Consumer Complaints and Reviews
Beware of Customer Service. Booked a vacation package for a trip for myself and my 10-year old daughter. I called the hotel with questions and was told that children 17 and under stay free. I called Hawaiian Airlines to change the package and remove the hotel portion for my daughter, I spent over an hour on the phone... mysteriously transferred to someone else, had to explain everything all over again and the 2nd agent didn't seem to understand a word I said, she just repeated herself over and over again. Will never use this service ever again, nor will I recommend it.
My flight on Hawaiian Airlines had been delayed repeatedly so I almost missed the last connecting flight of the evening. Upon arriving to HNL there had been multiple gate changes which were not updated on the monitor in the terminal. I ran as fast as I could to find my departing gate. As I arrived at the gate I indicated to the gate agent it's very frustrating to not know which gate to be at, the employee responded, "Well you are here now". Very rude when a simple apology was in order. I needed to contact my husband to let him know of the flight change so he could pick me up. As I entered the aircraft I asked the flight attendant what time we would land and he rudely responded, "Depends on what time we depart." He didn't offer to expand or help.
I proceeded to find my seat then sat down. My row was empty so I put my backpack on the seat next to me trying to get settled in from the stress and trying to contact my husband before the door closed. The same flight attendant walks down the aisle and says to me, "Your backpack must be put underneath the seat." He was extremely rude again and mind you the door to the aircraft still hadn't closed. I responded to him, "Yes I know." The flight attendant then asks for my boarding pass, I locate it and hand it to him not knowing why he is requesting it. He snatches the boarding pass from my hand and walks away down the aisle. Soon after an Air Marshall walks down the aisle to speak to me. He says, "You have an attitude with the flight attendant." I responded "No sir I did not and I feel harassed by him. His response was, "No you are not being harassed! Can you fly tonight without incident or do I need to contact the police?"
So completely startled as to why this gentleman is even talking to me I respond, "Yes no problem." I did not move the entire flight for fear of encountering the same flight attendant. We landed and I stood up to deplane but thought to myself I need to report this employee. I asked a female flight attendant behind me if I may have the name of the senior flight attendant of this flight. Her response was, "Everything you need to know is in your flight record." Once again just rude and inconsiderate responses. I didn't ask anything further and just proceeded down the aisle. As I pass the male flight attendant, he says in a loud obnoxious voice, "What does her shirt say?" I was in a work uniform with a logo on it.
As I reach the end of the jetway and step into the airport I hear over the radio "Stop that woman in a uniform." The employees ask me for my boarding pass which I no longer had as it was never returned to me. I responded, "I don't have it. Your flight attendant took it from me." I proceeded out of the airport and left. The male flight attendant was a young local and so was the air Marshall who boarded the plane to speak with me. Over the years I've heard stories of locals harassing people from the mainland but never experienced anything of this magnitude. I was traveling alone away from home and terrified by these employees. At no time did I break any federal laws, and not one employee could explain what I did wrong. I am deeply disturbed to know Hawaiian Airlines employs locals that display this type of behavior to their passengers. I will be escalating the incident to their executive office and seek legal council.
I don't recommend Hawaiian Airlines to anyone. I've been trying to use my 80000 + miles to book flights. Apparently though, HA doesn't set aside very many seats for its loyalty program members. We started trying to book flights approximately a hundred days before our vacation (right after my fiancee had her vacation approved). That wasn't good enough to get flights at decent times. We're faced with either leaving very early or very late both coming and going. What did their customer service tell me we should do? They said we should have booked when they opened up the flights for booking - 330 days ahead. REALLY??? That would have been totally unrealistic for us and I think many other people. Why don't you just add more seats for people who are members of your program? Loyalty isn't a one way street. What makes it worse is Hawaiian Airlines doesn't care.
Sat in the airplane for over 2 hours while they were waiting for some other flights to arrive with no real ideas as to when that was going to happen. Really bad communication and customer service. I have had a bad Hawaiian Air experience before so I should have learned my lesson but thought I would give them another try. The spirit OF Aloha is a two-way street. Treat your customers better!!
Jan 6th 2017 arrived at airport to find flight delayed. Noticed we would miss connection. Called customer service. Was told after 20 min they had put us on a flight arriving at 730 pm. I explained I had grandkids arriving at Lihue Airport and they would be alone for approx 6 hrs. She told me to talk to agent at the airport. When she arrived she referred me back to customer service. Called again after I went online and found a flight leaving Kauai to Lihue getting there at 230pm with 9 seats available. The phone agent said she couldn't get me those because I purchased coach and those were preferred seating.
