Message From Consumer Affairs11/20/2015 - Case: CN-[redacted]Aloha Mr. [redacted],We're sorry to hear about your experience with the HawaiianMiles Service Center. As a customer, you are our valued guest, so there’s never a good excuse when this happens. We...
understand your frustration with your entire experience, especially with not receiving a call back. We have forwarded your e-mail to the HawaiianMiles Manager for her review. We see that your 70,000 HawaiianMiles were redeposited to your account on November 10, 2015.As a gesture of goodwill, we are issuing you 1000 HawaiianMiles. Please allow up to 14 business days for the miles to be posted to your account.Thank you for choosing Hawaiian Airlines.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
The drone damage and flight schedule change are addressed in the response copied below to Revdex.com case number #[redacted]. Please let us know if require additional clarification. 7/1/2016 - Case: CN-[redacted] - [redacted]Aloha Mr. [redacted],On behalf of Hawaiian Airlines, we're sorry to hear about your poor experience with us. As a courtesy for an earlier incident, for your trip departing June 12, we waived the first checked bag fee for each passenger on both legs of your itinerary. Although the waiver was for one bag per person, our agents in Portland allowed you to check two bags per person free. As a courtesy, we will honor this for return flight as well, and we are refunding the $35 paid for the fourth bag in Lihue. The refund will go back to the card ending in [redacted] and should appear on your next statement or the one thereafter. We're also sorry to hear about the damage to a drone controller which was in your checked baggage. Because there is always potential for damage when checking fragile items, Hawaiian Airlines is not liable for electronic items placed in checked baggage. More information about our exclusions to liability may be found in the Contract of Carriage. We're also sorry to hear that you were not notified of the schedule change affecting Flight [redacted]. On February 26, 2016, the departure time for your flight on June 19 was changed from 11:59 am to 10:25 am. Since your tickets were booked through a travel agency, the travel agency should have notified you about this change.We understand that the change was unexpected and led to additional fees charged by your rental car company. Although we cannot reimburse the fees collected by your rental car company, as a gesture of goodwill, we are issuing you a travel credit for $180, 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.Finally, we understand that your family members [redacted] and [redacted] had a suitcase and a stroller damaged. We have opened a new case for them,CN-[redacted], and forwarded the matterto our Central Baggage Services Department for resolution. If you would like to follow up on the status of your case, please contactCentral Baggage Servicesdirectly at [redacted] daily from 6:00 a.m. to 6:00 p.m. (Hawaii Standard Time), 7 days a week, including holidays.Thank you for taking the time to share your experience with us.Sincerely,Matthew L[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted],We're sorry you didn't receive our email of June 6, 2016 and July 1, 2016 about Ms. [redacted]'s tickets. Our records show they were emailed to the address we had on file: [redacted]. We have placed them in the U.S. Mail to your P.O. Box address, and we ask for...
your patience as you await their arrival.We regret that Ms. [redacted] wasn't able to travel as planned. We wish her a speedy recovery.As a goodwill gesture, although her tickets are non-refundable, we can offer you a refund of Los Angeles-Lihue roundtrip ticket less a $100 service fee, and a refund of her Lihue-Honolulu roundtrip ticket less a $30 service fee. Please let us know if you would like to accept this offer, and we can process the refunds for you.Ms. [redacted], we look forward to hearing from you about Ms. [redacted]'s tickets and continuing with your case.Sincerely,Ron A[redacted]Resolution Coordinator Hawaiian [redacted], Consumer Affairs Office
We received your complaint to the Revdex.com and we thank you for your patience while awaiting our response.
We're sorry to learn of your unpleasant experience and for any misunderstanding there may have been. We see that...
you purchased 18,000 HawaiianMiles online and agreed to the $532.12 fee. Shortly thereafter, we see that you redeemed the purchased miles (18,000), plus 42,000 miles you already had, and agreed to the fares and taxes associated with the four one-way tickets.
Although we're unable to honor your compensation request, as a 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.
Thank you for taking the time to share your experience with us.
Aloha Mr. [redacted]While we are sorry to hear that your items are missing, some of your items are excluded from liability. All airlines impose limitations on liability for certain items checked in as baggage or included in checked baggage. Please see our contract of carriage for more information. We also understand that the batteries you packed are considered lithium ion and are not allowed in checked luggage. Our Central Baggage Services Department has been in contact with you and continues to work on your claim. Please continue to work with them and contact them directly at [redacted] daily from 4:00 a.m. to 10:00 p.m. (Hawaii Standard Time), 7 days a week, including holidays.We also see that the Transportation Security Administration has contacted you and advised of your options for filing a claim with them as well. Please contact them directly for assistance. Thank you for taking the time to contact us.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted], We received your complaint to the Revdex.com. We thank you for taking the time to contact us regarding your card benefits. We apologize for any misunderstanding there may have been regarding your card benefits. Please know that your complimentary first bag...
