Complaint: ***
I am rejecting this response because it doesn't serve to resolve a systemic issueThe policy under discussion should be described in the "Ticket Fare Rules" for any interested party because these are the types of policies the Fare Rules are supposed to explicateI, or any other passenger, should not be expected to peer through the entire Hawaiian Airlines website to find a single sentence buried in the HA Miles Program description. Because this policy is externally inconsistent with the conventions of other legacy carriers, the peculiarity should be made even more transparent. The policy is not even internally consistent when you consider how the Hawaiian-*** *** codeshare partnership functionsIf Hawaiian truly views this *** *** segment as an autonomous flight, merely marketed by the website, I do not understand why my Pualani Gold Elite Membership was honored at the *** *** kiosk in Las Vegas, where I was able to check in two bags without feesAgain, in some instances, Hawaiian is acknowledging that this codeshare segment is part of their operations and in other key related areas, they distinguish the airlines
Sincerely,
*** ***
Message From Consumer Affairs10/12/- Case: CN-***Ms*** *** - ***Aloha Ms***,We appreciate your response, and apologize if you're displeased with our responses to you Please understand that when we are responding to a customer's concerns, we
investigate and respond with the facts of the case that are available to us.The Sydney Airport documented that you were denied chefor behavior reasons upon check-inPlease understand that we will not allow someone to board our aircraft if they could be disruptive to themselves and/or to other customers, and also may cause a safety and security incident on board the aircraft.We understand that Sydney Airport agents were not aware of the reservation issues you were having, until they pulled up your reservation At that point they were trying to assist you as best as possible However, it is documented that you left the counters before you could be advised of your options for your return portion of your travels.We regret that you were seated next to a customer that disturbed you, but we do not have any in-flight reports that this was brought to their attention to address this person The flight attendants could have assisted with the situation and if possible moved you to another seat.We have reached out to the trip insurance company, ***, for information on your claim They indicated that no claim was filed, but they did indicate a documented phone call with you regarding a medical issue that they would not have honored if a claim was submitted.Based on the information above, as a goodwill gesture, we have authorized the refund of your unused portion of your non-refundable ticket and the refund of the unused Extra Comfort Seat for $ The refunds will be refunded back to your credit card on fileThe refund should be on your next credit card statement or the one thereafter.Again, we regret we cannot honor your monetary claim that you are seeking, and consider our response fair and appropriate Based on the facts of this matter, this case is considered closed.Sincerely,Stacy T***Assistant ManagerHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs8/21/- Case: CN-*** *** - ***Aloha Mr***,We're sorry to hear about your unpleasant experience when booking your reservationsAs a customer, you're our valued guest, so there's never a good excuse when you receive poor
service. We have reviewed our records and see that you had booked travel for a total of four customers: *** and *** *** (***) - Regular fare tickets*** and *** *** (***)- *** * *** BookingAs stated in the Hawaiian Airlines *** Terms and Conditions, the percent-off companion discount can only be applied to the primary cardholder's reservation when traveling on a regular coach fare. After reviewing your reservations, we see that you had contacted our Web Support Team on June 17, for assistance after booking your reservation (***) incorrectly onlineUpon calling, we also see that you were advised that you were eligible for a full refund of your tickets, but declined this offer after being advised that the redeposit of your HawaiianMiles may take up to seven days for processing. While we do apologize for any miscommunication, we're unable to *** your request to redeem your percent-off companion discount. Thank you for allowing us the opportunity to respond to your request.Sincerely,Keenan A***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 me
Sincerely,
*** ***
Message From Consumer Affairs10/26/- Case: CN-*** *** - ***Aloha Mr. ***,We’re very sorry to learn that your Hawaiian Airlines flight on October was delayed and to hear about your experience. As a customer, you are our valued guest,
so we want to do all that we can to give you the best possible servicePlease know that we understand how frustrating this situation must have been, especially with not having any meals on your flight and how your delay was handledPlease be assured that we will share your feedback with our Airport Manager at the *** *** *** *** and Maintenance Department for their review to help ensure we handle each situation with aloha. We have reviewed your case and see that no compensation was issued for your flightWhile this is consistent with our guidelines for the timing and duration, as a goodwill gesture due to the additional issues you faced, we are issuing each of you a $eTravel Credit, good for future travel on Hawaiian AirlinesYou will be receiving a separate email with the credit information, redemption instructions and Terms and Conditions within - business days.Thank you for choosing Hawaiian Airlines and we hope that we will have another opportunity to serve you on one of our flights.Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
