Aloha Ms***, We received your complaint to the Revdex.com, and we thank you for your patience while awaiting our response It may seem that we enforced our boarding times too strictlyHowever, breaking the boarding rules for one guest would inconvenience the other guests on boardWe must also do everything possible to ensure an on-time departure, so all guests arrive at their destinations comfortablyGuests arriving at the boarding gate less than minutes prior to departure may be denied boarding and re-ticketed on a later flightFor detailed information visit the Airport CheTime page at our website We confirmed that our agents paged for you over the airport public announcement system numerous timesRegrettably, we see you arrived at our boarding gate at 2:p.mand your scheduled departure was at 2:p.mUnfortunately, due to your late arrival, we were unable to accommodate you on Flight I understand you shared the details of your delayed arrival with our agentsYou advised that you were delayed due to vomiting in the bathroomYou were then advised that we would need to contact our medical provider to clear you for travel and, if cleared, we would place you on our standby list for the next available flightWe verified that you denied this offer and demanded that we purchase you a new ticket on United Airlines instead, which we could not do Ms***, I understand how frustrating this situation must have been for you, especially since you weren't feeling well, and can certainly sympathize with your circumstancesBecause you elected to no longer travel with us, your return flight remains unused and available for you to rebook for a later travel date As a courtesy, we will waive your future change fee of $You will, however, be responsible for any difference in fare for your new flight from Honolulu to Los AnglesYou must also rebook by August 3, and may select travel dates up to days in advanceUnfortunately, we're unable to grant your refund request When you're ready to rebook your flight, please call our Reservations Department toll-free (within the U.Sand Canada) at [redacted] and refer to your electronic ticket number [redacted] As a valued guest, we appreciate you taking the time to share your experience with usIn all cases, we will use your feedback to help us improve our service and we look forward to serving you again in the future Thank you for choosing Hawaiian AirlinesSincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 1/6/- Case: [redacted] Stephanie N [redacted] - [redacted] @gmail.com Aloha Ms.N [redacted] , We received your complaint to the Revdex.com on January 5.We're very sorry to hear about your situationI understand your frustrations with your experience when you called our Reservations Department to purchase a flight and at the airport.In order for us to research your case, please send us your ticket numbers or confirmation numbers and we will be able to continue with your caseWewere not able to find any recent reservations under your nameWe look forward to hearing from you soonSincerely, Malia P [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
From: [redacted] [mailto: [redacted] ] Sent: Wednesday, September 23, 9:PMTo: Info < [redacted] >Subject: CASE: CN- [redacted] [redacted] *** [redacted] ______________________________________________________________________ Words 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 placeFirst, it was YOUR Hawaiian Air reservations agent on 8/6/that told me the $travel credit would apply AND that I could use my $gift ***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 $eCreditThey 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 $and it would take 7-business days to apply which they did NOT tell me would happen before they cancelledThen on 8/9/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 *** I did not ask for or solicit it, your representative offered it to me which I gladly acceptedThen 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 ***At that time I said that YOU offered to refund the $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 ***, it was your fault that the transaction did not go thru as you had advisedYOU need to at a minimum recredit my gift ***, 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 wrongThere 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, (year instead of years!) which I could apply the gift [redacted] to You placed more restrictions, hassles, and now a ONE year expiration instead of FIVE yearsThis was a birthday present from my parents, I am NOT traveling in so basically their $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 correctYou made me apply my gift ***, then told me that you would credit my credit ***, 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 expirationI am forwarding this complaint to the Consumer Protection Agency and the DCCA unless resolved fairly [redacted]
I do not have any documentation from the airline guaranteeing that I had an opportunity to have four seats together when I booked my ticket or at anytimeThank you, [redacted] ***
