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.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: of the email thread below.
Sincerely, Thank you for your quick response and allowing me time to collect my thoughts in reply. I just want to point out a few items on your response that I found to be quite astonishing.
First of all, the “as you may know” reply regarding Air Carrier Access Act that points out rules that carriers need to comply with astonishes me. I am sure there are hundreds, if not thousands of travelers out there who travel every day and who are familiar with the policies and procedures of this “Act” or ACAA. I believe that it is the responsibility of the carrier to ensure that they comply with the ACAA, not for me or any other passengers to ensure that the carrier is following its provisions. And thank you for summarizing parts of the Act to me but, I would only need this information if my intension was to sue the carrier for discrimination, however, this was never the case.
Second, you stated that your Chief Agent [redacted] offered a pass after I identified that my parents were both deaf. I think you need to take time to read my letter again. I made several attempts to make sure that there was some kind of notification attached to the ticket indicating that my parents are hearing impaired, including calling the Hawaiian Airlines Reservation Department and speaking with an agent several minutes after booking the tickets online. Despite that call, I found myself having to advise Hawaiian Airlines again at check-in with Chief Agent [redacted] that my parents are deaf (because there were no notations in place that the Reservation Agent advised he would enter), her offer of “assistance” was to give me a pass for me to escort them to the gate as if Hawaiian Airlines were saying "that's your problem, you go figure it out." My parents didn’t need to be escorted to the gate, they could walk and locate the gate just fine. All I asked for was a call to the gate to advise that deaf passengers would be waiting and could miss any audio calls for boarding. Your Chief Agent [redacted] stated that she cannot offer assistance if they are not in a wheelchair and she gestured a drawing of a monitor asking if they can read. Her “offer of assistance” was perceived and received as being full of apathy and insensitivity.
And finally, it amazes me that you advised that my parents should identify their needs to any of your agents at the gate. So you are basically telling me that there are no codes that the check-in agents can input into your system that will help identify a blind or special needs passenger? No way to call? No way to let the gate attendants identify a passenger with special needs unless they’re wheeled out on a wheelchair? I cannot assume this to be correct! It not only shocks me that you would say something like this but I also find it to be inconsiderate.
I am sure you must know that the situation I encountered at the Honolulu counter was out of the ordinary. Especially if you felt the need to offer me a resolution to the Department of Transpiration if I felt that Hawaiian air violated any provisions of the ACAA or if I disagreed with your response. I only ask that Hawaiian owned the situation and provide its employees who assisted me with proper coaching and feedback to ensure that this situation doesn’t repeat itself with another blind or special needs person.
Message From Consumer Affairs3/25/2015 - Case: CN-[redacted] Ms. [redacted] - [redacted] Aloha Ms. [redacted], We're sorry to hear about your unpleasant experience while trying to purchase a gift certificate on our website. We have referred your...
issue to our Gift Card Manager and she will be contacting you soon to assist you. Thank you for choosing Hawaiian Airlines. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. The resolution was satisfactory, but not optimal. The erroneous changes totaling $400 for the one gift card that I never received were removed from my credit card account. However, I am disappointed that Hawaii Air did not reimburse me for at least an hour of the 3 I spent attempting to resolve the problem. In the future, I will not recommend Hawaii Air to my business associates, friends, and family.
Regards,
[redacted]
[redacted] Aloha Mr. [redacted], Please accept our sincere apologies for the delay of your flight to Kona on November 14. As a customer, you are our valued guest. We understand that you were inconvenienced by our delay, and we take that very...
seriously. The safety of our guests and crew is always our top priority. When such delays arise, we have guidelines in place that govern how we compensate our guests. We take into account how long the delay lasted and when the delay occurred. Our guidelines allow us to provide consistent treatment for all of our guests. We have reviewed your case and see that no compensation was issued for the flight. This is consistent with our guidelines. We're unable to offer your requested compensation. However, as a courtesy, we are issuing you and Ms. [redacted] each 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 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. Please be assured that your concerns, including those regarding your seat assignments and the handling of the delay, have been shared with the airport management staff in Honolulu for their internal review. Mr. [redacted], thank you for taking the time to let us know about your experience. We hope to have another opportunity to welcome you and Ms. [redacted] on board.