After going back and forth she told me to speak to agent in Maui. On the flight to Maui we were told that they were going to hold the plane. That didn't happen. We ran to the gate just as they closed the door. Agent in Maui said no seats available. Sent me to Island Air to buy tickets. They sent me back. Different agent was now at the counter helping explained she said no seats. I asked what other airline Flys to Lihue so I can buy a ticket. She said "Oh you want to buy a ticket." I said "No but I won't leave my grandkids alone so I have no choice." Her reply was "I have two first class seats for sale on the next flight. The total will be 628.00."
I bought the tickets and this was the same flight I had been trying to get on all day. I have flown Hawaiian for 16 years but will now search other airlines. After I use my ticket that we didn't use which now I hear that will cost 200.00 to change, what a scam. And this is the short version of my whole experience. I also faxed a 7-page complaint the day after we returned on the 17th and I have not heard back from Hawaiian Airlines.
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Bought a ticket for 628$. Had to change for medical reasons. The ticket price was 403$. I had to pay a 200$ change fee but apparently you don't get any credit for the amount you paid if the subsequent ticket is less that what you paid. BUT if it costs more, you pay the difference. So even though they say you have 628$ travel credit, you only have as much credit as the next flight you take PLUS you pay 200$ extra to change. They keep you on hold forever, speak horrible English and basically are robbing their passengers.
I have use Hawaiian airline credit card for the last 13 years and never used any miles for a ticket. I called them multiple times before last thanksgiving and I was told that it was too soon for me to use my miles for a flight. I called today 1/5/17 and I was told that they have no seats available for my family and I. After I got a supervisor on the line, I was told that I only have a little less than 360k miles. Over the last 13 years, I know that I have had more than 360k miles. I have demanded an audit to no avail. If 13 years cannot get you and your family a free trip to Hawaii for a week then what is the use of the credit card at all. What a ripoff.
Having turned up early for the flight we are told delayed by 6 hrs due to yesterday's fog at San Diego (everyday occurrence). 12 hours to put it right but they claim it is still an act of god...not an excuse. Do not use this company. Fly Alaska Airlines!
Synopsis: Cabin crew turned down the temperature to a painfully low 53 degrees and forced passengers to purchase their "souvenir gift blanket and pillow set" or suffer what I consider to be inhumane treatment. Details: My wife and I went to Maui in early December to escape the unusually cold weather in California. We loved the weather in Maui. But on our return flight (flight 42 from OGG to SAN Francisco, Dec. 10, 2016), we were forced to endure painfully cold temperatures so the crew could sell more blankets.
How do I know this? 1) At the beginning of the flight, the flight attendants all wore thick black long-sleeved jackets, while the rest of us were dressed like we were on vacation in Hawaii. The cabin crew knew in advance how cold it was going to be. 2) Nearly everyone around me purchased the blanket because they had no choice. It was "pay up or suffer." 3) Within an hour of selling as many blankets as they possibly could, and more than they sell online in a year, the crew turned up the heat and took off their jackets. 4) At the end of the flight, many passengers left the blankets on the seat. They didn't buy them because they wanted to; they bought them because they had to.
If there is a good attorney out there reading this, please initiate a class action lawsuit demanding that HA stop this practice, apologize to their customers, refund all blanket purchases for the past two years (all of which were bought with credit cards) and offer all passengers something for their suffering. Greed is one thing; torturing the customers that entrusted you with their well being in order to squeeze a few more dollars out of them is something else. I rate this airline as scum.
My family and I made our reservations a year out from our trip to Hawaii. My trip is six months out as of right now and I had to make a change to my reservation. My husband and I purchased our entire family ticket on our credit card and we are flying first class. We are talking of some $8,000 and his sister was unable to pay for her share of the trip so someone else is willing to pick up the seat and go with the family.
I went online and I attempted to make a change but I was unable to make any changes to the reservation. I then called the 1800 number and I would get a person in the Philippines all the time with a horrible accent. I stated I need to make a change to my reservation and they said I was unable to and they then gave me the 1888 number to the trip insurance we bought. Then the call would be disconnected. No "thank you for calling" or "can I transfer you..."
