Hawaiian Airlines
Reviews and Complaints

We purchased a travel package with Hawaiian Airlines Travel (Itinerary #[protected]). Package included travel from SMF to OGG then on to KOA on Sunday, Jan 16 with a return flight scheduled back to SMF on Sunday, Jan 23. I had a family emergency in Honolulu and we needed to travel to HNL on Wednesday, Jan 12 (we paid for that separately). I called Hawaiian Travel and asked if I could get credit or change my itinerary to include my SMF- HNL flight on the 12th. I was told that because it's a package deal that could not be changed (that's why we purchased flight on 12th). I explained the situation an told them that I would NOT be on the flight from SMF-OGG-KOA on the 16th because I would already be in Hawaii. I asked if I could just cancel that leg /flight (only) and keep the rest of the itinerary as is and was told they couldn't do that, they could only cancel the entire package. I then asked that if I was a "no show" for the flight from SMF-OGG-KOA, on the 16th, would that have any effect on the rest of the package (hotel, car & return flight) and was told NO everything will be left as is. So we left things in place, flew to Honolulu on the 12th (we paid for that) then on to Kona from HNL on the 16th. Upon arriving in Kona on the 16th, we got the car and checked into hotel will no problems. Later that afternoon I received an email from Hawaiian Air informing me that my return flight from KOA-OGG-SMF on the 16th has been cancelled. I called the Hawaiian Travel Customer Service number [protected]) and got very poor service. I made 3 calls to that number (4th today) explained my problem each time and they said the need to speak to a supervisor. On 3 of the 4 calls, I was placed on hold (for a total of 3+ hours) and later dropped with no response. On my 3rd call to them a person come on and said there was nothing they could do. All I was asking for was to have my return flight rebooked and confirmed and they said they weren't authorized to do that. I then called the Hawaiian Airlines customer service number at [protected], explained my situation and asked if they could rebook my return flight (at no extra cost to me). They said that it could be rebooked, but that could only be done by the Hawaiian Vacation group. This started on Sunday afternoon and here it is Tuesday (18th) and I still have not got a resolution or speak to someone who can fix this. We paid $3628 for the package and only got the hotel and car, but no airfare. We paid $571 for the SMF-HNL-KOA flights, and out of desperation we had to book our own return flight (KOA-OGG-SMF/VENKLV) for Sunday the 23rd at the additional cost to us of $639.50. We felt we needed to book our own return flight because when I check the website they only had 10 seats left and only 2 where we could sit together. We have been waiting for someone at Hawaiian Air to help get our original flight rebooked, and after checking the website, went into panic mode and felt we needed to do something on our own to get back home.

I must start off by saying we've flown several different airlines to Hawaii and always had an issue with the airline. We decided to give Hawaiian Airlines a try and boy were we happy and have flown them the last our 2 past trips prior to our scheduled for JAN. 6, 2022. We purchased our tickets back on Feb. 25, 2021. I proceeded to check in on Jan. 8th only to discover our return flight had been changed as well our seats and we were no longer sitting together. I called Hawaiian and asked why we weren't contacted of the change and the answer I received was they didn't have to contact us. Funny when they changed our outbound flight from LAX to Kona they sent us an email informing us of the change. The new return flight had something like a 6-8 hour layover in Honolulu. That may not of been a big deal but we had a connecting flight that same day from LAX to New York at 6 pm which we wouldn't have made due to Hawaiians change. So the agent said we could cancel for a full refund but we lost our 10 day stay in Kona. of $2500. We purchased RT First Class tickets which we've never done with any other airline. We were looking forward to that experience.

In the future, I would hope Hawaiian Airlines would contact their passengers of any flight change.

In closing, we were pissed that Hawaiian doesn't let their passengers know of any changes.

Booking Number FHHYZH

Doug Moir
Rich Anderson
336 West 20th Street
Long Beach, Ca 90806

Ticket Receipts:

Douglas Moir [protected]
Richard W Anderson 17321811889O

To Whom it may Concern:

My name is Maria C Ramirez - My email is [protected]@aol.com
On August 1, 2021 - I was on Flight Ha72 that left Hawaii to Long Beach, CA 11:20 am.

