Aloha [redacted] ,We received your complaint to the Revdex.com on March 14.On behalf of Hawaiian Airlines, we're very sorry for the confusion that was caused by the expiration date of your 50% Companion Discount CertificateDue to a computer glitch, the wrong expiration date was displayed in your HawaiianMiles accountPlease know that our HawaiianMiles and IT Departments have been made aware of the situation and will be making corrections in the near future.Your case was referred to our Reservations Department for their handlingWe show that they have been in contact with you and will be honoring the expiration date that was displayed in your account for your 50% Companion Discount CertificateWe understand that they are in the process of assisting you with your reservations for your preferred dates of travel.We thank you for taking the time to let us know about your experience, and we thank you for being a HawaiianMiles memberSincerely,Lawrence K [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms***,Thank you for your patience with our response to youWe recently received your attached medical waiver formHowever, the signature of the physician on the form is missingPlease re-send the form signed by physician, or you may provide a signed doctor's note on your doctor's letterhead, and we will be able to continue with your caseAlso, the flight information regarding your $change fee is flight on July 9, on record locator [redacted] Ms***, we look forward to hearing from you soonThank you again for choosing Hawaiian Airlines Sincerely,Matthew V [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms***,We received your email attachments and we thank you for your patience while awaiting our reply.As a gesture of goodwill, due to the additional issues you faced, we have increased your eTravel Credit to $(the value of your return ticket)Please note that the Travel Credit you previously received will be voided and you will receive a new $eTravel Credit.Our records show the ticket reservation email you received notes your ticket needed to be issued by pm on May Additionally, your eTicket receipt email, sent on May 10, was for your award ticket onlyPlease know when guests purchase tickets using HawaiianMiles and dollars, two tickets are issuedWe apologize that our reservations agent did not make this clearCancellation emails are sent when confirmed tickets are cancelledUnfortunately, because your return ticket was not confirmed a cancellation email was not sentAgain, we apologize for the misunderstanding and for any inconvenience causedYour emails have been shared with our management team for their internal review and we will use your experience to improve our service.We appreciate you choosing Hawaiian Airlines and hope you’re able to extend us another opportunity to serve you in the future Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha ***,Thank you for your email The resolution that I am seeking is an apology from management for the way I was treated this morning on the telephone I would like an explanation of procedures when a customer asks to speak to a supervisor, because never in my life have I ever been told 'No' when I ask to speak to a supervisor I have worked in customer service for over years, I went to school for business, and never in my life have I heard that it is acceptable for an agent to tell a customer No to speaking to a manger or supervisor.I hope this clarifies things a bit, please let me know if there is anything else I can do to assist you.Best Regards, [redacted]
Please review the response we have sent to the guest: [redacted] Aloha Mr [redacted] , We received your reply from the Revdex.com.We're sorry to hear that you're disappointed with our responseI reviewed your reservation and see that we rebooked you and your family on flight from Kahului to Honolulu arriving at 6:pmAlthough your connecting flight was purchased on a separate ticket, we understand that you and your family traveled on [redacted] Airline flight [redacted] from Honolulu to HoustonWe understand that you arrived to your final destination, Houston, on August 10, 2017, at 8:amAs mentioned previously, thelast carrier transporting them to their final destination is responsible for handling all claims and settlementsTherefore, we are unable to honor your request for compensation for this incidentFor your convenience, we have forwarded your request to [redacted] However, if you would like to file a claim, please contact [redacted] When such delays arise, we have guidelines in place that govern how we compensate our guestsWe take into account how long the delay lasted and when the delay occurredOur guidelines allow us to provide consistent treatment for all of our guestsWe have reviewed your case and see thatno compensation was authorized for your delayAs a courtesy, we have issued each of you a $Travel CreditsWe sincerelyapologizefor the difficulties we have caused you and your familyI definitely understand how uncomfortable your experience was and empathize with your circumstancesI assure you, your comments and email have been forwarded to the respective managers for review and coachingMr [redacted] , thank you for taking the time to share your experience with usWe hope to see you flying with us againSincerely, Brianne R [redacted] Resolution Coordinator Hawaiian [redacted] , Consumer Affairs Office
Revdex.com: Thank you! I appreciate your help Although I'm still let down by the service and way we were treated I'm happy to have this resolution 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]
