Hawaiian Airlines Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

3) concussion

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Jason **

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I almost lost my job, I had to call from work, due to Hawaiian Airlines "Customer Service" hours. That was the first problem not being open on Saturday when I tried to make the ticket. Stress, and money charged to my card.

They kept transferring me to people who did not speak English well and I didn't understand them, so how do I know if they understood me? The bottom line, is Hawaiian Airlines would not take my miles for my trip, and said I should have known I was using an "outside" site, and should have called. Hawaiian Airlines was not open on Saturday to call and there was nothing on the Hawaiian Airlines site stating that I was leaving their site and going to "another" site for a car/hotel package. I want my credit card refunded and my purchase taken out of my miles like it is supposed to be.

I told the flight attendant that I saw her expression when my response to the lunch invitation was no, that I am trying to diet. People who have a problem with their weight or are obese need not go through such cruelty and made fun of. Even so, no one should have to suffer such cruelty. We are human and have feelings. Have you ever thought that there might be a health problem like I do, which cause me to be obese! Years ago I got into an automobile accident and lost my child in that accident. I have health problems and never been the same since. Even so, no one should make fun of a person with a weight problem or someone who might seem different or/and especially who has a handicap. I said, "You are getting enjoyment of a person's misery to make your misery feel better." There are people who get enjoyment by intimidating others to fuel their ego or just find it amusing to intimidate with such cruelty. I said, "Please don't be one of those people."

The stewardess apologized and I accepted, but when I got up to use the restroom, I was told to sit down and buckle my seat belt due to a turbulence rudely by another flight attendant. I was not notified by the attendant that I could get up to use the restroom and therefore I wet my pants. What made things worse, I happened to look towards the curtains on the right side of the airplane which was not drawn completely. Behind the curtain I saw another stewardess laughing and making a sign of a fat person with her arms and was getting so much enjoyment from what happened. I then saw the stewardess who apologized to me passing the undrawn end of the curtains making an angry, intimidating, disgusting look at me and quickly turned away since she saw that I caught her expression. I then knew she was not sorry, but was aggravated by my complaint!

When we landed she apologized, but due to what I experienced on the trip, I decided to withdraw accepting her apology and requested to speak to a supervisor. My heart was pounding and there was so much pain and pressure in my chest!

When we finally arrived in Honolulu at 4:00 am their time, we had about 4 hours’ sleep. We caught a small plane to the big island. The female flight attendant was either drunk or stoned. We tried to reschedule our return flight due to losing one day at the airline’s expense. They charged us $750 for 5 tickets to be rescheduled. Since we didn't have the money, we used vouchers they had given us. We had to use $1,500 in their vouchers that actually cost $750 just to be able to extend our stay due to the airline's delay. Then they told us that we couldn't get a flight out that day so we could go the following day. This cost us another day's vehicle rental and another day's rent at the condo. My husband took a day from his vacation to go to the Kona airport in person to arrange these matters. This also cost three of us lost wages for one day. But at least, we had return tickets with assigned seats.

On the day of departure, we had to get the vehicle returned by 7:30 am but the flight out of Kona was at 11:00 am. Instead of carrying around our baggage, we checked it at 7:30 am. No one told us that this would be a problem. When it came time to board, we were told that we really didn't have seats on the flight out of Kona. We sat and waited with baby crying while everyone else boarded the plane. My daughter was afraid that we would be once again stuck at the airport for hours like we were in Oakland. With baby in arms, she walked up to the airline employee at the gate and asked her if we were getting bumped. At that, the employee called security. I was fighting back tears due to frustration. Finally, they had to ask people to give up seats for us because they overbooked the flight. Once again, not our fault.

We boarded another plane in Honolulu and arrived in Oakland, CA at 9:15 pm. We got all the luggage except baby's car seat. Airline employee says we checked our luggage illegally in Kona and if it gets lost, it's our fault and that we were advised of this when we checked our baggage. Wait a minute. We were not advised of anything. They took our luggage and that was it. No talking at all. We produce the claim ticket for the carseat. Female employee says when they find it, they will ship to us COD. By the time we got out of the airport, it was 11:00 pm. We'd been up since 5:00 am. Baby was tired and hungry. My daughter and granddaughters were crying. My husband told the employee that we would not pay COD charges and that they could ship it to us at their cost when they found it. He also told the employee that we would never fly Hawaiian Airlines again and we would advise everyone we talked to not to use their airline. They had ruined our trip from beginning to end.

One year ago, my family and one guest traveled the airline from LAX into Honolulu, with a transfer into Lihue. (June 16, 2007). After arriving in Honolulu, we immediately checked in fir our flight for Lihue, and if memory serves, we were one of the first, if not the first, to check in for that flight, which would leave about 45 minutes from our check-in. The female agent who checked us in kindly offered upgrades into first class as the flight was "not very full." We thanked her, and accepted our upgraded seat assignments, got in line and sat down to await our flight, excitedly awaiting the beginning of our summer vacation.

