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:01/05/2025

  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 am writing to express my dissatisfaction with my recent flight experience with Hawaiian Airlines from *********** to ******** on December 31st. The situation was uncomfortable, disruptive, and financially damaging, and I believe it warrants a thorough review and compensation.After boarding, we were unexpectedly stuck on the plane for 1.5 hours with no air conditioning and no communication. We were left in the dark about the cause of the delay and when we could disembark. The lack of updates only increased the frustration. Once deboarded, we were directed to a service desk located far away, requiring us to walk through 1.5 terminals. Upon arrival, we encountered long lines and minimal information, with no clear resolution or new departure time. The staff seemed unprepared to assist.Due to the delay, I suffered financial losses from missed, non-refundable reservations and events. Additionally, I had confirmed months earlier that I could take the second leg of my return flight directly from **** to ***********. However, the morning of the flight, Hawaiian Airlines reversed this decision, forcing me to book a last-minute flight, incurring unexpected costs and stress.This disruption ruined my New Years Eve and birthday, making what should have been a special occasion stressful and frustrating. Given the poor service, lack of communication, and financial impact, I am requesting appropriate compensation for the inconvenience and losses I incurred.I look forward to a prompt and fair resolution. Thank you for your attention to this matter.

  Business Response

  Date: 01/06/2025

  Message From Consumer Affairs
  1/6/2025 - Case: CN-02091885
  
  Yuanrui **** - *****************************************
  
  ****/YuanruiMr
  *******/JasperMarkMr
  Confirmation Code: 4COLAP
  
  ****/YuanruiMr
  *******/JasperMarkMr
  Confirmation Code: 4CQDGH
  
  Aloha Mr.  ****,
  
  Thank you for your patience while awaiting our response. This is to acknowledge receipt of your submitted inquiry to the Better Business Bureau regarding your recent travel experience. I regret to learn that your Hawaiian Airlines Flight 1 from *********** to ******** on December 31, 2024 was delayed. As a customer, you are our valued guest. I understand that you were inconvenienced by our delay, and we take that very seriously. 
  
  Our records show that Flight 1 was delayed 3 hours and 57 minutes due to maintenance and a change in aircraft.
  
  When such delays arise, we have guidelines in place that determine how we compensate our guests. We take into account how long the delay lasted and when the delay occurred. Our guidelines allow us to provide consistent treatment for all of our guests. 
  
  I have reviewed your case and see that as a courtesy, for the inconvenience that you experienced, all guests who remained on Flight 1 were issued a $50 Travel Voucher, good for future travel on Hawaiian Airlines. 
  
  While this is consistent with our guidelines, I realize how disruptive and frustrating delays can be, and I can certainly sympathize with your experience. We recognize that your time is valuable, and would also like to assure you that the safety of our guests is our top priority. Nonetheless, we value your opinions and would like to thank you for bringing this to our attention. Improving the overall passenger experience, from arrival to departure, is a priority for us, and your insights help us identify areas where we can make meaningful improvements. I have shared your experience with our Los ******************************* for their review. Regrettably, we are unable to reimburse reservations for missed events.
  
  For more information and details, please click on Travel Voucher Redemption. Lookup voucher using: Guest & Flight Information.
   
  
  Passenger First Name: Yuanrui
  Passenger Last Name: ****
  Confirmation Code: 4COLAP
  Flight Number: 1
  Date of Flight: December 31, 2024
   Passenger First Name: JasperMark
  Passenger Last Name: *******
  Confirmation Code: 4COLAP
  Flight Number: 1
  Date of Flight: December 31, 2024
  Please accept the Travel Voucher Terms & Conditions and click the "Lookup Voucher" button. Below, weve listed the terms and conditions associated with her travel voucher. Please read this information carefully, so youll know how to book your travel. This Travel Voucher is valid for up to one year from the date of flight.
  
  If you need any assistance, please contact our ****************** open 24 hours a day, 7 days a week at **************.
  
  Upon review of your return scheduled travel, on September 17, 2024, our records show that tickets (4CQDGH) were purchased from a travel agency, for your scheduled travel on January 6, 2025, from ******* to ************ 
  
  However, as Mr. ****** ******* requested, your original tickets were exchanged on September 30, 2024, for your scheduled travel on January 6, 2024, rerouted from ******** to ******* to ***********. He was advised of the applicable additional fare difference of $5.31 USD per ticket at the time of rebooking, and an email confirmation was sent to ************************************.
  
  We appreciate and thank you for your patience in this matter. Take good care.
  