[redacted] Message From Consumer Affairs11/16/- Case: CN- [redacted] /***Aloha Ms [redacted] ,Our guidelines for determining the value of a travel credit is internalThis information is not posted for the public as there are different variables considered when issuing the eTravel CreditsHowever, our Contract of Carriage does list the amenities we will provide in the event of a delayThis is listed under Rule 240: Flight Delays/CancellationsIn regards to the $eTravel Credits, although they are non-transferable in our email dated October 30, we did allow them to use the credits for the passengers of their choiceI've attached a copy of the email for your reviewPlease let me know if you have any questionsSincerely,Robyn M [redacted] SrResolution CoordinatorHawaiian Airlines, Consumer Affairs Office
[redacted] - [redacted] RE: [redacted] / [redacted] / [redacted] Aloha Ms [redacted] ,Thank you for your patience with our response to youOn behalf of Hawaiian Airlines, we're sorry to learn that you had a poor experience on your way to Los AngelesAs HawaiianMiles members, you are our valued guestsWe're extremely concerned to learn about the level of customer service by our agents assisting you with your connectionI too would be upset if my mother was mistreatedAt Hawaiian Airlines, we expect our agents to provide friendly, high quality customer service and we're saddened that this wasn't extended to youPlease know that we take feedback like this seriously and have shared this with our management team for their coaching in order to improve our services Ms [redacted] , we appreciate the time you took to share your experience with usThank you again for choosing Hawaiian Airlines.Sincerely,Matthew V [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThey have already corrected my my middle initial without charging the $fee for a name correctionI would like to thank them for their quick response as this is an airline that I preferred to fly with to Hawaii and now will continue to use because of their customer service in resolving issues Sincerely, [redacted] ***
Tell us why Message From Consumer Affairs 5/25/- Case: [redacted] Ave [redacted] , [redacted] ***-USA Aloha Ms[redacted] , Thank you very much for your responseI apologize for not leaving any email address to correspond to.I also realizethat it may be frustrating when you aren’t able to speak with us personallyHowever, we are unable to be contacted by phoneFor auditing purposes, all correspondence with our office must be done via email or letterI'm sorry to learn that you were unable to travel as scheduled.As a courtesy, we have issued a refund on your ticket ( [redacted] ) less $to the credit card ending in This transaction should be reflected on your next statement or the one thereafter.Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of paymentAlong with your refund we are also reinstating your unused companion certificateThank you for choosing Hawaiian Airlines and we look forward to having you as a guest in the near futureSincerely, Kimberly J [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office here
Aloha Mr [redacted] , We received your complaint to the Revdex.com We understand that [redacted] missed his flight on June due to car issues, and we do sympathize with his circumstancesHowever, we found that our reservations agents handled your request to change his flight appropriatelyIn situations like his, guests are still responsible for the applicable change fee and any difference in fare However, as previously advised in our email dated July 5, as a courtesy, we have authorized our reservations department to waive ***'s future change fee of $Unfortunately, we're unable to grant your refund request and he will be responsible for any difference in fareTo rebook, he may call our Reservations Department toll-free (within the U.Sand Canada) at [redacted] and refer to ticket number [redacted] His ticket will remain valid for rebooking until May 17, and he may select travel dates up to days in advanceFor example, if he rebooks on May 17, he may select travel dates as late as April 12, We also confirmed with [redacted] Assistance that the policy you purchased does not cover vehicle problemsFor additional details, you may contact [redacted] Assistance toll-free at [redacted] and refer to policy number [redacted] Based on the facts of your case, we consider our decision to be fair and appropriateRespectfully, we consider this matter closedSincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs3/18/- Case: CN- [redacted] - [redacted] RE: [redacted] ***Aloha Ms [redacted] ,We're sorry to hear that your honeymoon did not go as plannedOur records show that we refunded your flights between Honolulu, Papeete, and Bora BoraWe also see that you elected to travel on your original flights from Oakland to Honolulu and from Honolulu to Oakland.The total value of your original tickets was $This represents the value of the Oakland-to-Honolulu and Honolulu-to-Oakland flights ($1196.96), plus the value of your Honolulu-Papeete-Bora Bora flights ($2214.04)This latter amount was refunded to a card ending in [redacted] on May 29, 2015.We apologize for any misinformation you received regarding a creditIf you did not receive your refund, please contact your travel agent and/or bank for additional assistanceIf they have questions they may contact us and refer to case number CN- [redacted] Thank you for taking the time to contact us.Sincerely,Matthew [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Helloi am not pleased with the outcome and response from Hawaiian AirlinesThis was the same solution offered weeks ago with no resultsI have spoken to Hawaiian for a different response that will drive resultsI am still very disappointed because no one has taken the time to think about resolutions that will resolve this issueIt has been almost a month and Hawaiian Airlines and their partners have been just giving me the run aroundIn the letter, they speak about valuing their customers and our loyaltyAs of right now, I do not feel valued or that my loyalty is something desiredHawaiian Airlines has "escalated" the issue, however, this was also promised to me a month ago prior to reaching out to the Revdex.com
