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] ***
[redacted] - [redacted] RE: [redacted] Aloha Ms***,We’re sorry to learn that you had an unpleasant experience with a Hawaiian Airlines reservations agent when making changes to your travel plansAs a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service.We see that today, October 5, you rebooked your flightWe see that as a courtesy our Reservations Department waived $per person of your change fees and you paid the remaining $change fee per person and fare differenceAs an additional courtesy, we are refunding the $per person change fee ($total) to the credit card ending in ***These transactions should be reflected on your next statement or the one thereafterWe are unable to refund the fare differencePlease know that we understand your frustration and have forwarded your e-mail to the Manager of our Reservations Department for her reviewWe will continue to coach our employees to provide the high-quality, friendly service you should have received.For additional information about our fare rules, please visit our websiteThank you for taking the time to let us know about your experience.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs11/18/- Case: CN- [redacted] Mr [redacted] - [redacted] RE: [redacted] Aloha Mr [redacted] ,We're sorry to hear of the difficulties you experienced while making your travel plans and apologize for any miscommunication that may have occurredWe have been in contact with our Australia General Sales, Reservations Department, and management team regarding your situation.We understand that you have been in contact with our Australia General Sales and the Reservations Department supervisors about your reservation and fare concernsAlthough your tickets are nonrefundable and nontransferable, the Reservations Department has offered to waive the nonrefundable restriction and refund your tickets [redacted] in the original form of currency to the original credit card used as well as any transaction fees you incurred.Please contact our Reservations Department directly at [redacted] Monday through Friday from am to pm (AEDT)Outside of these hours, please contact [redacted] They will assist you with your reservation questions and your refundThank you for taking the time to let us know about your experience.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr [redacted] , We received your letter today from the Revdex.comWe're very sorry that you didn't receive our email sent on December to [redacted] @GMAIL.COMWe have only received your letter on December Please see below and attached email for the travel credit information that was sent in a copy of this email directly from our system Mr [redacted] , we thank you for choosing to fly with us and we hope to see you on a future flight with us soon Sincerely, Malia P [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office From:[email protected] Sent:12/6/1:PM To: [redacted] @GMAIL.COM Subject:Hawaiian Airlines, Consumer Affairs Office - [redacted] Message From Consumer Affairs 12/6/- Case: [redacted] - [redacted] @GMAIL.COM RE: [redacted] Aloha Mr[redacted] , Wereceivedyour letter to M [redacted] D [redacted] dated on November and are responding on his behalf.This was the first correspondence that we received from youOn behalf of Hawaiian Airlines, we're very sorry to hear about the issues you experienced on your recent trip with us and that you were disappointed with our First Class.As a customer, you are our valued guestI understandthat you were disappointed with our meals, the long walks to the gate and baggage claimsat the airports and with the long wait for your bags.We take experiences such as yours seriouslyPlease know that we value your commentsand we will use your feedback to help us improve our serviceWe have shared your comments with our respective management for their reviewAs a goodwill gesture, we are issuing each of you 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 "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folderMr[redacted] , we thank you for choosing to fly with us and we hope to see you on a future flight with us soonSincerely, Malia P [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted] I am rejecting this response because:I did not purchase this through a travel agency nor did I pay via check as stated by the businessI booked the package directly online at www.hawaiian [redacted] s.com and paid with my credit cardHawaiian Air Confirmation= [redacted] Sincerely, [redacted]
[redacted] - [redacted] Aloha Ms [redacted] ,We received your complaint to the Revdex.com today.On behalf of Hawaiian Airlines, we're very sorry for your family's flight delay to Honolulu todayAs a customer, you are our valued guestWe understand how frustrating and upsetting this situation must be for your husband and your family and we can certainly sympathize with your circumstances.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 guests.We see that each guest has received lunch and dinner vouchersAdditionally, each guest who remains on the delayed flight will receive a $eTravel Credit, good for future travel on Hawaiian AirlinesInformation regarding these eTravel Credits will be provided upon boarding of the flight.If your family will incur a penalty for a car rental pick up or hotel reservation due to their delayed arrival, please send us a copy of the receipt for our considerationThe receipt may be faxed to us at [redacted] or attached as a document to an email ( [redacted] )Be sure to include your case number CN- [redacted] in the subject line This compensation is consistent with our guidelines and we're unable to offer any further compensationIn regards to your baggage fee refund from your trip that you had taken in October, we see that a refund of $was processed to your credit card account ending in on October Please verify with your bank that the refund was receivedWe apologize for the misunderstanding that occurred regarding the refund.We appreciate the opportunity to respond to you, and we thank you for flying with us.Sincerely,Lawrence K [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
