Message From Consumer Affairs8/24/2016 - Case: CN[redacted] - [redacted]Aloha Ms. [redacted],We're sorry to hear about the difficulty you had redeeming your [redacted] Gift Certificates. We have notified our partners at [redacted] about the error you encountered on their website. We see...
that you redeemed HawaiianMiles for a $200 and a $50 [redacted] Gift Certificate, and Mr. [redacted] also redeemed miles for a $200 [redacted] Gift Certificate.To resolve your issue, we can either apply your unused gift certificate to your car rental and you will received a refund to the credit card used OR we can void the certificates and redeposit the miles to your account. You may also keep the certificates for future use. Please let us know which option you would prefer for each of the three Gift Certificates. You may respond directly to this email.Thank you for choosing Hawaiian Airlines. We look forward to hearing from you soon. Sincerely,Matthew L[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because:
I really just want to be reimbursed for the total spent on the hotel stay: $433.00. I was told I would be reimbursed, and this is all I am asking for.
Sincerely,
[redacted]
3/4/2016 - Case: CN-[redacted]Ms. [redacted] - [redacted]Aloha Ms. [redacted],We’re sorry to learn of the difficulty you experienced with our website and that you had an unpleasant experience with a Hawaiian Airlines reservations agent when making your travel plans. As a customer,...
you are our valued guest, so there’s never an acceptable excuse when you receive poor service.As a gesture of goodwill, please accept a $50 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 "[redacted]” to your accepted email recipient list so the email is not misdirected to your spam folder.We understand you’re disappointed with our fares. Our business is one of supply and demand, so as a flight fills up, the fares may increase. If you’re flexible about when you travel, you can sometimes find a lower fare. Fares are often lower on early morning flights or evening flights. Weekday fares (Monday – Thursday) are often lower than weekend fares (Friday – Sunday). Lower fares may also become available if a flight has many empty seats.Please know that we understand your frustration. The views of our guests are always an important consideration and we certainly welcome your feedback about our service and fares. We have shared your comments with our management team for their review.Ms. [redacted], thank you for taking the time to let us know about your experience and for choosing to fly with us. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted],We received your complaint to the Revdex.com. We appreciate your feedback about our Guaranteed Airfare (GAF) program. We’re sorry that you're unhappy with the terms of this program.We instituted Guaranteed Airfare to help guests who purchase tickets for a flight...
then days or weeks later see a lower fare for that particular flight. For a couple of reasons, we have to charge the GAF service fee ($40 per ticket): to cover our costs for processing these exchanges and to discourage people from applying over and over for small differences in fare. Regretfully, we're unable to waive the service fee. We understand that, with multiple travelers, GAF service fees can add up and make it impossible to claim a credit for a meaningful fare difference. But we think our Guaranteed Airfare program provides an airfare “safety net” for travelers who buy non-refundable, non-exchangeable tickets long before their travel dates.Thank you for taking the time to share your feedback with us. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted], We received your complaint to the Revdex.com. We're very sorry to hear that your Hawaiian Airlines World Elite [redacted] application submitted in-flight on June 28, 2016 could not be located. At Hawaiian Airlines, we take our guests' information security very...
seriously. We understand your concern for your personal information, and we have strict protocols in place for the handling of credit card applications. Our team has investigated your flight attendants' actions and concluded that proper protocols were followed. Please note that once our crew submits the applications, Hawaiian Airlines employees have no further contact with them. Please also note that, as a security measure, the company processing credit card applications will destroy any documents with missing or illegible information, in which case no record of the application is kept. We invite you to re-apply for the Hawaiian Airlines World Elite [redacted] by calling our Reservations Department at [redacted] or by clicking here. We realize that it may also be frustrating when you aren’t able to speak with us personally. However, we are unable to contact you by phone. For auditing purposes, all correspondence with our office must be done via email or letter. For reservations or general requests/inquiries, you may contact Hawaiian Airlines by calling 1-[redacted] 24 hours, 7 days a week. We truly appreciate your feedback and thank you for sharing your experience with us. Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted], Thank you for your patience with our response. On behalf of Hawaiian Airlines, we're sorry to learn about the confusion about your purchased First Class ticket round trip between San Francisco and Maui. As a customer, you are our valued guest. We understand your...
frustration and inconvenience this issue has caused you. Upon review with our Website Team, our prices were correct, however the price you paid should've been associated with a combination of First Class on flight 41, and Coach on flight 42. Your outbound price for your flight, should've held true for your return as our prices are round trip. We truly apologize for this misunderstanding on our website. We've already consulted with our Website Team to fix these flight selection issues on our website and to make booking on our website more transparent while booking using HawaiianMiles and cash. We've authorized to issue you an eTravel Credit of $279.51 for the fare difference of your fare that was charged ($484.11) less the price of what the ticket cost should've been ($204.60). This credit will be 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 "[redacted]” to your accepted email recipient list so the email is not misdirected to your spam folder. Thank you for your understanding and for choosing Hawaiian Airlines. We look forward to flying with you soon. Sincerely, Matthew V[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because:I was not told I would be placed on standby and would board the next available flight. I was told my only option was to re-book the flight which was not accurate. If I was properly informed that I would be placed on standby I would not have re-booked new flights.
