Hawaiian Airlines Reviews

We boarded a plane and were sitting on the plane for 1.5 hrs with no idea of why we are not taking off, no communications from the staff. Nobody was able to give us any information on what kind of “issues” are those. We had to get off the plane and only after numerous inquiries and concerns raised one of the staff told us it was an issue with pilot’s communication system. 2 hours later from the original departure time, we boarded the plane again, and took off. The plane was freezing cold and I was told I have to purchase blankets if we’re cold, and they can’t change the temperature. Other people were freezing too, and there was nothing done about it. Additionally, there were electrical issues and our monitors weren’t working for a long time. They said we will all get unlimited entertainment package for our inconvenience, but it never happened.

20 min into the flight one of the passengers had medical issue. Within minutes this man collapsed in front of our eyes and they started performing CPR on him, alternating with oxygen mask. They have been doing it for over 30 min! Only after the plane started flying back we got an announcement that it was turned around. It is still a mystery to us on why the plane wasn’t turned back immediately as this poor man collapsed and needed CPR. This man died! Getting help an hour earlier might have saved his life!

Back at Honolulu we were waiting for at least another hour for all of the medical procedures, and police investigation, before we could get off the plane to switch the planes. By the gate we were told to wait in line for food vouchers and new seat assignments. You can imagine a line of 250+ people, all exhausted, staying in line for food vouchers. Why couldn’t they be distributed on the plane on the way back? It was a chaos to say the least as all of us were trying to get food at only one restaurant that was opened by the gate. There was not enough fast food left after first batch of people went through it, and ordering food was impossible as they said they won’t be able to make enough for everyone in time. It was past 9 pm at this point, and we have been travelling since 10 am.

We then boarded a new plane which was an older plane and it was freezing again! And AGAIN we were sitting on a plane for an hour with no announcements or letting us know what’s going on. Later they were waiting on a second pilot. Why were we rushed to get on the plane with no time to eat, if the pilot was not even there? Entertainment systems were still locked, and we got offered no comfort, drinks or anything after everything we have been thru. Back home, their luggage process got screwed up with mixing bags from different flights, and nobody from the staff knew what's going on. After all of that, we only got offered $50 refund! Absolutely ridiculous! And there is no way to talk to someone, and all we get is that consumer affairs approved $50 and good luck with that. Any responses are required to go through online request, with them not responding. THE WORST COMPANY EVER!!!

The counter lady was extremely rude and the manager refused to give his name and literally ran away from me while I was trying to talk to him. Very unprofessional. Hawaiian Airlines should be embarrassed by themselves. I'm embarrassed for them. They never responded when I wrote in regarding this incident either. I'm not impressed. They are one of my only options for flights to the mainland so I have to put up with them from time to time. Most recently, they tried to seat me and my child in completely different parts of the plane from each other. She's a minor. This is my last time flying with them. If I could put negative stars, I would.

Supplying the ticket numbers only indicates the one valid transaction, it does nothing to identify where the other transactions have gone. The woman was rude and unhelpful and continued to deny the problem despite the transactions appearing on my bank's website, and subsequently confirmed by calling the bank's credit card team. Appalling software that does not understand the concept of a double-sided transaction! Time to get the credit card company involved and I may just cancel the entire lot and use a more reliable airline.

The problem I immediately foresee is that I don't have any of my clothes with me and I have a dinner meeting with investors later that night. (We arrived around 9:30 am). Once again I am reassured that the bag will most likely arrive before noon, and if it isn't then... we will see then? SURE. A few hours later, I get a call and it's from the employee. He's really nice about it, says that my bag hasn't arrived but since I need clothes and necessities I have authorization to get it. I'm not dumb, I have a few expensive items I was going to wear that were missing but I knew that an airline would never reimburse me so I went to Target and bought black pants and a blouse as well as toiletries. I also emailed the Hawaiian Claims dept. to open a claim. This was the Sunday, before Memorial Day.

I figure, it's a national holiday the next day (Monday, Memorial Day) I probably won't hear back till Tuesday/Wednesday which means I'll already be back home in Texas. I was completely wrong. NOBODY reached out to me at all. I emailed them a second time. NOTHING. The only person who reached out to me was the original employee who followed up. Luckily for me, he was kind enough to reach out to the claims department and make sure someone responded.

I have a lost baggage I am trying to locate. The bag went missing May 27th, which is the same day I emailed and asked to file a claim. I also called multiple times but the line was ALWAYS busy and I would get automatically disconnected. I did not receive a call or email back from anyone in the Claims dept. I received a phone call from another employee who worked at the actual airport in Honolulu on June 4th. OVER ONE WEEK before ANYONE would help me with anything!!!

Even now, I have sent in emails with my proof of loss, as much receipts as I could gather, and asked them to verify that they received my email and I get NOTHING. I already sent in hard copies of everything via certified mail, so hopefully that will give me a response. I was lucky that one individual employee helped make sure that finally one person responded to me. However, the claims dept. has done NOTHING to help me or give me any knowledge of my bag. They won't even respond to my claims and if it were not for another employee, did not get back to me about filing loss on my baggage till after more than ONE WEEK after it was lost.

He then said that the credit has to all be used no matter the purchase price of the next flight. So, if the next flight we chose out was, say, $450, we would never get the difference back on our credit. I was so angry. I asked to speak to a supervisor. After being on hold, the ruffled representative said I would get an email within 10 minutes. I wondered why this had to go so far? Then, I got a nice little email that says I have this credit, which must ALL be used for the next flight, and IN ADDITION I MUST PAY ANOTHER $200! So the flight I cancelled 48 hours before departure now turned into a $1000 "credit" that must be used all at once for any one way ticket. YIKES! Please come to Hawaii Southwest and save us!

After those few, per the gate agents, there were no other flights available, either on Hawaiian Airlines or any other airlines that day. The rest of us were left without any option but to wait. I, like many other passengers, requested a shift in my return flight, as we basically spent the day at the airport. The gate agent at LAX let me know that would not be a problem and that she switched my return flight from Thursday to Friday, same time, just one day later. The gate agents in Kona would be able to assign seats. I asked for a printout of my updated itinerary. I was told to "just use the same confirmation (PNR) code". They were still having "printer issues". Others in line before me did not have printouts, but it was a mistake was not receiving this confirmation in writing. I advise any future customers of this airline to always receive confirmation of any changes in writing.

Approximately 8 hours later, around 7 p.m. we were able to board a plane. A credit of $100 for a future flight was offered. The flight offered snacks, headsets, blankets, etc. for purchase. The meal service was one sandwich (meat & cheese), 1 cookie and the usual soda, juices. The plane itself was older, fairly clean, the upholstery is scratchy and worn out. It is now Wednesday afternoon and I receive an email to "check-in" for my flight scheduled on Thursday. Which was incorrect because my flight was switched by the gate agent to Friday. After several hours on the phone, chat, twitter with various customer service agents, I was told that the gate agent at LAX did not "enter a note" or update my flight in their system.

Therefore, my family was not on any flight. Also, there was "nothing that could be done". I would be charged a $200 change fee for each ticket plus the cost of a new ticket IF they could get me on a flight. I was charged double the original fare, for each family member, to get on a return connecting flight back to LAX. The entertainment system on the return flight back to LAX was not working. HA offered a $14 credit towards a future flight. Snacks for sale, 1 meat sandwich, 1 small bag of chips/snacks and 1 macadamia nut candy was provided.

Their twitter account asked for my flight information, however, no response after I sent the information. I am currently appealing this charge with HA. No response or resolution yet. I am also going to file a complaint with the department of transportation. For reference, the link on info. & to file complaints is here: https://www.transportation.gov/airconsumer/file-consumer-complaint. I am requesting a refund of the additional airfare cost incurred because the gate agent at LAX did not properly modify my flight itinerary. I was truly hoping that HA was more responsive. I will update this review if any changes to my situation occur.

The only thing, I am glad that I finally gotten my luggage. I found out my small brown purse with my gold rings, coins, earring etc lost during my trip back to Honolulu that 4 3 18 HA 17, arriving to Oahu 645 am. I gotten it during my trip in Vegas, got lost during that trip back. I just want to point out, may want to check camera who is your loyal good employees, who is not, and need background check before hiring seriously.

The two main issues we are facing consist of a lost bag and a damaged bag, both which were done on the same trip. As two young traveling adults our funds are limited. The first issue was a snowboard bag which was damaged during transport, the bag had a large rip in the bottom of it and when I examined the snowboard (valued at $650) it had a large gash in the bottom edge from someone dropping the bag and it ripping through... The second issue came when the bag did not make the transfer in Hawaii to our flight in Auckland... The bag did not arrive until 3 days later, which made us have to push our travels back three days in order to get down to the south island. This customer service from a major airline company is unacceptable and when we try calling directly we are unable to talk to a "manager" because they are out of the office.

How does a 2.4 Billion dollar company fail to create a customer service department... If the company wanted to gain a re-occurring customer base they would focus on really trying to make the customer's travel enjoyable. Maybe I'm just ranting at this point but the point I'm trying to get across to other customers and the company itself should be aware of the baggage issues persist. If anyone has any other information on how to get a hold of someone for the compensation which is detailed in their baggage policy please let me know. Thanks!

As I travel to Hawaii once a year I thought I would support Hawaiian Airlines and try something new and it was the biggest travelling mistake I have made to date. I called Expedia and changed the first part of our trip to my best friend for a very small rebooking fee and the customer service was amazing. THEN HOWEVER I called Hawaiian Airlines. I waited on hold and was passed around to several other phone lines until I was finally delivered to an extremely rude team of Hawaiian airline employees who told me my trip was absolutely NON transferable EVEN in the event of a medical emergency with supporting medical documentation. The employees were terribly rude and told me I had to book another trip for my best friend. Which I did with Expedia. Then I tried to call them to amalgamate the room and they told me I could pay them another 2,000 American to change this and I told them enough.

I am now complaining on all webpages and NEVER using this airline ever again for any further trips. I called them to try and file complaint and they told me to submit an email complaint, which I did and then they gave me a phone number. I called the number and they said they would have a manager call me and no manager ever called. Then I emailed again and was informed there are NO managers or emails that could be given to speak to a person who could help me. I called again and was told to email the general complaint email again which I did and got another generic unhelpful email. So, I called again and was given the runaround again. Save yourself the hassle and book with Expedia and never try this airline as they are horrible.

While we have had many great flights with Hawaiian over the years, the past 3-5 have had issues in some way, shape or form and we will no longer be flying Hawaiian anymore from mainland to the islands. We have also found smaller, reasonably priced, flights between islands. It seems Hawaiian had zero customer service lately and didn't go out of their way to help any of the flight situations so we are going to go out of our way to not fly Hawaiian anymore. I agree with the previous post from another unhappy customer... The Aloha Spirit is Gone from Hawaiian Airlines! Good Luck.

In the early stages of the interaction, the person at the ticket counter required us to take apart the concentrator to get numbers off the battery of which we accommodated, in addition to providing them the numbers off of the backup battery which was at the bottom of a carry on. We were told that there is no way that they can accept that because it was on United Airlines stationary. The doctor's authorization on United Airlines stationary has been used with Delta Airlines, American Airlines, United Airlines and Southwest Airlines without any problems.

There was no mention of an additional requirement for the doctor's signature on the required documents letter or HA form to be within 10 days of travel. We were informed by the ticket agent that there's nothing they can do and that we need to get this letter from the doctor authorizing the use of the oxygen concentrator on his stationary or preferably the Hawaiian Airlines waiver which can be acquired on the Hawaiian Airlines website. Once this form is filled out by the doctor, to have him fax it to us and then they can reschedule our flight for the following day. Although there would be a $200 per ticket charge for changing our flight times. [ (+) $400]

We had already turned our car in at a park and fly hotel in the area so we were pretty much stuck at the airport. The hotel being customer service oriented was very understanding and provided us our vehicle and a ride back to the hotel in addition to a discount on the hotel for the next night. After speaking with the doctor we acquired the HA form (we were told this is the best option) which he filled out and faxed it to us at our hotel. Finally, we met ALL, the HA requirements (hoops), and we were thinking that we would be experiencing the Aloha Spirit within 24 hours. WRONG!!! Not with the customer service provided by Hawaiian Airlines in San Francisco. We arrived the following day at about the same time at the HA ticket counter with a Hawaiian Airlines waiver for an oxygen concentrator, having jumped through all the Hoops that HA had asked us to do.

At that point the ticket agent which was aware of our situation from the previous day, told us that they could not accept that because it was not the original. Huh, REALLY?? After explaining to the ticket agent how a fax machine works and that the original was in the doctor's office we were then told that they needed detailed O2 (oxygen) titration levels for the entire trip. We told them we have no idea except that it was at 3 L per minute. Fortunately a nurse standing at the next ticket counter explained it to the ticket agent, who responded, "Huh? OKAY."

The next hoop we were required to jump through was that at the bottom of the form next to the doctor's signature he failed to put the date. We reminded her that it was yesterday that they required us to get this form and, her response was once again, "I'm sorry there's nothing I can do" after pleading with her and explain to her how important this trip was for my elderly mother and that this was possibly the last opportunity that she would have to travel, she called her supervisor once again and the response from the supervisor, was seemingly that default response of, "I'm sorry there's nothing that we can do" we were told that we needed to contact our doctor, have him put the date on it and send us back a fax. We reminded the ticket agent that this was Saturday and that we were unable to contact the doctor until Monday which would put us on a flight for Tuesday but there would be a $200 charge for a changing of the reservation.

It seems that the Hawaiian Airlines personnel training is very non-customer service oriented but that they are willing to do many changes in your reservation at $200 a change. I can imagine that the reason that they need this money is because of the decline in travel by customers who have actually booked flights through Hawaiian Airlines and then become disgruntled because of the way in which that they were treated by the customer service people at the ticket counter in San Francisco.

I rejoined the line and found a flight with United that was leaving in a couple of hours and wanted to speak with the Hawaiian gate about getting on that flight. The line was still enormous and an agent began walking the line to speak with those of us in the back. She informed me that I could book the United flight and submit my receipt to Hawaiian's CAO (Consumer Affairs Office) for a full reimbursement. Incredulous of this claim I asked for verification from her manager.

She left and asked the manager who confirmed and gave us a card with the CAO contact information. I once again asked for confirmation and stated "I will not book these tickets unless it is guaranteed I will receive a reimbursement in full" which was about $762. The agent stated again that I would. As she stated this, another agent came over the PA announcing the same information. Book alternate travel and submit a request to the CAO. I booked through United and left the gate.