I then asked to speak with a supervisor, and kept on getting the runaround with agents stating that there was no supervisor on the floor, not there, or whatever excuse they could seem to come up with. After a long wait (some two to three hours with multiple hang-ups from various customer service representatives) I then spoke with a supervisor who said she would be able to make a change to my reservation but the airline would charge me $200.00 X 6 (total passengers going). That's a $1200.00 penalty for the switch. Is this real? I can understand a one-time charge of the $200.00, but not for every passenger. The frustrating part is that my In-laws are trying to do their 30th wedding anniversary and vow renewal in Hawaii. That now seems impossible.
I bought two tickets to Hawaii in May. When I went to check in 24 hours in advance, they assigned me a seat and didn't assign a seat to my significant other. I called to complain and the lady wouldn't let me talk to her manager. Basically they wanted us to pay $50 for me to switch my crappy middle seat to sit next to her even though the seat next to her was free! I HATE Hawaiian Airlines. What horrible company. I hope they go out of business.
I am planning to move from Honolulu to the mainland & wanted to book our flights but before this I decided to call HA & make sure there would be no problem taking my 6 lb Chihuahua in airline approved kennel in the cabin with me. As the girl on the phone is reading a disclosure statement to me she reads off that the kennel must be able to fit under the seat in front of me in coach class. I asked her how much is the height under the seat & she said 9 inches.
Well first of all they don't make a kennel 9 inches tall that a dog can stand up & turn around in that would fit under a seat in coach class, & besides that no animal lover would stuff their pet under a seat on a plane in coach or for that matter 1st class either. That would be cruel & inhumane to do. Needless to say we will never give our business to HA ever, ever. SHAME ON HAWAIIAN AIRLINES. THEY NOT SO PET FRIENDLY AIRLINE not to mention $175 they will charge at the gate. Glad I didn't book that airline.
On the return trip from Kona back to Oahu flight HA 189 a day that started at 0200 ended with me still waiting to leave at 1700. We normally book later return flights to cover any contingencies knowing that there are usually no problems with changing return trips. Wrong. My whole unit was able to change their flights, except for myself who had gotten there earlier to drop off an excess baggage delivery before everyone else. I was prompted to check in my bags after I checked in, so that I could then change my flight. Knowing they had custody of the item I thought nothing of it. Only to be told that there were indeed seats available on the 2 hours earlier flight but they refused to change it because my item was already checked in for the later flight.
I let the attendant know that I had just handed it to the TSA personnel just 4 feet from us less than 2 min ago. She then responded that TSA wouldn't allow the change to which I responded by going to the TSA agent. They had no issue with the change. It was on the airline to just ask their workers in the "back" as the attendant described earlier to just change it. The TSA agent even came to the desk to ask why they wouldn't change it. The response was simply "we can't." After this, to add insult to injury, the flight was over an hour late. I'm actually still waiting. I will have to work out alternate transportation when and if I finally get home tonight. One word for this airline, Horrible.
This is a problem I would like to share hoping that other Hawaiian Airlines customers have suggestions or similar experiences. My account online reservation modification feature has been "disabled" for the past several days. As a Pualani Platinum member the feature to change a reservation online is important and not having it is very inconvenient. The error message I get online when attempting to change a reservation is WEB: BK 100? I have spoken to the HA web support agents as well as emailed the company with no explanation what the problem is and that calling into their reservations department is my only alternative to making changes.
It seems the control of this and other features offered to customers are being withheld without our knowledge and without respectful explanation at the company's discretion. Anyone care to comment? I have given up and will have to call them for assistance. And by the way a Pualani Platinum member has to travel at least 40,000 miles per year.
This terrible experience began with booking. We booked with our miles, and was told that we can only upgrade our seats 24 hours prior to the flight. Okay, we then called exactly 24 hours before take off, they told us, "Oh no, you have to check with the gate agents." I insisted them to check for the upgrades. They then told me, "Oh yeah, please pay this much, we will upgrade you right now."
The call got dropped by them, called back, dropped again, called back. They was told, "Nope, you have to get to the airport and upgrade..." At this point, I am totally confused. I asked to speak with the supervisor. She came on after 15 mins, then told me that the seats are sold out! After being told 3 different versions of their OWN policy, no one seemed to be on the same page. And we lost our seats. If you can avoid booking with Hawaiian Airlines, please DO!
