ComplaintsforHawaiian Airlines, Inc.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After making the following complaint in person and through their customer service portal we have heard nothing back from Hawaiian Airlines. The in person complaint to an apparent manager (she claimed to be a supervisor in the service desk in the terminal in ****) was met with what came of as indifference as if the incident did not matter. The following is an explanation of the incident:Subject: Complaint Regarding Check-In Experience at HNL Dear Hawaiian Airlines Customer Service,I am writing to express my profound disappointment with the check-in experience I encountered today at the First Class check-in line at ****************************** (HNL). The agent, ********************, greeted me with an indifferent What do you want? It looks like you already have your boarding pass. This statement alone was quite surprising and unwelcoming.I explained that we were having trouble printing our checked baggage tags at the kiosk. Ms. ******* asked how many bags we were checking in, to which I responded nine, including a car seat. We had already printed three tags at the kiosk but needed the remaining ones. When Ms. ******* finished printing the nine tags, she noticed the pre-tagged bags and sarcastically remarked, It would have been nice if you would have told me you had these tags before I printed them. I apologized, not realizing it would be an issue. She then rudely said, You put them on wrong, and proceeded to rip the tags off in frustration. She placed the new tags on the bags and flung them behind her with apparent disregard.My mother-in-law, who was seated 50 feet away due to a fractured foot, observed that Ms. ******* seemed to be having a bad day based on her body language. This treatment was extremely upsetting, and it took considerable restraint not to address her disrespectful and mean behavior. I have never felt so belittled.My mother-in-law, who usually receives wheelchair assistance, was so upset by the disrespectful treatment that she walked.

  Business response

  08/12/2024

  ******************,
  
  Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, I would like to sincerely apologize for the distressing and below expectations service you received checking in at ********. We understand how important it is for our customers to have a smooth and enjoyable travel experience, and we deeply regret that we fell short of meeting your expectations.
  
  I am truly sorry for the unclear instructions and the rude behavior exhibited by our employee, ******, at the baggage drop-off. It is completely unacceptable for any of our customers to be treated in such a manner, especially in front of their loved ones and fellow passengers. We understand the embarrassment and distress this must have caused you and your family, and we deeply regret the negative impact it had on your vacation.
  
  I want to assure you that we take your feedback seriously and we are committed to addressing this issue directly with ******. Additionally, we will be reviewing our customer service training to ensure that such unwelcoming experiences do not occur in the future. Our goal is to provide exceptional service to all our customers, and incidents like this are not reflective of the high standards we strive to uphold.
  
  We apologize for the issues that detracted you from your full enjoyment of your time with us. Thank you again for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer response

  08/12/2024

   
  Complaint: 22115993
  
  I am rejecting this response because:

  I feel that there should be some financial compensation via refund or credit due to the severity with which this specific incident impacted the overall experience. Normally I am not one to complain, but this incident impacted me so drastically that it caused physical illness for me for the remainder of the trip.

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

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Travel Date: 7/20/24, HA22 HNL-SEA Incident: 240729-000450 - 10 days since filing, experienced a mechanical issue in HNL, upon arrival treated disgustingly by a member of your staff.In HNL, upon the 3 hr delay announcement, we asked gate agent about options. We were told to go to SEA and we will have more options. HA Employee ************** at SEA told us the agents in *** should have done something "there was nothing he could do, its late We said thats unacceptable. ***************** & said I dont get paid enough for this, if you have a problem with my service call this number and tossed pamphlets at us, and said he cant get into JetBlue website, and call JB and they can figure it out . I called JB and was told it was sold through HA, with a HA code, and there was nothing that JB could do. I returned to counter and asked **** speak to the representative, where he proceeded to cross arms, hide ID badge in jacket & walk away, saying I dont have to talk to anyone.The JB agent on speakerphone, said that there was nothing that she could do, no issues were detected, resulting in **** screaming at the JB agent that she was wrong and had no idea what she was talking about. I said were not getting anywhere, we need a hotel room **** then faked a phone call, hung up and said there are no hotels available and its summer, what do you expect. I asked where should we sleep, the floor for 4 days? he got irate and said dont put words in my mouth. This ended with him telling us to wait around until the desk opened at 5:45am to figure it out. We waited & got helped by the desk, with more issues. HA supervisor ***** handed our vouchers to another passenger, who refused to give to the hotel desk. We weren't made aware that this traveler had them, called ***** 5 times in 16 hours to inquire about them. Each time she made it seem that a HA employee dropped them off. I want reimbursement and a response regarding ***** behavior that comes before three weeks

