Hawaiian Airlines Reviews

Trying to redeem points should be a perk, not a part-time job. Every attempt to book a flight ends in an error message, with the only solution being a prompt to “just call the 800 number.” I won’t. I value my time too much to spend an hour navigating a customer service labyrinth for something that should work online in seconds. As for the so-called perks? The promised free checked bag through their Alaska Airlines partnership has yet to show up on any of my flights. It’s all starting to feel more like marketing spin than a real benefit. If the company simply fixed their booking system and honored their advertised benefits, I’d be happy to revise this review. But until then, I’d caution others to manage expectations—or better yet, look elsewhere.

My flight got cancelled due to 'maintenance'. I bought first-class tickets, but they put us in another flight out in economy. The ticket counter agent at the airport told us to call HA to get refund/credit for our tickets. I have been talking to 2 HA customer serv. today for over 3 hours due to: 1- over calls volume, 2 - one of them couldn't speak English and would not transfer me to talk to the manager. The 2nd agent told me to fill out the form online. When it's all done, I submitted the form and it said that I cannot access to this site to submit the form. Do not fly with this company nor Alaska Airlines! They should go out of business soon!

If you're traveling with a baby, be careful flying Hawaiian Airlines. On a recent trip, our Nuna PIPA URBN + TAVO travel system was badly damaged during gate check. The car seat came back cracked, bent, and unusable - it wasn’t safe to use anymore. Even after showing proof that the car seat can’t be bought on its own or repaired, Hawaiian only offered $323, which doesn’t come close to replacing it. A similar car seat (Nuna Pipa Rx) costs at least $550, and we paid over $750 for the full system. They’ve refused to take responsibility for the full damage and continue to hide behind policy language rather than addressing the real impact. Their handling of this situation has been unacceptable, and I would strongly caution other families, especially those traveling with infants, to think twice before booking with them.

Won't let me use a 8,000 dollar travel credit because it was booked using GBP, British Pounds. I've never heard of anything so ridiculous. #criminals I was told they only accept 5 currencies for booking which would mean that the majority of the world can't be their passengers. Wow.

Worst airline experience in 60 years. This company is a mess and do NOT book as a short hop with your main carrier. They will not acknowledge or respect your ticket contract with your carrier. Are charging everyone additional fees.

I was reading these reviews and I was shocked at the bad reviews I saw so I wanted to share a good review. I had to cancel a flight to Maui in 2023 because I lost my 14 1/2 year-old dog and I was a mess so of course I canceled my trip. I had a credit voucher that I had to use by a certain date. I booked another flight and then my ex-husband who was the father of my kids passed away so of course I needed to be with my kids. I believed I was going to lose my credit voucher, but customer service said I could submit a request to another department and they might extend it, and they did and I will be finally going to Maui next month. My original trip was almost 2 years ago. I think that was very nice of Hawaiian Airlines to do that for me, and I’m very grateful because I could really use a vacation. I’ve never flown with Hawaiian Airlines and I’m looking forward to it. I just wanted to share that. 🌺

I’m beyond disgusted with the way Hawaiian Airlines has treated me, and it is clear that they care absolutely nothing for their passengers. I had the misfortune of experiencing flight HA19 from Sacramento to Honolulu on January 20, 2025, which was delayed by an appalling 3 hours and 37 minutes. This wasn’t just a minor inconvenience—it ruined my family’s plans, caused us to miss important commitments, and resulted in significant financial losses. If that wasn’t bad enough, Hawaiian Airlines didn’t give a damn about any of it.

My flight was cancelled last minute during a layover. The ticket counter would not help us, so my friend on the same flight contacted them by phone and they told her the flight was delayed 24 hours due to security issues and to contact Consumer Affairs. She filed a complaint with them to get compensation for hotel, food and shuttle, (Department of Transportation website says Hawaiian Airlines does this) and she got a $250. My response was different- it said it was now due to "weather" and told me I would receive no compensation.

The root of the problem began with the cancellation of Hawaiian Airlines Flight 4 from Honolulu to LAX on September 23, 2023. Following the cancellation, Hawaiian Airlines failed to adequately inform passengers about the status of their flight as required by DOT regulations. Specifically, the airline did not provide any timely updates in the boarding gate area, which are mandated under Title 14, Part 259 of the DOT Code of Federal Regulations. Moreover, they failed to update the arrival and departure boards in the terminal, a crucial omission as these updates are required to be posted within 30 minutes after the airline becomes aware of any flight irregularities such as cancellations, delays, or diversions.

On Thursday, January 30 2025, we had a connecting flight on Hawaiian Airlines from Honolulu to Kona the big island. Unfortunately, due to weather all flights were at a ground stop at the airport. This was not Hawaiian Airlines' fault I realize that. However, Hawaiian Airlines handling of this situation was complete chaos and I would even call it a meltdown at the airport. Our flight 388 disappeared and we received no further update for five hours on our flight. There were lines and lines at the counter for agents to help rebook passengers. I was in a wheelchair due to Vertigo so could not stand in these long lines and try to get updates by calling and no one would answer. I’m sure their circuits were overloaded, but there were no updates to our flight anywhere. Not on the monitors in the airport, not by gate agents who knew nothing when we asked them. And online through chat took similar waiting times almost an hour to get someone to help.