  Mahalo,
  ********* *****
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  --------------------------------------------------------------------------------------------------------------
  
  Terms and Conditions
  A Travel Voucher and any transportation covered by it are subject to the applicable Hawaiian Airlines tariffs, conditions of carriage, and rules and restrictions effective at the time of ticket issuance. Transportation will be supplied upon the application of a Travel Voucher for a ticket on a future flight at prices established by the applicable ticket type and class of service.
  A Travel Voucher is non-transferable, has no cash value, and entitles the passenger named on the Voucher to a credit for the amount of the Voucher towards the purchase of any available Hawaiian Airlines published or web fares (on ******************************).
  All flights are subject to seat availability at the time of reservation.
  All travel will be in accordance with Hawaiian Airlines published tariffs, the rules and restrictions applicable to the fare used, and Hawaiian Airlines Contracts of Carriage.
  The Travel Voucher can be redeemed in one or more transactions for one or more tickets totaling up to the full amount of the voucher.
  Travel Vouchers may be used to purchase tickets for newly booked travel reservations on Hawaiian Airlines or partner-operated (codeshare) flights.
  Travel Vouchers are valid for use on flights booked up to one year from the date of issuance, even if the flight occurs after the one-year period of validity. Any remaining balance will then be forfeited.
  Up to three Travel Vouchers can be combined and applied by any passenger for the purchase of tickets by that passenger within a single reservation, provided that the Travel Vouchers cover the full cost of the ticket(s) (including base fare and all fees & taxes), and the name on the Travel Voucher matches the name of the passenger on the reservation.
  A maximum of nine Travel Vouchers can be combined and applied to a single reservation containing multiple passengers, with a maximum of three Travel Vouchers per person, provided that the name on the Travel Voucher(s) matches the name of the passenger on the reservation who is submitting the Travel Voucher.
  Travel Vouchers are not valid for services, products or fees, including, but not limited to, those listed below:
  Baggage fees;
  Seat upgrades;
  Fare differences for changes to previously issued tickets;
  In-flight amenities, such as beverages and snacks;
  Inflight amenities such as beverages and headsets
  Purchase of HawaiianMiles;
  Vacation Packages;
  Car Rentals or Hotels; and
  Payment for ***************** such as unaccompanied minor fees
  To look up the balance or expiration date of a Travel Voucher, please visit us at Hawaiian Airlines - Travel VouchersTell us why here...

• Initial Complaint

  Date:12/05/2024

  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.

  Description On August 11, 2024, I booked a flight with Hawaiian Airlines (Ticket Confirmation Number: *************) scheduled to depart on November 26, 2024. I selected an aisle seat in the same row as my parents to assist them during the flight.However, on the evening of November 25, 2024, while attempting to check in, I discovered that my name did not appear on the check-in list. After spending over an hour on the phone with Hawaiian Airlines customer service, a supervisor and internal resolution specialist, informed me that my booking had been canceled by Hawaiian Airlines due to an invalid name. This accusation was not only incorrect but also deeply insulting, as my name is valid and consistent across all government-issued ************************************* reinstated my booking during the call. However, I was informed that my original aisle seat was no longer available. I was left with two options: a middle seat or an aisle seat in the last row, far from my parents. Hawaiian Airlines Response In response to my complaint, Hawaiian Airlines offered a $50 travel voucher as a gesture of goodwill. The email acknowledged that my reservation was canceled due to an invalid name input. However, they failed to take responsibility for the distress caused by the false accusation and the inadequate resolution.The airline also stated that they could not authorize a refund for the ticket because the flight segment was completed, ignoring the fact that the cancellation was due to their error. Relevant Clauses in Hawaiian Airlines Contract of Carriage Upon reviewing Hawaiian Airlines Contract of Carriage, I found that the conditions under which cancellations are permitted include:1. Factors outside Hawaiian Airlines' control 2. Failure to timely receive ticket numbers for advance purchases 3. Failure to comply with the Contract of Carriage 4. Failure to board the flight or check-in on time None of these apply to my situation.

  Business Response

  Date: 02/13/2025

  Aloha Di Di,
  
  Thank you for sharing your recent in-flight experience with us.
   
  Hawaiian Airlines prides itself on delivering world-class service with authentic Hawaiian values, such as Hookipa (hospitality). One element of Hookipa is providing our guests with exceptional service to ensure they feel safe when traveling with us.
   
  Were sorry to learn about the challenges you faced during your recent travels on Hawaiian Airlines flight 91, from ************ to ********, on November 26, 2024. It is our hope that all of our guests enjoy their time with us, and we sincerely apologize that this was not the case for you.
   
  After reviewing your case, our records confirm that your reservation was separated from your travel party and canceled due to an invalid name input, theres a variety of reasons guests' information may not transfer properly, and we sincerely apologize for any inconvenience this situation may have caused. Additionally, we were able to see that our Reservations agents were able to re-associate your ticket prior to the departure of Hawaiian Airlines flight 31.
   
  At this time, we regret to inform you that we are unable to authorize a refund of your tickets as they were utilized during travel and the flight segment has been completed. However, we understand how frustrating and inconvenient it may have been that we were unable to reseat you in your original seat due to availability. Although we were unable to waive any additional fees for upgraded seats due to seat availability, as a gesture of goodwill, we will be issuing you a $50 Travel Voucher, good for future travel on Hawaiian Airlines.
   