Sincerely,
[redacted]
6/21/2016 - Case: CN-[redacted] - [redacted] RE: [redacted] Aloha Mr. [redacted], We have received a copy of your letter to the Revdex.com, and a copy of this response will be filed with them as well. We're sorry that we were not able to assign...
you aisle seats on Flight 30 to Seattle. Although we try our best to accommodate all requests, seat assignments are offered as a courtesy only. Our records indicate that you called us the day before your flight to upgrade to Extra Comfort seats. This was done and you were assigned seats 11E and 12E. Unfortunately, these were not aisle seats and no other aisle seats were available in Extra Comfort. You then requested either free upgrades or aisle seats in coach. Our agents explained that we do not offer free upgrades and that general seat assignments within 24 hours of departure must be done at the airport. At this point, there was nothing further our Reservations managers could do. Your options were to remain in 11E and 12E or to ask an airport agent to reassign you. We see that you flew in 11E and 12E. Upon check-in, we understand that you were mistakenly charged again for Ms. [redacted]'s Extra Comfort seat. This erroneous charge was refunded in full on May 17, 2016. As a courtesy for the misinformation you received about 11E and 12E being aisle seats, as well as for the time spent on hold with our Reservations Department, we issued you two $150 eTravel Credits, good for future travel on Hawaiian Airlines. As a final courtesy, we are now refunding the Extra Comfort upgrades you purchased and received for Flight 30. A total of $150 will be refunded to the card ending in. This transaction should appear on your next statement or the one thereafter. This compensation exceeds our guidelines for the issues you faced, and we consider our response to be fair and appropriate. Respectfully, we consider this matter closed. Sincerely, [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms. B[redacted], Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, we're truly sorry to learn that your baggage was missing upon arrival in Honolulu. As a customer, you are our valued guest. I understand that you were severely inconvenienced and I sympathize...
with your circumstances. I too would be disappointed with having to replace such important items. We never like to hear that your baggage was neglected and that you were treated to poor customer service while requesting our assistance. To resolve your issue, we have forwarded your case to our Central Baggage Services Department and an agent will be assigned to your case. If you would like to follow up on the status of your case, contact Central Baggage Services directly at 866-389-6654 daily from 6:00 a.m. to 6:00 p.m. (Hawaii Standard Time), 7 days a week, including holidays. Ms. B[redacted], I appreciate the time you took to contact us. We thank you for choosing Hawaiian Airlines. Sincerely, Matthew V[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted],We’re sorry to learn that you had an unpleasant experience during your last flight with us. In addition, we're sorry for the inconvenience our schedule change has caused for your upcoming flight. I certainly understand your disappointment with your new flight time leaving Maui. As a...
customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service. We take experiences such as yours seriously, and we will use your feedback to make sure that we improve our service.Based on the nature of your complaint, we asked that our Reservations Department contact you regarding our schedule change and your seat assignment. We are glad to see that they were able to assist you with new seats, [redacted] both ways. As you may know, Hawaiian Airlines complies with the Air Carrier Access Act (the ACAA). Rule 14 CFR Part 382 of the ACAA prohibits discrimination by air carriers on the basis of physical or mental disability. Based on the information you have provided, you are an individual with a disability, and the provisions of the ACAA apply to you. Therefore, I would like to take this opportunity to summarize parts of the Act that apply to you for air travel.Part §382.85 states, when a passenger with a disability not described in §382.81 makes a reservation, we must assign to the passenger any seat, not already assigned to another passenger, that accommodates the passenger's needs, even if that seat is not available for assignment to the general passenger population at the time of the request. You may require a passenger making such a request to check in one hour before the standard check-in time for the flight. If such a passenger is assigned to a designated priority seat, he or she is subject to being reassigned to another seat.Since we were able to provide you with a seat towards the front of the aircraft, we believe we are not in violation of this part. While we always do our best to provide guests with their desired seating, availability may be limited by differences in our aircraft seating configurations or when you purchase your tickets.How to Contact a Complaints Resolution Official or the Department of TransportationSection 382.151 of 14CFR states that each air carrier must designate one or more Complaints Resolution Officials (CROs) at each airport the carrier serves. Our station managers are our CROs. In the future, if you have any problems that need immediate resolution, please request the station manager on duty.If you disagree with our response or any of the actions we took or believe we violated any provision of the ACAA, you have the right to contact the Department of Transportation for help at:Department of TransportationAviation Consumer Protection Division [redacted]
[redacted]
[redacted]Phone #: [redacted]DOT Aviation Consumer Disability Hotline: [redacted] (voice) or [redacted] (TTY)Thank you for taking the time to let us know about your experience.Sincerely,Robyn M[redacted]Sr. Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
[redacted]re: [redacted], [redacted]Aloha Mr. [redacted],Thank you for contacting us about the schedule change on your flight. We apologize for any inconvenience this change may have caused you.To operate efficiently, we may make minor schedule changes...
