Mr. [redacted]Aloha Mr. [redacted],We received your complaint to the Revdex.com. We're very sorry to learn that you were unable to redeem your certificate before it expired. We understand how upsetting this situation has been for you, especially since you...
faced a similar situation last year, and we do sympathize with your circumstances. However, the validity of your certificate was clearly advised during the application process and when your physical card arrived. The details are also made available when you login to your HawaiianMiles account. Although we're unable to reinstate your certificate, as a one-time courtesy, we're issuing you a $100 eTravel Credit, good for future travel on Hawaiian Airlines. Your credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days.Please know that your travel credit will expire one year from the date of issuance and the email will clearly advise of the date. You will not receive a reminder to redeem the courtesy credit, so we highly recommend noting the expiration date once you receive the email.Thank you for choosing Hawaiian Airlines. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
10/10/2016 - Case: CN-[redacted] Revdex.com Complaint #[redacted] [redacted] - [redacted] Aloha Mr. [redacted], We received your complaint from the Revdex.com (Revdex.com) on September 23. We’re very sorry to hear that you were unable to select your seat assignments together...
prior to your flight. I understand how important having seats together are for our guests. Seats are made available on a first-come, first-serve basis, 330 days in advance of the flight date. Some seats are held for assignment on the day of departure to accommodate customers with special needs. The earlier in advance that you book your flights, the better your chances are of getting your preferred seating. We see that your tickets were booked on September 4. We appreciate your comments and will use them to improve our service. We thank you for sharing your feedback with us and for choosing Hawaiian Airlines. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
[redacted] On behalf of Hawaiian Airlines, we apologize for the poor service you received when you tried to rebook your ticket. The agent at Lihue should have explained that unused Hawaiian Airlines tickets...
remain valid for a year from the date of purchase and may be rebooked by paying the change fee, plus any fare difference. Thus, you should have been given the option to purchase a new one-way ticket and hang on to your round-trip ticket for a later date. We take incidents like this seriously, and we are sharing this matter with our Lihue management team to help us improve our service. As you requested, we are refunding $126 to the card ending in [redacted]. This transaction should appear on your next statement or the one thereafter.As an additional courtesy for the rude service you received, we are also issuing you a $100 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. Thank you for taking the time to share your experience with us. We appreciate the opportunity to respond to your concerns. Sincerely, Matthew L[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted],We received your compliant to the Revdex.com. On behalf of Hawaiian Airlines, we're sorry to hear about your experience checking in for our flight.It may seem that we enforced our rules for check-in times too strictly. However, breaking the check-in rule...
for one guest would inconvenience the other guests on board. We must do everything possible to ensure an on-time departure, so all guests arrive at their destinations comfortably. Although we're unable to honor your refund request, as a courtesy, we're issuing three $100 eTravel Credits, 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. Please know Flight ** was closed and secured for an on-time departure. However, due to a last minute maintenance issue the flight was temporary delayed and passengers did not deplane.Thank you for choosing Hawaiian Airlines.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because they are offering me $100 credit for a future flight. I would like to request a credit of my mileage used. Thank you for your time.
Sincerely,
[redacted]
Aloha, We have forwarded the guest's concern to the partner handling the Hawaiian Airlines Vacation Package. We see that the guest was unhappy with the $200 change fee and fare difference. Therefore, guest was refunded for hotel and airfare as a courtesy. The original message was sent to the...