I paid Hawaiian airlines to have my bags transported safely to the final destination I did not agree to any other terms Hawaiian is responsible
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Aloha Mr***,We're sorry to learn about your experience when you signed into your HawaiianMiles account #***As a customer, you are our valued guest, so we want to do all that we can to give you the best possible serviceWe realize how frustrating it must have been to not see your
available HawaiianMilesExperiences such as yours are taken very seriously, and we will share your concerns with our HawaiianMiles Service Center management team.We reviewed your account and saw that you currently have a balance of 44,HawaiianMilesPlease note that HawaiianMiles will expire if there is no activity in an account for monthsWe show your most current activity was 8,miles that were credited on July 4, For more information, you may view our expiration policy by clicking herePlease accept our sincere apologies if your miles didn't show as available when you accessed your account.As a goodwill gesture, we are issuing you HawaiianMiles to your accountPlease allow up to business days for the miles to be posted.Our HawaiianMiles Service Center is available to assist with any questions you may have about your accountThey may be reached online, by phone at *** *** from 7:am to 4:pm HST Monday through Friday, or by fax at ***.Mr***, thank you for being a HawaiianMiles memberWe look forward to serving you in your future travels.Sincerely,Ron A***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
We responded to the guestPlease note, this is a Hawaiian Airlines Vacation Package, which is why it was forwarded to the respective person for their review and responseThank you. Message From Consumer Affairs 8/24/- Case: CN-*** *** -
*** ***/*** Aloha Mr***, We received your concernabout your travel package from the Revdex.comWe’re very sorry to learn you were disappointed with the service you receivedWe have forwarded your comments to *** ***, the Hawaiian Airlines partner handling your travel package, and we have asked them to contact you regarding this matterIn case you need to follow up with them, please call them at 1-***Thank you for choosing Hawaiian AirlinesSincerely, Brianne R*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha,We have responded to our guestThe copy of our response is below: Message From Consumer Affairs 6/21/- Case: *** *** *** - ***@***.com Aloha *** ***, We have received your complaint from the Revdex.comOn behalf of Hawaiian
Airlines, we'revery sorry to learn that you're disappointed with our HawaiianMilesaward flightsAs acustomer, you are our valued guestI would certainly be upset if I diligently earned HawaiianMiles and the award flights were very limitedI understand that you were let down and empathize with your circumstancesFlight reservations using HawaiianMiles are subject to the availability of award seats for each award levelRegrettably, we cannot ensure or guarantee availability of award seats on any flight, route or dateHowever, we definitelyunderstand your frustration and have forwarded your e-mail to our management for theirreview.We take experiences such as yours very seriously, and we will use your feedback to help us improve our serviceFor more information about the HawaiianMiles Terms and Conditions, please click hereI have forwarded you case to our Reservations Department to assist you with options for your future tripMr***, thank you for taking the time to share your experience with usPlease accept our sincerest apology for the difficulties we have caused youSincerely, Brianne R*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 12/12/2016 - Case: CN-01233800 Prescilla M[redacted] - [redacted]@yahoo.com Aloha Ms. M[redacted], We have received a copy of your complaint to the Revdex.com and we're sorry to hear about your expired HawaiianMiles. Although we must apply our expiration...
policy consistently, as a one-time courtesy, we have authorized a reinstatement of your miles if you purchase 1000 miles at a cost of $29.56. If you would like to accept this offer, please contact our HawaiianMiles Service Center at 877-426-4537, Monday through Friday from 7:00 a.m. to 4:30 p.m. HST. Please refer to incident [redacted] Thank you for choosing Hawaiian Airlines. At their request, a copy of this response will be shared with the Revdex.com. Sincerely, Matthew L[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: This is basically false advertising. When a Hawaiian Airlines employee speaks, they speak for the company. So, when 2 different Hawaiian Airlines employees instruct a passenger to make purchases and that he/she will be reimbursed for them, then they must stand by their word. The only policy I was informed of by the company (that I would be reimbursed for my purchases), now contradicts the policy they are currently stating (that I will not be). I cannot be held at fault for this misinformation by their company representatives. I am shocked by how this has been handled.
