Hawaiian Airlines

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HawaiianMiles = WorthlessMiles
Posted by on
HONOLULU, HAWAII -- HawaiianMiles = WorthlessMiles

My wife, and I, have been using Hawaiian Airlines and a Hawaiian Airlines/Bank of Hawaii credit card for the last four years to accumulate enough miles for two round trip tickets to Europe on Hawaiian’s partner airline - Delta.

We have accumulated more than 130,000 miles to date, which is more than enough (110,000 miles) for two round-trip tickets from the Mainland to Europe.

On July 28, 2011, I first called HawaiianMiles to make reservations for the subject tickets. This was only 307 days before the early end of our travel date range, and significantly after the 330-day period when airlines supposedly release their seats for mileage programs.

We tried to be flexible in our dates, departure sites, and arrival sites. In spite of this, HawaiianMiles was unable to arrange travel to and from any of the sites in the U.S. and Europe that we provided.

The woman I spoke to promised to get back to me in 72 hours to inform us whether any of our desired seats were released (she never called back). She also suggested that we try every day to see if the situation had changed. I wasted more than 22 minutes of my valuable time for nothing.

On July 29, 2011, I again called HawaiianMiles. The result was the same. Nothing available. I wasted another 24 minutes of my valuable time for nothing.

On August 1, 2001, I again called HawaiianMiles. We tried 8 different departure dates (May 30 – June 6, inclusive), 4 different Mainland departure sites (Seattle, Minneapolis/St. Paul, New York, Boston), 3 different return dates (19, 20, and 21 days after departure to Europe), and 5 different Europe arrival sites (Amsterdam, Frankfurt, Copenhagen, Brussels, Paris). After trying these 480 combinations, the “customer service” representative could only come up with one option from Minneapolis/St. Paul to Frankfurt. He would have to request a return flight from Frankfurt.

On the afternoon of August 4, 2011, more than three days later, I received a call from HawaiianMiles informing me that there were no seats available from Frankfurt to Minneapolis/St. Paul for my wife and me. I wasted another 1 hour and 27 minutes of my valuable time for nothing.

After wasting a week, more than 2 hours on the telephone to HawaiianMiles, and not having any luck with more than 480 travel possibilities, I gave up on HawaiianMiles. It was apparent to me that they would not/could not help me and I was forced to make alternative travel arrangements on another airline at an out-of-pocket cost of $2,169.

I filed a complaint with Hawaiian Airlines about their lousy customer service and my inability to use my miles on August 4, 2011. I did not receive a response until late on August 5, 2011.

On August 5, 2011, Eddy Mundo, from the Hawaiian Airlines corporate office called me to ask me what she could do to assist me. I stated that this offer was after the fact and that I was forced to make alternative travel arrangements. I expressed my great dissatisfaction with Hawaiian Airlines and HawaiianMiles.

She stated that since the merger of Northwest and Delta that Hawaiian Airlines was having problems with their partner and difficulties in fulfilling requests. No kidding. She then stated that she would request the telephone conversations I had with HawaiianMiles (for what reason, I do not know), review them, and get back to me. She further asked me what I wanted Hawaiian Airlines to do for me and my wife.

I gave Eddy’s question some thought and came up with a proposed resolution to my complaint. I submitted this proposal on August 6, 2011. On August 11, 2011, Hoyt Zia, Senior VP, General Counsel & Corp. Sec., rejected my offer and rejected any compromise. His response was flippant and offensive, and was indicative of the standard Hawaiian Airlines response to customer complaints.

Eddy never did get back to me. I had to call her on August 9, 2011 to determine the status. She claimed she had still not gotten copies of the telephone calls. She claimed she would get back to me by Friday, August 12, 2011. She then abruptly hung up on me. Very rude. Very unprofessional.

When I first filed my complaint with Hawaiian Airlines (August 4), I was promised that they would get back to me within 3 business days (August 9). They did not. When I followed up on this promised response, they then claimed that it would be another 5- 7 business days for a response. A subsequent email stated 30 days. It was apparent that they were just trying to blow me off.

