Case ID # [redacted] On Mar 5, 2015: This incident was resolved with compensation provided in the form of a reimbursement check #***, in the amount of $to [redacted]
I am rejecting this response because: In further review of Ms***'s statement, there are other inaccurate statements Our 10:flight was NOT cancelled due to mechanical problemsWe were in line to board it because we were not told we were bumped We watched it fly off the tarmac We were told the 7:flight was cancelled thus resulting in reassignment of the 7:passengers I would like an explanation of how "hastening" to tell us our flight was cancelled was an hour in duration and NOT at the time of check in Again, the flight with mechanical problems was the flight at 7:am This Mokulele employee had been reassigning passengers all morning long according to her statement to us In addition, we stood in line for our flight, and the following flight only to be turned away both times before we were told we would not be on the following flight but the flight after that It was at that time we did say it was unacceptable BECAUSE WE HAD UNFROZEN MEAT AND [redacted] WOULD MISS HIS WORK SHIFT The employee could/would not offer any explanation other than she was "too busy" to let us know With the new knowledge refrigeration was available to us and not offered after notifying her, I am again asking for compensation of the meat It is becoming clear to me that perhaps Ms [redacted] has been mislead by the employee upon asking her about the situation [redacted] continues to fly frequently on Mokulele airlines He will again be going to Kona next week and is willing to meet with Ms [redacted] and the employee to discuss the accuracy of the events ~ ***
Complaint: [redacted] I am rejecting this response because: From: [redacted] [mailto: [redacted] [email protected]] Sent: Saturday, January 17, 12:AMTo: [redacted] ***; [redacted] [redacted] @mokulelehawaii.comSubject: Moving forward for resolution Aloha, Very early on I stated that Ms [redacted] had been misleadBy mokulele's own statement, they have caught themselves in their own lie [redacted] stated I was on the phone when [redacted] was offered and then declined seats for the earlier flightI was already talking to customer service asking for resolution for that denied flightHow could we be denied a flight and then offered seats on that flight after the fact? We were not told upon check in anything about our flight being cancelled or us being bumpedIt wasn't until two flights later that we were told to go back to the counterIt was only then we were informed [redacted] says we checked in about nine, the second flight left at 10:That is an hour and a halfFirst Ms [redacted] was told the employee "hastened" to tell us, then the story changed to everyone was told at check inNeither of which is trueWe told the employee we had unfrozen meat and that [redacted] would miss his work shiftI am willing to provide a copy of the disciplinary write upI have acknowledged both in this complaint process and in the phone call we were upsetMokulele's employees have omitted/ denied that we informed them of these thingsWe were upset because had we been told we could have made arrangementsI stated that at the beginning of this processMs [redacted] was told at first "we" denied the earlier flight seats and chose to take the 12:flight, then it changed to only *** [redacted] established a time line that clearly shows we/he was not offered those seats as claimedI was told at the counter we would be on the earlier flightI hope Ms [redacted] will now the situation for what it is and make right the awful experienceThe actions and decisions of the employee cost us loss of food and wagesWe were told we would be on an earlier flight which would have negated these losses had we been on itMokulele does not want to accept responsibility because it is costlyWe have already suffered these losses at the hands of an inept, untruthful employeeThere was refrigeration for the meat that was not offered, we were promised an earlier flight that would have allowed him to make his shiftWe were then denied that flight and by business accountability should be refunded the fare for the failure to make good on the commitment 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]
Complaint: [redacted] I am rejecting this response because: The audio copy will not play on my *** Please provide another format or a written transcript***'s accounting is not accurate There was not a long line there were parties in front of us We did not check in with another couple We were not told that anything was amiss That is why we went to the side to wait When we went to board we were told that we would be on the next flight We went to board that flight and we're told there was a problem and to go to the counter It was only then we were told we were bumped We were very upset at this news When pressed, the counter girl said she was "too busy" to tell us [redacted] heard this [redacted] continued to be upsetI told him to sit down It was clear neither [redacted] or the counter girl were going to make any attempt to remedy the situation so I remained at the counter It was then I asked her to talk to her supervisor She went and smoked a cigarette, came back and offered me a $refund I declined it She said she would put us on the next flight (11:30)I