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. They have already corrected my my middle initial without charging the $150.00 fee for a name correction. I would like to thank them for their quick response as this is an airline that I preferred to fly with to Hawaii and now will continue to use because of their customer service in resolving issues.
Sincerely,
[redacted]
Dear Ms. [redacted],Thank you for sending us your receipts.As requested, we're refunding your replacement tickets that you had purchased on China Southern Airlines for $470.35 USD. A check will be mailed to the following address and should arrive within 3-4 weeks:[redacted]
[redacted]
In addition, we're refunding a total of $75 ($25 x 3) for your ticketing fees to your respective credit cards (ending in [redacted] and [redacted]). Depending on your billing cycle, this transaction should be reflected on your next statement or the one thereafter.As a goodwill gesture, we're issuing you three $200 eTravel Credits, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5-7 business days.Regretfully, we're unable to reimburse you for the rebooking fees that you had paid to change your flight from Beijing to Honolulu as this change was a voluntary change and the appropriate fees/fare difference was collected.We appreciate the opportunity to assist you with this matter, and we thank you for flying with us. Sincerely,Lawrence K[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs5/16/2017 - Case: [redacted]Revdex.com Complaint # [redacted] [redacted] - [redacted]@gmail.comAloha Mr. [redacted],We received your complaint from the Revdex.comon May 9 about your travel package. We’re very sorry to learn...
you were disappointed with the service you received and for any confusion that occurred regarding their vacation waiver. We have forwarded your comments to the Hawaiian Airlines partner handling your travel package, and we have asked them to contact you regarding this matter. A representative should be contacting you soon regarding your concerns and refund. Thank you for choosing Hawaiian Airlines.Sincerely,Malia P[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha, We have responded to the guest, please review below: Message From Consumer Affairs 6/7/2017 - Case: CN-01288129 [redacted] - [redacted].edu [redacted] [redacted] Aloha Mr. [redacted], We have received your response from the Revdex.com. We appreciate...
your taking the time to share the details of your incident with us. We understand that you are disappointed with our response. Carry-on bags are welcome on board. However, if your carry-on item is not within the carry-on limits, cannot safely be stored under the seat in front of you or in the overhead bin, or if all storage areas are full, we may have to ask you to check in your baggage for pick-up at your destination. For more information about our Baggage Fees and Policies, please click here. Thank you for letting us know about the phone you left on our aircraft. To try to locate your item we contacted our Baggage Service Office at Airport name airport. They will contact you directly if they are able to locate your phone. You may also contact Central Baggage Services directly at 866-389-6654 daily from 6:00 a.m. to 6:00 p.m. (Hawaii Standard Time), 7 days a week, including holidays. Please note, Hawaiian Airlines is not liable for any items left on board the aircraft. For more information about our lost carry-on policy, click here. We truly apologize for the events incurred on your most recent trip with us. We have issued each of you a $75 eTravel Credit as a courtesy. Regrettably, we are unable to provide additional compensation. Thank you for choosing Hawaiian Airlines. Sincerely, Brianne R[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted], We're very sorry to hear you are disappointed with our response. We received your response and the response sent to the Revdex.com. Please allow us the opportunity to respond to each of your concerns. We understand that you are disappointed with the service you received at the Honolulu Airport. Please know that the safety of our guests is our number one priority. Since the views of our guests are always an important consideration, we share our guest's feedback with our airport management teams so we can take this in to consideration as we work to improve our customer experience.Our records show the reason for your delay was due to maintenance. Our records show that flight 8 on October 8, 2016 was delayed 9 hours and 12 minutes upon arrival in Las Vegas. The terms and conditions of tickets, the fare rules, state that any changes to a ticket would result in the collection of the applicable change fee and fare difference. However as a courtesy to our guest who inquired about changing their flights, they were offered to reschedule their flights within a 14 day period waiving the $200 per person change fee and any fare difference. We see that you made a voluntary change to your return flight and as a courtesy you were rebooked for a later flight from Las Vegas to Honolulu on October 12, 2016 with no fee.Mr. [redacted], we appreciate the opportunity to respond to you.Sincerely,Brandi K[redacted]Sr. 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.