Don’t fly on Hawaiian Airlines. Don’t join their HawaiianMiles program. Don’t use their credit cards. There are other, better alternatives.
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User Replies:
Ben There on 08/11/2011:
Trying to use airline miles from one carrier on anther airline can be very difficult. Hawaiian has no control over Delta's free seats. Have you tried to get a free ticket from a Hawaiian gateway city like LA, San Diego or Vegas?
At Your Service on 08/11/2011:
I thought the same thing BenThere. Would have liked to know what the OP proposal to Hawaiian Air was.
flyhi152 on 01/03/2012:
Even when you try to use Hawaiian Miles for an upgrade or a rewards flight you would have to do that at least a year in advance, otherwise it will be "sorry, nothing available, no matter on which day you want to fly" If you're good luck, they will make you an offer for twice as many miles as normal (for example 40,000 miles for a one way upgrade from PHX to HNL) That means: You would have to spend $ 40,000 in order to get the miles for this upgrade...
Ash on 06/09/2013:
exactly what happened to me... I bought x3 coach tickets from LA to Maui and based on recommendations of the operator she said we could upgrade the 3 tickets to first for 50K points per ticket. I proceeded to transfer 150K points from Amex to Hawaiian... she transferred me to points department and they said sorry 50K/ticket not available. you will need 100K/ticket. I kept saying I would not have purchased ticket or transferred my miles if I had known... many hours on phone and promise of a rep to call me back. I am considering class action lawsuit on bait and switch... already notified state general attorney.
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Pualani Gold Status Baggage Rule is not fair
Posted by on
HAWAII -- This was my letter to Hawaiian Airlines,

Hello Hawaiian Airlines,

It is very disappointing to find out that our flights even booked in December
2010 will be denied the
benefit of free luggage for myself and other companions traveling with me in
June 2011 since you
have changed that rule recently in March 2011.

I am travelling with 4 seniors, 80+ years and one over 90yrs old.
The benenfit of the free luggage was one of features that you offered to me as a
Pualani Gold Member
which convinced me to have all my traveling companions fly Hawaiian with me.
It's a membership difficult for some of us hard working independent self
employed citizens of Hawaii to earn.

This benefit would help me cope with the difficulties in traveling with my
family who are mostly seniors.
The carry on luggage would have been avoided and sent under through baggage and
I would not have to deal with
4 additional carry ons when boarding to and from our destination, PDX.

You now have taken this privilege away making it very difficult for me to handle
the elders. I feel that
we have booked our flight prior to this ruling and your negligance in recogizing
our loyalty to Hawaiian
Air disapoints me totally. I can see if our booking was made after the March
rule, I would accept,
but we booked this in December making this all different.

Your Hawaiian Mileage dept was not able to cope with my problem and almost felt
that they couldn't care less and very insensitive
to my concerns. Your phone numbers are nowhere to be found. Is it because you
are not able to face the many
complaints about this issue? People probably gave up trying to voice their
unhappiness about this.

Where is the Aloha Spirit? Especially for the local people of Hawaii who
support your airlines so much?
We chose this airlines for the benefits which you are drastically changing. And
to think even when booking
before your rule date you still take the benenfit away, shame on you!

Hawaiian is definitely losing it's spirit of Aloha! Don't be surprise if your
grow too quickly. You forget who
are the real people that help local businesses. Or maybe you are not all local
anymore, that probably explains that.

I fly your airlines enough to know who is actually riding your airlines.
Many are local and or local people related to or know people from here. I
myself used to tell other people to fly
Hawaiian, and say how great you were. My feeling has changed that's for sure.

Also, I wanted to mention that in August 2010, I paid an additional $250 for
Premier Benefits. Don't you think I spend
enough money with your airlines and now just getting slapped on the face, in
front of my family.
Oh, and another thing, my 2 kids are in college and they are on the west coast.
You are not the only airlines flying those destinations.

A very disapointed passenger

P.S. I experienced the same thing as the other person who posted prior to me. The baggage rule was very recent and no notice.
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User Replies:
bargod on 04/05/2011:
Airlines are cutting everything they can nowadays to stay afloat. It's a shame thought with your status that they would cut that too.
dayle on 06/07/2011:
hopefully, they will consider the bag situation when you arrive at the airport and tell your "story"! you should DEF get the rate (or no rate, I should say!) that was in effect when you booked and PAID for your tickets! no brainer! end of story! GOOD LUCK!!!
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Worst Flight Service Experience in 40 Years
Posted by on
Depart 10:30AM Las Vegas (LAS)
Arrive 2:40PM Honolulu (HNL)
02C, First Class, Boeing 767-300

Hawaiian Airlines
Flight 7
6 Hr 10 Min

The flight to Vegas was fine and no issues.

