Message From Consumer Affairs 10/17/- Case: CN- [redacted] - [redacted] RE: [redacted] /***, [redacted] / [redacted] Aloha Ms [redacted] , We have received a copy of your complaint to the Revdex.com and we're sorry to hear you are disappointed with our ticket change policiesOur current policy is that guests who wish to change their reservation may do so by paying the $per ticket change fee, plus any additional fare difference between the new and old ticketsWe understand that when you must change your travel plans, change fees may be the last thing you want to seeHowever, change fees exist to cover the airline’s administrative costs and offset the risk that your seat will go unfilled as a consequence of your changeThis allows us to better match the supply of seats to the demand for travelBy helping us control inventory, ultimately charging change fees allows us to offer more competitive prices.We also understand that you called us to inquire about changing your flight from San Francisco to Maui, and you were disappointed to learn about the difference in fareAlthough the one-way airfare available on our website may have been quite low, airline tickets are priced and sold taking all the flights on the itinerary as a whole, not on a per flight basisThus, the one-way ticket price for, say, an SFO-OGG flight may not match the total price of rebooking your entire itinerary to include that flightPlease also keep in mind that certain fares are web-only and may not be available to guests calling our Reservations Department Thank you for taking the time to share your experience with usWe want you to know that we hear your feedback about the high cost of travel, and we hope this provides some clarity about why our policies existSincerely, Matthew L [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
[redacted] - [redacted] Aloha Mr [redacted] ,We received your complaint to the Revdex.com on October We apologize that we're unable to phone you as requestedFor auditing purposes, all correspondence with Consumer Affairs must be handled in writingOn behalf of Hawaiian Airlines, we're truly sorry for the poor service that you received from our customer service agentsAs a customer, you are our valued guest, so there's never an acceptable excuse when you receive poor service.Please know that we take this situation very seriouslyWe understand your frustration and have shared your experience with our HawaiianMiles Marketing Manager for his reviewWe'll continue to coach our employees to provide the high-quality, friendly service that you should have received.We see that although you did not qualify for the promotion, as a goodwill gesture, [redacted] has posted miles to your account.Additionally, we're issuing you 2,HawaiianMilesPlease allow up to business days for this transaction to be completed.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
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, Chad ***
Aloha MrM [redacted] ,We apologize for any misinformation you're having with our refund of your ticketsAs 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 stockAfter further review with our Accounting Department, they have confirmed that we've refunded $CAD for each of the two tickets back to the credit card ending in 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 $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 "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folder.MrM [redacted] , I appreciate your patience with this matterWe hope that you'll be able to take advantage of the travel credit issued to each of youThank you again for choosing Hawaiian Airlines.Sincerely,Matthew V [redacted]
Message From Consumer Affairs11/30/- Case: CN-[redacted] - ***_ [redacted] [email protected]: [redacted] Aloha Ms [redacted] ,We received your complaint to the Revdex.com on November 24, 2015.On behalf of Hawaiian Airlines, we're very sorry for the error that was made on our website with the pricing of the airfare from Portland to Honolulu on November We're also concerned to hear of the poor service that you've received from our reservations agents while attempting to resolve this matter As a customer, you are our valued guestWe understand your disappointment and your frustration and have shared your experience with our Web Manager and Reservations Manager for their review.As a goodwill gesture, we're issuing you two (2) $eTravel Credits, 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 5-business days We're sorry that we're unable to honor the fare that was posted for $As noted in our Contract of Carriage under Rule 5, Application of Tariff, item I, Hawaiian Airlines, as a policy, does not intend to offer tickets priced substantially lower than the intended ticket price for the class of service being soldEssentially, such fares do not make any economic sense and our customers should be aware that in these circumstances they are not allowed to ticket at these fares and Hawaiian Airlines will not honor such fares.We appreciate the opportunity to respond to you, and respectfully, we consider this matter closed.Sincerely,Lawrence K [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: [redacted] I am rejecting this response because: Was confirmed by your agent that at least $refund would be placed back on my card and not creditDo not feel I will be using your airlines in the future Sincerely, [redacted]