My wife, kids and myself flew into SFO late last night from Maui. We had to wait about 20-30 minutes to receive our strollers at gate check. We were the last family to receive ours. We ran to the restroom to use the bathroom and changed diapers. We then proceeded downstairs to baggage claim at approx 10:50 only to find that our bags have already been removed. We then spent the next hour and a half trying to locate them with no success. There was no Hawaiian Airline representation that we could find. We checked with airport services and they suggested we check with the check-in counter or use the white service phone to call them. The check-in counter was already closed so I called the 1800 number and the guy informed me that unfortunately the baggage service department is closed and he could only provide me with the number but I would have to leave a voicemail.
We then proceeded down back stairs to baggage claim and spoke with the JetBlue representative that was there and she tried to call the number and she had no luck. I proceeded to the Alaska Airlines baggage service which is across the hall and asked their representative if he had any suggestions and he said Hawaiian only has offices and no official baggage desk at SFO but most airlines will deliver. I tried the 1800 number one last time in hopes of getting a different response but unfortunately the representative apologized and said there was really nothing she could do besides provide the numbers to the departments that were already closed. So from 10:50-12:30am we ran around the baggage claim and the airport with a 4-year-old, 2-year-old and 4-month-old that were overly tired trying to find someone to help us find our luggage.
Finally we gave up and figured the best option was to drive home and call in the morning to get the bags delivered. I called the next morning and spoke with a representative who informed me because it was our fault they would not deliver and we had to pick the bags up from SFO, but we drove back to our home in Sacramento. I pleaded with her on what happened and she said it was still our fault and they would not deliver. I asked to speak with the manager and she handed the phone to Gladis who stated the same thing and said per the file a representative waited until 12 for us, called us and paged us. All which never happened as I received no calls and we were in the baggage claim until 1230 with my wife crying and our 3 kids. I told Gladis this and the steps we tried to take to get our luggage.
I also informed her about the 1800 number and she said they would have not told us that and they would have connected us to baggage because it is 24 hours. And she also stated that someone waited for us. This was very frustrating as I felt she wasn't listening to anything I was saying and basically stating all my statements were false. I expressed this to her and she got very defensive and expressed the best she could do is send our luggage on a United flight to Sacramento. This appeared to be the only option as we also tried to speak to another manager, Ryan, and I attempted to call customer service line and speak with a manager but the rep, Hershey, told me I had to submit this online. This experience honestly was terrible. I understand things happen and if they pulled the luggage and we had to drive home without it, there are worse things that could have happened.
But what really frustrates me is the interaction with Gladis and the baggage department in refusing to deliver because it was "our fault" and they had a file note (third hand story) on what happened. I would love to see the phone records of the person that tried to call me that night, or we can talk to the JetBlue or Alaska Airlines representatives who tried to help us and they can attest that there was no one there after 11. I also am attaching a picture that was taken at 11:43pm (8:43pm Hawaiian time) that shows us in the terminal at the time there was supposedly a Hawaiian Airlines rep there waiting for us according to the "file". I have flown with Hawaiian before and honestly it was great and the flight to and back was excellent.
However this situation really disappointed me and how I and my wife were talked to is unacceptable. I really hope this is an isolated incident and not representation of your company’s culture. I felt this information needed to be passed along because it completely is against your mission of being passionate for customers and people. My phone number is **. I would love to speak with a live person that is willing to listen and not be defensive and engage in an argument like the previous interaction.
They over inflate prices for even the people that live here that utilize their services consistently. Their website and web support services which is likely not based in the United States is cannot even resolve their own issues such as log in and recognizing your frequent flyer number. I have been a loyal customer for the past decade. It is unfortunate that the State of Hawaii pulled the Hawaiian out of bankruptcy rather than Aloha airlines as their services represented the people of Hawaii. There is no longer any reward for loyalty. They have "Hawaiian Airlines" credit card whose bank and policies are based on the east coast and therefore base their late charges on east coast time rather than Pacific time which for most of us who live here is such a farce and another way of inflating costs for the people of Hawaii.
It has been such a monopoly on the airline industry in Hawaii probably because of huge political pull. At this time I have not only been unable to get into the website to book a routine flight but it has no longer recognized my frequent flyer number and they have not resolved this for the past week and their web support services lack any insight or assistance.
