Message From Consumer Affairs 10/19/2016 - Case: CN-[redacted] - [redacted] Aloha Ms. [redacted], We're sorry to hear about your experience with Hawaiian Vacations Packages and [redacted], our vacation packages partner. We have escalated your concerns to our colleagues at...
[redacted] and asked them to contact you for a resolution. We understand from them that the charge of $3616.26 has now been removed from your statement. We are also glad to hear that they were able to offer you a $200 courtesy refund. In case you need to follow up with them, please call them at [redacted]. Thank you for letting us know about this issue. We understand the importance of transparency in dealing with our customers, and your feedback has been shared with our [redacted] Products management team. Sincerely, Matthew L[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: You are just dismissing me without any resolve! you clearly are frauding people and I will not stop until I expose your fraud!
Sincerely,
[redacted]
Aloha Mr. [redacted],We understand you're disappointed with our response. Please know that we recognize that you had called to make the change to your reservations. After reviewing your reservation, we see that you had called to change your 9:30AM flight to a 10:17AM flight. We also see...
that your flight's destination was changed from San Jose to San Francisco. Our records show that you had also missed your 10:17AM flight and were later placed on a standby basis for a 12:09PM departure. As previously stated, we're unable to grant your request for a refund of the difference in fare you had paid to rebook your flights and change your routing. As a courtesy, our Reservations Department had waived the usual $200 change fee, per person. Mr. [redacted], we appreciate you choosing to fly with us. However, based on the facts of your case, we consider our response to be fair and appropriate. Respectfully, we consider this matter closed. Sincerely,[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
From:[redacted]Sent:4/24/2015 6:19 PMTo:[redacted]Subject:Re: Hawaiian Airlines, Consumer Affairs Office - CN-[redacted]
I did not book the flight "voluntarily". I was told by the Hawaiian airlines gate agent it was my only option.
She DID NOT say we were on standby, she did not tell us we would make it on another flight. I was told I would need to re-book a different flight.
When I called and spoke with your customer service, they also failed to tell me I would be on standby.
If you do not refund the additional cost incurred do to the negligence of the Hawaiian Airline staff I will take the airline to court. I will also be filing a complaint with the Revdex.com and will be taking this fight online to social media starting with every review site I can find. In addition I'll let my blog readers know exactly why they should never fly with Hawaiian Airlines.
This is unjust, unfair business practices and I will fight till I've cost Hawaiian Airline's far more than what you have wrongfully taken from me.
Regards,
[redacted]
On Fri, Apr 24, 2015 at 8:38 PM Hawaiian Airlines: Consumer Affairs Office [redacted] wrote:
Message From Consumer Affairs4/24/2015 - Case: CN-[redacted] - [redacted]Re: [redacted]Aloha Mr. [redacted],Thank you for your patience while awaiting our response. We're sorry to hear that you were unable to make your scheduled flight. We have reviewed your reservation and see that you had contacted our Reservations Department to rebook your flight to San Jose, connecting via Maui. Our records show that you were originally on Flight [redacted] at 9:30AM and rebooked for [redacted] at 10:17AM. We also see that you did not make your 10:17AM flight and were placed on standby for Flight [redacted] at 12:09PM. Although you also changed your routing from Maui to San Francisco, as a courtesy, our Reservations Department waived the usual $200 change fee per person when you called to rebook. As you had made the change to your itinerary voluntarily and missed your rebooked flight, we're unable to grant your request for a refund of your difference in fare. Thank you for allowing us the opportunity to respond to your request. Sincerely,[redacted]Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs3/11/2016 - Case: CN-[redacted]Email - [redacted]RE: [redacted]Aloha Ms. [redacted],We have contacted our Travel Package Department to help you further with your inquiry regarding the hotel situation. The Travel Package...