  The Travel Vouchers are valid for one year from the date of issuance, have no cash value, are non-transferable, and entitle the passenger named on the Voucher to a credit towards the purchase of any Hawaiian Airlines published or web fare (on ******************************). The Travel Voucher information, instructions on redemption, and Terms and Conditions will be arriving within 5-7 business days. We recommend adding ************************************************* to your accepted email recipient list so the email does not get misdirected to your spam folder.
   
  Although the Travel Vouchers do have an expiration date (one year from the date of issuance), wed like to note that this is not the need to travel by date. You are able to select travel dates going forward up to 330 days from the date of redemption.
   
  We appreciate your understanding and thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ****** *********
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:12/04/2024

  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.

  On 11/30/2024, I had a flight on Hawaiian Airlines from ******** to Hilo at 10:13 AM (Conf 52NK4R). I had arrived at ~9AM and paid $15 for checked baggage to fly over a car part. The car part was a brand new, factory-sealed, master cylinder in the original packaging/box from ****** ******. Upon checking the box in, the Hawaiian Airlines agent denied the box saying that car parts aren't allowed because they could possibly contain oil or fluids that are dangerous. She continued to deny access even though the rules (and TSA rules) state that car parts are allowed except for flammable, combustible, or explosive materials. The part was not hazardous in any way and was not marked as hazmat. Servco, my mechanic son-in-law, and an experienced parts manager all stated that the item is not dangerous and should be allowed on flight. Both the agent and the supervisor on duty did not allow the item, even after confirming that it was new. They did not even bother to examine the item to see that there was no fluid present. Their only response was that we could take it to ***** or Air Cargo, despite us being dropped off with no way of quickly getting it there. Both employees had a terrible attitude and were extremely unhelpful. They were also very uneducated about the rules of the airlines and the nature of the item. Because we had no other choice, I had to inconvenience my son to come back to the airport to pick up the box and take it to Air Cargo. This costed an additional $61.10 to ship, and was a burden due to having to drop off and pick up the item at Air Cargo. I also had not received a refund for my $15 as the agent said I would. Upon speaking to Air Cargo, two separate employees both confirmed that the item should have been allowed on check-in and that the employees at the airport are often ignorant to allowable items. I would like to request a refund and suggest that employees be better trained on rules and regulations, and to improve their poor customer service skills.

  Business Response

  Date: 12/05/2024

  Message From Consumer Affairs
  12/5/2024 - Case: CN-02086674
  
  ***** Yoneishi - ******************************
  Confirmation Code: 52NK4R
  
  Aloha Mr. ********,
  
  The complaint you filed with the Hawaii Better Business Bureau was forwarded to our office to review and provide a response.  We truly appreciate your patience while awaiting our reply.
   
  Were sorry to hear about the issue that happened when you tried to have the car part you were transporting accepted as checked baggage on your Hawaiian Airlines flight 232 from ******** on 11/30/2024 and the impact this had on your plans and day of travel.  The experience you encountered is not the customer service standards we strive to maintain.  We want our guests to receive the outstanding customer service they deserve each time they travel with us.  We have shared your case with our management team for operations at the **************** for their internal review.
  
  Please note that we are not able to refund the costs of airfare for tickets that have been used for travel.  However, as a courtesy based on the information you provided, we have asked our ****************** to reimburse $15.00 to the credit card ending in 3000.  This amount reflects the baggage fee that was charged for your travel segment from HNL-ITO.  Well make every effort to process the refund within seven business days.  However, please allow up to 30 business days due to an extremely high volume of requests.  The transaction will be reflected on the cards next credit statement or the one thereafter, depending on the billing cycle.
  
  In addition, as a courtesy based on our review of your case, we have asked our ***************** to issue you a reimbursement check of $61.10 to your mailing address below, which is listed in the record of your complaint.  This amount reflects the cargo expense that you mentioned having to pay to get the car part to Hilo.  Please allow up to 20 business days for processing of the request.
  
  ***** Yoneishi
  **********
  Hilo, HI  96720
  
  Lastly, as a courtesy in recognition of the inconvenience you experienced, were issuing you a $50.00 Travel Voucher, which will be good towards a future ticket purchase with Hawaiian Airlines.  Please note that information about the voucher, including instructions for redemption, and the applicable Terms and Conditions, will be arriving in 5-7 business days in a separate email to you.  To help prevent the message from getting misdirected to your spam folder, we recommend that you add ************************************************* to your accepted email recipient list.
   
  While the Travel Voucher does have an expiration date (one year from the date of issuance), we'd like to point out that this is not the need to travel by date.  You're able to select travel dates going forward up to 330 days out from the date of redemption.
   
  We appreciate being given the opportunity to respond and help with your case.  We also sincerely thank you for choosing to travel with Hawaiian Airlines and look forward to providing you with a more pleasant trip the next time you fly with us.
  
  Mahalo nui, ****
  
  **** ******
  Resolution Coordinator
  Consumer Affairs
  Hawaiian Airlines

  Customer Answer

  Date: 12/05/2024

   
  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. Thank you very much for your assistance in resolving this matter.
  
