Message From Consumer Affairs
10/2/2015 - Case: CN-[redacted]
[redacted] - [redacted]
Aloha Mr. [redacted],
On behalf of Hawaiian Airlines, we apologize that you were unable to access the Unlimited TV Pack on your Seattle flight. We're especially sorry for the way your...
concerns were addressed. I've shared your comments with our In-Flight Service and HawaiianMiles managers.
We take experiences such as yours very seriously, and we will use your feedback to help us improve our service. As a courtesy, we are issuing you a $50 eTravel Credit, good for future travel on Hawaiian Airlines.
Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add “[email protected]” 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. We extend you a warm aloha and mahalo for your business as a Premier member.
Sincerely,
Trenda S[redacted]
Sr. Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
cc: Revdex.com
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]
Dear Mr. [redacted],The Contract of Carriage states that the request for the Guaranteed Airfare Rule must be done before any portion of the ticket has been used. Because you did not contact us before you traveled, we're unable to grant your request for a travel credit.Respectfully, your case will remain closed.Sincerely,[redacted], Consumer Affairs Office
Aloha Mr. [redacted],We received your complaint to the Revdex.com.On behalf of Hawaiian Airlines, we apologize for any misunderstanding there may have been. We 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 apply. Although 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 $200. Please understand that a service fee applies to
all non-refundable tickets that are granted a refund. If 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
Complaint: [redacted]
I am rejecting this response because: They are pushing any responsibility off to the credit card company instead of dealing with a charge that their company made to my card. I would like Hawaiian Air to resolve this unauthorized charge they made to my credit card and not just give me a brush off. I have already contacted my credit card company and they recommended I deal with Hawaiian Air as that would be the fastest and simplest way for the charge to be removed from my card. Hawaiian Air has the ability to remove this charge from my card and they are refusing to do anything about it, passing the responsibility off to others when the problem originated from them.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Aloha Mr. [redacted], Mahalo for contacting us. We received your complaint from the Revdex.com, and I certainly do apologize for the delay in response. Although your tickets are non-refundable, as a courtesy, we have authorized our Reservations Department to waive your change...
f**s of up to $200 (per person). You will be required to pay any additional fare difference. When you are ready to rebook your flights, please call our Reservations Department toll-fr** (within the U.S. and Canada) at 1-800-367-5320 and refer to your electronic ticket numbers [redacted]. Your tickets are valid until September 26, 2018 for travel as late as August 22, 2019. Mr. [redacted], once again, I do apologize for the delay in our response, and I greatly appreciate your patience. Please let me know if you have any questions or concerns. Mahalo, Matthew L** Resolution Coordinator Hawaiian 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.
Mahalo for your help in this matter!
Sincerely,
[redacted]
Aloha [redacted],We received your complaint to the Revdex.com on March 14.On behalf of Hawaiian Airlines, we're very sorry for the confusion that was caused by the expiration date of your 50% Companion Discount Certificate. Due to a computer glitch, the wrong expiration date was...
