[redacted]
[redacted]Re: ID # [redacted]- Hawaiian Airlines, IncHello,I must have missed the required response from your last message.As far as I am concerned, the matter has NOT been adequately resolved.Hawaiian Airlines forwarded us two vouchers for travel on their airline which is virtually worthless to us as we have no intention of travelling with that carrier ever again. These were not even transferable to another party.I had asked for a credit in the same amount to the card used to make the purchase which they declined. Thank you,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Chad [redacted]
5/3/2016 - Case: CN-[redacted] - [email protected] Aloha Ms. [redacted], We're sorry to hear that you are disappointed with our response. As you requested, we have asked our Reservations Department to reach out to you by phone to assist with booking. Please note, though, we...
cannot guarantee that mileage awards will be available for your preferred flights at the preferred number of miles. A one-way coach ticket from North America to Hawaii may require redemption of up to 40,000 miles. More information about booking award travel may be found here. We appreciate the opportunity to respond to your concerns. Sincerely, Matthew L[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: It's asinine that a business can change an order from a consumer 4 months ;ater which in turn makes the consumer incur additional cost as a result of the business
Sincerely,
[redacted]
This response back from Hawaiian is not correct and again is an insult to a customer. Spending numerous hours with supervisors and agents and you document a voice mail? very disappointed and would have kept my extra comfort seats and were given away by a fraudulent and misleading web site that your agents had confirmed with me during one of a dozen calls.
Aloha Mr. [redacted],We apologize if our response of April 21 wasn't received. I have attached it at the end of this email for your reference.Although the seats for award tickets are limited and cannot be guaranteed on any route, date or flight, we have authorized seats for Mr. [redacted] for his trip from New York to Kahului in February 2016. Our Reservations Department has left a message for Mr. [redacted] to contact them to make arrangements for the award tickets.Mr. [redacted], we appreciate Mr. [redacted] for choosing to fly with us. We look forward to welcoming him on board his upcoming flights.Sincerely,[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeAloha Mr. [redacted],
We're sorry to learn of
Mr. [redacted]'s disappointment about the availability of award
tickets through our HawaiianMiles program.
Although we're unable to offer seats for preferred dates and destinations,
please be assured that we have shared his concerns with our HawaiianMiles and
Partnerships and Alliance management teams for their internal review.
Award seats are subject
to availability for each award level. We are unable to guarantee availability
of award tickets on any flight or date. Hawaiian Airlines may change seat
availability for award travel without notice. For more information, our HawaiianMiles
Terms & Conditions may
be viewed on our website.
As a courtesy, we are
issuing Mr. [redacted] a $100 eTravel Credit, good for
future travel on Hawaiian Airlines. He will be receiving an email with his
credit information, instructions for redemption and Terms and Conditions within
5 - 7 business days.
Mr. [redacted], we thank Mr. [redacted] for choosing Hawaiian Airlines.
We look forward to serving him in his future travels.
Tell us why Message From Consumer Affairs 5/25/2017 - Case: [redacted] Ave [redacted]-5131 USA Aloha Ms.[redacted], Thank you very much for your response. I apologize for not leaving any email address to correspond to.I also realizethat it may be...
frustrating when you aren’t able to speak with us personally. However, we are unable to be contacted by phone. For auditing purposes, all correspondence with our office must be done via email or letter. I'm sorry to learn that you were unable to travel as scheduled.As a courtesy, we have issued a refund on your ticket ([redacted]) less $50 to the credit card ending in 5702 . This transaction should be reflected on your next statement or the one thereafter.Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of payment. Along with your refund we are also reinstating your unused companion certificate. Thank you for choosing Hawaiian Airlines and we look forward to having you as a guest in the near future. Sincerely, Kimberly J[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I appreciate very much that Revdex.com has provided a quick and efficient channel connecting large businesses and individual, and I doubt if I can arrive in a fair resolution like this without your help.
