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1.4 54 Reviews

Hawaiian Airlines Complaints Summary

5 Resolved
49 Unresolved
Our verdict: If considering services from Hawaiian Airlines with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Hawaiian Airlines reviews & complaints 54

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2:03 pm EST
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Hawaiian Airlines severe allergy to peanuts

My son has a severe peanut allergy - I called Hawaiian airlines and they said they cannot honor my request to not serve peanut snacks on this flight - The smell of hundreds of packs of peanuts being opened can cause my son to have a serve allergic reaction - other airlines always honor our request - we are flying Alaskan Airlines to Maui and they will not serve peanuts and make an announcement to the row in front and behind where my son is sitting to please not eat peanuts - I understand your airline cannot keep people from bringing peanuts onto the plane - and I understand peanut product may be in your meals - I am just asking that packets of peanuts not be served - Please advise - we are flying from Maui to San Jose Ca 1/5/18
flight 46 - ticket # [protected]

Thanks

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TheChicaReport
, US
Apr 11, 2018 5:52 pm EDT

My son also has severe allergies to peanuts and other tree nuts, eggs . We travel via flights yearly. I have found that most airlines openly discriminate against such requests. I wipe the seats, trays, screens, etc. all around us. I have him wear a medical grade mask if I notice passengers consuming potentially dangerous allergens nearby. I carry 2 sets of epi-pens. So far (12 years) he's been without incident. Good luck!

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Shaun R.
, US
Dec 07, 2017 6:43 pm EST

I'm really sorry about the issues you're having. It must be difficult to have to deal with such allergies. With that said, I wouldn't suggest anything wrong with an airlines not complying with such a request.

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2:14 pm EDT

Hawaiian Airlines customer service

Web site not working. Called customer service. They confirmed. After 1 1/2 hours I gave up. Agent said that she would help, kept asking her supervisor questions and putting me on hold. Had credits I wanted to redeem. Instead of just saying try again later, they kept me on the phone and put me on hold 6 times! Agent was not knowledgeable. Not acceptable!
Nothing was resolved. I was very frustrated.

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3:27 pm EST

Hawaiian Airlines Very poor service at boarding gate.

Talofa. My name is Araisa M. My mom and myself were due to fly out of Honolulu on the 20th. of Nov. 2015. from Gate 22...to Pago Pago Am. Samoa. We were in line to board. We got to the front she asked for our traveling documents. My mother is an elderly woman in a wheel chair and needs assistance at all times. She looked at our documents and told her co worker to go ahead and push her in she's good and told me to step on the side and wait. I waited. After everyone was rushed into the aircraft...I was not able to get a seat...So I asked to please bring my mother back out she cannot fly alone due to med. reasons. She has to be assist at all times. They brought her back out and I asked her for our traveling documents and she snapped by saying "She don't have our traveling documents." We were going back and forth and I did tell her "look i'm not trying to fight with you...you're the last person I gave it to"...and she kept snapping back . So I just left my phone number to reach me. We are trying to leave for Pago Pago on Monday the 23rd. and hoping that our documents would be found. I'm just trying to get my Mom home. So please Honolulu Hawaiian Air co. please help me find our traveling documents. It was last given to your Hawaiian Air Employee at the gate.

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6:33 pm EST
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Hawaiian Airlines This airline is hazardous to your health

My "confirmed" pre-assigned seat from Sydney to Honolulu was given away to someone else and I was re-assigned without my knowledge or assent to an undesirable stand-by seat adjacent to a toilet, which I would not have selected or assented to given the opportunity. If I had known HA would not honor my stated "confirmed" seat selection for this flight I would not have booked with this airline at all. Instead, I would have booked with JetStar or Qantas, which in my 22 years experience flying the HNL-SYD route never failed to honor passenger seat selection. Furthermore, the check-in agent at SYD blatantly lied by alleging that there was "no record" of any advance seat selection in my reservation. Such fraudulent and unethical behavior on the part of your airline and representatives is nothing short of reprehensible.

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.

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Mai Le
, US
Nov 08, 2017 6:01 am EST

Hey Dennis, I too find Hawaiian airlines dangerous, unsafe and uncaring. I was injured on a Hawaiian airlines flight from Honolulu to Sydney. The cabin crew member Cheryl was trying to remove the curtain rod that separates Business class from comfort class and it dropped on my right knee. The staff of Hawaiian airlines couldn't give a !@#$ that I was in pain and even when I asked to speak to the cabin manager she didn't even bother to speak to me until I disembarked. I have tried over a year to get some compensation for medical expenses and they continually ignore all my emails. This is the most unsafe and uncaring airline I have ever flown. Next time I will just stick with Qantas. At least medical expenses will be covered.

