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,
*** ***
Message From Consumer Affairs8/18/- Case: CN-***
*** *** * ***Aloha Ms***,We're sorry to hear about the unauthorized charges to your credit cardWe have alerted our Fraud team, but in these cases, we recommend that you continue working with your credit card
company for a resolutionAny refunds will be processed through them. Thank you for taking the time to contact us.Sincerely,Matthew L***Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeTell us why here
Aloha,We have responded to the guest with our message below:
Message From Consumer Affairs
6/26/- Case: ***
*** *** - ***@kvstravel.com
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
As mentioned previously, all flight reservations using mileage are subject to the availability of award seats for each award levelHawaiian Airlines cannot ensure or guarantee availability of award seats on any flight, route or date.
If the award seat capacity for the lower award level has been reached, Members may still redeem flight awards for travel on Hawaiian Airlines at the next available award levelPlease refer to our HawaiianMiles Terms and Conditions, Redeeming Awards - 5, by clicking here.
Thank you for choosing Hawaiian AirlinesRespectfully, we consider this matter closed
Sincerely,
Brianne Rosel
Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 9/20/- Case: CN-*** Revdex.com of Hawaii Complaint #*** *** *** - *** RE: ***/***/*** Aloha Ms***, We received your complaint to the Revdex.com today. I'm very sorry to hear that you didn't receive a
confirmation email and that you missed your flight in Kona As a customer, you are a valued guestI know this was not a great way to end your vacation and understand your frustrations I understand that you felt that our agents could have been more empathetic and handled your situation better. We take your concerns seriously and have shared your feedback with our Kona airport management.I have reviewed your reservations and see that you tried to check in at 8:p.mHST on our website for a 9:25 a.mdeparture I'm glad to see that our agent waived your change fee and did reroute you to a flight from Hilo to Honolulu, and you paid a fare difference of $per person. While I understand that this was an unexpected cost, we see that you were charged correctly.As a courtesy, we are issuing each of you a $55 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 future travels, we do recommend that guests arrive at the airport hour and minutes prior to departure for Neighbor Island flightsGuests must be checked in with their bags and issued a boarding pass no later than minutes prior to scheduled departureIf you would like further information about airport chetimes, please go to our website. Ms ***, thank you for sharing your experience with us. Sincerely, Malia P*** 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:1) My flight was cancelled due to a pilot slow-down, preceding a strikeTheir excuse: mechanical problems.2) Instead of being given courtesy miles, miles were deducted from my accountTheir response: technical glitch.3) My bag was lost.Mechanical problems???technical glitches??? Lost bag?// Is this acceptable? I say nocourtesy, or "hush" miles for all the above? I say no again
Sincerely,
*** ***
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,
*** ***
Aloha Mr***,We're sorry to learn of Mr***'s experience regarding his seat assignments for his flight from Honolulu to PhoenixAs a customer, he is our valued guest, so we want to do all we can to give the best possible service.I reviewed his reservations and saw that pre-reserved
seats for the Honolulu to Phoenix flight were made for *** *** and *** *** on reservation ***However, I wasn't able to find pre-reserved seats for this flight for the bookings for *** *** (***) and *** *** (***)We do note that a request was made to seat everyone together, and our records show they received seats ***, which is a 3-seat section, and seat 43B, which is an aisle seatWe regret that we weren't able to assign all guests togetherPlease be assured that we will share his comments with our Manager of our Reservations Department for her internal review.As a courtesy, we are issuing each of them a $eTravel Credit, good for future travel on Hawaiian AirlinesMr*** will receive an email with the credit information, redemption instructions and Terms and Conditions within - business days.Mr***, we thank Mr*** for choosing Hawaiian AirlinesWe hope to have another opportunity to welcome him on board.Sincerely,*** ***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. ***,We received your duplicate complaint to the Revdex.comThis email is in response to ID *** and ***. We understand that it may seem that we enforced our rules for chetimes too strictlyHowever, breaking the cherule for one guest
would inconvenience the other guests on board. We must do everything possible to ensure an on-time departure, so all guests arrive at their destinations comfortably.Although we're unable to honor your refund request, as a courtesy, we issued three $eTravel Credits, good for future travel on Hawaiian AirlinesOur records show that the details of your credits were emailed directly to you on October 29. As previously mentioned, Flight ** was closed and secured for an on-time departureDue to a last minute maintenance issue the flight was temporarily delayed and passengers did not deplane. Thank you for the opportunity to respond to your concernsRespectfully, we consider this matter closed. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs9/22/- Case: CN-***Mr*** *** - ***Aloha Mr***,We're sorry to hear your bike computer and your sunglasses were missing from your checked bagWe can understand how upsetting this was for you. As a courtesy, we'll be