guest on September 8, 2017:Message From Consumer Affairs9/8/2017 - Case: CN-[redacted] - [redacted]Aloha Ms. [redacted],We’re very sorry to learn that you had an unpleasant experience with a Hawaiian Airlines reservations agent while changing your travel plans. As a customer, you are our valued guest. I understand that you were disappointed and empathize with your circumstances. We’re always concerned when guests are on hold for a long time or we take too long to process a request. We have shared your feedback with our Reservations management team who is constantly trying to improve our processes to ensure that we can handle calls as efficiently as possible, with courtesy and aloha.I reviewed your reservation and see that your purchased a Hawaiian Airlines Vacation Package. After further review, I also see that you were contacting our Reservations Department. For future travels, we recommend calling the Hawaiian Airlines Vacation Package directly at [redacted] for package changes, cancellations, or other inquiries. Thank you for taking the time to let us know about your experience.Sincerely,Brianne R[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
When a Hawaiian Airlines employee provides a non-revenue space available ticket (also known as an employee pass) for someone, they must be the purchaser of the ticket. When purchasing the ticket, they must agree to all Terms and Conditions that go along with the purchase of the employee pass ticket. They are also responsible for relaying this information to the person who is traveling on this ticket.All Terms and Conditions for employee pass travel is also found on our internal employee website. On our website, it states that pass travelers are NOT entitled to interim expenses for baggage claims.We hope this additional information was helpful.Sincerely,Lawrence K[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because:$50 does not seem like a reasonable travel credit considering the over all cost to fly with Hawaiian Air, let alone travel to Hawaii and having a poor experienced based on not feeling well as a result the sinus infection which resulted from the environment we were subjected to. Not to mention that I have yet to fully recover. I think you can clearly do better than what you are offering. I do not consider this matter closed. I would also like to confirm that I did in fact take photos of the condition and the other conditions mention in my complaint. I do not appreciate having my concerns dismissed or invalidated based on someone opinion after the fact. I am fully willing to proceed to small claims to cover any losses that I may be entitled to regarding this matter, however as a courtesy wanted to give Hawaiian Airlines the opportunity to resolve this matter with me directly first. And with a solution that we both consumer and business can feel good about.If we are not able to come to some type of resolution I will move forward with other means of resolving this issue.
Sincerely,
[redacted]
[redacted]Dear Ms. [redacted],We received your complaint to the Revdex.com today.On behalf of Hawaiian Airlines, we're very sorry for the error that was made when your tickets were exchanged by our Reservations Department. As a customer,...
you are our valued guest, so there's never an acceptable excuse when you receive poor service.As requested, we're refunding a total of $102.07 for the taxes that were collected for your original flights that were scheduled through Australia. The refund will be processed to the original form of payment (card number ending in 1002). Depending on your billing cycle, this transaction should be reflected on your next statement or the one thereafter. We appreciate the opportunity to assist you with this matter, and we thank you for flying with us.Sincerely,[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted],
We
received your complaint to the Revdex.com. We’re sorry to learn of your unpleasant
experience with our Reservations Department
and for any misunderstanding there may have been. As a customer, you are
our valued guest, so there’s never an acceptable...
excuse when you receive poor
service.
For
auditing purposes, all correspondence with our office must be done via email or
letter.Regretfully, we’re
unable to call you as requested.
We see
you were not charged any baggage fees, however, as a courtesy; we’re issuing
you a $25 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.
Our
records show on May 6 you purchased a roundtrip ticket to Maui using your
credit card and HawaiianMiles. Unfortunately, your credit card declined. An
email notification was sent to you at May 6.
Because
we did not receive a response our Reservations Department called you on May 10.
They requested a new form of payment but, unfortunately, you were unable to
provided one. Our records show, as a goodwill gesture, they offered to hold
your tickets until May 12. We see you were advised if your payment was not
received by May 12 your tickets would automatically be cancelled.
Although
we’re happy to hear that you confirmed your tickets with a new credit card on
May 15, we certainly understand your frustration. We have shared your
experience with our Reservations Department Manager for his internal review.
Thank
you for choosing Hawaiian Airlines.
Sincerely,
Resolution
Coordinator
Hawaiian Airlines, Consumer Affairs Office
Aloha,We referred this case to our Claims Department on February 2, 2016, and we are awaiting the results of their investigation.As a courtesy, the complainant Mr. [redacted] has been given a waiver for two free bags on an upcoming trip with us. thanks,Matthew IshidaResolution CoordinatorHawaiian...