My luggage was damaged. size of bag 29 or 30 inches tall.
Bag Ticket #[protected]
The handle is bent will not go down or up. It's stuck.

Please see attached photos. You can also see that luggage is damaged and torn on the side and not just the bent handle. What can you to do to fix this problem.

Thank you for your Help

Sent this to Hawaiin Airlines - they did not respond - My wife grew up in the Islands, and I spent 15 years there. We were involved in teaching overseas for 22+ years. Now that we can and desire to visit our home, all our miles are gone. Unlike almost every other quality airline that is honest about mileage, no matter how long you had it (this is computer work, not paperwork), we lose. All of our trips were with Hawaiian, we were trying to support a local company, but now we have Zero miles. Moving to Delta - they have kept all of our miles and do not blackmail us into using them. I see you have come to the new century, but it does us no good. If you really want to do right, give back the mileage retroactively. This is sad that such a bush league way of treating people who desired to help their home by supporting the local company. No Aloha Bra.

I made reservations for my wife and I in the Fall of 2019 for travel in Spring of '21. Yes, they are "non-refundable" tickets because we (Like Hawaiian Airlines) had NEVER HEAD OF COVID. By our travel dates, Hawaiian wasn't flying, nor were other airlines. We re-booked in April 2021. My wife and I had not received both shots yet and there were too many other restrictions and complications regarding car rental/availability, etc. So, we cancelled that trip too.

Now, our friends have moved. There is no reason to go back to Oahu. We want a total refund. This is OUR money and Hawaiian is using it to their benefit, not ours. Covid hit the airlines hard. It hit a lot of people hard, and we are among them. So if Hawaiian gets helped by our government, shouldn't they, in turn help those whose lives have also been impacted by Covid? Dave Verret DKJCYD

Original Reservation for four people round trip 8/5-8/15 & 8/17/20;
Ronald Tomita
Elaine Tomita
Jeffrey Chen
Yvette Chen
Paid reservation insurance for each person in case of cancellation which I believe was $800.00 for everybody.

I cancelled reservations to airlines due to COVID 19 closing down Hotels/Airlines.
Re-booked flight for everyone for 8/4-19/21.
Had to pay $200.00 per person or $800.00 again.
Total cost, $1, 600.00.
Talked to Katie who told me I was good until 5/22 when I cancelled back in 2020.
When I re-booked, Claire said I had to pay because I did not re-book before
end of March. She said she will e-mail me information to get a refund for my original reservation insurance I paid, no e-mail was ever received.
Went on Hawaiian Airlines website to "Voice a Concern" on two different days and their site is down due to technical difficulties.

Hawaiian airlines customer service. I've been on hold for 45 mins, tried texting and chat is not available to find out why my flights changed and I can't look up under the confirmation numbers. Every time I'm met with customer service reps that don't seem equipped to handle these changes exasperating the changes.

Our flight to Hawaii had been canceled for travel due to the coronavirus pandemic during April 7, 2020 - April 16, 2020. I am requesting the full refund amount of $1, 166.06 for both of us. This is for Daniel Cheng and Po Cheng ( Expedia Travel Itinerary #[protected] ).

According to the information issued from US Department of Transportation, airlines are obligated to provide full refund to customers whose scheduled travels are affected by the coronavirus pandemic. Due to this pandemic, our travel to Hawaii has been affected and we are eligible to get the full refund from carrier Hawaiian Airlines.

I want my full refund back in money and not any other forms like airlines credit for future travels.

Thanks for your cooperation and respond to my request in a timely manner.

While flying home from Kauai on May 19, 2019, we were given an opportunity to apply for a credit card that offered 60, 000 bonus miles and a 50% off of companion airline ticket. We were told they could be used together. I tried to book my flight and that was going fine but the website would not allow me to book my companion with the discount. I called Hawaiian Airlines and they informed me that the offers cannot be used together. I tried explaining what we were told on the Airline and they still insisted that was not allowed. They transferred me to Barclays which is the company that issued the credit card. Barclays did agree with me. They said that is what they are showing the agreement was. So, I called Hawaiian Airlines back and asked to speak to a manager. The manager insisted that they could not be used together. I believe his name was Mack. I told him what Barclays said and asked to get them on the phone but he refused. I am tired of being promised things with promotions and then they don't back up that promise. If Hawaiian is partnered with Barclays they should honor what Barclays is stating is true. I wonder how many other people were fooled into this credit card.

