Aloha Mr***,We received your complaint to the Revdex.com.On behalf of Hawaiian Airlines, we apologize for any misunderstanding there may have beenWe take experiences such as yours very seriously, and we will use your feedback to help us improve our service.As previously mentioned, in our email dated [redacted] 2, we advised you that all tickets rules would applyAlthough you're unable to rebook with a different routing, as a one-time courtesy, we can offer you a refund of the unused portion less a service fee of $Please understand that a service fee applies to all non-refundable tickets that are granted a refundIf you would like to accept this offer, please advise us, and we can process the refund.We look forward to hearing from you soon.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr***,Thank you for your patience with our response to youOn behalf of Hawaiian Airlines, we're sorry to learn that Mr [redacted] was unable to travel to Los Angeles as scheduledAs customers, you are our valued guests.We see that your ticket purchased was flagged for potential fraudulent activity and that our agents in Honolulu requested for Mr [redacted] to display the credit card used for payment on the day of departureWe've received confirmation from our Accounting Department that a representative was able to contact you directly and decided to refund the ticket and Extra Comfort seat purchased on record locator [redacted] Please allow up to ten business days for this to process and be reflected on your next credit statement or on the one thereafterAll refunds are automatically processed back to the original form of payment Mr***, we appreciate the opportunity you took to contact usThank you again for choosing Hawaiian Airlines.Sincerely,Matthew V [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
3/4/- Case: CN- [redacted] Ms [redacted] - [redacted] Aloha Ms***,We’re sorry to learn of the difficulty you experienced with our website and that you had an unpleasant experience with a Hawaiian Airlines reservations agent when making your travel plansAs a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service.As a gesture of goodwill, please accept a $eTravel Credit, good for future travel on Hawaiian AirlinesPlease note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within - business daysWe recommend that you add " [redacted] ” to your accepted email recipient list so the email is not misdirected to your spam folder.We understand you’re disappointed with our faresOur business is one of supply and demand, so as a flight fills up, the fares may increaseIf you’re flexible about when you travel, you can sometimes find a lower fareFares are often lower on early morning flights or evening flightsWeekday fares (Monday – Thursday) are often lower than weekend fares (Friday – Sunday)Lower fares may also become available if a flight has many empty seats.Please know that we understand your frustrationThe views of our guests are always an important consideration and we certainly welcome your feedback about our service and faresWe have shared your comments with our management team for their review.Ms***, thank you for taking the time to let us know about your experience and for choosing to fly with usSincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
There is no documentation because the tickets were purchased online and why would I have taken a screen shot of my screen if I didn't know I would need that If it was clearly marked that I could add a Jetblue account I would have done so at the time, but it was not I assumed at the time that there was no number added as I did not enter one I also spoke to customer service, on the phone so I would have no copies of that as well I understand the company stated that once the flight takes off they cannot transfer miles from one account to another, however, I was under the impression that there was no allocated account at the time of my flight due to Hawaiian Airline automatically having it go to my Hawaiian account because I had one and not clearly giving the option to change it and it is Hawaiian Airlines lack of clarity that this situation occurredI would hope there would be a way to solve this issue since the company stated if there was no account (which I was under the impression that there was none) then they could transfer the miles since they were not allocated Normally this situation would not be a big concern to me, but I spent a lot of money with this company and this is a lot of miles we are talking about and I am sure there is some resolution the company can come up with the resolve the matter Attached is a screen shot from the booking website and you can clearly see there is nothing mentioned about Jetblue just an option to enroll in Hawaiian Miles account not to allocate miles to Jetblue or Hawaiian
[redacted] - [redacted] re: [redacted] / [redacted] , [redacted] /***Aloha Ms [redacted] ,We received your complaint to the Revdex.com today.On behalf of Hawaiian Airlines, we're very sorry for any misunderstanding that you may have had with our reservations agent As a customer, you are our valued guest, so there's never an acceptable excuse when you receive poor servicePlease know that we've shared your experience with our Reservations Manager for her review.We see that you purchased your tickets through our websiteWhen purchasing tickets through our website, all customers must agree to the Terms and Conditions prior to completing the purchase.Although tickets are non-transferable, as a one-time goodwill gesture, we'll allow you to transfer Mr [redacted] 's ticket to anyone of your choosing without any service feeYou'll be responsible for the $rebooking fee and any fare difference that may applyWhen you're ready to change the name on your ticket and rebook your flights, please call our Reservations Department toll-free at [redacted] and refer to your electronic ticket numbers [redacted] (***) and for yourself [redacted] You'll