Message From Consumer Affairs 5/2/2017 - Case: [redacted] BBB Complaint # [redacted] - [redacted] @yahoo.com Aloha Ms. [redacted] , We received your complaint to the RevDex.com yesterday as well as your previous complaint that you submitted to us. Thank you for... contacting us about the schedule change on your flight. We sincerely apologize for any inconvenience that our flight cancellation has caused you.If your flight has a schedule change including flight delays or cancellations, and you provided us with your contact information when you booked your flight, we will let you know. Upon review of your travel records, we show that an email was sent to you at [redacted] @yahoo.com the night before. I'm sorry if you didn't receive receive the notification regarding the schedule change since it arrived late at night. Unfortunately, we are unable to send you the email notification since we do not keep a copy of it in our department. When an email notification is sent, the guest's reservation is notated. When guests' flights are delayed or canceled, we will try our best to reaccomodate guests on flights around the same time. If our automated system isn't able to rebook the guest, the guest can call our Reservations Department and they will assist with rebooking flights that meet the guest's needs. I've reviewed your reservations and see that I am glad to hear that you were able to take flight 306, however I understand you were disappointed with how your situation was handled. We appreciate your feedback and have shared it with our management for their review. Due to your inconvenience, we are issuing you a $50 eTravel Credit, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folder.Ms. [redacted] , thank you for sharing your experience with us and we look forward to seeing you on a future flight with us. Sincerely, Malia P [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Mr [redacted] While we are sorry to hear that your items are missing, some of your items are excluded from liabilityAll airlines impose limitations on liability for certain items checked in as baggage or included in checked baggagePlease see our contract of carriage for more informationWe also understand that the batteries you packed are considered lithium ion and are not allowed in checked luggageOur Central Baggage Services Department has been in contact with you and continues to work on your claimPlease continue to work with them and contact them directly at [redacted] daily from 4:a.mto 10:p.m(Hawaii Standard Time), days a week, including holidays.We also see that the Transportation Security Administration has contacted you and advised of your options for filing a claim with them as wellPlease contact them directly for assistanceThank you for taking the time to contact us.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] ***
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] ***
Mr [redacted] Aloha Mr***,We received your complaint to the Revdex.comWe're very sorry to learn that you were unable to redeem your certificate before it expiredWe understand how upsetting this situation has been for you, especially since you faced a similar situation last year, and we do sympathize with your circumstancesHowever, the validity of your certificate was clearly advised during the application process and when your physical card arrivedThe details are also made available when you login to your HawaiianMiles accountAlthough we're unable to reinstate your certificate, as a one-time courtesy, we're issuing you a $eTravel Credit, good for future travel on Hawaiian AirlinesYour credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within - business days.Please know that your travel credit will expire one year from the date of issuance and the email will clearly advise of the dateYou will not receive a reminder to redeem the courtesy credit, so we highly recommend noting the expiration date once you receive the email.Thank you for choosing Hawaiian AirlinesSincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
[redacted] - [redacted] Aloha [redacted] ,We've received your concern through the Revdex.comOn behalf of Hawaiian Airlines, we're sorry to hear that your son is unable to travel as scheduledOur best wishes go out to your son and the rest of your family during this timeWe realize that it may be frustrating when you aren’t able to speak with us personallyHowever, we are unable to contact you by phoneFor auditing purposes, all correspondence with our office must be done via email or letter.Please complete this medical waiver form, attach to your reply email or mail the printed form to the address below and we will be able to continue with your case.Hawaiian AirlinesConsumer Affairs OfficeP.OBox 30008Honolulu, HI 96820You may also fax the form to: [redacted] Thank you for allowing me the opportunity to respond to youWe look forward to hearing from you soon.Sincerely,Matthew V [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]
[redacted] [redacted] Re: ID # [redacted] - Hawaiian Airlines, IncHello,I must have missed the required response from your last message.As far as I am concerned, the matter has NOT been adequately resolved.Hawaiian Airlines forwarded us two vouchers for travel on their airline which is virtually worthless to us as we have no intention of travelling with that carrier ever again These were not even transferable to another party.I had asked for a credit in the same amount to the card used to make the purchase which they declinedThank you, [redacted]