waiver does not apply to tickets that were purchased a part of a vacation package or through a travel agency. These terms and conditions are provided during the application process and again when the physical card is delivered. Nonetheless, I can certainly understand your frustration and apologize for the inconvenience you may have faced. Although we're unable to offer you double HawaiianMiles, I have authorized our customer service agents in Honolulu and San Diego to waive your first bag fee on Flight 16 and 15 ($25 value per flight). Please allow yourself extra time to check-in with a customer service agent so they can manually waive your bag fees. We appreciate you choosing to fly with Hawaiian Airlines and hope you’re able to extend us another opportunity to serve you in the future. Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted],Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, we're sorry to learn about your poor experience with our partners handling your vacation package. As customers, you are our valued guests. We're concerned that you were not notified that...
three swimming pools were closed while you booked this vacation package. I understand that you expected these pools as part of your amenities and can truly empathize with your family's circumstances. Please know that we've shared this with our Travel Products Department for their review, in order to improve our services. After confirmation with our Vacation Packages Department, we see that your hotel and car was refunded on September 3 and your flights purchased were refunded on October 3. In addition, the Hawaii Vacation Waiver was also refunded on October 3. All refunds are processed back to the original form of payment. Ms. [redacted], I appreciate the opportunity to assist you with this matter. We thank you again for choosing Hawaiian Airlines.Sincerely,Matthew V[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted], On behalf of Hawaiian Airlines, we're very sorry to learn about your unpleasant experience on your recent trip with us and that your baggage did not arrive first on the carousel. As a First Class passenger, you are our valued guest, so there’s never an acceptable excuse...
when you receive poor service. I would certainly be disappointed to receive the customer service you experienced and empathize your circumstances. We're truly concerned about the attitude and professionalism you received while you checked in your bag. In situations like this, we expect our customer service agents to treat you with aloha and courtesy. We understand your frustrations and have forwarded your e-mail to the Honolulu and Phoenix Manager for their review. We take experiences such as yours very seriously, and we will use your feedback to help us improve our service. As you requested, our Refunds Department will refund $50 to the credit card ending with 8232. This transaction should appear on your next credit statement or the one thereafter. Mr. [redacted], thank you for taking the time to share your experience with us. Please accept our sincerest apology for the difficulties we have caused you. Sincerely, Brianne R[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Our responses to Mr. [redacted] are below.Aloha Mr. [redacted],Thank you for your communication and explaining our situation again. Unfortunately, we are still unable to honor your request for the decrease in fare that you have stated.We did investigate this incident with the Reservations...
Department and they have advised us that the issue is, when was the decrease information was known, which we are unable to determine on hearsay or a receipt with no dated information. The decrease information could have been advised by another person after the travels were completed.As a goodwill gesture, we have issue you a $100 eTravel Credit per person. The eTravel Credits are 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 hope that you understand our position, and thank you for your patience in this matter. We do look forward to serving you on a future Hawaiian Airlines flight.Sincerely,[redacted]Assistant ManagerHawaiian Airlines, Consumer Affairs OfficeFrom:m[redacted]Sent:5/29/2015 3:44 PMTo:[redacted]Subject:Re: Hawaiian Airlines, Consumer Affairs Office - CN-[redacted]You apologized for any miscommunication. I must also apologize for not clearly explaining my reasoning. I will try again. You asked me to provide proof that sometime between December 10, 2014 when I made the reservation and April 26, 2016 when we went to Maui that the published fare for this reservation decreased by $1,112.20. I do not have the proof you ask for other than the document I previously submitted to you. The proof exists. The proof lies in Hawaiian Airlines computer history system. I understand that you may not personally have easy access to the computer memory. However, that proof can be extracted from the computer memory by the Hawaiian Airlines IT Department. Is it too much for me to kindly ask the IT Department to take a look at their data? I assure you that all the facts I stated are true. I did not fabricate the document I provided. I copied it from the screen of Hawaiian Airlines and then pasted it into Microsoft Word. I told you the truth about my telephone conversation prior to going to Maui. I do not know why the agreement and information was not entered into my record. Perhaps the computer was temporarily down. I am guilty of trusting the telephone agent to put the information into the record as she promised. I am guilty of not getting her name or the date of the telephone call. I am guilty of not making a better copy of the reduced fare online screen. I am sorry. I trusted Hawaiian Airlines but I did a poor job of verifying that trust. I understand that you do not have the authority to help me without documentation. So I ask again for you to refer my request up the line and to the IT Department for your in-house verification that in-fact the fare did go down between 12/10/2014 and 4/26/2015. It shouldn’t take more than a few keystrokes in a few moments by your IT senior technician. Thank you. From: Hawaiian Airlines: Consumer Affairs OfficeSent: Friday, May 29, 2015 12:46 PMTo: m[redacted]Subject: RE: Re: Hawaiian Airlines, Consumer Affairs Office - CN-[redacted] Aloha Mr. [redacted],Thank you for providing the attached documents. I apologize for any miscommunication with my previous email with the information that is needed.We are unable to use the attachment that you have provided. The attachment is an itinerary that could have been printed from another reservation prior to your original booking or created as a document on a computer. Also, the information does not show date it was made, where this information came from, and who is making the reservation.The information that we need to see is a document, for an example, a screen shot of the fare after your original reservation booking was made and prior to your travels. This will show detailed information that the fare did decrease prior to your travel and after your original fare booking.The reason for us needing this detailed information, is because you are requesting a credit for a past dated reservation that is no longer in our reservations system. In order for this to be a Guaranteed Air Fare (GAF), it needs to be done on a live reservation booking so the reservation can be recalculated and the eTravel Credit issued.Since this is a past dated we cannot see when or if the fare did decrease after your booking and before your travels. There is no documentation in your reservation of a call prior to travel, and if a GAF was extended to you, the reservation agents are trained to document the reservation when anyone calls for a GAF, then verify the lower fare, recalculate to the new lower fare during the call and save the reservation, then place the reservation into a GAF queue, and then an eTravel Credit generated by another agent, which none of this is documented or shown in your reservation.If you could provide the information needed, we would be glad to assist you further.Sincerely,[redacted]Assistant Manager,Hawaiian Airlines, Consumer Affairs
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] - [redacted]Aloha [redacted],We've received your concern through the Revdex.com. On behalf of Hawaiian Airlines, we're sorry to hear that your son is unable to travel as scheduled. Our best wishes go out to your son and the rest of your family during this...