On the way to the new terminal I decided to call Hawaiian one more time, seeing that they had neglected to call me back as promised. I confirmed with the rep on the phone that I would receive my reimbursement in full. That is FOUR representatives of Hawaiian Airlines assuring me that I would receive my full $762. I submitted my receipt and request to the CAO and was informed that the reimbursement was not their policy and they would not be refunding me the full amount. I instead would receive a refund for the round trip tickets unused and some travel vouchers which expire in a year. Their vouchers are useless to me, therefore leaving the amount I received well under the amount promised by the employees beforehand.

Despite me informing them that 4 Hawaiian Airlines employees all gave me the same information the CAO would not budge. I invited them to pull the call where it was confirmed and informed them that I did my due diligence in ensuring that I was not going outside of their policy by booking alternate travel. I requested to speak with the CAO on the phone, but no go there either. They don't have a phone number and now "consider this matter closed". Their customer service is a joke and an embarrassment to the hospitality industry. Be forewarned that any 'guarantees' you receive from them on your future travel is predicated on empty promises to their customers.

The representative informed me that even though I purchased the protection plan for $150 additional so that I could cancel anytime for any reason, it only covered cancellations and refunds of the amounts for the resort and rental car. The representative told me that I could not get a refund for the airline portion of my vacation package, but that I could use it as a flight credit for future use. I explained to her that I was not okay with that, and I asked for a manager. The manager I spoke to told me that since it was Hawaiian Airline's fault for mis-advertising the resort I booked, he would make an exception and refund me the portion for the airline as well. Today I called to check and see why I was still missing a refund for $1800 for the airline portion of my vacation package and was told that they hadn't processed a refund for it, and there were no notes from the manager I spoke to about refunding it.

I waited on hold for over an hour to speak to another manager who told me that she couldn't refund the airline portion without a reason, and that she needed to go listen to the recording from my phone call with the manager to prove what he promised me before she could process the refund. The manager today also informed me that it would take 8 weeks for the refund, when the previous manager told me 5-7 business days. The manager today told me she promised she would call me back today after listening to the recordings, I have not had any callback. This is the second time a manager has promised to call me back, and has not. I called my credit card company and disputed the charges while this is getting figured out. Hawaiian Vacations is not a company I would recommend ever, or use ever! This is criminal!

My husband was trying to use his Platinum upgrade certificates today and because we booked ourselves separately he could not apply his to me and we are on the same plane. This is crazy! I am not returning the same day as him so we were forced to book separate tickets. The people in the Philippines have no way to override this. There is a complete refusal to transfer our call to anyone in America. Also, the planes have been very dirty lately and even in first class. Fed up!!!

So I called my son that has dropped me off to get a carrier and bring it to me, he does. I went back to the counter and it was a different person she tells me it's not $35.00, it's $225.00. What I say wow so it was getting close to boarding time so I said I would pay it (very unhappy) then I put my service dog in the carrier my son brought then this person asks me for his heath certificate. I reply, "Service dogs don't need health certificates." She replies, "I'm sorry we can't help you that's our policy"!!! Not sure what to do now so I called my son back to the airport again. While waiting I called the US SERVICE ANIMAL AGENTS who took the info to file a complaint against Hawaiian Airlines. Now I'm separated from my service dog and having horrible depression flying without my service dog!!!

I was on the phone for 40 minutes for a simple cancellation after searching for a way to cancel online. I received my refund but not in a single transaction but in 3 different credits to my overseas credit card. Because of overseas transaction fees, I only got 94% back, not the 100% I expected. This could have easily been avoided if the original transaction was reversed. I called the call center again but didn't get any positive results except verbal runarounds in circles. I really enjoy flying with Hawaiian Airlines and have used them frequently for over 10 years. It is my favorite airline but I don't understand why HA would get into a partnership with such a cheap, second class discount travel agent and put its logo on their website. It tarnishes HA's reputation, as it's evident from the other feedback regarding buying a ticket and adding either a hotel or a rental car.

If you are like me and are looking to find an email address to contact that travel agent, here it is: **. And this is how that travel agent advertises their services to its customers, the airlines: "All packages are prepaid, non-refundable and non-cancellable, allowing suppliers to provide NeatAgent with competitively priced NET rate inventory."

At approximately 8:30p (CA time) I was transferred to a supervisor, Stephanie, employee # **. Stephanie said she can help me but, there were terms and conditions I needed to agree to including: $40 processing fee per ticket and a credit voucher instead of a refund and that there were no exceptions since "policy is policy". I told her I did not accept that since I was never told this while researching which airlines to use. I asked to speak to her supervisor and Stephanie then said, "I am the highest point of contact and no one else at Hawaiian Airlines could do anything for you." She also said that I'd have to contact Consumer Affairs if I didn't agree with her because she is denying my request to waive the $40 processing fee, period. I insisted she connect me to a different manager and after debating with her over and over and a 5-7 minute hold, I was transferred to Jeremiah, employee # **.

Jeremiah was like a broken record and repeated nearly everything Stephanie said. I felt they were sitting right next to each other since the language was nearly identical. Jeremiah continued to tell me that "policy and policy" and there's nothing else he can do to help. I asked for a different supervisor or manager and he also insisted he was the only one there and no one else can do anything to help. He referred me to consumer affairs and said there is no other option for complaints. I told Jeremiah that I wanted to cancel all 5 of my tickets with Hawaiian Airlines and of course, he throws at me, "Your tickets are non refundable so I cannot fulfill your request." The $40 processing fee per ticket is outrageous! Not acceptable!

Jeremiah employee # ** also stated he was the highest point of contact. $107ea me and Greg - voucher $67ea. $127 Jas - voucher $87 good for 1 yr. $253 Erick - voucher $213 good for 1 yr. $112 mom - voucher $72 good for 1 year. After I was strong-armed to accepting these horrid terms and conditions, I was told about additional terms and conditions (that no one stated to me prior) which include, the voucher is only for the assigned passenger (even though I paid for all tickets!). Also, that the credit voucher will take 4-6 weeks to arrive!

Both managers were unhelpful and continued to throw "policy is policy" with every other sentence! To add insult to injury, as I mentioned that I would be contacting the executive team to voice my concerns of this awful experience, Jeremiah wants to add "this entire call will be documented and they will be able to see everything we talked about" so I responded, "That is exactly what I was hoping for!" Jeremiah then said, "The vouchers will take a long time to get to you so do you just want to end the call?" Are you kidding me!!! At this point I have been on the phone for nearly 1 hour!

These managers are bullies and both treated me like I was a second class citizen! I'm appalled and feel belittled! I haven't even flown on Hawaiian Airlines yet and this has turned into a nightmare! My wedding is supposed to be joyful and the happiest day. I now feel so stressed, bullied and feeling like I'm being forced to do something that is so wrong and unacceptable! I feel that Hawaiian Airlines has stolen $200 (the processing fee x 5 tickets) from me and I do truly feel robbed.

I'm prepared to contact consumer affairs, all local news stations, all social media outlets and deter all my friends and family from ever using Hawaiian Airlines ever! I'm so terribly upset. I'm shaken. I feel this behavior is abuse! My blood pressure is through the roof and I don't understand why I was treated so badly from an airlines I thought was truly focused on excellent customer service. I'm devastated!

UPDATE ON 05/01/2017: This is an update to a review I submitted on 04/17/2017 regarding a terrible customer service experience incident that took place over the phone on 04/16/2017. Hawaiian Airlines officials did respond to my complaint but offered me an impossible resolution that pretty much still has me out of $706.00! Hawaiian Airlines offered to waive the $40.00 per ticket service fee but refused to refund my original form of payment leaving me with credit vouchers that I can not use! I have no plans to travel to Hawaii (other than my wedding which is already paid for) and the credit vouchers are useless. That is $706.00 of my hard earned money tied up in credit vouchers that will never be used so in my eyes, I am still robbed by $706.00!

At the very least I am requesting for these vouchers to be transferrable so someone can use them but at this point, Hawaiian Airlines has overcharged me $706.00 and is getting away with it! The representative that reached out to me even said in her own words "Hawaiian Airlines makes it impossible to claim a credit." I hope Hawaiian Airlines will make good on refunding me my $706.00 or at least make these vouchers transferable. I am still very shaken by my experience with the customer service department and hope for some kind of resolution. Again, due to Hawaiian Airlines only flying to Hawaii, my family and I can not use the credit vouchers within 1 year time. We are truly stuck between an rock and a hard place. Please help.

For a airlines travel card, this is not very smart or consumer friendly. They also do not post transaction for several days, usually about 4-5. All my other cards send a message usually before I even leave the store. In today's fraud culture this is not very smart... They need to get with the times and update their technology. I do like the airlines and fly 3-4 times a year. 90% of time just great service, other hey we all have our off days. They really just need to rethink their association with Barclays. Mahalo.

How is this Hawaiian Airlines?? We have always flown them for their great customer service. We are so sad. I went to extend our trip to the mainland on Hawaiian Air website and they say I can't make changes since it is not through Hawaiian Air. I had to call some random number, the guys is in a call center in India and he says $200 for each ticket which I had expected, and now an extra $200 that they call a transaction fee... I ask to talk to a supervisor but he just says he sorry and they can't do anything about it. Basically it is my fault for being a dummy and adding a car. I really feel like this is a scam and I hope others do not fall for it like I did. I wish I could put minus five stars!! I attached my confirmation and went through the process on Hawaiian Air website and added screen shots showing that it never says you are leaving Hawaiian Air and that all the perks will be voided.

The flight attendant that was providing service on our side (port side) was rude and unpleasant. She appeared very annoyed anytime I had a interaction with her. She was wearing a apron over her name tag the entire flight that prevented me from obtaining her name. I looked across the aircraft and noted how pleasant and attentive the flight attendant was, constantly interacting with the passengers. In fact my brother was on that side of the plane and stated that the service that he received was impeccable.

Oahu to San Diego, HA 16. The flight attendant(s) that provided service on this flight were GREAT! However I again found the seat very uncomfortable, bottom cushion either not enough padding and/or worn out making it difficult to relax. I'll remember to bring a seat cushion next time. The entertainment systems in the headrest are great when working. I only mention this because just as I was getting settled in to relax the passenger behind me apparently had a problem with his unit because he kept pounding on it which in turn shook my seat and headrest.

Received a follow-up email requesting feedback about my customer service experience with Ms. **, I replied to her email; I responded to both emails from Hawaiian Airlines on February 27nd and March 5th right after both flights touched down with the requested "how was your flight" feedback. I haven't received any contact regarding my concerns/complaints to these surveys so I'm incline to think that they're not of any relevance to Hawaiian Airlines. Two weeks after returning home, not receiving any contact regarding my requested feedback, I made my issues regarding both unpleasant flights directly to CEO Mark Dunkerley's email address and receive an email from customer affairs offering me a fifty dollar travel voucher? Really felt personal seeing it appeared to be a standardized response. A fifty dollar voucher isn't going to persuade me to fly or recommend Hawaiian Airlines to my family, friends, and web contacts.

I complain very seldom and are quick to praise individuals and companies that value my business. In the few times that I felt I needed to contacted a company's CEO they've made direct contact with me and on occasion telephoned me. Thank you for allowing me to vent my displeasure again in the hope that it improves the experience that others may have flying with Hawaiian Airlines. Apparently Hawaiian Airlines doesn't really care about their customers. I'll fly Alaska or United from now on. Hope this feedback helps others when seeking an airline to fly to Hawaii.

To remedy the situation, my husband and I thought that it would be ok if he took his originally booked seat since he did indeed meet exit row seat requirements. My husband apparently caused a lot of commotion by taking back his booked seat in 34A. A male flight attendant whose name tag said Nick approached my husband and said, "Get ready to move. We looked you up and know what you did". There was no introduction and an unforgettable smirk on his face. I then told him that it was unnecessary to talk to us the way that he was talking. Nick continued to berate us saying, "That's why you booked your reservations separately, to beat the system".

Even the passengers around us could not believe the way he spoke to us. Our reservations were booked separately because I used miles and our Hawaiian Miles credit card to book my husband's ticket, my debit card to book both my daughter's ticket and my ticket. If he had introduced himself and asked nicely as opposed to accusing us of purposefully trying to go around the rules, we would not have been as upset. This attendant purposefully berated and embarrassed my family. My fourteen year old daughter felt as if the whole situation was her fault. She is fourteen for goodness sake.

According to Nick, there is an FAA guideline that states that no one in a party shall sit in an exit row seat if there is a single party member under the age of 15 regardless if an accompanying adult is sitting with the minor. I have still yet to confirm this with the FAA as there is nothing online. So the male attendant proceeded to tell my husband that since we broke the rule my husband would lose his seat in extra comfort. My husband was then forced to switch seats with a stranger in coach. This stranger was a woman who sat in 34C. My family and I do not appreciate the accusations of trying to "beat the system". So not only did we pay for a seat that wasn't given to us, we were berated and embarrassed. Hawaiian airlines prides itself on customer service and aloha. This experience displayed otherwise. I expect the situation to be remedied appropriately as the service received on this flight was absolutely appalling.

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.

Original Review: Jan. 27, 2017

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.

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.

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.

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.

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.

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.

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!

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.

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.

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.

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 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.

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.

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.

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.

I would like to add that the flight from Seattle to the islands was absolutely amazing, it was made amazing by the flight crew that we had on our trip there. The plane, decor and food were about average, the in-flight entertainment was a bit pricey but overall the flight to was just what I wanted for my family.

Original Review: Jan. 24, 2016

I booked a trip with Hawaiian Airlines. Directly on their site not an affiliate or secondary company through which I would have gotten a better rate. I am a long time Alaska Airlines frequent flyer and I understand how the fees and fee structure work. I was completely unaware of the outrageous fees and the lack of understanding on behalf of Hawaiian airlines. I wish I would have done my research and paid a little more up front with Alaska Airlines and flown with them.

I booked my flight and put in the incorrect dates. I was off by one day on my return and tried to correct with Hawaiian airlines. Big mistake and a lot of frustration. Each member of my families ticket cost $502.00. In order to change the ticket it is a $200.00 per ticket fee not to include any separate fee it may cost for the cost of a different leg.

I attempted to contact Hawaiian airlines with absolutely no respect, understanding other than I could pay them more money. Yes the ticketing change fee is 40% of the total fare cost. Fair warning for Fare alerts. Consumer beware as I am now afraid of how my actual flying experience will be. Want-to-be back on Alaska Airlines. My bad.