Aloha Ms. [redacted], We received your complaint to the Revdex.com, and we thank you for your patience while awaiting our response. It may seem that we enforced our boarding times too strictly. However, breaking the boarding rules for one guest would inconvenience the other guests on...
board. We must also do everything possible to ensure an on-time departure, so all guests arrive at their destinations comfortably. Guests arriving at the boarding gate less than 30 minutes prior to departure may be denied boarding and re-ticketed on a later flight. For detailed information visit the Airport Check-in Time page at our website. We confirmed that our agents paged for you over the airport public announcement system numerous times. Regrettably, we see you arrived at our boarding gate at 2:40 p.m. and your scheduled departure was at 2:50 p.m. Unfortunately, due to your late arrival, we were unable to accommodate you on Flight 2. I understand you shared the details of your delayed arrival with our agents. You advised that you were delayed due to vomiting in the bathroom. You were then advised that we would need to contact our medical provider to clear you for travel and, if cleared, we would place you on our standby list for the next available flight. We verified that you denied this offer and demanded that we purchase you a new ticket on United Airlines instead, which we could not do. Ms. [redacted], I understand how frustrating this situation must have been for you, especially since you weren't feeling well, and can certainly sympathize with your circumstances. Because you elected to no longer travel with us, your return flight remains unused and available for you to rebook for a later travel date. As a courtesy, we will waive your future change fee of $200. You will, however, be responsible for any difference in fare for your new flight from Honolulu to Los Angles. You must also rebook by August 3, 2018 and may select travel dates up to 330 days in advance. Unfortunately, we're unable to grant your refund request. When you're ready to rebook your flight, please call our Reservations Department toll-free (within the U.S. and Canada) at [redacted] and refer to your electronic ticket number [redacted]. As a valued guest, we appreciate you taking the time to share your experience with us. In all cases, we will use your feedback to help us improve our service and we look forward to serving you again in the future. Thank you for choosing Hawaiian Airlines. Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
[redacted] - [redacted]Aloha Mr. [redacted],We received your complaint to the Revdex.com on October 23. We apologize that we're unable to phone you as requested. For auditing purposes, all correspondence with Consumer Affairs must be handled in writing. On behalf...
of Hawaiian Airlines, we're truly sorry for the poor service that you received from our customer service agents. As a customer, you are our valued guest, so there's never an acceptable excuse when you receive poor service.Please know that we take this situation very seriously. We understand your frustration and have shared your experience with our HawaiianMiles Marketing Manager for his review. We'll continue to coach our employees to provide the high-quality, friendly service that you should have received.We see that although you did not qualify for the promotion, as a goodwill gesture, [redacted] has posted 900 miles to your account.Additionally, we're issuing you 2,500 HawaiianMiles. Please allow up to 14 business days for this transaction to be completed.We thank you for taking the time to let us know about your experience, and we thank you for being a HawaiianMiles member. Sincerely,Lawrence K[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
[redacted] - [redacted]Aloha Ms. [redacted],We received your complaint to the Revdex.com today.On behalf of Hawaiian Airlines, we're very sorry for your family's flight delay to Honolulu today. As a customer, you are our valued guest. We understand how frustrating and...
upsetting this situation must be for your husband and your family and we can certainly sympathize with your circumstances.When such delays arise, we have guidelines in place that govern how we compensate our guests. We take into account how long the delay lasted and when the delay occurred. Our guidelines allow us to provide consistent treatment for all of our guests.We see that each guest has received lunch and dinner vouchers. Additionally, each guest who remains on the delayed flight will receive a $300 eTravel Credit, good for future travel on Hawaiian Airlines. Information regarding these eTravel Credits will be provided upon boarding of the flight.If your family will incur a penalty for a car rental pick up or hotel reservation due to their delayed arrival, please send us a copy of the receipt for our consideration. The receipt may be faxed to us at [redacted] or attached as a document to an email ([redacted]). Be sure to include your case number CN-[redacted] in the subject line. This compensation is consistent with our guidelines and we're unable to offer any further compensation. In regards to your baggage fee refund from your trip that you had taken in October, we see that a refund of $25 was processed to your credit card account ending in 3550 on October 27. Please verify with your bank that the refund was received. We apologize for the misunderstanding that occurred regarding the refund.We appreciate the opportunity to respond to you, and we thank you for flying with us.Sincerely,Lawrence K[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Hello, I am not looking for a refund but I would like to get a formal response from them on their business practices. I would also like to understand the following:1) How do they justify the $200 per person rebooking fee? Are they paying someone $200 to make a change in the...
