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,
*** ***
Aloha Mr. ***,Your email to the Revdex.com (Revdex.com) was received by our office today.I'm sorry to hear that our HawaianMiles Service Center did not call you back as promisedI have shared this issue with our HawaiianMiles Management Team for their review. Elite-qualifying
flight segments and flight mileage are earned based on flights scheduled and operated by Hawaiian AirlinesSince your flight from Las Vegas to Los Angeles was not operated by Hawaiian Airlines, that flight will not count towards your elite status. Segments and miles earned on charter flights, partner airlines, HawaiianMiles partners, bonus miles, or miles earned through the Hawaiian Airlines World Elite MasterCard do not count towards Pualani Elite statusYou may view this information on our website via this link. Thank you for your loyalty as a Pualani Gold Member.Sincerely,Robyn M***SrResolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Subject: ID *** To whom it may concern: Thank you for your assistance with this matter. Hawaiian Airlines has made contact with my husband, and we are satisfied with the results. We truly appreciate your time, advice, and support. We would not have resolved this
matter without youThank you*** and *** ***
Aloha Mr***, Thank you again for your patience with our response to youWe realize that it may be frustrating when you aren’t able to speak with us personallyHowever, we are unable to contact you by phoneFor auditing purposes, all correspondence with our office must be done via email or
letterWe apologize for the difficulty you're having with your reservation. After consulting with our Credit Card Team and Reservations Department, prior to signing up for our World Elite MasterCard, our agents stated that our 50,bonus miles are earned after purchases of $1,with the card in the first daysOnce you spend this amount within days from when your account is opened, you'll be able to redeem the 50,bonus miles and be able to redeem the one time 50% off companion benefit. Our agents advised you over the phone that you must redeem your 50% off companion travel benefit online through our HawaiianMiles portal for any round trip flight between North America and Hawaii operated by Hawaiian AirlinesOur Terms and Condition are sent with the card, and you can refer to a copy here We realize that you would like to use these 50,HawaiianMiles to upgrade your tickets to First Class and that can definitely be possibleWe have two tiers in how we offer these award upgrades based on the availability of the flight you are inquiring on, starting at 25,HawaiianMiles to 50,HawaiianMilesFor further information about redeeming HawaiianMiles on flights operated by Hawaiian Airlines, please see hereIf you would like to use these miles for tickets on other airlines, please refer to the webpage here. Mr***, we do hope you'll be able to take advantage of the benefits of this credit card including a one time 50% off companion travel discount on a round trip between Hawaii and North America and having your first checked baggage waived on domestic flightsWe thank you again for choosing Hawaiian AirlinesSincerely, Matthew V***
Message From Consumer Affairs11/19/- Case: CN-***Mr*** *** * ***RE: *** ***Aloha Mr***,We're sorry to hear you were unable to travel as scheduledOur best wishes go out to you. While we are glad to see that our Reservations
Department was able to waive your rebooking/change fees, we apologize for any miscommunication that may have occurred about your waiver. Hawaiian Airlines will assist in providing customers with rebooking/change fee waivers in cases of hospitalization, bereavement, or changes in military orders, providing that the proper documentation has been receivedAs a courtesy, our Reservations Department waived your rebooking/change fees and the travel agency rebooking fee. We see that you contacted our Reservations Department about your baggage fees and, as a courtesy, they authorized to refund your baggage fees of $to the original form of payment. We understand that you are requesting your baggage fees to be refunded to a different form of paymentTypically, we are only able to process refunds to the original form of paymentHowever, as a gesture of goodwill, we will issue you a check for $(baggage fee and fee for prepaid debit card)To ensure you receive your check, please provide us with your preferred mailing address. We look forward to hearing from you soon. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
This is a follow up to a closed Complaint ID #*** that is not resolved (I have not received a credit/refund from hawaiian ***s)Booked vacation package though Hawaiian Air 3/3-3/8: main cabin class tickets to/from *** and a *** *** *** *** stayTotal package cost was $2,Package Confirmation code: ***Our flight HA *** *** was turned around mid air due to mechanical issuesPlane was off-boarded and told to waitWe waited for a few hours while the crew continued to say, "more minutes"The flight was eventually delayed until next dayMy husband and I needed to take a flight that day so we booked with *** ***s instead for a same day flightSeveral other passengers were rebooked to the *** same flight at no charge from Hawaiian AirThe total cost for us was $319.20/ticket = $totalI filed a request for refund on 3/to reimburse for our *** ***s tickets we needed to purchaseReceived an email from Hawaiian ***s Consumer Affairs office on 4/stating that they would not reimburse the *** ***s tickets but would reimburse the unused portion of the Hawaiian Air flight and requested that I contact the travel agency that booked us (the travel agency that booked us was Hawaiian Air vacation packages)The email stated, "We see that your ticket has been issued by a travel agencyPlease contact them directly and have them follow *** procedures as we've documented your record authorizing these refunds and provide them with the waiver code, "***." Several phone calls/hours on the phone - Hawaiian Air vacation packages could not locate our past reservationThe repfinally found reservation and an hour and minutes later, she confirmed she was able to refund the unused portion of the Hawaiian air $We have not received a credit for $and it has been three weeks