issuing you a $travel credit for future travel on Hawaiian AirlinesYou will be receiving a separate email with instructions on how to redeem your travel credit.Mr***, we appreciate your loyalty and thank you for choosing Hawaiian Airlines.Mahalo,Rose H***Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs12/27/- Case: CN-*** ***-*** - ***Aloha Mr***-***,We have received your compaint from the Revdex.comI'm sorry to learn about your unpleasant experience with Hawaiian Airlines when trying to redeem your
HawaiianMiles to book your hotel accommodationsAs a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service.I understand your frustration and sincerely apologize for any difficulties you may have experiencedWe take experiences such as yours very seriously, and we will use your feedback to help us improve our service.Hotel Awards on HawaiianAirlines.com is a program of ***To assist with your HawaiianMiles Hotel Awards, please contact ***. Members can expect a response within hours Monday - Friday EST, requests received on Saturday and Sunday will be responded on the following Monday. You may also contact our HawaiianMiles Service Center for assistance at *** Monday through Friday from 7:a.mto 4:p.mHST. For your convenience, you may browse available hotel accommodations on our website by clicking on Book Resorts and Hotels with Miles.Please reply to this email, providing your upcoming travel information for our review (6-letter Confirmation Code, ticket number, etc.)I look forward to hearing from you. Mahalo,Stephanie S*Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
*** *** - ***Dear Mr***,We received your complaint to the Revdex.com today.We apologize again for your baggage delay and for the misinformation that you received from our customer service agents.As mentioned in our previous correspondence, customers
traveling on an employee pass are not eligible for reimbursement for expenses incurred due to a baggage delayAll Hawaiian Airlines employees are responsible for familiarizing themselves with the policies and for informing anyone who uses their passes of our rules and guidelines. Your case was reviewed by our Manager of our Claims Department and our Senior Manager of Consumer AffairsRegretfully, we're unable to honor your request for reimbursement or offer any compensation for your incident.Your case remains closed, and there will be no further correspondence forthcoming regarding this matter. Sincerely,Lawrence K***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms***,Thank you very much for your patience with our response to youAs requested, we've authorized our Refunds Department to process a refund of your unused Seattle to Maui segmentsAs your tickets were purchased through a travel agency and the form of payment to us was done via check, please contact them within three weeks where they will have your payment and they will finalize your refund to be provided to you. Ms***, again we appreciate your patience while we resolved your situationWe also hope that you'll be able to take advantage of the travel credits issued to each of youThank you again for choosing Hawaiian ***sSincerely,Matthew V***
Aloha Mr***, Thank you for your follow up emailsYour concerns were also forwarded to us from the Revdex.com. We're sorry that we're unable to contact you by phoneWe realize that it may be frustrating when you aren't able to speak with us personallyHowever, for auditing
purposes all correspondence with our office must be done via email or letter. We're very sorry for the inconvenience you experienced due to our flight delay on October 8, We know how frustrating this situation must have been for all of our guests, and we certainly sympathize with your circumstancesThe views of our guests are always an important consideration, so we welcome your feedbackWe have shared this with our Honolulu Airport Manager for his review, and we will use your feedback to help us improve our service. When such delays arise, we have guidelines in place that govern how we compensate our guestsWe take into account how long the delay lasted and when the delay occurredOur guidelines allow us to provide consistent treatment for all of our guestsWe have reviewed your case and see that amenities such as refreshments and blankets were offeredWe also see that guests who continued to travel on the delayed flight were issued a $Travel Credit for future travel on Hawaiian AirlinesAdditionally guests were offered to reschedule their flights within a day period waiving the $per person change fee and any fare difference. Change Fee WaiverWe're glad to see that a Honolulu Customer Service Agent assisted you with rescheduling your return flight and waiving the $change fee and any fare difference. Our records show that you were originally scheduled to travel on October 12, flight departing Las Vegas at 1:am and arriving in Honolulu at 5:amWe see that you rebooked for October 12, flight departing Las Vegas at 6:pm and arriving in Honolulu at 9:pm.Travel CreditWhile the $Travel Credit issued to your flight is consistent with our guidelines, as a courtesy due to the additional issued you faced, we are increasing the Travel Credit amount issued to you by $Please note that the Travel Credit you previously received will be voided and you will receive a new $eTravel Credit, good for future travel on Hawaiian Airlines.