(flight departure or arrival time is less than 30 minutes earlier/later than originally scheduled) without notifying our guests in advance. However, if we need to make a significant schedule change (flight departure or arrival time is more than 30 minutes earlier/later than originally scheduled), and you provided us with your contact information when you booked your flight, we will let you know. For additional information regarding our schedules and operations, please see our Contract of Carriage (the agreement between Hawaiian Airlines and our guests).We show that a message was left at [redacted], and an email was sent to [redacted] to notify of the schedule change to your flight from Lihue. We truly regret that you didn't receive either of the messages. I will be sure to let our management team who handles our flight change notifications know about this for their internal review.We're sorry to learn about your experience with our Reservations Department and with our customer service agent in Honolulu. As a customer, you are our valued guest, so we want to do all that we can to give you the best possible service. While we do see that your seat assignments from Honolulu were changed on September 12, we were pleased that you received your original seats. We understand how frustrating this situation must have been, and we will share your experience with our Managers at the Honolulu Airport and Reservations Department to help ensure we handle each situation with the proper care and aloha.As a goodwill gesture, we are issuing each of you a $100 eTravel Credit, good for future travel on Hawaiian Airlines. You will be receiving a separate email with the credit information, redemption instructions and Terms and Conditions within 5 - 7 business days.Mr. [redacted], thank you for choosing Hawaiian Airlines and for taking the time to share your experience with us. We look forward to welcoming you, Ms. [redacted], Ms. [redacted] and Mr. [redacted] on board again.Sincerely,Ron A[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 10/31/2016 - Case: CN-[redacted] - [redacted]RE: [redacted], [redacted] Aloha Mr. [redacted], We're sorry to hear about your experience booking with Hawaiian Airlines Vacation Packages. We understand that you were frustrated that your credit...
could not be applied to your current reservation. As a special courtesy for the inconvenience, we have upgraded your and Mr. [redacted]'s seats on Flight 51 and Flight 50 to our Extra Comfort seating at no charge. On behalf of Hawaiian Airlines, we extend our best wishes for a pleasant journey with us. Thank you for choosing Hawaiian Airlines. At their request, a copy of this response will be filed with the Revdex.com. Sincerely, Matthew L[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
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[redacted] [redacted] Message From Consumer Affairs11/16/2015 - Case: CN-[redacted]/[redacted]Aloha Ms. [redacted],Our guidelines for determining the value of a travel credit is internal. This information is not posted for the public as there are different variables considered when issuing the eTravel Credits. However, our Contract of Carriage does list the amenities we will provide in the event of a delay. This is listed under Rule 240: Flight Delays/Cancellations. In regards to the $200 eTravel Credits, although they are non-transferable in our email dated October 30, we did allow them to use the credits for the passengers of their choice. I've attached a copy of the email for your review. Please let me know if you have any questions. Sincerely,Robyn M[redacted]Sr. Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs
3/16/2016 - Case: CN-[redacted]
[redacted] - [redacted]
[redacted]
Aloha Ms. [redacted],
We received your complaint to the Revdex.com (Revdex.com) on March 16. We're very...
sorry to hear about your family situation. Although your tickets are nonrefundable, as a courtesy we are refunding your four tickets ($168 each) to your credit card ending in 2175. This credit should appear on your next statement or the one thereafter. We are unable to refund the change fees you paid when you made changes to your reservations.
Complaint: [redacted]
I am rejecting this response because: You say, “The request for the Guaranteed Airfare Rule must
be done before any portion of the ticket has been used.” I have repeatedly told you in prior emails that I did call
before the ticket was used. You say you have no record of that call in your
computer system. You suggested that I was not telling the truth in one of your
emails.
There is no written statement in the Contract of Carriage that
requires the request to be made in advance although I did. The Contract of Carriage
is silent on the timing of the request. Tell
me the exact contract wording that requires advance notification. It may be
implied but the Contract does not say it.
