*** *** - s*RE: ***/***/***Aloha Ms***,Thank you for your patience with our response to youWe've received your letter sent to the Revdex.com and on behalf of Hawaiian Airlines, we're sorry to learn about the poor service you received regarding your
refund of your ticketsAs customers, you are our valued guests. We apologize for how our agents handled the refund of your ticketsI see that our Reservations Department was able to queue a refund of each of your tickets at $per person back to our partner handling your Hawaiian Airlines Vacation PackageHowever, I can also see that the refund was not returned to youPlease know that we take this situation seriously and have shared this with our Vacation Package Department along with our Reservations Department to improve our services and procedures when refunding vacation packages. On November 9, 2017, our partners at Hawaiian Airlines Vacation Packages have confirmed to us that a refund for these tickets will be sent to you at the contact information provided in this reservation along with the refund timing. Ms***, again we apologize for this severe inconvenience and how this was handledWe thank you again for choosing Hawaiian Airlines.Sincerely,Matthew V***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 However, I still think a cancellation notification process should be implemented whether or not the guest has a "confirmed" or "held" reservation as it would ease confusion and prevent situations like this from happening
Sincerely,
*** ***
Message From Consumer Affairs8/31/- Case: CN-*** *** - ***Aloha Ms. ***,Thank you for taking the time to contact us We appreciate your patience in awaiting our response I regret to hear that you experienced difficulties when
trying to redeem your HawaiianMiles/Dollars for your upcoming travel plans on our website.We have received your complaint from the Revdex.com (Revdex.com) on August 16, Yes, you are correct.Booking your reservation using Miles/Dollars is a convenient way to schedule your next vacationInstead of separate transactions, you will be presented with the price and number of miles necessary for your travel plans. Once your selected flights are loaded and you are ready to select your departing flight, prices are now displayed as Total Cost per person, including taxes and fees, and the breakdown of the miles and dollars will be displayed for each fare.In order for us to proceed with your case, please provide us with the following information:•Passenger(s) name•Dates of travel•Flight information• Confirmation CodeI look forward to hearing from you soon. Mahalo,Stephanie S*Resolution CoordinatorHawaiian Airlines, Consumer Affairs Officeell us why here
Message From Consumer Affairs
8/26/- Case: CN-***
*** *** - ***
Aloha Ms. ***,
As you requested, we have refunded the disputed transactions *** and ***A total of $will go back to your card ending in ***Please allow several days for the refund to appear on your statement. We understand that you are frustrated with our handling of this matterFor your reference, please find below an explanation of our policy for handling unauthorized purchases:The process to handle unauthorized purchases can be found with the credit card issuer (Financial Institution) in accordance with Regulation Z, which implements the Fair Credit Billing Act and the Truth in Lending Act, and protects cardholders from unauthorized purchasesThe cardholder should promptly report the problem to its Financial Institution and not Hawaiian Airlines The Financial Institution will advise the cardholder of the process and its specific rules For more information the cardholder can view the FTC’s website located at: https://www.consumer.ftc.gov/articles/0213-lost-or-stolen-credit-atm-and-debit-c...⇄ Hawaiian Airlines will not cancel a transaction unless instructed by the credit card issuer (Financial Institution)
Sincerely,
Matthew L***
Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
I am reopening Revdex.com Complaint ID: *** as this is not resolvedPlease reference all correspondence on this claimBooked vacation package though Hawaiian Air 3/3-3/8: main cabin class tickets to/from *** and a *** *** *** *** stayTotal package cost was $2,Package Confirmation code: ***Our flight HA *** *** was turned around mid air due to mechanical issuesPlane was off-boarded and told to waitWe waited for a few hours while the crew continued to say, "more minutes"The flight was eventually delayed until next dayMy husband and I needed to take a flight that day so we booked with *** ***s instead for a same day flightSeveral other passengers were rebooked to the *** same flight at no charge from Hawaiian AirThe total cost for us was $319.20/ticket = $totalI filed a request for refund on 3/to reimburse for our *** ***s tickets we needed to purchaseReceived an email from Hawaiian ***s Consumer Affairs office on 4/stating that they would not reimburse the *** ***s tickets but would reimburse the unused portion of the Hawaiian Air flight and requested that I contact the travel agency that booked us (the travel agency that booked us was Hawaiian Air vacation packages)The email stated, "We see that your ticket has been issued by a travel agencyPlease contact them directly and have them follow *** procedures as we've documented your record authorizing these refunds and provide them with the waiver code, "***." Several phone calls/hours on the phone - Hawaiian Air vacation packages could not locate our past reservationThe repfinally found reservation and an hour and minutes later, she confirmed she was able to refund the unused portion of the Hawaiian air $I never received a refundI have since had several emails back and forth with HA but they tell me to contact HA vacation packages which I have without any resolution
