Aloha Mr***,We have reviewed the reservation for Ms*** *** and Mr*** ***. Their tickets were issued by an agency, and their travel date was changed from April to April through our Reservations DepartmentAlthough there is no fee to change the date on a government
ticket, Hawaiian Airlines charges a $per ticket handling fee to re-issue tickets that were originally issued by an agencyFor more information on our ticketing fees, please see our website.As a one-time exception, we have refunded the $fee to the credit card used to make the chargeOur records show the refund was processed on April 7, and we ask Mr*** to please allow to billing cycles for this credit to appear on his statement.Mr***, thank you for contacting us on Mr***'s behalfWe look forward to serving him in his future travels.Sincerely,Ron A***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs2/26/- Case: CN-*** *** *** - [email protected] Aloha Ms. ***, We received your response that you filed with the Revdex.com and understand that you are still unhappy with our response. As we have previously mentioned, our automated system advises customers when there are schedule changes, through email or a contact phone number in the record and then documents the reservationWe understand you requested a copy of the notification, however we do not have a copy to send to youBelow is a segment of your past-dated itinerary that shows an email was sent to you on August 21, at 3:p.mPSTWe also tried to call you at *** but it was an invalid number. *** *** *** *** *** *** *** As stated in the agreement between Hawaiian Airlines and its customers (Contract of Carriage), our schedules are subject to change without notice, and we recommend that customers call to reconfirm their flights within hours of departureYou can click here to see Rule in our Contract of Carriage. Respectfully, we still consider this matter closed. Sincerely,*** *** Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because:I needed to take leave without pay from work because of the flight being cancelled I did not have enough vacation when I did not go into work on 2/so I needed to take leave without pay I am also looking to get compensated for the day of work missed I make $an hour at hours a day So I am seeking an additional $ This is still less than the $for the leg that was cancelled but I will be willing to settle the matter for $
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:back to my original c/o...the fares we advertised to be available between 12/and 12/It didn't say anything @ sold outIt should have been amended to say these fares are already sold out or the ad should have been removed after the seats were all sold outSneaky ad/ borderline advertising !!!!! This is no way to run your airline it's just a bait and switch ad...so beneath you...amend your ways
Sincerely,
*** ***
Message From Consumer Affairs3/31/- Case: CN-*** Ms*** *** * *** Aloha Ms. ***, We received your complaint to the Revdex.com. We're sorry for any misunderstanding you may have had regarding your
ticket. As you requested, we have refunded your ticket payment of $For security reasons, all refunds are processed to the original form of paymentDepending on your billing cycle, this credit should appear on your next statement or the one thereafter. We see your ticket was purchased on March 12, however, because your credit card had initially declined we had contacted you to request another form of payment. Again, we apologize for any misunderstanding there may have been. Thank you for allowing us the opportunity to respond to your concerns. Sincerely,*** ***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
From: Hawaiian Airlines: Consumer Affairs Office ***To: ***Subject: RE: Hawaiian Airlines, Consumer Affairs Office - CN-***Date: 2/10/1:PMBody:Aloha Ms***,Thank you for your suggestionPlease note that the booking
period purchase information was also included in the link you had provided to us under "Neighbor Island Flash Sale". Mahalo,*** ***Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeFrom:i***Sent:2/10/12:PMTo:***Subject:Re: Hawaiian Airlines, Consumer Affairs Office - CN-***Thank you, ***.Matter resolved but in the future it should have been expressed more clearly about the purchase date.*** ***
Message From Consumer Affairs12/8/- Case: CN-*** *** *** * *** re: *** *** Aloha Ms***, We're sorry to learn you were disappointed with the service you received from *** ***