Sincerely,
[redacted]
Aloha Mr. [redacted], We received your complaint to the Revdex.com. We're very sorry for any delay in our response, as we did not receive your requests prior to August 22. Please know our HawaiianMiles Service Center has updated your mailing preference to stop future...
emails. However, you may receive a few more as they were already queued for mailing. We've also reported the error you encountered on HawaiianAirlines.com while trying to unsubscribe. I assure you this will be addressed appropriately by our Web Support Team. Thank you for allowing us the opportunity to assist you with this matter. Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because:The customer service department and I exchanged emails. The customer service agent told me to purchase additional miles in order to reinstate my expired miles. I responded to the customer service agent, who then discounted the number of miles I needed to buy to reinstate my miles.I requested (again) to reinstate my miles without me having to purchase miles. I then received an email from Maegan G[redacted] who referenced the terms and conditions, and that the expiry date is notated on my mileage statement (it is not notated on the email, I would assume I have to log on, which I don't every month, before this is shown to me).The email ended with "Based on the facts of your case, we consider our decision to be fair and appropriate. Respectfully, we consider this matter closed".I felt pressured to purchase miles in order to not lose an amount of miles that would equal a full flight fare. I unwilling purchased the miles to ensure my miles would not be lost forever.
Sincerely,
[redacted]
Message From Consumer Affairs1/11/2016 - Case: CN-[redacted]Revdex.com Compaint ID [redacted] - [redacted]RE: [redacted]Aloha Mr. [redacted],We received your complaint to the Revdex.com (Revdex.com) today. We are sorry to hear of your...
situation. The tickets you purchased were nonrefundable and nontransferable. We show that our agents did advise you correctly. After reviewing the rules of your tickets, changes made after booking are possible for a service fee of $200 per ticket. You will also be responsible for any fare difference. However, I understand that your family is going through some financial issues. Although your tickets are nonrefundable, as a one time courtesy, we can offer you a refund less a service fee of $100 per ticket. If you would like to accept this offer, please advise us, and we can process the refund.Thank you for choosing Hawaiian Airlines.Sincerely,Malia P[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: Hawaiian Airlines agents knew of my booking and sold me on a lie. I am sorry I had full intention of flying first class which your agent convinced me to open up a credit card to get a discount on my 1st class ticket I was booking. I will not step down to coach because an agent gave me incorrect information.
Sincerely,
[redacted]
[redacted] - K[redacted][email protected] Aloha Ms. [redacted], We have received a copy of your complaint to the Revdex.com. We understand that you are disappointed that the cost of your multi-city itinerary went from $462.99 to $538 per person on the day you decided to...
book, then returned to $462.99 after you booked.Hawaiian Airlines fares are determined by supply and demand and may rise or fall at any time. If guests purchase tickets and then see the fare fall, they may contact our Reservations Department to apply for a Guaranteed Airfare Travel Credit, in which case the difference in fare is credited to them, less a $40 per ticket fee. We understand that you decided to book at the higher price of $538 per person because you were "afraid that the prices would continue to increase if I waited any further." You then decided to use your $100-off e-certificate, which our Reservations Department allowed as a courtesy, even though the terms and conditions disallow application to multi-city reservations. You were thus able to purchase one ticket at $538 and one ticket $437.95. We do not offer fare adjustments in the form of refunds. However, as a one-time courtesy, we are issuing you a $50 eTravel Credit representing the difference between $975.95 you paid and the $925.98 you would have paid if the lower fare had been in offered on the day you booked. 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. It is always possible that the price may rise, fall, or stay the same. Hawaiian Airlines offers Guaranteed Airfare Travel Credits but we are unable to offer any other accommodations in cases where the airfare falls after purchase or where the guests delays purchase, missing out on their preferred fare. Thank you for taking the time to contact us. A copy of this response will be filed with the Revdex.com at their request. Sincerely, Matthew L[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: if HAL is willing to have refunded me the baggage fee (if I had paid it), they should refund other consumers and discontinue the misleading emails or honor the 1st checked bag free if paid by a HAL credit card. Attached are the correspondence from the HAL Consumer Affairs office.
