*** *** *** ***
*** * *** ***
*** *** * ***
*** *** Aloha Mr***, We received your complaint from the Revdex.com on September 1.I'm sorry to hear about the confusion that had occurred when you
were checking in for your flight and that your in-flight entertainment wasn't working.As a customer, you are our valued guestI have reviewed your reservations and see that when you checked in for your flight, you changed your seats to 14AB from 38HJ which are Extra Comfort SeatsAt that time, you were advised of the additional charge and had to agree in order to complete the check in process.Because you were accommodated in the Extra Comfort Seats, we are unable to refund the fee you paid.As a goodwill gesture, we are issuing each of you a $140 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 choosing Hawaiian AirlinesSincerely, Malia P*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms***,Thank you for your patience with our response to youWe've received a notification from the Revdex.com, and on behalf of Hawaiian Airlines, we're sorry to hear that you're upset with the charges for the changes on your tickets.We apologize for any misinformation when you booked your trip with ***We're unable to see the trip insurance coverage provided by *** in your booking pathWe're able to determine that *** canceled the trip, and you were then charged a $change fee per ticket to have your tickets reinstated for travel by our Reservations DepartmentAny changes made on nonrefundable tickets will be charged this fee. Change fees cover the airline’s administrative costs and offset the risk that your seat will go unfilled as a consequence of your change. Our handling charge on travel agency tickets is $per ticketWe must charge this fee for any changes that Hawaiian Airlines makes on tickets issued directly by a travel agencyNormally all changes should be completed and handled by your travel agency. We see that your changes made were for the same route and dates of travelAs a one time courtesy, we've refunded each of your $change fees back to the credit card ending in ***Regrettably, we're unable to refund the travel agency handling chargeThese refunds should take up to ten business days to process and will be reflected on your next credit statement or on the one thereafterFor security reasons, all refunds are automatically processed back to the original form of payment. Ms***, we appreciate the time you took to share your experience with usWe thank you again for choosing Hawaiian Airlines and we look forward to welcoming you on board in San Jose.Sincerely,Matthew V***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. ***,Thank you for your information about the email address that was usedWe had used the email address that was listed when we received your casePlease accept our apologies for any confusion this has causedWe will bring this to the attention of our IT Department for their internal review and any necessary corrective action.As a courtesy, we have refunded Ms***'s tickets, less the $and $respective fees, to the credit card ending in ***Please allow one to two statement cycles for the credit to be reflectedTo protect Hawaiian *** and the credit card holder from possible fraudulent activity, the refund can only be processed to the original form of paymentHowever, if a credit card has replaced another credit card within the same account, the refund will usually be processed to the new cardWe recommend that you contact the bank for more information about the refund.Ms. ***, we appreciate the opportunity to assist you, and we hope to welcome you on board again.Sincerely,Ron A*** Resolution CoordinatorHawaiian ***, 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 me
Sincerely,
*** ***
Message From Consumer Affairs 1/17/- Case: *** *** *** - ***.***@natl.com Aloha Mr***, We have received a copy of your complaint to the Revdex.com, and we're sorry to hear about your frustration with our Premier Club access scannersThere may be a delay
of up to seconds between scanning your boarding pass and the door unlocking.For this issue, we see that you were issued a $eTravel Credit in September As a one-time courtesy, we are now issuing HawaiianMiles to your account #***Please allow up to days for the miles to be postedIf you continue to experience issues, please see an airport agent for assistanceThank you for choosing Hawaiian AirlinesRespectfully, we consider this matter closed.At their request, a copy of this response will be filed with the Revdex.com. Sincerely, Matthew L*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint:
I am rejecting this response because: We do not wish to use your companyYou are blatantly ignoring my requests to speak with a supervisor (having one "read over" my complaint, is not having a supervisor get back to me)I find it appalling how bad this company lacks customer serviceYou'd rather make a quick buck, rather than take care of your customersIt doesn't matter if you lose a customer, or from word of mouth, as long as this company is able to hide behind a computerI strongly feel your company does not properly inspect your planes, therefore putting us in the situation we are inI will not stopYou may be able to bully people around and have them walk away with their tail between their legs, but not meI'm applaud you will not take my calls, nor give me more of a genuine response, rather than copying and pasting what you have responded to my emailsIt makes me sick that you are working for a company that has such little compassionWhat does that say about you?