need to call no later than July 10, to re-schedule your flightsPlease note that reservations may be booked up to days in advance so you may travel as late as May 2017.We appreciate the opportunity to assist you with this matter and we thank you for choosing Hawaiian Airlines.Sincerely,Lawrence K [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted] I am rejecting this response because:Although I appreciate your efforts, I am not happy with your decision because all tickets with all airlines have gone up a great deal since I bought these tickets and my family still needs to travelI also don't feel like the language used expresses the gravity of the errors that were made by your sales teams If someone said to me dollars in Australia on the number that was supplied for Australia, then charged me in USD, it would be considered fraudI know it is not fraud on your part but it is still a huge failure in communication and information relayed to me was misleadingIf there is nothing you can do, I would like to kindly request all telephone transcripts between myself and your sales teams so I can forward them to the relevant authority for review Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because I feel as a consumer I should have been given clear explanations on how to use my my mileage miles and get the best possible deal and be given clear explanationsYou can keep your $credit you are offering for I will no longer be doing future businesses with your airline Sincerely, [redacted]
Spot #for complaint # [redacted] ---------- Forwarded message ----------From: harlow [redacted] Date: Sun, Oct 11, at 8:PMSubject: Fw: Your Parking ReservationTo: "Michael S [redacted] " On Friday, September 25, 8:AM, Airport Parking Specials wrote: Dear michael [redacted] ,Your reservation is completeYour reservation details are below, please review them and ensure that they are accurate.Your Confirmation InformationReservation Number : APSWEB-152475EZ ParkFly - Valet Outdoor Parking Total Days: Days (10-03-06:to 10-10-21:00) Parking Lot Location : N4th StSan Jose, CA 95112Traveler : michael [redacted] Email : [email protected] Payment InformationParking : $55.92Taxes & Fees : $9.47Total : $65.39DirectionsPARKING LOT INFORMATION & DIRECTIONSEZ ParkFlyN.4th StSan Jose CA 95112For directions please click this link:http://www.ezparkfly.com/contact-us/#directionCHECK IN [redacted] PLEASE PRINT THIS RESERVATION CONFIRMATION AND SHOW IT AT THE GATEIF YOU CAN NOT PRINT IT, PLEASE BRING THE CONFIRMATION NUMBER WITH YOU TO SHOW THE PERSON AT THE GATE.** SHUTTLE INFOWe are open 24/Shuttle runs every to minutes~Please arrive at the parking lot 20min early from the time you want to be at the airport (not from your flight time) ~ On your return please call 408-565-to request your shuttle pick-up.PARKING PARTNER TERMS AND CONDITIONSIf you stay extra hour/s or day/s, extra charge will be applied at the gate in addition to what you paid online.Extra stay charges calculated as follows:1st hr = FREE2nd hr = $3.00+tax= $3.24.3rd hr = $6.00+tax= $6.24.4th hr = $ daily rate will apply.AIRPORT PARKING SPECIALS TERMS OF SERVICE:Click here for link to the page : http://www.airportparkingspecials.com/terms-of-serviceCANCELATION POLICY:Full refund if you cancel 24hrs in advance.No refund if cancelled less than 24hrsCancellation should be made on airport parking specials website on the Cancel Reservation page located here: http://www.airportparkingspecials.com/cancellation-request -- [redacted] BrokerRealco
Message From Consumer Affairs8/24/- Case: CN [redacted] - [redacted] Aloha Ms***,We're sorry to hear about the difficulty you had redeeming your [redacted] Gift CertificatesWe have notified our partners at [redacted] about the error you encountered on their websiteWe see that you redeemed HawaiianMiles for a $and a $ [redacted] Gift Certificate, and Mr [redacted] also redeemed miles for a $ [redacted] Gift Certificate.To resolve your issue, we can either apply your unused gift certificate to your car rental and you will received a refund to the credit card used OR we can void the certificates and redeposit the miles to your accountYou may also keep the certificates for future usePlease let us know which option you would prefer for each of the three Gift CertificatesYou may respond directly to this email.Thank you for choosing Hawaiian AirlinesWe look forward to hearing from you soonSincerely,Matthew L [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
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 Although the end resolution is personally satisfactory to my own situation, I remain wary of the business' practice regarding blackout dates and availability I hope that more consumers will question these procedures in the future Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Honestly it’s not all about the money and I don’t want the money; I was really upset of the service I received from the reservation and no response from the Hawaiian Airline Consumer Affairs and about the documents that was faxed over several times I was told by the reservation that once I fax over the documents I will not have to pay any penaltyThe day I was leaving the reservation said she will drop the penalty to $and I will get a refund back as soon the Hawaiian Consumer Affair receive my documents.As I read on the letter, I was really concern about revocation or termination of the employee's benefit I come from a big family and we help each other when we can and that’s what family members do, he has helped me and my family out So from my heart please don’t punish the person who had a big heart in helping out a family memberI was really upset at the reservation department who I could barely understand English and not getting any response from Hawaiian Airline Consumer Affair and to let me know you have received my faxPlease remember your logo “Hawaiian Airline” - Aloha Spirit and FamilyI will pray for my family member, that you will make a right decision in not punishing him We all have to sweat for our family, paying bills and putting food on the table for our family especially for our children I don’t need any refund I repeat “I don’t want any refund” The issue was about the statement I mentioned above Thank you & May God Bless, [redacted]
