Message From Consumer Affairs7/15/- Case: CN-*** Revdex.com of Hawaii Complaint #*** *** * ***Aloha Mr. ***,We received your complaint to the Revdex.com on July and we understand you are disappointed with our bag waiver policy for
the HawaiianMiles *** *** ***As stated in the terms and conditions of the credit card, HA Vacation Package purchases do not qualify as direct purchases from Hawaiian Airlines and do not qualify for the first bag fee waiver I understand your frustrations and we appreciate your feedbackWe have shared it with our management team for their review and future consideration. Thank you for choosing Hawaiian Airlines.Sincerely,Malia P***Resolution Coordina***Hawaiian Airlines, Consumer Affairs Office
3/31/- Case: ***BM- (*** ***) EA0229 *** *** - ***@sbcglobal.netRE: ***/***/***/***Aloha Ms ***,We received your complaint from our Social Media Team and the Department of Transportation on March We're very sorry to hear
about your recent experience when you were trying to book a vacation package to Honolulu As a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor serviceI understand that this was a frustrating experience and empathize with your circumstances. We have contacted Expedia, our vendor who handles our travel packages. Expedia did an investigation of the issue and found that Aulani hotels did not update their availability which is why you were able to see and book the packageWe sincerely apologize for this error Expedia has refunded your vacation package in full and has corrected the issue. We realize that your situation could have been handled better and we have forwarded your e-mail to the Manager of our Reservations Department for her review. We will continue to coach our employees to provide the high-quality, friendly service you should have received.Thank you for taking the time to let us know about your experience and we hope that you will give us another opportunity to assist you with your travel plans. Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 11/2/- Case: CN-*** *** *** - *** Aloha Mr. ***, We have received a copy of your complaint to the Revdex.com, and we're sorry to hear about your experience with the Hawaiian Airlines World Elite
***Card. We have escalated your concerns to our credit card partners at *** and asked them to contact youWe understand that they were able to honor the 50,bonus mile offer for your card, and that the additional 15,miles will be posted to your account shortlyWe also understand that they have waived the annual fee for your card as a courtesy for the inconvenience. Thank you for choosing Hawaiian AirlinesAt their request, a copy of this response will be filed with the Revdex.com. Sincerely, Matthew L*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 3/27/- Case: *** Revdex.com ID # *** *** *** - ***@gmail.com Aloha Mr***, We received your complaint to the Revdex.com (Revdex.com) todayI've reviewed your HawaiianMiles account #*** and show that you have a mileage balance
in your account and your HawaiianMiles are valid until July 31, We do not show your miles have expired For additional information, our HawaiianMiles Service CenterYou may also contact them directly at 877-426-Monday through Friday from 7:a.mto 4:p.mHST Thank you for choosing Hawaiian AirlinesSincerely, Malia P*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because: I have attached a picture of your flight goal simulator showing that I have enough miles for first class tickets from JFK to Oahueither you are guilty of Fraud or you must fix the situation and get me my seats that I have earned
Sincerely,
*** ***
Aloha,Please note that it can take up to business days Thank you for choosing Hawaiian AirlinesRespectfully, your case is closed. Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because: Hawaiian Airlines have disregarded the emotional duress we have gone through during this processThey cannot disregard that.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: Hawaiian Airlines is fraudulently selling seats advertised as extra comfort, but are not. Then they scold you like a child when you advise them of the problem. They have agreed to credit my credit card $75.00. However, I still do no see the credit on my account. This matter cannot be closed until they follow through
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I *** *** is rejecting the offer from Hawaiian Airlines!! On November , 2015! I'm so appalled that Hawaiian Airlines can only offer me a e travel credit only, for the stress I when thought the embarrassment with my investor!!! On September I was Standing at ticket counter for 1hour minutes with my investor that I ended up losing????and also why did I get emails tell me the flight is delay hours???? I was on my way to airport the staff of Hawaiian didn't even know the flight was Delay until I told them!!!! Plus the second Delay was also email to me before the Hawaiian employees knew So if the IT Department was on point or doing they job????? And when u purchase a ticket on line u get conformation number first then u pick your seat !!!!! so tell me what happen?? Do you see why I'm so upset! I deserved at airport a upgrade of something No nothing just a meal ticket????? Only thing I was told to me was I'm sorry we don't know whats going on!! So now you tell me if you would be happy with a e travel credit! Then whats more embarrassing I had to ask my investor to buy my new ticket how do you think I felt???? I was having back spasms from the stress at the counter know one said or ask me if I was OK or have a seat Ill get right back to you!!!!!