The return flight from Vegas to HNL was a disaster!!

I was flying with [snip], both of us flying full fare 1st class, not a discount ticket, not an upgrade or a mileage ticket, on Flt 7 Vegas to HNL on 1/18.

After checking in & having already passed through security, it was announced that because of mechanical problems that the flight would be delayed until 8pm, but no guarantee could be made that the flight would even be available at that time. This was not going to be acceptable for us, as we had prior business commitments which we had to keep.

We returned to the ticket counter where there was a long line, there was no separate line for 1st class, everyone in the same line. We butted in line, and asked why priority was not being given to 1st class passengers. This ending up in an argument with the Hawaiian counter person and even some of the waiting passengers which did not make our day any better or help anyone else either.

Finally, we were rescheduled on a US Airways flight to LAX, economy class, where we were to transfer to Hawaiian Airlines for a flight to HNL. The Hawaiian counter person told us that we could go direct to the gate at the main terminal after passing through security. We did exactly that, but at the gate, we were informed that we would have to go through security again at the gate because the boarding pass must have a security punch or you can not board. Fortunately, security came to us at the gate, however, this is now the 3rd time I am going through security(I have a hip replacement), and I still have not boarded a plane!

We arrive at LAX to find that Hawaiian Airlines is located at a different terminal, so we have to exit the terminal, and proceed to the Hawaiian Airlines terminal. Hawaiian airline personnel(Vegas) did not tell us that we would have to change terminals and go through security again. The security lines are so long for economy that they are lined up outside, 3 blocks long, very slow progress. If we do nothing we are definitely going to miss our flight and be stranded.

Therefore, we go to the LAX Hawaiian airlines counter, talk to one of the counter people about the possibility of an upgrade to 1st class. She states one seat in 1st class is available, but states that we gave up our right to 1st class seats when we changed our itinerary to economy. We stated that we were forced to change our itinerary because of a Hawaiian Airlines mechanical problem, and gave up nothing voluntarily. She tells us no. We ask for her boss who is standing right next to her, and her boss, tells us the same thing. We are now very frustrated to say the least, but then request that they give us passes that will allow us to go through business/1st class security, so that we might catch our flight. She refuses, and again we ask to talk to her superior, she says she is upstairs on the 2nd floor and down the hall. On top of it all, she yells at us to take our attitude somewhere else! We are totally frustrated, as it now looks like we will miss our flight and be stranded. However, with no other options, we head off for security.

With no possibility to make the flight standing in a 3 block line outside the terminal, we stand in the 1st class security line, which is less crowded, and we might have a chance of catching our flight. We get to the security person who points out that our tickets are economy. We show her our original ticket receipts which show 1st class and that we paid $2K plus each, and then we begged and begged, and she allowed us to pass through 1st class security! You can only imagine the level of our frustration at this point? We are now going through security for the 4th time!

We finally board the plane, and the stewardess asks us how things are going. We tell her our plight which she politely listens to and says that's awful. She then charges us for our meal/beverages and makes no offer of concilliation. I go to the toilet, by the time I get out, the aisle is blocked by the service wagon/stewardess. They make no apology or even acknowledge my existence as they make me wait until they have served two thirds of the plane and finally get to my seat. Where is the spirit of service?

My luggage is on the original flight, and I gave all my contact information, so that Hawaiian Airlines could call me and arrange delivery of my luggage. I never received a call, and spent hours following up to finally retrieve my luggage which I got 2 days later?

I have been flying for 40 years, and I can not remember any experience worse than this one, even though I was flying 1st class? This is also the 1st time I have taken the time to write an airline to complain. It is just too much trouble!

Can you imagine how many times both Paul & I have told this nightmare to all our friends & family over dinner/drinks? How many other passengers have had a Hawaiian Airlines experience like this, and how many have also shared their comments with friends/family?

Quality control of service/employee should always be a number "ONE" priority for a service industry company. I am very sorry to say - Hawaiian Airlines falls very very short when it comes to customer service.

I can only say that I will avoid flying Hawaiian Airlines in the future, and if anyone asks me about Hawaiian Airlines, you know how I will respond!