I am so sorry it couldn't fit this is a continuation from my first complaint.I didn't get to mention that When I requested for a supervisor through the customer service rep I waited a couple of days and got no response so I had to call back and that where I got Carrie then demanded to to speak to a Manager and got Ver who was impatient and rudeAs I was explaining to him the whole situation that I was going through and the stress it was causing he would continuously keep cutting me off and start explaining that he's sorry but there isn't anything they can do because they're not partners and I continued to keep trying to voice my concerns, questions and thoughts but he'd keep talking over my voice with then became more aggravating and we began having a upset tone with each other which is when I ended the call so it wouldn't escalate even moreI then called directly back to [redacted] asking for information on what to do because I've been having a hard time with hawaiian so an [redacted] rep called hawaiian herself to explain the situation then came back to me and said that she was going to connect the lines and there was a hawaiian rep that could help me all I need is to turn in my boarding pass to them after trave [redacted] to receive my families milesI was really confused since everyone else already said no miles would be given so then she connected the call and ended her side when I was notified by the hawaiian rep that she's in reservation only it's not her call she transfer me to hawaiian miles?! I was upset and told her WHY did you say that I only need to bring my boarding pass if you don't even know? I demanded a manger again and specifically stated multiple times I don't want VERI then have a supervisor answer hello this is VER can I help you?! We begin to argue and I have to keep saying more than 3x's STOP talking to me I don't want to speak to you give me your manager! still no transfer I ended that call, called back again asking for someone else FINALLY Brad calm guy but no help either
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 The Airline resolved my complaint by offering me the refund I had requested, which was a satisfactory resolution Sincerely, [redacted]
Message From Consumer Affairs10/12/- Case: CN- [redacted] - [redacted] RE: [redacted] /***, [redacted] / [redacted] Aloha Mr [redacted] ,Thank you for reaching out to us about your Extra Comfort seatsWe understand that you had a difficult time contacting us, and we appreciate your patienceWe want you to know that we take it very seriously whenever our guests do not receive a service they have paid forThough we do not yet know the root cause, we do see that your pre-reserved Extra Comfort seats, 14H and 14J, were erroneously reassigned on the day of departureOn behalf of Hawaiian Airlines, we apologize for the inconvenience and frustration this caused youOur IT team has been instructed to investigate in order to avoid situations like this in the futureNaturally, we are refunding the upgrade fee for the seats you did not receiveA total of $will be refunded to the card ending in This transaction should appear on your next statement or the one thereafterWe also realize that our agent at [redacted] should have handled the situation betterAs a customer, you are our valued guest, so there's never a good excuse for rude or unfriendly serviceAlthough we are unable to refund your tickets, we are issuing you two eTravel Credits for $per person, 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 - business daysWe recommend that you add "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folder Thank you for choosing Hawaiian Airlines, and for bringing this matter to our attention.Sincerely, [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted] I am rejecting this response because: I really just want to be reimbursed for the total spent on the hotel stay: $ I was told I would be reimbursed, and this is all I am asking for Sincerely, [redacted]
[redacted] 9/21/- Case: CN- [redacted] - be [redacted] @gmail.comRE: [redacted] /***, [redacted] / [redacted] Aloha Ms [redacted] , On behalf of Hawaiian Airlines, we apologize for the baggage delay you experienced after your July flightWe see that our Maui agent authorized a bag fee refund, and we're sorry to see that it was not processed at the timeOur Refunds team has now refunded your fee of $back to the card ending in ***The refund was processed on September 17, and should appear on your next statement or the one thereafter Thank you for choosing Hawaiian AirlinesAt their request, a copy of this response will be filed with the Revdex.com Sincerely, Matthew L [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms [redacted] , We received your case from the Revdex.com on January I understand you contacted us regarding the Extra Comfort refundOn behalf of Hawaiian Airlines, we sincerely apologize that your refund was not processedAs requested, we're refunding the Extra Comfort fee of $($per person) to the credit card ending with This transaction should appear on your next credit statement or the one thereafterPlease know we have sent a request to our Accounting Department to expedite your refundAs a courtesy for your wait, we are issuing each of you 1,HawaiianMiles to your accountsPlease allow up to business days for the miles to be posted to your accountThank you for choosing Hawaiian AirlinesSincerely, Malia P [redacted] Resolution Coordinator Hawaiian 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 Thank you! [redacted]