  Sincerely,
  
  ***** Yoneishi

• Initial Complaint

  Date:12/04/2024

  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.

  Contacted Hawaiian Airlines in February '24 regarding refund of ticket I would be unable to use (Cancer treatments) - advised they would turn into voucher or refund.Called in April '24 as had not received either, advising I likely could not travel through '25 and would prefer a refund. Agent advised I would receive a refund. Called multiple times since April, received no response from their Consumer Affairs.October '24 spoke with agent who sent message to their Consumer Affairs advising I needed a refund processed.Calling, yet again, today on 12/4/24 advising I still had not seen a refund.Advised 'The ticket was expired' and Consumer affairs issued a travel voucher, i "may not be eligible for refund' - despite being advise I would received a refund from two different agents, and most importantly was advised in February when I called initially, which was PRIOR to the ticket expiring.Over on hour still on the phone with a supervisor again today. Can not connect me with a manager to resolve, advised multiple times that consumer affairs will not talk to consumer directly.Hawaiian Airlines has essentially stolen $884.00. I want it back.

  Business Response

  Date: 12/05/2024

  From: Hawaiian Airlines: *********************** (****************************************************************************************************
  To: *************************************************
  Cc: ********************************
  Subject: RE: RE: RE: Hawaiian Airlines, *********************** - CN-********
  Date: 12/5/2024 11:55 AM
  

  
  Aloha ****** ********, 
  
  Your case was escalated to our management team for a final determination regarding your refund request. We also received your complaint to the Better Business Bureau. 
  
  Upon review, we note that our initial response to you on February 6, 2024, was sent to ********************************. In that communication (as shown below), we advised that the ticket would expire on February 24, 2024. While the ticket purchased was non-refundable, we extended a $884.00 travel voucher in consideration of your circumstances. This amount represents the full value of the ticket, rounded up. Our records confirm that the travel voucher was successfully sent to the email address mentioned above and has an expiration date of February 14, 2025. 
  
  Additionally, we note our below response to you on October 9, 2024, reiterating that a refund could not be processed and that a travel voucher was issued.  
  
  We understand and empathize with your situation that prevent you from traveling any time soon. However, as the ticket purchased was non-refundable and has since expired, we are unable to provide a refund. That said, we can offer the following options: 
  1. Transfer the voucher to a person of your choice; or
  2, Issue a new voucher on February 14. 2025 with a new one-year expiration date, provided the current voucher remains unused. 

  
  Please let us know what option you would prefer so we can proceed accordingly.
  
  On behalf of Hawaiian Airlines, we extend our well wishes for a full recovery. Thank you for the opportunity to address your concerns.
  
  Respectfully, 
  Ms. *. ******
  Assistant Manager
  Hawaiian Airlines, ***********************
  
   
  From:************************************************************************
  *******/4/2024, 5:29 PM
  To:********************************
  Subject:RE: RE: Hawaiian Airlines, *********************** - CN-********
   Aloha ****** ********,
  
  Thank you for reaching out to us. We appreciate your patience as we handle your request regarding case CN-********. Your case has been forwarded to our management team for a final review and determination. We will keep you updated as soon as we have more information.
  Mahalo for your understanding regarding this matter and thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  Jarah
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
  From:************************************************************************
  *******/9/2024, 1:46 PM
  To:********************************
  Subject:RE: Hawaiian Airlines, *********************** - CN-********
  
  Aloha ****** ********,
  
  Thank you for your patience while waiting for our response.
  
  We understand that you are requesting a refund. Our records show that your ticket expired on February 21, 2024. Regretfully, we're unable to process refunds for expired ticket. However, we issued you a travel voucher in lieu of your expired ticket.
  
  A Travel Voucher is non-transferable, has no cash value, and entitles the passenger named on the Voucher to a credit for the amount of the Voucher towards the purchase of any available Hawaiian Airlines published or web fares on ******************************). For more information on how to utilize the Travel Voucher, please visit the help page here.
  
  We hope for your understanding on this matter. Malama pono (take care).
  
  Sincerely,
  Jarah
  Resolution Coordinator
  Hawaiian Airlines, ***********************
   
  From:************************************************************************
  Sent:2/6/2024, 4:57 PM
  To:********************************
  Subject:Hawaiian Airlines, *********************** - CN-********
   Message From Consumer Affairs
  2/6/2024 - Case: CN-********
  
  ****** ******** - ********************************
  
  Aloha ****** ********,
  
  Thank you for taking the time to contact us. I'm sorry to learn that you were unable to travel as scheduled. 
  
