Aloha Ms***,We received your complaint to the Revdex.com, and we thank you for your patience while awaiting our response. We confirmed with our Central Baggage Services Department that they did receive your claim requestHowever, they're awaiting receipt of your notary form to
finalize your claimSo they may proceed with your claim, please return the notary form to the address below. Hawaiian Airlines Central Baggage Services Department*** *** ***
*** ** ***You may also contact our Central Baggage Services office directly at ###-###-#### daily from 6:a.mto 6:p.m(Hawaii Standard Time), days a week, including holidays.Thank you for allowing us the opportunity to respond to your concern. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 10/26/- Case: CN-***Revdex.com Complaint #*** *** *** - [email protected]: ***/***; ***/*** Aloha Ms***, We received your complaint to the Revdex.com and your email on October Each case is handled in
the order in which they are received and answered within business days. We 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.We're sorry to hear that your aircraft and seat assignments changedAs requested, we're refunding the Extra Comfort fee of $to the credit card ending with ***This transaction should appear on your next credit statement or the one thereafter.As a courtesy, we are issuing each of you 1,000 HawaiianMiles to your accountsPlease allow up to business days for the miles to be posted to your accountsThank you for choosing Hawaiian AirlinesSincerely, Malia P*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Mr***,We received your complaint to the Revdex.com. We understand that you're requesting a refund of your used tickets due to the schedule change of your original flights. On July 17, we had a schedule change that altered your departure and arrival city from
Oakland to San FranciscoWe understand this was an inconvenience for your familySo, as a courtesy, we offered to reimburse up to $40, per person, for any additional transportation needed from Oakland Airport to San Francisco Airport.On August 10, as you requested, we changed your departure and arrival city to San Jose and waived all rebooking fees. On August 11, because you were still not satisfied with your requested travel arrangements, we offered a full refund of your ticketsWe see you elected to continue with your new travel arrangements and we're unable to honor your refund request To proceed with your case, you must send us a copy of your taxi receiptRegretfully, without a taxi receipt we're unable to refund your taxi expensesAs previously mentioned you may attach your receipt to your reply email or mail a copy to the address below. Hawaiian AirlinesAttn: Consumer Affairs OfficeP.OBox 30008Honolulu, HI 96820Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because: I did not get what I was promisedI was not told nor was aware that they were going to charge me for the flight homeThey acknowledged they were partially at fault but end up getting charged a pricy round trip for being stuck in Honolulu which was not my destination.
Sincerely,
*** ***
Message From Consumer Affairs 3/1/- Case: *** MrJerry B*** - jerry.b*.net Aloha MrB***, Our office, Consumer Affairs Office, received your emailforwarded to us by the Revdex.comWe appreciate your taking the time to share the details of your incident with usWe
understand that you have been in contact with the HawaiianMiles Loyalty Department and we're sorry to hear you'redisappointed with their responsesWe apologize for any miscommunication that may have occurred regarding your flights and Pualani Elite eligibilityAs the HawaiianMiles Loyalty Department mentioned, you do not qualify for complimentary Pualani Elite statusAdditionally we see that you are not within the close to qualifying miles or segment ranges to be eligible for theElite Buy Up optionWhile we are unable to grant your requests, as a one-time courtesy and gesture of goodwill the HawaiianMiles Loyalty Department offered to allow you the Elite Buy Up option at the 4,000-5,HawaiianMiles/9-flight segments needed tier of $If you would like to accept this courtesy offerfor the Elite Buy Up option, please respond to this email prior to the deadline of March 31, Alternatively, we see that they also previously advisedyou were eligible to renew your Premier Club membership at the discounted renewal rate of $However the renewal period ended on February 28, As an additional courtesythey have offered to extend your Premier Club membership renewal rate of $249until March 31, If you would like to accept this offer, please respond to this email prior to March 31, For more information regarding Elite Membership Qualifications, please feel free to visit our website hereMrB***, based on the facts of your case, we consider our decision to be fair and appropriateRespectfully, our decision stands and your case remains closedSincerely, SrResolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs6/12/- Case: CN-***Revdex.com Complaint #10662740 *** *** * ***Aloha Ms. ***,We received your complaint from the Revdex.com (Revdex.com) on June We're very sorry to hear about the issues you experienced with
