Here is a copy of the response sent to Ms. [redacted] on May 12, 2017. Message From Consumer Affairs5/12/2017 - Case: [redacted] - [redacted]@gmail.comAloha Ms. [redacted],We’re very sorry to learn about your unpleasant experience on your recent trip with us. As...
a customer, you are our valued guest. I would certainly be upset to learn there were no vegetarian meals on the flight. I understand that you were extremely disappointed and empathize with your circumstances. Although we don’t offer special meals on board, guests who have special dietary restrictions are welcome to bring their own meals. We do appreciate your input and have shared your comments with our Product Development team for their review. Please visit our website for more information on our in-flight meal service. We're also truly concerned about the lack of concern our flight attendants expressed and for your feedback regarding our restrooms. In situations like this, we expect our flight attendants to be mindful and accommodating. At Hawaiian Airlines, we also strive to provide and clean and comfortable environment. We understand your frustration and have also forwarded your e-mail to the In-flight Manager for their review. We take experiences such as yours very seriously, and we will use your feedback to help us improve our service.Ms. [redacted], thank you for taking the time to share your experience with us. Please accept our sincerest apology for the difficulties we have caused you.Sincerely,Brianne R[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. L*,Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, we're sorry to learn that you were unable to travel to Honolulu as scheduled. As a customer, you are our valued guest and I understand your disappointment. I too would be upset if I was unable to...
start my much anticipated trip as planned. We apologize that our partners at JetBlue cancelled your flight due to weather and were unable to accommodate you on the next available flight. I understand you were frustrated with trying to get to Hawaii to meet your family and I apologize for this inconvenience.After review, we can refund your unused segments on ticket number [redacted] for New York to Las Vegas, and Las Vegas to Honolulu total value at $611.50 back to the credit card ending in [redacted]. This refund will take seven to ten business days to process and will be reflected on your next credit statement or on the one thereafter. For security reasons, all refunds will be processed back to the original form of payment.Ms. L*, I appreciate the time you took to contact us. We thank you for choosing Hawaiian Airlines and we look forward to serving you again. Sincerely,Matthew V[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted], We received your case from the Revdex.com on January 18. I understand you contacted us regarding the Extra Comfort refund. On behalf of Hawaiian Airlines, we sincerely apologize that your refund was not processed. As requested, we're refunding...
the Extra Comfort fee of $150 ($75 per person) to the credit card ending with 3100. This transaction should appear on your next credit statement or the one thereafter. Please know we have sent a request to our Accounting Department to expedite your refund. As a courtesy for your wait, we are issuing each of you 1,000 HawaiianMiles to your accounts. Please allow up to 14 business days for the miles to be posted to your account. Thank you for choosing Hawaiian Airlines. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
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 4 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 3 months prior! One of these families was a family of 4 with 2 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11969679, and find that this resolution is satisfactory to me.
Sincerely,
Paul O[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.
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]
From: [redacted] [mailto:[redacted]] Sent: Wednesday, September 23, 2015 9:27 PMTo: Info <[redacted]>Subject: CASE: CN-[redacted] [redacted] [redacted]______________________________________________________________________...⇄ cannot express how upset I am that you are now refunding my gift [redacted] to an eCredit which I specifically stated I DID NOT want, and that you failed to acknowledge that it was your fault to begin with, that the reservation was made in the first place. First, it was YOUR Hawaiian Air reservations agent on 8/6/15 that told me the $50 travel credit would apply AND that I could use my $200 gift [redacted]. They TOLD me to execute the travel request with them on the phone instructing me because they could not enter the eTravel Credit on their side! I asked them several times, are you sure I am supposed to purchase, because the total did not reflect my $50 eCredit. They later told me that it didn’t go thru, they made a mistake and they cancelled the reservations. Afterwards they told me that they needed to recredit my gift [redacted] for $191 and it would take 7-10 business days to apply which they did NOT tell me would happen before they cancelled. Then on 8/9/15 I received a call from Delan asking me to provide my credit [redacted] number and information because you/HI Air was going to apply the refund back to my credit [redacted]. I did not ask for or solicit it, your representative offered it to me which I gladly accepted. Then the next day I received a call from Erickson saying that they couldn’t refund my credit [redacted] and that it was going to my gift [redacted]. At that time I said