took her at her word and sat down When it came time to board that flight she quietly walked up to US and said we would not be getting on that flight It was then I walked away to make the customer service call [redacted] states [redacted] declined the earlier flight AFTER WE WERE TOLD WE WERENT GOING TO BE ON IT Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Clearly whoever has read the unsolicited email from Mokulele asking for feedback on their "performance" has not done their homework on this case The audio tape coincides with my claims But I get it, if I was representing Mokulele I wouldn't own up to the lying and manipulating by the employees from the counter clerks to management eitherStick by your policies, babe Just stick by your policies I have no desire to do business with Mokulele on any level or rehash this Revdex.com complaint Please consider the matter closed I would advise Mokulele if they no longer want to hear my opinion that they remove my email address from their database because every time they ask, I will tell them Sincerely, [redacted]
Case ID # [redacted] (Consumer; [redacted] ) – closed unresolved on 02/02/after no response from Mokulele after consumer rejected/rebutted Mokulele’s responseAs mentioned in our previous emails, the primary cause of the delay to the passenger’s original flight arrangements was due to a mechanical problem with our aircraftSubsequently, the passenger’s original flight arrangements were cancelled and the passengers were accommodated to a flight that departed hours laterPlease know Mokulele Airlines must follow the strictest safety regulations in compliance with the Federal Aviation Administration’s (FAA) long list of flight requirements to ensure that our planes are certified to fly We continuously adhere to high FAA standards to ensure our planes are air-safety for our passengers and airline crew Superseding our emails, this is to reiterate the following: 1) The passenger’s claim for compensation for spoiled meat valued at $ Based on our Contract of Carriage (see below and notated in our previous emails) Mokulele Airlines remains legally not responsible for the spoilage of their meats In accordance with our Contract of Carriage: Baggage: Rule 26: Additional Liability Limitations, Item #c, #11-a, #and # C General Limitation of Liability # Exclusions from Baggage Liability(A) Notwithstanding the foregoing limitations, Mokulele Airlines shall not be liable for the loss of, damage to or delay in delivery of any fragile or perishable items, nor for loss of damage to or delay of any of the following: (2) Frozen or preserved food and related items; (21) Perishable items such as food, seafood, tobacco and related items; 2) The passenger’s claim for wage loss compensation Based on our Contract of Carriage (see below and notated in our previous emails) Mokulele Airlines remains legally not responsible for any wage loss 3) The passenger’s claim for compensation for the cost of their airfare Mokulele Airlines successfully transported the passengers on our Flight #from Kona to Kahului Maui, which departed @ 12:15pmFlight Delays, Cancellations, Aircraft Changes, Item #E, # E Schedule Irregularity# Disclaimer: Mokulele Flight Service shall not be liable for additional costs or expenses incurred by Passenger as a result of a Schedule Irregularity except as noted below Except to the extent to provide in this Rule and the Warsaw Convention, Mokulele shall not be liable for any Schedule Irregularity resulting as a delay, misconnection or cancellation Mokulele will only be responsible for transportation from Point A to Point B as agreed on the original contract with passenger Again, we apologize for the inconveniences experienced by the passengersRest assured the safety of our passengers is always our “first and primary concern!”
Complaint: ***
Mokulele is providing information I have asked for so there is no reason to accept nor reject their action as it is a part of the resolution process I am responding in accordance to the day response window
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
We were told the 7:flight was cancelled Again, this is inaccurate if not deliberately misleading information we were given at the time It is also irrelevant to the claim basis Our losses were due to decision making of the Mokuele employeeWe, in NO WAY agreed to the 12:flight It is illogical that we agreed to it, then turned around and filed a complaint Following this thought, IF we agreed to the 12:flight why would I call customer service to ask for resolution PRIOR to the 12:leaving? We we were PROMISED the earlier flight and NOT allowed on it I am AGAIN asking for the transcript of my customer service call that was made PRIOR to the 12:flight In that call I specifically stated twice that if no resolution could be made at that time, I would be filing a complaint with the Revdex.com I spoke with Linea (sp)We let the counter clerk know that we had perishables We have since learned we could have saved the meat however the Mokulele employee failed to offer that service Our loss of perishables and wages were due to the decisions of the Mokulele employee The employee made a promise of an earlier flight which she did not follow through on, and did not offer on-sight accommodations for the meat THIS is what my claim is based on, not the flight scheduling Had we been on the flight we were PROMISED neither loss would have occurred I am asking for refund of the ticket purchase because we were not allowed on the flight we promised