Sincerely,
*** ***
6/10/- Case: CN-*** *** - ***Aloha Mr***,A copy of this message will be filed with the Revdex.com.We understand that you are requesting a refund of your ticket to Hawaii because your friend, whom you were traveling to see, could not get time
off. As stated in the Fare Rules agreed to during purchase, your ticket is non-refundableAdditionally, courtesy refunds are offered only in cases of bereavement due to the passing of an immediate family member. We are therefore unable to grant your request for refund.Although your ticket expired March 30, 2016, we can allow you to rebook it if you call by July 10, You may call our Reservations Department at *** and refer to electronic ticket number ***.As a special courtesy, we are also waiving $off the $per ticket change feeYou will be required to pay any additional fare difference.If you will be unable to rebook your ticket by July 10, 2016, we can offer you an eTravel Credit for half the value of your ticket, which will be valid for another year and may be transferred to another person. We understand that you have been disappointed with our responsesHowever, when work schedules change, we normally do not offer any accommodation at allWe consider the accommodation offered to be fair and appropriate.Thank you for taking the time to contact us.Sincerely,Matthew L***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI appreciate the Resolution Coordinator addressing each of my concerns He thoroughly explained the process and was very understanding and patient
Sincerely,
*** ***
Message From Consumer Affairs5/3/- Case: CN-*** Ryan *** - ***Aloha Mr. ***,We received your complaint to the Revdex.com today.On behalf of Hawaiian Airlines, we're very sorry for the delayed arrival of your baggage in HonoluluAs a customer,
you are our valued guestWe understand how upsetting this situation must have been for you and your family and we can certainly sympathize with your circumstancesPlease know that we've shared your experience with our Honolulu Airport Manager for his reviewWe'll use your feedback to help us improve our service.As a goodwill gesture, we're 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 5-business days.Additionally, we've refunded your $baggage fee to your credit card account ending in ***Depending on your billing cycle, this transaction should be reflected on your next statement or the one thereafter. We're glad to hear that our customer service agents did offer to deliver your bags to you and that you were notified when each of your two bags arrived. Mr***, we thank you for taking the time to let us know about your experience, and we thank you for flying with us.Sincerely,*** ***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha MrM***,On behalf of Hawaiian Airlines, we apologize that you were unaware of our travel credits issued to you as an extended courtesy in your situationIf you were to redeem your travel credits on the last day they are valid, on January 28, 2018, you'll be able to book travel as late as December We must have an expiration date, due to system limitations and they will be dropped in our system after a yearFor more information about the travel credit terms and conditions, please click here MrM***, I hope that you'll be able to take advantage of the travel credits issued to each of youThank you again for choosing Hawaiian Airlines. Sincerely,Matthew V***
Aloha Ms. ***,We're sorry you were disappointed with our response. Your case was reviewed by my manager, Rose HarmanAll correspondence with our office must be done via letter or email for auditing purposes, so we're unable to contact you by phone. As we mentioned
earlier, your flight was delayed for four hours and we provided $credit each as a courtesy. Regretfully, we're unable to refund your hotel stayIf you will not be using the credits we gave you, you may give them to another personHawaiian Airlines considers its response to be fair and appropriate, and respectfully, we consider this matter closed. Sincerely,Matthew V***Consumer Affairs Office
Complaint: ***
Dear Ron,The credit card that ends in *** was cancelled due to fraulent activityI request that you mail me a letter to my ** *** *** requesting my new Hawaiian miles card numberI don't want to send the number via email, which is not a secure medium Is that possible?