Sincerely,
*** ***
Complaint: ***
Thank you for the offer but I am rejecting this response because in good faith I would feel I'm selling out on what is right I would rather you tell me how your going to make changes to help the local residence have an equal opportunity and not robbed every time we want to fly somewhere when we need to go somewhereThe past inter-island coupons or other incentive programs that could help would be a good start. I don't think it's right to continually overcharge residence for fares even though your policy is based on supplyand to have customer service agents that aren't even in Hawaii and are more worried about lower ratings for themselves rather than the customer$for a round ticket is terribly high when you're running specials saying it's $one wayIf I didn't call the fare cost would have been over $or more when it originally started at the high price of $288.The entire pricing strategy is unfair and unjustI've used Hawaiian Airlines all my life and my family too 1) We are being over charged on faresAs a residence we accommodate the airlines by flying at OFF timesI would love to fly later and come back earlier but the reality is that that's when you're the busiest so we all see our family and friend either early in the morning or late at night 2) we also can't bring a suit case anymore without being over charged and are continually monitored on what we can bring as carry ons3) The plane is always overloaded and the new chairs are super uncomfortable with no where to put anything we are all packed inThe table in front can barely hold the water cups that are served 4) customer service agents aren't even in Hawaii to help usWe need to wait on long wait times to talk to someone who is constantly worried about their ratings.It's highway robbery and really is by offering me money to be quiet it NOT going to solve anything!!!!
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:It remains unacceptable to reference your policy and not allow me to have the peace of mind to have seating assignments for my family of four, which includes two young children, four months before a scheduled flightI never had the opportunity to book seats when I bought this ticketIt makes no sense that every single seat on board appears to be occupiedThis shouldn't be so hard to provide seat assignments for a family of four long before a flight that is four months away. Our travel dates are fixed and I trusted your airline to provide a basic level of service for our small family
Sincerely,
*** ***
Aloha Ms. ***We received your inquiry to the Revdex.com and we thank you for your patience while awaiting our reply. On behalf of Hawaiian Airlines, we apologize for the unpleasant experience and poor service you receivedAs our customer, you are our valued
guest, so there’s never an acceptable excuse for this to happen Based on the nature of your request, we asked *** ***, the Hawaiian Airlines partner handling your travel package, to contact you to resolve this matterWe're happy to see that they've been in contact with you regarding your refund. Please know we take experiences such as yours very seriously, and we will use your feedback to help us improve our serviceIf there is anything further we can do to assist your family please do not hesitate to contact us. If you wish to contact *** ***, you may do so by calling them at ***. Thank you for choosing Hawaiian Airlines. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
*** *** - [email protected]
Aloha Ms***,
We're sorry to hear that you're disappointed with our mileage awardsWe have shared your sentiments with our Revenue Management team
Between Hawaii and North America, one-way tickets range from to
40,miles for Coach and to 80,miles for First Class, with online discounts available to Hawaiian Airlines World Elite *** holdersMore information about our mileage awards may be found here
Unfortunately, the number of awards is limited, and during peak travel times only higher-mileage awards may be availableWe recommend booking as far in advance as possible and being flexible with your travel dates
Thank you for taking the time to share your feedback with us
Sincerely,
Matthew L***
Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because:I appreciate the extra miles but what I really want is to feel like I am being treated like a customer I want to know that when I travel with my family on Hawaiian next April that I will feel valued as a customer Based on my experience with my original flight that was cancelled and with this miles issue, I don't feel very valued In addition, I got an email from the Miles department saying that they were very sorry and that they would contact me later, but they never did Hawaiian can take their miles Getting a more sincere response, preferably in a written letter or phone call means a lot more
Sincerely,
*** ***
Complaint:
I am rejecting this response because: I was told the manager of the rude supervisor would call me and that has yet to happenYou guys have lost gettig close to from my guest travelingIt was how badly I was treated from the start and the refusal to deal with a very poorly trained staff.