that YOU offered to refund the $191 to my credit [redacted] so you should honor it. And I stated very clearly DO NOT issue me an eTravel Credit! It was originally on a gift [redacted], it was your fault that the transaction did not go thru as you had advised. YOU need to at a minimum recredit my gift [redacted], however, because YOU offered and stated that you would credit my credit [redacted] that needs to be done. Your response in transferring my refund to an eCredit was very wrong. There are so many restrictions on an eCredit- • I can’t apply it on a multi-city reservations, • upgrade fees, and • expiration date of September 23, 2016 (1 year instead of 2 years!) which I could apply the gift [redacted] to. You placed more restrictions, hassles, and now a ONE year expiration instead of FIVE years. This was a birthday present from my parents, I am NOT traveling in 2016 so basically their $200 gift [redacted] to me is worthless!! You have not reviewed the audio recordings, if you did, you would find everything that I am stating is true and correct. You made me apply my gift [redacted], then told me that you would credit my credit [redacted], then transferred it to an eCredit which I specifically said I did NOT want, and is by no means close to having a gift [redacted] in terms of restrictions and expiration. I am forwarding this complaint to the Consumer Protection Agency and the DCCA unless resolved fairly. [redacted]
Message From Consumer Affairs 5/2/2017 - Case: [redacted] Revdex.com Complaint #[redacted] - [redacted]@yahoo.com Aloha Ms. [redacted], We received your complaint to the Revdex.com yesterday as well as your previous complaint that you submitted to us. Thank you for...
contacting us about the schedule change on your flight. We sincerely apologize for any inconvenience that our flight cancellation has caused you.If your flight has a schedule change including flight delays or cancellations, and you provided us with your contact information when you booked your flight, we will let you know. Upon review of your travel records, we show that an email was sent to you at [redacted]@yahoo.com the night before. I'm sorry if you didn't receive receive the notification regarding the schedule change since it arrived late at night. Unfortunately, we are unable to send you the email notification since we do not keep a copy of it in our department. When an email notification is sent, the guest's reservation is notated. When guests' flights are delayed or canceled, we will try our best to reaccomodate guests on flights around the same time. If our automated system isn't able to rebook the guest, the guest can call our Reservations Department and they will assist with rebooking flights that meet the guest's needs. I've reviewed your reservations and see that I am glad to hear that you were able to take flight 306, however I understand you were disappointed with how your situation was handled. We appreciate your feedback and have shared it with our management for their review. Due to your inconvenience, 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.Ms. [redacted], thank you for sharing your experience with us and we look forward to seeing you on a future flight with us. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: I don’t believe business will take this matter seriously. So many time and many occasion when they mistreat us customers because they are in their head knowing they are protecting by law. We can’t do anything to them nor say anything because they are protecting by law. They 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 flight. We shouldn’t have to be the one who feel embarrassed nor feel scare to speak up but you take advantage of this. This people should not be servicing customers.
Sincerely,
[redacted]
Aloha Ms. [redacted],We received your complaint from the Revdex.com (Revdex.com). We're sorry for any confusion you may have had when you were sharing miles and for any misinformation you may have been given when you called. From your complaint, it sounds like you were quoted different...
fares when you called our Reservations Department. Fares do fluctuate and are constantly changing based on supply and demand. I understand this can be frustrating. We take experiences such as yours very seriously, and we will use your feedback to help us improve our service.We have modified our sharing miles program recently on our new website to give our customers more choices. After you log into your account, the terms and fees are listed on the sharing miles page. Sharing miles is free when sharing with Hawaiian Airlines primary credit or check cardholders. Otherwise, a $25 service fee plus $.01 per mile rate applies when sharing with non-HawaiianMiles primary card or check cardholders. Once you fill out the recipient information with whom you wanted to share miles with and click continue, your credit card information is required. On the right side of the screen, it does list the total amount that you will be charged. We are unable to honor your refund request since you paid the correct fees to share your miles. For more information, please see our page on sharing miles. Thank you for taking the time to write to us and sharing your experience. Sincerely,[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted], As you requested, we are issuing 7500 miles each to your and Mr. [redacted]' HawaiianMiles accounts. Please allow up to 14 days for the miles to be posted. Please note that HawaiianMiles award tickets can only be changed to other tickets at the same level, requiring...