Message From Consumer Affairs3/11/- Case: CN- [redacted] Email - [redacted] RE: [redacted] / [redacted] Aloha Ms [redacted] ,We have contacted our Travel Package Department to help you further with your inquiry regarding the hotel situationThe 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
7/30/- Case: CN- [redacted] Mr [redacted] * [redacted] RE: [redacted] and [redacted] Aloha Mr [redacted] ,We’re sorry to hear about your baggageAs a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service.We understand that you have been in contact with our Central Baggage Services Department about your request for reimbursement and compensationTo resolve your issue, we have forwarded your case to our Central Baggage Services Department as they continue to work on your caseIf 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.Thank you for choosing Hawaiian Airlines.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted] I am rejecting this response because they are offering me $credit for a future flightI would like to request a credit of my mileage usedThank you for your time Sincerely, [redacted]
We have responded to the guest, please review our response below: [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 guestsI 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 wifeWe 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 conciseWe 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 $due to the inconveniences you faced, for a totalrefundof $418, to your credit card ending with 3697.This transaction should appear on your next credit statement or the one thereafter.Because we see that the travel package was wholly used, regrettably, we're unable to grant your request for a refund of the entire vacation package or additional First Class tickets.Mr [redacted] , thank you for taking the time to share your experience with usOnce again, please accept our heartfelt apologies for the difficulties we have caused you and your wife.Sincerely,Brianne R***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs1/11/- Case: CN- [redacted] Revdex.com # [redacted] - ***[email protected]: [redacted] /***; [redacted] / [redacted] Aloha Ms [redacted] ,We received your complaint that you filed with the Revdex.com (Revdex.com) on December We’re very sorry to learn about your unpleasant experience with Hawaiian Airlines and our Central Baggage ServiceAs a customer, you are our valued guestI understand your frustrations how your issues were handled and that you had to keep calling to find out information concerning your bag We take experiences such as yours very seriously, and we will use your feedback to help us improve our serviceYour concerns have been forwarded to our Baggage Manger for her reviewAs a gesture of goodwill, we are issuing you a$eTravel Credit, good for future travel on Hawaiian AirlinesPlease note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within - business daysWe recommend that you add " [redacted] ” to your accepted email recipient list so the email is not misdirected to your spam folder.Thank you for taking the time to let us know about your experience.Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr [redacted] , Thank you for your patience with our responseOn behalf of Hawaiian Airlines, we're sorry to learn about the confusion about your purchased First Class ticket round trip between San Francisco and MauiAs a customer, you are our valued guestWe understand your frustration and inconvenience this issue has caused youUpon review with our Website Team, our prices were correct, however the price you paid should've been associated with a combination of First Class on flight 41, and Coach on flight Your outbound price for your flight, should've held true for your return as our prices are round tripWe truly apologize for this misunderstanding on our websiteWe've already consulted with our Website Team to fix these flight selection issues on our website and to make booking on our website more transparent while booking using HawaiianMiles and cash We've authorized to issue you an eTravel Credit of $for the fare difference of your fare that was charged ($484.11) less the price of what the ticket cost should've been ($204.60)This credit will be good for future travel on Hawaiian AirlinesPlease note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within - business daysWe recommend that you add " [redacted] ” to your accepted email recipient list so the email is not misdirected to your spam folder Thank you for your understanding and for choosing Hawaiian AirlinesWe look forward to flying with you soonSincerely, Matthew V [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha [redacted] ,We received your complaint to the Revdex.com on March 14.On behalf of Hawaiian Airlines, we're