Sincerely,
*** ***
Message From Consumer Affairs4/7/- Case: *** *** - ***@gmail.com***/***/***/***Aloha Ms***,Thank you for taking the time to contact us.We appreciate your patience in awaiting our response.I regretto hearthat you were unable to travel as
originally scheduled.Please know that your experience is important to us, and we would like to take some additional time to look into this matter received from the Revdex.com (Revdex.com).I assure you that I'll get back to you once I receive the information I need to respond to your concerns.Our Reservations Department attempted to contact you several times today anda voicemail was left.Please call our Reservations Department at your earliest convenience, toll-free (within the U.Sand Canada) at 1-800-367-and refer to your electronic ticket numbers ***, ***, ***Please ask to speak to ChiefAgent Robert Galigawho is handling your case.Confirmation CodeEZJPWB.Thank you for choosing Hawaiian Airlines.Mahalo,Stephanie S*Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeTell us why here
Revdex.com:
Thanks for your help! I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Yan L*
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Please have them mail the check to:*** ***
*** *** ***
*** *** *** *** ***
*** *** ***
Sincerely,
*** ***
Aloha Mr. ***, We received your complaint submitted to the Revdex.com. We thank you for your patience while awaiting our reply On behalf of Hawaiian Airlines, please accept my sincerest apologies for our flight delay out of Maui on October 1st and for the way it
was handled. As a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service. Please be assured that the comments and feedback you shared have been taken very seriously and delivered to the appropriate Managers to prevent situations such as this from happening in the future The safety of our guests and employees is our highest priority. Nonetheless, we understand how frustrating this situation must have been for you, and we are sympathetic to your circumstances. The views of our guests are always an important consideration, so we welcome your feedback I'm sorry for the inconvenience you experienced while waiting for the arrival of our crew and the completion of the maintenance on the aircraft. I can understand the frustration this caused especially when you’re expecting to depart as scheduled to head homeWhen such situations as you describe arise, we have guidelines in place that determine how we compensate our guestsWe consider the length of the delay, when the delay occurred, and other considerationsOur guidelines allow us to provide consistent treatment for all our guests We have reviewed your case and see that each passenger on that flight was issued a $travel credit, good for future travel on Hawaiian Airlines. As a gesture of goodwill, we will be increasing your and ***'s credits to $*** eachPlease note that the new credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within - business daysWe recommend that you add "***” to your accepted email recipient list so the email is not misdirected to your spam folderIn addition to your travel credits, we issued you and *** a bonus 1,HawaiianMiles each which should be reflected in your accounts by nowYou may also verify this by contacting our HawaiianMiles Service Center directly at *** Monday through Friday from 7:a.mto 4:** p.mHST and refer to incident number *** Mr***, we pride ourselves on providing our guests with the best service, and after hearing your comments, we understand how much we disappointed you. We are truly sorry for your experience with Hawaiian Airlines Thank you for taking the time to share your experience with us and hope you’re able to extend us another opportunity to serve you in the futureSincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because: there was no resolution yet Conf# ***I ASKED THEM TO REFUND MY TICKET BECAUSE THEY COULD GIVE ME NO WORKABLE SOLUTION OR REASON I rebooked the same Hawaiian flight and then booked separately the original Virgin America flight that I had
Sincerely,
*** ***
*** *** *** ***
*** * *** ***
*** *** ***
*** *** * ***
*** *** *** We received your complaint to the Revdex.com on July I'm very sorry to hear about the issues that you experienced with your
HawaiianMiles accountI understand your frustrations with the situation, especially with how long it has taken to get resolved. We take experiences such as yours very seriously, and we will use your feedback to help us improve our service.I have been working with our HawaiianMiles DepartmentUnfortunately, we were not able to find your purchase in December 2015, however we do see purchase was made in May We have reinstated your 6,miles to your HawaiianMiles account #***. Ms***, thank you for choosing Hawaiian Airlines and we hope to see you on a flight with us soon. Sincerely, Malia *** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms. ***, We received your complaint to the Revdex.com and we thank you for your patience while awaiting our reply.We are truly sorry for the unpleasant experience you faced with our HawaiianMiles Program. As a customer, you are our valued guest, so
there’s never an acceptable excuse for poor servicePlease know that we have shared your experience with our management team, and we will use this incident to improve our service. We verified that your HawaiianMiles account will be credited with 20,milesRegretfully, we ask that you allow up to business days for the miles to be posted to your account. As a gesture of goodwill, we're also issuing you a $50 eTravel Credit, good for future travel on Hawaiian Airlines. Your credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within - business days. Thank you for allowing me the opportunity to assist you with this matter. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because:
Aloha! I sent them receipts as they suggested along with the following noteAwaiting a response. Dear Hawaiian Airlines Representative, Thank you for your response to my previous emailTwo items are attached. The Hawaiian Airlines credit card statement with the Hawaiian ticketing fees, ticketing numbers, and charges for calling the call center. The credit card receipt for the China Southern Airlines tickets I was required to buy at the airport because Hawaiian would not rebook our Air China flightsThese tickets were required to arrive to Beijing to catch the Beijing to Honolulu flightThey were purchased after attempting to work with the Air China desk agents for over an hour to reschedule. Thank you. Sincerely,*** ***
*** *** *** ***
*** * *** ***
*** *** * ***
*** *** Aloha Mr***, We received your complaint from the Revdex.com on September 1.I'm sorry to hear about the confusion that had occurred when you
were checking in for your flight and that your in-flight entertainment wasn't working.As a customer, you are our valued guestI have reviewed your reservations and see that when you checked in for your flight, you changed your seats to 14AB from 38HJ which are Extra Comfort SeatsAt that time, you were advised of the additional charge and had to agree in order to complete the check in process.Because you were accommodated in the Extra Comfort Seats, we are unable to refund the fee you paid.As a goodwill gesture, we are issuing each of you a $140 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 choosing Hawaiian AirlinesSincerely, Malia P*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms***,Thank you for your patience with our response to youWe've received a notification from the Revdex.com, and on behalf of Hawaiian Airlines, we're sorry to hear that you're upset with the charges for the changes on your tickets.We apologize for any misinformation when you booked your trip with ***We're unable to see the trip insurance coverage provided by *** in your booking pathWe're able to determine that *** canceled the trip, and you were then charged a $change fee per ticket to have your tickets reinstated for travel by our Reservations DepartmentAny changes made on nonrefundable tickets will be charged this fee. Change fees cover the airline’s administrative costs and offset the risk that your seat will go unfilled as a consequence of your change. Our handling charge on travel agency tickets is $per ticketWe must charge this fee for any changes that Hawaiian Airlines makes on tickets issued directly by a travel agencyNormally all changes should be completed and handled by your travel agency. We see that your changes made were for the same route and dates of travelAs a one time courtesy, we've refunded each of your $change fees back to the credit card ending in ***Regrettably, we're unable to refund the travel agency handling chargeThese refunds should take up to ten business days to process and will be reflected on your next credit statement or on the one thereafterFor security reasons, all refunds are automatically processed back to the original form of payment. Ms***, we appreciate the time you took to share your experience with usWe thank you again for choosing Hawaiian Airlines and we look forward to welcoming you on board in San Jose.Sincerely,Matthew V***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. ***,Thank you for your information about the email address that was usedWe had used the email address that was listed when we received your casePlease accept our apologies for any confusion this has causedWe will bring this to the attention of our IT Department for their internal review and any necessary corrective action.As a courtesy, we have refunded Ms***'s tickets, less the $and $respective fees, to the credit card ending in ***Please allow one to two statement cycles for the credit to be reflectedTo protect Hawaiian *** and the credit card holder from possible fraudulent activity, the refund can only be processed to the original form of paymentHowever, if a credit card has replaced another credit card within the same account, the refund will usually be processed to the new cardWe recommend that you contact the bank for more information about the refund.Ms. ***, we appreciate the opportunity to assist you, and we hope to welcome you on board again.Sincerely,Ron A*** Resolution CoordinatorHawaiian ***, 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 me
Sincerely,
*** ***
Message From Consumer Affairs 1/17/- Case: *** *** *** - ***.***@natl.com Aloha Mr***, We have received a copy of your complaint to the Revdex.com, and we're sorry to hear about your frustration with our Premier Club access scannersThere may be a delay
of up to seconds between scanning your boarding pass and the door unlocking.For this issue, we see that you were issued a $eTravel Credit in September As a one-time courtesy, we are now issuing HawaiianMiles to your account #***Please allow up to days for the miles to be postedIf you continue to experience issues, please see an airport agent for assistanceThank you for choosing Hawaiian AirlinesRespectfully, we consider this matter closed.At their request, a copy of this response will be filed with the Revdex.com. Sincerely, Matthew L*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint:
I am rejecting this response because: We do not wish to use your companyYou are blatantly ignoring my requests to speak with a supervisor (having one "read over" my complaint, is not having a supervisor get back to me)I find it appalling how bad this company lacks customer serviceYou'd rather make a quick buck, rather than take care of your customersIt doesn't matter if you lose a customer, or from word of mouth, as long as this company is able to hide behind a computerI strongly feel your company does not properly inspect your planes, therefore putting us in the situation we are inI will not stopYou may be able to bully people around and have them walk away with their tail between their legs, but not meI'm applaud you will not take my calls, nor give me more of a genuine response, rather than copying and pasting what you have responded to my emailsIt makes me sick that you are working for a company that has such little compassionWhat does that say about you?