  Business response

  08/12/2024

  Aloha ***************************,
  
  We've received your message from the BBB and on behalf of Hawaiian Airlines, I'm sorry to learn about your delay to ******** While we constantly strive to maintain our high standards for on-time performance and excellent customer service, we recognize that we didnt deliver performance in line with these standards. 
  
  I know being delayed is never an ideal way to travel and we regret the inconvenience we've caused. It certainly has been a challenging past few weeks with our operations and frankly, it's not the experience we want to provide our guests. We need to get better and we've shared your experience with our Seattle Airport Operations Department for their review.  
  
  In recognition of your new flight, we'd like to refund your baggage fees and meal expenses totaling $126.75. Please provide us with a mailing address where you wish to receive this refund check. Note that processing time will take up to three weeks. 
  
  As a goodwill gesture for the poor service experience, we'll be issuing each of you a $200 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 and we look forward to hearing from you.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traveled round-trip from *** (********, **) to *** (*******, **) on Hawaiian Airlines on Apr 22, 2024. Ticket cost = $2295.00 USD. I checked a single bag on my return flight at the Hawaiian front desk, watched them apply the standard tags/stickers and was given a baggage claim tag. Upon my arrival (return flight) to ************, I was among the first passengers to arrive at the baggage carousel before the bags started to appear. Once the carousel stopped, I realized there was a problem. The provided the Hawaiian Airlines baggage claim office my claim ticket and was informed that it was missing (didn't arrive) and was instructed to file a missing baggage claim. A week later, I contacted the baggage claim office and was informed that my bag never left HI and they would continue their search. Several weeks later, I contacted them again and was instructed to file a "Lost baggage reimbursement form". I followed their procedures and provided them with ample details involving my actions and contents of my baggage. 3 months later, I have yet to receive a formal response to my reimbursement claim following 2 separate inquiries. Given the circumstances, I feel that Hawaiian Airlines is completely responsible for the mishandling of my belongings. Furthermore, I'm shocked by the disrespect and lack of customer service demonstrated by both the Consumer Affairs and ************************** Specifically, their ridiculous baggage loss policies, poor claims communication and resolution and the disgraceful absence of understanding/empathy regarding the loss suffered by a first-class passenger due to their negligence. I have yet to receive any reimbursement or formal response to my claim as of July 30, 2024. Please note that receipts were provided and attached to my loss claim. Complaints against Hawaiian include baggage mishandling, delay, loss, failure to reimburse for claim loss, and a failure to provide a formal response to my loss claim. I'm seeking assistance with a resolution.

  Business response

  08/15/2024

  Message From Consumer Affairs
  8/14/2024 - Case: CN-02044135
  
  **************************** - ***************************
  
  **********************************,
  
  This is to acknowledge we received your complaint submitted to the Better Business Bureau (BBB). 
  
  Were sorry to hear about your lost baggage. Please note that our office does not handle baggage claims directly; these are managed by our Central Baggage Claims team. We have reached out to them on your behalf, and they have informed us that a final settlement offer will be sent to you via email.
  
  Please continue to work with them directly, as our office does not have any influence or control over their process and policies. 

  Thank you for your patience and understanding.

  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office

  
  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 4th, my wife and I booked four tickets for our family to fly from ******* to Lihue roundtrip (leaving 6/29 and returning 7/7) on Hawaiian Airlines (booking ref 5X8PZP) at a cost of $3,305 with the understanding (based on their website) that we could cancel the tickets and use the credits on a partner airline (JetBlue) later in the year if we were not able to go for some reason. Unfortunately, we did have to cancel but when we asked about how to use the credits on JetBlue, we were told that the best they could offer was a travel voucher that could only be used as part of a trip that includes a Hawaiian Airlines flight. This is not what we expected. Please give us credits that we can use on JetBlue without restrictions or issue a full refund. Thank you.