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.HawaiianMilesAs an additional courtesy, we issued you HawaiianMiles to your account # ***We see the miles were posted to your account on November 1, 2016, activity # ***. Mr***, thank you for taking the time to let us know about your experienceWe appreciate you choosing to fly with us. Sincerely,Brandi K***SrResolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms***,We received your complaint to the Revdex.comWe apologize for any delay in our response as our office did not receive any prior inquiries. Our records show your Extra Comfort fee ($320) was refunded on March 1, to the card ending in 6666. Depending on your
billing cycle, this transaction should've appeared on your March statement or the one thereafterPlease contact your bank directly to verify the fundsIf they're not showing the refund, you will need to file a dispute for the missing refund. Thank you for choosing Hawaiian Airlines.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha,
We responded to Ms***-*** on February 25, 2016, informing her that we will credit her for the miles flown on *** *** once her travel is complete and she submits proof of travel
She expressed satisfaction with this resolution
Mahalo,
Matthew I***
Resolution Coordinator
Hawaiian ***, Consumer Affairs Office
Complaint: ***
I am rejecting this response because:Using the audio recording as evidence of your agents saying misleading things to your customers and then not providing the recording for verification is a dubious response I will be cancelling my Hawaiian Airlines credit card shortly, and will not be flying on Hawaiian Airlines again We travel to Hawaii every summer and would have gladly been loyal customers for years to come if you had shown even an ounce of consideration regarding this issue I will be sure to discourage anyone else from flying Hawaiian, much less applying for your credit card Thanks for nothing
Sincerely,
*** ***
Aloha Mr***,We received your complaint to the Revdex.com today.We're sorry to hear that you're disappointed with our responseWe apologize if the information that was provided to you was not clear and that you were not made aware of the different benefits that are associated
with each cardPlease know that we've shared your experience with our Marketing Manager for her review.In lieu of the eTravel Credit, we'll be refunding a total of $($x 2) to your credit card account ending in ***Depending on your billing cycle, this transaction should be reflected on your next statement or the one thereafter. Regretfully, we're unable to refund the 2nd baggage fee as the bag fee waiver would not have applied to LindseyOnly primary card holders of the card are entitled to the 1st bag fee waiver.We appreciate the opportunity to respond to you, and respectfully, we consider this matter closed.Sincerely,Lawrence K***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Dear Ms***,We're sorry you're disappointed with the $travel credits we offered youHowever, the compensation meets our guidelines for such instances, and we're unable to grant your request for additional compensation.Hawaiian Airlines considers its response to be fair and appropriate, and respectfully, we consider this matter closed.Sincerely,Rose H***Consumer Affairs Office
From:Hawaiian Airlines: Consumer Affairs Office ([email protected])To:***Subject:Re: Hawaiian Airlines, Consumer Affairs Office - CN-***Date:10/4/1:PMBody:Aloha Mr***,We realize that it may be frustrating when you aren’t able to speak with us personally, however, we are unable to contact you by phone.We understand a guest's desire to speak to a Hawaiian Airlines representative when they have an issue with our service, but unfortunately we can't alwaysaccommodatethis requestWe feel that the channels we have availablefor guests to contact us is managed in a way that allows us to deliver the appropriate type of service in the timely manner.Mr***, thank you for taking the time to share your thoughts with us and we understand that you are disappointed with our responseHowever, based on the facts of your case, we consider our decision to be fair and appropriate.Respectfully, we consider this matter closed.Sincerely,Kimberly J***Hawaiian AirlinesTell us why here
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,
*** ***
Message From Consumer Affairs8/18/- Case: CN-***
*** *** * ***Aloha Ms***,We're sorry to hear about the unauthorized charges to your credit cardWe have alerted our Fraud team, but in these cases, we recommend that you continue working with your credit card
company for a resolutionAny refunds will be processed through them. Thank you for taking the time to contact us.Sincerely,Matthew L***Resolution CoordinatorHawaiian Airlines, Consumer Affairs OfficeTell us why here
Aloha,We have responded to the guest with our message below:
Message From Consumer Affairs
6/26/- Case: ***
*** *** - ***@kvstravel.com
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
As mentioned previously, all flight reservations using mileage are subject to the availability of award seats for each award levelHawaiian Airlines cannot ensure or guarantee availability of award seats on any flight, route or date.