Department has informed our hotel package liaisons regarding your inquiries to Hawaiian Airlines. They have stated that they will contact you again directly to correct this matter. We hope that they have already reached out to you already.Thank you for your patience in this matter.Sincerely,[redacted]Assistant ManagerHawaiian Airlines, Consumer Affairs Office
We have responded to the guest, please review our response below:[redacted]
[redacted]
[redacted]
[redacted] Body:Aloha Mr. [redacted],On behalf of Hawaiian Airlines, we'revery sorry to learn about your unpleasant experience on your recent trip with us.Ascustomers, you are our valued guests. I would certainly feel upset if my vacation started this way.I understand that you were extremely inconveniencedand empathize with your circumstances.I sincerely apologize for the difficulties we have caused you and your wife. We reviewed your reservation and see that your tickets were not issued because of a technical error.I can see that you also called to confirm your reservation prior to your trip.In situations like this, we expect our reservation agents to be helpful and concise. We definitely understand your frustration and have forwarded your e-mail to the manager who handles the Hawaiian Airlines Vacation Packages for theirreview and coaching.We will continue to coach our employees to provide the high-quality service you should have received.After further review, I see that your flights for your original reservation, under confirmation code [redacted], were refunded and that you purchased new tickets for your flights, under confirmation code [redacted]. I also see that you and Ms. [redacted] were upgraded to First Class seats on your flight [redacted] from Honolulu to Kahului and [redacted] from Kahului to Honolulu, as a courtesy.In addition to your complimentary First Class upgrade you received on your recent trip with us, our partner who handles the Hawaiian Airlines Vacation Package refunded your used flights under confirmation code [redacted] and an additional $150 due to the inconveniences you faced, for a totalrefundof $418, to your credit card ending with 3697.This transaction should appear on your next credit statement or the one thereafter.Because we see that the travel package was wholly used, regrettably, we're unable to grant your request for a refund of the entire vacation package or additional First Class tickets.Mr. [redacted], thank you for taking the time to share your experience with us. Once again, please accept our heartfelt apologies for the difficulties we have caused you and your wife.Sincerely,Brianne R[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
[redacted]
[redacted]
[redacted]
[redacted] - [redacted] RE: [redacted] Aloha Ms. [redacted], We received your complaint to the Revdex.com (Revdex.com) on October 5 and to...
the Department of Transportation (DOT) today. We're very sorry to hear that you missed your flight in San Jose. I understand that you felt our agents at the airport and in our Reservations Department could have handled your situation better.Please know that we have taken your concerns seriously and have shared your feedback with Reservations Department management for their review.Because so much of the travel experience, such as security checkpoints and traffic, is outside your control and ours, we recommend that guests arrive at the airport 2 hours and 30 minutes prior to departure for North American flights.Guests must be checked in with your bags and issued a boarding pass no later than 45 minutes prior to scheduled departure.If you would like further information, please visit our website about Airport Check-in Times.I understand that you were disappointed with the change fee and fare difference that you were advised to rebook your reservations and that you did purchased new tickets to Kahului on another airline. As a courtesy, we did allow you to use your coupons out of order and take your return flight. Normally, flights need to be taken in order, otherwise the return flights will be cancelled or need to be repriced.I'm sorry to hear that your return flight was delayed due to maintenance issues and for the inconvenience that you experienced.Although your tickets are nonrefundable, as a courtesy, we can offer you a refund less a service fee of $50 per ticket for the remaining value on your tickets. If you would like to accept this offer, please advise us, and we can process the refund.Thank you for choosing Hawaiian Airlines. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted],I’m sorry for the misinformation you received from our customer service agent. Gift [redacted]s and eTravel Credits may not be combined. It should not have been suggested to cancel your original reservation in order to use both forms of payments. I realize this was a huge inconvenience to you, and I assure you that we have addressed this issue with our Reservations Department Management Team. After further review of Makai's original ticket, we see your gift [redacted] was refunded on August 19 and we verified that your current balance is $200. You may also verify your balance by visiting Gift [redacted]s and Gift Certificates or by calling 1-866-294-4472. In addition to reinstating your Gift [redacted], the $191 eTravel Credit and 500 HawaiianMiles issued previously are yours to keep for the inconvenience you experienced. Please note the expiration date of your eTravel Credit is September 22, 2016, but it may be used for travel as late as August 22, 2017. Although your eTravel Credit is non-transferable, as an extended courtesy, we authorize you to use it for the passenger of your choice during the redemption process. Thank you for your patience in this matter. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs
11/30/2015 - Case: CN-[redacted]
[redacted] - [redacted]
Aloha Ms. [redacted],
We received your complaint filed with the Hawaii Revdex.com, and we sincerely apologize for the inconvenience you had.
As mentioned in our response to you, we acknowledged there was a problem in our system when it didn't ticket your round-trip economy fare of $1,435.30 (does not include Extra Comfort Seat). Our system only charged your card ending with [redacted] for your $250 round-trip Extra Comfort Seat upgrade purchase, which is the receipt you showed our airport agent. We should have charged a total of $1,685.30, and a ticket should have definitely been issued.
Regrettably, this situation was not known until you arrived at the airport and our agents tried to search for your ticket. I believe they did their best to ensure your flights were rebooked, and I can see they charged you a total of $1,760.20, since you didn't have a round-trip ticket that we issued.
Although I refunded your original $125 Extra Comfort Seat upgrade for your return flight, my intent was to ensure you weren't charged more than what you were originally quoted of $1,685.30. I can see my oversight with the amount of $74.90 so this amount will be refunded to the card ending with 3755.
