Hawaiian Airlines
Reviews and Complaints

On July 10, 2023 I arrived in Honolulu from JFK. When I removed my bag from the carousel, it was missing a wheel and acquired a dent. I filed a claim before leaving the airport. The agent gave me paperwork and all I had to do was call a phone number. After several long attempts I was finally connected to an agent and was told I had to submit photos along with the claim number to the website. I complied although not pleased that this was somehow my responsibility when a photo could have been taken at the airport when the agent filled in the form.

When I finally pulled up the site, the directions were less than clear and although I tried numerous times, I was not successful.

HI my name is Elzbieta Jolley. Saturday July 8th. I was flying from Honolulu to Sacramento flight# HA 20 U. Up on my arrival to the airport I was able to upgrade my seat (on your kiosk computer) from main cabin basic to extra comfort seat. Payment requirement was $146.00, so I used my credit card and plaid. My receipt shows payment accepted with conformation code 2Y8UZL. My boarding pass shows seat is 11E. Unfortunately, up on my boarding the plane the person who scan my boarding pass cross my seat number with green marker and change to seat 26D. I was trying to explain and show my receipt, but I was rudely dismiss. So for 3/4 of my flight I was seating in 26D, then I went to the lavatory and saw the seat I plaid with the upgrade is still empty. Actually 5 days prier the flight my best friend (who was seating in 11G, AnnMarie Pleskaczewski) and I was checking if the seat is evaluable, and it was all this time. I spoke to the flight attendant, explained my dilemma. Shortly after another flight attendant came to me, apologize for the inconvenience and moved me to 11E next to my best friend. I was only able to sit for little over an hour in my seat when flight is over 5hr. My phone # [protected], please call me if you need additional info.

Hawaiian Miles Account [edited]

Travel date: 5/9/2023, Honolulu to Naritax

Flight HA 821, confirmation [edited]

Electronic ticket [edited]

paid for extra comfort and was confirmed seat 20B on 3/10/2023

Upon check-in at the Honolulu airport, I was assigned seat 15A on my boarding pass. I noticed the seat change when I was seated in the Plumeria Lounge and asked the lounge receptionist to check as to why my seat was changed without any notice. She said the tray table on 20B showed it was broken so I was switched. 15A was a window seat but I was confirmed an aisle so I wanted an aisle seat. She said I needed to see the gate agent for that request.

Upon asking the gate agent for a seat change as I've paid for an aisle seat she said that no aisle seats were available but she'd try to ask the person seated in 15B to see if he would be able to switch seats with me. I was accommodated with the switch so I was appreciative.

After boarding, the gentleman sat in the seat next to me and I thanked him for accommodating my switch request. He said he was grateful that he was even able to get a seat. So I asked if he was "non-rev" and he said "yes". I asked what dept he worked in and he said "HR". That infuriated me as the gate agent made it like it was a bother to have to ask this non-rev, stand-by employee to switch with me. Also, I know that non-rev passengers should be in proper attire when traveling and he was in jeans and a t-shirt.

I immediately texted my friend who was in seat 19B and asked if anyone was seated in my original seat, 20B and he said yes. A couple was seated in 20A and 20B. There was nothing wrong with the tray table.

5/16/23 Flight HA 12 HNL to SFO 1 PM flight

First, our flight from SFO to HNL was cancelled last minute. On our return flight from Hawaii, we stood in long lines to get checked in. The agent that initially helped us put us on stand by! Why I don't know, didn't give her any problems. We already had seats so why put us on standy by? We found out we had to get seats agent at gate.

Waited a long time and stood in line, waited some more and finally got a disgruntled looking ticket agent. We were one of the people near the front of the line and agent gave us seats in between 2 other travelers. Thanks for nothing. My wife (on her birthday) really appreciated the gesture. Totally unprofessional.

To add insult to injury we had to pay extra for baggage fees because when were diverted to another airline which charged more for checked bags.

After the trip I tried to submit an online form via Hawaiian airlines website but the website rejected my form because it does not recognize our confirmation code. I called customer service and got more runaround. Long story short I just hung up.

Will never want to travel Hawaiian Airlines again if I can help it. This is not the first time.

May 21 flight from LIH with connection in HNL to OGG. Flight delayed, bags never arrived at OGG and no one called and no one answers phone on your end. Gate agent in HNL instructed me to get in a line to make arrangements as informed we had missed connecting flight. The line was increwdibly long so we took a chance and went to the gate where the connecting flight was --IT was still boarding! We got on, but liuggage did not make it. On arrival at OGG we made a claim for our luggage and we were told it would come in on a later flight. They provided this number-[protected] to call. THis number leads to no human and is not identified as a Hawaiian airlines office. No one at your airline answers a phone, or seems to care.

