Hawaiian Airlines

Early morning, November 4th 2011, my girlfriend and I were returning home from a vacation we bought and paid for in full 5 month earlier. Left at the airport in Vegas for not checking in 45 minutes before departure, even though we were on the airport property for 2 hours and at the counter 48 minutes to be exact. I tried everything to get on the plane in good faith only to be rudely threatened by Hawaiian Airlines Employees! (Bad Situation). We were re booked for a standby for next day.

When I finally made it home to Honolulu at $700.00 later, informing the corporate office of this situation there. No help rude attitudes were worst. We are now trying to address Hawaii airlines differently this time because I have first hand had all of those different negative experiences happen to me over the years. There is defiantly no Aloha in Hawaiian Airlines. Shame on them! "A'OLE."

This happened last January 16, 2012. I was traveling with my sister and brother, returning back from Manila, Philippines to Phoenix, Arizona connecting flight in Honolulu, Hawaii. When we left Manila on January 16, 2012, the time of departure was delayed by 2 hours. Instead of leaving 8:00 pm, we left 10:00 pm. It's the airline's fault we arrived in Honolulu, Hawaii at 12:00pm. They advised us there will be a delay of three hours, and instead, the flight attendant informed us, the passengers, that it were increased from three hours to ten hours of delay.

All of us were surprised. After traveling an international flight for 12 hours Manila to Honolulu, Hawaii, we will be stocked in the airport for another ten hours. We were told there was a technical problem on the plane. As informed by the flight attendants, we will be given $15.00 meal and $100.00 cash voucher that we must used in flying within one year.

I talked to the flight attendant and explained what other alternatives they can provide to us. They just told us to call the customer service of Hawaiian Airlines and find out what they can do for us. To make it short, we, as passengers, do not deserve to be treated like this. We are not illiterates who do not know the bill of rights of a passenger. We paid them, and we expect to get good service from them. Because without us, the passengers, they will have no business.

Just remember that if you work for a company, you carry the name of Hawaiian Airlines, and they should make sure they provide and give the best solution to any problem that may arise. We feel discriminated, and they did not even place themselves on our shoes.

We have been on the airplane for almost 28 hours, instead of 17 hours for this trip. We have to call our families to inform our employers that we cannot come back to work the following day. The fear that we might lose our job and my sister situation is just temporary; no work no pay. On my side, my husband just recovered from a bypass heart surgery, and I don't want him to be stressed. That might worsen his health. No amount of money can compensate the feelings and frustration each of us felt. And in return, the flight attendants instead of trying to comfort us, just ignored us and left the counter and left us hanging to solve the problem they created.

I just want to let the management know what happened on flight HA36, and I will make sure to relate this incident to future passengers of Hawaiian Airlines to give them a lesson that they are not the only airline doing business here in Phoenix, Arizona.

The lack of customer service and empathy from the employees at Hawaiian Air are disgusting. I flew Hawaiian Air back to Samoa on January 12 of 2012 with my brother (active duty Air Force) and my sister who was traveling on a buddy pass from my aunt. The customer service agents in Las Vegas were great. As usual when we got to Hawaii was when all the problems started.

Historically the Hawaiian gate agents are the worse, sad to say but especially the Samoan ones. In Hawaii, we ran into an agent by the name of Janet at the counter. She was horribly rude and condescending to not only my family but to many other Samoan families that where there in the gate. We simply went to Janet to ask questions about an upgrade. She yelled at us and told us Buddy pass holders could not be upgraded. Her message was OK with us but her delivery was unacceptable!

Prior to speaking with Janet we noticed her yelling at other passengers & speaking to them rudely. I work in Public relations in the US, I have created training seminars for representatives to focus & improve their customer service skills. What I saw at the Hawaiian Air ticket counter in Oahu was not short of sad & horrible. The other aspect of this is that it was one of our own people that showed such a lack of respect & Kindness towards us.

I am Samoan born and raised in Pago Pago. I have lived in Texas for 8 years and own my own business in the health care sector. We pride ourselves on our customer service. Everyone is a customer to us. Regardless of their job title or amount of business they give my company their voice is equally as important as the next customers.

So, this is how we were sent off to Samoa by a rude & angry Hawaiian air employee Janet. It does not stop there. We flew home on Thursday, Jan 19. On our flight home from Samoa the agents & staff in Pago were great. We boarded our plane. Before we could even get comfortable we had the luxury of meeting our lovely flight attendants. All were great except of course the Samoan flight attendants. They were rude and abrupt. I felt so uncomfortable & uneasy on my flight. I spent most of the flight wondering how our own Samoan people could treat their own people with such little respect & dignity. I pride myself on being Samoan & the Samoan culture I was raised around. I have always felt this has a lot to do with my empathy for my customers in my business. I listen to them but mostly I show them respect, dignity and treat them like they are human beings.

I did speak with a Hawaiian air supervisor/manager in Oahu at the gate. His name was Luigi. He listened and apologized instantly. He recommended that I send my complaint to Hawaiian Air. He was a breath of fresh air.

Thanks to Janet. I will not stop letting my voice be heard until I know some actions have taken place to correct the lack of customer service at Hawaiian Air. I feel horrible for anyone tourist or returning Samoan knowing that they may have to at some point deal with Janet. I have flown all over the world on many different airlines and have never encountered anyone as angry or rude as Janet. I wonder how someone this unprofessional can be employed when there are so many kind smart professionals out their searching for opportunities.

The "customer service" people at Hawaiian Airlines have absolutely no soul. We were on the Big Island prepared to leave January 3, 2012. On January 1, my husband broke his neck and shoulder due to body surfing. He was air lifted to Oahu for immediate surgery. As I was with my two children, I needed to get to Oahu quickly. There were no flights available on Hawaiian airlines so we had to take a charter. My husband's surgery was successful but he would need 4 more days in the hospital.

I wanted to fly the kids, teenagers, home, but was told now that their flights wouldn't originate from the Big Island, they were now voided and not reusable. I tried to re-bank the points to reuse but was told that would take 7-10 days. How is this possible! Southwest banks them immediately! I finally found an agent who would rush the re-banking. So now, I was forced to check the computer hourly to look for "mileage" flights. I finally found some and after adding more mileage to cover the now-increased mileage flights, I tried to book tickets.

However, it took me almost two hours to get to an agent to help me, by that time, I was within 24 hours of the flight and they would no longer book mileage flights so I was forced to pay full fare first class tickets for my husband and I, full fare coach plus 50,000 miles to upgrade the kids to first class to help me with him. All told, it cost us $2,500 more to get my husband home 3 days later on the exact same flight. All I want is for Hawaiian Air to use the same miles I had originally used and refund these outrageously high one-way tickets. All I have been able to procure, after having to submit the medical reports, is a refund of the change fees ($150). Are you kidding me?

In addition, during the entire ordeal, I was on the phone for at least 6-8 hours trying to get someone to help me. With spotty cell service in the hospital, this just added a tremendous amount of stress to the situation. What's baffling is why HA doesn't have a trained "emergency" staff to handle these types of situations. In fact, not once did a single agent say "gee, I'm so sorry to hear that," or "what can we do to help you?" They were like robots reciting the "company policy." I own a multi-million dollar design and furniture business and I can tell you that this kind of behavior comes from the top down and it's shameful that a company would treat a family like this in distress? I have flown almost a million miles and have never been treated so poorly.

At this point, I am having my Visa reverse the charges for what I believe to be egregious business practices. In closing, I'm just curious. Would the president of Hawaiian Airlines want his family treated this way? I think not.

3) concussion

Obviously, after the initial shock and stress several hours later. I called to notify Hawaiian Airlines requesting a "Compassionate Considerate" due to the above, which it made necessary to postpone/cancel my flight reservations. I was informed to go online to acquire a Hawaiian Airlines Medical Information/Hospitalization Form/application, and I did so. I experience much difficult trying to accomplish this procedure dealing with various Reservation Agents. Will continue to overwhelm.

I was catching a flight to the Big Island when I noticed my flight had been delayed. I sat down waiting for my gate when I noticed a woman pleading with the Hawaiian Airlines employee to let her in the flight. Her ticket had been misprinted and he had reported to the wrong gate. The employee simply said not my problem and closed the door in the woman's face. I also like to add that it was Christmas and the woman proceeded to wait outside the gate and cried.