Sincerely,
*** ***
Complaint: ***
Thank you for the offer but I am rejecting this response because in good faith I would feel I'm selling out on what is right I would rather you tell me how your going to make changes to help the local residence have an equal opportunity and not robbed every time we want to fly somewhere when we need to go somewhereThe past inter-island coupons or other incentive programs that could help would be a good start. I don't think it's right to continually overcharge residence for fares even though your policy is based on supplyand to have customer service agents that aren't even in Hawaii and are more worried about lower ratings for themselves rather than the customer$for a round ticket is terribly high when you're running specials saying it's $one wayIf I didn't call the fare cost would have been over $or more when it originally started at the high price of $288.The entire pricing strategy is unfair and unjustI've used Hawaiian Airlines all my life and my family too 1) We are being over charged on faresAs a residence we accommodate the airlines by flying at OFF timesI would love to fly later and come back earlier but the reality is that that's when you're the busiest so we all see our family and friend either early in the morning or late at night 2) we also can't bring a suit case anymore without being over charged and are continually monitored on what we can bring as carry ons3) The plane is always overloaded and the new chairs are super uncomfortable with no where to put anything we are all packed inThe table in front can barely hold the water cups that are served 4) customer service agents aren't even in Hawaii to help usWe need to wait on long wait times to talk to someone who is constantly worried about their ratings.It's highway robbery and really is by offering me money to be quiet it NOT going to solve anything!!!!
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:It remains unacceptable to reference your policy and not allow me to have the peace of mind to have seating assignments for my family of four, which includes two young children, four months before a scheduled flightI never had the opportunity to book seats when I bought this ticketIt makes no sense that every single seat on board appears to be occupiedThis shouldn't be so hard to provide seat assignments for a family of four long before a flight that is four months away. Our travel dates are fixed and I trusted your airline to provide a basic level of service for our small family
Sincerely,
*** ***
Aloha Ms. ***We received your inquiry to the Revdex.com and we thank you for your patience while awaiting our reply. On behalf of Hawaiian Airlines, we apologize for the unpleasant experience and poor service you receivedAs our customer, you are our valued
guest, so there’s never an acceptable excuse for this to happen Based on the nature of your request, we asked *** ***, the Hawaiian Airlines partner handling your travel package, to contact you to resolve this matterWe're happy to see that they've been in contact with you regarding your refund. Please know we take experiences such as yours very seriously, and we will use your feedback to help us improve our serviceIf there is anything further we can do to assist your family please do not hesitate to contact us. If you wish to contact *** ***, you may do so by calling them at ***. Thank you for choosing Hawaiian Airlines. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
*** *** - [email protected]
Aloha Ms***,
We're sorry to hear that you're disappointed with our mileage awardsWe have shared your sentiments with our Revenue Management team
Between Hawaii and North America, one-way tickets range from to
40,miles for Coach and to 80,miles for First Class, with online discounts available to Hawaiian Airlines World Elite *** holdersMore information about our mileage awards may be found here
Unfortunately, the number of awards is limited, and during peak travel times only higher-mileage awards may be availableWe recommend booking as far in advance as possible and being flexible with your travel dates
Thank you for taking the time to share your feedback with us
Sincerely,
Matthew L***
Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because:I appreciate the extra miles but what I really want is to feel like I am being treated like a customer I want to know that when I travel with my family on Hawaiian next April that I will feel valued as a customer Based on my experience with my original flight that was cancelled and with this miles issue, I don't feel very valued In addition, I got an email from the Miles department saying that they were very sorry and that they would contact me later, but they never did Hawaiian can take their miles Getting a more sincere response, preferably in a written letter or phone call means a lot more
Sincerely,
*** ***
Complaint:
I am rejecting this response because: I was told the manager of the rude supervisor would call me and that has yet to happenYou guys have lost gettig close to from my guest travelingIt was how badly I was treated from the start and the refusal to deal with a very poorly trained staff.