Dear Ms***,Thank you for sending us your receipts.As requested, we're refunding your replacement tickets that you had purchased on China Southern Airlines for $USDA check will be mailed to the following address and should arrive within 3-weeks: [redacted] In addition, we're refunding a total of $($x 3) for your ticketing fees to your respective credit cards (ending in [redacted] and ***)Depending on your billing cycle, this transaction should be reflected on your next statement or the one thereafter.As a goodwill gesture, we're issuing you three $eTravel Credits, 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 5-business days.Regretfully, we're unable to reimburse you for the rebooking fees that you had paid to change your flight from Beijing to Honolulu as this change was a voluntary change and the appropriate fees/fare difference was collected.We appreciate the opportunity to assist you with this matter, and we thank you for flying with usSincerely,Lawrence K [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha, We have forwarded the guest's concern to the partner handling the Hawaiian Airlines Vacation PackageWe see that the guest was unhappy with the $change fee and fare differenceTherefore, guest was refunded for hotel and airfare as a courtesyThe original message was sent to the guest on September 8, 2017:Message From Consumer Affairs9/8/- Case: CN- [redacted] - [redacted] / [redacted] /***Aloha Ms [redacted] ,We’re very sorry to learn that you had an unpleasant experience with a Hawaiian Airlines reservations agent while changing your travel plansAs a customer, you are our valued guestI understand that you were disappointed and empathize with your circumstancesWe’re always concerned when guests are on hold for a long time or we take too long to process a requestWe have shared your feedback with our Reservations management team who is constantly trying to improve our processes to ensure that we can handle calls as efficiently as possible, with courtesy and aloha.I reviewed your reservation and see that your purchased a Hawaiian Airlines Vacation PackageAfter further review, I also see that you were contacting our Reservations DepartmentFor future travels, we recommend calling the Hawaiian Airlines Vacation Package directly at [redacted] for package changes, cancellations, or other inquiriesThank you for taking the time to let us know about your experience.Sincerely,Brianne R***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: Hawaiian Airlines agents knew of my booking and sold me on a lie I am sorry I had full intention of flying first class which your agent convinced me to open up a credit card to get a discount on my 1st class ticket I was booking I will not step down to coach because an agent gave me incorrect information Sincerely, [redacted]
[redacted] * [redacted] re: ***/ [redacted] /***, [redacted] / [redacted] /***Aloha Mr***,Thank you for contacting us about the schedule change on your flightWe apologize for any inconvenience this change may have caused you.To operate efficiently, we may make minor schedule changes (flight departure or arrival time is less than minutes earlier/later than originally scheduled) without notifying our guests in advanceHowever, if we need to make a significant schedule change (flight departure or arrival time is more than minutes earlier/later than originally scheduled), and you provided us with your contact information when you booked your flight, we will let you knowFor additional information regarding our schedules and operations, please see our Contract of Carriage (the agreement between Hawaiian Airlines and our guests).We show that a message was left at [redacted] , and an email was sent to [redacted] to notify of the schedule change to your flight from LihueWe truly regret that you didn't receive either of the messagesI will be sure to let our management team who handles our flight change notifications know about this for their internal review.We're sorry to learn about your experience with our Reservations Department and with our customer service agent in HonoluluAs a customer, you are our valued guest, so we want to do all that we can to give you the best possible serviceWhile we do see that your seat assignments from Honolulu were changed on September 12, we were pleased that you received your original seatsWe understand how frustrating this situation must have been, and we will share your experience with our Managers at the Honolulu Airport and Reservations Department to help ensure we handle each situation with the proper care and aloha.As a goodwill gesture, we are issuing each of you a $eTravel Credit, good for future travel on Hawaiian AirlinesYou will be receiving a separate email with the credit information, redemption instructions and Terms and Conditions within - business days.Mr***, thank you for choosing Hawaiian Airlines and for taking the time to share your experience with usWe look forward to welcoming you, Ms***, Ms [redacted] and Mr [redacted] on board again.Sincerely,Ron A [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 10/17/- Case: CN- [redacted] - [redacted] RE: [redacted] /***, [redacted] / [redacted] Aloha Ms [redacted] , We have received a copy