the same number of miles. However, since you were calling within 24 hours of purchase, and more than 7 days before departure, you should have had the option to refund your original tickets and redeem new ones at a lower level, if available. Although award availability is subject to change rapidly without notice, as a courtesy, we are honoring the lower rate and redepositing the mileage difference to your accounts. Thank you for choosing Hawaiian Airlines. Sincerely, Matthew L[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]I am rejecting this response because: Hawaiian Airlines indicates they offer a medical waiver. What good is offering a waiver that results in a $1,000 penalty. This was not a cancellation for convenience or happenstance. I will NEVER be a customer of Hawaiian Airlines again. Absolutely ridiculous business practice and ignorant though completely anticipated response by a corporation who claims to care about customers. Customers have a choice of where to spend their money and they reward firms that they feel operate ethically, fairly, and with regard to its customers. Clearly HA does not practice what it preaches. Weak response. Best of luck with your impending business failure if you treat all your customers this way.Sincerely,[redacted]
Dear [redacted],We're sorry you were disappointed with our response.When you purchased your tickets through [redacted], you were informed that your tickets were nonrefundable, and you agreed to these terms with [redacted]. As a courtesy, they refunded your tickets less a service fee of $200...
per person (totaling $1000). As an additional courtesy, we offered you a $500 [redacted] credit for future [redacted] on Hawaiian Airlines. If you are unable to use this credit, you may give it to another person.Hawaiian Airlines considers its response to be fair and appropriate, and respectfully, we consider this matter closed.Sincerely,[redacted]Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because:My original reservation had us all seated together...dig a little deeper. Your company changed it and then could never reassign this. This would seem to be an obvious issue that you would want to look at thoroughly to avoid this for future travelers. As I saw my family traveling alone...most people of course prefer to be seated together on their romantic Hawaiian get away...We prefer as a family.We will not fly you in the future. Keep your menial joke of a voucher.
Sincerely,
[redacted]
Aloha Ms. [redacted]: Thank you for your 05/12/16 email in which you simply repeated the “offer” which I previously declined on May 4, 2016 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 $200 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]. [redacted]
Message From Consumer Affairs10/6/2015 - Case: CN-[redacted]Revdex.com Complaint #[redacted] - [redacted]Aloha Mr. [redacted],We received your complaint from the Revdex.com (Revdex.com) on September 21. The ticket you purchased is nonrefundable. After...
reviewing the rules of your ticket, changes made after booking are possible for a service fee of $200 per ticket. You will also be responsible for any fare difference.Hawaiian Airlines will assist in providing customers with change fee waivers in cases of hospitalization, bereavement, or changes in military orders, providing that the proper documentation has been received.Please send us a copy of of your military orders/ military cancellation. You may attach it to your reply email or mail to the address below and we will be able to continue with your case.Hawaiian AirlinesConsumer Affairs Office[redacted]You may also fax the form to: [redacted]We look forward to hearing from you soon.Sincerely,Malia P[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
We're again sorry to hear about your disappointment. Please refer to the email we sent you below which explained the reason your mother could not use the original ticket. Our Accounting Office was notified of this matter to ensure your bank processed a charge back or that we sent a credit (for the...
ticket reported as unauthorized charge) to the bank. Message From Consumer Affairs8/16/2016 - Case: [redacted] - [redacted]RE: [redacted]Aloha [redacted],We're sorry to hear about your disappointment and misunderstanding about this matter.I can see that there was a ticket purchased for your mother using a [redacted] ending with [redacted]. Unfortunately, the bank received notice and contacted us to advise that this transaction was reported as a possible unauthorized charge. For this reason which we believe protects credit card holders as well, we could not allow the use of this ticket unless we could physically verify the credit card at the airport.Unfortunately, she could not show proof of the credit card so she was required to present another form of payment to travel as scheduled. We honored the same fare ($289) and proceeded to charge a [redacted] card ending with [redacted]. If you should still see a deducted posting of $289 on the [redacted] ending with [redacted], please contact the bank directly for any charge backs. We will also contact our Accounting Office as well.Thank you for your understanding.Sincerely,Deborah F**Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs4/29/2016 - Case: CN-[redacted]RE: [redacted]Aloha Mr. [redacted],We received your complaint to the Revdex.com on April 19. Thank you for your patience while we investigated your case. I'm very sorry...