On an other story, when Hawaiian and Bank of Hawaii merged to form the miles and banking system, I had no choice as to what charge card I used. Now the catch I have had this charge card since it started; I do not keep paperwork unless it is for taxes. I did not get the promised 35,000 miles because I am an existing customer. That is a good way to treat loyalty or stupidity. They said that it was all in the contract. Remember, my old charge card was converted, I had no choice and why not give people the 35,000 miles for charging $1000 in the first 3 months.

Good catch, should just give everybody this and no need to hide things in fine print. I guess that is why they call this FINE PRINT. Tried filing a complaint online on their website. It will not accept. System problems they say. Who wants complaints on their website for new customer to see and WHY DON'T THEY RESPOND TO THE COMPLAINTS ONLINE LIKE THEY DO ON YELP? Have pride. IMUA.

HA website fare today is $398 for my flight of choice. I cannot re-use this credit on-line so I am forced to call in my reservation. HA wanted to charge me $200 for the cancellation + $30 for booking over the phone +$10 - the fare difference!!. Through persistence, 4 operators and 55 minutes later I managed to get a "one-time courtesy" waiver of the $10 and the $30. For me it is not the money, it is the principle and this is criminal. HA touts themselves as the airline of "Aloha" which is maybe the greatest insult of all. At Honolulu airport the agents are the worst in terms of helping customers change flights, change seats etc. They are towing the company line which is charge for everything you possibly can and they do. No help, no Aloha. But they sure can smile while they do it.

So I purchased those two short trips. Once everything was paid, I tried to print out receipts so I can submit them to my employer for reimbursement. I was on the 'View & Manage Trips: Upcoming' and clicked on the 'Options' button so I could view and print my receipts. Once clicked, I was brought to a page that displayed a reservation code and said: "This reservation was made by a travel agent or a 3rd party travel organizer. Please contact your travel agency or travel organizer to make changes to this reservation."

I called up Hawaiian Airlines Customer Support. I was told to contact my travel agent. The needed to "escalate" my request so someone could help. I was transferred to Orbitz.com in California. On the phone, I spoke to about three different people who had no idea of what I was talking about. Eventually, I was told that I needed to talk to someone at Hawaiian Airlines Vacations. I then called Hawaiian Airlines Vacations and was told to call my travel agent... And it's been going on like this for almost a week.

My employer is requesting that I submit my receipts NOW, but for the past three days, I've been spending hours on the phone... to simply get a receipt for the two purchases I made. I'm told that an email will be sent to me, and no emails are sent. They question me and says things like "Maybe you have not looked properly into your Inbox". Not only do I look everywhere on my email client, I even contacted my technical support at my hosting company to make sure that my emails are not being automatically "spammed" or deleted - and they are not! I do web development and work with computers all day long, and I can tell that no receipt was ever sent to me.

We I call back, I end up being transferred (or "escalated" - as they say) to someone else who then tells me that an email will be sent. This morning, I even received a voicemail from Los Angeles (?) telling me that an email was sent to my account, but nothing on my end. When I try to call back to 'Travel Vacation' (at 213 666 1099), an automatic message tells me that "the number I have reached is not a working number". And to make matter worst, the person who left the message in my voicemail didn't leave her name.

Right now, I don't know what to do. I guess I will have to submit my credit card statement as proof of purchase to my employer, but since they told me clearly that expenses need to be authorised ahead of the trips, there is a good chance my expenses will not be reimbursed! I would strongly urge everyone to NEVER EVER book anything other than airfare on the Hawaiian Airlines website. Quite frankly, it feels to me that the Hawaiian Airlines Vacation Packages is simply a "link" that automatically redirects all purchasing requests (other than airfare) to Orbitz.com. They probably take a percentage of the sale and wipe their hands clean out of it. It actually feels like a scam. DO NOT USE HAWAIIAN AIRLINES VACATIONS.

We got different answers regarding the reason for denial. We got managers involved. We asked to speak with their lawyer to let them know it was illegal to deny us. They asked us why our 2 letters were written by the same professional. “Are you guys married?” I said "Yes we are and that it is not uncommon for family members to see the same providers for medical care." I asked them to put in writing the reason for denial and they finally put down that letter was not from a valid "mental health professional”. Our letter is from a licensed family marriage therapist - federal regulations say they cannot question the medical necessity or deny us travel with our ESA. They called security even though we were calmly trying to reason with them. We Sat there for 3 hours without food or water for ourselves or our dogs while they gave us the runaround.

One employee mentioned Hawaiian airlines wants us to publicize such incidents as “They want to discourage people from flying with their pets. FAA is cracking down on us”. They said Maui had make a mistake and that “2 wrongs don't make a right.” We again tried to board a Hawaiian airlines flight at 9:40 PM. We had checked bags, no food for our dogs, no car and no place to stay. We were denied and not offered any options. They told us bags would be returned on 11:40 flight from Kahului. When we went back to baggage claim at midnight, it was closed and we could not retrieve our bags. We could not find a hotel reservation so we had to sleep in a rental car. We treated inhumanely and felt discriminated against and harassed. We finally flew back on a small interisland commuter flight which allows pets to fly in cabin.

We had to be separated as only 1 pet is allowed per flight. Our dog Sunny had seizures from the trauma and stress of this experience the entire flight back. My husband and I cannot stop sobbing about this nightmare and will never fly Hawaiian airlines again. This is unfortunate as we live in Hawaii and this is the largest inter-island carrier.

The smooth landing, easy transition from plane to terminal waiting area to new plane and reloading of luggage were seamlessly accomplished. Erica and Cindy met passengers at baggage claim in Phoenix, answering questions with kindness, humor and aloha at 2 a.m. The many families aboard traveling with young children are also to be commended for superb parenting. No crying babies after such a long day of traveling? Take a bow, moms, dads, grandparents, brothers and sisters, aunties and uncles - you were amazing! Born and raised on Lānaʻi, I've flown Hawaiian Airlines all my life because they are No Ka Oi. Keep living aloha! Mahalo nui loa, Everyone, for pulling together.

After a moment one of the women, Wanda, finally spoke and asked what we needed and as we approached her counter to tell her we just needed to check our bags she just shook her head while still looking at her computer screen and said "bag check ended at 8:05, it's 8:11." Which left my boyfriend and I puzzled as we had no idea bag check had ended. Wanda was extremely rude and would not make eye contact with us as she spoke.

We asked if there was anything we can do because the rest of our group had already checked in and were at the gate. We had all been checked in since the day before so we literally just had to drop our bags off. The rest of our group informed us that they still had not begun boarding and there was no line at security so there was no way we wouldn't have made the flight. We still had 40 minutes until departure.

Wanda was very unhelpful as we asked our options she coldly told us we can get standby for tomorrow's flight at the same time. As if it's no big deal, we are just missing ONE ENTIRE DAY! I just could not believe that 8:50 am was the last flight of the day and to top it off we were forced to miss our flight and an entire day of vacation we had paid for all because we missed bag check in by 6 minutes. We asked if we could just check our bags and let them arrive the next day on that next flight and she just told us no we had to be on the flight with our bag. Which is crazy since airlines lose people's luggage all the time and most people luggage isn't on the flight with them then. Extremely disappointing. Especially since no one had told us our bags must be checked in 45 minutes prior.

The least Wanda could've done was act like she cared. I could respect so much more somebody that at least tried to talk to TSA and just asked if they could take 2 more, if not, that's one thing but it would've been nice for her to even try. Instead she was just very cold and couldn't even give us her attention while she talked to us. At Least look up from your computer screen. We even tried to change our ticket to a flight out of SFO but were told by a woman on the phone it would be $600 each so $1200 total. Nope.

And to top it off the 2 male flight attendants on our flight the next day 9/23/15 were rude as well. We tried to purchase drinks pretty much our entire flight and kept being forgotten even though we asked multiple times. We kept being told after lunch... after beverages... after trash... Finally 4 hours into the flight we were able to flag down a woman flight attendant that came and helped us. Overall this was a very disappointing experience for me. I wish I had checked the consumer report regarding their customer service. This was my first time flying with them and I'm sure it'll be my last. I have never encountered such a bad attitude on any other airline.

So I phoned HA and spoke with an agent. He told me that I should have him finalize the flight booking, since the website was buggy, and then I should go to a link he would give me, and that link would apply the travel credit retroactively. I followed his instructions, and the web page I got looked right, but when I used it I got another error alert. I contacted the help desk by e-mail, providing all the information including my just-booked flight confirmation code, and they got back to me with a confirmation that my code was still good and said if I clicked on the link they gave me all would be well.

So I went to that webpage and entered my codes, and -- Lo! I got a page telling me that my code was now activated and I could book a new flight. Egads. The activated credit had to be used within a very short time, making it effectively useless. Once again, I phoned for help. I was told I had to cancel my flight and rebook, and "as a one-time courtesy" my cancelled, non-refundable booking would be refunded. No freaking way was I going to do that, when I had been misled twice by HA agents.

Two calls later, I finally got a supervisor, who insisted, repeatedly and with vigor, that cancelling and rebooking was the only way to use my credit. I dug my heels in, and he finally put me on hold and came back to tell me that -- Lo! -- in fact he could credit my Visa card for the $80 (yep, this was all over a lousy $80). I guess I should feel victorious, but I am just very, very angry.

My last HA return flight ended up costing me about $500 extra to fix a ticketing error, which was not my fault, at the last minute (reticketing fee for two people). And the travel credit I had was from a two seat upgrades I purchased, which placed my husband and me in seats that were freezing, painfully cold (the airline was aware of this flaw in cabin ventilation, I discovered, because a member of the cabin crew warned me when I sat down that I would freeze). Unfortunately, HA is really the only game in town for traveling between my home and Hawaii, economically and with the fewest layovers, so I am stuck using them. But they are certainly not easy to deal with. It's like bashing your head against a lava-rock wall.

However now, the consumer affair office of Hawaiian Airlines only agreed to return the processing fee, $150 (from total $775 per person). We requested them to review their internal record message to confirm what their customer service staff spoke to us, that the change fee will be refund once we provide the document, but consumer affair office simply said they were unable to grant our refund request.

When asked about the departure time being 1:55, the reply was that the plane was to be off the ground by 1:55 and did not reflect the time of leaving the gate. When asked where on the ticket it stated that passengers had to be on board 10 min before documented departure time, I was first ignored, then only after pressing them again the reply was that it was documented on the Hawaiian Air policies which could be found on their web page. Of course a search of their website, shows no documented time policy.

11 of us were rebooked on the following flight which was to leave 7 hours later. Hawaiian did not offer any compensation for the inconvenience stating that it was JetBlue's fault for being late. Yet we reminded them that the tickets were purchased through Hawaiian Air. I grew up in Hawaii and had expected more of the Aloha Spirit.

I talked to two different individuals who said there was nothing they could do right now. They have time to change the snack menu, but instead told me to wear a mask and bring medication. I cannot believe that they weren't concerned when I brought up the fact that if a person dies on their flight it would be all over the news, etc. When I have gone through this with other airlines they have always been accommodating. If I survive this flight I will never fly Hawaiian again.

After waiting 40 minutes to speak with a manager, he miraculously found a flight for our 2-y.o. daughter but we were out $800. That night I emailed the complaint section and after a month, they offered us a $100. Mind you, they practically ruined our vacation, that was our vacation spending fund. Again no empathy. I have asked to speak Malia Park's manager and her only response is her manager believes the decision for the $100 credit is consider fair and appropriate. BS!!!

Apparently I should've read their policy instead of trusting that their employees are doing their jobs. How is it appropriate that after speaking with an employee, I'm expected go back and read their policies? It's convenient that they can flag our acct to have us respond to the front desk and refuse our check-in through the kiosk but can't send us an email to advise us of the changes. Our flight remained the same. The rep I spoke with should've realized that our daughter had a birth in between that time. Again we're $800 short and a ruined vacation.

When I got to the airport, my wife did not have special services and I had to go through the reservations again in a crowded airport with my wife stressing out. Clearly Hawaiian does not understand nor cares about people with disabilities and their attitude is very callous. All other airlines -- Delta, Alaska, American, United, etc. -- go out of their way to ensure that people with disabilities are taken care of properly, not Hawaiian. The person that pushed through the gate was not trained that well and when we got to the gate said, "I'll just leave you here with the chair since I have to get back to the front"... Really? Never have heard that before from the other airlines.

As you can imagine, upon my return when I was trying to check in on the website and it was not fixed and again I was being charged a 2nd time for $210 for Economy Plus and was unable to check in due to that issue. Again, I called Hawaiian and was on hold on and off for an hour and they were again unable to fix the problem and told me to just go to the airport and they will fix there. I again told them that my wife was handicapped and that it is difficult to navigate the airport and that I did not want to stand in line and deal with checking in when I can easily do it online. I then told them that "Could I pay over the phone for the baggage?" and they told me, no, you had to do it online. I then said, "Well, yes, that is what I am trying to do but your website is forcing me to pay the additional $210 that I paid 3 months ago." It went round and around.

They transferred me to a supervisor who kept telling me that there was an issue with the reservation but they fixed it. I tried on 3 different browsers: Chrome, Safari & Firefox but the problem persisted. The supervisor then conceded that they could not fix on their end and it was best to just do it at the airport. I explained to him my wife's handicap issue and he said there was nothing he could do and that the issue would be fixed in a half an hour. It wasn't, and it wasn't the next day, and now I have to take my disabled wife and our daughter to the airport and deal with not only our issue but make sure my wife does not face any hardship in not being able to stand up, etc.

Thanks Hawaiian for caring. In closing, Hawaiian Airlines's callous attitude toward the disabled and their horrible website are reasons that I am writing this complaint and will never fly with them again. Their "Mahalo" way of dong things is OK for the islands but if not for their customer service. P.S. They should hire an IT guy to deal with website issues instead of a guy looking a manual when you are on the phone with them. Aloha Hawaiian. Never again!

So we went in the gate, ask for seat change and there were plenty seat open. We end up with 1 first class seat 1B, and 6C!!! Oh we're flying interisland, from Honolulu to Kona. Once we landed our luggage was missing!!! Got one bag and not the other with a car seat!!! How are we suppose to drive anywhere without a car seat!! Again we flying frist class, other got theirs and not us. I don't believe in coincidence. I'm very disappointed with you Hawaiian airline, your customers service is getting worst. I'm not the one to write and complain but this time you guys is way off with customer's service.