Steven Quaiver
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User Replies:
TGT101 on 02/10/2009:
Perhaps they were getting back at you for being so arrogant and snobby.
yoke on 02/10/2009:
Wow, talk about entitlement problems.
Ben There on 02/10/2009:
So the flight was not even cancelled, but you demanded to get another flight on another airline. Granted yours was running really late, but that was for the safety of the passengers. Sometimes if a plane breaks in Hawaii and they do not have the part, they have to fly it in from California. Just one of the risks you take being on an island in the middle of the Pacific.

Next time, don't have business commitments that are so soon after a vacation that a half day delay might harm them. There used to be a lot more flights from Hawaii, but since ATA and Aloha went under last year, there are not as many options incase something happens. Also, flying domestic first class comes with some perks, but the right to become a bully or jerk is not one of them.
Crown Jules on 02/10/2009:
You know, you pretty much lost any sympathy from me the moment you admitted you "butted in line" and demanded to be served first just because you were in first class. News flash, being able to afford a $2000 airline ticket does not make you a better person or more worthy of anything. Apparently for you first class is just a seat designation, not a measure of personality.
memoryx57 on 02/10/2009:
Is this Eileen??? I wonder what her brother has to say about this fiasco?
BokiBean on 02/10/2009:
Either this review is a joke, or it was written by The Queen of Hearts.
Anonymous on 02/10/2009:
You sir, have a stinky attitude.
yoke on 02/10/2009:
Wonder if the OP realizes that once they purchased the "economy" tickets they were going to be treated like the rest of us. They no longer were holding "first class" tickets since they did not want to wait for their "first class" flight.
SPQ on 02/10/2009:
The only reason people pay the high price of 1st class is to get superior service, quality meals, and front of the line privileges!

Some people may say this is attitude, but I call it, you get what you pay for or should!! Simply put, If you pay for a Rolls Royce, are you going to be happy when you get a Ford Pinto instead?

The airlines is a business, if an airline wants to treat everyone the same, give everyone the same price, same service, and same benefits.
jktshff1 on 02/10/2009:
Folks, my first reaction was same as the rest, what a jerk! Yes, SPQ could have handled it better but they do have a valid point, they paid the extra $$$ for 1st class and preferential treatment and should expect the same.
yoke on 02/10/2009:
SPQ, what you don't realize is once you decided you did not want to wait for the original flight and you bought economy seats on a different airline your perks holding the first class seats is not longer there. You did not purchase first class seats therefore you are not entitled to the perks of first class.
jktshff1 on 02/10/2009:
Boy, I'm on the losing end tonight. Well ya live, ya learn, ya die and forget it all.
Anonymous on 02/10/2009:
Yoke, the other airline was just to LAX, they were back on Hawaiian from LAX to HNL. Looks like Hawaiian put them in coach from LAX to HNL but they felt they should have gotten some warm fuzzies based on the original 1st class fare they had from LAS to HNL.
DebtorBasher on 02/10/2009:
You asked, why priority was not being given to 1st class passengers...well, because you are not considered a passenger until you are on a plane. When you're in line, you are just one of the herd.

Sorry, but I didn't, couldn't, wouldn't read past that line.

You sound like a friend of mine that traveled to CA with me...She insisted she they should give her a "Travel Agent Discount" on a car rental...a car rental that was FREE to begin with that I WON in a contest along with the FREE trip and hotel!
Anonymous on 02/10/2009:
Hmm, I haven't been part of any herd for a very long time. Well, maybe part of the nerd herd. >:-)
Ben There on 02/10/2009:
I fly first class a lot and I would never think about jumping in front of someone else in line. A lot of airports have dedicated check in areas and security lines for first and business class passengers, but that is not the same thing as walking into the front of any line you please. I think you have the two ideas confused...

Often I see a bunch of people in line at the first class desk when nobody is in line at the economy class kiosks... I think this is sooo silly - I would rather print my boarding pass at a machine and be on my way than wait in line under a big sign that says "First Class Passengers Only"...
DebtorBasher on 02/10/2009:
Nerd herd or no nerd herd...you're still my BFF, John!
Anonymous on 02/10/2009:
You go, DB!!
DigitalCommando on 02/10/2009:
The only thing I demand when flying first class is that the airline personnel creates a 'highway' with their bodies so that my feet won't have to touch where those 'economy peasants' have trampled.
madconsumer on 02/10/2009:
"We butted in line, and asked why priority was not being given to 1st class passengers."

um, does someone have a princess complex?

if you expect entitled service, you need to fly a charter. sure it will cost you 50k, but at least they will treat you as if you are the only person that matters.
Ben There on 02/10/2009:
DC... That is a great idea! I wish airlines would start putting economy passengers in the belly of the plane so my important first class luggage could ride in a coach seat. Not only would this save me from having to look at the commoners waddle past me during boarding, but I would not have to wait for my luggage when we landed. That is a win/win situation if you ask me!
Anonymous on 02/10/2009:
You sir, STILL have a stinky attitude. The rest of y'alls crack me the heck up!!
PepperElf on 02/12/2009:
"Butted in"

Who entitled you to that right?