I have flown a lot, hundreds of flights over the years. I thought I had experienced it all, a lot of bad incidents and difficult situations. But I didn't expect anything as horrendous as traveling with Hawaiian Airlines. I should say first of all, I use a wheelchair and am very experienced traveller.

I will start with the start of my journey from HNL to SFO though I do have some complaints about my outward journey too. On arrival at HNL, I headed for the first class check in. The reason I did this was I had bought a first class ticket and was traveling in first class. It seems logical to me. So I got to the desk and the check in agent said, "Hello, this is check-in for first class only but I will make an exception this time and allow you to check in here." I said to her, "I am traveling in first class. Why would you say that?" and she replied she didn't know.

This was the start of the worst journey I have ever had and I've had some really bad ones. I suppose I must have the look of an economy passenger. I didn't realize that your check-in agents can tell who has first class tickets just by looking at them. I then proceeded to your lounge. That was pointless; there was nothing worth drinking in there. I wanted mineral water and there was none. I used the lavatory and it was as disgusting a toilet as I've seen.

So I thought I will go to the gate. I arrived and spoke to one of your employees. I said to her, "Could I keep my wheelchair on board the aircraft?" She said they would try but at the same time she asked if it could be folded. The problem was, she made a sort of sign language gesture to help me understand her. I explained to her that I didn't need any hand signals, the English language was sufficient. She looked very annoyed.

I then queued up to be preboarded. The gate clerk came over the tannoy a few times, explaining there were a lot of wheelchairs on the flight. I assume she meant wheelchair passengers as I find being called a wheelchair highly offensive. She said it over and over, wheelchairs and only once calling us, wheelchair passengers.

When it was time to board, she told me that I was to go through the first door. That was fine but she kept repeating herself over and over. I heard her and understood her the first time. I suppose not only do I look like a coach passenger but I also must look pretty dumb.

On boarding I asked again if my wheelchair could be put in the aircraft and I was told they would try to. I couldn't get to my assigned seat so I asked if I could get a change to the front row as it would be easier for me to transfer to the aircraft seat from the aisle chair.

Then it happened again, I got the hand signals again. The flight attendant gave the international signal for computer, namely, the hands typing signal. I wonder if your crew is trained to do this to wheelchair passengers? I find it very annoying as I'm quite capable of understanding English. Again I asked her why she was doing the hand signal. She looked quite angry at me for having the cheek to ask such a question. She said, "I speak three languages; how many do you speak?" I fail to see what this has to do with what I was asking. I told her that I speak one language but do not speak sign language.

Finally I get seated. Someone comes up to me and tells me my wheelchair won't fit in the cupboard. Also, that only one wheelchair can be stowed and someone had already booked the place. I didn't see where to do this and find it hard to believe. I had put that I had a wheelchair when I checked in online. At this point, I must point out that I saw the carry-on baggage of the passengers on this flight. It was unbelievable, the size of the bags that were being brought on board. I know this was the real reason my wheelchair couldn't be kept on board.

I told one of your supervisors that I wasn't happy that my tiny and light weight chair couldn't be stored. I told him I don't travel unless my chair is with me. So he told me I would have to get off. He then said you will have to pay to change to another flight. This was very upsetting as I hope you can imagine.

Finally, after a bit of back and forth, I agreed to accept that my wheelchair frame couldn't be kept on board but my wheels would be. He also told me my chair wouldn't fit on board. This was untrue as it had been kept on the aircraft when I went SFO to HNL on the exact same aircraft. He just kept repeating that it was too big even though I was telling him it fitted fine on the outward flight. I know that the huge bags that the coach passengers were allowed to keep on board were the real reason I couldn't keep my chair.

During the flight, I asked one of your crew for the aisle chair as I needed the restroom. I also told him I didn't need any assistance apart from just getting the aisle chair. It's a bit embarrassing getting on the aisle chair in front of passengers but there's not much that can be done about it. What I hoped was I would be left to get on with it without any interference from crew members.

This was something that your crew were not willing to do. One by one, they asked me if I needed help with this or that. I kept saying please leave me alone. This was not heeded. It was "do you want me to push you? Do you want the door held open? Do you want the brakes on?" Over and over, it was getting very upsetting and embarrassing. Why is it so hard to just let someone do his thing and get the message that he doesn't want any help. Then when I got out of the restroom again, it was the twenty questions. "Do you want me to hole the curtain?" I said, "No I'm fine with curtains. I can deal with them myself." Then she asked me "Did you just call me something cute? I thought you called me cuddles? "

I was saturating to get really angry now. I told her no I did not call her anything. Why would I call her anything I just wanted them to leave me alone.

Now, it didn't stop there. When disembarking, I waited to the end and I got on the aisle chair. I had asked that my wheelchair be kept on board so I could put it together myself and transfer to it. While I was putting it together I noticed that about six of your crew members were watching intently what I was doing. I mean they were all staring at me. I looked back at them and asked what the problem was. One of them said I'm watching you so you don't fall. I have no idea what he would have done if I did fall. So what was the point of watching me, I have no idea. I told him that I was not a child and didn't appreciate all these people straining for a better view of me putting my wheelchair together.

Then I got on my chair and thought that would finally be it over, but no. The woman at the aircraft door shouts there is a step as though I'm blind. This is as well as being deaf and needing hand signals. I get on and off aircraft all the time. I don't need people stating the obvious to be. Now my question here to you is how do you think you as a company have done? Is this the standard you are happy with? I have only given you some of the things that happened ;there are many more, all of them patronizing and insulting. I have been patronized a lot but not to this extent. I was treated from start to finish like I had a learning disability. I still can't believe the constant and unending nature of my mistreatment.

I hope you can give me some explanation as to why this all happened. I feel a thorough investigation is warranted in this case. I will also be consulting lawyers as I feel the level of discrimination I experienced warrants court action. I look forward to your reply as soon as possible.

In all my years of flying, this was the worst experience ever. This occurred at OGG, Maui. We went to check via computer and Hawaiian had no record of our reservation. They told us to call Continental. Continental told us to call Hawaiian. I spoke to a supervisor at Hawaiian and they said that they could not help me even though I was flying on their airline. I called Orbitz, who I made the reservation with, and after an hour on the phone, they assured us that we had valid reservations.

I did not trust Orbitz, so we went to the airport several hours early to check in. Hawaiian, in fact, did not have a reservation for us. We had to go to United, located way on the other side of the airport. After spending an hour with United, and almost having to buy tickets, which I would have disputed anyway with my credit card company, we were able to get checked in for the 20-minute flight from Maui to Honolulu. However, Hawaiian could not check us in for the Honolulu to Newark flight. Hawaiian Airlines could check our luggage to Newark, but could not give us boarding passes. Again, we had to go to the other side of the terminal to United. United could not give us boarding passes, so we decided to try our luck with Continental in Honolulu. When we got to Honolulu, we spoke to a Continental Agent, who resolved the issue in about a minute.

The bag in question was not a check-in bag. I was picking up my check-in bag and set my computer bag down, it was picked up by another passenger described as a "blonde lady" and she tried to turn it in to airport security. I left the airport for approximately 45 minutes before I returned looking for my bag. When I arrived back at the airport, the first security person I spoke with told me a "blonde lady" had tried to turn it into her and even described my computer that was in the bag to me. She told me at that time she (the first airport security person I spoke with) instructed the passenger to turn it into the baggage claim personnel and also told me she had witnessed the bag being handed to a specific baggage handler (your employee) and pointed out who it was.

When I approached the man she identified as the receiver of the bag, he said he had never seen the said bag. At this time, I called the airport police. During the part of the investigation, I witnessed the officer (Loyd **) question several people including another airport security person who also identified the baggage handler (your employee) as being the recipient of my bag from the same "blonde-haired" passenger. I also informed the manager at the Hawaii Airlines ticket window before I left the airport as to what had happened. Right now, there is an active investigation by the airport police and the Hawaii police department on the theft. I have tried to contact your department by phone several times to give them police report info among other things and was told that you don't have a contact number which is very frustrating.

I would like and have asked several times to be contacted by phone about this case. It is very disconcerting that an employee of yours has stolen my property and I can't even talk to anyone at your company about this matter.

Jason **

My wife and I have been using Hawaiian Airlines and a Hawaiian Airlines/Bank of Hawaii credit card for the last four years to accumulate enough miles for two round-trip tickets to Europe on Hawaiian's partner airline, Delta.