Ohh, never ever fly with this airline again. Because of the weather, flights diverted to another airport just 20 minutes far. Flight was really bumpy and weather was not good at all. Before flight, I received email that I can cancel, I wish I should do that. I know weather is not controlled by airlines but management and put passengers in next flight is airline responsibility. I found why this airline cheaper than others because they don’t care about passengers even they can control it. They asked rebooked flight in middle of journey but the ones didn’t rebook, they boarded flight and ones followed airline guidelines couldn’t because lack communication between them and they said, "Ohh you rebooked and we can’t put you in repatriation flight," and in gate asked us wait we fix this but they lied and plane flew empty because time schedule.

First (and last time) flying Hawaiian. I paid for economy plus seating, but then the next day won a first class bid. Do you think Hawaiian would refund the economy plus seating since I did not use it? Nope. CS say they are keeping it because I bought it. Well, yes, but then I upgraded to another class and did not use the economy plus. I am recently a regular visitor (4-6 times a year) to the islands, so the dissmissive response I received for a refund will take my business permanently to other airlines who honor upgrades professionally and don't stick it to their customer for a petty amount. And, the first class was not really very good, not worth the extra $. The food was mediocre and served slightly cold (breakfast). Not impressed.

The flight crew from Phoenix Arizona was Rude. They all said the right words, but their eyes showed that they wanted to be anywhere but there, every single one. They were annoyed with their jobs and the people on there. On the way back from Hawaii, it was a Honolulu. Based flight crew and they were very nice and very good.

Hawaiian Airlines had a number on their website which I called. It was answered by a scam artist who billed me of $690. I have reported this data breach to the HI AG & FBI. The data provision & protection is flawed. Scammer had all my flight info.

Hawaiian Airlines has always been our go-to airline for trips to and from the Islands, but that unfortunately has changed dramatically. We bought first-class round-trip tickets in January 2024 for a trip in June (total value almost $3000). We were unable to complete the trip so we received 'future trip credits'. The problem is they credit from the time of the purchase, not the time of the canceled trip. And, unlike what we were led to believe, you have to complete travel by the credit deadline. For us, that meant within 6 months, not a year. We had also been told that we needed to make reservations by the deadline and that those tickets would be paid in full or in part using the credits. Our actual trip could be completed later in the year. Wrong. We just learned that the travel must be completed by the credit deadline. I am not sure why that would make any difference, but that is the company policy now, I was told.

AVOID! AVOID! I had the most horrific experience with Hawaiian. I booked a flight online with Hawaiian. When you log in, the first screen states "No Change Fees; book now change if you need without fees". A few days later my brother passed away and I called to change the flight dates. I was told it was impossible because one of flights was operating through Alaska Airlines (even though it had a HA flight number). After talking to a manager, i was told i could change for $1,200 extra. They showed zero sensitivity to the situation and very rude and not accommodating. I was forced to book with another airline. Awful awful experience.

Thought we scored with purchasing their gift cards that were discounted online but when we used them to purchase flights and later had to make changes the nightmare began. One would expect you would just receive the credits into your account to be used immediately to purchase different flights right? Nope, this ain't like Southwest. This process dragged on for months over numerous hours on the phone trying to change my flights and trying to talk to numerous managers. No one on phone had a clue on what the process is. I had to record every conversation and kept waiting for someone who knew to call me back.

My daughter asked a flight attendant if he could assist her with stowing her carry on luggage. (She had injured her hand and I was down the aisle). Instead of replying yes or no he proceeded to lecture on the responsibility of the passengers and how Hawaiian Airlines would not cover him if he hurt his back. He should move on and not be in this business. Very rude! Flight #22 Honolulu to Seattle.

It is unbelievable how Hawaiian airlines tries to search for a mistake I might have made, not even mentioning their behavior which is packed full off lies, mistakes, misbehavior and unprofessional handling of problems and not keeping any correct records!!! They were using the wrong document and not answering when I reported directly at the airport after arrival my damaged suitcase.

Flying First class, you do expect a little better experience at check. Signs were confusing at Lihue airport on Kauai. We printed baggage tags, went through Ag inspection just fine. Then went to the 1st class check/in line. Lady said, “you already have tags” so go drop your bags in another place. So she only took bags that didn’t have a tag. We saved her some work, but she couldn't take our bag?? So didn’t get “priority handling tag”. Had to roll them to another bag drop. Ridiculous. We have TSA precheck, and because my husband has a pace-maker, he had to be frisked. Standard procedure we know. But that guy took 10 minutes, I kid you not. A little too friendly I’d say. Asked another airport guy where the premier lounge was. He gruffly pointed vaguely. If your workers don’t like visitors, hire someone else. Lounge has soda, coffee, and pretzels. Yum.