Assistance. Please be assured that we have shared your comments with *** for their internal reviewIn case you need to follow up with them regarding your case, they may be reached toll-free at ***. Although your tickets are non-refundable, as a courtesy, we have authorized our Reservations Department to waive your change fees of $per personYou will be required to pay any additional fare difference. When you are ready to rebook your flights, please call our Reservations Department toll-free (within the U.Sand Canada) at *** and refer to your electronic ticket numbers *** and ***. Please note that your tickets are only valid for rebooking until August 24, 2015, at which point they will expire from our systemWe recommend calling as soon as you know your new travel dates. When rebooking your flight, you may select travel dates up to days from the date you book your flightFor example, if you use your credit on July 15, 2015, you may select flights as late as June 9, 2016. Ms***, thank you for taking the time to let us know about your experienceWe offer our congratulations on the upcoming addition to your family, and we look forward to serving you in your future travels. Sincerely,Ron A*** Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeMessage From Consumer Affairs12/8/- Case: CN-*** *** *** * *** re: *** *** Aloha Ms***, We're sorry to learn you were disappointed with the service you received from *** *** Assistance. Please be assured that we have shared your comments with *** for their internal reviewIn case you need to follow up with them regarding your case, they may be reached toll-free at ***. Although your tickets are non-refundable, as a courtesy, we have authorized our Reservations Department to waive your change fees of $per personYou will be required to pay any additional fare difference. When you are ready to rebook your flights, please call our Reservations Department toll-free (within the U.Sand Canada) at *** and refer to your electronic ticket numbers *** and ***. Please note that your tickets are only valid for rebooking until August 24, 2015, at which point they will expire from our systemWe recommend calling as soon as you know your new travel dates. When rebooking your flight, you may select travel dates up to days from the date you book your flightFor example, if you use your credit on July 15, 2015, you may select flights as late as June 9, 2016. Ms***, thank you for taking the time to let us know about your experienceWe offer our congratulations on the upcoming addition to your family, and we look forward to serving you in your future travels. Sincerely,Ron A*** Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs3/11/- Case: CN-*** *** *** * *** Dear Mr***, We received your complaint to the Revdex.com today. On behalf of Hawaiian Airlines, we apologize again for your flight delay to Honolulu and
for any inconvenience it may have causedWe know how frustrating this delay must have been, and we do sympathize with your situation. For auditing purposes, we're unable to issue cash refunds without a receipt for your transactionsAs a goodwill gesture, we're issuing you a $eTravel Credit, good for future travel on Hawaiian AirlinesPlease note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5-business days. We do not provide reports about cancellations for other airlinesOur official internal statement is that flight on February was delayed due to weather related reasons. Your case was reviewed by our Senior Manager of Consumer Affairs and regretfully, we're unable to refund the return portion of your ticket as requested. We appreciate the opportunity to respond to you, and respectfully, we consider this matter closed. Sincerely,Lawrence K*** Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Thank you for your patience as we investigated your caseWe have also received your complaint to the Revdex.com and have responded on their websiteWe are sorry to hear that you missed your flight but are happy to hear you were able to rebook and go on your trip. We show you purchased a new
ticket online to arrive in Hilo on October since our Reservations Department could only rebook you to arrive on October 22. Our Reservations Department will try their best to rebook customers who miss their flights, however flight availability is constantly changing. As a courtesy, we have authorized a refund for the following to your credit card ending in ***. The credits should appear on your next statement. $200 change fee on ticket ***$change fee on ticket 1732148672851$remaining fare difference on ticket 1732148672851 Thank you for choosing Hawaiian Airlines. Sincerely,Malia Park Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeMessage From Consumer Affairs11/18/- Case: CN-00928279 *** *** - [email protected] Aloha Ms. Stafford, Thank you for your patience as we investigated your caseWe have also received your complaint to the Revdex.com and have responded on their websiteWe are sorry to hear that you missed your flight but are happy to hear you were able to rebook and go on your trip. We show you purchased a new ticket online to arrive in Hilo on October since our Reservations Department could only rebook you to arrive on October 22. Our Reservations Department will try their best to rebook customers who miss their flights, however flight availability is constantly changing. As a courtesy, we have authorized a refund for the following to your credit card ending in ***. The credits should appear on your next statement. $200 change fee on ticket ***$change fee on ticket 1732148672851$remaining fare difference on ticket 1732148672851 Thank you for choosing Hawaiian Airlines