your Hawaiian Vacations PackageWe have contacted Neat Travel, the Hawaiian Airlines partner handling your travel package who has advised us that your reservations failed and did not confirm. We understand your frustrations that your credit card was charged for the failed reservation. They have processed the refund back to your account and the refund should be posted within days to the credit card account.Thank you for choosing Hawaiian Airlines.Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. ***, We received your complaint to the Revdex.com, as well as your faxed letter dated August 1. On behalf of Hawaiian Airlines, we're very sorry to hear of your disappointment with our BProgramWe also apologize for any misunderstanding you may have
had regarding your First Class upgrade offerAs a valued guest, we appreciate and welcome your feedbackPlease know we have shared your concerns with our management team, and we will continue to look for ways to improve our service. We see your First Class bid for Flight on July was $and an email confirmation was sentYour bid was accepted on June and First Class seat 1G was awardedWe do see that you disputed the amount with our Reservations DepartmentHowever, because they were unable to confirm the amount during the call and there were no longer Coach Class seats available, as a one-time courtesy, they offered you a Coach Class seat on July instead with a refund of your bid ($470). We understand July was not an option for you so you requested to remain in First Class on July at a discounted fareHowever, our Chief reservations agent left you a voicemail on July confirming that your bid was for $and advised that we're unable to grant a refund or offer a discount on your bid. Although we're still unable to grant your request, as a gesture of goodwill, 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 daysWe also see that you called our Reservations Department on July to purchase a First Class seat for your return flight on July 9/Flight As you requested, you were confirmed in a First Class for $320.18. As promised, due to your upgrades, we refunded your Extra Comfort seats in full ($150)Your credit card ending in was refunded on July You may contact your bank to verify this credit. Thank you for taking the time to let us know about your experienceSincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
re: ***Aloha Mr***,We're sorry to learn about Ms***'s experience when she was trying to refund her ticketAs a customer, she is our valued guest, so there's never an acceptable excuse when poor service is received.Experiences such as hers are taken very seriously
Please be assured that we will share her comments with the Manager of our Reservations Department for her review and to ensure we handle each situation with the proper care and alohaWe will also forward her concern about the complaint box error message she received to our Web team.Our Refunds Department has processed Ms***'s refund for her ticket and Extra Comfort seat fees to the credit card ending in ***We ask that she please check her next statement or the one thereafter for these transactions.We regret any inconvenience this has causedAs a goodwill gesture, we are issuing her a $eTravel Credit, good for future travel on Hawaiian AirlinesShe will be receiving a separate email with the credit information, redemption instructions and Terms and Conditions within - business daysWe recommend that she add "***" to her accepted email recipient list so the email is not misdirected to her spam folder.Mr***, we thank Ms*** for choosing Hawaiian Airlines.Sincerely,Ron A***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because: No announcement was made in regards to rescheduling. If you didn't imquire on your own ..rescheduling was not available. I believe it was a cost saving measure at the expense of the travelers
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:Once again your company is giving me the run around having me fight between multiple companies You accept zero accountability and provide no actual solutionYou would rather frustrate someone and lose their business because it's what's easiest for youThe other company only just now called with a resolution only because I involved the Revdex.com After all I have seen already I don't expect you to do anything because you have treated my family like trash this entire timeI hope to never do business with you again.
