Complaints

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:12/17/2023

  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 purchased a ticket on Mokulele airlines for December 21 leaving Maui at 4:30 pm. They recently advised me that my flight was changed to 2 pm on the 21st and said that if that didnt work to contact them. I dont arrive in Maui until 2:30 pm. Upon contacting them they told me there are no other flights until 12/23 but they refuse to pay for a hotel because they are getting me to my final destination. I dont have the money for a hotel (min $7**). This is not the first time this has happened to myself/family or friends in the last 3 years. I would like your input on how to proceed with this problem. It is making it impossible for me to live on Molokai. Confirm #**FSUQ

  Customer Answer

  Date: 12/17/2023

  The dispute has been resolved and an additional flight has been added on the day requested. 

• Initial Complaint

  Date:11/13/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 was informed that the ticket I purchased for my sister *********************** was cancelled and she was unable to return to Maui tonight due to her flight being cancelled. I was informed after I returned from Kona that she was still stuck there; she is sick with a terrible cough and is disabled. I cant believe that no one reached out to her to inform her of the flight cancellation. I spoke with a reservation rep by the name of *********************, who is supervised by ***********************. She was rude and insensitive to the situation. She refused to tell me anything until I got Bedushia on the other line, and then she still continued to be rude and refused to put me through to her supervisor. This company's lack of competency should be reprimanded, and they should be fined. I waited 45 minutes and still the supervisor did not come on the phone. I am contacting the better business bureau and filing a complaint. I am also contacting Capitol One as I made the reservation through Venture X, I will be informing them of The lack of aloha and inability to inform us of cancellation is an issue that warrants resolution with the BBB. I am requesting a call back at ************ Thank you, ***************************

• Initial Complaint

  Date:06/19/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Mokulele texted the day before to tell me that they had rescheduled the first leg of a two leg trip to leave at 8:00 AM, two hours later than the advertised departure time. My second leg had been scheduled to leave at 7 AM, obviously, this was not going to work. I wrote to the customer ********************** to try to reschedule. Customer ********************** told me to call ticketing. Ticketing checked, and there were no more flights available that day, which meant that I was unable to get to my destination, and unable to go to work, resulting in lost wages of over $350 for that day. This exact same situation has happened to me more than 15 times in the last two months (I commute weekly round trips for work, out of my own pocket). There are no other airlines that service the area I commute to. This is very common with Mokulele. Customer ********************** tells you to call ticketing, ticketing tells you to call customer ********************** and in the end, the traveler gets screwed. I should note that the people at the call-center are extremely professional. Its not their fault that the company cant get their act together. Seems like what must be happening is that they are advertising way more flights than they can actually provide. In any case, I am seeking compensation of $350 voucher for this lost work time.

• Initial Complaint

  Date:05/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 fly Interisland on a weekly basis for work. Unfortunately, Mokulele is the only airline that services the small community where I work. Over the past six months, Mokulele has canceled, rescheduled, or delayed at least 15 of my flights by more than two hours. Frequently flights are canceled with no notice given. Cancellations, rescheduling, and delays are not only related to weather. Frequently, it is plain to see that Mokulele is combining flights to save money without regard to the schedule they had promised their customers. Often they will reschedule the second leg of my flight so that its leaving before the first leg! All this adds up to dozens and dozens of hours spent on the phone, trying to reschedule my flights, waiting in small airports with no food, having to fly **************** routes to other islands to try to get back to where I was supposed to go. Not to mention missing many hours of work and taking home a smaller paycheck, as well as spending many unplanned hours and even full nights away from my family. None of this is news to people who fly Mokulele regularly, but in what other business can you fail over and over again to provide the service that you have advertised and yet still get paid full price? This is why people and Molokai are referring to it as.Moku-delay-le.

• Initial Complaint

  Date:05/19/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Using Mokulele Airlines, I planned a trip for my parent to visit and see their grandson graduate from high school. The flight was booked 1 month before the trip. Mokulele sent a email, that the flight had been rescheduled 12hrs before the booked flight while my parents where already In route. I am out $7000 some odd dollars. People are being scammed and I am requesting compensation or to be made whole.

• Initial Complaint

  Date:05/05/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased flights for myself and 2 friends from Mokulele airlines to travel from JHM-*** roundtrip March 31- April 3 2023, The flight cost was $173 per ticket and was chosen because of proximity to my home in ******* (around 15min drive to *** Airport). 9 Hours before the flight the airline cancelled our outbound flight to *** and assisted in rebooking ** via Southwest Airlines out of *** airport (a 45min drive from my home). The same happened for our return flight from ***- the flight was cancelled within 12 hours of departure and we were rebooked onto Southwest Airlines- needing to find our own transportation back to ******* (around a $60 uber ride). My problem with all this is that I paid $173 per ticket, a premium, to fly out of the closer *** airport. Mokulele Airlines then rebooked ** onto 2 southwest flights totalling $106 per ticket out of an airport 45 mins away. If I wanted to fly out of *** I would have just booked it myself. In addition- I was on the hook for the transportation costs to and from the airport which would not have existed to the *** Airport. I am seeking the difference in ticket price between the cost they spent on my flights and the cost I spent on my flights. I spent $173 for 3 tickets ($519 total), and they spent $106 for 3 tickets ($318 total), in which I would like a total of $201 refunded to my card. There will be no loss to them as it is just taking back what they paid for my flight. They will also try to state that this was an Expedia booking so they have no responsibility- but my credit card charge was direct to **************** (Mokulele Airlines) so Expedia has no money to refund. I have attached the Southwest Airlines Bill and itinerary (the amount Mokulele paid) and the **************** itinerary (the amount I paid). I have been told my the airline no refund will be given and appreciate your assistance.