Aloha Mr. We received your complaint through the Hawaii Revdex.comIt appears you're not satisfied with our response, and we're sorry to hear that. Our replies, which are included below, explained our findings that we received from you as well as our Honolulu Airport Chief AgentMost importantly, it noted the ACAA requirements relevant to this situation We understand that you were displeased with how it was handled, and your feedback was shared with our Honolulu Airport ManagersWe continually look at ways for improvement, so that our guest's may have an enjoyable travel experienceThank you again for your feedback.We believe our response was appropriate for this matterRespectfully, we will consider this issue closedNo further response will be forthcoming
Aloha Ms. ***, Thank you for taking the time to contact us. As a courtesy, we will redeposit the HawaiianMiles used to pay for your award tickets, waiving the redeposit fee. Please allow up to business days for these miles to be posted to your
account. Thank you for choosing Hawaiian Airlines
*** ***Message From Consumer Affairs2/27/- Case: CN-*** *** *** * *** Aloha Mr***, We received your complaint to the Revdex.com on February 26. On behalf of Hawaiian Airlines, we're very sorry that you did not
receive your bonus miles from our promotion being offered through our Hawaiian Airlines Vacation Package DeskThe 1,miles will be posted to your HawaiianMiles account within the next 5-business daysAs a goodwill gesture, you'll be receiving an additional bonus miles. At the time of your purchase, Hawaiian Airlines Vacation Package purchases were not eligible to receive double milesAs a goodwill gesture, we will be posting miles for the purchase of the package to your accountPlease allow up to days for this to be processed. We thank you for taking the time to let us know about your experience. Sincerely,*** *** Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms***, We're sorry to hear about your unpleasant experience when you checked in at our Los Angeles AirportAs a customer, you are considered our valued guest, so there's never an acceptable excuse for poor serviceI shared your comments with our Los Angeles Airport Managers for
corrective action regarding the bag falling and poor service. The confirmation code used on our kiosks, must be the Hawaiian Airlines six-letter confirmation codeRegrettably, our system cannot recognize another airline's code. I also understand you wanted to use your mother's credit card to pay for your bagOur agent notated that your mother had already left the airport, and you had her credit card number written downFor security reasons, we need to have the credit card holder present when charges are approved. As a courtesy, we're in the process of issuing two $eTravel Credits. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within - business daysWe recommend that you add *** to your accepted email recipient list so the email is not misdirected to your spam folder. Again, we apologize that we did not meet your expectationsWe hope to have the opportunity to serve you in the future. Sincerely,
Message From Consumer Affairs3/20/- Case: *** *** * *** Aloha Ms. ***, Thank you for your patience in awaiting our responseWe received your case from the Revdex.com (Revdex.com) .Your case has been reviewed by
management. As we mentioned in our previous responses to you, your flight delay from *** *** to Honolulu on February 15, was delayed due to weatherAlthough we were prepared to depart as scheduled, adverse weather conditions prevented us from doing so. Please know that the safety of our guests and employees is our highest priority. Unfortunately, the *** Airport Customs and Immigration Department prohibits customers and employees from remaining in the international terminal during its closure. The airport authorities did not allow us, or any airline, to stay within the gate areaThey advised us that all of our guests needed to proceed to the meeting rooms in their domestic terminal.Our Airport Manager had confirmed that hotels near the *** and *** area were fullThis was mainly due to the Chinese New Year holiday which also affected other airlines, who had to cancel/delay their flights for the same reason.In regards to the meal vouchers we didn't offer it to our guests immediately since the vendors were closedHowever, we worked with Customs to distribute in-flight meals we had, but we were not allowed to offload beverages. We understand you were very disappointed in how the delay was handled and we appreciate your feedback We have shared your concerns with our *** management team for their review. While we understand that you were inconvenienced by our delay, this situation was beyond our control. Normally in cases of delay due to weather, no compensation is offered. However, I understand there was some miscommunication at the airport regarding reimbursementWe received your receipts, however we are unable to reimburse your bag and onsen feesDue to the delay, management has only authorized meals and transportation expenses to be reimbursable. Usually documentation is required for reimbursement to be considered but I know you mentioned that you no longer have these receipts. We received your receipts, however we are unable to reimburse your bag and onsen feesDue to the delay, management has only authorized meals and transportation expenses to be reimbursable. Usually documentation is required for reimbursement to be considered but I know you mentioned that you no longer have these receipts. As a gesture of goodwill, we issued you a $51 eTravel Credit for the amount you said that you paid for taxi and meals, good for future travel on Hawaiian Airlines. Based on the facts of your case, we consider our decision to be fair and appropriateRespectfully, we consider this matter closed. Sincerely,*** *** Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs11/18/- Case: CN-*** *** *** * *** *** *** ***, We received your complaint from the Hawaii Revdex.com and we’re sorry to hear about your unpleasant experience on October 24, 2014. I can