I am at the opinion they do this in order to frustrate the customers and keep the money. Their computers went down, how convenient, then back up it was $500 more and we got a crummy room! This whole entity to me is a scam! On their website it said, "If illness occurs and you have a doctor's note that you can't travel you can get your flight rebooked." We paid $200 cancellation fee and $478 hotel change then got rebooked and NO seat assignments. They said that they cannot release seat assignments until 24 hours prior to checking in which is another lie because I had seats assigned on the trip that was canceled. They have certainly taken all the fun out of planning this vacation.

This is supposed to be a very happy time for us but the $200 per passenger flight fee is very expensive and would be at least $600 for our family of three, so we may not be able to go to Hawaii at all. My child has never been and I think she would love it! I called Hawaiian Airlines and I asked for them to waive the change fee of $200 per passenger and instead she directed me here. I am really hoping the $600 change in flight fee ($200 per passenger) will be waived because this is a very special unforeseen circumstance. Any input anyone has would be extremely helpful.

Okay, fine with that - as they stated we'll board and leave at 12 pm instead of the 10 am scheduled flight... So again we boarded the flight and off we flew to our destination, only to be told again via the intercom that the plane had to go back to Honolulu due to too much fuel, and it would have been unsafe to land, so there goes our environment with fuel being poured out of the plane into the ocean. By this time all the passenger's were irate, so we got off the plane, and had to wait a few more hours for the same flight, same plane to take us to our destination. We did finally leave just before 4 pm on the same day.

Finally landed in Honolulu, and to my surprise my name was called out on the intercom on the plane. So I got off the plane, went to the Hawaiian Airline front desk, told them who I was, & got told that there was no flight available for me to fly to NZ, & that I had to stay 2 nights. At that point I wanted to scream/cry because they didn't really care that I had fully paid for a conference back home which I was not going to make. So for two nights at the Hilton and free food vouchers courtesy of Hawaiian airlines, I really just wanted to be home. I have never caught a flight where it had to be turned back. We shouldn't have left LA in the first place. This was my first flight on Hawaiian Airlines and maybe my last. It's like that saying, "first impression's last". Unfortunately it wasn't a good one.

Then, 6 months later I spent approximately 1 1/2 hours on the phone trying to use miles and my one time 1/2 companion fare. After trying to book on the internet unsuccessfully, I began the ordeal of talking to multiple people about how to book with my miles for myself. Turns out, the mileage account number they have in their system is a different one than the one they gave me. Also, turned out 2 agents had different amounts of miles as well. I asked (now I was getting suspicious) if the multiple agents I spoke to were sure that I could use miles for myself and also could use the 1/2 companion fare.

They all said ""Yes" until I finally spoke to some man over an hour later. He said very firmly that the 1/2 companion fare could not be used at the same time I used miles to book my fare. Also, you CANNOT use miles to book a Hawaiian package with the flight and hotel. Only a flight. Companion 1/2 fare ONLY with another flyer paying without using miles. So, why would I have bothered with the (I believe) $85 annual fee? Good question! I wouldn't have and will cancel before it comes up again.

Next day, tried the website and got the same error message. Called again. Transferred several times. Finally reached someone who was sympathetic. He tried to book my flight and guess what - he got an error message. Said to try the website tomorrow. Did he really just say that? Losing patience, I asked if he could transfer me to someone who actually worked at Hawaiian Air. I'm given a toll free number and reach the HA customer advocate. She can't help me. She only records complaints. I said I have a complaint. I can't book a flight online. Seems she only records complaints about flights or vacations taken. Tells me to call reservations. What the **?!!! I called reservations one last time and I'm transferred five times. I did finally reach someone who said the flight I wanted was now $400 more than what was showing on their website. So I booked a flight with another airline. Took five seconds, done.

So we had no other choice to cancel our day plan and drive 50 miles to the airport. There the lady tried to speak to her boss for not charging the 50$. But we had to pay the service fee. So after losing two evenings and one day, a lot of money for phone calls and gas we had to pay a service fee for NO service. We will never fly with this airline again.

For years I've been booking my flights to Hawaii at Hawaiian Airlines and since I've been a Hawaiian miles member. Thought it was better to travel with Hawaiian Air than using other airlines or third parties. Should've learn from all this misfortune since I been flying with this airline.

First bad experience with Hawaiian was flight to Cali to Oahu with my kids was not great but bearable. Delayed flight for an hour. Not bad. Second was booking Cali-Oahu, was rubbish. I need to reschedule my flight due to my work circumstances. I was charged additional $250. Emailed Hawaiian Air with my issue and received an email back saying they will email me a $100 tix voucher and it's good for a year. LIE! I didn't get any email with the $100 tix voucher. Anyway, after waiting many days, months.. I gave up on it and moved on.

Third occurrence was trip to Cali-Maui 8/21-8/28 2014. There wasn't any issue heading to Maui. It was on time. But coming back from Maui-Cali was a pain in the butt. On our flight back to Cali, return the car an hour early, checked in exactly 2 hours before our flight. Right when we passed the body/baggage check, we received a text saying our flight will be delayed for 4 hours. There's really nothing that we can do but to hang around the airport since we returned our car and didn't want to go thru all the checking in hassles.

I emailed Hawaiian Airlines regarding about this inconvenience and receiving a text 2 hrs before our flight that "there was some mechanical difficulties, flight will be delayed (2 days after, got an email back just saying "sorry"). While waiting few of Hawaiian Airline pilots and stewardess were hunch up in a corner saying "O they called you guys in too... supposedly there's mechanical problem but (mentioned a name) was too drunk to fly". Well I can't really complain about it because it's about our safety. Nonetheless, we stayed four crucial hours waiting to board. When it was time to board, because of the delays there was a big fiasco, who can board with that plane.

Fourth, will be this coming up flight Cali-Maui 7/8-7/15 2015. Just last Wednesday 4/22/15 5:00 am we booked our flight for $714. For some reason around 6pm I wanted to check how much is the tix for those dates and it was $602! Difference of $112, emailed Hawaiian right away thinking I can get any credits or refund for the difference I have paid. Got a response back saying "there's Guaranteed Air Fare, cannot be refunded," which within a year I need to use this travel voucher (per passenger) and $40 will be deducted for service fee! Then this whole ordeal of travel voucher ($70) compensation was a joke!!

This will be the last time my whole family, friends and I will fly with Hawaiian Airlines!!

After asking to speak to a supervisor, nothing changed, same story. After realizing that Hawaiian Air DOES NOT actually manage their travel agency, we knew we were in trouble. It's an outsourced company that has no idea how to look up flights and or hotel confirmations. The advice they gave us was to go back to the airport and talk to the front desk, the front desk told us to call Hawaiian Air, Hawaiian Air told us to call Hawaiian Air Vacations...and round and round we go. WE WILL NEVER FLY HAWAIIAN AIR, BOOK A VACATION THROUGH HAWAIIAN AIR VACATIONS, EVER REFER A FRIEND OR FAMILY TO HAWAIIAN AIR, nothing! A true embarrassment to any American company to conduct business that way. This is the first review I've ever left, because the consumer needs to be aware that this can happen to you as well. I've never been so insulted, embarrassed, helpless and disappointed in my entire life.

I called Hawaiian Airlines and discussed the request, their response was "No problem"' and they would make a note in my file. There was supposed to be no charge for checking this device. I called again, just to make sure there would be no surprises. Well TSA was going to escort me thru security, but I was tied up with the biggest bureaucrats in the world. I asked for the manager, who came down, and just had the biggest grin on her face, like she was selling on QVC. She didn't hear a word I was saying. Well by this time my PTSD started. I asked the manager if she knew anything about PTSD, not a response, I asked her if she knew anyone in combat, dust a smile, no help, I felt so alone, my wife left me and went to the plane. I gave up on my request. As I was leaving she smiled and said "Have a nice day." My reply was, "After I take three Valium, I'll be smiling also."

PART II. I could not let this rest. Today I called HA, Complaints Resolution Officials for HA. I was never able to talk to an officer, but a nice woman with no authority. I told the whole story. I was assured that this should have never have taken place. Oh well, oops, it did. The bottom line is from the HA Holy Book of regs, "The keeper of the keys" is the check in personal, they say yes or no. I also have a emotional support dog, and I would never trust a non-combat person to be in charge of a yes or no, in deciding he rides with me or not at the last minute. I don't trust HA, it's all about hanging you out and just getting you off to someone else. I am still in Maui, but I can't seem to relax. To all my fellow brothers, don't trust them. Only trust someone that you know will watch your back.

The gentleman behind the counter proceeded to work at the computer at the counter for 8 minutes - Two separate times he told us to be patient and he would be right with us. I told him we were in a hurry. Finally he acknowledged us. [Something to note here, we are a family of 5 with three small children, lots of luggage, and carseats/stroller. It seems EXTREMELY RUDE to make us wait for 1 minute, let alone 8 minutes knowing we have small children with little patience.] At this point there were three other parties behind us in line also rushing to their flights and we later found out were on our same 7:50 am flight. The Hawaiian agent started to take our luggage and then told us that we would not make our flight. WHAT? Why not? We were checked in already online, had our boarding passes, and arrived prior to the 45 minute cut off! He informed us there was nothing he could do, this was out of his hands, and that we were now FOUR MINUTES late to the FIRM luggage cut off time. This was EXASPERATING to hear.

He had just made us wait 8 minutes while doing computer work, so his computer time put us under the cut off! We begged, pleaded, and told him about his timing being to blame for his computer work and making us wait. He seemed to know he had made a mistake but keep backpedaling telling us nothing could be done. The three other families behind us were also now going in miss the flight also, also as a result of his inefficiency! The man then told us we needed to call Hawaiian Airlines to rebook. We were SHOCKED. We have three kids under 5 years old, a stroller, four bags, 3 car seats, and had already parked our car and taken a shuttle to the airport. We were ready to go meet our family for a family wedding in Kona and now we couldnt take our flight?

This was all to blame on the ticket counter guy who made us miss the 45 minute cut off? We asked to speak to the supervisor. He shouted to a woman two counters down and said, The Hawaiian flight 23 is closed right? Some woman shouted back, Yes. We asked again to talk to a supervisor to explain our situation, he wouldnt budge. We could NOT speak to a supervisor. Call the airline 1-800 number was our only solution provided. This is HA customer service policy? There isnt a HUMAN BEING to help us at the ticket counter? NO.

We then spent thirty minutes calling Hawaiian Airlines. The first number we were given (1-800-367-5320) never worked. Every time we chose the option to speak to a customer service representative, the line disconnected!! SERIOUSLY, this seemed like a bad joke! We tried over and over again. Finally, the counter guy provided two more phone numbers. After 20 minutes on hold, we got someone live on the phone. We were in the middle of trying to rebook the flight and the line disconnected! ARE YOU SERIOUS? So we called back again! This final time we were now even MORE furious and very frustrated. The Hawaiian Air representative on the phone refused to give us any stand-by options (Which were offered to another family behind us in line we were to learn later when we all compared stories at our layover in Maui).

Our only option was to pay an airport change fee of $200/per ticket and try to race to SFO and make the 10:30 am flight there. We were also informed that the flight voucher that we were using for our daughter for 1/2 off one way, was no longer applicable and we would have to pay the difference in the flight. He would not listen to our complaints, this was something for consumer affairs he said. We were so furious at the ridiculousness of paying for the Hawaiian counter agents error! But we had no time to argue since the next flight wasnt until the following day and we had a wedding in Kona to get to and needed to arrive THAT DAY. So, we reluctantly paid the fees (an additional $1077.25), took a shuttle back to our car, packed up our kids and luggage, and sped to the SFO airport in rush hour traffic to make the 10:30 am flight.

If you have small children you can sympathize with how INCONVENIENT and STRESSFUL this morning was for us (Our kids are 4, 3, and 12 weeks old). We make the SFO flight with 15 minutes to spare. While checking in at the Hawaiian counter there, we told them our story and the ticket agents were shocked! We spoke to SFO counter supervisor, **. She was very kind and told us the Oakland agents were in the wrong first of all for making us miss the 45 min baggage deadline and that they absolutely could have made an exception for our family. WHAT? This made us even more frustrated and dissatisfied with Hawaiian Airlines and their customer service! So our day on 3/19 was terrible.

Instead of arriving at 12:30 into KONA, we got in after 3:30 pm. The whole day was wasted with traveling, waiting, and dragging our poor young children through the mud. And, the final inconvenience occurred when we had to fly back into our original airport of Oakland at the end of our trip on 3/26/15 and then be driven to our car parked at the SFO airport because of the changed flight. This added another 1.5 hours to our already long journey home. This is the worst encounter with terrible customer service that we have ever experienced personally.

When I finally found an agent, I was told that it was my fault - I should have put one bag in my name and one in my companion's name and that was that. The fees and confusion these self-service kiosks make the traveler, myself, very angry when they make them so confusing to the consumer. I will never fly this airline again.

She was to go on a business trip on 1/21/2015. I called Hawaiian Airlines on 1/09/2015. They suggested it was no problem but there was a fee. The cost was $200 plus some other fee, total $345 to change per ticket. $690 to change two return flights is absolute robbery. Customer service suggested I would be called back in the morning. No call back. We called again on Monday 1/12/2015.

They suggested only $200 per ticket to change a return flight. I had checked, I could get a ticket for $203 per ticket, and to charge this when I am a Hawaiian Airlines Member plus booked with a Hawaiian Airlines Credit Card. I have never been treated so bad by an airline. They suggested it was "Policy". I suggested the "policy" was a great way to convert a Hawaiian Airlines Miles Member into an Alaskan Airlines Miles Member. We ended up purchasing return tickets on Hawaiian Airlines, but at this point, if Hawaiian Airlines doesn't change this "policy" I am on Alaskan Airlines or any other Airline FOR THE REST OF MY LIFE. And we have a home in Hawaii.

If you Google Hawaiian Airlines Complaints, you will see this is common for Hawaiian Airlines.

I get a different story from them every time I call. Yesterday, when I called for a status after faxing all the documentation Hawaiian Miles requested, and never heard back, again, the HI Miles CS rep told me flat out, "Don't call us again. It's a well-known issue that the bonus miles aren't given. Someone will email you. We can't help you. Don't call us again." Seems like the classic bait and switch. I would have expected better from Hawaiian Airlines but it seems these promotions are just a scam to get people to purchase flights with them even though they are a bit higher priced than their chief competitor Alaskan Airlines. I dislike such dishonest business practice. I fly frequently between Hawaii and the West Coast. On principle I will not fly Hawaiian Airlines again.