If the award seat capacity for the lower award level has been reached, Members may still redeem flight awards for travel on Hawaiian Airlines at the next available award levelPlease refer to our HawaiianMiles Terms and Conditions, Redeeming Awards - 5, by clicking here.
Thank you for choosing Hawaiian AirlinesRespectfully, we consider this matter closed
Sincerely,
Brianne Rosel
Resolution Coordinator
Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs 9/20/- Case: CN-*** Revdex.com of Hawaii Complaint #*** *** *** - *** RE: ***/***/*** Aloha Ms***, We received your complaint to the Revdex.com today. I'm very sorry to hear that you didn't receive a
confirmation email and that you missed your flight in Kona As a customer, you are a valued guestI know this was not a great way to end your vacation and understand your frustrations I understand that you felt that our agents could have been more empathetic and handled your situation better. We take your concerns seriously and have shared your feedback with our Kona airport management.I have reviewed your reservations and see that you tried to check in at 8:p.mHST on our website for a 9:25 a.mdeparture I'm glad to see that our agent waived your change fee and did reroute you to a flight from Hilo to Honolulu, and you paid a fare difference of $per person. While I understand that this was an unexpected cost, we see that you were charged correctly.As a courtesy, we are issuing each of you a $55 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 future travels, we do recommend that guests arrive at the airport hour and minutes prior to departure for Neighbor Island flightsGuests must be checked in with their bags and issued a boarding pass no later than minutes prior to scheduled departureIf you would like further information about airport chetimes, please go to our website. Ms ***, thank you for sharing your experience with us. Sincerely, Malia P*** 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:1) My flight was cancelled due to a pilot slow-down, preceding a strikeTheir excuse: mechanical problems.2) Instead of being given courtesy miles, miles were deducted from my accountTheir response: technical glitch.3) My bag was lost.Mechanical problems???technical glitches??? Lost bag?// Is this acceptable? I say nocourtesy, or "hush" miles for all the above? I say no again
Sincerely,
*** ***
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,
*** ***
Aloha Mr***,We're sorry to learn of Mr***'s experience regarding his seat assignments for his flight from Honolulu to PhoenixAs a customer, he is our valued guest, so we want to do all we can to give the best possible service.I reviewed his reservations and saw that pre-reserved
seats for the Honolulu to Phoenix flight were made for *** *** and *** *** on reservation ***However, I wasn't able to find pre-reserved seats for this flight for the bookings for *** *** (***) and *** *** (***)We do note that a request was made to seat everyone together, and our records show they received seats ***, which is a 3-seat section, and seat 43B, which is an aisle seatWe regret that we weren't able to assign all guests togetherPlease be assured that we will share his comments with our Manager of our Reservations Department for her internal review.As a courtesy, we are issuing each of them a $eTravel Credit, good for future travel on Hawaiian AirlinesMr*** will receive an email with the credit information, redemption instructions and Terms and Conditions within - business days.Mr***, we thank Mr*** for choosing Hawaiian AirlinesWe hope to have another opportunity to welcome him on board.Sincerely,*** ***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms. ***,We received your duplicate complaint to the Revdex.comThis email is in response to ID *** and ***. We understand that it may seem that we enforced our rules for chetimes too strictlyHowever, breaking the cherule for one guest
would inconvenience the other guests on board. We must do everything possible to ensure an on-time departure, so all guests arrive at their destinations comfortably.Although we're unable to honor your refund request, as a courtesy, we issued three $eTravel Credits, good for future travel on Hawaiian AirlinesOur records show that the details of your credits were emailed directly to you on October 29. As previously mentioned, Flight ** was closed and secured for an on-time departureDue to a last minute maintenance issue the flight was temporarily delayed and passengers did not deplane. Thank you for the opportunity to respond to your concernsRespectfully, we consider this matter closed. Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs9/22/- Case: CN-***Mr*** *** - ***Aloha Mr***,We're sorry to hear your bike computer and your sunglasses were missing from your checked bagWe can understand how upsetting this was for you. As a courtesy, we'll be