Complaint: [redacted] I am rejecting this response because:$does not seem like a reasonable travel credit considering the over all cost to fly with Hawaiian Air, let alone travel to Hawaii and having a poor experienced based on not feeling well as a result the sinus infection which resulted from the environment we were subjected toNot to mention that I have yet to fully recoverI think you can clearly do better than what you are offeringI do not consider this matter closedI would also like to confirm that I did in fact take photos of the condition and the other conditions mention in my complaintI do not appreciate having my concerns dismissed or invalidated based on someone opinion after the factI am fully willing to proceed to small claims to cover any losses that I may be entitled to regarding this matter, however as a courtesy wanted to give Hawaiian Airlines the opportunity to resolve this matter with me directly firstAnd with a solution that we both consumer and business can feel good about.If we are not able to come to some type of resolution I will move forward with other means of resolving this issue Sincerely, [redacted] ***
[redacted] * [redacted] Aloha Ms [redacted] ,We received your complaint from the Revdex.com (Revdex.com) on January We’re very sorry to learn about your delayed baggage and carseatAs a customer, you are our valued guestI understand your frustrations with the delay and how your situation was handledI agree that it did take too long to address your complaint and we could have handled it better We take experiences such as yours very seriously, and we will use your feedback to help us improve our service.Your case was forwarded to our Central Baggage Services Department and we understand that they were able to speak to Mr [redacted] They will be sending you a check for the value of the carseatAs a gesture of goodwill, we are issuing each of you a $eTravel Credit, good for future travel on Hawaiian AirlinesPlease note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within - business daysWe recommend that you add " [redacted] ” to your accepted email recipient list so the email is not misdirected to your spam folder.Thank you for taking the time to let us know about your experience.Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms [redacted] , We received your complaint to the Revdex.comWe thank you for taking the time to contact us regarding your card benefitsWe apologize for any misunderstanding there may have been regarding your card benefitsPlease know that your complimentary first bag waiver does not apply to tickets that were purchased a part of a vacation package or through a travel agencyThese terms and conditions are provided during the application process and again when the physical card is deliveredNonetheless, I can certainly understand your frustration and apologize for the inconvenience you may have facedAlthough we're unable to offer you double HawaiianMiles, I have authorized our customer service agents in Honolulu and San Diego to waive your first bag fee on Flight and ($value per flight)Please allow yourself extra time to chewith 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
Message From Consumer Affairs10/26/- Case: CN- [redacted] - [redacted] / [redacted] / [redacted] Aloha Ms ***,Thank you for taking the time to contact usWe appreciate your patience in awaiting our response and have received your complaint from the Better Business BureauI 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, when making your travel plansAs a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor serviceI understand your frustration and have forwarded your e-mail to the Manager of our Reservations Department for her reviewWe 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 KahuluiI 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 receivedAlthough your ticket is nonrefundable, as a courtesy, for the inconvenience you experienced, we have authorized our Reservations Department to waive your change fee of $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.Sand Canada) at 1- [redacted] and refer to your electronic ticket number 1732164128843.Your ticket is valid until September 18, to rebook, for travel as late as August 14, We recommend calling as soon as you know your new travel datesIf 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 ordersIn order to consider a change fee waiver or a refund, please submit a copy of your ordersYou can reply to this email, mail or fax your orders to:Hawaiian AirlinesAttn: Consumer Affairs OfficeP.OBox 30008Honolulu, HI 96820Fax: [redacted] I look forward to hearing back from you soon.Mahalo,Stephanie S*Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted] *** [redacted] *** [redacted] *** *** * ** ** * *** [redacted] *** [redacted] ** [redacted] ** *** * *** [redacted] *** [redacted] ** [redacted] *** [redacted] *** [redacted] *** [redacted] *** [redacted] [redacted] *** [redacted] [redacted] [redacted]
Complaint: [redacted] I am rejecting this response because: this response does not address the rediculous policy of not being able to select a seat, and certainly doesn't respond to the fact that myself and at least other families were lied to when we booked our seats! This is another airline tactic to overfill their flights (btw, this flight was also oversold) at the expense of their customers The claim that I booked the flight too close to the departure date is rediculous, especially since all of the other families who were affected this day had the same issue I had and several of them had booked at least months prior! One of these families was a family of with small children who were all being split The mom was very upset because she, like me, had called to ensure this wouldn't happen PRIOR to buying the seats! This is a deliberately deceptive business practice designed to allow the airline to continue to oversell their flights at the discomfort of its passengers I, for one, will never fly Hawaiian again and will advise others to do the same Sincerely, [redacted] ***