First class tickets? ... doesn't magically mean you're entitled to budge ahead in a line.

Frankly I'm horrified that they even dealt with you. They should have sent you to the end of the line after that stunt.

And then called in security if you kept trying to fight your way to the front.

Stunts like that help no one. And I guess your crappy tickets show it.
Perhaps if you had treated them better they would have helped you more.

Yeah, go figure... No one likes someone who acts like they own the universe. No one wants to help someone like that.

Don't like it?... tough luck.
OV1 on 06/16/2010:
Wow, be glad that you did not cut in front of me as I would of shown you what the peasants think of you and your self-entitled attitude. The funny thing is that I have flown Hawaiian many time and would never use US Airways.

I think you simply experienced all of these "negative" reactions because of your attitude and nothing being good enough.
momsey on 06/16/2010:
Flights get delayed. That happens every day. You were not forced to give up your 1st class seats; you could have waited for the original flight and enjoyed all that 1st class has to offer. You probably would have even gotten a free lunch and/or dinner out of it. So, once you gave up your 1st class seats, willingly, you became one of us! You should be writing a compliment review for the person who let you go through 1st class security line, even though you weren't entitled to it, and allowed you to get on your flight.

And, DigitalCommando...you get the LOL award. I actually laughed out loud reading your comment. Thanks.
flyhi152 on 10/24/2010:
First Class with Hawaiian Airlines is a waste of money: The so called First Class Lounge in Honolulu is a joke, all you can get is water and some juice in tiny plastic cups, the only snacks were little brezels that are usually served on the plane. I left after 20 minutes to get a beer downstairs in the public area of the airport.