computer? 2) How do they justify the $25 per person for "handling chgs."? What does it entail? Thank you,[redacted]
Although our records show you received an Extra Comfort seat, as a courtesy, we issued you a $35 eTravel Credit and authorized a $35 refund. Your refund was processed on August 4, 2015 to the...
card ending in 7496. However, as a gesture of goodwill, we're refunding the balance of $35, and we will void your credit. As we previously advised, all refunds are processed to the original form of payment for security reasons. Depending on your billing cycle, this transaction should appear on your next statement or the one thereafter.
Thank you for allowing us the opportunity to respond to your concerns.
this is what I received from them but to this date there has been no refund.Response By Email (03/11/2016 01:00 PM)Dear [redacted],We hope this e-mail finds your well!We are sorry to hear of the difficulty you have experienced on your hotel booking.We have refunded the amount of 728.15 USD back to your Visa ending in 5316.The refund should post to your account within 5 days.Please know that the refund is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Hawaiian Airlines Vacations for your travel needs.We appreciate your business and we hope you will provide us with a future opportunity to restore your confidence in our products and services.Sincerely,AllenHawaiian Airlines Vacations Customer Support
Aloha Ms. [redacted],Thank you for your patience with our response to you. We recently received your attached medical waiver form. However, the signature of the physician on the form is missing. Please re-send the form signed by physician, or you may provide a signed doctor's note on your...
doctor's letterhead, and we will be able to continue with your case. Also, the flight information regarding your $200 change fee is flight 10 on July 9, 2017 on record locator [redacted]. Ms. [redacted], we look forward to hearing from you soon. Thank you again for choosing Hawaiian Airlines. Sincerely,Matthew V[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
[redacted]Aloha Ms. [redacted],We received your complaint from the Revdex.com (Revdex.com) on January 29. We’re very sorry to learn about your delayed baggage and...
carseat. As a customer, you are our valued guest. I understand your frustrations with the delay and how your situation was handled. I agree that it did take too long to address your complaint and we could have handled it better. We take experiences such as yours very seriously, and we will use your feedback to help us improve our service.Your case was forwarded to our Central Baggage Services Department and we understand that they were able to speak to Mr. [redacted]. They will be sending you a check for the value of the carseat. As a gesture of goodwill, 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 "[redacted]” to your accepted email recipient list so the email is not misdirected to your spam folder.Thank you for taking the time to let us know about your experience.Sincerely,Malia P[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs11/18/2015 - Case: CN-[redacted]Mr. [redacted] - [redacted]RE: [redacted]Aloha Mr. [redacted],We're sorry to hear of the difficulties you experienced while making your travel plans and apologize for any miscommunication that may...
have occurred. We have been in contact with our Australia General Sales, Reservations Department, and management team regarding your situation.We understand that you have been in contact with our Australia General Sales and the Reservations Department supervisors about your reservation and fare concerns. Although your tickets are nonrefundable and nontransferable, the Reservations Department has offered to waive the nonrefundable restriction and refund your tickets [redacted] ** in the original form of currency to the original credit card used as well as any transaction fees you incurred.Please contact our Reservations Department directly at [redacted] Monday through Friday from 9 am to 5 pm (AEDT). Outside of these hours, please contact [redacted]. They will assist you with your reservation questions and your refund. Thank you for taking the time to let us know about your experience.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Mr. [redacted]Aloha Mr. [redacted],We received your complaint to the Revdex.com. We're very sorry to learn that you were unable to redeem your certificate before it expired. We understand how upsetting this situation has been for you, especially since you...