They are dishonest, offering low fares then stating "oh they were already purchased but we have seats available at a higher price..." What a load of crap. Please fly anyone but them. If we can put them out of business the next airline will think twice about lying and giving bad customer service. Tell your friends "Boycott HA," run them out of town.
Don't fly Hawaiian Airlines if you have an alternative. They lay many traps for the unwary. Their service is terrible. I went to the VIP HNL customer service counter with a question. The senior agent, Linda, told me to go to the regular line. When I told her I was a gold member she walked away, leaving me with the intern who didn't know anything. If you call you will get an attendant in the Philippines. If you can decipher her English, you will be put on hold until she calls someone else for the answer. Waste of time.
I missed my connection and asked for a refund. Was told I could use the ticket on another flight, but had to pay a $100 penalty, which is about the cost of the ticket. I had some dry ice in a frozen fish box. It took over 1.5 hours for the attendant to fill out a dry ice notice form. I missed my connection because I could not get my luggage to connect on time. My wife and I had 2 free bags checked. Because we knew we would lose our ticket, my wife went ahead, while I stayed behind. When I checked 4 bags the next day, had to pay excessive baggage charges on the automated machine. HA has no way for customer service to give a preferred customer a break. Conclusion: HA policy seems to be to unfairly extract every dollar they can, despite record profits. They do not properly train their employees, who are quick to blame the customer or another airline if you complain. Avoid them if you can.
Hawaiian Airlines customer service used to be so pleasant. Now I am regretting choosing them and we have not even left for our trip yet! The first Hawaiian Airlines reservations agent could not assure me that my granddaughters would be the same charge (for making a change to leave from Kona rather than Hilo), even though we have the same flight number, same day, same time, etc. Had to figure mine first, then go back and figure theirs separately... made no sense; either way, it was 2 people and 2 people. Then, I had to help her with the math as she would have double charged us based on the per person price she just quoted us. It took 45 minutes to make one small change.
Today I called to clarify a question about arrival times because it didn't add up with the departure/arrival time and the time change. The agent couldn't understand my question apparently, so instead of asking another or agent or her supervisor, she went silent and either walked away or put me on hold and left me, without telling me this. She could have at least had the courtesy to say she was unable to communicate and pass me on to someone else.
I booked my return flights with them for NZ from SFO-HNL-AKL. I was supposed to fly to Honolulu and wait there for 3 hours and connect to a flight for Auckland. I went online to check the status (I check every few weeks to make sure everything is okay) and sure enough this great airline changed my flight from Honolulu to Auckland to next day which means I will be there for 30 hours, not 3 hours.
I will be losing 1 entire day already planned in Auckland, reservations made in Auckland using my point - will all go waste. I will have to change all my plans because this irresponsible airline decided to make changes as they wish without, simply at loss right now. I called them and they won't offer any help... Customer service agent says "Sir I don't know what to tell you," like it's my fault for booking with this third grade airlines.
Flight was scheduled to leave at 9:15 a.m. Now pushed back to 3:30 p.m. Six hour delay?! Refuse to offer any type of compensation. HA manager Jenny said she was going to call police because I said I was going to post negative reviews for Hawaiian Airlines on social media platforms. Said I was threatening her? Trying to silence me. Nonexistent customer service. FLY ALASKA AIRLINES!!
I am a frequent inter-island traveler, so I purchased a travel package from Hawaiian Airlines. It includes 4 roundtrip tickets from one island to another, since they are bought all together, there is a discount. But I've been unable to use the discount fares because of the many restrictions. I've noticed now that my ticket package actually just doesn't work for more expensive times. Which is crazy. I've included two screenshots, one with the discount applied and one without the discount applied. You can see that for the weekend flight I tried to book there is one available flight when the discount is applied, but without the discount there seem to be plenty of expensive fairs available. I already bought tickets, they are gouging me twice here!
I am very unhappy with this airline, never again. I was not allowed to check-in for being 35 minutes late after being in a line for at least 10 minutes. I mean the flight was still on the ground for goodness sake. The agent tells me they can put me on stand by for the next day's flight. Stand-by... Do they think money grows on trees? Then they say, "we can change your flight to a different airport, okay." Change fee is $200 and a new one way flight ticket is $230. They think I am stupid or something. I never leave review but bad services cannot be tolerated!!! Departing from Maui, OGG to San Jose, CA.