Sincerely,
*** ***
Message From Consumer Affairs 6/1/- Case: CN-*** *** - *** Aloha Mr. ***, We received your complaint to the Revdex.com on May Your original flight from Lihue was cancelled due to maintenance issues on May As a courtesy, we
did offer you 5,miles as compensation for your experience.I'm very sorry to hear about the agent error on your HawaiianMiles account and for the inconvenience this caused youI see that 5,miles were added to your account and deducted on May 23, and then on May 30, the 5,miles were added backWe are unable to offer any further compensationTo resolve your bag issue,your case was forwarded to our Central Baggage Services DepartmentIf you would like to follow up on the status of your case, contact Central Baggage Services directly at 866-389-daily from 6:a.mto 6:p.m(Hawaii Standard Time), days a week, including holidaysThank you for choosing Hawaiian AirlinesBased on the facts of your case, we consider our decision to be fair and appropriateRespectfully, we consider this matter closedSincerely, Malia P*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms***,First let me apologize for the delay with your luggageI received your concern thru our consumer affairs dept and did some investigation. I received the *** airway bill to which we sent your luggage to you at the *** hotel, and it does verify the charge was
charged to Hawaiian Airlines. If the *** has a service charge for the handling and care of your bags, that would not be covered by Hawaiian Airlines. I would suggest you check with the *** what the extra charge is forAs a courtesy, I would like to offer you Hawaiian miles to be deposited into your account by 23April 2016. Please provide me with your account number for the deposit. Mahalo.Cheryl K***Claims AdjusterHawaiian Airlines Central Baggage*** *** ***
*** *** ***
*** *** ***
***
*** ***
Message From Consumer Affairs12/15/- Case: CN-*** *** - ***re: ***/***/***/***Aloha Mr. ***,We received your complaint to the Revdex.com today.On behalf of Hawaiian ***, we're very sorry for your
flight cancellation to OaklandAs a customer, you are our valued guestWe understand how frustrating this sit**tion must have been and we can certainly sympathize with your circumstances. As requested, we're refunding your baggage fees of $to your credit card account ending in ***For security reasons, all refunds are automatically processed to the original form of payment. Additionally, we're refunding the unused portion of your tickets from Maui to Oakland to your credit card account ending in ***Depending on your billing cycle, these transactions should be reflected on your next statement or the one thereafter We're sorry that we're unable to offer a refund of your ticket purchase on *** ***.We do see that our reservations agent had confirmed you and your family to travel on our connecting flight from Maui to San Jose (via Honolulu), however; you elected to purchase a new ticket on *** ***. Upon reviewing your reservations, we see that you had a separate ticket on *** *** from San Francisco to PhiladelphiaBecause your flight on Hawaiian *** was issued separately from your ticket on *** ***, we cannot be held responsible for any expenses that you may have incurred due to our flight cancellationTo avoid these types of sit**tions, for future travels, we recommend that customers purchase one ticket to include all flight segments. We appreciate the opportunity to assist you with this matter, and we thank you for taking the time to let us know about your experience.Sincerely,Lawrence K***Resolution CoordinatorHawaiian ***, Consumer Affairs Office
We're unable to provide audio copies of our calls between you and our agents as they are property of Hawaiian Airlines. For all tickets purchased on our website, passengers agree to our Fare Rules Terms and Conditions. In our Fare Rules Terms and Conditions under the section, "Standard Rules and Restrictions for Tickets Purchased for Travel on Hawaiian Airlines", it is stated that, "When making date/flight, reroute, or other changes to a ticket, any applicable difference in fare will be charged to the customer in addition to any applicable change feeNo refunds will be issued if the applicable difference in fare is less than $0." In our "Terms & Conditions" section of our *** Discount page, the "Primary Cardmember must be one of the passengers on the flight recordBoth passengers must be booked for travel on the same flight record, fare and class of service, and must travel on all flight segments together." Therefore, any changes made to an existing reservation that were originally booked with the companion discount, the discount will no longer be valid, thus we must charge a change fee and fare difference. To make any changes to your reservation, please call our Reservations Department at 1-*** and refer to your ticket numbers *** for yourself and *** for Ms***. Thank you for choosing Hawaiian AirlinesSincerely, Matthew V***