• Initial Complaint

  Date:04/05/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Service counter agent Mokulele Airlines Molokai We have no name..Morning agent Short heavy set local female..Needing my container that was shipped from Maui to Molokai.Extremely Rude agent..Very short temper..we realize that help is difficult but that girl should not be a representative for Mokulele Airlines..We both are Pasters working on the island and very appauled with the additude with that agent..Trust me please we never complain about no one ever, but this needs to be addressed..Blessed is the Lord..Please respond..Thank you..***************************

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  3.15.23- Mokulele Airlines sent me to a remote vacant airport at night (no agents present and no other passengers) and then stranded me there WITHOUT telling me that my flight was canceled! This culminated the second day of them canceling my flights without prior notice! Furthermore I asked customer ********************** if there was flight coming to Waimea and they said yes its inbound. I told the customer ********************** woman- she better start calling people cuz there was no ground crew present, there was only myself and a security guard at the airport. The plane flew overhead twice and then went to Kona. I was mortified that they would send me to an empty airport!!!!!! And then leave me there at night to figure things out on my own. No plane ever came (probably because I informed them there was no ground crew). Then they pressured me to get to BACK to Kona if I wanted to fly out to Maui.3.14.23. & 3.15.23 - Mokulele Airlines canceled my flights leaving me to rectify the situation on my own. 3.14.23- I missed an entire day of meetings due to my flight to Waimea being canceled. I was rerouted to Kona which cost me time and money to get back to Waimea and pick up my car resulting in further delays to my schedule. When I landed in Kona they informed me that my flight out of Waimea the following day was still listed as scheduled, but that it would be unpredictable whether it would take place. 3.15.23- I called Mokulele (from Kona) to verify that my flight from Waimea to ******* that night was still scheduled. I was told that it was, yet they couldnt guarantee it. I was told that if for some reason it needed to be canceled that I would be rerouted to Kona. I was already in Kona and I asked them to just change me to a flight out of Kona to ******* so I could be guaranteed a flight back home. They told me they couldnt do that and that I would need to report to Waimea (the site of my originally booked flight) since the Waimea flight was still listed as active.

• Initial Complaint

  Date:11/10/2022

  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.

  My wife booked me a flight to meet her on a neighboring island she works on after a deployment. When I boarded the plane they stated I was going to lanai. When I got off the plane I heard my name being called and i asked why I was being called if I dont return to ******** till the next day. The individual shrugged and walked away. I then began looking for my ride and discovered they were no where to be found. We then deduced that something was wrong. I was on the island of molakai not lanai. I tried to rectify the situation with the front desk and was refereed to costumer service. Costumer service then had me pay $25 to get a flight back to my starting point of ********. At no point during the check in process was I told there was a layover, I did not know I was on the wrong island when my plane left, and all I asked was to be taken to lanai. They were unwilling to get me to my destination and even made me pay additional fees to get back to my starting point. I am distraught that it costed me additional money to get home and that I took a day off work and paid for airport parking to be stranded on the wrong island. I was looking forward to a solo evening with my wife after a deployment and was unable to get to my destination. In addition, I was unable to get a rain check. I have reviewed correspondence and asked multiple individuals if they would have noticed their discrete labeling for a layover on the ticket and everyone confirmed that they did not see it till I pointed it out. They denote a layover by a small black plane Image beneath the ******** to Lanai writing. All I ask is for a voucher to fly to lanai on another date so I can enjoy an evening with my wife.

  Business Response

  Date: 11/15/2022

  Aloha **************
  Thank you for patience as we investigated your concerns.
  The confirmation you attached clearly states the flight is booked via MKK (Molokai) and you also mentioned our customer ********************** agent in Molokai did page for you.  
  In further investigating your concerns, your connecting flight was the last flight to Lanai for that day. To avoid being stranded on Molokai overnight, the only option was for you return to ********.
  When booking via our website, flights are clearly noted/marked as a direct flight or a flight with stops. It is the responsibility of the booking party to ***** all flight information to the traveling passenger. Mokulele Airline shall not be responsible for any additional expenses Passenger may incur because the passenger missed their flight.  
  Please know Mokulele Airlines / **************** values your business and strives to provide excellent customer **********************. In our pursuit to do so, I have issue you a courtesy voucher #************* for $25.00 for the change fee assessed when rebooking your flight back to ********. This voucher may be used for any future flight.  I thank you in advance for your understanding.

  *************************;

  Customer ********************** Manager

   

  Customer Answer

  Date: 11/16/2022

   
  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,
  
  *******************