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:04/17/2025

  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.

  Transaction Date: 02/22/2025 Ticket #: 173 ********** Summary: I signed up for the Barclays Hawaiian Airlines credit card that was advertised on the ** website for buy one fare, receive companion fare for 50% off. I booked this fare on 02/22/2025. I never received this 50% off companion fare. I have tried reaching out to HA multiple times and have been told multiple conflicting stories to the point that I am now being ignored by their billing department. I had a HA customer service supervisor, ******, tell me that it was a mistake on their end and that I should have received the 50% off companion and to patiently wait 5 business days for them to reply confirming this. He also apologized profusely for their mistake. It is now 7+ business days later and weeks later from when I initially started the complaint. I've exhausted every effort to resolve this with them amicably. Facts on this complaint:- Hawaiian Airlines is knowingly conducting in false and misleading advertisements. - I have not and continue to have not received any 50% discount as laid out in their terms of the credit card advertised on their website.- I have recorded every phone call (attached in this complaint) with their customer service team and have explicit audio proof they have admitted to their fault in this case on 04/08/2025.- HA is knowingly conducting in this misleading conduct as there are multiple accounts online from customers having the same issue with ********************** refusing to honor it's advertised terms and has failed to resolve the issue. - Their customer service team has also contradicted themselves in the same conversation, saying I received the discount already to I don't have the discount on my account multiple times.

  Business Response

  Date: 04/21/2025

  Message From Consumer Affairs
  4/21/2025 - Case: CN-02117300
  
  ***** ******** - *******************************************
  HM ********* - no email address / cc info
  HM 345853798 - email address / no cc info
  
  Aloha Mr. ********************** you for contacting the Hawaiian Airlines ***********************. We have received your inquiry, as well as a related inquiry from the Better Business Bureau (BBB).  Just for your information, we do not open recordings or downloads of .amr files.
  
  Following our investigation into your 50% companion discount and HawaiianMiles account information, we found that you currently have two HawaiianMiles accounts:
  
  *  HawaiianMiles account HM ********* is linked to your Hawaiian Airlines MasterCard; however, it does not have an email address on file.
  *  HawaiianMiles account HM ********* is associated with your email address, *********************************** and is the account used to secure reservation 6DNET9. However, this account is not linked to your Hawaiian Airlines MasterCard.
  
  According to our ******************* the reason the 50% companion discount certificate was not sent to you is because your MasterCard-linked account does not have a registered email address.
  
  Based on these findings, Hawaiian Airlines is not responsible for the fare purchased without using the 50% companion certificate. We cannot confirm what information was submitted or omitted during your Hawaiian Airlines MasterCard application process. However, we can confirm that you have two separate HawaiianMiles accounts.
  
  To ensure you receive the promotional benefits associated with your credit card in the future, we recommend contacting our HawaiianMiles ************** to consolidate your accounts. You may reach them at **************, Monday through Friday, between 7:00 a.m. and 4:30 p.m. HST. For security purposes, they will need to verify your information before merging the accounts and linking your MasterCard to the correct account.
  
  As a courtesy, our ****************** has issued a new 50% companion certificate for your use. Please note the code below and its expiration date:
  
  Certificate Code: HACARD50PKH99X2
  Expiration Date: May 31, 2026
  
  Thank you for allowing us the opportunity to respond to your concerns.
  
  Sincerely,
  ***** ***
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23219296
  
  I am rejecting this response because:

  I have reviewed the response and it is completely unsatisfactory. Firstly, I did not create 2 separate Hawaiian Miles accounts and was completely unaware there were 2 accounts until I called in to complain to your customer service department. The issue of creating 2 accounts is something for you and the Hawaiian Airlines credit card to figure out with your internal processes seeing as I have no access to these functions. 

  Secondly, your customer service team has already admitted fault for this giant mess and has stated it should not have happened on your end. I record my calls and hopefully you do as well because I have all of that audio for crystal clear interpretation so there can be no twisting of the truth or backtracking trying to shift blame, as you're attempting to do here. Should you need a copy of the call records I am more than happy to provide.