Message From Consumer Affairs4/28/- Case: CN-*** *** - ***Aloha Mr***,We're sorry to hear that you didn't particularly like the Extra Comfort Seat you purchasedYour feedback is important to us so I can share it with our Product Development team.Although we
are unable to refund this purchase, as a courtesy gesture, we're issuing you a $eTravel CreditPlease 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,*** ***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office***To: ***Subject: RE: Re: Hawaiian Airlines, Consumer Affairs Office - CN-***Date: 5/2/8:AMBody: For auditing purposes, our correspondence will need to be in written formRegrettably, we're unable to provide you with a phone call.Our response was based on your phone call with our Reservations Department:The passenger callcomplaining that they purchased for the EC seat which is Row *** and was unsatisfied since its not uncomfortable and wanted to reimburse of $since its does not seem like a EC seat.Mahalo,*** ***Hawaiian AirlinesConsumer Affairs***From: Hawaiian Airlines: Consumer Affairs Office (***)To: ***Subject: RE: Hawaiian Airlines, Consumer Affairs Office - CN-***Date: 5/4/6:PMBody:Dear Mr***,Although the same amenities are offered for all Extra Comfort Seats, we're sorry you feel this wayWe went ahead and voided the $courtesy travel credit and authorized the refund of $to the card ending with You should see this credit on the next statement or one thereafter.This case is now considered closedNo further correspondence will be forthcoming regarding this issue.Mahalo,*** ***Hawaiian AirlinesConsumer Affairs
Aloha Mr***, Thank you for taking the time to share your experience with us, and for the additional detailsAs a customer, you are our valued guest so we do appreciate and welcome your feedback.We understand how frustrating this situation can be, and we do sympathize with your circumstances
However, we find that the arrow to navigate our online seat map is clearly displayed and easily accessible to all guests. The courtesy offer from our Reservations Department, to reduce the change fee, will standUnfortunately, we're unable to grant any further change fee waivers. To rebook, please contact our Reservations Department toll-free (within the U.Sand Canada) at *** and refer to electronic ticket numbers *** and ***You will be responsible for the reduced change fee of $100, per person, and any difference in fareWe recommend calling as soon as possible, as seats and fares are based on availability and can change without notice. Thank you for allowing us the opportunity to respond to your concerns. Sincerely, Resolution Coordinator Hawaiian 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:After all the time I spent and made numerous calls notifying your marketing department about this problem I want my credit card credited for the car rental charge.and all miles returned to both of our accounts, including *** *** Your company received plenty of calls fro weeks trying to fix this and all got is a run around no help from everybody.It's very aggravating when you loose time and effort with no consideration received on your end
Sincerely,
*** ***
Ms*** *** - ***Aloha Ms***,Your request was forwarded to our office for our review and responseWe're sorry to hear of the difficulty you experienced while making reservation *** on our websiteAs a customer you are our valued guestsThe views of our guests are
always an important consideration, and we welcome your feedback on the service you received. We apologize for any miscommunication that may have occurred regarding the name change fee of $for award ticketsWe have reviewed your request and understand that you were requesting to update the middle initial on your reservation, rather than requesting to change the name of the person the ticket was issued to.As requested, we sent your documents to our Reservation Department and they have updated the name on your reservationPlease feel free to review these changes on the Manage Your Trip page of our websiteIf you have any additional questions, please do not hesitate to contact our Reservations Department toll-free (within the U.S and Canada) at ***. Thank you for choosing Hawaiian AirlinesWe look forward to serving you on your future flights. Sincerely,Brandi KekaiResolution 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 sent the receipts they requested twice to them and have evidence of this I was asking for a refund of the purchase price and they have not offered that.