Aloha Ms [redacted] : Thank you for your 05/12/email in which you simply repeated the “offer” which I previously declined on May 4, prior to filing this Complaint with the Revdex.com I am very surprised disappointed that your company is maintaining its unreasonable and unsatisfactory position.Chapter 481A, Hawaii Revised Statutes (HRS), expressly identifies and proscribes the unfair and deceptive trade practices which Hawaiian Airlines has apparently systemically adopted and implemented One suspects that hundreds – perhaps thousands – of other naïve and trusting consumers have been similarly misled by your company’s apparently knowing and intentional efforts to trick potential customers and, thereby, subsequently impose an exorbitant and unfathomable “change fees” of $per ticket to correct errors or misunderstanding caused by Hawaiian Airlines’ deceptive marketing Should this matter not be amicably and expeditiously resolved at this stage, one imagines that a class-action lawsuit will engender ample evidence that, in its web design, Hawaiian Airlines knew it was creating a confusing and misleading web page As a result, a significant number of present and former Hawaiian Airlines customers who have already paid the “change fee” will join in the legal action to document the adverse financial impact of Hawaiian Airlines’ illicit and wrongful plan to “advertise services with the intent not to sell them as advertised.” §481A-3((a)(9)HRS Despite my extreme frustration and disappointment at discovering that Hawaiian Airlines, a well respected and long-admired business entity in the state of Hawaii, has apparently knowingly and deliberately created a unfair and deceptive website, I would like, if possible, to resolve this Complaint without having unnecessary publicity Toward that goal, I once again respectfully request that Hawaiian Airlines reconsider its position and grant the remedies which I previously requested.Mahalo for your understanding and anticipated assistance[redacted] ***
Complaint: [redacted] I am rejecting this response because: I don’t believe business will take this matter seriouslySo many time and many occasion when they mistreat us customers because they are in their head knowing they are protecting by lawWe can’t do anything to them nor say anything because they are protecting by lawThey are entitled to take us out the plane whenever they feel want to so that why they are behaving this way to all their customer and mistreated us customers We pay a lot of money for all our flightWe shouldn’t have to be the one who feel embarrassed nor feel scare to speak up but you take advantage of thisThis people should not be servicing customers Sincerely, [redacted]
I have the booking emailWhat email address can I use to forward that to you? Agent wrote down on my claim firm that I was a non-rev passenger and then told me to make purchases and I'd be reimbursed for themI don't have any documentation that proves they told me I'd be reimbursed, however, [redacted] and his wife [redacted] both witnessed the conversation I had with this employee Hawaiian has not done their due diligence and contacted [redacted] or [redacted] to get their statementsHawaiian may have a phone call I made to them recorded, where I was given the same informationLet me know if there is anything else you needThanks for your help, [redacted]
Tell us whMessage From Consumer Affairs6/8/- Case: [redacted] - [redacted] @gmail.com*** [redacted] /***Aloha Mr.***, Thank you for taking the time to contact us regarding your recent travel experienceWe appreciate your patience in awaiting our response.We realize that it may be frustrating when you aren’t able to speak with us personallyHowever, we are unable to contact you by phoneFor auditing purposes, all correspondence with our office must be done via email or letter.In the unlikely scenario where there are more guests than seats available, we’re generally able to find volunteers willing to accept an alternative flightIn the even more unlikely scenario where we’re unable to find any volunteers, our airport staff will re-accommodate guests on alternative flights, with compensation, based on our boarding priorityI see that your travel agent booked your reservations on May 12, for travel on May 16, I see that our Reservations Departmentcontacted you on May 16, 2017, informing you of Flight 19, and you were offered an option to change your flight within a day period and a $Travel Credit per person, in which you declinedOurrecords show that you later contacted our Reservations Department to requestmonetary compensation instead, and your travel agent was contacted at that timeI see that you werereaccommodated on Delta Airlines Flight to Los Angeles, connecting on Flight to HonoluluI apologize for the inconvenience and for any misunderstanding you may have receivedRegrettably, we are unable to grant your request of a monetary compensation instead of your issued Travel Credits, as these Travel Credits have no cash value and entitles the passenger named on the Travel Credit for the face amount towards the purchase of any available Hawaiian Airlines published or web fare.However, as a courtesy, I am issuing you a refund of $USD for your baggage fees to the credit card ending in This transaction should reflect on your next credit 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.We appreciate and thank you for taking the time to let us know about your experience.Mahalo,Stephanie S*Resolution CoordinatorHawaiian Airlines, Consumer Affairs Officey here