I do not live in Hawaii so I cannot bring the issue to the
Hawaiian Small Claims Court where an impartial judge could rule on the
interpretation of the Contract of Carriage.
Since you have closed the case, I have no future option
except to fly first class from California to Maui on American Airlines instead
of Hawaiian Airlines.
“If after a ticket has
been issued and before any portion thereof has been used, either a decrease in
the fares or charges applicable to the transportation shown on the ticket
becomes effective, or a new fare for which the passenger can qualify is added
between the points shown on the ticket, the amount of the difference in fares
will be provided only in the form of a transportation credit, provided;
There is no change in origin, destination, stopover
points, flights, dates shown on the original ticket, or on any ticket
issued in exchange for the original ticket. Subsequent to the decrease in fares or charges or the
addition of a new fare, all conditions of the decrease fares or charges
of the new fare are met, including booking code and advance reservations
and ticketing requirements. This rule will only apply to tickets purchased through
Hawaiian Airlines Reservations Department or sold on Hawaiian Airlines
Web Site Hawaiian below Air.com, and does not apply to fares purchased as
part of travel packages. An administrative service charge of USD $40.00 will
apply for all tickets presented for one-time exchange”
Sincerely,
[redacted]
Aloha Ms. [redacted],We
received your email attachments and we thank you for your patience while awaiting our reply.As a gesture of goodwill, due to the additional issues you faced, we have increased your eTravel Credit to $68 (the value of your return ticket). Please note that the Travel Credit you previously received will be voided and you will receive a new $68 eTravel Credit.Our records show the ticket reservation email you received notes your ticket needed to be issued by 10 pm on May 12. Additionally, your eTicket receipt email, sent on May 10, was for your award ticket only. Please know when guests purchase tickets using HawaiianMiles and dollars, two tickets are issued. We apologize that our reservations agent did not make this clear. Cancellation emails are sent when confirmed tickets are cancelled. Unfortunately, because your return ticket was not confirmed a cancellation email was not sent. Again, we apologize for the misunderstanding and for any inconvenience caused. Your emails have been shared with our management team for their internal review and we will use your experience to improve our service.We appreciate you choosing Hawaiian Airlines and hope you’re able to extend us another opportunity to serve you in the future. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: I was forced to change my seats and not given an option to cancel. After discussion with my wife, we decided to not upgrade our seats but were unable to change back to our original seats, thus forcing us to purchase the upgrade. I am a loyal Hawaiian Airlines customer and feel that it was unfair business practice that I was unable to change my seat to my original seat, forcing my wife, son and I to sit where we did not want to or pay for the upgrade.
Sincerely,
[redacted]
[redacted] - [redacted]RE: [redacted]Aloha Ms. [redacted],Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, we're sorry to learn that you had a poor experience on your way to Los Angeles. As HawaiianMiles members, you...
are our valued guests. We're extremely concerned to learn about the level of customer service by our agents assisting you with your connection. I too would be upset if my mother was mistreated. At Hawaiian Airlines, we expect our agents to provide friendly, high quality customer service and we're saddened that this wasn't extended to you. Please know that we take feedback like this seriously and have shared this with our management team for their coaching in order to improve our services. Ms. [redacted], we appreciate the time you took to share your experience with us. Thank you again for choosing Hawaiian Airlines.Sincerely,Matthew V[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 9/15/2016 - Case: CN-[redacted] Revdex.comComplaint #[redacted] -nj[redacted]@gmail.com Aloha Ms. [redacted], We received your complaint from the Revdex.com (Revdex.com) today. We're sorry to hear about the issues you experienced with your refund. I have...
reviewed your reservations and see that your tickets 1739608372768-69 were booked by a travel agency. The tickets were refunded on February 24 to the travel agency in the form of a check since we show the original payment was cash. We have added a copy of your tickets below. Please continue to work with the travel agency regarding your refund. Thank you for choosing Hawaiian Airlines. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office[redacted]
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7/30/2015 - Case: CN-[redacted]Mr. [redacted]RE: [redacted] and [redacted]Aloha Mr. [redacted],We’re sorry to hear about your baggage. As a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service.We understand...
that you have been in contact with our Central Baggage Services Department about your request for reimbursement and compensation. To resolve your issue, we have forwarded your case to our Central Baggage Services Department as they continue to work on your case. If you would like to follow up on the status of your case, contact Central Baggage Services directly at [redacted] daily from 4:00 a.m. to 10:00 p.m. (Hawaii Standard Time), 7 days a week, including holidays.Thank you for choosing Hawaiian Airlines.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs8/24/2016 - Case: CN[redacted] - [redacted]Aloha Ms. [redacted],We're sorry to hear about the difficulty you had redeeming your [redacted] Gift Certificates. We have notified our partners at [redacted] about the error you encountered on their website. We see...
