Hawaiian Airlines

The first kiosk I went to started reading my passport but then appeared to crash. I waited a few minutes for it to respond, then gave up and went to a second kiosk. The second kiosk accepted my passport, but then it gave me an error which re-directed me to the departure agent. Again, I waited in line for the departure agent. Once I got to the departure agent, she told me I was in the wrong line and directed me to go wait in a different line. So I went to go wait in the other line. By the time I got back up to the departure agent again, I was told that I was too late and could not check in anymore and would be pushed to another flight. She told me if I got to the gate, the gate agent may be able to get me on the earlier flight.

What made this incredibly more frustrating, was that two of my friends on the same flight were also checking their bags. They were literally putting their bags on the conveyor while the departure agent was telling me that they couldn’t check my bag. I was able to get through security quickly and the flight wasn’t even halfway boarded yet. I was told I couldn’t fly on that flight, saying I had checked in too late, despite literally showing the gate agent the ticket I had when I checked in online on my phone. I ended up waiting with my friends for 10 minutes before they departed on the flight that I was supposed to be on.

As a result, I got split up with my group and was put on a later flight. This later flight was then delayed an hour and a half. This caused me to miss my connecting flight from HNL -> LIH. The guest services agent here was able to book me on standby for a flight later today, but was unable to help me in any other way, not even something small like complimentary access to the lounge. So now I’m stuck at HNL writing up this experience while I wait for my flight to LIH. Being on standby, I’m not even sure I will be able to make it to LIH tonight.

I am telling you, If this airline wants to be survived in business, they should fire those terrible attendants who can not be changed in personality. Rehire new attendants who are willing to learn and practice airline service education and manners with real Hawaiian kind positive spirit. Because of this poor experience, Our whole family and in law families decided we will never take that airline again.

I kept calling my bank to inform them of what happened and if they had received a refund under my details but they assured me that the funds had bounced back to Hawaiian airlines and every time I went and told Hawaiian airlines this they just came back to me and said the refund has been processed on their end and to keep contacting my bank. After 3 months of asking them to do a proper check of their accounts I was able to get a letter from my bank showing that the funds had bounced back to Hawaiian Airlines, only then did they finally decide to acknowledge that the money was sitting with them. So then they agreed to do a wire transfer to my nominated bank account so I sent them my bank details and was told it would take 3-5 weeks to process a wire transfer.

5 weeks had passed and I still hadn't received my refund so I made multiple phone calls and sent a number of emails to try follow up and all I kept getting was "please wait for the consumer affairs team to respond to you". Nobody even bothered to actually look into my case and see what the hold up was until I spoke to a Supervisor who told me he would look into the case and get back to me within the day. The next day I received an email saying my refund had been processed to the original form of payment method... again, after it had been established that original payment method no longer existed and a wire transfer would be done. They just went and did the same thing which I specifically asked them not to so here I am 9 months later still waiting for my refund. Safe to say I will never fly with this airline again. Worst experience I have ever encountered with an airline.

Now being that I was at the time NOT in good health and worried about my foreign wife who could not travel to the U.S. with me, I attempted to leave my seat to go to the restroom but forgot that I still had my seatbelt snapped loosely around my waist. When I attempted to rise I was caught and fell back in my seat. The stewardess, a miserable middle aged woman said- "you have to unbuckle your seat belt first!", in the most demeaning sarcastic voice that she could utter! Now I may not be a genius but I do have a Masters degree and had been a High School Guidance Counselor for numerous years and in all that time with 400 students every year, you would be unable to find anyone that I have spoken to in that tone and manner! I observed the rest of the "crew", and they all looked as unhappy and borderline angry as did the aforementioned attendant. I will NEVER fly that airline again, NEVER EVER!!!!

Second my one suitcase that I was checking was a few pounds over the limit, which I POLITELY with a SMILE informed the attendant that it would be fine with me just go ahead and charge me the fee, instead she responds with the most arrogant and condescending tone stating that I should consider taking things out as it would be “cheaper for you.” Okay I could understand if she was trying to be helpful but her tone and mannerism said otherwise, she made it seem as though I somehow couldn’t afford the overlimit fee and she's doing me a favor!!! To top things off what really upset me is that I’m clearly a KAMAINA guest who PAID for a first class seat (not UPGRADED), I was also very polite to begin with and to be treated as though I was somehow a second class citizen!?!? Lady this airline was founded in HAWAII and bears the name “Hawaiian” you better treat the people of its home state with at least some respect!!

Finally instead of helping their guests with heavy luggage Kona International Airport is literally the pits! So you have to actually roll your own suitcase back around the long queue (zero AC btw and its 80 and humid!) to a dinosaur of a conveyor belt that's also staffed by more rude and lifeless people!! When I finally get on the plane the attendants give you the bare minimum service and not to bring race into it but I'm assuming it's because I'm brown, because I'm not even exaggerating the ** and Asian guests seemed to be having one hell of a time with the first class flight attendant!

When we reached Honolulu airport the ticket agents at our gate were also sad, lifeless and rude to guests, so at this point I'm assuming Hawaiian has different service standards for those departing Hawaii vs visiting! All in all this was perhaps the worst travel experience I have ever had, and it saddens me that this company, our dilapidated airports and abysmal customer service is what is supposed to represent the otherwise beautiful state of Hawaii. Sad...

10 days ago, Hawaiian Air RE-CHARGED the credit card for the flight from OGG to OAK; they told the credit card company (after I disputed the charge) that a 'voucher' had been issued. After hours of fighting to get the refunds and figuring I was done with them in June, I now have to restart entire fight to get a refund for a cancelled flight. I can't believe that they can just go charge your card months later on a whim. I don't want a voucher - I don't want to do business with them ever. Next step, DOT complaint.

Conveniently Hawaiian changed their refund rules from being eligible for a refund if your flight was changed from a non-stop to a connecting flight to a credit only. They advertise non-stop flights that are not even currently in operation then switch you to long connecting flights and change the rules in their favor so they won't refund you... Only give you a restrictive credit. Classic "bait and switch" criminal scheme. Hawaiian took 653 million dollars of your tax money as a bailout, yet they abuse their customers and refuse to follow the DOT enforcement action letter regarding refunds.

I implore anyone having a similar experience to file a complaint with the DOT, BBB, and Hawaii Attorney General and post a review of your experience everywhere. Save your fellow travelers the trouble we are experiencing. Also, if you purchased your flight with a credit card initiate a charge back with your credit card company. Do your research and gather your facts to make your case. There is lots of information on the internet to help you.

I am looking forward to the class action lawsuits that are pending and hope the DOT and Federal Government step in to take action against predatory companies like this one. Hawaiian Airlines' treatment of its customers during this time is going to have a long lasting negative effect on this company that will last much longer than this pandemic. Hawaiian Airlines is a brown stain on the aviation world. They will never get business from my family ever again. I hope you are smart enough not to trust this dishonest company either.