Message From Consumer Affairs1/26/2015 - Case: CN-[redacted]Revdex.com complaint #[redacted]Teresa [redacted] - [redacted] Aloha Ms. [redacted],We received your second complaint from the Revdex.com (Revdex.com). We appreciate your taking the time to share further details of your incident with us. We understand that you are disappointed with our response that we have listed below. Based on the facts of your case, we do consider our response to be fair and appropriate. Respectfully, we consider this matter closed.Sincerely,[redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeMessage From Consumer Affairs1/5/2015 - Case: CN-[redacted]Revdex.com complaint #[redacted] Teresa [redacted] - [redacted] Aloha Ms. [redacted], We received your complaint from the Revdex.com (Revdex.com). We are sorry that you were not able to get the sale fare price for the dates you were looking to travel on since they were sold out. Sale prices are based upon availability. Our business is one of supply and demand, so fares do fluctuate as customers purchase flights. We fully understand your frustrations and have shared your concerns with the appropriate department managers for their review and future consideration. Thank you for sharing your experience with us. Sincerely,[redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Thursday, January 29, 2015, 5:02 PM -0800 from Hawaiian Airlines: Consumer Affairs Office <[redacted]>:RE: [redacted] Aloha [redacted],As previously offered, we are refunding your tickets less $200 per ticket ($327.40 per ticket) to the credit...
card ending in 1007. This transaction should be reflected on your next statement or the one thereafter. Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of payment. Sincerely ,[redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted],We're sorry to learn of Mr. [redacted]'s disappointment with his reservation and fares.Mr. [redacted] advised he booked his original flight from San Jose instead of San Francisco to receive a lower fare. Our fares are based on availability at the time the booking is made. They are subject to...
change and there may be times when the lower fares have already sold out on certain flights.His original flights were canceled due to Tropical Storm Ana in October. Our storm waiver allowed guests to rebook their flights for travel on/before October 22 and no change fee or fare difference would be collected. Changes to travel after October 22 would not incur a change fee. However, the applicable fare difference would be charged. Mr. [redacted] changed his flights to April, and the applicable fare difference was collected.As a courtesy, we are authorizing Mr. [redacted] to change his flight to depart from San Francisco and no change fee or fare difference will be charged. Our Reservations Department will be contacting him soon to make these arrangements as well as go over the available seating.We thank Mr. [redacted] for choosing Hawaiian Airlines and look forward to welcoming him on board.Sincerely,[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted],We understand you've rejected our response to your complaint with the Revdex.com. As previously stated, we're unable to grant your request for a refund of baggage fees paid to another airline. As a courtesy, we have issued you a $160 eTravel Credit, good for future travel on Hawaiian Airlines. Your case will remain closed. Sincerely, Keenan A[redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeFrom:[redacted]Sent:3/19/2015 10:48 AMTo:[redacted]Subject:Hawaiian Airlines, Consumer Affairs Office - CN-[redacted]Message From Consumer Affairs3/19/2015 - Case: CN-[redacted] [redacted] - [redacted] Aloha Mr. [redacted], We've received your complaint to the Revdex.com on March 19, 2015. As stated in previous correspondence, your case was reviewed by my manager, Rose Harman and our Chief Executive Officer, [redacted]. We are unable to grant your request for a refund for fees paid to United Airlines. As a gesture of goodwill, we've issued you a $160 eTravel Credit, good for future travel on Hawaiian Airlines. As previously stated, Hawaiian Airlines considers our response to be fair and appropriate. Your case will remain closed. Sincerely, Keenan A[redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Unfortunately, because of the fraudulent charge by Hawaiian Airline agents in the Phillipines at my request my Bank cancelled the card (that card that was charged AFTER my flight was confirmed cancelled the days prior). So how will I receive my refund if the card is no longer available?
Sincerely,
[redacted]
Revdex.com:
Sorry for my delay in reply as I am still waiting to see if they will follow through with their resolution of the complaint (receive a coupon for further travel on the airlines). I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable (at least there was some effort to make up for their error). I will write to you as soon as it has been resolved, otherwise will update you again in another week.
Sincerely and all the best for the New Year,
Complaint: [redacted]
I am rejecting this response because: on 2/22/2015 my flight from JFK airport to Hawaii, the pilot announced that we were getting a refund of $300 not an airline credit. I want what was promised to me.Again another obstacle to get what was promised to me. I am also rejecting my flight from Hawaii to JFK airport. My son and I asked about my arrangements for leg room to pay for and they say they had no room on flight. I also had to pay for both luggages. I should have a refund for my luggages too. I am very unsatisfied with Hawaiian Airlines accommodations.