Updating flight status even after an plane issue has been resolved is not a priority for this airline either. The reservations center will get information long after this, even hours. Don't even bother trying to get help for you over the phone. We did. They did not know what was going on. You are at the mercy of Hawaiian in this situation and may end up spending countless hours waiting at the airport or gas driving back and forth to the airport because you cannot trust their "up to date information."

ONLY TWO THOUSAND FIVE HUNDRED SEVENTY FIVE MILES in between, and I cringe at the thought of having to pay my nieces', nephews', sisters', etc.. fare because it's just TOO DAMN MUCH! American Samoans (Samoans) are a family knitted society. We HAVE TO be together. Whether it's a reunion, wedding, or funeral, we fly back and forth. It's vital that we show to these occasions. But we can't take a whole family, unless you're a Kardashian... Ugh, we have to send one person, which is a chief, with our monetary gift, and other things.

Hawaiian Air knows our culture and how much Samoans travel to and from this small place, and to their advantage, they're the ONLY airline that flies to the US. We are a US Territory, yet an international trip from Hawaii to our neighboring island under the British is cheaper than a trip to American Samoa. Fa'amolemole (Please) Hawaiian Air, ALOFA MAI (show some love)!! Can't stand how ridiculous these fares are, someone do something!

"Don't worry," she said, "We'll take care of you." Gave us Consumer Affairs contact and phone number with a 'case number', and things went downhill from there. No one took ownership of the problem, many phone calls unanswered, many comments like 'check back in two weeks', or 'give us more time to investigate'. After 3 months of this, their final answer came (from support no less, as CA stopped responding), "Here's a $50 credit on your next flight with Hawaiian Air. Use it within one year."

Thank you Hawaiian Air for 'taking care of us'. Yes, we left the wallet on the plane, but you found it, logged it, then lost it? That's where the responsibility shifts! A $50 credit, which we won't use, is not acceptable. We just wanted the amount of money that was in the wallet reimbursed; that was it (and you guys know exactly how much was in the wallet, as you logged all the contents). Overall disappointed in Consumer Affairs handling of this--absolutely no one picked up the ball on it, just runaround every single attempt to contact. What's this office for again???

Finally made it to the special services desk. The lady said the aircraft had been changed from a 767 to an airbus and all seat assignments had changed. She said my wife and I would be at opposite ends of the plane for the 7 hour flight. I said I had booked the tickets months in advance and this was not acceptable. I asked to speak with a supervisor who came out 30 minutes later. I told her the story. She said I needed to go to the kiosk and check in. I asked why we were not given the seats assigned by Laurence the night before. She said there was nothing in there about my 2 hour call the night before. I went to the kiosk and put my code in and a screen showed we were assigned seats at opposite ends of the plane BUT for a $40 per seat upgrade we could sit together. I told the supervisor there was no way they were scamming me for $80 more for the same seats I already paid for. She would help no further. We had to take the seats assigned.

At the gate I again asked to speak with a manager and said I was very unhappy with the way this had progressed just to get $80 more for the flight and I would be sure to make my next website that I created to reflect my displeasure at this ripoff attempt and my wife who works at Mayo would be sure to let everyone there know as well. Just like that, in less than 5 minutes the lady handed me boarding passes with assigned seats together in 20a and 20b. Unbelievable! Putting me literally through hours of crap and lies just to scam another $80. The plane we flew home on was a 767 just like the one we went there on. So the lady that told us there was a plane change was lying as well. My first and last trip, I will ever take on Hawaiian Airlines. BEWARE! I also informed Wells Fargo Travel of the scam as well. They said they had heard it before. If you don't buy your ticket directly from Hawaiian air then you will have trouble on your return trip and you will not get to pick your seats.

I wasn't asking for a refund, I just want to adjust the flight. I'm still fighting for it. I've booked the hotel, car and everything already and it is not a cheap vacation and I cannot afford for them to charge me unnecessary fees. I bought the tickets on the 18th and notice the flight on the 22nd, that is only 4 days and we still have 3 months until the trip. They are basically robbing us! I will never fly with them again and will never recommend this airline to anyone!!! If we can't get this resolved we will be flying home with another airline. I refuse to give them another penny!

BIG MISTAKE!! We are 6 days away from our vacation and after a total of 5 hours being bounced around customer service/supervisors and placed on hold, I've had zero resolution and nothing but stress! They told me I would get an answer back this morning since they were waiting for my request to be accepted but have not called me. I then decided to call them again but was told by another supervisor that they haven't gotten a reply back from the department that handles name issues. I then asked them what happens if they don't respond and they told me that my husband can't travel then or another ticket will need to be purchased!!

Are you kidding me? If it wasn't for their stupid website, I would never be in this predicament! They have shown zero compassion and I haven't even received an apology from them!! I have a 3 month old daughter that is exclusively breastfed and through all this stress I've endured from Hawaiian Airlines, my milk ducts are now severely clogged and I'm in incredible pain (mothers should understand what I mean)!

I am in tears because I have never been treated this poorly by any company!! This is supposed to be a happy awesome time with my family to celebrate! Not only did my family purchase our vacation package through Hawaiian but so did my in-laws and my mother. We have spent over $10,000 on our packages together and this is how we are treated as customers!! NEVER again!! They don't care about their customers!!!! They just want your money!

I then re-read the fine print on Hawaiian Airlines to see if the fare code they proved we paid for truly did not qualify and according to their own website, their own rules, fine print etc, it DID qualify for the points. They were quick to respond when they found a reason to reject my points for a second time, but I am still waiting in limbo after very clearly proving, over and over again, that she was sitting next to me, same class, same fare, same fare code that DOES QUALIFY for the partner mileage points according to their own website. At this point, receiving the points we earned several months ago would not be enough for me to ever fly on Hawaiian Airlines or recommend them to anyone ever again.

Original Review: March 4, 2014

I've been a Pualani Platinum member for 15 years. As usual I received two 72-hour first class upgrade coupons. So when I notice a flight with a first class seat available I bought the revenue ticket... At the 72-hour notice I was told by a supervisor that I couldn't use coupon so they could sell the seat. The coupon says if a seat is available I may upgrade...

Well at 340pm there were seats available in first class... since being told I can't use them I feel as though I was defrauded into buying a ticket... This is how Hawaiian treats a customer who has flown 1500 + flights in his 15 years flying on corporate tickets... Now I wish I didn't get the coupon upgrades.... I just wasted money on a ticket that if I didn't receive upgrade voucher I would not have bought ticket, period!!!!!! BEWARE OF HAWAIIAN AIRLINES AND THEIR VOUCHERS...

The problem is always in Honolulu. Other areas like Hilo, Maui, Kauai I had no problems. Some of the Honolulu ticket agents have no customer service. At 1 time they had the line system good. General boarding to the left side of the door, along the glass window and 1st class/Premier to the right side of the door along the glass window. Should go back to that system so no one gets confuse to which line to be in. I wish Aloha was still here, they had the Aloha spirit. Hawaiian is the Big Bully w/ attitudes now.

Here are some financial information: Last year, their number of passengers was 9,484,204, so imagine, if 1/100th of those changed their tickets/confirmations due to unknown reason and ended up paying at $200 per passenger i.e. (94842*200) which is equivalent to $18,968,400, let's say $20 million dollars give or take.

I do not own their stocks, and neither I associate with their staff. But, I do follow their staff blogs, you can find it on the internet. Here is some news, their stock is already saturated, after saturation, it is downfall or split which is going to happen. Their internal software engineering team has no future deployments lined up, website is written in classic asp, embedded with java. The ticket search engine does not work properly, and also very slow; opening PDF documents is a nightmare. Oh, I just heard from their internal staff that, their software engineering team is working on the above mentioned technology issues.

In layman terms, we should not take this airlines that we put our lives in the hands of Hawaiian Airlines that off-shored our jobs. Wait, wait, per Mr. President said back in 2008 and in re-election in 2012, we are bring our jobs back and adding more jobs to lower unemployment, but apparently this airlines does not care what our President said. Irony is our President was from Hawaii. Who should we believe.

If I were you, I would not invest single dime, it is worth to invest 1/1000th of a penny for sure, in this Airlines. Board of Directors, all the management team are scoundrels and robbers, running the airlines in the name of squeezing dollars from all aspiring Hawaii vacationers and may the Hawaiian goddess and my curse at them and their families, for generations.

The women at the visitors counter at the airport was very nice. She spent hours going thru her rolodex to find us a place to sleep. Yes, rolodex because there are no computers. Eventually, one of the hotels had a cancellation and could get us in. The only mode of transportation we could get was a taxi to and from the airport. We maxed out our credit card for one night on the Big Island. I tried to contact the airlines on the phone and thru Consumer Affairs about their exorbitant fees but only received a form letter in response. I will never fly Hawaiian Airlines and will never go back to the Big Island.

When we got to the Kahului Maui airport, I asked the person at the front desk of Hawaiian Air to speak with a manager and we waited 30 minutes and the manager never showed up. After everyone boarded the flight, she finally says, "Sorry, I can't get a hold of the manager. Here is the card for consumer affairs, you can contact them." I couldn't believe it, I have never been treated so poorly by an airline let alone any business over and over in my life. Then, we get on the plane last and there was no room for any of our carry on. One of the attendants noticed how frustrated I was and comes up to me and says "Here, I will help you find a spot for those." I turned around and the attendant walked away. I asked wait, "Can you help me find a place for my carry on?" The man replied with, "Oh yeah, I can help you with that." Then he walks away again!

I am in complete shock with how terrible we have been treated. Most importantly though, it was crucial that we got back the day that our flight was supposed to return because I had to work that night. I am now in trouble with my employer because of not showing up to work Tuesday night. My livelihood is now at stake because of our flight being canceled.

We had to move from the condo we were staying in because they could not accommodate us for a single night. We then had to pay $1,000 for a place to stay, food and transportation for the 4 of us. This was something that was not in my budget for spending. I then lost the wages that I was going to be paid for my work Tuesday night and am now in deep trouble with my employer for not showing up. It has now been four days since this has happened and after multiple emails and calls, I still have yet to receive an email or phone call from anyone from Hawaiian Airlines. Next time you are planning a trip to Hawaii, do yourself a favor and save yourself the frustration and headache by not choosing to fly with Hawaiian Airlines.

After talking to the Hawaiian air customer service we were told that we had to wait until the next day to fly out and they could not put us on standby for any other flight because it was American Airlines problem I missed my flight not Hawaiian. Did I mention that my checked luggage made it on the original plan and left without me? American Airlines ended up putting us in stand by and getting us to Hawaii but Hawaiian Air couldn't have cared less.

It gets better after the trip when I wrote a letter to HA customer service. I explained to them what happened, even included time stamps that I recorded in my phone on when we arrived, when we were told we could not get on the plane etc. They basically told me, too bad, there is nothing we can do. The system shows you were late and does not match the times that you provided, leading me to believe that the guy at the gate entered in our arrival time at the gate WELL after we actually did to cover his **. NEVER Flying with them again.

She kept trying to tell me my flight status & times, blah, blah, blah. I already had that info & didn't need it to be read to me again. I asked to speak to a supervisor who also could not assist me. Why do they give the option to allow you to check-in 24 hrs ahead of time but doesn't allow you to? My matter was not resolved. They told me they would escalate the issue to technical assistance. I just don't understand how a customer service office just can't tell me what is the problem? What are they for then, if they cannot assist the customers?

Then I was cheated out of 15,000 miles. They told me to call my bank, then FIA, redirecting the blame on anyone but themselves. I can barely even understand these people who I'm sure are in a call center in the Philippines. I had to fight for my 15,000 miles for over 6 months before they gave me it. Then they expected that I would be satisfied. Sorry, I'm not that easy. I requested a form of compensation and they absolutely refused to do any of it. They always say they will call back but won't and will try to do anything to make you hang up the phone. I hear now that Hawaiian Miles isn't even the best card to get for travel lovers and I will be closing this account ASAP.

At the counter I was just given a HA boarding pass with ticket numbers hand written by one of the managers who kept mentioning to me that she was suppose to be on vacation, she appears to be in a hurry to get rid of me. She directed me to show the boarding pass to United Airlines so I could catch the 1050 flight. She promised that I should not have any problems from here on. At UA counter they could not retrieve the ticket. The UA clerk went to HA counter at around 0830 but they closed already. No crew was around. Where is the ticket? I was asked by United Airline teller to call HA customer service to get the ticket number myself. When I finally got my ticket number, customer service assured me that's all I need to show to United Airlines. UA still can't retrieve our three tickets. After pointing fingers on whose to blame they finally got and printed my ticket. UA clerk gave assurance that I will not have anymore problem on my connecting flight to Manila from LAX.

We arrived LAX and check in with Philippine Airlines immediately. PAL could not pull out the ticket despite the explanation and the confirmation numbers given to me by United Airlines and Hawaiian Airlines. I called Hawaiian Airlines, customer service kept on telling me that what they have in the system is SFO to HNL. They were surprised why I was in LAX. This time three Airlines are now pointing fingers instead on who is to blame, telling me to go from one terminal to another. I have two companions with me, one is a 10 year old and the other has a medical heart condition. Given with circumstances and putting yourselves in this, how would you feel and would you react? United Airlines did not even bother to resolve the issue or at least validate my complaint and my situation.

I tried to show the reservation numbers to supervisors identified by UA but glared at me, "I cannot help you. You have to take it to HA". Another teller told me that, "I am leaving this counter after I attend to this group, unless my supervisor tells me to stay". She was at the second counter from the left of LAX United. 2000, Hawaiian Airlines terminal was closed already when I arrived to talk to them. Finally, I am very frustrated and disappointed. HA could not offer any resolution to this problem at this time but just kept on pointing me where to go. This time I have to "demand" for tickets. I was distraught.

At that point I don't need anymore apologies or anymore explanations of what went wrong. To make matters worst manager Warren had no idea what supervisor Alfred was doing. He said is just waiting for a call from the supervisor of Philippines Airlines. 2130, finally, Alfred can only say that in this rare circumstances they have to purchase 3 new tickets for me to fly PAL that night. On economy class, after a terrible and very frustrating service. Unacceptable.