that you redeemed HawaiianMiles for a $200 and a $50 [redacted] Gift Certificate, and Mr. [redacted] also redeemed miles for a $200 [redacted] Gift Certificate.To resolve your issue, we can either apply your unused gift certificate to your car rental and you will received a refund to the credit card used OR we can void the certificates and redeposit the miles to your account. You may also keep the certificates for future use. Please let us know which option you would prefer for each of the three Gift Certificates. You may respond directly to this email.Thank you for choosing Hawaiian Airlines. We look forward to hearing from you soon. Sincerely,Matthew L[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because:
I really just want to be reimbursed for the total spent on the hotel stay: $433.00. I was told I would be reimbursed, and this is all I am asking for.
Sincerely,
[redacted]
3/4/2016 - Case: CN-[redacted]Ms. [redacted] - [redacted]Aloha Ms. [redacted],We’re sorry to learn of the difficulty you experienced with our website and that you had an unpleasant experience with a Hawaiian Airlines reservations agent when making your travel plans. As a customer,...
you are our valued guest, so there’s never an acceptable excuse when you receive poor service.As a gesture of goodwill, please accept a $50 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 "[redacted]” to your accepted email recipient list so the email is not misdirected to your spam folder.We understand you’re disappointed with our fares. Our business is one of supply and demand, so as a flight fills up, the fares may increase. If you’re flexible about when you travel, you can sometimes find a lower fare. Fares are often lower on early morning flights or evening flights. Weekday fares (Monday – Thursday) are often lower than weekend fares (Friday – Sunday). Lower fares may also become available if a flight has many empty seats.Please know that we understand your frustration. The views of our guests are always an important consideration and we certainly welcome your feedback about our service and fares. We have shared your comments with our management team for their review.Ms. [redacted], thank you for taking the time to let us know about your experience and for choosing to fly with us. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted],We received your complaint to the Revdex.com. We appreciate your feedback about our Guaranteed Airfare (GAF) program. We’re sorry that you're unhappy with the terms of this program.We instituted Guaranteed Airfare to help guests who purchase tickets for a flight...
then days or weeks later see a lower fare for that particular flight. For a couple of reasons, we have to charge the GAF service fee ($40 per ticket): to cover our costs for processing these exchanges and to discourage people from applying over and over for small differences in fare. Regretfully, we're unable to waive the service fee. We understand that, with multiple travelers, GAF service fees can add up and make it impossible to claim a credit for a meaningful fare difference. But we think our Guaranteed Airfare program provides an airfare “safety net” for travelers who buy non-refundable, non-exchangeable tickets long before their travel dates.Thank you for taking the time to share your feedback with us. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted], We received your complaint to the Revdex.com. We're very sorry to hear that your Hawaiian Airlines World Elite [redacted] application submitted in-flight on June 28, 2016 could not be located. At Hawaiian Airlines, we take our guests' information security very...
seriously. We understand your concern for your personal information, and we have strict protocols in place for the handling of credit card applications. Our team has investigated your flight attendants' actions and concluded that proper protocols were followed. Please note that once our crew submits the applications, Hawaiian Airlines employees have no further contact with them. Please also note that, as a security measure, the company processing credit card applications will destroy any documents with missing or illegible information, in which case no record of the application is kept. We invite you to re-apply for the Hawaiian Airlines World Elite [redacted] by calling our Reservations Department at [redacted] or by clicking here. We realize that it may also be frustrating when you aren’t able to speak with us personally. However, we are unable to contact you by phone. For auditing purposes, all correspondence with our office must be done via email or letter. For reservations or general requests/inquiries, you may contact Hawaiian Airlines by calling 1-[redacted] 24 hours, 7 days a week. We truly appreciate your feedback and thank you for sharing your experience with us. Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted], Thank you for your patience with our response. On behalf of Hawaiian Airlines, we're sorry to learn about the confusion about your purchased First Class ticket round trip between San Francisco and Maui. As a customer, you are our valued guest. We understand your...
frustration and inconvenience this issue has caused you. Upon review with our Website Team, our prices were correct, however the price you paid should've been associated with a combination of First Class on flight 41, and Coach on flight 42. Your outbound price for your flight, should've held true for your return as our prices are round trip. We truly apologize for this misunderstanding on our website. We've already consulted with our Website Team to fix these flight selection issues on our website and to make booking on our website more transparent while booking using HawaiianMiles and cash. We've authorized to issue you an eTravel Credit of $279.51 for the fare difference of your fare that was charged ($484.11) less the price of what the ticket cost should've been ($204.60). This credit will be 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 "[redacted]” to your accepted email recipient list so the email is not misdirected to your spam folder. Thank you for your understanding and for choosing Hawaiian Airlines. We look forward to flying with you soon. Sincerely, Matthew V[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because:I was not told I would be placed on standby and would board the next available flight. I was told my only option was to re-book the flight which was not accurate. If I was properly informed that I would be placed on standby I would not have re-booked new flights.