Sincerely,
[redacted]
Aloha Ms. [redacted],We received your complaint to the Revdex.com.On behalf of Hawaiian Airlines, we apologize if our Hilo customer service agent quoted you incorrectly. We see you were correctly charged for your two bags (receipt [redacted]); you paid $15 for your first bag and $20...
for your second bag. Although we found no refund is due, we can certainly understand your frustration. Please know I have shared your feedback with our Hilo Airport Managers for their internal review, and we will use your feedback to help us improve our service. If you feel we made an error, please submit your credit card statement showing the disputed charges, and we will review your case again. You may attach your statement in your reply email or mail a copy to the address below.Hawaiian Airlines[redacted]Thank you for flying with us. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted], We received your complaint to the Revdex.com, and we thank you for your patience while awaiting our response. We found there were attempts made online to purchase additional HawaiianMiles. However, after reviewing your HawaiianMiles account, we found the miles were...
not transferred. Therefore, we're in the process of refunding $300.90 to the card ending in 1762. All refunds are processed to the original form of payment for security reasons. Depending on your billing cycle, this transaction should appear on your next statement or the one thereafter. Although we're unable to refund your bank fees, as a courtesy for any inconvenience you faced, we're issuing you a $50 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 choosing Hawaiian Airlines. Sincerely, Resolution Coordinator Hawaiian 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 occurred. I 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.
4/9/2017 - Case: [redacted] - [redacted]@yahoo.comAloha Ms. [redacted], We received your concern from the Revdex.com (Revdex.com) on April 5, 2017. I understand you are disputing charges made to your credit card dated March 10, 2017. 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. Regarding your In-flight charges dated March 6, 2017, our records show the following charges to the credit card ending in 6123, which amounts to a total of $27 USD:Travel Dte Flt# Item Cost3/06/2017 16 HNL SAN Pau Hana M&Ms-Plain 1 $3.00 6123 [redacted] J 3/6/2017 16 HNL SAN Pau Hana H2O 750ML 1 $3.50 6123 [redacted] J 3/6/2017 16 HNL SAN Pau Hana M&Ms-Peanut 1 $3.00 6123 [redacted] J 3/6/2017 16 HNL SAN Pau Hana Pringles 1 $4.00 6123 [redacted] J 3/6/2017 16 HNL SAN Pau Hana Lightly Salted Mac Nuts 1 $3.50 6123 [redacted] J 3/6/2017 16 HNL SAN Pau Hana Moana Blanket 1 $10.00 6123 [redacted] J The above charges were made on Flight 16 from Honolulu to San Diego on March 6, 2017, however, these transactions were processed on March 10, 2017. If you find this in error, or are disputing charges other than the above, please provide us with a copy of your statement showing the additional charges and the form of payment used for our review, and I will be able to continue with your case. You may attach to your reply email or mail the printed statement to the address below and I will be able to continue with your case.Hawaiian AirlinesConsumer Affairs OfficeP.O. Box 30008Honolulu, HI 96820You may also fax your statement to: 1-808-838-6777.I look forward to hearing from you soon.Mahalo,Stephanie S[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
The response isn't a resolution ! It's a run around ! please let me know when you decided to find a resolution. Thank you
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Message From Consumer Affairs11/17/2015 - Case: CN-[redacted] - [redacted]Aloha Ms. [redacted],We understand your ticket wasn't issued when you tried to check-in on September 4, from Honolulu to [redacted]. I can see a ticketing issue occurred, and our airport agent tried their best to...