The "First Class Food" was total crap and gave me a diarrhea. Hawaiian Airlines sucks.
LAX Traveler on 10/13/2012:
Just had to deal with the extremely "wasting my time" attidute of ticket counter agents at LAX on 10/12/2012. Especially one agent named RAENA. DO NOT FLY HAWAIIAN AIRLINES. If you need to ask for any assistance they will not help stranded travelers. This has been the worst travel experience for me in 15 years. I cannot believe the lack of urgency I expereinced from Gate Agents. The space shuttle endeavor was being towed away from LAX and counter agents made no attempt to board 3 parties at the gate on the plane with 30-40 minutes still left to depart. This is the most unaccomodating and lack of customer service attitude I've ever seen. If you want to have a bad attitude and work in customer service, go to DMV, not the airlines industry. The bad part is their back office support after 4 phone calls and 1 1/2 later was completely useless other than to log my complaint against the ticket counter agent. If you actually want to travel, DO NOT fly HAWAIIAN EVER!
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Top Notch Service
Posted by on
Hawaiian Airlines has been my preferred mode of transportation between Phoenix and Hawaii. I live in the home of another airline that has more frequency to the islands, but I think that their services as well as their 757’s are substandard to the Hawaiian experience and 767. My last trip we were on HAL 35 to Oahu and then on to Hilo. While checking in at Phoenix is my only complaint. I checked my family in online and we only had baggage. I read that they had a baggage only line and I lined up in this line. Well I was in the line for 20 minutes and never was asked to come to the counter, but we were right next to first class and they were being helped. OK, we got into the regular check-in line (a little mad, but I was going to Hawaii) and we were approached by a skycap and asked if we had our tickets. I told them we did and we just needed to check the baggage. He checked the baggage, but here is the problem, but only put hand written tags on the bag and not the scan ones.
Our flights were great and we were in Hilo waiting for our baggage. Two of the four bags arrived so I went to the customer service person to file a claim. I am standing in line and a person decided that they were more important that I was and cut in line. I asked them to get back in line and they pulled the, “I am a first class passenger!” I simply stated that he was a first class (something else), but I was on vacation and not in a rush. The “person” berated the poor woman and all she did was take the information and would contact them later.
I approached the window and stated that I was missing two bags. She was a little curt at first, but I engaged in conversation about how much of a jerk the previous person was how well she composed herself. You could see her exhale and relax. She then stated that she wanted to go and physically check the luggage area. She stated that she could not see anything and then got onto the phone with Honolulu and found the luggage had not been transferred to the flight. She told me that it would be on the next flight out, but we were the second to last flight in and that it may be full. She then asked if I wanted to pick-up the bags or have them delivered. I told her that I appreciated how much she was doing, but we were also staying on the other side of the island in Kona and would need the bags delivered over there. She stated that it would not be a problem. She took all of our contact information and stated that she would call us to make sure everything was resolved.
We did not get our bags that night and she called my cell phone at 8:00PM from her home and asked if we received a call from the devilry company stating what time the bags would be delivered. I told her that nobody had called and our bags still have not arrived. She told me that she would call me back. About twenty minutes later she called and stated that the baggage manager in Honolulu physically had the bags in hand and was going to put them on the first flight out the next morning. She called again the next day and asked if the bags have arrived. I stated that they had not and she was angered from the tone on her voice. She stated that she was going to get to the bottom of this problem. She called back about thirty minutes later and stated that they were put on the next flight over. About an hour later we were called by the transfer company and asked what hotel and room number was and when they could deliver the bags. She called the last time and asked if we received our bags and I stated that the transfer company has called, but we were not in the hotel and did not know if they were physically there yet. She asked that I call her when we got back and state if they have been delivered. When we got back the bags were there in the room with a note of apology for the delay. This type of personal action and feeling of Aloha is why I will fly Hawaiian.
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Anonymous on 06/16/2010:
Good review..and I agree Hawaiian Airlines is top notch.
flyhi152 on 10/24/2010:
Top notch for what ? Losing your bags ? Their First Class Lounges are the sadest places I have ever seen in my life, their food is junk and their planes probably have gone through several other quality airlines before they end up with Hawaiian. I have seen placards in German, showing that this was a former LTU, Condor or Lufthansa plane. The seats were so thin that I could feel the knees of the 300 lbs lady for 10 hours in my back and there was a steel bar under my butt that was barely covered with 1/2 " of foam. That's what you call "Top notch" ??? Are you used to ride on Indian trains or African buses to make that statement ???
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Deceptive International Baggage Fee Policy
Posted by on
Rating: 1/51
HONOLULU, HAWAII -- I booked a frequent flier award (AA) for Hawaiian Airlines, from Osaka to Seattle, with a long stopover in Honolulu. There were no baggage charges for the flight from Osaka. (The normal rule for international flights going to or originating in Japan is 2 bags, 50 lbs each.) According to Hawaiian's own website, international rules apply even for stopovers, so I assumed my stopover would get the benefit of the free baggage. Nope. When I checked in online, I found out for the first time that Hawaiian was charging me domestic fees for all my bags--i. e., $25 for the first, $35 for the second. I double-checked the rules on their website, and it clearly says, "International baggage rules apply for entire trip, including domestic segments regardless of stopover, providing the itinerary includes at least one ticketed international point."
I called Hawaiian--they have no ticket offices in Honolulu, so you have to call--and was told that I was not entitled to free baggage because I took a stopover in Honolulu! Um...what does the "regardless of stopover" language mean? This is extremely deceptive.
Incidentally, when I was in Asia, I travelled on 4 different airlines. The Asian airlines--Asiana, Cathay Pacific, and Japan Airlines, were all great, with excellent service. Hawaiian was bottom of the barrel. The only way they can compete internationally is by having the lowest fares. They will be my last choice from now on.
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At Your Service on 12/07/2012:
How long was this 'stopover'?
BobSF on 12/07/2012:
If you only had a change of planes in Honolulu your luggage would not have been given to you - it would have been transferred to your next flight. Since you are taking a 'long stopover' it appears that cancels out the no-charge for luggage.
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Poor Customer Service
Posted by on
In all my years of flying, this was the worst experience ever. This occurred at OGG, Maui. We went to check via computer and Hawaiian had no record of our reservation. They told us to call Continental. Continental told us to call Hawaiian. I spoke to a supervisor at Hawaiian and they said that they could not help me even though I was flying on their airline. I called Orbitz, who I made the reservation with, and after an hour on the phone, they assured us that we had valid reservations.