Complaint: [redacted] I am rejecting this response because:This is not reasonable resolution for this situationI have responded directly to the email as it was also sent to my direct emailPlease see the following response:"Although I appreciate your response,I find it very disappointing that you as a business who brands themselves as operating in the "Spirit of Aloha" refuses to do the right thing and meet your customers halfway.All that I asked for was reasonable compensation in the form of some type of travel creditI even offered to waive my right to seek full reimbursement in small claims which would include a reasonable portion of if not all expenses considered a loss on this tripIncluded but not limited to cost of airfair, lodging, car rental ectAs the money spent on the trip was wasted due to my health being impacted by your airlines lack of proper care, and maintenanceI will also seek that Hawaiian Air pay all legal/court fee's associated with this claimWhich will far exceed what I had ask for in exchange for this complaint$does not even cover the taxes associated with giving Hawaiian Airlines another chance to earn our future business.I would be willing to put this matter behind both myself and Hawaiian Air if at least 1/of our ticketed travel fares were reimbursed by means of future travel credit.That being said I will forward this email to the Revdex.com to attach to this case fileI have given Hawaiian Air every opportunity to resolve this issue.Regards, [redacted] *** [redacted] " Sincerely, [redacted] ***
Message From Consumer Affairs 12/27/- Case: CN-Eric I [redacted] - [redacted] @hotmail.com Aloha MrI [redacted] , We have received a copy of your complaint to the Revdex.com, and we're sorry to learn that your Hawaiian Airlines Flight was delayedAs a customer, you are our valued guestWe understand that you were inconvenienced by our delay, and we take that very seriously.When such delays arise, we have guidelines in place that determine 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 guests.Although we do not offer compensation or refunds for delays under six hours, as a one-time courtesy, we are issuing you 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 "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folderThank you for letting us know about your experienceAt their request, a copy of this response will be filed with the Revdex.comSincerely, Matthew L [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms***,We received your compliant to the Revdex.comOn behalf of Hawaiian Airlines, we're sorry to hear about your experience checking in for our flight.It may seem that we enforced our rules for chetimes too strictlyHowever, breaking the cherule for one guest would inconvenience the other guests on boardWe must do everything possible to ensure an on-time departure, so all guests arrive at their destinations comfortablyAlthough we're unable to honor your refund request, as a courtesy, we're issuing three $eTravel Credits, 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 - business daysWe recommend that you add “ [redacted] ” to your accepted email recipient list so the email is not misdirected to your spam folderPlease know Flight ** was closed and secured for an on-time departureHowever, due to a last minute maintenance issue the flight was temporary delayed and passengers did not deplane.Thank you for choosing Hawaiian Airlines.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr [redacted] ,Below is our response to Ms [redacted] .Aloha Ms [redacted] , We're sorry to hear about your experience checking in for your flight at the Honolulu AirportAs a customer, you are our valued guest, so we want to do all we can to give you the best possible service Because 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 scheduleWe recommend that guests arrive at the airport hours and minutes prior to departure for North American flightsGuests must be checked in and issued a boarding pass no later than minutes prior to scheduled departure Your reservation shows that you attempted to check in your bag at 2:pm for your 2:pm flightUnfortunately, we weren't able to continue the cheprocess as the minimum chetime requirements weren't met To ensure on-time departure, guests arriving at the boarding gate less than minutes prior to departure may be denied boarding and re-ticketed on a later flightFor detailed information, visit the Airport CheTime page at our website We understand you requested to be confirmed for the next available flightThis is possible with a $change fee and any fare difference will be collected As a goodwill gesture, the airport staff offered to waive the $change fee However, you declined to pay the fare difference and were placed on the standby list for the next flightOur records show you requested to be removed from the standby list and your bag was returned back to youWe show you advised the airport staff that you would be traveling on another carrier While we must adhere to cherules, we expect our staff to treat all of our guests with aloha and courtesyExperiences such as yours are taken very seriously, and we have shared your comments with our Managers at the Honolulu Airport and Reservations Department Although they're non-refundable, as a goodwill gesture, we have refunded your unused Extra Comfort seat fee and baggage fee to the credit card ending in These transactions should be reflected on the next statement or the one thereafter As a courtesy, we will also waive $off of your $change feeYou will be responsible for the remaining $and any applicable fare difference When you are ready to rebook your flight, please contact our Reservations Department at 1-800-367-and refer to your electronic ticket number, Your ticket will remain valid for rebooking until May 6, 2016, at which point it will expire from our systemWe recommend calling as soon as you know your new travel date You may choose travel dates up to days later than the day you call to rebook your flightFor example, if you call on October 10, 2015, you may select flights up to September 4, Ms [redacted] for taking the time to let us know about your experience.Sincerely, [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Dear Mr [redacted] ,The Contract of Carriage states that the request for the Guaranteed Airfare Rule must be done before any portion of the ticket has been usedBecause you did not contact us before you traveled, we're unable to grant your request for a travel credit.Respectfully, your case will remain closed.Sincerely, [redacted] , Consumer Affairs Office