Complaint: ***
I am rejecting this response because: the issue is not the recovery of the bagsIt is the delay purely and solely caused by Hawaiian Airline and not taking responsibility of your actionAny reputable company will take ownership of the issue and not try to blame another airline*** had absolutely nothing to do with the delayIf Hawaiian beleive hr delay is not a big deal and you are not welling to resolve it, I'll take it to the next step since my mother in law suffered significantly from the stress you createdFor your knowledge, We were given the last seat on the flight Heading to Honolulu and almost missed our flight to HoustonPlease get your facts right and check what we really went throughDue to the delays by Hawaiian airline, the *** flight gave away our seats since we were significantly delayedI can keep giving the facts, but it sounds like the airline is not really caring about customer satisfactionI'll not accept voucher on your airline since I'll never fly Hawaiian againYou have the right to reject and I have the right to take the next step. thanks,
Sincerely,
*** ***
Message From Consumer Affairs 1/4/- Case: *** Katherine S*** - kati@***.com Aloha MsS***, We have received a copy of your complaint to the Revdex.com, and we're sorry to hear you are disappointed with our Fare RulesUnfortunately, the tickets
you purchased are indeed non-refundable and non-transferableThese restrictions are stated in the Fare Rules which all purchasers agree to during bookingExceptions are made as a courtesy only in cases involving the death of an immediate family memberRegrettably, we are unable to grant your request for a refund or transfer. Unused Hawaiian Airlines tickets may be rebooked by calling our Reservations Department at 800-367-You must call within a year of the original date of purchase. Thank you for choosing Hawaiian AirlinesAt their request, a copy of this response will be filed with the Revdex.comSincerely, Matthew L*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
5/22/- Case: ***Revdex.com Complaint #1216577 *** * *** - ***.*.***@gmail.comAloha Ms. ***,We received your complaint to the Revdex.com (Revdex.com) on May We're sorry for any confusion that occurred with your bag fees and ticket purchase. Customers
who purchase tickets on HawaiianAirlines.com with their premium Hawaiian Airlines World Elite Mastercard and are the primary cardholder are entitled to a complimentary first checked bag on Hawaiian Airlines flightsTravel package purchases or travel agency bookings do not qualify for the complimentary first bag, and the complimentary first bag does not apply to flights operated by other airlines. We see that you did not purchase your ticket with the Hawaiian Airlines World Elite Mastercard. Therefore, you were charged correctly, and no refund is dueOnce payment is made, we are unable to change forms of payments. As a courtesy, we are issuing you a $75 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 folder.Thank you for choosing Hawaiian Airlines.Mahalo,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: ***
First of all, thank you for the quick response
I am rejecting this response because:HA response: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 *** ***.My response:Your agent issued the new tickets to SJCHowever, she didn't assign seats, which caused us unable to use the automated kiosk to get the boarding passesWe tried using the automated kiosk but it directed us to the counter, which at the time, it had a very long line with people from ***Had we waited in line to get the new boarding passes, we would have missed the window to board the *** flightThat's the reason why we elected the purchase the new ** ticketsHad we not bought the *** tickets, there was no other alternate flights that will allow us to be in the SF bay area on time for my business tripIn other words, your agent put us in a sit**tion where we would miss the alternative flight that you offered.HA response: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 My response:I am not asking for you to reimburse the ** flights from SFO to PHLI am asking for you to reimburse the ** tickets from OGG to SFO (***), that we purchased on the spot due to the *** cancellationSo, I don't understand your recommendation for future travelsHad you not canceled the *** flight, we wouldn't have needed to buy the *** ticketsThe reason I showed you that I had a separate ticket from SFO to PHL to prove that I only had a window of hours and minutes between my vacation and my business tripIn other words, I HAD to be back in the SF bay area around the same time as what *** originally had, which was the reason why we had to make a quick decision (and couldn't wait in line for the counter).Thank you for your time and kind attention
Sincerely,
*** ***
Message From Consumer Affairs7/29/- Case: CN-***Complaint #*** *** - ***Aloha Mr. ***,We received your complaint to the Revdex.com (Revdex.com) on July regarding booking reservations and military airfare We're sorry to