Sincerely,
[redacted]
Aloha Mr. [redacted], We received your complaint to the Revdex.com.Based on the nature of your request, we asked our HawaiianMiles Service Center to contact you to resolve this matter. Our records show they emailed you on August 8 and they're awaiting your response. To...
follow-up with your request you may call them at [redacted], 7:00 am - 4:30 pm (HST), Monday through Friday or reply to their email offer. We appreciate you taking the time to share your experience with us. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
Actually, I will accept your response; however, there are other issues. The credit card that I charged the airfare to has been cancelled. I have a new World [redacted] number and request someone contact me by mail to my P.O. Box address to get the new number. Also, the email address ([redacted]) you sent the messages to is NOT my email address and never was. I checked the Hawaiian [redacted] website and my personal information, along with the correct email address, remains the same. How can you have another email address on file for me?
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: They are comparing 2 different flights. Hawaiian Airlines was my "agent" for both flights. The one on their plane and the one they partnered with Virgin Atlantic. I tried to upgrade my seats on both the Hawaiian AND Virgin Flights. Yes, they did put me in a Bulkhead seat; HOWEVER, they originally downgraded my seat without my knowledge. I had paid for the larger seat back in October and had I not approached the agent at boarding, I would have been placed in a standard seat. This seat was behind a bulkhead and in my opinion was not an Extra Space which I had paid for and yes was refunded. This complaint is about the second flight. I had called both Hawaiian and Virgin for an upgraded seat on that flight as well. After numerous run arounds and failure to take my TTY call because the interrupter can only give employee IDs and not names, Hawaiian refused to take that call until I escalated it. Hawaiian passed the buck to Virgin, who told me that since I was a Hawaiian customer, they had to handle the upgrades and Virgin gave me a voucher code and assured me that Hawaiian knows how to use it. Nope! Hawaiian told me I had to wait to the day of my flight in order to upgrade. I did this; however, they day off my flight, Hawaiian refused to respond to my emails. With the Hawaiian flight from Honolulu to to LAX was delay 3 hours, the Virgin flight was already boarding and they had no record of me! Not just the upgrade, zero record at all! Hawaiian is the sole agency responsible (as Virgin informed) to ensure my seat (any seat) on Virgin. Thus I had to pay $180 out of my pocket for a seat that Hawaiian had a duty to secure for me in the first place!
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]-[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is accepted but not absolutely satisfactory.The problem with their response is the lack of openness to discuss the matter and the wording lacks empathy to show they value their customers regardless how often they may fly the airline. Although they have offered 500 Hawaiian miles credit at this point it feels the time to reach this point has cost me much more. The Hawaiian Airlines email does not allow to make a reply nor does it contain a telephone number.I am hoping the issue does not continue with their lounge scanners. But should it continue I will be more diligent in documenting my frustration. Also thanks to Action Line, the Revdex.com, Elliott.org and the Bar Association I completely have avenues for future assistance for consumer help.Action Line and the Revdex.com have been very swift in assisting me and that really impresses me. Hawaiian Airlines was never this swift in past communications until the Revdex.com stepped in to help.
Sincerely,
[redacted]
From: [redacted] [mailto:[redacted]@hotmail.com] Sent: Friday, May 26, 2017 11:51 AM To: complaints <[email protected]> Subject: Update on Case ID#[redacted] Hello Ms. [redacted] I am responding to your message from 5/26/17 regarding Case ID# [redacted]; I wanted to let you know that my mother did finally receive a letter from Hawaiian Airlines last Saturday, May 20, which was dated May 12 (the day after I initially filed my complaint with the Revdex.com). They have offered to refund her ticket and re-instate the companion ticket award that she was using. My mother responded to the letter by fax saying she would accept those terms and she is currently waiting for confirmation and follow-through by Hawaiian Airlines. Please let me know if you need any further information and I really appreciate the help that the Revdex.com is providing in this circumstance. Thank you, [redacted]
Complaint: [redacted]
I am rejecting this response because:I did not purchase this through a travel agency nor did I pay via check as stated by the business. I booked the package directly online at www.hawaiian[redacted]s.com and paid with my credit card. Hawaiian Air Confirmation= [redacted].
