Subject: Re: You have a New Message from Revdex.com of Hawaii Regarding Complaint # [redacted] Good afternoon, I am extremely dissatisfied with the Hawaii Revdex.com and Hawaiian Airlines responses to my recent complaint regarding a trip I took in early April of this yearI will be seeking further action.Thanks
Here is a copy of the response sent to Ms [redacted] on May 12, Message From Consumer Affairs5/12/- Case: [redacted] - [redacted] @gmail.comAloha Ms [redacted] ,We’re very sorry to learn about your unpleasant experience on your recent trip with usAs a customer, you are our valued guestI would certainly be upset to learn there were no vegetarian meals on the flightI understand that you were extremely disappointed and empathize with your circumstances Although we don’t offer special meals on board, guests who have special dietary restrictions are welcome to bring their own mealsWe do appreciate your input and have shared your comments with our Product Development team for their reviewPlease visit our website for more information on our in-flight meal serviceWe're also truly concerned about the lack of concern our flight attendants expressed and for your feedback regarding our restroomsIn situations like this, we expect our flight attendants to be mindful and accommodatingAt Hawaiian Airlines, we also strive to provide and clean and comfortable environmentWe understand your frustration and have also forwarded your e-mail to the In-flight Manager for their reviewWe take experiences such as yours very seriously, and we will use your feedback to help us improve our service.Ms [redacted] , thank you for taking the time to share your experience with usPlease accept our sincerest apology for the difficulties we have caused you.Sincerely,Brianne R***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Dear [redacted] ,We're sorry you were disappointed with our response.When you purchased your tickets through [redacted] , you were informed that your tickets were nonrefundable, and you agreed to these terms with [redacted] As a courtesy, they refunded your tickets less a service fee of $ per person (totaling $1000)As an additional courtesy, we offered you a $ [redacted] credit for future [redacted] on Hawaiian AirlinesIf you are unable to use this credit, you may give it to another person.Hawaiian Airlines considers its response to be fair and appropriate, and respectfully, we consider this matter closed.Sincerely, [redacted] Consumer Affairs Office
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 ---------------------------------In response to Ms [redacted] @ Hawaiian Airlines: Thank you for the offer to partially resolve this situation with me I understand you do not have to, and I appreciate itWith that said, I would like to provide some feedback as a long time customer: I am disappointed in Hawaiian Airlines unwillingness to resolve this issue completely As mentioned by you, I have had a similar issue in the past While speaking with an agent over the phone, I suggested to have a reminder email or something attached to the credit card statement indicating an offer is ready to expire Given how busy everyone's lives are now adays, it would be beneficial to the consumer to receive such a reminder Losing out on 50% off a flight is a HUGE deal to some.Not providing the consumer with a reminder that an offer is ready to expire, or your miles are about to be lost is border-line deceptive in my opinion It's almost as if Hawaiian Airlines hopes this happens (this is how it appears anyways).You also may want to choose different language in your email reply "Unable" to reinstate the 50% certificate would be an inaccurate statement I believe the correct term would be "Unwilling" or "Will not." Thank you againBest regards, [redacted] ***
[redacted] * [redacted] Dear Ms. [redacted] ,We received your complaint to the RevDex.com today.On behalf of Hawaiian Airlines, we're very sorry for the error that was made when your tickets were exchanged by our Reservations Department. As a customer,... you are our valued guest, so there's never an acceptable excuse when you receive poor service.As requested, we're refunding a total of $102.07 for the taxes that were collected for your original flights that were scheduled through Australia. The refund will be processed to the original form of payment (card number ending in 1002). Depending on your billing cycle, this transaction should be reflected on your next statement or the one thereafter. We appreciate the opportunity to assist you with this matter, and we thank you for flying with us.Sincerely, [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms [redacted] , We received your complaint to the Revdex.com On behalf of Hawaiian Airlines, we apologize for any misunderstanding there may have been regarding your gift *** Please understand that gift certificates and gift ***s are non-refundable, as stated in the Terms and Conditions, however, as a courtesy, we see you were authorized a refund in the form in an eTravel CreditAgain, we apologize for any misunderstand there may have been when our