hear about the issues you experienced with purchasing ticketsIn your complaint, you mentioned that you sent us an inquiryWe haven't received any emails from you in our departmentThe email you sent may have gone directly to our Reservations Department or Web Support who sent you a response Based on the nature of your inquiry, we have referred your case to our Reservations Department for their handlingOur records indicate an agent had called you to advise you that Hawaiian Airlines does offer military faresHowever, our cheapest fares are available on the websiteWe do not offer military discountsIf you have any other questions, you may call our Reservations Department toll-free at *** for assistance. Thank you for choosing Hawaiian Airlines.Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs10/4/- Case: CN-***Mr*** *** - ***Re: ***/***/***Aloha Mr***,Thank you for providing the requested information. On behalf of Hawaiian Airlines, we would like to offer our sincerest apologies for any frustration or
disappointment we have caused regarding Ms***'s ticket. Our Reservation Agents are expected to treat all guests with aloha and courtesy as they are working hard to service all of our guests. We're very sorry if you feel that this was not the case. Your comments have been shared with our management team, and we will continue to look for ways to improve our service.We have reviewed your case and see that you are requesting a name change or a full refund of Ms*** ***'s ticket. Hawaiian Airlines will assist in providing customers with refunds or change fee waivers in cases of hospitalization, bereavement, or changes in military orders, providing that the proper documentation has been received. Thank you for providing us with a Medical Waiver form. Although your form was not signed by Ms***, we see that our Reservations Department accepted the form and offered a refund less a $service fee per ticket. Please understand that a service fee applies to all non-refundable tickets that are granted a refund.We realize when travel plans change, service fees are an unwelcomed sightHowever, we normally don’t offer ticket refunds in situations such as ***’s and name changes are not allowed, so we do feel that the courtesy offered by our Reservations Department Supervisors is a fair compromise. To proceed with our courtesy refund offer as is, please contact the agency that booked her tickets for assistance with her refund. If Ms*** *** will continue to travel, our Reservations Department will assist your travel agency with this change. Please have your travel agency follow the proper ARC refund procedure for the refund to be processed and refer to CN-*** as their approval code.If you're unable to accept our refund offer, their tickets will remain valid for rebooking for one year from the date of purchase (May 18, 2018), and they may select travel dates up to days in advance. When they are ready to rebook, they may call our Reservations Department toll-free (within the U.Sand Canada) at *** and refer to electronic ticket numbers *** (***) and *** (***)They will be responsible for the applicable change fee and any difference in fare. Thank you for choosing Hawaiian Airlines.Sincerely,Kimberly J***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
I wrote an initial review on 04/17/and 05/01/(with consumer a**airs) A representative *rom Hawaiian Airlines (Malia P.) a resolution coordinator did reach out to me, the o**ered solution still gives me a bad taste in my mouthTo make a very long story short, I purchased air*ares in January *or my wedding in the summer and in April I noticed the same air*ares were drastically reduced and wanted an adjustment on the price di**erenceThe supervisors who I spoke with to help me with the situation were rude, insulting and made me *eel like I was asking *or *ree money when in *act I was asking *or my own money to be re*undedUltimately, I did not get a re*und but was o**ered a travel credit with many restriction that made it impossible to reuseMalia Pdid o**er to li*t some o* the restrictions on the travel credit and initially did make an e**ort to communicate with meI now am receiving very con*using random emails that appear to be retracting the "solution" that was o**ered by Malia Pand I have reached out to Malia P*or weeks now and she has not responded at allIt *eels like Hawaiian Airlines does not want to work with me and all I am asking *or is clari*ication to these random emails I received in the last weeks that have me ba**led and con*used since I thought we were close to resolving the matterI need to know what is going on and need someone to contact meIt is very ridiculous that I am having so much trouble trying to get assisted with a matter concerning my own hard earned money!I was o**ered a resolution however, I have received new very con*using emails (a*ter the attempted resolution) which appear to retract the o**ered resolution and I need an explanationI am not getting any responses *rom the resolution coordinator and I really need someone reliable to contact me to help explain why I received these new con*using emailsI also want (in writing) the *inal resolution o**ered by the resolution coordinator so that I do not have any problems in the *utureI already *orwarded the emails to (Malia P***) with no response
Message From Consumer Affairs *** * *** ***