Aloha Mr [redacted] , We received your complaint to the Revdex.com Although our records show you received an Extra Comfort seat, as a courtesy, we issued you a $eTravel Credit and authorized a $refundYour refund was processed on August 4, to the card ending in However, as a gesture of goodwill, we're refunding the balance of $35, and we will void your creditAs we previously advised, all refunds are processed to the original form of payment for security reasonsDepending on your billing cycle, this transaction should appear on your next statement or the one thereafter Thank you for allowing us the opportunity to respond to your concerns Sincerely,Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted] I am rejecting this response because: if HAL is willing to have refunded me the baggage fee (if I had paid it), they should refund other consumers and discontinue the misleading emails or honor the 1st checked bag free if paid by a HAL credit cardAttached are the correspondence from the HAL Consumer Affairs office 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***
Message *rom Consumer A**airs 4/17/- Case: [redacted] Revdex.comComplaint # [redacted] - [redacted] @gmail.comRE: [redacted] ; [redacted] / [redacted] Aloha Ms [redacted] , Wehave received your complaint to the Revdex.com (Revdex.com) as well as your letter to M [redacted] D [redacted] was received by him and *orwarded to our o**ice to respond on his behal*.*irst, o [redacted] all congratulations on your upcoming weddingI know this must be an exciting time *or you and your *amily.We’re very sorry to learn aboutyour unpleasant experience with Hawaiian AirlinesAs a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor serviceWhile our agents were *ollowing our policies,Iunderstand your *rustrations and have *orwarded your e-mail to the Manager o [redacted] our Reservations Department *or her review.We will continue to coach our employees to provide the high-quality, *riendly service you should have received.We realize you are disappointed with our Guaranteed Air*are (GA*) ProgramWe instituted Guaranteed Air*are to help guests who purchase tickets *or a *light then days or weeks later see a lower *are *or that particular *light*or a couple o [redacted] reasons, we have to charge the GA [redacted] service *ee: to cover our costs *or processing these exchanges and to discourage people *rom applying over and over *or small di**erences in *are.Iunderstand that, with multiple travelers, GA [redacted] service *ees can add up and make it impossible to claim a credit *or a meaning*ul *are di**erenceBut we think our Guaranteed Air*are program provides an air*are “sa*ety net” *or travelers who buy non-re*undable, non-exchangeable tickets long be*ore their travel dates.I*you would like additional in*ormation, please see Rule 5: Application o [redacted] Tari [redacted] in our Contract o [redacted] Carriage.We are unable to honor your request to re*und your original *orm o [redacted] payment , howeveras a goodwill gesture, we will waivethe $service *ee.Please note that the credit in*ormation, instructions *or redemption and Terms and Conditions will be arriving in a separate email within - business daysWe recommend that you add "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam *older.Thank you *or taking the time to let us know about your experience and we look *orward to seeing you in AugustSincerely, Malia P [redacted] Resolution Coordinator Hawaiian Airlines, Consumer A**airs O**ice
The response isn't a resolution ! It's a run around ! please let me know when you decided to find a resolutionThank you Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Aloha Ms***,We received your complaint to the Revdex.comWe appreciate your feedback about our Guaranteed Airfare (GAF) programWe’re sorry that you're unhappy with the terms of this program.We instituted Guaranteed Airfare to help guests who purchase tickets for a flight then days or weeks later see a lower fare for that particular flightFor a couple of reasons, we have to charge the GAF service fee ($per ticket): to cover our costs for processing these exchanges and to discourage people from applying over and over for small differences in fareRegretfully, we're unable to waive the service feeWe understand that, with multiple travelers, GAF service fees can add up and make it impossible to claim a credit for a meaningful fare differenceBut we think our Guaranteed Airfare program provides an airfare “safety net” for travelers who buy non-refundable, non-exchangeable tickets long before their travel dates.Thank you for taking the time to share your feedback with us Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted] I am rejecting this response because: They are pushing any responsibility off to the credit card company instead of dealing with a charge that their company made to my card I would like Hawaiian Air to resolve this unauthorized charge they made to my credit card and not just give me a brush off I have already contacted my credit card company and they recommended I deal with Hawaiian Air as that would be the fastest and simplest way for the charge to be removed from my card Hawaiian Air has the ability to remove this charge from my card and they are refusing to do anything about it, passing the responsibility off to others when the problem originated from them Sincerely, [redacted] ***
