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Business Profile

Aircraft Charters

Blue Hawaiian Helicopters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Aircraft Charters.

Complaints

This profile includes complaints for Blue Hawaiian Helicopters's headquarters and its corporate-owned locations. To view all corporate locations, see

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Blue Hawaiian Helicopters has 7 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:11/08/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 August 7, 2022 I called and made a reservation for the Kauai Eco Adventure Helicopter Tour for a friend, my spouse and myself for October 27th. When I made the reservation information was secured including asking for the weight of each of us. Nothing was mentioned at this time that if any of us weighed more than 250 lbs there would be an extra charge. I guessed at all of our weights. I received an email confirmation and no where on this confirmation did it say anything about there being an extra charge for passengers over 250 lbs.Closer to our departure from Georgia to our trip to ****** I called and left a message confirming our reservation. Someone called back leaving me a message, confirming our reservation. On 11/8/2022 I received an email confirmation that had a bold printed message stressing the importance of providing accurate body weights. Still no mention that if a passenger is over 250 lbs there is an additional charge. I called on 10/26/22 to provide more accurate weights and was told at that time there would be an additional cost due to my spouse possibly weighing more than 250 lbs. We could not cancel the reservation without being charged the cost of the flight due to it now being less than 24 hours. We arrived on 10/27/22 for our flight and weighed in. My spouse weighed in over 250 lbs and were charged the extra cost. I asked to speak to a supervisor and spoke to someone and refused to do anything to resolve the issue. This was my husband's birthday and his birthday gift was this flight. He was embarrassed versus enjoying this experience upsetting us all. I feel this business is hiding important information to customers and capitalizing on not providing full disclosure and using a potentially sensitive aspect of our humanity when doing so.

      Business Response

      Date: 11/28/2022

      Please accept our sincere apology for the confusion regarding Blue Hawaiians Comfort Seat.  Our comfort seat policy states that any person 240 pounds or more will be assessed a Comfort Seat Charge per person which is 50% of the general seat cost.  This is for both comfort and safety for our guests and the tour. The booking was originally made for the guest in question of 215 pounds.  At time of check-in, the guest weighed 250 pounds.  While the policy was explained over the phone, we realize that our oversight was not listing clearly on the confirmation email. 

       

      We will be reaching out directly to the guest to confirm refunding the comfort seat charge. 

      Customer Answer

      Date: 11/29/2022

       
      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,

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

    Blue Hawaiian Helicopters is NOT a BBB Accredited Business.

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