The time came to board the aircraft, and as we approached the ticket agent, we were asked to step aside, and given no reason for this embarrassing predicament, which after 9-11 seems highly suspicious to passers-by. Though we kept asking curiously to speak to someone, no one was available, and the now long line of people who were obviously boarding the flight kept filing through, boarding the aircraft. We had to wait until the plane was entirely boarded, before anyone would speak to us and then explained the following:

We should not have been offered the upgraded seats, as the plane had been overbooked, and the passengers who originally booked those first class seats had since arrived, and were of course given their seats back. We understood, and expected our original seats to be assigned back to us so we could board. We were told that they had been re-assigned to others who checked in after us, and could not be given back, (even though the first class tickets that were erroneously reassigned were given back to those customers). Apparently, we were told, this is a regular occurrence; that Hawaiian over-books to be sure all flights are full, not expecting everyone to show up; but this time everyone did and so we were offered $500 flight vouchers to make up for the "inconvenience", and food vouchers to use "ANYWHERE in the airport" while we waited the 2.5 hour lay-over.

Naturally, we were concerned about our luggage which had already boarded the aircraft, thus we were told next to check in with some baggage office who would instruct us what to do when we finally arrived in the Lihue airport. (A fact that seriously stressed us out, betting the luggage would be 'lost'). Given no choice, we accepted. What else were we to do? No managers were present at any time to discuss this with, even though we repeatedly asked to speak with one.

When we went to eat, there was understandably quite a long wait at the bar/diner, and we had to rush our order once we were finally seated to ensure making our newly assigned flight. Attempting to pay for our food, we were told they didn't accept food vouchers there, and again there was no manager to speak to. We decided to use the vouchers in a gift shop to buy some snacks, but alas,after having our chldren pick out their favorits snack items for the week, they were (incredibly) not accepted there, either, as the checker looked at us with a dumbfounded stare, and of course it was now time to board. This was getting further embarrassing by the hour.

One week later, during our pilgrimage home awaiting the return flight, again in the Honolulu airport awaiting our flight to LAX, we again had a layover , and decided to try to use our food vouchers once more, knowing we would loose them eventually if not redeeming now. After arriving at our specific terminal, which seemed to be a 20 minute walk from the check in point, we attempted to use the vouchers at a food cart, which was almost closing for the evening. We were told they didn't accept them!, but if we could walk the 20 minute trip back to check in we would find a manager in which to discuss this with, who "may" validate them after hearing our story. We decided to attempt once more to use the vouchers, only to be treated quite roudely as were told with great defiance, "these expired one week ago, don't you read?"

Knowing that we had the 20 minute walk back to the terminal, we again headed back, now completely exhausted with this airline and determining that after we used the flight vouchers next year, we would never use this airline again. Did I fail to mention that upon arriving back at our terminal the food cart was now closed, so even if we wantd to pay in cash, we had no food options?

Today, I was told that the airline vouchers expired 2 weeks ago, a fact to which I am embarrassed to admit after everything else, I didn't realize. We travel almost yearly to Hawaii, so if we were told to use within one year, I would not have registered it, (specially after all else had transpired)assuming I would of course use it in that time frame. Not only had it expired, they were good for $100.00 each, not the $500.00 vouchers we were told we would each be given. As there were 5 of us traveling that day, she may have meant to say she would be issuing us a TOTAL of $500 in vouchers, but she clearly represented the vouchers as being given at $500 a piece, and not $100 each.

I am so frustrated by last year, and now this present predicament. Having been treated so rudely last year, and not having had the opportunity to use ANY vouchers from that experience makes me incredibly more-so frustrated, and I am appealing to you for some justice.

Please re-read my story and contact me with any comments you may have. I am curious what your response will be. PS I still have the baggage claim letter/holding pass given to me after the original bump off from the Honolulu flight into Lihue--which documents the bump-off which predicated the need for the special baggage claim letter. Alsotill have the ridiculous vouchers.

Another closing thought I want to add is this: in light of all that happened, how does the airline justify that we paid the same price for our tickets as did others who were not inconvenienced, and whom also checked in for their flights after us? We paid cash for our lunch that first day awaiting the 3rd flight option, ($60), and loss of vacation time estimated to be about 3-4 hours. On the return flight, our children were not given dinner, due to the comical sequence of events around the food vouchers, and settled for peanuts and juice during the flight into LAX.

Well, they boarded us on something, but it was a larger Jet, in a different gate, than the jet from Maui. We boarded and flew out between 11 and 11:15PM. Needless to say, we lost one whole day and night in Honolulu. We were up for 25 hours without sleep. Today, vouchers in the amount of $400.00 each showed up in the mail. I'm not happy with that small concession. Is there anything else I can do? Hawaiian should have brought another Jet in right away instead of lying to us and keeping us there for 12-1/2 hours before departure!!