Sincerely,
*** ***
Message From Consumer Affairs8/15/- Case: CN-01212164*** *** - ***RE: ***/***, ***/***Aloha Mr***,We have received your message as well as your complaint to the Better Business BusinessA copy of this reply will be filed with them. On behalf of Hawaiian
Airlines, we apologize for the mwith your Extra Comfort seatsAs customer, you are our valued guest, so there's never a good excuse when you do not receive the seats you reserved and paid for.As mentioned, we are refunding the $upgrade fee back to the card ending in This transaction should appear on your next statement or the one thereafter. As an additional courtesy for the inconvenience, we are issuing you two eTravel Credits for $per person, 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. We take incidents like this seriously, and we have asked our IT team to investigate why seats 13HJ were double-sold.Finally, we apologize but we are unable to contact you by phoneFor auditing purposes, all correspondence with the Consumer Affairs Office must be by email or letterHowever, if you would like to share additional information about this incident, please feel free to respond to this email and we will forward your concerns appropriately. Thank you for taking this time to bring this matter to our attention.Sincerely,Matthew L***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs6/22/- Case: CN-*** *** * *** *** ** *
*** *** ***re: ***Aloha Ms***,We received your complaint to the Revdex.com on June 19.We're very sorry to hear of the problems that you
encountered with your tickets on your return flight home from GuangzhouAs a customer, you are our valued guest, so there's never an acceptable excuse when you receive poor servicePlease know that we've shared your experience with our sales manager in Beijing and with our Reservations Manager for their review.Please send us your receipts for our review and considerationThe receipts may be attached to your reply email or faxed to us at ***Be sure to include your case number CN-*** in the subject line.We hope to hear from you soon.Sincerely,Lawrence K***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr***,We received your complaint to the Revdex.com.On behalf of Hawaiian Airlines, I'm very sorry to learn of your unpleasant experience and for any misunderstanding there may have been regarding your multiple requestsAs a customer, you are our valued guest, so there’s never
an acceptable excuse for poor service. We have reviewed your case, and can see why there was a confusion on both endsYour request to change flights (to a direct flight) is subject to a $change fee, per person, plus any difference in fareHowever, your request to obtain a credit for the lower fare would fall under our Guaranteed Airfare (GAF) program which is subject to some restrictions. Under our GAF program, the difference in fare is issued in the form of a travel credit less a service fee of $40, per personHowever, changes to the routing or date is not allowedTherefore, you were quoted our change fee of $200, per person. I realize how frustrating this situation has been for you, especially after being transferred to different departments within our Reservations Department, and I can certainly sympathize with youAs a gesture of goodwill for the inconvenience you faced, I've authorized our Reservations Department to waive the $change fee, per personHowever, if there is a fare difference, you will be responsible for it and we're unable to offer a travel credit if it's lower. If you wish to make the change, please call our Reservations Department toll-free (within the U.Sand Canada) at 1-800-367-and refer to reservation code TSARCJYour tickets have been documented with my change fee waiver approval. We appreciate you taking the time to share your experience with us, and we will use this incident to improve our service. Sincerely,Maegan G***Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeTell us why here
Revdex.com:
Although my initial concern that HI Air needs to change their gift *** policies to be able to apply gift ***s for all travel regardless if a portion was paid for with an eCredit, upgrades, fees, etcthat are not taxable was not addressed, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Message From Consumer Affairs7/8/- Case: CN-***Revdex.com case #*** ***- ***@***Aloha Ms***,We received your complaint from the Revdex.com todayWe’re very sorry to learn that you had an unpleasant experience with a Hawaiian Airlines reservations agent when making your travel plans We understand your frustration and have forwarded your e-mail to the Manager of our Reservations Department for her reviewWhen customers want to speak to a supervisor, the agent should be transferring themHowever, there are times when a supervisor is not availableTo better assist us, please send us your confirmation code so we can further investigate Thank you for choosing Hawaiian Airlines.Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because:I would like audio copies and transcripts of the recorded conversations between myself and the ticketing agents There was clearly an breakdown in communication and I would like to point out where that happened
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: This is not resolved until I receive $in a check for my additional car rental expensesA $credit that expires is fine on top of reimbursement for the car rentalBut not sufficient in its ownThey have been calling me nonstop (despite me having told them I am traveling)at all hours and did not call me back on 9/at 8am as they promised.