time. We realize that it may 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.Please complete this medical waiver form, attach to your reply email or mail the printed form to the address below and we will be able to continue with your case.Hawaiian AirlinesConsumer Affairs OfficeP.O. Box 30008Honolulu, HI 96820You may also fax the form to: [redacted]Thank you for allowing me the opportunity to respond to you. We look forward to hearing from you soon.Sincerely,Matthew V[redacted]Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
5/14/2015 - Case: CN-[redacted]Aloha Ms. [redacted],We're sorry to hear that you're disappointed with the service you received from our Central Baggage Office. We have shared your feedback with their management team for their review. We see that when our...
customer service agent received the bag in San Jose, your bag was already damaged. Therefore, your claim was denied, and we are not able to replace your bag. We believe the baggage waiver for your return flight is fair and appropriate. Respectfully, Hawaiian Airlines considers this matter closed. Sincerely,[redacted]Sr. Resolution CoordinatorHawaiian Airlines, Consumer Affairs Officecc: Revdex.com 4/30/2014 - Case: CN-[redacted] Aloha Ms. [redacted], We are sorry to learn your check-in item was damaged upon arrival into Maui. We have shared your concerns with our respective management teams for their review. As a courtesy, we updated your reservation with a waiver for two normal sized bags for your return flight. Please be sure to check in with an agent. Our automated check in services will not detect the waiver. Thank you for choosing Hawaiian Airlines for your travel needs. Sincerely,[redacted] Sr. Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
From: Gord [mailto:[email protected]] Sent: Saturday, January 28, 2017 3:16 PMTo: [email protected]: [email protected]: Re: Hawaiian Airlines, Consumer Affairs Office - Travel Credit Issuance – [redacted] Revdex.com complaint #[redacted]just to clarify. The e certificates have a expiration date of Jan 28, 2018. So if we book a flight on Jan 28, 2018, we are able to book a flight up to 330 days after that date. Is that correct? i.e. roughly to Dec 2018. I would have appreciated that an expiry date for the e travel certificates had been disclosed when making the offer to myself. e certificates/ gift cards etc. have NO expiry in Canada. Let me know about the dates.thanksGord M[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.
Thank you for your help in bringing my situation to the attention of the appropriate people. I appreciate your help.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Message From Consumer Affairs10/26/2017 - Case: CN-[redacted] - [redacted]Aloha Ms. [redacted],Thank you for taking the time to contact us. We appreciate your patience in awaiting our response and have received your complaint from the Better...
Business Bureau. I regret to hear that you were unable to travel as scheduled.I'm sorry for the misinformation you may have received from a Hawaiian Airlines chat agent on September 19, 2017 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. I understand your frustration and have forwarded your e-mail to the Manager of our Reservations Department for her review. We will continue to coach our employees to provide the high-quality, friendly service you should have received.Our records show that you contacted our Reservations Department on October 11, 2017, to cancel your scheduled travel on October 20, 2017, from Las Vegas to Honolulu, continuing on to Kahului. I have included a copy of your unused ticket below reflecting the OK status for your records.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. Although your ticket is nonrefundable, as a courtesy, for the inconvenience you experienced, we have authorized our Reservations Department to waive your change fee of $200. You will be required to pay any additional fare difference.When you are ready to rebook your flights, please call our Reservations Department toll-free (within the U.S. and Canada) at 1-[redacted] and refer to your electronic ticket number 1732164128843.Your ticket is valid until September 18, 2018 to rebook, for travel as late as August 14, 2019. We recommend calling as soon as you know your new travel dates. If a refund is requested, we will consider refunding purchased tickets for Active duty US military passengers and their qualified dependents due an unexpected change in their schedule caused by their US military orders. In order to consider a change fee waiver or a refund, please submit a copy of your orders. You can reply to this email, mail or fax your orders to:Hawaiian AirlinesAttn: Consumer Affairs OfficeP.O. Box 30008Honolulu, HI 96820Fax: [redacted]I look forward to hearing back from you soon.Mahalo,Stephanie S[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I think that they should also refund the change fees but I found that this resolution is satisfactory to me.