Lost one whole day and night in the Resort that was already paid for. We were up for 25 hours without any sleep.

So I wrote to Peggie at Hawaiian's Consumer Affairs Office, and she double talked about how those seats go so fast. Well, if they really did, why weren't some seats occupied on those flights? Anyone savvy enough to know to go online 331 days before their planned trip would definitely get seats at the same time, especially if the seat selector page comes up automatically in Hawaiian Air! So....do you think travel agents that are tied into the airlines machines grabbed up those seats for THEIR customers? I am so furious with Hawaiian that I am transferring all my miles for 2 times the amount of Hilton Honors Points!

I went to Alaska Air and booked my flight for 17,500 miles with absolutely no problems. They even give you 3 days to change your mind with NO penalties at all! I also booked my flight from Kona to Honolulu on Aloha Airlines for $49!

What was not stated is that we always purchase insurance on line. Since we were not able to make our reservation online, and we needed assistance by phone, it voided the insurance. That was not explained to us. I do have a copy of the online reservation that I tried to make with proof of insurance, and all they stated is that that is voided because you made the reservation by phone.. My husband spent 2 hours talking to customer service. We are "preferred customers"; what a joke. Hawaii Air would not give us a phone number to call, but faxed it to consumer affairs and were told they will get back to us. It has been 3 days and yet have not received a call. We own a condo in Kona and fly there frequently. We will no longer fly Hawaii Air, and I would not recommend them to anyone.

Therefore, I contacted Hawaiian Airlines on 1/03/08 to learn how this was to proceed. In that conversation I was told I would be charged a fee against my origianl $1,200 tickets that they had since last year. That fee could be between $125.00 - $175.00 per person. As stupid as this may be, I understand it and I was willing to pay it to utilize my $1,200.00. On 1/9/08 I called to order the tickets. At this time, I was was rudely informed that the fee was $175.00 per person per way bringing us to add $750.00 in change fee orders due to a death in my family. During this call and the call with theri Supervisor Peter (Badge PB) no one even told me that I could have this fee waived because of the death. I had to get so irrate that I pulled the Consumer Advocate number from him and place a call and complaint. The CAO-Manager is just as useless as they send you a goofy condolence message and then requested us to send the Death Certificate in order for them to review if they will waive the cost. Here is the point I am talking about waiving only $350.00 with this multi-million dollar company. I am willing to pay a change fee but $700.00 is a crime! They already have my money made a profit and cost them nothing because that flight was filled last year. But they have a chance to utilize their position and drag out more money from the common man it is disgraceful! My family has relocated and I need to have reprinted a death certificate and all has to be done and processed in three days. They know I can't and I just won't. I'd rather lose this money then pay this airline another dime. Going to Hawaii choose any other airline then Hawaiian.

Fyi, the current instruction from station managers is to approximate a total bag count multiplied by 35 pounds. Transpac can curtains are not secured as the manufacturers standards and sometime tied off with strings.

Hawaiian Airlines employees are not screened by TSA before entering the sterile/black top area when entering the Hawaiian Airlines cargo area, admin area behind customer service, inflight lounges, and Elliot street parking lots. This may cause a serious security problem for passengers and other airport employees.

I was not looking for a refund. What I was hoping for is that I could get credit with Hawaiian Airlines as a gift certificate for this flight that I did not get. There was a documentation that I did call on the same day the order was made. The agent that I spoke with, did not complete any other information as to why I called, but it's on my copy of the print out. What I would like to have done is to have a higher supervisor or even someone higher that can take care of my concern. I believe, as a consumer, that I should receive what is fair and that I get what I paid for. In this case, I did not get a return flight on the date stipulated, Sept 4th, 2007.

As I went to their website today to check on my departure details etc, I noticed that if I booked the same itinerary and class of service the fare was about $120 LESS expensive.

It goes without saying that I was more than a bit irritated - given that I had made and paid for my reservations several months ago and here it is a week before the start of the travel to find the same flight to be about 25% less.

I contacted the company to discuss the situation and rememdy. I was told that it is not their policy to make refunds for lower fares and that the only option would be to reticket it, but there would be a $100/ticket fee to do so and the remainder would be a credit for future travel.

I can see this being the case if after making a commitment to them I needed to change my plans of date, time or class of travel - but in this case it was the exact same flight, date, time, seat.

I know the airline provided a type of remedy (to reticket the flight and leave me with a relatively worthless credit on their airline for future travel) but with that kind of remedy I will not want to travel with a company that penalizes customers so heavily for making reservations and committing to them early.

I have until the 21st to book the flight and that is subject to availability. When I asked to speak with a supervisor, I waited 15 mins on the phone. The supervisor never came but told the ticket rep that I'd have to pay the $500 or lose my ticket. i have paid a thousand dollars and received no services from Hawaiian airlines.

I feel blackmailed by Hawaiian Airlines. Either pay an additional $500 or be out the $968 I already paid for my tickets. I will never do business with them again.