reservations agent attempted to verify your gift [redacted] number As previously advised, we're 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 As an extended courtesy, for any inconvenience caused, we're issuing you and Makai HawaiianMiles to account numbers [redacted] and [redacted] Please allow up to business days for the miles to be posted to your accounts Please know we take experiences such as yours very serious and we will use your feedback to help improve our serviceWe've shared your experience with our Reservations managers for their internal review Thank you for choosing Hawaiian Airlines Sincerely,Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Mr [redacted] , We received your complaint to the Revdex.comWe're sorry to learn that you were unable to travel as scheduled due to work, and apologize for any misunderstanding there may have been We understand you're requesting a refund of your ticket paymentHowever, the fare rules (nonrefundable and nontransferable) are displayed on the payment page during the booking process, and customers must agree to these terms before finalizing the purchaseWe see that you purchased your ticket through HawaiianAirlines.com on April and, unfortunately, we're unable to grant your request Although we don't show you called to cancel your reservation, as a courtesy, we have authorized our Reservations Department to reduce your future change fee to $Your ticket will remain valid for rebooking until April 11, and you may select travel dates up to days in advanceTo rebook, please call our Reservations Department toll-free (within the U.Sand Canada) at [redacted] and refer to your electronic ticket number [redacted] You will be responsible for any difference in fare Thank you for allowing us the opportunity to assist you with this matter Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
*** *** * ***
*** *** Aloha Mr. ***, On behalf of Hawaiian Airlines, we're sorry to learn that due to the schedule change of your flights, you had to pay change fees for another airlineAs a customer, you are our valued guestWe understand your
frustration and the inconvenience this caused, and we truly sympathize with your circumstances. In accordance with our International Contract of Carriage Rule Section A, it states that, "Schedules are subject to change without notice and carrier assumes no responsibility for making connections." We're unable to provide any reimbursement for your change fees paid to accommodate your other airline's ticket, separate from our ticketWe have no record of your other flight's information, as we are operating as your carrier only between Los Angeles and Auckland. Mr***, we appreciate the opportunity for us to respond to you. Thank you for choosing Hawaiian AirlinesSincerely, Matthew V*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha, we have responded to the guestPlease review my reply below: Message From Consumer Affairs8/14/- Case: CN-*** *** - ***/***/***Aloha Ms.***.We received your concern from the Revdex.com.On behalf of Hawaiian Airlines, we extend
our deepest condolences for the passing of youruncleWe're alsovery sorry to learn about your unpleasant experience when changing your travel plans.Ascustomers, you are our valued guestsI understand that you were extremely disappointed and empathize with your circumstances.We're truly concerned about the lack of understanding you received from our reservation agents.In situations like this, we expect our reservation agents to be considerate and empathetic.We understand your frustration and have forwarded your e-mail to the Reservations Managerfor theirreview.At Hawaiian Airlines, we take experiences such as yours very seriously, and we will use your feedback to help us improve our service.As requested, we're refunding theExtra Comfortfee of $320, under your original confirmation code ***,to the credit card ending with***This transaction should appear on your next credit statement or the one thereafter.Although the 50% Off Companion Discountcan only be used one-time, as a courtesy, we are issuing Mr*** *** a $eTravel Credit in lieu of the discounted fare difference, 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 "***” to your accepted email recipient list so the email is not misdirected to your spam folder.Thank you for choosing Hawaiian Airlines.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 ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
I have not received anything in the mail, to date.The issue, of course, is the nearly three months turn around time but it mostly the run around I've received in response. If I did not keep messaging Hawaiian, I would have received zero information or communicationEven after sending messages, I would get sometimes get zero response until my third messageExample: I sent a message on Jan No responseI sent another on Jan No responseI sent a message on Feb Finally received a response but no action to follow up with the message received. Most recently, I sent a message on Feb and and received zero response until I submitted a report to Revdex.com on March 3.