Here's a quick breakdown of the credit card charges:
Credit Card ending with [redacted]:
Original Extra Comfort Seat (Honolulu-[redacted]) - $125 ** applied to your flight
Original Extra Comfort Seat ([redacted]-Honolulu) - $125 ** refunded, due Business Class
Original Economy Fare - $1,435.30 was not charged to this card
Credit Card ending with 3755:
New Economy/Business Fare - $1,760.20 ** charged due no ticket in system
Refunding the fare difference of $74.90 (between $1,685.30 and $1,760.20)
The $100 travel credit we authorized as a courtesy will remain valid in our system.
Thank you for your understanding. Respectfully this case is considered closed.
Sincerely,
Deborah F**
Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Aloha Mr. M[redacted],We apologize for any misinformation you're having with our refund of your tickets. As mentioned, due to our agent error, we've refunded the unused segments of the two tickets issued for travel between Maui to Honolulu on Hawaiian Airlines ticket stock. After further review with...
our Accounting Department, they have confirmed that we've refunded $108.43 CAD for each of the two tickets back to the credit card ending in 8019. These refunds have been processed and should be reflected on your next credit statement or on the one thereafter.In addition to your refund, for the inconvenience we've issued each of 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.Mr. M[redacted], I appreciate your patience with this matter. We hope that you'll be able to take advantage of the travel credit issued to each of you. Thank you again for choosing Hawaiian Airlines.Sincerely,Matthew V[redacted]
Aloha Ms. [redacted], We received your complaint to the Revdex.com. On behalf of Hawaiian Airlines, we apologize for any misunderstanding there may have been regarding your Hawaiian Airlines [redacted]. As stated in the Terms and Conditions of our advertised...
card the complimentary first checked bag waiver only applies to the primary cardholders of our premium card. You may visit our website for additional details about our premium Hawaiian Airlines [redacted]. As mentioned in our previous emails, your original Neighbor Island Travel Plan (NITP) was purchased with a credit card not affiliated with Hawaiian Airlines and your new plan was purchased with your standard card. Our records show that although you don't qualify for a bag wavier, as a courtesy, our customer service agents have waived your bag fees in the past. If you have any further questions or concerns regarding the benefits of your card or if you wish to upgrade to our premium card you may call [redacted] at #[redacted] We thank you for the opportunity to respond to your concerns. Respectfully, your case remains closed. Sincerely,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]
Complaint: [redacted]
I am rejecting this response because: I am still awaiting resolution of the issue. I was able to speak with a representative to place a reservation on hold that is supposed to allow the use of my voucher on February travel dates. However, I will not know for an additional week whether I actually have a reservation. I would prefer not to close the complaint until the issue has actually been resolved, as I believe this complaint is the only reason Hawaiian Airlines actually responded to my request. Thanks!
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I was contacted by a representative from Hawaiian Air / [redacted] 10/19/16 A.M. and was told I would be contacted with-in the next 24 hours regarding my concern. The representative told me he would see about getting me a $200 credit towards another vacation with Hawaiian Airlines / [redacted]. I informed the representative from Hawaiian Air / [redacted] that I had no interest of booking another vacation with them due to how this has been handled and $200 credit would be little help due to the prices have gone up so much since my original booking date. The representative never did call me back like he said he would. Hawaiian Air / [redacted] doesn't keep their word. I've had many contacts with them to resolve this concern and either transferred to an entirely different company or like in this situation, no return call as promised. I have no faith Hawaiian Air / [redacted] would even make the correct booking. Hawaiian Air is responsible for [redacted]s fraudulent business practice. My email and phone number has been compromised. This problem has not been taken care of, just the same language barrier and broken promises. Lack of effort to resolve on their part. Hawaiian Air / [redacted] ruined vacation and their lack of trying to help recover it has been less than acceptable.
Sincerely,
[redacted]
[redacted] - denr[redacted]@hawaii.rr.com RE: [redacted]/ELLEN/DAVE/NICOLE/REID Aloha Ms. [redacted], Thank you very much for your patience with our response to you. On behalf of Hawaiian Airlines, we're sorry to learn about the poor experience you encountered while making your reservation for your flights...
to Kauai. As customers, you are our valued guests and I truly understand your frustration with our agents. We apologize that your gift certificate could not be combined with any Corporate Account or Preferred Affiliate Code. We see that our agent cancelled your original ticket, however the cost was not refunded. Please know that we train our agents to provide high quality, friendly customer service and have shared this situation with our Reservations Department Manager for her review. As a one time goodwill gesture, we've refunded each ticket purchased for $158.00 on September 22 back to the credit card ending in [redacted]. This refund should 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 are automatically processed back to the original form of payment. Ms. [redacted], we see that you've purchased new tickets to Kauai and had the opportunity to redeem your gift certificate. We thank you for choosing Hawaiian Airlines and look forward to welcoming you and your family on board soon. Sincerely, Matthew V[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
As for the phone, we were just finally able to track down the proper place, which required several phone calls and blind luck that we arrived at the right time that they were not closed. This offices hours are sporadic. As for forcing us to check baggage, I have no way to prove what the baggage situation was like. I did not think to take pictures of the open spaces, nor my luggage within the device used to check whether your bag's dimensions is carry-on approved. This is not typical behavior, nor do I think that any kind of documentation exists that I would have been able to attain in order to fulfill your request. Furthermore, as I won't be using Hawaiian again in the future, it doesn't make sense to give me credit towards a future Hawaiian ticket. It does make sense to credit back my card, however.