Sincerely,
[redacted]
6/21/2016 - Case: CN-[redacted] - [redacted] RE: [redacted] Aloha Mr. [redacted], We have received a copy of your letter to the Revdex.com, and a copy of this response will be filed with them as well. We're sorry that we were not able to assign...
you aisle seats on Flight 30 to Seattle. Although we try our best to accommodate all requests, seat assignments are offered as a courtesy only. Our records indicate that you called us the day before your flight to upgrade to Extra Comfort seats. This was done and you were assigned seats 11E and 12E. Unfortunately, these were not aisle seats and no other aisle seats were available in Extra Comfort. You then requested either free upgrades or aisle seats in coach. Our agents explained that we do not offer free upgrades and that general seat assignments within 24 hours of departure must be done at the airport. At this point, there was nothing further our Reservations managers could do. Your options were to remain in 11E and 12E or to ask an airport agent to reassign you. We see that you flew in 11E and 12E. Upon check-in, we understand that you were mistakenly charged again for Ms. [redacted]'s Extra Comfort seat. This erroneous charge was refunded in full on May 17, 2016. As a courtesy for the misinformation you received about 11E and 12E being aisle seats, as well as for the time spent on hold with our Reservations Department, we issued you two $150 eTravel Credits, good for future travel on Hawaiian Airlines. As a final courtesy, we are now refunding the Extra Comfort upgrades you purchased and received for Flight 30. A total of $150 will be refunded to the card ending in. This transaction should appear on your next statement or the one thereafter. This compensation exceeds our guidelines for the issues you faced, and we consider our response to be fair and appropriate. Respectfully, we consider this matter closed. Sincerely, [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms. B[redacted], Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, we're truly sorry to learn that your baggage was missing upon arrival in Honolulu. As a customer, you are our valued guest. I understand that you were severely inconvenienced and I sympathize...
with your circumstances. I too would be disappointed with having to replace such important items. We never like to hear that your baggage was neglected and that you were treated to poor customer service while requesting our assistance. To resolve your issue, we have forwarded your case to our Central Baggage Services Department and an agent will be assigned to your case. If you would like to follow up on the status of your case, contact Central Baggage Services directly at 866-389-6654 daily from 6:00 a.m. to 6:00 p.m. (Hawaii Standard Time), 7 days a week, including holidays. Ms. B[redacted], I appreciate the time you took to contact us. We thank you for choosing Hawaiian Airlines. Sincerely, Matthew V[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted],We’re sorry to learn that you had an unpleasant experience during your last flight with us. In addition, we're sorry for the inconvenience our schedule change has caused for your upcoming flight. I certainly understand your disappointment with your new flight time leaving Maui. As a...
customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service. We take experiences such as yours seriously, and we will use your feedback to make sure that we improve our service.Based on the nature of your complaint, we asked that our Reservations Department contact you regarding our schedule change and your seat assignment. We are glad to see that they were able to assist you with new seats, [redacted] both ways. As you may know, Hawaiian Airlines complies with the Air Carrier Access Act (the ACAA). Rule 14 CFR Part 382 of the ACAA prohibits discrimination by air carriers on the basis of physical or mental disability. Based on the information you have provided, you are an individual with a disability, and the provisions of the ACAA apply to you. Therefore, I would like to take this opportunity to summarize parts of the Act that apply to you for air travel.Part §382.85 states, when a passenger with a disability not described in §382.81 makes a reservation, we must assign to the passenger any seat, not already assigned to another passenger, that accommodates the passenger's needs, even if that seat is not available for assignment to the general passenger population at the time of the request. You may require a passenger making such a request to check in one hour before the standard check-in time for the flight. If such a passenger is assigned to a designated priority seat, he or she is subject to being reassigned to another seat.Since we were able to provide you with a seat towards the front of the aircraft, we believe we are not in violation of this part. While we always do our best to provide guests with their desired seating, availability may be limited by differences in our aircraft seating configurations or when you purchase your tickets.How to Contact a Complaints Resolution Official or the Department of TransportationSection 382.151 of 14CFR states that each air carrier must designate one or more Complaints Resolution Officials (CROs) at each airport the carrier serves. Our station managers are our CROs. In the future, if you have any problems that need immediate resolution, please request the station manager on duty.If you disagree with our response or any of the actions we took or believe we violated any provision of the ACAA, you have the right to contact the Department of Transportation for help at:Department of TransportationAviation Consumer Protection Division [redacted]
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[redacted]Phone #: [redacted]DOT Aviation Consumer Disability Hotline: [redacted] (voice) or [redacted] (TTY)Thank you for taking the time to let us know about your experience.Sincerely,Robyn M[redacted]Sr. Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
[redacted]re: [redacted], [redacted]Aloha Mr. [redacted],Thank you for contacting us about the schedule change on your flight. We apologize for any inconvenience this change may have caused you.To operate efficiently, we may make minor schedule changes...