very sorry for the confusion that was caused by the expiration date of your 50% Companion Discount CertificateDue to a computer glitch, the wrong expiration date was displayed in your HawaiianMiles accountPlease know that our HawaiianMiles and IT Departments have been made aware of the situation and will be making corrections in the near future.Your case was referred to our Reservations Department for their handlingWe show that they have been in contact with you and will be honoring the expiration date that was displayed in your account for your 50% Companion Discount CertificateWe understand that they are in the process of assisting you with your reservations for your preferred dates of travel.We thank you for taking the time to let us know about your experience, and we thank you for being a HawaiianMiles memberSincerely,Lawrence K [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms***,Thank you for your patience with our response to youWe recently received your attached medical waiver formHowever, the signature of the physician on the form is missingPlease re-send the form signed by physician, or you may provide a signed doctor's note on your doctor's letterhead, and we will be able to continue with your caseAlso, the flight information regarding your $change fee is flight on July 9, on record locator [redacted] Ms***, we look forward to hearing from you soonThank you again for choosing Hawaiian Airlines Sincerely,Matthew V [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms***,We received your email attachments and we thank you for your patience while awaiting our reply.As a gesture of goodwill, due to the additional issues you faced, we have increased your eTravel Credit to $(the value of your return ticket)Please note that the Travel Credit you previously received will be voided and you will receive a new $eTravel Credit.Our records show the ticket reservation email you received notes your ticket needed to be issued by pm on May Additionally, your eTicket receipt email, sent on May 10, was for your award ticket onlyPlease know when guests purchase tickets using HawaiianMiles and dollars, two tickets are issuedWe apologize that our reservations agent did not make this clearCancellation emails are sent when confirmed tickets are cancelledUnfortunately, because your return ticket was not confirmed a cancellation email was not sentAgain, we apologize for the misunderstanding and for any inconvenience causedYour emails have been shared with our management team for their internal review and we will use your experience to improve our service.We appreciate you choosing Hawaiian Airlines and hope you’re able to extend us another opportunity to serve you in the future Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha ***,Thank you for your email The resolution that I am seeking is an apology from management for the way I was treated this morning on the telephone I would like an explanation of procedures when a customer asks to speak to a supervisor, because never in my life have I ever been told 'No' when I ask to speak to a supervisor I have worked in customer service for over years, I went to school for business, and never in my life have I heard that it is acceptable for an agent to tell a customer No to speaking to a manger or supervisor.I hope this clarifies things a bit, please let me know if there is anything else I can do to assist you.Best Regards, [redacted]
Please review the response we have sent to the guest: [redacted] Aloha Mr [redacted] , We received your reply from the Revdex.com.We're sorry to hear that you're disappointed with our responseI reviewed your reservation and see that we rebooked you and your family on flight from Kahului to Honolulu arriving at 6:pmAlthough your connecting flight was purchased on a separate ticket, we understand that you and your family traveled on [redacted] Airline flight [redacted] from Honolulu to HoustonWe understand that you arrived to your final destination, Houston, on August 10, 2017, at 8:amAs mentioned previously, thelast carrier transporting them to their final destination is responsible for handling all claims and settlementsTherefore, we are unable to honor your request for compensation for this incidentFor your convenience, we have forwarded your request to [redacted] However, if you would like to file a claim, please contact [redacted] When such delays arise, we have guidelines in place that govern how we compensate our guestsWe take into account how long the delay lasted and when the delay occurredOur guidelines allow us to provide consistent treatment for all of our guestsWe have reviewed your case and see thatno compensation was authorized for your delayAs a courtesy, we have issued each of you a $Travel CreditsWe sincerelyapologizefor the difficulties we have caused you and your familyI definitely understand how uncomfortable your experience was and empathize with your circumstancesI assure you, your comments and email have been forwarded to the respective managers for review and coachingMr [redacted] , thank you for taking the time to share your experience with usWe hope to see you flying with us againSincerely, Brianne R [redacted] Resolution Coordinator Hawaiian [redacted] , Consumer Affairs Office
Revdex.com: Thank you! I appreciate your help Although I'm still let down by the service and way we were treated I'm happy to have this resolution 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]