Sincerely,
*** ***
From: *** *** [mailto:educator1.***@gmail.com] Sent: Saturday, January 28, 7:AMTo: info Subject: Complaint resolutionMy complaint against Hawaiian Airlines: ***, has been satisfactorily resolvedThey emailed me regarding my letter of November 21, on January 26, 2017, and offered some compensationI am thanking you for your action in this matter, and your expeditious and professional response to my filing with the Revdex.com*** ***
*** *** - s
*RE: ***/***/***Aloha Ms***,Thank you for your patience with our response to youWe've received your letter sent to the Revdex.com and on behalf of Hawaiian Airlines, we're sorry to learn about the poor service you received regarding your
refund of your ticketsAs customers, you are our valued guests. We apologize for how our agents handled the refund of your ticketsI see that our Reservations Department was able to queue a refund of each of your tickets at $per person back to our partner handling your Hawaiian Airlines Vacation PackageHowever, I can also see that the refund was not returned to youPlease know that we take this situation seriously and have shared this with our Vacation Package Department along with our Reservations Department to improve our services and procedures when refunding vacation packages. On November 9, 2017, our partners at Hawaiian Airlines Vacation Packages have confirmed to us that a refund for these tickets will be sent to you at the contact information provided in this reservation along with the refund timing. Ms***, again we apologize for this severe inconvenience and how this was handledWe thank you again for choosing Hawaiian Airlines.Sincerely,Matthew V***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 However, I still think a cancellation notification process should be implemented whether or not the guest has a "confirmed" or "held" reservation as it would ease confusion and prevent situations like this from happening
Sincerely,
*** ***
Message From Consumer Affairs8/31/- Case: CN-*** *** - ***Aloha Ms. ***,Thank you for taking the time to contact us We appreciate your patience in awaiting our response I regret to hear that you experienced difficulties when
*Resolution CoordinatorHawaiian Airlines, Consumer Affairs Officeell us why here
trying to redeem your HawaiianMiles/Dollars for your upcoming travel plans on our website.We have received your complaint from the Revdex.com (Revdex.com) on August 16, Yes, you are correct.Booking your reservation using Miles/Dollars is a convenient way to schedule your next vacationInstead of separate transactions, you will be presented with the price and number of miles necessary for your travel plans. Once your selected flights are loaded and you are ready to select your departing flight, prices are now displayed as Total Cost per person, including taxes and fees, and the breakdown of the miles and dollars will be displayed for each fare.In order for us to proceed with your case, please provide us with the following information:•Passenger(s) name•Dates of travel•Flight information• Confirmation CodeI look forward to hearing from you soon. Mahalo,Stephanie S
Message From Consumer Affairs
8/26/- Case: CN-***
*** *** - ***
Aloha Ms. ***,
As you requested, we have refunded the disputed transactions *** and ***A total of $will go back to your card ending in ***Please allow several days for the refund to appear on your statement. We understand that you are frustrated with our handling of this matterFor your reference, please find below an explanation of our policy for handling unauthorized purchases:The process to handle unauthorized purchases can be found with the credit card issuer (Financial Institution) in accordance with Regulation Z, which implements the Fair Credit Billing Act and the Truth in Lending Act, and protects cardholders from unauthorized purchasesThe cardholder should promptly report the problem to its Financial Institution and not Hawaiian Airlines The Financial Institution will advise the cardholder of the process and its specific rules For more information the cardholder can view the FTC’s website located at: https://www.consumer.ftc.gov/articles/0213-lost-or-stolen-credit-atm-and-debit-c...⇄ Hawaiian Airlines will not cancel a transaction unless instructed by the credit card issuer (Financial Institution)
Sincerely,
Matthew L***
Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
I am reopening Revdex.com Complaint ID: *** as this is not resolvedPlease reference all correspondence on this claimBooked vacation package though Hawaiian Air 3/3-3/8: main cabin class tickets to/from *** and a *** *** *** *** stayTotal package cost was $2,Package Confirmation code: ***Our flight HA *** *** was turned around mid air due to mechanical issuesPlane was off-boarded and told to waitWe waited for a few hours while the crew continued to say, "more minutes"The flight was eventually delayed until next dayMy husband and I needed to take a flight that day so we booked with *** ***s instead for a same day flightSeveral other passengers were rebooked to the *** same flight at no charge from Hawaiian AirThe total cost for us was $319.20/ticket = $totalI filed a request for refund on 3/to reimburse for our *** ***s tickets we needed to purchaseReceived an email from Hawaiian ***s Consumer Affairs office on 4/stating that they would not reimburse the *** ***s