*** *** * ***
*** *** Aloha Mr. ***, We have received a copy your complaint from the Revdex.com, and we're sorry to hear about the misinformation you received regarding the
Hawaiian Airlines World Elite *** 50%-off companion airfare benefit.To clarify, the offer is for a one-time 50%-off companion discount toward one published full coach roundtrip fare between Hawaii and North AmericaFirst Class fares are not eligible. This restriction is stated on our application page and our print and web advertisements, so we are sorry to hear that the agents you spoke with did not fully inform youWe will be following up with our Reservations management team to help avoid any miscommunication in the future. We see that you purchased two roundtrip tickets between Oakland and Honolulu, with the Oakland-to-Honolulu flight in First ClassAlthough we are not able to apply the discount to tickets which include flights in First Class, we can can cancel your existing reservation and offer you a full refund, including your Extra Comfort upgradesYou will then be able to book a new reservation taking full advantage of your 50%-off companion discountTo book your new reservation, please follow the instructions on our hpage. Detailed instructions for redeeming discounts may also be found herePlease note that the discount applies to your companion's airfare only, excluding taxes, fees, and upgrades.If you would like to have your current reservation cancelled and refunded, please contact our Reservations Department at *** and refer to your confirmation code ***Thank you for taking the time to bring this matter to our attentionWe appreciate the opportunity to respond to your concernsAt their request, a copy of this response will be filed with the Revdex.comSincerely, Matthew L*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Here's our two email correspondencesSeats 12HJ are not available so regrettably we're unable to reserve it:
*** *** *** *** *** *** ***
*** ***
*** *** *** *** *** *** *** *
***
*** *** *** **
***
*** *** ***I know this probably won't resolve your frustration but we have no doubt that our *** package vendor wasn't aware about your upgraded seatsAs mentioned, your upgraded seat assignments were inadvertently cancelled and they replaced it with non-upgraded seats (25EG)When a cancellation happens, seats are put back into inventory, making it available for other guests to pre-reserve.You already spoke with our Reservations Department and our Corporate Receptionist, who couldn't assign seats 12HJ since it was already takenThe department who assisted with assigning row and I also rechecked the seat availability myself, and regrettably 12HJ was not availableWe can definitely understand your seat preference, and I wish we could switch it back, but we're unable to do soWe would like to emphasize that our management teams are working with our *** package vendor to ensure this doesn't happen again. Mahalo,Deborah F**Hawaiian AirlinesConsumer Affairs Message From Consumer Affairs11/21/- Case: CN-*** *** - ***Aloha Mr***,We're sorry to hear about the seat cancellation made with our *** package vendorWe made sure to notify them of this discrepancy and we worked on getting you assigned back into the Extra Comfort Seat sectionWe are extremely pleased to see that we were able to secure seats 11EG for you and ***.If you should have any questions about your upcoming reservations, please feel free to contact *** *** at ***.Thank you for choosing Hawaiian Airlines and we look forward to serving you soon.Sincerely,Deborah F**Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha MsB***, We received your complaint to the Revdex.com, and we thank you for your patience while awaiting our response. On behalf of Hawaiian Airlines, we're very sorry to learn of the issues you faced with Neat Travel, the Hawaiian Airlines partner handling your travel
packageWe understand how frustrating this situation has been for you, and we can certainly sympathize with your circumstancesWe have shared your feedback with our management team, and we will use your experience to improve the service through our partners. We see that you were able to change your hotel dates through Neat TravelHowever, you contacted our Reservations Department on January to change your flightsBased on the rules of your tickets, you were correctly charged a change fee of $200, fare difference of $224.64, and ticket handling fee of $25, per person. However, as a one-time courtesy, Hawaiian Airlines can offer to refund of your change fees ($per person)All refunds are processed to the original form of payment for security reasonsDepending on your billing cycle, this transaction should appear on your next statement or the one thereafter. Unfortunately, we're unable to grant your refund request or refund the fare difference/handling fees paid. Should you have any further questions or concerns regarding your travel package, you may contact Neat Travel directly at 1-800-725-2185. Thank you for allowing us the opportunity to assist you with this matter. Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office *** About your Fare Difference If you change to a flight with a seat available at the same price you paid for your original seat, you pay no difference in fare, only the change feeIf, however, you change to a flight that only has more expensive seats available, you must pay the change fee plus the difference in fares
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is partly satisfactory to me
I still think they should give us the double miles since it was clearly a mistake on their part, and it is frustrating to us that they would act like applying airline miles is somehow a big deal to them We do appreciate the free baggage very much though, and most of all I hope that they review their website so others do not go through this process feeling cheating like we do We love Hawaiian Airlines, especially their flight attendants! We do not love the corporate side of Hawaiian Airlines though.
