YDH9M
  Aloha Ms.  Todokoro,
  
  Thank you for taking the time to contact us regarding your unused tickets. We appreciate your patience while awaiting our response. I'm sorry to learn you were unable to travel as scheduled, due to Tropical Storm Hone.
  
  Upon review of your reservation, on May 4, 2024, our records show that tickets were purchased for your scheduled round trip travel on August 24, 2024, from ******** to *****
  
  Tropical Storm Hone was expected to bring heavy rain to southern and windward sides of *************. Customers who were scheduled to travel to/from Hilo or Kona ********* between Saturday August 24th, 2024 and Sunday August 25th, 2024 were eligible for a waiver of fare difference (add-collect) and any other fees related to changes or guest servicing. The customer would be rebooked into the same compartment (MC, **, FC) and on an itinerary to/from Hilo or Kona (KOA) on/before August 29th, 2024.
  
  Customers traveling to/from Hilo or Kona ********* between Saturday August 24th, 2024 and Sunday August 25th, 2024 had the option of cancelling their trip and keeping their ticket value as travel credit to use for future travel, within ticket validity of one year from the date of original ticket issuance;
  
  Although the tickets purchased are nonrefundable and non-transferable, they can be rebooked, and travel must be completed by May 4, 2025. When you are ready to rebook your flights, please call our Reservation Department toll-free (within the **** and ******) at ************** and refer to your electronic ticket numbers 1732306820538, 1732306820539, 1732306820540 & 1732306820541. Please be advised that you will be responsible for any applicable additional fare difference per ticket, that may apply at the time of rebooking.
  
  Although tickets are non-transferable, please reply to this email and provide the (2) names of your travel companions that are unable to continue travel with us. Upon receipt of your information, as a one-time courtesy exception, as you requested, we will issue a travel voucher for the value of the (2) tickets, and authorize a name change. Please also provide the name(s) of the persons you wish to transfer the (2) travel vouchers to. 
  We appreciate and thank you for your patience in this matter.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  Tell us why here...