Sincerely,
*** ***
Message From Consumer Affairs4/7/- Case: *** *** - ***@gmail.com***/***/***/***Aloha Ms***,Thank you for taking the time to contact us.We appreciate your patience in awaiting our response.I regretto hearthat you were unable to travel as
*Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeTell us why here
originally scheduled.Please know that your experience is important to us, and we would like to take some additional time to look into this matter received from the Revdex.com (Revdex.com).I assure you that I'll get back to you once I receive the information I need to respond to your concerns.Our Reservations Department attempted to contact you several times today anda voicemail was left.Please call our Reservations Department at your earliest convenience, toll-free (within the U.Sand Canada) at 1-800-367-and refer to your electronic ticket numbers ***, ***, ***Please ask to speak to ChiefAgent Robert Galigawho is handling your case.Confirmation CodeEZJPWB.Thank you for choosing Hawaiian Airlines.Mahalo,Stephanie S
Revdex.com:
Thanks for your help! I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Yan L*
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Please have them mail the check to:*** ***
*** *** ***
*** *** *** *** ***
*** *** ***
Sincerely,
*** ***
Aloha Mr. ***, We received your complaint submitted to the Revdex.com. We thank you for your patience while awaiting our reply On behalf of Hawaiian Airlines, please accept my sincerest apologies for our flight delay out of Maui on October 1st and for the way it
was handled. As a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service. Please be assured that the comments and feedback you shared have been taken very seriously and delivered to the appropriate Managers to prevent situations such as this from happening in the future The safety of our guests and employees is our highest priority. Nonetheless, we understand how frustrating this situation must have been for you, and we are sympathetic to your circumstances. The views of our guests are always an important consideration, so we welcome your feedback I'm sorry for the inconvenience you experienced while waiting for the arrival of our crew and the completion of the maintenance on the aircraft. I can understand the frustration this caused especially when you’re expecting to depart as scheduled to head homeWhen such situations as you describe arise, we have guidelines in place that determine how we compensate our guestsWe consider the length of the delay, when the delay occurred, and other considerationsOur guidelines allow us to provide consistent treatment for all our guests We have reviewed your case and see that each passenger on that flight was issued a $travel credit, good for future travel on Hawaiian Airlines. As a gesture of goodwill, we will be increasing your and ***'s credits to $*** eachPlease note that the new credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within - business daysWe recommend that you add "***” to your accepted email recipient list so the email is not misdirected to your spam folderIn addition to your travel credits, we issued you and *** a bonus 1,HawaiianMiles each which should be reflected in your accounts by nowYou may also verify this by contacting our HawaiianMiles Service Center directly at *** Monday through Friday from 7:a.mto 4:** p.mHST and refer to incident number *** Mr***, we pride ourselves on providing our guests with the best service, and after hearing your comments, we understand how much we disappointed you. We are truly sorry for your experience with Hawaiian Airlines Thank you for taking the time to share your experience with us and hope you’re able to extend us another opportunity to serve you in the futureSincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because: there was no resolution yet Conf# ***I ASKED THEM TO REFUND MY TICKET BECAUSE THEY COULD GIVE ME NO WORKABLE SOLUTION OR REASON I rebooked the same Hawaiian flight and then booked separately the original Virgin America flight that I had
Sincerely,
*** ***
*** *** *** ***
*** * *** ***
*** *** ***
*** *** * ***
*** *** *** We received your complaint to the Revdex.com on July I'm very sorry to hear about the issues that you experienced with your
HawaiianMiles accountI understand your frustrations with the situation, especially with how long it has taken to get resolved. We take experiences such as yours very seriously, and we will use your feedback to help us improve our service.I have been working with our HawaiianMiles DepartmentUnfortunately, we were not able to find your purchase in December 2015, however we do see purchase was made in May We have reinstated your 6,miles to your HawaiianMiles account #***. Ms***, thank you for choosing Hawaiian Airlines and we hope to see you on a flight with us soon. Sincerely, Malia *** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms. ***, We received your complaint to the Revdex.com and we thank you for your patience while awaiting our reply.We are truly sorry for the unpleasant experience you faced with our HawaiianMiles Program. As a customer, you are our valued guest, so
there’s never an acceptable excuse for poor servicePlease know that we have shared your experience with our management team, and we will use this incident to improve our service. We verified that your HawaiianMiles account will be credited with 20,milesRegretfully, we ask that you allow up to business days for the miles to be posted to your account. As a gesture of goodwill, we're also issuing you a $50 eTravel Credit, good for future travel on Hawaiian Airlines. Your credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within - business days. Thank you for allowing me the opportunity to assist you with this matter. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because:
Aloha! I sent them receipts as they suggested along with the following noteAwaiting a response. Dear Hawaiian Airlines Representative, Thank you for your response to my previous emailTwo items are attached. The Hawaiian Airlines credit card statement with the Hawaiian ticketing fees, ticketing numbers, and charges for calling the call center. The credit card receipt for the China Southern Airlines tickets I was required to buy at the airport because Hawaiian would not rebook our Air China flightsThese tickets were required to arrive to Beijing to catch the Beijing to Honolulu flightThey were purchased after attempting to work with the Air China desk agents for over an hour to reschedule. Thank you. Sincerely,*** ***