Well, we tried this number (which we have since found out is in the Philippines) on several occasions and our hotel staff also tried for us. We were put on hold for up to 40 minutes and, although we were told that “our call was important,” nobody ever answered it. After several days, we gave up in total disgust. As we needed to get some information about the provision of oxygen, we had to ring our travel agent in Sydney to book us our return with Qantas who do provide oxygen. What I need to recoup our costs with our travel insurance is written evidence that you do not provide oxygen for passengers. Could you please let me know ASAP re this?

I now am given the runarounds due to this incident and excuses of trying to see how they are supposed to compensate me has resulted in a very frustrated and unsatisfying customer due to this incident. I seek your assistance in writing this complaint not only to be served in a proper and appropriate manner, but also that this airline be able to come through with what they have already pledged to in terms of passengers giving up seats upon their requests and also to better serve the customers that are within this region of routes that fly here. Thank you.

My friend took my glasses back to the mainland. I had ten more days there, thus had to buy new prescription glasses for $300. I would have paid the airlines to bring them, but there was no flexibility. I am a social worker by trade and do what I can to eliminate obstacles in people's lives. What is wrong with a society who cannot help another human being because they maintain such rigid protocols? I can see that you may not want the liability, yet losing them would have been easier to deal with than not using some flexibility to help someone out. It saddens me that you are part of the problem and not part of a solution. I am writing you to express my opinion that your airlines is not solution orientated. I will never fly Hawaiian again.

Two years ago, HawaiianAir delayed one boy's flight one hour (to fix a broken seat belt) to Vegas, then our son missed his connecting flight to NH and had to wait 8 hours for another one because Hawaiian Airlines said they weren't responsible. I had a letter drafted but opted not to send it. We have wanted and have tried hard to like HawaiianAir but one mishap after another has caused us to reconsider our loyalty with them. As I write this letter, I am in the process of writing another letter to HA because our boys were not allowed to board their connecting flight to Honolulu from JFK on March 14, 2013. Another fiasco which could have been avoided had HA attendants used common sense. It is our experience that no matter what happens, it is never HawaiianAir's problem or responsibility. If this airline delays your flight and you as consumer miss your connector, it is the consumer’s problem. And if the train breaks down at an airport causing you to arrive 15 minutes before your plane departs, and you are refused boarding, that is also the consumer’s problem! Not a happy camper and more to follow.

I admit, in the process of review of the reservation being booked, I missed this mistake, and was willing to share in the accountability. But I am bothered by the unbending response from Hawaiian Air support to take some responsibility for the website malfunction. And I am thinking, if enough people write in with the same complaint, perhaps their customer service policy will rise to the occasion of serving the customer by refunding for this month’s late bookings, or at the very least, waiving the change fees. I made the booking on February 14 intending travel for travel February 16, and the reservation was actually booked for March 16. Please write in if this also happened to you.

The cabin pressurization on this flight was disastrously inadequate. I personally experienced massive hemorrhaging in both legs and bleeding from my eyes. The passenger seated next to me became dizzy upon standing and had to crawl to the toilet. In the same row, an elderly man became unconscious in the aisle, and after considerable berating, goading, and futile attempts by the cabin crew to revive him, a flight attendant attempted to summon a doctor over the intercom. Only a veterinarian could be produced. The man was eventually carried off still unconscious to a baggage storage area.

The cabin staff exhibited poor training, severe communications handicaps, and in general were disdainful of passengers. Their dispassionate and abusive handling of the unconscious elderly passenger was unforgivable.

The meal quality was among the worst I have ever sampled in 48 years of air travel. The attitude of the staff was that having to serve food and beverages was a nuisance. Every passenger request was met with a withering stare known in Hawaii as "stink eye." I heard one employee say "We get you from point A to point B, don't we?"

The seats are not merely uncomfortable but torturous - obviously not designed for long hauls. By the end of the flight, many passengers had difficulty rising from their seats and walking from the plane. On landing, the cabin crew seemed confused about the procedures for preparing the aircraft for disembarkation.

5. Rates for inter-island locals that are excessive.

9. And this - the establishment of a new fare policy whereby instead of tickets being lowered if one buys earlier (formerly the wise thing to do). HA fares are now higher when buying earlier.

Indeed, as much as 50% less within three weeks of purchase! Imagine the same flight three weeks after purchase costing half the original price without refunding to the lower price! Does this signal aloha, "pono" and respect for customers? Hardly! HA may say it needs all these charges to be financially solvent. Yet in the last two years, HA expanded its operations to Australia, New Zealand, Japan, Korea, Philippines and New York City with plans for Taiwan in July 2013. Does this reflect financial problems?

And catch this, HA's CEO, Mark Dunkerley, with a 2010 annual salary and benefits package of $6.3M, was the second highest paid airline CEO in the country - under Delta's Richard Anderson's $8M! Given this CEO compensation, one wonders of the salaries of HA's senior VPs! By contrast, Southwest Airlines said to be the most solvent in the business - flies more planes, flights and passengers daily than any other domestic airline without all those charges. And its CEO's salary was half of that of HA's in 2010!

It seems HA corporate is so steeped in avarice it has wholly forfeited the image and values it purports to represent and market itself upon (i.e. the 1,700 year history of aloha and ohana imbedded in the Hawaiian culture from which Hawaii has become a #1 tourist destination in the world). What seems so sad is that HA's predominately mainland, non-Hawaiian, male executive staff has hyped via its marketing and policies, and thereby exploits the very deep-seated heart and generosity of the Hawaiian culture that provides its customer base in the first place!

Flash: As of November 2012, in the midst of high executive level salaries and expansion, one hears that HA's baggage handlers (those folks who ensure checked baggage makes it on the plane) had to take a pay cut! Really? One wonders if its management and executive level staff took an equal percentage cut! If you also don't like the road down which HA corporate is going, please make your voice known via its customer advocate office by calling HA's switchboard (808-835-3700) or contacting HA's Investor Relations Senior Director, Susan Donofrio, or its Communication/Public Affairs VP, Anne Botticelli, also via HA's switchboard (808-835-2700). And if especially courageous, you may wish to call the central switchboard at 808-835-3700 to ask for Mr. Dunkerley's executive assistant.

We need to turn this around for what HA has come to represent (outside of its line staff in my experience) reflects more and more the very elements that have exploited Hawaii for centuries which, in all candor, makes me so sad. I find myself disheartened to see its logo, hear its music when on hold, see its planes or fly HA.

As I sat and put my seat belt on, I asked another different stewardess why I had to move. There was no reply. The problem arose when one of the stewardesses ran into my left foot and almost stumbled into an adjoining seat which was my original. A few minutes later, one of the boarding pass personnel came aboard with a clipboard and he too stepped on the foot. Throughout the flight, all three of the stewardesses ran or stepped and tripped on my foot. It was clear to me, not only was I put in harm's ... it was unsafe and unprofessional for the employees of your company to diss me in this fashion. Please advise this retired (service) member of what course you will take before I bring this situation to your Board of Directors.

We were starving during that 5 hours and (boarding + de-boarding time). We, as adults, can bear this, but it was well known to the airlines that there was a child/kid traveling in the same flight of age 3 who needs to have a kid's meal. We asked for that but were pushed back saying, "There is only one meal available." So abrupt and blunt. We asked for 1 non-vegetarian meal and fed our child with that. The other vegetarian meal was salad, which a kid (at least my child) would not consume. We expected to have a kid's meal to be served. I am attaching my ticket images to prove the above details/time etc. I would recommend everyone out there to not travel with them if you have a family. I am trying to contact their customer care or consumer affairs, but seems like they have none. I emailed and faxed every possible address/number, but no response in the past 6 weeks. Last effort is here. Thanks for reading.

After being placed on hold for a very long time, the representative told me (after speaking with a manager) that the airlines would cut me a check but that it could take up to 30 days. After waiting for 30 days with no check being received, I contacted the airlines, only to be told that you would not be sending a check and that my only choice was to have it credited back to the same card that I used and that I would then have to go to my old bank for a refund. What kind of insanity is that? After writing to the Consumer Affairs Department and the CEO’s office, they still (without my permission) refunded the money back to a closed account. Now, the only way to get my money back is to go to Wells Fargo and hassle with them.

The woman that I spoke with, Rose **, stated point blank that she didn't care that I was inconvenienced and that I was a dissatisfied customer. To ask them to refund my money back via check or to a valid, open bank account was a more than reasonable request. I've contacted the Better Business Bureau, the Aviation for Consumer Protection Department, The Department of Transportation and ABC 7 on your side. I also FB'd and tweeted this. They are rude, liars, undependable and I will never, ever fly that airlines again.

I paid the extra $35 and the plane had so many empty seats. So much for having the interest of the local people at heart! It would have been no problem to let me go on an earlier flight. The ticket was already purchased. This incident has left a bad taste in my mouth and feelings of utter disgust for the lack of compassion or empathy on the part of Hawaiian Airlines. Hope it was worth the $35 extra! Flight 349, 08/29/12.

As I rushed there, you have no staff at JFK. The JetBlue staff could only help me make phone calls to your customer service to find out what to do or to see if they can put me on a later flight. HA customer service on the line said there's nothing they could do after 30 minutes of waiting on the line. I was told to call my booking agent. My booking agent contacted HA and HA told me to go to the "ticket counter" at terminal 5 at JFK, which was exactly where I was the whole time, to change my flight to one later on. The counter staff told me they work for JetBlue, they can't do that, and I’d have to do it directly via the phone with HA. So much trouble for nothing!

And at the end, when I finally reached the HA customer service, after being on hold for a long time, they told me they couldn't change my ticket, because the time was now "10:03 am and I was now considered as a ‘no-show’ for my 10:00am flight". This is very unjustified and wrong. I can't even purchase another 1-way ticket for a later flight just so I can make my other connecting flights of the trip, because I was told that all my remaining tickets are automatically "cancelled without refund" since I missed the 1st flight. This is absolutely ridiculous and I should not be held responsible for the entire trip of $2,242.06 because of their poor operation, services and inefficiencies. Hawaiian Airlines has cost me to miss my 1st flight. I am requesting a full refund of my ticket and making the point known that I was there before the regulated check-in deadline, but was denied on the phone due to the "fare rule", which in no place states such a situation when I read it before purchasing the ticket. I am beyond furious.

It seems to me that either Hawaiian Airlines is running a fraud, knowingly promising its customers that they will be paid back, and denying them later hoping that they will drop the case; or they are so poorly run that its employees at the airports do not even know how their Consumer Affairs works. From this website, I see how Hawaiian has screwed over so many other people so my suggestion to potential customers: pick another airline.

I have contacted Hawaiian Airlines customer advocate via email. A Ms. Kat ** responded with the same message, and basically told me that "they consider the matter closed" and if I want to contact their legal department, she listed a P.O. Box. So now, my children supposedly have tickets (when I check online, the website says it’s a no-go, but when I call, they say it's okay) but I don't have a ticket. So, my boys, ages 4 and 7 are supposed to fly without their mother who they put on board at LAX as "okay". I am stuck but it's against their policy for children under 5 to fly alone. I don't want to ride Hawaiian Airlines back. I want them to refund my money and pay for my new tickets back. I need to return by mid-August, before school starts. Hawaiian has ruined my vacation. Help me, please. And I don't want other people to go through what I am going through. It's ridiculous.

I have called the Hawaiian Miles program department more than three times for them to correct this problem. What they do is they prolong the issue by opening up an "investigation" by sending emails, asking for various information (reference number, amount of transaction, date of transaction, store or retailers name). All this information is on the credit card statement -the credit card that Hawaiian Airlines was promoting. It's so badly for me to get. They're asking me questions that they should already know. Granted, I sent the m a copy of the purchase receipt. Till this date, no credit has been made to my account.

Why are they promoting an "extra-miles" program that they cannot honor. Since my first call, back in the beginning of April, Hawaiian Miles department has not resolved my problem of crediting me my extra miles of 3,000 points. I have had other points adding up since then that have not been "doubled." I dread thinking about going through the process all over again.

I finally made a call to Hawaiian Airlines and spoke with a woman who said she would call someone. When I was placed on a very long hold, I walked over to the baggage service desk. The man behind the computer was Calvin or Clarence. When I asked what was going on with our luggage, he says, "Oh yea. I called. Um, it should be out soon." Wow. How about walking over to baggage claim area B and telling all of your customers what is going on? This experience was the icing on the cake for me.

It's time to take my money somewhere else. The saddest thing is there were so many first-time visitors to Hawaii on that flight. I spoke to one woman who was clearly upset by missing her ground transpo connection. I apologized and said that this surely wasn't the way she should have been welcomed to Hawaii. I am a publicist with high profile clients and work on a daily basis with national and international media. I will make sure to share my experience with anyone that asks me about traveling to Hawaii to try another airline. Note to Hawaiian Airlines: Get your act together.

The agent was nice and wished my son well, but he wouldn't move on the price. So I had to use 80,000 miles from my United account to give my son enough time to recover. Again predictably, Hawaiian has yet to respond to my complaint. It would seem that Hawaiian would rather expose their customers to influenza than budge on fees.

The Hawaiian Airlines agent helped me get the rest of my trip set up, booking my next flight from San Francisco to Chicago and then Chicago to Syracuse, NY. I hoped for smooth sailing from there, but then I got to Chicago and was again surprised with more issues. I was told to check in "in person" with American Airlines. When I did this, the agent informed me that whoever had helped me had put me on a flight that was already fully booked. They tried to get someone to sell their seat for quite some time, but it did not happen. The next flight came about 4-5 hours later. Ultimately, I arrived in my destination approximately 13 hours after I was supposed to. It started in Hawaii and the problems followed me nearly all the way home. Today, I am requesting a travel voucher for a complimentary flight and I would appreciate your immediate attention to my situation.

When we arrived at the HNL airport and checked in, we were given two boarding passes for coach; and I showed what I had printed out. The answer was "What you printed out does not have any meaning. What matters is what we have in our system, and it is not showing that she has a seat in first." I asked for a supervisor, and she came back with a complete printout of their system records showing that a manager canceled the upgrade that had been given to her previously and returned the Miles to my Hawaiian Miles Account.

This happened behind my back without my knowledge or approval. What I believe is that a manager needed the seat for his self for one of his family members (probably Hawaiian Airlines employees don't travel in coach). Another possibility is that they preferred to sell this seat for cash ($600 for one way).

What I have learned from this experience is that Hawaiian Miles are worthless. This company treats you like you own some kind of toy money, and even if your reservation is clearly showing the upgrade, they can cancel it at any time without informing you. I have never seen this with any other airline. Either you get the upgrade or not. HA never really explained why they downgraded the previous upgrade. Obviously, this is the way how they do business.