Sincerely,
*** ***
Message From Consumer Affairs9/23/- Case: CN-*** *** - ***Aloha Mr. ***,On behalf of Hawaiian Airlines, we apologize that a program glitch incorrectly changed your flights for your Thanksgiving weekendWe are very sorry for the way your situation
was handled and have shared your feedback with our IT and Reservations managers. A reservations supervisor has been trying to reach you to fix your flights to your preferenceYou can call *** and ask to be transferred to a supervisorWe're issuing you a $eTravel Credit towards a future Hawaiian Airlines flightYou'll receive a follemail within - business days that will explain the redemption process and the terms. Mr***, we understand you have many choices for your travel needs and appreciate your businessWe regret that you were inconvenienced and hope to serve you better in the future.Sincerely,Trenda S*SrResolution CoordinatorHawaiian Airlines, Consumer Affairs Officecc: Revdex.com
RE: *** *** ***Aloha Mr. ***,We appreciate your taking the time to share the details of your incident with usWe understand that you are disappointed with our response.Since your delay occurred on *** and you traveled on their ticket stock, we have
asked that a representative from *** contact you directly about your concernsIf they have not yet contacted you, a representative will be contacting you very soonPlease feel free to contact *** directly. Thank you for taking the time to contact us.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office7/28/- Case: CN-*** *** *** * ***RE: *** *** ***Aloha Mr. ***,We’re sorry to learn about your unpleasant experience with Hawaiian Airlines and ***We understand your frustration of being sent back and forth between the two airlines. We see that your travel agent rebooked your flights on *** ticket stock (Ticket starting with the numbers ***)We checked to see if Hawaiian Airlines charged you any change fees for your flights to be rebooked, and we do not show any charges.Additionally, since your *** flight was delayed and you were re-ticketed on their ticket stock, we are unable to issue you compensation for their delay, which caused the rebooking of your travels. We also did not find any baggage fees charged by Hawaiian AirlinesIf Hawaiian Airlines charged you baggage fees, please send us your Hawaiian Airlines receipts for our review. We appreciate your patience and understanding in this matter.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha, On behalf of Hawaiian Airlines, we're sorry to learn that you are unhappy with our fees for your daughter's ticketAs a customer, you are our valued guest and we understand your frustration. Based on two call recordings on May 31, 2016, none of our agents
advised you that your daughter's ticket would be exempt from the fare difference for a new outbound flightYou were also advised by our agent about the ticket restrictions and requirements of the 50% off companion ticket purchased For any nonrefundable ticket being changed, we must charge a change fee along with the fare difference, if anyAny changes made to an existing reservation that utilized the 50% off companion discount, the discount will no longer be valid and will not be applied toward the new itineraryIf you would still like to make changes and pay the fees, please call *** for assistanceMr***, thank you for taking the time to write to us and we thank you for choosing Hawaiian AirlinesSincerely, Matthew V***
2/5/- Case: CN-***Ms*** *** - ***Aloha Ms. ***,Your concerns were forwarded to us by the Revdex.com. We’re sorry to learn that you had an unpleasant experience with a Hawaiian Airlines agent when you called about your
Guaranteed Airfare (GAF) travel creditAs a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service.We understand your frustration and have forwarded your e-mail to the Manager of our Reservations Department (Customer Service Department) for her review.We will continue to coach our employees to provide the high-quality, friendly service you should have received.We see that you were issued a $GAF eTravel Credit good for future travel on Hawaiian AirlinesAlthough it expired on January 28, 2016, as a courtesy we are issuing you a new $222.40 eTravel Credit. Please 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.Thank you for taking the time to let us know about your experience.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because: Not taking any responsibility of the delays in luggage delay in unacceptableI need reimbursement for the items I bought due to the delays caused by Hawaiian airlineProviding a credit and a voucher for a later use is not acceptableYou need to step up and take responsibility The physical pain caused to my child and my mother in law (senior citizen) is far greater than a voucherI tried to be resonable and only ask for reimbursement of the items that we had to buy to spend the nightI guess the Airline truly doesn't care about taking responsibilityI'll make sure that my story is heard at every outlet, if not resolved by the companyMistakes happen, dealing with them is what countsGiving us $voucher for what happened is not acceptableThanks,
Sincerely,
*** ***
It will be great to get a refund, which they probably will not do.But at least do not let the credit expire.I would like to use the credit, but there is basically no flight from RDUThank you.***
Aloha Mr***, We received your complaint to the Revdex.comOh behalf of Hawaiian Airlines, we're sorry to hear of your unpleasant experience. While we always do our best to provide guests with their desired seating, when flights are full, you may not always get your desired
