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Hawaiian Airlines Complaint - 5 Days Notice - 5 Days Notice To Change Policy Is Not Enough For Me
5 Days Notice To Change Policy Is Not Enough For Me - Complaint
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,
CAT
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,
CAT
Comments:
Posted by leet60 on 2011-02-26:
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.
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.
Posted by momsey on 2011-02-26:
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.
I wouldn't let this ruin your trip.
Posted by Ben There on 2011-02-26:
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.
Posted by Ytropious on 2011-02-26:
They have to tell people sometime. I think 2 bags is pretty good.
Posted by pacc on 2011-04-05:
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.
Any booking after is a given.
The others above don't get the reason of our complaint against Hawaiian Air.
Posted by flyhi152 on 2012-01-03:
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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