When I finally made it home to Honolulu at $700.00 later, informing the corporate office of this situation there. No help rude attitudes were worst. We are now trying to address Hawaii airlines differently this time because I have first hand had all of those different negative experiences happen to me over the years. There is defiantly no Aloha in Hawaiian Airlines. Shame on them! "A'OLE."

All of us were surprised. After traveling an international flight for 12 hours Manila to Honolulu, Hawaii, we will be stocked in the airport for another ten hours. We were told there was a technical problem on the plane. As informed by the flight attendants, we will be given $15.00 meal and $100.00 cash voucher that we must used in flying within one year.

I talked to the flight attendant and explained what other alternatives they can provide to us. They just told us to call the customer service of Hawaiian Airlines and find out what they can do for us. To make it short, we, as passengers, do not deserve to be treated like this. We are not illiterates who do not know the bill of rights of a passenger. We paid them, and we expect to get good service from them. Because without us, the passengers, they will have no business.

Just remember that if you work for a company, you carry the name of Hawaiian Airlines, and they should make sure they provide and give the best solution to any problem that may arise. We feel discriminated, and they did not even place themselves on our shoes.

We have been on the airplane for almost 28 hours, instead of 17 hours for this trip. We have to call our families to inform our employers that we cannot come back to work the following day. The fear that we might lose our job and my sister situation is just temporary; no work no pay. On my side, my husband just recovered from a bypass heart surgery, and I don't want him to be stressed. That might worsen his health. No amount of money can compensate the feelings and frustration each of us felt. And in return, the flight attendants instead of trying to comfort us, just ignored us and left the counter and left us hanging to solve the problem they created.

I just want to let the management know what happened on flight HA36, and I will make sure to relate this incident to future passengers of Hawaiian Airlines to give them a lesson that they are not the only airline doing business here in Phoenix, Arizona.

Historically the Hawaiian gate agents are the worse, sad to say but especially the Samoan ones. In Hawaii, we ran into an agent by the name of Janet at the counter. She was horribly rude and condescending to not only my family but to many other Samoan families that where there in the gate. We simply went to Janet to ask questions about an upgrade. She yelled at us and told us Buddy pass holders could not be upgraded. Her message was OK with us but her delivery was unacceptable!

Prior to speaking with Janet we noticed her yelling at other passengers & speaking to them rudely. I work in Public relations in the US, I have created training seminars for representatives to focus & improve their customer service skills. What I saw at the Hawaiian Air ticket counter in Oahu was not short of sad & horrible. The other aspect of this is that it was one of our own people that showed such a lack of respect & Kindness towards us.

I am Samoan born and raised in Pago Pago. I have lived in Texas for 8 years and own my own business in the health care sector. We pride ourselves on our customer service. Everyone is a customer to us. Regardless of their job title or amount of business they give my company their voice is equally as important as the next customers.

So, this is how we were sent off to Samoa by a rude & angry Hawaiian air employee Janet. It does not stop there. We flew home on Thursday, Jan 19. On our flight home from Samoa the agents & staff in Pago were great. We boarded our plane. Before we could even get comfortable we had the luxury of meeting our lovely flight attendants. All were great except of course the Samoan flight attendants. They were rude and abrupt. I felt so uncomfortable & uneasy on my flight. I spent most of the flight wondering how our own Samoan people could treat their own people with such little respect & dignity. I pride myself on being Samoan & the Samoan culture I was raised around. I have always felt this has a lot to do with my empathy for my customers in my business. I listen to them but mostly I show them respect, dignity and treat them like they are human beings.

I did speak with a Hawaiian air supervisor/manager in Oahu at the gate. His name was Luigi. He listened and apologized instantly. He recommended that I send my complaint to Hawaiian Air. He was a breath of fresh air.

Thanks to Janet. I will not stop letting my voice be heard until I know some actions have taken place to correct the lack of customer service at Hawaiian Air. I feel horrible for anyone tourist or returning Samoan knowing that they may have to at some point deal with Janet. I have flown all over the world on many different airlines and have never encountered anyone as angry or rude as Janet. I wonder how someone this unprofessional can be employed when there are so many kind smart professionals out their searching for opportunities.

I wanted to fly the kids, teenagers, home, but was told now that their flights wouldn't originate from the Big Island, they were now voided and not reusable. I tried to re-bank the points to reuse but was told that would take 7-10 days. How is this possible! Southwest banks them immediately! I finally found an agent who would rush the re-banking. So now, I was forced to check the computer hourly to look for "mileage" flights. I finally found some and after adding more mileage to cover the now-increased mileage flights, I tried to book tickets.

However, it took me almost two hours to get to an agent to help me, by that time, I was within 24 hours of the flight and they would no longer book mileage flights so I was forced to pay full fare first class tickets for my husband and I, full fare coach plus 50,000 miles to upgrade the kids to first class to help me with him. All told, it cost us $2,500 more to get my husband home 3 days later on the exact same flight. All I want is for Hawaiian Air to use the same miles I had originally used and refund these outrageously high one-way tickets. All I have been able to procure, after having to submit the medical reports, is a refund of the change fees ($150). Are you kidding me?

In addition, during the entire ordeal, I was on the phone for at least 6-8 hours trying to get someone to help me. With spotty cell service in the hospital, this just added a tremendous amount of stress to the situation. What's baffling is why HA doesn't have a trained "emergency" staff to handle these types of situations. In fact, not once did a single agent say "gee, I'm so sorry to hear that," or "what can we do to help you?" They were like robots reciting the "company policy." I own a multi-million dollar design and furniture business and I can tell you that this kind of behavior comes from the top down and it's shameful that a company would treat a family like this in distress? I have flown almost a million miles and have never been treated so poorly.

At this point, I am having my Visa reverse the charges for what I believe to be egregious business practices. In closing, I'm just curious. Would the president of Hawaiian Airlines want his family treated this way? I think not.

3) concussion

Obviously, after the initial shock and stress several hours later. I called to notify Hawaiian Airlines requesting a "Compassionate Considerate" due to the above, which it made necessary to postpone/cancel my flight reservations. I was informed to go online to acquire a Hawaiian Airlines Medical Information/Hospitalization Form/application, and I did so. I experience much difficult trying to accomplish this procedure dealing with various Reservation Agents. Will continue to overwhelm.

I will start with the start of my journey from HNL to SFO though I do have some complaints about my outward journey too. On arrival at HNL, I headed for the first class check in. The reason I did this was I had bought a first class ticket and was traveling in first class. It seems logical to me. So I got to the desk and the check in agent said, "Hello, this is check-in for first class only but I will make an exception this time and allow you to check in here." I said to her, "I am traveling in first class. Why would you say that?" and she replied she didn't know.

This was the start of the worst journey I have ever had and I've had some really bad ones. I suppose I must have the look of an economy passenger. I didn't realize that your check-in agents can tell who has first class tickets just by looking at them. I then proceeded to your lounge. That was pointless; there was nothing worth drinking in there. I wanted mineral water and there was none. I used the lavatory and it was as disgusting a toilet as I've seen.

So I thought I will go to the gate. I arrived and spoke to one of your employees. I said to her, "Could I keep my wheelchair on board the aircraft?" She said they would try but at the same time she asked if it could be folded. The problem was, she made a sort of sign language gesture to help me understand her. I explained to her that I didn't need any hand signals, the English language was sufficient. She looked very annoyed.

I then queued up to be preboarded. The gate clerk came over the tannoy a few times, explaining there were a lot of wheelchairs on the flight. I assume she meant wheelchair passengers as I find being called a wheelchair highly offensive. She said it over and over, wheelchairs and only once calling us, wheelchair passengers.

When it was time to board, she told me that I was to go through the first door. That was fine but she kept repeating herself over and over. I heard her and understood her the first time. I suppose not only do I look like a coach passenger but I also must look pretty dumb.

On boarding I asked again if my wheelchair could be put in the aircraft and I was told they would try to. I couldn't get to my assigned seat so I asked if I could get a change to the front row as it would be easier for me to transfer to the aircraft seat from the aisle chair.

Then it happened again, I got the hand signals again. The flight attendant gave the international signal for computer, namely, the hands typing signal. I wonder if your crew is trained to do this to wheelchair passengers? I find it very annoying as I'm quite capable of understanding English. Again I asked her why she was doing the hand signal. She looked quite angry at me for having the cheek to ask such a question. She said, "I speak three languages; how many do you speak?" I fail to see what this has to do with what I was asking. I told her that I speak one language but do not speak sign language.

Finally I get seated. Someone comes up to me and tells me my wheelchair won't fit in the cupboard. Also, that only one wheelchair can be stowed and someone had already booked the place. I didn't see where to do this and find it hard to believe. I had put that I had a wheelchair when I checked in online. At this point, I must point out that I saw the carry-on baggage of the passengers on this flight. It was unbelievable, the size of the bags that were being brought on board. I know this was the real reason my wheelchair couldn't be kept on board.

I told one of your supervisors that I wasn't happy that my tiny and light weight chair couldn't be stored. I told him I don't travel unless my chair is with me. So he told me I would have to get off. He then said you will have to pay to change to another flight. This was very upsetting as I hope you can imagine.

Finally, after a bit of back and forth, I agreed to accept that my wheelchair frame couldn't be kept on board but my wheels would be. He also told me my chair wouldn't fit on board. This was untrue as it had been kept on the aircraft when I went SFO to HNL on the exact same aircraft. He just kept repeating that it was too big even though I was telling him it fitted fine on the outward flight. I know that the huge bags that the coach passengers were allowed to keep on board were the real reason I couldn't keep my chair.

During the flight, I asked one of your crew for the aisle chair as I needed the restroom. I also told him I didn't need any assistance apart from just getting the aisle chair. It's a bit embarrassing getting on the aisle chair in front of passengers but there's not much that can be done about it. What I hoped was I would be left to get on with it without any interference from crew members.

This was something that your crew were not willing to do. One by one, they asked me if I needed help with this or that. I kept saying please leave me alone. This was not heeded. It was "do you want me to push you? Do you want the door held open? Do you want the brakes on?" Over and over, it was getting very upsetting and embarrassing. Why is it so hard to just let someone do his thing and get the message that he doesn't want any help. Then when I got out of the restroom again, it was the twenty questions. "Do you want me to hole the curtain?" I said, "No I'm fine with curtains. I can deal with them myself." Then she asked me "Did you just call me something cute? I thought you called me cuddles? "

I was saturating to get really angry now. I told her no I did not call her anything. Why would I call her anything I just wanted them to leave me alone.

Now, it didn't stop there. When disembarking, I waited to the end and I got on the aisle chair. I had asked that my wheelchair be kept on board so I could put it together myself and transfer to it. While I was putting it together I noticed that about six of your crew members were watching intently what I was doing. I mean they were all staring at me. I looked back at them and asked what the problem was. One of them said I'm watching you so you don't fall. I have no idea what he would have done if I did fall. So what was the point of watching me, I have no idea. I told him that I was not a child and didn't appreciate all these people straining for a better view of me putting my wheelchair together.

Then I got on my chair and thought that would finally be it over, but no. The woman at the aircraft door shouts there is a step as though I'm blind. This is as well as being deaf and needing hand signals. I get on and off aircraft all the time. I don't need people stating the obvious to be. Now my question here to you is how do you think you as a company have done? Is this the standard you are happy with? I have only given you some of the things that happened ;there are many more, all of them patronizing and insulting. I have been patronized a lot but not to this extent. I was treated from start to finish like I had a learning disability. I still can't believe the constant and unending nature of my mistreatment.

I hope you can give me some explanation as to why this all happened. I feel a thorough investigation is warranted in this case. I will also be consulting lawyers as I feel the level of discrimination I experienced warrants court action. I look forward to your reply as soon as possible.

I did not trust Orbitz, so we went to the airport several hours early to check in. Hawaiian, in fact, did not have a reservation for us. We had to go to United, located way on the other side of the airport. After spending an hour with United, and almost having to buy tickets, which I would have disputed anyway with my credit card company, we were able to get checked in for the 20-minute flight from Maui to Honolulu. However, Hawaiian could not check us in for the Honolulu to Newark flight. Hawaiian Airlines could check our luggage to Newark, but could not give us boarding passes. Again, we had to go to the other side of the terminal to United. United could not give us boarding passes, so we decided to try our luck with Continental in Honolulu. When we got to Honolulu, we spoke to a Continental Agent, who resolved the issue in about a minute.

When I approached the man she identified as the receiver of the bag, he said he had never seen the said bag. At this time, I called the airport police. During the part of the investigation, I witnessed the officer (Loyd **) question several people including another airport security person who also identified the baggage handler (your employee) as being the recipient of my bag from the same "blonde-haired" passenger. I also informed the manager at the Hawaii Airlines ticket window before I left the airport as to what had happened. Right now, there is an active investigation by the airport police and the Hawaii police department on the theft. I have tried to contact your department by phone several times to give them police report info among other things and was told that you don't have a contact number which is very frustrating.

I would like and have asked several times to be contacted by phone about this case. It is very disconcerting that an employee of yours has stolen my property and I can't even talk to anyone at your company about this matter.

Jason **

We have accumulated more than 130,000 miles to date, which is more than enough (110,000 miles) for two round-trip tickets from the Mainland to Europe.

On July 28, 2011, I first called HawaiianMiles to make reservations for the subject tickets. This was only 307 days before the early end of our travel date range, and significantly after the 330-day period when airlines supposedly release their seats for mileage programs.

We tried to be flexible in our dates, departure sites, and arrival sites. In spite of this, HawaiianMiles was unable to arrange travel to and from any of the sites in the U.S. and Europe that we provided. The woman I spoke to promised to get back to me in 72 hours to inform us whether any of our desired seats were released (she never called back). She also suggested that we try every day to see if the situation had changed. I wasted more than 22 minutes of my valuable time for nothing.

On July 29, 2011, I again called HawaiianMiles. The result was the same. Nothing available. I wasted another 24 minutes of my valuable time for nothing.

On August 1, 2001, I again called HawaiianMiles. We tried eight different departure dates (May 30 and June 6, inclusive), four different Mainland departure sites (Seattle, Minneapolis/St. Paul, New York, Boston), three different return dates (19, 20, and 21 days after departure to Europe), and five different Europe arrival sites (Amsterdam, Frankfurt, Copenhagen, Brussels, Paris). After trying these 480 combinations, the customer service representative could only come up with one option from Minneapolis/St. Paul to Frankfurt. He would have to request a return flight from Frankfurt.