displayed in your HawaiianMiles account. Please know that our HawaiianMiles and IT Departments have been made aware of the situation and will be making corrections in the near future.Your case was referred to our Reservations Department for their handling. We show that they have been in contact with you and will be honoring the expiration date that was displayed in your account for your 50% Companion Discount Certificate. We understand that they are in the process of assisting you with your reservations for your preferred dates of travel.We thank you for taking the time to let us know about your experience, and we thank you for being a HawaiianMiles member. Sincerely,Lawrence K[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Spot #2 for complaint #[redacted]---------- Forwarded message ----------From: harlow [redacted] <[email protected]>Date: Sun, Oct 11, 2015 at 8:19 PMSubject: Fw: Your Parking ReservationTo: "Michael S. [redacted]" <[email protected]>On Friday, September 25, 2015 8:35 AM, Airport Parking Specials <[email protected]> wrote: Dear michael [redacted] ,Your reservation is complete. Your 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: 8 Days (10-03-2015 06:00 to 10-10-2015 21:00) Parking Lot Location : 1740 N. 4th St. San Jose, CA 95112Traveler : michael [redacted] Email : [email protected] Payment InformationParking : $55.92Taxes & Fees : $9.47Total : $65.39DirectionsPARKING LOT INFORMATION & DIRECTIONSEZ ParkFly1740 N.4th St. San Jose CA 95112For directions please click this link:http://www.ezparkfly.com/contact-us/#directionCHECK IN** PLEASE PRINT THIS RESERVATION CONFIRMATION AND SHOW IT AT THE GATE. IF YOU CAN NOT PRINT IT, PLEASE BRING THE CONFIRMATION NUMBER WITH YOU TO SHOW THE PERSON AT THE GATE.** SHUTTLE INFOWe are open 24/7. Shuttle runs every 5 to 15 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 408-565-5243 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 24hrs. Cancellation should be made on airport parking specials website on the Cancel Reservation page located here: http://www.airportparkingspecials.com/cancellation-request -- [redacted]Broker...⇄
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]
Hello. i am not pleased with the outcome and response from Hawaiian Airlines. This was the same solution offered weeks ago with no results. I have spoken to Hawaiian for a different response that will drive results. I am still very disappointed because no one has taken the time to think about resolutions that will resolve this issue. It has been almost a month and Hawaiian Airlines and their partners have been just giving me the run around. In the letter, they speak about valuing their customers and our loyalty. As of right now, I do not feel valued or that my loyalty is something desired. Hawaiian Airlines has "escalated" the issue, however, this was also promised to me a month ago prior to reaching out to the Revdex.com.
Aloha Mr. [redacted],We received your complaint to the Revdex.com. As you requested, in your...
previous emails, we authorized the extension of your ticket. However, we understand that you're no longer able to travel. Our records show you purchased your ticket through a travel agency and they are responsible to advise you of the rules and restrictions of your non-refundable ticket. As a one-time courtesy, we have authorized your travel agency to refund your ticket less a service fee of $300. Please understand that a service fee applies to all non-refundable tickets that are granted a refund. You may contact your travel agency to process your refund. Please note that they may have processing fees that we're unable to waive. We thank you for the opportunity to respond to your concerns. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Here is the email correspondence from [redacted] that clearly states Hawaiian is responsible.Dear
Mr. [redacted],
Thank you for your
e-mail to [redacted] Air Lines.
We are sorry to learn about the delayed
delivery of your baggage and the inconvenience you experienced.
Every
precaution is taken to have a passenger's baggage arrive on the same flight and
in the same condition as when it was checked into our care. We normally succeed
with few exceptions, and it is unfortunate that we were unable to meet your
expectations on this occasion.
We are unable to offer you a rebate for
baggage fees in this instance since our records indicate that your baggage fees
were not paid to [redacted], they were paid to Hawaiian Airlines. We can only offer
a rebate for baggage fees paid to [redacted], or to a [redacted] Connection Carrier. If
your baggage fee was paid to [redacted], please send us a copy of your Excess Baggage
Receipt Number. This should be a 13 digit number starting with
006.
We
will, however, consider reimbursement for any reasonable out-of-pocket expenses
you may have incurred during the delay of your luggage. Please go to [redacted]
and complete an Expense Reimbursement Form. You will need the file reference
number, [redacted], and receipts for any purchases made.
In the
event your software is not compatible with ours, a claim form may be mailed to
you.
Please
accept our apology for the poor impression you received in this instance. We
appreciate your selection of [redacted] and will always consider it a privilege to be
of service.
Message From Consumer Affairs1/11/2016 - Case: CN-[redacted]Revdex.com #[redacted] - [redacted][email protected]: [redacted]Aloha Ms. [redacted],We received your complaint that you filed with the Revdex.com (Revdex.com) on December 30. We’re very...
sorry to learn about your unpleasant experience with Hawaiian Airlines and our Central Baggage Service. As a customer, you are our valued guest. I understand your frustrations how your issues were handled and that you had to keep calling to find out information concerning your bag. We take experiences such as yours very seriously, and we will use your feedback to help us improve our service. Your concerns have been forwarded to our Baggage Manger for her review. As a gesture of goodwill, we are issuing you a$100 eTravel Credit, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add "[redacted]” to your accepted email recipient list so the email is not misdirected to your spam folder.Thank you for taking the time to let us know about your experience.Sincerely,Malia P[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 1/6/2017 - Case: [redacted] Stephanie N[redacted] - [redacted]@gmail.com Aloha Ms.N[redacted], We received your complaint to the Revdex.com on January 5.We're very sorry to hear about your situation. I understand your frustrations with your experience...