We have accumulated more than 130,000 miles to date, which is more than enough (110,000 miles) for two round-trip tickets from the Mainland to Europe.

On July 28, 2011, I first called HawaiianMiles to make reservations for the subject tickets. This was only 307 days before the early end of our travel date range, and significantly after the 330-day period when airlines supposedly release their seats for mileage programs.

We tried to be flexible in our dates, departure sites, and arrival sites. In spite of this, HawaiianMiles was unable to arrange travel to and from any of the sites in the U.S. and Europe that we provided. The woman I spoke to promised to get back to me in 72 hours to inform us whether any of our desired seats were released (she never called back). She also suggested that we try every day to see if the situation had changed. I wasted more than 22 minutes of my valuable time for nothing.

On July 29, 2011, I again called HawaiianMiles. The result was the same. Nothing available. I wasted another 24 minutes of my valuable time for nothing.

On August 1, 2001, I again called HawaiianMiles. We tried eight different departure dates (May 30 and June 6, inclusive), four different Mainland departure sites (Seattle, Minneapolis/St. Paul, New York, Boston), three different return dates (19, 20, and 21 days after departure to Europe), and five different Europe arrival sites (Amsterdam, Frankfurt, Copenhagen, Brussels, Paris). After trying these 480 combinations, the customer service representative could only come up with one option from Minneapolis/St. Paul to Frankfurt. He would have to request a return flight from Frankfurt.

On the afternoon of August 4, 2011, more than three days later, I received a call from HawaiianMiles informing me that there were no seats available from Frankfurt to Minneapolis/St. Paul for me and my wife. I wasted another one hour and 27 minutes of my valuable time for nothing.

After wasting a week, more than two hours on the telephone to HawaiianMiles and not having any luck with more than 480 travel possibilities, I gave up on HawaiianMiles. It was apparent to me that they would not/could not help me and I was forced to make alternative travel arrangements on another airline at an out-of-pocket cost of $2,169.

I filed a complaint with Hawaiian Airlines about their lousy customer service and my inability to use my miles on August 4, 2011. I did not receive a response until late on August 5, 2011. On August 5, 2011, Eddy **, from the Hawaiian Airlines corporate office called me to ask me what she could do to assist me. I stated that this offer was after the fact and that I was forced to make alternative travel arrangements. I expressed my great dissatisfaction with Hawaiian Airlines and HawaiianMiles. She stated that since the merger of Northwest and Delta, Hawaiian Airlines was having problems with their partner and difficulties in fulfilling requests. No kidding. She then stated that she would request the telephone conversations I had with HawaiianMiles (for what reason, I do not know), reviewed and they would get back to me. She further asked me what I wanted Hawaiian Airlines to do for me and my wife.

I gave Eddy's question some thought and came up with a proposed resolution to my complaint. I submitted this proposal on August 6, 2011. On August 11, 2011, Hoyt **, Senior VP, General Counsel & Corp. Sec., rejected my offer and rejected any compromise. His response was flippant and offensive, and was indicative of the standard Hawaiian Airlines response to customer complaints.

Eddy never did get back to me. I had to call her on August 9, 2011 to determine the status. She claimed she had still not gotten copies of the telephone calls. She claimed she would get back to me by Friday, August 12, 2011. She then abruptly hung up on me. Very rude. Very unprofessional.

When I first filed my complaint with Hawaiian Airlines (August 4), I was promised that they would get back to me within three business days (August 9). They did not. When I followed up on this promised response, they then claimed that it would be another 5-7 business days for a response. A subsequent email stated 30 days. It was apparent that they were just trying to blow me off.

Don't fly on Hawaiian Airlines. Don't join their HawaiianMiles program. Don't use their credit cards. There are other, better alternatives.

Hawaiian Airlines flight 7 from Las Vegas to Maui was delayed 4.5 hours. Upon arriving in Honolulu, no accommodations were made for transfer flight for flights to Maui. My family of four was moved from gate to gate, hour after hour to be placed on standby. We never acquired seats and when I called to request accommodations for hotel and new reservations, we were told they could not help us. We were separated from our luggage and we saw no end in sight.

I bought 4 tickets for July travel. When the price dropped by over $100 / ticket, I called Hawaiian Air about getting a refund for the difference, which is their policy. I was told over the phone specifically that the voucher I would get is good for 2 things only: future air travel, and checked baggage fees. Also, $40 / ticket is taken for "processing fees". When I got the vouchers, they indicated they are not good for checked baggage fees after all. Phone calls to HA only wasted about 45 mins of my time. I was misled; this is only a way for HA to make more money by encouraging you to fly with them again.

I'm writing to submit a complaint against Hawaiian Airlines, for the way my family was treated on Friday, June 3rd, while flying from Seattle to Maui. I had purchased four tickets for my family to fly that day, including one ticket for my 16 month old baby. I brought his infant car seat to use on the airplane, which I have done dozens of times before, on many different airlines. Upon boarding the plane, a flight attendant very rudely stopped me and asked me to prove that my car seat was airline approved. This surprised me, as my car seat is a very common Graco seat, but I was fine with showing her that it was airline approved.

The FAA sticker on this carseat had fallen off some time ago, and I had never had a need to replace it. In the dozens of trips this carseat has made on airlines I have never ONCE been asked to show this sticker to anyone to prove it was airline approved. I realize Hawaiian has a different policy (or is far more strict than other airlines), therefore Iwas willing to provide the carseat manual to the flight attendant to show it's airline approval. When I started to explain to the flight attendant that while I did not have the sticker, I could show her the manual, she told me that if I did not have the sticker they would be confiscating the carseat. She began to get very confrontational, ordered me to my seat, threatened me with an "incident report" and told me someone would be down to speak with me.

I was shocked and appalled by this, as I had not been rude, raised my voice, or said anything at all to warrant this type of reaction from the flight attendant. I went to my seat and opened the manual to the correct page, which explained how to use my carseat on an airplane. I asked another flight attendant to come over and ok the carseat for use, but she very coldly said "I am aware of the situation" and asked me to sit down again. Again, I was shocked by the rude way I was being treated, as I had been nothing but friendly and accommodating to their requirements. Finally a fourth flight attendant came over, and after a lengthy discussion and a reading of the instruction manual, she said she would allow it's use, but not during takeoff and landing. In addition, she would be writing up an incident report (although I never found out what that meant). Considering that takeoff and landing are the most obviously dangerous portions of the flight, I pleaded with her, again showing her the manual and reading where it indicated my carseat was airline approved. She finally relented. Thinking this was finally over, I began installing the carseat into the seat next to me. Within a moment the flight attendant came back and told me I was not allowed to install the carseat rear-facing.

Her reasons included that the instructions she just read indicated it needed to be forward-facing, as well as the fact that the person in the row ahead of my son would not be able to recline their seat. There are two major things wrong with these reasons: One, the instructions clearly say to install the seat as you would install it in a vehicle (rear-facing). Two, this flight was by no means full. There were at least eight seats within four rows of me that were empty, including an entire bulkhead row of five empty seats. The person in front of my son could easily have been moved to another seat, OR my husband would have gladly swapped seats with this person to allow me to install my seat correctly. However, the flight attendant refused to allow me to install my seat properly, continuing to threaten incident reports and be very rude to me and my husband. I finally relented and installed my seat incorrectly, afraid that if I protested any further we would be thrown off the airplane. A few minutes later another flight attendant came back and asked me who would be my lap child, since I was now "taking up a seat with a carseat".

I told her no one, because I had purchased four tickets, but she interrupted and talked over me, lecturing me about proper airline travel and how I was "causing trouble" and that I was not allowed to take up more seats than I purchased. When I finally was able to tell her that I had purchased four seats, she demanded to see my tickets. At that point I was livid with the flight attendants and Hawaiian Airlines. I have never had such a horrible travel experience, all in the name of keeping my child safe. I was well within my rights to use my carseat on this flight, and be able to install it correctly. I am familiar with the FAA advisory Circular regarding Use of Child Restraint Systems on Aircraft (http://www.faa.gov/documentLibrary/media/Advisory_Circular/AC%20120-87B.pdf). Perhaps Hawaiian Airlines should review this document with their staff, in which it states the following: 1. Section 10-d on page 7, it indicates that no airline can prohibit a child from using an approved carseat when a ticket has been purchased for that child.