Message From Consumer Affairs
3/8/2016 - Case: CN-[redacted]
[redacted] - [redacted]
Aloha Ms. [redacted],
We received your complaint to the Revdex.com (Revdex.com) on March 3. We're very sorry to hear that you did not...
receive your prize. We have contacted our Social Media Team and were advised that we did update your address with [redacted] and they delivered the package on January 21. However, the package was left at the wrong address. We are currently working with [redacted] to locate the package. I understand your frustrations with the long wait and how your situation was handled. Our Social Media Team will be sending you a new package at the address that you provided, [redacted].
Aloha, We have responded to the guest. Please review our response below: [redacted]
[redacted]
[redacted]
[redacted] [redacted] Message From Consumer Affairs 7/25/2017 -...
Case: CN-[redacted] - [redacted] Aloha Ms. [redacted], We received your complaint from the Revdex.com. I sincerely apologize for the delay in our response. I see that there was an error in the email that was provided. I have included the email that was originally sent on July 21, 2017, below. On behalf of Hawaiian Airlines, we're very sorry to learn about your unpleasant experience regarding your travel package. As customers, you are our valued guests. I understand that you were extremely inconvenienced and empathize with your circumstances. I have forwarded your concerns to [redacted], the Hawaiian Airlines partner handling your travel package. They advised us that after further review, they were able to confirm that there was a website error upon booking your reservation. We're sorry to hear that your last name was input incorrectly. They will contact you directly to assist with issuing a refund of the $200 service fee. Thank you for choosing Hawaiian Airlines. Sincerely, Brianne R[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office[redacted]
[redacted]
[redacted]
[redacted] [redacted] Message From Consumer Affairs 7/21/2017 - Case: CN-[redacted] - [redacted]/[redacted]/[redacted] Aloha Ms. [redacted], We received your concernsabout your travel package.We’re sorry to learn you were disappointed with the service you received We have forwarded your comments to [redacted], the Hawaiian Airlines partner handling your travel package, and we have asked them to contact you regarding this matter. In case you need to follow up with them, please call them at 1-800-725-2185. Thank you for choosing Hawaiian Airlines. Sincerely, Brianne R[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted],We've received your letter submitted to the Revdex.com and on behalf of Hawaiian [redacted]s, we're sorry to hear about the difficulty you had with obtaining your refund with our partners at Hawaiian [redacted]s Vacation Packages. Again, we apologize that you were unable to...
travel to Maui as scheduled and we sympathize with your circumstances. We're unable to refund the difference for your ticket issued on [redacted]s. However we've refunded the value of each of your unused Seattle to Maui segments on Hawaiian [redacted]s. In addition for the delay and inconvenience, we've issued each of you a $150 eTravel Credit, good for future travel on Hawaiian [redacted]s. 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], I appreciate the time you took to write to us and to let us know about your experience. We thank you again for choosing Hawaiian [redacted]s.Sincerely,Matthew V[redacted]Resolution CoordinatorHawaiian [redacted]s, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: We were NEVER offered a full refund for the cancelled flight#** leaving Sacramento on July 9, 2016 as Hawaiian Airlines indicated in their response. They said we were offered several options, however the only option we were given was a bus ride to Oakland Airport and then a flight directly from Oakland to Lihue. We request a full refund for the one flight we did not get. We paid for 2 flights with our package deal and ONLY received 1 flight, which was DELAYED leaving almost 5 hours later! We actually left Oakland Airport at 11:50 AM, being delayed from a 10:30 flight; not to mention our original flight#** from Sacramento was supposed to leave at 7:00 AM.! Beings we were NEVER notified of the cancellation from Hawaiian Airlines or [redacted], we request a refund!
Sincerely,
[redacted]
Aloha Ms. [redacted],Thank you for your patience with our response to you. We've received a notification from the Revdex.com and on behalf of Hawaiian Airlines, we're sorry to learn that you're upset with our efforts to compensate you for your hotel. Your case has been reviewed by...
our Consumer Affairs Office Manager and as a goodwill gesture, we've increased your hotel refund amount to $200. Please allow up to three weeks to receive this check in the mail. In addition for the poor service experience, we've issued you a $150 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], we appreciate the time you took to contact us. Thank you again for choosing Hawaiian Airlines.Sincerely,Matthew V[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 10/19/2016 - Case: CN-[redacted] - [redacted] Aloha Ms. [redacted], We're sorry to hear about your experience with Hawaiian Vacations Packages and [redacted], our vacation packages partner. We have escalated your concerns to our colleagues at...