tickets but would reimburse the unused portion of the Hawaiian Air flight and requested that I contact the travel agency that booked us (the travel agency that booked us was Hawaiian Air vacation packages)The email stated, "We see that your ticket has been issued by a travel agencyPlease contact them directly and have them follow *** procedures as we've documented your record authorizing these refunds and provide them with the waiver code, "***." Several phone calls/hours on the phone - Hawaiian Air vacation packages could not locate our past reservationThe repfinally found reservation and an hour and minutes later, she confirmed she was able to refund the unused portion of the Hawaiian air $I never received a refundI have since had several emails back and forth with HA but they tell me to contact HA vacation packages which I have without any resolution
Message From Consumer Affairs4/28/- Case: CN-*** *** - ***Aloha Mr***,We're sorry to hear that you didn't particularly like the Extra Comfort Seat you purchasedYour feedback is important to us so I can share it with our Product Development team.Although we
are unable to refund this purchase, as a courtesy gesture, we're issuing you a $eTravel CreditPlease 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,*** ***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office***To: ***Subject: RE: Re: Hawaiian Airlines, Consumer Affairs Office - CN-***Date: 5/2/8:AMBody: For auditing purposes, our correspondence will need to be in written formRegrettably, we're unable to provide you with a phone call.Our response was based on your phone call with our Reservations Department:The passenger callcomplaining that they purchased for the EC seat which is Row *** and was unsatisfied since its not uncomfortable and wanted to reimburse of $since its does not seem like a EC seat.Mahalo,*** ***Hawaiian AirlinesConsumer Affairs***From: Hawaiian Airlines: Consumer Affairs Office (***)To: ***Subject: RE: Hawaiian Airlines, Consumer Affairs Office - CN-***Date: 5/4/6:PMBody:Dear Mr***,Although the same amenities are offered for all Extra Comfort Seats, we're sorry you feel this wayWe went ahead and voided the $courtesy travel credit and authorized the refund of $to the card ending with You should see this credit on the next statement or one thereafter.This case is now considered closedNo further correspondence will be forthcoming regarding this issue.Mahalo,*** ***Hawaiian AirlinesConsumer Affairs
Aloha Mr***, Thank you for taking the time to share your experience with us, and for the additional detailsAs a customer, you are our valued guest so we do appreciate and welcome your feedback.We understand how frustrating this situation can be, and we do sympathize with your circumstances
However, we find that the arrow to navigate our online seat map is clearly displayed and easily accessible to all guests. The courtesy offer from our Reservations Department, to reduce the change fee, will standUnfortunately, we're unable to grant any further change fee waivers. To rebook, please contact our Reservations Department toll-free (within the U.Sand Canada) at *** and refer to electronic ticket numbers *** and ***You will be responsible for the reduced change fee of $100, per person, and any difference in fareWe recommend calling as soon as possible, as seats and fares are based on availability and can change without notice. Thank you for allowing us the opportunity to respond to your concerns. Sincerely, Resolution Coordinator Hawaiian 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:After all the time I spent and made numerous calls notifying your marketing department about this problem I want my credit card credited for the car rental charge.and all miles returned to both of our accounts, including *** *** Your company received plenty of calls fro weeks trying to fix this and all got is a run around no help from everybody.It's very aggravating when you loose time and effort with no consideration received on your end
Sincerely,
*** ***
Ms*** *** - ***Aloha Ms***,Your request was forwarded to our office for our review and responseWe're sorry to hear of the difficulty you experienced while making reservation *** on our websiteAs a customer you are our valued guestsThe views of our guests are
always an important consideration, and we welcome your feedback on the service you received. We apologize for any miscommunication that may have occurred regarding the name change fee of $for award ticketsWe have reviewed your request and understand that you were requesting to update the middle initial on your reservation, rather than requesting to change the name of the person the ticket was issued to.As requested, we sent your documents to our Reservation Department and they have updated the name on your reservationPlease feel free to review these changes on the Manage Your Trip page of our websiteIf you have any additional questions, please do not hesitate to contact our Reservations Department toll-free (within the U.S and Canada) at ***. Thank you for choosing Hawaiian AirlinesWe look forward to serving you on your future flights. Sincerely,Brandi KekaiResolution 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 sent the receipts they requested twice to them and have evidence of this I was asking for a refund of the purchase price and they have not offered that.