Sincerely,
[redacted]
Aloha Mr. [redacted], We received your letter today from the Revdex.com. We're very sorry that you didn't receive our email sent on December 6 to [redacted]@GMAIL.COM. We have only received your letter on December 5. Please see below and attached email for the travel credit...
information that was sent in a copy of this email directly from our system. Mr. [redacted], we thank you for choosing to fly with us and we hope to see you on a future flight with us soon. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office From:[email protected] Sent:12/6/2016 1:12 PM To:[redacted]@GMAIL.COM Subject:Hawaiian Airlines, Consumer Affairs Office - [redacted] Message From Consumer Affairs 12/6/2016 - Case: [redacted]@GMAIL.COM RE: [redacted] Aloha Mr.[redacted], Wereceivedyour letter to M[redacted] dated on November 21 and are responding on his behalf.This was the first correspondence that we received from you. On behalf of Hawaiian Airlines, we're very sorry to hear about the issues you experienced on your recent trip with us and that you were disappointed with our First Class.As a customer, you are our valued guest. I understandthat you were disappointed with our meals, the long walks to the gate and baggage claimsat the airports and with the long wait for your bags.We take experiences such as yours seriously. Please know that we value your commentsand we will use your feedback to help us improve our service. We have shared your comments with our respective management for their review. As a goodwill gesture, we are issuing each of you a $200 eTravel Credit, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folder. Mr.[redacted], we thank you for choosing to fly with us and we hope to see you on a future flight with us soon. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because it doesn't serve to resolve a systemic issueThe policy under discussion should be described in the "Ticket Fare Rules" for any interested party because these are the types of policies the Fare Rules are supposed to explicateI, or any other passenger, should not be expected to peer through the entire Hawaiian Airlines website to find a single sentence buried in the HA Miles Program description. Because this policy is externally inconsistent with the conventions of other legacy carriers, the peculiarity should be made even more transparent. The policy is not even internally consistent when you consider how the Hawaiian-*** *** codeshare partnership functionsIf Hawaiian truly views this *** *** segment as an autonomous flight, merely marketed by the website, I do not understand why my Pualani Gold Elite Membership was honored at the *** *** kiosk in Las Vegas, where I was able to check in two bags without feesAgain, in some instances, Hawaiian is acknowledging that this codeshare segment is part of their operations and in other key related areas, they distinguish the airlines
Sincerely,
*** ***
Message From Consumer Affairs10/12/- Case: CN-***Ms*** *** - ***Aloha Ms***,We appreciate your response, and apologize if you're displeased with our responses to you Please understand that when we are responding to a customer's concerns, we
investigate and respond with the facts of the case that are available to us.The Sydney Airport documented that you were denied chefor behavior reasons upon check-inPlease understand that we will not allow someone to board our aircraft if they could be disruptive to themselves and/or to other customers, and also may cause a safety and security incident on board the aircraft.We understand that Sydney Airport agents were not aware of the reservation issues you were having, until they pulled up your reservation At that point they were trying to assist you as best as possible However, it is documented that you left the counters before you could be advised of your options for your return portion of your travels.We regret that you were seated next to a customer that disturbed you, but we do not have any in-flight reports that this was brought to their attention to address this person The flight attendants could have assisted with the situation and if possible moved you to another seat.We have reached out to the trip insurance company, ***, for information on your claim They indicated that no claim was filed, but they did indicate a documented phone call with you regarding a medical issue that they would not have honored if a claim was submitted.Based on the information above, as a goodwill gesture, we have authorized the refund of your unused portion of your non-refundable ticket and the refund of the unused Extra Comfort Seat for $ The refunds will be refunded back to your credit card on fileThe refund should be on your next credit card statement or the one thereafter.Again, we regret we cannot honor your monetary claim that you are seeking, and consider our response fair and appropriate Based on the facts of this matter, this case is considered closed.Sincerely,Stacy T***Assistant ManagerHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs8/21/- Case: CN-*** *** - ***Aloha Mr***,We're sorry to hear about your unpleasant experience when booking your reservationsAs a customer, you're our valued guest, so there's never a good excuse when you receive poor