of your complaint to the Revdex.com and we're sorry to hear you are disappointed with our ticket change policiesOur current policy is that guests who wish to change their reservation may do so by paying the $per ticket change fee, plus any additional fare difference between the new and old ticketsWe understand that when you must change your travel plans, change fees may be the last thing you want to seeHowever, change fees exist to cover the airline’s administrative costs and offset the risk that your seat will go unfilled as a consequence of your changeThis allows us to better match the supply of seats to the demand for travelBy helping us control inventory, ultimately charging change fees allows us to offer more competitive prices.We also understand that you called us to inquire about changing your flight from San Francisco to Maui, and you were disappointed to learn about the difference in fareAlthough the one-way airfare available on our website may have been quite low, airline tickets are priced and sold taking all the flights on the itinerary as a whole, not on a per flight basisThus, the one-way ticket price for, say, an SFO-OGG flight may not match the total price of rebooking your entire itinerary to include that flightPlease also keep in mind that certain fares are web-only and may not be available to guests calling our Reservations Department Thank you for taking the time to share your experience with usWe want you to know that we hear your feedback about the high cost of travel, and we hope this provides some clarity about why our policies existSincerely, Matthew L [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
[redacted] - [redacted] Aloha Mr [redacted] ,We received your complaint to the Revdex.com on October We apologize that we're unable to phone you as requestedFor auditing purposes, all correspondence with Consumer Affairs must be handled in writingOn behalf of Hawaiian Airlines, we're truly sorry for the poor service that you received from our customer service agentsAs a customer, you are our valued guest, so there's never an acceptable excuse when you receive poor service.Please know that we take this situation very seriouslyWe understand your frustration and have shared your experience with our HawaiianMiles Marketing Manager for his reviewWe'll continue to coach our employees to provide the high-quality, friendly service that you should have received.We see that although you did not qualify for the promotion, as a goodwill gesture, [redacted] has posted miles to your account.Additionally, we're issuing you 2,HawaiianMilesPlease allow up to business days for this transaction to be completed.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
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, Chad ***
Aloha MrM [redacted] ,We apologize for any misinformation you're having with our refund of your ticketsAs 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 stockAfter further review with our Accounting Department, they have confirmed that we've refunded $CAD for each of the two tickets back to the credit card ending in 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 $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 "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folder.MrM [redacted] , I appreciate your patience with this matterWe hope that you'll be able to take advantage of the travel credit issued to each of youThank you again for choosing Hawaiian Airlines.Sincerely,Matthew V [redacted]
Message From Consumer Affairs11/30/- Case: CN-[redacted] - ***_ [redacted] [email protected]: [redacted] Aloha Ms [redacted] ,We received your complaint to the Revdex.com on November 24, 2015.On behalf of Hawaiian Airlines, we're very sorry for the error that was made on our website with the pricing of the airfare from Portland to Honolulu on November We're also concerned to hear of the poor service that you've received from our reservations agents while attempting to resolve this matter As a customer, you are our valued guestWe understand your disappointment and your frustration and have shared your experience with our Web Manager and Reservations Manager for their review.As a goodwill gesture, we're issuing you two (2) $eTravel Credits, 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 5-business days We're sorry that we're unable to honor the fare that was posted for $As noted in our Contract of Carriage under Rule 5, Application of Tariff, item I, Hawaiian Airlines, as a policy, does not intend to offer tickets priced substantially lower than the intended ticket price for the class of service being soldEssentially, such fares do not make any economic sense and our customers should be aware that in these circumstances they are not allowed to ticket at these fares and Hawaiian Airlines will not honor such fares.We appreciate the opportunity to respond to you, and respectfully, we consider this matter closed.Sincerely,Lawrence K [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Revdex.com: The issue has been resolvedThank you Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Was confirmed by your agent that at least $refund would be placed back on my card and not creditDo not feel I will be using your airlines in the future Sincerely, [redacted]