Aloha Mr***,We received your complaint to the Revdex.com.On behalf of Hawaiian Airlines, we apologize for any misunderstanding there may have beenWe take experiences such as yours very seriously, and we will use your feedback to help us improve our service.As previously mentioned, in our email dated [redacted] 2, we advised you that all tickets rules would applyAlthough you're unable to rebook with a different routing, as a one-time courtesy, we can offer you a refund of the unused portion less a service fee of $Please understand that a service fee applies to all non-refundable tickets that are granted a refundIf you would like to accept this offer, please advise us, and we can process the refund.We look forward to hearing from you soon.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr***,Thank you for your patience with our response to youOn behalf of Hawaiian Airlines, we're sorry to learn that Mr [redacted] was unable to travel to Los Angeles as scheduledAs customers, you are our valued guests.We see that your ticket purchased was flagged for potential fraudulent activity and that our agents in Honolulu requested for Mr [redacted] to display the credit card used for payment on the day of departureWe've received confirmation from our Accounting Department that a representative was able to contact you directly and decided to refund the ticket and Extra Comfort seat purchased on record locator [redacted] Please allow up to ten business days for this to process and be reflected on your next credit statement or on the one thereafterAll refunds are automatically processed back to the original form of payment Mr***, we appreciate the opportunity you took to contact usThank you again for choosing Hawaiian Airlines.Sincerely,Matthew V [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
3/4/- Case: CN- [redacted] Ms [redacted] - [redacted] Aloha Ms***,We’re sorry to learn of the difficulty you experienced with our website and that you had an unpleasant experience with a Hawaiian Airlines reservations agent when making your travel plansAs a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service.As a gesture of goodwill, please accept a $eTravel Credit, good for future travel on Hawaiian AirlinesPlease note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within - business daysWe recommend that you add " [redacted] ” to your accepted email recipient list so the email is not misdirected to your spam folder.We understand you’re disappointed with our faresOur business is one of supply and demand, so as a flight fills up, the fares may increaseIf you’re flexible about when you travel, you can sometimes find a lower fareFares are often lower on early morning flights or evening flightsWeekday fares (Monday – Thursday) are often lower than weekend fares (Friday – Sunday)Lower fares may also become available if a flight has many empty seats.Please know that we understand your frustrationThe views of our guests are always an important consideration and we certainly welcome your feedback about our service and faresWe have shared your comments with our management team for their review.Ms***, thank you for taking the time to let us know about your experience and for choosing to fly with usSincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
There is no documentation because the tickets were purchased online and why would I have taken a screen shot of my screen if I didn't know I would need that If it was clearly marked that I could add a Jetblue account I would have done so at the time, but it was not I assumed at the time that there was no number added as I did not enter one I also spoke to customer service, on the phone so I would have no copies of that as well I understand the company stated that once the flight takes off they cannot transfer miles from one account to another, however, I was under the impression that there was no allocated account at the time of my flight due to Hawaiian Airline automatically having it go to my Hawaiian account because I had one and not clearly giving the option to change it and it is Hawaiian Airlines lack of clarity that this situation occurredI would hope there would be a way to solve this issue since the company stated if there was no account (which I was under the impression that there was none) then they could transfer the miles since they were not allocated Normally this situation would not be a big concern to me, but I spent a lot of money with this company and this is a lot of miles we are talking about and I am sure there is some resolution the company can come up with the resolve the matter Attached is a screen shot from the booking website and you can clearly see there is nothing mentioned about Jetblue just an option to enroll in Hawaiian Miles account not to allocate miles to Jetblue or Hawaiian
[redacted] - [redacted] re: [redacted] / [redacted] , [redacted] /***Aloha Ms [redacted] ,We received your complaint to the Revdex.com today.On behalf of Hawaiian Airlines, we're very sorry for any misunderstanding that you may have had with our reservations agent As a customer, you are our valued guest, so there's never an acceptable excuse when you receive poor servicePlease know that we've shared your experience with our Reservations Manager for her review.We see that you purchased your tickets through our websiteWhen purchasing tickets through our website, all customers must agree to the Terms and Conditions prior to completing the purchase.Although tickets are non-transferable, as a one-time goodwill gesture, we'll allow you to transfer Mr [redacted] 's ticket to anyone of your choosing without any service feeYou'll be responsible for the $rebooking fee and any fare difference that may applyWhen you're ready to change the name on your ticket and rebook your flights, please call our Reservations Department toll-free at [redacted] and refer to your electronic ticket numbers [redacted] (***) and for yourself [redacted] You'll