Aloha MsM [redacted] , We received your complaint to the Revdex.comI apologize for any misunderstanding there may have been regarding your ticketsI see that your tickets were purchased through a travel agency and they are non-refundableHowever, changes are allowed for a service fee of $plus any fare differenceYour agency is responsible to advise you of such fees and of the proper procedures to make changes As noted on HawaiianAirlines.com, an additional $handling charge applies for changes on travel agency bookings when calling our Reservations DepartmentUnfortunately, purchasing a completely new and separate ticket does not grant guests a refund of their original ticketYour desired changes should have been made to your original ticketHowever, as a one-time courtesy, I can offer to refund ticket number [redacted] less $(the fees that would've applied through us if the proper change procedures were followed)If you'd like to accept this courtesy offer, please advise by replying to this email I look forward to hearing from you soon Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Mr [redacted] ,We have responded to your initial concerns on April I understand that you are still disappointed with my responseAs previosuly menitonedI do empathize with your situation and have reviewed your reservations againWe will refund the total change fees that you paid ($400) to the credit card ending in ***This transaction should be reflected on your next statement or the one thereafterHowever, we are unable to refund your tickets since you were able to travelWe see that Ms [redacted] arrived at the gate with your child at 7:a.mfor a 7:a.mdeparture She did advise our customer service agent that you were still in the TSA security lineWe 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 scheduleFor future travels, we do recommend that guests arrive at the airport hours prior to departure for North American flightsTo ensure on-time departure, guests arriving at the boarding gate less than minutes prior to departure may be denied boarding and re-ticketed on a later flightIf you would like further information about airport chetimes, please go to our websiteBased on the facts of your case, we consider our decision to be fair and appropriateRespectfully, we consider this matter closed.Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Mr [redacted] * [redacted] Aloha Mr [redacted] ,We’re sorry to hear about your baggage issueAs a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service.Our Central Baggage Services Department is handling your claim If you would like to follow up on the status of your case, contact Central Baggage Services directly at [redacted] daily from 4:a.mto 10:p.m(Hawaii Standard Time), days a week, including holidays.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted] I am rejecting this response because: The cost of the seats were $a piece I just went on your website to book the same flight and the Extra Comfort seats is the same price we paid - $a seat I looked at a number of flights - all of them are $a seat Why are you only refunding me $a seat when I paid $and had to be so inconvenienced? Are you charging me an inconvenience fee?Thank you for the offer for the 1,miles however we will not be flying with Hawaiian Airlines after all the issues we had with our last flight Between getting kicked out of seats we paid for, not getting our refund and the issue with the flight attendant we are pretty much done with your airline We even cancelled our Hawaiian Airlines credit card.Please advise why you are only refunding $a seat when we paid $a seat You owe us $160, not $150.I'd like to know why.Thank you.*** Sincerely, [redacted] G***
Aloha Ms [redacted] ,We're sorry you didn't receive our email of June 6, and July 1, about Ms [redacted] 's ticketsOur records show they were emailed to the address we had on file: [redacted] We have placed them in the U.SMail to your P.OBox address, and we ask for your patience as you await their arrival.We regret that Ms [redacted] wasn't able to travel as plannedWe wish her a speedy recovery.As a goodwill gesture, although her tickets are non-refundable, we can offer you a refund of Los Angeles-Lihue roundtrip ticket less a $service fee, and a refund of her Lihue-Honolulu roundtrip ticket less a $service feePlease let us know if you would like to accept this offer, and we can process the refunds for you.Ms [redacted] , we look forward to hearing from you about Ms [redacted] 's tickets and continuing with your case.Sincerely,Ron A [redacted] Resolution Coordinator Hawaiian [redacted] , Consumer Affairs Office
No, we do not have documentation regarding what we were informed by both the Hawaiian airlines customer service representative on the phone and the Hawaiian airlines manager at the ticket counterWe were only informed that it was noted in the complaint record we made with the Hawaiian airlines customer service representative on the phoneThey did not provide us any paper workRegards, [redacted] ***