  Third, you say that I must call in to consolidate my Hawaiian Miles accounts to receive the discount. Why must I call in to fix a problem you created just to receive a promotion promised in your advertisement on your website. It seems like you intentionally create as many hurdles as possible to avoid giving the promised promotion to your customers. In fact, if you do any sort of search online you will find there are numerous customers complaining of the same exact scenario. 

  It is for all these reasons and more that I completely reject your response. I have already taken you at your word to honor your original promotion. The fact you are trying to offer me another "promise" to honor a supposed 50% fare when you failed to honor the first is completely disingenuous. Do the correct thing and fix your mistake. That is the only acceptable response.

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/11/2025

  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 applied for the promotional credit card (4/6/25) because I was planning on traveling to ****** with my family and they offered a 50% off companion code. Five days after I was approved for the credit card, I did not receive the code, I called customer service and was told I had to wait two weeks for the code to be sent to me. I went back and reread all of the terms and conditions and this is not noted anywhere, I called back and was given the same run around and an apology for not disclosing the information correctly, very unprofessional and unethical to bait and switch a new customer.

  Business Response

  Date: 04/18/2025

  Message From Consumer Affairs
  4/18/2025 - Case: CN-02120749
  
  ***** *** - ****************************
  RE: Better Business Bureau - Complaint ID: ********
  
  Aloha ***** ***,
  
  We received your case #******** from the Better Business Bureau. Mahalo for your patience while awaiting our reply. I understand that you applied for the Hawaiian Airlines World Elite MasterCard and would like to use your one-time 50% companion discount. The code should have been sent to the email you used when you applied for the credit card. If you are still waiting for the code, please let me know so I can further investigate with the appropriate departments.
  
  If you have your code, you can redeem it on the "Flight Search" page on our website. There is a "Promo Code (optional)" section where you can input your discount code. I attached a screenshot of what to look for in this email thread. When you click "Search Flights" you will be shown flight prices with the discount already applied.
  
  For written instructions on redeeming your discount and other information, please use this link. 
  For our Terms and Conditions on Credit Card Companion Discount Codes, please use this link.
  
  
  Regards,
  ***** *******
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:04/10/2025

  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.

  I booked a flight for July 14, 2024. We were unable to travel due to illness so cancelled. I was informed that I had to book a new reservation before April 13, 2025. I was given this information on 2 occasions when interacting with the airline. I called to book travel today and was informed my travel voucher had to be used for travel by April 13, 2025 NOT booking a flight by April 13th 2025. The airline uses the word book vs. using the word travel which are 2 totally different things. They said the only thing I can do at this point is request an extension of my credit voucher, which I did so I can book a flight in September. I dont want my money back, just my travel voucher extended due to their miscommunication and misinformation. I want to book a new flight. My travel voucher number is 5FCUU9. Again, I was informed on 2 occasions when communicating with the airline that I could book up until April 13, 2025, NOT travel by that date. No information was given to me at the time I cancelled stating that I had to travel by 4-13-25.just told I had to book by then. I think they are being very unreasonable to deny my extension as they already received my money a year ago, I am hoping they do the right thing.

  Business Response

  Date: 04/18/2025

  Message From Consumer Affairs
  4/18/2025 - Case: CN-02120748
  
  ***** Silk - *************************
  RE: Better Business Bureau - Complaint ID: ********
  Confirmation Code - 5FCUU9
  
  Aloha ***** Silk,
  
  We received your case #******** from the Better Business Bureau. Mahalo for your patience while awaiting our reply. I'm very sorry to hear that you could not travel originally as planned. All guests (excluding guests who hold Main Cabin Basic Tickets) who choose to cancel their reservation can use the value of their ticket as travel credit towards a future booking. This credit remains valid for a year from the date of issuance. Since your tickets were issued on April 13, 2024, your future travel needed to commence before April 13, 2025. I apologize for any miscommunication you may have received from our reservations agents. 
  
