Hawaiian airlines - Deceptive International Baggage Fee Policy
airline fees - Complaint
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.