faced a similar situation last year, and we do sympathize with your circumstances. However, the validity of your certificate was clearly advised during the application process and when your physical card arrived. The details are also made available when you login to your HawaiianMiles account. Although we're unable to reinstate your certificate, as a one-time courtesy, we're issuing you a $100 eTravel Credit, good for future travel on Hawaiian Airlines. Your credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days.Please know that your travel credit will expire one year from the date of issuance and the email will clearly advise of the date. You will not receive a reminder to redeem the courtesy credit, so we highly recommend noting the expiration date once you receive the email.Thank you for choosing Hawaiian Airlines. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
10/10/2016 - Case: CN-[redacted] Revdex.com Complaint #[redacted] [redacted] - [redacted] Aloha Mr. [redacted], We received your complaint from the Revdex.com (Revdex.com) on September 23. We’re very sorry to hear that you were unable to select your seat assignments together...
prior to your flight. I understand how important having seats together are for our guests. Seats are made available on a first-come, first-serve basis, 330 days in advance of the flight date. Some seats are held for assignment on the day of departure to accommodate customers with special needs. The earlier in advance that you book your flights, the better your chances are of getting your preferred seating. We see that your tickets were booked on September 4. We appreciate your comments and will use them to improve our service. We thank you for sharing your feedback with us and for choosing Hawaiian Airlines. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
[redacted] On behalf of Hawaiian Airlines, we apologize for the poor service you received when you tried to rebook your ticket. The agent at Lihue should have explained that unused Hawaiian Airlines tickets...
remain valid for a year from the date of purchase and may be rebooked by paying the change fee, plus any fare difference. Thus, you should have been given the option to purchase a new one-way ticket and hang on to your round-trip ticket for a later date. We take incidents like this seriously, and we are sharing this matter with our Lihue management team to help us improve our service. As you requested, we are refunding $126 to the card ending in [redacted]. This transaction should appear on your next statement or the one thereafter.As an additional courtesy for the rude service you received, we are also issuing you a $100 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. Thank you for taking the time to share your experience with us. We appreciate the opportunity to respond to your concerns. Sincerely, Matthew L[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted],We received your compliant to the Revdex.com. On behalf of Hawaiian Airlines, we're sorry to hear about your experience checking in for our flight.It may seem that we enforced our rules for check-in times too strictly. However, breaking the check-in rule...
for one guest would inconvenience the other guests on board. We must do everything possible to ensure an on-time departure, so all guests arrive at their destinations comfortably. Although we're unable to honor your refund request, as a courtesy, we're issuing three $100 eTravel Credits, 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. Please know Flight ** was closed and secured for an on-time departure. However, due to a last minute maintenance issue the flight was temporary delayed and passengers did not deplane.Thank you for choosing Hawaiian Airlines.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because they are offering me $100 credit for a future flight. I would like to request a credit of my mileage used. Thank you for your time.
Sincerely,
[redacted]
Aloha, We have forwarded the guest's concern to the partner handling the Hawaiian Airlines Vacation Package. We see that the guest was unhappy with the $200 change fee and fare difference. Therefore, guest was refunded for hotel and airfare as a courtesy. The original message was sent to the...