Sincerely,
[redacted]
Message From Consumer Affairs2/5/2016 - Case: CN[redacted] - [redacted] [redacted] [redacted]
[redacted] Aloha Mr. [redacted],We received your complaints filed...
with the Department of Transportation (DOT) on January 29, 2016, and the Hawaii Revdex.com (Revdex.com) On February 2, 2016.We’re very sorry to learn that you had an unpleasant experience when you tried to check-in with your Emotional Support Animal on January 15 from Kahului to Lihue. We understand you spoke with our Kahului Airport agents, who advised you that your Emotional Support Animal letter was not valid.Before going into detail about this matter, we understand you requested to have your used ticket refunded (via Revdex.com). Although we're unable to grant this request, as a courtesy gesture, we're issuing you a $100 eTravel Credit. 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.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.Advance Notice§382.27 shows that we may require a passenger with a disability to provide up to 48 hours' advance notice and check in one hour before the check-in time for the general public, to receive the following services and accommodations - Transportation of an emotional support or psychiatric service animal in the cabinMedical Certificate§382.117 states that as a carrier, we must permit a service animal to accompany a passenger with a disability.If a passenger seeks to travel with an animal that is used as an emotional support or psychiatric service animal, we are not required to accept the animal for transportation in the cabin unless the passenger provides us current documentation (i.e., no older than one year from the date of the passenger's scheduled initial flight) on the letterhead of a licensed mental health professional (e.g., psychiatrist, psychologist, licensed clinical social worker, including a medical doctor specifically treating the passenger's mental or emotional disability) stating the following:(1) The passenger has a mental or emotional disability recognized in the Diagnostic and Statistical Manual of Mental Disorders—Fourth Edition (DSM IV);(2) The passenger needs the emotional support or psychiatric service animal as an accommodation for air travel and/or for activity at the passenger's destination;(3) The individual providing the assessment is a licensed mental health professional, and the passenger is under his or her professional care; and(4) The date and type of the mental health professional's license and the state or other jurisdiction in which it was issued. According to the letter you sent to the DOT, I couldn't find any missing items from the guidelines above. I looked over your travel records and see that you called us on January 14, the day prior to your scheduled departure. At this time, you let us know about traveling with your Emotional Support Animal. This was already within the 48-hour advance notice period.Our Reservations Department agent confirmed that they noted your reservations about traveling with an Emotional Support Animal. Although you advised our agent about emailing your letter for review, our agents did not confirm if your emailed letter was received, reviewed and accepted or not. They don't have the access to do so.When you arrived at the Kahului Airport, you showed us a letter using an electronic device. Our agent advised you that we needed it on letterhead from your doctor. We understand you were upset since you did not have a hard copy.At the ticket counter, our agents are trying to check-in a vast number of guests in a timely manner. I believe it would have really helped to receive your letter in advance. This way, we have adequate time to review and respond to you, prior to travel. If not, our airports are looking for the above guidelines so we can complete the check-in process and get you on your way, as quickly as possible. Although we believe we have not violated the parts above, we sincerely regret your disappointment. We intend on using your information to assist us with looking at improvements for the benefit of our guests. 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 (C–75)1200 New Jersey Avenue, SEWashington, DC 20590Phone #: 202-366-2220DOT Aviation Consumer Disability Hotline: 1-800-778-4838 (voice) or 1-800-455-9880 (TTY)Thank you for taking the time to let us know about your experience.Sincerely,Deborah F**Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted],We received your complaint to the Revdex.comOn behalf of Hawaiian Airlines, we're very sorry to learn that Flight 50 was delayed 1 hour and 50 minutes on March 12. As a customer, you are our valued guest. We understand that you were inconvenienced, and we take that very...
seriously.When such delays arise, we have guidelines in place that determine 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 that no compensation was authorized for Flight 50 on March 12. Although this is consistent with our guidelines, we realize how frustrating flight delays can be and we sympathize with your circumstances. We understand, due to our delay, that you're requesting a refund of 17,500 HawaiianMiles. However, we see that you remained with our delayed flight and traveled using your ticket so we're unable to grant your refund request. We apologize for any misunderstanding regarding our flight delay. However, we see you traveled on your original flight and received your original seat assignment. As previously advised, as a courtesy due to the issues you faced, we're issuing you a $100 eTravel Credit, good for future travel on Hawaiian Airlines. You may refer to your credit email sent on March 21, 2017 for your redemption instructions. Based on the facts of your case, we consider our decision to be fair and appropriate. Respectfully, we consider this matter closed. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted], We received your complaint to the Revdex.com. We understand that [redacted] missed his flight on June 30 due to car issues, and we do sympathize with his circumstances. However, we found that our reservations agents handled your request to change...
his flight appropriately. In situations like his, guests are still responsible for the applicable change fee and any difference in fare. However, as previously advised in our email dated July 5, as a courtesy, we have authorized our reservations department to waive [redacted]'s future change fee of $200. Unfortunately, we're unable to grant your refund request and he will be responsible for any difference in fare. To rebook, he may call our Reservations Department toll-free (within the U.S. and Canada) at [redacted] and refer to ticket number [redacted]. His ticket will remain valid for rebooking until May 17, 2017 and he may select travel dates up to 330 days in advance. For example, if he rebooks on May 17, 2017 he may select travel dates as late as April 12, 2018. We also confirmed with [redacted] Assistance that the policy you purchased does not cover vehicle problems. For additional details, you may contact [redacted] Assistance toll-free at [redacted] and refer to policy number [redacted]. Based on the facts of your case, we consider our decision to be fair and appropriate. Respectfully, we consider this matter closed. Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs11/20/2015 - Case: CN-[redacted]Aloha Mr. [redacted],We're sorry to hear about your experience with the HawaiianMiles Service Center. As a customer, you are our valued guest, so there’s never a good excuse when this happens. We...