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1:08 pm EDT

Hawaiian Airlines Cheated me with false advertisemet

What Hawaiian Airlines offers on their website is a scam and I am surprised that an airline is obviously able to commit false advertising without having to take responsibility for it.
This is what they are advertising on their website:
N E W ! Combined Dollar / Miles Flights You can now book award flights by redeeming HawaiianMiles for one way and paying for the other.
Just log in to your account then visit the booking tool and select "Miles" in one direction and "Dollars" in the other direction.
* Offering More Flexibility with Your Miles * Making Award Travel Even easier to Reach * Log in to your HawaiianMiles Account to view This Option
After I transferred about 40, 000 points from my Amex account into my Hawaiian Miles account I tried to use this option and found out that it would not work. For a return ticket I would have needed at least 120, 000 miles but I had only 95, 000 miles on my account and was planning to pay one leg with 60, 000 miles, the other one in cash. Each time when I switched on leg from Dollars to Miles the other leg would switch as well. i called their CS and their answer was "Sorry for the inconvenience but this only works on specific routes, we are not able to do this manually for you.
My "Hawaiian Miles" are going to expire in a few months and again, i was not able to use them. For the 40, 000 points that I had transferred from my amex account I had spent roughly $ 40, 000.- and I could have ordered some gift cards instead. I feel that Hawaiian Airlines cheated me.

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6:02 pm EDT
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Hawaiian Airlines Poor Customer Service

In all my years of flying, this was the worst experience ever. This occurred at OGG, Maui. We went to check via computer and Hawaiian had no record of our reservation. They told us to call Continental. Continental told us to call Hawaiian. I spoke to a supervisor at Hawaiian and they said that they could not help me even though I was flying on their airline. I called Orbitz, who I made the reservation with, and after an hour on the phone, they assured us that we had valid reservations.

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

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Update by bwco
Sep 29, 2011 3:28 pm EDT

I received a response from Orbitz, however their response was a justification of their poor customer service. I laughed when they said that their rep tried to call me at my home in NJ, when I had told the rep that I was in Maui. I was given a travel voucher for $100, which I declined. I dont trust Orbitz and have no intention of using them in the future. I will chalk this experience up one of life's lessons learned.

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bwco
, US
Oct 12, 2011 7:52 pm EDT

In all my years of flying, this was the worst experience ever. This occurred at OGG, Maui. We went to check via computer and Hawaiian had no record of our reservation. They told us to call Continental. Continental told us to call Hawaiian. I spoke to a supervisor at Hawaiian and they said that they could not help me even though I was flying on their airline. I called Orbitz, who I made the reservation with, and after an hour on the phone, they assured us that we had valid reservations.

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.

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9:14 pm EDT
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Hawaiian Airlines Frequent Flyer Program

HawaiianMiles = WorthlessMiles

My wife, and I, have been using Hawaiian Airlines and a Hawaiian Airlines/Bank of Hawaii credit card for the last four years to accumulate enough miles for two round trip tickets to Europe on Hawaiian’s partner airline - Delta.

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 8 different departure dates (May 30 – June 6, inclusive), 4 different Mainland departure sites (Seattle, Minneapolis/St. Paul, New York, Boston), 3 different return dates (19, 20, and 21 days after departure to Europe), and 5 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 my wife and me. I wasted another 1 hour and 27 minutes of my valuable time for nothing.

After wasting a week, more than 2 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 Mundo, 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 that 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), review them, and 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 Zia, 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 3 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.

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Hawaii5-o
, US
Aug 11, 2011 9:20 pm EDT

And what are those other, better alternatives may I ask?

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2:21 pm EST
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Hawaiian Airlines False Advertising

In March 2010 I saw that Hawaiian Airlines was advertising a feature for "Hawaiian Miles" members that would allow them to book a Roundtrip flight paying one leg with Dollars and the other one with Miles. I was planning a trip to Manila and decided to convert 49, 000 Amex points (worth $ 490.-) into Hawaiian Miles so that I could pay one leg with Miles, as advertised. (the cost for one leg was 60, 000 Miles, the cost for the RT in Miles was 120, 000. When I tried to book this flight I saw that each time when I switched one leg from Dollars to Miles, the other one was switching as well. I called their CS and was advised "this feature is not available on international flights". I asked the lady where this was disclosed and did not get an answer. Even when I made a second booking a few months later it was still the same thing: I had to pay the entire trip in Dollars and was not able to use the Miles. I asked them to reverse the transaction and to give me my Amex points back but their answer was "this transaction was final, we won't reverse it".