(flight departure or arrival time is less than 30 minutes earlier/later than originally scheduled) without notifying our guests in advance. However, if we need to make a significant schedule change (flight departure or arrival time is more than 30 minutes earlier/later than originally scheduled), and you provided us with your contact information when you booked your flight, we will let you know. For additional information regarding our schedules and operations, please see our Contract of Carriage (the agreement between Hawaiian Airlines and our guests).We show that a message was left at [redacted], and an email was sent to [redacted] to notify of the schedule change to your flight from Lihue. We truly regret that you didn't receive either of the messages. I will be sure to let our management team who handles our flight change notifications know about this for their internal review.We're sorry to learn about your experience with our Reservations Department and with our customer service agent in Honolulu. As a customer, you are our valued guest, so we want to do all that we can to give you the best possible service. While we do see that your seat assignments from Honolulu were changed on September 12, we were pleased that you received your original seats. We understand how frustrating this situation must have been, and we will share your experience with our Managers at the Honolulu Airport and Reservations Department to help ensure we handle each situation with the proper care and aloha.As a goodwill gesture, we are issuing each of you a $100 eTravel Credit, good for future travel on Hawaiian Airlines. You will be receiving a separate email with the credit information, redemption instructions and Terms and Conditions within 5 - 7 business days.Mr. [redacted], thank you for choosing Hawaiian Airlines and for taking the time to share your experience with us. We look forward to welcoming you, Ms. [redacted], Ms. [redacted] and Mr. [redacted] on board again.Sincerely,Ron A[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 10/31/2016 - Case: CN-[redacted] - [redacted]RE: [redacted], [redacted] Aloha Mr. [redacted], We're sorry to hear about your experience booking with Hawaiian Airlines Vacation Packages. We understand that you were frustrated that your credit...
could not be applied to your current reservation. As a special courtesy for the inconvenience, we have upgraded your and Mr. [redacted]'s seats on Flight 51 and Flight 50 to our Extra Comfort seating at no charge. On behalf of Hawaiian Airlines, we extend our best wishes for a pleasant journey with us. Thank you for choosing Hawaiian Airlines. At their request, a copy of this response will be filed with the Revdex.com. Sincerely, Matthew L[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
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[redacted] [redacted] Message From Consumer Affairs11/16/2015 - Case: CN-[redacted]/[redacted]Aloha Ms. [redacted],Our guidelines for determining the value of a travel credit is internal. This information is not posted for the public as there are different variables considered when issuing the eTravel Credits. However, our Contract of Carriage does list the amenities we will provide in the event of a delay. This is listed under Rule 240: Flight Delays/Cancellations. In regards to the $200 eTravel Credits, although they are non-transferable in our email dated October 30, we did allow them to use the credits for the passengers of their choice. I've attached a copy of the email for your review. Please let me know if you have any questions. Sincerely,Robyn M[redacted]Sr. Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs
3/16/2016 - Case: CN-[redacted]
[redacted] - [redacted]
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Aloha Ms. [redacted],
We received your complaint to the Revdex.com (Revdex.com) on March 16. We're very...
sorry to hear about your family situation. Although your tickets are nonrefundable, as a courtesy we are refunding your four tickets ($168 each) to your credit card ending in 2175. This credit should appear on your next statement or the one thereafter. We are unable to refund the change fees you paid when you made changes to your reservations.
Thank you for choosing Hawaiian Airlines.
Sincerely,
Malia P[redacted]
Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: You say, “The request for the Guaranteed Airfare Rule must
be done before any portion of the ticket has been used.” I have repeatedly told you in prior emails that I did call
before the ticket was used. You say you have no record of that call in your
computer system. You suggested that I was not telling the truth in one of your
emails.
There is no written statement in the Contract of Carriage that
requires the request to be made in advance although I did. The Contract of Carriage
is silent on the timing of the request. Tell
me the exact contract wording that requires advance notification. It may be
implied but the Contract does not say it.