understand your frustration with your entire experience, especially with not receiving a call back. We have forwarded your e-mail to the HawaiianMiles Manager for her review. We see that your 70,000 HawaiianMiles were redeposited to your account on November 10, 2015.As a gesture of goodwill, we are issuing you 1000 HawaiianMiles. Please allow up to 14 business days for the miles to be posted to your account.Thank you for choosing Hawaiian Airlines.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
The drone damage and flight schedule change are addressed in the response copied below to Revdex.com case number #[redacted]. Please let us know if require additional clarification. 7/1/2016 - Case: CN-[redacted] - [redacted]Aloha Mr. [redacted],On behalf of Hawaiian Airlines, we're sorry to hear about your poor experience with us. As a courtesy for an earlier incident, for your trip departing June 12, we waived the first checked bag fee for each passenger on both legs of your itinerary. Although the waiver was for one bag per person, our agents in Portland allowed you to check two bags per person free. As a courtesy, we will honor this for return flight as well, and we are refunding the $35 paid for the fourth bag in Lihue. The refund will go back to the card ending in [redacted] and should appear on your next statement or the one thereafter. We're also sorry to hear about the damage to a drone controller which was in your checked baggage. Because there is always potential for damage when checking fragile items, Hawaiian Airlines is not liable for electronic items placed in checked baggage. More information about our exclusions to liability may be found in the Contract of Carriage. We're also sorry to hear that you were not notified of the schedule change affecting Flight [redacted]. On February 26, 2016, the departure time for your flight on June 19 was changed from 11:59 am to 10:25 am. Since your tickets were booked through a travel agency, the travel agency should have notified you about this change.We understand that the change was unexpected and led to additional fees charged by your rental car company. Although we cannot reimburse the fees collected by your rental car company, as a gesture of goodwill, we are issuing you a travel credit for $180, 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.Finally, we understand that your family members [redacted] and [redacted] had a suitcase and a stroller damaged. We have opened a new case for them,CN-[redacted], and forwarded the matterto our Central Baggage Services Department for resolution. If you would like to follow up on the status of your case, please contactCentral Baggage Servicesdirectly at [redacted] daily from 6:00 a.m. to 6:00 p.m. (Hawaii Standard Time), 7 days a week, including holidays.Thank you for taking the time to share your experience with us.Sincerely,Matthew L[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted],We're sorry you didn't receive our email of June 6, 2016 and July 1, 2016 about Ms. [redacted]'s tickets. Our records show they were emailed to the address we had on file: [redacted]. We have placed them in the U.S. Mail to your P.O. Box address, and we ask for...
your patience as you await their arrival.We regret that Ms. [redacted] wasn't able to travel as planned. We wish her a speedy recovery.As a goodwill gesture, although her tickets are non-refundable, we can offer you a refund of Los Angeles-Lihue roundtrip ticket less a $100 service fee, and a refund of her Lihue-Honolulu roundtrip ticket less a $30 service fee. Please let us know if you would like to accept this offer, and we can process the refunds for you.Ms. [redacted], we look forward to hearing from you about Ms. [redacted]'s tickets and continuing with your case.Sincerely,Ron A[redacted]Resolution Coordinator Hawaiian [redacted], Consumer Affairs Office
Aloha Mr. [redacted],
We received your complaint to the Revdex.com and we thank you for your patience while awaiting our response.
We're sorry to learn of your unpleasant experience and for any misunderstanding there may have been. We see that...
you purchased 18,000 HawaiianMiles online and agreed to the $532.12 fee. Shortly thereafter, we see that you redeemed the purchased miles (18,000), plus 42,000 miles you already had, and agreed to the fares and taxes associated with the four one-way tickets.
Although we're unable to honor your compensation request, as a 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.
Thank you for taking the time to share your experience with us.
Sincerely,
Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted]While we are sorry to hear that your items are missing, some of your items are excluded from liability. All airlines impose limitations on liability for certain items checked in as baggage or included in checked baggage. Please see our contract of carriage for more information. We also understand that the batteries you packed are considered lithium ion and are not allowed in checked luggage. Our Central Baggage Services Department has been in contact with you and continues to work on your claim. Please continue to work with them and contact them directly at [redacted] daily from 4:00 a.m. to 10:00 p.m. (Hawaii Standard Time), 7 days a week, including holidays.We also see that the Transportation Security Administration has contacted you and advised of your options for filing a claim with them as well. Please contact them directly for assistance. Thank you for taking the time to contact us.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted], We received your complaint to the Revdex.com. We thank you for taking the time to contact us regarding your card benefits. We apologize for any misunderstanding there may have been regarding your card benefits. Please know that your complimentary first bag...