see that you preferred to standby on the 2:pm departure, but your name was not listed on this standby list. However, I do see your name on the two flights thereafter. We take experiences such as this very seriously, and I'll be sure to alert our Honolulu Airport Managers for corrective action. Although we are unable to provide you with 10,miles, as a courtesy, we're in the process of issuing you a $50 eTravel Credit, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within - business daysWe recommend that you add “*** to your accepted email recipient list so the email is not misdirected to your spam folder. Thank you for taking the time to let us know about your experience. Sincerely, *** Fox Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because: the business will not honor what they said they would reimburse at the time of the delay or cancellation. Other people on the same flight have been awarded more compensation and without receipts, so it is unfair in my opinion that I have receipts was told I would be reimbursed and am not. I do not want a $eTicket, for I will not be utilizing Hawaiian Airlines as my travel carrier any longer, instead whatever measly compensation they have chosen to give me, I would like in cash (check). I refuse to give hundreds of thousands of dollars any longer to a company who doesn't value my patronage
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:I had opened the credit card while flying to Hawaii using Hawaiian AirlinesThe representative did not state or go over the promotions during the time I signed upThis is very misleading towards the customerI am very disappointed with Hawaiian Airlines on how they addressed this issueIf I would have known what I got myself into then I would have not open another credit cardWhat Hawaiian Airlines offers was not a deal at allI regret opening a credit card with Hawaiian AirlinesI will make sure to inform friends and families to be careful when opening a credit card with Hawaiian Airlines.
Sincerely,
*** ***
Message From Consumer Affairs 1/20/- Case: CN-*** Ms*** *** -*** Aloha Ms***, We thank you for your
patience while awaiting our reply We received your complaint to the Revdex.comWe'resorry that you were not aware of the rules when redeeming your 50% discount travel companion certificatePlease know, that we'veshared your feedback with our Credit Card Marketing team Regrettably, we are unable to grant your request to apply the companion discount to a single ticket for yourself or combine it with anaward ticket or offer any type of compensation As our Chief Reservations Agent mentioned, as the primary cardholder of our Hawaiian Airlines World Elite *** ***, you are eligible to earnaone-time 50% discount towards around trip coach fare for yourself and another guestAs stated in the Terms and Conditions, this offer may not be combined with, applied to, or applied towards HawaiianMiles flight awards redeemed using milesAdditionally, this does not apply to multi-city itineraries For more information aboutyour premium card benefits, please click here We appreciate the opportunity to respond to you and respectfully we consider this matter closed Sincerely, *** *** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Aloha Mr. [redacted],
We’re sorry to learn
about your experience with Hawaiian Airlines at the Honolulu Airport. As a
customer, you are our valued guest, so we want to do all we can to give you the
best possible service.
Experiences such as
yours are taken very seriously. You may...
be assured that we have shared your
comments about the service you received with our airport management team in
Honolulu for their internal review.
We regret any confusion
about the restrictions of the ticket you purchased at the airport to meet the
Electronic System for Travel Authorization requirements. However, we're unable
to refund the cancelation penalty. As a courtesy, we are issuing you a $300
Travel Credit, good for future travel on Hawaiian Airlines. The credit
information, instructions for redemption and Terms and Conditions will be sent
under separate cover. We ask for your patience as you await its arrival.
Each guest is
responsible for complying with all laws, regulations and travel requirements of
the countries they are flying from, into or over. The carrier is not liable for
any information or aid provided by an agent or employee in connection with
obtaining the necessary documents or complying with the laws and regulations.
For more information,
please see our International Contract of Carriage (the
agreement between Hawaiian Airlines and our guests).
Mr. [redacted], thank you
for taking the time to let us know about your experience.