guest on September 8, 2017:Message From Consumer Affairs9/8/2017 - Case: CN-[redacted] - [redacted]Aloha Ms. [redacted],We’re very sorry to learn that you had an unpleasant experience with a Hawaiian Airlines reservations agent while changing your travel plans. As a customer, you are our valued guest. I understand that you were disappointed and empathize with your circumstances. We’re always concerned when guests are on hold for a long time or we take too long to process a request. We have shared your feedback with our Reservations management team who is constantly trying to improve our processes to ensure that we can handle calls as efficiently as possible, with courtesy and aloha.I reviewed your reservation and see that your purchased a Hawaiian Airlines Vacation Package. After further review, I also see that you were contacting our Reservations Department. For future travels, we recommend calling the Hawaiian Airlines Vacation Package directly at [redacted] for package changes, cancellations, or other inquiries. Thank you for taking the time to let us know about your experience.Sincerely,Brianne R[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
When a Hawaiian Airlines employee provides a non-revenue space available ticket (also known as an employee pass) for someone, they must be the purchaser of the ticket. When purchasing the ticket, they must agree to all Terms and Conditions that go along with the purchase of the employee pass ticket. They are also responsible for relaying this information to the person who is traveling on this ticket.All Terms and Conditions for employee pass travel is also found on our internal employee website. On our website, it states that pass travelers are NOT entitled to interim expenses for baggage claims.We hope this additional information was helpful.Sincerely,Lawrence K[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because:$50 does not seem like a reasonable travel credit considering the over all cost to fly with Hawaiian Air, let alone travel to Hawaii and having a poor experienced based on not feeling well as a result the sinus infection which resulted from the environment we were subjected to. Not to mention that I have yet to fully recover. I think you can clearly do better than what you are offering. I do not consider this matter closed. I would also like to confirm that I did in fact take photos of the condition and the other conditions mention in my complaint. I do not appreciate having my concerns dismissed or invalidated based on someone opinion after the fact. I am fully willing to proceed to small claims to cover any losses that I may be entitled to regarding this matter, however as a courtesy wanted to give Hawaiian Airlines the opportunity to resolve this matter with me directly first. And with a solution that we both consumer and business can feel good about.If we are not able to come to some type of resolution I will move forward with other means of resolving this issue.
Sincerely,
[redacted]
[redacted]Dear Ms. [redacted],We received your complaint to the Revdex.com today.On behalf of Hawaiian Airlines, we're very sorry for the error that was made when your tickets were exchanged by our Reservations Department. As a customer,...
you are our valued guest, so there's never an acceptable excuse when you receive poor service.As requested, we're refunding a total of $102.07 for the taxes that were collected for your original flights that were scheduled through Australia. The refund will be processed to the original form of payment (card number ending in 1002). Depending on your billing cycle, this transaction should be reflected on your next statement or the one thereafter. We appreciate the opportunity to assist you with this matter, and we thank you for flying with us.Sincerely,[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted],
We
received your complaint to the Revdex.com. We’re sorry to learn of your unpleasant
experience with our Reservations Department
and for any misunderstanding there may have been. As a customer, you are
our valued guest, so there’s never an acceptable...
excuse when you receive poor
service.
For
auditing purposes, all correspondence with our office must be done via email or
letter.Regretfully, we’re
unable to call you as requested.
We see
you were not charged any baggage fees, however, as a courtesy; we’re issuing
you a $25 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.
Our
records show on May 6 you purchased a roundtrip ticket to Maui using your
credit card and HawaiianMiles. Unfortunately, your credit card declined. An
email notification was sent to you at May 6.
Because
we did not receive a response our Reservations Department called you on May 10.
They requested a new form of payment but, unfortunately, you were unable to
provided one. Our records show, as a goodwill gesture, they offered to hold
your tickets until May 12. We see you were advised if your payment was not
received by May 12 your tickets would automatically be cancelled.
Although
we’re happy to hear that you confirmed your tickets with a new credit card on
May 15, we certainly understand your frustration. We have shared your
experience with our Reservations Department Manager for his internal review.
Thank
you for choosing Hawaiian Airlines.