service. We have reviewed our records and see that you had booked travel for a total of four customers: *** and *** *** (***) - Regular fare tickets*** and *** *** (***)- *** * *** BookingAs stated in the Hawaiian Airlines *** Terms and Conditions, the percent-off companion discount can only be applied to the primary cardholder's reservation when traveling on a regular coach fare. After reviewing your reservations, we see that you had contacted our Web Support Team on June 17, for assistance after booking your reservation (***) incorrectly onlineUpon calling, we also see that you were advised that you were eligible for a full refund of your tickets, but declined this offer after being advised that the redeposit of your HawaiianMiles may take up to seven days for processing. While we do apologize for any miscommunication, we're unable to *** your request to redeem your percent-off companion discount. Thank you for allowing us the opportunity to respond to your request.Sincerely,Keenan A***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 me
Sincerely,
*** ***
Message From Consumer Affairs10/26/- Case: CN-*** *** - ***Aloha Mr. ***,We’re very sorry to learn that your Hawaiian Airlines flight on October was delayed and to hear about your experience. As a customer, you are our valued guest,
so we want to do all that we can to give you the best possible servicePlease know that we understand how frustrating this situation must have been, especially with not having any meals on your flight and how your delay was handledPlease be assured that we will share your feedback with our Airport Manager at the *** *** *** *** and Maintenance Department for their review to help ensure we handle each situation with aloha. We have reviewed your case and see that no compensation was issued for your flightWhile this is consistent with our guidelines for the timing and duration, as a goodwill gesture due to the additional issues you faced, we are issuing each of you a $eTravel Credit, good for future travel on Hawaiian AirlinesYou will be receiving a separate email with the credit information, redemption instructions and Terms and Conditions within - business days.Thank you for choosing Hawaiian Airlines and we hope that we will have another opportunity to serve you on one of our flights.Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
I paid Hawaiian airlines to have my bags transported safely to the final destination I did not agree to any other terms Hawaiian is responsible
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Aloha Mr***,We're sorry to learn about your experience when you signed into your HawaiianMiles account #***As a customer, you are our valued guest, so we want to do all that we can to give you the best possible serviceWe realize how frustrating it must have been to not see your
available HawaiianMilesExperiences such as yours are taken very seriously, and we will share your concerns with our HawaiianMiles Service Center management team.We reviewed your account and saw that you currently have a balance of 44,HawaiianMilesPlease note that HawaiianMiles will expire if there is no activity in an account for monthsWe show your most current activity was 8,miles that were credited on July 4, For more information, you may view our expiration policy by clicking herePlease accept our sincere apologies if your miles didn't show as available when you accessed your account.As a goodwill gesture, we are issuing you HawaiianMiles to your accountPlease allow up to business days for the miles to be posted.Our HawaiianMiles Service Center is available to assist with any questions you may have about your accountThey may be reached online, by phone at *** *** from 7:am to 4:pm HST Monday through Friday, or by fax at ***.Mr***, thank you for being a HawaiianMiles memberWe look forward to serving you in your future travels.Sincerely,Ron A***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