2. As stated in section 11 on page 7, an owner's manual is acceptable as proof of safety standards. 3. Section 10-f on page 7 indicates that if an approved carseat does not fit in a particular seat, the aircraft operator has a responsibility to accommodate the carseat. I find it horrifying that any flight attendant would attempt to disrupt a parent trying to keep their baby safe while in flight. If my laptop needs to be secure during takeoff and landing, my child should be, too. The behavior of these flight attendants was appalling, both in the way they spoke to me and the way they handled the situation. I did nothing to warrant this type of treatment. I walked on the airplane with an approved carseat for my baby, and was treated as though I was trying to get away with something horribly illegal. It was so bad that at one point I actually thought I might be either escorted off the airplane, or arrested upon arrival in Maui, or perhaps put on some sort of flight blacklist.

All for trying to use a common infant carseat to keep my baby safe during flight. I have flown dozens of times with this carseat, on many airlines, including Alaska, Delta, United, and British. I have never received any questions or comments, other than compliments from flight attendants who believe it is far safer to fly with a carseat than fly with an infant on your lap. I have many choices as a consumer when I fly, especially in this economy. The complete lack of customer service and common decency that I received on this flight does not keep customers. I will never fly Hawaiian Airlines again after receiving this kind of treatment. Judging by the plethora of empty seats on both my inbound and outbound flights, it appears I am not the only one making this choice.

I went to Hawaiian Air Cargo to send an adult-sized bike to Kauai (20 min. flight) thinking it wouldn't be a problem. When I arrived, I went straight to office where two workers were behind the desk. First, the workers barely acknowledged my presence or the other customer waiting patiently. Second, the male worker finally told me that I could drive my bike to the loading dock next door and let the workers there know about it. I drove there and waited for several minutes while three workers on forklifts and others standing by did not acknowledge me either although I was standing in front of them.

After being blatantly ignored, I finally noticed that there was an office in the loading area adjacent to the office I just came out of (the first worker failed to tell me this) and I waited again for my turn since other people had walked in before me. A worker was sitting behind the desk helping another customer (very slowly) and the female worker who was initially inside was now standing in the outside office and again she ignored my need for attention. After several minutes, a female worker on a forklift (who also had initially ignored me at the loading area as she aggressively drove her forklift around) yelled at me and asked if I had anything to pick up, which I told her that I wanted to ship something instead.

She then proceeded to tell me to come back to the loading zone (again). I walked back down to my truck near the loading area and started to take my bike out when she yelled at me to stop because she might not be able to take it due to it not being in a box. After all of this poor customer service, I asked to speak to her manager, which she readily obliged.The supervisor, Scott ***, came outside and he immediately looked unhappy before I could even speak. I explained to him my misfortune of such poor customer service and my dismay that I was being told that I could not send the bike because it was not in a box (20 minutes for crying out loud!).

I asked him if he had a document that I could take, which listed their shipping policies and rules and he looked very perturbed and said that they didn't. I found that very hard to believe and he became more hostile the more I asked questions, which I believed to be relevant and valid. The supervisor then proceeded to threaten me that they had the right to refuse service, as if asking any valid questions pertaining to shipping were a crime. I explained to him that I understood that and that I just wanted to know what the rules were since I didn't want to have problems when I came back again and because I had been informed by the female worker that I could tape the spikes and it would be fine and so it appeared that the rules were well known.

After much hostility and resistance from the supervisor, I decided to leave. I drove around the corner to Aloha Air Cargo, had a wonderful pleasant experience, and I will never return to Hawaiian ever again, because as a Kamaaiina, I can tell you there is nothing "Hawaiian" about Hawaiian Air Cargo as far as Hawaiian values and service. Aloha Oe' Hawaiian and your pilika supervisor!

September 1, 2010, HA's new Airbus was approaching LAX from Honolulu when the pilot announced the flight would be diverted to Las Vegas because of fog. The flight crew had not yet been qualified to land the Airbus in fog. From the plane, passengers could see planes landing at LAX and those on the ground waiting to pick us up assured us that planes were landing. The diverted fight was not only a nightmare of long hours of waiting, little sleep and poor accommodations, it was also a financial loss for me personally for transportation and lost work hours.

I contacted HA's "consumer advocate", Deborah B., who told me it was all weather-related and there would be no compensation. I wrote to James **, VP of Customer Service. Mr. James ** referred my letter back to Deborah B., who curtly told me that Hawaiian Airlines would not receive any further correspondence regarding this matter. I fly to Hawaii several times a year and am a HA gold member. I extensively use my Hawaiian Airlines Visa card. If this is how they treat a good customer, heaven help those who only want the trip of a life time

September 8, 2010, Honolulu flight to Oakland #HA 48K. First off, our flight was delayed for an hour because of mechanical difficulties. Okay. During this time, they said they got us another plane. Again, okay. Still dragging my carry-on and my purse (I was not the only one person with small children, etc.), everyone was tired out from all the waiting around, walking uphill to the next plane. Hurry up and waited. We were finally in the air, drinks come around. By then, my nerves were completely shattered. I asked the attendant for a glass of wine comp. This guy, Jeff **, turned around. He could see I was upset. Instead of trying to calm me down with a "we don't, can I offer you some tea or juice?", he turned around and snidely told me "okay, you deal with it".

I am 58 years old, almost 59. I don't feel I need someone to tell me to deal with anything when I am a guest on their airlines. So later on, I saw a gentleman with no name tag steward. Thinking that because he did not have a name tag, maybe he was the Head Steward. I tried to tell him about the behavior of Jeff and this guy went off "You want a safe plane, you don't want a broken plane do you?". And then he also turned his back on me. There was only one person under the employment of Hawaiian Airlines and she was the pretty black girl who tried to comfort me. I wish I had her name because she is one of the HA employees.

On July 8, 2010, I sent an email to the Consumer Affairs office for Hawaiian Airlines asking for a refund for two round trip tickets that I purchased and paid for with my Visa Credit Card to Kailua, Kona, Hawaii. The reason: we were planning on visiting my cousin (whom I raised) in Kapa'au, Big Island, because she had been diagnosed with Colon Cancer and was dying. The trip was supposed to be the 10th of July but on June 28, 2010, her son called early in the morning and said that she had passed away.

Debie ** of the Resolution Department, Consumer Affairs, sent me an email stating that they were sorry for my loss but that I needed to send a notice from the mortuary (on their letterhead), or a Death Certificate. I, in turn, sent a copy via email of the announcement in the Star Advertizer. I have emailed this woman, Debie **, twice for some answer to my request and I have not heard anything. I cannot believe the enormity of this on the part of Hawaiian Airlines. What is going on? Do you have any idea the stress of having lost a loved one and then have to deal with someone at Consumer Affairs who evidently doesn't have the decency to contact me to return my money? I hope this is not the norm for your company.

I read some of the complaints and wonder how a company can think they are so important that the people who pay for their services are treated as trash. I wouldn't treat my dog this way. It is not a laughing matter. It sickens me and gives me grief when I already have enough grief. Should I just go down to the Consumer Affairs office? Is this what is required? And you ask me if I want an attorney to contact me? It's less than $200. I don't believe in all my 73 years I have ever asked for a refund!

I brought my wife a ticket to South Korea approximately month in advance through Hawaiian Airlines and later found out that they contract out through Korean Air. To my amazement Hawaiin Airlines claim that they cannot control seat assignment which my wanted either a window or ailse seat. When I contact Hawaiian Air I was told that only Korea Air could change seat assignments and when I called Korea Air I was told the oppose so several times I was force call back Korea Air and Hawaiian Air when it was suggested by customer service to talk with the agent supervisor.

When talking the Korea Air supervisor she claim that they could not make any changes for seat assignments only that Hawaiian Air could make the change and then when I talked with the Hawaiian Air supervisor he claimed that they could only request seat assignment. I literally got no where with seat assign and each time I asked for a supervisor the agent wanted to know my flight confirmation at which time I was put on hold for 4o minutes while agent claim that the supervisor could not be reach, this was with Korea Air. What they were actually doing was trying to resolve my issue without getting the supervisor involved.

I checked in the night before my flight using a hotel kiosk. I asked for an upgrade and the system said "none available". So I paid for two checked bags online. When I got to the airport (SeaTac) the next a.m. there were several upgrade seats available. I explained I had paid for my bags and the agent said all I had to do was call Customer Service and my $40 fee would be refunded. They gave me a form with the phone information. When I called the day after I got home, I was informed that Hawaiian does not refund prepaid baggage fees... tough luck! My response was that they should inform their staff if this is the rule because I have had these fees refunded at the check-in desk on a prior flight under the same circumstances.