resolve it. I'll be sure to let our IT Department know about this.Since Business Class was confirmed for your [redacted] to Honolulu flight, the $125 Extra Comfort Seat purchase should definitely be refunded back to the card ending with [redacted]. You should see this credited on the next statement or one thereafter.As a courtesy gesture for the inconveniences you experienced, 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.We again sincerely apologize for your poor experience, and we hope to have the privilege of serving you in the future.Sincerely,Deborah F**Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because:This is not reasonable resolution for this situation. I have responded directly to the email as it was also sent to my direct email. Please see the following response:"Although I appreciate your response,I find it very disappointing that you as a business who brands themselves as operating in the "Spirit of Aloha" refuses to do the right thing and meet your customers halfway.All that I asked for was reasonable compensation in the form of some type of travel credit. I even offered to waive my right to seek full reimbursement in small claims which would include a reasonable portion of if not all expenses considered a loss on this trip. Included but not limited to cost of airfair, lodging, car rental ect. As the money spent on the trip was wasted due to my health being impacted by your airlines lack of proper care, and maintenance. I will also seek that Hawaiian Air pay all legal/court fee's associated with this claim. Which will far exceed what I had ask for in exchange for this complaint. $50 does not even cover the taxes associated with giving Hawaiian Airlines another chance to earn our future business.I would be willing to put this matter behind both myself and Hawaiian Air if at least 1/2 of our ticketed travel fares were reimbursed by means of future travel credit.That being said I will forward this email to the Revdex.com to attach to this case file. I have given Hawaiian Air every opportunity to resolve this issue.Regards,[redacted]"
Sincerely,
[redacted]
Aloha Mr. [redacted],Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, we're sorry to learn that Mr. [redacted] was unable to travel to Los Angeles as scheduled. As 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 departure. We'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 thereafter. All refunds are automatically processed back to the original form of payment. Mr. [redacted], we appreciate the opportunity you took to contact us. Thank you again for choosing Hawaiian Airlines.Sincerely,Matthew V[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
I was told I would be reimbursed by the Hawaiian Airlines agent at the Gate, by the agent who was helping everyone who was waiting for the delayed flight. All I have is a freshly printed out boarding pass that the agent gave me to send to Hawaiian Airlines consumer affairs dept along with the receipt from the hotel once I received it. Hawaiian Airlines should have a record of who was working that gate desk on that day. Not only did the woman tell me I would be reimbursed, she also consulted with a young man, another Hawaiian Airlines Rep, who was also working the gate desk who told her to give me a small card with Hawaiian Airlines contact numbers, including the information on how to contact Consumer Affairs. I faxed both a copy of my boarding pass and hotel receipt to the consumer affairs office.
1/20/2017 - Case: CN-01246393 [redacted] - [redacted][email protected] Aloha Ms. [redacted], We received your complaint to the Revdex.com on January 19. We do not show your JetBlue Trueblue account was in the reservation. We show you did have your HawaiianMiles numbers in the...
reservation and accrued HawaiianMiles. Unfortunately, once you have already put in an airline frequent flier number on your reservation and taken your flights, we are unable to change the airline frequent flier number to accrue miles on a different airline. Thank you for choosing Hawaiian Airlines. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs11/30/2015 - Case: CN-01143161[redacted] - [redacted]_[redacted][email protected]: [redacted]/[redacted]/[redacted]Aloha Ms. [redacted],We received your complaint to the Revdex.com on November 24, 2015.On behalf of Hawaiian Airlines, we're very sorry for the error...
that was made on our website with the pricing of the airfare from Portland to Honolulu on November 25. We're also concerned to hear of the poor service that you've received from our reservations agents while attempting to resolve this matter. As a customer, you are our valued guest. We understand your disappointment and your frustration and have shared your experience with our Web Manager and Reservations Manager for their review.As a goodwill gesture, we're issuing you two (2) $50 eTravel Credits, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5-7 business days. We're sorry that we're unable to honor the fare that was posted for $0.00. As noted in our Contract of Carriage under Rule 5, Application of Tariff, item I, Hawaiian Airlines, as a policy, does not intend to offer tickets priced substantially lower than the intended ticket price for the class of service being sold. Essentially, such fares do not make any economic sense and our customers should be aware that in these circumstances they are not allowed to ticket at these fares and Hawaiian Airlines will not honor such fares.We appreciate the opportunity to respond to you, and respectfully, we consider this matter closed.Sincerely,Lawrence K[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted], We received your complaint to the Revdex.com. We're sorry to learn that you were unable to travel as scheduled due to work, and apologize for any misunderstanding there may have been. We understand you're requesting a refund of your ticket...