Please see our correspondence with Ms***. *** *** - ***
Aloha Ms***,We understand that you are disappointed with our response.However, based on the facts of your case, we consider our decision to be fair and appropriateRespectfully, we consider this
matter closed.Sincerely,*** R***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office***
*** *** **
***
*** *** *** *** *** *** *** * ***I am waiting to hear from the ceothanksSent via the *** *** *** *, an *** ** *** smartphone*** *** *** ***
*** *** *** *** *** *** ***
*** *** *** ** ***
*** ***
*** *** *** *** *** *** *** *** * ***
Message From Consumer Affairs11/29/- Case: CN-*** *** - ***/***/***Aloha Ms***,We apologize for the inconvenience you experienced during this process; however, because we see that the tickets are nonrefundable we have processed an exception to refund your tickets with the applicable service fee.In regards to your inactive card, all refunds must be credited to the original form of payment Therefore, if your account has been closed, please contact your bank directly to obtain your refund.Sincerely,*** R***Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeFrom:***Sent:11/25/9:AMTo:***Subject:Re: Hawaiian Airlines, Consumer Affairs Office - CN-***Hi ***,I appreciate you agreeing to refund the ticketsWould it be possible to waive the fee total per ticket due to the inconvenience this has causedWe have been dealing with this for almost a year and have talked to numerous representatives that have been making this a difficult and emotionally exhausted processI would also like to know how can I get my refund if the card on file is not active?Thanks,*** *** On Nov 11, 4:PM, "Hawaiian Airlines: Consumer Affairs Office" wrote:Message From Consumer Affairs 11/11/- Case: CN-*** *** -***/***/***Aloha Ms***,On behalf of Hawaiian Airlines, we extend our best wishes to you.We see that your tickets are non-refundableHowever due to your circumstances, as a courtesy, we have authorized arefund of your tickets*** andless a service fee of $per ticket.Please contact Expediafor the refund to be processedand refer toCN-*** as your waiver code.Thank you for choosing Hawaiian Airlines.Sincerely,*** R***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs7/15/- Case: CN-*** Revdex.com of Hawaii Complaint #*** *** * ***Aloha Mr. ***,We received your complaint to the Revdex.com on July and we understand you are disappointed with our bag waiver policy for
the HawaiianMiles *** *** ***As stated in the terms and conditions of the credit card, HA Vacation Package purchases do not qualify as direct purchases from Hawaiian Airlines and do not qualify for the first bag fee waiver I understand your frustrations and we appreciate your feedbackWe have shared it with our management team for their review and future consideration. Thank you for choosing Hawaiian Airlines.Sincerely,Malia P***Resolution Coordina***Hawaiian Airlines, Consumer Affairs Office
3/31/- Case: ***BM- (*** ***) EA0229 *** *** - ***@sbcglobal.netRE: ***/***/***/***Aloha Ms ***,We received your complaint from our Social Media Team and the Department of Transportation on March We're very sorry to hear
about your recent experience when you were trying to book a vacation package to Honolulu As a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor serviceI understand that this was a frustrating experience and empathize with your circumstances. We have contacted Expedia, our vendor who handles our travel packages. Expedia did an investigation of the issue and found that Aulani hotels did not update their availability which is why you were able to see and book the packageWe sincerely apologize for this error Expedia has refunded your vacation package in full and has corrected the issue. We realize that your situation could have been handled better and we have forwarded your e-mail to the Manager of our Reservations Department for her review. We will continue to coach our employees to provide the high-quality, friendly service you should have received.Thank you for taking the time to let us know about your experience and we hope that you will give us another opportunity to assist you with your travel plans. Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 11/2/- Case: CN-*** *** *** - *** Aloha Mr. ***, We have received a copy of your complaint to the Revdex.com, and we're sorry to hear about your experience with the Hawaiian Airlines World Elite
