ComplaintsforHawaiian Airlines, Inc.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Flight Tickets were purchased in 2023 for a vacation but had to be cancelled due to the fires on Maui. Hawaiian Airlines told us not to cancel our trip because our dates were more than 30 days out of the fire. We had to cancel because we could not financially afford it anymore (lodging was going to be free before the fires). Finally got credits after a back and forth with them and all I want to do now is extend the credits expiration so I can plan a trip to use them but they said I have to wait until the credits expire to request an extension. If Hawaiian Airlines wasn't so limited in flight locations I could have used them to visit family in ********* or ********** by now.

  Business response

  07/21/2024

  Message From Consumer Affairs
  7/21/2024 - Case: CN-02054971
  
  *********************** - **********************
  Confirmation code: 52MSTU
  
  
  *****************************,
  
  This is to acknowledge that we received your complaint to the Better Business Bureau.
  Im sorry to learn of the challenges youre experiencing in trying to get your tickets extended. As **** mentioned in her response to you on July 12, 2024, the tickets are set to expire on July 25, 2024. Unfortunately, our system does not allow us to extend expiration dates.
  Based on your situation, and as a one-time exception and courtesy, I will be issuing both you and ******* a $921.00 travel voucher each, which can be used towards a future flight on Hawaiian Airlines. The travel vouchers will expire one year from the date issued. However, please note that you can book travel up to 330 days in advance.
  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.
  
  Thank you for your understanding and continued loyalty to Hawaiian Airlines. 
  
  Respectfully,
  ********************
  Assistant Manager
  Consumer Affairs Office
  
  

  Customer response

  07/22/2024

   
  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,
  
  ***********************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Im a student and purchased an airline ticket from ***** to ************* from Hawaiian Airlines to return from my study abroad. Had to purchase July 21, 2023 to prove I had a return ticket for ************* in July. Flight was Dec 21, 2023. Flight time was also changed by HA and did not match end of school date and time. Hawaiian issued a credit, good for one year. Called them up July 10, 2024 and attempted to use credit and they said travel had to *start* within a year. They cant (wont) work with me on this. $717.95 is a lot of money for a student. Its as if I paid $717.95 to a business and they said well youre out of luckthem not providing any service or product to me. Unethical and I feel like Ive been robbed. I will reluctantly accept a credit into the future, however, again being a student a refund would be best.

  Business response

  07/12/2024

  ****************************,
  
  Thank you for your patience with our response to you. We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. 
  
  All nonrefundable tickets are valid for one year from the date of issuance and we see that it is set to expire on July 19. In recognition of this, we'll be issuing you a Travel Voucher in exchange for the ticket amount, good for future travel with us. Please note that your $717.95 Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 7-10 business days. We recommend that you add ************************************************* to your accepted email recipient list so the email is not misdirected to your spam folder. 
  
  The 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 www.HawaiianAirlines.com, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Hawaii Airlines Customer Service,I hope this message finds you well.My name is **** Le, and I am writing to express my disappointment and concern regarding a recent experience with your airline. My Hawaii Airline Miles number is *********, and my flight number is HA43 from ************ to **** on Sunday, June 30.I paid $198 for an upgrade to extra leg room for both myself and my friend, and we were assigned seats in row 16. However, upon arriving at the gate, we were informed by a gate agent that these seats had already been sold out, despite having received a confirmation email for the upgrade. When I presented the confirmation email, the gate agent, particularly one lady, was unresponsive and dismissive, asking if we wanted to board the flight or not in a manner that I found very unprofessional.As a frequent traveler and a businesswoman, I generally choose to fly with United Airlines and Southwest Airlines. This was my first experience with Hawaii Airlines, and it has left me very disappointed.Given the inconvenience and distress caused, I would like to request the following:1. A formal apology from upper management regarding this incident.2. A full refund of the $198 paid for the upgrade that was not honored.3. An upgrade to a higher class for my return trip tickets, for which I have already paid for an upgrade as well. If I do not receive a response or satisfactory resolution, I will be compelled to contact the ********** of ************** and the Better Business Bureau (BBB) to file a formal complaint or ********** of ************** Thank you for your prompt attention to this matter. I look forward to your response.Sincerely,**** Le

  Business response

  07/01/2024

  RE: 3NJUO8
  
  Aloha **** Le,
  
  We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your seat assignments to ********* We understand that you reserved your seat assignments before departure and expected to have those seats.
  