Sincerely,
[redacted]
Aloha
Ms. [redacted],
We
received your complaint to the Revdex.com.
On
behalf of Hawaiian Airlines, we apologize for any misunderstanding there may
have been regarding your gift [redacted].
Please
understand that gift certificates and gift [redacted]s are non-refundable,...
as stated
in the Terms
and Conditions, however, as a courtesy, we see you were authorized a refund
in the form in an eTravel Credit. Again, we apologize for any misunderstand
there may have been when our reservations agent attempted to verify
your gift [redacted] number.
As previously advised, we're issuing you a $191 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.
As an extended courtesy, for any inconvenience caused, we're issuing you and
Makai 500 HawaiianMiles to account numbers [redacted] and [redacted]. Please allow
up to 14 business days for the miles to be posted to your accounts.
Please
know we take experiences such as yours very serious and we will use your
feedback to help improve our service. We've shared your experience with
our Reservations managers for their internal review.
Thank you for choosing Hawaiian Airlines.
Sincerely,Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
I am so sorry it couldn't fit this is a continuation from my first complaint.I didn't get to mention that When I requested for a supervisor through the customer service rep I waited a couple of days and got no response so I had to call back and that where I got Carrie then demanded to to speak to a...
Manager and got Ver who was impatient and rude. As I was explaining to him the whole situation that I was going through and the stress it was causing he would continuously keep cutting me off and start explaining that he's sorry but there isn't anything they can do because they're not partners and I continued to keep trying to voice my concerns, questions and thoughts but he'd keep talking over my voice with then became more aggravating and we began having a upset tone with each other which is when I ended the call so it wouldn't escalate even more. I then called directly back to ** asking for information on what to do because I've been having a hard time with hawaiian so an ** rep called hawaiian herself to explain the situation then came back to me and said that she was going to connect the lines and there was a hawaiian rep that could help me all I need is to turn in my boarding pass to them after trave[redacted] to receive my families miles. I was really confused since everyone else already said no miles would be given so then she connected the call and ended her side when I was notified by the hawaiian rep that she's in reservation only it's not her call she transfer me to hawaiian miles?! I was upset and told her WHY did you say that I only need to bring my boarding pass if you don't even know? I demanded a manger again and specifically stated multiple times I don't want VER. I then have a supervisor answer hello this is VER can I help you?! We begin to argue and I have to keep saying more than 3x's STOP talking to me I don't want to speak to you give me your manager! still no transfer I ended that call, called back again asking for someone else FINALLY Brad calm guy but no help either.
Message From Consumer Affairs10/31/2016 - Case: CN-[redacted]Revdex.com Complaint Complaint #[redacted] [redacted] - [redacted]Aloha Ms. [redacted],We received your complaint to the Revdex.com today. We received your three letters and I'm very sorry you didn't...
receive a response from us due to an agent error. We reget to hear of your situation and hope Walter is doing better. Although your tickets are nonrefundable, as a courtesy, we can offer you a refund less a service fee of $100 per ticket. If you would like to accept this offer, please advise us, and we can process the refund. Once we process the refund, the miles for the upgrade will be redeposited as well. We look forward to hearing from you soon. Sincerely,Malia P[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Please review the response we have sent to the guest: [redacted]
[redacted]
[redacted]
[redacted]
Aloha Mr. [redacted], We received your reply from the Revdex.com.We're sorry to hear that you're disappointed with our response. I reviewed your reservation and see that we rebooked you and your family on flight 315 from Kahului to Honolulu arriving at 6:32 pm. Although your connecting flight was purchased on a separate ticket, we understand that you and your family traveled on [redacted] Airline flight [redacted] from Honolulu to Houston. We understand that you arrived to your final destination, Houston, on August 10, 2017, at 8:09 am. As mentioned previously, thelast carrier transporting them to their final destination is responsible for handling all claims and settlements. Therefore, we are unable to honor your request for compensation for this incident. For your convenience, we have forwarded your request to [redacted]. However, if you would like to file a claim, please contact [redacted]. 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 have reviewed your case and see thatno compensation was authorized for your delay. As a courtesy, we have issued each of you a $100 Travel Credits. We sincerelyapologizefor the difficulties we have caused you and your family. I definitely understand how uncomfortable your experience was and empathize with your circumstances. I assure you, your comments and email have been forwarded to the respective managers for review and coaching. Mr. [redacted], thank you for taking the time to share your experience with us. We hope to see you flying with us again. Sincerely, Brianne R[redacted] Resolution Coordinator Hawaiian [redacted], Consumer Affairs Office
[redacted] [redacted] [redacted] [redacted] Aloha Mr.[redacted], We received your complaint from the Revdex.com on July 14.I understand your disappointmentwith your change fees that you paid to...