Sincerely,
Resolution
Coordinator
Hawaiian Airlines, Consumer Affairs Office
Aloha,We referred this case to our Claims Department on February 2, 2016, and we are awaiting the results of their investigation.As a courtesy, the complainant Mr. [redacted] has been given a waiver for two free bags on an upcoming trip with us. thanks,Matthew IshidaResolution CoordinatorHawaiian...
airlines, Consumer Affairs [email protected]
Aloha Ms. [redacted], We received your complaint to the Revdex.com, and we thank you for your patience while awaiting our response. It may seem that we enforced our boarding times too strictly. However, breaking the boarding rules for one guest would inconvenience the other guests on...
board. We must also do everything possible to ensure an on-time departure, so all guests arrive at their destinations comfortably. Guests arriving at the boarding gate less than 30 minutes prior to departure may be denied boarding and re-ticketed on a later flight. For detailed information visit the Airport Check-in Time page at our website. We confirmed that our agents paged for you over the airport public announcement system numerous times. Regrettably, we see you arrived at our boarding gate at 2:40 p.m. and your scheduled departure was at 2:50 p.m. Unfortunately, due to your late arrival, we were unable to accommodate you on Flight 2. I understand you shared the details of your delayed arrival with our agents. You advised that you were delayed due to vomiting in the bathroom. You were then advised that we would need to contact our medical provider to clear you for travel and, if cleared, we would place you on our standby list for the next available flight. We verified that you denied this offer and demanded that we purchase you a new ticket on United Airlines instead, which we could not do. Ms. [redacted], I understand how frustrating this situation must have been for you, especially since you weren't feeling well, and can certainly sympathize with your circumstances. Because you elected to no longer travel with us, your return flight remains unused and available for you to rebook for a later travel date. As a courtesy, we will waive your future change fee of $200. You will, however, be responsible for any difference in fare for your new flight from Honolulu to Los Angles. You must also rebook by August 3, 2018 and may select travel dates up to 330 days in advance. Unfortunately, we're unable to grant your refund request. When you're ready to rebook your flight, please call our Reservations Department toll-free (within the U.S. and Canada) at [redacted] and refer to your electronic ticket number [redacted]. As a valued guest, we appreciate you taking the time to share your experience with us. In all cases, we will use your feedback to help us improve our service and we look forward to serving you again in the future. Thank you for choosing Hawaiian Airlines. Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
[redacted] - [redacted]Aloha Mr. [redacted],We received your complaint to the Revdex.com on October 23. We apologize that we're unable to phone you as requested. For auditing purposes, all correspondence with Consumer Affairs must be handled in writing. On behalf...
of Hawaiian Airlines, we're truly sorry for the poor service that you received from our customer service agents. As a customer, you are our valued guest, so there's never an acceptable excuse when you receive poor service.Please know that we take this situation very seriously. We understand your frustration and have shared your experience with our HawaiianMiles Marketing Manager for his review. We'll continue to coach our employees to provide the high-quality, friendly service that you should have received.We see that although you did not qualify for the promotion, as a goodwill gesture, [redacted] has posted 900 miles to your account.Additionally, we're issuing you 2,500 HawaiianMiles. Please allow up to 14 business days for this transaction to be completed.We thank you for taking the time to let us know about your experience, and we thank you for being a HawaiianMiles member. Sincerely,Lawrence K[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
[redacted] - [redacted]Aloha Ms. [redacted],We received your complaint to the Revdex.com today.On behalf of Hawaiian Airlines, we're very sorry for your family's flight delay to Honolulu today. As a customer, you are our valued guest. We understand how frustrating and...
upsetting this situation must be for your husband and your family and we can certainly sympathize with your circumstances.When such delays arise, we have guidelines in place that govern how we compensate our guests. We take into account how long the delay lasted and when the delay occurred. Our guidelines allow us to provide consistent treatment for all of our guests.We see that each guest has received lunch and dinner vouchers. Additionally, each guest who remains on the delayed flight will receive a $300 eTravel Credit, good for future travel on Hawaiian Airlines. Information regarding these eTravel Credits will be provided upon boarding of the flight.If your family will incur a penalty for a car rental pick up or hotel reservation due to their delayed arrival, please send us a copy of the receipt for our consideration. The receipt may be faxed to us at [redacted] or attached as a document to an email ([redacted]). Be sure to include your case number CN-[redacted] in the subject line. This compensation is consistent with our guidelines and we're unable to offer any further compensation. In regards to your baggage fee refund from your trip that you had taken in October, we see that a refund of $25 was processed to your credit card account ending in 3550 on October 27. Please verify with your bank that the refund was received. We apologize for the misunderstanding that occurred regarding the refund.We appreciate the opportunity to respond to you, and we thank you for flying with us.Sincerely,Lawrence K[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Hello, I am not looking for a refund but I would like to get a formal response from them on their business practices. I would also like to understand the following:1) How do they justify the $200 per person rebooking fee? Are they paying someone $200 to make a change in the...