  While I can't extend your travel credit, I am willing to convert the credit into a Travel Voucher as a one-time courtesy. The Travel Voucher will be in the amount of $1063, which is the total value of your ticket and seat fees rounded to the nearest dollar. The Travel Voucher is good for a future ticket purchase with Hawaiian Airlines and must be used within a year from the date you receive it. Unlike the travel credit, you will not need to travel before the Travel Voucher expires.
  
  Please note that the Travel Voucher information, instructions for redemption,and Terms and Conditions will arrive in a separate email within 5 - 7 business days. I recommend adding ********************************************************* to your accepted email recipient list so the email is not misdirected to your spam folder.
  
  I appreciate you for allowing me the opportunity to address your concerns. We look forward to welcoming you on board again soon.
  
  
  Sincerely,
  ***** *******
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 04/18/2025

   
  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,
  
  ***** Silk

• Initial Complaint

  Date:04/09/2025

  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 requesting to be reimbursed for the amount $961.98 and the miles that were taken off of my miles account. Which was approximately ****** miles. Hawaiian booked my rental car at the wrong location and refused to change it, then told me to call a ton of different numbers to get help. Not one person helped me. I was stuck at the airport for 6 hours, then finally had to rent another vehicle due to the lack of customer service from ********************** airline representatives.

  Business Response

  Date: 04/24/2025

  4/24/2025 - Case: CN-02120750
  
  ****** ********* - **********************************
  RE: Better Business Bureau - Complaint ID: ********
  
  Aloha ****** *********,
  
  We received your case #******** from the Better Business Bureau. Mahalo for your patience as our office continues to work through our backlog. I'm very sorry to hear that you had issues with your car rental reservation and that our reservations agents could not assist you. Our car rental services are managed by our partners at Hawaiian Airlines Vacations, so I will need to forward your case to them for further handling, including their review of the circumstances described and your request for a refund. For me to proceed, please provide me with your itinerary number for the car rental reservation.
  
  I look forward to hearing from you.
  
  
  Sincerely,
  ***** *******
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:04/07/2025

  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 booked 2x seats for ****** miles for a flight on 4/11. I called to cancel my flight but I did this in error because I was trying to cancel a different flight and gave the wrong confirmation code. The representative on the phone did not confirm the date and time of the flight for me. Within half an hour, I realized the mistake and called to correct it. The representative told me that it's too late to correct the mistake. I couldn't rebook the flights because they were increased to ****** miles and I did not have enough balance to book the flight. I asked if I could have a courtesy ***** miles so I can rebook and it was denied. My friend had miles that he was not using so I received miles from him the next day. I booked 1 seat for ****** miles and I booked 1 seat for the cash price, hoping I could cancel it when I got the miles from my friend, but the price for the flight soared to ****** miles. I explained the situation via email and asked if I could receive some miles for this mistake or if I could switch my cash flight to a ****** mile flight and it was denied. I then asked if I could at least get a courtesy free seat selection for my cash flight and it was denied, they literally copy and pasted the same message when they denied me the first time despite it not being relevant to the new request. I am deeply disappointed and I'm not looking forward to my upcoming flight on Friday.

  Business Response

  Date: 04/22/2025

  Message From Consumer Affairs
  4/22/2025 - Case: CN-02120739
  
  ****** ******** - *********************************
  RE: Better Business Bureau - Complaint ID: ********
  
  Aloha ****** ********,
  
  We received your case #******** from the Better Business Bureau. I'm very sorry for the delay in our response and to hear about the cancellation of your ticket. After looking over the situation, I noticed your reservation was canceled per your request. Unfortunately, I cannot reverse or compensate for cancellations made this way. I sincerely apologize for any further inconvenience this may cause.
  
  I appreciate you for allowing me the opportunity to address your concerns. I hope we can provide you with a more pleasant experience the next time you choose to travel with us.
  