Sincerely,
Aloha Mr***,We have reviewed the reservation for Ms*** *** and Mr*** ***. Their tickets were issued by an agency, and their travel date was changed from April to April through our Reservations DepartmentAlthough there is no fee to change the date on a government
ticket, Hawaiian Airlines charges a $per ticket handling fee to re-issue tickets that were originally issued by an agencyFor more information on our ticketing fees, please see our website.As a one-time exception, we have refunded the $fee to the credit card used to make the chargeOur records show the refund was processed on April 7, and we ask Mr*** to please allow to billing cycles for this credit to appear on his statement.Mr***, thank you for contacting us on Mr***'s behalfWe look forward to serving him in his future travels.Sincerely,Ron A***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs2/26/- Case: CN-*** *** *** - [email protected] Aloha Ms. ***, We received your response that you filed with the Revdex.com and understand that you are still unhappy with our response. As we have previously mentioned, our automated system advises customers when there are schedule changes, through email or a contact phone number in the record and then documents the reservationWe understand you requested a copy of the notification, however we do not have a copy to send to youBelow is a segment of your past-dated itinerary that shows an email was sent to you on August 21, at 3:p.mPSTWe also tried to call you at *** but it was an invalid number. *** *** *** *** *** *** *** As stated in the agreement between Hawaiian Airlines and its customers (Contract of Carriage), our schedules are subject to change without notice, and we recommend that customers call to reconfirm their flights within hours of departureYou can click here to see Rule in our Contract of Carriage. Respectfully, we still consider this matter closed. Sincerely,*** *** Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because:I needed to take leave without pay from work because of the flight being cancelled I did not have enough vacation when I did not go into work on 2/so I needed to take leave without pay I am also looking to get compensated for the day of work missed I make $an hour at hours a day So I am seeking an additional $ This is still less than the $for the leg that was cancelled but I will be willing to settle the matter for $
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:back to my original c/o...the fares we advertised to be available between 12/and 12/It didn't say anything @ sold outIt should have been amended to say these fares are already sold out or the ad should have been removed after the seats were all sold outSneaky ad/ borderline advertising !!!!! This is no way to run your airline it's just a bait and switch ad...so beneath you...amend your ways
Sincerely,
*** ***
Message From Consumer Affairs3/31/- Case: CN-*** Ms*** *** * *** Aloha Ms. ***, We received your complaint to the Revdex.com. We're sorry for any misunderstanding you may have had regarding your
ticket. As you requested, we have refunded your ticket payment of $For security reasons, all refunds are processed to the original form of paymentDepending on your billing cycle, this credit should appear on your next statement or the one thereafter. We see your ticket was purchased on March 12, however, because your credit card had initially declined we had contacted you to request another form of payment. Again, we apologize for any misunderstanding there may have been. Thank you for allowing us the opportunity to respond to your concerns. Sincerely,*** ***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
From: Hawaiian Airlines: Consumer Affairs Office ***To: ***Subject: RE: Hawaiian Airlines, Consumer Affairs Office - CN-***Date: 2/10/1:PMBody:Aloha Ms***,Thank you for your suggestionPlease note that the booking
period purchase information was also included in the link you had provided to us under "Neighbor Island Flash Sale". Mahalo,*** ***Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeFrom:i***Sent:2/10/12:PMTo:***Subject:Re: Hawaiian Airlines, Consumer Affairs Office - CN-***Thank you, ***.Matter resolved but in the future it should have been expressed more clearly about the purchase date.*** ***
Message From Consumer Affairs12/8/- Case: CN-*** *** *** * *** re: *** *** Aloha Ms***, We're sorry to learn you were disappointed with the service you received from *** ***