[redacted] and asked them to contact you for a resolution. We understand from them that the charge of $3616.26 has now been removed from your statement. We are also glad to hear that they were able to offer you a $200 courtesy refund. In case you need to follow up with them, please call them at [redacted]. Thank you for letting us know about this issue. We understand the importance of transparency in dealing with our customers, and your feedback has been shared with our [redacted] Products management team. Sincerely, Matthew L[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: You are just dismissing me without any resolve! you clearly are frauding people and I will not stop until I expose your fraud!
Sincerely,
[redacted]
Aloha Mr. [redacted],We understand you're disappointed with our response. Please know that we recognize that you had called to make the change to your reservations. After reviewing your reservation, we see that you had called to change your 9:30AM flight to a 10:17AM flight. We also see...
that your flight's destination was changed from San Jose to San Francisco. Our records show that you had also missed your 10:17AM flight and were later placed on a standby basis for a 12:09PM departure. As previously stated, we're unable to grant your request for a refund of the difference in fare you had paid to rebook your flights and change your routing. As a courtesy, our Reservations Department had waived the usual $200 change fee, per person. Mr. [redacted], we appreciate you choosing to fly with us. However, based on the facts of your case, we consider our response to be fair and appropriate. Respectfully, we consider this matter closed. Sincerely,[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
From:[redacted]Sent:4/24/2015 6:19 PMTo:[redacted]Subject:Re: Hawaiian Airlines, Consumer Affairs Office - CN-[redacted]
I did not book the flight "voluntarily". I was told by the Hawaiian airlines gate agent it was my only option.
She DID NOT say we were on standby, she did not tell us we would make it on another flight. I was told I would need to re-book a different flight.
When I called and spoke with your customer service, they also failed to tell me I would be on standby.
If you do not refund the additional cost incurred do to the negligence of the Hawaiian Airline staff I will take the airline to court. I will also be filing a complaint with the Revdex.com and will be taking this fight online to social media starting with every review site I can find. In addition I'll let my blog readers know exactly why they should never fly with Hawaiian Airlines.
This is unjust, unfair business practices and I will fight till I've cost Hawaiian Airline's far more than what you have wrongfully taken from me.
Regards,
[redacted]
On Fri, Apr 24, 2015 at 8:38 PM Hawaiian Airlines: Consumer Affairs Office [redacted] wrote:
Message From Consumer Affairs4/24/2015 - Case: CN-[redacted] - [redacted]Re: [redacted]Aloha Mr. [redacted],Thank you for your patience while awaiting our response. We're sorry to hear that you were unable to make your scheduled flight. We have reviewed your reservation and see that you had contacted our Reservations Department to rebook your flight to San Jose, connecting via Maui. Our records show that you were originally on Flight [redacted] at 9:30AM and rebooked for [redacted] at 10:17AM. We also see that you did not make your 10:17AM flight and were placed on standby for Flight [redacted] at 12:09PM. Although you also changed your routing from Maui to San Francisco, as a courtesy, our Reservations Department waived the usual $200 change fee per person when you called to rebook. As you had made the change to your itinerary voluntarily and missed your rebooked flight, we're unable to grant your request for a refund of your difference in fare. Thank you for allowing us the opportunity to respond to your request. Sincerely,[redacted]Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs3/11/2016 - Case: CN-[redacted]Email - [redacted]RE: [redacted]Aloha Ms. [redacted],We have contacted our Travel Package Department to help you further with your inquiry regarding the hotel situation. The Travel Package...
Department has informed our hotel package liaisons regarding your inquiries to Hawaiian Airlines. They have stated that they will contact you again directly to correct this matter. We hope that they have already reached out to you already.Thank you for your patience in this matter.Sincerely,[redacted]Assistant ManagerHawaiian Airlines, Consumer Affairs Office
We have responded to the guest, please review our response below:[redacted]
[redacted]
[redacted]
[redacted] Body:Aloha Mr. [redacted],On behalf of Hawaiian Airlines, we'revery sorry to learn about your unpleasant experience on your recent trip with us.Ascustomers, you are our valued guests. I would certainly feel upset if my vacation started this way.I understand that you were extremely inconveniencedand empathize with your circumstances.I sincerely apologize for the difficulties we have caused you and your wife. We reviewed your reservation and see that your tickets were not issued because of a technical error.I can see that you also called to confirm your reservation prior to your trip.In situations like this, we expect our reservation agents to be helpful and concise. We definitely understand your frustration and have forwarded your e-mail to the manager who handles the Hawaiian Airlines Vacation Packages for theirreview and coaching.We will continue to coach our employees to provide the high-quality service you should have received.After further review, I see that your flights for your original reservation, under confirmation code [redacted], were refunded and that you purchased new tickets for your flights, under confirmation code [redacted]. I also see that you and Ms. [redacted] were upgraded to First Class seats on your flight [redacted] from Honolulu to Kahului and [redacted] from Kahului to Honolulu, as a courtesy.In addition to your complimentary First Class upgrade you received on your recent trip with us, our partner who handles the Hawaiian Airlines Vacation Package refunded your used flights under confirmation code [redacted] and an additional $150 due to the inconveniences you faced, for a totalrefundof $418, to your credit card ending with 3697.This transaction should appear on your next credit statement or the one thereafter.Because we see that the travel package was wholly used, regrettably, we're unable to grant your request for a refund of the entire vacation package or additional First Class tickets.Mr. [redacted], thank you for taking the time to share your experience with us. Once again, please accept our heartfelt apologies for the difficulties we have caused you and your wife.Sincerely,Brianne R[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
[redacted]
[redacted]
[redacted]
[redacted] - [redacted] RE: [redacted] Aloha Ms. [redacted], We received your complaint to the Revdex.com (Revdex.com) on October 5 and to...