Message From Consumer Affairs2/5/- Case: CN [redacted] - [redacted] *** [redacted] [redacted] Aloha Mr [redacted] ,We received your complaints filed with the Department of Transportation (DOT) on January 29, 2016, and the Hawaii Revdex.com (Revdex.com) On February 2, 2016.We’re very sorry to learn that you had an unpleasant experience when you tried to chewith your Emotional Support Animal on January from Kahului to LihueWe understand you spoke with our Kahului Airport agents, who advised you that your Emotional Support Animal letter was not valid.Before going into detail about this matter, we understand you requested to have your used ticket refunded (via Revdex.com)Although we're unable to grant this request, as a courtesy gesture, we're issuing you a $eTravel Credit Please 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 folder.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 have provided, you are an individual with a disability, and the provisions of the ACAA apply to youTherefore, I would like to take this opportunity to summarize parts of the Act that apply to you for air travel.Advance Notice§shows that we may require a passenger with a disability to provide up to hours' advance notice and check in one hour before the chetime for the general public, to receive the following services and accommodations - Transportation of an emotional support or psychiatric service animal in the cabinMedical Certificate§ states that as a carrier, we must permit a service animal to accompany a passenger with a disability.If a passenger seeks to travel with an animal that is used as an emotional support or psychiatric service animal, we are not required to accept the animal for transportation in the cabin unless the passenger provides us current documentation (i.e., no older than one year from the date of the passenger's scheduled initial flight) on the letterhead of a licensed mental health professional (e.g., psychiatrist, psychologist, licensed clinical social worker, including a medical doctor specifically treating the passenger's mental or emotional disability) stating the following:(1) The passenger has a mental or emotional disability recognized in the Diagnostic and Statistical Manual of Mental Disorders—Fourth Edition (DSM IV);(2) The passenger needs the emotional support or psychiatric service animal as an accommodation for air travel and/or for activity at the passenger's destination;(3) The individual providing the assessment is a licensed mental health professional, and the passenger is under his or her professional care; and(4) The date and type of the mental health professional's license and the state or other jurisdiction in which it was issuedAccording to the letter you sent to the DOT, I couldn't find any missing items from the guidelines aboveI looked over your travel records and see that you called us on January 14, the day prior to your scheduled departureAt this time, you let us know about traveling with your Emotional Support AnimalThis was already within the 48-hour advance notice period.Our Reservations Department agent confirmed that they noted your reservations about traveling with an Emotional Support AnimalAlthough you advised our agent about emailing your letter for review, our agents did not confirm if your emailed letter was received, reviewed and accepted or notThey don't have the access to do so.When you arrived at the Kahului Airport, you showed us a letter using an electronic device Our agent advised you that we needed it on letterhead from your doctor We understand you were upset since you did not have a hard copy.At the ticket counter, our agents are trying to chea vast number of guests in a timely mannerI believe it would have really helped to receive your letter in advanceThis way, we have adequate time to review and respond to you, prior to travelIf not, our airports are looking for the above guidelines so we can complete the cheprocess and get you on your way, as quickly as possibleAlthough we believe we have not violated the parts above, we sincerely regret your disappointmentWe intend on using your information to assist us with looking at improvements for the benefit of our guestsHow 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 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:Department of TransportationAviation Consumer Protection Division (C–75)New Jersey Avenue, SEWashington, DC 20590Phone #: 202-366-2220DOT Aviation Consumer Disability Hotline: 1-800-778-(voice) or 1-800-455-(TTY)Thank you for taking the time to let us know about your experience.Sincerely,Deborah F**Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs1/11/- Case: CN- [redacted] Revdex.com Compaint ID [redacted] - [redacted] RE: ***/ [redacted] ; ***/ [redacted] Aloha Mr***,We received your complaint to the Revdex.com (Revdex.com) todayWe are sorry to hear of your situationThe tickets you purchased were nonrefundable and nontransferableWe show that our agents did advise you correctlyAfter reviewing the rules of your tickets, changes made after booking are possible for a service fee of $per ticketYou will also be responsible for any fare differenceHowever, I understand that your family is going through some financial issuesAlthough your tickets are nonrefundable, as a one time courtesy, we can offer you a refund less a service fee of $per ticketIf you would like to accept this offer, please advise us, and we can process the refund.Thank you for choosing Hawaiian Airlines.Sincerely,Malia P***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 Sincerely, [redacted] ***