payment. However, the fare rules (nonrefundable and nontransferable) are displayed on the payment page during the booking process, and customers must agree to these terms before finalizing the purchase. We see that you purchased your ticket through HawaiianAirlines.com on April 11 and, unfortunately, we're unable to grant your request. Although we don't show you called to cancel your reservation, as a courtesy, we have authorized our Reservations Department to reduce your future change fee to $100. Your ticket will remain valid for rebooking until April 11, 2017 and you may select travel dates up to 330 days in advance. To rebook, please call our Reservations Department toll-free (within the U.S. and Canada) at [redacted] and refer to your electronic ticket number [redacted]. You will be responsible for any difference in fare. Thank you for allowing us the opportunity to assist you with this matter. Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs9/8/2015 - Case: [redacted]Revdex.com Complaint #[redacted] - [redacted]Aloha Ms. [redacted],We received your complaint to the Revdex.com (Revdex.com). All of your emails have been received by our CEO M[redacted] and...
forwarded to our office to respond on his behalf as well as we have received your emails. We're sorry to learn you were unable to travel as scheduled and understand you are disappointed with our responses and decision. Although you feel differently, the safety of our customers and employees is of the utmost importance to Hawaiian Airlines. I do understand your concerns on why you chose to cancel your trip and not to travel due to the weather.Our Operations Department and company had been constantly monitoring the weather and decided that the storms would not have a direct impact on the Islands so we have not issued any storm waivers, which is in line with all the other airlines who were flying to/from Hawaii. Although your tickets are non-refundable, as a courtesy, we have authorized our Reservations Department to waive half of your change fee for $100 (normal change fee is $200). You will be required to pay any additional fare difference and a $100 change fee when you rebook.When you are ready to rebook your flights, please call our Reservations Department toll-free (within the U.S. and Canada) at [redacted] and refer to your electronic ticket number [redacted]. Please note that your ticket is only valid for rebooking until April 19, 2016, at which point it will expire from our system. We recommend calling as soon as you know your new travel date(s).You may select travel dates up to 330 days from the date you call us to rebook your flight. (For example, if you call on October 10, 2015, you may select flights as late as September 4, 2016)Based on the facts of your case, we consider our decision to be fair and appropriate. Respectfully, we still consider this matter closed.Sincerely,Malia P[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. They have already corrected my my middle initial without charging the $150.00 fee for a name correction. I would like to thank them for their quick response as this is an airline that I preferred to fly with to Hawaii and now will continue to use because of their customer service in resolving issues.
Sincerely,
[redacted]
Dear Ms. [redacted],Thank you for sending us your receipts.As requested, we're refunding your replacement tickets that you had purchased on China Southern Airlines for $470.35 USD. A check will be mailed to the following address and should arrive within 3-4 weeks:[redacted]
[redacted]
In addition, we're refunding a total of $75 ($25 x 3) for your ticketing fees to your respective credit cards (ending in [redacted] and [redacted]). Depending on your billing cycle, this transaction should be reflected on your next statement or the one thereafter.As a goodwill gesture, we're issuing you three $200 eTravel Credits, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5-7 business days.Regretfully, we're unable to reimburse you for the rebooking fees that you had paid to change your flight from Beijing to Honolulu as this change was a voluntary change and the appropriate fees/fare difference was collected.We appreciate the opportunity to assist you with this matter, and we thank you for flying with us. Sincerely,Lawrence K[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs5/16/2017 - Case: [redacted]Revdex.com Complaint # [redacted] [redacted] - [redacted]@gmail.comAloha Mr. [redacted],We received your complaint from the Revdex.comon May 9 about your travel package. We’re very sorry to learn...
you were disappointed with the service you received and for any confusion that occurred regarding their vacation waiver. We have forwarded your comments to the Hawaiian Airlines partner handling your travel package, and we have asked them to contact you regarding this matter. A representative should be contacting you soon regarding your concerns and refund. Thank you for choosing Hawaiian Airlines.Sincerely,Malia P[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha, We have responded to the guest, please review below: Message From Consumer Affairs 6/7/2017 - Case: CN-01288129 [redacted] - [redacted].edu [redacted] [redacted] Aloha Mr. [redacted], We have received your response from the Revdex.com. We appreciate...