We booked a flight coming back to CA from Hawaii on 4/6/2016. We booked a mid afternoon flight, giving us plenty of time to travel the three hours home from the airport, get our dogs from the kennel, and still have plenty of time for sleep so we can go to school and work the following day. However, about 30 minutes in the air there was something mechanically wrong with the plane, so we turned around.
From there on it was downhill. After we returned to the airport it was a mess. The agents were irritated and rude to about 90% of the customers, nothing was organized. It took over 2 hours to get a plan on how to pass out food vouches (that didn't even over a meal, and we were only allowed to purchase a hamburger), and just the way customers were treated blew me away. No sense of customer service at all, like we were such an inconvenience. And that wasn't even my issue. We were put on a much smaller plane over 3 hours later. We had to book a hotel room, since we were now getting in after 2 am.
I'm not asking for our airline tickets to be refunded or anything extreme. I'm not asking for compensation for being forced on a smaller plane where we were cramped and squished, for the stress it caused myself and my family (including a child who was now scared we were going to crash), I'm not asking to be compensated for missing work or speeding home so we didn't have to pay for an extra day at the kennel, I'm simply asking for our hotel to be reimbursed.
For heaven's sake, that is not too much to ask for. I've filed a complaint with Hawaiian Air and they are refusing to reimburse our hotel room. They are offering air vouchers for more than what our hotel room would be (we don't want the vouchers). The correspondence with this company has taken almost a month, and I can't call because somehow my call is always disconnected, it takes almost a week for the agent (Matthew) to respond, and he will not get me to a supervisor.
My name is Luz **, economist, of Nicaraguan Nationality (identification # **) with passport No. **, married to Paul **, who is North American and lives in Hawaii, but of an alternate manner, I come to Hawaii every few months and he comes to Nicaragua as we both have homes in our respective countries. Approximately 3 weeks ago my husband and I went to the airport of Hilo to complain over the discrimination that I suffered due to your company and they gave us a card with a telephone number and an address in Honolulu.
As a result, my husband called HAWAIIAN AIRLINES in Honolulu to denounce the mistreatment and discrimination of which I was subject the 5th of Dec 2015 by your company HAWAIIAN AIRLINES. A man answered and said his name was Moses. (He would not give his last name as he said it was not permitted). We gave him our complaint over the phone. My flight No. from Honolulu was on Ticket: **, Seat No. 22A. Thus the # CN-** was assigned to my case.
I have had many years of traveling in different airlines: COPA AIRLINES, UNITED, SPIRIT, AIRWAYS, AMERICAN AIRLINES, ETC, and always have taken no more than 2 beers, (though only 1 & 1/2 this time,) before entering the plane because upon becoming airborne it makes me panic. This is what I did in Honolulu. I also brought my laptop with me and put it under my seat to use it whenever I want because it could otherwise be damaged. I have never had a problem with that. Nevertheless this day despite my laptop being below my seat when the plane lifted off, a stewardess passed without saying anything to me. Many persons had small backpacks below their seats. I also had my purse with me. The majority of persons do this and this day many persons carried their things in this manner.
Nevertheless before the plane arrived in Hilo, another stewardess passed and told me to put my small backpack in the overhead space. I told her no because it could damage my laptop which was in it, but I would push this more below my seat like everyone else. Though the stewardess was very upset with me for this, she left. Later this stewardess passed and told me to put my purse in which I carried my money, passport etc., in the overhead compartment. Of course I could not comply with this, but so she would stop bothering me I also pushed my purse below the seat and she left; much more upset with me. It was curious that only with me she got upset, because she did not say anything to the others that had their thing below their seats.
A while later I asked for a Mai Tai and the stewardess brought me one. It was the first time that I had asked for a drink on an airplane. I did it this time because other times in going to Hilo, the airline offered a courtesy Mai Tai. Because this time the airline did not do so, I decided to buy one. I thought I could pay cash for the drink, but when the stewardess arrived with a tiny bottle of Mai Tai and a cup of ice, I tried to pay with cash. She got furious with me and said only a credit card could be accepted. I told her I had not brought one with me and she got even more furious; so much so that a young man who spoke Spanish in the aisle seat behind me and to my right, said not to worry because he would pay with his credit card in order to calm the stewardess down.