[redacted] Message From Consumer Affairs11/16/- Case: CN- [redacted] /***Aloha Ms [redacted] ,Our guidelines for determining the value of a travel credit is internalThis information is not posted for the public as there are different variables considered when issuing the eTravel CreditsHowever, our Contract of Carriage does list the amenities we will provide in the event of a delayThis is listed under Rule 240: Flight Delays/CancellationsIn regards to the $eTravel Credits, although they are non-transferable in our email dated October 30, we did allow them to use the credits for the passengers of their choiceI've attached a copy of the email for your reviewPlease let me know if you have any questionsSincerely,Robyn M [redacted] SrResolution CoordinatorHawaiian Airlines, Consumer Affairs Office
[redacted] - [redacted] RE: [redacted] / [redacted] / [redacted] Aloha Ms [redacted] ,Thank you for your patience with our response to youOn behalf of Hawaiian Airlines, we're sorry to learn that you had a poor experience on your way to Los AngelesAs HawaiianMiles members, you are our valued guestsWe're extremely concerned to learn about the level of customer service by our agents assisting you with your connectionI too would be upset if my mother was mistreatedAt Hawaiian Airlines, we expect our agents to provide friendly, high quality customer service and we're saddened that this wasn't extended to youPlease know that we take feedback like this seriously and have shared this with our management team for their coaching in order to improve our services Ms [redacted] , we appreciate the time you took to share your experience with usThank you again for choosing Hawaiian Airlines.Sincerely,Matthew V [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThey have already corrected my my middle initial without charging the $fee for a name correctionI would like to thank them for their quick response as this is an airline that I preferred to fly with to Hawaii and now will continue to use because of their customer service in resolving issues Sincerely, [redacted] ***
Tell us why Message From Consumer Affairs 5/25/- Case: [redacted] Ave [redacted] , [redacted] ***-USA Aloha Ms[redacted] , Thank you very much for your responseI apologize for not leaving any email address to correspond to.I also realizethat it may be frustrating when you aren’t able to speak with us personallyHowever, we are unable to be contacted by phoneFor auditing purposes, all correspondence with our office must be done via email or letterI'm sorry to learn that you were unable to travel as scheduled.As a courtesy, we have issued a refund on your ticket ( [redacted] ) less $to the credit card ending in This transaction should be reflected on your next statement or the one thereafter.Please note: To protect the credit card holder and Hawaiian Airlines from possible fraudulent activity, the refund can only be credited back to the original form of paymentAlong with your refund we are also reinstating your unused companion certificateThank you for choosing Hawaiian Airlines and we look forward to having you as a guest in the near futureSincerely, Kimberly J [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office here
Aloha Mr [redacted] , We received your complaint to the Revdex.com We understand that [redacted] missed his flight on June due to car issues, and we do sympathize with his circumstancesHowever, we found that our reservations agents handled your request to change his flight appropriatelyIn situations like his, guests are still responsible for the applicable change fee and any difference in fare However, as previously advised in our email dated July 5, as a courtesy, we have authorized our reservations department to waive ***'s future change fee of $Unfortunately, we're unable to grant your refund request and he will be responsible for any difference in fareTo rebook, he may call our Reservations Department toll-free (within the U.Sand Canada) at [redacted] and refer to ticket number [redacted] His ticket will remain valid for rebooking until May 17, and he may select travel dates up to days in advanceFor example, if he rebooks on May 17, he may select travel dates as late as April 12, We also confirmed with [redacted] Assistance that the policy you purchased does not cover vehicle problemsFor additional details, you may contact [redacted] Assistance toll-free at [redacted] and refer to policy number [redacted] Based on the facts of your case, we consider our decision to be fair and appropriateRespectfully, we consider this matter closedSincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs3/18/- Case: CN- [redacted] - [redacted] RE: [redacted] ***Aloha Ms [redacted] ,We're sorry to hear that your honeymoon did not go as plannedOur records show that we refunded your flights between Honolulu, Papeete, and Bora BoraWe also see that you elected to travel on your original flights from Oakland to Honolulu and from Honolulu to Oakland.The total value of your original tickets was $This represents the value of the Oakland-to-Honolulu and Honolulu-to-Oakland flights ($1196.96), plus the value of your Honolulu-Papeete-Bora Bora flights ($2214.04)This latter amount was refunded to a card ending in [redacted] on May 29, 2015.We apologize for any misinformation you received regarding a creditIf you did not receive your refund, please contact your travel agent and/or bank for additional assistanceIf they have questions they may contact us and refer to case number CN- [redacted] Thank you for taking the time to contact us.Sincerely,Matthew [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted] I am rejecting this response because: there is still no resolution offered. Sincerely, [redacted]