when you called our Reservations Department to purchase a flight and at the airport.In order for us to research your case, please send us your ticket numbers or confirmation numbers and we will be able to continue with your case. Wewere not able to find any recent reservations under your name. We look forward to hearing from you soon. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
This response was sent to the customer on March 9, 2016:Aloha Ms. [redacted]:This email is in response to your request for a baggage fee refund. Baggage fees are non-refundable. When two different airlines with reciprocal baggage agreements are involved, the first carrier checks your bags...
to the final destination and will collect all baggage and handling fees. In checking our records, and [redacted]’s baggage irregularity report, your bags were checked in and transferred to [redacted]/05MAR as tagged. We found a “Forwarding Message” that was generated by LAXDL that your bags were offloaded in LAX and listed as “On-Hand” instead of being loaded on to [redacted], so after you filed a report in [redacted], a “match” was triggered to the bags on-hand in LAX, then forwarded on to [redacted].We are sorry that you were misinformed by [redacted] that you could get your baggage fees refunded by Hawaiian Airlines, but hope our explanation of how our baggage agreements work between two different carriers gives you a better understanding.Mahalo,DoreenHawaiian Airlines Claims Dept.[redacted] [redacted]
Message From Consumer Affairs4/26/2016 - Case: CN-[redacted] - [redacted]RE: [redacted]; Aloha Ms. [redacted],We received your complaint to the Revdex.com (Revdex.com) on April 18. Thank you...
for your patience as we investigated your case. I'm very sorry to hear about your experience at the Seattle Airport and for the misinformation you received from our chat agents. We understand that you were traveling with your small children to Pago Pago. Due to recent updates, the documentation required for Pago Pago has changed to allow children under the age of 5 to travel with a birth certificate only if the parent or guardian is traveling with the child is a U.S. National or Citizen traveling with valid documents. However, based on the date of travel, our agents in Seattle did correctly inform you that U.S. citizens (including children) traveling to Pago Pago required a valid birth certificate, certificate of identity or a birth certificate and government ID. Customers are responsible for having the necessary documents to enter the territory or country they're traveling to. You may go tour website www.hawaiianairlines.com/legal/international-contract-of-carriage/administrative...⇄ for more information regarding our guests' responsibility to present the required documents. We understand you were disappointed that you were not been able to travel to Honolulu; while our agents were enforcing our policies, I know it is stressful to travel with young children and this caused additional stress for your family. We appreciate your feedback and we are working on updating our website. Please know we have taken your concerns seriously and we have shared your letter with our Seattle airport management team for their review. Unfortunately, we are unable to reimburse you for the passport fees you paid. As a gesture of goodwill, we are issuing you a $120 eTravel Credit, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add "[redacted]” to your accepted email recipient list so the email is not misdirected to your spam folder.For future travels, you may email the Office of the Attorney General at [redacted] or call ###-###-#### for assistance with the required documents while traveling to American Samoa.Ms. [redacted], thank you for sharing your experience with us. Sincerely,Malia P[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office...
Aloha Ms. M[redacted], We received your complaint to the Revdex.com. I apologize for any misunderstanding there may have been regarding your tickets. I see that your tickets were purchased through a travel agency and they are non-refundable. However, changes are allowed for a service fee...
of $200 plus any fare difference. Your agency is responsible to advise you of such fees and of the proper procedures to make changes. As noted on HawaiianAirlines.com, an additional $25 handling charge applies for changes on travel agency bookings when calling our Reservations Department. Unfortunately, purchasing a completely new and separate ticket does not grant guests a refund of their original ticket. Your desired changes should have been made to your original ticket. However, as a one-time courtesy, I can offer to refund ticket number [redacted] less $225 (the fees that would've applied through us if the proper change procedures were followed). If you'd like to accept this courtesy offer, please advise by replying to this email. I look forward to hearing from you soon. Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs
10/2/2015 - Case: CN-[redacted]
[redacted] - [redacted]
Aloha Mr. [redacted],
On behalf of Hawaiian Airlines, we apologize that you were unable to access the Unlimited TV Pack on your Seattle flight. We're especially sorry for the way your...
concerns were addressed. I've shared your comments with our In-Flight Service and HawaiianMiles managers.