My husband and I took a weekend trip to surprise our son for his 30th birthday. I asked him to choose Hawaiin. I love the treats served, cookies, Guava juice and Maui onion chips. It puts me in the Hawaii mood. Our son recently moved to Hawaii, so we are expecting to take many more flights with Hawaiin airlines in the future. We forgot to check in the night before and were more than unhappy with our seat assignment. We were in the last row (which can happen ) however, my seat was partially occupied by a very large woman. I would have been squished between her and my husband, sitting like a T-Rex with arms in front of my chest. There was no way I could sustain that pose for 5 hours! I immediately asked one of the flight attendants to see if there were other seats available. They said, "Oh, are you row 44?" They knew right away what our issue was. We were told that no more seats were available. My husband expressed that we paid for two seats and were given 1 1/2. It is not fair that another passenger has to suffer due to their seat mate being extremely obese and not purchasing two seats. Sorry! That is the fact. My husband asked for an upgrade and we were told there weren't any, then two seats were found. My husband had to pay an additional $379 per seat so that we could feel comfortable since my seat was semi occupied. The large lady won because she received 3 seats to herself! We paid $700 per seat and I am a teacher with a low income! We feel that Hawaiian Airlines should reimburse us for our troubles and extra expense. Perhaps there should be some guidelines and weight restrictions for larger people in which they have to purchase two seats? We had to buy 4 seats and we have average weights! If baggage has to fit and weigh a certain amount, why can't people? I expect and hope to hear from a supervisor or whoever is in charge of this kind of situation to make it right. Thank you. Sincerely, Christine LoDestro

Dear Hawaiian airlines,

I made my first trip to Hawaii last week for 14 days with my friend, Kacila Hall, and we were blown away by how nice and hospitable the Hawaiian people are.
Although, our rental car was broken into and all my money and cards were stolen, within the first few days.

Our only sour encounter in our entire trip, including having my things stolen, was with the Hawaiian airlines, Kona, customer service team.

I was shocked at the bullying and discrimination that I received upon check in at the Kona airport.

Below is a recount on my experience.

I had a flight from Kona - Honolulu at 8.17am on 08/01/18 (code IQHOYO) and then a flight the same day from Honolulu back to Auckland (UAGCYU).

Because my wallet had been stolen, I had no access to my funds and had been transferring money to my travel buddy, she would then use her card to withdraw my funds.

When we arrived at the airport to check into our Kona-Honolulu flight we had no money on any cards on our person.
I had made transfers to my friends card the day before but it had not appeared as available funds.
When I went to check in my 2 bags I was told I had to pay for them.
I think the manager/Rep I was dealing with was Kirsty.
After explaining that I had been robbed, that I had a international connecting flight in Honolulu to make, and providing the police reports I was told by the manager that it "wasn't her problem" and that "i should have thought about this before i came to the airport" when I asked what I should do she said "we will just wait until you find some money before we check your bags in".

After a while Kacila, my travel buddy, managed to increase the limit on her overdraft so we could pay for the bags.

I returned to the counter to pay for the bags and check in and was told that the body board tapped thoroughly to my surfboard bag with duct tape would count as a 3rd bag and I needed to pay for it.
I explained that I had flown with Hawaiian airlines twince with my board packaged this way and it was never a problem, that is was secure and there was no way the body board could fall off, unless someone cut the duct tape.
Her response was she will remove the tape and it will be a third item, so I could either pay for it or remove it and throw it away.

Deciding to throw away the board I removed it from the surfboard.
At this point I was distressed at being singled out and picked on by the staff member and also that we were about to miss our flight.
I requested the name of the manager I was dealing with and said I intended to lay a complaint against her.
I cussed that I was "effing pissed off at this service"
This language was the wrong behaviour on my part, and I should not have sworn, I recognize that.
After my cussing the representative took me off the flight and refused to book me on to any further flights.

