Hawaiian Airlines Complaint - Worst Flight Service Experience in 40 Years
Depart 10:30AM Las Vegas (LAS)
Arrive 2:40PM Honolulu (HNL)
02C, First Class, Boeing 767-300
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 thats 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!