LJNJ Family LLC review: Hawaiian vacations

I originally booked a reservation online that included air/rental car/ hotel at the Ritz Carlton Kapalua and paid for it. We originally thought to stay in Honolulu overnight when flying from Arizona. However, we soon realized that we could continue on to Maui and be in the Ritz in about the same amount of time. When I went to cancel the flight and add a day to the hotel, the "chat bot" cancelled our entire reservation including the hotel. I immediately (within 5 minutes) called Hawaiian airlines to help resolve this problem. After waiting over an hour for a live person, I was told that my reservation and money was "gone" and that there was nothing Hawaiian could do. I then spoke to a supervisor named "JAS" who said she would contact Ritz and get back to me in about 72 hours. Well, as of this complaint its been 6 days with no reply. Additionally, I called again today. after again waiting (40 minutes this time) I was greeted by a completely clueless agent who could not understand what I was saying and told me to "call back" when a supervisor was available. When I asked when that would be, she said "I don't know". wow, this has been dreadful customer service!

Leroy Harding

#34PEZJ

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