Sincerely,
[redacted]
Message From Consumer Affairs1/5/2015 - Case: CN-[redacted]Revdex.com complaint #[redacted]Aloha Ms. [redacted],We received your complaint from the Revdex.com (Revdex.com). We are sorry that you were not able to get the sale fare price for the dates...
you were looking to travel on since they were sold out. Sale prices are based upon availability. Our business is one of supply and demand, so fares do fluctuate as customers purchase flights. We fully understand your frustrations and have shared your concerns with the appropriate department managers for their review and future consideration. Thank you for sharing your experience with us.Sincerely,[redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs3/30/2015 - Case: CN-[redacted] RE: [redacted] Aloha Ms. [redacted], We received your complaint you sent to us and to the Revdex.com (Revdex.com). On behalf of Hawaiian Airlines, I would...
like to say we're very sorry to hear about your family's experience chec[redacted] in for our flight in Oakland and calling our Reservations Department. I understand you were disappointed with how the Customer Service Agent and Reservations Department handled your situation. As a customer, you are our valued guest, so there's never an acceptable excuse when we fail to treat you with courtesy and aloha. Hawaiian Airlines will allow customers who miss their flight to stand by on the next flight (same route) free of charge. If a customer changes their routing, the service fee and fare difference does apply. We understand you paid $200 change fees plus the fare difference to reschedule your flight from San Francisco (Jeremy paid $50 for his change fee since it was an award ticket). As a courtesy, we are issuing [redacted] a $200 eTravel Credit, good for future travel on Hawaiian Airlines. We are unable to reissue a new companion certificate. As a courtesy, we are issuing [redacted] a $578.41 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 5 - 7 business days.We recommend that you add “[redacted]” to your accepted email recipient list so the email is not misdirected to your spam folder. It may seem that we enforced our rules for check-in times too strictly. We understand you were at the airport on time but that you were only a few minutes late to check in. However, [redacted] the check-in rule for one guest would inconvenience the other guests on board. When to Arrive at the AirportBecause so much of the travel experience, such as security checkpoints and traffic, is outside your control and ours, you must include ample time in your travel schedule. We recommend that guests arrive at the airport 2 hours prior to departure for North American flights. You must be checked in and issued a boarding pass no later than 45 minutes prior to scheduled departure. Please know that we take your comments very seriously and have shared your experience with our Honolulu Airport Manager and Reservations Department Manager for their review and necessary action. We'll continue to coach our employees to provide the high-quality, friendly service that you should have received. Thank you for sharing your experience with us. Sincerely,Malia P[redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: I'm extremely disappointed that my reasonable request of reimbursement is refused. My phone number has been valid for fifteen years. Unsure why it is so hard for your company to contact me. If you will not reimburse me in anything but Hawaii Airline credit I will accept the credit if you sent it to me in my name in one lump sum and consider the matter closed. Your airline has lovely fights but very disappointed in customer service and lack of notification by your company.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Hawaiian airlines rebooked our flight on United because their flight was late. I asked their agent and he specifically stated all baggage fees would be refunded to me. I have been attempting to get this refund from Hawaiian Airlines for 4 months. I have asked to speak with a manager about 12 times and they refuse to even respond. I even wrote to the CEO of Hawaiian Airlines. Hawaiian Airlines has agreed to give me a $160.00 travel voucher, but I do not see myself traveling back to Hawaii in the next few years so a voucher is of no use to me. This is such a simple matter, a Hawaiian Airlines agent that rebooked our flight said I would receive a full refund of any fees incurred due to their flight delay which caused the rebooking. I should receive a check for $160.00. I also think I should receive a travel voucher for two free tickets for the incredible waste of time this has been dealing with their consumer affairs department but I know that will not happen. I have probable spent 15 hours writing e mails and responding to their consumer affairs dept.
