Hawaiian Airlines Compliment - Top Notch Service - Airlines
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.