Lesson to all passengers... Don't pay ahead of time to check your bags.

I made reservations for travel to Hawaii for Spring of last year. The trip had to be postponed due to a death and funeral services. I asked for a waiver and sent documentation of death. Due to the fact that we were not blood-related, I was denied. I called today 3/23 to reschedule my flight one year later, only to be told they had expired, because Hawaiian Airline calculates year on the date tickets were made.

I have pursued their internet site and ticket and there in no such wording or information saying this. Consequently, I am $537.00 poorer with nothing to show for it. I think this is fraudulent and should be addressed. I am certain they do not post this info, so they can have a better bottom line. I would like them to suffer penalties for this practice and for their policy to be reformed!

Three round-trip tickets from Portland to Honolulu had been purchased when my mother, 86, became too ill to travel. A doctor's letter was forwarded which validated her inability to fly. Hawaiian Air would not either transfer the purchase price or make a refund.

I had purchased tickets through an online travel agent for flights from Las Vegas to Honolulu and back to San Francisco on Hawaiian Air. Prior to checking in at the airport, I had completed an online booking in and had checked seating and paid for my baggage; however, I found I could not print my boarding passes. I then phoned Hawaiian Air flight reservation desk (11.00hrs 3rd Feb) and was advised that my booking was okay and that the check-in desk would print the passes at the airport on the 4th Feb.

When I presented my flight documentation at the check-in desk, the staff said they were unable to "get control" of my ticket and that we could not fly! They then simply told me to leave the desk and to find a pay phone and contact my ticket issuer (in Europe!). The Hawaiian Air staff said they could not help me in any way. I did try to do this but in a strange airport, noise, etc., it was difficult and although I got through, the time difference resulted in my being unable to get an answer. I returned to the desk and tried to get an explanation, as I had e-tickets and had booked online, yet they could not find my ticket. I did not get an answer and was told the only way I could continue my journey was to purchase new tickets.

The casual indifference shown by the Hawaiian Air staff was very upsetting to both my wife and myself. When we asked for help, we got none and in the end were simply told to buy more tickets. I reluctantly did so at a cost of approx $1980 (for two single journeys) as the plane was about to depart. To make things worse, they sat us in the seats we had already booked and paid for! Further phone calls to the flight reservation department were met with same answer, "could not get control of your ticket". Inquiries in Hawaii showed that the ticket had been issued through an airline ticketing agency (HAGN Air).

I feel I was badly treated by Hawaiian Airlines, as this problem should have been identified much earlier. Hawaiian Airlines flight reservations also cancelled our return flights and I had to purchase new (single) tickets to return to San Francisco at further considerable cost. I was unable to find out why this had happened whilst on holiday. On my return, I found out that the travel agent had not paid Hahn Air for the tickets, so were not 'issued' to Hawaiian Air.

I accept that the initial problem did not have anything to do with Hawaiian Air; however, my complaint with them is that they could have advised me when I queried the ticket booking on the 3rd of Feb that the booking was flawed. I also pointed out that they sat us in the same seats we had booked with them at a cost considerably less than the price they charged us for new tickets. I considered that when they reviewed the facts, they would rebate the difference in costs we were forced to pay for new tickets, as they had been happy to fly us for the initial price which I paid.

We were the innocent party to a fraudulent act by a Travel Agent, which we are in the process of trying to redress and get some recompense. However, the company has gone into 'administration' so this will be difficult. I simply feel that Hawaiian Air should not have made a profit from our misfortune. I have had extensive correspondence with the Hawaiian Air Resolution Coordinator but she was adamant that they had no obligation to repay any monies and would not accept that they had done anything wrong. Basically, they had my money so it was a case of 'hard luck chum'

We paid 773.40 ($1205) for the booked flight tickets with the travel agent. We then had to pay a further $2688.20, for the new tickets. The difference is $1482.40, which is the sum Hawaiian Airlines will have gained from my problem. There were further costs but I would be very happy to simply get Hawaiian Air to accept the injustice of compounding my problem by making an unfair profit from my situation.

After spending $1200 on first class tickets I was unable to get onto the web online check in site. I couldn't bring up the site from 11 am to 3:30 pm. I finally called and asked Abigail in tech support to check me in. Now I still have to figure out how I am going to print out the boarding pass tonight. High stress. Company needs to expand their web hosting facility with additional servers.

Aloha. This has been what should have been an easy redeem my Hawaiian Miles for a trip from Hilo, HI to see my son in San Diego, CA. It turned into a, (still not resolved), over $1,100.00 charge on my Hawaiian Visa card. I have plenty of miles that I earned. However after days, and hours on the phone and lots of people I could not understand, basically I got no where! All I wanted to do was use the miles I rightfully earned. Thank you!

I almost lost my job, I had to call from work, due to Hawaiian Airlines "Customer Service" hours. That was the first problem not being open on Saturday when I tried to make the ticket. Stress, and money charged to my card.

On Sat. the 24th of January, 2010. I went online to purchase round-trip airline tickets from Hilo, HI to San Diego, CA and back. Then on Hawaiian Airlines site, there was a spot to put in if I would like to have a price for a car and hotel, so I did. I wanted to use my Hawaiian Visa charge card miles for a much as the trip as possible. So I found the dates, etc. I wanted, and clicked submit. Then it said the total, and I could not believe it! I tried to call the toll-free Hawaiian Airlines Customer Service number and the recording said they were not open on Saturdays! So I waited until Monday and again got nowhere for over two hours! I had to go to work, and had to call on my break.

They kept transferring me to people who did not speak English well and I didn't understand them, so how do I know if they understood me? The bottom line, is Hawaiian Airlines would not take my miles for my trip, and said I should have known I was using an "outside" site, and should have called. Hawaiian Airlines was not open on Saturday to call and there was nothing on the Hawaiian Airlines site stating that I was leaving their site and going to "another" site for a car/hotel package. I want my credit card refunded and my purchase taken out of my miles like it is supposed to be.

As I boarded flight 10 leaving HNL on 11/08, I notice a frowning look by this one particular flight Attendant . It did not bother me so much then but, when she approached and asked me if I wanted the complimentary menu, my response was no thank you. She then looked at the steward at the opposite end of the meal cart and tried not to laugh! It was my overweight appearance which seem to have amused her and the other Flight Attendant.

I weigh around 230 pounds. I mentioned I had to speak to her when we land. The Flight attendant approached me where I was sitting and asked if there was something wrong? She just could not wait until we landed at my request to speak to her then. I told the Flight Attendant that I saw her expression when my response to the Lunch invitation was no, that I am trying to diet. People whom have a problem with their Weight or are Obese need not go through such Cruelty and made fun off, even so, no one should have to suffer such cruelty. We are Human and have feelings. Have you ever thought that there might be a Health Problem like I do which cause me to be Obese!

Years ago I got into a Automobile Accident and lost my child in that Accident. I have Health problems and never been the same since. Even so, no one should make fun of a person with a weight problem or someone whom might seem different or and especially whom has a handicap.

I said you are getting enjoyment of a persons Misery to make your Misery feel better. There are People whom get enjoyment by intimidating others to fuel their Ego or just find it amusing to intimidate with such Cruelty. I said please don't be one of those people. The stewardess apologized and I excepted but, when I got up to use the restroom I was told to sit down and buckle my seat belt due to a turbulence rudely by another flight attendant. I was not notified by the attendant that I could get up to use the rest room and therefore I wetted my pants.

What made things worse, I happened to look towards the curtains on the right side of the airplane which was not drawn completely Behind the curtain I saw another stewardess laughing and making a sign of a fat person with her arms and was getting so much enjoyment from what happened. I then saw the stewardess whom apologized to me passing the undrawn end of the curtains making an angry intimidating disgusting look at me and quickly turned away due to she saw, that I caught her expression. I then knew she was not sorry, but, was aggravated by my complaint!

When we landed she apologized but, due to what I experienced on the trip, I decided to withdraw excepting her apology and requested to speak to a Supervisor. My Heart was pounding and there was so much pain and pressure in my chest! I feel so Ill and hesitate to leave my Home feeling there will be other incidents like the one on the Airline. I am seeing a Psychiatrist to help me get over back flashes and chest pains.

