Hawaiian Airlines Reviews

We are at a loss on even providing a simple green salad for people who are stuck in the plane for 10+ hrs. NOT AN OPTION. VERY UNFAIR. When I reminded them of the nonstop flight from JFK-HNL takes more than 10 hrs their answer was, "Bring your own food." It was not an option for us because we live two hours away from the airport and the departure time was early in the morning. All the STAFF I spoke ON THE PHONE or interacted on e-mail were outright nasty and very unprofessional. We will definitely fly to HNL, not flying Hawaiian Airlines for sure. So, stay away from flying this airline if you are vegetarians.

My second call ended up with a supervisor. After over a half hour on hold while he checked for a lounge at LAS, he came back and offered a call back because he couldn't find out, needed to research further. He called back shortly and advised that HA doesn't have its own lounge at LAS, the lounge HA passengers access at LAS is run by the Airport Authority. He told me to call McCarran Airport Information at 702-261-5211 for more information. I don't understand why someone at HA wouldn't make that call and tell me, very poor service, especially for a premium cabin passenger.

I called MAI, which advised that the lounge in terminal 3 which HA flies out of is "The Club At LAS", phone 702-261-1951. Unfortunately, The Club At LAS doesn't include HA. It serves many other airlines, including (but not limited to) British, Virgin, Aeromexico, Alaska, Korean Air, etc. but NOT HA. So other airlines provide premium cabin passengers a lounge but HA does not. Note - Any passenger can also buy a "day pass" for $40.00.

I called HA once again and talked to another supervisor. She quickly told me that HA does NOT have a lounge at LAS, period. I asked her to refer this to a management person for review and consideration, which might include HA paying for my entry to The Club as LAS. She refused (I asked three times) and continued to refer me to HA Consumer Affairs, which can only be reached by e-mail, no live support or assistance.

This leaves two major issues: HA doesn't have a lounge at LAS for "premium cabin" (first class/business class) passengers, and HA's personnel mostly have no clue about the lounge situation or availability. People are nice and "sorry" for the situation and inconvenience but that doesn't fix the problems. The last supervisor I talked to flat refused to escalate the problem further excepting that I could take more time and energy to contact CA and start all over again.

I e-mailed CA and asked for: A sincere apology from a MANAGEMENT PERSON for all of the above. Compensation from HA of $40.00 USD so I can purchase a lounge day pass at LAS. That's a credit back on my flight purchase credit card, not a flight credit for future use. What did I suggest further: HA needs to provide lounge access to LAS premium cabin customers. This is a basic "no-brainer". These passengers are the cash machine that profit most every airline. This is a basic benefit of a premium cabin purchase.

HA needs to retrain its telephone personnel with actual information about lounge access, at LAS and anywhere else HA flies, without having to put callers on hold or do research. HA needs to make this basic information readily available on its website. After clicking through multiple guesses, I found a click link for "Hawaiian Airlines Premier Club". When I clicked on it, a screen came up saying "This Site is Not Secure". (www.beta.hawaiianairlines.com/our-services/at-the-airport/hawaiian-airlines-lounges) and warning to close the site immediately.

November 28, 2018, five days after e-mailing HA CA, I called in again as I didn’t have a response. The representative advised that CA responses were out about a month, now serving requests from about October 28 to 29. After trying for over 15 minutes to connect me with a supervisor, she offered a call back within 24 hours. I declined as I can’t sit waiting for a call when doing other things, like my life going on. After more unsuccessful tries to connect me to a supervisor, she came back and offered a call back within 10 minutes, which I accepted. And a supervisor did call back in that time frame.

He advised he had read my CA e-mail, understood the situation, and could offer a TRAVEL CREDIT of $40. I advised him that as stated in the e-mail, travel credit was unacceptable. Even if I were contemplating another trip on HA, I wouldn’t want to be limited to spending my money there for another trip, all within the next year or it expires. Since I am spending cash for the lounge HA should be providing, I want a cash (credit card refund) credit in return. He said he couldn’t do that but would try to contact CA to accelerate their response from their current one month +/- time frame.

ANY AIRLINE CAN HAVE PROBLEMS. How they respond and fix situations tells the story. HA is deficient in customer service. Their representatives are unknowledgeable and waste time accordingly. Their amenities are not at an appropriate level for their premium cabin passengers. Their Consumer Affairs function is so backlogged as to be useless. I recommend anyone considering flying HA explore other alternatives first. Use HA as a “last resort” if you can’t find something else.