I left the counter distraught and in tears.
We spent the next couple of hours on the phone trying to get a flight to Honolulu.

The complication was that The Hawaiian airlines reservation team, apparently, could not change our flights, the travel agent that booked the flights had to do it.
But our travel agent could not rebook because of the +22 hour time difference, he couldn't book flights in the past.
He, apparently, needed to authorize Hawaiian airlines to change the flight at the airport counter, but the representatives at the airport refused to serve either myself or Kacila.

Eventually we had our flights changed over the phone by the Hawaiian airlines reservation team, for a fee, and I paid for my bags and checked in online.

I have since been informed by 2 different Hawaiian airline staff and the customer care team that I should never have had to pay for my bags in the first place.
Although my flights were on different bookings, it was possible to check in my luggage and have it transferred to my next flight, an international flight, as baggage is already included on all international flights.
Which also would have saved me having to collect my bags, recheck them in and go through security.

I am stunned at the behaviour of the Hawaiian airline representative that I dealt with.
Not only was she not helpful, but from the moment I arrived at the counter she did everything in her power to hinder my journey.
No consideration or empathy was given for my situation, robbed and unable to access my funds.
When I found the funds to pay for the bags, she decided to charge me for a 3rd bag, why she had not mentioned previously.
And to discover at the end that it was not required that I pay for baggage in the first place.

I hope that this behavior does not represent Hawaiian airlines and I would hope Hawaiian Airlines will try and make this right.
I think the managers name was Kirsty.

Kind Regards
Georgie Young

So I have a couple of things to discuss.

I live in Hawaii and we always fly Hawaiian because there are some many good things to say about this airline.

However I have to say that because of a couple of recent incidents I am very disappointed.

My wife tried to book her mother a trip to visit us in Hawaii and spend time with her grand daughter. We have purchased Hawaiian Air gift cards for Christmas, Mothers Day and Birthday in hopes one day she will visit us. When trying to book the airfare it was extremely difficult to do and so many terms and conditions I would warn anyone when doing business with this company to beware.

We wanted to book an extra comfort seat and this could not be done with a gift card. Gift cards are dollar for dollar so why do you restrict being able to upgrade this.

In the end we booked the ticket with the gift card and then logged back on to upgrade to extra comfort with another form of payment.

We also could not add insurance to the ticket with a gift card. We could add the insurance by using a third party suggestion from HA but the cost was double.

NOW...…….today my wife was looking online at her account as was I since I just returned from a trip from Vancouver. She suggested share her miles to me since I travel more. I said look into it.

The way HA sets up their website is very misleading. We are not old and we are pretty tech savvy. I could just imagine how much older people or people that don't realize they are being taken advantage of.

The website states a $25 transfer fee and a .01 per mile additional fee. My wife was going through the prompts and we were discussing the transfer and should we do it. She never got a screen to confirm the transaction and before we knew it we were charged.

Right away, I called the HA customer service line and got hung up on 2 times. I finally got someone on the other line and explained that we need to cancel this transaction bc we never agreed to the transaction. Also I was pointing out the very misleading website and the only thing this share miles program is trying to do is encourage people to sign up for their credit card. The girl on the phone told me they could not cancel it but said if you apply for the card we will not charge you the fee.

I said that is great but what about the fact that the website never gave us a confirmation page to complete the transaction. This all in itself is completely wrong.

I spoke with someone else a supervisor and he agreed he could refund the money but it would take 7 days. He also took me through the scripted conversation to tell me if I applied for the credit card there would be no fee.

BE CAREFUL PEOPLE ….THESE GUYS HAVE GREAT PLANES AND I LOVE FLYING WITH THEM BUT IF THEY WANT TO DO THIS SHADY STUFF...JUST WATCH OUT ..