I was scheduled for a morning flight from Portland, Oregon to Honolulu, Hawaii and due to Computer Re-Booting Problems on Our Plane; we were delayed a Day. We were given $300 ticket Vouchers; which I miss placed- and was told would not be replaced! I am a Frequet Flyer wirh Hawaiian Air and have spent alot of money on the Islands; I think it is very cheap & unprofessional that they will not work with me!

Customer service did nothing to help me with this matter. The best price they could give me was the 88 dollar increase. The next day I asked to speak with a supervisor Jeremiah 5/15. I explained the situation but he said that he was unable to override original quote. His solution to all this was to give me a 588 plane fair. What savings? From 411 to 588. I am disappointed with the outcome of this matter. Nothing positive was done to rectify this matter. I wont be able to see my cousin graduate from college.

I went philippines with my daugther and my sister.That, when we just landed in the Philippines last 29 December 2008 at about 6:00 PM, it was found out that ONLY THREE (3) OUT OF THE SIX (6) BOXES checked-in in Kona (KOA) Airport in 29 December 2008 were at hand. The other three (3) was reported MISSING. In that case, an airline staff approached me in the person of Ms Kaye and explained to me that it was a negligence of the airline company. She rather advised me that the missing baggage will be delivered as soon as the boxes are available through a delivery company or any other means. Thus, I agreed to that statement and she (the airline staff) issued me a baggage irregularity report.

In January 03, 2009, four days after that circumstances, the 3 boxes were delivered to me and it was my great surprise that the tied WZ pink ribbon along the sides of each of the boxes and the original tape which serves as seal were cut and torn-out. The boxes were unsealed and partly opened and just wrapped with a plain plastic. For this reason, I and the staff of the Delivery Company conducted the re-weighing of the boxes. It was found out that the boxes weighs only 60-61 pounds (lbs) per box, well in fact when we checked-in in the above-mentioned was about 70 pounds. We decided to check the items what were lost in the presence of the Delivery Company staff. Based from the scrutiny, we found out that some of the items were lost/slolen.

after that incidence i tried to call the staff from HA to ask what happen to my baggage. but unfurtunately they said that, that lady is not onduty on that time.thus,i left a message for her so that she can call me back to explain what happen. after that, i never heard anything from them.so i decided to file a complaint to HA in honolulu and they said that the costums are the one who open the baggage. i was surprised of what they said because, i believe that if ever that the costums are the one opened my boxes,they should live at list a SIMPLE notes indicating that they open my bagagage. but never..i never saw any notes.

So rigth after i came back to hawaii,i file a formal complian and forwarded, and its my big surprised that hawaiian Airlines offer me to settle the problem, and pay me $9/lbs. because they said that they are not liable for any loss baggage especially if contains of food even its not perishable. i think its not really fair to all costumer paying expensive fair and happen this kind problem. hope that never happen to again

My husband passed away last year and the funeral was to be held in Hawaii. I purchased 2 tickets for his nephews at the cost of $1476.36 and they elected not to attend. I contacted HA and requested that the tickets be changed to a different date and my name and I was told that the tickets were non transferable. I explained the situation and that I would pay the transfer costs of $250 per ticket and was still told that it was not possible.

I have flown this airlines for 5 years and carry a HA credit card and they say it is not possible? I am not asking for a refund and am willing to pay any cost involved, can you help? I will lose $1476.36 with I have already paid for.

My husband and I took our daughter and family for vacation in Kona, HI. With us were our two granddaughters, ages 13 years and 22 months. Three adults and 1 child and 1 infant. Due to delays we did not depart until 17 hours later. We arrived at airport at 7:30 am 3/21/09 but did not depart until 2:00 am 3/22/09. From 9:00 am until 3:00 pm we were told there would be updates in 30 - 60 minutes. Finally at 3:00 pm we found out we had options. We could get vouchers to sleep at a hotel for a few hours and come back but we couldn't take our checked baggage. So we had to buy diapers, baby food, toothbrushes, etc. The airline employees were very rude and could not give us any updates. They just kept stalling us. Babies were crying and hungry and we just had to sit and wait.

When we finally arrived in Honolulu at 4:00 am their time we had about 4 hours sleep. We caught a small plane to the big Island. The female flight attendant was either drunk or stoned. We tried to reschedule our return flight due to losing one day at the airlines expense. They charged us $750 for 5 tickets to be rescheduled. Since we didn't have the money, we used vouchers they had given us. We had to use $1500 in their vouchers that actually cost $750 just to be able to extend our stay due to the airline's delay. Then they told us that we couldn't get a flight out that day so we could go the following day. This cost us another day's vehicle rental and another day's rent at the condo. My husband took a day from his vacation to go to the Kona airport in person to arrange these matters. This also cost three of us lost wages for one day. But at least we had return tickets with assigned seats.

On the day of departure we had to get the vehicle returned by 7:30 am but the flight out of Kona was at 11:00 am. Instead of carrying around our baggage, we checked it at 7:30 am. No one told us that this would be a problem. When it came time to board we were told that we really didn't have seats on the flight out of Kona. We sat and waited with baby crying while everyone else boarded the plane. My daughter was afraid that we would be once again stuck at the airport for hours like we were in Oakland. With baby in arms, she walked up to the airline employee at the gate and asked her if we were getting bumped. At that the employee called security. I was fighting back tears due to frustration. Finally they had to ask people to give up seats for us because they overbooked the flight.

Once again, not our fault. We boarded another plane in Honolulu and arrived in Oakland, CA. at 9:15 PM. We got all the luggage except baby's car seat. Airline employee says we checked our luggage illegally in Kona and if it gets lost, it's our fault. That we were advised of this when we checked our baggage. Wait a minute. We were not advised of anything. They took our luggage and that was it. No talking at all. We produce the claim ticket for the carseat. Female employee says when they find it they will ship to us COD. By the time we got out of the airport it was 11:00 PM. We'd been up since 5:00 AM. Baby was tired and hungry. My daughter and granddaughters were crying. My husband told the employee that we would not pay COD charges. That they could ship it to us at their cost when they found it. He also told the employee that we would never fly Hawaiian Airlines again and we would advise everyone we talked to not to use their airline. They had ruined our trip from beginning to end.

Three of us lost one day's wages. Undue stress due to employee rudeness. Lack of empathy or consideration due to traveling with a baby. Lack of professionalism. Minor damage to one suitcase. Vacation ruined and stressful. Extra cost due to flight reschedule, additional car, meals and condo rental.

My mother inlaw had a stroke which is why we booked the ticket but the doctors informed us to wait, which is why we cancelled the trip.

we paid $1500 for our ticket now will have to pay an additional $700 to change it! In this econmy!

My family and I cumulatively had 18 legs on participating airlines (Delta, Northwest, and Continental) during the summer of 2008. The HawaiianMiles number was double-checked on every single leg with every gate agent. None of the legs were credited after six months! I was able to find a good majority of the boarding passes (all w/ the HawaiianMiles number clearly printed on the stub), and submitted them to Hawaiian. Hawaiian rejected a leg for all of my family from HNL to SFO on Northwest, as it was a competing route, and their policy states: Earn HawaiianMiles on all routes Northwest Airlines flies except routes serviced by Hawaiian Airlines. But there policy goes on to state that if it's just a connection on the way to your destination, it still counts for HawaiianMiles: If you travel beyond Hawaiians route system, you may be able to earn HawaiianMiles for all Northwest segments. Stopovers are not allowed, and connections must be within 4 hours or the next available flight.

That is exactly what we did: Hawaiian doesn't go to SLC, and we ticketed, via Delta, HNL to SLC, which I showed all relevant receipts for. Furthermore, I bought the ticket directly through Delta, and the Northwest Flight had a Delta flight number, and their Delta policy is: Earn HawaiianMiles on all routes Delta Air Lines flies. Make your reservation with Delta Air Lines at http://www.delta.com/ and provide your HawaiianMiles membership number...which is, again, what I did, yet they still refuse to credit my HawaiianMiles account! It is so maddening that the airlines don't follow through with crediting mileage, and you have to gather the boarding passes and spend all the time and money to prove what they should have had records of in the first place. There are legs from last summer where the boarding passes will never be found, and although I did my due diligence to assure the miles would be credit, Hawaiian Airlines just gave me the finger. Then, to not even honor their own policy makes Hawaiian Airlines frauds.

20,000 lost miles, 100 hours fighting w/ them.