We’re sorry to learn that you had an unpleasant experience at our Honolulu Airport check-in counter. As a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service. We take experiences such as yours seriously, and we will use your feedback to make...
sure that we improve our service. As you may know, Hawaiian Airlines complies with the Air Carrier Access Act (the ACAA). Rule 14 CFR Part 382 of the ACAA prohibits discrimination by air carriers on the basis of physical or mental disability. Based on the information you provided, your family members are individuals with a disability, and the provisions of the ACAA apply to them. Therefore, I would like to take this opportunity to summarize parts of the Act that apply to them for air travel. Part 382.53 states, as a U.S. carrier, we must ensure that passengers with a disability who identify themselves as persons needing visual or hearing assistance have prompt access to the same information provided to other passengers at each gate, ticketing area, and customer service desk that we own, lease, or control at any U.S. or foreign airport, to the extent that this does not interfere with employees' safety and security duties as set forth in FAA, TSA, and applicable foreign regulations. We’re sorry for the way your request was handled by our Chief Agent, [redacted] at the ticket counter. We see that you initially stated that your in-laws have a disability. Therefore, she questioned how we can assist them.Once you identified they were both deaf, she offered to provide you with a pass to escort them to the gate. However, we understand that your ID was in the car and that you had to report to work. Nonetheless, we are glad that another agent, Marlene was able to contact the customer service agents at the gate.For future travels, they may identify their needs to any of our agents at the gate. This way our agents will know who they are and what assistance they require. Based on this information we believe we are not in violation of this part but we would like to take this time to apologize that we did not meet your expectations. How to Contact a Complaints Resolution Official or the Department of TransportationSection 382.151 of 14CFR states that each air carrier must designate one or more Complaints Resolution Officials (CROs) at each airport the carrier serves. Our station managers are our CROs. In the future, if you have any problems that need immediate resolution, please request the station manager on duty. If you disagree with our response or any of the actions we took or believe we violated any provision of the ACAA, you have the right to contact the Department of Transportation for help at:?Thank you for taking the time to let us know about your experience. Sincerely,
Aloha Ms. [redacted], We received your complaint from the Revdex.com today. I'm sorry you are still disappointed with our response. Although we understand you are disappointed with our policy regarding reimbursement, we are still unable to honor your request. We have refunded your...
transportation expense with the current day's conversion rate since it was paid for in Japanese Yen. All reimbursement is considered with current day's conversion rate. Respectfully, your case will remain closed.
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.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: of the email thread below.
Sincerely, Thank you for your quick response and allowing me time to collect my thoughts in reply. I just want to point out a few items on your response that I found to be quite astonishing.
First of all, the “as you may know” reply regarding Air Carrier Access Act that points out rules that carriers need to comply with astonishes me. I am sure there are hundreds, if not thousands of travelers out there who travel every day and who are familiar with the policies and procedures of this “Act” or ACAA. I believe that it is the responsibility of the carrier to ensure that they comply with the ACAA, not for me or any other passengers to ensure that the carrier is following its provisions. And thank you for summarizing parts of the Act to me but, I would only need this information if my intension was to sue the carrier for discrimination, however, this was never the case.
Second, you stated that your Chief Agent [redacted] offered a pass after I identified that my parents were both deaf. I think you need to take time to read my letter again. I made several attempts to make sure that there was some kind of notification attached to the ticket indicating that my parents are hearing impaired, including calling the Hawaiian Airlines Reservation Department and speaking with an agent several minutes after booking the tickets online. Despite that call, I found myself having to advise Hawaiian Airlines again at check-in with Chief Agent [redacted] that my parents are deaf (because there were no notations in place that the Reservation Agent advised he would enter), her offer of “assistance” was to give me a pass for me to escort them to the gate as if Hawaiian Airlines were saying "that's your problem, you go figure it out." My parents didn’t need to be escorted to the gate, they could walk and locate the gate just fine. All I asked for was a call to the gate to advise that deaf passengers would be waiting and could miss any audio calls for boarding. Your Chief Agent [redacted] stated that she cannot offer assistance if they are not in a wheelchair and she gestured a drawing of a monitor asking if they can read. Her “offer of assistance” was perceived and received as being full of apathy and insensitivity.
And finally, it amazes me that you advised that my parents should identify their needs to any of your agents at the gate. So you are basically telling me that there are no codes that the check-in agents can input into your system that will help identify a blind or special needs passenger? No way to call? No way to let the gate attendants identify a passenger with special needs unless they’re wheeled out on a wheelchair? I cannot assume this to be correct! It not only shocks me that you would say something like this but I also find it to be inconsiderate.