Message From Consumer Affairs5/16/- Case: [redacted] Revdex.com Complaint # [redacted] [redacted] - [redacted] @gmail.comAloha Mr [redacted] ,We received your complaint from the Revdex.comon May about your travel packageWe’re very sorry to learn you were disappointed with the service you received and for any confusion that occurred regarding their vacation waiverWe have forwarded your comments to the Hawaiian Airlines partner handling your travel package, and we have asked them to contact you regarding this matterA representative should be contacting you soon regarding your concerns and refundThank you for choosing Hawaiian Airlines.Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
From: Gord [mailto:[email protected]] Sent: Saturday, January 28, 3:PMTo: [email protected]: [email protected]: Re: Hawaiian Airlines, Consumer Affairs Office - Travel Credit Issuance – [redacted] Revdex.com complaint # [redacted] just to clarify The e certificates have a expiration date of Jan 28, So if we book a flight on Jan 28, 2018, we are able to book a flight up to days after that date Is that correct? i.eroughly to Dec I would have appreciated that an expiry date for the e travel certificates had been disclosed when making the offer to myself e certificates/ gift cards etc have NO expiry in Canada Let me know about the dates.thanksGord M [redacted]
Aloha MsB***, Thank you for your patience with our response to youOn behalf of Hawaiian Airlines, we're truly sorry to learn that your baggage was missing upon arrival in HonoluluAs a customer, you are our valued guestI understand that you were severely inconvenienced and I sympathize with your circumstancesI too would be disappointed with having to replace such important itemsWe never like to hear that your baggage was neglected and that you were treated to poor customer service while requesting our assistanceTo resolve your issue, we have forwarded your case to our Central Baggage Services Department and an agent will be assigned to your caseIf you would like to follow up on the status of your case, contact Central Baggage Services directly at 866-389-daily from 6:a.mto 6:p.m(Hawaii Standard Time), days a week, including holidays MsB***, I appreciate the time you took to contact usWe thank you for choosing Hawaiian AirlinesSincerely, Matthew V [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms***, We received your complaint to the Revdex.com, and we thank you for your patience while awaiting our response It may seem that we enforced our boarding times too strictlyHowever, breaking the boarding rules for one guest would inconvenience the other guests on boardWe must also do everything possible to ensure an on-time departure, so all guests arrive at their destinations comfortablyGuests arriving at the boarding gate less than minutes prior to departure may be denied boarding and re-ticketed on a later flightFor detailed information visit the Airport CheTime page at our website We confirmed that our agents paged for you over the airport public announcement system numerous timesRegrettably, we see you arrived at our boarding gate at 2:p.mand your scheduled departure was at 2:p.mUnfortunately, due to your late arrival, we were unable to accommodate you on Flight I understand you shared the details of your delayed arrival with our agentsYou advised that you were delayed due to vomiting in the bathroomYou were then advised that we would need to contact our medical provider to clear you for travel and, if cleared, we would place you on our standby list for the next available flightWe verified that you denied this offer and demanded that we purchase you a new ticket on United Airlines instead, which we could not do Ms***, I understand how frustrating this situation must have been for you, especially since you weren't feeling well, and can certainly sympathize with your circumstancesBecause you elected to no longer travel with us, your return flight remains unused and available for you to rebook for a later travel date As a courtesy, we will waive your future change fee of $You will, however, be responsible for any difference in fare for your new flight from Honolulu to Los AnglesYou must also rebook by August 3, and may select travel dates up to days in advanceUnfortunately, we're unable to grant your refund request When you're ready to rebook your flight, please call our Reservations Department toll-free (within the U.Sand Canada) at [redacted] and refer to your electronic ticket number [redacted] As a valued guest, we appreciate you taking the time to share your experience with usIn all cases, we will use your feedback to help us improve our service and we look forward to serving you again in the future Thank you for choosing Hawaiian AirlinesSincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 1/6/- Case: [redacted] Stephanie N [redacted] - [redacted] @gmail.com Aloha Ms.N [redacted] , We received your complaint to the Revdex.com on January 5.We're very sorry to hear about your situationI understand your frustrations with your experience when you called our Reservations Department to purchase a flight and at the airport.In order for us to research your case, please send us your ticket numbers or confirmation numbers and we will be able to continue with your caseWewere not able to find any recent reservations under your nameWe look forward to hearing from you soonSincerely, Malia P [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