Sincerely,
*** ***
We received your complaint filed with the Revdex.com and we're sorry to hear about your disappointment. In order for us to further review this matter, please provide us with your six-letter confirmation code, flight number, flight date and/or your electronic ticket
number. Mahalo,Deborah F**Hawaiian AirlinesConsumer Affairs
Message From Consumer Affairs11/23/- Case: CN-***Revdex.com Complaint #*** *** - ***.***Aloha Mr***,We received your complaint from the Revdex.com today. We're sorry to hear that you are disappointed with our Hawaiian Airlines World Elite
*** and the annual fee. We have asked *** to contact you regarding your concerns and we have shared your feedback with our department in charge of the credit card. Please contact *** directly at the number on the back of your credit card for any further assistance. Mr***, thank you for choosing Hawaiian Airlines.Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
7/11/- Case: *** *** *** - *** Aloha Ms. ***, We have received a copy of your complaint to the Revdex.com, and, at their request, a copy of this response will be filed with them. We're sorry to hear about the difficulty you had
with your insurance claimWe have followed up with ***, our travel insurance partnerThey have informed us that they made a payment for your claim in the amount of $2264.62, paid as of April 27, 2016. Thank you for taking the time to contact usSincerely, Matthew L*** Resolution Coordinator Hawaiian 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 me
Sincerely,
*** ***
Aloha Mr. ***,Your email to the Revdex.com (Revdex.com) was received by our office today.I'm sorry to hear that our HawaianMiles Service Center did not call you back as promisedI have shared this issue with our HawaiianMiles Management Team for their review. Elite-qualifying
flight segments and flight mileage are earned based on flights scheduled and operated by Hawaiian AirlinesSince your flight from Las Vegas to Los Angeles was not operated by Hawaiian Airlines, that flight will not count towards your elite status. Segments and miles earned on charter flights, partner airlines, HawaiianMiles partners, bonus miles, or miles earned through the Hawaiian Airlines World Elite MasterCard do not count towards Pualani Elite statusYou may view this information on our website via this link. Thank you for your loyalty as a Pualani Gold Member.Sincerely,Robyn M***SrResolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Subject: ID *** To whom it may concern: Thank you for your assistance with this matter. Hawaiian Airlines has made contact with my husband, and we are satisfied with the results. We truly appreciate your time, advice, and support. We would not have resolved this
matter without youThank you*** and *** ***
Aloha Mr***, Thank you again for your patience with our response to youWe realize that it may be frustrating when you aren’t able to speak with us personallyHowever, we are unable to contact you by phoneFor auditing purposes, all correspondence with our office must be done via email or
letterWe apologize for the difficulty you're having with your reservation. After consulting with our Credit Card Team and Reservations Department, prior to signing up for our World Elite MasterCard, our agents stated that our 50,bonus miles are earned after purchases of $1,with the card in the first daysOnce you spend this amount within days from when your account is opened, you'll be able to redeem the 50,bonus miles and be able to redeem the one time 50% off companion benefit. Our agents advised you over the phone that you must redeem your 50% off companion travel benefit online through our HawaiianMiles portal for any round trip flight between North America and Hawaii operated by Hawaiian AirlinesOur Terms and Condition are sent with the card, and you can refer to a copy here We realize that you would like to use these 50,HawaiianMiles to upgrade your tickets to First Class and that can definitely be possibleWe have two tiers in how we offer these award upgrades based on the availability of the flight you are inquiring on, starting at 25,HawaiianMiles to 50,HawaiianMilesFor further information about redeeming HawaiianMiles on flights operated by Hawaiian Airlines, please see hereIf you would like to use these miles for tickets on other airlines, please refer to the webpage here. Mr***, we do hope you'll be able to take advantage of the benefits of this credit card including a one time 50% off companion travel discount on a round trip between Hawaii and North America and having your first checked baggage waived on domestic flightsWe thank you again for choosing Hawaiian AirlinesSincerely, Matthew V***
Message From Consumer Affairs11/19/- Case: CN-***Mr*** *** * ***RE: *** ***Aloha Mr***,We're sorry to hear you were unable to travel as scheduledOur best wishes go out to you. While we are glad to see that our Reservations
Department was able to waive your rebooking/change fees, we apologize for any miscommunication that may have occurred about your waiver. Hawaiian Airlines will assist in providing customers with rebooking/change fee waivers in cases of hospitalization, bereavement, or changes in military orders, providing that the proper documentation has been receivedAs a courtesy, our Reservations Department waived your rebooking/change fees and the travel agency rebooking fee. We see that you contacted our Reservations Department about your baggage fees and, as a courtesy, they authorized to refund your baggage fees of $to the original form of payment. We understand that you are requesting your baggage fees to be refunded to a different form of paymentTypically, we are only able to process refunds to the original form of paymentHowever, as a gesture of goodwill, we will issue you a check for $(baggage fee and fee for prepaid debit card)To ensure you receive your check, please provide us with your preferred mailing address. We look forward to hearing from you soon. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