  It certainly feels like we're not upholding the values at Hawaiian Airlines and providing you with the ho'okipa our guests expect and we should deliver. We appreciate and value all of our guests and should make them feel that they are appreciated. Clearly that didn't happen with how your reservation was handled. We need to get better and have shared your experience with our *********************** Managers for their review.
  
  In recognition of your new seat assignments, we'll be refunding the two upgrades for flight 43 back to the card used for payment. We will make every effort to process refunds within seven business days. The refunds will be reflected on your next credit statement.
  
  As a goodwill gesture for the inconvenience, we'll be issuing each of you a $100 Travel Voucher good for future travel with us. Please note that your Travel Voucher information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 7-10 business days. We recommend that you add ************************************************* to your accepted email recipient list so the email is not misdirected to your spam folder. 
  
  The 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 www.HawaiianAirlines.com, and intended for a ticket on a future flight at prices established by the applicable ticket type and class of service. 
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hawaiian Airlines has made it so hard to find past credits and use them to book flights. It used to be in our online portals and would even ask us if we would like to apply them at check out. You have to have all the information such as date traveled and ticket numbers and such. So it can be found but you have to go find all the other info. I called thinking I could get assistance from their customer service **** and they told me they cannot assist me without all of the information. So if I cannot find the past information, or if I accidentally deleted it, I guess Im out of luck and lost my money. Im highly disappointed at their lack of transparency and Im guessing this is a way for them to keep our money.

  Business response

  07/01/2024

  *******************************,
  
  We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your web experience. 
  
  Guests attempting to exchange an unused ticket for future travel must provide the unused ticket information when calling our Reservations Department. From there, an agent will apply the ticket value towards your new flight. All tickets are good for travel up to one year from the date of issuance. To retrieve any valid trip, please enter your information under our My Trips page. All past dated flight information can be accessed in HawaiianMiles. Receipts are available up to 3 months after your date of travel or date of purchase.
  
  Guests attempting to redeem a Travel Voucher, normally issued for a flight delay at the airport or compensation from ************************ can redeem the Travel Voucher by following the instructions here. 
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  

• Initial Complaint

  06/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello,On May 28, 2024, I purchased a set of 4 refundable, main cabin (not the "saver") tickets from the Hawaiian Airlines (confirmation number = 52YR6F, each ticket = $331.64 or total cost of $1,326.56) using a set of 4 Hawaiian Airlines travel vouchers (each voucher = $330.00 or total voucher credit = $1320.00) and my credit card (each ticket was charged the remaining balance of $1.64 or total charge of $6.56). On May 30, 2024, I found out that two of the travelers would not be able to travel so I canceled the trip on the same day. My credit card was refunded immediately, but my travel vouchers were not. I contacted the Hawaiian Airlines customers service team a couple of times during the week following the trip cancellation to get more info, but was told to wait 7 to 10 business days to get the vouchers back. On June 11, 2024, I called the Hawaiian Airlines customers service team again for potential escalation and found out that the my travel vouchers had been expired between my trip cancellation date (May 30) and my last call to the Hawaiian Airlines customers service team (June 11, Case Number = CN-********) and they would not be refunded. It did not seem fair to get my travel vouchers expired while waiting for the travel voucher refund, and the Hawaiian Airlines customers service team representative seemed to agree; I was told to submit an online request for refund. I submitted the online refund request form on June 11, 2024 (and again on June 18, 2024), but I have received no response or no confirmation that the Hawaiian Airlines have received my request. I have contacted the Hawaiian Airlines customers service team, but have been repeatedly told that they could not help and my option was to simply fill out the online form again. As of this BBB submission (June 30, 2024), I have not heard anything yet so I am submitting this request to see if this would help. Thank you for your time and consideration.