seatSeats are made available on a first-come, first-serve basis, days in advance of the flight dateSome seats are held for assignment on the day of departure to accommodate customers with special needsThe earlier in advance that you book your flights, the better your chances are of getting your preferred seating, especially if you're traveling during a peak season such as holidays or school break. Although you're unable to pre-select your seats now, upon cheat the airport, we will make every attempt to seat children under the age of with an accompanying adultOur Reservations Department can request but cannot guarantee seats to be togetherPlease visit our website for additional information about seat assignments. Thank you for taking the time to share your experience with us. Sincerely, Maegan G*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs6/1/- Case:***[email protected]***/***/***/***Aloha Ms.***,We've received your concerns from the Revdex.com.We're sorry to learn of your disappointment with thefare rulesof your ticket, as they are
non-refundable.At time of purchase you agreed that your tickets would be nonrefundablewhich is not allowed to be returned in exchange for the money youpaid.In reviewing your tickets we see that yourtickets were purchased using an employeediscounted rate, so we have also shared your case with our Pass Travel Benefits Teamfor their internal reviewPlease note that this may result in revocation or termination of the employee's benefit.We see that on September 17, 2016, Ms*** *** (ticket number 1732158583295)was able to exchange her ticket and, as a one-time courtesy, the change fee waiver was reduced from $to $Please note the fare rules of your ticket holds a $per person change fee and any difference in fareHowever, as a courtesy our Reservations Department assisted you with waiving a portion of your change fee.Tickets for*** ***and*** ***(ticket numbers and1732155523601) have not been usedAlthough these tickets are nonrefundable, as a courtesy, we can offer you a refund less a service fee of $per ticket.Please let us know if you would like to accept this offer and we will process the refund to the original form of payment ending in 7715.We're looking forward to hearing from you.Sincerely,KimberlyResolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. ***, We understand that you're upset about our rebooking policiesAs stated in our Fare Rules, Hawaiian Airlines tickets are non-refundable unless otherwise specifiedThey are valid for rebooking for a year from the date of purchase by paying the change fee, plus any
additional fare differenceThe change fee for Neighbor Island tickets is $per ticket and $per ticket for all other ticketsWhen guests are unable to travel due to hospitalization, Hawaiian Airlines will waive the change fee upon receipt of appropriate documentation, but we do not offer full refunds. Regarding your specific reservations, we located many reservations under your namePlease provide more specific information that will allow us to address your concerns, such as six-letter confirmation code or ticket number, date of travel, and names of the other travelers. Thank you for taking the time to contact usSincerely, Matthew L*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Subject: Re: You have a New Message from Revdex.com of Hawaii Regarding Complaint # [redacted] Good afternoon, I am extremely dissatisfied with the Hawaii Revdex.com and Hawaiian Airlines responses to my recent complaint regarding a trip I took in early April of this yearI will be seeking further action.Thanks
Here is a copy of the response sent to Ms [redacted] on May 12, Message From Consumer Affairs5/12/- Case: [redacted] - [redacted] @gmail.comAloha Ms [redacted] ,We’re very sorry to learn about your unpleasant experience on your recent trip with usAs a customer, you are our valued guestI would certainly be upset to learn there were no vegetarian meals on the flightI understand that you were extremely disappointed and empathize with your circumstances Although we don’t offer special meals on board, guests who have special dietary restrictions are welcome to bring their own mealsWe do appreciate your input and have shared your comments with our Product Development team for their reviewPlease visit our website for more information on our in-flight meal serviceWe're also truly concerned about the lack of concern our flight attendants expressed and for your feedback regarding our restroomsIn situations like this, we expect our flight attendants to be mindful and accommodatingAt Hawaiian Airlines, we also strive to provide and clean and comfortable environmentWe understand your frustration and have also forwarded your e-mail to the In-flight Manager for their reviewWe take experiences such as yours very seriously, and we will use your feedback to help us improve our service.Ms [redacted] , thank you for taking the time to share your experience with usPlease accept our sincerest apology for the difficulties we have caused you.Sincerely,Brianne R***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Dear [redacted] ,We're sorry you were disappointed with our response.When you purchased your tickets through [redacted] , you were informed that your tickets were nonrefundable, and you agreed to these terms with [redacted] As a courtesy, they refunded your tickets less a service fee of $ per person (totaling $1000)As an additional courtesy, we offered you a $ [redacted] credit for future [redacted] on Hawaiian AirlinesIf you are unable to use this credit, you may give it to another person.Hawaiian Airlines considers its response to be fair and appropriate, and respectfully, we consider this matter closed.Sincerely, [redacted] Consumer Affairs Office