  Business response

  07/30/2024

  ********************,
  
  Our office acknowledges receipt of the complaint that you filed with the Better Business Bureau (BBB).
  
  I'm sorry for any misunderstanding. and I'm also sorry to learn that you and your traveling party were unable to travel as scheduled.   For guests who are unable to travel as scheduled, the unused value of their ticket may be applied as a travel credit toward the purchase of a new ticket.  While there are no change fees, any applicable fare difference will be collected for the new flight.  For wholly unused tickets, these tickets are valid for transportation for one year from date of purchase.  This is noted in the fare rules that the purchaser agrees to prior to purchase.  When you rebook your new flights, while they can include a codeshare partner-operated flight, they must also include a Hawaiian Airlines operated flight.
  
  While we're unable provide "credits that we can use on JetBlue without restrictions," after reviewing your case and considering the circumstances, while your tickets don't qualify for a refund, we're offering to issue a refund of your tickets less a $200 service fee per ticket.  Should you opt to proceed, $626.40 per ticket ($826.40 purchase price - $200 service fee) will be refunded to the original form of payment, which is the card ending in 9230.
  
  I see that seat upgrades were also purchased.  Should you opt to proceed with the refund, these fees ($67 x 2, $65 x 1, $63 x 1, $48 x 2) will be refunded in full to the original form of payment, which is the card ending in 9230.
  
  Please let me know if you'd like to proceed with the refunds.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  From:************************************************************************
  Sent:7/1/2024, 11:47 AM
  To:******************
  Subject:RE: CAO Email Us Contact / Customer - Case No.: ***********
  
  
  Message From Consumer Affairs
  7/1/2024 - Case: CN-02047331
  
  *************************** - ******************
  Re: ******/*******
         ******/**********
         ******/*******
         ***************************/*******
  
  ********************,
  
  Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.
  
  I'm sorry to learn that you and your traveling party were unable to travel as scheduled.   For guests who are unable to travel as scheduled, the unused value of their ticket may be applied as a travel credit toward the purchase of a new ticket.  While there are no change fees, any applicable fare difference will be collected for the new flight.  For wholly unused tickets, these tickets are valid for transportation for one year from date of purchase.  This is noted in the fare rules that the purchaser agrees to prior to purchase.
  
  After reviewing your case, it sounds like you want us to transfer your travel credit to a travel voucher since "travel vouchers may be used to purchase tickets for newly booked travel reservations on Hawaiian Airlines or partner-operated (codeshare) flights."  After considering your circumstances, we can do this, but I did want to point out that, when you're ready to redeem your travel vouchers, while your flights may include a codeshare (partner airline operated) flight, a Hawaiian Airlines flight would need to be included.   The travel voucher cannot be redeemed for a flight entirely on a partner flight (as an example: for a jetBlue flight from *********** to ******).  However, the travel voucher can be redeemed for an itinerary that includes a Hawaiian Airlines flight and a partner airline flight (as an example: ******** to *********** on Hawaiian and *********** to ****** on jetBlue).
  
  If a travel voucher will help you, please let me know so we can issue you and your travel party a travel voucher in lieu of the current travel credits.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  From:******************
  Sent:6/10/2024, 7:53 AM
  To:************************************************************************
  Subject:[NON-HA] CAO Email Us Contact / Customer - Case No.: ***********
   
  
  
  
  
  
  
  
  
  
  ************,
  
  I am requesting on behalf of the guest *******; she claim that she saw on the website regarding with a cancelation information that she may rebook their flight with our partnership JetBlue if they will cancel a whole unused ticket purely Hawaiian Airlines flight. Have advise that our ticket has different information on it, but guest wants to have a travel voucher to use to book it to our partner Airlines since they can't no longer flight to ****** for personal reason, inform that it is subject for approval. ******* was advised with the different of travel voucher and travel credit.
  
  5X8PZP

  Business response

  07/30/2024

  ********************,
  
  Our office acknowledges receipt of the complaint that you filed with the Better Business Bureau (BBB).
  