  
  Sincerely,
  ***** *******
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  

• Initial Complaint

  Date:04/03/2025

  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.

  Hawaiian Airlines says that they don't charge change fees, but if you try to change the date of your ticket, the fee for the new date is ALWAYS higher than if you were booking for the first time through the website. So, in essence, there is a change fee, but they disguise it as a higher fare by marking up the fares only for customers who are changing the flight (knowing that you have no choice vs a consumer booking for the first time who can pick any airline).

  Business Response

  Date: 04/17/2025

  Message From Consumer Affairs
  4/17/2025 - Case: CN-02120592
  
  ********* ***** - *********************************
  RE: Better Business Bureau - Complaint ID: ********
  Confirmation Code - 6GINIQ
  
  Aloha ********* *****,
  
  Mahalo for your patience while awaiting our reply. I received your case #******** from the Better Business Bureau. I'm very sorry to hear that you could not travel as planned. Unfortunately, your tickets are non-refundable, so I am unable to honor your request for a refund; however, your tickets are still valid for use. All guests (excluding guests who hold Main Cabin Basic Tickets) who choose to cancel their reservation can use the value of their ticket as travel credit towards a future booking. This credit remains valid for a year from the date of issuance. Since your tickets were issued on December 12, 2024, your future travel must commence before December 12, 2025. 
  
  When you rebook your travel, there are no change fees; however, you will be responsible for any applicable difference in airfare. Please know that we would never intend to mislead our guests, and I sincerely apologize for any misunderstanding or confusion. When you are ready to rebook, please contact our *********************** toll-free (within the **** and ******) at ************** and refer to your electronic ticket numbers, 173-2310625511, 173-2310625512, and 173-2310625513. 
  
  I appreciate you for taking the time to share your concerns with us. I hope we can provide you and your family with a more pleasant experience the next time you fly with us.
  
  
  Sincerely,
  ***** *******
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  Date:04/01/2025

  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 have not received a response since February 19, 2025, despite following up via email on March 3, 2025, and again on March 27, 2025.The issue remains unresolved, and the promised voucher has yet to be delivered (see below for a pasted excerpt from the email chain, which is also attached in full). I was the original purchaser of the airfare under ****** ********** name, and I have attached the relevant credit card statement line for reference.This complaint was initially lodged by my friend, ****** ********. I was CCd on the original email but have not received any response. As stated in the email, I was promised a reply within 57 days, yet 42 days have passed with no communication.On Wed, 19 Feb 2025 at 11:00, Hawaiian Airlines: *********************** *********************************************** wrote:Aloha ****** ********, Mahalo for reaching out to us. We appreciate your patience while awaiting our response. Please note that Jarah is no longer with our office, which contributed to the delay in our reply. As a courtesy, we originally provided a travel voucher for your non-refundable ticket that was set to expire on Februray 21, 2024. We acknowledge that the travel voucher expired on February 14, 2025, and due to our delayed response, you were unable to redeem it before it expired. As a final courtesy, we will issue a new travel voucher under ***** ********* name. The voucher will be valid for one year from the issue date, and no further extensions will be granted. The new travel voucher information, instructions for redemption, and Terms and Conditions, will be sent by email to ************************ within 5-7 business days. We appreciate the opportunity to address your concerns. As this is our final resolution to the matter, please be sure that the voucher is redeemed before the expiration date. Warm aloha,Ms. ******

  Business Response

  Date: 04/21/2025

  Aloha *****, 
  
  Thank you for your patience as we conducted a final review of your case.
   
  Our records indicate that a replacement $884 Travel Voucher, was issued to ***** ******* on February 19, 2025. Please locate an email from ************************************************* containing your Voucher information, instructions on redemption, and Terms and Conditions. Additionally, we see that the Voucher email was sent to ************************ Please let us know if you would like to update the email address on file, and our office would be more than happy to do so, with a new PIN.
   
  We sincerely apologize for the oversight and appreciate your understanding.
  