Assistance. Please be assured that we have shared your comments with *** for their internal reviewIn case you need to follow up with them regarding your case, they may be reached toll-free at ***. Although your tickets are non-refundable, as a courtesy, we have authorized our Reservations Department to waive your change fees of $per personYou will be required to pay any additional fare difference. When you are ready to rebook your flights, please call our Reservations Department toll-free (within the U.Sand Canada) at *** and refer to your electronic ticket numbers *** and ***. Please note that your tickets are only valid for rebooking until August 24, 2015, at which point they will expire from our systemWe recommend calling as soon as you know your new travel dates. When rebooking your flight, you may select travel dates up to days from the date you book your flightFor example, if you use your credit on July 15, 2015, you may select flights as late as June 9, 2016. Ms***, thank you for taking the time to let us know about your experienceWe offer our congratulations on the upcoming addition to your family, and we look forward to serving you in your future travels. Sincerely,Ron A*** Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeMessage From Consumer Affairs12/8/- Case: CN-*** *** *** * *** re: *** *** Aloha Ms***, We're sorry to learn you were disappointed with the service you received from *** *** Assistance. Please be assured that we have shared your comments with *** for their internal reviewIn case you need to follow up with them regarding your case, they may be reached toll-free at ***. Although your tickets are non-refundable, as a courtesy, we have authorized our Reservations Department to waive your change fees of $per personYou will be required to pay any additional fare difference. When you are ready to rebook your flights, please call our Reservations Department toll-free (within the U.Sand Canada) at *** and refer to your electronic ticket numbers *** and ***. Please note that your tickets are only valid for rebooking until August 24, 2015, at which point they will expire from our systemWe recommend calling as soon as you know your new travel dates. When rebooking your flight, you may select travel dates up to days from the date you book your flightFor example, if you use your credit on July 15, 2015, you may select flights as late as June 9, 2016. Ms***, thank you for taking the time to let us know about your experienceWe offer our congratulations on the upcoming addition to your family, and we look forward to serving you in your future travels. Sincerely,Ron A*** Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs3/11/- Case: CN-*** *** *** * *** Dear Mr***, We received your complaint to the Revdex.com today. On behalf of Hawaiian Airlines, we apologize again for your flight delay to Honolulu and
for any inconvenience it may have causedWe know how frustrating this delay must have been, and we do sympathize with your situation. For auditing purposes, we're unable to issue cash refunds without a receipt for your transactionsAs a goodwill gesture, we're issuing you a $eTravel Credit, good for future travel on Hawaiian AirlinesPlease note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5-business days. We do not provide reports about cancellations for other airlinesOur official internal statement is that flight on February was delayed due to weather related reasons. Your case was reviewed by our Senior Manager of Consumer Affairs and regretfully, we're unable to refund the return portion of your ticket as requested. We appreciate the opportunity to respond to you, and respectfully, we consider this matter closed. Sincerely,Lawrence K*** Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Thank you for your patience as we investigated your caseWe have also received your complaint to the Revdex.com and have responded on their websiteWe are sorry to hear that you missed your flight but are happy to hear you were able to rebook and go on your trip. We show you purchased a new
ticket online to arrive in Hilo on October since our Reservations Department could only rebook you to arrive on October 22. Our Reservations Department will try their best to rebook customers who miss their flights, however flight availability is constantly changing. As a courtesy, we have authorized a refund for the following to your credit card ending in ***. The credits should appear on your next statement. $200 change fee on ticket ***$change fee on ticket 1732148672851$remaining fare difference on ticket 1732148672851 Thank you for choosing Hawaiian Airlines. Sincerely,Malia Park Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeMessage From Consumer Affairs11/18/- Case: CN-00928279 *** *** - [email protected] Aloha Ms. Stafford, Thank you for your patience as we investigated your caseWe have also received your complaint to the Revdex.com and have responded on their websiteWe are sorry to hear that you missed your flight but are happy to hear you were able to rebook and go on your trip. We show you purchased a new ticket online to arrive in Hilo on October since our Reservations Department could only rebook you to arrive on October 22. Our Reservations Department will try their best to rebook customers who miss their flights, however flight availability is constantly changing. As a courtesy, we have authorized a refund for the following to your credit card ending in ***. The credits should appear on your next statement. $200 change fee on ticket ***$change fee on ticket 1732148672851$remaining fare difference on ticket 1732148672851 Thank you for choosing Hawaiian Airlines