  I'm sorry for any misunderstanding. and I'm also sorry to learn that you and your traveling party were unable to travel as scheduled.   For guests who are unable to travel as scheduled, the unused value of their ticket may be applied as a travel credit toward the purchase of a new ticket.  While there are no change fees, any applicable fare difference will be collected for the new flight.  For wholly unused tickets, these tickets are valid for transportation for one year from date of purchase.  This is noted in the fare rules that the purchaser agrees to prior to purchase.  When you rebook your new flights, while they can include a codeshare partner-operated flight, they must also include a Hawaiian Airlines operated flight.
  
  While we're unable provide "credits that we can use on JetBlue without restrictions," after reviewing your case and considering the circumstances, while your tickets don't qualify for a refund, we're offering to issue a refund of your tickets less a $200 service fee per ticket.  Should you opt to proceed, $626.40 per ticket ($826.40 purchase price - $200 service fee) will be refunded to the original form of payment, which is the card ending in 9230.
  
  I see that seat upgrades were also purchased.  Should you opt to proceed with the refund, these fees ($67 x 2, $65 x 1, $63 x 1, $48 x 2) will be refunded in full to the original form of payment, which is the card ending in 9230.
  
  Please let me know if you'd like to proceed with the refunds.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  From:************************************************************************
  Sent:7/1/2024, 11:47 AM
  To:******************
  Subject:RE: CAO Email Us Contact / Customer - Case No.: ***********
  
  
  Message From Consumer Affairs
  7/1/2024 - Case: CN-02047331
  
  *************************** - ******************
  Re: ******/*******
         ******/**********
         ******/*******
         ***************************/*******
  
  ********************,
  
  Mahalo for contacting us, and I truly appreciate your patience as our office continues to work through our backlog.
  
  I'm sorry to learn that you and your traveling party were unable to travel as scheduled.   For guests who are unable to travel as scheduled, the unused value of their ticket may be applied as a travel credit toward the purchase of a new ticket.  While there are no change fees, any applicable fare difference will be collected for the new flight.  For wholly unused tickets, these tickets are valid for transportation for one year from date of purchase.  This is noted in the fare rules that the purchaser agrees to prior to purchase.
  
  After reviewing your case, it sounds like you want us to transfer your travel credit to a travel voucher since "travel vouchers may be used to purchase tickets for newly booked travel reservations on Hawaiian Airlines or partner-operated (codeshare) flights."  After considering your circumstances, we can do this, but I did want to point out that, when you're ready to redeem your travel vouchers, while your flights may include a codeshare (partner airline operated) flight, a Hawaiian Airlines flight would need to be included.   The travel voucher cannot be redeemed for a flight entirely on a partner flight (as an example: for a jetBlue flight from *********** to ******).  However, the travel voucher can be redeemed for an itinerary that includes a Hawaiian Airlines flight and a partner airline flight (as an example: ******** to *********** on Hawaiian and *********** to ****** on jetBlue).
  
  If a travel voucher will help you, please let me know so we can issue you and your travel party a travel voucher in lieu of the current travel credits.
  
  Sincerely,
  *********************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  
  
  From:******************
  Sent:6/10/2024, 7:53 AM
  To:************************************************************************
  Subject:[NON-HA] CAO Email Us Contact / Customer - Case No.: ***********
   
  
  
  
  
  
  
  
  
  
  ************,
  
  I am requesting on behalf of the guest *******; she claim that she saw on the website regarding with a cancelation information that she may rebook their flight with our partnership JetBlue if they will cancel a whole unused ticket purely Hawaiian Airlines flight. Have advise that our ticket has different information on it, but guest wants to have a travel voucher to use to book it to our partner Airlines since they can't no longer flight to ****** for personal reason, inform that it is subject for approval. ******* was advised with the different of travel voucher and travel credit.
  
  5X8PZP

  Customer response

  07/31/2024

   
  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

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Flight Information:Flight Number: HA 44 Date of Flight: June 16, 2024 Confirmation Code: 5BUFU3 Issue Description:One of our checked luggage was broken upon arrival. We immediately confirmed this damage with an employee at the Hawaiian Airlines airport. Following the employee's instructions, we contacted Hawaiian Airlines Consumer Affairs. Our reference number for this issue is 240617-000872, and we created this case on June 17, 2024, at 07:29 PM. It has been over a month, and we have yet to receive any response from Hawaiian Airlines.Desired Resolution:We are seeking reimbursement for the damaged luggage case.We request that the BBB assist us in resolving this matter promptly, as Hawaiian Airlines has not responded to our multiple attempts to seek a resolution.