[redacted] - [redacted] RE: [redacted] Aloha Ms***,We’re sorry to learn that you had an unpleasant experience with a Hawaiian Airlines reservations agent when making changes to your travel plansAs a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service.We see that today, October 5, you rebooked your flightWe see that as a courtesy our Reservations Department waived $per person of your change fees and you paid the remaining $change fee per person and fare differenceAs an additional courtesy, we are refunding the $per person change fee ($total) to the credit card ending in ***These transactions should be reflected on your next statement or the one thereafterWe are unable to refund the fare differencePlease know that we understand your frustration and have forwarded your e-mail to the Manager of our Reservations Department for her reviewWe will continue to coach our employees to provide the high-quality, friendly service you should have received.For additional information about our fare rules, please visit our websiteThank you for taking the time to let us know about your experience.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs11/18/- Case: CN- [redacted] Mr [redacted] - [redacted] RE: [redacted] Aloha Mr [redacted] ,We're sorry to hear of the difficulties you experienced while making your travel plans and apologize for any miscommunication that may have occurredWe have been in contact with our Australia General Sales, Reservations Department, and management team regarding your situation.We understand that you have been in contact with our Australia General Sales and the Reservations Department supervisors about your reservation and fare concernsAlthough your tickets are nonrefundable and nontransferable, the Reservations Department has offered to waive the nonrefundable restriction and refund your tickets [redacted] in the original form of currency to the original credit card used as well as any transaction fees you incurred.Please contact our Reservations Department directly at [redacted] Monday through Friday from am to pm (AEDT)Outside of these hours, please contact [redacted] They will assist you with your reservation questions and your refundThank you for taking the time to let us know about your experience.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr [redacted] , We received your letter today from the Revdex.comWe're very sorry that you didn't receive our email sent on December to [redacted] @GMAIL.COMWe have only received your letter on December Please see below and attached email for the travel credit information that was sent in a copy of this email directly from our system Mr [redacted] , we thank you for choosing to fly with us and we hope to see you on a future flight with us soon Sincerely, Malia P [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office From:[email protected] Sent:12/6/1:PM To: [redacted] @GMAIL.COM Subject:Hawaiian Airlines, Consumer Affairs Office - [redacted] Message From Consumer Affairs 12/6/- Case: [redacted] - [redacted] @GMAIL.COM RE: [redacted] Aloha Mr[redacted] , Wereceivedyour letter to M [redacted] D [redacted] dated on November and are responding on his behalf.This was the first correspondence that we received from youOn behalf of Hawaiian Airlines, we're very sorry to hear about the issues you experienced on your recent trip with us and that you were disappointed with our First Class.As a customer, you are our valued guestI understandthat you were disappointed with our meals, the long walks to the gate and baggage claimsat the airports and with the long wait for your bags.We take experiences such as yours seriouslyPlease know that we value your commentsand we will use your feedback to help us improve our serviceWe have shared your comments with our respective management for their reviewAs a goodwill gesture, we are issuing each of you 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 "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folderMr[redacted] , we thank you for choosing to fly with us and we hope to see you on a future flight with us soonSincerely, Malia P [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted] I am rejecting this response because:I did not purchase this through a travel agency nor did I pay via check as stated by the businessI booked the package directly online at www.hawaiian [redacted] s.com and paid with my credit cardHawaiian Air Confirmation= [redacted] Sincerely, [redacted]
[redacted] - [redacted] Aloha Ms [redacted] ,We received your complaint to the Revdex.com today.On behalf of Hawaiian Airlines, we're very sorry for your family's flight delay to Honolulu todayAs a customer, you are our valued guestWe understand how frustrating and upsetting this situation must be for your husband and your family and we can certainly sympathize with your circumstances.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 guests.We see that each guest has received lunch and dinner vouchersAdditionally, each guest who remains on the delayed flight will receive a $eTravel Credit, good for future travel on Hawaiian AirlinesInformation regarding these eTravel Credits will be provided upon boarding of the flight.If your family will incur a penalty for a car rental pick up or hotel reservation due to their delayed arrival, please send us a copy of the receipt for our considerationThe receipt may be faxed to us at [redacted] or attached as a document to an email ( [redacted] )Be sure to include your case number CN- [redacted] in the subject line This compensation is consistent with our guidelines and we're unable to offer any further compensationIn regards to your baggage fee refund from your trip that you had taken in October, we see that a refund of $was processed to your credit card account ending in on October Please verify with your bank that the refund was receivedWe apologize for the misunderstanding that occurred regarding the refund.We appreciate the opportunity to respond to you, and we thank you for flying with us.Sincerely,Lawrence K [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