From: [redacted] [mailto: [redacted] ] Sent: Wednesday, September 23, 9:PMTo: Info < [redacted] >Subject: CASE: CN- [redacted] [redacted] *** [redacted] ______________________________________________________________________ Words 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 placeFirst, it was YOUR Hawaiian Air reservations agent on 8/6/that told me the $travel credit would apply AND that I could use my $gift ***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 $eCreditThey 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 $and it would take 7-business days to apply which they did NOT tell me would happen before they cancelledThen on 8/9/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 *** I did not ask for or solicit it, your representative offered it to me which I gladly acceptedThen 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 ***At that time I said that YOU offered to refund the $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 ***, it was your fault that the transaction did not go thru as you had advisedYOU need to at a minimum recredit my gift ***, 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 wrongThere 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, (year instead of years!) which I could apply the gift [redacted] to You placed more restrictions, hassles, and now a ONE year expiration instead of FIVE yearsThis was a birthday present from my parents, I am NOT traveling in so basically their $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 correctYou made me apply my gift ***, then told me that you would credit my credit ***, 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 expirationI am forwarding this complaint to the Consumer Protection Agency and the DCCA unless resolved fairly [redacted]
I do not have any documentation from the airline guaranteeing that I had an opportunity to have four seats together when I booked my ticket or at anytimeThank you, [redacted] ***
Aloha Mr [redacted] , We received your complaint to the Revdex.com Although our records show you received an Extra Comfort seat, as a courtesy, we issued you a $eTravel Credit and authorized a $refundYour refund was processed on August 4, to the card ending in However, as a gesture of goodwill, we're refunding the balance of $35, and we will void your creditAs we previously advised, all refunds are processed to the original form of payment for security reasonsDepending on your billing cycle, this transaction should appear on your next statement or the one thereafter Thank you for allowing us the opportunity to respond to your concerns Sincerely,Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Complaint: [redacted] I am rejecting this response because: if HAL is willing to have refunded me the baggage fee (if I had paid it), they should refund other consumers and discontinue the misleading emails or honor the 1st checked bag free if paid by a HAL credit cardAttached are the correspondence from the HAL Consumer Affairs office 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***
Message *rom Consumer A**airs 4/17/- Case: [redacted] Revdex.comComplaint # [redacted] - [redacted] @gmail.comRE: [redacted] ; [redacted] / [redacted] Aloha Ms [redacted] , Wehave received your complaint to the Revdex.com (Revdex.com) as well as your letter to M [redacted] D [redacted] was received by him and *orwarded to our o**ice to respond on his behal*.*irst, o [redacted] all congratulations on your upcoming weddingI know this must be an exciting time *or you and your *amily.We’re very sorry to learn aboutyour unpleasant experience with Hawaiian AirlinesAs a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor serviceWhile our agents were *ollowing our policies,Iunderstand your *rustrations and have *orwarded your e-mail to the Manager o [redacted] our Reservations Department *or her review.We will continue to coach our employees to provide the high-quality, *riendly service you should have received.We realize you are disappointed with our Guaranteed Air*are (GA*) ProgramWe instituted Guaranteed Air*are to help guests who purchase tickets *or a *light then days or weeks later see a lower *are *or that particular *light*or a couple o [redacted] reasons, we have to charge the GA [redacted] service *ee: to cover our costs *or processing these exchanges and to discourage people *rom applying over and over *or small di**erences in *are.Iunderstand that, with multiple travelers, GA [redacted] service *ees can add up and make it impossible to claim a credit *or a meaning*ul *are