the Department of Transportation (DOT) today. We're very sorry to hear that you missed your flight in San Jose. I understand that you felt our agents at the airport and in our Reservations Department could have handled your situation better.Please know that we have taken your concerns seriously and have shared your feedback with Reservations Department management for their review.Because so much of the travel experience, such as security checkpoints and traffic, is outside your control and ours, we recommend that guests arrive at the airport 2 hours and 30 minutes prior to departure for North American flights.Guests must be checked in with your bags and issued a boarding pass no later than 45 minutes prior to scheduled departure.If you would like further information, please visit our website about Airport Check-in Times.I understand that you were disappointed with the change fee and fare difference that you were advised to rebook your reservations and that you did purchased new tickets to Kahului on another airline. As a courtesy, we did allow you to use your coupons out of order and take your return flight. Normally, flights need to be taken in order, otherwise the return flights will be cancelled or need to be repriced.I'm sorry to hear that your return flight was delayed due to maintenance issues and for the inconvenience that you experienced.Although your tickets are nonrefundable, as a courtesy, we can offer you a refund less a service fee of $50 per ticket for the remaining value on your tickets. If you would like to accept this offer, please advise us, and we can process the refund.Thank you for choosing Hawaiian Airlines. Sincerely, Malia P[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted],I’m sorry for the misinformation you received from our customer service agent. Gift [redacted]s and eTravel Credits may not be combined. It should not have been suggested to cancel your original reservation in order to use both forms of payments. I realize this was a huge inconvenience to you, and I assure you that we have addressed this issue with our Reservations Department Management Team. After further review of Makai's original ticket, we see your gift [redacted] was refunded on August 19 and we verified that your current balance is $200. You may also verify your balance by visiting Gift [redacted]s and Gift Certificates or by calling 1-866-294-4472. In addition to reinstating your Gift [redacted], the $191 eTravel Credit and 500 HawaiianMiles issued previously are yours to keep for the inconvenience you experienced. Please note the expiration date of your eTravel Credit is September 22, 2016, but it may be used for travel as late as August 22, 2017. Although your eTravel Credit is non-transferable, as an extended courtesy, we authorize you to use it for the passenger of your choice during the redemption process. Thank you for your patience in this matter. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs
11/30/2015 - Case: CN-[redacted]
[redacted] - [redacted]
Aloha Ms. [redacted],
We received your complaint filed with the Hawaii Revdex.com, and we sincerely apologize for the inconvenience you had.
As mentioned in our response to you, we acknowledged there was a problem in our system when it didn't ticket your round-trip economy fare of $1,435.30 (does not include Extra Comfort Seat). Our system only charged your card ending with [redacted] for your $250 round-trip Extra Comfort Seat upgrade purchase, which is the receipt you showed our airport agent. We should have charged a total of $1,685.30, and a ticket should have definitely been issued.
Regrettably, this situation was not known until you arrived at the airport and our agents tried to search for your ticket. I believe they did their best to ensure your flights were rebooked, and I can see they charged you a total of $1,760.20, since you didn't have a round-trip ticket that we issued.
Although I refunded your original $125 Extra Comfort Seat upgrade for your return flight, my intent was to ensure you weren't charged more than what you were originally quoted of $1,685.30. I can see my oversight with the amount of $74.90 so this amount will be refunded to the card ending with 3755.
Here's a quick breakdown of the credit card charges:
Credit Card ending with [redacted]:
Original Extra Comfort Seat (Honolulu-[redacted]) - $125 ** applied to your flight
Original Extra Comfort Seat ([redacted]-Honolulu) - $125 ** refunded, due Business Class
Original Economy Fare - $1,435.30 was not charged to this card
Credit Card ending with 3755:
New Economy/Business Fare - $1,760.20 ** charged due no ticket in system
Refunding the fare difference of $74.90 (between $1,685.30 and $1,760.20)
The $100 travel credit we authorized as a courtesy will remain valid in our system.