your taking the time to share the details of your incident with us. We understand that you are disappointed with our response. Carry-on bags are welcome on board. However, if your carry-on item is not within the carry-on limits, cannot safely be stored under the seat in front of you or in the overhead bin, or if all storage areas are full, we may have to ask you to check in your baggage for pick-up at your destination. For more information about our Baggage Fees and Policies, please click here. Thank you for letting us know about the phone you left on our aircraft. To try to locate your item we contacted our Baggage Service Office at Airport name airport. They will contact you directly if they are able to locate your phone. You may also contact Central Baggage Services directly at 866-389-6654 daily from 6:00 a.m. to 6:00 p.m. (Hawaii Standard Time), 7 days a week, including holidays. Please note, Hawaiian Airlines is not liable for any items left on board the aircraft. For more information about our lost carry-on policy, click here. We truly apologize for the events incurred on your most recent trip with us. We have issued each of you a $75 eTravel Credit as a courtesy. Regrettably, we are unable to provide additional compensation. Thank you for choosing Hawaiian Airlines. Sincerely, Brianne R[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted], We're very sorry to hear you are disappointed with our response. We received your response and the response sent to the Revdex.com. Please allow us the opportunity to respond to each of your concerns. We understand that you are disappointed with the service you received at the Honolulu Airport. Please know that the safety of our guests is our number one priority. Since the views of our guests are always an important consideration, we share our guest's feedback with our airport management teams so we can take this in to consideration as we work to improve our customer experience.Our records show the reason for your delay was due to maintenance. Our records show that flight 8 on October 8, 2016 was delayed 9 hours and 12 minutes upon arrival in Las Vegas. The terms and conditions of tickets, the fare rules, state that any changes to a ticket would result in the collection of the applicable change fee and fare difference. However as a courtesy to our guest who inquired about changing their flights, they were offered to reschedule their flights within a 14 day period waiving the $200 per person change fee and any fare difference. We see that you made a voluntary change to your return flight and as a courtesy you were rebooked for a later flight from Las Vegas to Honolulu on October 12, 2016 with no fee.Mr. [redacted], we appreciate the opportunity to respond to you.Sincerely,Brandi K[redacted]Sr. 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.
Sincerely,
[redacted]
Aloha Ms. [redacted],We received your complaint to the Revdex.com.On behalf of Hawaiian Airlines, we apologize if our Hilo customer service agent quoted you incorrectly. We see you were correctly charged for your two bags (receipt [redacted]); you paid $15 for your first bag and $20...
for your second bag. Although we found no refund is due, we can certainly understand your frustration. Please know I have shared your feedback with our Hilo Airport Managers for their internal review, and we will use your feedback to help us improve our service. If you feel we made an error, please submit your credit card statement showing the disputed charges, and we will review your case again. You may attach your statement in your reply email or mail a copy to the address below.Hawaiian Airlines[redacted]Thank you for flying with us. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted], We received your complaint to the Revdex.com, and we thank you for your patience while awaiting our response. We found there were attempts made online to purchase additional HawaiianMiles. However, after reviewing your HawaiianMiles account, we found the miles were...
not transferred. Therefore, we're in the process of refunding $300.90 to the card ending in 1762. All refunds are processed to the original form of payment for security reasons. Depending on your billing cycle, this transaction should appear on your next statement or the one thereafter. Although we're unable to refund your bank fees, as a courtesy for any inconvenience you faced, we're issuing you a $50 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 choosing Hawaiian Airlines. Sincerely, Resolution Coordinator Hawaiian 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 occurred. I 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.
