Hawaiian Airlines

9 days later I get an email confirmation of a flight I never confirmed and when I called Hawaiian airlines, they tell me the credit has expired and the flight cannot be rebooked. I had called and emailed almost daily trying to get this resolved only to get the runaround from Reservations to Consumer Affairs… all agents or supervisors either abruptly “dropping the call” or reading off a script. I am a Hawaiian Airlines member and am unable to see the itinerary they booked for me in my account. Hawaiian airlines won’t take responsibility for completing a booking without my confirming. I would not book a non refundable flight without insurance, especially during unprecedented times. I keep calling Hawaiian Airlines back, emailing their various departments and I don’t want to lose my $436. I’m just trying to get this rebooked. I’m a single mother who works full time and take care of my elderly parents… I love my life and trying to take a vacation. Please help.

I changed my mind and decided to keep the credits and on the 2nd January, 2023 I rang Hawaiian Airlines direct to rebook my flights & told them the dates I wanted to go in September 2023 and use the credits and pay any difference. They told me that the credits expired on the 31st December, 2022 (2 days late). The lady told me how to email them in hope that I could use my flights. What is wrong with this whole scenario is a service was paid for and I am being denied to use it. As for the expiry of the credits I am not saying that the date wasn't in the email 2 years ago I obviously just didn't read it properly or forgot. Mistakes can be made.

I am a full-time 12hr shift worker for emergency services and I have to book my leave 1 year ahead. I understand airlines lost a lot of money during covid but I also know every other year they make plenty of money. I then sent an email to the complaints line to appeal the decision & and they have emailed me saying that they can't process it as their system can't process expired credits. This goes against the email they first sent me that said we have extended the credits twice already and that was not generosity that would have been because Covid was still an issue. Just so you are aware I was very polite on all my conversations and emails with Hawaiian Airlines so that wouldn't be an issue. I would appreciate my flight credits being reinstated so that I can have my family holiday which has been on hold due to Covid.

Reread everything making sure I hadn't made a mistake and that these were listed as round-trip tickets. Couldn't figure out what I was missing. Tried to get help on chat it said I was connected but there was no rep there. Didn't want to miss the deal so I purchased the tickets. 20-30min later I got a chat msg. Rep said they wouldn't honor the round-trip price. Price was for 1 way tickets.

Spoke with their Facebook rep and they repeated these were 1 way tickets even when I sent pics showing round-trip listed all over. Tried to contact by email and text as well w/ no response I only had 24hrs to get refund or be stuck w/one way tickets. It was made very clear I would not get refund after 24hrs. Fought all day with them and they refused to offer what was advertised. Had them refunded at last min as I couldn't be stuck w/ 1 way tickets. Got an email response 2day that said since the tickets were refunded they wouldn't do anything for me. This was absolutely a bait and switch deal. They used the 24hr refund policy to get me to cancel the tickets so they could say there is no deal to honor now.

Email from Hawaiian Airlines to me... "Thank you for taking the time to contact Hawaiian Airlines. We completely understand your circumstance, but we are unable to accommodate your request.

Please be advised that we already extended your travel credit so you can use it for your future flight. Your reservation is covered by our COVID-19 Travel Waiver, and the travel credit must be used and flight must commence no later than December 31, 2022. Therefore an extension of your travel credit is not permitted.

We appreciate the opportunity to respond to your concern and thank you for choosing Hawaiian Airlines."

I had other travel credits expiring this year with other airlines and hotels - all of them issued another extension and provided their sincere wishes on recovery from my situation. Not only did Hawaiian not grant me an extension but they also did it with any lack of compassion or sincerity. I find all of this beyond acceptable and I hope they realize in the end that they were wrong.

We flew with one dog in cabin and one in cargo. The airline once in HNL is to escort your pet in cargo to the quarantine center but that's not what happened. Instead, my husband, our 1 yr old, and myself are escorted to quarantine for our pet we brought in cabin. He is then checked and cleared. We ask about our pet in cargo and if he is ready and they inform us that he hasn't made it to the quarantine center yet (it had already been an hour since our plane landed and our pet in cargo isn't there yet?). So we head over to baggage claim to gather our 14 pieces of luggage and this is when we notice our dog (that flew in cargo) was left completely unattended in baggage claim. There was a crowd of people swarming him, poking at his crate with no Hawaiian Airline employee in site.

We were told by our friend (who had no clue that was our pet) that he saw Hawaiian Airline employee shove him off the elevator and leave him there. So, we clear the path and check on him and husband is calling around trying to figure out what went wrong and what to do. The quarantine center wouldn't allow us (owners) to escort our pet to quarantine, they said the airline needs to. But they abandoned him in baggage claim....

I head over to the Hawaiian Airlines baggage claim counter to find the missing luggage to which they inform me that all luggage has made it here and to wait longer as large items can come last. We wait 45 minutes and go back to the counter to which they say, "Wait longer."

We are now at a 2 hour mark of waiting for luggage, our pet hasn't been escorted to quarantine and the airline upon a third check informs me that the luggage actually never left SFO airport. What did they miss the first time? Then they have us fill out a claim form and a "manager", Michael, from the airline comes over to speak with my husband about the mishap with our dog. Ensures us this is not normal practice and honest mistake and that pets are never to be left unattended. He gives us his card and says, "Call with any concerns" (he never answered or returned our calls after we left that day). I call around and wait 3 hours with Hawaiian Airlines multiple times and never got to speak to anyone.

The SFO Hawaiian Airlines number would ring and hang up on you, Michael the manager locally won't return our calls. Our emails go unanswered as well. Completely ignored by the airline as a whole. I decided to look up contact info for CEO Peter Ingram and call him to which I leave a voicemail asking for a call back to discuss poor business practices. I actually got a call back and they needed to get off the phone and politely said they would call me back that day BUT never did.

8 days go by and I get a call from a Hawaiian Airlines rep informing me they have our missing luggage. She quickly puts blame on me insisting I checked my luggage in at American Airlines and never checked with Hawaiian. (How do we have a bag tag with Hawaiian! They confirmed the luggage never left SFO. We didn't pay for invisible luggage. We paid Hawaiian and literally says Hawaiian. Make it make sense). She says that the claim I submitted with my Hawaiian Airlines had a wrong tag on it so I must have checked at American. No. We didn't magically check all our luggage at Hawaiian, they put it on a belt and we take it off a belt to go recheck it at Another Terminal for an airline we aren't even flying.

When I pick up the missing luggage, I see clear as day our information (phone number) available for them to call and a sticky note where they say they called several times only to get fax machine sound. They wrote their version of our number on this note and it was written incorrectly. They tried to cover up any fault on their end and it was so poorly executed. So in total, lied to, gaslit, abandoned our pet, ignored by everyone at the airline. Nightmare. Still no apology or anything. Not even a sorry.