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 ---------------------------------In response to Ms [redacted] @ Hawaiian Airlines: Thank you for the offer to partially resolve this situation with me I understand you do not have to, and I appreciate itWith that said, I would like to provide some feedback as a long time customer: I am disappointed in Hawaiian Airlines unwillingness to resolve this issue completely As mentioned by you, I have had a similar issue in the past While speaking with an agent over the phone, I suggested to have a reminder email or something attached to the credit card statement indicating an offer is ready to expire Given how busy everyone's lives are now adays, it would be beneficial to the consumer to receive such a reminder Losing out on 50% off a flight is a HUGE deal to some.Not providing the consumer with a reminder that an offer is ready to expire, or your miles are about to be lost is border-line deceptive in my opinion It's almost as if Hawaiian Airlines hopes this happens (this is how it appears anyways).You also may want to choose different language in your email reply "Unable" to reinstate the 50% certificate would be an inaccurate statement I believe the correct term would be "Unwilling" or "Will not." Thank you againBest regards, [redacted] ***
[redacted] * [redacted] Dear Ms. [redacted] ,We received your complaint to the RevDex.com today.On behalf of Hawaiian Airlines, we're very sorry for the error that was made when your tickets were exchanged by our Reservations Department. As a customer,... you are our valued guest, so there's never an acceptable excuse when you receive poor service.As requested, we're refunding a total of $102.07 for the taxes that were collected for your original flights that were scheduled through Australia. The refund will be processed to the original form of payment (card number ending in 1002). Depending on your billing cycle, this transaction should be reflected on your next statement or the one thereafter. We appreciate the opportunity to assist you with this matter, and we thank you for flying with us.Sincerely, [redacted] Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms [redacted] , We received your complaint to the Revdex.com On behalf of Hawaiian Airlines, we apologize for any misunderstanding there may have been regarding your gift *** Please understand that gift certificates and gift ***s are non-refundable, as stated in the Terms and Conditions, however, as a courtesy, we see you were authorized a refund in the form in an eTravel CreditAgain, we apologize for any misunderstand there may have been when our reservations agent attempted to verify your gift [redacted] number As previously advised, we're 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 As an extended courtesy, for any inconvenience caused, we're issuing you and Makai HawaiianMiles to account numbers [redacted] and [redacted] Please allow up to business days for the miles to be posted to your accounts Please know we take experiences such as yours very serious and we will use your feedback to help improve our serviceWe've shared your experience with our Reservations managers for their internal review Thank you for choosing Hawaiian Airlines Sincerely,Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Mr [redacted] , We received your complaint to the Revdex.comWe're sorry to learn that you were unable to travel as scheduled due to work, and apologize for any misunderstanding there may have been We understand you're requesting a refund of your ticket paymentHowever, the fare rules (nonrefundable and nontransferable) are displayed on the payment page during the booking process, and customers must agree to these terms before finalizing the purchaseWe see that you purchased your ticket through HawaiianAirlines.com on April and, unfortunately, we're unable to grant your request Although we don't show you called to cancel your reservation, as a courtesy, we have authorized our Reservations Department to reduce your future change fee to $Your ticket will remain valid for rebooking until April 11, and you may select travel dates up to days in advanceTo rebook, please call our Reservations Department toll-free (within the U.Sand Canada) at [redacted] and refer to your electronic ticket number [redacted] You will be responsible for any difference in fare Thank you for allowing us the opportunity to assist you with this matter Sincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
*** *** * ***
*** *** Aloha Mr. ***, On behalf of Hawaiian Airlines, we're sorry to learn that due to the schedule change of your flights, you had to pay change fees for another airlineAs a customer, you are our valued guestWe understand your
frustration and the inconvenience this caused, and we truly sympathize with your circumstances. In accordance with our International Contract of Carriage Rule Section A, it states that, "Schedules are subject to change without notice and carrier assumes no responsibility for making connections." We're unable to provide any reimbursement for your change fees paid to accommodate your other airline's ticket, separate from our ticketWe have no record of your other flight's information, as we are operating as your carrier only between Los Angeles and Auckland. Mr***, we appreciate the opportunity for us to respond to you. Thank you for choosing Hawaiian AirlinesSincerely, Matthew V*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha, we have responded to the guestPlease review my reply below: Message From Consumer Affairs8/14/- Case: CN-*** *** - ***/***/***Aloha Ms.***.We received your concern from the Revdex.com.On behalf of Hawaiian Airlines, we extend