Sincerely,
[redacted]
Message From Consumer Affairs2/13/2015 - Case: CN-[redacted]Complaint ID [redacted]Aloha Ms. [redacted],We received your complaint to the Revdex.com (Revdex.com) on February 10. We understand that you are disappointed with our responses and...
compensation. As we previously stated, when there are schedule changes, our automated system sends emails to customers that show the changes. The automated system documents the reservation with the email address the notification was sent to and time. We understand you requested documentation of this, however we are unable to send you this information.We understand you did call prior to your flights to rearrange your flights and were given a few options. When there are schedule changes, we do offer customers the ability to change their flights within a 14 day period and waive the change fee and fare difference, however this is only for the same class of service. Unfortunately, the flight you wanted only had First Class seats available. If customers choose to upgrade, the difference in fare to upgrade is not refundable. As a courtesy, we issued each of you a $129.60 eTravel Credit (total $518.40, the additional amount you paid to change your flights), good for future travel on Hawaiian Airlines. If you would prefer, we can combine it into one eTravel Credit, rather than four. Please advise us if you would like us to do this. Respectfully, we still consider this matter closed.Sincerely,[redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: Hawaiian airlines said I would receive a refund, not a voucher. I deserve a refund. I realize writing this e mail is a waste of my time. I will receive the same respoce from Hawaiian airlines I have received ten times. I have requested to be contacted by a Hawaiian airlines supervisor at least ten time. Every single request was ignored. I wrote and mailed two letter to the CEO of Hawaiian Airlines. I only received one response and it was from the same consumer affairs rep with the same responce. I own two small businesses and I understand how infinity important customer service really is. Hawaiian airlines has by far the worst customer service I have dealt with in my entire life. I am requesting a $160.00 refund that a employee of Hawaiian airlines told me I would receive. Hawaiian airlines will give me a voucher for $160.00. So this battle is over Hawaiian Airlines writing me a check verses giving me a voucher. I would be willing to bet they have wasted at least $500.00 to $1,000.00 in salary and benefits paid to their employees for their time involved in this simple issue. Please issue me a check for $160.00 as your employee stated Hawaiian airlines would.
Sincerely,
[redacted]
Dear Ms. [redacted],We're sorry to hear of your experience. A representative from [redacted] travel will be contacting you.Mahalo,[redacted]Consumer Affairs Office
11/19/2014- Case: CN-00928002Roberta [redacted] - [email protected] Ms. [redacted],We're very sorry for the misunderstanding with the charges you incurred.I was able to research the amounts in question, and found that you purchased an alcoholic drink at $7.50 and purchased an inflight...
movie at $7.99.Thankyou for choosing Hawaiian Airlines.Sincerely,
- [redacted] Aloha Mr. [redacted], We've received your complaint to the Revdex.com on March 19, 2015. As stated in previous correspondence, your case was reviewed by my manager, Rose Harman and our Chief Executive Officer, [redacted]. We are unable to grant your request for a refund for fees paid to United Airlines. As a gesture of goodwill, we've issued you a $160 eTravel Credit, good for future travel on Hawaiian Airlines. As previously stated, Hawaiian Airlines considers our response to be fair and appropriate. Your case will remain closed. Sincerely, Keenan A[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs3/27/2015 - Case: CN-[redacted] Aloha Ms. [redacted], We received your complaint to the Revdex.com, and on behalf of Hawaiian Airlines, we're very sorry for the problems that you've encountered while...
attempting to file your bag claim. As a customer, you are our valued guest, so there's never an acceptable excuse when you receive poor service. To resolve your issue, we have forwarded your information to our Central Baggage Services Department. A representative will be contacting you in the near future to discuss your case. If you would like to follow up on the status of your case, please contact Central Baggage Services directly at [redacted] daily from 4:00 a.m. to 10:00 p.m. (Hawaii Standard Time), 7 days a week, including holidays. We appreciate your continued patience and understanding in this matter. Sincerely,Lawrence Kaneshiro Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Revdex.com:
[redacted], who was the Resolutions Supervisor, called me and tried to get complaint ID [redacted] resolved. He did not realize my total fair costed more than originally thought (forgot to factor in the 152.81 per ticket charge). We both worked together and the solution was to book my desired initial flight ([redacted] to Maui) first and he would refund my entire ticket value (initial book plus extra charge) and put me back in my original seats. Although the matter is resolve for now,, I will make another complaint IF my original ticket PLUS extra charge (Total $1522.42) was not refunded during the estimated time (I believe it was 7-10 business days). I really wish they would offer Coach Plus again. I wouldn't have to go though all this. Thanks to [redacted], I have put my faith back into Hawaiian Airlines. Thank you Revdex.com!