  Mahalo,
  Hawaiian Airlines, Consumer Affairs

• Initial Complaint

  Date:04/01/2025

  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.

  Needed to be back home on the 18th. Agent at airport could not help as my daughter lost her wallet & said *** would take too long. Had me call reservation number. Took 2 hours to reach ************ couldnt speak English very well. Sent me back to airport. Used courtesy phone and had operator page Hawaiian which sent me to reservation again. I have over 150+text 10 emails. I have in writing they would refund my tickets as long as I purchased two more tickets which I did for the next day flight. Missed my husbands one year memorial @ 4 pm. My daughter was distraught & crying. Incurred additional **** rides & hotel for the night not to mention the ********************** Still no refund only automated consumer complaint affairs.

  Business Response

  Date: 04/18/2025

  From: Hawaiian Airlines: *********************** (****************************************************************************************************
  To: ******************************
  Subject: RE: Re: Re: [NON-HA] Re: Message from Hawaiian Airlines, *********************** - CN-02113260
  Date: 4/9/2025 10:59 AM
  Body:
  Aloha ***** Gahler ********,
  
  We have reviewed the information and the reservation we see is 6OZNWO for flight HA75 from ********* to ******** on March 19, 2025. We see that this reservation was created on March 18, 2025. We do see that you and Kirra had occupied seats 44H and 44J on HA75 from ********* to ******** on March 19, 2025. Unfortunately, we do not see a reservation for you and Kirra departing on March 18, 2025, and unfortunately, searching through our database confirmation code 617VHW does not exist. We sincerely apologize. 
  
  However, if you have a confirmation email that shows that your departure date was March 18, 2025, we can review. Please accept our sincere apology for the inconvenience that may have been caused. We hope to have the opportunity to restore your faith in our services and provide you with a more positive experience. Until then we extend to you our warmest Aloha and Mahalo.
  
  Sincerely,
  ******* *******
  Resolution Coordinator, ***********************
  

• Initial Complaint

  Date:03/28/2025

  Type:Sales and Advertising 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 January 24, 2025 I purchased 6 round trip airline tickets for my family to fly with Hawaiian Airlines. I then contacted a service *** through their online chat session about purchasing upgraded seats. The *** proceeded to book all our seats and took payment. The total for 6 round trip upgrades was $1120. I paid with a $1000 gift card for Hawaiian Airlines and then the balance of $120 on my credit card. The *** somehow did not apply the purchase of the seat upgrades correctly, and when at the **************** getting ready to fly home, I was told that I had not paid for an upgraded seat. I tried to show the ticket agent my email receipt, but she would not look. So I had to pay for the seat AGAIN, so I could sit with my family. Once I was home, I contacted Hawaiian Air about the issue but they never reached back out. So I had to email again. They finally agreed to process the refund, but would only give it back in the form of the giftcard, even though I also paid by credit card in excess of the amount of the refund. The amount of the refund credit is $105 and I paid $120 with my credit card and $1000 with a gift card. I asked that they instead refund to my credit card and they said they would not. It was not my mistake, it was the *** that handled the transaction via the online chat. Also, I had no way of knowing ahead of time that the seat was not assigned because Hawaiian Airs online check-in was not functioning. I could not check into our flight until I arrived at the airport. I just want my credit card refunded as I do not think I will be flying with Hawaiian Air in the near future. I feel their customer service is unsatisfactory and they should have handled this without me having to file a complaint. Its not a lot of money, its just the principal of the fact that this was not my fault, it was their online ***resentative that did not do his job correctly and apply my money to the seat that was bought.

  Business Response

  Date: 04/18/2025

  Aloha Ms. ************************* you for your reply. On behalf of Hawaiian Airlines, we're sorry to hear of the negative experience you've had. The experience you encountered is not the customer service standards we strive to maintain. Please be assured that your feedback will be shared with our airport management for their awareness. We need to do better and we can only get better with feedback such as yours. 
  