Sincerely,
*** ***
Paul O*** - pto***@me.com Aloha Mr.O***, Wereceived your email to the Revdex.com (Revdex.com) on February We’re sorry to hear about your baggage was damaged and to hear about the issues you experienced with trying to contact us.As a customer, you are our valued guest, so there’s never
an acceptable excuse when you receive poor serviceUnfortunately, we have not received any previous emails from you regarding your bagTo resolve your issue, we have forwarded your case to our Central Baggage Services Department who handled issues such as yours.If you would like to follow up on the status of your case, contact Central Baggage Services directly at 866-389-daily from 6:a.mto 6:p.m(Hawaii Standard Time), days a week, including holidaysThank you for choosing Hawaiian AirlinesSincerely, Malia P*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 10/7/- Case: CN-*** *** *** - *** Aloha Ms.***, We're sorry to hear about your frustrating experience trying to unsubscribe to Hawaiian Airlines emails.As you requested, we have unsubscribed the following HawaiianMiles accounts and
email addresses from receiving any promotional communications.*** * *** *** ***
*** * *** *** ***
*** *** *** ***
*** * *** *** ***
*** * *** *** ***
*** * *** *** ***
*** * *** *** *** Please let us know if you continue to receive emailsThank you for choosing Hawaiian AirlinesAt their request, a copy of this response will be filed with the Revdex.comSincerely, Matthew L*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms. ***,We received your complaint to the Revdex.comWe appreciate your taking the time to share your thoughts with us.As a courtesy, we're issuing two $50 eTravel Credits, 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 - business daysWe recommend that you add “[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folder.Our Maintenance Department Manager confirmed that the section above your seat had no mold growth. Although he is unable to contact you directly regarding this matter, you may be assured that your concerns have been heardPlease know that the safety of our guests and employees is our highest priority We understand that you're disappointed with our responseHowever, based on the facts of your case, we consider our response to be fair and appropriateRespectfully, we consider this matter closed.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs1/7/- Case: CN-***Mr*** *** - ***RE: ***/***/***Aloha Mr. ***,Your concerns were forwarded to us from the Revdex.comWe understand that you are disappointed with our response.We're sorry for the
inconvenience you experienced due to your flight delay on December 6, 2015. We know how frustrating this situation must have been and we do sympathize with your circumstancesThe views of our guests are always an important consideration, so we welcome your feedbackWe have shared your feedback with our management team for their review. 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 guests.? We have reviewed your case and see that no compensation was issued for the flightTypically compensation is issued when a delay exceeds six hoursWe see that your delay upon arrival was one hour and minutes. While we are unable to grant your request for a refund of your used tickets, as a gesture of goodwill we are issuing each of you a $50 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 "***” to your accepted email recipient list so the email is not misdirected to your spam folder.For additional information regarding flight delays, please see our Contract of Carriage (the agreement between Hawaiian Airlines and our guests).Thank you for taking the time to let us know about your experienceWe consider our decision to be fair and appropriateRespectfully, we consider this matter closed.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
We have responded to the guest: Message From Consumer Affairs 8/16/- Case: CN-*** *** *** - *** *** Aloha Mr***, We have received your concern from the Revdex.comOn behalf of Hawaiian ***,
we're very sorry to learn that your Hawaiian *** flight from Kapalua to Honolulu was delayed and rerouted to KahuluiAs customers, you are our valued guestsI understand that you were extremely inconvenienced and empathize with your circumstancesWe're truly concerned about how our customer service agents handled the delay.In situations like this, we expect our customer service agents to be organized, communicative, and conciseWe understand your frustration and have shared your e-mail with the Kapalua and KahuluiStation Managers for theirreviewWe will continue to coach our employees to provide the high-quality service you should have received.At Hawaiian ***, we take experiences such as yours very seriously, and we will use your feedback to help us improve our serviceAs a courtesy, we are issuing you each of you a $eTravel Credit, good for future travel on Hawaiian ***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 "***” to your accepted email recipient list so the email is not misdirected to your spam folderWe're also sorry to hear about your delayed baggageWhen passengers travel on different *** and encounter problems with their baggage, the last carrier transporting them to their final destination is responsible for handling all claims and settlementsAll carriers follow this policyTherefore, we are unable to honor your request for compensation for this incidentFor your convenience, I have forwarded your e-mail to *** *** to assist you with this matterThey will contact you directlyMr***, I appreciate the time you took to share your experience with usThank you for choosing Hawaiian ***Sincerely, Brianne R*** Resolution Coordinator Hawaiian ***, Consumer Affairs Office