Sincerely,
[redacted]
Dear Mr. [redacted],Please call [redacted] for assistance in booking your reservations. Thank you.Sincerely,[redacted]Consumer Affairs Office
Message From Consumer Affairs1/26/2015 - Case: CN-[redacted]Revdex.com complaint #[redacted]Teresa [redacted] - [redacted] Aloha Ms. [redacted],We received your second complaint from the Revdex.com (Revdex.com). We appreciate your taking the time to share further details of your incident with us. We understand that you are disappointed with our response that we have listed below. Based on the facts of your case, we do consider our response to be fair and appropriate. Respectfully, we consider this matter closed.Sincerely,[redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeMessage From Consumer Affairs1/5/2015 - Case: CN-[redacted]Revdex.com complaint #[redacted] Teresa [redacted] - [redacted] Aloha Ms. [redacted], We received your complaint from the Revdex.com (Revdex.com). We are sorry that you were not able to get the sale fare price for the dates you were looking to travel on since they were sold out. Sale prices are based upon availability. Our business is one of supply and demand, so fares do fluctuate as customers purchase flights. We fully understand your frustrations and have shared your concerns with the appropriate department managers for their review and future consideration. Thank you for sharing your experience with us. Sincerely,[redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Thursday, January 29, 2015, 5:02 PM -0800 from Hawaiian Airlines: Consumer Affairs Office <[redacted]>:RE: [redacted] Aloha [redacted],As previously offered, we are refunding your tickets less $200 per ticket ($327.40 per ticket) to the credit...
card ending in 1007. This transaction should be reflected on your next statement or the one thereafter. Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of payment. Sincerely ,[redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted],We're sorry to learn of Mr. [redacted]'s disappointment with his reservation and fares.Mr. [redacted] advised he booked his original flight from San Jose instead of San Francisco to receive a lower fare. Our fares are based on availability at the time the booking is made. They are subject to...
change and there may be times when the lower fares have already sold out on certain flights.His original flights were canceled due to Tropical Storm Ana in October. Our storm waiver allowed guests to rebook their flights for travel on/before October 22 and no change fee or fare difference would be collected. Changes to travel after October 22 would not incur a change fee. However, the applicable fare difference would be charged. Mr. [redacted] changed his flights to April, and the applicable fare difference was collected.As a courtesy, we are authorizing Mr. [redacted] to change his flight to depart from San Francisco and no change fee or fare difference will be charged. Our Reservations Department will be contacting him soon to make these arrangements as well as go over the available seating.We thank Mr. [redacted] for choosing Hawaiian Airlines and look forward to welcoming him on board.Sincerely,[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted],We understand you've rejected our response to your complaint with the Revdex.com. As previously stated, we're unable to grant your request for a refund of baggage fees paid to another airline. As a courtesy, we have issued you a $160 eTravel Credit, good for future travel on Hawaiian Airlines. Your case will remain closed. Sincerely, Keenan A[redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeFrom:[redacted]Sent:3/19/2015 10:48 AMTo:[redacted]Subject:Hawaiian Airlines, Consumer Affairs Office - CN-[redacted]Message From Consumer Affairs3/19/2015 - Case: CN-[redacted] [redacted] - [redacted] Aloha Mr. [redacted], We've received your complaint to the Revdex.com on March 19, 2015. As stated in previous correspondence, your case was reviewed by my manager, Rose Harman and our Chief Executive Officer, [redacted]. We are unable to grant your request for a refund for fees paid to United Airlines. As a gesture of goodwill, we've issued you a $160 eTravel Credit, good for future travel on Hawaiian Airlines. As previously stated, Hawaiian Airlines considers our response to be fair and appropriate. Your case will remain closed. Sincerely, Keenan A[redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Unfortunately, because of the fraudulent charge by Hawaiian Airline agents in the Phillipines at my request my Bank cancelled the card (that card that was charged AFTER my flight was confirmed cancelled the days prior). So how will I receive my refund if the card is no longer available?
Sincerely,
[redacted]
Revdex.com:
Sorry for my delay in reply as I am still waiting to see if they will follow through with their resolution of the complaint (receive a coupon for further travel on the airlines). I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable (at least there was some effort to make up for their error). I will write to you as soon as it has been resolved, otherwise will update you again in another week.
Sincerely and all the best for the New Year,
Complaint: [redacted]
I am rejecting this response because: on 2/22/2015 my flight from JFK airport to Hawaii, the pilot announced that we were getting a refund of $300 not an airline credit. I want what was promised to me.Again another obstacle to get what was promised to me. I am also rejecting my flight from Hawaii to JFK airport. My son and I asked about my arrangements for leg room to pay for and they say they had no room on flight. I also had to pay for both luggages. I should have a refund for my luggages too. I am very unsatisfied with Hawaiian Airlines accommodations.