First Name: Jeanne
Last Name: Bear
Email: [protected]@gmail.com
Phone: [protected]
Address: 1292 Guerrero Street
Address 2:
Address 3:
City: San Francisco
State: CA
Zip: 94110
Country: USA
HM#: [protected]
Pax First Name: Jeanne
Pax Last Name: Bear
Travel Date: 10/02/2018
Origin: LIH
Destination: OAK
Flight No: 68
PNR: WSUAPI
Ticket No: [protected]
Origin Country: United States
Category: GeneralQuestions
Topic: Refund
Subtopic1: Change Cancel Fees
Subtopic2:
Environment: http://www.hawaiianairlines.com/contact-us/email/request
Description:
Hello, I'd like to request refunds for TWO tickets, #[protected] for myself and for #[protected] for Danielle Nolan for travel from Lihue to Oakland on 10/2/2018. We wish to cancel because the house we have rented in Haena cannot be reached until after the end of October, 2018 due to road closure from mudslides. The house we rented (a VRBO) will refund our money in total because the Hawaiian DOT has closed the road to tourists for reconstruction after 11 mudslides. Only locals can travel the roads in special convoys operated at special times by the DOT...NO tourist areas are open for rent until after the DOT finishes repairing the road. We had planned this trip because we wished to stay in a special home in Haena for my 65th birthday, which is in late September. Due to this unforeseen weather in April, and the floods, the roads are inaccessible and so we have to cancel our trip. We ask your understanding and cooperation in providing us with a full refund for the $496.60. I can give you the full address of the house we rented so that you can confirm the cancellation with them. Parrish Collection, a rental agency in Kauai, handled this rental located at 5-7107 Kuhio Hwy, Haena, HI 96714. The house is called the Tropical Bamboo Hideaway and the reservation number is: #123283. You may reach Parrish Collection rentals at [protected]. The dates we rented are: 9/25 until 10/2. They will confirm that the road to this house is under construction. The owner of the home, Geoff Flint, advised us by email that the Hawaiian Dept. of Transportation (DOT) has closed the road for repairs until after October, 2018. We will accept their full refund of our fund for staying in the home from 9/25-10/2. We sincerely hope that Hawaiian Airlines will do the same for us. Should you wish to talk with me about this, please feel free to call me at [protected]. Thank you,

[---001:003577:29946---]
Dear BBB, Hawaiian Airlines refused to refund our funds OR issue credit without assessing a change fee of $200 per person/per ticket when the issue with our travel is the condition of the road to our rental...it is not in our control. The Hawaiian DOT has closed the road to our rental until after October, 2018. We cannot change our travel plans and are unable to go on the dates previously booked. We would be happy with credit on a future flight, but NOT subject to the $200 change fee. Will you please waive our change fees and we will rebook for 2019? Thank you.

On a 6/14/18 flight from Osaka to Honolulu my wife and I purchased preferred seating as we wanted more comfortable seating to be able to get some sleep since this was an 8 hour flight. Our seats were in !7 A & B and just before take off I noticed that the entire middle section row opposite our seats were unoccupied. I then overheard a male flight attendant tell a female attendant that he was moving a couple with an infant to this unoccupied row and did so. The result of this was that throughout the entire flight my wife and I were subjected to repeated and continuous loud crying, shrieking and shouting from the infant which the parents were unable to control and resulted in undue stress on my wife and myself through the entire flight as we were unable to get any sleep, let alone relax in any manner. Upon disembarking in Honolulu my wife and I were totally exhausted, stressed and upset.

I had the misfortune to fly business class with Hawaiian Airlines on Friday the 22nd May from Honolulu to Brisbane... I had originally booked with Qantas using my points but decided to cancel and rebook with Hawaiian so I could fly directly into Brisbane... BUT I have to say it was the worst service I have ever had on any airline in Business class... I have travelled a lot on Hawaiian always in economy and have always been very happy in fact the service is much better... The cabin looked lovely and I thought great this will be a great experience was I mistaken... I boarded the flight at 2pm we were served a meal as soon as we were in the air which was very nice then no one came near us until about 2 hours out of Brisbane with a very stale tough chicken roll? leaving 6 hours of no service at all not even a bottle of water... come on Hawaiian get your act together...