4/9/2017 - Case: [redacted] - [redacted]@yahoo.comAloha Ms. [redacted], We received your concern from the Revdex.com (Revdex.com) on April 5, 2017. I understand you are disputing charges made to your credit card dated March 10, 2017. 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. Regarding your In-flight charges dated March 6, 2017, our records show the following charges to the credit card ending in 6123, which amounts to a total of $27 USD:Travel Dte Flt# Item Cost3/06/2017 16 HNL SAN Pau Hana M&Ms-Plain 1 $3.00 6123 [redacted] J 3/6/2017 16 HNL SAN Pau Hana H2O 750ML 1 $3.50 6123 [redacted] J 3/6/2017 16 HNL SAN Pau Hana M&Ms-Peanut 1 $3.00 6123 [redacted] J 3/6/2017 16 HNL SAN Pau Hana Pringles 1 $4.00 6123 [redacted] J 3/6/2017 16 HNL SAN Pau Hana Lightly Salted Mac Nuts 1 $3.50 6123 [redacted] J 3/6/2017 16 HNL SAN Pau Hana Moana Blanket 1 $10.00 6123 [redacted] J The above charges were made on Flight 16 from Honolulu to San Diego on March 6, 2017, however, these transactions were processed on March 10, 2017. If you find this in error, or are disputing charges other than the above, please provide us with a copy of your statement showing the additional charges and the form of payment used for our review, and I will be able to continue with your case. You may attach to your reply email or mail the printed statement to the address below and I will be able to continue with your case.Hawaiian AirlinesConsumer Affairs OfficeP.O. Box 30008Honolulu, HI 96820You may also fax your statement to: 1-808-838-6777.I look forward to hearing from you soon.Mahalo,Stephanie S[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
The response isn't a resolution ! It's a run around ! please let me know when you decided to find a resolution. Thank you
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Message From Consumer Affairs11/17/2015 - Case: CN-[redacted] - [redacted]Aloha Ms. [redacted],We understand your ticket wasn't issued when you tried to check-in on September 4, from Honolulu to [redacted]. I can see a ticketing issue occurred, and our airport agent tried their best to...
resolve it. I'll be sure to let our IT Department know about this.Since Business Class was confirmed for your [redacted] to Honolulu flight, the $125 Extra Comfort Seat purchase should definitely be refunded back to the card ending with [redacted]. You should see this credited on the next statement or one thereafter.As a courtesy gesture for the inconveniences you experienced, 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.We again sincerely apologize for your poor experience, and we hope to have the privilege of serving you in the future.Sincerely,Deborah F**Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Revdex.com:
The issue has been resolved. Thank you
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:This is not reasonable resolution for this situation. I have responded directly to the email as it was also sent to my direct email. Please see the following response:"Although I appreciate your response,I find it very disappointing that you as a business who brands themselves as operating in the "Spirit of Aloha" refuses to do the right thing and meet your customers halfway.All that I asked for was reasonable compensation in the form of some type of travel credit. I even offered to waive my right to seek full reimbursement in small claims which would include a reasonable portion of if not all expenses considered a loss on this trip. Included but not limited to cost of airfair, lodging, car rental ect. As the money spent on the trip was wasted due to my health being impacted by your airlines lack of proper care, and maintenance. I will also seek that Hawaiian Air pay all legal/court fee's associated with this claim. Which will far exceed what I had ask for in exchange for this complaint. $50 does not even cover the taxes associated with giving Hawaiian Airlines another chance to earn our future business.I would be willing to put this matter behind both myself and Hawaiian Air if at least 1/2 of our ticketed travel fares were reimbursed by means of future travel credit.That being said I will forward this email to the Revdex.com to attach to this case file. I have given Hawaiian Air every opportunity to resolve this issue.Regards,[redacted]"
Sincerely,
[redacted]
Aloha Mr. [redacted],Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, we're sorry to learn that Mr. [redacted] was unable to travel to Los Angeles as scheduled. As 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 departure. We'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 thereafter. All refunds are automatically processed back to the original form of payment. Mr. [redacted], we appreciate the opportunity you took to contact us. Thank you again for choosing Hawaiian Airlines.Sincerely,Matthew V[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
I was told I would be reimbursed by the Hawaiian Airlines agent at the Gate, by the agent who was helping everyone who was waiting for the delayed flight. All I have is a freshly printed out boarding pass that the agent gave me to send to Hawaiian Airlines consumer affairs dept along with the receipt from the hotel once I received it. Hawaiian Airlines should have a record of who was working that gate desk on that day. Not only did the woman tell me I would be reimbursed, she also consulted with a young man, another Hawaiian Airlines Rep, who was also working the gate desk who told her to give me a small card with Hawaiian Airlines contact numbers, including the information on how to contact Consumer Affairs. I faxed both a copy of my boarding pass and hotel receipt to the consumer affairs office.