Sincerely,
*** ***
We were scheduled for a quick trip across the island and the flight left earlyThis after checking with them the previous two days to make sure the flight was leaving on timeWhich is a dead zoneNo one answers the phoneIf you're lucky you'll get a call backAt any rate the flight confirmation was scheduled to depart at 9am and asked ua to be thete by 9ambut luyerally flew away at 850amThats not o ly ealry but before the required agreed upon scheduled time on the confirmation of 9amWe have this in writingThey claimed to have called us but not one of us, people, none of us received a callAlso, we arrived just prior to 9am and found the plane goneAsking get for another option the customer service counter showed little...no....zero concern for our lost flight and moneyI wouldn't recommend this place for any tourist travel
We received your correspondence today (October 22, 2014) dated. October 16, 2014. For the record, please note the lag time of approximately days between the two cities, which consequently, shortens our timeframe to respond. As of October 20, 2014, this issue has
been satisfactorily resolved • Please feel free to contact me, should you any future questions,
From: [redacted] [mailto:[redacted]] Sent: Monday, December 08, 2014 6:28 PMTo: [redacted]Subject: RE: Revdex.com Complaint ID: [redacted] ([redacted])/[redacted], [redacted] and [redacted], [redacted] Dear Ms. [redacted], My apologies I have been out of town due to a recent death in my family. In addition, I needed to wait for a reply from the Ms. [redacted], our Kona Station Manager as her team was also, out due to the Thanksgiving holiday. Again, I have reviewed and verified our flight records with Ms. [redacted] regarding the Kona Flight Operations that occurred on October 8, 2014, the day Ms. [redacted] and Mr. [redacted] travelled. In response to Ms. [redacted]’s correspondence that was emailed on November 26th, our records do verify the following: The scheduled flight for Ms. [redacted] and Mr. [redacted]: Flight #1761 from Kona to Kahului, Maui, scheduled to depart @ 10:15am was definitely cancelled due to mechanical reasons. This flight did not operate. Flight #1757 from Kona to Kahului, Maui, originally scheduled to depart @ 7:30am was not cancelled but instead was delayed for 2 hours and 30 minutes. This flight departed Kona @ 10:00am. Flight #1727 from Kona to Kahului, Maui, scheduled to depart at 10:35am, departed Kona on-time at 10:35am. Flight #1785 from Kona to Kapulua, Maui scheduled to depart at 11:00am, departed Kona on-time at 11:00am. Flight #1735 from Kona to Kahului, Maui scheduled to depart at 11:30am, departed Kona 5 minutes earlier at 11:25am. We had offered seats to the passengers but they decided to remain on Flight #2043 @ 12:15pm. The new scheduled flight for Ms. [redacted] and Mr. [redacted]: Flight #2043 from Kona to Kahului, Maui scheduled to depart at 12:15pm, departed Kona on-time at 12:15pm. Please note, based on the above named arrivals and departures of 4-5 planes, there was an enormous amount of passenger processing that had transpired. At times processing occurred almost simultaneously during the interim period from 9:30am to 12:15pm, which may have caused a misinterpretation of the actual events. As stated in my correspondence emailed to Ms. [redacted] on October 24th, there is a limitation of liability regarding the carriage of perishable items. To reiterate, please refer to our Contract of Carriage (a copy is available on our website: www.mokuleleairlines.com), Rule 26: Additional Liability Limitations, Item #C, #11-A, #2 and #21. C. General Limitation of Liability. Except to the extent the Warsaw Convention or other applicable law may otherwise require or except as specifically provided otherwise in this Contract of Carriage, the following limitations of liability apply: 11. Exclusions from Baggage Liability (Applies to Domestic and International Carriage). (A) Notwithstanding the foregoing limitations, MW shall not be liable for the loss of, damage to or delay in delivery of any fragile or perishable items, nor for loss of, damage to or delay in delivery of any of the following: (2) Frozen or preserved food & related items; (21) Perishable items such as food, seafood, tobacco and related items; Our Kona Station Manager, Ms. [redacted] has agreed to meet with Ms. [redacted] and/or Mr. [redacted], during the week of December 15-19, 2014 or any day that they will be in Kona or a day that is convenient for them, to review the events surrounding this incident. She will require at least a 48 hour or more notification due to her upcoming busy schedule and previous meetings that she is already committed to. Please email me the passenger’s availability and I will immediately notify Ms. [redacted]. Please email me, should you have any further questions. Sincerely, [redacted] Director of Customer Care 300 Rodgers Blvd. Honolulu, HI 96819
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]
We flew Mokulele Airlines from Maui to Hawaii and return. Although we were a little skeptical, were very satisfied with the experience and definitely would use this airline again.