I do not live in Hawaii so I cannot bring the issue to the
Hawaiian Small Claims Court where an impartial judge could rule on the
interpretation of the Contract of Carriage.
Since you have closed the case, I have no future option
except to fly first class from California to Maui on American Airlines instead
of Hawaiian Airlines.
“If after a ticket has
been issued and before any portion thereof has been used, either a decrease in
the fares or charges applicable to the transportation shown on the ticket
becomes effective, or a new fare for which the passenger can qualify is added
between the points shown on the ticket, the amount of the difference in fares
will be provided only in the form of a transportation credit, provided;
There is no change in origin, destination, stopover
points, flights, dates shown on the original ticket, or on any ticket
issued in exchange for the original ticket. Subsequent to the decrease in fares or charges or the
addition of a new fare, all conditions of the decrease fares or charges
of the new fare are met, including booking code and advance reservations
and ticketing requirements. This rule will only apply to tickets purchased through
Hawaiian Airlines Reservations Department or sold on Hawaiian Airlines
Web Site Hawaiian below Air.com, and does not apply to fares purchased as
part of travel packages. An administrative service charge of USD $40.00 will
apply for all tickets presented for one-time exchange”
Sincerely,
[redacted]
Aloha Ms. [redacted],We
received your email attachments and we thank you for your patience while awaiting our reply.As a gesture of goodwill, due to the additional issues you faced, we have increased your eTravel Credit to $68 (the value of your return ticket). Please note that the Travel Credit you previously received will be voided and you will receive a new $68 eTravel Credit.Our records show the ticket reservation email you received notes your ticket needed to be issued by 10 pm on May 12. Additionally, your eTicket receipt email, sent on May 10, was for your award ticket only. Please know when guests purchase tickets using HawaiianMiles and dollars, two tickets are issued. We apologize that our reservations agent did not make this clear. Cancellation emails are sent when confirmed tickets are cancelled. Unfortunately, because your return ticket was not confirmed a cancellation email was not sent. Again, we apologize for the misunderstanding and for any inconvenience caused. Your emails have been shared with our management team for their internal review and we will use your experience to improve our service.We appreciate you choosing Hawaiian Airlines and hope you’re able to extend us another opportunity to serve you in the future. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: I was forced to change my seats and not given an option to cancel. After discussion with my wife, we decided to not upgrade our seats but were unable to change back to our original seats, thus forcing us to purchase the upgrade. I am a loyal Hawaiian Airlines customer and feel that it was unfair business practice that I was unable to change my seat to my original seat, forcing my wife, son and I to sit where we did not want to or pay for the upgrade.
Sincerely,
[redacted]
[redacted] - [redacted]RE: [redacted]Aloha Ms. [redacted],Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, we're sorry to learn that you had a poor experience on your way to Los Angeles. As HawaiianMiles members, you...
are our valued guests. We're extremely concerned to learn about the level of customer service by our agents assisting you with your connection. I too would be upset if my mother was mistreated. At Hawaiian Airlines, we expect our agents to provide friendly, high quality customer service and we're saddened that this wasn't extended to you. Please know that we take feedback like this seriously and have shared this with our management team for their coaching in order to improve our services. Ms. [redacted], we appreciate the time you took to share your experience with us. Thank you again for choosing Hawaiian Airlines.Sincerely,Matthew V[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 9/15/2016 - Case: CN-[redacted] Revdex.comComplaint #[redacted] -nj[redacted]@gmail.com Aloha Ms. [redacted], We received your complaint from the Revdex.com (Revdex.com) today. We're sorry to hear about the issues you experienced with your refund. I have...
reviewed your reservations and see that your tickets 1739608372768-69 were booked by a travel agency. The tickets were refunded on February 24 to the travel agency in the form of a check since we show the original payment was cash. We have added a copy of your tickets below. Please continue to work with the travel agency regarding your refund. Thank you for choosing Hawaiian Airlines. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office[redacted]
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7/30/2015 - Case: CN-[redacted]Mr. [redacted]RE: [redacted] and [redacted]Aloha Mr. [redacted],We’re sorry to hear about your baggage. As a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service.We understand...
that you have been in contact with our Central Baggage Services Department about your request for reimbursement and compensation. To resolve your issue, we have forwarded your case to our Central Baggage Services Department as they continue to work on your case. If you would like to follow up on the status of your case, contact Central Baggage Services directly at [redacted] daily from 4:00 a.m. to 10:00 p.m. (Hawaii Standard Time), 7 days a week, including holidays.Thank you for choosing Hawaiian Airlines.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office