Reviews

This profile includes reviews 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

Review Details

• Review fromCarla H

  Date: 06/13/2023

  1 star
  In June 2022 my husband, baby, and I were bumped from a flight on our way back from my father-in-law's funeral. As an apology, Hawaiian Airlines gave us $3000 in Paper travel vouchers. In Feb of 2023, we decided to use the total amount of the voucher for a family trip. Unfortunately, the process to claim the vouchers was outdated and involved purchasing the new trip using a credit card, sending the paper vouchers through the mail to ******, and waiting for reimbursement. However, we have only received $893 out of the total $3000, leaving ** significantly out of pocket. Despite calling 11 times and sending multiple emails and complaint forms, we have received no explanation or response.Customer service is redundant and the whole company comes across as a scam.

• Review frombrad n.

  Date: 06/02/2023

  1 star
  I have the ** Mastercard. I am not supposed to pay any baggage fee. However. I was not allowed to drop of my luggage (one bag) without paying. Both inbound and outbound flights. Service at the Flight desk was non-existant. I have spent hours on the phone and on-line trying to get my refund. It has been several weeks and no response.

• Review fromBrian B

  Date: 05/15/2023

  1 star
  A few weeks back a couple of local news stations aired a story of a Mokulele Air passenger that went through that horrifying flight experience with Mokulele Air and how Mokulele owned up to the incident and compensated their passenger for going through that terrifying experience. A couple of weeks (4-23-23) prior to that Mokulele Air incident we were on a Hawaiian Air flight from ******** to ***** and experienced the same thing. Unfortunately, no one in our family got it on video. I think we were so scared and in shock of what was happening. Hawaiian Airline have done nothing to own up to the incident that all of the passenger (totally full plane) had gone through. I reached out to Hawaiian Airlines via email a few days after our incident with no response. After a couple of weeks I sent this letter to the Hawaiian Airlines President * *** with no response or acknowledgment. Hawaiian Airlines is ******* air carrier, its the airlines that represents ****** and its people. But its actions doesnt look like they care about the experiences their passengers go through especially the bad ones. I've racked up nearly a million Hawaiian Miles, just shows how much loyalty we have to Hawaiian Airlines. Really disappointed with the lack (none) of response and caring they have shown throughout our terrifying ordeal. Losing a jet engine during takeoff and loud grinding noise in the cabin for a few minutes while the plane is trying to climb but is obvious struggling to get to the cloud is not something someone can take easily at that time. The plane couldn't even make it to above the clouds. Needless to say we were scared of dying and prayed for our safety.

• Review fromDarlene L

  Date: 05/12/2023

  5 stars
  I love this airline that represents ******. The employees are helpful and work with much *****. They employ many of my neighbors, friends, and family. I love how they are a conscientious member of our community. I fly them as much as possible.

• Review fromLisa M

  Date: 05/02/2023

  1 star
  Absolutely horrible service, on hold for 1 hour and 14 minutes, issue is not resolved at all. Asked to speak to someone that knows more about my transaction, no one came on the line to help. Someone kept checking to see if I was still on the line, saying over and over again that HA flight charges change often, I should just pay the extra $25 if I want this flight. No one ever completed my transaction or sent anyone to the phone that could help figure this out. Trying to use a HA credit of $232 for a flight online costing $102 to Maui for the day. Operator quotes $257 dollars for the same flights, seats, day, everything the same. Says I owe them $25. No thank you-I booked the new flight for $102 and kept my credit for another day. I only have so much time to sit and wait on the phone, asking for the same thing over and over. FYI -I am a member of the Hawaiian Airlines Pualani Gold, doesn't make a bit of difference though. Shady business practices, slow, uninformed, untrained customers service staff, no respect for their customer's time or hard earned money. We'll be looking for alternative airlines to travel with from now on. Too bad, Hawaiian used to have so much ALOHA! That's not the case any longer. I really didn't even want to give one star on this review, but you have to. I hope that ***********************, CEO of Hawaiian Airline reads this review and all the others left by unhappy and frustrated customers.Thank you.

• Review fromBrooke F

  Date: 04/22/2023

  1 star
  WOW WOW WOW - what has HAPPENED to this airline!!! Whomever did their system upgrade should be FIRED. I have tried for THREE days now to book flights using CREDIT (so we have already PAID them money!!!) for a trip we had to cancel due to a family emergency. I haven't been able to get ONE SINGLE PERSON on the phone who doesn't just freaking disappear about 20 mins. Yes, 20, 30, 36 minutes has been my AVERAGE time to even get THROUGH to them. Once I get someone on the phone then they just go away - they are definitely NOT ************ me they are multi tasking it's so obvious. I just need to get a flight booked. At this point it's been so bad that I am almost willing to throw away the $330 credit just to NOT have to deal with their phone systems. I am not even kidding. It's so freaking awful. Definitely making me very nervous for our actual trip - thankfully I got smart this time and we are doing the Big Island FIRST so that on our return trip we won't have to worry about not making it back to Oahu in time for our flight back to the **. My GOODNESS!

• Review fromConnie C

  Date: 03/30/2023

  1 star
  My family was in Maui in February and Hawaiian Airlines canceled our flight home just hours before our flight due to a plane maintenance issue. We spent over 2 hrs on the phone trying to get a new flight home. Because the customer service agent was so slow, seats we had identified for the rebooking were taken up by other people, again and again. We were finally transferred to a manager who was able to find us a flight 2 days later, to fly to another island, and then home. Due to the delay, we had to cancel 6 appointments at home, some that still have not been able to be rescheduled to this day due to limited availability. We were not offered any accommadation or meal support for this delay. I called Hawaiian and they had me submit a customer support ticket - it's been over a month and no one has even reached out. The most ridiculous customer service experience ever - how can anyone trust this business? Can someone please reach out to me?

• Review fromGeronima P.

  Date: 11/07/2022

  1 star
  Making changes on flight from *********** to ******** O/W is too excessive charged on my Amex $1,440.00 for my daughter and grand daughter, theres a word for it called gouging. My daughter paid 2 seats R/T tickets from ***/***/*** with Hawaiian Airlines, but she made some changes due to unavoidable circumstances.

• Review fromKristie N.

  Date: 10/26/2022

  1 star
  Horrible service! They lost our ***************** flights making us late and miss 2 connecting flights. When we called 3 days in a row to try and locate our luggage we were on hold 12 hours each day and did not talk to anyone. Beyond super frustrating and unacceptable!

• Review fromGreg F

  Date: 10/19/2022

  1 star
  HawaiianAirlines app for flight check in has been not working, for over 2 weeks. I have flown 6 segments, in the past 2 weeks and the app doesnt allow me to check in. The app sends me an error message and instructs me to check in with an agent at the airport. I have contacted customer service at ********************** and received an apology for the inconvenience and they will have their Web check in department, look into it. Why does Hawaiian Airlines offer a service, that does not work? I am asking the BBB to look into my complaint and see if they can get Hawaiian Airlines to FIX THE PROBLEM. The agent at the airport acknowledged to me, that this is an ongoing problem.