  After reviewing your case, I do see that ticket 1732193299722 is non-refundable, non-transferable and will expire on February 21, 2024.  As a one-time courtesy, were exchanging your ticket and issuing you a $883.70 Travel Voucher, good for future travel on Hawaiian Airlines. This travel voucher is for the full value of your unused ticket. For more information on how to utilize your Travel Voucher, please visit the help page here.
  A Travel Voucher is valid for one-year from the date of issuance (unless stated otherwise), non-transferable, has no cash value, and entitles the passenger named on the Voucher to a credit for the amount of the Voucher towards the purchase of any available Hawaiian Airlines published or web fares on ******************************, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service. 
  Please note that the travel voucher information, instructions for redemption, and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add ************************************************* to your accepted email recipient list so the email is not misdirected to your spam folder.
  Please understand that the issuance of this Travel Voucher for your expired ticket is outside of our normal guidelines. The credit must be redeemed by the expiration date and will not be re-issued or extended.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  Jarah
  Resolution Coordinator
  Hawaiian Airlines, ***********************
  
  

  
  

• Initial Complaint

  Date:11/28/2024

  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.

  We gate checked a $600+ double *** stroller and the staff somehow bent the brake bar of the stroller. Its now impossible to fold up unless my husband is man handling it to fold it. I cannot do it. I filed the complaint 24 hours after our flight landed and they said the complaint must be filed within 3 hours to get any compensation. We arrived at our destination, got our three small children to bed and I filed the complaint the next morning. I do a lot with my kids and we used to travel with this stroller all the time and now I cant fit it in the car without my husbands help. This is not a delicate stroller either. You would have to try to bend the break bar.

  Business Response

  Date: 11/29/2024

  ****** ******* - *********************************
  RE: HDQHA23526
  
  Aloha ****** *******,
  
  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 are currently communicating with our Claims Team for their internal review. I assure you that well get back to you once we receive the information I need to respond to your concerns.
  
  Sincerely,
  ****** *********
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Went to **** for a family vacation. We had no issues with the suitcase and it was not broken when we loaded it at the ************. After pushing back our flight time by 8 hrs due to an error on their end with the pilot, they then broke our suitcase. We landed at 2:30am on 5-25-24 in ***. Waited 25 min for our luggage to find it broken. The 48" ***** ***** hard case suitcase was thrown down the shoot and broke 2 of the 4 wheels. The suitcase could not be rolled at all. The plastic/ rubber pieces also rolled down the belt. Called the next day to file a complaint about the whole experience and get compensation, and the ** agent said they would forward the info about our luggage to their supervisor. They never did. We called back on 6-17-24 to follow up and got another person who said they would tell the claims ***** but they didn't either. Finally, on 10-21-24, we got the claims email address and provided all the details and pics of the issue. HA then, of course, denied the claim because it took too long to get the info. We advised them of the issue from the beginning. But were given the run around due to poor customer service and now we are out the suitcase as it cannot roll at all and out any compensation due to their incompetent/ careless agents.

  Business Response

  Date: 12/08/2024

  Message From Consumer Affairs
  12/7/2024 - Case: CN-02044031
  
  BBB#********/DOT ESID ****** - TV2024075895
  ****** ***** - *********************************
  RE: 5FVBKG
  
  
  Aloha Mr. ************** is to acknowledge that we received your email/letter regarding your complaint filed with the **************************** (***). We and the Better Business Bureau (BBB). We apologize for the delay in responding to your concern. Due to a clerical oversight, we regret that we were unable to address these formal complaints in a timely manner. However, we would like to clarify that we did respond on June 17th, first by a Resolution Coordinator and myself. Your case was then further escalated to our ****************** and contact information was provided to ensure a timely response regarding your damaged baggage claim.
  
  While we understand that you have already been provided with two $200 travel vouchers for your experience and flight delay and have indicated that you will not be using them moving forward, I am offering a one-time exception as a courtesy. I will "void" the two travel vouchers and provide you with a $200 refund for your affected segment tickets, 173-2302703209/173-2302703210. Please note that this refund will be reflected within 7 business days to the original method of payment on file.
  
  Regarding your Claim HDQHA23175, I have requested that our ***************** take a second look for further consideration regarding your damaged bag. Please note that while this does not guarantee a resolution, it affirms that we are making a concerted effort to address the matter, if applicable to do so. Please reach to them directly if a timely response if not provided, Central **************************** For updates on the status of your Claim, please feel free to contact them directly at ************, available daily from 8:00 a.m. to 4:30 p.m. Hawaii Standard Time, including holidays.
  
  Mahalo for your patience and understanding.

  Customer Answer

  Date: 01/20/2025

  This hasn't been resolved in any way. As we told Hawaiian, the original payment method has been closed since July 2024. There is no way to send a refund to this account. We requested a check to be mailed, but they have not responded on over a month.
  Also, the damaged suitcase was never addressed in their resolution and we have no compensation for that either. The suitcase is now trash as it can't be used with damaged wheels. 
  Please escalate this complaint to the next level of Supervisor at the BBB for a resolution. 
  

  
  

• Initial Complaint

  Date:11/11/2024

  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.