Message From Consumer Affairs10/28/- Case: CN-01134157Revdex.com Complaint # #10879885*** *** - ***Aloha Ms. ***,We received your email on October and your complaint to the Revdex.com (Revdex.com) todayWe're sorry to hear about your
experience when you were trying to check in for your flight to Honolulu.Because so much of the travel experience, such as security checkpoints and traffic, is outside your control and ours, you must include ample time in your travel scheduleWe recommend that guests arrive at the airport hour and minutes prior to departure for Neighbor Island flights You must be checked in and issued a boarding pass no later than minutes prior to scheduled departure. To ensure on-time departure, guests arriving at the boarding gate less than minutes prior to departure may be denied boarding and re-ticketed on a later flightFor detailed information visit the Airport CheTime page at our website. Upon reviewing our records for your flight ***, we see that the last customer checkwas at 09:a.mand our agents closed the checounter at this time to go to the gate. I understand your frustrations and am sorry you missed your doctor appointmentIf you would like to process a refund, please advise us, and we can process it for you.Thank you for sharing your experience with us. Sincerely,Malia P***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 I would also like to thank you for your help in resolving this issue
Sincerely,
*** ***
/22/- Case: ***Mr*** *** - ***RE: *** *** ***Aloha *** ***,Your email to *** *** was personally reviewed by him and forwarded to our office for response.We’re sorry to learn about your unpleasant experience with Hawaiian Airlines
on April 18. As a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service. We take experiences such as yours very seriously, and we will use your feedback to help us improve our service.*** *** has informed us that they have refunded your travel package in full, and we've refunded your card $for bag fees paidThis credit should be reflected on your next statement.As a courtesy, we are also issuing each of you a $300 *** 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 "***” to your accepted email recipient list so the email is not misdirected to your spam folder.Please send us a copy of your receipts for your parking and meals, and we can continue with your caseYou may attach it to your reply email or send to:*** ***
** *** ***
*** ** ***
*** ***Thank you for taking the time to contact us.Sincerely,*** ***Hawaiian Airlines, Consumer Affairs Office
Aloha Mr***,We're sorry to learn of Mr***'s disappointment about the availability of award tickets through our HawaiianMiles program.Although we're unable to offer seats for his preferred dates and destinations, please be assured that we have shared his concerns with our
HawaiianMiles and Partnerships and Alliances management teams for their internal review.Award seats are subject to availability for each award levelWe are unable to guarantee availability of award tickets on any flight or dateHawaiian Airlines may change seat availability for award travel without noticeFor more information, our *** *** * *** may be viewed on our website.As a courtesy, we are issuing Mr*** a $eTravel Credit, good for future travel on Hawaiian AirlinesHe will be receiving an email with his credit information, instructions for redemption and Terms and Conditions within - business days.Mr***, we thank Mr*** for choosing Hawaiian AirlinesWe look forward to serving him in his future travels.Sincerely,*** ***Hawaiian Airlines, Consumer Affairs Office
Aloha *** ***,We understand you're disappointed with our response. As previously stated, we have reviewed our records and see that you were advised of the $ticketing fee per person, upon booking your reservationsAs a gesture of goodwill, we've issued each of you a $*** Credit good
for future travel on Hawaiian Airlines. Based on the facts of your case, we consider our response to be fair and appropriateRespectfully, we consider this matter closed. Sincerely, *** *** Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
From:***Sent:4/20/6:PMTo:***Subject:Re: Hawaiian Airlines, Consumer Affairs Office - ***
As frequent travelers we have no intention of flying with your airlines ever again in the future. We will also not be recommending your airlines EVER to any friends or family who plan on going to Hawaii and we do fully intend on spreading the word about this incident with your airlines to the people we know, to prevent them from having the same unpleasant experience as we did. You present the worst customer service from your customer support to your travel agents ever since we started working with you.
Instead of blaming us, you should hold the responsibility towards your agents who misinformed usThere is no way we would have gone through with the ticket purchase via phone had your agent COHERENTLY spoke of the fees, assuming she had even done soIf we were properly notified, do you think we would be complaining about the fees????????????
On Monday, April 20, 2015, Hawaiian Airlines: Consumer Affairs Office wrote:
Message From Consumer Affairs4/20/- Case: *** *** * ***Re: *** *** ***Aloha *** ***,Thank you for your patience while awaiting our responseWe understand you'd like a refund of the ticketing fees associated with booking your tickets over the phoneAs a customer, we want to ensure you're as informed as possible regarding your travel plans. After reviewing your reservation, we see that the $($per person) ticketing fee was collected upon your booking on January 24, According to our records, we see that the reservations agent you spoke with had advised you of this fee upon purchasing your ticketsUnfortunately, we're unable to locate the additional $fee you had mentioned in your initial email. Please note that all reservations booked over the phone are subject to a $Ticketing Fee, per personInformation regarding this fee can also be found in our Contract of Carriage Rule 115 (the agreement between Hawaiian Airlines and our customers). We understand you had also encountered an error when trying to book travel onlineFor future travel, please know that our Web Support Center can assist guests with booking fares available online, when technical difficulties ariseReservations booked through the Web Support Center are not charged the ticketing fee. Although you were charged correctly, as a gesture of goodwill, we're issuing each of you a $*** Credit, good for future travel on Hawaiian AirlinesThe credit redemption information will be arriving in a separate email within five to seven business days. Thank you for allowing us the opportunity to respond to your request.Sincerely,*** ***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms***,We received your complaint to the Revdex.com, and we thank you for your patience while awaiting our response. We confirmed with our Central Baggage Services Department that they did receive your claim requestHowever, they're awaiting receipt of your notary form to
finalize your claimSo they may proceed with your claim, please return the notary form to the address below. Hawaiian Airlines Central Baggage Services Department*** *** ***
*** ** ***You may also contact our Central Baggage Services office directly at ###-###-#### daily from 6:a.mto 6:p.m(Hawaii Standard Time), days a week, including holidays.Thank you for allowing us the opportunity to respond to your concern. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 10/26/- Case: CN-***Revdex.com Complaint #*** *** *** - [email protected]: ***/***; ***/*** Aloha Ms***, We received your complaint to the Revdex.com and your email on October Each case is handled in
the order in which they are received and answered within business days. We 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.We're sorry to hear that your aircraft and seat assignments changedAs requested, we're refunding the Extra Comfort fee of $to the credit card ending with ***This transaction should appear on your next credit statement or the one thereafter.As a courtesy, we are issuing each of you 1,000 HawaiianMiles to your accountsPlease allow up to business days for the miles to be posted to your accountsThank you for choosing Hawaiian AirlinesSincerely, Malia P*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Mr***,We received your complaint to the Revdex.com. We understand that you're requesting a refund of your used tickets due to the schedule change of your original flights. On July 17, we had a schedule change that altered your departure and arrival city from
Oakland to San FranciscoWe understand this was an inconvenience for your familySo, as a courtesy, we offered to reimburse up to $40, per person, for any additional transportation needed from Oakland Airport to San Francisco Airport.On August 10, as you requested, we changed your departure and arrival city to San Jose and waived all rebooking fees. On August 11, because you were still not satisfied with your requested travel arrangements, we offered a full refund of your ticketsWe see you elected to continue with your new travel arrangements and we're unable to honor your refund request To proceed with your case, you must send us a copy of your taxi receiptRegretfully, without a taxi receipt we're unable to refund your taxi expensesAs previously mentioned you may attach your receipt to your reply email or mail a copy to the address below. Hawaiian AirlinesAttn: Consumer Affairs OfficeP.OBox 30008Honolulu, HI 96820Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because: I did not get what I was promisedI was not told nor was aware that they were going to charge me for the flight homeThey acknowledged they were partially at fault but end up getting charged a pricy round trip for being stuck in Honolulu which was not my destination.
Sincerely,
*** ***
Message From Consumer Affairs 3/1/- Case: *** MrJerry B*** - jerry.b
*.net Aloha MrB***, Our office, Consumer Affairs Office, received your emailforwarded to us by the Revdex.comWe appreciate your taking the time to share the details of your incident with usWe
understand that you have been in contact with the HawaiianMiles Loyalty Department and we're sorry to hear you'redisappointed with their responsesWe apologize for any miscommunication that may have occurred regarding your flights and Pualani Elite eligibilityAs the HawaiianMiles Loyalty Department mentioned, you do not qualify for complimentary Pualani Elite statusAdditionally we see that you are not within the close to qualifying miles or segment ranges to be eligible for theElite Buy Up optionWhile we are unable to grant your requests, as a one-time courtesy and gesture of goodwill the HawaiianMiles Loyalty Department offered to allow you the Elite Buy Up option at the 4,000-5,HawaiianMiles/9-flight segments needed tier of $If you would like to accept this courtesy offerfor the Elite Buy Up option, please respond to this email prior to the deadline of March 31, Alternatively, we see that they also previously advisedyou were eligible to renew your Premier Club membership at the discounted renewal rate of $However the renewal period ended on February 28, As an additional courtesythey have offered to extend your Premier Club membership renewal rate of $249until March 31, If you would like to accept this offer, please respond to this email prior to March 31, For more information regarding Elite Membership Qualifications, please feel free to visit our website hereMrB***, based on the facts of your case, we consider our decision to be fair and appropriateRespectfully, our decision stands and your case remains closedSincerely, SrResolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs6/12/- Case: CN-***Revdex.com Complaint #10662740 *** *** * ***Aloha Ms. ***,We received your complaint from the Revdex.com (Revdex.com) on June We're very sorry to hear about the issues you experienced with