I did not trust Orbitz, so we went to the airport several hours early to check in. Hawaiian in fact did not have a reservation for us. We had to go to United, located way on the other side of the airport. After spending an hour with United, and almost having to buy tickets, which I would have disputed anyway with my credit card company, we were able to get checked in for the 20 minute flight from Maui to Honolulu. However Hawaiian could not check us in for the Honolulu to Newark flight.

Hawaiian Airlines could check our luggage to Newark, but could not give us boarding passes. Again we had to go to the other side of the terminal to United. United could not give us boarding passes, so we decided to try our luck with Continental in Honolulu. When we got to Honolulu, we spoke to a Continental Agent, who resolved the issue in about a minute
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trmn8r on 09/29/2011:
I can't tell which company was at fault. You yourself stated that you "didn't trust Orbitz" which I wholeheartedly agree with, but you wrote the complaint to Hawaiian Air.

Third party agencies like Orbitz hold the promise of saving money. To me, it isn't worth it because of problems such as this.
Anonymous on 09/29/2011:
Not sure why HA is being tagged here. Hawaiian Airlines is not affiliated with any alliance, however they have a codeshare in place with CO. United and Continental are in process of integration, thus on a HA codeshare you'd end up "talking" to the CO folks.
You used a third party which I suspect generated an internal PNR leading to more confusion.
Hard to "blame" anyone but using a third party never makes a booking like this easier - you save nothing but gain a bunch of stress and wasted time.
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5 Days Notice
Posted by on
HONOLULU, HAWAII -- I am a Pualani gold member with Hawaiian Airlines and in order to qualify you need to fly and earn a total of 20,000 miles/points. I have qualified for years and in December 2010 I booked a trip to Las Vegas for March 6th 2011. On Feb. 23, 2011 I received a "Pualani Update" dated February 2011 and it states that we are no longer entitled to 3 free check-in baggage but effective March 1st, 2011 we will only be allowed 2 free check in baggage.

I was upset because my daughter lives in Vegas and I like to bring some of Hawaii to her on all my trips. Well I called the consumer information department and spoke to Phoebe who is a supervisor. My complaint was that they only allow us with a short notice and my ticket was purchased last year and I should be grandfathered in. She said she would call me back and will check if the effective date was the purchased date or use date. She later called back to inform me that it was the use date and they would not grandfather me in.

I feel that this is bad consumer practice and want the public to know how about these shady practices that Hawaiian Airlines makes. We earned the privilege that we were promised and they can just take one year of dedicated flying and ruin my trip. If they said that it will be effective 2012 then I can understand but come on now.. 5 DAYS NOTICE.. something is definitely wrong with this picture.

Was a dedicated Pualani Gold member,
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User Replies:
leet60 on 02/26/2011:
It is unfortunate that you were not notified further in advance than 5 days.

This airline program, like almost every other I have seen anticipates that changes may upset its members and they place caveats in their terms and conditions:

Hawaiian Airlines reserves the right to change or eliminate any element of the Pualani, or Premier Club program at any time and without notice, including qualification levels, and amenities.
momsey on 02/26/2011:
They should have given more notice, but if even with more notice, it affected you, you still would have been unhappy.

I wouldn't let this ruin your trip.
Ben There on 02/26/2011:
When most airlines have reduced free baggage in the past couple years, passengers with tickets purchased before the announcement were grandfathered in with the allowance as it was on the day of purchase.
Ytropious on 02/26/2011:
They have to tell people sometime. I think 2 bags is pretty good.
pacc on 04/05/2011:
Hi I feel for you. Because it's the fact that the booking like myself was prior to the rule and should have been grandfathered in.
Any booking after is a given.

The others above don't get the reason of our complaint against Hawaiian Air.

flyhi152 on 01/03/2012:
I cut my "Pualani Gold Card" into several pieces and sent it back to their marketing department: On one side they have a way of answering complaints without addressing the issue and on the other side they want to make passengers feel "special" with their worthless Pualani Gold status.
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Email Contact
Posted by on
HONOLULU, HAWAII -- Can anyone give me the Honolulu email address for Hawaiian Airlines. Thanks.
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saj80 on 11/05/2008:
I assume this is a joke, since this information is readily available via any search site on the internet, but here you are: www.hawaiianairlines.com

Go to the contact page, and pick which department you want to email.
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