They never commented on their failure to disclose that their offer was only for domestic flights and it looks like after I wasn't able to use the Miles on 2 trips they changed their system and made this feature available for all flights. Even two certified letter were ignored. Their idea is that I should book a third flight with them (within a few months before the miles expire) and that this would make their wrongdoing right. The problem is that I don't feel like I ever want to do any business with this company anymore and I don't see why I should give them additional business as a result of their false advertising.

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1:57 pm EST

Hawaiian Airlines Disgusting service

My brother who is 80 years old was flying from Hilo to Seattle, WA. Seattle has had an Artic Blast and the weather conditions are not favorable for him to travel here.

He went to the airport to change his ticket to come in January and they have charged him a feel of $225 to change his ticket and I spoke with Cherry at Hawaiian airlines and she said "All he had to do was say he disagreed with this fee, and they would NOT have charged him that!" This is definitely taking advantage of a Senior Citizen and it's disgusting that they are getting away with this!

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flyhi152
Mesa, US
Feb 02, 2011 2:26 pm EST
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What do you expect from greedy vultures ?

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12:11 am EDT
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Hawaiian Airlines Deceptive Advertising

HAWAIIAN AIRLINES RIPPED US OFF NOT ONCE BUT THREE TIMES FOR THOUSANDS OF DOLLARS.

My name is James L. Tucker. I live in California with my wife of 46 years. Our son, Bryon, lives on the island of Oahu with his wife, Arlene. We made plans to visit them in February of this year and began checking about ticket prices and went through Cheap Tickets (Ha!). Each time I checked the prices were going up, so, my son advised me I had better go ahead and purchase the tickets. I did so on October 22, 2009, and paid $579.00 for each of us. Our departure time was for 8:30 a.m. which was going to make getting on the plane on time would require an extremely early get up and travel down to LAX. So, in checking prices directly on the Hawaiian Airlines.com, I found that the ticket prices had dropped to $325.00 each for a total of $651.40. When I checked what penalty I would face to cancel my original tickets, it stated there would be a $400.00 penalty.

Since, even with the $400.00 penalty, I would still have over $700.00 to spend on a future flight, I cancelled our flight reservation through Cheap Tickets and purchased the new tickets through Hawaiian Airlines with a more reasonable departure time of 5:00 p.m.

RIP-OFF NUMBER ONE

Later on in 2010 we planned to visit some friends in Colorado, so I contacted Cheap Tickets to utilize the $700.00+ remaining on our account. I was notified that Cheap Tickets did not have the credit. Hawaiian Airlines held the money (credit). Well, there goes our Colorado trip. So, I contacted Hawaiian Airlines to see about purchasing tickets for a flight in 2011. I was told that it would cost us another $350.00 since we HAD TO PURCHASE THE NEW TICKETS AT THE SAME PRICE of $579.00 each.
I said, “No way, ” as well as a few other phrases.

As the deadline (October 22, 2010) approached we decided to put aside our pride and purchase tickets for $350.00 rather that loose the $1154.00 we would otherwise lose.

This time, after going on to Hawaiian Airlines.com and finding two round trip tickets in February 2011 for a total of $668.00, I contacted Hawaiian Airlines to book the tickets for a surcharge of $350.00. The representative now told me the cost would be over $600.00. In other words, they were charging me virtually the same price it would cost for new tickets. I asked him, “What did you do with the $1154.00 that you charged my account.” He (who sounded like he was from/in India) went into a legalized sermon on why it cost so much.

So, my canceling the original tickets cost my wife and I $1154.00, not $400.00 as stated in the

RIP-OFF NUMBER TWO

On February 1, 2010, I went online to Hawaiian Airlines to print out our (my wife an my) boarding passes. During that transaction I was offered to upgrade from coach to first class for $698.00. Since our original tickets totaled $651.20, and since they never showed me that the new total was going to be $1349. 20, it made it appear as though the upgrade was going to cost $698.00 total. They also told me that they could not print out my boarding pass since they needed more information and I would have to check in at the counter at LAX. (I believe this was done to avoid showing me the new total would be $1349.20). Even when I checked in at LAX I was never shown the total amount.