di**erenceBut we think our Guaranteed Air*are program provides an air*are “sa*ety net” *or travelers who buy non-re*undable, non-exchangeable tickets long be*ore their travel dates.I*you would like additional in*ormation, please see Rule 5: Application o [redacted] Tari [redacted] in our Contract o [redacted] Carriage.We are unable to honor your request to re*und your original *orm o [redacted] payment , howeveras a goodwill gesture, we will waivethe $service *ee.Please note that the credit in*ormation, instructions *or redemption and Terms and Conditions will be arriving in a separate email within - business daysWe recommend that you add "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam *older.Thank you *or taking the time to let us know about your experience and we look *orward to seeing you in AugustSincerely, Malia P [redacted] Resolution Coordinator Hawaiian Airlines, Consumer A**airs O**ice
The response isn't a resolution ! It's a run around ! please let me know when you decided to find a resolutionThank you Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Aloha Ms***,We received your complaint to the Revdex.comWe appreciate your feedback about our Guaranteed Airfare (GAF) programWe’re sorry that you're unhappy with the terms of this program.We instituted Guaranteed Airfare to help guests who purchase tickets for a flight then days or weeks later see a lower fare for that particular flightFor a couple of reasons, we have to charge the GAF service fee ($per ticket): to cover our costs for processing these exchanges and to discourage people from applying over and over for small differences in fareRegretfully, we're unable to waive the service feeWe understand that, with multiple travelers, GAF service fees can add up and make it impossible to claim a credit for a meaningful fare differenceBut we think our Guaranteed Airfare program provides an airfare “safety net” for travelers who buy non-refundable, non-exchangeable tickets long before their travel dates.Thank you for taking the time to share your feedback with us Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted] I am rejecting this response because: They are pushing any responsibility off to the credit card company instead of dealing with a charge that their company made to my card I would like Hawaiian Air to resolve this unauthorized charge they made to my credit card and not just give me a brush off I have already contacted my credit card company and they recommended I deal with Hawaiian Air as that would be the fastest and simplest way for the charge to be removed from my card Hawaiian Air has the ability to remove this charge from my card and they are refusing to do anything about it, passing the responsibility off to others when the problem originated from them Sincerely, [redacted] ***
Aloha MsM [redacted] , We received your complaint to the Revdex.comI apologize for any misunderstanding there may have been regarding your ticketsI see that your tickets were purchased through a travel agency and they are non-refundableHowever, changes are allowed for a service fee of $plus any fare differenceYour agency is responsible to advise you of such fees and of the proper procedures to make changes As noted on HawaiianAirlines.com, an additional $handling charge applies for changes on travel agency bookings when calling our Reservations DepartmentUnfortunately, purchasing a completely new and separate ticket does not grant guests a refund of their original ticketYour desired changes should have been made to your original ticketHowever, as a one-time courtesy, I can offer to refund ticket number [redacted] less $(the fees that would've applied through us if the proper change procedures were followed)If you'd like to accept this courtesy offer, please advise by replying to this email I look forward to hearing from you soon Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Mr [redacted] ,We have responded to your initial concerns on April I understand that you are still disappointed with my responseAs previosuly menitonedI do empathize with your situation and have reviewed your reservations againWe will refund the total change fees that you paid ($400) to the credit card ending in ***This transaction should be reflected on your next statement or the one thereafterHowever, we are unable to refund your tickets since you were able to travelWe see that Ms [redacted] arrived at the gate with your child at 7:a.mfor a 7:a.mdeparture She did advise our customer service agent that you were still in the TSA security lineWe 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 scheduleFor future travels, we do recommend that guests arrive at the airport hours prior to departure for North American flightsTo ensure on-time departure, guests arriving at the boarding gate less than minutes prior to departure may be denied boarding and re-ticketed on a later flightIf you would like further information about airport chetimes, please go to our websiteBased on the facts of your case, we consider our decision to be fair and appropriateRespectfully, we consider this matter closed.Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Mr [redacted] * [redacted] Aloha Mr [redacted] ,We’re sorry to hear about your baggage issueAs a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service.Our Central Baggage Services Department is handling your claim If you would like to follow up on the status of your case, contact Central Baggage Services directly at [redacted] daily from 4:a.mto 10:p.m(Hawaii Standard Time), days a week, including holidays.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted] I am rejecting this response because: The cost of the seats were $a piece I just went on your website to book the same flight and the Extra Comfort seats is the same price we paid - $a seat I looked at a number of flights - all of them are $a seat Why are you only refunding me $a seat when I paid $and had to be so inconvenienced? Are you charging me an inconvenience fee?Thank you for the offer for the 1,miles however we will not be flying with Hawaiian Airlines after all the issues we had with our last flight Between getting kicked out of seats we paid for, not getting our refund and the issue with the flight attendant we are pretty much done with your airline We even cancelled our Hawaiian Airlines credit card.Please advise why you are only refunding $a seat when we paid $a seat You owe us $160, not $150.I'd like to know why.Thank you.*** Sincerely, [redacted] G***
Aloha Ms [redacted] ,We're sorry you didn't receive our email of June 6, and July 1, about Ms [redacted] 's ticketsOur records show they were emailed to the address we had on file: [redacted] We have placed them in the U.SMail to your P.OBox address, and we ask for your patience as you await their arrival.We regret that Ms [redacted] wasn't able to travel as plannedWe wish her a speedy recovery.As a goodwill gesture, although her tickets are non-refundable, we can offer you a refund of Los Angeles-Lihue roundtrip ticket less a $service fee, and a refund of her Lihue-Honolulu roundtrip ticket less a $service feePlease let us know if you would like to accept this offer, and we can process the refunds for you.Ms [redacted] , we look forward to hearing from you about Ms [redacted] 's tickets and continuing with your case.Sincerely,Ron A [redacted] Resolution Coordinator Hawaiian [redacted] , Consumer Affairs Office
No, we do not have documentation regarding what we were informed by both the Hawaiian airlines customer service representative on the phone and the Hawaiian airlines manager at the ticket counterWe were only informed that it was noted in the complaint record we made with the Hawaiian airlines customer service representative on the phoneThey did not provide us any paper workRegards, [redacted] ***
Message From Consumer Affairs5/16/- Case: [redacted] Revdex.com Complaint # [redacted] [redacted] - [redacted] @gmail.comAloha Mr [redacted] ,We received your complaint from the Revdex.comon May about your travel packageWe’re very sorry to learn you were disappointed with the service you received and for any confusion that occurred regarding their vacation waiverWe have forwarded your comments to the Hawaiian Airlines partner handling your travel package, and we have asked them to contact you regarding this matterA representative should be contacting you soon regarding your concerns and refundThank you for choosing Hawaiian Airlines.Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
From: Gord [mailto:[email protected]] Sent: Saturday, January 28, 3:PMTo: [email protected]: [email protected]: Re: Hawaiian Airlines, Consumer Affairs Office - Travel Credit Issuance – [redacted] Revdex.com complaint # [redacted] just to clarify The e certificates have a expiration date of Jan 28, So if we book a flight on Jan 28, 2018, we are able to book a flight up to days after that date Is that correct? i.eroughly to Dec I would have appreciated that an expiry date for the e travel certificates had been disclosed when making the offer to myself e certificates/ gift cards etc have NO expiry in Canada Let me know about the dates.thanksGord M [redacted]
Aloha MsB***, Thank you for your patience with our response to youOn behalf of Hawaiian Airlines, we're truly sorry to learn that your baggage was missing upon arrival in HonoluluAs a customer, you are our valued guestI understand that you were severely inconvenienced and I sympathize with your circumstancesI too would be disappointed with having to replace such important itemsWe never like to hear that your baggage was neglected and that you were treated to poor customer service while requesting our assistanceTo resolve your issue, we have forwarded your case to our Central Baggage Services Department and an agent will be assigned to your caseIf you would like to follow up on the status of your case, contact Central Baggage Services directly at 866-389-daily from 6:a.mto 6:p.m(Hawaii Standard Time), days a week, including holidays MsB***, I appreciate the time you took to contact usWe thank you for choosing Hawaiian AirlinesSincerely, Matthew V [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office