waiver does not apply to tickets that were purchased a part of a vacation package or through a travel agency. These terms and conditions are provided during the application process and again when the physical card is delivered. Nonetheless, I can certainly understand your frustration and apologize for the inconvenience you may have faced. Although we're unable to offer you double HawaiianMiles, I have authorized our customer service agents in Honolulu and San Diego to waive your first bag fee on Flight 16 and 15 ($25 value per flight). Please allow yourself extra time to check-in with a customer service agent so they can manually waive your bag fees. We appreciate you choosing to fly with Hawaiian Airlines and hope you’re able to extend us another opportunity to serve you in the future. Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted],Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, we're sorry to learn about your poor experience with our partners handling your vacation package. As customers, you are our valued guests. We're concerned that you were not notified that...
three swimming pools were closed while you booked this vacation package. I understand that you expected these pools as part of your amenities and can truly empathize with your family's circumstances. Please know that we've shared this with our Travel Products Department for their review, in order to improve our services. After confirmation with our Vacation Packages Department, we see that your hotel and car was refunded on September 3 and your flights purchased were refunded on October 3. In addition, the Hawaii Vacation Waiver was also refunded on October 3. All refunds are processed back to the original form of payment. Ms. [redacted], I appreciate the opportunity to assist you with this matter. We thank you again for choosing Hawaiian Airlines.Sincerely,Matthew V[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted], On behalf of Hawaiian Airlines, we're very sorry to learn about your unpleasant experience on your recent trip with us and that your baggage did not arrive first on the carousel. As a First Class passenger, you are our valued guest, so there’s never an acceptable excuse...
when you receive poor service. I would certainly be disappointed to receive the customer service you experienced and empathize your circumstances. We're truly concerned about the attitude and professionalism you received while you checked in your bag. In situations like this, we expect our customer service agents to treat you with aloha and courtesy. We understand your frustrations and have forwarded your e-mail to the Honolulu and Phoenix Manager for their review. We take experiences such as yours very seriously, and we will use your feedback to help us improve our service. As you requested, our Refunds Department will refund $50 to the credit card ending with 8232. This transaction should appear on your next credit statement or the one thereafter. Mr. [redacted], thank you for taking the time to share your experience with us. Please accept our sincerest apology for the difficulties we have caused you. Sincerely, Brianne R[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Our responses to Mr. [redacted] are below.Aloha Mr. [redacted],Thank you for your communication and explaining our situation again. Unfortunately, we are still unable to honor your request for the decrease in fare that you have stated.We did investigate this incident with the Reservations...
Department and they have advised us that the issue is, when was the decrease information was known, which we are unable to determine on hearsay or a receipt with no dated information. The decrease information could have been advised by another person after the travels were completed.As a goodwill gesture, we have issue you a $100 eTravel Credit per person. The eTravel Credits are 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 hope that you understand our position, and thank you for your patience in this matter. We do look forward to serving you on a future Hawaiian Airlines flight.Sincerely,[redacted]Assistant ManagerHawaiian Airlines, Consumer Affairs OfficeFrom:m[redacted]Sent:5/29/2015 3:44 PMTo:[redacted]Subject:Re: Hawaiian Airlines, Consumer Affairs Office - CN-[redacted]You apologized for any miscommunication. I must also apologize for not clearly explaining my reasoning. I will try again. You asked me to provide proof that sometime between December 10, 2014 when I made the reservation and April 26, 2016 when we went to Maui that the published fare for this reservation decreased by $1,112.20. I do not have the proof you ask for other than the document I previously submitted to you. The proof exists. The proof lies in Hawaiian Airlines computer history system. I understand that you may not personally have easy access to the computer memory. However, that proof can be extracted from the computer memory by the Hawaiian Airlines IT Department. Is it too much for me to kindly ask the IT Department to take a look at their data? I assure you that all the facts I stated are true. I did not fabricate the document I provided. I copied it from the screen of Hawaiian Airlines and then pasted it into Microsoft Word. I told you the truth about my telephone conversation prior to going to Maui. I do not know why the agreement and information was not entered into my record. Perhaps the computer was temporarily down. I am guilty of trusting the telephone agent to put the information into the record as she promised. I am guilty of not getting her name or the date of the telephone call. I am guilty of not making a better copy of the reduced fare online screen. I am sorry. I trusted Hawaiian Airlines but I did a poor job of verifying that trust. I understand that you do not have the authority to help me without documentation. So I ask again for you to refer my request up the line and to the IT Department for your in-house verification that in-fact the fare did go down between 12/10/2014 and 4/26/2015. It shouldn’t take more than a few keystrokes in a few moments by your IT senior technician. Thank you. From: Hawaiian Airlines: Consumer Affairs OfficeSent: Friday, May 29, 2015 12:46 PMTo: m[redacted]Subject: RE: Re: Hawaiian Airlines, Consumer Affairs Office - CN-[redacted] Aloha Mr. [redacted],Thank you for providing the attached documents. I apologize for any miscommunication with my previous email with the information that is needed.We are unable to use the attachment that you have provided. The attachment is an itinerary that could have been printed from another reservation prior to your original booking or created as a document on a computer. Also, the information does not show date it was made, where this information came from, and who is making the reservation.The information that we need to see is a document, for an example, a screen shot of the fare after your original reservation booking was made and prior to your travels. This will show detailed information that the fare did decrease prior to your travel and after your original fare booking.The reason for us needing this detailed information, is because you are requesting a credit for a past dated reservation that is no longer in our reservations system. In order for this to be a Guaranteed Air Fare (GAF), it needs to be done on a live reservation booking so the reservation can be recalculated and the eTravel Credit issued.Since this is a past dated we cannot see when or if the fare did decrease after your booking and before your travels. There is no documentation in your reservation of a call prior to travel, and if a GAF was extended to you, the reservation agents are trained to document the reservation when anyone calls for a GAF, then verify the lower fare, recalculate to the new lower fare during the call and save the reservation, then place the reservation into a GAF queue, and then an eTravel Credit generated by another agent, which none of this is documented or shown in your reservation.If you could provide the information needed, we would be glad to assist you further.Sincerely,[redacted]Assistant Manager,Hawaiian Airlines, Consumer Affairs
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] - [redacted]Aloha [redacted],We've received your concern through the Revdex.com. On behalf of Hawaiian Airlines, we're sorry to hear that your son is unable to travel as scheduled. Our best wishes go out to your son and the rest of your family during this...