Helloi am not pleased with the outcome and response from Hawaiian AirlinesThis was the same solution offered weeks ago with no resultsI have spoken to Hawaiian for a different response that will drive resultsI am still very disappointed because no one has taken the time to think about resolutions that will resolve this issueIt has been almost a month and Hawaiian Airlines and their partners have been just giving me the run aroundIn the letter, they speak about valuing their customers and our loyaltyAs of right now, I do not feel valued or that my loyalty is something desiredHawaiian Airlines has "escalated" the issue, however, this was also promised to me a month ago prior to reaching out to the Revdex.com
Message From Consumer Affairs3/11/- Case: CN- [redacted] Email - [redacted] RE: [redacted] / [redacted] Aloha Ms [redacted] ,We have contacted our Travel Package Department to help you further with your inquiry regarding the hotel situationThe 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
7/30/- Case: CN- [redacted] Mr [redacted] * [redacted] RE: [redacted] and [redacted] Aloha Mr [redacted] ,We’re sorry to hear about your baggageAs a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service.We understand that you have been in contact with our Central Baggage Services Department about your request for reimbursement and compensationTo resolve your issue, we have forwarded your case to our Central Baggage Services Department as they continue to work on your caseIf 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.Thank you for choosing Hawaiian Airlines.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted] I am rejecting this response because they are offering me $credit for a future flightI would like to request a credit of my mileage usedThank you for your time Sincerely, [redacted]
We have responded to the guest, please review our response below: [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 guestsI 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 wifeWe 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 conciseWe 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 $due to the inconveniences you faced, for a totalrefundof $418, to your credit card ending with 3697.This transaction should appear on your next credit statement or the one thereafter.Because we see that the travel package was wholly used, regrettably, we're unable to grant your request for a refund of the entire vacation package or additional First Class tickets.Mr [redacted] , thank you for taking the time to share your experience with usOnce again, please accept our heartfelt apologies for the difficulties we have caused you and your wife.Sincerely,Brianne R***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs1/11/- Case: CN- [redacted] Revdex.com # [redacted] - ***[email protected]: [redacted] /***; [redacted] / [redacted] Aloha Ms [redacted] ,We received your complaint that you filed with the Revdex.com (Revdex.com) on December We’re very sorry to learn about your unpleasant experience with Hawaiian Airlines and our Central Baggage ServiceAs a customer, you are our valued guestI understand your frustrations how your issues were handled and that you had to keep calling to find out information concerning your bag We take experiences such as yours very seriously, and we will use your feedback to help us improve our serviceYour concerns have been forwarded to our Baggage Manger for her reviewAs a gesture of goodwill, we are issuing you a$eTravel Credit, good for future travel on Hawaiian AirlinesPlease note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within - business daysWe recommend that you add " [redacted] ” to your accepted email recipient list so the email is not misdirected to your spam folder.Thank you for taking the time to let us know about your experience.Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr [redacted] , Thank you for your patience with our responseOn behalf of Hawaiian Airlines, we're sorry to learn about the confusion about your purchased First Class ticket round trip between San Francisco and MauiAs a customer, you are our valued guestWe understand your frustration and inconvenience this issue has caused youUpon review with our Website Team, our prices were correct, however the price you paid should've been associated with a combination of First Class on flight 41, and Coach on flight Your outbound price for your flight, should've held true for your return as our prices are round tripWe truly apologize for this misunderstanding on our websiteWe've already consulted with our Website Team to fix these flight selection issues on our website and to make booking on our website more transparent while booking using HawaiianMiles and cash We've authorized to issue you an eTravel Credit of $for the fare difference of your fare that was charged ($484.11) less the price of what the ticket cost should've been ($204.60)This credit will be good for future travel on Hawaiian AirlinesPlease note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within - business daysWe recommend that you add " [redacted] ” to your accepted email recipient list so the email is not misdirected to your spam folder Thank you for your understanding and for choosing Hawaiian AirlinesWe look forward to flying with you soonSincerely, Matthew V [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office