This is a follow up to a closed Complaint ID #*** that is not resolved (I have not received a credit/refund from hawaiian ***s)Booked vacation package though Hawaiian Air 3/3-3/8: main cabin class tickets to/from *** and a *** *** *** *** stayTotal package cost was $2,Package Confirmation code: ***Our flight HA *** *** was turned around mid air due to mechanical issuesPlane was off-boarded and told to waitWe waited for a few hours while the crew continued to say, "more minutes"The flight was eventually delayed until next dayMy husband and I needed to take a flight that day so we booked with *** ***s instead for a same day flightSeveral other passengers were rebooked to the *** same flight at no charge from Hawaiian AirThe total cost for us was $319.20/ticket = $totalI filed a request for refund on 3/to reimburse for our *** ***s tickets we needed to purchaseReceived an email from Hawaiian ***s Consumer Affairs office on 4/stating that they would not reimburse the *** ***s tickets but would reimburse the unused portion of the Hawaiian Air flight and requested that I contact the travel agency that booked us (the travel agency that booked us was Hawaiian Air vacation packages)The email stated, "We see that your ticket has been issued by a travel agencyPlease contact them directly and have them follow *** procedures as we've documented your record authorizing these refunds and provide them with the waiver code, "***." Several phone calls/hours on the phone - Hawaiian Air vacation packages could not locate our past reservationThe repfinally found reservation and an hour and minutes later, she confirmed she was able to refund the unused portion of the Hawaiian air $We have not received a credit for $and it has been three weeks
Complaint: ***
I am rejecting this response because: the issue is not the recovery of the bagsIt is the delay purely and solely caused by Hawaiian Airline and not taking responsibility of your actionAny reputable company will take ownership of the issue and not try to blame another airline*** had absolutely nothing to do with the delayIf Hawaiian beleive hr delay is not a big deal and you are not welling to resolve it, I'll take it to the next step since my mother in law suffered significantly from the stress you createdFor your knowledge, We were given the last seat on the flight Heading to Honolulu and almost missed our flight to HoustonPlease get your facts right and check what we really went throughDue to the delays by Hawaiian airline, the *** flight gave away our seats since we were significantly delayedI can keep giving the facts, but it sounds like the airline is not really caring about customer satisfactionI'll not accept voucher on your airline since I'll never fly Hawaiian againYou have the right to reject and I have the right to take the next step. thanks,
Sincerely,
*** ***
Message From Consumer Affairs 1/4/- Case: *** Katherine S*** - kati@***.com Aloha MsS***, We have received a copy of your complaint to the Revdex.com, and we're sorry to hear you are disappointed with our Fare RulesUnfortunately, the tickets
you purchased are indeed non-refundable and non-transferableThese restrictions are stated in the Fare Rules which all purchasers agree to during bookingExceptions are made as a courtesy only in cases involving the death of an immediate family memberRegrettably, we are unable to grant your request for a refund or transfer. Unused Hawaiian Airlines tickets may be rebooked by calling our Reservations Department at 800-367-You must call within a year of the original date of purchase. Thank you for choosing Hawaiian AirlinesAt their request, a copy of this response will be filed with the Revdex.comSincerely, Matthew L*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
5/22/- Case: ***Revdex.com Complaint #1216577 *** * *** - ***.*.***@gmail.comAloha Ms. ***,We received your complaint to the Revdex.com (Revdex.com) on May We're sorry for any confusion that occurred with your bag fees and ticket purchase. Customers
who purchase tickets on HawaiianAirlines.com with their premium Hawaiian Airlines World Elite Mastercard and are the primary cardholder are entitled to a complimentary first checked bag on Hawaiian Airlines flightsTravel package purchases or travel agency bookings do not qualify for the complimentary first bag, and the complimentary first bag does not apply to flights operated by other airlines. We see that you did not purchase your ticket with the Hawaiian Airlines World Elite Mastercard. Therefore, you were charged correctly, and no refund is dueOnce payment is made, we are unable to change forms of payments. As a courtesy, we are issuing you a $75 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 folder.Thank you for choosing Hawaiian Airlines.Mahalo,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: ***
First of all, thank you for the quick response
I am rejecting this response because:HA response: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 *** ***.My response:Your agent issued the new tickets to SJCHowever, she didn't assign seats, which caused us unable to use the automated kiosk to get the boarding passesWe tried using the automated kiosk but it directed us to the counter, which at the time, it had a very long line with people from ***Had we waited in line to get the new boarding passes, we would have missed the window to board the *** flightThat's the reason why we elected the purchase the new ** ticketsHad we not bought the *** tickets, there was no other alternate flights that will allow us to be in the SF bay area on time for my business tripIn other words, your agent put us in a sit**tion where we would miss the alternative flight that you offered.HA response: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 My response:I am not asking for you to reimburse the ** flights from SFO to PHLI am asking for you to reimburse the ** tickets from OGG to SFO (***), that we purchased on the spot due to the *** cancellationSo, I don't understand your recommendation for future travelsHad you not canceled the *** flight, we wouldn't have needed to buy the *** ticketsThe reason I showed you that I had a separate ticket from SFO to PHL to prove that I only had a window of hours and minutes between my vacation and my business tripIn other words, I HAD to be back in the SF bay area around the same time as what *** originally had, which was the reason why we had to make a quick decision (and couldn't wait in line for the counter).Thank you for your time and kind attention
Sincerely,
*** ***
Message From Consumer Affairs7/29/- Case: CN-***Complaint #*** *** - ***Aloha Mr. ***,We received your complaint to the Revdex.com (Revdex.com) on July regarding booking reservations and military airfare We're sorry to