Sincerely,
[redacted]
Message From Consumer Affairs1/5/2015 - Case: CN-[redacted]Revdex.com complaint #[redacted]Aloha Ms. [redacted],We received your complaint from the Revdex.com (Revdex.com). We are sorry that you were not able to get the sale fare price for the dates...
you were looking to travel on since they were sold out. Sale prices are based upon availability. Our business is one of supply and demand, so fares do fluctuate as customers purchase flights. We fully understand your frustrations and have shared your concerns with the appropriate department managers for their review and future consideration. Thank you for sharing your experience with us.Sincerely,[redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs3/30/2015 - Case: CN-[redacted] RE: [redacted] Aloha Ms. [redacted], We received your complaint you sent to us and to the Revdex.com (Revdex.com). On behalf of Hawaiian Airlines, I would...
like to say we're very sorry to hear about your family's experience chec[redacted] in for our flight in Oakland and calling our Reservations Department. I understand you were disappointed with how the Customer Service Agent and Reservations Department handled your situation. As a customer, you are our valued guest, so there's never an acceptable excuse when we fail to treat you with courtesy and aloha. Hawaiian Airlines will allow customers who miss their flight to stand by on the next flight (same route) free of charge. If a customer changes their routing, the service fee and fare difference does apply. We understand you paid $200 change fees plus the fare difference to reschedule your flight from San Francisco (Jeremy paid $50 for his change fee since it was an award ticket). As a courtesy, we are issuing [redacted] a $200 eTravel Credit, good for future travel on Hawaiian Airlines. We are unable to reissue a new companion certificate. As a courtesy, we are issuing [redacted] a $578.41 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 5 - 7 business days.We recommend that you add “[redacted]” to your accepted email recipient list so the email is not misdirected to your spam folder. It may seem that we enforced our rules for check-in times too strictly. We understand you were at the airport on time but that you were only a few minutes late to check in. However, [redacted] the check-in rule for one guest would inconvenience the other guests on board. When to Arrive at the AirportBecause so much of the travel experience, such as security checkpoints and traffic, is outside your control and ours, you must include ample time in your travel schedule. We recommend that guests arrive at the airport 2 hours prior to departure for North American flights. You must be checked in and issued a boarding pass no later than 45 minutes prior to scheduled departure. Please know that we take your comments very seriously and have shared your experience with our Honolulu Airport Manager and Reservations Department Manager for their review and necessary action. We'll continue to coach our employees to provide the high-quality, friendly service that you should have received. Thank you for sharing your experience with us. Sincerely,Malia P[redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: I'm extremely disappointed that my reasonable request of reimbursement is refused. My phone number has been valid for fifteen years. Unsure why it is so hard for your company to contact me. If you will not reimburse me in anything but Hawaii Airline credit I will accept the credit if you sent it to me in my name in one lump sum and consider the matter closed. Your airline has lovely fights but very disappointed in customer service and lack of notification by your company.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Hawaiian airlines rebooked our flight on United because their flight was late. I asked their agent and he specifically stated all baggage fees would be refunded to me. I have been attempting to get this refund from Hawaiian Airlines for 4 months. I have asked to speak with a manager about 12 times and they refuse to even respond. I even wrote to the CEO of Hawaiian Airlines. Hawaiian Airlines has agreed to give me a $160.00 travel voucher, but I do not see myself traveling back to Hawaii in the next few years so a voucher is of no use to me. This is such a simple matter, a Hawaiian Airlines agent that rebooked our flight said I would receive a full refund of any fees incurred due to their flight delay which caused the rebooking. I should receive a check for $160.00. I also think I should receive a travel voucher for two free tickets for the incredible waste of time this has been dealing with their consumer affairs department but I know that will not happen. I have probable spent 15 hours writing e mails and responding to their consumer affairs dept.