our deepest condolences for the passing of youruncleWe're alsovery sorry to learn about your unpleasant experience when changing your travel plans.Ascustomers, you are our valued guestsI understand that you were extremely disappointed and empathize with your circumstances.We're truly concerned about the lack of understanding you received from our reservation agents.In situations like this, we expect our reservation agents to be considerate and empathetic.We understand your frustration and have forwarded your e-mail to the Reservations Managerfor theirreview.At Hawaiian Airlines, we take experiences such as yours very seriously, and we will use your feedback to help us improve our service.As requested, we're refunding theExtra Comfortfee of $320, under your original confirmation code ***,to the credit card ending with***This transaction should appear on your next credit statement or the one thereafter.Although the 50% Off Companion Discountcan only be used one-time, as a courtesy, we are issuing Mr*** *** a $eTravel Credit in lieu of the discounted fare difference, 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 "***” to your accepted email recipient list so the email is not misdirected to your spam folder.Thank you for choosing Hawaiian Airlines.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 ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
I have not received anything in the mail, to date.The issue, of course, is the nearly three months turn around time but it mostly the run around I've received in response. If I did not keep messaging Hawaiian, I would have received zero information or communicationEven after sending messages, I would get sometimes get zero response until my third messageExample: I sent a message on Jan No responseI sent another on Jan No responseI sent a message on Feb Finally received a response but no action to follow up with the message received. Most recently, I sent a message on Feb and and received zero response until I submitted a report to Revdex.com on March 3.
Sincerely,
*** ***
Message From Consumer Affairs9/23/- Case: CN-*** *** - ***Aloha Mr. ***,On behalf of Hawaiian Airlines, we apologize that a program glitch incorrectly changed your flights for your Thanksgiving weekendWe are very sorry for the way your situation
*SrResolution CoordinatorHawaiian Airlines, Consumer Affairs Officecc: Revdex.com
was handled and have shared your feedback with our IT and Reservations managers. A reservations supervisor has been trying to reach you to fix your flights to your preferenceYou can call *** and ask to be transferred to a supervisorWe're issuing you a $eTravel Credit towards a future Hawaiian Airlines flightYou'll receive a follemail within - business days that will explain the redemption process and the terms. Mr***, we understand you have many choices for your travel needs and appreciate your businessWe regret that you were inconvenienced and hope to serve you better in the future.Sincerely,Trenda S
RE: *** *** ***Aloha Mr. ***,We appreciate your taking the time to share the details of your incident with usWe understand that you are disappointed with our response.Since your delay occurred on *** and you traveled on their ticket stock, we have
asked that a representative from *** contact you directly about your concernsIf they have not yet contacted you, a representative will be contacting you very soonPlease feel free to contact *** directly. Thank you for taking the time to contact us.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office7/28/- Case: CN-*** *** *** * ***RE: *** *** ***Aloha Mr. ***,We’re sorry to learn about your unpleasant experience with Hawaiian Airlines and ***We understand your frustration of being sent back and forth between the two airlines. We see that your travel agent rebooked your flights on *** ticket stock (Ticket starting with the numbers ***)We checked to see if Hawaiian Airlines charged you any change fees for your flights to be rebooked, and we do not show any charges.Additionally, since your *** flight was delayed and you were re-ticketed on their ticket stock, we are unable to issue you compensation for their delay, which caused the rebooking of your travels. We also did not find any baggage fees charged by Hawaiian AirlinesIf Hawaiian Airlines charged you baggage fees, please send us your Hawaiian Airlines receipts for our review. We appreciate your patience and understanding in this matter.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha, On behalf of Hawaiian Airlines, we're sorry to learn that you are unhappy with our fees for your daughter's ticketAs a customer, you are our valued guest and we understand your frustration. Based on two call recordings on May 31, 2016, none of our agents
advised you that your daughter's ticket would be exempt from the fare difference for a new outbound flightYou were also advised by our agent about the ticket restrictions and requirements of the 50% off companion ticket purchased For any nonrefundable ticket being changed, we must charge a change fee along with the fare difference, if anyAny changes made to an existing reservation that utilized the 50% off companion discount, the discount will no longer be valid and will not be applied toward the new itineraryIf you would still like to make changes and pay the fees, please call *** for assistanceMr***, thank you for taking the time to write to us and we thank you for choosing Hawaiian AirlinesSincerely, Matthew V***