hear about the issues you experienced with purchasing ticketsIn your complaint, you mentioned that you sent us an inquiryWe haven't received any emails from you in our departmentThe email you sent may have gone directly to our Reservations Department or Web Support who sent you a response Based on the nature of your inquiry, we have referred your case to our Reservations Department for their handlingOur records indicate an agent had called you to advise you that Hawaiian Airlines does offer military faresHowever, our cheapest fares are available on the websiteWe do not offer military discountsIf you have any other questions, you may call our Reservations Department toll-free at *** for assistance. Thank you for choosing Hawaiian Airlines.Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs10/4/- Case: CN-***Mr*** *** - ***Re: ***/***/***Aloha Mr***,Thank you for providing the requested information. On behalf of Hawaiian Airlines, we would like to offer our sincerest apologies for any frustration or
disappointment we have caused regarding Ms***'s ticket. Our Reservation Agents are expected to treat all guests with aloha and courtesy as they are working hard to service all of our guests. We're very sorry if you feel that this was not the case. Your comments have been shared with our management team, and we will continue to look for ways to improve our service.We have reviewed your case and see that you are requesting a name change or a full refund of Ms*** ***'s ticket. Hawaiian Airlines will assist in providing customers with refunds or change fee waivers in cases of hospitalization, bereavement, or changes in military orders, providing that the proper documentation has been received. Thank you for providing us with a Medical Waiver form. Although your form was not signed by Ms***, we see that our Reservations Department accepted the form and offered a refund less a $service fee per ticket. Please understand that a service fee applies to all non-refundable tickets that are granted a refund.We realize when travel plans change, service fees are an unwelcomed sightHowever, we normally don’t offer ticket refunds in situations such as ***’s and name changes are not allowed, so we do feel that the courtesy offered by our Reservations Department Supervisors is a fair compromise. To proceed with our courtesy refund offer as is, please contact the agency that booked her tickets for assistance with her refund. If Ms*** *** will continue to travel, our Reservations Department will assist your travel agency with this change. Please have your travel agency follow the proper ARC refund procedure for the refund to be processed and refer to CN-*** as their approval code.If you're unable to accept our refund offer, their tickets will remain valid for rebooking for one year from the date of purchase (May 18, 2018), and they may select travel dates up to days in advance. When they are ready to rebook, they may call our Reservations Department toll-free (within the U.Sand Canada) at *** and refer to electronic ticket numbers *** (***) and *** (***)They will be responsible for the applicable change fee and any difference in fare. Thank you for choosing Hawaiian Airlines.Sincerely,Kimberly J***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
I wrote an initial review on 04/17/and 05/01/(with consumer a**airs) A representative *rom Hawaiian Airlines (Malia P.) a resolution coordinator did reach out to me, the o**ered solution still gives me a bad taste in my mouthTo make a very long story short, I purchased air*ares in January *or my wedding in the summer and in April I noticed the same air*ares were drastically reduced and wanted an adjustment on the price di**erenceThe supervisors who I spoke with to help me with the situation were rude, insulting and made me *eel like I was asking *or *ree money when in *act I was asking *or my own money to be re*undedUltimately, I did not get a re*und but was o**ered a travel credit with many restriction that made it impossible to reuseMalia Pdid o**er to li*t some o* the restrictions on the travel credit and initially did make an e**ort to communicate with meI now am receiving very con*using random emails that appear to be retracting the "solution" that was o**ered by Malia Pand I have reached out to Malia P*or weeks now and she has not responded at allIt *eels like Hawaiian Airlines does not want to work with me and all I am asking *or is clari*ication to these random emails I received in the last weeks that have me ba**led and con*used since I thought we were close to resolving the matterI need to know what is going on and need someone to contact meIt is very ridiculous that I am having so much trouble trying to get assisted with a matter concerning my own hard earned money!I was o**ered a resolution however, I have received new very con*using emails (a*ter the attempted resolution) which appear to retract the o**ered resolution and I need an explanationI am not getting any responses *rom the resolution coordinator and I really need someone reliable to contact me to help explain why I received these new con*using emailsI also want (in writing) the *inal resolution o**ered by the resolution coordinator so that I do not have any problems in the *utureI already *orwarded the emails to (Malia P***) with no response
Message From Consumer Affairs *** * *** ***
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*** *** Aloha Mr. ***, We have received a copy your complaint from the Revdex.com, and we're sorry to hear about the misinformation you received regarding the
Hawaiian Airlines World Elite *** 50%-off companion airfare benefit.To clarify, the offer is for a one-time 50%-off companion discount toward one published full coach roundtrip fare between Hawaii and North AmericaFirst Class fares are not eligible. This restriction is stated on our application page and our print and web advertisements, so we are sorry to hear that the agents you spoke with did not fully inform youWe will be following up with our Reservations management team to help avoid any miscommunication in the future. We see that you purchased two roundtrip tickets between Oakland and Honolulu, with the Oakland-to-Honolulu flight in First ClassAlthough we are not able to apply the discount to tickets which include flights in First Class, we can can cancel your existing reservation and offer you a full refund, including your Extra Comfort upgradesYou will then be able to book a new reservation taking full advantage of your 50%-off companion discountTo book your new reservation, please follow the instructions on our hpage. Detailed instructions for redeeming discounts may also be found herePlease note that the discount applies to your companion's airfare only, excluding taxes, fees, and upgrades.If you would like to have your current reservation cancelled and refunded, please contact our Reservations Department at *** and refer to your confirmation code ***Thank you for taking the time to bring this matter to our attentionWe appreciate the opportunity to respond to your concernsAt their request, a copy of this response will be filed with the Revdex.comSincerely, Matthew L*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Here's our two email correspondencesSeats 12HJ are not available so regrettably we're unable to reserve it:
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*** *** ***I know this probably won't resolve your frustration but we have no doubt that our *** package vendor wasn't aware about your upgraded seatsAs mentioned, your upgraded seat assignments were inadvertently cancelled and they replaced it with non-upgraded seats (25EG)When a cancellation happens, seats are put back into inventory, making it available for other guests to pre-reserve.You already spoke with our Reservations Department and our Corporate Receptionist, who couldn't assign seats 12HJ since it was already takenThe department who assisted with assigning row and I also rechecked the seat availability myself, and regrettably 12HJ was not availableWe can definitely understand your seat preference, and I wish we could switch it back, but we're unable to do soWe would like to emphasize that our management teams are working with our *** package vendor to ensure this doesn't happen again. Mahalo,Deborah F**Hawaiian AirlinesConsumer Affairs Message From Consumer Affairs11/21/- Case: CN-*** *** - ***Aloha Mr***,We're sorry to hear about the seat cancellation made with our *** package vendorWe made sure to notify them of this discrepancy and we worked on getting you assigned back into the Extra Comfort Seat sectionWe are extremely pleased to see that we were able to secure seats 11EG for you and ***.If you should have any questions about your upcoming reservations, please feel free to contact *** *** at ***.Thank you for choosing Hawaiian Airlines and we look forward to serving you soon.Sincerely,Deborah F**Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha MsB***, We received your complaint to the Revdex.com, and we thank you for your patience while awaiting our response. On behalf of Hawaiian Airlines, we're very sorry to learn of the issues you faced with Neat Travel, the Hawaiian Airlines partner handling your travel
packageWe understand how frustrating this situation has been for you, and we can certainly sympathize with your circumstancesWe have shared your feedback with our management team, and we will use your experience to improve the service through our partners. We see that you were able to change your hotel dates through Neat TravelHowever, you contacted our Reservations Department on January to change your flightsBased on the rules of your tickets, you were correctly charged a change fee of $200, fare difference of $224.64, and ticket handling fee of $25, per person. However, as a one-time courtesy, Hawaiian Airlines can offer to refund of your change fees ($per person)All refunds are processed to the original form of payment for security reasonsDepending on your billing cycle, this transaction should appear on your next statement or the one thereafter. Unfortunately, we're unable to grant your refund request or refund the fare difference/handling fees paid. Should you have any further questions or concerns regarding your travel package, you may contact Neat Travel directly at 1-800-725-2185. Thank you for allowing us the opportunity to assist you with this matter. Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office *** About your Fare Difference If you change to a flight with a seat available at the same price you paid for your original seat, you pay no difference in fare, only the change feeIf, however, you change to a flight that only has more expensive seats available, you must pay the change fee plus the difference in fares
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is partly satisfactory to me
I still think they should give us the double miles since it was clearly a mistake on their part, and it is frustrating to us that they would act like applying airline miles is somehow a big deal to them We do appreciate the free baggage very much though, and most of all I hope that they review their website so others do not go through this process feeling cheating like we do We love Hawaiian Airlines, especially their flight attendants! We do not love the corporate side of Hawaiian Airlines though.
Sincerely,
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We received your complaint filed with the Revdex.com and we're sorry to hear about your disappointment. In order for us to further review this matter, please provide us with your six-letter confirmation code, flight number, flight date and/or your electronic ticket
number. Mahalo,Deborah F**Hawaiian AirlinesConsumer Affairs
Message From Consumer Affairs11/23/- Case: CN-***Revdex.com Complaint #*** *** - ***.***Aloha Mr***,We received your complaint from the Revdex.com today. We're sorry to hear that you are disappointed with our Hawaiian Airlines World Elite
*** and the annual fee. We have asked *** to contact you regarding your concerns and we have shared your feedback with our department in charge of the credit card. Please contact *** directly at the number on the back of your credit card for any further assistance. Mr***, thank you for choosing Hawaiian Airlines.Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
7/11/- Case: *** *** *** - *** Aloha Ms. ***, We have received a copy of your complaint to the Revdex.com, and, at their request, a copy of this response will be filed with them. We're sorry to hear about the difficulty you had
with your insurance claimWe have followed up with ***, our travel insurance partnerThey have informed us that they made a payment for your claim in the amount of $2264.62, paid as of April 27, 2016. Thank you for taking the time to contact usSincerely, Matthew L*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office