  Flight number HA 59 Ticket number ************* &************* Confirmation #5USKCP 2nd flight ********* Jpkfkj ******** **** Ha # ************* ***** ****** Ha#*********** We booked this flight and the departing time was 11/3/24, 7am PST. We paid more for a nonstop flight and to upgrade to pick our seats. On 11/1, the flight showed "8:00 am and WAS 7:00 clearly showing it changed. When we checked in for the flight 24 hours prior the flight on Nov. 3 the departure was still 8am. I had most everything packed except my clothes, we got up to get ready to leave for our 8am flight and noticed it had changed again back to 7am. We had to immediately begin driving to the airport unprepared. I arrived at the counter to check my bag at 6:20. They advised us there was a glitch on the time due to daylight savings time, apologized, informed me we were too late, they couldn't check my bag with their 45 minute rule (I arrived 40 min prior) and they would book us the next available flight at 8:55. They said that HA caused my delay but because it was less than 2 hours they would not refund or make any concessions. I asked since it was the fault of the airline if they could make an exception and just let me bring my checked bag onboard and was told no. When our flight information updated (attendant didnt give us a boarding pass) we saw that the flight began boarding at 8:55 but flight did not leave until 9:40 delaying our flight 2 hours and 40 minutes and extending our flight landing from 10:30am until 3:09 a full 4 hours and 40 minutes. I am requesting a full refund for what we paid for our original flights from SMF to ****** addition, prior to booking I called reservations to use vouchers from a trip cancelled by Hawaiian Airlines in 2020. She said she would submit a request for a refund per their policy since HA cancelled the flight but have not been contacted.2nd flight ********* Jpkfkj

  Business Response

  Date: 11/15/2024

  Message From Consumer Affairs
  11/15/2024 - Case: CN-02082676
  
  ******** **** - *****************************
  
  Confirmation Code: 5USKCP (issued 10/22/2024)
  HA 59 SMF-OGG on 11/03/2024 - Exchanged
  HA 60 OGG-SMF on 11/08/2024 - Used
  Ticket #************* (********)
  Ticket #************* (*****)
  Exchanged on 11/03/2024 for:
  HA 19 SMF-HNL on 11/03/2024 - Used
  HA 336 HNL-OGG on 11/03/2024 - Used
  Ticket #************* (*****)
  Ticket #************* (********)
  
  Confirmation Code: UJTVIX (********) (issued 03/31/2020)
  Confirmation Code: JPKFKJ (*****) (issued 03/31/2020)
  HA 59 SMF-OGG on 09/25/2020 - Expired
  HA 60 OGG-SMF on 10/01/2020 - Expired
  Ticket #************* (********)
  Ticket #************* (*****)
  
  Aloha Ms. **************** concern that you filed with the Hawaii Better Business Bureau was forwarded to our office for review.  We truly appreciate your patience while awaiting our reply.
   
  Were sorry to hear about the timing issue that happened with your Hawaiian Airlines flight 59 from ********** on 11/03/2024 due to ********** and the rest of the mainland returning to standard time and the impact this had on your day of travel.  The experience that you and Ms. ****** encountered is not the customer service standards we strive to maintain.  We want our guests to receive the outstanding customer service they deserve each time they travel with us.
  
  Please note that we are not able to refund the costs of airfare for tickets that have been used for travel.  That being said, while you were seated in the Preferred section on your rebooked Hawaiian Airlines flight 19, as a courtesy, we have asked our ****************** to reimburse $63.00 to the credit card ending in 5344.  This amount reflects the Preferred seat fee that you were charged for the travel segment from SMF-OGG for flight 59.  In addition, we have asked Refunds to reimburse $40.00 to the same card, which reflects the baggage fee that you paid for the travel segment from SMF-HNL-OGG.
   
  Well make every effort to process the refunds within seven business days.  However, please allow up to 30 business days due to an extremely high volume of requests.  The transactions will be reflected on the cards next credit statement or the one thereafter, depending on the billing cycle.
   
  Next, as a courtesy in recognition of the inconvenience you experienced, were issuing you and Ms. ****** each a $100.00 Travel Voucher, which will be good towards a future ticket purchase with Hawaiian Airlines.  Please note that information about the vouchers, including instructions for redemption, and the applicable Terms and Conditions, will be arriving in 5-7 business days in a separate email to you.  We recommend that you add ************************************************* to your accepted email recipient list to help prevent the message from getting misdirected to your spam folder.
  
  While the Travel Vouchers do have an expiration date (one year from the date of issuance), we'd like to point out that this is not the need to travel by date.  You're able to select travel dates going forward up to 330 days out from the date of redemption.
  
  Lastly, your and Ms. ******** tickets from 2020 that you mentioned are listed above.  Unfortunately, we are unable to issue a refund of the tickets because they expired on 12/31/2022 and are no longer valid.  Generally, tickets expire one year from the date they are issued and guests are responsible for making sure any ticket credits are rebooked on a timely basis.  Your tickets were issued on 03/31/2020.  The expiration date actually ended up being 12/31/2022 rather than 03/31/2021 because Hawaiian Airlines had extended the expiration dates for hundreds of unused tickets that were purchased during late 2019 through ********************* recognition of the impact the pandemic had on everyone's travel plans.
  
