Island Air

Aloha ***, Mahalo for contacting usUnfortunately, we don't have any say in the "package" price you purchased through an outside vendorAny Kama’aina rates that are quoted in a package price would be for the hotel and car only We do not offer any Kama’aina Rates on airfare If you did want to request a refund, you will need to call Online Travel Services at [redacted] ***Please provide them with your booking number that was issuedThey will review your request and advise you if it is possible or notPlease let us know if you have any further questions Kauinohea K [redacted] | Care Manager [redacted]

Unfortunately after the long searching process we have concluded that it has been misplaced. But im sure the airline should have all documents.

Mr. [redacted]
[redacted] 
[redacted]
 Aloha Mr. [redacted],
First and foremost, please accept our sincerest apology for any inconvenience
you may have experienced while traveling with us on November 15, 2015. While we
try our best to provide exceptional customer...

service, miscommunication between
out Flight Crew and Customer Service agents resulted in you exiting the
aircraft.
As a result, we have processed a refund of your College Standby ticket. A
total of $35.00 will be refunded to your [redacted] ending 6003.
On behalf of all of us here at Island Air, I would like to again
apologize for any and all inconveniences endured.  Contrary to the impression received, we do
value your patronage and hope you will not allow this incident to reflect
poorly on us. If we can be of further assistance, please do not hesitate to contact us. Mahalo,  
 
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]

Aloha [redacted], Mahalo for contacting us. Unfortunately, we don't have any say in the "package" price you purchased through an outside vendor. Any Kama’aina rates that are quoted in a package price would be for the hotel and car only.  We do not offer any Kama’aina Rates on airfare.  If you...

did want to request a refund, you will need to call Online Travel Services at [redacted]. Please provide them with your booking number that was issued. They will review your request and advise you if it is possible or not. Please let us know if you have any further questions.   Kauinohea K[redacted] | Care Manager [redacted]
[redacted]
[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. Thank you very much! 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/07/10) */
This passengers initial contact with Island Air on our Customer Care Tracker was dated July 5. It has since been refunded and closed as of July 7. As we did have new agents training at the time of check- in, the benefit of the doubt was given to...

this guest and refunded the requested charges.
Upon checking in on their return flight July 10, this guest did check in a total of 6 bags and charged for 3, as 3 car seats were waived!
Please find the correspondence below with this customer and the time stamps:
Tracking ID: [redacted]
Created on: 2014-07-05 22:15:40
Date: 2014-07-05 22:15:40
Name
Flight Date (mm/dd/yy): 07/03/14
Flight Number: 110
Flight From: Lihue, Kauai
Flight To: Honolulu, Oahu
Your Phone Number: [redacted]
I was charged $60 in baggage fees for my flight from Lihue to Honolulu on 07/03/14 (Conformation #[redacted]). I checked in 1 suitcase and 3 car seats. I called your customer service number and spoke with an extremely rude man who refused to assist me because "the computer said I had 6 bags; 4 suitcases and 2 car seats and there is no arguing with that" I was not given any receipt and it took 3 people to check me in because the woman said they were training and still learning. I did not receive any call back from your customer service number as promised. It is ridiculous that I have to pay $60 when I only checked in 1 suitcase. I am demanding a refund of $45 ASAP and I know you can verify with security footage that my statements are correct and your computer system is not. I have already filed a complaint with the Revdex.com.
Date: 2014-07-05 22:49:29
Mahalo for contacting us.
I would like a chance to apologize for this incident. Please allow us a moment to look in to this further; we will be in contact shortly thereafter. Your patience is greatly appreciated.
Date: 2014-07-06 17:13:57
Thank you for your patience while I reviewed the inconveniences that warranted your complaint.
I have spoken with the Lihue supervisor; unfortunately, there were new agents on the job that obviously had charged your bags incorrectly. He expresses his apologies for the unfortunate situation.
There is just one last step before we can send a refund request to our finance department in the amount of $45.00. For verification purposes, could you please supply us with the type of credit card used to pay for the purchase, the last 4 digits of the card, and the expiration date? In addition, the cardholders name would be greatly appreciated.
Once we receive the requested information, I (or someone else from the customer care department) will let you know what happens next in the process.
I would like to apologize again for the unfortunate situation, and I do thank you for choosing to fly with Island Air. Should you need any further assistance along the way, please do not hesitate to contact us.
Hope you had a good weekend!
Date: 2014-07-07 13:58:04
It is a VISA debit card, last four digits is , expiration date and cardholder's name is
Date: 2014-07-07 17:00:41
Thank you for your quick response.
I will go ahead and submit a refund request to our finance department in the amount of $45.00. Refunds are normally refunded to the account within 10 business days.
In the unlikely event you encounter any future problems with the refund, please do not hesitate to contact us.
Again, I apologize for the inconveniences caused by this unfortunate situation. Mahalo for choosing to fly with Island Air.
Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2014/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was refunded so I accept but I will never fly with island air again.

Aloha [redacted], Thank you for contacting Island Air. Again, I do apologize for the earlier miscommunication on our end. I am glad we were able to assist you better with re-booking your flight as requested. I had resent your updated itinerary to the email on file. Should you need further...

assistance, please feel free to contact us.  Mahalo for choosing Island Air.

Aloha,
You
can handle it through me. I have been in contact with my finance department. I
do apologize for the prolonging of this incident, but as my Customer Care
Specialists have advised, the charges were voided in our reservations system
which resulted in my team not being able to...

locate any transaction on your
credit card.
When
this was brought to the attention of my finance department, they in turn needed
to contact our bank and open a problem ticket which took 2 weeks to investigate
and return their findings.  Yes, we did void out the transaction in our
reservations system; however, the charges still went through since the ticket
purchase was done the evening before and submitted the following morning before
the void took place. I have verification from our bank that the funds were
deducted from your account.  I will submit your refund request to my
finance department (which will not get processed until Monday, the Corporate
Office is closed for the Thanksgiving Holiday). Please allow 7-10 business days
for posting back to your account, once it has been processed. Please reply here
with the last 4 digits of the credit card that you desire the refund to be
posted to.
Again, please accept my sincerest apologies.  Should
you have any further questions or concerns, please do not hesitate to contact
me.
Happy
Holidays!
Kaui
K[redacted]
Manager,
Customer Care and Reservations
[redacted]

Aloha,  Mahalo for allowing us an opportunity to respond and offer our potion on the matter. Please see the attached.