change her reservations.Many passengers purchase non-refundable tickets, so fees and fare differenceswill apply if they have to change their travel plans.If you change to a flight with a seat available at the same price you paid for your original seat, you pay no difference in fare, only the change fee. If, however, you change to a flight that only has more expensive seats available, you must pay the change fee plus the difference in fares. Change fees cover the airline’s administrative costs and offset the risk that your seat will go unfilled as a consequence of your change.In the airline industry, change fees allow for better control over inventory and enable more travelers to fly at lower prices.Hawaiian Airlines will assist in providing customers with change fee waivers in cases of hospitalization, bereavement, or changes in military orders, providing that the proper documentation has been received. We want you to know that we hear your concerns about change fees and hope that this provides some clarity on why they exist.As a one timecourtesy, we are refunding half of your change fees of$100 per personto the credit card ending in 0374. This transaction should be reflected on your next statement or the one thereafter. Thank you for choosing Hawaiian Airlines. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
No, we do not have documentation regarding what we were informed by both the Hawaiian airlines customer service representative on the phone and the Hawaiian airlines manager at the ticket counter. We were only informed that it was noted in the complaint record we made with the Hawaiian airlines customer service representative on the phone. They did not provide us any paper work. Regards,[redacted]
[redacted]
[redacted]Re: ID # [redacted]- Hawaiian Airlines, IncHello,I must have missed the required response from your last message.As far as I am concerned, the matter has NOT been adequately resolved.Hawaiian Airlines forwarded us two vouchers for travel on their airline which is virtually worthless to us as we have no intention of travelling with that carrier ever again. These were not even transferable to another party.I had asked for a credit in the same amount to the card used to make the purchase which they declined. Thank you,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Chad [redacted]
5/3/2016 - Case: CN-[redacted] - [email protected] Aloha Ms. [redacted], We're sorry to hear that you are disappointed with our response. As you requested, we have asked our Reservations Department to reach out to you by phone to assist with booking. Please note, though, we...
cannot guarantee that mileage awards will be available for your preferred flights at the preferred number of miles. A one-way coach ticket from North America to Hawaii may require redemption of up to 40,000 miles. More information about booking award travel may be found here. We appreciate the opportunity to respond to your concerns. Sincerely, Matthew L[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: It's asinine that a business can change an order from a consumer 4 months ;ater which in turn makes the consumer incur additional cost as a result of the business
Sincerely,
[redacted]
This response back from Hawaiian is not correct and again is an insult to a customer. Spending numerous hours with supervisors and agents and you document a voice mail? very disappointed and would have kept my extra comfort seats and were given away by a fraudulent and misleading web site that your agents had confirmed with me during one of a dozen calls.
Aloha Mr. [redacted],We apologize if our response of April 21 wasn't received. I have attached it at the end of this email for your reference.Although the seats for award tickets are limited and cannot be guaranteed on any route, date or flight, we have authorized seats for Mr. [redacted] for his trip from New York to Kahului in February 2016. Our Reservations Department has left a message for Mr. [redacted] to contact them to make arrangements for the award tickets.Mr. [redacted], we appreciate Mr. [redacted] for choosing to fly with us. We look forward to welcoming him on board his upcoming flights.Sincerely,[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeAloha Mr. [redacted],
We're sorry to learn of
Mr. [redacted]'s disappointment about the availability of award
tickets through our HawaiianMiles program.