  Business response

  07/02/2024

  Message From Consumer Affairs
  7/2/2024 - Case: CN-01908237
  
  ***************** - ***********************
  HONG/****/*****/******/******
  
  Aloha ************,
  
  The Hawaiian Airlines *********************** has received your inquiry from the Better Business Bureau (BBB)  regarding the canceled reservation 52YR6F and the refund request for your tickets.  We see your tickets were refunded; however, the $330.00 Travel Vouchers you used for the tickets were not reissued.
  
  We are issuing you each a new $330.00 Travel Voucher, good for future travel on Hawaiian Airlines. Please note that your Travel Voucher, instructions for redemption, and Terms and Conditions will arrive in a separate email within 5 - 7 business days.  We recommend adding ************************************************** to your accepted email recipient list so the email is not misdirected to your spam folder.
  
  Sincerely,
  ***********************
  Hawaiian Airlines

  Customer response

  07/02/2024

   
  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,
  
  *****************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of transaction: 06/25/24 2 round trip, main cabin refundable tickets were purchased flying out of *** to ********. I requested a refund on the tickets, and was denied. The representative stated there were 'restrictions' on my ticket. But my email confirmation states no restrictions, and it states the tickets are refundable. Hawaiian Airlines policy on their website also states that the Main Cabin Refundable tickets can be refunded if requested within 24 hours. I made my request for a refund within the 24 hour time limit. Yet my refund is being denied.

  Business response

  07/01/2024

  ************************* - *************************
  RE: 5PGI9C
  
  Aloha *************************,
  
  We've received your message from the BBB. On behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. As customers, you're our valued guests so there's never an acceptable excuse when you receive poor service. 
  
  While your original ticket fare rules from your purchase in February advised that the tickets are nonrefundable, as a one time courtesy, we'll be processing a refund of your reservation back to the form of payment. We will make every effort to process refunds within seven business days. The refunds will be reflected on your next credit statement.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer response

  07/01/2024

   
  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,
  
  *************************

• Initial Complaint

  06/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  7/29/2023 Flight got cancelled to ******* due to staffing issues. Said we would be reimbursed for car rental and hotel. Emailed twice for reimbursement never heard anything back. Flight ticket number 35Q7J3.

  Business response

  06/28/2024

  From:************************************************************************
  Sent:6/28/2024, 5:03 PM
  To:******************************
  Subject:RE: [NON-HA] Re: Hawaiian Airlines CAO - Case No.: CN-01956164
  
   Aloha Christian, 
  
  You're welcome. Please note that we received your complaint submitted to the Better Business Bureau (BBB) today. We will respond to the BBB to inform them that your matter has been resolved. 
  
  Mahalo!
  
  From:******************************
  Sent:6/28/2024, 8:02 AM
  To:************************************************************************
  Subject:[NON-HA] Re: Hawaiian Airlines CAO - Case No.: CN-01956164

  Sounds great thank you very much for the help ! 
  
    Sent from Yahoo Mail for iPhone  
  On Friday, June 28, 2024, 10:58 AM, Hawaiian Airlines: *********************** <************************************************************************> wrote:
  ************************,
  
  Thanks for providing the requested information.  Please allow approximately 20 business days for the $669.18 reimbursement to get processed to your account.  If you don't see the deposit after this time, please let me know so I can follow up with our accounting team.
  
  Yes, 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.
  
  I appreciate your continued patience and cooperation in this matter.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer response

