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Hawaiian Airlines Complaint - Poor Customer Service
Complaint
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
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
Comments:
Posted by trmn8r on 2011-09-29:
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.
Third party agencies like Orbitz hold the promise of saving money. To me, it isn't worth it because of problems such as this.
Posted by Bete Noir on 2011-09-29:
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.
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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