  We appreciate you giving us the opportunity to help with your case and for taking the time to tell us about your experience.  We sincerely thank you for choosing to travel with Hawaiian Airlines and look forward to providing you and Ms. ****** with a more pleasant trip the next time you fly with us.
  
  Mahalo nui, ****
  
  **** ******
  Resolution Coordinator
  Consumer Affairs
  Hawaiian Airlines

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hawaiian Airlines listed a round trip flight and fare online for $892/person (I tired booking 4 persons) between SEA and LIH. I tried to book it online for over an hour and each time the website said that fare was not available. I called HA reservation line and the agent confirmed the flight and fare are available, however, because it is a code share with Alaska they are unable to sell it to me through the reservation system and I would need to either do it online or through ******. I have tried the online system at least 8 times and it wont complete the sale even though the agent confirmed the availability and price. I called ****** and the same flight through ****** is $1,018. ****** said although they recently acquired HA, the systems arent connected yet and any price shown on HA website is up to HA to honor. I spent over *********************************************************************** the ticket and said they have a computer issue and cant grab that flight. They refuse to honor the $892 fare when their system is fixed and the flight becomes available.

  Business Response

  Date: 11/13/2024

  Aloha ***** Bench,
  
  We have received your message from the Better Business Bureau (BBB). On behalf of Hawaiian Airlines, we would like to sincerely apologize for the inconvenience you are experiencing with booking your reservation on our website.
  
  Your concerns are important to us, and we would like to take some additional time to look into this with our ************************ Once we receive the information needed to provide you with the most appropriate solution, we will reach out to you as soon as possible.
  
  Mahalo for your patience and understanding.
  
  Regards,
  ***** *******
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22523345
  
  I am rejecting this response because:
  The airline is reviewing the case and will get back to me with a proposed resolution.   
  Sincerely,
  
  ***** Bench

• Initial Complaint

  Date:11/06/2024

  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 reaching out to express my concerns about the recent purchase of miles through the HawaiianMiles online platform. I made this purchase under the impression that the miles would be available in my account immediately, as there was no visible or prominent notice during the purchase process about a mandatory 72-hour waiting period for the transfer. Only after the transaction was completed did I receive a confirmation email indicating that I would need to wait 72 hours before the miles would be accessible. This delayed notification has significantly impacted my travel plans and created an unexpected inconvenience.I believe this situation violates key consumer protection laws, as outlined below:Consumer Protection Regulations on Refund Policies: Clear and fair refund policies are an industry standard in consumer transactions. By enforcing a no-refund policy that was not explicitly communicated at the time of purchase, HawaiianMiles has subjected me to what can be viewed as an unfair contract term.Right to Refund under Incomplete Transactions: Since the miles have not yet been transferred to my account, the transaction remains incomplete. Under general consumer protection principles, consumers should have the right to a refund for incomplete transactions, especially where information about potential delays was not disclosed upfront. The no-refund policy was also not clearly communicated prior to purchase, creating a further disadvantage for consumers in cases where service expectations are not met.The lack of transparency in the purchase process, coupled with the absence of a fair refund option, has resulted in a transaction that unfairly disadvantages the consumer. For these reasons, I respectfully request the following:An immediate refund for my purchase, as the miles have not yet been transferred and the transaction remains incomplete;

  Business Response

  Date: 11/06/2024

  Message From Consumer Affairs
  11/6/2024 - Case: CN-02080724
  
  Hsinwen **** - **************************
  RE: HawaiianMiles
  
  Aloha Hsinwen ****,
  
  Thank you for contacting us regarding your recent HawaiianMiles purchase.
  
  Please know that your experience is important to us, and we would like to take some additional time to look into this with our loyalty team. I assure you that I'll get back to you once I receive the information I need to respond to your concerns. 
  
  Sincerely,
  ****** *********
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22519808
  
  I am rejecting this response because:
  
  I am dissatisfied with the response from the Hawaiian Airlines ************************ as they indicated that further discussion is required.
  
  Sincerely,
  
  Hsinwen ****

  Business Response

  Date: 11/13/2024

  From: Hawaiian Airlines: *********************** (****************************************************************************************************
  To: **************************
  Subject: RE: Hawaiian Airlines, *********************** - CN-02080724
  Date: 11/8/2024 12:04 PM
  Body:
   Aloha Hsinwen ****, 
  
  Thank you for your patience in awaiting our response as we took additional time to review your case with our Loyalty team.
   
  Hawaiian Airlines prides itself on delivering world-class service with authentic Hawaiian values, such as Hookipa (hospitality). One element of Hookipa is providing our guests with exceptional guest service.
   
  After a thorough review, our Loyalty team has authorizes a refund of your purchase, as a one-time courtesy. Please allow approximately 10 business days for this transaction to be posted to your account. Additionally, kindly note that since the refund has been processed, the miles and bonus miles have been reversed from your account.
   