On 12/15/08 I was trying to book some interisland flights and make use of the e-certificate. This is where I started becoming unhappy about Hawaiian Airlines.

So on 12/15/08 I called the Hawaiian Airlines customer service and they transferred me to their web site technical service (or was it their rebate scam manager? ) and I was told "after you book your trip your e-certificate will automatically apply". After more attempts to book flights and use the certificate I gave up and went to bed. Note that she did not tell me I had to book a round trip interisland trip to use the e-certificate as I later found out. As I said, the web site does not show the terms and conditions and appears to be designed to work as such.

So I booked what I thought was a flight on JAN16th afternoon and another flight on a deferent day in the afternoon. This is where we get into scam #2. I believe that I booked the flights as required for Jan 16 2009. I believe that is what I confirmed on my screen, what was printed was the wrong info.

So after all of this hassle on your web site I believe I made a reservation for Jan 16th and saw that on my screen and confirmed it but later when I called your rep today to find out why the e-certificate was not applied I was told. that the flight was for yesterday. And they would not refund my credit card that was scam #4. Refusal to refund in a case of what was at worse an obvious mistake on my part due to what appears to be a deliberate attempt to make it difficult to use the e-certificates. All of this caused no actual loss to the company (the plane they said I booked on was already closed and on the departure runway they could not have sold the seats anyway.

I recently investigated online fares into Honolulu from LAX and called to reserve four round-trip tickets, and use our vouchers we received one year ago to help with this cost. Upon learning that the vouchers I had been issued had expired two weeks ago, I called the airline and was directed to write this letter to conbsumer compaints.

One year ago, my family and one guest traveled the airline from LAX into Honolulu, with a transfer into Lihue. (June 16, 2007). After arriving in Honolulu, we immediately checked in fir our flight for Lihue, and if memory serves, we were one of the first, if not the first, to check in for that flight, which would leave about 45 minutes from our check-in. The female agent who checked us in kindly offered upgrades into first class as the flight was "not very full." We thanked her, and accepted our upgraded seat assignments, got in line and sat down to await our flight, excitedly awaiting the beginning of our summer vacation.

The time came to board the aircraft, and as we approached the ticket agent, we were asked to step aside, and given no reason for this embarrassing predicament, which after 9-11 seems highly suspicious to passers-by. Though we kept asking curiously to speak to someone, no one was available, and the now long line of people who were obviously boarding the flight kept filing through, boarding the aircraft. We had to wait until the plane was entirely boarded, before anyone would speak to us and then explained the following:

We should not have been offered the upgraded seats, as the plane had been overbooked, and the passengers who originally booked those first class seats had since arrived, and were of course given their seats back. We understood, and expected our original seats to be assigned back to us so we could board. We were told that they had been re-assigned to others who checked in after us, and could not be given back, (even though the first class tickets that were erroneously reassigned were given back to those customers). Apparently, we were told, this is a regular occurrence; that Hawaiian over-books to be sure all flights are full, not expecting everyone to show up; but this time everyone did and so we were offered $500 flight vouchers to make up for the "inconvenience", and food vouchers to use "ANYWHERE in the airport" while we waited the 2.5 hour lay-over.

Naturally, we were concerned about our luggage which had already boarded the aircraft, thus we were told next to check in with some baggage office who would instruct us what to do when we finally arrived in the Lihue airport. (A fact that seriously stressed us out, betting the luggage would be 'lost'). Given no choice, we accepted. What else were we to do? No managers were present at any time to discuss this with, even though we repeatedly asked to speak with one.

When we went to eat, there was understandably quite a long wait at the bar/diner, and we had to rush our order once we were finally seated to ensure making our newly assigned flight. Attempting to pay for our food, we were told they didn't accept food vouchers there, and again there was no manager to speak to. We decided to use the vouchers in a gift shop to buy some snacks, but alas,after having our chldren pick out their favorits snack items for the week, they were (incredibly) not accepted there, either, as the checker looked at us with a dumbfounded stare, and of course it was now time to board. This was getting further embarrassing by the hour.

One week later, during our pilgrimage home awaiting the return flight, again in the Honolulu airport awaiting our flight to LAX, we again had a layover , and decided to try to use our food vouchers once more, knowing we would loose them eventually if not redeeming now. After arriving at our specific terminal, which seemed to be a 20 minute walk from the check in point, we attempted to use the vouchers at a food cart, which was almost closing for the evening. We were told they didn't accept them!, but if we could walk the 20 minute trip back to check in we would find a manager in which to discuss this with, who "may" validate them after hearing our story. We decided to attempt once more to use the vouchers, only to be treated quite roudely as were told with great defiance, "these expired one week ago, don't you read?"

Knowing that we had the 20 minute walk back to the terminal, we again headed back, now completely exhausted with this airline and determining that after we used the flight vouchers next year, we would never use this airline again. Did I fail to mention that upon arriving back at our terminal the food cart was now closed, so even if we wantd to pay in cash, we had no food options?

Today, I was told that the airline vouchers expired 2 weeks ago, a fact to which I am embarrassed to admit after everything else, I didn't realize. We travel almost yearly to Hawaii, so if we were told to use within one year, I would not have registered it, (specially after all else had transpired)assuming I would of course use it in that time frame. Not only had it expired, they were good for $100.00 each, not the $500.00 vouchers we were told we would each be given. As there were 5 of us traveling that day, she may have meant to say she would be issuing us a TOTAL of $500 in vouchers, but she clearly represented the vouchers as being given at $500 a piece, and not $100 each.

I am so frustrated by last year, and now this present predicament. Having been treated so rudely last year, and not having had the opportunity to use ANY vouchers from that experience makes me incredibly more-so frustrated, and I am appealing to you for some justice.

Please re-read my story and contact me with any comments you may have. I am curious what your response will be. PS I still have the baggage claim letter/holding pass given to me after the original bump off from the Honolulu flight into Lihue--which documents the bump-off which predicated the need for the special baggage claim letter. Alsotill have the ridiculous vouchers.

Another closing thought I want to add is this: in light of all that happened, how does the airline justify that we paid the same price for our tickets as did others who were not inconvenienced, and whom also checked in for their flights after us? We paid cash for our lunch that first day awaiting the 3rd flight option, ($60), and loss of vacation time estimated to be about 3-4 hours. On the return flight, our children were not given dinner, due to the comical sequence of events around the food vouchers, and settled for peanuts and juice during the flight into LAX.

This is the best yet! I have been flying for over 45 years, and never had something like this happen. My children, their spouses, and my Grandchildren were all flying to Honolulu for our yearly vacation together. We go to Mexico alternating years. We arrived at the airport at 8:15am for our flight departing at 10:30am, Flt. 15. At about 10AM they post a Delayed message. Next we're told they have a maintenance issue and we should depart at 11:30AM. This kind of thing went on every 1-1/2 to 2 hrs. Each time they promised a departure in approx. 2 hrs. We were given lunch vouchers, then dinner vouchers. Mind you it was for a bunch of junk food. At 9:30 PM approx. we are told a plane from Maui is coming in and they're going to board us on that plane.

Well, they boarded us on something, but it was a larger Jet, in a different gate, than the jet from Maui. We boarded and flew out between 11 and 11:15PM. Needless to say, we lost one whole day and night in Honolulu. We were up for 25 hours without sleep. Today, vouchers in the amount of $400.00 each showed up in the mail. I'm not happy with that small concession. Is there anything else I can do? Hawaiian should have brought another Jet in right away instead of lying to us and keeping us there for 12-1/2 hours before departure!!

Lost one whole day and night in the Resort that was already paid for. We were up for 25 hours without any sleep.

I wanted to use my Hawaiian Miles for a trip from Kona, Hawaii, to Seattle, WA for next February 6, 2009. At 3:00 am this morning PDT, which is midnight in Hawaii, I went online to get first crack at the seats that were going to be released which is 331 days in advance. The seats become available at midnight. Just before 3:00 they showed what the reward miles would be for coach as a preferred member: 15,000 miles. At 3:00 when the seats became available, the cost jumped to 25,000 miles, and there were NO SEATS at the 15,000 miles super saver rate. When I went online later this morning after speaking to 3 different people at the web support and reservations desks, I was told that there was only 1 seat available on all 6 flights leaving on Feb 6th. When I went to see what happens if I tried to book just 1 seat instead of 2, it allowed it; and when I got to the seat availability page, every one of the seats on those flights were available!