1/20/2017 - Case: CN-01246393 [redacted] - [redacted][email protected] Aloha Ms. [redacted], We received your complaint to the Revdex.com on January 19. We do not show your JetBlue Trueblue account was in the reservation. We show you did have your HawaiianMiles numbers in the...
reservation and accrued HawaiianMiles. Unfortunately, once you have already put in an airline frequent flier number on your reservation and taken your flights, we are unable to change the airline frequent flier number to accrue miles on a different airline. Thank you for choosing Hawaiian Airlines. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs11/30/2015 - Case: CN-01143161[redacted] - [redacted]_[redacted][email protected]: [redacted]/[redacted]/[redacted]Aloha Ms. [redacted],We received your complaint to the Revdex.com on November 24, 2015.On behalf of Hawaiian Airlines, we're very sorry for the error...
that was made on our website with the pricing of the airfare from Portland to Honolulu on November 25. We're also concerned to hear of the poor service that you've received from our reservations agents while attempting to resolve this matter. As a customer, you are our valued guest. We understand your disappointment and your frustration and have shared your experience with our Web Manager and Reservations Manager for their review.As a goodwill gesture, we're issuing you two (2) $50 eTravel Credits, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5-7 business days. We're sorry that we're unable to honor the fare that was posted for $0.00. As noted in our Contract of Carriage under Rule 5, Application of Tariff, item I, Hawaiian Airlines, as a policy, does not intend to offer tickets priced substantially lower than the intended ticket price for the class of service being sold. Essentially, such fares do not make any economic sense and our customers should be aware that in these circumstances they are not allowed to ticket at these fares and Hawaiian Airlines will not honor such fares.We appreciate the opportunity to respond to you, and respectfully, we consider this matter closed.Sincerely,Lawrence K[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted], We received your complaint to the Revdex.com. We're sorry to learn that you were unable to travel as scheduled due to work, and apologize for any misunderstanding there may have been. We understand you're requesting a refund of your ticket...
payment. However, the fare rules (nonrefundable and nontransferable) are displayed on the payment page during the booking process, and customers must agree to these terms before finalizing the purchase. We see that you purchased your ticket through HawaiianAirlines.com on April 11 and, unfortunately, we're unable to grant your request. Although we don't show you called to cancel your reservation, as a courtesy, we have authorized our Reservations Department to reduce your future change fee to $100. Your ticket will remain valid for rebooking until April 11, 2017 and you may select travel dates up to 330 days in advance. To rebook, please call our Reservations Department toll-free (within the U.S. and Canada) at [redacted] and refer to your electronic ticket number [redacted]. You will be responsible for any difference in fare. Thank you for allowing us the opportunity to assist you with this matter. Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs9/8/2015 - Case: [redacted]Revdex.com Complaint #[redacted] - [redacted]Aloha Ms. [redacted],We received your complaint to the Revdex.com (Revdex.com). All of your emails have been received by our CEO M[redacted] and...
forwarded to our office to respond on his behalf as well as we have received your emails. We're sorry to learn you were unable to travel as scheduled and understand you are disappointed with our responses and decision. Although you feel differently, the safety of our customers and employees is of the utmost importance to Hawaiian Airlines. I do understand your concerns on why you chose to cancel your trip and not to travel due to the weather.Our Operations Department and company had been constantly monitoring the weather and decided that the storms would not have a direct impact on the Islands so we have not issued any storm waivers, which is in line with all the other airlines who were flying to/from Hawaii. Although your tickets are non-refundable, as a courtesy, we have authorized our Reservations Department to waive half of your change fee for $100 (normal change fee is $200). You will be required to pay any additional fare difference and a $100 change fee when you rebook.When you are ready to rebook your flights, please call our Reservations Department toll-free (within the U.S. and Canada) at [redacted] and refer to your electronic ticket number [redacted]. Please note that your ticket is only valid for rebooking until April 19, 2016, at which point it will expire from our system. We recommend calling as soon as you know your new travel date(s).You may select travel dates up to 330 days from the date you call us to rebook your flight. (For example, if you call on October 10, 2015, you may select flights as late as September 4, 2016)Based on the facts of your case, we consider our decision to be fair and appropriate. Respectfully, we still consider this matter closed.Sincerely,Malia P[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office