HA 41 from SF to Maui. May 13, 2023

I truly do not like to complain and I always wish to express the hospitality that we receive. However, my wife and I were uncomfortable and wanted to bring our experience to your attention.

It was our first time flying with our infant and we had very unpleasant experience by two flight attendants. We brought with us a car seat just in case if there is an extra seat. Prior to checking, the man at the gate checked it in and told us still to take it with us on the plane and there the flight attendant will let us know if there is an extra seat. Before we got on the plane, I left it on the side. While getting on the plane the flight attendant told us that is not a full flight and once we sat down I can go back and bring the seat. Then the two flight attendants all the way in the back were not supportive and were rude. Especially the female. The guy (whose photo I’m attaching) told us that “it’s a full flight.” I told him that I would like to go up front and bring the car seat. He seemed not to care. After sometime, it was obvious of so many empty seats and I asked him again and he told me that it’s already under the plane . Then I went to a female flight attendant who was in the back and I begged her “please, can you help us to bring the seat?.” She didn’t even try to show interest to help (the lady in the attached photo) but really shutter my mouth up. The next thing I did was I asked for her name and that’s when she got upset and began to threaten me and told me to go all the way to the gate crew and talk to them. My argument here is, none of them tried even to show interest or try to help. There was still time to check and possibly help to bring the seat. Then the guy from the gate came to us. It felt like he was giving me conditions: “if you don’t listen to them, they can get you out of the plane.” Further, he said “we moved two people so you can have more room and we didn’t have to do that. “ it came down to “we, as an airline, are doing you a favor so be quiet.” If they’ve moved two people how come they didn’t try to help us to bring the car seat?

I’m concision, I understand that they could not be able to bring the car seat. However, they did not show interested to attempt to help us and even went after us (me as a father). And during the entire flight we felt uncomfortable because of the way we were treated, how prior to the departure, were treated.

I have attempted to attach the two photos and the system did not allow me to.

On March 14th,2023 my United flight #5265 was canceled, There were no flights available on March 15th so I was unable to get to my Hawaiian flight HA41 on March 15th. I rebooked the flight for the next day on March 16th, Hawaiian Airlines charged me $390 to rebook flight. I feel this was an excessive amount. thank you, Bonnie Couture 3739 sw Wickiup Place, Redmond 97756

#[protected]

In 12/22 I purchased 6 tickets to Honolulu for mid March, to take my daughter, son in law, grandson, 88yr old mother in law, my wife and myself on vacation. When tickets purchased, I was offered cancellation insurance as " unexpected events happen and trip must be cancelled. In February my 68yr wife developed several serious health problems and her pcp has put in requests for her to be seen by cardiac, pulmonary and GI specialists. In our very rural area, wait times are 4 to 6 months out as such Drs. must travel from 100 miles to 160 miles away and only travel to our valley 1 X a month. Since booking, my mother-in-law has been exhibiting dementia issues. The insurance Hawaiin had at the end of purchasing won't cover my cancellation because Hawaiin says my wife can travel in 6 months! My wife's pcp provided statement my wife is unable to travel now. She is also suffering the effects of a serious case of Guillain-Barre which Drs. had put her into hospice care! My mother-in-law recently lost her husband and is steadily declining. We discovered the insurance company is in the Philippines with no office or connection in the USA. Great scam Hawaiian has going with this company. Insurance won't refund because Hawaiin Air says my wife and mother-in-law can travel in 6 months!

This is a DISGRACE! SFO to OGG is now leaving at 0703 hrs. This is over 3 hours earlier than we were told months ago. NO REASON GIVEN EVEN AFTER CONTACTING YOU. You obviously do not care about your customers to put them through such a hardship. We will look to other airlines and will not give our flight info because we are certain that HAWAIIAN AIRLINES SIMPLY DOES NOT CARE ABOUT THEIR CUSTOMERS!

Booked 3 tickets on Monday 1/23/23 and received confirmation and confirmation number. On Thursday 1/26 I checked my Hawaiian airlines account and keyed the confirmation number only to find out the booking is not showing. I called the customer service department and explained the situation. I provided the confirmation number and let them know I have a picture of the confirmation. I used 4 - $500 gift cards and the remaining balance of $800 and change was charged to my credit card. Since I received a confirmation number, I threw out the actual gift cards. Customer service is telling me they need the gift card numbers used for this booking or they cannot assist. What part of I threw the cards out because I received a confirmation of the booking and my credit card was charge the balance owed for the three tickets? I asked if I could send the picture of my confirmation to them and they said no. I have been a loyal Hawaiian airlines customer for a few years and enjoyed the service provided. This is unacceptable to provide confirmation that your flight is booked only to find out it is not!

I have been away from home and have not had a chance to go through my trash... hoping I still have the cards.