Thank you for your understanding. Respectfully this case is considered closed.
Sincerely,
Deborah F**
Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Aloha Mr. M[redacted],We apologize for any misinformation you're having with our refund of your tickets. As mentioned, due to our agent error, we've refunded the unused segments of the two tickets issued for travel between Maui to Honolulu on Hawaiian Airlines ticket stock. After further review with...
our Accounting Department, they have confirmed that we've refunded $108.43 CAD for each of the two tickets back to the credit card ending in 8019. These refunds have been processed and should be reflected on your next credit statement or on the one thereafter.In addition to your refund, for the inconvenience we've issued each of 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.Mr. M[redacted], I appreciate your patience with this matter. We hope that you'll be able to take advantage of the travel credit issued to each of you. Thank you again for choosing Hawaiian Airlines.Sincerely,Matthew V[redacted]
Aloha Ms. [redacted], We received your complaint to the Revdex.com. On behalf of Hawaiian Airlines, we apologize for any misunderstanding there may have been regarding your Hawaiian Airlines [redacted]. As stated in the Terms and Conditions of our advertised...
card the complimentary first checked bag waiver only applies to the primary cardholders of our premium card. You may visit our website for additional details about our premium Hawaiian Airlines [redacted]. As mentioned in our previous emails, your original Neighbor Island Travel Plan (NITP) was purchased with a credit card not affiliated with Hawaiian Airlines and your new plan was purchased with your standard card. Our records show that although you don't qualify for a bag wavier, as a courtesy, our customer service agents have waived your bag fees in the past. If you have any further questions or concerns regarding the benefits of your card or if you wish to upgrade to our premium card you may call [redacted] at #[redacted] We thank you for the opportunity to respond to your concerns. Respectfully, your case remains closed. Sincerely,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]
Complaint: [redacted]
I am rejecting this response because: I am still awaiting resolution of the issue. I was able to speak with a representative to place a reservation on hold that is supposed to allow the use of my voucher on February travel dates. However, I will not know for an additional week whether I actually have a reservation. I would prefer not to close the complaint until the issue has actually been resolved, as I believe this complaint is the only reason Hawaiian Airlines actually responded to my request. Thanks!
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I was contacted by a representative from Hawaiian Air / [redacted] 10/19/16 A.M. and was told I would be contacted with-in the next 24 hours regarding my concern. The representative told me he would see about getting me a $200 credit towards another vacation with Hawaiian Airlines / [redacted]. I informed the representative from Hawaiian Air / [redacted] that I had no interest of booking another vacation with them due to how this has been handled and $200 credit would be little help due to the prices have gone up so much since my original booking date. The representative never did call me back like he said he would. Hawaiian Air / [redacted] doesn't keep their word. I've had many contacts with them to resolve this concern and either transferred to an entirely different company or like in this situation, no return call as promised. I have no faith Hawaiian Air / [redacted] would even make the correct booking. Hawaiian Air is responsible for [redacted]s fraudulent business practice. My email and phone number has been compromised. This problem has not been taken care of, just the same language barrier and broken promises. Lack of effort to resolve on their part. Hawaiian Air / [redacted] ruined vacation and their lack of trying to help recover it has been less than acceptable.
Sincerely,
[redacted]
[redacted] - denr[redacted]@hawaii.rr.com RE: [redacted]/ELLEN/DAVE/NICOLE/REID Aloha Ms. [redacted], Thank you very much for your patience with our response to you. On behalf of Hawaiian Airlines, we're sorry to learn about the poor experience you encountered while making your reservation for your flights...
to Kauai. As customers, you are our valued guests and I truly understand your frustration with our agents. We apologize that your gift certificate could not be combined with any Corporate Account or Preferred Affiliate Code. We see that our agent cancelled your original ticket, however the cost was not refunded. Please know that we train our agents to provide high quality, friendly customer service and have shared this situation with our Reservations Department Manager for her review. As a one time goodwill gesture, we've refunded each ticket purchased for $158.00 on September 22 back to the credit card ending in [redacted]. This refund should 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 are automatically processed back to the original form of payment. Ms. [redacted], we see that you've purchased new tickets to Kauai and had the opportunity to redeem your gift certificate. We thank you for choosing Hawaiian Airlines and look forward to welcoming you and your family on board soon. Sincerely, Matthew V[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
As for the phone, we were just finally able to track down the proper place, which required several phone calls and blind luck that we arrived at the right time that they were not closed. This offices hours are sporadic. As for forcing us to check baggage, I have no way to prove what the baggage situation was like. I did not think to take pictures of the open spaces, nor my luggage within the device used to check whether your bag's dimensions is carry-on approved. This is not typical behavior, nor do I think that any kind of documentation exists that I would have been able to attain in order to fulfill your request. Furthermore, as I won't be using Hawaiian again in the future, it doesn't make sense to give me credit towards a future Hawaiian ticket. It does make sense to credit back my card, however.