  Furthermore, our system shows that the $120 paid using a credit card was applied to a seat upgrade with the tickets below that were used.
  
  173-4208820877 | ***********/Gracie HA Gift Card $90 plus $15 cc ending 3050     15H
  173-4208820876 | *********** / Emily  $105 cc ending 3050    15J
  
  Since your $90 extra comfort seat fee was collected again at the airport, the $105 amount of Gift Card applied to the extra comfort seat under your name was automatically refunded to the Gift Card. 
  
  We understand that you are disappointed with our response. However, based on the facts of your case, we consider our decision to be fair and appropriate. Respectfully, we consider this matter closed.
  
  Sincerely,
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23131209
  
  I am rejecting this response because:
  I paid for an upgrade of 12 tickets in a single transaction. (6 tickets from *** to HNL and 6 tickets from HNL to LAX) with the payment of gift card and credit card. I did not make the mistake of not applying the payment to the seat that I purchased, that was the fault of the Hawaiian Air representative. I did not ask for certain seats to be paid for by the gift card or the credit card, they were purchased as a whole in a single transaction. And the representative at the ticket gate would not even look into it for me, instead  insisted that I had to pay again.  So I had to purchase the seat upgrade a second time so I could sit with my small children on my return flight home.  And then I had to ask for a refund once I returned, since I had paid twice for this seat upgrade. They do not want to issue the return to my credit card even though they made a mistake. Out of courtesy to all the hassle with the mistake made by the Hawaiian Air representative, they should apply my refund credit to my credit card, since that was one of my original forms of payment! Its not like Im being excessive and asking for anything free, Im just asking for the refund credited back to the credit card that I used in the initial purchase and not to the gift card.  
  Sincerely,
  
  ******** ***********

  Business Response

  Date: 04/25/2025

  Aloha ********,
   
  We received your concerns from the Better Business Bureau.
   
  Wed like to assure you that experiences such as yours are very important to us as we continue to enhance the travel experience for our guests. For clarification, our records display the following transactions and date of purchase for your selected seat assignments under the reservation 27E8UA:
  173 ********** 24/01/2025 $105.00 CC*3050 (15.00)/GC2173012173019999005017 ($90.00)
  173 ********** 24/01/2025 $95.00 GC2173012173019999005017
  173 ********** 24/01/2025 $105.00 GC2173012173019999005017
  173 ********** 24/01/2025 $65.00 GC2173012173019999005017
  173 ********** 34/02/2025 $90.00 CC*2003
  173 ********** 24/01/2025 $65.00 GC2173012173019999005017
  173 ********** 24/01/2025 $105.00 GC2173012173019999005017
  173 ********** 24/01/2025 $95.00 GC2173012173019999005017
  173 ********** 24/01/2025 $85.00 GC2173012173019999005017
  173 ********** 24/01/2025 $105.00 GC2173012173019999005017
  173 4208820876  24/01/2025 $105.00 CC*3050
  Additionally, our Gift Card Team has advised us that a total of $105.00 was refunded to your gift card, GC2173012173019999005017.However, we understand that this situation was less than ideal, and in the spirit of Aloha, we have authorized a refund of $90.00 to your account 2003, for your seat fees collected in ********. We will process this request within the next 5-7 business days. Please allow your financial institution additional time to post this transaction to your account. 
   
  Malama Pono (take care).
  
  Sincerely,
  Hawaiian Airlines, ***********************

  Customer Answer

  Date: 05/01/2025

   
  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

  Date:03/25/2025

  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.

  Hawaiian Airlines is horrible. I recently became unemployed and unfortunately my daughterand l can't make the trip in April. I only have enough money for essentials, rent and food .That's all.I understand they will not refund me , but not toextendthe date one month after the creditis valid is awful. I saved two years to pay for the tickets, they were a gift to my daughterfor her birthday. Hawaiian airlines doesn't care about its customers .All they care about is money . so now we are out two tickets and no chance of my daughter receivingher gift. Awful