computer? 2) How do they justify the $25 per person for "handling chgs."? What does it entail? Thank you,[redacted]
Aloha Mr. [redacted],
We received your complaint to the Revdex.com.
Although our records show you received an Extra Comfort seat, as a courtesy, we issued you a $35 eTravel Credit and authorized a $35 refund. Your refund was processed on August 4, 2015 to the...
card ending in 7496. However, as a gesture of goodwill, we're refunding the balance of $35, and we will void your credit. As we previously advised, all refunds are processed to the original form of payment for security reasons. Depending on your billing cycle, this transaction should appear on your next statement or the one thereafter.
Thank you for allowing us the opportunity to respond to your concerns.
Sincerely,Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
this is what I received from them but to this date there has been no refund.Response By Email (03/11/2016 01:00 PM)Dear [redacted],We hope this e-mail finds your well!We are sorry to hear of the difficulty you have experienced on your hotel booking.We have refunded the amount of 728.15 USD back to your Visa ending in 5316.The refund should post to your account within 5 days.Please know that the refund is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Hawaiian Airlines Vacations for your travel needs.We appreciate your business and we hope you will provide us with a future opportunity to restore your confidence in our products and services.Sincerely,AllenHawaiian Airlines Vacations Customer Support
Aloha Ms. [redacted],Thank you for your patience with our response to you. We recently received your attached medical waiver form. However, the signature of the physician on the form is missing. Please re-send the form signed by physician, or you may provide a signed doctor's note on your...
doctor's letterhead, and we will be able to continue with your case. Also, the flight information regarding your $200 change fee is flight 10 on July 9, 2017 on record locator [redacted]. Ms. [redacted], we look forward to hearing from you soon. Thank you again for choosing Hawaiian Airlines. Sincerely,Matthew V[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
[redacted]Aloha Ms. [redacted],We received your complaint from the Revdex.com (Revdex.com) on January 29. We’re very sorry to learn about your delayed baggage and...
carseat. As a customer, you are our valued guest. I understand your frustrations with the delay and how your situation was handled. I agree that it did take too long to address your complaint and we could have handled it better. We take experiences such as yours very seriously, and we will use your feedback to help us improve our service.Your case was forwarded to our Central Baggage Services Department and we understand that they were able to speak to Mr. [redacted]. They will be sending you a check for the value of the carseat. As a gesture of goodwill, 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 "[redacted]” to your accepted email recipient list so the email is not misdirected to your spam folder.Thank you for taking the time to let us know about your experience.Sincerely,Malia P[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs11/18/2015 - Case: CN-[redacted]Mr. [redacted] - [redacted]RE: [redacted]Aloha Mr. [redacted],We're sorry to hear of the difficulties you experienced while making your travel plans and apologize for any miscommunication that may...
have occurred. We have been in contact with our Australia General Sales, Reservations Department, and management team regarding your situation.We understand that you have been in contact with our Australia General Sales and the Reservations Department supervisors about your reservation and fare concerns. Although your tickets are nonrefundable and nontransferable, the Reservations Department has offered to waive the nonrefundable restriction and refund your tickets [redacted] ** in the original form of currency to the original credit card used as well as any transaction fees you incurred.Please contact our Reservations Department directly at [redacted] Monday through Friday from 9 am to 5 pm (AEDT). Outside of these hours, please contact [redacted]. They will assist you with your reservation questions and your refund. Thank you for taking the time to let us know about your experience.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office