Complaint: [redacted]
I am rejecting this response because:
Clearly whoever has read the unsolicited email from Mokulele asking for feedback on their "performance" has not done their homework on this case. The audio tape coincides with my claims.
But I get it, if I was representing Mokulele I wouldn't own up to the lying and manipulating by the employees from the counter clerks to management either. Stick by your policies, babe. Just stick by your policies.
I have no desire to do business with Mokulele on any level or rehash this Revdex.com complaint. Please consider the matter closed. I would advise Mokulele if they no longer want to hear my opinion that they remove my email address from their database because every time they ask, I will tell them.
Case ID #[redacted] On Mar 5, 2015: This incident was resolved with compensation provided in the form of a reimbursement check #[redacted], in the amount of $169.49 to [redacted].
Case ID #[redacted] (Consumer; [redacted]) – closed unresolved on 02/02/2015 after no response from Mokulele after consumer rejected/rebutted Mokulele’s response. As mentioned in our previous emails, the primary cause of the delay to the passenger’s original flight arrangements was due to a mechanical problem with our aircraft. Subsequently, the passenger’s original flight arrangements were cancelled and the passengers were accommodated to a flight that departed 2 hours later. Please know Mokulele Airlines must follow the strictest safety regulations in compliance with the Federal Aviation Administration’s (FAA) long list of flight requirements to ensure that our planes are certified to fly. We continuously adhere to high FAA standards to ensure our planes are air-safety for our passengers and airline crew. Superseding our emails, this is to reiterate the following: 1) The passenger’s claim for compensation for spoiled meat valued at $100.00. Based on our Contract of Carriage (see below and notated in our previous emails) Mokulele Airlines remains legally not responsible for the spoilage of their meats. In accordance with our Contract of Carriage: Baggage: Rule 26: Additional Liability Limitations, Item #c, #11-a, #2 and #21. C. General Limitation of Liability. #11. Exclusions from Baggage Liability. (A) Notwithstanding the foregoing limitations, Mokulele Airlines shall not be liable for the loss of, damage to or delay in delivery of any fragile or perishable items, nor for loss of damage to or delay of any of the following: (2) Frozen or preserved food and related items; (21) Perishable items such as food, seafood, tobacco and related items; 2) The passenger’s claim for wage loss compensation. Based on our Contract of Carriage (see below and notated in our previous emails) Mokulele Airlines remains legally not responsible for any wage loss. 3) The passenger’s claim for compensation for the cost of their airfare. Mokulele Airlines successfully transported the passengers on our Flight #2043 from Kona to Kahului Maui, which departed @ 12:15pm. Flight Delays, Cancellations, Aircraft Changes, Item #E, #1. E. Schedule Irregularity. #1. Disclaimer: Mokulele Flight Service shall not be liable for additional costs or expenses incurred by Passenger as a result of a Schedule Irregularity except as noted below. Except to the extent to provide in this Rule and the Warsaw Convention, Mokulele shall not be liable for any Schedule Irregularity resulting as a delay, misconnection or cancellation. Mokulele will only be responsible for transportation from Point A to Point B as agreed on the original contract with passenger. Again, we apologize for the inconveniences experienced by the passengers. Rest assured the safety of our passengers is always our “first and primary concern!”
Complaint: [redacted]
I am rejecting this response because:
Mokulele provided documents ABOUT ANOTHER PERSON AND THEIR COMPLAINT. NOT MINE. My name is [redacted] not [redacted]. My complaint HAS NOT BEEN RESOLVED OR EVEN RESPONDED TO.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I provided the receipt directly to the airline and I'm actually the one waiting for a response to my question about when I will receive the check.
Any idea if there is an answer to this question?
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/02/05) */
Contact Name and Title: [redacted]/ Customer Care Rep
Contact Email: [redacted]@mokulelehawaii.com
This passenger booked his flights through another airline's website. Mokulele Airlines had to go through a third party to recoup the...
cost.
A check was issued by Mokulele's Refunds Depart on Jan 28, 2014.