We responded to the guestPlease note, this is a Hawaiian Airlines Vacation Package, which is why it was forwarded to the respective person for their review and responseThank you. Message From Consumer Affairs 8/24/- Case: CN-*** *** -
*** ***/*** Aloha Mr***, We received your concernabout your travel package from the Revdex.comWe’re very sorry to learn you were disappointed with the service you receivedWe have forwarded your comments to *** ***, the Hawaiian Airlines partner handling your travel package, and we have asked them to contact you regarding this matterIn case you need to follow up with them, please call them at 1-***Thank you for choosing Hawaiian AirlinesSincerely, Brianne R*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha,We have responded to our guestThe copy of our response is below: Message From Consumer Affairs 6/21/- Case: *** *** *** - ***@***.com Aloha *** ***, We have received your complaint from the Revdex.comOn behalf of Hawaiian
Airlines, we'revery sorry to learn that you're disappointed with our HawaiianMilesaward flightsAs acustomer, you are our valued guestI would certainly be upset if I diligently earned HawaiianMiles and the award flights were very limitedI understand that you were let down and empathize with your circumstancesFlight reservations using HawaiianMiles are subject to the availability of award seats for each award levelRegrettably, we cannot ensure or guarantee availability of award seats on any flight, route or dateHowever, we definitelyunderstand your frustration and have forwarded your e-mail to our management for theirreview.We take experiences such as yours very seriously, and we will use your feedback to help us improve our serviceFor more information about the HawaiianMiles Terms and Conditions, please click hereI have forwarded you case to our Reservations Department to assist you with options for your future tripMr***, thank you for taking the time to share your experience with usPlease accept our sincerest apology for the difficulties we have caused youSincerely, Brianne R*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because:I cannot fly in the near future or ever again because of my condition
Sincerely,
*** ***
Message From Consumer Affairs 12/12/2016 - Case: CN-01233800 Prescilla M[redacted] - [redacted]@yahoo.com Aloha Ms. M[redacted], We have received a copy of your complaint to the Revdex.com and we're sorry to hear about your expired HawaiianMiles. Although we must apply our expiration...
policy consistently, as a one-time courtesy, we have authorized a reinstatement of your miles if you purchase 1000 miles at a cost of $29.56. If you would like to accept this offer, please contact our HawaiianMiles Service Center at 877-426-4537, Monday through Friday from 7:00 a.m. to 4:30 p.m. HST. Please refer to incident [redacted] Thank you for choosing Hawaiian Airlines. At their request, a copy of this response will be shared with the Revdex.com. Sincerely, Matthew L[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: This is basically false advertising. When a Hawaiian Airlines employee speaks, they speak for the company. So, when 2 different Hawaiian Airlines employees instruct a passenger to make purchases and that he/she will be reimbursed for them, then they must stand by their word. The only policy I was informed of by the company (that I would be reimbursed for my purchases), now contradicts the policy they are currently stating (that I will not be). I cannot be held at fault for this misinformation by their company representatives. I am shocked by how this has been handled.
Sincerely,
[redacted]
Aloha Mr. [redacted], We received your complaint to the Revdex.com.Based on the nature of your request, we asked our HawaiianMiles Service Center to contact you to resolve this matter. Our records show they emailed you on August 8 and they're awaiting your response. To...
follow-up with your request you may call them at [redacted], 7:00 am - 4:30 pm (HST), Monday through Friday or reply to their email offer. We appreciate you taking the time to share your experience with us. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
Actually, I will accept your response; however, there are other issues. The credit card that I charged the airfare to has been cancelled. I have a new World [redacted] number and request someone contact me by mail to my P.O. Box address to get the new number. Also, the email address ([redacted]) you sent the messages to is NOT my email address and never was. I checked the Hawaiian [redacted] website and my personal information, along with the correct email address, remains the same. How can you have another email address on file for me?