Message From Consumer Affairs 5/2/2017 - Case: [redacted] BBB Complaint # [redacted] - [redacted] @yahoo.com Aloha Ms. [redacted] , We received your complaint to the RevDex.com yesterday as well as your previous complaint that you submitted to us. Thank you for... contacting us about the schedule change on your flight. We sincerely apologize for any inconvenience that our flight cancellation has caused you.If your flight has a schedule change including flight delays or cancellations, and you provided us with your contact information when you booked your flight, we will let you know. Upon review of your travel records, we show that an email was sent to you at [redacted] @yahoo.com the night before. I'm sorry if you didn't receive receive the notification regarding the schedule change since it arrived late at night. Unfortunately, we are unable to send you the email notification since we do not keep a copy of it in our department. When an email notification is sent, the guest's reservation is notated. When guests' flights are delayed or canceled, we will try our best to reaccomodate guests on flights around the same time. If our automated system isn't able to rebook the guest, the guest can call our Reservations Department and they will assist with rebooking flights that meet the guest's needs. I've reviewed your reservations and see that I am glad to hear that you were able to take flight 306, however I understand you were disappointed with how your situation was handled. We appreciate your feedback and have shared it with our management for their review. Due to your inconvenience, we are issuing you a $50 eTravel Credit, good for future travel on Hawaiian Airlines. Please note that the credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within 5 - 7 business days. We recommend that you add "[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folder.Ms. [redacted] , thank you for sharing your experience with us and we look forward to seeing you on a future flight with us. Sincerely, Malia P [redacted] Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Mr [redacted] While we are sorry to hear that your items are missing, some of your items are excluded from liabilityAll airlines impose limitations on liability for certain items checked in as baggage or included in checked baggagePlease see our contract of carriage for more informationWe also understand that the batteries you packed are considered lithium ion and are not allowed in checked luggageOur Central Baggage Services Department has been in contact with you and continues to work on your claimPlease continue to work with them and contact them directly at [redacted] daily from 4:a.mto 10:p.m(Hawaii Standard Time), days a week, including holidays.We also see that the Transportation Security Administration has contacted you and advised of your options for filing a claim with them as wellPlease contact them directly for assistanceThank you for taking the time to contact us.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] ***
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] ***
Mr [redacted] Aloha Mr***,We received your complaint to the Revdex.comWe're very sorry to learn that you were unable to redeem your certificate before it expiredWe understand how upsetting this situation has been for you, especially since you faced a similar situation last year, and we do sympathize with your circumstancesHowever, the validity of your certificate was clearly advised during the application process and when your physical card arrivedThe details are also made available when you login to your HawaiianMiles accountAlthough we're unable to reinstate your certificate, as a one-time courtesy, we're issuing you a $eTravel Credit, good for future travel on Hawaiian AirlinesYour credit information, instructions for redemption and Terms and Conditions will be arriving in a separate email within - business days.Please know that your travel credit will expire one year from the date of issuance and the email will clearly advise of the dateYou will not receive a reminder to redeem the courtesy credit, so we highly recommend noting the expiration date once you receive the email.Thank you for choosing Hawaiian AirlinesSincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
[redacted] - [redacted] Aloha [redacted] ,We've received your concern through the Revdex.comOn behalf of Hawaiian Airlines, we're sorry to hear that your son is unable to travel as scheduledOur best wishes go out to your son and the rest of your family during this timeWe realize that it may be frustrating when you aren’t able to speak with us personallyHowever, we are unable to contact you by phoneFor auditing purposes, all correspondence with our office must be done via email or letter.Please complete this medical waiver form, attach to your reply email or mail the printed form to the address below and we will be able to continue with your case.Hawaiian AirlinesConsumer Affairs OfficeP.OBox 30008Honolulu, HI 96820You may also fax the form to: [redacted] Thank you for allowing me the opportunity to respond to youWe look forward to hearing from you soon.Sincerely,Matthew V [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]