Sincerely,
[redacted]
Dear Mr. [redacted], A representative from [redacted] will be contacting you directly.We appreciate your patience.Mahalo,
Message From Consumer Affairs2/13/2015 - Case: CN-[redacted]Complaint ID [redacted]Aloha Ms. [redacted],We received your complaint to the Revdex.com (Revdex.com) on February 10. We understand that you are disappointed with our responses and...
compensation. As we previously stated, when there are schedule changes, our automated system sends emails to customers that show the changes. The automated system documents the reservation with the email address the notification was sent to and time. We understand you requested documentation of this, however we are unable to send you this information.We understand you did call prior to your flights to rearrange your flights and were given a few options. When there are schedule changes, we do offer customers the ability to change their flights within a 14 day period and waive the change fee and fare difference, however this is only for the same class of service. Unfortunately, the flight you wanted only had First Class seats available. If customers choose to upgrade, the difference in fare to upgrade is not refundable. As a courtesy, we issued each of you a $129.60 eTravel Credit (total $518.40, the additional amount you paid to change your flights), good for future travel on Hawaiian Airlines. If you would prefer, we can combine it into one eTravel Credit, rather than four. Please advise us if you would like us to do this. Respectfully, we still consider this matter closed.Sincerely,[redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: Hawaiian airlines said I would receive a refund, not a voucher. I deserve a refund. I realize writing this e mail is a waste of my time. I will receive the same respoce from Hawaiian airlines I have received ten times. I have requested to be contacted by a Hawaiian airlines supervisor at least ten time. Every single request was ignored. I wrote and mailed two letter to the CEO of Hawaiian Airlines. I only received one response and it was from the same consumer affairs rep with the same responce. I own two small businesses and I understand how infinity important customer service really is. Hawaiian airlines has by far the worst customer service I have dealt with in my entire life. I am requesting a $160.00 refund that a employee of Hawaiian airlines told me I would receive. Hawaiian airlines will give me a voucher for $160.00. So this battle is over Hawaiian Airlines writing me a check verses giving me a voucher. I would be willing to bet they have wasted at least $500.00 to $1,000.00 in salary and benefits paid to their employees for their time involved in this simple issue. Please issue me a check for $160.00 as your employee stated Hawaiian airlines would.
Sincerely,
[redacted]
Dear Ms. [redacted],We're sorry to hear of your experience. A representative from [redacted] travel will be contacting you.Mahalo,[redacted]Consumer Affairs Office
11/19/2014- Case: CN-00928002Roberta [redacted] - [email protected] Ms. [redacted],We're very sorry for the misunderstanding with the charges you incurred.I was able to research the amounts in question, and found that you purchased an alcoholic drink at $7.50 and purchased an inflight...
movie at $7.99.Thankyou for choosing Hawaiian Airlines.Sincerely,
From: Hawaiian Airlines: Consumer Affairs Office ([redacted])To: [redacted]Subject: Hawaiian Airlines, Consumer Affairs Office - CN-[redacted]Date: 3/19/2015 10:48 AMBody:Message From Consumer Affairs3/19/2015 - Case: CN-[redacted]...
- [redacted] Aloha Mr. [redacted], We've received your complaint to the Revdex.com on March 19, 2015. As stated in previous correspondence, your case was reviewed by my manager, Rose Harman and our Chief Executive Officer, [redacted]. We are unable to grant your request for a refund for fees paid to United Airlines. As a gesture of goodwill, we've issued you a $160 eTravel Credit, good for future travel on Hawaiian Airlines. As previously stated, Hawaiian Airlines considers our response to be fair and appropriate. Your case will remain closed. Sincerely, Keenan A[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs3/27/2015 - Case: CN-[redacted] Aloha Ms. [redacted], We received your complaint to the Revdex.com, and on behalf of Hawaiian Airlines, we're very sorry for the problems that you've encountered while...
attempting to file your bag claim. As a customer, you are our valued guest, so there's never an acceptable excuse when you receive poor service. To resolve your issue, we have forwarded your information to our Central Baggage Services Department. A representative will be contacting you in the near future to discuss your case. If you would like to follow up on the status of your case, please contact Central Baggage Services directly at [redacted] daily from 4:00 a.m. to 10:00 p.m. (Hawaii Standard Time), 7 days a week, including holidays. We appreciate your continued patience and understanding in this matter. Sincerely,Lawrence Kaneshiro Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Revdex.com:
[redacted], who was the Resolutions Supervisor, called me and tried to get complaint ID [redacted] resolved. He did not realize my total fair costed more than originally thought (forgot to factor in the 152.81 per ticket charge). We both worked together and the solution was to book my desired initial flight ([redacted] to Maui) first and he would refund my entire ticket value (initial book plus extra charge) and put me back in my original seats. Although the matter is resolve for now,, I will make another complaint IF my original ticket PLUS extra charge (Total $1522.42) was not refunded during the estimated time (I believe it was 7-10 business days). I really wish they would offer Coach Plus again. I wouldn't have to go though all this. Thanks to [redacted], I have put my faith back into Hawaiian Airlines. Thank you Revdex.com!
Sincerely,
[redacted]