  Business response

  07/22/2024

  Message From Consumer Affairs
  7/22/2024 - Case: CN-02055497
  
  Jitong Qi - ******************
  
  Qi/Jitong
  Bai/Yuanlu
  Confirmation Code:  5BUFU3
  
  Aloha Mr.  Qi,
  
  This is to acknowledge receipt of your submitted complaint to the Better Business Bureau regarding your recent travel experience. We appreciate your patience and apologize for the delay while awaiting our response as we work through our backlog. Regrettably, our office has not received any previously submitted complaints from you. I'm sorry to hear about your checked baggage damage upon arrival in ************ on June 16, 2024. As a customer, you are our valued guest, so theres never an acceptable excuse when you receive poor service.
  
  To resolve your issue, I have forwarded your case to our *********************************** and have asked them to contact you. If you would like to follow up on the status of your case, contact Central Baggage Services directly at ************ daily from 8:00 a.m. to 4:30 p.m. (Hawaii Standard Time), 7 days a week, including holidays, or email: **********************************.
  
  We appreciate and thank you for your patience in this matter. Take good care.
  
  ******,
  *****************************
  
  Resolution Coordinator
  Hawaiian Airlines, Consumer Affairs Office
  Tell us why here...

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 15th I paid $433.20 for airfare, and $85.00 for baggage, for a Hawaiian Airlines flight from OGG Maui HI to ONT ***********The business offers a main cabin seat selection upgrade (as the attached picture indicates). I paid extra for seat selection on my flight. Whenever attempting to choose my seat the app would notify unable to select seats, please contact customer service at **************. I contacted customer service and was notified that they couldnt select the seats on their end as well due to computer issues The customer service agent notified that they would block seats 6A and 8A out for me by the time I reached the airport gates. Upon reaching the airport I was notified these seats were never saved and was randomly given seats.I never received the service I paid for and would like to report this event of fraud as well as seek refund for this service.The amount of $433.20 was paid for a fraudulent service that was not provided.

  Business response

  07/29/2024

  Aloha ******************,
  
  We received your inquiry to the BBB and 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. Clearly that didn't happen with how your reservation was handled. We need to get better and we'll only get better with feedback like yours. Seats are made available on a first-come, first-serve basis, 330 days in advance of the flight date. Some seats are held for assignment on the day of departure to accommodate customers with special needs. The earlier in advance that you book your flights, the better your chances are of getting your preferred seating.
  
  In recognition of your seat assignment experience, we'll be refunding the ticket difference of $50 back to the travel agency. Please allow up to three weeks for the refund to process. After this time, your travel agency will contact you.
  
  Thank you for choosing Hawaiian Airlines.
  
  Sincerely,
  ***********************************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I obtained a ********* Hawaiian Airlines master card ending in 6602 in May 2024, and was supposed to receive a companion discount code to get 50% off on a companion ticket. I booked the passage conf # **P3JV and the cost of the companion ticket was $281.40 Finally, a month or so later, I received the companion discount code HACARD50P9MPN4J but too late to apply to the travel. In that HI Air took so long to get me the companion code, I ask as a courtesy that they apply it to the **P3JV travel which is set for travel in September 2024. My HI air rewards # is *********

  Business response

  07/19/2024

  Message From Consumer Affairs
  7/19/2024 - Case: CN-02055495
  RE: 52P3JV
  
  Aloha ******************,
  
  The Hawaiian Airlines *********************** has received an inquiry from the Better Business Bureau for your 50% eCertificate discount.
  
  We understand you had already purchased your tickets and then received the promotion discount code.  We have retrieved your reservation 52P3JV and found that you purchased Main Cabin Basic tickets that do not qualify for the 50% eCertificate discount due to these tickets being discounted already.
  
  However, we have spoken with the ********************** manager, and he has allowed the discount to be used.  He has refunded the ticket for ***************************** $281.40 and he had to use the discount 50% eCertifcate for the ticket and recharge the credit card for $159.40 at the discounted amount.  The transactions and the refund should show on your credit card 6602 in 7 - 10 business days.  The reservation record locator is still the same and nothing else has changed.
  