Although we're unable to offer seats for preferred dates and destinations,
please be assured that we have shared his concerns with our HawaiianMiles and
Partnerships and Alliance management teams for their internal review.
Award seats are subject
to availability for each award level. We are unable to guarantee availability
of award tickets on any flight or date. Hawaiian Airlines may change seat
availability for award travel without notice. For more information, our HawaiianMiles
Terms & Conditions may
be viewed on our website.
As a courtesy, we are
issuing Mr. [redacted] a $100 eTravel Credit, good for
future travel on Hawaiian Airlines. He will be receiving an email with his
credit information, instructions for redemption and Terms and Conditions within
5 - 7 business days.
Mr. [redacted], we thank Mr. [redacted] for choosing Hawaiian Airlines.
We look forward to serving him in his future travels.
Tell us why Message From Consumer Affairs 5/25/2017 - Case: [redacted] Ave [redacted]-5131 USA Aloha Ms.[redacted], Thank you very much for your response. I apologize for not leaving any email address to correspond to.I also realizethat it may be...
frustrating when you aren’t able to speak with us personally. However, we are unable to be contacted by phone. For auditing purposes, all correspondence with our office must be done via email or letter. I'm sorry to learn that you were unable to travel as scheduled.As a courtesy, we have issued a refund on your ticket ([redacted]) less $50 to the credit card ending in 5702 . This transaction should be reflected on your next statement or the one thereafter.Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of payment. Along with your refund we are also reinstating your unused companion certificate. Thank you for choosing Hawaiian Airlines and we look forward to having you as a guest in the near future. Sincerely, Kimberly J[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I appreciate very much that Revdex.com has provided a quick and efficient channel connecting large businesses and individual, and I doubt if I can arrive in a fair resolution like this without your help.
Sincerely,
[redacted]
Aloha Mr. [redacted], We received your complaint to the Revdex.com. We're very sorry for any delay in our response, as we did not receive your requests prior to August 22. Please know our HawaiianMiles Service Center has updated your mailing preference to stop future...
emails. However, you may receive a few more as they were already queued for mailing. We've also reported the error you encountered on HawaiianAirlines.com while trying to unsubscribe. I assure you this will be addressed appropriately by our Web Support Team. Thank you for allowing us the opportunity to assist you with this matter. Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because:The customer service department and I exchanged emails. The customer service agent told me to purchase additional miles in order to reinstate my expired miles. I responded to the customer service agent, who then discounted the number of miles I needed to buy to reinstate my miles.I requested (again) to reinstate my miles without me having to purchase miles. I then received an email from Maegan G[redacted] who referenced the terms and conditions, and that the expiry date is notated on my mileage statement (it is not notated on the email, I would assume I have to log on, which I don't every month, before this is shown to me).The email ended with "Based on the facts of your case, we consider our decision to be fair and appropriate. Respectfully, we consider this matter closed".I felt pressured to purchase miles in order to not lose an amount of miles that would equal a full flight fare. I unwilling purchased the miles to ensure my miles would not be lost forever.
Sincerely,
[redacted]
Message From Consumer Affairs1/11/2016 - Case: CN-[redacted]Revdex.com Compaint ID [redacted] - [redacted]RE: [redacted]Aloha Mr. [redacted],We received your complaint to the Revdex.com (Revdex.com) today. We are sorry to hear of your...
situation. The tickets you purchased were nonrefundable and nontransferable. We show that our agents did advise you correctly. After reviewing the rules of your tickets, changes made after booking are possible for a service fee of $200 per ticket. You will also be responsible for any fare difference. However, I understand that your family is going through some financial issues. Although your tickets are nonrefundable, as a one time courtesy, we can offer you a refund less a service fee of $100 per ticket. If you would like to accept this offer, please advise us, and we can process the refund.Thank you for choosing Hawaiian Airlines.Sincerely,Malia P[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: Hawaiian Airlines agents knew of my booking and sold me on a lie. I am sorry I had full intention of flying first class which your agent convinced me to open up a credit card to get a discount on my 1st class ticket I was booking. I will not step down to coach because an agent gave me incorrect information.