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: They are comparing 2 different flights. Hawaiian Airlines was my "agent" for both flights. The one on their plane and the one they partnered with Virgin Atlantic. I tried to upgrade my seats on both the Hawaiian AND Virgin Flights. Yes, they did put me in a Bulkhead seat; HOWEVER, they originally downgraded my seat without my knowledge. I had paid for the larger seat back in October and had I not approached the agent at boarding, I would have been placed in a standard seat. This seat was behind a bulkhead and in my opinion was not an Extra Space which I had paid for and yes was refunded. This complaint is about the second flight. I had called both Hawaiian and Virgin for an upgraded seat on that flight as well. After numerous run arounds and failure to take my TTY call because the interrupter can only give employee IDs and not names, Hawaiian refused to take that call until I escalated it. Hawaiian passed the buck to Virgin, who told me that since I was a Hawaiian customer, they had to handle the upgrades and Virgin gave me a voucher code and assured me that Hawaiian knows how to use it. Nope! Hawaiian told me I had to wait to the day of my flight in order to upgrade. I did this; however, they day off my flight, Hawaiian refused to respond to my emails. With the Hawaiian flight from Honolulu to to LAX was delay 3 hours, the Virgin flight was already boarding and they had no record of me! Not just the upgrade, zero record at all! Hawaiian is the sole agency responsible (as Virgin informed) to ensure my seat (any seat) on Virgin. Thus I had to pay $180 out of my pocket for a seat that Hawaiian had a duty to secure for me in the first place!
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]-[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is accepted but not absolutely satisfactory.The problem with their response is the lack of openness to discuss the matter and the wording lacks empathy to show they value their customers regardless how often they may fly the airline. Although they have offered 500 Hawaiian miles credit at this point it feels the time to reach this point has cost me much more. The Hawaiian Airlines email does not allow to make a reply nor does it contain a telephone number.I am hoping the issue does not continue with their lounge scanners. But should it continue I will be more diligent in documenting my frustration. Also thanks to Action Line, the Revdex.com, Elliott.org and the Bar Association I completely have avenues for future assistance for consumer help.Action Line and the Revdex.com have been very swift in assisting me and that really impresses me. Hawaiian Airlines was never this swift in past communications until the Revdex.com stepped in to help.
Sincerely,
[redacted]
From: [redacted] [mailto:[redacted]@hotmail.com] Sent: Friday, May 26, 2017 11:51 AM To: complaints <[email protected]> Subject: Update on Case ID#[redacted] Hello Ms. [redacted] I am responding to your message from 5/26/17 regarding Case ID# [redacted]; I wanted to let you know that my mother did finally receive a letter from Hawaiian Airlines last Saturday, May 20, which was dated May 12 (the day after I initially filed my complaint with the Revdex.com). They have offered to refund her ticket and re-instate the companion ticket award that she was using. My mother responded to the letter by fax saying she would accept those terms and she is currently waiting for confirmation and follow-through by Hawaiian Airlines. Please let me know if you need any further information and I really appreciate the help that the Revdex.com is providing in this circumstance. Thank you, [redacted]
Complaint: [redacted]
I am rejecting this response because:I did not purchase this through a travel agency nor did I pay via check as stated by the business. I booked the package directly online at www.hawaiian[redacted]s.com and paid with my credit card. Hawaiian Air Confirmation= [redacted].
Sincerely,
[redacted]
Aloha Mr. [redacted], We received your letter today from the Revdex.com. We're very sorry that you didn't receive our email sent on December 6 to [redacted]@GMAIL.COM. We have only received your letter on December 5. Please see below and attached email for the travel credit...
information that was sent in a copy of this email directly from our system. Mr. [redacted], we thank you for choosing to fly with us and we hope to see you on a future flight with us soon. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office From:[email protected] Sent:12/6/2016 1:12 PM To:[redacted]@GMAIL.COM Subject:Hawaiian Airlines, Consumer Affairs Office - [redacted] Message From Consumer Affairs 12/6/2016 - Case: [redacted]@GMAIL.COM RE: [redacted] Aloha Mr.[redacted], Wereceivedyour letter to M[redacted] dated on November 21 and are responding on his behalf.This was the first correspondence that we received from you. On behalf of Hawaiian Airlines, we're very sorry to hear about the issues you experienced on your recent trip with us and that you were disappointed with our First Class.As a customer, you are our valued guest. I understandthat you were disappointed with our meals, the long walks to the gate and baggage claimsat the airports and with the long wait for your bags.We take experiences such as yours seriously. Please know that we value your commentsand we will use your feedback to help us improve our service. We have shared your comments with our respective management for their review. As a goodwill gesture, we are issuing each of you a $200 eTravel Credit, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folder. Mr.[redacted], we thank you for choosing to fly with us and we hope to see you on a future flight with us soon. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office