***Card. We have escalated your concerns to our credit card partners at *** and asked them to contact youWe understand that they were able to honor the 50,bonus mile offer for your card, and that the additional 15,miles will be posted to your account shortlyWe also understand that they have waived the annual fee for your card as a courtesy for the inconvenience. Thank you for choosing Hawaiian AirlinesAt their request, a copy of this response will be filed with the Revdex.com. Sincerely, Matthew L*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 3/27/- Case: *** Revdex.com ID # *** *** *** - ***@gmail.com Aloha Mr***, We received your complaint to the Revdex.com (Revdex.com) todayI've reviewed your HawaiianMiles account #*** and show that you have a mileage balance
in your account and your HawaiianMiles are valid until July 31, We do not show your miles have expired For additional information, our HawaiianMiles Service CenterYou may also contact them directly at 877-426-Monday through Friday from 7:a.mto 4:p.mHST Thank you for choosing Hawaiian AirlinesSincerely, Malia P*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because: I have attached a picture of your flight goal simulator showing that I have enough miles for first class tickets from JFK to Oahueither you are guilty of Fraud or you must fix the situation and get me my seats that I have earned
Sincerely,
*** ***
Aloha,Please note that it can take up to business days Thank you for choosing Hawaiian AirlinesRespectfully, your case is closed. Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because: Hawaiian Airlines have disregarded the emotional duress we have gone through during this processThey cannot disregard that.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: Hawaiian Airlines is fraudulently selling seats advertised as extra comfort, but are not. Then they scold you like a child when you advise them of the problem. They have agreed to credit my credit card $75.00. However, I still do no see the credit on my account. This matter cannot be closed until they follow through
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I *** *** is rejecting the offer from Hawaiian Airlines!! On November , 2015! I'm so appalled that Hawaiian Airlines can only offer me a e travel credit only, for the stress I when thought the embarrassment with my investor!!! On September I was Standing at ticket counter for 1hour minutes with my investor that I ended up losing????and also why did I get emails tell me the flight is delay hours???? I was on my way to airport the staff of Hawaiian didn't even know the flight was Delay until I told them!!!! Plus the second Delay was also email to me before the Hawaiian employees knew So if the IT Department was on point or doing they job????? And when u purchase a ticket on line u get conformation number first then u pick your seat !!!!! so tell me what happen?? Do you see why I'm so upset! I deserved at airport a upgrade of something No nothing just a meal ticket????? Only thing I was told to me was I'm sorry we don't know whats going on!! So now you tell me if you would be happy with a e travel credit! Then whats more embarrassing I had to ask my investor to buy my new ticket how do you think I felt???? I was having back spasms from the stress at the counter know one said or ask me if I was OK or have a seat Ill get right back to you!!!!!
Sincerely,
*** ***
6/10/- Case: CN-*** *** - ***Aloha Mr***,A copy of this message will be filed with the Revdex.com.We understand that you are requesting a refund of your ticket to Hawaii because your friend, whom you were traveling to see, could not get time
off. As stated in the Fare Rules agreed to during purchase, your ticket is non-refundableAdditionally, courtesy refunds are offered only in cases of bereavement due to the passing of an immediate family member. We are therefore unable to grant your request for refund.Although your ticket expired March 30, 2016, we can allow you to rebook it if you call by July 10, You may call our Reservations Department at *** and refer to electronic ticket number ***.As a special courtesy, we are also waiving $off the $per ticket change feeYou will be required to pay any additional fare difference.If you will be unable to rebook your ticket by July 10, 2016, we can offer you an eTravel Credit for half the value of your ticket, which will be valid for another year and may be transferred to another person. We understand that you have been disappointed with our responsesHowever, when work schedules change, we normally do not offer any accommodation at allWe consider the accommodation offered to be fair and appropriate.Thank you for taking the time to contact us.Sincerely,Matthew L***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI appreciate the Resolution Coordinator addressing each of my concerns He thoroughly explained the process and was very understanding and patient
Sincerely,
*** ***
Message From Consumer Affairs5/3/- Case: CN-*** Ryan *** - ***Aloha Mr. ***,We received your complaint to the Revdex.com today.On behalf of Hawaiian Airlines, we're very sorry for the delayed arrival of your baggage in HonoluluAs a customer,