need to call no later than July 10, to re-schedule your flightsPlease note that reservations may be booked up to days in advance so you may travel as late as May 2017.We appreciate the opportunity to assist you with this matter and we thank you for choosing Hawaiian Airlines.Sincerely,Lawrence K [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted] I am rejecting this response because:Although I appreciate your efforts, I am not happy with your decision because all tickets with all airlines have gone up a great deal since I bought these tickets and my family still needs to travelI also don't feel like the language used expresses the gravity of the errors that were made by your sales teams If someone said to me dollars in Australia on the number that was supplied for Australia, then charged me in USD, it would be considered fraudI know it is not fraud on your part but it is still a huge failure in communication and information relayed to me was misleadingIf there is nothing you can do, I would like to kindly request all telephone transcripts between myself and your sales teams so I can forward them to the relevant authority for review Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because I feel as a consumer I should have been given clear explanations on how to use my my mileage miles and get the best possible deal and be given clear explanationsYou can keep your $credit you are offering for I will no longer be doing future businesses with your airline Sincerely, [redacted]
Spot #for complaint # [redacted] ---------- Forwarded message ----------From: harlow [redacted] Date: Sun, Oct 11, at 8:PMSubject: Fw: Your Parking ReservationTo: "Michael S [redacted] " On Friday, September 25, 8:AM, Airport Parking Specials wrote: Dear michael [redacted] ,Your reservation is completeYour reservation details are below, please review them and ensure that they are accurate.Your Confirmation InformationReservation Number : APSWEB-152475EZ ParkFly - Valet Outdoor Parking Total Days: Days (10-03-06:to 10-10-21:00) Parking Lot Location : N4th StSan Jose, CA 95112Traveler : michael [redacted] Email : [email protected] Payment InformationParking : $55.92Taxes & Fees : $9.47Total : $65.39DirectionsPARKING LOT INFORMATION & DIRECTIONSEZ ParkFlyN.4th StSan Jose CA 95112For directions please click this link:http://www.ezparkfly.com/contact-us/#directionCHECK IN [redacted] PLEASE PRINT THIS RESERVATION CONFIRMATION AND SHOW IT AT THE GATEIF YOU CAN NOT PRINT IT, PLEASE BRING THE CONFIRMATION NUMBER WITH YOU TO SHOW THE PERSON AT THE GATE.** SHUTTLE INFOWe are open 24/Shuttle runs every to minutes~Please arrive at the parking lot 20min early from the time you want to be at the airport (not from your flight time) ~ On your return please call 408-565-to request your shuttle pick-up.PARKING PARTNER TERMS AND CONDITIONSIf you stay extra hour/s or day/s, extra charge will be applied at the gate in addition to what you paid online.Extra stay charges calculated as follows:1st hr = FREE2nd hr = $3.00+tax= $3.24.3rd hr = $6.00+tax= $6.24.4th hr = $ daily rate will apply.AIRPORT PARKING SPECIALS TERMS OF SERVICE:Click here for link to the page : http://www.airportparkingspecials.com/terms-of-serviceCANCELATION POLICY:Full refund if you cancel 24hrs in advance.No refund if cancelled less than 24hrsCancellation should be made on airport parking specials website on the Cancel Reservation page located here: http://www.airportparkingspecials.com/cancellation-request -- [redacted] BrokerRealco
Message From Consumer Affairs8/24/- Case: CN [redacted] - [redacted] Aloha Ms***,We're sorry to hear about the difficulty you had redeeming your [redacted] Gift CertificatesWe have notified our partners at [redacted] about the error you encountered on their websiteWe see that you redeemed HawaiianMiles for a $and a $ [redacted] Gift Certificate, and Mr [redacted] also redeemed miles for a $ [redacted] Gift Certificate.To resolve your issue, we can either apply your unused gift certificate to your car rental and you will received a refund to the credit card used OR we can void the certificates and redeposit the miles to your accountYou may also keep the certificates for future usePlease let us know which option you would prefer for each of the three Gift CertificatesYou may respond directly to this email.Thank you for choosing Hawaiian AirlinesWe look forward to hearing from you soonSincerely,Matthew L [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
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 Although the end resolution is personally satisfactory to my own situation, I remain wary of the business' practice regarding blackout dates and availability I hope that more consumers will question these procedures in the future Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Honestly it’s not all about the money and I don’t want the money; I was really upset of the service I received from the reservation and no response from the Hawaiian Airline Consumer Affairs and about the documents that was faxed over several times I was told by the reservation that once I fax over the documents I will not have to pay any penaltyThe day I was leaving the reservation said she will drop the penalty to $and I will get a refund back as soon the Hawaiian Consumer Affair receive my documents.As I read on the letter, I was really concern about revocation or termination of the employee's benefit I come from a big family and we help each other when we can and that’s what family members do, he has helped me and my family out So from my heart please don’t punish the person who had a big heart in helping out a family memberI was really upset at the reservation department who I could barely understand English and not getting any response from Hawaiian Airline Consumer Affair and to let me know you have received my faxPlease remember your logo “Hawaiian Airline” - Aloha Spirit and FamilyI will pray for my family member, that you will make a right decision in not punishing him We all have to sweat for our family, paying bills and putting food on the table for our family especially for our children I don’t need any refund I repeat “I don’t want any refund” The issue was about the statement I mentioned above Thank you & May God Bless, [redacted]