I immediately opened the bottle and put half in the cup of ice which the stewardess had brought me. I was about to take a drink when the stewardess appeared again and told me that I could not drink what she had brought me because the plane was about to land in Hilo. I told her I would take it rapidly, though she wanted to grab it from my hands. I told her she could not do this and I rapidly drank this half of it, then put the other half in my purse that I had below my seat.
I decided to not say anything more to the stewardess and make a complaint about her after I disembarked. Upon leaving the plane two (2) airport security men appeared. I asked them where I could make a complaint about a stewardess. They told me that they already knew what had happened as the stewardess had called them and said I could not pass. When I told them I was going, one of them took my arm with so much force that it caused marks on my arm. He forced me to sit down, telling me he would do what he wanted. As he continued to cause more wounds on my arm, I told him he was not a policeman and even if he was he had no right to mistreat me.
In any case I said to call the police because they (security) were mistreating me so much that they only had failed to handcuff me... Then one of the security men begin to make fun of me saying, "Ahhh you want the police... OK, I will call them and they will imprison you..." I told them that my husband was in the airport waiting for me and to look for him. I gave them his name, but they did not look for him.
When three (3) police arrived I requested someone who spoke Spanish, but they never brought me someone to hear my version of the security men, leaving me defenseless. I told them to call my husband; that he was in the airport, but they did not. They only asked for his telephone number despite the fact that I said he was not at home because he was waiting for me at the airport. I asked them to call him by loudspeaker, but they would only call his house number as though it was a requirement and nothing more. Later they took everything from me: my backpack, purse, my jacket, wedding ring, earrings and even the money I had in my pants pocket, without counting it before me. Then they handcuffed me behind my back and put shackles on my legs in a manner that they wounded me further. I told them they were wounding me, but they ignored me, pushing me roughly into the police car.
When we arrived at police headquarters, I again told them I needed someone who spoke Spanish, but they did not give me a translator. Instead the three (3) policemen laughed among themselves when they looked at me. I told them they were racists and that they were violating my human rights... They showed me a photo of my husband which they had found on Facebook and asked me if he was my husband. When I said yes, the three (3) of them laughed... Later they gave me two (2) written papers to sign. I told them I would not sign anything as I did not understand English and they should translate for me. Then one policeman signed a photocopy.
I continued to insist on a translator, but they ignored me. Later they brought me to a cell. I told them I suffered from asthma and had medicine for this in my purse. I asked them to give it to me, but they would not do so. After an hour in the cell I began to feel I could not breathe and through a communicator I said a number of times I was feeling bad and please pass me my medicine, but they would not do so. However, I always carry a tiny pill in my pants pockets for asthma which will act in more or less a half hour. It was urgent that I have my asthma spray that acts in one minute, but I put the pill below my tongue, laid down to do yoga exercise to calm myself and wait or the pill to react without putting the light out.
In these moments my husband arrived, but they would not let me see him. They told him I had asked for medicine and he knew the medicine I use, but they would not sell it in a pharmacy without a doctor's name and mine on the label. I could have died of asphyxiation if I had not carried that pill with me. When it took effect I felt like crying, and I begged the new shift policeman to call my husband. He then told me my husband had been looking for me and that he would arrive at 6 AM. I begged him to call my husband now as I did not feel very well... He was the only nice policeman that I found in that place. He called my husband who arrived rapidly with the required cash, to bail me. And I was cited to go to court on 05 Jan 2016.
After leaving the jail I was depressed for several days, and obviously this matter destroyed my vacation with my husband because in place of enjoying 5 weeks enjoying Hawaii with my husband, we had to dedicate our time to searching for lawyers etc. Also my husband and I have talked about the matter and he said he had been told that I was very drunk, which was false, because if this had been the case the stewardess never would have brought me my Mai Tai... And for this falsehood when my husband arrived at the jail they would not let him see me and told him I was asleep though this was not the case and they did not even turn off the light. It was only an excuse so that he would not see me and think that I was OK and not all drunk. Furthermore they lied to him saying they had brought me someone that spoke Spanish and that I had refused to speak to this person though it was the opposite as I had repeatedly asked for a translator.
Furthermore, I did not write until now because remembering all this makes me cry, but I have to find the strength to do so. All this matter had its origin in the behavior of the stewardess with me, who was not sufficiently satisfied with her discriminatory manner with me such that she called security so that they would not let me pass to make a complaint against her. I hold HAWAIIAN AIRLINES responsible for all the physical, moral, psychological and economic damage that I have had as a result of the discrimination of the stewardess with me.