Message From Consumer Affairs
3/8/2016 - Case: CN-[redacted]
[redacted] - [redacted]
Aloha Ms. [redacted],
We received your complaint to the Revdex.com (Revdex.com) on March 3. We're very sorry to hear that you did not...
receive your prize. We have contacted our Social Media Team and were advised that we did update your address with [redacted] and they delivered the package on January 21. However, the package was left at the wrong address. We are currently working with [redacted] to locate the package. I understand your frustrations with the long wait and how your situation was handled. Our Social Media Team will be sending you a new package at the address that you provided, [redacted].
Thank you for choosing Hawaiian Airlines.
Sincerely,
Malia P[redacted]
Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Aloha, We have responded to the guest. Please review our response below: [redacted]
[redacted]
[redacted]
[redacted] [redacted] Message From Consumer Affairs 7/25/2017 -...
Case: CN-[redacted] - [redacted] Aloha Ms. [redacted], We received your complaint from the Revdex.com. I sincerely apologize for the delay in our response. I see that there was an error in the email that was provided. I have included the email that was originally sent on July 21, 2017, below. On behalf of Hawaiian Airlines, we're very sorry to learn about your unpleasant experience regarding your travel package. As customers, you are our valued guests. I understand that you were extremely inconvenienced and empathize with your circumstances. I have forwarded your concerns to [redacted], the Hawaiian Airlines partner handling your travel package. They advised us that after further review, they were able to confirm that there was a website error upon booking your reservation. We're sorry to hear that your last name was input incorrectly. They will contact you directly to assist with issuing a refund of the $200 service fee. Thank you for choosing Hawaiian Airlines. Sincerely, Brianne R[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office[redacted]
[redacted]
[redacted]
[redacted] [redacted] Message From Consumer Affairs 7/21/2017 - Case: CN-[redacted] - [redacted]/[redacted]/[redacted] Aloha Ms. [redacted], We received your concernsabout your travel package.We’re sorry to learn you were disappointed with the service you received We have forwarded your comments to [redacted], the Hawaiian Airlines partner handling your travel package, and we have asked them to contact you regarding this matter. In case you need to follow up with them, please call them at 1-800-725-2185. Thank you for choosing Hawaiian Airlines. Sincerely, Brianne R[redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms. [redacted],We've received your letter submitted to the Revdex.com and on behalf of Hawaiian [redacted]s, we're sorry to hear about the difficulty you had with obtaining your refund with our partners at Hawaiian [redacted]s Vacation Packages. Again, we apologize that you were unable to...
travel to Maui as scheduled and we sympathize with your circumstances. We're unable to refund the difference for your ticket issued on [redacted]s. However we've refunded the value of each of your unused Seattle to Maui segments on Hawaiian [redacted]s. In addition for the delay and inconvenience, we've issued each of you a $150 eTravel Credit, good for future travel on Hawaiian [redacted]s. 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], I appreciate the time you took to write to us and to let us know about your experience. We thank you again for choosing Hawaiian [redacted]s.Sincerely,Matthew V[redacted]Resolution CoordinatorHawaiian [redacted]s, Consumer Affairs Office
Complaint: [redacted]
I am rejecting this response because: We were NEVER offered a full refund for the cancelled flight#** leaving Sacramento on July 9, 2016 as Hawaiian Airlines indicated in their response. They said we were offered several options, however the only option we were given was a bus ride to Oakland Airport and then a flight directly from Oakland to Lihue. We request a full refund for the one flight we did not get. We paid for 2 flights with our package deal and ONLY received 1 flight, which was DELAYED leaving almost 5 hours later! We actually left Oakland Airport at 11:50 AM, being delayed from a 10:30 flight; not to mention our original flight#** from Sacramento was supposed to leave at 7:00 AM.! Beings we were NEVER notified of the cancellation from Hawaiian Airlines or [redacted], we request a refund!
Sincerely,
[redacted]
Aloha Ms. [redacted],Thank you for your patience with our response to you. We've received a notification from the Revdex.com and on behalf of Hawaiian Airlines, we're sorry to learn that you're upset with our efforts to compensate you for your hotel. Your case has been reviewed by...
our Consumer Affairs Office Manager and as a goodwill gesture, we've increased your hotel refund amount to $200. Please allow up to three weeks to receive this check in the mail. In addition for the poor service experience, we've issued you a $150 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], we appreciate the time you took to contact us. Thank you again for choosing Hawaiian Airlines.Sincerely,Matthew V[redacted]Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office