My husband and I booked a round trip ticket from LAX to Kona (HI) for our 20 year anniversary through Costco. We drove to LAX from our house for flight out Monday April 23rd, 2018 at 11am (flight 61 LAX to Kona). It is 90 miles from our home to LAX we left at 7am (4 hours before our flight). Due to traffic and an accident, it took 3.5 hours to get there. When we arrived at the counter at 10:25am we were told that check in had closed at 10;15am (we had prepaid our bag and checked in online). They told us there was "nothing they could do", we would have to wait for a flight the NEXT DAY. We didn't cause a scene and agreed to take a flight the next day (same flight, just the next day). We were told there were 154 available seats on the flight for Tuesday April 24. We paid to stay in a hotel by the airport so we would be close by and not have to deal with traffic. So then on Tuesday 4/24 we arrived at the airport at 8;30am (2.5 hours before our flight) only to be told that our flight had been CANCELLED due to "maintenance issues." There would be no other flights to Kona and they did not have an obligation to find us another flight because we were not confirmed on the new flight (even though the guy at the ticket counter the day before had told us we were). It was OUR FAULT since we missed our flight the previous day. So not only did they not find us another flight, but they charged us $200 EACH for a cancellation fee and wouldn't reimburse our $25 baggage fee. We ended up having to cancel our 20 year anniversary trip all together! So sad and disappointing! Their workers have the WORST attitude and don't even try to help make things right! I will never travel on HA again and have told all my friends why they are so terrible!

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.

On February 23, 2018 I flew out from Honolulu to Lanai (reservation code YSHPAA), on flight HA616, departing at 3:00 p.m.
The boarding pass agent failed to announce all 3 zones which lead to the plane nearly leaving some of the passengers including myself behind. The boarding time was delayed from 2:36 pm to 2:47 pm. Once given the okay to board, the agent called zone 1 and 2, then preceded to do other things including conversing with an acquaintance for a period of time. Then the flight information board was turned off. A passenger went up to the agent to inquire about the flight because at no time did the agent announce zone 3 to board. No apology was said and we boarded. However, once we got to the ground level, we could see the ground crew putting the ramp back to the plane. The plane was going to leave without some of the passengers.
What sense is there to have zones when the agent cannot do her job efficiently. Why is there no last call for passenger announcement? It appears the airline does not care if a passenger boards or not.

My family of five was scheduled for Flight HA 11 from SFO to HNL with a departure time of 8:55am. At around 8:16am, there was an announcement regarding the flight being delayed for 7 hours with a new scheduled departure of 4:30pm. When we were all moved to a different gate, we stood in line for about 20-30 minutes when another announcement came on asking everyone with the delayed flight to take a seat and that accommodations would be made. We sat and waited for a while and around 9:40am, I noticed people who had been on the delayed flight were able to check into the another flight, 41. So I went to wait in line to ask if we could be accommodated. After getting to the counter, Christina said it was possible and stated she needed everyone up at the counter. I signaled to my family but as we were boarding, I realized my husband wasn't there. I called him and he had gone out of the gate area thinking we would not be accommodated. We came back out of the tunnel area and I apologized and told Christina we would wait for the 4:30pm flight since my husband wasn't there. At this, she became upset and yanked the tickets from my hand and all three of my kids' hand, visibly angry. I apologized again and she made a comment stating "This is why I asked if everyone in your party was here." I responded that I thought we were. She then raised her voice stating that "you guys are the reason why this flight (41) is delayed". As upset and frustrated as I already was about a 7- hour delay, I did respond that it wouldn't have happened if the original flight wasn't delayed. Also, at this time, there were still other customers who were going into the tunnel area. This is my family's first time flying with Hawaiian Airlines and it has been a complete mess with rude service. When there are flights delayed for 7.5 hours, I would think that the airline would better train their employees to understand the frustration of its customers instead of blaming them for causing another delayed flight or yanking tickets out of kids' hands when there are additional people boarding after.

On December 30, 2017, my wife & I took a flight from Oakland headed for Oahu. Unfortunately, the flight was diverted to LAX because of a maintenance issue. As a result, we missed our cruise ship & we incurred additional travel costs. They have yet to respond to our request for reimbursement & never offered anything for our inconvenience. We will never fly with Hawaiin Airlines again.