I am so sorry it couldn't fit this is a continuation from my first complaint.I didn't get to mention that When I requested for a supervisor through the customer service rep I waited a couple of days and got no response so I had to call back and that where I got Carrie then demanded to to speak to a Manager and got Ver who was impatient and rudeAs I was explaining to him the whole situation that I was going through and the stress it was causing he would continuously keep cutting me off and start explaining that he's sorry but there isn't anything they can do because they're not partners and I continued to keep trying to voice my concerns, questions and thoughts but he'd keep talking over my voice with then became more aggravating and we began having a upset tone with each other which is when I ended the call so it wouldn't escalate even moreI then called directly back to [redacted] asking for information on what to do because I've been having a hard time with hawaiian so an [redacted] rep called hawaiian herself to explain the situation then came back to me and said that she was going to connect the lines and there was a hawaiian rep that could help me all I need is to turn in my boarding pass to them after trave [redacted] to receive my families milesI was really confused since everyone else already said no miles would be given so then she connected the call and ended her side when I was notified by the hawaiian rep that she's in reservation only it's not her call she transfer me to hawaiian miles?! I was upset and told her WHY did you say that I only need to bring my boarding pass if you don't even know? I demanded a manger again and specifically stated multiple times I don't want VERI then have a supervisor answer hello this is VER can I help you?! We begin to argue and I have to keep saying more than 3x's STOP talking to me I don't want to speak to you give me your manager! still no transfer I ended that call, called back again asking for someone else FINALLY Brad calm guy but no help either
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 The Airline resolved my complaint by offering me the refund I had requested, which was a satisfactory resolution Sincerely, [redacted]
Message From Consumer Affairs10/12/- Case: CN- [redacted] - [redacted] RE: [redacted] /***, [redacted] / [redacted] Aloha Mr [redacted] ,Thank you for reaching out to us about your Extra Comfort seatsWe understand that you had a difficult time contacting us, and we appreciate your patienceWe want you to know that we take it very seriously whenever our guests do not receive a service they have paid forThough we do not yet know the root cause, we do see that your pre-reserved Extra Comfort seats, 14H and 14J, were erroneously reassigned on the day of departureOn behalf of Hawaiian Airlines, we apologize for the inconvenience and frustration this caused youOur IT team has been instructed to investigate in order to avoid situations like this in the futureNaturally, we are refunding the upgrade fee for the seats you did not receiveA total of $will be refunded to the card ending in This transaction should appear on your next statement or the one thereafterWe also realize that our agent at [redacted] should have handled the situation betterAs a customer, you are our valued guest, so there's never a good excuse for rude or unfriendly serviceAlthough we are unable to refund your tickets, we are issuing you two eTravel Credits for $per person, 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 - business daysWe recommend that you add "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folder Thank you for choosing Hawaiian Airlines, and for bringing this matter to our attention.Sincerely, [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted] I am rejecting this response because: I really just want to be reimbursed for the total spent on the hotel stay: $ I was told I would be reimbursed, and this is all I am asking for Sincerely, [redacted]
[redacted] 9/21/- Case: CN- [redacted] - be [redacted] @gmail.comRE: [redacted] /***, [redacted] / [redacted] Aloha Ms [redacted] , On behalf of Hawaiian Airlines, we apologize for the baggage delay you experienced after your July flightWe see that our Maui agent authorized a bag fee refund, and we're sorry to see that it was not processed at the timeOur Refunds team has now refunded your fee of $back to the card ending in ***The refund was processed on September 17, and should appear on your next statement or the one thereafter Thank you for choosing Hawaiian AirlinesAt their request, a copy of this response will be filed with the Revdex.com Sincerely, Matthew L [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms [redacted] , We received your case from the Revdex.com on January I understand you contacted us regarding the Extra Comfort refundOn behalf of Hawaiian Airlines, we sincerely apologize that your refund was not processedAs requested, we're refunding the Extra Comfort fee of $($per person) to the credit card ending with This transaction should appear on your next credit statement or the one thereafterPlease know we have sent a request to our Accounting Department to expedite your refundAs a courtesy for your wait, we are issuing each of you 1,HawaiianMiles to your accountsPlease allow up to business days for the miles to be posted to your accountThank you for choosing Hawaiian AirlinesSincerely, Malia P [redacted] Resolution Coordinator Hawaiian 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 Thank you! [redacted]