Case ID # [redacted] On Mar 5, 2015: This incident was resolved with compensation provided in the form of a reimbursement check #***, in the amount of $to [redacted]
I am rejecting this response because: In further review of Ms***'s statement, there are other inaccurate statements Our 10:flight was NOT cancelled due to mechanical problemsWe were in line to board it because we were not told we were bumped We watched it fly off the tarmac We were told the 7:flight was cancelled thus resulting in reassignment of the 7:passengers I would like an explanation of how "hastening" to tell us our flight was cancelled was an hour in duration and NOT at the time of check in Again, the flight with mechanical problems was the flight at 7:am This Mokulele employee had been reassigning passengers all morning long according to her statement to us In addition, we stood in line for our flight, and the following flight only to be turned away both times before we were told we would not be on the following flight but the flight after that It was at that time we did say it was unacceptable BECAUSE WE HAD UNFROZEN MEAT AND [redacted] WOULD MISS HIS WORK SHIFT The employee could/would not offer any explanation other than she was "too busy" to let us know With the new knowledge refrigeration was available to us and not offered after notifying her, I am again asking for compensation of the meat It is becoming clear to me that perhaps Ms [redacted] has been mislead by the employee upon asking her about the situation [redacted] continues to fly frequently on Mokulele airlines He will again be going to Kona next week and is willing to meet with Ms [redacted] and the employee to discuss the accuracy of the events ~ ***
Complaint: [redacted] I am rejecting this response because: From: [redacted] [mailto: [redacted] [email protected]] Sent: Saturday, January 17, 12:AMTo: [redacted] ***; [redacted] [redacted] @mokulelehawaii.comSubject: Moving forward for resolution Aloha, Very early on I stated that Ms [redacted] had been misleadBy mokulele's own statement, they have caught themselves in their own lie [redacted] stated I was on the phone when [redacted] was offered and then declined seats for the earlier flightI was already talking to customer service asking for resolution for that denied flightHow could we be denied a flight and then offered seats on that flight after the fact? We were not told upon check in anything about our flight being cancelled or us being bumpedIt wasn't until two flights later that we were told to go back to the counterIt was only then we were informed [redacted] says we checked in about nine, the second flight left at 10:That is an hour and a halfFirst Ms [redacted] was told the employee "hastened" to tell us, then the story changed to everyone was told at check inNeither of which is trueWe told the employee we had unfrozen meat and that [redacted] would miss his work shiftI am willing to provide a copy of the disciplinary write upI have acknowledged both in this complaint process and in the phone call we were upsetMokulele's employees have omitted/ denied that we informed them of these thingsWe were upset because had we been told we could have made arrangementsI stated that at the beginning of this processMs [redacted] was told at first "we" denied the earlier flight seats and chose to take the 12:flight, then it changed to only *** [redacted] established a time line that clearly shows we/he was not offered those seats as claimedI was told at the counter we would be on the earlier flightI hope Ms [redacted] will now the situation for what it is and make right the awful experienceThe actions and decisions of the employee cost us loss of food and wagesWe were told we would be on an earlier flight which would have negated these losses had we been on itMokulele does not want to accept responsibility because it is costlyWe have already suffered these losses at the hands of an inept, untruthful employeeThere was refrigeration for the meat that was not offered, we were promised an earlier flight that would have allowed him to make his shiftWe were then denied that flight and by business accountability should be refunded the fare for the failure to make good on the commitment 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]
Complaint: [redacted] I am rejecting this response because: The audio copy will not play on my *** Please provide another format or a written transcript***'s accounting is not accurate There was not a long line there were parties in front of us We did not check in with another couple We were not told that anything was amiss That is why we went to the side to wait When we went to board we were told that we would be on the next flight We went to board that flight and we're told there was a problem and to go to the counter It was only then we were told we were bumped We were very upset at this news When pressed, the counter girl said she was "too busy" to tell us [redacted] heard this [redacted] continued to be upsetI told him to sit down It was clear neither [redacted] or the counter girl were going to make any attempt to remedy the situation so I remained at the counter It was then I asked her to talk to her supervisor She went and smoked a cigarette, came back and offered me a $refund I declined it She said she would put us on the next flight (11:30)I