Hawaiian Airlines

If you are a US based Carrier/Corporation I believe you need to have US based customer service, Hawaiian Airlines CS is located in the Philippines, this becomes an issue when your CSR reps speaking broken English and are clearly having a hard time understanding the needs of the customer and conveying incorrect information. Setting up and or having to change travel plans can be very difficult and emotional for various reasons and there seems to be a total lack of concern and empathy for their customers.

Our experience with Hawaiian airlines was horrible! Customer service is nonexistent! Our flight was almost 8 hours delayed and all we got is a sorry and here $100 off your next flight. I don’t want to fly with you next time if you treat your customer that way. I had 4mo old, 3yr old and 6yr old with me. We boarded the plane, sat on the plane for 2 hours then had to deplane and sit in the airport with 3 kids for another 6 hours. I paid extra to fly Hawaiian to be home from our Maui vacation at a reasonable hour. Instead we spent the entire day in that airport and came home stressed and exhausted at 2am. When calling customer affairs I was basically told that $100 off is a fair offer for ruining my day with 3 little children. Never flying with them again. They didn’t even try to make the situation right. Oh and they damaged my car seat.

I had been diagnosed with a stage 4 cancer and we planned a last minute trip to Hawaii with our son. After successfully booking our flights, we assumed all was in order. Unfortunately, our flight was cancelled 17 hours before the scheduled take off by merely sending an email (no phone call alerting us of the situation). Fortunately I checked emails beforehand or we would not have known and would have arrived at Long Beach airport the next morning expecting to take a flight to Honolulu! We were flying on Jet Blue from Salt Lake City to Long Beach the night prior (8/31/2019) in order to be in the Long Beach area in the morning for the flight. The cancellation email did not offer us any alternatives such as "we can reroute you" and no mention of refunding our approx. $1,500.00 -- it simply stated that the flight had been cancelled!

I was going to Hawaii only because a girlfriend wanted a travel companion; however, due to sudden family illness, I had to cancel my trip. In 3 different phone calls, agents said tickets could be reused to fly anywhere Hawaiian Airlines flies. They gave examples like Vegas or New York. The website route map gives the impression one has many options. Living in Los Angeles, I tried to book for New York, where I have relatives. I was then told I had to fly to HONOLULU on at least one leg of the trip, because Hawaiian uses "partners" (in this case, Jet Blue) from LA to NY. Using a "partner" does not count for reusing the tickets. The agent finally admitted that, to reuse the ticket (which also involved a $200 change fee), I had to FLY TO HONOLULU.

This post is to just make other aware of an issue we have encountered. We do not travel till April 2020. We booked an Hawaiian Airways flight from Honolulu to LV. This is a once in a lifetime holiday on retirement. When the fares became available we had set dates we had to work to. We booked 2 economy flights at $418 per person. Two months later the same flights are $291 per person. We were always under the impression if you booked early and paid in full a fair price would be given. Hawaiian Airlines do have a Gaf policy and will refund the monies less $40 per person admin charge even though the e-tickets are on the same email. NOTE THIS IS NOT USABLE AGAINST ANY OTHER SERVICES E.G. BAGGAGE.

We book a flight out of San Diego first class to Lihue, pick our seats, airbus a330 with lay down seats, only to find out that they change planes to a321. We were not notified of this change. We just happened to check flight status and found out of the change, paid more for the lay down seats. We called about changing cities with the a330 flies out of, they said we would have to pay the fare difference. What a way to run an airline BAIT AND SWITCH. The six (6) of us will not fly Hawaiian anymore. What a joke, no courtesy to Inform us of this change, fly UNITED.

Living in HI, for years we used Hawaiian Airlines to fly from here to So Cal, where we used to live – the flights were always on time and without incident. This year, we needed to fly to Orlando, which Hawaiian did not do, but we still used Hawaiian to get to Las Vegas, then booked with one of their partner companies, United Airlines, to get to Orlando – The flights out were great, the problem occurred on the trip back.

I fly regularly with HA, but having to call their customer service is an awful experience every time. The representatives are very difficult to understand with broken English. I sometimes have to change flight reservations and it is not uncommon that they cannot resolve my issue. Long wait times and multiple transfers are typical. Today, in attempting to make a reservation change that I was told was not possible and was given no reason why, they also lost 50k miles in my account within a 30 minute period and had no explanation for it. I would give their service a negative star review, if possible, after consistently experiencing these issues over many years.

We fly with Hawaiian Airlines at least twice a year. We always upgrade to extra comfort and we get the same food as in coach a sandwich and we just went on Omni Air and took the first class and we noticed the premier class, which is similar to extra comfort, has about almost the same type of food as in first class (a smaller serving size) and in your recent commercials your complimentary meals is actually your first-class meals, not for extra comfort or the main cabin you get a sandwich and when I just went to your website. You only show first-class meals on your menu. What about the main cabin. I think you are false advertising.

My son and I took a flight to Hawaii Friday 7-5-19. We were supposed to depart at 9am. Our flight was delayed by 4hrs. We didn’t start to board until 1pm. We got in to Hawaii around 5pm (traffic time) and by the time we got to our room, checked in, had dinner our whole day was gone from our vacation. Returning home today 7-8-19 we get to the airport, everything is self tag and bag! There are ZERO signs stating this! I stood in line for about 30 minutes before the lady even notified me and then got upset when I asked her why they don’t notify people before getting in line. Extremely unhelpful and unprofessional.