you are our valued guestWe understand how upsetting this situation must have been for you and your family and we can certainly sympathize with your circumstancesPlease know that we've shared your experience with our Honolulu Airport Manager for his reviewWe'll use your feedback to help us improve our service.As a goodwill gesture, we're 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 5-business days.Additionally, we've refunded your $baggage fee to your credit card account ending in ***Depending on your billing cycle, this transaction should be reflected on your next statement or the one thereafter. We're glad to hear that our customer service agents did offer to deliver your bags to you and that you were notified when each of your two bags arrived. Mr***, we thank you for taking the time to let us know about your experience, and we thank you for flying with us.Sincerely,*** ***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha MrM***,On behalf of Hawaiian Airlines, we apologize that you were unaware of our travel credits issued to you as an extended courtesy in your situationIf you were to redeem your travel credits on the last day they are valid, on January 28, 2018, you'll be able to book travel as late as December We must have an expiration date, due to system limitations and they will be dropped in our system after a yearFor more information about the travel credit terms and conditions, please click here MrM***, I hope that you'll be able to take advantage of the travel credits issued to each of youThank you again for choosing Hawaiian Airlines. Sincerely,Matthew V***
Aloha Ms. ***,We're sorry you were disappointed with our response. Your case was reviewed by my manager, Rose HarmanAll correspondence with our office must be done via letter or email for auditing purposes, so we're unable to contact you by phone. As we mentioned
earlier, your flight was delayed for four hours and we provided $credit each as a courtesy. Regretfully, we're unable to refund your hotel stayIf you will not be using the credits we gave you, you may give them to another personHawaiian Airlines considers its response to be fair and appropriate, and respectfully, we consider this matter closed. Sincerely,Matthew V***Consumer Affairs Office
Complaint: ***
Dear Ron,The credit card that ends in *** was cancelled due to fraulent activityI request that you mail me a letter to my ** *** *** requesting my new Hawaiian miles card numberI don't want to send the number via email, which is not a secure medium Is that possible?
Sincerely,
*** ***
Message From Consumer Affairs 6/1/- Case: CN-*** *** - *** Aloha Mr. ***, We received your complaint to the Revdex.com on May Your original flight from Lihue was cancelled due to maintenance issues on May As a courtesy, we
did offer you 5,miles as compensation for your experience.I'm very sorry to hear about the agent error on your HawaiianMiles account and for the inconvenience this caused youI see that 5,miles were added to your account and deducted on May 23, and then on May 30, the 5,miles were added backWe are unable to offer any further compensationTo resolve your bag issue,your case was forwarded to our Central Baggage Services DepartmentIf you would like to follow up on the status of your case, contact Central Baggage Services directly at 866-389-daily from 6:a.mto 6:p.m(Hawaii Standard Time), days a week, including holidaysThank you for choosing Hawaiian AirlinesBased on the facts of your case, we consider our decision to be fair and appropriateRespectfully, we consider this matter closedSincerely, Malia P*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms***,First let me apologize for the delay with your luggageI received your concern thru our consumer affairs dept and did some investigation. I received the *** airway bill to which we sent your luggage to you at the *** hotel, and it does verify the charge was
charged to Hawaiian Airlines. If the *** has a service charge for the handling and care of your bags, that would not be covered by Hawaiian Airlines. I would suggest you check with the *** what the extra charge is forAs a courtesy, I would like to offer you Hawaiian miles to be deposited into your account by 23April 2016. Please provide me with your account number for the deposit. Mahalo.Cheryl K***Claims AdjusterHawaiian Airlines Central Baggage*** *** ***
*** *** ***
*** *** ***
***
*** ***
Message From Consumer Affairs12/15/- Case: CN-*** *** - ***re: ***/***/***/***Aloha Mr. ***,We received your complaint to the Revdex.com today.On behalf of Hawaiian ***, we're very sorry for your