took her at her word and sat down When it came time to board that flight she quietly walked up to US and said we would not be getting on that flight It was then I walked away to make the customer service call [redacted] states [redacted] declined the earlier flight AFTER WE WERE TOLD WE WERENT GOING TO BE ON IT Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Clearly whoever has read the unsolicited email from Mokulele asking for feedback on their "performance" has not done their homework on this case The audio tape coincides with my claims But I get it, if I was representing Mokulele I wouldn't own up to the lying and manipulating by the employees from the counter clerks to management eitherStick by your policies, babe Just stick by your policies I have no desire to do business with Mokulele on any level or rehash this Revdex.com complaint Please consider the matter closed I would advise Mokulele if they no longer want to hear my opinion that they remove my email address from their database because every time they ask, I will tell them Sincerely, [redacted]
Case ID # [redacted] (Consumer; [redacted] ) – closed unresolved on 02/02/after no response from Mokulele after consumer rejected/rebutted Mokulele’s responseAs mentioned in our previous emails, the primary cause of the delay to the passenger’s original flight arrangements was due to a mechanical problem with our aircraftSubsequently, the passenger’s original flight arrangements were cancelled and the passengers were accommodated to a flight that departed hours laterPlease know Mokulele Airlines must follow the strictest safety regulations in compliance with the Federal Aviation Administration’s (FAA) long list of flight requirements to ensure that our planes are certified to fly We continuously adhere to high FAA standards to ensure our planes are air-safety for our passengers and airline crew Superseding our emails, this is to reiterate the following: 1) The passenger’s claim for compensation for spoiled meat valued at $ Based on our Contract of Carriage (see below and notated in our previous emails) Mokulele Airlines remains legally not responsible for the spoilage of their meats In accordance with our Contract of Carriage: Baggage: Rule 26: Additional Liability Limitations, Item #c, #11-a, #and # C General Limitation of Liability # Exclusions from Baggage Liability(A) Notwithstanding the foregoing limitations, Mokulele Airlines shall not be liable for the loss of, damage to or delay in delivery of any fragile or perishable items, nor for loss of damage to or delay of any of the following: (2) Frozen or preserved food and related items; (21) Perishable items such as food, seafood, tobacco and related items; 2) The passenger’s claim for wage loss compensation Based on our Contract of Carriage (see below and notated in our previous emails) Mokulele Airlines remains legally not responsible for any wage loss 3) The passenger’s claim for compensation for the cost of their airfare Mokulele Airlines successfully transported the passengers on our Flight #from Kona to Kahului Maui, which departed @ 12:15pmFlight Delays, Cancellations, Aircraft Changes, Item #E, # E Schedule Irregularity# Disclaimer: Mokulele Flight Service shall not be liable for additional costs or expenses incurred by Passenger as a result of a Schedule Irregularity except as noted below Except to the extent to provide in this Rule and the Warsaw Convention, Mokulele shall not be liable for any Schedule Irregularity resulting as a delay, misconnection or cancellation Mokulele will only be responsible for transportation from Point A to Point B as agreed on the original contract with passenger Again, we apologize for the inconveniences experienced by the passengersRest assured the safety of our passengers is always our “first and primary concern!”
Complaint: ***
Mokulele is providing information I have asked for so there is no reason to accept nor reject their action as it is a part of the resolution process I am responding in accordance to the day response window
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
We were told the 7:flight was cancelled Again, this is inaccurate if not deliberately misleading information we were given at the time It is also irrelevant to the claim basis Our losses were due to decision making of the Mokuele employeeWe, in NO WAY agreed to the 12:flight It is illogical that we agreed to it, then turned around and filed a complaint Following this thought, IF we agreed to the 12:flight why would I call customer service to ask for resolution PRIOR to the 12:leaving? We we were PROMISED the earlier flight and NOT allowed on it I am AGAIN asking for the transcript of my customer service call that was made PRIOR to the 12:flight In that call I specifically stated twice that if no resolution could be made at that time, I would be filing a complaint with the Revdex.com I spoke with Linea (sp)We let the counter clerk know that we had perishables We have since learned we could have saved the meat however the Mokulele employee failed to offer that service Our loss of perishables and wages were due to the decisions of the Mokulele employee The employee made a promise of an earlier flight which she did not follow through on, and did not offer on-sight accommodations for the meat THIS is what my claim is based on, not the flight scheduling Had we been on the flight we were PROMISED neither loss would have occurred I am asking for refund of the ticket purchase because we were not allowed on the flight we promised