On the afternoon of August 4, 2011, more than three days later, I received a call from HawaiianMiles informing me that there were no seats available from Frankfurt to Minneapolis/St. Paul for me and my wife. I wasted another one hour and 27 minutes of my valuable time for nothing.

After wasting a week, more than two hours on the telephone to HawaiianMiles and not having any luck with more than 480 travel possibilities, I gave up on HawaiianMiles. It was apparent to me that they would not/could not help me and I was forced to make alternative travel arrangements on another airline at an out-of-pocket cost of $2,169.

I filed a complaint with Hawaiian Airlines about their lousy customer service and my inability to use my miles on August 4, 2011. I did not receive a response until late on August 5, 2011. On August 5, 2011, Eddy **, from the Hawaiian Airlines corporate office called me to ask me what she could do to assist me. I stated that this offer was after the fact and that I was forced to make alternative travel arrangements. I expressed my great dissatisfaction with Hawaiian Airlines and HawaiianMiles. She stated that since the merger of Northwest and Delta, Hawaiian Airlines was having problems with their partner and difficulties in fulfilling requests. No kidding. She then stated that she would request the telephone conversations I had with HawaiianMiles (for what reason, I do not know), reviewed and they would get back to me. She further asked me what I wanted Hawaiian Airlines to do for me and my wife.

I gave Eddy's question some thought and came up with a proposed resolution to my complaint. I submitted this proposal on August 6, 2011. On August 11, 2011, Hoyt **, Senior VP, General Counsel & Corp. Sec., rejected my offer and rejected any compromise. His response was flippant and offensive, and was indicative of the standard Hawaiian Airlines response to customer complaints.

Eddy never did get back to me. I had to call her on August 9, 2011 to determine the status. She claimed she had still not gotten copies of the telephone calls. She claimed she would get back to me by Friday, August 12, 2011. She then abruptly hung up on me. Very rude. Very unprofessional.

When I first filed my complaint with Hawaiian Airlines (August 4), I was promised that they would get back to me within three business days (August 9). They did not. When I followed up on this promised response, they then claimed that it would be another 5-7 business days for a response. A subsequent email stated 30 days. It was apparent that they were just trying to blow me off.

Don't fly on Hawaiian Airlines. Don't join their HawaiianMiles program. Don't use their credit cards. There are other, better alternatives.

The FAA sticker on this car seat had fallen off some time ago, and I had never had a need to replace it. In the dozens of trips this car seat has made on airlines, I have never once been asked to show this sticker to anyone to prove it was airline-approved. I realize Hawaiian has a different policy, or is far more strict than other airlines, therefore, I was willing to provide the car seat manual to the flight attendant to show it's airline approval. When I started to explain to the flight attendant that while I did not have the sticker, I could show her the manual. She told me that if I did not have the sticker, they would be confiscating the car seat. She began to get very confrontational, ordered me to my seat, threatened me with an "incident report" and told me someone would be down to speak with me.

I was shocked and appalled by this, as I had not been rude, raised my voice, or said anything at all to warrant this type of reaction from the flight attendant. I went to my seat and opened the manual to the correct page, which explained how to use my car seat on an airplane. I asked another flight attendant to come over and okayed the car seat for use, but she very coldly said "I am aware of the situation" and asked me to sit down again. Again, I was shocked by the rude way I was being treated, as I had been nothing but friendly and accommodating to their requirements. Finally a fourth flight attendant came over, and after a lengthy discussion and a reading of the instruction manual, she said she would allow it's use, but not during takeoff and landing.

In addition, she would be writing up an incident report, although I never found out what that meant. Considering that takeoff and landing are the most obviously dangerous portions of the flight, I pleaded with her, again showing her the manual and reading where it indicated my car seat was airline-approved. She finally relented. Thinking this was finally over, I began installing the car seat into the seat next to me. Within a moment, the flight attendant came back and told me I was not allowed to install the car seat rear-facing.

Her reasons included that the instructions she just read indicated it needed to be forward-facing, as well as the fact that the person in the row ahead of my son would not be able to recline their seat. There are two major things wrong with these reasons: One, the instructions clearly say to install the seat as you would install it in a vehicle, rear-facing. Two, this flight was by no means full. There were at least eight seats within four rows of me that were empty, including an entire bulkhead row of five empty seats. The person in front of my son could easily have been moved to another seat, or my husband would have gladly swapped seats with this person to allow me to install my seat correctly.

However, the flight attendant refused to allow me to install my seat properly, continuing to threaten incident reports, and very rude to me and my husband. I finally relented and installed my seat incorrectly, afraid that if I protested any further, we would be thrown off the airplane. A few minutes later another flight attendant came back and asked me who would be my lap child, since I was now "taking up a seat with a car seat".

I told her no one, because I had purchased four tickets, but she interrupted and talked over me, lecturing me about proper airline travel and how I was "causing trouble" and that I was not allowed to take up more seats than I purchased. When I finally was able to tell her that I had purchased four seats, she demanded to see my tickets. At that point, I was livid with the flight attendants and Hawaiian Airlines. I have never had such a horrible travel experience, all in the name of keeping my child safe. I was well within my rights to use my car seat on this flight, and be able to install it correctly. I am familiar with the FAA advisory circular regarding Use of Child Restraint Systems on Aircraft (**). Perhaps Hawaiian Airlines should review this document with their staff, in which it states the following:

2) As stated in section 11 on page 7, an owner's manual is acceptable as proof of safety standards. 3. Section 10-f on page 7 indicates that if an approved car seat does not fit in a particular seat, the aircraft operator has a responsibility to accommodate the car seat. I find it horrifying that any flight attendant would attempt to disrupt a parent trying to keep their baby safe while in flight. If my laptop needs to be secure during takeoff and landing, my child should be, too.

The behavior of these flight attendants was appalling, both in the way they spoke to me and the way they handled the situation. I did nothing to warrant this type of treatment. I walked on the airplane with an approved car seat for my baby, and was treated as though I was trying to get away with something horribly illegal. It was so bad that at one point, I actually thought I might be either escorted off the airplane, or arrested upon arrival in Maui, or perhaps put on some sort of flight blacklist, all for trying to use a common infant car seat to keep my baby safe during flight.

I have flown dozens of times with this car seat, on many airlines, including Alaska, Delta, United and British. I have never received any questions or comments, other than compliments from flight attendants who believe it is far safer to fly with a car seat than fly with an infant on your lap. I have many choices as a consumer when I fly, especially in this economy. The complete lack of customer service and common decency that I received on this flight does not keep customers.

it appears I am not the only one making this choice.

After being blatantly ignored, I finally noticed that there was an office in the loading area adjacent to the office I just came out of (the first worker failed to tell me this) and I waited again for my turn since other people had walked in before me. A worker was sitting behind the desk helping another customer (very slowly) and the female worker who was initially inside was now standing in the outside office and again she ignored my need for attention. After several minutes, a female worker on a forklift (who also had initially ignored me at the loading area as she aggressively drove her forklift around) yelled at me and asked if I had anything to pick up, which I told her that I wanted to ship something instead.

She then proceeded to tell me to come back to the loading zone (again). I walked back down to my truck near the loading area and started to take my bike out when she yelled at me to stop because she might not be able to take it due to it not being in a box. After all of this poor customer service, I asked to speak to her manager, which she readily obliged.The supervisor, Scott ***, came outside and he immediately looked unhappy before I could even speak. I explained to him my misfortune of such poor customer service and my dismay that I was being told that I could not send the bike because it was not in a box (20 minutes for crying out loud!).

I asked him if he had a document that I could take, which listed their shipping policies and rules and he looked very perturbed and said that they didn't. I found that very hard to believe and he became more hostile the more I asked questions, which I believed to be relevant and valid. The supervisor then proceeded to threaten me that they had the right to refuse service, as if asking any valid questions pertaining to shipping were a crime. I explained to him that I understood that and that I just wanted to know what the rules were since I didn't want to have problems when I came back again and because I had been informed by the female worker that I could tape the spikes and it would be fine and so it appeared that the rules were well known.

After much hostility and resistance from the supervisor, I decided to leave. I drove around the corner to Aloha Air Cargo, had a wonderful pleasant experience, and I will never return to Hawaiian ever again, because as a Kamaaiina, I can tell you there is nothing "Hawaiian" about Hawaiian Air Cargo as far as Hawaiian values and service. Aloha Oe' Hawaiian and your pilika supervisor!

I contacted HA's "consumer advocate", Deborah B., who told me it was all weather-related and there would be no compensation. I wrote to James **, VP of Customer Service. Mr. James ** referred my letter back to Deborah B., who curtly told me that Hawaiian Airlines would not receive any further correspondence regarding this matter. I fly to Hawaii several times a year and am a HA gold member. I extensively use my Hawaiian Airlines Visa card. If this is how they treat a good customer, heaven help those who only want the trip of a life time

I am 58 years old, almost 59. I don't feel I need someone to tell me to deal with anything when I am a guest on their airlines. So later on, I saw a gentleman with no name tag steward. Thinking that because he did not have a name tag, maybe he was the Head Steward. I tried to tell him about the behavior of Jeff and this guy went off "You want a safe plane, you don't want a broken plane do you?". And then he also turned his back on me. There was only one person under the employment of Hawaiian Airlines and she was the pretty black girl who tried to comfort me. I wish I had her name because she is one of the HA employees.

Debie ** of the Resolution Department, Consumer Affairs, sent me an email stating that they were sorry for my loss but that I needed to send a notice from the mortuary (on their letterhead), or a Death Certificate. I, in turn, sent a copy via email of the announcement in the Star Advertizer. I have emailed this woman, Debie **, twice for some answer to my request and I have not heard anything. I cannot believe the enormity of this on the part of Hawaiian Airlines. What is going on? Do you have any idea the stress of having lost a loved one and then have to deal with someone at Consumer Affairs who evidently doesn't have the decency to contact me to return my money? I hope this is not the norm for your company.

I read some of the complaints and wonder how a company can think they are so important that the people who pay for their services are treated as trash. I wouldn't treat my dog this way. It is not a laughing matter. It sickens me and gives me grief when I already have enough grief. Should I just go down to the Consumer Affairs office? Is this what is required? And you ask me if I want an attorney to contact me? It's less than $200. I don't believe in all my 73 years I have ever asked for a refund!

When talking the Korea Air supervisor she claim that they could not make any changes for seat assignments only that Hawaiian Air could make the change and then when I talked with the Hawaiian Air supervisor he claimed that they could only request seat assignment. I literally got nowhere with seat assigned and each time I asked for a supervisor, the agent wanted to know my flight confirmation at which time I was put on hold for 40 minutes while agent claim that the supervisor could not be reached. This was with Korea Air. What they were actually doing was trying to resolve my issue without getting the supervisor involved.

The reservation clerk did not even mention to us that a round trip ticket was about the same price as a one way. I paid $976.50 per ticket, for my wife and me. I was so distraught that I did not even think about our return trip to Pago Pago. When my son was buried, I checked the computer Hawaiian Airlines and found out I could have got a round trip ticket for $815.00 to $950.00 round trip. When I contacted Hawaiian Airlines, the consumer affairs person said all Hawaiian Airlines could do was give us $100.00 off a return ticket. I have over 250,000 miles on the airline over the past 20 years. I feel Hawaiian Airlines should give us a return ticket or give us one at a much lower rate.

Lesson to all passengers... Don't pay ahead of time to check your bags.

I have pursued their internet site and ticket and there in no such wording or information saying this. Consequently, I am $537.00 poorer with nothing to show for it. I think this is fraudulent and should be addressed. I am certain they do not post this info, so they can have a better bottom line. I would like them to suffer penalties for this practice and for their policy to be reformed!

When I presented my flight documentation at the check-in desk, the staff said they were unable to "get control" of my ticket and that we could not fly! They then simply told me to leave the desk and to find a pay phone and contact my ticket issuer (in Europe!). The Hawaiian Air staff said they could not help me in any way. I did try to do this but in a strange airport, noise, etc., it was difficult and although I got through, the time difference resulted in my being unable to get an answer. I returned to the desk and tried to get an explanation, as I had e-tickets and had booked online, yet they could not find my ticket. I did not get an answer and was told the only way I could continue my journey was to purchase new tickets.

The casual indifference shown by the Hawaiian Air staff was very upsetting to both my wife and myself. When we asked for help, we got none and in the end were simply told to buy more tickets. I reluctantly did so at a cost of approx $1980 (for two single journeys) as the plane was about to depart. To make things worse, they sat us in the seats we had already booked and paid for! Further phone calls to the flight reservation department were met with same answer, "could not get control of your ticket". Inquiries in Hawaii showed that the ticket had been issued through an airline ticketing agency (HAGN Air).

I feel I was badly treated by Hawaiian Airlines, as this problem should have been identified much earlier. Hawaiian Airlines flight reservations also cancelled our return flights and I had to purchase new (single) tickets to return to San Francisco at further considerable cost. I was unable to find out why this had happened whilst on holiday. On my return, I found out that the travel agent had not paid Hahn Air for the tickets, so were not 'issued' to Hawaiian Air.

I accept that the initial problem did not have anything to do with Hawaiian Air; however, my complaint with them is that they could have advised me when I queried the ticket booking on the 3rd of Feb that the booking was flawed. I also pointed out that they sat us in the same seats we had booked with them at a cost considerably less than the price they charged us for new tickets. I considered that when they reviewed the facts, they would rebate the difference in costs we were forced to pay for new tickets, as they had been happy to fly us for the initial price which I paid.

We were the innocent party to a fraudulent act by a Travel Agent, which we are in the process of trying to redress and get some recompense. However, the company has gone into 'administration' so this will be difficult. I simply feel that Hawaiian Air should not have made a profit from our misfortune. I have had extensive correspondence with the Hawaiian Air Resolution Coordinator but she was adamant that they had no obligation to repay any monies and would not accept that they had done anything wrong. Basically, they had my money so it was a case of 'hard luck chum'

We paid 773.40 ($1205) for the booked flight tickets with the travel agent. We then had to pay a further $2688.20, for the new tickets. The difference is $1482.40, which is the sum Hawaiian Airlines will have gained from my problem. There were further costs but I would be very happy to simply get Hawaiian Air to accept the injustice of compounding my problem by making an unfair profit from my situation.