issuing you a $travel credit for future travel on Hawaiian AirlinesYou will be receiving a separate email with instructions on how to redeem your travel credit.Mr***, we appreciate your loyalty and thank you for choosing Hawaiian Airlines.Mahalo,Rose H***Hawaiian Airlines, Consumer Affairs Office
Message From Consumer Affairs12/27/- Case: CN-*** ***-*** - ***Aloha Mr***-***,We have received your compaint from the Revdex.comI'm sorry to learn about your unpleasant experience with Hawaiian Airlines when trying to redeem your
*Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
HawaiianMiles to book your hotel accommodationsAs a customer, you are our valued guest, so there’s never an acceptable excuse when you receive poor service.I understand your frustration and sincerely apologize for any difficulties you may have experiencedWe take experiences such as yours very seriously, and we will use your feedback to help us improve our service.Hotel Awards on HawaiianAirlines.com is a program of ***To assist with your HawaiianMiles Hotel Awards, please contact ***. Members can expect a response within hours Monday - Friday EST, requests received on Saturday and Sunday will be responded on the following Monday. You may also contact our HawaiianMiles Service Center for assistance at *** Monday through Friday from 7:a.mto 4:p.mHST. For your convenience, you may browse available hotel accommodations on our website by clicking on Book Resorts and Hotels with Miles.Please reply to this email, providing your upcoming travel information for our review (6-letter Confirmation Code, ticket number, etc.)I look forward to hearing from you. Mahalo,Stephanie S
*** *** - ***Dear Mr***,We received your complaint to the Revdex.com today.We apologize again for your baggage delay and for the misinformation that you received from our customer service agents.As mentioned in our previous correspondence, customers
traveling on an employee pass are not eligible for reimbursement for expenses incurred due to a baggage delayAll Hawaiian Airlines employees are responsible for familiarizing themselves with the policies and for informing anyone who uses their passes of our rules and guidelines. Your case was reviewed by our Manager of our Claims Department and our Senior Manager of Consumer AffairsRegretfully, we're unable to honor your request for reimbursement or offer any compensation for your incident.Your case remains closed, and there will be no further correspondence forthcoming regarding this matter. Sincerely,Lawrence K***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms***,Thank you very much for your patience with our response to youAs requested, we've authorized our Refunds Department to process a refund of your unused Seattle to Maui segmentsAs your tickets were purchased through a travel agency and the form of payment to us was done via check, please contact them within three weeks where they will have your payment and they will finalize your refund to be provided to you. Ms***, again we appreciate your patience while we resolved your situationWe also hope that you'll be able to take advantage of the travel credits issued to each of youThank you again for choosing Hawaiian ***sSincerely,Matthew V***
Aloha Mr***, Thank you for your follow up emailsYour concerns were also forwarded to us from the Revdex.com. We're sorry that we're unable to contact you by phoneWe realize that it may be frustrating when you aren't able to speak with us personallyHowever, for auditing
purposes all correspondence with our office must be done via email or letter. We're very sorry for the inconvenience you experienced due to our flight delay on October 8, We know how frustrating this situation must have been for all of our guests, and we certainly sympathize with your circumstancesThe views of our guests are always an important consideration, so we welcome your feedbackWe have shared this with our Honolulu Airport Manager for his review, and we will use your feedback to help us improve our service. When such delays arise, we have guidelines in place that govern how we compensate our guestsWe take into account how long the delay lasted and when the delay occurredOur guidelines allow us to provide consistent treatment for all of our guestsWe have reviewed your case and see that amenities such as refreshments and blankets were offeredWe also see that guests who continued to travel on the delayed flight were issued a $Travel Credit for future travel on Hawaiian AirlinesAdditionally guests were offered to reschedule their flights within a day period waiving the $per person change fee and any fare difference. Change Fee WaiverWe're glad to see that a Honolulu Customer Service Agent assisted you with rescheduling your return flight and waiving the $change fee and any fare difference. Our records show that you were originally scheduled to travel on October 12, flight departing Las Vegas at 1:am and arriving in Honolulu at 5:amWe see that you rebooked for October 12, flight departing Las Vegas at 6:pm and arriving in Honolulu at 9:pm.Travel CreditWhile the $Travel Credit issued to your flight is consistent with our guidelines, as a courtesy due to the additional issued you faced, we are increasing the Travel Credit amount issued to you by $Please note that the Travel Credit you previously received will be voided and you will receive a new $eTravel Credit, good for future travel on Hawaiian Airlines.