It was not until I went online on February 8, 2010, to print out the boarding passes for our return flight and, once again, they offered me a chance to upgrade to first class for $698.00, that I realized what had happened. I declined the upgrade and they allowed me to print out my boarding passes. I then immediately called Hawaiian Airlines and complained about the deceptive method they had used to get me to spend more than twice as much for our airline tickets than we had planned and saved for over a year to purchase. They said that, since we enjoyed first class accommodations on the flight over, they would not return our money.

I have never purchased anything online from any website that had not shown the total amount of the purchase. This was an obvious intentional misrepresentation and trap that I’m sure has tricked more than just myself.

RIPPOFF NUMBER THREE

Additionally, my wife had a pair of very expensive shoes stolen from her suitcase on the flight over to Hawaii. This could only have been done by an airline employee.

Hopefully, this information will make people aware of how deceitful and cold hearted is Hawaiian Airlines. A company that advertises how wonderful they treat their customers. Two tickets costing $651.20 ended up costing us over $2593.00. We contacted Hawaiian Airlines, Capital One, The Better Business Bureau, and FAA and came up with no help.

We will never fly Hawaiian Airlines again. If you do, DO NOT, change your flight in ANY MANNER because you will fall into a trap of immense proportion.

SIGNED: James L. Tucker

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3:47 pm EDT

Hawaiian Airlines Not military friendly

My husband is in the United States Navy. He protects this country so that we can all live freely. We live in Hawaii and have to fly all the time to go anywhere. Every airline that we have ever flown on lets us check 2-3 bags without charge for being active military. United Airlines lets us check 2. U.S. Airways lets us check 3! Continental let us check 2 as well. Not Hawaiian Airlines. They made us pay for 3 bags costing an additional $80. We would have never chosen to fly with them had we known. We never will again.

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Hawaiian Airlines Don't fly

Absolutely the worst customer service I have ever received. If I can avoid it, I will NOT fly them again...

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mikedig
, US
Jul 18, 2016 7:38 am EDT

On the way to our vacation on Lopez island they lost our luggage but ensured us they will find it and send it soon, We spend 10 days without clothing on a cold island in Washington state . They return flight was 13 hours delayed and we have not gotten compensation for the lost items since Hawaiian demands receipts for everything you claimed you lost. Who keeps receipts for clothing longer than 30 days? The service on board is non existent and legroom is tiny and the prices are high. Avoid that airline whenever you can and do not check bags with that company.

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Lloyd McArthur
Sun City West, US
Feb 20, 2012 8:49 pm EST
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On Feb. 4 I made reservations with Hawaiian Air Lines. Their e-mail confirmation indicated wrong return departure origin. Called immediately and was advised that a cr would show on my cr card acct within 7 days. On 2/20 I received via e-mail my cr co's statement -- no credit for the $1750 charge. Calling immediately, I was advised that the cr was not processed until Feb. 17 and it would take another 2 to 3 weeks for the cr to appear on my credit card. This will probablyt throw the $1750 cr into the next billing cycle, leaving $1750 unresolved on my acct -- which I always pay in full. Hope the rest of the trip goes better than this.

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Traf D
, US
Sep 22, 2010 6:30 am EDT

We were unable to fly to Maui in March of this year. So we called Hawaiian Airline. They said no problem we will issue you a credit. When I said that the credit card number had changed, she said, "no problem, it just had gone through". When I checked the credit card the next month there was no credit. Upon calling HA, they indicated that this was a internal credit and we had to use it within 12 months, subject to possible additional fees.

We had purchased the tickets on the web site for $688 each(that was before Alaskan Airline started the same route). Once we were ready to change our tickets, we were told that we can change them only by calling them. For the period of interest, the e-ticket cost now $472. When we called them, we were told we had to pay an additional $350 per ticket. Upon asking for a supervisor the price was reduced to $175 per ticket. We still did not like it, as I pointed out to them that the prices had actually been reduced between our first reservation and the one currently available ($215).

When contacting their Consumer Affair Office twice asking them for 1) a refund - DECLINED and 2) for waving of the addtional fee - DECLINED.

At that point I wrote them back and told them they were Penny wise and Dollar fullish.

So we are paying the additional fee and will make sure everybody is aware of Hawaiian Airline short sightedness. I hope we have convinced others to use another airline even if it is for a few dollars more.