Complaint: [redacted] I am rejecting this response because:This is not reasonable resolution for this situationI have responded directly to the email as it was also sent to my direct emailPlease see the following response:"Although I appreciate your response,I find it very disappointing that you as a business who brands themselves as operating in the "Spirit of Aloha" refuses to do the right thing and meet your customers halfway.All that I asked for was reasonable compensation in the form of some type of travel creditI even offered to waive my right to seek full reimbursement in small claims which would include a reasonable portion of if not all expenses considered a loss on this tripIncluded but not limited to cost of airfair, lodging, car rental ectAs the money spent on the trip was wasted due to my health being impacted by your airlines lack of proper care, and maintenanceI will also seek that Hawaiian Air pay all legal/court fee's associated with this claimWhich will far exceed what I had ask for in exchange for this complaint$does not even cover the taxes associated with giving Hawaiian Airlines another chance to earn our future business.I would be willing to put this matter behind both myself and Hawaiian Air if at least 1/of our ticketed travel fares were reimbursed by means of future travel credit.That being said I will forward this email to the Revdex.com to attach to this case fileI have given Hawaiian Air every opportunity to resolve this issue.Regards, [redacted] *** [redacted] " Sincerely, [redacted] ***
Message From Consumer Affairs 12/27/- Case: CN-Eric I [redacted] - [redacted] @hotmail.com Aloha MrI [redacted] , We have received a copy of your complaint to the Revdex.com, and we're sorry to learn that your Hawaiian Airlines Flight was delayedAs a customer, you are our valued guestWe understand that you were inconvenienced by our delay, and we take that very seriously.When such delays arise, we have guidelines in place that determine 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 guests.Although we do not offer compensation or refunds for delays under six hours, as a one-time courtesy, we are issuing you 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 "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folderThank you for letting us know about your experienceAt their request, a copy of this response will be filed with the Revdex.comSincerely, Matthew L [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms***,We received your compliant to the Revdex.comOn behalf of Hawaiian Airlines, we're sorry to hear about your experience checking in for our flight.It may seem that we enforced our rules for chetimes too strictlyHowever, breaking the cherule for one guest would inconvenience the other guests on boardWe must do everything possible to ensure an on-time departure, so all guests arrive at their destinations comfortablyAlthough we're unable to honor your refund request, as a courtesy, we're issuing three $eTravel Credits, 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 - business daysWe recommend that you add “ [redacted] ” to your accepted email recipient list so the email is not misdirected to your spam folderPlease know Flight ** was closed and secured for an on-time departureHowever, due to a last minute maintenance issue the flight was temporary delayed and passengers did not deplane.Thank you for choosing Hawaiian Airlines.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr [redacted] ,Below is our response to Ms [redacted] .Aloha Ms [redacted] , We're sorry to hear about your experience checking in for your flight at the Honolulu AirportAs a customer, you are our valued guest, so we want to do all we can to give you the best possible service Because 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 scheduleWe recommend that guests arrive at the airport hours and minutes prior to departure for North American flightsGuests must be checked in and issued a boarding pass no later than minutes prior to scheduled departure Your reservation shows that you attempted to check in your bag at 2:pm for your 2:pm flightUnfortunately, we weren't able to continue the cheprocess as the minimum chetime requirements weren't met To ensure on-time departure, guests arriving at the boarding gate less than minutes prior to departure may be denied boarding and re-ticketed on a later flightFor detailed information, visit the Airport CheTime page at our website We understand you requested to be confirmed for the next available flightThis is possible with a $change fee and any fare difference will be collected As a goodwill gesture, the airport staff offered to waive the $change fee However, you declined to pay the fare difference and were placed on the standby list for the next flightOur records show you requested to be removed from the standby list and your bag was returned back to youWe show you advised the airport staff that you would be traveling on another carrier While we must adhere to cherules, we expect our staff to treat all of our guests with aloha and courtesyExperiences such as yours are taken very seriously, and we have shared your comments with our Managers at the Honolulu Airport and Reservations Department Although they're non-refundable, as a goodwill gesture, we have refunded your unused Extra Comfort seat fee and baggage fee to the credit card ending in These transactions should be reflected on the next statement or the one thereafter As a courtesy, we will also waive $off of your $change feeYou will be responsible for the remaining $and any applicable fare difference When you are ready to rebook your flight, please contact our Reservations Department at 1-800-367-and refer to your electronic ticket number, Your ticket will remain valid for rebooking until May 6, 2016, at which point it will expire from our systemWe recommend calling as soon as you know your new travel date You may choose travel dates up to days later than the day you call to rebook your flightFor example, if you call on October 10, 2015, you may select flights up to September 4, Ms [redacted] for taking the time to let us know about your experience.Sincerely, [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Dear Mr [redacted] ,The Contract of Carriage states that the request for the Guaranteed Airfare Rule must be done before any portion of the ticket has been usedBecause you did not contact us before you traveled, we're unable to grant your request for a travel credit.Respectfully, your case will remain closed.Sincerely, [redacted] , Consumer Affairs Office