  06/28/2024

   
  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,
  
  *************************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I flew from ************************ (LAX) airport to ******************************************************** with Hawaiian airlines. I paid $75 to have my surfboard transported one way and the boards value is $1,600. The board was wrapped in bubble wrap, cardboard was placed on the nose and tail for protection, it was all taped with heavy duty packing tape, and placed inside a cushioned protective travel surfboard bag. The Hawaiian Airlines representative at LAX assured me the board was packed perfectly and there would be no issues. Baggage handlers extensively damaged the nose and 4 areas on the rails. My wife and I saw the board thrown out from the oversize luggage area. If the surfboard is not fixed water will leak into the foam and completely destroy the board. The board was almost in perfect condition before traveling with Hawaiians Airlines and I have videos and pictures to prove it. I was told by a Hawaiian Airlines baggage handling representative to send emails with pictures to ********************************** and call ************. *** sent multiple emails with pictures of the damage sustained along with pictures demonstrating how the board was packed and protected. Hawaiian Airlines refuses to return my emails or phone calls and has not been pleasant on the phone. Now Im extremely worried about bringing my board home on the return flight and there is no way for me to communicate with the representative. I request compensation for damaged sustained and Hawaiian Airlines to communicate with me.

  Business response

  06/27/2024

  Message From Consumer Affairs
  6/27/2024 - Case: CN-02050700
  
  ************************* - ******************
  
  ****************,
  
  Mahalo for your patience as you were awaiting our response.  Our office acknowledges receipt of the complaint that you filed with the Better Business Bureau (BBB).
  
  Were sorry to hear about the damage to your surfboard.  To resolve your issue, we have forwarded your case to our *********************************** and their manager for review. If you would like to follow up on the status of your case, contact *************** Services directly at ************ daily from 8:00 a.m. to 4:30 p.m. (Hawaii Standard Time), 7 days a week, including holidays.
  
  I appreciate the time that you've taken to contact us.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

  Customer response

  06/27/2024

   
  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. However, I've been unable to find a professional who can fix my surfboard in the vicinity where I live. If I'm unable to get my surfboard repaired it may need to be replaced at the full value which is around $1,600. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted customer service to change my flight to the next day and was told they had a flight available for me at no extra charge. I moved forward with rebooking my flight and altered all my travel arrangements irreparably. Then I got the confirmation email stating they had only moved my flight to a later time the same day. I alerted the agent who then said they only had first class seats available on the flight the following day and I would be charged $94. I wouldnt have changed all my travel plans having known this. They apologized for the mistake but said the fee could not be waived. I would like to be refunded for the misinformation and inconvenience. Reservation Confirmation 5EGMPZ

  Business response

  06/24/2024

  *******************************,
  
  Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. 
  
  It certainly feels like we're not upholding the values at Hawaiian Airlines and providing you with the ho'okipa our guests expect and we should deliver. We appreciate and value all of our guests and should make them feel that they are appreciated. Clearly that didn't happen with your how your reservation was handled. We need to get better and we'll only get better with feedback like yours.
  
  For the error, we'll be refunding the $94 fare difference 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,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought 3 comfort seat ticket seats on Hawaiian Airlines on my outbound flight, flight #5MQP22 and 5MM64G on 6/12 upgraded to business class on our outbound flights using miles on 6/14. Since I upgraded, I wanted to use my extra comfort for my return flight instead. I understand the cost for extra comfort is non refundable when i made the upgrade but was told I could email Hawaiian Air COA which I did. The response I got was that the cost is non refundable and non transferable and to refer to their terms and conditions. I dont understand why Hawaiian Airlines cant make this accommodation and be flexible with their customers. Extra comfort seats are charged separately from the fare of the flights so not sure why we cant use it on the return flight. Again, I wasn't asking for a refund but to simply change it to my return flight. It seems to me that the their fare rules and terms are strictly unjust.

  Business response

  06/18/2024

  RE: 5MQP22, 5MM64G 
  
  *******************************,
  
  We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your reservations experience. As customers, you're our valued guests.
  
  Unfortunately, our Extra Comfort seats are nontransferable and only for the flight purchased. We recognize your frustration with our policy and have shared your feedback with our *********************** Managers for their review. 
  
  In recognition of your upgrade on flight 827, we'll be refunding the three Extra Comfort upgrades back to the card used for payment. We will make every effort to process refunds within seven business days. The refunds will be reflected on your next credit statement. 
  
  Thank you for choosing Hawaiian Airlines and we look forward to welcoming you on board.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  

  Customer response

  06/18/2024

   
  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,
  
  *************************

*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. ↩