your Hawaiian Vacations PackageWe have contacted Neat Travel, the Hawaiian Airlines partner handling your travel package who has advised us that your reservations failed and did not confirm. We understand your frustrations that your credit card was charged for the failed reservation. They have processed the refund back to your account and the refund should be posted within days to the credit card account.Thank you for choosing Hawaiian Airlines.Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr. ***, We received your complaint to the Revdex.com, as well as your faxed letter dated August 1. On behalf of Hawaiian Airlines, we're very sorry to hear of your disappointment with our BProgramWe also apologize for any misunderstanding you may have
had regarding your First Class upgrade offerAs a valued guest, we appreciate and welcome your feedbackPlease know we have shared your concerns with our management team, and we will continue to look for ways to improve our service. We see your First Class bid for Flight on July was $and an email confirmation was sentYour bid was accepted on June and First Class seat 1G was awardedWe do see that you disputed the amount with our Reservations DepartmentHowever, because they were unable to confirm the amount during the call and there were no longer Coach Class seats available, as a one-time courtesy, they offered you a Coach Class seat on July instead with a refund of your bid ($470). We understand July was not an option for you so you requested to remain in First Class on July at a discounted fareHowever, our Chief reservations agent left you a voicemail on July confirming that your bid was for $and advised that we're unable to grant a refund or offer a discount on your bid. Although we're still unable to grant your request, as a gesture of goodwill, 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 daysWe also see that you called our Reservations Department on July to purchase a First Class seat for your return flight on July 9/Flight As you requested, you were confirmed in a First Class for $320.18. As promised, due to your upgrades, we refunded your Extra Comfort seats in full ($150)Your credit card ending in was refunded on July You may contact your bank to verify this credit. Thank you for taking the time to let us know about your experienceSincerely, Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
re: ***Aloha Mr***,We're sorry to learn about Ms***'s experience when she was trying to refund her ticketAs a customer, she is our valued guest, so there's never an acceptable excuse when poor service is received.Experiences such as hers are taken very seriously
Please be assured that we will share her comments with the Manager of our Reservations Department for her review and to ensure we handle each situation with the proper care and alohaWe will also forward her concern about the complaint box error message she received to our Web team.Our Refunds Department has processed Ms***'s refund for her ticket and Extra Comfort seat fees to the credit card ending in ***We ask that she please check her next statement or the one thereafter for these transactions.We regret any inconvenience this has causedAs a goodwill gesture, we are issuing her a $eTravel Credit, good for future travel on Hawaiian AirlinesShe will be receiving a separate email with the credit information, redemption instructions and Terms and Conditions within - business daysWe recommend that she add "***" to her accepted email recipient list so the email is not misdirected to her spam folder.Mr***, we thank Ms*** for choosing Hawaiian Airlines.Sincerely,Ron A***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because: No announcement was made in regards to rescheduling. If you didn't imquire on your own ..rescheduling was not available. I believe it was a cost saving measure at the expense of the travelers
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:Once again your company is giving me the run around having me fight between multiple companies You accept zero accountability and provide no actual solutionYou would rather frustrate someone and lose their business because it's what's easiest for youThe other company only just now called with a resolution only because I involved the Revdex.com After all I have seen already I don't expect you to do anything because you have treated my family like trash this entire timeI hope to never do business with you again.
Sincerely,
*** ***
Paul O*** - pto***@me.com Aloha Mr.O***, Wereceived your email to the Revdex.com (Revdex.com) on February We’re sorry to hear about your baggage was damaged and to hear about the issues you experienced with trying to contact us.As a customer, you are our valued guest, so there’s never
an acceptable excuse when you receive poor serviceUnfortunately, we have not received any previous emails from you regarding your bagTo resolve your issue, we have forwarded your case to our Central Baggage Services Department who handled issues such as yours.If you would like to follow up on the status of your case, contact Central Baggage Services directly at 866-389-daily from 6:a.mto 6:p.m(Hawaii Standard Time), days a week, including holidaysThank you for choosing Hawaiian AirlinesSincerely, Malia P*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 10/7/- Case: CN-*** *** *** - *** Aloha Ms.***, We're sorry to hear about your frustrating experience trying to unsubscribe to Hawaiian Airlines emails.As you requested, we have unsubscribed the following HawaiianMiles accounts and