  Thank you for your understanding and for choosing Hawaiian Airlines.
  
  Mahalo, 
  Kaylee

  Customer Answer

  Date: 11/13/2024

   
  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,
  
  Hsinwen ****

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 8, 2024, we landed in ******** from *********. Our baggage was damaged and we filed claim on site at the ****************. The airlines has delayed processing the claim and now are stating our luggage was in poor quality, which is not true. Our luggage was labeled FRAGILE and HEAVY in hopes the luggage would be handled carefully. A custom car piece for a show car was damaged as well as our luggage. The airlines and the baggage claim employees provide poor customer service and have not allowed us to speak to a supervisor.

  Business Response

  Date: 11/06/2024

  Message From Consumer Affairs
  11/6/2024 - Case: CN-02080725
  
  ******* **** - ***************************
  RE: Baggage Claim HNLHA46932
  
  
  Aloha ******* ****,
  
  This is to acknowledge that our office received your complaint to the Better Business Bureau. 
  
  We're sorry to hear about your baggage issue. Please note that our office does not handle baggage claims directly; these are managed by our Central Baggage Claims team. We have copied them on this email for your convenience. 
  
  For further assistance, please continue to work with the Central Baggage Claims team direcly. You can reach them by phone at ************, daily from 8:00am to 4:30pm (Hawaii Standard Time), including holidays.
  
  We appreciate your understanding. 
  
  Respectfully,
  Ms. *. ******
  Assistant Manager
  Consumer Affairs Office
  

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22519019
  
  I am rejecting this response because: we attempting to file the claim via that department and received BAD customer service.  The agent does not allow us to speak, she continually cut us off when we attempted to discuss our options. The night we landed, the agent at the airport made a statement, "either you take the money for the damaged luggage tonight or you get nothing", should have prepared us for a denial of claim. The agent is claiming our luggage was in poor condition, which it wasn't. We have attempted to speak to someone numerous times. My last phone conversation was a supervisor will call you. The agent would not provide a name of supervisor or a time frame on when we would receive a phone call.  This is why I've chosen to also file with BBB.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 11/29/2024

  Re: [NON-HA] Claim 10/8
  From CLAIMS <*************************************************************>
  Date Sat 2024-11-02 3:36 PM
  To ******* **** <*****************************>; ******* **** <***************************>
  11/02/2024
  RE: dpr HNLHA 46932
  Aloha *** and Mrs. *********** apologies for the delayed response. I was out of the office for a few days.
  Hawaiian Airlines Contract of Carriage Rule 20 section B part - E states:
  a. Inherent Defect, Poor Quality, or Unsuitability. We are not liable for the destruction, loss, or
  damage of any baggage caused by its inherent defect, poor quality, or unsuitability of
  such item(s) as checked baggage and/or the inadequacy of its packaging.
  Section B - k - x alos states:
  Exclusions from Liability. We are not liable for the loss of, damage to, or delay in delivery of any
  of the following items:
  x. electronic and mechanical items, including cell phones,electronic games, televisions,
  radios amplifiers, speakers, hearing aids, and other related items;
  The placard left in your bag by *** confirms that Hawaiian Airlines was not the only ones to
  handle your bag. Due to the reasons stated your file is denied and closed as of today
  11/02/2024. If you choose to seek further compensation with your travel or credit card
  insurance, a copy of this email should suffice.
  Mahalo,
  Molia
  Central Baggage Claim

  Re: [NON-HA] Claim 10/8
  From CLAIMS <*************************************************************>
  Date Sat 2024-11-02 3:36 PM
  To ******* **** <*****************************>; ******* **** <***************************>
  11/02/2024
  RE: dpr HNLHA 46932
  Aloha *** and Mrs. *********** apologies for the delayed response. I was out of the office for a few days.
  Hawaiian Airlines Contract of Carriage Rule 20 section B part - E states:
  a. Inherent Defect, Poor Quality, or Unsuitability. We are not liable for the destruction, loss, or
  damage of any baggage caused by its inherent defect, poor quality, or unsuitability of
  such item(s) as checked baggage and/or the inadequacy of its packaging.
  Section B - k - x alos states:
  Exclusions from Liability. We are not liable for the loss of, damage to, or delay in delivery of any
  of the following items:
  x. electronic and mechanical items, including cell phones,electronic games, televisions,
  radios amplifiers, speakers, hearing aids, and other related items;
  The placard left in your bag by *** confirms that Hawaiian Airlines was not the only ones to
  handle your bag. Due to the reasons stated your file is denied and closed as of today
  11/02/2024. If you choose to seek further compensation with your travel or credit card
  insurance, a copy of this email should suffice.
  Mahalo,
  Molia
  Central Baggage Claim
  Hours: 8:30AM - 4:30PM HST
  Phone: **************
  Email: *****************************************************************
  Web: ************************** Mail: P.O. *********************** 96820