Aloha Mr. We received your complaint through the Hawaii Revdex.comIt appears you're not satisfied with our response, and we're sorry to hear that. Our replies, which are included below, explained our findings that we received from you as well as our Honolulu Airport Chief AgentMost importantly, it noted the ACAA requirements relevant to this situation We understand that you were displeased with how it was handled, and your feedback was shared with our Honolulu Airport ManagersWe continually look at ways for improvement, so that our guest's may have an enjoyable travel experienceThank you again for your feedback.We believe our response was appropriate for this matterRespectfully, we will consider this issue closedNo further response will be forthcoming
Aloha Ms. ***, Thank you for taking the time to contact us. As a courtesy, we will redeposit the HawaiianMiles used to pay for your award tickets, waiving the redeposit fee. Please allow up to business days for these miles to be posted to your
account. Thank you for choosing Hawaiian Airlines
*** ***Message From Consumer Affairs2/27/- Case: CN-*** *** *** * *** Aloha Mr***, We received your complaint to the Revdex.com on February 26. On behalf of Hawaiian Airlines, we're very sorry that you did not
receive your bonus miles from our promotion being offered through our Hawaiian Airlines Vacation Package DeskThe 1,miles will be posted to your HawaiianMiles account within the next 5-business daysAs a goodwill gesture, you'll be receiving an additional bonus miles. At the time of your purchase, Hawaiian Airlines Vacation Package purchases were not eligible to receive double milesAs a goodwill gesture, we will be posting miles for the purchase of the package to your accountPlease allow up to days for this to be processed. We thank you for taking the time to let us know about your experience. Sincerely,*** *** Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms***, We're sorry to hear about your unpleasant experience when you checked in at our Los Angeles AirportAs a customer, you are considered our valued guest, so there's never an acceptable excuse for poor serviceI shared your comments with our Los Angeles Airport Managers for
corrective action regarding the bag falling and poor service. The confirmation code used on our kiosks, must be the Hawaiian Airlines six-letter confirmation codeRegrettably, our system cannot recognize another airline's code. I also understand you wanted to use your mother's credit card to pay for your bagOur agent notated that your mother had already left the airport, and you had her credit card number written downFor security reasons, we need to have the credit card holder present when charges are approved. As a courtesy, we're in the process of issuing two $eTravel Credits. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within - business daysWe recommend that you add *** to your accepted email recipient list so the email is not misdirected to your spam folder. Again, we apologize that we did not meet your expectationsWe hope to have the opportunity to serve you in the future. Sincerely,
Message From Consumer Affairs3/20/- Case: *** *** * *** Aloha Ms. ***, Thank you for your patience in awaiting our responseWe received your case from the Revdex.com (Revdex.com) .Your case has been reviewed by
management. As we mentioned in our previous responses to you, your flight delay from *** *** to Honolulu on February 15, was delayed due to weatherAlthough we were prepared to depart as scheduled, adverse weather conditions prevented us from doing so. Please know that the safety of our guests and employees is our highest priority. Unfortunately, the *** Airport Customs and Immigration Department prohibits customers and employees from remaining in the international terminal during its closure. The airport authorities did not allow us, or any airline, to stay within the gate areaThey advised us that all of our guests needed to proceed to the meeting rooms in their domestic terminal.Our Airport Manager had confirmed that hotels near the *** and *** area were fullThis was mainly due to the Chinese New Year holiday which also affected other airlines, who had to cancel/delay their flights for the same reason.In regards to the meal vouchers we didn't offer it to our guests immediately since the vendors were closedHowever, we worked with Customs to distribute in-flight meals we had, but we were not allowed to offload beverages. We understand you were very disappointed in how the delay was handled and we appreciate your feedback We have shared your concerns with our *** management team for their review. While we understand that you were inconvenienced by our delay, this situation was beyond our control. Normally in cases of delay due to weather, no compensation is offered. However, I understand there was some miscommunication at the airport regarding reimbursementWe received your receipts, however we are unable to reimburse your bag and onsen feesDue to the delay, management has only authorized meals and transportation expenses to be reimbursable. Usually documentation is required for reimbursement to be considered but I know you mentioned that you no longer have these receipts. We received your receipts, however we are unable to reimburse your bag and onsen feesDue to the delay, management has only authorized meals and transportation expenses to be reimbursable. Usually documentation is required for reimbursement to be considered but I know you mentioned that you no longer have these receipts. As a gesture of goodwill, we issued you a $51 eTravel Credit for the amount you said that you paid for taxi and meals, good for future travel on Hawaiian Airlines. Based on the facts of your case, we consider our decision to be fair and appropriateRespectfully, we consider this matter closed. Sincerely,*** *** Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs11/18/- Case: CN-*** *** *** * *** *** *** ***, We received your complaint from the Hawaii Revdex.com and we’re sorry to hear about your unpleasant experience on October 24, 2014. I can