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Shame on Bank of America
Irvine, US
Jun 24, 2009 8:04 pm EDT

I have been a customer of Bank America for one year. During that time I accepted a promotional offer for a low rate charge card with no annual fee. Since opening the account I have paid as agreed and have not been late or gone over my limit.

I received a notice on June 22, 2009 advising me that a $50 annual fee would be charged as of July 1, 2009.

Bank of America did not give me enough notice to decide whether to pay the account off and and close the account to avoid the fee. If I do not accept the fee, my account will automatically be closed, the balance would become due and payable and my credit score will be affected due to "lender closing account" and availability of funds being reduced.

I believe that is is unethical for Bank of America to change account terms without sufficient notice. I believe that a customer with a good payment history should be treated with some level of respect, especially now in an environment where so many are defaulting.

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devoann
Kent, US
May 28, 2012 8:20 pm EDT

I booked my 9 day Hawiian trip through the web site of hawaiianair.com, my flight from seatac did not have seats available when purchased, but 24hrs on web check-in I was able to purchase emeregency exit seats for 35$ per person per seat, so I did. but upon original purchase of the return flight i was given a confirmed seat via email showing my seats that were selected durning purchase. when I attempted to web check in 24hrs before departure I found out that NOT only was I given those seats as MY confirmed seats but so were many others! after spending 5 hrs on the phone with several Indian people regarding my tickets and the fact that I had been sent a email WITH my seats listed and that selling the SAME seats over and over WAS and IS illigal! I will certainly take this matter to the local attourny's! WE AMERICANS! should NOT take this lying down! we have paid for our tickets and should get what we paid for OR the airlines should not be able to sell BOGUS! seats!

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Lloyd McArthur
Sun City West, US
Feb 20, 2012 8:50 pm EST
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On Feb. 4, 2012, I discovered that a reservation I had just made was wrong -- probably due to difficulty in understanding HAL reservations person's accent. I called and was advised that a credit would be issued to my acct within 7 days. On 2/20 I received my cr card's statement via e-mail. The credit was not yet on it. I was advised by HAL that the credit had not been processed until 2/17 and would not appear on my acct for another 2 to 3 weeks! This will quite likely throw the cr into my next billing cycle, leaving a $1750 charge on my cr card acct unresolved. Very unsatisfactory! Hope the trip goes better than this!

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flyhi152
Mesa, US
Feb 02, 2011 1:53 pm EST
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I totally agree: This airline provides miserable service, the planes that they use for their Honolulu - Manila route are junk with totally worn out seats. I was sitting on a metal bar that was covered with 1/2 inch of foam for over 10 hours while the lady from behind was pushing her knees into my back. I experienced this almost every time when I used them for my flights to Manila but from now on I will avoid them under any circumstances, even if I have to pay more for other airlines.

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Jessy:(
Estes Park, US
Mar 21, 2010 11:21 am EDT

(Laughing) So no more flying straight to Hawaii for you! You need to just let this go. Your disposition or tone was most likely the reason you had poor customer service. Just from your post you can tell that you yell, scream, and stomp your feet!

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Hawaiian Airlines Awful everything

My computer had crashed, normally I print my boarding pass the night before but couldn't due to computer failure and so I called Hawaiian air at 7:30am to confirm my flight which I though left at 9:30am because it arrives at 12:30pm a five hour flight. They informed me the flight leaves at 8:30am and there was no way to make the flight. They informed me that there would be a $200.00 fee to rebook on the next flight that to me was a major rip-off. I will never fly Hawaiian again very customer Unfriendly and their agent were rude in handling my complaint. After major complaining the dropped the fee to $150.00.

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CommonSense
, US
Feb 25, 2009 3:12 pm EST

So the fact that YOU didn't pay attention to what time you were booking a flight to leave, and YOUR computer "crashed", is all Hawaiian Air's fault and in an effort to apologize for your negligence should reward you by changing their booking policies just for you.
Ok, got it.

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Hawaiian Airlines Fraudulent actions

On 12/03/2008, I booked a round trip to Hawaii from Portland OR. I did that at that time ONLY because my wife and I were offered $100 e-certificates which claimed it was good for interisland travel. So the combination of the fare and the certificate made the trip work for us. After booking the trip I was told by the web site that the certificate would appear in my account in about ten days.