We take experiences such as yours very seriously, and we will use your feedback to help us improve our service. As a courtesy, we are issuing you a $50 eTravel Credit, good for future travel on Hawaiian Airlines.
Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add “[email protected]” 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. We extend you a warm aloha and mahalo for your business as a Premier member.
Sincerely,
Trenda S[redacted]
Sr. Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
cc: Revdex.com
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]
Dear Mr. [redacted],The Contract of Carriage states that the request for the Guaranteed Airfare Rule must be done before any portion of the ticket has been used. Because you did not contact us before you traveled, we're unable to grant your request for a travel credit.Respectfully, your case will remain closed.Sincerely,[redacted], Consumer Affairs Office
Aloha Mr. [redacted],We received your complaint to the Revdex.com.On behalf of Hawaiian Airlines, we apologize for any misunderstanding there may have been. We 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 apply. Although 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 $200. Please understand that a service fee applies to
all non-refundable tickets that are granted a refund. If 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
Complaint: [redacted]
I am rejecting this response because: They are pushing any responsibility off to the credit card company instead of dealing with a charge that their company made to my card. I would like Hawaiian Air to resolve this unauthorized charge they made to my credit card and not just give me a brush off. I have already contacted my credit card company and they recommended I deal with Hawaiian Air as that would be the fastest and simplest way for the charge to be removed from my card. Hawaiian Air has the ability to remove this charge from my card and they are refusing to do anything about it, passing the responsibility off to others when the problem originated from them.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
I was not offered option to reschedule. [redacted]
Aloha Mr. [redacted], Mahalo for contacting us. We received your complaint from the Revdex.com, and I certainly do apologize for the delay in response. Although your tickets are non-refundable, as a courtesy, we have authorized our Reservations Department to waive your change...
f**s of up to $200 (per person). You will be required to pay any additional fare difference. When you are ready to rebook your flights, please call our Reservations Department toll-fr** (within the U.S. and Canada) at 1-800-367-5320 and refer to your electronic ticket numbers [redacted]. Your tickets are valid until September 26, 2018 for travel as late as August 22, 2019. Mr. [redacted], once again, I do apologize for the delay in our response, and I greatly appreciate your patience. Please let me know if you have any questions or concerns. Mahalo, Matthew L** Resolution Coordinator Hawaiian 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.
Mahalo for your help in this matter!
Sincerely,
[redacted]
Aloha [redacted],We received your complaint to the Revdex.com on March 14.On behalf of Hawaiian Airlines, we're very sorry for the confusion that was caused by the expiration date of your 50% Companion Discount Certificate. Due to a computer glitch, the wrong expiration date was...