2/5/- Case: CN-***Ms*** *** - ***Aloha Ms. ***,Your concerns were forwarded to us by the Revdex.com. We’re sorry to learn that you had an unpleasant experience with a Hawaiian Airlines agent when you called about your
Guaranteed Airfare (GAF) travel creditAs a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service.We understand your frustration and have forwarded your e-mail to the Manager of our Reservations Department (Customer Service Department) for her review.We will continue to coach our employees to provide the high-quality, friendly service you should have received.We see that you were issued a $GAF eTravel Credit good for future travel on Hawaiian AirlinesAlthough it expired on January 28, 2016, as a courtesy we are issuing you a new $222.40 eTravel Credit. Please 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.Thank you for taking the time to let us know about your experience.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because: Not taking any responsibility of the delays in luggage delay in unacceptableI need reimbursement for the items I bought due to the delays caused by Hawaiian airlineProviding a credit and a voucher for a later use is not acceptableYou need to step up and take responsibility The physical pain caused to my child and my mother in law (senior citizen) is far greater than a voucherI tried to be resonable and only ask for reimbursement of the items that we had to buy to spend the nightI guess the Airline truly doesn't care about taking responsibilityI'll make sure that my story is heard at every outlet, if not resolved by the companyMistakes happen, dealing with them is what countsGiving us $voucher for what happened is not acceptableThanks,
Sincerely,
*** ***
It will be great to get a refund, which they probably will not do.But at least do not let the credit expire.I would like to use the credit, but there is basically no flight from RDUThank you.***
Aloha Mr***, We received your complaint to the Revdex.comOh behalf of Hawaiian Airlines, we're sorry to hear of your unpleasant experience. While we always do our best to provide guests with their desired seating, when flights are full, you may not always get your desired
seatSeats are made available on a first-come, first-serve basis, days in advance of the flight dateSome seats are held for assignment on the day of departure to accommodate customers with special needsThe earlier in advance that you book your flights, the better your chances are of getting your preferred seating, especially if you're traveling during a peak season such as holidays or school break. Although you're unable to pre-select your seats now, upon cheat the airport, we will make every attempt to seat children under the age of with an accompanying adultOur Reservations Department can request but cannot guarantee seats to be togetherPlease visit our website for additional information about seat assignments. Thank you for taking the time to share your experience with us. Sincerely, Maegan G*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs6/1/- Case:***[email protected]***/***/***/***Aloha Ms.***,We've received your concerns from the Revdex.com.We're sorry to learn of your disappointment with thefare rulesof your ticket, as they are
non-refundable.At time of purchase you agreed that your tickets would be nonrefundablewhich is not allowed to be returned in exchange for the money youpaid.In reviewing your tickets we see that yourtickets were purchased using an employeediscounted rate, so we have also shared your case with our Pass Travel Benefits Teamfor their internal reviewPlease note that this may result in revocation or termination of the employee's benefit.We see that on September 17, 2016, Ms*** *** (ticket number 1732158583295)was able to exchange her ticket and, as a one-time courtesy, the change fee waiver was reduced from $to $Please note the fare rules of your ticket holds a $per person change fee and any difference in fareHowever, as a courtesy our Reservations Department assisted you with waiving a portion of your change fee.Tickets for*** ***and*** ***(ticket numbers and1732155523601) have not been usedAlthough these tickets are nonrefundable, as a courtesy, we can offer you a refund less a service fee of $per ticket.Please let us know if you would like to accept this offer and we will process the refund to the original form of payment ending in 7715.We're looking forward to hearing from you.Sincerely,KimberlyResolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. ***, We understand that you're upset about our rebooking policiesAs stated in our Fare Rules, Hawaiian Airlines tickets are non-refundable unless otherwise specifiedThey are valid for rebooking for a year from the date of purchase by paying the change fee, plus any
additional fare differenceThe change fee for Neighbor Island tickets is $per ticket and $per ticket for all other ticketsWhen guests are unable to travel due to hospitalization, Hawaiian Airlines will waive the change fee upon receipt of appropriate documentation, but we do not offer full refunds. Regarding your specific reservations, we located many reservations under your namePlease provide more specific information that will allow us to address your concerns, such as six-letter confirmation code or ticket number, date of travel, and names of the other travelers. Thank you for taking the time to contact usSincerely, Matthew L*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office