On 12/15/08 I was trying to book some interisland flights and make use of the e-certificate. This is where I started becoming unhappy about Hawaiian Airlines. There was no information available to see how to apply the e-certificate. This is rip off #1. They give a rebate but don't let you use it or make it very hard to use.

I could not find out the terms and conditions of the e-certificate was ; when I clicked on the link for 'terms and conditions' for these certificates, nothing happened. The bottom line is that I received no info. I attempted this on two different computers with were different security systems so it was not a problem with just one computer.

So on 12/15/08 I called the Hawaiian Airlines customer service and they transferred me to their web site technical service (or was it their rebate scam manager? ) and I was told 'after you book your trip your e-certificate will automatically apply'. After more attempts to book flights and use the certificate I gave up and went to bed. Note that she did not tell me I had to book a round trip interisland trip to use the e-certificate as I later found out. As I said, the web site does not show the terms and conditions and appears to be designed to work as such.

On 12/16/08 I attempted several times to book interisland flights and use the e-certificate without having the web site work as expected . So going on what the Hawaiian Airlines customer service rep in the Philippines told me, 'book it and the e-certificate will apply' I booked a trip for Jan 16th and confirmed as the certificate was to be applied later.

So I booked what I thought was a flight on JAN16th afternoon and another flight on a deferent day in the afternoon. This is where we get into scam #2. I believe that I booked the flights as required for Jan 16 2009. I believe that is what I confirmed on my screen, what was printed was the wrong info.

What printed out was a flight for the same day leaving 3 minutes after the booking time and returning that same day when I am 3500 miles away. That is scam #3. They cannot sell something in the past. I think this is credit card fraud, if not then it should be.

So after all of this hassle on your web site I believe I made a reservation for Jan 16th and saw that on my screen and confirmed it but later when I called your rep today to find out why the e-certificate was not applied I was told. that the flight was for yesterday. And they would not refund my credit card that was scam #4. Refusal to refund in a case of what was at worse an obvious mistake on my part due to what appears to be a deliberate attempt to make it difficult to use the e-certificates. All of this caused no actual loss to the company (the plane they said I booked on was already closed and on the departure runway they could not have sold the seats anyway.

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TamSW
, US
Apr 19, 2023 9:33 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Hawaiian Airlines refused to make accommodations for our life threatening peanut allergy. No announcement to passengers to not eat peanuts, or even create a nut free area. I was told it was against their policy. They served peanut M&Ms.

April 7th.

HA 64

Hawaiian Airlines

Airbus A321

Kauai (LIH) to Los Angeles (LAX)

1:50pm - 10:30pm

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Webster Low
, US
Sep 21, 2022 2:06 am EDT

The long walk to baggage claim is terrible. Should have shuttle service.

We have another trip 12/10/22.

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Sarah Newman
4220 SE Belmont Street, US
Aug 24, 2022 8:19 am EDT

A guy said he was a supervisor snd told me I was beautiful , I found him attractive and he took my number. It was Until then he told me he was In the middle of a divorce. And told me how horrible his wife was. He is in an affair but wants something real. It was very unprofessional and I will no longer fly with this company .

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flyhi152
Mesa, US
Feb 22, 2012 4:38 am EST
Verified customer This comment was posted by a verified customer. Learn more

It appears that most of their scams are based upon the way how they set up their website. When I converted about 50, 000 Amex points into Hawaiian Miles, their website clearly explained that it was possible to book one way by using miles and the other way with Dollars. After my converted Amex points were showing up in my Hawaiian Miles account I tried to book the flight in the way it was described on their website. However, each time when I switched from Dollars to Miles it would switch both legs. I called their CS and what a surprise: they were very well informed what the reason was and had more information than what the website would give to the customer. CS explained "This is not possible on international flights, only on domestic routes..." No answer when I asked were this was disclosed. I am under the impression that Hawaiian Airlines intentionally made deceptive statements on their website in order to cheat customers. When I asked them to reverse the transaction they refused with the argument "The transaction was final" Not even one word of apology for not disclosing that the "Pay one way in Miles and the other way in Dollars" was only for domestic flights. Now they have my Amex points which were worth over $ 400 (I could have ordered gift cards instead, like for example for Home Depot) Since I will never ever use this airline in my life I won't have any use for Hawaiian Miles. This company seems to proud of having cheated me successfully and having made an extra profit by luring me into the Amex points conversion.

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Hawaiian Airlines contacts

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www.hawaiianairlines.com

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