email addresses from receiving any promotional communications.*** * *** *** ***
*** * *** *** ***
*** *** *** ***
*** * *** *** ***
*** * *** *** ***
*** * *** *** ***
*** * *** *** *** Please let us know if you continue to receive emailsThank you for choosing Hawaiian AirlinesAt their request, a copy of this response will be filed with the Revdex.comSincerely, Matthew L*** Resolution Coordinator Hawaiian Airlines, Consumer Affairs Office
Aloha Ms. ***,We received your complaint to the Revdex.comWe appreciate your taking the time to share your thoughts with us.As a courtesy, we're issuing two $50 eTravel Credits, 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 - business daysWe recommend that you add “[email protected]” to your accepted email recipient list so the email is not misdirected to your spam folder.Our Maintenance Department Manager confirmed that the section above your seat had no mold growth. Although he is unable to contact you directly regarding this matter, you may be assured that your concerns have been heardPlease know that the safety of our guests and employees is our highest priority We understand that you're disappointed with our responseHowever, based on the facts of your case, we consider our response to be fair and appropriateRespectfully, we consider this matter closed.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs1/7/- Case: CN-***Mr*** *** - ***RE: ***/***/***Aloha Mr. ***,Your concerns were forwarded to us from the Revdex.comWe understand that you are disappointed with our response.We're sorry for the
inconvenience you experienced due to your flight delay on December 6, 2015. We know how frustrating this situation must have been and we do sympathize with your circumstancesThe views of our guests are always an important consideration, so we welcome your feedbackWe have shared your feedback with our management team for their review. 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 guests.? We have reviewed your case and see that no compensation was issued for the flightTypically compensation is issued when a delay exceeds six hoursWe see that your delay upon arrival was one hour and minutes. While we are unable to grant your request for a refund of your used tickets, as a gesture of goodwill we are issuing each of you a $50 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 "***” to your accepted email recipient list so the email is not misdirected to your spam folder.For additional information regarding flight delays, please see our Contract of Carriage (the agreement between Hawaiian Airlines and our guests).Thank you for taking the time to let us know about your experienceWe consider our decision to be fair and appropriateRespectfully, we consider this matter closed.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
We have responded to the guest: Message From Consumer Affairs 8/16/- Case: CN-*** *** *** - *** *** Aloha Mr***, We have received your concern from the Revdex.comOn behalf of Hawaiian ***,
we're very sorry to learn that your Hawaiian *** flight from Kapalua to Honolulu was delayed and rerouted to KahuluiAs customers, you are our valued guestsI understand that you were extremely inconvenienced and empathize with your circumstancesWe're truly concerned about how our customer service agents handled the delay.In situations like this, we expect our customer service agents to be organized, communicative, and conciseWe understand your frustration and have shared your e-mail with the Kapalua and KahuluiStation Managers for theirreviewWe will continue to coach our employees to provide the high-quality service you should have received.At Hawaiian ***, we take experiences such as yours very seriously, and we will use your feedback to help us improve our serviceAs a courtesy, we are issuing you each of you a $eTravel Credit, good for future travel on Hawaiian ***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 "***” to your accepted email recipient list so the email is not misdirected to your spam folderWe're also sorry to hear about your delayed baggageWhen passengers travel on different *** and encounter problems with their baggage, the last carrier transporting them to their final destination is responsible for handling all claims and settlementsAll carriers follow this policyTherefore, we are unable to honor your request for compensation for this incidentFor your convenience, I have forwarded your e-mail to *** *** to assist you with this matterThey will contact you directlyMr***, I appreciate the time you took to share your experience with usThank you for choosing Hawaiian ***Sincerely, Brianne R*** Resolution Coordinator Hawaiian ***, Consumer Affairs Office
Message From Consumer Affairs10/28/- Case: CN-01134157Revdex.com Complaint # #10879885*** *** - ***Aloha Ms. ***,We received your email on October and your complaint to the Revdex.com (Revdex.com) todayWe're sorry to hear about your
experience when you were trying to check in for your flight to Honolulu.Because so much of the travel experience, such as security checkpoints and traffic, is outside your control and ours, you must include ample time in your travel scheduleWe recommend that guests arrive at the airport hour and minutes prior to departure for Neighbor Island flights You must be checked in and issued a boarding pass no later than minutes prior to scheduled departure. To ensure on-time departure, guests arriving at the boarding gate less than minutes prior to departure may be denied boarding and re-ticketed on a later flightFor detailed information visit the Airport CheTime page at our website. Upon reviewing our records for your flight ***, we see that the last customer checkwas at 09:a.mand our agents closed the checounter at this time to go to the gate. I understand your frustrations and am sorry you missed your doctor appointmentIf you would like to process a refund, please advise us, and we can process it for you.Thank you for sharing your experience with us. Sincerely,Malia P***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 I would also like to thank you for your help in resolving this issue
