Hawaiian Airlines

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,

From: Hawaiian Airlines: Consumer Affairs Office ( [redacted] )To: [redacted] Subject: Hawaiian Airlines, Consumer Affairs Office - CN- [redacted] Date: 3/19/10:AMBody:Message From Consumer Affairs3/19/- Case: CN- [redacted] [redacted] - [redacted] Aloha Mr [redacted] , We've received your complaint to the Revdex.com on March 19, As stated in previous correspondence, your case was reviewed by my manager, Rose Harman and our Chief Executive Officer, [redacted] D [redacted] We are unable to grant your request for a refund for fees paid to United AirlinesAs a gesture of goodwill, we've issued you a $eTravel Credit, good for future travel on Hawaiian Airlines As previously stated, Hawaiian Airlines considers our response to be fair and appropriateYour case will remain closed Sincerely, Keenan A*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office

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 months I have asked to speak with a manager about times and they refuse to even respond I even wrote to the CEO of Hawaiian Airlines Hawaiian Airlines has agreed to give me a $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 $ 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 hours writing e mails and responding to their consumer affairs dept Sincerely, [redacted]

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]

Message From Consumer Affairs1/5/- Case: CN- [redacted] Revdex.com complaint # [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 outSale prices are based upon availabilityOur business is one of supply and demand, so fares do fluctuate as customers purchase flightsWe fully understand your frustrations and have shared your concerns with the appropriate department managers for their review and future considerationThank you for sharing your experience with us.Sincerely, [redacted] *** Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office

11/19/2014- Case: CN-00928002Roberta [redacted] - [email protected] Ms***,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 $and purchased an inflight movie at $7.99.Thankyou for choosing Hawaiian Airlines.Sincerely,

Complaint: [redacted] I am rejecting this response because: I'm extremely disappointed that my reasonable request of reimbursement is refusedMy phone number has been valid for fifteen yearsUnsure why it is so hard for your company to contact meIf 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 closedYour airline has lovely fights but very disappointed in customer service and lack of notification by your company Sincerely, [redacted] ***

Dear Ms***,We're sorry to hear of your experienceA representative from [redacted] travel will be contacting you.Mahalo, [redacted] Consumer Affairs Office

Message From Consumer Affairs3/25/- 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 websiteWe have referred your issue to our Gift Card Manager and she will be contacting you soon to assist you Thank you for choosing Hawaiian AirlinesSincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office

Message From Consumer Affairs3/27/- Case: CN- [redacted] [redacted] * [redacted] Aloha Ms***, 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 claimAs a customer, you are our valued guest, so there's never an acceptable excuse when you receive poor serviceTo resolve your issue, we have forwarded your information to our Central Baggage Services DepartmentA representative will be contacting you in the near future to discuss your caseIf you would like to follow up on the status of your case, please contact Central Baggage Services directly at [redacted] daily from 4:a.mto 10:p.m(Hawaii Standard Time), days a week, including holidaysWe appreciate your continued patience and understanding in this matterSincerely,Lawrence Kaneshiro Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office

[redacted] * [redacted] Aloha Mr [redacted] , Please accept our sincere apologies for the delay of your flight to Kona on November As a customer, you are our valued guestWe understand that you were inconvenienced by our delay, and we take that very seriouslyThe 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 guestsWe take into account how long the delay lasted and when the delay occurredOur guidelines allow us to provide consistent treatment for all of our guestsWe have reviewed your case and see that no compensation was issued for the flightThis is consistent with our guidelinesWe're unable to offer your requested compensationHowever, as a courtesy, we are issuing you and Ms [redacted] each 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 - business daysWe recommend that you add " [redacted] ” to your accepted email recipient list so the email is not misdirected to your spam folderPlease 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 reviewMr [redacted] , thank you for taking the time to let us know about your experienceWe 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 checounterAs a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor serviceWe take experiences such as yours seriously, and we will use your feedback to make sure that we improve our serviceAs you may know, Hawaiian Airlines complies with the Air Carrier Access Act (the ACAA)Rule CFR Part of the ACAA prohibits discrimination by air carriers on the basis of physical or mental disabilityBased on the information you provided, your family members are individuals with a disability, and the provisions of the ACAA apply to themTherefore, I would like to take this opportunity to summarize parts of the Act that apply to them for air travel Part states, as a U.Scarrier, 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.Sor 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 regulationsWe’re sorry for the way your request was handled by our Chief Agent, [redacted] at the ticket counterWe see that you initially stated that your in-laws have a disabilityTherefore, 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 gateHowever, we understand that your ID was in the car and that you had to report to workNonetheless, 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 gateThis way our agents will know who they are and what assistance they requireBased 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 of 14CFR states that each air carrier must designate one or more Complaints Resolution Officials (CROs) at each airport the carrier servesOur station managers are our CROsIn the future, if you have any problems that need immediate resolution, please request the station manager on dutyIf 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 experienceSincerely,

Complaint: [redacted] I am rejecting this response because: on 2/22/my flight from JFK airport to Hawaii, the pilot announced that we were getting a refund of $not an airline creditI want what was promised to me.Again another obstacle to get what was promised to meI am also rejecting my flight from Hawaii to JFK airportMy son and I asked about my arrangements for leg room to pay for and they say they had no room on flightI also had to pay for both luggagesI should have a refund for my luggages tooI am very unsatisfied with Hawaiian Airlines accommodations 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 replyI 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 meI 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 ACAAI 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 provisionsAnd 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 deafI think you need to take time to read my letter againI 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 onlineDespite that call, I found myself having to advise Hawaiian Airlines again at chewith 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 fineAll I asked for was a call to the gate to advise that deaf passengers would be waiting and could miss any audio calls for boardingYour 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 readHer “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 gateSo you are basically telling me that there are no codes that the cheagents 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 ordinaryEspecially 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 responseI 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] The resolution was satisfactory, but not optimalThe erroneous changes totaling $for the one gift card that I never received were removed from my credit card accountHowever, I am disappointed that Hawaii Air did not reimburse me for at least an hour of the I spent attempting to resolve the problemIn the future, I will not recommend Hawaii Air to my business associates, friends, and family Regards, [redacted]

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 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-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] , A representative from [redacted] will be contacting you directly.We appreciate your patience.Mahalo,

Message From Consumer Affairs2/13/- Case: CN- [redacted] Complaint ID [redacted] * [redacted] Aloha Ms***,We received your complaint to the Revdex.com (Revdex.com) on February 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 changesThe automated system documents the reservation with the email address the notification was sent to and timeWe 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 optionsWhen there are schedule changes, we do offer customers the ability to change their flights within a day period and waive the change fee and fare difference, however this is only for the same class of serviceUnfortunately, the flight you wanted only had First Class seats availableIf customers choose to upgrade, the difference in fare to upgrade is not refundable As a courtesy, we issued each of you a $eTravel Credit (total $518.40, the additional amount you paid to change your flights), good for future travel on Hawaiian AirlinesIf you would prefer, we can combine it into one eTravel Credit, rather than fourPlease 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