to hear about the issues your family experienced at the Honolulu Airport and that they missed their flight. I understand your disappointment that it took awhile to verify their documents and to go through the security line. We appreciate your feedback, and please know we have taken your concerns seriously and we have shared your letter with our Honolulu airport management team for their review. As a goodwill gesture, we are issuing each guest listed above a $300 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.I have reviewed their reservations and see that they arrived at the ticket counter at 12:50 pm for their 2:00 pm departure. Since they were holding U.S. passports which normally requires guests to have a return or onward ticket when traveling to South Korea, our customer service agent asked to verify additional documents to clear them for travel. Once the documents were reviewed, we see that our customer service agent was able to check them in and issue their boarding passes at 12:59 pm. Since so much of the travel experience such as security checkpoints and traffic, is outside your control and ours, guests must include ample time in their travel schedule. For future travels, we recommend that guests arrive at the airport 3 hours prior to departure for International flights. Guests must be present at the boarding gate at least 30 minutes prior to their departure time. Due to the long security lines that day, we see that they didn't make it to the gate in time. We understand they were able to standby for the next day with no fee. If you would like more information regarding airport check in times, you may go to our website, [redacted]. Mr. [redacted], thank you for choosing Hawaiian Airlines and we hope to see your family on a flight with us soon. Sincerely,Malia P[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 10/17/2016 - Case: CN-[redacted] - [redacted]RE: [redacted], [redacted] Aloha Ms. [redacted], We have received a copy of your complaint to the Revdex.com and we're sorry to hear you are disappointed with our ticket change...
policies. Our current policy is that guests who wish to change their reservation may do so by paying the $200 per ticket change fee, plus any additional fare difference between the new and old tickets. We understand that when you must change your travel plans, change fees may be the last thing you want to see. However, change fees exist to cover the airline’s administrative costs and offset the risk that your seat will go unfilled as a consequence of your change. This allows us to better match the supply of seats to the demand for travel. By helping us control inventory, ultimately charging change fees allows us to offer more competitive prices.We also understand that you called us to inquire about changing your flight from San Francisco to Maui, and you were disappointed to learn about the difference in fare. Although the one-way airfare available on our website may have been quite low, airline tickets are priced and sold taking all the flights on the itinerary as a whole, not on a per flight basis. Thus, the one-way ticket price for, say, an SFO-OGG flight may not match the total price of rebooking your entire itinerary to include that flight. Please also keep in mind that certain fares are web-only and may not be available to guests calling our Reservations Department. Thank you for taking the time to share your experience with us. We want you to know that we hear your feedback about the high cost of travel, and we hope this provides some clarity about why our policies exist. Sincerely, Matthew L[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted],We have responded to your initial concerns on April 28. I understand that you are still disappointed with my response. As previosuly menitoned. I do empathize with your situation and have reviewed your reservations again. We will refund the total change...
fees that you paid ($400) to the credit card ending in [redacted]. This transaction should be reflected on your next statement or the one thereafter. However, we are unable to refund your tickets since you were able to travel. We see that Ms. [redacted] arrived at the gate with your child at 7:11 a.m. for a 7:20 a.m. departure. She did advise our customer service agent that you were still in the TSA security line. We appreciate all of the feedback that you provided in your emails and I have shared it with our San Jose airport management.Since so much of the travel experience, such as security checkpoints and traffic, is outside your control and ours, you must include ample time in your travel schedule. For future travels, we do recommend that guests arrive at the airport 2 hours prior to departure for North American flights. To ensure on-time departure, guests arriving at the boarding gate less than 30 minutes prior to departure may be denied boarding and re-ticketed on a later flight. If you would like further information about airport check-in times, please go to our website. Based on the facts of your case, we consider our decision to be fair and appropriate. Respectfully, we consider this matter closed.Sincerely,Malia P[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Here is a copy of the response sent to Ms. [redacted] on May 12, 2017. Message From Consumer Affairs5/12/2017 - Case: [redacted] - [redacted]@gmail.comAloha Ms. [redacted],We’re very sorry to learn about your unpleasant experience on your recent trip with us. As...
