Hawaiian Airlines

I booked travel for my family with Hawaiin Airlines. Through the online booking process the website, in LARGE letters said I had 7 days to cancel my reservations. In order to get best pricing they said that was available “that day” I went ahead and purchased my tickets. I then called back day 6 to cancel my reservations. After being on hold for a very long time I encountered a “Supervisor” name: “Martin ID GKO”. Martin just kept repeating over and over their cancellation policy. He did not care about the “7 Day to Cancel” that was posted on the website offer (which now has been taken down). Martin essentially told me “It’s your problem not mine…” Can you believe that? I’ve never been spoken to so rudely by a customer service rep… When I asked him for an exception to cancel the trip for me and my family, he said “Aint gonna happen” and then he actually said “its your perogative to go on social media sites INCLUDING the Rip Off Report and post how you feel” – yes, he actually told me to post on the Rip Off Report… then he chuckled before hanging up on me. Too bad, I thought this airline had class but rude customer service reps that Martin ID GKO will keep me away from using them again.. there’s other airlines that can get you to Hawaii!!

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.

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.