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.HawaiianMilesAs an additional courtesy, we issued you HawaiianMiles to your account # ***We see the miles were posted to your account on November 1, 2016, activity # ***. Mr***, thank you for taking the time to let us know about your experienceWe appreciate you choosing to fly with us. Sincerely,Brandi K***SrResolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha Ms***,We received your complaint to the Revdex.comWe apologize for any delay in our response as our office did not receive any prior inquiries. Our records show your Extra Comfort fee ($320) was refunded on March 1, to the card ending in 6666. Depending on your
billing cycle, this transaction should've appeared on your March statement or the one thereafterPlease contact your bank directly to verify the fundsIf they're not showing the refund, you will need to file a dispute for the missing refund. Thank you for choosing Hawaiian Airlines.Sincerely,Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Aloha,
We responded to Ms***-*** on February 25, 2016, informing her that we will credit her for the miles flown on *** *** once her travel is complete and she submits proof of travel
She expressed satisfaction with this resolution
Mahalo,
Matthew I***
Resolution Coordinator
Hawaiian ***, Consumer Affairs Office
Complaint: ***
I am rejecting this response because:Using the audio recording as evidence of your agents saying misleading things to your customers and then not providing the recording for verification is a dubious response I will be cancelling my Hawaiian Airlines credit card shortly, and will not be flying on Hawaiian Airlines again We travel to Hawaii every summer and would have gladly been loyal customers for years to come if you had shown even an ounce of consideration regarding this issue I will be sure to discourage anyone else from flying Hawaiian, much less applying for your credit card Thanks for nothing
Sincerely,
*** ***
Aloha Mr***,We received your complaint to the Revdex.com today.We're sorry to hear that you're disappointed with our responseWe apologize if the information that was provided to you was not clear and that you were not made aware of the different benefits that are associated
with each cardPlease know that we've shared your experience with our Marketing Manager for her review.In lieu of the eTravel Credit, we'll be refunding a total of $($x 2) to your credit card account ending in ***Depending on your billing cycle, this transaction should be reflected on your next statement or the one thereafter. Regretfully, we're unable to refund the 2nd baggage fee as the bag fee waiver would not have applied to LindseyOnly primary card holders of the card are entitled to the 1st bag fee waiver.We appreciate the opportunity to respond to you, and respectfully, we consider this matter closed.Sincerely,Lawrence K***Resolution CoordinatorHawaiian Airlines, Consumer Affairs Office
Dear Ms***,We're sorry you're disappointed with the $travel credits we offered youHowever, the compensation meets our guidelines for such instances, and we're unable to grant your request for additional compensation.Hawaiian Airlines considers its response to be fair and appropriate, and respectfully, we consider this matter closed.Sincerely,Rose H***Consumer Affairs Office
From:Hawaiian Airlines: Consumer Affairs Office ([email protected])To:***Subject:Re: Hawaiian Airlines, Consumer Affairs Office - CN-***Date:10/4/1:PMBody:Aloha Mr***,We realize that it may be frustrating when you aren’t able to speak with us personally, however, we are unable to contact you by phone.We understand a guest's desire to speak to a Hawaiian Airlines representative when they have an issue with our service, but unfortunately we can't alwaysaccommodatethis requestWe feel that the channels we have availablefor guests to contact us is managed in a way that allows us to deliver the appropriate type of service in the timely manner.Mr***, thank you for taking the time to share your thoughts with us and we understand that you are disappointed with our responseHowever, based on the facts of your case, we consider our decision to be fair and appropriate.Respectfully, we consider this matter closed.Sincerely,Kimberly J***Hawaiian AirlinesTell us why here