Hawaiian Air
Jan 21, 2023
Why are we getting charge and huge different in cost?
Infor:
Travel Insurance – Allianz Global Assistance
Purchased: May 9,2022
Plan No: EUSP2269973525
Cost: $141.50
For Tickets
Reservation Code: EGDSCU
Tickets: [protected] / [protected]
Cost: $975.87 per person / $1951.74 couple
Canceled flights
Date: Sept 9, 2022
REF No. [protected]
Cancellation flight credit: $1951.74
Re-Booked another flight
Date: Jan 20, 2023
Reservation Code: AXTDHB
NOW Cost: $1166.95 per person / $2333.90
Hawn Air

I went online to check for airfares to Japan and saw 703.00. But when I went online to book reservations for myself and my wife you charged me 1166.95 for the same flight! Why is that I can not understand it in a matter of seconds you raised the price to 463.95 more to the 703.00 what the [censored] is that. My daughter booked the same flight on the same day and she got 703.00. Also why are we being charged for all of these dam taxes? Hawaiian Air are ripping people off so much for ALOHA I GUESS !

Gary Kagehiro
BD: May 14, 1951
94-1198 Meleinoa Place Apt B
Waipahu, HI 96797
HAL No: [protected]

On December 31, 2022, while flying from Pheonix, Arizona, flight 35, to Honolulu, we switched planes to fly on to Sydney, Australia, flight 451, First Class, When we arrived in Sydney to begin a 12 day cruise, our luggage was not there. In fact, the luggage of everyone who transferred to the Sydney flight from Pheonix was not delivered in Sydney. It was obvious that the Hawaiian Airlines ground crew just didn't do their job and didn't load all of our luggage onto the departing international flight. Before we took off in Honolulu, we were told the plane would not leave until all the luggage was loaded. This was a complete lie on the part of the Hawaiian Airlines crew.

We and all the other passengers affected by this complete lack of customer care on the part of Hawaiian Airlines were told to file lost baggage claims at the Sydney airport. Unfortunately for Hawaiian Airlines, we and a couple of the other affected passengers had tracking tiles in our luggage and could clearly see our luggage was still in Honolulu. They (Hawaiian Airlines) just never bothered to load any our luggage onto the departing aircraft.

Needless to say, because we were leaving for a cruise the next day, myself and my wife, had to go shopping in Sydney for personal items and clothes to wear on the cruise along with luggage to transport it in. This was at added and unexpected expense to us. Due to the stress created by the short comings of Hawaiian Airlines, our entire 'vacation of a lifetime' was ruined.

I landed in Honolulu on January 1, 2023.

I spoke to someone upon realizing my bag was either delayed or missing.

I was told I needed to file a claim with the airline I had flown before switching to Hawaiian Airlines, only to find out today from that airline that I was supposed to have filed a claim with Hawaiian Air.

I have called twice and gotten 3 different numbers for the baggage service, one of which connected me to the Phoenix location...

I am currently waiting on the phone to speak with an agent and I've been waiting for 1 hour and 30 minutes.

I just want to locate my bag.

Please help.

My 1pm flight from HNL to ITO today (12/20/22) was cancelled after 7 hours of delay. THIS IS A 55 minute flight! Rebooked for flight tomorrow, but no info offered on housing assistance. We’ve been here for hours with restaurants closed and zero information or help. Line at HA desk is over 100 people long and only one rep assisting (and now they’ve left to ?). We are leaving to book our own place since airport is shutting down and there is no one to help us. Online chat, phone, text, app, and website are all unresponsive. I will be out-of-pocket over $300 for this and the company isn’t responsive in any way.

Our damaged luggage identified when picking it up on the carousel on July 20, 2022 at 1:15pm local time at the HNL airport. The entire handle was sheared off and pictures were taken by your staff at the baggage claim office of this piece of luggage. We paid over $700.00 for the Tumi luggage several years ago.

WT. File Reference: HNL HA 42455

Claim Check Number: HA136232

Ticket Number: [protected]

PNR: XUMBNF

Timeline of correspondence below. Been months and claim has not been resolved and we are waiting to get any status up on our claim as of 9/14/2022.

7/31/22 - Per baggage claim office at the HNL airport, we sent an email to the claim department re our damaged luggage due to the negligent of Hawaiian Airlines employees.

8/6/2022 - We followed up with the claim dept to the claim email sent on 7/31/22 due to non-responsive.

8/15/22 - Finally, Ryan Yamasaki from the claim dept responded requesting for an original receipt of the damaged luggage.

8/15/22 - We responded that we do not have the receipt but provided the make and model again.

8/24/22 - Again, we followed up with the Ryan and claim dept from our last email, which was 9 days ago.

8/24/22 - Ryan Yamasaki responded and provided us with 2 options due to no receipt - 1) accept $200 settlement since no receipt or 2) provide a picture of the manufacturer tag and a picture of the Tumi suitcase with serial number.