I am sure you must know that the situation I encountered at the Honolulu counter was out of the ordinary. Especially if you felt the need to offer me a resolution to the Department of Transpiration if I felt that Hawaiian air violated any provisions of the ACAA or if I disagreed with your response. I only ask that Hawaiian owned the situation and provide its employees who assisted me with proper coaching and feedback to ensure that this situation doesn’t repeat itself with another blind or special needs person.
Message From Consumer Affairs3/25/2015 - Case: CN-[redacted] Ms. [redacted] - [redacted] Aloha Ms. [redacted], We're sorry to hear about your unpleasant experience while trying to purchase a gift certificate on our website. We have referred your...
issue to our Gift Card Manager and she will be contacting you soon to assist you. Thank you for choosing Hawaiian Airlines. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. The resolution was satisfactory, but not optimal. The erroneous changes totaling $400 for the one gift card that I never received were removed from my credit card account. However, I am disappointed that Hawaii Air did not reimburse me for at least an hour of the 3 I spent attempting to resolve the problem. In the future, I will not recommend Hawaii Air to my business associates, friends, and family.
Regards,
[redacted]
[redacted] Aloha Mr. [redacted], Please accept our sincere apologies for the delay of your flight to Kona on November 14. As a customer, you are our valued guest. We understand that you were inconvenienced by our delay, and we take that very...
seriously. The safety of our guests and crew is always our top priority. When such delays arise, we have guidelines in place that govern how we compensate our guests. We take into account how long the delay lasted and when the delay occurred. Our guidelines allow us to provide consistent treatment for all of our guests. We have reviewed your case and see that no compensation was issued for the flight. This is consistent with our guidelines. We're unable to offer your requested compensation. However, as a courtesy, we are issuing you and Ms. [redacted] each 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 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. Please be assured that your concerns, including those regarding your seat assignments and the handling of the delay, have been shared with the airport management staff in Honolulu for their internal review. Mr. [redacted], thank you for taking the time to let us know about your experience. We hope to have another opportunity to welcome you and Ms. [redacted] on board.
We’re sorry to learn that you had an unpleasant experience at our Honolulu Airport check-in counter. As a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service. We take experiences such as yours seriously, and we will use your feedback to make...
sure that we improve our service. As you may know, Hawaiian Airlines complies with the Air Carrier Access Act (the ACAA). Rule 14 CFR Part 382 of the ACAA prohibits discrimination by air carriers on the basis of physical or mental disability. Based on the information you provided, your family members are individuals with a disability, and the provisions of the ACAA apply to them. Therefore, I would like to take this opportunity to summarize parts of the Act that apply to them for air travel. Part 382.53 states, as a U.S. carrier, we must ensure that passengers with a disability who identify themselves as persons needing visual or hearing assistance have prompt access to the same information provided to other passengers at each gate, ticketing area, and customer service desk that we own, lease, or control at any U.S. or foreign airport, to the extent that this does not interfere with employees' safety and security duties as set forth in FAA, TSA, and applicable foreign regulations. We’re sorry for the way your request was handled by our Chief Agent, [redacted] at the ticket counter. We see that you initially stated that your in-laws have a disability. Therefore, she questioned how we can assist them.Once you identified they were both deaf, she offered to provide you with a pass to escort them to the gate. However, we understand that your ID was in the car and that you had to report to work. Nonetheless, we are glad that another agent, Marlene was able to contact the customer service agents at the gate.For future travels, they may identify their needs to any of our agents at the gate. This way our agents will know who they are and what assistance they require. Based on this information we believe we are not in violation of this part but we would like to take this time to apologize that we did not meet your expectations. How to Contact a Complaints Resolution Official or the Department of TransportationSection 382.151 of 14CFR states that each air carrier must designate one or more Complaints Resolution Officials (CROs) at each airport the carrier serves. Our station managers are our CROs. In the future, if you have any problems that need immediate resolution, please request the station manager on duty. If you disagree with our response or any of the actions we took or believe we violated any provision of the ACAA, you have the right to contact the Department of Transportation for help at:?Thank you for taking the time to let us know about your experience. Sincerely,
Aloha Ms. [redacted], We received your complaint from the Revdex.com today. I'm sorry you are still disappointed with our response. Although we understand you are disappointed with our policy regarding reimbursement, we are still unable to honor your request. We have refunded your...
transportation expense with the current day's conversion rate since it was paid for in Japanese Yen. All reimbursement is considered with current day's conversion rate. Respectfully, your case will remain closed.