flight cancellation to OaklandAs a customer, you are our valued guestWe understand how frustrating this sit**tion must have been and we can certainly sympathize with your circumstances. As requested, we're refunding your baggage fees of $to your credit card account ending in ***For security reasons, all refunds are automatically processed to the original form of payment. Additionally, we're refunding the unused portion of your tickets from Maui to Oakland to your credit card account ending in ***Depending on your billing cycle, these transactions should be reflected on your next statement or the one thereafter We're sorry that we're unable to offer a refund of your ticket purchase on *** ***.We do see that our reservations agent had confirmed you and your family to travel on our connecting flight from Maui to San Jose (via Honolulu), however; you elected to purchase a new ticket on *** ***. Upon reviewing your reservations, we see that you had a separate ticket on *** *** from San Francisco to PhiladelphiaBecause your flight on Hawaiian *** was issued separately from your ticket on *** ***, we cannot be held responsible for any expenses that you may have incurred due to our flight cancellationTo avoid these types of sit**tions, for future travels, we recommend that customers purchase one ticket to include all flight segments. We appreciate the opportunity to assist you with this matter, and we thank you for taking the time to let us know about your experience.Sincerely,Lawrence K***Resolution CoordinatorHawaiian ***, Consumer Affairs Office
We're unable to provide audio copies of our calls between you and our agents as they are property of Hawaiian Airlines. For all tickets purchased on our website, passengers agree to our Fare Rules Terms and Conditions. In our Fare Rules Terms and Conditions under the section, "Standard Rules and Restrictions for Tickets Purchased for Travel on Hawaiian Airlines", it is stated that, "When making date/flight, reroute, or other changes to a ticket, any applicable difference in fare will be charged to the customer in addition to any applicable change feeNo refunds will be issued if the applicable difference in fare is less than $0." In our "Terms & Conditions" section of our *** Discount page, the "Primary Cardmember must be one of the passengers on the flight recordBoth passengers must be booked for travel on the same flight record, fare and class of service, and must travel on all flight segments together." Therefore, any changes made to an existing reservation that were originally booked with the companion discount, the discount will no longer be valid, thus we must charge a change fee and fare difference. To make any changes to your reservation, please call our Reservations Department at 1-*** and refer to your ticket numbers *** for yourself and *** for Ms***. Thank you for choosing Hawaiian AirlinesSincerely, Matthew V***
Please see our correspondence with Ms***. *** *** - ***
Aloha Ms***,We understand that you are disappointed with our response.However, based on the facts of your case, we consider our decision to be fair and appropriateRespectfully, we consider this
matter closed.Sincerely,*** R***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office***
*** *** **
***
*** *** *** *** *** *** *** * ***I am waiting to hear from the ceothanksSent via the *** *** *** *, an *** ** *** smartphone*** *** *** ***
*** *** *** *** *** *** ***
*** *** *** ** ***
*** ***
*** *** *** *** *** *** *** *** * ***
Message From Consumer Affairs11/29/- Case: CN-*** *** - ***/***/***Aloha Ms***,We apologize for the inconvenience you experienced during this process; however, because we see that the tickets are nonrefundable we have processed an exception to refund your tickets with the applicable service fee.In regards to your inactive card, all refunds must be credited to the original form of payment Therefore, if your account has been closed, please contact your bank directly to obtain your refund.Sincerely,*** R***Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeFrom:***Sent:11/25/9:AMTo:***Subject:Re: Hawaiian Airlines, Consumer Affairs Office - CN-***Hi ***,I appreciate you agreeing to refund the ticketsWould it be possible to waive the fee total per ticket due to the inconvenience this has causedWe have been dealing with this for almost a year and have talked to numerous representatives that have been making this a difficult and emotionally exhausted processI would also like to know how can I get my refund if the card on file is not active?Thanks,*** *** On Nov 11, 4:PM, "Hawaiian Airlines: Consumer Affairs Office" wrote:Message From Consumer Affairs 11/11/- Case: CN-*** *** -***/***/***Aloha Ms***,On behalf of Hawaiian Airlines, we extend our best wishes to you.We see that your tickets are non-refundableHowever due to your circumstances, as a courtesy, we have authorized arefund of your tickets*** andless a service fee of $per ticket.Please contact Expediafor the refund to be processedand refer toCN-*** as your waiver code.Thank you for choosing Hawaiian Airlines.Sincerely,*** R***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office