a customer, you are our valued guest. I would certainly be upset to learn there were no vegetarian meals on the flight. I understand that you were extremely disappointed and empathize with your circumstances. Although we don’t offer special meals on board, guests who have special dietary restrictions are welcome to bring their own meals. We do appreciate your input and have shared your comments with our Product Development team for their review. Please visit our website for more information on our in-flight meal service. We're also truly concerned about the lack of concern our flight attendants expressed and for your feedback regarding our restrooms. In situations like this, we expect our flight attendants to be mindful and accommodating. At Hawaiian Airlines, we also strive to provide and clean and comfortable environment. We understand your frustration and have also forwarded your e-mail to the In-flight Manager for their review. We take experiences such as yours very seriously, and we will use your feedback to help us improve our service.Ms. [redacted], thank you for taking the time to share your experience with us. Please accept our sincerest apology for the difficulties we have caused you.Sincerely,Brianne R[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. L*,Thank you for your patience with our response to you. On behalf of Hawaiian Airlines, we're sorry to learn that you were unable to travel to Honolulu as scheduled. As a customer, you are our valued guest and I understand your disappointment. I too would be upset if I was unable to...
start my much anticipated trip as planned. We apologize that our partners at JetBlue cancelled your flight due to weather and were unable to accommodate you on the next available flight. I understand you were frustrated with trying to get to Hawaii to meet your family and I apologize for this inconvenience.After review, we can refund your unused segments on ticket number [redacted] for New York to Las Vegas, and Las Vegas to Honolulu total value at $611.50 back to the credit card ending in [redacted]. This refund will take seven to ten business days to process and will be reflected on your next credit statement or on the one thereafter. For security reasons, all refunds will be processed back to the original form of payment.Ms. L*, I appreciate the time you took to contact us. We thank you for choosing Hawaiian Airlines and we look forward to serving you again. Sincerely,Matthew V[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted], We received your case from the Revdex.com on January 18. I understand you contacted us regarding the Extra Comfort refund. On behalf of Hawaiian Airlines, we sincerely apologize that your refund was not processed. As requested, we're refunding...
the Extra Comfort fee of $150 ($75 per person) to the credit card ending with 3100. This transaction should appear on your next credit statement or the one thereafter. Please know we have sent a request to our Accounting Department to expedite your refund. As a courtesy for your wait, we are issuing each of you 1,000 HawaiianMiles to your accounts. Please allow up to 14 business days for the miles to be posted to your account. Thank you for choosing Hawaiian Airlines. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
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 4 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 3 months prior! One of these families was a family of 4 with 2 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11969679, and find that this resolution is satisfactory to me.
Sincerely,
Paul O[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.
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]
From: [redacted] [mailto:[redacted]] Sent: Wednesday, September 23, 2015 9:27 PMTo: Info <[redacted]>Subject: CASE: CN-[redacted] [redacted]
[redacted]______________________________________________________________________...⇄ cannot express how upset I am that you are now refunding my gift [redacted] to an eCredit which I specifically stated I DID NOT want, and that you failed to acknowledge that it was your fault to begin with, that the reservation was made in the first place. First, it was YOUR Hawaiian Air reservations agent on 8/6/15 that told me the $50 travel credit would apply AND that I could use my $200 gift [redacted]. They TOLD me to execute the travel request with them on the phone instructing me because they could not enter the eTravel Credit on their side! I asked them several times, are you sure I am supposed to purchase, because the total did not reflect my $50 eCredit. They later told me that it didn’t go thru, they made a mistake and they cancelled the reservations. Afterwards they told me that they needed to recredit my gift [redacted] for $191 and it would take 7-10 business days to apply which they did NOT tell me would happen before they cancelled. Then on 8/9/15 I received a call from Delan asking me to provide my credit [redacted] number and information because you/HI Air was going to apply the refund back to my credit [redacted]. I did not ask for or solicit it, your representative offered it to me which I gladly accepted. Then the next day I received a call from Erickson saying that they couldn’t refund my credit [redacted] and that it was going to my gift [redacted]. At that time I said that YOU offered to refund the $191 to my credit [redacted] so you should honor it. And I stated very clearly DO NOT