[redacted] [redacted] Re: ID # [redacted] - Hawaiian Airlines, IncHello,I must have missed the required response from your last message.As far as I am concerned, the matter has NOT been adequately resolved.Hawaiian Airlines forwarded us two vouchers for travel on their airline which is virtually worthless to us as we have no intention of travelling with that carrier ever again These were not even transferable to another party.I had asked for a credit in the same amount to the card used to make the purchase which they declinedThank you, [redacted]
Dear Ms***,Thank you for sending us your receipts.As requested, we're refunding your replacement tickets that you had purchased on China Southern Airlines for $USDA check will be mailed to the following address and should arrive within 3-weeks: [redacted] In addition, we're refunding a total of $($x 3) for your ticketing fees to your respective credit cards (ending in [redacted] and ***)Depending on your billing cycle, this transaction should be reflected on your next statement or the one thereafter.As a goodwill gesture, we're issuing you three $eTravel Credits, 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 5-business days.Regretfully, we're unable to reimburse you for the rebooking fees that you had paid to change your flight from Beijing to Honolulu as this change was a voluntary change and the appropriate fees/fare difference was collected.We appreciate the opportunity to assist you with this matter, and we thank you for flying with usSincerely,Lawrence K [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha, We have forwarded the guest's concern to the partner handling the Hawaiian Airlines Vacation PackageWe see that the guest was unhappy with the $change fee and fare differenceTherefore, guest was refunded for hotel and airfare as a courtesyThe original message was sent to the guest on September 8, 2017:Message From Consumer Affairs9/8/- Case: CN- [redacted] - [redacted] / [redacted] /***Aloha Ms [redacted] ,We’re very sorry to learn that you had an unpleasant experience with a Hawaiian Airlines reservations agent while changing your travel plansAs a customer, you are our valued guestI understand that you were disappointed and empathize with your circumstancesWe’re always concerned when guests are on hold for a long time or we take too long to process a requestWe have shared your feedback with our Reservations management team who is constantly trying to improve our processes to ensure that we can handle calls as efficiently as possible, with courtesy and aloha.I reviewed your reservation and see that your purchased a Hawaiian Airlines Vacation PackageAfter further review, I also see that you were contacting our Reservations DepartmentFor future travels, we recommend calling the Hawaiian Airlines Vacation Package directly at [redacted] for package changes, cancellations, or other inquiriesThank you for taking the time to let us know about your experience.Sincerely,Brianne R***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: Hawaiian Airlines agents knew of my booking and sold me on a lie I am sorry I had full intention of flying first class which your agent convinced me to open up a credit card to get a discount on my 1st class ticket I was booking I will not step down to coach because an agent gave me incorrect information Sincerely, [redacted]
[redacted] * [redacted] re: ***/ [redacted] /***, [redacted] / [redacted] /***Aloha Mr***,Thank you for contacting us about the schedule change on your flightWe apologize for any inconvenience this change may have caused you.To operate efficiently, we may make minor schedule changes (flight departure or arrival time is less than minutes earlier/later than originally scheduled) without notifying our guests in advanceHowever, if we need to make a significant schedule change (flight departure or arrival time is more than minutes earlier/later than originally scheduled), and you provided us with your contact information when you booked your flight, we will let you knowFor additional information regarding our schedules and operations, please see our Contract of Carriage (the agreement between Hawaiian Airlines and our guests).We show that a message was left at [redacted] , and an email was sent to [redacted] to notify of the schedule change to your flight from LihueWe truly regret that you didn't receive either of the messagesI will be sure to let our management team who handles our flight change notifications know about this for their internal review.We're sorry to learn about your experience with our Reservations Department and with our customer service agent in HonoluluAs a customer, you are our valued guest, so we want to do all that we can to give you the best possible serviceWhile we do see that your seat assignments from Honolulu were changed on September 12, we were pleased that you received your original seatsWe understand how frustrating this situation must have been, and we will share your experience with our Managers at the Honolulu Airport and Reservations Department to help ensure we handle each situation with the proper care and aloha.As a goodwill gesture, we are issuing each of you a $eTravel Credit, good for future travel on Hawaiian AirlinesYou will be receiving a separate email with the credit information, redemption instructions and Terms and Conditions within - business days.Mr***, thank you for choosing Hawaiian Airlines and for taking the time to share your experience with usWe look forward to welcoming you, Ms***, Ms [redacted] and Mr [redacted] on board again.Sincerely,Ron A [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office