In October 2015, we booked and paid for three assigned seats from Sacramento to Honolulu. The flight date was Spring 2016, departing at 8:45 a.m. We had an obligation/commitment in Hawaii for the day after our flight. Well in advance of our flight, we arranged for 6:00 a.m. transportation to the airport and boarding for our pets. We did not discover until the evening before the flight, that HA had moved the departure time up by nearly 2 hours! HA's customer service agent Stephanie, called this a "minor change." In order to make the flight, we would have had to leave our home at 4:15 a.m. instead of the 6:00 a.m. time we had arranged for our transportation to the airport and drop off of our pets.
Stephanie, the HA customer service agent, said that when HA changes a flight time, it is HA's policy to email one flight change notification to its customers who paid for confirmed seats on that flight. She said that HA controls for a response from the seat holder, that the seat holder is aware of the change. Stephanie said that in December, HA sent us one notification email of the time change, and that their records reflected that they did not receive an acknowledgement from us. HA did not send us any other notification of their decision to move the flight forward by nearly 2 hours, despite their knowledge that we were not aware of the change. HA was willing to resell as standby the confirmed seats which we had paid for six months earlier, leaving us without any air transportation whatsoever!
There was no way that we could accommodate HA's change of the flight time on such short notice. HA offered to change our flight to the next day, but that it would cost us another $1,244. That was in addition to our October 2015 purchase. We told them that HA's one December email notification that our flight was moved forward by nearly 2 hours was insufficient notification, and that we should not have to pay over $1,200 for their substandard notification policy. Stephanie put us on hold while she consulted with her supervisor. When she returned, she said that her supervisor was not available. She referred us to HA's complaint department for a refund of the $1,244 charge.
Last Saturday February 27 2016 we flew from Maui to Los Angeles and arrived without our luggage. As we had to fly further to our home in Germany with another airline, Hawaiian Airlines promised to send our missing bags via FedEx to our home. The bags were sent but unfortunately as freight and not lost luggage and get this... COD. Meaning we have to pay! On top of this Hawaiian made a false customs declaration so that now we have to pay duty on our own luggage to get it back. We contacted Hawaiian per telephone and email several times to no avail. Have asked to speak to a supervisor, they refuse to call back. It is now Friday, March 3rd and we still do not have our luggage and see no end in sight to this nightmare.
HA has a 25 lb limit on carry-on bags. Never heard of it anywhere else. Obvious way for the airline to make money on their committed travelers. We will avoid HA in future.
Went to check in but we were late so the HI. air booth had already closed for the day at 9:55 a.m. Instructed to call courtesy desk, no help. Called the airline, told to call booking agent. On hold/callback for 2 hours. End result we pay $980 for just getting there to HI as fees would dictate. So we chose not to go as this was 160% higher than the initial fee which is now trashed. Our 2 week vacation and all the plans included are dust in the wind.
Erika ArmstrongAirlines Contributing Editor
From the front desk of a busy FBO to the captain's seat of a commercial airliner, Erika Armstrong has experienced everything aviation has to offer. She is the author of A CHICK IN THE COCKPIT and her aviation articles can be found at Consumer Affairs, Plane & Pilot, Flying.com, Disciples of Flight, NYC Aviation, Contrails, Mentor, General Aviation News and Business Insider.
More about Erika→
Headquartered in Honolulu, Hawaiian Airlines is the eighth-largest commercial airline in the U.S. It has the distinction of being the oldest U.S. carrier to have avoided a fatal crash.
- Island destination: Hawaiian Airlines offers nonstop service to Hawaii. Travelers can book flights from major cities in North America, Asia and the South Pacific.
- VIP club: Buying an annual membership in the Premium Club gives passengers access to early boarding, additional free checked baggage and more.
- Vacation packages: Book a flight to Hawaii and entertainment, such as cruises or tours, all at the same time.
- Regional service: Hawaiian Airlines offers flights into Honolulu and flights between all of the islands for local travel.
- Delightful food and drink: Food and beverages are not only included, they are also delicious. A sommelier and chef choose each menu item and its wine pairing.
- Best for Vacationers and holiday travelers.
Hawaiian Airlines Company Profile
- Company Name:
- Hawaiian Airlines
- Year Founded:
- 3375 Koapaka St.
- Postal Code:
- United States