Complaint: [redacted] I am rejecting this response because:$does not seem like a reasonable travel credit considering the over all cost to fly with Hawaiian Air, let alone travel to Hawaii and having a poor experienced based on not feeling well as a result the sinus infection which resulted from the environment we were subjected toNot to mention that I have yet to fully recoverI think you can clearly do better than what you are offeringI do not consider this matter closedI would also like to confirm that I did in fact take photos of the condition and the other conditions mention in my complaintI do not appreciate having my concerns dismissed or invalidated based on someone opinion after the factI am fully willing to proceed to small claims to cover any losses that I may be entitled to regarding this matter, however as a courtesy wanted to give Hawaiian Airlines the opportunity to resolve this matter with me directly firstAnd with a solution that we both consumer and business can feel good about.If we are not able to come to some type of resolution I will move forward with other means of resolving this issue Sincerely, [redacted] ***
[redacted] * [redacted] Aloha Ms [redacted] ,We received your complaint from the Revdex.com (Revdex.com) on January We’re very sorry to learn about your delayed baggage and carseatAs a customer, you are our valued guestI understand your frustrations with the delay and how your situation was handledI agree that it did take too long to address your complaint and we could have handled it better We take experiences such as yours very seriously, and we will use your feedback to help us improve our service.Your case was forwarded to our Central Baggage Services Department and we understand that they were able to speak to Mr [redacted] They will be sending you a check for the value of the carseatAs a gesture of goodwill, we are issuing each of you a $eTravel Credit, good for future travel on Hawaiian AirlinesPlease note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within - business daysWe recommend that you add " [redacted] ” to your accepted email recipient list so the email is not misdirected to your spam folder.Thank you for taking the time to let us know about your experience.Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms [redacted] , We received your complaint to the Revdex.comWe thank you for taking the time to contact us regarding your card benefitsWe apologize for any misunderstanding there may have been regarding your card benefitsPlease know that your complimentary first bag waiver does not apply to tickets that were purchased a part of a vacation package or through a travel agencyThese terms and conditions are provided during the application process and again when the physical card is deliveredNonetheless, I can certainly understand your frustration and apologize for the inconvenience you may have facedAlthough we're unable to offer you double HawaiianMiles, I have authorized our customer service agents in Honolulu and San Diego to waive your first bag fee on Flight and ($value per flight)Please allow yourself extra time to chewith 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
Message From Consumer Affairs10/26/- Case: CN- [redacted] - [redacted] / [redacted] / [redacted] Aloha Ms ***,Thank you for taking the time to contact usWe appreciate your patience in awaiting our response and have received your complaint from the Better Business BureauI 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, when making your travel plansAs a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor serviceI understand your frustration and have forwarded your e-mail to the Manager of our Reservations Department for her reviewWe 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 KahuluiI 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 receivedAlthough your ticket is nonrefundable, as a courtesy, for the inconvenience you experienced, we have authorized our Reservations Department to waive your change fee of $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.Sand Canada) at 1- [redacted] and refer to your electronic ticket number 1732164128843.Your ticket is valid until September 18, to rebook, for travel as late as August 14, We recommend calling as soon as you know your new travel datesIf 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 ordersIn order to consider a change fee waiver or a refund, please submit a copy of your ordersYou can reply to this email, mail or fax your orders to:Hawaiian AirlinesAttn: Consumer Affairs OfficeP.OBox 30008Honolulu, HI 96820Fax: [redacted] I look forward to hearing back from you soon.Mahalo,Stephanie S
*Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted] *** [redacted] *** [redacted] *** *** * ** ** * *** [redacted] *** [redacted] ** [redacted] ** *** * *** [redacted] *** [redacted] ** [redacted] *** [redacted] *** [redacted] *** [redacted] *** [redacted] [redacted] *** [redacted] [redacted] [redacted]
Complaint: [redacted] I am rejecting this response because: this response does not address the rediculous policy of not being able to select a seat, and certainly doesn't respond to the fact that myself and at least other families were lied to when we booked our seats! This is another airline tactic to overfill their flights (btw, this flight was also oversold) at the expense of their customers The claim that I booked the flight too close to the departure date is rediculous, especially since all of the other families who were affected this day had the same issue I had and several of them had booked at least months prior! One of these families was a family of with small children who were all being split The mom was very upset because she, like me, had called to ensure this wouldn't happen PRIOR to buying the seats! This is a deliberately deceptive business practice designed to allow the airline to continue to oversell their flights at the discomfort of its passengers I, for one, will never fly Hawaiian again and will advise others to do the same Sincerely, [redacted] ***