So I wrote to Peggie at Hawaiian's Consumer Affairs Office, and she double talked about how those seats go so fast. Well, if they really did, why weren't some seats occupied on those flights? Anyone savvy enough to know to go online 331 days before their planned trip would definitely get seats at the same time, especially if the seat selector page comes up automatically in Hawaiian Air! So....do you think travel agents that are tied into the airlines machines grabbed up those seats for THEIR customers? I am so furious with Hawaiian that I am transferring all my miles for 2 times the amount of Hilton Honors Points!

I went to Alaska Air and booked my flight for 17,500 miles with absolutely no problems. They even give you 3 days to change your mind with NO penalties at all! I also booked my flight from Kona to Honolulu on Aloha Airlines for $49!

I reserved on line a ticket through Hawaii Airline, and it would not take my free miles. I had to call by phone to make the reservation. I had 80,000.00 miles, and they would only honor departure--not return. I paid for 2 tickets out of pocket at $599.00 each. (Last year I received 2 tickets, round trip, free for the same amount of miles.) I tried to cancel the flight 2 days later, and Norman stated that I had to call on Monday. My husband called, and Jason would not refund our money. We were not expecting to get 100% refund, but instead we told that they would give us credit only and charge us an additional $179.00 per person to make another reservation within the year.

What was not stated is that we always purchase insurance on line. Since we were not able to make our reservation online, and we needed assistance by phone, it voided the insurance. That was not explained to us. I do have a copy of the online reservation that I tried to make with proof of insurance, and all they stated is that that is voided because you made the reservation by phone.. My husband spent 2 hours talking to customer service. We are "preferred customers"; what a joke. Hawaii Air would not give us a phone number to call, but faxed it to consumer affairs and were told they will get back to us. It has been 3 days and yet have not received a call. We own a condo in Kona and fly there frequently. We will no longer fly Hawaii Air, and I would not recommend them to anyone.

I bought a packet vacation deal from Hawaii Airlines and they were supposed to get my miles credited to my America West/Us airways account. They still have not done it. What makes me even more furious is that I thought I was buying a luxury packet with the 5 star hotel name backing it. Just to find out it was so dingy. I got over it. I only got that packet because Hawaii Airlines is supposed to be an affiliate of the airline I prefer and I want my miles credited. They asked for my miles number and each leg of the trip, I was told I was getting credited. After so many weeks, all I get is the inability to reach a human being on the phone and email auto-responses. It's ridiculous.

I had a death in the family that caused me to cancel in 2007 our 20th Wedding Anniversary Trip. My wife and I had never had a honeymoon so this trip was going to be that special time. We had been saving our hard earned money for the last few years. Unfortunaetly we had to cancel the trip last year to utilize our money to take care of our family. I followed all the procedures requested of me through Expedia, when cancelling a trip and they were great. The death over a year ago was tragic enough for my family, but because I had to cancel the trip, I had to use the Airline tickets within one year to book another trip. That time frame is up on 1/13/08.

Therefore, I contacted Hawaiian Airlines on 1/03/08 to learn how this was to proceed. In that conversation I was told I would be charged a fee against my origianl $1,200 tickets that they had since last year. That fee could be between $125.00 - $175.00 per person. As stupid as this may be, I understand it and I was willing to pay it to utilize my $1,200.00. On 1/9/08 I called to order the tickets. At this time, I was was rudely informed that the fee was $175.00 per person per way bringing us to add $750.00 in change fee orders due to a death in my family. During this call and the call with theri Supervisor Peter (Badge PB) no one even told me that I could have this fee waived because of the death. I had to get so irrate that I pulled the Consumer Advocate number from him and place a call and complaint. The CAO-Manager is just as useless as they send you a goofy condolence message and then requested us to send the Death Certificate in order for them to review if they will waive the cost. Here is the point I am talking about waiving only $350.00 with this multi-million dollar company. I am willing to pay a change fee but $700.00 is a crime! They already have my money made a profit and cost them nothing because that flight was filled last year. But they have a chance to utilize their position and drag out more money from the common man it is disgraceful! My family has relocated and I need to have reprinted a death certificate and all has to be done and processed in three days. They know I can't and I just won't. I'd rather lose this money then pay this airline another dime. Going to Hawaii choose any other airline then Hawaiian.

Loss of $1,200.00 and an anniversary trip.

I am a concerned former employee of Hawaiian Airlines. The information that I am about to disclose should be considered a major infraction that affects air safety and security. If the FAA has not been informed Hawaiian Airlines has had numerous load shifts on inter-island and transpacific flight. During my 3 years of employment I have witnessed that the actual weight of baggage that is loaded in 717 and 767 A/C transpac cans is not as what they should be. In my opinion, more than a fair share of flight are over weighted (sometimes <2000 lbs.).

Fyi, the current instruction from station managers is to approximate a total bag count multiplied by 35 pounds. Transpac can curtains are not secured as the manufacturers standards and sometime tied off with strings.

Hawaiian Airlines employees are not screened by TSA before entering the sterile/black top area when entering the Hawaiian Airlines cargo area, admin area behind customer service, inflight lounges, and Elliot street parking lots. This may cause a serious security problem for passengers and other airport employees.

I placed a call on the same day that I made a reservation, Aug 21, 2007, on Hawaiian Airlines for a flight out on Aug 24, 2007 from Sacramento, CA to Honolulu, HI. I had purchased my tickets online and found that I had erroneously made a roundtrip ticket for my name & my husband when it should have been made for my grandmother & grandfather, Francis Dela Cerna & Reynaldo Lucio. I tried to explain this information to the agents and I had emailed my concern to consumer affairs, per what was relayed to me by the Hawaiian Airlines agent. I even went in person to the airlines on the day of leaving to see if any corrections had been made. I have a copy of a print out that was given to me by an agent who showed me that I was told the policies over the phone as well as in person, that the tickets are non-refundable.

I was not looking for a refund. What I was hoping for is that I could get credit with Hawaiian Airlines as a gift certificate for this flight that I did not get. There was a documentation that I did call on the same day the order was made. The agent that I spoke with, did not complete any other information as to why I called, but it's on my copy of the print out. What I would like to have done is to have a higher supervisor or even someone higher that can take care of my concern. I believe, as a consumer, that I should receive what is fair and that I get what I paid for. In this case, I did not get a return flight on the date stipulated, Sept 4th, 2007.

Myself, along with 8 friends purchased round trip airline tickets to Maui from Portland Oregon on Hawaiian Airlines in early 2007 for a trip commensing on April 27 through May 6.

As I went to their website today to check on my departure details etc, I noticed that if I booked the same itinerary and class of service the fare was about $120 LESS expensive.

It goes without saying that I was more than a bit irritated - given that I had made and paid for my reservations several months ago and here it is a week before the start of the travel to find the same flight to be about 25% less.

I contacted the company to discuss the situation and rememdy. I was told that it is not their policy to make refunds for lower fares and that the only option would be to reticket it, but there would be a $100/ticket fee to do so and the remainder would be a credit for future travel.

I can see this being the case if after making a commitment to them I needed to change my plans of date, time or class of travel - but in this case it was the exact same flight, date, time, seat.

I know the airline provided a type of remedy (to reticket the flight and leave me with a relatively worthless credit on their airline for future travel) but with that kind of remedy I will not want to travel with a company that penalizes customers so heavily for making reservations and committing to them early.

I booked a flight for my wife and I on Hawaiian airlines last year, (May 10-19,2006) I had to cancel for a family emergency and was informed by the ticketing agent that I had a year to rebook my flight. He stated that I'd have to pay an additonal fee of $125 per ticket. I thought the fee was steep, but agreed that I could pay that to re-book my flight. Today, Feb 13, 2007, I attempted to re-book the flight and was informed that I would have to pay $500 dollars ($125 per ticket each way) to rebook the flight. I went on the internet and Hawaiian is selling seats for $429 round trip. They also told me (today, almost a year later) that if I got a note from the doctor, for my father's illness, they MIGHT waive the $500 fee.

I have until the 21st to book the flight and that is subject to availability. When I asked to speak with a supervisor, I waited 15 mins on the phone. The supervisor never came but told the ticket rep that I'd have to pay the $500 or lose my ticket. i have paid a thousand dollars and received no services from Hawaiian airlines.

I feel blackmailed by Hawaiian Airlines. Either pay an additional $500 or be out the $968 I already paid for my tickets. I will never do business with them again.