I tried hard to maintain my cool and not get upset. I was worried they might hold me and I will miss my flight and also I had to work the next day. My recommendation for Hawaiian Airlines is to please educate your travel agents in Narita Airport about countries in Western Pacific and their association with US regarding their political status. No one from these countries should experience what I went through and I have contacted their consulate in Honolulu.

They separated us, while my daughter was screaming, and told my husband he had to go to the end of the line or they were going to call security. We will never fly with them again. Another HA employee said “well that’s too bad” when I told her I needed help with my daughter and I was really overwhelmed. She finished by saying “you should have went with him to drop the car off and then get in line together.” Worst customer service I have EVER experienced.

Upon arriving in Phoenix we reweighed the bag on the Phoenix Airport scale and it weighed 44 pounds. On another scale in the airport it weighed the same. While in the boarding line a couple other people said they had a similar experience. When arriving home we weighed all the bag again. They all matched the weight given by the courtesy scales in the Honolulu and Phoenix airports. Yet the actual baggage scale weighed all bags much higher. Hawaiian Airlines where you can’t find one employee to check the scale. So we pay the extra money on top of their standard outrageous baggage fees. We could not find anyone that even showed the slightness of concern on what is wrong with your scale, that had been replaced with just pay the fee. So we did and will never fly with them again. Southwest Airlines hurry up with your plans to fly to HI.

I call again and they indeed have no record of a transaction going through. I have disputed the charge now with my bank. I have also sent 6 emails about getting my refund with no answer besides the one saying they were forwarding it to accounting 10 days ago. I sent another email last night demanding a refund and telling them after this I will no longer fly with them. Still no answer. It's more a lack of customer service than it is the refund at this point. Over 2 weeks later I still have no refund and am waiting for my bank to do its job with the dispute. Hawaiian Airlines after 20 years of flying with you... I am done.

We go to Hawaii every year and tried another airline 1 time and that reminded us why we always flew HA. But here we are freeing up 2 main cabin seats giving them the potential to make $872 more dollars on top of the $40 we were willing to pay on seats that are more than likely not going to sell by the time we travel. I guess next year we will be trying another airline once again, more than likely Southwest Airlines seeing as they will be flying to Hawaii by this time next year. With the upcoming competition HA will be forced to lower their prices, but better customer service is how you confront that by keeping the customers they have now. Big mistake, I am just one of hundreds of thousands that will be looking elsewhere for Hawaii travel.

My husband is wheelchair dependent but is able to stand and pivot. She said, "Look your husband humbug, he able to walk up ramp?" I was desperate at this point and said yes, he cannot knowing how steep the ramp is. Proceeds to say, "If you go on flight can you just take a carry on?" I said, "Yes please! Anything to catch the flight, I will buy all new clothes in Japan." There were 2 others there, one a Hawaiian air employee and the other a porter who was so helpful and said, "We will help you pack your carry on," they proceeded to take all what I had in my large suitcase and manage to fit it all in to my carry on suitcase and 2 bags.

Also said, "Look at the security line so long. You not going to make it!" I got my tickets after all that and the porter went in the front of the line to get us checked through TSA. We made it and there were passengers not boarded the plane yet, and we were not the last as well, others were behind us. I gave my suitcase to the porter, I was so thankful to the supervisor and the employee at the desk for allowing us to catch the flight. Boarded the flight in adequate time to sit and settle comfortably.

In flight I was making sure I had my necessary belongings and medications etc... the stewardess asked what I was doing, I told her what happened. She suggested I write to this e-mail and gave me the card with information of Consumer Affairs Office. She encouraged me to write this up because of the explanations said to my husband and myself. Who says to the customer, "Look your husband in wheelchair humbug, Oh well. Not my fault you late, security line too long, you not going to make it, humbug, you can only take carry on" when in fact the airline was still loading. I hope no one has to hear what I heard about your love one(s). Thank You.

Once we were close to Honolulu the attendants came on the speakers and advised everyone which gate to go to depending on their destination. For those of us going to San Diego she advised us to go to the service desk, which means we aren't going anywhere. Once at the service desk there were only a few people in front of us. It took the employees forever to help them. One employee wound up leaving with some customers to a different desk due to printer issues. A while later the other employee left with customers as well for the same reason. BOTH employees said they'd be back. They never came. While waiting with my wife and 8 month old, my mother in law went to stand in line at another service desk. Eventually I went over there as well.