time. We realize that it may 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.Please complete this medical waiver form, attach to your reply email or mail the printed form to the address below and we will be able to continue with your case.Hawaiian AirlinesConsumer Affairs OfficeP.O. Box 30008Honolulu, HI 96820You may also fax the form to: [redacted]Thank you for allowing me the opportunity to respond to you. We look forward to hearing from you soon.Sincerely,Matthew V[redacted]Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
5/14/2015 - Case: CN-[redacted]Aloha Ms. [redacted],We're sorry to hear that you're disappointed with the service you received from our Central Baggage Office. We have shared your feedback with their management team for their review. We see that when our...
customer service agent received the bag in San Jose, your bag was already damaged. Therefore, your claim was denied, and we are not able to replace your bag. We believe the baggage waiver for your return flight is fair and appropriate. Respectfully, Hawaiian Airlines considers this matter closed. Sincerely,[redacted]Sr. Resolution CoordinatorHawaiian Airlines, Consumer Affairs Officecc: Revdex.com 4/30/2014 - Case: CN-[redacted] Aloha Ms. [redacted], We are sorry to learn your check-in item was damaged upon arrival into Maui. We have shared your concerns with our respective management teams for their review. As a courtesy, we updated your reservation with a waiver for two normal sized bags for your return flight. Please be sure to check in with an agent. Our automated check in services will not detect the waiver. Thank you for choosing Hawaiian Airlines for your travel needs. Sincerely,[redacted] Sr. Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
From: Gord [mailto:[email protected]] Sent: Saturday, January 28, 2017 3:16 PMTo: [email protected]: [email protected]: Re: Hawaiian Airlines, Consumer Affairs Office - Travel Credit Issuance – [redacted] Revdex.com complaint #[redacted]just to clarify. The e certificates have a expiration date of Jan 28, 2018. So if we book a flight on Jan 28, 2018, we are able to book a flight up to 330 days after that date. Is that correct? i.e. roughly to Dec 2018. I would have appreciated that an expiry date for the e travel certificates had been disclosed when making the offer to myself. e certificates/ gift cards etc. have NO expiry in Canada. Let me know about the dates.thanksGord M[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.
Thank you for your help in bringing my situation to the attention of the appropriate people. I appreciate your help.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Message From Consumer Affairs10/26/2017 - Case: CN-[redacted] - [redacted]Aloha Ms. [redacted],Thank you for taking the time to contact us. We appreciate your patience in awaiting our response and have received your complaint from the Better...
Business Bureau. I regret to hear that you were unable to travel as scheduled.I'm sorry for the misinformation you may have received from a Hawaiian Airlines chat agent on September 19, 2017 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. I understand your frustration and have forwarded your e-mail to the Manager of our Reservations Department for her review. We will continue to coach our employees to provide the high-quality, friendly service you should have received.Our records show that you contacted our Reservations Department on October 11, 2017, to cancel your scheduled travel on October 20, 2017, from Las Vegas to Honolulu, continuing on to Kahului. I have included a copy of your unused ticket below reflecting the OK status for your records.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. Although your ticket is nonrefundable, as a courtesy, for the inconvenience you experienced, we have authorized our Reservations Department to waive your change fee of $200. You will be required to pay any additional fare difference.When you are ready to rebook your flights, please call our Reservations Department toll-free (within the U.S. and Canada) at 1-[redacted] and refer to your electronic ticket number 1732164128843.Your ticket is valid until September 18, 2018 to rebook, for travel as late as August 14, 2019. We recommend calling as soon as you know your new travel dates. If a refund is requested, we will consider refunding purchased tickets for Active duty US military passengers and their qualified dependents due an unexpected change in their schedule caused by their US military orders. In order to consider a change fee waiver or a refund, please submit a copy of your orders. You can reply to this email, mail or fax your orders to:Hawaiian AirlinesAttn: Consumer Affairs OfficeP.O. Box 30008Honolulu, HI 96820Fax: [redacted]I look forward to hearing back from you soon.Mahalo,Stephanie S[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I think that they should also refund the change fees but I found that this resolution is satisfactory to me.