Aloha Ms [redacted] : Thank you for your 05/12/email in which you simply repeated the “offer” which I previously declined on May 4, prior to filing this Complaint with the Revdex.com I am very surprised disappointed that your company is maintaining its unreasonable and unsatisfactory position.Chapter 481A, Hawaii Revised Statutes (HRS), expressly identifies and proscribes the unfair and deceptive trade practices which Hawaiian Airlines has apparently systemically adopted and implemented One suspects that hundreds – perhaps thousands – of other naïve and trusting consumers have been similarly misled by your company’s apparently knowing and intentional efforts to trick potential customers and, thereby, subsequently impose an exorbitant and unfathomable “change fees” of $per ticket to correct errors or misunderstanding caused by Hawaiian Airlines’ deceptive marketing Should this matter not be amicably and expeditiously resolved at this stage, one imagines that a class-action lawsuit will engender ample evidence that, in its web design, Hawaiian Airlines knew it was creating a confusing and misleading web page As a result, a significant number of present and former Hawaiian Airlines customers who have already paid the “change fee” will join in the legal action to document the adverse financial impact of Hawaiian Airlines’ illicit and wrongful plan to “advertise services with the intent not to sell them as advertised.” §481A-3((a)(9)HRS Despite my extreme frustration and disappointment at discovering that Hawaiian Airlines, a well respected and long-admired business entity in the state of Hawaii, has apparently knowingly and deliberately created a unfair and deceptive website, I would like, if possible, to resolve this Complaint without having unnecessary publicity Toward that goal, I once again respectfully request that Hawaiian Airlines reconsider its position and grant the remedies which I previously requested.Mahalo for your understanding and anticipated assistance[redacted] ***
Complaint: [redacted] I am rejecting this response because: I don’t believe business will take this matter seriouslySo many time and many occasion when they mistreat us customers because they are in their head knowing they are protecting by lawWe can’t do anything to them nor say anything because they are protecting by lawThey are entitled to take us out the plane whenever they feel want to so that why they are behaving this way to all their customer and mistreated us customers We pay a lot of money for all our flightWe shouldn’t have to be the one who feel embarrassed nor feel scare to speak up but you take advantage of thisThis people should not be servicing customers Sincerely, [redacted]
I have the booking emailWhat email address can I use to forward that to you? Agent wrote down on my claim firm that I was a non-rev passenger and then told me to make purchases and I'd be reimbursed for themI don't have any documentation that proves they told me I'd be reimbursed, however, [redacted] and his wife [redacted] both witnessed the conversation I had with this employee Hawaiian has not done their due diligence and contacted [redacted] or [redacted] to get their statementsHawaiian may have a phone call I made to them recorded, where I was given the same informationLet me know if there is anything else you needThanks for your help, [redacted]
Tell us whMessage From Consumer Affairs6/8/- Case: [redacted] - [redacted] @gmail.com*** [redacted] /***Aloha Mr.***, Thank you for taking the time to contact us regarding your recent travel experienceWe appreciate your patience in awaiting our response.We realize that it may be frustrating when you aren’t able to speak with us personallyHowever, we are unable to contact you by phoneFor auditing purposes, all correspondence with our office must be done via email or letter.In the unlikely scenario where there are more guests than seats available, we’re generally able to find volunteers willing to accept an alternative flightIn the even more unlikely scenario where we’re unable to find any volunteers, our airport staff will re-accommodate guests on alternative flights, with compensation, based on our boarding priorityI see that your travel agent booked your reservations on May 12, for travel on May 16, I see that our Reservations Departmentcontacted you on May 16, 2017, informing you of Flight 19, and you were offered an option to change your flight within a day period and a $Travel Credit per person, in which you declinedOurrecords show that you later contacted our Reservations Department to requestmonetary compensation instead, and your travel agent was contacted at that timeI see that you werereaccommodated on Delta Airlines Flight to Los Angeles, connecting on Flight to HonoluluI apologize for the inconvenience and for any misunderstanding you may have receivedRegrettably, we are unable to grant your request of a monetary compensation instead of your issued Travel Credits, as these Travel Credits have no cash value and entitles the passenger named on the Travel Credit for the face amount towards the purchase of any available Hawaiian Airlines published or web fare.However, as a courtesy, I am issuing you a refund of $USD for your baggage fees to the credit card ending in This transaction should reflect on your next credit 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.We appreciate and thank you for taking the time to let us know about your experience.Mahalo,Stephanie S
*Resolution CoordinatorHawaiian Airlines, Consumer Affairs Officey here