  Thank you for your inquiry to be addressed. 
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer response

  07/23/2024

   
  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.   I understand that our reservation # remains the same and we still fly together and may be seated together.
  
  Sincerely,
  
  *****************************

• 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

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **********/ *****,12/21/2022 I had a Scheduled flight from ******** to ******** *********** for a Family Members 21st Birthday that coming Saturday, with my Daughter, Son and His Girlfriend. Booking Reference (GBIFJN)Ticket #'s:1732192013244.1732190003414.1732190003413.1732192013247.as we were checking in the Agent asked if we had filled out the NZeTA online form at a cost of $52.00USD? we had Know Idea what that was, the Agent explained we needed it filled out prior to being allowed to Enter ***********, he showed us the Website details told us to move aside and fill it out, the Site didn't work!!! an hour later it was announced doors were now closed... Next flight out was Saturday (NOT an Option) I was forced because this "Newly required" Form made us Miss our Departure Flight, I had No other option but to Book with Air New Zealand to Fly us All the Next Day, we used the Return portion of the Flight Reservation to return to ********. ANZ Tickets 1 way cost me $6,268.00 the rest of my refund request is the Departure portion of the Reservation for HON to ANZ. While in ** I checked in on the Hawaiian Airline Booking Website and saw this!! NZeTA (Issued) Thursday "22" DECEMBER 2022 / 10:00AM NZDT YOU MUST REQUEST AN NZeTA BEFORE YOU TRAVEL (@#&%*). I've tried 4 times to contact Hawaiian Airlines through their 3rd ***************************** Language Barrier (Terrible) I did however receive a small refund portion of $2643.00 which I worked it out to be for only (1) ticket. In all my Years (25+) flying with Hawaiian Airlines I have to say is always a good experience, I'm just seeking a refund and will always continue to use them. Mahalo PS: Unfortunately this form will not allow me to attach supporting documents, if needed please provide me a way of getting these documents to you.

  Business response

  07/11/2024

  Message From Consumer Affairs
  7/11/2024 - Case: CN-02053456
  RE: GBIFJN
  1732192013244  - *******/NGATOKOTORU
  1732192013245  - *******/TAMANUI KAULANA
  1732192013246 - *******/*************************
  1732192013247 - *******/********************
  
  Aloha Mr. ******************* Hawaiian Airlines *********************** has received your inquiry from the Better Business Bureau regarding your refund request.  We regret to hear about the challenges you faced during check-in at *****************
  
  We understand that you did not secure a New Zealand Electronic Travel Authorization (NZ ETA) before travel and needed to apply for one at the airport, and received notification approval the next day after your scheduled flight with Hawaiian Airlines.  Please note that each passenger desiring transportation across any international boundary will be responsible for obtaining all necessary travel documents and for complying with all government travel requirements. The passenger must present all exit, entry, and other documents required by the laws, and, unless applicable laws provide otherwise, shall indemnify the carrier for any loss, damage, or expense suffered or incurred by reason of the passenger's failure to do so. Hawaiian Airlines is not liable to the passenger for loss or expense due to the passenger's failure to comply with this provision.
  
  Upon our review of your tickets above, we show the round trip tickets were exchanged for a one-way return flight from *********** to ********, and when the tickets are exchanged from a round-trip to one-way tickets, any unused portion of the tickets is forfeited with the reissue of the tickets.
  
  Thank you for allowing us the opportunity to respond to your concerns.
  
  Sincerely,
  *****************
  
  Resolution Coordinator
  Hawaiian Airlines, ***********************

  Customer response

  07/16/2024

   
  Complaint: 21966564
  
  I am rejecting this response because: I thoroughly and cordially explained in detail the event that unfolded Hawaiian airlines did NOT post the NZeT requirement on their website until 12/22/2022 my flight was scheduled for 12/21/2022, the only way for my family and I to be able to make our family event was to fly on the next flight to *********** and that was with Air New Zealand the next day. If I thought in anyway shape or form thought I was at fault I wouldn't writing this at all, but to Hawaiian Airlines Negligence I was forced to pay out of my pocket.
  
  Sincerely,
  
  Nga Numanga

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