Sincerely,
*** ***
/22/- Case: ***Mr*** *** - ***RE: *** *** ***Aloha *** ***,Your email to *** *** was personally reviewed by him and forwarded to our office for response.We’re sorry to learn about your unpleasant experience with Hawaiian Airlines
on April 18. As a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service. We take experiences such as yours very seriously, and we will use your feedback to help us improve our service.*** *** has informed us that they have refunded your travel package in full, and we've refunded your card $for bag fees paidThis credit should be reflected on your next statement.As a courtesy, we are also issuing each of you a $300 *** 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 "***” to your accepted email recipient list so the email is not misdirected to your spam folder.Please send us a copy of your receipts for your parking and meals, and we can continue with your caseYou may attach it to your reply email or send to:*** ***
** *** ***
*** ** ***
*** ***Thank you for taking the time to contact us.Sincerely,*** ***Hawaiian Airlines, Consumer Affairs Office
Aloha Mr***,We're sorry to learn of Mr***'s disappointment about the availability of award tickets through our HawaiianMiles program.Although we're unable to offer seats for his preferred dates and destinations, please be assured that we have shared his concerns with our
HawaiianMiles and Partnerships and Alliances management teams for their internal review.Award seats are subject to availability for each award levelWe are unable to guarantee availability of award tickets on any flight or dateHawaiian Airlines may change seat availability for award travel without noticeFor more information, our *** *** * *** may be viewed on our website.As a courtesy, we are issuing Mr*** a $eTravel Credit, good for future travel on Hawaiian AirlinesHe will be receiving an email with his credit information, instructions for redemption and Terms and Conditions within - business days.Mr***, we thank Mr*** for choosing Hawaiian AirlinesWe look forward to serving him in his future travels.Sincerely,*** ***Hawaiian Airlines, Consumer Affairs Office
Aloha *** ***,We understand you're disappointed with our response. As previously stated, we have reviewed our records and see that you were advised of the $ticketing fee per person, upon booking your reservationsAs a gesture of goodwill, we've issued each of you a $*** Credit good
for future travel on Hawaiian Airlines. Based on the facts of your case, we consider our response to be fair and appropriateRespectfully, we consider this matter closed. Sincerely, *** *** Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
From:***Sent:4/20/6:PMTo:***Subject:Re: Hawaiian Airlines, Consumer Affairs Office - ***
As frequent travelers we have no intention of flying with your airlines ever again in the future. We will also not be recommending your airlines EVER to any friends or family who plan on going to Hawaii and we do fully intend on spreading the word about this incident with your airlines to the people we know, to prevent them from having the same unpleasant experience as we did. You present the worst customer service from your customer support to your travel agents ever since we started working with you.
Instead of blaming us, you should hold the responsibility towards your agents who misinformed usThere is no way we would have gone through with the ticket purchase via phone had your agent COHERENTLY spoke of the fees, assuming she had even done soIf we were properly notified, do you think we would be complaining about the fees????????????
On Monday, April 20, 2015, Hawaiian Airlines: Consumer Affairs Office wrote:
Message From Consumer Affairs4/20/- Case: *** *** * ***Re: *** *** ***Aloha *** ***,Thank you for your patience while awaiting our responseWe understand you'd like a refund of the ticketing fees associated with booking your tickets over the phoneAs a customer, we want to ensure you're as informed as possible regarding your travel plans. After reviewing your reservation, we see that the $($per person) ticketing fee was collected upon your booking on January 24, According to our records, we see that the reservations agent you spoke with had advised you of this fee upon purchasing your ticketsUnfortunately, we're unable to locate the additional $fee you had mentioned in your initial email. Please note that all reservations booked over the phone are subject to a $Ticketing Fee, per personInformation regarding this fee can also be found in our Contract of Carriage Rule 115 (the agreement between Hawaiian Airlines and our customers). We understand you had also encountered an error when trying to book travel onlineFor future travel, please know that our Web Support Center can assist guests with booking fares available online, when technical difficulties ariseReservations booked through the Web Support Center are not charged the ticketing fee. Although you were charged correctly, as a gesture of goodwill, we're issuing each of you a $*** Credit, good for future travel on Hawaiian AirlinesThe credit redemption information will be arriving in a separate email within five to seven business days. Thank you for allowing us the opportunity to respond to your request.Sincerely,*** ***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office