Hawaiian Airlines / delayed flight causing incorrect charges due to employee error
This was my first flight to Hawaii via Hawaiian Airlines(HA). I fly to the Hawaiian islands at least once a year with my family and twice a year, solo. We save for this family trip every year.
This year's trip with the family was from Los Angeles (LAX) to Kona (KOA). Flight #61 was scheduled to depart at 11am.
A delay due to "maintenance issues" was announced a few minutes prior to scheduled boarding. Several updates later (15 mins. after the initial announcement, 11:30am, 2pm, 4pm) and still no definitive answer.
Meal vouchers of $18 per person were distributed. A lengthy line to acquire the vouchers because their printer was "not working"
Several passengers requested flights on other airlines. HA was able to accommodate a very small few who were flying alone or in small groups. After those few, per the gate agents, there were no other flights available, either on Hawaiian Airlines or any other airlines that day. The rest of us were left without any option but to wait.
I, like many other passengers, requested a shift in my return flight, as we basically spent the day at the airport. The gate agent at LAX let me know that would not be a problem and that she switched my return flight from Thursday to Friday, same time, just one day later. The gate agents in Kona would be able to assign seats. I asked for a printout of my updated itinerary. I was told to "just use the same confirmation (PNR) code". They were still having "printer issues". Others in line before me did not have printouts, but it was a mistake was not receiving this confirmation in writing. I advise any future customers of this airline to always receive confirmation of any changes in writing.
Approximately 8 hours later, around 7 p.m. we were able to board a plane. A credit of $100 for a future flight was offered. The flight offered snacks, headsets, blankets, etc. for purchase. The meal service was one sandwich (meat & cheese), 1 cookie and the usual soda, juices. The plane itself was older, fairly clean, the upholstery is scratchy and worn out.
It is now Wednesday afternoon and I receive an email to "check-in" for my flight scheduled on Thursday. Which was incorrect because my flight was switched by the gate agent to Friday. After several hours on the phone, chat, twitter with various customer service agents, I was told that the gate agent at LAX did not "enter a note" or update my flight in their system. Therefore, my family was not on any flight.Also, there was "nothing that could be done". I would be charged a $200 change fee for each ticket plus the cost of a new ticket IF they could get me on a flight. I was charged double the original fare, for each family member, to get on a return connecting flight back to LAX.
The entertainment system on the return flight back to LAX was not working. HA offered a $14 credit towards a future flight. Snacks for sale, 1 meat sandwich, 1 small bag of chips/snacks and 1 macadamia nut candy was provided.
Their twitter account asked for my flight information, however, no response after I sent the information.
I am currently appealing this charge with HA.No response or resolution yet. I am also going to file a complaint with the department of transportation. For reference, the link on info. & to file complaints is here: https://www.transportation.gov/airconsumer/file-consumer-complaint
I am requesting a refund of the additional airfare cost incurred because the gate agent at LAX did not properly modify my flight itinerary.
I was truly hoping that HA was more responsive. I will update this review if any changes to my situation occur.
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