Sincerely,
[redacted]
[redacted] - K[redacted][email protected] Aloha Ms. [redacted], We have received a copy of your complaint to the Revdex.com. We understand that you are disappointed that the cost of your multi-city itinerary went from $462.99 to $538 per person on the day you decided to...
book, then returned to $462.99 after you booked.Hawaiian Airlines fares are determined by supply and demand and may rise or fall at any time. If guests purchase tickets and then see the fare fall, they may contact our Reservations Department to apply for a Guaranteed Airfare Travel Credit, in which case the difference in fare is credited to them, less a $40 per ticket fee. We understand that you decided to book at the higher price of $538 per person because you were "afraid that the prices would continue to increase if I waited any further." You then decided to use your $100-off e-certificate, which our Reservations Department allowed as a courtesy, even though the terms and conditions disallow application to multi-city reservations. You were thus able to purchase one ticket at $538 and one ticket $437.95. We do not offer fare adjustments in the form of refunds. However, as a one-time courtesy, we are issuing you a $50 eTravel Credit representing the difference between $975.95 you paid and the $925.98 you would have paid if the lower fare had been in offered on the day you booked. 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. It is always possible that the price may rise, fall, or stay the same. Hawaiian Airlines offers Guaranteed Airfare Travel Credits but we are unable to offer any other accommodations in cases where the airfare falls after purchase or where the guests delays purchase, missing out on their preferred fare. Thank you for taking the time to contact us. A copy of this response will be filed with the Revdex.com at their request. Sincerely, Matthew L[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: if HAL is willing to have refunded me the baggage fee (if I had paid it), they should refund other consumers and discontinue the misleading emails or honor the 1st checked bag free if paid by a HAL credit card. Attached are the correspondence from the HAL Consumer Affairs office.
Sincerely,
[redacted]
Aloha
Ms. [redacted],
We
received your complaint to the Revdex.com.
On
behalf of Hawaiian Airlines, we apologize for any misunderstanding there may
have been regarding your gift [redacted].
Please
understand that gift certificates and gift [redacted]s are non-refundable,...
as stated
in the Terms
and Conditions, however, as a courtesy, we see you were authorized a refund
in the form in an eTravel Credit. Again, we apologize for any misunderstand
there may have been when our reservations agent attempted to verify
your gift [redacted] number.
As previously advised, we're issuing you a $191 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.
As an extended courtesy, for any inconvenience caused, we're issuing you and
Makai 500 HawaiianMiles to account numbers [redacted] and [redacted]. Please allow
up to 14 business days for the miles to be posted to your accounts.
Please
know we take experiences such as yours very serious and we will use your
feedback to help improve our service. We've shared your experience with
our Reservations managers for their internal review.
Thank you for choosing Hawaiian Airlines.
Sincerely,Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
I am so sorry it couldn't fit this is a continuation from my first complaint.I didn't get to mention that When I requested for a supervisor through the customer service rep I waited a couple of days and got no response so I had to call back and that where I got Carrie then demanded to to speak to a...
Manager and got Ver who was impatient and rude. As I was explaining to him the whole situation that I was going through and the stress it was causing he would continuously keep cutting me off and start explaining that he's sorry but there isn't anything they can do because they're not partners and I continued to keep trying to voice my concerns, questions and thoughts but he'd keep talking over my voice with then became more aggravating and we began having a upset tone with each other which is when I ended the call so it wouldn't escalate even more. I then called directly back to ** asking for information on what to do because I've been having a hard time with hawaiian so an ** rep called hawaiian herself to explain the situation then came back to me and said that she was going to connect the lines and there was a hawaiian rep that could help me all I need is to turn in my boarding pass to them after trave[redacted] to receive my families miles. I was really confused since everyone else already said no miles would be given so then she connected the call and ended her side when I was notified by the hawaiian rep that she's in reservation only it's not her call she transfer me to hawaiian miles?! I was upset and told her WHY did you say that I only need to bring my boarding pass if you don't even know? I demanded a manger again and specifically stated multiple times I don't want VER. I then have a supervisor answer hello this is VER can I help you?! We begin to argue and I have to keep saying more than 3x's STOP talking to me I don't want to speak to you give me your manager! still no transfer I ended that call, called back again asking for someone else FINALLY Brad calm guy but no help either.