Message From Consumer Affairs2/5/- Case: CN [redacted] - [redacted] *** [redacted] [redacted] Aloha Mr [redacted] ,We received your complaints filed with the Department of Transportation (DOT) on January 29, 2016, and the Hawaii Revdex.com (Revdex.com) On February 2, 2016.We’re very sorry to learn that you had an unpleasant experience when you tried to chewith your Emotional Support Animal on January from Kahului to LihueWe understand you spoke with our Kahului Airport agents, who advised you that your Emotional Support Animal letter was not valid.Before going into detail about this matter, we understand you requested to have your used ticket refunded (via Revdex.com)Although we're unable to grant this request, as a courtesy gesture, we're issuing you a $eTravel Credit Please 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 folder.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 have provided, you are an individual with a disability, and the provisions of the ACAA apply to youTherefore, I would like to take this opportunity to summarize parts of the Act that apply to you for air travel.Advance Notice§shows that we may require a passenger with a disability to provide up to hours' advance notice and check in one hour before the chetime for the general public, to receive the following services and accommodations - Transportation of an emotional support or psychiatric service animal in the cabinMedical Certificate§ states that as a carrier, we must permit a service animal to accompany a passenger with a disability.If a passenger seeks to travel with an animal that is used as an emotional support or psychiatric service animal, we are not required to accept the animal for transportation in the cabin unless the passenger provides us current documentation (i.e., no older than one year from the date of the passenger's scheduled initial flight) on the letterhead of a licensed mental health professional (e.g., psychiatrist, psychologist, licensed clinical social worker, including a medical doctor specifically treating the passenger's mental or emotional disability) stating the following:(1) The passenger has a mental or emotional disability recognized in the Diagnostic and Statistical Manual of Mental Disorders—Fourth Edition (DSM IV);(2) The passenger needs the emotional support or psychiatric service animal as an accommodation for air travel and/or for activity at the passenger's destination;(3) The individual providing the assessment is a licensed mental health professional, and the passenger is under his or her professional care; and(4) The date and type of the mental health professional's license and the state or other jurisdiction in which it was issuedAccording to the letter you sent to the DOT, I couldn't find any missing items from the guidelines aboveI looked over your travel records and see that you called us on January 14, the day prior to your scheduled departureAt this time, you let us know about traveling with your Emotional Support AnimalThis was already within the 48-hour advance notice period.Our Reservations Department agent confirmed that they noted your reservations about traveling with an Emotional Support AnimalAlthough you advised our agent about emailing your letter for review, our agents did not confirm if your emailed letter was received, reviewed and accepted or notThey don't have the access to do so.When you arrived at the Kahului Airport, you showed us a letter using an electronic device Our agent advised you that we needed it on letterhead from your doctor We understand you were upset since you did not have a hard copy.At the ticket counter, our agents are trying to chea vast number of guests in a timely mannerI believe it would have really helped to receive your letter in advanceThis way, we have adequate time to review and respond to you, prior to travelIf not, our airports are looking for the above guidelines so we can complete the cheprocess and get you on your way, as quickly as possibleAlthough we believe we have not violated the parts above, we sincerely regret your disappointmentWe intend on using your information to assist us with looking at improvements for the benefit of our guestsHow 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 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:Department of TransportationAviation Consumer Protection Division (C–75)New Jersey Avenue, SEWashington, DC 20590Phone #: 202-366-2220DOT Aviation Consumer Disability Hotline: 1-800-778-(voice) or 1-800-455-(TTY)Thank you for taking the time to let us know about your experience.Sincerely,Deborah F**Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs1/11/- Case: CN- [redacted] Revdex.com Compaint ID [redacted] - [redacted] RE: ***/ [redacted] ; ***/ [redacted] Aloha Mr***,We received your complaint to the Revdex.com (Revdex.com) todayWe are sorry to hear of your situationThe tickets you purchased were nonrefundable and nontransferableWe show that our agents did advise you correctlyAfter reviewing the rules of your tickets, changes made after booking are possible for a service fee of $per ticketYou will also be responsible for any fare differenceHowever, I understand that your family is going through some financial issuesAlthough your tickets are nonrefundable, as a one time courtesy, we can offer you a refund less a service fee of $per ticketIf you would like to accept this offer, please advise us, and we can process the refund.Thank you for choosing Hawaiian Airlines.Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office