Sincerely,
*** ***
Message From Consumer Affairs8/15/- Case: CN-01212164*** *** - ***RE: ***/***, ***/***Aloha Mr***,We have received your message as well as your complaint to the Better Business BusinessA copy of this reply will be filed with them. On behalf of Hawaiian
Airlines, we apologize for the mwith your Extra Comfort seatsAs customer, you are our valued guest, so there's never a good excuse when you do not receive the seats you reserved and paid for.As mentioned, we are refunding the $upgrade fee back to the card ending in This transaction should appear on your next statement or the one thereafter. As an additional courtesy for the inconvenience, we are issuing you two eTravel Credits for $per person, 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. We take incidents like this seriously, and we have asked our IT team to investigate why seats 13HJ were double-sold.Finally, we apologize but we are unable to contact you by phoneFor auditing purposes, all correspondence with the Consumer Affairs Office must be by email or letterHowever, if you would like to share additional information about this incident, please feel free to respond to this email and we will forward your concerns appropriately. Thank you for taking this time to bring this matter to our attention.Sincerely,Matthew L***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs6/22/- Case: CN-*** *** * *** *** ** *
*** *** ***re: ***Aloha Ms***,We received your complaint to the Revdex.com on June 19.We're very sorry to hear of the problems that you
encountered with your tickets on your return flight home from GuangzhouAs a customer, you are our valued guest, so there's never an acceptable excuse when you receive poor servicePlease know that we've shared your experience with our sales manager in Beijing and with our Reservations Manager for their review.Please send us your receipts for our review and considerationThe receipts may be attached to your reply email or faxed to us at ***Be sure to include your case number CN-*** in the subject line.We hope to hear from you soon.Sincerely,Lawrence K***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Mr***,We received your complaint to the Revdex.com.On behalf of Hawaiian Airlines, I'm very sorry to learn of your unpleasant experience and for any misunderstanding there may have been regarding your multiple requestsAs a customer, you are our valued guest, so there’s never
an acceptable excuse for poor service. We have reviewed your case, and can see why there was a confusion on both endsYour request to change flights (to a direct flight) is subject to a $change fee, per person, plus any difference in fareHowever, your request to obtain a credit for the lower fare would fall under our Guaranteed Airfare (GAF) program which is subject to some restrictions. Under our GAF program, the difference in fare is issued in the form of a travel credit less a service fee of $40, per personHowever, changes to the routing or date is not allowedTherefore, you were quoted our change fee of $200, per person. I realize how frustrating this situation has been for you, especially after being transferred to different departments within our Reservations Department, and I can certainly sympathize with youAs a gesture of goodwill for the inconvenience you faced, I've authorized our Reservations Department to waive the $change fee, per personHowever, if there is a fare difference, you will be responsible for it and we're unable to offer a travel credit if it's lower. If you wish to make the change, please call our Reservations Department toll-free (within the U.Sand Canada) at 1-800-367-and refer to reservation code TSARCJYour tickets have been documented with my change fee waiver approval. We appreciate you taking the time to share your experience with us, and we will use this incident to improve our service. Sincerely,Maegan G***Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeTell us why here
Revdex.com:
Although my initial concern that HI Air needs to change their gift *** policies to be able to apply gift ***s for all travel regardless if a portion was paid for with an eCredit, upgrades, fees, etcthat are not taxable was not addressed, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Message From Consumer Affairs7/8/- Case: CN-***Revdex.com case #*** ***- ***@***Aloha Ms***,We received your complaint from the Revdex.com todayWe’re very sorry to learn that you had an unpleasant experience with a Hawaiian Airlines reservations agent when making your travel plans We understand your frustration and have forwarded your e-mail to the Manager of our Reservations Department for her reviewWhen customers want to speak to a supervisor, the agent should be transferring themHowever, there are times when a supervisor is not availableTo better assist us, please send us your confirmation code so we can further investigate Thank you for choosing Hawaiian Airlines.Sincerely,Malia P***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Complaint: ***
I am rejecting this response because:I would like audio copies and transcripts of the recorded conversations between myself and the ticketing agents There was clearly an breakdown in communication and I would like to point out where that happened
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: This is not resolved until I receive $in a check for my additional car rental expensesA $credit that expires is fine on top of reimbursement for the car rentalBut not sufficient in its ownThey have been calling me nonstop (despite me having told them I am traveling)at all hours and did not call me back on 9/at 8am as they promised.
Sincerely,
*** ***
From: *** *** [mailto:educator1.***@gmail.com] Sent: Saturday, January 28, 7:AMTo: info Subject: Complaint resolutionMy complaint against Hawaiian Airlines: ***, has been satisfactorily resolvedThey emailed me regarding my letter of November 21, on January 26, 2017, and offered some compensationI am thanking you for your action in this matter, and your expeditious and professional response to my filing with the Revdex.com*** ***