displayed in your HawaiianMiles account. Please know that our HawaiianMiles and IT Departments have been made aware of the situation and will be making corrections in the near future.Your case was referred to our Reservations Department for their handling. We show that they have been in contact with you and will be honoring the expiration date that was displayed in your account for your 50% Companion Discount Certificate. We understand that they are in the process of assisting you with your reservations for your preferred dates of travel.We thank you for taking the time to let us know about your experience, and we thank you for being a HawaiianMiles member. Sincerely,Lawrence K[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Spot #2 for complaint #[redacted]---------- Forwarded message ----------From: harlow [redacted] <[email protected]>Date: Sun, Oct 11, 2015 at 8:19 PMSubject: Fw: Your Parking ReservationTo: "Michael S. [redacted]" <[email protected]>On Friday, September 25, 2015 8:35 AM, Airport Parking Specials <[email protected]> wrote: Dear michael [redacted] ,Your reservation is complete. Your 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: 8 Days (10-03-2015 06:00 to 10-10-2015 21:00) Parking Lot Location : 1740 N. 4th St. San Jose, CA 95112Traveler : michael [redacted] Email : [email protected] Payment InformationParking : $55.92Taxes & Fees : $9.47Total : $65.39DirectionsPARKING LOT INFORMATION & DIRECTIONSEZ ParkFly1740 N.4th St. San Jose CA 95112For directions please click this link:http://www.ezparkfly.com/contact-us/#directionCHECK IN** PLEASE PRINT THIS RESERVATION CONFIRMATION AND SHOW IT AT THE GATE. IF YOU CAN NOT PRINT IT, PLEASE BRING THE CONFIRMATION NUMBER WITH YOU TO SHOW THE PERSON AT THE GATE.** SHUTTLE INFOWe are open 24/7. Shuttle runs every 5 to 15 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 408-565-5243 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 24hrs. Cancellation should be made on airport parking specials website on the Cancel Reservation page located here: http://www.airportparkingspecials.com/cancellation-request -- [redacted]Broker...⇄
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]
Hello. i am not pleased with the outcome and response from Hawaiian Airlines. This was the same solution offered weeks ago with no results. I have spoken to Hawaiian for a different response that will drive results. I am still very disappointed because no one has taken the time to think about resolutions that will resolve this issue. It has been almost a month and Hawaiian Airlines and their partners have been just giving me the run around. In the letter, they speak about valuing their customers and our loyalty. As of right now, I do not feel valued or that my loyalty is something desired. Hawaiian Airlines has "escalated" the issue, however, this was also promised to me a month ago prior to reaching out to the Revdex.com.
Aloha Mr. [redacted],We received your complaint to the Revdex.com. As you requested, in your...
previous emails, we authorized the extension of your ticket. However, we understand that you're no longer able to travel. Our records show you purchased your ticket through a travel agency and they are responsible to advise you of the rules and restrictions of your non-refundable ticket. As a one-time courtesy, we have authorized your travel agency to refund your ticket less a service fee of $300. Please understand that a service fee applies to all non-refundable tickets that are granted a refund. You may contact your travel agency to process your refund. Please note that they may have processing fees that we're unable to waive. We thank you for the opportunity to respond to your concerns. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Here is the email correspondence from [redacted] that clearly states Hawaiian is responsible.Dear
Mr. [redacted],
Thank you for your
e-mail to [redacted] Air Lines.
We are sorry to learn about the delayed
delivery of your baggage and the inconvenience you experienced.
Every
precaution is taken to have a passenger's baggage arrive on the same flight and
in the same condition as when it was checked into our care. We normally succeed
with few exceptions, and it is unfortunate that we were unable to meet your
expectations on this occasion.
We are unable to offer you a rebate for
baggage fees in this instance since our records indicate that your baggage fees
were not paid to [redacted], they were paid to Hawaiian Airlines. We can only offer
a rebate for baggage fees paid to [redacted], or to a [redacted] Connection Carrier. If
your baggage fee was paid to [redacted], please send us a copy of your Excess Baggage
Receipt Number. This should be a 13 digit number starting with
006.
We
will, however, consider reimbursement for any reasonable out-of-pocket expenses
you may have incurred during the delay of your luggage. Please go to [redacted]
and complete an Expense Reimbursement Form. You will need the file reference
number, [redacted], and receipts for any purchases made.
In the
event your software is not compatible with ours, a claim form may be mailed to
you.
Please
accept our apology for the poor impression you received in this instance. We
appreciate your selection of [redacted] and will always consider it a privilege to be
of service.
Sincerely,
[redacted]
Baggage Service Center
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
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Message From Consumer Affairs1/11/2016 - Case: CN-[redacted]Revdex.com #[redacted] - [redacted][email protected]: [redacted]Aloha Ms. [redacted],We received your complaint that you filed with the Revdex.com (Revdex.com) on December 30. We’re very...
sorry to learn about your unpleasant experience with Hawaiian Airlines and our Central Baggage Service. As a customer, you are our valued guest. I understand your frustrations how your issues were handled and that you had to keep calling to find out information concerning your bag. We take experiences such as yours very seriously, and we will use your feedback to help us improve our service. Your concerns have been forwarded to our Baggage Manger for her review. As a gesture of goodwill, we are issuing you a$100 eTravel Credit, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add "[redacted]” to your accepted email recipient list so the email is not misdirected to your spam folder.Thank you for taking the time to let us know about your experience.Sincerely,Malia P[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 1/6/2017 - Case: [redacted] Stephanie N[redacted] - [redacted]@gmail.com Aloha Ms.N[redacted], We received your complaint to the Revdex.com on January 5.We're very sorry to hear about your situation. I understand your frustrations with your experience...