Sincerely,
*** ***
We were scheduled for a quick trip across the island and the flight left earlyThis after checking with them the previous two days to make sure the flight was leaving on timeWhich is a dead zoneNo one answers the phoneIf you're lucky you'll get a call backAt any rate the flight confirmation was scheduled to depart at 9am and asked ua to be thete by 9ambut luyerally flew away at 850amThats not o ly ealry but before the required agreed upon scheduled time on the confirmation of 9amWe have this in writingThey claimed to have called us but not one of us, people, none of us received a callAlso, we arrived just prior to 9am and found the plane goneAsking get for another option the customer service counter showed little...no....zero concern for our lost flight and moneyI wouldn't recommend this place for any tourist travel
We received your correspondence today (October 22, 2014) dated. October 16, 2014. For the record, please note the lag time of approximately days between the two cities, which consequently, shortens our timeframe to respond. As of October 20, 2014, this issue has
been satisfactorily resolved • Please feel free to contact me, should you any future questions,
From: [redacted] [mailto:[redacted]] Sent: Monday, December 08, 2014 6:28 PMTo: [redacted]Subject: RE: Revdex.com Complaint ID: [redacted] ([redacted])/[redacted], [redacted] and [redacted], [redacted] Dear Ms. [redacted], My apologies I have been out of town due to a recent death in my family. In addition, I needed to wait for a reply from the Ms. [redacted], our Kona Station Manager as her team was also, out due to the Thanksgiving holiday. Again, I have reviewed and verified our flight records with Ms. [redacted] regarding the Kona Flight Operations that occurred on October 8, 2014, the day Ms. [redacted] and Mr. [redacted] travelled. In response to Ms. [redacted]’s correspondence that was emailed on November 26th, our records do verify the following: The scheduled flight for Ms. [redacted] and Mr. [redacted]: Flight #1761 from Kona to Kahului, Maui, scheduled to depart @ 10:15am was definitely cancelled due to mechanical reasons. This flight did not operate. Flight #1757 from Kona to Kahului, Maui, originally scheduled to depart @ 7:30am was not cancelled but instead was delayed for 2 hours and 30 minutes. This flight departed Kona @ 10:00am. Flight #1727 from Kona to Kahului, Maui, scheduled to depart at 10:35am, departed Kona on-time at 10:35am. Flight #1785 from Kona to Kapulua, Maui scheduled to depart at 11:00am, departed Kona on-time at 11:00am. Flight #1735 from Kona to Kahului, Maui scheduled to depart at 11:30am, departed Kona 5 minutes earlier at 11:25am. We had offered seats to the passengers but they decided to remain on Flight #2043 @ 12:15pm. The new scheduled flight for Ms. [redacted] and Mr. [redacted]: Flight #2043 from Kona to Kahului, Maui scheduled to depart at 12:15pm, departed Kona on-time at 12:15pm. Please note, based on the above named arrivals and departures of 4-5 planes, there was an enormous amount of passenger processing that had transpired. At times processing occurred almost simultaneously during the interim period from 9:30am to 12:15pm, which may have caused a misinterpretation of the actual events. As stated in my correspondence emailed to Ms. [redacted] on October 24th, there is a limitation of liability regarding the carriage of perishable items. To reiterate, please refer to our Contract of Carriage (a copy is available on our website: www.mokuleleairlines.com), Rule 26: Additional Liability Limitations, Item #C, #11-A, #2 and #21. C. General Limitation of Liability. Except to the extent the Warsaw Convention or other applicable law may otherwise require or except as specifically provided otherwise in this Contract of Carriage, the following limitations of liability apply: 11. Exclusions from Baggage Liability (Applies to Domestic and International Carriage). (A) Notwithstanding the foregoing limitations, MW shall not be liable for the loss of, damage to or delay in delivery of any fragile or perishable items, nor for loss of, damage to or delay in delivery of any of the following: (2) Frozen or preserved food & related items; (21) Perishable items such as food, seafood, tobacco and related items; Our Kona Station Manager, Ms. [redacted] has agreed to meet with Ms. [redacted] and/or Mr. [redacted], during the week of December 15-19, 2014 or any day that they will be in Kona or a day that is convenient for them, to review the events surrounding this incident. She will require at least a 48 hour or more notification due to her upcoming busy schedule and previous meetings that she is already committed to. Please email me the passenger’s availability and I will immediately notify Ms. [redacted]. Please email me, should you have any further questions. Sincerely, [redacted] Director of Customer Care 300 Rodgers Blvd. Honolulu, HI 96819
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]
We flew Mokulele Airlines from Maui to Hawaii and return. Although we were a little skeptical, were very satisfied with the experience and definitely would use this airline again.