see that you preferred to standby on the 2:pm departure, but your name was not listed on this standby list. However, I do see your name on the two flights thereafter. We take experiences such as this very seriously, and I'll be sure to alert our Honolulu Airport Managers for corrective action. Although we are unable to provide you with 10,miles, as a courtesy, we're in the process of issuing you a $50 eTravel Credit, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within - business daysWe recommend that you add “*** to your accepted email recipient list so the email is not misdirected to your spam folder. Thank you for taking the time to let us know about your experience. Sincerely, *** Fox Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because: the business will not honor what they said they would reimburse at the time of the delay or cancellation. Other people on the same flight have been awarded more compensation and without receipts, so it is unfair in my opinion that I have receipts was told I would be reimbursed and am not. I do not want a $eTicket, for I will not be utilizing Hawaiian Airlines as my travel carrier any longer, instead whatever measly compensation they have chosen to give me, I would like in cash (check). I refuse to give hundreds of thousands of dollars any longer to a company who doesn't value my patronage
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:I had opened the credit card while flying to Hawaii using Hawaiian AirlinesThe representative did not state or go over the promotions during the time I signed upThis is very misleading towards the customerI am very disappointed with Hawaiian Airlines on how they addressed this issueIf I would have known what I got myself into then I would have not open another credit cardWhat Hawaiian Airlines offers was not a deal at allI regret opening a credit card with Hawaiian AirlinesI will make sure to inform friends and families to be careful when opening a credit card with Hawaiian Airlines.
Sincerely,
*** ***
Message From Consumer Affairs 1/20/- Case: CN-*** Ms*** *** -*** Aloha Ms***, We thank you for your
patience while awaiting our reply We received your complaint to the Revdex.comWe'resorry that you were not aware of the rules when redeeming your 50% discount travel companion certificatePlease know, that we'veshared your feedback with our Credit Card Marketing team Regrettably, we are unable to grant your request to apply the companion discount to a single ticket for yourself or combine it with anaward ticket or offer any type of compensation As our Chief Reservations Agent mentioned, as the primary cardholder of our Hawaiian Airlines World Elite *** ***, you are eligible to earnaone-time 50% discount towards around trip coach fare for yourself and another guestAs stated in the Terms and Conditions, this offer may not be combined with, applied to, or applied towards HawaiianMiles flight awards redeemed using milesAdditionally, this does not apply to multi-city itineraries For more information aboutyour premium card benefits, please click here We appreciate the opportunity to respond to you and respectfully we consider this matter closed Sincerely, *** *** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Aloha Mr. [redacted],
We’re sorry to learn
about your experience with Hawaiian Airlines at the Honolulu Airport. As a
customer, you are our valued guest, so we want to do all we can to give you the
best possible service.
Experiences such as
yours are taken very seriously. You may...
be assured that we have shared your
comments about the service you received with our airport management team in
Honolulu for their internal review.
We regret any confusion
about the restrictions of the ticket you purchased at the airport to meet the
Electronic System for Travel Authorization requirements. However, we're unable
to refund the cancelation penalty. As a courtesy, we are issuing you a $300
Travel Credit, good for future travel on Hawaiian Airlines. The credit
information, instructions for redemption and Terms and Conditions will be sent
under separate cover. We ask for your patience as you await its arrival.
Each guest is
responsible for complying with all laws, regulations and travel requirements of
the countries they are flying from, into or over. The carrier is not liable for
any information or aid provided by an agent or employee in connection with
obtaining the necessary documents or complying with the laws and regulations.
For more information,
please see our International Contract of Carriage (the
agreement between Hawaiian Airlines and our guests).
Mr. [redacted], thank you
for taking the time to let us know about your experience.
Sincerely,