issue me an eTravel Credit! It was originally on a gift [redacted], it was your fault that the transaction did not go thru as you had advised. YOU need to at a minimum recredit my gift [redacted], however, because YOU offered and stated that you would credit my credit [redacted] that needs to be done. Your response in transferring my refund to an eCredit was very wrong. There are so many restrictions on an eCredit- • I can’t apply it on a multi-city reservations, • upgrade fees, and • expiration date of September 23, 2016 (1 year instead of 2 years!) which I could apply the gift [redacted] to. You placed more restrictions, hassles, and now a ONE year expiration instead of FIVE years. This was a birthday present from my parents, I am NOT traveling in 2016 so basically their $200 gift [redacted] to me is worthless!! You have not reviewed the audio recordings, if you did, you would find everything that I am stating is true and correct. You made me apply my gift [redacted], then told me that you would credit my credit [redacted], then transferred it to an eCredit which I specifically said I did NOT want, and is by no means close to having a gift [redacted] in terms of restrictions and expiration. I am forwarding this complaint to the Consumer Protection Agency and the DCCA unless resolved fairly. [redacted]
Message From Consumer Affairs 5/2/2017 - Case: [redacted] Revdex.com Complaint #[redacted] - [redacted]@yahoo.com Aloha Ms. [redacted], We received your complaint to the Revdex.com yesterday as well as your previous complaint that you submitted to us. Thank you for...
contacting us about the schedule change on your flight. We sincerely apologize for any inconvenience that our flight cancellation has caused you.If your flight has a schedule change including flight delays or cancellations, and you provided us with your contact information when you booked your flight, we will let you know. Upon review of your travel records, we show that an email was sent to you at [redacted]@yahoo.com the night before. I'm sorry if you didn't receive receive the notification regarding the schedule change since it arrived late at night. Unfortunately, we are unable to send you the email notification since we do not keep a copy of it in our department. When an email notification is sent, the guest's reservation is notated. When guests' flights are delayed or canceled, we will try our best to reaccomodate guests on flights around the same time. If our automated system isn't able to rebook the guest, the guest can call our Reservations Department and they will assist with rebooking flights that meet the guest's needs. I've reviewed your reservations and see that I am glad to hear that you were able to take flight 306, however I understand you were disappointed with how your situation was handled. We appreciate your feedback and have shared it with our management for their review. Due to your inconvenience, 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.Ms. [redacted], thank you for sharing your experience with us and we look forward to seeing you on a future flight with us. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: I don’t believe business will take this matter seriously. So many time and many occasion when they mistreat us customers because they are in their head knowing they are protecting by law. We can’t do anything to them nor say anything because they are protecting by law. They 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 flight. We shouldn’t have to be the one who feel embarrassed nor feel scare to speak up but you take advantage of this. This people should not be servicing customers.
Sincerely,
[redacted]
Aloha Ms. [redacted],We received your complaint from the Revdex.com (Revdex.com). We're sorry for any confusion you may have had when you were sharing miles and for any misinformation you may have been given when you called. From your complaint, it sounds like you were quoted different...
fares when you called our Reservations Department. Fares do fluctuate and are constantly changing based on supply and demand. I understand this can be frustrating. We take experiences such as yours very seriously, and we will use your feedback to help us improve our service.We have modified our sharing miles program recently on our new website to give our customers more choices. After you log into your account, the terms and fees are listed on the sharing miles page. Sharing miles is free when sharing with Hawaiian Airlines primary credit or check cardholders. Otherwise, a $25 service fee plus $.01 per mile rate applies when sharing with non-HawaiianMiles primary card or check cardholders. Once you fill out the recipient information with whom you wanted to share miles with and click continue, your credit card information is required. On the right side of the screen, it does list the total amount that you will be charged. We are unable to honor your refund request since you paid the correct fees to share your miles. For more information, please see our page on sharing miles. Thank you for taking the time to write to us and sharing your experience. Sincerely,[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted], As you requested, we are issuing 7500 miles each to your and Mr. [redacted]' HawaiianMiles accounts. Please allow up to 14 days for the miles to be posted. Please note that HawaiianMiles award tickets can only be changed to other tickets at the same level, requiring...