We finally were able to make it up to an employee so I called my wife to come to us. The employee said, "We have no flights for you so we have to book you on the same flight tomorrow." FINE. They gave us vouchers for two hotel rooms at Ala Moana, 3 dinner vouchers at $20.00 each, there were 3 adults, and these vouchers can only be used at the restaurants listed on the vouchers. 3 breakfast vouchers for $10.00 each good only at one place at the hotel, and vouchers for taxi to and from hotel. They also gave us new boarding passes for the next day. However, they did not give us a boarding pass for my 8 month old infant. Instead they wrote the words W/ INF on my ticket. They said we did not need a separate boarding pass for her. On top of this, we seemed to be missing our baggage. They didn't know where it was but gave us tickets for our baggage stating it may have went to San Diego.

We get to the hotel that has a ridiculous line. I find a Mgr who helped us get in quick. PROBLEM - We have no luggage and minimal items for our 8 month old, and no items for us. We HAD to go to the Target in the attached plaza to buy formula as well as multiple items for our infant, as well as items for ourselves. DINNER - The vouchers were $20.00 per person only at the places listed on the vouchers. Keep in mind they are all MAJOR restaurants, not cheap. We decided on Macaroni Grill. We did not get out of there for $20.00 per person. We had to pay the remainder out of pocket. BREAKFAST - 3 $10.00 breakfast vouchers only good at one place at the hotel. Unfortunately that place only serves a buffet priced at $18.00 per person. You do the math - $30.00 in vouchers, but a total bill of over $54.00. We had to pay the rest.

We get back to airport next day, Honolulu Airport, horrible. We get to TSA and the jerk TSA guy verified us and our boarding passes then asked for my infant's pass. I said they didn't give us one. He immediately gave our passes back and said, "You need one." I explained the situation from the day earlier to him and what they said about the boarding pass for my daughter and that they wrote W/ INF on my pass. He said that won't work. After becoming highly irritated and a little loud, an older TSA guy comes over and says what's the problem. The jerk TSA guy tells him we don't have a boarding pass for my child.

The older guy said that we need one for her. I explained the situation to him and advised him they wrote W/ INF on my pass. The older TSA guy then says "oh, let me see them", he looks at my pass then looks at the jerk TSA and says, "That's fine, they are good to go." The jerk TSA then says "I know. That's what I've been telling them, it's fine. It's written on the pass." I then said to both of them "Excuse me? You told me we needed a separate pass for her and refused to let us through and I advised you 3 times it's written on my pass." Anyways, we got through.

BOARDING - Prior to our plane arriving for us, some flight attendants came to the gate to wait for the plane. One of the female attendants very loudly and rudely said to another attendant "Is there a more sanitary place we can wait?" RUDE. Once our plane arrived and it was time to board, we were in front with some other people who had an infant. Once boarding began, we were first in line. The ** Hawaiian Airlines employee at the gate said we need a boarding pass for my 8 month old. Immediately pissed off I was. I explained to him what happened and he said sorry, that's not how it works. It can't be written on the pass. I told him I specifically asked that the prior day and they said it was fine. He said "Nope, that's not how it works." Exactly like that. Eventually he said to write my daughter's info down on a piece of paper which I did and he said "I will make sure she gets into the system and you can board, but that's not how it works."

WOW - WTH? Is their customer service really this bad? Eventually we got to Honolulu and our baggage was there and we left. We also had to pay an extra day for our car to be parked there due to the delay. Only way for reimbursement is to fax it in which I did the following week. Receipts, passes, everything. Total cost to us due to the delay was just under $400.00. Still waiting to hear from them. I called Hawaiian and a lady helped me out, after a long hold she said she found my case and gave me the case # and advised me to call back whenever I want to find out the status of my case. I said, "Well I'm calling now and want to know the status." She said they are reviewing it and again to call back whenever.

It's now a month later and I have not heard a thing. How is Hawaiian Airlines still in business? Their employees clearly aren't trained well if at all. No one knows what they are doing. A lot of their employees are very rude. DO NOT EVER fly with them. You will most likely regret it. The night at the hotel I Googled reviews about Hawaiian Airlines, and they were mostly bad and were all the same problems we had. Ridiculous.

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.