Sincerely,
[redacted]
Message From Consumer Affairs2/5/2016 - Case: CN[redacted] - [redacted] [redacted] [redacted]
[redacted] Aloha Mr. [redacted],We received your complaints filed...
with the Department of Transportation (DOT) on January 29, 2016, and the Hawaii Revdex.com (Revdex.com) On February 2, 2016.We’re very sorry to learn that you had an unpleasant experience when you tried to check-in with your Emotional Support Animal on January 15 from Kahului to Lihue. We understand you spoke with our Kahului Airport agents, who advised you that your Emotional Support Animal letter was not valid.Before going into detail about this matter, we understand you requested to have your used ticket refunded (via Revdex.com). Although we're unable to grant this request, as a courtesy gesture, we're issuing you a $100 eTravel Credit. 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.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.Advance Notice§382.27 shows that we may require a passenger with a disability to provide up to 48 hours' advance notice and check in one hour before the check-in time for the general public, to receive the following services and accommodations - Transportation of an emotional support or psychiatric service animal in the cabinMedical Certificate§382.117 states that as a carrier, we must permit a service animal to accompany a passenger with a disability.If a passenger seeks to travel with an animal that is used as an emotional support or psychiatric service animal, we are not required to accept the animal for transportation in the cabin unless the passenger provides us current documentation (i.e., no older than one year from the date of the passenger's scheduled initial flight) on the letterhead of a licensed mental health professional (e.g., psychiatrist, psychologist, licensed clinical social worker, including a medical doctor specifically treating the passenger's mental or emotional disability) stating the following:(1) The passenger has a mental or emotional disability recognized in the Diagnostic and Statistical Manual of Mental Disorders—Fourth Edition (DSM IV);(2) The passenger needs the emotional support or psychiatric service animal as an accommodation for air travel and/or for activity at the passenger's destination;(3) The individual providing the assessment is a licensed mental health professional, and the passenger is under his or her professional care; and(4) The date and type of the mental health professional's license and the state or other jurisdiction in which it was issued. According to the letter you sent to the DOT, I couldn't find any missing items from the guidelines above. I looked over your travel records and see that you called us on January 14, the day prior to your scheduled departure. At this time, you let us know about traveling with your Emotional Support Animal. This was already within the 48-hour advance notice period.Our Reservations Department agent confirmed that they noted your reservations about traveling with an Emotional Support Animal. Although you advised our agent about emailing your letter for review, our agents did not confirm if your emailed letter was received, reviewed and accepted or not. They don't have the access to do so.When you arrived at the Kahului Airport, you showed us a letter using an electronic device. Our agent advised you that we needed it on letterhead from your doctor. We understand you were upset since you did not have a hard copy.At the ticket counter, our agents are trying to check-in a vast number of guests in a timely manner. I believe it would have really helped to receive your letter in advance. This way, we have adequate time to review and respond to you, prior to travel. If not, our airports are looking for the above guidelines so we can complete the check-in process and get you on your way, as quickly as possible. Although we believe we have not violated the parts above, we sincerely regret your disappointment. We intend on using your information to assist us with looking at improvements for the benefit of our guests. 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 (C–75)1200 New Jersey Avenue, SEWashington, DC 20590Phone #: 202-366-2220DOT Aviation Consumer Disability Hotline: 1-800-778-4838 (voice) or 1-800-455-9880 (TTY)Thank you for taking the time to let us know about your experience.Sincerely,Deborah F**Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted],We received your complaint to the Revdex.comOn behalf of Hawaiian Airlines, we're very sorry to learn that Flight 50 was delayed 1 hour and 50 minutes on March 12. As a customer, you are our valued guest. We understand that you were inconvenienced, and we take that very...
seriously.When such delays arise, we have guidelines in place that determine 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 that no compensation was authorized for Flight 50 on March 12. Although this is consistent with our guidelines, we realize how frustrating flight delays can be and we sympathize with your circumstances. We understand, due to our delay, that you're requesting a refund of 17,500 HawaiianMiles. However, we see that you remained with our delayed flight and traveled using your ticket so we're unable to grant your refund request. We apologize for any misunderstanding regarding our flight delay. However, we see you traveled on your original flight and received your original seat assignment. As previously advised, as a courtesy due to the issues you faced, we're issuing you a $100 eTravel Credit, good for future travel on Hawaiian Airlines. You may refer to your credit email sent on March 21, 2017 for your redemption instructions. Based on the facts of your case, we consider our decision to be fair and appropriate. Respectfully, we consider this matter closed. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted], We received your complaint to the Revdex.com. We understand that [redacted] missed his flight on June 30 due to car issues, and we do sympathize with his circumstances. However, we found that our reservations agents handled your request to change...
his flight appropriately. In situations like his, guests are still responsible for the applicable change fee and any difference in fare. However, as previously advised in our email dated July 5, as a courtesy, we have authorized our reservations department to waive [redacted]'s future change fee of $200. Unfortunately, we're unable to grant your refund request and he will be responsible for any difference in fare. To rebook, he may call our Reservations Department toll-free (within the U.S. and Canada) at [redacted] and refer to ticket number [redacted]. His ticket will remain valid for rebooking until May 17, 2017 and he may select travel dates up to 330 days in advance. For example, if he rebooks on May 17, 2017 he may select travel dates as late as April 12, 2018. We also confirmed with [redacted] Assistance that the policy you purchased does not cover vehicle problems. For additional details, you may contact [redacted] Assistance toll-free at [redacted] and refer to policy number [redacted]. Based on the facts of your case, we consider our decision to be fair and appropriate. Respectfully, we consider this matter closed. Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office