the same number of miles. However, since you were calling within 24 hours of purchase, and more than 7 days before departure, you should have had the option to refund your original tickets and redeem new ones at a lower level, if available. Although award availability is subject to change rapidly without notice, as a courtesy, we are honoring the lower rate and redepositing the mileage difference to your accounts. Thank you for choosing Hawaiian Airlines. Sincerely, Matthew L[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]I am rejecting this response because: Hawaiian Airlines indicates they offer a medical waiver. What good is offering a waiver that results in a $1,000 penalty. This was not a cancellation for convenience or happenstance. I will NEVER be a customer of Hawaiian Airlines again. Absolutely ridiculous business practice and ignorant though completely anticipated response by a corporation who claims to care about customers. Customers have a choice of where to spend their money and they reward firms that they feel operate ethically, fairly, and with regard to its customers. Clearly HA does not practice what it preaches. Weak response. Best of luck with your impending business failure if you treat all your customers this way.Sincerely,[redacted]
Dear [redacted],We're sorry you were disappointed with our response.When you purchased your tickets through [redacted], you were informed that your tickets were nonrefundable, and you agreed to these terms with [redacted]. As a courtesy, they refunded your tickets less a service fee of $200...
per person (totaling $1000). As an additional courtesy, we offered you a $500 [redacted] credit for future [redacted] on Hawaiian Airlines. If you are unable to use this credit, you may give it to another person.Hawaiian Airlines considers its response to be fair and appropriate, and respectfully, we consider this matter closed.Sincerely,[redacted]Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because:My original reservation had us all seated together...dig a little deeper. Your company changed it and then could never reassign this. This would seem to be an obvious issue that you would want to look at thoroughly to avoid this for future travelers. As I saw my family traveling alone...most people of course prefer to be seated together on their romantic Hawaiian get away...We prefer as a family.We will not fly you in the future. Keep your menial joke of a voucher.
Sincerely,
[redacted]
Aloha Ms. [redacted]: Thank you for your 05/12/16 email in which you simply repeated the “offer” which I previously declined on May 4, 2016 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 $200 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]. [redacted]
Message From Consumer Affairs10/6/2015 - Case: CN-[redacted]Revdex.com Complaint #[redacted] - [redacted]Aloha Mr. [redacted],We received your complaint from the Revdex.com (Revdex.com) on September 21. The ticket you purchased is nonrefundable. After...
reviewing the rules of your ticket, changes made after booking are possible for a service fee of $200 per ticket. You will also be responsible for any fare difference.Hawaiian Airlines will assist in providing customers with change fee waivers in cases of hospitalization, bereavement, or changes in military orders, providing that the proper documentation has been received.Please send us a copy of of your military orders/ military cancellation. You may attach it to your reply email or mail to the address below and we will be able to continue with your case.Hawaiian AirlinesConsumer Affairs Office[redacted]You may also fax the form to: [redacted]We look forward to hearing from you soon.Sincerely,Malia P[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
We're again sorry to hear about your disappointment. Please refer to the email we sent you below which explained the reason your mother could not use the original ticket. Our Accounting Office was notified of this matter to ensure your bank processed a charge back or that we sent a credit (for the...
ticket reported as unauthorized charge) to the bank. Message From Consumer Affairs8/16/2016 - Case: [redacted] - [redacted]RE: [redacted]Aloha [redacted],We're sorry to hear about your disappointment and misunderstanding about this matter.I can see that there was a ticket purchased for your mother using a [redacted] ending with [redacted]. Unfortunately, the bank received notice and contacted us to advise that this transaction was reported as a possible unauthorized charge. For this reason which we believe protects credit card holders as well, we could not allow the use of this ticket unless we could physically verify the credit card at the airport.Unfortunately, she could not show proof of the credit card so she was required to present another form of payment to travel as scheduled. We honored the same fare ($289) and proceeded to charge a [redacted] card ending with [redacted]. If you should still see a deducted posting of $289 on the [redacted] ending with [redacted], please contact the bank directly for any charge backs. We will also contact our Accounting Office as well.Thank you for your understanding.Sincerely,Deborah F**Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs4/29/2016 - Case: CN-[redacted]RE: [redacted]Aloha Mr. [redacted],We received your complaint to the Revdex.com on April 19. Thank you for your patience while we investigated your case. I'm very sorry...