when you called our Reservations Department to purchase a flight and at the airport.In order for us to research your case, please send us your ticket numbers or confirmation numbers and we will be able to continue with your case. Wewere not able to find any recent reservations under your name. We look forward to hearing from you soon. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
This response was sent to the customer on March 9, 2016:Aloha Ms. [redacted]:This email is in response to your request for a baggage fee refund. Baggage fees are non-refundable. When two different airlines with reciprocal baggage agreements are involved, the first carrier checks your bags...
to the final destination and will collect all baggage and handling fees. In checking our records, and [redacted]’s baggage irregularity report, your bags were checked in and transferred to [redacted]/05MAR as tagged. We found a “Forwarding Message” that was generated by LAXDL that your bags were offloaded in LAX and listed as “On-Hand” instead of being loaded on to [redacted], so after you filed a report in [redacted], a “match” was triggered to the bags on-hand in LAX, then forwarded on to [redacted].We are sorry that you were misinformed by [redacted] that you could get your baggage fees refunded by Hawaiian Airlines, but hope our explanation of how our baggage agreements work between two different carriers gives you a better understanding.Mahalo,DoreenHawaiian Airlines Claims Dept.[redacted] [redacted]
Message From Consumer Affairs4/26/2016 - Case: CN-[redacted] - [redacted]RE: [redacted]; Aloha Ms. [redacted],We received your complaint to the Revdex.com (Revdex.com) on April 18. Thank you...
for your patience as we investigated your case. I'm very sorry to hear about your experience at the Seattle Airport and for the misinformation you received from our chat agents. We understand that you were traveling with your small children to Pago Pago. Due to recent updates, the documentation required for Pago Pago has changed to allow children under the age of 5 to travel with a birth certificate only if the parent or guardian is traveling with the child is a U.S. National or Citizen traveling with valid documents. However, based on the date of travel, our agents in Seattle did correctly inform you that U.S. citizens (including children) traveling to Pago Pago required a valid birth certificate, certificate of identity or a birth certificate and government ID. Customers are responsible for having the necessary documents to enter the territory or country they're traveling to. You may go tour website www.hawaiianairlines.com/legal/international-contract-of-carriage/administrative...⇄ for more information regarding our guests' responsibility to present the required documents. We understand you were disappointed that you were not been able to travel to Honolulu; while our agents were enforcing our policies, I know it is stressful to travel with young children and this caused additional stress for your family. We appreciate your feedback and we are working on updating our website. Please know we have taken your concerns seriously and we have shared your letter with our Seattle airport management team for their review. Unfortunately, we are unable to reimburse you for the passport fees you paid. As a gesture of goodwill, we are issuing you a $120 eTravel Credit, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add "[redacted]” to your accepted email recipient list so the email is not misdirected to your spam folder.For future travels, you may email the Office of the Attorney General at [redacted] or call ###-###-#### for assistance with the required documents while traveling to American Samoa.Ms. [redacted], thank you for sharing your experience with us. Sincerely,Malia P[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office...
Aloha Ms. M[redacted], We received your complaint to the Revdex.com. I apologize for any misunderstanding there may have been regarding your tickets. I see that your tickets were purchased through a travel agency and they are non-refundable. However, changes are allowed for a service fee...
of $200 plus any fare difference. Your agency is responsible to advise you of such fees and of the proper procedures to make changes. As noted on HawaiianAirlines.com, an additional $25 handling charge applies for changes on travel agency bookings when calling our Reservations Department. Unfortunately, purchasing a completely new and separate ticket does not grant guests a refund of their original ticket. Your desired changes should have been made to your original ticket. However, as a one-time courtesy, I can offer to refund ticket number [redacted] less $225 (the fees that would've applied through us if the proper change procedures were followed). If you'd like to accept this courtesy offer, please advise by replying to this email. I look forward to hearing from you soon. Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office