Terrible people checking in your bags. After carrying loads of boxes and needed help checking in luggages, the lady said “Can you not leave the stuff on the walkway”. Like, "Yes I’m going to move it. Can you give me a second to get everything settled." Rather than helping us check in she rather go on her phone. Like what kind people Hawaiian Airlines stay hiring. Smh. They need to fire the night shift people checking in bags. They don’t assist and just go on their phones while you struggle. More specific the lady working at 7:00 pm on Sundays. To be treated like that especially being Kamaina makes me know how this airlines really is, they’re not for the locals they only serve the tourist. Worst experience. Never gonna support them again.

For the most part, I don't mind Hawaiian Airlines as long as you sit in the first class or extra comfort seats, which cost more. Flying back and forth from the East Coast these seats are necessary. Most of the airlines workers are helpful and friendly, but the flight attendants have an attitude as if they are superior. One in particular, Joanna, was on flight HA90 on October 19/20 to Boston. She should definitely not be in a service industry. She's rude and degrading and it has nothing to do with passenger safety. Her attitude is truly unacceptable. She alone is one reason why I wouldn't fly Hawaiian Airlines again. The other flight attendants sat in their curtained "room" drinking wine during the majority of the flight and talking with a passenger in plain clothes.

I’m en route to HNL from SAN today, 10/09/2024, via HI 15. Plane is old but ok except bathroom smells of old urine so I didn’t use it. As I’m coming an attendant was a few feet away so I asked if she has some cleaner spray to eliminate the bad smell. She responded “No we don’t” dismissively. I’ve decided to go to another toilet and as I was walking across the center aisle (after asking passengers who said ok), this same attendant loudly accosted me “You’re not supposed to walk in front of those passengers!” It irritated me enough so I asked her again “Did the stinky bathroom got cleaned and sprayed?” Surprised l, she just kept walking away. Little things such as this doesn’t normally bother me but I feel I ought to share this experience with Hawaii Airlines. Note: I found out from other crew members this woman is the lead on this flight.

I am writing to express my deep frustration and disappointment with the recent situation involving Hawaiian Airlines. It is incredibly disheartening to be asked to provide documentation that I am currently unable to obtain, particularly under such challenging circumstances. As a single, full-time father of three children, this trip was meant to be mine first vacation in a decade, a much-needed respite for me.

Flight from LAX to Kona, about 5 1/2 hours. I was expecting a decent meal. First they were selling snacks. The meal consists of this small sandwich. Might feed a hamster. I could easily have eaten 2 of them and that might have held me for awhile. Then after a few hours, we get a little cookie in a package. At this point I could have eaten a whole box of them, I was so hungry. Plenty of water offered but that's not going to fill me for long. They also give us a required form to complete. Who carries pens these days? Definitely a disappointment.

They manipulate fares soooo bad and price gouge. Their customer service has their hands completely tied and don't do anything to accommodate customers. The airlines is such a rip off and I'm very disappointed in their blatant price gouging and price manipulation and their customer representative even told me they manipulate the prices.

Having spent most of my life in Hawaii, I can say Hawaiian Airlines is an embarrassment to the islands. I have wanted to love this airlines, and used to. But now, the airlines --from their website to their service-- is a huge mess. A recent flight booking was cancelled (by me) a few months ago but showed as still booked on their website. Calls to customer service have long hold times. While you impatiently wait to talk to someone breathing, they push the "quick option" to chat with a representative and send you a text. Like a dummy, I opted in and waited at least 10 minutes before anyone human even acknowledged me and took even longer to access my information. Finally, a "sorry, but we don't have the ability to send an email confirming cancellation or remove your flight from the website but I can confirm it is cancelled." Really???? This is just the tip of the iceberg with this carrier. I have worse onboard stories. I can't wait until they merge with Alaska.

ABSOLUTELY, HANDS DOWN, this airline has gone down the gurgler. RUDENESS, UNHELPFUL and VAGUE from start in check in gate and baggage to departure gate agents. My boarding pass had a "see agent" and anyone I asked just either didn't respond or I got plain just rude treatment.

I was all checked in including my bag. All I wanted to do was drop my bag off at the desk at KOA. Jay at the front desk was so rude, lazy, nasty, and whatever else can describe a horrible bully, I was in tears for my whole flight to Honolulu and wondered if my bag would even be on my flight. I will never fly this airline again. Apparently, this is tolerated by his employer. He didn’t seem at all concerned that I was upset. This was a grown man who had no respect for anyone. Lazy, lazy, lazy. He may as well have laid down and taken a nap.

Worst airline in the business. Paid a premium for a flight from Tokyo to Honolulu. Their system crashed and so flight was delayed 3 hours. Even with a 3 hour delay the boarding was an additional 30 minutes late. Just a lot of agents standing around with no urgency my to keep flight on time. TERRIBLE service.