8/29/22 - We provided the picture of the manufacturer tag and pictures of the Tumi suitcase with serial numbers.

9/2/22 - Again, we followed up with Ryan and claim dept due to non-responsive.

9/2/22 - We sent a sale ad of the same Tumi luggage that we have.

9/2/22 - Ryan replied again asking to contact Tumi directly to get a copy of the receipt.

9/4/22 - Responded to Ryan to inform him that we did not buy it from directly from the Tumi store and was from a luggage/baggage store at the mall. None of these stores would store the customers' receipts in the system, especially for several years and there's no way we could produce a receipt. Also, letting them now that they are taking too long to resolve the issue and if needed they should escalate the issue.

9/7/22 - Followed up with Ryan and claim dept due to non-responsive.

9/14/22 - Again, followed up with Ryan and claim dept due to non-response.

We did not asked for our luggage to be broken and it's pretty embarrassed to push, not pull with a handle since the whole handle was broken off, to our hotel, Moana Surfrider, in Waikiki. Yet, Hawaiian Airlines do to want to take any responsibility and only want to compensate the least amount as possible and not the loss of their customers. They vow to have great customer service yet when the issues occur, they are trying to avoid and not taking any responsibility. It has been almost 2 months and the issues are not resolved and given getting response or update status is very difficult. They want customers to give up so they don't have to compensate the damage due to their negligent.

Prior to checking in to print my Boarding Pass, I contacted Hawaiian Air to enter my Global Entry Card #; to get a precheck mark on my boarding pass. On August 27, 2022, San Diego to Oahu, HI, I was rejected by TSA. I learned at the boarding door, that my data was entered incorrectly. I wasted time in two lines but more so, I was humiliated. ETORQQ

My ticket number is 72I06106738212 under the name of Anna Lok Kwan LI (e-mail: [protected]@gmail.com),  booked through Expedia by my daughter Ophelia Chau to fly in August, 2021 ($715.19 which is almost double of the regular fare) but due to the pandemic and so advised by the Hawaiian State government, I was unable to go as scheduled.  But I was kept informed by the Expedia customer service (CS) that I could change  and set a date to fly up to 330 days later.  But when I tried to make booking with Expedia CS last week, I was put on the phone for more than two hours, switching from sales to sales  but was finally  told by two customer sales that  my deadline is May 31, 2022 (two days later) and ticket will be void after the deadline.

 I want to make a serious complaint about Expedia; at the first instances they wrongly put my last name as Kwan (Anna Lok Kwan as appeared) which  should be Anna Lok Kwan LI (Li is my last name in passport) and they took months to make the changes but finally the error was still there and so I was unable to make changes earlier.  Secondly, they kept ensured me that changes can be made well before the deadline of May 31, 2022, but said differently when the deadline is approaching and the wrong name was still there?   Are they reliable to do business with? Can you put your customers to so an unreliable agents to damage your company's reputation?

Last but not the least, I know that I should go through the booking agent (CS) to make any changes but based on the above facts, I can only take the liberty to turn to you for help which, as a reputable company might be able to help!

Looking forward to hearing from you soon, cause I intend to go to Hawaii around September 10, 2022 and hope that you can help to rebook the ticket.  Many thanks and best regards...Anna Li  

I made several reservations with Hawaiian Airlines, two for myself, one for my husband. For various reasons, we were unable to travel to Hawaii, and thought I could use the cancelled tickets at another time. I asked Hawaiian to transfer the cost of my husband’s ticket to me, plus I wanted to use my previous tickets. Hawaiian Airlines said they couldn’t transfer my husband’s ticket because he has to use it. As for my other tickets, I can only use one at a time.

I understand that there are rules, but we just went through a huge expense, paying for my mom’s funeral. My niece lives in Hawaii and there are things I would like to take to her that belonged to my mom (her grandmother). I can’t afford another ticket so I would like to use the money I’ve already paid to Hawaiian. Another frustration is it’s difficult to get a hold of anyone. Escalated issues such as mine, have to be submitted via email. Sometimes they don’t respond or they respond without a solution, then close the case, so you’re unable to continue the conversation; you have to submit another request and start all over.

I’m dealing with the death of my mom and on top of that, have to deal with an airline that doesn’t care about their customers. I’m not asking for my money back, which is a lot. I’m just asking to use the money I’ve already paid to Hawaiian Airlines for a ticket to see my niece.

On March 9, 2022, the Hawaiian Airlines flight attendant informed the passengers that the offer is 60,000 miles if you apply and are approved for their credit card. NO $2,000 purchase in the first 90 days required. Well there is a disconnect between the card issuer and that promise also who takes Master Card? So few merchants accept Master Card that it is difficult to make the $2000 threshold. Not worth it.