Complaint: [redacted]
I am rejecting this response because:
Clearly whoever has read the unsolicited email from Mokulele asking for feedback on their "performance" has not done their homework on this case. The audio tape coincides with my claims.
But I get it, if I was representing Mokulele I wouldn't own up to the lying and manipulating by the employees from the counter clerks to management either. Stick by your policies, babe. Just stick by your policies.
I have no desire to do business with Mokulele on any level or rehash this Revdex.com complaint. Please consider the matter closed. I would advise Mokulele if they no longer want to hear my opinion that they remove my email address from their database because every time they ask, I will tell them.
Sincerely,
[redacted]
Case ID #[redacted] On Mar 5, 2015: This incident was resolved with compensation provided in the form of a reimbursement check #[redacted], in the amount of $169.49 to [redacted].
Case ID #[redacted] (Consumer; [redacted]) – closed unresolved on 02/02/2015 after no response from Mokulele after consumer rejected/rebutted Mokulele’s response. As mentioned in our previous emails, the primary cause of the delay to the passenger’s original flight arrangements was due to a mechanical problem with our aircraft. Subsequently, the passenger’s original flight arrangements were cancelled and the passengers were accommodated to a flight that departed 2 hours later. Please know Mokulele Airlines must follow the strictest safety regulations in compliance with the Federal Aviation Administration’s (FAA) long list of flight requirements to ensure that our planes are certified to fly. We continuously adhere to high FAA standards to ensure our planes are air-safety for our passengers and airline crew. Superseding our emails, this is to reiterate the following: 1) The passenger’s claim for compensation for spoiled meat valued at $100.00. Based on our Contract of Carriage (see below and notated in our previous emails) Mokulele Airlines remains legally not responsible for the spoilage of their meats. In accordance with our Contract of Carriage: Baggage: Rule 26: Additional Liability Limitations, Item #c, #11-a, #2 and #21. C. General Limitation of Liability. #11. Exclusions from Baggage Liability. (A) Notwithstanding the foregoing limitations, Mokulele Airlines shall not be liable for the loss of, damage to or delay in delivery of any fragile or perishable items, nor for loss of damage to or delay of any of the following: (2) Frozen or preserved food and related items; (21) Perishable items such as food, seafood, tobacco and related items; 2) The passenger’s claim for wage loss compensation. Based on our Contract of Carriage (see below and notated in our previous emails) Mokulele Airlines remains legally not responsible for any wage loss. 3) The passenger’s claim for compensation for the cost of their airfare. Mokulele Airlines successfully transported the passengers on our Flight #2043 from Kona to Kahului Maui, which departed @ 12:15pm. Flight Delays, Cancellations, Aircraft Changes, Item #E, #1. E. Schedule Irregularity. #1. Disclaimer: Mokulele Flight Service shall not be liable for additional costs or expenses incurred by Passenger as a result of a Schedule Irregularity except as noted below. Except to the extent to provide in this Rule and the Warsaw Convention, Mokulele shall not be liable for any Schedule Irregularity resulting as a delay, misconnection or cancellation. Mokulele will only be responsible for transportation from Point A to Point B as agreed on the original contract with passenger. Again, we apologize for the inconveniences experienced by the passengers. Rest assured the safety of our passengers is always our “first and primary concern!”
Complaint: [redacted]
I am rejecting this response because:
Mokulele provided documents ABOUT ANOTHER PERSON AND THEIR COMPLAINT. NOT MINE. My name is [redacted] not [redacted]. My complaint HAS NOT BEEN RESOLVED OR EVEN RESPONDED TO.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I provided the receipt directly to the airline and I'm actually the one waiting for a response to my question about when I will receive the check.
Any idea if there is an answer to this question?
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/02/05) */
Contact Name and Title: [redacted]/ Customer Care Rep
Contact Email: [redacted]@mokulelehawaii.com
This passenger booked his flights through another airline's website. Mokulele Airlines had to go through a third party to recoup the...
cost.
A check was issued by Mokulele's Refunds Depart on Jan 28, 2014.