Message From Consumer Affairs10/31/2016 - Case: CN-[redacted]Revdex.com Complaint Complaint #[redacted] [redacted] - [redacted]Aloha Ms. [redacted],We received your complaint to the Revdex.com today. We received your three letters and I'm very sorry you didn't...
receive a response from us due to an agent error. We reget to hear of your situation and hope Walter is doing better. Although your tickets are nonrefundable, as a courtesy, we can offer you a refund less a service fee of $100 per ticket. If you would like to accept this offer, please advise us, and we can process the refund. Once we process the refund, the miles for the upgrade will be redeposited as well. We look forward to hearing from you soon. Sincerely,Malia P[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Please review the response we have sent to the guest: [redacted]
[redacted]
[redacted]
[redacted]
Aloha Mr. [redacted], We received your reply from the Revdex.com.We're sorry to hear that you're disappointed with our response. I reviewed your reservation and see that we rebooked you and your family on flight 315 from Kahului to Honolulu arriving at 6:32 pm. Although your connecting flight was purchased on a separate ticket, we understand that you and your family traveled on [redacted] Airline flight [redacted] from Honolulu to Houston. We understand that you arrived to your final destination, Houston, on August 10, 2017, at 8:09 am. As mentioned previously, thelast carrier transporting them to their final destination is responsible for handling all claims and settlements. Therefore, we are unable to honor your request for compensation for this incident. For your convenience, we have forwarded your request to [redacted]. However, if you would like to file a claim, please contact [redacted]. 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 have reviewed your case and see thatno compensation was authorized for your delay. As a courtesy, we have issued each of you a $100 Travel Credits. We sincerelyapologizefor the difficulties we have caused you and your family. I definitely understand how uncomfortable your experience was and empathize with your circumstances. I assure you, your comments and email have been forwarded to the respective managers for review and coaching. Mr. [redacted], thank you for taking the time to share your experience with us. We hope to see you flying with us again. Sincerely, Brianne R[redacted] Resolution Coordinator Hawaiian [redacted], Consumer Affairs Office
[redacted] [redacted] [redacted] [redacted] Aloha Mr.[redacted], We received your complaint from the Revdex.com on July 14.I understand your disappointmentwith your change fees that you paid to...
change her reservations.Many passengers purchase non-refundable tickets, so fees and fare differenceswill apply if they have to change their travel plans.If you change to a flight with a seat available at the same price you paid for your original seat, you pay no difference in fare, only the change fee. If, however, you change to a flight that only has more expensive seats available, you must pay the change fee plus the difference in fares. Change fees cover the airline’s administrative costs and offset the risk that your seat will go unfilled as a consequence of your change.In the airline industry, change fees allow for better control over inventory and enable more travelers to fly at lower prices.Hawaiian Airlines will assist in providing customers with change fee waivers in cases of hospitalization, bereavement, or changes in military orders, providing that the proper documentation has been received. We want you to know that we hear your concerns about change fees and hope that this provides some clarity on why they exist.As a one timecourtesy, we are refunding half of your change fees of$100 per personto the credit card ending in 0374. This transaction should be reflected on your next statement or the one thereafter. Thank you for choosing Hawaiian Airlines. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
No, we do not have documentation regarding what we were informed by both the Hawaiian airlines customer service representative on the phone and the Hawaiian airlines manager at the ticket counter. We were only informed that it was noted in the complaint record we made with the Hawaiian airlines customer service representative on the phone. They did not provide us any paper work. Regards,[redacted]