to hear about the issues your family experienced at the Honolulu Airport and that they missed their flight. I understand your disappointment that it took awhile to verify their documents and to go through the security line. We appreciate your feedback, and please know we have taken your concerns seriously and we have shared your letter with our Honolulu airport management team for their review. As a goodwill gesture, we are issuing each guest listed above a $300 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.I have reviewed their reservations and see that they arrived at the ticket counter at 12:50 pm for their 2:00 pm departure. Since they were holding U.S. passports which normally requires guests to have a return or onward ticket when traveling to South Korea, our customer service agent asked to verify additional documents to clear them for travel. Once the documents were reviewed, we see that our customer service agent was able to check them in and issue their boarding passes at 12:59 pm. Since so much of the travel experience such as security checkpoints and traffic, is outside your control and ours, guests must include ample time in their travel schedule. For future travels, we recommend that guests arrive at the airport 3 hours prior to departure for International flights. Guests must be present at the boarding gate at least 30 minutes prior to their departure time. Due to the long security lines that day, we see that they didn't make it to the gate in time. We understand they were able to standby for the next day with no fee. If you would like more information regarding airport check in times, you may go to our website, [redacted]. Mr. [redacted], thank you for choosing Hawaiian Airlines and we hope to see your family on a flight with us soon. Sincerely,Malia P[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 10/17/2016 - Case: CN-[redacted] - [redacted]RE: [redacted], [redacted] Aloha Ms. [redacted], We have received a copy of your complaint to the Revdex.com and we're sorry to hear you are disappointed with our ticket change...
policies. Our current policy is that guests who wish to change their reservation may do so by paying the $200 per ticket change fee, plus any additional fare difference between the new and old tickets. We understand that when you must change your travel plans, change fees may be the last thing you want to see. However, change fees exist to cover the airline’s administrative costs and offset the risk that your seat will go unfilled as a consequence of your change. This allows us to better match the supply of seats to the demand for travel. By helping us control inventory, ultimately charging change fees allows us to offer more competitive prices.We also understand that you called us to inquire about changing your flight from San Francisco to Maui, and you were disappointed to learn about the difference in fare. Although the one-way airfare available on our website may have been quite low, airline tickets are priced and sold taking all the flights on the itinerary as a whole, not on a per flight basis. Thus, the one-way ticket price for, say, an SFO-OGG flight may not match the total price of rebooking your entire itinerary to include that flight. Please also keep in mind that certain fares are web-only and may not be available to guests calling our Reservations Department. Thank you for taking the time to share your experience with us. We want you to know that we hear your feedback about the high cost of travel, and we hope this provides some clarity about why our policies exist. Sincerely, Matthew L[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Mr. [redacted],We have responded to your initial concerns on April 28. I understand that you are still disappointed with my response. As previosuly menitoned. I do empathize with your situation and have reviewed your reservations again. We will refund the total change...
fees that you paid ($400) to the credit card ending in [redacted]. This transaction should be reflected on your next statement or the one thereafter. However, we are unable to refund your tickets since you were able to travel. We see that Ms. [redacted] arrived at the gate with your child at 7:11 a.m. for a 7:20 a.m. departure. She did advise our customer service agent that you were still in the TSA security line. We appreciate all of the feedback that you provided in your emails and I have shared it with our San Jose airport management.Since so much of the travel experience, such as security checkpoints and traffic, is outside your control and ours, you must include ample time in your travel schedule. For future travels, we do recommend that guests arrive at the airport 2 hours prior to departure for North American flights. To ensure on-time departure, guests arriving at the boarding gate less than 30 minutes prior to departure may be denied boarding and re-ticketed on a later flight. If you would like further information about airport check-in times, please go to our website. Based on the facts of your case, we consider our decision to be fair and appropriate. Respectfully, we consider this matter closed.Sincerely,Malia P[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office